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Home Service Club Warranty Corp

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Reviews Home Service Club Warranty Corp

Home Service Club Warranty Corp Reviews (624)

Review: On July **, 2014 I entered a service request with HSC to fix my A/C system, which had stopped blowing cold air. On July ** the contractor provided by HSC came and determined that the evaporator coil in the air handler needed to be replaced as it was leaking refrigerant. The contractor told me that he would provide the diagnosis to HSC and they would be in contact. After a week of hearing nothing I called HSC a couple of times and was told that the claim was under review. On July ** an HSC representative called and told me that the claim was being denied because I had a mismatched system. She told me that my A/C system was not covered because the compressor that sits outside the house was a Trane brand and the air handler that sits inside the house was a Carrier brand. I told her that those are two separate units and that I did not believe that was what is meant by mismatched. She then told me that there was another exclusion in the contract for incompatible units. I told her that I did not believe that service denial was proper and that I would get back to her. That afternoon I called the contractor that diagnosed the issue and told him of my conversation with HSC. He said that the units are different brands, but that they are not mismatched. He told me to have HSC call him immediately to discuss. I called the HSC representative that I had previously spoken with and left a message asking her to call the contractor. I then called a Trane dealer and asked if a Trane compressor was compatible with a Carrier air handler. He said it was. I then called a Carrier dealer and asked if a Carrier air handler was compatible with a Trane compressor. He said it was. I called the HSC representative and left a message conveying this information. After not hearing back from the HSC representative that day (July **), I called again on July ** and left a message telling her that I needed resolution on the issue. She has not returned my call.Desired Settlement: I would like for HSC to authorize the contractor to replace the evaporator coil as provided by the contract that I entered with HSC.

Business

Response:

[redacted] signed up with us on July [redacted] to have his AC unit

repaired/replaced. Unfortunately we are not a home improvement company and do

not provide such services. We are strictly a home warranty company and have

terms and conditions as well as requirements that must be met in order to be

eligible for coverage. [redacted]'s system

is a mis-matched system. While we appreciate the opinion of all our customers,

we have to go by our contract and not what [redacted]

[redacted] believes it should be. The system was not designed nor meant to work in

such a way, it was not built that way and was parts were replaced over the

years with different ones that do not match. Compatibility is not in question.

All warranty companies and manufacturers void their warranties on such

conditions. It is like have a Honda engine in a Toyota and is numerously listed

in [redacted]'s contract as not covered. The contract

also requires that all systems are fully operational to the manufacturer's

originally intended design and specifications at the start date of the contract

in order to be eligible for coverage. Which, according to a professional

mechanic who looked at the unit and our trained employees, this system was not.

This contract should be void and cancelled. We offered [redacted] to keep the contract as a courtesy. However, this

system is not one that is subject to coverage and [redacted]

[redacted] has not gotten back to us to let us know if he wishes to keep or cancel

the contract. If [redacted]

[redacted] wishes to repair/replace his system, we may be able to offer $200.00

toward the work as a good will offer. Please respond back at your earliest

convenience as this is scheduled to be cancelled by end of business day on

Friday, Aug [redacted] 2014. 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:

I did not sign up with HSC to have my AC unit repaired/replaced. I signed up for the warranty services. When I signed up (which was actually in the middle of June due to the waiting period) the AC unit was working.

HSC keeps claiming that the system is mismatched, presumably because the compressor is a Trane and the air handler is a Carrier. In the Limitations of Liability section of the contract, mismatched is defined as "systems with incompatible components with different capacity ratings". I spoke with the professional mechanic that HSC sent to look at the system and he said that the systems were not incompatible. I spoke with Trane and Carrier representatives and each said that a Trane compressor can be used with a Carrier air handler. The company that installed the Carrier air handler unit (which was before I owned the house, but I have the paperwork) is a well-respected HVAC company in Atlanta--I don't believe they would have installed a unit that would automatically have it's warranty voided because it is a different brand than the compressor.

As to the offer to keep the contract as a courtesy, I have no idea what [redacted] is talking about. I have called HSC every day since the original denial of my claim and requested that someone call me to discuss the matter. I have yet to hear from HSC.

To me it seems that HSC just does not want to pay for what is likely an expensive repair. I would suggest that we have a conference call with the technician that diagnosed the problem. If he says that the systems are not compatible, then I will drop my complaint. If he says that they are compatible, then I will expect HSC to authorize the repair.

Sincerely,

Business

Response:

This, again, is a misrepresentation of facts. While we value [redacted]

[redacted] opinion, as well as those of other random HVAC companies in Atlanta,

the fact of the matter remains that the system is, in fact, a mismatched system

(modified from manufacturer's original design as stated in the contract, as one

brands unit is designed and made to work with all of the parts and components

of the same brand) and with the condition the unit is in, it is apparent that

[redacted] clearly signed up on July [redacted] to get this system replaced. And again,

the system was not built or installed that way, a part of it went back some tie

ago and instead of replacing it with a matching unit it was replaced with a

different one. It is not uncommon as many HVAC companies are only authorized

dealers for certain brands and everything they replace, they do so with the

brands that they carry. HSC cannot speak for those companies and their actions,

and we follow our contract to the letter. We are a warranty company not a home

improvement company. As stated below, we offered to keep this contract as a

customer courtesy, however [redacted] must agree to such in writing or it is

scheduled for cancellation. We have all the information from the technician

regarding this system, and if [redacted] wishes to keep the contract and

repair/replace his system through our assigned mechanic then the good will

offer from the previous communication is still valid through Friday.

Consumer

Response:

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

[Your Answer Here]

I really don't appreciate being called a liar. These systems have been in place, working just fine, since before I bought the house in 2002. I did not all of the sudden just decide that I wanted to replace them. And I don't understand what facts you believe I have misrepresented. The only misrepresentation that I have seen is your previous allegation that HSC had previously offered to keep the contract as a courtesy when, in fact, HSC had made no such offer. I spoke again with the contractor and he said that the units are compatible with each other. So, obviously, the random contractor in Atlanta that you sent to diagnose the issue believes that the systems are not mismatched.

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

Sincerely,

Review: We purchased a home warranty through Home Service Club with an effective date of 7/**/2015. On 7/**/2015 I left for vacation and returned on 7/**/15. When arriving home there was no power. I reset the breaker and when the AC unit turned on the breaker tripped again. I called HSC on 7/**/15 and left information. On 8/* they returned my call and my wife spoke to agent. The agent requested that we authorize payment for a technician to visit the home to determine if the problem with the AC was due to an existing condition. The technician arrived on 8/* and determined it was not an existing condition and contacted HSC. I have contacted HSC numerous times and continue to be told that our request was turned over to authorizing department. I informed them our son is asthmatic and with the temp exceed 100 degrees we need help. Tomorrow will be 2 weeks since the initial phone call to request service and we still cannot get any help or response. We have followed what we were told to do and the service technician made the determination but this company still refuses to return calls and honor the warranty problem.Desired Settlement: HSC must honor the contract and have the system repaired within 5 days.

Consumer

Response:

Received a call from HSC, amazing after I made the complaint they have ruled the failure of the compressor to not be covered. This is after a technician determined it was not a pre existing condition and properly working. However, HSC determined that it was not properly working and would not be covered. I am accept this decision but have cancelled my account with them and will try to find a company with a customer service system that allows timely response and cordial employees. The customer service with this company is horrible and the sales person that sold this plan to me exaggerated their coverage as well as their timely response.[redacted]

Review: I purchased this home warranty on the day I bought my home on March **, 2015. I logged a service request because my AC unit went out and I am being told it is a pre-existing issue and they will not cover the cost to replace the outside unit. The unit has been working fine until the June [redacted] when it stopped cooling the house. They are stating that the lack of Freon proves it was an issue that existed before I bought the house? Here is the clause in the warranty, but the repair company is indicating that it is due to normal wear and tear not something that was previously wrong.

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

rust and/or corrosion.Desired Settlement: I want them to replace the motor and condenser in my air conditioning unit which is covered under the policy that was purchased.

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: HSC has over-billed me a total of 8 times (I have only been with HSC for two months, July and August). They have been made aware of the situation, repaid me twice for this issue and the issue continues to occur this weekend while HSC is not available.Desired Settlement: HSC to refund my money and close my account

Business

Response:

There was a billing error and it has already been resolved. We sincerely apologize for any inconvenience it may have caused. We have spoke to [redacted] this morning and everything has been resolved. A representative will be calling him in regards to his cancellation request.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], but I have not recieved the money that has been taken from me and the case is not resolved. I will be cancelling my policy once I have received my money in my account.

Sincerely,

Review: They declined every claim submitted stating rediculous reasons. My plumbing systen is covered, except my broken pipe because my pipes are under the hardwood floor. My dryer wasnt covered because I had a plastic vent tube inside the house instead of a tin foil one. My air conditioner wasn't covered because there was slight dirt on an outside unit. The air conditioner company told them that had nothing to do with thw unit failing. Duct work system is covered except mine because it is under the hardwood floor. They did not cover one si gle claim. Can't appeal because [redacted] is a gate keeper and there is no way to appeal.Desired Settlement: Replace my air conditioning unit and my gas dryer as stated in contract and reimburse $150.00 for the broken pipe.

Business

Response:

While we generally appreciate all of our customers' feedbacks, and always give the customer the benefit of the doubt that perhaps maybe either us or a technician made a mistake or maybe the customer simply misunderstands the coverage, given the long history of this account it is very clear and evident that the customer is fully aware of coverage and is intentionally twisting obvious and simple facts and provides false information in an attempt to fraudulently bully our company. This account has now been flagged and will be reviewed and handled accordingly. Every statement made in the customer's false complaint is simply an intentional twisting of facts. Customer had numerous claims that were covered. Customer had numerous claims that were not covered as per the contract and yet HSC spent hundreds of dollars on those claims despite it being the customer’s responsibility. Customer even had a claim which was not covered and HSC offered the customer $850 of free money without any contractual obligation to do so and above and beyond any obligation whatsoever. Literally just goodwill free (a lot of) money just as a courtesy to the customer to help her and because customer service is our utmost priority, and the customer though initially agreeing to it later refused this generous offer in hopes of fraudulently getting more by providing false information to the Revdex.com. Continuously filing claims or refusing to accept the terms of coverage for something that our services do not cover will not make that issue covered. Twisting facts and making up false information about an issue that our services do not cover, also, will not make that issue covered. As clearly stated on our contract, and as customer is well aware of, plumbing leaks are covered within the main foundation of the home except all piping and plumbing outside of the perimeter of the foundation or below the lowest floor of the home (including under the foundation or in a crawl space). We are a home warranty company and not a general contracting, remodeling, or home improvement company. Customer had a leak underneath her home which we, as a warranty company, do not cover. Nonetheless we spent $190.00 on this claim that was the customer's responsibility. Pretending that it was not covered because her floor is a hardwood one as if the material of the floor is a deciding factor and that all other such cases are covered except for hers is simply false, absurd, factually incorrect, and does not and will not change the terms of coverage. Demanding that it should be covered despite it specifically not being a covered peril is also absurd, incorrect, unethical and will not change coverage. Customer has plumbing coverage as stated in the terms of coverage. The fact that she had an issue outside of the terms of coverage has nothing to do with our services. Customer's statement that duct work is covered except for hers because it is under her, again, hardwood floor, is not only factually incorrect but does not make any sense. What does that even mean? Duct work coverage is an HVAC category which covers breaks or leaks in the HVAC ducts and vents none of which are below the foundation of the home and have nothing to do with the customer's floor. Customer had an issue with her clothes dryer vent, not her HVAC ductwork. Besides the facts that the vent was incorrect and improperly installed and literally missing parts (all of which are not warranty issues and are not mechanical failures due to normal wear and tear), dryer vent is simply not a covered category and there is no coverage offered for it. Nonetheless HSC spent a lot of money on it as a courtesy. Customer's actual dryer was tampered with, whether intentionally to sabotage it or not is irrelevant to coverage, and not subject to coverage. However, HSC yet again offered a courtesy of hundreds of dollars to help the customer replace the unit. Statements regarding customer's air conditioner are not only factually incorrect, but are a flat out and inconsistent twisting of facts. Customer blamed it on "slight dirt on the outside unit", then on "slight dirt on coil", wanted to do a repair, then did not want to do a repair, didn’t want a replacement, then wanted a replacement, and continuously makes things up and tries to find ways to blame someone and get it paid for by our company. The fact of the matter is that we did send out a technician and the issue was an extremely poorly maintained, dirty system that needed maintenance and a new coil because the system had debris in it. There were no mechanical or electrical failures due to normal wear and tear and the obvious lack of maintenance and terribly dirty condition of the system is what the issues were. HSC advised customer that this is beyond repair and needs to be replaced, and yet again, despite it not being covered offered the customer $850 in good faith to help with the replacement costs, above and beyond any contractual obligations. The customer wanted a repair and did not want to replace the system. Despite it blatantly not being a covered issue, and us offering a large courtesy towards replacement, HSC offered to put that towards the repair. However, the customer would have to agree to and sign a liability release waiver as neither HSC nor the service company would warranty or be responsible for any issues post the repair or if the repair would not hold for long, or at all as was very likely. The customer immediately changed her mind and no longer wanted a repair as the goal was always to get others to fully pay for what is her responsibility. HSC has since kept the offer open for free $850.00 towards replacement as well as an extra separate courtesy towards replacement of the non-covered dryer. So HSC has covered claims, has spent money on non-covered claims which should NOT be covered (just like, for example, a car. If a customer's car was to break down tomorrow, it would not be covered as we are not a car warranty company and a motor vehicle would be excluded from coverage much like the pipe underneath the home), and has offered very high and generous courtesy amounts for non covered issues. Everything stated in the customer’s complaint is factually incorrect and intentionally made up. This complaint is unethical. She did appeal and request a supervisor and has been working with a supervisor who helped her with courtesies and issues. There is a difference between appealing a claim, which was done, and attempting to scam a company. All courtesies on this account have been voided and/or frozen and the account is under review. Should the customer have any questions or concerns she can contact the assigned supervisor she has been working with.

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:

They responded by attacking me instead of having a conversation, I tried to have a conversation before I submitted this complaint. Mr. K[redacted] is the VP of customer service I have requested a call to discuss this issue and continue to be ignored. I still beleive my claim for the air conditioner was improperly denied and they refuse to reconsider even though the AC company has called them to explain that the reason HSC stated was the cause of the malfunction and therefore the reason for denial was incorrect and had nothing to do with the AC breaking. I want to speak with Mr. K[redacted]. They flag my account and threaten me and say I am trying to scam them wow I have never dealt with a company that the head of customer service would not return a call to see why the customer is unhappy and to discuss the problem. He is very good a being a corporate bully. If they don't want complaints the they need to give their customers an avenue for appeal. I asked to speak with someone higher and was told that there was no one higher to speak with. Now I know that Stacey C[redacted] does not run that company and they have to have someone in customer service higher than her. and that person is Mr. K[redacted]. I am still waiting for that cal ###-###-####.

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

Sincerely,

Jeanne Anne Laughlin

Business

Response:

This account will be reviewed and dealt with by the fraud prevention department and not Mr. K[redacted] or any other name the customer tries to find on the internet, assign a title to, and dictate demands of what that person must do. Everything stated in the rejection is, again, an utter misrepresentation of facts and blatantly false and untrue statements every single point. There are no attacks here, only presentation of facts to counter the false slander and bullying on behalf of the customer. Stating that the customer "knows" things that are not true does not mean she knows them, it means she assumes and/or intentionally makes it up in an effort to bully an honest company through false complaints. Literally everything in the rejection (technician calling us with false information, Ms. C[redacted] and others, and everything else) is simply incorrect and untrue. Stating that we declined a conversation is not only not true but is absurd. The complaint was escalated a long time ago and a supervisor has been working with the customer all throughout. She was always there for the customer, always took care of her, went above and beyond to help, and never shied away from any conversation. HSC has done everything right and, on top of that, went well above and beyond for this customer. No good deed goes unpunished. The statements regarding Ms. C[redacted], who went above and beyond in trying to help the customer, are simply absurd and also equivalent to dismissing the entire Revdex.com process and demanding to speak to the owner of Revdex.com because "she knows there is one". Every non-public company has an owner. A statement irrelevant to the issue at hand and pretending that it is the reason for this bullying is a poor excuse, validity of which will be reviewed by our fraud prevention department. It is extremely disheartening that this is what the customer has resorted to despite so much offered help outside any and all contractual obligations. As previously mentioned, all courtesy offers are either void or on hold pending review. If the customer wishes to contact u she may contact the supervisor assigned to the claim, who's information the customer has (or we will be happy to provide once again). Refusing to speak to the proper personnel is a customer's decision.

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:

Again they choose to attack instead of having a conversation. I never said I wanted to talk to the owner or president or any other person in the Revdex.com I requested to speak with the person in charge of customer service. I do not think that is too much to ask. Obviously this person representing Home Service Club has a comprehension issue. I only asked to speak with someone other than Ms. C[redacted] not too much to ask as a customer. Calling me a liar, saying I am blackmailing, twisting, committing fraud is getting very very close to defamation and slander on your part. I very politely requested a conversation to resolve this issue and this is how you respond. I guess threatening me with your fraud department is the only path you choose then I guess that is where we are. My opinions and feelings about how I have been treated are valid to me no matter how many times you refuse to understand and discount it. Keep bullying and threatening I am sure that scares some people but not me. You are reinforcing my complaint about your service. I still would like to have C[redacted]'s manager call me or give me their name and number so I can call, that is all I have ever asked.

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

Sincerely,

Review: I have been with HSC for about 2 month's. I placed my first service call because the pilot light had gone out on myfurnace . Technician stated I needed a totally new furnace and that they would inform HSC for approval. HSC customer service rep contacted me the same day stating the problem was preexisting and that they would nor cover it. My furnace worked fine during the previous cold season and I had not used it all summer so how was this a preexisting condition. I joined this Home warranty program so that if I had these types of problems I would be covered but on my first service first call I was denied.

Business

Response:

This is a very easy and clear case. The customer claims they have been with HSC for 2 months. That is actually incorrect they were with us for about a month when the claim was filed. They filed a claim for their furnace which has not been used since LAST WINTER. Upon sending out a professional, it was found that the heat exchanger is cracked due to rust and corrosion. If the customer's physically impossible claim is assumed correct just for the sake of the argument, then the customer is suggesting that the previous cold season was during the hot summer and they used their furnace during the hot summer (which would be unsafe and against manufacturer's intended use of the system). Besides having cracked due to being rusted out and corroded, customer's issue is blatantly and clearly pre-existing to the contract start date. This is not subject to coverage for numerous major reasons according to the contract and the customer requested to cancel their contract because it is not covered, further indicating that they signed up specifically to get this issue done (as was indirectly admitted with her statements in the complaint). This complaint is completely false and should not be on our record.

My spa heater wasn’t working properly. Hsc sent someone over right away with no hassle or asking me 20 different questions. They got it fixed fast. You guys are truly the best. Thank you.

Review: On 4/*/2015, I contacted Home Service Club regarding my electrical systems that I had no power to the entire house, light switches are not working, and the circuit breaker tripping. I thought the purpose of a home warranty was to provide protection and a peace of mind. As a first time homebuyer I did not get that from HSC, what I did get was before we can provide service to the address we need to see your home inspection report for any existing issues. The report was forward to HSC for review and I never heard back from them. Either way, HSC should have contacted us and they did not. My family and I had to use candles for lighting until I contacted a local electrician that fixed the issue.Desired Settlement: Cancel contract and refund all payments.

Business

Response:

As per the customer's request, this contract has been cancelled and fully refunded. Unfortunately HSC cannot blindly pay for non-covered pre-existing issues. We did, however, review the account and an agent was assigned to contact [redacted] to offer a way to keep the contract or to cancel. [redacted] had requested to cancel her contract before that took place and it has been approved, cancelled, and fully refunded as requested.

Review: To Whom It May Concern:

The Home Service Club (HSC), is my home warranty company. I submitted a claim for my water softener and on May **, 2014, The Home Service Club had [redacted], [redacted], come to my home. [redacted] said the unit needs to be replaced. On May **, 2014 HSC was sent an invoice; invoice number [redacted] from [redacted]. I called HSC to verify that they would be paying that invoice and I was told yes. July **, 2014, I received a call from [redacted] with [redacted] saying they have not been paid $189.50. $144.50 of that was for 1 ½ hours of labor. I told [redacted] that their employee was only at my house 15 minutes or less. I called HSC on 7-**-14 @ approximately 10:25 am; [redacted] was the representative that answered my call. I told [redacted] from HSC that the invoice that her company (HSC) has had since May 2014 has not been paid and that the labor hours listed on [redacted]’s invoice was incorrect and that [redacted] is threatening to send my claim to collections on 7-**-14. I also explained to [redacted] that the employee from [redacted] was only at my home 15 minutes or less. And that I was told back in May 2014 by an employee at HSC that they were going to take care of it. [redacted] assured me that she would take care of it and call me back by noon. I did not hear back from [redacted]. I called HSC at approximately 2:10 pm and [redacted] answered. I explained to [redacted] what [redacted] told me and that I have not heard back from [redacted]. [redacted] had me on hold for 15 minutes and when she returned to the phone she said that she would have to call me back. I did not hear back from [redacted]. Later that same day I called again and [redacted] answered, I explained to [redacted] what was going on and she said they had 14 to 21 days to pay the claim and that’s all she could tell me. I told her that I know HSC has had the claim since May 2014 because I was told back then that everything would be taken care of. She told me that’s all she could do. I called again on 7-**-14 at approximately 10:30 am and reached [redacted]. I explained to him all of the trouble that I have been having with his company (HSC). I also told [redacted] that [redacted] was threatening to send my claim to collections on 7-**-14. [redacted] said that he would look into it and call me back. I immediately told him no and that I wanted to speak with a supervisor because his credit is not on the line, mine is. I also told [redacted] to cancel my home warranty and he said that he could not do that. He placed me on hold and never returned to the phone.

Resolution: I am asking that HSC pay that claim, cancel my home warranty and I owe HSC nothing.Desired Settlement: Resolution: I am asking that HSC pay that claim, cancel my home warranty and I owe HSC nothing.

Business

Response:

Here is the correct information: [redacted]

signed up with us on April [redacted] of this year, 2014. He filed his first claim 4

days into his policy on April [redacted]. This claim was fully covered. He filed his

second claim on May [redacted]. This claim was also fully covered. When we approved

his second claim for maximum allowed coverage for that category, [redacted] asked us if he can just take the money and use his

own technician instead of the technician we sent out to diagnose his unit. We

approved that as well but let [redacted]

[redacted] know that the technician has to get paid for his time and diagnosis so

if he wants to use a different company then the payment for the original company

will have to come off the covered amount. [redacted]

[redacted] agreed and asked to take $45 off the approved amount to be paid to the

tech and mail him a check for the rest. We approved that as well, paid the tech

$45 and mailed check #[redacted] to [redacted] for the claim. Now it

appears that he did not pay the tech the amount they actually quoted him and wants

us to cover an extra $144 above maximum allowed coverage for that trade, and

then cancel his contract on top of that. This is blatant fraud and breach of

contract. Both claims were fully covered including one 4 days into the

contract. Second claim was paid out for full amount allowed by the contract.

HSC not only did not do anything wrong, but provided excellent service and are

now faced dealing with this attempt at fraud. If [redacted] wants to cancel his

policy before its expiration date, then as per the contract, he would be

responsible to pay back all claims that HSC has covered. If [redacted] wants to

keep the contract, then nothing else needs to be done. The outstanding balance

requested by the service company is [redacted]'s responsibility as the money

was sent out to him, and he needs to address it with the service company

directly. Please remove this from our records, it is bogus and false. Proof of

the checks and a copy of the contract are available upon 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:

The Home Service Club (HSC) still has not said when the $45 was paid, hence my entire phone calls to HSC. When was it paid?

I did not ask HSC to send me a check. My question to them on May **, 2014, was how does this process work? I was told that day by HSC, to find a company that I wanted to purchase a water softener from, then fax that invoice from the new company to HSC and then they would mail a check to me.

When I talked with [redacted] on 7-**-14, I asked if the $45 to [redacted] had been paid, if so when? And I told [redacted] that 1 ½ for labor was not performed; the employee from [redacted] was only at my home 15 minutes or less. [redacted] told me she would have those charges taken off; [redacted] then put me on hold, called [redacted] and when she returned to the phone, [redacted] said that [redacted]’s computer system was down but she would take of everything and call me back that very same day. When I talked to [redacted] about the labor charges I was told by [redacted] that HSC would have to make the request to have those charges removed.

Furthermore, when I joined HSC on a month to month plan I was told by an HSC representative I could cancel anytime. The only proof of that would be the recorded phone call on the day I joined.

All of my statements can be confirmed by HSC recorded phone calls.

Attached in this response is a copy of the invoice from [redacted] that shows the dates of requests to HSC for payment. The dates are: SENT EMAIL TO THE HOME SERVICE CLUB ON 5.**, 5.**, & 7[redacted].

Not only have I received poor customer service from HSC but now they are calling me a Liar…and HSC said it several times; how insulting and how much does a consumer have to take from a company?

????

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

I have been advised that the attached invoice will be revisited. Especially what was told to the [redacted] employee by HSC. Starting at and following the words "per my conversation".

When was the invoice paid?

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

Sincerely,

Business

Response:

[redacted] has confirmed that our part was paid and that the balance will be billed to [redacted] again and if it is not paid it will be sent to collectins on [redacted]. HSC has paid the maximum amount allowed per the contract term for his claim and has subtracted from his check only the amount he requested and not the full balance due to [redacted] as he said he will pay the balance himself. This case is now considered CLOSED by HSC. Please remove it from our records as there is nothing to do here, it is now apparent that it is simply an attempt to get HSC to cover what [redacted] owes the service company. Should this case not be marked resolved it will be sent to our legal department as there is no further action to be taken on the part of HSC.

Review: I purchased The HSC Warranty in return hoping I would get proper home warranty service from them. However, when I filed my first claim. They said they could not honor the claim and my policy would be cancelled immediately and all money would be refunded. They did cancel the policy but failed to refund for 2 months that I paid for and they never gave me a refund even though they said they would. They charged me almost 111.90 for services they failed to honor at the same time charging me and canceling my policy while at the same time failing to provide a refund even though they said they would in their emails. Attached is the email from [redacted]: Dear [redacted], [redacted] ###-###-#### As per the Terms and Conditions of your Home Warranty, The Home Service Club canceled contract number [redacted] this contract effective date was 5/**/13 we have decided to cancel this contract without reason we have issued a refund to your credit card and thank you for doing business with us however we wish not to continue this contract and have elected to cancel it within 30 days of the contract effective date. In our sample contract as well as the Terms and Conditions of the home warranty below is a reference to the part of the cancelation section which we are exercising: G. CANCELLATION, VOIDABILITY, & ELIGIBILITY 2.II. (f) HSC may cancel this contract at any time in the first 30 days following the effective date of the contract without reason, if HSC cancels this contract within the first 30 days, you shall be entitled to a refund of the paid contract fees less any service (claims) costs that were incurred by HSC. The Home Service Club has refunded you $55.95 Thanks, -[redacted] I said that they had charged me for June as well and showed them the credit card charge: Not true...You've done me no favors for paying any fees as you've cancelled me...I want to make sure this fee will get credited as well ASAP! Transaction Details Debit Card Purchase (Unique Transaction ID #[redacted]) Debit Card Purchase Date Type Status Details Amount Jun **, 2013 Debit Card Signature ([redacted]) Purchase-HOME SERVICE CLUB WARR,NEW YORK,NY, Pending Details -$55.95 USD Related Transactions Date Type Status Details Amount Jun **, 2013 Authorization to HOME SERVICE CLUB WARR,NEW YORK,NY, Completed Details -$55.95 USD Merchant: HOME SERVICE CLUB WARR,NEW YORK,NY, Purchase Date: Jun **, 2013 Authorized Amount: -$55.95 USD Authorization Date: Jun **, 2013 Time: 14:13:26 PDT Status: Completed [redacted] said they would immediately credit both but they failed to credit either.Desired Settlement: I need a refund for the 111.90 or else I will be filing a fraud claim against them in court first for failing to honor their warranty and then charging me for services they failed to give. It was their choice to cancel the warranty and it was their choice to give me a refund for the 2 months I paid. They just failed to give me a refund even though they claimed they would.

Business

Response:

Customer had two charges to his credit card of 55.95 each. Cancellation was done on the same day after the second charge was authorized. So when refunding, the first charge of 55.95 was refunded and the second charge of 55.95 was voided. The money for the second charge was never taken out as the transaction was voided. Customer filed a complaint for a refund that was long done and we have confirmed with him via both telephone and email. There are no other charges to refund, as there was only one. The balance is 0. We advised the customer and explained everything and advised him that if he does not understand he can have his financial institution tell him that he is all set or contact us for any transaction numbers to confirm. We have all confirmations and transaction/refund numbers available. This was resolved and should have never been an issue. Please feel free to contact us at ###-###-####. Thank you.

Review: I have not been an employee of the home service club in almost a year, yet im still getting emails from their 800 number with missed calls from customers as well as work order requests. I have asked them to take my email off the receiving end, as I should not be able to get customer information. I am no longer an employee and should not now nor since I left the company in Dec of 2014 receive their customer information.Desired Settlement: Remove me from their emailing server with sensitive which allows me to view their customer information, or the very least inform their customers 5hat non employees have access to such information

Business

Response:

This is not a customer of HSC and has nothing to do with our services or products.This is a disgruntled former employee who has stolen property and equipmentfrom our company, billed us and was paid for work she never actually did, hasposted proprietary company information online as well as slander anddefamation. She received some test emails from our testing server with fakeinformation and used it as yet another illegal act she can do against ourcompany. A police report is being filed in both her alleged places of residenceand legal action is being considered as well. Please remove this from ourrecords as it has nothing to do with our business and everything to do with thecomplainant's criminal intent.

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 bought the house in January 2015. After that I start looking for the companies who provide home warranty. I thought if I have a home warranty I would have a peace of mind for the repairs. While I was searching on the internet I found the best reviews about the home service club. I called them few time that how they work and what they cover. As my house has no major problem all appliances are almost new so I selected their standard coverage. At the time of singing the contract they never asked me for any document or home inspection report. After a month and half I had made two monthly payments of $38.95 each. I requested for a repair. The repair I requested was never mentioned in home inspection report. I filed the service request on Friday [redacted] of March. And until Monday March [redacted] I never got a response back. However they asked me to email my home inspection report. Which I emailed on same day. After calling few times they just told me that they are reviewing the home inspection report. Then On Monday evening [redacted] from the home service club called me and said my home has preexisting problems. And I lied with them. So they cannot provide me any service. I requested them to refund my money as they are not providing the service as they said. I requested for two things to repair one was the Furnace pipe has some water leaking and other shower valve make some noise. Both things were not mentioned in my home inspection report. There was one leaking mentioned next to the furnace pipe which is in the home inspection report in picture. Which I repaired. So both things were new. Then they said I had lot of problems in my home inspection report which is totally wrong. In my home inspection report the inspector mentions about the fridge that it need a replacement of filter. Which I did and it is not a major problem but the home service club [redacted] said it was a major problem and it need to be reported. Then the home inspector mentioned in the report that furnace filter need tDesired Settlement: I need Refund of all my payments.

Business

Response:

This is unfrtunately false information. [redacted] started with usin mid February and filed numerous claims within 3 weeks of his contract. Hisinspection report shows a house full of many issues including ones he filedclaims on. One of the claims is clearly pre-existing, one is for an accessorythat is not covered even on a valid contract. Despite this being a completelyvoid contract for numerous reasons, and customer's intent was clear, HSCoffered customer numerous option including saving the contract in accordancewith the terms which he was well aware and informed of. Such as no pre-existingissues would be covered as we are strictly a home warranty company and not ahome improvement or a remodeling or general contracting company. Or to cancelwith favorable to him terms that he requested. [redacted] refused all option,was extremely rude and verbally abusive to the representatives, and threatenedwith false complaints if he does not get what he wants. At this point thiscontract is subject to its original terms of cancellation in the cancellationpolicy and any offers favorable to [redacted], should HSC choose to offer them,must be agreed to in advance and signed by [redacted]. [redacted] can contactthe [redacted] assigned to the case that he has already spoken to once beforeat 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:

[I just read the reply from the HSC. They have provided totally false information. Their [redacted] named [redacted] called me on Friday and she was too rude and abusive. she refused to listen me. I have attached my home inspection report for the review of Revdex.com. in which you can see how major or minor problems mentioned in my inspection report. [redacted] called me on Monday and offered me that she can refund my money if I donot file any claim and sign on some papers, which I refused. I signed the contract in January and file a request for repair after 4/5 weeks. I have attached the copy of my contract as well. and finally the request of repair which I made was not mentioned in home inspection report. As the Furnace drain pipe water leak mentioned in my home inspection report was repaired and I also told HSC that this leak is from new place. Second request was about Bath tub tab as the shower head is making noise and I consult with a plumber he advised that bath tub valve or tab might replaced. Also I signed for the policy in January and I was told that policy will be effective after 10 days which was feb ** 2015. ]

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

Sincerely,

Business

Response:

A corporate [redacted] took over this case, spoke to the customer, and case was 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: Cancelled my contract after I threatened to cancel contract due to failure to pay repair or replace air conditioning unit. Accused me of fraudulently establishing a contract with them knowing that I had a leak in one of my coils. My air had been working fine as of the first week of April. Had repairs done on the unit as recently as August. Air conditioner was in full working condition up untilthis point. AC technician determined that there was a Freon leak in one the coils. The interior coil had been replaced, so he suggested that it might be leaking from the exterior unit coil. In this case, to avoid continuing to deteriorate both coils, he suggested that the unit might need replacing because of its age, rather than continuing to prolong the problem. I suggested this to [redacted] the service representative manger who argued with me that they were not going to replace the unit and accused me of fraudulently taking up service with the company knowing that there was a leak (a/c was working fine as of the first week of April). [redacted] informed me that I my warranty would be cancelled immediately due to fraud. This was the first time having ever filed a claim with her since I subscribed.Desired Settlement: HSC, should reconstitute my warranty, follow the recommendation of the service technician to replace the a/c, issue a formal apology to me and discount the next 6 months of service.

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,

My toilet had been possessed by the devil! It wouldn’t stop flushing! This may sound comical but it so wasn’t. I only have 1 toilet in the house for my large family and I was really stuck. They came and worked quickly and efficiently to get it all sorted out.

Review: I was having an issue with my upstairs A/C unit, it was not cooling and during the day temperatures were in the upper 90's. I choose to utilize the warranty service I have been paying a monthly service to for about 5-6 months, that being The Home Service Club. The initial set of placing a work order online was great, then the call from the contractor to set up the appointment was also very smooth(which took place on Monday, 8/**/14). A repairman came out on Tuesday (8/**/14)and gave a diagnosis of the evaporator coil is leaking and it will need to be replaced. The repair guy informed me that he was going to send the diagnosis over to them tonight. Next day(Wednesday), I called to check on the status of my claim,and I was informed that " they have not received it and don't have estimate time of approval once received. Also, I took off from work this day thinking it will be approved and repaired. I called again later that day and no approval yet. Next day (Thursday), called 4x times and I was told it has been forward to the approval department, and I have to wait in until its approved. Meanwhile, temperatures are soaring and I missed another day of work trying to get this issue resolved. Next day(Friday), it took 3 calls before 12pm to have them finally approve the repair with my half being over $400.I also expressed my dissatisfaction with the service and I was basically dismissed for the lengthy delay on approval. So now I am waiting on the repair guy to call to set an appointment and after 4 hours I call him and he said, "I have not gotten the approval from The Home Service Club to start the repair", and this point I extremely heated! Now I am on my 9th call to The Home Service Club to place a call to the repair guy for approval, since I have missed 4 days of work to get my A/C unit repaired. I am highly disappointed and dissatisfied with the service and level of urgency by them. My family and I have endured almost 100 degree heat this week, I would have done better just paying out of pocket!Desired Settlement: I would have appreciated if they would have at least split the cost of the Freon as a gesture for the inconvenience.

Business

Response:

[redacted] filed a claim on 8/**. A technician was assigned on 8/**. Diagnosis and estimate were received, reviewed, and approved by 8/**. We covered a major repair for [redacted], did so quickly, and received a complaint for it with [redacted] stating that we should give her money for incovenience. We have done nothing wrong, there are no time frames given in our contract, claim and major repair were quick and all contractual obligations were fulfilled according to our contract. Unfortunately we cannot just pay money to [redacted], or any customer, just because they choose to use the Revdex.com in this way. It is our understanding that this is not what the Revdex.com is for and this case should be fully removed from our records. Nothing wrong was done. A major claim and repair was handled in a timely manner and in [redacted]'s favor. We apologize if she wanted it done even quicker than it was, and had we done anything wrong then we would most certainly quickly resolve it. However, as mentioned, HSC did nothing at all wrong, and unfortunately we cannot just send money out. We will try to be even quicker in the future for [redacted], however please remove this case from our records.

Consumer

Response:

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

From the response provided what I am hearing is that I had to call to several times to supposedly get my issue expedited in 3 days ? Wow, where is the sense of urgency with roaring temperatures which is a health concern. I have other properties that I use other warranty companies with and have never had to wait 3 days for an approval or have to basically follow up daily to make sure make my issue is being addressed. However, its not about the money! I have a service I am paying for and just expect a timely response, 3 days for just an approval to fix an item is absurd. Maybe, I just expected the same level of service that I received with other reputable companies. In addition, I also failed to mention that I asked for a supervisor to speak to and I was informed they would call me, needless to say that never happened. I assume that I was asking for to much for wanting to speak to a supervisor also.

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

Sincerely,

Business

Response:

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

Review: Hello, My name is [redacted] I've been with the home service club for a few months already and I am very angry and frustrated for the fact that I feel robbed, I submitted a claim for a washer, dryer, and my leacking AC, they contacted me to let me know that two contractor where going to be visiting me for my claims, the contractor for a washer and the dryer came to my house and said I need a new washer, I paid his service fee of $65.00 and I never heard from the Home Service Club until I called a week later to find out what the problem was and they told me that my claim was refer to the replacement unit another week pass and did not hear from them either but in the mean time no contractor has come to my home to check my AC unit, so I call again and they told me that they where going to contact the contractor, like an hour later the contractor call me and ask me what the problem was I told him that my AC was leaking, I did not hear from him again, so I call The Home service club and they told me that the contractor give them the diagnostic, I was surprise because he said he went to my house when he never did, I told the home service club that I was unable to wait on them because I was having water damage in my house so I went ahead And fixed my AC on my own, but in the mean time a month has gone by and ihave no answer for my washer machine I called the home service club and I told them that I don't care if they dont replace anything for me, cinse they just took my $75.00 monthly payments also paid the contractor $65.00 service fee and when I called to cancel my contract they said ilI have to paid a cancellation fee as well I don't understand what type of crazyness that is when they owe me money for my washer machine that was suppose to be replace by them a month ago.Desired Settlement: return my monthly payment, and service fee and cancel my contract with out a cancellation fee since the did not replace my washer and dryer and no contractor came to my house to even check my unit

Business

Response:

We have contacted the customer and this issue 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: I purchased a warranty through this company to fix my air conditioner. They send out some very unprofessional contractors to replace my air conditioner. I had to call my electric company because my power went out. To their findings I had to many amps on my circuit/panel breaker & maximizing my amps on my a/c unit burned immediately. The contractors were New Circle Mechanical in Louisville, KY. They put my breaker in to an electrical overload which could have burned my house down with my children and I in. The panel breaker burned in a result from it. Now the warranty company doesn't want to pay for damages to my air conditioner system.Desired Settlement: I want my service repaired. The contractor they sent to my home, maximized my amps on my circuit breaker.caused my compressor to burn immediately after they came to repair and service.

Business

Response:

This is in response to the customer's second communication for complaint #:[redacted]. What the customer wrote in her second communication is the same thing she wrote in her original complaint that we have already responded to, and showed that her information is not only false but in many points physically impossible and is simply an attempt to complain her way to fraudulently obtain a new air conditioner for her house.

In her second communication, she states again that the service company (NCM) did a temporary fix and caused more damage to her circuit breaker. What they did, as shown on the work order we attached on the first response, was replace her broken breaker with a new one of the same type. As previously stated, it is Kentucky state law that any licensed company replacing the breaker has to replace it with the same type. So a replacement breaker was installed in place of her broken one. There was no damage done, or no damage to be done in this job, it is an easy and simply job. She then states that she is not an electrician but they rigged it to work temporarily. The only truth here is that she is not an electrician. Rigging is an empty and false accusation that makes no sense and a breaker cannot be installed to work temporarily. It either works or it does not. The one she had initially did not work. Then she states that the new functional breaker caused damage to her air conditioner and could have burned her house down. This is just impossible. The breaker does not deliver power to the compressor or to anything, it is a safety device meant to shut the power down in case the pressure/circuit from the unit is too high. It is, in fact, there to prevent fires, not cause them. What delivers power to the compressor are the capacitors in the A/C unit itself. Her compressor was bad for a long time, and she actually had someone else install a booster capacitor a year ago for the purpose of delivering more power to her bad compressor to extend its life. She claims her unit was working fine prior to this service call, which is also incorrect as her breaker was tripping and not allowing the unit to stay on. Once the breaker was replaced, it allowed the unit to come on and work, which it did for approximately 7 and a half hours (while the customer gave the service company a five star great review online for their job which was also attached in our previous response). Her bad compressor then blew and sent a short circuit to the house which tripped not only that breaker again, but all the breakers. Including the main house breaker which is 200 amps causing it to shut the power down. She called NCM to tell them about the issue and they advised her to call the electric company as they come out to turn the power on for free. The employees that come out are not licensed electricians and as LGE (Louisville Gas and Electric) company policy are not allowed to enter the house for insurance/liability issues and are to only work on their meter outside the home. According to the customer, an LGE employee then violated their company policy, entered the house, and charged her $252.00 on the side to "diagnose" the problem and turn the power on. We do not know what this person had actually done, but we do know that he is not licensed, not knowledgeable on the issue and, according to NCM's previous experiences, are notorious for blaming service companies. The customer then asked NCM to come out anyway to look at her A/C. At no charge to her, they sent out a technician to come to her home and look at what happened. What they found was that the compressor (which had been worked on previously and had a booster capacitor installed the prior year) had blown and blew the capacitors. They also found a wire hanging that was not connected to anything. This unit had been previously tempered with and, to the knowledge of the customer (as she admitted on the phone to our representatives) was already bad. As stated on her original complaint, she admits having signed up for our warranty to get a new air conditioner. That is blatantly fraud and is equivalent to purchasing hurricane insurance after the hurricane. Unlike her claim, our contract clearly states (as with any home warranty company) that conditions existing prior to the start date of the contract are not covered. She knew this and was advised of this from the start.

In conclusion, her outrageous claims that NCM had caused damage to her unit and almost burned the house down are simply false, physically impossible, and outright lies. She also admitted to having purchased our contract with intent to defraud us for a new A/C unit and has numerously stated that she will complain just to get what she wants. Please review this and feel free to contact me with any questions you may have at ###-###-####. We strive to keep the best accredited rating with the Revdex.com and five star reviews everywhere online. This is a case of fraud on the side of the customer and we do not want this to reflect on our company negatively.

Thanks,

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,

One of the reasons why I like HSC is because when you leave them a voicemail they will call back to make sure everything is okay. These people really care about their customers its crazy. I can’t remember the last time a home warranty company called me back within 5 minutes but every time I leave a message no matter who is working with me they are very prompt at returning my call.

Review: I am under contract with the Home Service Club. Our air conditioning system malfunctioned on 8-**-14. The warranty company's website was not "accepting" requests for claims on Saturday, 8/**. The company is supposed to provide service for emergency calls over weekends. There were no customer service reps responding to calls on either Saturday 8/** or Sunday 8/**. On Monday I reached a customer service rep to place the claim. I was told "the weekend person didn't show up" so calls were not answered. A repairman from Franco Air Conditioning was dispatched on Monday, August [redacted]. His diagnosis was that the air filter needed to be replaced and the coils were "leaking". This is the original air conditioning unit installed in the 1980's. He advised me that the coils were going to continue to leak and the freon he charged would last a few months but ultimately, it would keep happening. The service call for this charge is $125 per call. He told me he advised the warranty company that the unit should be replaced. On Monday, August [redacted], the air stopped functioning again. Franco Air returned on Tuesday the [redacted] and got the air functioning again. He told my husband that he replaced the condenser on the air conditioner. That evening the system stopped working. Upon another request of the warranty company, Franco Air's repairman called my husband and told him he didn't "replace the condenser, but instead "reset" it and that it would keep malfunctioning. He recommended replacing the coils, the condenser or the entire unit. Upon further inquiry, we were told by the home warranty company that if the unit needed to be replaced, there was a "cap" of $2500 on the repair...something that was clearly not stated when I signed up for the policy. Actually, I was told it "covered the repair of all the systems covered, which IMPLIED the cost of the entire system. A "cap" on covered was NEVER stated in my definition of coverage nor was I ever sent a copy of the policy stating such coverage. Upon many repeated calls, I am advised that the warranty company is "reviewing" coverage and "expediting" the service, yet I receive no calls back from the company and upon my call today, was told that the complete report was just sent to review today (8/**), when I was told it was in "review" several days ago. Franco Air says they cannot do anything until they get approval from the company, which he doesn't know when will come in. As far as the status, we are two weeks into a heat wave of 90+ and with no resolution in site.

I have had several home warranty policies with other companies, but the misrepresentation and delays and lack of response with The Home Service Club is beyond anything I have ever experienced or could have anticipated when I contracted with them. Not only was I mislead, their willful delays and stalling is unconscionable and their business practices are amateur. These willful delays represent a breach of contract which indicates that a service person will respond within 24 hours of a request for service.Desired Settlement: I would like the system to be fixed into working condition, without the need for repeated service calls and in a timely manner.

Business

Response:

The online claims system accepts claims 24/7, [redacted]'s option to file a claim was automatically blocked as her account was (and still is) in bad standing. Representatives were available and we apologize if [redacted] was not able to get through. Although this issue was resolved, we did it in good faith before the account was brought to good standing. All caps are clearly states in our contract which is available to all potential customers before they sign up and to all new customers on their account home page. It also does not state that a contractor will respond within 24 hours. [redacted] is slightly misunderstanding the contract and we would be happy to go over it with her and explain and answer any questions she may have. We have spoken to [redacted] and this claim has been resolved and closed and we are awaiting payment from [redacted] to bring the past due balance to zero and the account back to good standing.

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 company makes repeated claims that my account is not in good standing and therefore I was precluded from certain timely responses. As I assured the representatives over the phone, the payment is made monthly by automatic bill pay. The payment information is as follows: Paid by [redacted], reference# [redacted] to the Home Service Club, account #[redacted], sent on 8/**/14 and indicated PAID (8/**/14). An address reference on the payment was incorrect, but the correct account number was clearly indicated.

I was informed by the company that the "cap" on payment for air conditioning systems is $2,500 for the life of the policy. This was NEVER explained when I contracted for the policy...no caps were ever indicated, and especially not for the life of the policy. A repair made to my air conditioning system in March was deducted from the cap amount. I have made repeated requests for a copy of the invoice that was paid and have not received anything to date. The report in March indicated that coils were leaking and could not be fixed. In August I was required to pay a second deductible for the service call to replace freon since the coils could not be fixed. At that time the serviceman recommended that the unit be replaced. No action was taken to review the recommendation. It was after the second service call and a delay of several days before the serviceman's recommendation was sent to review. Upon my request, I was told there is no guaranteed time frame for the review process.

What I've experienced from the Home Service Club is marketing deception and unnecessary delays for the dispatch and repair process and a lack of response to provide documentation. These are not the practices of a reputable company.

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:

This claim is not resolved.

I provided information in my response yesterday that indicated my bank's confirmation as to the payment, the reference number and the date paid. I am requesting copies of all invoices paid in connection with my air conditioning repair. The repairman indicated the cost of the system repaired yesterday was $2750. With the "balance" of what is left of the 'cap' amount (approximately $2000), the amount we paid was approx. $1500, we "overpaid" the serviceman $800.

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

Sincerely,

Business

Response:

Attached please find the invoice for the job that we paid thousands of dollars for as a courtesy. This is absurd and we request that this false complain be removed from our public records. We have gone above and beyond for [redacted] who was in bad standing and should have never been set up. We did everything we could and paid thousands of dollars and got her unit replaced and up and running in a timely fashion. Despite her remaining past due even after the job was already complete. And we get false accusations and unwarranted complaints in return. This case is closed, there is nothing to do here. Until the expiration of this contract from now on HSC will be acting strictly according to the contract despite any special requests. Please confirm that this is closed and removed. Thank you.

Review: Our A/C went out on 6/* and as of today 6/**. We have already received a second opinion on the replacement; however every time we call to get an update we are told it's under review. We live in the state of Texas which receives over 90 degree weather. We have 2 small children which have experienced heat exhaustion due to the excessive temperature in our home. It has been 90 plus degrees in our home. We are very disappointed with their lack of follow through. I would like our air conditioner fixed immediately. I would also like a call back from a manager since every time I request one there isn't one available.Desired Settlement: I would like our air conditioner fixed immediately today.

Business

Response:

We have spoken to the customer and this has already been resolved. Thank you.

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Description: HOME WARRANTY PLANS

Address: 305 Broadway, 9th Floor, New York, New York, United States, 10007

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