• 2-10 Home Buyers Warranty

    City
    Aurora
    Street Address
    13900 East Harvard Avenue
    Zip Code
    80014
    Mode
    nnn-1
    Contact Email
    State
    CO
    Anonymous

    Pamela Koster

    Absolutely disgusted with this co. I've had 2 microwaves that needed to be replaced due to the heating element going. I have a GE above the range microwave and about a year and 10 months ago the heating element blew it took about 6 weeks of me trying to find out what was going on until 2-10 finally told me they would be replacing the microwave then it took another 2 weeks to receive it. Then this huge box sat in my living room for another month because 2-10 told me they weren't going to send somebody out to install it, I paid $150 to have it installed then after many phone calls they finally sent me a check for the $150. You would think I would have learned my lesson and gone elsewhere. Well mid May my microwave went again same problem 2-10 knows it they sent me an email offering $310 or a replacement so stupidly I chose the replacement, it is now Aug 5 I still have no microwave and if you call 2-10 you will spend at least an hour on hold then speak with someone that can't help you, won't send a message over for you to the right dept, nothing. This is the most poorly run company I've ever seen, please Don't sign up and waste your $$ and be nothing but aggravated. So I make my payment every month and I still have no microwave and I have 3 kids who are home everyday- I'm going elsewhere but not without my microwave !!!

    16 weeks, 2 days and 15 hours
    Anonymous

    Mike

    To Whom It May Concern:

    We are writing to express dissatisfaction with the service & customer service (or lack thereof) that we recently received when we contacted 2-10 Home Buyers on several occasions last week. It began when we noticed a loud cycling sound when we flushed our toilets, as if they were still running. Worrying that it may possibly be a well issue and not wanting to risk being without water, we submitted an online request on July 27, 2020. I (Michael) followed up the next day and was told by one of your customer service reps that there was no contact from a contract plumber yet. The next day, July 29, 2020, I received a call from 2-10 stating that a plumber still could not be found and that I would have to find one myself and have them diagnose the problem. The CSR stated that after the diagnosis, I needed to call 2-10 back to verify if they (2-10) would cover the cost. That same day I was able to find a plumber willing to come on out the 30th. I called 2-10 back on the 30th to let you all know that I found a plumber. At that time, I asked the CSR if the service fee would still be covered since I found the plumber. She put me on hold to ask and when she came back, stated that 2-10 would in fact cover anything over $75.00. I proceeded with my appointment. The plumbers came out mid-day on the 30th. After they diagnosed the problem, I immediately called 2-10 (as I was told to do) to let them know the diagnosis and to see if the warranty would cover it. I was put on hold for an hour and a half to speak with someone in claims. I was on hold for at least half an hour before I had no choice but to allow the plumber to get started as I'd already called him out and would be charged the service fee and knew 2-10 would not cover that twice. The plumber started the repair job, while I was still on hold. While still being placed on hold, I called 2-10 from my landline and explained that it was unacceptable that I have been on hold for this long and was transferred again to the same claims department. Not too long after that, Zane (?) finally answered my original call (from cell phone). I explained to Zane what the diagnosis was (pressure tank, gauge/switch). He then put me on hold for another 15 minutes to check coverage. When he came back to the phone he told me it was not covered. I then told him that the service fee would be more than the $75 dollars and that I was told earlier that day that 2-10 would cover the difference since they were not able to find a contractor. Zane then put me on hold once again for another 15 minutes, came back and said that 2-10 would not reimburse me the difference because the claim wasn't covered. When I tried to tell him what the lady said earlier that day, he was rude and tried to talk over me. I then told him he was being unprofessional and I wanted to speak with a manager. He then put me hold for another ten minutes and said that they were all busy on the phone. He then asked for my contact information which I told him he already had. He told me someone would be calling me back as soon as they got off the phone. Around 3pm (EST), I received a phone call from Terri, a "supervisor" and explained to her everything stated above. All Terri would say was that she was "sorry about my frustration" and she was "sorry that I felt that way". She however would not acknowledge the fact that I was lied to repeatedly and that your company was wrong on many levels.

    We are filing this complaint for various reasons. First, why we being put on hold for extended amounts of time, several times a day, when your customer service representatives should already be knowledgeable of your "warranty policies"? Your representative are not on the same page and your brochure/website is just as inconsistent. Secondly, why am we being given different information regarding reimbursement/coverage? Finally, if you all were able to fulfil your end of the deal and find a contractor that you "approved" of, we wouldn't be having this issue. So, basically your company has proven itself incompetent on several levels. We bought the home warranty-(supreme coverage at that) for peace of mind. We have rarely used it over the years and were, key word, were, going to renew it again once it ran out this year. That however, will no longer be the case. We feel that 2-10 needs to hold up its end of the bargain and reimburse us. Your negligence and lack of customer support has been nothing short of frustrating. We were forced to make decisions on the spot and feel we shouldn't have to be penalized for it financially (the time we put into it is an entirely different subject). Our final bill was $915!!! This was an unexpected and in my opinion, an unnecessary expense. If your company is not reputable and/or competent enough to find a plumber-PLUMBER- then why should we feel comfortable shelling out money to you but still having to do the legwork and then pay again??? If these conversations that your CSRs & upper management are engaging in with paying customers are recorded, then perhaps you should revisit them, listen to the discrepancies from your employees, re-train them, and while your righting wrongs, reimburse us.

    We are quite dissatisfied with the lack of knowledge and outright deceitfulness your company and its representatives. We hope that this situation will be handled and rectified accordingly. In the meanwhile, we are in the process of contacting our state attorney general and the Better Business Bureau. We look forward to your reply.

    Best regards,

    Michael & Kara Milton

    This is the second time I put this up.

    16 weeks, 5 days and 17 hours
    Anonymous

    Mike

    To Whom It May Concern:

    We are writing to express dissatisfaction with the service & customer service (or lack thereof) that we recently received when we contacted 2-10 Home Buyers on several occasions last week. It began when we noticed a loud cycling sound when we flushed our toilets, as if they were still running. Worrying that it may possibly be a well issue and not wanting to risk being without water, we submitted an online request on July 27, 2020. I (Michael) followed up the next day and was told by one of your customer service reps that there was no contact from a contract plumber yet. The next day, July 29, 2020, I received a call from 2-10 stating that a plumber still could not be found and that I would have to find one myself and have them diagnose the problem. The CSR stated that after the diagnosis, I needed to call 2-10 back to verify if they (2-10) would cover the cost. That same day I was able to find a plumber willing to come on out the 30th. I called 2-10 back on the 30th to let you all know that I found a plumber. At that time, I asked the CSR if the service fee would still be covered since I found the plumber. She put me on hold to ask and when she came back, stated that 2-10 would in fact cover anything over $75.00. I proceeded with my appointment. The plumbers came out mid-day on the 30th. After they diagnosed the problem, I immediately called 2-10 (as I was told to do) to let them know the diagnosis and to see if the warranty would cover it. I was put on hold for an hour and a half to speak with someone in claims. I was on hold for at least half an hour before I had no choice but to allow the plumber to get started as I'd already called him out and would be charged the service fee and knew 2-10 would not cover that twice. The plumber started the repair job, while I was still on hold. While still being placed on hold, I called 2-10 from my landline and explained that it was unacceptable that I have been on hold for this long and was transferred again to the same claims department. Not too long after that, Zane (?) finally answered my original call (from cell phone). I explained to Zane what the diagnosis was (pressure tank, gauge/switch). He then put me on hold for another 15 minutes to check coverage. When he came back to the phone he told me it was not covered. I then told him that the service fee would be more than the $75 dollars and that I was told earlier that day that 2-10 would cover the difference since they were not able to find a contractor. Zane then put me on hold once again for another 15 minutes, came back and said that 2-10 would not reimburse me the difference because the claim wasn't covered. When I tried to tell him what the lady said earlier that day, he was rude and tried to talk over me. I then told him he was being unprofessional and I wanted to speak with a manager. He then put me hold for another ten minutes and said that they were all busy on the phone. He then asked for my contact information which I told him he already had. He told me someone would be calling me back as soon as they got off the phone. Around 3pm (EST), I received a phone call from Terri, a "supervisor" and explained to her everything stated above. All Terri would say was that she was "sorry about my frustration" and she was "sorry that I felt that way". She however would not acknowledge the fact that I was lied to repeatedly and that your company was wrong on many levels.

    We are filing this complaint for various reasons. First, why we being put on hold for extended amounts of time, several times a day, when your customer service representatives should already be knowledgeable of your "warranty policies"? Your representative are not on the same page and your brochure/website is just as inconsistent. Secondly, why am we being given different information regarding reimbursement/coverage? Finally, if you all were able to fulfil your end of the deal and find a contractor that you "approved" of, we wouldn't be having this issue. So, basically your company has proven itself incompetent on several levels. We bought the home warranty-(supreme coverage at that) for peace of mind. We have rarely used it over the years and were, key word, were, going to renew it again once it ran out this year. That however, will no longer be the case. We feel that 2-10 needs to hold up its end of the bargain and reimburse us. Your negligence and lack of customer support has been nothing short of frustrating. We were forced to make decisions on the spot and feel we shouldn't have to be penalized for it financially (the time we put into it is an entirely different subject). Our final bill was $915!!! This was an unexpected and in my opinion, an unnecessary expense. If your company is not reputable and/or competent enough to find a plumber-PLUMBER- then why should we feel comfortable shelling out money to you but still having to do the legwork and then pay again??? If these conversations that your CSRs & upper management are engaging in with paying customers are recorded, then perhaps you should revisit them, listen to the discrepancies from your employees, re-train them, and while your righting wrongs, reimburse us.

    We are quite dissatisfied with the lack of knowledge and outright deceitfulness your company and its representatives. We hope that this situation will be handled and rectified accordingly. In the meanwhile, we are in the process of contacting our state attorney general and the Better Business Bureau. We look forward to your reply.

    Best regards,

    Michael & Kara Milton

    16 weeks, 5 days and 18 hours
    Anonymous

    NOT RENEWING EVER

    I have had a HORRIBLE HORRIBLE experience . I am in Arizona and I have not had air for 1 week 110 degrees with a small child. THIS COMPANY STINKS - I am on third contractor . I wait on hold for 1 hour a couple times a day. THEY ARE UNDERSTAFFED AND DO NOT HAVE ENOUGH CONTRACTORS!! RIP OFF

    Thread
    18 weeks, 1 day and 18 hours
    Anonymous

    I have had issues with my AC (split system) and opened the work order on April 13, 2020, it is now July 21, 2020 and still my issue has not been resolved. This is the second contractor 2-10 has assigned to my fix/repair, and they are at a loss on working on Trane systems (their own words)! .I only have air conditioning if I go out and reset the breakers on the unit, up to three times a day! I have been assigned an advocate, but at this point she isn't returning any calls and is not responding to my email. I have also talked to the local representative, the man that assigned me an advocate, and he just talks words, but doesn't stand behind the words. I left him two voice messages because my advocate has not contacted me in any way, or responded to my phone messages or emails, On the third time I called the local representative he became rude on the phone telling me I did not have to leave him multiple message (2 were left) and that they are working on my work order and that they have many work orders at this time. Well, not my problem since mine has been open since April 13, 2020!!!

    Another thing people should be aware of, once your contract ends, if you renew it, the problem then becomes a brand new issue and any previous work or installed parts, are no longer under warranty when your present contract ends

    This company takes your money and then treats you terribly disrespectful. When my contract is up, they are gone!

    18 weeks, 5 days and 3 hours
    Anonymous

    My a/c went out April 21, 2020. The first contractor came April 23rd. The first!

    I was told that Purchasing ordered the wrong part. Requested communication via email. Called 2-10 Home Warranty, promised a call back. Still waiting. Contractor came today, July 4th, WRONG SIZE ORDERED FOR MY HVAC!!!!!

    21 weeks, 20 hours and 21 minutes
    Anonymous

    Sheila Christmas

    This is Sheila Christmas i received your letter today, 4/24/20. I had to change my email address because of being hacked. (EMAIL)&i do have a new debit card also.

    31 weeks, 1 day and 12 hours
    Anonymous

    Customer service sucks pond water scum thru a dead ducks ****.

    40 weeks, 2 days and 22 hours
    Anonymous

    Jenna

    Trully the shittiest of of that so called customer service, and liars @ that.

    42 weeks, 1 day and 18 hours
    Anonymous

    Nicolle B

    Horrible customer service, horrible contractors, horrible handling of issues.

    46 weeks, 1 day and 20 hours
    Anonymous

    Michelle

    They say that things are preexisting to keep from fixing it. The contractor they send don't even know how to fix stuff. Even simple plumbing stuff. And their contractor won't call you they want you to call them . Sad when their own contractors tell you to go with another home warrenty. Mind me of miracle on 34th street when santa send a macy shopper to another store..

    49 weeks, 1 day and 19 hours
    Anonymous

    C. Fikes

    Dishwasher reported broken 7/18/2019. After hours on various, phone calls, two contractor assignments, excuses of parts on order, and empty promises from phone supervisors, MY DISHWASHER IS STILL BROKEN. No one has even been out to the house since August. Today's date is 10/29/2019. No returned phone calls, only empty promises each time I bother to sit on hold 20 minutes to complain every single month.

    1 year, 4 weeks and 5 days
    Anonymous

    R. Lowe

    I have had them since 2004 and have had issues with my AC that they agreed to replace and after 2 weeks without air, that part still has not been ordered! I am looking for a new company!

    Thread
    1 year, 9 weeks and 4 days
    Anonymous

    Tre

    I will attempt to make this as brief as possible without leaving out important details.We live in Jacksonville, NC and have had 2-10 for as long as we have been homeowners as of 12 July 2018. We originally called 2-10 for a service call regarding our A/C unit cutting off and on by itself. The contractor (Filter Butler who by the way are new contractors under 2-10) came out and discovered our drip pan beneath the unit in the attic was full and caused the fail safe lever to turn off the unit so it would not overflow. He empties the pan, does something to the lever, we pay our service fee, he leaves. No less than a week later we started noticing a leak coming from the light fixture in the ceiling in our Master bedroom closet and stairway. We call again, they come out they drain the pan again and stated that it was clogged. They unclogged it and asked us for another payment. We told them this was covered under the first service call (according to our service agreement) in which we had to call 2-10 to have them explain to the contractor why he wasn't getting paid by us that day. He finally understood and left. a couple weeks later same issue arises and this time the contractor's manager comes out to evaluate the issue and installs a "t" pvc pipe to help the system drain better in which it started to however, after further investigation he realizes the system in the attic is not balance and is leaning the opposite direction of the drain pipe causing it to fill up with condensation and leak into the pan instead of towards the pipe. He told us they could rotate it but would have to check with 2-10 to see if it was covered. According to 2-10. it is not. After speaking to 3 different associates on 3 separate calls, 1 told us we didn't have the supreme package (which we do and was validated by a different associate), the other 2 told us it would be covered until they eventually looked more into it and came back to tell us it is not but did not provide a clear understanding of why not. The last call ended with the representative telling us we would receive a call back from their supervisor today (03 Sep 19 @ 1530) and it is now 1904 we have not received any attempt from the company. The agreement states that it covers up to $250 of improper install or modifications. However, according to the associates of 2-10, that only applies to items improperly installed AFTER you purchase the warranty. So in our case, we purchased a house built in 2013 in 2018 therefore all of the units in the home that could have been installed improperly and causing current issues are not covered by the warranty. At this point, I'm not quite sure that I am getting the most out of this warranty and I am perturbed that I renewed this warranty after having it for a year with no claims and now that I have claims it is proving to be useless. I hope this reaches the right personnel via this medium however, I intend to duplicate this message in multiple mediums until someone reaches out to us.

    1 year, 12 weeks and 4 days
    Anonymous

    MzDee

    I am a VERY dissatisfied customer with 2-10 HBW. I have been a customer with 2-1 for 20+ years (since building my home). On Friday evening, 6/21/19 when we got home to find a leaking hot water heater. The automated email we received from 2-10 stated "Great news! We wanted to let you know a service contractor has been assigned to handle your service request. They will schedule a time, Monday through Friday during the contractor's normal business hours, to diagnose and repair your covered service request. Under normal circumstances, our service effort will be initiated within 48 hours. If you should request non-emergency service outside of normal business hours, you will be responsible for additional fees, including overtime. Here's who will be reaching out: SERVICE CONTRACTOR: Capital City Plumbing". Given this was now 'after normal business hours', we assumed we would get a call from the contractor on Monday, June 24, 2019 - no such luck. (And, let me state here - we are out of town beginning Friday, June 28 for a week.) So, I called the contractor early Monday afternoon, and left a voice mail. I called 2-10 later that afternoon and spoke with Tristian, she tried to reach out to the contractor - could not reach him. She gave me his email and cell number. I sent an email and tried to call the cell - no response and no answer. I called back and forth between 2-10 and the contractor on Tuesday, NO help, no response from the contractor. Eventually, Zack (a supervisor) literally stated to me that the 2-10 contract states that they do not 'have' to provide timely service. WHAT???!!! Over the last two days, I have spoken with several 2-10 employees (Tristan, Samantha, Brian, Zack Adam, Russ and Barbara). 2-10 stated to me that the contractor told them he would be at my home between 10am - 2pm on Wednesday. I called 2-10 at 2:05pm and was told he was 3 minutes away. He arrived about 2:20pm and when I shook his hand and asked him why he had not returned my calls, he turned and walked away and said he didn't need 'my attitude' after HE had not bothered to make ANY contact with me regarding my claim - very UNPROFESSIONAL. I once again called 2-10, and the claim was assigned to a plumber that was 1 hour from my location because (according to Barbara) they have no contractors (other then Capital City Plumbing) in my area - Austin TX! Only ONE contractor! I then tried to call the new contractor only to find out that they are NO LONGER in business! When I look on 2-10's website, it now shows my claim as 'HOMEOWNER CANCELLED' with the name of the 2nd contractor that is no longer in business!! My contract is due to renew on 6/27/19, but I will be terminating my contract with them. And, I will be looking into how (if) I can sue them for at least this past year's contract fees!

    1 year, 22 weeks and 3 days
    Anonymous

    BeauB

    I have an aggravating issue from using the rebate program that I feel I was wrongly coerced in to using upon my work order submission.

    Recently, I submitted a claim online to have my washing machine replaced (work order #(PHONE)). I was immediately prompted with a popup that offered a $100 rebate if I decided to replace the washer instead of having a repair technician come out. Upon my policy renewal, I paid for the lower $75 cost of a repair person visit, but declined it for this visit since it would likely save 2-10 money and I had the freedom to purchase a replacement washer. I found the exact brand and model at Lowes (Hope Mills, NC) and purchased a replacement washer in person rather than ordering online, saving over 10% using my military discount. The total cost of the normal priced replacement washing machine of $999.99 was under $700 including my military discount. I followed the instructions and submitted the replacement form along with a scanned copy of the receipt. Today (08 Apr 2019) I received the $100 rebate check and inquired via phone as to when the remainder of the $500+ would be credited to me from the total cost of the replacement washer. Initially I was greeted by a young man who's name I didn't get but eventually spoke to a "Carol" about my problem. I continuously expressed my concern as to why someone would opt to receive a $100 rebate check on a replacement item (exact match meeting quality, value and expected ability) rather than the full replacement cost, especially to a customer who has paid $700/annual premium in LUMP SUM. It does not seem moral, logical, or even legal to coerce a customer via a popup window prompting the customer to take a $100 rebate on a $1,000 item that is fully covered under a $700 premium. Even trying to contact the company via email seemed more of a possible "man-in-the-middle" attack with multiple windows opening asking for login credentials. I have proudly kept 2-10 as my home warranty ever since I bought this home 4 year ago and have had no claims. I feel that I am being cheated on and not being dealt a fair business deal. What's disturbing is that the operator I was on the phone with expressed her concern about the rebate program - again, I used the online system rather than an operator to again save more cost to 2-10. I can only hope this complaint reaches the desk of Mark Lewis so he understands the type of service, or rather lack of, that his company is extending out to it's customers. I expect a full refund of the washing machine that I purchased. Unfortunately, I do not have the faulted machine because I donated it to a local Christian non-profit to see if they could use it to repair other machines for those less fortunate. BTW, the operator I was speaking to does not have 2-10 as a policy because she can't afford it - something immediately wrong with that coming from a manager's point of view. I work in a secure facility that does not allow cell phones and I do not work a traditional 9-5 job. I work shift work, ironically at a data center that deals with almost 1,000 customers daily. I am expecting to be reached by anyone that can help me resolve this issue - which the operator calls a misunderstanding - but let's face it, it's a moral issue. If this issue can not be resolved quickly, I will have no choice than to express my severe disappointment in the policies that this company works on to all of those I come in contact with.

    1 year, 33 weeks and 5 days
    Anonymous

    Deborah

    Hi Robin - I am experiencing a similar problem with my boiler. Do you think we might have some sort of legal recourse? Do you have the phone number for their corporate headquarters. The only number I can find is for their call center.

    Thread
    1 year, 37 weeks and 3 days
    Anonymous

    Deborah

    Your company stinks - plain and simple. I have 2 homes with a contract on each home. My experiences with your vendors has been horrible. They don't seem to be high quality 'professionals', some take weeks to respond to your call and almost always have to come back and address the problem they were supposed to fix on their first visit. Last summer myi H-Vac system went and it was 85-90 degrees in my house. I had to go stay with my daughter for over a week until they could find someone reliable to repair it. (The first H-Vac guy never called or come to the house. While you service representatives are polite and professional, the right hand doesn't know what the left hand is doing. Two weeks ago I call because some of the pipes in my basement were leaking (in my other home). It was 35 degrees outside and about 45 degrees inside. One guy came out and told us what was wrong, demanded money, and then left. They sent out another plumber who diagnosed the problem. I got a call from 2-10 (after approximately 1 week) and was told they would replace my boiler but my out of pocket cost would be $300. I agreed and the plumber was to get in touch with me to service my boiler. I never heard from any one. I finally called 2-10 back and was given the royal run around. The last woman I spoke to informed me that they would not be able to fix my boiler because it would cost them too much so my only other alternative was to take a $1,500 buy-out (which would release them from any liability) and find my own plumber. Bottom line - instead of having a $300 out-of-pocket cost I have anywhere between $6,000 and $10,000 out-of-pocket cost. My next call - 'Better get Vaccarro, NBC News".

    1 year, 37 weeks and 3 days
    Anonymous

    Robin Williams

    I just brought my house 9/29/18 they said the same thing to me for my furnace replacement pre-existing problem they r full of **** I'm calling cooperate tomorrow they take money but dont want to fix anything!!!

    Thread
    1 year, 51 weeks and 4 days
    Anonymous

    had two warranties with them

    horrible experience each time.

    THE WORST

    2 years, 3 weeks and 1 day
    Anonymous

    Mrs. J. Williams

    I am a new customer. We bought our home on 9/18/2018 and thus far my experience has not been great. Our first visit went okay, our second visit has been a nightmare. We didn't get a call to let us know our claim had been denied. I had to call a few times to get this information. When I finally spoke with someone, he blamed the contractor for not calling us back and said it was their responsibility to let us know the claim was denied. He stated the claim was denied because the contractor said it had to be a pre-existing problem. When i called the contractor, they said they made no such statement, but only reported the issue. They said it was 2-10's determination that the issue had to be pre-existing and referred me back to 2-10. Since then I have been trying to get a report of the actual problem and denial letter. Today after waiting on hold for almost 20 minutes, I was told nothing could be sent to me real time, there was no supervisor available to speak to me, I would have to call back again or just wait for the letter to be sent. I then asked for the corporate office number, and mysteriously a supervisor became available. The claim is being denied. 2-10 is telling me Temp-rite provided information that the issue was pre-existing, and Temp-rite is saying they never provided that feedback. After talking in-depth with Supervisor Shardae, she explained there is no way to get a letter expedited via email and no telephone number for corporate, I can only send a written letter. I will be sending that letter.

    2 years, 3 weeks and 3 days