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:
We are being bullied by this company and threatened that we will undergo a "fraud investigation" because of an honest claim we submitted under our CONTRACT with this home warranty company after a malfunction of our boiler.  It is unfortunate that our boiler developed a carbon monoxide leak one week after going under contract with this company, but this company is now trying to cancel our contract because they do not want to be responsible for the repair of something that THEY AGREED TO COVER per OUR CONTRACT.  The customer service agent even admitted via telephone that if this had occurred 1 month instead of 1 week into our contract, the repair would have likely been covered.  How is that not suggestive of fraud on their behalf? Per our contract, there is no statement that says we cannot submit a claim within the first week of the contract and we had absolutely no control over the fact that this CO leak occurred within this early time frame of the contract.  THE WHOLE PURPOSE OF GETTING A HOME WARRANTY WAS TO COVER THE REPAIR OF AN ISSUE WITH OUR OLDER HOME, WHICH THEY UNDERSTOOD AND ACCEPTED WHEN THEY AGREED TO COVER OUR HOME PER OUR CONTRACT (with full disclosure/public record of the age of our home).  They are demonstrating poor business and are illegally trying to back out of a contract by using terms such as "pre-existing condition" and fraud investigation when really they simply do not want to have to cover the repair because of its expense. This was NOT a pre-existing condition, and although the boiler is old, it was in good working order for the year we owned the home with no evidence of a carbon monoxide leak at the time of home purchase/home inspection and contract initiation with correct installation of carbon monoxide detectors since home purchase.  I am a physician and would never leave my infants in home with a heater running and a CO leak just to fraudulently submit a claim under a new home warranty contract.  I can provide written proof of the fire department response that was made to my home on 3/**/16 after my CO detector first alarmed, and can provide proof of the good working order of our boiler per our initial home inspection and subsequent servicings of the boiler since home purchase.  If this company is in the business of not wanting to provide warranties for older homes with older equipment in working order at the time of purchase and at the time of contract, THEY SHOULD NOT AGREE TO GO UNDER CONTRACT WITH PEOPLE OWNING OLDER HOMES.  We were mislead when we went under contract with them, and consumers need to be protected from this company.  Consumers should know that this company will immediately withdraw and backpedal from a legally binding contract if a repair has to be made that they suddenly do not want to provide coverage for, and this claim should most certainly remain visible to consumers through the Revdex.com website.  We will be pursuing legal counsel to review our contract and to work with this company to resolve the issue, but I believe that this company cannot simply nullify our contract based on the grounds that they are arguing.  In addition, the emotional distress that this company is imparting on myself and my husband and the bullying that is occurring by threatening fraud investigation and other legal action is sickening and should be made available to other consumers thinking about engaging in business with this horrific company.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 The business has greatly exaggerated their efforts and have failed to address the customer service short comings in the delayed response. If they offered to help cover replacing the unit 2 years ago I would have accepted it. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: Recently had to have upstairs heating and air units replaced in home. Was told that [redacted] would cover $2500 less than the deductible of $125, so the amount would be $2275. 1). Well we had to pay the $125 out of pocket so why would they say they would pay $2500 in the first place. 2). The technician told me to increase the quote but not to tell me the amount ([redacted] told me due to legal reasons they weren't allowed to tell me the amount the technician quoted them). 3) The technician said [redacted] would put the amount they would cover on a credit card for him. The technician told me that it was not the full amount and through me asking him questions (he wouldn't tell me directly) [redacted] paid about half of that amount. which was about $1250.

[redacted] kept lying to me over and over. Today I canceling two of my contracts (I cannot cancel this one until October **, 2015). They didn't even try to keep me from canceling, didn't' even argue or deny regarding the reason I was canceling.Desired Settlement: I want to be reimbursed for the additional about of $1250 that I had to pay the technician for the job to be done. I want to know the total amount that the technician quoted [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is more than satisfactory to me and the matter has been resolved. I have renewed all of my contracts with this warranty service and am very pleased to be doing business with them again. I could not be more happy with the way they treated me, with the way the responded and with the resolution they provided. They deserve an A+ rating.

Sincerely,

im not sure what to write here but all I do know is that when I had an issue with my doorbell they had no issue sending a tech to fix my issue that same week it was great hassle free

Review: Total scam company!!!!!

My washer broke..they assigned the repair guy who took the $125.00 service call fee then wasn't able to repair the washer and suggestions HSC to get the replacement washer for me. Then HSC made me wait over a month for the reimbursement for the washer and finally they called me let me know that they would reimburse $200.00 towards to the replacement washer. Hilarious!!!! I originally paid $1400 for my washer and yes it has been used not new anymore but they would cover $200.00 (minus $125 service call fees that I already paid the repair dude that means I am getting ONLY $75.00 for the reimbursement.

HAHAHA!!!! Found out little too late that this company is a JOKE!!! But better late than never I guess. Hopefully nobody will falling for their scam advertisement like I did.!!!!Desired Settlement: Original price for my washer : $1399.00

Reimbursement for the replacement should be at least 70% of the price that I paid.

Business

Response:

The information in this complaint is incorrect and is based on a misunderstanding of coverage and services we provide. However thisissue has already been resolved as a customer courtesy. Customer had anon-covered system. Regardless of the situation, a supervisor has spoken to thecustomer and offered a large sum of money as a courtesy to the customer to puttowards the unit replacement including an extra courtesy on top of the originaloffer. Customer understood and agreed and check#[redacted] ison its way.

Review: I purchased a home warranty from The Home Service Club on as part of my purchase settlement, closed on July [redacted]. Only July [redacted], after working correctly for 2 weeks (and receiving a passing inspection report), my air conditioning condenser unit stopped functioning. I placed a service request that day with HSC.

After not hearing anything from the company by August [redacted], I called to inquire as to the status. I was told it was "in processing" and that I would be contacted shortly. I called every day between August [redacted] through August [redacted] (yesterday) and never received a return-call, an estimated time of completion, or any details about my case. Meanwhile, I've been forced to put up with 100+ degree Texas weather with NO downstairs air conditioning.

Finally, after being strung along with zero information for nearly 2 weeks, I received a call this afternoon (August [redacted]). The company has concluded that, despite the inspection report I provided indicating otherwise, this was a "preexisting condition" and they wouldn't cover any of it.

As stated earlier, I have documentation proving that the system met specification prior to my contract start-date. I've contacted several local A/C specialists and all agree that, in their professional opinion, this does not qualify as a preexisting condition. Regardless, The Home Service Club refuses to uphold their end of the contract. Meanwhile, my family is forced to continue to endure dangerous temperatures until this issue is resolved.Desired Settlement: I expect The Home Service Club to uphold their contractual obligations in a timely manner. I have corroborating evidence to support the fact that they are obligated to replace my A/C Condenser unit, as per the warranty agreement. If this is not completed quickly, I'll be forced to fund a replacement on my own (due to the dangerous heat conditions). If this happens, I expect HSC to reimburse me the full cost of said unit and it's installation... as well as to cover any residual damage that my home has incurred due to the extremely high internal temperatures.

Business

Response:

While we appreciate our customer's concerns, this is simply amis-representation of facts. Customer signed up in July for a house that soldon 7/**/15. On 7/**/15 they had 2 unrelated claims and HSC sent out techniciansfor both. Customer was advised and well aware that we are strictly a homewarranty company and do not cover any pre-existing conditions, which arerelatively common with new home buyers who move in and discover that there areband aids and not fully functioning systems in their new home. The airconditioning system had electrical issues with the compressor which initially causedthe motor to stop. Our technician attempted to repair it and changed out themotor at no cost just as a courtesy to the customer to get them up and running.This is a top rated, very knowledgeable and good technician who has beenworking with us for years and knows that his opinion is valued here at The HomeService Club and that any good faith decision he makes on the spot would beapproved or considered by HSC (and the same technician who the customer woundup using for the work on their own later anyway). Unfortunately despite thesegood faith efforts, the initial issue was not with the motor and stillremained, causing the compressor to go out. Customer was advised that this is aclear case of a pre-existing condition as the unit was not operating tomanufacturer's originally intended design and specifications which is requiredfor warranty coverage. Originally the customer was upset, which we are verysympathetic to and understanding, as we know that it can be frustrating to nothave air conditioning in the summer especially in a brand new home you justpurchased. However, the customer later apologized for the language andtreatment used with the representative working on the claim and asked if thereis anything we can do to help. Despite the customer not qualifying, therepresentative did obtain an approval for a courtesy towards a full systemreplacement. The customer wanted the courtesy but did not want to replace thesystem which is the proper decision in this case. Instead, they wanted toreplace only part of it and stay with an old and now obsolete system whichstill uses the outdated refrigerant which will soon become obsolete as well dueto the new laws. Even though the issue not being covered as per the contract,and the special courtesy obtained without qualifying, the customer decided togo with the partial and professionally not recommended band aid repair and theagent helping them was still able to offer a $500.00 courtesy toward this job.The customer originally accepted the offer, but then declined and proceeded toslander us online posting duplicate reviews under different e-mail addresses,further proving their fraudulent intent. This account was flagged andwill be reviewed. Should the customer request any courtesy offers, and shouldHSC approve them, a signed written agreement will be required. At this point,this is a false complaint without any factual basis and due to emotions of thecustomer.

This is my second year as a customer and the first year I had 3 claims at each claim the company made efforts to provide me with fast response time and the repairs where completed fast. The service experience has thus far been better then I expected. Every time I have called each person that I have spoken to has been professional and nice. I'm happy I changed home warranty companies and got the home service club.

Review: Not sure which category to file this under, but here is the gist. When I bought the Home Service Warranty for my home, their website gave me the impression that after a deductable fee of $125, all repairs for covered items would be paid in full. Nowhere on their website were any disclosure of maximum amounts or limits on the item under repair. I have a leaking hot water heater. I called HSC and they quickly dispatched a service men to my home. He looked at the problem and his diagnosis was to replace the unit. I found out the cost of repairs was going to be $2500, but HSC had a limit of $500, minus my $125 fee or $375, which doesn't even cover the cost of the tank itself. This basically makes this whole policy useless. Having a limit of $500 on a home item that is at the minimum $800 to $1200 just for the water heater alone is misleading. Everywhere on their site, claims of not having to worry about the repairs bills, I now find this is a very limited plan and not worth the $800 I spent on it.Desired Settlement: I would like HSC to honor the intent behind their Web Site advertising and pay for the replacement cost of my water heater, minus the $125 fee they quoted. I am using their service guy and taking his recommendation.

Business

Response:

Unfortunately what [redacted] has stated is simply incorrect.All categories do have caps as is the standard for all companies in the industry.HSC has some of the higher overall caps among home warranty companies. Nowhereis this misleading and the sample contract is available to all potentialcustomers before they ever sign up. [redacted]

[redacted] has initially obtained a quote and had the sample contract available inmultiple places. He also spoke to numerous sales representatives who are awareof the information. The misconception that the coverage is unlimited for such alow monthly premium is simply false, unwarranted, and incorrect. [redacted]'s claim was accepted, processed, diagnosed andapproved for the maximum annual amount allowed. HSC has done nothing wrong andhas provided good service. [redacted]

[redacted]'s numbers and self estimates are also incorrect and are in no wayindicative of what HSC's policies and contracts should be. HSC has doneeverything it is contractually obligated to and that we promise to ourcustomers. Should [redacted] wish toproceed with the claim he can contact our customer service department and our representativeswill be happy to assist him. [redacted]

[redacted]'s contract is available to him 24/7 online and has been since before hewas ever our customer.

Consumer

Response:

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]

My point is this; on their website, they claim that a homeowner should not have to worry about costly repairs. s you can see in the attached, the warranty didn't even cover the cost of the service, never mind replacement item and materials. $500 limit on this item is way too low. Secondly, if you don't know to ask what the limits are, then finding that information is only readily available to you after you have a contract with them, not before. This practice is misleading at best.

Yes, today I am a more experienced consumer on Home Warranties and will try to avoid such costly mistakes in the future. I do think business such as these should be more up-front about the terms and limits and what the actual costs are for repairs. Another example, if I had to replace my AC unit for whatever reason, the $2000 they allow, would again, only cover 20% of the cost. My plumber - sorry, their plumber told me that! The other point here is they allow for up to $500, but then take your deductible from the $500, so you really only get $375. This make the warranty policy a joke at best.No further action is required by Revdex.com. HSC has agreed to pay $500 on my claim. I will not be renewing my policy with them.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I called HSC on 06/**/14, because my A/c was making a noise, asked if I could have service on Saturday so I wouldn't have to take off work.. I was told somebody would call me. I waited around all day Saturday and no call, Monday afternoon I called them.Got home from work and at 6pm I got a call from the service man that he was coming over. I waited and waited, finally got a knock at door and service man standing there telling me my unit was dirty and fan blade was cracked, he said he was going to get in touch with HSC to see if it was covered, the next day Serviceman)[redacted]) texted me and said I can pay him and I can fight it out with the warranty co, I said that's not how it works. I called HSC to find out I was denied coverage, for reasons I did not understand, in the mean time this man ([redacted])is sending me text after text! The following Monday got a text from [redacted] saying it a hot day to be without a A/C and I asked him what he did and he said he took my fan and motor out of A/C to fix it. I did not give him permission and I don't think neither did HSC, 11 days I was without a a/c, I'm 59 and take 3 different types of high blood pressure medicines. called the police to let them know my a/c was stolen, had to go to police station to look at pictures to identify My [redacted], when I did the police told me he had 3 felonies on him and ones for weapon charges!! HSC said they screen ALL there service people...they did not screen this guy very well, if they did a police check on there service people before they send them out. Now I had to pay 500.00 to put a new motor and fan in.. Mt a/c was working again after [redacted] cleaned it, no more noise...HSC denied paying [redacted] for cleaning, [redacted] climbed over a locked fence to steal my A/C then sent me 27 pages of text messages, trying to blackmail and treated me into paying himDesired Settlement: I want my $500.00 dollars back thet I had to pay to fix my a/c, Plus I want $56.00 to put a motion light out side cause [redacted] knows where I live and now I'm scared, Cause I'm a single woman and live alone...I was on 2 high blood pressure med until all this is going on the dr last week put me on another high blood pressure med guess its from all the stress I've been under with all this going on, plus I've also have headache almost every day, and its all because of the stress I'm under

Business

Response:

[redacted] signed up with HSC on June [redacted] for issues that we do not cover. Her AC system was not maintained and dirty/clogged causing it to not work properly. The fan was working but had a physical crack in it. Shortly after she signed up, [redacted] filed a claim and we sent out a technician. Upon receipt of the correct diagnosis, we advised [redacted] that this is a maintenance issue and she just needed a cleaning of her coils and her system and we, as a warranty company, do not cover nor provide such services. She was also advised that physical damage is not covered and neither are issues that exist prior to the start date of the contract. She was explained exactly what a home warranty is. When she understood that this is not the services that we provide and that we will not be covering it, [redacted] requested to cancel her contract. Before the end of June, just 18 days into the contract, [redacted] was already cancelled and refunded in full per her request and no longer an HSC customer. The technician wsa advised and KNEW this was not covered and not approved. [redacted] was also advised and KNEW the same. This is as far as HSC goes in this case. Sometime AFTER that the technician let us know that he did the work and that [redacted] refuses to pay him. When asked, he was aware that we did not approve it and told us [redacted] did. [redacted], in turn, claims she never approved it either and he just did it. This is all after she had already cancelled her contract with us. In either case, this is something that happened (whether agreed upon or misunderstood) between the customer and the technician and has nothing to do with HSC. The fact that [redacted], now in September, is again trying to make HSC pay for her issues that are not covered, are not and have never been our responsiblity, and simply have nothing to do with us, is very suspicious and worrying. HSC requests that this be removed from our records and we will be submitting it to the proper authorities for review/investigation. This is between [redacted] and the technician.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I never Your Answer Here]I never authorized the Tech to do nothing to my A/C unit... in fact I didn't even knoiw he was at my house until he took everything apart and then he knocked on my door...I've had home warranty's before so I know how they work the tech can't do nothing unless getting ok from HSC. I even made a comment when I looked at my unit and saw a pile of dirt next to it.. I said all that came out of my unit and he said what did you think I brought, I said yes cause I've had my unit serviced the last 4 yrs and I have the bills to prove it..I never gave this man approval to do nothing to my unit.. He said he had a contract from HSC signed by me... to fix the unit... I told him neither did I nor did HSC approve it... HSC should of screen the tech they send out to peoples homes... I have text messages on my phone stating he took it and he also has a felony right now for weapon charges... I have a police report and the police are the ones who told me this guy has many felonys... if they did not send out this felon to my home.. I wouldn't be writing this right now... they sent a crazy man to my home with out screening or doing a police check on who they send out to our homes

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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

Consumer

Response:

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]You were the ones who sent a [redacted] out to my house to check out my A/c unit...and if you screened them like you said you did and did a police check on them...none of this would of happen and I wouldn't be writing this to let people know, how you screen people. ...I was without a/c for 11 days which is a health risk with somebody who takes 3 different kinds of medicine for high blood pressure, then had to spend 500 dollars to replace the fan and motor of my a/c that was working after it was cleaned..and now I'm scared cause this man has a weapon charge against him and have to put up security lights up.. and you don't think I need to let people know???

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I have a home in [redacted] that I purchased while stationed in the Navy. I am renting it out, and use Home Service Club Warranty Corp to take care of any maintenance issues. Last Wednesday, August [redacted], the air conditioner went out, and my wife called to have a service technician come out. He said it needed repaired, and sent a quote out to Home Service Club Warranty Corp and to my [redacted]. The [redacted] told me the quote was for $3825. Home Service Club Warranty Corp agreement is that they will pay up to $2425, so that would leave me paying $1400. But, Home Service Club Warranty Corp said that the quote was for $4900 and that I would have to pay my portion up front and they would pay the rest. So I was confused about this, and asked my [redacted] to send me a copy of the invoice, and it did say $3825. So my [redacted], after getting the runaround, spoke with [redacted], about this. When she started questioning this, she said that Home Service Club Warranty Corp has blacklisted the AC company, [redacted]. When she asked for an explanation, she would not give any. So I called, and got the same response, which was nothing. They hired a new contractor, one that has only a cell phone, no website or anything. Home Service Club Warranty Corp says that his quote is for $3800. So they will pay 2425, and I will pay the rest. When I call the AC technician and ask for the breakdown of prices, he tells me that [redacted] from Home Service Club Warranty Corp called him and told him that he cannot discuss this with me. But he told me that they were paying their complete portion up and I would have to pay $400 to get the work started. He said that he was installing a LUX AIR, which is not as nice as the Carrier the other company was installing. So I called my [redacted] and she said that she had talked with the AC technician and he said he needed $2500 up front to start the work. Well, if he needed $400 from me, and he is getting all of theirs up front, that means they are not paying $2425, but are instead paying $2100. I spoke with [redacted] about this, and she said they will not give me an invoice, only a reciept for what I paid. I asked her to let me speak to a [redacted], and she said she would have to put in a request. So I called and spoke with another representative to see if a request had been put in, and I was told that there wasn't, but she would do it for me. A [redacted] named [redacted] called me back in 15 minutes, and she said she would look into. I have not heard back from her, and have been unable to get in contact with her. I really feel like this company is being very shady. All I want is for the contractor to give me an invoice so I can see what I am paying for. I am out of options, and I am unsure how to proceed. Please help me find a resolution to this problem.Desired Settlement: I would like an invoice detailing the price of the parts, equipment, and services. I would also like a breakdown showing the total price, the amount that Home Service Club Warranty Corp is paying, and how much I am required to pay,

Business

Response:

This is a complete misrepresentation of facts and appears to be a repeated attempt by [redacted] to make us authorize him to use his own service company outside of our network. This claim was fully approved and our quote was actually cheaper than [redacted]'s, saving him money. As clearly stated in our contract, HSC reserves the right to select the service company for the job, and any unauthorized repairs done without our prior approvals are not subject for reimbursement. Any issues or damages that result from such unauthorized repairs are also not a responsibility of HSC. We followed out contractual obligation and provided a full approval. He was advised he will be getting a receipt for any part that he pays for, which is standard and always provided. [redacted] is requesting confidential information normally not provided. Just for this case, we have attached a copy of the screen shot of the [redacted] bill received from the technician for the full amount of the job. As a courtesy, although jobs are generally paid for upon completion, HSC agreed to pay our entire portion to the tech upfront so that [redacted] would not have to pay a portion upfront and can pay his part in full upon completion. However, due to the actions and confusing statements from [redacted], the technician is now worried that he will not be paid from [redacted] for their part and refuses to do the work unless paid in full for the job ahead of time. As a courtesy, HSC would be willing to pay the technician in full upfront and [redacted] can pay his part directly to HSC. This complaint is unwarranted and unjust and this case is considered closed. If [redacted] wishes to proceed with the full replacement and our maximum approval (at a quote cheaper than his) he must let us before claim expiration on Friday, August [redacted]. We cannot guarantee prices indefinitely and will have to get new quotes after a claim expires. Please let us know by Friday if you wish to proceed and we will set it up with the tech. You may contact [redacted] at ext. [redacted]. Thank you.

Consumer

Response:

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:

In response to the message sent from [redacted], I do not have any company that I am trying to use outside of their network. The company which was first quoted, was their company. That company quoted $3825 for a Carrier air conditioner, but Home Service Club Warranty Corp were trying to tell me that the quote was for $4900, and that I would have to pay my portion to the contractor. But I had a copy of the company's invoice which showed $3824. When Home Service Club Warranty Corp was confronted about this, all of a sudden this company was blacklisted, I think they were upset that the invoice was shared with me. If I would have paid my portion up front, I would have paid over $1000 more than I should have. So Home Service Club Warranty Corp found the cheapest dealer they could, no company page, no [redacted] page, only a cellphone. He told me that Home Service Club Warranty Corp asked to have a very very cheap low quality ac put in, but he didn't carry it. So he is putting in a Lux Air, for the same price as Carrier. I would much rather have the Carrier than the little know brand of Lux Air. The contractor told me that Home Service Club Warranty Corp said he could not discuss the prices with me. I really think someone should look into this company, because I don't think they are operating a legitimate business.

Sincerely,

Business

Response:

This is complete misinformation. Besides HSC not having done anything wrong, we have gone above and beyond to help [redacted], received a signed agreement from [redacted], confirmed with the technician that the job was complete and went well, and were under the impression that this case was closed. HSC has paid the full maximum cap for their replacement which was approved right away. [redacted] was quoted correct prices and has insisted on only using her company and going outside of our contract which we advised is a liability issue and not an option. We have found a cheaper quote for them, even cheaper than their company, despite not being obligated to do so, and approved the maximum coverage again. The system has been fully replaced with a good brand new system and have pictures and confirmation from the service company that all went well. If [redacted] wanted a different brand and to pay the difference for it, they could have. But it was never an issue. HSC was paying the full maximum anyway, we could have provided any brand if [redacted] wanted to pay the difference (again despite not being obligated to do so). We provide a certain service and are very good at what we do. If [redacted] wanted upgrades and other services that we do not provide, then it is not the fault of HSC. Nonetheless we offered more than we were obligated to and this claim was approved from the very beginning. HSC has paid in full and promptly replaced [redacted]'s entire central air conditioning system as per our contract. We upheld our part in both the contract and the signed agreement, [redacted] has not. This case is now considered closed and has been submitted to and will be handled by our legal department. If the contract is breached and void, [redacted] will be responsible for what HSC has paid out for claims. Giving [redacted] the benefit of the doubt we have contacted the number shown for them on the Revdex.com and were told that we got a wrong number. We contacted the number on file to the property management company and obtained two more numbers. One of those numbers is no longer in service, and the second went ot a generic voicemail message. We will contact [redacted] again after the weekend before submitting it for any possible legal action in the case this was a mistake/misunderstanding.

Review: We have three contracts with this company and submitted a claim for one of our homes in Texas and this was on 8/**/2015. Each time that we have called about the claim, the representative said that it has not be resolved. They refused to communicate with us regarding the issue as to why it's taking so long. When asked to speak with a supervisor, the agents continued to say that they will send that request but it would take about 48 hours for them to call us back. Our tenants with child were still in the Texas heat without air and with no response from The Home Service Club. A technician was dispatched and determined that the unit needed to be replaced, but could not get this approved after waiting 2 weeks for HSC to respond.on 8/** shortly after we initiated a claim with the Revdex.com, we received a call and follow-up email from Samantha B[redacted] a supervisor with HSC and her findings, "As per our conversation, we have assigned a second opinion technician to come out to look at your air conditioning system. Robert from Temperature will be contacting you to schedule." Robert called about two days later to set up an appointment. The appointment was the next day. After the technician Robert arrived, his findings were that the HVAC unit needed a new valve that controls the heat and the air. After two more days of waiting to receive approval to replace the valve, his colleague Darryl came back for another look at the problem said that the compressor needed to be replaced. Darryl submitted his findings and yet another few days went by for approval, compressor was replaced and still no air. After all non successful attempts to resolve the issue, it was determined that the unit needed replacing only for HSC decided that it was our fault for the unit issues almost a month later and wanted to sell us another partial policy. Samantha refused to approve this until we threatened to report to TX Real Estate Commission. Suddenly she had friends in another dept. to approve. 9/* and the work is still not completeDesired Settlement: The contract was paid in full and we are seeking a full refund be able to obtain a contract a more reliable company. We had a contract with [redacted] previously and they we slightly higher, but the service including air conditioning issues especially were handled immediately.

Business

Response:

This is a duplicate complaint to complaint #[redacted]. Please remove it from our records. Please confirmit has been removed. The issue has been resolved and despite coverage issuesHSC has approved above and beyond contractual obligation and has paid its fullmaximum allowed limit towards replacement. The service company has also goneabove and beyond their services and have done the repair/replacement on aSunday (something they do not normally offer/provide). We have spoken to thetechnician numerously, have provided payment from our side, and have spoken tohim again just now to yet again confirm that everything has been done. Thecooling is in fact done and the AC is cooling the house. The only thing thatstill needs to be installed is just the heat kit (which is not and will not beused with the current 90 degree weather) and the service company is waiting forit to come in which they said should be any day. The technician will be incontact with the customer including a courtesy update call shortly.

Consumer

Response:

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,

Business

Response:

This is a duplicatecomplaint. Original was complaint #: [redacted].This is about the same issue which has been long resolved despite having informationpresented in it which was incorrect. Please remove this duplicate from outrecords.

Consumer

Response:

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 is a continuation of the initial complaint. Due to the fact that their contractor did not receive approvals quick enough from this company, they did not finish the job until well pazt a month later and therefore I didn't have all of the information to respond. I do not recommend using this company for any business needs. Please retain this complaint on record.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Its been a good first year I truly feel based off my experience with this company they should be A+ the service was impressive especially for a home warranty. I have has 3 occasions to use the service and each time the service has been fast the people are nice and easy to deal with. I'am happy to be a customer they are a honest real company.

Review: I signed the Home Service comprehensive (included System and Appliances) contract on 11/**/14. Heating stopped working on 12/*/14. I called on 12/*/14 for this problem. Tech came on 12/*/14 after calling couple of times because we were freezing in cold temperature.

Technician stated that the gas valve and motherboard need to be changed. Instead of getting the heating furnace fixed or repaired, I got a call from The rep (name withheld) on 12/*/14, that she is canceling my contract which was a big shock to me.

Reason for cancellation given was because of pre-existing conditions. When I asked for the proof of pre-existing conditions she was unable to answer.

They are breaking the legal contract unilaterally, not me, because the company do not want to spend money on repair as required by the contract.

we were forced to live in harsh cold weather.Desired Settlement: We got gas valve changed yesterday on 12/*/14 after spending the week in freezing cold weather. Company should pay back our premium 37.95$, not charge service fee of 125$, and pay us 300$ for the gas valve plus for the mental and physical sufferings. I pleaded several times to the rep, to repair the furnace, let me talk to the owner or the fraud department, but she will not help me. I think she was doing what she was told to do by the higher ups.

Business

Response:

Unfortunately everything stated in this complaint is both falseinformation, misrepresentation of facts, as well as an attempt to defraud andbully our company into paying money that the complainant is not entitled to.This case has been marked fraud and cancelled by our legal department. [redacted] signed up with us on 11/**/14 with an already badsystem. The immediate claim was processed nonetheless and a professional technicianwas sent out to [redacted]'s house to diagnose the issue. Thetechnician stated that there were numerous issues and have been there for awhile. He even said the customer herself had mentioned that the valve was problematicbefore she signed up with us and the tech stated it was never replaced and wasold and bad. He also said another company was out there before us and said theunit was bad. A total of 4 major parts were bad and the entire unit needsreplacement. Literally everything stated by the customer is incorrect and falseinformation. The customer has yelled at and was very rude to ourrepresentatives. The professional technician, who looked at the unit and spoke tothe customer, laughed when he learned when the customer signed up with us andstated that it is a clear attempt to scam our company. This is not a servicethat HSC provides, we are not a home improvement company and are strictly awarranty company. [redacted] isfully aware of this and this intentional attempt at making our company look badis being dealt with by our legal department.

Consumer

Response:

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,

Business

Response:

Please see previous replies. This is a case of fraud and there is an outstanding balance on this account and no refunds are due. If [redacted] wishes us to waive the outstanding balance on this contract and even obtain a refund which is not due, she would need to formally request it and agree to it in writing afterwards to prevent future fraud attempts. Otherwise this case has already been closed.

Consumer

Response:

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 Business keeps on making excuses and are not abiding the contract. I have provided all the information. Their tech who came to the house has some misunderstanding leading to the cancellation of the contract by them. I do not owe any thing to them. This company did not want to spend the money on repairs, I got it repaired by spending $300 on the gas valve and heating started working fine. I wish I had read the feedback about this company on the Revdex.com website. I want a written apology from them for making us suffer in the harsh cold weather and pay for the repairs/change of gas valve.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: This is a home warranty company that will leave you to die rather than to risk anything that may hurt its profit margin! This is THE WORST and MOST INHUMANE home warranty company I've ever used! The AC system broke down on Tuesday, on the hottest day of the summer so far. A technician came out to inspect the unit on the same day. However, after that, no further progress! The house heated to 96 degree without the AC! I called the company several times, and each time was just told "it's under review". They are not giving me any timeline as to when the job would be approved, even though the technician is available to do the job immediately. They are also not giving any alternatives as to how I may be able to get the issue resolved! It's been three days in the summer heat without AC, and I don't know how much longer it'll take for them to approve the job!

Why does it take three days to review whether the unit should be replaced or repaired??! Are they forcing me to pay this out of pocket because I can't afford to wait any longer? When I asked to speak to [redacted], I was told the claim would be taken out of approval system and will just further delay the process!! When I told them I'd like to cancel the contract, they said I have to pay penalties as well as any claim they paid out for me! So as a customer, I'm left with no reasonable recourse to combat their non-responsiveness and unethical behavior?! I can only wait for when they get to my claim, or suck it up and pay for the repair out of my own pocket, and they still get to keep the monthly fees I paid them?! If I want to show my dissatisfaction by cancelling the contract because of their unethical behavior, they GET TO CHARGE ME penalties on top of all the monthly fees I already paid out to them, for DOING ABSOLUTELY NOTHING??!! So where's the incentive for them to be responsive? They have no negative penalties for dragging out a repair work! This is THE MOST UNETHICAL COMPANY! They should be out of business!Desired Settlement: I need to company to repair/replace the AC unit ASAP! Also, allow me to cancel my contract with them without incurring penalties or having to pay back the repair cost!

Consumer

Response:

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,

Review: In my extensive search to find a home warranty provider, I stumbled across The Home Warranty Club. On January [redacted], I spoke with [redacted], a sales representative, who informed me that the most pertinent things to me (appliances and systems) were covered with The Home Warranty Club. He sold me when he stated that his company will not promote coverage of any appliance or system and then attempt to reprimand a customer when they file claim, if a toilet is covered its covered in its entirety! His confidence along with the contents of the sample contract assisted in my decision making and I signed up with the company.I was not one full month into the company before I needed to file my first claim. On February [redacted] I called in to inquire about the claim process. I explained that I have a side-by-side refrigerator that does not produce ice, dispense water or keep food cool. Immediately I was met with terrible customer service and attitude. I spoke with [redacted], a very rude and incompetent customer service representative that did everything except provide me service. Instead of offering ways to assist me, she demanded that I send in my home inspection report (something that was not a requirement when signing up). In the beginning I said no because the rep said they wouldnt be covering my appliance, but I ended up forwarded the report to prove that I have nothing to hide. We ended the call having resolved nothing. Apparently my account was forwarded to another representative because on February [redacted], an alleged [redacted], [redacted], called and threatened that my account would be sent to other home warranty companies for attempting to commit fraud and that they were coincidentally going to report me to the Revdex.com! When I asked why my account was flagged with any of this, no one had any answers. All this because I wanted to file a claim.Ive terminated my agreement with HSC and I strongly caution anyone considering this company to look elsewhere.Desired Settlement: I would like a refund of any payment submitted to this company and, once another home warranty company is found, I am requesting The Home Services Club pay for that warranty for 1 year. I would also like a written apology for the humiliation, the terrible customer service, and the dissatisfaction I was subjected to as a paying customer.

Business

Response:

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

Consumer

Response:

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]

It seems easy these days for businesses to accept money from customers and provide unsatisfactory service. Unfortunately, my issue has not been resolved. As the response claims, I did call in several times attempting to have my case closed and my name cleared because I in fact did not attempt anything fraudulent- I would not even know how to as I've explained before that this is all new to me. At this point, I believe this matter is out of my range of knowledge and I will go ahead and assign this case to my attorney. I'm absolutely baffled that I was forced into purchasing a home warranty and then I'm treated like this, the ONLY reason I purchased a home warranty at all was because my lender required it not to fool anyone into fixing anything "pre-existing."The blatant disrespect even in the business' response further defends why we're in this predicament. There is zero professionalism and no concern for the customer. I don't like where this is headed, but if in fact the threats that were made against me regarding seeking other home warranty policies come to fruition, I will be forced to sue for harassment, defamation and slander.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Unfortunately the statements made are not consistent with thefacts. The matter was escalated by [redacted], not HSC. And this complaint isalso fraudulent defamation and slander that was also made by [redacted], notHSC, despite HSC numerous and repeated attempts to resolve the situation which wererepeatedly declined by [redacted]. Once again HSC believes that the truth andcorrect, fair, and honest information should be shown. [redacted] can withdrawthis complaint and sign a cancellation agreement to sever all ties in writingas she is requesting here through the Revdex.com (despite declining to do so manytimes prior specifically for this complain to be filed) and HSC will cancel thecontract and close any outstanding cases.

Consumer

Response:

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,

We had a small leak from a pipe under the sink, I called The Home Service Club and they took care of it. A plumber showed up, I showed him to our master bath, and one hour later all that was left to do was to forget we ever had a problem.

Review: Requested cancelation for poor service. A simple repair to a stove took several months . Spook with senior supervisor who was inappropriate with me on the phone and threatened to send us to collections. They make all sorts of promises and fight any and all claims. Consumer beware.Desired Settlement: They have threatened to charge us fees until June 2016 and we want out.

Business

Response:

This is complete and total fraud and HSC will not give in to such

actions and behavior. We are an honest company and will remain such despite

fraudulent actions from customers. Customer signed up with intentions of

getting an old stove replaced. She had filed two claims both of which were

approved and fully paid for. She continued to insist we buy her a new one. We

agreed to have the unit approved for replacement based on its old age and

condition as well as to make the customer happy, even though we paid for all

the repairs. Customer then proceeded to provide false information and try to

convince us and the tech that her unit I sonly 1 year old to increase its

value. Meanwhile based on both the professional technician as well as the

actual manufacturer of the unit, it is 11 years old. After having paid for

repairs, HSC offered the customer a replacement amount. The customer then

requested to cancel before the expiration date of the contract and while having

a significant outstanding balance. We are strictly a warranty company and do

not provide home improvement or remodeling services. Such early terminations

are subject to the cancellation policy on the customer's contract and the

customer would be entitled to a pro-rated refund less any claim costs paid out

on the current annual warranty period. It is a standard policy made to prevent

people from signing up, obtaining expensive repairs or replacements, and then

cancelling. Customer can finish the contract term and not renew and will expire

in good standing without any outstanding balances. Or customer can cancel via

the cancellation policy. Instead the customer is attempting to defraud our

company and is using the Revdex.com as well as [redacted] to slander us, get out of the

money owed, and simply get away with taking advantage of us. HSC will be

proceeding in accordance with the customer's contract and any outstanding

balances due will be billed accordingly and any false slander will be reviewed

and handled accordingly our legal department.

One day I was having friends over for dinner. When we were finished I started the dish washer and about a min later the dish washer was making a pool on my floor. Now how can I have a nice night with my friends when I have a pool in my house? So I called the home warranty service and left a message. It was pretty late. But not surprisingly I got a call back about 3 ½ min later from my rep, telling me that I should not worry and that he will try his best to get someone out as soon as possible. Come on who can sit and not worry when they have a pool on the floor? But as the rep said not to worry he was right someone came out and fixed it. I am so grateful to the guy. If anyone needs a warranty cover thing you better get it with HSC !!! I rate them number 1, 5 star!!!

Review: I bought a apartment june this year and order a home warranty from home service club on july. On Aug ** 2014, my AC stop working, so I file a service request on Aug ** and they sent a technician to my Apartment on Aug **. The technician checked my AC and said it's motor problem and it will be very easy to replace one, but he couldn't figure out model, so he took out my motor back to the company to figure out what's the model. I called him on Aug ** morning, he said the model is already disconnect, he would recommend to the home warranty company (home service club) the whole AC replacement instead of just motor. then On Aug **, 3:00 pm (Arizona time), a lady from home service club called me my claim was declined based on what technician report, I asked what's reason, the lady said I can call back to check the reason. So I called back immediately, but the office was already closed (5:00 pm new York time). So I tried to call On Aug ** morning, the [redacted] told me the technician reported my AC was old and erosion, that's the reason they denied my claim. I said my AC might be looks old and erosion, but motor is not, I didn't ask for the AC replacement, I just asked for the motor and my AC will work again. then she said they can't. so I asked several times for the [redacted] or [redacted], she said" No, we don't do that, but I can cancel your contract and refund your money". I asked her who said I want to cancel the contract, she said I did because I have the right to cancel your contract, and your contract is already canceled". then she disconnect the phone. What bothers me is that are they have the right to cancel my contract as they want? The technician already open the AC and took out the motor, but because they can not find the part then they refused to fix it now. erosion is only a excuse because as a outside machine, you can easily to find a erosion here or there, and I don't think the motor dead because of the erosion. Also I asked for a technician report to prove what they said. they said it's only a verbal report. when I said I don't agree with that and I asked for double check with the technician. they refused too.

Business

Response:

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.

Consumer

Response:

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]

1.I didn't yell at the representative, I just felt upset from what the home service club did to me. I have been waiting for 48 hrs after the technician checked the AC. and told me they won't repair the AC at the last minute when the office close. I have to call back the following day to check the reason. What the representative told us was totally different from what the technician told us. Just think about it, if the technician think they will not repair the AC, why he took apart the AC unit and took away the motor?

2. The AC was still working when we bought the house, I don't know how they thought the AC was already bad even before I bought the house. This is Arizona, if the AC is bad, the house will be very hot and nobody can stay in it. When sign the home warranty contract, the representative who sold us the service told us as long as the new bought house, everything will be covered, they don't need to do the inspection, now the company asked for the inspection report from us to prove everything is good when the contract signed. How can we have such a inspection report if they don't do the inspection.

3. The technician who diagnose the AC unit did not show us the diagnose report and asked us to sign the report. he just took out the AC motor and said only motor was bad and everything else was fine, it's very easy to replace and he will come back to do it the following day. If the AC was totally rusty and erosion and clogged as the reply mail said. Why did the technician still open the unit and took out the motor and didn't even think about ask us to sign any diagnose report?

4. I think home service clubs don't want to repair the AC because they couldn't want spend extra money, I called the technican the following day, he told us he couldn't find the model on the market, so he recommend the whole unit replaced, and the home warranty company was evaluating and asked me to wait.

5.When I called back and talked with the representavies, they don't want to talk about the repair, they almost immediately suggest refund and refused to transfer me to their [redacted].

6. Even they cancelled my contract, how about the part they took away from my unit, how do I know that they will be put back properly and not damage other thing in the unit?

?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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 said what I can, you can't ask for the inspection report now if you didn't ask for before. it is the warranty company's job to do the inspection not ours.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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.