2-10 Home Buyers Warranty [HBW] review: Home warranty supreme coverage plan

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.