2-10 Home Buyers Warranty
Home Warranty Plan Details and Reviews for 2-10 Home Buyers Warranty
Customer Service 
Service Timeliness
Repair/Replacement Service
Overall Rating
Total Reviews: 212 Rate this Company!
Service Timeliness
Repair/Replacement Service
Overall Rating
Total Reviews: 212 Rate this Company!
Coverage Area: USA - All States
| Home warranty is a complex insurance product. Unlike home insurance, it does not provide blanket coverage for all appliances. Pre-existing conditions and problems resulting from lack of maintenance of appliance are are generally not covered by home warranty companies. Home warranty sellers may not state these factors clearly, and this will create dissatisfaction among customers. Due to these factors, you will see many negative reviews here. Don't be intimidated by some negative reviews here. If you have maintained your appliances in good condition and go with a reputed home warranty provider, your coverage will be fine. |
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Reviews
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Pages: [9] 8 7 6 5 4 3 2 1 » Show All
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In regards to my 2-10 Home Warranty. So lets see, I’ve had a policy with them for about 5 years. In this time, they have fixed a toilet, replaced a Water Heater, fixed My HVAC 4 times and ultimately replaced my HVAC with an entirely new unit. The HVAC was a dinosaur and frankly was only worth the scrap metal it became. Needless to say, even with the gradual yearly rate hikes, I still find that it has been in my best interest to have a Home Warranty of some sort and 2-10 has been absolutely professional in their handling of all occurances. YES I would reccomend them, expecially those purchasing their first home. They have made the unpleasant unexpected events in owning a home, seemless as can be. Good Job to the foks at 2-10 home Warranty and their contracted staff who were dispatched to my home to correct the issues at hand.
My parents, both over 70 years old and taking care of my handicapped brother, have a home warranty policy with this company and have been sitting in the cold with snow on the ground outside waiting for their heat to be fixed for over a week.
I am in the middle of a claim right now. I have had the 2-10 warranty for a year, with no claims. We have had a couple of things go wrong, and put them off. When our 2nd washer (we have two laundry rooms) started having problems, we decided we better make a claim. I started the claim in line. I entered the first wash machine, then the refrigerator ice-machine, then the second washer. The system kicked out the second washer, because I already had a washer listed. So I called. The gal was friendly and helpful. She tried to override the system and enter the second washer but couldn’t. Had some difficulty. Put me on hold. When she returned she informed me that none of the appliances were covered because they did not come with the house (we brought them from our previous home). Hmmm. I would not have bought the warranty, especially the extra coverage for the washer and dryer is I knew this. She told me to read the warranty. She emailed me a copyy. My husband and I read it. Found nothing that states that our equipment would not be covered. I did find that only one washer and dryer set would be covered. Fine. But what about the other one? My husband calls. Tells them we can’t find anywhere that our used equipment should not be covered. The supervisor will call us back. Amazingly, they could not find anywhere that it isn’t covered either. Wow! So, they have dispatched someone for the one washer. Aparently the ice machine is not covered on refrigerators. Have not got a call from the serviceman yet. Will see how that goes. Not sure if I will renew my policy next month. I don’t have money to throw away.
The few times i had to use them, there was no problem – the local representative calls up fairly quick and schedules a visit. There are 2 reasons for my low rating
- Cost, its gone up by $50 each year
- Customer service personnel on the phone are very curt
I have just completed a heater repair for my unit which is over 12 yr. I had to call several time to find out when a service tech would be out, you do not talk to a live person unless it is an emergency and then it is up to them to decide if it is. It took over 2 weeks for them to replace a part, the repair man had the part on hand but told me the company would not pay for it that they wanted to use their own order part, that took a week. During this time I had to use elect emergency heat and that was a cost, but the warranty company could care less. When you attempt to speak with a supervisor that will never happen nor can you get the prez. The repair person said they are going to drop from their service list because of problems like this. I would tell everyone not to go with this company you will lose money over time. Their slogan sould be: “No Time, No Service No Worry for Us”
After the homewarranty people sent a contractor to look at our washer, it started to become noisy. The warranty did not cover the noise even if it was caused by their contractor. We had at least 3 more visits from the same contractor who was never able to fix or diagnose the issue properly. After half a year of disagreements they finally sent Sears and it just took the technician a few seconds to say that it is the transmission. Bottomline the warranty finally allowed a replacement of the unit.
We have used 2-10 several times for our 16 yr old furnace as well as a plumbing issue and in the past they have been great. This winter, our furnace has gone down twice in 1 week. The 1st time, the squirrel cage (?) was shot and had to be replaced. An emergency call took longer than 24 hrs for someone to arrive, then several more hours for the tech to get the part and fix it. Worked for almost a week, then last night furnace decided it wasn’t going to ignite. Called 2-10 at 5:30, was told to wait 4 hrs to hear back from them or a contractor. Didn’t hear back, called them and they acted like we were just being impatient. Today at 7 am we called again and were told it was “still in the emergency queue”. At 9:30 i called them AGAIN and was told our warranty expired. No, it didn’t, i renewed it in August and had the card in front of me reading off the dates to the tech on the phone. But since our claim was filed under the expired warranty number when it shouldn’t have been, they transferred me to Customer Care. This is where I heard “please your name number and a message. If you cannot wait 4-6 hours for us to return your call, please call back. You cannot leave a message as this mailbox is full” WHAT!? So i call them back again and ask for Customer Care’s direct number which of course they cannot give me, but they transfer me again and it happens to connect with someone. I find it amazing that the lady who answered sounded like someone on a meditation/relaxation CD. Must have been a special request for her after I yelled at the poor girl who originally answered my 2nd call.
Warning!!!! Stay away from this company. They will rip you off year after year and only get the run around with rude customer service reps and supervisors. Then try to find the phone number to the regional office or some corporate office….. non existant. Do yourself a favor and find another company.
I purchased my home on Dec 09, 2009, and my HVAC units stop working on Jan 12, 2010. I call 2-10 and immediately found out that the trade fee quoted at the time I purchased my warranty had somehow increased. The price difference was only $5.00 but it made me wonder if other information that 2-10 provided was also incorrect. I would soon find out. A customer service representative told me that someone would research the issue and get back with me. I then told her that my real reason for placing the call was my HVAC system had stopped working. A contracted was sent out within the next 2 days. I was informed today that my claim was denied and that my warranty would not cover my issue. A 2-10 representative stated that based on the information provided by the contractor they had to deny my claim. The representative was very rude and abrasive. She (Pricilla) acted as if I was wasting her time and even told me that I should have known this claim would have been denied, in her words “because it was a common sense”. I was so outraged I demanded to speak with her supervisor. The supervisor was not much better, she stated that the contractor found that my unit had excess rusting and in his professional opinion it was a preexisting condition. I offered to send 2-10 a copy of my inspection report from when I purchased my home in Dec 2009. The supervisor stated that she would be happy to review the information and take it into consideration. After reading other posted comments I am not hopeful that this company will be of any assistance. I am currently online researching other warranty companies. Please do not buy anything from this company. DO YOUR RESEARCH on the front end or you will PAY LATER. I don’t know if 2-10 can monitor this site or not, but before I could complete my posting I was just contacted by a 2-10 representative informing me that they had reversed their original decision and my claim will be handled. This does not change my opinion of the company or their customer service. They have burned me and I am still activily looking for a company who appreciates their customers and provides better overall service.
We have a problem with out garage door not opening. Without seeing the problem or sending a technician the customer service rep explained that “springs” are not covered under warranty. I don’t know what is wrong with my door just that it won’t open. Will someone help me out or not???????
What is covered?? That’s my question?
15. GARAGE DOOR OPENER
INCLUDED: All components and parts, except:
EXCLUDED: Garage doors – Hinges – Springs – Sensors – Chains – Travelers – Tracks – Rollers – Remote receiving and/or transmitting devices
Though it took time to get resolved, I am taking into account that my issue occurred over the holiday season. The dishwasher seemed to not be draining so we called in the claim the first business day later (12/28/09). Because the necessary parts had to be ordred, the repairs were just completed today. For a $75.00 deductable, I’m satisfied!
I can’t possibly recommend this company, we have had three separate experiences with them, all bad.
A month and a half after we purchased our home, our entire HVAC unit went out. It was February, and we had two children under three years old. 2-10 labeled the issue an emergency, and promised that we’d have a person out that day. No such luck. After we finally had someone come out, the tech informed us that a part had rusted out of its holdings and smashed the housing, BUT, our inspector should have noticed that this ENCLOSED MOVING PART was rusted. We contacted our realtor and others who rebutted the tech’s statement, but the damage was done. 2-10 agreed only to replace the parts that broke, even after the tech said he would be back in three months for when “The rest of your unit craps out.” The policy is to replace each part as it breaks, instead of replacing the entire unit, even if it is determined that the parts replacement isn’t going to help the problem. The parts were ordered, then lost, then re-ordered, while representatives told us differing stories and became belligerent when we asked why an emergency issue was taking so long.
We didn’t get our heat back for 2 weeks, during which my husband spoke with (and in two cases, was hung up on by) rude, unresponsive representatives who contradicted each other and 2-10 policy, then a supervisor who made a promise, and never followed through. We eventually had our entire HVAC unit replaced by a different, reputable HVAC company, and discovered the company 2-10 sent out has a poor BBB rating.
Fast forward to year’s end. Our well pump breaks down, we have no water. This is again considered an emergency, and again, we are promised immediate service. They sent out a gentleman that morning who tells us he cannot replace he pump for three, possibly four days. 2-10 argues with us that they will not send another technician, and they advise against us getting someone else out to our home. We get another company to give us free estimate, and the outside company fixes the pump that evening. In both cases, we were paid by 2-10 for the total parts that they would have covered, which amounts to less than 10% of the cost of the solution
Let me be clear, we were not expecting brand new ‘free’ upgrades. We WERE expecting courtesy, prompt service, and common sense. 2-10 could have replaced the HVAC system at a much lower cost that it would have been for them to replace each part as it broke down, and sending out a tech ho wasn’t able to do the job on the well pump was pointless as well.
The third issue is ongoing, but I can say with certainty, we will not be renewing our warranty with 2-10.
I purchased my townhouse in early 2005, and the seller provided a 2-10 warranty. I have renewed the warranty each year (except this year, the premium is $100 more than 2009. And 2009’s premium was $100 more than 2008 – the company said it was due to all the foreclosure damages). Anyway, over time I have had my roof repaired, water heater replaced, heater repaired and garbage disposal replaced. Each time was $75 deductible. The contractors they sent were professional and did a good job. Except for the possibly excessive premium increases, I have been happy with 2-10. Also, I have never had a rude customer service person.
i contacted 2-10 in regards to a heating problem, the unit was diagnosed as needed to be replace, this is during a cold snap with a 4 month old baby, after no results for a few days i contacted them, and literally said oops, order was not placed for new unit. After endless CALLS (12)being on hold for a total of 2 hrs, 43mins, constantly being told someone was going to call me, no one ever did, talking to 2 supervisors, who also promised to rc and never did, still no heating unit after 2 weeks, worst customer service i have ever seen, worst experience i have ever had, please be aware of these people, they really dont care, is this eligible for a class action ?
We bought our home warranty solely because we believed our very old HVAC would soon die. It did. 2-10 first tried to buy us out for $450–their price for a new HVAC unit since they buy in bulk. It would cost us a minimum of $1500. Then they discovered over $1,000 of extra repair work to pipes and venting that needed to be done that would not be covered by the warranty. Finally, they refused to let me buy an energy-star-rated appliance even though I volunteered to pay the difference between the unit they wanted to install and the one I wanted to buy. 2-10 customer service was uncooperative, not knowledgable, demanded long wait times and kept transferring me to different departments. In the end I worked directly with the contractor and paid full price for the unit I wanted rather than put up with 2-10 anymore. When my warranty expires, I am not renewing with 2-10.
David (self-proclaimed Mgr) was not concerned about his client (me), but more protective of his “contractor” who was late for the initial appointment and refused to provide me with any information about a timeline for repair to my furnace (the same one that has failed around the same time for 3-consecutive years). I contacted the “contractor” on two seperate occassions, but was denied the chance to speak to anyone in charge eventhough we were preparing for the christmas holidays and the weather was below freezing. After the “contractor” refused to call me back, I called 2-10 and spoke to David who refused to change contractor because –according to him–he didn’t “see” any reason to send anyone else out. I tried explaining to him about the poor customer service and disconnect from the “contractor” for about 10-minutes, but he was locked into keeping that particular “contractor” and offered me $120 to fix the problem myself which is actually $487 to fix according Sears. I have been a loyal and hassle-free customer for over 7-years, but since this incident I have been shopping for a new provider. I would not recommend using this company because their Clients are not their 1st priority.
Hot water heater is rusting out and puting excessive amounts of rust in the hot water to the point that the kids cant even take baths. After talking with three diffent departments and being on hold for 15 – 20 minits, I was told that if that was what a pumber would diagnose then it would not be covered since it is not a “machanical failure” I asked if I needed to wait untill the hot water heater burst and flooded the basement and then call back and she said yes, it would then be covered. These people are scammers in my opinion. They put you on hold so long in hopes you will hang up out of frustration or you cell battery will die. Then, they want you to spend 50 to 75 bucks to get someone to come tell you what the problem is so they can say they wont cover it. Its their strategy. Stay away from this company.
Not sure how so many people can gripe here? The life expectancy of a microwave is about 10-15 years. At 17 years they are complaining that it’s not getting replaced? Some people complain about their ac not working in August. Well…it seems they did no maintenance to keep the drain line from plugging up by doing it themselves or having a twice or once yearly check-up. It’s like – replace the engine in my car even though I didn’t change the oil every 7500 miles. The warranty is to fix/replace does things that under normal circumstances and normal recommended maintenance should still work. An ac that is properly maintained for example. It’s not an “betterment” or “improvement” policy which seems to be what everyone is griping about. If the ac is 20 years old, it may be past the service life – but you want someone to improve your condition. If you have car insurance and get in an accident in the rear – that pre-existing hood scratch is not covered – that’s the reality. People here are griping about what a home warranty is and not accepting what it really is and what they agreed to in the terms. And…they blame the service company as if they are related while discrediting the home warranty company that is honoring the claim. Amazing! Only in the USA…
Christmas Eve our Kenmore washing machine decided to call it quits. We called in the claim and had a repairman out on Monday (Dec. 28th) afternoon. He told us that fixing the machine was going to cost more than a replacement. I called 2-10 on Dec. 29th in the afternoon and the customer service girl told me 24 hours for them to make a decision to either fix or replace. I called Dec. 30th and they told me they had not made a decision. I called again today 12/31 and it is STILL in Applicance review. Seriously people it is a YES or NO answer. We are not talking rocket science here! I asked to speak to a supervisor but I know they simply sent the call to some other poor soul who has to field calls of frustrated women who want answers. I never spoke to a supervisor. A supervisor would have been able to please the customer. Doesn’t customer service start with CUSTOMER!!!???? I asked my husband to call and told him that I would rather cancel the policy and request a refund and use the money to buy a new washing machine. I need my machine back or at least something that works. I regret having paid this kind of money for a lack of service! Anyone know the laws out there for turnaround time on customer service requests from warranty companies? I plan to cancel and will warn others about their lack of service, if that’s what they call it.
We have decent service .they replaced a new microwave within 1 yr of purchase of a new house. I had an ac leak it took a few days to get a repairman.Unfortunately he came without freon. then he had to come back.
We used them once with an issue with a water heater, and it was fine. But, a few days before Thanksgiving, our Microhood (built in over-the-stove microwave) died. We got a tech out fairly quick, and it was the board. Insert parts delay and a lack of communication on progress. The part arrived December 14th, and the repairman came on the 15th. The part was cracked and useless.
We called, and were informed that were not liable for parts delay, nor anything else (aka cracked part) out of their control. We were told they could order the part again, or give us a buyout of about $150. A ‘Microhood’ runs from $250 – $800!
Oh, did I mention is microwave is original with the house, 17 years old. I am astonished they would still make the part, and doubt they do. I think it is a part from microwaves with other issues – aka salvage.
They will not replace it, it will not be complete until after the New Year.
Our pipes froze, and burst. They came, charged us, and denied the claim, stating that frozen pipes are not covered. Why couldn’t they have told us that before they send out a repairman?
Now, our garbage disposal is going out. I wonder what the song and dance will be then?
We will never renew, and recommend anyone but them!
THIS COMPANY IS FRAUD BEWARE ! I AM A CONTRACTOR FOR THIS COMPANY AND ITS REAL ! THESE GUYS WILL PAY FOR NOTHING AND PAY THE CONTRACTOR NOTHING ! GOOD LUCK THIS COMPANY WILL NOT COVER ANYTHING ALMOST ! I DO WORK FOR THEM AND THEY HAVE HORRIBLE CUSTOMER SERVICE AND DONT WANT TO PAY THE CONTRACTORS FOR DECENT WORK THEY WANT TO ENDANGER THE CUSTOMER AND DONT CARE ! DO NOT USE THIS COMPANY AT ALL !
Just closed on a house and three days later the hot water heated flooded the basement. I paid a $90 trip fee (even though the brochure I was given said the trip fee would be $75). The company sent a plumber–an obvious novice who took two hours to trouble-shoot the problem. He spent much of that time in his unmarked van talking to the company or whomever to get advice. He came back and said that the pressure regulator was bad and that this was a pre-existing condition, so it wouldn’t be covered. He later called me to ask if I’d like him to fix the problem for an hourly rate plus expenses. The next day I had a real plumbing company come out and it was an easy fix–nothing to do with the pressure regulator. I would never call this company again if something went wrong in the house. It’s not worth it.
First I would say that I have been with this company for the last 9 years, was part of our new home purchase. I have had very minor problems that was fixed with a phone call.
But my biggest problem is the dramatic increase of the premium. Over $100 more this year than last. We usually use the plan about 3-4 a year, and like the $50 co pay. I also don’t like that we can not get a current qoute online to help us compare their prices with other companies. I am going to try another company because just like every one else, I need to pinch my pennies.
I bought the warranty from this company last year. Recently my heater was not working. I called for service. They sent a contractor Atlantic A/C and they told me that
my heater was not well maintained and denied my claim. I asked for another contractor sent for different opinion but was refused. It ruined my whole weekend. What a waste of money and time!
Will certainly not renew it. Never!