2-10 Home Buyers Warranty (2-10 HBW) offers a wide range of home warranty products and services. The Denver-based company started in 1980, offering a 10-year insurance-backed home builder structural warranty product.
Today, one out of every seven new homes is covered by the company's flagship structural home warranty contract. 2-10 HBW has protected more than six million homes, with its expanded product range. It now offers home warranty contracts directly to homeowners, as well as home warranty contracts for real estate transactions. These are meant to protect sellers during a property listing period and to give buyers peace of mind about the state of their new home's crucial systems and appliances.
2-10 HBW offers warranty agreements for a variety of conditions, including the following:
With robust coverage, 2-10 Home Buyers Warranty has been protecting homeowners from unexpected breakdowns for decades. It has a claim payout rate of 97.5 percent. Home warranties from this provider protect the most critical systems and appliances, regardless of their age.
How do homeowners make a warranty request with 2-10 HBW?
Claims can be submitted by calling customer service or through each customer's online account.
With 2-10 HBW, who does the repairs?
Service calls are performed by 2-10's network of 10,000 independent service contractors. If they are unavailable, you will be asked to select a repair service.
Additionally, customers can request to use their own preferred contractor, but it might be more expensive. If your choice of contractor is pre-approved by the warranty company, they need to advise 2-10 of their diagnosis and provide any details needed to determine if the issue is covered by your policy, so that you can get reimbursed for the cost of work. However, if there is a difference between the repair cost with your preferred service and an in-network service, the home warranty company will only pay out the in-network service amount.
What is 2-10 HBW normal in-policy timeframe?
Once you submit a claim, you should be contacted by a service pro within 48 hours to schedule an appointment.
What is 2-10 HBW's emergency policy timeframe?
If deemed an emergency, 2-10 "will attempt to have a contractor contact you within 24 hours." Emergencies are defined as failures resulting in the following:
Keep reading our 2-10 Home Buyers Warranty review for pros and cons of working with this home warranty plan provider.
Single-family, multi-family, condos/townhomes, and manufactured/modular homes are covered, as long as they have a permanent foundation. In this review, we are discussing home warranty service contracts that cover appliance and home system repairs, not the structural defect coverage purchased through builders.
2-10HBW offers a variety of different home warranty coverage plans, with different product lines based on whether your warranty contract is part of a real estate transaction. We have detailed the basic options for both circumstances:
If you are already living in your home, consumers can purchase a 12-month policy for their home online, with three warranty plans to choose from:
Pricing can vary depending on where you live, as well as the type and size of your home. Here is an example of warranty options for a single-family home less than 5,000 square feet:
HVAC and Water Heater Plan — $33.25 per month or $399 per year
Major Appliances Plan — $33.25 per month or $399 per year
Everything Together Plan — $45.75 per month or $549 per year
In addition to these three basic warranty plan packages, customers have the following optional coverage add-ons to choose from:
Price Per Month
Price Per Year
|Built-In Wine Cooler||$3.33||$40|
|Extended Pipe Leak||$5||$60|
|HVAC Pre-Season Tune-Up||$3.33||$40|
|Pool/Spa Additional Equipment||$13.33||$160|
|Pool/Spa Freshwater Equipment||$13.33||$160|
|Pool/Spa Saltwater Equipment||$28.75||$345|
|Wet Bar Fridge||$3.33||$40|
If you are buying or selling a home, 2-10 Home Buyers Warranty offers distinct service contracts for home buyers and sellers, which must be purchased through a real estate professional.
Highlight: 2-10 HBW offers free seller coverage for appliances, heating, plumbing, and electrical systems.
Complementary seller home warranty agreements are available to cover breakdowns during your listing period (180 days max) when caused by normal wear and tear.
Free coverage is not available where prohibited by law, including the state of Florida.
Standard seller policies don't cover air conditioning or heat pumps, but it can be added for $50–$60.
Standard Buyer Coverage
Same as seller coverage, with the basics, but it also includes the Happy Home Lock & Hardware program — get reimbursed up to $100 to install new locks or rekeying within 45 days after closing. No service call fee is needed.
Supreme Buyer Coverage
|Seller Coverage and Standard Buyer Coverage||Added SUPREME Coverage|
|Standard Heating Coverage:||SUPREME Heating Coverage:|
|Standard Air Conditioning and Heat Pump Coverage:||SUPREME Air Conditioning and Heat Pump Coverage:|
(Included in Standard Buyer Plan, $50-60 add-on for Seller Plan)
|Standard Appliance Coverage:||SUPREME Appliance Coverage:|
|Standard Plumbing Coverage:||SUPREME Plumbing Coverage:|
|Standard Electrical Coverage:||SUPREME Electrical Coverage:|
|Optional Buyer Luxury Package — $100
For $100 per year, you can extend or remove your warranty policy's dollar limits.
Commercial-grade or professional-branded appliances, and optional add-on appliances are excluded from this coverage.
*The service fee for real estate plans is $100, but buyers have the option of paying a $50 per year fee to buy it down to just a $75 fee per service call.
In addition to offering structural warranties for newly built homes, 2-10 Home Buyers Warranty also offers appliance and home system repair service contracts to buyers of brand new houses. As with other real estate contracts, new construction home warranties must be purchased through a partnering real estate agency.
New construction home warranty service agreements last for three years. Buyers have to choose when the policy goes into effect, with the following two start date options:
New home buyers have the option to choose between three years of Standard Buyer Coverage or Supreme Buyer Coverage:
2-10 HBW offers one of the most comprehensive HVAC policies in the home warranty industry. It includes unlimited refrigerants and SEER appliance matching, at no additional cost. SEER HVAC energy efficiency standards were recently updated in 2015 and will be even more stringent in 2023.
2-10 Home Buyers Warranty provides 24/7 service to its customers. Homeowners may submit a service request 24/7 through their online portal or over the phone.
Next, a service contractor will be dispatched to schedule a time, Monday through Friday during normal business hours, to diagnose and repair the eligible system or appliance.
In business for over 38 years, 2-10 HBW has provided warranty coverage in over six million homes. You can rest assured that the company's processes are fine-tuned and easy to follow. The company uses local, independent service contractors. To ensure the service contractors are meeting 2-10 HBW’s service expectations, 2-10 HBW uses a third-party satisfaction survey tool and surveys every homeowner who provides an email address after a service request.
Some home warranty companies prevent customers from calling the approved contractors directly. 2-10 HBW allows its customers to contact the contractors directly to expedite the process. If you are looking for a quicker turnaround time, this is a nice feature to have.
Your chosen service contractor must be licensed and insured. He or she must also contact 2-10 HBW with a detailed diagnosis, and estimate to see if it's covered and get an authorization number.
If an in-network pro is not available, it's one thing, but if you simply choose to get your own repair, 2-10 will only cover "an amount equivalent to what [2-10] would have paid for parts and labor for a contracted provider to complete the needed service."
2-10 HBW customers benefit from a unique service fee guarantee. This guarantee includes the following benefits:
Highlight: 2-10 HBW customers benefit from unique appliance offers.
2-10 HBW's specialty appliance benefits include color appliance color matching, appliance replacement reimbursement, and special discounts on new appliances.
If you are getting an appliance replaced, 2-10 HBW offers to match the color of the existing appliance. While always preferable, most warranty companies do NOT cover any cost of matching, so you could have a functional item, but your washer and dryer may not match anymore.
If a covered appliance fails, customers have a unique offer from 2-10 HBW. When requesting service, you have options:
2-10 HBW home buyer warranty customers can get an exclusive discount through the warranty company to save up to 65 percent off retail prices on GE or Whirlpool appliances.
If you cancel before the effective date, a full refund will be issued. After that, there will be fees deducted from your refund. While this gives you the freedom to cancel during the waiting period before your warranty coverage starts, once it starts a full refund is not available.
One star home warranty reviews aren't necessarily uncommon. Thirty percent of all home warranty company reviews aggregated on Best Company are one-star. However, when looking at 2-10 HBW reviews, the high percentage of one-star reviews is significant. Best Company has collected over 200 reviews from 2-10 Home Buyers Warranty customers. The majority (over sixty percent) of consumers give this company the lowest possible score: one out of five stars.
Common complaints include the following issues:
2-10 HBW does not provide service for every state. Additionally, availability varies for each of the company's different warranty product lines.
If you are a homeowner shopping for a proactive, non-real estate-related warranty plan, you will need to choose a different home warranty company if you live in one of the states listed below. Click on your state to browse the best-ranked home warranty companies available in your area:
If you are looking to get a home warranty for more complicated properties (other than single-family homes under 5,000 square feet), you will need to contact 2-10 for a specialized quote. The following situations are included:
Although a few home warranty companies do not charge a service fee, most do. 2-10 HBW's service fee starts at $85 but can go up to $125, depending on the type of coverage you have.
If you are hoping to avoid extra costs, this is something to factor into your decision.
When consumers buy a home warranty plan directly from 2-10 HBW, the service agreement doesn't go into effect immediately. Whether you purchase it online or over the phone, there is a 30-day waiting period from your order date, before your 12 months of coverage officially start.
While not universal, it's pretty common to have a waiting period when you sign up for a home warranty. This type of policy is meant to protect the company from paying claims on pre-existing conditions, which are almost always excluded from coverage. Your home systems and appliances are required to be in normal working condition when you sign your initial contract.
When you choose a home warranty plan from 2-10 HBW, you may have the option to pay one lump sum payment for 12 months' coverage or pay month-by-month. However, shoppers should know that you will end up paying a bit more overall with monthly payment because there is a 9.5 percent monthly finance charge.
All home warranties have coverage limits. It's important to know what they are when you are shopping for your best options.
First, each 2-10 Home Buyers Warranty has a total maximum coverage amount of $25,000, regardless of the options or coverages selected.
Buyers, sellers, and homeowners who purchase a warranty outside of a real estate transaction have different policies and coverage limits. In order to get an idea of 2-10 HBW policy limitations, we have listed direct-sale homeowner policy limits for common items:
Optional home warranty coverage items also come with dollar limits to what the policy will cover, including the following:
This optional add-on is to specifically increase the dollar limits that 2-10 covers for heating and cooling repairs. The increased coverage has the following limits:
So far so good! Bought a house in February, Downstairs A/C unit died in August. 2-10 replaced it with a moderate payout from us for certain non covered pieces. Totally happy so far with the process and the level of service professionals they have sent to my house ❤️
If you want a bare bones warranty at a premium price, this is the company for you. There is a $100 deductible in addition to the annual fee. We called them on our HVAC system twice and I had no complaints. However, when we had to have a hot water heater replaced it was a totally different story. First of all, they wanted to charge us $465 for a water shut off valve, drip pan, gas shut off valve and a pressure relief line. This was out of our pocket. Then they wanted us to foot the bill for moving a refrigeration line to get access to remove the old hot water heater. I'm not even sure what that would cost because at this point it was much cheaper to just replace the hot water heater myself than to get them to do it. And this in spite of having the supreme coverage option!!! I'm very disappointed in 2-10 home warranty.
2-10 Home Buyers Warranty's review score is 74.4% lower than the average review score of the top recommended Home Warranty Company
Horrible customer service. Long wait times and they just transfer you to other agents. Had an issue with my AC and they never fixed it. Had several companies come out to look at the same issue each time paying $100. Still not fixed.
Most awful home warranty company ever! I should have stayed with AHS. Heaven forbid that you have to call in to inquire about an open service request. I have literally been on hold for over an hour and a half just to speak to a representative. Our service company has been waiting on a part for our dishwasher that 2/10 is suppose to be sending them. The service company doesn’t even want to call in to 2/10 because they know they will be on hold forever. Who runs a successful company this way? I’m sure if I called into sales for a new service agreement they’d be more than helpful. They want your money but will not help you. What a waste.
Jane De Baets
The co that built my home purchase this warranty I was supposed to have a 10 Year structure home warranty in the 2nd year of my warranty I made a claim the wall in my master bedroom has a 12by 2 inch crack above the header that goes to my bathroom on the other side it has a crack as well. The foundation for my home has a crack that goes from my back door all the way to the front of my Garage and one side of my house is now lower then the other not to mention the stucco is falling off my home. 2-10 sent an engineer or inspector to look at my home in his report it says that the issue has to be life threatening for them to fix anything on my home but that is not what they say in their contract or when they want to seek you a warranty it’s a totally different story I have had HUD inspect my home and I have sent 2-10 a copy of that report my home needs to be fixed it is going to cost over 120, 000. To fix it They have never tried to help me with this issue although they said they would leave my claim open for further issues how much worse does it need to be for them to fix my home this is how this co handles it claims ho by the way They wanted me to pay 300.00 to make this claim in the first place until I contacted my State Insurance commissioner we as a people need to stop paying for warranty’s that do not honor their contact’s and we need to have this stuff regulated so they can’t rip people off These co are not in the business of helping homeowners they are in the business of ripping us off and telling us the things we want to hear when we first buy this stuff, 2-10 warranty is a really terrible co to have so don’t waste your money I will update you if they change their minds but I really don’t see that happening
A few weeks ago summer temperatures reached mid 90s and our AC stopped cooling. We placed a service request on 6/6/20 on the 2-10 online site. Internal temperatures reached 90 degrees in the house and we work from home due to Covid. The contractor assigned (LK Mechanical) had been previously assigned when the same failure occurred the previous summer. The contractor had never reached out nor could be reached the previous time, and the same occurred again. After being unable to reach the contractor to schedule an appointment (90 deg still in the house), the warranty company said they could/would not assign the request to another contractor until the full allotted time had expired that the contractor could respond in since the request came at the beginning of a weekend. Meanwhile we're still baking. The warranty staff said that I could alternatively find someone myself to come out and fix the problem as long as I got the work authorized first. After contacting a local company, a technician came out on 6/11/20 to diagnose the problem. The technician proceeded to give me a broken down quote for both a required charge (refrigerant was low) and a coil cleaning. 2-10 claimed they would not cover the cleaning as that is considered maintenance ($124) but would cover the recharging the unit ($279 for 1.5 lbs of R22 plus labor and service call fee). I cleared the $279 pricing with 2-10 on the phone while the AC person was at my house. They notified me that the cost would indeed be covered minus a $100 service fee (I understand this is policy but it's appalling that the company requires you to pay the $100 service fee when they fail to get or arrange a contractor and your forced to make the arrangements yourself). I was frustrated that after paying $750 days earlier to renew the warranty, on a $400 work total, 2-10 was only going to pay $179 after we've been cooking in our house to attempt to save some money by using their service. I accepted the result gave the ok to do the work and submitted the invoice. Yesterday 6/25/20, I received a check from 2-10 for $37... I spent 2 hours on the phone with their claims department and was not helped in anyway by Tamika a supervisor after discussion with the floor operator went nowhere. Tamika explained a few things: 1) Although the work to charge the unit was authorized (and price was given over the phone to do so before work was done), the company would only pay $137 for a refrigerant charge, minus $100 so I was eligible for $37 because I used an out of network contractor 2) The company will not assign a different contractor even at the homeowners request until the full time has expired by which the contractor has to respond. This is inflexible and doesn't matter if the house is 90+ degrees and your working from home with children and have had previous bad experiences with the assigned contractor. 3) Even though it had been 4 days of 90+ degrees in the house and their contractor had not responded and they would not assign a new one (at which time the clock starts over), I was not "forced" to find my own contractor and therefor there's nothing that the company was willing cover past $37 on a $400 fix days after I payed $750 for "Supreme Coverage". At this point I just feel scammed.
We purchased a new home and the seller bought the Supreme Coverage Policy at a cost of $599.00. On March 20, 2020, I contacted 2-10 Home Warranty Company concerning our heat pump and asked them to send a contactor. They were not able to get a contractor (2-10 contacted 3 different CONTRACTORS that would not come)so 2-10 asked me & sent email to me stating they wanted me to locate a contractor who would come out. I found a contactor through BBB in our local area and they came out within 2 hours. This company then turned in the required information on our equipment along with price in which to replace the HVAC. We found that the compressor had locked up and there had been other electrical parts that had caught on fire too. Due to these problems and the age of the unit and the difficulty of getting R-22 refrigerant, we were told the unit need to be completely replaced. Those parts that caught fire and locked have been set off by other equipment that was giving problems thus patching equipment would be completely irrational given the cost of the problem to begin with. We were advised by this contactor that a new system would need to be installed and they highly advised this to us and 2-10. All info requested was given to 2-10 to get the heat pump replaced. This information was passed from dept to dept,(they were having ME CALL CONTRACTOR TO ASK questions about cost and could 2-10 supply equipment, etc) still NOTHING HAS BEEN DONE TO REPLACE.I have not even been given the courtesy as to as much as a phone call since I lasted spoke to supervisor(KENDALL R-WHO PROMISED ME/purchasing)who was looking into the problem and said he would do what it took to pass this along to get things done. He told me he would call the next day and he gave me his direct number as well. He has never called me or returned any of the numerous calls that I made to him. This company is unorganized and unwilling to work with me due to the high cost of this replacement. We did without heat for several weeks. 80 DAYS SINCE FIRST CALL TO 2-10
If I could give 0 stars already, I would. And it’s been 2 months. My first call, the service men told me themselves they were putting in for a replacement, but of course 2-10 calls a few days later stating that my furnace has a cracked heat exchanger that was “deemed” as having happened before the warranty went in effect so it was on me to fix. I have my inspection to prove otherwise, however upon trying to dispute this, I’ve not only been told that there’s “no guarantees of it being overturned” (with a grim, ‘don’t hold your breath’ tone), but I’ve also been given the run around of 2 incorrect email addresses on where to send my inspection report, causing me to have to call back now a 3rd time to ask again. Either Jeffrey M needs to clean out their emails so they don’t bounce back or their staff needs to stop botching it, as it starts looking suspicious. Waste of time and money.
If it were possible to give 0 stars I would do that. I dread interacting with this company. It is the worst customer service I have experienced from any service. Absolutely terrible. Ive been spoken to rudely numerous occasions, have been hung up on, etc. As I write this I have been on hold for an hour and was just disconnected. No I'm calling back and have been on hold for another 30 minutes. This is the worst company I have ever had the misfortune of dealing with. Take your business elsewhere. When my fridge broke it took 3 months to get a replacement. After calling them numerous times I learned that it had taken so long because they were trying to buy a used part from an eBay account that had been suspended! Eventually I had to settle for a cash payout and they offered me 1000 dollars for a 4000 dollar fridge. Every time I interact with them I wind up livid. The Worst.
2-10 Home Buyers does not honor their 'Even If' Service Fee Guarantee, and the loophole they used is that because I did not CALL to initiate service, and used their highly touted online system ("if you need service in your home, please go to our website....no need to wait on hold - it's easy to do it online" their phone systems boasts), that I agreed to forfeit the service fee I paid to a service technician because their online website gets sent directly to the service contractor, and they have "nothing to do with it." If I had called, the Claims Management representative noted, then they would have asked enough questions to assess that my HVAC issue was related to a zoned system issue, which is not covered in the warranty and then they wouldn't have sent anyone. The Claims Representatives quoted multiple times the part of their contract that I agreed to forfeit the service fee if the item is deemed not to be covered by the warranty. I asked the Rep why we were acknowledging only part of their contract agreement and read the guarantee to her: 'Even If' Service Fee Guarantee: If an item isn’t eligible for coverage, and we dispatched a service contractor, reimbursement of the paid service fee may be requested. Also, if the same part that was serviced fails again within the duration of the Service Agreement, you will not be charged a new service fee. Supreme is included I purchased an over $500 plan for supreme coverage with this home warranty. When I initiated the service via their online system that they "have nothing to do with," I didn't know that my HVAC system was messing up as a result of the zone system; I did not even acknowledge that to be the problem because I know nothing about HVAC systems. I asked the claims rep if anywhere in their contract it notes that that I lose the part of the warranty that honors the "Even If" Service Fee agreement if I don't call instead of using the online system. She noted that it did not. I explained to her that this was a sham - the home warranty company encourages people to use the website to submit claims, but will shirk responsibility for the part of the contract that notes that benefits the customer. Moreover, the Claim Rep. told me she had not received information from the service technician and would need to call them. I let her know that they had closed out the ticket and the service technician had already informed me that the warranty company noted the service was not covered. I was put on hold for her to call the company. Ultimately, none of that mattered. Additionally, I spent 1 hour and 1 minute trying to complete this call -- and this was the 4th time I had called, having to hang up after 30 minutes of being on hold the first few times. Their contact information does not include an email address, only phone numbers. I also asked to speak to someone else to get a second opinion. The representative put me on hold explaining she was trying to get a supervisor. She came back twice to let me know she apologized for the wait. Ultimately, she came back to me to state the supervisor concurred with her assessment. I asked if the supervisor in fact was not going to speak to me after I asked - and she ignored the question, and restated again, her response. On the one and only other call I made, the technician that showed up noted that he did not receive additional contact information, even though I entered it on the 2-10 website, which resulted in the service guy being unable to reach me when he arrived. This caused our service to be delayed. It would seem there is a huge disconnect between the service contractors and 2-10.
I am current customer of 2-10 Home Warranty.. I was given this by my seller. I raised a request with them in Jan-2020 and the company sent 2 different vendors for 7 times so far. The issue is still not fixed. After he second vendor tried to fix, he recommended 2-10 to replace the unit. This has been over a month now and nothing is done yet. i called 2-10 customer service today and was told they have made decision to go for repair again.. I am perplexed what was done in last 4 months. Not sure when this will be over. I am still working..
"The technician was prepared with a new component as the old one failed and was rusted tight.".
Dispatched quickly, sent Wildcat Plumbing, which was a great company to work with to make repairs.
I has read some horrible reviews of 2-10 warranty, so I was apprehensive when I bought a house and the homeowner furnished this warranty. I opted for the spring tune up, which I had to pay them $50 for and the tech $100 (not sure what that was about because around here they are around $65), but the heat seemed erratic so wanted that looked at. The tech checked the unit and found a problem with the Thermal Expansion Valve. I received a call from 2-10 warranty after that telling me the tech would be there in a week. I said he has already been here. No, they said he would be there to fix the HVAC unit, he had to order a part. I asked if there was a charge and they said no. I was totally amazed. The tech came back and fixed the unit (10 year old Trane) and so far it is working perfect. I don't know what the future holds, but so far 2-10 has been spectacular.
2-10 home warranty company practices deceptive, fraudulent and thievery against their customers. I relied on their brochures and explanations of benefits when I purchased a home warranty to make sure my concerns were covered. I followed all of their instructions when submitting a claim for a non-working oven thermostat. Before their repairman came out, I confirmed with him that oven thermostats were covered under the warranty. When he came out (and he never turned my oven on to diagnose the problem), I paid him $100 and confirmed that the payment also covered the return trip to install the thermostat. One month later, after I ask what the status is on the claim, the company informs me that I have an oven that is classified as a commercial oven in my residence and commercial ovens are not covered under the policy. My house is not a commercial place, and five star/viking/etc appliances that are made for residential use are very popular. This company is simply using unfair trade practices to avoid their claims responsibility, and now that they have my money the are trying to weasel out of their obligation. Please do not do business with 2-10 home warranty.
HORRIBLE! STAY AWAY! I WOULDN'T EVEN GIVE 1 STAR! IF they can't fix it, which they usually can't, then they will find a way to void the warranty with lies and then refuse to have a second opinion from other companies. They send companies out that are run by people who live 45-50 miles away, and others who have to read the computers. We also had an HVAC man tell us that we needed a $1000 zone board which was NOT covered by 2-10 (just pay me the money). I called my own company which found that there was only a switch issue. Even, on that day did my dog want to bite that man. I have spent I know, at least 8 hours on the phone during this yearly contract because 2-10 has no continuity of care, just pass the buck to another person. My current 2 issues...My ice maker did not work and out came a guy. He ordered a part and returned and installed it. It did not work so he wrote without us knowing it that we had put the ice tray in backwards,thus trying to void the warranty. 210 then said that I had someone else work on the refrigerator. I explained that it was the same guy. I was advised to get my own person out to the house. MY garage doors on a $600k house they say were installed wrong (4 years ago with no previous issues). I called a week ago and just had a phone call of over an hour. And on and on it goes......
We have had 2-10 for almost two years on our home in the Tucson area. We have used them for appliance repair/replacement and plumbing issues. They have always been very professional with us. Super organized. Timely notifications about appointment by email AND text. And our latest plumbing tech went above and beyond!
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 repair man 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 contractors 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. Follow-up, dated 2-28-2020; Contractor was scheduled to come back out to provide further information for 2-10 to take pictures and provide a more detailed report on the problem so they could determine whether to repair or replace. SHOCKINGLY, the contractor didn't show up. This is at least the 3rd time. I'm at a complete loss other than to tell people to RUN FAR AND FAST AWAY FROM THIS COMPANY. I am not an unreasonable person. I just ask that people keep their word and do what they say they are going to do. This concept is lost on 2-10 Home Warranty. As a further aside if you happen to be a poor soul who has this company for your home warranty, and you have an issue, when they tell you they will send it to the "Escalation Department" that doesn't mean a darn thing. They still won't call you. They won't do anything (other than take your annual fee and make promises, of course).
We had electrical issues with our newly purchased home. We followed the info and called 2-10. We were explaining to the lady on the phone, with our electrician present what happened. They asked to speak with him and before he could explain what was going on they denied our claim. We asked to speak to her supervisor and she also denied the claim. This company is a sham and should not be aloud to do business in Ohio. The warranty is a worthless piece of paper that I would be better wiping my behind with because it would be more useful that way.
This company does not stand by what they advertise. They take for ever to get your issue looked at and give you the run around when it comes to what they cover . They call the cheapest repair people they can find, not reputable repair companies. This company only looks out for itself.. buyer be ware!!!!!
I am SO impressed with this company out of Aurora, CO. I had to contact them several times a year ago for furnace issues. They covered the repairs & things were fine. My system was old & I wondered how the AC would work - but even with the next summer (In AZ) there were no problems. Now, this year the furnace again was acting up in January during a cold spell. They replaced the entire HVAC system after only 1 call & 1 visit by the service company they are now using! They really came through for me! They are kind of expensive but so worth it!
I have been with this company since we purchased our house at first it was great. BUT the last 3 years they never seem to have a contractor in my area. I live in a large metropolitan area and can find 50 to 100 plumbers to service our area but they don’t want to work with this company. SO I am always having to take time out of my work day to call around and fine the best price. This was one of the perks I liked. 1. I pay them monthly so I can avoid the big out of pocket expenses. But when you have to find your own contractor you have to pay than be reimbursed 2. I pay so I don’t have to waste my time finding a good reliable contractor This company just doesn’t do what they are selling anymore
I have a stove that has stopped working and put a service request into 2-10 nearly eight days ago. They have assigned three different repair companies and none of them have contacted me to schedule and appointment. Each time the clock starts all over with the 24 hour response time for weekdays and 48 hours for weekends and still waiting for and call from a repair company. I really believe this is a way to make you give up and call a real company. My contract is up this June and will definitely not renew. By the way went through the same problem with HVAC and refrigerator problem.
We have put in 2 seperate service requests for 2 different issues in our home (a broken toilet and our heater) and both times they said they didn't have any contractors in our service area that worked on those types of issues. They said for us to pay up front for a contractor of our choice and they will review the claim we send in and pay us what they would have paid. ABSOLUTELY NOT. This is basically a middle man- why would I still pay them to do that if they aren't doing the middle man work?!!
I wish there was a Zero. Terrible service! Over a month and still working a broke refrigerator! Keep changing parts. Never hire this insurance company. They are Crap!
My wife and I were sold a 2-10 Home Buyers Warranty with the sale of our house 6 months ago. 6 Months is key here. Two weeks ago the ceiling of our dinning room, under one of the upstairs bathrooms fell in. After cleaning the mess up and looking at it, there was a crack in the t joint in the drain pipe coming from the tub. 2-10 took 5 days to get someone to our house, the plumber took the $189, took photos and left. 2-10 tried to tell us our work was completed on Friday when it wasn't even approved yet. They then tried to give us a new contractor, and then they switched me back to original contractor. The plumber speculated that the crack came from the installation of the tub and new plumbing, so 2-10 denied it was bad installation and not only would they not fix the plumbing which the plumber wants $220, they will not fix the ceiling. Since when would a drywall ceiling last 6 months with water leaking from a bathtub drain pipe used every day!!!!! So I fault 2-10 for looking for a way out, even if it is crazy speculation from the plumber. I also blame the young plumber on now knowing how to do a write-up and how ignorant and incomplete speculation can affect things. They were happy to keep the $189 fee for doing nothing but taking pictures.
this company is horrible, when my tankless water heater break down and the Plumer highly recommend to change the unit because of multiple problems, they did not listen to expert and find a way just to pay for ignater for them to save money
I had a HVAC to go out after my warranty went into effect. They sent someone out to inspect the unit.I received a message stating that they wasn't going to fix it because it wasn't working before the warranty. My home inspector inspected the unit and it was working fine. When I went to view my home before purchasing it it was working fine. I left a review on the 2-10 Facebook page and someone reached out to me stating that they wanted to help me because they don't do business in this manner. I was assigned a Rep to follow up. I sent the neccessary information needed and I never heard back from the Rep. I reached out again with someone from the company and was told that they would escalate the situation. A week has passed and I still haven't heard back from them. I just tried going back to leave another message and I am blocked from sending messages. I guess I need to file a complaint.
We have had about a high success rate with this homebuyers warranty. All of the vendors have exceeded our expectations with timeliness, professionalism, and getting the job done. Submitting a claim is easy, it can all be done through their website. We just renewed our home warranty for the second year.
I have filed multiple claims with this company from my oven smoking claims denied, every excuse they can think they will use. Days and weeks of no shows, unprofessional staff and techs. The bigger claim I have now is a HUGE 10 foot long half inch crack going completely across my living floor! Where one side of the foundation is sliding downward and is completely separating from the other side. Claim denied!! One year later now water is coming up from this crack and now the window is uneven. This is my last attempt to file this claim with them which the process has been started. First sign of excuses I am jumping in with the rest of the neighborhood and getting this class action suit started. I truly believe this company is a scam, maybe this is some kind of pyramid scheme. Someone truly needs to step in to close them down. You buy a new house and your decision is definitely made knowing that you have a warranty on this huge purchase. Then the first few years is spent being stressed out by these guys. American dream is flushed right down the faulty toilet that wont be covered.
I purchased a condo in New Jersey in August and the seller purchased the homeowner's warranty provided by 2-10. My elderly sister lives in the condo. She had a heating contractor out to do routine checkup on the heater when the weather got cold. He told her the heat exchanger cells were leaking carbon monoxide and she could not use the heater. She called 2-10 and they sent a contractor out, who confirmed the diagnosis and that the heater needed to be replace. However, he told her due to the approval process, it would likely be 2 weeks before the heater would be replaced. She called me crying that she would be without heat for two weeks. I called customer service and spoke to Sarah (no last name). She confirmed it could take two weeks to replace the heater. I told her it would be very difficult for my 71 year old sister to be without heat in the winter in New Jersey. She flippantly responded, "We don't provide speedy service, we just save you money". Needless to say, I was flabbergasted at this uncaring, cavalier attitude. I will be calling 2-10 several times a day, every day to see if this can be expedited but if everyone at 2-10 has the same attitude as "Sarah", I'm not optimistic. In the meantime, my sister will be sitting in her cold condo huddled around a space heater trying to stay warm. I contacted 2-10 the following day to see if there was an update. After speaking with two customer service reps who gave me conflicting information, I then spoke to Diane who seemed more knowledgeable about my claim. She had received the recommendation from the service contractor who had inspected the heater. The recommendation was that the heater needed to be replaced, which I initially found encouraging. However, Diane put me on hold as she wanted to contact the contractor directly. When she came back, she advised that the claim was going to be denied as the heat exchanger cells had cracked before the service warranty was purchased on July 24. I asked how they could prove the cells were cracked before the coverage began since they didn't inspect the heater prior to July 24. Her response was that the heater needed to be in good working order before coverage began and if I wanted to contest the denial, I would have to get a "second opinion" from another contractor (at my expense) and if it differed from their contractor, they would have a third contractor inspect it to be the "tie breaker". Considering that it was November 26, two days before Thanksgiving, and there was no way of knowing how long this process was going to take, I had no choice but to replace the heater. I asked Diane if they would provide a written explanation for denial of the claim but she said they don't normally do that. After I entered into a contract to have the heater replaced so my sister would have a warm home as the weather turned colder, I received a call the next day from Yvette C from the Corporate Headquarters at 2-10. She told me that she had decided that they would honor the claim after all and that she would try to have a service contractor out as soon as possible. I explained that since I was told there was no coverage, I had no choice but to hire my own contractor to expedite getting heat in the condo. She said she understood and if I would send her a copy of the invoice, she would see how much she could reimburse me. I sent her the invoice, which was in the amount of $5,300. She has now offered to reimburse me $1,513, which is what the cost their service contractor would charge. Needless to say, I am extremely frustrated. They left me with no choice after Diane told me there was no coverage and I could not wait to replace the heater as extremely cold weather was heading for New Jersey. But since their motto seems to be "We don't provide speedy service, we just save you money", I'm not surprised with this result. Ultimately, Yvette offered an additional $300 as a "goodwill gesture". When I asked her to give me the name and email address of the president of the company, she said the president doesn't speak with homeowners. I have filed a complaint with the Better Business Bureau in Colorado. I don't know if it will make any difference as it seems by all the other negative reviews on this (and other) sites, this company just doesn't care.
I have been a customer with 2-10 for over 13 years and this is the second bad experience with them. I placed service request on October 6, 2019 due to my double oven stopped working. The contractor came out 3days later & he stated all parts for my oven are discontinued and I would need to get a new oven. 2-10 searched and sent a part to the contractor & the contractor came out to my home again and it was not the right part. He stated again the parts are discontinued & he would let 2-10 know & they need to order me a new oven. I’ve received multiple phone calls with various stories from 2-10 & today they gave me a choice to have the contractor come back to my home remove the oven to get the computer board to send off for repair & this will take 2-4 weeks or they will give me $650 towards a new oven, grant it I have the “supreme coverage” but they’re not honoring it because they found the parts for repair. Customer Experience rep Janelle had the audacity to have an attitude with me when I told her this was unreal and unfair to me I have been without an oven for 7 weeks and this is the kind of treatment I get. I asked for a supervisor she stated she was as high as I can get I told her everybody reports to someone then she said her supervisor was out on vacation, I asked for the stand in supervisor she said she didn’t know who that would be. At this point she was blocking me from talking with her supervisor I just hung up on her. I called back I talked with the customer service department and was told no supervisor was available, I hung up again called back talked with the purchasing department they couldn’t help. I’m pissed to the hilt!!! When my contract ends in March 2020 I’m canceling my contract!!! I pay $100 a month for 13 1/2 years & this is how I’m treated. I have paid for a new 20 times over. Seriously!
The bigest ripoff don't fall for it their always have an excuses to disapprove service and you get stuck with their service fee not refundable.
My air conditioner crashed after moving into my newly purchased home in August. I live in Tucson, AZ so our summers are pretty hot. It was around 105 degrees when the AC unit blew, I was TDY to Fort Huachuca, and I had a pregnant wife in the house. 2-10 sent their contractor who determined that it was a pre existing issue and quoted us a price for repair twice what is common in our area. They quoted around $9,000 and we wound up paying $4,300 for a brand new unit. I say this because we had to pay. 2-10 HBW dragged out the process with a pregnant woman as long as they could to avoid covering the cost of the air conditioner. I disputed the claim as we had a previous inspection report stating the air conditioner was in fine working order. It took 2-10 HBW two months to review a one paragraph statement from out inspection report. They never contacted us back despite the emails I sent. In fact, they only contacted my wife after I posted several negative reviews. Then they claimed we were not costumers in publicly visible review sites while pretending to examine our claim. It is my impression that they pretended to evaluate our claim because the day after Veterans Day they sent my wife an email stating they read the report, but could not contact the inspector, or the contractor we previously utilized to inspect the AC unit. Essentially, they denied our claim without even investigating its validity. The insult to injury was sending a veteran of four combat tours, pending a disability claim, this information the day after Veterans Day. I would say it was coincidence, but 2-10 HBW contacted me through Facebook so it is likely they knew. I doubt they would admit to doing this on purpose. They tried to scam us into paying twice the market value for a midrange AC unit. They called their contractor to confirm the information they already had and disregarded what we submitted entirely.
Philip W Cate
Not happy at all with this company! Move in an existing home in July, shortly after, the dishwasher went out. Person on phone told me $400 allowance for new one, so I bought one and had it installed myself. Then in subsequent calls I was only allowed and given $100. Also, had problems with HVAC, so I had two different very reputable companies come out on my own, one for $320 and one for $139. Both said unit needed to be replaced. Now I'm being told 2-10 won't honor any replacement because it was not "their" contractor.
We have been paying for the 210 home warranty for 5 yrs. Last Tuesday our heat was blowing cold air so I contacted 210 for a service request. Here is what happened. I was told someone would contact me within 24 hours. (never happened) I called back on Wednesday to check on status. (service rep was extremely rude and still could not offer us a appt time with a contractor) Finally got a appt set on Thursday for Friday with contractor (appt time was Friday between 8-12) Contractor never called or showed up on Friday After no one showed up I called the contractor and they said 210 had cancelled the appt. (by this time our house temp had been around 52 degrees for the last 3 days) I called 210, they said they never cancelled the appt and that the contractor was lying to us. At this point I explained that all I wanted was someone to come out and fix our heat, I was told that I would have to wait until Monday before it would be possible for another appt to be set. I explained that I have a family with children and we could not wait till Monday to have the heater issue resolved, 210 could have cared less and said since it wasn't an emergency I would have to wait. Completely unacceptable! I asked to speak with a supervisor and was sent over to another claims representative, long story short, got no where with them as well. DO NOT DO BUSINESS WITH THIS TYPE OF COMPANY! DON"T WASTE YOUR HARD EARNED MONEY AND TIME! BEWARE : Please read other reviews, we are not the only ones who have been disappointed with this pathetic company and there lousy excuses.
I was TDY with a pregnant wife stewing in a house without AC in Tucson, AZ during the summer. When we purchased the house we had the air conditioner inspected. The report noted it was in good working order. It broke within a few weeks of us moving in. The warranty company sent a contractor to inspect who gave us a report contradicting the previous report and stating the condition was a preexisting issue. The contractor then offered to fix our unit for twice the price we wound up paying out of pocket for to get it fixed. They have not responded to any of my emails requesting a re-evaluation for refund. They called my wife once a month after I sent my last email. Basically, they tried to pressure cook my wife into paying one of their contractors an exorbitant amount of money to fix the air conditioner while I was half a state away for work.
A 2-10 representative told me that my repair was not covered because the contractor, Leak Seekers, told them that there was "grease" build up in the pipes and that is not covered under warranty. Leak Seekers claims that they never said that at all, that there was normal food particles that would be normally found in water pipes. I was told by Mr. S (I believe) that phone conversations were recorded. I would like this to be investigated. I have spent $441.52, plus a $100.00 service fee for something that has not been resolved. I was quoted by Leak Seekers that I may have to pay $1,100 to have my issue fixed. It is insulting and deceitful that I have paid so much to have someone misrepresent the truth between 2-10 and the contractor. If the contractor lied, you need to have better contractors represent 2-10.
Very poor service!! They falsely advertise about service fees and additional charges. You have to continually call them to get your service work done . They don’t follow up to make sure service is even being done . DO NOT BUY!!!!
Worst company ever! They overalled screwed me over & I am out $3,000. They always seem to find reasons not to pay the claim!! Also, they lie & say that they contact the repairman (which they didn’t) and they blame it on the repairman that he used a certain descriptive word on the bill which they don’t cover. I check the invoice over & SHOCKING it was never written there! Hmmmm SCAM Buyer BEWARE!!! Plus I’m stuck with this horrible company for a year since it came with the house I bought & it covers very minimal. 👎🏼👎🏼👎🏼👎🏼
Un Freakin Believable! Is pretty much all I can say to describe the worst experience I ever had. Totally felt bamboozled by company. Customer service sucks, policy sucks, beware of hidden fine print. Cover your butt and find a better company!
First of all, I fell scammed from them over the phone after I spoke with person Justin G and he was very nice, however the beautiful word that he was a referral to it, it wasn't real, and I will tell you why. Schedule service to check my Air conditioner, a guy came, I paid my $100 initially, he didn't do anything because he said that he couldn't because he will need to order a part to replace, ok, I get. I will a few hours and call 2-10 and lady name Vitoria told me that the part that was cracked the order has been in place, but I need to wait around 5 days for the Company (Comfort Zone) contact me to make the schedule arrangements, I said, ok. Earlier today, someone from 2-10 did call me and said that they won't be covering the issue, I told him that I spoke and how I spoke with Justin, spoke with Vitoria, but he didn't care. As a customer, I did Follow all the instructions and that's what I have, lets' see now what they are going to come with about the Cancellation. If you read, please don't try with this Company, checking reviews first before you go with them, this one here isn't a Fake Review, but If I could I won't be given any stars. Hope that helps you to look for some other one. Good Luck
Anderson Lamar Bailey
Well I will try to keep it simple, by far this is the worst warranty company I've ever had. I have a $3,000 LG fridge that's only three years old, the compressor went out and that lead me to call the warranty company since the house was purchased with it. They sent out a tech the next day and the first thing to come out of his mouth was do you have the $100 dollar deductible . Once I gave him the check he proceeded to look at my fridge , I mean literally he just looked at the thing and said I need a new fridge. So the company decided to send another tech a week later who at least took a look at the compressor and stated yea the compressor is bad. He then stated it would take another two weeks before the part would arrive once it was ordered. Please keep in mind that were going into week three without a fridge and still were having to call the warranty company 2-10 and the contractors they contracted the job out to and we were constantly getting two separate stories about this part, so it went from one part to now three that needed to be ordered. After going into week four my wife and I were totally over it and decided to just go buy a new one and be done. We ended up reaching out to LG and they said the fridge was still covered under warranty and they would send out a tech. to repair it. Not only were they on time but the guy actually fix the fridge . 2- 10 gave me an appointment between 1 and 5 so my whole day was shot as the tech arrived almost two hours late . If I could give this company a rating it would be ZERO !! And I warn all potential customers to read this it will save you time and money . This company honestly should not be allowed to practice in the U.S at all. Horrible , Horrible Horrible. and so was the Sub contractors from Fix my appliances. Honestly one star is being Nice, I was trying to give them zero stars.
Absolutely absurd process to get anything accomplished. We originally put the claim in for our AC unit on June 3rd. It wasn't fixed until SEPTEMBER 3rd! They set us up with Dawson AC initially who didn't return our phone calls and basically took our $100 deductible and walked away. After MANY phone calls, 5-6 different staff persons, hoops to jump through and waiting periods we were finally assigned a new service technician, Americool. This technician was at least reliable - however after inspecting the unit and putting in the order, 2-10 ordered the wrong replacement part and set us back another 3 weeks waiting for the correct part to be delivered. When I called 2 weeks after the order for the new part being put in, someone in purchasing apologized to me, stating that they never even ordered the new part and that the order had just been sitting there with no attention for 2 weeks. Throughout the whole process nothing was mentioned to me about temporary cooling options or refunds until LATE AUGUST when, during probably my 10th phone call to check on the progress of the claim, I asked to speak to a manager who explained to me that the only kind of service recovery they are able to do is refund you if you buy your own temporary cooling system (like a fan or a window unit) - which we had already purchased but didn't keep the receipt because we were unaware of this policy. So we purchased another window unit since they estimated it was going to take another 3 weeks to get the part in and emailed the receipt for that unit to the manager I spoke to, Jonathan Rael, who confirmed that he had sent the receipt to accounting for the refund to be processed. The part came in, the service tech installed it and we are up and running. However, 2 weeks after speaking to the manager, I had not received the refund check he promised me for the temporary cooling unit. I called again and spoke to another staff at 2-10 in purchasing who said Jonathan hadn't submitted the receipt until September 6th which means we potentially won't get the refund for that window until potentially Friday, September 20. Our AC was not usable for LITERALLY 3 months, THE ENTIRE SUMMER IN OHIO, and if it hadn't been for my incessant phone calls and pestering, I fully believe it would have been longer. I got many different answers from many different staff persons when I asked about processes and waiting time windows and it was never the same response twice. DO NOT TRUST THIS COMPANY TO WORK ON YOUR BEHALF - IF YOU WANT THEM TO GET ANYTHING ACCOMPLISHED, ASK FOR TIME WINDOWS AND FOLLOW UP ON THEM YOURSELF. COMPLETELY UNORGANIZED AND UNRELIABLE SERVICE FROM 2-10. WOULD ABSOLUTELY NOT RECOMMEND THIS TO FRIENDS/FAMILY.
Our AC unit started to cut on and off randomly. We called 2-10 and they sent out a contractor. The contractor advised that there was a toggle switch/safety switch in the drip pan that causes our AC to cut off every time it fills up with water. He drained the drip pan and unclogged the pipes. He collected his service fee of $125 and left. Everything was fine until one week later the same issue occurred. Called 2-10 again, 2-10 called the same contractor to come out for a recall. The contractor advised it was the same issue. **FIRST RED FLAG: Filter Butler repaired the issue again but then proceeded to ask for the service fee of $125, after 2-10 advised us that there will be NO service fee if the same repair is needed. I had to call 2-10 while the contractor was at my house to explain how their lack of communication between each other caused unnecessary confusion. Another week passes and I noticed a leak in my ceiling, which I assume was from my AC unit, and sure enough, it was. That “toggle switch/ safety switch” was no longer working causing a leakage which caused water damage into my ceiling. **SECOND RED FLAG: That toggle switch/safety switch (keeping the drip pan from overflowing) was working fine until the contractor came out that second time advising “he fixed the issue.” Now we have water damage. This time I called the contractor directly and after further review, they decided that my AC unit was improperly installed. **My service agreement states this: “ …Modifications up to $250 per Service Agreement. Haul away/disposal fees. Items under manufacturer's warranty. Improper installation/repair/modification.” We reached out to corporate via email and they stated this: I understand that based on your current warranty you do have coverage for improper install, improper repair and/or improper modifications however we only provide coverage for those 3 when necessary to effect an eligible repair. **FINAL RED FLAG: NOWHERE in the service agreement did it state anything specific on what is considered an eligible repair or what qualifies as a covered improper install or modification. The vagueness and lack of specificity in this agreement seems intentional. The impact on the customer and the business relationship was not considered. NO ONE at 2-10 was able to assist with our issue. It was unsettling that no further attempts apart from simple explanations was made to reconcile the issue. We dread the fact that we renewed our warranty for another year spending close to $700, FOR NOTHING. We have been dealing with this issue for FIVE weeks now. And we are still left high and dry to find a company to fix our issue for a reasonable price.
Filed a claim for ac repair in June. Claim was denied. Got 2nd opinion and claim was approved. Then they delayed payment and delayed payment. They never called me, I always had to call them. Finally, they denied claim. Avoid this company at all costs. They are not an honest company. They only know delay and deny. They definitely do not care for their customers.
This company does not answer their phones and a message came on saying they were unexpectedly closed ???????? This is 11 am Auroro Co/ Corporate office.. Their contractor came out on Weds for a request from the prev Friday. He was nice but gave me no invoice or info and I have no idea whats going on with my appliance request. He said it might take a couple of weeks to get parts if they are available. I cannot do everything online. Will not use this company to renew. Parts might not even be available. How many weeks am I supposed to be without my oven. Very poor business practices.
I contacted 2-10 about a leak issue on Friday, but someone came on Thursday, so you better not have a big issue. And the service fee ($189) is outrageous.
Absolutely the worst company ever. CANCEL YOUR CONTRACT. MINUS ZERO STARS. This company has no customer service (if you can outwait the hold times of an hour it more to even get to speak to a person). You WILL be transferred at least twice—with additional wait times. You will be disappointed to learn that you have faithfully paid for this peace of mind and will instead find out you have been ripped off. I paid extra for septic service coverage, had a problem that involved a service call, and was upset to learn that they will pay $250 of my $2,000 repair AND will deduct the $75 fee from that!!! I won’t bore you with the details, but like air conditioning, I could not wait for septic repair and the message on their phone said they were closed for the day due to unforeseen circumstances, advised me to go ahead and contract for service and then submit the bill to Claims Management, so I called a well-known, reputable company who came out, expertly fixed the problem, and presented me with a $2,000 bill, properly itemized. After speaking to Claims Management, I learned that the most they would have paid was $500!!! Really?!? But I am getting $250 minus $75. Why has no one initiated a class action suit against these charlatans?
Our HVAC is out in early August with a toddler in the house. This has been admittedly a stressful time. 2-10 home warranty has only added to the stress. Starting from the first phone call-repeatedly cutting out, asking for a call back and not receiving one. I finally got through to someone clear and was advised would hear back within four hours with a contractor. 21 hours go by with no contact. I call in and someone tells me this was misinformation there is no four hour window and they are unable to give me a timeframe on establishing a contractor at this point. No time frame at all from a few hours to weeks. I asked to speak with someone in dispatch or a supervisor and told this wasn’t possible and there was no way to know how long my claim would take to process. This is a useless home warranty system that makes it so difficult to access to services that you end up just going out on your own to pay for the repairs rather than await their incredibly slow and opaque service process. Seems more of a scheme to take your money and then make it so difficult to access the help you never actually use your home warranty. Win win for the company huh. Stay away!!