Home Service Club Warranty Corp

We have contacted the customer and came to a resolution.

This is the worst home warranty experience I have ever had in all my years of home ownership. I was promised many expectations by the sales person before buying their warranty (including having a repair person at my house within 24 hours of a claim). When I called to submit a service claim, I got a call back from a Home Service Club representative (which was over 24 hours later) who was extremely rude and bullying. She kept telling me they were not going to pay for anything if the technician found any pre-existing problems. Don't people buy home warranties because their appliances, etc. are getting old and they are worried about them breaking down? Therefore the only way a problem would not be pre-existing is if the unit/product were brand new. If everything were brand new, why would I buy a home warranty? Her tone of voice was rude, she kept interrupting when I was talking and her manner was very bullish. Apparently this company's goal is to not pay out claims.

This is NOT our customer. This account has been cancelled due to fraud. [redacted] signed up with our company to renovate his home. We are NOT A HOME IMPROVEMENT COMPANY NOR A REMODELING COMPANY. It is NOT what we do and we are strictly a home warranty company. Right after he signed up he filed 3...

claims for his HVAC and his plumbing. First professional technician that came out and diagnosed his AC unit stated, in writing, that the unit had numerous leaks in his coils, including a massive one in his outside condensing coil which was completely corroded and rusted through to the point that it was completely empty of refrigerant (that otherwise takes a long time to leak out). His professional opinion is that it takes a very long time for so many leaks to develop and for such rust and corrosion to have happened, causing the leaks, and certainly more than the few days that the customer was with us for. [redacted] proceeded to harass our company with phone calls and threats of defamation if we do not cover his issues. The second repair man (plumber) that came out, diagnosed again numerous issues with the plumbing in the home including a bad toilet, bad faucet, and numerous bad hose bibs all throughout the house. Again all issues existing for a long time. [redacted] then stated that he will remove his AC claim and will remove any defamation against our company if we cover some of his plumbing claims and that he understands that the AC claim is not our responsibility. He refused to pay his service call fee to the plumbing company which we then had to pay. He then filed yet another AC claim for his second system. We sent out a technician again to look at the second system and the findings were outrageous. Home warranty covers electrical or mechanical failures due to normal ware and tear that arise during the warranty period. This is what a warranty is by definition and we operate according to our contract that outlines our and our customer's obligations to each other. The second diagnostic report states that this unit never worked during our contract period, it was disconnected, all the wires in the outside unit were physically pulled out, the condensing fan motor has been disconnected by someone, and strangest of all - the service valve inside the unit was closed by someone as if they wanted the unit to fail, as that will damage the compressor. Our technician opened the valve, preventing further damage to the unit, re-connected the condensing fan motor, re-wired the entire unit, and got it up and running. Also did an full inspection of both the inside and the outside units. Despite doing all that work that would normally cost at the minimum a couple of hundred dollars, if not more, he only charged [redacted] his $125.00 deductible and not for any more of the work despite it not being covered by the home warranty. [redacted] yet again refused to pay the technician what he is responsible for and we paid for it. Now he continues to harass our company with threats of defamation if we do not cover his bills for repairs, his renovations on plumbing, as well as cancelling his contract and refunding him his payment on top of all! - complete fraud, on top of fraud, on top of fraud. This account was cancelled due to fraud. There is a $250.00 outstanding balance on this account owed to us by [redacted], and this is now being handled by our Fraud Prevention Department together with our Legal Department regarding legal actions against [redacted] for defamation and fraud. Please remove this complaint from our account and feel free to contact us for any information on this case.

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]
Looking beyond the HSC response which contained an assortment of slanderous and false statements, poor grammar and multiple spelling errors I have great concerns regarding the Home Service Club’s statement that “Our contract clearly states that we require for all systems to be in full operating condition to the manufacturer's original intended design and specifications and that we do not cover conditions existing prior to the start date of the contract” is a blanketexcuse not to perform on advertised /contractual remedies.  HSC is basically stating that appliances,plumbing, electrical wiring or any appliance or system must be new or close to new or the member is not covered due to the respective appliance does not meet “the manufacturer's original intended design and specifications”.  How is a member to know when an appliance while operational no longer meets the manufacturer's specifications?
As to my claim for AC repair, prior to the technician even seeing the AC unit he stated that “HSC does not cover refrigerant ”. 
That is totally contradictory to the HSC website (see below) that clearly states HSC covers refrigerant replacement.   The technician did not know the length of my HSC membership prior to stating refrigerant was not covered by HSC.  Regardless of how long I have been a member, I
am left to assume that a refrigerant leak would not be covered. This is patently false advertising since the policy states: 
*COVERED:
You're covered for the repair or replacement of components and parts that
malfunction due to normal wear and tear, affecting the proper operation of one
air conditioning system. Air conditioning systems include, central electric
split and package units; geothermal; mini-splits; wall air conditioners (if the
primary cooling system in the home is comprised of wall air conditioners, three
(3) wall air conditioner units will be covered). Covered mechanical parts and
components include the following:
·       Air handler
·        Blower fan motors
·        Capacitors
·        Compressors
·        Condenser fan motors
·        Condenser coils
·        Condensers
·        Evaporator coils
·        Fan blades
·        Freon gas lines interior to the unit
·        Internal system controls
·        Internal wiring
·        Motors (excludes dampers)
·        REFRIGERANT (excludes reclamation) 
 
As to the HSC comment that A REFUND WAS ALREADY ISSUED when his policy was cancelled… I do not consider a $35 refund for misrepresenting a service as an acceptable resolution.    I expect to be reimbursed the $275 paid for the refrigerant that should have been covered as represented.
 
 
 
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.
 
I am continuing to work with The Home Service...

Club's managers.  It seems that there has been miscommunication on my part.  I wish to close this matter and work directly with The Home Service Club for a refund.
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]
It seems easy these days for businesses to accept money from customers and provide unsatisfactory service. Unfortunately, my issue has not been resolved. As the response claims, I did call in several times attempting to have my case closed and my name cleared because I in fact did not attempt anything fraudulent- I would not even know how to as I've explained before that this is all new to me. At this point, I believe this matter is out of my range of knowledge and I will go ahead and assign this case to my attorney. I'm absolutely baffled that I was forced into purchasing a home warranty and then I'm treated like this, the ONLY reason I purchased a home warranty at all was because my lender required it not to fool anyone into fixing anything "pre-existing."The blatant disrespect even in the business' response further defends why we're in this predicament. There is zero professionalism and no concern for the customer. I don't like where this is headed, but if in fact the threats that were made against me regarding seeking other home warranty policies come to fruition, I will be forced to sue for harassment, defamation and slander.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Unfortunately the facts do not coincide with the complaint and ignoring them does not change them. Customer's issue was not covered which is why the tech did not and would not fix it. Work has to be paid for and when it was not covered by the warranty and the customer refused the work, the tech will not do it free of charge. What another random company does or recommends is irrelevant. We do not rig repairs or do anything not recommended or unwarranted or unprofessional. We also do not sell new air conditioners. The system was not covered and we offered a courtesy towards the freon which the customer refused and then did on his own anyway. The refrigerator repair was not cheap it was hundreds of dollars which are now an outstanding balance due which is subject to possible further actions including but not limited to collections. The contract was also never cancelled. It is a blatant fabrication and untruth. At this point this account is being handled accordingly by the Fraud Prevention Department, is cancelled, and has an outstanding balance due. Please refer to our previous response for any possible offers which may be considered.

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 claim is not resolved.
I provided information in my response yesterday that indicated my bank's confirmation as to the payment, the reference number and the date paid.  I am requesting copies of all invoices paid in connection with my air conditioning repair.  The repairman indicated the cost of the system repaired yesterday was $2750.  With the "balance" of what is left of the 'cap' amount (approximately $2000), the amount we paid was approx. $1500, we "overpaid" the serviceman $800.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This rejection is absurd, does not make sense, and further showscustomer's intent. "if I did not wantmy AC unit inspected by HSC I would not have contacted HSC" makes nosense as the customer did, in fact, refuse our services and not wait for ourtech and got it done on their own and thus taking away our ability to determinecoverage. Claim was filed on 6/* (Sunday), and a tech was assigned first thingin the morning on 6/* (Monday). At which point the customer let us know thatthey already had it all done and do not need out tech. HSC did everything wewere obligated to do and our services were declined. Also making mis-leadingstatement and false opinions does not make anything fact. "all" homeowners are very happy with our services making us an industry leader in homewarranty service and customer retention. The customer is only looking at aselect few that have gone above and beyond to complain in order to get whatthey are not entitled to. Those select few do not represent "all" orthe overwhelming happy majority, and stating things like "bad business"is just baseless slander. HSC strictly provides warranty service. All serviceis subject to the terms and conditions of the service contract. This is a CLEARand easy case of a customer taking away our ability to determine coverage (verypossibly because they saw something may not be covered) and then performing anunauthorized repair and simply sending us a bill. That is NOT the service thatwe provide and our contract clearly states that such will not be covered.Customer was never told that if he sends us his bills that we would cover them,that is also blatantly false information. Customer was advised to send in thepaperwork so that the new system can be added to coverage providing everythingwas done properly, and that the rep would submit it for review to see if thereare any courtesies we may be able to offer. Never was it said that such ablatant denial of services and unauthorized repair would ever be subject tocoverage.

This complaint, as well as the customer's account, are completely false, fraudulent, and will be handled accordingly by our Fraud Prevention Department and our Legal Department. Any outstanding balances owed to us will be billed....

The complaint is full of blatant fabrications, false statements, requests with evident intent, and it is clear that the accuser has never read nor understands the contract that they so frequently mention. We request that this attempt at fraud and false complaint be removed from our records. Customer signed up to have their 36 year old boiler with a degraded heat exchanger (something the accuser claims happened that week) and in terrible condition replaced. Our contract very clearly states that we do require all covered systems and appliances to be fully operational to the manufacturer's originally intended design and specifications at the start of the contract, which this system clearly was not. The contract, to which the accuser repeatedly refers, also clearly states that we do not cover any issues existing prior to the start date of the contract, clearly defines such issues, and states that we reserve the right to determine if the issue was, in fact, existing prior to the start or not based on, including but not limited to the opinion and findings of the professional technician as well as our trained employees. Customer is clearly abusing this venue and the reputation of the Revdex.com in order to fraudulently bully an honest company into replacing their old boiler. Customer also makes false claims regarding us agreeing to insure them and projects false liability. We are not an insurance company and have not received nor approved any applications from the customer who simply went ahead and purchased our product. Now the customer is demanding things (intentionally and planned) which our product does not offer and has resorted to blatantly fabricated statements, false accusations, and nothing short of false slander. HSC is an honest company and has a strict policy against such attempts of fraud. We will continue to stand tall against such false complaints and attempts and providing industry leading service to all real customers.

This claim is not a covered claim for reasons clearly stated on our contract and explained to [redacted]. After [redacted] told us that she liked the technician that we sent out and would probably use him in either case, and would need to replace her system anyway, we offered $400.00 toward the...

replacement as a customer courtesy. This is not the first claim [redacted] had with us, and we are happy to service her and appreciate and value her business. However, we follow the contract [redacted] has with us and fulfill all our obligations. There is no further review in process and no phone calls that [redacted] I waiting on us. All of the options and good will offers were advised to [redacted] and HSC is waiting on her decision on whether she will be using our technician or not and we will pay the offered amount.

I bought my home warranty policy in April 2016. In August 2016 my A/C system experienced problems. Home Service Club sent a repair guy out. He decided it was a bad Compressor, $2500 to repair or just replace the whole system. Home Service Club decided it was a "pre-existing condition" and refused to cover it.
The Home Service Club web site declared a 10 day waiting period, then everything would be covered.
The contract does exclude pre-existing conditions, but they could declare anything to fit that category, since they do not inspect anything when you first sign up.

[redacted]' policy has been cancelled and fully refunded due to fraud. His policy started July [redacted]. On July [redacted] he filed a claim for his washing machine and we sent out a professional technician. On July [redacted] filed a claim for his AC and said he already had what he called his routine...

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

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.  I expect not to be contacted by this company UNLESS I call them for service under my warranty contract.  I also expect to have my contract honored if any valid issues arise and fall under this warranty for repairs/replacement until the end of my contract which is May **, 2015 (one year of original payment).   I am sorry there was a lot of time wasted on this case, but for me it was a serious matter. Thank you.  This case [redacted] is resolved.
Sincerely,
[redacted]

Everything stated in this complaint is outright false and this is
complete fraud. We have pictures of the system taken by the technician; a
diagnosis and report from a professional, tested, and trusted technician; and a
tech who will provide us with the affidavit of the real...

situation. There is, unfortunately, no truth in anything stated in this complaint and our Fraud Prevention
Department will be dealing with this. We initially attempted to provide
courtesy offers to the customer, which they denied and requested to cancel. At
this point there are no offers and any moneys owed to our company will be
collected. The system is physically damaged, not covered, rusted out, and the
customer asked the tech to lie to our company and not give us the detailed
report so that we cover it. We never accused her of damaging it, never heard of
any lawnmower other than from her claims, nothing she claims is true
whatsoever. Her repetitive statements about what is covered and what the
diagnosis is are totally incorrect. She has threatened to blackmail us with
complaints numerous times. Customer refused to pay for the service call she
requested that she is responsible for and refused to sign the repot ticket because
she wanted the tech to lie on it. Which he refused and therefore left without
her signing it. Everything on the report is correct and consistent with the
pictures and the diagnosis. There are no further offers made on this, it will
be reviewed for possible further action as we are owed money from this
customer, and any and all possible resolutions must be done in writing only.

The pasted was not the entire contract but rather certain copied and pasted parts with the rest of it omitted. Nonetheless we have sent the agreement letter for a $500.00 reimbursement to [redacted] and will expedite his payment as soon as the signed letter and the job invoice are received. Thank you.

[redacted] signed up with HSC on June [redacted] for issues that we do not cover. Her AC system was not maintained and dirty/clogged causing it to not work properly. The fan was working but had a physical crack in it. Shortly after she signed up, [redacted] filed a claim and we sent out a technician....

Upon receipt of the correct diagnosis, we advised [redacted] that this is a maintenance issue and she just needed a cleaning of her coils and her system and we, as a warranty company, do not cover nor provide such services. She was also advised that physical damage is not covered and neither are issues that exist prior to the start date of the contract. She was explained exactly what a home warranty is. When she understood that this is not the services that we provide and that we will not be covering it, [redacted] requested to cancel her contract. Before the end of June, just 18 days into the contract, [redacted] was already cancelled and refunded in full per her request and no longer an HSC customer. The technician wsa advised and KNEW this was not covered and not approved. [redacted] was also advised and KNEW the same. This is as far as HSC goes in this case. Sometime AFTER that the technician let us know that he did the work and that [redacted] refuses to pay him. When asked, he was aware that we did not approve it and told us [redacted] did. [redacted], in turn, claims she never approved it either and he just did it. This is all after she had already cancelled her contract with us. In either case, this is something that happened (whether agreed upon or misunderstood) between the customer and the technician and has nothing to do with HSC. The fact that [redacted], now in September, is again trying to make HSC pay for her issues that are not covered, are not and have never been our responsiblity, and simply have nothing to do with us, is very suspicious and worrying. HSC requests that this be removed from our records and we will be submitting it to the proper authorities for review/investigation. This is between [redacted] and the technician.

At this time, I have been contacted...

directly by Home Service Club Warranty Corp regarding complaint ID [redacted], however my complaint has NOT been resolved because:
SO HERE IS THE UPDATE from the last few weeks. I spoke with a HomeService Club rep more than three weeks ago after posting our experienceon Revdex.com and after we requested a cancelation and refund of our contract. I wastold that because we went to the Revdex.com for help that our account was flagged asfraudulent by another department and that the refund would not be issued. I could go further into the details of the call that dealtwith the scope of their contract, which was never sent to us at time ofpurchase, versus what I understood from the details of their website, and whythey do not cover drain clogs as part of standard service versus why I had areasonable expectation that they would cover in a standard service but I ammore interested in resolving this matter.The end result was this: They would not fix the clog. Iasked if we could upgrade to a plan that would include drains. No, we could not– we eventually spent $120 to get a clog and faucet leak fixed. I asked tospeak with a supervisor. I was told that I already was speaking to one andthere was nothing more she would do but her team would be investigating us. Ioffered to take down my complaint, I was told that to get a refund I would haveto take down this complaint AND then sign a contract stating we would never sayanything about Home Service Club again. I asked her what specifically thiscontract said, she said, she did not know but she assured me it was standard. FYI, I havemanaged apartment buildings for thirty years and have never been required acontract to cancel a service.Two days ago, after lots of phone tag, I was told that we wouldbe sent their cancelation contract that day for a full refund. However, she told methat she could only send out the cancelation if I agreed to signing it withoutseeing it first, which I told her the request wasunreasonable but I would be glad to take a look. She sent it anyway. The full refund became a “prorated” rate anda possible $45 fee if we did not act in 24 hours. For the record, her use ofthe phrase “full refund” may have alluded to a full pro-rated refund, but thatwas not how I took it.Here is what their cancelation policy states, “I agree and promise to not write electronically orotherwise or post or spread or contribute anything negative or verbally expressanything negative about The Home Service Club (and remove any alreadysubmitted) and to keep any and all dealings with The Home Service Club strictlyconfidential.” I found this stipulation unreasonable, unconstitutional and perhaps illegal.Requiring a contract to end a contract seems wrong onnumerous levels and has prevented resolution. Either way, Home Service Clubshould have just sent out a full refund and called it a day. This matter couldhave been resolved almost a month ago. It’s not.To be clear, we have NEVER received any warranty service ofany kind from Home Service Club. We are just looking to get a full refund, callthe time and expense a wash on our part and move on enjoying our new home.
 
 
 
 
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]
I really don't appreciate being called a liar.  These systems have been in place, working just fine, since before I bought the house in 2002.  I did not all of the sudden just decide that I wanted to replace them.  And I don't understand what facts you believe I have misrepresented.  The only misrepresentation that I have seen is your previous allegation that HSC had previously offered to keep the contract as a courtesy when, in fact, HSC had made no such offer.  I spoke again with the contractor and he said that the units are compatible with each other.  So, obviously, the random contractor in Atlanta that you sent to diagnose the issue believes that the systems are not mismatched.  
 
 
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:

  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.First of all if I did not want my AC unit inspected
by HSC I would not have contacted HSC. So your tactic theory is as crazy as it sounds.  Second I did as I was instructed after
talking to their customer service by faxing the receipts to HSC they told me
they would review the claim, and see what they could do. My husband and I did
as we were instructed. I don’t think that constitutes as not wanting their
service.  After seeing some of the
complaints I see almost all the homeowners got the same response from this company. The
homeowner is lying or trying to cheat them. I have filed 2 claims and both
times I have had to follow up with the company on the status myself. They do
not send an email, phone call nothing while you sit and wait.  Either you call them or you wait.  As for cancelling the plan we were
told to contact them before the plan expired if we chose to renew it. Never
heard anything about auto renewal. Also normally you are contacted via email or
snail mail your contract is about to expire  so you know you need to renew it if you choose.
True we no longer have service with them but this claim was placed when we were
covered by HSC. This to me is bad business when you don’t try and work with the
customer you are supplying a service to. 
So even though the company contacted us  7/**/ 15 and left a message for us to call which we did and again did not hear back about some
sort of complimentary service. I left a message with my name and phone number no reply so I would not recommend this company. They should have at least been up front about things and not review stuff to death just to tell you what you already expected you would get from them nothing That was a waste of my time and energy to get them what they requested. NOT GOOD BUSINESS