Complaints

The 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:12/10/2024

  Type:Sales and Advertising Issues
  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 10/11 I filed a claim with 2-10 to get my washing machine repaired. The work order was assigned to US Legacy. US Legacy out-source their work to All Appliance. The first repair didn't fix the issue the vendor came back the same day and said it needs to be replaced. 2-10 rejected the replacement and wanted to do a second repair. The next service dates of 11/23 & 11/30 the vendor was a no call no show for the call back second repair. I placed over 25 calls to 2-10 for assistance still no resolution. I have been without a washing machine for 2 months. I paid the monthly installment payment of ($87.87x2 = $179.54 for two months.). This is causing stress for me and my family. Costing money to go to the Laundromat. I need help getting this resolved. I have not had a washing machine for 2 months.

  

  Business Response

  Date: 12/13/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Ms. ******
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Ms. ****** letter. We have located the ************ Plan and applicable claim for Ms. ****** and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Ms. ***** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  We understand how frustrating it can be without a properly functioning washer. However,we are repair company first. We will always attempt repairs first when practical. On occasion, a contractor will become unresponsive, no show, etc. Repairs do not work, do not hold or additional repairs are required creating further delays.These are unforeseen delays that are beyond our control. We ask Ms. ***** to please refer to page 9, of the Agreement Terms of Service, under section VIII: We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
  
  After the contractor became unresponsive to 2-10 HBW. Since the claim had been open for some time, we determined it would be best to investigate other options.Either check for a possible replacement with a washer that is comparable in size, primary function and efficiency or offer cash in lieu. Ms. ***** Agreement has a $1000 limitation on washer coverage. This is specified in the Agreement Washer & Dryer trade section on page 5: Washer & Dryer Dollar Limits - Cost to diagnose, repair, and/or replace: Washer - $1,000. Dryer - $1,000.
  
  Prior repairs of the washer came to $477.84. This leaves $522.16 remaining on the limit. Our Appliance Replacement Team (ART) could not locate a top-load washer that is comparable in size, primary function and efficiency as her current washer, that would fall under the remaining $522.16 dollar limit. A customer advocate called Ms. ***** to discuss her washer claim and to offer the cash in lieu of the remaining max.  Ms. ***** advised the advocate that after the contractor made the first repairs, the unit was still not properly fixed. She did not feel we should be charging the repair toward her maximum. The advocate reviewed the offer with ART. They were able to locate a washer that was about $60 over the remaining max. Due to the delay in the claim, the advocate approved ART to offer the replacement washer. On December 12, correspondence was sent to Ms. ***** with the option to 1) replace her washer with a GE, which is comparable in size, primary function and efficiency,or 2) provide her with cash in lieu of replacement. We are waiting for Ms.***** decision.
  
  We apologize for any frustration or inconvenience that Ms. ***** may have experienced during the claims handling process. We value her as a member and hope to provide her with a positive customer experience in the future.
  
  2-10 appreciates Ms. ***** taking the time to provide her perspective of her service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22666807
  

  
  I am rejecting this response because: The 4th party appliance vendor assured that the first fix would resolve my issue but it didn't. Why is the amount of the first fix ( that did not work) being deducted from the replacement amount? The suggested second fix didn't take place because the unreliable 4th party vendors initially was not aware that the parts were delivered. 2-10 told me that the parts was delivered but the vendor said that it was not delivered. 2-10 tried to reach them by phone but was unsuccessful so they had to email the vendor. The vendor is 90% unavailable by phone. This vendor turned out to be very unprofessional and disorganized. Between the vendor not having qualified contractors, unreachable, disorganized and no call no show for two consecutive appointments 11/23 & 11/30. I have receipts to prove this occurred. My budget for a washer should be $1000. 2-10 should be responsible for the vendor they hire. In this case their third party vendor hired a fourth party vendor which made things more complicated. I had to quarter back this whole process otherwise nothing would have gotten done. I'm the customer I should not have to spend hours on the phone asking 2-10 to escalate and assign me to a dedicated person who can call me to get the matter resolved. This whole situation was like a circus. Constantly calling having to repeat my situation over and over. 2-10 need to have a better turn around time customers should not have to wait forever to get things fix. 2-10 should seek a refund from the vendor. Overall this was a horrible experience. My family has been out of a washing machine for 2+ months. The replacement limit should be increased and I should be reimbursed 2 months of premium payments.

  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/18/2024

  2-10 Home Buyers Warranty has been notified by the BBB that the complaint for Ms. ***** is on hold.  Thank you for the opportunity to review further.
  
  On December 12, correspondence was sent to Ms. ***** with the option to 1) replace her washer with a GE, which is comparable in size, primary function and efficiency, or 2) provide her with cash in lieu of replacement. On December 13, she was advised that an email was sent to her with the offer. We are still waiting for Ms. ***** decision.
  
  The washer that we have offered:
  Manufacturer GE.
  Model GTW490ACJWS.
  Color White.
  Website ********************.
  Equipment Disposal Included:True.
  Buyout Amount: 589.00.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

  Customer Answer

  Date: 12/20/2024

  
  
  Hi, 
  
  This case is still ongoing but the system will not allow me to make a response to 2-10 Home Warranty. I do not want to accept the low ball offer that they proposed.  My limit is $1000 the washing machine. They offer me about $589 dollars. The cost of the washing is more than what they are offering me. They wasted money with an unqualified vendor who could not repair my washing machine and they become missing in action. I should not have to come out of pocket for a replacement. 2-10 needs to cover the full expense. I don't not want to accept the low ball offer presented to me. Can you assist with this?
  

  
  

  

  Business Response

  Date: 12/20/2024

  I have reviewed the claim. The washing machine needed a control board, door lock and 4 tub suspensions. The contractor reported the unit could be repaired, so repairs were attempted. 
   
  There are occasions when a repair is completed, and the appliance or system is up and working again. Once the unit is repaired and working as intended, should the plan member have a future claim, and the unit be determined to be unrepairable, the repair cost is deducted from the claim maximum. 
   
  The situation with this claim is the contractor completed the repairs and the next day; the unit failed again. He reported new failures, with the transmission and gear case so the unit will not agitate.
   
  We could in theory hold to our stance and deduct the repair cost because these are new failures. The control board got the unit to function and should be deducted from the max, even in this case for $137.19. However, given the other parts, they could have impacted the transmission and gear case. Again, it depends on timing of when something stops working again. I would say for this claim, given that it failed again in less than 24 hours later and some of the parts are internal/dependent on each other, we will err on the side of not deducting the door lock and suspensions. However, the control board will be deducted.
   
  Thank you

  Customer Answer

  Date: 12/28/2024

  
  
  This is in response to the email you sent on 12/27. I am not in agreement with 2-10 about the fix failing the next day. The fix never worked I noticed immediately when the contractor ran a cycle. I told him I know how my machine sounds and operate it doesn't sound normal. He assured me that it would work fine. I called him back that same day in which he returned to my house. I have evidence to support my claim.  At this point he said it couldn't be fixed. 2-10 disregarded his diagnosis and ask them to fix it. The contractor was a no show to twice back to back prolonging the repair. I asked 2-10 to drive this to closure having to call them over 30 + times. They finally offered me only 1 option for a washing machine replacement at a low cost. My issues are with the offered amount it's too low  and them presenting me with only 1 option for a replacement. The contractor was not qualified to fix my problem why is 2-10 deducting the repair cost from my replacement amount when nothing was fixed the machine sounded the same after he put the part in. Sound like a misdiagnosis. I asked 2-10  to give me options on a replacement and that I didn't want to have to come out of pocket. I asked for options not just an option. I would have liked to chosen from more than one washing machine replacement option but they didn't give me that opportunity. I feel that they just chose any machine not making sure it has equal or more functionalty that my old machine had. It has been over 2.5 months that I am with out a washing machine. It's sad that I am having to settle for any washing machine when they should have given me the proper amount for a replacement where I could get an adequate replacement. I am exhausted at this point I fell like I was treated unfairly.
  

  
  

  Customer Answer

  Date: 01/07/2025

  
  
  I just realized I forgot to include the case number. It is ********. To bring you up to date, nothing having a washing machine for almost 3 months has been complicated having a family. I agreed to have 2-10 order me a comparable washing machine which was installed on 1/3. This washing machine came with issues when I put a load in the water sensor does not fill the machine properly. I literally have to use a bucket of water to put enough water into the machine in order to wash a load. My old washing machine had the setting where I could choose small, medium, large load option. I want 2-10 to send me another washing machine where I can choose the load size. I cannot continue to fill up a bucket of water every time I have to wash. The washing machine should do that on its own. I tried to call 2-10 but was not successful. 
  
  Best regards,
  

  
  

  

  Business Response

  Date: 01/08/2025

  2-10 Home Buyers Warranty is in receipt of the rebuttal submitted by Ms. ************ Thank you for the opportunity to review further.
  
  On January 6, Ms. ***** spoke with a customer advocate. The advocate explained there is a Deep Fill option on the washer that should allow Ms. ***** to add the maximum amount of water to the washer.  The advocate asked the homeowner to try this button. She tried it while she was on the phone with the advocate and said that it's still not filling enough to wash her clothes. The advocate dispatched another contractor to look at the unit.
  
  Ms.***** should know that her new GE washer is under ** manufacturers warranty. If she is not satisfied with the washer or the washer is defective, she should go through ** to warrant the washer and not 2-10 HBW. This is stated in the Service Agreement Terms of Service, under section: IV. Exclusions;Liability Limits. (b) *********** is secondary and excess to any other coverage available to you via an insurance policy, manufacturer warranty and/or labor warranty.
  
  Ms.***** was given the option to take cash in lieu of our cost of the washer or go online and review the washer we have offered. Ms. ***** accepted the washer. We have upheld our responsibilities per the agreement and regret we will not be sending another washer.
  
  
  Sincerely,
  
  2-10 Customer Experience Team
  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22666807
  
  I am rejecting this response because: 2-10 only presented me with one option that I went with. Unfortunately the option is not working properly. 2-10 should contact ** to help get this issue resolved. Did they send me a lemon?
  
  Sincerely,
  
  ******* ***** Miles

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  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.

  This business claim to cover for damage that incurs in any of the appliances in the home. They charge $75.00 prior getting an estimate of the damage which I paid at the time the technician came. After more than 90 days of the estimate, I reach out to them again because I havent get any repairs done. 2-10 home warranty says they wont honor the warranty on my equipment because it exceeds the coverage limits and that I have to pay for the repairs out of pocket. I requested if either they fix my equipment or give me a refund for what I had paid. They declined to proceed with either one.

  

  Business Response

  Date: 12/10/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Mr. ******
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Mr. ****** letter. We have located the ************ Plan and applicable claim for Mr. ****** and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Mr. ***** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  Our records indicate on March 19, 2024, Mr. ***** requested service on his dishwasher.On March 21, 2024, the independent contractor reported the dishwasher has indicated that a communication error has been detected between UI and main board. there's no power showing on the ********* The contactor was approved their labor rate to install a 2-10 HBW supplied board.  On April 2, 2024, the contactor reported the work is completed. The cost to replace the board totaled $443.28. On September ******** Mr. ***** once again requested service on his dishwasher. The same contractor was dispatched to evaluate the dishwasher further. The contractor reported the wash motor has failed.
  
  Mr.****** Agreement has a dollar limit set forth for all kitchen appliances of $400. The "Limitations" section of the Agreement under Kitchen Appliances states "All kitchen appliances - $400 per appliance. Purchase of the Deluxe Appliance Coverage option removes this limitation". The Deluxe Appliance Coverage was not purchased. A customer advocate explained to Mr. ***** that the claim maximum has already been exceeded.
  
  The advocate reimbursed Mr. ****** $75 service fee as an apology for any frustration or inconvenience that he may have experienced during the claims handling process. We value him as a member and hope to provide him with a positive customer experience in the future.
  
  2-10 appreciates Mr. ***** taking the time to provide his perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  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 contacted 2-10 on Monday December 2nd to report that my heat was not working. 2-10 was not able to find a service contractor in my area. Thus, they told me to find my own. After finding my own, I sent in the invoice to get the work done. I have called everyday since the 2nd (it is now the 9th) and I get different answers/responses from every person I speak with. I have been told more information is needed (I have now sent in 3 quotes) to different locations where I need to send it. After a week with NO HEAT (in freezing temperatures) I am now being told they will only pay $200. The diagnostics to diagnosis the problem alone was $150 with an additional $874 to fix the issue. Thus, this service does me no good. I asked if they had a contractor that could perform the work for me for $200 and they stated they did not. Thus, I am stuck with no heat and several wasted hours (everyday I call I'm on hold for at least an hour).

  

  Business Response

  Date: 12/12/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Ms. ******
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Ms. ****** letter. We have located the ************ Plan and applicable claim for Ms. ****** and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Ms. ***** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  Our records indicate on December 2, Ms. ***** submitted an online request for her furnace. The independent network contractor, **************************** was sent the dispatch. On December 3, Ms. ***** called in because the network contractor did not have availability until the following week. The contractor confirmed online that they were currently booked. At this time, we gave Ms. ***** the option of locating a contractor outside our network. The step-by-step instructions for using a contractor outside our network, were then emailed to her. On December 9, Ms. ****** contractor reported the failure is to the electrical wiring. The wire from the thermostat to the air handler has a short. The contractors cost totaled $874 to open the wall, pull the wire, then replace the wire.
  
  Ms.****** service agreement has a $500 dollar limitation set forth for concealed wiring, less her $100 service fee totaling $400. We ask Ms. ***** to review her Agreement on page 4, under the Electrical trade section: ElectricalDollar Limits - Cost to diagnose, repair, and/or replace: All limits listed under Electrical. Concrete encased or concealed wiring - $500. Page 8 of the Agreement Terms of Service, under: I. Payments. (a) We may, at our sole discretion,offer money to resolve a claim (Payment), for example, when: (1) the cost to address a Failure exceeds an applicable Dollar Limit(b) Payment will be the lesser of: (3) the applicable Dollar Limit less the Service Fee and costs incurred to diagnose the Failure. Ms. ***** should also know that her Agreement does not cover for access (opening and patching the wall). This is specified in the Agreement Terms of Service on page 8, under section: III.Non-Covered Costs... Unless expressly stated as our obligation herein,Non-Covered Costs include costs related to: (2) accessing Covered Items.
  
  We acknowledge the representative should have approved $400, not $200. We have sent this incident to our coaching and development team so the employee may learn from her mistake.
  
  We have waived Ms. ****** $100 service fee and authorized the claim for $500 as an apology for any frustration or inconvenience that she may have experienced. When Ms. ***** gets the work done, we ask her to send the PAID invoice to the address given in the out-of-network instructions. Reference work order 10251551.
  
  We value Ms. ***** as a member and hope to provide her with a positive customer experience in the future. 2-10 appreciates Ms. ***** taking the time to provide her perspective of her service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

• Initial Complaint

  Date:12/08/2024

  Type:Service or Repair Issues
  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.

  The icemaker on our ******* Refrigerator stopped working in November 2023. 2-10 Home Warranty was contacted and they sent out a repairman from *****. He fixed the icemaker and it worked for about a week, until it malfunctioned and flooded the first floor and the basement on December 9, 2023. The refrigerator had never leaked before, and hasnt leaked since it was repaired again. We filed a claim with the 2-10 Home Warranty, and ******** who represented *****. They denied any liability, and told me to seek relief from *******. 2-10 Home Warranty and ******** also ignored my request for documentation showing diagnoses and services provided, which ******* requested (2-10 customer service was very rude when documentation was requested) Now ******* is not responding. Any attorney willing to help with this? I have about $14,000 of damages and repairs to my home and no one is accepting liability.

  

  Business Response

  Date: 12/10/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Mr. *******
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Mr. ******* letter. We have located the ************ Plan and applicable claim for Mr. ******* and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Mr. ****** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  First,we would like to apologize for Mr. ******* experience with customer service.We will research and address that part of the complaint with our leadership team.
  
  2-10 *** is a privately owned company, our records are privileged, proprietary information. It is company policy to keep all records related to our customers and employees confidential. We only release records when compelled by a court of law or other legal authority. However, we will provide the BBB with a summary for both refrigerator claims.
  
  Claim 1
  10/12/23,Mr. ****** submitted an online request for his refrigerator reporting the freezer is not freezing and the ice maker is not working. The independent contractor, *****, ***************************** accepted the dispatch and scheduled for 10/13/23.
  
  11/9/23,accounting received ***** invoice showing ***** replaced a part (no part number given). Accounting paid out the invoice. 
  
  Claim 2
  12/10/23,Mr. ****** created another online request for his refrigerator reporting:Leaking water, Ice maker was repaired about 4-5 weeks ago. This morning, the refrigerator flooded the kitchen and water collected in the basement. Once the water supply to the refrigerator was shut off, the leaking stopped. I'm attempting to mop up the water but may need Serpro. I'm also concerned that my laminate flooring in the kitchen and adjoining parts of the house may need to be replaced. Please send repairman ****. It NEVER leaked before the repair was done. ***** was dispatched.
  
  12/18/23 ***** reported over the phone refrigerator is leaking and not making ice.The fill valve is stuck up open it froze the ice maker. Normal wear and tearNeed to replace the ice maker and the filter housing. ***** informed the representative the last time, the technician replaced the ice maker service kit. The contractor was approved to replace the ice maker and filter housing.
  
  Concerning Mr. ****** consequential water damage claim. We are not an insurance company that handles consequential damage. This is a *************** Agreement which is intended to reduce the amount of out-of-pocket expenses for mechanical breakdowns only. It is not intended to replace homeowners insurance. This is specified in the Agreement Terms of Service on page 8, under: IV. Exclusions;Liability Limits (f) 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.
  
  To be clear, the network service contractors that 2-10 HBW utilize are independently owned and operated, and each hold their own insurance and licensing, as required by local law. We contract with these companies to service eligible claims, but we are each separate operating companies. If ********* feels that the independent contractor, *****, is negligent and caused consequential water damage, his dispute is with the contractor and their insurance company, not 2-10 ***. Circumstances such as this are the reason we make sure all the independent contractors we contract with are licensed and insured. Should Mr. ****** pursue the contractor, please be advised there are many avenues to do so, but 2-10 *** is unable to initiate or ****** a dispute between a homeowner and any independent contractor. We suggest Mr. ****** make a claim with his homeowners insurance to mitigate the damages/expenses. Many home insurance companies will expedite the repair, then do their own investigation on behalf of their insured. If they determine there is liability against the contractor, they will work with the contractors insurance or proceed with repairs and subrogate against the contractor.
  
  We apologize for any frustration or inconvenience that Mr. ****** may have experienced during the claims handling process. We value him as a member and hope to provide him with a positive customer experience in the future.
  
  2-10 appreciates Mr. ****** taking the time to provide his perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

• Initial Complaint

  Date:12/06/2024

  Type:Sales and Advertising Issues
  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 or about December 5, 2023 I filed a service request with 210 Home Buyers Warranty because my heating system was inoperable. They set up a Service claim with ****************************** to service the furnace in which they made several attempts to fix the problem but was unsuccessful and suggested to the warranty company that a new furnace was needed. The warranty company then sent out a second contractor Humidty Remedy somewhere around late January or early February 2024 to service the furnace only for them to come to the same conclusion the system needed to be replaced all during this time its winter and I had no heat. It was my understanding after months of waiting a new furnace had been ordered and was to be installed by Humidity Remedy. Winter came and left and I still had no heat all winter resulting in my family and myself suffering from colds. In April 2024 due to the delay of still no furnace the warranty company agreed to reduce my out of pocket expense for incidentals by 50% because of how long it had taken. Now almost a year later, Im still without heat and still waiting for a new furnace to be installed to hear somewhere along the lines there was some miscommunication with them and the contractor resulting in the furnace needing to be reordered and my out of pocket expenses increasing. It should no way be acceptable for any customer to have to wait this long and more to go into a second winter and now I have a 2 month old infant in my home. As a result of this claim taken this long I feel 210 Home Buyers Warranty should be responsible for all of the incidental cost.

  

  Business Response

  Date: 12/09/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Ms. *******
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Ms. ******* letter. We have located the ************ Plan and applicable claim for Ms. ******* and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Ms. ****** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  Our records indicate the independent contractor reported there would be $825 in out-of-pocket costs that the service agreement does not cover (duct modifications,flue modifications). We ask Ms. ****** to refer to her Agreement Terms of Service,on page 8, under section: III. Non-Covered Costs. (a) Addressing a Failure may involve work, parts, systems, equipment or materials that are outside the scope of the Service (Excluded Work), for example: (3) carpentry or modifications necessary to facilitate Service Unless expressly stated as our obligation herein, Non-Covered Costs include costs related to: (1) permits,codes, ordinances, laws and/or regulations.
  
  The contractor was approved their labor rate to install a 2-10 HBW supplied furnace. On January 23, 2024, Ms. ****** accepted the out-of-pocket costs. However,the contractor had not given us the furnace dimensions to order a new furnace.There were numerous attempts to get a hold of the contractor. The contractor then gave us furnace dimensions, but we were not able to locate a furnace with the dimensions. We sent the contractor a list of model numbers of possible replacement.On February 28, 2024, the contractor gave us the model number that would work,and the furnace was ordered for the contractor to pick up locally. On March 4 the supplier notified the contractor and 2-10 HBW that the furnace is ready for pickup. A contactor will not complete work without the out-of-pocket costs paid by the homeowner. On April 5, Ms. ****** spoke with a representative expressing her frustration with the delay in the claim. As a goodwill gesture, the representative agreed to pick up half of the out-of-pocket costs due to the delay, now totaling $412.50. Ms. ****** agreed. At this point, it is up to the homeowner and the contractor to schedule installation of the furnace as scheduling is a condition that is beyond our control.
  
  There was no further activity until November 13, 2024, when Ms. ****** called in to tell us that the contractor never installed the new furnace.  2-10 HBW was not sure why the contractor and the homeowner did not schedule to complete the work. The representative called the independent contractor to ask why he never installed the furnace. The contractor told the representative, he was not aware that the claim to replace the furnace was approved. To be clear, the contractor was aware that the claim was approved,that Ms. ****** accepted the out-of-pocket costs and that the furnace was ordered. The contractor advised since so much time has elapsed, he would need to go back to the home and reevaluate the furnace. The contactor came back with an additional $560 in out-of-pocket costs (gas line modification, copper line modifications,pvc modifications). This did not make sense. At this point, a supervisor reviewed the claim. Ms. ****** was given the option of paying the $412.50 and $560 in out-of-pocket costs or we can dispatch another contractor.
  
  We do understand how frustrating it can be without a properly working furnace and we do apologize for any delay that has occurred. However, the network service contractors that 2-10 *** utilize are independently owned and operated, and each hold their own insurance and licensing, as required by local law. We contract with these companies to service eligible claims, but we are each separate operating companies. We do depend on these contractors to follow through to expedite every repair, but we cannot tell them how to conduct their business. On occasion a contractor will delay a claim for whatever reason. This is an unforeseen delay that is a condition that is beyond our control. We ask Ms. ****** to please refer to page 9, of the Agreement Terms of Service, under section VIII: We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions. Additionally, if a contractor changes the out-of-pocket costs; perhaps something was missed the first time. This is also a condition that is beyond our control.  What the contractor charges a customer in out-of-pocket costs is between the customer and contractor and not 2-10 HBW as these costs are excluded from coverage.
  
  
  We apologize for any frustration or inconvenience that Ms. ****** may have experienced during the claims handling process. We value her as a member and hope to provide her with a positive customer experience in the future.
  
  We regret we will not pick up any further out-of-pocket costs. As a goodwill gesture, we have already offered to pick up $412.50 in out-of-pocket costs, but Ms. ****** is demanding more. Ms. ****** has been given the option of another contractor or accepts the out-of-pocket costs. We look forward to hearing from her soon.
  
  2-10 appreciates Ms. ****** taking the time to provide her perspective of her service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  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.

  This company contacted a senior client and very nearly succeeded in tricking her.She is a renter. There was no chance she ever had a home warranty that "may be expiring or may have already expired." Indeed she does not. Had this been addressed to the owner of her home, the landlord, at this address...that would at least have made some sense in the property records.The ALL CAPS nonsense about CALL IMMEDIATELY or else...borders on elder abuse and may have to be reported as such to the local County and State.This would be easily resolved if this company had, on its website, a means of sending a simple email politely requesting removed from their random mailing list so this never, ever happens again...but they do not. And that alone smacks of an attempt to scam. Maybe it isn't. But this is a risk that must be addressed.

  

  Business Response

  Date: 12/04/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Mr. *******
  
  Thank you for bringing this to our attention. We take consumer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Mr. ******* letter.
  
  Marketing will be sure to remove Mr. ******* client, ******* *******, from our database and will have Mr. ******* concerns reviewed and addressed internally so we may make corrections and continue to improve our service.
  
  We apologize for any frustration or inconvenience that Mr. ******* client may have experienced.
  
  
  Sincerely,
  
  2-10 Customer Experience Team
  

  Customer Answer

  Date: 12/04/2024

   
  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.
  
  (Clearly--this is not the pathway this business should need in seeking removal from their cold-contact mailing list, but my client is grateful for the rapid response here and her removal from their list.)
  
  Sincerely,
  
  *** ******, ****

• Initial Complaint

  Date:12/01/2024

  Type:Service or Repair Issues
  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.

  Made timely claim on a warranty policy. No response or payment on claim after numerous attempts

  

  Business Response

  Date: 12/02/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Mr. ********
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in *********** ******* We have located the ************ Plan and applicable claim for Mr. ******** and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Mr. ******* has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  Our records indicate that in June 2024, we received paid invoices for both an air conditioner and water heater. The invoice shows the homeowner had the air conditioner repaired in August 2023 and the water heater replaced in November 2023. Mr. ******* had not made claims with 2-10 HBW for the air conditioner and water heater prior to having the work done.  On June 12, 2024, a supervisor explained to Ms. ***** that the repairs of the air conditioner and replacement of the water heater are not eligible for coverage because the work was done without our knowledge or approval. Also, Mr. ******** contractor reported the air conditioner failed due to lack of maintenance, which is also not covered under the service agreement. The supervisor also confirmed on 8/12/23, the service agreement was re-emailed to the email we have on file, then 8/16/23, the service agreement was mailed to the address we have on file. For Mr. ******** convenience,we have also attached it to this response.
  
  Our Service Agreement states a very firm requirement that we must be notified of a new service request up front and that we will not offer any payment if a customer contacts us after repairs are completed. We ask Mr. ******* to please refer to the service agreement on page 7, in bold face under section: Who repairs and replaces the Covered Items? You will not receive reimbursement and will remain solely responsible for every cost arising from any work, Services,or equipment any Contractor, company, or individual performs or provides without our prior express authorization and in accordance with this Agreement and the *** Instructions, even for Covered Items that would otherwise be eligible for Service.
  
  
  We regret we cannot be of further assistance in this regard. Our denial of *********** claims was appropriate, and in line with the Terms of the Agreement. We apologize for any frustration or inconvenience that Mr. ******* may have experienced during the claims handling process.
  
  2-10 appreciates Mr. ******* taking the time to provide his perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair Issues
  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 Homeowners warranty with 2-10 home warranty. My A/C unit had been damaged and they sent assigned 7 vendors to my home which contaminated my A/C unit they agreed to replace the unit with a new unit that would have the new refrigerant R32 and when given the model number by the vendor they chose to replace the unit with less that is not comparable or had the new refrigerant as promised I have offered to pay the $500 difference in price from one unit to the other and was told to go to mediation when they have been giving me the go around for 4 months. I have been extremely patient with this company even when one of their vendors told me to F myself and the company choose to ignore it. I need to fix my A/C that is why I pay to protect my home.

  

  Business Response

  Date: 12/02/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Mr. **********
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in ************* ******* We have located the ************ Plan and applicable claim for Mr. ********** and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Mr. ********* has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  First,we would like to apologize for Mr. ********** experience with the contractors inappropriate language. We will research and address that part of the complaint with our leadership team.
  
  Our records indicate a supervisor gave Mr. ********* the option to 1) replace his Daikin mini-split system with a new Sea Breeze mini-split system, which is comparable in size, primary function and efficiency as his Daikin, or 2) provide him with our cost of $3580.29 cash in lieu of the replacement or 3) Arbitration. ************ contacted us and refused the options despite the offer being consistent with the Agreement Terms and Conditions. We ask Mr. ********* to please refer to his Agreement Terms and Conditions on page 8, under section B-1:LIMITATIONS OF LIABILITY: 1. We solely determine whether covered systems or appliances and their components will be repaired or replaced. When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency,but not for matching dimensions, brand or color. We are not responsible for matching any feature of an existing system or appliance that does not contribute to the primary function of that system or appliance. We are not responsible or liable to upgrade equipment, components or parts due to: (a) the incompatibility of the existing systems and appliances with the replacement system, appliance or component thereof; (b) any type of chemical or material needed to run the replacement systems, appliance or component including, but not limited to,differences in technology, refrigeration requirements or efficiency; or (c)mandates by federal, state or local governments, except where otherwise noted in this Service Agreement.
  
  Our records do not show that an independent network contractor contaminated the system. Determination to replace was based off a contactor that reported the compressor is not working as it is getting tripped frequently by overheating and communication problem with the air handler.
  
  We have offered to replace the system or pay Mr. ********* the cash in lieu of the replacement but he is demanding more than what we can offer him. 2-10 *** has honored our obligations as stated in the Terms and Conditions of the Agreement and we will not be making any further offers. We are sorry that we are unable to offer him a better resolution.
  
  We apologize for any frustration or inconvenience that Mr. ********* may have experienced during the claims handling process. We value him as a member and hope to provide him with a positive customer experience in the future.
  
  2-10 appreciates Mr. ********* taking the time to provide his perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22612506
  
  I am rejecting this response because:

  In Multiple conversations their team has said that the replacement of the A/C will be done with the new refrigerant and the order part is not of the new refrigerant they have changed their vendors and also have gone back on their promises in every conversation. We want the A/C unit that was told to us that they will install and not keep us waiting for month as we have been in this process for over 4 month already. The cash settlement does not pay for a replacement or any where close to the equipment we have in our home. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  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 reached out to 2-10 home warranty back in June 2024, advising them that my washing machine was leaking bleach and that I needed someone to come out and look at it. They sent a company called *******, the guy came out and wiggled some things around and told me to stop using liquid detergent and got to pods. He said he fixed the issue. Well, my washer started leaking beach again, so I reached out to 2-10 again and explained the same thing was occurring. They said they would send out the same company and not charge me my co-pay of $100.00 again because it is the same issue. The company ******* called me and told me to send them a picture of my washer, and I will hear back from the warranty company. I received an email that was in my spam from the warranty company telling me that they want to offer me $580.00 for my driver instead of fixing the issue. I declined the offer due to my washer only being two years old and I paid over $2,000 for my washer and dryer. I asked why and the *** stated that the company told them they came out and they couldn't fix my washer. I advised her that no one had come out. i advised that the guy had me send him a picture. The *** stated that the company said that they came out and ***laced a pump and something else because my washer leaked water. I advised the *** that they were not telling the truth and I was going to write to the better business bureau. She said she would send another company out to see if my washer could be fixed. The new company came out on November 7, 2024, and the man ran my washer checked some other things, and told me I would hear from the warranty company. He also said my washer looked brand new. I never heard back from the warranty company, so two weeks later, I called them, and the *** told me that she saw notes in the account that they said my washer was old and ***** and that they weren't going to take care of my washer. I was taken back by what I just heard because my washer is only two years old. See pics.

  

  Business Response

  Date: 11/22/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Ms. *****
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Ms. ***** letter. We have located the ************ Plan and applicable claim for Ms. ***** and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Ms. **** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  Our records indicate the first contractor reported replaced the pump and hose. The repair did not work. At that time the contractor recommended replacing the washer as it is not worth repairing. The unit is leaking from the front frame and ******** Gray told us that the contractor did not replace any parts. A second opinion was dispatched and reported the washer is rusted. At that time, determination was made to research unit replacement. Ms. **** was given the option to 1)replace her washer with a GE, which is comparable in size, primary function and efficiency, or 2) provide her with cash in lieu of replacement. Ms. **** accepted the cash offer.
  
  The independent network contractors that 2-10 *** utilize are independently owned and operated and each hold their own insurance and licensing, as required by local law. We contract with these companies to service eligible claims, but we are each separate operating companies. We rely on their diagnosis to aid in our determination on what repairs or replacements are made. We take Ms. ***** concerns against the contractors seriously and can assure her that it is not acceptable for any of our contractors to give false information. Our contractor relations manager will be investigating this incident.  Ms. ***** concerns assist our contractor relations department as to the contractors that do not live up to our expectations.
  
  We apologize for any frustration or inconvenience that Ms. **** may have experienced during the claims handling process. We value her as a member and hope to provide her with a positive customer experience in the future.
  
  2-10 appreciates Ms. **** taking the time to provide her perspective of her service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  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 31 October 2024 my HVAC unit went out. on 4 November 2024 I submitted a work order through my home warranty 2-10 to have the unit repaired. 2-10 dispatched 4 different technicians to my property only one showed up and stated that the compressor shorted out and needed to be replaced. However the contractor that did show up refused to do the work because they did not want to fill out the paperwork. I ended up having my contractor check the unit and he agreed that the compressor needed replaced and gave me an estimate to replace the compressor. 2-10 will only pay a fraction of the cost to fix the unit requiring me to use their contractor to fix the issue. The contracters have been unwilling to show or do the work.

  

  Business Response

  Date: 11/22/2024

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Mr. *******
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Mr. ******* letter. We have located the ************ Plan and applicable claim for Mr. ******* and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Mr. ****** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  The independent network contractors that 2-10 HBW utilizes are independently owned and operated, and each hold their own insurance and licensing, as required by local law. We contract with these companies to service eligible claims, but we are each separate operating companies. We do depend on these contractors to follow through to expedite every repair, but we cannot tell them how to conduct their business. There are instances where an independent contractor will be a no-show, non-responsive, delay getting back to us, refuse to do the job, etc. These are unforeseen delays that are a condition that is beyond our control. We ask Mr. ****** to please refer to page 8, of the Agreement Terms of Service, under section VIII: We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties,   or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
  
  2-10 HBW has a large network of HVAC contractors in ******************* area. On November 1, Mr. ****** requested to use his own contractor as our contractors are not responding. The process for using a contractor outside our network was explained to him as well as the step-by-step instructions emailed to him. On November 19, after Mr. ****** found that we would only reimburse based off our network pricing with 2-10 HBW supplying the equipment, he decided to come back in network. The independent contractor, Priority Mechanical, accepted the dispatch, scheduled for 11/20/24 and was approved to make the repair on 11/21/24.Once the contractor receives the compressor, he will return to the property to complete the repair.
  
  In the instructions that were emailed to Mr. ******* explains how we reimburse: If you choose to use Your Contractor despite 2-10 HBW having Service Contractors in your area (e.g., you prefer not to wait for an available appointment with a Service Contractor in our network), 2-10 HBW will only reimburse the amount we would have paid a Service Contractor from our network to complete the repair or replacement with 2-10 HBWsupplied equipment. You will be solely responsible for the difference in price related to the use of Your Contractor. This is also in the Agreement on page 6, under section: Who Repairs And Replaces The Covered Items?
  
  
  We apologize for any frustration or inconvenience that Mr. ****** may have experienced during the claims handling process. We value him as a member and hope to provide him with a positive customer experience in the future.
  
  2-10 appreciates Mr. ****** taking the time to provide his  perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
  
  Sincerely,
  
  2-10 Customer Experience Team