Home Service Club Warranty Corp

I have been a customer of this company for over 4 years now and over the years every service call I have made has gone well. I would like to recognize Lauren in the customer service dept. for outstanding help with my last service call which was for my AC unit. She went above and beyond and honestly I was not in the best of moods my AC was not working and it was really hot. She had a repairman over to my house the same day and he was able to get the AC working again. She listened to my concerns and said she would keep reaching out to find the repair company who will have the earliest availability and when she called me back and said she found a repair company who would be able to come out at 9 PM I instantly said yes. That was last night I truly feel this company and the people who work here care about their customers and its worth recognizing the people who make things happen Thank You Lauren.

Revdex.com:
I have received a response in reference to complaint ID [redacted] and find that this matter has been resolved.
Sincerely,
[redacted]

Everything was already paid and set up. This case is closed.

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 thetime. The 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]
[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 expired. Accusations in this complaint are completely false,unwarranted, suspicious, and simply not true. The representative assigned tothis claim will be in contact with [redacted] again to make sure everythinggoes according to plan and approval. However, upon completion of the courtesyrepair, this claim will be closed and the contract is already expired. [redacted]
[redacted] can contact [redacted] at ext.[redacted] for any questions.

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]1.I didn't yell at the representative, I just felt upset from what the home service club did to me. I have been waiting for 48 hrs after the technician checked the AC. and told me they won't repair the AC at the last minute when the office close. I have to call back the following day to check the reason. What the representative told us was totally different from what the technician told us. Just think about it, if the technician think they will not repair the AC, why he took apart the AC unit and took away the motor?
2. The AC was still working when we bought the house, I don't know how they thought the AC was already bad even before I bought the house. This is Arizona, if the AC is bad, the house will be very hot and nobody can stay in it. When sign the home warranty contract, the representative who sold us the service told us as long as the new bought house, everything will be covered, they don't need to do the inspection, now the company asked for the inspection report from us to prove everything is good when the contract signed. How can we have such a inspection report if they don't do the inspection.
3. The technician who diagnose the AC unit did not show us the diagnose report and asked us to sign the report. he just took out the AC motor and said only motor was bad and everything else was fine, it's very easy to replace and he will come back to do it the following day. If the AC was totally rusty and erosion and clogged as the reply mail said. Why did the technician still open the unit and took out the motor and didn't even think about ask us to sign any diagnose report?
4. I think home service clubs don't want to repair the AC because they couldn't want spend extra money, I called the technican the following day, he told us he couldn't find the model on the market, so he recommend the whole unit replaced, and the home warranty company was evaluating and asked me to wait.
5.When I called back and talked with the representavies, they don't want to talk about the repair, they almost immediately suggest refund and refused to transfer me to their [redacted].
6. Even they cancelled my contract, how about the part they took away from my unit, how do I know that they will be put back properly and not damage other thing in the unit?
?
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This claim is being worked on and the allegations in this complaintare not true. Coverage of the issues has not yet been determined. Norepresentative ever hung up on the customer. And HSC makes no authorizationsfor third party contractors to charge the customer's credit card. HSC paid...

forthe first service call and has advised the customer that a second opinioncompany will be going out at no expense to him. A second opinion company has,in fact, been set up and the customer was informed. We understand that thecustomer, especially with what is likely a pre-existing issue, wants everythingdone as fast as possible, and HSC does try to get everything done that way -there are still procedures and a process that must be followed. The technicianis available and should be scheduling with the customer per their earliestconvenience. Once all information is received, coverage will be determined andthe customer will be advised.

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.When I contacted your service contractor [redacted] and he stated that since I advised him that the tank was leaking at its base and the unit was approx. 15 years old, he said he would have to most likely replace the water heater. When I asked him how much he thought that would cost, he said anywhere from $1,100 to $1,200,  depending on what brand of water heater I would require. I  told him I just needed a basic 40 gallon electric water heater and I could get one at [redacted] for less than $300. I could have my own contractor do the work for a whole lot less and he agreed and the service request was cancelled and I advised [redacted] at HSC of this decision.Considering I would have to incur a $125 service fee just to have him come out and confirm the obvious - that the old water heater that was rusted out and leaking at its base and would need to be replaced - I decided it would be in my tenant's best interest to get the water heater replaced immediately so she would have hot water that evening and for a lot less money than what I would have to pay, considering HSC only had a $500 cap for replacing a water heater less the $125 service fee they charge.I received the email from [redacted] (a copy was already sent in with my complaint and it is also attached here) advising me that I would only receive a refund of $375.00 because HSC was going to charge their standard Trade service call fee" of $125.00, even though there was no service call made by their contractor [redacted].I have not received any check for any amount from HSC regarding this claim. I request that they stop payment on any other check mailed and reimburse me for the $375.00 [redacted] advised would be mailed to me, as a courtesy, and we end this matter.I assume HSC did not again incorrectly mail the previous reimbursement check to the service address of my rental unit instead of to my home address, which is:[redacted]
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We spoke to [redacted] and this has already all been resolved.

Unfortunately this is a mis-representation of facts. We hope it isa misunderstanding on behalf of the customer and not an intentional attempt todefraud our company. Customer has an annual contract (not monthly and not for17 months). First annual contract expired and all claims paid out...

on thatcontract are not included in this annual period and do not have to be paidback. However, claims that were, in fact, paid out during the current contractwhich started on April *, 2015 do have to be paid out in case of an earlytermination. This is very clearly stated and outlined in the cancellationpolicy in the contract and is standard across the industry. It is meant toprevent people from signing up for a small monthly fee, getting an expensiverepair or replacement done, and then cancelling afterwards. Obviously that isnot what our services are as a warranty company and contract rates are based onan annual contract and offered coverages. If the customer wishes to terminatetheir contract, they are able to do so in accordance to the cancellationpolicy. In addition to that, HSC is willing to waive the cancellation fee aswell as 40% of the costs paid out for services performed during this contractterm. The customer can also stay until the contract expires and not renew afterthe annual period. Should the customer accept any offers outside of thestandard contract, a new written agreement would need to be signed. Customercan reply here though the Revdex.com or contact the agent working on the claim (Ms.B[redacted]) at ext.[redacted].

Unfortunately this is inconsistent with the facts of the situationand it appears that [redacted] has a misunderstanding of the contract. Althoughit has been thoroughly explained and pointed out in the contract for [redacted], based on the comments herein it seems that there is still...

amisunderstanding. HSC has given all benefits of the doubt that it is amisunderstanding and not an intentional attempt at bullying HSC into paying fora non-covered issue. HSC covers warranty issues only and in accordance with theterms of coverage. [redacted]'s metal coil has a leak because it is rusted out,which is not a warranty issue by definition and is clearly outlined as notcovered in [redacted]'s contract. HSC has offered numerous courtesy options to[redacted] regarding his system and how he can proceed. Unfortunately therequests made in this, already unwarranted, complaint are outrageous and notnearly within the terms of coverage or within reason. This claim is notcovered, the system, however, was not void from coverage and should [redacted]decide to proceed with any of the offered courtesy options he can contact theagent working on his claim at ext. [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:

[HSC states that they completed my claims and are awaiting my invoice.  The receipt was initially emailed and received by their employee (A. S[redacted]) on 7/*/2015.  Additionally, another copy of the receipt was attached and forwarded with other documents via Revdex.com's website on August **, 2015.  If my claims had been completed, I would have been reimbursed $94 for the faucet and would not have had to purchase a washer/dryer.
 
 
 
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]
 Please do not respond without a resolution. I am assuming you are aware of recent discussions with customer service.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

[redacted] filed a claim on Friday. A technician was quickly assigned. However that technician has notified that he would not be able to come out and it had to be rescheduled. [redacted] called this morning and was advised that our service response team is working on...

assigning a service provider and she will be notified shortly once that is done. We have since assigned a different technician and have contacted [redacted] hours ago to let her know and left her a voice mail. There is nothing wrong with this claim and we are doing everything that we say we will and everything is according to the contract. If [redacted] wishes to cancel her contract, which she has not requested until now through the Revdex.com, then we have to cancel the service call and we can cancel. If [redacted] wishes to proceed with the service, then it has been set up earlier today. The accusations in this complaint are extreme and unjust. HSC has done absolutely nothing wrong. Please let us know if you wish to proceed with the service or cancel the contract and we will promptly process either request. Thank you.

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.
Sincerely,
[redacted]

This is a misrepresentation of facts. The technician who was
assigned to diagnose [redacted]'s system
is a professional for many years and has done a lot of diagnostics, repairs,
and replacements and is extremely knowledgeable. And as you can see from...

[redacted]s own text, everything our technician said was, in
fact, correct. Once 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
replaced. If the unit was installed in 2005 with no transferrable warranties,
as [redacted] himself wrote, then the compressor would not be
under the manufacturer's warranty - which [redacted] himself wrote that it was. This is completely
contradicting information. HSC denied the repair and approved for a replacement
as this is the correct and recommended way to proceed. Any reputable technician
will confirm that compressors for units of such age and condition that still
use [redacted] should not be replaced for numerous reasons. First, you do not know
what caused it to malfunction and it may cause the new compressor to fail as
well. Second there may be other major issues  with the unit which you
would not know about until the expensive compressor is replaced. And generally
it is not a correct way to go around it and shortens the life of the new
compressor being put in. [redacted] was
offered our services and an approval for a replacement which he denied. He
wanted to proceed with the repair because it was cheaper out of pocket. He
states he obtained the compressor under warranty for free and then paid $1400
for labor, materials, and refrigerant. Our technician quoted $750 for the same
work providing the part was covered by the manufacturer. HSC has also offered
the customer $300 as a courtesy toward the repair, which would have made the
total out of pocket expense only $450 for something that was not
approved/covered. Yet [redacted] decided
not to go through us and claims he went ahead and paid $1400.00 for it. [redacted] has requested to cancel his warranty contract with
us and as per his request, his contract was cancelled and no cancellation fees
were applied. This contract is now cancelled per request of [redacted] and he is no longer our customer. This complaint is
completely misleading and incorrect. There is nothing further to be done on
this, please close this case.

This company is useless! We have the home warranty program with them to cover our hot tub. After a week of going back and forth with them they finally send someone out. The repairman said our hot tub needs 3 new pumps, when in reality it only needs 2 and deemed this a preexisting issue because of rust. 1st off, our hot tub does not have rust, 2nd thing, how is this preexisting if it just happened? So now we are out the $105 service call fee and our monthly payments to them as well as a hot tub that is not working properly. Avoid this business like the plaque. I will not recommend this business to ANYONE, not even my worst enemy!

The information provided in this complaint is false and this account, unfortunately, is being reviewed for fraud due to the actions, statements, and clear signs of it. The customer signed up in the winter when the air conditioner...

is not used with a bad system which needed repair/replacement. Upon turning the unit on for the summer season the customer filed a claim. A company with a good track record for many years was immediately assigned and went out to diagnose the system. Their findings were that the system was poorly and improperly installed and, more importantly, was missing a lot of Freon due to a leak. The system still had pressure indicating there were no holes or openings of valves but rather a leak. This is clearly an issue which existed at the minimum from the previous summer as it takes time for such a leak to develop and for the pressure to slowly drop so low. However, HSC got he pressure back to normal and filled the unit up as a courtesy for the customer and advised that this is not a warranty covered issue. Three weeks later the customer filed another claim for the same non covered issue and the system was again low on Freon indicating that the leak is large and even older than originally thought. When the customer was advised of the findings, a barrage of false statements, threats of false complaints and defamation, and extremely rude and unprofessional behavior took place. The customer told a supervisor that the technician was offering her services outside ours on the side and bad mouthed the technician. While service companies are free to offer their services and that is something that is out of our control, we have a statement from the technician that he did not do such a thing and was surprised to hear what the customer had to say as he said that she was very nice and was very happy with them and even had voicemails from the customer showing that she was very happy with them. We provided this to the customer at which point she just continuously yelled phrases such as "[redacted]" and "[redacted]". Customer has complained about the phone etiquette of the supervisor she spoke to, upon reviewing those conversations and a statement from the supervisor those statements were also found to be false. The supervisor stuck to procedure and was courteous and even had a courtesy to offer and the customer was extremely rude and made numerous threats and demands. Customer has posted numerous false reviews and this complaint with complete mis-information. The repair she suggested was allegedly done with her own technician is not what a professional technician with a proven record diagnosed and does not make sense for the price she claims in this complaint she paid for it. The price is, however, fully in line with the cost of the repair needed as diagnosed and quoted by our technician. Customer signed up with a bad unit, showed that it was planned and intentional, was caught on numerous false statements, posted false complaints, and will be reviewed for warranty fraud. Courtesies previously offered and approved are void and no longer offered. Any outstanding balances will be billed should the account be deemed as fraudulent. A supervisor has numerously attempted to contact and speak to the customer, despite the blatant false comments and slander against the agent by the customer, and courteously continues to sustain an open line of communication. While we appreciate our customer's concerns and feedback - we feel that it is important for the information to be transparent and factually correct. Should the customer have any questions she can contact the supervisor assigned to the case. The even more absurd statements about paying taxes and freedom of speech will not be entertained. The account will be reviewed and handled and reported accordingly. Thank you.

Signing up with bad systems in an attempt to get them covered
despite being pre-existing is in fact fraud. Such intention became very
apparent with this false complaint and even more so with the request to cancel
due to the non covered issue being not covered. The customer was numerously
advised that the system was not covered and an agent was working on a courtesy.
When asked if he could just purchase a new unit he was advised he can as it is
up to him and we will still see if any courtesy is possible. Unfortunately we
are not a company to sign up for to get an expensive pre-existing repair or
replacement done for a monthly fee and then cancel. The cancellation policy is
in place as it is specifically to protect us from such attempts. This is an
annual contract and if the customer withes to terminate early, we will be happy
to process his request for cancelling in accordance to the contractual cancellation
policy. He will be issued a pro-rated refund less any claims costs and fees
incurred by HSC as stated in the contract. This complaint was an effort to
bully us into covering what he was told was not covered. Our records indicate
that a supervisor has already attempted to reach the customer as per his
request. We can cancel as per the cancellation policy and customer can provide
payment for the courtesy service he just received for non covered issues. Or he
can remain active until expiation of the contract and not renew and there will
be no outstanding balances. A supervisor will attempt to contact the customer
again.

HSC does not advertise that we repair or replace anything and everything. HSC provides home warranty service in accordance to the contract the customer signs up for. [redacted]s issue was deemed, and is in fact, pre-existing. Regardless of the fact, HSC has offered [redacted] $275.00 in just free,...

courtesy money towards the repair and have extended reduced costs as well to help [redacted] out. His request for a supervisor call back did not go unanswered and a supervisor did attempt to contact him on numerous occasions. The number we had on file that was provided by [redacted] was incorrect and the supervisor had e-mailed and relayed that information to [redacted]. There is no mediation process, [redacted] may be confusing HSC with other companies who have such a process that he has gone through before. The supervisor will attempt to contact [redacted] again to resolve the situation.

While we generally appreciate all of our customers' feedbacks, and always give the customer the benefit of the doubt that perhaps maybe either us or a technician made a mistake or maybe the customer simply misunderstands the...

coverage, given the long history of this account it is very clear and evident that the customer is fully aware of coverage and is intentionally twisting obvious and simple facts and provides false information in an attempt to fraudulently bully our company. This account has now been flagged and will be reviewed and handled accordingly. Every statement made in the customer's false complaint is simply an intentional twisting of facts. Customer had numerous claims that were covered. Customer had numerous claims that were not covered as per the contract and yet HSC spent hundreds of dollars on those claims despite it being the customer’s responsibility. Customer even had a claim which was not covered and HSC offered the customer $850 of free money without any contractual obligation to do so and above and beyond any obligation whatsoever. Literally just goodwill free (a lot of) money just as a courtesy to the customer to help her and because customer service is our utmost priority, and the customer though initially agreeing to it later refused this generous offer in hopes of fraudulently getting more by providing false information to the Revdex.com. Continuously filing claims or refusing to accept the terms of coverage for something that our services do not cover will not make that issue covered. Twisting facts and making up false information about an issue that our services do not cover, also, will not make that issue covered. As clearly stated on our contract, and as customer is well aware of, plumbing leaks are covered within the main foundation of the home except all piping and plumbing outside of the perimeter of the foundation or below the lowest floor of the home (including under the foundation or in a crawl space). We are a home warranty company and not a general contracting, remodeling, or home improvement company. Customer had a leak underneath her home which we, as a warranty company, do not cover. Nonetheless we spent $190.00 on this claim that was the customer's responsibility. Pretending that it was not covered because her floor is a hardwood one as if the material of the floor is a deciding factor and that all other such cases are covered except for hers is simply false, absurd, factually incorrect, and does not and will not change the terms of coverage. Demanding that it should be covered despite it specifically not being a covered peril is also absurd, incorrect, unethical and will not change coverage. Customer has plumbing coverage as stated in the terms of coverage. The fact that she had an issue outside of the terms of coverage has nothing to do with our services. Customer's statement that duct work is covered except for hers because it is under her, again, hardwood floor, is not only factually incorrect but does not make any sense. What does that even mean? Duct work coverage is an HVAC category which covers breaks or leaks in the HVAC ducts and vents none of which are below the foundation of the home and have nothing to do with the customer's floor. Customer had an issue with her clothes dryer vent, not her HVAC ductwork. Besides the facts that the vent was incorrect and improperly installed and literally missing parts (all of which are not warranty issues and are not mechanical failures due to normal wear and tear), dryer vent is simply not a covered category and there is no coverage offered for it. Nonetheless HSC spent a lot of money on it as a courtesy. Customer's actual dryer was tampered with, whether intentionally to sabotage it or not is irrelevant to coverage, and not subject to coverage. However, HSC yet again offered a courtesy of hundreds of dollars to help the customer replace the unit. Statements regarding customer's air conditioner are not only factually incorrect, but are a flat out and inconsistent twisting of facts. Customer blamed it on "slight dirt on the outside unit", then on "slight dirt on coil", wanted to do a repair, then did not want to do a repair, didn’t want a replacement, then wanted a replacement, and continuously makes things up and tries to find ways to blame someone and get it paid for by our company. The fact of the matter is that we did send out a technician and the issue was an extremely poorly maintained, dirty system that needed maintenance and a new coil because the system had debris in it. There were no mechanical or electrical failures due to normal wear and tear and the obvious lack of maintenance and terribly dirty condition of the system is what the issues were. HSC advised customer that this is beyond repair and needs to be replaced, and yet again, despite it not being covered offered the customer $850 in good faith to help with the replacement costs, above and beyond any contractual obligations. The customer wanted a repair and did not want to replace the system. Despite it blatantly not being a covered issue, and us offering a large courtesy towards replacement, HSC offered to put that towards the repair. However, the customer would have to agree to and sign a liability release waiver as neither HSC nor the service company would warranty or be responsible for any issues post the repair or if the repair would not hold for long, or at all as was very likely. The customer immediately changed her mind and no longer wanted a repair as the goal was always to get others to fully pay for what is her responsibility. HSC has since kept the offer open for free $850.00 towards replacement as well as an extra separate courtesy towards replacement of the non-covered dryer. So HSC has covered claims, has spent money on non-covered claims which should NOT be covered (just like, for example, a car. If a customer's car was to break down tomorrow, it would not be covered as we are not a car warranty company and a motor vehicle would be excluded from coverage much like the pipe underneath the home), and has offered very high and generous courtesy amounts for non covered issues. Everything stated in the customer’s complaint is factually incorrect and intentionally made up. This complaint is unethical. She did appeal and request a supervisor and has been working with a supervisor who helped her with courtesies and issues. There is a difference between appealing a claim, which was done, and attempting to scam a company. All courtesies on this account have been voided and/or frozen and the account is under review. Should the customer have any questions or concerns she can contact the assigned supervisor she has been working with.