Important information
- Customer Complaint:
On October 25, 2021, BBB recognized a pattern of complaints from consumers regarding customer service and service issues. Consumers allege when calling the company they are put on extended hold times, ranging from 30 minutes to 2 hours; receive limited communication, i.e. consumers not receiving claim updates as needed or requested and report unreturned phone calls after escalation requests. It is also reported by consumers there is unclear communication about the role 2-10 plays throughout the claims process.
On November 17, 2021, 2-10 Home Buyers Warranty responded to Better Business Bureau concerning the pattern of complaints. 2-10 Home Buyers Warranty is working with BBB to eliminate the underlying pattern of complaints by accomplishing the following:
1. 2-10 Home Buyers Warranty's position regarding the concerns and allegations outlined in the pattern of complaints
“2-10 Home Buyers Warranty (2-10 HBW) is committed to providing world-class products and service to our customers. We process hundreds of thousands of successful claims a year from our valued customers. Unfortunately, we have been affected by global supply chain issues that have impacted both 2-10 HBW and the Home Warranty Service Agreement industry overall. Like many companies, 2-10 HBW is also facing the consequences of a labor shortage, which has negatively impacted our ability to respond with the timeliness our customers are accustomed to.
We acknowledge the BBB’s concerns about a pattern of complaints regarding service and are taking every action we can to fulfill our commitment to our customers. We value our customers’ feedback. It has been a driving force behind the many changes and improvements 2-10 HBW has already made and will continue to make to provide the best experience possible.
Our goal is to do the right thing for our customers. Despite both industry and nationwide challenges, 2-10 HBW is implementing even more robust programs to provide the world-class customer experience our customers deserve.”
2. Steps 2-10 Home Buyers Warranty is taking to address these issues:
“Many of the complaints in the outlined pattern revolve around problems of timeliness and communication. We are always working to improve customer experiences and the claims process. We have already taken the following steps to help our customers understand their claim status and complete their claims timely and effectively.
Reducing hold times and simplifying claims submissions. 2-10 HBW has developed new strategies to reduce hold times and give our clients more power throughout the claims process. This includes providing clearer access to claim-status updates and self-service tools to better serve our clients throughout the claims process. For example, we implemented an Action Center in all of our customers’ online accounts. The Action Center allows customers to (a) file claims online, (b) contact their Service Contractor directly for status updates, (c) request sooner service, (d) submit documentation, and (e) escalate claims when necessary.
Expanding our systems. By investing in our people and systems, 2-10 HBW provides customers more ways to communicate with us, especially online. We foresee that this investment will reduce escalations and provide an improved claims experience.
Clarifying 2-10 HBW’s role in the claims process. 2-10 HBW’s role in the claims process is to determine whether a system or appliance failure is covered under the homeowner’s Service Agreement. We then provide the homeowner with financial relief for Failures to Covered Items. 2-10 HBW pays the same amount for Failures to Covered Items whether a homeowner uses a contractor that 2-10 HBW has a pricing agreement with or a contractor of the homeowner’s choosing (which generally means homeowners will pay more when they choose to use their own contractor). However, 2-10 HBW always tries to use a contractor with whom 2-10 HBW has a pricing agreement to ensure that homeowners benefit the most from their Service Agreements.
Our product descriptions and Service Agreements define the claims process and terms relevant to the process, along with our role in the process. We update such language whenever we see common confusion about the terms.
We’re leveraging our relationships with wholesalers to source systems and appliances, and their Components; our independent Service Contractors to diagnose and address Failures to Covered Items; and our internal leadership teams to provide quality coverage at a palatable price to our prospects and clients.”3. Company’s position regarding the advertised claims:
“2-10 HBW updated all links to the BBB website to the specific pages requested by the BBB. All references to our BBB rating have been removed to avoid any fluctuations that may occur in our rating. The 4.3 out of 5 rating that the BBB inquired about is from another rating website, Avid Ratings, which we also removed to avoid any fluctuations in that rating."On May 23, 2022 BBB recognized an additional pattern of complaints from consumers reporting they are denied an appliance replacement even if the part needed to repair the item is no longer in production.
On May 27, 2022, 2-10 Home Buyers Warranty responded to this new pattern with the following:
"2-10 Home Buyers Warranty prides itself in helping homeowners address breakdowns in the complex systems and appliances that they depend on daily in their home. No doubt these problems can be disruptive to a homeowner and hard to solve. Often, the most efficient and timely solution is to repair the broken system. Repairs, which are more sustainable solutions, can also avoid undue delays associated with the lack of replacement systems and appliances due to continuing supply chain disruptions and shortages many communities are experiencing. We are also seeing these supply chain disruptions, and related decisions by manufactures and suppliers, impact the availability of parts needed for a repair. While we continue to make an exerted effort to source parts from a variety of sources, when a part needed to make a repair is not available, it remains our policy to replace the broken system or appliance (if a replacement unit is available). Of course, in such situations customers may receive (and often prefer) a cash offer in lieu of the repair or the replacement."
Complaints
Customer Complaints Summary
- 802 total complaints in the last 3 years.
- 202 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 14, 2025, I filed a claim with 2-10 Home Buyers Warranty under my Supreme Coverage Plan after my central A/C system failed. Their approved vendor, **********, diagnosed the failure as a broken condenser top frame a clear, covered mechanical failure. However, the required part is no longer manufactured, and 2-10 admitted the condenser unit cannot be repaired or replaced individually because standalone condensers are no longer sold.Despite this, 2-10 has offered only $1,359.48, claiming the evaporator coil did not fail and refusing to authorize a full system replacement. However, the evaporator coil would only need to be replaced because the condenser cannot be purchased or installed alone. This is a result of a covered failure and market conditions not a mismatch or upgrade request and therefore does not fall under the **** Plus exclusion.They are misapplying their contract terms to avoid a full replacement. I have made multiple written attempts to explain this clearly, but 2-10 continues to repeat the same stock response and has not resolved the issue.I am requesting either:1. A full system replacement (condenser + compatible evaporator coil), or2. A revised cash settlement that reflects the real-world cost of restoring cooling service, which is approximately $6,000$7,****** of today, over 6 weeks later, I still have no working air conditioning
Business Response
Date: 07/01/2025
July 1, 2025
******* *.
BBB
********************;
Meridian, ID *****
RE:Cyrus Shokraii; Our Plan No. ********; BBB Complaint Case No. 23524057
Dear ******* *.:
2-10 Home Buyers Resale Warranty of Virginia, **** (2-10 HBW) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed 2-10 HBWs records with regard to Mr. ********* complaint. Ingair reported to 2-10 HBW that the condensing portion of the air conditioning system failed and 2-10 HBW authorized the replacement of the condensing unit. There were some items necessary for the replacement that are not covered by the warranty plan, including permits, upgrades to current code requirements, modifications necessary to install replacement equipment, and the replacement of the evaporator coil for compatibility. Section B.1 of the warranty plan states that 2-10 HBW is not responsible or liable to upgrade equipment, components or parts due to the incompatibility of the existing system and appliances with the replacement system, appliance or component thereof.
In the alternative to having the replacement of the condensing unit completed by Ingair, 2-10 HBW offered Mr. ******** the option of accepting cash in lieu of 2-10 HBWs cost of the authorized replacement, up to the amount of $1,359.48. Section A.a.ii of the warranty plan states that if 2-10 HBW elects to provide cash instead of performing a repair or replacement service, the amount will equal the amount that 2-10 HBW would pay for parts and labor for covered service based upon our contracts with independent service contractors. This amount is usually less than retail cost or the members actual cost. Based on the terms of the warranty plan and the information provided to 2-10 HBW, I find that the member was rightfully offered these options and 2-10 HBW is not liable for any additional reimbursement with regard to this matter.
Thank you for your assistance with this matter.
Sincerely,
*** *.
2-10 HOME BUYERS RESALE WARRANTY OF VIRGINIA, INC.Initial Complaint
Date:06/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a home warranty. I called to report my washing machine was not working. A company by the name of ******* applicance came out and I paid them the ****** fee on June 10th. They told me a I need a new washing machine. They submitted the information to 2-10 home warranty and I have not receive any updates other than 2 times I have been told it takes 3-5 business days for 2-10 to make a decision (which I have had to call twice and ask about). As of today I called for the 3rd time and I was told again an email was sent to the claims department and it would take another 3-5 business days to let me know whether they will fix the washing machine or replace it. They can't connect me to any kind of manager and I just don't want this to drag out another two weeks.Business Response
Date: 07/01/2025
July 1, 2025
******* E
Resolutions Lead
********************************************************************
RE: ***** *******; HBRWC Plan No.12252961;BBB Complaint Number: 23521837
Thank you for making American Home Buyers Warranty Corporation (HBRWC) aware of our customers issue through the **********************. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.
I have reviewed HBRWCs records and found that Ms. ******* was sent replacement options for the washer on June 30, 2025
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
Schawanna B.
Claims Management & Resolution Department
*******************************************************
*********************;Initial Complaint
Date:06/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been dealing with a faulty HVAC system since April 26, 2025. Three separate HVAC companies have evaluated the unit and all confirmed it needs full replacement. The system is over 22 years old, and according to the technicians, the previous homeowner had tampered with the wiring to bypass certain components, creating unsafe conditions.On April 26, I experienced a carbon monoxide leak. The gas company had to come out and shut off the gas supply. During their visit, they also identified issues with the furnace. I immediately contacted 2-10 to dispatch a technician, but they could not schedule anyone until at least the following Monday. Due to the urgency, I hired an outside contractor ($250) who arrived the next day. He was able to temporarily get the system running but emphasized that a full replacement was necessary.On June 12, the system failed again. A technician replaced the capacitor, but before that could be done, there was no power to the unit, requiring an electrician visit that cost me $268. The next day, the capacitor was replaced at an additional cost of $250.Then, on June 21, the system failed yet again. No one was available to service it until June 23, forcing my family to stay in a hotel that weekend ($102). When we returned on the 23rd, the system was still not working, resulting in additional hotel expenses of $62 per night since then.Despite repeated calls and attempts to get this resolved, 2-10 has yet to take meaningful action to rectify the situation. I am extremely frustrated. I am paying for a service that I cannot use. Today the outside temperature is 99 degrees, and my thermostat read 87 degrees inside the home on Monday. I have not returned since, as the conditions are unsafe for my two small children.I am demanding immediate resolution. I deserve answers, and more importantly, I deserve to have my HVAC system replaced. No family should be forced to live in these conditions especially when paying for warranty protection.Business Response
Date: 07/01/2025
July 1, 2025
******* *.
BBB
********************;
Meridian, ID *****
RE:******* ****; Our Plan No. ********; BBB Complaint Case No. 23518155
Dear ******* *.:
Thank you for making 2-10 Home Buyers Resale Warranty Corporation (2-10 HBW) aware of our members issue through the Better Business Bureau. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.I have reviewed 2-10 HBWs records with regard to Ms. ***** complaint. The member was authorized by 2-10 *** to locate a company of her choosing to diagnose the air conditioning issue. 2-10 *** has authorized repairs as covered in accordance with the terms of the warranty plan. Ms. **** has submitted invoices for the replacement of the system and has been advised that the authorized reimbursement is in process.
Thank you for your assistance with this matter.
Sincerely,
*** *.
2-10 HOME BUYERS RESALE WARRANTY CORPORATIONInitial Complaint
Date:06/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On three occasions I've called requesting repairs. Each time I was told they had no one in network.Business Response
Date: 06/26/2025
June 26, 2025
Whitney W.
BBB
2340 S Eagle Rd
Meridian, ID 83642
RE: Dereck Johnson; Our Plan
No. 12228048; BBB Complaint Case No. 23507216
Dear Whitney W.:
Thank you for making Home Buyers Resale Warranty
Corporation (“2-10 HBW”) aware of our member’s issue through the Better
Business Bureau. We take customer satisfaction very seriously and appreciate
this matter being brought to our attention.
I have reviewed 2-10 HBW’s records with regard to Mr. Johnson’s
complaint. Our records indicate that service has been requested on two
occasions. On December 18, 2024, service was requested for an electrical issue.
2-10 HBW was not able to locate a company diagnose the issue in a timely
manner. Therefore, the customer was offered the
opportunity to have his own licensed and insured company come to the home to
diagnose the issue. Mr. Johnson was instructed to have
the company contact 2-10 HBW with the technician’s detailed diagnosis of what
caused the issue, as well as an estimate of the cost to complete the repairs,
as the company would need to obtain authorization from 2-10 HBW prior to
completing repairs at a cost greater than the limits provided to the member.
2-10 HBW did not receive further contact from the member or a company of his
choosing with regard to this matter.
On
June 20, 2025, service was requested for a clothes washer. 2-10 HBW was not
able to immediately locate a company to diagnose the issue. Prior to the
company locating a technician or offering other options, Mr. Johnson elected to
cancel the warranty plan. The warranty plan was cancelled at his request. Based
on the terms of the warranty plan, I find that 2-10 HBW is not liable for any
reimbursement with regard to these issues. As a courtesy to resolve this
matter, although not liable to do so, 2-10 HBW agrees to review invoices from
licensed and insured companies of the member’s choosing for the repair of the
electrical and the clothes washer. The requested information should include a
breakdown of costs incurred for the repairs, as well as each technician’s
diagnosis of the cause of the failures. When 2-10 HBW has received and reviewed
the requested information, Mr. Johnson will be further advised of our position.
Thank you for your assistance with this matter.
Sincerely,
Kim T.
2-10 HOME BUYERS RESALE
WARRANTY CORPORATIONInitial Complaint
Date:06/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Placed a service ticket on 5/15/2025 for plumbing issues. 2-10 assigned an unreliable contractor to me which ended up with a very bad experience. So I used my own contractor to fix the plumbing. Filed complaint with 2-10, I was told that 2-10 will refund me $85 trip fee. As I was selling the property, I asked 2-10 to send the refund check to my new address and confirmed it with 2-10. However, one month has been passed and I haven't received it. Called them today, I was told that their accounting ignored the new address and sent check to my old address. I was told that they will void the check and re-issue a new one to my new address and there will be another month wait.I file this complaint to request 2-10 to refund my the last 2 month policy price plus the $85 trip fee to compensate.Business Response
Date: 06/26/2025
June 26, 2025
Whitney W.
BBB
2340 S Eagle Rd
Meridian, ID 83642
RE: Hao Zhao; Our Plan No. 1203881;
BBB Complaint Case No. 23505794
Dear Whitney W.:
Thank you for making Home Buyers Resale Warranty
Corporation (“2-10 HBW”) aware of our member’s issue through the Better
Business Bureau. We take customer satisfaction very seriously and appreciate
this matter being brought to our attention.
I have reviewed 2-10 HBW’s records with regard to Hao Zhao’s complaint. Service
was requested for plumbing issues and the request was dispatched to Tritz
Plumbing to provide a diagnosis. The company reported to 2-10 HBW that a faucet
failed and needed to be replaced. However, the member did not purchase coverage
that included the faucet replacement, as this coverage is only included in the
Supreme Coverage package. The technician further reported that portions of the
lawn sprinkler system had failed. Sprinkler systems are not covered by the
warranty plan. Therefore, coverage to repair these failures was denied in
accordance with the plan terms.
As a courtesy, 2-10 HBW agreed to refund the service fee that was
rightfully paid for the plumbing request. 2-10 HBW’s Accounting Department has
confirmed the address where the reimbursement should be sent with the property
manager. 2-10 HBW is not liable for any
reimbursement of warranty plan fees.
Thank you for your assistance with this matter.
Sincerely,
Kim T.
2-10 HOME BUYERS RESALE
WARRANTY CORPORATIONInitial Complaint
Date:06/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
6/4/25: Initial warranty claim (Srvc Agreement #: NATRv1U-12271320R); 2-10 HBW work order #********; assigned to ****************************** (RCH&A)6/5/25: Technician completes diagnosis, frozen coil. System defrosted overnight.6/6/25: RCH&A technician conducted diagnostic per 2-10 HBW protocol which included checking refrigerant, refilling and adding leak-fix. Unit cooled back down over night.6/9/25: Coil was freezing again and temp rose in house to over 80 degrees; Called 2-10 HBW back to inform of the same issue; New work order #******** 6/10/25: Technician diagnosed leak in upstairs coil. ***** put in parts request with 2-10 HBW.6/11/25: 2-10 HBW phoned me concerning uncovered costs which had to be accepted prior to ordering parts. Costs were accepted.6/12/25: Notification of part order via email; estimated arrival 6/16/2025.6/17/25: Contacted RCH&A; informed part delivered was a Lennox coil; RCH&A does not install these on non-Lennox air conditioners; known issues of system incompatibility during and after install; repair company refused delivery and sent part back; escalation request submitted to 2-10 via phone. I was told that 2-10 *** had a 3-5 business day review process even though they see they ordered the wrong part. I asked for a supervisor; told that a request would go in and supervisor would contact me in 3-4 business hours. No call.6/18/2025: Contacted 2-10 HBW at 10:30 AM Eastern; purchase order for the correct part still not created; was told review process was to ensure they dont order the same wrong part again, and supervisor still was not available. Contacted 2-10 again at 2:46PM with same answers as morning. At 4:05PM I missed a call from the Supervisor, called back at 4:27PM Eastern and was told that supervisor had left for the day; no purchase order for the correct part. 2-10 *** provided option today for a cash offer where I would get a repair company by myself and 2-10 HBW would pay me ~$930.00.Business Response
Date: 06/23/2025
June
23, 2025
Whitney
E
Resolutions
Lead
[email protected]
RE: Gerald Collins; HBRWC Plan No.12271320;
BBB Complaint Number: 23490261
Thank you for making American Home Buyers Warranty Corporation (“HBRWC”) aware of our
customer’s issue through the Better Business Bureau. We take customer
satisfaction very seriously and appreciate this matter being brought to our
attention.
I have reviewed HBRWC’s records and found that Mr. Collins accepted the cash in lieu on
June 19, 2025.
Thank
you for your consideration.
Sincerely,
American
Home Buyers Warranty Corporation
Schawanna
B.
Claims
Management & Resolution Department
3400
Players Club Pkwy., Suite 300
Memphis,
TN 38125Initial Complaint
Date:06/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint due to 2-10 Home Buyers Warrantys negligence in resolving a plumbing issue, which directly resulted in mold growth under my kitchen sink. Despite multiple service requests, it took over a month for 2-10 to properly address the ************ is a summary of events:The first ******* dispatched by 2-10 checked the dishwasher, ordered a part.The second ******* failed to show up twice and was later removed from 2-10s service network.The third ******* arrived completely unprepared, brought no tools other than a shop vac, and had to use my personal auger. He was unable to resolve the issue.The plumbing issue was finally addressed over a month later, and by that time, mold had developed under the sink due to the unresolved leak and standing moisture, this was mentioned by the 4th and final ******* dispatched who suggested I get remediation.I submitted a request to 2-10 asking them to take responsibility for the mold remediation, but they refused, stating that mold is not covered under my planeven though their delays directly caused the damage, this is clear negligence This issue was entirely preventable had 2-10 dispatched a competent contractor in a timely manner. Their negligence has now created a health hazard in my home. I believe they should be held accountable and cover the cost of mold remediation.Desired Outcome:I am requesting that 2-10 Home Buyers Warranty:Accept responsibility for the mold damage Cover or reimburse the full cost of professional mold remediation under my sink.Supporting Documentation Available:Timeline of contractor visits and delays Photos of mold damage Communication records with 2-10 Receipts and claim numberBusiness Response
Date: 06/23/2025
June 23, 2025
Whitney
E
Resolutions
Lead
[email protected]
RE: Lan Dinh; HBRWC Plan No. 12313133; BBB Complaint Number:
23482024
Thank you for making American Home Buyers Warranty Corporation (“HBRWC”) aware of our
customer’s issue through the Better Business Bureau. We take customer
satisfaction very seriously and appreciate this matter being brought to our
attention.
In
accordance with the service agreement under when is a service available it
states we cannot guarantee immediate Service or coverage in any situation, so
the homeowner should take reasonable precautions as you normally would in an
emergency. The agreement also states IV. Exclusions; Liability Limits. IN
NO EVENT SHALL WE BE LIABLE FOR ANY INDIRECT, SPECIAL, PUNITIVE OR
CONSEQUENTIAL DAMAGES OF ANY KIND SUFFERED BY YOU OR ANY THIRD PARTY.
It
is found that per the terms of the warranty plan HBRWC accurately advised that
the service agreement does not provide coverage for mold remediation.
Thank
you for your consideration.
Sincerely,
American
Home Buyers Warranty Corporation
Schawanna
B.
Claims
Management & Resolution Department
3400
Players Club Pkwy., Suite 300
Memphis,
TN 38125Initial Complaint
Date:06/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A/C unit stopped working on Friday, June 13th. Submitted claim the same day and got a text stating a repair company would be out Monday, June 16th. Called 2-10 about having to wait through the weekend, during summer heat temperatures and humidity levels. They couldnt care less. Made it through the weekend and called the scheduled repair company, **************** first thing in the morning to confirm the 9am-12pm appointment time. At 12:54pm, having sat around for almost 4 hours waiting on the technician, I called *************** again and was told they were running about 2 hours behind however; nobody thought it was important to let me know. 2-10, and their repair providers, are a disgrace.Business Response
Date: 06/23/2025
June
23, 2025
Whitney
W.
Better
Business Bureau
2340
S. Eagle Road
Meridian,
ID 83642
RE: Victoria & Timothy Kelly, Service
Agreement No. 12181019; BBB Case No. 23474741
Dear
Whitney W.:
2-10
Home Buyers Warranty of Virginia, Inc., (“2-10 HBW”) is in receipt of your letter
advising of the above referenced complaint.
Your letter has been forwarded to me for review and response.
On
June 13, 2025, a service request was placed for an air conditioning system and HVAC.R.P.E
was dispatched to diagnose and repair any covered problems. On June 16, 2025, it was reported that a
capacitor was in need of replacement and 2-10 HBW authorized the covered repairs. 2-10 HBW values Mr. and Mrs. Kelly as members
and we hope that we can provide them with a positive customer experience in the
future. Mr. and Mrs. Kelly may contact
2-10 HBW directly at 1-800-775-4736 should any further assistance be needed.
Thank
you for your consideration.
Sincerely,
2-10
HOME BUYERS WARRANTY OF VIRGINIA, INC.
Lori N.
Claims Resolution SpecialistInitial Complaint
Date:06/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
** dishwasher broke. 4/20/25 THeir repair company Appliance Squad said repair part is no longer available and called 2-10 and told them so. 2-10 keeps telling me the part is on backorder even though no one has part. 2-10 keeps telling me to accept cash offer of $254.00. when I signed the contract, it plainly says if can't repair they will replace with comparable appliance. Dishwasher cost $500+ to replace. 2-10 keeps telling me over and over again they are looking for the part and that they will give me and *** as soon as they find the part. I am so angry that they are getting away with this. No matter who I speak to, even in ********************** they will call me with ETA of the part? It has been almost 2 months from my original claim. This is breach of contract? Should we get a lawyer?Business Response
Date: 06/17/2025
June
17, 2025
Whitney
E
Resolutions
Lead
[email protected]
RE: Michelle Orlando; HBRWC Plan No.12214600; BBB Complaint Number: 23466812
Thank you for making American Home Buyers Warranty Corporation (“HBRWC”) aware of our
customer’s issue through the Better Business Bureau. We take customer
satisfaction very seriously and appreciate this matter being brought to our
attention.
The
dishwasher was deemed repairable and could indeed be fixed, thus a replacement
was not an option. The necessary parts for the repair were on backorder, with
an expected arrival date of June 3, 2025. Instead of waiting for the parts to
come in, Ms. Orlando was presented with a buyout option at HBRWC’s expense to
repair the dishwasher. Ms. Orlando chose to proceed with the repairs, and the
parts were subsequently ordered.
On May 28, 2025, HBRWC reached out to the supplier to inquire
about the status of the part and was informed that the part had been
discontinued. HBRWC then contacted various suppliers and was told that the
parts were no longer available.
Consequently, HBRWC extended a
replacement offer to Ms. Orlando on June 16, 2025, for the dishwasher's
replacement.
Thank
you for your consideration.
Sincerely,
American
Home Buyers Warranty Corporation
Schawanna
B.
Claims
Management & Resolution Department
3400
Players Club Pkwy., Suite 300
Memphis,
TN 38125Initial Complaint
Date:06/09/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Warranty Claim under certificate number GA454780 effective 6/1/2023.Claim GA454780-01 Claim filed 5/30/2024. Claim remains unresolved with the last written communication being 4/28/2025.A Verbal communication was given early May, promising a settlement offer to be provided within the week. Since this communication, calls and emails have remained unanswered by Claim ********** this point, the condition of the items listed under the claim have continued to deteriorate and affects our ability to enjoy our home. We would need communication to avoid escalating this matter.Business Response
Date: 06/11/2025
June 11, 2025
******* E
Resolutions Lead
********************************************************************
RE: ***** ********; HBRWC Plan No.12076473; BBB Complaint Number: 23443951
2-10 Home Buyers Warranty (2-10 HBW) is in receipt of the complaint submitted by ***** ******** (homeowner). We have located the homeowners warranty with an Effective Date of 06/01/2023 and including 10 years of Structural Defect coverage from the Effective Date. Thank you for the opportunity to review and respond.
2-10 HBW apologizes for any frustration or inconvenience that the homeowner may have experienced. While the claim process is effective in resolving homeowners concerns when a builder is unwilling or unable to honor their responsibilities under the warrantys workmanship term,we do acknowledge that this is not a fast process, and it can be frustrating to wait for a resolution.
Our records indicate that on June 10, 2025, the ***** claims adjuster handling this matter emailed a settlement offer to the homeowner. We request that *********** please check her email for that information, including her junk mail folder. After reviewing the offer, she may contact her claims adjuster directly with any questions or concerns.
2-10 HBW would like to thank the homeowner for bringing his concerns to our attention so we may review the matter further. We apologize again for any delay but do show that the homeowner was provided the requested information.
Sincerely,
****** ******
Senior Warranty Administrator
2-10 Home Buyers WarrantyCustomer Answer
Date: 06/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********
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