Not Reliable - Do Not Be Fooled By Promises Of Great Service
Our AC unit stopped working on a Friday afternoon. We filed a claim with 2-10. We were informed that a technician would be sent out on Monday since they don't make service calls on the weekend. So, we spent the entire weekend without any AC in the scorching Georgia heat. The technician arrives early Monday morning and identifies the issue as leaking evaporator coils. Later that day we are contacted by the service company, not 2-10, explaining that the warranty claim has been denied. An email later arrives from 2-10 stating that if we want to know more about the status of the claim, we have to call the customer service number. I called the number and was told that the claim was denied because evaporator coils are not covered under the warranty. However, with the warranty agreement right in front of me, I question where it states that. It doesn't. In fact, it implies the opposite by stating "all parts and components of the permanently installed air conditioning systems up to a 5-ton capacity" are covered (ours is a 3-ton) and that a “Covered Breakdown” includes “wear and tear, insufficient maintenance, rust” and more. I am then transferred to the claims department because the customer service representative is not able to answer any questions about the denial. The claims department then tells me that there must be another reason that the claim got denied, since evaporator coils should be covered under the warranty, but cannot tell me exactly what that reason is. I am told that I will receive a call the following day for a more detailed explanation of the denial. Suffice it to say, I am incredibly suspicious of their intentions since I am being told something that is blatantly false based on the written agreement that I am reading and the fact that I get different answers depending on who I am speaking to. I never received a call the next day to discuss the claim further and at that point we had been nearly a full week without AC. I am cancelling this warranty plan and will likely never trust a warranty company again. In summary, 2-10: - Is slow to provide service; - Denies claims without proper explanation, requiring the customer to investigate the reasoning themselves; - Falsely asserts that certain parts are not covered under the warranty when their written agreement states otherwise; - And does not follow up on claim denials when asked Do not waste your time and money trusting this company to be there when you need them. Edit: While attempting to cancel the warranty plan, I received yet another explanation for the denied claim; that being that the leak was considered “preexisting”, as in it occurred prior to the warranty being established. How did they determine that the leak had happened before I bought the warranty? No idea. It sounds like a vague, convenient standard they can use to deny any claims that don’t suit their targeted profit margins.
By Hizashi