Home Service Club Warranty Corp

I purchased a home warranty in June of 2016, the effective date is 7/*/16. I had been thinking about it for a while, and finally got around to actually doing it. Because I have a water well I purchased an adder to the policy. I asked for and received a copy of the contract and read through it. The contract covers essentially only the down hole pump including "normal wear and tear" from being used as a source of water for an entire home.
Around the start of September we contacted HSC because we thought the pressure had dropped some. They set up a 9/* appointment with a contractor and let me know they would call. That contractor never called despite multiple conversations with HSC and blew off the 9/* appointment. Another contractor was ordered and came out and ran a diagnostic on the pump towards the end of September ([redacted] I believe). The pump has a reduced flow rate, but still builds 150 psi.
I spoke with a rep on 9/** and was informed that the condition had been deemed pre-existing and would not be covered. She said that the pump was operating outside the manufacturer's specifications. I asked her what those specifications were and she had no idea, I mentioned to her that the pump built pressure and moves water and again no reasonable answer as to if that was within spec. Which makes sense as she also had no idea who manufactured the pump and therefore could not know the specifications.
We got past this and she told me that the pump had a pre-existing condition (as very loosely defined by the contract) and that the issue had been going on for a month or two. I let her know that was within the contract and she immediately tried to lengthen the time period (also within the contract). At this point she gave up as she had obviously proven that according to the data HSC had the pump had failed within the contract (failure here being reduced flow rate). I was told a supervisor would call me. And one did, the next day. She left a voicemail. I have been calling her back for the last week or so leaving multiple voicemails and have not heard anything.
I then spoke with the guy that HSC hired to do the diagnostic work. I checked them out, they are a reputable company here. I asked him if they had even discussed the pump having a "pre-existing" condition. He said it had not even been discussed. I asked the tech how long he thought the pump had had the issue and he said there really isn't a way to tell and it was certainly possible that the issue had developed within the contract. He left me with the impression that dealing with home warranty companies is difficult to say the least.
So here is what I believe. HSC has tried to be so broad in their language with their contracts as to call everything a "pre-existing condition". In this case, they decided unilaterally that my pump had a pre-existing condition, even though the expert they recommended who actually did the diagnostic did not feel that could be confirmed. They attempted to give me the impression that the tech who did the field service had told them that there was an issue prior to the contract. In this case I feel they were misleading.
The HSC "expert" (person who never came out to the house but must work at HSC as experts have been mentioned in other posts) figured the pump had been going down for a couple of months, probably just a guess, but which again is within the contract period. That person told the service rep that the condition was pre-existing. When the service rep realized that the time frame provided was within the contract time, the service rep tried to change the time period to move the pump issue outside the contract.
I work as an engineer in oil and gas. I have experience with electric downhole pumps. As stated by the policy, there have been no issues with the well that would have damaged the pump. Further, it is not uncommon for pumps to be fine (within spec) for years and to fail abruptly. You will literally produce 42,000 gallons of fluid one day, and nothing the next in the oil field.
There is no evidence, based on what the HSC service tech has told me that this problem can be determined to have been pre-existing. In this case I simply believe they don't want to pay their portion of the repair.

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]

A [redacted] has worked on this claim and spoken to [redacted] and this claim has been resolved.

[redacted]'s claim is taking longer than usual, but this is not due to HSC or any fault of our employees. We have been working hard on this including work that is not our obligation under the contract and it is the manufacturer of [redacted]'s system that is making it difficult and requesting information...

that only [redacted] would have. We have received two identical estimates, and paid for an extra service call, and had two separate companies assess and advise on the situation. We have contacted [redacted] and offered a number of options including those outside of our contract and that would cost us more. We are expecting to hear from [redacted] back soon and to finish and close this claim for good.

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.

Revdex.com:
Although this company continues to misrepresent the facts of this case, and acted inappropriately, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me and the matter has been resolved.  I would like to put this behind me, and I would like to have them set up the repair with their technician that originally diagnosed the issue, and I will accept the $1200 to be paid directly to him.
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:

This has not been resolved.  It is 9/** and again we started a claim on 8/**.  The time taken in the attempt to completely resolve this issue is unreasonable.  The contractor has also indicated that they wish to no longer do service with this company because of their approval process.  We have used [redacted] in the past at a slightly higher rate but they turn requests around in less than one week including AC.  The initial claim was not answered in time because we attempted to allow time for this to be resolved.  Resolved is when the old united is completely restored and nothing less.  When you receive the parts for the heater and everything works, then complete the ticket.  In addition, we are requesting a refund for the unrealistic delay for this contract and the 750 that we lost from rent to keep our tenant from moving.  This company has many Revdex.com complaints as well as with the Texas Real Estate Commission. In the future if something cant be done, say it, don't keep a customer wondering.  Again, thëy went though 3 diagnosis before they returned to the initial diagnosis that it needed to be replaced!
 
 
 
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:

[The business is falsely accusing me for asking for remodeling. Also I DO NOT have more than one account. I have ONLY ONE account. This in itself shows and is a proof that the business is falsely accusing and harassing an innocent customer. This business has made fraudulent claims at the time of selling me the contract and instead of honoring their word are now harassing me.I put two separate complaints: 1. for the low airflow to one part of the house and 2. find and fix a leak in the bathroom. The business rejected both.I DID NOT ask for any ductwork or new ductwork. The technician found that the two fans were not working and said that the airflow issue would be resolved once the fans were replaced. He took the measurements and said that he will send his findings to the business. I did not hear from the business for a week and when I contacted to check on the status they said they have rejected my claim.Please note that I did not ask for home improvement, I asked them to fix the airflow which the technician said would be fixed after replacing the fans.The second complaint I put in was for a leak in the bathroom for which the business did not send anyone to investigate for over 2 months. After multiple calls a plumber was sent to investigate and he said he will send his report to the business. The business contacted back after a week saying that they will not work on the claim since they will have to break open the bathroom floor to fix the problem. I reminded them that at the time of signing the contract the sales person assured me that their company will fix any plumbing issues. At this the agent just brushed me off by saying that they do not know whom I talked to and insulted me. I asked to speak to a [redacted] and the [redacted] was very condescending and totally ignored my repeated request to resolve the issue. I further requested to cancel my account if they are not going to resolve any of my claims, but they still kept charging me for the following months. It is very disappointing that the company is making wrong accusations. The sales agents talk big and give false information to lure new customers to sign contract and when you file a claim they seem to be using one phrase to reject your claim "IMPROPERLY INSTALLED". They have been using this phrase to reject all my claims and in this response they are now telling that I asked for ductwork and remodeling. I had kindly request the business multiple time to resolve the issues but they ignored me. After this I reached out to Revdex.com for help.]
Sincerely,
[redacted]

Unfortunately the information presented in this complaint is not correct, incomplete, and extremely misleading. This customer has signed up with us over 2 years ago to have coverage on this system which had a pre-existing leak. At...

the time, in 2014, HSC sent out a professional technician and it was clearly found that the system had issues due to rust and corrosion and the leak was clearly existing prior to the start date of the contract. The customer was advised at the time that this system is not and will not be covered and replacement options were offered along with courtesies. The customer refused to replace the system and simply filled it up with Freon without addressing the leak. An action which would eventually result in the Freon leaking back out and the same (non covered) issue occurring. Now the customer filed a claim for the same (non covered) system and HSC has sent out a professional technician. The same issue is still there and the system has the same leak and rust/corrosion. The customer was again advised that this is not a covered system/issue, it is the same exact issue from two years prior which was pre-existing which he did not wish to address at the time. Despite all this and it not being covered (customer had other, unrelated covered claims), HSC offered to cover the filling up the system with Freon and even a high courtesy towards replacement. These offers were simple to make a valued customer happy and help him out and because customer service is our utmost priority. We appreciate our customer's feedback, however, we feel it is important for the statements presented to be correct and reflect factual information. This complaint is unwarranted. Should the customer wish to proceed with either of the offered courtesies he may contact our HVAC department and we will be happy to assist.

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:

Now I am called a defrauder, they continue to suggest that I bought the contract with the awareness that the furnace was already breaking down. That is absolutely false, [redacted] dealer stated emphatically that the heat exchange was not defunct broken or leaking, the issue that caused the replacement was that the motherboard was no longer made and these furnaces are all being replaced. We liked the [redacted] furnace and even replaced it with a Lennox.
The technician that they hired did not know the characteristics of that particular machine and was not mislead by me nor did I try to mislead them. The furnace had been serviced by [redacted] two years before and had worked adequately for those two previous years.
They accused me of fraud because they were not willing to provide the service that their salesman so emphatically maintained that they would much rather replace defective parts rather than try to fix them.
They demanded my silence if I accepted the refund and that is what I believe is absolutely wrong because if a business will not fulfil their contract I believe they should bear the consequences.
 
I do have the [redacted] bill with their documentation that it was not a heat exchanger problem but I do not have it as a file I can attach and my time is running out.
 
Thanks
[redacted]
 
   
 
 
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]

This is completely false and appears to be intentionallymisinterpreted by [redacted] himself. He had 2 prior claims both of which werecovered. He then filed a claim for his pool and HSC has dispatched aprofessional technician. He determined that [redacted] needs 9 of his gridsreplaced....

Please note that our contract is extremely clear with no contradictions,and any professional will tell you that. The contract clearly states (under NOTcovered): "filter elements or media (e.g., cartridges, gridsand sand)", not to be confused with actual filters and timers. [redacted]is well aware of this and was explained it in detail as well, all while beingextremely rude, threatening, and vulgar to numerous representatives he spoketo. This is an invalid complaint. [redacted] is welcome to proceed with the workusing our assigned technician and with our costs, however it would be at hisown expense as the maintenance and the grids are not subject to coverage underhis warranty plan.

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 person is responding to my very first complaint regarding the lack of same day service. My biggest complaint and the actual complaint  filed with the Revdex.com was regarding your so called " Sr. Supervisor, Stacy C[redacted]. I stated in my Revdex.com complaint how rude and outrageous  her behavior  was, but I can tell by the slow response to this complaint that excellent or even adequate customer service is of  very little importance to this company. As far as I'm concerned this complaint has not been resolved because it hasn't even been accurately addressed.]
 
 
 
 
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:

None of this is a misrepresentation of facts. They [the facts] were stated just as they are/were. As I stated before, there were/was no preexisting issues with the furnace. It was working just fine from the time of closing through mid-February 2015.I closed on the property on 12/**/2014 and filed a claim mid-February (in the dead of winter- when furnaces are needed the most). I did an authorized replacement of the part  [using an [redacted] company in [redacted]] because you (HSC) were not going to replace it (nor in any timely manner). As stated, there were no pre-existing issues with the unit such that it was in fully operational upon closing of the house.Furthermore, why would anyone buy a house with a furnace not working? The unit was not falling apart, not deteriorated, and certainly not rusted out. The plates and all information was clearly visible on the equipment, and your attempts to state that they were missing or worn off is itself, a misrepresentation of the facts. Nothing on the former unit was replaced by the customer (me), another false statement made by HSC. Regarding the inspection request, I did not have a copy at the time of request. As well, the HSC website clearly states that no such inspector is required. Quoting from the HSC website, “[redacted].” Therefore, the need or request of such inspection should not even come into play at ANY point in this. As shown throughout this process, this is another misrepresentation of the facts, and services provided by HSC.  As well, this is false advertising on their behalf.I certainly knew and know of your services and policies: such that you’re a home warranty and your position is to do exactly what you were requested to do- until you didn’t.The real estate company never stated that HSC would cover this replacement of furnace.This is another false statement from HSC. In reality, why would another company (the real estate company) make claim as to what another company (HSC) would or would not do? There is no corporate association or B2B agreement for services between these two entities aside from the purchase of this home warranty.Moreover, the fact that you’d suggest that a real estate company would have to deal with repairs is ridiculous (this is in reply to your last message). This doesn’t even make sense.The offers to keep or cancel the contract is true. They stated that any further [redacted] (now replaced) issues would not be covered. At this point, I consulted legal council for this matter. From the time that I would not agree to cancel the contract nor save it (why save a contract where there are such large, albeit new [[redacted]], exclusions).Throughout this process, HSC would call and and leave voicemails that were deemed urgent and to return their phone call. Upon doing so, they would scream through the telephone at me (their customer) to withdraw my Revdex.com complaint.HSC was not wronged in any way, but they should be held accountable for what they proclaim to support via a warranty; homes.Any attempt at contact me was requested to be done through my attorney, however the HSC has failed to understand the proper course of action when legal council is involved. As well the “long time now” was only three days.There is nothing baseless in this claim and all of it is entirely true. I have a feeling that HSC receives plenty of these types of complains as all of their staff is rude, incompetent and their entire business is a fraud and a farce. Their work is to bully customers out of money and operate in no effort to actually be a home warranty. Their contract is illusory and provides them an easy way out of these types of situations. I will extend my reach of communication from beyond the Revdex.com and let the masses know to avoid this company.From reading this [redacted] post ([redacted]) it seems that they deal with their customers in the same manner (threaten, bully).
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Customer's account was cancelled and refunded per his request on Monday, March **2014. Transaction ID for the refund in the amount of $36.95 is [redacted]and was processed yesterday (3/**/14). A day after his contract was supposed to have started. Customer called to confirm today and was advised that he...

is already not in the system and does not have an active account as it was cancelled and refunded per his request and that he can check with his financial institution to confirm the credit was processed. He may not see it in his statement right away as some banks take a few business days to reflect credits/charges made to an account. Uploaded please find a copy of the transaction for the refund with the above mentioned date, ID, and amount. Please remove this complaint from our record as it is completely unwarranted and incorrect. Please feel free to contact me if you have any questions or require any additional information regarding this matter. Thank you

This case 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:
 
[Apparently you have not read my complaint or you are just focusing on what you would like it to say.  All along my complaints are the same.1.  The time it took to get a repair2. The fact that the customer service NEVER called to update me (the customer) throughout this whole thing.  I had to make sure and call everyday to see what was going on.3.  The price difference. $3550, however I was informed that was the price quoted but that was the price I was told.After reading the responses from the HSC I can tell they won't see the issue and this won't be fixed for the next customer.  It is very unethical for a company to give a quote on a price of AC when I was informed it wasn't going to cost that much.  When you increase the cost on the end of the customer then yes it is unethical.I guess that tells me all that I need to know about this company and I will not be using them anymore.  I wished they understood that as a customer you want service in a timely manner and a good price.  Not to be informed that the cost is $3550 but then informed by a technician that the price given isn't what was quoted.  We can argue about it all day.  I just don't want another person to have the same issue with this company that I am having.  You can make every excuse you would like about the time it took to repair and explain it was a holiday weekend.  I work in healthcare and could make every excuse as to why we are too busy to get things done also, however it may cost someone their life and there is no excuse.I have nothing further to add and can tell that this company doesn't care how their customers feel because they are justified in making excuses for poor customer service.  I am done with this back and forth because it has accomplished NOTHING.Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Fantastic company and customer service.

We have shown that this is completely not true. Please see our previous responses. No new info was presented and nothing to do on here. HSC has done and offered much more than supposed to and this case is considered closed.