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:01/22/2025

  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.

  Work order Number: ******** Hello,On December 12, 2024 I filed a warranty claim with 2-10 home buyers warranty about my ******* refrigerator that is overcooling. I have been unable to use the refrigerator for the past month and a half due to 2-10 refusing to replace or giving me cash equivalent of my refrigerator.They have tried to send a contractor out here on multiple occasions to try and to fix the refrigerator to no ******** FACT, on Monday January 20th, 2025 the contractor came again and ATTEMPTED TO FIX IT AND ONLY MADE IT WORSE. Right after he left the refrigerator burst and all the water that is connected to it flooded my hardwood. Now I do not have a refrigerator and my property has been damaged!!! He replaced multiple parts but never fixed it and the last time he came on Monday he attempted to fix the damper but instead flooded my house.I spoke with a manager at 2-10 named **** **** today who was very kind and offered me $550 that I can use to buy another refrigerator however that is not anywhere near what my old fridge is worth. I would like compensation for what my refrigerator is worth which is in the realm of $1000-$1200 in addition to the property damage that occurred to my house thanks to the horrible contractor 2-10 sent.Whats happening is not fair as my family has been without a fridge for the past month and a half and home 2-10 keeps trying to fix my refrigerator. The worst part is instead of failing they are also ruining my house. The contractor has come and tried fixing it multiple times and its just not working I have videos and pictures of the refrigerator flooding my house that I can send to 2-10 that proves what I am explaining.Please I need a resolution to this issue ASAP as we are without a fridge I will refuse all attempts to fix this refrigerator as it is now flooding. I cannot take the risk to try to fix this again since they have ruined it beyond repair and now its ruined my hardwood

  

  Business Response

  Date: 01/24/2025

  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 17, 2024, Mr. ****** submitted an online request for his refrigerator. The independent contractor, ********************* was dispatched. On December 19, the contractor reported: Customer had just plugged the refrigerator in before I arrived, and it was almost at room temp in fresh food. Verified damper was operating as it should. Customer said freezer was working properly but things freeze in fresh food. Will need refrigerator compartment thermistor and main control to resolve issue. Asked customer to leave the refrigerator plugged in until return visit. The contractor was approved to make the repair of the refrigerator.
  
  On January 14, 2025, Mr. ****** informed us the refrigerator is still not working properly. The contractor was dispatched back to the residence to evaluate the refrigerator further. On January 21, Mr. ****** contacted us because the contractor came out on 1/20/25. He was soldering something in the back of the unit and not long after the contractor left the home, water started to flood from the back of the unit causing damage to the floors of his home. Mr. ***** does not want the contactor back into his home to attempt any repairs. The representative notified our ******************************* of the alleged property damage.
  
  Regarding the alleged property damage against the contractor. To be clear, the network contractors that 2-10 *** 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. If Mr. ****** feels that the independent contractor is negligent and caused property damage, his dispute is with the independent contractor and their insurance company, not 2-10 ***. Circumstances such as this are the reason we make sure all the independent contractors we contract with are licensed and insured. Should Mr. ****** desire to pursue the contractor, please be advised there are many avenues to do so, but 2-10 *** is unable to initiate or ****** a dispute between a homeowner and any independent contractor. When there is a dispute such as this, our ******************************* will review and if necessary, release the contractors insurance information to the homeowner, but ultimately it is between the independent contractor, their insurance and a homeowner and not 2-10 HBW to come to a resolution. Mr. ******* concern does assist our contractor relations department as to the contractors that do not live up to our expectations.
  
  On January 22, the contactor reported: Found damper door cracked where motor seats in at, causing it to slip and create a gap when closed. Added parts to ticket for water leak. Reservoir is built into water filter housing assembly in the bottom right of the fresh food. Includes all tubing. The refrigerator can be repaired. A representative spoke with Mr. ******* Mr. ****** reiterated he does not want the contractor back out as they damaged the floor and he wants us to replace the refrigerator. The representative explained the contractor states the refrigerator is repairable. The representative offered to send a different contractor out. Mr. ****** did not want another contractor and asked to speak to a supervisor. The supervisor explained to Mr. ****** that our Contractor Relations is looking into the matter of the alleged property ********** Ashour understands. As far as the refrigerator goes, the supervisor gave Mr. ****** the option of the same contractor (that has already diagnosed) another contractor or cash in lieu of $551.60, which is our cost to repair the refrigerator, not replacement. Mr. ****** said he would think about it and contact us back as to what his decision is.
  
  We do understand how frustrating it can be without a properly working refrigerator and we sincerely apologize for any delay that had occurred. However, there are certain situations that are beyond our control. We are a repair company first. We will continue to perform repairs when repairs are practical. Appliance repair is not a perfect science. Delays can occur for numerous reasons, as in this instance, the first repair did not work, and the contractor found additional repairs are required, creating further delay. The service agreement is not a replacement contract that promises replacement due to these unforeseen delays as these are conditions that are beyond our control. We ask Mr. ****** to please refer to the service agreement, page 8, 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; manufacturer-established Contractor or Component restrictions; weather; labor difficulties, strikes, or shortages;telecommunications disruption; transportation stoppages or slowdowns;hyperinflation; acts of God; war; terrorism; epidemics; 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.
  
  We have upheld our responsibilities per the agreement, and we remain willing to provide Mr. ****** reimbursement in the amount of $551.60 for the repair, or the same contractor to complete the repair or a different contractor to diagnose and repair. We hope to hear from him soon.
  
  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: 01/27/2025

   
  Complaint: 22843912
  
  I am rejecting this response because:
  
  According to the customer service agents who helped me at 2-10 home warranty, if a tech has attempted repairs on my appliance twice and is unable to fix it then I qualify for a replacement.

  1.The tech came on Jan 13th and replaced two parts that did not fix it.

  2. The tech came on Jan 20th and attempted to solder pieces of my fridge. Not only did he fail but he did further damage to my refrigerator and damaged my property. 
  

  Please explain how I have went for a month and a half now with no appliance and you are not willing to help . A tech came twice and made it WORSE then it was before. 
  

  I ask 2-10 to reconsider raising the amount offered  to the value of my refrigerator which is around $1000. Since my refrigerator is now worse and wont dispense water or ice. This tech has ruined my refrigerator and thats not really fair to me.
  

  if 2-10 refuses to raise the amount I will have to pursue legal action
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/16/2025

  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 filed a complaint with 2-10 on 12/31/2024. They didnt get anyone scheduled to come out until 1/10/2025. Then due to bad weather no one came out until 1/13/2025. They came out twice in the same day and did not fix the problem. I paid my co-pay of $100. When I called 2-10 to have them come back out and fix it, they said that our policy had lapsed, they couldnt do anything. I asked for a supervisor and they would not put me through to one, but instead said that a supervisor call me back. That supervisor never did call me back. We called 210 home warranty back on 1/16/2025 and spent 20 minutes on the phone with a customer service person that also said the same thing that they couldnt help us. He gave us a phone number to an escalated customer service line. We called that and sat on hold for 35 minutes and no one answered. With this company when they complete a claim if it goes bad again in the same issue within 30 days they come out and fix . They will not do anything about this. They will not refund my co-pay of $100 so in essence we paid for a home warranty that did nothing for us as well as paying the deductible just to hand somebody money. Nothing was fixed. They were slow to respond and didnt know what they were doing when they got here. We told them exactly what the problem was it had happened before and the home warranty company had sent out a different contractor, *******************. This time they sent out a mom and ********* that didnt know what they were doing and did not fix the problem. We cannot get any resolution through 2-10 after trying several times. Also, Eco home solutions that came out and attempted to do the repair work did not give me a receipt, but I have a canceled check. The home warranty company is a joke and Eco home solutions is a joke. I told ****************** exactly what the problem was and they still couldnt fix it. 210 never followed up as they usually do to make sure the problem was fixed. They just closed the claim.

  

  Business Response

  Date: 01/17/2025

  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 that Mr. ****** was unable to speak with a supervisor regarding his concerns. We will research and address that part of the complaint with our leadership team.
  
  ********* originally was covered by 2-10 HBW on 1/10/23. He then renewed the service agreement on 1/11/24. It expired on 1/10/25 and he did not renew. While the service agreements were active, for plumbing issues, he had 2 water heater claims and a plumbing claim. The plumbing claim was not covered as water was going through tile. This is not covered under the service agreement since it is not a plumbing issue. We do not show a record of a Canes **** Plumbing being dispatched to the property or in our network. Our service agreement does not state that if the same issue occurs within 30 days that we will fix it.
  
  Our records indicate On December 31, Mr. ****** submitted an online Plumbing request, noting: The toilets gurgle and make a lot of noise when they flush and it sounds like water is trying to backup into the bathtub. You also hear water in the ceiling downstairs when the upstairs toilet is flushed in addition to it sounding like it's coming up into the bathtub. You have sent Canes **** Plumbing out here in the past for the exact same issue. The independent contractor, *********************** was dispatched and scheduled for 1/13/25. The contractor billed online for a Pull/Snake/Reset of the Toilet. By this time,the service agreement had expired, and Mr. ****** did not renew.
  
  A customer advocate spoke to the independent contractor. He said he snaked 75 and if ********* is still having the same issue, the snake may have pushed the clog down further, however he does not have a longer snake. Our service agreement states on page 4, under the Plumbing trade section: Covered - Drain line stoppages that can be cleared with a standard sewer cable This means If the only way a line can be cleared is with a sewer cable longer than the standard sewer cable, this would not be covered. A standard sewer cable is 75 to 100.
  
  We do understand the contractor could not get out to the residence in a timely manner. With this said the advocate called and spoke with Mr. ******* Mr. ****** explained to the advocate that a contractor that we sent a while back was able to correct the problem by clearing the plumbing vent. We agreed to dispatch another contractor to evaluate the issue further. The service fee has been waived.
  
  
  We apologize for any frustration or inconvenience that Mr. ****** may have experienced during the claims handling process. 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

• Initial Complaint

  Date:01/03/2025

  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.

  This company has failed to reimburse me for repairs for my stove top after receiving authorization from them for the entire amount after an emergency in my home, that if not repaired, could have killed my family due to faulty appliance. The company failed to process my claim, asked for a new reciept ( that was provided) and then ceased communication and processing of my claim. After many calls, many hours of waiting on hold, a supervisor called ( didn't leave a call back number) and refused to reimburse for a claim that was already approved and stated "I only get reimbursed partially because the repairs were already completed". That is a complete lie, as at the time of the gas leak, i called 2-10 and recieved a new claim number and authorization for full reimbursement since it was an emergency and life threatening to my family. Now 2-10 won't pay. On a different and ongoing other claim call for an oven repair, an employee (****) stated "internal policies" only allow 2-10 to cover not full costs when getting an outside contractor. I had to get the outside contractor because the one 2-10 authorized never showed up for several weeks. He would not provide those policies and required me to barter for the repairs. It was absolutely degrading-even after I informed him I have a special needs child at home that required me to cook foods for her- he didn't care that he was violating rights of kids with disbilities. This company is despicable. While waiting over 6 weeks for an oven epair, I have incurred hundreds of dollars in food costs to eat away from the home and 2-10 won't cover the $300 for the repair because of "internal pricing" policies that they will not release to the public.

  

  Business Response

  Date: 01/09/2025

  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.
  
  Our records indicate on November 7, Ms. ***** submitted an online request for her gas cook top. She requested to use her own contractor because there is a gas leak, and she had to find a local person to use because the *** network contractor could not come out until Monday. The step-by-step instructions for using a contractor outside our network were emailed to her. On November 20, we received a paid invoice for $385.42, and the work had been completed.
  
  ******** was approved to use a contractor outside of our network for sooner service. However, she had the work completed prior to getting authorization to do so. The out-of-network instructions are clear. When the appliance limit, shown below is exceeded, we need a diagnosis, cost breakdown etc., prior to work being completed. The instructions state: IMPORTANT NOTICE These instructions apply to the use of a non-network contractor (Your Contractor) to complete a claim with 2-10 Home Buyers Warranty (2-10 HBW). To be eligible for any reimbursement, you must receive approval from 2-10 HBW to use Your Contractor prior to Your Contractor performing any work 2-10 HBW has negotiated rates with parts suppliers and Service Contractors in our network. Your Contractor will likely charge retail rates, which can be much higher for both labor and equipment. If you choose to use Your Contractor despite 2-10 *** having Service Contractors in your area (e.g., you prefer not to wait for an available appointment with a Service Contractor in our network), 2-10 HBW will only reimburse the amount we would have paid a Service Contractor from our network to complete the repair or replacement with 2-10 HBWsupplied equipment. You will be solely responsible for the difference in price related to the use of Your Contractor (1) You must receive express authorization to use Your Contractor, or you will be ineligible for any reimbursement. If you receive authorization from us to use Your Contractor, you have our express authorization to receive reimbursement for work performed to remedy Failures on Covered Items within the following limits (the Pre-Approved Limits): Heating or air conditioning: $300 Water heater: $300 Appliances: $250 Plumbing: $200 All other trades: $150. You do not need additional authorization from 2-10 HBW for diagnosis and any repair work if Your Contractor can complete the work within the applicable Pre-Approved Limit. 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 Fee.
  
  Additionally,we ask Ms. ***** to please review page 8 of her Agreement Terms & Conditions:
  A.PROVIDING SERVICE
  **** claim forms are used, but we must pre-approve service by an authorized,independent service
  Contractor.
  A-2a:If we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with independent service contractors (this amount is usually less than retail cost or your actual cost)
  
  Since Ms. ***** did not contact us for additional authorization over the $250 appliance pre-approval amount, she was reimbursed based on the $250, less her $75 service fee, totaling $175. The $175 was processed and the check mailed on December 23. To amicably resolve this matter, a representative reimbursed Ms. ****** the remaining amount of her contractors invoice of $210.42.
  
  On November 18, 2024, Ms. ***** requested service on her double oven. The independent network contractor, ****************** accepted the dispatch. On December 2, the contractor reported online that he has left several messages, but the customer is not calling back to schedule an appointment. On December 12, ******** requested to use her own contractor. Once again, the out-of-network instructions were emailed to her. On December 19, the homeowner spoke with the representative, ****. **** gave the homeowner the option of our cost for the repair, $560 (parts and labor) less her $75 service fee totaling $485 or 2) the option of using a contractor that is in network. The homeowner decided to use her own contactor. **** authorized the $485. We still have not received the paid invoice to reimburse Ms. ****** Accounting will not reimburse funds until the paid invoice is received.  
  
  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.
  
  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:01/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Home Warranty Company has failed on all levels to fix my hearing system. I have not had heat for a month and they have not met the contract requirements or the regulatory statutes. We have gone far too long in freezing temps and are having health related issues from the cold. I paid thousands of dollars for this contract only to have them refuse to authorize and send the right parts for repair. They cannot repair and refuse to replace as the contract specifically allows.

  

  Business Response

  Date: 01/09/2025

  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.
  
  Our records indicate on December 3, 2024, Ms. ***** submitted an online request for her Carrier heat pump, requesting to use her own contractor as they had already diagnosed and found the heat strips failed and blower motor not coming on. As explained in the service agreement, the representative calculated what our cost would be if the work had been done by a network contractor. Due to the difference in cost, Ms. ***** then requested to use a network contractor. The independent contractor, ************************* accepted the dispatch. On December 12, the contractor reported the heat strips failed. The contractor was approved their labor rate to install 2-10 HBW supplied heat strips. The heat strips were ordered with an eta 12/17/24.
  
  On December 23, the contractor notified us that he installed the heat strips and found the transformer and control board also had failed. On December 31, we were notified by Carrier that the control board was on backorder with no eta.Our parts research **** was able to locate a secondary supplier. The parts were ordered with an eta of 1/7/25. On January 2, 2025, a customer advocate was asked to follow up with the claim. The advocate spoke to Ms. ***** and explained when the parts will be delivered. Ms. ***** was reimbursed for temporary heating. On January 8, Ms. ***** emailed the advocate advising the contractor received the wrong part. That advocate contacted the contractor. The contractor advised due to the unit's age, no substitute parts will fit correctly. At this time, the advocated determined we would be looking at unit replacement.  The advocate will be following up until completion.
  
  We do understand how frustrating it can be without a properly working heater and we do apologize for any delay that had occurred. However, there are certain situations that are beyond our control. Delays can occur for numerous reasons,such as back ordered parts, parts or repairs do not hold, hard to find parts, additional repairs are required after the original repair. We ask Ms. ***** 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 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.
  
  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: 01/13/2025

   
  Complaint: 22753488
  
  I am rejecting this response because the warranty company has sent the wrong parts 3 times and I am still without heat. Frozen pipes and outrageous energy costs because they approved a replacement due to the parts being unavailable and then proceeded to send the wrong part 3 times. This was not regular circumstances where a part was delayed. This was outright criminal. I am still without a heater now on Jan 13th.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/21/2025

  2-10 Home Buyers Warranty is in receipt of the rebuttal submitted by Ms. ************ Thank you for the opportunity to review further.
  
  As previous discussed, we determined we would be replacing Ms. ****** heat pump system. On January 9, the advocate ordered ****** equipment (heat pump condensing unit, air handler). ****** gave an eta of 1/12/25 for the contractor to pick up locally. On January 10, the advocate contacted ****** and was advised that the condensing unit is a delayed by 2 days. It will not be in until 1/14/25. On January 14, the advocate called ****** for status. ****** informed her that the condensing unit is in transit and will be delivered on 1/16/25. The advocate updated Ms. ****** On January 16, ****** advised the equipment is ready for the contractor to pick up at the local branch. The contractor scheduled installation for 1/20/25. On January 25, the advocate reached out to Ms. ***** and left a message to see if the contractor has made it to her home. She is currently waiting for Ms. ****** response.
  
  We would refer Ms. ***** to our previous response in which we indicated that delays do occur that are beyond our control. We confirmed there was availability of the equipment and placed the ordered in a timely manner. As with any purchase with a third party, once the order is placed, it is out of our ******** is up to the manufacturer, ******, to fulfill the order. We ask Ms. ***** 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.
  
  
  Sincerely,
  
  2-10 Customer Experience Team
  

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  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 don't deal with ********. ******** have people pay monthly fees but in return provide no service. I don't know how these crooks got my address claiming my house is out of warranty. Huh? Stop sending stuff with no return address claiming you're my mortgage company. I don't have one. Do not send anymore correspondence to *******************************. I refuse to call because i don't want y'all to have my number and thestart harrassing me. Remove my info, i don't know how you got it. Besides, you're wasting trees. My appliances are new and i don't need your services.

  

  Business Response

  Date: 12/31/2024

  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 consumer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Ms. ******* complaint.
  
  Marketing will be sure to remove Ms. ****** from our database and will have Ms. ******* concerns reviewed and addressed internally so we may make corrections and continue to improve our service.
  
  We apologize for any frustration or inconvenience that Ms. ****** may have experienced.
  
  
  Sincerely,
  
  2-10 Customer Experience Team
  

  Customer Answer

  Date: 01/02/2025

  
  

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had an **/Heat unit out for 6 months and after sending multitudes of contractors to my house there is still no fix. No ** in the summer, and no heat in the winter. 6 months ago, the upstairs ** unit started not pushing cool air into the house, so we called the warranty company. Since then, we had multiple contractors come out with different takes on what the issue could be. Each time they come out they first think the coolant is low or high and refill it/ empty it as needed and say its fixed, which may have been something to try the first time, but now after 6 months this is the same excuse I just got today. The only real fix they did to the unit was swapping a TXV which was a pain to get done. After a contractor had suggested that was the issue, they refused to fix it since there wasn't "enough space" to do the fix, without question the warranty company said that the fix was not completable. After looking at it myself as I have some experience in the field, I could see it was pretty easily accessible and that they were just trying to not do the job. A bit of complaining later they finally come back and switch a new valve in within 2 hours with no issue, and when I asked them why they said they couldn't do it they and the contractor had no response. Unfortunately for me at this point months have passed, and the unit is still not working, and it's now becoming winter so we can't even troubleshoot the ** issues anymore. Now in the winter there is no hot air blowing, it's the same temperature off as it is on, and the unit is still not working. Today I spoke with them as I am at work, and they said that the unit was "fixed" by again refilling with ***** (which again after 6 months of contractors doing this, is not the fix). I spoke with them, and they said that since they could not find a specific fault there is nothing they would do, even though the unit obviously is failing. Also note: the unit isn't that old, we have new windows, sqft is good for that unit.

  

  Business Response

  Date: 12/27/2024

  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.
  
  Concerning the cooling. Our records indicate during the summer months that the independent contractors were able to get the unit cooling, however the system would stop cooling shortly afterward. On November 6, the independent contractor, Ozonefreeze Heating & Cooling, reported online the work is complete. A customer advocate contacted Mr. ********* and he confirm the work had been completed.
  
  Mr.******** then contacted us as the heating side did not work. The same contractor, Ozonefreeze Heating & Cooling was dispatched. On December 12,the contractor notified us that he is unable to determine the cause of failure and requested we dispatch another contractor. The independent contractor, L&S Heating and Cooling accepted the dispatch and scheduled for December 19. On December 19, the contractor reported the unit is just a couple pounds low on refrigerant,which caused the low pressure in the system. The technician found no sign of leaks and topped the refrigerant off. He believes the last contractor did not add enough freon before completing the repair. On December 20, the customer advocate called Mr. ********* Mr. ******** explained the unit is heating off auxiliary heat. The advocate called the contractor and left a voice message requesting additional information.
  
  On December 26, the contractor called in and advised the home has a dual fuel type of setup. There's a
  Heat pump outside with an evaporator coil inside attached to a gas furnace. Therefore,the homeowner has 2 sources of heating the home. One is from the heat pump and the other is the gas furnace. The heat pump is for heating when it's not really cold outside and the furnace is needed when it's really cold outside. During the really cold temps, he needs the gas furnace running to heat properly, because a heat pump doesn't heat the home well in low temperatures. The homeowner needs to be using the furnace but is using the heat pump. The homeowner currently has heat in the home.
  
  Heat pumps are not efficient when temperatures are too cold, and they will only work to about 35 degrees. This is because when the outdoor air temperature gets too cold,the heat pump cannot extract as much heat from the outdoor air to keep up with the heating demand. When this occurs, the auxiliary heat will kick in to attempt to reach the desired temperature of the thermostat setting.
  
  We do understand how frustrating it is without a properly working HVAC system and we do apologize for any delay that has occurred. We are a repair first company;we always attempt repairs when they are practical/possible. HVAC repair is not a perfect science. On occasion repairs do not work, parts or repairs do not hold, additional repairs are required after the original repair, misdiagnosis, contractor delay or refuses to complete the repair, or a second opinion is dispatched to determine the root cause of the failure. These are unforeseen delays that are a condition 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; weather; labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
  
  The advocate will be following up with Mr. ******** to confirm the contractors findings. On July 23, we reimbursed Mr. ********* $189 service fee as an apology for any frustration or inconvenience that he had experienced during the time of repair. 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: 12/31/2024

   
  Complaint: 22708862
  
  I am rejecting this response because:

  So first and foremost when the ** portion was "fixed" I said no such thing that the unit was working. I said to you that the unit may or may not be working and it's hard to tell since it was already November and it was cold out! I immediately opened up another ticket for the unit on the heat side since the unit was still not working and now in the heat direction since temperatures got colder. 

  As to the contractor filling it with freon we've had each contractor sent out do and say something similar of oh it was just low on freon and then a week later no results, so idk how after this long anyone could possibly determine the freon was just low. It could be a leak perhaps, but no one has said or seen that, regardless filling it up and leaving is not a fix.

  The split unit argument makes sense but the normal heat pump isn't getting 30 degrees of heating or whatever you claim it should be so saying just run the propane which is there as a backup only all the time is also not a fix. This also ignores the fact that it should just be turning on the propane backup on its own and needs us to manually choose it which is odd.

  Lastly, I returned home yesterday from vacation and the entire outdoor unit isn't even spinning up. So again I'd say the work is not complete and that just trying to push the job through with minimum attention and  effort is not okay.

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

  

  Business Response

  Date: 01/10/2025

  2-10 Home Buyers Warranty is in receipt of the rebuttal submitted by Mr. *************** Thank you for the opportunity to review further.
  
  Our records indicate Mr. ******** submitted a request for the contractor to go back and evaluate the heat pump further. On January 8, 2025, the contractor reported online that the compressor has seized. Our parts research responded to the contractor asking if a particular compressor would work. We are currently waiting for the contractors reply. Once the contractor notifies us, we will order the compressor and approve the contract to complete the work.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

• Initial Complaint

  Date:12/17/2024

  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.

  2-10 has not honored the contract for replacement of my water heater. Claiming that modifications of the pluming is not included. I have read the contract and it does state existing modifications are not covered but nothing about modifications need to complete the installation of the water heater. I have to pay for all the actual plumbing hookups out of pocket.

  

  Business Response

  Date: 12/18/2024

  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.
  
  We ask Ms. **** to please refer to page 8, of the Agreement Terms & Conditions, under section B-2: When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not for the cost of construction or carpentry needed because of different dimensions..
  
  Ms.***** water heater is under manufacturers warranty, however the labor to swap out the water heater is not.  Ms. ***** service agreement with 2-10 HBW covers labor to install. The contractor was approved their labor rate to swap out the manufacturers warranty water heater.  The technician advised they must modify the lines to fit the new water heater. The current fittings on there are for single use only and must be changed when a new water heater is installed, and it is a requirement and is a liability. If they don't use new equipment and the water heater fails that becomes a liability for them.
  A customer advocate reviewed the claim. The new water heater should have the same dimensions as the old water heater. There  can still be modifications on any install, however this is also a contractor requirement and possibly a code issue. Ms. **** has our Supreme Protection plan which comes with $250 in code coverage. We have added the code coverage toward the contractors authorization.The advocate notified Ms. ***** explained our position and advised her out-of-pocket costs will be $130. She accepted. The advocate called the contactor and left a voice message with status. It is now between Ms. **** and the contractor to schedule install.
  
  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.
  
  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:12/12/2024

  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.

  Our builder is not honoring their requirements to fix our HVAC. We called 2-10 that uses them as a partner-member to fix our issues. 2-10 has not received a response from the builder after weeks of trying. Our builder sent a crew to investigate our problem. The crew agreed with us that due to poor installation the entire unit needed to be replaced. I also hired a personal inspector that backed up the claim in full detail along with additional workmanship issues. It has been 3 months, no response from the builder after coming to inspect and 2-10 is doing nothing about it. They said the fact that the builder came to look at the unit was enough to show they are taking action...pathetic. They keep kicking the can down the road with excuse after excuse. There is no customer service to be had for homeowners. I can only assume at this point this is a fraudulent organization. 2-10, please surprise me by acting like a legitimate company, send my claim with my due diligence to your insurance so we can get the problem fixed and move forward with holding the builder accountable for no response. I shouldn't need to seek a lawyer to have a warranty company follow through with their contractual agreement. I promise to remove or update this post once proper action is taken. Schedule time to call me, don't email me.

  

  Business Response

  Date: 12/17/2024

  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 11/22/2023  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 III of the 2-10 Warranty booklet states, Your builder/seller will investigate and remedy all covered defects pursuant to the Construction Performance Guidelines.
  
  2-10 HBWs role is defined in Section VII as follows:  Warranty administrator means Home Buyers Warranty Corporation.  The warranty administrator is the creator and administrator of the 2-10 HBW New Home Warranty program and is available to answer any questions you may have about the express limited warranties provided to you by your builder/seller under this booklet.
  
  As such, 2-10 HBW does not assist directly with repairs to the home nor do we have the ability to ensure any covered repairs are expedited by the builder.  Rather, we can discuss the coverage terms with both parties and assist with communication between a homeowner and a builder.  As the builder, Wood &***************** determines which repairs will be made. 
  
  At this time, Wood & *****************s coverage position is that the **** is operational with no warrantable defects present.  For this reason, 2-10 HBW provided Mr. **** with the option of arbitrating pursuant to Section VII.E of his warranty booklet when it states, Arbitration Contract Proceedings. You, the builder/seller, the warranty insurer, and the warranty administrator (each an Arbitration Party and collectively the Arbitration Parties) each hereby agree that every claim, complaint, controversy, or dispute between/among two or more Arbitration Parties that arises out of, relates to, or otherwise concerns this booklet, the Certificate of Warranty Coverage, your workmanship warranty,your distribution system warranty, your structural warranty, an actual or alleged defect, an actual or alleged structural defect, the warranty insurer or its agents or employees, the warranty administrator or its agents or employees,or the 2-10 HBW New Home Warranty Program (a Dispute) shall exclusively be resolved by binding arbitration and not by a judge or jury.
  
  As such, 2-10 HBW regrets that the option available to Mr. **** is to arbitrate the dispute and not to have this matter submitted to the warranty insurer.  This was discussed with the homeowner via telephone on Thursday, 12/12/2024.  2-10 HBW therefore honored Mr. ***** request to discuss this in a call rather than via email.  In those conversations 2-10 HBW did verify that he may represent himself in an arbitration and that an attorney is not required, though Mr. **** may elect to retain an attorney if he feels that will be his best course of action.
  
  We do acknowledge Mr. ***** frustration that the dispute must be arbitrated. At the same time, per the builder/seller responsibilities listed above, the workmanship coverage is a builders warranty and this dispute must be handled on that basis.  As of this response ******* has completed the paperwork necessary and 2-10 HBW has taken action to seek the builders portion of the payment while we await the homeowners.
  
  2-10 HBW would like to thank ***** **** for bringing his concerns to our attention so we may investigate this matter further. 2-10 HBW will continue to operate within our role as warranty administrator to bring this dispute to arbitration between Mr. **** and his builder, Wood & ******************
  
  Sincerely,
  Warranty Administration
  2-10 Home Buyers Warranty
  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22678129
  
  I am rejecting this response because I do not believe the actions you are offering, though part of my signed contract, do anywhere near enough to protect homeowners in my situation. I also reject the notion that the builders disagree with my stance. They have not even answered you or me since sending their HVAC installers over to the house to inspect. Sure enough, their inspector verbally stated to me post-inspection that the problems were severe and full system replacement is recommended. I never received their written report though. Why? BC the builder decided that this news didnt work for them and have since ignored you and my requests for feedback.

  Now let me back up briefly. First, thank you for the recent increase in responsiveness to my claim. It has taken me screaming at employees over the phone and reporting you all to the BBB to get some escalation. I apologized for my tone to them afterward because i should never have to be so demanding with folks that are just trying to do their jobs and go home. My complaint goes beyond my current situation. I want to know how you will change your business model to protect individuals and not just the builders you collect payment from? You have a glaring gap in homeowner customer service and it serves everyone well besides the homeowner. Most new homeowners are offered a home warranty at time of purchase to cover any incidentals. These warranties allow the owner to pay a small fee, have a contractor come out and fix the issue and cover the remainder of the cost. The warranty companies are far more independent and unbiased compared to individual builders. The problem with your company is that new home buyers, already inundated with paperwork, legalese and the stress of going through homeownership are very likely to glaze over the fact that you are not a traditional home warranty company, but rather, an entity who holds a legal contract and simply runs interference between parties. Technically a homeowner like me has nobody to blame but themselves because I didn't read the entire contract. I honestly didn't think I needed to....as this is my 4th home and I have never seen anything like this before. Yes, I agree with you, based on your contract, you are right and I am wrong. That doesn't mean it is just. You have no actions in place to protect the homeowner in the case that a builder rejects a claim or simply ignores them. You have no escalation path to hold builder's accountable while homeowners continue to experience the problem in their home. When things break, people can't wait months to fix it. The only answer you can offer is for the homeowner to first come further out of pocket to pay $750 for arbitration. The time it has taken to get to this step required months of back and forth with your company only to find out that we must wait longer for arbitration to begin and even longer for a resolution. All the while, your builder-member remains non-responsive and my HVAC continues to not run optimally in a city where HVAC is rather important (*******) and cost me a fortune.

  As a result, most homeowners end up coming out of pocket which is no skin off the builder or warranty company's backs. I am already out of pocket near $2k in inspectors and thousands more running a highly inefficient system (in a brand new 900k home). I have followed your rules since my claim began and have been more than informative on the issues we are suffering from. I have all of the facts from independent inspectors stating my word is truth. This is still not enough for action because you hold no power. You could reach out to the insurance company that backs you but tell me they will simply reject the claim (even though I have all of the facts from professionals). The fact that there are zero repercussions without an arbitrator is a major problem. If you choose to ignore this problem and carry on with your business model as-is, well then it is quite obvious you have interest in collecting easy money and no interest in solving homeowner issues. Your customer is the builder and not me....this skews your incentive to instill policies that do more to protect people. It really is shady, American capitalism at its finest. Please prove me wrong by doing more to stand up for the individual homeowners. 

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

  

  Business Response

  Date: 12/18/2024

  Our new home warranty has a specific arbitration process written into it, so that's what we will be using.

  Sincerely,
  
  2-10 Customer Experience Team

   

• Initial Complaint

  Date:12/10/2024

  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.

  I was provided a new home warranty through my builder. I have numerous issue issue with the build and have attempted to get the issues addressed since April 2024. 2-10 finally sent an adjuster in the beginning of November 2024 with the report being issued within a week to 2-10 Warranty. I continue to call and email with no response. I was provided a new contact person today after requesting to file a complaint but that person is not available. All I want is the company to provide the services they were paid for.

  

  Business Response

  Date: 12/17/2024

  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 03/13/2024 and including 10 years of Structural Defect coverage from the Effective Date.  This warranty was provided by ******* Development Corp. (builder).  Thank you for the opportunity to review and respond.
  
  2-10 HBW apologizes for any frustration or inconvenience that the homeowner may have experienced. Mr. ********* workmanship service request was submitted to our warranty insurer, NHWIC, due to the builder being unwilling or unable to fulfill their warranty obligations. 
  
  Upon receipt of this complaint, 2-10 HBW contacted the insurer and the assigned claims adjuster to request they contact the homeowner and provide a status update.  2-10 HBW received a response stating that the claims adjuster emailed the homeowner to offer a settlement for covered defects.
  
  2-10 HBW would like to thank the homeowner for bringing his concerns to our attention so we may review the matter further.  We have been notified that our warranty insurer did respond to the homeowner with an update, per his request.
  
  Sincerely,
  ****** ******
  Senior Warranty Administrator
  2-10 Home Buyers Warranty
  

• Initial Complaint

  Date:12/10/2024

  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.

  On 10/11 I filed a claim with 2-10 to get my washing machine repaired. The work order was assigned to US Legacy. US Legacy out-source their work to All Appliance. The first repair didn't fix the issue the vendor came back the same day and said it needs to be replaced. 2-10 rejected the replacement and wanted to do a second repair. The next service dates of 11/23 & 11/30 the vendor was a no call no show for the call back second repair. I placed over 25 calls to 2-10 for assistance still no resolution. I have been without a washing machine for 2 months. I paid the monthly installment payment of ($87.87x2 = $179.54 for two months.). This is causing stress for me and my family. Costing money to go to the Laundromat. I need help getting this resolved. I have not had a washing machine for 2 months.

  

  Business Response

  Date: 12/13/2024

  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.
  
  We understand how frustrating it can be without a properly functioning washer. However,we are repair company first. We will always attempt repairs first when practical. On occasion, a contractor will become unresponsive, no show, etc. Repairs do not work, do not hold or additional repairs are required creating further delays.These are unforeseen delays that are beyond our control. We ask Ms. ***** to please refer to page 9, 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.
  
  After the contractor became unresponsive to 2-10 HBW. Since the claim had been open for some time, we determined it would be best to investigate other options.Either check for a possible replacement with a washer that is comparable in size, primary function and efficiency or offer cash in lieu. Ms. ***** Agreement has a $1000 limitation on washer coverage. This is specified in the Agreement Washer & Dryer trade section on page 5: Washer & Dryer Dollar Limits - Cost to diagnose, repair, and/or replace: Washer - $1,000. Dryer - $1,000.
  
  Prior repairs of the washer came to $477.84. This leaves $522.16 remaining on the limit. Our Appliance Replacement Team (ART) could not locate a top-load washer that is comparable in size, primary function and efficiency as her current washer, that would fall under the remaining $522.16 dollar limit. A customer advocate called Ms. ***** to discuss her washer claim and to offer the cash in lieu of the remaining max.  Ms. ***** advised the advocate that after the contractor made the first repairs, the unit was still not properly fixed. She did not feel we should be charging the repair toward her maximum. The advocate reviewed the offer with ART. They were able to locate a washer that was about $60 over the remaining max. Due to the delay in the claim, the advocate approved ART to offer the replacement washer. On December 12, correspondence was sent to Ms. ***** with the option to 1) replace her washer with a GE, which is comparable in size, primary function and efficiency,or 2) provide her with cash in lieu of replacement. We are waiting for Ms.***** decision.
  
  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.
  
  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: 12/14/2024

   
  Complaint: 22666807
  

  
  I am rejecting this response because: The 4th party appliance vendor assured that the first fix would resolve my issue but it didn't. Why is the amount of the first fix ( that did not work) being deducted from the replacement amount? The suggested second fix didn't take place because the unreliable 4th party vendors initially was not aware that the parts were delivered. 2-10 told me that the parts was delivered but the vendor said that it was not delivered. 2-10 tried to reach them by phone but was unsuccessful so they had to email the vendor. The vendor is 90% unavailable by phone. This vendor turned out to be very unprofessional and disorganized. Between the vendor not having qualified contractors, unreachable, disorganized and no call no show for two consecutive appointments 11/23 & 11/30. I have receipts to prove this occurred. My budget for a washer should be $1000. 2-10 should be responsible for the vendor they hire. In this case their third party vendor hired a fourth party vendor which made things more complicated. I had to quarter back this whole process otherwise nothing would have gotten done. I'm the customer I should not have to spend hours on the phone asking 2-10 to escalate and assign me to a dedicated person who can call me to get the matter resolved. This whole situation was like a circus. Constantly calling having to repeat my situation over and over. 2-10 need to have a better turn around time customers should not have to wait forever to get things fix. 2-10 should seek a refund from the vendor. Overall this was a horrible experience. My family has been out of a washing machine for 2+ months. The replacement limit should be increased and I should be reimbursed 2 months of premium payments.

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

  

  Business Response

  Date: 12/18/2024

  2-10 Home Buyers Warranty has been notified by the BBB that the complaint for Ms. ***** is on hold.  Thank you for the opportunity to review further.
  
  On December 12, correspondence was sent to Ms. ***** with the option to 1) replace her washer with a GE, which is comparable in size, primary function and efficiency, or 2) provide her with cash in lieu of replacement. On December 13, she was advised that an email was sent to her with the offer. We are still waiting for Ms. ***** decision.
  
  The washer that we have offered:
  Manufacturer GE.
  Model GTW490ACJWS.
  Color White.
  Website ********************.
  Equipment Disposal Included:True.
  Buyout Amount: 589.00.
  
  Sincerely,
  
  2-10 Customer Experience Team
  

  Customer Answer

  Date: 12/20/2024

  
  
  Hi, 
  
  This case is still ongoing but the system will not allow me to make a response to 2-10 Home Warranty. I do not want to accept the low ball offer that they proposed.  My limit is $1000 the washing machine. They offer me about $589 dollars. The cost of the washing is more than what they are offering me. They wasted money with an unqualified vendor who could not repair my washing machine and they become missing in action. I should not have to come out of pocket for a replacement. 2-10 needs to cover the full expense. I don't not want to accept the low ball offer presented to me. Can you assist with this?
  

  
  

  

  Business Response

  Date: 12/20/2024

  I have reviewed the claim. The washing machine needed a control board, door lock and 4 tub suspensions. The contractor reported the unit could be repaired, so repairs were attempted. 
   
  There are occasions when a repair is completed, and the appliance or system is up and working again. Once the unit is repaired and working as intended, should the plan member have a future claim, and the unit be determined to be unrepairable, the repair cost is deducted from the claim maximum. 
   
  The situation with this claim is the contractor completed the repairs and the next day; the unit failed again. He reported new failures, with the transmission and gear case so the unit will not agitate.
   
  We could in theory hold to our stance and deduct the repair cost because these are new failures. The control board got the unit to function and should be deducted from the max, even in this case for $137.19. However, given the other parts, they could have impacted the transmission and gear case. Again, it depends on timing of when something stops working again. I would say for this claim, given that it failed again in less than 24 hours later and some of the parts are internal/dependent on each other, we will err on the side of not deducting the door lock and suspensions. However, the control board will be deducted.
   
  Thank you

  Customer Answer

  Date: 12/28/2024

  
  
  This is in response to the email you sent on 12/27. I am not in agreement with 2-10 about the fix failing the next day. The fix never worked I noticed immediately when the contractor ran a cycle. I told him I know how my machine sounds and operate it doesn't sound normal. He assured me that it would work fine. I called him back that same day in which he returned to my house. I have evidence to support my claim.  At this point he said it couldn't be fixed. 2-10 disregarded his diagnosis and ask them to fix it. The contractor was a no show to twice back to back prolonging the repair. I asked 2-10 to drive this to closure having to call them over 30 + times. They finally offered me only 1 option for a washing machine replacement at a low cost. My issues are with the offered amount it's too low  and them presenting me with only 1 option for a replacement. The contractor was not qualified to fix my problem why is 2-10 deducting the repair cost from my replacement amount when nothing was fixed the machine sounded the same after he put the part in. Sound like a misdiagnosis. I asked 2-10  to give me options on a replacement and that I didn't want to have to come out of pocket. I asked for options not just an option. I would have liked to chosen from more than one washing machine replacement option but they didn't give me that opportunity. I feel that they just chose any machine not making sure it has equal or more functionalty that my old machine had. It has been over 2.5 months that I am with out a washing machine. It's sad that I am having to settle for any washing machine when they should have given me the proper amount for a replacement where I could get an adequate replacement. I am exhausted at this point I fell like I was treated unfairly.
  

  
  

  Customer Answer

  Date: 01/07/2025

  
  
  I just realized I forgot to include the case number. It is ********. To bring you up to date, nothing having a washing machine for almost 3 months has been complicated having a family. I agreed to have 2-10 order me a comparable washing machine which was installed on 1/3. This washing machine came with issues when I put a load in the water sensor does not fill the machine properly. I literally have to use a bucket of water to put enough water into the machine in order to wash a load. My old washing machine had the setting where I could choose small, medium, large load option. I want 2-10 to send me another washing machine where I can choose the load size. I cannot continue to fill up a bucket of water every time I have to wash. The washing machine should do that on its own. I tried to call 2-10 but was not successful. 
  
  Best regards,
  

  
  

  

  Business Response

  Date: 01/08/2025

  2-10 Home Buyers Warranty is in receipt of the rebuttal submitted by Ms. ************ Thank you for the opportunity to review further.
  
  On January 6, Ms. ***** spoke with a customer advocate. The advocate explained there is a Deep Fill option on the washer that should allow Ms. ***** to add the maximum amount of water to the washer.  The advocate asked the homeowner to try this button. She tried it while she was on the phone with the advocate and said that it's still not filling enough to wash her clothes. The advocate dispatched another contractor to look at the unit.
  
  Ms.***** should know that her new GE washer is under ** manufacturers warranty. If she is not satisfied with the washer or the washer is defective, she should go through ** to warrant the washer and not 2-10 HBW. This is stated in the Service Agreement Terms of Service, under section: IV. Exclusions;Liability Limits. (b) *********** is secondary and excess to any other coverage available to you via an insurance policy, manufacturer warranty and/or labor warranty.
  
  Ms.***** was given the option to take cash in lieu of our cost of the washer or go online and review the washer we have offered. Ms. ***** accepted the washer. We have upheld our responsibilities per the agreement and regret we will not be sending another washer.
  
  
  Sincerely,
  
  2-10 Customer Experience Team
  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22666807
  
  I am rejecting this response because: 2-10 only presented me with one option that I went with. Unfortunately the option is not working properly. 2-10 should contact ** to help get this issue resolved. Did they send me a lemon?
  
  Sincerely,
  
  ******* ***** Miles