Home Buyers Warranty HBW 2-10 Terrible Service

This is the second time I have had to deal with a claim with Home Buyers Warranty, also known as HWB, 2-10, two dash ten, two ten and 2 10. Web site: http://www.2-10.com. The claim system is setup for local repair companies to make money with initial trade fees. Our trade fee is $50 for each claim. The claim system does not appear to encourage quick and prompt repairs.

The first time I filed a claim with them, it was for a pipe that froze in the house. They had a repair man come to the home within the next morning. He had asked me what caused the pipe to freeze. Well even though the house design is flawed which, in my opinion, allowed the pipe to freeze, the actual freezing of the pipe was caused by an act of nature which is not covered by the warranty. I recall he told me then and there the Warranty will most not approve this repair. Through the ordeal I had to pay the trade fee of $50. Great, I was out $50 and had to fix the problem myself. Even though the warranty implies it covers problems that may occur with the plumbing in your home, if there is a way out of the claim, this company will take it. As far as I am concerned, the pipe would not have froze if the house was designed right. The weather only exposed the problem. Lawyers win the day though, as their terms are written so they can claim otherwise.

The more recent claim (#2305438) is for the air conditioning unit. When I filed my claim Monday night they had a repair man out to the home (company info: Energy Group Heating and Cooling) the following Tuesday morning. I also paid them the trade fee of $50 for the visit. The repair man swapped out some parts (a capacitor and some sort of booster for the capacitor) and at first the air conditioner started to work. The repair man was knowledgeable and friendly.

The next day (Wednesday) the air conditioner failed again. I called the Home Buyers Warranty that day. The following morning the repair company called and let me know that they are waiting for Home Buyers Warranty to authorize/approve the replacement of the AC compressor.

The following morning (Today / Friday) I decided to find out the status of my claim and called HWB‘s 1-800-775-4736 number. This is where I started getting the run around. I called and spoke with a claim rep, he then said there is no record of any further approvals for repairs for my claim. He then transferred me to a department that handles claim approvals/authorizations. A woman answered with some odd accent or echo, then bam she hung up on me. The hanging up while waiting for someone within the approvals department repeated a few times till finally I started calling other departments at HWB. The last woman I spoke with worked in the service provider department. I insisted on leaving my information with her rather than calling and getting hung up on. At this point, I am still waiting for a call back from them on what the deal is. Calls were placed between 11:00AM to 2:00PM. Nearly 90 minutes according to my Verizon wireless phone.

Hopefully a supervisor will call me soon and prove me wrong and that all the crap they put me through today was some other sort of problem. I will keep everyone posted.

In the mean time, I spent $100 and got a wall AC unit for the computer room, which is less than adequate.

Post updated on August 6, 2007

Later on that Friday, at 3:47pm I was contacted by Art (Arther) in the customer service department. He told me he would contact the assigned contractor and get the repairs straightened out that afternoon. I waited all weekend for some sort of status on the repair for the AC. Today, at 9:17am, I called the contractor to find out the status of the repair. The secretary told me that the repair man was currently on the other line with the warranty company finding out what repairs they will authorize. I told the woman on the phone that I eagerly awaited an update from her on the status of the repair. I have not received a return call.

In the mean time, I’ve contacted the Ohio Attorney General to see what I should do next. Hopefully someone will tell me what will happen with my claim (#2305438). A timely answer at this point would be greatly appreciated.

Post updated on August 8, 2007

I’ve talked to our buyers agent and he has been extremely helpful with this matter. If you are shopping for a home, I highly recommend you find the best buyers agent in the area, they truly work for you and you only.

Yesterday I talked to the owner of the local contractor. He was sympathetic to the situation and said he would personally contact the warranty company to get the parts approved. He promised to call me back the following day.

Today at about 2pm I decided to called the contractor rather than wait for his call. I spoke with the secretary. She instructed me that either I could wait for the warranty company to call me to authorize the repair or I could call them. I asked the secretary to put together any documentation of what they have sent to the warranty company in case I get the run around.  I then called the warranty company. It took a while but I eventually go tto the right department and was able to authorize the repair. I agreed to pay $280 for the disposal of the compressor and the freon.  I wanted to get a timeline for the repair and the person I spoke with to authorize the repair was unable to give me an estimate. She transferred me to a customer care department. I remained on hold for 20+ minutes. I then spoke with someone who was striaght up with me and told me the contractor shoud receive the part within 5 days. I presume this is 5 business days. I then called the local contractor and let them know they should be receiving the part within the next 5 days.

Through all of the correspondence today, I was given the advice to call the warranty company on a daily basis to check the status of the ordered part. I am taking that advice and plan on calling them at least once a day to find out if the part was shipped.

The Ohio Attorney General’s office called me today as well. They are sending me forms to fill out and file with them. If the warranty company follows through with the repair, I will not file a complaint to the Attorney Generals Office. From my stand point, they are pushing the envelope as far as they can but unless they screw up completely I have to give them the benefit of the doubt.

90 Responses to “Home Buyers Warranty HBW 2-10 Terrible Service”

  1. Linda Says:

    I came across your posting. I am currently having the SAME issues since Aug 2. What is the status of your AC being fixed to date?

  2. Susan Says:


  3. Anonymous Says:

    So…i used to work for 2-10. The place doesn’t care about people or their issues and it’s not the employees that don’t care, it’s the company. The contract is to the nail and EVERYTHING has to abide by it, employees are not allowed to go against it. I quit because i felt bad for people who had to put up with their crap. I wouldn’t recommend it to anyone.

  4. Tim Brewer Says:

    This must be standard procedure. We had an AC unit stop working in one of our childrens home. In AZ it is a life threatening situation as the heat has been ranging between 110 and 115.

    1st call – warranty was denied as the technician diagnosed the problem to be the unit was overcharged. We requested a second opnion and this time it was a capacitor that was bad and the claim was approved.

    Next visit the capcitor was replaced and the unit did not work. It need a new compressor.

    Compressor was ordered and replace 2 days later unit did not work. The technician returned and stated HMS 2-10 sent a faulty capacitor which blew the compressor again.

    A new capacitor was placed on the unit and again it did not work. 2 days later the compressor was now faulty and we are waiting.

    There has been a total of 6 visits to the home, initial diagnosis, 3 cpacitors, 2 compressors and still no AC. The contractor states 2-10 is sending bad parts, 2-10 is stating it is the contractor in the end we have no AC for 12 days now.

    I guess I know what a ping pong ball feels like now.

    If there is anyone that cares at 2-10 I can be reached at breweraz@cox.net

    Very frustrated
    Tim Brewer

  5. Angelo Says:

    My situation has been resolved with 2-10. I will agree with everyone that they are difficult to work with. I do have some advice.

    Contact Everyone
    Contact everyone who is or could be involved in your situation. I contacted my Realtor, the local contractor and 2-10 on a daily basis until they approved/authorized the repair. Don’t be afraid to contact your Realtor, they made 3-6% of the value of your home. They can work another 10-20 minutes for you. If you have a Realtor like our Buyers Agent, they will want you to contact them when this stuff happens. I don’t know for sure, but I don’t think 2-10 is going to be recommended by him in the near future.

    After about 1 hour of being on hold and getting hung up on, I would get very angry. The best thing I did was stop and walk away from the phone for 20-30 minutes. I found calling 2-10 at different times of the day was quite affective. After the first week of what I called ‘The Siege’, I contacted the Ohio Attorney Generals office and had them send me information so I could file a complaint. For some reason the psychological idea of getting someone with big guns to help you with your problem really gave me a boost and helped me keep making the calls a little longer.

    Don’t Mess Around
    When I would call 2-10, I found the calls went directly to someone who was like their first level of defense. They don’t seem to know anything past entering a claim. Best thing to do when the first person answerer the call is ask to be transferred to the authorizations/approvals department. Don’t even let them try to help you, insist on being transferred. You can expect at least a 10 minute wait for the first person to answer, and another 10-20 minutes until someone in the authorizations department answers.

    Gather Information
    Get all of the information about your appliance that you can before making your calls. During one of the calls, I found out that 2-10 claimed they did not have enough information about the AC unit and they were waiting for the local contractor to call with the information. I gave them all the information they needed right then and their so there would be no more delays. This is not hard to do, I used my camera phone and took a few pictures of the label on the AC unit and had those open on my computer when ever I would call 2-10.

    When you are on the phone with 2-10, gather as much information with every call in a notebook, record the time and be as detailed as possible. In the event you can’t take it anymore and contact your state Attorney General, you will have a wonderful diary of the entire process that will make any Attorney’s eyes glow with excitement.

    2-10 did resolve my claim. Lucky, they resolved the problem just before I was about to break down and file a complaint. Keep at it and don’t give up. If you have $100, buy a wall unit and migrate everyone into one room. This is why I called the whole ordeal ‘The Siege’, as we pretty much lived in one bedroom for 2 weeks.

  6. Amanda Says:

    I have 2-10 and had a difficult time too…

    I live in suburbs 40 minutes south of Atlanta. My AC unit was dripping everywhere in the attic and starting to ruin the drywall above the garage (luckily). The first service co they called couldn’t get out quickly because they are close to the city of ATL. So he said he would call me the next day. After i tried calling him w/ just a vm option i waited a couple days to see if they would contact me until finally calling back the claims dep. and they had canceled their work order without letting me know. So I told them that i needed someone more local to come cuz noones going to drive through atl traffic to come to the boondocks. They set-up another service co. and said they would be contacting me within a few days. They did not. Me being the patient person I WAS! I waited for the call. All the while the sales department at 2-10 is calling me wanting me to re-new. So I explained to him that why would i when my first and only claim that i have made with 2 years of having the service is being a headache? He offered for me to pay to continue for one month and he would waive the trade fee on my claim.
    I had to go out of town with family issues on 8-30 and didn’t return until 9-4. The people were supposed to contact me via cell phone so I could get someone to comeover the house. They never did. On 9-6 the problem with the unit was so bad that it quit working.
    We were out of A/C in GA hot temps. I called that night and they said they would have someone call me. They did not. So I started making phone calls first thing Friday. The people that 2-10 tried to set-up couldn’t get out until Monday pm and once again were in the city.
    So I called a local “out of network” company who came out on Friday. I called 2-10 to get a auth# after he had checked it out and the bill was $350 where 2-10 would only pay $90 of. And they wanted me to give him the check for the trade fee!!
    After explaining the situation til i was blue in the face I was able to get the trade fee waived like the salesmen had said it would be and more covered. I am still out some unexpected funds though.
    I did not have a good experience dealing with a claim from 2-10. My A/C is working thanks to the wonderful local company i chose but to no help from 2-10. I am now wondering whats the point?? All other appliances in my home are either Newer or so old that I will replace (ie dishwasher and stuff). Why should I pay $550 a year to a company and trade fees when i have a claim then whatever costs that they don’t cover?!? In the two years that I have had them I could have put that ~~$1300 towards a new system if needed it???
    Any advise???

  7. Molly Says:

    Had policy for 3 years, ac went out, their service company came 30 miles to repair, said condenser was stopped up, not covered by warranty. Had to pay service fee of $65 and additional $280 to have condenser cleaned by their service guy or it would no longer be covered by warranty. My AC service said unit needs to be replaced, it has been in the home since 1966. Contacted by renewal in May of this year, wasn’t going to renew but my oven, refrig & dryer was in need of repair. Filed claim in May of 2007, it is now last of September, on phone with their service people from Atlanta and 2-10 at least once per week. Still waiting for parts. Replaced refrig which I could have paid for with payment to 2-10. Contacted insurance commissioner today, sending forms to file a complaint. GA law is they have to do repairs within 60 days after fileing proof of loss.

  8. Oqrc Says:

    I also had a problem with 2-10 HBW. In my case it was a newly built home and the builder included an HBW policy. The policy came after closing. Had I seen what it was about before buying I would not have thought it was much of a “warranty!” There were pages and pages of exclusions and exceptions, some whihc were contrary to each other. On a new house you would expect either the builder or warranty co to have to correct defects, especially code violations. What we learned was that code violations were excluded from warranty coverage by HBW. The city didn’t enforce codes on builders they told me.

    After years of fighting we finally settled but we almost didn’t thanks to the mandatory arbitration clauses that are in most warranty policies. Even though we didn’t sign the contract to buy this policy–our builder did–it was enforceable on us. The only way we got out of arbitration was a little known federal regulation that said we could sue because we had a government insured mortgage. (24 CFR 203.204(g)) The very fact I remember the regulation should tell you how many times I had to quote it to get out of arbitration with HBW! They knew it was in effect but were not going to honor it. It took years but we finally settled with the builder, HBW, and insurance co. We have expensive defects so giving in was not an option. Had our complaint “only” been over a few thousand dollars I doubt I could’ve justified making this battle my full time job for years. Had all the parites responsible for the house done what they promised they do in the first place, we’d have resolved it within a few months.

    Bottom line, avoid arbitration; it’s usually rigged in the warranty company’s or builder’s favor. Thankfully we found out about that in time. Many do not. And get a new house inspected by someone really qualified like a structural engineer. A regular home inspector may not know enough. New houses, even those with a “warranty,” can have serious defects that a non professional would not be able to recognize. Don’t count on codes, warranties, laws, or any of that. Make sure it’s right before you close and don’t expect anything to be done without a big fight, after closing.

  9. Amanda Says:

    I am dealing with 2-10 right now, and they are HORRIBLE. They dispatched a contractor who cashed the service check and never called or repaired anything! AND 2-10 PAID them after I called them multiple times to tell them that the contractor was not returning my calls or completing the work. When I finally reached an actual person at 2-10 (Rachelle) she told me it was my responsibility to find another contractor and get an estimate and then submit it to 2-10 to prove the first contractor could have done the work (they told 2-10 the part was on back order, yet they submitted to 2-10 that the work was completed and were paid!).

    I can’t find a single direct line to anyone – including management! I HATE this company

  10. Dan Says:

    I have been having a similar problem with this 2-10.com company as most of the problems that you guys are suffering from.

    They have been giving me the runaround to fix my AC unit in my apartment. But here is what I did, I filed a complain against the 2-10.com company with the Better Business Bureau.

    It is the only way you can get your voice heard against this company and their misleading promises and false advertisement.

    It is so easy to open a case with the Better Business Bureau(BBB), you all just need to go to

    and look for the 2-10 company in the BBB data base. Don’t let them get away with it, and file a complain.

    Good Luck everyone

  11. LuCressia Hosch Says:

    I bought a new home with a home buyers warranty through 2-10. We really thought it sounded good. Realize when you purchase a new home with this warranty you give up your civil rights through the courts. This means you must go through arbitration and use the company 2-10 requires which is CAS (Constration Arbitration Service) which has been a joke in our case. It has taken 4 years to get to arbitration…yes, 4 years. CAS arbitrator Scott Mers has shown up for arbitration completely unprepared with the paperwork which cost us $2000.00 due to our witness having to be paid. We had to get new reports which cost $3000.00. When we finally had arbitration it took 3 months to get results and there own guidelines state that verdict must be rendered in 30 days. Let alone the fact that CAS allowed the builder to bring person’s not on witness list to testify or have input in the process. We have $130,000. damage to our home that includes our home washing away on a hillside, the driveway is dangerous to say the least, the plumbing leaks and backs up, the electrical does not work right, the upstairs telephone lines don’t work and never have (on a brand new home). Please be aware and check out 2-10 Home Buyer’s Warranty thoroughly before you purchase it for yourself or through a new home deal. My experience is….it is a money making scam, let alone the builder issues with Michael Hendrickson Construction in Birmingham, Alabama.

  12. LuCressia Hosch Says:

    I am sorry for the error CAS stands for construction arbitration services.

  13. Leah Says:

    I am under contract with a house that has a 2-10 warranty. Is this a bad thing or if I keep all paperwork records and follow the steps is it ok. I was trying to find as much information as possible about this warranty then I found this site. Should I be really worried?

  14. Angelo Says:

    I’m not going to make any endorsement for or against 2-10 or any warranty company for that matter. I don’t want to receive a cease and desist letter and have to file with the Electronic Frontier Foundation to protect my rights as a blogger.

    I will say, you can’t get something for nothing and if you think paying $400 will protect you completely then your up for a surprise. It doesn’t matter who the warranty company is though, the warranty is not the same as Insurance. If you really want to protect your home, talk to your Insurance agent and plan on your warranty as just that, not necessarily a guarantee but something to fall back on rather than nothing at all.

  15. Cool Masters HVAC Says:

    I am the owner of a very reputable hvac company in the metro Atlanta are. We have been working with 2-10 for almost 3 years. I will tell you the company really does care about it’s customers and will do everything they are supposed to do. There seems to be a misconception about what a warranty company is. This is not “insurance”. The warranty will not cover failure due to any sort of neglect. The warranty has no problems repairing or replacing systems which have failed under normal wear and tear circumstances. Upon our findings, most service calls from the warranty company are due to lack of maintenance (IE failure to replace filters, failure to have preventative maintenance performed per mfr specifications, etc). This warranty company is far above most out there in customer service. They usually dispatch calls in a timely manner. There are times which our area experience extreme temperatures and we completely understand how uncomfortable it is in your home, we are in homes without a/c constantly! Our goal as the contractor is to provide you with service as soon as possible.

    Going back to 2-10 HBW – they have thousands of very satisfied customers. Be assured this is a reputable company.

  16. Celia Says:

    I am a real estate broker in Iowa and I was introduced to 2-10 by a client that moved here from Tennessee that had great service from 2-10. He insisted on using this company for his warranty on his purchase here. He had excellent service and ever since then I have been using it. The send me a post card when ever one of my clients has a claim and tell me how they addressed it. I’ve never had anyone with a bad experience in the 4 years I have been using the. I do not take the “kick back” that warranty companies offer the agents to use them. I pass that savings on to whoever paid for the warranty.

  17. Ida Culbreath Says:

    I’m a Realtor in Columbus, OH. I’ve never worked with 2-10 Home Warranty Company. I had a meeting with a rep from the company about a year ago. I tried calling her for some additional follow up, marketing materials, etc., and I got no answer after 2 to 3 voicemails. I didn’t think the company was crap, I thought the rep was! I hope everyone who has issues with 2-10 gets the issues resolved! BEST of LUCK to you all.

  18. Brian in Louisville Says:

    2-10 HBW is the most dishonest corporation that I’ve ever had the displeasure of dealing with… from denying my claim multiple times, each time for a different reason, to waiting 20-30 minutes to talk to someone only to be transferred and then hung up upon. (This happened multiple times.)

    My furnace gave out in the winter and 2-10 ignored several claims I submitted online. It literally took me weeks to get someone out to the house. I had a 16 month old child and pregnant wife at the time. 2-10 HBW has no shame.

    I have never sued anyone but I am taking 2-10 HBW to small claims court because they have done everything in their power to not pay my claim. The worst company, ever!

  19. sara Says:

    As we have already wasted enough time dealing with this company, I will keep my comments short and to the point.
    We found the following:
    Contractors sent to your home are not neccessarily going to be any good (some were great, some were dishonest and lazy)
    Customer service at 2-10 is a JOKE
    General politeness and professionalism are not required for staff (including management)
    If you choose this company, be prepared to spend numerous hours on the phone trying to resolve issues that should not have originally occured

  20. Michelle Says:

    Wow you all are talking about your air conditioners, which is bad enough but, our problems go MUCH deeper. I have an air conditioner that is not big enough to cool/heat my house so my kids rooms are 5-7 degree difference then the rest of the house. I have mounds in my floors the contractor calls then “dips” I have dry wall that isn’t even nailed into studs, no door in my house shuts right, they all have huge gaps. I have had windows break out, plumbing that backs up in the bath tubs, walls that are sinking in and ceiling that are sucked in. I have two bathrooms both of them with water damage due to the showers being put in wrong. My house is not even two years old BUT, the 2-10 HBW has tolerance and everything described above “meet tolerance”, which in turn means we are stuck with this terrible house. I have requested the paper work for arbitration, sent the certified letter, got it back this week because it was “undeliverable” I have sent several letters to them, seems strange that now when I am filing arbitration I cannot get the paper work. We are running out of time to file arbitration, the customer service rep we are dealing with, is never in the office, how convenient! We will be contacting the Georgia Attorney General this week.
    I have been repeatedly told the 2-10 warranty benefits the home buyer, don’t listen to that crap, the only person that warranty benefits is the builder NEVER the buyer. Terrible and never again will we buy a house with a warranty!

  21. anne Says:

    Yes I quite agree< I’ve just cancelled my policy with them after they hung the phone up on me twice and then you get people that can’t take down a simple address.

  22. Connie Says:

    Does anyone have a POC for HBW? I found that the original owners for my home have this co mpany for structural damage. I am trying to find out if they will cover storm damage…..any ideas? thanks

  23. dbi Says:

    We’ve had 2-10 for 12 years. They are very difficult. The quality of their service providers ranges very widely, especially in Georgia. It has helped to have a service provider with whom we already have a relationship to recommend to them. Even then, prepare to argue with facts, keep at it and don’t give up.

    Eventually, they get it done but you may want to decide if it is worth it. Our current air conditioning problem is now one month old and they are still delaying and trying to use poor quality parts and labor. We are currently deciding if we will renew with them or not.

    Does anyone know the name of the company president and/or officers? The service people who answer the telephone are not responsible for upper management decisions, including delay tactics and poor parts/labor. Upper management needs to hear that there are dissatisfied customers out here, especially in Georgia. Thanks for any help on this. dbi

  24. Aleksandra Says:

    Seller got us 2-10 warranty for one year when we bought a house last year. I’ve had one of the worst experiences with them when our water heater started leaking. The contractor they sent said that the heater needs to be replaced. 2-10 would only pay for the unit itself; they refused to pay any charges related to the installation to meet California requirements (we had everything in place on the old unit, some of the things were just installed e.g. safety straps). Customer service representatives were rude and unprofessional. Every new person I spoke with came up with a different reason why the policy doesn’t cover those expenses. We ended up getting a check from them for whatever amount they offerred and we paid 3 times more out of pocket. I tried to complain to BBB, but had no luck proving my rights.

    Funny enough, they sent us a renewal noticed and called several times to ask why we’re not renewing our policy with them. Simple explaination that we were not satisfied just didn’t work.

  25. Amy Says:

    I have filed two claims and the process has been nothing but painful. I too have experienced the run around when trying to check on the status of a claim, as well as getting hung up on when trying to find out about the authorization. I will not renew my warranty with this company. The customer service is terrible and the agents don’t have a clue as to what is going on.

  26. LuCressia Hosch Says:

    Cool Master, you are out of your mind. I am sorry but your view is slanted because you get business from 2-10…of course you would say they are great and care about people…mainly you and your company. I have a $200,000 home with $130,000 of needed repair. It took 4 years to get 2-10 to the arbitration table or should I say the builder they backed then we were awarded $1600.00 by the arbitrator. In our warranty it stated we must use CAS arbitration…you don’t think that is a conflict of interest? 2-10 required that we use CAS no choice but because CAS is paid by builder and homeowner then 2-10 has clean hand….RIGHT. Cool Master…stick to what you know vacuums and stop blowing hot air. You have not had to deal with these people as consumer.

  27. its_ps Says:

    2-10 HBW is a terrible home warranty company. It has been two months they have not fixed my a/c compressor. They lie and they use all kind of delaying techniques. They put you in a situation where you can’t go ahead and fix it yourself Nor you’ll know when it’ll be fixed by them. I want to know whether anyone has filed a law suit against them. Is there any other way I can file a consumer complaint against them? They should be accountable for their bad service.

  28. Steven Says:

    Wow! My first claim is for a GE microwave and already 2-10 had us call Metro Appliance. The scheduler was rude and the repairman was rude. They sounded so much alike (same New York? accent) that I asked if they were brothers. He wouldn’t confirm it but did not deny it. He told me it was the magnatron and that I should call GE since the part was still under GE’s five year warranty. I asked if I had to start over with them and he said yes, but he still wanted his $50. I denied paying him since the repair was not done. He then called his “boss” (I swear it was a brother) and complained that I wouldn’t pay. He handed his cell phone to me to talk to his “boss.” Identical rude and demeaning attitude trying to make me feel like a fool for not understanding the “way it works.” The repairman ended up leaving the microwave panel on my counter, packed up his stuff and left. He threatened that now I would billed double and fake-laughed heartily as he walked away.
    Wow! Childish and unprofessional. But now I have to deal with GE directly and hope they don’t call Metro Appliance to do the repair. 2-10 then gave my wife the run-around and made a simple problem into a complicated mess.

  29. Padraig Says:

    Also have a 2-10 warranty and my AC compressor failed on Early Monday morning, its now late Wednesday and still getting the run around with 2-10. ( am in Metro Atlanta and temps are in the high 90’s) Their system is set so that you have to work your way through a maze of customer service reps etc. Have had enough and just filled out a formal complaint with the Georgia Attorney Generals office of Consumer Affairs (http://www.georgia.gov/vgn/images/portal/cit_1210/35/26/117138786Complaintform.pdf) I urge all of those in Georgia to fill out this form and lets get these guys to comply with what is fair and customary.

  30. Eric Says:

    I am having A/C issues now on July 2008.

    They sent a rep out and he faslified the report and they dia-avowed my claim.
    I just filed a compalint with the BBB in colorado, where 2-10’s headquarters are and I am filing a complaint with the BBB here in California about “Active appliance”. Having been employed with a fortune 500 homebuilder, we had untold amount of complaints by this subcontractor in the repair and customer serive of our Whilpool appliances.

    I have contacted an attorney to file a lawsuit against them.

  31. uname2000 Says:

    I wish that I read your blog earlier about your problem. It is happen to me exactly the way they do to you. First, they said they had not get response from the contractor. I called the contractor it said it faxed all the paper works already. I called again and the same thing the woman with lower voice pick-up the phone and acting like she cannot hear you on the other line. Well I will launch an E-Mail carpet bomb to all the people on their corporation within 2 days if no one response. Filled BBB.org, contact several TV station and file complain to government office. Following is the list of people, which everyone can contact. They are public information on their website, BBB.org, or sec.gov

    2-10 Home Buyers Warranty
    One Denver Highlands
    10375 E. Harvard Ave. Suite 100
    Denver, CO 80231
    Norcross, GA
    2-10 Home Buyers Warranty
    Royal Peachtree Corners
    3587 Parkway Lane
    Norcross, GA 30092
    New Construction Home Warranty Issues
    Systems and Appliance Warranty Renewals
    Systems and Appliance Warranty Claims
    (720) 747-6000
    (800) 743-4210
    (800) 775-4736
    Home Builders:
    New Construction Warranty
    Remodeler’s Warranty
    Manufactured / Modular Warranty
    Warranty Administration
    General Liability Insurance
    Builder’s Risk Insurance
    (800) 488-8844
    (800) 232-5842
    (800) 488-8844
    (720) 747-6000
    (800) 793-5884
    (800) 793-5884

    Mr. Jim Prather – Director of Resale Client Serv
    Ms. Gina Berry – Consumer Affairs Manager

    Home Buyers Warranty Corporation
    10375 Eawst Harvard Ave Ste#100
    Denver, CO 80231
    Contact: David W. Rugen
    Phone: (800) 775-4736

    Tel: (866) 210-4663
    Tel: (800) 775-4736
    Real Estate Professionals:
    Systems and Appliance Warranty Sales
    (800) 795-9595
    Repair Contractors:
    Contractor Administration
    (888) 886-4802
    Insurance Agents:
    Atlanta, GA Office
    HBW Insurance Services
    4501 Circle 75 Parkway
    Suite F-6200
    Atlanta, GA 30339
    (678) 742-6300
    Rockville Centre, NY Office
    HBW Insurance Services
    100 Merrick Road
    Suite 526 W
    Rockville Centre, NY 11570
    (516) 594-1627
    Company Management
    Additional company management personnel include:
    Mr. Jim Prather – Director of Resale Client Serv
    Ms. Gina Berry – Consumer Affairs Manager

    Additional Contact Information
    Additional DBA Names
    Home Buyers Resale Warranty Corp
    2-10 Home Buyers Warranty
    America’s Choice

    Additional Addresses
    10375 E Harvard Ave Ste 100
    One Denver Highlands
    Denver, CO 80231-3966
    Additional Phone Numbers
    Tel: (866) 210-4663
    Tel: (800) 775-4736

    DBA: Home Buyers Warranty Corporation
    Other DBAs: Home Buyers Warranty Corporation
    2-10 HBW of Virginia,Inc.
    2-10 Home Buyers Warranty of Virginia, Inc.
    Arias Aqcuisitions
    Home Buyers Resale Warranty Corporation
    Home Buyers Warranty Of Virginia
    Home Buyers Warranty VI
    National Home Insurance Company
    Residential Insurance Company
    United One Home Protection Corp of Virginia

    Address: 10375 Eawst Harvard Ave Ste#100
    Denver, CO 80231 Other Addresses: 10375 Eawst Harvard Ave Ste#100
    Denver, CO 80231
    2305 E Atlantic Blvd.
    Pompano Beach, FL 33062
    6600 NW 16th St. Suite 1
    Plantation, FL 33313

    Primary Phone: (800) 775-4736 Other Phone Numbers: (800) 775-4736
    (954) 943-9004
    (954) 585-6998
    (954) 585-6501
    (303) 368-4805
    (720) 747-6007
    (303) 306-2249
    (800) 795-9595
    (800) 482-4776

    Primary Fax: (303) 368-0529 Other Fax Numbers: (303) 368-0529
    (800) 482-4776
    (800) 730-3434
    (800) 331-2699

    Primary Contact: David W. Rugen
    Quality Assurance Manager Other Contacts: David W. Rugen
    Quality Assurance Manager

    Kevin P. Rupkey
    Chief Operating Officer

    Stephen Graham
    National Warranty Administrati

    Linda Singer CISR
    Regulatory Specialist

    Customer Support

    David Armstrong
    Office of the President

    Daniel Boyle

    David Jasko

  32. uname2000 Says:

    Oh! forgot my problem is alot bigger than your. My whole system not working and need to replace.

  33. Mike Says:

    I work for an A/C contractor in AZ. Home warranty customers all want something for nothing! The home warranty company pay’s us VERY LITTLE! to fix YOUR problem!
    Do you really think that you are going to come first, when we have home owners that are willing to pay what our service’s are REALLY worth. And you people cry nonstop about waiting a couple of day’s for a repair you only pay $50 for, or about having to pay for non covered charges adding up to a couple of hundred dollars that in the real world cost several thousand dollars to repair, GIVE ME A BREAK! I can not count how many of you then call either the service provider’s office or the warranty company and flat out LIE!!!
    So many of you people are the BIGGEST LIER’S and tell so many untruth’s to get something for nothing!!! I personally do not care one bit about your problem…

  34. Bob Lockett Says:

    Mike… go back and read your posting.


  35. Neisy Says:

    I have a leak around the base of my shower. My home warranty (which I purchased in March 2008) is with this company. I was looking for more information on this company just in case I decided to file a claim with them. My problem seems minute compared to some of the issues I’ve read and after reading these negative reviews I think I’ll save myself the headache and have the work done myself. And based on the information I’ve read here today, I already know that I will not be renewing my coverage.

  36. Pam Says:

    I would recommend looking into a First American Home Warranty. I have the warranty on my home going on three years.
    They are wonderful! I have had my Air Handler repalced, garbage disposal replaced, two outlet in my kitchen replaced. I have pool and spa coverage, I have had my pool pump replaced and heater in the hot tub fixed. I only have to pay $160 for the pool and spa. My spa is an above spa and pool is an inground pool. I have my garage door opener covered, it also went out and they repaired. The last so far this year, my glass top stove cracked for no reason. I have had this stove for over 10 years. It only cost me the $55 service fee to have a new one installed. With all the items, I only paid my service fee of $55 and the Air Handler would have cost me a little over $400 dollar, but I had the First Class Upgrade and it cover a little over $200 dollar of items not covered in my basic coverage. So my $2,800 Air Handelr cost me less than $200. Check this company out.

  37. Jose Says:

    I have the same problem with 2-10 Home Warranty, after I read this blog now I understand the procedure they follow, it seems that 2-10 train their employees to discourage follow up. In my case I had a Dryer that went bad in 2006 and 2-10 send a contractor three times to fix it and at the end we just bought a new Dryer. We opened a claim on Sunday November 9 for problems with our washing machine and the story is repeating again; there has been two visits and we are still waititng 11/21 for some kind of part. I called Sears to verify if the part is available and they have it in stock and it will take 1-2 hours to replace, we have been waiting 12 days and no sign of contractor or 2-10…This company needs to be brought to the public and the authorities so no more honest hardworking homeowners fail in 2-10 SCAM….I’m going to pay the extra bucks to get warranty with SEARS (old company good service).

  38. Bob Sloggin Says:

    2-10 is a nightmare. Talk about a crappy company. Had a bad latch on a microwave door. After several visits and them tripping my circuit breaker numerous times to the point that they told me that i had to have an electrician fix it, I have a microwave whose door does not stay closed and when it is plugged in it sparks at the outlet and trips the breaker. Christmas is in two days and now no micro but worse, no exhaust fan, and no resolution. 2-10 says they are leaving messages with the contractor, the contractor is saying they are calling 2-10. What BS… After talking with other realtors I have come to the conclusion that I may as well replace it myself and avoid the hassle. THEY ARE A LOUSY COMPANY WITH A LOUSY REPUTATION…. STAY AWAY, STAY FAR AWAY!!!!

  39. Gary Busman Says:



  40. Skeeter Says:

    Thanks everybody for your comments. I was going to spend $700 on a 3 year extended policy with 2-10 but after reading your comments I have decided to put the money in the bank and just hope that our one year old brand new house dosen’t have any major problems. So far our house has been ok and the builder (SS Steele) was great about fixing anything we complained about in the first year. Wishing you all a better new year for 2009.

  41. Mary Says:

    I agree with everyone that 2-10 HBW its a nightmare as a company. I have a problem with a refrigerator and filed a claim with the company. Two months and a week has passed and I still dont have a working refrigerator. They have sent three different technicians to check my refrigerator, have changed some parts and I still have the same problem. The first technician came 4 times and couldnt find the problem. The second technician seemed to find the problem and told them that I needed a new refrigerator, but instead of approving the new appliance, they sent a third technician. He changed a part, but I still have the same problem as the first day I filed the claim. After calling 2-10 again they said that I need to let the technician come back and find the problem since its under warranty. Im still waiting for the third technician to come back and hopefully finally fix the problem which I doubt. I have spent so much money eating out and buying only food that doesnt require refrigeration. I wouldnt recommend that company even to my worst enemy. Their customer service people are rude, unpolite and lazy. Can you believe that one time I called and the guy that answered was yawning on the phone and making weird noises?? I was like No this is not happening. He let me waiting on the phone and hung up on me without giving me the information I need it. I had to call so many times trying to deal with this problem and in multiple ocassions after waiting on the phone for a long time I have been hung up by them. I have tried to talk to a manager and their answer is always the same ” I have the same authority as a supervisor”, but they never know how to help you. I have felt so frustrated, irritated and angry with this company that I am to the point of giving up, but I will not renew my policy with them after 6 years with them.

  42. Buyer Beware Says:

    I would not recommend doing business with this company. But if you do, or you got the warranty via a sale… find out exactly what is covered and what your limits are for each covered section of the warranty (preferably before you send them money). To be frank, it’s simply not as good as they make it seem. Also, you will be amazed what is not covered and how fast you can reach the dollar limits for each section of coverage. It seems that the non-covered items are the ones that usually come to fault faster or are the big expensive items. It may look good on paper, but ask some contractors about pricing and the limits of coverage.

    As for customer service, great, until something goes wrong or there is a complication. They can become rude, argumentative and condescending.
    I actually had a customer service rep tell me that I could not speak with his supervisor. That the supervisor would tell me exactly what they did. I had to call back (again), go through the phone tree (again), and wait on hold (again) to talk to a new person and ask for a supervisor.
    I also had a rep argue with me!

    The communication between the “various” people that may handle your reported problem is not very good. I’ve had one person tell me one thing, and another something totally different.
    Buyer beware!

    Check them out at http://www.homewarrantyreviews.com/reviews the majority of reviews are fairly negative.

  43. Ex 2-10er Says:

    I was recently employed with 2-10 Home Buyers Warranty for almost 3 years. Through those 3 years, management changed several times and the company president basically had a proxy do all this work for him. I just wanted to make those of you who have had problems with this company in the past aware that HBW is a business. They can’t cover every claim that’s filed. That’s why there’s a very important section of the warranty contract called “Limitations of Liability” in your “Terms and Conditions”. That lists everything that’s covered and not covered SPECIFICALLY. Don’t listen to what your realtor/builder says about “Everything being covered.” That’s not reasonable or rational, remember, chances are if it sounds too good to be true it probably is. For those of you who are thinking about getting a warranty I can’t say which one is best to go with, all of them have limitations of liability and no one covers everything. Make sure you read EVERYTHING before you sign a contract. Make yourself an educated consumer.
    As for the contractors they send out, it’s a toss up. The contractors are rated on a scale of 1-10 in their systems (1 being “the best” 10 being “the worst) basically, what that means for the warranty company is that rated 1 contractors work under a flat rate so their pricing agreement with 2-10 is the cheapest possible….and a rated 10 contractor has no agreement with HBW at all, it’s just a way for them to get extra business.You have the right as the customer to ask to use your own service provider, but 2-10 has rules that you’ll have to follow. It’s true that Home Buyers Warranty doesn’t pay the contractors very much to do your repairs, if you didn’t have the warranty you would wind up paying sometimes 10 times as much as we’re paying them. Those “trade fees” or “deductible” costs don’t come back to 2-10. It’s like when you go to the doctor and have to pay a co-pay. Exactly the same case, whether or not the doctor can find something wrong with you or make you better, you still have to pay that co-pay. If a contractor cant find the problem, it’s not covered, or is unable to fix it, that deductible is still owed. That’s written in the contract.
    Also, there has been a lot of talk of the warranty company being sold. The main focus of the company has completely turned away from customer service (if it was there to begin with) and is now focusing on money making. Their employees are highly scrutinized now and are not allowed to make any concessions to you the homebuyer even management has to go all the way up to the Director to get the decision made for you. Due to these reasons, I’ve left the company for a higher calling.
    I thought I could use my inside knowledge to help you all understand.

    Thanks and good luck with all of your issues.

  44. Brian Smith Says:

    I agree the HBW is not worth the paper it is written on .My wife and i bought our home three and a half years ago. And this is the third time our plumbing has missed up, sending raw sewage in our bath tubs as well as our toilets. our front lawn was covered with raw sewage . and the smell was unbearable. we called HBW on wednesday night at 7.00p.m.we were put on there emergency list , still on friday our plumbing is still not working. after about 15 are more calls we are still getting the same old lies. we have a two year old son and con’t even bath him in a tub that is full of raw sewage . They sent out a plumber (so-call ) Mr. Rooter ,they said that the slum pump needed to be replaced at the price of 1800.00 for the pump only ,which doesn’t cover hooking it up to the power box ,Which would have been another 3 or 4 hundred dollars. Keep in mine this house is only 3 1/2 years old . Finally we got in touch with the builders and they sent a repairman out to repair our system which took only 10 mins. To make a long story short I hope they send my a renewal notice in the mail this year , I guarantee They won’t like the response i’ve got for them.

  45. Paul Says:

    I do HVAC repair in Va. and run into the same thing Mike said. Customers who never have any maintenance done and expect the warranty company to replace it when it dies.They get this warrenty hoping to avoid paying the heating and air contracter what he normally would charge. If you want good service, call a certified contracter out of the phone book and I’m sure you will recieve the service you expect.The contracter is just doing what he has to to keep repair costs down.

  46. Michele Says:

    I guess I’m one of the few that hasn’t had any problems with 2-10 so far. Early last fall, my water heater started leaking. I turned it off, called 2-10 and put in a claim. The contractor was out the next day and my new water heater was intalled the day after that. I am currently having problems with the pilot light not staying lit on the water heater, but 2-10 has been very responsive so far.

    My furnace was not operating properly earlier this winter. I entered a claim for that repair. Although the contractor had to come out on three different occasions, the furnace was repaired and I have had no further problems.

    I purchased my home in January of 2008, so at this point, I am in the renewal status with 2-10. Maybe I am the odd woman out, but so far I haven’t had any problems and the customer service reps I’ve spoken with have been more than helpful.

  47. Carla Says:

    WOW!!!!!!! I thought i was the only one that was having to complain about 2-10. It is going on 2 weeks and I am still without a dryer. I get the hang-up from the reps. I get the pointing the finger to the contractor they selected as the one with the problem. And still no dryer. I have had them for 6 years and used their service once on my dishwasher which was something I could have fixed once I found out what the problem was. Now thousands of dollars later(paying 6 years for this insurance) I am being treated like crap. I will take all the advice and go to the better business bureau on them. This has to stop! To many stories that sound exactly the same. The hang-up calls, etc. Bad customer service and still no dryer!

  48. Rick Says:

    We have had a problem with our refrigerator. The refrigerator was repaired by someone from 2-10 in October. A week ago friday the refrigerator stopped cooling. My wife called 2-10. They sent a tech out to do the repair. He said the compressor was bad due to the previous tech using a relay switch. He told my wife it would be a long time to get the repair done due to the nonavailability of the compressor. My wife called 2-10 several times to see what the status of the repair was. It was not until a week later that we found out the part had not been ordered. My wife called and after getting transferred and ran around spoke with a manager who told her that they only spend $300 per year on repairs for the warrantied item. This as I said took a week of phone calls to find this out. I don’t know how long it would have taken for someone to tell us they were not going to fix the refrigerator or how much it would cost. The final recommendation was that 2-10 would pay for the compressor and we would have to pay the labor, which they did not know how much this would be. My wife declined that offer, 2-10 said they will refund us $300 and we will have to repair the refrigerator or buy a new one. We have had this service for over three years, so we have paid over $900 for this service and cannot get our refrigerator repaired. When we pay the $300 a year and do not have any repairs 2-10 does not refund any money to us, so why are we limited to $300 in repairs per year. If I were to pay for this service for five years $1500 and in the fifth year had a problem they would only pay for repairs totaling $300 or less, I think this is a disservice to the homeowner. I am cancelling the contract just as soon as I can.

  49. Christy Woodard Says:

    I live in the hot, humid Augusta, GA. Our AC went out almost a week ago. We have had horrible service from 2-10. We are still “waiting on the part”. Meanwhile our temperature will reach 94 degrees this week. I have two small children – one that has had breathing difficulties and to 2-10 the heat is not constituted as an Emergency situation. They have been extremely rude. After we gave them permission to order the part we got a call the next day to see if we wanted the part ordered. This has been the WORST company I have ever dealt with in my life and we will not renew.

  50. Ares Vista Says:

    The most important information in this article is: HAVE A GOOD AGENT. A competent Realtor will take care of these things for you. I personally will call the warranty company, and work as the buyer’s agent should to clear the mess up. Having an agent represent you to these companies helps you by removing the emotional factors that can clog up negotiations. Let your Realtor earn their commission, he/she should be happy to do so.

  51. Sharon Dobbins Says:

    I live in Millville, NJ and purchased a new home in 2007. The first time that I needed to file a claim with HBW was June, 2009. I have three issued in my home, all plumbing. Talking to the customer service representative was an experience within itselt. I had to repeat the same thing over and over again and she asked the same questions. It seemed to me these people are mentally challenged in many areas than one. Same experience when I was called my the contractor to set up an appointment, repeated information over and over again. The tech that came out seemed not to be to knowledgable in the plumbing field. I wasn’t home at the time but my son sayed her was told that the master bedroom toilet was cheap and that why it wasn’t flushing as well as the other two in the house. He suggested to get a plunger and use when I have problems. That was the reason for him being there, so I don’t have to use a plunger. My son said he went to home depot and supposely installed a part on the toilet. I get home the kitched leak under the cabinet is ok. The toliet flushed twice and back to the same way it was in the beginning. The second day the home water in the laundry room utility tub is not working again. I called the contractor immediately and was told to call HBW to reissue another claim and they would could me back to reschedule. All of the happen with one exception. After the contractor called and made an appointment with me the in turn called HBW and said that there was no mechancial malfunction with my toliet. HBW gave me a call and said the my claim was denied and they weren’t going to pay for another claim. The many calls that I made there after I was being mislead in all directions. As of today I still don’t have my toliet fixed nor the hot water in the utility tub. I f anyone have any suggestions on where I can go to get some immediate help, please drop me a note at glory4me@verizon.net.


    Veryy Frustruated in NJ

  52. Audrey Says:

    I just had a contractor to come out supposedly to repair a pipe that burst. He saw I had my water hose connected to my facuet. He asked if I leave it hooked up throughout the winter. He guessimated that the pipe froze and that’s why water is leaking into my bathroom and dining room. How many people unhook their water hoses because it may cause a leak. I paid $85 for him to guess. Mind you I live in an old house (over 30 years) with old pipes. I had a rotted pipe in my kitchen that was fixed. My problem is with both the contractor and 2-10. How can he make that determination and never see the leaking pipe. I feel like I should have lied and deceived them to get some satisfaction. I think that 2-10 will try their best to come up with some mess not to have to pay for repairs. The contractors may not make a lot off of one job. But, many jobs add up to a lot more money.

  53. Charlie Says:

    I was contacted by 2-10 to extend the warranty on my new condo. The price they quoted was unbelievably low. I asked for the details in writing, which they e-mailed. It consisted of four pages, the last of which was full of very fine print. Nowhere in the material was it stated there is a $50 deductible; however, it was in the cover letter.

    On the phone, Linda, the representative stated that if the air conditioner went bad it would be replaced. However the fine print stated that it is limited to $1,500. I challenged her on that, knowing that it can cost from $3,000 to $5,000 to replace a unit. She said the limit did not apply, and I asked for that in writing. A manager sent me an e-mail which stated the same limit as the printed material.

    When I told her I wanted to check 2-10 out with the better business bureau before signing, she said, “Thank you very much…..” and hung up.

  54. David Says:

    I have read the blogs but haven’t seen anything about roofs. I had my house built 6 years ago and have been dealing with leaky roofs since. The builder have been giving me the run around. I have had my roof maintained every year, only receiling around pipes and corners, but we found out through a insurance adjustor that the leak is coming throught the shingles. Now, I am about to turn it over to the 2-10 warranty. Have anyone dealt with them on roofs, and how did it go.

    Signed: Tired of leaks

  55. m murray Says:

    thank you for these insights as I was researching renewing this warranty but was put off by the pressure tactics of the rep. This was eye opening and i will not renwe

  56. Lynn Taylor Says:

    I am having some similar problems in Snellville GA with 2-10. They are rude and uninterested in resolving the problem with my AC. My unit is just turning a year old on my newly built home. 2-10 sent contractors out on three occasions and they have not yet approved the ordering of a part needed to fix the problem. The buck is being passed between 2-10 and the contracor. As polite and patient as I have been, I am really tired of being hung up on by 2-10 . I will start my journal today regarding my dealings with this company, 2-10. Meanwhile, I will be consulting with my lawyer.

  57. Lynn T Says:

    I am having some similar problems in Snellville GA with 2-10. They are rude and uninterested in resolving the problem with my AC. My unit is just turning a year old on my newly built home. 2-10 sent contractors out on three occasions and they have not yet approved the ordering of a part needed to fix the problem. The buck is being passed between 2-10 and the contracor. As polite and patient as I have been, I am really tired of being hung up on by 2-10 . I will start my journal today regarding my dealings with this company, 2-10. Meanwhile, I will be consulting with my lawyer. This is TRULY a scam!

  58. Ben Eisner Says:

    I filed a “Gas CO, Red tagged claim on my furnace (also fan for A/C) on September 8th. After stories no one could believe, it has finally been corrected at 1PM , October2. It only took 4 contractors and ONE lawyer. I live in LA and during the 3 weel period of NO A/C temps were 100+.

    1) Can I sue 2-10 for anything

    2) Is there a class action suit waiting to happen against 2-10 (others, also but one at a time is fine)

    Can I sue 2-10? btw, my wife’s Pulmonary Doctor has letter in 2-10’s file that it was detrimental to an existing interstitial lung disease, being treated at UCLA??

    e-mail me if you are a lawyer w/experience in this. I have no time to pen pale, and feel there’s a case.


  59. Bryan Says:

    I am an electrical contractor in Indianapolis, IN I have been a service provider for 2-10 home buyers warranty for 4 years. They were always good to get along with until about a year ago when they hired JOHN RAMLER to take over IN, OH, KY area. He would call me and tell me I was over an average dollar amount per clain that he wanted to be met. This amount varied every quarter and was not obtainable, it simply takes what it takes to repair something correctly. I went to his boss and he didnt care. They now use a contractor in Indianapolios that doesnt work on alarm systems, doesnt go outside of Indianapolis, and (according to several of my customers) cant seem to fix anything electrical. What a joke the guys working for me repair anything right the first time.

  60. Marcia Clausen Says:

    I’m a realtor in Columbus, Ohio. As a real estate professional, I am approached by home warranty companies regularly to use their products. I just got approached the other day by a representative from 2-10, so I decided to go online and take a look at what the consumers were saying about all these companies, and I can honestly say that there seems to be issues with all of them, some more than others. The best advice I can give you when you have a problem, is in addition to contacting the home warranty company, contact your real estate agent who sold you the home.

    I would want to know if one of my clients was having a problem, even if I didn’t recommend the company for 2 reasons:

    First, my job is to take care of my clients. That job doesn’t end at closing. I want my clients to know that they have an advocate in me, and the time it takes to help them in this situation is part of the service I provide.

    The second reason is, I want to know when specific companies don’t honor their commitment to the home owner, so I don’t recommend them again. My business depends on referrals from satisfied clients. Their experiences with affiliates reflects on me.

    I guess there’s actually a third reason:

    Since the home warranty companies advertise to real estate professionals, we are in reality as much the consumer as the homeowner. If the realtors are getting involved in the problem, the home warranty company will want to maintain a reputation with the realtors, who are actually the ones who sell their policies (and talk to each other about their experiences with these companies). I know the local reps I’ve dealt with are usually anxious to resolve specific issues that pertain to our clients, sometimes to the point of paying out of their own pockets for deductables, and other extra expenses to the homeowner. They will almost always intervene with the company on behalf of the homeowner (if they want to keep business).

    If the real estate agent who sold you your home isn’t willing to get involved, I’d look for another agent when you decide to buy your next home. But, having said that, remember that we try to do the best we can for our clients, but if a company fails to honor it’s committment to the homeowner, all we can do is try to help you resolve it, and then if the company isn’t willing, not recommend them again.

    Good luck, all of you with your claims. I hope you all get the service you need…and deserve.

  61. Phyllis Says:

    I had a 2-10 HVW for the last 6 years since buyng my new house. My frst claim was a plumbing leak they stated the would not fix becuase the builder didnt install the right piping so I had to pay the plumber to fix it. Then my garbage disposal was not working so I submtted another claim which they did honor. My last claim was my microvave which needed at part the repairman said said was out of stock and would need to replace the micowave. 2-10 HBW did replace the micowave, however when I tryed to renew my warranty they stated I could not renew. You cant talk to a real person, you can only sent emails. When I askied why I could not renew my warranty they would not give a reason and just stated I was not longer eligible to renewal. I seems to me that they will take you money each hear, but if your repairs are to costly or they state the repair is not covered or maybe have to many claims they will not renew your warranty.

    Based on all the comments I have read, there may be nothing anyone can do other than get the word out to the general public to not use 2-10 BHW and find a more reputable company. That is what I plan to do and hope others will do the same.

  62. Pam Says:

    Our furnace went out last night. Finally got a repairman here at 1:30pm today. Took him all of 1 minute to say something was cracked and the unit needed to be replaced. An hour later he returns from his truck with $figures on what the warranty will not cover. $1600.00!!! You have got to be kidding me!! He says the part is too old to be replaced and assured me I would pay well over $3000.00 for the same furnace. I asked what I was paying for and he showed me the figures for all the “updating” that has to be done in order to replace it. What a joke!

  63. Anonymous Says:

    I currently work for HBW and I happened to come across this blog while researching info for an un-related issue. As I understand the frustrations that all of you are going through, I can also understand how it may also be difficult for you to understand our company’s point-of-view.

    I know this is a few years late, but I happened to look up the Work Order # that was provided in this blog, and the notes clearly show that HBW had done everything possible to try to get this issue resolved. The contractor may have given the customer some information, however the contractor failed to follow-up with HBW and give us the information we need. HBW pays the contractor parts & labor costs for covered repairs or replacements to save homeowners from spending thousands of dollars on repairs/replacements if they were not to have a warranty. Our contractors are our eyes & ears and without knowing what HBW is being billed for by the contractor, our hands our tied. Specifically in this blogger’s Work Order, after the customer called to check on the status, HBW noticed we were not given any information from the contractor so we had called the contractor several times starting Friday to obtain the cost of the parts and labor, as well as the specifications on the type of part that was needed (model #, serial #, etc) that was needed. The contractor continued to tell us they’d call us back to give us the information. Finally, on Tuesday we obtained the information we needed and proceeded with ordering the part and authorized the contractor for the repair. During issues where the contractors are non-responsive for 48 business hours, the department which hires/fires these contractors re-evaluate the working relationship we have with the contractor which could lead to terminating them. We will also assign a new contractor to service the homeowner’s problem in that instance. This is a last resort since we believe sending a new contractor right away can delay service even further since the process starts all over due to the new contractor wanting to provide their own diagnosis/estimate due to liability issues.

    Those of you who feel it is necessary to obtain a lawyer, I guarantee that once the claim notes are subpoenaed and taken into court, it will show the effort that HBW makes to try to get our customer’s issues resolved. It may not seem like this is the case from the homeowner’s persepective, but “behind the scenes” we have several employees whose specific job duty is to follow-up with contractors to get information we need. I am not making an excuse for all of your situations since I know there may be times where an HBW employee may “drop the ball”, but I assure you we address those issues as soon as it is brought to our attention.

  64. Anonymous Says:

    Also, there are 2 divisions within HBW: The New Homes Division & Resale Division. The New Homes Division strictly handles newly constructed home claims that have mechanical failures for the first 2 years that a home is built and some structural issues for the first 10 years (hence the term 2-10). Usually when mechanical failures occur within the first 2 years of construction, the builder or manufacturer of the system is contacted to address the failures. The Resale Division handles mechanical failures after the homeowner renews their mechanical coverage after the first 2 years of New Home mechanical coverage expires. Also, the Resale Division provides warranties on pre-owned homes. As with most warranties out there nowadays, whether it be with Auto repairs or appliances, Home Buyers Warranty only covers failures due to normal wear and tear. I encourage current homeowners with a Home Buyers Warranty to review the Terms & Conditions of their contract to fully understand what is covered and what is not covered. If you do not have a copy of your warranty, you may call 1-800-775-4736 and request to have a copy of your specific coverage mailed to your home or emailed to you directly. Or, of course, you may speak with Customer Service who will discuss your coverage with you over the phone.

  65. HBW Is A Scam Says:

    Bought a brand new home that came with a 2-10 HBW that was advertised by the builder and the attorney who closed on my home as a super warranty that would cover any and all construction defects, workmanship or system deficiencies based on the guidelines in the booklet. My builder also stated in front of the attorney that he would personally fix any and all issues with the home within the first year of occupancy. That was and still is not the case.

    My home has several deficiencies and defects that fall within the scope of the HBW coverage yet for over a year and a half the builder and the HBW have not completed ANY of these repairs. I have been told by 2-10 HBW that arbitration is the only option as that is what you agree to when you accept the warranty at the time of home purchase.

    Bottom line, if you take the 2-10 HBW your builder is NOT required by them to put the home into correct performance standards.

    The 2-10 HBW will NOT enforce your warranty.

    The 2-10 HBW will NOT set repair deadlines for the builder.

    The 2-10 will NOT determine warranty coverage

    The 2-10 HBW will ONLY act if you go to arbitration, get a judgement, AND ONLY AFTER the builder fails to uphold the terms and conditions of the binding arbitration.

    No timelines are provided for the completion of repairs, so in the case of so many others, the arbitration and repair process with the 2-10 HBW could take years to resolve.

    I will NEVER buy a home that has a 2-10 HBW provided warranty again. I will NEVER recommend 2-10 HBW to anyone.

    Best of luck to all you you that have 2-10 HBW “warranties” just like me.

  66. sheryl gabrielle Says:

    they are the worst .my basement wall is cracked and only 5 years young with water and soil coming through. they refuse to fix the cement wall.. they are atotal rip off.

  67. Paul S. Says:

    Like the furnace issue above, nearly a week after we called and weather in the teens, we got a HBW approved contractor out there,had something cracked too (heat exchanger) and the repairman came up with many figures $1200 to $3000.00 and that the warranty probably wouldnt pay anything because it was not up todays code, (this was installed over twenty years ago and there was no code per CABO) But sure enough after the repairman called HBW and went over with them about the codes they refused to pay. We ran him off and got a contractor to install a brand new unit for half what he wanted w/o any HBW help. After calling HBW many times we got nowhere.
    Its just a rip off and something is going on with the people they use too!! Why would this guy want to have our claim thrown out the window?? SAVE YOUR MONEY!!! Play the lottery your chances are better!!

  68. Joey Says:

    2-10 sucks – My water heater went out at the end of January. We contacted 2-10 and they sent a contractor that thought he fixed the problem. Nope – we called back, 2-10 approved the wrong doing, and here it is Feb 16th almost 3 weeks with no hot water, we have had 2 blizzards and it’s been in the temps outside are in the teens. I have 2 kids and a hubby who have to take cold showers, no hot water for the dishes to be cleaned or laundry, and this will probably end up messing something else in the house. It’s hard to accept that we pay a annual fee, and a upfront fee to keep our house “Healthy” and all 2-10 has done is made a major hardship on my family. Maybe we need to bring this up to one of the TV News stations – Hello channel 7

  69. Lance Says:

    WOW– look at all the complaints against 2-10, surprising?? Nope– not since Jan 25th have I had consist heating- 8 service calls, 2 different contractors, and still doesn’t work correctly. Imagine waking up at 5 in the morning to 42 degrees in your house, when it is -17 below with the wind chill. Just today, I had the same contractor come out, it malfunctioned. Contractor stratches his head, “we need to replace it” called 2-10 was on hold for 45 minutes, told the contractor no we need a second opinion. Which by the way I already had a second opinion, this will be a third opinion. Unbelievable–BUYER BEWARE!!!!!

  70. John Covalesky Says:

    I was a contractor for 2-10 for several years. We got graded on our cost per call The warranty company would send us calls based on them paying for a basic installation.
    The warranty company would pay for 30% of the call & the rest was paid by the homeowner. In most cases the homeowner could have went with their on contractor & lowered the repair cost. The more we could put off on the homeowner, the cost per call would go down to 2-10HBW. We were encouraged to decline calls, in return the lower cost per call, would result in 2-10 sending over more calls. Next beware of Susan Landing with Remax Preffered Realty, Edwardsville Ilinois.Phone #618-655-1191 ext. 109. She will tell you everything is coverd, selling you a home warranty contract. Instead of addressing problems at closing. The first 30 days of your warranty most everything does not get coverd, She knows this but miss leads you. Instead you get a home that you think things are covered & you find out they are usually pre-existing & not covered.
    She uses these home warrantys to sell you a false sense of security. She has no morals & will screw you over for the sake of a dollar!!!!!!!!!!!!!!!!!!!!!!

  71. Frustrated Says:

    HBW is a nightmare, these people have paid a contractor three times to replace the same part on a stove within a 6 month period and the stove still doesn’t work. HBW is now telling me that I have exhausted my money for this claim, that the contractor has determined that a different part is needed. My stove still doesn’t work and they are not going to hold him responsible for erroneous work he performed. Is there a remedy to this companies lack of fairness?

  72. Roubi Says:

    Has anyone had issues with the structural warranty portion of this warranty? Our 8 year old house is sinking in one corner and the foundation cracking. The company has denied our claim stating that the damage hasn’t met the terms of the policy. Its states that the house has to be unsanitary, unsafe or otherwise unlivable. I guess if we do nothing it will eventually become unlivable and unsanitary, but we will not do that. I am very frustrated with the company as we have been going back and forth since August. I am currently deciding if it is worth getting a lawyer involved. In any case this warranty was a huge waste of of money and gives the homeowner a false sense of security.

  73. Doug Says:

    2-10 are not interested in honoring their committments to you. The company is only interested in taking your money and then trying to get out of paying for any repairs. Expect them to send shady contractors to your home who will lie to you and expect them to try to replace any malfunctioning equipment with shoddy, cheap, and/or obsolete equipment. I recently purchased extra coverage from 2-10. This was their R410A coverage which they claimed would cover us for a new Puron-based cooling system in the event that our A/C unit failed. Well, we had A/C problems about a month after we purchased the coverage. Long story short: The contractor they sent to my home came from almost 50 miles away, conducted no leak test, charged me for freon, and then lied to me and 2-10 about the nature of the problem. I learned this because I had to pay for my own A/C service to come check the system out. Now, 2-10 is claiming that the extra coverage I purchased does not apply. They have been rude and condescending on the phone. They have repeatedly transferred me, put me on terminal hold, and even hung up on me. After approximately 5 days of bargaining with them on the phone, I purchased two new domains while I was on hold: http://www.2-10sucks.com and http://www.2-10sucks.net. Beware of 2-10!!

  74. Chris Fisher Says:

    The service, or lack their of, is terrible. As for Mike the contractor’s comment, why did you sign on with the company? Now that they have raised the yearly cost to $600.00, $100.00 per visit, I am dropping them very soon. Nice to have a contractor say 9:00 am, never show up or call, and not return a single message. Then to be told 2 weeks to possibly locate a refrigerator compressor in 90 degree heat is ridiculous. No one I called seemed to care, and I really can’t put into words all the gibberish they told me. I paid for good, on time service, something they seem not to care about. With the new raise in cost and service fees, it is a waste of my money. Other better companies out there, and less expensive.

  75. A-1 Says:

    We have been HVAC contractors for over 30 years in the Michigan area. We have worked with several home warranty companies in the past, and without reservation HBW is the BEST. I am amazed at the claims they cover. Many, many of the claims are on units lacking basic maintenance. I refer my friends/family to HBW. If one would simply read what is and is not covered, there would rarely be an argument/disagreement. HBW covers repairs that NO other warranty company would.

    Conversely, we worked with AHS for a brief period. They informed us NOT to repair a/c refrigerant leaks. Rather, they wanted us to simply refill the system – leaving the problem for the home owner. NOT the case with HBW…..
    Ref John Ramler…..he contacts us once a month or so. His job is to audit the repairs being made, I have no problem with that. There ARE some unscrupulous contractors out there who would take advantage of any warranty company were it not for a representative like John, to simpy review invoices. He has always been respectful toward us and never insinuated that he didn’t want repairs done correctly (unlike AHS).

  76. Justin Barber Denver,co Says:

    I worked for over 9 years at 2-10 home buyers warranty check out my blog.


  77. Justin Barber Denver,co Says:

    this is a cash cow company

  78. Michelle Says:

    Sept 17 2010 is the 2nd anniversary of our brand new home purchase. We have never filed a claim with 2-10 because our builder covered things for the first year. They fixed things when we needed them done. Yesterday we discovered 2 water spots on the ceiling in our kitchen directly below the HVac system in the attic. My husband went up there and found it was indeed leaking from a tube on the drip pan. Not sure what the fix will be but I can’t imagine it will be much. He called this morning (Sunday) to file a claim knowing we will pay the $50 fee–understandable. They told us we had no warranty and that it had expired. I was looking at our contract online while she told my husband this. I have until Sept 17th of this year on systems and until Sept 17 2018 on structural. I was looking at my contract dates showing active. What gives? They said to call back tomorrow to speak to a sales agent. SALES AGENT?? Why? My husband double checked everything and called right back. The lady answered saying our account was flagged and they weren’t even to speak to him. That’s scary. After finding this site and reading the horror stories I am very concerned.
    I hear contractors/repair people on here saying “we don’t get paid much. don’t expect much” and homeowners saying “they’ll do anything to avoid their obligations”. I’m distressed. I am not one of those kind of home owners that calls about anything and everything. My husband will try and fix things for the most part. Come on though. To tell us we don’t have a warranty?? Are they just trying to drag it out past Sept 17th? We were planning to renew the warranty but now I just don’t know.
    If anyone from 2-10 HBW is out there, I’m not trying to get something for nothing. I do my maintenance around the house. I’m not trying to run the house in the ground and have someone else fix it when it fall apart.
    We bought through Brendwood Homes in Summerville SC. They went bankrupt right after selling to Crescent Homes…which just so happens to be run by the very same man that ran Brentwood.
    Ahh…makes me wish I were a renter again. I paid about the same renting a house as I do for the mortgage, taxes and insurance PLUS I didn’t have to pay warranties, HOA fees, maintenance costs…and oh…how home prices have fallen. Yes…homeownership….the great American Dream!!! Mehhhh, Not so much. Sad to say.

  79. LuCressia Says:

    It has been several years since I wrote on this site…I cannot believe these people are still in business! and they are still doing shady business! When is our state representatives going to deal with them. I suggest to everyone on this site that you contact your government office and complain…surely we don’t have to take these people to court to get them out of business???? After they sent us our little $1600.00 check for the over $100,000 damage to our home…they sent a letter stating that account had been closed and please contact them so they could print a new check….of course we have never gotten any $ from them as of yet.

  80. CMC Says:

    Add me to the list of very unhappy 2-10 HBW customers who will not be renewing my warranty. I tried to receive same-day emergency service for a plumbing leak, but HBW could not even provide a local plumber in my area. Their nearest contractor was located 60 miles away–and I’m in a MAJOR metropolitan area with hundreds of plumbers. Trying to go out of network was nearly impossible, as 2-10 fought me every step of the way (over a $200 claim). Customer service was atrocious. I had one rep read me back the notes HBW took, and they were blatant lies and misinformation that did not accurately reflect what happened. I was appalled and very concerned that if I’d had this much trouble for a minor issue, what would happen if a major system failed?

    I came away with the overwhelming impression that 2-10 HBW employees are trained to do everything in their power NOT to approve a claim, which is ironic, because they’ll now lose thousands of dollars worth of renewal fees from me because they didn’t want to approve a small claim.

    Surprisingly, 2-10 is rated with an A+ on the BBB. I’d encourage everyone who’s had a significant problem to report it. I find it so hard to believe that the majority of customers would rate them an A+ if the notes in this thread are any indication of their level of service.

  81. FloridaMar Says:

    Same company only it is a water heater. Nothing but runaround. The copay is now $100.00 in Florida.

    I bought a buyers warranty on appliances, wiring, plumbing on my “used” home thru my realtor. The Waranty Co. is Home Buyers Warranty Corp.VI, Denver, CO. (VI stands for Virginia, a former location). My water heater burnt out. I got estimates from independent companies and was told my 17 year old heater was not worth repairing.
    I called Home Buyers and the sent a representative from Third Generation Plumbing (Tampa, FL) The first thing the man said was “why did you unplug the water heater?” Duhhh, I did not want to burn down my Condo. Next he wanted the $100 deductible up front. I stated I wanted to know what he would do about the heater before I paid anything. (The policy says it must be paid before the work is finished).
    He said it probably needed a new element. I told him I knew it was over 17 years old and would probably leak soon. The average life is about 12 years. He said that was all he was authorized to do. I told him I suspected he and the Warrantee Co were fraudulent and a rip-off and I would pay nothing and get the @$%&() out of my house. A few minutes later I received a call from his company saying I had to pay the $100 or they would sue me and discontinue the policy. I reported it to Angies List and intend to do so to every site I can find. I want my $354.00 back which I paid for the policy. I have had no other claims. \

    I know “lots of luck”, FloridaMar

  82. Dnna Says:

    6/07/2011 We have had 2-10 Home Warranty for 1 1/2 years. So far, they have repaired my heat pump/ac twice, 2 different problems and parts. They replaced my the digital electric panel that controls everything on my oven/range as well as the thermostat. They also sent someone out to check our septic system when the ground began to sink around the tank. This was actually caused by a leaky faucet. Each time, they’ve sent responded in a timely manner. The range/oven electric panel took a while to get, but the unit is 12 years old. It’s important to read the coverage plan when it arrives to see what all is covered and what the limitations are. So far it’s been good.

    I did have a problem with the cost of the plan going up this year though. I thought the jump from one year to the next was a bit high. Plus, they did not tell me that the co-pay amount was going up by $10.00. Other than that I’ve been happy with them, knock on wood!

  83. Michelle Says:

    Consumers purchase home warranties for $400 per year to cover ALL of the appliances in their home and expect to be given everything under the sun. As a former office manager for several appliance companies heres my advice: Try performing routine maintenance on your system BEFORE the cooling season begins, or prior to problems occurring. Invest in a service contract to cover maintenance so that you are aware of potential problems and your not calling at the same time as everyone else who turns their ac system on for the first time! Why would you wait until it is 100 degrees then call your warranty company miracles and same day service??? Every company (if their any good) is busy during this time. If you called any contractor you would not receive same day service. A routine service call just the diagnostic fee can cost you up to $125 particularly if you live in a metro area, never mind the cost of adding freon or replacing a part. You home warranty practically pays for itself if you have one service call for the entire year. I worked for a contractor who participated in the warranty program with several different companies and was always amazed with their clients and how demanding and unrealistic they were. They acted as if the warranty “entitled” them to service immediate service and no cost repairs! Hello if you neglect to change your filter and your unit starts leaking water it’s YOUR FAULT not anyone elses. The warranty customer’s clients never maintained their systems properly, had existing problems prior to the initiation of their contracts and had systems they knew they should have replaced when they purchased their home. If you buy a home with a 15 year old unit put $$ in your budget to have it replaced, or if the unit in your home never worked properly to begin with or was never sized properly why would you expect the warranty companies to pick up the tab!

  84. Bondo Bob Says:

    Have AC issue they sent a very polite repairman who had no idea what he was looking at.
    First was pay the 100 dollar copay. Then Oh! it’s frozen I’ll have to come back. 4 days later
    Oh! it needs freon (did not work) Oh! it has too much freon (that didn’t work). OK there is a blockage you need new duct work, new lines, new evaporator, new drains, Oh! and maybe an electrician to see if it is connected properly. Unit worked fine for seven years and now everything goes bad at once. Just pay the $1520 and we will order the evaporator. MAYBE HE IS QUESSING Do you think I will let him back in the house?
    By the way I did pay for enhanced AC coverage but for the right protection you need Enhanced AC with superior to be properly covered. LOVE THAT FINE PRINT ONLY AVAILABLE ON THIER WEBSITE

  85. Bondo Bob Says:

    Follow up:
    After complaining about $1520 was told HOW ABOUT $820?
    Still looking for a knowlegable repairman who is authorized by 2-10
    I wonder where the $700 savings went?

  86. Bondo Bob Says:

    UPDATE Well it is now 7/8 (about 21 days after first call) still no A/C even though they have approved the repair with the company of my choice (approx $500)

  87. Mark Walser Says:

    You are crazy to do business with these people. I was excluded coverage on a controller head of a well pump with this is specifically NOT excluded. I was given the runaround for over 35 minutes. Good luck if you are as dumb as me and expect to have coverage!

  88. Al79 Says:

    Can’t believe what a scam this company is . I spoke to a supervisor named Heather and she could care less that I had a problem .

  89. regretful homeowner Says:

    It has been three weeks without heat or air conditioning. The contractor told me they could have had the problem fixed the first day they were here, but because of the warranty policies we have had to wait for approvals and parts shipped direct from 2-10. When I called to complain the Supervisor actually told me that it is not that bad and I just am not able to take the weather. I will never buy a home warranty from these people again and I will warn everyone of the terrible service I have received. Don’t waste your money.

  90. Judy Dowdall Says:

    I am dealing with a large structural problem with the same company. I am president of a
    NC Home Owners Association. One of our condo buildings with 24 condos in it, all insured with 2/10 Americas Choice. The end of the building started to sink cracking the walls in 6 end units. Calls and engineering reports left their insurance company telling us that the building didn’t meet their qulification fo being “unlivable”. the walls have cracks from 1/4 inch to 1/16 in going from floor to ceilings. they will not honor the structural part of their warranty.

    I have contacted the NC Attorney General Consumer Fraud division. If anyone else in NC has a problem with them, why don’t you file a complaint also. These guys should not be in buisiness. BTW, I am a realtor also and will let my fellow real estate brokers this is not a company to recommend.

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