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Anonymous
Tre
2 years, 2 weeks and 1 day
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.Anonymous
R. Lowe
1 year, 51 weeks and 1 day
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!