Complaint Review: 2-10 Home Warranty

2-10 came with the purchase of my home. My a/c went out last month (Arizona in July...). The contractor they sent out was shoddy and did not diagnose the problem correctly.  I called back 10 days ago to report the a/c had stopped entirely.  2-10 sent the same contractor back (in spite of my protests). The contractor found that an evap coil needed to be ordered.  The following day I receive a phone call from Omar at 2-10 that they need my permissin to orfer the part as it will be 10-12 days. I call 7 times over the next few days but cannot get through.  I also, during this time, receive an email indicating that the part was ordered and would be delivered on Aug 22.  

Aug 22nd, Omar calls and leaves a message the part will be an additionbal 10-12 days but it is the only real option I have (they offered me a 'buy out' but I am not in the a/c business and really don't want to take on the repair myself. I explain this to supervisor Scott. He assures me the part will be ordered.

I ask that they please provide me with some relief during the wait.  Transferred to Guy in claims who offers $250 towards a portable unit. I gratefully accept.   

August 23rd, local contractor calls to tell me that the order has been cancelled. I assure him this cannot possibly be the case-its been straightened out-the part is on its way.  I decied, though, to call 2-10 back just to be sure. I speak with Susie who can't tell me, based on what she sees on her computer, whether the part has been cancelled. She transfers me to purchasing where Kyle tells me it is an 8 minute wait for purchasing, he is quite busy, what do I need.... I try to explaint he situation but he interrupts, tells me he doesn't want to hear the whole story...rude, arrogant, condescendig, everyhting you would not want in a customer service rep.  Finally, I jsut ask to speak to a supervisor. Kyle tells me that if I am transferred, he won't do anything with my order-it will sit and not move forward. I am shocked at the nastiness of this person. He makes another attempt at the end to try and get me to back down from the transfer to super by repeating that my order won't go anywhere if he transfers me. It was just so icky-like he was/could/would hold the order hostage if I complained.  I left a message with a superviosr but have not heard back.  So my part has not been ordered and I don't know where to go from here.  I am simply dumbfounded at the incompetence of this company. I will go the BBB, and FTC next in addition to posting all over Facebook and relaying the story local realtors who use this company (I know many here, fortunately). 

I paid for the service fee with a credit card... if that helps me at all.

Laurie

Tucson, AZ 85710