Home Service Club Warranty Corp

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]

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]
[redacted] sold me freeon knowing full well that the freeon would not fix my 1986 air conditioning system.  This was a scam.  This man is living in a home that is in "short sale" mode and he took me as a sucker to get money to live.  The honest company would have told me  that there was nothing that could be done that day to ensure that the system would continue working.  He did not.  He also tried to sell me another part for the heating system, knowing full well that  this system had no hope and that the system just needed to  be fully replaced.
 
This company BLATELY lied TO RECEIVE MONEY.  They did not do what was in the best interests of me, the consumer.
 
I am a disabled senior who is unfamiliar with the HVAC system or I would not have bothered to call a repair company.
 
The Home Service Club needs to take responsibility because this Franco Company was their choosing  and  they arranged  to have this  guy come to my home.  If you look on yelp.com this company has SUPER BAD RATINGS and should not be used by anyone who wants a responsible, reliable company to do this work!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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.
Sincerely,
[redacted]...

The rejection is contradictory. [redacted] states that he sees whatis clearly written on the contract but then disregards it. AC and furnace arecovered in accordance to the terms of coverage. We are a warranty company anddo not cover "everything" that happens to a covered system, or"every" system. It has to meet the requirements of coverage and besubject to the terms of contract. Same as if a car had ran over an outside ACunit, it would not be covered as it is not a warranty issue, despite AC being acovered system. Contract is available online 24 hours a day 7 days a week onthe customer's account page. Should you have any issues logging in please letus know and we will take care of it. Should you desire a copy to be mailed ore-mailed, please let us know and we will send out another one.

Unfortunately this account is fraud and will be submitted toproper channels accordingly. Everything stated in [redacted]'s complaint is blatantly false. The contract she purchasedis identical to the sample contract she viewed before she signed up (withoutthe word "sample" watermarked in...

the background) and clearly statesthat issues existing prior to the start date of the contract are not covered.Along with all other terms of coverage. We are strictly a home warranty companyand do not provide home improvement or remodeling services. Not only was [redacted] "not a month" into the contract when shefiled "a" claim, but she was only 6 days into the contract when shefiled many claims. She asked o a representative names [redacted] howmany service requests can she file at once, and proceeded to file them. Therepresentative was extremely nice to [redacted]and simply advised her of what is and what is not covered. In this particularcase the ice maker in the refrigerator was not covered as per [redacted]'s contract. When 6 days into the contract of anewly purchased home a customer has many separate, unrelated, issues, theaccount does get reviewed as it is very common that those issues existed priorto the start date of the contract and before the customer even moved in. HSCdoes require that all covered systems and appliances are fully operational tothe manufacturer's originally intended design and specifications at the startof the contract. This is why the representative requested the home inspectionreport so that it would assist in the review so that we can help [redacted]. Once she heard that, she stopped filing claims. [redacted] then proceeded to call back in on different linesand extremely rudely harassing other representatives and making threats. Allfacts and actions on this fit many common patters of fraud. There is nothingfor HSC to do here, [redacted] does nothave a valid contract and requested to cancel it anyway.

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 have been advised that the attached invoice will be revisited.  Especially what was told to the [redacted] employee by HSC.  Starting at and following the words "per my conversation".
When was the invoice paid?
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

There was and is absolutely nothing wrong with this claim and thefact that there is a complaint on our record is disheartening and absurd. Thisneeded a lot of review and decisions and is a big job. The service is notguaranteed to be instant. A technician was assigned promptly, unit...

wasdiagnosed, reviewed, approved, and covered for 2 very expensive repairs. Pleaseremove this from our records.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], but I have not recieved the money that has been taken from me and the case is not resolved.  I will be cancelling my policy once I have received my money in my account.
Sincerely,
[redacted]

It gets real hot in [redacted] so Ac is extra important. My husband and I we looked for a reputable home warranty for a while before getting the home service club. We have not had any major things that needed a repair until our Ac went out. I have to say the way they handled everything was a manner that made me feel like a customer. I appreciated that very much, the last company we had where not easy to deal with. So when we switched we where kinda scared hoping it would not be the same like the last and I'm happy to say they are truly a honest good company. The repair went well the tech was kind and professional the AC was fixed but it was fixed fast and the people who helped me actually helped me. The service was my take away from this and we are happy that we found a good home warranty company.

Beware! This warranty company will go out of it's way to not cover the cost for any work done for your home. I recently filed for service on my AC which has taken forever to get anything done. After they have a local company come out to your home (which was two different companies for me) for diagnosis of the problem you have to continue to wait for an answer for work to begin. THE ANSWER WILL BE IT IS A PREEXISTING ISSUE AND WILL NOT BE COVERED!!! This is the answer that was given to me and countless others. If you do not believe me go on Revdex.com, Consumer Reports, and other review websites. You will also see the pattern, this is their MO. There are so many reviews stating this. They also cap work costs so stand by for that, you will be paying more than your premium, they do not pay for labor, shipping of parts, and such. They claim to have superior customer service, contact them and you will see otherwise. YOU WILL BE RIPPED OFF!

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]...

On top of everything stated in the rejection being completely and utterly false, the customer has also threatened the supervisor with false complaints and stated that if we do not replace his boiler then he will make false complaints and we will have to (and we quote) "pay more in marketing", so we should give in to the bullying by just giving him money. This is, in fact, completely fraudulent and will be reviewed. Customer simply ignores all facts and repeats the same blatantly false statements. Their heat exchanger did not degrade itself in a week's time. That is impossible. The point of the warranty is NOT to sign up to get remodeling or home improvement done and get replacements. We, again, 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. This system was not, regardless of alleged times the manifestations of the symptoms has occurred. We did not agree to be defrauded nor cover anything that is not covered. Customer purchased our contract themselves and it is not clear that it was with clear intentions and purpose. This is not, and never was, a service that our product provides. We are not backing out of any contract we are actually strictly following our contract and our contractual obligations. Fabricating false ideas of what our service should be for this customer does not change what our service is. We have given all the benefit of the doubt to this customer, as we do to all customer even ones with questionable situations. However, this case has become extremely and blatantly evident and obvious and at this point it will be in the hands of the proper departments that deal with such situations. There is nothing for HSC to bully for here and that allegation is absurd. We have initially agreed to disregard the fraudulent attempts and threats and to fully refund the customer as well as to waive the cancellation fee and other fees and absorb the loss for the customer. Now after such absurd attempts at fraud have surfaced, we will only be going by the contract and reviews/decisions of the Fraud Prevention and Legal Departments and any and all courtesies are void and any and all outstanding balances will be billed. The bullying is very clear and evident from the customer who wants their boiler replaced so that they can cancel the contract they fraudulently signed up for specifically to get this done. And as per their conversation with our supervisor, had all this planned in advance. This was a courtesy response as there was no new information presented in the highly unethical and blatantly false rejection. HSC will not respond to further false allegations and further attempts by the customer. Should any reasonable statements or requests arise, HSC always has an open line of communication to all of our customers. Otherwise, repetitive false statements have already been addressed and there is nothing further that can be done regarding unethical demands of this case.

This has absolutely nothing to do with HSC and should not by any means be a public complaint or have any impact on our company. We have done everything we were supposed to and more and should not be penalized by having a false public complaint. Again the information is not what we have, the accusations are at someone else and based on the mutual dealings of the two parties other than HSC and long after HSC was out of the picture and [redacted] was no longer our customer.

This is ridiculous. Why would I want to fraud this company?!! I am a doctor and assistant professer in the department of [redacted] and my wife is an anesthesiologist as well. Combined we make close to a million dollars so why would I want to fraud over $300!!!! I want to listen to the recorded call where I allegedly said that "I wanted to cancel my contract". I said I "wanted to cancel my service call". When I signed up for the contract in 11/2014 I also signed up for automatic paymant via my credit card. I spend 5-10K a month on that card so I really wasn't looking at it for their $67 monthly charge every month so I did not notice when they stopped the automatic payment. When I called recently, I first asked was if my contract was active because I wasnt sure which company I had my contract with. I get emails from several companies and I dialed the number from one of the emails and before signing up with Home warranty, I had a contract with American Home Shield and so when I called I wasnt sure which number I had dialed. So, once I was told that I did not have a contract I immedialty looked at my credit card to see which company I was paying for and called back immediatly to find out why my contract was canceled. It looks like I was paying up to 4/2015. I still dont understand why they would cancel my contract without sending a written notification. Obviously, this company hires employees that are not the best at communication because if they were then they would clearly have heard me say I wanted to cancel my service call and I never said "cancel my contract". Also, I asked them if I was going to be charged the $125 service charge, why would I ask that if I wanted to cancel my contract!!!  Fraud is not a light allegation and the fact this representative of the company keeps using this word is extremely worrisom from a litigation stant point for the owners of this company.  If they are 100% sure that I said "cancel my contract" then they should have no problem letting me listen to it.

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:

We have never made fraudulent claims, and we have decided to no longer engage directly in conversation with this company due to the repeated false allegations against us and poor business practices that they have demonstrated. We will not stand for repeatEd false accusations made against us by this company regarding the unfortunate boiler breakdown in our home and our unfortunate decision to have faith in and engage in contract with this company. We have turned over the information we have to a lawyer and leave it in his hands at this time. Thank you Revdex.com for at least providing a safe place for consumers to expose corrupt business practices and defend themselves against bad business practices such as that demonstrated by HSC. We will not stand to have our names tarnished because of the practices of this 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 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 find that this resolution is satisfactory to me and the matter has been resolved.
They have agreeded to pay for the replacement of the coil and have  told me I only have to pay for the cost of the coolant which is $381.00. The company that will be replacing the coil has called me and agreed to do the job on Tuesday. I am satisfied with this resolution.
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 signed up for a Home Warranty company to cover the items in my home in case they break, stop working, or fail to work properly. This is what happened when I made a service request to HSC. My dishwasher failed to work properly, i.e. it failed to clean my dishes. I would like to know what "professionals" HSC is talking about and are deeming my dishwasher issue pre-existing since Mike's Appliance Service(consisting of one man) was the only person who looked at my dishwasher.  The reason I cancelled my home warranty with HSC is because if my dishwasher issue is any proof of the service they provide, it will only get worse. HSC will have their professionals deem all my items pre-existing. I had a home warranty company for 7 years in the past and I never encountered problems like I did within the first month with HSC. Again, their "professionals" (who didn't even see or test my dishwasher),  and deemed it a pre-existing issue, are calling me a liar. How do they know anything about my dishwasher without coming out and looking at it??? HSC is a very dishonest and unethical home warranty company that just wants their customers' money without providing the service a home warranty company should provide. I deserve a full refund for the month of February, not just $32.01! If I get the additional $57.84 refund, I won't put in a consumer complaint. If not, I will put the complaint to warn others against this dishonest company.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

A corporate [redacted] took over this case, spoke to the customer, and case was resolved.