Home Service Club Warranty Corp

While we appreciate *** ***s passion in trying to get hisnon-covered systems replaced by HSC, statements in this complaint are amis-representation of factsPlease note that HSC is strictly a warrantycompany and does not provide home improvement or remodeling services. ***
*** admittedly signed up with us for his bad systemsand HSC does require all systems that would be subject to coverage to befunctioning perfectly and according to the manufacturer's originally intendeddesign and specification prior to the start date of the contractThey do nothave to be brand new. *** *** has manyissues in his house that void coverage and numerous ones with his pool/spaaloneHere are just some of the issues notes on the inspection report: "Prior leaking evident at the pump(s), There is a leak at theimpeller of the pool motor that should be repaired, The filter has aband-gasket leak which should be repaired, There are valve leak(s) in theequipment area which should be repaired, The pool light did not respond (GFCIprotection not confirmed), The pool lightcircuit GFCI protection was not tested." There are other issues that wereexisting prior to start of the contract and some that were nottested/inspected. *** *** hasNEVER used this poolHe has had this house/contract for days before filinghis claim, the weather has been in the 50s and 60s, and *** *** admittedly stated that he had just tried turningit on for the first time to check it and it would not workThis isspecifically NOT what HSC plans are for and NOT the service that HSC provides. *** *** needs a pool repair company or a home improvementcompany for such services and pay their respective rates. *** *** had informed one of our representatives that hewas mad that he signed up with us for issues which we do not cover. *** *** was also advised every step of the way, despitehaving had the contract and representatives available prior to signing up, thatissues existing prior to the start date of the contract are not subject to coverage.HSC has not done anything wrong here, acted in accordance with our contract,and have kept *** *** fully informedThis complaint isunjust and not factualThis contract was already cancelled and refunded per *** ***'s request, and no fees were charged. *** *** is not a customer of HSC, not eligible forcoverage at this time, and no home improvement repairs will be paid by HSC.There is nothing else that can/will be done here and this case is closed

While we appreciate all of our customers and their feedback, this complaint is not consistent with the facts*** *** refused HSC's services and completed the work on his ownThis is an unauthorized repair and is not subject to coverage by our contract as it takes away our ability to determine
coverageWe do not know if the issue with the old unit is a covered one or notA service technician assigned must go out to inspect and diagnose the unitShould the unit be covered and in need of replacement, the customer would then have the option to use our tech or a different one if the total amount exceeds the amount coveredRegardless of this, we obtained an invoice from *** *** for $and approved it less the deductibleThe deductible has nothing to do with a service call by our technician and is a deductible which applies to each claim (one per claim)There were no other approvals on this claim and this was done as a courtesy for the customerThe check was mailed out (check#: ***) on April *** as promisedIf *** *** has not received the check, we can put a stop payment on it and re-send out another oneWe were not notified of him not receiving the check and did not hear this until this unwarranted complaintWe understand that there are misconceptions of coverage and our services, however HSC has done more than contractually obligated to for this customer and still received this complaintPlease let us know if the check was not in fact received and we will send out another oneA supervisor will be in contact with the customer to confirm

We have contacted the customer and the issue has been resolved

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,
*** ***

This custmer IS FRAUD and his statement is completely and outright FALSEPlease note that we are a home WARRANTY company, not a home improvement or a remodeling companyOur contract clearly states that we require for all systems to be in full operating condition to the manufacturer's original
intented design and specifications and that we do not cover conditions existing prior to the start date of the contract*** purchased our conbtract with the intent to replace his central air conditioners*** ***s contract started on June ***, He filed a claim on June ***, 2014, the very next dayWe sent out a professional mechanic to check and diagnose his problemsBOTH of his units were found to have freon leaks in the coils and both of his units were significantly short on refrigerant and therefore not cooling the air that was coming outIt is physically impossible for so much freon to have leaked out of both units in a dayOnly way that can happen is if someone smashes and breaks the coils, which was not the casePhysical damage would not be a warranty issue anyway and had that been the case there would be a hole in the coils and ALL of the freon (gas) would have leaked outThe leaks are tiny and develop over time and it takes a very long time (many months) for the freon to leak outIn fact, they were so small that the technician even suggested putting leak stop in it instead of replcing it as it can tighten up the leaks from the inside (this would NOT be an option had the leaks been bigger)We have a statement from the professional mechanic stating that it is his professional opinion that these issues are much older than dayThis is very obviousThe issues are not covered and *** *** is in breach of contract as NEITHER unit was operating to manufacturer's designed specifications when the contract started*** *** tried to defraud us and when we advised him that this was not covered he started yelling and did not let any of the representatives even put in a wordThis will be dealt with by our legal department who does and will go after such customers with fraudulent defamation and/or outstanding balancesA REFUND WAS ALREADY ISSUED to *** *** when his policy was cancelled per his request

This issue has been resolvedWe have approved a lot of money for this repair and advised/paid the technicianPlease note that HSC has done nothing wrong on this to begin with, and even covered more than were obligated to on this issuePlease remove the complaint and feel free to contact us with
any questionsThank you

Here is a copy of our previous reply:
"This
is a misrepresentation of factsThe technician who was assigned to diagnose
*** ***'s system is a professional for many years and has done a lot of
diagnostics, repairs, and replacements and is extremely knowledgeableAnd as
you can see from *** ***'s own text, everything our technician said was,
in fact, correctOnce the bad compressor is diagnosed, it means the unit
simply does not turn on and no further diagnosis can be made until the
compressor is replacedIf the unit was installed in with no transferrable
warranties, as *** *** himself wrote, then the compressor would not be
under the manufacturer's warranty - which *** *** himself wrote that it
wasThis is completely contradicting informationHSC denied the repair and
approved for a replacement as this is the correct and recommended way to
proceedAny reputable technician will confirm that compressors for units of
such age and condition that still use rshould not be replaced for numerous
reasonsFirst, you do not know what caused it to malfunction and it may cause
the new compressor to fail as wellSecond there may be other major issues with
the unit which you would not know about until the expensive compressor is
replacedAnd generally it is not a correct way to go around it and shortens
the life of the new compressor being put in*** *** was offered our
services and an approval for a replacement which he deniedHe wanted to
proceed with the repair because it was cheaper out of pocketHe states he obtained
the compressor under warranty for free and then paid $for labor,
materials, and refrigerantOur technician quoted $for the same work
providing the part was covered by the manufacturerHSC has also offered the
customer $as a courtesy toward the repair, which would have made the total
out of pocket expense only $for something that was not approved/covered
Yet *** *** decided not to go through us and claims he went ahead and
paid $for it*** *** has requested to cancel his warranty
contract with us and as per his request, his contract was cancelled and no
cancellation fees were appliedThis contract is now cancelled per request of
*** *** and he is no longer our customerThis complaint is completely
misleading and incorrectThere is nothing further to be done on this, please
close this case."
There is nothing further to add as *** *** has not provided any new information and, in fact,
again contradicted himselfHe proved that our technician diagnosed it
correctly and provided them with correct informationHSC has then determined
the proper repair route and approved it (for the best possible option for *** *** ***)*** *** ***
then denied the approval and asked for a non warranted and non recommended
"band-aid" repair optionAlthough not covered per HSC's contract and
determination, we offered to pay $300, as a courtesy to help *** *** *** out, off the already significantly
discounted price from our trusted technician which we extend to our customer*** *** declined this option as well, and went on
his own and paid almost $more for the same band-aid repair and
requested to cancel his contract with usThere is nothing for HSC to do here,
HSC has done absolutely nothing wrong here, and HSC has received a complaint
which is completely unwarranted, unjust, and based on clearly incorrect and
contradicting informationHSC now considers this case closedIt should have
never been filed to begin with, and there is nothing new nor nothing for HSC to
doFor any questions please contact me directly at ***, ext.***

While we appreciate our customer's feedback, the information inthis complaint is not completely true and is incompleteCustomer had one claimwhich HSC approved and spent a lot of money to replace a coilCustomer then hada second claim for a system that was under manufacturer's warranty
and customerapproved the work himself without authorization which removes any and allliability from HSCThen he stated that there was yet another issue (thethermostat was showing a difference of just degrees) and when we spoke to thetech he advised us that the customer was doing RENOVATIONS in that part of thehouse, completely NOT a service we provide nor compliment, and that thecustomer had removed all insulation from the lines for the unit and had anothercompany tamper with itThis again removes any and all liability from HSC.Anything wrong with it can be the result of others touching it for renovationsor any other reasonBeing that we try to take care of our customers and thetech we sent out is a trusted and very knowledgeable technician we asked him togo back out to the customer's homeThe tech said that if its anything to dowith his work, or even a broken weld that we would, as a courtesy to us, takecare of it at no costHowever if it is anything else that was done or causedby anyone else, it will be the customer's responsibilityThere is nothing elseto do for HSC at this momentThe tech is going out to look at it and will letus know what it is and what is going on with the unitOnce we have theinformation we will advise the customer of the status

This, again, is a misrepresentation of factsWhile we value ***
*** opinion, as well as those of other random HVAC companies in Atlanta,
the fact of the matter remains that the system is, in fact, a mismatched system
(modified from manufacturer's original design as stated in the contract, as one
brands unit is designed and made to work with all of the parts and components
of the same brand) and with the condition the unit is in, it is apparent that
*** *** clearly signed up on July *** to get this system replacedAnd again,
the system was not built or installed that way, a part of it went back some tie
ago and instead of replacing it with a matching unit it was replaced with a
different oneIt is not uncommon as many HVAC companies are only authorized
dealers for certain brands and everything they replace, they do so with the
brands that they carryHSC cannot speak for those companies and their actions,
and we follow our contract to the letterWe are a warranty company not a home
improvement companyAs stated below, we offered to keep this contract as a
customer courtesy, however *** *** must agree to such in writing or it is
scheduled for cancellationWe have all the information from the technician
regarding this system, and if *** *** wishes to keep the contract and
repair/replace his system through our assigned mechanic then the good will
offer from the previous communication is still valid through Friday

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
Please retract the my complaint and mark this matter as resolved
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: The AC is still not working after days. The first problem diagnosed was a leak in the unit. After the first problem was fixed, the airconditioner still did not work ....the second problem was identified which is the compressor. After a new compressor was installed, the AC still does not work. The HSC technician is now saying that there is a bad valve. All of the problems are covered by the Service Agreement with HSC. Contrary to their response, they continue to be responsible to replace the defective valve. The technician has scheduled an appointment to do this on Wednesday October *. If it is not fixed, I will go ahead and hire another company to complete the job and negotiate a settlement afterwards with HSC
July **....I filed the service claim for the AC/heat pump
August ? HSC technician # said that the hose had a leak and needed to be replacedAugust ? HSC sent technican # who said that the problem was the compressorAugust ? HSC Technician # replaced the hose provided by the manufacturer because the unit was under warranty. The AC did not work
August ** I filed a complaint with the Revdex.com
Sept ** HSC Technician # replaced the compressor with a new one provided by the manufacturer. The AC did not work. The HSC technician said that the problem was a defective TXV valve. My husband told the technician that we would not be available between Oct * and Nov * and that having heat in the house before Oct * is critical so that we can avoid the potential problem of burst pipes. The technician told us he would replace the valve on Tues, Sept **
Sept ** HSC Technician did not show up or call
Oct *....HSC Technican said he ordered the valve and that he is not available until Oct *. I called HSC and spoke to *** to request that HSC send another technician to complete the replacement of the TXV valve before Oct * The Revdex.com has informed me that they are closing the case because HSC has indicated that they no longer have any responsibility for fixing the AC/heat pump regardless of what the HSC service agreement provides. I have contacted another contractor to complete the job but they declined to get involved because of the potential for law suit
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** ***'s account was on hold due to outstanding balances from numerous previous claimsWe have spoken to *** once and let him know and he stated that he will call us backWe have since been trying to contact *** *** many times on a daily basis and are unable to reach himHe does not
answer nor return our phone callsThe customer can contact us and we will address any outstanding issuesThank you

While we appreciate *** *** opinion, we do have to go by theactual facts and the contract*** *** washer did not operate tomanufacturer's originally intended design and specifications at the start ofthe contract as requiredThe bearings were completely worn and metal
wasgrinding on metalThis does not happen over weeks and has been going on for quietsome time*** *** himself mentioned that the unit was making noise and hasbeen for some time and just did not "stop spinning" until the claimwas filedOn top of the obvious mentioned, the basket was warped and both thefront and the rear tubs were damagedAll issues that are not covered, physicaldamage/warping, and all did not happen to end up this way over night as ***
***suggestsThere are numerous factors that indicate that this was anintentional act in trying to obtain coverage from our companyHowever,*** *** was given the benefit of the doubt, and the claim was simply marked asnot covered, *** *** was advised of the findings and information, and HSC evenoffered a courtesy $towards a replacementThe completely blatant and falseaccusations in this complaint are a further indication of the customer'sintentThis claim is not covered as per the contract and the terms of thecontract are non-negotiable despite *** *** opinion of themIf he signed upfor warranty coverage, as he is claiming he did, then he should clearly seethat this does not fall within such coverageIf he signed up to get histhousand dollar system replaced as many factors indicate, then it is simplyintentional fraud on his behalf and this complaint is an attempt to use the Revdex.comto bully us into "just covering everything" no natter the contract.This claim is closed and all courtesy offers are on hold pending reviewShould*** *** request the courtesy offer, he would need to sign an agreement letter,in writing, to that effect before it can be done so that both HSC and *** ***are protected by the mutually signed agreement

This issue has already been resolved

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:
The Home Service Club continues to a) ignore the $price discrepancy between what they said the original technician quoted and what he told us he quoted, b) deny that they refused to contact the original technician to clarify the price discrepancy noted above, when that is exactly what they did (see previous emails), and c) address their customer service department's statement that I should "see what happens to my claim" if I contact the Revdex.comFor these reasons, we reject their response.In addition, we discovered this week that the second technician had, when at our house to diagnose and provide an estimate, opened the portion of our HVAC system located in our attic and not put it back together before leaving our houseThe system door was open and the screws were sitting on top of itThis is completely unacceptable workmanship and led to significant wasted energy -- and expense -- as our HVAC system tried to re-cool our house but was unable to do so because of the open door to the indoor system componentSincerely,
*** ***

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:
While I appreciate HSC quick response to this complaint, how is that HSC answers a Revdex.com complaint quicker than responding to my urgent service request? I have a few issues to bring forth
If I am misstating the specifics of system, it is not because I am trying to be fraudulent These were the specifics as I recall from the HVAC tech that night and the service invoice left by the tech does not list any specifics of brands of any sort Perhaps he has a separate invoice he provided to HSC? I have only been in this house about months, so taking me to task for not knowing the my HVAC system was not up to specs is a bit unrealistic I paid for an inspection of the house before purchase and this was not noted, so how would I know?
The call I got from your company on 7/* did not say anything about covering the cost of freon, and in fact told me they would NOT cover it When I questioned the validity of the mismatch your agent was very rude In addition, nobody mentioned anything about voiding my contract
My current situation is that my fan motor on my air handler is not working This has nothing to do with my AC system, so why would this not be covered?
Lastly, your system of communication is very poor When I call the only number listed for your company I'm put in touch with a CSR They put my request into a computer queue and I'm told I need to wait for the Service Dept to call me back That is normally fine, but in this case yesterday and today, it is health threatening not to have AC with these high temperatures and I have no recourse but to wait for a call that never came Nobody from your company contacted me since I put in the service request yesterday and I've taken off work to wait for an HVAC tech that apparently is not going to come I needed quick action to take care of my family, but am told to wait for a call? BTW- I tried calling again about minutes ago and was told that now my account is locked out because my account was sent to the fraud dept Once again I'm told that the CSR is on a floor with only other CSR's and there is nobody I can call for some answers This is very poor customer service in my opinion I only want what is fair, nothing more If you say that you covered something you shouldn't have just for customer satisfaction, then I thank you, but like I said your rep said they were NOT covering freon, coils or anything from the first claim, and there has been no response from my 2nd claim even though it is over degrees in my house Is it too much to ask your Service Dept to pick up the phone and let me know one way or another if I need to call an HVAC company on my own?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I would personally like to thank the Home Service Club for expediting the check of $for my microwaveI do accept your apology for putting me in the situation between *** *** and myself I would further like to extend my gratitude to the Home Service Club for calling *** *** and rectifying the situation in the form of an additional paymentAs *** is giving me my check back as soon as the $goes through on the Home Service Clubs’ Credit Card
Thank you to the Home Service Club for being honest, and I was wrong for trying to make you pay for the $that *** *** erroneously charged meI would also like to apologize for taking it to the level of the Revdex.comIn addition, I would like to thank you again, for giving this situation the attention I felt like it deservedThank you (Home Service Club) as you have, once again, restored my faith in your companyI am now, a very, very, very pleased customerThank you again
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is wonderful to me and the matter has been resolved
Sincerely,
*** ***

There was a billing error and it has already been resolvedWe sincerely apologize for any inconvenience it may have causedWe have spoke to *** *** this morning and everything has been resolvedA representative will be calling him in regards to his cancellation request

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:Home Service Club and MsC***, have NOT sent a check and we have been waited well over six weeks, a check which has been requested many times and denied by MsC*** based upon our request to have the Revdex.com mediate getting our refund and our unwillingness to sign a gag order placed within their cancelation policyThe exact language used in their cancelation contract has been posted here alreadyWe are happy to let people reading these posts decide for themselvesTo respond to MsC***'s last accusation of fraudWhen we discovered that a shower clog, the world most usual plumbing problem, was not included in our "standard" contract, a contract MsC*** never sent to usI asked if we could upgrade to get the contract that included a shower clog and we would be happy to pay the differenceShe said, no, we could notFineSend the refund, which we had already requested by the time this conversation took place -- I was hoping we could sort it out, clearly notMsC*** wants to define those two sentences as fraud, slander, immoralI think she needs a vacation and should not work in customer service.Again, to be clear, MsC*** wants to paint HSC as a victimAgain, they have never provided any service to usNever sent a contractNever issued a refundMs C*** has only called us liars from day one, which we would define as terrible customer serviceAgain, we request a refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** *** does not need to pay back the replacement of themicrowave as it was under the previous contract termA supervisor spoke to ***
*** and has waived the cancellation fee as well and will be cancelling thecontract as per the customer's requestWe apologize for any
misunderstandingsand hope to see *** *** back with us in the future