2-10 Home Buyers Warranty [HBW]
Reviews and Complaints

during May I requested a plumber for a possible bathroom leak. A plumber was dispatched in a reasonable time BUT, upon arrival went to the bathroom, viewed our bubbled up flooring and said, it looked like the shower stall pan might be leaking. He then went to his vehicle, made a call, and returned telling me that "shower pans are not covered." I asked about my damaged subflooring, and he went back to his vehicle, returning, and said "Sunflooring damages are not covered either under the warranty."

The plumber NEVER looked anywhere, NEVER went under my home, NEVER checked and of my plumbing access panels.

2-10 Called me and said that since my request for service was denied, that I would be refunded the $89.00 service fee. I still have not received a refund..

My routine termite inspection found that there was a "small lake" under my home in the area of the bathroom. Pictures showed a leaking pipe.

It was necessary to call a REAL PLUMBLING company and have repairs made to stop the flow of water, and I've had to pay this out of pocket. I feel that my plumbing repairs should be paid by 2-10 IMMEDIATELY!

It's terrible that another inspector had to find something as easy as pipes leaking, and 2-10 did'nt even look.

In August of 2022 my dishwasher broke. Service person came out and stated that I needed a new part. It apparently took 2-10 until Oct to find the part. Serviceman came out again and replaced the part. My dishwasher worked ONE day after the part was replaced. I reported this and was given a buy offer after a company review. That took until the middle of November. I was informed it might take 45 to 60 days for the buy out. When I called in February I was told a check had been mailed Jan 5. Never received this check. First week in March I call again and I'm told a new check would be sent out. End of March and I still have not received a check. When I called to check on it March 23 I was told I would have to wait until March 29 before anything could be done about the missing check. I was also informed a check could not be mailed out overnight without the consent of the main office. I am beginning to wonder if these checks ever left whatever office they are supposed to be coming from. Very frustrating and very poor customer service.

On December 2022 I emailed '2-10 HO Buyers Warranty' requesting cancellation of my 2-10 Warranty service and asked for confirmation of same and discontinuance of monthly charge. To date, 1/9/23, I have not heard from

2-10 or received a reply.

Please advise.

Iris B. Manderfield

Cobblestone Park

316 Fishpond Rd

Blythewood, SC 29016

Ph: [protected]

Em: [protected]@gmail.com

I renewed my 2-10 home warranty protection in Oct. 2022. I had never had a claim previously, so I didnt know the issues I would have.

I called in Oct. after purchasing my new home warranty because the water and ice dispenser stopped working, a man came out and looked at the fridge and said it needs a part, anew person came out and fixed the water and ice dispenser. about 2 weeks later the water stopped working again, I spoke to their office and was told it will be after Thanksgiving because they needed a part. I waited and the man came out and told me I need a new filter, I bought that and it still didnt work after I installed it. The office of DLS the repair company told me they are responsilbe for replacing the filter and thier man would bring it with them, the day they came out with the new filter, I found that the filter I put in starting working, when DLS came out I tiold thewm the water just started working and no need for thyem to come in the house. I did take the new filter. Now it stopped working again about 2 weeks ago. I filed another claim and not heard from Dls. I realize it is the holidays but they could have called to tell me they cant come out

I will be starting another formal complaint since the communication with you is not acceptable. It appears I'm constantly reaching out. My 1st complaint will start headquarters, BBB, FCC. This has been dragging to long. I've been patient and again I feel as though I'm not receiving the proper customer service. My hood was working with loud noises and clicking until your contractors kept taking it apart. Now I'm cooking without an exhaust fan. My knows are still melting down I don't know what to do. You guys promised to replace these items. Yes I received the hood in a timely manner, however Lowes refused to install it claiming they weren't paid enough. I've reached out twice and you still haven't responded. I never received any confirmation in writing about the ordered cooktop either. I am disappointed with this level of service. It won't be tolerated any longer. I've dealt with 2 supervisors, James Johnson and Gabrielle Crews and both are not favorable. I will also be posting a review.

Respectfully,

Sharonda Ellerby

One 8/31/22 I noticed that my A/C wasn't working as well as the previous summer. I purchased the 2-10 Home Home Buyers Warranty when I purchased the home in July 2020. I filed a service request on their portal and they sent out a provider to diagnose the problem. My home is old and both units are very old as well. The contractor stated that both units need to be replaced. Called and waited for two and a half hours to speak with a customer service rep who stated they had not received the report from the contractor. Contacted the contractor and they and submitted the report twice since it is now considered two separate claims. 2-10 then says they need more info. Contractor has given them all information. I'm supposed to hear from them between 1-3 days on what they decide but it is now 9/22/22 and I have no A/C and my furnace is considered a safety hazard and should not be used. It's been 1-3 days for the past two weeks and no call from 2-10 on how they are going to fix this. I have the Supreme Coverage with covers everything in the home. This company is a scam.

Since purchasing my 4yr old home in December 2021, I have noticed what started as one creaky floor to be nearly every floor in my home that creaks; some as loud as a 100 year old home. I’ve got cracks in walls and ceiling, wallpaper coming off walls, carpet that is no longer stretched and feels like a board is pressing through, a buckled piece of exterior siding, dips & hills in hardwood flooring, never ending sheet rock dust in corners, wood shavings on the exterior transom at the front door, deck with uneven deck boards, a window that is difficult to shut, and the front door is difficult to open and close. When I spoke to the customer service rep she said “let me get you over to accounting to collect your $250, then your paperwork will be sent to the claims department and an adjuster will determine if it is a structural claim and warrants sending someone out or not”. I told her this cannot be determined by a phone call, a foundation specialist or structural engineer needs to make a visit, as I believe a ton of fill dirt was used & likely not compacted enough & now my home is sinking (I’m in the real estate/building industry) and she said “there would be no guarantee of that, it’s up to the adjuster to decide if it’s a structural issue or not”. It is without a doubt, impossible to determine what’s going on without visually inspecting. I have no problem paying the $250 “deductible” if there is indeed a paid out claim, same as any other insurance/warranty claim; but to pay $250 for an adjuster to determine from his/her desk if my claim is valid, is complete lunacy & it seems the company just bilks consumers for a lot of money for zero service. This wensite alone, has 49 unresolved claims. Smells like a class action lawsuit to me….hmmm.

210 homebuyers warranty sent an appliance repair contractor to my home that damaged my dishwasher beyond repair and broke my countertop. The contractor did not have insurance to cover those kinds of damages. The contractor they sent. They are only offering me a portion of the cost of replacement for the dishwasher which is only 2 yrs old.

Dishwasher destroyed and countertop broken 6/7/22

I put in a request for service on my oven 20 Aug 2021. A contractor came out and said I needed to order a part. 2-10 ordered the part. the part would take a couple months. We received notice of backorder needing to be pushed back. We were assigned someone from escalations to be with us through the process. We contacted that person and was told the backorder is now at the end of July 2022. I emailed the escalation person and was told backorder is until July. July is over and can't contact escalation person, never responds to phone and email. We called 2-10 and was told svc request is cancelled and would have to request another svc. We already paid the initial svc request to identify the problem. 2-10 had the parts on order. We never get notification on updates to our svc request. All this time our oven still needs servicing. can't get claims on the phone, all you do is wait. some assistance would be greatly appreciated.

One month ago I put in a request for a broken refrigerator. Two weeks later someone came and said, I don’t recommend repairing a refrigerator this old but it’s up to 2-10. 2-10 said repair. Parts ordered. 10 days later person shows up to install parts, they were never order. 2-10 told me to contract company not them. Parts came in and installed yesterday. Refrigerator is still not working and ironically more parts were delivered today. 2-10 said they would put in a new request. 2-10 has not offered any apologies or compensation for this mess. My next step will be small claims court.

Been with them 20 years.

Have to wait over two hours to talk to a real person.

When you have two HVAC systems go out and your internal house temp is 90 degrees it is unexpectable to be told they can't repair it due to COVID and supply chain issues.

I had to buy a new system for the 2nd floor zone and it cost me 10.5k.

Safety first for my family over waiting for a service any longer.

Date W/O was submitted was 7 Jul 22.

One more issue, can't cancel open W.O. on my portal site.

I've just recently purchased a townhome and although I was able to register, I couldn't place any service request. I was on the phone for more than 2 hours after I was told that they needed to check with their sales team on why the account was on hold to no avail. I waited another 30 minutes before I hung up. This place does not have sufficient staff nor have any other way of getting a live service other than to wait more than an hour. There is no other way of getting in touch with someone. I would give this place a negative 5 star rating and if attempting to get a separate warranty, this is not a place that you want to end up with!

Service Agreement

210-VA-Holding

Service Agreement (Contract) Number

[protected]

Status

ACTIVE

Effective Date

7/1/2022

Expiration Date

7/1/2023

Purchased Optional Coverages

I currently live in Arizona with current temperatures above 105 degrees for the past 2 weeks. I filed a claim for a non-functioning air conditioner unit 0n 6/24/2022 with no resolution as of the current date(7/15/2022). I had been contacted by 2-10 by 7/2 or 7/3, stating that they had been notified by my contractor that replacement of the unit would be more advantageous than replacement of the compressor to the unit. Despite this conversation, I have been in contact with my contractor on multiple occasions, but they have been UNABLE to contact 2-10, despite provision of contact numbers--- necessitating being on hold for hours without a response, and inability to follow up or confirm order status---which is still in the air. I have personally tried multiple times during the past weeks to contact the "CLAIMS" department, and filed "ESCALATION OF CLAIM" as instructed and encouraged by the website--- with no correspondence or reply within the 48 hour period needed PRIOR TO RESUBMISSION OF ESCALATION! On the 2 occasions that I could even get in to talk to someone, I would be transferred to the claims department, with no answer or means to leave a message for callback, with each holding time >1.5 hours!(one of which I called at *:00 AM, when there should not be too many calls backed up). I requested a SUPERVISOR CALL, with my last conversation, and await correspondence.

So--- I am in Arizona heat, >105 degrees, with non-functioning AC, for more than 2 weeks, my contractor more than willing to do the work, no identifiable time for correspondence between 2-10 and the contractor to confirm or establish order status for the unit necessary, and no access to talk to anybody or leave a message for callback within an acceptable time either personally, or by my contractor. This is absolutely unacceptable and represents a misrepresentation of service responsibility and accountability for services, paid for, and specified through contractual obligation--- with unacceptable necessity for THE CLIENT to take unnecessary time, emotion, and exposure to stress, for service owed for said service, AND no avenue to correct through correspondence by either the client or contractor!

If this occurs at a rate that the "HIGH NUMBER OF CALLS" prevents clients and contractors to resolve issues in an acceptable time period and manner, we should seek representation and possibly pursue class action and possible representation to do so.

This complaint is specifically to highlight the customer service of 2-10 HBW. We purchase the Premium coverage from 2-10 HBW. Our well pump which is covered failed overnight. We did as we normally would and put in a service request through their homeowner portal. We received a notice that they did not have any contractors within their network, meaning that we would in turn need to find a contractor to fix the pump.

The process to do this is to find a contractor and get a diagnosis, then submit that diagnosis and cost of the work and parts to fix the issue. Then 2-10 will determine from the cost that they would have paid a contractor and for the parts. Although they offer coverage for the system or appliance but fail to have contractors in the network. Therefore, you are paying them a premium while doing their job and receiving only a fraction of the cost incurred for no fault of your own, besides paying the warranty company in the first place. If that is not painful enough.

They are not open on weekends, which I personally don't have an issue with how they organize their business working hours however, they claim to have 24/7 assistance and access to claims when in actuality it is 5 days a week from about 8-4PM not including the hour on hold wait time you will most certainly incur when calling. Therefore, if you have a critical system failure which is covered in your policy you will have to pay out of pocket if the contractor you can get out within 24hrs falls on a Saturday or Sunday. They will tell you that you have preapproved amounts to be reimbursed which is not enough to even cover the cost of a contractor coming to your home to just inspect the system. Be aware that 2-10 includes various misleading pieces of information in their claims and service policies that take advantage of the homeowner.

Be advised. I have reached out to 2-10 in hopes of assistance with the issue and asked for any alternative options prior to submitting this complaint.

2 months ago my house was cold because the furnace fan broke

Now its 100 degrees in the house and 2-10 still hasn't fixed the simple issue

I spend hours each day on hold trying to talk to someone who can help move this along. They pass me around but never resolve anything. Sometimes while on hold it just hangs up.

Complete scam

Work Order Number

9056613

Date Requested

4/19/2022

Order number 8962267

I submitted a work order online for my microwave to be serviced on 1/17/2022. The microwave was arcing fire and smoking when used. G and H was sent to my house, made a diagnosis but was not sure and ordered 2 parts through 2-10. After I made multiple phone calls to 2-10 and G and H, the conclusion was that the company received only one part even though 2-10 said they received both. Neither myself or 2-10 could contact the company. 2-10 refunded my service fee, which I had to provide proof I paid it and sent another company to service the microwave. A and J appliance serviced the microwave now into March 2022 with no microwave with a family of 7. A and J sent info in to 2-10 but 2-10 did not escalate it to the next level or call A and J for missing information until I called once again on 3-22-22. Now allegedly it is going to be another week until I hear from 2-10, then another wait until my microwave gets fixed or replaced. I understand the steps that the warranty takes to fix or replace but 3 months is excessive, especially with all of the documented errors along the way.

I had a plumbing emergency, Main line was backing up into my home. I called them the service provider they assigned could not come out for 6 weeks so we had another company come out to fix it. My coverage said I was covered up to 250.00 after 8 weeks still have not received my reimbursement and today was told they will only send me 100.00 because I did not submit the work order before I had the work done Even thou it was an emergency and they told me it would take them a week to review the invoice

My water heater claim was placed on 11/16/21. As of today at the time of this email I have yet to receive a replacement. The initial claim was for a gas heater and when 2-10 ordered the heater 4 days later, it was for an electric heater. I was not informed of this mistake until a day later by the contractor. The next order was not placed until the 24th to a local Lowes in my area. Lowes kept reaching out to the procurement side to get things rectified and have yet to receive a response back. The unit ordered is now on back order. There is a different unit in stock at a more expensive price, but 2-10 refuses to update the order. I have had this warranty company for 25 plus years, and this is the terrible service I receive. I have called several times to get rude customer associates that are telling me different reasonings as to why I have yet to receive a unit or a pick up order from Lowe's. I am planning to take this to the local media as this is unacceptable practices and unsanitary for myself and family in the midst of the winter.

I was away from my MD home for two weeks and when I returned my refrigerator did not work. I called 2-10 and filed a work order (by the way, the online request form is great sometimes) on 10/22. I was told a repairman could come to my home on 10/28. Because I had no refrigerator I bought a small refrigerator (4.5 cubic feet). The repairman from Delmarva Facility Maintenance Service, told me that I had the following problems: compressor, overload relay, condensation fan, user/control board, and main control boards were bad. He said the cost would be about $[protected] and it would take 3-6 weeks to get parts then do repair.
I called on 10/30 to see if the report had been sent to 2-10 warranty. No... I called this morning, 11/2 and was told that my claim was refused to to something I did not understand.

This is not acceptable and I want action on this claim. I am only in this home two+ years, and I have had your warning since I moved in. I paid over $1000 in July for this renewal. I am a senior citizen with a fixed income using this warranty so I can control my expenses.

I will be contacting my attorney if I do not get satisfaction from this note. I do not have any paperwork from the vendor or 2-10 to attach.

Bunny Twiford
5973 Tappan Lane
Salisbury, MD 21801
Phone: [protected]
Cell: [protected]