Home Service Club Warranty Corp

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [I am not happy with their response There was nothing I said that was untrue or false Their business practice is unethical The fact that I called in this issue mid June and it didn't get resolved until the weekend of July *** The fact that their company didn't follow up with calls to me to update me and let me know what was going on I called everyday some days multiple times to see what the status was and why it was taking so long It should not take weeks to get an issue resolved The fact that I was informed from the Technician that the price they gave me was not the price quoted tells me exactly what kind of business they are running I would hate to not report a business that conducts business this way and then someone else have the same issue and they have to deal with this company It has been a nightmare dealing with them I will make sure and report it to the military base to inform all military members not to use this company because it is not worth it As a business you should inform your customer with the updates of the claim so that we are aware of what is happening When I would call to check the status the customer agent would tell me it was pending I would ask why was it taking so long? They told me that they were deciding whether or not they would just replace the coil or the unit The whole issue is throughout the whole ordeal no one called me except on the last day when the agent finally called to let me know they were replacing they coil I voiced my concerns to her at that time It again should not take weeks to replace something as simple as a coil The fact that my house was degrees for weeks is ridiculous when I have a warranty that is supposed to take care of this issue It is sad that as a company you drag your feet on getting the job completed is wrong If I didn't make my payment to them weeks late they would cancel my policy but they can drag their feet and stall as long as they like to make a repair is not okay I think as a business they are wrong and they should apologize for the amount of time it took I don't like the fact that I was told $to replace the AC unit, however the price quoted was not that much Either way you look at it that is wrong As a customer I don't need them I picked them but I am cancelling my policy with them because I don't feel I can trust anything they tell me now I can take my business elsewhere and I will I don't want another customer having this same issue.Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Thank you for agreeing to help us with the cancellation of this contractWe agree to your offer as written: "As a good will offer, if [redacted] wishes to cancel his contract, we can waive the cancellation fee and split the repair amount HSC paid on the claim with [redacted] 50/50, and apply the premiums paid towards his portion to lower their costShould [redacted] accept our offer we would need to have a written agreement signed to that effect." If my math is correct, we would owe you $I believe another payment, in the amount of $52.95, will hit the credit card this weekSo I will leave it up to you whether you want to let that hit the card and deduct that amount from the $If you have this as a written agreement, we will sign and send it back to you as soon as possible We appreciate your cooperation in this matter Sincerely, [redacted]

Unfortunately this is a mis-representation of factsWe hope it isa misunderstanding on behalf of the customer and not an intentional attempt todefraud our companyCustomer has an annual contract (not monthly and not formonths)First annual contract expired and all claims paid out on thatcontract are not included in this annual period and do not have to be paidbackHowever, claims that were, in fact, paid out during the current contractwhich started on April *, do have to be paid out in case of an earlyterminationThis is very clearly stated and outlined in the cancellationpolicy in the contract and is standard across the industryIt is meant toprevent people from signing up for a small monthly fee, getting an expensiverepair or replacement done, and then cancelling afterwardsObviously that isnot what our services are as a warranty company and contract rates are based onan annual contract and offered coveragesIf the customer wishes to terminatetheir contract, they are able to do so in accordance to the cancellationpolicyIn addition to that, HSC is willing to waive the cancellation fee aswell as 40% of the costs paid out for services performed during this contracttermThe customer can also stay until the contract expires and not renew afterthe annual periodShould the customer accept any offers outside of thestandard contract, a new written agreement would need to be signedCustomercan reply here though the Revdex.com or contact the agent working on the claim (Ms.B***) at ext.***

The letter was a courtesy action put together for [redacted] ***Thiscase is closed and this back and forth fraudulent game [redacted] is playing isabsurd and will no longer be entertainedHe is more than welcome to contactthe technician who diagnosed the systemHe is also more than welcome to get adifferent technician out there on his ownHe was provided with a diagnosis forboth of his units from a top rated contractor in his areaHe also attempted toget pre-existing issues coveredAnd after we have gone above and beyond, hecontinues to attempt to get moreNothing stated or requested in many of theselast replies have anything to do with our services and is blatant fraudThisis closed and from this point forward will not be entertainedAny outstandingbalances owed by [redacted] will be billed accordingly

As stated on our very first reply to this complaint: "All refunds have been issued, the transaction IDs are as follows: [redacted] ; [redacted] Also as promised, check # [redacted] is mailed out in the amount of $that we approved outside of the contract for [redacted] ***." Both monthly payments have been refunded and the transaction numbers were providedA check for the extra courtesy refund was also mailed out and you have confirmed receiptIf [redacted] wishes to contact us with his bank/financial institution on the line to confirm, we will be happy to do soBut there is nothing else to do as all refunds were issued before our first response to thisAny fraudulent complaints or defamation against our company with information when we have done nothing wrong is taken very seriously and will be dealt with by our legal department [redacted] is not asking for anything that was not already done

[redacted] ' policy has been cancelled and fully refunded due to fraudHis policy started July ***On July [redacted] he filed a claim for his washing machine and we sent out a professional technicianOn July ***, [redacted] filed a claim for his AC and said he already had what he called his routine maintenance company go out and look at it and requested that we contact and use them for this claimWhen we received the paperwork from this company, and spoke to them, the technician told us that it was their first time ever at [redacted] ' house, that both his AC and heating were bad, heat exchanger (a unit [redacted] has not used since the winter time, while signing up with us on July [redacted] in mid-summer) is completely rusted out and deemed dangerous to use, is a mis-matched system, the compressor is burned, and the entire system is useless and needs full replacementThe appliance technician said the same for the washing machine, there is a hole in the drain pump, as well as other numerous issues, and the machine is not worth repairing and needs full replacementWe are strictly a home warranty company and do not provide home improvement or remodeling servicesOur contract clearly states that mis-matched systems, physical damage, rusted out and corroded issues, and conditions existing prior to the start date of the contract are not coveredIt also clearly states that we require all systems and appliances to be fully operating to the manufacturer's originally intended design and specifications at the start of the contract [redacted] just yells and hangs up on our representatives who try to explain the facts to himDue to that and his unjust complaints and repeated threats, this case has been sent to our legal department to be reviewed and reported to the proper authoritiesWhile we appreciate all of our customers and their business, we do have to protect ourselves from attempts to commit fraud on our company [redacted] is no longer a customer of HSCPlease remove this complaint

My wife and I signed with the Home service club and dutifully paid our first month premiumShortly after the initial exception period our refrigerator broke downWe filed an online service request and were given a call the following morning that a serviceman would show up later that dayI took the day off and waited until mid-afternoon for a scheduling call-backAt that point I called the serviceman myself and was informed that they had refused the service callAt no point did HSC contact me about thisI then contacted them ( HSC ) to schedule a new appointmentThe next day a serviceman showed up who diagnosed our refrigerator as having a freon leakHe also stated that he could not service the unit as they were not "authorized" to do freon replacementHe suggested that we call [redacted] for servicingWhen I called HSC about the problem I was told repeatedly by a bored,disinterested customer service agent that this was a "pre-existing" condition and that I was on my ownThey then offered very "helpfully" to contact [redacted] on my behalfI told them no thanks for their worthless solution as I had already contacted [redacted] and the following day cancelled my contract with themMore intolerable time went by without a refrigeratorWhen the [redacted] tech arrived ( a true professional ) he advised us that the compressor was broken and that there was nothing wrong with freon levelsTo further incense me after I left another interview on the consumer reports website they responded with the specious claim that I already had coverage for the appliance and that was a breach of contractThe truth being that we got the coverage after we had severed our ties with HSC and not beforeWhy would I call them if I already had coverage ? Between the pre-existing coverage nonsense, [redacted] serviceman and [redacted] apathetic customer service I could not rate this company any lowerNot to be trusted

Everything stated in this complaint is outright and this is complete fraudWe have pictures of the system taken by the technician; a diagnosis and report from a professional, tested, and trusted technician; and a tech who will provide us with the affidavit of the real situationThere is, unfortunately, no truth in anything stated in this complaint and our Fraud Prevention Department will be dealing with thisWe initially attempted to provide courtesy offers to the customer, which they denied and requested to cancelAt this point there are no offers and any moneys owed to our company will be collectedThe system is physically damaged, not covered, rusted out, and the customer asked the tech to lie to our company and not give us the detailed report so that we cover itWe never accused her of damaging it, never heard of any lawnmower other than from her claims, nothing she claims is true whatsoeverHer repetitive statements about what is covered and what the diagnosis is are totally incorrectShe has threatened to blackmail us with complaints numerous timesCustomer refused to pay for the service call she requested that she is responsible for and refused to sign the repot ticket because she wanted the tech to lie on itWhich he refused and therefore left without her signing itEverything on the report is correct and consistent with the pictures and the diagnosisThere are no further offers made on this, it will be reviewed for possible further action as we are owed money from this customer, and any and all possible resolutions must be done in writing only

While we appreciate all customer feedbacks and inquiries, thiscomplaint has information that is inconsistent with the facts and seems to beintended for obtaining a unit replacement that HSC is not obligated to replace.The original repair was a replacement of an evaporator coil, which is a majorand expensive repair, that HSC has approved and paid for and completed at thetimeThe unit worked for a long time and now has other issues, which HSC hasagain approved (despite it not being subject to coverage) as a courtesy to [redacted] because of a delay caused by a technician and communication [redacted] is responsible for non covered procedures, not equipment, and HSC is paying alot of money for a repair that we are approving as a courtesy to [redacted] whosecontract has since expiredAccusations in this complaint are completely false,unwarranted, suspicious, and simply not trueThe representative assigned tothis claim will be in contact with [redacted] again to make sure everythinggoes according to plan and approvalHowever, upon completion of the courtesyrepair, this claim will be closed and the contract is already expired [redacted] can contact [redacted] at ext[redacted] for any questions

My toilet had been possessed by the devil! It wouldn’t stop flushing! This may sound comical but it so wasn’tI only have toilet in the house for my large family and I was really stuckThey came and worked quickly and efficiently to get it all sorted out

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# [redacted] ison its way

This claim is not a covered claim for reasons clearly stated on our contract and explained to [redacted] ***After [redacted] told us that she liked the technician that we sent out and would probably use him in either case, and would need to replace her system anyway, we offered $toward the replacement as a customer courtesyThis is not the first claim [redacted] had with us, and we are happy to service her and appreciate and value her businessHowever, we follow the contract [redacted] has with us and fulfill all our obligationsThere is no further review in process and no phone calls that [redacted] I waiting on usAll of the options and good will offers were advised to [redacted] and HSC is waiting on her decision on whether she will be using our technician or not and we will pay the offered amount

Unfortunately this is a complete misrepresentation of facts and [redacted] is no longer our customerShe purchased a home with a bad AC and then signed up for our services to get it replaced and filed a claimWe are not a home improvement company and require that all systems are working to the manufacturer's originally intended design and specificationsWe sent out a technician to diagnose the problemThe unit was completely rusted out and corroded, clogged and dirty and completely unmaintainedUnit is beyond repair and needs replacementOnce we let [redacted] know that this is not what our service is and this system is not covered, was existing before the contract started and even before she purchased the home, she started yelling and cursing at our representatives, threatening and personally insulting themShe was yelling about how she does not care what the contract states and that we need to pay for her new AC system and all this with personal insults to the representatives who were helping her and being extremely professional and niceEvery time our representatives requested that [redacted] send us her inspection report so that we can determine what can be covered, she fully refused and would start yelling again and demanding and threatening and insulting againThis contract is void and breached by [redacted] and has been cancelled due to fraudA full refund has been issued and [redacted] is no longer a customer and anything further will be submitted to and be dealt with by our legal departmentWe request that this case be fully removed from our records

This has absolutely nothing to do with HSC and should not by any means be a public complaint or have any impact on our companyWe have done everything we were supposed to and more and should not be penalized by having a public complaintAgain the information is not what we have, the accusations are at someone else and based on the mutual dealings of the two parties other than HSC and long after HSC was out of the picture and [redacted] was no longer our customer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: This is exactly the type of response I would expect from such a low caliber company "On (Saturday) he filed a claim stating he has a leak which he determined based on noticeable water stains from thedownstairs ceiling below." In response, we stated that water was dripping from our ceilingWe never stated there werenoticeable water stains, because there aren’t"although we cannot fully diagnose and determine the issue just by his statement, it sounds like it is a leak in the water line and notsomething that would be covered under the plan he has chosen with us." In response, here is what is in the contract verbatim: [redacted] *** [redacted] *** [redacted] *** [redacted] [redacted] *** [redacted] ** [redacted] *** [redacted] ** [redacted] [redacted] [redacted] It clearly states that leaks and breaks in waste, drain or vent lines is covered What is not covered is a collapsed line So why would we “coach” the plumber to say it was a shower valve, when it states that leak in a line is covered? We have since cancelled our contract and paid the plumber outright for the shower valve (I have the receipt and would be happy to forward it on to prove that it was indeed a shower valve and not something else that we were trying to get covered under the warranty)."We do not know where [redacted] came up with the "updated contract" claim, but he has the same contract now that he did on day one of his policy, and it is still available on his account page hours a day and days a week" – We didn’t“come up” with anything I have an email from [redacted] at HSC on Nov**, where she sends us an updated portion of thecontract I would be happy to forward it on Also, it is not available I was shut out of my account the second I cancelled Thank God, I printed a copy beforehand." [redacted] then proceeded to contact us time after time trying to talk to a different representative each time to try and get his leak covered." In response, we proceeded to call back time after time because we were trying to get a manager on the phone We were denied every time"We have complaints from both technicians, and representatives, of [redacted] being extremely rude, he has not paid hisdeductible to a technician who went out prior for a different issue and has a $balance on his account which was supposed to have been paid before any plumber can be assigned in the first placeHe also tried, on a previous occasion, to have the tech mis-diagnose his air conditioning system and was rude and upset when the tech would notMaking this situation even more suspicious" In response, we were never rude to any technician In fact, the original plumber told us that they had been to another house on the same day they visited our residence and HSC had denied that claim as well They said they have had so many problems with HSC, they are terminating their contract with them Even the technicians think this company is awful to work with I was unaware I had a balance with HSC When logging into my account, my balance always said $The $has since been paid The statement that we tried to get the tech to misdiagnose the ac is an outright lie I am sure I was rude to the representatives but only after the tenth time I’d been given the “runaround” Initially I was not rude I cancelled my contract because I would rather pay outright to have repairs done to my home than deal with this company for one second longer The only resolution I want is for someone to read this complaint and realize what a shady company this is (they have a C rating) They do not care about customer service The fact that they are willing to throw the customer under the bus and take zero responsibility should alert people to what type of company they are All they care about is taking your money In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Attached please find the invoice for the job that we paid thousands of dollars for as a courtesyThis is absurd and we request that this complain be removed from our public recordsWe have gone above and beyond for [redacted] who was in bad standing and should have never been set upWe did everything we could and paid thousands of dollars and got her unit replaced and up and running in a timely fashionDespite her remaining past due even after the job was already completeAnd we get accusations and unwarranted complaints in returnThis case is closed, there is nothing to do hereUntil the expiration of this contract from now on HSC will be acting strictly according to the contract despite any special requestsPlease confirm that this is closed and removedThank you

Very prompt service and very good customer serviceBoth reps we've spoken to were very attentive and helped us get both our refrigerator and our washing machine fixedBoth situations went noticeably better than our experiences with our previous companySatisfactory and highly recommneded

Here is the correct situation: [redacted] has signed up for ourservices and shortly after filed a claim for a pre-existing issues which HSCdoes not coverA technician was sent out regardless and the repair wasapproved as a courtesy to help [redacted] outThe part which was needed took time to be ordered and received butwas installed [redacted] had called back afterwards and saidthe unit is still having one of the issues and, despite it being not coveredand us having already spent money on it a technician was sent back out [redacted] had called us and informed us that he did notlike the technician and wanted to speak to a [redacted] The service companyhad told us a different story but have agreed to send a different technician tolook at the dishwasher from the beginning with a fresh set of eyes as acourtesy to usA [redacted] then called [redacted] back and gave him numerous options [redacted] was given the option offered by the service company to have a differenttechnician come out to look at the issue he claimed he was still havingHe wasalso given an option of HSC eating the repair costs incurred to that point andoffering [redacted] an additional $he can usetowards a replacement of the non-covered unit [redacted] has also inquired about cancellation and wasreferred to the cancellation policy on the contract which states that if thecontract is cancelled within days of the start date then a full refund isapplied and there are no cancellation fees, however the customer is responsiblefor paying back any claims that were paid on the contractIf he does and earlycancellation after the first days, a pro-rated refund is applied less a cancellationfee and any claims that were paid on this contractAs a courtesy to [redacted] , who at that point was already past the days,the [redacted] advised him that if he wishes to cancel then we will issue afull refund, waive the cancellation fee, and even waive the repair costs HSChas incurred thus far [redacted] refusedthis option and requested that we do both fix/replace his dishwasher, refundhim his deductible for the non covered issue, AND then cancel with a fullrefundPlease note that HSC is a warranty company and does not provide oroffer services for customers to sign up, obtain a repair or replacement, andcancel with a refundAt this point HSC has paid money it was not obligated topay for a non covered issue and incurred this unjust and unwarranted complaint.If [redacted] wishes to cancel the contract he cando it in accordance to the cancellation policy of his contract, or he canaccept the offer presented to him but the [redacted] he spoke with which wewill gladly honorHe would need to sign an agreement to that effect before wecan proceed with it to avoid future discrepancies or misunderstandings

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: First, I have checked with the Title agency which purchased this policy as a part of the closing They HAVE NOT received the refund noted in the HSC response I was told by HSC that because I did not purchase the policy directly (it was a condition of closing) that the policy funds could not be returned to me directly.Second, I was not provided a copy of the HSC contract I only received an email entitled 'Relax, you're covered' Furthermore it would not have occurred to me to identify items which could be classified as 'wear and tear' as items which may void coverage as a pre-existing condition.Third, I am aware that there are items which fall under my responsibility of general maintenance of the property I have not requested HSC to cover items which were noted as not working I fully intended to have the items noted as leaking repaired In fact, I have now gotten them repaired by a pool contractor who identified that the noted leaks would not have any effect on the functionality or failure of the motor/pump My inspection report clearly states that the motor/pump was functioning at the time of inspection Furthermore implying that the pool pump would not be covered because the functionality of the pool light or GFCI could not be confirmed at the time of inspection is silly One has absolutely nothing to do with the other!Please note that this inspection report was not requested by HSC until after the effective start date of my coverage Should not something which has so much bearing on what is covered and not covered, be requested up front to establish a basis of that coverage which is clear? Additionally, at no point in time did HSC inquire whether any or all of these items had been repaired or corrected by the owner prior to closing It is clear that they are using this inspection document after the fact to find every and any reason to not meet their contractual obligations.My coverage started on 12/*, the claim was made after that date Stating that I have not used these items is irrelevant I have not used the air conditioning Does that mean that if I turned it on in June and it did not work that I would not be covered because I had not previously used it and the inspection report noted that the insulation around the piping was cracked and the units showed some rust even though the units were noted as functioning? If the pool pump was not performing as I wanted (but still functioning) and I had it replaced, that would be a renovation/remodel and I would happily pay for that The point is that the pool pump was functioning prior to my coverage starting (as noted by the inspection report) and now, within the timeline of my coverage whether it be the beginning, middle, or end, it is no longer functioning That is not renovation/remodel, that is repair/service/replacement In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] After reading the response of HSC, I am truly disappointed in the dishonesty about what has transpired over the past two monthsI have (and can provide) phone records from when I called HSC to follow-upOn 11/ [redacted] at 9:AM, [redacted] appliance called us to let us know they were at our home to give us a quoteThey have NOT called us since I spoke with an HSC rep on occasions, I asked for a refund of the $and was denied the requestMy husband has called the appliance company a few times and were told weeks after they initially planned that the part finally came inThis week, after two months of this claim opening, the appliance company called to let my husband know that our work order was in the wrong queue and they didn't know what they were supposed to do for us.Our direct issue is with HSC for not following up, not caring about our customer experience, and not helping to resolve this issueOur direct issue with [redacted] is lack of follow-through, lack of communication (calls or voicemails), and the inconvenience caused by allowing this HVAC issue to be present for so longSince HSC represents ***, our complaint is against HSCPer your response to my concern, it is apparent that customer satisfaction is not a priority.I am directly requesting the following:HSC will completely pay for the completion of [redacted] Appliance's workIf any technical issues arise after this work, we assume a warranty applies to the quality of service we receiveAfter #is completed, HSC will allow a cancellation without a penalty to meI will say that my experience with HSC up front (during the sales process) was incredibleIt is unfortunate that this issue has resulted in such a high level of dissatisfaction and no effort on HSC's part to rectify our concerns In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]