Home Service Club Warranty Corp

The letter was emailed to [redacted]'s e-mail address on file ([redacted]) as promised that day, and has been re-sent from two different e-mail addresses again a day ago after he has contacted us stating he never received it. If [redacted] still has not received it he can check his junk mail folder, provide a different e-mail address, or provide a fax number and we will re-send it again. We can also physically mail it to him but that would naturally be more time consuming and dependant on the post office.

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 spoke to the customer and this was all done and approved days ago (last week). It says this complaint is from 7/[redacted] How can this be? This is finished/resolved.

[redacted] signed up with us on July [redacted] to have his AC unit
repaired/replaced. Unfortunately we are not a home improvement company and do
not provide such services. We are strictly a home warranty company and have
terms and conditions as well as requirements that must be met in...

order to be
eligible for coverage. [redacted]'s system
is a mis-matched system. While we appreciate the opinion of all our customers,
we have to go by our contract and not what [redacted]
[redacted] believes it should be. The system was not designed nor meant to work in
such a way, it was not built that way and was parts were replaced over the
years with different ones that do not match. Compatibility is not in question.
All warranty companies and manufacturers void their warranties on such
conditions. It is like have a Honda engine in a Toyota and is numerously listed
in [redacted]'s contract as not covered. The contract
also requires that all systems are fully operational to the manufacturer's
originally intended design and specifications at the start date of the contract
in order to be eligible for coverage. Which, according to a professional
mechanic who looked at the unit and our trained employees, this system was not.
This contract should be void and cancelled. We offered [redacted] to keep the contract as a courtesy. However, this
system is not one that is subject to coverage and [redacted]
[redacted] has not gotten back to us to let us know if he wishes to keep or cancel
the contract. If [redacted]
[redacted] wishes to repair/replace his system, we may be able to offer $200.00
toward the work as a good will offer. Please respond back at your earliest
convenience as this is scheduled to be cancelled by end of business day on
Friday, Aug [redacted] 2014. Thank you.

While we understand the frustration a customer may experience when instant service is not provided, it is important to note that instant service is not guaranteed. The claim was filed during the start of the season and the Memorial...

Day weekend and it was promptly assigned. We do rely on local third party service provider to go to the customer's home and many are booked for the same reasons. To accommodate the customer we confirmed the service provider did get the work order and will schedule and have now also approved for it to be reassigned. However it would be unethical for us to guarantee instant service and although we strive and are known to be some of the fastest, it is not always the case each and every time. The customer was not told that she is not able to speak to a supervisor she was advised that she could not be transferred to one and that a request for a call back from a supervisor was submitted which is standard procedure. Again we completely understand the frustration and we sincerely apologize for any inconvenience. However, neither the complaint nor waiving any deductibles is warranted at this time. An agent will be in contact with [redacted] regarding her claim which is being worked on real time.

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 claim has been finished and resolved as of 5/**/2015. There are no further follow ups for it.

Leaving a review after follow up from my rep who did a great job making sure my garage door was closing and opening as it should. Had to call on a Saturday because it was just stuck and would not go up or down. After some playing with it I was abnle to open it but when closing back down again it would get stuck and not close all the way. They got a tech to come out on Monday morning and after watching him I realized that it was not anything I was going to fix myself. After a fix that worked for a fwe hours the door started doing the same thing again just closing a little lower than before. I called them back and the same tech came later on Monday evening and this time with a new motor assembly and just replaced the whole damn thing. Valiant effort and a timely follow up.

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:
After my conversation to day with [redacted] I contend that my complaint has not been resolved. They advised me as well as HSC that there was some rust but that was not the reason for the problems.  [redacted] emphatically stated that rust and corrosion was not the cause of the unit not to cool.  The copper coils have a leak and copper does not rust.  He stated that he informed them of that and they advised him they would put under review and call him back.  When I spoke to [redacted] she advised that my system was not covered and said that she could only allow $400 toward the problem.  At that time I was not aware of the Technician finding, so had no other choice but to say ok.  I advised her that I like the Technician from [redacted], she ended the conversation saying she would contact [redacted] and let me know what was required.  [redacted] or myself never heard form her again.
It was also stated that I used their service before and it unfortunately I didn't complain then.  I had a toliet that overflowed and I contacted HSC, and they had a plumber come out after about almost 2 weeks of calling.  He unstopped the toilet but scratched it all up with his equipment.  I paid him $115. The toliet began to leak so I called him back and he returned but he still did not stop leak.  My neighbor purcahsed a $2 part and stop the leak.  The toilet had to be replaced since it was all scratch up.  Yes I can verify all this information.  It is very hard trying to get service from this Company, even if you are persisting in your request.   Wheter it is repair or replacement, no should have to wait for a month and half for service from HSC.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We spoke to the [redacted] and this situation has been resolved. Please let us know if there are any other 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:
This is nonsense from [redacted]. This company will be hearing from the ** Attorney General's office soon and so will their contractor. It is questionable whether this company or their contractor are even licensed to conduct business in Maryland - that will be part of the ** Attorney General's investigation as well as their practices and non-service. 
 
 
 
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 was able to speak with a [redacted] about the whole situation and am very happy with our conversation!
Sincerely,
[redacted]

This is unfrtunately false information. [redacted] started with usin mid February and filed numerous claims within 3 weeks of his contract. Hisinspection report shows a house full of many issues including ones he filedclaims on. One of the claims is clearly pre-existing, one is for an...

accessorythat is not covered even on a valid contract. Despite this being a completelyvoid contract for numerous reasons, and customer's intent was clear, HSCoffered customer numerous option including saving the contract in accordancewith the terms which he was well aware and informed of. Such as no pre-existingissues would be covered as we are strictly a home warranty company and not ahome improvement or a remodeling or general contracting company. Or to cancelwith favorable to him terms that he requested. [redacted] refused all option,was extremely rude and verbally abusive to the representatives, and threatenedwith false complaints if he does not get what he wants. At this point thiscontract is subject to its original terms of cancellation in the cancellationpolicy and any offers favorable to [redacted], should HSC choose to offer them,must be agreed to in advance and signed by [redacted]. [redacted] can contactthe [redacted] assigned to the case that he has already spoken to once beforeat 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:

I have presented all of the data with regards to this claim to the contracting [redacted]. The contracting officer ([redacted]) assured me that HSC is contractually responsible for paying the claim and she is prepared to take this case to the Air Force legal dept. She sent an e-mail to HSC stating if HSC continues to refuse to uphold their legal obligation as stated in the contract, the Air Force will not only legally seek out the amount of the claim, but all legal fees associated as well. HSC was given a suspense date of close of business on Wednesday ** August 2015 to respond with their intentions (see attached MFR). Although HSC has had ample time to provide a response, we have yet to hear from them. Tomorrow I will be asking [redacted] to send this case to legal. The only response we will accept from HSC is for them to pay the full claim they are responsible for. Any other correspondence will simply be forwarded to the Air Force Legal office. I will provide HSC the name of the Air Force lawyer as soon as it is determined which lawyer gets assigned to work this case.  
 
 
 
 
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]

While we appreciate our customer's concerns, this is simply amis-representation of facts. Customer signed up in July for a house that soldon 7/**/15. On 7/**/15 they had 2 unrelated claims and HSC sent out techniciansfor both. Customer was advised and well aware that we are strictly a...

homewarranty company and do not cover any pre-existing conditions, which arerelatively common with new home buyers who move in and discover that there areband aids and not fully functioning systems in their new home. The airconditioning system had electrical issues with the compressor which initially causedthe motor to stop. Our technician attempted to repair it and changed out themotor at no cost just as a courtesy to the customer to get them up and running.This is a top rated, very knowledgeable and good technician who has beenworking with us for years and knows that his opinion is valued here at The HomeService Club and that any good faith decision he makes on the spot would beapproved or considered by HSC (and the same technician who the customer woundup using for the work on their own later anyway). Unfortunately despite thesegood faith efforts, the initial issue was not with the motor and stillremained, causing the compressor to go out. Customer was advised that this is aclear case of a pre-existing condition as the unit was not operating tomanufacturer's originally intended design and specifications which is requiredfor warranty coverage. Originally the customer was upset, which we are verysympathetic to and understanding, as we know that it can be frustrating to nothave air conditioning in the summer especially in a brand new home you justpurchased. However, the customer later apologized for the language andtreatment used with the representative working on the claim and asked if thereis anything we can do to help. Despite the customer not qualifying, therepresentative did obtain an approval for a courtesy towards a full systemreplacement. The customer wanted the courtesy but did not want to replace thesystem which is the proper decision in this case. Instead, they wanted toreplace only part of it and stay with an old and now obsolete system whichstill uses the outdated refrigerant which will soon become obsolete as well dueto the new laws. Even though the issue not being covered as per the contract,and the special courtesy obtained without qualifying, the customer decided togo with the partial and professionally not recommended band aid repair and theagent helping them was still able to offer a $500.00 courtesy toward this job.The customer originally accepted the offer, but then declined and proceeded toslander us online posting duplicate reviews under different e-mail addresses,further proving their fraudulent intent.  This account was flagged andwill be reviewed. Should the customer request any courtesy offers, and shouldHSC approve them, a signed written agreement will be required. At this point,this is a false complaint without any factual basis and due to emotions of thecustomer.

There is nothing new in this rejection. It is simply more of preposterous statements, false accusations, and blatant mis-information. Please refer to our previous replies to the same. The extent of this is disheartening and alarming and will be handled accordingly. There is nothing else to be offered here at this point. Original courtesies above contractual obligations were refused and since voided and current behavior and flags on the account will be handled by our Fraud Prevention Department.

Statements made by the [redacted] are not only false but areoutrageous and complete and intentional misrepresentation of facts. Customerhad a claim on issues that she did not have coverage for. The entire complaintrevolved around her wanting coverage even though she did not have it becauseshe felt that they were basic issues. When she was advised accordingly she wantedto add on the extra coverage against policy and then have the, what would nowbe pre-existing to the new coverage, issues covered. When her attempts oftrying to get what she is not entitled for failed, she requested to cancel andfiled this "complaint" with the Revdex.com. For the record, there is nocomplaint and just a lot of made up words and undeserved slander. She wasadvised that the account will be cancelled according to the cancellationpolicy. She demanded a full refund that she was not, yet again, entitled to. Asupervisor took over the case and worked with the customer in depth to get thema higher refund than entitled as well as their cancellation fee waived forthem. Being that it is a loss for our company and is outside the original termsof contract, [redacted] was advised that a separate agreement would need to besigned. Never was she told to agree to and sign something without looking, thatis absurd. Never was there anything remotely illegal or unconstitutional orunethical or any other such absurdity as mentioned in the complaint. Of courseas part of the agreement we look to protect both parties to ensure theagreement is met and of course we protect ourselves from false slander especiallywhen [redacted] has already, and intentionally, attempted to slander us in thepast. [redacted] was given all benefits of the doubt and a supervisor has goneabove and beyond. Unfortunately [redacted] has refused the favorable to herterms that our agent was able to get for her and is requesting a regular cancellation.This contract will be cancelled in accordance to the original cancellationpolicy as requested by the customer and a pro-rated refund less thecancellation fee will be issued. Although HSC always goes above and beyond anddoes not like to lose customers, we are a reputable and honest company andstand behind our contract and services and do not change for false statements,fraudulent attempts at coverage, or any other slander and mis-representation offacts.

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]
 The only blatant incorrect statements are those provided by HSC. The description of what accurately transpired our provided in my original complaint.  I have every phone call that I made to HSC documented accordingly.  At your request I will forward that to Revdex.com for your review.  This will provide you with the dates and times I reached out to HSC for assistance and what transpired IF  HSC had the courtesy to return the numerous messages I left.  I spoke with Samantha B[redacted] once after my initial claim and I have that well documented.  Not to my surprise I heard from Samantha B[redacted] AFTER I filed the claim with Revdex.com to tell me that I am being investigated for fraud.  Obviously, this is HSC’s way of trying to turn their lack of service and commitment on the consumer, by accusing an innocent individual of fraud.  That type of accusation I do not take lightly. Their hired technician advised me that my machine needed to be replaced and he has never seen a home warranty company do that before so I am out of luck.  At your request I will provide you with his name and number if you would like to contact him directly.  However, being I am not the one who butters his bread who knows what HSC is telling him to say at this point, so there may lie the suspicious intentions HSC speaks of.  As far as an outstanding balance that is another blatant inaccurate statement.  My premium and initial deductible were paid in full !  Samantha B[redacted] advised during our only conversation that if the unit continued to work improperly and HSC had to come back out I would not be subject to another deductible.  Therefore, they are contradicting themselves. If the Revdex.com would like to come out and inspect my unit I would welcome the opportunity for you to see for yourself that the only fraud taking place here is on HSC. Lastly, it is correct that my contract with HSC has expired at renewal based on my own choice.  It is self explanatory why I no longer chose to do business with this company and urge others to think twice before they do as well.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Unfortunately this complaint is not true and has a lot of holes init. The customer was never guaranteed or told a technician will be out to hishome within a few hours and 24/7 on top of that. Customer filed a claim on aSunday, and the very next day, Monday, a technician was assigned. The...

customerimmediately let us know that they did not want to wait for our services andcontacted a company on their own and got the unit replaced and thus declinedour services. We understand that it may be uncomfortable and everyone wantseverything done right away, but that does not release our right to determinecoverage. Nothing about the old system is known and we have no way to know ifit would have been subject to coverage or not. This is a common tactic bypeople who do not want us to inspect their system.  Unauthorized repairs,and especially replacements, are not covered under the plan and it is clearlystated in the contract. The customer was informed of this and it was availablefrom prior to the start of the contract. Previous claims were all processed andcovered according to the policy and this claim was set up the same. Thecustomer, however, went around our services and therefore declined them. Theplan was set for auto-renewal. When [redacted] requested to cancel, the newplan was cancelled and refunded. [redacted] is no longer a customer of HSCper his own request and there are no covered outstanding claims. We hope thisclears up the incorrect reasoning and statements made in the complaint.