2-10 Home Buyers Warranty Reviews

After badgering him to go up there, he then said it was a crack in the drain, where you would plug it up. He didn't have the part. He had to go to Home Depot to get the part. And then, he came back with the wrong part. So now, if my son wants to take a bath, we have to put something over the top of it. The tech didn't replace it with like equipment. And when he fixed my toilet the last time, now I have to hold the toilet down when I flush it. I'm just getting a plumber. I have to get a plumber outside them because I don't want their company coming here.

The customer service is super friendly and really helpful. Also, the owners are wonderful. They are a young couple and they're so nice. I requested the owner the first time when he came back because he didn't have any of the parts either to fix my toilet when he came out. And then he said he would come, but then they sent this other guy. And then he said, "I have to be out of town." It has been a costly cluster. I'm gonna call and complain. Everything that the techs did, I have to have someone come back and clean up. I wouldn't do the warranty again because it has cost me $200. And the warranty was five or six already? Now, I have to pay somebody on top of the 200, probably another a few hundred to fix the work that they've done.

The AC that they worked on had been functioning pretty good. It ended up being something simple, just a clogged tube which was something that is probably worth less than the deductible. What I'm finding is the things that I’m having to fix, the repair is worth less than the deductible. If the cost ends up being less than the deductible amount, there should be some type of refund.

The one experience with the garage door, I ended up not going through 2-10’s repairman because what they said was they'd have to replace this whole unit and the cost of that was gonna be $800. He talked me into trying to replace the whole door. I went with a different contractor who was able to replace the spring for half the cost that he was gonna do it. 2-10 hasn’t really paid for itself because of the types of things I've had done.

When the new plumber came, he saw all these things and was like, "Oh my gosh, you got all these issues going on." He called 2-10 and got things rectified concerning one or two of the things that was wrong with it. The guy that came this time around was really good. He reassured me, showed me what was going on and showed me where the issues were. He tried his best to get what he could as well.

Last year, I didn't have any issues trying to communicate, but this time, trying to communicate with 2-10 and trying to get in touch with somebody is odious. You better be ready to sit down. I tried to do the portal over and over, but it kept putting me back. I could never tell if my service request was put in or not. I never would receive any kind of confirmation saying, “Your services are now accepted,” or anything like that. So, maybe the website needs to be looked at once over.

I also a previous issue with my AC unit, and it was a nightmare trying to call someone. I was on hold a couple of times for over an hour and I couldn't get somebody, but I'm trying to be understanding because of COVID. I know people are home and all that kind of stuff. When I finally got through to a customer service tech in Texas, she really helped me. For what I pay, I'm getting helped out and my home is functioning, but then there's something weird going on. Something has definitely changed, but I still recommend them to my friends because I had my AC and my water heater fixed. It just takes time.

This summer 2-10’s contracting company River City Heating and air was dispatched after the July 19 claim and had 24 hours to contact me. After 48 hours of waiting and nothing from their contractor, I reached out to River City for an appointment. This company told me that they wouldn’t be able to make it to even diagnose the issue for 3 weeks. I told them that the time frame was unacceptable. They told me if I “didn’t like it” to reach back out to 2-10 to get a new company to come to service my home. I called 2-10. 2-10 stated that they couldn’t assign me a new contractor until River City rejected the work order. I waited another couple days and had not heard anything from 2-10.

5 days after submitting my claim with 2-10, I came home to my air conditioning unit in the attic leaking water all over my ceiling and puddling onto my hardwood floors. I immediately called 2-10 explaining to them the problem. 2-10 told me that there was nothing that they could do for me and that River City had still not rejected the work order. I told 2-10 that it was absolutely unacceptable and they needed to figure out a way to assign another contractor and how at this point it is an emergency. I reminded the representative of all the damage being done to my home.

During this moment, during a highly emotional time, the representative then proceeded to tell me that it is not 2-10’s problem and 2-10 is not responsible for any consequential damage. I asked to speak with a supervisor to receive clarification as the customer service representative was being short, rude and literally yelling over me. I was told that there was no supervisor available and that 2-10 requires their representatives to handle issues on their own. After requesting to speak with a supervisor multiple times in the same conversation, being laughed at by the representative and given a fake name of Lisa, I hung up the phone and called back hoping to engage with a person with more sense and knowledge.

The next representative assigned to my next call told me there was nothing they could do and that 2-10 was not responsible for any consequential damage stating for me to read the “fine print” of the contract I signed. They said 2-10 requires representatives to keep the original contractor but he would try to “help me”. He was then miraculously able to unassign river city and begin the search for a new contractor. After looking at all the dates and timelines of the other contractors no one was able to service in a timely fashion, he told me that I could set up an out of network contractor to come to my home to diagnose the problem.

After agreeing to have an out of network contractor I decided to have Michael and Sons come out to diagnose, I uploaded the invoice received from michael and sons on the 2-10 website with a representative of 2-10 on the line making sure it was done properly and that they could see all of it on their end. This same representative told me that I would be hearing from someone in their purchasing department within 24 hours. The 2-10 representative advised that the invoice “looked good” and shouldn’t be a problem but would need time to review the claim and get back to me within 24 hours.

A few days (more than 24 hours) go by and I hear nothing from 2-10. Now the water is seeping down my hallway and into my guest room. My ceiling is bowing and beginning to split. I am afraid that my two little children will be walking down the hallway and it will cave in causing bodily injury!! I called again and spoke with a representative from the purchasing department and she said that they “never received the invoice”. Although this is 100% untrue, I got her email and sent it directly to her. She reviewed it with me on the phone and also requested that I have my contractor come back out and draw up a proposal for a whole replacement system as it was indicated in the invoice that a new system was being suggested. She stated that I had a direct line to her through email,she wouldn’t leave me hanging and I would be working strictly with her.

I contacted my contractor Michael and Sons immediately and they came out to give me a proposal for a brand new system. The minute they left my home I emailed the proposal to the representative from purchasing (Milena). I requested she email once received. I emailed her multiple times Over the course of the next few days and still I heard nothing back from her. I call 2-10 back and get yet another representative in purchasing (bchick) who had me have my contractor come back out again to my home as there wasn’t “sufficient information” on the original invoice that was submitted over 8 days ago (why was I never informed and why didn’t anyone reach out to me requesting more information for the order to proceed with the claim?). My contractor drew up a new invoice stating the issues to the unit. This was then emailed to the representative on Thursday, August 6.

Here we are August 13, 2020 (25 days since placing the claim) and there is no end in sight. I am having to put in a claim to my homeowners insurance to fix the damage done to my ceiling (caved in due to water damage, walls and floors (at my own expense) and fear for my family’s safety (ceiling falling in more, buckling floors, and mold issues) due to 2-10’s lack of response to my issue. Had 2-10 done what they needed to do the extent of damage in my home would not be this bad!! This insurance claim can’t even be placed until the air conditioning issue is rectified.

Now I am up against mold and all sorts of other internal issues. How many times can 2-10 drop the ball on the same issue on the same claim and not be held responsible? 2-10 has done a terrible job meeting the needs of a reliable customer who has used their services for the last 8 years. I am truly disappointed. I would hope that 2-10 resolves this issue before legal action is taken.

She, unfortunately, gave me wrong information as it pertained to the claims department, because they told me that was not the case. They were not gonna cover it. We were gonna be out that entire bill except for $20 or something ridiculous that wasn't even worth getting back. The most frustrating part was having the representative tell us one thing that they're responsible for in representing the business. We're not talking of a huge bill. It’s 300 bucks. But principle of the matter is someone should’ve been like, “You know what, that's our fault for not coaching,” or, “We should’ve been more clear with that representative that that was the case.” The call was recorded. They could’ve gone back and heard what she told me explicitly. They should’ve done right by us in just taking care of that issue, taking care of that claim, and reimbursed us for it.

The second issue that we've had with the house has been fine. It had to deal with the sewer line. It's a 60-year-old home that got renovated, so there's a couple old bones here of the original home. We just had some issues with the old piping, taking the sewer away from the home. I went through 2-10, how I learned that I really needed to, and used one of their vendors. So far, it only cost us $100 service charge. We were able to get the lines snaked and cleaned. And at least we have some peace of mind there that the sewer is in better shape than it was.

The contractors are so far, so good. The first one wasn't 2-10's contractor, which was the unfortunate disconnect there. I used somebody who was literally willing to come out at 7:00 p.m. on a Friday evening. He was excellent. We’ve got hooked up with Morgan Plumbing, and they have been good and seemingly knowledgeable. They've been on time, which says a lot, and have done seemingly what we needed to do to get the issue fixed. Our 2-10 experience was sorta night and day based on miscommunication with one of the reps. That first instance was very dissatisfying. It burned me. The second instance has been fine. Unfortunately, when you get burned, a bad experience outweighs the good. I would just tell others, “Just be super careful on the process. Make sure you're covering your butt.”

I spoke with a claims manager and wanted to try to speak to even somebody higher-up. That never happened, but I'm sure that our instance has probably become a little bit of a training ground for newer agents or representatives to answer the phone. I do think it's important that they do tell accurate things or they're sorta responsible for the miscommunication if there is some.

I'm sorta turned off and dissatisfied with the phone call if you can get somebody on the line. One of those mornings, I sat on hold for 37 minutes just to get to somebody. I know the whole COVID thing has thrown stuff into a tailspin, and I'm sure that played into it, but I just can't imagine that I should’ve been on hold for 37 minutes one morning. So, if a buddy of mine already had the policy, I would tell him, “Do everything that you possibly can through the website.” At least, as bad as it sounds, you're not dealing with another human. I got let down by 2-10 as far as the human side. The human experience was a complete disappointment. So, if it has to be sort of a cut-and-dry impersonal experience to the website, that's how I would tell somebody who already has this policy in place to go about claims.

The electric claim actually went really good. It was like a loose screw and when the contractor fixed it, they found something else that was wrong with it, so they replaced that. They had to come back out a couple of days later for them to get the part. It was really quick. They were probably one of our best people that we've gone through or have had. Then we've had air conditioning problems, which is a hassle with the company we're going through right now. We had played the runaround game multiple times with them. Hopefully, we have our air conditioning fixed downstairs soon.

When I called to reschedule when my animal sitter would be here, she said, "Oh, aren't you the one that called Monday with a water heater? You know, I'm gonna have to ask my supervisor to see if I can take care of that." She was irritated that I was rescheduling. I work in customer service on the phones so I know when I hear someone being like that. That was very frustrating.

The website is a simple site, fill out your claim. Ours is an electric water heater and I put in the notes that it was an electrical problem. But because the word water heater came up, even though in the notes I said electrician, it sent us a plumber, who then went, "I can't do anything. This is an electrical problem." I stood there staring at him like, "Duh, I said that." I don't know if the notes are just there for whatever, but it delayed that whole process on top of having that rude lady.

Also, when you go to check on your request, it says, "Submitted." How about, "Someone is working to schedule this for you." That would be more helpful to see where it was in the process. "They're submitting it, someone received it, it's been scheduled, you'll be contacted in the next hour." And then when you check, "It's scheduled, completed." I know it would be more to keep all of that process but it would save on phone calls. The warranty did what it was supposed to and could be polished. I appreciated that we didn't have to spend a lot of money to get a water heater fixed. I'm overall satisfied with the experience.

In general, getting things set up in the beginning was an absolute nightmare. My name and address weren't correct. It took a month to get the address correct. That didn't start as 2-10's fault ‘cause it was noticed by the title company that the seller’s realtor had put in the wrong address. But once that was done, I couldn't get the policy activated because I didn't know that it was the wrong address. I sent multiple emails and spent over an hour on the phone. I messaged through Facebook, and they would say it's been fixed. I would go log in, and it was not fixed. That took quite a long time. It was finally talking to them through Facebook chat which got it fixed. But anything that I can't get done through the portal and I have to call, and I don't know if this is pandemic-related or it’s always been this way, I'm on hold for over an hour before I get to speak to somebody.

It's been six weeks. I don’t know if they have people out and people would call. It's very frustrating. The first trouble call with them was with the garage door opener. We have two garage doors and neither one worked. I had to get both, but you can only put in one through the portal. So then, I had to call them to get the second one added. There are things they need to fix. If they want people just to do it online, they need to make that available if you have more than one appliance.

We had paid to bring the service fee down from $100 to $75. It was right when I logged in, but I was still charged $100 for the first two trouble calls I had. They've sent me a check for $25 for the first one, but they've not sent a refund on the second one. I do have the person who is manning the Facebook Messenger to send me an email to somebody that I can contact about that.

Setup is definitely easier with Choice Home Warranty which we previously had. The appliance technician that has been in here has said I have good coverage ‘cause I'm with 2-10. They're definitely gonna see more from the broken things but we'll see. The garage door was fixed and the guy was absolutely amazing. He was here in over an hour, had all the parts with him and fixed everything. It was great. My mother is with another company and it's always a hassle. They always have to come out three, four, five times before the issue fixed.

We have three appliances that are not working, and they're coming out again with more parts to try and fix it again. To someone else, I would recommend getting a warranty. But until I have more experience with 2-10 getting over the initial setup issues, which I'm assuming are not normal, and if they can get past having to wait for an hour on hold to speak to somebody, then it would definitely be a company I would recommend especially if you have a broken appliance. I have water leaking. They fixed something and it caused the water leak but I know where to go turn the water off. The guy did come right back. I called his cell phone and he turned around.

One of the girls called me from Colorado telling me that we had a garage door that was approved for repair, and I told her about it. She said, “No, that's wrong.” So, she was gonna contact their supervisors and said, “These guys need to change their ways.” But they would send a rep out here. She was great. She got stuff handled for us.

After the call ended he did apologize briefly. He then proceeded to the area of my fan, hit the wall switch and said "do you have a step stool or small ladder". I said there was one in the garage, which he retrieved. He looked inside the vent and said "the fan had a broken belt and it was not covered on my warranty". He advised my fan is called a "whole house fan"! That is not what the inspector I hired when purchasing this house called it, he called it an attic fan.

I ask the electrician to pull the service request email, which he did, and it perfectly described my issue and fan. He then said "well you have to pay me the $100 service fee, but if you talk to 2-10 they might reimburse you". This electrician spent less than 10 minutes on my service needs, but stayed in my home, unmasked, making himself comfortable for over a half hour. I am infuriated! I have been on hold now with 2-10 for nearly an hour, passed off twice to different extensions and had the call drop twice! So far this process has been very unfair, unprofessional, money, time and energy draining; not to mention being placed at risk of Covid-19. My contract renewal comes up in 6 days. If this issue is not quickly resolved we will be seeking a new contract elsewhere!

I've had 2-10 since I bought the house in 2009 and I've never gotten rid of them. I made the mistake of not buying the supreme coverage so I ended up having to pay more because they got into an argument over the backflow preventer not being part of the sump pump. Acorn tried to convince them that, yes, it is part of the sump pump. You can't get the stuff out of the well if you don't have a backflow preventer. But 2-10 refused to cover it so that pissed me off a little bit. But I read the difference in the coverage so that was my bad. I'm not gonna drop 2-10. I'll hang on to them.

The refrigerator broke over a month and a half ago. I submitted a claim, and I had to reach out to 2-10. I get that things were in back order and it took over two weeks for the part to come in, but we were told that they would call within 48 hours and nobody followed up with me. I had a follow up with them on when it was coming in after a week and I left a voicemail ‘cause they didn't answer. The next day, they called me back. But when they finally came, they needed to order another part. They were not sure when it'd be in but they'd give me a call early the next week. It was not until later the last week that I contacted them again but they weren't sure when the part would be in. Then we finally received a call saying that the part was in but it had been two weeks without a refrigerator already.

Everybody has been excellent. The only time I've ever had an issue was when the contractors initially did not come out right away. I had to call 2-10 to ask about them. On a couple of occasions that has happened, 2-10 rectifies it and assigns it to another contractor right away as soon as I let them know that. Overall, I would recommend 2-10. I believe that they are invaluable for my clients' ownership experience as an investor.

My floor is not buckling anymore and my floor’s not hot. My ice maker doesn't freeze up within every week and I have to defrost it because it's taken hot water. My clothes aren't shrinking anymore, which is great. So if I gotta wait a little while for some hot water, I will. That's what I'm living with because we’re not gonna jackhammer the floor out. Nothing would cover that.

2-10 came with the purchase of my home. I intend to continue with it because they did have contractors that show up and it’s inexpensive, so I will continue to use the product. I used them for my downstairs air conditioning that stopped working. I had a guy come out and he said it was installed improperly and he had to fix it. He had to get a part so we didn't have any cold air for a week or two. He was knowledgeable and he did a good job. Then I've had some issues on my toilets. The toilet was installed too close to the wall so it's making black mold on my wall, but they said they can't fix that. They would have to jackhammer the floor out, but they said the warranty would cover that. So I am gonna have the floors replaced. So I'll have them back out to do something with that.

I tried to do another claim yesterday. They rejected it saying that it had already been reported too many times and they couldn't do anything about it. My toilet that they worked on needs to be reseated because it's making a horrific smell, but I’ll have to do that myself because they rejected that one. Other than that, 2-10 really follows up well. Their communication is really good. The contractors are effective. It was a little imperfect, but overall, it's been good. And they actually show up. To find contractors in this area to show up when they say they're going to do and do what they say they're gonna do, even if they don't do it perfectly, is next to a miracle. That's the best part.

I called 2-10 back and told them that. They said that they were gonna dispatch a new company out and I wouldn't be responsible for another copay. Unfortunately, when they dispatched the new company out, they charged me a copay. The company said 2-10 didn't communicate anything with them about the copay. So I had to pay that. I'm still waiting for the company to reimburse me. 2-10 said that I had to work with the company to get reimbursed.

I have to get a new water heater so I followed up with the company Monday of this week. They said that they were waiting on a purchase order from 2-10. They said they've done everything that they were supposed to. So now, I'm going on over two weeks without hot water. 2-10 hasn't followed up with me at all. The company told me that they were gonna follow up with them and give me a callback. But I haven't heard back from them either. So I need to follow up with both at this point.

I also have had a few things go wrong in my home and I had not been not satisfied with the companies that 2-10 contracted with. I don't feel like the companies are knowledgeable. Each time I've had to report or put in a service, the problem came back. It was never fully fixed. 2-10 definitely needs to make a better choice in the companies that they have these contracts with.

Long story short, I invested three hours of my time waiting in my car while repair was done. I took better part of my Saturday afternoon, sitting in my hot car waiting. I informed my client that there was only one remote with the garage opener and no keypad. That didn't seem right to me. The vendor insisted that that was all he offered. You go to Home Depot and every package for a garage door opener includes two remotes and a keypad. So, the vendor was just doing something. We were at the mercy of some guy that insisted he only provides one remote. But that really wasn't the case. It put me in a bit of a pickle. Also, I just didn't like the vendor. I didn't appreciate his attitude. He was confrontational. It left a really bad taste in my mouth. I wouldn't use that vendor again.

I escalated to 2-10. I reached out to the person I had a card from. It went to another voicemail. I got a call back from an individual, Bill, 2-10's regional rep, who told me he took over for the other person. He was good. He was attentive and took care of it. My client never gave me specifics but he said he was credited for something.

The product is pretty well-defined. I like how it's outlined, what you can add to the coverage and things. The brochure is pretty self-explanatory. The presentation of the product and the coverage is good. But 2-10 could do a better job in vetting some of their vendors. They can do a better job like explaining that the licensed professionals they choose are going to be top-notch. Also, the work they do should be clearly defined.

2-10 has badly failed us and I would spare anyone else this terrible headache. Go elsewhere. Also, when they say: "If an appliance is in bad enough shape, we will replace it." In our case, this is a bold-faced untruth. They even said on the phone two days ago: "we're in the business of fixing, not replacing." I caution you believing ANYTHING 2-10 people say.

I have a plumbing issue as well and once again, 2-10 sent me a vendor who didn't do anything. I paid him $85 and said that there was a smell coming out of my shower. He said that the vent trap on my roof was probably clogged. He then said that he doesn't do roof and that he was gonna have somebody get back to me. Nobody did so I looked up stuff on my own. Now, I'm calling another person who is coming out September 2nd that I am personally paying for. I am the principal of a school and there's a lot going on that I didn't follow up in their defense. Still, I would think that they would have called. They're not choosing the vendors except for the second electrical guy.

I’m a first-time customer of 2-10's. I had American Home Shield for probably about 17 years, and I didn’t start having issues with them until towards the end. I found myself having to upgrade to a different plan because it seemed like they would fix something and on day 31 or day 32, if that same problem would happen again, I'd be paying another fee. So I ended up getting a different plan that will cover the repairs for 60 days. I felt like it was going up in price but it was hard to reach people. The customer service started to deteriorate and I didn't think that they use really good vendors.

I'm so glad that I moved over to 2-10 because of the professionalism, the quickness, and the choice of vendors. None of them are on the list that we’ve used before. I already feel like okay. This is for my air conditioning. I had to file a claim that AHS never resolved. I've called several times over the years about the same thing and they wouldn’t replace it even though they were fixing it. 2-10 is also about $26 cheaper for me and I feel like the work is fixed. People explain everything and it's easy for me to reach individuals. I get called back. The overall experience is great. I'm a veteran so I enjoy and am thankful for the discount that they give me for that as well. Right now, anybody that I know that has a home warranty, don't have one or that has American Home Shield, I'm sending 2-10 to them.

I haven't had a problem with any of the contractors of 2-10, except for one. That was last year when I had Joe’s Electric come out for my attic exhaust fan. He called me in a timely manner. We set up for someone to be there, and he ended up calling me early that morning, wanting to know where we were at ‘cause he was already at the house. I told him, “We set up a time this afternoon. Everybody’s at work, and I’m out of town right now.” He was like, “I'm in the area and I was gonna get you done.” I said, “I'm sorry, but we set this time up.” So he ended up showing up. He didn't climb on the roof, but he just looked at it from my back deck and told me that I needed a roofer. He took my $75 bucks and hauled. But I got my money back. I ended up going to buy a new attic fan myself and so, I ended up fixing it. Other than that, I've had my AC, my furnace and now my hot water heater worked on and I haven't had a problem with them.

I liked them as a company from my experience last year. They said that I could pick somebody from their panel. When I knew that, I renewed the policy. But this year, I had another issue happen. I requested a specific company that's on their panel and they told me there was no such thing. Their policy changed but there was no communication about it. They told me that their policy is they contract out to whoever's available which is untrue because they contract out to whoever has the lowest bid. I was not allowed to pick my contractor. It was not even me asking them to pick anybody. I was asking them to give me somebody from their panel but they weren't willing to work with me.

I had some issues with whoever they sent out but at least those people came back and fixed my issues. When this issue happened, there was some damage on my property. It was the second time I was calling them for these issues, and again, I waited an hour or more. I told them people damaged my property and they needed to fix it. The rep said that was my problem because consequential damages were not covered. I told her, “You sent somebody to my property. You didn’t let me pick a contractor. Now, you're gonna tell me you have nothing to do with this.” She said, “You can take it up with the contractor.” I asked for their license number or insurance number and she said they didn't have that information. They only had their address and number. If I needed to do that all myself, why the hell was I going with a home warranty? They just left me hanging.

Thank God the company was decent. The owner and the manager came. I had put in so much energy and fight with them. It cost me more than two and a half days out of work trying to track these people. Every time they were in my property, it’s COVID, they were walking all over. They have taken the toilet off. I was running after them cleaning sewage because they were not putting their booties on properly. It was such a mess. Then, they had to come back to do all that and I had to be running after them because they already damaged my property once.

I called 2-10's cancellation department. The cancellation guy said, “I don't know who told you that. This is wrong information. Of course we're gonna look into this damage thing. You can talk to claims management.” He gave me two numbers and I called both of them. One is the wrong number and the other goes to another sales desk. The lady was like a robot. They kept saying they didn't have it. Each time I was calling them, I was waiting two hours on the phone to hit a dead wall. Then they took my number and a supervisor was gonna call me back. They never did.

I went through this cycle two to three times. I kept chasing them to try to get answers. The contractor ended up coming out after I'd fought with them. The manager was an honorable guy. He came and said, “We’re gonna change this.” He did it all out of pocket. But I should not have had to deal with that. The whole reason I went with the warranty was for them to jump in and take care of things. All they did is make my life hell and they have zero accountability. I even told the cancellation guy they need to cross train people that when they get a question, they at least can route the customer to an appropriate person. All I was getting was two hours of wait time and after that I get idiots who don’t know anything. It was all set up for failure.

A cousin of mine bought a property. I told her, "I went with 2-10. You should go with them. I was able to pick a good contractor and it worked out.” I encouraged her. I told the rep, “I got an email saying that you were running a referral program. Can you honor my request? I referred her two days ago.” Again, nobody knew about this program. Nobody could honor the account for me. It was just $50 bucks but I got them business and again, they were gonna act like I was dead to them.

I cancelled the policy. I paid $715 out of my pocket and I got $550 back. It's fraud. When I get a chance, I'm gonna complain about 2-10 to the Better Business Bureau and anywhere and everywhere I can complain because I am so mad as to how they handled this situation. For all they put me through, the least they could have done was refund me my full money. The guy was like, “Okay, it’s this much money per day. You have used this much, we will refund you this much.” I said, “You are such a freakin’ robot. You have zero human elements. You did not give a ** about what I just told you, what I went through.” I have immune suppression so for me to have people over for the amount of time they came over was all risky. What they put me through was such a dangerous situation where people were going in and out repetitively because of issues they created.

I called once 'cause I had a question about something, not just to submit a claim, because I wasn't even sure if what I was gonna try to submit something for was covered 'cause it was a fan in my attic. So I had to wait quite a while to talk to somebody. But then, it was covered, so I said I would just submit it online and then that went quicker.

The two gentlemen that came to fix something electric to fix my attic fans were amazing. Then I had somebody come fix my dryer element, he was very pleasant and knowledgeable. It was very nice. I haven't had any issues. I'm happy with 2-10 and I would recommend them to friends if they were looking for that service. It served its purpose of what it says, for when something breaks, they call. It's been pretty timely and fixed correctly. I've never had to have someone come back twice for the same thing.

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.

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.

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.