Complaint Review: 2-10 Home Buyer's Warranty

I purchased a one-year home warranty policy from 2-10 Home Warranty Company of 13900 East Harvard Avenue, Aurora CA 80014 (Service agreement # 10519074; last renewed 9/23/20) and have been unable to obtain any warranty service for a claim that I originated on 3/14/21. I believe this company is fraudulently collecting warranty fees, while willfully intending (rather than out of neglect) to avoid fulfilling their claims.

Insufficient customer service provides one mechanism for to avoid the filing, pursuit of, and fulfillment of warranty claims.  Contracting with irreputable appliance companies accomplishes the same outcome; an unfulfilled claim. I filed three independent claims for the same warranty issue (icemaker failure) over the last 4 months; each claim no more without successful than the last. Each claim, approximately one month apart, involved a different appliance company subcontracted by 2-10 requiring an $85 visit fee to diagnose my need for a new ice maker; each company promising me that they would initiate an order for replacement.

I attempted to reach each of these three companies 2-3 weeks after their service appointment to obtain an update. The first of the three companies (Fusion Air Conditioning; work order 8353261) never answered or returned my 10 calls prompting a second claim with 2-10. The second company (K G Appliance Repair Experts) whose phone number provided by me by 2-10 was not even an existing number, (even 2-10 couldn't reach them) prompted a third claim. That appliance repairman assured me it would take only 4-5 days to receive a new icemaker.

Having not heard anything from this third appliance company (Daybreak Appliance Repair) after 2-3 weeks of their appointment, I also attempted to reach them over several days without success. I then contacted 2-10 and was misinformed by customer service that a new icemaker had indeed been ordered and was in route. Two weeks later, I was finally able to reach the 3rd company and I was informed that they no knowledge of an icemaker order, and asked me to refer all further inquiries back to 2-10.

On June 30th, I had a one hour and 15 min call with a 2-10 customer service agent; all but 5 minutes of it placed on hold. I was told that there was actually no longer a replacement ice maker being manufactured, and that I would be receiving an email response within 4-5 business days regarding replacement of my refrigerator. Why was I not told in March that there were no replacement ice makers available? Why did it require 3 different companies to come to my house? I have had no source of ice since March.

Following 9 days without any such email responses, I was unwilling to waste another 1 hour on hold, so I sent a request on the 2-10 website for a review of my claim on July 9. This went unanswered. On July 12, I e-mailed a letter of complaint to their corporate office in Colorado, again without acknowledgement or response.

Over the last four-months, I have placed approximately 12 calls to 2-10 (average hold time was 30 minutes) and made approximately 40 attempts to reach these 3 appliance companies. I’ve wasted at least 5 hours of my time. I have read multiple similar complaints regarding this company online.