Home Service Club Warranty Corp

Review: I have a home warranty with The home service club I have not use them any this year or ever. But on Wed 10/**/14 my heat wouldn't come on,So I placed a call and within 4 hours they gave me the number to a a/c heating guy. I called him he couldn't come out to see me until Friday 10/**/14. It has been very cold where I live and I have been without heat since WED 10/**/14 and it now now 10/**/14. He come out to look at it and said he didn't see any holes but it was time for a new unit my heat exchanger was bad. My unit is a 97 gas package. I have been in my home for 2 years now. The home warranty club called me the person that called was named ([redacted]). She told me that they wouldn't cover my repairs or replace my unit. WHAT THIS IS NOT RIGHT AND THERE IS NO WERE IN MY CONTRACT THAT SAYS THIS. I told her this and she said they still wouldn't help me. I told her the heating guy that called out wasn't telling them the truth because there wasn't any holes. So I called the heating guy and ask him to come back out and check again and I also paid for someone to come out to check it YESTERDAY on Monday 10/**/14. The guy that home service sent out called them back and said HE WAS WRONG there are NO HOLES IN MY HEAT EXCHANGER BUT ITS THE WHOLE UNIT NEEDS TO BE REPLACE, AND HE SAID [redacted] FROM HOME SERVICE SAID THEY STILL WILL NOT COVER IT AND WHEN I TRY TO CALL HER I DIDN'T GET A ANSWER. I will try to call them again this morning tuesday 10/**/14 . I told her I was going to have someone else come out that I will pay for because something wasn't adding up and someone was lying and that I also wanted her guy to come back out and check it AGAIN! The guy I PAID FOR to come out said he seen crack coming in on one of my chambers. THERE IS NO HOLES So it needs to be replace THE WHOLE UNIT and it was a DANGER TO MY FAMILY HEALTH AND COULD KILL US AND AGAIN I HAVE NO HEAT I HAVE BEEN WITHOUT HEAT SINCE WED 10/**/14. The guy I called out and paid for on my OWN MONEY turn off my gas line going into my heating unit because it was safe. This is not right how they are treating and no wanted to HONOR MY CONTRACT WITH THEM.MY CONTRACT SAYS THEY ARE TO PAY 2,500 TO A NEW UNIT.Desired Settlement: I need to come honor my contract with them and REPLACE MY A/C HEATING UNIT AND PAY THE 2,500 LIKE MY CONTRACT SAYS. This is what I pay them for HOME REPAIRS. This is not right how I'm being treated. I HAVE BEEN WITHOUT HEAT FOR ALMOST A WEEK!

Business

Response:

This issue has already 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: We have had issues with our air conditioning unit not letting out cool air. We called HSC and they sent out a technician to look at the problem. The technician told us that we needed freon and that there may be a freon leak. HSC allowed the tech to add freon. Three days later the unit stopped putting out cool air. I called HSC again and informed them that I did not want the same technician to come out as before because he didn't completely do his job. Another company came out that Friday and told us that we have a large freon leak. HSC was contacted and given options about what to do next. We did not receive the information from the company stating the options and pricing. A phone call was made that night to us stating that they wouldn't pay for the new unit that would need to be installed. HSC stated that they would send us a letter for us to sign for a refund for our warranty since they won't cover it because it is too expensive. We asked for the paperwork from both of the companies to have on file what was and wasn't done to OUR air conditioning unit. This was on Friday night 6/** in the evening. On, Monday I called and spoke to [redacted] asking for the information. I also spoke with a young lady and she told me that she would get on sending it (Wednesday). We never received it. We are entitled to the paperwork of services completed and quoted on our unit. It is now 6/**/14 and I have called every day at least 3 times per day asking to speak to a [redacted] and leaving messages (when the mailbox isn't full) asking for a [redacted] to please call me back! This is ridiculous and not the way a business works. It is appalling. We are going on 2 weeks with an air conditioning unit that isn't working. The fact that they can't send the paperwork when we have been told "No problem. Let me know if you don't receive it." is concerning. I have told HSC we didn't receive it through email and phone calls.

It seems that this HSC likes to make customers "wait it out" so they give up and then HSC doesn't have to deal with them. It's disgusting.Desired Settlement: A phone call stating why or why not they haven't sent the paperwork and an apology for the failure to call a CUSTOMER back. If we don't receive this then I will go forward with having HSC pay for my entire AC unit.

Business

Response:

The information presented by [redacted] is completely false and not factual. When we sent out a technician, the system was found to be very dirty and un-maintained, causing the coil to leak. Despite it being a completely non-covered issue, we requested the customer to provide us with their home inspection report to see if we can help out in any way. The home inspction report (please see attached) clearly stated that both the furnace and AC were very dirty and needed maintenance. It also states that it did not even have the right filters in and the filters used were the wrong size, for different systems, causing the unit to be even more dirty. We are not a home remodeling or a home improvement company but strictly a home warranty company and we do require that all systems operate to the manufacturer's original design intention before the start date of the contract and do not cover any issues caused due to lack of maintenance or improper parts/repairs done prior to our contract effective date. We asked [redacted] to provide us the maintenance records to see if maybe we can cover it partially if she did the proper maintenance even if the previous owner did not. [redacted] failed to provide us with such records as the recommended maintenance was never done, as also evident from the condition of the unit. Despite all that, we still offered [redacted] to contribute $500.00 toward the repair/replacement if she wanted us to set it up, howeverm she declined the offer and stated she prefers to have it done on her own. At this point the contract has grounds for cacnellation and yet we still called to offer [redacted] $200.00 just to help them out and still keep the contract valid until its expiration. We have called the customer numerous times today and were unable to get a hold of them. This complaint seems to be an attempt to try and ruin our company's reputation and/or obtain coverage against the contract that [redacted] is not entitled to. In good will we are still willing to pay $200.00 to the customer, however, this would have to be done through our legal department now and the customer would have to sign the agreement letter.

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 was able to speak with a [redacted] about the whole situation and am very happy with our conversation!

Sincerely,

Review: We recently purchased a home warranty from Home Service Club. A few days later our trash compactor stopped working, so we made a repair request. A few days later a tech came out to diagnose the problem. He said the motor is shot and the pins do not compact. Suggested repair or replace, and said the warranty company would contact us. Four days later, no contact, so I called and was told they never received the report. So I called the tech and he said he sent in the report, I called Home Service Club AGAIN and was told the just got the report. It would need to be under review since my contract was so new. This is why I purchased a contract, in case something had a problem! Was told 24-48 hours. Its been 18 days, and every time I call the lines are all busy or I'm put on hold, or have to leave a message. I've left 6 or more messages. Still under 24-48 hour review. I've paid for this service, plus $125.00 for a tech diagnosis, I need this fixed.Desired Settlement: Repair or replace my compactor. Within a reasonable amount of time. Eighteen days is not reasonable to not have a phone call returned.

Consumer

Response:

I have received a 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 have a home warranty with this company that I got about 2 years ago. I have called 2 other times with issues about items that had issues for them to tell me it isn't covered under the warranty. The end of June my AC unit was blowing hot air and my house was 96-98 degrees inside. I called the warranty and they said it was covered and they would send a technician out. The technician came out on Saturday their first available date and time after looking at the unit they called the warranty company several times (they were hoping the company would call back to approve service) but no one ever called back. I got to where I was calling 1-2 times everyday trying to figure out if it was going to be fixed and when. My house was incredibly hot and it was very frustrating to have to deal with this issue and a company that never returned my calls. When I would call they would tell me it was under review. When it was day 9 I asked why was it taking so long to get an approval? I make my monthly payments to them and they don't have a problem taking my money. I was told by multiple people that it was in review to determine if they would replace a coil (since my unit was discontinued) or just replace the AC. Day 10 I called they transferred me to the review dept where again I was told they didn't want to replace just the coil if it wasn't going to fix the problem and then they would just have to replace the whole unit. They would let me know when it was decided. Still no calls so I would call daily. Finally day 14 the adjuster called stated it they approved for just the coil to be replaced. I told her I was very confused and didn't understand why it took so incredibly long to decide that just the coil would be replaced. She stated that she reviewed it and that she was sorry. I told her 14 days is too long to be without air and that it should have never taken that long and that I was told several times it was under review for the whole AC and why just replace the coil if it was the unit. She stated she would contact technician to come out to replace coil. In the meantime I called the technician to see when they could come out since it was the [redacted] of July weekend. I asked what would the cost be to replace the whole unit. He stated he would contact the company with a quote. The adjuster called me back and stated she spoke with the technician and that if I wanted the whole unit replaced it would cost me $3550. The cost of the coil my part $515 plus the $125 trade service all. I know the coil is only a couple hundred dollars so I am suprised that my out of pocket was $515 what the heck did they actually pay??? The technician came out and replaced the coil. I was told the whole unit should have been replaced and the quote he gave was not $3550 the company didn't want to pay for the cost. I find it sad that I have paid them every month and they would do that to a customer. Their service is terrible and it seems the left hand doesn't know what the right hand is doing. I am very disappointed and mad that companies can get away with that.Desired Settlement: I am disappointed and feel taken advantage of. I think this company is pocketing money every month and then when you need something fixed they jack up the price of everything and lie about what they are covering and the money is coming out of my pocket. What exactly do I need them for? I think they are crooks. I would like to know what the total cost of the replacement was? Why I had to pay out of pocket $515 for a couple that cost a couple hundred and what exactly did they cover on their end? I think our money is be refunded since they lied about the replacement cost of the AC they are very unethical and should be honest with their customers. Their service is terrible. I would not ever tell anyone to use them. Everytime we have been let down by their company.

Business

Response:

While we appreciate our customers' concerns, this complaint iscompletely false and baseless and contains absurd and false accusations. Weperformed a major and expensive repair for [redacted]. As a courtesy, somethingother companies do not offer, we offered her the option of replacement of thefull unit. As a warranty company, we obviously cannot just approve majorreplacements outside of the contractual obligation when our job is to get theunit operational and it could be easily repaired. However, since in many casescustomers prefer to replace with an upgraded modern system, we offer that as anoption and extend our prices, oversee the job, and apply the repair costtowards the replacement to make it cheaper for the customer. The cost was not$3550 it was much more. That was simply the customer's out of pocket cost incase they wished to replace it. However the approved repair was to replace thecoil which is an over $1500.00 job and never costs anywhere near a couple ofhundred that [redacted] stated. To replace a coil in a pressurized system thefreon has to be reclaimed, system vacuumed and flushed, and then re-charged andthere are non-covered procedures and aspects that are the customer's responsibilityover the covered major and expensive repair that we did approve and cover. [redacted] had 2 other claims and one was covered and one was blatantly for a noncovered part (as clearly stated in the contract and is not covered by anyone)which she was advised right away. HSC has spent more than received from [redacted] and we happily continue to cover legitimate claims and offer our industryleading service and coverage. Statements made in this complaint are completelyfalse, inaccurate, and extremely absurd and untrue accusations. We hope thiswas a misunderstanding on behalf of [redacted] and not an attempt at slander andthat this reply clears things up a bit.

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 am not happy with their response. There was nothing I said that was untrue or false. Their business practice is unethical. The fact that I called in this issue mid June and it didn't get resolved until the weekend of July [redacted]. The fact that their company didn't follow up with calls to me to update me and let me know what was going on. I called everyday some days multiple times to see what the status was and why it was taking so long. It should not take 3 weeks to get an issue resolved. The fact that I was informed from the Technician that the price they gave me was not the price quoted tells me exactly what kind of business they are running. I would hate to not report a business that conducts business this way and then someone else have the same issue and they have to deal with this company. It has been a nightmare dealing with them. I will make sure and report it to the military base to inform all military members not to use this company because it is not worth it. As a business you should inform your customer with the updates of the claim so that we are aware of what is happening. When I would call to check the status the customer agent would tell me it was pending. I would ask why was it taking so long? They told me that they were deciding whether or not they would just replace the coil or the unit. The whole issue is throughout the whole ordeal no one called me except on the last day when the agent finally called to let me know they were replacing they coil. I voiced my concerns to her at that time. It again should not take 3 weeks to replace something as simple as a coil. The fact that my house was 98 degrees for 3 weeks is ridiculous when I have a warranty that is supposed to take care of this issue. It is sad that as a company you drag your feet on getting the job completed is wrong. If I didn't make my payment to them 3 weeks late they would cancel my policy but they can drag their feet and stall as long as they like to make a repair is not okay. I think as a business they are wrong and they should apologize for the amount of time it took. I don't like the fact that I was told $3550 to replace the AC unit, however the price quoted was not that much. Either way you look at it that is wrong. As a customer I don't need them. I picked them but I am cancelling my policy with them because I don't feel I can trust anything they tell me now. I can take my business elsewhere and I will. I don't want another customer having this same issue.Your Answer Here]

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:

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

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

Business

Response:

This is now absurd at this point. Here are the same, already numerously mentioned, facts in an as clear of a breakdown as can be:1.original complaint was about non covered charges, which we have addressed and are correct.2. Then it was about the time it took. We addressed that as well, it took a little longer than usual but not as exaggerated as it was made out to be. We do apologize for the slight delay during the busy season. We are not in the healthcare industry and there are no comparisons. We rely on local service companies and have to check and double check everything to make the best choice for the customer's home while going by our terms of coverage. 3. The price, again, is not $3550.00, it is higher. That was the price after covered costs were applied. Nobody ever infomred anyone of any other prices let alone unreasonable ones. There was no replacement approved, it was a courtesy option we offered with only the repair costs approved towards it. Not the entire annual allowed cap. 4. We always care about our customers and go above and beyond. We have not done anything wrong, addressed every issue, approved and covered a very expensive, $1500 repair (which customer originally claimed was "a couple of hundred dollars", similar to the other absurd prices claims herein), and are now a victim of false statements and accusations. HSC will continue to do the right thing, stand behind our customers who do the right thing, and make the best possible decisions in each situation. There is nothing else to do here and this file is closed. Original complaint was regarding charges which were correct. HSC took care of everything else and apologized for the slight delay.

Review: I had a residential warranty service contract #[redacted] with this HSC company when the hot water heater started to leak at [redacted] where my covered condo is located. Rather than waiting for their chosen service firm ([redacted])to come out the next day to repair/replace this 15-year old water heater at an estimated cost of between $1,100 to $1,200, I shut off the water, went to [redacted] and purchased a replacement 40 gal elec. hot water heater and had my contractor install it to solve the leak the same day at a significantly lower overall cost of $288.79 for the water heater and connecting lines plus $280.00 for the labor to remove the old water heater and install the new water heater. [redacted] at HSC advised me to submit my invoices so they could reimburse me for my expenses however; they would withhold $125.00 for a service call which was never made by their service firm because I told their plumber I would take care of the replacement myself for significantly less money than the $1,200estimate he had quoted to me over the phone on Feb. *, 2015.I sent my invoices totaling $568.79 and have been given conflicting responses as to the amount $375.00 that they were refunding and the amount of a check they said they sent out to me on 4/**/15 for $155.06, which has never arrived. Now I can get no return calls or email responses from [redacted] to my numerous inquiries regarding my $375.00 reimbursement. I believe they are totally not entitled to keep $125.00 out of the reimbursement cap of $500.00, which they set for replacing a broken hot water heater, when NO service call was ever made. They appear to be completely unprofessional and take forever - if ever - to respond & reimburse since my original claim was submitted to them on February **, 2015 at 7:11 PM via my email to [redacted]. I appreciate any assistance you can provide in this long-overdue matter. Sincerely, [redacted]###-###-####[redacted]Desired Settlement: Reimbursement for the full $500.00 HSC established cap for the $568.79 I spent to take care of replacing the leaking hot water heater myself rather than making my tenant do without hot water for another day. If they refuse to refund the $125.00 service fee, which they never incurred, at the very least I would expect them to refund $375.00 amount immediately to me at my above address.

Business

Response:

While we appreciate all of our customers and their feedback, this complaint is not consistent with the facts. [redacted] refused HSC's services and completed the work on his own. This is an unauthorized repair and is not subject to coverage by our contract as it takes away our ability to determine coverage. We do not know if the issue with the old unit is a covered one or not. A service technician assigned must go out to inspect and diagnose the unit. Should the unit be covered and in need of replacement, the customer would then have the option to use our tech or a different one if the total amount exceeds the amount covered. Regardless of this, we obtained an invoice from [redacted] for $280.06 and approved it less the deductible. The deductible has nothing to do with a service call by our technician and is a deductible which applies to each claim (one per claim). There were no other approvals on this claim and this was done as a courtesy for the customer. The check was mailed out (check#: [redacted]) on April [redacted] as promised. If [redacted] has not received the check, we can put a stop payment on it and re-send out another one. We were not notified of him not receiving the check and did not hear this until this unwarranted complaint. We understand that there are misconceptions of coverage and our services, however HSC has done more than contractually obligated to for this customer and still received this complaint. Please let us know if the check was not in fact received and we will send out another one. A supervisor will be in contact with the customer to confirm.

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.When I contacted your service contractor [redacted] and he stated that since I advised him that the tank was leaking at its base and the unit was approx. 15 years old, he said he would have to most likely replace the water heater. When I asked him how much he thought that would cost, he said anywhere from $1,100 to $1,200, depending on what brand of water heater I would require. I told him I just needed a basic 40 gallon electric water heater and I could get one at [redacted] for less than $300. I could have my own contractor do the work for a whole lot less and he agreed and the service request was cancelled and I advised [redacted] at HSC of this decision.Considering I would have to incur a $125 service fee just to have him come out and confirm the obvious - that the old water heater that was rusted out and leaking at its base and would need to be replaced - I decided it would be in my tenant's best interest to get the water heater replaced immediately so she would have hot water that evening and for a lot less money than what I would have to pay, considering HSC only had a $500 cap for replacing a water heater less the $125 service fee they charge.I received the email from [redacted] (a copy was already sent in with my complaint and it is also attached here) advising me that I would only receive a refund of $375.00 because HSC was going to charge their standard Trade service call fee" of $125.00, even though there was no service call made by their contractor [redacted].I have not received any check for any amount from HSC regarding this claim. I request that they stop payment on any other check mailed and reimburse me for the $375.00 [redacted] advised would be mailed to me, as a courtesy, and we end this matter.I assume HSC did not again incorrectly mail the previous reimbursement check to the service address of my rental unit instead of to my home address, which is:[redacted]

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

Sincerely,

Business

Response:

A supervisor has taken over this case and as a courtesy, we have sent [redacted] a new check in the amount of $375.00. This case is now closed. Should [redacted] not receive the check within another few days, please let us know.

Review: MY CONTRACT#: [redacted]

SERVICE REQUEST #: [redacted]

Terms of contract from HSC:

"

15. Dishwashers (Standard Coverage) (Built-in)

COVERED: You're covered for the repair or replacement of components and parts that malfunction due to normal wear and tear, except:

NOT COVERED: Racks; baskets; rollers; removable accessories.

LIMITS: HSC will pay up to $650 per contract term for access, diagnosis, repair, or replacement of a covered dishwasher.

"

On October * 2014(60+ days back) I filed a service request for the built-in dishwasher and then a person called [redacted] came to fix it and told there is some part that needs to be replaced.

After no response for a week I called HSC at ###-###-#### [redacted] and got a number to follow up [redacted] & [redacted]. They said the part is on the way and would get it by next week.

After a week I called both HSC and [redacted] and they said it is back ordered and would take 2 more weeks.

Again after 2 weeks I called both HSC and [redacted] and they said it is back ordered and would take another 2 weeks.

* I told HSC that it is over a month and so would have fix it in another 15days which is Nov [redacted] 2014 (which is after 14days) or else would get external help like Revdex.com.org. [redacted] the sale lady assured me that it would be fixed before Nov [redacted].

It is going on for some time.

On Dec [redacted] I talked to HSC [redacted] and [redacted]. They told me they cannot do anything.

So I told them to replace it since I had been waiting for 2 months.

So they told me the repair cost for HSC is only $150, so they can give me only $150 and I have to find a new dishwasher or repair it by myself with extra labor and other cost from customer side.

But based on the contract they can give me up to $650.

There is dirty water in the dishwasher and also needs to be cleaned and so there is bad smell in the kitchen.

I contacted A[redacted] Ph:[redacted] and told me they would replace any item if they can't repair it in two weeks for comparable plan.

I do not know why [redacted] is not able to honor their terms.Desired Settlement: Have waited more than 2 months (more than 60 days.)

The sales person [redacted] at HSC ext: [redacted] while taking the contract told me that if there an issue and we can not resolve it in 1 or 2 week, HSC would replace the item. But now they are not honoring this too. They are supposed to replace the item for $650 for a built in dishwasher.

Business

Response:

[redacted] is misrepresenting and misquoting the contract. He was advised and shown, many times, the terms of the contract regarding repairs and replacements. His dishwasher is not beyond repair and needs a minor fix. The issue is with the part being on a national backorder. That is not the fault nor the responsibility of HSC. The contract is very clear on these terms which [redacted] is fully aware of, despite not mentioning it in the complaint. In such a case, HSC can decide to put the repair amount towards the replacement. Although HSC is not responsible nor contractually obliged to offer anything other than to repair the diagnosed issue, which would only cost HSC $85, HSC has since offered to put that $85 towards a replacement, waived [redacted]'s deductible to add another $65 to the approved amount, and offered an extra $50 as a customer courtesy just because he is our customer and to help him out. Instead of an $85 repair we are obligated to approve, and did, we have offered a total of $200.00 to [redacted] in the case he wants to replace his unit instead of waiting for the part. If [redacted] wishes to take the courtesy offer he would now need to sign a separate agreement in writing as per our legal department and confirm that he accepts it through the Revdex.com, to avoid further misquotes and misrepresentations of the contract. If [redacted] wishes to wait for the coming part then he can do so as well. Please feel free to contact us for any further questions or concerns.

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]

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

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

Sincerely,

Business

Response:

This rejection is identical to the previous one. It is verbatim the same exact comment. Please refer to our previous reply. The limits do not "kick in" and HSC has already approved much more than are contractually obliged to. HSC has waived the customers deductible and added an extra amount to the offer. [redacted] can accept our good will offer or decline it. Please let us know if the offer is accepted or declined and we will promptly proceed accordingly.

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,

This is the worst home warranty experience I have ever had in all my years of home ownership. I was promised many expectations by the sales person before buying their warranty (including having a repair person at my house within 24 hours of a claim). When I called to submit a service claim, I got a call back from a Home Service Club representative (which was over 24 hours later) who was extremely rude and bullying. She kept telling me they were not going to pay for anything if the technician found any pre-existing problems. Don't people buy home warranties because their appliances, etc. are getting old and they are worried about them breaking down? Therefore the only way a problem would not be pre-existing is if the unit/product were brand new. If everything were brand new, why would I buy a home warranty? Her tone of voice was rude, she kept interrupting when I was talking and her manner was very bullish. Apparently this company's goal is to not pay out claims.

Review: I recently purchased this companies warranty due to the raving reviews and high stars. I got their comprehensive coverage and was told to wait 10 days until I could put a claim in. Not a problem at all as there was nothing wrong at the time. As those 10 days were coming to a close my A/C stopped blowing cold air. It was cool to warm, and it wasn't that hot outside, so it was bearable. I waited 13 days after I purchased the warranty to put a claim in. Suddenly I get a phone call informing me that my account was canceled, and they magically don't know why. They said legal flagged it for cancellation. What good is a warranty if I can't use it? I think I'm done with all warranty companies from here on out as clearly they don't want to help when help is needed.Desired Settlement: I want the company to honor their agreement of 10 days. I want the company to send, pay for, and fix my HVAC if necessary. I want my contract re-instated immediately. I will of course continue to pay the monthly fee. I want the company to have some honor and pride in their service.

Business

Response:

We have contacted the customer to resolve the issue and will be sending out a tech for a courtesy service call.

Review: My wife and I decided to get a home warranty plan, we live a new home that we had built about ten years ago. We reviewed and call about six home warranty companies. After speaking with [redacted] of the Home Service Club, we decided to purchase the plan with the Home Service Club. We made this purchase on May **, 2014. On June [redacted] our AC in the upstairs(we have dual systems) stopped working and was only blowing cool air. I called the Home Service Club and was told that I could make the request online, which I did. Two days later I received a call and was told that a service tech, the one they recommend would be coming by my home to check the unit. On Saturday June [redacted] GCL Inc., of Indian Head Maryland, came to check out our system. After about forty minutes the tech told us that "you need to have this unit replaced, and I will call the Home Service Club and let them know" he then gave us the bill for the service call of $125. That was a Saturday, on Tuesday, I received a call from the customer service department of the Home Service Club and was told that they were cancelling our contract. I asked was that possible, I had paid them the first month premium of $53.95 and paid the service tech $125.00. They informed me that they would refund the premium and the $125. To date I have not received that refund and they have charged another premium.Desired Settlement: That they stand by their agreement. Because if they were concerned about my home, which is only ten years old, I would have allowed them to have a tech come out and check everything out before they took payment for the contract.

Business

Response:

Unfortunately we do not cover issues that exist before the start of ourt contract. We do not, however, require an inspection report from the customer and just take their word for it. All refunds have been issued, the transaction IDs are as follows: [redacted]; [redacted]. Also as promised, check #[redacted] is mailed out in the amount of $125.00 that we approved outside of the contract for [redacted]. It does take each financial institution a few business days to process and reflect the refunds, but they were done and can be confirmed. If [redacted] still does not see the transactions, we can call the bank together and confirm.

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, how do you determine that this was a pre-exiting problem? When your service tech didn’t note on the paperwork that it was. What he said and wrote on the paperwork was that the unit was out of Freon. He told us that he felt that it had a leak in the coil, and he would suggest that it be replaced.

Secondly, it should not take almost a month for a refund, and if you were refunding our payment, why would Home Service Club withdraw a payment for this void contract in July.

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:

HSC, yes a leak is certainly a leak, and I should not worry because as you slogan says: “Relax, We've got you covered”. I’ m only requesting that HSC return the funds that they received from me, in full plus the Professional Tech fee. If you think that this is an unreasonably request, then I would suggest that you rethink your customer service policy. HSC cancelled the contract, therefore I’m entitled to a full refund. HSC has only refunded a portion of the funds that this consumer is entitled. HSC was paid two (2) months on a service contract that HSC said was only in effect for two weeks. HSC has a balance due to this consumer of $107.90. I will not respond further to this complaint. I will allow Maryland’s Attorney Generals, Consumer Protection Department to handle this issue with your legal department, moving forward:

*

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

Sincerely,

*

Business

Response:

As stated on our very first reply to this complaint: "All refunds have been issued, the transaction IDs are as follows: [redacted]; [redacted]. Also as promised, check #[redacted] is mailed out in the amount of $125.00 that we approved outside of the contract for [redacted]."

Both monthly payments have been refunded and the transaction numbers were provided. A check for the extra courtesy refund was also mailed out and you have confirmed receipt. If [redacted] wishes to contact us with his bank/financial institution on the line to confirm, we will be happy to do so. But there is nothing else to do as all refunds were issued before our first response to this. Any fraudulent complaints or defamation against our company with false information when we have done nothing wrong is taken very seriously and will be dealt with by our legal department. [redacted] is not asking for anything that was not already done.

Review: On November [redacted], 2015 I contacted the Home Service Club with a claim on my G.E Profile Refrigerator. I told them that the unit was not cooling and need to file a claim and get a service man out to repair it. They said that they have the information and someone would be in contact with me. I followed up on Monday, November [redacted] to find out who was coming. They told me that Same Day Service out of Raeford, N.C. would be in contact with me. Same Day called and scheduled a service call for Tuesday the [redacted]. On November [redacted], 2015 a representative from Same Day Service Company out of Raeford, N.C. came out to service the unit. The service man stated that the compressor was out on the unit and that it need to be replaced. He said it would be 3-5 days before the part would be in. After 3 days, on November [redacted], around noon I contacted Same Day Service Company to inquire on the staus of the part. The person I spoke with there had no idea what I was talking about. She stated that she need to contact the service man to find out whats going on. I called the service man after that myself and he was confused wanting to know why they needed to talk to him he turned in all the paperwork and they were suppose to be ordering the part. I called back to Same Day and she said that the owner had the paperwork and she needed to talk to him but would call me back when she heard something. I later called Home Service Club to inform them of the situation. The representative put me on hold while she called Same Day. She was told the same thing but said she would follow up and call me back later that evening. I received no call. I called both parties again on Monday November [redacted] and once again Same Day said they were waiting on the owner to get back with them while Home Service said they were working on the issue. I called Home Service Club again on November [redacted] and was told a supervisor would contact me. That evening around 7 p.m. a supervisor contacted me at home stating that they are working on the issue and should have it resolved in 24-48 hours. I waited until friday the [redacted] and called Home Service Club back and they said someone was working on it. They said they were waiting on the service tech from Same Day to contact them and someone would call me back later that evening. No one called. I called again on Monday the [redacted], Tuesday the [redacted] and was told that Same Day had been "Black Listed" from their company and that they had decided not to repair the refrigerator but to replace it. I informed them fine either way as long as we can get it fixed or replaced. Each day was told someone would contact me but no one ever did. I was the only one initiating the calls. I called again twice on Wednesday November [redacted] and was told that they are working on finding a unit that was the same model. I told them that insisted on a supervisor calling me because we were approaching 3 weeks of this process with me averaging almost $50 a week buying ice to keep my food cool. No one contacted me that evening. Non one called Thursday November [redacted]. I called that morning and asked what was going on and was told that they decided after 3 weeks that that the issue was a preexisting problem and that they were doing nothing. They may consider helping me replace it but had not decided and no one would speak to me about the issue. I informed them this was not acceptable. The service man said it was not preexisting and that he could fix it. THEY chose not to fix it but to replace it. THEY waited over three weeks then changed their minds. I told them that I was going to contact you and they sent me an email saying that a supervisor would call me back with 24-72 hours. The exact email was as follows, " As per our phone conversation I have submitted you for a Supervisor call back. Please allow for a supervisor to reach out to you within 24/72 hours not including weekends or holidays. Warm regards Nataly V[redacted]" I chose not to wait the 24/72 hours due to the fact that I have been reaching out to the Home Service Club for 3 weeks and they chose not to take the matter serious until I mentioned the Revdex.com. This matter is compounded by the fact that with 2 Autistic children in the household it requires constant supervision to make sure that the ice coolers are closed and taking them with me to get ice EVERYDAY which disrupts our routine dramatically. For that reason I will also be contacting the National Autism Society to make them aware that I have contacted Home Service CLub and the Revdex.com.Desired Settlement: The business needs to either:

1. Get a different company to fix the unit to a complete operating order

or

2. Replace the unit as they stated they would do.

All of this needs to be done as soon as possible

Business

Response:

The information provided in this complaint is a complete

misrepresentation of facts and this contract has been flagged for review due to

suspicious activity. The customer was initially given the benefit of the doubt

that it was his misconception of our services and he was even given numerous

and rather large courtesies, however it has since become apparent that this was

in fact intentional on his part and this false complaint further suggests the

same. That would actually make it fraud on his part. We are a warranty company

and do not cover any issues existing prior to the start date of the contract.

We do in fact, require that all covered systems and appliances are fully

operational to the manufacturer's originally intended design and specifications

at the start of the contract. We do not provide any home improvement services

nor charge such rates and we do not fund any remodeling projects. The customer

needs to contact companies who provide such services accordingly. Customer

pretends to be under an impression that his claim needs to be covered and that

he is waiting for that to happen, when in fact his claim is not subject to

coverage and he was advised of that accordingly. Customer Filed two claims

shortly after signing up with us including one claim on literally day one of

his annual contract. Despite the claim being deemed as obviously pre-existing

by professionals and not covered, HSC covered it to the maximum allowed annual

amount anyway and advised the customer that it was a one-time courtesy. The second

claim was also clearly deemed as pre-existing and the customer was advised that

it is not covered and, once again, explained that we do not provide such

services for which he seems to have signed up for. It took a little longer than

usual for two reasons. First it took a bit longer to get all of the information

from the technician and, the agent working on it had submitted for yet another

courtesy to try and help the customer out even though he was not qualified for

it and not subject to coverage. We do apologize for the slight delay. However,

all courtesies are now on hold pending review of the account. The last claim is

not subject to coverage and should the review show negative results then all

prior courtesies would be void as well. This false complaint appears to be a

way to try and bully us into providing services which we do not provide and HSC

is an honest company with a strict policy against any type of fraud or

bullying. A supervisor at ext.[redacted] will be in contact with the customer to

advise him of the latest status and as he requested for a supervisor to call

him.

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 was told for almost 3 weeks that someone was working on the issue. I was to that they were attempting to repair but if they could not they would replace. I was always fine with it being repaired. They NEVER said anything about it being a preexisting issue until I complained about the wait a few days. All of this started on November [redacted]. If there was an issue HSC could have mentioned that back onthe [redacted] when the repairman came out. Instead I was strung along for weeks. There is NO deception there. I have been patient the entire process even with the length of time. If I was told then that they would not honor the claim I would have simply purchased another unit and been done with it. Instead it was drawn out with no communication by them. I have had severely poor customer service. They did nothing to speed the process along. I have received NO apology about the wait. I have been accused of deception. I want a written apology and my services to stop. Or lack of services. The December payment should not be removed from my account.

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

Sincerely,

Business

Response:

Signing up with bad systems in an attempt to get them covered

despite being pre-existing is in fact fraud. Such intention became very

apparent with this false complaint and even more so with the request to cancel

due to the non covered issue being not covered. The customer was numerously

advised that the system was not covered and an agent was working on a courtesy.

When asked if he could just purchase a new unit he was advised he can as it is

up to him and we will still see if any courtesy is possible. Unfortunately we

are not a company to sign up for to get an expensive pre-existing repair or

replacement done for a monthly fee and then cancel. The cancellation policy is

in place as it is specifically to protect us from such attempts. This is an

annual contract and if the customer withes to terminate early, we will be happy

to process his request for cancelling in accordance to the contractual cancellation

policy. He will be issued a pro-rated refund less any claims costs and fees

incurred by HSC as stated in the contract. This complaint was an effort to

bully us into covering what he was told was not covered. Our records indicate

that a supervisor has already attempted to reach the customer as per his

request. We can cancel as per the cancellation policy and customer can provide

payment for the courtesy service he just received for non covered issues. Or he

can remain active until expiation of the contract and not renew and there will

be no outstanding balances. A supervisor will attempt to contact the customer

again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], I then contacted the company directly and spoke with a supervisor and we have reached a resolution that is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I contracted with The Home Service Club in March 2014 and renewed the contract in March 2015, Contract No. [redacted]. When I spoke with the sales person in March 2014, I explained that I wanted coverage for an outdoor, above-ground hot tub. He said that coverage was described as "jetted bathtubs" for an additional charge of $14.95 per month. I took that coverage. In June 2014, I needed repairs for the hot tub and filed a claim with The Home Service Club, Service Request No. [redacted]. The repair costs, less my $95 deductible which I paid, was paid directly by The Home Service Club to [redacted]. I filed a new service request for repairs to the hot tub on or about April *, 2015. I spoke with a Customer Service person, [redacted], and was asked to submit an invoice for the repairs from [redacted], which I did by email on April **, 2015. After making several phone calls to [redacted] and then to another Customer Service person, [redacted], I was told by a supervisor, [redacted], on May *, 2015, that my contract did not cover repairs to my hot tub. I protested and pointed out that they paid for repairs to my hot tub under my jetted bathtub coverage in 2014. She said she would research the claim and get back to me on May **, 2015. She then said a conference call would be set up but it has not been done. [redacted] called me again on May **, 2015 and read off a list of reasons that my claim is being denied, including fraud and blackmail, presumably because I filed a complaint about The Home Service Club with the ** Attorney Generals Fraud and Consumer Protection Bureau. I asked [redacted] to put all of this in writing. She said she was not authorized to do that.[redacted] has said the repairs will cost several thousand dollars. We have decided to purchase a new hot tub for $8,000. I told [redacted] that we are claiming the maximum coverage for jetted bathtubs under my contract, which is only $500. I have several documents that support my complaint.Desired Settlement: Payment to me of $500.

Consumer

Response:

At this time, I have not been contacted by The Home Service Club Warranty regarding complaint ID [redacted].Sincerely,[redacted]

Consumer

Response:

At this time, my complaint, ID [redacted] regarding The Home Service Club Warranty has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.) [redacted]

[redacted] Please be advised that I have now heard from the company and they have satisfactorily resolved my complaint.[redacted]

Sincerely,[redacted]

Review: On June ** and [redacted], 2014 I submitted requests for the repair of my central airconditioner. After about a week and a half with many phone calls to their office they sent a technician out which I paid a $125. Technician gave them the diagnosis of the problem and waited for authorization to do the work. There was no authorization just many call from me and the technician. I spoke with one the following individuals on nunerous days,[redacted] on almost every day since June **. Each asurred me that someone would contact me concerning my claim. Then on July *, my claim was assigned to [redacted] and she contacted and advied they were sending another technician from [redacted]. Due to holiday of the [redacted] he came out the following Monday and advised that he will be contacting them to give his diagnosis that day. After giving his diagnosis I was called by [redacted] and said they would give me $400 toward repair because my claim was not covered. I advised the technician and he called them back and advised them of what he reported and why. They told him they would put it under review and call him back. The company and myself have tried to reach them and they won't return our calls. I am a Senior Citizen of 73 years of age and I cannot continue in this heat, or maybe they are waiting for me to die so they do not have honor claim. Today in Texas is 96 degrees. I will be calling them again today and emailing [redacted] for a response. andDesired Settlement: That they recognized that they offer service and they should live up to it and not trying to find ways to get out of it. They should also respond in a timely manner and not have one wait almost 2 months for adequate service. If the unit needs replacing or it a costly repair that why you sell the insurance. I would appreciate your assistance in the matter.

Business

Response:

This claim is not a covered claim for reasons clearly stated on our contract and explained to [redacted]. After [redacted] told us that she liked the technician that we sent out and would probably use him in either case, and would need to replace her system anyway, we offered $400.00 toward the replacement as a customer courtesy. This is not the first claim [redacted] had with us, and we are happy to service her and appreciate and value her business. However, we follow the contract [redacted] has with us and fulfill all our obligations. There is no further review in process and no phone calls that [redacted] I waiting on us. All of the options and good will offers were advised to [redacted] and HSC is waiting on her decision on whether she will be using our technician or not and we will pay the offered amount.

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:

After my conversation to day with [redacted] I contend that my complaint has not been resolved. They advised me as well as HSC that there was some rust but that was not the reason for the problems. [redacted] emphatically stated that rust and corrosion was not the cause of the unit not to cool. The copper coils have a leak and copper does not rust. He stated that he informed them of that and they advised him they would put under review and call him back. When I spoke to [redacted] she advised that my system was not covered and said that she could only allow $400 toward the problem. At that time I was not aware of the Technician finding, so had no other choice but to say ok. I advised her that I like the Technician from [redacted], she ended the conversation saying she would contact [redacted] and let me know what was required. [redacted] or myself never heard form her again.

It was also stated that I used their service before and it unfortunately I didn't complain then. I had a toliet that overflowed and I contacted HSC, and they had a plumber come out after about almost 2 weeks of calling. He unstopped the toilet but scratched it all up with his equipment. I paid him $115. The toliet began to leak so I called him back and he returned but he still did not stop leak. My neighbor purcahsed a $2 part and stop the leak. The toilet had to be replaced since it was all scratch up. Yes I can verify all this information. It is very hard trying to get service from this Company, even if you are persisting in your request. Wheter it is repair or replacement, no should have to wait for a month and half for service from HSC.

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

Sincerely,

Business

Response:

Thank you for replying. We will provide the service company with the mentioned authorization.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is a resolution and the matter has been resolved.

I only accept this response because their is no other choice after three months. My final word on this matter is that one must remember "you do unto other that you have them do unto you" and God does not sleep.

Review: I have purchased a home warranty from Home Service club. On 5/**/14 I contacted them for service as my air conditioner was not working. On Monday 5/**/14 a technician finally came out to inspect my air conditioner. He stated the coil had a leak in it and would need to be replaced. He called the home warranty company and explained this to him. They said they had to get approval for the work and would call him back. He waited around and did not hear back from them, he called again and could not reach anyone. I called and got someone and they said they were still waiting on approval. So he left and said as soon as he heard from them he would come back out. I paid him $89.0-00, the fee I had to pay according to Home Service Club for him coming out. I waited and still never heard from them. I called them and left a message twice on Wednesday 5/**/14. No one called me back. On 5/**/14 I also called the Technician company they sent out to see if they had heard from them, they had not. He told me he would call them and call me back. He called them and left a message. He called me back later and said they had not returned his call and he encouraged me to be persistent as I was paying them for their service. I called again on 5/**/14 and spoke with someone. She stated they were still waiting for approval, I asked her how long does it take to get approval for a service that was needed. She could not give me a time frame. I explained to her that it was getting hot and I could not stay in the home if it got too hot without air. I called back later to inform them that I had [redacted] and it was important that I not stay in the house when it reached a certain temperature. She said she would send them this information and see if they could hurry the decision. I still have not heard from them. Their contract states the will expediate in case of emergency or house is unliveable . Plus they promise quick and prompt service. I have received neither.Desired Settlement: I would like for them to finish the job and have the coil replaced and fix my air conditioner as the technician explained to them this was what was needed. And do it as soon as possible as I can not stay in my house when it gets too hot without air as I have [redacted].

Business

Response:

This issue has been resolved. We have approved a lot of money for this repair and advised/paid the technician. Please note that HSC has done nothing wrong on this to begin with, and even covered more than were obligated to on this issue. Please remove the complaint and feel free to contact us with any questions. 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.

They have agreeded to pay for the replacement of the coil and have told me I only have to pay for the cost of the coolant which is $381.00. The company that will be replacing the coil has called me and agreed to do the job on Tuesday. I am satisfied with this resolution.

Sincerely,

Review: I have an open case for repair #[redacted] for more than a week now. The point here is that I hired the policy to have peace of mind. My house is rented and this situation is jeopardizing my relationship with my tenant.

I contracted the policy in February 2015, this is the first claim that I am doing.

I took this text from the web page: “[redacted]. Get the peace of mind that only comes with quality coverage and top-tier professional home repairs for home systems and appliances that break most!”

My only ask is that your the act promptly to comply with that statement.Desired Settlement: Repair the AC

Business

Response:

There was and is absolutely nothing wrong with this claim and thefact that there is a complaint on our record is disheartening and absurd. Thisneeded a lot of review and decisions and is a big job. The service is notguaranteed to be instant. A technician was assigned promptly, unit wasdiagnosed, reviewed, approved, and covered for 2 very expensive repairs. Pleaseremove this from our records.

Review: Purchased the warranty with the sale of the property. The furnace was used throughout January with no issue and stopped working in mid-February. Called the HSC to come and have a look. The company the contracted stated the furnace needed to be replaced. The warranty company said they would not cover the replacement due to the failure being a "pre-existing" issue (which, it clearly wasn't as the unit was working just prior to it's failure). The contractor was paid a deductible and then, HSC cancelled the contract entirely.

The entire company is a fraud and anyone shopping for a home warranty should avoid the HSC.Desired Settlement: I had the furnace replaced as it was the right thing to do for the time being.

I would expect reimbursement for the furnace ($2,000) as well as restitution of $2,500 for time and energy lost in this process.

Business

Response:

Please note that not only this complaint is a completemisrepresentation of facts, it has also become very evident that it is anintentional attempt at trying to misuse this venue to get the customer's noncovered and pre-existing issues put on HSC. [redacted] filed a claim shortlyafter signing up for our services. It was his real estate company that actuallypurchased the plan for him upon closing the sale of the home. He did an authorizedreplacement which are not covered, for a system that is not covered anddemanded a reimbursement. The issue is completely pre-existing and in thetechnician's own words completely deteriorated and has been bad for a longtime. We require that all covered systems are fully operation to themanufacturer's originally intended designs and specification at the start ofthe contract. This system was falling apart, deteriorated and rusted out, alltags and plates completely missing or worn off, and replaced by the customer.When we requested an inspection report from [redacted] to review and see what,if anything, we can help him with he refused to provide it. Originally [redacted] made it seem as if he did not know our services and policies, did notlook at the contract, and was told we would cover it by his real estatecompany, blaming them for everything. His real estate company([redacted]) does have unresolved complaintswith the Revdex.com for similar issues of not wanting or following through with neededrepairs and buyers concerns. When we spoke to them it was evident that their intentwas to brush the issues off on us. At that point, [redacted] was still giventhe benefit of the doubt and we tried helping in whichever ways we can andoffered favorable to him offers with regards to his requests to cancel or keepthe contract. [redacted], however, now already knowing and fully understandingthat not only have we done nothing wrong, but we were wronged and still try todo what we can to help, proceeded to still go above and beyond to try and getsomething he is not entitled to and we are not obligated to do. We have beentrying to reach [redacted] for a long time now and all to no avail. Thiscomplaint is not only baseless and false, it is at this point nothing more than intentional slander of our company. [redacted] can contact the supervisor that has beenworking with him and trying to reach him, [redacted], at ext. [redacted]. This case isclosed and should have never been opened to begin with. HSC has beenresponsive, proactive, informative, and helpful throughout this process.

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:

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

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

Sincerely,

Business

Response:

This is now simply a blatant lie and an very evident attempt atfraud and slander. Everything [redacted] stated about his system is completelyfalse and opposite of what was found by the technician. The verbiage used is misleading,and "authorized" repair not authorized by us is by definition notauthorized. The inspection report is not required to sign up, which is why [redacted] was able to sign up with us. He also stated that he does in fact havethe report, and his attorney offered to send it in only after he saw that hewas in the wrong and was not eligible for any reimbursements. What he statedabout the real estate company, and literally everything in this"complaint" is blatantly false and is no longer considered amis-understanding. Our representatives adn a supervisor attempted to contact the customer and his attorney many times, and nobody ever yelled at him regarding the Revdex.com complaint nor anything else. You can see the date the complaint was filed and that is how long we have been attempting to contact the customer and how long we have been offering the requested terms. This is being sent to our Fraud Prevention Department and will be handled accordingly.

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:

Not by any means is this a lie nor any attempt of fraud nor slander. This is simply the truth and the statement of facts. Everything I’ve stated about the system is entirely true: it was working- from closing (12/**/2014) through the time of failure in mid-February. Any information as provided by the technician was after the system failure. One would have no way to speculate when something, if it ever would, fail.Again, this is no attempt to commit fraud or slander as it is just an attempt to get what we signed up for. Since the HSC was not willing to help in any way, we replaced the furnace as it was the dead of winter to prevent freezing to death.The concept and discussion of any inspection is irrelevant in this case, since you do not require or need one to establish a contract. This is a very deceptive practice to attempt to leverage.Again, I restate that everything that’s been communicated is true and this is entirely valid.While the HSC claims that I was contacted many times, they only attempted to reach out to me last[redacted], 03/**/2015. Their message indicated that the matter was urgent, but they only state such as they realized their time was running out to respond to this Revdex.com complaint.Before seeking legal advice on this matter, I was yelled at on the telephone by [redacted]. As well, [redacted] instructed me to take down the Revdex.com complaint. Moreover. [redacted] yelled at my attorney on the phone when speaking with him last.The complaint was filed on 02/**. Please clarify what “offering the requested terms” would be. As such, this is not clear in this context. This unclear verbiage is just another indication the HSC is lacking in it’s attempt to communicate in an effective manner.As I’m sure your Fraud Prevention Department will find, everything on my end is legitimate and without issue. In turn, the real fraud in this case is the HSC as they attempt to hide their savage behavior and questionable business practices from the public forum. All of this, in hopes of luring more victims into their trap.At the time of this submission, I am still waiting on [redacted] to get back to me on how to attempt to resolve this issue. She was going to contact me on 03/**/2015, but I have not heard back from her on a resolution.

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

Sincerely,

Review: I have a Home Warranty through The Home Service Club. I am supposed to pay a $125 deductible to have any product covered under the warranty repaired. My outside central HVAC unit went out and it had to be replaced. I paid the $125 deductible at the time of the first service call when the problem was diagnosed. I had to wait a week without Air Conditioning despite called on average of twice per day to finally get the company to agree to have the unit replaced (their choice) instead of being repaired. They told me I had to pay $600 for Freon and $350 to have the old unit hauled way in addition to the $125 deductible. Because of the mid 90 degree temperatures during the week plus that my unit was out I had no choice but to tell them to proceed with the repairs. The new unit came from the factory fully charged with Freon and the service technician had to put less than 3 pounds of Freon in the unit after the installation to restore the full charge. The cost of 3 pounds of Freon is about $10. The technician also told me he does not quote a charge for hauling off old equipment and that he gives HSC a fixed price. Every time I called to find out when they would complete the repairs I had to wait on hold an average of 15 - 20 minutes to speak to someone and then was repeatedly told it was in the approval office pending review. If the company doesn't want to repair or replace larger ticket items they should not offer the warranty.Desired Settlement: A refund of the difference in what I paid the company and the $125 deductible which is the only amount I should have had to pay. My contract number is [redacted] and my Service Request number for this repair is [redacted]. The technician was very professional and did very good work. He just contracts through this apparently unethical company.

Business

Response:

This matter has already been resolved a while back. One of our representatives has spoken to [redacted].

Review: Contacted the warranty company on May [redacted] 2014 about the main A/C unit in my house that seemed to be not working correctly because it has been 85 to 90 degrees in my home for over a week. They scheduled a technician to come out to the house which took a few days. When the technician came out he informed me that after running diagnostics that he needed to call his boss and after speaking with his boss he informed me that I needed a new evaporator coil and a new condenser unit. I then asked what was the cost of the coil and condenser unit because I was responsible for any charges over $2500.00 and I was told that I would hear back from the warranty company. Well when I didn't hear back I decided to call and spoke to one of the girls (support agents) [redacted] who informed me that I will hear back from them no later than the next day Well I have waited over a week and still I have not heard back from anyone as of today June [redacted]. I have been calling, leaving voice mails and emailing this company with no success! Are they out of business or what? My family can't live this way in this heat! The warranty company has been pretty good up to this point and they do an automatic debit every month from my wifes account and we always pay my deductible.Desired Settlement: Fulfill their obligation and lets get the unit replaced and working so that we can live like their motto states. NO WORRIES JUST SERVICE! But, I would like to see the cost so that I can figure out what monies I would owe out of pocket.

Business

Response:

[redacted]'s account was on hold due to outstanding balances from numerous previous claims. We have spoken to [redacted] once and let him know and he stated that he will call us back. We have since been trying to contact [redacted] many times on a daily basis and are unable to reach him. He does not answer nor return our phone calls. The customer can contact us and we will address any outstanding issues. 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 am the one who is owed money for the losses we had during the installation of the hot water heater. Also during our conversation you mentioned a few times telling me that your company hates liars. Please read below because I have photos, whitnesses and the truth.

This is in response to your email letter on June [redacted]

2014 asking for a reply to the correspondence that you received from the Home

Warranty Service Club in which they state the following:

[redacted]'s account was on hold due to outstanding

balances from numerous previous claims. We have spoken to [redacted] once and let

him know and he stated that he will call us back. We have since been trying to

contact [redacted] many times on a daily basis and are unable to reach him. He

does not answer nor return our phone calls. The customer can contact us and we

will address any outstanding issues. Thank you.

Now my response: Never was I informed by the Home

Warranty Service Club that my account was put on HOLD until last week SIX MONTHS

AFTER MY ISSUES WITH [redacted] AND THE unprofessional installation of the hot

water tank when I had received a call from a [redacted] @ ###-###-####

extension [redacted]. During that conversation [redacted] was very disrespectful, making

accusations about how his company doesn’t like liars and also informing me that

he had a signed affidavit from the Independent contractor [redacted] in regards

to that his company did not cause any excessive personal property damages and

that there was no flooding from the installation of the new water heater done by

his company during the installation of a hot water heater installed by his

company. I then informed [redacted] that I don’t steal or lie and that I do have

a high level of integrity. He then questioned my honesty and went so far as to

even bringing up a slip and fall legal case that happened in June of 2011. He also

informed me that he spoke to the defendant CVS about my case in which they indicated

to him that they saw me running up some stairs. This CVS case has nothing to do

with this matter and for him to even bring up a past lawsuit that they (The

Home Service Club had no interest in shocked me. It shocked me so much that I

immediately called my wife and attorney who asked me what does this have to do

about my warranty with my home. Who in god’s name would bring up such

information that has NOTHING TO DO WITH THIS PRESENT WARRANTY ISSUE? What kind

of company would say such things to a customer bringing up unrelated issues

with no that has no bearing on this present issue at hand now! I’m sorry but the

only individuals that I mentioned my injuries to from a fall at CVS was to [redacted]

[redacted] the independent contractor and his nephew due to the difficulty that I

had going up and down stairs to the basement where the water heater was and

that I hopped that they wouldn’t ask me for any heavy physical lifting help. How

does the Home Service Club or any of these individuals working for them know

more than my three doctors caring for me? So as you can imagine this is one

reason why I didn’t feel like speaking to or calling [redacted] ever again!

Now to the details of this investigation.

On 12-**-2013 I noticed that there was a puddle

under one of the water heaters in which I have 2 water heaters in my basement

each connected to each other. After noticing that the puddle was getting larger

under the water heater I decided to call the Home Service Club (HSC). They had

a [redacted] call me introducing himself as a representative with the

company who said that he would come out and replace the water heater after I

informed him of my situation. Prior to [redacted] coming out I called a few

companies about multiple types of solutions and was quoted anywhere from $850

to $1100. A few days later I received a call from [redacted] nephew informing me

that he was coming out with the new water heater. He arrived in a timely manner

and proceeded with removing the old unit and installing the new unit. During

the installation process [redacted] nephew said that he needed to go to the

store for some parts he asked me where was the closest Home Depot was and I

informed him that there was one about 10 miles away and he informed me that he

would be right back. He arrived back and hour and a half later with the part he

needed. After removing the old water heater he started to install the new heater

and said that he once again needed to go to a Home Depot and get some

additional parts and off he went. An hour later he returned with some

additional parts. During the installation he started working with the other

water heater and asked me why I had a hand held sprinkler nozzle on the spigot

of the other water heater that was not being replaced. I informed him that I

put it on there because it was easier to drain the unit when needed for

cleaning. He then started to disconnect that spigot and when he did water

started shooting across the room saturating numerous boxes and flooding my

basement. He frantically started trying to stop the water from shooting across

the open basement by just putting his hands in front of the shooting water

causing the water to divert in all directions drenching him and me. I grabbed a

kids sand bucket that was down in the basement and I held it in front of the

spigot for him while he tightened the spigot helping him to prevent any further

saturation of the basement area. After we got it under control his nephew as he

started tightening the spigot I went over to some of the boxes that took the

brunt of this muddy, rusty looking type water and immediately started removing items

like framed photos of the family and kids along with a few autographs, dolls

and electronics. After his nephew saw me pulling out a large amount of items his

nephew stopped what he was doing and started to assist me with this chore of

removing many wet and dripping items from some of the boxes apologizing

continuously while trying to help me minimize any possible damage. [redacted]’s nephew and I started

pulling out of the boxes framed photos, autographs and other items that were

entirely drenched many dripping with this murky looking water these items were

wrapped in moving paper and stored in boxes. Some boxes were open at the top

and some were sealed. Water was also leaking in from the bottom of the boxes because they were on the basement concrete floor.

After his nephew saw all this he was very apologetic

and seemed to be freaking out a little bit and I could see it on his face he then

said he needed to go back to the store to get a mop to help clean up the area and

I then asked him to please call [redacted] and inform him immediately of what just

transpired. After his nephew left my son brought down a janitorial mop and

bucket. I then started to mop out the drenched affected area cleaning with my

son the best we could do. I also took some photos just in case I needed some

verification on the issues that just took place. His nephew returned an hour

later and informed me that [redacted] would call me the morning.

After the installation of the water heater the

nephew and I went upstairs and spoke about what just transpired and he was very

apologetic. I asked him how long has he been doing this and if he personally

was licensed he informed me that he was even though I never saw anything

related to him being licensed. We talked a little while and I asked him if he

knew how I could stop my kitchen faucet from being so loose at the base and he

took a look at it and then proceeded to tighten a part from under the sink in

less than a minute and said that I would not have any other issues with that

(still loose today.) It was a nice gesture from him and I tipped him $10.00 for

that. He then said that he needed to collect $65.00 for the service work which

I knew of. I asked if he wanted a check or cash and he said that cash is always

best. We both laughed. I had $45.00 left

in cash on me now after giving the nephew $10.00 for the tightening of the

kitchen faucet and then had my son who was watching TV in the room where we

were to please get me $20.00 dollars quickly if he had it so that I could pay the

$65.00 service charge. When I asked for a receipt I was informed that I would get

one from [redacted] because he didn’t have any paperwork for me to sign and that [redacted]

was calling me the next day and that he would get me one. There was no

paperwork ever given to me except for the paperwork he had for the warranty of

the hot water tank.

This installation should have not gone over 3 hours

max and it took [redacted]s nephew over 8 hours for him to install the one water

heater. My dad was a developer who I worked for and my best friend is a

developer and my friend said for this to take 8 hours in unheard of.

The next day which was Saturday [redacted] called and came

out as promised and I showed him the freezer that seemed to stop working when

water went everywhere and some of the damaged frames, photos and autographs and

(he seemed to really not care) because he said for me to inform my wife not to worry

because he would cover all damages that we incurred. When he looked at the

freezer he mentioned that the water could not have damaged the TRUE T-27

because the compressor was sealed. Funny I felt very strange with his answer but

I was already upset with what had previously occurred the day before. I called

[redacted] later that day I informed him after speaking and showing the frames to the

place across the street in [redacted] they told me that the frames alone would

be about $277 not counting the family photos, two collectable Christmas Barbie

dolls from 1995 when my twins were born and two baseball autographs that were

damaged from the installation of the hot water tank. [redacted] never gave me any

paperwork regarding the installation nor did he give me a receipt when he came

out.

After [redacted]

was informed of these costs he again said not to worry and please not to bother

calling the warranty company about this. Anyway, I called the warranty company

the next week and informed them of everything that I went through with the

installation of the water heater Then [redacted] called me and said that I owed him

another $300.00 and I reminded him of all the damages that we incurred and who

was taking care of this? He told me he would and I never heard back from him

personally or from The Home Service Club!

Since after dealing with [redacted] I have had my

oven worked on in late February of 2014 with no issues to my knowledge or of

any other costs per [redacted] or his Appliance Tech except that I had to call The

Home Service Club on behalf of Appliance Tech when three weeks passed without Appliance

Tech receiving their check for services rendered for the repair of my Dacor

oven.

Now here it is (6) six months since the water heater

incident and never hearing anything from anyone at the HSC about what [redacted] was

going to take care of for the damages we incurred. My Ty Cobb Autograph alone

that was damaged in its frame by this nasty saturation of water from the water

heater incident lost over 50% of it’s value. I took it as a lesson learned because

every time I call the HSC I speak with [redacted], [redacted] (or someone similar to

this name) requesting not to use [redacted] company. It seems rather funny that

I always need to tell the support side as to why I do not wish to use [redacted]s

Company. On this issue with my A/C I had

J&R Service Repair call me about my A/C but they could not come out for

over a week and after complaining to the HSC about the time issue and that we

are suffering here in my home with four kids they had [redacted] call me again. This

is strange Do they not understand what’s going on when I have mentioned it to

them originally in December and again to use him when I had my Dacor over

repaired. Anyway, [redacted]s nephew came out told me what was needed after he spoke with

[redacted] and after [redacted] spoke with HSC nothing has been done except that now I owe

them money. I have photos of all the water issues brought fourth on me by their

negligence. HSC is responsible for all my damages and I have let them know of

my issues since December of 2013!

This past week The Home Service Club took another

$61.00 from my wifes account when our account was so-called put on hold per HSC.

They need to stand up and take responsibility for their contractors if their

contractors don’t stand up for damages they cause. I have my photos and will be

more than happy to forward them to the Revdex.com in New York. It has been a month as of

today since I first notified HSC about my air conditioning issue and I only found

out last week about [redacted] not taking care of his commitment to me and to HSC. Solet

me say again that it’s been 6 months for HSC to speak to me in an

unprofessional way about this present issue only after using them in Feb 2014

for my oven and now that I need a New A/C Unit. [redacted] needs to not make

accusations that are not true. HSC can dislike liars all they want but they

need to look at their independent contractors before pointing fingers at their

customers! That’s what service is all about. It’s not me who needs to address

specific issues. I will stand firm with my accusations because they are true.

[Your Answer Here]

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

Sincerely,

Business

Response:

[redacted] called us back and the issue was resolved.

Consumer

Response:

On July [redacted] I called The Home Warranty Club to leave a message and to my amazement the phone was answered by a [redacted] who informed me of his position within the company. After speaking with him he agreed that these issues should of been resolved when first contacting his company and was very apologetic. After a quick explanation of my issues he reviewed all of the details and he quickly resolved any and all issues that I had with his company. He showed me professionalism at it's best along with giving me the common courtesy of listening and understanding to all of my issues. I am now compelled to endorse this company for their finale resolution with my issues. Even though it took a while to resolve them I feel that [redacted] did what was right and I would gladly do business with this company again. I personally feel that I have made a friend in [redacted] and The Home Service Club. As of this [redacted] day of July 2014 I have been totally satisfied with the end results in my dealings with The Home Service Club and would recommend them in the future

I have resolved my issues per my conversations with the Home Warrany Club in reference to complaint ID [redacted], and find that our resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I contacted The Home Service Club about my problems I was having with my refrigerator. The appointment was set for the following day for a contractor to check it out, and after he came, another appointment was set for the contractor to come back with the necessary parts to fix the problem. All problems were resolved within three days of me making the initial call. Had no issues with the refrigerator since.

Review: I purchase the home warranty service. I filed a claim and first they are telling that because my policy is new that its under review. Second, they are telling that my home was sold this past year in 2014. I submitted all documentation. And they refuse to comply with the service stated. I filed a service request on the [redacted] of January and today is the 3rd evening and nothing has been resolved. Some lady by the name of [redacted] calls and tells me that they will come out and she.would call me on 1 ** 2015 morning. Guess what, no one has made a phone call to me and no response to the email I sent. Isent an email stating that no where in the internet it states my house was sold last year.

I guess I should had done more homework about this company and ripping people for they money and not promising what the contract states

I am very upset with the service.

Hope to hear from someone soon.

IvonneDesired Settlement: Want hsc to fulfill their obligation in this matter. I have purchase a policy and they are refusing to follow up and make any contact with me what so ever.

Business

Response:

This complaint was incorrect and this case was initially suspected to be fraud. However we have spoken to [redacted] and have come to an agreement that it was mistakenly filed and this matter has been resolved.

Review: washer repair order submitted Dec [redacted] to Home Service Club. Tech assigned by warranty company came to residence to determine repair parts needed and price of total repair to provide to written estimate for resident and warranty company. No written estimate was provided to me. if it's spoken than it not legal. Home Service Club (HSB) offered me$245 to go towards new washer. I was told that my washer is 6 Yeats old as reported by service tech that my unit was 6 years old and had multiple problems. I would like my washer repaired. If not able to reDesired Settlement: please repair . Additional information on my washer is 4 years old not 6 years old.. Maytag washers come with a 10 year warranty on the washer stainless steel tub an washer motor. I explain to HSC warranty that I would like the washer repaired again on Friday th [redacted] of Dec. Warranty companys hasn't called me yet the only time I hear from them is when I call.. Sincerely [redacted]

Business

Response:

Issue was a misunderstanding and has long been resolved. A representative has spoken to [redacted] on 12/**/14, straightened everything out and even waived the deductible on this claim.