Comments on: 2-10 Home Buyers Warranty

By: D Messel, Knoxville, TN

D Messel, Knoxville, TN — Fri, 03 Feb 2012 05:39:30 +0000

Water heater leaking all over basement @ 6pm. Called my brother (H&AC exp). Got new unit from Home Depot which my husband & brother had installed by 8 pm.

At that time, warranty was not even on my mind–just cleaning up the basment & getting a new unit in ASAP.

I contacted 2-10 by phone on the 24/7 number, was given another number to call the next am. Called that number was transferred 2 more times.

Then I got to speak with Annette, who told me no, because I hadn’t notified them first. I told her that I had been a customer for 7 years with 1 claim, paying them appoximately $4000 during that time. I assured her that I only wanted reimbursement for the actual water heater. She told me she ws sorry, she knew how I felt, but no.

Requested cancellation of service & refund of prepaid money. No, I had to submit that in writing. I’m done with 2-10, and I’m telling everyone I know.

If there are no exceptions to their policies, I’m better off putting my money in savings account in the event I need work done. At that rate I would have been about $3500 ahead.

Great customer service!?#@$

By: David Dodd, Rock Hill, SC

David Dodd, Rock Hill, SC — Fri, 27 Jan 2012 16:11:24 +0000

I have had the service for 4 years now. I originally received the warranty when I purchased my house of 12 years. During the first year, I had the water heater replaced. I was a little worried about the service because of claims of home warranties not fulfilling claims. The claim went through, and I received a new water heater. The claim process was like this. I submitted the claim it took to the next business day for the work order to get to the service center. They usually call the day they receive the claim. Once the service person recognized I need a water heater, he took pictures of the unit and wrote up reasons why I need a water heater. The next business day I had the unit installed. So, it took three business days to get the claim processed. After this claim, I have purchased the warranty each year after. I usually submit an average of 2-3 claims a year. I have yet to have one claim turned down. The only thing I have run into that the company would not replace was an Ice maker on a refrigerator (which I did not submit a claim for after talking with Customer Service) and I was requested to pay an environment fee ($50) for a heater exchange (Btw… The HVAC service said would cost $2600 to replace the heater exchange, and I paid $50 Trade fee/$50 Environment fee). The warranty has additional options you can purchase to cover an ice maker and other small items. But in the case of the ice maker, I purchased the ice maker myself and installed it into my refrigerator for less than $100. Over the years, I have seen the customer service get better. The website has become very easy to submit a claim, and I have noticed the claims are processed through the website faster than a couple of years ago. I normally submit a claim now during business hours, and I get a call from the service generally the next morning or the same day. I have had claims submitted in the morning and a service tech at the house the same day. I cannot pick the service company, but I have had service companies provide bad service, and I call customer service with the complaint. Usually, they will cancel the work order, and call another service provider.

By: Michael Isabel

Michael Isabel — Thu, 26 Jan 2012 00:50:34 +0000

So I have filed 3 claims with this company. My house is 125 years old and thought I should have a home warranty since it was supposed to cover many things. The main problem I have with this company is very simple Just getting a contractor assigned and actually show up has been horrendous. Last claim I filed just today was for my furnace has stopped working. It’s 31 oustide and I was put on an emergency queue list. I was told to call back in 4 hours if nobody contacted me. When I called back the service rep said “Sorry can’t find anyone in your area”. So why do I pay money to this company just to be told I could find someone myself and pay for it then submit a claim to “Maybe” get rembursed. Last time I filed a claim for an air conditioning issue i was told flat out by the contractor they assigned my claim to that they refuse to come out because they were in litigation with 2-10 for not getting paid for their work. This company like most insurance companies are quick to cash your checks for premiums paid but when it comes time to file a claim they are just plain worthless.

By: Alison K, Atlanta GA

Alison K, Atlanta GA — Tue, 24 Jan 2012 10:25:22 +0000

This is the worst company I have ever worked with in my life. I had standing water in my living room. I called 2-10. They sent out this hack plumber who jackhammered my living room floor to see if that was where the leak was. It was not. The guy randomly started cutting holes in the drywall around the bathrooms, broke my master tub drain fitting, charged me over a grand, and left. I have since had 2 plumbers out who told me that this guy scammed me, and the work he did was unnecessary and destructive. 2-10 disavows any wrongdoing (they have no standard for their subcontractors, only that they are licensed and insured).I have filed a complaint with the BBB on the plumber. I am taking both the plumber and 2-10 to small claims court because of the damage they did to my property. I have repeatedly asked for their registered agent in my area and their customer dis-service reps did not seem to understand what that is. The office of the president did not even provide me with this information when I asked. I had to go to the secretary of state.

It amazes me that companies like this can stay in business. Stay far away from this racket.

By: Gary Howard

Gary Howard — Sun, 15 Jan 2012 00:00:25 +0000

Just a word of caution, If you find positive reviews in the midst of many negative reviews the positive may have been put in by employees and or company owners. I would recommend you verify any home warranty company with the BBB and the State Attorney Generals office

By: Rich H Arizona

Rich H Arizona — Fri, 13 Jan 2012 15:00:07 +0000

When they do cover repairs, things go ok. If there is any question forget it. Very poor first level service and second tier is unresponsive and wants to call you back. Guess what, they never do. I have been waiting for two months for a response and still continue to call. There has to be a better company out there. When good, good. When bad, very very bad.

By: Julieta Ozan

Julieta Ozan — Tue, 03 Jan 2012 19:26:19 +0000

I called 2-10 Home Buyers Warranty to find out how to file a Structural Defect of the roof framing system which was not pitched correctly and pools water – and when water sits on the roof, it creates problems (in time) with water seepage. The rep first wanted to deny coverage – stating it was a “workmanship” issue and not a structural issue. When I told her that the booklet clearly states that “Roof Framing Systems” is in the Structural Defect list – she said, “It has to make the home unsafe, unsanitary or otherwise unlivable.” When I asked if getting rained upon was considered “livable” she said “YES” !!! This is like a MAFIA!

By: RB, Vienna VA

RB, Vienna VA — Sat, 31 Dec 2011 12:45:02 +0000

I am a service member deployed to Afghanistan since last year (and am still here) and am still annoyed at 2-10′s refusal to even consider working with us on our approx $250.00 claim for our over the stove microwave which broke earlier this year (and my wife had fixed not knowing at the time that it was covered).

In this extenuating circumstance, 2-10 was totally inflexible in either investigating the issue or assisting my family considering 1) I am deployed to Afghanistan, and 2) my wife was completely honest in seeking mitigation and admitted that she didn’t know, offered to provide documentation, etc.

Given that we pay our bill every month on time and in advance and have made exactly 1 claim in the past 3 years (for a broken washer [which btw was also a pain to deal with-in that case it took 3 weeks and my calling all the time to get reimbursed]), the corporate rigidity and lack of consideration on the very reasonable issue listed above has totally turned me off to 2-10 and as of today I categorically would NOT EVER recommend them to anyone.

I am sure I speak for the group here when I say that it is extremely frustrating to pay a monthly fee for a home warranty that hardly ever gets used, and then when something actually does happen, the warranty company assumes foul play is at hand (because we didn’t call them first) and goes cold on the customer.

Naturally, now that it’s renewal time 2-10 is actively calling and emailing me to renew their “very valuable service.” Had 2-10 assisted my wife as actively and diligently as it is seeking our business now I would be more than happy to renew our policy hands down.

As promised them in my last email to their “customer service” rep, I am looking for a better option than the mediocre at best service from 2-10 (to date I have yet to receive a response). Exactly 1 single claim in 3 years, all bills paid on time, and this is the service we get? Keep in mind, this all happened months ago and I only became annoyed again when I saw how aggressively and diligently 2-10 has been pursuing us to continue our warranty. All we requested was reimbursement of the maintenance, not even the service fee (which was $99.00.)

I am sure that more people have been treated this poorly by 2-10 as well and I encourage them to write to this forum and spread the truth!

Thank you for listening and Happy New Year!

By: Sierra Vista AZ

Sierra Vista AZ — Thu, 29 Dec 2011 22:35:33 +0000

I’ve only tried to file one claim with them. It is the worst experience that I have ever had dealing with customer service. They were rude to me on the phone and hung up on me, they told me I was not able to speak with representatives and that I had to submit emails only, they said they never heard back from the contractor so they just couldn’t do anything about it, and I waited over twenty days for this problem to be fixed. Then they decided it wasn’t covered. They are unprofessional, slow, and rude.

By: Christina, South Elgin, IL

Christina, South Elgin, IL — Wed, 28 Dec 2011 21:17:34 +0000

Wish i had seen these reviews first. I have had claims denied for my well pump, my septic pump, my ejector pit pump, the pressure tank, and now they are refusing to replace a unit that their contractor replaced 4 years ago that has now again burned out… but they cant exactly explain why – their answer was to talk to a licensed plumber about why they would not cover it… i thought the plumber they sent was licensed, but apparently not? They want ME to contact their contractor to find out why they denied my claim. The ‘in house plumber’ couldnt get on the phone to talk to us, and then they took it ‘in the back’ (we are on the phone, seriously) and came back with the same answer. we are not covering it. In HUGE letters on the front of our contract it says “Don’t worry – You’re covered”. Not so far… what am i paying for, again?!