HISCO Home Warranty

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 resolvedI want to thank Revdex.com very much for your kind help! You are the best.
Regards,
** ***

We are certainly sorry to hear of this homeowner's concernsA review of their file confirms that they did call in a claim on their sewer ejector pumpWhen the independent technician to whom this claim was dispatched could not respond quick enough we agreed to allow the homeowner to bring in their
own contractor through the out-of-network service (ONS) provision in their contractThat provision requires the the homeowner must have their contractor contact our office with their findings and obtain an authorization number prior to completing any repairs.On 4/- the homeowner's technician (***-from *** *** * *** ) called in to give us some information about the problem but he didn't have any pricing informationHe told us he'd call back in the morningWe never heard back from the technician.On 5/- the homeowner emailed us to ask about the coverage for the repairHe included a paid receipt for the pump replacementWe explained that this was not covered because the ONS process had not been followed (not because the pump was not covered)The homeowner was not happy about this denial and began escalating his claim.On 5/- We agreed to cover the cost of the pump and the installation for a total of $1,despite the lack of pre-approvalThe $charge to pump the sewage is not covered by the policyWe called *** to confirm the mailing address for the reimbursement checkAs of this writing we have not heard back from the homeownerAs soon as the homeowner contacts our office we can proceed with this reimbursement

I do apologize for the delays in the $reimbursementI do see where he contacted our office on 6/to request the remaining balance and we confirmed that he was correct that this amount was dueHe also talked to our office on 8/and 8/and that payment has finally been issuedI will be investigating the internal failures that delayed this payment and we will be taking any necessary corrective actions based on the mistakes that are foundAgain, I apologize for the delay and I understand that this has been rectified and the homeowner's payment is in process

Again, we are sorry to hear of this homeowners dissatisfaction. We are regulated in California by the California Department of Insurance which provides the most comprehensive and detailed regulatory compliance that we see across the country. All of our policies (and those similar policies of our competitors) meet with the full acceptance of the CA DOI.

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.Complaint Type:  Contract IssuesProblem:  This is an update to a previous complaint I filed regarding this company on 5/27/15. They stated that they would reimburse me $1075.00, which I agreed to. I received a check for $1010.00 a couple weeks later. When I inquired as to the missing $65,   they stated that there was an error and it would be sent out right away. That was on July 29th. Since then, I've contacted them approximately every week, and they keep stating that it will be sent out "soon". I feel that it is unreasonable for it to take                                 almost 6 weeks to print and send a check, and am concerned that they do not appear to be following through on the agreed Revdex.com settlement.Desired Resolution:Desired Outcome:  I'd like the remaining $65 of the $1075 they promised.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[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]

We are certainly sorry to hear about this homeowner's concerns. As they state, they did file a claim regarding their washing machine on November 14th. The independent, state licensed technician visited the home on the 19th and determined that they needed to order a new motor for this unit. The...

technician received the unit and installed the new motor on 12/14 only to find that the repair did not work. With the motor working, they found that the gear assembly also needed to be replaced. As I understand our file, that part was installed on the 12/29 and again it did not resolve the problem. At this point, having twice relied on the independent technician's professional opinion we decided to look into alternatives. We gave the homeowner a choice between a replacement unit or cash-in-lieu for our cost and on 1/26 the homeowner elected the cash-in-lieu. That 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 claim. We 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 possible. We've made specific note of the failed attempts that plagued this claim and we will handle those next steps internally.

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]

We are certainly sorry to hear of this customers concerns. In reviewing her complaint; it appears that this is largely directed against the wrong company. As 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 $900 to HISCO. When the unit failed in December, HISCO re-sent the original technician to determine why the 3-month old unit had failed. That technician confirmed that the unit was installed properly; but there was a failure with the pilot light. The HISCO warranty contract clearly explains that the contract does not cover repairs that are also covered by a manufacturer's product warranty. This product was manufactured by [redacted] and thus the HISCO claim was closed and we helped the customer initiate a manufacturers warranty claim with [redacted].  The description of the problems that this customer has had with [redacted] and with [redacted]'s technician's are certainly sad to hear. Unfortunately this is a wholly independent (and quite large and well established) company that HISCO has no control over. We cannot address a claim of theirs and we cannot control the service that they offer. We 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,

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.Complaint Type:  Contract Issues
Problem:  This is an update to a previous complaint I filed regarding this company on 5/27/15. They stated that they would reimburse me $1075.00, which I agreed to. I received a check for $1010.00 a couple weeks later. When I inquired as to the missing $65, 
 they stated that there was an error and it would be sent out right away. That was on July 29th. Since then, I've contacted them approximately every week, and they keep stating that it will be sent out "soon". I feel that it is unreasonable for it to take
                                 almost 6 weeks to print and send a check, and am concerned that they do not appear to be following through on the agreed Revdex.com settlement.
Desired Resolution:
Desired Outcome:  I'd like the remaining $65 of the $1075 they promised.
Regards,
[redacted]

We are certainly sorry to hear of this homeowner's concerns. It appears that their first claim was on 12/7 and had to do with their plumbing backing-up and a possible main-line blockage. An 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 successful. They next called our office on 12/29 to report that their furnace was not blowing hot air. This claim was dispatched to an independent technician from Affordable Air Conditioning. The tech arrived at the home on 12/30 and observed that the unit was still under manufacturer's warranty based on the age of the unit. We 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 1:30 on the 30th. The homeowner called back an hour later to complain that she wasn't covered. We escalated this to an internal manager and spoke with [redacted] at ###-###-####. The representative ([redacted]) from [redacted] explained there was a 10 years parts warranty which for this unit would run through 2/26/2019. 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 1/2 and said that she was turned away by the manufacturer. We asked her to send us the denial that she receives from them in writing so we can review it. We heard on 1/7 that she had been upset and talked to her agent, who talked to our sales rep, about the manufacturer not covering this. Again, we asked her to send us something from the manufacturer that shows that this is not covered. Once 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 through. While this claim has been denied, we have continued to attempt to assist her in all ways possible. If we receive confirmation that the manufacturer is not covering this claim then we can re-assess the claim under the home warranty policy.

We are certainly sorry to hear of this homeowners concerns. Having fully reviewed his file we can provide the following summary:On January 2nd, we received a claim that the furnace was not heating and the A/C was not cooling. The claim was dispatched to a local, licensed, independent...

technician from Express Plumbing Heating & Air Conditioning for investigation. Based on the technician's report; it was determined that the evaporative coil needed to be replaced and BPG / HISCO replaced this component under the warranty. On February 10th, we received a follow-up call from the homeowner that the heating was not working and we re-sent Express back to the home. Unfortunately we did not receive a report from Express nor did we hear any follow-up from the homeowner. This was presumed resolved. 
On April 10th, the homeowner reported that the unit was again not blowing enough heat. We re-sent Express and we gave them instructions to NOT collect the $65 trade call fee. We understand that they visited the home on Monday the 13th and we are still waiting for an official report. We finally received a verbal report on 4/21 that they need new dampers installed for improved air flow. We are continuing to actively and agressively work with Express to finalize this repair.
We do apologize for any delays and confusion that has accompanied this file. The homeowner is only responsible for a trade call fee if work is performed at the property. If he paid a fee in February and no work was done then he should submit for a TCF reimbursement through our website. We are all hopeful that this damper repair will finally resolve this concern.

We are certainly sorry to hear of this homeowner's concerns. As they indicate; they purchased a home warranty policy with effective dates from 9/5/14 - 9/4/15. On 9/12 they reported that their A/C unit was not cooling. We dispatched a local, state licensed HVAC technician to investigate this concern...

and they reported that there was a restriction in the condenser and that the temperature would not drop below 80 degrees. They reported the 9 year old system as in poor condition.
The warranty policy purchased by the homeowner states that coverage is offered on components that fail due to normal wear and tear during the policy period provided that they were in proper working order when the coverage starts.
In light of the timing of the claim and the state of disrepair of the AC system; our authorizations team requested documentation from the homeowner that the unit was in-fact in good working order on 9/4 as is required for service. This documentation is usually found in the home inspection report done prior to purchase. This request was made on 9/19 and to date the homeowner has not provided any such report. If a home inspection was not performed then a recent service report from another HVAC technician would likely also suffice.
Unfortunately; until proof of good working order is received this claim remains denied as a condition that pre-dated the start of the policy.

We are sorry to hear of Mr. [redacted]'s concerns. We have reviewed his file and see the following claims have been made:1/8 - Central Vacuum not working - Unit was serviced and secondary filter cleaned by A 1 Central Vacuum. Unit was working when tech left.1/8 - Garbage Disposal not coming...

on - Tech from [redacted] serviced the unit and disposal was unjammed. 1/8 - 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.1/12 - 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 assembly. It was the technicians independent professional opinion that this failure was not caused by the normal wear-and-tear of the unit. Based on the technician's report; this claim was denied as the policy only provides coverage for those failures that occur due to normal wear-and-tear. A letter was issued to the homeowner to this effect. 2/26 - 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 Plumbing. Express called the homeowners early last week to set an appointment and have not heard back. Our 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 response. We understand that this homeowner has had to deal with multiple failures in his house in recent weeks but BPG did not cause the failures. We will continue to work with him under the terms of the contract to address these and any future failures.

We do appreciate the homeowner's feedback related to our response. With
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 information. The spa pump remains an open claim and the homeowner should follow-up directly with the technician to identify a time that works for both of them to schedule the initial visit.

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]

We do apologize for the delays that affected this homeowner's refund. We identified the technical glitch that inadvertently stopped this process and it has been rectified. This homeowners check was issued on 9/22 via check #[redacted]. He should have certainly received it by now.

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.There seems to be a clear lack of responsibility on the part of this Home Warranty Company.  I do plan on complaining about [redacted] but certainly the unethical behavior on your part needs to be examined.  Why in the world would you install a water heater in September 2014 and not be willing to back it up and repair it in December of the same year.  My property manager, tenant, and myself called your company many times over a period of 4 days, and got different responses including that an appointment was made with my tenant for service, that you would expedite the [redacted] company to replace the water heater, and they were all bogus.  Your personnel procrastinated regarding my property's water heater that you installed in Sept. for 4 days in December, and when I was finally referred to the company you did NOTHING to help me get quick resolution with them.  My tenant and I spent hours calling your company and my tenant was told someone would call her back and that never happened; she went without hot water for 4 days until someone at [redacted] received your referral.  You try living your life for 4-5 days with no hot water.  It is obvious that follow through is not part of your company policy/mission and there is NO concern for the customer.   
Regards,
[redacted]