DC Energy Innovations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I had no idea of the faulty system and had Choice Warranty insurance prior. Why would I cancel a service that I already had that I knew would cover to go to someone else that i9 thought would not. Never had a contract with this company. Could have been through my ex-husband putting it in my name which I already have a case in court for other things he did. How am I to know as a non-expert of a heating system that the furnace had a pre-existing condition. There were no prior challenges there were no prior noises until the day it happened. But luckily I was able to get back with Choice warranty and they covered it. My furnace is fixed.  My monthly amount is cheaper. My service charge is cheaper.  And I receive my refund for my initial enrollment fee, and I'm satisfied with that.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Thank you SO VERY much for your assistance with this!
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
  I received a phone call today 9/**/17 from the Home...

Service Club and they are in the process of ordering me a new wash machine. Thank you

An agent has been trying to reach the customer this week but to no avail. Please contact us at your earliest convenience for assistance on this claim. Thank you.

The information and implications in this complaint are incorrect. This has, however, since been explained to the customer and resolved. Customer's signed authorization has been received and the technician will have the equipment available shortly and should be in contact with the customer to...

schedule the job.

Some key information in this complaint is not correct and we are happy to address. Window units are NOT covered as per the contract. Wall units are covered (up to 3 units) only if they are the only and primary source of cooling in the home. Window units are not covered under the home warranty....

Customer has an LG LW1213ER regular window air conditioner which is not a covered item. Customer was advised of this and then offered a courtesy towards replacement anyway. There were no issues with call backs or reaching us and the claim is on its 2nd business day and has been fully addressed and a dedicated agent has even offered the customer a courtesy. 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. The agent offered the customer an approved amount based on the price of the same exact unit online less the customer's deductible as if it was covered, even though it is not. We would need to receive a purchase invoice in order to reimburse the customer the approved amount. Also at this point the customer would have to sign a claim settlement agreement which outlines the courtesy and actions taken, to avoid any future misunderstandings and erroneous complaints.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 My contract was cancelled within 30 days per the information quoted from HSC supervisor, Jessica P[redacted].  My policy began on June **, 2016 and I cancelled on July **, 2016.  Seeing as HSC is unwilling to honor it's contract by repairing the items in question or refunding my payments due to my cancellation of the policy, I will explore other legal remedies.  I was willing to accept the refund of my payments and move on, but if this is how HSC wants to treat its customers, they only have themselves to blame.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The information stated in the complaint is not correct. The account was never cancelled, the account was never even requested to be cancelled. in fact, the last action on the account was a reimbursement authorized for a customer for which we were awaiting on the invoice for. The account was simply...

in bad standing as the customer's form of payment was declined. The charges have since gone through and the account was automatically brought to good standing on an auto-bill setting as requested and signed up for by the customer. The account expired on February [redacted], 2017. It has been removed from automatic renew upon expiration and this false complaint will serve as the first and only notice of the customer's desire to cancel. A supervisor has been assigned to contact the customer in regards to her balances after the customer called our customer service department and before this false complaint.

This claim was processed and was worked on and the customer received correct updates when inquiring. Unfortunately not every single claim can be assigned immediately and we apologize for the slight delay. Some areas are more difficult than others and we do rely on local service providers in the...

customer's area who at times may be booked up. While we try to get every claim assigned as quickly as possible, and are known to be very fast, such success is not guaranteed and at times it may take a little longer. This claim has already been assigned and a technician has already visited the location and diagnosed the system. Thank you.

There is nothing new in this rejection. In fact, it is difficult to even make out what the rejection means and what the customer is pretending to not understand in the previous responses. The execution of policies was perfect and to the letter of the policy, literally. The facts presented were indisputable, literally. The local technician inspected the unit on site, not from hundreds of miles away. Again, literally. The customer attempted to commit blatant fraud, and the perfect execution of policies prevented him from doing so, as should be. Not only does HSC reserve the right to make determinations, but the due diligence and facts on this matter could not have been any better or clearer from our side. This case is closed and being handled accordingly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[When I contacted Ms. B[redacted], she did not offer the resolution proposed on your website.  It was not offered until I asked about it.  Nonetheless, their request that I pay them $324 is ludicrous.  During my 17 months as an HSC customer, I only submitted four claims.  The last two were never completed (faucet and clothes washer).  HSC promised to refund me $94 for the faucet I purchased for my kitchen.  To-date, I've not received anything from HSC.  The waiver was never mentioned prior to my purchase or submission of the receipt (see attached documents).  Had I known they expected me to sign the waiver, I would have never made the purchase.  Additionally, I had to purchase a new clothes washer (and dryer) because the washer was not properly fixed by their contractor.  No one should be expected to pay for a service that is not completed.  Instead of paying $250 to fix a washer that conveyed with my home, it made perfect sense to purchase a new one.  HSC is trying to keep me as a customer against my will. The solutions they offer are to pay them or remain until the end of the contract term.  Ironically, it's interesting to note that they are trying to enforce a contract that is written for pre-paid policies while their customers are placed on monthly payment plans.  I've subscribed to other warranty companies and this is by far the worst.  Never have I been penalized for cancelling nor have I experienced such poor and manipulative customer service.  This is an abusive debt collection practice.  The only party benefitting in this relationship is HSC and I want out....please.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My complaint has not been resolved due to previous and continued level of subpar customer service I've received from HSC. At this point I believe it is obvious why this company has not been accredited by and received over 150 complaints to the Revdex.com. The accusations being made by HSC about my attempts to disregard the contract and dictate costs are equally preposterous. Here are the FACTS... Once this claim was created I waited for a week while HSC "verified serial numbers" with the contractor. Yet, when I spoke to the contractor myself I was told that they have not been contacted since the day they left my house and HSC had all information required to move along with this claim. I was told the same thing each time that I called in "Sorry we are verifying serial numbers with the contractor to make sure the right part gets ordered." So at this point I'm a bit agitated and confused as to who is being untruthful but eager to move along with my repair. It isn't until I get the total price of the unit that I decide to do my due diligence like any normal customer would do. I look at other prices of A/C's similar to the one being suggestion for comparison. This is where I see the discrepancy in pricing and so I ask the Claims Supervisor ([redacted]), 1. Is it possible to get a lower price model? Because I see a few on various websites listed cheaper than what your offering. 2. Can I choose which model is being installed in my home? She answered both of those questions with "No. Our policy is our policy but you are more than welcome to cancel your service and go with another contractor." Some customer service you provide if you continually give your customer the option of cancelling his service... A little effort to help would be nice. A few important points here... 1. Never did I get anyone to try and buy another "unwarranted model" online to get out of paying full price for a new unit. I sent 2-3 emails with model numbers for mere reference that other models of A/Cs were a match for my home as stated and recorded in our phone conversations. 2. When I ask to see or if we could go over these policies preventing her of doing either I was told "No. But Sir you can cancel your service if you'd like" 3. I finally give in and say "Ok, well at the least can I get a copy of an itemized receipt so I know what I'm paying for?" Again I'm told "No. Sir I've given you all the information I have you are more than welcome to cancel your service if you don't want to move ahead with HSC. It has become apparent now that this is clearly an issue of horrendous customer service and incompetence. I was later told that she could provide me with an itemized receipt which she sent via email. I then had to explain exactly was an itemized receipt was and what it looked like to her because she clearly has no idea. The fact that when I ask questions about a service that I'm paying for to ensure that I'm getting treated respectably and not being scammed yet I'm continually offered to cancel my service is absurd to me. Lastly I contact the contractor once again and to my surprise Samantha has just spoken to them and told Keith (Owner) "Do not speak to Mr.[redacted] about my claim." This would be understandable if there were attempts to contract him directly to find a lower price but this was not the case. In all of our conversation we only spoke about timeline to see whose end the hang-up was on, HSC or his. During this conversation he did express concern himself because he thought it was absurd someone from HSC would portray themselves and their company in this manner and that it indeed gives his business who only operates off word of mouth a bad name to customers. This call was later denied by Samantha. After seeing the amount of complaints this company received and the nature in which they occurred I began recording my phone calls for my record. I felt as if I each time I spoke to Samantha on the phone my words and intentions were being mischaracterized and that she was being extremely untruthful. It should be obvious that this was my only defense to ensure my words weren't being twisted and manipulated in order to gloss over the level of customer service not being upheld by a company that preaches it. I see now that this was lost on Samantha as well as whom ever has written this letter. Yet, once I did begin recording my phone conversations something strange started happening. Outside of Samantha actually attempting to act respectable she went against her previous policy and said she could look into other model numbers for me and offer different prices. Not only that but during our previous phone calls when I asked to speak with someone to make a complaint I was told that I could only call the customer care line and that she did not have any supervisor to make a complaint to . I later found out that speaking with a supervisor not within the Claim Department is the proper procedure and Samantha was either being purposefully obtuse or just purposefully facetious. Either way I find to be unacceptable and apparently so does HSC because this is one of the five areas it has informed the Revdex.com is would make changes to. So in closing, this entire response is clearly speaking to at least 3 of the 5 areas to where HSC has already agreed to make changes to. I've been lied to and decisively lead down the wrong path by a customer service department/Claims manager who clearly needs a lot more training and handholding. Looks like there is much work to be done. Hopefully this isn't over the head of whom ever chooses to review it.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

While it is easy to make false up claims, and while we appreciate everyone's feedback, there are easy and simple facts and truths that are undeniable. The customer consciously and intentionally purchased a home warranty plan which does not cover conditions existing prior to the start date of the...

contract. She then immediately filed a claim for her air conditioner, at the start of the contract. HSC has dispatched a technician who diagnosed the system. The initial diagnosis was for a broken motor, which had to be replaced (for hundreds of dollars) before anything further can be diagnosed. Despite this being a pre-existing condition, HSC has fully approved the repair as a courtesy. However, the customer was advised on the telephone by an agent upon approval that this was a courtesy approval and should there be other pre-existing issues they would not be subject to coverage. Upon replacement of the motor, it was found that the unit was missing 7 out of the 12 pounds of Freon which has leaked out. This means that a tiny invisible leak developed in metal coils, which takes months if not years, then the Freon has slowly leaked out enough to significantly drop the pressure of the system (which also takes a very long time), and then the motor broke and the customer, against all facts and having known this, claims that it all somehow happened in a matter of a few days. Not only does the customer attempt to defy blatant reality, but she then resorts to filing false Revdex.com complaints and makes statements such as: "they can come back with anything and say pre-existing" and "company only looks to make money and not help people". This is after we have approved hundreds of dollars after only receiving one month's premium of $36.95 from the customer for a non covered repair specifically to help her, on top of offering assistance with replacement - all above and beyond any contractual obligations or coverage. No good deed goes unpunished. It is the actions of the customer that are unethical at best, and evidently fraudulent in intent. HSC is an honest company and often helps people above what their coverage provides. We believe it is important to remain within the scope of reality and truth which show the clear facts of the situation as opposed to fabricated false statements intended to obtain something that is otherwise not yours. It is extremely sad to see people abuse the Revdex.com platform with dishonest claims for selfish benefits. HSC is willing to give the customer the benefit of the doubt and honor the offered courtesy towards the motor repair and assistance in replacing the system which we do not have to entertain. However, all courtesies will be voided if the fraudulent actions continue and the account will be sent to the fraud prevention department.

1. Asking to go with an unauthorized company specifically because they offer financing, is the same as asking for financing. 2. What is fair and just is what is contractual. All else offered over and over are courtesies above and beyond. Bias opinions do not change definitions.  3. All courtesies are conditional and act as a final settlement. Customer has the option to accept or decline. HSC has done nothing wrong, went by the book, and offered a lot above and beyond any contractual obligations. Fabricating opinions don pot change that.  4. Customer was, yet again, offered a courtesy and an increased amount from a supervisor. Customer agreed and then declined specifically because he has intentions of further attempting to get more. This was the FINAL courtesy offer. Should the customer wish to accept we will be happy to honor it and proceed. Should the customer wish to decline we will close the claim contractually as should be.  5. It is saddening to see comments about treatment and hard earned money when people make false complaints because the facts and the contractual service they themselves purchased is not more than what it is and when their decisions against the service is blamed on others.  6. There is no new information on this rejection. We have outlined everything again and have already reached out with yet another increased offer (which was again accepted and then declined specifically stating desire to accept the money but not as a final settlement. This case is considered closed.  7. Customer has a continuous open line of communication in either case should he make a decision and wish to reach out.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The company declared it would not replace my air conditioner.  Additionally, the company is attempting to deflect fraud on its part.  I have no problem with the Company's written policy but rather the manner in which conclusions were drawn as they are not based on verifiable data.  The company accepted payment for a policy and decided not to honor the policy by stating the problem with the air conditioning unit was a pre-existing condition.   Here is the data:1.  The home warranty was purchased by the home Seller.     2.  The company did not perform an inspection of the air conditioner unit or other appliances covered by the warranty before issuing the warranty, accepting payment from the Seller of approximately $551.3.  Upon purchasing the home, the air conditioning unit was in good working order; it produced cool air and maintained temperature and humidity in the home appropriately.4.  The air conditioner stopped working properly several weeks after purchase.5.  I called the warranty company to send its own contracted technician to service the unit. 6.  The technician advised that the air conditioner had a low freon level and the unit would likely need to be replaced. While the company demanded the unit's problem was a pre-existing condition because it "just know" these things, the conclusions that can be supported by the facts:1.  The leak could have occurred at any point between the time of purchasing the home and when I called the warranty company.  Without having performed an inspection of the unit to writing the warranty, the company cannot definitively verify the leak was a pre-existing condition.2.  It is very possible that the company considers all claims as pre-existing conditions and never or very rarely (for the sake of maintaining appearances) honors the warranty.   Other questions I asked the company but were not answered:1.  Who made the decision that the unit's issue was pre-existing?  What are his/her/their credentials and where were they trained?  What facts did they have to support their conclusion?2.  Who is the CEO/CFO/COO/President?3.  How many claims does the company review in a year?  How many of those claims result in a beneficial outcome to the warranty-holder and to what extent?4.  The company threatened to refer my case to it fraud investigation department while we were on the phone, and I emphatically encouraged them to do so. It is not surprising that the company is not replacing the air conditioner unit.Home warranty companies only charge $550 or so per year for their warranties.  If they actually acted in accordance with what consumers thought they were buying, the companies would be out of business in a few months.   
Sincerely,
[redacted]

Please see our previous replies. At this point the misinformationstated in the rejection is not only false, but childish and repetitive.Everything was, in fact, addressed. It was addressed in detail and much bettersolutions and service was then offered. The customer, on the other hand,refused to mention the causes of the issues as well as the proper informationabout their system and reasons why they insist on using a technician who was incorrectand more expensive. All this, however, was written off in good faith by HSC asa misunderstanding and a second service man was dispatched without extra costto the customer, a proper diagnosis and system information were obtained, acheaper price secured, and courtesy service offered above and beyond anycontractual obligation. The customer, however, continues to insist on repeatingblatantly wrong and clearly mal-intended defamatory accusations despitecomplete lack of truth. A supervisor was nonetheless assigned to this case andhas been in contact with the customer. She can also be contacted at her directext.[redacted]. There is nothing else and nothing new on this case. We have not onlydone nothing wrong, but have gone above and beyond to help [redacted] in manyways. There are no further courtesies that can be applied.

Customer signed up with a bad system and filed numerous non-covered claims. Both the issues were not covered as per the contract and on top of all the conditions were existing prior to the start date of the contract. It is important to note that HSC is strictly a home warranty company and does not...

offer home improvement services, upgrades, remodeling, or general contracting services. Our service is not for people to sign up for with aging and defective systems and at no point ever was such a claim advertised. Whether the customer's claims of not knowing the issues are sincere or intentional have no relevance on the fact that it is not subject to coverage. We prefer to give the benefit of the doubt to the case that it is not intentional and the customer was not attempting to defraud our company. However, issues that are either existing prior to the start date of the contract or non covered for other reasons are not subject to coverage.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is a continuation of the initial complaint.  Due to the fact that their contractor did not receive approvals quick enough from this company, they did not finish the job until well pazt a month later and therefore I didn't have all of the information to respond.  I do not recommend using this company for any business needs.  Please retain this complaint on record.  
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

A [redacted] has worked on this claim and spoken to [redacted] and this claim has been resolved.

There was and is absolutely nothing wrong with this claim and thefact that there is a complaint on our record is disheartening and absurd. Thisneeded a lot of review and decisions and is a big job. The service is notguaranteed to be instant. A technician was assigned promptly, unit wasdiagnosed,...

reviewed, approved, and covered for 2 very expensive repairs. Pleaseremove this from our records.