DC Energy Innovations

Customer has a system that is not subject to coverage with ourplan and it is clearly stated on the contract and in numerous places.Customer's opinion is, unfortunately, not relevant and does not change thecoverage and the contract as it was designed. Despite the facts, HSC went aheadand covered the...

repair just 3 weeks into the customer's annual contract and gotit up and running as a courtesy and in return received this false complaint.Please remove this from our records as it is completely false. HSC is, in fact,covering what we say we do and in this case even covered above and beyond. [redacted] was never told his that mis-matched system will be covered and he neverrepresented his system as being mis-matched which is grounds for cancellationwhereas, again, HSC went above and beyond.

While we appreciate everyone's feedback, we feel it is important to separate what had actually transpired and facts from completely and seemingly intentionally bias subjective opinions. The claim was handled correctly and a technician was dispatched and diagnosed the system at the customer's home....

The claim was unfortunately, however correctly, not subject to coverage as per the contract. A representative worked with the customer and offered to extend our prices as well as got him a generous courtesy towards it which would have made the cost significantly less than what the customer ended up paying on his own. The customer had initially agreed to the generous courtesy but then refused it and has since shown clear intent of extorting money from our company via unethical methods. Calling a $950.00 courtesy outside contractual obligations a "small token amount" when there is zero liability on the claim, and after initially excepting the courtesy, is simply incorrect. The customer then threatened to post more slanderous comments unless more money was given to him to which he was not entitled to. The representative did not ignore anyone, she politely replied that the customer's demand for almost double the maximum allowed annual coverage on covered items is not something that can be fulfilled, even if it was covered but especially since it was not. HSC is an honest company and has strict policies against extortion and false slander. A very large and generous offer was made to the customer in good faith which he, after accepting it, later refused. Customer can contact the agent assigned to the claim or a supervisor at any time should he decide to accept a courtesy or have any other questions or concerns.

There is nothing new in this rejection. Please see previous reply. Customer has already requested to cancel the contract and it has been cancelled and refunded per his request. Customer makes false allegations and assumes the right to determine coverage which he simply does not have. This is not a negotiation and there are no contractual obligations here. We offered numerous courtesies which the customer opted to refuse. We also have no contractual obligation to, nor would we ever, disregard liability concerns and contract because the customer wishes to have financing. We do not provide such services nor do we know customer's ability to pay or their financial situation. It simply does not go with our services and our services, and especially courtesies, do not depend on the customer's ability to afford a new system. This contract has already been cancelled and refunded. We are saddened to see customers disregard and not appreciate courtesies above and beyond any obligations simply because they "were not whopping enough", however, we are unable to offer more than the very generous courtesies we already have offered.

This claim was assigned as well as approved for a second opinion.Two professional technicians have now looked at this system and one has been approvedfor initial repairs and should be contacting the customer to schedule the work.This is despite some possibly non covered findings. We apologize that...

it hastaken a few extra days, however, it is standard procedure and is to the benefitto the customer to have more than one technician look at and diagnose thesystem.

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:

 1) Despite HSC's attempt to claim a "gross misrepresentation of the facts" or that I "was informed that the issues existed prior", to belittle and slander me, and dismiss my grievance, here are the real facts.  And, if HSC is so sure about their version of the story, have them provide copies of our telephone conversations they recorded.  I doubt they will because it will CLEARLY show how each time I CALLED THEM, they would tell me my contract was under review for "possible preexisting conditions" and they would call me back soon with a decision about my claim (which they never did).  In fact, when they first brought up this bogus claim, within 1* minutes of hearing this, I provided them with my home inspection report.  Now, common sense would suggest that if I were trying to conceal a preexisting claim, why would I ever submit the very report that would highlight the preexistence of an issue?2) HSC never once...NEVER ONCE...attempted to send out an inspector to assess/investigate my repair claims.  They never responded to my claim submittals.  I had to repeatedly call them to try to get answers. In fact, I have only received 1 single call from them, and that was in response to my request to escalate my issue to a supervisor...and that phone call came just this past Friday, July [redacted].  My initial claim was on June **th.3) HSC never once...NEVER ONCE...provided a response to my initial claim for repair service for my water heater nor my air conditioner.  In fact, during Friday's call, I was promised a return phone call on Monday with a response, and despite calling and leaving messages twice, I still didn't receive a response.4)  I purchased my policy in good faith, and I expected my policy to be honored as such.  I am appalled that this company would suggest that my claim was fraudulent, especially without doing any research to validate or refute it.  But, I guess that's how they maintain their ability to bill clients for work that they never intend to do.5) My air conditioner was never inspected during my home inspection due to the cold weather at the time, is only * years old, and was FULLY OPERATIONAL at the time my policy was activated.  In fact, since occupying the home on June [redacted], the AC unit ran flawlessly.  There is absolutely zero evidence that would suggest that I had a "bad system upon moving into the home" or a "pre-existing condition" , so that assertion is purely conjecture and designed to mislead Revdex.com and readers to the fact that this company was not willing to honor the policy because my repair requests came at the beginning of my policy versus the end (after they collected countless monthly payments).  6) Attached, you will find a condensed copy of the home inspection I provided HSC.  As you can see, there is nothing in the document that suggests a pre-existing condition.  In fact, it shows that the unit is only * years old and has an expected life of [redacted] years.  I keep transcripts of my voice and e-mail conversations just for this particular reason, so if you need additional proof of the blatant lies that HSC just espoused, please let me know.7) Attached, you will find the home warranty contract provided by HSC.  You will note that Air Conditioning and Heating Systems are "covered under my home warranty contract"  Unfortunately, by the time of writing this response, HSC discontinued the access to my account which contained the full Terms & Conditions.8) The thing that I find most fascinating is that it took HSC 2 weeks before they would respond to my initial repair request, but merely 2 hours to cancel my policy after my cancellation request.  And, while never taking action on any of my claims.  I would also expect to see the two monthly charges of $7*.** credited back to my account given I cancelled within the 30-day window and they did absolutely NOTHING to honor their policy, and in fact, did everything to stall, delay,  and circumvent honoring the policy or even investigating the claim.  Revdex.com should investigate HSC's tactics.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have provided in our previous response undisputable clear facts regarding this customer and their claim. Please see previous response. Stating facts and exposing false statements is not intimidating. Mixing fabricated statements with emotional opinions simply does not negate facts. The system has numerous pre-existing issues and is not subject to coverage under the purchased plan. The few people out of countless dozens of thousands of claims who do attempt to pull this and are declined and then choose to post false complaints with the Revdex.com do get proper responses - as they should - which shed light and provide factual information on the otherwise falsely painted picture. Rejecting resolutions which are courtesies and are above and beyond any contractual obligations does not mean that there weren't any. There did not have to be any, but we always go above and beyond and give our customers the benefit of the doubt and offer assistance for which most are appreciative. Please see previous reply for the facts on the situation. The contract has been cancelled as per the customer's request. They are welcome to contact the supervisor via the telephone should they wish to take advantage of any assistance previously offered. Otherwise this claim was already forwarded to the proper department and the contract cancelled.

Here are the actual facts: customer filed a claim for something that was not covered. Customer was advised that even though it is not covered HSC would give a one-time courtesy towards the repair. However since the repair is a bad idea on an old and an r22 system, and the customer is well aware of...

it, HSC also advised that we can put that amount towards a replacement. HSC cannot just replace an air conditioner just because someone wants a new one and we were already covering a large amount of money for something that was not covered. Customer reviewed the offered options and agreed to a replacement and HSC did all the leg work and set everything up. The system installed was not generic nor bottom of the barrel nor any of the preposterous names the customer named in his complaint. The customer, in fact, was offered and received a name brand system, the largest residential system manufactured, up to code and meeting sll state and federal requirements, r410a puron and 14 SEER efficiency system with a full honored 10 year manufacturer's warranty. The unit is the most commonly used brand in the US and is a latest top of the line unit capable of true 14 SEER and from one of manufacturer's largest direct authorized nationwide distributors. Customer then stated that he did not have the money to pay his balance and, again as a good faith courtesy, HSC offered the customer a two month payment plan. This is unheard of in warranty companies and we do not offer financing of any sorts. This was strictly a one-time courtesy authorized for this customer specifically to help him out and the customer even signed the authorization agreement. Customer then called instating that he doesn't want the replacement and wants more. He was advised that there was nothing else we can do and that the equipment was already ordered and everything was processed and approved and that he needs to make a decision now as it would either have to be cancelled and returned or installed.  The customer was advised that once it is installed, obviously there is no going back. And this was after he had already reviewed all options, had all of the information, received an unprecedented good faith payment plan, signed the authorization in writing, and agreed to the numerous courtesies given. The customer spoke to a supervisor and again, agreed for the final time and asked for it to be done quickly. The customer always had the option to go on his own with his own company but chose our option as it was the best one. The customer cannot do this job for the 1500 claimed in his false complaint unless he gets free labor, free flush, free materials, free disposals of both EPA regulated freon and the old units, free expansion valve and free conversion to r410a, etc. Not to mention the equipment he would get would be the generic one he himself mentioned or would be an unwarranted discounted, or possibly, used unit from an online unauthorized distributor. Customer's claims are not in line with the facts or reality in any way and the statement is highly untrue and highly unethical. The fact that the customer made such a false complaint is not a surprise as it was evident that he may. At this time HSC will write off this absurd complaint as a misunderstanding of sorts or just an emotional outburst. However, if it becomes evident that it is an intentional attempt at defrauding our company, then the account will be sent for investigation and all courtesies would be void and outstanding balances billed. It is extremely disheartening to such false complaint especially when numerous courtesies and help way above and beyond contractual obligations was offered. Customer received a $925 courtesy towards his system, a top of the line system with a 10 year manufacturer's warranty, conversion to modern puron, and a no interest payment plan. No further courtesies can be offered on top of everything already done and any further attempts such as this would be handled accordingly.

This was resolved and we are unsure why it is a complaint to begin with. Technician was dispatched, diagnosed the system, reported the findings, and was given approval to do the work. The customer had a $19.60 extra balance on an expensive repair because it went over the annual maximum limit for...

this category. The agent and the customer were unable to hear each other and the customer advised the agent that she will call her back. However the out of pocket expense was not approved by the customer and the technician left the home to go to his next job. A 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:

 The business has greatly exaggerated their efforts and have failed to address the customer service short comings in the delayed response. If they offered to help cover replacing the unit 2 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]

Unfortunately the information provided in the complaint is not correct. The customer also makes assumptions that we provide services such as home improvement, fixing up old homes, remodeling, or general contracting. It is important to note that we are strictly a home warranty company and provide...

warranty services only. All covered systems and appliances are required to be fully operational to the manufacturer's intended designs and specifications at the start of the contract. Also our premiums are higher than our competition due to specifically the service which we provide. Customer signed up with numerous unrelated issues in her home and immediately filed numerous claims. Issues which were clearly pre-existing and were correctly deemed as such after a full diagnosis was received are not subject to coverage. And the customer immediately began threatening the agents with false Revdex.com complaints. However, as customer service is our utmost priority and because we always first give the customer the benefit of the doubt, HSC offered courtesies towards needed work. The customer refused the courtesies, filed this false complaint, and now demands that HSC loses money for her failed attempt to get our company to fix up her home on top of having this false complaint on our record. Customer was never told that she cannot cancel. Customer can and always could, in fact, cancel at any time in accordance with her contractual cancellation policy. All courtesies are now void and the customer can cancel via the contractual cancellation policy. Should the customer decide to have specifically warranty coverage as per the contract and provided services, she can contact us directly or through here. If the customer wants any of the offered courtesies, whether towards the work or the cancellation, it would have to be via a mutual and signed agreement and effectively act as the final stipulation of settlement. Such complaints should never be on any company's record.

At this point it is very clear that the customer will go to great lengths to say anything no matter how false or absurd it is. To suggest ridiculous conspiracy theories about HSC authorized technicians and our contract is clearly taking it to an absurd level. We have a network of around twelve thousand service providers nationwide and it is growing every day; service providers from all over the country, different trades, of different nationalities and from all walks of life - some of which have been in our network for many years and many new ones who sign up on a daily basis. They are not employees of HSC and are all independent private companies whom anyone can call and speak to. They are professionals with great track records who perform honest diagnoses and inspections as well as quality repairs. HSC regularly follows up with customers regarding the performance of the service providers and has an internal rating system for them. The customer's technician, on the other hand, especially one significantly over charging and attempting to get the job, has clear incentive to "say what they want". Our contract is not one-sided and is available to the customer before and after purchasing it. To purchase a product and then to attempt to extort significantly more than what the product offers is unethical and shows true intent. The contract simply has standard clauses to protect from scam and fraud which in our industry is not uncommon. To suggest that on a $600 contract, which covers dozens of categories throughout the home for an entire year, a $950.00 non-obligatory courtesy towards a single non-covered replacement is a "token" amount is simply ridiculous, not to mention terribly subjective. It is, as it clearly appears, a generous and good faith courtesy done in the name of customer service and helping our customer and for a large sum of money. What the customer decided to spend improving his home on his own is irrelevant and has no bearing on the contract or the courtesy. Customer was also offered lower prices for the work had he decided to do it through HSC authorized service providers. The additional settlement contract sent to the customer is conditional and is, in fact, intended to serve as the final stipulation of settlement for this claim and has standard clauses against slander. This is to prevent people from attempting to further continue to extort more from the company above the settlement through false slander. It is the customer's decision to accept the generous courtesy or to refuse it. To demand $4500 while stating that that is the only way he will stop the false slander, on a contract he himself purchased that covers maximum of $2500 on a covered issue, is blatant extortion. It is not an insult, it is a fact of the situation. The customer is essentially saying "I am entitled to zero, I could have been potentially entitled to up to $2500, but unless you give me $4500 I will post false and defamatory complaints". HSC is an honest company and stands behind its products and its customers and has strict policies against such unethical behavior and unreasonable demands. It appears that the customer mistook a good faith courtesy to help him for an opportunity to try and get more money to which he was not entitled to through false complaints. This is not the doing of any agents from HSC. The agent working on the claim has submitted her conversations for review and has worked hard to get good prices, offers, and courtesies for the customer. We appreciate honest feedback and always look to fix and resolve any situations, let alone any situations where an HSC agent potentially made an error – such is the culture here at HSC. We do not, however, give in to blatantly bias and subjective opinions and conspiracies intended to slander our company into paying customer's bills.

The information provided in this complaint is a complete
misrepresentation of facts and this contract has been flagged for review due to
suspicious activity. The customer was initially given the benefit of the doubt
that it was his misconception of our services and he was even given numerous
and...

rather large courtesies, however it has since become apparent that this was
in fact intentional on his part and this false complaint further suggests the
same. That would actually make it fraud on his part. We are a warranty company
and do not cover any issues existing prior to the start date of the contract.
We do in fact, require that all covered systems and appliances are fully
operational to the manufacturer's originally intended design and specifications
at the start of the contract. We do not provide any home improvement services
nor charge such rates and we do not fund any remodeling projects. The customer
needs to contact companies who provide such services accordingly. Customer
pretends to be under an impression that his claim needs to be covered and that
he is waiting for that to happen, when in fact his claim is not subject to
coverage and he was advised of that accordingly. Customer Filed two claims
shortly after signing up with us including one claim on literally day one of
his annual contract. Despite the claim being deemed as obviously pre-existing
by professionals and not covered, HSC covered it to the maximum allowed annual
amount anyway and advised the customer that it was a one-time courtesy. The second
claim was also clearly deemed as pre-existing and the customer was advised that
it is not covered and, once again, explained that we do not provide such
services for which he seems to have signed up for. It took a little longer than
usual for two reasons. First it took a bit longer to get all of the information
from the technician and, the agent working on it had submitted for yet another
courtesy to try and help the customer out even though he was not qualified for
it and not subject to coverage. We do apologize for the slight delay. However,
all courtesies are now on hold pending review of the account. The last claim is
not subject to coverage and should the review show negative results then all
prior courtesies would be void as well. This false complaint appears to be a
way to try and bully us into providing services which we do not provide and HSC
is an honest company with a strict policy against any type of fraud or
bullying. A supervisor at ext.[redacted] will be in contact with the customer to
advise him of the latest status and as he requested for a supervisor to call
him.

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 WILL NEVER BE TOTALLY RESOLVED WITH THIS WARRANTY COMPANY BECAUSE THEIR FAILURE TO REPAIR OUR AIR CONDITIONING UNIT FOR 27 DAYS, FROM JUNE **, 2017, TO JULY **, 2017, IN TEMPERATURES OF 100 DEGREES TO 106 DEGRESS NOT ONLY PUT OUR HEALTH AT RISK (WE ARE BOTH 68 YEARS OLD) BUT ALSO FORCED US TO ENDURE 6 TECHNICIAN VISITS THAT ENDED WITH US PAYING OUT OF POCKET A $125.00 SERVICE FEE AS WELL AS A $390.00 FREON CHARGE THEY WOULD NOT COVER. BY ANYONE'S STANDARDS, A SITUATION NO ONE SHOULD EVER HAVE TO GO THROUGH.I FIRST AIRED MY FRUSTRATION TO SENIOR SUPERVISOR, STACEY C[redacted], WHO STATED SHE WAS GOING TO PERSONALLY TAKE CARE OF THIS MATTER HERSELF.  AFTER OUR CONVERSATION, THE HOME SERVICE CLUB DISPATCHED [redacted] HEATING & AIR ON 7/*/17.  AFTER FIXING A LOOSE CONNECTION AT THE CONTACTOR, CLEANING THE CONDISOR, AND RESETTING THE BREAKER, THEIR SERVICEMAN, STEVE, LEFT WITH A $125.00 SERVICE FEE. WITHIN AN HOUR OF LEAVING, THE UNIT QUIT AGAIN.  THEY RETURNED THE NEXT DAY AND HARD-WIRED A NEW THERMOSTAT AND SAID THAT SHOULD WORK.  AGAIN, AN HOUR LATER, THE UNIT ONCE AGAIN STOPPED AND [redacted] DECIDED IT WAS A BAD BREAKER.  THE HOME WARRANTY RESPONDED BY SENDING OUT AN ELECTRICIAN WHO FOUND NOTHING WRONG WITH THE BREAKER BUT COULD NOT UNDERSTAND WHY THE AIR CONDITIONING COMPANY DID NOT NOTICE THAT THE FAN WAS NOT WORKING AND THAT THE BREAKER WOULD BLOW FROM THE STRESS.  AFTER CONTACTING [redacted], STEVE AND JIM BOTH CAME OUT AND HARD WIRED A NEW THERMOSTAT AND WERE CONFIDENT THAT IT WOULD CURE THE PROBLEM.  AGAIN JUST 1-2 HOURS LATER IT STOPPED AGAIN.  THEY AGAIN RETURNED AND REPLACED THE CONDENSOR AND AS THEY LEFT STATED THEY WERE SO SURE OF THEMSELVES THAT THEY KNEW WE WOULD BE CALLING THEM IN AN HOUR TO TELL THEM HOW PLEASED WE WERE. AN HOUR AND A HALF LATER IT STOPPED AGAIN AND WE WERE NOT SINGING THEIR PRAISE. VERY UNHAPPY I THEN TALKED TO GABRIELLE, WHO WAS NOW RETURNING STACEY’S’S CALLS WHO WAS NOT IN THE OFFICE.  SHE INFORMED ME THAT EVEN THOUGH SHE KNEW I DID NOT FEEL [redacted] WERE QUALIFIED THEY WOULD HAVE TO RETURN TO FINISH THE REPAIR.  DAYS PASSED AND I FINALLY HEAR FROM GABRIELLE WHO NOW STATES THAT THEY ARE GOING TO LOOK FOR A SECOND TECHNICIAN.  THEY GIVE NO REASON AT THE TIME BUT WRITE IN THEIR RESPONSE TO THE Revdex.com THAT [redacted] TOLD THEIR AGENT THAT MY HUSBAND OR I TREATED THEM DISRESPECTIVELY AND CUSSED.  THIS IS AN OUT AND OUT LIE. THEY KNOW IT AND I KNOW IT.  THEY USE THIS LIEING EXCUSE TO COVER UP THE FACT THAT THEY ARE INDEED UNQUALIFIED TO DO THE REPAIR.  MORE TIME PASSES AND THEY TELL ME THEY HAVE FINALLY LOCATED A CONTRACTOR WHO WORKS IN MY AREA.  KAREN INFORMS ME REO MECHANICAL WILL CALL AND SET UP AN APPOINTMENT, THEY DO. BEFORE THEY CAN COME I RECEIVE A PHONE CALL FROM GABRIELLE WHO NOW TELLS ME I WILL HAVE TO PAY A $390.00 FOR THE FREON BECAUSE THE SERVICE CLUB DOES NOT COVER THAT.  DURING OUR CONVERSATION SHE HANGS UP ON ME AND THEN SENDS ME AN EMAIL SAYING THAT SHE DID NOT HANG UP ON ME.  MIKE, A TECHNICIAN OF REO MECHANCIAL, COME OUT ON JULY **, 2017, AND ASSESS THE SITUATION AND DECIDES THE UNIT NEEDS A NEW MOTOR. THEY RETURN ON JULY [redacted] AND WE FINALLY HAVE AIR CONDITIOING AGAIN. THE PRAISE GOES OUT TO THEM!BOTTOM LINE I AM RESPONDING TO THE HOME SERVICE CLUB WARRANTY’S STATEMENTS TO LET OTHER HOMEOWNERS KNOW THAT WHILE THEY ADVERTISE NO WORRIES, JUST SERVICE--IT IS FAR FROM THE TRUTH.  IT WAS A NIGHTMARE THAT I WOULD NOT WISH ON ANYONE.  BUY YOUR HOME WARRANTY POLICY WITH CAUTION! I PERSONALLY HAVE 3 POLICIES WITH THIS COMPANY AND HAVE NEVER BEEN PLEASED WITH THEIR RESPONSE TIME.  IF THEY CAN ONLY FIND 2 AIR CONDITIONING COMPANY’S IN MY AREA FOR REPAIR IN 20+ DAYS, WHY ARE THEY IN BUSINESS?  THEY CERTAINLY DID NOT MENTION THIS FACT WHEN I PURCHASED THE POLICIES. BOTTOM LINE, CHECK OUT WHAT OTHERS ARE SAYING ABOUT THEM.  I AM NOT THE ONLY UNHAPPY CUSTOMER. n order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This is the second time this customer has filed a completely false Revdex.com complaint and provided opinion based incorrect information while HSC has done nothing wrong. Customer need a full replacement of her central AC unit, both inside and out, as well as the furnace. If customer (yet again, and...

falsely) believes that this costs under $1700 then they are, yet again, simply incorrect. There is no option to repair this system as the first repair of the motor/control board failed and the compressor failed right after. This is an old, R22, obsolete system which is beyond economical repair and needs to be replaced with an up to code correct system. HSC has fully approved the maximum allowed annual limit for this replacement and advised the customer a week ago and we are ready to proceed. The customer advised that she will let us know as she did not have the funds to pay for her part. Then this false complaint, yet again, appears with completely non-factual statements that the customer believes can somehow become true if a false complaint is filed. Filing a complaint does not make the system repairable, a repair viable, or change the prices of the cost of a replacement. Customer's claim was assigned, diagnosed, determined, assessed and covered, approved, and is ready to go. As was the previous claim. We continue to provide coverage, good decisions for the home, and contractual service and continue to fall victims to non factual false complaints to which there is no response as nothing wrong was done and pretending something is an option when it is not will not take a needed replacement and change its cost to a cost of repair which cannot be guaranteed or done. If customer wishes to proceed with the claim, which was approved a while ago, she can let us know and we will be happy to proceed. Any claims that remain on hold may be subject to re-evaluation of costs as equipment, material, or labor costs may change with time. Should the customer choose to refuse our services and peruse other options, she may do so on her own accord. In neither of these cases is this complaint legitimate nor can any realistic aspects of the needed work be transformed into something they are not.

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 Home Service Company has called and approved part of the repair on the conditioner; however, their response was inaccurate.  As stated prior, my downstairs AC unit failed, and since I live in Texas and it is summer time, the temperature in the house reached 98 degrees.  I called to submit a service request and a week and 4 days later, HSC had not approved the request.  I did call the service tech HSC uses to come out and fix the unit, since my house was uninhabitable due to the high temperatures and HSC would not give approval, I was forced to either get the unit fixed or live somewhere else.  It took over 3 weeks before receiving partial approval, and given the circumstances, that is outrageous.  I am glad they will pay for part of the repair, but in the future they need to act much quicker.
 
 
 
 
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:
there is a lot of unturth in their statement. yes they did repair my refigerator because it was not cooling, easy, cheap fix. the repair man fixed it within 30 minutes. like I advised, in my complaint, I know i'm out of freon but why am I out (leak) where is it leaking from was my question ? Answer from the coils in HVAC. They wanted to sale me a complete AC Unit costing  thousands off dollars, thats why there are two set of part numbers on there reciept, my old ac unit and the unit they wanted to sale. Another untruth. In upper 90's to 100 degree weather with the heat index even higher in Atlanta Ga. why would I turn down courtesy Freon, that they was charging 55 to 60 dollars per pound. I would be a fool to turn down free freon. Another untruth, after going back and forward with HSC, I decided to use another company (I attached a copy reciept ) who found the leak and fixed my problem within a hour time.The company never recommended a new AC system. My question is why couldn't there technician find and fix the problem. I even request they send another company out to fix the problem and they refused. I cancelled my contract after speaking with them on  multiple occasions, and also through my Lawyer I cancelled. Like in my first letter to Revdex.com, I know I was low on freon because I have a leak but where is it leaking from and why cant you fix it. Im still asking for my 125.00 service fee I paid there technician, and the 275.00 I pain the technician who fixed the problem.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This text is not from the customer but from his lawyer to whom we have already responded. Please see our response to the unreasonable attempts and demands herein: "Thank you for your letter. This 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 handler. However he said he will be happy to take a look at it and show the customer. He 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 it. That 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 schedule. It has no effect on the new unit installed which has been working well. We, again, have just learned about this for the first time from your letter. The thermostat does not come with new units and gets replaced if it is not functioning and needs to be replaced. Customer's thermostat is functioning fine and working with the new unit. We 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 request. The 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 installed. All equipment comes with a full 10 year manufacturer's warranty and the customer can register the unit online on Goodman's website as well as confirm it. We will try to obtain the serial numbers for his unit and register it for him as a courtesy. However, there are no issues with the warranty on the new unit. We 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 paper. The claim took a little longer in large part to the customer taking a couple of weeks to make a decision and proceed with it. On May [redacted] he was advised of the approval and it was ready to be done, but the customer did not proceed until two weeks later. At which point is was processed, ordered, and shipped to the technician. While 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 providers. We did take care of the claim in full, and the customer has a brand new 14 SEER, R410A, 3.5 ton heat pump with back up heat kit installed and working good in his house and carrying a full 10 year manufacturer's warranty. If 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 him. It 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 liability. Having 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 for. Contract actually required for someone over the age of 18 to be present at the home in order to receive service. We 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 have. Should 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 us. Warranty will be registered for the customer as a courtesy and extra assistance, despite it being their responsibility. There is nothing else that needs to be done here. This is a false 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:

I was told for almost 3 weeks that someone was working on the issue. I was to that they were attempting to repair but if they could not they would replace. I was always fine with it being repaired. They NEVER said anything about it being a preexisting issue until I complained about the wait a few days. All of this started on November [redacted]. If there was an issue HSC could have mentioned that back onthe [redacted] when the repairman came out. Instead I was strung along for weeks. There is NO deception there. I have been patient the entire process even with the length of time. If I was told then that they would not honor the claim I would have simply purchased another unit and been done with it. Instead it was drawn out with no communication by them. I have had severely poor customer service. They did nothing to speed the process along.  I have received NO apology about the wait. I have been accused of deception. I want a written apology and my services to stop. Or lack of services. The 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:

It's really sad to see a business make a mistake and not admit to it. This is obviously a misunderstanding where I said to cancel my service call and they assumed that I want to cancel my contract. And to prove that I can guarantee that there is not a quote from the recorded phone calls where I am saying "I want to cancel my contract."  The fact that they automatically assumed that I wanted to cancel my contract says a lot about their business- I'm guessing a lot of people call to cancel their contract because I see a lot of bad reviews online. In any case, they canceled my contract without written notification which i'm not sure how legal that is. Revdex.com, I appreciate your time and help to try to resolve this but it does not look like this company is willing to admit that they messed up. You guys can close the case. My lawyer will send them a letter at a later time.  Thanks. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

While we appreciate everyone's feedback, and while perhaps this may not have been intentional on the customer's part, but literally everything in this statement is blatantly false. Nowhere on our website does it indicate that we reimburse more than the contract, or any other numbers other than the...

contractual amount. Customer has been with us for over two years and had numerous claims. The full maximum water heater annual limit was approved for the customer on her claim. Customer requested to go on her own and even though unauthorized repairs are not covered for reimbursement by the contract, the supervisor approved it for the customer anyway, above and beyond any contractual obligation, and on top of that had also waived the customer's deductible. The contract is an annual contract and must be paid in full in order to receive the services and benefits from the contract. Customer simply has the privilege of paying monthly as opposed to annually. If customer wishes to cancel the contract early prior to expiration, then no services can be rendered as there is no contract and all claims paid would have to be paid back. This is clear and standard in the cancellation policy of the customer's contract since day one when the customer signed up. Customer seemingly wants to cancel and not pay the contract, but yet receive the services and benefits from it. The numbers on the customer's statement are completely off as well. Customer would have had $299.70 left on the contract until its expiration in January while the water heater claim reimbursement was $500.00. We are happy to give the customer the benefit of the doubt should she wish to continue as approved. Should she wish to remain cancelled, a cancellation request has been submitted already as per the customer's request and if there are any outstanding balances the customer will be notified.