DC Energy Innovations

This text is not from the customer but from his lawyer to whom we have already respondedPlease see our response to the unreasonable attempts and demands herein: "Thank you for your letterThis is the first time we hear of any issues [redacted] had, as he has never contacted us after installment We have reached out to the contractor and he said he had already been in contact with the customer and he will follow up with him again now (he was waiting on [redacted] to schedule a date and has e-mailed him twice asking for which day is good)The technician has already explained the issue with the piston and that it is not an issue since the systems are pre-matched and the piston is there in case of upgrading the size of the air handlerHowever he said he will be happy to take a look at it and show the customerHe will also remove the air handler which his employee did not remove, and he has already let go of that employee and advised the customer that he will remove it on the day the customer wishes to schedule itThat is the only issue here and the technician was aware of it as the customer had let him know and will be taking care of it as soon as the customer can scheduleIt has no effect on the new unit installed which has been working wellWe, again, have just learned about this for the first time from your letterThe thermostat does not come with new units and gets replaced if it is not functioning and needs to be replacedCustomer's thermostat is functioning fine and working with the new unitWe could have ordered it with the equipment had the customer desired to replace it just for a new one, and it would have been added to the customer's total out of pocket, however we have never received such a requestThe items that needed to be replaced were the condenser, the air handler, the heat kit, and the TXV valve - all of which were supplied and installedAll equipment comes with a full year manufacturer's warranty and the customer can register the unit online on Goodman's website as well as confirm itWe will try to obtain the serial numbers for his unit and register it for him as a courtesyHowever, there are no issues with the warranty on the new unitWe only supply brand new equipment, up to code, and approved manufacturer's matches only to ensure it achieves the desired efficiency in practice and not just on paperThe claim took a little longer in large part to the customer taking a couple of weeks to make a decision and proceed with itOn May [redacted] he was advised of the approval and it was ready to be done, but the customer did not proceed until two weeks laterAt which point is was processed, ordered, and shipped to the technicianWhile we apologize for the slight delays that may have been due to our company or even the shipping company or the service company, we do not in our contract guarantee time frames for such jobs as we do rely on other, third party service providersWe did take care of the claim in full, and the customer has a brand new SEER, R410A, ton heat pump with back up heat kit installed and working good in his house and carrying a full year manufacturer's warrantyIf the customer wishes to replace his thermostat which is not failing, it is not a warranty issue but we would be happy to ship a new thermostat to himIt would be his responsibility to have it installed [redacted] mechanical will be taking care of their parts mentioned here so long as the customer schedules with them [redacted] is not entitled to the claims and refunds mentioned in your letter and none of those claims are HSC's liabilityHaving to take off work for the technician to diagnose the system and then for the technician to install the system are not our liability and is something the customer is responsible forContract actually required for someone over the age of to be present at the home in order to receive serviceWe are happy to follow up with [redacted] as well as with the Goodman warranty for [redacted] (both of which we just did upon learning of it from your letter, and will make sure those get taken care of) as well as take any new claims he may haveShould you have any more questions please feel free to contact me directly."The service provider has since reached out to the customer and confirmed with usWarranty will be registered for the customer as a courtesy and extra assistance, despite it being their responsibilityThere is nothing else that needs to be done hereThis is a complaint that was filed, and a legal letter sent, before we were ever even notified

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 washer was fully functional at the time of service and my washer is repaired now at my cost please refund me my money in full I'm not responsible for service call only deductible for repair and my item was not repaired In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Customer filed a claim and a service provider was assigned on the same dayThe service provider contacted the customer to schedule and due to a mix up, possibly with procedures of other companies, advised the customer that the warranty company reimburses her directlyA simple mwhich, as soon as it was brought to our attention, was easily and promptly cleared up with the technicianNobody was trying to "extort money" or asking for a "blank check"The service company contacted the customer to schedule and is ready to contact her againHowever, the customer had cancelled her appointment and refused to re-schedule with themShe was immediately threatening with this, seemingly inevitable, Revdex.com complaint despite HSC not doing anything wrongIt is our understanding that the customer is requesting to cancel her contractAS per the customer's request a request for cancellation has been submitted in accordance with the below contractual cancellation policy:"You may cancel this contract within the first days following the date you ordered this contract, for any reason and shall be entitled to a refund of the paid contract fees less any service (claims) costs that were incurred by HSC and an administrative fee of up to $(where permitted by law)If you request to cancel after the 30th day, you shall be entitled to a pro rata refund of the paid contract fees for the unexpired term, less: (a) any service (claims) costs that were incurred by HSC and an administrative fee of up to $45"Customer may contact the agent assigned to her claim, MeR***, at extshould she have any questions

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] [redacted] The Home Service Club responded to this problem and paid the claim Thank you [redacted] Austin, TX

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: I was told for almost weeks that someone was working on the issueI was to that they were attempting to repair but if they could not they would replaceI was always fine with it being repairedThey NEVER said anything about it being a preexisting issue until I complained about the wait a few daysAll of this started on November ***If there was an issue HSC could have mentioned that back onthe [redacted] when the repairman came outInstead I was strung along for weeksThere is NO deception thereI have been patient the entire process even with the length of timeIf I was told then that they would not honor the claim I would have simply purchased another unit and been done with itInstead it was drawn out with no communication by themI have had severely poor customer serviceThey did nothing to speed the process along I have received NO apology about the waitI have been accused of deceptionI want a written apology and my services to stopOr lack of servicesThe December payment should not be removed from my account 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: [HSC states that they completed my claims and are awaiting my invoice The receipt was initially emailed and received by their employee (AS***) on 7/*/ Additionally, another copy of the receipt was attached and forwarded with other documents via Revdex.com's website on August **, If my claims had been completed, I would have been reimbursed $for the faucet and would not have had to purchase a washer/dryer In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Unfortunately customer's statement in the rejection is blatantly and completely incorrectHe is, in fact, responsible for the service call on a non-covered issueHSC covers it when it is covered less the deductibleWhen it is not covered, it is not a deductible but simply the service call which the customer requestedThis is very clearly stated in the contract, was advised numerously via the telephone, and is standard across all companies

Only systems that there are claims for are the HVAC systems and the Water Heater, both of which have been addressedAn agent will contact the customer to clear this up

While we appreciate our customer's feedback, the information inthis complaint is not completely true and is incompleteCustomer had one claimwhich HSC approved and spent a lot of money to replace a coilCustomer then hada second claim for a system that was under manufacturer's warranty and customerapproved the work himself without authorization which removes any and allliability from HSCThen he stated that there was yet another issue (thethermostat was showing a difference of just degrees) and when we spoke to thetech he advised us that the customer was doing RENOVATIONS in that part of thehouse, completely NOT a service we provide nor compliment, and that thecustomer had removed all insulation from the lines for the unit and had anothercompany tamper with itThis again removes any and all liability from HSC.Anything wrong with it can be the result of others touching it for renovationsor any other reasonBeing that we try to take care of our customers and thetech we sent out is a trusted and very knowledgeable technician we asked him togo back out to the customer's homeThe tech said that if its anything to dowith his work, or even a broken weld that we would, as a courtesy to us, takecare of it at no costHowever if it is anything else that was done or causedby anyone else, it will be the customer's responsibilityThere is nothing elseto do for HSC at this momentThe tech is going out to look at it and will letus know what it is and what is going on with the unitOnce we have theinformation we will advise the customer of the status

This account has been cancelled as per customer's request and a refund has been issued as scheduledCustomer actually received an increased refund as well as had the cancellation fee fully waivedNothing wrong ever transpired on this accountCustomer was entering wrong information when trying to log in and the system's security feature locked the account after a set number of attemptsAs soon as the customer called it in, the account was verified and unlocked accordingly and the customer as able to log inThe account is cancelled as of June [redacted] when it was requested and refunded as mentioned

Unfortunately this is a mis-representation of factsWe hope it isa misunderstanding on behalf of the customer and not an intentional attempt todefraud our companyCustomer has an annual contract (not monthly and not formonths)First annual contract expired and all claims paid out on thatcontract are not included in this annual period and do not have to be paidbackHowever, claims that were, in fact, paid out during the current contractwhich started on April *, do have to be paid out in case of an earlyterminationThis is very clearly stated and outlined in the cancellationpolicy in the contract and is standard across the industryIt is meant toprevent people from signing up for a small monthly fee, getting an expensiverepair or replacement done, and then cancelling afterwardsObviously that isnot what our services are as a warranty company and contract rates are based onan annual contract and offered coveragesIf the customer wishes to terminatetheir contract, they are able to do so in accordance to the cancellationpolicyIn addition to that, HSC is willing to waive the cancellation fee aswell as 40% of the costs paid out for services performed during this contracttermThe customer can also stay until the contract expires and not renew afterthe annual periodShould the customer accept any offers outside of thestandard contract, a new written agreement would need to be signedCustomercan reply here though the Revdex.com or contact the agent working on the claim (Ms.B***) at ext.***

Signing up with bad systems in an attempt to get them covered despite being pre-existing is in fact fraudSuch intention became very apparent with this complaint and even more so with the request to cancel due to the non covered issue being not coveredThe customer was numerously advised that the system was not covered and an agent was working on a courtesy When asked if he could just purchase a new unit he was advised he can as it is up to him and we will still see if any courtesy is possibleUnfortunately we are not a company to sign up for to get an expensive pre-existing repair or replacement done for a monthly fee and then cancelThe cancellation policy is in place as it is specifically to protect us from such attemptsThis is an annual contract and if the customer withes to terminate early, we will be happy to process his request for cancelling in accordance to the contractual cancellation policyHe will be issued a pro-rated refund less any claims costs and fees incurred by HSC as stated in the contractThis complaint was an effort to bully us into covering what he was told was not coveredOur records indicate that a supervisor has already attempted to reach the customer as per his requestWe can cancel as per the cancellation policy and customer can provide payment for the courtesy service he just received for non covered issuesOr he can remain active until expiation of the contract and not renew and there will be no outstanding balancesA supervisor will attempt to contact the customer again

Unfortunately the information presented in this complaint is not correct, incomplete, and extremely misleadingThis customer has signed up with us over years ago to have coverage on this system which had a pre-existing leakAt the time, in 2014, HSC sent out a professional technician and it was clearly found that the system had issues due to rust and corrosion and the leak was clearly existing prior to the start date of the contractThe customer was advised at the time that this system is not and will not be covered and replacement options were offered along with courtesiesThe customer refused to replace the system and simply filled it up with Freon without addressing the leakAn action which would eventually result in the Freon leaking back out and the same (non covered) issue occurringNow the customer filed a claim for the same (non covered) system and HSC has sent out a professional technicianThe same issue is still there and the system has the same leak and rust/corrosionThe customer was again advised that this is not a covered system/issue, it is the same exact issue from two years prior which was pre-existing which he did not wish to address at the timeDespite all this and it not being covered (customer had other, unrelated covered claims), HSC offered to cover the filling up the system with Freon and even a high courtesy towards replacementThese offers were simple to make a valued customer happy and help him out and because customer service is our utmost priorityWe appreciate our customer's feedback, however, we feel it is important for the statements presented to be correct and reflect factual informationThis complaint is unwarrantedShould the customer wish to proceed with either of the offered courtesies he may contact our HVAC department and we will be happy to assist

Thank you for bringing this to our attentionThe technician here has completely let us and the customer down and has been taken off the job and will not receive any more work from HSCThe work was approved promptly by our agentsThe tech was authorizedThe agents have even contacted him to provide payment before the completion of the job which is against policy, and still he has not finished the workAll payments to him will be void and a new tech will be sent out ASAPWe apologize for the delay in this claim and it will be resolved as soon as possibleAn agent should be in contact with the customer shortly

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: They responded by attacking me instead of having a conversation, I tried to have a conversation before I submitted this complaint MrK [redacted] is the VP of customer service I have requested a call to discuss this issue and continue to be ignored I still beleive my claim for the air conditioner was improperly denied and they refuse to reconsider even though the AC company has called them to explain that the reason HSC stated was the cause of the malfunction and therefore the reason for denial was incorrect and had nothing to do with the AC breakingI want to speak with MrK***They flag my account and threaten me and say I am trying to scam them wow I have never dealt with a company that the head of customer service would not return a call to see why the customer is unhappy and to discuss the problemHe is very good a being a corporate bully If they don't want complaints the they need to give their customers an avenue for appeal I asked to speak with someone higher and was told that there was no one higher to speak withNow I know that Stacey C [redacted] does not run that company and they have to have someone in customer service higher than herand that person is MrK***I am still waiting for that cal ###-###-#### In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, Jeanne Anne Laughlin

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 business has greatly exaggerated their efforts and have failed to address the customer service short comings in the delayed responseIf they offered to help cover replacing the unit years ago I would have accepted it In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

This was resolved and we are unsure why it is a complaint to begin withTechnician was dispatched, diagnosed the system, reported the findings, and was given approval to do the workThe customer had a $extra balance on an expensive repair because it went over the annual maximum limit for this categoryThe agent and the customer were unable to hear each other and the customer advised the agent that she will call her backHowever the out of pocket expense was not approved by the customer and the technician left the home to go to his next jobA supervisor has since contacted the customer and explained the cost, re-sent the tech, and approved an extra trip fee for him above coverage because of the circumstance

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 am not attempting to extort money from HSCI am simply requesting a refund of money to which I feel I am entitled based upon the representations made to me by HSC staffAgain, HSC agrees that they offered a “good will” credit of $as a courtesy toward the replacement of my upstairs unit, which HSC deemed eligible for replacement based on the report received from their technicianI agree that I did not accept the credit at the time it was offered because my family was not in a financial position to replace the unit thenHowever, HSC did not indicate there was an expiration of the acceptance of the “good will” credit and that if I did not choose to replace the unit right then, I would forfeit my ability to take advantage of the creditMy husband and I decided to use the upstairs air conditioning unit for as long as we could until we were forced to replace it due to our family’s financial situationHSC does not dispute that there were no repairs done in the interim to the unit that would result in the unit being no longer eligible for replacement as they’d previously deemedHSC is arguing that I am trying to “bully” them into giving me “free” money not owed to me, but I am only asking them to make good on the representation they made to me as a paying customer The money I am seeking is not “free money” because I paid my contract fee to them on time via automatic deduction monthly, so the “good will” credit they represented they would provide is money to which I feel I am entitled.HSC appears to be unhappy with the fact that I chose to go with an HVAC company outside the vendors with whom they have an affiliation, but they are not accounting for the poor service that I had reported to them in the past regarding a couple of the vendors they had sent me in the pastSo, as a customer, I believe I am completely permitted to use whomever I feel most comfortable with performing service to the house I own Further, HSC appears to be unhappy with the fact that I have chosen to express via social media platforms my dissatisfaction with their service, as it my right as a customerI am only seeking to inform other potential customers of my experience in an effort to allow them to make an informed decision as to who they choose as a home warranty companyI am in no way slandering them, as the definition of “slander” is to make a representation, but none of the statements I have made are falsities, but rather actualities of my experience as a customer.Finally, I am also seeking the reimbursement of the $I paid out for a service technician to come out to my home on Sunday, August ***The representative from HSC with whom I spoke indicated that reimbursement would be an option and that all I needed to do was submit receipts.In my opinion, HSC has only makes representations in the hopes to string me along as a customerI followed each of the instructions provided to me by their staffI waited for a response and did not receive oneI called to follon the receipt submissions, I’d made and was told someone was going to call me backNo one didA week later, I called again to follafter having heard nothing and requested a supervisor call back in order to get some response.I have been a diligent customer and perhaps this is a trait with which HSC has not experience in the past, but I am not happy with them just saying, “No, although we said we would, we decided we no longer aren’t.” It is unfair, misleading and should be unacceptableAs such, again, I asking to be reimbursed the “good will” credit of $845, as well as the reimbursement of my service fee of $ In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

While we appreciate customer feedback, and by no means are trying to insult anyone's intelligence at all, the information provided is simply and further shows that the complaints were not filed because of any wrong doings but in order to attempt to bully our company into paying much more than the contractual obligation under the disguise of good faithThe issue, again was in and was, in fact resolved and repairedThe next claim was years laterEven if the issue was a year later, which it was not, and even if the issue was the same, which it was not, it is still well outside the day contractual warranty for the specific repairIt is absurd and simply incorrect to suggest that the issue is the same when the unit was professionally fixed as diagnosed by the technician and worked for the next two years until another, unrelated failureHSC has not only gone above and beyond in good faith but has in the meantime became a victim of slander and not one, but two Revdex.com complaintsThe second of which (this one) the customer's own rejection states was because the issue was not resolved while it being TWO YEARS after the original oneNot to mention the fact that the new issue was approved for the maximum allowed annual coverageIn other words the best case scenario for any customer on any given claim was approved for this customerHSC is an honest and reputable company and often goes above and beyond for our customers because customer service is our utmost priorityWe have been responsive, patient, understanding and intend to continue to offer industry leading coverageHowever, slandering us because we are not undermining our own product in "good faith" is unethical and will not change our productIf the product included good faith for doubling its services, then the customer’s premiums and deductibles would also be very different

Unfortunately the information provided in this complaint is incorrect and it is very disheartening that despite all of HSC's efforts to assist and accommodate the customer, this is the second Revdex.com complaint filed and without reasonCustomer had a heating claim in which was repairedThere are no other claims filed until and that claim was also approvedCustomer is now attempting to claim that the repair from did not work (despite us having no record of it and customer never let us know or filed another claim) and that the current claim should receive two maximum annual capsThis is not how the contract works and not the service we provideContractual maximum annual cap has been approved for the replacement of the HVAC systemThe repair from over two years ago was approved and finished and this is the third annual contract sinceThe new claims were approved and HSC is waiting on the customer in order to proceed with the workWe cannot double the contractual obligation just because of complaints