DC Energy Innovations

This is a very suspicious complaintThus far, this customer has been given the benefit of the doubtHowever, we are unable to reach him anymoreNot sure what monthly payments he is referring to that we take, as he only paid the one and first monthly payment required to open the account and
immediately filed a claim for a washer making noise due to completely worn bearingsA professional technician was dispatched promptly to the customer's home and inspected and diagnosed the systemThe claim assessment was and is correctIt is important to note that we are strictly a home warranty company and conditions existing prior to the start date of the contract are not subject to coverageIt is not an excuse, it is an actual, contractual, non-covered perilA supervisor did offer customer numerous generous courtesies above and beyond any contractual obligationsThe customer has requested to cancel his contract which has been done as per his requestThe customer can contact the supervisor at any time

Customer's out of pocket cost is not $It is actually $Making blatant slanderous and intentionally uninformed statements here is highly unethicalThe cost involved is not for a system repair, it is for a big system replacement the cost of which is well above the maximum annual cap allowed by the policyThe annual cap of $is meant to withstand numerous repairs throughout the year in an unfortunate circumstance where multiple repairs may be needed in a one year warranty termCustomer has $left on cap after a prior repairHowever, the system cannot be repaired and must be fully replaced and upgradedThe customer's out of pocket cost is just his balance after HSC coverage of the cap amount left on customer's policy for this yearTaking facts out of context in an attempt to get more than a policy they signed up for allows and using out of context information to slander our company is suspicious and unethicalHSC is ready to proceed with the replacement as the customer was advised

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 warranty company's policies are not in question. The execution of the policies are in question. The company used many words above to say nothing. The fact remains that the warranty company made claims in its response above and in its phone calls with me about the working order of a unit the company did not inspect and does not have the data to support. If the Revdex.com researched this company, and all home warranty companies, it would not surprise if the conclusion was to recommend against consumers ever purchasing a home warranty. It appears that they seem to know the working status of appliances from hundreds of miles away and will therefore always claim that a problem is a pre-existing condition and therefore not subject to coverage.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

This customer is a fraud as is this complaintCustomer signed up with both a bad air conditioner (used only in the summer time, and with an issue that takes time to develop and manifest) and a bad furnace (used only in the winter which has not started yet and the issue is from last winter long
before the start of this contract, if not longer)It is literally physically impossible no matter which way you slice it that these issues are not pre-existing to the brand new contractThere are NO contractual obligations to service this systemIn fact, contractual obligations are the opposite, to not service it until they are replaced and are in good working orderThis account will be handled by our Fraud Prevention Department accordingly

All obligations have been fulfilled in full and this claim has been resolvedThere is nothing else for HSC to do or provide on this claimCustomer has been informed in depth of all his options and nothing was done without his approvalCustomer was advised that he can shop around for fair market ratesFiling a complaint because a claim takes longer than usual, despite claim times not being guaranteed, can be understandableRequesting more than our services provide is wrong and not a contractual obligationThe claim has been resolved and there is nothing else to be doneWe apologize for any delays which may have been experienced and hope the customer enjoys his brand new, up to code ,air conditioning system

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:
[Your Answer Here]
Dear ***, I do not agree with The Home Service Club. I did phone them saying that my system is old, approximately from 1980's and it has sat outside all of these years. Currently, the contractor did put freeon in which all leaked out in literally days. I contacted him and told him he needed to return and make the proper fixes for long term use, not just days. I received no response back from the contractor. Yesterday, I filed a small claim in the city of Alhambra because the contractor did abandon the job and did accept full payment, without returning a cent of it! I will be sending you the written invoice that I did receive from Franco Heating and Cooling Air. Sincerely, *** *** P.S. The Home Service Club did lie about me...I am a very fair and honest person and I understand that my system was too old for them to warranty and I am pursuing QUALITY COMPANIES with excellent ratings to fully replace my HVAC system
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:
The lack of professionalism is clearly displayed in the company's response My complaint is NOT a duplicate and needs to remain on record My complaint was filed prior tomreciept of my replacement unit Additionally, the company has filed to provide a statement of purchase that shows the actual cost of the fridge, and conpnay paid portion which was in my original request Their lack of response leaves me catious that the company is acting in a fraudulent manner This issue remains unresolved until I receive a full ledger of the charges for the fridgeWhich I have still not received
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:
Your company is not standing by the warranty that was purchased Simply rejecting and refunding our services warranty contract is not how we want this resolved We simply want the refund for the cost of repairing the air conditioning unit
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:
[Your Answer Here]
Actually because I am the property manager for the owner and have a contract with the owner to handle her business, that does make me a customerI am under contract to act on behalf of the owner, which I stated to the lady who filled this out She obviously isn't intelligent enough to know the difference I have never in my life had such a horrible response from a company, obviously unprofessional We weren't trying to get anything for free They are a fraud business based on their Revdex.com ratings, they say they cover things and then don't We had a fridge that has been out of service for the same amount of time, they took just as long to decide they will not cover it either The person who responded to my original complaint on this is the person I spoke with and claims she is an expert with ALL issues that come in These owners have owned this house for a few months prior to this issue arising, the home warranty company is claiming it was pre-exisisting, if it was pre-existing it would have been notated on the inspection report which I offered to provide to them Her response, : Inspectors are not certified to determine if the unit if functioning properly." Check the voice recording Of course I was rude, I have been trying for a month to get my residents taken care of who are sitting in 90+ temps and 70+ humidity with out an AC It shouldn't take this long You can't reach anyone but customer service, they tell you they have to send emails to have supervisors call you, I called three times before one returned my call in three weeks I called back again after filling this complaint, and then the person who responded to this complaint called, coincidence???? That is when she stated it was pre-existingI don't think I was out of line based on the numerous times I have called They charge extremely high fees, and then either take forever hoping you will give up and find an outside vendor, or they tell you it's not covered because it's pre-existing These people are crooks and beyond unprofessional, their reviews state the same thing, the complaints on the Revdex.com site say the same thing Nothing has been resolved because of their stance
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

This is a preposterous set of lies and exaggerated slanderAbsurd statements about what allegedly happened a year before our product was purchased are irrelevantStatements such as "my husband and Denise talked but didn't get anywhere" speak for themselvesThere is nowhere to get to, the customer simply means they demanded free money and the agent was not able to give it to them (although a large courtesy of $is, essentially, a lot of free moneyThey simply did not get even more)Of course HSC does not ask the technician regarding coverage as he has absolutely nothing to do with it, makes no such determinations on our behalf, and does not even know when the customer signed up in order to give such opinionWe expect honest and non-bias diagnoses from our techniciansThe facts from them speak for themselvesOver dramatic statements such as how amazed the coworkers are, how it is hot in the house despite the unit having been bad before and there being another working unit at the home anyway, or the absurd exaggerations about not being able to reach someone are either completely non factual or irrelevantThey are clearly meant to be over dramatic for the purpose of slanderThe facts are simple (please refer to our original response)The system issue is clearly existing prior to the start date of the contractThe issue is contractually not subject to coverageCustomer demanded free money and received a large courtesy above and beyond any contractual obligationsCustomer refused, demanded more free money and made a complaintMaking up prices that we do not have is also absurd and irrelevantCustomer is welcome to get the work done on her own as it is her system and liability and has nothing to do with our companyHad this been a non covered issue without the clear attempt to defraud and bully our company, and as advised by the agent before the blatant slander, HSC would offer a courtesy even if the customer decided to go on her own (they would simply have to assume the liability if not going through us, which is standard and obvious)Customer, however, is not mentioning the facts and simply is trying to make our company look badThis entire rejection is a fabricated and ridiculous case of slanderCustomer has not requested to cancel her contract yet makes a statement about being worried that money would be taken out of her accountSince she now stated in the rejection that she wants to cancel her contract, we will take it as a formal request to do so and submit this for cancellation via the standard cancellation policyProviding there are no outstanding balances due, this contract will be cancelled and no further charges will be madeFraud Prevention Department will review and report this account accordinglyNo free money or other courtesies can be offered at this time

This claim is being worked on and the allegations in this complaintare not trueCoverage of the issues has not yet been determinedNorepresentative ever hung up on the customerAnd HSC makes no authorizationsfor third party contractors to charge the customer's credit cardHSC paid forthe first
service call and has advised the customer that a second opinioncompany will be going out at no expense to himA second opinion company has,in fact, been set up and the customer was informedWe understand that thecustomer, especially with what is likely a pre-existing issue, wants everythingdone as fast as possible, and HSC does try to get everything done that way -there are still procedures and a process that must be followedThe technicianis available and should be scheduling with the customer per their earliestconvenienceOnce all information is received, coverage will be determined andthe customer will be advised

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:
So did you listen to the recorded conversations or not??
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

This complaint, as well as the customer's account, are completely false, fraudulent, and will be handled accordingly by our Fraud Prevention Department and our Legal DepartmentAny outstanding balances owed to us will be billedThe complaint is full of blatant fabrications, statements,
requests with evident intent, and it is clear that the accuser has never read nor understands the contract that they so frequently mentionWe request that this attempt at fraud and complaint be removed from our recordsCustomer signed up to have their year old boiler with a degraded heat exchanger (something the accuser claims happened that week) and in terrible condition replacedOur contract very clearly states that we do require all covered systems and appliances to be fully operational to the manufacturer's originally intended design and specifications at the start of the contract, which this system clearly was notThe contract, to which the accuser repeatedly refers, also clearly states that we do not cover any issues existing prior to the start date of the contract, clearly defines such issues, and states that we reserve the right to determine if the issue was, in fact, existing prior to the start or not based on, including but not limited to the opinion and findings of the professional technician as well as our trained employeesCustomer is clearly abusing this venue and the reputation of the Revdex.com in order to fraudulently bully an honest company into replacing their old boilerCustomer also makes claims regarding us agreeing to insure them and projects liabilityWe are not an insurance company and have not received nor approved any applications from the customer who simply went ahead and purchased our productNow the customer is demanding things (intentionally and planned) which our product does not offer and has resorted to blatantly fabricated statements, accusations, and nothing short of slanderHSC is an honest company and has a strict policy against such attempts of fraudWe will continue to stand tall against such complaints and attempts and providing industry leading service to all real customers

This is a fraudulent account and complaint and will be handled accordinglyCustomer signed up intentionally with two known major pre-existing issues, one of which is only a summer issue on a system that is only used in the summer, and one of which is only a winter issue on a system used only in the
winter timeContract started in August and the heating issue is at the very minimum there since the last winter season, and both issues are clearly and factually pre-existing as it would literally be impossible for it to be the case otherwiseCustomer was very rude off the start to the agents and supervisor who gave him the factual information and correct decisionHe was even offered courtesies towards replacing both systems but insisted on being a bully and attempt to get what is not coveredCustomer has a crack on his heat exchanger and a leak in the coils with already no refrigerant in the systemCustomer signed up for a home warranty for this which is against contract and policyThere is nothing left to do on this claim, this claim is closed and the account will be reviewed by the proper departments for suspicious activityShould the contract be void or should there be any outstanding balances due, the customer will be notified

All complaints and/or issues on the account have been addressedThe supervisor in reference was taken off the account and all conversations will be reviewed and handled accordinglyThe account was transferred over to a corporate supervisor

As per our conversation with the Revdex.com, we are confirming that this is not covered by our contract/policyPlease see the following excerpt from the contract: "Examples of not covered: conditions that existed prior to Agreement effective date; lack of routine care and maintenance; misuse; and rust and/or corrosion." Also please see: "The covered item will be deemed to have been in “proper operating condition” on the Agreement effective date if it was correctly located within the home, was fully connected, was capable of successfully performing all operations commensurate with the manufacturer’s original design intention" and "Determination of the operating condition as of Agreement effective date, and the nature of any failure, will be made by HSC based upon our professional opinion, reflecting but not limited to, diagnosis made by our Authorized Service Contractors or trained direct employees." Please refer to our previous responseThis is an intentional attempt at fraud and will be handled accordinglyThis contract is terminated and a pro-rated refund less any claim costs paid out and in accordance to the contractual cancellation policy will be issues and the account will be reviewed by proper departments

Dear Sir/Madam, Complaint number *** from *** *** was closed because there was no responseThere was no response because we were in process of resolving it with the customerThis complaint has now been resolved with the customer and a corporate customer relations supervisorWe would
like to respond to the complaint with the following: “This issue has been resolved.” Thanks, -Dmitriy Dmitriy K*** *** *** *** ***
*** ***
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** *** *** ***
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Some of the statements here are not consistent with the facts andsome are completely not trueHSC is, however, fully committed to coming to aresolutionThe representative working on the claim did approve the extracharge refund for *** ***, as she requested, and has e-mailed *** ***accordinglyHSC will stand behind his offer and will issue the increasedrefund in the amount of $Theterminology used by the representative is not and was not meant to be insultingand is widely used in the industryHSC sincerely apologizes if *** or *** ***felt insulted or misinterpreted the languageTerms such as "rig" or"band-aid" repair are commonly used and are not accusations nor arenecessarily negative termsIn fact, many times people opt for those options toprolong the life of the old and dying system, for exampleHSC will requirethat a cancellation letter be signed due to the extra refund being applied, andwe will gladly stand behind the offered, and requested, resolutionWe againsincerely apologize for any misunderstandings

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 disagree with the statement that the no one asked for a blank check for services, the contractor did ask me for thatAlso, he had no appointment times available for me to take except for 1/hour window during the dayI've never cancelled an appointment with the contractor as I had never made an appointment with the contractorThe company's excuse is that they aren't the contractor and so are blameless in this matterThey supposedly pick the contractors so I do think they should take some of the blame(as other complaints of the company indicate)I asked repeatedly to be reassigned with another contractor but my request was ignored by this company. All in all I felt the only thing I could do was ask for a refund after this experience with this companyI did finally talk to a decent person today from this company who said she is processing my refund and I should get it shortlyI'll keep an eye out for that refundHopefully I will get it soon and I can put this experience and company behind me
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

There is nothing in this rejection pertaining to the caseIt is only preposterous and emotional threats, accusations, and slanderous rantsPlease refer to our previous replies with facts and information as well as the technician's statementsThis case is considered closed and the customer and her company will be reviewed and possibly investigatedAll outstanding balances are subject to further actions including but limited to collectionsYelling that everyone is a liar and everything is fake after going to huge lengths to attempt to commit warranty fraud on our company is not something that our services accommodate and is the low level of what this complaint has now turned intoIt is not new information, and there is no response other than to refer to the previous replies where everything has been provided