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:03/24/2025
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.
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 CORPORATIONInitial Complaint
Date:03/22/2025
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.
The builder of my home used this company to complete warranty requests. There were several warranty requests that were filed within the warranty period & the company waited until the warranty period was either close to being expired and/or completely expired to send someone out. There were two covered items that I promptly told the warranty company via email several times that were not completed & now that the warranty period is over they have refused to properly complete the request even though it was filed while within the warranty period.Business Response
Date: 03/28/2025
March 28, 2025
Whitney E
Resolutions Lead
********************************************************************
RE: ****** *****; HBRWC Plan No. ********; BBB Complaint Number:23103137
2-10 Home Buyers Warranty (2-10 HBW) is in receipt of the complaint submitted ****** ***** (homeowner). We have located the homeowners warranty with an Effective Date of 03/21/2023 and which includes a 1 year Workmanship, 2 year ******************** and 10 year Structural Defect coverage from the Effective Date of Warranty. This coverage was provided by ********************* (builder/seller). Thank you for the opportunity to review and respond.
2-10 HBW apologizes for any inconvenience that the homeowner may have experienced thus far. We would begin by explaining the warranty coverage and what 2-10 HBWs role is. Section II of the 2-10 Warranty booklet states, Your builder/seller will investigate, and remedy all covered defects pursuant to the Construction Performance Guidelines.
2-10 HBWs role is defined in Section VII as follows: Warranty administrator means Home Buyers Warranty Corporation. The warranty administrator is the creator and administrator of the 2-10 HBW New Home Warranty program and is available to answer any questions you may have about the express limited warranties provided to you by your builder/seller under this booklet.
As such, 2-10 HBW does not make coverage decisions, nor do we assist directly with repairs to the home. Rather, we can discuss the coverage terms with both parties and assist with communication between a homeowner and a builder. As the builder, ********************* determines which repairs will be made and what the timeframe is for repairs.
On February 4, 2025, the homeowner began emailing the builder to request repairs to the flooring and subfloor. The builder responded to the homeowner stating that the workmanship coverage term has expired and that they are no longer responsible for investigating or offering further repairs.
Page 2 of 2
RE: ****** *****; HBRWC Plan No. ********;BBB Complaint Number: 23103137
2-10 HBW has reviewed our records and verified that ****** ***** first reported concerns with multiple loose floorboards on May 23, 2024. This item would only be warrantable under the one-year workmanship term. That term expired on March 21, 2024. Therefore, the builder is correct that they are not responsible for taking any further action per Section II of the 2-10 Warranty booklet when it states, You must provide notice to your builder/seller no later than 15 days after expiration of the workmanship warranty term. If your builder/seller fails to remedy reported defects within a reasonable time, or before the warranty term expires, email ***************************************************** or call the warranty administrator at ************ no later than 15 days after the expiration of the workmanship warranty term. You waive your right to coverage under the workmanship warranty if defects are not reported within the time limitations as set forth above.
2-10 HBW would like to thank ****** ***** for bringing their concerns to our attention so we may investigate this matter further. We regret to inform the homeowner that the builder is not responsible for addressing the flooring concerns as they were not reported within the one-year time limit as stated in the 2-10 Warranty booklet.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
********* ********
Claims Management & Resolution Department
**********************************
****************Customer Answer
Date: 03/28/2025
Complaint: 23103137
I am rejecting this response because I initiated the request within the warranty period and received an email (attached and dated 1/26/2024) that the repairs were being deferred. When the warranty company finally sent someone out on May 23, 2024 and the repairs were not completed I promptly emailed **** ******* (also attached) and have sent over a hundred emails since then requesting it to be completed correctly. Each time there was a reason why that Mr. ******* stated they couldn't send someone out and he kept requesting the same pictures multiple times which I sent. I have copies of every single email sent to Mr. ******** He stated in 2025 that they couldn't do the repairs, but this was not my first time speaking to him about these flooring issues.
Sincerely,
****** *****Customer Answer
Date: 04/08/2025
As stated in my initial response, the vendor that was sent out to repair the flooring never correctly completed the job. Mr. ******* deferred multiple times via email. I was well within the time period and I have multiple pages of written documentation of this. This was not handled correctly by someone who represented your company as I followed the protocol filing within the one year workmanship period and also immediately letting Mr. ****** know the work was not completed. There is a long thread of emails that started immediately when the flooring was not completed.Business Response
Date: 04/15/2025
April 15, 2025
******* E
Resolutions Lead
********************************************************************
RE: ****** *****; HBRWC Plan No. ********; BBB Complaint Number:23103137
2-10 HBW is in receipt of the rebuttal submitted by ****** *****. Thank you for the opportunity to review this matter further.2-10 HBW acknowledges that the homeowner submitted items to us within the one year workmanship term as shown by the2nd, 3rd, and 4th screenshots. However,the homeowner did not begin requesting flooring repairs, the item discussed in this complaint, until after 02/04/2025 which was after the expiration of the applicable warranty term. Additionally, we would note that the first screenshot included shows a date of 05/23/2024 which was after the expiration of term.
The items that were reported within the warranty term included: improper surface drainage in the front and back yard, separation of wood for door frame in master bedroom, carpet trim exposed by fireplace, garage concrete cracking, cracks in kitchen grout and framing, nail heads in wood work and dents in drywall, splitting in crown molding in master bedroom closet, and the closet door is not closing properly upstairs.
Any other items not listed above were either not reported to 2-10 HBW by the homeowner or were reported by the homeowner after the workmanship expiration, that is, after 03/21/2024. Section II of the warranty booklet requires that all items be reported to both the builder and 2-10 HBW prior to the expiration and states that the homeowner waives their right to coverage if that requirement is not met. Since the homeowner did not report this to 2-10 HBW, it would not be relevant if she reported this directly to the builder, **********************
We appreciate the opportunity to review this further. We regret that ****** ***** did not report the flooring concerns to 2-10 HBW until after the expiration of the workmanship term and therefore this concern is not warrantable.
Sincerely,
****** ******
Warranty Administration Supervisor
2-10 Home Buyers WarrantyCustomer Answer
Date: 05/15/2025
There have been approximately 100 emails sent between *** ******* and I about the floors. I have attached an email where *** ******* himself had given guidance on what needed to be done since a painter was sent out instead of framers or a flooring company. This email was sent from *** ******* on June 3, 2024 and even included a screenshot of the warranty request. As previously stated, the warranty company deferred this item however, it was opened as per the legal contract.Business Response
Date: 05/16/2025
May 16, 2025
Whitney E
Resolutions Lead
********************************************************************
RE: ****** *****; HBRWC Plan No. ********; BBB Complaint Number:23103137
As previously advised since the homeowner did not report this to 2-10 HBW, it would not be relevant if she reported this directly to the builder, **********************
****** decision regarding this matter remains unchanged.
Sincerely,
****** ******
Warranty Administration Supervisor
2-10 Home Buyers WarrantyCustomer Answer
Date: 05/17/2025
Complaint: 23103137
I am rejecting this response because:I have sent multiple screenshots of emails and reports showing not only where this was reported, but also a representative of your company received emails. Refusing to be honest when there although there are multiple pieces of writen documentation within the timeframe is a breech of contract.
Sincerely,
****** *****Business Response
Date: 06/02/2025
June 2, 2025
******* *.
BBB
***************
***********************
RE: ****** *****; Our Plan No.11712329; BBB Complaint Case No. 23103137
Dear ******* *.:
Home Buyers Resale Warranty Corporation (2-10 HBW) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
2-10 HBW appreciates Sanita Floyds response. As explained in our initial response, 2-10 HBW is a separate entity from the builder, ********************** As such, we do not have any correspondence that the homeowner may have send directly to the builder. The homeowner only began contacting 2-10 Home Buyers Warranty on May 23, 2024 which two months was after the expiration of the applicable warranty term.
Thank you for your assistance with this matter.
Sincerely,
Sincerely,
****** ******
Warranty Administration Supervisor
2-10 Home Buyers WarrantyCustomer Answer
Date: 06/02/2025
Complaint: 23103137
I am rejecting this response because:I have sent multiple correspondences showing not only where the request was sent in the warranty time period, but also, where it was deferred and a contractor was sent out by **** ******* (the 2-10 warranty ***** The contractor started the work and never completed the work. This has been explained multiple times in this request and via emails to **** *******. As previously noted and sent to ***** the work was started and not completed correctly because a painter was sent instead of a qualified contractor.
Sincerely,
****** *****Initial Complaint
Date:03/18/2025
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 Dispatched a plumber to resolve an odor coming from the Master Bath drain. I paid my service repair deductible but the plumber advise 2-10 that they needed to perform a smoke test. Unsatisfied with the plumber's findings, I hired my own plumber and they resolved the matter by simply replacing the Pop-Up Assembly in the sink and cleaning sink drain and overflow. 2-10 Advised they would reimburse me for the cost of the repair which was $373.65. I submitted my invoice for reimbursement on 1/4/2025. I have followed up several times. Each time 2-10 said they were "cutting the check" that day. I have waiting since 1/4/2025 for receipt and when I called for status, today, 3/18/25, I again was told they were "cutting the check" and I should have the check in less than 2 weeks. It is my contention, that 2-10 PURPOSELY delays sending out payment checks and after more than 60 days feel this complaint is warranted and want other potential customers to be aware.Business Response
Date: 03/19/2025
March 19, 2025
******* E
Resolutions Lead
********************************************************************
RE: *** ****; HBRWC Plan No.12191593; BBB Complaint Number: 23083244
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 examined the records of ***** and discovered that the accounting department has verified that the check was sent out. Additionally, Ms. **** was informed on March 18, 2025, that the check had been dispatched and was anticipated to arrive within the following 15 business days.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
********* ********
Claims Management & Resolution Department
**********************************
****************Initial Complaint
Date:03/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
2-10 Homebuyers Insurance On Tuesday March 11, 2025, I called 2-10 because my furnace serial # ********** (in the house that I bought at the end of November 2024) was not heating anymore and I had a carbon monoxide ******** soon as I got the alert, I called the heating ** I use because I was scared. They found out the inducer motor was not working properly, and the heat exchanger was throwing orange and yellow flames dancing around, indicating a crack in the heat exchanger. I had an estimate that I gave to 2-10. 2-10 called telling me that they would only reimburse 980 dollars if I use my usual **, and ***** if I use theirs, Then I said OK for *****. 2-10 only deals by phone! And I found out why.The **. they chose sent me a text without having seen the furnace (they are only coming on Friday!) that 2-1- only wanted him to do small repairs! This is outrageous, they have no word!I am still without heat, using the insert.The unit is from 2001, and I am wondering how a small repair is going to work with the wear and tear of age! Maybe carbon monoxide is their solution towards me!Business Response
Date: 03/18/2025
March 18, 2025
******* *.
BBB
******************************************
RE: ******* ******; Our Plan No. ********; BBB Complaint Case No. 23060853
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. Willpower Contracting reported to 2-10 HBW that the inducer motor in the furnace had failed. The company was authorized by 2-10 HBW to complete repairs. Willpower Contracting did not report an issue with the heat exchanger.The warranty plan provides coverage for items that fail due to normal wear and tear and 2-10 HBW determines whether repair or replacement is appropriate, per the plan terms. The member will not receive reimbursement and will remain solely responsible for every cost arising from any work, services, or equipment any contractor, company, or individual performs or provides without our prior express authorization and in accordance with the agreement, even for covered items that would otherwise be eligible for service.
Thank you for your assistance with this matter.
Sincerely,
*** *.
2-10 HOME BUYERS RESALE WARRANTY CORPORATIONCustomer Answer
Date: 03/18/2025
Complaint: 23060853
I am rejecting this response because:
This doesn't reflect my exchange with 2-10 .
Sincerely,
******* ******Initial Complaint
Date:03/11/2025
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 Saturday February 22nd, 2025 our hot water heater broke, and our basement was flooding. That day my husband placed a request with 2-10 on the portal for a plumber to come and investigate. There was no emergency service provided so we had to ****** to figure out how to stop the flood ourselves. Monday February 24th, 2025 we got a call from **** Plumbing and he confirmed that he was coming the next day.Tuesday February 23rd, **** the plumber came and determined the heater needs to be replaced. He completed the report right infront my husband. The next step was 210 receiving the report and ordering the new ********* took 3 days for them to get the report. And each day we called and begged them to follow up with the plumber about the report and they said they would call and get voicemail. Then we asked to send someone else out that would simply get them the report. They refused. EVERYDAY WE ARE OUT OF HOT WATER. And I am currently pregnant with my first child.February 25th, 2025 they finally got the report from the plumber. They said it would then take 3-5 business days for the new pump to arrive and for the plumber to go pick it up and set up installing it.We called last week, March 4-7th, 2025 asking about an eta on the arrival of the pump. We kept being told that there was no update and they cant see updates from the supplier or the procurement *************, March 11th, 2025, we learn that they didnt put in the first request for a pump UNTIL March 5th. That would take arrival of the pump to yesterday. Then we also learned that the March 5th request was then cancelled and a new request was put in TODAY, March 11th. Now they are saying that we have to wait until another 3-5 business days for the pump to arrive THEN for the plumber to install it.Business Response
Date: 03/18/2025
Please review the attached correspondence. Thank you.Customer Answer
Date: 03/18/2025
Complaint: 23051881
I am rejecting this response because:Yesterday March 17th, my husband made multiple phone calls to 210 and the provider. After all of those phone calls he was able to find out that a hot water heater was delivered to *********** MD yesterday. Today, we were told that thats not true and it needs to be re ordered. This company is beyond incompetent.
Sincerely,
***** ******Business Response
Date: 03/28/2025
Please see the attached correspondence. Thank you.Initial Complaint
Date:03/08/2025
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 placed a warranty claim with 2-10 back on Tuesday, March 4, 2025, and Royal Plumbing was sent to my home on Wednesday, March 5, 2025, to repair my kitchen sink faucet, and I paid my $100.00 deductible. Royal Plumbing. I received a call from ************** telling me that my warranty has expired and 2-10 will not cover the repair cost. I do not think this is fair because my warranty did not expire on 3/6/2025, and the request was put in on 3/4/2025. I purchased the faucet and the plumber, and my out-of-pocket cost was $409.10, including my deductible. I reached out to 2-10 regarding the $100.00 deductible, and I was getting it running around. The customer service representative told me someone would call me back to resolve this, but it did not happen. I have been on the phone with 2-10 warranty for two days to get this resolve.Business Response
Date: 03/12/2025
Please review the attached correspondence. Thank you.Customer Answer
Date: 03/15/2025
Complaint: 23038548
Hello ******,
2-10 Home Buyers Warranty
I am rejecting this response because: The company is lying. I receive a e-mail from 2-10 on March 3, 2025 with a work order number ********, service request dispatch with ********************* and phone number **************. ********************* reach out to me on Tuesday, March 4, 2025 at 8:27am to schedule the appointment for Wednesday, March 5, 2025 between the hours of 12:00pm=2:00pm and the **** will reach out to me when he is in route. I had warranty coverage at that time and I feel that 2-10 warranty should ****** the service request that was placed before
the warranty expired. If my service contract began on March 5, 2024 then why is there a expire date of March 4, 2025? I thought it goes by year to year. Please reach out to ********************* at **************.
****** WebsterCustomer Answer
Date: 03/17/2025
March 15, 2025
Good morning,
After looking over everything I change my mind and I would like to accept the office from **** *. with the letter dated for March 12, 2025.
****** *******Initial Complaint
Date:03/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
WE HAVE HAD MULTIPLE PROBLEMS WITH OUR HOME WARRANTY COVERAGE AND ALSO WITH THE PROVIDERS THEY SEND TO OUR HOME. BACK IN OCTOBER WE WENT ON THE 2-10 HOME WARRANTY WEBSITE TO CANCEL COVERAGE. UPON LOGGING IN, IT SAID THAT WE NEEDED TO CALL TO CANCEL, WITH NO ADDITIONAL INFORMATION. WE CALLED AND AFTER BEING TRANSFERRED MULTIPLE TIMES, WE TALKED WITH A REPRESENTATIVE AND TOLD THEM WE WANTED TO CANCEL. AFTER TALKING WITH THEM WE THOUGHT OUR COVERAGE WAS CANCELLED. UPON LOOKING AT OUR BANK STATEMENTS WE SAW THAT WE HAVE STILL BEEN BEING CHARGED. I CALLED 2-10 TO INVESTIGATE, AND THEY SAID THEY SEE WHERE THEY TALKED TO US IN OCTOBER, BUT DON'T SEE A CANCELLATION. I REQUESTED THAT OUR MONTLY PAYMENTS BE REFUNDED SINCE WE DID THE PROCESS OF CANCELING IN OCTOBER, OR SINCE WE WERE STILL COVERED TECHNICALLY- WE HAD OUR STOVE CATCH FIRE IN NOVEMBER AND IT WAS A TOTAL LOSS- COVER THE REPLACEMENT SINCE THAT WAS PART OF OUR PLAN. THE DECIDED THEY WOULDN'T DO EITHER, AND HAD US GO THROUGHT ANOTHER CANCELLATION PROCESS.Business Response
Date: 03/13/2025
March 13, 2025
******* *.
Resolutions Lead
BBB ********************
*****************
Meridian, ID *****
RE: ******** ******, Service Agreement No. ********; Your File No. 23025063
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.
Thank you for bringing this to our attention. We take customer satisfaction very seriously and sincerely apologize for the circumstances outlined in ******** ****** letter.
Our records show on 10/07/2024 that Ms. ****** called to cancel the warranty plan due to dissatisfaction regarding coverage for the **** request. The Specialist offered a plan discount as an incentive for Ms. ****** not to cancel the warranty; and when advised of having replaced her range outside of the warranty they agreed to submit a copy of the purchase invoice to the Escalation department for review regarding possible reimbursement. Ms. ****** accepted the discount provided and as agreed, the warranty was not cancelled and the coverage continued.
When the invoice was received, it was reviewed and confirmed that reimbursement for the replacement of the range was not covered per the terms and conditions of the warranty agreement. On 02/25/2025, Ms. ****** was notified of the coverage decision and advised the Specialist of wanting to proceed with cancellation of the warranty, which was completed based on provisions stated in the terms of the agreement. 2-10 HBW apologizes for any frustration expressed and is available to address any additional concerns at Ms. ****** convenience.
Thank you for your consideration.
Sincerely
******* *.
2-10 Home Buyers WarrantyCustomer Answer
Date: 03/15/2025
Complaint: 23025063
I am rejecting this response because:
I followed the instructions on the website by calling the number listed to cancel, which are the only instructions listed. It does not say to e-mail ******************************. This can only be found out by an employee giving you the information. When I called in October I was on the phone for over an hour to cancel. The employee tried to fix the discrepancy with the a/c and escalated the issue in hopes for it to be resolved. Although the employee tried to help with the a/c we were still dissatisfied with service and wanted to cancel. Never did they give me an email address to cancel. I was assured if I wanted to cancel, that is what would be done. Only to find out it wasn't and I was still being charged. Then the refund they are saying is just being processed and they still charged us for March. They said it was just pending and wouldn't go through, but it did go through. The same problem from October is happening again after the 2nd time cancelling. We would like a refund from November to March or the stove to be replaced since we still had coverage at the time of loss.
Sincerely,
******** ******Business Response
Date: 03/20/2025
March 20, 2025
******* *.
Resolutions Lead
BBB ********************
*****************
Meridian, ID *****
RE: ******** ******, Service Agreement No. ********; Your File No. 23025063
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.
Thank you for the follow up from Ms. ****** regarding the request for cancellation. For accuracy and training purposes, all calls are recorded. We have confirmed the plan holder agreed not to cancel the plan due to being provided incentives not to do so. When the discount was accepted, as agreed the Specialist did not cancel the warranty, and when invoice for the purchase was received, it was submitted for review.
When Ms. ****** was contacted on 02/25/2025 regarding the reimbursement for the purchase of the range not being covered by the plan, as instructed the warranty agreement was cancelled the same day. All fees collected during the continued active coverage period are due to 2-10 *** as stated in the previsions of the warranty agreement. 2-10 HBW regrets Ms. ****** decision to discontinue her coverage; however, we appreciate having been afforded the opportunity to service.
Thank you for your consideration.
Sincerely
******* *.
2-10 Home Buyers WarrantyInitial Complaint
Date:02/26/2025
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.
This home warranty company is not paying for claims as it is supposed to do. Its been months that I have paid out of my pocket, and still they have not been able to send the full claim amount. When I asked if they would pay me back the prorated amount if I cancel warranty, they are saying that they are not sure.Business Response
Date: 02/28/2025
2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Mr. ******
Thank you for bringing this to our attention. We take customer satisfaction very seriously and sincerely apologize for the circumstances outlined in Mr. ****** letter. We have located the ************ Plan and applicable claim for Mr. ****** and we have reviewed the service history.
We appreciate the opportunity to clarify our obligations and present our position on this matter. Mr. ***** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
Our records indicate on December 29, 2024, Mr. ***** submitted an online Plumbing request reporting: inside my guest room, just besides my guest bathroom, the carpet floor is partly wet. I suspect its a leak of some pipe running underneath. Please send someone as soon as possible.
The independent network contractor, ********* Plumbing, accepted the dispatch and scheduled for 1/1/25. On December 30, 2024, Mr. ***** contacted us requesting sooner service as this is an emergency because his carpet is soaked. The representative explained to Mr. ****** for sooner service, he would need to contact a contractor outside our network. The step-by-steps instructions for using a contractor outside our network were then emailed to him. On February 3, his contractors invoice was received and reviewed. The contractors invoice states: Investigating a water leak. Leak is coming when using the shower from the shower door to the grout. Invoice $450 Mr. ***** also reported the contractor found: Leak from the shower to the tile. The water seeps through the tile to the guest room beside the shower. For several days, it was soaked by the carpet, and hence the floor was wet, and carpet spoiled.
Mr.****** claim is not covered as this is not a plumbing issue but a tile grouting issue. When the tile gets wet, the water leaks through because the tiles are in need of sealing. Resealing/caulking the tile is not covered under the service agreement. We ask Mr. ***** to please review his Agreement Plumbing trade section on page 3: Plumbing Excluded - caulking; grouting
Even though Mr. ***** claim is not eligible for coverage, our accounting department reimbursed $115 ($200 - $85 service fee) of his $450. The reason is because the instructions that were emailed to him states: Failures on Covered Items within the following limits (the Pre-Approved LimitsPlumbing: $200... Your maximum reimbursement (unless you received additional, express authorization from us to proceed with additional work pursuant to Sections 2-6 of these instructions)will be the applicable Pre-Approved Limit reduced by the amount of your Service ******************************* requesting the pro-rated amount to cancel his service agreement, we are sorry to hear his experience has led him to this decision. If Mr. ***** is still considering cancelling his agreement with 2-10 HBW, he can request the pro-rated cancellation amount as instructed within the Agreement Terms of Service, page 9, section; VI. Ending This Agreement. (a) You may cancel this Agreement by calling *************
We apologize for any frustration or inconvenience that Mr. ***** may have experienced during the claims handling process. We value him as a member and hope to provide him with a positive customer experience in the future.
2-10 appreciates Mr. ***** taking the time to provide his perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
Sincerely,
2-10 Customer Experience TeamInitial Complaint
Date:02/19/2025
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 September of 2024, I started looking for a home warranty. I researched several companies and narrowed it down to two, one being 2-10 Home Buyers Warranty. I decided to go with this company because I was referred by a friend, and ****** *******, who was my consultant, said those who referred me and I would receive a $100 gift card from ******. Who would not want a gift card from ******? After much thought, I chose a 2-10 warranty on October 1st to be my home warranty servicer. After asking ****** several times about the gift card, he finally sent me the link. The link did not work. I called ******, stating that the link did not work, so he said he would put it in himself and that it should take about 60 days to process. I have emailed ****** in regard to this and have gotten no response. It is now February 19th, 2025, and still nothing. I feel I was bribed into signing up with 2-10 by offering a $100 gift card, and I would like a refund of all fees charged and services canceled ****. I do have supporting emails.Business Response
Date: 02/21/2025
2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Ms. *******
Thank you for bringing this to our attention. We take customer satisfaction very seriously and sincerely apologize for the circumstances outlined in Ms. ******* letter. We have located the ************ Plan. We appreciate the opportunity to clarify our obligations and present our position on this matter.
2-10 HBW uses a third party, ReferAFriend, to distribute the gift cards. In September,****** in Sales explained he signed up Ms. ******* However, Ms. ****** was having trouble with the link. At that time, ****** submitted the referral information for her to ReferAFriend for processing. Once this notice was received, we once again notified ReferAFriend that Ms. ****** has not yet received her gift card.
Regarding Ms. ******* request to cancel her service agreement, we are sorry, her experience has led her to this decision. If Ms. ****** is still considering cancelling her service agreement with 2-10 HBW, the instructions are in the Agreement Terms and Conditions on page 9, under section VI. Ending This Agreement, in part states:(a) You may cancel this Agreement by calling ************* We regret that we will not be able to backdate reimbursement from the start of the agreement but continue to be willing and able to cancel and apply a pro-rata refund, less repair costs.
We apologize for any frustration or inconvenience that Ms. ****** may have experienced. We value her as a member and hope to provide her with a positive customer experience in the future.
2-10 appreciates Ms. ****** taking the time to provide her perspective of her service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
Sincerely,
2-10 Customer Experience TeamCustomer Answer
Date: 02/24/2025
Complaint: 22960552
I am rejecting this response because: I would like to see documentation that Refer a Friend was initially notified and notified again once this complaint was issued.
Sincerely,
******* ******Business Response
Date: 03/03/2025
March 3, 2025
******* *.
Resolutions Lead
BBB *******************
********************************************
RE: ******* ******, Service Agreement No.12219578;BBB Case No. 22960552
Dear ******* *.:
2-10 Home Buyers Warranty (2-10 HBW) is in receipt of your letter enclosing additional correspondence from Ms. ************* Your letter has been forwarded to me for review and response.
As previously stated, 2-10 uses a third party, ReferAFriend to distribute the gift cards. In order for further review of this matter,additional information is needed: 1. Verification of the person who referred the friends email address and service agreement info; and 2. the friends email address and service agreement info. Once the requested information has been received, I will forward the information to the proper location for further review.
Thank you for your consideration.
Sincerely,
2-10 Home Buyers Warranty
**** *.
Claims Resolution SpecialistCustomer Answer
Date: 03/03/2025
Complaint: 22960552
I am rejecting this response because: you did not state you needed any of this information in the previous response. The person who signed me up should have that information in the email I sent to him. Futhermore, you should be able to access my information from your server. Where exactly am I supposed to send this information to?Seems your trying to digress and prolong this unnecessary situation!
Sincerely,
******* ******Business Response
Date: 03/06/2025
March 6, 2025
******* *.
Resolutions Lead
BBB *******************
*****************
Meridian, ID *****
RE: ******* ******, Service Agreement No.12218567;BBB Case No. 22960552
Dear ******* *.:
2-10 Home Buyers Warranty (2-10 HBW) is in receipt of your letter enclosing additional correspondence from Ms. ************* Your letter has been forwarded to me for review and response.
2-10 HBW does apologize for Ms. ******* frustration regarding this matter. I have been advised that Ms. ****** will need to provide: 1. Verification of the person who referred the friends email address and service agreement info; and 2. the friends email address and service agreement info. Ms. ****** will need to email the requested information to ***************************** for further review of this matter.
Thank you for your consideration.
Sincerely,
2-10 Home Buyers Warranty
**** *.
Claims Resolution SpecialistCustomer Answer
Date: 03/06/2025
Complaint: 22960552
I am rejecting this response because: I do not fully understand what you are asking but I sent both my information and the person who referred me information to the link you provided in your response. The link you provided is not the link ****** ******* asked me to use for the referral. The link he asked me to use is *********************** which did not work and the reason he said he would submit for me.
Sincerely,
******* ******Business Response
Date: 03/12/2025
March 12, 2025
******* *.
Resolutions Lead
BBB *******************
*****************
Meridian, ID *****
RE: ******* ******, Service Agreement No.12218567;BBB Case No. 22960552
Dear ******* *.:
2-10 Home Buyers Warranty (2-10 HBW) is in receipt of your letter enclosing additional correspondence from Ms. ************* Your letter has been forwarded to me for review and response.
Again, 2-10 HBW does apologize for ********** frustration regarding this matter. In order to further review this matter, Ms. ****** will need to provide:1. Verification of the person who referred the friends email address and service agreement info; and 2. the friends email address and service agreement info. Ms. ****** will need to email the requested information to ***************************** for further review of this matter.
Thank you for your consideration.
Sincerely,
2-10 Home Buyers Warranty
**** *.
Claims Resolution SpecialistCustomer Answer
Date: 03/13/2025
Complaint: 22960552
I am rejecting this response because: I emailed this information to ***************************** on March 6. 2025 @1252 pm. At this point I believe this company has no apathy to resolve this situation. I have provided everything asked of 2-10 yet the response is the same.
Sincerely,
******* ******Business Response
Date: 03/25/2025
March 25, 2025
******* *.
Resolutions Lead
BBB *******************
********************************************
RE: ******* ******, Service Agreement No.12218567;BBB Case No. 22960552
Dear ******* *.:
2-10 Home Buyers Warranty (2-10 HBW) is in receipt of your letter enclosing additional correspondence from Ms. *************
I have been advised that a new gift card has been emailed to ********************************************* Ms. ****** may contact 2-10 HBW directly should any further assistance be needed.
Thank you for your consideration.
Sincerely,
2-10 Home Buyers Warranty
**** *.
Claims Resolution SpecialistCustomer Answer
Date: 03/26/2025
Complaint: 22960552
I am rejecting this response because: Neither myself nor the person who referred me has received an email in reference to a gift card. We can go back and forth or you can admit I was bribed into buying this product and give me my money back. I refused to contact 2-10 because 2-10 gives me the run around. Although this has gone on for to long I receive responses through BBB.
Sincerely,
******* ******Business Response
Date: 04/08/2025
April 8, 2025
******* *.
Resolutions Lead
BBB *******************
*****************
Meridian, ID *****
RE: ******* ******, Service Agreement No.12218567;BBB Case No. 22960552
Dear ******* *.:
2-10 Home Buyers Warranty (2-10 HBW) is in receipt of your letter enclosing additional correspondence from Ms. *************
Ms. ****** has been contacted by a 2-10 HBW representative to assist with the cancellation of the plan and/or gift card issues. Ms. ****** will need to contact the 2-10 *** representative directly should any further assistance be needed.
Thank you for your consideration.
Sincerely,
2-10 Home Buyers Warranty
**** *.
Claims Resolution SpecialistInitial Complaint
Date:02/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Filed claim last May for repair of ice maker. Received very little information about the process. It took 9 months to have a resolution. They offered a cash offer because they were having trouble getting parts. We accepted offer, but it still took way to long.Business Response
Date: 02/12/2025
2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Mrs. ********
Thank you for bringing this to our attention. We take customer satisfaction very seriously and sincerely apologize for the circumstances outlined in Mrs. ******** letter. We have located the ************ Plan and applicable claim for Mrs. ******** and we have reviewed the service history.
We appreciate the opportunity to clarify our obligations and present our position on this matter. Mrs. ******* has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
Our records indicate on May 13, 2025, the independent contractor reported the wiring harness inside the bottom of the freezer door has broken causing the icemaker to not work. The contractor recommends replacing the door. The contractor was approved their labor rate to install a 2-10 HBW supplied door. The door was ordered with an ETA of 5/22/24. On June 3, the contractor reported online refusing to complete the repairs due to Homeowner conflict. We gave the homeowner the option 1) to dispatch another contractor to complete the repair or 2) offered cash in lieu of the repair. The homeowners declined the cash. The second contractor,********************* also reported the wiring harness in the freezer door is broken. The contractor was approved to make the repair, and the door was again ordered with an ETA of 6/24/25. On June 24, the supplier contacted us requested the contact name and phone number for the contractor for delivery. On July 22,the contractor reported online, work complete. On November 4, the homeowner contacted us online as to when the repairs would be done. The contractor was contacted.He told us he had never received the door. Our notes show the door was ordered and invoiced and was paid. We were not able to locate the door. The contractor was sent to our contractor relations manager to review and address the contractor. On January 22, 2025, Mrs. ******* was once again offered cash in lieu of the repair or we can reorder the door and have the contractor back out to repair. On February 11, Mrs. ******* contacted us and accepted the cash in lieu of the repair.
We do understand how frustrating it can be without a properly working ice maker.However, the contractors that are utilized by 2-10 *** are independently owned and operated. They are all licensed and insured as required by local law. We cannot control the actions of the independent contractors as we are each separate operating companies. If a contractor refuses to complete a job for whatever reason or a contractor does not notify us, but reports the work is complete when it is not. These are unforeseen conditions that are beyond our control. Please refer to page 8, of the Agreement Terms of Service, under section VIII; We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures, or abnormal atmospheric conditions. Mrs. ******** concerns assist our contractor relations department as to the contractors that do not live up to our expectations.
We apologize for any frustration or inconvenience that Mrs. ******* may have experienced during the claims handling process. 2-10 appreciates Mrs. ******* taking the time to provide her perspective of her service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
Sincerely,
2-10 Customer Experience Team
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