2-10 Home Buyers Warranty [HBW] review: Hot water heater

I had filed a claim on a busted water heater on 09-07-2026. I contacted the office about the claim because they assigned the claim to a contractor who didn't answer or respond to the claim. I was assigned to another contractor who doesn't work on water heaters. After they reassigned my claim to the first contractor who didn't contact me, I decided to find a contractor on my own. The CSR told me that they doesn't have any other available contractor to provide the service. I had waited the 48hrs like they told me for a call back. I called several times for updates and status. The CSR gave me the number to the authorization department on 09-11 to call for approval on the contractor of my choice. I contacted the authorization department on 09-11-2026 to start the process of out of network. The accounting department informed me that they will need a dispatch number and the contractor has to call them. I called several times to get this process started but only receive from the CSR that the authorization department will call me. I waited on 09-16, 09-17 and 09-18 but no one had call me for approval. I had been without hot water for my home for 2 weeks. I had waited patiently to go through the process with 2-10 home warranty. Today, I found out they had merge with American Home Shield from the CSR. The CSR recommend me to send the work order from my contractor for approval via email. After email the work order, I received a response from the accounting department that they can't pre approve my work order and the dispatch number has been cancel. I had taken off work today to get a water heater installed. The process they have on file for authorization is a failure. This prevents a customer to get work done within the contract because they don't have contractors to serve you and they won't approve out of the network contractors. So you are paying for no service as the agreement on the contract.