Closed on house 10 June, 2011 and moved on 17 June after Sellers vacated. A home warranty was purchased at closing.
My wife and I started experiencing airconditioning issues almost immediately after moving in so we called the home warranty hotline and were given a ticket #, and were told we would be contacted by a repair technician within 24 hours. That never happened, so we called back 72 hours later and were given the name and contact information of a different repair contractor who did make contact with us and did come to the house to evaluate/ diagnose our issue. We were told our airconditioning was working fine and to purchase a window unit to help out the existing unit.
Around the 28th of June, after we were told to purchase a window unit, my wife and I opted to upgrade to 2-10 Supreme plus Enhanced coverage for airconditioning so we had the best possible coverage and at the time of purchase, we were told that coverage started immediately. This fact is also stated on 2-10's warranty paperwork.
On 12 July, our airconditioner just couldn't get the house below 80 degrees and the upstairs where our 3 daughters sleep hit 92 degrees. It was a hot day that day as many have been here, but a 1 year old geo-thermal unit should do a better job of cooling the house. So, my wife and I opted to call someone outside the 2-10 repair network and get a second opinion.
On 13 July, the repair technician shows up and quickly identifies the issue. Our house was at 78 degrees down stairs, 86 degrees upstairs, and 62 degrees under the house. Outside it was 88 degrees. Our thermostat stays set on 76 degrees and our unit doesn't quit running as it can't cool the house down.
The repair technician had found our ductwork under the house was a complete disaster. It was a flawed design that was improperly installed. Yay, lucky me because the repair costs on something like this for our house is about 6000.00. Our home warranty would only cover about 1500.00 of that. That would be about 1500.00 I didn't have to pay if 2-10 would honor the claim.
With this new information and the contractor, we call 2-10 to set a claim and to ask them if they will authorize the repair/ replacement of the ductwork under the house with this contractor who has diagnosed the issue. 2-10 speaks with the contractor and he briefs them on all that he found as well as the possible repair/ replacement costs. 2-10 then asks to speak to me and then told me they wanted a second opinion from one of thier "in network" contractors. I understand their stance on this and later that day and in the evening of the next day, one of their repair contractors and one of his duct designers analyze, very thoroughly, our airconditioning and give their diagnoses to 2-10. Their diagnosis mirrored the other from the outside network contractor. Bad design and improper installation that has lead to multiple leaks, blockages and water saturated ducts.
18 July, no word from 2-10 on whether they will honor the claim or not, so I call them...it has only been two weeks with no airconditioning!
2-10 informs me they will not honor the claim and give two reasons, the second of which was given because I wouldn't accept the first. The first reason given was.....I made the claim to soon after I purchased the updated coverage. The second reason given was.... they believe it to be a pre-existing problem so they will not cover it.
The coverage of the supreme and enhanced package specifically states it covers improper installation up to 1500.00. I guess that also means it must be pre-existing for it to be improperly installed.
I never expected 2-10 to pay the entire repair/ replacement cost for the ductwork under the house, just honor their portion that is supposed to be covered.