Reviews

Review Details

• Review fromKate a

  Date: 08/11/2022

  1 star
  Im a first time home buyer and bought this home warranty just in case! I got shocked by my dryer outlet and started a claim to have the wiring checked out. That was 6/14/22 and the electrician and I have been on hold for multiple hours a week to try to get approval to resolve the claim, to no avail. On 8/11/22 the electrician notified me that **** was only covering a small portion of the wiring problems because its a pre existing condition, despite the fact that no such clause is noted in my contract. I dont know why they would sell a home warranty to anyone buying a new home if they can just say its a preexisting condition and refuse to cover wiring, which is clearly stated as being covered in the contract. Due to risk of fire, I have not been able to use any major appliances since moving in in may and have been so incredibly frustrated with how long it takes this company to answer the phone and approve the work needed to make my house safe. I would not recommend using this company if you have any choice at all! Run!!

• Review fromDavid B

  Date: 08/10/2022

  1 star
  I can only echo "more of the same" of what has already been reported, here and online in other venues. The real issue is that 2-10's response to the BBB about their complaints have obviously not been truly resolved or implemented but the words were sounded to attempt to mitigate the black eye of the BBB inquiry. Several of 2-10's own contractors have even told us how they will react and what they will and wont do. We have dealt with them on the same issue with "different" contractors with the same responses. Once we resolve the issue at hand, we will no longer utilize nor recommend their services, unfortunately we will probably sound the alarm in one of our newsletters to make sure we are protecting all that rely on us for advice.***** B

• Review fromElizabeth R

  Date: 08/06/2022

  1 star
  Our fridge stopped working in June, so I put in a request and they had the contractor come out and look at it. He told me what repairs it would need and said he would send me an email by the end of the day for next steps (never got the email). Didn't hear from them or **** for the rest of the week so I called the contractor that next Monday for an update and they said they were waiting on **** to approve the repairs. I called **** and they said they approved the repairs already, they (****) will call me back in a bit. They call me back and said they spoke with the contractor and apparently they were waiting on parts to come in, and that they should have them by Friday and will call me then or by Tuesday next week.Friday went by, Tuesday went by. By this point, it's been 3 weeks. I call the contractor. Can't get a hold of them, and I can't leave a voice message their inbox is full. I call ****, they try to call and tell me the same thing I told them when I called: didn't answer, can't leave a voice message. They say they'll email them and escalate the claim, I should hear from someone from **** in no longer than 48 hours and told me that if they don't call, I'll be automatically put on some kind of calling list that is supposed to regularly check-in with me (not sure if I was misunderstanding that, but I tried to clarify and that's what it sounded like to me.) Another Friday goes by. Another. In between that time, I've been calling between **** and the contractor and getting absolutely nowhere. It is now August. I still don't have an appointment to get my fridge fixed. I'm about ready to just bite the bullet and buy a used one to replace it with, but I've already paid the $100 copay, so I am kind of stuck in suspension. The $100 reimbursement is absolutely not enough at this point.Their call wait times are horrible- luckily they have a call back feature because I'd have completely lost it by now if I'd had to wait on the phone with them every time I called.

• Review fromVincent H

  Date: 08/04/2022

  1 star
  Like many other people here, I was a **** customer who was given the run-around over and over again when trying to handle a simple fridge repair. They will blame their contractors and their contractors will blame them, and you'll get no where. The real solution is obvious though, just don't get this warranty and find someone when something in your house breaks that way you have someone to talk to about the actual issue.You might (maybe) spend a little more money, although in my case, I've never "made up" the annual premium, but you'll definitely save yourself endless headaches.

• Review fromNicole J

  Date: 08/03/2022

  1 star
  This company is nothing but a SCAM. Do not buy this warranty. I filed a service request, someone came out fairly timely, and gave me his recommendation and said he emailed them his recommendation. Then Crickets. No one reached out about my request. I finally got my realtor involved who bought the warranty for my home and she got the regional manager involved and only then did someone reach out. He said to buy a window unit or fan up to $200 and they will reimburse. They never reimbursed for this and a month went by with no contact about my request. Then some random guy called on a Friday night and said claim denied because my system needing work was the furnace, and it's summer. Really?? The furnace has a blower that runs the *** And season should never mean anything. I asked him to put this in writing and email it to me and he never did. How is this business still in business?? Worst customer service ever.

• Review fromBreanna B

  Date: 08/03/2022

  1 star
  I have been waiting for 17 days with no a/c and they told us they won't do anything because our complaint is "moving faster" than their average complaint.To get ahold of anyone the hold time was a minimum of 1 hour and 40 minutes. A supervisor gives you their number but doesn't answer it or call you back. The part keeps moving back and forth from the same two cities and has not been delivered 5 days after they said it would be. Just don't waste your money. They also tell you to message them on ******** but blocked me after I asked for updates several days in a row.

• Review fromDana F

  Date: 08/03/2022

  1 star
  **** has terrible customer service once you belong to their **********************. **************** waits are between an hour and four hours long, due to being transferred from one part of the company to another because nobody knows who to transfer you to. Once you get transferred from one department to another nobody in any of the departments can answer your question. I do not suggest **** home warranty for your warranty needs.

• Review fromTim H

  Date: 08/02/2022

  1 star
  Horrible customer service. I truly believe they have an internal wait you out policy. Hold times for calls are 1 hour plus, there is always a back order or wrong part order or some other excuse. Weve been waiting five weeks in the heat of summer and we know it will be at least another week before the ordered part is expected to be delivered. My unaffiliated HVAC person says they can have it tomorrow. **** complaints in two years should speak for itself. I would HIGHLY recommend never buying a home warranty from this company.

• Review fromAmanda G

  Date: 08/02/2022

  1 star
  I've been dealing with these people for days now. My air-conditioner went out on 7/30/2022. Of course no one in the company works on the weekend and there is no emergency line. So I had to get an out of network contractor to come diagnose. Apparently for any work to be done from anyone out of network you need prior authorization or you pay out of pocket. I filed a claim to see who they would send and both companies they tried to send to me didn't contact me, nor did they answer calls. They also had horrible reviews. So now is day 2 of me sitting on hold endlessly. The only people answering phones is the customer service department which won't allow you to speak with a supervisor and can't help you with any claims. This is an endless problem because I can't get my ac fixed in SOUTHERN ******* and I have animals and a type 1 diabetic child in my home. This is truly infuriating and there is zero way to get help or file any complaints because no one but the useless customer service department will answer their phones. I've waited on hold for them for a total of 6 hours now.

• Review fromPaul G.

  Date: 08/02/2022

  1 star
  We had our air conditioning fail over the July 4th holiday. Opened a service request with them on July 3rd through their website. On July 5th part way through the day I called them since I had heard nothing and somehow I got through to someone. They said they needed one more day to try and find a contractor in my area. A day later they told me via email I can find my own contractor since they could not find one. They authorized only $300 in repairs. My contractor came out and replaced the blower and my out of pocket was over $900. Their website says contact them to get authorization for more but I was never able to get through to them via the phone and their online support does not work. So I submitted the whole **** anyway knowing I had a $100 responsibility. Not any further communication from them and the claim vanished from their web portal. Two weeks later all they reimbursed was $200 with no explanation why. This warranty was unfortunately what the seller paid for when I bought the house and fortunately this happened before the policy was up for renewal. They claim they will stay in touch through each step but they never seem to answer the phone. Home sellers please stop offering this company because they are terrible. Home buyers demand a different home warranty company. This company should have lower than a B rating. Should be a D.