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
- 796 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:04/28/2025
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.
I filed a claim on 3/19/25 under my homeowner's warranty for a refridgerator that was not making ice. A technician was at my home on three seperate occasions after which in the last visit it was determined that the refridgerator was unrepairable. On that day (4/10/25) I received a call from 2-10 stating that my claim was submitted to the rplacement review team, and I would receive an email within 5 business days with an offer of a replacement model or cash offer if I determined that the replacement offer was not to my liking. After waiting the 5 days, I called on (4/15/25) to let them know that I had not yet received the expected email. I was told that no updates had been made to my claim. The claim was escalated at that time. I then waited another 10 days and still no updates from 2-10 so I called again and this time I was told the matter was being expedited and I should wait an additional 2 days for a response. On the morning of 4/28/25, I called again and was once again told that the matter had been expedited. I demanded to speak with a supervisor and was told that I would receive a call within 4 hours. The four hours passed and no call from anyone at 2-10. I caled again and asked to speak with a call center supervisor but was not connected with anyone, and was only told I would receive a call.This claim has been ongoing for 40 days without a resolution. I do not have a working refridgerator and am let with no clear end in sight for a resolution.
Business Response
Date: 05/02/2025
May 2, 2025
******* E
Resolutions Lead
********************************************************************
RE: ****** *****; HBRWC Plan No.11318837; BBB Complaint Number: 23259576
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.
Upon reviewing the records of *****, I discovered that on May 1, 2025, the contractor provided an updated diagnosis indicating that while parts had been installed, the issue remained unresolved.The contractor noted an internal short in the unit that was irreparable and required replacement. A service request for the replacement is being initiated,and Mr. ***** will be informed about the refrigerator's replacement.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
Schawanna B.
Claims Management & Resolution Department
*******************************************************
****************Customer Answer
Date: 05/02/2025
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,
****** *****Initial Complaint
Date:04/27/2025
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 has been working on repairing my foundation at my home for almost 2 years without much to show for it. The company that they contracted for the foundation leveling did not finish the job and the project has been in limbo for almost 5 months. There was a water leak that occurred during the lift. A plumbing inspection was not completed prior to work. The contracted company is claiming that it was not caused by them. The flooring on the bottom floor is damaged and has been pulled up. The deck that was rebuilt by the contractor is crooked and was not stained like the original. The representative assigned to my claim has been on leave for almost a month and has not provided me with an update on the claim. I would like this repair finished within 45 days.Business Response
Date: 04/30/2025
April 30, 2025
******* E
Resolutions Lead
********************************************************************
RE: *********** ******; HBRWC Plan No.; BBB Complaint Number: 23257217
2-10 Home Buyers Warranty is in receipt of the complaint submitted by *********** ******. Thank you for the opportunity to review and respond. We respectfully ask that ********* provide his property address so we may review this matter further. Our records indicate that the address ************************************************************************************************* is not enrolled with a structural defect warranty through 2-10 HBW. We have likewise searched by the homeowners name in an attempt to locate the property in question, but do not show any structural claims have been filed for a customer with the last name of ****** in the state of *********
We are happy to review this matter further once the homeowner is able to verify that their home has been enrolled with a 2-10 Warranty and that a structural claim was submitted.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
********* ********
Claims Management & Resolution Department
*******************************************************
****************Customer Answer
Date: 04/30/2025
Complaint: 23257217
I am rejecting this response because:Property Address:
***************
*********************
Sincerely,
*********** ******Business Response
Date: 05/14/2025
May 14, 2025
******* E
Resolutions Lead
********************************************************************
RE: *********** ******; HBRWC Plan No.; BBB Complaint Number: 23257217
I have reviewed HBRWCs records and found that coverage was accepted on this claim. Bids have been received and are currently pending approval to proceed with structural repairs and cosmetics. Mr. ****** will be notified once approval has been completed.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
********* ********
Claims Management & Resolution Department
*******************************************************
*********************;Initial Complaint
Date:04/24/2025
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 has held our 10 year house foundation warranty for 10 years now. We have done our due diligence by calling them out and then also hiring a construction engineer out as well as getting multiple quotes from various companies. My house just got passed the 10 year warranty but for years I have been trying to get them to fix the problem but they claim there is none. My house is cracked in HALF - I can follow the crack outside my house, inside my house, under a bathtub, through my hallway, through my garage, and outside to the other end of the house. It is causing the front half of my house to slant downward. Every company I have had out here states that this needs to be fixed, however the warranty people kept telling me that it wasn't bad enough to be fixed and to see if it will change with time. I now have doors that won't lock and doors that won't stay open. Before my warranty ended we paid $250 to 2-10 Warranty to do another inspection, they just responded to an email and never showed up but also never gave us back our money.Business Response
Date: 05/02/2025
May 2, 2025
******* E
Resolutions Lead
********************************************************************
RE: ******** De La ****; HBRWC Plan No.8038712; BBB Complaint Number: 23247253
2-10 Home Buyers Warranty (2-10 HBW) is in receipt of the complaint submitted by ******** De La **** (homeowner). We have located the homeowners warranty with an Effective Date of 01/27/2015 and including 10 years of Structural Defect coverage from the Effective Date. Thank you for the opportunity to review and respond.
2-10 HBW apologizes for any frustration or inconvenience that the homeowner may have experienced. We would begin by noting that the structural coverage is insurance backed, and all claims are handled by 2-10 HBWs warranty insurer, New Home Warranty ****************** A Risk Retention Group (NHWIC).
Section III of *************** warranty states, ***** Structural Defect is defined as the failure of ***** Structural Components to meet the Performance Standards defined in Section X. Section X goes on to provide specific standards including measurements that determine any qualifying structural defects.
On 02/27/2025, 2-10 HBW collected the $250 claim investigation fee and submitted **************** claim to the warranty insurer, NHWIC. We have notified NHWIC of the homeowners dispute and requested they contact ********* **** directly to discuss this matter further.
While 2-10 HBW does not have access to NHWICs claim notes or specific details on any coverage decision, we can verify that the homeowner was reimbursed their $250 claim investigation fee on 03/07/2025 via a credit that was issued to the homeowners card ending in 3831. As such we do disagree with the homeowners statement that she was not reimbursed for her claim investigation fee. This fee is due up front and the warranty states it is non-refundable. However, NHWIC does have the ability to reimburse this fee at their discretion.
2-10 HBW would like to thank the homeowner for bringing his concerns to our attention so we may review the matter further. We have notified our warranty insurer, NHWIC of the homeowners concerns and requested they contact the homeowner to discuss this matter further. As the warranty administrator, 2-10 HBW does not have access to any claim details nor do we have the authority to make a coverage decision or overturn a coverage decision. This is solely reviewed by the warranty insurer.
Sincerely,
****** ******
Senior Warranty Administrator
2-10 Home Buyers WarrantyInitial Complaint
Date:04/24/2025
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.
I filed a claim for a leaking water heater. They responded 3 days later telling me that they could not find a contractor in my area and it was up to me to hire my own contractor. I found one that would and did the replacement. He charged me $2700.00 for the job. I submitted my claim and was told I would get $2108.00 back, the rest of the services were not covered. I said that was fine. On the day that the water heater was finally replaced, 2-10 called that afternoon stating that they had finally found a contractor in my area, I said that the work had already been completed. I got my claim check about 2 weeks later, but not for the amount that they had told me, but for $915.00. I called and asked why I was not given the amount that they had quoted at $2108.00? They said because that was the amount approved for their contractor, which they found after they had already told me to find my own contractor. I was not pleased with the amount that was sent to me for $915.00 after I had been told it would be $2108.00. The following day I called them to cancel my policy which I had paid $1492.80 in November of 2023 for the term of three years. They said I would get a prorated refund for the remaining time left on the policy. I received a letter about a week later stating, " The applicable cost and/or claims exceed the amount that you have paid in premiums." I still had one year, and seven months left on the policy and should have at least gotten half of what I paid for in full for the three-year term, which would come out to $746.00. So, if I had not cancelled my policy and I filed another claim, would it be denied because according to them I had already exceeded the costs of the policy? Then what good is a warranty if they will not pay any claims because I had exceeded the policy costs? I am not satisfied with their response and am asking to get back at least half of the remaining policy cost of $746.00. Thank you for your time, I look forward for a quick response.Business Response
Date: 04/25/2025
April 25, 2025
******* E
Resolutions Lead
********************************************************************
RE: ******* *****; HBRWC Plan No. 11893916;BBB Complaint Number: 23245746
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.
Section F of the warranty plan advises that if you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee.
Total cost: $1,492.80
Days of agreement term: 1095
Cost per day (Total cost / Days of agreement term): $1.36
Days in effect (Effective Date (11/2/2023); Requested cancellation date (3/25/2025)):
Amount to be deducted from premium paid (Cost per day ($1.36) X Days in effect (509) X Pro-rated % (100)): $692.24
Gross refundable amount (Total cost - Amount to be deducted): $800.56.
It is found that Mr. ***** was accurately advised of the cancellation reimbursement amount per the terms of the warranty plan. There are no additional reimbursements due.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
********* ********
Claims Management & Resolution Department
**********************************
****************Customer Answer
Date: 04/25/2025
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,
******* *****Initial Complaint
Date:04/22/2025
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.
On 2/18 of last year I told 210 Home Warranty that I wanted to cancel my home warranty with them because they did such an outrageous job at getting my hot water back on it was on a recorded line that I spoke to somebody and I was told that my subscription was going to be canceled. Now I'm being told that my subscription was never canceled in my money was never refunded because I have to send in an email well the person I spoke to the customer representative that I spoke to never said anything about that so now I feel like I'm being screwed over by a business that cheated me out of my money. The entire exchange is on a recorded line that they can easily go back and listen to I don't feel like I should have had to deal with this monstrosity of a company still calling me and telling me that my cancellation was never put through because I didn't write an email because I was never informed to write an emailBusiness Response
Date: 04/23/2025
April 23, 2025
******* E
Resolutions Lead
********************************************************************
RE: **** *********; HBRWC Plan No. ********; BBB Complaint Number: 23236582
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 was unable to locate any records that Mr. ********* requested to cancel the warranty plan. Records show that the warranty plan is still active. Mr. ********* can contact customer service at ************ to cancel the warranty plan.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
********* ********
Claims Management & Resolution Department
**********************************
****************Customer Answer
Date: 04/23/2025
Complaint: 23236582
I am rejecting this response because:
Sincerely,
**** ***-*****I have already called their customer service when I stated I did the fact that they can't find anything is complete BS because all of their lines are recorded they don't help I already tried to cancel once I don't want to renew anything I never want to use their services again because they have such horrendous customer service I never thought I was going to get anything back because why would they actually make things right for the customer all they do is *** people I don't want to ever hear from 210 home warranty ever again.
Business Response
Date: 04/28/2025
April 28, 2025
******* E
Resolutions Lead
********************************************************************
RE: **** ***-*****; HBRWC Plan No. ********; BBB Complaint Number: 23236582
The records indicate that the last effective date was April 23, 2025, at which point the warranty plan expired and is now inactive.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
********* ********
Claims Management & Resolution Department
**********************************
*********************;Customer Answer
Date: 04/28/2025
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,
**** ***-*****Initial Complaint
Date:04/22/2025
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.
I submitted a claim for a malfunctioning washer, and while a technician did come out, the issue remains unresolved. The technician advised that in his opinion, the washer should be replaced, yet 2-10 Home Warranty is choosing to proceed with a part replacementa part that may not even work, according to the technician.Ive now been told that it will take at least 3 more weeks before a tech can return to attempt the repair. Thats a minimum 3-week wait without a functioning washer, which is completely *************** make matters worse, I have been bounced from one supervisor to another, and all Im told is that they can send emails to the service company and wait for a response. Theres been no follow-through, no accountability, and no urgency in resolving this claim.Additionally, two out of the three representatives Ive spoken to have been unfriendly and belittling, making this entire experience even more frustrating. I would like my washer fixed in a timely manner or a full replacement of the washer. Let's see the owner of that company going three weeks without a washer.Business Response
Date: 04/23/2025
April 23, 2025
******* E
Resolutions Lead
********************************************************************
RE:******** *******; HBRWC Plan No.12265626; BBB Complaint Number: 2326492
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 ***** did not report the need for unit replacement. The contractor advised that repairs were applicable, and parts were ordered. ***** confirmed on April 18, 2025, that the parts were ordered and would arrive within 7-10 business days. Upon arrival, ***** will contact Ms. ******* to confirm an installation appointment. As an alternative, Ms. ******* was offered $350 towards a new unit, which she declined.
The washer is repairable, and parts have been ordered. ***** will contact Ms. ******* directly to schedule the installation once the parts have arrived.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
********* ********
Claims Management & Resolution Department
**********************************
****************Initial Complaint
Date:04/22/2025
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.
To Whom It May Concern,I am writing to file a formal complaint against 2-10 Home Warranty regarding an unresolved service issue and a lack of customer support for Work Order #********, which was placed on March 18, 2025 for a malfunctioning dryer.I have been a paying customer, with my ********************** premium drafted automatically each month. After placing the work order, a technician was dispatched, and I paid the required $100 service fee. The technician assessed the issue and informed me that the necessary parts were pending order from 2-10 Home Warranty. However, it has now been over a month, and the parts have still not been ordered, and my dryer has not been repaired.Despite my continued payments and good standing with the warranty company, I am left with an unresolved issue, and I am now out $100 for a service call that led to no repair. I find this unacceptable and frustrating, as Ive received no meaningful update or resolution from 2-10. I have contacted the company and the technician at least 7 times within the last month and still no resolution.I am requesting the following:1.A refund or credit of the $100 service fee paid to the technician.2.Immediate action to complete the repair of my dryer.3.Reimbursement consideration for the extended delay and inconvenience.I hope this matter will be taken seriously and resolved promptly. I am happy to provide any additional documentation upon request.Business Response
Date: 04/28/2025
April 28, 2025
******* *., Resolutions Lead
BBB Great West + Pacific
*******************>Meridian,ID *****
RE:**** ******; Service Agreement # ********; BBB Case No. 23234991
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 March 13, 2025, the dryer service request was dispatched to Sunday Tekk Appliance Repair to diagnose any problems. The technician reported that the dryer heating element assembly, dryer motor,blower assembly, and the assembly duct heater needed replacing, and 2-10 *** authorized the repairs. 2-10 *** has ordered the parts, and the estimated arrival time is April 29, 2025. Once the Sunday Tekk Appliance Repair technician has all the parts, Ms. ****** will be contacted to schedule the installation appointment.
We apologize for any frustration or inconvenience the homeowner may have experienced when contacting 2-10 HBW. However, the 2-10 HBW section provides *********** Fee. It is your responsibility to pay a Service Fee directly to the Contractor for each Covered Item (e.g., water heater and pipe leak require two (2) Service Fees). Each Service Fee is due when the Contractor visits your Home for diagnosis. Please review this entire Agreement for additional details about your responsibilities and the scope of the Service, and call ************ with any questions. Therefore, the $100 service fee is valid. 2-10 HBW. We sincerely apologize for any frustrations and inconveniences 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 SpecialistCustomer Answer
Date: 04/29/2025
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. I did receive an email that my parts were ordered after a month of calling and trying to get the issue resolved. I will now wait to hear from Sunddek Appliance once the parts are delivered on 4/29. If I dont hear from him by next week I will follow up again with 2-10 for a new technician without paying another $100 service fee
Sincerely,
**** ******Initial Complaint
Date:04/19/2025
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.
In Feb 2025, I filed a two claims for service. One plumbing and the other a dishwasher. I paid $100 for each service request. They sent a "pro" out for the dishwasher and it worked for two cycles and broke again. Then they sent a plumbing "pro" who made an error who said this was not a plumbing matter, that it was a roof leak (in the basement). He never even tested the pipes. A roofing specialist came out and said it was not a roofing matter, that it was indeed an interior pipe leak. In the back and forth time between contractors, my warranty expired and they closed both open claims. I called them and asked to resend someone on the original claims from February that the plumbing one was improperly diagnosed and the dishwasher was still not working and they said they could not because it was now March and the policy expired in March. They said they would not take care of me unless I renewed, in spite of the fact the claims were filed while the policy was valid. They claimed it was a "system thing" necessitating renewal to open a closed claim. I reluctantly renewed because it was "the only way" they could reopen my claims. The policy cost $732. Additionally, they still owe my son, (active duty Air Force) $100 for referring his sister (**** Vet) for her policy. They owe her $100 for her new customer incentive. That has been owed to each of them since November 2024. Each time we have checked, they give us the run around. After purchasing the new policy and being promised they would get those gift cards to my kids, they have baselessly denied the claim and they have failed to provide the gift cards. At this time we just want the repairs or refund $200 for service calls paid on the original policy claims that were closed/cancelled prior to fixing the problems, $732 for the new policy premium, and $200 for the long over due gift cards. My daughter's policy is still valid and she will keep that until it expires. 2-10 Home Warranty is fraudsters, we need your help.Business Response
Date: 04/22/2025
April 22, 2025
******* *.
BBB
***************
Meridian, ID *****
RE: ***** *******; Our Plan No. Unknown; BBB Complaint Case No. 23225102
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. 2-10 HBW is not able to locate a warranty plan that matches the issue described in the complaint.The warranty plan for the address provided by the customer does not have an active ********************** plan. In order to address this matter, we request that the member provide the property address or plan number for the property where the incident took place. When 2-10 *** has received the requested information, Ms. ******* will be further advised of our position.
Thank you for your assistance with this matter.
Sincerely,
*** *.
2-10 HOME BUYERS RESALE WARRANTY CORPORATIONInitial Complaint
Date:04/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 4/13/25, I filed a claim with 2-10 Home Warranty because my refrigerator was not cooling properly. The technician came to diagnosed the issue on 4/15/25 and determined that the control board needed to be replaced. However, the manufacturer no longer sells the board new. He submitted the diagnosis to 2-10. On 4/16/25, I contacted authorization. The representative called the technician. The technician explained that part was not available and recommended replacement of the unit. Based on her conversation with the technician, the representative told me that should would expedite the claim since it was only a matter of time before the unit would freeze over and quit cooling again. On 4/17/25, the authorization representative called me with these 2 options. Option 1 - The technician could come back and pull the control board and mail it to a company to repair it. The estimated timeline given was 10 days. During that time, I would not have a working refrigerator - the most used appliance in every home!Option 2 - They would give a check for $215.I found both options insulting. How does a family go 10 days without a refrigerator? That is not a timely manner for repair for the most used appliance in a house! It would be different if it was a microwave or dishwasher, but to go 10 days without a refrigerator is ridiculous! $215 for a refrigerator is also insulting! That would barely pay for delivery and taxes for a new unit.According the ******************************, "2-10 works to do the right thing" and "2-10 is committed to providing the best expertise and solutions to protect our clients, partners, and members". From a customer experience with multiple properties covered by 2-10 for multiple years, I do not believe the right thing is expect a customer to go a minimum of 10 days without a refrigerator or getting offered an insulting $215 for me to figure out another solution. It is not doing the right thing and does NOT pursue excellence!Business Response
Date: 04/22/2025
April 22, 2025
******* *.
BBB
******************************************
RE: ******** ********; Our Plan No. ********; BBB Complaint Case No. 23220349
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. 2-10 HBW is not able to locate a warranty plan that matches the issue described in the complaint. The warranty plan for the address provided by the customer does not have a current refrigerator dispatch. In order to address this matter, we request that the member provide the property address or plan number for the property where the incident took place. When 2-10 *** has received the requested information, Ms. ******** will be further advised of our position.
Thank you for your assistance with this matter.
Sincerely,
*** *.
2-10 HOME BUYERS RESALE WARRANTY CORPORATIONCustomer Answer
Date: 04/22/2025
Complaint: 23220349
See attachment - Work Order Number ******** / Service Agreement Contract - 12257096Business Response
Date: 04/28/2025
April 28, 2025
Whitney E
Resolutions Lead
********************************************************************
RE: ******** ********; HBRWC Plan No. ********; BBB Complaint Number: 23220349
The contractor reported to ***** that the board could be rebuilt, and the refrigerator could be repaired. Since the unit is repairable and can be repaired Ms. ******** was given repairs options. Alternatively, Ms. ******** was given the option to accept the buyout offer of $315 if she did not want to wait on repairs. On April 25, 2025, Ms. ******** accepted the buyout offer of $315.
Thank you for your consideration.
Sincerely,
Home Buyers Warranty Corporation
Schawanna BCustomer Answer
Date: 04/28/2025
Complaint: 23220349
I only accepted this very disappointing offer because I have no other options since my refrigerator started to fail again. I will not be renewing my policies because I no longer trust this company. I would can cancel my policy now but I would get about $40.
Sincerely,
******** ********Initial Complaint
Date:04/14/2025
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 Homebuyers Warranty. This is a very challenging business to work with. They charge you monthly for services that you then must still pay a down payment on. Claims are not processed quickly and the work done by the contractors is minimal, just hand-aided work. The absolute worst part is trying to cancel your policy. They dont return calls nor do they refund once you have been charged, they are so difficult to work with.Business Response
Date: 04/15/2025
Please review the attached correspondence. Thank you.
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