2-10 home warranty providers

Initial experiences with this company have not gone well. Ticket#1) Dishwasher not draining. Dishwasher repairman came (after waiting a week), took a look, collected our $100 deductible, said it was a plumbing problem and 2-10 Company would dispatch a plumber. Instead, 2-10 closed the ticket as "work completed." There is no way to explain what happened on the 2-10 website when I re-opened the ticket. When I called their customer service number, they kept me on hold till I gave up in disgust. Ticket#2) A/C not working. We submitted ticket on Friday. Contractor called Monday afternoon and said he couldn't come to look at it for a week. So we're waiting. If we have some positive experiences to counterbalance these, we will update this review. But it's pretty clear that this company is only willing to interact with existing customers through their inadequate website. For that alone, I would say not to buy a home warranty from this company. Go to homewarrantyreviews.com to look for a decent company.

I submitted a request for service in early August 2019. I have an odd brand of electrical oven, and 2-10 did not have any service technicians in network in my area, so they instructed me that I would have to go out of network, find my own service tech, and pay out of pocket and then submit for reimbursement. They gave me instructions on their process for how to do it. I followed their instructions 100%, submitted the request officially for out of network service, called them to tell them the diagnosis, and asked the company to call 2-10 with information as well. The work was approved and completed, and I paid for it out of pocket. When it came time to submit for reimbursement, there was a line item on my invoice for a part. 2-10 has given me the runaround because I can’t give them the exact name of the part or why it was put in. I have tried contacting the appliance repair company and they are uncooperative and will not (or cannot) provide proof of a part installation or an explanation. 2-10 is using this as a technical excuse to not have to reimburse me. I have the warranty to protect me from this type of thing. They could not provide a technician, so they should reimburse me for doing all the correct procedures to figure it out myself. Instead, they are being unhelpful and trying to get out of paying me what my policy is supposed to cover.

Buyer beware- I purchased a home warranty agreement with this company in June of 2019. In October of this year during my fall furnace check up/service (which I pay for separately to maintain the furnace/AC) I was told there was most likely a small crack in the heat exchanger which can cause carbon monoxide to get out. They recommended replacement. I also had the furnace inspected in December 2018 and it passed inspection with no mention of cracks. I contacted 210 home warranty and they sent a local company as their representative to investigate the issue. They agreed that the furnace should be replaced. 210 denied the home warranty and stated that the damage was most likely caused last year so they would not replace the furnace. They would not even let me submit the service document stating that the furnace passed inspection from Dec 2018. I was told that unless I could get a company to definitively say that the damage occurred after I had purchased the warranty in June they would would refuse the claim. I spoke to multiple companies and all said it is impossible to determine. As the furnace passed the inspection in Dec 2018, there was no way to know the furnace was broken when i purchased the warranty. I feel I entered into this contract in good faith and the company is completely wrong in denying the claim. I would not purchase again and I would not recommend this company to anyone.

On Tuesday, our 15-year-old water heater’s pilot light goes out. We have a 2-10 Home Warranty, and I consider filing a claim but the pilot can be re-lit with relative ease. We have to re-light the pilot right before we need hot water, and it goes out on its own within 5-20 minutes. A faulty thermocouple can commonly cause a pilot light problem like that, and can usually be replaced for less than $20 from Home Depot or Lowes. So, I decide to try to replace that. It turns out my particular water heater has a special kind of thermocouple (with a TCO switch) that is not sold at HD/Lowe’s, so I call the manufacturer and they give me the exact part number I need to make the replacement. But by now it’s Thursday, and after two days of limited hot water we need a fix. So, I decide to submit a claim through 2-10 on Thursday mid-afternoon, and get assigned the plumbing contractor we’ve had to use once before* through 2-10, a company called American Plumbing Solutions (APS). By 2-10’s rule, they have 24 hours to get back to me. By Friday at noon, I still haven’t heard back and am worried about having a weekend without hot water, so I call APS. The secretary informs me that they received my claim, but can’t get anyone out to evaluate it until Monday. I tell her that unfortunately this is a problem that’s been going on for too long already, and to please cancel the appointment. She then proceeds to recommend a plumber supply store that would have the exact part I need. So I go there, buy the part, and install it first thing on Saturday morning. Unfortunately, the new part does not solve my problem: the pilot can be re-lit and the burner will run, but the pilot still goes out after several minutes. So I take the part out, and replace it with the original. I call APS back, talk to the same secretary (who remembers my call the day prior) and ask to “un-cancel” the warranty claim. She says she had not cancelled it, because she’s dealt with this type of situation before. At the time, I was glad to hear that. She says the plumber from APS will come Monday between 9-11am. Monday morning two APS plumbers arrive an hour early, at 8am. They look at the water heater for about 90 seconds. They don’t even lay their hands or any tools on it, and they mumble to each other under their breath something I can’t hear. One says, “So you already tried to replace the thermocouple?” I say yes, and tell them what I did and that it didn’t work. They say OK, and tell me they’re leaving to go pick up a different part and will be right back. In total, they spend less than 5 minutes in my house. Minutes after they leave, I get a call from 2-10 informing me that my water heater is no longer covered by the warranty because of my attempted fix. In the ensuing 2-3 hour phone call, I come to understand that contractor had called 2-10 and said that I had “tampered with the water heater” and that they were not comfortable working on it because they didn’t want to be liable for some damage I may have caused. 2-10 interpreted this to mean that (1) the contractor did not believe that the problem with the appliance was due to normal wear and tear, and that (2) my actions constituted “misuse or abuse” of the appliance. Therefore, they refused to cover it. 2-10 refused to send a third party out to evaluate for “misuse or abuse” and even refused to give me a list of other local plumbers that I could pay out of pocket to fix the problem. The contractor set me up for this by recommending a place to buy the part I thought I needed. When they came Monday morning, they probably only looked at the water heater long enough to see it was 15 years old, and quickly calculated “old water heater” + “thermocouple is not the problem” = “need to replace the whole thing." I bet you anything that the contractor feels 2-10 does not adequately reimburse them for big jobs like that. So they just threw me under the bus and left, and 2-10 simply believed the contractor because that was in 2-10's financial interest. If the homeowner is saying one thing and the contractor is saying another, you would think that 2-10 would send out a neutral third party to evaluate the appliance for "normal wear and tear" or "misuse and abuse." But that would cost 2-10 more money, and even though it's the right thing to do, they wouldn't do it. On the up side, they said they would reimburse me a prorated annual coverage amount. This has not happened yet, but I cancelled my coverage less than a month after I bought it so I hope to get a large amount of money back. Nothing about a home warranty is in the home owner’s best interest. The warranty has no incentive to believe the home owner. When the contractor feels the warranty doesn’t pay well, he can invent whatever reason he wants to drop the job, which gives the warranty an excuse to not cover the problem and leaves the home owner out to dry. Nowhere in the service agreement did it say that if I touched the appliance, it would be ineligible for coverage. Never would I have thought that a reasonable first step to fix my own appliance would be construed as “misuse or abuse.” I acted within my right as a homeowner, and when I had reached the limit of my ability I rightly contacted the expert. Then the expert threw me under the bus, and the home warranty I trusted immediately sided with him and skewered me.

They were zero help getting one of their "qualified" HVAC contractors to even respond to my request. This warranty came with a home we purchased back in Nov 17. It is virtually useless, as they cannot deliver service that is stated in their contract. I feel this is a complete scam of the home owner's money, as they cannot deliver.

2+ months later and my 50 dollar pool temp sensor is still not replaced. I still don't believe its the sensor but 2-10 won't move forward without changing it out. Issue's with the contractor they sent out, very poor follow up and bad management from 2-10 is at fault. There BBB rating is really bad. This company came with the house I bought, but I will change them out. Stay away from this do nothing waste your time take you're money company.

Rank below disappointing - Called about a gas dryer that took over 2 hours to dry a load of towels and we smelled gas. Sent the only repairman they had in our area. Only comes on Wednesday - $100 charge nothing found. Smelled and heard gas. Called back - out came the same repairman (on Wednesday). Now he found a leak - said it was a bad hose. Charged us another $100 fee (which he should not have) and of course did not have the part - see ya next Wednesday. Installed the part and said all good. Still smelled gas. We called a gas plumber to inspect the entire house (We just bought the house and never had gas before). He said the gas leak was inside the dryer and furthermore said that the installed line was not up to code. Called 2-10 again and asked for a new contractor, was promised a call back which I never got. When the same guy called to come out I called 2-10 and they said they would cancel him and get me another. Didn't happen - He showed up anyhow and now found a leaking part inside the dryer and implied the lint covered valve was messed with (I was insulted beyond belief). Of course he did not have the part so at best we were looking at another week, 10/3/2017 and it is now 10/25/17 and no hope in sight. I had explained to 2-10 multiple times that he had left us twice with leaking gas - lucky the house did not burn down. I didn't want the guy back but had no options. After hours of call and complaint time they agreed to reimburse me the $200 spent on failed service calls and I'm just buying a new dryer. They offer $100 towards an appliance replacement but of course I was not eligible for this since I started a service call. Further they explained that my new appliance would not be covered - I would have to rely on the manufacturer warranty. Weeks and weeks without a dryer and I received absolutely no value from my warranty contract and felt my home was placed at risk due to a poor contractor. At least I'm supposed to get my 200 back!