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:

This response does not address the issue. As stated previously, I have requested written documentation explaining what is exactly wrong with my system and I have not received it. I do not expect that the company will satisfy every claim. However I don't understand how a issue can be determined pre existing when it is not even clear what needs to be repaired. Maybe I should contact the [redacted] since this has not been resolved.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We spoke to the customer and this case has already 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:

[Your Answer Here]
 This entire claim has been completely mishandled by HSC without anything really being addressed at all. I've called back into HSC to discuss the work that was completed in my home and to also make a complaint against the supervisor that mainly handled the claim. I was given the "run around" again for a final time. Speaking with [redacted] again she tells me that "She does not handle complaints. We do not have a department that handles complaints. You will have to call the customer service line and ask one of them." Again, yet not surprising she is telling a bold face lie in attempts to snake away from the pending review I wanted to express on my behalf about her and whom ever has been responding to these messages. For a company that says plainly on their website "Customer Service is our Priority" it seems I'm having to bend over backwards to first show these people I'm not only a customer desperately looking for some quality service but just an opportunity for them to do the right thing and help and not tell lies. None the less I finally got in touch with Anne S[redacted] who was able to take my complaint after explaining the situation to her. I do appreciate that I was able to finally voice my concerns of just begin berated in every encounter that I've had with HSC and no one has offered any type of dialogue to understand and work through my issues. Yet once I was finished Anne, who supposedly works in the "Complaint Department", she clearly showed that she had never taken an accurate complaint before because she truly seemed lost on what to do next. After she said... "Ok, can I do anything else for you?" I had to tell her "Yes, normally you would let me know what you are going to do next. Then look into the issue. Address the issue from your end and give me a timeline in which you will contact me back to let me know the issue has been resolved." She agreed and said that is what she'd do and contact me back in a few days, which she did. Long story short, the work was done but the things I've had to go through to get sub-par customer service from a company that obviously makes a living lying to their customers and scamming them out of money is atrocious. I reject your response and I'll let the Revdex.com take this complaint from here. On to the Department of Consumer Affairs and so fourth.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This, again, is a complete misrepresentation of facts. [redacted] is misquoting both the contract and what she was told by the representative. She has also not been waiting for anyone to contact her, a representative has been working with her most of the day, going through different departments and trying to get different options approved. But no matter of what the representative has done and offered, it was never enough and this complaint seems to be a medium for trying to get more while making up numbers and information. There is no letter being sent to [redacted] as she refused it. There are also no longer any other offers on the table that are outside the contract. HSC will be strictly following the contract and the repairs have been approved. If [redacted] wishes to proceed with the claim and the repairs, please let us know and we will gladly set it up. A representative will contact [redacted] again today, Friday August [redacted].

The letter was a courtesy action put together for [redacted]. Thiscase is closed and this back and forth fraudulent game [redacted] is playing isabsurd and will no longer be entertained. He is more than welcome to contactthe technician who diagnosed the system. He is also more than welcome to get adifferent technician out there on his own. He was provided with a diagnosis forboth of his units from a top rated contractor in his area. He also attempted toget pre-existing issues covered. And after we have gone above and beyond, hecontinues to attempt to get more. Nothing stated or requested in many of theselast replies have anything to do with our services and is blatant fraud. Thisis closed and from this point forward will not be entertained. Any outstandingbalances owed by [redacted] will be billed accordingly.

Customer has a system that is not subject to coverage with ourplan and it is clearly stated on the contract and in numerous places.Customer's opinion is, unfortunately, not relevant and does not change thecoverage and the contract as it was designed. Despite the facts, HSC went...

aheadand covered the repair just 3 weeks into the customer's annual contract and gotit up and running as a courtesy and in return received this false complaint.Please remove this from our records as it is completely false. HSC is, in fact,covering what we say we do and in this case even covered above and beyond. [redacted] was never told his that mis-matched system will be covered and he neverrepresented his system as being mis-matched which is grounds for cancellationwhereas, again, HSC went above and beyond.

Please see our previous reply as it contains all the correctinformation and still applies. Nothing new was presented by [redacted] other than further misrepresentation of facts.His story is contradicting and he has refused the offer to correctly diagnosethe unit and has requested to cancel. Literally every point made on last rejectionis incorrect and a denial of facts. [redacted]has requested for HSC to not send out a second plumber to diagnose the issueoriginally mis-diagnosed by a company that is now blacklisted due to extremelack of professionalism on their behalf, and [redacted] has then requested to cancel his contract. As per[redacted]'s own request, the service call was cancelled andso was the contract and a refund has been issued. We also offered to waivecancellation fees and have done nothing wrong and did more than were obliged todo. This case is considered closed, the contract was cancelled as requested.There is nothing further here and the incorrect information provided has beenaddressed in our original response.

Everything sated by the customer in the rejection is a total mis-representation of facts and blatantly false accusations. We have also reviewed and checked on customer's initial complaint regarding their conversation with the supervisor and the customer's claims there are also completely false. The refund issued is completely correct and in accordance to the contractual cancellation policy. The cancellation policy is available to all customers 24 hours a day, 7 days a week, and can be provided upon request. The customer did, in fact, receive a pro-rated refund for the majority of the month (for the unearned premiums) less an applicable cancellation fee. Customer's obvious attempts ay bullying and bribery in the rejection such as saying: "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” are completely fraudulent and are taken very seriously. HSC has a strict policy against such behavior and any further such unethical complaints will be reported and handled accordingly. Customer is basically demanding what they are NOT entitled to and threatening to file false complaints (which they already filed here) in the case we do not meet their fraudulent demands. While we are always willing to go above and beyond for our customers, behavior such as this is sent to our Fraud Prevention Department and handled accordingly and any otherwise possible courtesies are void. Should the customer have any questions or concerns they can contact the supervisor assigned to the case at ext.[redacted].

Revdex.com:Received a call from HSC, amazing after I made the complaint they have ruled the failure of the compressor to not be covered.  This is after a technician determined it was not a pre existing condition and properly working.  However, HSC determined that it was...

not properly working and would not be covered.  I am accept this decision but have cancelled my account with them and will try to find a company with a customer service system that allows timely response and cordial employees.  The customer service with this company is horrible and the sales person that sold this plan to me exaggerated their coverage as well as their timely response.[redacted]

This matter has already been resolved a while back. One of our representatives has spoken to [redacted].

My wife and I signed with the Home service club and dutifully paid our first month premium. Shortly after the initial exception period our refrigerator broke down. We filed an online service request and were given a call the following morning that a serviceman would show up later that day. I took the day off and waited until mid-afternoon for a scheduling call-back. At that point I called the serviceman myself and was informed that they had refused the service call. At no point did HSC contact me about this. I then contacted them ( HSC ) to schedule a new appointment. The next day a serviceman showed up who diagnosed our refrigerator as having a freon leak. He also stated that he could not service the unit as they were not "authorized" to do freon replacement. He suggested that we call [redacted] for servicing. When I called HSC about the problem I was told repeatedly by a bored,disinterested customer service agent that this was a "pre-existing" condition and that I was on my own. They then offered very "helpfully" to contact [redacted] on my behalf. I told them no thanks for their worthless solution as I had already contacted [redacted] and the following day cancelled my contract with them. More intolerable time went by without a refrigerator. When the [redacted] tech arrived ( a true professional ) he advised us that the compressor was broken and that there was nothing wrong with freon levels. To further incense me after I left another interview on the consumer reports website they responded with the specious claim that I already had coverage for the appliance and that was a breach of contract. The truth being that we got the coverage after we had severed our ties with HSC and not before. Why would I call them if I already had coverage ? Between the pre-existing coverage nonsense, [redacted] serviceman and [redacted] apathetic customer service I could not rate this company any lower. Not to be trusted.

The comparison with buying jeans at Gap is completely incomparableand absurd. Customer opened a contract in April, and filed a claim forsomething she did not have coverage for in July, and then decided to upgradespecifically to get that claim covered. That is, by definition, fraud. Customerwas advised that she can upgrade, but that issue is of course pre-existing tothe coverage she is upgrading to and would not be covered. Otherwise everyonewould sign up for the most basic coverage and then  upgrade accordingly tocover non-covered issues. Suggesting that it is ok and normal to do so isabsurd. Filing false complaints and slandering us for following our contractand providing the service we offer and customer purchased is blatantly wrong,immoral, and fraud. There is no talking around the simple facts of thesituation. HSC did everything we were supposed to and offered more than we areobligated to. Unfortunately the customer decided to take the improper approach.A correct, pro-rated refund has been issued and will be received in the form ofa check. We are not sure what the customer means by "they do not believeme", but the facts of the matter are very simple and easy to see. Again,HSC did nothing wrong and are a victim of this false complaint which was meantto slander our company for no reason and to try and obtain more than what iscontractually entitled. This case is now closed and the account is cancelledand the correct refund issued.

Unfortunately this is a complete misrepresentation of facts and [redacted] is no longer our customer. She purchased a home with a bad AC and then signed up for our services to get it replaced and filed a claim. We are not a home improvement company and require that all systems are working to the...

manufacturer's originally intended design and specifications. We sent out a technician to diagnose the problem. The unit was completely rusted out and corroded, clogged and dirty and completely unmaintained. Unit is beyond repair and needs replacement. Once we let [redacted] know that this is not what our service is and this system is not covered, was existing before the contract started and even before she purchased the home, she started yelling and cursing at our representatives, threatening and personally insulting them. She was yelling about how she does not care what the contract states and that we need to pay for her new AC system and all this with personal insults to the representatives who were helping her and being extremely professional and nice. Every time our representatives requested that [redacted] send us her inspection report so that we can determine what can be covered, she fully refused and would start yelling again and demanding and threatening and insulting again. This contract is void and breached by [redacted] and has been cancelled due to fraud. A full refund has been issued and [redacted] is no longer a customer and anything further will be submitted to and be dealt with by our legal department. We request that this case be fully removed from our records.

We are not sure what [redacted] means by she had to call to get something expedited. There was nothing delayed and she did not need to call us for any of it. We did have to contact [redacted] before doing the work. The claim was approved the very next day after receiving the estimate on the [redacted], and we were finally able to reach [redacted] on the [redacted] at 2:17 PM and, after speaking with her, proceeded to set up the job. We have confirmed with our technician that he was able to go out to [redacted]'s home on the next day which was a Saturday, despite it being a weekend, at no extra charge and complete the work. We sincerely apologize for any misunderstandings or inconvenience. HSC has done nothing wrong here. A supervisor will contact [redacted] to follow up on the work.

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:
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We would like to note, for any other customer's sake, that this ordeal took 6 days to resolve which we find to be unacceptable. By the time they "approved" this job, the contractor couldn't even schedule for until 4 days after that. Also, the contract clearly states that HSC covers the leak up to $500. I asked if the $125 service charge fee would be paid directly to the contractor. They said yes. Ok, no issues there. My husband called back to clarify, thinking that if the plumber billed the amount for $625, we'd pay $125 and HSC covers the $500. They said no, they will only pay $375! Nowhere in the contract is it written like this. Nowhere does it say that our service fee is part of the covered amount! This is a clear breach of contract. We requested, for a 3rd time now, to speak to a [redacted]. One never, ever attempted to contact us. I am still asking for cancellation of this contract!
Sincerely,
[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

While we appreciate all our customer's concerns, the statements made here by the customer are false, non-factual, and the accusations are completely absurd and fraudulent. Customer simply wants a bad (band-aid) and non recommended repair done on her system which is not approved. She...

has a unit that went bad due to a power outage which is, first and foremost, not a covered issue. We are a warranty company and warrant systems against mechanical failures due to normal wear and tear. We are not an insurance company and such services are not provided. An agent worked with the customer trying to get an approval for a full system replacement. That is the only recommended and correct repair for this issue. Partially replacing expensive parts into an old and obsolete system is not a recommended or approved repair and any reputable company and/or technician will confirm that. Customer's system is from 1998 and is no longer made. In fact, no r22 systems are made any longer and majority of companies are no longer able to obtain them. According to federal laws, all replacements must be with a minimum 14 seer, r410a freon systems which is what HSC recommends. The r22 freon itself will be obsolete soon and the customer will be faced with having to replace the full system anyway. Not to mention a system that old, with such an age difference between parts, is likely to fail before then. HSC has not only worked to get the customer a replacement despite the coverage issues, but we have also approved a second opinion to go out there to look at the system at no expense to the customer. These are all standard and common procedures and recommendations and are all for the BENIFIT of the customer. So requesting completely not recommended and bad repairs and providing false accusations, information, and slander to the Revdex.com are suspicious and indicativeof fraudulent nature. Any courtesy approvals or action on this account, should any be approved, WILL require a written agreement signed by the customer if they wish to proceed. A representative at ext.[redacted] is working in the claim and will be in contact with the customer.

To complain and provide false information as well as make up what our contract covers despite it being black and white on paper is nothing short of fraud. No compnay [redacted] asks can tell him what our company's contract covers. This issue is NOT covered, this is clear and has been stated and pointed out numerous times. Yet [redacted] insists on continuing to provide false information, complete misrepresentation of facts, and made up and incorrect third party opinions and other random accusations with the sole intent on trying to get what is not entitled by attempting to make us look bad. The statements that the air handler has nothing to do with the AC, and any and all claims abot our contract, are blatantly false. This claim is now being dealth with by our legal department and our fraud prevention departments. We request that this complaint is REMOVED from our records. No further offers will be provided as we have already spent hundreds of dollars on something we should not have spent anything on, and this case is now bwing reviewed by our legal and fraud prevention departments.

Consumer Relations from our corporate division took over this case. Our records indicate that a resolution was made and it included [redacted] keeping the contract, two trade service call fees waived, and completion of the repair (already completed). The supervisor [redacted] is working with has authority to resolve this case and the resolution they mutually came to will stand as is authorized by the corporate division supervisor.

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]
Thank you for responding to my complaint.  I selected HSC initially due to their high rating and customer satisfaction at the time.  It is my
sincere hope that we can resolve this matter quickly. 
Despite the difference in opinion for the cause of the problem, we agree with HSC that the AC unit should be replaced.  In order to evaluate
the best option, we require a written proposal from any contractor to know details of the anticipated work, including but not limited to the AC
unit make and model, the work and tests to be completed, and disposition of existing refrigerant and all old units; as well as the ability to
communicate directly with the contractor.  Not only is this important for our property management office, it is only prudent for us to require
so, and are sure you would concur.  The 2nd opinion and quote we obtained is from an independent licensed HVAC contractor (Thomson Air
Conditioning) that has 5 star review out of over 100 reviews and an A+ rating with Revdex.com, whereas we could not find HSC’s contractor Franco
Heating & Cooling Air in the Revdex.com database.  Thomson Air is not an acquaintance, friend, relative, or some random guy any more than HSC is to us. 
We picked them based on the same criteria we picked HSC. We invite HSC to check them out and review their quote which we will furnish upon  
HSC's request.  We have contacted other licensed HVAC contractors in the area, and were quoted similar prices.  It is HSC’s disinterest in finding
out what its quote entails (not even the make and model) and understanding why its quote is higher than others by over 35% that really concerns
us.  If you put yourself in our position as the consumer, you will understand our frustration (and I meant to say HSC “may” pocket, not “will”
pocket in the original complaint).
According to the contract, replacement of A/C systems due to normal wear and tear is covered up to $2500.   The June **, 2014 Revdex.com
complaint against HSC also cited rust and holes in a “young house” a/c unit due to normal wear and tear.  HSC should honor the language and
spirit of the contract with best efforts.  We were pleased with how HSC handled our previous two claims, and hope that the previous claims would
not adversely affect how HSC handles the current one.  From the Revdex.com link, it is clear that HSC has had recent difficulties to achieve customer
satisfaction in this area of service.  Here is a good opportunity for HSC to regain a satisfactory outcome. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This has nothing to do with HSC. Please close this case. There is nothing further for us to do. [redacted] needs to schedule with the technician. We cannot dictate anyone appointment times. The technician is working around his schedule to help [redacted] out. AC units do not get worked on during the rain. This no longer involves HSC and for the technician to come out [redacted] needs to re-schedule the appointment. Furthermore we spoke to the technician and he stated that he did install the compressor and the unit needs a TXV valve. This is [redacted]'s responsibility and not HSC's. We approved this last and final part as a courtesy. Nothing further can or will be approved or done on this case. Anything further [redacted] can work directly with the technician or hire another one if she choses to do so. This case is closed.