We bought our home and 14 months later, the well pump went out. With just one phone message, I had a contractor calling me back within the hour! He apologized for not being able to make it on the same day and asked if we could last until the next day. I told him we could, but then he showed up at 6pm that night with his assistant. On a Friday night, no less! He said he just couldn’t leave me and the kids without clean water and flushing toilets!

When he took the well pump apart, he found a break in the housing unlike anything he had seen in 27 years. He was very sorry that he couldn’t fix it until the next day. He came back Saturday afternoon, after having driven to a store over an hour away to get the new pump. He spent several hours fixing the pump and replacing all the lines, which would not have worked with the new pump. After checking everything out, he left for the day.

20 minutes later, nothing worked! He came directly back and discovered that when my son turned off the switch next to the water heater, labeled light switch, it was in reality the electric switch for the pump! He was very kind in explaining the switches to us and even wrote on the face plate, so we would not turn it off again by accident.

Technically, he could have charged us for making him come back, but he just said that accidents happen and this was how we learned from them. He was very nice and the well pump has been working without problems ever since!

While I am not happy about the rising costs of the 2-10 policy, I am happy when they send out notices that help me (like the HVAC unit info) and when they contact me to remind me when it is time to renew so I will not miss out. I couldn’t sleep if I did not have the extra coverage. It is a life saver!!

We have used 2-10 for the following services: a leaking toilet, a clogged kitchen sink, and a broken dishwasher. NONE of these items were EVER fixed through the use of our home warranty despite paying the service fees for the multiple visits.

#1) When the toilet was leaking, it took several days for a plumber to come out to look at it. When the plumber came out they informed us that they did not have the proper items/tools to fix the leak, as it was coming from the tank, and they were under the impression that the leak was coming from elsewhere (how they got the wrong impression here is beyond me, as I told 2-10 exactly where the leak was coming from). They collected the $55 service fee from us and said that they would contact us the next day to send someone out with the right equipment. After a week without any contact, we contacted 2-10 again about the problem. The company contacted us with a new date for a new plumber to come out again. Several days later, the new plumber came out and said that there was a leak coming from a crack in our tank (which obviously we were aware of, as that is why we called!) and that the leak was not covered by our home warranty and there was nothing they could do to fix it. During all this time, we went through several bath towels and a moldy smelling bathroom due to the ongoing steady drip from the tank. I finally went to Home Depot and talked to an employee there who directed me to marine epoxy that fixed the leak for $5 in a matter of minutes. That was several months ago and the leak has not returned.

#2) Our kitchen sink was clogged and we contacted 2-10, this time asking for a different company to come out, as we were dissatisfied with the toilet situation. The new company came out and the plumber said that he could not fix our clog, after about three hours of trying and making a mess all over the place that he never cleaned up. He complained the whole time about his company and used foul language to describe his boss and wore ratty clothes because he said he “refused to wear their stupid uniforms.” He said that maybe he could fix the clog “if his company wasn’t so cheap that they could afford a decent pipe snake.” After giving up on the clog, he said that he just “suddenly realized” that our pipes under the sink were not up to code and that was probably the problem. Our house is a new home that passed inspection for everything before we bought it. Because this plumber said our pipes were not up to code, 2-10 said that they would not send out another plumber to look at the problem. Again, the $55 was collected, and nothing was fixed and the plumber left a mess all over our hardwood floors. I contacted a rooter company that cost me only $80 ($25 more than I just paid) and the plumber responded the same day and fixed the clog in less than 30 minutes. This plumber made very little mess at all and cleaned up after himself where water was left. I asked him to look at our pipes, because the previous plumber said that they were not to code. He said that our pipes were installed the only way that he’s ever seen pipes under a sink and that they were to code and there was nothing wrong with them. This was a journeyman plumber.

#3) The heating element on our dishwasher went out. When 2-10 had the plumber contact us, they said it would be about a week out. I complained about the previous plumber they sent regarding the sink and they told me “if if makes you feel any better, that guy was fired.” It doesn’t really make me feel any better that he lied to my home warranty company and because of that I had to pay the $55 for nothing, plus an additional $80 to have someone competent fix my drain. The dishwasher guy finally came out and collected the $55 and said that a part needed to be ordered that would take a while to come in. Over a full month later, the heating element came in and was installed. After he took apart the dishwasher, and put it back together, the dial now sticks. I contacted the company again and they said that because it’s a new problem, I have to submit a new claim with 2-10 first. This problem didn’t exist before they took apart the dishwasher to begin with! Called 2-10 again. This fact didn’t matter to 2-10. I also told them that the previous time they used this company, the plumber said our pipes weren’t to code (which I later learned was not true) and he spent 3 hours making a mess when a privately hired rooter company fixed the problem in 30 minutes. 2-10 didn’t seem to care. ANOTHER $55 later, the guy came out to try and fix it. He couldn’t figure out why it was sticking and decided to order another part. He ended coming out about three more times to try and fix this one problem, with anywhere between 2 weeks and 5 weeks between visits, ordering new parts each time. From the first day that he came out to look at the dishwasher until the last time, the process took OVER THREE MONTHS. Three months without a working dishwasher is unacceptable! AND it never was fixed. We ended up buying a whole new machine, simply because we were tired of dealing with the headaches.

I cannot recommend 2-10 home warranty to anyone and have been very displeased with their service and choice of local companies used. Both companies used had completely incompetent workers and delayed response and 2-10 did not seem to care.