DC Energy Innovations

Customer filed a claim and a service provider was assigned on the same day. The 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 directly. A simple mix-up which, as soon...

as it was brought to our attention, was easily and promptly cleared up with the technician. Nobody 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 again. However, the customer had cancelled her appointment and refused to re-schedule with them. She was immediately threatening with this, seemingly inevitable, Revdex.com complaint despite HSC not doing anything wrong. It is our understanding that the customer is requesting to cancel her contract. AS 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 30 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 $45 (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, Me. R[redacted], at ext.5040 should she have any questions.

Hi [redacted], we apologize for any inconvenience you may have experienced. This claim was approved for a second opinion which was assigned. Upon following up our records indicate that the service provider was unable to get a hold of you to schedule an appointment. An HVAC specialist agent has been...

assigned to your case and will be re-assigning a second opinion so that we can proceed with what looks to be a replacement of your HVAC system. Ms. Rivera can be contacted at ext.5040 and will be in contact with you.

The rejection is contradictory. [redacted] states that he sees whatis clearly written on the contract but then disregards it. AC and furnace arecovered in accordance to the terms of coverage. We are a warranty company anddo not cover "everything" that happens to a covered system, or"every" system. It has to meet the requirements of coverage and besubject to the terms of contract. Same as if a car had ran over an outside ACunit, it would not be covered as it is not a warranty issue, despite AC being acovered system. Contract is available online 24 hours a day 7 days a week onthe customer's account page. Should you have any issues logging in please letus know and we will take care of it. Should you desire a copy to be mailed ore-mailed, please let us know and we will send out another one.

This (complaint #[redacted]) is a duplicate complaint to #[redacted] and is an outright lie. Customer confirmed on a recorded line on 3/*/2017 that the unit was delivered and working, and it was delivered prior to that (today is 3/**/2017, three weeks since). A receipt for her out of pocket cost was...

e-mailed to her a week ago as well. She has filed not one but 2 absurd and false complaints and this one is a duplicate for the same issue which was not only never an issue of any wrongdoing but was finished long ago above and beyond any contractual obligations. Please confirm that this duplicate will not be on our record. This case is closed and has been for weeks.

The statements were, in fact, false and exaggerated. The claim was on the second day of contract. The diagnosis is correct and was not made by our trained professionals but by a local professional technician who went out and diagnosed the unit. The diagnosis was an easy one to make and cannot be "disputed". Whether the customer claims he had "another company" look at it yesterday, or "three other companies" today, or will have "ten other companies" look at it tomorrow, it has nothing to do with us, does not change the clear facts, and does not make HSC responsible for "courtesies" and to pay for and provide more service calls and diagnoses when it was already done and present. There is nothing unclear about our contract, our policies, or anything ever relayed to the customer. The fact that the issue was existing prior to the start date of the contract was determined after the diagnosis and not over the phone. The fact that we receive a real Revdex.com complaint despite not having done anything wrong goes to further show the customer's intentions behind the actions. We are happy to answer any and all questions that we can answer. However, we are not responsible to entertain any false accusations, preposterous complaints, or demands for courtesies outside our contractual obligations. Customer has now had a second claim for a different system which, though had a high percent probability of also being pre-existing, was approved and fully covered by HSC. This is on top of allowing the contract to remain active as a courtesy despite it being void. HSC is a victim of a false complaint and while customer service is our utmost priority and we always and only provide honest, reputable, and award winning service - we have strict policies against bullying and fraud. We are happy to take any questions the customer may have. However, the correct decisions were made and will remain. Customer also always has an open line of communication and was never denied ability to speak to an agent. He was, in fact, advised of the correct information more than once. HSC's responses herein also provide the same information and answers regarding his plea for services not within our responsibility. Not hearing the answer one likes and not getting an answer or ability to ask a question are not one in the same. There is nothing new provided in the customer's rejection.

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'm  only responsible for deductible ounce my item is repaired no service call that's there responsibility 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] does not need to pay back the replacement of themicrowave as it was under the previous contract term. A supervisor spoke to [redacted]
[redacted] and has waived the cancellation fee as well and will be cancelling thecontract as per the customer's request. We apologize for any misunderstandingsand...

hope to see [redacted] back with us in the future.

The statements in this complaint are blatantly incorrect and thiscase is already being reviewed for fraud. Customer filed a claim for a fullyworking system just to get a replacement. We do not provide such services. [redacted] signed up to get his air conditioning system replaced. He filed a...

claimand HSC fully approved and took care of it. Months later when he knew he wasgoing to expire, the customer filed another claim. HSC sent out a technicianwho inspected and diagnosed the entire system and stated that he found nothingwrong with it and the prior repair was good and unit was fully operational asit should be. No repairs, warranty or other, were needed. Technician alsostated that the customer told him that he just wants HSC to give him a newsystem. HSC went above and beyond its contractual obligation for this customerand [redacted] refused to pay for the false service request and has anoutstanding balance on his account. His contract is also expired and he is nolonger a customer of HSC. This is a false complaint with suspicious intentions andwill be reviewed and handled accordingly. This case is otherwise closed.

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. The business and I have made amends and we have come to a resolution. 
Sincerely,...


[redacted]

While we appreciate our customer's feedback, the information inthis complaint is not completely true and is incomplete. Customer had one claimwhich HSC approved and spent a lot of money to replace a coil. Customer 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 HSC. Then he stated that there was yet another issue (thethermostat was showing a difference of just 2 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 it. This again removes any and all liability from HSC.Anything wrong with it can be the result of others touching it for renovationsor any other reason. Being 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 home. The 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 cost. However if it is anything else that was done or causedby anyone else, it will be the customer's responsibility. There is nothing elseto do for HSC at this moment. The tech is going out to look at it and will letus know what it is and what is going on with the unit. Once we have theinformation we will advise the customer of the status.

What a preposterous and blatantly false statement made by a customer clearly attempting to defraud our company. Customer was not with us for a year, but rather half a year. Yet he is asking a 12 months of premiums refunded. Customer also wants $125 refunded for a service call which "was not...

completed". Only the service call and the work were, in fact, completed. Customer also had prior claims which were approved and paid for and an outstanding balance which he will be responsible to pay back and which is subject to further actions including and not limited to collections. Customer filed a claim for his heating system with pre-existing issues and HSC approved and covered it anyway. Customer filed a claim for his refrigerator which needed to have the evaporator manually defrosted before seeing if that would be it or if more would be needed. HSC approved and paid for it. The repair did not hold long and a part was needed. HSC sent out a tech and approved that as well. Customer never requested nor was ever due any refunds from HSC nor was he told that we were working on such refunds. He asked for a refund of a deductible he has to contractually pay and attempted to argue against the professional technician's diagnosis of defrosting the evaporator. HSC advised customer that it was a legitimate charge but we would ask the technician on the customer's behalf and see if he would refund all or part of it. Which he would not as the service call and work were completed. Customer received all his repairs and cancelled his credit card and even initiated a charge back. This is a false and fraudulent complaint. Nothing is due to this customer and he has an outstanding balance which will be handled accordingly.

While we appreciate [redacted] opinion, we do have to go by theactual facts and the contract. [redacted] washer did not operate tomanufacturer's originally intended design and specifications at the start ofthe contract as required. The bearings were completely worn and metal wasgrinding on metal....

This does not happen over 3 weeks and has been going on for quietsome time. [redacted] himself mentioned that the unit was making noise and hasbeen for some time and just did not "stop spinning" until the claimwas filed. On top of the obvious mentioned, the basket was warped and both thefront and the rear tubs were damaged. All issues that are not covered, physicaldamage/warping, and all did not happen to end up this way over night as [redacted]
[redacted]suggests. There are numerous factors that indicate that this was anintentional act in trying to obtain false coverage from our company. However,[redacted] was given the benefit of the doubt, and the claim was simply marked asnot covered, [redacted] was advised of the findings and information, and HSC evenoffered a courtesy $40 towards a replacement. The completely blatant and falseaccusations in this complaint are a further indication of the customer'sintent. This claim is not covered as per the contract and the terms of thecontract are non-negotiable despite [redacted] opinion of them. If he signed upfor warranty coverage, as he is claiming he did, then he should clearly seethat this does not fall within such coverage. If he signed up to get histhousand dollar system replaced as many factors indicate, then it is simplyintentional fraud on his behalf and this complaint is an attempt to use the Revdex.comto bully us into "just covering everything" no natter the contract.This claim is closed and all courtesy offers are on hold pending review. Should[redacted] request the courtesy offer, he would need to sign an agreement letter,in writing, to that effect before it can be done so that both HSC and [redacted]are protected by the mutually signed agreement.

Customer is making blatantly false statements and requests which are completely (black and white as written on contract) against policy and against the contract she herself signed up for. This was explained in the prior replies on the Revdex.com platform. Please see the customer’s cancellation policy as is written on her contract:Page 12, Section G-2:“2. I You may cancel this contract within the first thirty (30) days following the date you ordered this contract, for any reason and shall be entitled to a refund of thepaid contract fees less any service (claims) costs that were incurred by HSC and an administrative fee of up to $45 (where permitted by law). If you request tocancel after the thirtieth (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) coststhat were incurred by HSC and an administrative fee of up to $45 (where permitted by law).”Please note that the customer’s contract is an annual contract. She has the privilege of paying monthly throughout the annual term, but it is a one year contract term This is a standard cancellation policy and is meant to protect from people signing up, paying one small monthly premium, obtaining an expensive repair or replacement, and cancelling the contract. So the customer can stay until the contract expires and not renew and she will receive all benefits of the contract. If the customer, however, chooses to terminate the contract early, she would be responsible to pay back any claim costs incurred during the expired warranty term. This customer is requesting to get all the benefits of the contract but without paying for the full contract term – which is completely not a service we provide and is completely against policy and against contract/agreement the customer selected when she signed up. HSC has offered the customer to continue her contract until expiration and all benefits of the contract would be offered (including a waived deductible on one of the claims which is going above and beyond the contract, as well as ability to file new claims until expiration), or to cancel as she requested as per her cancellation policy (pasted above) and even waive the cancellation fee or any outstanding balances she may have for prior claims. The customer is refusing all options and requesting what she is not entitled to and will not get. She is essentially trying to use the Revdex.com platform to strong arm us into giving in to her fraudulent and unreasonable demands. Customer cannot get the generous benefits and courtesies above and beyond any contractual benefits without paying for the contract itself to begin with and actually being our customer.   This is a very straight forward case and HSC has gone above and beyond to try and accommodate this customer. HSC has done nothing wrong and has offered resolutions and courtesies above any contractual obligation. This complaint should be closed as resolved as it is, at this point resolved and her contract is cancelled as per her request. HSC has even offered to waive any fees/balances and to just cancel the contract as is. A supervisor has reached out to the customer and offered the options again and the customer requested to cancel on a recorded conversation. So this complaint is resolved and the customer is asking for, quite literally, “free money” that she is not entitled to and for which she would have to be an HSC customer (at least for the remainder of the current term until it expires on 1/**/2018. Her last response shows she is either not understanding the cancellation policy or is simply ignoring it.

This customer does not even deny attempting to defraud us. His complaint begins with him stating that he turned on his unit and it was not working. His statement says, as his conversations with our agents, that although the system has pre-existing issues and is void from coverage, and although he...

acknowledged that the Freon issue is pre-existing and not covered, that we should repair part of the non covered unit because the two issues are not related. First of all, this is a blatantly false and a completely ridiculous notion. The system is not subject to coverage and no partial repairs should be covered. Customer states that the motor failure is not related to the Freon leak (which nobody stated to begin with) and therefore should be covered. Not only is that completely false and absurd, but the customer filed the claim stating that the unit/compressor will not turn on - meaning due to the motor and capacitor as a Freon leak does not lock up the system and it would still turn on and run but will not blow cold air. So the customer purchased a warranty at the end of March (for the season), turned on the unit he knows is bad (for the season), files a claim for the unit not turning on (as later found to be due to the motor and capacitor), is diagnosed as having numerous issues including one that would be physically impossible to have happened instantly upon turning on the system (Freon leak with half of the Freon still in the system continuously leaking), and files a false and preposterous complaint stating that the other issues theoretically could have happened quickly and we should be covering them despite the claim itself being for those issues and the unit never turning on at all after the start of contract and despite the system not being covered regardless as it still has other pre-existing issues (Freon leak). Customer does not even try to hide the blatant fraud attempt and slanders our company to the Revdex.com with ridiculous suggestions and accusations. Such absurd and blatantly false and fabricated complaints should not be added on our record. It is a mockery of the platform intended for honest customers. This contract has been cancelled as requested by the customer as soon as he learned that his physically impossible suggestions would not cover his non-covered unit and that he was caught red-handed and it was not going to work. There is nothing else to be done on this contract besides sending it to our Fraud Prevention Department.

Please see our previous reply as it still applies. Customer's statements are blatantly and intentionally false. Including statements about the technician, the accusations, the operation of his unit, and the outstanding balance. Such intentions and behavior is not entertained by customer service and will be reviewed by the verification and the legal departments. There is nothing else for HSC to do as we have more than met any contractual obligation but also went above and beyond and also became a victim of this false complaint as well as an account with an outstanding balance.

There is nothing in this rejection. Aside from what can be perceived as another threat. Please close 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:

[HSC states that they completed my claims and are awaiting my invoice.  The receipt was initially emailed and received by their employee (A. S[redacted]) on 7/*/2015.  Additionally, another copy of the receipt was attached and forwarded with other documents via Revdex.com's website on August **, 2015.  If my claims had been completed, I would have been reimbursed $94 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]

The information here is incomplete. HSC will give this the benefit of the doubt despite the known information. Customer has a completely non-covered system and has been advised of this numerous times. Nonetheless customer received options and courtesies above and beyond any contractual obligations....

Customer has refused them. Customer then received even more courtesies above any coverage or policy. At this point it seems very evident that this is an attempt to bully our company into giving free money that are not entitled and services that are not provided. HSC is willing to give this a last benefit of the doubt and honor the offered courtesies. Otherwise, there is nothing to do here as the claim has been closed and customer has refused our assistance. Unfortunately we cannot cover issues which are contractually not covered.

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 4 claims with Home Service Club. 2 are being serviced - while the other two have not been touched upon atall yet! 
 
 
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:

Their response is a non-response and I have contacted the supervisor and the email attached to the last response was THE only response I have been given.  They are a super crooked company and hope that anyone doing business with them will read the reviews as I should have done.  Again BUYER beware!  I have asked for the contract to be cancelled, but after 2 phone calls and an email have not gotten a response (other than the one I attached to my other response), something any reputable company would not do, they would respond and let me know.  Glad I read this or I would not have known.  I know there will be no resolution as this company is as crooked as they come and will fabricate lies all day long and I have come to expect nothing less from them.  My only warning is BUYER BEWARE with this company!!! 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]