DC Energy Innovations

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]Denise was the person who would call meI asked her on Thursday if she would give us more money towards the replacement of the air conditioning system I asked if she could ask her higher up if they could give us more money toward the purchase of the new system because this air conditioning unit was inspected year ago and the company that checked it made repairs and said that it was working fine because they fixed whatever it was that was wrong with it I don't have any idea how long the freon was leaking, BUT it wasn't leaking a year ago We haven't had any more problems with the AC system until last week on Sunday, May *** I called on Tuesday because Monday was Memorial dayOn Tuesday, Freddy from the AC company came right out to look at the system He determined that the system needed to be replaced Apparently there was a freon leak which leaked a little less than half of the freon from the AC The next morning, I got a call from a man from The Home Service Club saying that they would only give me $toward the new system I asked if they could just replace the broken parts and he said no He said that HSC would only give me $towards a new system because it was a pre existing condition I asked that his supervisor call my husband so that she (Denise) could speak with him My husband did speak to Denise and they did not get anywhere Then she wouldn't answer his call when he tried to call her back She did call me the next morning and that is when I asked her if she would give us $1000.00 towards a new system or if we could meet in the middle since there was no way to know if there it was a pre existing condition She said that she would talk to her supervisor but that she may only be able to get another $ I asked her to ask for $1,000.00, and she said she would work on it A few hours later, I tried to call her back but she was busy so I left a message for her to call me I then called GF Heat and Air LLC (Freddy) and talked to him I asked him if he had talked to the warranty company He said that he did He told them what needed to be replaced and they said that they weren't decided on what to do yet I kept calling HSC because I live in the south and It was really hot and I have my year old aunt staying with me, and I needed to get AC as fast as I could I continued to try to call Denise all throughout the day (every 45min-1hour) The people that I spoke with said that only Denise could answer my questions because the company was still undecided on what to do I called Freddy several times that day and he called HSC too He said that they were tired of him calling because they told him that they still didn't have and answer for them and they would call him as soon as they did During this phone call to Freddy, I asked him a few questions One question I asked him was: Did they ever ask you(Freddy) if you thought the freon leak or problem with the system was pre existing? He said that he didn't know if it was a preexisting or not He had no idea AND HSC NEVER ASKED HIM IF HE THOUGHT IF IT WAS A PREEXISTING CONDITION!! He didn't think that you could tell if it was preexisting or not Now, if HSC if confident enough to send him out to fix the AC, wouldn't they want his opinion? Wouldn't they want to know if the condition was preexisting or not instead of assuming? I told Freddy that I must get a new system regardless if they paid for the system or not so I told Freddy to go ahead and install the systemOn Friday, June ***, Freddy installed a system for usThe interesting thing about this is that it only cost us $4,for the new system The HSC told us that it was going to cost us $5,minus the $if I wanted to accept the $(this was on May *** that I was told this by HSC) Now, if you do the math, If I would have taken the $and paid the rest, it would have cost me $4,instead of $4,000!!!!!! Lastly, I called numerous times on Friday and was finally told that no one could talk to me because my account had been flagged But, that they would once again give my message to Denise One girl told me that she had relayed the message to Denise the day before I never heard back from Denis until today at 11:05 today, monday, June *** She told my that the offer had been voided and one reason it had been voided was because I had contacted the Revdex.com I was really upset about this because I don't think that I should get rejected just because I complained to the Revdex.com I also want to say that I never demanded that they give me money I am frustrated because when customer service tried to connect me to Denise, the phone disconnected(times) When I tried to talk to other customer service people, they didn't have any answers for me and said that I needed to speak with Denise.I had to try to deal with this when I was at work and my coworkers were horrified at the customer service I was given Please contact Freddy and ask him about what happened He will tell you that they never asked about a pre existing condition (freon leak) PLEASE, PLEASE read other reviews on this company and PLEASE post this!!!!Also, I am worried that this company has my banking routing number or debit card info What if they take money out of my account even though I want to cancel my policy I have heard of companies doing this before and I am scared!! Please let me know what I should do!Thank You,*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

While we appreciate all feedback and always care for any concerns expressed by our customers, there are also strict policies against unethical behavior and slanderous informationCustomer filed a claim for a non-covered pre-existing issues on a year old completely broken down refrigerator
HSC promptly dispatched a technician who fully diagnosed the unit, advised that parts are discontinued and not available, and that the unit is beyond repair (17-years old with many significant and unrelated issues that nobody works on including issues with the sealed system, the drain, evaporator fan, temp control, and even missing parts)The claim and the diagnosis were reviewed and despite it being complete outside any warranty coverage, HSC offered the customer options to replace the year destroyed unit with a brand new one, as it should be doneThe customer demanded that we allow him to purchase used parts online and attempt to rig non-recommended repairsAn agent nicely explained to the customer that we would never do that even if this was a covered systemWe only use new parts from authorized distributors and the system was beyond any economical repair anywayThen an agent offered the customer a courtesy of $towards anything he wanted to do with the unit, however the unit would then be his liability until replacedThe customer said he will think about it and went ahead and filed this complaint with absurd and untrue statementsNever were there hold times as he suggested, or even remotely close to itNever was he hung up on, everAn agent, in fact, attempted to follow up with him even and could not reach himWe are willing to give this the benefit of the doubt that it is not intentional bullying and fraudHowever, all claims will be handled in accordance with the contractual terms and conditions and good faith courtesies are voidShould the customer have any questions he can contact the agent who assisted on his claim or our general customer service department

There is nothing new in this rejectionIt is a repeat of information and denial of facts, along with further accusationsNobody demanded anyone's silenceCustomer was offered favorable cancellation terms he was not entitled to but requestedThose terms are conditional and act as a final settlement of the caseCustomer does not have to sign or accept them (despite being the one who requested them to begin with) and, in fact, he did notSo those terms are void and the contract is subject to the regular contractual terms which are being followed by us fullyAs for his unit being serviced years ago, it an irrelevant claim to the issues found on his systemAny invoices made by the customer or a company of his choosing on a system no longer in place are a clear conflict of interest and go against all other findings and facts on the account and do not address the concerns expressed by the original diagnoseCoverage was determined based on numerous points and first and foremost on the findings on the system which were never addressedThe suspicious activity on this account and customer's clear intent as described in the previous response are very evidentThe contract is cancelled as per the customer's request and no non-covered or unauthorized work is subject to any coverage, let alone on an account under review by Fraud PreventionNo further courtesies can be offered here and everything is in accordance to the original contractual agreement

We are happy to provide correct information of the transpired eventsCustomer has a non covered claim and HSC has nonetheless offered a generous courtesy towards the system replacementCustomer initially accepted the offer but then decided to go with a different company than one which was
assigned, diagnosed, and approved with and decided to go with an unauthorized repair which voided the courtesyHowever, the agent working on the claim yet again obtained another generous courtesy towards the repair and situation at handThis is a case of HSC not only not doing anything wrong, but repeatedly going above and beyond contractual obligations and the customer simply not only wants a courtesy after a courtesy, but accommodations for financing and other services that we simply do not provide and are not contractually obligated to accommodateAlthough, as mentioned, we have accommodated regardless with generous courtesiesOur records indicate that the last status was the customer had accepted the last generous offer, however, has opted instead to file this complaintAll courtesies are not void and everything will be strictly by the contractShould the customer wish to accept the offer, it would have to be agreed upon in writing and serve as final stipulation

There is nothing new in this rejectionAll service was provided in accordance with the contract and we apologize if a customer had different expectationsPlease see our previous repliesThis case is considered closed as there are no further actions to be takenThis should have never been a complaint

While the information provided is not fully correct, a supervisor has been attempting to contact the customer for many days now regarding the claim and resolution and is unable to reach themShe will reach out to the customer again or the customer can contact us

The information in this complaint is incorrect and is based on a misunderstanding of coverage and services we provideHowever thisissue has already been resolved as a customer courtesyCustomer had anon-covered systemRegardless of the situation, a supervisor has spoken to thecustomer and offered
a large sum of money as a courtesy to the customer to puttowards the unit replacement including an extra courtesy on top of the originalofferCustomer understood and agreed and check#*** ison its way

Revdex.com:
I have been working with a senior CS Rep in reference to complaint ID ***, and would like to withdraw my complaint, as she is helping assist in finding a resolution
Sincerely,
*** ***

This account is under review for warranty fraud and customer will be investigated and advised accordinglyEverything stated in his complaint is blatantly falseHe is completely mis-representing and mis-quoting coverage and making up, out of thin air, a value for non covered year old unitsThis
is on top of a large spectrum of suspicious behaviors already recordedThere are no offers to be made on this account and it will be reviewed and possibly investigatedCustomer has numerous open lines of communication and did have previous, generous offers as a courtesyHowever he elected to refuse them

Unfortunately this is a blatant misrepresentation of factsAs previously stated, the assistance offered was a good faith courtesy as there are no contractual obligations to honor in this caseRepeating that we are refusing to honor an agreement is a fabrication which the customer admitted to and understood this was a courtesy and asked for it claiming that she made the complaint with fraudulent statements not because of the courtesy but because she did not like the customer service agent she spoke to more than THREE months priorAll courtesies were void, as previously mentioned, and all claims are handled to the letter of the contractWe have this complaint and an attempt to extort money from us on our record for the next three years now for no reason or fault of our own The customer requested the agent work on the courtesy for her despite the complaint and the agent advised her that while there is a flag on the account and a complaint she cannot offer or reinstate any such generous courtesies above and beyond any contractual obligationHSC is an honest company and has strict policies against such unethical actionsWhile initially requesting such good faith courtesies which the agent advised may still be possible, the customer then changed her mind and opted to pursue the complaint in attempting to get moreDespite initially giving the customer the benefit of doubt, it has become clear and evident that the customer here is intentionally stating information and attempting to extort money from us for no reason under the disguise of “good customer service”The customer has since requested to cancel once she was told that we do not simply send out checks as gifts to people who attempt to extort it from us via such waysThe account has been processed for cancellation and any outstanding balances or refunds, whichever apply, will be handled according to the contractual cancellation policy

This is now absurd at this pointHere are the same, already numerously mentioned, facts in an as clear of a breakdown as can be:1.original complaint was about non covered charges, which we have addressed and are correctThen it was about the time it tookWe addressed that as well, it took a little longer than usual but not as exaggerated as it was made out to beWe do apologize for the slight delay during the busy seasonWe are not in the healthcare industry and there are no comparisonsWe rely on local service companies and have to check and double check everything to make the best choice for the customer's home while going by our terms of coverage. The price, again, is not $3550.00, it is higherThat was the price after covered costs were appliedNobody ever infomred anyone of any other prices let alone unreasonable onesThere was no replacement approved, it was a courtesy option we offered with only the repair costs approved towards itNot the entire annual allowed cap. We always care about our customers and go above and beyondWe have not done anything wrong, addressed every issue, approved and covered a very expensive, $repair (which customer originally claimed was "a couple of hundred dollars", similar to the other absurd prices claims herein), and are now a victim of statements and accusationsHSC will continue to do the right thing, stand behind our customers who do the right thing, and make the best possible decisions in each situation. There is nothing else to do here and this file is closedOriginal complaint was regarding charges which were correctHSC took care of everything else and apologized for the slight delay

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]
This entire claim has been completely mishandled by HSC without anything really being addressed at allI've called back into HSC to discuss the work that was completed in my home and to also make a complaint against the supervisor that mainly handled the claimI was given the "run around" again for a final time. Speaking with *** *** again she tells me that "She does not handle complaintsWe do not have a department that handles complaintsYou will have to call the customer service line and ask one of them." Again, yet not surprising she is telling a bold face lie in attempts to snake away from the pending review I wanted to express on my behalf about her and whom ever has been responding to these messagesFor a company that says plainly on their website "Customer Service is our Priority" it seems I'm having to bend over backwards to first show these people I'm not only a customer desperately looking for some quality service but just an opportunity for them to do the right thing and help and not tell liesNone the less I finally got in touch with Anne S*** who was able to take my complaint after explaining the situation to herI do appreciate that I was able to finally voice my concerns of just begin berated in every encounter that I've had with HSC and no one has offered any type of dialogue to understand and work through my issuesYet once I was finished Anne, who supposedly works in the "Complaint Department", she clearly showed that she had never taken an accurate complaint before because she truly seemed lost on what to do nextAfter she said"Ok, can I do anything else for you?" I had to tell her "Yes, normally you would let me know what you are going to do nextThen look into the issueAddress the issue from your end and give me a timeline in which you will contact me back to let me know the issue has been resolved." She agreed and said that is what she'd do and contact me back in a few days, which she didLong story short, the work was done but the things I've had to go through to get sub-par customer service from a company that obviously makes a living lying to their customers and scamming them out of money is atrociousI reject your response and I'll let the Revdex.com take this complaint from hereOn to the Department of Consumer Affairs and so fourth
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:
It is truly unbelievable that a company would attempt to allege misrepresentation of one of its customers to avoid paying a claim with absolutely no basis of its accusations. There was no pre-existing condition regarding this claim for an air conditioning unit repair and no misrepresentation. Our home was purchased in January of and from the date of purchase was covered by a home warranty plan and has continued to be covered without any lapse in coverage. The decision to purchase coverage by the Home Service Club in January of was done so because their rates were less than what we were then paying and the coverage was the same. The heating/air conditioning unit has always been fully operational and the air conditioner has continued to be used as needed during periods of warm temperatures. It was used all last summer and since then when it was warm, especially in March and April of this year until it developed a problem. The Home Service Club sent a technician from "One Hour" who was not able to make the repairs as parts would be needed. When we contacted the Home Service Club about the repair we were told that it would not be covered as there was a pre-existing condition. When I asked how they determined there was a pre-existing condition Stacey C*** (supervisor) said it was based on "professional opinion." When I asked whose professional opinion, she said it was their technician's opinion. When I called "One Hour" company who had responded to the service call, the owner told me his technician has never spoken with anyone at The Home Service Club and there has never been anyone else who has since been at the property. The owner of "One Hour" said he contacted the manufacturer of the air conditioner who verified that the parts to the unit are still under warranty. Therefore, any costs for repair would just be for installation. Stacey C***, supervisor, was very rude and proceeded to talk over me loudly to the point of yelling at both my husband and myself during phone calls. She was yelling in an attempt to get her point across that there was a pre-existing condition, although she could not give any basis or reason for that opinion. When I would ask her to explain who or where they got this so-called professional opinion is when she started yelling. I don't think she realized that this unit was continually covered under a warranty and there would be no reason to "sign up with a bad system with an intention to get it replaced" as it has been alleged, when in fact it has always been covered, since the home purchase in by a warranty plan. That just wouldn't make any sense. During one phone call my husband was offered $by Stacey C***, supervisor, for the repair, estimated at $1600, which has been rescinded by this company because they now call it a courtesy that they no longer intend to honor. I do not cheat anyone and I do not like to be cheated. I am a nurse and have made it a career to help others. It is very disheartening when a company that was paid for a service would turn it against a person because they had a claim and be accused of misrepresentation. There is something really wrong with a company an people who work there to stoop that low. This company is responsible and should make the repairs as needed.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The technician was out numerous times and HSC has covered the repair attemptsThe issue is that the technician refused to work with the customer further because, as he informed one of our agents, the customer disrespected him and cussed him out of the houseWhile we understand the frustrations on
both parties, and we have pleaded with the technician to go back out, it is by no means a breach of contractWe have done everything obligatory on the contract and have helped further and advised the customer that we will look to assign a second technician to finish the work, which may take longer due to no fault of ours, and that has been doneRepair has once again been approved

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:To begin with I never threatened anyone at HSC. I did state a fact that I was filing a complaint with the Revdex.com, the NY AG's office and that I was pursuing legal action. This is not a threat....it is a resource available to anyone who thinks they were taken advantage of by whatever means (fraud, deception etc.) It response HSC decided to accuse me of fraud and flag my account for suspicious activity. What is suspicious about this? That's nonsense. Their response doesn't surprise me giving the numerous complaints similar to mine. I would ask that you (Revdex.com) contact the owner of *** *** like I did and like Dmitri also did and get the facts straight. Their number is ###-###-####. Dmitri asked *** *** for pictures which he hasn't received and is trying to say it is because they are busy. This is not true. They don't have pictures because they never took any. Also, the owner of Blue Star told me that there wasn't any rust or corrosion. He told me that he always replaces the line set whenever he replaces an AC. He DIDN'T have to replace it but he was doing this to make sure EVERYTHING is new. HSC is using this as an excuse to say the line set caused the AC to fail and that the line set isn't covered by the warrantyI have been called every day by someone named Stacy C*** at HSCHer number is ###-###-####. I haven't answered her calls because I am not going to argue with them anymore. I don't know if she is calling to harass me since I was put on the "unhappy customer" list It's obvious that they have a bad reputation and I would like someone at the Revdex.com or the AG's office to mediate it or take legal action. On a side note please look up the name Alex M***. He messaged me when he read my complaint and said he also recently filed a complaint with the Revdex.com for the same thing. He said that HSC agreed to refund him but he still hasn't received a check. I am sure this is nothing new.
[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 have determined that my complaint has NOT been resolved because:
[Your Answer Here]The Home Service Club did not address, in any way, the $discrepancy between the price quoted by the original technician (as told to us) and the price they say that he quoted to them for the replacement of both the condensing unit and evaporating coilWhen HSC called me on 8/**/15, they said that the technician had quoted $for this jobI spoke to the technician on the phone, immediately after speaking to the HSC representative, and he told me that his actual quote was $When I called HSC back, thinking they had mis-heard his quote over the phone (given the exactly $difference), they were very abrupt and absolutely refused to contact him to confirm his priceInstead, as I wrote in my original email, they insisted on getting a second opinionThe technician had absolutely no reason to tell me a different price than he had quoted to HSC -- he was going to be paid, whether it was by us or HSCHSC, on the other hand, has an incentive to find/report the highest possible quote because, the higher it is, the higher the customer's cost share and the less likely the customer is to accept HSC's money -- especially, as in this case, when the repair could be done for significantly less -- i.e., below the annual A/C max payout.In this case, HSC is insisting on a full replacement of both the condensing unit and the evaporating coilTheir argument for doing so does not hold upAlthough the freon currently used by our system will be phased by (years away), there is a drrefrigerant that can and is being used by systems such as ours -- and, in fact, is reportedly more efficient at high temperatures such as ours in MSIn addition, it is possible to replace the condensing unit in a way that is compatible with the evaporating coil and get many more years of serviceable life out of the systemUltimately, it will of course be necessary to make a more significant upgrade, but HSC's claim that doing so now is necessary is not accurateIt does, however, serve them well -- as it increases the cost of the repair beyond the annual A/C max payout very significantly and, as above, increases our cost share.The second opinion technician determined that our system is "mismatched" -- i.e., that the indoor and outdoor parts are made by two different companies -- and we understand that this automatically allows HSC to deny our claim in its entirety, because of contract language that excludes warranty on mismatched systemsWe were not aware that we had a mismatched system; it was already in place when we purchased the houseHSC has offered us a "goodwill payment" of just over $1,200, assuming that we replace both the condensing unit and the evaporating coil using the second opinion technicianHowever, we are going to reject their payment and work directly with the first technician -- whom we absolutely trust and who has acted with honesty and integrity, putting his profits second to our best interests throughout this processWhile we understand that the mismatched system allows HSC to deny our claim, we remain shocked by the apparent inflation of the first technician's estimate and wish to ensure that other, future customers do not have the same experienceAgain, HSC has given no reason for their unwillingness to contact the first technician to confirm his quote (the lower version of which was, incidentally, within ~$100 of the second technician's quote)Had HSC quoted us the $for the full replacement, we would have worked with them and the first technician immediately, allowing us to have air conditioning a week ago (rather than sweltering in the Mississippi summer with a baby, toddler, and two cats for more than days) and paying only ~$out of pocket for a condensing unit and coilAs it now stands, we will be paying ~$2400 out of pocket for only the condensing unit. In addition to wanting HSC to explain their unwillingness to address the discrepancy, we want HSC to reimburse us for the full cost of the condensing unit minus our deductible, or approximately $(below our annual A/C max payout)Given that they have already set a precedent of allowing a "goodwill payment" despite the mismatched system, we want a "goodwill payment" that covers our expenses with the original technician (whom they themselves called out and whom they have used previously for our repairs)If their "goodwill system" is truly "goodwill" -- and not simply an attempt to get us to rescind our Revdex.com complaint -- we see no reason why this would be considered an unreasonable request
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Fabricated untruths and bias opinions coupled with fraudulent behavior and intentions does not change any of the facts nor policiesThe customer attempted to defraud our companyIt did not workHSC offered the customer courtesies outside contractual obligations anyway in good faith to try and help himHe decided to continue with his pre-planned slander and requested to cancel as what he signed up for was not going to go over on usHSC then offered another courtesy per his requestHowever, that courtesy, after the customer began posting slander and misinformation, was conditional to the effect that HSC provides favorable terms above and beyond any contractual obligations and it would service as the final stipulation of settlement and the customer would no longer try to defraud us nor post slander on the internetThe customer again refused the good faith effort and offer by HSC, yelled at our supervisor, and continued his fraudulent campaignThis case is closed and will be handled by our fraud prevention department and our legal department, may be investigated and reported, and the outstanding balance on the account is subject to further actions including but not limited to collectionsHSC provides honest and reputable service and has strict policies against such unethical bullying and fraudulent attempts against usAll courtesies are void and no offers can be made at this timeAny and all requests from the customer regarding any favorable terms or courtesies must be submitted in writing to ***

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]Hsc is lying The waiver of deductible for the water heater was never offered to me at any timereading it in this response is the first I've heard of the offer There is also no mention on the website that contracts are for a years durationNeither do they mention that should the contract be cancelled outstanding claims won't be paid My family and I went without hot water for weeks while I did all the leg work for the company,including picking up the water heater myself, and now they have the gall to refusepayment? They conspicuously failed to mention that I cancelled the contract after they failed to provide a contractor for AC serviceThe temperature in Sacramento was over degrees for many daysAfter 4-phones calls to hsc and one to the contractor without response I found a contractor to fix the problemSince hsc did not provide the service for which they were being paid, hsc broke the contract hereI have subsequently received phone calls offering payment on the water heater claim if I renew my contract with Hsc they consistently employ tactics of stalling, lying ,and failure to forward the claims to contractors in order to delay service to their clients this technique is well documented on the consumer affairs website; an avenue which the attorney general's office of NYC has advised me to pursue I am also in the process of providing times and dates of the company's failure to answer for my AC request and for their refusal to pay the water heater claim.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Customer had a non covered roof issue and continues to place claims for the same issueThe roof also needs to be replaced as per the diagnosis and estimate from the technicianAn agent has tried to reach out to the customer again to explain the details of the situation and possible next steps
however was not able to get a hold of the customerAn agent will reach out againHowever, this is not a covered claim as advised

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,
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