Home Service Club Warranty Corp

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.

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:

A technician may have been contacted on Friday after normal business hours but he was not provided with any information that would allow him to make a service call.  I have submitted all documentation the company requested in an effort to expedite the simple process of having someone come out and look at the air conditioner unit.  I have had to do all the work and still have no idea what time the technician will be coming out tonight if at all.  Home Service Club could not tell me what time and the technician cannot be reached.  I have left three messages today.  As of today, it has been 1 week without air conditioning in the house and the company continues to drag its feet in simply getting someone out here!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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.

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:

[redacted],
 
Interestingly enough, your company has contacted me.  They have made a settlement offer. I will consider it carefully before making adecision. Furthermore, I reject your response. I do not believe that any of HSC staffers have the educational or technical background required to support your claim in regards to material failure modes in any mechanical systems.  Again, to protect my interest, it is best to contact the Ohio State Attorney General’s office to obtain the documentation I have submitted in my complaint against HSC to their office. In this fashion, the integrityof the documents remains intact. At this point, I still do not trust your company, I  find it extremely offensive and insulting that you deny the mishandling of my claim. I have documented all  my actions as well as HSC's actions.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer started with HSC on 10/**. Filed a claim on 10/**,
exactly 2 calendar weeks after starting. Customers unit was low on freon and
the compressor was failing. Based on the condition, inspection and diagnosis of
the system, no professional technician with their license on the line and...

in
their right mind would even consider claiming that such an issue has just
spontaneously started. It is very crisp and clear that this system had this
issue well before the start of the contract. Our technician not only did a
thorough diagnosis, but confirmed the unit was under manufacturer's warranty,
and proposed the best possible options to get the issue fixed. What the
customer did for $315 by the company who installed the system (possibly
incorrectly to begin with since it developed such issues so fast) who has no
interest in doing what is best for the future we do not know. However that is
not the price to replace any of the bad major components that should have been
replaced. Seems as if the customer may have just filled up the unit with freon
and maybe added a leak stop, again we do not know, however the major components
which are bad should be replaced while still under manufacturer's warranty and
the system should be checked for proper installation. Compressor does get
affected and does go bad when ran on low pressure/freon and leaving it is a
risk that it will go bad sooner than later once the warranty expires. It's life
expectation gets significantly lowered and it may even completely fail. We are
not sure why this is even a complaint. HSC did nothing wrong and requested for
our tech to extend our prices and give the best possible solutions for the
future for the customer. We gave the customer the benefit of the doubt that he
did not know the system had issues, though it is now very questionable. The
system is not subject to coverage until replaced or satisfactory repairs are
performed by an approved trusted professional company and approved by HSC. We
are strictly a warranty company and do not provide home improvement or
remodeling or general contracting services. Such companies should be contracted
accordingly and with their respective rates. This should have never been a
complaint and the account will be reviewed.

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 would like to bring these four points to the Revdex.com's attention:
1. HSC yet did not respond to the main complaint, i.e., quoting $5700 for the AC replacement, which costs about $3500, as per multiple quotes received and submitted to Revdex.com, and not agreeing to charge a fair market price, i.e., about $3500.
2. HSC does not have any new information after May **, 2014. Based on the information until May **, 2014, they were willing to cover $1500 for the AC replacement. Their assessment changed, once I asked for a fair market price for the AC replacement or pay me the covered amount, i.e., $1500 so that I could avail a fair market price.
3. Multiple AC technicians looked at my AC and their assessments including the one, who replaced the AC unit, are very different than the one from the HSC technician. One such report is attached, and another one from a Revdex.com Accredited Business and [redacted] 2011 Super Service Award winner is quoted below:
"There is no way of knowing how old a leak is unless you have repeated history of adding freon. We don't deal with home warranty companies because of diagnosis like that. If you have a home warranty they should cover it. A leak is a leak and it sounds like they don't want to cover it."
4. A very recent (6/*/2014) complaint against HSC at Revdex.com, they called that customer fraud along with multiple others at Revdex.com.
Please let me know if Revdex.com needs additional info.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The representative who the customer spoke to today has never called her before. She received a call from a different representative by mistake the day prior. The agent working on the claim called today with the correct information. A supervisor has been assigned to the case and has attempted to...

contact the customer numerous times but to no avail. The issue appears to be with the sewage ejector pump for which the customer does not have coverage. The supervisor will be attempting to contact the customer again and she can be reached at ext.[redacted].

The information provided in this complaint is a complete
misrepresentation of facts and this contract has been flagged for review due to
suspicious activity. The customer was initially given the benefit of the doubt
that it was his misconception of our services and he was even given numerous
and...

rather large courtesies, however it has since become apparent that this was
in fact intentional on his part and this false complaint further suggests the
same. That would actually make it fraud on his part. We are a warranty company
and do not cover any issues existing prior to the start date of the contract.
We do in fact, require that all covered systems and appliances are fully
operational to the manufacturer's originally intended design and specifications
at the start of the contract. We do not provide any home improvement services
nor charge such rates and we do not fund any remodeling projects. The customer
needs to contact companies who provide such services accordingly. Customer
pretends to be under an impression that his claim needs to be covered and that
he is waiting for that to happen, when in fact his claim is not subject to
coverage and he was advised of that accordingly. Customer Filed two claims
shortly after signing up with us including one claim on literally day one of
his annual contract. Despite the claim being deemed as obviously pre-existing
by professionals and not covered, HSC covered it to the maximum allowed annual
amount anyway and advised the customer that it was a one-time courtesy. The second
claim was also clearly deemed as pre-existing and the customer was advised that
it is not covered and, once again, explained that we do not provide such
services for which he seems to have signed up for. It took a little longer than
usual for two reasons. First it took a bit longer to get all of the information
from the technician and, the agent working on it had submitted for yet another
courtesy to try and help the customer out even though he was not qualified for
it and not subject to coverage. We do apologize for the slight delay. However,
all courtesies are now on hold pending review of the account. The last claim is
not subject to coverage and should the review show negative results then all
prior courtesies would be void as well. This false complaint appears to be a
way to try and bully us into providing services which we do not provide and HSC
is an honest company with a strict policy against any type of fraud or
bullying. A supervisor at ext.[redacted] will be in contact with the customer to
advise him of the latest status and as he requested for a supervisor to call
him.

This complaint was incorrect and this case was initially suspected to be fraud. However we have spoken to [redacted] and have come to an agreement that it was mistakenly filed and this matter 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:

This Business keeps on making excuses and are not abiding the contract. I have provided all the information. Their tech who came to the house has some misunderstanding leading to the cancellation of the contract by them. I do not owe any thing to them. This company did not want to spend the money on repairs, I got it repaired by spending $300 on the gas valve and heating started working fine. I wish I had read the feedback about this company on the Revdex.com website. I want a written apology from them for making us suffer in the harsh cold weather and pay for the repairs/change of gas valve.
 
 
 
 
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 never Your Answer Here]I never authorized the Tech to do nothing to my A/C unit... in fact I didn't even knoiw he was at my house until he took everything apart and then he knocked on my door...I've had home warranty's before so I know how they work the tech can't do nothing unless getting ok from HSC. I even made a comment when I looked at my unit and saw a pile of dirt next to it.. I said all that came out of my unit and he said what did you think I brought, I said yes cause I've had my unit serviced the last 4 yrs and I have the bills to prove it..I never gave this man approval to do nothing to my unit.. He said he had a contract from HSC signed by me... to fix the unit... I told him neither did I nor did HSC approve it... HSC should of screen the  tech they send out to peoples homes... I have text messages on my phone stating he took it and he also has  a felony right now  for weapon charges... I have a police report and the police are the ones who told me this guy has many felonys... if they did not send out this felon to my home.. I wouldn't be writing this right now... they sent a crazy man  to my home with out screening or doing a police check on who they send out to our homes
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have received a 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]
/>

Attached please find the invoice for the job that we paid thousands of dollars for as a courtesy. This is absurd and we request that this false complain be removed from our public records. We have gone above and beyond for [redacted] who was in bad standing and should have never been set up. We did everything we could and paid thousands of dollars and got her unit replaced and up and running in a timely fashion. Despite her remaining past due even after the job was already complete. And we get false accusations and unwarranted complaints in return. This case is closed, there is nothing to do here. Until the expiration of this contract from now on HSC will be acting strictly according to the contract despite any special requests. Please confirm that this is closed and removed. Thank you.

Please see previous replies. This is a case of fraud and there is an outstanding balance on this account and no refunds are due. If [redacted] wishes us to waive the outstanding balance on this contract and even obtain a refund which is not due, she would need to formally request it and agree to it in writing afterwards to prevent future fraud attempts. Otherwise this case has already been closed.

This is a false complaint. Customer is well aware that her system is not covered and she literally told our agents on the phone: "I know that it is not covered but I am filing complaints because I cannot afford to get a new system...

myself". While we approved for a second opinion to be dispatched as a courtesy, and may possible offer a courtesy towards a resolution, the coverage will not change and any further false statements and complaints will void any and all courtesies on this account. HSC does not provide home improvement service which the customer seeks. We are helping as a courtesy to the customer and because customer service is our utmost priority. However, we do take false complaints and attempts to abuse such venues very seriously.

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]...

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 having read the company's response I would like to point out some facts since my integrity is under attack:
1) These are the sections in the company's contract that are of contention:
on page 2
[redacted] 
[redacted] 
[redacted] 
[redacted] 
[redacted] 
[redacted] 
[redacted] 
[redacted] 
[redacted]
 and on page 3
[redacted] 
[redacted] 
[redacted] 
 2) Now having looked at the contract, the company is alleging my HVAC system claim is not covered due to statements that technician ([redacted]) made to the company regarding the condition of the unit. The company states that the unit was found to have experienced "errosion and corrosing" and that it was "not properly provided yearly maintenance". Conversely, as stated in prior communications. [redacted] stated to me that due to the age of the unit "errosion and corrosion" was inevitable on a unit over 20 years old and regardless of the amount of maintenance a unit is provided due to normal wear and tear it had a mechanical failure. 
 3) I've had several phone conversations and email communications with 5 members of the company's organization that are chronicled via email, voice mails and countless phone conversations. I was largely ignored until a complaint was filed. I felt that was my last possible option being that the technician misdiagnosed the unit that was proposed for replacement (a 4 ton instead of a 2.5 which is currently there). The technicians charges for replacement were quite high therefore at my own expense I had my own technician come and diagnose what was needed. 
4) The company's rep ([redacted]) stated on 8/**/14 that the offer which was allegedly never made had "expired" and she would forward a request to the review/approval department. From the beginning the company has used "courtesy credit" for the $1,500 credit they proposed to offer previously. 
After a great amount of effort on something I believe I have truly been wronged. I am willing to accept the $500 the company has finally decided on after over 5 weeks of communications, 100 degree weather and 
an "above and beyond" amount of service. I contacted the company twice since the last response and have yet to receive the release of liability documents the company requires to release payment. The company has my address and email on file but if needed is as follows:
[redacted]           [redacted]
Until payment is received I will continue to be dissatisfied with the company's 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 have determined that my complaint has NOT been resolved because:

I did not sign up with HSC to have my AC unit repaired/replaced.  I signed up for the warranty services.  When I signed up (which was actually in the middle of June due to the waiting period) the AC unit was working.  
HSC keeps claiming that the system is mismatched, presumably because the compressor is a Trane and the air handler is a Carrier.   In the Limitations of Liability section of the contract, mismatched is defined as "systems with incompatible components with different capacity ratings".  I spoke with the professional mechanic that HSC sent to look at the system and he said that the systems were not incompatible.  I spoke with Trane and Carrier representatives and each said that a Trane compressor can be used with a Carrier air handler.  The company that installed the Carrier air handler unit (which was before I owned the house, but I have the paperwork) is a well-respected HVAC company in Atlanta--I don't believe they would have installed a unit that would automatically have it's warranty voided because it is a different brand than the compressor.
As to the offer to keep the contract as a courtesy, I have no idea what [redacted] is talking about.  I have called HSC every day since the original denial of my claim and requested that someone call me to discuss the matter.  I have yet to hear from HSC.
To me it seems that HSC just does not want to pay for what is likely an expensive repair.  I would suggest that we have a conference call with the technician that diagnosed the problem.  If he says that the systems are not compatible, then I will drop my complaint.  If he says that they are compatible, then I will expect HSC to authorize the repair.
Sincerely,
[redacted]

Unfortunately everything stated in this complaint is both falseinformation, misrepresentation of facts, as well as an attempt to defraud andbully our company into paying money that the complainant is not entitled to.This case has been marked fraud and cancelled by our legal department....

[redacted] signed up with us on 11/**/14 with an already badsystem. The immediate claim was processed nonetheless and a professional technicianwas sent out to [redacted]'s house to diagnose the issue. Thetechnician stated that there were numerous issues and have been there for awhile. He even said the customer herself had mentioned that the valve was problematicbefore she signed up with us and the tech stated it was never replaced and wasold and bad. He also said another company was out there before us and said theunit was bad. A total of 4 major parts were bad and the entire unit needsreplacement. Literally everything stated by the customer is incorrect and falseinformation. The customer has yelled at and was very rude to ourrepresentatives. The professional technician, who looked at the unit and spoke tothe customer, laughed when he learned when the customer signed up with us andstated that it is a clear attempt to scam our company. This is not a servicethat HSC provides, we are not a home improvement company and are strictly awarranty company. [redacted] isfully aware of this and this intentional attempt at making our company look badis being dealt with by our legal department.

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. The business and I have made amends and we have come to a...

resolution. 
Sincerely,
[redacted]