DC Energy Innovations

RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: We have never made fraudulent claims, and we have decided to no longer engage directly in conversation with this company due to the repeated false allegations against us and poor business practices that they have demonstrated. We will not stand for repeatEd false accusations made against us by this company regarding the unfortunate boiler breakdown in our home and our unfortunate decision to have faith in and engage in contract with this company. We have turned over the information we have to a lawyer and leave it in his hands at this time. Thank you BBB for at least providing a safe place for consumers to expose corrupt business practices and defend themselves against bad business practices such as that demonstrated by HSC. We will not stand to have our names tarnished because of the practices of this company. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***

The check has been re-issued and re-sent on 9/ [redacted] after the customer let us know he has not received it and it was confirmed as not cashedIf it still has not arrived please let us know

While we understand the frustration a customer may experience when instant service is not provided, it is important to note that instant service is not guaranteedThe claim was filed during the start of the season and the Memorial Day weekend and it was promptly assignedWe do rely on local third party service provider to go to the customer's home and many are booked for the same reasonsTo accommodate the customer we confirmed the service provider did get the work order and will schedule and have now also approved for it to be reassignedHowever it would be unethical for us to guarantee instant service and although we strive and are known to be some of the fastest, it is not always the case each and every timeThe customer was not told that she is not able to speak to a supervisor she was advised that she could not be transferred to one and that a request for a call back from a supervisor was submitted which is standard procedureAgain we completely understand the frustration and we sincerely apologize for any inconvenienceHowever, neither the complaint nor waiving any deductibles is warranted at this timeAn agent will be in contact with [redacted] regarding her claim which is being worked on real time

Customer was offered options on February [redacted] and contacted daily since but has not replied back as of yetAn agent continues to follow up with the customer but as of now to no avail

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

The HVAC claim was approved on 8/**, customer was advised via the telephone with all correct information as always, and has been e-mailed on the same day per the customer's requestThe water heater technician in question stated that he never went out to this property so not sure where the
information about his lady friend is fromSome of the information provided in this complaint is unclear and inconsistent with the information on fileA supervisor has attempted to contact the customer to clear up the water heater claim information and to see if the customer has decided to proceed with the HVAC claim but has not been able to reach themA supervisor will attempt to contact the customer again

I received a call from the company and it was determined that they would amend my membership, returning the unused portion of annual membership fees

There is nothing in this rejection and nothing left to do on this accountCustomer was correctly advised of coverage and the complaint is that he was not advised quick enoughCustomer has filed claims in a month period and the one non covered claim is what this complaint is about, and not because of coverage but allegedly because of timing of being able to reach the customerCustomer wrote himself that an agent did follow up to let him know that he had a due service call fee to the technicianThe only way that would have happened is on a non-covered estimateOtherwise repair would have been approved and there would be no service calls dueWhether the customer had a misunderstanding or just decided to file an unwarranted complaint for some reason, and we apologize for any misunderstandings, there is nothing left to do here as now he is clearly aware of the status and coverageHSC is willing to give the benefit of the doubt and even waive the due service callThis case is considered closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The response provided by HSC is indicative of the lack of respect and poor attentiveness to its’ customers, i.eone being me. HSC has resorted to calling me a “complete fraud” and a “bully,” but failed to address each of the issues I raised in my complaintHSC has failed to address: (1) the more than one week delay in response to the prior plumbing claim I made, (2) the length of time for a customer representative to answer calls placed using their number, and (3) the dissatisfaction I experienced with the vendor response once they’ve been assigned by HSC to address my claimWith regard to HSC indicating that I filed a claim on 8/** and received a call back from one of their agent’s on 8/**, that is correct, but again, HSC did not address that although they may have called me back to assign a service vendor, that still did not address the fact that I would likely have to wait 2-additional days before receiving a call from the vendor they’d chosen, as I had had to do with many of my prior claims. HSC stating that my claim was just a technicality is falseAs I have mentioned time and time again to them, I have a now 18-month-old at home and I decided that I could not wait on their response (which obviously was true given that my call back did not come until the next day and would then have to wait additional day(s) for actual service), so I decided to call a technician on my own, so that my daughter, primarily, but also myself, my husband, and our dog would not have to suffer without air conditioning in the humid and hot Virginia summer weather. Furthermore, HSC claiming that I am a disgruntled customer who has been threatening to file a Revdex.com claim is evidence of my sustained dissatisfaction with themI have attempted to resolve my issues through HSC without a satisfactory resultWhen I initially spoke with them about cancelling my contract ahead of the expiration date, I was told that I would owe them back the money that they’d paid out on my prior claims during that contract period, so I decided to stay for financial reasonsAnd, again, I was told my system was mis-matched by HSC, but they offered to provide me with "good will" credit of $toward the replacement of the upstairs system anywayBased on my recollection, there were no other services done to the upstairs system, and thus there were no intervening issues or repairs that would have resulted in the system no longer being eligible for replacement as they had previously deemed it. And, again, HSC’s explanation that the “good will” credit could not be offered to me any longer because I chose not to accept it at the time it was initially offered (which again was a family financial decision) and stating it would be a liability issue to allow a vendor that they don’t usually work with does not make sense because home warranty companies warranty and service products and systems that are installed by companies not affiliated with the home warranty company all the time. In my opinion, HSC is upset that I, a dissatisfied customer, have taken further steps to have my issue resolved rather than just accepting their poor and inadequate responseHSC is upset that I have chosen to air my grievance on social media platforms to warn others seeking a home warranty company to perhaps choose another based on my experienceHSC is upset that instead of taking the low road, as they have done by name-calling, I have chosen to seek a mediated resolution through an appropriate means
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The information presented is incomplete and incorrectWe are a home warranty company and do not pay home improvement bills, do not reimburse unauthorized repairs as stated in the contract, and have to have the ability to determine coverageA technician was promptly dispatched for the customer's
claimThe regular procedure is for the technician to diagnose the issue and provide a detailed diagnosis, system information, and repair estimates to our agents for reviewThis never happenedThe customer on his own approved them to replace his entire system without ever calling anything in or without any approvalsThis is completely against company policy, against customer's contract, and is not a service we provideThe customer essentially took away our ability to determine coverage, did a big replacement on his own accord, and presented us with a billWe do not have any information on the system, on the diagnosis, or on anythingWe do not know if it would have been covered or if there was a repair optionCustomer also took away our ability to select, assuming if it had been covered, whether it is repairable or in need of replacementAll replacements also go through us for liability and contractual reasonsThis is completely not subject to the terms of coverage and against policy and contractA supervisor has been working on this with the customer and has offered the customer a good faith courtesy, above and beyond any contractual obligation, and has been waiting for the customer to submit his invoiceThe customer has not been responsive since July *** now and the supervisor is unable to reach himGiving the customer the benefit of the doubt that this was not intentional warranty fraud, the supervisor is available to receive the invoice and honor the offered courtesy to the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Does not matter whether or not the unit was working before or after I moved in It was working during home inspectionThe home closed on 1/** and the home warranty was purchased on 1/**And I filed the claim AFTER the warranty was purchased I cannot control events - I have done everything within my abilities to do as best as I can do I had the home inspected A home warranty was purchased The unit was found operable before the home warranty was purchased and inoperable after the home warranty was purchased Please do not remove my complaint from their fileI see that there are many, many other unsatisfied customers of this companyI did not bully themI opted to use my rights as a consumer to seek third party assistance on a point of conflictI find it disturbing that this company feels bullied when a customer seeks assistance from the Revdex.com
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The statements made in the rejection are and out of contextThe coverage terms pasted are for covered systems/issues onlyPhysical damage and pre-existing issues are not covered under the contract and are not warranty issues by definitionThe contract is very clear and this case has been flagged for fraudThe account has been cancelled and fully refunded as per the contract and nothing further can be done on this other than potential further investigation on the intent and actions of *** ***

This is FRAUD and is being handled and reported as such*** *** is not our customerPlease remove this from our recordsHe cancelled his contract many months ago and has not paid any monthly premiums every sinceHe requested to cancel with more than one representative including a supervisor who
tried to save his contractMany months later, after not paying for his service which was cancelled per his own request, he called in because he had a claimFirst thing he asked was "if" his contract was still active because he knew it was cancelledHe cancelled his plan a long time agoHe has not paid any premiumsHe is not a customer of HSCHe blatantly lies and accusesThis is slander and fraud and HSC has no obligation to do anything here other than handle any fraudulent activity appropriately

This rejection is a BLATANT LIE, yet againThe units are automatically registered with Whirlpool and this unit has been registered and has a FULL WARRANTY with WhirlpoolIn fact, the registration is for the UNIT SPECIFICALLYIt can transfer ownership, customer can move it to a different home, and it will still have the warranty it hasYou can call Whirlpool at ###-###-#### and provide them with the unit's model and serial numbers and they will confirm the warranty and the registration and that it is a brand new unitWhat this rejection confirms, besides the clear slanderous fabrications by the customer, is that if another person tries to register a different unit with this serial number they will be deniedAs THIS serial number is already registeredTHIS serial number, as in the one ON THE CUSTOMER'S UINT, is in fact registered and has a full warrantyAt this point the level of blatant fabrications and fraud being pushed by this customer is beyond any doubt or reasonThe customer received more than was entitled to, lied to our agents, made two complaints here, and continues to fabricate easily disproven statements in a clear attempt to prolong this complaintThis could have been checked many times a long time ago as we advisedThere is NOTHING else that the customer is entitled to and nothing else that can be doneWhatever this person is attempting to extort, this case will now be forwarded to our Fraud Prevention Department and our Legal team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This has not been resolved. It is 9/** and again we started a claim on 8/**. The time taken in the attempt to completely resolve this issue is unreasonable. The contractor has also indicated that they wish to no longer do service with this company because of their approval process. We have used *** *** in the past at a slightly higher rate but they turn requests around in less than one week including AC. The initial claim was not answered in time because we attempted to allow time for this to be resolved. Resolved is when the old united is completely restored and nothing less. When you receive the parts for the heater and everything works, then complete the ticket. In addition, we are requesting a refund for the unrealistic delay for this contract and the that we lost from rent to keep our tenant from moving. This company has many Revdex.com complaints as well as with the Texas Real Estate CommissionIn the future if something cant be done, say it, don't keep a customer wondering. Again, thëy went though diagnosis before they returned to the initial diagnosis that it needed to be replaced!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[I am not happy with their response. There was nothing I said that was untrue or false. Their business practice is unethical. The fact that I called in this issue mid June and it didn't get resolved until the weekend of July ***. The fact that their company didn't follow up with calls to me to update me and let me know what was going on. I called everyday some days multiple times to see what the status was and why it was taking so long. It should not take weeks to get an issue resolved. The fact that I was informed from the Technician that the price they gave me was not the price quoted tells me exactly what kind of business they are running. I would hate to not report a business that conducts business this way and then someone else have the same issue and they have to deal with this company. It has been a nightmare dealing with them. I will make sure and report it to the military base to inform all military members not to use this company because it is not worth it. As a business you should inform your customer with the updates of the claim so that we are aware of what is happening. When I would call to check the status the customer agent would tell me it was pending. I would ask why was it taking so long? They told me that they were deciding whether or not they would just replace the coil or the unit. The whole issue is throughout the whole ordeal no one called me except on the last day when the agent finally called to let me know they were replacing they coil. I voiced my concerns to her at that time. It again should not take weeks to replace something as simple as a coil. The fact that my house was degrees for weeks is ridiculous when I have a warranty that is supposed to take care of this issue. It is sad that as a company you drag your feet on getting the job completed is wrong. If I didn't make my payment to them weeks late they would cancel my policy but they can drag their feet and stall as long as they like to make a repair is not okay. I think as a business they are wrong and they should apologize for the amount of time it took. I don't like the fact that I was told $to replace the AC unit, however the price quoted was not that much. Either way you look at it that is wrong. As a customer I don't need them. I picked them but I am cancelling my policy with them because I don't feel I can trust anything they tell me now. I can take my business elsewhere and I will. I don't want another customer having this same issue.Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

It is both surprising and alarming why this is a complaintCustomer had a completely non-covered issue over months ago and as a good faith courtesy, and because customer service is our utmost priority, we offered the customer $through a program we have towards any of the available
dishwasher models we offerCustomer stated that they will think about itThree months since the customer decides they want to buy a new dishwasher for their home and call in asking for moneyThis LITERALLY has nothing to do with our services, they are just asking for money for some home improvement and now apparently using the Revdex.com platform to bully and extort that moneyBefore the complaint the customer was, again in good faith as a courtesy, offered $towards any dishwasher they wish to purchase on their ownLiterally a gift, outside any services we provide and any contractual obligations, just a generous offer for being our customer and calling for helpInstead the customer opts to file a complaint and demand a $gift for no reason only because that was the number offered months ago which was conditional through a specific program and, again, not a contractual obligationHSC has strict policies against fraud and extortion and all courtesies have been voided and all services will be provided strictly to the letter of the contractShould the customer wish to cancel her contract, she may do so in accordance to the cancellation policyShould the customer wish to use our services as she purchased and as provided, she may do so until expiration of the contractShould the customer have any questions she may contact the agent assigned to her contract at ext***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedI talked to a manager and came to a resolution I wish to go no further in this process
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***