Additional Complaint Information
Customer Complaint:
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
04/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had a Warranty on my Appliances in a new Home that I Purchased about 5 years ago. After 2 years the Manufacturers Warranty expired and 2-10 Warranty talked me into an extended warranty that cost me $46.54/mo for 36 months. ( By the way, they told me that it also covered my Washer and Dryer, but after I agreed to the Warranty, I found out that the Washer and Dryer was not included.) So I swore that I would never do Business with them again.Upon my extended warranty expiring,they have been leaving me voice mails and e-mails for the past 2 months. Since they were unable to reach me, they took it upon themselves to charge my Credit Card $78.84 which I just noticed on my card on April 20th. I want this charge deleted from my card immediately. I'm sure that I am not the 1st person that they have done this to. I *** try to find an Attorney that *** be interested in looking into Class Action suit if they find out that this is a common Business practice of 2-10.
Business response
04/22/2024
The Office of the President at Home Buyers Resale Warranty Corporation (2-10 HBW) is in receipt of the inquiry submitted under case ******** by **********************. We have located ********************************** Agreement (Agreement) and applicable claim.We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
Our records indicate when ********************** took the extended warranty out on 4/20/24, he signed up for monthly automatic renewal. When the warranty came up for renewal on 4/20/24, the monthly payment was taken from his account. At Mr. ********** request, accounting is cancelling the Agreement and will refund in full for the one payment.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationCustomer response
04/23/2024
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
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Have had the warranty 4 years. Attempted to make claims 2 previous, 1 for ac 1 for stove. Never received any call. Ended up having to call other companies to fix out of pocket. They never even called to check if we still needed it. Just did a claim on 4/13/2024. For ac not working. First company they "dispatched" never heard from. Also company had horrible reviews from multiple customers for shoddy work. Called 210. Tell them we haven't gotten a call and we wanted a better company. they changed the company to another shoddy hvac company with even worse reviews and told us that's all they could do. It 4/19/2024 still no hvac appointment. Not even a single call. What have we been paying for? 4 years we've had this. Haven't been able to use it at all when we needed it. I feel this is breach of warranty. Would like service or complete refund of the last 4 years we've had it.Business response
04/23/2024
The Office of the President at Home Buyers Resale Warranty Corporation (2-10 HBW) is in receipt of the inquiry submitted under case ******** by **********************. We have located ********************************** Agreement (Agreement) and applicable claim.We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
Our dispatch department has located another independent contractor, Close Call Heating & **************************** A voice message was left at Mr. ********** residence with the contractors information. The information was also sent to him. It is between the homeowner and the contractor to schedule.
We respectfully disagree with ********************** concerning the network contractors. Yes, contractors can have low reviews. However, all the independent contractors that are utilized by 2-10 HBW go through ***** standards to provide our customers fast, reliable,professional service. They are all closely monitored by our contractor relations division to make sure they meet our expectations. The repairs are customary and reliable, and 2-10 HBW will guarantee their work for the full term of the Agreement. On occasion, a contractor can be unresponsive, or there may be limited or no contractors readily available in a particular trade in a service area. If a customer is having contactor difficulty, he can escalate his claim through the 2-10 HBW homeowner online portal.
We regret that we will not be able to offer reimbursement of the Agreements as we are not responsible for this expense. If ********************** is still considering cancelling his current Agreement with 2-10 HBW, he may send a written request to ********************** or call ************. The Agreement would be cancelled as stated on page 8 of the Agreement Terms of Service, section: VI. Ending This Agreement. We apologize to ********************** that he did not receive the quality service that he expected as 2-10 HBW is committed to providing superior home warranty protection and customer service. His feedback allows our company to serve our customers better. We will have his concerns reviewed and addressed internally so we may make corrections and continue to improve our service.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationInitial Complaint
04/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I recently filed a claim that Im trying to reach someone from 2-10. I paid for the vendor to install the water heater and now 2-10 wont reimburse meBusiness response
04/18/2024
The Office of the President at Home Buyers Resale Warranty Corporation (2-10 HBW) is in receipt of the inquiry submitted under case ******** by ********************. We have located ********************* ******************** Agreement (Agreement) and applicable claim.We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
Our records indicate on March 14, 2024, ******************** submitted an online request for her water heater. The independent contractor, Hers and His Plumbing was dispatched and reported the water heater is leaking at the bottom. ******************** has our basic coverage. Her Agreement covers the basic labor and the water heater. Her Agreement does not cover modifications, code upgrades, permits, etc. These would be out of pocket costs for ********************. ******************** then inquired about using a contractor out of our network. The representative gave ******************** our cost to install a 40-gallon electric water heater if she decides to take cash in lieu of the replacement. Totaled $372 ($130 basic labor + $372-40g electric water heater - $100 deductible = $372 reimbursement). We were pending ******************** decision. Then ******************** decided to go ahead and use a contractor outside of our network even though her contractors cost was higher. Our offer of $372 cash in lieu of the replacement still stands. We ask her to call into the office if she would like to proceed with the reimbursement.
We apologize for any frustration or inconvenience that ******************** may have experienced during the claims handling process. We value ********************* business, and we look forward to serving her future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationInitial Complaint
04/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I bought 2-10 supreme coverage warranty. I had a service request. two companies told me via email that they received a work order from 2-10. when I'm contacted by phone call to schedule an appointment they all say they don't work with 2-10. the third company received the work order and sent someone to my home. I explained the situation and the person didn't even look at the plumbing issue. just walked around and took some pictures and said he can't do anything. he even got the f****** nerve to ask for his $75 fee.Business response
04/19/2024
The Office of the President at Home Buyers Resale Warranty Corporation (2-10 HBW) is in receipt of the inquiry submitted under case ******** by Mr. ******* Mr. ****** is not listed on the Agreement. However, we have located Ms. ******* Limited ************ Agreement (Agreement) and applicable claim under the same property address.We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
Our records indicate on April 12, 2024, the homeowner submitted an online request for her water heater, stating:Foul smell from unit, Water tastes bad hot water smells like rotten eggs from every faucet. The independent contractor, ************* Florida accepted the dispatch and scheduled for 4/16/24. Before we had the opportunity to get the diagnosis from the contractor, on 4/16/24, ************** (listed on the Agreement)terminated her contract/Agreement with 2-10 HBW, which voided all coverage.
We are sorry ************** experience has led her to this decision to cancel the Agreement as 2-10 HBW is committed to providing superior home warranty protection and customer service. Her feedback allows our company to serve our customers better.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationInitial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have had this home warranty for three years. On 1/30/24, we filed a claim because our heater was not working. As of today, 4/15/24, we still have no heat or air conditioning. We had record low temperatures this winter and even had to have our children sleep somewhere else at times due to the lack of heat. We have been in constant contact with 2-10 Home Warranty but it has been one excuse after another with no action at all. They said they dispatched a contractor but no one ever showed up. The second contractor said he was ordering a part and we never heard back. Then they sent a third who refused to fix the problem. We are now on our fourth (counting the no-show) who also said a part had been ordered, and still waiting. As of today, we have absolutely no idea if or when this will be repaired. 2-10 has been no help at all and does not seem concerned that we spent most of the winter without heat and are now in temperatures that require a/c.Business response
04/19/2024
The Office of the President at Home Buyers Resale Warranty Corporation (2-10 HBW) is in receipt of the inquiry submitted under case ******** by ****************. We have located ****************** ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
Our records indicate on January 30, 2024, **************** submitted an online request for her ******* heating system. The independent contractor, One Call Heating accepted the dispatch. On February 1, the contractor reported online: Heating working at departure and marked the work as complete. Then on March 5, 2024, **************** called in because the tech bypassed his system and was supposed to order parts, but **************** has not been able to get a hold of the contractor. A recall dispatch was sent to the contractor to complete the repair. As of March 14, 2024, the contractor had not responded to the recall dispatch even after leaving voice messages. The contractor was sent to our contractor relations manager to review and address the contractor. The independent contractor, Red Wolf Heating & Air was dispatched and scheduled for 3/19/24. On 3/20/24, the contractor declined the dispatch as they do not work on ******* systems. The independent contractor Heavenly Comfort was dispatched and scheduled for 3/25/24. On March 29, 2024,the contractor reported the heat exchanger is cracked, the control board and thermostat are faulty. The contractor was authorized to supply the thermostat and control board and 2-10 HBW ordered the heat exchanger with an ETA of 4/17/24. On April 17, 2024, the supplier reported that the heat exchanger is ready for pickup at *********** **** It is now between the homeowner and the contractor to schedule repairs.
We do understand how frustrating it is without a properly working heating system and certainly empathize with the discomfort **************** and family felt during the time of the repair. However, there are certain situations that are beyond our control. All the contractors that are utilized by 2-10 HBW are independently owned and operated. We contract with these companies to service eligible claims, but we are each separate operating companies. If a contractor refuses to do a job for whatever reason, this is their decision. It states in the Agreement Terms of Service, on 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; 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 due to the delay in the claims handling process. We hope to have this wrapped up soon. We value ****************** business, and we look forward to serving his future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationInitial Complaint
04/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Im am very disappointed in how everything was handled. My fridge went out 04/02/2024 I filed a claim and had a contractor they send come over and diagnose the fridge. They mentioned the compressor is bad my fridge is 4 years old and was a $3,500 fridge. They mentioned they would send the diagnostic to 2-10 warranty I called 04/03 and 04/04 they said they were waiting for the part that it would come in next Tuesday or Thursday. We are in 04/12 and the part has not came in I have been without a fridge since. I called 2-10 04/09 4/10 4/11 and 4/12 and they said they are still waiting for a diagnosis from contractor. I spoke to contractor 4/11 and they mentioned 2-10 will send the part in about 2-6 weeks. This is unacceptable I have had 2-10 warranty since 2019. Not to mention my plan renewed and it was suppose to be supreme. I paid $745 and the supreme plan is $715 comes to find out they put me on a based coverage and added the supreme coverage on their and that service only covers $400 per appliances Vs the $715.00 covers up to $3000 per appliances this is unacceptable I do really estate and this is the warranty I offer my clients and this is the service I am receiving I wish to get my coverage updated to the correct one and dollar limit to be appropriate. I also wish to get reimbursed for my service fee, stress I was put in and my food that went to waste, I had my food in ice chest because I was under the impression it would be repaired within that week by the time the part came in. I have not been fighting for almost two weeks for $400 this is unacceptable. I would have repaired the fridge myself at this point not even the amount of groceries that went to waste about $220.00 worth of food.Business response
04/17/2024
The Office of the President at Home Buyers Resale Warranty Corporation (2-10 HBW) is in receipt of the inquiry submitted under case ******** by ****************. We have located ****************** ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
Our records indicate on April 3, 2024, **************** submitted an online request for her refrigerator. The independent contractor Appliance Resource and Rescue was dispatched. On April 10, 2024, *************** contacted us explaining the contractor came and advised the refrigerator needs a compressor. She keeps calling the contractor and is told that the parts had not come in. We had not heard from the contractor. The contractor had not submitted a diagnosis or a parts request. We attempted to get a hold of the contractor by phone and email, with no response. On April 12, 2024, **************** contacted us because the contractor told her that he needed to order parts and it could take 2 to 6 weeks for the parts to come in and that he would be submitting the diagnosis this morning. The contractor did not submit the diagnosis. The contractor has been sent to our contractor relations manager to review and address the contractor.
We do understand how frustrating it can be without a properly working refrigerator and we do apologize for any delay that had occurred. However, the delay by the independent contractor is a condition that is beyond our control as we are each separate operating companies. This is specified in the Agreement Terms and Conditions,section B-9: We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties. **************** was given the option to get a contractor outside of our network to evaluate the refrigerator. We are currently waiting for the report.
****************** Agreement has a dollar limit set forth for all kitchen appliances of $400.The "Limitations" section of the Agreement under Kitchen Appliances states "All kitchen appliances - $400 per appliance. Purchase of the Deluxe Appliance Coverage option removes this limitation". The Deluxe Appliance Coverage was not purchased. On April 12, 2024, it was explained to **************** that we do offer different products of Service Agreements and the maximums do vary. We regret we would not be reimbursing $800 as this was not the coverage that **************** had elected.
******************* concerns assist our contractor relations department as to the contractors that do not live up to our expectation. As a gesture of goodwill, we have reimbursed ****************** $75 service fee as an apology for any frustration or inconvenience that she may have experienced. We value ****************** business, and we look forward to serving her future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationInitial Complaint
04/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have been with 2/10 for 16 years recently I had them send all county appliance out and the man who owns the company made a mistake and left the cage off my washer he is incapable of doing the work months later my whole upstairs flooded I fought to get his issuance information my home is still damaged contractor lied to insurance stated he left cage off for precautions so they denied claim mind u the contractor accepted responsibility from 2/10 over time motor left uncovered burned the hose 2/10 sent this man with bad reviews and 1 star to my home I feel abandoned and left with this damage due to the shady contractor sent . I was wronged and left with damages there contractor is reponsible for so the companies being sent out are not the best of the best and also Ive been without heat 3 weeks from another company they sent Im not sure whats going on but this business is no longer the grade A I cant even contact people in charge of the business I get to contractor relations they are also working over a computer its the most horrible experiences Ive had in yearsBusiness response
04/17/2024
The Office of the President at Home Buyers Resale Warranty Corporation (2-10 HBW) is in receipt of the inquiry submitted under case ******** by ****************. We have located Ms. ******* ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
Concerning the washer and the consequential water damage. The independent network contractors are qualified professionals. They are all closely monitored by our contractor relations division to make sure they meet our expectations. The repairs are customary and reliable, and we will guarantee the work for the full term of the Agreement. To be clear, all the network service 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. As a neutral third party, 2-10 HBW is unable to compel another partys actions, including, but not limited to the service contractors. When there are allegations against a contractor for consequential property damage, being a neutral third party, we do not have the authority to make decisions for the contractor. If **************** feels that the independent contractor is negligent and caused consequential water damage, her dispute is with them and their insurance company, not 2-10 HBW. Should **************** desire to pursue the contractor, please be advised there are many avenues to do so,but 2-10 HBW is unable to initiate or ****** a dispute between a homeowner and any independent contractor. We also suggest **************** make a claim with her homeowners insurance to mitigate the damages/expenses. Many home insurance companies will expedite the repair, then do their own investigation on behalf of their insured. If they determine there is liability against the contractor,they will work with the contractors insurance or proceed with repairs and subrogate against the contractor.
Concerning the Heat Pump. We do understand how frustrating it can be without a properly working heat pump. While we empathize with Ms. ******* concern regarding the time it has taken attempting to repair her heat pump. Our ************ Agreement is there to get systems and appliances back to running condition by performing a repair when one is practical. The independent contractors last visit, on April 8, 2024, he reported the high limit switch, blower limit switch and rollout switch failed.The contractor recommended repair. These are all minor parts that can be easily replaced. When a contractor reports only one or two components have failed,then we will proceed with repairs. Multiple visits from a contractor do occur.There are times repairs do not hold, additional repairs are required, etc. The Agreement is not a replacement contract that promises replacement due to these unforeseen delays as these are conditions that are beyond our control. This is specified in the Agreement Terms and Conditions, B-9: We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.
We apologize to **************** that she did not receive the quality service that she expected as 2-10 HBW is committed to providing superior home warranty protection and customer service. Her feedback allows our company to serve our customers better. We will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service. We value Ms. ******* business, and we look forward to serving her future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationCustomer response
04/17/2024
At this time I do not agree with they way 2/10 is responding without somebody from the top contacting me to address this contractor whom literally lied to his insurance so my claim can be denied also not addressing the fact that 2/10 does not send the best contracting companies with great insurance to my home the insurance policies are not wonderful will leave a honest homeowner in shambles and home still damaged I do not need to make a claim through my home owners insurance because this man is responsible and admitted he was responsible leaving cage off my machine causing over time hose to burn from motor being left uncovered customer service is number one and 2/10 has not helped facilitate me to hold him liable and also stop him from working he is still going in peoples homes through 2/10 and contractor relations has helped none at all after 16 years of me paying u would think they would make sure they fix my home but not they use big words and contracts to make it seem like they are correct its wrong as long as people have insurance they get to get hired for 2/10 and 2/10 does not check them out and for the heating and air people they came out yesterday 2/17 after being beyond unprofessional I was will out heat almost a month got sick these people also stated Im paying for 3 coverages through 2/10 and they cant bring system to 100 because I dont have the coverage smh so my system is still not 100 company they sent very unprofessional and they made appts had me waiting two different times until third time somebody finally showed up then they said they would fix both thermostats for me as a Curtosy Contracter get there he said he can only do one so I paid 125 . I paid and laughed Ive invested so much into 2/10 that its a shame my home isnt at 100 and they send people whom are terrible to my home Im not a happy customer and I never complain until now I never want anyone else to have to go through this especially elderly people or people who may not have the money to stay 16 years theres no protection for homeowner and no customer service and no accountability on anyone part I stated contract lied to his insurance and boom Im stuck with damages 2/10 has that proof of what contractor said but they are paying him and protecting himInitial Complaint
04/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Very poor customer service. Hot water heater broke and they assigned us a local company who has been great.new hot water heater was ordered and then was not delivered to the correct location. A valve that was necessary was not delivered at all. Then the hot water heater was supposed to be delivered to the plumber the following day and did not occur. Two days later plumber still did not receive hot water heater or valve from 2-10. Now 2-10 days the unit will be delivered to plumber tomorrow but I have lost faith after several missed deadlines. I will now pay for the plumber to install a water heater and valve for $1300 but 2-10 says they will only reimburse for $950. We have not had hot water for almost 2 weeks and I initially contacted 2-10 the day the old heater started leaking. Poor customer service and they have just told me hot water heaters take awhile. They used to let the plumbers supply the heaters but now they ship them out and it seems to be causing significant delays. I will not renew.Business response
04/12/2024
The Office of the President at Home Buyers Resale Warranty Corporation (2-10 HBW) is in receipt of the inquiry submitted under case ******** by *********************. We have located **** ************************* Agreement (Agreement) and applicable claim.We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
We apologize to ************** that she did not receive the quality service that she expected as 2-10 HBW is committed to providing superior home warranty protection and customer service. Our records indicate on 3/31/24, ************** submitted an online request for her water heater. Independent service contractor ****************** was at the home 4/1/24 to inspect the water heater and submitted their diagnosis 4/2/24. 2-10 authorized her claim for a replacement of the water heater on 4/2/24. After a day researching the equipment needed, we placed an order for the water heater and mixing valve on 4/4/24.
Regrettably, ****************** did not make us aware until 4/8/24, they were unable to pick up the order and needed it shipped to them. This caused some delay. On 4/8/24, 2-10 changed the order to ship directly to the vendor. On 4/10/24 ************** called for an update,and we let her know the water heater and mixing valve were expected to be delivered to ****************** the next day on 4/11/24.
While we do try to minimize situations in which a customers claim is delayed, there are instances where things arent as seamless as wed like. In the agreement it states, 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 recognize the urgency of being without a water heater and on 4/10/24 offered ************** the option of taking cash in lieu of service in the amount of $935.43. Pursuant to the agreement, section TERMS OF SERVICE I. Payments. (a) We may, at our sole discretion, offer money to resolve a claim (Payment), for example, when: :(1) the cost to address a Failure exceeds an applicable Dollar Limit; (2)repairing or replacing a Covered Item would violate laws, regulations or code;(3) a necessary part, item, material or chemical (Component) or Contractor is not reasonably available; or (4) you prefer Payment. (b) Payment will be the lesser of: (1) the lowest quoted amount to remedy the Failure received from a local Contractor; (2) the amount we would have paid a Service Contractor to remedy the Failure; or (3) the applicable Dollar Limit less the Service Fee and costs incurred to diagnose the Failure.
On 4/10/24 ************** accepted the cash in lieu offer of $935.43 and we processed her payment.
We truly apologize for any frustration or inconvenience that ************** may have experienced during the claims handling process and will strive to ensure she has a more positive claim experience next time. We value Ms. ****** business, and we look forward to serving her future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationCustomer response
04/12/2024
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
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I initially had this home warranty through my realtor to cover the appliances that came with the house. Then, at the time of renewal, I already bought new kitchen appliances that are covered by manufacturer warranty, so I didnt want to renew the warranty. However, I got contacted by a 2-10 salesperson and he told me I can still get coverage for the old appliances, that I moved to the basement. He told me he will add a note in the system to make the fridge, oven, washer and dryer in the basement as the primary appliances and the appliances upstairs will not be covered. This was the only reason I renewed this warranty.On Thursday 4/4/2024, I submitted a service request because the water dispenser of the fridge stopped working. The technician came on Friday and determined the fridge is not cooling and compressor needs replacing. He also recommended replacing the entire fridge as it will be cheaper from repairs costs. The technician submitted their findings to the 2-10 warranty on Saturday. I called the 2-10 warranty on Monday to inquire about the status. They told me they need to take another authorization from the technician. They did that while I am on the phone. I also made sure to tell them about the note in the system about which appliances are covered and yes this fridge is not in the main floor kitchen but its covered based on the discussion at the time of renewal. Later this night, I got a voicemail that the claim was denied because the fridge is in the basement! Now why I paid for this warranty for 2 additional years while all this time it was not covering my appliances that I bought it for!I would like 2-10 to comply with the agreement and fix or replace the fridge. Otherwise, I would like them to refund the appliances portion of the warranty for the 2 years that I paid monthly assuming that my original appliances are covered per the conversation with salesperson.Business response
04/10/2024
The Office of the President at Home Buyers Resale Warranty Corporation (2-10 HBW) is in receipt of the inquiry submitted under case ******** by ***********************. We have located Mr. ****** ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
Our service agreement excludes appliances that are not within the ***************. Please refer to the terms and conditions, in the agreement it states, Excluded Appliances not located in the ***************; . We recognize that ************** was told that we would still provide coverage for the appliances he moved to his basement,unfortunately that is incorrect. When appliances are removed from the ***************,they are no longer eligible for coverage.
We understand that ************** renewed his service agreement based on this information. Wed hate to lose ************* because of this as the service agreement covers more than kitchen appliances and can provide value for other systems in his home. Normally we would provide a pro-rated refund less any claims paid. However, because ************** renewed his agreement with the understanding his basement appliances would be covered, we will honor his refrigerator request and refund the full purchase price of the warranty which is $689.59 and cancel the pending policy that has not been paid for yet.
We apologize for any miscommunication and frustration ************** may have experienced. We will have his concerns reviewed and addressed internally so we may make corrections and continue to improve our service.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationCustomer response
04/10/2024
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
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I settled on a home on March 29th 2024 and as part of the settlement agreement the sellers purchased a homebuyers warranty for me, they selected the Supreme coverage option which was the most full coverage the 2-10 home warranty company offered. On April 1st 2024, I contacted 2-10 home warranty company due to the smell of gas coming from my water heater. The assigned plumber came out and inspected my water heater and found a gas leak coming from one of the pipes at the bottom of the water heater. He told me he could not repair it and that he recommended replacing it. On April 4th I spoke to a customer service representative at 2-10 who told me that 2-10 had ordered a water heater for me already in April 2nd and it was expected to be delivered to the plumbers within 5 business days and I should have the new heater installed the week of the 8th. April 8th at 8:30 am a representative from 2-10 called me and left a message saying they will not cover the claim. After multiple calls to 2-10 I was given two different reasons why they would not cover the water heater, one person said because they claimed it was not working before the warranty started (which is not true) and the other saying because the unit was rusted. This company told us contradicting things multiple times throughout this experience and is not reliable or trustworthy. Also I would like to note that the water heater was in fact providing hot water, but it was filling our home with gas fumes while doing so.Business response
04/11/2024
The Office of the President at Home Buyers Resale Warranty Corporation (2-10 HBW) is in receipt of the inquiry submitted under case ******** by *************************. We have located ********************** ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
Our records show Ms. ***** ******* agreement took effect on 3/29/24 and she submitted an online request for ******* on her water heater 4/1/24, 4 days into the agreement. We received a diagnosis from an independent ******* contractor advising us the unit has a gas leak and needs to be replaced. In the agreement it states, We refer to residential systems and appliances as Items. To be a Covered Item eligible for Service, the Item must be within the main foundation of the Home and attached garage (the Serviceable Area), specifically listed as covered in your coverage, and in good and safe working condition as of the Effective Date (unless a defect could not have been detected by a visual inspection or simple mechanical test).
Given the proximity in which the claim was placed, and the agreement took effect, we were concerned the water heater was leaking gas prior to the start of the agreement and requested that ************ provide a home inspection. The home inspection noted that there was a major defect with the water heater and advised that the unit should be evaluated by a qualified contractor and all needed repairs be made. ************ provided further documentation showing a licensed ******* contractor made the necessary repairs to the water heater prior to the start of the agreement.
The documentation that ************ provided shows due diligence to ensure that the water heater was in good and safe working order before the start of the agreement, therefore we have extended coverage and offered a reimbursement in the amount of $1061.00, which ************ has accepted.
We apologize for any frustration or inconvenience that ************ may have experienced during the claims handling process. We value her business, and we look forward to serving her future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationCustomer response
04/17/2024
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
1,195 total complaints in the last 3 years.
237 complaints closed in the last 12 months.