Important information
- Customer Complaint:
On October 25, 2021, BBB recognized a pattern of complaints from consumers regarding customer service and service issues. Consumers allege when calling the company they are put on extended hold times, ranging from 30 minutes to 2 hours; receive limited communication, i.e. consumers not receiving claim updates as needed or requested and report unreturned phone calls after escalation requests. It is also reported by consumers there is unclear communication about the role 2-10 plays throughout the claims process.
On November 17, 2021, 2-10 Home Buyers Warranty responded to Better Business Bureau concerning the pattern of complaints. 2-10 Home Buyers Warranty is working with BBB to eliminate the underlying pattern of complaints by accomplishing the following:
1. 2-10 Home Buyers Warranty's position regarding the concerns and allegations outlined in the pattern of complaints
“2-10 Home Buyers Warranty (2-10 HBW) is committed to providing world-class products and service to our customers. We process hundreds of thousands of successful claims a year from our valued customers. Unfortunately, we have been affected by global supply chain issues that have impacted both 2-10 HBW and the Home Warranty Service Agreement industry overall. Like many companies, 2-10 HBW is also facing the consequences of a labor shortage, which has negatively impacted our ability to respond with the timeliness our customers are accustomed to.
We acknowledge the BBB’s concerns about a pattern of complaints regarding service and are taking every action we can to fulfill our commitment to our customers. We value our customers’ feedback. It has been a driving force behind the many changes and improvements 2-10 HBW has already made and will continue to make to provide the best experience possible.
Our goal is to do the right thing for our customers. Despite both industry and nationwide challenges, 2-10 HBW is implementing even more robust programs to provide the world-class customer experience our customers deserve.”
2. Steps 2-10 Home Buyers Warranty is taking to address these issues:
“Many of the complaints in the outlined pattern revolve around problems of timeliness and communication. We are always working to improve customer experiences and the claims process. We have already taken the following steps to help our customers understand their claim status and complete their claims timely and effectively.
Reducing hold times and simplifying claims submissions. 2-10 HBW has developed new strategies to reduce hold times and give our clients more power throughout the claims process. This includes providing clearer access to claim-status updates and self-service tools to better serve our clients throughout the claims process. For example, we implemented an Action Center in all of our customers’ online accounts. The Action Center allows customers to (a) file claims online, (b) contact their Service Contractor directly for status updates, (c) request sooner service, (d) submit documentation, and (e) escalate claims when necessary.
Expanding our systems. By investing in our people and systems, 2-10 HBW provides customers more ways to communicate with us, especially online. We foresee that this investment will reduce escalations and provide an improved claims experience.
Clarifying 2-10 HBW’s role in the claims process. 2-10 HBW’s role in the claims process is to determine whether a system or appliance failure is covered under the homeowner’s Service Agreement. We then provide the homeowner with financial relief for Failures to Covered Items. 2-10 HBW pays the same amount for Failures to Covered Items whether a homeowner uses a contractor that 2-10 HBW has a pricing agreement with or a contractor of the homeowner’s choosing (which generally means homeowners will pay more when they choose to use their own contractor). However, 2-10 HBW always tries to use a contractor with whom 2-10 HBW has a pricing agreement to ensure that homeowners benefit the most from their Service Agreements.
Our product descriptions and Service Agreements define the claims process and terms relevant to the process, along with our role in the process. We update such language whenever we see common confusion about the terms.
We’re leveraging our relationships with wholesalers to source systems and appliances, and their Components; our independent Service Contractors to diagnose and address Failures to Covered Items; and our internal leadership teams to provide quality coverage at a palatable price to our prospects and clients.”3. Company’s position regarding the advertised claims:
“2-10 HBW updated all links to the BBB website to the specific pages requested by the BBB. All references to our BBB rating have been removed to avoid any fluctuations that may occur in our rating. The 4.3 out of 5 rating that the BBB inquired about is from another rating website, Avid Ratings, which we also removed to avoid any fluctuations in that rating."On May 23, 2022 BBB recognized an additional pattern of complaints from consumers reporting they are denied an appliance replacement even if the part needed to repair the item is no longer in production.
On May 27, 2022, 2-10 Home Buyers Warranty responded to this new pattern with the following:
"2-10 Home Buyers Warranty prides itself in helping homeowners address breakdowns in the complex systems and appliances that they depend on daily in their home. No doubt these problems can be disruptive to a homeowner and hard to solve. Often, the most efficient and timely solution is to repair the broken system. Repairs, which are more sustainable solutions, can also avoid undue delays associated with the lack of replacement systems and appliances due to continuing supply chain disruptions and shortages many communities are experiencing. We are also seeing these supply chain disruptions, and related decisions by manufactures and suppliers, impact the availability of parts needed for a repair. While we continue to make an exerted effort to source parts from a variety of sources, when a part needed to make a repair is not available, it remains our policy to replace the broken system or appliance (if a replacement unit is available). Of course, in such situations customers may receive (and often prefer) a cash offer in lieu of the repair or the replacement."
Complaints
Customer Complaints Summary
- 802 total complaints in the last 3 years.
- 202 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
-Transaction date 11/11/24 but hit credit card bill on 11/15/24 -$613.40 - This warenty was originally bought as a gift from my Realtor. It came time to renew and by this time I had several independent contractors out to my property to give me quotes on my Air Conditioning - they gave me quotes and told me my Air Conditioner was garbage and needed to be ***laced. These contractors had nothing to do with 2-10 Home Warranty, That said, my warranty was up for renewal and I explained to the sales *** all of this above information MULTIPLE TIMES. We had at least 3-5 in-depth phone calls that should have been recorded by this company. The Sales ***o overpromised saying they would get me new equipment. Now when I called to help the situation and get this going, they said my renewal is only for parts and service - not a new AC unit. I was absolutely lied to and overpromised. I have called the company - the ******* sales *** does not work there any longer. Customer support both hung up on me and then sent me to the **************** to help find the recorded calls. I have left several voicemail for other manager names I received - yet no call back or email back from my respose to the *********************************** is a rip off and took my money and not honoring the original conversations. If they cannot pull the recorded calls to understand how I was mislead I demand a refund - either way. Terrible business and lyres that do not call back customers
Business Response
Date: 05/30/2025
May 30, 2025
******* *.
Better Business Bureau
******************
Meridian,ID *****
RE: ***** ****, Service Agreement No. 12244666;BBB Complaint No. ********
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.
The records indicate that Temperature Tune was dispatched to diagnose the air conditioning system. It was reported that the compressor had failed and the unit was too small for the home. 2-10 HBW does not provide coverage for correcting, repairing or replacing a covered item and/or components because of inadequate capacity (Section III Non-Covered Costs). However, 2-10 HBW authorized the replacement of the faulty compressor. It appears that Temperature Tune declined to replace the compressor and 2-10 HBW dispatched a different company to replace the faulty compressor.
2-10 HBW does apologize for any misinformation Mr. **** received. Mr. **** indicates that he hired independent service contractors to diagnose the system. In order for me to fully review this matter, please advise Mr. **** to upload detailed invoices/estimates describing what malfunctions were found with the air conditioning system. Once I receive and review the requested information, I will advise you of 2-10HBWs position regarding this matter.
Thank you for your consideration.
Sincerely,
Home Buyers Resale Warranty Corporation
**** *.
Claims Resolution SpecialistInitial Complaint
Date:05/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Filed a claim to get my fridge repaired in mid april. Contractor came out and diagnosed that the ice maker and a coil needed to be replace . Got an email on 4-28 saying it ordered and it will be there by 5-5.25 no response no call. Called them May 14th and was told they can't locate the part it will be escalated and i should hear something by end of week about a possible replacement for the fridge because they cannot locate the parts needed. Heard nothing , Called back today 5.23 and was told they are still looking for the part and there is no estimated date of when they will get it and there is no talk of a fridge replacement. And according to the T&C agreement they have nothing to do with the fact that its taking so long so i will have to wait it can take another week or month. even tho it does state that if the appliance cannot be fixed it needs to be replaced. I would like it replaced sooner rather than later because i feel they are avoiding the fact that they have to pay to replace itBusiness Response
Date: 05/28/2025
May 27, 2025
******* E
Resolutions Lead
********************************************************************
RE: ******** ******; HBRWC Plan No.12160205; BBB Complaint Number: 23371316
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 the parts the fan & gasket kit and the user interface assembly were delivered on April 29, 2025, at 12;34pm via ***** tracking # ************.
On May 23, 2025, the contractor reported that he had not yet received the parts but would verify and follow back up.
On May 28, 2025, the contractor confirmed that he had successfully located the parts and could arrange for Ms. ****** to have the installation scheduled as early as the following day. The contractor assured ***** that he would reach out to Ms. ****** to discuss the scheduling.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
Schawanna B.
Claims Management & Resolution Department
*******************************************************
*********************;Customer Answer
Date: 06/09/2025
Good morning , my name is ******** and I'm the one that put in the initial complaint . So I did hear back from the company. One week ago and said they got the part all of a sudden since April. And I told them I had somebody else and I would call them back and I never called them back because I had a sudden death in the family. The work has been completed by ***** repair company directly and not the company who 210 contracted. Also when I call them an early may they said they would refund me the service charge of $100 and I would receive it in 10 days I didn't receive it as of yesterday and I called them back and they said oh we'll process it again because for some reason it was not completed properlyBusiness Response
Date: 06/10/2025
June 10, 2025
******* E
Resolutions Lead
********************************************************************
RE: ******** ******; HBRWC Plan No.12160205; BBB Complaint Number: 23371316
I have examined the records of HBRWC and discovered that Ms. ****** reached out to HBRWC on June ******, to request the cancellation of her service request and a refund of the service fee. Following Ms. ******** request, the ***** representative canceled the service request and initiated the process for a service fee ****************. Ridley was informed that she could expect to receive the service fee reimbursement within ***** business days, to which Ms. ****** agreed.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
Schawanna B.
Claims Management & Resolution Department
*******************************************************
*********************;Initial Complaint
Date:05/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have had 2-10 Homebuyers Warranty for 3 years. We have had multiple issues with our A/C unit which is included in our plan. They were called out around March 30 due to the A/C no longer blowing cold. They sent a company after 2 days, who then took 2 days to submit the finding to get approval for the repair. The company chosen by the warranty company looked at the unit for less than 10 minutes and said we needed a dryer and we are out of coolant. It took over a week for the company to come back out to repair and this was during record heat. The weather cooled and the unit was not needed for a few weeks but once it was turned back on it quickly started blowing hotter and stopped working again. We filed another claim, waited another 2 days for a different company chosen by the warranty company to come out and were advised first repair never resolved the issue. We have a leak and lost all the coolant again. This company sent in request for approval and 2 days later came out to complete repair of fixing a line and adding coolant. Once repairs were started, they determined the coil was bad and could not repair. The recommended replacement of the unit which 2-10 has denied saying that the part [coil] is available and unit can be repaired. Part is not available until next week, again with record breaking heat, my home was 99 degrees yesterday. A holiday weekend coming up and no place we can afford to go stay. The unit clearly needs replacement however they continue to band aid the issue with repairs only lasting weeks and forcing us to continue to file new claims.Business Response
Date: 05/23/2025
May 23, 2025
******* E
Resolutions Lead
********************************************************************
RE: *** ******; HBRWC Plan No.12138282; BBB Complaint Number: 23364975
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 the contractor indicated the necessity of replacing the condensing coil. However, the contractor did not suggest a complete replacement of the unit, as it is possible to repair it. If the unit can be repaired, ***** will proceed with the repairs.
We acknowledge Mr. ******** frustration regarding the timeline for the unit's repair and are making every effort to ensure that the repairs are completed as soon as possible.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
********* ********
Claims Management & Resolution Department
**********************************
****************Initial Complaint
Date:05/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted a claim on March 25, 2025 because my fridge was not maintaining consistent temperatures. They sent somebody from ***** to look at it. He was supposed to come on April 4th and then he never showed up and I had to reschedule to 4/11. He came on 4/11 and and said replacing the control panel should fix it, so he ordered the control panel. While I was waiting for the control panel to arrive, my fridge stopped working completely and I had to throw out all my food (on 4/21/25). The technician came back on 4/25 and the control panel was replaced but the fridge still wasn't working. He ordered another part but said he wouldn't be back to install until May 9th. I made an appointment with him for that day. The technician didn't show up again, on May 9th, and I had to reschedule a week and a half out (which was the earliest time available). Yesterday was May 20th, and he didn't show up again and they're trying to get me to reschedule for early June. This has been 3 separate times of me planning to take off work to be home when the technician arrives, and then finding out mid day that no one is coming. At this point my fridge hasn't been working at all for an entire month.I am also in the process of selling my house, and closing is on June 16th. The buyers have been worried about whether or not the fridge is getting fixed in time, so this adds additional time pressure. At this point I'm frustrated and under a time crunch and decided to just deal with it myself and purchase another used fridge, since that is probably cheaper than paying out of pocket to have someone in my area repair it in a more timely manner. I am hoping to receive reimbursement for the fridge I purchased ($200), a refund of the $100 fee I paid at the time of the initial claim being submitted, and $50 for each day I took off work and had no technician show up.Business Response
Date: 05/26/2025
May 26, 2025
******* *.
BBB
***************
***********************
RE: *******************; Our Plan No. 12353159;BBB Complaint Case No. 23360816
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 March 25, 2025, service was requested for a refrigerator and the request was dispatched to ***** to diagnose the issue. 2-10 *** authorized the technician to replace the control board and order the necessary parts. Section VIII of the Terms of Service section of the warranty plan states that 2-10 HBW is not liable for any delay in or failure to perform service due to conditions beyond our control and/or that of a contractor, including delays in obtaining parts or equipment.
2-10 HBW has reached out to Ms. **** to discuss this matter and has agreed to reimburse the member in the requested amount of $450. Ms. **** has accepted this offer and the reimbursement is being processed.
Thank you for your assistance with this matter.
Sincerely,
*** *.
2-10 HOME BUYERS RESALE WARRANTY CORPORATIONInitial Complaint
Date:05/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
February 23, I submitted a service request via 2-10 and checked the follow boxes; multiple leaks and broken pipe behind the wall. This was due to a pipe in an upstairs bathroom that was completely broken which caused water to rush behind the wall. As a result i turned off the water to the house. On March 3, All Star Plumbing came to repair the issues. I reiterated the issue to them and digitally opened my door. The plumber contacted me to advise, they left a small stain on the ceiling and sent a close up of the stain, minimizing the damage. A review of the damage documented by video, while the contractor was still there, it was apparent the plumbers priority was blowing up the bathroom, he needed to turn on the water in order to flush the toilet. He flooded my guest room, bedroom closet and ceiling below. The guest room and bedroom closet carpets were soaked, ASP initially took accountability and said they would work to fix the issue with my warranty company as they have their own insurance as well as being insured through 2-10. They offered to poke a hole in the ceiling and open a window to air it out, which I welcomed. They cut a4X4 hole into the ceiling and broke window in the guest bedroom. After multiple calls and being punted back and forth between ASP and 2-10, for weeks, 2-10 advised, Id have to contact the plumbing company, who would provide their insurance information to me. Since then, *** has not answered one call from me. Ive contacted 2-10 weekly over the last two months, in each call they escalated the issue to customer relations who would call me (they dont have a direct line) in 24hrs, 1-2 business days or 3-5 business days. When I contacted 2-10 on April 23, 2025, I was advised the issue had been resolved/closed out and the contractor denied responsibility. I have yet to speak directly to a representative from 2-10s customer relations department. They offered $150 towards a fix. That is unacceptable.Business Response
Date: 05/22/2025
May 22, 2025
******* *.
BBB
***************
***********************
RE: ******* *****; Our Plan No. ********; BBB Complaint Case No. 23359340
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 Mr. ****** complaint. On February 23, 2025, service was requested for plumbing leaks and the request was dispatched to Allstar Plumbing to diagnose the issue. 2-10 *** authorized the technician to replace the leaking section of pipe and the shower valve. Allstar Plumbing further notified 2-10 HBW that water damage was present in the ceiling. Section IV of the terms of service states that in no event is 2-10 HBW liable for any indirect, special, punitive or consequential damages of any kind suffered by the member or any third party. The company shall not be liable for any damages related to any losses, liabilities or claims incurred or arising in connection with the use or provision by the member of service. Therefore, 2-10 *** denies liability with respect to damages. Allstar Plumbing has been notified of the matter. Mr. ***** may contact the company directly to further discuss this issue.
Thank you for your assistance with this matter.
Sincerely,
*** *.
2-10 HOME BUYERS RESALE WARRANTY CORPORATIONInitial Complaint
Date:05/16/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We filed a warranty claim with 2-10 Home Buyers Warranty on 19 April, 2025 and a technician from ******* ** came out to look at the ** unit on 23 April. The technician confirmed the unit needed replaced and said he would submit it to 2-10 to get a new unit ordered. I received a call from 2-10 on April 25th and I confirmed that I would pay the additional $800 cost to replace the ** unit that was not covered by the home warranty. 2-10 said they would get the equipment ordered.I called Buckeye ** on 6 May and the technician said that he submitted everything necessary to 2-10 but it looks like the equipment hasn't been ordered yet. I call 2-10 on May 7th and they claimed they needed more information from ******* ** before they could order the equipment. 2-10 put me on hold, called Buckeye **, and then came back on the line and said they sorted everything out and the equipment would be ordered. I called 2-10 back on May 13th and they said it had not been ordered yet and that it was with their procurement team and they needed 2-5 business days to review it and get it ordered (it had already been 5 business days at that point). I called 2-10 back on May 15th and got the same story (its now been 7 business days). I called 2-10 back on May 16th and the parts are still not ordered. It's been with the procurement team for 8 business day now, on top of a week and a half delay because they did not communicate with Buckeye **. Parts are still not on order as I file this complaint and the online status for the claim still says they haven't received the diagnosis from Buckeye ** (see attachment), which they have according to Buckeye **. I filed the warranty claim 28 calendar days ago and it's been over 80 degrees in our house. I have a pregnant wife who is 7 months along who works from home. 2-10 Home Warranty appears to be dragging their feet on this claim for no apparent reason and I am requesting assistance in getting our ** back up and running.Business Response
Date: 05/21/2025
May 21, 2025
******* *.
BBB
***************
***********************
RE: **** *********; Our Plan No. *******; BBB Complaint Case No. 23339391
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 Mr. ********** complaint. On April 19, 2025, service was requested for an air conditioning issue and the request was dispatched to Buckeye Air Conditioning & Heating to diagnose the issue.2-10 HBW authorized the replacement of the evaporator coil. There were some items necessary for the replacement that arent covered by the warranty *******. ********** cost of these items is $800, payable by the member to ************************.The company was initially unable to locate the correct replacement evaporator coil due to missing information. The necessary information has been provided by Mr. ********* and replacement parts are being ordered. When 2-10 HBW is in possession of additional information regarding the arrival of the replacement evaporator coil, the member will be further advised of the status of the repair.
Thank you for your assistance with this matter.
Sincerely,
*** *.
2-10 HOME BUYERS RESALE WARRANTY CORPORATIONCustomer Answer
Date: 05/21/2025
Complaint: 23339391
I am rejecting this response because: my air conditioning is still not working and per 2-10 HBW's response they still haven't actually ordered the parts. They are in "the process" of ordering parts which is what I've heard for the last 3.5 weeks. I will be satisfied when Buckeye AC & Heating has the parts in their possession and I've got an installation date scheduled.I had to call them again this morning and they finally told me what information they were missing. All they needed was the model number for the evaporator coil which I provided over the phone and emailed a photo. Why did it take 3.5 weeks to get this information? If 2-10 HBW would have told me what information they needed, I could have provided it 3.5 weeks ago and my AC unit would be working by now. I understand it is Buckeye AC & Heating's job to provide 2-10 HBW the necessary information but they never contacted me to let me know what was going on, what information they were missing, and never gave me the opportunity to provide the missing information until today. If 2-10 HBW values customer satisfaction as they claim, they would do a much better job communicating with their customers about the status of a claim (their website gave no insight into the actual issue) and give their customers the opportunity to speed up the process if they can't get their sub-contractor to provide the necessary information. I spoke with the Buckeye AC & Heating yesterday and they said they provided the necessary information 3 times already so I'm not sure what the real story actually is anymore. From my vantage point, Buckeye AC & Heating has contacted me throughout the process and seems to be the only one providing me updates and trying to get my AC fixed in a timely manner.
Sincerely,
**** *********Business Response
Date: 06/06/2025
June 6, 2025
******* *.
BBB
******************************************
RE: **** *********; Our Plan No. *******; BBB Complaint Case No. 23339391
Dear ******* *.:
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.
2-10 HBWs previous correspondence accurately stated the information in our records, as well as our position. ************************ has reported that the repair of the air conditioning system was completed. If Mr. ********* is experiencing a further issue with the air conditioning system,he should notify 2-10 HBW directly so that the matter may be addressed in a timely manner.
Thank you for your assistance with this matter.
Sincerely,
*** *.
2-10 HOME BUYERS RESALE WARRANTY CORPORATIONCustomer Answer
Date: 06/12/2025
Better Business Bureau:
Buckeye heating and ** did come out and replace the outside unit on May 25th but left before verifying that the system was actually blowing cold air. The first time we turned the system on, June 4th, it froze up completely and did not work. Buckeye heating and ** was notified of the issue on the 4th, and came out to look at the system on June 6th. They checked the refrigerant pressure (it was good) and removed the air filter from the inside unit (the filter was replace less than a month prior) and left. Buckeye technician did not verify the unit was working and blowing cold air so we called them back on June 6th. They were not able to come back out until Monday June 9th and we were given a time window of 12-5pm. I called Buckeye ** at 6pm on June 9th because they were an hour late to the appointment time and they said they were running way behind but would still be out around 9pm. They never showed up and never contacted us to let us know they were not coming. I contacted 2-10 HBW @ 11am on June 10th to escalate the issue since we still hadn't heard anything from Buckeye ** about getting rescheduled and when we called them, it went to voicemail. At 12pm on June 10th, Buckeye ** rescheduled us for 5-8pm that day. The technician called and said he thinks he knows what the issue is and would need to order a part (a moisture filter). He said he would get it in by Thursday, June 12th so he cancelled the appointment time for 5-8pm on the 10th. Buckeye ** did come out and replace the part on June 12th and the system is now blowing cold air. I am satisfied with 2-10's response since the parts have been received and they have been contacting me to get updates and make sure everything is progressing. I am a little frustrated with Buckeye Heating and ** for not properly testing the new ** unit when it was first installed and not properly diagnosing and troubleshooting the ** unit when we called them back out the first time. The issue has finally been resolved (it was opened on April 19th) and we have working ** so I am ok with closing this complaint.
Sincerely,
**** *********Initial Complaint
Date:05/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My 2-10 home warranty (service agreement number ********) covers A/C repair. My A/C was diagnosed with a leaky coil by 2-10 approved contractor (**************************) on April 9 (work order number ********). The replacement and repair have taken over a month and we are still waiting for the ** coils to be delivered to the contractor (Bi Polar). During the numerous calls I made to both 2-10 and Bi Polar. I was told an order for the ** coils was placed by 2-10 on April 16th, but the ** was not transmitted. Another order was placed on May 2, but it would take their supplier 5-7 business days to deliver. Today (May 13) is the 7th business day, and I was told the parts are coming through the train, which might take time. I suspect this is a common strategy of 2-10 to slow walk the repair until the customer gives up and fixes the problem out of warranty. Without a functioning A/C in the hot (97 degrees this week), humid Houston ******* I had to purchase a $400+ portable A/C unit. In this BBB complaint, I am seeking speedy parts delivery to complete A/C repair, reimbursement of the portable A/C unit, and an apology for the inconvenience, discomfort from the heat, and time wasted contacting all parties.I've attached my warranty coverage document and the A/C service request.Business Response
Date: 05/14/2025
May 14, 2025
******* *.
BBB
******************
Meridian, ID *****
RE: ****** ****, 2-10 *********** Agreement No. ********; BBB Case No. 23324992
Dear ******* *.:
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.
On April 9, 2025, a service request was placed for the air conditioning system and Bi Polar A/C & *********** was dispatched to diagnose and repair any covered problems. Unfortunately, it appears that there was a delay in obtaining the replacement evaporator coil. 2-10 has contacted Trane to request a tracking number for the estimated arrival time of the replacement parts and will provide ****** **** the information once it has been received.
2-10 *** 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 Jichao Chens situation. ****** **** may contact 2-10 HBW directly at ************ for further assistance.
Thank you for your consideration.
Sincerely,
Home Buyers Resale Warranty Corporation
**** *.
Claims Resolution SpecialistInitial Complaint
Date:05/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Submitted claim: 4/14 Repair Technician: came out:4/18 was advised circuit board was in need of replacement.. Technician explained his company would look for replacement parts..If they were unable to locate 2/10 wood start to replace the part Received call on 4/22 from 2/10 advising looking for part should receive update within 5 business days I have called several times only to advised it was past the time line for parts search.. I have requested to speak with a supervisor.. received 1 call back only for agent to say I had the wrong department and transferred to parts department.. I have been told my call was escalated. and have not received a response. The contract states if unable to repair a replacement is covered up to$3,000. I believe this delay tactic is used to push the consumer into buying a replacement and 2-10 not honoring the warranty.. I called today and was advised supervisor was unavailable and promised a call back in 4 hours.. no response..Business Response
Date: 05/14/2025
May 14, 2025
******* *.
BBB
***************
***********************
RE: ******* *****; Our Plan No. ********; BBB Complaint Case No. 23319956
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. ****** ************** 4 Services was authorized by 2-10 HBW to repair the oven and order the necessary parts. Section VIII of the Terms of Service section of the warranty plan states that 2-10 HBW is not liable for any delay in or failure to perform service due to conditions beyond our control and/or that of a contractor,including delays in obtaining parts or equipment. 2-10 *** has been advised that additional parts for the vent hood are expected to be available on or about May 19, 2025. When Tech 4 Services is in receipt of the replacement parts, the company will contact Ms. ***** to schedule an appointment to install the parts.
Thank you for your assistance with this matter.
Sincerely,
*** *.
2-10 HOME BUYERS RESALE WARRANTY CORPORATIONInitial Complaint
Date:05/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
When I purchase my home, I was advised that because the home was a new build that the purchase came with a 1 year home warranty. Which I didnt think I needed because the house was brand new but to my surprise, Ive had several issues. Most recently, my **. Ive beeN without air conditioning since Feb of this year. I 1st reached out to the builder back in March because from the last issue, he advised to contact them directly for any further issues, but was unsuccessful. His phone number was disconnected. So I contacted the warranty company in which I had (2-10). They told me that they had to reach out to the builder. I let them know that his number is disconnected. They told me that this was the procedure. So I waited over a week for them to tell me that they too havent been able to reach the builder and theres another contract that would have to be reached to see if they could get in touch with the builder. This person was out on leave so they couldnt tell me when that would happen. I inquired if I could pay for the service and be compensated at the back end. They said theyd have to see an estimate before approving any services. I had someone come out did an estimate. They said the ** is still under warranty so it would just be the labor sent over the labor cost to them and they told me it was too high. I need to get another estimate. ive been requested for a technician from 210 to come out and look at the **. I have not heard anything since then. we are in the midst of summer months and I dont have an ** and I live in *******. I just need for them to fix my air conditioning as my warranty promises.Business Response
Date: 05/14/2025
2-10 Home Buyers Warranty (2-10 HBW) is in receipt of the complaint submitted by ******* ***** (homeowner). We have located the homeowners warranty with an Effective Date of 05/28/2024 and which includes a 1 year Workmanship, 2 year ******************** and 10 year Structural Defect coverage from the Effective Date of Warranty. This coverage was provided by ********************* (builder/seller). Thank you for the opportunity to review and respond.
2-10 HBW apologizes for any inconvenience that the homeowner may have experienced thus far. We would begin by explaining the warranty coverage and what 2-10 HBWs role is. Section II of the 2-10 Warranty booklet states, Your builder/seller will investigate and remedy all covered defects pursuant to the Construction Performance Guidelines.
2-10 HBWs role is defined in Section VII as follows: Warranty administrator means Home Buyers Warranty Corporation. The warranty administrator is the creator and administrator of the 2-10 HBW New Home Warranty program and is available to answer any questions you may have about the express limited warranties provided to you by your builder/seller under this booklet.
As such, 2-10 HBW does not make coverage decisions, nor do we assist directly with repairs to the home. Rather, we can discuss the coverage terms with both parties and assist with communication between a homeowner and a builder. As the builder, ********************* determines which repairs will be made and what the timeframe is for repairs.
On February 4, 2025, the homeowner began emailing the builder to request repairs to the flooring and subfloor. The builder responded to the homeowner stating that the workmanship coverage term has expired and that they are no longer responsible for investigating or offering further repairs.
As Ms. ***** states, 2-10 HBW has been actively contacting the builder via telephone and email to request they review and respond to her concerns. We have additionally been researching to attempt to locate alternative ways we may reach ********************* to obtain a response as soon as possible. We do regret the delay this is causing.
Since we do not have the authority to make a coverage decision or repairs we are not able to guarantee that Ms. ***** will receive reimbursement if she pays the subcontractor she obtained for the part replacement. Likewise we are not able to send a technician as we do not have any technicians that provide service under the new home warranty.
2-10 HBW would like to thank ******* ***** for bringing her concerns to our attention so we may investigate this matter further. As any and all repairs are performed by the builder, we do need ********************* to provide a response to our communication attempts. We will notify the homeowner and provide a status update as soon as we do hear from her builder.
Sincerely,
****** ******
Warranty Administration
2-10 Home Buyers WarrantyCustomer Answer
Date: 05/28/2025
Ive heard from the company letting me know that there is a protocol that they have to follow and they are unaware of how long it may take for it to get resolved so I still dont know if and when Im gonna have someone come out to my home. Ive reached out to them to find out if they are going to cover the cost of the new quote that I got for about $500. I still havent received this response to that email and that was 48 hours ago.
Have a Blessed Day!Business Response
Date: 05/30/2025
2-10 *** would like to thank Ms. ***** for bringing her additional questions and concerns to our attention. On May 27, 2025, 2-10 HBW received special approval to offer the homeowner the option of submitting her concerns to our warranty insurer, NHWIC. This option requires special permissions and, as she notes, protocols that must be followed because Section VII of her warranty booklet does require that a homeowner arbitrate a workmanship dispute against the builder prior to the warranty insurer being considered. We apologize for any frustration or inconvenience the homeowner may have experienced, but would note that the delay was in the interest of helping her ultimately obtain a quicker response.
As the warranty administrator, 2-10 HBW does not have the authority to make coverage decisions or guarantee reimbursement of any repairs that have already been made. This decision can only be made by the builder/seller or the warranty insurer. Therefore, she will need to wait for ****** claims adjuster to make that determination. We would note that 2-10 HBW cautioned the homeowner that reimbursement could not be guaranteed if a complete repair to her air conditioning system was made and this was explained to the homeowner prior to her making the decision to pay for the repairs herself.
Ms. ***** will receive information from ***** once a claims adjuster is assigned. We respectfully request that she direct any future questions to NHWIC.
Sincerely,
****** ******
Warranty Administration Supervisor
2-10 Home Buyers WarrantyInitial Complaint
Date:05/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
2-10 Home Warranty policy assigns partner vendors to complete service work according to my $2018.00 Premium policy that guarantees services calls within ***** hours. Florida Pro Services has been assigned to my HVAC repair in Sept. 2024 as well as now 4/28/25. Service technician comes to do assessment, collects $100.00 for service fee then no one follows up to do the actual service work. I have called Florida Pro Services every day since 5/2/25 to see when someone will schedule service work, I finally spoke to a woman who said she didn't know, they would call me back. No one ever calls back. I have escalated my case with 2-10 Home Warranty who cancelled the work order with Florida Pro Services and how reassigned a new company to come and begin this process all over again, I will again be required to pay the $100.00 service fee. This is a big vicious cycle of calls, file claim online, request service online, no one calls to confirm any service work will be done. I will cancel this policy as soon as I can get any recourse to have warranty work done based on my premium policy. This is fraudulant and it is a scam to continue to collect $100 per visit when no work is ever completed.Business Response
Date: 05/14/2025
May 14, 2025
******* E
Resolutions Lead
********************************************************************
RE: **** *****; HBRWC Plan No. 12334780;BBB Complaint Number: 23318078
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.
Records show that on May 12, 2025, due to no response from Florida Pro Services LLC, the service request was transferred to ***************************** for service. Ms. ***** was not charged an additional service fee for the new service request.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
Schawanna B.
Claims Management & Resolution Department
**********************************
****************
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