2-10 Home Buyers Warranty [HBW]
reviews and complaints

re: Warranty # FL422-896

New construction house purchased Dec. '10 from Rockland Homes Builder (HBW Member #8804-4586) in Palm Bay, FL. The builder ignored reports.

Two Requests for Help made:
3/06/20 - was told "we don't cover bulging wall in MB (poor workmanship)", or uneven installation of interior doors scraping bottom thresholds; floor molding corners separating in corners and from the floor. It was extremely difficult to navigate contact with a representative of 2-10 online, and by phone. NO HELP

9/16/21 - was told by Staci, " you need to pay us $250 when submitting a claim" for CRACKS IN MB wall, and EXTENSIVE TILE CRACKING in MB bathroom. After homeowner paying the filing fee, at some time afterwards, a contractor will be contacted. At some time, the contractor will contact the homeowner for an app't to evaluate the reported damage, write up a report to submit to 2-10. Four to six weeks afterwards, 2-10 will determine
IF the damage is covered for repair! [protected]

I only received a Builder/Seller Application for Enrollment at closing & told that I have a 10 yr warranty on the house. I never received a New Home Warranty book after second request from seller and title insurance company. Staci emailed more detailed information regarding builder warranty coverage.

I SHOULD NOT NEED TO PAY $250 TO FILE A CLAIM!

I purchased a one-year home warranty policy from 2-10 Home Warranty Company of 13900 East Harvard Avenue, Aurora CA 80014 (Service agreement # [protected]; last renewed 9/23/20) and have been unable to obtain any warranty service for a claim that I originated on 3/14/21. I believe this company is fraudulently collecting warranty fees, while willfully intending (rather than out of neglect) to avoid fulfilling their claims. Insufficient customer service provides one mechanism for to avoid the filing, pursuit of, and fulfillment of warranty claims. Contracting with irreputable appliance companies accomplishes the same outcome; an unfulfilled claim. I filed three independent claims for the same warranty issue (icemaker failure) over the last 4 months; each claim no more without successful than the last. Each claim, approximately one month apart, involved a different appliance company subcontracted by 2-10 requiring an $85 visit fee to diagnose my need for a new ice maker; each company promising me that they would initiate an order for replacement. I attempted to reach each of these three companies 2-3 weeks after their service appointment to obtain an update. The first of the three companies (Fusion Air Conditioning; work order 8353261) never answered or returned my 10 calls prompting a second claim with 2-10. The second company (K G Appliance Repair Experts) whose phone number provided by me by 2-10 was not even an existing number, (even 2-10 couldn't reach them) prompted a third claim. That appliance repairman assured me it would take only 4-5 days to receive a new icemaker. Having not heard anything from this third appliance company (Daybreak Appliance Repair) after 2-3 weeks of their appointment, I also attempted to reach them over several days without success. I then contacted 2-10 and was misinformed by customer service that a new icemaker had indeed been ordered and was in route. Two weeks later, I was finally able to reach the 3rd company and I was informed that they no knowledge of an icemaker order, and asked me to refer all further inquiries back to 2-10. On June 30th, I had a one hour and 15 min call with a 2-10 customer service agent; all but 5 minutes of it placed on hold. I was told that there was actually no longer a replacement ice maker being manufactured, and that I would be receiving an email response within 4-5 business days regarding replacement of my refrigerator. Why was I not told in March that there were no replacement ice makers available? Why did it require 3 different companies to come to my house? I have had no source of ice since March.
Following 9 days without any such email responses, I was unwilling to waste another 1 hour on hold, so I sent a request on the 2-10 website for a review of my claim on July 9. This went unanswered. On July 12, I e-mailed a letter of complaint to their corporate office in Colorado, again without acknowledgement or response.
Over the last four-months, I have placed approximately 12 calls to 2-10 (average hold time was 30 minutes) and made approximately 40 attempts to reach these 3 appliance companies. I've wasted at least 5 hours of my time. I have read multiple similar complaints regarding this company online.

It has been over 1 year and my washer is still defective and still hasn't been replaced!
My first claim was July 2020.
It is now July 2021!
THIS IS RIDICULOUS!
I've paid $100.00 to three different appliance repair companies and I still have a broken washer. I except a refund from the first two companies.
I expect financial compensation from 2-10 for the MONTHS- MONTHS I waited for my washer to be repaired or replaced in a timely manner, as I had paid in full for their services.
Work order #'s that I have:
7867585 July 2020 Chesapeake Home was assigned to me. One visit.
Sept. 2020 Family First assigned to me. One, possibly 2 visits.
8138825 Nov. 2020 Long Lane Home Services assigned. 4 visits.

2-10 had agreed to replace my washer by July 5th. I called because the July 5th date was not met, they said it would be an additional 2-5 business days.
Tomorrow is July 12, five business days since the 5th. I haven't received a call about delivery.

Purchase department block my account not able to get anyone from that area to answer my call I was on hold for 2 hours no answer. Customer service sucks.
All I want is my hvac fixed after 3 weeks tring. As I write this I decided to try again to call and I am still on hold as of now it have 1 hour on. Is it to much to ask for this company to do what they are getting paid for.

I've placed a cancellation request and would like a full refund.

Details for cancellation:
2/5/21 request placed for dishwasher
2/10/21 JK Home performed the the service and came to the conclusion of replacement and closed the original work order
2/19/21 I had to call 2-10 because I was not contacted in "3-5" business days which resulted in no progress
3/4/21 I had to call 2-10 because i was not contacted in 3-5 business days which resulted in a rep informing me they will provide status update next week(the rep spoke with JK Home)
3/10/21 i received call from rep stating that a replacement is being processed and that i should hear from 2-10 with in 3-5 business days
3/26/21 I had to call 2-10 again because I was not contacted by the company.
I was made aware that replacement parts have been order and that a replacement was not being processed( 2-10 spoke with JK Home)
3/26/21 JK Home was not aware of replacement parts being ordered and shipped to them
4/14/21 JK Home arrived with defective parts(2-10 Spoke with JK Home)
4/15/21 I called 2-10 wanting either a replacement or buy out.
the rep informed me that they will need to contact JK Home again then submit and i will have to wait 3-5 business
i asked the rep to call JK Home while I was on line(done on previous calls) the rep informed me that they were unable to and that they were going to call JK Home and give me a call back same day
I call back hour and half later(because i did not get contacted) spoke with a another rep who informed that the call out to JK Home never took place and and they were not sure why the rep could not contact JK Home while i was online
4/23/21 called to cancel, after explaining the situation the rep asked for another chance in order to escalate and that I will be contacted in 2 business days I have yet to be contacted

In conclusion, I feel my request has not been taken seriously. I've called 2-10 a dozen of times. The customer service received has been very disappointing as I have never been contacted with-in 3-5 business days by the appropriate dept. This work order should have not lasted over 90 days. My requests have been escalated and still no progress.

after placing the cancellation request I received an email that I will be contacted 10-15 business days.

January 2021, I submitted a request to repair my built in jacuzzi. It stopped working for reasons unknown to me. It was getting power but the water from the jets appeared to backup in the tub. 2-10 sent an electrician who replace the GFI and stated I needed a Plummer. The Plummer 2-10 scheduled informed me that they do not repair jacuzzis. 2-10 assured me that they would search for a contractor to No avail. I was informed to search on my own and report them the findings to 210. I searched within a 150 mile radius to No Avail. February 9, Crown Bath Service, Orlando, FL informed me that older jetted bathtub parts have been discontinued; and recommend to replace the tub. I received an estimate for replacement (according to contract) and sent it to 2-10 portal. I was then told by Louie on March 24, that he would request "I-Net" search and someone would contact me accordingly in 2-3 days. After numerous phone calls, put on hold, wait time more than 30 minutes, "high call volume msg", no direct contact persons, and no email contact; I called again today April 16 and spoke with Louie again regarding the status of I-Net search. Thankfully he remembered our previous conversation. He stated that the I-Net search was cancelled April 9, for no known reason. I was certainly not notified. I asked to speak with a supervisor regarding the matter. About an hour later, Louie stated that a supervisor Oscar would call me back within 24 hours. As of today, no one can tell me what part failed in the jacuzzi.
Thank you for your assistance in this matter.

J LaStrap

I called in my problem on 2-9-21 to have my refrigerator fixed and explained to them that I am also a diabetic and needed to keep my insulin cool and that I needed my refrigerator fixed as soon as possible and it took a week for them to even get the company to come out to my home and look at it and then it took another week for them to order the parts to be delivered to my home and then it took another week for me to set up an appointment to have the tech they chose to come out a fix it and then find out that there is another problem with another part and so far have heard nothing since the tech stated that they do not make those parts anymore and the manager was supposed to let the warranty company know the problem and so now it is going to be another week and so now we are going on 4 weeks and still I have heard nothing from anyone about the situation and I have to store my insulin about 8 miles from my home at a friends home which is an inconvenience. I feel that the warranty company is doing me another dis service. Two summers ago they did the same thing with my air conditioner and that took 6 weeks to fix during the hear of the summer and they did not even apologize for that nor give me any compensation. I feel that they either need to have it fixed by this Saturday April 2, 2021 or replace it with a new one. I have found some on sale at best buy and so things need to be done and so far in the past two years I have had nothing but bad service and when I bought this warranty back in 2014 they were excellent but now they not shown any type of competence in getting anything done in the past 3 years. If not fixed by Saturday I will buy my own and turn in a bad report to the BBB. I am not going to pay the $100.00 service fee until the problem is fixed and if I have to buy my own then they will need to pay the company the fee. I hope that this matter can be resolved.

Sincerely,

James Gonzales

I purchased a Home Buyer's Warranty when I bought my home in July 2020. Since then the dishwasher control panel has gone out, and my refrigerator ice maker has stopped working. I purchased the "Supreme Buyer Coverage", which covers everything outline in their warranty agreement, including up to $3, 000/appliance replacement.

I have been dealing with 2-10 Home Buyers Warranty, since October 1, 2020 requesting repairs, for the control panel for the dishwasher and ice maker for my refrigerator. I've had three different appliance service companies come out and two of them cannot make the required repairs, and 2-10 HBW refuses to schedule an appointment with the 3rd service contractor, as they would have to wait on hold to schedule the appointment.

My call log:
10/1/20 called 2-10 requested service
10/9/20 called 2-10 requested service
10/19/20 called 2-10 requested service
11/17/20 called 2-10 requested service
12/4/20 called 2-10 requested service
12/16/20 called 2-10 requested service
1/4/20 called 2-10 requested service, they hung up on my call 4 times!

This company does nothing to be proactive for problem resolution, they do NOTHING.. I would not recommend using 2-10 HBW Co.

I called yesterday to report that I did not have any heat. They assigned me a contractor whom I have yet to speak to. This person everytime I call goes into voice mail. I am freezing as the temperature in my home keeps going down. I called 2/10 home warranty and they were useless. They will not assign another contractor until end of day tomorrow, which means I will be out of heat until at least Monday because no one comes on the weekend. I pay monthly for this service and feel that I am not being treated fairly. I feel that if you do not have heat it should be considered an emergency but they say it is not. So far they have been of no help in this matter.

Anna Senecal
1503 Paramount Lane
Sugar Hill, GA 30518
[protected]

About two months ago, I submitted a service request on a failed induction oven/cooktop. We didn't hear from anyone for about three weeks, so I checked the 2-10 web site and found that my service request had been cancelled. I called to see why, and eventually found out that the contractor assigned to contact us had been unable to do so — because 2-10 gave them an incorrect phone number!

The request was restarted, and a technician came out. He identified the problem and submitted an order for parts while at our house. He scheduled an appointment for one week later and said the parts should meanwhile be arriving by post at our house.

Two days before the scheduled appointment, he called to say that they had been unable to get the parts and that 2-10 was now handling the acquisition thereof. Again, nothing happened for several weeks, so again I checked the web site, and again found that my service request had been cancelled. I called to ask why. The person I talked to said, "Gee, I don't know why that was cancelled." She said all she could do was to initiate a new service request with the same contractor. She apparently did that, as someone from that contractor phoned us and set up an appointment. A week later, on the day of the appointment, we got a call from a technician from the contracting company — M & M Factory Service — who said he was on his way to our house. But in the phone call it came out that his understanding was that this was a brand new appointment, and he was coming out to diagnose the problem!

Eventually he called his home company and found out that, indeed, they had sent a technician out previously who had diagnosed the problem and ordered parts. But they had then discovered that one of the main parts needed was no longer available. So they communicated this to 2-10, who told them they (2-10) were going to make us a "buyout" offer: in other words, an offer of a flat payout to us in lieu of a repair. But 2-10 never communicated with us about any such thing!

When I called yesterday to explain all this, yet again, to one of 2-10's service reps, he seemed to take forever actually to grasp the situation. He kept repeating flim flam over and over. After nearly an hour of this, I gave up, and said, "Thank you for your efforts. Do whatever it is you're going to do, but I can't stay on this call any longer."

This morning when I checked the 2-10 website, I found that my service request was marked "Homebuyer Cancelled".

At this point I believe this company is simply crooked. It's hard to believe that any company could simply be that incompetent without intending to be.

I called in to report about my broken appliances (dishwasher, microwave, stove top) each item fire hazard dishwasher doesnt hold water and contorl panel doesnt work properly. My claim was made a month ago and I am still trying to get my items replaced. I havent been able to cook for month and I call every 5days and still no updates, I m tired

On August 14, 2020 I contacted 2-10 Home Warranty via email form. I requested service for my refrigerator. On August 17th I received an email confirming my name, address, etc. Nowhere did it say my request was being handled. I finally called them August 18th. I was told a contractor wasn't found and I would have to find my own! I hired Mr. Appliance and he came promptly and repaired the refrigerator problem. I have been calling 2-10 at the many phone numbers I have found and the recordings say there are 83 people ahead of me. This seems to be the standard response. I couldn't find an email address, a mailing address, nor anyone to speak with. I finally found an address in Colorado in a search engine. I am mailing my receipt to that address and hope someone responds. I will not be renewing my service agreement and I discourage anyone from contracting with this company.

A few weeks ago summer temperatures reached mid 90s and our AC stopped cooling. We placed a service request on 6/6/20 on the 2-10 online site. Internal temperatures reached 90 degrees in the house and we work from home due to Covid.

The contractor assigned (LK Mechanical) had been previously assigned when the same failure occurred the previous summer. The contractor had never reached out nor could be reached the previous time, and the same occurred again. After being unable to reach the contractor to schedule an appointment (90 deg still in the house), the warranty company said they could/would not assign the request to another contractor until the full allotted time had expired that the contractor could respond in since the request came at the beginning of a weekend. Meanwhile we're still baking. The warranty staff said that I could alternatively find someone myself to come out and fix the problem as long as I got the work authorized first. After contacting a local company, a technician came out on 6/11/20 to diagnose the problem. The technician proceeded to give me a broken down quote for both a required charge (refrigerant was low) and a coil cleaning. 2-10 claimed they would not cover the cleaning as that is considered maintenance ($124) but would cover the recharging the unit ($279 for 1.5 lbs of R22 plus labor and service call fee). I cleared the $279 pricing with 2-10 on the phone while the AC person was at my house. They notified me that the cost would indeed be covered minus a $100 service fee (I understand this is policy but it's appalling that the company requires you to pay the $100 service fee when they fail to get or arrange a contractor and your forced to make the arrangements yourself). I was frustrated that after paying $750 days earlier to renew the warranty, on a $400 work total, 2-10 was only going to pay $179 after we've been cooking in our house to attempt to save some money by using their service. I accepted the result gave the ok to do the work and submitted the invoice.

Yesterday 6/25/20, I received a check from 2-10 for $37... I spent 2 hours on the phone with their claims department and was not helped in anyway by Tamika a supervisor after discussion with the floor operator went nowhere.

Tamika explained a few things: 1) Although the work to charge the unit was authorized (and price was given over the phone to do so before work was done), the company would only pay $137 for a refrigerant charge, minus $100 so I was eligible for $37 because I used an out of network contractor 2) The company will not assign a different contractor even at the homeowners request until the full time has expired by which the contractor has to respond. This is inflexible and doesn't matter if the house is 90+ degrees and your working from home with children and have had previous bad experiences with the assigned contractor.
3) Even though it had been 4 days of 90+ degrees in the house and their contractor had not responded and they would not assign a new one (at which time the clock starts over), I was not "forced" to find my own contractor and therefor there's nothing that the company was willing cover past $37 on a $400 fix days after I payed $750 for "Supreme Coverage".

At this point I just feel scammed.

I purchased the agreement on 4/19/2020 and they had a 30 day wait so the effective date was 5/19/2020. Unfortunately I had to request a service claim on 5/31/2020 for my ac not blowing cold air, where they eventually denied it after a contractor came to diagnose saying that there was a job done related to the mentioned claim. They should understand that we moved in two years ago to a house that's not brand new and according to their q&a facts (see attached copy) that it doesn't matter how old is the home as long as the equipment/appliance is working, I can attest that the ac unit has been working fine since we moved in; according to 2-10 the contractor said that there might be a job done prior, we wont know that history since as mentioned it's not a new home. Talking about inspection, also in their q&a facts (see copy attached) they do not require inspection and still they denied our claim. I have been a customer for so long since our other home in 2006 and they can see my claims history that I only filed claims once or twice when it was really necessary.

They advertised that having a warranty gives us peace of mind but that's not true, all we have is worry and frustrations. To top it all it's so hard to contact them, you have to have a lot of patience and time to be able to wait and get a hold of someone.

There's not even an option to cancel our agreement online and I want to get out of the contract.

I have paid for this warranty system for years and have never filed a claim before this week. Filed a claim for furnace repair. 2-10 Home Buyers sent out a company that is a scam service and took my money and never fixed my furnace. 2-10 Home Buyers represents themselves as helping the consumer, that is a lie. This company was no help whatso ever and they also have taken money and not provided the service that they claim too.
THIS IS ONE OF THE BIGGEST LEGAL SCAMS OUT THERE! DONT FALL FOR IT AND WASTE YOUR HARD EARNED MONEY! They told me they would have a customer advocate call me and they never did, they just continue to put you in the phone tree and reconnect you to people who are no help or who have no authorization to help with claims and or problems.
Cancelled this warranty. My furnace was fixed effectively by K&R Heating

Be very wary of this company. I needed a faucet replaced in my kitchen the bolt had broke off, and missing. When I called 2-10 and explained what the problem was about the bolt, the customer service agent was very understanding and would get a plumber out to the house as soon as possible which was the next day. Just a side note I have supreme coverage and on the first line of the first paragraph it states that it does indeed cover faucets.
However when the plumber arrives and looks at the faucet and concurs that yes a bolt is missing, calls 2-10 and they denied the claim as they don't cover missing parts. But that however is stated in a totally different part of there agreement. Total bait and switch. On top of there an annual fee of 823.00 a year. They also want to charge you a 75.00 dollar service fee for a service they may or may not cover.
Their just out to take your money.

I noticed my refrigerator was not cooling as expected, I went to the 2-10 website and submitted a claim. This was on a Saturday around Noon,

On Sunday I called 2-10 and was informed the contractor they had selected had until Monday to call me. I instead called them at 8am Monday and was told someone could be out on Tuesday.

Tuesday they did send a repair person who determined what the problem was. Mac however did not turn in his paperwork, and as of Wednesday afternoon that hasn't been done yet. So 2-10 can not authorize a repair, a small fan that circulates air from freezer to frig. Tomorrow is Thursday, the earliest they can order the part, no calls weekends.

I did get a callback, It will be at least Monday before the part is received. WHich means Tuesday would be the earliest they can come out and replace the part. But I was told it could be Friday if the part is delayed in a shipping.
No Refrigerator for all that time. That's not acceptable.

So I am still waiting, I wish I had gotten some better coverage from someone else, Or that I would have just called for repair directly. But then I would know this is not good coverage for the money, this 2-10 process is too slow, Contractors just don't care and didn't provide me any quick service at any point. I have cancelled my coverage with them.

Alex in Denver asked me to measure where my microwave goes to ensure they replace with the correct product. I told him I'm not a contractor and I will not measure anything as I've already paid a contractor they sent $80. The warranty company should be communicating with the contractor and not asking the homeowner to measure anything. I asked to speak to a manager and was told no they refused to get on the call. I initially called about all of this Sep 10and had to call back Oct 1st as no one ever called back. I'm appalled how I've been treated and Um still sitting here with a broke microwave with no idea of what to replace it with.

Stay clear on this company. They will do what ever it takes to not get your AC fixed in a timely manner. Called on 6/22/18 about ac not cooling, which was a Thursday and the heat was upper 90's. The first contractor couldn't come out for 2 weeks. Called and told the to find another. They came out the following Tuesday added freon. Thursday it was not cooling again. They couldn't come out again till the next Monday - again heat in the 90's to 100 degrees. Said they should be able to get the part and fix by next week. Well July 4th week came and went. I called and they were waiting to hear back from the contact on the dimensions - they waited a week and had no intentions of following up. Finally get what they need and still another week to get it in. Mean while we are in heat wave and can't sleep upstairs. We had to purchase a portable ac unit so we can crowd the family in one bed to survive. They have no respect for human life and the disruption they cause by trying to put bandaids on a 2002 AC unit.

Filed two claims with 2-10 home warranty company .Techs troubleshoot the problems and recommended follow up visit with extensive repair. Purchasing called to look for replacement appliance. Got a nasty call from customer service that they are rejecting both of claims because it may be pre-existing condition. Talk to manager and supervisors but both rejected my arguments. Today I'm canceling my service contract and will never deal with them and will ask my friends to do the same! Pathetic customer service