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

I have 3 contracts with 2-10 and I am a referral partner! I will not renew any of my contracts with 2-10. My hvac burned up on 01/15/2018. I have had to call them multiple times. Today deanna told me she doesn't know how I fell through the cracks but she would get someone on it tomorrow because today all the management is in training! I has been 40 degrees in my home several time during the cold snap. Customer service stinks! Contractors complain about your inability to answer their calls as well as a business having to wait on hold for 2 plus hours to help one of your customers. Ridiculous! Thanks but no thanks 2-10! You have lost my business and I promise no more referrals to my customers either!

I recently moved, so we got this home warranty for our home. The first time I used it I have had the worst experience of my life.

My gas stove top was not working, so I submitted an order and they sent a man through a business. I was getting emails with updates on when the man was coming. He ended up coming and was one of the rudest people we have ever dealt with in our lives. My mom and I have never been insulted so bad before.

First of all, the old guy who came David, knocked on our door extremely loudly when we did not answer it that second (First red flag) and came in. This company was called through my home warranty, I would never hire anyone like that. my gas stove was not working properly. He was there for half a second and he said it is done.

My mom said no, the stove is not working. It is making a weird noise and it is not turning on. He loudly BANGED my cabinets. He said "stop asking me questions, you are asking me too much." SERIOUSLY? WHO SAYS THAT TO SOMEONE? He said pay me now. My mom said yeah I will pay you but fix my stove first. He said No it is working. My mom said no, it is making noises. He said "it must be in your head." And then he said pay me now. Then when my mom said but the stove is not working he said "Pay me now and never call me again" and WHILE my mom was talking to him he rudely stormed out of my house and said once again, never call me again and he BANGED my door. That is very insulting and rude. You do not talk to a customer like that. He had the audacity to "cancel" the appointment, as it says on my email WHEN HE ACTUALLY SHOWED UP and starting banging everything in my house! David did that so we could not file a complain against him. The receptionist is also a rude lady at his office. WATCH OUT. I swear the I TEAM needs to do an investigation on this shady company.

The thing is that we were assigned this company through our home warranty. I would never in my life hire a man like that. We trusted our home warranty to send us someone smart, nice, and who can get the work done. This man had the audacity to cancel the appointment so there would be no proof that he came, when he came and damaged the items in my home.

My mom was in tears because of this man. We called 2-10 customer service and told the representative what happened to us. We asked to talk to a supervisor to see what the next steps were, as we were assigned this company through 2-10 Home Warranty. She seemed understanding, but the supervisor did not seem understanding at all. It seemed like she was not paying attention to anything my mom and I were saying on the phone. All she was concerned was about the 75.00 dollar service fee. She kept saying you will get an invoice because of the service. But the thing is, we were not talking about the service fee. We were trying to complain on what we went through in our own home, because of the people that were sent to us through 2-10 Home Warrantee. The Customer service rep and the supervisor told us 2 different things. The rep said that she has scheduled someone else to come and we will give the service fee to them. I was a little surprised that we did not get any compensation. We should at-least get the fee waived because my mother literally was in tears because of the man that came to our house. I told her I do not want to pay if the man was going to be rude, I was scared to be insulted again. And the rep said well you did not pay before. Let me make myself clear. My mother told the man she will pay him if he fixed our stove top. He banged our door on the way up, screamed do not call me again, and did not take payment AND I got an email saying that my service with him was cancelled. So the supervisor kept on bringing up the service fee and said the original person who came to my home needed a second opinion and we do not have to pay a fee. I was told two conflicting things. I told the supervisor that the man who came literally "cancelled" the appointment YET still came to my home and starting insulting us in our own home. I am very upset that the supervisor was more concerned about the 75.00 service fee than the insult we endured. I asked the supervisor what the next steps are, and she said Claims handles all the complaints. We asked to be transferred through claims and she said she will tell them to call me. No one has called me back. The supervisor also said that she took my number for the next contractor to contact me. I asked her okay will claims call me back as well? She said "oh, yes they will too". She literally forgot that two minutes prior we talked about claims calling me back. She was not paying attention what so ever. All she cared about was the service fee. That was not why we called customer service. She needs to be trained on how to talk to customers.

I am extremely upset as we got insulted so much, yet 2-10 did not offer ANY type of compensation and it seemed that all they cared about was the service fee. We were not happy with calling them. I have read many reviews that 2-10 sends rude contractors to peoples homes. This is unreal. We have paid 650.00 dollars for this service. I am so sad on how 2-10 treated this so lightly. All the supervisor cared about was the 75.00 service fee EVEN THOUGH the contractor who came to my home sent a cancellation email. I am appalled right now.

Had two service requests on furnace not heating/making terrible noises. Contractor was sent to repair. Noise never went away.
When my usual heating and Air guy came out for spring service he CONDEMNED the furnace. Said it wasn't safe to use. Shut it down and write up a report on it.
So- I sent a new request with all of the info to 2-10. They send a different contractor from before who decides furnace can be fixed. I said that I will have an independent safety inspection done after repair since I have conflicting info from these contractors. This was in May. It's now MID SEPTEMBER! I have spent COUNTLESS hours calling 2-10, fighting for updates, asking them to follow up on the contractor, requesting a new contractor who was NEVER assigned, filing complaints with the BBB... getting zero responses.
They finally agreed to replace the furnace...
Now- I've taken three days off work. Been without even AC for FIVE DAYS... the furnace replacement STILL isn't done. The guy they sent has been last two mornings and left before 4 one day. He ran out of welding stuff and had to run to Menards for stuff another day. And I get NOTHING from 2-10 in terms of checking on the project, accountability for their contractors, etc.
it's a nightmare.

If I were writing this a week ago. I would have given this company 5 stars. Today if I could give them negative stars, I would. My husband and I have been with 2-10 for 16 years, with top-of-the-line all-inclusive coverage, and have recommended many friends to them. Today we found out we have been dropped by them with no warning or explanation whatsoever. I can't imagine they have too many customers that stay with them as long as we have, but apparently either customer loyalty is not important to them, or they have no use for customers who dare to actually use the warranty from time to time. Save your money - I wish we had! There are many competitors who offer a similar service; in fact, 2-10 actually referred us to some when they rejected us. Smart business people, I tell ya! What kind of company refers a long-term customer, who pays for the top tier of coverage, to their competitors?!

On sunday I opened two claims with this company. The first was plumbing which consisted of pipes that cracked and the motor in our bathtub whirlpool spa not operating. At the time of the complaint we had no water and I told them this and they said they would put it in as an emergency which means 24 hrs since it was the weekend. Well today the company line is we can go out of pocket and repair it ourselves and submit a claim for reimbursement (No guarentee we will be reimbursed mind you) because they do not have a contractor in the area we live in. So they have resourced it to their internet search team which has 72 hours to find someone who then will contact me and who the heck knows when they can get out here. I explained we have 3 disabled elderly people here and the reason I chose a home warrenty is because all of us are on a limited income. Not their problem evidently. We do have water of a sorts right now pipes still leaking badly, tub not fixed. The second claim was to repair a roof leak again same song and dance and I would have to have the contractors I find submit a report before they would even consider reimbursing us. I do not think I will be renewing this contract when it is up. All I want is for them to do what they said in the beginning and that is to fix all covered items that btw I am paying extra for. Hell of a way to run a business in my opinion. They need to have their counselors learn tact and attitude adjustments.

2-10 has not been able to resolve a workmanship complaint with a builder. Imagine this. Builder hands out this warranty at closing. We have a real problem with installation of living room, kitchen and dining room. These rooms have bumps and waves. Installers who contract with the builder, did not follow instructions regarding acclimation. 2-10 has been trying to communicate with the builder via fax? 2-10 claims they don't have enough contact information, nor does builder respond. Unbelievable in this day that 2-10 would accept this builders profile with a fax number for contact. Do you believe this or not? A lot of game playing. It's a disgrace.

My warranty began April 2015 and I have had 3 fairly big issues arise in my new home. A/C unit went out 3 different occasions and after 2-10 Contractors did not get it fixed, I hired my own contractor and submitted a claim for $165 to be reimbursed that I am still told is being reviewed...it's now October! I had a leak in my plumbing pipes and water leaking underneath my sinks and had to call an outside contractor to fix immediately and 2-10 closed that claim without reimbursement because I did not get pre-approval for an outside contractor. I didn't even fight it after the first go around. Currently, I am 4 weeks without a refrigerator with a family of five. I call everyday and am told the parts "should have arrived and they will call the contractor (which never answers calls) and my claim will be escalated and they will call me back". I have not once received a promised phone call back. There is not a single person able to help me after repeated requests for straight answers or a Supervisor. This is absolutely the WORST warranty company I have ever dealt with. Contact Us link does not work on the website, the company is unresponsive, and the bottom line is they clearly do not care about their customers or resolving issues. DO NOT SPEND A DIME ON THIS WARRANTY!

We bought our house February 27, 2015. Our AC starting having trouble in June. Now again in August. We 2-10 home warranty and they sent a contractor to our home. The compressor went bad. We are now week 3 waiting for our AC unit to be fixed. After many phone calls to 2-10 home warranty they keep saying 5-7 business days.

May 1 2015 Jamie F.
Don't waste your time or money. I had the 2-10 home buyers warranty from 2014. I was denied a claim for my heater. I had no heat in Jan. and on the weekend, so I called a contractor on my own because they don't come out on the weekend. The filter had to be replaced. Of course they denied the claim because I didn't use one of their contractors. I renewed the warranty this year, big mistake! I put in a claim because I didn't have any hot water. I called on a Sunday and a contractor came out on Tuesday. He checked the tank and informed me that I need a new one. He called 2-10 to tell them it couldn't be fixed. They told me since the tank was NEVER flushed out it wasn't covered, mind you I bought the house one year ago. I gave up after they ignored my calls, I asked one of the Attorney's that I work for to help me. He emailed them to return my fee of $417.00. I received the money back in my account in two weeks! Of course I lost the deductible of $100.00. I thought it was very strange that the fee was taken out of my account within minutes of giving them my number. I'm just happy that it didn't cost me more! THEY ARE A SCAM! BUYER BEWARE!

I have had 2-10 coverage for 8 years with first year provided by new builder. I never had a service call until my a/c stopped cooling. The first contractor, J-Tech, came out and said nothing was wrong with the system, but no cool air. Another call to 2-10 and another contractor sent out and was told I had a leak and they would put stop leak instead of replacing the evaporator coil as this was the warranty companies procedure. In other words to avoid a high ticket item. After one week the a/c did not blow cold air and with 100 degree temperatures, service was necessary. However, contractor had to go back to warranty company to authorize replacement of coil and I received a voice mail the next day quoting my cost to service provider of $634 as these cost were not covered by the warranty. When contractor came to the house three days later, I have now not had a/c for 4.5 days, I was told the cost was $994. I called 2-10 and their agent indicated it was $634 and the voice mail was correct. The caller sent me to a supervisor who after speaking with his supervisor, Tonya, indicated a mistake had been made and they would credit me $100 and I would have to pay $894. He then forwarded my call to Tonya, the supervisor, who indicated that was all they could do for me and it was my error as I did not add up the cost per line item and come to the correct amount! The voice mail indicates $634 twice as total cost and I returned the call to approve the amount. I am a senior citizen and I am appalled at 2-10's operating procedures and treatment. I have paid approx $3500 over 7 years for the home warranty and this is what I get. Unfortunately after much Internet research it appears that all home warranty companies operate about the same and have numerous complaints filed with the BBB, etc. I will never buy a home warranty contract again as they provide poor service and do not honor their word. BUYER BEWARE!

by far the worst company I have ever dealt with. Customer service friendly but inept. Took 3 months to get reimbursed (haven't actually seen the check but they say it is on the way. I would steer clear of these guys, very long hold times, no one has email and hard to talk to the same person...you will spend a lot of time explaining what should be kept in your file. Very mickey mouse company. American home shield is better...way better.

Warranty is worthless. Most complaints are not being able to have warranty cover issue. My issue is that never have any
one in my service area to respond to my claims. Had claims on the stove no representative in their system..Had a claim on
my AC same thing no representative in my area. What good is a warranty if they have no one to send out. There solution is
find someone on your own. But they have to call them before they do anything with a diagnosis and cost for repair with the
possibility of them not being reimbursed or me having to pay for the repairs. Like I said what good is a warranty that is in
excess of $700 only to be told you have to find your own repair people and then we might reimburse you. After reading all the
other complaints I am sure there would be no reimbursement. The worst part is nobody from the company contacts you to
tell you they have no one to send out so you wait for days and then they expect you to find someone on the holiday or weekend.
This warranty is useless and a waste of money. Stay away from them and spend you hard earned money else ware. The representatives are useless as well if in fact you can even understand them. They don't care about you or your situation and just keep repeating is there anything else I can do for you. How can you do anything else when you haven't done anything to begin with. When I asked about cancelling my policy because they could not provide what they claim to offer was told I can't cancel it.
If I refuse to make payment they will ruin my credit. Only thing you can do is wait for it to expire and then never ever renew if you
know what is good for you. Mine expires end of July. I will not be back and will tell everyone I know don't walk but run away from
this company

Filed a claim with 2-10 under structural defect warranty.
The foundation on the house is failing...doors jammed, walls/ceiling cracked,
nails popping, floor and counters tilting.
They sent out an engineer (after I paid $250 to file the complaint) and his rept.
said it was "normal" and did not meet the 4 criteria...which includes safety and uninhabitable.
Of course the house isn't about to fall down, nor is it uninhabitable...but it is not performing to
any building standard I know of. The thing is moving around all the time...it is to my mind a structural
defect. If the warranty doesn't cover a bad foundation ...then what does it cover...worhthless...

2-10 did not answer my call on a Saturday Morning. I then call a furnace repair company as my home was 52 degrees, and at the time my child was 13 months old. After my furnace was repaired that day, I called 2-10 on Monday morning - and they answered. They instructed me to file a written claim - due to not calling them first, which I had done. Four months later and several calls, I finally received the letter stating the denial of coverage - failure for prior authorization. They obviously care more about their bottom line than the Safety of a Baby! Do Not do business with this company!

It has been three weeks without heat or air conditioning. The contractor told me they could have had the problem fixed the first day they were here, but because of the warranty policies we have had to wait for approvals and parts shipped direct from 2-10. When I called to complain the Supervisor actually told me that it is not that bad and I just am not able to take the weather. I will never buy a home warranty from these people again and I will warn everyone of the terrible service I have received. Don't waste your money.

This complaint against 2-10 Home Warranty Company is for the following reasons: failure to enlist reliable sub-contractors to perform maintenance repairs in a timely manner; failure of 2-10 warranty employers to follow-up and monitor services provided; and failure of the company to provide "hassle-free" services promised under the contracted warranty.
Nearly four weeks ago my heat pump malfunctioned. I called 2-10 warranty and filed a claim for repair service. I called about the outside unit and when the contractor came he only diagnosed the inside unit. As of today, 8-5-2011, I have made over 25 calls between 2-10 Home Warranty, Comfort Air, and One Call Air Condition Repair companies because the repair companies 2-10 contracts with have failed to either give the proper diagnosis or show when promised. One one occasion, a contractor called and scheduled to be at home between 8:00 am and 12:00 pm. I took leave hours to be home and the company showed up at 2:pm. 2-10 said the parts were sitting at a warehouse, so I assumed the company would have the part before scheduling a service with me. The company called on Monday to schedule and on Wednesday the day of the appointment (at 11:30am) to say they had to pick up the part before getting to the house. When they arrived, the work did not get finished until 1:00 am the next day. I had to stay up all night only for the repairperson to say the system still did not work. He then stated someone would come out the next day and look at the unit outside and did not need to come in the home. This was “a lie”; they never showed up nor called. 2-10 warranty company called me to see if the unit was fixed and I told them what happened only to find out that another company would have to come out and give another diagnosis. When I asked about paying for the service and the warranty company reimbursing, I was told that their pricing was different from what the charges might be. Temperatures have been 100+ for the last several weeks and I am diabetic.
Additional calls to 2-10 Warranty Company have turned out to be an unproductive. On 8/5/2011, I spoke with a 2-10 representative only to discover the old contractor has to come back to the home (which means more time off work and more waiting) to get a diagnosis. They already received a diagnosis (supposedly) from the contractor that did the work. Another attempt to avoid paying for services. Homeowner has no say in this matter and I have been a customer with 2-10 Warranty for five years.
Lastly, my heat is still out. If I had known this about the 2-10 service, I would have had the repairs and sued 2-10 for the premiums I have paid over the last 11 years. Judgment or not others would know about the sub-standard service provided. It takes more than phone calls and then you (2-10) think you have done your job. Follow-up is part of your job and regardless of your contract with these sub-standard contractors; you are not free of responsibility. My recommendation: 2-10 Warranty Company is not efficient in selecting reliable, professional sub-contractors to do the work paid for, monitoring the progress of these contractors, and providing timely service based on the need of the homeowner, therefore, you are better off saving your money and paying out of pocket. If you put the money paid to 2-10 in the bank and let it accumulate, when you need the service you can pay to get the service when needed. Even if it is on the weekend (oh, yea companies will not pay their employees to service on the weekend because the warranty does not cover those charges either.).

PLEASE SAVE YOUR SELF TIME AND MONEY AND STAY AWAY FROM THIS HOME WARRANTY COMPANY! I have went majority of summer with NO AC! First claim on my Central unit was submitted winter of 2010, heat went out. summer of 2011 air went out! the company insisted on repairing 30 year unit! finally decided to replace it with more out of pocket expense on me! No compensation, No apology! lack of communication between company and myself, and THEY DID NOT CARE!

POOR CUSTOMER CARE FROM THIS COMPANY!

filed claim on 6/20/11 for A/C not working. First, didn't have local contractor so asked me to find one. When I couldn't find one that would deal with a/any warranty company directly, they "found" one on the internet. When that local contractor agreed to come out and then told them the outside unit and air handler needed to be replaced, they thought it was too much $. So they brought in one of their contractors who operates 2 HOURS AWAY. Guy came in & said same thing but they settled to just change out outside unit. When workers got here, they looked at air handler and said "NO WAY" could they hook up new outside unit so a/c would work. After sending email to customer care, got immediate response BUT they can't come out until 7/26 (they hope) to get air handler replaced. meanwhile, lost 1-week renter at $2000 due to ineptness of this company. I plan to cancel contract the second this a/c is fixed.

They always find a way to find why they should not pay for a claim. I have many examples, last is from yesterday. My toilet leaked, so I needed to replace wax. They dispatched plumber who did it in 10 minutes and charged me the usual $50 co-pay. Later he calls telling me that 2-10 unwilling to pay since it requires "supreme" contract. He charged me additional $148 for this job. I called 2-10 supervisor, asking her if it sound reasonable to her that I'm paying their warranty fee + $50 + $148 for the plumber since they claim not covered? she tells me something like "this is life". I promissed her that not only they lost me permanently as their custome, but I'll also make sure to let my friends know, publish in Facebook, Twitter, etc.
This is counter America, bully behaviour, and they deserve to get out of business.

Bought house 4 months ago with warranty. Hot water broke. 2-10 home Warranty Sent contractor took $100.00. Called back 5 days later saying it was going to cost more because the water heater would need new pipe soldered on. Of course to replace you will have to change it out, but it will cost me more? I am a %100 Disabled Veteran USAF p&t, so I am banged up bad. They offered a $400.00 buyout, which means little because I cannot move it on $400 Crooks, rip offs