Absolutely disgusted with this co. I've had 2 microwaves that needed to be replaced due to the heating element going. I have a GE above the range microwave and about a year and 10 months ago the heating element blew it took about 6 weeks of me trying to find out what was going on until 2-10 finally told me they would be replacing the microwave then it took another 2 weeks to receive it. Then this huge box sat in my living room for another month because 2-10 told me they weren't going to send somebody out to install it, I paid $150 to have it installed then after many phone calls they finally sent me a check for the $150. You would think I would have learned my lesson and gone elsewhere. Well mid May my microwave went again same problem 2-10 knows it they sent me an email offering $310 or a replacement so stupidly I chose the replacement, it is now Aug 5 I still have no microwave and if you call 2-10 you will spend at least an hour on hold then speak with someone that can't help you, won't send a message over for you to the right dept, nothing. This is the most poorly run company I've ever seen, please Don't sign up and waste your $$ and be nothing but aggravated. So I make my payment every month and I still have no microwave and I have 3 kids who are home everyday- I'm going elsewhere but not without my microwave !!!
To Whom It May Concern:
We are writing to express dissatisfaction with the service & customer service (or lack thereof) that we recently received when we contacted 2-10 Home Buyers on several occasions last week. It began when we noticed a loud cycling sound when we flushed our toilets, as if they were still running. Worrying that it may possibly be a well issue and not wanting to risk being without water, we submitted an online request on July 27, 2020. I (Michael) followed up the next day and was told by one of your customer service reps that there was no contact from a contract plumber yet. The next day, July 29, 2020, I received a call from 2-10 stating that a plumber still could not be found and that I would have to find one myself and have them diagnose the problem. The CSR stated that after the diagnosis, I needed to call 2-10 back to verify if they (2-10) would cover the cost. That same day I was able to find a plumber willing to come on out the 30th. I called 2-10 back on the 30th to let you all know that I found a plumber. At that time, I asked the CSR if the service fee would still be covered since I found the plumber. She put me on hold to ask and when she came back, stated that 2-10 would in fact cover anything over $75.00. I proceeded with my appointment. The plumbers came out mid-day on the 30th. After they diagnosed the problem, I immediately called 2-10 (as I was told to do) to let them know the diagnosis and to see if the warranty would cover it. I was put on hold for an hour and a half to speak with someone in claims. I was on hold for at least half an hour before I had no choice but to allow the plumber to get started as I'd already called him out and would be charged the service fee and knew 2-10 would not cover that twice. The plumber started the repair job, while I was still on hold. While still being placed on hold, I called 2-10 from my landline and explained that it was unacceptable that I have been on hold for this long and was transferred again to the same claims department. Not too long after that, Zane (?) finally answered my original call (from cell phone). I explained to Zane what the diagnosis was (pressure tank, gauge/switch). He then put me on hold for another 15 minutes to check coverage. When he came back to the phone he told me it was not covered. I then told him that the service fee would be more than the $75 dollars and that I was told earlier that day that 2-10 would cover the difference since they were not able to find a contractor. Zane then put me on hold once again for another 15 minutes, came back and said that 2-10 would not reimburse me the difference because the claim wasn't covered. When I tried to tell him what the lady said earlier that day, he was rude and tried to talk over me. I then told him he was being unprofessional and I wanted to speak with a manager. He then put me hold for another ten minutes and said that they were all busy on the phone. He then asked for my contact information which I told him he already had. He told me someone would be calling me back as soon as they got off the phone. Around 3pm (EST), I received a phone call from Terri, a "supervisor" and explained to her everything stated above. All Terri would say was that she was "sorry about my frustration" and she was "sorry that I felt that way". She however would not acknowledge the fact that I was lied to repeatedly and that your company was wrong on many levels.
We are filing this complaint for various reasons. First, why we being put on hold for extended amounts of time, several times a day, when your customer service representatives should already be knowledgeable of your "warranty policies"? Your representative are not on the same page and your brochure/website is just as inconsistent. Secondly, why am we being given different information regarding reimbursement/coverage? Finally, if you all were able to fulfil your end of the deal and find a contractor that you "approved" of, we wouldn't be having this issue. So, basically your company has proven itself incompetent on several levels. We bought the home warranty-(supreme coverage at that) for peace of mind. We have rarely used it over the years and were, key word, were, going to renew it again once it ran out this year. That however, will no longer be the case. We feel that 2-10 needs to hold up its end of the bargain and reimburse us. Your negligence and lack of customer support has been nothing short of frustrating. We were forced to make decisions on the spot and feel we shouldn't have to be penalized for it financially (the time we put into it is an entirely different subject). Our final bill was $915!!! This was an unexpected and in my opinion, an unnecessary expense. If your company is not reputable and/or competent enough to find a plumber-PLUMBER- then why should we feel comfortable shelling out money to you but still having to do the legwork and then pay again??? If these conversations that your CSRs & upper management are engaging in with paying customers are recorded, then perhaps you should revisit them, listen to the discrepancies from your employees, re-train them, and while your righting wrongs, reimburse us.
We are quite dissatisfied with the lack of knowledge and outright deceitfulness your company and its representatives. We hope that this situation will be handled and rectified accordingly. In the meanwhile, we are in the process of contacting our state attorney general and the Better Business Bureau. We look forward to your reply.
Michael & Kara Milton
This is the second time I put this up.
I have had issues with my AC (split system) and opened the work order on April 13, 2020, it is now July 21, 2020 and still my issue has not been resolved. This is the second contractor 2-10 has assigned to my fix/repair, and they are at a loss on working on Trane systems (their own words)! .I only have air conditioning if I go out and reset the breakers on the unit, up to three times a day! I have been assigned an advocate, but at this point she isn't returning any calls and is not responding to my email. I have also talked to the local representative, the man that assigned me an advocate, and he just talks words, but doesn't stand behind the words. I left him two voice messages because my advocate has not contacted me in any way, or responded to my phone messages or emails, On the third time I called the local representative he became rude on the phone telling me I did not have to leave him multiple message (2 were left) and that they are working on my work order and that they have many work orders at this time. Well, not my problem since mine has been open since April 13, 2020!!!
Another thing people should be aware of, once your contract ends, if you renew it, the problem then becomes a brand new issue and any previous work or installed parts, are no longer under warranty when your present contract ends
This company takes your money and then treats you terribly disrespectful. When my contract is up, they are gone!
I have had a HORRIBLE HORRIBLE experience . I am in Arizona and I have not had air for 1 week 110 degrees with a small child. THIS COMPANY STINKS - I am on third contractor . I wait on hold for 1 hour a couple times a day. THEY ARE UNDERSTAFFED AND DO NOT HAVE ENOUGH CONTRACTORS!! RIP OFF
My a/c went out April 21, 2020. The first contractor came April 23rd. The first!
I was told that Purchasing ordered the wrong part. Requested communication via email. Called 2-10 Home Warranty, promised a call back. Still waiting. Contractor came today, July 4th, WRONG SIZE ORDERED FOR MY HVAC!!!!!
This is Sheila Christmas i received your letter today, 4/24/20. I had to change my email address because of being hacked. (hidden)&i do have a new debit card also.
Customer service sucks pond water scum thru a dead ducks ass.
Trully the shittiest of of that so called customer service, and liars @ that.
Horrible customer service, horrible contractors, horrible handling of issues.
They say that things are preexisting to keep from fixing it. The contractor they send don't even know how to fix stuff. Even simple plumbing stuff. And their contractor won't call you they want you to call them . Sad when their own contractors tell you to go with another home warrenty. Mind me of miracle on 34th street when santa send a macy shopper to another store..
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!
had two warranties with them
horrible experience each time.