DC Energy Innovations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am insisting on my compliant and I am demanding this business to provide me with the following: -Copy of the recorded phone call with Stacey C*** on June *** in which the business said I threatened to get the system replaced.-Proof that I was rude to customer service as they claim, such as records of the phone calls which they should keep record of. -Copy of the voice messages this business claims I left to the contractor expressing satisfaction with his service-Written apology for the accusations this business made against me.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ** ***

While we appreciate our customers' concerns, this complaint iscompletely and baseless and contains absurd and accusationsWeperformed a major and expensive repair for *** ***As a courtesy, somethingother companies do not offer, we offered her the option of replacement of thefull
unitAs a warranty company, we obviously cannot just approve majorreplacements outside of the contractual obligation when our job is to get theunit operational and it could be easily repairedHowever, since in many casescustomers prefer to replace with an upgraded modern system, we offer that as anoption and extend our prices, oversee the job, and apply the repair costtowards the replacement to make it cheaper for the customerThe cost was not$it was much moreThat was simply the customer's out of pocket cost incase they wished to replace itHowever the approved repair was to replace thecoil which is an over $job and never costs anywhere near a couple ofhundred that *** *** statedTo replace a coil in a pressurized system thefreon has to be reclaimed, system vacuumed and flushed, and then re-charged andthere are non-covered procedures and aspects that are the customer's responsibilityover the covered major and expensive repair that we did approve and cover*** had other claims and one was covered and one was blatantly for a noncovered part (as clearly stated in the contract and is not covered by anyone)which she was advised right awayHSC has spent more than received from *** and we happily continue to cover legitimate claims and offer our industryleading service and coverageStatements made in this complaint are completelyfalse, inaccurate, and extremely absurd and untrue accusationsWe hope thiswas a misunderstanding on behalf of *** *** and not an attempt at slander andthat this reply clears things up a bit

This issue has been resolved and a senior supervisor is working with the customer on the logistics

The information in this complaint is not correctThe statement "not what the original contract covered" is simply falseThe contract for water heater coverage and maximums has not changed, everAlso stating that a water heater in home depot costs $is irrelevant and incompleteWhile water
heaters range in price and quality and specifications, simply purchasing one is not enough as you need a licensed plumber to remove and dispose of the bad unit, install, properly connect, and start up the new oneThis is not a free service and is not included in the $suggested by the customer priceCustomer received a very good price quote for her market area and HSC promptly gave the maximum approvalThe customer did not want to pay the difference over the maximum allowed limit and being that she stated that she did not understand why the cost was what it was, she was given a courtesy option (that is not normally authorized) to go with any unit (from home depot or elsewhere) and any plumber of her choice and that HSC would still authorize the maximum amountPerhaps the customer presumed that she could get a cheaper quote inclusive of the labor and materials aside from the actual water heater itselfCustomer then called in to cancel her contractThere was nothing wrong done by HSC or any of our agents and there were no issues reaching usCustomer was unhappy about the cap on this specific category and assumed it changed, which it never did and is as it was on the original (same) contractBecause we value our customers and because customer service is our utmost priority, as a one-time courtesy we are offering to waive the customer's deductible for this claim should she decide to stay until expiration and proceed with the claimPrevious courtesy is also still offered should the customer opt to get the unit on her own (providing it is a brand new unit and meets all code requirements) and/or use a different plumber of her choiceWe are not sure why this is a complaint as nothing wrong was done at all, but we are happy to try and assist in whatever way we can

Unfortunately this is simply information as well as an intentional miss-interpretation of the contractThe contract does not, in fact, cover you whether you cancel or notPlease refer to the cancellation policy of the contract which can be found hours a day and days a weekIt is an
annual contract and an early termination means that any claims paid out throughout the contract would have to be paid pack as the contract is not fully paid forThe claim was approved promptly upon receipt of the diagnosis and an agent worked hard to get everything in orderAll requests were considered and a dedicated agent had everything set to go for a long timeThe customer refused our services and, on a recorded line, threatened to defraud our companyThe agent correctly flagged such threats and submitted them to a supervisorA supervisor spoke to the customer and gave her the benefit if the doubt that she made such threats out of emotions at the time being, and offered options to proceed with the claim and the contractThe customer refused services again and proceeded to get the replacement done on her own with an unauthorized, and not covered, repairThen proceeded to file this complaint and blaming the agent who worked hard to get all aspects and approvals ready for the claimConversations were reviewed and no wrongdoing was found on the part of the agent or the supervisorAt this point the approval is voided as the replacement was refused and the customer refused our servicesShould the customer have any questions she may contact the supervisor assigned to the claim at ext***

This is fraudCustomer signed up with a pre-existing issue and a bad heating system which was not used in the hot summer in July when the customer signed upAt start of heating season the customer filed a claim for his bad unit and a technician was assignedThe unit had numerous issues including
physical parts bad sue to rust and corrosionCustomer was advised that the issues were not warranty issues but was still offered a generous courtesyCustomer refused the courtesy and instead threatened our company with Revdex.com complaints and bullying and cancelled and is now asking for a refundCustomer also never paid his service call which is his obligation to the technician for the service he requested and it is part of his outstanding balanceCustomer is also under the impression that he is entitled to a refund as if since attempts at fraud did not go through, he should get all his money back for tryingThis is preposterous and not the caseCustomer had service and is not entitled to any refunds of earned premiumsCustomer is in fact entitled to a pro-rated refund of unearned premiums less any costs paid out and a cancellation feeNobody advised the customer that everything would be covered and he can sign up with bad issues to get them repaired/replacedOur sales conversations are recorded and the sales department is vigorously trained and monitoredThis contract has been cancelled as per customer's request and any outstanding balances if unpaid are subject to further actions including but not limited to collections

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# *** and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
We are still waiting for the unit to be replaced and would like to keep this case open until that happens.Please do not close the case. Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:Let's first begin by addressing the incorrect comment that I provided statements on when I signed up, I signed up roughly two weeks prior to calling for service Their policy is that the plan starts several days following when you sign up and make the first payment The "trained professionals" and this company took several days to communicate with each other on what the issue was That is a fact and cannot be disputed other companies I contacted inspected the unit and deemed it was not the diagnosis that the "trained professionals" claimed it was During one of my many conversations I asked if they could send someone else to look at it and the response was simply no because that part isn't covered either I wasn't even provided the courtesy of a phone call back from a second supervisor nor another inspection of the AC/Furnace even after sharing my findings provided by three other companies and sharing my detailed inspection report which noted the AC/Furnace were in good condition and did not note any of the issues that were found later. They have made a dishonest and inappropriate claim that I signed up with them after the system stopped working and I that I left the previous company because the system was likely not covered The previous company's policy was to simply close an account when a customer moved and that I would have to reapply The previous company was NEVER contacted to look over the AC/Furnace becausethe policy did not follow us to the new home. Overall I am dissatisfied with the time it took to provide me with an answer, how my concerns over the diagnosis were dismissed, the phone call I requested but yet still have not received and the inappropriate and misleading response to my written concerns Most concerning is on how on several occasions the comment that roughly came to "you just signed up with us so it's a preexisting condition" was stated to me My question is if that phrase is included in HSC's policy and my contract? The courtesy of a phone call back, as promised, where I could have shared my findings and concerns, in addition to maybe a more thorough explanation of their policies without the use of the before mentioned phrase, the company not automatically assuming that since I called two days into the contract being active that I must be a dishonest individual may have resolved this manner but I was denied these courtesies
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We would like to apologize to *** *** for the slight delayWe assure that we are not in breach of contract and have contacted many techsThe location has proven more difficult in this busy season and many techs are booked up and unavailable for an immediate service callIt does happen from time
to time and is beyond our controlWe would also like to apologize for any lack of communication that may have happenedA claims adjuster did speak with *** *** and has authorized to approve the claim without determining if it is covered or not and we will be sending *** *** a check for the maximum allowed cap for the annual warranty periodThis situation has been resolved

There is nothing new in this rejectionThis is nothing short of an unethical, false, disheartening and intentional attempt by an individual to bully an honest company into paying their billsWhile their house may have been bought in January of 2015, they only signed dup for our warranty service on January (whole years later)If they claim to have been with another, unaffiliated company, then it has nothing to do with us and they can contact that company if that is the caseCustomer's statements regarding us not speaking to the service company or about our supervisor yelling at them are absurdConversations and other correspondences have been reviewed and these are blatantly statementsHere is an example of the customer's ccorrespondence with one of our representatives: “Y** *** * *** *** *** * *** *** *** *** *** *** ** *** ** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** ** ** ** ***” This is one of numerous unethical attempts by the customer to do what is wrongBlatantly fabricating facts and providing information and making complaints with the Revdex.com is anotherThe case is rather simpleCustomer had, in fact, a non-covered systemThey were offered a lot of money as a courtesy in an attempt to retain a customer and make them happy and because customer service is our utmost prioritiesCustomer instead refused the courtesy and opted to pursue this unethical route instead. There are no new facts provided in this rejectionThis account is under review and the case is closedNo further courtesies can be offered on this account as they were refused

This is not a customer of HSC and has nothing to do with our services or products.This is a disgruntled former employee who has stolen property and equipmentfrom our company, billed us and was paid for work she never actually did, hasposted proprietary company information online as well as
slander anddefamationShe received some test emails from our testing server with fakeinformation and used it as yet another illegal act she can do against ourcompanyA police report is being filed in both her alleged places of residenceand legal action is being considered as wellPlease remove this from ourrecords as it has nothing to do with our business and everything to do with thecomplainant's criminal intent

The information provided in this complaint is and this account, unfortunately, is being reviewed for fraud due to the actions, statements, and clear signs of itThe customer signed up in the winter when the air conditioner is not used with a bad system which needed repair/replacementUpon
turning the unit on for the summer season the customer filed a claimA company with a good track record for many years was immediately assigned and went out to diagnose the systemTheir findings were that the system was poorly and improperly installed and, more importantly, was missing a lot of Freon due to a leakThe system still had pressure indicating there were no holes or openings of valves but rather a leakThis is clearly an issue which existed at the minimum from the previous summer as it takes time for such a leak to develop and for the pressure to slowly drop so lowHowever, HSC got he pressure back to and filled the unit up as a courtesy for the customer and advised that this is not a warranty covered issueThree weeks later the customer filed another claim for the same non covered issue and the system was again low on Freon indicating that the leak is large and even older than originally thoughtWhen the customer was advised of the findings, a barrage of statements, threats of complaints and defamation, and extremely rude and unprofessional behavior took placeThe customer told a supervisor that the technician was offering her services outside ours on the side and bad mouthed the technicianWhile service companies are free to offer their services and that is something that is out of our control, we have a statement from the technician that he did not do such a thing and was surprised to hear what the customer had to say as he said that she was very nice and was very happy with them and even had voicemails from the customer showing that she was very happy with themWe provided this to the customer at which point she just continuously yelled phrases such as "*** *** *** ** *** ** ***" and "* *** *** *** *** *** ** *** *** *** **"Customer has complained about the phone etiquette of the supervisor she spoke to, upon reviewing those conversations and a statement from the supervisor those statements were also found to be falseThe supervisor stuck to procedure and was courteous and even had a courtesy to offer and the customer was extremely rude and made numerous threats and demandsCustomer has posted numerous reviews and this complaint with complete mis-informationThe repair she suggested was allegedly done with her own technician is not what a professional technician with a proven record diagnosed and does not make sense for the price she claims in this complaint she paid for itThe price is, however, fully in line with the cost of the repair needed as diagnosed and quoted by our technicianCustomer signed up with a bad unit, showed that it was planned and intentional, was caught on numerous statements, posted complaints, and will be reviewed for warranty fraudCourtesies previously offered and approved are void and no longer offeredAny outstanding balances will be billed should the account be deemed as fraudulentA supervisor has numerously attempted to contact and speak to the customer, despite the blatant comments and slander against the agent by the customer, and courteously continues to sustain an open line of communicationWhile we appreciate our customer's concerns and feedback - we feel that it is important for the information to be transparent and factually correctShould the customer have any questions she can contact the supervisor assigned to the caseThe even more absurd statements about paying taxes and freedom of speech will not be entertainedThe account will be reviewed and handled and reported accordinglyThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I then contacted the company directly and spoke with a supervisor and we have reached a resolution that is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Per the company's response below“The customer requested that the agent just sends her money to buy a unit which, unfortunately, we are unable to do and is not a service we provide.” -This is falseWhy on earth would we ask them to just “send us money”? We want our unit repaired or replaced per our original conversations/agreement we had when we signed upThe ONLY money I have asked for is a refund of all months worth of $monthly fees we paid them for a service we ultimately cannot use If we had money to just purchase a new unit and wait to be reimbursed we would not have signed up for this program to protect the investments we already haveI'd like a refund of the $we have paid them thus farTHAT might help us buy a new unit since the service we thought was provided to us is unable to help repair/ replace the unit we have. The actual claim form asks if you have a window unit, the brand and allWhy would you ask that AND attempt to send multiple service contractors otherwise? Also, we made the claim on Saturday and has spoke with different representatives plus contractor yesterday and FINALLY got a supervisor callback todayThis has become one big costly hassle and headache
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

This claim has been resolvedThe full system is being replaced

We apologize for any delays you may have experiencedA supervisor was assigned and has reached out to the customer and the issue has been resolved

This is a very easy and clear caseThe customer claims they have been with HSC for monthsThat is actually incorrect they were with us for about a month when the claim was filedThey filed a claim for their furnace which has not been used since LAST WINTERUpon sending out a professional, it
was found that the heat exchanger is cracked due to rust and corrosionIf the customer's physically impossible claim is assumed correct just for the sake of the argument, then the customer is suggesting that the previous cold season was during the hot summer and they used their furnace during the hot summer (which would be unsafe and against manufacturer's intended use of the system)Besides having cracked due to being rusted out and corroded, customer's issue is blatantly and clearly pre-existing to the contract start dateThis is not subject to coverage for numerous major reasons according to the contract and the customer requested to cancel their contract because it is not covered, further indicating that they signed up specifically to get this issue done (as was indirectly admitted with her statements in the complaint)This complaint is completely and should not be on our record

This customer and her account have already been sent for reviewand deemed as fraudShe knowingly and intentionally signed up with a badsystem to get it repaired/replacedShe filed a claim on day one of contract,cancelled it when informed that anything deemed as pre-existing is not covered,waited
days and re-filed the same claimA top rated, and one of our bestnationwide contractors, was assigned and went to her homeThe issue is amillion percent pre-existing among other thingsThe service ticket she isreferring to has nothing to do with our report and statement from the techHecannot possibly write pre-existing on it as at that time he is not eveninformed when the customer signed upThe customers disconnect was off, as inanother tech was already out there, tampered with the unit and left it withoutputting it back to how it was (customer clearly knew the unit was bad), and thesystem is missing most of its freon which also takes much more than days,and certainly much, much more than a day to leak outTags were all eitherfaded or missingThis is blatant and intentional fraudPer the contract thisis not only not covered but simply not a service we provideWe have thetechnician's statement and that of our trained employees that this is clearlyan issue existing prior to the start of the contract and not to mention thecustomer is on record filing claims for it and requesting service and askingabout it on day one of contractShe was explained and advised of all this manytimes and this is NOT a misunderstanding of coverage or a mistakeThis hasalready been deemed as intentional fraud and pending review it may be reportedaccordingly and handled by our legal departmentThis complaint is nothing butslander and defamation and will be handled accordinglyThere is nothingentitled to the customer on this claim and should the account be cancelled dueto fraud she will have outstanding balances for everything that was paid outfor fraudulent claims. Other warranty and insurance companiesshould be notified as well

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:Perhaps HSC warranty needs to review the contract they entered into with me Clothes Washer: (Standard Coverage)COVERED: You're covered for the repair or replacement of components and parts that malfunction due to wear and tear, except:NOT COVERED: Plastic mini-tubs; soap dispensers; filter screens; noise; knobs and dials; odors; damage to clothing; latch assemblies; warping; drawers; touchpadsMy washing machine failed due to the tub bearing wearing outThis is a wear and tear item and therefore HSC is contractually obligated to fulfill their end of the contracted agreementThe technician HSC sent out to our house told my wife that the failure is covered and the repair costs would exceed the replacement costTheir attempt to pay me off with a $check is insultingI just hope enough people hold them accountable for their end of the contract. Additionally, as an Air Force officer of over years who has deployed to the Middle East times in support of my country, I find it very offensive that they are attempting to challenge my integrity with their non-fact based comments.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
When I signed for coverage in June my A/C system was working as intended in cooling my homeI fully disclosed all what I know about the A/C system as part of the signup and that include the system model/make/ageSo HSC knows how old the system is and the potential issues it could develop yet they accpted the risk amd entered into a contract agreement to protect it and started charging me monthly fees for the last three monthsBut when the system stopped working in September **, and their technician found a leak problem that is too expensive for them to fix or replace they decided not to honor their commitmentInitially they told me that the problem must have developed over time and went undetected and now they are saying that I knew about the problem and chose to sign up with them and stay without air conditioning throughout the summer so I can fraud them and file a complain when the weather started to cool down?!!! But this is nothing new for this company please see attached consumer reviews from other customers in the famous YELP website including mine which they consider slander and tried to blackmail me from publishing it as they did with other customers before me.Attached is also the letter in which they offered to waive the cancellation fee and refund my money if I did not write unfavorable review against them and please note the name of a different customer at the signature line at the bottom which tells me that this is a standard letter that they send out to disappointed customers in an attempt to buy their silence.Thanks,
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***