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2-10 Home Warranty is another popular home warranty company available to homeowners. Overall, vs competitors, there is a lot to love about 2-10 Home Buyers Warranty, including the online claim portal, general promptness in servicing claims, and overall professionalism in their servicing partners. However, there have been some negative reviews as well. Those usually have to do with appliances that fail completely or require multiple replacement parts. In these cases, there can be long delays, which is only exacerbated when things like weather come into play. In all circumstances, read your contract completely before committing as there may be some hidden cases where you won't be covered.
Overall Score: 8.7/10
Customer Satisfaction: 8.7/10
Prompt Service: 8.6/10
Repair / Replace Quality: 8.7/10
Deductible: $60-$100Get Your Quote Now
The 2-10 Home Buyers Warranty is available in all states and has been in business since 1983. They were purchased by Brera Capital Partners, a private equity firm focused on building superior returns through acquiring, building, and holding businesses. Since then, 2-10 has initiated an updated user experience and online workflow for the 21st century.
|2-10 Home Buyers Warranty|
|States Served||All States|
|Customers||5.5 Million +|
2-10 Home Buyers Warranty offers multiple types of warranties including both systems and appliances service agreements and structural warranties for the backbone of your home. These warranties competitive with others on the market, but don't offer much in the way of customization. Here is the full breakdown:
|Systems and Appliances||With select exclusions / state specific:|
|Optional Additional Coverage||A la carte options:|
|Structural Warranty||With select exclusions / state specific:|
There are additional structural warranty options for: modular/manufactured homes, remodeling, construction lenders, light commercial businesses, and new construction homes.
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2-10's online claim portal and phone claim center are good overall for getting a claim requested. There are some that had issues with having to pay the fee multiple times for the same issue because repair people were unable to fix the original issue -- also some described not being able to talk to a supervisor to solve their issue. Others had long hold times in certain situations.
Most customers had a good experience getting repairs and replacements taken care of by 2-10. However, there were many that had problems. Some describe diagnosis problems and technicians that do not adequately repair the issue -- then the customer is charged the deductible for another technician to come out. Additionally, there are some that find that 2-10 doesn't have the kind of service provider network that other top-brand home warranties have, which means that there are long wait times for service in access outages.
There are multiple benefits to realtors that use 2-10 home warranties, including: local account executives, monthly reporting, online portal to manage requests, and marketing materials. There are also some realtor or broker/agent plans. Here they are in detail:
|Seller Coverage||Seller coverage offers a nice benefit: the premium is not due until closing -- and will go into effect for the buyer. It covers all of the appliances and systems listed in the home owner plan, and can have additional add-on for A/C and heat pump coverage for a fee.|
|Buyer Coverage||Buyer coverage is a 1 year contract and can be renewed annually. It includes all of the standard appliance and system coverage options above and comes with additional options for:|
|Structural Warranty||Similar to the home owner's structural warranty product, realtors have the option to purchase or sell a similar product with all of the additional benefits. This is ideal for builders as well.|
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2-10 vs. American Home Shield (AHS)
In terms of appliance and systems home warranties, AHS really stands apart by delivering consistency and fairness to home owners. This comes with a better user experience and better reviews for service providers than 2-10 overall. Where 2-10 excels is the structural warranty area where AHS doesn't have coverage.
2-10 vs. First American Home Warranty
First American and 2-10 both have good online experiences for submitting claims and getting service provided. Both of them have some customers that have complaints about service, and First American wins a bit in this department. 2-10 does a better job at structural warranties because First American doesn't offer them.
2-10 vs. Choice Home Warranty
Choice Home Warranty gets better reviews overall vs 2-10. Choice customers are happier with the service they are provided and in making claims online. 2-10, however, offers a more robust service in terms of the structural warranty.
Sign up for your 2-10 Home Warranty Plan Now: Get Your Quote Now
Submitting a claim to 2-10 Home Buyers Warranty was fine and everything was cool with their reps. However, the people that did the work, they take Saturday, Sunday off. So my fridge has been out of service for about two weeks now. Then, they have to order a part that took another week and a half. The problem happened right before Christmas and the contractor is on his way now to fix it. So far, everything is good.View More Reviews
The service so far of 2-10 has been fine. Their reps have been very friendly and willing to help. Although, every time I spoke to someone, it seems that some mistake was made and the supervisor had to get involved so they had to call me back. Sometimes, it comes across as if they’re trying to make things a little bit more complicated and more difficult when we make the claim.When we called for our sewer issue, the service provider switched three times. We couldn’t wait for someone to come out, so we just canceled the claim and took care of it ourselves. Among the three claims we have submitted, including the claim for the sewer issue, only one of the contractors they sent out has actually completed the work. The other company came out and said that they would need to come back in order to do the work. We have to schedule something this week. It was a bigger issue than what could be handled by one person and there was only one person available.
I have 2-10 since June 30th of 2016. The warranty came with my new home and it was for a year for free and I renewed it after the year was over. When a circuit breaker tripped, I filed a claim with them. I tried to do it online but since I didn’t know the main brand of my garbage disposal, I just called them. There was a lot of automated stuff I had to go through first but it was a pleasant experience. Then my brother came in and fixed the problem so I cancelled the request for service. Still, I would recommend 2-10. I’m thankful to have coverage and I don’t know that I need it but I’d rather have it and not need it, than need it and not have it, Better be safe than sorry.
I would definitely recommend 2-10. I typically use the website to submit a service request, and it's very easy. It asks me for information about the appliance or what the issue is, the service address, etc. When they came by the last time to fix my heater, the service contractor introduced himself at the door and then I showed him where the unit was. He pretty much worked autonomously, but when he was ready to leave he told me what he did and explained everything before he left. I appreciated how 2-10 was able to work with me because I submitted the request on a Thursday and they were trying to get a bunch of people taken care of right before a snow storm and it was very cold but they were able to get me in on the last minute. It was great. However, I need to call them because when I turned on the AC yesterday, the house went from being 72 to 79. One of the wires might have gotten crossed when the guy was working on it.
We bought our home in October and our real estate agent suggested us to get 2-10 Home Buyers Warranty. Submitting a claim has been absolutely wonderful. Their website was very user-friendly. And even though it was a holiday and a weekend, they were very prompt. The plumber got to the house first thing on the first business day. Everything was really easy. I'm hoping not to use 2-10 again but if we do, I have no doubts using their service again.
Submitting a claim to 2-10 Home Buyers Warranty was easy. I called the number for the home warranty and then the claims department, and they sent me a number to call for the guy who would fix the water heater. The maintenance tech came and did a good service. The heating is okay and the water is hot. I want to keep my home warranty, and when it's due, I want to renew it. 2-10 Home Buyers Warranty is a good thing to have and I'm satisfied with it.
I have broken my review down into 3 sections:
THE GOOD, THE BAD, AND THE UGLY
THE GOOD: Special thanks to Oscar R. & Kelly Kan., both of whom helped me a lot with the 2 claims I filed. Customer service was exceptional and I knew the status of my claim daily, even when they were waiting on the quote from the Service Provider and had nothing new to tell me, they let me know, and they apologized for the delay, which was out of their control. Oscar stayed on top of it and followed through like a champ, he even called me the day the work was completed to make sure it happened according to plan. Oscar is a keeper and 2-10 is lucky to have him.
THE BAD: Those pesky exclusions. In a perfect world, everything including every part imaginable would be covered. Gives us something to work on...
However, to help with some of those pesky exclusions, 2-10 does offer additional options and extended coverage that you can purchase to be added to your policy for a fraction of the cost of most repairs. I like that!
THE UGLY: In this section, I would like to address the negative reviews as I feel that many comments were misdirected.
Regarding the wait time for a service appointment: it should be noted that contractors have their busy times just as a popular restaurant does. Would you expect immediate seating and service on a weekend evening when they are slammed busy? Probably not. When the temperatures start to drop, and people turn on their heaters to find them not working properly, this results in a busy time for contractors. Oscar at 2-10 told me if I had my own contractor that could get to me sooner than their Service Provider to let him know, which was nice but the reality is there are no appointment times sooner than 2 weeks - anywhere, and contributing factors are lack of regular maintenance and people that put off repairs they know are needed until there is no heat source and it is now an emergency. If I had the option to use my own contractor, that should be an option for others as well.
Regarding exclusions and coverage: these are all spelled out, quite clearly, in the policy flyer. Because my free standing fireplace/stove is not covered by 2-10, writing a negative review is just wrong on so many levels. There are more systems covered than not and with the additional options offered by 2-10, they have you covered. Again, no Home Warranty will cover everything in the house from top to bottom.
No need to belabor the point, but it appears to me that 2-10 has taken the hit, unfairly, for everything from the scheduling done by the contractors to Industry Standard practices, by some disgruntled folks with unreasonable expectations.
I think you guys are the best and thank you, again, for everything!
I am completely satisfied and would not hesitate to refer 2-10 to anyone in the market for a Home Warranty.
I bought a house a couple of months ago and I got 2-10 Home Buyers Warranty. Their reps seem like they’re enjoying their jobs. They are supportive and they knew exactly what to tell me like how I needed to get everything fixed and what I had to do to get it taken care of. My stove went out and I called them. They told me that either I buy one and they’ll reimburse me a $100 or I can pay a $100 to have a contractor come out to take care of it for me. However, I didn’t follow through with the claim and got my own guy on it. But I definitely appreciate having the warranty.
We got the 2-10 Home Buyers Warranty when we bought our house. I submitted one claim online, filled out some of the information and they gave me a call. A friendly contractor came out and inspected our furnace. They did what they were supposed to.
2-10 Home Buyers Warranty came with the house when we bought it. I submitted a claim for the air conditioning system over the phone and it went fairly simple. Their customer service was very good and they answered all my questions. The service contractor who came was also very good. However, one part went bad after another so it took a while but it's typical. It didn't help that it was really cold but everything's working fine now. They did fabulously.
I got 2-10 Home Buyers Warranty when I bought a house and I’ve been with them for around three years. I got a water heater and a microwave replaced. A couple of things weren’t something that would’ve been covered but at least I had somebody out there to look at it easily. I like the convenience. I either go online or follow up with a phone call when submitting a claim but typically online’s effective. I’ve been treated fine whenever I got to speak with somebody at 2-10 and haven’t had any issues with the contractors that came out. Everything worked out fine. I am a real estate agent so I refer 2-10 Home Buyers Warranty frequently to people. And the last three homes I sold included the warranty so I think it’s a good thing for people.
Our heat went out the morning of 7 Jan. 2018. I place a request for service that morning, as of today I'm still waiting for repairs and a straight answer from 2-10. Each time I call (sometimes 4 a day) I get a different answer. We are in our 70's and raising a 2 year old great grandson. They say they are customeroriented, I beg to differ with that, I WOULD NOT RECOMMEND 2-10 WARRANTY.
Our house was built in the ‘50s so having a home warranty is very valuable. I've had 2-10 Home Buyers Warranty since November, right around Thanksgiving, and submitting a claim to them was easy. I did one on the phone and had the person talk to the contractor doing the work. My interaction with the claims rep was quick and professional. The whole process took a half an hour. We used an out-of-network contractor since we were leaving town the next morning and the interaction with the contractor was good and professional as well. Overall, 2-10 is easy to use.
Yesterday I put in a claim for a water heater that is broke. I called Ace Home Improvement who was assigned to the case today. It will be a week before they can even come look at it and determine what to do. I called 2-10 and asked for a different contractor due availability. They said they couldn't get me one. I asked who the other contractors were in the area and was told they had some but didn't know who they were. I asked, “How can you not know who your contractors are?” He said, “We just don't.” I went through 2 supervisors and was given the same runaround. One supervisor told me he had to go without hot water for 2 weeks. Like I cared. They were rude and not willing to work with me. I was told I could go outside the contract and hire someone and pay the bill. I could submit it to them but they probably won't pay the full amount. The supervisor told me going without hot water is not an emergency and they try to settle all claims within 30 days. I understand a couple days of wait time but a week just to diagnose then probably another week to come back and fix is ridiculous. Very poor customer service. In addition the company Ace they contracted to was very rude on the phone. When you pay for a product you expect prompt professional service. You will not get it from this company or the people they subcontract to. I was thinking of renewing but will definitely not.
When I submit claims with 2-10 Home Buyers Warranty, someone would call me on the same day and schedule appointments. And they're very courteous. I've had them for three and a half years, and so far I have gotten excellent service.
I submitted the claim over the phone and it was good. My interaction with the sales reps and my experience with the contractor who came out both went well. However, 2-10 can still improve the cost of the service. We already pay the annual fee and the cost of the $75 plus some different charges and parties is a bit as expensive so it is too ridiculous.
My sister has 2-10 Home Buyers Warranty and she was also our realtor so she recommended it to us. We signed up when we closed on our house. I submitted my claim online and it was a smooth process. But since it was out of network, they had me call somebody on my own. And then, I sent everything in and I received a couple of emails back quickly saying they have received them. A few weeks after that, I got my reimbursement.
I purchased my second home this year before Christmas. It turned out that I broke the fridge a couple of days after moving in and I wasn't going to have a fridge for Christmas. At first, submitting a claim with 2-10 was bumpy. I tried to submit the claim over the phone but when I called, they said that I couldn't do any claims and I needed to wait 30 days. Then, my broker got a hold of them, talked to a supervisor, and got it approved. The guy that processed the claim needs to try a little bit harder, especially in understanding their customers. I was going to have a bunch of people coming over for Christmas and it didn't seem to matter to them until we got a hold of a manager and we made it happen. I called three times and I didn't get anyone. Other than that, the contractor came out before Christmas and he was great. He already had all the parts with him and it took about 10 minutes for him to fix the fridge.
Submitting a claim with 2-10 has been okay. However, there has been some conflicting information depending on the agent. One agent told us that once we paid $75, we wouldn’t need to pay that successively for additional claims. Then the second agent told us that each claim requires a $75 deductible. These insurance kind of things never cover quite what I want them to cover, but 2-10 is fine for what it is.
My 2-10 warranty was from the people that I got my house from. Submitting the claim with 2-10 is really easy, but the follow-up is terrible. They assign me somebody, but the people they assign don’t call me or do anything. I have to reach out to them and tell them to come over to my house. I’ve submitted claims online and I’ve also called. And both times, I had to reach out to them. Also, while the claims representatives have been fine, they were not very versed on what was happening and they didn’t have much information about everything. The service contractors have been good and helpful, though.
2-10 Home Buyers Warranty came with our mortgage when we bought our house. Submitting a claim was not bad and the service was good like the latest one that we had. All is good now.
I've had 2-10 since March of last year. There were separate plan options I can pick from and the reps were knowledgeable. I gave them a call, but I could also do that online, and they sent me a reply back letting me know that it was put in. The interactions with the technicians were positive and the quality of their work was good.
We had an issue with the heat and we submitted a claim to 2-10 Home Buyers Warranty. A man came out and temporarily, it was fixed. But it went out again. I called and the rep I spoke with on that Sunday morning was not friendly. She was everything that you wouldn’t want as an employee. But every other person I’ve spoken with had been very nice. This last time that the contractor came out, he found the actual issue and we have no more problems. I called to complain because we were charged $75 multiple times and they said they would refund one of them so I’m okay right now.
I have been with 2-10 for 18 years now. I like their price and submitting a claim was pretty easy. I just log into my account, submit the claim online, and usually within 24 hours, I get a call from 2-10. And then within 24 hours of that, I’ll get a call from the contractor that will fulfill the service to schedule an appointment. I had an experience with a contractor who came out, reviewed the problem, and had to order a part. The part came in the next day. So he came back out, replaced the part and he was done. The customer service with 2-10 was very good. For dealing with a warranty company, it was very quick. We had an issue with the heat and within two days, the guy was out here looking at it and it was fixed within three days. I would totally recommend 2-10 to my friends if they're looking for a warranty company. It seems to be a fair product for a fair price.
2-10 came with the house when we bought it and it's working pretty well with us right now. When we had sewer problems, it was a little bit of pain in the butt, but I think that was really related to their contractor that they had in our area. It was right before Christmas when we had the sewer problems. The contractor, Nelson Repair, didn’t call back and they didn’t show up. When they did show up, they didn’t fix the problem and they wouldn’t come back.We got our plumbing issue addressed with a different plumber and they found some pipes that were cracked. The plumber thought it needed to be replaced, but it was going to be pretty expensive. 2-10 didn’t agree to it but I understand those kinds of things. Getting a hold of somebody was difficult because there’s a lot of voice recognition, and it doesn’t work all the time. Eventually, when I get through to somebody, it works well. I tried submitting a claim online, but I didn’t feel comfortable because I want to see if I was talking to people like on the phone. Even if they had a “We’re busy and we’ll call you back” kind of thing – a lot of companies do that these days – that’d be better than going through voice recognition that doesn’t work. Then you try and get an operator, and that doesn’t get you anywhere. Other than that, they sent out HVAC guys by the name of Prillaman, and those guys are awesome. We had no heat, and it was really cold. They did a great job responding and working with us.
I was referred by a co-worker to 2-10. I submitted a claim online and it didn't work out. The garbage disposal wasn't working so I called and they sent a plumber. It was a little upsetting because we just paid $50 to become a member and then $75 for the plumber to come, but the problem was not fixed. They told me that the garbage disposal would not be replaced or fixed because it was not covered. Apparently, it was no longer working when I bought the house. I asked the girl over the phone what would happen when something else would break down because I just bought the house but it is not new. She said that if everything was working when I bought the house, then it would be covered. There is a possibility that in the future, the warranty might work out.
I’m not very knowledgeable in the computer. So I have to call 2-10 to submit a claim and then they’ll make a claim for me and it’s been pretty simple. Then a tech calls me within a couple of days and set up a time to come out and meet me. As far as that goes, that’s been awesome. But I have an issue with this stovetop and it’s been a disaster so far.My glass stovetop cracked. 2-10 sent the tech out and he was a very nice gentleman. He saw that it was cracked and then submitted the claim to 2-10. And then, they proceeded to call me. They wanted me to take pictures of it and send it to them. I’m paying for their services so why do I need to take pictures and do their job. So I said to send the tech back. My beef with them was why didn’t they ask for pictures upfront. Now, I feel like they're attacking my integrity and saying that I’m lying. And so, they came back. But I haven’t heard a word from them for three weeks now so nothing has been resolved.When I submitted a claim for the dishwasher, they came out and fixed it. I had some issues with the AC during the summer time but I went ahead and took care of it. They said they would reimburse me if I had a tech called but I needed it fixed. I told them I wasn’t going to wait around with no AC for them to send someone out to come fix it as I got a family at home. The other experiences I’ve had, they’ve done great. The promptness has been great except with the issue on the stovetop.
We used 2-10 Home Buyers a lot and we had our ups and downs. Like every other company, we had some issues that were not taken care of. It was disappointing when their technician said that he had to come back for something but we had to call it in as a recall then we were charged another $100 for service on the same unit that we already paid for a few days before. And when the technician came in, he said that it was a service fee not a technician fee. Every time the same technician came back, if he was missing a part that he had to go and get, we called it in again and 2-10 charged us again. That didn’t make sense and other companies were charging us way less for the same service. In addition, all the technician cared about was collecting his fee and charging 2-10 whatever he wanted to charge. He also didn't do the service so we were forced to pay to get it done and 2-10 didn’t refund. While we didn’t ask for one, they should have offered to fix the issue. Other than that, when the technician comes once and doesn't have to come back two or three times, things have been fine. We have acquired properties which were already under other companies. As builders, we have been with 2-10 for many years with different company names. As property managers, we use different warranty services. We thought that 2-10 would be our first choice, but we’re reconsidering because of the few incidents that happened. They played with us in so many ways that we’re going to start switching slowly to some other warranty company once the 2-10 warranties in some of our homes expire. They are still a good company though and we’d recommend them.
I got 2-10 Home Buyers Warranty with the purchase of my house and my recent claim went really good. My heater in my house was not working so I submitted a claim online. I liked the website. It was easy to use and I just tapped a couple of things and it was good to go. The contractor was very, very nice and very helpful and fixed the problem. It’s been quality work. It was something really simple so he fixed it and he said, “If it goes out within six months we’ll replace the whole part.” But I had a very negative experience with getting plumbing. 2-10 only have one plumber around here that they contract with and the plumber won’t come out to my house because it’s too far. And that’s why I stopped that. They finally talked to me to find somebody I like. They want me to pay everything upfront and then they not reimburse me. That was very negative and I did not like that. That’s ridiculous. They should have at least ten plumbers in the area you can contract with. I think it should be up to me what my home owner’s policy is supposed to do The other bad experience was the air conditioner. It wasn’t working right. It took a week and a half for the contractor to come out so we were hot for a week and a half. So there’s two bad experiences and one good experience.
2-10 is a very frustrating company. Where we live, there are hardly any preferred contractors. I'm not exaggerating when I say it took months to get a claim for HVAC settled, and more months to get an electrical claim settled (we eventually had to go out-of-network for that one). We have 2 open plumbing claims right now that have been pending since November, one for a broken shower riser in our clawfoot tub, and one for our upstairs hot water heater. The plumber assigned no longer participates with 2-10, so the claims are just sitting there. We can't use our master bathroom to shower in the meantime. The main plumber they're contracted to in our area is AWFUL, has burned us already, and won't return our calls, but 2-10 told me it's either use them, or go out-of-network on our own. We've also had at least 2 claims that we opened online get closed out as "canceled by customer," which we didn't do. It's annoying to have to call in to straighten it out, especially since nobody knows why they got canceled in the first place. Yesterday, a pipe burst in our basement, resulting in us having to immediately shut off the water to the whole house. I told the rep I would not work with the contracted plumber who won't return our calls. We have 4 kids, 2 dogs, and 2 cats living here, so waiting 24 hours for a return call from dispatch to work with me to find an acceptable plumber was out of the question. I was given the phone number to dispatch so I could contact them directly, but it just brought me back to the main customer service recording. I had to get a different rep on the phone to let them know I was going out-of-network. After waiting all day for an out-of-network plumber, I found out that the prior authorization department is NOT open 24/7 like I was told, but only open until 6 P.M. during the week. I specifically asked the rep about this when I called to tell them I was going out-of-network. I had to get someone back out here today, only to find out freezing pipes are considered an act on nature, and are not covered by my policy. WHY DIDN'T ANY OF THE REPS I SPOKE TO YESTERDAY TELL ME THAT?! I called 3 times, spoke to 3 different reps, and NOBODY told me a word about it! I gave 2 stars instead of 1 star because we have had several different claims settled, both in- and out-of-network. However, the waiting game, mystery cancellations, lack of communication amongst 2-10's departments, and overall lackluster service has left us unhappy. We won't be renewing our contract this summer.
When I submitted a claim with 2-10 Home Buyers Warranty, it was fine but I had issues with DK Appliance. It took me seven phone calls to finally get in touch with them and even then, they weren't helpful. My dryer stopped working two weeks before Christmas and it was the New Year before I could get it fixed with DK Appliance. They came out and decided that it was the timer that was wrong so they had to order that part. It took two weeks for them to come back out and try to fix it. It was always us trying to contact them and ask about whether the part was in or not. After they got the part, they set an appointment and said it still wasn't working. The technician had to do something and it worked for one load of clothes and then stopped working again. We attempted to contact the DK customer service but we got nothing with them. It was the third day before Christmas. I tried to contact the technician again and he didn't contact me back. And then after we tried to contact DK Appliance several times that day, they changed their answering service to say that they were going to be closed until Wednesday of the following week. So we contacted 2-10 and tried to get a different contractor. But they stated that they weren't going to send out a separate contractor. We still had to pay the $100 fee even though it wasn't fixed for the first $100 that we spent. They said it has something to do with switching contractors. Then we got a call the following day after we talked to 2-10. They decided that they're going to send it in as a recall and send out a different contractor. Overall, it was horrible. It was a headache with DK Appliance and turned out to be the same with 2-10 because they couldn't get a separate contractor. We didn't have a dryer for a month and that was extremely unacceptable. I even asked 2-10 to refund me the $100 so that I could use that to buy a new dryer and they yelled when I did that. I had to go out and get a new dryer on my own.
I have had 2-10 as part of the contract that came with my house. When I call there is a service fee which I understand but the part that bothers me is that without exception I have had to recall them every time to correct the problem. Once for plumbing, once for furnace and the biggest one was for the range. I called due to the range burner tripping a circuit when being used. The tech told me I needed a new box. After some new wiring and new bathroom and new windows I returned to the stove and it still blew the circuit. I called 2-10. They wanted to charge me another service call when I told them it was misdiagnosed and I wouldn't pay the service call. They told me I had to. I explained I had been busy with the improvements but they wouldn't budge. So I cancelled the service. I had complained before about the people they contract with to send out but no improvement. NOT worth the monthly fee. Just put it in the bank and save for the emergencies.
A coverage with 2-10 was provided for my first year when I bought my house and I've been with 2-10 for over two years now. Submitting a claim is easy which I do mostly online since I don’t have to talk to people. My interactions with their representatives were good, but the last person I spoke with was not very pleasant at all. She told me that they couldn’t help me out and there was nothing that they could do. I asked to speak with the manager and she wouldn’t transfer me. And then their contractors have been iffy. One of them didn’t return phone calls and wouldn’t show up for scheduled appointments. Another person said there wasn’t a problem and then my thing got destroyed. Another person also said they fixed the problem and then it was broken again. From my personal experience and talking with other people, don't go with 2-10. There are better places out there that would be less stressful to deal with and would have better coverage.
After my water heater started leaking I contacted my home warranty company, 2-10 Home Warranty and let them know there was an issue. Since the water shutoff to the water heater was leaking it was elevated to an emergency call because it was flooding my garage. They scheduled me with a plumber, and after waiting a few minutes I contacted the plumber that was assigned. They said it would take them a week to just diagnose the issue. I then called 2-10 back and explained, they rescheduled another plumber. I waited until the next day and contacted the new plumber, after three tries I was able to reach them. Turns out they don't service my area, so I contacted 2-10 and let them know. They scheduled another plumber who could come out 6 days later (some emergency). I then looked up a plumber and paid out of pocket to get an estimate of $2,187. They could repair it the same day. I called 2-10 to get their opinion. 2-10 would only cover under $400 so I waited and rented a hotel room to take a shower. Monday came around and the 2-10 plumber showed up, looked at my water heater and said they could not work on it because they did not have a license. I called 2-10 and the process started all over again. Mike at 2-10 said since it is an emergency they would work on getting a new plumber within 24 hours per their policy. Interpreted, this means they schedule with a plumber within 24 hours but the plumber they contract with may not show up for a week. So I guess I have two options, wait for 2-10 to get the right plumber out or pay $2,000. Guess I will be renting another hotel room. Way to go 2-10! Jim, valued customer since 2011. Bottom line 2-10 is unable to react quickly and does not know their network providers well enough to be able to provide a quick response and resolution.
Very poor. EVERY call is a minimum of 45 - 60 min. The automated gatekeeper is a great source of frustration and you have to make 20 to 30 selections before being allowed to pass. Then you sit on hold for another 20 min. before (if you're lucky) you get to talk to a real person. When you get information from them, you get one "story" from one rep and a different "story" from another rep. Either they don't have an answer and made something up on the fly or they lied. Not sure but after a week and a half with no appliance and being told it could be another week and a half, I'm done. Terrible company to do business with.
I have a claim dating back to October 2017, It’s January 2018 and they haven't processed the replacement yet. Each department says another department is working on it. They promise callbacks, never get a call. AVOID this company.
After 10 days of purchasing my new home, I found that the washer's connection was not properly installed. Contacted 2-10 that informed that this "improper install" was covered but not under my basic agreement as I would require an upgrade "Supreme". I agreed to pay the additional funds to ensure the unit was serviceable. I placed a service agreement to have the washers reinstalled properly three days later. Immediately I received a call from a provider that scheduled an appointment for the next day. I took off work and the service provider did not come due to poor weather in their area, but no call to me. The following week, I contacted the provider who apologized and then informed they did not perform reinstall support. They assured they will contact 2-10 so that my order would be referred to an appropriate vendor. A few days later I called 2-10 to inquire and found no reassignment had been provided.The rep, upon multiple holds, questioned if the service would be covered but then saw an annotation from the initial rep. At that point, he proceeded to state that a new order was created and assigned. After a few days of not hearing from the service provider, I called the provider and was assured the company would contact me to schedule an appointment. I also requested assistance from 2-10 with getting the appointment scheduled. The next day 2-10 contacted to inquire about my work order as the claim rep too was unsure my repair based on my comments would be covered. I was then transferred to a rep, who reviewed my call log and saw that the additional funds was placed against the washer/dryer option instead of the Supreme plan, which was required for coverage of my repair. I agreed and was transferred again to Sales, who made the switch from basic to Supreme and informed I owed additional monies.I paid again with the belief this charge would allow my washer unit to be serviced and covered by the 2-10 warranty. The next day, I called the service provider who informed that my work order had been cancelled, which came as a surprise to me. Immediately, upset I called 2-10 for explanation. After speaking with 6 reps over almost 3 weeks, I was connected to Shirley. She calmly and patiently took 50 mins (most of the time with me on hold) but finally, clearly explaining and pointing out specifically in my agreement that the additional monies I paid for the Supreme plan, at the direction of the other representatives, was a mistake as the repair would still not be covered as delineated in the terms and conditions of the agreement.While I was extremely upset that this matter took 7 representatives and almost three weeks to resolve, I finally had an answer on how I needed to proceed to prevent a waste of more of my funds for a service order that would not be covered by 2-10. The most unprofessional and disappointing aspect of my experience is the fact that I spoke with multiple rep, proven by the notes on my account, and none of them except Shirley explained the situation and how best I could proceed. It seems others reps were just quick to get me off the phone instead of reviewing the matter comprehensively to ensure my service need was met by them or a private provider. As this was my first home warranty with 2-10, I can't see me recommending them to anyone else.
For the past 48+ hours, I've been trying to get a hold of the assigned contractor from 2-10 for a broken water heater. They state that I should hear something by the "end of the next business day". I did not hear anything so I repeatedly called the contractor. After not hearing from them, I called 2-10. They said "I'm sorry" (something I would hear a lot of), but aside from also contacting the contractor, they could not do anything. On the third day, I called the contractor (left a message) and then again called 2-10. They said I should wait another couple of hours and then call them back. I called the contractor at 1 PM (48+ hours after filing the claim) and they said that they could come see the issue 72 hours from that time.I called 2-10 and asked for an escalation or compensation given that two days had gone by with no action and I was looking at another 3 days before the issue was even looked at. They said "I'm sorry" and offered only to get a new contractor warning me that this could delay things. I asked for a new contractor who will be coming out tomorrow. However, when I asked them about a timeline for repair/replacement, they explained that 2-10 does not permit them to purchase the replacement unit (something 2-10 didn't mention) which will add days of delay to my repair. So - after two days of no action, I now find out that I could be without heat for almost a week and a half. If that's what you want from a home warranty, great. If you expect more - try a different provider.
I just purchased a new home and my realtor suggested that we get a home warranty. Unfortunately, we have had two issues come up and have attempted to use 2-10 to address each. The first was a plumbing leak in the wall. We requested help before Christmas and we just got it addressed Jan. 10th. Needless to say, we went through the whole thing with 2-10 immediately telling us that they did not have an in-network contractor, etc... After several requesting service attempts, they found someone and the plumbing company finally came out to repair the busted pipe in the wall. Needless to say, it was a miserable holiday season with no water going to the kid's bathroom for over two weeks. The other issue is that one of my heating units is not blowing hot air, and I have made several attempts to get some help from 2-10. Yet again, their first response is that they don't have a service contractor in my area. I asked if they could use INET to find someone. Again, they keep sending me emails telling me that I need to find my own service provider. I don't know of anyone who is willing to work with 2-10. I have asked 2-10 again for assistance and they stated that they would look for an out of network provider. They waited a couple of days and sent another email stating that I need to find a service provider on my own. It's been going on two weeks, give or take a few days, and again my kids are suffering, because the heating unit is supposed to be heating their rooms. I'm at a loss as to what to do. I am truly beyond disappointed. I absolutely refuse to believe that 2-10 cannot find a heating and air service provider. If that is true, my next question is why? This experience so far has been a nightmare. I thought a home warranty was supposed to give you peace of mind, not unnecessary stress.
When you read the warranty that I purchased, it sounded like I had great coverage. My heat pump went out and it would cost $3300 to repair, but they only pay for $1400.00. That is definitely not what I was lead to believe. If you think you are fully covered, trust me, you are not. I would never buy coverage from them.
I have had 2-10 Warranty for 18 yrs. Always have had good service through the yrs. But recently have been disgusted and frustrating over my last claim. After Thanksgiving started having trouble to figure out the problem. Said motor was out, they wanted a 2nd opinion. Came out and could not find the serial #. They didn't do anything. Then they wanted us to get another person that we had to pay for. They said they couldn't find another contractor. This is ridiculous! We have been without a washer over 2 months now. I have talked to numerous reps and they only give me the runaround. Even talked to a supervisor. 2-10 replaced the current washer in 2008. No one will admit that the washer needs replaced. I live in a big city and tell me no contractor can be found. We are disgusted and very frustrated over the whole matter. WE NEED A NEW WASHING MACHINE! They told me to call the purchasing dept tomorrow morning. Praying for good news!!
The reviews rave excellency in service. Well that is not the case for my experience. It has been one of the worst nightmare trying to get someone to my house. It's incredible the amount of money I spent for what I'm currently experiencing. I have spoken to at least 6 individuals regarding my plumbing and it has been nothing but "he said, she said, they said " and still more than a week ago waiting to use my kitchen and restrooms. I spoke to a "supervisor" that there is no such thing as formal complaints in their company and she would "forward" the information of my case. Yes, but she say there was no department so I'm not sure where that went. They cancelled orders when I SPECIFICALLY said not to for about 10 minutes. The company is really PICKY with the verbiage you use because while talking to them because if they catch "KEY" words, you might get stuck with the whole bill with them just keeping your money and not really keeping their "warranty" word in place. Please please save yourself the trouble, since I am still living a nightmare with them. Their customer services will refuse to answer you any questions if it's not beneficial for them, I was wondering who called the shots for buying my new ill looking toilet and NO one could answer that.
We bought a decently expensive house in April in Pittsburg and 2-10 Home Buyers Warranty was included in the real estate package. I have a high-end kitchen with high-end appliances. If something breaks on them, I don’t want to go out and buy new ones because it will cost me $5,000, $10,000. I've had two claims which I did online and the process was not overly difficult.The first claim was for the refrigerator and the contractor took forever to come out. He was a nice guy but it took him four weeks to look at it. Part of that was because I work 9:00 to 5:00 which wasn’t very accommodating for people that work full-time. He got here, diagnosed the problem with the refrigerator and I never heard back from him. I finally got a hold of him and he was scheduled to come out 45 days after that. You would think that they would follow back up with you whenever they said they were going to.Then, right before he came out, the control panel inside our dishwasher started smoking. I got a hold of 2-10 and they said they were going to send somebody out. They were good about making the fact that it was an emergency to get out here. They made sure the power was disconnected and it wasn’t going to catch my house on fire. They sent the same guy out who looked at the refrigerator. He came and told me the dishwasher was seven years old. It burned up and the part was not worth replacing. I have two sons, the youngest is 18, and we’re expecting our third on the way. The last thing I want to worry about wherever I am is my house burning down because of a dishwasher.He told me he was going to tell 2-10 that the dishwasher was totaled and 2-10 is going to replace it. A couple of days go by, I called 2-10 and they said they didn't have the paperwork back from the contractor. I was pretty aggravated and my wife was frazzled. So they finally got a hold of the contractor and they said they would be back in contact with me shortly. A day went by, they called me back and said they talked to the contractor and that they want to replace a part. I told them that we were not doing that and they were not going to try to take the cheap way out. There were still some underlying issues why it caught on fire. We were talking about something that’s $500 and I don’t think it was worth jeopardizing their reputation.We went back and forth about it. I was on the phone for three days trying to talk to management and they would not agree. They wanted me to go to a third party and pay somebody to verify that this was not something that should have been replaced. I was pissed off and they sent me $200. I took their money and I paid to replace it out of my own pocket. It cost me $800 for something that’s warrantied because somebody was trying to be cheap. Then to top it all up, the guy who looked at my refrigerator said that it is working okay. I didn’t even want to be bothered anymore. I wasn’t thoroughly thrilled and I’m very dissatisfied. The warranty lasts for a year and we will not renew.
Two days before New Years and right before a record winter cold front arrived, our furnace stopped producing heat. Luckily we have two furnaces in the house so we could get by on one initially. The first call to 2-10 resulted in a 45 minute wait to speak to a representative only for their phone system to hang up on me after getting my initial issue documented. No call back. Another 40 minutes later waiting for a representative and I reached a supervisor. She was initially very helpful and understanding. Unfortunately, the service provider had left by this time though. So she gave me a list of things she needed answered before she could determine what to approve. We were leaving town the next day so I scheduled a technician to come back the first day we were back in town (our remaining furnace was still working, so I thought it would be okay).The first thing the supervisor asked me to have the technician do was to examine the heat exchanger on both units. Upon doing so, the service provider found wear and tear resulting in condemning BOTH furnaces. Now no heat in the entire house. Not good and my anxiety level increased a little. I tried reaching the supervisor as she said she would handle the claim directly. No response to leaving a voice mail or email. So back to the 800 number.The technician provided all of the information that I was asked to get about the furnaces, including replacement costs. The 2-10 representative said the dollar amount was too high for her department to approve and it had to be sent to high dollar claims for evaluation. Unfortunately, there was no way to actually speak to someone there. I was informed that I would get a response within 24 business hours (that really means within two days since 2-10 operates on a 12 hour day). I was not happy about that as we had no heat and there were freezing temperatures. However, the representative informed me that the high dollar department had 4 hours to begin looking at the claim and that they usually provide a response fairly quickly. She said they should get back to me by end of business that day most likely (8 hours after my call).I asked if there was a way to escalate the decision given the circumstances as 2-10 had done that a couple years ago when we had a basement flooding issue. She said no because there was no indication that the current problem would cause property damage. I informed her that having no heat could lead to frozen pipes which would imply property damage. She responded that that would be consequential damage and not covered by 2-10 (i.e. not their fault).I asked to speak to a supervisor and also gave her the name and contact information for the supervisor that was supposed to be handling my case. She said she didn't know who that supervisor was. I persisted and asked again to speak to a supervisor. The representative put me on hold for a few minutes. When she returned she said she interrupted a meeting for supervisors and spoke to the person I mentioned. That person told her that there was nothing she could do and that the claim had to run its course through the high dollar department. Interesting that this representative didn't know the supervisor I named, but then was able to find her in a meeting so quickly. I question the truthfulness of the story. Anyway, I relented and hoped for a call that evening.Towards the end of the day, I had not heard anything yet, so I called the 800 number again (my wonderful supervisor had not yet responded to my two voicemails and two emails). This time I spoke to a representative that informed me the claim was still with the high dollar team and there was nothing she could do. She also informed me that it could take up to 72 business hours (i.e. 6 DAYS) until I could get a response. I explained that was not acceptable and asked for a supervisor. After asking for a supervisor two more times, the representative finally sought one out.This supervisor also had no idea who the person was that I had initially worked with. She also said that I should not have been told that I would receive a call back that day, nor that she could escalate this as an emergency because that is done on a case by case basis and this case did not qualify. I explained to her that we were without heat, I had a wife and two small children, and I was concerned about the pipes freezing. I asked if I could have a heating company replace the furnaces and get reimbursed for whatever amount 2-10 would approve from the high dollar claims department so that I could get heat in the house. She said if I had a technician perform the work before getting approval from 2-10, they would not reimburse me for anything. By the way, I'm using an out of network provider because the day I called to report the issue, there were no in network providers available (nice).This supervisor said that with all the cold weather, the high claims department is putting a priority on furnace issues, but that it could still take 2-6 days to get a response from them. I tried to explain that without heat, I can't wait that long. She informed me that we do not have to use 2-10, they are merely a service to help offset costs for homeowners. If I am too concerned about the situation, I can always just have the heating company replace the furnaces and not file a claim with 2-10. (Why even bother buying a home warranty then?) Obviously, I was not going to get anywhere with this person so that was the end of the conversation. Wait it out.My wife called the 800 number the next day and spoke with yet another representative. This person explained that it is possible the high dollar claim department will want to have an in network provider give another estimate, but they will discuss that with us when they call with their response. My wife asked if we could get a list of in network providers and just have one come out in the meantime while we're waiting so that there is no further delay with the claim. The representative said she was not allowed to provide an in network provider because this claim had been started as an out of network claim. How does that make sense? They won't even tell us who the in network provider is. Frustrated again, my wife also came to the conclusion that there was nothing that customer service could do to help at this point. Wait it out.Here's hoping that we get contacted by someone at 2-10 before the weekend when the temperatures are expected to drop again. We have filed a few claims with 2-10 over the last 4 years and it is never smooth, but this experience goes beyond anything I would expect from a company in the business of helping their customers.
We purchased an older home 3 months ago and the seller offered a one year warranty since many of the systems were older. The warranty we got at closing was with 2-10. Well, 2 months later when winter hits the heat stopped working. The outside condenser unit is not running. We called 2-10 to start a service order, our first one, and things seemed fine. A tech came out in two days, thought he fixed a faulty wire and left. Hours later the heat stopped working again, so we called 2-10 and the tech to re-open the ticket. The tech now says we need a new outside unit, and 2-10 called to tell me it would take 3-5 business days for it to be ordered, then I have to wait for it to be delivered to our tech, and then make an appointment for installation. I have been without heat for a full week now, and for 3 nights this past week it was down in the single digits. We had to leave our house because it was simply too cold to survive. They can't expedite my claim due to cold weather, they don't care that I have no heat for a week, the purchasing dept isn't open on the weekend - even in the winter with high demand - and now I'll be lucky to have it replaced by the end of this week. This is not acceptable service, and when I call they don't seem to care or have any answers other than to tell me I have to keep waiting. Poor service, poor communication, and very slow. I would not recommend this warranty to anyone.
After I submit my request for service (dishwasher repair), they sent to 2 contractors that did not service my area. The third contractor came and diagnose that it needed a "pump", this was 10 days ago. When I call they tell me that the pump was ordered, and when it gets here the contractor will call me!!! It has been 21 days since I submitted the repair order! Complete lack of respect with their customers!!
After countless hours of frustration and unimaginable disrespect, I am not any closer to a fair resolution. I am waiting for a call from the Site Director “Melissa” (would not give me last name or phone number). In a nutshell, the contractor is stating parts were installed (over a rusted out transmission) and that the control board was not needed. This is just not accurate and is reducing the buyout. 2-10 has the audacity to insinuate that I am not being truthful. I have tried to contact contractor.
Very long hold times on the phone. Waited almost 1 hour on hold altogether. Tried to enter service request online, but status of account was listed as pending (after payment was made). So I called and waited 30 minutes on hold. Was then transferred to accounting to update account status, then back on hold for 25 minutes for customer service to make service request. They gave me the name and number of the contractor that would be contacting me. I called them and they said they are no longer doing business with 2-10. Not in any mood to wait another 30 minutes for customer service to find out if they even have a contractor in the area to handle the service, but don't have any idea what will happen next.
We have contacted 2-10 Home Buyers Warranty about our Bosch dishwasher giving error message (E:25) around December 10, 2017. Contractor came and did the diagnosis (drain pump needs to change). 10 days later, they replaced the pump and still same error message; This time contractor ordered control board. A week later new control board installed, technician left without checking the dishwasher, after our first try same error message showing. They supposed to visit again and try to fix??? Long story we are out of dishwasher for a month. Frustrated service. We will not renew this insurance and find other ways to repair our appliances.
The claims reps were pretty decent and submitting claims to 2-10 Home Buyers Warranty was easy. I submitted two claims a month ago, but they dropped the ball. I put in two work orders on the same date and one of them was an AC or heater issue. That company came out and troubleshot, but I never heard back from them. Then the second company that came out for some electrical issues never called me to schedule. I called back yesterday and they're going to get somebody here next week. I’ve had one contractor so far, and he was helpful and friendly. The concept behind 2-10 Home Buyers Warranty is a good idea but I have yet to see if it's actually worth the hassle or the problem I have with the home. So, right now, I wouldn't recommend 2-10 Home Buyers Warranty's service to anybody because I haven't gotten anything resolved yet.
I called 2-10 Home Warranty two weeks ago because my wash machine went out. Thirty minutes after the tech supposedly fixed it I wash a load of clothes and of course has machine cut off. I called 2-10 back to have someone come back and a new ticket was issued and I was told since it’s a different company I had to pay the 75. When I asked to speak to a supervisor I was refused. So I feel like I’m being penalized for the incompetence of the first technician not doing his job.
On 1/22/18, I entered a service request for a plumber to fix my garbage disposal. 2-10 wanted to send out a plumber who has been to my home twice and my daughter's home twice. They lie and are messy. Once they have their check for the deductible, they don't care when they return to your home. I notified 2-10 that I didn't want that plumbing company to return to my home. 2-10 unfortunately isn't contracted with any other plumbers near my home -- not my problem -- so they tried to send out a heating and cooling company. Of course, they don't fix garbage disposals. So 2-10 attempted to send a garage door company to fix my garbage disposal. Duh, they called to say they don't fix garbage disposals. Because 2-10 only contracts with 1 plumber (which gives concern about 2-10), I agreed to allow the initial plumbing company to come to my home. Today, 3 days since starting this procedure (fiasco), I was told that plumbing company refuses to come to my home. I find that hard to believe considering one rep at 2-10 told me she couldn't put the request in for a company I didn't want at my home. However, 3 reps later, it's possible. I'm beginning to wonder if there are good contractors who just don't want to associate themselves with 2-10. I have used 2-10 for other appliance issues without incidence. Wish they could find a reputable plumber nearby.
Submitted a claim in December of 2017 and it’s now January 17, 2018. Yes, 2-10 was happy to send a contractor to my home and receive his $70.00 fee (per the warranty agreement). Although he previously confirmed he received our refrigerator replacement parts, he now refuses to contact us in order to complete the necessary repairs. 2-10 representatives claim we should wait for a call from either the contractor in question or a 2-10 representative. However, neither has called back. Why did we pay over $500.00 for a home warranty (plus $70.00 to scam artist they contracted)? No working refrigerator for since December 2017, and 2-10 doesn’t return our repeated calls. I guess the joke is on us!!!
If your air conditioner goes out in Phoenix in July, you can literally die.
If this happens to you and 2-10 is your warranty company, start writing your last will and testament immediately.
At the beginning 2004 the warranty was good, but over the years it has become terrible. They obviously are not consumer centered and have eliminated much of the coverage for profits I suspect. You can never get a representative as they are moving to an online communication only type of business. I formally requested cancellation a year ago and they still send me emails regarding my account and how I may get enrolled for next year. Highly dissatisfied with support and service.
I submitted a work order on 1/27/18 to have my furnace inspected due to it not running properly. The contractor showed the very next day and diagnosed it as needing replaced. Monday the 29th, 2-10 requested additional information from the contractor that he sent back right away. Then, it went another day. I called 2-10 and people kept telling me they were waiting on the contractor, but I talked to him and he said he had submitted everything accordingly. Wednesday 1/31/18 I talked with 2-10 and was told they finally ordered the wrong furnace but couldn't give me an ETA for delivery to my contractor. I contacted my contractor and he told me 2-10 ordered the WRONG furnace. Every single time I called 2-10 the customer service reps would just read some lame script, give a crappy apology, and NEVER have good information. Today I just called them and they finally ordered the right furnace which won't be delivered for another 2 days! So, the error of them ordering the wrong furnace cost me 2 days of having NO HEAT IN MY HOUSE when it's freezing cold outside. But 2-10 does not care and won't do anything about this. Absolutely horrible customer service and they DO NOT CARE about people!
I am writing to you in hopes that I can prevent anybody else from purchasing a warranty from the 2-10 Home Buyers Warranty company. I have had this company for a warranty on my home for the last three years. I have had nothing but problems with them from the beginning. Two instances I would like to bring up involve the lack of any professionalism from the vendors they choose to come to my home. On one instance the vendor showed up with no tools to evaluate the problem. I had to provide my own tools to this person. And for all intensive purposes it appeared as though he lived out of his truck. I then requested that 2-10 not allow him to come back to my home. Filed what I thought was a complaint with them and they applied and sent out a new vendor. That vendor did replace my stove. As he was not able to fix the problem.On a second instance I had a vendor come to my home to evaluate my refrigerator. He looked in the refrigerator asked what else could be possibly wrong with it. The only thing really wrong with my refrigerator was the mullen on the back of the left side door on my side by side refrigerator will not retract anymore. He asked if you could add anything else to the warranty claim. He had added door seal and ice bucket to my claim and then when the claim was filed by his company, he stated that it appeared as the door had been abused and that the reason the closure was not working was beyond a manufactures defect. I tried over and over again to communicate with 2-10 in their claims department and customer service department but was met with nothing but resistance and their line that they stand by the claim description from the vendor. After further research I was able to determine that the vendor they sent out had numerous claims of lack of customer service, follow through, and what sounded like fraud. It appears as though these vendors take the 75 or hundred dollar payment. Have no problem having the claim disqualified. So they do not have to go back or place claims with the warranty company. All I tried to do with their service department and claims department was get another vendor to come out and get my $75 back. But they claimed I had to pay again $75. Do you have another vendor come out and evaluate the problem if I was dissatisfied. Even after telling them The results of my research into the vendor that came to my home. After complete frustration over my dealings with 2-10 and their lack of service department. I did some research with the Better Business Bureau and found pages and pages and pages of dissatisfied customers and problems with 2-10 Home Warranty. I put one more call In an effort to bring this to their attention in hopes I would find a customer service agent who understood my concern and my problem and would be realistic with my expectations. I found a nice young man by the name of the Dakoda in the service department. Who understood my concern and offered to have a vendor come to my home at no charge, but after speaking again with the claims department they told me that he had no business making that offer. They denied my claim to have another vendor come out and look at my problem. I continue to believe that this situation is fraud not only on the part of the vendor but on 2-10 Home Warranty. After my frustration of not being able to get anything done I did more research into the problem with my refrigerator only to find that it is a common problem with Samsung refrigerators and that this part regularly breaks and is a default from the manufacture. The videos online show a simple solution and fix, At a fraction of the cost of my deductible. I would not have had to go ahead and place this concern if I did not feel I have exhausted all attempts to get any service out of 2-10 Home Warranty and could not reach anybody in the end who had any ability to deliver customer service and or concern about the quality of the vendors they continue to hire. I would hope anybody reading this would do their own research into any vendor that their home warranty company sends out before they agreed to it. And certainly do your research into 2-10 Home Warranty. This is not a company to do any business with and does not deserve to be in business. They give you the runaround, will not return calls to you as stated, and will not let you speak with any member of management or an executive who actually cares about their company and their customers. I will be canceling the service requesting a refund from the date of this last policy started. In purchasing a new home warranty. This company is nothing but frustration and ridiculous in the way that they do business. It seems that they picked vendors by luck of the draw, do no research on them, And put the customer at risk. Again read the pages and pages of comments on situations similar to this from other customers on the Better Business Bureau website. Save your money and frustration and get another home warranty.
I was fortunate enough to buy my first home in April. I didn’t use the oven much but when I did on Thanksgiving, the racks slid down and ruined the turkey. It seems as though the inner walls are expanded, I contacted the manufacturer prior to calling 2-10. There is no recall on my oven. I went ahead and bought new racks, still didn’t work. Finally I called 2-10, they sent a service contractor out. He came for less than ten minute, said there was no fix. 2-10 reached out to me today and said there is nothing they can do, that I have to call the manufacturer. I explained I have and there is no recall. So now I have to spend more money having another certified person come out to look at it that is affiliated with the manufacturer. I am very frustrated. I don’t make a ton of money as a teacher in Arizona and 2-10 is creating a hardship for me by having another contractor come out on my own dime. I will also have to take off work for when they come. I understand there is regulations, but my premium coverage covers all appliances. There is no point in having this service if they refuse to help and ask the customer to solve the problem. I plan to continue to peruse this further until the problem is solved, oven is fixed, or I have a replacement.
My Builder bought us the first year of the service, did not have any issues with our new build, but we decided to keep the warranty as a 'just in case'. I am on my third attempt at getting an electrical issue resolved. My first service request failed to dispatch to any contractors and I was left trying to find someone who would do the repairs under 2-10's terms and conditions. I could not find anyone who wanted to deal with that hassle.After a couple months, I cancelled the request, hoping my next attempt would be successfully dispatched. To my initial pleasure, my second attempt was dispatched! However this time, I went several days without being contacted by anyone. When I finally reached out to the contractor, they informed me that they had stopped working with 2-10 because the two parties failed to come together on the same terms for how jobs would be handled. I let the contractor know that they were automatically selected for my claim and that they should contact 2-10 to be removed as a vendor.I cancelled the second service request in hopes that my third attempt would be dispatched to a new contractor. Unfortunately, it was the same contractor as the second request. If there is no one in your network that can come out in fix my electrical issue, what service are you providing? I would be more than happy to write a new review once my experience exceeds the 1-star rating that I am currently dealing with.
We had a main line drain clog in our home the Tuesday before New Year's. Called 2-10 and the earliest they could get anyone out would be Thursday. That's understandable. We're reasonable people. The first guy came out and wouldn't attempt to snake the drain until the septic tank was located. Friday, we have the septic tank located and emptied (just in case), on our dime of course. Called 2-10 again to reschedule the plumber to come snake the drain and talked to a lady about making the work order "priority" so the plumbing company would be out that day. 2-10 never made the necessary change and plumbing company "couldn't fit us in" until the following TUESDAY! This is day 4 without being able to use any water (cooking, cleaning, flushing) in the house. I should also mention that there was backed up, raw sewage in the lowest level shower from the clog. It was unsanitary and really unsafe. Called 2-10 again at 4:30pm to demand the change in priority, was on hold for 37 minutes before anyone picked up. The guy was understanding and made the correction immediately. The problem then, was that it was after 5pm and the plumbing company they used was closed and wouldn't be out until the next day. Called 2-10 AGAIN to get a 24 hour company to unclog the main drain. They gave us the number to their 24 hour service guy, which of course, didn't answer the phone so we left an urgent message. Saturday (DAY 5 WITHOUT WATER), the original plumbing company came out and could only attempt to snake the drain from the roof vent. Guess who wouldn't cover that? Good old reliable 2-10. They sent 3 plumbers and every single one of them just shrugged their shoulders and said there was nothing they could do...and charged us the service fee of course. By the way, the 24 hour emergency company called us back 3 FULL DAYS after we left the message. Garbage! Complete garbage! We ended up having to call another plumbing company on a weekend before a major holiday to come clear the drain. That company showed up promptly, cleared the drain, and didn't make lame excuses for why they couldn't do the job. To come out on an emergency call, the weekend before the holiday cost us a cool $545 out of pocket. The septic tank issue, that their company insisted on, cost us another $280. That's a nice $825 (more than we spent on the useless warranty) right after Christmas just to be able to take a shower! Oh, let's not forget that 2-10 still charged us $75 for the service fee, for which NO SERVICE was performed. They completely crapped the bed on this. This isn't the first time they've shrug off fixing a problem, but it is definitely the worst. 2-10 should change their slogan to "We Don't Cover That And We Don't Care."
I have had a home warranty with 2-10 since I purchased my home in 2010. We have had maybe 3-4 minor claims over the past 7-8 years and most were resolved "relatively" painlessly, but this latest one is by far the worst service I have ever received from any company or store that I have dealt with... This is a significant statement when you consider that I have over 24 years of military service, served in many states and countries, and been associated with hundreds of companies & stores. My three year-old refrigerator went out in early January and I contacted 2-10 immediately. They told me the company that was dispatched would contact me within 48 hours... That did not happen, so I contacted the company. Paid my $75 and the tech diagnosed the issue and said he would contact me the next day. Well he didn't, so I began calling him. At least twice they said they would call me back and they did not. Called 2-10, but was told to contact the company doing the work. I explained that I did, but I was getting nowhere, until I threatened to pay them a personal visit rather than wait for them to call back. The tech finally said he thought the repair was too much for him and he would recommend that 2-10 go through the manufacturer since the parts were still covered under warranty... Been without my fridge for about a week at this point. I contact 2-10 and they say they did get the diagnosis from the tech and they were assigning it to someone else. Waiting two days before I logged in to 2-10 to get the info for the company that was dispatched. Attempted to contact the new company. Got a sick feeling when I could not even find the company via Google. When I called it appeared to be someone's home voicemail...did not mention a company name on the recording. Only said "leave a message." Contacted 2-10 and the rep said "your claim is currently under review." I ask him what does that mean and he said, "It means your claim is under review." We are at about day 10 or so with no fridge. I ask to speak to a supervisor or manager and he said he had the authority of a supervisor or manager. I ask him what does that mean and he repeated it. I told him that almost like saying a mall cop has the authority of a sheriff. I wasn't getting anywhere with this rocket scientist, so I hung up and called back. This time the rep was a little more helpful and she actually tried calling the dispatched company and she got the same results. She said she would reassign and that I needed to wait 48 hours. After 48 hours nothing, so I logged in and saw that the dispatched has been declined by the company. I assumed this meant the company it was assigned to did not take the job. So I called and it was dispatched to another company and to wait 48 hours. 48 hours later, after no called, I called the company, the tech asked me to text him my address and he would be out the next day (Friday) to take a look at it. Well Friday comes and goes, no visit. I am probably as mad as I have ever been. Called 2-10 again and was told the only things that I can do are either call the company or they can reassign it AGAIN! However, if they reassign it I will have to wait another 48 hours before I can contact the company or wait for them to contact me.I ask for a supervisor or manager. The rep says ok, but comes back to tell me the supervisor is on another line, but she was told I could also call my own repairman and be reimbursed up to maximum amount 2-10 allows for the repair. I think that is about $250... For a refrigerator that cost over $2000 and is only 3 years old I call BS! I the rep that was unsatisfactory and to just have the supervisor call me back. She told me the supervisor would not call me back, so I told her I would hold!Finally the supervisor gets on the phone and essentially began repeating the same BS the rep did. I cut her off and told her this was unacceptable and she obviously was not the person to assist me. She then put me on hold and called the company dispatched to fix the fridge. She comes back online and tells me the tech will be there on Tuesday. She then had the nerve to ask me if that was alright! I told her no, but I obviously have no other option. I also told her the next time she asked me if I did not mind holding she needed to await my reply rather than just putting me on hold. Tech shows up Tuesday (30 January) and provides the exact same diagnosis as the first repairman and recommends they go through the manufacturer for the repairs... Parts would be free since covered by warranty and 2-10 would only have to pay for the labor. Today is Saturday (3 February) and I am no closer to getting my fridge fixed than I was on 11 January! Luckily the organization I work for has people on staff that can advise me of what I need to do in order to address this issue in a official manner at this point. Almost a month no fridge, 4-5 companies dispatched and nothing fixed, and I have gotten two surveys from 2-10 asking me how they are doing with my service request.First survey I indicated I needed help from 2-10... No email or phone call from them. I guess I have should have expected that based on this experience this far. I did not even reply to the second survey. I will update next week after having the discussion at my organization on what I should do now. FYI 2-10 status today is that it has been dispatched to yet another company, parts orders, but anticipate receipt time is TBD! Really!!! I would give negative something, not worthy of a star, if that rating was available.
Terrible experience! Had 2 issues needing a plumber. The service was arranged by 2/10 and handled by B's Plumbing. First issue was a leak under the sink. The plumber took a look at it and said detached and reattached the water line to the refrigerator ice maker and said "this water line is too short, but it's not leaking now." Did not offer to extend or replace line.
Second issue was with the Water Conditioning system. Plumber tapped with a wrench, scratched his head and told us to look up the owner's manual for the system online. Charged us 2 deductibles. Frustrating!
So I complained to 2-10. Then proceeded to fix the under sink line myself (should have in the first place) and had Culligan come out and properly repair my Water conditioner. 2-10 customer service refused to reimburse me the 2 deductibles, so I asked to speak to talk to a supervisor. Got put on hold (again) and then disconnected. Called back and I've been on hold now for 20 minutes.
I'd only use this company if it was offered by the seller in a home purchase. Just be prepared for mediocrity.
Unfortunately, I can not recommend this company. We have been without heat since Tuesday - approximately 48 hours now - in single digit and subzero degree temperatures. Despite our work order being classified as an "emergency" (on Tuesday around 1100 CST), 2-10 has failed to find a local 'in-network' contractor. Supposedly, after 24 hours they were to try and locate an 'out of network' contractor; 47 hours into this, I have yet to receive a phone call.
To further complicate the issue, upon being told that I could hire my own contractor and submit a reimbursement request, I had two contractors turn me down due to 2-10's lengthy authorization process. Mind you, I would be responsible for paying the repairman upfront (only after they have diagnosed and then received approval to make the repairs), only to be reimbursed up to 2-10's pre-established contracted rates 7 to 10 business days later. While I am fortunate enough to afford the repairs on my own, there are plenty of families that are not and need to be aware of my situation prior to doing business with this company. This has been an EXTREMELY poor customer experience and 2-10 appears less than motivated to find a resolution.
If I could give you zero, I would. Sat on the phone for nearly 40 minutes, spoke to a service rep for all of 3 minutes before they dropped my call. Though they spent 1.5 of those 3 minutes confirming my contact information, they didn't bother calling me back.
Last service request we submitted was for a microwave. Service guy said he had to order a part and would contact us when it came in. It has been at least a month and they never contacted us, but we were able to reach out to them and find out they have had the part for some time.
You're the worst. I feel like sending you a glitter bomb Christmas card.
2-10 HBW does not protect its customers. They assigned a horrible company to fix my heater. They dont have any preferred professional vendors. The company rescheduled with me 3 times in 3 weeks. My heater could have blown up by this time or leaked. 2-10 did not care to help. They said if i cancelled i would have to pay another deductible and restocking fees. I hate companies that dont offer any help and this is one of them. No solution except for recommending i keep trying with them so i am not charged more money. I will cancel my contract with them 100%.
After several months of working in Normal Heat mode last fall & winter, my HVAC unit suddenly started misbehaving and went to Em (emergency) or Aux (auxiliary) mode. The heating system had been working from when it first got cold in October of 2016 until December in Normal mode. Then all of a sudden, I noticed a change. The compressor fan stopped moving, and the HVAC changed modes. I called 2-10 with a claim.
The HVAC company that 2-10 sent reported that everything was normal--the unit was running on "strips" because it was cold outside. I explained that it had never gone into Aux or Em mode before, but they said that was normal. (They said it hadn't been functioning normally when it WASN'T going into Aux or Em mode! Seriously? Then why did it take 5 times longer to heat up the house than it had when it had been functioning in normal Heat mode?)
By the time I decided to revisit the issue, the weather had warmed up in the mornings, and I didn't need to "take the morning chill off". Therefore, I couldn't reproduce the issue until now, October 2017.
I contacted 2-10 by fax and snail mail-- addressed to the CEO. Jennifer from the corporate office called me the next morning. I told her I either wanted a refund of the $75 copay or a service call. She refused to help me. This was a carryover of the original issue, though it could not be addressed until the weather cooled down. I guess she didn't understand the concept.
So, I do not recommend this company because if they don't fix your issue the first time, and you wait too long, you are out of luck. Also, 2-10 may send a sub-par company that is unable to fix your issue the first time-- and tell you that your issue is "normal. To me, that is an indication that the vendor is working for the insurance company and not the consumer. Pretty standard for home warranty vendors.
Been waiting for heater to be fixed for 2 weeks. 2 -10 has not called us to give any updates, we have to call them and the answer from them is blaming contractor but they hire the contractors. Same thing happened with hot water heater. The only positive is that we live in Arizona. Still waiting
1/25/2018 UPDATE: 2-10HBW has done nothing to take care of us. I have vague voicemails from somewhere inside the company to "talk to us" about this. There are only two acceptable responses:  Label this repair "eligible" in writing and send a technician to make the needed repair or replacement.  Tell us in writing why 2-10HBW thinks it can simply fail to perform against the written contract--the only contract it has ever presented to us. 2-10HBW knows where to reach us. We eagerly await its written response.
I don't see the point to buy home warranty at all. Considering the chance of braking covered items is low, so you are overpaying anyways. Just put 60-70 every month on your saving account for your peace of mind instead of paying them. When you decide to request a service, don't expect to track your case. They don't care if a contractor calls you back or not. They ask to call a contractor after 48h if nobody called you. WTF? Secondary, you always pay $100 service fee on any repair. So count this expense to your monthly payments. And finally, they charge for nothing too. My example: a furnace pre-season service is $140 ($100 service fee + $40 the cost). When I called directly to a contractor, they charge only $99 (an it's not a discount price). Stay away from them. It's waste of money and time.
I had to wait 5 days in 100+ weather for an appointment to have my non-working air conditioner repaired.
The AC company sent a technician out who was not prepared to fix the problem. The AC company sent out a different technician the next morning and it was finally fixed.
My issue is that 2-10 Home Buyers Warranty has no service standards for appointment availability or work completion.
I made calls to try for a AC company who could be out sooner than 5 days but was told by 2-10 they don't have control over appointment availability. My real estate agent called on my behalf and got the same answer.
It was only after an Elite Yelper posted a review on the experience that anyone took the issue seriously.
Why do I have to follow 2-10's rules to get service, but they have none they have to abide by?
My advice to homeowners who need repairs is to search Yelp for reputable companies in your area and work directly with the company. Forget home warranty programs. They aren't worth the paper they're printed on.
They cover nothing. Sewage pump -not covered. Roof leak-not covered.
They sure tried hard to renew the thing after 12 months though.
Is anyone stupid enough to renew?
Printer cartridge manufacturers, IRS agents, TSA agents...I hold them all higher on the scale of dirtbags. How the employees of these outfits sleep at night is beyond me.
I knew home warranties were worthless long ago but you know...it comes with the sale of the house. Should have just gave $500 to the local Crack addict...I would have felt better about pissing money away.
When the plumbing in the main bathroom sprang a major leak, I called 2-10 Home Buyer's Warranty and was told that, due to the urgency, their plumber would call me within 30 minutes. The hours passed, and no calls came. Finally, I called him that afternoon and the next morning.
The plumber they enlisted never called me back and didn't return my calls. When I spent another 15 minutes navigating the horrible Home Warranty 2-10 phone system, I was told that plumbers have 24 hours to return a phone call, even when it's emergent.
After some time, I had a customer service rep tell me that the plumber couldn't come to my house for six days. Yup. Water dripping all over and they need six days?
The CSR then called another plumber who said he couldn't come out until Monday. And then a third plumber said the same thing.
The short version is, these tradespeople apparently move warranty claims to the very bottom of their priority pile. That, and 2-10 Home Warranty makes this difficult enough and time-consuming enough that you'll spend a few hundred bucks before relying on them for anything.
I wish I could find the name of the CEO. This is something close to the worst service I've ever experienced.
If I could rate 2-10 as a zero stars, I would. Paid for septic service. No one available in their network. Getting through for approval code by contractor impossible process. I have not been successful yet. I was told that I would have to pay for this repair, as they can't locate someone to do the work. I very seriously doubt they will make good on standing behind their warranty. Run away from these clowns. Waste of my money.
The amount of man hours I put in dealing with this piece of crap called a company, I might as of well just purchased a new fridge. They pick the worst contractors to fix appliances. It is as if they kick the barrel over and start digging to find some low level contractors to make you angry.
My fridge claim has been going on for roughly 3 -4 months now and no end in site.
They actually might be the most profitable company out there just because they make you so angry you don't want to deal with them no more.
Got this warranty when I purchased a house in June 2017. Called in a warranty issue with my A/C in August. Had to call 3 times in 2 weeks to get someone to come to the house to even diagnosis the issue. They claimed that their contracted service providers either turned down the job or didn't respond. But I should call back every day until someone accepts the call.
2 weeks I call a previous company that had serviced the unit before and they diagnosed the problem, but I decided it was better to use the warranty. So 2 weeks later someone finally shows up from 2-10.....does nothing to my unit, and for some reason it works.....but charges me $100 dollars.
A month later, my unit stops working again. I call 2-10 and they tell me.....the technician that came out in August has not contacted them to update them on what he did, so they can not help me until he does?????? So I should call back daily to see if that technician has called or updated the system and it could take weeks.
I finally couldn't take it any more (Summer Heat in NC), so I called the previous company that diagnosed the problem back in August and they fixed it within 24 hours.
I then call 2-10 with the invoice (KNOWING VERY WELL THAT THEY WOULD TRY TO NOT PAY A DIME!)....but I figured it was worth a shot. They told me to have the company that did the work call 1-866-231-0219 to give them the invoice. Wellllllll......guess what happened. The company called that number and was transffered 3 times and on hold for over an hour.
Worst COMPANY I have EVER dealt WITH! - It is one thing if I am dealing with what is covered and not covered or the fine print. But it is another thing all together if I can't even get service or someone to come out.
Wish I could give a negative rating! Not going to give a detailed review because I refuse to waste any additional time than this company has forced me to.
Proceed at your own risk, but if you want my advice, do NOT proceed at all with this organization.
Like many reviewers have said, I wish I could give ZERO stars. I am a Realtor and for 7 years, I've been buying home warranties for my buyers with each home purchase. So, I thought I would try one for my house - bad idea to try 2-10. I will never recommend this company and I will be sure my colleagues don't use them either. And to top it off, their sales representative who is supposed to support Realtors, NEVER returned my call - like ever - over an entire year. I could go on and on about how bad the service is, how misinformed the customer service reps are, how bad the contractors who they partner with are and how completely dissatisfied that I am. I originally submitted a claim for my refrigerator in September and after 5 visits from 2 different contractors and 5 months later, they said they can't do anything else to figure out why food is freezing in my refrigerator. What? To add insult to injury, the second contractor increased the temperature in my refrigerator to "test it" but FORGOT to turn the temp back down to safe levels and so it wasn't until the next day that I realized it was warm in my refrigerator and I needed to throw out the milk/meat....nice.
Just reading the reviews since August only solidify my feelings about this company. Unlike Brian E, I don't have access to the regional VP, just as I still don't have access to hot water. I very plainly stated on Thursday and again on Saturday and again on Monday, what the problem was and what it was not (as in it's the gas WATER heater NOT the gas heater). Monday night, they send me an AIR CONDITIONER SPECIALIST. Yep an A/C specialist to do the work of a plumber! Each time I phoned (5 and counting), I'm told in a robotic voice "I understand what you're going through". Err no, what I'm going through is this damned call center to get some service on a contract that I pay upfront yearly. Because of extenuating circumstances, this past Saturday and again yesterday (Monday), that my request was flagged as an emergency and that someone would get back to me in 4-24 hours. Ummm how many contractors do you know that call folk at 11:24pm on a Monday night, saying they'll be right over? 14 hours later, I once again call 2-10 HOME BUYERS WARRANTY and golly gee, this person punches that same auto button that spills out that same line "I understand what you're going through". Well looky here, another understanding soul. My cup runneth over...with ice cold water! Supposedly my expedited emergency will have a plumber out to my place sometime tomorrow.
My realtor suggested this company when I purchased the house. I have asked him, his company and the home inspector to remove them from their list of recommendation. My realtor did so immediately. For those of you who have had great experiences, please tell us how you did it, did you need to have the name of the regional VP like Brian E of Glendale AZ?
I would have just let this go, but then they had to respond like its all some big misunderstanding. LOL! To address their supposed "resolution"...
I simply called asking a question. If they would actually listen to the tape of the call they would see how their representative behaved and why I am upset. It's not about squeaky floors. It's about decent customer service and letting a customer speak to a supervisor if asked and not ran around in the way I was by some ridiculously inept employee. It's about not being told I cannot speak to any one else and then finally told that if I wanted to speak to a supervisor the operator would have to "file something" and maybe someone would get back to me in a couple of weeks. I have no doubt the only reason I am getting any sort of response now is due to the public forum.
If the service is that terrible when asking a question about coverage... imagine when you actually have to file a claim... or worse, have a problem with that claim! If you read their dismal BBB reviews you will see what a nightmare that exact thing appears to be for people the vast majority of people who reviewed them as well.
My review stands even more sound after reading this response. Want to "resolve" it? Teach your call center staff how to be the exact opposite of the guy I spoke with. Have an escalation plan in place. Don't leave your customers hanging out to dry and treat them like you "already have their money so no further customer service needed".
I ripped up your renewal notice, not at all because you "don't cover floors" (FYI I also had a question about electrical but wasn't able to address that with anyone and now would rather just pay a company than ever deal with your nonsense again)... I ripped it up because of your dismal customer service representative and your apparent agreement with their handling of the matter. I wish had a tape of it. It's mind boggling.
We have used this warranty twice, both times a disaster! WE are cancelling our plan. Currently our furnace (25 years old) died, needs to be replaced. We had someone look at it and give us estimates to replace. Called 2-10 to see if our preferred contractor is on the list they use but they are not. We are told someone will contact us following day from a different company to evaluate "if" we need furnace replaced. The company who they were going to have us use has TERRIBLE reviews online and no one called us. My husband and I both call 2-10, every time a different person with a different answer. Finally one person says we can use our preferred contractor if they provide them certain info, we try but the next person we speak with the following day gives us different story and wants to send someone else out. They won't give us a list of contractors to choose from or any other info. Meanwhile, we have no heat and no one has come to our house except the one who we called ourselves who said they could have our furnace replaced by the end of the week (if we pay for it out of pocket). Needless to say, that is what we are doing because. We cannot sit here with no heat while 2-10 pretends to do something. Similar experience when we used 2-10 for our refrigerator that died. Took several months to be replaced after sending various contractors to evaluate and we STILL have issues with the new fridge because it wasn't installed properly. It's under manufacturer's warranty and we've had to have work done on it twice, most recently this week, and we've only owned the fridge 6 months. Do NOT buy a warranty with 2-10, it is not worth the money.