2-10 Home Buyers Warranty Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: March 19, 2020

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

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

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

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

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

Renee

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I’m glad that the AC unit finally needed to be replaced, but every year, I’ve had to call 2-10 Home Warranty about my AC unit. But two years ago, I had to wait three weeks for a part to come in and I had my tenants in my home with 90-degree weather. It was a very long time. But this time, I went ahead and asked them if I could go ahead and send someone out because my property manager had someone to do it. They told me, “Yes.”

After I spent $800 out of pocket, I fought with 2-10 for two weeks to get my money back. So I was $1,500 out of pocket and I’m going back and forth to get it back, and I had to talk to three levels of management in order to get my money back. Had I not worked in insurance and just being the regular person that don’t know insurance, I would’ve never got my money back. So it was kinda frustrating. I’m really, really considering to change warranty company. I'm very dissatisfied. My interaction with 2-10 and the vendors that they send out was a very frustrating experience.

At this point the Pergo floor is buckling up from water leaking. They assigned another plumber which was very upfront and said before even looking at it that 210 would only pay him to fix the leak and if he had to pull the toilet and if I had to fix the floor if have to pay twice to have it reset after the floor was fixed. 210 denied the floor claim even though as of 1/15/20 none of their contractors have showed. 210 called me back and asked if the service was done. I said no and told them that no toilet for 15-16 days and no repair man and leaving the floor wet and untreated. I felt they should've stepped up and fixed the floor and the leak. They danced around the subject and I paid a contractor to come in and pull the floor and toilet up and repair everything last Sat. No thanks to 210.

So I had the water company out and they said the same thing, that this guy was a con artist, that he breaks things. He has been reported before for breaking pipes and then saying, "Oh, this needs to be fixed." He tried to charge me $400 to fix this little half-inch pipe that was broken, and it only took him about 10 minutes to fix it. He was gonna charge me that, but I said I just lost my job and I did not have that money. Still, I ended up paying him more than I should have and my neighbor said I shouldn't have paid him anything. The last time 2-10 tried to send him out here for a problem, I told them I did not want him because he is a con artist. Nevertheless, with 2-10, I never had to wait very long. Everyone was courteous and got me the help I needed quickly. Except for that one guy, I've always had a good experience. They are great.

2-10 called me to let me know that the wait might take a little while and that if we had a delay, they would consider looking an out-of-network provider. However, that might cost more and they may not be able to make a full reimbursement. We contacted an outside provider and they looked at it. They realized that an electrician wasn't needed. So, I called 2-10 and told them what the outside contractor said.

We got in touch with an escalation department in 2-10 and they were very helpful. About the same time I was calling them, I was getting a call from their claims department saying that the claim was being denied because the contractor had indicated that we had some problem in the slab and that was what was causing the damage to the cabling that they were talking about and that was why the electrical wasn't working to set off the thermostat. I told 2-10 that wasn't true 'cause the outside tech has just been there and there was no problem with it. I had watched that tech diagnose my problem and check everything out. I told 2-10 they were getting bad information from the contractor. However, the original contractor didn't tell me that they had reported another problem to 2-10 and they said that the part that contains the Freon was leaking and that needed to be replaced as well.

The escalation department told me that and that would not be covered as well as there was something with the house that caused my problem. They sent a different air conditioning company out to get a second opinion. The first thing he looked at were caps that had not been put back in place and he asked what those things were doing on the ground as Freon was gonna leak out. So, he put them back, got some Freon and filled my unit back up. I reported all this to the escalation department and they reimbursed us for that and the electrician. They also reimbursed us the service fee we paid the original contractor. I asked that they report what happened to somebody in 2-10 'cause the first contractor was bad news and we didn't want him coming back to our house. Because 2-10 took charge of the situation and resolved it very well, I'd recommend them.

I went to the park office and told them what the contractor had told us. We told them we bought the house from them brand new and that the unit has used parts. I told them I was gonna contact an attorney to see what our options were. They sent their guys out real quick. They were saying that it was some other stuff that had gone bad. The way it was checked was they put two wires in the hole that tell them how much back pressure there is and it has to be within 0.003 that it would be within the standard. My wife said the contractor didn’t do any of that. The tech did whatever he said he was gonna do or what it was 2-10 paid for. 2-10 took care of everything and they did what they could do. It was just the air-conditioning company.

We would call 2-10 one day and get one answer and they would tell us to call back the next day for a follow-up but it would be a completely different answer. They would call me and tell me one thing, and then my fiance would call, it would be a different story. They would pass us along from department to department. It was literally a nightmare for about two weeks. I stayed on the phone for over an hour and a half one night just going back and forth between different people. They don't communicate between their departments, and they don't follow up like they say they're going to, so there was a lot of lag.

The whole process could have been done within about a week and a half to two weeks, but it took over three weeks. Eventually, I ended up calling and we finally got in touch with the right person, and we were assigned to a specific agent, and once we were assigned to her, things got moving. They told us that they would reimburse us for the heaters, but that would have been really good to know in December 3rd when our heat went out.

If they had assigned us to that specific point of contact from the beginning and we have one person to talk to, it would have been a much easier process as opposed to trying to have to talk to four different people to figure out who I need to talk to and explain my issue four different times and let four different people read the notes that they don't know anything about. So we were not very satisfied.

I called 2-10 and spoke with a customer service rep who was quite sympathetic, but informed me that the authorization for repair or replace would have to come from their purchasing department - and of course, he has no contact information for them. When I reiterated that having heat was necessary to the habitability of my home, he continued to be sympathetic, and had the audacity to wish me good luck.

Quite, frankly, I have no problem with the actual service provider, but when a home warranty company has a set of policies that make it impossible to get my heating system functioning in 20 degree weather, I question the usefulness of having a policy at all. They're there for you until you actually need them. Next year, I will just save my money from a warranty service, and get things fixed on my own. Very disappointed in 2-10 Homebuyers warranty program, and still freezing cold here.

I called Low country back on Thursday January 16, 2020. They young lady stated that she gave the guy the message and she didn't know why he hadn't called me back yet. She called him on another line and stated that he was going to call me. I also called 2-10 on Thursday January 16 and again they said that the repairs has been approved.

I called Low Country back after and hour because I still hadn't got a call from the guy. The lady proceeds to tell me that the work order has been closed since Monday January 13, and that 2-10 hasn't even sent them an email about approval. The guy finally called and said that he had to talk to 2-10 because he didn't think that the zone system was covered by them.

I had to go back and forth calling 2-10 and Low Country on Friday January 17th just for 2-10 to tell me that low Country will have to come back out to diagnose the problem. Which made ABSOLUTELY NO SENSE!! Low Country didn't come out to my home until Tuesday January 21, 2020 only to make the same diagnosis as the first time. 2-10 calls me to say that the zone system is not covered and would cost me approx. $600 to get it replaced myself. Which is a bunch of BS! I have been without heat since January 8, 2020 only to get the runaround from Low Country as well as 2-10. Worst home warranty company I've dealt with. I do not recommend 2-10 to anyone!!

Right now, I'm waiting for a vendor, KC Heating. I reported that my heating wasn't up to par. Every time this young man, Kevin, calls me from KC, the first thing he asks me is if I have the $85 deductible. That's not what he should ask me. He hasn't even come out and rendered any services for me but he's worried about the deductible. 2-10 has horrible vendors and 2-10 doesn't play fair. I stuck with them but it's not easy. When it's time for me to renew my coverage, I'll try somebody new.

I had had our heating system serviced through a local company here in town in the spring and the fall to make sure everything is fine. They were saying things on the furnace, that there was a crack in the heat exchanger, and that it wasn’t putting out carbon monoxide. I told him, “I’ll call my warranty company for a local heating and cooling company.” He said, “Those warranty companies are gonna find an excuse not to cover it.” He was trying to get me to go ahead and have him do whatever. I told him, “No. I sell real estate and I’ve never had any problem with the warranty companies. And you don’t know what you’re talking about and I do.” So, I called the gal from 2-10 and I sent her what they had sent me. I told her, “I don’t want somebody coming out and paying them the $75 deductible if it wasn’t covered.”

Within an hour after I called 2-10, Hansen Mechanical called me back. It was super quick and I was shocked. They came out and replaced the furnace within a couple of days and I was impressed by that too because I thought it would take a week. The guys that came out were very professional and super nice. I didn't feel uncomfortable around them at all, because that was the main reason for me changing warranty companies.

My husband passed away, so it was uncomfortable having strange people I don’t know in my house. I’ve got a lot of valuable things in my house. I had a problem with the other company when they sent a guy out that was a crackhead. He brought his girlfriend with him and she was wandering around looking at things in my house. I thought she was scoping me out. They can unlock a window downstairs or come back. But every time I’ve ever had any contractors come out from 2-10, they’ve all been companies that I’ve recognized. They don't get people off of Craigslist. However, there were times when 2-10 reps won’t tell if it was a covered item or not, and then they'd have a contractor come out. And then they have to pay the amount and it’s not covered. So far, 2-10 has paid for itself because they took a big hit from me this year. I had three toilets and a furnace replaced, so that was a lot of money.

I’ve had issues and I've talked to Diana, and she has been wonderful. One time, I had a handicapped client with a condo that we were selling. She was paralyzed on one side of her body. She had a computer, but it was hard for her. She had an AC that went out. She called the warranty company and they sent somebody out that supposedly fixed it. It did the same thing again and it wasn’t working. She called the warranty company and they gave her the runaround, so she thought, “I’m calling the people that put it in for me.” They came out and told her, “We don’t know who they sent out, but that’s not right. It needed to be replaced.” And she had to go ahead and replace it because of her health issues.

I called and explained everything to Diana in corporate, she took over and handled everything. I got the bill from the seller and turned it in to Diana and 2-10 covered it. The seller was so impressed with 2-10 doing that, that the next place that she bought, she got the 2-10 Home Buyers Warranty. I told her, “They're the best. No other warranty company would've done what they did for you.”

The contractors were okay and they communicated okay. But I can't say that they were A-grade contractors. And before, we had another issue with a plumbing leak. And the company that was supposed to come didn't call or they took another two days to come. So we went ahead and took the allowance that was contributed for that repair and got it taken of ourselves.

Other than that, 2-10's reps are good. Depending on what they have available, someone comes out the very next day the call was put in and sometimes, it takes a couple of days. I had a water heater problem and the contractor was very good. They came by and did our water heater twice. Then, they realized that whatever the problem was and it couldn’t be fixed so they had the whole water heater replaced. The replacement took a couple of hours.

If that had been Choice Home Warranty, they would have probably said, “It's been too soon. We're not gonna do that.” Or if they did do it, “We'll pay half and you have to pay for the rest.” But 2-10 took care of me, so I'm gonna be a life-long customer. I also had some pipes go out a couple of months ago, and they came and fixed it. It came from the ground and the bill was very high. I went through the house trying to check for leaks, but I couldn’t find it. The only other thing for me to do is to check outside, and I've seen the meter running when there was no water going. So, they sent a guy out and he replaced the whole thing. Their reps were patient with me.

My neighbor came out to see what was going on with the pipes and I told him about 2-10 and he said, “Give me their name.” If you wanna do things right, you want a good company to give you a good job or you just spin in circles, it will work for a couple months or weeks and then be back to the same scenario, and that can get costly with house expenses. So, I highly recommend 2-10 to anybody that I talk to.

The job cost me almost $5,000 and they only paid $644. They said that that was the maximum that they could pay for that job. They cut it off at what they felt needed to be replaced and how they felt like it needed to be replaced. Also, I went outside of the person that they recommended because once before, they recommended a plumber who said that it would be approximately two months before they could come out. I canceled that first one, which was why I couldn’t go online to put in another job because it said I had a job. I had to call and cancel it out.

It took almost five days for them to even make the decision. Then it went to another team to decide what model they were gonna buy and it had to be approved too. The repairs would have cost double the price of a new machine so I thought it would have been quick, but it wasn’t as quick as I thought. I didn’t care whether it was repaired or replaced, but I was happy that we got the washer. I’m also happy that it’s now working, but I was a little disappointed in how long the process could take. I have two young kids and being without a washing machine for over two weeks is not easy.

Because I’m out of network, I don’t have anybody else in my area. From day one, he didn’t pick up the unit when he said he was going to. He told 2-10 he was going to install it on New Year’s day, and he never even picked up the unit. He called me and said, “I”ll be out there Thursday.” I took a day off from work on January 2nd, then he called me and said, “It’s raining, I can’t come out there. I’ll come out on Monday.” That’s when I called 2-10 and said, “I can’t deal with this. It’s cold. I’ve been without heat for a month now, just cash me out.” That man started yelling and screaming at me about it. He told me he will not work in the rain or in the snow, and if it’s too cold, he won’t come out to do the work. Basically he was giving me the runaround and I got tired of dealing with it.

2-10 sent me a check for what they were gonna pay that guy and I found a company that would come out. I called them on Thursday, the 2nd, and I called around to see who could get out there the quickest. I paid that company to put my unit on, and I had it on my house Friday morning. So, I’ve had heat since January 3rd, but I went a month without heat with dealing with the contractor that 2-10 was using. Still, I had their buyout money within a week, which I was very happy with.

Originally, the gentleman that I called out to do the diagnostic called 2-10 and he billed them for the work. He told them flat-out, “If I get the job, I won’t charge you for my time going out to do the diagnostic. But if you don’t choose me, then I’m gonna bill you.” They chose not to use him, so he billed them on Christmas Eve. They called me on Christmas Eve and said the check was in the mail and I still have not received that check. This man’s calling me everyday looking for his money and I’m like, “I don’t have the money to pay you.” I have to wait for their check to come. So, I’m still waiting for that check. 2-10 told me the check was in the mail and I’ve been calling every week looking for it, telling them I haven’t received it. Two days ago they told me, “We need an invoice.” If they had told me that a month ago, I could’ve told this gentleman they needed an invoice and I could’ve had the check already.

Sometimes, it’s a bit of a challenge to reach them, but I know in this world now that everybody’s busy. I’ve had several personal service calls lately and they’ve been good. But if you ever have to follow up and get in touch with someone else, it’s really cumbersome to get through the system. Also, it’s a little bit difficult getting through on the automated line if you have a particular issue. If there's a straightforward service issue and we can either do it online or press the automated number as a homeowner and it would be a straightforward, “This is what I need,” that would be good.

I had another claim and this one’s not on a positive nature. Getting them out here for the initial estimate was pain-free and so was getting the work set up. But with getting the actual work done, there was a two-week lag between getting the guy to come look at it and getting all the paperwork for them to come. Then, I needed my king valve replaced and 2-10 didn't have a classification for them doing that kind of labor. So, I was gonna get stuck with a $300 additional labor charge called an excess fee.

In the end, there was another way to fix the issue that didn't involve replacing the part because it was a Teflon gasket that had gone. And the tech put Loctite in it and it’ll hold until we replace that part of the unit. The guy who came to do the repair was really good at assessing the situation and deciding if we need to do the full repair or if the stop-gap was gonna be good enough for the life of the unit. He saved me $300. Working with 2-10 was fine. It was just that they didn't have that particular repair covered. They need to add my repair type to their repertoire so that it’s covered. That one hiccup was aggravating but it turned out fine in the end.

Trying to get somebody to listen to me seemed to be a problem at first. It took way too much time because we had people coming over for Christmas, and it's really hard to do dishes for 30 people without a dishwasher. So, we were trying to get it all straightened out before the holidays, and that didn't happen, but it's all straightened out now.

They need to improve on their communication. I'm in customer service. I repair office equipment for a living, so I can't leave somebody's copier down for three weeks. The action needs to be quicker. With 2-10, their reps don't seem to be in much of a hurry. But it's all behind us now. I'm happy things have worked out, but I didn't like how it had to be worked out.

The washer experience was fine. However, we had a real bad experience before where I reached out to the CEO of 2-10. We got transferred to the procurement department, and we had an issue. We had a refrigerator go out, and they were gonna give us a replacement, but it did not include the ice and water dispensers, which to us is very standard. We had this luxury plan which said it covered those, and the procurement guy was just saying they didn't cover that. I asked him to explain and he got kind of condescending and patronizing. He said, "Sir, walk to your sink. There should be water in that sink. If you turn the handle up, the water should come out. Then you can put it in an ice tray, then you can freeze it." It a very negative kind of experience but the regional manager reached out to us, took care of it, and apologized. Other than that, 2-10's been great.

The issue I had was with my microwave. Initially, they said they weren't gonna cover it and I asked to speak to someone that was gonna give me my money back for the warranty or was gonna cover the microwave. They transferred me to someone else. They ended up covering it, but they didn't match what I had in my home. They only matched my color and name brand. My microwave was energy sensing microwave and it had a lot more functions and they only matched it with Whirlpool in black. So, I lost a lot of functions. They don't cover that. The contractor I got was awesome, though. I called 2-10 and asked them to put them on my contract as the contractor for everything that I'll be having done from now on.

Original Review: Jan. 19, 2020

My recent claim with 2-10 was excruciatingly painful. We had just moved into the house on the 13th and noticed that the heat wasn't heating correctly. It'd gotten warm so we thought that the heat was kicking on but it was just because it was warm outside then it got cold again. I put in a claim and paid the service fee. The tech came out and determined it was the evaporator coil. Friday I was told that it was part of the 2-10 warranty and they won't have to pay for it. Then come Monday, 2-10 told me that they weren't gonna cover any of it. For me, that was odd. They gave me two reasons why.

The first reason was that the part was under warranty and the plan that I had did not cover parts under warranty. I told them that it made sense because the manufacturer should cover that. If it was still under warranty, I wouldn't expect them to pay for a part that they didn't have to pay for. I still expect them to cover the labor though. But they said they weren't gonna cover that either.

Then, in their professional opinion, the parts of the system were not in good condition when the service agreement started. But I had a full home inspection and they did an HVAC. They had a laser thermometer pointing at the vents and saw that the system was heating accurately. In their service agreement, it clearly stated that the system needs a simple, mechanical or visual inspection. I had proof of that and I sent that to them.

At that time, it was the Friday before Christmas and I needed an answer because my wife is pregnant. We also had an 11-month-old at the house and it was cold. I needed to know what I needed to do as far as taking care of my family, getting this system fixed and then taking the appropriate action against the company to make sure that they were holding up the end of their bargain.

Citing that I didn't have the supreme coverage that covered parts under warranty, it was a really bad issue because I was going to take legal action. They tried to play a lot of the vernacular and language games. I provided all the documentation in a timely manner but it just went from one department to another. The hold times on the phone were ridiculous so I spent hours on the phone with them trying to talk to the right people. One person denied the claim and another person said they were gonna pay for it.

This was our first home purchase and apparently, they had 2-10 Home Warranty prior. The home was built in '16. The system is not old enough to malfunction and fail the way that it did so I was perturbed. In the end, they said they were going to accept the claim and that it was gonna be the last determination that they were gonna give. They also sent me back the $100 service fee, which was nice but they should've recouped that money because the tech did come out and do it. But it was a horrible experience all in all. I will definitely not renew them come next year.

I threw food out last night. I'm standing right in front of the ref with the doors wide open right now. When you open the refrigerator, you would at least feel this refreshing air that kinda hits you, but that’s not happening. I have my hand up against the interior wall and there’s nothing cool about it, not to the point that it’s keeping food cool. But the technicians were great. They were very knowledgeable. They knew exactly what they were doing. They were very customer-oriented. They answered my questions. I asked if they thought that it would work, and they said, “We don’t know.” And that was a very real and true response. I still think I'm sitting in the same place I was from the very beginning though. The motor is working. I hear the refrigerator turn off and on, running, but it ain’t cooling. So I need to call 2-10 up. But overall, I like 2-10. They give their service by the response that you get and their willingness to respond when something happens.

When I called 2-10, they thought it was a house that was for sale. We were getting the seller's coverage during the term of our listing agreement. But we bought a policy on our house as owners of the property. It was a big mess. We ended up calling in and I got from one department to another. They finally said to us they were gonna cover $1,500. We decided to go ahead and have it because we live in Florida. We could not have a heat exchanger and the AC. They shut off our both our ACs because one unit wasn't doing well and the other one pretty much stopped working. We ended up replacing them both.

I then talked to my rep and asked if there was a possibility of getting reimbursed for the 1,500. She asked what the 1,500 was for. I told her that was what the customer service told me. She said no. That was for a house that is listed and not a property that is already under warranty. It was a big mix-up. We requested the paperwork be sent to us. It was never sent to us even after we got the reimbursement for some of the money. They gave us 1,765 towards the AC units that we replaced.

The only reason I know a little more than the average person is because I'm a real estate broker that works for a firm that uses the 2-10 warranty. I kind of went around the system knowing that I probably shouldn't do that. But we got a really good price on getting our two AC systems installed from a third-party, which I'm certain 2-10 could not have covered for that kind of money.

However, their contractor didn't have a business card. He wasn’t wearing any attending tag or anything really professional. Still, he was very nice and on 2-10's side, everything was great. Perhaps 2-10 could supply their contractors an agreement showing that I contacted the contractors through them and that they are the ones being sent out for my claim.

The water heater was really a sore item with me. It not only gives us hot water, but it also provides heat for our home. So, it went out in the cold months here. Apparently, they don't have a limit to the dollar amount on the water heater portion of their policy, so I had to call my own vendor as usual and I did. When the vendor called 2-10 to tell them what was wrong to get approval for repairs, they said, "This doesn't fall under water heater work. We're gonna put it under heating and cooling of the home." That has a cap of only $1500 and my whole bill for just getting a workaround for it to work for now, wound up being $4000. They only wanted to reimburse me 1500 and that was really disheartening. They wanted to put it under geothermal. I said, "Why can't you apply half of it to water heater and half of it under geothermal category, and let's just say I've maxed out my geothermal for the year because I used it?” But they wouldn't do it.

I don't understand why they couldn't divide that for my purposes under two different categories, since it did heat my home and it was a hot water heater. That just meant that I would have been maxed out on my policy for the year and I couldn't have claimed another claim under that category. So, I’d have to look at the paperwork. But let's just say the category was heating/cooling. So, in the summer, if I were to have a cooling issue, I would have maxed out. I don't understand why they didn't do that one that way, because that's a big chunk of change out of a homeowner's pocket and that's the whole reason you buy the home warranty.

I'm a Realtor so I do offer home warranties and suggest home warranties to my clients. So, the one thing I tell them is if you go with 2-10, you would have to pick your own vendor 99% of the time to do the repairs in your area. On one hand that's okay for me. I don't mind choosing my own vendors and don't go some willy-nilly company. Whereas the competitor, First American, have people they have under contract here, so they don't have to go find their own fix-it company when you’re working and you don’t have time to make all these phone calls. So, there's pros and cons to that. Overall, I’m not totally dissatisfied. The water heater issue really was the kicker.

My husband just said to me, “He’s acting funny.” I was on the phone for work. The gentleman said some things to my husband under some sort of discrimination. My husband was supposed to leave to go to church, but didn’t wanna leave me alone with him, so he went and knocked on the neighbor’s door, and got the neighbor to come over until my mother came because he didn’t wanna leave me alone with him.

So the guy was installing the water heater drunk. He spoke to me a couple of times and told me that he had to leave to go pick his daughter up from daycare and the other water heater was still emptying out and he wasn’t gonna be able to get it up the stairs because it was in the basement. He asked if he could come back the next morning. I said that he could. But I said I was gonna reserve paying him until the next morning. I was gonna hold my check until he came to get it because I didn’t have the fancy warranty. The warranty I had said that I had to pay for removal of the water heater and pay a $35 fee for him to contact the city to get an inspector to come out. I had to pay $100 for the service call. The second check was 185. So he got 200 out of us. We don’t care. He’s never coming back to our house. We’re never contacting him again.

The next day when he called to pick up the water heater I sent him a message at 10 o’clock and said, “What time can we expect you today?” And by then, my brother had stopped by on his way to work, and my husband and my brother and I got the water heater up the basement stairs and out on the driveway. We didn’t want this man coming back into our home. The next day when he came there was also some more comments regarding race that were made, and he was also drunk the second day. But he had a friend driving him that day. I was concerned about the installation of the water heater because a drunk person did it.

I called 2-10 back on Friday and expressed those concerns without saying that the man was drunk because I didn’t want them to call him and say that I had called and said he was drunk and have him try and come back and yell at us. He had been very aggressive in some of the things that he said. When he showed up at the house on Thursday and he was climbing out of the van he turned to my husband and said, “Do you wanna get murdered today? ‘Cause I feel like killing somebody.” And then he started to laugh. We didn’t find that funny at all. I wanted 2-10 to send a plumber out, and they told me to call him and have him come back. I explained to them that I was never calling him again. And we also never had any information on the city inspector.

Also one of the gentlemen at 2-10 that I talked to made me cry. I called back for a week. And then when I called back the second Friday that rep said, “You just need to call that man and have him come back out.” I replied, “You don’t understand. This man is not coming back to my house.” I got a lump in my throat, and he could tell that I kinda cried, and he said, “Are you crying?” He kind of belittled me and that wasn’t okay with me. I called back the following week and he answered the phone. I said, “You don’t remember me, but I remember you. You made an impression on me.” I said, “Last week, I was scared and upset. This week, I’m angry. And I want this resolved.”

And they finally sent another plumber out. And luckily the city inspector hadn’t come before because we wouldn’t have passed the inspection. The second plumber that came out was amazing. He and my husband spoke and then, finally, 2-10 had him request our permit. 2-10 told me I was gonna have to just spend the money and get another permit. I said, “I’m not spending a dime. You all sent this person to my house. I did what I was supposed to do. I paid him. And you’re gonna take care of this.”

2-10 didn’t work for me. Once the issue was resolved and after the city inspector came I canceled 2-10. They’re no longer my warranty company. I have another warranty company now. Had they been kinder to me about dealing with that contractor they wouldn’t have lost me as a customer. The way that they treated me while I was going through that nightmare was why they lost me. I was told a couple of times that someone would be following up with me. No one ever followed up with me ever.

2-10 has paid my claims all the time. But I won’t be real happy if it continues this because I don’t know what’s doing it until I get my light bill. And my light bill was over $500 the first time it did that. So, I don’t know if I should be given a new unit because the problem keeps occurring. I don’t know how much they're paying each time the service company come but if it’s $200 or $300 or $400, then it would be to their advantage to go and get me a new unit because it adds up. Also, it is a little bit inconvenient to have to be really cold or really hot. But other than that, they have paid very good.

In the middle of winter, the water heater went out and we got 3 kids under five years old. We had to wait a week and a half just to get somebody to look at it, when I could just go run down to Home Depot and fix it myself. But then that would cost me extra 200 bucks. I gotta make that extra money worth it or not. So, 2-10's response time could be improved. Other than that, the technicians who came out for the water heater were quick, helpful, and nice guys. They did a good job.

That was a little unfair under the circumstances because their contractors can’t provide a response in a timely way for something which is a necessity. I reluctantly went ahead and paid the 800-some dollars out of my pocket. I did get a check from 2-10 in a timely way, but it wasn’t as much as I thought that the reimbursement would be. Other than that, I have not had a problem with the contractors. From the garage door to plumbing to electrical issues, I have found them to be excellent. Overall, we consider 2-10 one of the best. My wife is a real estate agent and she’s referred her clients to use them. We still tell people about them, particularly new homebuyers. I can call them almost any time in the day or the night, and when I call them, they have been responsive. They’re very professional when it comes to the customer service end of it.

Initially, one of my ACs stopped working. I called 2-10 to get them out there to fix it. They sent one company and the tech said that my Freon was low and he just needed to put some in it. He also said that there was a pressure thing that they needed to do. They just put Freon in, but they didn't do a pressure test to try to find the leak. Another issue I had was that when my AC was on, my heat will kick on for no apparent reason. I didn’t get very much help by calling into 2-10. The rep authorized the thermostat to be replaced, but it never was.

When winter came I had an issue with my heat in both upstairs and downstairs units. I put in for the heat. The contractor came out and said that I was low on Freon. I asked if the Freon and heat go together. They said they didn't know and they had to replace the coils and a fan. I said okay. It went on for a little while because 2-10 ordered the parts and sent it to the contractor. However, the part that was ordered wasn’t programmed correctly.

I waited a little while and 2-10 sent another part to them. But there was a point when I said that I’d pay for whatever the part was so I could have heat. They said that they would come out on Monday, but they never did. When I asked if they were gonna come out, they said they were closed. I said, "You told me that you’re gonna come out. You took all the stuff out of my house and I have no heat, and it’s cold. What do you want me to do?” Eventually, the part came and I was told that it was gonna be put on tester somewhere to make sure it was programmed correctly. Then the contractor came about two hours late. They installed everything and said that it was working great. Unfortunately, I was at work and somebody else was there to make sure that the work was done. When I got back to the house, my emergency heat was still on.

When I call 2-10 on the phone, they normally have somebody call me back and the issue is rectified. But I'm having issues with their subcontractors. I shouldn’t have to contact 2-10 so a contractor can do their job properly. I’m constantly dealing with an issue where the contractors can’t do the work that they claim they can do When I asked a contractor what was going on with the system, his exact words to me were, “Your system is about to die. But as far as 2-10 is concerned, as long as there are still parts to be made for your system, they don’t care how many parts they have to change in that unit, they’ll keep changing the parts until they can’t anymore.” I asked how was that cost-effective and he said that it wasn't. 2-10 figured that it was more advantageous to keep throwing parts at the issue than just putting in a new unit and calling it a day. Other then that, I’m satisfied with 2-10.

I've had 2-10 coverage for about a year and a half, but I just sent a cancellation yesterday just because their prices went up. To be honest, I didn’t notice it because it just comes out of my credit card account and I have a bunch of stuff in my credit cards. I just pay a big amount each month. And then I realized it, and when I called yesterday, the rep said, “If you called in back then, we could’ve gotten you a discount. I can get you a discount now if you can wait. Or I’ll call you back.” I said no because they told me they'd drop it by 20%, 30% now, but they wouldn’t retroactive back to September. So, that made me even more mad because I’ve been paying the extra amount since September and they knew I could’ve gotten one. They could’ve sent me a letter telling me to call in, but they didn’t say anything. I just thought that that was really bad business. My experience was great though with how fast they were to turnaround stuff.

The heater was original to the house, and when the home inspector came through, he didn’t really see a problem. But when he did come through, it was like 92 degrees outside so they didn’t turn the heat on. Everything looked okay. We did turn it on the beginning of October and everything was fine. It wasn’t running much at all because in New Jersey, we get summer that goes way into even November sometimes, and it would run at night. And everything was fine. It sounded fine. My husband’s an electrical engineer, so if it sounded funny, he would’ve noticed it. But I was home one day in November, and we were putting up Christmas decorations and it was warm enough outside in the morning to crack your windows a little bit. But as the afternoon went on, I felt that it was getting awfully cold in here. I realized that it had gotten cold outside so I shut the windows, but it never did get warmer.

By the time my husband came home, it was like 60 degrees in the house and the heater had never gone on and I told to him, “You might want to look at that.” So, he went down, banged on a few things, and he said it was not working. He said, “But I can’t see why. The pilot light’s lit but it’s not staying lit.” He called the number we had for 2-10 and expected nothing. But the next morning, they had someone call us, a heating company, and the guy was out within a few hours. And he went down, he looked at it, and he says, “The good news is that there’s nothing drastic, but you do need a new furnace.” When I said, “That’s the good news,” he said, “But it’s covered.” It took them two days. It was chilly in here. The temperatures had dropped in the last days, but they were in here within 48 hours with a brand-new heater, got it installed, and it was ready to go in one day.

The day before they came to install the heater, the phone rang and it was the people from 2-10 wanting to know what they had said and they want pictures taken and that kind of thing of whatever the defect was with the heater. And I thought, “This is great. They’re gonna find a reason not to cover this.” But they didn’t. They asked the questions they needed to, and the guy came out, and he had the heater.

Due to the availability of Sears being back out here, because they were looking at a month to get back out here and install the parts, being that long without a refrigerator, especially at the holiday times, I called back to 2-10 and asked them, “Look, can we just cut a check for this and I go get a new refrigerator because I can’t wait this long?” And after talking to several different people, they were finally like, “Yeah, no problem. We can do that.” When I was trying to see about getting a check, I got a lot of, “Well, that’s not my department. Let me get you to the department that does that.” I went through four different people before I got to somebody who would handle that. To this day, I am still waiting for Lowe’s to deliver the third refrigerator, hopefully, undamaged. But they’re letting us use the last one until we get the newest one. They’re probably about a month out. So, it’s been a nightmare, but it's not on 2-10’s side. They’ve been handling it quite well.

I also had a recent experience with 2-10 for my heating system. It was when it was 20 degrees and below and I had to keep calling them every day. The contractors said they had to reschedule the appointment. Moreover, they had to go get the part needed, come back and check that part in. They got the part needed the next morning but they never checked it in until the next day. So, I had to wait for them to do that and still had to wait to be scheduled for the day after that. Still, 2-10 was very thorough and efficient in trying to get someone to repair my furnace quickly. They were quick to approve my request and got that approval to the technician assigned in time. Also, with 2-10, I have the option to see if they can get another technician if I'm not satisfied with the one I got.

I called a plumber who looked at it. He said that it was leaking, the insulation all around it was soggy wet, and there was water in the pan. Originally, I forgot I had the warranty and I was looking at how to come up with 900 bucks. I talked to my son who said that I've got a home warranty. I said, “Yeah,” and he asked if the warranty covered the water heater. I called 2-10 and they got right on it. Within two weeks I had a new water heater. I was really surprised at how quick it was.

When I called in, I talked to somebody really nice on the phone. Within a couple of minutes of hanging up, I had an email with all the details of the claim and it had all the steps that were gonna happen next. Since I already had somebody come out, they didn’t need to send somebody out. I let my plumber know who to contact and the claim number. He then called them and sent them the information about the water heater. They then sent me an email and said they’ll pay for the whole thing. Then we scheduled to put it in. Two days after I had it put in, I got the check in the mail. I was really pleased.

When I called AHS for my stove and microwave, they were really fast. While we were on the phone, boom, I got the emails with the work order numbers. And then, within 10 minutes of getting those emails, I had the contractor contacting me. They said that they got my work order from 2-10 and asked when they could schedule to come out.

Yesterday, I got on the phone and talked to 2-10 and the reinstatement letter is still open for him to come back out. Currently, I still haven't heard from him. I shouldn't have to make calls back to 2-10 about the kind of service that I'm getting. Every time I call back to say something is still not working, I don't have another $100 just lying around. I'm not gonna be able to pay another company to come out and fix what I need. Either 2-10 should waive the fee or they will take care of my issue.

Between September to present, I've had toilet issues, and other situations involving faucet drips in my master bedroom. Now, I have an HVAC issue. I've had to call back on all three of those problems. One company even came out and they just took pictures of my faucet to replace my kitchen faucets and to see the drips in my master bedroom faucet. That company expected me to pay them $100 for taking pictures. 2-10 still has a lot to learn. At the end of the day, some of their contractors are not good. Still, when I cal 2-10, their reps are very courteous and they try to help the situation with us. The customer service they provide is good.

We've had three claims. One was some leaking water that they had to repair some piping. Then they replaced our air conditioner about two and a half years ago. Then they had to replace the furnace a couple of weeks ago and the parts weren't available to repair it. 2-10, especially the contractors they've chosen, called on weekends and evenings just to make sure that everything was still going. They weren't interrupting anything. I have already recommended them to several other people that I've known for a long time that own their own homes.

My wife and I have followed up daily with 2-10, but despite this have made very little progress. We were told we could find a contractor and have them submit bids to 2-10. We found 3 contractors, 2 of which work with 2-10, and have had them submit bids. Even with us doing their leg work we still have not seen any results from 2-10 and they continue to state they can not find a contractor. This is completely false, the issue is instead that 2-10 is trying to avoid honoring their end of the agreement.

2-10 advertises that the "average replacement cost for an air conditioner is $5,418.00 without a home warranty". Despite this, they offered me less than half that as an attempt to buy me out as they could not find a contractor (again this false, they can not find a price they like). We did not accept this. 2-10 then attempted to dispatch a contractor to my home who is not even licensed to do work in this state. Again this was something my wife and I were left to verify. Glad we did as I do not want to deal with the issues of having non-licensed contractors do work in my home, but again here we are again with no resolution or ETA as to when we will see a resolution.

We were advised by ** that they would reimburse us for the space heaters we have been forced to buy as a result of this. My wife was told that we simply needed to email him the receipts. I did this on January 6th and despite repeated follow up he has now gone silent as well and we do not know the status of our reimbursement.

Calling into 2-10 with a service request such as ours is a nightmare. When requests such as mine are open for such an extended period of time I would think that 2-10 would assign a single point of contact. Unfortunately this is not the case. I have spoke with several front line agents, various people in their purchasing department, and now their contractor relations team. Again, this issue is not a contractor issue, and even if it was, why do I as the consumer have to do so much leg work.

Each call to 2-10 requires an hour of time, most of which is spent on hold while the agent calls other departments, reads notes, etc... none of which ever result in our service request moving forward. My wife and I are at our wit's end, we have been patient through the holidays (Christmas with no heat. What a joy that was.) but are rapidly beginning to lose the little patience we have left. I am not certain what our options are at this point and would appreciate any assistance in coming to a resolution on this asap.