DC Energy Innovations

Unfortunately everything stated in this complaint is a total misrepresentation of facts. This account has been flagged and will be reviewed by our Fraud Prevention Department and may be subject to cancellation. The customer signed up with a bad system with intentions to get it replaced - not a...

service we provide as clearly stated in our contract and is attempted warranty fraud when done intentionally. Upon discovering that we will not be covering pre-existing conditions as it is not a service we provide, the customer began threatening. Customer's statement herein are completely false. A supervisor did attempt to help and did offer courtesies including a lot of money outside any contractual obligations and just to help the customer and because customer service and customer retention are our utmost priorities. However, all courtesies previously offered are now void. Nobody yelled at the customer (everyone, in fact, were exceptionally nice and took a lot from the customer while remaining professional) who, in turn, was extremely rude and threatening to a female representative and made statements such as: "[redacted]", "[redacted]", "[redacted]", etc. Customer was not hiding the fact that he is attempting to unethically bully us into paying for his bills outside any contractual obligation. Customer's claims regarding the technician are also incorrect. As per the customer's contract, issues existing prior to the start date of the contract are not subject to coverage, it is simply not a service we provide. We are strictly a home warranty company and do not provide any general contracting, home improvement, or remodeling services. Also as per the contract, it may be subject to cancellation. This account will be reviewed and should anything be deemed as fraud, the contract will be cancelled, reported, and any outstanding balances due will be subject to further actions including but not limited to collections. Should any refunds be due they will be issued accordingly. It is unfortunate that such are the extents to which people go in order to obtain what they are not entitled to. It is now very evident that there wasw no miscommunication. The customer planned and very well and knew what they were going to do, were fully aware of everything every step of the way, and have showed clear intentions. HSC is an honest company and provides reputable service and will remain so despite such attempts. Should the customer have any questions they may contact the supervisor assigned to the case.

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:

  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
First of all if I did not want my AC unit inspected
by HSC I would not have contacted HSC. So your tactic theory is as crazy as it sounds.  Second I did as I was instructed after
talking to their customer service by faxing the receipts to HSC they told me
they would review the claim, and see what they could do. My husband and I did
as we were instructed. I don’t think that constitutes as not wanting their
service.  After seeing some of the
complaints I see almost all the homeowners got the same response from this company. The
homeowner is lying or trying to cheat them. I have filed 2 claims and both
times I have had to follow up with the company on the status myself. They do
not send an email, phone call nothing while you sit and wait.  Either you call them or you wait.  As for cancelling the plan we were
told to contact them before the plan expired if we chose to renew it. Never
heard anything about auto renewal. Also normally you are contacted via email or
snail mail your contract is about to expire  so you know you need to renew it if you choose.
True we no longer have service with them but this claim was placed when we were
covered by HSC. This to me is bad business when you don’t try and work with the
customer you are supplying a service to. 
So even though the company contacted us  7/**/ 15 and left a message for us to call which we did and again did not hear back about some
sort of complimentary service. I left a message with my name and phone number no reply so I would not recommend this company. They should have at least been up front about things and not review stuff to death just to tell you what you already expected you would get from them nothing That was a waste of my time and energy to get them what they requested. NOT GOOD BUSINESS

There is again incomplete information in this complaint andalthough HSC has not done anything wrong, this issue was resolved. In thefuture out of network techs who mis-diagnose an issue will not be consideredand only authorized technicians have to do the work. We apologize for anydelays. The technicians are extremely booked in that part of the country duringthe busy season and try to get to everyone as fast as they can.

Unfortunately this is a mis-representation of facts. We hope it isa misunderstanding on behalf of the customer and not an intentional attempt todefraud our company. Customer has an annual contract (not monthly and not for17 months). First annual contract expired and all claims paid out on...

thatcontract are not included in this annual period and do not have to be paidback. However, claims that were, in fact, paid out during the current contractwhich started on April *, 2015 do have to be paid out in case of an earlytermination. This is very clearly stated and outlined in the cancellationpolicy in the contract and is standard across the industry. It is meant toprevent people from signing up for a small monthly fee, getting an expensiverepair or replacement done, and then cancelling afterwards. Obviously that isnot what our services are as a warranty company and contract rates are based onan annual contract and offered coverages. If the customer wishes to terminatetheir contract, they are able to do so in accordance to the cancellationpolicy. In addition to that, HSC is willing to waive the cancellation fee aswell as 40% of the costs paid out for services performed during this contractterm. The customer can also stay until the contract expires and not renew afterthe annual period. Should the customer accept any offers outside of thestandard contract, a new written agreement would need to be signed. Customercan reply here though the Revdex.com or contact the agent working on the claim (Ms.B[redacted]) at ext.[redacted].

Revdex.com:
I have received a response in reference to complaint ID [redacted] and find that this matter has been resolved.
Sincerely,
[redacted]

Unfortunately this complaint is not true and has a lot of holes init. The customer was never guaranteed or told a technician will be out to hishome within a few hours and 24/7 on top of that. Customer filed a claim on aSunday, and the very next day, Monday, a technician was assigned. The...

customerimmediately let us know that they did not want to wait for our services andcontacted a company on their own and got the unit replaced and thus declinedour services. We understand that it may be uncomfortable and everyone wantseverything done right away, but that does not release our right to determinecoverage. Nothing about the old system is known and we have no way to know ifit would have been subject to coverage or not. This is a common tactic bypeople who do not want us to inspect their system.  Unauthorized repairs,and especially replacements, are not covered under the plan and it is clearlystated in the contract. The customer was informed of this and it was availablefrom prior to the start of the contract. Previous claims were all processed andcovered according to the policy and this claim was set up the same. Thecustomer, however, went around our services and therefore declined them. Theplan was set for auto-renewal. When [redacted] requested to cancel, the newplan was cancelled and refunded. [redacted] is no longer a customer of HSCper his own request and there are no covered outstanding claims. We hope thisclears up the incorrect reasoning and statements made in the complaint.

The representative who the customer spoke to today has never called her before. She received a call from a different representative by mistake the day prior. The agent working on the claim called today with the correct information. A supervisor has been assigned to the case and has attempted to...

contact the customer numerous times but to no avail. The issue appears to be with the sewage ejector pump for which the customer does not have coverage. The supervisor will be attempting to contact the customer again and she can be reached at ext.[redacted].

On top of everything stated in the rejection being completely and utterly false, the customer has also threatened the supervisor with false complaints and stated that if we do not replace his boiler then he will make false complaints and we will have to (and we quote) "pay more in marketing", so we should give in to the bullying by just giving him money. This is, in fact, completely fraudulent and will be reviewed. Customer simply ignores all facts and repeats the same blatantly false statements. Their heat exchanger did not degrade itself in a week's time. That is impossible. The point of the warranty is NOT to sign up to get remodeling or home improvement done and get replacements. We, again, do require all covered systems and appliances to be fully operational to the manufacturer's originally intended design and specifications at the start of the contract. This system was not, regardless of alleged times the manifestations of the symptoms has occurred. We did not agree to be defrauded nor cover anything that is not covered. Customer purchased our contract themselves and it is not clear that it was with clear intentions and purpose. This is not, and never was, a service that our product provides. We are not backing out of any contract we are actually strictly following our contract and our contractual obligations. Fabricating false ideas of what our service should be for this customer does not change what our service is. We have given all the benefit of the doubt to this customer, as we do to all customer even ones with questionable situations. However, this case has become extremely and blatantly evident and obvious and at this point it will be in the hands of the proper departments that deal with such situations. There is nothing for HSC to bully for here and that allegation is absurd. We have initially agreed to disregard the fraudulent attempts and threats and to fully refund the customer as well as to waive the cancellation fee and other fees and absorb the loss for the customer. Now after such absurd attempts at fraud have surfaced, we will only be going by the contract and reviews/decisions of the Fraud Prevention and Legal Departments and any and all courtesies are void and any and all outstanding balances will be billed. The bullying is very clear and evident from the customer who wants their boiler replaced so that they can cancel the contract they fraudulently signed up for specifically to get this done. And as per their conversation with our supervisor, had all this planned in advance. This was a courtesy response as there was no new information presented in the highly unethical and blatantly false rejection. HSC will not respond to further false allegations and further attempts by the customer. Should any reasonable statements or requests arise, HSC always has an open line of communication to all of our customers. Otherwise, repetitive false statements have already been addressed and there is nothing further that can be done regarding unethical demands of this case.

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 response provided by HSC proves to me they're not concerned with resolving issues and is more concerned about its bottom line. I'm well aware of when the issue first presented and am well-versed in contracts so I don't appreciate the attempt to insult my intelligence. Had the issue been resolved initially, there wouldn't have been the need to file another claim the following year. The initial repair company that came to my home in 2014 also suggested replacement of the furnace but HSC insisted on replacing a part. Moreover, had the issue been "resolved" as HSC claims, there would be no need to submit another Revdex.com complaint. This entire situation is a joke and I completely understand why the company's reviews are so negative. There was no consideration given and there was no concern for trying to resolve the issues in good faith. I would've appreciated if the company had offered some alternative/amicable resolution considering this issue has been ongoing but they didn't. Instead, they choose to suggest I don't know what I'm talking about.  
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 have determined that my complaint has NOT been resolved because:
We are being bullied by this company and threatened that we will undergo a "fraud investigation" because of an honest claim we submitted under our CONTRACT with this home warranty company after a malfunction of our boiler.  It is unfortunate that our boiler developed a carbon monoxide leak one week after going under contract with this company, but this company is now trying to cancel our contract because they do not want to be responsible for the repair of something that THEY AGREED TO COVER per OUR CONTRACT.  The customer service agent even admitted via telephone that if this had occurred 1 month instead of 1 week into our contract, the repair would have likely been covered.  How is that not suggestive of fraud on their behalf? Per our contract, there is no statement that says we cannot submit a claim within the first week of the contract and we had absolutely no control over the fact that this CO leak occurred within this early time frame of the contract.  THE WHOLE PURPOSE OF GETTING A HOME WARRANTY WAS TO COVER THE REPAIR OF AN ISSUE WITH OUR OLDER HOME, WHICH THEY UNDERSTOOD AND ACCEPTED WHEN THEY AGREED TO COVER OUR HOME PER OUR CONTRACT (with full disclosure/public record of the age of our home).  They are demonstrating poor business and are illegally trying to back out of a contract by using terms such as "pre-existing condition" and fraud investigation when really they simply do not want to have to cover the repair because of its expense. This was NOT a pre-existing condition, and although the boiler is old, it was in good working order for the year we owned the home with no evidence of a carbon monoxide leak at the time of home purchase/home inspection and contract initiation with correct installation of carbon monoxide detectors since home purchase.  I am a physician and would never leave my infants in home with a heater running and a CO leak just to fraudulently submit a claim under a new home warranty contract.  I can provide written proof of the fire department response that was made to my home on 3/**/16 after my CO detector first alarmed, and can provide proof of the good working order of our boiler per our initial home inspection and subsequent servicings of the boiler since home purchase.  If this company is in the business of not wanting to provide warranties for older homes with older equipment in working order at the time of purchase and at the time of contract, THEY SHOULD NOT AGREE TO GO UNDER CONTRACT WITH PEOPLE OWNING OLDER HOMES.  We were mislead when we went under contract with them, and consumers need to be protected from this company.  Consumers should know that this company will immediately withdraw and backpedal from a legally binding contract if a repair has to be made that they suddenly do not want to provide coverage for, and this claim should most certainly remain visible to consumers through the Revdex.com website.  We will be pursuing legal counsel to review our contract and to work with this company to resolve the issue, but I believe that this company cannot simply nullify our contract based on the grounds that they are arguing.  In addition, the emotional distress that this company is imparting on myself and my husband and the bullying that is occurring by threatening fraud investigation and other legal action is sickening and should be made available to other consumers thinking about engaging in business with this horrific company.
 
 
 
 
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.
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. I am continuing to work with The Home Service Club's managers.  It seems that there has...

been miscommunication on my part.  I wish to close this matter and work directly with The Home Service Club for a refund.
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]

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]

This issue has been resolved. The system was approved for replacement. There was a slight delay as a second opinion company was sent out. We apologize for the delay and any inconvenience. We do not have any records of lost calls. We have a state of the art system and all calls are designed to go to...

voicemail after fifteen minutes should someone wait that long and our agents check and call back any voicemails received throughout the day although most of the calls do not get to voicemail and are answered. It could have possibly been interruption in service due to weather or issues outside of our control but we would be happy to look into it if the customer wishes to provide phone records with exact dates and times that happened. We are always looking to improve systems and be on top of any possible issues.

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. I was offer $467.00 in a check. I accepted.
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]

Information in this complaint was disputed by HSC as non-factual with the customer and a resolution has been reached. This case is resolved/closed.

Unfortunately the facts do not coincide with the complaint and ignoring them does not change them. Customer's issue was not covered which is why the tech did not and would not fix it. Work has to be paid for and when it was not covered by the warranty and the customer refused the work, the tech will not do it free of charge. What another random company does or recommends is irrelevant. We do not rig repairs or do anything not recommended or unwarranted or unprofessional. We also do not sell new air conditioners. The system was not covered and we offered a courtesy towards the freon which the customer refused and then did on his own anyway. The refrigerator repair was not cheap it was hundreds of dollars which are now an outstanding balance due which is subject to possible further actions including but not limited to collections. The contract was also never cancelled. It is a blatant fabrication and untruth. At this point this account is being handled accordingly by the Fraud Prevention Department, is cancelled, and has an outstanding balance due. Please refer to our previous response for any possible offers which may be considered.

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]
 The policy may have been cancelled but yet another payment was automatically deducted from my ckg account on 4/**//17. I had the a/c services on my own and the technician who I used last year marked on the ticket the condition was not pre-existing. He has services my unit last fall and said this condition did not exist at that time. I will be glad to furnish his receipt, if requested. The unit did not require freon it required a new coil. As evidenced by the response from Home Service Club they tend to make make unsubstantiated statements, it does not seem the company is professionally run. I can submit my repair bill and they can reimburse me, then refund the last payment they deducted on 4/**/17.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]