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:02/09/2025

  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 been without HVAC for over a month. They had a no call no show contractor. Then the 2nd one showed up. He filed a claim to fix. 2-10 denied his claim. Then the third contractor shows up. Submits the same request for fix. They approved him. They took 5 days to order parts only because I called everyday. Then the delivery company was late because of no response from 2-10. Then contractor schedules us for today then he doesnt show up with no end in sight for scheduling.

  

  Business Response

  Date: 02/10/2025

  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.
  
  First,we would like to apologize for Mr. ******** experience with the contractors not showing up when they were supposed to. We will research and address that part of the complaint with our leadership team.
  
  Our records indicate on February 4, 2025, the independent contractor, ****, with ***** Mechanical reported online: Installed new system, tested system ************** Completed Date 2/4/2025 Our notes do not show that the order was delayed because of no response from 2-10 HBW. Rather, the contractor requested a certain brand of equipment (condensing unit). Our Procurement team immediately located and ordered the equipment requested. Then the contractor asked for the condensing unit to be shipped to his shop rather than local pickup.
  
  
  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 Team
  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22918471
  
  I am rejecting this response because: contractor has not performed the work.  He cancelled on me yesterday 2/10.  He told me it was standard practice to bill before the work was completed because of the timing of 10 days it takes to get paid.  He said he had every intention of installing the unit yesterday so he went ahead and submitted the work completed for billing and admitted he did not do the work and submitted request for payment.  He then said he can reschedule for next Sunday.  Work is not completed and I have proof via text messages from the contractor admitting the work isn't completed and he billed for it because of the timing with his trying to reschedule for this coming Sunday to actually do the work.  I still have NO UNIT INSTALLED.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 02/24/2025

  2-10 Home Buyers Warranty is in receipt of the rebuttal submitted by Mr. ************** Thank you for the opportunity to review further.
  
  It is not standard practice to bill out before the work is complete. The contractor was contacted and apologized for the misunderstanding. He stated that he was waiting for the weather to clear up to perform the install of the outdoor condensing unit. On February 17, the contractor notified us that he installed the outdoor condensing unit, but the system is still not heating. The contractor was approved to replace the indoor air handler with 2-10 HBW suppling the equipment and the air handler was ordered. We have confirmed the order is ready for pickup. The contractor is scheduled for installation Wednesday, 2/26/25.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

• Initial Complaint

  Date:02/06/2025

  Type:Billing 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.

  2/5/2025 I WAS CHARGED FOR A HOME WARRANTY RENEWAL. I HAVE NEVER AUTHORIZED AN AUTOMATIC RENEWAL AND EVERY YEAR I WOULD SEND BACK A FORM. I HAVEN'T LIVED AT THE HOUSE THEY CHARGED ME FOR SINCE 7/13/24. I THINK THIS IS UNDERHANDED DEALINGS AND THEY CHARGED MY CHECKING ACCOUNT WITHOUT AUTHORIZATION. THEY EVEN APOLOGIZED SAYING THEY MUST HAVE BEEN TRYING TO CONTACT ME AT THE WRONG ADDRESS. HOWEVER, THEY WANT TO CHARGE $75 FEE TO NOT RENEW. THIS IS NOT RIGHT AND I DID NOT AUTHORIZE

  

  Business Response

  Date: 02/10/2025

  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 for Ms.********
  
  
  Our records indicate that Ms. ******* checked the indicator where she authorized for automatic renewal. Ms. ******* could have contracted us when she sold the home,and we would have cancelled at that time. We have canceled the service agreement and backdated the cancellation to 7/13/24, when Ms. ******* states she sold the home.
  
  
  We apologize for any frustration or inconvenience that Ms. ******* may have experienced. 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 Team
  

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed a complaint on 1/5/25 on a new home warranty. As of 2/5/25 the issue has not been rectified after numerous calls.

  

  Business Response

  Date: 02/11/2025

  2-10 Home Buyers Warranty (2-10 HBW) is in receipt of the complaint submitted ****** Enabulele ****** (homeowner).  We have located the homeowners warranty with an Effective Date of 03/24/2023 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 *********** Texas LP (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.  In addition to the new home construction coverage, the homeowner also purchased a Systems and ****************** Agreement through 2-10 HBW.  She initially filed her claim through the Systems and ****************** Agreement. 
  
  When that claim was denied, the request was then issued through her new home coverage.  Under the new home coverage, Section III explains that the builder investigates and remedies any covered defects under the distribution systems term.  On 01/07/2025 builder was notified of the electrical defect. 
  
  The builder, Nuway Homes Texas LP, agreed to address this matter but informed 2-10 HBW that they would need to locate a different subcontractor than the original electrician who installed the electrical system in the home. 2-10 HBW apologizes for any inconvenience related to this delay.  On 01/31/2025 the builder verified that they had found an electrician and asked them to schedule with the homeowners. 
  
  Per the homeowners update that no appointment has been scheduled yet, 2-10 HBW has followed up with the builder to request a status update on when the appointment may occur. We will continue to contact the builder to seek a resolution for the homeowner. This is in keeping with our role as defined in Section VII of the warranty booklet as, 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.
  
  2-10 HBW would like to thank ****** Enabulele ****** for bringing her concerns to our attention so we may investigate this matter further.  We will continue to assist in contacting the builder to seek a scheduled time for the new electrician to visit the home and agree to keep the homeowner appraised of any updates we may receive.
  
  Sincerely,
  Warranty Administration
  2-10 Home Buyers Warranty

• Initial Complaint

  Date:02/02/2025

  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.

  Repairing washer machine and Kitchen Ceiling damage situation has been ongoing since December 9, 2024, and remains unresolved as of February 2, 2025.December 9, 2024: Our washing machine stopped working, and we contacted 2-10 Home Warranty the same day. A subcontractor, CK Appliances, visited on December 11th (Work Order Number: ********). The technician was unprofessional, spent much of his time on his phone, and flooded our laundry room while draining the washer. Water leaked from the second-floor laundry room to the kitchen ceiling below. The technician falsely claimed that my son refused to provide towels.The technician diagnosed a faulty drain pump and stated the part would arrive within two days. However, this did not happen. We contacted 2-10 repeatedly on December 13th, 17th, 18th, 19th, 23rd, and 26th, but the issue was unresolved. We were told the part was misplaced.December 26th, a second subcontractor was assigned but did not show. We continued following up and were assigned ******************** on January 10th. The technician diagnosed the same issue and installed the part on January 17th. However, another problem with the electronic board was identified. The technician ordered the part, and on January 31st, he installed it (Work Order Number: ********). Another board was needed, costing $300. The technician will consult with 2-10 about replacing the ********* of February 2nd, the washer is still not working. My family of five, including three children, has been without a washer for almost two months. Ive had to use a laundromat weekly.Additionally, on January 13th, Three by ****************** (insurance for *************) rejected our ceiling damage claim. They stated the damage wasnt covered due to lack of coverage at the time of the incident. We informed 2-10, but they refused to take responsibility. We find this decision unfair. Please contact me at ************ for further information.

  

  Business Response

  Date: 02/07/2025

  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.
  
  First,the Insured (BHDIC) letter that Mr. ***** sent in with this BBB complaint shows a different insured. On the letter, the insured should show the network contractor, ************** the contractor that Mr. ***** alleges caused the water damage. Additionally, the letter states that their insureds policy was not in force at the time of this loss of 12/10/24. 2-10 *** sent Mr. ****** ** ******************* declarations page showing CK Appliance as the insured. The policy went in force effective 8/19/24 6/19/25. ************* insurance was in force at the time of loss. We suggest that Mr. ***** contact the adjuster that is on the letter and straighten this out. Her contact information is on the letter. For Mr. ****** convenience, we have emailed him his letter and CKs insurance declaration page for comparison.
  
  The network contractors that 2-10 HBW utilizes are independently owned and operated, and each hold their own insurance and licensing, as required by local law. We contract with these companies to service eligible claims, but we are each separate operating companies. We value our relationship with our customers and take all steps possible to ensure that our obligations are clearly stated and fulfilled in a timely fashion, but we cannot control the actions of the independent contractors. Since Mr. ***** feels that the independent contractor,************** is negligent and caused property damage, his dispute is with them and their insurance company, not 2-10 ***. Circumstances such as this are the reason we make sure all of the independent contractors we contract with are licensed and insured. Should Mr. ***** desire to pursue CK Appliances, please be advised there are many avenues to do so, but 2-10 HBW is unable to initiate or ****** a dispute between a homeowner and any independent contractor. If ******** does not get any results from the contractors insurance company, we recommend that he submit a claim with his homeowners Insurance. They will do their own investigation. Most likely, if the ******************** determines that CK Appliances is negligent, they will subrogate against ****************************** and attempt to recover the amount of the consequential property damage paid.
  
  Concerning the washer. The new independent contractor, ********************** was dispatched and on January 21, 2025, reported the water pump and control board failed. The contractor was approved their labor rate to install 2-10 HBW supplied parts. The parts were immediately ordered. We were given an eta of 1/28/25. On February 6, the contractor reported the parts were installed and found that the main control board also needs to be replaced. Our parts research found that the part is out of stock and on backorder, however, parts research was able to find a pre-owned board. Mr. ***** was given the option of repairing or take cash in lieu of the repair. Mr. ***** will continue with the repair. A floor coach called Mr. ***** and left a voice message. He also sent him an email with his contact information.
  
  We do understand how frustrating it can be without a properly working washer and sincerely apologize for the delay that has occurred. However, we are a repair company first. When a unit has a mechanical breakdown, if the unit can be repaired and it makes sense to repair, that is the route we take. On occasion, delays such as this occur, as in this instance. We ask Mr. ***** to 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; weather; labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
  
  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 Team
  

  Customer Answer

  Date: 02/09/2025

   
  Complaint: 22889125
  
  I am rejecting this response because:

  First and foremost, it is not our responsibility to contact or coordinate with the insurance company to have the ceiling fixed. We hired 2-10 ***, not CK, to address these issues, and it is their responsibility to manage the claims process and engage the necessary service providers. We should not be expected to contract with a third-party company, particularly one that we did not hire.
  Additionally, if any incorrect information has been provided by ************** it is not our fault. We should not be placed in a position where our home insurance has to reach out to CK's insurance to resolve the issue. The responsibility for ensuring the necessary repairs are completed lies entirely with 2-10 HBW.
  Furthermore, the part being offered for the repair is pre-owned, not new, which is entirely unacceptable. We expect to receive a proper, new part for the repair of our ceiling.
  Lastly, I am extremely disappointed with the lack of progress. We had a technician visit last week, but no action was taken until I followed up with you on Thursday. You then mentioned that the part was available, yet it had not even been ordered at that point. This delay and lack of communication is completely unacceptable.
  I trust you recognize the urgency of this matter. We have now been without a washer for two months, and I expect swift action to resolve this issue by providing a replacement with a new washer. This is in line with the level of customer service I expect as a valued customer.

  Sincerely,
  
  Naira & ****** *****

  Customer Answer

  Date: 02/18/2025

  
  
  I hope this message finds you well. I apologize for emailing you directly, but my husband and I recently received the email below from three companies after I followed up through the website. As you can see, ******************** still does not have coverage to repair our ceiling, and it does not seem fair for us to cover these costs, especially since we did not choose this company; it was arranged through the 2-10 Home Warranty.
  We are reaching out to you because we know you are always fair, and we hope you can assist us in resolving this matter. Additionally, the spare part being provided is pre-owned and is expected to arrive on the 18th. This means that the installation will likely take another week, which is quite frustrating. As I mentioned earlier, we are a family of five, and I am currently handling laundry outside the home to manage our needs, which is an additional challenge.
  We would greatly appreciate your support and any assistance you can provide to help expedite this process.
  Thank you for your time and understanding.
  
  
  Respectfully,
  
  
  Naira
  
  
  From: ****** ***** <***********************> 
  Sent: Monday, February 10, 2025 9:54 AM
  To: ********* ******* <*************************>; ***** ***** <******************************>
  Subject: Fw: Insured: CK APPLIANCES & REPAIR ***
  
  
  Good morning *********,
  
  
  This is the response of the insurance company regarding the policy you sent me. 
  
  
  I dont know if CK Appliances & ********** had provided you with a legitimate policy!!
  
  
  Please contact CK Appliances & Repair *** and demand them to provide you with actual policy and provide us with the same. 
  
  
  Sincerely,
  
  
  ****** *****. 
  Sent from AT&T Yahoo Mail for iPhone
  
  
  Begin forwarded message:
  
  
  On Monday, February 10, 2025, 8:45 AM, ****** ******** <******************************************************************> wrote:
  The insured referenced in our letter (Fortune Nyamasagara dba ***** Appliances Repair) is the policyholder noted for policy CP140185664P2022. 
   
  I am not able to locate a policy for CK Appliance and Repair *** in our system. 
   
  The policy number referenced was active from 07/23/2022 10/13/2022. As such, there is still no coverage for this loss. 
   
  My best advice to you is to reach out CK Appliances & Repair and verify the policy information. However, at this time, I am unable to proceed with any claim investigation without correct policy information for the other party. 
   
  Thank you,
   
    ****** Gonzales 
   Claims Team Lead - Liability 
     Phone: **************   
     Email: ****************************************************************** 
  
  
   
  If you would like to schedule a call back, please click this link to set an appointment: ************************************
   
  If you received this email in error, please delete it and let us know. We use security software but cannot be responsible if this email or any attachments have been infected by a virus. Nothing in this email changes the terms of any insurance policy, or any decision to issue an insurance policy. 
   
   
   
  From: ****** ***** <***********************> 
  Sent: Sunday, February 9, 2025 2:45 PM
  To: ****** ******** <******************************************************************>; ***** ***** <******************************>
  Subject: Insured: CK APPLIANCES & REPAIR ***
   
  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
   
  Hi ******, 
   
  I received your attached letter recently and after further investigation I found out that youre talking completely about a different insured business that was not mentioned in our claim with *****************************!
   
  Let me provide you with the correct insured name and policy:
   
   
  Insurer: *******************************************
  Agency Name: *****************************
  Address: *************************************************
  Phone: ************
   
  Insured: CK APPLIANCES & REPAIR *** 
  Policy Number: CP140185664P2022
  Effective Date: 08/19/2024
  Expiration Date: 06/19/2025
   
   
  I greatly appreciate your help in resolving this claim ASAP and feel free to reach out by email or phone. 
   
  Sincerely,
   
  ****** *****
   
  Cell # ************
   

  Customer Answer

  Date: 02/21/2025

  Thank you for your patience in listening to my concerns. I would like to provide an update regarding the recent rejection.
  The technician visited my home yesterday to repair the washer, and I had to take the day off work without pay in order to accommodate the appointment. However, when he arrived and after spending almost 40 minutes, he informed me that 2-10 had ordered the wrong part, which is incredibly frustrating.
  I am unsure of the next steps to take and would greatly appreciate your assistance in resolving this matter.
  
  Respectfully,
  
  ********+Devrient
  
  ***** *****
  

  
  

  

  Business Response

  Date: 02/24/2025

  2-10 Home Buyers Warranty is in receipt of the rebuttal submitted by Mr. ************ Thank you for the opportunity to review further.
  
  A claims resolution specialist contacted Mr. ****** He was directed to contact the Agency that sold CK Appliance the policy. Concerning the washer. The contractor reported the control board was received. He attempted to install the part, but found it was not compatible with the washer. It simply would not fit. The part number was checked, and the correct part was delivered. At this time, the claim has been forwarded to our Appliance team to review possible replacement or cash in lieu.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22889125
  
  I am rejecting this response because:

  First, I would like to thank you for offering to either provide us with cash or replace the washer.
  However, I would like to bring to your attention that the issue with the damage to our ceiling remains unresolved. After reaching out to the insurance company you provided, we were informed that ************ had an insurance policy with them in the past, but no longer maintains one (please find the email attached for reference). This brings us back to the original concern: we should not be held responsible for a subcontractor you provided.
  We trusted you to conduct the necessary background checks on your contractors, and you were the one who selected CK Appliance for us. As I am paying my monthly fees directly to you, not to CK, I kindly ask that you take responsibility for this issue and address the necessary repairs to our ceiling.
  Your prompt attention to this matter would be greatly appreciated.
  Sincerely,
  
  Naira & ****** *****

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/29/2025 Service requested A/C unit compressor not working properly They took forever to find a decent provider The provider lied about service date First they promised Thursday 1/30/2025 then they changed it to Friday 1/31/2025 without any promises. I had to change provider and the new provider told me the same thing. At this moment no A/C and no technician No calls received either 2-10 home warranty does not respond or service appropriately the customer requests Please investigate this company

  

  Business Response

  Date: 02/05/2025

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by *******************.
  
  Thank you for bringing this to our attention. We take customer satisfaction very seriously and sincerely apologize for the circumstances outlined in **********-Melendezs letter. We have located the ************ Plan and applicable claim for *******************, and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. ******************* has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  First,we would like to apologize to Mr. ******************* that the contractors were not truthful about scheduling. We will research and address that part of the complaint with our leadership team.
  
  Our records indicate on the evening of January 28, Mr. ******************* submitted an online request for his air conditioner. The independent contractor, ************************, was sent the dispatch. On January 29, Mr. ******************* contacted us as the contractor could not service until the next day, January 30.He wanted a contractor that could service immediately because he has a child with asthma. The representative explained that if we change contractors, it is not certain the new contractor will make it out today. He also advised he could use a contractor out of our network if he needed same day service. Mr. ******************* requested to stay in network, and to dispatch a different contractor. The independent contractor, ***************************************, was dispatched and schedule for Friday, January 31. On Monday February 3, the contractor reported that the compressor has shorted to ground and is still under manufacturers warranty. The contractor was approved their labor rate to swap out the compressor under manufacturers warranty. Mr. ******************* was updated.
  
  Our contractors were ready and able to service Mr. ******************* in a timeframe consistent with the beginning of the busy season. There was no delay in service and obtaining the diagnosis. Mr. ******************* was also offered the chance to use a contractor out of network if he wanted immediate service,but he had declined. Mr. ******************* should also know that scheduling an independent contractor is a condition that is beyond our control as we are each separate operating companies. We ask him to please reference his Agreement Terms & Conditions on page 8, under section B-9: We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.
  
  We apologize for any frustration or inconvenience that ******************* 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 ******************* 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 Team
  

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was advised by their customer service representative as to which package to get should any major incidents occur. Since that time we have had an HVAC unit and a water heater need replacement. HVAC - They sent 2 contractors out that both said the **** needs replacement. It is 30 years old. They then sent out a 3rd contractor who said they can just fill it w R22 and not replace it so of course 2-10 wants to do that. They kept sending out contractors until they got the answer they wanted. Water Heater - Nickle and dimed us over all the things supposedly not covered under my Luxury Package plan. Permit to replace a water heater - not required in any circumstance here in *** but they say it is. $50 to turn off the water?! How ridiculous. The list goes on and on and adds up to $650. They do all of this to offset the cost of replacement that I am entitled to. The company is completely fraudulent. They do not stand by their word. Attaching picture of items not covered for replacement of water heater.

  

  Business Response

  Date: 02/03/2025

  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 and applicable claim for Ms. ********* and we have reviewed the service history.
  
  We appreciate the opportunity to clarify our obligations and present our position on this matter. Ms. ******** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  
  For the **** system. We are a repair company first. When a system or appliance has a mechanical breakdown, if the unit can be repaired and it makes sense to repair, that is the route we take.
  
  Our records indicate on January 26, Ms. ******** submitted an online request for her water heater. The independent contractor, ******************************was dispatched and reported the water heater is leaking at the bottom. The contractor was approved their labor rate to install a 2-10 HBW supplied water heater. The contractor reported some costs associated with replacing the water heater that the service agreement does not cover. These costs would be *********** responsibility. Ms. ******** has also been given the option of cash in lieu of the replacement if she decides to have the water replaced outside of the warranty.
  
  The associated out of pocket costs include a permit, expansion tank, disposal, water shut off valve, code upgrades. We ask Ms. ******** to please review her agreement. Under page 4, under the Plumbing trade section: Excluded - expansion tanks.  Page 8 of the Agreement Terms of service, under section: III. Non-Covered Costs. (a)Addressing a Failure may involve work, parts, systems, equipment or materials that are outside the scope of the Service (Excluded Work), for example: (1)work related to non-Covered Items; (2) the incompatibility of existing systems or appliances with a Replacement; (3) carpentry or modifications necessary to facilitate Service Unless expressly stated as our obligation herein,Non-Covered Costs include costs related to: (1) permits, codes, ordinances,laws and/or regulations (6) disposing of hazardous materials such as refrigeration Components, capacitors and water heaters. If Ms. ******** disagrees or feels these items/charges are not necessary, she can discuss this directly with the independent contractor or take the cash in lieu of the replacement.
  
  
  We apologize for any frustration or inconvenience that Ms. ******** may have experienced during the claims handling process. We value her as a member and hope to provide her with a positive customer experience in the future.
  
  We have upheld our responsibilities per the agreement. We cannot extend coverage beyond the Agreement by paying for charges that are not eligible under the Agreement.
  
  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 Team
  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22876736
  
  I am rejecting this response because: it only addresses one of the issues. The other issue is the HVAC. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 02/10/2025

  2-10 Home Buyers Warranty is in receipt of the rebuttal submitted by Ms. ******************** you for the opportunity to review further.
  
  On January 3, after our previous response, the contractor reported that the compressor has failed and would need to be replaced. The contractor is charging to dispose of the old compressor, reclaim/recover refrigerant and add refrigerant. Ms. ******** has our Standard coverage. Under the Standard coverage, the refrigerant has a limitation set forth of $150. The amount of refrigerant the contractor needs exceeds this amount. The disposal of the compressor, the reclaim of the refrigerant and the additional refrigerant over $150 is Ms. ******** responsibility. We ask *********** to please review her service agreement, on page 3, under the Air Conditioning and Heat Pump trade section, Standard coverage: Dollar Limits Refrigerant - $150. The Agreement Terms of Service on page 7, under section: III. Non-Covered Costs  Unless expressly stated as our obligation herein, Non-Covered Costs include costs related to: (6) disposing of hazardous materials such as refrigeration Components, capacitors and water heaters.
  
  On February 4, A representative explained to Ms. ******** the out of costs and why we would not replace the system due to age if the system can be repaired. She told the representative that she would like to speak with the contractor first. On February 6, Ms. ******** was contacted, and she advised she would speak to her husband before accepting the out of pocket costs. On February 7, a voice message was left at the Dotsikas residence. We are currently pending her decision.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22876736
  
  I am rejecting this response because I do not have Standard coverage ! 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 02/12/2025

  2-10 Home Buyers Warranty is in receipt of the rebuttal submitted by Ms. *************** Thank you for the opportunity to review further.
  
  Attached is ******************** agreement. Ms. ******** does not have our Supreme coverage;she has the Standard coverage.  If she purchased the Supreme coverage, this would be listed on page 1 of her service agreement under Purchased Options. We ask Ms. ******** to please reference page 3 of the service agreement. The trade sections are divided between Standard and Supreme. Ms. ******** did purchase the Luxury package option. However,the Luxury package has no bearing on the out-of-pocket costs discussed previously. This Luxury package only removes the aggregate Dollar Limits. This is specified on page 4 of the service agreement.Under the Luxury Package, which states:
  
  Luxury Package
  Covered - Removes the $3,000 aggregate Dollar Limits from Heating, Air Conditioning and Heat Pump, Appliances, Plumbing and Electrical.
  Dollar Limits - Subject to all other limits stated in this Agreement, including those of any selected options and the Aggregate Limit of $25,000.
  Excluded - All items stated as excluded in this Agreement; commercial grade appliances,pro-style or the like.
  
  We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22876736
  
  I am rejecting this response because: I upgraded to Luxury bc your customer service agent told me that was best. I would have happily upgraded to Supreme.

  You keep telling me that you are a repair company not a replacement company per your escalation team member, yet, your luxury package according to what is written above only helps me if an item is being replaced.

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

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased home warranty sent 2 different companies out to fix or replace washing machine. Claim was submitted on 12/14/24. Still without a washing machine and keep getting the run around despite the contractor saying it needs to be replaced.

  

  Business Response

  Date: 01/31/2025

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by Princess *****.

  Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Ms.****** ******* We have located the ************ Plan and applicable claim for Ms. ****** and we have reviewed the service history.
  

  We appreciate the opportunity to clarify our obligations and present our position on this matter.Princess ***** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.

  Contractors sometimes recommend a course of action that differs from the direction we decide to take.Claim decisions are based on the diagnosis we receive. If parts are available for the covered failure, and it makes sense to repair, that is the direction we take.
  

  The initial contractor diagnosed a failure with the transmission, but they unfortunately were not able to perform the repair. We dispatched another company who diagnosed different failures and advised the unit could be repaired, so repairs were authorized. When attempting to repair, the contractor found that additional parts were needed.

  At this point, the cost to repair the washer would have exceeded the cost to replace, so we offered Ms. ***** a replacement. Ms. ***** chose to accept cash in lieu of the washer replacement and her pay-out has been processed. She will receive a check in the mail within ***** business days.

  We apologize for any frustration or inconvenience that Ms. ***** may have experienced during the claims handling process. We value her as a member and hope to provide her with 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 Team

  
  

• Initial Complaint

  Date:01/27/2025

  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.

  I am trying to cancel service **************** wont return my calls. Then I went to ******** there is no option for cancelation.I have been with them for nearly 7 ********* need to cancel.,They are making it impossible.

  

  Business Response

  Date: 01/30/2025

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by ******* **********.

  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 for Ms. *********** and we have reviewed her account.

  We apologize for any frustration or inconvenience that Ms. ********** may have experienced during the process of cancelling her ************ of 1/28/25, we show that Ms. ********** connected with a representative who assisted her with cancelling her agreement. Her agreement is now void and no additional payments will be drafted.

  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 Team

• Initial Complaint

  Date:01/25/2025

  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.

  Please confirm with this business that they refuse to honor the warranty provided by my builder ***. I have ongoing hairline cracks on my stucco walls and damaged trusses that were left out for 5 months in the elements in ******* by the builder prior to install we have had pest infestation and multiple repairs. Builder refuses to confirm that the trusses are not damaged by sending inspector and refuses to look at the cracks that they have repaired multiple times. They have not ruled out structural issues. Not sure if builder is now using a different company but this company is not very receptive to having anyone determine if my property has any structural issues that put my family at risk and could be Safety Hazards. on the builder web site they have a new warranty company not sure if this one was fired and I need to work with the new one. They respond to my complaints with excuses that do not seam logical or with any desire to resolve

  

  Business Response

  Date: 01/31/2025

  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 04/29/2022 and containing one year of workmanship, two years of distribution systems, and ten years of structural defect coverage. This warranty was provided by ******************* (builder).  Thank you for the opportunity to review and respond.
  
  In our previous communications with *** ********* 2-10 HBW explained that the only coverage that he has remaining is for structural defects.  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.
  
  *** ******** has verified that the roof trusses are currently bearing their design load and that the builder did make repairs to the trusses verified to have damage under his workmanship term.  Therefore, there is not currently symptoms of structural distress nor does his concerns currently meet the definition of a structural defect as provided above. 
  
  2-10 HBW also acknowledges the homeowners statement that there are hairline cracks in the stucco.  Stucco is not a qualifying load-bearing element under the structural coverage. *** ********* workmanship coverage expired on 04/29/2023.  Therefore, the stucco damage is no longer warrantable and would be a matter of homeowner maintenance.
  
  Finally, 2-10 HBW would note that *** ******** has stated to 2-10 HBW that his concerns with the trusses are related to the way the amount of time they were on the ground prior to the closing.  Section VI.D of *** ********* warranty booklet states, Your builder shall have no liability, obligation or responsibility relating to, arising from or in any way concerning any of the following items, each of which are specifically excluded under this booklet: 1.Any damage, loss or costs incurred by you in connection with any of the following:  a. A defect that first occurs outside of the applicable warranty term, including but not limited to walk-through or punch list items that were identified prior to the effective date of warranty.
  
  2-10 HBW would like to thank ***** ******** for bringing his concerns to our attention so we may review this matter further.  While the builder is the one who is ultimately responsible for investigating and remedying covered defects, 2-10 HBW can verify that per our ongoing conversations with *** ********* there is no indication that he currently has a warrantable structural defect.  Additionally, his workmanship coverage is past its expiration and would no longer be applicable.
  
  Sincerely,

  ****** ******
  Warranty Administration Supervisor
  2-10 Home Buyers Warranty

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22857000
  
  I am rejecting this response because:

  I have provided detailed documentation to both the builder GHO and the Warranty company of my concerns. My documentation started during the building process when I notified the Builder GHO of my concerns regarding trusses left on the ground for over 4 months not covered exposed to the elements were is  supporting data and could be problematic?  The Builder assured me that any damaged truss would be inspected prior to installation and replaced if needed after I sent them the *** multiple pictures form approved site visits during construction . The *** of GHO  mentioned a house looks like sausage being built to worry he gave me his word we would have no issues when completed. I was also told that my house has a warranty that will support the quality of the work done if problems come up. So during the past year we had reported a sagging roof, during inspection and repairs by the builder multiple trusses were damaged some bowed and some broken. During the repairs it was also noted that we had a pest infestation which was confirmed by the builders inspector plus 4 other inspectors. The builders pest inspector noted that the trusses look moldy like they have been exposed to the elements. The house had then had  to be fumigated to assure no additional trusses would have pest infestation or compromised. The Engineers the builder sent after I requested they get a permit prior to any work being done were supposed too check all the trusses and the integrity of the components it turns out they just checked the trusses they repaired. Please note I had no control of the installation or inspection process during the building process it looks like the builder did not take the extra steps to inspect the trusses prior to install. it was my understanding  with this much damage and a house fumigation that the of the trusses that uit would be prudent  get a detailed inspection  we never got which would have prevented all the issues we are having. I requested the  report from the engineer who came to my house and said he would inspect all the trusses to make sure my structure was not compromised. I received the report from the builder I was not provided with a report that showed all the trusses were inspected to assure my family that we had no additional Saftey issues due to the pest situation and the prior history of repairs. My concern with integrity is logical  when I was told the trusses would be inspected prior to install and I have had so many issues on a brand new house. Who. inspected the trusses prior to install? Additional concerns are emails I received from the builder wanting to avoid the permit process for repairs, and then not providing a detailed report on all the trusses being inspected by both engineers that were on site. If the builder is sure I have no more underlying issues having sent 2 engineers to the house please provide me the documentation that my trusses are not a Saftey issue for my family. As for the stucco cracks I hired a professional engineer to inspect my property during the building process which was approved by the builder one of the highlighted concerns was the stucco cracks would be and ongoing issue if  proper steps were overlooked. During the first year the builder came on site to do repairs on the stucco the cracks came back I was assured it was cosmetic it was repaired again not to worry we have warranty. Other home in the development with cracks like mine had to have extensive not cosmetic repairs to have permanent fix on the cracks. My builder always assured me that warranty would cover any issues I had concerns with. My question to the warranty department  isI would be the happiest person in the world if you can confirm with and expert that my hairline cracks are not structural this would be more assuring than a response that is not supported by any site inspection, you or the builder did. Please note all the repairs were done during warranty and all the issues have not been ruled out to be non structural. Please let me know which expert you consulted with to assure me they are not your responsibility to cover under warranty. As for the trusses every single truss was fumigated please share with me who inspected the trusses prior to installation as I had no control of the house or building process? Which expert did you get the information from to assure you my trusses on my new house are not compromised by the pest infestation and being left out in the elements. Would you not agree that the ongoing negligence is concerning? I am retired bought a new house that is supposed to have a warranty and I am being told by your company that nothing that was done before I moved in by the builder is covered by warranty? I have a great idea to give me peace of mind and bring closure  why do we not hire a professional structural engineer to come do a site inspection to determine the cause of the cracks and to inspect the trusses as this should have been done by the builder to prevent issues we have had and are still very concerning.  If nothing is wrong during inspection  I will pay for the report and be the happiest person in the world knowing my dream house which I worked my whole life to buy is safe for my family. If we have issues the builder will pay for the report and all the repairs under warranty that should have been done will be done with no more excuses.  The builder claims to they take pride building homes they claim the warranty backs up what they do. I have serious concerns for the integrity of my house based on the repair history and consulting many experts who all agree the only way to rule out structural issue is to do what the builder promised they would do inspect the house before install and after install of trusses. who in the warranty department or the builder can give me the assurance that the cracks are just cosmetic? Who can assure me that the trusses that were fumigated all of them are ok?  Please note from a human perspective You have all my loved ones, pets, and friends exposed to multiple concerning issues which should have never taken place. Do not put the burden on me finding ways not to do what I wish never would happen when I bought a new house. Who in your company could help bring closure without kicking the can down the road? Who from the builder claims that my house has no issues and can go home and sleep at night putting people who put there trust in them at risk due to poor building practices or trying to save money at the expense of safety. If my house is inspected and looks good you can put the report on this site and I will also be happy. if it needs repairs that are covered by warranty you could put the report on this site and we can bring closure. Please note am retired the house will out live me I hope and will be a forever home for my family. I am willing to go the extra mile to bring closure. I would love spending more time with my grandkids than developing a case to get my band new house fixed by problems I had not control over. Who can contact me to bring closure? On the builder website they have the name of another warranty company are you no longer working with them? Please do the right thing my family is counting on you 

   

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

• Initial Complaint

  Date:01/25/2025

  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 called 210 Home warranty about fixing my refrigerator. They gave me two names of contractors that I called both were unavailable, one was on vacationtill February. The other doesnt do work for the warranty company anymore. Also had problems with repairing an old dishwasherthen getting a new dishwasher took over two months. now back to the refrigerator, I was told by an employee that I was not eligible for any compensation due to the fact that I went out and bought a new refrigerator. They said they had to get a technician to verify there was a problem with the refrigerator. I told them I had rotting food in the refrigerator and their answer to me was leavethe rotting food in there until a technician can verify that the refrigerator was not working. I told them that that wont happen. I will not have a refrigerator that doesnt work with rotting food inside of my home. I sent them letter. I spoke to various people and they told me I was not eligible for any Money to put to a new refrigerator. Finally, they told me they cant help me out at all from speaking to many of the employees , they dont help people with disabilities, me, and my brother are both disabled and Im also a senior citizen. also, sent them the receipt for my new refrigerator when I spoke to an employee who called me, supposedly a supervisor they didnt know nothingabout the letter or the receipt I sent to them about the refrigerator, not a good run company.

  

  Business Response

  Date: 01/29/2025

  2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by ******* ********.

  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.

  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.
  We value the opportunity to clarify our obligations and present our position on this matter. ******* ******** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
  

  Regretfully, when the claim was initiated, we did not have a readily available contractor. However, we found a provider who was able to service Mr. ******** within 3 business days of the claim being made. We received a notification on 12/23 that Mr. ******** cancelled service with the provider. There was no reason provided for the cancellation and Mr. ******** did not reach out to 2-10 for instruction on how to proceed with his claim. The next time we heard from Mr. ******** was on 1/17 when he called to inform us that he had replaced his refrigerator. 

  Mr. ******** replaced his refrigerator outside of the warranty, without our knowledge or approval and is now seeking reimbursement.The Agreement states a very firm requirement that we will not offer any payment if a customer contacts us after replacements are purchased. This is specified in the Agreement, under: Who pays what? 2-10 *** will pay or reimburse you for costs that have been pre-authorized for a covered repair.Service performed without prior authorization will not be paid.

  Unfortunately, the original refrigerator is no longer available for us to diagnose and determine if it could have been repaired or needed to be replaced. We understand that being without a working refrigerator is a hardship and despite Mr. ******** having replaced his refrigerator without prior approval, we offered a one-time goodwill gesture of $150 as reimbursement towards his purchase. This amount is based on an appliance rebate program we offer, where homeowners can bypass the repair process and replace their appliance outright. Mr. ******** has declined our offer.
  

  Since we are unable to find additional coverage, we remain willing to provide Mr. ******** cash in the amount of $150.

  We apologize for any frustration or inconvenience that *********** 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.
  
  
  Sincerely,

  2-10 Customer Experience Team

  
  

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22856550
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 02/05/2025

  
  
  
  I didnt know I had to respond after I rejected what they had to say. Complete number is ********. I am sorry, but I will not leave rotting food in my house and a refrigerator. Thats not working. Thats what I was told to do. I threw out the running food. I bought a cooler put ice in it for some of remaining food that I could save and went out and bought a new refrigerator. If that was wrong, too bad, what would you do, if you were in my situation. 
  Sent from my iPhone