2-10 Home Buyers Warranty

This organization is awful. I have a home with two air conditioning units. When this home was purchased, the warranty came with it and each year we have renewed it. My a/c in both units went out about a month ago. I filed a claim for both units, but the company who came out said that I would need to file a separate claim for each unit. No problem. I filed a second claim for the second unit. It was denied. Why? Because the warranty only covers one of the units. The service agreement states that it covers "one system". Well, I only have one system. The system has two units. I have NEVER bought a warranty for any home I have purchased where it only covered 1/2 of the a/c in the home. Who does that? They refuse to work with me on this and they do not care. It's been a month and the one that they are covering still isn't fixed. Why? Because they had to order a compressor and I guess it must be coming from the moon. I will not be renewing this thing next year.

Negative 1,000 Stars. Been trying to get a broken dishwasher replaced for three months (and counting). 2-10 previously agreed to replace the dishwasher after an all out brawl that required the BBB’s involvement twice. Long story short, 2-10 ordered a dishwasher that was too big. The tech was unable to install the wrong dishwasher and removed the broken one now resulting in a gaping hole in our kitchen. Today the rep stated that “the service agreement indicates that it is the [untrained, non-professional] customer who is responsible for obtaining the measurements, thus the too-large dishwasher was the result of my own negligence”. While on a tediously lengthy hold, I read the service agreement which was void of such statement. I asked for that legality to be produced in writing. It could not be produced. 2-10’s closing argument was that “it must not be written anywhere, it is just company policy”. Therefore, ANY measurements obtained by ANYONE would still not have resulted in a dishwasher that appropriately fit the space. 2-10 further stated that they would only cover the too-large dishwasher and that there was no other option, despite being a home warranty company with an obligation to its customers. This binding legality also could not be produced in writing. To quote the service agreement, 2-10 states that “If we determine replacement is appropriate, we will use reasonable efforts to find a replacement Item or Component (a “Replacement”) that performs the primary function, capacity and efficiency of the Covered Item or Component being replaced.” (Page 6, paragraph 3). Only offering a too-large dishwasher is not a reason effort to replace an appliance. I said this to the representative and she insisted that nothing could be done. A supervisor remained unavailable for the duration of the call. In summation, this a company that does not make “reasonable efforts” for their customers, hence proven by an this and all of my previous complaints.

This company is an absolute joke. I live in Arizona and experienced an emergency air conditioning failure in the middle of summer. As anyone with any common sense knows, going without air conditioning in the summer in Arizona can be a matter of life or death. 2-10 assigned my emergency repair to a company that wasn't available for 10 days. So I had to hire my own contractor. Spent a total of 90 minutes on hold on two phone calls to get 2-10's authorization for my non-2-10 contractor to do repair the leaking coils (a $4,000 repair), but no one ever picked up the phone. So I had to pay my contractor over $500 out of pocket to top off the freon until 2-10's contractor could get here 10 days later. When their contractor finally arrived, they refused to complete the repair, telling me that 2-10 wouldn't approve it. They would only top off the freon again, for a $75 service call charge. I filed a complaint with 2-10, and their only response was that I could "switch to a different 2-10 contractor if I wanted to." Beyond that, 2-10's website states that they don't require prior authorization for up to $300 of out-of-pocket HVAC repairs. When I requested this to offset what I had spent out of pocket, the 2-10 representative refused to honor it, told me she would escalate it to a supervisor, then never called me back or returned emails. I had to escalate the issue with 2-10's "management team", who finally gave in and reimbursed me the $300 of my $500 repair without any apology for my inconvenience or their unprofessional employee. Flash forward to renewal time. Suddenly, 2-10 will find plenty of employees to call you over and over again to renew your contract. Even though absolutely no one is available to take your call when you need to actually use the warranty you have paid for. Save yourself countless wasted hours on hold in vain with this company, which will use any and every tactic and excuse to avoid fulfilling their contractual obligations to you. This company is a pure scam. Do NOT do business with them. Ever.

Don’t waste your money. I have had a home warranty for six years and this is by far the worst company to deal with. Closed on the weekends, no Callback, service department won’t even answer phone calls. Sat on hold for an hour and then disconnected. They denied a submitted claim and won’t even take a call to discuss. My AC failed, Business chosen to fix it doesn’t even work in the area and waited three days to call me back to tell me that. Hired my own AC company to fix the issue and receive no reimbursement whatsoever.

My AC died a week after I moved into my new house that had valid (paid for) 2-10 Warranty coverage. They have refused to pay ANYTHING despite the fact that the policy included the AC unit. I’m out $2300 because the company cheats policy holders …

There was no cost because they canceled the call. I've used them in the past.

I don't like the way their communication is poor. The job got done but I had to do a lot of follow-up work and that is what I didn't like. The quality is hit or miss depending on who they send out. The quality of this provider was good.

They're terrible. They didn't have a contractor they could send. They told me to get one myself and then he would have to apply by their rules.

The service was alright. They could improve by getting better companies to work for them.

They're excellent. I pay once a year.

So far I am not very happy with them. They sent the wrong person because they failed to explain the problem. The work has not been completed they sent someone out and he said that he is the wrong person to fix this and left

The price is right and they are very thorough. I can get a lot of things done when things brake down, they notify a contractor and then they call and set up a time.

It was done promptly, it was done on time and it was done to my satisfaction. Very good

Their service is fine. I had no problems. Everything is just working fine. I would say they are a good company. The warranty people are sometimes it takes a while to get a hold off them. I would use them again in the future.

We did not have a happy experience but they were good about it. They could watch who they contract with better.

That was one issue with the plumber which everything went good. The other issue was that when we moved into the home, the air conditioning system had been leaking some water in the basement so we also used the warranty service. The warranty people contacted the local heating and air conditioner company so they came over and added the freon to the air conditioner because it wasn't getting cold, that was one issue. The other issue was that it was leaking some water in the basement. The air conditioner technician said that some type of coil in the air conditioning system needed to be replaced, but after we spoke with the home warranty people, 2-10, they said they wouldn't replace it because it was a pre-existing condition with the system. I just purchased the home in early August and the home warranty transferred from the previous owner to myself so they won't cover this broken coil because they said it was under the previous owner. He did not pay for the home warranty service to cover that aspect of it so that was disappointing. The base price is $500 a year and then we can pay an additional $200 on top of that to have more things covered. Since it was transferred over from the previous owner, we didn't have to pay for it because we were covered for the rest of the year. Then next year if we want to resume it, we have to pay the $500. I really haven't researched other home warranty companies yet to see what their prices are. On one hand, it does cover a decent amount and to me it would be worth it if something major breaks. Besides the $500 per year, anytime someone comes out, it's a flat $75 for the service fee for them coming out whereas I could be paying a lot more otherwise if someone comes out just to diagnose a problem. The first time I called to have something taken care of, actually I had to talk to some people to make sure it was fully transferred from the other owner to myself and then the second time was when I called for the recent plumbing issue and it was automated. It was completely different. I called late in the evening and the service called me early the next morning. They did a good job of finding a local service and getting the message quickly. I probably will shop around, but I'll definitely consider using them again.

This was originally part of a home sale and we renewed it after the initial year because of an appliance break down. If they do come out to fix something and it isn't fixed the first time they don't charge you to come back out to fix it. I've recommended 2-10 Home Warranty to other people and I'm glad to have the peace of mind that comes with their service.

The contractor told us that the faucet was not covered. He told me that I would still have to pay $75 for him to come out. I called the home warranty company and waited on hold for 67 minutes. I was then told that the faucet was not covered and that I would have to pay the contractor. I asked for that information in writing, but it could not be provided. I did extensive research and could not find any indication that out faucet wasn't covered. Now, I have to pay $75 and call another plumber.

It's the third time that they've come out to fix my AC and it still runs 24/7 and barely gets my house cool. They suck. It is a $100 deductible for any type of thing that they do, then it is a little over $60 a month for the actual warranty. I don't really have a choice but if I had a choice, I'd probably not use them.

It is all around really poor. I had a $75 or $85 co-pay just for the person to come out. There was a part they needed for my heater and they were going to charge me for that, and that's fine. It took about a month for them to get the part. Their price was fine, that's probably the only thing. I just opened my mail and they want me to renew and I am like, I am never going to deal with these people again.

If you like being without critical home heat or hot water for weeks on end, then 2-10 home warranty service is for you! If you like drama and spending hours on the phone trying to get provided the service you paid for, then 2-10 is definitely the company for you. We have a 2-10 home warranty. Unfortunately for us we had a problem with our hot water heater. When we reported the problem to 2-10 it took days to get a response. When we did get a response – after days without hot water, they told us that they were actually doing a really good job and that we are lucky to get such a quick response. But, we figured we should just be patient and it was the price of having a home warranty. Finally, they scheduled our installation date!! J I took half a day off of work to make sure I would be home when they arrived to replace my water heater between the 1PM and 3PM time frame they promised. At 1:30 I received a call from 2-10 to inform me that “the supplier” made a mistake and they did not have the water heater for my installation. When I asked them if they could simply swap the water heater for one the supplier had in stock, they assured me that the supplier had the item and it would be available right away. Tonight I received notice that my new water heater is on order and that it will just be another week or so. If you like waiting for your pipes to freeze in the winter or sweating your butt off in the summer waiting, then 2-10 home warranty is the company for you!

I use 2-10 Home Buyers Warranty. I use them currently. They could make sure they respond within 24 hours of when their suppose to.

As part of a home purchase, 2-10 was supposed to have the furnace replaced in my new home. The company they chose, USA Services in Missouri, lied about contacting the new home owner (me) and saying that I approved a later install date and then performed so horribly and did damage to my home that another company had to come in to fix the furnace and a cleaning company had to come in and clean the mess USA left. I was not happy with the initial delays in getting the inspection and approval of the furnace replacement. And then the very unsatisfactory service of USA. The sales representative initially balked at having a company come to my home and clean because they had problems getting anyone to "accept out of state credit cards". The sales rep. did come out the next day and inspect the damage and a company did come and clean and another came a week later to fix the horrid job USA Services did. Due to the delay in furnace install I had to stay in an extended stay hotel and 2-10 ended up paying for part of the hotel. The customer service representative, Rachel, who I worked with after the incident was pleasant and tried to keep me updated on what was happening but Sierra Mechanical, also a Missouri company, had typically already contacted me with an update. The run around in the initial evaluation of furnace, water heater and air conditioner and the delays that caused along with the week delay in fixing the problems are what prompt me to give 2-10 an average C.

One year of service was provided by my realtor after I bought this house. They sent out a selected provider with a local company so I did not have to take care of any of that. They called to tell me they should be out within 24 hours to confirm the scheduling appointment. Two days went by and I had not heard from the local company. I called 2-10 to find out why the company had not called. It turned out that the company told 2-10 that I had canceled the appointment.

Furnace went out due to the temperature safety occasionally tripping in the furnace. After several visits by the technician the problem was made better but not totally resolved. HVAC technician recommended some additional supply air. 2-10 declined to do the work because the said duct work was excluded. Duct work is clearly covered on page 4 of the "details" page. The only exclusion was collapsed duct work. The other option was do replace the supply plenum to reduce static pressure...is this considered duct work? After I called back....and a very long hold I was told that is was excluded under limits of liability B-11. They stated that it was due to inadequate capacity or improper design. The problem only happens when the furnace cycles frequently in very cold weather. I can solve the problem by putting in a thermostat with some additional high/low variation but the conclusion that I have reached is.... If you look at all the exclusions, this warranty is pretty much useless. If you need to have one, I would go with American Home Shield. Other than that....skip 2-10.