HISCO Home Warranty

We do appreciate the homeowner's feedback related to our responseWith both the plumbing & ceiling fan concerns we would suggest that the homeowner call our office to let us know that he's brought in 2nd opinions (which he's certainly entitled to do under the policy) and our staff will be able to direct him as to the most appropriate next steps based on that new informationThe spa pump remains an open claim and the homeowner should folldirectly with the technician to identify a time that works for both of them to schedule the initial visit

We are sorry to hear of Mr***'s concernsWe have reviewed his file and see the following claims have been made:1/- Central Vacuum not working - Unit was serviced and secondary filter cleaned by A Central VacuumUnit was working when tech left.1/- Garbage Disposal not coming on - Tech from [redacted] serviced the unit and disposal was unjammed1/- Guest Bath water pipe leaking / green water in master tub - Per express plumbing tech - the homeowner wanted to wait on opening the drywall as there was no evidence of moisture or leaking at that time.1/- Ceiling Fan not coming on - Tech from [redacted] (CA Contractor # [redacted] ) investigated and found the failure at a rubber connector that connects to the motor assemblyIt was the technicians independent professional opinion that this failure was not caused by the wear-and-tear of the unitBased on the technician's report; this claim was denied as the policy only provides coverage for those failures that occur due to wear-and-tearA letter was issued to the homeowner to this effect2/- Spa pump not working - Claim was initially assigned to [redacted] (Lic # [redacted] )Contractor failed to set an appointment and this was re-assigned to Express PlumbingExpress called the homeowners early last week to set an appointment and have not heard backOur records show that two claims were processed and approved, one was cancelled by the homeowner, one was denied based on the technicians report and one is still in progress awaiting the homeowners responseWe understand that this homeowner has had to deal with multiple failures in his house in recent weeks but BPG did not cause the failuresWe will continue to work with him under the terms of the contract to address these and any future failures

We are certainly sorry to hear of this customers concernsIn reviewing her complaint; it appears that this is largely directed against the wrong companyAs the customer alludes; when her hot water heater first failed in September of 2014, HISCO coordinated to have it replaced under the warranty contract at a cost of about $to HISCOWhen the unit failed in December, HISCO re-sent the original technician to determine why the 3-month old unit had failedThat technician confirmed that the unit was installed properly; but there was a failure with the pilot lightThe HISCO warranty contract clearly explains that the contract does not cover repairs that are also covered by a manufacturer's product warrantyThis product was manufactured by [redacted] and thus the HISCO claim was closed and we helped the customer initiate a manufacturers warranty claim with *** The description of the problems that this customer has had with [redacted] and with ***'s technician's are certainly sad to hearUnfortunately this is a wholly independent (and quite large and well established) company that HISCO has no control overWe cannot address a claim of theirs and we cannot control the service that they offerWe appreciate that you were frustrated by their lack of service; but your demand for reimbursement for the water heater should be directed to [redacted] and not to HISCO.Thank you,

We are certainly sorry to hear about this homeowner's concernsAs they state, they did file a claim regarding their washing machine on November 14thThe independent, state licensed technician visited the home on the 19th and determined that they needed to order a new motor for this unitThe technician received the unit and installed the new motor on 12/only to find that the repair did not workWith the motor working, they found that the gear assembly also needed to be replacedAs I understand our file, that part was installed on the 12/and again it did not resolve the problemAt this point, having twice relied on the independent technician's professional opinion we decided to look into alternativesWe gave the homeowner a choice between a replacement unit or cash-in-lieu for our cost and on 1/the homeowner elected the cash-in-lieuThat payment was authorized on the 26th and the homeowner should be receiving the payment any day now.We sincerely regret the delays that accompanied this claimWe always strive to send the most qualified technicians to any claim so that the proper diagnosis and repair efforts can be made as quickly as possibleWe've made specific note of the failed attempts that plagued this claim and we will handle those next steps internally

We are certainly sorry to hear of this homeowner's concernsIt appears that their first claim was on 12/and had to do with their plumbing backiand a possible main-line blockageAn independent technician from [redacted] Plumbing was there almost immediately and they cleared the blockage at HISCO's expense and went back the next day when the first attempt was not wholly successfulThey next called our office on 12/to report that their furnace was not blowing hot airThis claim was dispatched to an independent technician from Affordable Air ConditioningThe tech arrived at the home on 12/and observed that the unit was still under manufacturer's warranty based on the age of the unitWe provided her the model and serial #'s and the failure (ignition control module)As we explained, the warranty contract does not cover failures that are under manufacturer's warranty so this claim was closed This conversation occurred at 1:on the 30thThe homeowner called back an hour later to complain that she wasn't coveredWe escalated this to an internal manager and spoke with [redacted] at ###-###-####The representative ( [redacted] ) from [redacted] explained there was a years parts warranty which for this unit would run through 2/26/We also went on the [redacted] website and found that the heat exchanger has a lifetime parts warranty (through 5/26/2092)We spoke to the homeowner at 8pm on the 30th and she looked up the information online while we were on the phone with her so we would all be on the same page that this unit was covered by the manufacturer The homeowner called us back on 1/and said that she was turned away by the manufacturerWe asked her to send us the denial that she receives from them in writing so we can review itWe heard on 1/that she had been upset and talked to her agent, who talked to our sales rep, about the manufacturer not covering thisAgain, we asked her to send us something from the manufacturer that shows that this is not coveredOnce we receive that denial we can try to move forward but we cannot do so on her verbal report alone.Again, we are sorry to hear about the frustrations the homeowner has gone throughWhile this claim has been denied, we have continued to attempt to assist her in all ways possibleIf we receive confirmation that the manufacturer is not covering this claim then we can re-assess the claim under the home warranty policy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Apologies with no correction is not acceptable Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I have contacted Hisco to inform them that my home address is [redacted] *** Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Although the business failed short to pay for the labor cost and unnecessary inconvenience incurred, I will accept this resolution, because we are all very busyA better business should respond to the consumers in a proper way in the beginning, rather than wait for the consumers to complain several timesAnyhow, I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I want to thank Revdex.com very much for your kind help! You are the best.
Regards,
** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We are certainly sorry to hear of this homeowner's concernsA review of our file shows that there has been an unfortunate lack of communicationWe understand that the homeowner ended up paying $for a replacement fanIn an effort to resolve this matter we will agree to reimburse the
homeowner's for this expenseOur office has started the reimbursement process today and a check will be mailed to the homeowner in the coming days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Complaint Type: Product Issues Problem: This is the third time I've contacted the Revdex.com about this issueEach time the company has promised payment, I accepted the resolution, yet no payment is forthcomingThe previous complaint was ID # ***Hisco promised to reimburse me $for a repair that they did not initially cover under the home warranty policy I have with themOn the most recent resolution, dated 8/28/(ID #***), they stated that a check was immediately forthcoming and they "launched an internal investigation" as to what caused the delayIt is now weeks later and no check has yet arrivedAs an amusing side not, a letter from them arrived in the mail earlier todayI eagerly opened it, thinking it was my long awaited checkInstead, it was an offer to renew the home warranty policy for next yearI find it rather telling that they are somehow unable to get me the check they promised for almost months now, yet when it comes time to renew the policy, they have no problem mailing me that a month before the old policy expires, right on time...Desired Resolution: RefundDesired Outcome: I want them to *** overnight me the check to *** ** *** *** *** ** *** (new address) for $I will NOT consider this resolved until I receive the check or an image of the delivery coupon, due to the previous assurances that they check was in the mail, which repeatedly failed to be true
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This standard answer is not satisfactory at allThis policy needs to be changedThese companies providing home warranty make unilateral decisions (yes, I know fine print says they can do what ever they wish!)Revdex.com or some other agencies should regulate these companies.
Regards,
*** ***

We are certainly sorry to hear of this customers concerns and frustrationsFundamentally, before we can look at the detail of the claim we have to look at the description of the coverage purchased by the customerThe contract's opening description explains, "COMPANY will repair or replace the
covered systems, components and appliances that fail due to wear and tear that occurs during the contract term"It is by these conditions that we must judge all requests for service and only then can we apply the coverage criteria explained further down in the contract.The homeowner's first claim was that the temperature was too hot even after lowering the thermostat on the water heaterThis claim was dispatched to a local, licensed, independent technician to investigateThe technician from A+ Mechanical Plumbing reported that calcium and sediment had built up in the systemTechnically, this falls under homeowner maintenance as sediment buishould be periodically addressed by draining the systemMost people don't do this and in-light of the timing of the claim we have agreed to reverse this original denial.The second claim was for the pool heater that was not workingAgain, this was sent to an independent local technician from Golden West PoolsThe technician found that the heat exchanger was leaking and non-repairable but also that someone had bypassed the fuseable linkThis is a safety roll-out switch and with this bypassed it caused the heater to run hot and thermally overloaded the heaterBecause the failure occurred due to an improper previous repair, the claim was denied as it does not meet the criteria of "wear and tear" as required by the contractThe homeowners recourse on this claim is through whatever technician made the previous, improper repairs.Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThis company could have facilitated a contact with *** and helped me persuade *** to immediately replace the water heater All I got from this company was deceit and dishonesty They never once called back when they said they would Customer service was deceitful and a "run around" It was their referral company and couldn't they have intervened with *** to expedite the replacement There was NO support and why didn't the company give me a specific name of a person at *** who would have helped rather than hindered me? Just to say that I needed to contact *** does not speak to their lack of assistance in helping me with *** and giving me a contact person with *** to help me Not only did this company violate the law but also the spirit of the law At least why don't you offer to fix the broken water heater so I can use it in the future
Regards,
*** *** ***

We are sorry to hear of Mr*** concernsHe did NOT receive a collections noticeHis home warranty policy runs through 3/31/and he received a letter reminding him of this expiration and offering him the opportunity to renewThe letter outlined the price of the renewal and nothing
morePer conversations with him yesterday we have noted our file that he does not wish to renew and no future renewal notices should be mailed to him

As this homeowner indicates; they purchased a 2yr home warranty policy from BPG that ran from 8/8/through 8/7/This was a singular event with an expiration date that has been known to all parties since its inceptionThe warranty contract specifically explains that, "RENEWAL/TRANSFER:
Contract may be renewed at BPG’s discretion."As the homeowner indicates they have filed several claims against this policy which have been paid as appropriate based on the terms of the warranty policyThere is nothing wrong with this, as this is what the warranty is in place to do for the homeowner
Based on pre-set criteria, it was determined that it was not in our interest to offer a home warranty on this property going forwardThis is a simple business decision and we regret any frustration that the homeowner has experiencedThere are many home warranty providers available to choose from and we are happy to provide another carrier proof of prior coverage if the homeowner wishes to start a new policy with another company when ours expires

Again, we are sorry that this customer remains so dissatisfiedWe too are disappointment that a water heater that was installed in September, and functioned for months, would fail in DecemberThis is precisely why manufacturer's offer a warranty on their products and it is this product warranty that takes precedence over the BPG Home Warranty policyWe are sorry for any delays on this files and it is never our intention to cause additional delays when our customers only call us for service when they are already experiencing some system failure

We are sorry to hear about this homeowners concernsWe have coordinated with our warranty team and can provide the following update on this matter
Our records show that the homeowner reported their plumbing claim on December 10th, and due to delays from the regular independent contractors
that we use, we offered the use of outside technicians to the homeownersWe went over in detail the process that was also described in their contact and the homeowners proceeded to contact a plumber of their choiceOn December 14th, the homeowner called back and we reiterated the process for outside authorization
We received the technicians report from the homeowner on 12/23/and spoke with the homeowner about the reimbursement amountThe technician reported that he had to replace approximately 12” of ABS drain line in a very tight spaceHe advised HISCO it would take hours @ $per hour and approximately $in parts
We authorized the entire hours at $65/hour and $for the parts for a total of $less the $TCFThis was calculated as the contract clearly explains that we only reimburse our usual and customary costs for repairs which would have been $65/hr, not $110/hrAccess issues are not covered by the policy and we do not pay or reimburse for unauthorized workWe processed the reimbursement of $at that time
The homeowner did contact us in January threatening to send this matter to an attorney, but no follwas requested and no information was providedAgain, we are sorry to hear of this homeowners concerns however it appears that this claim was handled in accordance with the warranty contract
If the homeowner feels that this claim was improperly denied they may have the matter reviewed by contacting the California Department of Insurance at SSpring Street, 11th Floor, Los Angeles, CA ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowComplaint Type: Product Issues
Problem: This is the third time I've contacted the Revdex.com about this issueEach time the company has promised payment, I accepted the resolution, yet no payment is forthcomingThe previous complaint was ID # ***Hisco promised to reimburse me $for a repair that they did not initially cover under the home warranty policy I have with themOn the most recent resolution, dated 8/28/(ID #***), they stated that a check was immediately forthcoming and they "launched an internal investigation" as to what caused the delayIt is now weeks later and no check has yet arrivedAs an amusing side not, a letter from them arrived in the mail earlier todayI eagerly opened it, thinking it was my long awaited checkInstead, it was an offer to renew the home warranty policy for next yearI find it rather telling that they are somehow unable to get me the check they promised for almost months now, yet when it comes time to renew the policy, they have no problem mailing me that a month before the old policy expires, right on timeDesired Resolution: Refund
Desired Outcome: I want them to *** overnight me the check to *** ** *** *** *** ** *** (new address) for $I will NOT consider this resolved until I receive the check or an image of the delivery coupon, due to the previous assurances that they check was in the mail, which repeatedly failed to be true
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.1/- Central Vacuum not working - Unit was serviced and secondary filter cleaned by A Central VacuumUnit was working when tech left- Agreed.1/- Garbage Disposal not coming on - Tech from Express Plumbing serviced the unit and disposal was unjammed. - Agreed.1/- Guest Bath water pipe leaking / green water in master tub - Per express plumbing tech - the homeowner wanted to wait on opening the drywall as there was no evidence of moisture or leaking at that time- Technician did not provide adequate root cause analysis to determine the source and type of leak Upon independent review, leak has been identified in the wall and the source as the toilet plumbing At the time the only options we were provided were to open to wall "for exploratory investigation" and were advised the technician would not be responsible to fix the wall Based on his findings, we were not confident in his ability nor wanted to risk further damage to the property Recommended solution: Hisco should provide a qualified technician to review the leak in the wall.1/- Ceiling Fan not coming on - Tech from * * * *** (CA Contractor #***) investigated and found the failure at a rubber connector that connects to the motor assemblyIt was the technicians independent professional opinion that this failure was not caused by the wear-and-tear of the unitBased on the technician's report; this claim was denied as the policy only provides coverage for those failures that occur due to wear-and-tearA letter was issued to the homeowner to this effect. - Fan has been reviewed by a secondary technician who states the blade only needs to be adjusted so that it does not make contact with the center support Again, Hisco failed to provide a qualified technician and instead dispatched a company who appeared to only be looking for replacement work Recommended solution: Hisco should provide a qualified technician to adjust and center the blade.2/- Spa pump not working - Claim was initially assigned to *** *** *** (Lic # ***)Contractor failed to set an appointment and this was re-assigned to Express PlumbingExpress called the homeowners early last week to set an appointment and have not heard back. - Only after two weeks of calling was Hisco able to review their own system which stated the initial vendor had been placed on hold The new vendor attempted one call and no others Homeowners were unable to contact proposed vendor due to working hours Nearly four weeks since the report and no technician has bee available to review the system failure Recommended solution: Hisco should provide a qualified technician to review the system and advise corrective action
Regards,
*** ***