Home Service Club Warranty Corp

Unfortunately this is completely false information and is now
being investigated by our fraud prevention department. [redacted] was advised
that he has a bad compressor and that he was approved for the repair. He was
also advised that if he wishes to replace his system, which...

many people chose
to do since the one he has is old, that we can offer the same amount we
approved for the repair towards the replacement. This is a courtesy option and
[redacted] was given our quotes. He called us back and said he found a cheaper
quote and that the same technician will do it for him for cheaper. He was
advised that although it is not normally done, we can authorize him to use any
technician he wants and do what is called an unauthorized repair and we will
still honor our original offer and pay the approved $1000.00 towards the
replacement (either directly to the tech if he uses the same tech, or via a
check directly to [redacted]). Anytime an unauthorized repair is done, even if
we are paying the customer for it, we do require that they sign a waiver as we
are going outside of the contract. This is standard procedure and refusal to
sign a waiver raises a red flag. Issues or damages resulting from unauthorized
repairs are not the liability of HSC and is between the customer and the
company they hire to do the work. [redacted] did speak to a manager, numerous
times, and she authorized the money to be sent to him via check and for him to
use any technician or company of his choice, regardless of whether they are in
our network or not (as [redacted] had requested). At this point both offers
still stand, we can repair the unit as obligated by our contract, or [redacted]
can replace it if he wishes and we will send him a check for the $1000.00. Not
signing a standard obvious waiver and making complaints and false accusations
when not only the claim but extra requested options were approved has caused
this account to be flagged and investigated. We are committed to resolving this
issue and getting the system repaired for [redacted] but we will be operating
within our contract and as mentioned herein both offers are still valid.

As stated on our very first reply to this complaint: "All refunds have been issued, the transaction IDs are as follows: [redacted]. Also as promised, check #[redacted] is mailed out in the amount of $125.00 that we approved outside of the contract for [redacted]."
Both monthly payments have been refunded and the transaction numbers were provided. A check for the extra courtesy refund was also mailed out and you have confirmed receipt. If [redacted] wishes to contact us with his bank/financial institution on the line to confirm, we will be happy to do so. But there is nothing else to do as all refunds were issued before our first response to this. Any fraudulent complaints or defamation against our company with false information when we have done nothing wrong is taken very seriously and will be dealt with by our legal department. [redacted] is not asking for anything that was not already done.

It is correct the company did accept my recent claim.  I'm not pursuing this matter any further but want it noted that at no time was my original claim fraudulent in any matter.  
[redacted]

On 9/** my husband noticed that our water heater was leaking in our basement. He went downstairs to deal with the water that was leaking into the carpet and called HSC to put in a service request. This is the second leak we've had with the water heater within 6 months. The last time we had a leak, it was attributed to the temp being set too high, adjusted, serviced, and we paid our deductible (125). This time, the same individual who serviced the water heater came out to inspect within a few hours of the service request being submitted. He confirmed that it was in fact a leak, and that the water heater was leaking from inside and would need to be replaced. He called HSC to obtain approval. My husband also called to verify approval and ask a few questions, as being without water for an extended period of time is not feasible with a less than 2-week old baby. Upon calling, he was informed that HSC would in fact approve the replacement. The serviceman quoted $1300, and HSC informed us they would only pay a little over $400 for the replacement and we would be responsible for the other $900. We were shocked and appalled that our warranty would not cover the total replacement of a water heater, which is one of the MAIN THINGS covered in even the most basic plans with a variety of companies. To add insult to injury, HSC called us back about 30 mins later to inform us that they would only cover a little over $200 since our water heater had a previous service request, thereby making us responsible for $1100. After voicing that we were less than pleased at the cost, and didn't understand why more wasn't covered and there was no reason to go through them if they weren't covering the total replacement, HSC advised us that they would reimburse us with the $200 should we choose to go with a different service company to install the water heater. Well thank goodness we decided to go with a different vendor/service company than the one contracted out to them. Why? Because when going with a more established and reputable service company in the local area, we were quoted $2000 for the water heater replacement that included things that had to do be done in order to bring the water heater up to code (installing a shut off on the gas line to the water heater, relocating the drip pan...). This also included a 10 year warranty that would include free maintenance, service calls, and replacement for 10 years. The other serviceman contracted through HSC made NO mention of bringing anything up to code and there was no discussion about the water heater itself. As a result of this experience, I will be cancelling my service at my primary residence and a rental property we also have an HSC warranty for as soon as possible.

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:

Hello [redacted] --
Please be assured that HSC has grossly misrepresented what actually occurred during the initial short and only visit from HSC. My husband was present and has documented below what occurred during the 10 minutes total time the technician was here. My husband states:
"When the technician arrived at our residence he proceeded from his van with nothing more than his cell phone in his hand. I directed him to the air conditioner in the rear of my residence and he took a picture of the nameplate tag. He then responded that the unit has a 10 year manufacturer’s warranty, and that I was to contact the manufacture and have them replace the compressor. The technician sent by HSC then informed me that if the manufacturer would not replace the compressor that I was not to call him (the technician) but to notify HSC.
 
The technician went to his vehicle and returned with a clipboard and then asked to see the furnace inside my residence, took a picture of the furnace, wrote out a work order and asked for his $125.00 deductible and left my home.
 
Two days later I finally heard from someone from HSC and was informed that my ENTIRE heating and cooling system needed to be replaced, and that they would not repair or replace the compressor but that her whole system needed to be replaced." (See HSC Air Conditioner Systems - Standard Coverage below).
 
As stated earlier, when we contacted another HVAC company, they found that the compressor was still under manufacturer warranty and replaced all of the additional parts for 1,400.00.  HSC's policy below stated that they repair compressors, when in reality they do not and the only resolution HSC would discuss with us was full system replacement for 6,000.00 only from their preferred vendor and would discuss nothing else!
 
We do not know if the HSC technician has lied to his company  of what actually occurred on this day, or if HSC is denying the poor customer treatment shown in this case, but we are stating what happened and have no reason to lie about it. 
 
We purchased the HSC contract with the impression that they were a reputable company for homeowner repairs.   This was apparently far from the truth, as witnessed with the one and only claim we attempted to make. And for obvious reasons, when the first year contract came up for renewal we cancelled our policy.   Please reopen this case.  HSC should be allowed to continue such shoddy practices.
 
[redacted] and [redacted]
 
HSC Air Conditioning Systems (Standard Coverage)
COVERED:
Air conditioning systems including: Ducted 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,up to three (3) wall air conditioner units will be covered). Mechanical parts and components including: 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); refrigerant filter dryer; refrigerant piping (excluding inter-connecting line sets); relays; reversing valves; switches and controls; and thermostats (electronic set back units will be replaced only with standard units).

 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] & [redacted]

I signed up with the home service club about a year ago. I was having a system issue and I wasn't sure how to resolve it on my own soi went on there website and summing a claim. Just like the email said I would get a call within 24hrs, I did. The man on the phone, I think his name was john, was so polite and he was so understanding and he set me up with an amazing tech.

They sent a repair man to fix my air conditioner three times. He fixed it each time but last time said it may not hold and sure enough it wasnt working like it should in less than two weeks. They called me talking abnout replacing the system and after a few days and some paperpwork the repair man came out and took away the old air conditioner and put in a new one and I registered it.

This is an obvious misrepresentation of the contract. The contractwill repair or replace up to the maximum allowed amount which [redacted] iswell aware of. This claim was promptly assigned and approved for the maximumamount allowed. This should never be a complaint, HSC did everything we...

weresupposed to and in a timely manner. The ** state law changed requiringresidents to replace their regular motors (upon failure) which cost no morethan a few hundred dollars, with variable speed motors which can cost over athousand dollars. This is not the fault of HSC and has nothing to do with usnor changes our coverage. Our rates remain the same as does our coverage andcaps. HSC provided excellent service and did nothing wrong. Please remove thisfrom our records.

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 HSC claim that they had nothing do with my paying the AC contractor $275 is patently false.  The reason it was paid (was despite the HSC website clearly stating under items covered under standard coverage for refrigerant) was I simply needed the AC repaired despite the AC contractor stating BEFORE he even looked at the AC unit that HSC did not cover refrigerant. 
I classify everything and anything HSC claims the AC contractor reported as complete hearsay.  His invoice to me simply states I needed refrigerant.
I will not be signing any agreement with HSC for a courtesy $50 refund.  After being called a fraud multiple times I will be satisfied with having my complaint posted to the New York Revdex.com site and I will move on to post a warning on Angie's List.  
 
 
 
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:

To Whom It May Concern: 
I take a serious exception of the false accusation of calling me fraud. In fact, they tried settling with by paying $250 to take back this complain, which I rejected hearing my consciousness. In their response to my complain, they neglected the main complain, i.e., inflating the AC quote  to $5700 instead of  standard  market rate of ~$3500. In fact, I gave them  four quotes from  different A/C companies in the range  of $3500. Then after they started sending multiple emails of cancelling my contract and accusation of fraud and defamation. Their response to my complain is complete distortion of the truth and I would like to address them below:
1.I have been their customer starting April ** until May **, 2014.
2.I did not ask for home remodeling instead was stick to items covered in the warranty.
3.Their claim of $125 service fee for plumbing is blatantly false. As they were cancelling my contract, I told the plumbing company to look at all problems at my home to give me the estimate, not to the home warranty company.
4.I did not ask them to fix my plumbing problems. They tried this for settlement, but never acted upon it.  I did not succumb to it.
5.They had fixed the second AC and I am happy to pay the contracted service fee ($125 or less). I am waiting for the bill.
6.They called me after fixing the second AC that this AC is not covered since it has been abused.  As a novice home owner, how would I know the A/C is abused. On May **, 2014, I cancelled the contract since they do not want to cover my AC.
I want to convey to the company that they should  support other customers like me with justified and competitive costs of their services. I don’t harbor any ill feeling for the company, rather I wish they should improve their business practices and flourish. 
 
 
 
 
 
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:

Yes, a resolution was offered but had not been completed yet.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This customer and her account have already been sent for reviewand deemed as fraud. She knowingly and intentionally signed up with a badsystem to get it repaired/replaced. She filed a claim on day one of contract,cancelled it when informed that anything deemed as pre-existing is not...

covered,waited 30 days and re-filed the same claim. A top rated, and one of our bestnationwide contractors, was assigned and went to her home. The issue is amillion percent pre-existing among other things. The service ticket she isreferring to has nothing to do with our report and statement from the tech. Hecannot possibly write pre-existing on it as at that time he is not eveninformed when the customer signed up. The customers disconnect was off, as inanother tech was already out there, tampered with the unit and left it withoutputting it back to how it was (customer clearly knew the unit was bad), and thesystem is missing most of its freon which also takes much more than 30 days,and certainly much, much more than a day to leak out. Tags were all eitherfaded or missing. This is blatant and intentional fraud. Per the contract thisis not only not covered but simply not a service we provide. We have thetechnician's statement and that of our trained employees that this is clearlyan issue existing prior to the start of the contract and not to mention thecustomer is on record filing claims for it and requesting service and askingabout it on day one of contract. She was explained and advised of all this manytimes and this is NOT a misunderstanding of coverage or a mistake. This hasalready been deemed as intentional fraud and pending review it may be reportedaccordingly and handled by our legal department. This complaint is nothing butslander and defamation and will be handled accordingly. There is nothingentitled to the customer on this claim and should the account be cancelled dueto fraud she will have outstanding balances for everything that was paid outfor fraudulent claims. Other warranty and insurance companiesshould be notified as well.

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:
 
First, how do you determine that this was a pre-exiting problem?  When your service tech didn’t note on the paperwork that it was.  What he said and wrote on the paperwork was that the unit was out of Freon.  He told us that he felt that it had a leak in the coil, and he would suggest that it be replaced. 
Secondly, it should not take almost a month for a refund, and if you were refunding our payment, why would Home Service Club withdraw a payment for this void contract in July.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
 %

As per the customer's request, this contract has been cancelled and fully refunded. Unfortunately HSC cannot blindly pay for non-covered pre-existing issues. We did, however, review the account and an agent was assigned to contact [redacted] to offer a way to keep the contract or to cancel. [redacted]...

[redacted] had requested to cancel her contract before that took place and it has been approved, cancelled, and fully refunded as requested.

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]
 Everything I stated in my complaint is accurate.  [redacted] was assigned to my call and would not come out because HWSC has unpaid invoices with them.  Let's assume that this is false on the part of Thompson Services, then HWSC should have reassigned my claim to another company IMMEDIATELY and assured me this was false and my cooling would be repaired quiclky.  All would have been okay.  However, they did NOT do that and have failed over and over and over to send someone out to my home!
This morning they did send JC Mechanical out to my home.  I would like to add that it is now FIVE DAYS since my initial service request was submitted.  I live in TN and the temperature here is averaging 98 degrees with NO COOLING for five days!  How is this acceptable?  To make matters worse, the technician arrived and informed me that there is a leak in the coil and he would recommend the unit needed to be replaced or the coil would need to be replaced but it may be more cost effective to just replace the unit.  He said he would have to call HWSC and report the problem and would be back inside in just a few minutes.  He returned and told me he apologized but did not receive approval by phone, as he normally does when working with other warranty companies.  HWSC informed him that it would have to go through "approval" and they could not give him authorization to make any repairs.  So, we are now in the afternoon of the fifth day with a broken unit, and once again HWSC will NOT approve the repair and forcing us to continue to endure the swelltering heat until this can be resolved or pay out of pocket for the repair! In fact, HWSC even stated to the technician that they should be able to get approval in a "couple of minutes" but returned some time later and said she was not able to approve the repair and it would have to go to someone else for approval!!  
 
If I did not have a warranty and my unit broke, I would have had a service technician at my house the same day!  To be five days in, and still be told that the repair would have to be "approved" and still living in extreme heat with no cooling is absolutely ridiculous!  I am a real estate agent and have worked with many, many home warranty companies.  It is NOT normal nor appropriate to receive a phone call from a service provider informing the homeowner that they would not be servicing your unit because the home warranty company is past due on paying bills, and it is certainly not normal to be FIVE DAYS into a reported service problem before a technician arrives and then be told the repair still could not be made because the work had to be "approved" and the technician leave with no time frame for when or if he would be returning to make the repair other than the warranty company would "call him some time today."
I do want to make clear that the technician that FINALLY came today with JC Mechanical was extremely nice and professional.  He did not receive the request to service my unit until yesterday - four days after I had asked for service so I find no fault on his part and am very pleased with this company.  I would also like to add that I had called HWSC REPEATEDLY and even submitted a second request online about this issue and informed them on my last call that I WOULD BE FILING A COMPLAINT if they did not call me back with some concrete information on when a technician would be arriving at my home.  They did not follow up with me, and as I stated, I did move forward with filing a complaint with the Revdex.com.  I do not think moving forward with filing a Revdex.com complaint after waiting FOUR days in extreme heat for a confirmed appointed with a HVAC technician is over-reacting and is very appropriate!  HWSC had FOUR days to resolve this before I moved forward.  They made NO attempt to have this resolved until my complaint had been submitted!   If they were truly wanting to honor their warranty and provide customer service, then the technician would have arrived this morning, called them with the problem, and been given approval to make the repairs!  problem solved, and complaint would have been moved to satisfied.   As it stands, I have paid a $125 service call fee to be told my unit is broken and NOTHING has been done!
Since we now know what the problem is, I expect them to honor the written agreement that is between us and have the unit replaced and make this approved immediately!!  They should be liable for the days that I am having to go without any cooling while they fail to have this problem addressed!  If they cannot provide service in a prompt, professional manner and make the repairs, it is unethical for them to be charging monthly "membership fees" and then having the technicians collect a $125 deductible!  Quite frankly, this is the most outrageous experience I have ever heard of a consumer experiencing with a home warranty company...and as a realtor I have heard many!
Again, I expect my unit to be repaired if possible, or replaced IMMEDIATELY!  In addition, I certainly do not wish to remain a "member" of this "club" that offers zero benefits and takes days to respond to a service request!!  I expect them to honor their contract and then release me from being a future "member!"
Thank you.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Please see previous responses. Case is closed. This is nothing but blatant fraud and lies and legal action may indded need to be taken, against [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:
there is a lot of unturth in their statement. yes they did repair my refigerator because it was not cooling, easy, cheap fix. the repair man fixed it within 30 minutes. like I advised, in my complaint, I know i'm out of freon but why am I out (leak) where is it leaking from was my question ? Answer from the coils in HVAC. They wanted to sale me a complete AC Unit costing  thousands off dollars, thats why there are two set of part numbers on there reciept, my old ac unit and the unit they wanted to sale. Another untruth. In upper 90's to 100 degree weather with the heat index even higher in Atlanta Ga. why would I turn down courtesy Freon, that they was charging 55 to 60 dollars per pound. I would be a fool to turn down free freon. Another untruth, after going back and forward with HSC, I decided to use another company (I attached a copy reciept ) who found the leak and fixed my problem within a hour time.The company never recommended a new AC system. My question is why couldn't there technician find and fix the problem. I even request they send another company out to fix the problem and they refused. I cancelled my contract after speaking with them on  multiple occasions, and also through my Lawyer I cancelled. Like in my first letter to Revdex.com, I know I was low on freon because I have a leak but where is it leaking from and why cant you fix it. Im still asking for my 125.00 service fee I paid there technician, and the 275.00 I pain the technician who fixed the problem.

 
 
 
 
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 have determined that my complaint has NOT been resolved because the Home Service Company has called and approved part of the repair on the conditioner; however, their response was inaccurate.  As stated prior, my downstairs AC unit failed, and since I live in Texas and it is summer time, the temperature in the house reached 98 degrees.  I called to submit a service request and a week and 4 days later, HSC had not approved the request.  I did call the service tech HSC uses to come out and fix the unit, since my house was uninhabitable due to the high temperatures and HSC would not give approval, I was forced to either get the unit fixed or live somewhere else.  It took over 3 weeks before receiving partial approval, and given the circumstances, that is outrageous.  I am glad they will pay for part of the repair, but in the future they need to act much quicker.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I was contacted 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]