Additional Complaint Information
On October 25, 2021, BBB recognized a pattern of complaints from consumers regarding customer service and service issues. Consumers allege when calling the company they are put on extended hold times, ranging from 30 minutes to 2 hours; receive limited communication, i.e. consumers not receiving claim updates as needed or requested and report unreturned phone calls after escalation requests. It is also reported by consumers there is unclear communication about the role 2-10 plays throughout the claims process.
On November 17, 2021, 2-10 Home Buyers Warranty responded to Better Business Bureau concerning the pattern of complaints. 2-10 Home Buyers Warranty is working with BBB to eliminate the underlying pattern of complaints by accomplishing the following:
1. 2-10 Home Buyers Warranty's position regarding the concerns and allegations outlined in the pattern of complaints
“2-10 Home Buyers Warranty (2-10 HBW) is committed to providing world-class products and service to our customers. We process hundreds of thousands of successful claims a year from our valued customers. Unfortunately, we have been affected by global supply chain issues that have impacted both 2-10 HBW and the Home Warranty Service Agreement industry overall. Like many companies, 2-10 HBW is also facing the consequences of a labor shortage, which has negatively impacted our ability to respond with the timeliness our customers are accustomed to.
We acknowledge the BBB’s concerns about a pattern of complaints regarding service and are taking every action we can to fulfill our commitment to our customers. We value our customers’ feedback. It has been a driving force behind the many changes and improvements 2-10 HBW has already made and will continue to make to provide the best experience possible.
Our goal is to do the right thing for our customers. Despite both industry and nationwide challenges, 2-10 HBW is implementing even more robust programs to provide the world-class customer experience our customers deserve.”
2. Steps 2-10 Home Buyers Warranty is taking to address these issues:
“Many of the complaints in the outlined pattern revolve around problems of timeliness and communication. We are always working to improve customer experiences and the claims process. We have already taken the following steps to help our customers understand their claim status and complete their claims timely and effectively.
Reducing hold times and simplifying claims submissions. 2-10 HBW has developed new strategies to reduce hold times and give our clients more power throughout the claims process. This includes providing clearer access to claim-status updates and self-service tools to better serve our clients throughout the claims process. For example, we implemented an Action Center in all of our customers’ online accounts. The Action Center allows customers to (a) file claims online, (b) contact their Service Contractor directly for status updates, (c) request sooner service, (d) submit documentation, and (e) escalate claims when necessary.
Expanding our systems. By investing in our people and systems, 2-10 HBW provides customers more ways to communicate with us, especially online. We foresee that this investment will reduce escalations and provide an improved claims experience.
Clarifying 2-10 HBW’s role in the claims process. 2-10 HBW’s role in the claims process is to determine whether a system or appliance failure is covered under the homeowner’s Service Agreement. We then provide the homeowner with financial relief for Failures to Covered Items. 2-10 HBW pays the same amount for Failures to Covered Items whether a homeowner uses a contractor that 2-10 HBW has a pricing agreement with or a contractor of the homeowner’s choosing (which generally means homeowners will pay more when they choose to use their own contractor). However, 2-10 HBW always tries to use a contractor with whom 2-10 HBW has a pricing agreement to ensure that homeowners benefit the most from their Service Agreements.
Our product descriptions and Service Agreements define the claims process and terms relevant to the process, along with our role in the process. We update such language whenever we see common confusion about the terms.
We’re leveraging our relationships with wholesalers to source systems and appliances, and their Components; our independent Service Contractors to diagnose and address Failures to Covered Items; and our internal leadership teams to provide quality coverage at a palatable price to our prospects and clients.”
3. Company’s position regarding the advertised claims:
“2-10 HBW updated all links to the BBB website to the specific pages requested by the BBB. All references to our BBB rating have been removed to avoid any fluctuations that may occur in our rating. The 4.3 out of 5 rating that the BBB inquired about is from another rating website, Avid Ratings, which we also removed to avoid any fluctuations in that rating."
On May 23, 2022 BBB recognized an additional pattern of complaints from consumers reporting they are denied an appliance replacement even if the part needed to repair the item is no longer in production.
On May 27, 2022, 2-10 Home Buyers Warranty responded to this new pattern with the following:
"2-10 Home Buyers Warranty prides itself in helping homeowners address breakdowns in the complex systems and appliances that they depend on daily in their home. No doubt these problems can be disruptive to a homeowner and hard to solve. Often, the most efficient and timely solution is to repair the broken system. Repairs, which are more sustainable solutions, can also avoid undue delays associated with the lack of replacement systems and appliances due to continuing supply chain disruptions and shortages many communities are experiencing. We are also seeing these supply chain disruptions, and related decisions by manufactures and suppliers, impact the availability of parts needed for a repair. While we continue to make an exerted effort to source parts from a variety of sources, when a part needed to make a repair is not available, it remains our policy to replace the broken system or appliance (if a replacement unit is available). Of course, in such situations customers may receive (and often prefer) a cash offer in lieu of the repair or the replacement."
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had raised a Service Request with 2-10 to fix my ** range. Assigned Contractor (The Appliance Guys) visited my house on 5/31, and told me that they need to replace 4 parts: 1 ****, 2 indicator lights, and touch panel of the ** range. They placed the request for approval with 2-10 on that day. After waiting for a month, I had reached out to the contractor, and heard that touch pad with clock is unavailable to order, and the other parts went to backlog, and there is no ETA on when they would get those parts. They suggested to reach out to 2-10, asking for an alternate solution (eg. replacing the cooktop). As suggested, I had escalated the issue to 2-10 on 7/1/24, and provided all the details I heard from the contracting company. Next day, escalation manager from 2-10 reached out to me, mentioned she is trying to track the parts. On 7/3, I heard from the escalation manager that as per 2-10 system, the parts were delivered to the contracting company, and they are trying to reach out to them for a status. After that, I got 3 more calls till today from 2-10, mentioning the same thing with no other solution. Today morning, I told 2-10 that it's 10 days after escalation, and I am yet to get a solution. They forwarded me to claims department, and I was told by claims that they cannot replace the range, as the parts are showing available in their system, and expected to be delivered to the contractor. I checked with the contractor again, and they told they informed several times to 2-10 that those parts are not available to order, and they never got any parts from 2-10. They told me to contact 2-10 supervisor to inform the same, which I already did with the escalation process. So, completely stuck with the issue, as I am hearing completely different stories from these 2 organization. Requesting BBB to help resolving the issue. Thanks in advance.
Business response
07/11/2024
2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by **********************.
Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Mr.********** ******* We have located the ************ Plan and applicable claim for **********************, and we have reviewed the service history.
We appreciate the opportunity to clarify our obligations and present our position on this matter. ********************** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
After 3 parts; range indicator light, k*** and clock were ordered to make the repair.Our records indicate on July 2, 2024, we contacted the contractor. The contractor advised he has only received the range control. We tracked the parts and found they were delivered. There were 3 more attempts to get a hold of the contractor to confirm he has all the parts. The contractor was unresponsive. ********************* would now like a replacement of his range; however, this would not qualify for replacement. All the parts needed are available for repair and are minor parts. We gave ********************** the option to dispatch another contractor,take our cost for the repair of $305.02. Mr. *************** declined the cash and will let us know if we should dispatch another contractor. ********************** asked that we stand by as the contractor is supposed to be coming out on his refrigerator claim. He said he will call us back on his decision.
The independent contractor had become unresponsible and caused a delay in the claim handing process. Delays such as this are a condition that is beyond our control. The Agreement is not a replacement contract that promises replacement due to these unforeseen delays. We would ask ********************** 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 ********************** may have experienced during the claims handling process. We value him as a member and hope to provide him with a positive customer experience in the future.
2-10 appreciates ********************** taking the time to provide his perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
Sincerely,
2-10 Customer Experience TeamCustomer response
07/11/2024
Complaint: 21970828
I am rejecting this response because:1) During yesterday's discussion, when I mentioned that the contractor would be coming to my house, it's not related to the ** Range, rather for the Secondary Refrigerator (WorkOrder#********). I still asked the contractor, who came to my house, about the Range order, but he had no information about the parts. So, in the afternoon, I called the contracting company again, mentioning about the discussion I had with 2-10 Claims, and why the contractors had not responded to 2-10 if they had not got the parts. That's when, they told that they never got the parts, and they had informed 2-10 several times about the same. If the contracting company is not telling the truth, why 2-10 had not taken any action against them, and assigned my other WorkOrder as well to the same contracting company?
2) I was offered a mere $300 for fixing the appliance by myself. I am paying 2-10 yearly for Home Warranty, also pay additional for service buy-down option, and then paid contractor $75 for the visit. If, after everything, I have to try finding a contractor by myself, pay them as per they would ask for (not sure how much, only if they can fix it), then why would I opt-in for Home Warranty at the first place? Besides, The Appliance Guys told me that they looked for the parts, and unable to find those, and there is a possibility that the parts are no more getting manufactured, which is why they are not getting the parts. So, I am not confident enough that I can fix it using a different contractor by myself.
3) The other option I was given by 2-10 was to change the contractor. I had asked if the contractor will come with the parts to fix the Range. But I was told that, the new contractor will come to inspect it first (same thing The Appliance Guys done 1.5 months back), then order the parts, and will schedule the fix once they will get the parts. So, it's the same process that happened 1.5 months back, without any guarantee that they will be able to fix it, and there was no ETA on when the fixing would occur.
So, none of the above solution was really helping me fixing the issue. I never mentioned that I want replacement-only, rather asked for any alternative solution (eg, fixing it in emergency basis, as it's already more than 1.5 months, or guarantee that a different contractor can fix it based on the parts they are mentioning as available), but I was not promised any alternative solution, except that $300 to fix it on my own, which is completely unacceptable to me (if I don't find those parts, I have to end up buying the Range myself, which is far more costly than $300).
Sincerely,
***********************************Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In May 2024 I contacted 210 home buyers warranty to file a claim to have the plumbing in my bath room sink, faucet reviewed. I paid the $65 service fee to All in all plumbing, sent by 2:10. All in all plumbing after two weeks of waiting the plumbing company finally responded came to my home and told me that I had to replace my faucet and possibly both faucets if I wanted them to match. 2-10 does not cover replacement of faucets nor do they match the faucet that I currently have. I did not agree with this assessment and after many back and forth discussions with 210 home buyers they closed my case stating, "we could not come to an agreement." 2-10 only had one plumbing company, so I contacted a plumbing service Albion plumbing in ********, ** who came out checked my faucet and told me I only needed a filter because the system was clogged. The screen was changed, and the faucet is now functioning to full capacity. I did not need to replace anything in my bathroom.Business response
07/11/2024
2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by ******************.
Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in ******************* letter. We have located the ************ Plan and applicable claim for ******************, and we have reviewed the service history.
We appreciate the opportunity to clarify our obligations and present our position on this matter. ****************** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
****************** submitted an online request for ***************** We later found out it was for her faucets. Faucets are only eligible for service under the Supreme option. The Agreement Supreme Coverage option, located on page 4, under: Plumbing Covered - Faucets, faucet handles, shower heads, arms, and tub spouts. This option was not purchased. Concerning the contractor. The contractor has been sent to our contractor relations manager to review and address the contractor.
We have reimbursed ******************** $65 service fee as an apology for any frustration or inconvenience that she 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 ****************** 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 TeamBusiness response
07/11/2024
2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by ******************.
Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in ******************* letter. We have located the ************ Plan and applicable claim for ******************, and we have reviewed the service history.
We appreciate the opportunity to clarify our obligations and present our position on this matter. ****************** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
****************** submitted an online request for ***************** We later found out it was for her faucets. Faucets are only eligible for service under the Supreme option. The Agreement Supreme Coverage option, located on page 4, under: Plumbing Covered - Faucets, faucet handles, shower heads, arms, and tub spouts. This option was not purchased. Concerning the contractor. The contractor has been sent to our contractor relations manager to review and address the contractor.
We have reimbursed ******************** $65 service fee as an apology for any frustration or inconvenience that she 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 ****************** 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 TeamInitial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a home warranty in 2022 and the service fee for somebody to come look at an issue is $85 on top of the expense that I pay the warranty company. Our air conditioning unit stopped working so they sent someone out who said they fixed it and I paid them the deductible. About a week later the same issue happened so I contacted the warranty company again and they said they would send someone out again at no additional fee because it was for the same issue. When the new company came out to look fix it asked for an additional deductible even though I was told by the warranty company that I wouldnt need to pay one because the first company did not fix it properly. I have tried contacting the warranty company multiple multiple multiple times over the last two weeks and have asked for my call to be escalated to anybody that can help me. I have repeatedly been refused to have any help and have been told that I have to call a specific number and wait on hold and the time could be hours for some thing that is their fault to begin with. I have been told to just pay the additional deductible and then call in and have them reimburse me. I do not have additional funds laying around to just give out nor do I think I should have to put out my time to fix their mistake. The fact that nobody is willing to call me back and take accountability is ridiculous and is why I will be switching Home warranty companies after this issue is Resolved if it ever even is. I have never been met with such terrible customer service in my life. They want to steal my time and my money and that is just not good business. I will never recommend them.Business response
07/11/2024
2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by ******************.
Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Ms.******** letter. We have located the ************ Plan and applicable claim for ******************, and we have reviewed the service history.
We appreciate the opportunity to clarify our obligations and present our position on this matter. ****************** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
First,we would like to apologize for Ms. ******** experience with hold times. We will research and address that part of the complaint with our leadership team.
We agree with ****************** that the failures of the ** system were similar. She should have only paid one service fee. Both contractors have already billed out as work complete and have been paid. Because of this, we are not able to waive the service fee on the second contractor. Also, ****************** $85 service has already been reimbursed. It can take 10 days to receive the check. If she has any questions, she can contact accounting directly at ************.
We apologize for any frustration or inconvenience that ****************** 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 ****************** 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 TeamInitial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company and the third party company has completely destroyed my HVAC system and I told them about it when everything was installed. They had no care in the world and I wished we could pull recorded phone calls between us and see that they knew exactly what they were doing. I am now out over ****** for a new AC system and dropped this terrible company. They treated us really bad and only saw us as a number.Business response
07/11/2024
2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by ******************.
Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in ******************* letter. We have located the ************ Plan and applicable claim for ******************, and we have reviewed the service history.
We appreciate the opportunity to clarify our obligations and present our position on this matter. ****************** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
Our records indicate on August 5, 2023, ****************** submitted an online request for his air conditioner. The independent contractor, Glenns Heating & Air accepted the dispatch. On August 15, 2023, the contractor reported the system is a 2.5-ton and the evaporator coil is leaking. The contractor was approved their labor rate to install a 2-10 HBW supplied 2.5-ton coil. On August 28,2024, the contractor reported online that the work is complete. ****************** called in to advise the contractor installed a 3-ton coil and it should be a 2.5. The contractor was sent a recall to evaluate the air conditioner further.On August 30, 2023, the contractor reported the compressor is locked up. the contractor was approved their labor rate to install a 2-10 HBW supplied compressor. On September 9, 2023, the contractor reported the work had been completed. There was no further activity, and the claim was closed. On September 14, 2023, ****************** cancelled his service agreement with 2-10 HBW.
The network contractors that 2-10 HBW utilizes are independently owned and operated, and each hold their own insurance and licensing, as required by local law. We contract with these companies to service eligible claims, but we are each separate operating companies. ****************** has not had coverage with us for 10 months. A lot can happen in that period. If he is not satisfied with the contractors workmanship, his dispute is with the contractor, and not 2-10 HBW.
We apologize for any frustration or inconvenience that ****************** may have experienced during the claims handling process. 2-10 appreciates ****************** taking the time to provide his perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
Sincerely,
2-10 Customer Experience TeamCustomer response
07/11/2024
Complaint: 21967375
I am rejecting this response because its a generic response and they know exactly what they did incorrectly and has coated us a new system. Heat is turned on in September and AC is off. There is no chance that y'all and the contractor is in the right.
Sincerely,
*************************Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Everything is well described in the attached legal letter, which has been submitted to 2-10 home warranty, but they have not responded.Business response
07/11/2024
2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by **************.
Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in **************** letter. We have located the ************ Plan and applicable claim for **************, and we have reviewed the service history.
We appreciate the opportunity to clarify our obligations and present our position on this matter. ************** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
The independent network contractor, Arrow Tech Heating & Cooling reported the Ultra Smart Communicating, Wi-Fi, Programmable Thermostat shorted out. This thermostat is the main hub for the zone control system and of the other thermostats. **************** service agreement does not cover energy management and zone-controlled systems. We ask ************** to please review his Agreement Air Conditioning and Heat Pump trade section on page 4: Air Conditioning and Heat Pump EXCLUDED: zone control systems electronic or computerized energy management systems.
*************** out of network contractor, ********************** Air Conditioning reports from the invoice: Checked the thermostat noticed the thermostat not powering up,removed the thermostat from the backing plate to power off, reinstall the thermostat the thermostat cycled on but the hub is not connecting, removed the thermostat install new thermostat setup the WiFi and adjusted the *** to all zones, cycle the thermostat system is working properly. Both contractors have reported that this is thermostat controls the zone system. This is also referring to an energy management system. The thermostat is not eligible for coverage.
To amicably settle this matter, we are willing to reimburse the cost of $250, that ************** paid for the thermostat and reimburse for one of the portable air conditioners. A customer advocate will be calling him shortly.
We apologize for any frustration or inconvenience that ************** may have experienced during the claims handling process. We value him as a member and hope to provide him with a positive customer experience in the future.
2-10 appreciates ************** taking the time to provide his perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
Sincerely,
2-10 Customer Experience TeamInitial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Upstairs AC unit not blowing cold. Pets and kids were getting sick from the heat. I file a claim with 2-10 indicating it is the UPSTAIRS unit.6/19/24 Epic AC comes by and says he needed to come back with a giant ladder and also tries to upsell a $6k job filling the house with "mini units".7/09/24 2-10 finally calls back (they could have emailed, etc) just to tell us they don't cover split units. When I initially filed the claim I told them it was the upstairs system.I paid $100 for the contractor to come out and 2-10 took almost a month just to deny it.I want my $100 back.2-10 should have denied the claim to begin with.Business response
07/10/2024
2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number21963317 by ****************.
Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in ****************** letter. We have located the ************ Plan and applicable claim for ****************, and we have reviewed the service history.
We appreciate the opportunity to clarify our obligations and present our position on this matter. **************** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
2-10 HBW was not aware until recently that **************** system was a mini split. This is specified in the service agreement on page 4 under the Air Conditioner and Heat Pump trade section: Air Conditioner and Heat Pump Excluded Items * mini-split systems.
We have reimbursed ****************** $100 service fee as an apology for any frustration or inconvenience that he may have experienced. We value him as a member and hope to provide him with a positive customer experience in the future.
2-10 appreciates **************** taking the time to provide his perspective of his service experience as it provides 2-10 the opportunity to improve the service we provide to our customers.
Sincerely,
2-10 Customer Experience TeamInitial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On July 2, 2024 I contacted my home warranty company regarding a leak in my home the warranty company sent Price Right Plumbing ************ to my home at that time I was told that the hot water heater needed to be replaced and it would be order that same day well when the heater came in it was the wrong size so it had to be reordered and I was told that it should come in around July 10 -12 2024. Also I was told by Price right plumbing that I had to pay ****** to install this heater I ask why and they said that was what they charged for installation. I ask if I could be compensated for the inconvenience of having to wait for the new order to arrived and the fact that the heater is still leaking they said I could cut the water off until the heater arrived who wants to live without water for now which has been almost a two week period I think I am entitled to some type of compensation regarding this matter and both parities 2-10 warranty and price right are blaming each otherBusiness response
07/11/2024
2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by ****************.
Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in ****************** letter. We have located the ************ Plan and applicable claim for ****************, and we have reviewed the service history.
We appreciate the opportunity to clarify our obligations and present our position on this matter. **************** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
Our records indicate on July 2, 2024, **************** submitted an online request for her water heater. The independent contractor, Price Right Plumbing accepted the dispatch. On July 3, 2024, the contractor reported the tank leaking from the bottom and cannot be repaired. The contractor was approved their labor rate to install a 2-10 HBW supplied water heater, the water heater was ordered for the contractor to pick up at Lowes on 7/5/24. There are some additional modifications charges; drain line, pipe, electrical, that the contractor is charging *************** to accommodate the new water heater that the agreement does not cover. We ask **************** to please review page 7 of her Agreement Terms of Service, under section: III. Non-Covered Costs. (a) Addressing a Failure may involve work,parts, systems, equipment or materials that are outside the scope of the Service (Excluded Work), for example: (3) carpentry or modifications necessary to facilitate Service. These charges must be accepted before the contractor will install the new water heater.
Concerning the wrong water heater order. The contractor reported he needed a short water heater that is *****. We ordered a short water heater. It was not until later that we were notified the contractor needed a lowboy water heater. Once we heard of this, we place the new water heater order immediately. The water heater is ready for pickup. It is between **************** and the contractor to schedule a time for installation.
We regret we will not be picking up the out-of-pocket cost that **************** owes the contractor as we are not responsible for this expense. We have reimbursed ***************** $100 service fee as an apology for any frustration or inconvenience 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 **************** 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 TeamCustomer response
07/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I called 2-10 Home Warranty in December 2023. They sent Drain Pro, LLC to my home December 6, 2023. There was a problem with my downstairs 1/2 bath and my 2nd upstairs bedroom toilets. The problem with both was diagnosed as needing to replace the "Guts" of the toilet. I paid the $75 service fee "no problem". Fast forward to July 3, 2024. I am walking past my 1/2 bath toilet downstairs and hear the same hissing noise that I heard 7 months earlier. I placed a 2-10 service ticket via the portal as a "recall" to Drain Pro, LLC. They arrived on July 8th to confirm that the "Guts" they replaced 7 months earlier went bad? I asked about the warranty of their work. They said call 2-10. 2-10 then quotes me some mumbo jumbo about 60 days to recall. So I as a 23 year customer with 2-10, I had to pay $150 within 7 months to fix the "Guts" they replaced 7 months earlier with replacing $20 plumbing parts? And the contractor nor 2-10 sees the problem here? What about customer service and standing behind what is right and your work? If you installed a faulty pluming apparatus in my toilet is that my fault? I can see if it had been installed a 12 months ago or with even a different problem but 7 months and the same problem with parts that the contractor purchased and I then now have to pay for that? I would like to have my $75 service fee refunded. This is a racket and disgraceful to hard working people who entrust their hard earned money to so called" Warranty companies". It is a rip off! Oh and I had to call twice on July 8th and wait on hold for 1.5 hours to even get someone to answer the phone to request a service fee refund only to be told "No". But if you call the sales line, someone picks up right away. Any assistance that you can provide is greatly appreciated.Business response
07/09/2024
2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by **************.
Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in Ms. ****** letter. We have located the ************ Plan and applicable claim for **************, and we have reviewed the service history.
We appreciate the opportunity to clarify our obligations and present our position on this matter. ************** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
First,we would like to apologize for Ms. ****** experience with hold times. We will research and address that part of the complaint with our leadership team.
************* is correct; she should not have had to pay an additional service fee for the same failure within the warranty period. We have sent this incident to our coaching and development team so the representative may learn from her mistake.We have reimbursed **************, her service fee. It can take ***** business days to receive the check.
We apologize for any frustration or inconvenience that ************** 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 ************** 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 TeamInitial Complaint
07/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I contacted the 2-10 people that we had a broken glasstop on our stove. I told them that I had baked a pie and placed it on the stove top. Later we noticed that the stove had a crack in it.They sent a technician out from ***** to look at the problem.We paid $100 for the service call.They then denied coverage because the said it was impact damage. I asked them repeatedly to show me where it says in my warranty that they do not cover impact damage. And to explain what they do cover. They refuse to respond to my emails or my messages on their portal. I attempted to call and was unable to reach anyone.Business response
07/05/2024
2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by *************.
Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in *************** letter. We have located the ************ Plan and applicable claim for *************, and we have reviewed the service history.
We appreciate the opportunity to clarify our obligations and present our position on this matter. ************* has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
Our records indicate on June 6, 2023, the independent contractor, ****** ****** & Company reported the cooktop glass cracked from an impact. The service agreement only covers failures that occur due to normal wear and tear, nothing more. A crack from impact is not normal wear and tear. Please refer to the Agreement Terms of Service, on page 7 under section: IV. Exclusions;Liability Limits. (a) We have no obligation to provide Service if: (1) a Failure is caused by anything other than normal wear and tear (whether acting alone or together with another cause) including: misuse, abuse. The glass of the cooktop was determined not eligible for coverage.
*********** disputed the denial and sent in a picture of the crack (see attached). The picture shows a clear impact spot that caused a spiderweb crack. The nature of heat related cracks is normally one, maybe two long cracks. Impact cracking is a spiderweb type of crack spreading out from a spot in the middle that shows where something has hit from the top with some force. The claim remained not eligible for coverage.
We apologize for any frustration or inconvenience that ************* 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 ************* 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 TeamInitial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My AC went out and I contacted the provider! They dispatch the company to come look at it that is 2 hours away from where I live! He comes and the power goes out ! He leaves! So I call the company back yesterday to have them redispatched and the person didn't do there job! So now I'm stuck waiting another 24 to 48 hours! And when I asked to speak to a supervisor I was told there wasn't one! Please help me!Business response
07/03/2024
2-10 Home Buyers Warranty is in receipt of the inquiry submitted under case number ******** by **************.
Thank you for bringing this to our attention. We take customer satisfaction very seriously, and sincerely apologize for the circumstances outlined in **************** letter. We have located the ************ Plan and applicable claim for **************, and we have reviewed the service history.
We appreciate the opportunity to clarify our obligations and present our position on this matter. ************** has a limited ************ Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to coverage.
Our records indicate June 27, 2024, ************** submitted an online request for her air conditioner. Unfortunately, we have no HVAC contractors in **************** immediate service area. We prefer to have network contractors readily available in all areas, and we consistently work to increase our contractor network. We do regret that on occasion, 2-10 HBW will have limited or no network contractors to service an area in a particular trade. On June 28, 2024, we gave ************** the option 1) to wait for our dispatch department to locate a network contractor or 2) she can locate a contractor outside of our network. This information is explained in the Agreement, page 6, under section: Who Repairs And Replaces The Covered Items? We have relationships with a network of Contractors across the country (each a Service Contractor). When you report a Failure, we will dispatch a local Service Contractor to complete the work. If no Service Contractor is available in your area, we may ask you to select a local, fully licensed and insured Contractor (Your Contractor) to work with us to complete the Service. ************** said she will wait for dispatch to locate a network contractor.
That afternoon of 6/28/24, our dispatch department located a network contractor that was outside of **************** service area but was able to service the next day, 6/29/24.On June 29, 2024, the contractor reported, upon arrival, the coil was iced up. The technician left the fan on and cut off the outside unit, so the ice would thaw out. He went to get a bite to eat while the coil thawed out. When he came back,the power had gone out for the entire town. With no power, the contractor was not able to do a proper diagnosis. Since the contractor did not know when the power was going to be restored, he left the residence. The contractor went back to the residence and on 7/3/24, the contractor diagnosed the system and was approved to complete the repair.
On occasion, delays occur, as in this instance, the contractor was not able to properly diagnose and make the repair due to the power outage in the area. This unforeseen delay is a condition that is 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, strikes or shortages; telecommunications disruption; transportation stoppages or slowdowns; 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 ************** 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 ************** 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 TeamCustomer response
07/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************
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Customer Complaints Summary
1,093 total complaints in the last 3 years.
252 complaints closed in the last 12 months.