HER HomeGard

March 10, Revdex.com Columbus, Ohio To Whom It May Concern: This is in regards to Revdex.com Complaint [redacted] HomeGard shows no record of this customer contacting us on February 28th as stated HomeGard will contact its afterhours call center to see what happened to the customer’s call After receiving this complaint on March 5th, Homegard contacted the customer that day and scheduled a plumber to go to the property and check out the situation On March 9th a plumber went to the property and replaced the sump pump HomeGard’s subcontractor contacted the vendor who originally installed the customer’s waterproof product and arraigned for that vendor to come out and re-seal the crawl space area that was disturbed when the new sump pump was installed The service request will be closed when the waterproofing is completedPlease let me know if you have any other questionsSincerely Ron H [redacted] HomeGard

The homeowner was contacted on Friday, 3/2/at approximately 11:am to schedule an appointment to have the leak from their hot water heater checked out The soonest available time a plumber was able to come out was the following week The homeowner said they wanted somebody out sooner We told the homeowner that they would be responsible for any overtime charges that would be incurred if a plumber was sent after hours However we were able to free up a plumber to go there during regular hours Therefore, no additional charge is applicableThe sub-contractor did collect $from the homeowner in error The sub-contractor will refund the $to the homeowner The home owner should receive the refund check by March 23rdPlease let me know if you have any other questionsSincerely Ron H [redacted] HomeGard

The residence in question has an Air Conditioner Unit that is too small for the house The house size (approximately 1,sqftin size) requires a 3-ton unit but has a 2-ton unit In essence the AC unit cannot keep up with the size of the house and is constantly running.Per the HomeGard Terms and Conditions (enclosed), Under Limits of Liability “Repairs or replacements as a result of missing parts, undersized equipment, lack of capacity, or misuse are not covered by this contract.”Please let me know if you have any other questions.SincerelyRon H [redacted]

To Whom It May Concern: This is in regards to Revdex.com Complaint [redacted] HomeGard is rejecting this claim because the return air ducting for the HVAC system is too small In essence the return air duct work does not allow enough air to move thru the HVAC system Per the HomeGard Terms and Conditions (enclosed), Under Limits of Liability “Repairs or replacements as a result of missing parts, undersized equipment, lack of capacity, or misuse are not covered by this contract.” Also please note the below finding from the HVAC contractor that analyzed the system Please let me know if you have any other questions Sincerely Ron H [redacted] HomeGard Director of Operations Morse Road Columbus, Ohio ###-###-#### --- When our technician was out for a service call to [redacted] DrBlacklick, OH he found that the flame sensor was dirty and cleaned it upHowever, there are more issues with this furnace pertaining to the way that it was installed, and more directly related to the return airThis furnace is 120K BTU’s with a CFM blower motor which in basic terms means that you need all the return air you can get and then someIn our experience we have found that either using what’s called a wrap-around return air so you’re using both sides of the furnace or a bottom return air are the best way to goThis furnace is starving for cool return air to heat up, it overheats due to this problemThis furnace has to have had problems since installationIn order for this furnace to work the way that it was intended return air needs to be added by installing a wrap-around return air ductThe problems with this furnace are related to a duct work problem from the installing contractor of this furnace Thanks, Vice President Of Operations | [redacted] IncWesterville Rd| Columbus, OH | www[redacted] Inc.com | [redacted]

I am rejecting this response because: The Coverage includes: "Failures due to lack of maintenance, unknown pre-existing conditions..." It is evident from the tech report from *** *** Incwho HER Homegard sent to inspect the system has a pre-existing condition related to installation. The issue pertains to the way that the unit was installed, and more directly related to the return air. The unit is 120K BTU's with a CFM blower motor which is adequate for the home with correct return ductwork. It is their option that the furnace is starving for cool return air to heat up which can cause overheating due to this problem. In order for this furnace to work the way it is intended the existing return air needs to be corrected to allow the correct amount of air flow to eliminate the overheating/error codes of the unit

To Whom It May Concern: This is in regards to Revdex.com Complaint ***A timeline of the customer contacts follows: The after hours call center for HomeGard was contacted by the customer on February 28, HomeGard called the customer the morning of March at approximately 10:52am and determined
what repair was needed. The service request was sent to HomeGard’s service contractor and they contacted the customer to schedule a time for a plumber to come out and repair the itemA plumber went to the property on March and repaired the pipe that was leaking. The service request was closedPlease let me know if you have any other questionsSincerely Ron H*** HomeGard Director of Operations Morse Road Columbus, Ohio 614-273-

To Whom It May Concern: This is in regards to Revdex.com Complaint *** HomeGard is rejecting this claim because the return air ducting for the HVAC system is too small. In essence the return air duct work does not allow enough air to move thru the HVAC system Per the HomeGard Terms and Conditions (enclosed), Under Limits of Liability. “Repairs or replacements as a result of missing parts, undersized equipment, lack of capacity, or misuse are not covered by this contract.” Also please note the below finding from the HVAC contractor that analyzed the system Additionally the HomeGard Terms and Conditions, Important, second sentence states: “Any failure due to wear and tear which occurs prior to the start of the coverage period will not be covered, regardless of when the failure was disclosed or detected by the seller or buyer (policyholder).” As such this would be considered a preexisting condition Please let me know if you have any other questions Sincerely Ron H*** HomeGard Director of Operations Morse Road Columbus, Ohio ###-###-#### --- When our technician was out for a service call to *** *** *** DrBlacklick, OH he found that the flame sensor was dirty and cleaned it upHowever, there are more issues with this furnace pertaining to the way that it was installed, and more directly related to the return airThis furnace is 120K BTU’s with a CFM blower motor which in basic terms means that you need all the return air you can get and then someIn our experience we have found that either using what’s called a wrap-around return air so you’re using both sides of the furnace or a bottom return air are the best way to goThis furnace is starving for cool return air to heat up, it overheats due to this problemThis furnace has to have had problems since installationIn order for this furnace to work the way that it was intended return air needs to be added by installing a wrap-around return air ductThe problems with this furnace are related to a duct work problem from the installing contractor of this furnace Thanks, Vice President Of Operations | *** *** IncWesterville Rd| Columbus, OH | www.***Inc.com | 614*476*

The response from Home Guard was poor. They offer no way to reach any associate after 4:30pm. Each time I called back immediately after receiving the call and received no response. I called the number left and the number that appeared on my cell phone. Additionally, the only reason the ac was finally examined was because I insisted on speaking with a representative during business hours. I had to insist after multiple calls and hitting the "0" for an operator. When I did speak with an individual they indicated *** *** *** would be out and that they would call. That company did not come it was another.Additionally, please let the individual know who responded to the message with a first line of "Tell us why here?" it is because of that very attitude- indifference is the reason the complaint was made.
Regards,
Robert P***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

I am rejecting this response because: Although I agree that a plumbing company worker did install a new sump pump on 3/9, I totally disagree that I did not talk to an HER HomeGuard person on or about 2/26,27,or whoever my call was routed to that day. In anticipation that HomeGuard would make this accusation that I did not contact them as previously stated, I already have contacted my phone company provider and they are mailing to me records of the calls to & from ###-###-#### which is the only phone number listed on the HER HomeGuard paperwork we received when the house was purchased in July This complaint will now remain open not only until the sump pump area is resealed but also until we have the results of the phone company records
Regards,
*** ***

The homeowner called HomeGard at 2:48 pm on 5/11/18 and left a message that his Air Conditioner wasn’t working.  A HomeGard representative called him back on 5/11/18 at 8:27 pm.  The homeowner did not answer so the HomeGard representative left a message asking him to return their call so...

HomeGard could get additional information.  The homeowner returned the call to HomeGard on 5/14/18 at 5:00 pm and left a message.  A HomeGard representative returned that call at 8:48 pm on 5/14/18 but was unable to talk to the homeowner and left a message.  HomeGard was able to talk to the homeowner on 5/15/18 a little after 9:00 am.  An AC service company went to the home on 5/16/18 and examined the Air Conditioner.  That company found that the homeowner had their electrical panel replaced and the electrician had not completed the portion of connecting the AC to the electrical system.  The electrician still needed to complete the job before the AC would work.As of 5/22/8 the AC company is waiting for the electrician to complete the work before anything further can be done with the AC unit.Please let me know if you have any other questions.SincerelyRon H[redacted]HomeGard

To Whom It May Concern:   This is in regards to Revdex.com Complaint [redacted].   HomeGard is rejecting this claim because the return air ducting for the HVAC system is too small.  In essence the return air duct work does not allow enough air to move thru the HVAC system.   Per...

the HomeGard Terms and Conditions (enclosed), Under Limits of Liability.  “Repairs or replacements as a result of missing parts, undersized equipment, lack of capacity, or misuse are not covered by this contract.”   Also please note the below finding from the HVAC contractor that analyzed the system.   Please let me know if you have any other questions.   Sincerely Ron H[redacted] HomeGard Director of Operations 4261 Morse Road Columbus, Ohio 43230 ###-###-####   ---   When our technician was out for a service call to [redacted] Dr. Blacklick, OH 43004 he found that the flame sensor was dirty and cleaned it up. However, there are more issues with this furnace pertaining to the way that it was installed, and more directly related to the return air. This furnace is 120K BTU’s with a 2200 CFM blower motor which in basic terms means that you need all the return air you can get and then some. In our experience we have found that either using what’s called a wrap-around return air so you’re using both sides of the furnace or a bottom return air are the best way to go. This furnace is starving for cool return air to heat up, it overheats due to this problem. This furnace has to have had problems since installation. In order for this furnace to work the way that it was intended return air needs to be added by installing a wrap-around return air duct. The problems with this furnace are related to a duct work problem from the installing contractor of this furnace.   Thanks,  Vice President Of Operations | [redacted] Inc. 5180 Westerville Rd. | Columbus, OH 43231 | www.[redacted]Inc.com | 614[redacted]

I am rejecting this response because: I feel scammed and ripped off by HomeGard. HomeGard, * AGREED* to warrantyand contract our home.HomeGard is not upholding the promised service warranty to protect and "give a peace of mind. "This denial of service should be considered fraud. No where in the contract does it say that Specific *functional limitationsare voided. **This is a functional limitation that is not working between 2-units,* not a missing part, undersized equipment, lack of capacity or misuse. This isa functional limitation that should be covered. The furnace is not undersized; as they stated _ it is just working overtime; due to theproblem with the air conditioner that they didn't fix upfront; both of which they agreed to warranty and repair under the contract. Every timethey worked on the problem it seemed to get worse.The units that I have are still not repaired properly. One of which (the furnace) is now duct taped. Yes, Duct Taped.Please send me all dates of calls and maintenance that has taken place to date.Also, please tell me how to move forward. How do I contact the States Attorney’s office or other. As I am ready to take any action necessary toget this resolved. Please help us as this is just not ‘right in any way shape or form.’Additionally:The first service call_no one showed up_ I took the day off of work, after waiting a week and no one showed up. Furnace was not working at all and itwas 90 degrees outside and I am an older citizen.First visit_Tech said needed freeon charged.Next day_ air conditioner started to not cool down again. I waited for hours and hours. Made loud noise; had to shut off. Second visit_Tech said; there’s a hole in the air conditioner; I’ll sealant and recharge.Next day, after they serviced the units again; it started making extremely loud noise.Tech comes again and cuts through the furnace. Sorry I can’t fix this.I asked tech personally (twice and called several times to get this information in writing); to which I was never sent the letter via email.How can they identify themselves as a promised service and leave a customer in this horrible mess.It sounds like it’s grinding a hunk of cheese the size of the State of California.It rattles my walls and bedframe.Now, I also, have a large hole in my furnace that is covered in duct tape. Yes, duct tape.[redacted]

March 10, 2018   Revdex.com Columbus, Ohio  43215   To Whom It May Concern:   This is in regards to Revdex.com Complaint [redacted].   HomeGard shows no record of this customer contacting us on February 28th as stated.  HomeGard will contact its afterhours...

call center to see what happened to the customer’s call.   After receiving this complaint on March 5th, Homegard contacted the customer that day and scheduled a plumber to go to the property and check out the situation.    On March 9th a plumber went to the property and replaced the sump pump.  HomeGard’s subcontractor contacted the vendor who originally installed the customer’s waterproof product and arraigned for that vendor to come out and re-seal the crawl space area that was disturbed when the new sump pump was installed.  The service request will be closed when the waterproofing is completed. Please let me know if you have any other questions. Sincerely Ron H[redacted] HomeGard

The homeowner was contacted on Friday, 3/2/18 at approximately 11:30 am to schedule an appointment to have the leak from their hot water heater checked out.  The soonest available time a plumber was able to come out was the following week.  The homeowner said they wanted somebody out...

sooner.  We told the homeowner that they would be responsible for any overtime charges that would be incurred if a plumber was sent after hours.  However we were able to free up a plumber to go there during regular hours.  Therefore, no additional charge is applicable. The sub-contractor did collect $150 from the homeowner in error.  The sub-contractor will refund the $150 to the homeowner.  The home owner should receive the refund check by March 23rd. Please let me know if you have any other questions. Sincerely Ron H[redacted] HomeGard

The residence in question has an Air Conditioner Unit that is too small for the house.  The house size (approximately 1,944 sq. ft. in size) requires a 3-ton unit but has a 2-ton unit.  In essence the AC unit cannot keep up with the size of the house and is constantly running.Per the...

HomeGard Terms and Conditions (enclosed), Under Limits of Liability.  “Repairs or replacements as a result of missing parts, undersized equipment, lack of capacity, or misuse are not covered by this contract.”Please let me know if you have any other questions.SincerelyRon H[redacted]