Home Service Club Warranty Corp

The statements in this complaint are blatantly incorrect and thiscase is already being reviewed for fraud. Customer filed a claim for a fullyworking system just to get a replacement. We do not provide such services. [redacted]
[redacted] signed up to get his air conditioning system replaced. He filed...

a claimand HSC fully approved and took care of it. Months later when he knew he wasgoing to expire, the customer filed another claim. HSC sent out a technicianwho inspected and diagnosed the entire system and stated that he found nothingwrong with it and the prior repair was good and unit was fully operational asit should be. No repairs, warranty or other, were needed. Technician alsostated that the customer told him that he just wants HSC to give him a newsystem. HSC went above and beyond its contractual obligation for this customerand [redacted] refused to pay for the false service request and has anoutstanding balance on his account. His contract is also expired and he is nolonger a customer of HSC. This is a false complaint with suspicious intentions andwill be reviewed and handled accordingly. This case is otherwise closed.

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.

They are expensive but its worth it. Im paying a couple of hundred more a year for a very large plan than with my last company, but they cover more and the service has been second to none.

The information provided is completely incorrect and, it seems, a blatant attempt at fraud. [redacted] and [redacted] moved into a house with issues and were renovating it. In fact there were contractors there, renovating and remodeling the home at the time our technician was there for service. This is a violation of our policy as we are NOT a HOME IMPROVEMENT COMPANY NOR A REMODELING COMPANY, but rather strictly a warranty company. This is not what a warranty is for, by definition, and we have requirements and a contract outlining our and our customer's obligations to each other. The issue [redacted] had was existing prior to the start of the contract, they moved into a house where no ceiling/exhaust fan were working (in fact all 3 in the house had to be replaced). This was stated by the customer and confirmed by a professional electrician that we sent out to diagnose the problem. This is not a covered issue. [redacted] changed their story and complained because they wanted us to pay for their remodeling and renovations that they were doing to their home. Despite it being not covered, we approved the maximum coverage of $500 for the specific category/issue that [redacted] filed a claim on. [redacted] then sent us a picture (as they provided here) showing that the work done by the tech we sent out was not acceptable and they wanted it fixed (there is a slight gap from the sheetrock to the fan – a problem that can be corrected for less than $50.00). We do not know if that is the work our tech did or something that was already there or was done by the customer or their hired contractors. However, we again took [redacted]'s word for it and said we will work with them to get it resolved. The
resolution to get the job finished was a small patch up job, or at the worst, exchanging the already brand new fan with a different, slightly bigger one. [redacted] said he will ask his contractors already working on their house to patch it up and if they would do it for free, which was the likely scenario as it’s a small and quick job, then it would be fine and he would be happy. But if they would charge him, then he would let us know what that charge is prior to doing it so we can approve the charge for the work prior to it being done. [redacted] then proceeded to remodel and completely renovate numerous parts of their home, doing a ton of work (ceilings, sheet rock, walls, all the fans, painting, etc.) that is not covered by a home warranty contract, and has nothing to do with us or a warranty at all, or the work that our technician did, and proceeded to send HSC a bill for over $3000.00. A $50.00 worth of a small bit of work for over $3000 = fraud. This attempt to fraud our company and [redacted]'s attempts at disparaging our company are unwarranted. We spoke to [redacted] and resolved the issue and agreed that we will, as a courtesy, send him a check for another $1000.00 on top of the $500 we paid for the original job (already maxing out the coverage for ceiling fans by that time) and asked the customer to remove the complaint with the Revdex.com and say the issue was resolved. Upon receiving a notification that the complaint was still not resolved, we submitted our response stating that this was resolved. To which we, today, received the rejection herein. [redacted] did not receive the check as it takes approximately 14 business days for processing (standard procedure for customer courtesy payments). However, at this point our Legal Department together with our Fraud Prevention Department has frozen all actions on this account due to fraud and for review. We have made numerous attempted to contact [redacted] so that we can put our previously verbal agreement in writing, to prevent any further mis-communications, mis-understandings, or attempts at fraud, but have not been able to reach the [redacted] at all. We are requesting that this complaint be closed and removed from our account due to fraud and breach and violation of our contract policy. Should the [redacted] choose to proceed with our previous (verbal) agreement, then we would need to communicate with him and put every detail of the agreement in writing and to be signed.

Good overall experience with my claim. Man came by took apart my washing machine, called the warranty company after about an hour, had to go get a part, came back coupld of hours later and fixed it. Not much different from how I did it before but they took care of the process and the repair.

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]
Thanks you for the quick response from HSC and Revdex.com.1.  Had been waiting for a long time (70days as of today Dec [redacted] 2014). How do HSC resolve such issue?2.  Please let us know the date when HSC would bring back the dishwasher to working condition?I had been told that the dishwasher would be fixed in 2 weeks and then changed to the week of Thanks giving (Nov **) and then indefinitepostponed. It is clear to me that the HSC is not sure when this would be fixed.3.  HSC has mentioned the part is on National backorder.  Are you sure that this is the only issue and would I be in a situation where issue is on part A and you are replacingpart B for example?I am paying the insurance and not getting any value for the best policy which is offered by [redacted] (ComprehensiveCoverage). But now am worried with this insurance due to the loop hole they are using to avoid coverage in case of issues.4. Can HSC please let me know after how many days wouldthis “LIMITS”  kick in.Quote: On the Contract page 6 of 11  item 15    LIMITS: HSC will pay up to $650 per contract term for access, diagnosis, repair, or replacement of a covered dishwasher. 5. Let us avoid any misrepresenting and misquoting the contract. Can HSC share the public version of my contract [redacted] to Revdex.com.org <with out customer personal info>?Thanks Again,
 
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.
Sincerely,
[redacted]

Fantastic company and customer service.

Make sure you read the contract to the fullest. This company seems to cap everything they pay out at $500, less the service call fee which makes no sense.
My water heater was broken and their service person came in and said it needs to be replaced due to age and the quote was $1900+. The unit itself for a direct vent water heater is $900, installation labor separate. Paying only $500 comes no where close to covering the cost - what is the point of having this warranty then.
Also, paying $500 contract limit less the service call fee makes no sense since they make you pay the service call fee directly to the vendor, then why deduct it from the cap amount as well?
I am cancelling my service, lets see how long they take to give me my money back. Piece of advice, never pay the amount in full, use monthly payments so you can stop the payments when they don't honor their word.

We request that this case be removed from out public record. This customer's account has been cancelled and refunded due to fraud. There is nothing to do here and this case has been closed. The last "rejection" further shows that [redacted] refuses to send an inspection report and assumes what HSC's job should be despite what our contract and services actually are, and simply continues to prolong this complaint that should have never been here to begin with. This is now submitted to our legal department for any further dealings.

This claim was processed and was worked on and the customer received correct updates when inquiring. Unfortunately not every single claim can be assigned immediately and we apologize for the slight delay. Some areas are more difficult than others and we do rely on local service providers in the...

customer's area who at times may be booked up. While we try to get every claim assigned as quickly as possible, and are known to be very fast, such success is not guaranteed and at times it may take a little longer. This claim has already been assigned and a technician has already visited the location and diagnosed the system. Thank you.

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]
 How can this company possibly know that my furnace is working or not if they have not even seen it? They cancelled me based on an assumption. We are not in the middle of a heat wave in the summer, we are in the Fall and the temperatures are in the 70's and that is when I always turn my heating system back on to get it started for the winter and up and running efficiently again, and replacing the filter. Where in this companys policies does it state you can only request service for particular items during that items 'peak' season?  So in other words if I had waited till December in the middle of a blizzard to request service on my furnace I may or may not have been covered at that time. I will be seeking legal action against this company based on their unscrupulous and deceptive practices.
 
 
 
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:HSC has not offered a solution to the problem. We require HSC to either: 1. Issue a check for a refund of the full contract price $682.80.2. Issue a refund in the amount of: $469.50. Which includes: a. refund for our inspection fee of $90.00. b. refund of $95, (we paid $220 to have the unit hooked back up to the fuse panel left by the tech HSC hired) subtract the $125 deductible stated in the contract. c. Cancel our policy and refund the prorated amount of $284.50 for the remaining 5 months.We are hopeful that this situation is close to being settled.Our intention is to resolve this claim and to recoup lost money as a result of having HSC as our warranty company.At this current time HSC has not resolved our issue.We request to be treated fairly and with respect as there is no reason to make dubious claims and to be unprofessional in discussing this matter. The facts as HSC claims are unfounded and not valid based on the simple fact that their tech did not accurately diagnosis a simple problem to begin with - that no power was reaching the unit. Also a second and independent licensed professional noted in writing that the unit is in good operating condition with no corrosion found which is opposite of what HSC claims. Since then, our AC system has been working properly and is in good working order. It is clear we have proven that the HSC contractor: [redacted] repair tech did NOT find the missing connection to get power to the AC Condensing Unit. Attached is the invoice from [redacted]. that we hired that clearly states "1 Wire Not Connected to Breaker" and "Reassembled Condenser" and "Installed Condenser Wire Cover" and "No Corrosion Issues with Condenser". Again, this proves that our AC unit is not in fact broken. So, for HSC to say that the AC System is not being covered for "numerous and major reasons" is preemptive and invalid; it is only the opinion of the warranty company and not of the professional HVAC contractor, otherwise there would be clear technical issues brought forth, but unfortunately there are none.If our unit was as bad as the [redacted] repair technician claimed, the company we called would have found the same problems and listed them.  However, not one of the problems their technician was observed by ours.  We also used a reputable company to look at our unit. We understand our unit is old and would not have been surprised if the company we called would have found some of the same problems, and we would have purchased a new a/c unit. However, that was not the case. We do not know if this was a new, inexperienced technician that [redacted] sent out, or what the issue may have been.  Although we regret this situation and hope HSC will do the right thing, we have clear proof that our AC unit was and is in good working order as a result of a wire not being connected in our breaker panel. Any other claims about our system are baseless and lacking any real proof. It is insulting that the HSC representative [redacted], accused us of having a company come out and "rig" our unit.  The e-mail sent by [redacted] was accusatory and lacked customer service.  Stating that their company has gone "above and beyond" is laughable. [redacted] sent out a company that couldn't even find a simple error of the electric wire not being attached in the breaker, then [redacted] contacted that same company to get me a quote for replacing my a/c unit.  [redacted] further replied to my e-mail in such a manner that he should be retrained in customer service.  I don't understand how any of that is considered going above and beyond.We are more than happy to have HSC make good on rectifying this particular issue.   HSC should have sent out a second tech from a different company to validate the claims made by the first one especially when we, the customer, brings these concerns to your attention. This may have solved our situation. The differences between the company we hired and the company HSC hired to inspect our unit and tell us what was needed are drastically different. When we called our company to come out, we simply asked him to look at the unit and tell us what needed to be done. We did not tell him to inspect it for repair or replacement nor did we tell them what the previous company stated was wrong so we could get an unbiased determination. HSC agreed with us when we stated we would have other companies come out to look at the unit. We respectfully request the Revdex.com and The Home Service Club to closely look at the facts presented and resolve our case. Sincerely,[redacted]

Thank you for your reply. The contract is available to our customers as soon as they sign up and to all potential customers when they request a quote before they sign up. Our sales representatives are there to answer any and all questions our potential customers may have and to explain it to the best of their ability. It is not practical for them to read over the entire contract. We always strongly urge all customers to go over their contract and ask us any questions that may come up. You can, most certainly, cancel at any time. Early cancellations, however, are subject to the cancellation policy as stated in the contract. We are happy to waive the cancellation fee and cancel the contract early, however the cancellation policy is there specifically to protect our company from people who sign up, get an expensive repair done, and then cancel. That is not a service that our company provides as we are strictly a home warranty company and do not provide home improvement services. As a good will offer, if [redacted] wishes to cancel his contract, we can waive the cancellation fee and split the repair amount HSC paid on the claim with [redacted] 50/50, and apply the premiums paid towards his portion to lower their cost. Should [redacted] accept our offer we would need to have a written agreement signed to that effect. Should [redacted] wish to keep his contract, we will be happy to proceed with it and have offered, as a one-time courtesy, to waive their next deductible on whatever the next claim may be. Thank you and please feel free to contact us directly at ###-###-####.

When placing a service call this morning I found that I had no coverage. HSC was called out for one repair in a year. They placed some freon in my air conditioning unit and then quietly stopped charging my card for the monthly premium. They claim that it was a one year contract and that I didn't call to renew. I didn't notice that the premium was no longer on my statement. Their contract states: (A renewal of a previously issued contract will have no lapse in coverage provided required payment has been received by HSC prior to the expiration date of the previous contract.) What company doesn't send a renewal notice by email, mail, or a phone call? It's now 93 degrees in my home and I have no warranty on any of my appliances or systems.
I believe that their service man found a problem and rather than fix it HSC told him to put a band aid on it...then they dropped me without a word.

This information is completely false and the complaint completely unjust. Customer filed a claim and we sent out a very reputable and honest mechanic. Upon inspectin and diagnosing the system, he found that [redacted] has an approximately 8-10 year old Goodman condensing unit outside,...

a much older 20 year old Lennox coil on the inside (not [redacted] as [redacted] is claiming), and a new 2-3 year old Trance furnace. 3 parts and all 3 different brands. This is like having a toyota engine in a honda, neither were designed to work with each other by their respective manufcaturers. This is clearly outlined in our contract, in numerous places, as not a covered parel as it is a mismathed system. In fact, we require that when a customer signs up with us, that all systems are installed and operating properly to the manufacturer's originally intended design and specifications. The inside 20 year old coil is what was leaking and needed replacement. We covered and paid hundreds of dollars to add refrigerant to [redacted]'s system to get him up and running in the meantime, despite it being not covered, wrote it off as a loss/customer courtesy, and advised him that the system he has is not subject to coverage under the contract and he will have to replace it with a correct coil, or replace the entire system. Technically this voids the contract and it should have been cancelled and [redacted] would have to pay back the money we spent on his claim(s). However we let him know that we will keep and honor the contract, and gladly pay the money we paid for the refrigerant, but his AC system is not covered. The information he is providing is simply totally false. As a good will we are still offering to honor what we originally told the customer, but he would have to sign an agreement in writing before we can do that.

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:

HSC offered me two options as described in the email below:[redacted]
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My response to HSC email is as follows:
Hi [redacted],
I spoke to [redacted] and was told the the unit is under warranty and that any licensed technician can pick the coil at their distribution center by giving them the serial no.  No other documentation or information is required.
Based on this information, your technician, if he is licensed, should pick up the coil  from the distribution center and proceed with the repair as we discussed.  The serial no is [redacted].
Please let me know when the technician is showing up at the property to do the repairs.
Thank you,
[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 have determined that my complaint has NOT been resolved because:

 It is truly unbelievable that a company would attempt to allege misrepresentation of one of its customers to avoid paying a claim with absolutely no basis of its accusations.  There was no pre-existing condition regarding this claim for an air conditioning unit repair and no misrepresentation.  Our home was purchased in January of 2015 and from the date of purchase was covered by a home warranty plan and has continued to be covered without any lapse in coverage.  The decision to purchase coverage by the Home Service Club in January of 2016 was done so because their rates were less than what we were then paying and the coverage was the same.  The heating/air conditioning unit has always been fully operational and the air conditioner has continued to be used as needed during periods of warm temperatures.  It was used all last summer and since then when it was warm, especially in March and April of this year until it developed a problem.  The Home Service Club sent a technician from "One Hour" who was not able to make the repairs as parts would be needed.  When we contacted the Home Service Club about the repair we were told that it would not be covered as there was a pre-existing condition.  When I asked how they determined there was a pre-existing condition Stacey C[redacted] (supervisor) said it was based on "professional opinion."  When I asked whose professional opinion, she said it was their technician's opinion.  When I called "One Hour" company who had responded to the service call, the owner told me his technician has never spoken with anyone at The Home Service Club and there has never been anyone else who has since been at the property.  The owner of "One Hour" said he contacted the manufacturer of the air conditioner who verified that the parts to the unit are still under warranty.  Therefore, any costs for repair would just be for installation.  Stacey C[redacted], supervisor, was very rude and proceeded to talk over me loudly to the point of yelling at both my husband and myself during phone calls.  She was yelling in an attempt to get her point across that there was a pre-existing condition, although she could not give any basis or reason for that opinion.  When I would ask her to explain who or where they got this so-called professional opinion is when she started yelling.  I don't think she realized that this unit was continually covered under a warranty and there would be no reason to "sign up with a bad system with an intention to get it replaced" as it has been alleged, when in fact it has always been covered, since the home purchase in 2015 by a warranty plan.  That just wouldn't make any sense.  During one phone call my husband was offered $520 by Stacey C[redacted], supervisor, for the repair, estimated at $1600, which has been rescinded by this company because they now call it a courtesy that they no longer intend to honor.  I do not cheat anyone and I do not like to be cheated.  I am a nurse and have made it a career to help others.  It is very disheartening when a company that was paid for a service would turn it against a person because they had a claim and be accused of misrepresentation.  There is something really wrong with a company an people who work there to stoop that low.  This company is responsible and should make the repairs as needed. 
 
 
 
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:

[Your Answer Here]
I have an email dated 11/**/2014 from [redacted]... (Name withheld) a welcome letter.  Please see The contents of the email:
         "   Welcome!
Hey **,     It was a pleasure speaking with you today, below please find my contact information please feel free to contact me personally I'm always here for you looking forward to being your [redacted] here at The Home Service Club, and providing you with the best in home warranty service".please note the date of 11/**/14, when my contract started, and premium was paid. There was a waiting period of 10 days, there warranty became effective on 11/**/14. I was told by [redacted].. (Name withheld, I can provide the name of all the people I spoke to, if needed), that if any issues comes up with appliance and the system, it will be taken care of.  On 12/*, I changed the temperature on the thermostat, and all of a sudden, cool air started coming. Just a coincidence. Thermostat was still on heat. I called someone immediately to look at it, he said gas valve is bad.  Note this happened 3 weeks after the welcome email received on 11/**/14.      Next day, I called The Home  Service Club on 12/*/14, tech came on 12/*/14.  He said that gas valve and motherboard need to be changed. How can  we live in freezing cold weather from 11/**/14 to 12/*/14, that is 3 weeks. If my system was broken I would have called on  11/**/14 when waiting period was over. Tech came on 12/*/14, I told him that " I called someone to look at it yesterday, he said gas valve is bad. I did this because I  thought I Will save $125 service fee. System was working perfectly fine until 12/*/14 morning
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]