Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had recurring issues with our laminate vinyl plank (LVP) flooring have been abnormal joint separation and puckering. The flooring has been separating in a total of 14 spots. The planks have been separating by 1/8 to 1/2.Our problem with 2-10 Home Buyers Warranty and **************** began last year. My wife contacted them to schedule the eleven month inspection on January 23, 2024. We were told to submit a warranty request; we did, but we did not receive a reply. My wife reached out again on April 4, 2024 and we were told they would send someone out on April 23, 2024. Our floor werent fixed and my wife followed up with 2-10/***** throughout June and into July. We emailed them on the 24th because one my children cut their foot on the exposed edge of a flooring plank. But we did not receive a reply. We repeatedly emailed and followed up with 2-10, but we kept receiving generic or automated responses. It wasnt until August 29, 2024 that they attempted to contact *****. ***** did not work on the flooring until September 30th, 2024. This was about nine (9) months after the initial request. They worked on the floors, but the flooring began to separate soon after. I filed another warranty request on November 2, 2024. I got no response from them, so I followed up on December 5, 2024. I had to email them back and forth for about four months and I have not had a response from the builder. I believe that I am being ignored by 2-10 and by *****. The flooring problem needs to be resolved and should be fixed correctly. I had a professional with ***** tell me the issue is abnormal, and there is something wrong with the flooring. 2-10 and ***** refuse to correct the issue, and its a safety hazard for my children. They have already been hurt once, and I do not want them to get hurt again. I just want the flooring fixed correctly, and I would appreciate assistance resolving this issue.

  

  Business Response

  Date: 04/10/2025

  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 02/17/2023 and which includes 2 years of workmanship and distribution systems, 4 years of roof, and 10 years of structural defect coverage provided by ***************************** (builder). 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 assist directly with scheduling or repairs to the home. Rather, we 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.
  
  Our records indicate that on 04/14/2024, 2-10 HBW was first contacted by the homeowner. As 2-10 *** was not contacted prior to that date, neither by telephone nor email, Mrs. ******* wife may have been contacting the builder and not 2-10 HBW prior to 04/14/2024. We do apologize for any misunderstanding that may have led to the delay in submission. After processing the request, 2-10 HBW continued to follow up with the builder. We were next contacted by the homeowners on 07/19/2024. We did respond and verify that we had sent their concerns to the builder for further review.
  
  2-10 HBW additionally responded to the homeowners follow-up requests on 07/25/2024, 07/30/2024, 08/12/2024, 08/27/2024, 11/04/2024, 12/26/2024, 02/13/2025, and 03/25/2025. Therefore, we respectfully disagree with Mr. ******** statement that 2-10 HBW has not replied to him. While some automated emails are sent, the dates listed above were emails that were personally written by a member of our Front Line team. 2-10 *** has continued to respond to his concerns to verify the steps taken by our company to notify the builder and to provide any updated information that the builder provides to 2-10 HBW.
  
  2-10 HBW also disagrees with the homeowners claim that no attempts were made to contact their builder until 08/29/2024. 2-10 *** contacted the builder about this request on 04/15/2024,
  05/31/2024, 07/19/2024, 07/23/2024, 07/25/2024, 08/12/2024, 08/26/2024, 08/27/2024, 10/10/2024, 11/04/2024, 12/09/2024, 12/26/2024, 12/27/2024, 02/13/2025, and 03/25/2025. Thus, in addition to ensuring that we communicated the Raymonds concerns to the builder, we were also initiating contact to request updates on dates and times when the homeowner had not contacted 2-10 HBW.
  
  We regret to hear that the initial repairs did not hold and that the flooring is still separating. 2-10 *** contacted the builder upon being made aware of this information. We agree to continue to follow up with ***************************** to seek a resolution for any warrantable defects under the workmanship term.
  
  2-10 HBW would like to thank ******* ******* for bringing his concerns to our attention so we may investigate this matter further. While we do disagree with the homeowners statements that 2-10 HBW has been unresponsive, we nonetheless acknowledge and empathize with any frustration caused by the delay and reappearance of his flooring separation. As the warranty administrator, 2-10 HBW does not make repairs directly but we will continue to follow up with ***************************** who is able to review, make a coverage determination, and assist the homeowner with any warrantable repairs.
  
  Sincerely,
  ****** ******
  Warranty Administration Supervisor
  2-10 Home Buyers Warranty

• Initial Complaint

  Date:04/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2-10 is a home warranty company. In their contract, if you pay for a service fee, the call back time is 60 days. In my case, during the 60 day call back period, my contract renewed. After the new contract dates were in place, the previous problem reoccurred. Now 2-10 is telling me because it happened during the previous contract period, that they will not honor it and I have to pay again. Unfortunately, there is no way for me to contact anyone at the company with the power to fix this issue.

  

  Business Response

  Date: 04/10/2025

  Please review the attached correspondence.  Thank you. 

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother called 2-10 on 4 March. She called about the dishwasher leaking and no longer working. 2-10 assigned the repair to Quans Appliance Repair. My mom called Quans Appliance repair on the 7th and he stated that he would call back the following day. We never heard from ****** Appliance again. On March 10, she called back 2-10 and they assigned ****** appliance. ****** Appliance stated that the appliance would need to be replaced.On or about March 21, I called 2-10 to ask about the new dishwasher being shipped. Instead they offered me a total amount of $400 to replace the part myself. I was told by the 2-10 customer service representative that the money was for the part. As a result, ordered a new dishwasher and had it shipped to my home. I used the entire $400 on the part to be ordered, as that is what I was told it was for by 2-10. On 7 April, I reached out to ******* appliance to install the dishwasher. I was informed that he was told by 2-10 that I was required to pay $165 for installation of the dishwasher and 2-10 would not pay him directly because 2-10 sent me two checks totaling $400. On April 7, I called 2-10 asking about the miscommunication because I used to entire $400 to purchase the dishwasher, as I was previously told the money was for the dishwasher. 2-10 changed their instructions, unfairly, to tell me that I was required to pay for the installation as well. I was never informed of this, as I was told to order the part with the money. I was now responsible to pay for the installation after I had already ordered the part and spent the money, as that is what 2-10 initially instructed me to do. 2-10 should have paid for the installation rather than change their instruction last minute. I am now indebted to another person as I had to find a way to pay to have the dishwasher installed. If 2-10 told me I had to pay for installation with a portion of the $400 initially, I would have made other decisions with the $400. I was treated unfairly by 2-10.

  

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  
  
  ******* *.
  BBB
  ***************
  ***********************
  
  RE:      ********* ********; Our Plan No. ********; BBB Complaint Case No. 23171504
  
  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. ****** Appliance Repair reported to 2-10 HBW that the tub in the dishwasher was leaking and recommended that the unit be replaced. Therefore, 2-10 HBW offered Ms. ******** reimbursement in the amount of $400. The Kitchen Appliances section of the warranty plan states that all kitchen appliances include a $400 limit per appliance. This limit includes the replacement unit and any installation charges. Based on the terms of the warranty plan, I find that Ms. ******** was rightfully offered the plan limit of $400 and 2-10 HBW is not liable for any additional reimbursement toward the dishwasher replacement.

  
  Thank you for your assistance with this matter.
  
  Sincerely,
  
  *** *.
  2-10 HOME BUYERS RESALE WARRANTY CORPORATION

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23171504
  
  I am rejecting this response because: the company did not state that I would be responsible to paying for installation fees, I was told that the money was for the part by the customer service representative. On my contract, it only states the following " All kitchen appliances - $400 per appliance". I followed the company's instruction by using the money on the part. When I received the check from the company, I asked the contractor about installation as well and the contractor said yes. Nothing changed until 07 April when new and sudden information was told to me. Had I been made aware, either through the contract or through the customer service representative that I spoke too, I would have had the opportunity to make different decisions. Sending the check for $400 is okay but telling me that the money was for the part, which caused me to spend the money on the part by following instructions, and not inform me of additional costs that it needed to cover until after I purchase the part is unacceptable. 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a newly built home in Feb 2021. The home came with a 1 year workmanship warranty and a 10 year structural warranty from 2-10 Home Warranty. I recently had an assessment done by a structural engineer and it was found that the foundation to my home is defective and does not meet ************************************* guidelines.I submitted a warranty claim to 2-10 Warranty and was told they would not honor their structural warranty unless the home was unsafe, unsanitary, or otherwise unlivable. They also said they dont follow ************************************* guidelines.

  

  Business Response

  Date: 04/16/2025

  April 16, 2025

  
  ******* *., Resolutions Lead
  BBB Great West + Pacific
  *******************>Meridian,ID *****
  
  RE:****** *****; Service Agreement # ********; BBB Case No. 23170157
  
  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 02/12/2021 with 10 years of Structural Defect coverage from the Effective Date of warranty.  This warranty was provided by ***************** (builder).  Thank you for the opportunity to review and respond.

  
  We do apologize for any frustration or inconvenience that the homeowner may have experienced when contacting 2-10 HBW.  A structural defect is defined in Section IV of the homeowners warranty booklet when it states, Your structural warranty is for catastrophic failure of the designated load-bearing elements. As set forth in Section VII, all of the following are required to qualify as a structural defect:  1. There must be actual physical damage to one or more of the designated load-bearing elements of your home. 2. The actual physical damage must be caused by the failure of a designated load-bearing element. 3. The failure of the designated load-bearing function of the element renders your home unsafe, unsanitary or otherwise unlivable.

  
  2-10 HBW acknowledges the homeowners allegation that the above definition is not meeting the **** Residential Construction Performance Guidelines.  However, the **** only provides guidelines for workmanship defects and does not offer any definition for structural defects nor are they the governing entity for making such determinations.  Rather, the 2-10 HBW structural definition is based on the requirements outlined by The *********************************************************, also known as ***. Our warranty also goes above the *** requirements by clearly defining what it means for a home to be unsafe, unsanitary, or otherwise unlivable in Section VII of the booklet.

  
  If Mr. ***** feels that a structural defect is present, we are happy to proceed in assisting him with filing a claim.  He may contact the 2-10 HBW representative who is currently assisting him to affirm his decision and pay the $250 claim investigation fee. The matter would then be submitted to 2-10 HBWs warranty insurer, New Home Warranty ****************** who will assign a claims adjuster to assist Mr. ***** further.

  
  2-10 HBW would like to thank the homeowner for bringing his concerns to our attention so we may review the matter further.  We await Mr. ****** decision and are happy to assist if he would like to proceed with filing a claim.  2-10 HBWs warranty insurer would then determine if a structural defect is present.  Their determination will be made on the basis of the definition provided in the 2-10 warranty booklet, a definition that is fully compliance with the federally defined criteria for a qualifying structural defect.

  
  Sincerely,

  
  ****** ******
  Senior Warranty Administrator
  2-10 Home Buyers Warranty
  

  
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23170157
  
  I am rejecting this response because: I have supplied information  requested by 2-10. I was told I would be contacted to make the $250 warranty filing fee. Still have not been contacted.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/28/2025

  April 28, 2025
  ******* *., Resolutions Lead
  BBB ********************
  ******************************************
  
  RE:****** *****; Service Agreement # ********; BBB Case No. 23170157
  
  2-10 HBW is in receipt of the rebuttal submitted by Mr. ************ Our records indicate that we reached out to the homeowner on April 15th, the day after we initially reviewed his BBB complaint.  We again spoke with the homeowner on April 17th and the $250 claim investigation fee was collected at that time.  As explained in the letter that was sent to Mr. ****** a claims adjuster will be assigned and contact the homeowner to discuss the next steps within 7-10 business days of the claim being submitted to NHWIC. 
  
  We appreciate the opportunity to review this matter further.
  
  Sincerely,
  ****** ******
  Warranty Administration Supervisor
  2-10 Home Buyers Warranty

• Initial Complaint

  Date:04/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** had a claim open since February for my HVAC unit through 2-10 warranty that has yet to be replaced. Temperatures have dropped well below freezing and now the home is humid we are fast approaching May! The contractor 2-10 assigned to my claim has had the unit to complete the replacement for over a month and is not responsive to my calls to schedule this replacement and is also not responding to 2-10. Ive called and complained twice to 2-10 warranty and still no resolution each time Im left with they will call me back or have a manager call me back in 3-4 hours. This is ridiculous and unprofessional especially when even AFTER they FINALLY get out to install the until Im expected to pay ******* out of pocket cost!! I wouldnt recommend this warranty company to anyone since this transpired Ive had an issue with my water heater as well claim filed 3/21 and to date has also not been addressed that contractor is also unresponsive!!

  

  Business Response

  Date: 04/08/2025

  April 8, 2025
  
  
  ******* *.
  Resolutions Lead
  BBB ********************
  *****************
  Meridian, ID  *****
  
  RE: ***** ***, Service Agreement No. ********; Your File No. 23155995
  
  Dear ******* *.:
  
  2-10 Home Buyers Warranty (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.
  
  Our records show that ***** *** contacted 2-10 HBW on 04/03/2025 regarding installation of the **** equipment. The contractor was called, and they advised of having reached out the morning of 04/03/2025 to go over the available appointment times but there was no answer. ***** *** was provided the response from ********************** and informed the  contractor will install the system on Wednesday, 04/09/2025. 2-10 HBW apologizes for any frustration experienced and is available to address any additional concerns at homeowners convenience.
  
  
  Thank you for your consideration.
  
  Sincerely
  
  ******* *.
  2-10 Home Buyers Warranty
  
  

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I discovered a leak in my kitchen coming from my garbage disposal. I filed a claim with them on March 28 as of today I had to call them eight times. They have created three service request and finally today I get an appointment to get the leak repaired on April 3. This was supposed to be an emergency fix as water leaking can lead to more damage in a home, *** had to call service provider that they assigned it to several times and they end up having a restoration person. Call me instead of a plumber.

  

  Business Response

  Date: 04/07/2025

  April 7, 2025
  
  
  
  ******* *.
  BBB
  ***************
  ***********************
  
  RE:      ******* ******; Our Plan No. ********; BBB Complaint Case No. 23146345
  
  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 *******, service was requested for a garbage disposal and the request was dispatched to Gennaros Plumbing. On March 31, 2025, the company reported to 2-10 *** that the member requested that a different company be dispatched to diagnose the issue. However, 2-10 *** was not able to locate another company to immediately provide a diagnosis. Therefore, Gennaros Plumbing was authorized to replace the garbage disposal. The company has reported that the replacement was completed. If Ms. ****** experiences a further issue, she should notify us so that the matter may be addressed.
  

  Thank you for your assistance with this matter.
  
  Sincerely,
  
  *** *.
  2-10 HOME BUYERS RESALE WARRANTY OF CALIFORNIA, INC.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23146345
  
  I am rejecting this response because: a water leak should have had an urgent response. It took 7 days and 3 work orders and even the day the plumber actually came out they called to say they couldnt find a plumber and for me to hire my own.  They have to be contracted with emergency plumbers and there are plumbers locally they just did not contact them. Now my cabinets have mold due to waiting 7 days and now have to have my cabinets ripped out. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/11/2025

  April 11, 2025
  
  
  
  ******* *.
  BBB
  ***************
  ***********************
  
  RE:      ******* ******; Our Plan No. ********; BBB Complaint Case No. 23146345
  
  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.

  
  My previous correspondence accurately stated the information in 2-10 HBWs records, as well as our position. The warranty plan coverage indicates that 2-10 *** assign an authorized, independent service contractor. Section B.5 of the warranty plan states that 2-10 HBW is not liable for incidental, indirect, special, punitive or consequential damages or for bodily or personal injury or property damage.Therefore, 2-10 HBW denies liability with respect to damage.

  
  Thank you for your assistance with this matter.
  
  Sincerely,
  
  *** *.
  2-10 HOME BUYERS RESALE WARRANTY OF CALIFORNIA, INC.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23146345
  
  I am rejecting this response because:
  As a result of them not sending an emergency plumber I no have been without a kitchen for 2 weeks.  At this point their negligence is the reason I didnt not renew my policy with them after 24 years. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/25/2025

  April 25, 2025
  
  
  
  ******* *.
  BBB
  ***************
  Meridian, ID *****
  
  RE:      ******* ******; Our Plan No. ********; BBB Complaint Case No. 23146345
  
  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.
  Please be advised that 2-10 HBWs position is unchanged. As stated previously, Gennaros Plumbing was authorized to replace the garbage disposal and reported that the replacement was completed. The warranty plan provides that 2-10 HBW is not liable for damage. Therefore, we deny liability respect to damage.
  Thank you for your assistance with this matter.
  
  Sincerely,
  
  *** *.
  2-10 HOME BUYERS RESALE WARRANTY OF CALIFORNIA, ****

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home warranty with 2-10. I filed a claim for a hot water tank on 2/24/25 I was told it will take 3-5 business days to receive the new hot water tank. I was then told it was ordered on 2/28. I accepted out of pocket charges of ******. I never received an email about these charges. I never got the hot water tank. I was then told it was 3-5 business days to order the product then it is same day or next day delivery. Time goes on. I then found out the hot water tank was not ordered until March 12th from a wholesaler in **********. 9 business days later no hot water tank. I called the wholesaler they stated they do not have a work order from 2-10. I called 2-10 again, they said they could cancel the current order and it would be another 5 business days. They then ordered a 40 gallon one when I needed a 50 gallon. But at this time it is just now being installed on 3/27. 1 month later. I have children in my house. I asked them how they would compensate me they stated that is not how they do business. I said then I want the money returned for the dig in cost of a 50 gallon to a 40 gallon they stated they do not do that either. I did my own research and let them know I know they paid significantly less then the 1250 that was allowed. He cut the cost by 170 yet charged me 75 more dollars for something that was never disclosed. I want the monthly warranty payment for March and the amount out of pocket returned for the extremely poor customer service and lies told for over a month

  

  Business Response

  Date: 03/31/2025

  March 31, 2025
  
  
  
  ******* *.
  BBB
  ***************
  ***********************
  
  RE:      ******* ****; Our Plan No.12302958; BBB Complaint Case No. 23124028
  
  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 February 24, 2025, service was requested for a water heater and the request was dispatched to K & K Plumbing to diagnose the issue. The company was authorized by 2-10 HBW to replace the water heater and order the necessary equipment. There were some items necessary for the replacement that are not covered by the warranty plan. The plumbing portion of the warranty plan provides that the dollar limit for water heater coverage is $1,250. Section III of the Terms of Service section provides that some items are not covered by the warranty plan, including, but not limited to, modifications necessary to facilitate service and costs related to permits, codes, ordinances, laws and/or regulations. 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. K & ********** has reported that the water heater replacement has been completed. 2-10 HBW is not liable for any refund of warranty plan fees.
  
  Thank you for your assistance with this matter.
  
  Sincerely,
  
  *** *.
  2-10 HOME BUYERS RESALE WARRANTY CORPORATION

  
  

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23124028
  
  I am rejecting this response because: it was not the contractors fault. I was told the hot water tank was ordered it was not. Then the contractor offered to order it 2-10 told him no. I even reached out to the company they said they placed the order with ******** in **********, ****. They stated they did not have a work order. After disclosing this information to a 2-10 representative they then ordered the hot water tank from Lowes in ***********. They did not tell me it was a 40 gallon instead of the 50 gallon until after the contractor with K&K plumbing already informed me. This entire process was entirely way too long. I was told 3-5 business days to receive the hot water tank on more than one occasion m. Then informed it was 3-5 business to place the order. The order that was placed with ******** was on March 12th well past the 3-5 business days. I then waited another 9-10 business days before an actual order was placed to Lowes in ******. I was then going to be charged the original price of ****** when the tank was smaller so therefore The cost was less. Until I had to call and say something about that as well. I was never given a breakdown of costs until that interaction. There was then an additional charge added for 75 dollars that was not discussed. Even though the price was lower in the final bill. With the total at the time of installation being ******. I dont believe I should pay that full amount after the service that I was given by 2-10. K&K plumbing was more then kind to me. They did not everything they could and then some to move the process along. 

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

  

  Business Response

  Date: 04/11/2025

  
  April 11, 2025
  
  
  
  ******* *.
  BBB
  ******************************************
  
  RE:      ******* ****; Our Plan No.12302958; BBB Complaint Case No. 23124028
  
  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.

  
  My previous correspondence accurately stated the information in 2-10 HBWs records, as well as our position. 2-10 HBW apologizes for the frustration the customer has experienced. As stated previously, 2-10 HBW is not liable for any delay in or failure to perform service due to conditions beyond our control. This includes delays in obtaining parts or equipment from third-party suppliers. 2-10 HBW is not liable for any refund of fees.

  
  Thank you for your assistance with this matter.
  
  Sincerely,
  
  *** *.
  2-10 HOME BUYERS RESALE WARRANTY CORPORATION

  
  

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started my contract 21Janaury25 & unfortunately on 31January25 I had to put in a request for service for my refrigerator.Reported 31Jan25 Service provider came out approx 2-3 wks later and said no parts are available an email will come from 2-10 in ***** hours either with a new frig offer or they found parts. No response for 4 days so I called and they said parts were ordered (after 1 hr hold)No response for 3 days so called again and still waiting on parts. Escalated through their website and customer service set up service and told me to move the frig out 24 hours prior. I'm an old lady with nobody to ask. Service time was provided incorrectly and they did not show. This was after waiting almost 6 weeks for this. The parts they ordered were lost and nobody looked for them until I called 3 times. I wanted to cancel my contract and they said only a prorate will be returned. Cancellation **** and customer care **** said i'd get $300 if I returned the parts that I received. Nobody was telling me how so I called customer care and finally the 3rd ****** got them to send a waybill 2 days later and said after receipt I would be paid. Sent them in then a week later received a prorated check and a call from customer care saying you got your full payment back so you do not have a contract so we won't pay the $300 for parts. I did not get a full refund and did not get the money for the parts. They only wanted to pay *********** at this point I have the following losses:1. I no longer have a home warranty (risk if anything happens)2. Need to pay for either service/new refrigerator now (when I wouldn't if I got what I paid for - a responsive Home Warranty)3. probably about 20 hrs of my time during working hours.4. Lots of time/effort to return parts which I did since I was told I would receive $300 for refrigerator repair.5. Need a new Home Warranty which will now have a 30 day waiting period. 6. An incredible amount of stress and Frustration

  

  Business Response

  Date: 03/28/2025

  
  
  March 28, 2025                                                
  
  Whitney E
  Resolutions Lead
  ********************************************************************
  
  RE:****** **********; HBRWC Plan No.12191593; BBB Complaint Number: 23115935
  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 AHSs records and found that Ms. ********** had an appointment set for March 6, 2025, to have the necessary parts installed. She informed ***** that the contractor failed to arrive. ***** attempted to contact the contractor but was unable to get in touch with anyone. Consequently, ***** proposed a repair buyout of $303.73 to Ms. ********** and indicated that the Procurement Team would facilitate the return of the parts. However, Ms. ********** claimed that the parts were no longer available, stating that she had disposed of the unit and placed the parts inside the refrigerator in hopes of finding someone to repair it. She was informed that since she had discarded both the unit and the parts, a buyout would not be possible. It was suggested that she contact the cancellation department to discuss the termination of her service agreement.
  On March 18, 2025, Ms. ********** revised her earlier statement, asserting that she had not disposed of the parts. She was told that once the parts were returned, she would receive a cash equivalent. During this process, ************* canceled her service agreement and received a refund of $714.85 for the service agreement she had initially paid $715 for, along with a reimbursement of the $90 trade service fee.
  It has been determined that ***** correctly informed ************* that no reimbursements would be issued for the return of the parts,as both the service agreement and the service request were canceled, and she had already received reimbursement for both. Therefore, no further reimbursements are owed.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Buyers Warranty Corporation
  
  ********* ********
  Claims Management & Resolution Department
  **********************************
  ****************
  
  
  
  
  
  

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23115935
  
  I am rejecting this response because:  I DID NOT RECEIVE A FULL REFUND and YOU ARE AWARE AS YOU WROTE THE CHECK!

  As mentioned in the complaint 2-10 did NOT pay me for the full contract as they said above. They prorated the payment and did not provide a service and did not pay for the parts that I returned when they told me to return them then I would get the money. 

  I received a voice mail message stating they would not pay for any parts since they gave me a full refund but they did not. 

  I left a message back that they did not pay a full refund and I felt they were just saying that since if they paid the parts that would be less money for them but they did not even pay the full refund and as mentioned I deserve what I was told I'd receive. 

  A couple days later I received a call from the person that left me a message and I said you're the one that left me a message the other day and she said no it was someone from here but not me.  I said it is you because I recognize your voice and she said yes it's me and we don't owe you any money I have a voided contract so you get nothing. 

  the contract was valid when you did not repair my refrigerator and when customer support and the complaints department said I would receive the money, then I was sent a Waybill for the return from them.  

  She said this is 2-10 and I'm just calling to say we don't owe you any money and that she was sitting there looking at a voided contract.  Which was voided after the service man did not show up and the next day I was told they will need to start from the beginning with another contractor and I'd been without a refrigerator for 6 weeks. 

  I have also attached an email being sent to the CEO and I had a lawyer review the document and you owe me $303.00 per contract and I'm prepared to have them contact you for not only that amount but the rest of the money for full payment and for my trouble and legal fees.  

  Attached is the letter to the CEO.

  Sincerely,

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

  

  Business Response

  Date: 04/10/2025

  
  
  April 10, 2025
  
  ******* E
  Resolutions Lead
  ********************************************************************
  
  RE:****** **********; HBRWC Plan No.12191593; BBB Complaint Number: 23115935
  
  Ms. ********** originally paid $715 for the service agreement. Upon canceling her agreement, she was refunded $714.85 and also received a reimbursement of the $90 trade service fee. As no services were provided, the service fee was returned. Since the warranty plan was canceled, there is no need for parts, and therefore, Ms. ********** is not entitled to a reimbursement for them. It is essential to highlight that ************* did not incur any costs for the parts and will not receive reimbursement for items she did not purchase.
  
  Therefore, no further reimbursements are owed.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Buyers Warranty Corporation
  
  ********* ********
  Claims Management & Resolution Department
  **********************************
  *********************;

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23115935
  
  I am rejecting this response because:

  I have attached a check stub from my reimbursement which was from $624.84 NOT $715.00 which i paid to 2-10 WARRANTY COMPANY. So now it will be known publicly that this company has lied twice in their response.  In fact, it looks like this is a duplicate response from before. And what I'm writing is duplicated but maybe you will read just a little of it this time so you won't continue to lie about this since I am providing the proof.  And will type out the voice mail message next time as that would be a shock to most people since it was coming from your customer care. 

  I do have the contact information for the CEO and the email included last time with daily details of the occurrences and departments telling me I would receive a check of $300 for the parts once returned will be sent and if no response then I take it further.  

  As mentioned twice before now your CUSTOMER CARE!!  Department left me a voice mail message saying we paid you in full so therefore we do not owe anything along with a few other choice words. That same person answered when I called back and she said it was not her. I said, It sounds like you and would you like me to play the voice mail and she said no it's me. 

  So telling a lie is common as it appears and this was again ************* who left me a nasty message and then tried to hide the fact that it was her. Instead she said it was someone from my office but it wasn't me??  

  Well the issues occurred during the time that I did have a contract and I spend a lot of time and effort to return parts that I was told by 3 departments that I would receive $300 if I did so. I confirmed this many times so I wasn't wasting my time. I have now spent about 40 hours trying to get repairs and on hold or typing responses to their Realtor's representative, etc..  And at this point I'm wasting my time because you do not care about what the community including the ***************** thinks of you and these continuing rejections of my request will just be bringing down your customer review score even further. 

  In fact at a time when you were listed by another name my daughter had your service and said it was the worst customer service she had ever seen. I did not realize this until I saw the name you used when you replied to me. 

  

  Business Response

  Date: 04/24/2025

  April 24, 2025
  
  ******* E
  Resolutions Lead
  ********************************************************************
  
  RE:****** **********; HBRWC Plan No.12191593; BBB Complaint Number: 23115935
  
  HBRWC apologizes for the misinformation. Records show that the warranty plan cost was $715, with a daily cost of $1.96. Ms. *********** warranty plan was active for 49 days,totaling $96.04. The remaining amount after cancellation was $618.96. ************* was informed of the cancellation amount and agreed to it prior to the warranty plan being canceled. She received a cancellation email with the reimbursement amount listed.
  
  ***** proposed a repair buyout of $303.73 to Ms. ********** due to the contractor not returning to install the part on the scheduled day. However, Ms. ********** claimed that the parts were no longer available, stating that she had disposed of the unit and placed the parts inside the refrigerator in hopes of finding someone to repair it. She was informed that since she had discarded both the unit and the parts, a buyout would not be possible.
  
  ************* later revised her earlier statement, asserting that she had not disposed of the parts. She was told that once the parts were returned, she would receive a cash equivalent. However, during this process, Ms. ********** canceled her service agreement and received a reimbursement of the trade service fee as well.
  
  ***** cannot offer Ms. ********** a refund for a part that she did not pay for nor did she proceed with repairs but canceled the warranty plan instead. No parts were used, and no repairs were made. Therefore, no further reimbursements are owed.
  
  There is nothing further ***** can do in respect to this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  
  American Home Buyers Warranty Corporation
  
  
  
  
  
  ********* ********
  Claims Management & Resolution Department
  **********************************
  ****************
  
  
  
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23115935
  
  I am rejecting this response because:
  

  This is ridiculous!  
  

  you sent me a label to return the parts and I returned them as staterd in all other correspondence and I was told once returned Id get my $303 but then I received a call as mentioned in each response to you that you paid me back in full for my contract so I dont get anything!! And this shows I didnt get paid in full and you owe me the $303.  If I hear from you again with your contradictions and do not  receive the $303 for the returned parts those receipt will be posted. My lawyer is also going to be in touch with the CEO on this.  This sounds like the person in customer care that left a nasty message then when I called back she answered and said it wasnt her I talked to! And I suggested I olay it back for her to hear for herself. As mentioned all other times. 
  

  not sure what good this is doing as she is just posting misinformation and if you put all these communications together you will see this. 
  

  I will look for the $303 that you just mentioned I would have received if parts were returned as they were. Im not at home but next communication I will be home and can post the email with the waybill and the receipt from the courier and the tracking information showing the delivery.  
  

  And as you should be well aware with all the bad reviews on this website that all of this is being read by others. 
  

  2-10 is the worse customer service and the rudest and most uncaring customer service I e ever experienced! 

  sincerely

  sharon 

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

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a home warranty with 2-10. It was difficult to schedule service, and on repeated occasions, no one ever showed up. That is the reason for ************** August, my HVAC was replaced. 2-10 has a one year guarantee on labor/materials. However, when I called in, I was not afforded this opportunity, but to email the estimate to *********************** to see if an exception can be made, since my contract expired just 2 weeks before the system failed. I was told it needs a new circuit board on the condenser unit outside. I've emailed this person multiple times and called without a response. I'd really appreciate it if 2-10 can honor what they have in print.

  

  Business Response

  Date: 03/26/2025

  March 26, 2025
  
  ******* *.
  BBB ******************
  ******************
  ***********************
  
  RE: ***** **********; Service Agreement No. ********; BBB Case No. 23115863
  
  Dear Ms.******* **
  
  Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
  
  I have reviewed 2-10 HBWs records regarding this matter and find that a service request was placed for the air conditioning system on August 24, 2024, and J&L Plumbing was dispatched to diagnose any problems. J&L Plumbing reported that the condenser and air handler unit would need to be replaced.  2-10 authorized for the recommended air conditioning system replacement according to the terms of the plan agreement.  The installation was marked completed on September 13, 2024. 
  
  Mr. ********** states that the air conditioning system is not working properly.  Please be advised that the 2-10 plan agreement does not offer a one-year service guarantee.  Mr. ********** made the decision to end his relationship with
  2-10 HBW and as such, placing a new service request is not an option.  The plan holder will need to reach out to the manufacturer regarding the air conditioning system malfunction. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  2-10 Home Buyers Warranty
  
  **** *.
  Claims Resolution Specialist
  
  

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23115863
  
  I am rejecting this response because: on their website, AND at inception AND over the phone just now  that all repair work came with a 1 year warranty. False advertising? 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:03/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for an extended warranty w 2 *********************************** Jan 17 24 for plumbing issue. They sent a contractor - I paid $75 service fee, contractor submitted repair doc to 2 10 and 2 10 is not repairing work. Its been over a year. Ive contacted 2 10 multiple times and they keep pushing me off to someone else to speak with. Ive tried to work with them but they will not complete the work. I want a refund of $2016 I paid for extended warranty AND $75 service fee They scammed me

  

  Business Response

  Date: 03/27/2025

  
  March 27, 2025
  
  
  
  ******* *.
  Better Business Bureau
  ******************************************
  
  RE:      **** *******; Our Plan No.11737158; BBB Complaint Case No. 23107733
  
  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 November 13, 2024, service was requested for a plumbing stoppage and the request was dispatched to Wave Plumbing to diagnose the issue. The company reported that the service request was completed. On February 5, 2025,service was again requested for a stoppage and the request was dispatched to Wave Plumbing to further diagnose the issue. The company reported that they were notified by the member that service was no longer needed.
  
  Ms. ******* notified 2-10 HBW that there was still an issue and the company contacted ************* to advise them to return to the home. ********** was also advised of this information by telephone. If the Wave Plumbing has not contacted the member, she should notify 2-10 HBW. The member may also contact the company by telephone at ************ to discuss scheduling.
  
  Thank you for your assistance with this matter.
  
  Sincerely,
  
  *** *.
  2-10 HOME BUYERS RESALE WARRANTY CORPORATION