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:06/05/2025

  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.

  Service request for HVAC unit placed on 04/21/2025. Contractor states coil replacement needed. Approved of replacement to move forward. Heard nothing from warranty company or contractor. Called warranty company back after more than a week, was told there was delay in parts ordering. Was told that if parts did not arrive soon, they would reach out to contractor about them possibly providing parts themselves. Heard nothing. Called warranty company today, 06/05/2025, spoke with representative who stated parts were canceled. Said he was not sure why. Said he would request reorder which may take another 5 days. Informed him that no one from warranty company or **** company has called to at least keep me up to date. Said that he would follow up ************. He mentioned that they may cover the charges for the replacement. I have been without service since April. I even inquired if they may want to send another company out that may expedite the service.

  

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  ******* *.
  BBB of the Mid-South
  **************************************************************************
  
  RE: ****** *****;2-10 Home Buyers Warranty Plan No. ********; BBB Complaint Case No. 23432580
  
  Dear ******* *.:
  
  Thank you for making us aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the plan holder has not been entirely satisfied with our service.
  
  On 04/21/25, 2-10 dispatched Metro Air Services to service the air conditioning. On 04/23/25, 2-10 authorized to replace the evaporator coil. ******** has a non-covered cost in the amount of $830 not covered by the plan.
  
  On 05/02/25, Mr. ***** agreed to pay the non-covered cost. On 05/16/25, Mr. ***** requested an update. On 05/20/25, the evaporator coil was ordered with an eta of 05/26/25.
  
  On 06/05/25, Mr. ***** called for an update and was made aware.The supplier was contacted who stated the order was cancelled due to age. ******** was also made aware the coil was not available in his area and they checked with ****** who stated they have anew repair coil but would not reach the area until 1-3 weeks. Metro Air Services was contacted and asked if they could supply the evaporator coil. On 06/06/25, Metro Air Services confirmed they could supply the evaporator coil and 2-10 approved it. Mr. ***** may contact Metro Air Services for an eta of the evaporator coil.
  
  We take your concerns seriously and thank you for raising them to our attention. We appreciate the plan holder as a member, and hope to provide them with a positive customer experience in the future.
  
  Sincerely,
  
  2-10 Home Buyers Warranty
  ******* *.
  

• Initial Complaint

  Date:06/04/2025

  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 currently have a service aggreement with 2-10 as follows:service Agreement GAEv1I-NewHome1 (Supreme Coverage Included)Service Agreement (Contract) Number ******** Status ACTIVE Effective Date 5/20/2024 Expiration Date 5/19/2027 This aggreement is "repair or replace". 2-10 sent a contractor to try to repair my micro wave oven combo unit. The contractor was unable to repair and so recommended to 2-10 that the unit needed to be replaced. 2-10 gave me the option of buy out or replace. I chose replace. They then replaced it with a singe oven unit and not a micro wave oven combo. This was the only option offered to me and now they are claiming that I chose the unit based on the mocel number that was sent to me even tough I am not a technician. I will now have to pay to haul out the wrong unit as well an buy a new microwave oven combo myself. The contractor is in full agreement that 2-10 have made a huge mistake, but 2-10 are not willing to correct it.

  

  Business Response

  Date: 06/13/2025

  June 13, 2025

  
  ******* *., Resolutions Lead

  BBB Great West + Pacific
  *******************>**********************
  
  RE:******** ********; Service Agreement # ********; BBB Case No. 23420200
  
  Thank you for making us aware of ******** ********** issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if ******** ******** has not been entirely satisfied with our service.  Thank you for the opportunity to review and respond.

  
  I have reviewed ***********************************; ***** records.2-10 Home Buyers Warranty (2-10 HBW) is in receipt of the complaint submitted by ******** ********. The record reflects that on April 11, 2025, the electric oven service request was dispatched to Premier Refrigeration and Appliance to diagnose any problems, and it was transferred to All County Appliance Services on April 17, 2025.

  
  However, 2-10 ****************************************** has been notified about this complaint, and ******** ******** will be contacted soon.  We sincerely apologize for any frustration and inconvenience ******** ******** may have experienced, and we want to assure them that we take their feedback seriously.
   Thank you for your consideration.

  
  Home Buyers Warranty Corporation VI
  

  Sincerely,

  ******* *******
  Claims Resolution Specialist  

• Initial Complaint

  Date:06/04/2025

  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 pursched a monthly plan covering large items in my home on Saturday 5/30/25 my home alarm alerted about a flood in utility closet it was the water heater . We had no hot water I filed a claim and was confirmed c&a would be out Monday 9-5 that was already 3 days with no hot water.I waited and waited and emailed the pluming c&a they said I was not on their schedule. After much ************ the said they would try to come out but never made it I missed day 1 of work. I was then told they would be out the next day (work day 2 missed) they came and said it needs to be replaced I paid them the $85 service call and got a call from 2-10 saying there would be a 3-5 day wait to just get the heater then they would have to schedule plumber back, again we have had no hot water since Saturday. I was also informant I would owe an additional $905 due to assorted modifications to bring it to code. This was a lie since I just sold my house and closing in a few weeks the water heater passed inspection so no modification are required. They basically said too bad if you want it you have to pay I asked about other options like using a local plumber and was given an amount Pennies on the dollar I have been on 3 calls promised a supervisor would call me about the buy out offer again Pennies on the dollar and not acceptable. I have a plumber doing the install today for $2700 and hope to recoup a fair amount from 2/10 thanks you for any help you can provide

  

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  ******* *.
  BBB of the Mid-South
  **************************************************************************
  
  RE: ***** ******; 2-10 home Buyers Warranty Plan No. ********; BBB Complaint Case No.
  
  Dear ******* *.:
  
  Thank you for making us aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if the plan holder has not been entirely satisfied with our service.
  
  On 05/31/25, 2-10 dispatched C& A Plumbing to service the water heater. On 06/02/25, Ms. ****** stated C&A Plumbing did not have her on the schedule to service. On 06/03/25, C& A Plumbing plumbing reported the water heater was leaking from the bottom and needed replacing. 2-10 authorized for replacement. However, Ms. ****** had a non-covered cost in the amount of $925 not covered by the plan for modifications and codes. Ms. ****** disputed the non-covered cost and was offered the option for a cash in *******. Devito was offered a cash in lieu at 2-10 cost which Ms. ****** declined.The customer was made aware there is a $1250 limit for the water heater. ********* was also made aware that page 8 of the plan under payments state We may, at our sole discretion,offer money to resolve a claim the amount we would have paid a Service Contractor to remedy the Failure; or the applicable Dollar Limit less the Service Fee and costs incurred to diagnose the Failure. Therefore, based on the terms of the plan 2-10 is not liable or responsible to reimburse any additional cost.
  
  We take your concerns seriously and thank you for raising them to our attention. We appreciate the plan holder as a member, and hope to provide them with a positive customer experience in the future.
  
  Sincerely,
  
  2-10 Home Buyers Warranty
  ******* *.

• Initial Complaint

  Date:06/03/2025

  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 submitted a claim for my sink/plumbing issue. They assigned a contractor who admitted he was not 'qualified' to do the work. But before he could send in the diagnosis for it to be reassigned the I had to pay $75 fee. I called the same day 5/22, spoke with ******* and verified they received the diagnosis. I explained they should reassign the claim to someone qualified immediately. He said their process was they had ***** hours to review and take action. I called back on the 28th because of the holiday and ****** said nothing was done & there was no update in the system, to contact ****************** I called on 6/3, **** verified again nothing had been done. He asserted the contractor just uploaded the diagnosis. I told him no...******* verified 5/22 the diagnosis was uploaded. After placing me on hold he verified it's receipt and switched to they/someone needed to call for action to be taken. I reminded him I called on 5/28. He told me I spoke to customer service not claims but later admitted the customer service people could have reassigned it to another provider. He reassigned it to another contractor. I asked for him to escalate the work order because of the delays they had already caused and he said the process is for me to escalate online. I asked him again to escalate because I didn't want to rely on their 'process' which was obviously not working as they were not meeting their 'process' timelines. He refused until I required him to say on a recorded line he couldn't escalate. He said he escalated. I pointed out to him his deceitfulness and he said " I didn't say I couldn't". This is a blatant practice of maliciously avoiding to hold up their responsibility for the services for which I have paid. I pay monthly and they continually try to avoid living up to the conditions of my contract. When the sink fails and additional damage occurs due to their negligence they have already made a point of telling me they won't be held accountable.

  

  Business Response

  Date: 06/12/2025

  June 12, 2025

  
  ******* *., Resolutions Lead
  BBB Great West + Pacific
  *******************>Meridian,ID *****
  
  RE:******* ******; Service Agreement # ********; BBB Case No. 23170157
  
  Thank you for making us aware of ******* ******** issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if ******* ****** has not been entirely satisfied with our service.  Thank you for the opportunity to review and respond.

  
  I have reviewed the *************************************************; ***** records. 2-10 Home Buyers Warranty (2-10 HBW) is in receipt of the complaint submitted by ******* ******. The record reflects that on April 22, 2025, the faucet service request was dispatched to ******* Heating and Air to diagnose any problems. The technician reported that he did not find any mechanical failures. On June *******, the faucet service request was dispatched to JR ******** & Mechanical Services. The technician independently reported that he did not find any mechanical failures.
  We apologize for any frustration or inconvenience Ms. ****** may have experienced when contacting 2-10 HBW.   Unfortunately, 2-10 HBW cannot refund one year of the warranty payments. However, we sincerely apologize for any frustration and inconvenience Ms. ****** may have experienced, and we want to assure her that we take her feedback seriously.
   Thank you for your consideration.

  
  Home Buyers Warranty Corporation VI

  
  Sincerely,

  
  ******* *******
  Claims Resolution Specialist  

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23414960
  
  I am rejecting this response because: the original claim identified the issue as the sink coming apart from the countertop. A kitchen sink is identified as plumbing, so if 2-10 didn't allow their **********s to fix the sink and the plumbing items attached to the sink, the plumber should not have come out and taken the $75.  The first ********** stated that they would report the issue correctly as water leaking under the sink because the sink was detaching from the granite counter top and provide the pictures that I provided him. He stated that he was not qualified to do the repairs... and that they would need to send a different **********. The 2nd ********** said that he would tell 2-10 again that they should send a contractor who could reattach the sink which he believed 2-10 had.  He also stated that if they don't have someone to reattach the sink and that was the original claim that they should refund the $75.00.

  The horrible experience with their customer service and claim representatives aside, their process of delay, deny and hope the consumer gives up and goes away is an unfair, deceptive, and abusive business practice. 

  This is not the only claim where I'm experiencing this abusive business practice which further exacerbates the issue.  They should refund my $75 for this claim and stop with the abusive practice on my other claim and fix the issues.  

  Sincerely,

  
  ******* ******

  

  Business Response

  Date: 06/27/2025

  June 27, 2025

  
  ******* *., Resolutions Lead
  BBB Great West + Pacific
  *******************>Meridian,ID *****
  
  RE:******* ******; Service Agreement # ********; BBB Case No. 23170157
  
  Thank you for ******* ******** additional feedback about the faucet service request. We hate to hear that ******* ******* interactions with us could have been more satisfactory. Ms. ******** warranty agreement provides that You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call.  A service call means each visit by a service contractor for a single service (plumbing,electrical, appliances, heating and air conditioning, and pools/spas). The service fee is due when the service contractor arrives at the home.  Therefore, the $75 service fee is valid.
  
  
   Thank you for your consideration.

  
  Home Buyers Warranty Corporation VI

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

  Claims Resolution Specialist  

• Initial Complaint

  Date:06/03/2025

  Type:Order 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.

  Full HVAC Failure. Ive had multiple claims with ****************************************************************************************** a rural area and not in an actual city. They are falsely claiming it wasnt authorized for me to fix my HVAC system that had totally failed. And as a goodwill gesture, they are giving me less than 1/10 of what I paid to have my HVAC replaced? I paid $12,500 for HVAC replacement and they are offering me $1000 reimbursement for the work. The max they give for this in my contract with 210 is $5000 so this is unacceptable.

  

  Business Response

  Date: 06/12/2025

  June 12, 2025
  
  
  Better Business Bureau
  ***************************************>Meridian, ID *****
  
  
  RE: **** ****** ******, 2-10 *********** Agreement No.12248049; Your File No. 23412679
  
  Dear ******* W:
  
  Home Buyers Resale Warranty Corporation (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 the air conditioning request that 2-10 HBW provided  Mr. ****** the option of outside authorization. The diagnosis from the plan holders contractor states the condenser was leaking and the compressor had shorted which will require replacement to resolve the cooling issue. 2-10 HBW  authorized all covered replacement costs based on the provisions of the warranty agreement. The covered cost includes replacement of the condenser, disposal, reclaim, refrigerant and the disconnect only, because Mr. ******* plan does not include coverage for compatibility.
  
  On 06/05/2025, 2-10 HBW spoke with the plan holder and provided the amount covered under their warranty agreement for replacement of the condenser and is not able to increase the amount to the plan limit as requested.Additionally, it was confirmed that this would have been the amount 2-10 HBW would have paid for the replacement and as instructed by Mr. ****** the payment was processed. 2-10 HBW apologizes for any frustration experienced and is available if there are additional coverage questions.  
  
  
  Thank you for your consideration.
  
  Sincerely,
  
  ******* *.
  Home Buyers Resale Warranty Corporation
  
  

• Initial Complaint

  Date:05/30/2025

  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 had a plumbing issue that I reported to 2-10 Home Buyers Warranty on May 16, 2025. Then, the plumbing contractor (ALL AND ALL PLUMBING) called me that same day. We agreed he would come next Sunday May 18, to look at the issue. On Sunday he called me and said he could not come because of an emergency. We agreed he would come the next day Monday between 2 and 4 pm. He did not come. I called and he asked me Am I supposed to come today? I teported him to 2-10 Home Buyers Warranty. Thas when I found out he is their only contractor in the area. They cancelled him and they promised to find me a plumber outside of my area. 3 days passed and no plumber, yet. I called again and they re-assigned ALL AND ALL PLUMBING again. The plumber came and looked at the issue and I paid $75 per warranty agreement. However, until now I still have not heard from either the plumber or 2-10 home buyers warranty and I can see damages on my wall and floor already. 2-1o Home Buyers Warranthy said they do not cover these damages. They call it consequential damage. I called their claims Department but I was put on hold listening to their music for about an hour. I hanged up. I still need to fix the leak on my bathroom. PLEASE HELP me contact this company and have them assign a new plumber. Today is MAY 29, 2025

  

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  ******* *.
  Better Business Bureau
  ******************
  Meridian,ID *****
  
  RE:          ****** ********, Service Agreement No.11973330; BBB Complaint No. 23396443
  
  Dear ******* *.:
  
  2-10 Home Buyers Warranty of California, 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.
  
  In light of the service delay, 2-10 HBW previously offered Ms. ******** the option of contacting an independent service contractor (Section A.1) which was declined.  The records indicate that the plumbing repairs were completed by All and All Plumbing as of May 31,2025.  2-10 HBW is not responsible for delays due to labor difficulties (Section B.9) or for consequential damages or property damages (Section B.5).  There is no coverage for any loss or damage that is caused by or made worse by water damage (Section B.8).  2-10 HBW does apologize for Ms. ********* frustration regarding this matter.  Ms. ******** may contact 2-10 HBW directly at ************** should any further assistance be needed.
  
  Thank you for your consideration.
  
  Sincerely,
  2-10 Home Buyers Warranty of California, Inc.
  
  **** *. 
  Claims Resolution Specialist 

• Initial Complaint

  Date:05/28/2025

  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 home warranty with 2-10 Home Buyer Warranty on my house. In September of 2024 I filed a claim on a microwave oven because several of the buttons on the control panel stopped working. 2-10 dispatched an appliance repair man, I paid him the $100 service fee as required and he determined that the control panel was faulty. Both the repair shop and 2-10 searched and determined that the required control panel was no longer available and that the microwave oven needed to be replaced. It took several weeks for 2-10 to offer me two options. First they could replace the oven with a similar oven or they could give me a one-time cash payment in lieu of repairs. The cash offer was not enough for me to replace the unit, even if I installed a new unit myself, so i opted for the replacement. All of this took an extremely long time but eventually 2-10 said they had ordered the replacement microwave from Lowes. It never arrived so I checked with Lowes and they say they never got the order. None of this is in dispute. It has been over a month now since I pointed out the missing order. 2-10 is supposed to be tracking this down but I never get updates. This is a problem between 2-10 and their vendor, Lowes. I am the customer, it should not be my problem.

  

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  ******* E
  Resolutions Lead
  ********************************************************************
  
  RE: **** ********; HBRWC Plan No.11942348;BBB Complaint Number: 23389048
  
  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 Mr. ********* was offered a ****** unit back in November, but he originally declined.The offer was inadvertently offered again in April which he accepted.  However,no order was placed.  I have contacted the support team and ***** resent the offer to Mr. ******** on May 29, 2025, so that the microwave can be ordered.
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Buyers Warranty Corporation
  Schawanna B.
  Claims Management & Resolution Department
  *******************************************************
  *********************;

• Initial Complaint

  Date:05/27/2025

  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.

  We filed a Work Order with 2-10 on 4/23/25 for a refrigerator that was leaking water. 2-10 sent a contractor on 4/28/25 who reported that the unit was 15 years old and recommended replacement. Per 2-10's policy, they stated that a second contractor had to verify that diagnosis. 2-10 sent a second contractor 5/2/25 who also reported that the unit should be replaced as the compressor was failing. We did not receive any update from 2-10 for two weeks following the second contractor's diagnosis. After contacting 2-10 many times, they stated that a third contractor needed to provide a diagnosis as the first two contractors were not qualified. We spoke with the ***************** who stated they would try to find a solution because they understood a third contractor was not needed. Immediately following this conversation, we received an email that a third contractor would be dispatched. We've requested to speak with a supervisor multiple times to find a resolution and have been denied each time. A supervisor did call back once but I was in a meeting and could not answer. We were told that because we did not answer the call, we were not allowed to speak to any further supervisors. The third contractor cannot come out until 6/2/25 which leaves us with a leaking refrigerator for six weeks. Based on our experience so far, we fear that we will not reach a resolution after the third contractor arrives as we've been told something different each time we speak with 2-10. We would ideally like to resolve this claim without having to take off work for a third time on June 2nd. Our ideal resolution is a buyout so we can purchase a replacement refrigerator.

  

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  
  
  ******* *.
  BBB
  ***************
  ***********************
  
  RE:      ***** ******; Our Plan No.12195921; BBB Complaint Case No. 23383292
  
  Dear ******* *.:
  
  Thank you for making 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. On May 21, 2025, 2-10 HBW dispatched a service request to M and ***************** to diagnose the sealed system refrigerator, as previous technicians were not able to provide a diagnosis. The company reported to 2-10 HBW that they have not been allowed access to the home to complete a diagnosis.Without a diagnosis of the issue, 2-10 HBW is not able to authorize any repairs or provide any form of buyout. We apologize for the frustration the member has experienced. However, 2-10 HBW will need to obtain a diagnosis from M and ***************** to proceed. Ms. ****** may contact M and ***************** by telephone at ************ with questions regarding scheduling.
  
  Thank you for your assistance with this matter.
  
  Sincerely,
  
  *** *.
  2-10 HOME BUYERS RESALE WARRANTY CORPORATION

  
  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23383292
  
  I am rejecting this response because: As mentioned in my original compliant, 2-10 has already dispatched two contractors who have both provided a diagnosis that the unit should be replaced. As I was told by 2-10, they need two contractors to provide the same diagnosis in order to process the buyout. My complaint is that 2-10 is now requiring a third contractor to come out to provide a diagnosis. 

  I would like for 2-10 to explain why the first two diagnoses that they received cannot be used to make a decision. I've asked for a supervisor to call me to discuss this and I was told that is not possible.

  The third contractor is being dispatched today (6/2/25), not 5/21/25 as 2-10 said in their response to my complaint. 

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

  Customer Answer

  Date: 06/11/2025

  2-10 offered us a buy-out or replacement option. We have accepted one of these options.

• Initial Complaint

  Date:05/27/2025

  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.

  Since December 2024, *** had an unresolved issue with 2-10 Home Buyers Warranty regarding a water heater replacement. They initially quoted a $230 non-covered charge. After nearly a month of back and forth, I agreed to pay it just to move forward. Another month passed with no updates. I had to call multiple times before the vendor informed me they wouldnt complete the job because the water heater manufacturer refused to supply the ******* turns out the first ********** likely damaged the unit while forcing off parts, voiding the warranty. A third ********** later confirmed visible damage and was unable to proceed. Despite this, 2-10 is now demanding $650 in non-covered charges or offering a $700 buyoutwhen the heater itself costs around $400$500. I should not be responsible for damage caused by their vendor.For over 5 months, Ive received no proactive communication until last week, stating that the issue was only wear and tear and I must pay those charges to repair or replace the unit, not taking accountability along with the vendor. Ive had to call repeatedly and speak to agents who read from scripts. Supervisors are always on a call or in another location, and promised callbacks never happen. Ive been told the same thing for nearly 5 months with no resolution.This experience has been frustrating and unacceptablemarked by hidden charges, a lack of accountability, and no customer support. Im requesting that ********** the full cost of replacement, including install, due to vendor-caused damage.Cancel all additional charges.Acknowledge the delays and poor handling of my case.I would not recommend 2-10 based on this experience.I do not have any emails or paper documents to provide because this has all been handled by phone. I need a resolution as soon as possible so I can move forward with my time, please and thank you.

  

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  
  
  ******* *.
  BBB
  ***************
  Meridian, ID *****
  
  RE:         ******* ********; Our Plan No. ********; BBB Complaint Case No. 23380893
  
  Dear ******* *.:
  
  Thank you for making Home Buyers Resale Warranty VI (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 Mr. ********* complaint. On December 17, 2024, service was requested for a water heater due to the smell of the water. The request was dispatched to Hers and His Plumbing to diagnose the issue. However, the company was new to 2-10 HBW warranty service and did not diagnose the issue. The service request was transferred to Integrity Reconstruction to provide a diagnosis. In light of the delay, 2-10 HBW waived the service fee. Integrity Reconstruction reported to 2-10 HBW that an anode rod in the water heater was corroded, causing the smell. However, the technician reported that the failed rod was only causing a smell and was not causing a mechanical malfunction. Therefore, 2-10 HBW did not authorize any repairs.
  
  The denial of coverage was later overturned and 2-10 *** agreed to authorize the replacement of the water heater under the manufacturers warranty.There were some modifications necessary to complete the replacement that are not covered by the warranty plan. The charge for these items was $230, payable by Mr. ******** to Integrity Reconstruction. In the alternative to having the authorized repair completed, the member was offered the option of accepting cash in lieu of 2-10 HBWs cost of the repair, up to the amount of $500.
  
  The member elected to have the repair completed. However, Integrity Reconstruction was not available to complete the work. Therefore, the service request was transferred to *************. The company was authorized by 2-10 HBW to replace the water heater. There were some additional charges reported by ************* to complete the replacement that are not covered by the warranty plan. Mr. ******** was responsible for payment in the amount of $644 to ************* for these charges.
  
  In the alternative to having the replacement of the water heater completed by *************, the member was offered the option of accepting cash in lieu of 2-10 HBWs cost of the replacement, up to the amount of $779. In an attempt to resolve this matter, 2-10 *** agrees to waive the cost difference between the members charges and offers Mr. ******** two options. First, he can elect to have ************* complete the installation of the water heater and pay charges not covered by the warranty plan in the amount of $230. Alternatively,the difference in the amount of $414 can be applied to the previously offered reimbursement, for a total reimbursement in the amount of $1,193.
  
  With regard to the members claim of damage, Section B.5 of the warranty plan states that 2-10 HBW is not liable for incidental, indirect, special, punitive or consequential damages or for bodily or personal injury or property damage.Therefore, 2-10 HBW denies liability with respect to damage.
  2-10 *** will await the members decision with regard to the offered options. Thank you for your assistance with this matter.
  Sincerely,
  
  *** *.
  HOME BUYERS RESALE WARRANTY VI

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23380893
  
  I am rejecting this response because 2-10 is not providing the whole truth here, and 2-10 does not care about customer service, customer updates, supervisor callbacks, or overall resolution.  Their agents always read the same scripts, they have no onsite management, or supervisor are ALWAYS on call, or have to call me back, but nobody does.  2-10 MUST replace my water heater because their vendor damaged it.

  December 2024:  I called for the water smell issue where 2-10 sent someone to investigate, the tech came, smelled the bad water, checked the heater, then said he did not know what was wrong.  He then recommended that I buy a carbon filter for my water system even though I've shown him that I've purchased a water softener for that reason, but did not work.

  I was unsatisfied with the fact that there were no real testing done and no resolution provided except a $7000.00 quote for a carbon filter, so I called to cancel the insurance to cancel this policy, but one of their members apologized and agreed to send another vendor (Integrity) to re-investigate the issue, and yes, she promised to waive the service fee, and she did.  When this tech arrived, he investigated the water smell and water heater again, then advised there are some parts that needed replacement.  The tech came to replace said parts, I watched him fight his way to open something in the heater and it started moving, after awhile, he advised that he could not get it to open, and moving risks breaking the water pipes, there are corrosions, and now the WHOLE UNIT needed replacement, along with water lines replacement because he has to cut the lines.

  I did not agree at first with 2-10 $230 dollars non-covered charges initially, MAINLY because when I signed up for this coverage, the agent advised that the only thing I will ever have to pay was the $75 dollars service visit fees, then repairs would be done at 100%. However, because I was exhausted with 2-10 lack of response, lack of ability to reach their vendor, lack of feedback, I decided to pay this just to end this situation. Also, because I understand the agent could have advised one thing but the contract could say another (not saying that is what happened), so I agreed to pay the $230 fee.

  When I agreed to pay it, now everyone (integrity and 2-10) stopped contacting me, stopped providing updates, I called almost every other day, but could not get any updates. Vendors told me that it's hard to get in contact with 2-10 and 2-10 said vice versa to which point, and customer service agent advised me to keep calling the vendor myself.  I finally reached the vendor by text, whom then informed me that they have already informed 2-10 that they are not able to do the job because the manufacturer will not provide a replacement and requires them to provide the replacement.  I called 2-10 and they confirmed it.

  Now a third vendor (Circa) was sent to investigate for a third time.  Upon arrival, the tech automatically advised that something was broken in the water heater and that there were clear damage done to my water heater. He proceeded to say that a wrong type of key/wrench was forced to open it, he then showed me, then said there is nothing he can investigate, and the whole unit must be replaced, and he will advise 2-10. Now, I understand why integrity agreed to replace the part but later backed out of the job when it came to replacing the whole unit. 2-10 SHOULD SUBMIT THE WHOLE CIRCA VISIT REPORT TO BBB if they are saying otherwise.

  Now, 2-10 is requesting $630 in non-covered charges compared to the $230.00 requested by integrity.  When I challenged this massive increase, they advised that there are more that needs to be done in addition to the waterline, etc..  I refused to pay this fee or accept the buyout option because neither option benefits me as a paying customer.  I would have to go pay another ******* dollars more out of pocket according to a quote I received from integrity initially exploring to do it on my own while accepting the buy out.  In this email, 2-10 states that Circa is asking $230 dollars as well but that is NOT true, this vendor or 2-10 wants to charge me a $630 non covered charges.

  To conclude, upon ************* confirming the damage done to my water heater, which never needed replacement initially, I have requested that 2-10 replaces water heater free of charge and take it up with that company themselves.  They have given the runaround for about 3 months now, but obviously 7 months total.  They are saying it was not damage, it was improper installation, nothing was installed, so it CANNOT be improper installation.  I have called probably  more than 15 times, set up more than 6-7 supervisor call, and not ONE TIME did someone contact me even though an agent claimed they did and left a voicemail once, never saw the voicemail.

  2-10 should replace my water heater not only because the vendor was sent to my home by them, it was damaged by their vendor, and for taking this long and still not have any resolution but trying to get more money from me despite the damage done. Ms. **** I am kindly asking you to put yourself in my place, and come up with a solution that you would have wanted for yourself as a paying customer. This company is truly one of the worst i've dealt with so far.

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

• Initial Complaint

  Date:05/24/2025

  Type:Sales and Advertising 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.

  Please see description in uploaded document for summary of events.

  Customer Answer

  Date: 05/30/2025

  Good afternoon,
  Saturday afternoon, 5/24/2025 someone reached out from the company (2-10) and offered a solution.  They said the would call on Monday, May 26th with the finalized details.  I am hoping this will end our issues.  I will update if they follow through as we have been promised this before.  I will say this is supposedly a manager and our new point of contact Gabby.

  

  Business Response

  Date: 06/02/2025

  June 2, 2025                                                                          
  

  ******* W
  Resolutions Lead
  Better Business Bureau
  
  RE: **** *****; 2-10 Home Buyers Warranty Plan No. 12314934
  
  Dear ******* W:
  
  Thank you for making us aware of **** Nuzums issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if **** ***** have not been entirely satisfied with our service.

  2-10 Home Buyers Warranty is a service company, and it is our goal to provide timely service solutions to our customers. We strive to provide the highest level of service to all of our customers, and we are sorry that we fell short of that goal in your situation. 2-10 Home Buyers Warranty approved the full HVAC system and furnace replacement. The non covered cost for the full HVAC system and furnace replacement is permit (indoor) $250.00, disconnect $140.00, condensing pad $100.00, electrical modifications (indoor) $300.00, supply duct transition $200.00, return duct transition $200.00, electrical whip $30.00, flue vent mods $800.00, gas line modifications $500.00, electrical modifications (outdoor)$370, breaker replacement (code) $15.00, new wire run when breaker replaced (code) $150.00, permit (outdoor) $250.00, Section III of the warranty states (a)Addressing a Failure may involve work, parts, systems, equipment or materials that are outside the scope of the Service (Excluded Work), for example: (1)work related to non-Covered Items; (2) the incompatibility of existing systems or appliances with a Replacement; (3) carpentry or modifications necessary to facilitate Service; or (4) providing chemicals or materials needed by a Replacement to perform its primary function, for example differences in technology, refrigeration requirements or efficiency. (b) You are responsible for all costs arising from Excluded Work or otherwise stated as your responsibility (Non-Covered Costs). Unless expressly stated as our obligation herein, Non-Covered Costs include costs related to: (1) permits, codes, ordinances,laws and/or regulations (for your protection, we will not authorize Service until you provide us with confirmation that all permits and approvals are obtained); (2) accessing Covered Items; (3) correcting, repairing or replacing a Covered Item and/or Components because of inadequate capacity, manufacturers recall, improper design, improper installation, previous repair or problems caused by alterations or modifications; (4) mandates of federal, state or local governments, including upgrade or equipment matching requirements and tariffs (and all fees, costs and surcharges passed along or charged to us by our suppliers and Service Contractors related thereto); (5) any service on a Covered Item initiated before the Effective Date; (6) disposing of hazardous materials such as refrigeration Components, capacitors and water heaters; (7) a material increase in third-party charges for labor, Components, or Items as a result of tariffs, governmental mandates or requirements, severe or unseasonable weather, extreme temperatures, or other abnormal atmospheric conditions; or (8) sealing, verification and/or diagnostic testing of ductwork.Non-Covered Costs will be billed directly to you. If you refuse to accept any Non-Covered Costs, we have no obligation to perform Service and will not refund the Service Fee. The total amount of charges that Mr. ***** is responsible to pay for is $3,305.00.
  
  On May 24, 2025, in an attempt to amicably resolve this matter, as a goodwill gesture, 2-10 Home Buyers Warranty offered to waive $500.00 of the non-covered cost bringing the total to $2,805.00. 2-10 Home Buyers Warranty has ordered the equipment for the replacement, when the equipment is received, *********************************,will contact Mr. ***** to schedule an appointment to complete the replacement.

  Thank you for your consideration.

  Sincerely,            

  2-10 Home Buyers Warranty
  ****** ********

  Customer Answer

  Date: 06/02/2025

   
  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,
  
  ****** *******