Home Service Club Warranty Corp

Review: Home Service Club is denying a claim related to mechanical part failure, ('The Part'), within our air conditioning system by claiming it is a pre-existing condition. I dispute their determination that the failure was pre-existing and demand they honor the terms of their agreement and sales collateral.

Here is a history of the the issue.

3/*/15 - Prior to purchase of our home, we had a HVAC contractor licensed by the State of Texas come to our house and inspect the system to be sure that there were no issues we needed to negotiate with the sellers. This inspection did NOT note any issue with the system related to the part that has now failed. The part that has now failed is the evaporator coil. The coil has a leak and is causing all of the freon to discharge into our home.

4/**/15 - Home was purchased and contract was executed with Home Service Club.

On 6/**/15, a claim was initiated and a technician was dispatched. The technician determined there is likely a leak in the system since it was low on freon and called Home Service Club to report the diagnosis. Home Service Club determined that there was a pre-exiting condition, however, as a gesture, they would have the tech put a 'stop leak' product in the system. By doing so, Home Service Club wanted me to agree that the system would no longer be covered under the plan. I declined to agree to their terms and disputed their claim that it was pre-existing and sent them the inspection report I had from before the house was purchased showing the system in good working order. Since I wouldn't agree to their onerous terms, I hired the contractor direct and they added freon as well as a dye to the system that would help them pinpoint the location and severity of the leak when they came back out towards the end of the summer. This cost me over $400 out of my own pocket. At the time, I asked the contractor if the issue happened prior to us owning the home. His response was that there was absolutely no way he could professionally determine when the leak began. Home Service Club stated that 'these types of leaks take a long time to develop and therefore it is pre-existing.' I would like to know how they made that determination when THEIR OWN contractor sent to our house couldn't say when the leak started. All I know is that it worked when we bought the house, a licensed tech said it worked before we bought the house and then it didn't a few months after we bought the house. (which is what a home warranty is supposed to be there for per their marketing materials)

6/**/15 - Email to Home Service Club with inspection report showing units to be in good working order. No response from HSC received after reports are sent.

7/**/15 - Service ticket is sent to Home Service Club because AC is not working again. Tech arrives and finds evidence of the dye inside the evaporator coil. The leak is so bad that ALL of the freon escaped that was just put into the system in June. Tech notes that due to the size and location of the hole a repair is not possible. The only remedy is to replace the failed part. This service tech also notes that they have no way of determining when the leak first occurred. Home Service Club maintains their position that the issue is pre-existing and denied the claim. The only FACTS are that a licensed contractor said the system was in good working order before we bought the house, Home Service Tech said that they cannot determine when the leak may or may not have occurred and that our system is now not working (twice) during the coverage period. I also indicated to the Home Service Club that it is 102 degrees outside here in DFW and we have a 5 week old child. Not having AC is a health and safety issue for a newborn in these temperatures. Upon wanting to speak to a supervisor, they noted that someone would get back to me within 72 hours. Meanwhile, I still have no AC. Home Service Club is basing their decision on OPINION and not facts. It is their OPINION that the system sprung a leak prior to the coverage period - which is in contrast to multiple contractors licensed in the State of Texas.

7/**/15 - Email is sent to HSC to put them on notice that I will be submitting a complaint to the Revdex.com and provide feedback relative to my experience online.

7/**/15 - The following email text is received with the heading "Home Warranty Cancellation". "This e-mail is to advise you that your account has been flagged and will be reviewed by our Fraud Prevention Department. Your continuous attempts at trying to get more than what our service offers, to threaten and blackmail, and refusal to provide the home inspection report will be reviewed as well. Should anything be deemed as fraud, it will be reported, the account will be cancelled and any outstanding balances will be billed accordingly. HSC provides honest and reputable service and we take fraudulent behavior very seriously. Should you have any questions you can contact the agent originally assigned to this claim, (name deleted)." In addition, I called the agent handling my claim to ask why this was referred to the fraud department. They noted that it was because of my email threatening to file a Revdex.com complaint and because I called again about the issue they previously determined to be pre-existing. Further correspondence has taken place and multiple supporting documents have been provided to prove the absurdity of this claim/stall tactic.

As an aside, the following is taken from the company website which is in itself contrary to the reason they are giving here to deny my warranty claim. The language states that one of the reasons to purchase a home warranty is to protect you from components that fail over time. [redacted]

Homebuyer Benefits

Our home warranty repair or replace appliances and home systems that break down in your home. Despite our efforts to prevent it, our appliances and home system components break down. We'll help you get it repaired or replaced by a qualified service contractor.

Home Warranty Plan vs. Homeowner Insurance

A home protection plan is simple. It's a one year service contract that covers the repair or replacement of many of the home system components and appliances that will normally break down over time.

Homeowner or hazard insurance covers private homes. This type of policy combines various personal insurance protections, which can include losses occurring to one's home and its contents.

To put it more plainly, unlike homeowners insurance, a home protection plan covers your major systems and appliances when they break down. Unfortunately, most homes experience two mechanical failures each year. You can avoid unexpected appliance and home system repair or replacement expenses and eliminate that uncertainty with HSC's Home Warranty Plan.Desired Settlement: Perform per the terms of the contract and replace the failed component with our HVAC system or provide material proof that the system had a pre-existing condition prior to purchase of our home..

Consumer

Response:

I have received a response in reference to complaint ID [redacted] and find that this matter has been resolved.

Sincerely,

Review: A warranty claim was made on Friday, May * 2015 for repairs to two air conditioning units that were not working properly. A service company came to diagnose the issue the following week. The service company then spent days trying to reach someone to give the details to at HSC. They were told a "[redacted]" was working on it and given her direct number. She did not answer the phone and her voicemail was full. Again, after days of trying to contact someone they were finally successful. It has now been over a week for them to review the claim. In the meantime, we are in Oklahoma in May without air conditioning. My wife has [redacted] and this has exacerbated her pain. In addition, both my wife and son have [redacted] from having to have a fan blowing on them in order to sleep at night. This delay is going to be compounded when the review is finished and we have to schedule someone to come out to actually do the repair. I'm sure even if the issue was resolved today, it will be over a month to get satisfaction of the claim.

As a side note, when I told the customer service person I was going to report the company to the Revdex.com she said you are welcome to, but your account will be flagged and only a supervisor can talk to me at that point. I welcomed being able to talk to a supervisor, but was told they cannot transfer calls to a supervisor. So, at this point I have no way of following up on the claim and am waiting on them to call me.Desired Settlement: I want Home Service Club to get their review done expeditiously and get our air conditioning fixed. I also think they need a better system of handling claims and follow-up with client communication including giving timeframes for decisions. The operators on the toll free line are nice, but can't do anything other than say the claim is in review. I also think the threat of flagging the account is an attempt to try and strong arm people into not complaining.

Business

Response:

This claim has been finished and resolved as of 5/**/2015. There are no further follow ups for it.

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: Purchased a home and also a 1 year service with Home Service Club. This includes warranty on appliance, A/C, heating, roofing and various other home items. After 2 weeks in our home, the A/C does not work. It is 90 degrees outside and inside the house is now even warmer! We called this company to report the problem exactly 5 times without any response. Finally I received a lady on the phone who was very unfriendly and not at all customer service able. She promised someone would call me within 24 hours. I waited 3 days until a person called and asked again what was wrong. After another 2 days an air conditioner person came, looked at the air conditioner and said it was not working properly. 3 days passed and we heard nothing. I called frantically this company without a call back. I called the A/C person and he said he already gave the report to this company. Meanwhile, I became faint in the house because it was too hot. It will be dangerous for my 83 year old mother in this house without a proper working A/C unit. This company has mislead many customers with their promises on their website and do not keep their warranty promises. I paid $650 for this service and they are ignoring. I consider this fraud and negligence.Desired Settlement: THey are responsible to either repair or replace, as promised in their brochure and contract with me. If they do not, this is stealing, fraud and misleading, not to mention a very serious health issue in my home without a proper working A/C. THere are many complaints about this company in the internet and it really should be looked into. Someone is collecting high fees and not giving the customers anything in return. This is pure stealing from the public in my eyes and many others too.

Business

Response:

Please note that EVERYTHING stated in the original complaint is blatantly false. Should ANY information be needed for this please let us know and we will be happy to provide it, including but no tlimited to statements from the professional mechanic that went out and inspected the subject house/system. Customer filed a claim for his AC system and we sent out a profesisonal tech to diagnose it. Turns out [redacted]'s unit is perfectly fine, works perfectly fine, and is not in need of any repairs. Half of it is simply too small for the house. [redacted] just recently purchased this house. The inside part of the system is approximately 8 years old and is a 3.5 ton system (the right size for the home). The outside part, however, is 5 years old and is only 2.5 ton (too small). Whoever replaced that outside system before [redacted] purchased the home and moved in, simply put in a much smaller unit, likely to save money as they were selling the home. The system works fine and has no malfunctions, tech thoroughly indpected and diagnosed it. There is cold air coming out of all the vents and the downstairs is cooling fine. It simply struggles to cool the upstairs, which is about 8-10 degrees warmer, because it is not meant to do so. [redacted] signed up with our company to get his unit upgraded to a bigger and better one, and when we found out what happened he proceeded to write negative complaints about our company. Please note that we are a home warranty company, we cover electrical and mechanical failures due to normal wear and tear. NOT upgrades or replacements for remodeling or home improvement. We could cancel [redacted]' policy and issue a pro-rated refund less any service call fees we paid out on his claim, as per our contract, but our legal department is working on this now and any and all agreements or resolutions have to go through them. Please close this case and feel free to contact us for any questions or paperwork regarding this case.

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. I expect not to be contacted by this company UNLESS I call them for service under my warranty contract. I also expect to have my contract honored if any valid issues arise and fall under this warranty for repairs/replacement until the end of my contract which is May **, 2015 (one year of original payment). I am sorry there was a lot of time wasted on this case, but for me it was a serious matter. Thank you. This case [redacted] is resolved.

Sincerely,

I am very impressed with the level of service that we received from the home service club. When I filed a claim for my oven they had someone scheduled to come when it was convenient for ME. Overall, a very good experience.

Review: On July **, 2015, I attempted to cancel my contract with The Home Service Club ("HSC") via email. In the same email, I requested that they also cancel my monthly ACH transactions effective immediately. On July **, 2015, I received the following voicemail message from their Customer Service Manager, Stacie C[redacted]. [redacted]. [redacted]." When I called Stacie to discuss this matter, she was persistent in her belief that I owe HSC monies and cannot cancel my contract. I told her that the contract language is only referring to a refund to me -- not HSC. Additionally, I shared that the contract was written for pre-paid policies, not monthly. When I asked her to tell me how much she thought I owed, she paused and said that she has to add everything up. I replied by asking, "How were you able to call and leave the contents of your voicemail message on my phone if you had not done the math?" After another pause, she asked if I wanted to remain with HSC until my contract terminates or pay my balance via credit card. I told her I’m not paying HSC anything to which she stated she’d send it to Collections.

On August **, 2015, I noticed that HSC withdrew $53.90 from my account despite the email I sent on July **, 2015 terminating my contract and monthly ACH transaction fees. I immediately called HSC and requested to speak with Stacie's manager. I spoke with Jennifer who assured me that she was submitting a request for Stacie's manager to call me. When I didn't hear from anyone after 48 hours, I called HSC again on August **, 2015. I spoke with Anna. I told her that I had called and requested to speak with Stacie's manager on August **th and have not heard from anyone. She stated that she would submit a request for Stacie's supervisor to call me. A few hours later, Samantha, Stacie's peer -- not manager -- phoned to discuss my concern. I reviewed my concerns with her and she agreed with Stacie. She informed me that they paid out $540 in services for me and I had a contract balance of $377.30. When I asked her for copies of the invoices documenting the amounts they allege to have paid out on my behalf, she stated that this information is confidential and can not be provided to me. I shared with her that I'm really not trying to be difficult. However, I detest when people try to manipulate me and/or insult my intelligence. I just don't understand how HSC can tell me that I owe them money but are unwilling to provide documents to validate the alleged charges.

After receiving poor service and learning that most of my claims were not covered, I realized it was time to cancel my contract as things were not getting better. Most recently, I submitted two claims. The first claim was for my [redacted]. After waiting for more than a week to have my leaking faucet serviced, I was told that I would have to purchase my own faucet. HSC promised to reimburse me as long as I stayed at or below $124 and submitted my receipt. The faucet was $94. After submitting my receipt, I received a Liability Release Waiver stating that I would be: settling my claim via a courtesy payment made via a check in the amount of $94 ($124.00 less the $30 left on my deductible); agreeing to stay in a contract with HSC until April 7, 2016; and agreeing and promising not to write electronically or otherwise or post or spread or contribute anything negative or verbally express anything negative about The Home Service Club (and remove any that were already written) and to keep any and all dealings with The Home Service Club strictly confidential. Needless to say, I did not sign the waiver and never received the $94 refund.

My second claim was for my LG Front Loader washer. I had an error code stating that the machine wasn't draining properly. After waiting and not being to wash clothes for over a week, the technician arrived and stated that my drain was clogged. He was paid a $125 service fee. When I attempted to wash later that evening, the same error code appeared. When I called HSC to tell them that my machine was still broken and I was unable to wash, they informed me that I would have to pay another $125 service fee because they did not cover clogged drains. I stated that it could not have been a clogged drain because I'm having the same exact problem. They told me there was nothing they could do if I didn't pay the fee. Instead of paying $250 for a washing machine that conveyed with the purchase of my home, I purchased a new washer and dryer.

It's safe to say that HSC is the only party benefitting from this relationship. When Samantha informed me that she was Stacie's peer, I asked to speak with their supervisor. She informed that "Human Resources" is their supervisor. In other words, she was letting me know that they have the final say. I'm puzzled as to how an organization can expect to treat their customers in this manner and expect us to accept their abusive debt collection practices. Since there is no supervisor above Stacie or Samantha, my only other option is to enlist Revdex.com's assistance in resolving this dispute. Any assistance you can provide will be greatly appreciated.Desired Settlement: I want HSC to release me from the contract without any expectations of payment. In addition to paying $125 service fees, I've been paying $53.90/month for more 17 months. Honestly, I can count the claims they've processed on one hand.

Business

Response:

Unfortunately this is a mis-representation of facts. We hope it isa misunderstanding on behalf of the customer and not an intentional attempt todefraud our company. Customer has an annual contract (not monthly and not for17 months). First annual contract expired and all claims paid out on thatcontract are not included in this annual period and do not have to be paidback. However, claims that were, in fact, paid out during the current contractwhich started on April *, 2015 do have to be paid out in case of an earlytermination. This is very clearly stated and outlined in the cancellationpolicy in the contract and is standard across the industry. It is meant toprevent people from signing up for a small monthly fee, getting an expensiverepair or replacement done, and then cancelling afterwards. Obviously that isnot what our services are as a warranty company and contract rates are based onan annual contract and offered coverages. If the customer wishes to terminatetheir contract, they are able to do so in accordance to the cancellationpolicy. In addition to that, HSC is willing to waive the cancellation fee aswell as 40% of the costs paid out for services performed during this contractterm. The customer can also stay until the contract expires and not renew afterthe annual period. Should the customer accept any offers outside of thestandard contract, a new written agreement would need to be signed. Customercan reply here though the Revdex.com or contact the agent working on the claim (Ms.B[redacted]) at ext.[redacted].

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:

[When I contacted Ms. B[redacted], she did not offer the resolution proposed on your website. It was not offered until I asked about it. Nonetheless, their request that I pay them $324 is ludicrous. During my 17 months as an HSC customer, I only submitted four claims. The last two were never completed (faucet and clothes washer). HSC promised to refund me $94 for the faucet I purchased for my kitchen. To-date, I've not received anything from HSC. The waiver was never mentioned prior to my purchase or submission of the receipt (see attached documents). Had I known they expected me to sign the waiver, I would have never made the purchase. Additionally, I had to purchase a new clothes washer (and dryer) because the washer was not properly fixed by their contractor. No one should be expected to pay for a service that is not completed. Instead of paying $250 to fix a washer that conveyed with my home, it made perfect sense to purchase a new one. HSC is trying to keep me as a customer against my will. The solutions they offer are to pay them or remain until the end of the contract term. Ironically, it's interesting to note that they are trying to enforce a contract that is written for pre-paid policies while their customers are placed on monthly payment plans. I've subscribed to other warranty companies and this is by far the worst. Never have I been penalized for cancelling nor have I experienced such poor and manipulative customer service. This is an abusive debt collection practice. The only party benefitting in this relationship is HSC and I want out....please.

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

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:

[HSC states that they completed my claims and are awaiting my invoice. The receipt was initially emailed and received by their employee (A. S[redacted]) on 7/*/2015. Additionally, another copy of the receipt was attached and forwarded with other documents via Revdex.com's website on August **, 2015. If my claims had been completed, I would have been reimbursed $94 for the faucet and would not have had to purchase a washer/dryer.

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

Sincerely,

Business

Response:

Again, HSC has done nothing wrong and has completed all claims.Attempting to twist the information does not and will not change the facts. Notcovering repairs which are not subject to coverage, or customer cancelling arepair, is not lack of completion on our part. Washer claim was approved forthe covered issues and customer did not want to pay for the non covered ones.We are not responsible for items she did not have on her coverage. Faucet claimwas approved and we were awaiting on the invoice as well as the signed claimsettlement letter which the customer refused to sign with intent to attempt tocancel after receiving the check. The invoice has now been received, the signedagreement we are still awaiting for. The customer can sign the agreement or thecustomer can wait until the end of the contract and the check will be sent out.This account had numerous red flags on it and, again, HSC went above and beyondand never did anything wrong and became a victim of this blatantly false andmal-intended complaint. The faucet claim was completed a long time ago, thecustomer simply refused to proceed with it and demanded terms which were notoffered, threatened, and as with the washer claim simply disregarded thecoverage terms and demanded what she wanted and was not entitled to. Yet again,should the customer accept any of the numerous and generous offers extended toher, she would need to sign a written agreement to that effect. Terms must beclear and agreed to by both parties to avoid any ambiguity and further attemptsto circumvent the system in the future. This is for the best interest of boththe customer as well as HSC. While we apologize that the customer feels she isentitled to more coverage, we stand stern by our contract as that is what ourcoverage is.

Review: My downstairs AC failed while my family and I were away on vacation. A neighbor friend made me aware of the issue and I submitted a service request with HSC on July [redacted]. I did not hear from the service tech at the beginning of the next week so I called him directly and asked if he had been given authorization by HSC to come out and repair the unit. He said no, but he came out to evaluate the AC unit anyway and discovered that the compressor had failed, even though the unit is only 2 years old. He notified HSC and I called the AC manufacturer to see if the would cover the cost under their warranty. The manufacturer only covered the part, not the labor or the coolant, so I was still waiting for approval from HSC to have the unit repaired. The temperature in Texas was near or over 100 degrees every day and the temperature in the house reached 99 degrees at its highest point. I called HSC to see if they could expedite the approval and the rep told me she would pass the information along. The tech scheduled a pickup time with the AC manufacturer for the new compressor on the [redacted], but when he arrived, they did not have the part. My family once again had to find a place to sleep over that weekend as the house was too hot. The tech came out the following week and repaired the unit and it appeared to be working fairly well. We noticed quickly that the unit was not able to cool the downstairs as it once did and after a couple of weeks it was barely cooling at all. I called the tech again last week to come and look at the unit and he said he would be out on the [redacted] or [redacted] of August but he never showed. I called HSC to see about the approval process and they said they would check on it. At the beginning of this week, after not hearing back, I had another company come out to check the unit and they said there was a crack in the welding and the refrigerant leaked out. I called HSC and they were hostile on the phone and said I may have voided my warranty by calling a 3rd party.Desired Settlement: I would like for HSC to approve the work to get the AC fixed. Also, my family has had to stay in hotels and we've accrued additional energy cost as a result of the broken unit. Three weeks is a ridiculous amount of time to have to wait during the summer in Texas. If HSC fixes my AC unit and apologizes for the time we've had to wait and the additional expenses we've sustained, I will consider the issue resolved.

Business

Response:

While we appreciate our customer's feedback, the information inthis complaint is not completely true and is incomplete. Customer had one claimwhich HSC approved and spent a lot of money to replace a coil. Customer then hada second claim for a system that was under manufacturer's warranty and customerapproved the work himself without authorization which removes any and allliability from HSC. Then he stated that there was yet another issue (thethermostat was showing a difference of just 2 degrees) and when we spoke to thetech he advised us that the customer was doing RENOVATIONS in that part of thehouse, completely NOT a service we provide nor compliment, and that thecustomer had removed all insulation from the lines for the unit and had anothercompany tamper with it. This again removes any and all liability from HSC.Anything wrong with it can be the result of others touching it for renovationsor any other reason. Being that we try to take care of our customers and thetech we sent out is a trusted and very knowledgeable technician we asked him togo back out to the customer's home. The tech said that if its anything to dowith his work, or even a broken weld that we would, as a courtesy to us, takecare of it at no cost. However if it is anything else that was done or causedby anyone else, it will be the customer's responsibility. There is nothing elseto do for HSC at this moment. The tech is going out to look at it and will letus know what it is and what is going on with the unit. Once we have theinformation we will advise the customer of the status.

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

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

Sincerely,

Business

Response:

There is again incomplete information in this complaint andalthough HSC has not done anything wrong, this issue was resolved. In thefuture out of network techs who mis-diagnose an issue will not be consideredand only authorized technicians have to do the work. We apologize for anydelays. The technicians are extremely booked in that part of the country duringthe busy season and try to get to everyone as fast as they can.

Review: We have three contracts with this company and submitted a claim for one of our homes in Texas and this was about 2 weeks ago. Each time that we have called about the claim, the representative said that it has not be resolved. They refuse to communicate with us regarding the issue of 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 are still in the Texas heat without air and still no response from The Home Service Club. We are very disappointed and I do not recommend this company. I will be going with another company.Desired Settlement: We would like to hire a different company and we have paid The Home Service Club for the year. The repairs must be completed so we're having to come out of pocket to get his accomplished! We cannot allow this family to go without air in any type of heat but especially Texas heat.

Business

Response:

This claim was assigned as well as approved for a second opinion.Two professional technicians have now looked at this system and one has been approvedfor initial repairs and should be contacting the customer to schedule the work.This is despite some possibly non covered findings. We apologize that it hastaken a few extra days, however, it is standard procedure and is to the benefitto the customer to have more than one technician look at and diagnose thesystem.

Review: We purchased a home warranty when we bought our home. Recently we submitted two separate service tickets to address an electrical issue that seems to be occurring with the fan in our children's bedroom as well as with the wall ovens in the kitchen. When we signed up for the warranty we provided a copy of our home inspection report to HSC, and instead of calling us to schedule the appointment they requested another copy of the inspection report. Their terms and limitations of liability clearly state that the service call will take place within 24-48hrs, and it has been 3 days. When I called to get this escalated, the representative explained that my inspection report was being reviewed and that I should be getting a call soon. Soon is unacceptable when it's unsafe to use my ovens or have electrical issues in my children's bedroom. She refused to transfer me to a [redacted] and refused to cancel my contract to process a refund. This is absolutely unacceptable.Desired Settlement: There are one of 3 acceptable solutions. 1. Act like professionals and honor their warranty, not give customers the runaround, and process the service calls so that safety issues can be fixed. 2. Cancel the policy and issue a complete, full refund without deducting any of the "administrative fees". 3. Address the service call while also providing the comprehensive level of coverage for the same annual rate as the standard coverage.

Business

Response:

Unfortunately this is a slight misrepresentation of facts. Thiscontract was never valid and [redacted] signed up to get numerous systemrepaired/replaced. This is not a service that we provide and we are strictly awarranty company. The claims she filed were not subject to coverage and thehome inspection report confirmed a plethora of non-covered and pre-existingissues that void the contract as we do require for all covered systems andappliances to be fully operational to the manufacturer's originally intendeddesign and specification at the start of the contract. Claims filed were forphysical damage and numerous pre-existing issues just a few days after thestart of the contract. And the inspection report shows many more issues thatstill exist. [redacted] was never denied cancellation. In fact,the account was scheduled for cancellation as is and a supervisor contacted [redacted] to offer options to possibly save the contract orproceed with the scheduled cancellation (as she had also requested at the time)without any fees and a full refund. [redacted]has opted to proceed with the cancellation and was fullyrefunded and cancelled.

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 cancelled service with them because they were invalidating my contract based on things in the inspection report which we had addressed prior to closing. The issues requiring service were clearly covered under the contract terms and there was never any indication that I had an invalid contract. They accepted full payment only to wait until I requested service on a ceiling fan and ovens (neither of which were called out as having issues in the inspection report) and could not verify that they were in fact looking at my file when I spoke to the supervisor. I have attached copies of the home inspection report as well as the warranty contract and the requested services under the contract. We are fully aware that if the item is called out in the inspection report it is ineligible for coverage. As new owners of the home there is no way for us to know what is pre-existing or not. We did not close on the home until March **. Warranty coverage started on March **, and it has only recently been warm enough in the Seattle area to consider using the ceiling fans. If there really never was a valid contract, they should have never taken our money - interest free - for the last 3 weeks. This is unacceptable as a business practice.

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

Sincerely,

Business

Response:

Unfortunately this is not correct. The contract is clearly void as we do require all covered systems and appliances to be fully operational to the manufacturer's originally intended design and specifications at the time of the contract. As stated on the inspection report, there is a plethora of issues in the house which void it from coverage. The oven does not state that it was operational despite other appliances state they were tested and operational and the ceiling fans are all recommended to be replaced. [redacted] had just moved into this house and these issues have already been there and claims were filed for them as they were never fixed. We do not provide such services as we are strictly a home warranty company. We have also never received any paperwork showing that these issues, or any issues for that matter, were repaired. HSC will give the benefit of the doubt that [redacted] was not aware of our coverage and service that we provide and misunderstood or assumed that we cover any issues present in the house upon moving in. However, it has been thoroughlyexplained since that it is not the case and not what we do. Any further rejections will only further show fraudulent intent as this is a very easy and clear case and is now closed.

Review: My AC units stopped working on Friday July [redacted] and I submitted a service request that day for a technician to come out and diagnose the problem. Due to the holiday the technician came out on Saturday July [redacted] which is understandable and stated he concluded that compressor on the AC had failed and he would report this information to HSC on Monday July [redacted]. On Monday morning I called HSC to verify this had been done and they confirmed they had received the information from the technician and this had been moved to their approval department. I asked how long this process would take and was told that they did not know but would send an email to the approval department regarding my concerns. I didn't receive a call on Monday so I called again on Tuesday July 8th and was told it was still in the approval process and I expressed my concerns of the temperatures exceeding 100 degrees outside so they agreed to expedite the process. With still no call from the approval department I called again on Wednesday July [redacted] and was advised again that this was still in the approval process. I asked for a time frame again on this and was told they still didn't know but the would expedite the request again and message a [redacted] of this. I asked for a call back from the [redacted] but still have not been called back.Desired Settlement: I am just wanting to AC unit to be fixed/replaced in a timely manner. Due to the rising temperatures going without an AC for almost a week is unacceptable.

Business

Response:

We spoke to [redacted] and this has already all been resolved.

Review: This company is advertised as a home warranty service claiming..." As careful as we may be with them, the home system and appliances in our homes unexpectedly break down. With an HSC Home Protection Plan you no longer have to worry when something goes wrong. We will help you get it repaired by a qualified service contractor or simply get it replaced. Less worry, less hassle, less expenses."

I had a problem with an air conditioning unit. The unit after being inspected by a technician needed refrigerant (freon). This companies website clearly states that refrigerant IS COVERED under the standard policy. In the Terms & Conditions section of the contract under Air Conditioning Inclusions & Exclusions their is no mention of refrigerant being excluded from coverage. A supervisor at HSC stated that it must be a leak in a coil. Coils are also listed as an item that IS COVERED.

Very Deceptive advertising in website / Deceptive (or lack of language in the Air Conditioning section of the agreement) contractual language.Desired Settlement: A refund-Check and a written apology from [redacted] who accused me of FRAUD.

Business

Response:

This custmer IS FRAUD and his statement is completely and outright FALSE. Please note that we are a home WARRANTY company, not a home improvement or a remodeling company. Our contract clearly states that we require for all systems to be in full operating condition to the manufacturer's original intented design and specifications and that we do not cover conditions existing prior to the start date of the contract. [redacted] purchased our conbtract with the intent to replace his 2 central air conditioners. [redacted]s contract started on June [redacted], 2014. He filed a claim on June [redacted], 2014, the very next day. We sent out a professional mechanic to check and diagnose his problems. BOTH of his units were found to have freon leaks in the coils and both of his units were significantly short on refrigerant and therefore not cooling the air that was coming out. It is physically impossible for so much freon to have leaked out of both units in a day. Only way that can happen is if someone smashes and breaks the coils, which was not the case. Physical damage would not be a warranty issue anyway and had that been the case there would be a hole in the coils and ALL of the freon (gas) would have leaked out. The leaks are tiny and develop over time and it takes a very long time (many months) for the freon to leak out. In fact, they were so small that the technician even suggested putting leak stop in it instead of replcing it as it can tighten up the leaks from the inside (this would NOT be an option had the leaks been bigger). We have a statement from the professional mechanic stating that it is his professional opinion that these issues are much older than 1 day. This is very obvious. The issues are not covered and [redacted] is in breach of contract as NEITHER unit was operating to manufacturer's designed specifications when the contract started. [redacted] tried to defraud us and when we advised him that this was not covered he started yelling and did not let any of the representatives even put in a word. This will be dealt with by our legal department who does and will go after such customers with fraudulent defamation and/or outstanding balances. A REFUND WAS ALREADY ISSUED to [redacted] when his policy was cancelled per his request.

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]

Looking beyond the HSC response which contained an assortment of slanderous and false statements, poor grammar and multiple spelling errors I have great concerns regarding the Home Service Club’s statement that “Our contract clearly states that we require for all systems to be in full operating condition to the manufacturer's original intended design and specifications and that we do not cover conditions existing prior to the start date of the contract” is a blanketexcuse not to perform on advertised /contractual remedies. HSC is basically stating that appliances,plumbing, electrical wiring or any appliance or system must be new or close to new or the member is not covered due to the respective appliance does not meet “the manufacturer's original intended design and specifications”. How is a member to know when an appliance while operational no longer meets the manufacturer's specifications?

As to my claim for AC repair, prior to the technician even seeing the AC unit he stated that “HSC does not cover refrigerant ”.

That is totally contradictory to the HSC website (see below) that clearly states HSC covers refrigerant replacement. The technician did not know the length of my HSC membership prior to stating refrigerant was not covered by HSC. Regardless of how long I have been a member, I

am left to assume that a refrigerant leak would not be covered. This is patently false advertising since the policy states:

*COVERED:

You're covered for the repair or replacement of components and parts that

malfunction due to normal wear and tear, affecting the proper operation of one

air conditioning system. Air conditioning systems include, central electric

split and package units; geothermal; mini-splits; wall air conditioners (if the

primary cooling system in the home is comprised of wall air conditioners, three

(3) wall air conditioner units will be covered). Covered mechanical parts and

components include the following:

· Air handler

· Blower fan motors

· Capacitors

· Compressors

· Condenser fan motors

· Condenser coils

· Condensers

· Evaporator coils

· Fan blades

· Freon gas lines interior to the unit

· Internal system controls

· Internal wiring

· Motors (excludes dampers)

· REFRIGERANT (excludes reclamation)

As to the HSC comment that A REFUND WAS ALREADY ISSUED when his policy was cancelled… I do not consider a $35 refund for misrepresenting a service as an acceptable resolution. I expect to be reimbursed the $275 paid for the refrigerant that should have been covered as represented.

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

Sincerely,

Business

Response:

The contract is VERY clear and [redacted] is attempting to blatantly commit fraud. His misinterpretations are obvious and incorrect. HSC has never charged him $275.00, he paid that for non-covered repairs on his own to the technician. It had nothing to do with us he is simply trying to get it for free at the expense of The Home Service Club. Please refer to our previous response as to wehat happened. Also please refer to page 3, Section D of the contract for the following:

"This Agreement covers only mechanical failures relating to the mechanical parts and components of those domestic-grade items that were in the home and in

proper and safe operating condition and permanently installed and located within the perimeter of the main foundation of the home on the Agreement effective

date. “Mechanical failure” occurs when a covered item becomes inoperable and unable to perform its designated function, subject to the limitations and

conditions set forth herein. Examples of not covered: conditions that existed prior to Agreement effective date; lack of routine care and maintenance; misuse; and

rust and/or corrosion."

"The covered item will be deemed to have been in “proper operating condition” on the Agreement effective date if it was correctly located within the home, was

fully connected, was capable of successfully performing all operations commensurate with the manufacturer’s original design intention, and did not pose any

hazard to life or property. Determination of the operating condition as of Agreement effective date, and the nature of any failure, will be made by HSC based upon

our professional opinion, reflecting but not limited to, diagnosis made by our Authorized Service Contractors or trained direct employees."

[redacted] signed up with us to get his malfunctioning central air conditioning system replaced, was in breach of contract, and obvious fraud. We have the technician's report and diagnosis on his system. We have refunded him his monthly premium in full. We will have our legal department work on this as this is fraudulent defamation of our company. As a good will we are willing to not charge him for the outstanding balance for the service call that HSC paid for to the contractor who came out and offer additional $50.00 courtesy refund. Free money for attempting fraud! However, this would have to be done through our legal department and [redacted] will have to sign an agreement/stipulation before we can proceed.

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]

The HSC claim that they had nothing do with my paying the AC contractor $275 is patently false. The reason it was paid (was despite the HSC website clearly stating under items covered under standard coverage for refrigerant) was I simply needed the AC repaired despite the AC contractor stating BEFORE he even looked at the AC unit that HSC did not cover refrigerant.

I classify everything and anything HSC claims the AC contractor reported as complete hearsay. His invoice to me simply states I needed refrigerant.

I will not be signing any agreement with HSC for a courtesy $50 refund. After being called a fraud multiple times I will be satisfied with having my complaint posted to the New York Revdex.com site and I will move on to post a warning on Angie's List.

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

Sincerely,

Review: After much research and speaking with the Home Service Club about what items they cover and reading their contract, we purchased a full home warranty with the purchase of our home on 10/**/2014 after our home was fully inspected and all systems were in full working order.

About two weeks ago (5/**/2015) we submitted a claim due to our AC unit not working. We waited for a week to hear back about the status of our claim and after making repeated phone calls were told that one of HSC's contractors in our area would be out soon to repair our unit. [redacted] HVAC ([redacted]) came out to our home and required us to pay them a $90 inspection fee. The tech took apart our entire condensing unit and went into the basement to access the electrical panel. After his "assessment" he said that our condenser and fan are "shot" along with the "running capacitor" all needed to be replaced and could cost more than what a new unit would cost to install.

Last week we received a call from [redacted] in the claims department. He spoke with both my wife and myself about how our condenser WILL NOT BE REPAIRED or REPLACED because of "rust" and "pre-existing conditions". He went further to sell us on why it is not worth the repair work and how negligent we or the previous owners must have been. He continued to sell us on a brand-new system that would be more energy-efficient and he would get us a good deal around $2,500 and we won't find another deal like this. A "replacement will be a brand new, modern, 2.5 ton straight AC (both the entire outside condensing unit and the inside evaporator coil), r410a, 13 SEER Rheem Ruud brand, up to code system".

We contested this and pointed out in our contract that we are warranted a replacement if they cannot fix the current one. We simply want what we paid for a contract that states that if our covered system does not work, that HSC will fix or replace it.

Additionally, we made it very clear that our system has been well maintained. New filters every month, a professional inspection done and a professional HVAC company just installed a brand-new drier and condensing coil as of 6/**/2014 and found it to be in good working order.

[redacted] insisted on selling us a new system and repeated multiple non-fixable issues with our current system.

So, we called a professional HVAC company to come out to assess the system. He went out to the condenser and noticed it was still disassembled. After putting it back together, he immediately found no power was coming into the outside breaker. He said I need to look at the fuse panel inside.

Inside, the fuse breaker was on, so he took off the shield surrounding the fuse panel and immediately noticed that the main wire running to the AC fuse breaker had been removed.

He put the wire back into the fuse breaker and after switching on the AC system at the thermostat, it came on immediately and began blowing cold air.

I asked him, "Is this AC system in good working order?" and "Did you find any corrosion?" He replied and wrote on our invoice, "The system is in perfect working order and no corrosion was found".

We tried reaching back out to HSC, to no avail and tried calling [redacted], with no return. My wife e-mailed him directly and gave him the opportunity to fix the situation. He did not. He belittled us and insulted us. He said that he is "confused" and that it is "a weird situation". He went so far as to accuse us for "rigging" the system to work.

We paid good money in good faith for a service that frankly has no intentions on helping and goes further to insult us. This is not the practice of a reputable company and should be investigated for fraudulent activities and using high-pressure tactics to pressure us into buying new things they do not need.

"Relax, you're covered" just isn't the case for us and many, many others.Desired Settlement: We require HSC to refund our entire contact price of $682.80. We would also like a refund for our inspection fee of $90.00. We will pay for the repair cost of $220 since we have no use for the HSC warranty.

Business

Response:

We regret to see such false and absurd accusations and statementscompletely inconsistent with the facts. A reputable and trusted service companywith great feedback was assigned to diagnose [redacted] system upon receipt oftheir claim. The issues were in fact deemed as non-covered under their homewarranty terms and conditions for numerous major reasons. Regardless of thefact, courtesy help was offered. There was and is no such thing as"selling new units", or "high pressure tactics" and suchallegations are unreasonable and simple untrue. [redacted] and [redacted] were explainedwhat the condition of their unit was, what was recommended for the unit tocontinue working, and what issues it will continue to have (as there werenumerous). They were explained what is and what is not recommended and why.They were also offered help on different options. They were, however, awarethat it is completely up to them and they could chose any option, or non atall, and that HSC will stand behind them. [redacted] argued that "HSC shouldpay more because he cannot afford so much money at the moment". While wecompletely understand the hardships and frustration of new home owners, it isnot the responsibility of HSC to do what we are not contractually obligated todo and to offer services we do not provide. Although HSC did go above andbeyond to offer help, especially on the best, most recommended (professionally)option. After a review of the e-mail correspondences between [redacted] and [redacted]Baker, it is clear that the claims representative did not insult or belittleanyone. He was very professional and very helpful, as he has been for manyyears with our company. He expressed concerns about what the third party techdid for [redacted] and that he fears the unit will continue to have issues, andyet approved the requests [redacted] made in her e-mail, above and beyond whatwas per the contract. The accusations made in this false complaint are beyondany reason, completely and blatantly untrue, and appear to be an attempt to getmore than entitled out of HSC. Any approvals made by [redacted] are currentlyvoid and this account will be reviewed by a supervisor before any furtheraction can be taken. A supervisor will contact [redacted] upon review of theaccount.

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: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]

Review: I purchased a Home Warranty with my home in June of 2014. I attempted to use the warranty in Oct 2014 for a broken toilet in my master bathroom. The plumber came over and confirmed that the toilet was broken. It took me 12 angy phone calls and 3 weeks to get HSC to honor their warranty and replace my toilet. I am now having an issue with my pool filter and HSC is denying my claim. In my contract (pg 8 section 39) it states that they will cover the filter and the filter timer. Then in the next paragraph they state that they will not cover the filter elements. This is a direct contradiction to the previous statement. After consulting with a filter repair expert they confirmed that this was contradiction of their claim to cover the filter. I have contacted HSC multiple times asking to talk to a [redacted] and am told they will request to have a MGR call me back and no one ever does. I have pressed the customer service agent for a manager name and they refuse to give me a name of someone capable of giving me an answer. Even going so far to say that they do not know the name of their own boss. I am extremely frustrated with HSC refusal to fulfill on a Home Warranty I paid $600 for. Please Help!!Desired Settlement: I want others to know about the HSC SCAM so they can avoid getting ripped off. I would also like them to fix the warranted items.

Business

Response:

This is completely false and appears to be intentionallymisinterpreted by [redacted] himself. He had 2 prior claims both of which werecovered. He then filed a claim for his pool and HSC has dispatched aprofessional technician. He determined that [redacted] needs 9 of his gridsreplaced. Please note that our contract is extremely clear with no contradictions,and any professional will tell you that. The contract clearly states (under NOTcovered): "filter elements or media (e.g., cartridges, gridsand sand)", not to be confused with actual filters and timers. [redacted]is well aware of this and was explained it in detail as well, all while beingextremely rude, threatening, and vulgar to numerous representatives he spoketo. This is an invalid complaint. [redacted] is welcome to proceed with the workusing our assigned technician and with our costs, however it would be at hisown expense as the maintenance and the grids are not subject to coverage underhis warranty plan.

Review: I negotiated the purchase of a home warranty policy as a part of the closing on a property that I have purchased. This policy was to include the identified basic home coverage (hot water heater, heating and cooling equipment, major appliances, etc.) as well as pool/spa equipment. Prior to purchasing the property I had a home inspection performed by a licensed professional. This home inspection identified that all the major components on the property were functioning including the pool pump, hot water heater, and heating/cooling equipment (this inspection report can be provided upon request). Some small leaks related to the pool pump and corrosion related to the water heater were identified on the report, however both the pool pump/motor (item 205) and water heater (item 104) were noted as functioning and operational. Shortly after close of escrow on the property the pool motor/pump failed and I called Home Service Club (HSC) to report a maintenance request. The HSC representative requested the Home Inspection Report (identified above) and the invoice for a pool service tech who I had paid to come out and address the leaking items identified in the report. After several days I was contacted by HSC and informed that they would not cover the pool equipment due to the leaking noted in the Home Inspection Report claiming this to be a 'pre-existing condition' voiding coverage of the entire pump/motor even though the inspection report clearly states that the pump/motor was functioning properly at the time of inspection. When asked if the hot water heater would be covered under the policy, the HSC representative implied that the corrosion noted on water shut-off valve and connector would again void the policy as a 'pre-existing condition' even though the Home Inspection Report clearly states that the hot water heater was functioning at the time of inspection.

We negotiated the purchase of this Home Warranty policy specifically to cover 3 items: the pool/spa equipment, the hot water heater, and the heating/cooling equipment. The home that we were purchasing was 17 years old and this equipment (with the exception of the pool motor) was original. Though the equipment was all functioning now, it was coming to the end of its operational life. This property is in Arizona where we have 2 things: a harsh, hot sun; and hard water. It is reasonable to expect some leaks at pool plumbing exposed to the harsh sun, and also logical to expect corrosion at piping exposed to hot water -- especially over several years. It has become clear that HSC will not warrant any items unless they are brand new and functioning perfectly. As we all know, everything breaks down over time, so HSC really only covers items that are brand new. Obviously, if these items were new I wouldn't need a Home Warranty...Desired Settlement: I have already requested a cancellation of my policy and a full refund, however I am still stuck with the repair/replacement costs for the pool pump/motor which was identified as functioning in the Home Inspection report and included in the coverage of my original policy. I would like to be reimbursed for this repair/replacement.

Business

Response:

While we appreciate [redacted]s passion in trying to get hisnon-covered systems replaced by HSC, statements in this complaint are amis-representation of facts. Please note that HSC is strictly a warrantycompany and does not provide home improvement or remodeling services. [redacted] admittedly signed up with us for his bad systemsand HSC does require all systems that would be subject to coverage to befunctioning perfectly and according to the manufacturer's originally intendeddesign and specification prior to the start date of the contract. They do nothave to be brand new. [redacted] has manyissues in his house that void coverage and numerous ones with his pool/spaalone. Here are just some of the issues notes on the inspection report: "Prior leaking evident at the pump(s), There is a leak at theimpeller of the pool motor that should be repaired, The filter has aband-gasket leak which should be repaired, There are valve leak(s) in theequipment area which should be repaired, The pool light did not respond (GFCIprotection not confirmed), The pool lightcircuit GFCI protection was not tested." There are other issues that wereexisting prior to start of the contract and some that were nottested/inspected. [redacted] hasNEVER used this pool. He has had this house/contract for 10 days before filinghis claim, the weather has been in the 50s and 60s, and [redacted] admittedly stated that he had just tried turningit on for the first time to check it and it would not work. This isspecifically NOT what HSC plans are for and NOT the service that HSC provides. [redacted] needs a pool repair company or a home improvementcompany for such services and pay their respective rates. [redacted] had informed one of our representatives that hewas mad that he signed up with us for issues which we do not cover. [redacted] was also advised every step of the way, despitehaving had the contract and representatives available prior to signing up, thatissues existing prior to the start date of the contract are not subject to coverage.HSC has not done anything wrong here, acted in accordance with our contract,and have kept [redacted] fully informed. This complaint isunjust and not factual. This contract was already cancelled and refunded per [redacted]'s request, and no fees were charged. [redacted] is not a customer of HSC, not eligible forcoverage at this time, and no home improvement repairs will be paid by HSC.There is nothing else that can/will be done here and this case is 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:

First, I have checked with the Title agency which purchased this policy as a part of the closing. They HAVE NOT received the refund noted in the HSC response. I was told by HSC that because I did not purchase the policy directly (it was a condition of closing) that the policy funds could not be returned to me directly.Second, I was not provided a copy of the HSC contract. I only received an email entitled 'Relax, you're covered'. Furthermore it would not have occurred to me to identify items which could be classified as 'normal wear and tear' as items which may void coverage as a pre-existing condition.Third, I am aware that there are items which fall under my responsibility of general maintenance of the property. I have not requested HSC to cover items which were noted as not working. I fully intended to have the items noted as leaking repaired. In fact, I have now gotten them repaired by a pool contractor who identified that the noted leaks would not have any effect on the functionality or failure of the motor/pump. My inspection report clearly states that the motor/pump was functioning at the time of inspection. Furthermore implying that the pool pump would not be covered because the functionality of the pool light or GFCI could not be confirmed at the time of inspection is silly. One has absolutely nothing to do with the other!Please note that this inspection report was not requested by HSC until after the effective start date of my coverage. Should not something which has so much bearing on what is covered and not covered, be requested up front to establish a basis of that coverage which is clear? Additionally, at no point in time did HSC inquire whether any or all of these items had been repaired or corrected by the owner prior to closing. It is clear that they are using this inspection document after the fact to find every and any reason to not meet their contractual obligations.My coverage started on 12/*, the claim was made after that date. Stating that I have not used these items is irrelevant. I have not used the air conditioning. Does that mean that if I turned it on in June and it did not work that I would not be covered because I had not previously used it and the inspection report noted that the insulation around the piping was cracked and the units showed some rust even though the units were noted as functioning? If the pool pump was not performing as I wanted (but still functioning) and I had it replaced, that would be a renovation/remodel and I would happily pay for that. The point is that the pool pump was functioning prior to my coverage starting (as noted by the inspection report) and now, within the timeline of my coverage whether it be the beginning, middle, or end, it is no longer functioning. That is not renovation/remodel, that is repair/service/replacement.

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

Sincerely,

Review: I took my home warranty on 08/**/15 and unfortunately my AC went bad on 08/**/15. I realized it was going bad when my lights started to flicker. So I checked the AC and it was working fine but realised sometimes it was smoking so I turned it off and called the home warranty.HSC has incorrectly advertised that they are 24/7 but I was not able to contact anyone on 08/** and not till Monday and after several calls I was told that it will take aother 24-48 hoours for a tech to be assigned. After many calls, finally they allowed a tech to be on site and I paid $125. Tech came by and I also spoke to the techs who wrote the report and they stated I cannot know if it was going bad but now the condensor is bad. After the report was submitted after 15 calls , each time I was told it will take 24-48 hours for report to be reviewed, supervisor to call back, approval to finalize etc. So after many calls they called to state they want to cancel my account because they cannot pay for the condensor.( if they dont pay for condensor , but only want consumers to pay monthly fees, they shouldnt be in business). After this call, I called the tech and was told that they shouldnt be saying this because condensors can go bad anytime and ther is no way even for techs to know if it is going bad.I hope these kind of companies dont exist that rip of consumers.Desired Settlement: I want this company to respect my contract and go by the technician report.

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: I purchased a 1 year home warranty when I purchased my home in March 2015. On *June2015 1:30PM I called to register a service request. There is a leak in my bedroom ceiling which was causing water to leak onto the floor. I called to get an update 3 hours later. I was told it could take up to 24 hours. 24hours later no on had contacted me so I called again. I was then told that it could take up to 48 hours. I explained that the ceiling was looking like it was going to fall in. This was an urgent request. 48 hours went by and still no contact. I called again and was told all available plumbers were booked up for two weeks. I said this is an emergency, this could be affecting my structure, the electrical. I asked to speak to a supervisor. I was told that would extend the response time to my service request. I feel this company is in breach of my contract with them.Desired Settlement: I would like the original service order taken care of. I still have a leak. Then I would like my money back and to cancel the contract with the company.

Business

Response:

We would like to apologize to [redacted] for the slight delay. We assure that we are not in breach of contract and have contacted many techs. The location has proven more difficult in this busy season and many techs are booked up and unavailable for an immediate service call. It does happen from time to time and is beyond our control. We would also like to apologize for any lack of communication that may have happened. A claims adjuster did speak with [redacted] and has authorized to approve the claim without determining if it is covered or not and we will be sending [redacted] a check for the maximum allowed cap for the annual warranty period. This situation has been resolved.

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: As part of the negotiations for closing of my home Dec [redacted] 2014 a Home Warranty was purchased through our title company with Home Service Club(HSC) in our name for $610. In the first week in our new home our dishwasher started leaking badly. I called the Home Service Club and opened a claim. The following is the series of events from that point.

On December [redacted] my Dishwasher started leaking

On December [redacted] I put in the request to fix my dishwasher.

and informed HSC that I could not access the on line system to view my contract and asked how to get it. They told me they would get back to me.

on Dec [redacted] the company they hired to look at the dishwasher had scheduled to come out on the [redacted] but called and could not make it until late and scheduled to come by on Saturday the [redacted]

On the ** I paid my $125 deductabe to the Tech that came by and looked at the dishwasher and he stated it was a part he would need to order and that he would talk to HSC and get back to me

On the [redacted] of December I received a call from HSC stating that the repair was approved and that the repair company would order the part and come out to repair

On around January [redacted] the repair company came out to repair the dishwasher….and stated that it was fixed. it still leaked

On Jan [redacted] I called both HCS and the repair company informed them that the dishwasher was still leaking

on Jan [redacted] the Repair tech finally made it to the house 2 hours past the window (1-4) he was supposed to show up and never called me to say he would be late.

I spoke to a [redacted] about the tech not showing up and she contacted him and encouraged him to show up.

[redacted] then told me that if he did not fix the dishwasher at this return trip that HSC would look in to replacing the dishwasher

the tech looked at the dishwasher on the [redacted] and stated that he though the housing might be cracked and he would contact HCS for the next steps.

I left a message on with HSC Saturday the [redacted] requesting resolution

I received call back form HSC on Sunday the [redacted] stating that they would call me back Monday with a resolution

After multiple phone calls to HSC they insited that The Tech come out again and that they could only offer $100 to replace the dishwasher because they had already paid the tech for the repairs

I spoke to several contacts at HSC about the issue from ** jan-1* jan each time receiving different information including

-the tech will come back out again (4th trip)

-if you are not satisfied we can cancel you contract and give you your money back…don’t worry about the 30 days if you can just wait unit tomorrow to which they later informed me I was past the 30 days and would only give me back a portion of the contract money because they had paid the Tech

-I will have a [redacted] call you back

-we can offer you $200 to replace you dishwasher

I asked that I get an email with my contract and with my options for resolution be emailed to me on 1/**/2015.

They sent me a copy of the contract on 1\**\2015 but no resolution

Spoke with [redacted] about options to resolve the issues she again had the repair man come out to attempt repair on the [redacted] of Jan

after the repair tech came for his 4th call on the [redacted] of Jan he claimed it was fixed and it still leaked.

I have now emailed and left messages with the HSC about this 4th failed repair and they have yet to respond. As of ** Jan

Due to this lack of response and a need for a working diahwasher I have now resurched, purchased a new part and repaired the dishwasher myself as we were now at almost a month of waitingDesired Settlement: I would like my full dedutable $125 and the $610 paid for the policy refunded to me so that I can purchase a new policy from a different home warrantee company

Business

Response:

Here is the correct situation: [redacted] has signed up for ourservices and shortly after filed a claim for a pre-existing issues which HSCdoes not cover. A technician was sent out regardless and the repair wasapproved as a courtesy to help [redacted]

[redacted] out. The part which was needed took time to be ordered and received butwas installed. [redacted] had called back afterwards and saidthe unit is still having one of the issues and, despite it being not coveredand us having already spent money on it a technician was sent back out. [redacted] had called us and informed us that he did notlike the technician and wanted to speak to a [redacted]. The service companyhad told us a different story but have agreed to send a different technician tolook at the dishwasher from the beginning with a fresh set of eyes as acourtesy to us. A [redacted] then called [redacted]

[redacted] back and gave him numerous options. [redacted]

[redacted] was given the option offered by the service company to have a differenttechnician come out to look at the issue he claimed he was still having. He wasalso given an option of HSC eating the repair costs incurred to that point andoffering [redacted] an additional $200.00 he can usetowards a replacement of the non-covered unit. [redacted] has also inquired about cancellation and wasreferred to the cancellation policy on the contract which states that if thecontract is cancelled within 30 days of the start date then a full refund isapplied and there are no cancellation fees, however the customer is responsiblefor paying back any claims that were paid on the contract. If he does and earlycancellation after the first 30 days, a pro-rated refund is applied less a cancellationfee and any claims that were paid on this contract. As a courtesy to [redacted], who at that point was already past the 30 days,the [redacted] advised him that if he wishes to cancel then we will issue afull refund, waive the cancellation fee, and even waive the repair costs HSChas incurred thus far. [redacted] refusedthis option and requested that we do both fix/replace his dishwasher, refundhim his deductible for the non covered issue, AND then cancel with a fullrefund. Please note that HSC is a warranty company and does not provide oroffer services for customers to sign up, obtain a repair or replacement, andcancel with a refund. At this point HSC has paid money it was not obligated topay for a non covered issue and incurred this unjust and unwarranted complaint.If [redacted] wishes to cancel the contract he cando it in accordance to the cancellation policy of his contract, or he canaccept the offer presented to him but the [redacted] he spoke with which wewill gladly honor. He would need to sign an agreement to that effect before wecan proceed with it to avoid future discrepancies or misunderstandings.

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]

Here is the correct situation: [redacted] has signed up for ourservices and shortly after filed a claim for a pre-existing issues which HSCdoes not cover. Response: This is not fully correct. It is true I did file a claim shortly after I moved in to my home. I do not see in the contract(received on 1/**/2015) where there is a limit as to when I can file a claim after paying for it . As for a pre-existing issue that is not true. I ran the dishwasher from the 15-25 before the leaking appeared and even if it was preexisting I would have no knowledge of this as I did not live in this house prior to having a contract with HSC. The Prior owners informed me that they replaced the old dishwasher and when tested prior to closing my current dishwasher worked. HSC assuming that was an existing problem in no way makes it fact. A technician was sent out regardless and the repair wasapproved as a courtesy to help [redacted] out. Response: in no way shape or form was this ever communicated to me as curtesy call by HSC or the repair Tech. I was given a service number # [redacted] and I paid my deductible as instructed by HSC. Additionally if this was a curtsey why would the claims department agreed to fix a item that they deemed was out of contract? and to send a technician out multiple times. I would think that if this was something they had deemed was not covered in my contract they would brought that up in the begging not 20 days in to the claim. At the time of my claim call I asked the customer service rep about a leaking toilet and she stated right away that that was not covered. The part which was needed took time to be ordered and received butwas installed. [redacted] had called back afterwards and saidthe unit is still having one of the issues and, despite it being not coveredand us having already spent money on it a technician was sent back out. Response: Again I was never told this was not covered (until this response to the Revdex.com) and yes is still leaked after his repair (see attached video taken on Jan [redacted]) [redacted] had called us and informed us that he did notlike the technician and wanted to speak to a [redacted]. Response: Me not liking the technician I in fact liked him. I was on the other hand not impressed by his repair skills due to the fact he had been out multiple times and was hours late each time. I asked if they could send out a different technician to look at the dishwasher (they did not the same gentleman came each time) they again did not provide any indicati that this was not coverd (see email below)[redacted]

[redacted] The service companyhad told us a different story but have agreed to send a different technician tolook at the dishwasher from the beginning with a fresh set of eyes as acourtesy to us. Response: No they did not send out a different person the same man came each time. A [redacted] then called [redacted] back and gave him numerous options. [redacted]

[redacted] was given the option offered by the service company to have a differenttechnician come out to look at the issue he claimed he was still having. Response: I agreed to this. He came out on the [redacted] and did not fix the problem. I then sent an email to [redacted] on the [redacted] stating that it was still leaking she did not respond (see below) [redacted]

[redacted] He was also given an option of HSC eating the repair costs incurred to that point andoffering [redacted] an additional $200.00 he can usetowards a replacement of the non-covered unit. Response: Same answer on non-covered part. Yes I did refuse the $200 as they had stated they would fix or replace the unit. I opted to fix it as $200 would not cover the replacement. This is why they sent the tech on the [redacted]. [redacted] has also inquired about cancellation and wasreferred to the cancellation policy on the contract which states that if thecontract is cancelled within 30 days of the start date then a full refund isapplied and there are no cancellation fees, however the customer is responsiblefor paying back any claims that were paid on the contract. Response: Yes I inquired about cancelling my contract. After 20 days of back on forth trying to get my dishwasher fixed I felt that the HCS had more than enough time to resolve the issue. I did not agree that I should have to pay out fees as I had already paid my deductible to get it repaired. If he does and early cancellation after the first 30 days, a pro-rated refund is applied less a cancellationfee and any claims that were paid on this contract. As a courtesy to [redacted], who at that point was already past the 30 days,the [redacted] advised him that if he wishes to cancel then we will issue afull refund, waive the cancellation fee, and even waive the repair costs HSChas incurred thus far. Response: Not sure what is being said here? is HSC offering to refund my full policy amount or a prorated amount? I wanted to get my dishwasher fixed and keep my contract at this point. That is why the tech was sent back out on the [redacted] when HSC stopped responding to my request for completion of service I contacted the Revdex.com. IF HCS is willing to refund my full $610.80 so I can purchase a new policy with a new company. I will not seek my $125 deductible for the repair of the dishwasher. [redacted] refused this option and requested that we do both fix/replace his dishwasher, refundhim his deductible for the non-covered issue, AND then cancel with a fullrefund. Response: I elected to have my dishwasher fixed HSC did not fix my dishwasher that is what I wanted to have done. after 20+ days I wanted my money back from the policy as HCS stopped responding to my requests and I was forced to find a way to fix the dishwasher. Please note that HSC is a warranty company and does not provide oroffer services for customers to sign up, obtain a repair or replacement, andcancel with a refund. Response: I did not sign up to obtain a repair or replace, I purchased a house, got a home warranty, my dishwasher broke, I filed a claim, HSC sent a repairman, he did not fix the problem and now after HCS stopped responding to me (until I contacted the Revdex.com) I am requesting a refund because the service I paid for is not being performed. Simply claiming something is not covered after the Revdex.com is involved is not an answer to a lack of service. At this point HSC has paid money it was not obligated topay for a non-covered issue and incurred this unjust and unwarranted complaint.If [redacted] wishes to cancel the contract he cando it in accordance to the cancellation policy of his contract, or he canaccept the offer presented to him but the [redacted] he spoke with which wewill gladly honor. He would need to sign an agreement to that effect before wecan proceed with it to avoid future discrepancies or misunderstandings. Response: I do wish to cancel my contract and receive the full $610.80 so that I can purchase a new home Warranty from a different company. As an act of good faith I will revoke my claim for my deductible as a mean to lessen the burden HCS incurred in unsuccessfully repairing my dishwasher.

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

Business

Response:

The letter was emailed to [redacted]'s e-mail address on file ([redacted]) as promised that day, and has been re-sent from two different e-mail addresses again a day ago after he has contacted us stating he never received it. If [redacted] still has not received it he can check his junk mail folder, provide a different e-mail address, or provide a fax number and we will re-send it again. We can also physically mail it to him but that would naturally be more time consuming and dependant on the post office.

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: I purchased a home warranty contract with HSC on August 2013. On June [redacted] 2014 my A/C stopped working and was not blowing cold air. I promptly called the HSC service call number to report my issue (June [redacted] 2014 @ 6:45am pst) with my A/C unit. They quickly sent out an A/C technician to evaluate and troubleshoot my issue. I paid my $125 dollar service fee. I called HSC on June [redacted] at 6:45 am pst to ask for a status on my service call. I was told that my case was with underwriting department for approval. I was told that I would hear back from someone by end of day pertaining to my status. My father whom is 65 lives with me and the temp has been in the 90's since I had my issue. Long story short I called the [redacted] and got the same response. I called on the [redacted] and gave me the same answer which was "It's with underwriting for approval" I asked why it's taking so long? they said it was because it was recommended to have the A/C unit replaced by the A/C contractor but they had two options which was to repair or replace and that these decisions take some time to approve. I asked to speak to a [redacted] and they would not allow me to speak to one. On June [redacted] 2014 @ 3:01pst I received a call from HSC informing me that there are 2 options 1 to repair and one to replace. I was told that it would be advisable to replace it but that it would cost me $2000 out of my pocket to do so. I was told that it is HSC's obligation to only repair the item and get it back to working condition per their contract even thought the A/C contractor has recommended to replace it. I don't know why two options were presented 1 to repair and 2 to replace but they were. I spoke to the HSC representative for about 1hour and 30 minutes trying to understand why they were trying to make me pay for replacement of my A/C unit when I thought the replacement was covered under my contract. I'm trying to understand why this is still not resolved and why they won't follow through with the professional recommendation of the tech to replace A/C. During this call the person I spoke to was very rude. The unit was repaired with the least expensive option for The Home Service Club Warranty. The unit never worked the same after this repair (would run all day and not cool).

My unit failed again on August [redacted] 2014. I've been waiting patiently since August [redacted] to have this issue resolved. The A/C tech once again recommended that my A/C unit be replaced. The Home Service Club Warranty told me today (September ** 2014 10:30am) after calling every day that they need to get a 2nd opinion and will be sending out a new technician. The unit broke because HSC decided to go with the cheaper option which was to repair it based on the documentation and information I have. The technician made a professional recommendation to have the unit replaced but HSC would not do that because it was an expensive option so they had the A/C tech try and repair it. Which by the looks of it did not last because my unit is broken again and has been for almost 1 month.

Had they replaced the unit in the first place like the A/C tech recommended. The unit would not have broken again. Now they will be spending probably what equates to the same amount as replacing it since the unit failed again.

My family and I would be happy with their customer service if they would have followed the professional opinion of the A/C technician and done the right thing. Instead they opted out for the cheaper of the 2 options.Desired Settlement: The professional opinion of the technician on the firs call was to replace the unit. Since the unit has failed again.

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: On ** April 2014 I reported a problem to Home Service club stating that the home AC unit was not cooling and I called One Hour Heating and Air to have a Technician look at it. I tried several times to call HSC and would get the answering machine. So by the time the technician arrived I paid for the diagnostic fee, and continue to contact the to no avail. It was said the unit was 15 years old, the freon will no longer be used as of 2015, so it made sense to replace the unit. Another representative from One Hour Heating and Air came out the next day to explain my options which were limited. While there I contacted HSC four times before finally getting someone to answer. I spoke with [redacted] and she also spoke with the representative and said what HSC needed from them. The items requested were sent in the next day and I have called several more time and will never get through, but when I do get through I'm told the paperwork is with the [redacted] for review. I asked to speak with a [redacted] on two occasions and never got anyone. During my conversation with [redacted] I asked her because I had never used a warranty company could I choose who does the work and she stated that if I find someone sure, but was later told by another working at HSC that's not how it work because they have their one service companies they use. I am always told someone will be calling you or when a decision is made you will be email. I called today and asked to speak with [redacted] and she stated she didn't know of my claim. It seems I am getting the run around to be reimburesed.Desired Settlement: I would like for HSC to fufill the claim like their contract states. In the contract it states they will cover up to $2500.00 for repairs or replacement and the unit was replaced being so it was 15 years old.

Business

Response:

This issue was resolved and a check #[redacted] was sent out on May [redacted] to the customer as per our verbal agreement with him. Thank you.

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,

I had submitted a service order request for my dishwasher because it had stopped working properly. A technician came out that day to diagnose the issue. He fixed the issue but also recommended that we get a new dishwasher because of the age of the appliance. He submitted his recommendation to HSA and they contacted me within a few days to let me know how much the reimbursement would be once we purchased a new dishwasher. Once we purchased the new dishwasher, I spoke to customer service who asked that I submit a receipt of purchase. I did and was reimbursed our insurance portion.

Review: I have been paying a monthly premium to this company. On Saturday 08/**/2014 my upstairs HVAC system stopped cooling and was running constantly and also making a noise. We turned the unit off and I submitted a request for repair. On Sunday 08/**/2014 a representative from HSWC called me and stated that they would be sending someone out Monday morning to fix my air conditioning. I prepared to go into work late. Monday morning at [redacted] with [redacted] contacted me to let me know that he had received the service request fro HSWC but would not be coming out to fix my unit because his company was owed a large amount of money from HSWC and would not pay. Until they paid their past due account, he would not provide any further service calls for this company. I contacteed HSWC and was informed that this was not correct and they would contact [redacted] and correct the problem. Throughout the day, I contacted HSWC three more times and twice was assured that [redacted] would be calling me asap and coming out to fix my cooling. By Monday evening, it was apparent that no one was coming and I contacted HSWC AGAIN and left a message. No one returned my call. I then went online and filled out another request for service but got no response. I contacted HSWC again around noon on Tuesday 08/**/2014 and was told that they were "working" on finding someone to service my unit but would not give me a company name, nor time when they would be coming. I requested that a [redacted] return my call and confirm that this was a legitimate company and felt like they were charging a monthly fee for services that they could not, or would not honor! I have yet to have anyone from HSWC return my call nor have I received any call from a service provider!! This is fraud and they are scamming consumers with outrageous monthly fees hoping that no one needs service because when they DO need service they cannot get anyone out to make the calls because they are not paying their bills! I intend to report this to the local DA's office if they do not respond to my complaint!Desired Settlement: I expect a full refund of every single dime I have paid into this company as a "monthly member" and also expect them to cover whatever I will have to spend to get my unit repaired up to $1,500! I purchased a service club guarantee with this company and have been without cooling for four days now with no relief in sight!! I cannot keep waiting in the heat for them to finally find some poor company that will repair my unit not knowing that they will not be paid! I strongly feel this is a scam!

Business

Response:

[redacted] filed a claim on Friday. A technician was quickly assigned. However that technician has notified that he would not be able to come out and it had to be rescheduled. [redacted] called this morning and was advised that our service response team is working on assigning a service provider and she will be notified shortly once that is done. We have since assigned a different technician and have contacted [redacted] hours ago to let her know and left her a voice mail. There is nothing wrong with this claim and we are doing everything that we say we will and everything is according to the contract. If [redacted] wishes to cancel her contract, which she has not requested until now through the Revdex.com, then we have to cancel the service call and we can cancel. If [redacted] wishes to proceed with the service, then it has been set up earlier today. The accusations in this complaint are extreme and unjust. HSC has done absolutely nothing wrong. Please let us know if you wish to proceed with the service or cancel the contract and we will promptly process either request. 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:

[Your Answer Here]

Everything I stated in my complaint is accurate. [redacted] was assigned to my call and would not come out because HWSC has unpaid invoices with them. Let's assume that this is false on the part of Thompson Services, then HWSC should have reassigned my claim to another company IMMEDIATELY and assured me this was false and my cooling would be repaired quiclky. All would have been okay. However, they did NOT do that and have failed over and over and over to send someone out to my home!

This morning they did send JC Mechanical out to my home. I would like to add that it is now FIVE DAYS since my initial service request was submitted. I live in TN and the temperature here is averaging 98 degrees with NO COOLING for five days! How is this acceptable? To make matters worse, the technician arrived and informed me that there is a leak in the coil and he would recommend the unit needed to be replaced or the coil would need to be replaced but it may be more cost effective to just replace the unit. He said he would have to call HWSC and report the problem and would be back inside in just a few minutes. He returned and told me he apologized but did not receive approval by phone, as he normally does when working with other warranty companies. HWSC informed him that it would have to go through "approval" and they could not give him authorization to make any repairs. So, we are now in the afternoon of the fifth day with a broken unit, and once again HWSC will NOT approve the repair and forcing us to continue to endure the swelltering heat until this can be resolved or pay out of pocket for the repair! In fact, HWSC even stated to the technician that they should be able to get approval in a "couple of minutes" but returned some time later and said she was not able to approve the repair and it would have to go to someone else for approval!!

If I did not have a warranty and my unit broke, I would have had a service technician at my house the same day! To be five days in, and still be told that the repair would have to be "approved" and still living in extreme heat with no cooling is absolutely ridiculous! I am a real estate agent and have worked with many, many home warranty companies. It is NOT normal nor appropriate to receive a phone call from a service provider informing the homeowner that they would not be servicing your unit because the home warranty company is past due on paying bills, and it is certainly not normal to be FIVE DAYS into a reported service problem before a technician arrives and then be told the repair still could not be made because the work had to be "approved" and the technician leave with no time frame for when or if he would be returning to make the repair other than the warranty company would "call him some time today."

I do want to make clear that the technician that FINALLY came today with JC Mechanical was extremely nice and professional. He did not receive the request to service my unit until yesterday - four days after I had asked for service so I find no fault on his part and am very pleased with this company. I would also like to add that I had called HWSC REPEATEDLY and even submitted a second request online about this issue and informed them on my last call that I WOULD BE FILING A COMPLAINT if they did not call me back with some concrete information on when a technician would be arriving at my home. They did not follow up with me, and as I stated, I did move forward with filing a complaint with the Revdex.com. I do not think moving forward with filing a Revdex.com complaint after waiting FOUR days in extreme heat for a confirmed appointed with a HVAC technician is over-reacting and is very appropriate! HWSC had FOUR days to resolve this before I moved forward. They made NO attempt to have this resolved until my complaint had been submitted! If they were truly wanting to honor their warranty and provide customer service, then the technician would have arrived this morning, called them with the problem, and been given approval to make the repairs! problem solved, and complaint would have been moved to satisfied. As it stands, I have paid a $125 service call fee to be told my unit is broken and NOTHING has been done!

Since we now know what the problem is, I expect them to honor the written agreement that is between us and have the unit replaced and make this approved immediately!! They should be liable for the days that I am having to go without any cooling while they fail to have this problem addressed! If they cannot provide service in a prompt, professional manner and make the repairs, it is unethical for them to be charging monthly "membership fees" and then having the technicians collect a $125 deductible! Quite frankly, this is the most outrageous experience I have ever heard of a consumer experiencing with a home warranty company...and as a realtor I have heard many!

Again, I expect my unit to be repaired if possible, or replaced IMMEDIATELY! In addition, I certainly do not wish to remain a "member" of this "club" that offers zero benefits and takes days to respond to a service request!! I expect them to honor their contract and then release me from being a future "member!"

Thank you.

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

Sincerely,

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]

This is completely false and I am confident that any consumer or legal entity will clearly see this situation for what it is and be able to determine who is being truthful. I do not rely on verbal but have written documentation to back up my complaint and facts.

I AM still waiting on HWSC and in fact have a recorded conversation between myself and "[redacted] regarding this matter. Supposedly they were sending me a letter to sign regarding our agreement and as of this morning, that has not been received. They did agree to pay $1300 toward replacing the unit which is LESS money that the cost of the repair according to [redacted]. The cost of the repair was quoted to me at $2200 with $525 being my responsibility plus the deductible. The technician that THEY sent out advised me that it would be better to replace the entire unit so I agreed to pay MORE money out of my pocket and accept a $1300 settlement and pay the difference for an entirely new unit. This is actually SAVING HWSC MONEY according to the figures that [redacted] has quoted to me. In addition, no one in a [redacted] role or management has ever attempted to contact me to apologize for this situation or discuss matters with me. However, in my conversation with [redacted], I was told that she went back to her "[redacted]" and was told that they did not want to hear about my complaint again and IF I did not ACCEPT their offer right now, during that conversation, they would rescind the offer and give me nothing! I was also told that I was being flagt3e as a "fraud" customer because of my complaint and that their "legal department would be sending me a letter to sign and then payment of the $1300 would be approved. As of this morning, I have received no letter from their "legal deparmtnet" and their technician has received no approval. I am waiting on this "letter" to arrive and approval to be send to the technician only to log onto my email and read that once again they are telling a different story online and are claiming I have refused their service and that my complaint is false!!

Please note that I have a written contract that clearly states that they will respond within 12 hours to a service request during normal business hours and 24-48 hours after hours and weekends. The contract also clearly states that if HWSC cannot meet these timelines then a customer may hire their own service technician and they will reimburse the cost. This is a written and binding contract that I do intend to persue if they do not honor this agreement today. I will not spend another week waiting on this company to make a decision or stall with approva which temperatures here expected to be 98-100 all weekend. I am prepared to move forward and seek legal action if needed.

This service call was made on Friday 8/** and I have written documentation to prove this fact. Multiple phone calls were made between that initial request and Monday afternoon to HWSC which again can be documented by my cell phone bill. Since they could not, or would not provide a technician, a SECOND request for service was made in writing on Monday 8/** which can be documented in writing. The technician was not sent to my home until 8/**/14 which is FAR GREATER THAN THE TERMS OF OUR WRITTEN AND BINDING CONTRACT! In fact it would be five days before they sent a service technician out.

In addition, I have been the one who has made multiple phone calls to this company attempting to get anyone to respond. Their technician as of this morning, 8/**/14 still does NOT have their approval as they stated (which can be documented. I spoke with them in the evening on 8/** and again this morning to confirm that they had NOT received any approval from HWSC!) I do not know how many times I have to state that I have NOT received approval and I AM WAITING on HWSC to get my cooling restored. I have children at home and they are having to sleep elsewhere during the school year because it is too hot to remain in their rooms!

Since HWSC has stated in writing that it is me who has refused service, and they they HAVE APPROVED, the repair, Let this public letter and response to their statement serve as my notice to HWSC that I accept their offer of $1300 and will pay the remaining balance out of my pocket to replace the entire unit. This should be happily accepted by them since 1) they made the offer to me and 2) It is saving them approximately $250 - $375 based on the figures that [redacted] with HWSC gave me and 3) they have stated to the Revdex.com that they approved the repairs and are waiting on me. Their wait is over. I accept and THEIR TECHNICIAN is waiting for their written authoriation. In addition, I have never received any letter or statement from HWSC which I was told by [redacted] yesterday 8/** would be provided to me.

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

Sincerely,

Business

Response:

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