Home Service Club Warranty Corp

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is more than satisfactory to me and the matter has been resolved.  I have renewed all of my contracts with this warranty...

service and am very pleased to be doing business with them again.  I could not be more happy with the way they treated me, with the way the responded and with the resolution they provided.  They deserve an A+ rating.
Sincerely, [redacted]

Unfortunately this is a slight misrepresentation of facts. Thiscontract was never valid and [redacted] signed up to get numerous systemrepaired/replaced. This is not a service that we provide and we are strictly awarranty company. The claims she filed were not subject to coverage and...

thehome inspection report confirmed a plethora of non-covered and pre-existingissues that void the contract as we do require for all covered systems andappliances to be fully operational to the manufacturer's originally intendeddesign and specification at the start of the contract. Claims filed were forphysical damage and numerous pre-existing issues just a few days after thestart of the contract. And the inspection report shows many more issues thatstill exist. [redacted] was never denied cancellation. In fact,the account was scheduled for cancellation as is and a supervisor contacted [redacted] to offer options to possibly save the contract orproceed with the scheduled cancellation (as she had also requested at the time)without any fees and a full refund. [redacted]has opted to proceed with the cancellation and was fullyrefunded and cancelled.

We have spoken to [redacted] and reached a resolution.

The statements made in this complaint are factually incorrect. Customer was offered a value which is much higher than the worth of the covered system. It was not low balled but, in fact, higher than it...

should be. Customer's invoice was received on 12/**/15. Customer was advised of the time frame and never was she advised ten to fifteen days, that is simply an exaggeration just like regarding the value. Check number [redacted] has been mailed out to the customer and the customer was advised and is aware of it. While we understand the customer may feel impatient or frustrated, this complaint is unwarranted and extremely overstated. There is nothing else for HSC to do on this case as the check has gone out. Should the customer not receive it in the rare case of a post office error, please let us know and we will promptly re-issue. Thank you.

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 months. I have (and can provide) phone records from when I called HSC to follow-up. On 11/** at 9:06 AM, [redacted] appliance called us to let us know they were at our home to give us a quote. They have NOT called us since.  I spoke with an HSC rep on 3 occasions, I asked for a refund of the $90.00 and was denied the request. My husband has called the appliance company a few times and were told weeks after they initially planned that the part finally came in. This 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 issue. Our 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 long. Since HSC represents [redacted], our complaint is against HSC. Per your response to my concern, it is apparent that customer satisfaction is not a priority.I am directly requesting the following:1. HSC will completely pay for the completion of [redacted] Appliance's work. If any technical issues arise after this work, we assume a warranty applies to the quality of service we receive2. After #1 is completed, HSC will allow a cancellation without a penalty to me. I will say that my experience with HSC up front (during the sales process) was incredible. It 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]

Revdex.com:At this time, I have not been contacted by The Home Service Club Warranty regarding complaint ID [redacted].Sincerely,[redacted]

This is complete and total fraud and HSC will not give in to such
actions and behavior. We are an honest company and will remain such despite
fraudulent actions from customers. Customer signed up with intentions of
getting an old stove replaced. She had filed two claims both of which...

were
approved and fully paid for. She continued to insist we buy her a new one. We
agreed to have the unit approved for replacement based on its old age and
condition as well as to make the customer happy, even though we paid for all
the repairs. Customer then proceeded to provide false information and try to
convince us and the tech that her unit I sonly 1 year old to increase its
value. Meanwhile based on both the professional technician as well as the
actual manufacturer of the unit, it is 11 years old. After having paid for
repairs, HSC offered the customer a replacement amount. The customer then
requested to cancel before the expiration date of the contract and while having
a significant outstanding balance. We are strictly a warranty company and do
not provide home improvement or remodeling services. Such early terminations
are subject to the cancellation policy on the customer's contract and the
customer would be entitled to a pro-rated refund less any claim costs paid out
on the current annual warranty period. It is a standard policy made to prevent
people from signing up, obtaining expensive repairs or replacements, and then
cancelling. Customer can finish the contract term and not renew and will expire
in good standing without any outstanding balances. Or customer can cancel via
the cancellation policy. Instead the customer is attempting to defraud our
company and is using the Revdex.com as well as [redacted] to slander us, get out of the
money owed, and simply get away with taking advantage of us. HSC will be
proceeding in accordance with the customer's contract and any outstanding
balances due will be billed accordingly and any false slander will be reviewed
and handled accordingly our legal department.

We apologize for any inconvenience [redacted] may have encountered. Here is a list of issues that were resolved: 
1. the check for the microwave is mailing out this week on schedule, it is not late and on time. We will expedite it to go out today or tomorrow. 
2. the faucet...

was repaired.
3. the toilet was repaired initially by [redacted], HSC paid for the repair and [redacted] paid his deductible. Then they went out again for what they claimed was a new issue. And collected $75 from [redacted] as it was within his deductible. Then they went out for what was a call back for the same issue as before, and this time said they were unable to fix it. After having paid a lot of money for the repair, we sent out another plumber to look at it. County [redacted] went out and repaired the issue. We have spoken to [redacted] from country [redacted] today and have confirmed that the issue is in fact fixed and we have paid him his entire bill of another $250.00 on top of what HSC has already spent repairing the same toilet. [redacted] does not need to pay anything to county [redacted]. 
In summary, all 3 claims are repaired/resolved. [redacted] paid what he was supposed to. The only extra was the second trip from [redacted] which they insist was a separate issue. Again, [redacted] does not have to pay anything to county plumber for the last visit, they have been paid in full by HSC. Thank you.

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:
 
The company makes repeated claims that my account is not in good standing and therefore I was precluded from certain timely responses. As I assured the representatives over the phone, the payment is made monthly by automatic bill pay.  The payment information is as follows: Paid by [redacted], reference# [redacted] to the Home Service Club, account #[redacted], sent on 8/**/14 and indicated PAID (8/**/14).  An address reference on the payment was incorrect, but the correct account number was clearly indicated.
I was informed by the company that the "cap" on payment for air conditioning systems is $2,500 for the life of the policy.  This was NEVER explained when I contracted for the policy...no caps were ever indicated, and especially not for the life of the policy.  A repair made to my air conditioning system in March was deducted from the cap amount.  I have made repeated requests for a copy of the invoice that was paid and have not received anything to date.  The report in March indicated that coils were leaking and could not be fixed.  In August I was required to pay a second deductible for the service call to replace freon since the coils could not be fixed.  At that time the serviceman recommended that the unit be replaced.  No action was taken to review the recommendation.  It was after the second service call and a delay of several days before the serviceman's recommendation was sent to review. Upon my request, I was told there is no guaranteed time frame for the review process.
What I've experienced from the Home Service Club is marketing deception and unnecessary delays for the dispatch and repair process and a lack of response to provide documentation.  These are not the practices of a reputable company.
 
 
 
 
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:

Not by any means is this a lie nor any attempt of fraud nor slander. This is simply the truth and the statement of facts. Everything I’ve stated about the system is entirely true: it was working- from closing (12/**/2014) through the time of failure in mid-February. Any information as provided by the technician was after the system failure. One would have no way to speculate when something, if it ever would, fail.Again, this is no attempt to commit fraud or slander as it is just an attempt to get what we signed up for. Since the HSC was not willing to help in any way, we replaced the furnace as it was the dead of winter to prevent freezing to death.The concept and discussion of any inspection is irrelevant in this case, since you do not require or need one to establish a contract. This is a very deceptive practice to attempt to leverage.Again, I restate that everything that’s been communicated is true and this is entirely valid.While the HSC claims that I was contacted many times, they only attempted to reach out to me last[redacted], 03/**/2015. Their message indicated that the matter was urgent, but they only state such as they realized their time was running out to respond to this Revdex.com complaint.Before seeking legal advice on this matter, I was yelled at on the telephone by [redacted]. As well, [redacted] instructed me to take down the Revdex.com complaint. Moreover. [redacted] yelled at my attorney on the phone when speaking with him last.The complaint was filed on 02/**. Please clarify what “offering the requested terms” would be. As such, this is not clear in this context. This unclear verbiage is just another indication the HSC is lacking in it’s attempt to communicate in an effective manner.As I’m sure your Fraud Prevention Department will find, everything on my end is legitimate and without issue. In turn, the real fraud in this case is the HSC as they attempt to hide their savage behavior and questionable business practices from the public forum. All of this, in hopes of luring more victims into their trap.At the time of this submission, I am still waiting on [redacted] to get back to me on how to attempt to resolve this issue. She was going to contact me on 03/**/2015, but I have not heard back from her on a resolution.
 
 
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.
Sincerely,
[redacted]

We regret to see such false and absurd accusations and statementscompletely inconsistent with the facts. A reputable and trusted service companywith great feedback was assigned to diagnose [redacted] system upon receipt oftheir claim. The issues were in fact deemed as non-covered under...

their homewarranty terms and conditions for numerous major reasons. Regardless of thefact, courtesy help was offered. There was and is no such thing as"selling new units", or "high pressure tactics" and suchallegations are unreasonable and simple untrue. [redacted] and [redacted] were explainedwhat the condition of their unit was, what was recommended for the unit tocontinue working, and what issues it will continue to have (as there werenumerous). They were explained what is and what is not recommended and why.They were also offered help on different options. They were, however, awarethat it is completely up to them and they could chose any option, or non atall, and that HSC will stand behind them. [redacted] argued that "HSC shouldpay more because he cannot afford so much money at the moment". While wecompletely understand the hardships and frustration of new home owners, it isnot the responsibility of HSC to do what we are not contractually obligated todo and to offer services we do not provide. Although HSC did go above andbeyond to offer help, especially on the best, most recommended (professionally)option. After a review of the e-mail correspondences between [redacted] and [redacted]Baker, it is clear that the claims representative did not insult or belittleanyone. He was very professional and very helpful, as he has been for manyyears with our company. He expressed concerns about what the third party techdid for [redacted] and that he fears the unit will continue to have issues, andyet approved the requests [redacted] made in her e-mail, above and beyond whatwas per the contract. The accusations made in this false complaint are beyondany reason, completely and blatantly untrue, and appear to be an attempt to getmore than entitled out of HSC. Any approvals made by [redacted] are currentlyvoid and this account will be reviewed by a supervisor before any furtheraction can be taken. A supervisor will contact [redacted] upon review of theaccount.

This claim has been resolved.

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 just read the reply from the HSC. They have provided totally false information. Their [redacted] named [redacted] called me on Friday and she was too rude and abusive. she refused to listen me. I have attached my home inspection report for the review of Revdex.com. in which you can see how major or minor problems mentioned in my inspection report. [redacted] called me on Monday and offered me that she can refund my money if I donot file any claim and sign on some papers, which I refused. I signed the contract in January and file a request for repair after 4/5 weeks. I have attached the copy of my contract as well. and finally the request of repair which I made was not mentioned in home inspection report. As the Furnace drain pipe water leak mentioned in my home inspection report was repaired and I also told HSC that this leak is from new place. Second request was about Bath tub tab as the shower head is making noise and I consult with a plumber he advised that bath tub valve or tab might replaced. Also I signed for the policy in January and I was told that policy will be effective after 10 days which was feb ** 2015.  ]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As stated previously, this is a misrepresentation of facts. Our obligation is to repair the system and we have approved the repairs. [redacted] refuses them. Should he want a replacement, he would have to pay for it as it is not subject to coverage. We have offered [redacted] to put $1000.00 toward the replacement instead of paying for the repair as a courtesy (he was NEVER promised any amount, it is not in the contract, and the current offer is not an obligation but a way for HSC to help [redacted] with the options of his choice). The claims agent gave [redacted] a range and stated that she will try to get him as much as she can. [redacted] called the technician as someone else and obtained a new quote and received a cheaper quote. Although this makes it an unauthorized repair, HSC has authorized the same $1000.00 we were paying towards the repair, to go towards the replacement. [redacted] can use the same technician (or any other) and set up the replacement. HSC will pay the service company the offered $1000.00 directly if the same technician is used, and via a check directly to [redacted] if an out of network service company is used. As a one-time good will offer, we will add an extra $200.00 to the amount and offer a total of $1200.00 toward the replacement. For any courtesy offer, [redacted] would be required to sign an agreement accepting the offer. [redacted] can repair the system through us, or take the offer of $1200.00 toward replacement, or perform the work outside of HSC services. Please let us know which option [redacted] would like to proceed with. We have extended the time on the offer.

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 11/**/14 (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 ceiling. We 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]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 24 hours a day and 7 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 $75.00 balance on his account which was supposed to have been paid before any plumber can be assigned in the first place. He 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 not. Making 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 $0.00. The $75.00 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]

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 [redacted].  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 3 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 3 weeks to replace something as simple as a coil.  The fact that my house was 98 degrees for 3 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 3 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 $3550 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 have determined that my complaint has NOT been resolved because:
Let's first begin by addressing the incorrect comment that I provided FALSE statements on when I signed up, I signed up roughly two weeks prior to calling for service.  Their policy is that the plan starts several days following when you sign up and make the first payment.   
The "trained professionals" and this company took several days to communicate with each other on what the issue was.  That is a fact and cannot be disputed.  3 other companies I contacted inspected the unit and deemed it was not the diagnosis that the "trained professionals" claimed it was.  During one of my many conversations I asked if they could send someone else to look at it and the response was simply no because that part isn't covered either.  I wasn't even provided the courtesy of a phone call back from a second supervisor nor another inspection of the AC/Furnace even after sharing my findings provided by three other companies and sharing my detailed inspection report which noted the AC/Furnace were in good condition and did not note any of the issues that were found later.
 
They have made a dishonest and inappropriate claim that I signed up with them after the system stopped working and I that I left the previous company because the system was likely not covered.  The previous company's policy was to simply close an account when a customer moved and that I would have to reapply.  The previous company was NEVER contacted to look over the AC/Furnace becausethe policy did not follow us to the new home.
 
Overall I am dissatisfied with the time it took to provide me with an answer, how my concerns over the diagnosis were dismissed, the phone call I requested but yet still have not received and the inappropriate and misleading response to my written concerns.  Most concerning is on how on several occasions the comment that roughly came to "you just signed up with us so it's a preexisting condition" was stated to me.  My question is if that phrase is included in HSC's policy and my contract?
 
The courtesy of a phone call back, as promised, where I could have shared my findings and concerns, in addition to maybe a more thorough explanation of their policies without the use of the before mentioned phrase, the company not automatically assuming that since I called two days into the contract being active that I must be a dishonest individual may have resolved this manner but I was denied these courtesies.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer started on 7/** and claimed on 8/*. That is NOT a little over two weeks. It is LITERALLY on the second day of contract. This gives a vivid insight into the rest of the false statements and the intent. We received a...

detailed diagnosis and report on the customer's system and issue which is clearly, as determined by trained professionals, existing prior to the start date of the contract. Customer's vague claims of it being something else, specifically the evaporator coil, confirm two things: 1. As with the time frame above, customer will state anything to try and get money he is not entitled to (he asked specific questions of how such determinations are made upon being advised of the correct information) and, 2. only issue that it can be with an evaporator coil failure is a leak which, if was significant enough for the system to not blow cold air, would be pre-existing significantly longer and clearer than the issue found by the original assigned technician. Also, customer's original issue as reported, "not responding to thermostat", is in line with the found issue as the unit will not start up with a grounded compressor while it would turn on and blow air with a leaky coil. On top of that, the customer does have cool air in the home as they have more than one system. They signed up when the upstairs system needed to be replaced, told us left previous warranty company likely because the system was also no covered (otherwise why leave a company if the issue is covered), attempted to feel out what it would take for it to be covered, and now went as far as writing a false complaint with fabricated information and abusing this venue to get his AC replaced. On top of all that, he was even offered a courtesy towards a system replacement but was not interested as this was his next pre-planned step. There is nothing for HSC to do here. This is a fabricated complaint with fraudulent intentions. HSC will act only in accordance with the contract. We provide honest and reputable service and will continue to do so despite attempts such as this.

This issue has been resolved.