Complaint Review: 2-10 home buyers warranty

My experience in getting 2-10 to address the AC problem has been a nightmare. This is related to work order number 5980530. I paid for the warranty for 3 years for services that have been unacceptable, and this was only a year in. Prior to filing this report, i had filed complaint with BBB, consumer affairs.com, and Angie's list. I intend to contact Maryland office of attorney general, and Baltimore City and Howard county office of complaints next to ask them what my next course of action should be. I also intend to seek legal actions against 2-10 for costs that this ordeal has incurred and will incur when I get another contractor to fix the AC issue. Early May 2017 (2 May), claim submitted for a no-AC to the top 2 floors of the house. They scheduled a contractor who could not come out to the house because the contractor was overbooked. They could not get another contractor so they authorized an out of network contractor of my choice, which we have a problem finding because contractors stated that they do not want to work with 2-10 due to the fact that they take to long to pay. We finally found a contractor who was willing to work with us and determined that the heat pump unit need to be replaced. A diagnose was given to 2-10 with an estimated cost of around $5500. 2-10 wanted a second opinion because according to them the cost was too high. They send another contractor, who did not show up the first time but did show up the second time – on a Saturday (running late about 8 hrs!). The second contactor informed me that the heat pump need to be replaced and informed me that they would get the diagnose to 2-10 on Monday and I would hear back from them on Tuesday to schedule a replacement time. Tuesday pass, no one call me or my property manager. It took my property manager calling 2-10 daily, and me calling them about every 2-3 days - approaching end of May and replacement approval has not been execute. 6 june i called in and asked to speak to a supervisor, I got transferred to claim management department, who put me on hold twice in order for them to get a hold of the contractor, then eventually my call got cut off. Shanika did call me back to tell me that the heat pump unit does not need to be replaced and only need to change compressor but they need the compressor model and part numbers to move forward. She stated that the brand new compressor was put in last September 2016. I asked her when will this be done as it has been over a month and she provided the standard response: We will try to get this resolved for you as soon as we can. Then I was told that additional information is needed such as parts and model number. I said, if a brand new compressor was put in on September 2016, would the record on my 2-10 accounts show the part and model numbers? No response. First, she was neither the person who came out to the house nor the expert, how would she determine that the entire unit does not need to be replaced? Second, if the compressor was new and was put in back in September 2016, shouldn't that work order be on file for her to look up model and part numbers? She said the contractor will get needed info by 7 June. 7 June I contacted 2-10 again to ask for the status, I was told the same story line, no diagnose. I had to explained again and asked her to read the record. When gotten no where, I asked for a supervisor, told that one isn’t available but that a supervisor, Devan Moore, will call me on 8 June to provide me a way forward. I asked for Devan's direct phone number, was told there isn’t one. How believable is that? 8 June, by 4:45PM, no one from 2-10 call me so I called in, I was told that they could not transfer me to Devan Moore, then a floor manager got on the phone. I explained the situation, she told me 2-10 did not receive the diagnose, I told her that 2-10 did receive on the diagnose on 6 June and the floor manager insisted that 2-10 did not receive the diagnose; only after I told her I got a voicemail to prove it, she changed her tone. She told me that she would escalate this to the contract relation department and that a supervisor will call me before COB Denver, CO time on 8 June. I informed the floor manager that if I do not hear from anyone from 2-10 by COB 8 June, I will seek legal actions. Today is 9 June, I haven’t heard from 2-10, so apparently they could careless about customer or legal actions. So more than month later, still no resolution, AC still broken, my tenants want compensations for an overheated house where they cannot sleep which affect their studies.