Home Service Club Warranty Corp

*** *** filed a claim on 8/**A technician was assigned on 8/**Diagnosis and estimate were received, reviewed, and approved by 8/**We covered a major repair for *** ***, did so quickly, and received a complaint for it with *** *** stating that we should give her money for incovenience
We have done nothing wrong, there are no time frames given in our contract, claim and major repair were quick and all contractual obligations were fulfilled according to our contractUnfortunately we cannot just pay money to *** ***, or any customer, just because they choose to use the Revdex.com in this wayIt is our understanding that this is not what the Revdex.com is for and this case should be fully removed from our recordsNothing wrong was doneA major claim and repair was handled in a timely manner and in *** ***'s favorWe apologize if she wanted it done even quicker than it was, and had we done anything wrong then we would most certainly quickly resolve itHowever, as mentioned, HSC did nothing at all wrong, and unfortunately we cannot just send money outWe will try to be even quicker in the future for *** ***, however please remove this case from our records

Service was assigned Friday, before this complaint was filed and a representative contacted *** *** to inform himA mehanic is scheduled to go out this evening

This company is a joke,fraud, unbelievableafter all the great reviews this is equal to every other small time scamHSC wants you to pay monthly, for a basic service, I paid for the top of the line and added two different servicesSo I was paying the top dollar premium, and all j got was a turned down times j a row, everything I submitted a claim the company found a loophole and got out of it, then without notice they canceled on me

This is completely not true and against policy (with any company)Customer specifically (and admittedly) waited to get a pre-existing issue covered under a new capHe was told that upon renewal, all caps resetHe was NOT told that issues that are existing during the current contract that go over
the maximum cap can be transferred to the next contractHe was, in fact, informed of the opposite as this is simply and completely absurd and there would be no caps in place and a whole different contract and service provided if that was the caseCustomer's threat to continue to complain until he gets what he is not entitled to is further evidence of attempts to abuse this venue for wrongful intents it is not designed to*** *** has a total of properties covered with us and he has already requested to cancel thenHSC will cancel and refund the newly renewed contracts as *** *** requestedAny attempts at fraud will be dealt with accordinglyHowever HSC will not carry over pre-existing issues that the customer refused to take care of so that he can pin them on the new contract and change our contract or services we provide*** *** was offered the same options and approval as he was offered at the time of the claim despite so much time passing by and the claim being expiredHowever he refused as his entire intent was to try and get it covered by a new contract

This issue was resolved and a check #*** was sent out on May *** to the customer as per our verbal agreement with himThank you

We noticed our hot water was not lasting as long as it should and it has been happening for some timeIt came to a point where we couldn't even take a decent showerSo we filed a service request with the Home Service ClubThey sent out a plumber relatively fast and it turned out that we needed a new hot water heater since repairs on this one were not guaranteed, it was very old, and both the plumber and the warranty representative agreed that it was a waste of moneyA new water heater was delivered to my house the next day and the plumber came a couple of hours after that to swap them out and took the bad one away with himWe have a brand new and a brand name hot water heater and it works perfectly

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:
Perhaps HSC warranty needs to review the contract they entered into with me Clothes Washer: (Standard Coverage)COVERED: You're covered for the repair or replacement of components and parts that malfunction due to wear and tear, except:NOT COVERED: Plastic mini-tubs; soap dispensers; filter screens; noise; knobs and dials; odors; damage to clothing; latch assemblies; warping; drawers; touchpadsMy washing machine failed due to the tub bearing wearing outThis is a wear and tear item and therefore HSC is contractually obligated to fulfill their end of the contracted agreementThe technician HSC sent out to our house told my wife that the failure is covered and the repair costs would exceed the replacement costTheir attempt to pay me off with a $check is insultingI just hope enough people hold them accountable for their end of the contract. Additionally, as an Air Force officer of over years who has deployed to the Middle East times in support of my country, I find it very offensive that they are attempting to challenge my integrity with their non-fact based comments.
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]
As explained in my complaint, the reasoning that the company is using to deny coverage on my HVAC unit is a question they posed to the technician they sent to my home** *** (the technician) subsequently contacted me to speak about repairing the unit with his company and if the company had reached a determinationI explained to *** *** that the reasoning the company used for denial of coverage was that my unit was "rotted and corroded" and that I had failed to provide my unit with regular upkeep/maintenance to avoid it's conditionAs per my prior statement *** ***s words were that "the unit will go through rotting and corrosion due to its age and is wear and tear for a unit which is over years old"*** *** went further to state that he would confirm such a fact upon requestHis contact information was attached in my original complaint and the company undoubtedly has his information on fileThis is a tactic used by the company to deny coverage to a patient customer
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** *** is misrepresenting and misquoting the contractHe was advised and shown, many times, the terms of the contract regarding repairs and replacementsHis dishwasher is not beyond repair and needs a minor fixThe issue is with the part being on a national backorderThat is not the fault
nor the responsibility of HSCThe contract is very clear on these terms which *** *** is fully aware of, despite not mentioning it in the complaintIn such a case, HSC can decide to put the repair amount towards the replacementAlthough HSC is not responsible nor contractually obliged to offer anything other than to repair the diagnosed issue, which would only cost HSC $85, HSC has since offered to put that $towards a replacement, waived *** ***'s deductible to add another $to the approved amount, and offered an extra $as a customer courtesy just because he is our customer and to help him outInstead of an $repair we are obligated to approve, and did, we have offered a total of $to *** *** in the case he wants to replace his unit instead of waiting for the partIf *** *** wishes to take the courtesy offer he would now need to sign a separate agreement in writing as per our legal department and confirm that he accepts it through the Revdex.com, to avoid further misquotes and misrepresentations of the contractIf *** *** wishes to wait for the coming part then he can do so as wellPlease feel free to contact us for any further questions or concerns

This has been settled with the customer and we have sent them an extra $above the maximum coverage of $as per their policy contract that was already spentCustomer stated that he will notify the Revdex.com that the issue has been resolved

Please refer to all previous responsesPlease note that *** is NOT ENTITLED TO ANYTHING AND OWES OUR COMPANY MONEY AND IS FRAUDULENTLY RUINING OUR COMPANY NAME IN ORDER TO GET US TO PAY FOR HIS HOME IMPROVEMENTOur Legal Department takes this very seriously and WILL pursue further action against ***If *** *** agrees, IN WRITING, to end ALL fraud and defamation, we will honor our good will offer we submitted last time in writingThank youHi ***,
Attached is the home warranty contractBelow are a few
points I pasted (balded) from it:
From Page of contract:
" DCOVERED ITEMS
This Agreement provides coverage only for those items
specifically listed as being covered on your Coverage Summary Page (which is
attached and
included as part of this Agreement) and excludes all other
breakdowns and/or itemsHSC agrees to repair or replace those specific items if
they
become inoperative during the term of this Agreement due
to mechanical failure caused by WEAR AND TEAR, and are subject to the
terms
and conditions of this Agreement
This Agreement covers only mechanical failures relating to
the mechanical parts and components of those domestic-grade items that were
in the home and in
proper and safe operating condition and permanently
installed and located within the perimeter of the main foundation of the home
on the Agreement effective
date“Mechanical failure” occurs when a covered item
becomes inoperable and unable to perform its designated function, subject to the
limitations and
conditions set forth hereinExamples of not covered:
conditions that existed prior to Agreement effective date; lack of routine care
and maintenance; misuse; and
rust and/or corrosion“Domestic-grade” items are
those that were manufactured and marketed solely for installation and use in a
residential family dwelling
The covered item will be deemed to have been in “proper
operating condition” on the Agreement effective date if it was correctly
located within the home, was fully connected, was capable of successfully
performing all operations commensurate with the manufacturer’s original design
intention, and did not pose any
hazard to life or propertyDetermination of the
operating condition as of Agreement effective date, and the nature of any
failure, will be made by HSC based upon
our professional opinion, reflecting but not limited to,
diagnosis made by our Authorized Service Contractors or trained direct
employeesThe items listed in
Section D under “Examples of Not Covered” are not meant to
be all-inclusive and are provided for illustration purposes onlyThey do not
limit our
right to decline coverage for items not specifically
mentioned and should not in any way be deemed an expansion of Covered
Items."
From Page of contract:
" 2.IIThis contract may be cancelled by HSC for
the following reasons: (a) nonpayment of contract fees; (b) mutual
agreement of HSC and you; (c) fraud or
misrepresentation by you and/or your representative of
facts material to HSC’s issuance of this contract; (d) if you and/or your
representative either threatens to
harm or actually harms the safety or well-being of: (i) HSC;
(ii) any employee of HSC; (iii) a Service Contractor; or (iv) any property of
HSC or of the Service
Contractor; or (e) a change in laws or regulations that has
a material effect on the business of HSC or HSC’s ability to fulfill its
obligations under this contract(f)
HSC may cancel this contract at any time in the first
days following the effective date of the contract without reason, if HSC
cancels this contract within the first
days, you shall be entitled to a refund of the paid
contract fees less any service (claims) costs that were incurred by HSCIf
HSC cancels this contract after
the *** day from contract effective date , you shall be
entitled to a pro rata refund of the paid contract fees for the unexpired term,
less: (a) an administrative fee
of up to $(where permitted by law); and (b) any
service (and claims) costs that were incurred by HSC."
AND also from Page 10:
" This Agreement does not cover failures which
may result from other causes, such as without limitation: abuse or misuse;
improper installation; improper or
insufficient maintenance, failure to clean; neglect; impact
damage, physical damage, lightning strikes; missing parts; animal, pet and/or
pest damage; casualty;
acts of G-d; structural and/or property damage; structural
changes, flood; smoke; earthquake; freeze damage; fire, electrical failure or
surge, water damage, mud,
soil movement, storms, accidents, or failure due to
excessive or inadequate water pressure; accidents; war; nuclear explosion, acts
of terror, reaction, radiation
or radioactive contamination; insurrection; riots; vandalism;
or intentional destruction of property"
We are strictly a WARRANTY company, we warrant equipment
from mechanical failures from ware and tare (much like, for example, a
company like Samsung warrants their products from not functioning due to their
function after you purchase their electronics)We are NOT and insurance
company for accidental or outside factor damage, or neglect, and we are NOT a
home improvement company
Please refer back to our long reply regarding the history on
this account*** had told us that everything in his house is in full and
operating condition to manufacturer's original design and guidelines before the
start of the contractA week after his contract started, *** *** had major
HVAC problems and plumbing that were ALL clearly existing prior to the start
date of the contractFirst AC system was completely out of freon, which takes
a very long time to leak outHis unit was not used since last summer and was
not working as soon as it was turned onThe unit had one massive leak and
numerous other leaks in its coil due to it being complete rusted through and
corrodedAttached also please find the first diagnosis we received from the
professional mechanic that looked at the unit stating that the coils have been
leaking for months and it takes a long time to develop multiple leaks,
especially ones that bigNot to mention they were leaking directly due to rust
and corrosion which in itself is not an electrical nor mechanical failure and
is not coveredFrom speaking to the tech he said the unit was in terrible
shape and not operational at all for a long timeThis is also a straight AC
system and not a heat pump, meaning it is not used for heat in the winter and
is only used for cooling in the summer, so the issue is likely, at minimum,
from last summer
*** also has a toilet that is bad and needs rebuilfing
or replacing, and a faucet that needs numerous stems that have been bad for a
long timeHe also has a total of different hose bibs throughout the house
that are all bad and need replacingAccording to the plumbing company which we
paid for a diagnostic because *** *** refused to pay them, these issues have
been there for some time, are all completely unrelated, and customer was aware
of it all
Second AC system: the technician found the unit completely
non-operational and with absolutely no chance of it being able to work in the
condition it was, and completely not having been able to get that way on its
ownThe blower motor was (by someone) simply disconnectedOther electrical
wiring was (by someone) simply pulled outAnd more weird than rest, the
service valve inside was (by someone, intentionally) closedAs if someone
wanted it to fail because the only thing a closed valve will accomplish is
damage the compressor which is one of the major parts of the entire system
This was pre-existing and tampered with*** *** pretends he does not know
how that could have happened, and that it must be "vandalism"Which,
in any case, is not a mechanical failure of the system, not designed to operate
as such, and is not subject to warranty coverageNonetheless, our technician
DID repair the system, opened the valve, reconnected the motor, and rewired the
unitTested it, inspected the rest of it including the inside unit, and got it
up and runningDespite all he did, he did not charge any more than the trade
service call fee that *** *** again refused to pay
*** *** is fully aware of all this, knew what he was
doing, and was advised of it all many times and every time he as in contact
with usHe has threatened to use defamation and fraud to get his systems
replaced and parts of his home improved and/or remodeledHe is simply using
the Revdex.com and other sources for this very purposeIn order to close this case and
prevent further action from being taken, we offered as a GOOD WILL, to refund
*** *** the full premium he paid us, and waive the outstanding balance he
owes us for the moneys spent on his service calls/repairsThis would mean that
none of this would have cost *** *** a penny, and would wind up with free
diagnostics and a free repair at HSC's expenseWe will require that this would
be agreed to by both parties IN WRITING and *** to sign a waiver that we
would send him outlining the agreementIn the case *** *** continues this
fraudulent defamation and attempts to use our company for his remodeling bills,
we respectfully request that this case be closed in our favor and we will be
furthering our actions through our Legal Department against *** ***
Please let me know if there is anything else needed or if
there are any other questions regarding this caseWe have exhausted all
options and spend a lot of time and money on this case and get nothing but
repetitive fraudulent demands and information back from *** ***
Looking forward to having this resolved ASAP
Thanks,
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Revdex.com:At this time, my complaint, ID
*** regarding The Home Service Club Warranty has been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
*** *** ***
*** *** *** ** *** *** **
*** ***
*** ***
*** *** ** ***
Please be advised that I have now heard from the company and they have satisfactorily resolved my complaint** ***
Sincerely,*** ***

We have spoken to the mechanic on Friday and today and confirmed he is coming out tonight and has all the needed informationWe will also e-mail *** *** all the information

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:
This response does not address the matter and is an example of the way customers are treated by this company
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 find that this resolution is satisfactory to me and the matter has been resolved
Sincerely, *** ***

*** *** called us back and the issue was resolved

We have spoken to the customer and this has already been resolvedThank you

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 HereThe company's numerous conversations with me was because I made calls and spoke to customer service reps who's only response was either that they were trying to locate a service(air conditioning) company or the claim was in review. I spoke with a person yesterday and was informed that an obscured clause on page of a sample contract stated that if my unit (inside and outside components) were not by the same manufacturer, the company was not obligated to repair or replace it.
I look forward to speaking with a representative today 9/**. Most promises of a call has gone unheeded
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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

Although weappreciate all of our customer's concerns, please note that this is a completemisrepresentation of factsEverything stated in the complaint, from the timeline to the actual statements, is incorrect information*** *** has our standard coverage which does
not coverwater leaks*** *** is verywell aware of this from prior claims he had filed with us and has beenexplained this numerous timesOn 11/**/(Saturday) he filed a claim statinghe has a leak which he determined based on noticeable water stains from thedownstairs ceiling belowInstead of assigning a plumber and leaving *** *** stuck with service call and repair fees we calledhim to advise that although we cannot fully diagnose and determine the issuejust 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 usWeoffered to send out a plumber anyway to diagnose and check out the issue, andthat if it is found to be a covered issue then we will gladly cover it, but ifit is not then he would have to pay for the service*** *** agreed and a plumber was assigned later that sameday on Monday 11/**/and the customer was notifiedNote this was on the veryfirst business day and not a week later as *** *** stated in his complaintThe plumber, uponinspecting the issue, called us with the information and estimate and confirmedthat there is a leak in the pipe somewhere behind the wall/floor, and he doesnot know where exactly it is and would have to cut through the ceiling/floor orwall to detect it and then repair itWe advised *** *** of the findings and that it is clearly notcovered but he can do the work with the plumber if he wishedWe do not knowwhere *** came up with the "updatedcontract" claim, but he has the same contract now that he did on day oneof his policy, and it is still available on his account page hours a day anddays a weekWe confirmed what was not covered and upon understanding thefacts, *** ***then proceeded to contact us time after time trying to talk to a differentrepresentative each time to try and get his leak coveredLater that day, wegot a call back stating that the plumber now claims that there is no pipe leakand he does NOT have to cut through any walls or ceilings and its just a simpleshower valve repair by the faucet, but yet kept the same expensive price whichincluded the $of cutting through the wallsThis is suspicious andextremely weird for a number of reasonsIt is either a gross misdiagnosis onthe part of the plumber, combined with a gross over charge for a simple repair,or, the *** *** had convinced the plumber to provideinformation in order to get the non-covered work covered by us and, as hehimself put it, "coached" them into doing soAt this point weadvised the customer that none of this was acceptable and what we can do issend out a brand new fresh tech, a new company for a second opinion and a freshdiagnosisIf the finding state the issue is a covered one then we will gladlycover it, and if it is not, then he would be responsible for the repair costsbut we would cover the second service call as a courtesyInitially *** *** agreed but only if he can speak to the new plumber first, which was a bit suspicious but we providedhim all the plumbers information and approved everything we offered*** ***, however, later refused the second opinion (afterwe had already set it up) and stated he will only work with the first plumberand requested to cancel his contract with us*** *** is fully aware of what is not covered and that weare not a home improvement company and HSC sending out the first plumber, andthen offering to send out another is proof enough that his accusations arecompletely and emptyIt is also worth noting that *** ***has made an issue out of every single claim and contact he had with usWe havecomplaints from both technicians, and representatives, of *** *** being extremely rude, he has not paid hisdeductible to a technician who went out prior for a different issue and has a$balance on his account which was supposed to have been paid before anyplumber can be assigned in the first placeHe also tried, on a previousoccasion, to have the tech mis-diagnose his air conditioning system and wasrude and upset when the tech would notMaking this situation even moresuspiciousHSC, however, does not wish to put blame on neither *** ***, nor the plumberWe have done everything we weresupposed to do and even moreAnd offered to do even more and were always hereto work with our customerHSC does wish to make everything clear and presentcorrect information of everything that has happenedNeither the time line, northe accusations, nor the comments on the contract, nor any points made in theoriginal complaint are correct*** ***'s contract has been cancelled as per his ownrequestHe will be receiving a refund accordingly as per his contract and theoriginal plumbing company will be reviewed to see if they will be receivingmore business from HSC or blacklisted for any wrongdoingsShould you have anyquestions please feel free to contact us directly