2-10 Home Buyers Warranty [HBW]

A few weeks ago summer temperatures reached mid 90s and our AC stopped cooling. We placed a service request on 6/6/20 on the 2-10 online site. Internal temperatures reached 90 degrees in the house and we work from home due to Covid.

The contractor assigned (LK Mechanical) had been previously assigned when the same failure occurred the previous summer. The contractor had never reached out nor could be reached the previous time, and the same occurred again. After being unable to reach the contractor to schedule an appointment (90 deg still in the house), the warranty company said they could/would not assign the request to another contractor until the full allotted time had expired that the contractor could respond in since the request came at the beginning of a weekend. Meanwhile we're still baking. The warranty staff said that I could alternatively find someone myself to come out and fix the problem as long as I got the work authorized first. After contacting a local company, a technician came out on 6/11/20 to diagnose the problem. The technician proceeded to give me a broken down quote for both a required charge (refrigerant was low) and a coil cleaning. 2-10 claimed they would not cover the cleaning as that is considered maintenance ($124) but would cover the recharging the unit ($279 for 1.5 lbs of R22 plus labor and service call fee). I cleared the $279 pricing with 2-10 on the phone while the AC person was at my house. They notified me that the cost would indeed be covered minus a $100 service fee (I understand this is policy but it's appalling that the company requires you to pay the $100 service fee when they fail to get or arrange a contractor and your forced to make the arrangements yourself). I was frustrated that after paying $750 days earlier to renew the warranty, on a $400 work total, 2-10 was only going to pay $179 after we've been cooking in our house to attempt to save some money by using their service. I accepted the result gave the ok to do the work and submitted the invoice.

Yesterday 6/25/20, I received a check from 2-10 for $37... I spent 2 hours on the phone with their claims department and was not helped in anyway by Tamika a supervisor after discussion with the floor operator went nowhere.

Tamika explained a few things: 1) Although the work to charge the unit was authorized (and price was given over the phone to do so before work was done), the company would only pay $137 for a refrigerant charge, minus $100 so I was eligible for $37 because I used an out of network contractor 2) The company will not assign a different contractor even at the homeowners request until the full time has expired by which the contractor has to respond. This is inflexible and doesn't matter if the house is 90+ degrees and your working from home with children and have had previous bad experiences with the assigned contractor.
3) Even though it had been 4 days of 90+ degrees in the house and their contractor had not responded and they would not assign a new one (at which time the clock starts over), I was not "forced" to find my own contractor and therefor there's nothing that the company was willing cover past $37 on a $400 fix days after I payed $750 for "Supreme Coverage".

At this point I just feel scammed.

I purchased the agreement on 4/19/2020 and they had a 30 day wait so the effective date was 5/19/2020. Unfortunately I had to request a service claim on 5/31/2020 for my ac not blowing cold air, where they eventually denied it after a contractor came to diagnose saying that there was a job done related to the mentioned claim. They should understand that we moved in two years ago to a house that's not brand new and according to their q&a facts (see attached copy) that it doesn't matter how old is the home as long as the equipment/appliance is working, I can attest that the ac unit has been working fine since we moved in; according to 2-10 the contractor said that there might be a job done prior, we wont know that history since as mentioned it's not a new home. Talking about inspection, also in their q&a facts (see copy attached) they do not require inspection and still they denied our claim. I have been a customer for so long since our other home in 2006 and they can see my claims history that I only filed claims once or twice when it was really necessary.

They advertised that having a warranty gives us peace of mind but that's not true, all we have is worry and frustrations. To top it all it's so hard to contact them, you have to have a lot of patience and time to be able to wait and get a hold of someone.

There's not even an option to cancel our agreement online and I want to get out of the contract.