Home Service Club Warranty Corp

Review: We purchased a standard one year warranty to cover our home 7/**/14 to 7/**/15. The contract states that we have to pay $125 for a service call to the house. On the evening of Nov. **, we noticed the ceiling under our second story bathtub was dripping water, after our daughter took a bath. On Nov. **, we placed a service call to HSC. We were told that the problem would not be covered (I'm not sure how they knew it wouldn't be covered without looking at it). We printed out our contract and read through it and called back and read it to the customer service rep. She told us we had an outdated contract (we had printed it off of their website) and proceeded to email us an "updated" contract. She made sure to highlight the area telling us what the warranty WOULD NOT cover. Needless to say, after multiple phone calls, we finally got HSC to agree to send someone out to our house. It took over a week. HSC sent out a plumber of their choice to diagnose our problem on Nov. **. The plumber told us the shower valve needed to be replaced. Under the contract, a shower valve is covered up to $750. The plumber quoted $600 and said they could return later in the week to do the repairs. When we contacted HSC, the representative told us that they thought $600 was too high and they would not cover the repair. They informed us they would be sending out another plumber for a second opinion bc they "trusted the second plumber a little more than the first one they sent out", but they would only pay the second plumber's service fee if they agreed with the first plumber. Otherwise, we would be responsible for both service fees! When we asked why they didn't just send the 2nd plumber to begin with, they stated it was because that plumber was unavailable. As a consumer, that is not our problem. We did not agree to the 2nd plumber, as we feel we have gotten the run-around from this company and feel the 2nd plumber would most likely be "coached" by HSC to not agree with the first plumber, therefore relieving HSC of any responsibility. HSC sent the first plumber on their own accord. This plumber diagnosed the problem, quoted within the $750 coverage and was willing to do the repairs. HSC should cover this, no questions asked. This warranty company has tried to get out of their end of the contract during this entire situation:

1) Tried to tell us the problem wasn't covered when we initially called

2) Tried to tell us we had an outdated contract

3) We had to call several times to get a plumber out

4) Refused to accept and pay for THEIR OWN plumber's diagnosis and repair, even though it fell within the confines of the contract

5) Refused to cover the service fee for second plumber that they wanted to send out because "they didn't trust the 1st plumber"Desired Settlement: HSC should pay for the repair by the first plumber.

Business

Response:

Although weappreciate all of our customer's concerns, please note that this is a completemisrepresentation of facts. Everything stated in the complaint, from the timeline to the actual statements, is incorrect information. [redacted] has our standard coverage which does not coverwater leaks. [redacted] is verywell aware of this from prior claims he had filed with us and has beenexplained this numerous times. On 11/**/14 (Saturday) he filed a claim statinghe has a leak which he determined based on noticeable water stains from thedownstairs ceiling below. Instead of assigning a plumber and leaving [redacted] stuck with service call and repair fees we calledhim to advise that although we cannot fully diagnose and determine the issuejust by his statement, it sounds like it is a leak in the water line and notsomething that would be covered under the plan he has chosen with us. Weoffered to send out a plumber anyway to diagnose and check out the issue, andthat if it is found to be a covered issue then we will gladly cover it, but ifit is not then he would have to pay for the service. [redacted] agreed and a plumber was assigned later that sameday on Monday 11/**/14 and the customer was notified. Note this was on the veryfirst business day and not a week later as [redacted] stated in his complaint. The plumber, uponinspecting the issue, called us with the information and estimate and confirmedthat there is a leak in the pipe somewhere behind the wall/floor, and he doesnot know where exactly it is and would have to cut through the ceiling/floor orwall to detect it and then repair it. We advised [redacted] of the findings and that it is clearly notcovered but he can do the work with the plumber if he wished. We do not knowwhere [redacted] came up with the "updatedcontract" claim, but he has the same contract now that he did on day oneof his policy, and it is still available on his account page 24 hours a day and7 days a week. We confirmed what was not covered and upon understanding thefacts, [redacted]then proceeded to contact us time after time trying to talk to a differentrepresentative each time to try and get his leak covered. Later that day, wegot a call back stating that the plumber now claims that there is no pipe leakand he does NOT have to cut through any walls or ceilings and its just a simpleshower valve repair by the faucet, but yet kept the same expensive price whichincluded the $300 of cutting through the walls. This is suspicious andextremely weird for a number of reasons. It is either a gross misdiagnosis onthe part of the plumber, combined with a gross over charge for a simple repair,or, the [redacted] had convinced the plumber to providefalse information in order to get the non-covered work covered by us and, as hehimself put it, "coached" them into doing so. At this point weadvised the customer that none of this was acceptable and what we can do issend out a brand new fresh tech, a new company for a second opinion and a freshdiagnosis. If the finding state the issue is a covered one then we will gladlycover it, and if it is not, then he would be responsible for the repair costsbut we would cover the second service call as a courtesy. Initially [redacted] agreed but only if he can speak to the new plumber first, which was a bit suspicious but we providedhim all the plumbers information and approved everything we offered. [redacted], however, later refused the second opinion (afterwe had already set it up) and stated he will only work with the first plumberand requested to cancel his contract with us. [redacted] is fully aware of what is not covered and that weare not a home improvement company and HSC sending out the first plumber, andthen offering to send out another is proof enough that his accusations arecompletely false and empty. It is also worth noting that [redacted]has made an issue out of every single claim and contact he had with us. We havecomplaints from both technicians, and representatives, of [redacted] being extremely rude, he has not paid hisdeductible to a technician who went out prior for a different issue and has a$75.00 balance on his account which was supposed to have been paid before anyplumber can be assigned in the first place. He also tried, on a previousoccasion, to have the tech mis-diagnose his air conditioning system and wasrude and upset when the tech would not. Making this situation even moresuspicious. HSC, however, does not wish to put blame on neither [redacted], nor the plumber. We have done everything we weresupposed to do and even more. And offered to do even more and were always hereto work with our customer. HSC does wish to make everything clear and presentcorrect information of everything that has happened. Neither the time line, northe accusations, nor the comments on the contract, nor any points made in theoriginal complaint are correct. [redacted]'s contract has been cancelled as per his ownrequest. He will be receiving a refund accordingly as per his contract and theoriginal plumbing company will be reviewed to see if they will be receivingmore business from HSC or blacklisted for any wrongdoings. Should you have anyquestions please feel free to contact us directly.

Consumer

Response:

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

This is exactly the type of response I would expect from such a low caliber company. "On 11/**/14 (Saturday) he filed a claim stating he has a leak which he determined based on noticeable water stains from thedownstairs ceiling below." In response, we stated that water was dripping from our ceiling. We never stated there werenoticeable water stains, because there aren’t. "although we cannot fully diagnose and determine the issue just by his statement, it sounds like it is a leak in the water line and notsomething that would be covered under the plan he has chosen with us." In response, here is what is in the contract verbatim:[redacted]

[redacted]It clearly states that leaks and breaks in waste, drain or vent lines is covered. What is not covered is a collapsed line. So why would we “coach” the plumber to say it was a shower valve, when it states that leak in a line is covered? We have since cancelled our contract and paid the plumber outright for the shower valve (I have the receipt and would be happy to forward it on to prove that it was indeed a shower valve and not something else that we were trying to get covered under the warranty)."We do not know where [redacted] came up with the "updated contract" claim, but he has the same contract now that he did on day one of his policy, and it is still available on his account page 24 hours a day and 7 days a week" – We didn’t“come up” with anything. I have an email from [redacted] at HSC on Nov. **, where she sends us an updated portion of thecontract. I would be happy to forward it on. Also, it is not available. I was shut out of my account the second I cancelled. Thank God, I printed a copy beforehand."[redacted] then proceeded to contact us time after time trying to talk to a different representative each time to try and get his leak covered." In response, we proceeded to call back time after time because we were trying to get a manager on the phone. We were denied every time. "We have complaints from both technicians, and representatives, of [redacted] being extremely rude, he has not paid hisdeductible to a technician who went out prior for a different issue and has a $75.00 balance on his account which was supposed to have been paid before any plumber can be assigned in the first place. He also tried, on a previous occasion, to have the tech mis-diagnose his air conditioning system and was rude and upset when the tech would not. Making this situation even more suspicious" In response, we were never rude to any technician. In fact, the original plumber told us that they had been to another house on the same day they visited our residence and HSC had denied that claim as well. They said they have had so many problems with HSC, they are terminating their contract with them. Even the technicians think this company is awful to work with. I was unaware I had a balance with HSC. When logging into my account, my balance always said $0.00. The $75.00 has since been paid. The statement that we tried to get the tech to misdiagnose the ac is an outright lie. I am sure I was rude to the representatives but only after the tenth time I’d been given the “runaround”. Initially I was not rude. I cancelled my contract because I would rather pay outright to have repairs done to my home than deal with this company for one second longer. The only resolution I want is for someone to read this complaint and realize what a shady company this is (they have a C rating). They do not care about customer service. The fact that they are willing to throw the customer under the bus and take zero responsibility should alert people to what type of company they are. All they care about is taking your money.

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

Sincerely,

Business

Response:

Please see our previous reply as it contains all the correctinformation and still applies. Nothing new was presented by [redacted] other than further misrepresentation of facts.His story is contradicting and he has refused the offer to correctly diagnosethe unit and has requested to cancel. Literally every point made on last rejectionis incorrect and a denial of facts. [redacted]has requested for HSC to not send out a second plumber to diagnose the issueoriginally mis-diagnosed by a company that is now blacklisted due to extremelack of professionalism on their behalf, and [redacted] has then requested to cancel his contract. As per[redacted]'s own request, the service call was cancelled andso was the contract and a refund has been issued. We also offered to waivecancellation fees and have done nothing wrong and did more than were obliged todo. This case is considered closed, the contract was cancelled as requested.There is nothing further here and the incorrect information provided has beenaddressed in our original response.

Review: To Whom It May Concern:

My AC broke under then Home Service Club (HSC) warranty. The HSC agent ([redacted]) agreed to provide $1500 towards the AC replacement and we both agreed to it on May **, 2014. Note that although the HSC AC upper limit is $2500, they wanted to cover $1500 since a part of the claim they said is not covered. Then, HSC quoted me $5700 and me to pay $4150 to replace the AC (they will give me $50 more as a supplement). I said that I would like to verify the quote to get a fair market price to replace the AC and he agreed. I checked with the market and found four quotes of about ~$3500 and forwarded them to him. For a fair business practice, I requested them to charge me the fair market price quote minus $1550, i.e., ~$2000, to fix my AC by the HSC technician, as asked by [redacted]. Now, they do not want to match the quote or give me $1550. He does not respond my calls since I am committed to resolve this sooner since it is very hard to live without AC in the Houston summer. I sincerely believe that this is not a fair business practice and wanted to report this to Revdex.com.Desired Settlement: Two options:

1. Get a fair market quote for my AC replacement and then deduct $1550. I'm willing to pay remaining to fix my AC.

2. Give me $1550 so that I can use a competitive bidder to replace my AC.

Business

Response:

This is NOT our customer. This account has been cancelled due to fraud. [redacted] signed up with our company to renovate his home. We are NOT A HOME IMPROVEMENT COMPANY NOR A REMODELING COMPANY. It is NOT what we do and we are strictly a home warranty company. Right after he signed up he filed 3 claims for his HVAC and his plumbing. First professional technician that came out and diagnosed his AC unit stated, in writing, that the unit had numerous leaks in his coils, including a massive one in his outside condensing coil which was completely corroded and rusted through to the point that it was completely empty of refrigerant (that otherwise takes a long time to leak out). His professional opinion is that it takes a very long time for so many leaks to develop and for such rust and corrosion to have happened, causing the leaks, and certainly more than the few days that the customer was with us for. [redacted] proceeded to harass our company with phone calls and threats of defamation if we do not cover his issues. The second repair man (plumber) that came out, diagnosed again numerous issues with the plumbing in the home including a bad toilet, bad faucet, and numerous bad hose bibs all throughout the house. Again all issues existing for a long time. [redacted] then stated that he will remove his AC claim and will remove any defamation against our company if we cover some of his plumbing claims and that he understands that the AC claim is not our responsibility. He refused to pay his service call fee to the plumbing company which we then had to pay. He then filed yet another AC claim for his second system. We sent out a technician again to look at the second system and the findings were outrageous. Home warranty covers electrical or mechanical failures due to normal ware and tear that arise during the warranty period. This is what a warranty is by definition and we operate according to our contract that outlines our and our customer's obligations to each other. The second diagnostic report states that this unit never worked during our contract period, it was disconnected, all the wires in the outside unit were physically pulled out, the condensing fan motor has been disconnected by someone, and strangest of all - the service valve inside the unit was closed by someone as if they wanted the unit to fail, as that will damage the compressor. Our technician opened the valve, preventing further damage to the unit, re-connected the condensing fan motor, re-wired the entire unit, and got it up and running. Also did an full inspection of both the inside and the outside units. Despite doing all that work that would normally cost at the minimum a couple of hundred dollars, if not more, he only charged [redacted] his $125.00 deductible and not for any more of the work despite it not being covered by the home warranty. [redacted] yet again refused to pay the technician what he is responsible for and we paid for it. Now he continues to harass our company with threats of defamation if we do not cover his bills for repairs, his renovations on plumbing, as well as cancelling his contract and refunding him his payment on top of all! - complete fraud, on top of fraud, on top of fraud. This account was cancelled due to fraud. There is a $250.00 outstanding balance on this account owed to us by [redacted], and this is now being handled by our Fraud Prevention Department together with our Legal Department regarding legal actions against [redacted] for defamation and fraud. Please remove this complaint from our account and feel free to contact us for any information on this case.

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:

To Whom It May Concern:

I take a serious exception of the false accusation of calling me fraud. In fact, they tried settling with by paying $250 to take back this complain, which I rejected hearing my consciousness. In their response to my complain, they neglected the main complain, i.e., inflating the AC quote to $5700 instead of standard market rate of ~$3500. In fact, I gave them four quotes from different A/C companies in the range of $3500. Then after they started sending multiple emails of cancelling my contract and accusation of fraud and defamation. Their response to my complain is complete distortion of the truth and I would like to address them below:

1.I have been their customer starting April ** until May **, 2014.

2.I did not ask for home remodeling instead was stick to items covered in the warranty.

3.Their claim of $125 service fee for plumbing is blatantly false. As they were cancelling my contract, I told the plumbing company to look at all problems at my home to give me the estimate, not to the home warranty company.

4.I did not ask them to fix my plumbing problems. They tried this for settlement, but never acted upon it. I did not succumb to it.

5.They had fixed the second AC and I am happy to pay the contracted service fee ($125 or less). I am waiting for the bill.

6.They called me after fixing the second AC that this AC is not covered since it has been abused. As a novice home owner, how would I know the A/C is abused. On May **, 2014, I cancelled the contract since they do not want to cover my AC.

I want to convey to the company that they should support other customers like me with justified and competitive costs of their services. I don’t harbor any ill feeling for the company, rather I wish they should improve their business practices and flourish.

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

Sincerely,

Business

Response:

Please refer to all previous responses. Please note that [redacted] is NOT ENTITLED TO ANYTHING AND OWES OUR COMPANY MONEY AND IS FRAUDULENTLY RUINING OUR COMPANY NAME IN ORDER TO GET US TO PAY FOR HIS HOME IMPROVEMENT. Our Legal Department takes this very seriously and WILL pursue further action against [redacted]. If [redacted] agrees, IN WRITING, to end ALL fraud and defamation, we will honor our good will offer we submitted last time in writing. Thank you.

Hi [redacted],

Attached is the home warranty contract. Below are a few

points I pasted (balded) from it:

From Page 3 of contract:

" D. COVERED ITEMS

This Agreement provides coverage only for those items

specifically listed as being covered on your Coverage Summary Page (which is

attached and

included as part of this Agreement) and excludes all other

breakdowns and/or items. HSC agrees to repair or replace those specific items if

they

become inoperative during the term of this Agreement due

to mechanical failure caused by NORMAL WEAR AND TEAR, and are subject to the

terms

and conditions of this Agreement.

This Agreement covers only mechanical failures relating to

the mechanical parts and components of those domestic-grade items that were

in the home and in

proper and safe operating condition and permanently

installed and located within the perimeter of the main foundation of the home

on the Agreement effective

date. “Mechanical failure” occurs when a covered item

becomes inoperable and unable to perform its designated function, subject to the

limitations and

conditions set forth herein. Examples of not covered:

conditions that existed prior to Agreement effective date; lack of routine care

and maintenance; misuse; and

rust and/or corrosion. “Domestic-grade” items are

those that were manufactured and marketed solely for installation and use in a

residential family dwelling.

The covered item will be deemed to have been in “proper

operating condition” on the Agreement effective date if it was correctly

located within the home, was fully connected, was capable of successfully

performing all operations commensurate with the manufacturer’s original design

intention, and did not pose any

hazard to life or property. Determination of the

operating condition as of Agreement effective date, and the nature of any

failure, will be made by HSC based upon

our professional opinion, reflecting but not limited to,

diagnosis made by our Authorized Service Contractors or trained direct

employees. The items listed in

Section D under “Examples of Not Covered” are not meant to

be all-inclusive and are provided for illustration purposes only. They do not

limit our

right to decline coverage for items not specifically

mentioned and should not in any way be deemed an expansion of Covered

Items."

From Page 10 of contract:

" 2.II. This contract may be cancelled by HSC for

the following reasons: (a) nonpayment of contract fees; (b) mutual

agreement of HSC and you; (c) fraud or

misrepresentation by you and/or your representative of

facts material to HSC’s issuance of this contract; (d) if you and/or your

representative either threatens to

harm or actually harms the safety or well-being of: (i) HSC;

(ii) any employee of HSC; (iii) a Service Contractor; or (iv) any property of

HSC or of the Service

Contractor; or (e) a change in laws or regulations that has

a material effect on the business of HSC or HSC’s ability to fulfill its

obligations under this contract. (f)

HSC may cancel this contract at any time in the first 30

days following the effective date of the contract without reason, if HSC

cancels this contract within the first

30 days, you shall be entitled to a refund of the paid

contract fees less any service (claims) costs that were incurred by HSC. If

HSC cancels this contract after

the [redacted] day from contract effective date , you shall be

entitled to a pro rata refund of the paid contract fees for the unexpired term,

less: (a) an administrative fee

of up to $45 (where permitted by law); and (b) any

service (and claims) costs that were incurred by HSC."

AND also from Page 10:

" 3. This Agreement does not cover failures which

may result from other causes, such as without limitation: abuse or misuse;

improper installation; improper or

insufficient maintenance, failure to clean; neglect; impact

damage, physical damage, lightning strikes; missing parts; animal, pet and/or

pest damage; casualty;

acts of G-d; structural and/or property damage; structural

changes, flood; smoke; earthquake; freeze damage; fire, electrical failure or

surge, water damage, mud,

soil movement, storms, accidents, or failure due to

excessive or inadequate water pressure; accidents; war; nuclear explosion, acts

of terror, reaction, radiation

or radioactive contamination; insurrection; riots; vandalism;

or intentional destruction of property"

We are strictly a WARRANTY company, we warrant equipment

from mechanical failures from normal ware and tare (much like, for example, a

company like Samsung warrants their products from not functioning due to their

normal function after you purchase their electronics). We are NOT and insurance

company for accidental or outside factor damage, or neglect, and we are NOT a

home improvement company.

Please refer back to our long reply regarding the history on

this account. [redacted] had told us that everything in his house is in full and

operating condition to manufacturer's original design and guidelines before the

start of the contract. A week after his contract started, [redacted] had 2 major

HVAC problems and 5 plumbing that were ALL clearly existing prior to the start

date of the contract. First AC system was completely out of freon, which takes

a very long time to leak out. His unit was not used since last summer and was

not working as soon as it was turned on. The unit had one massive leak and

numerous other leaks in its coil due to it being complete rusted through and

corroded. Attached also please find the first diagnosis we received from the

professional mechanic that looked at the unit stating that the coils have been

leaking for months and it takes a long time to develop multiple leaks,

especially ones that big. Not to mention they were leaking directly due to rust

and corrosion which in itself is not an electrical nor mechanical failure and

is not covered. From speaking to the tech he said the unit was in terrible

shape and not operational at all for a long time. This is also a straight AC

system and not a heat pump, meaning it is not used for heat in the winter and

is only used for cooling in the summer, so the issue is likely, at minimum,

from last summer.

[redacted] also has a toilet that is bad and needs rebuilfing

or replacing, and a faucet that needs numerous stems that have been bad for a

long time. He also has a total of 3 different hose bibs throughout the house

that are all bad and need replacing. According to the plumbing company which we

paid for a diagnostic because [redacted] refused to pay them, these issues have

been there for some time, are all completely unrelated, and customer was aware

of it all.

Second AC system: the technician found the unit completely

non-operational and with absolutely no chance of it being able to work in the

condition it was, and completely not having been able to get that way on its

own. The blower motor was (by someone) simply disconnected. Other electrical

wiring was (by someone) simply pulled out. And more weird than rest, the

service valve inside was (by someone, intentionally) closed. As if someone

wanted it to fail because the only thing a closed valve will accomplish is

damage the compressor which is one of the major parts of the entire system.

This was pre-existing and tampered with. [redacted] pretends he does not know

how that could have happened, and that it must be "vandalism". Which,

in any case, is not a mechanical failure of the system, not designed to operate

as such, and is not subject to warranty coverage. Nonetheless, our technician

DID repair the system, opened the valve, reconnected the motor, and rewired the

unit. Tested it, inspected the rest of it including the inside unit, and got it

up and running. Despite all he did, he did not charge any more than the trade

service call fee that [redacted] again refused to pay.

[redacted] is fully aware of all this, knew what he was

doing, and was advised of it all many times and every time he as in contact

with us. He has threatened to use defamation and fraud to get his systems

replaced and parts of his home improved and/or remodeled. He is simply using

the Revdex.com and other sources for this very purpose. In order to close this case and

prevent further action from being taken, we offered as a GOOD WILL, to refund

[redacted] the full premium he paid us, and waive the outstanding balance he

owes us for the moneys spent on his service calls/repairs. This would mean that

none of this would have cost [redacted] a penny, and would wind up with free

diagnostics and a free repair at HSC's expense. We will require that this would

be agreed to by both parties IN WRITING and [redacted] to sign a waiver that we

would send him outlining the agreement. In the case [redacted] continues this

fraudulent defamation and attempts to use our company for his remodeling bills,

we respectfully request that this case be closed in our favor and we will be

furthering our actions through our Legal Department against [redacted].

Please let me know if there is anything else needed or if

there are any other questions regarding this case. We have exhausted all

options and spend a lot of time and money on this case and get nothing but

repetitive fraudulent demands and false information back from [redacted].

Looking forward to having this resolved ASAP.

Thanks,

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 would like to bring these four points to the Revdex.com's attention:

1. HSC yet did not respond to the main complaint, i.e., quoting $5700 for the AC replacement, which costs about $3500, as per multiple quotes received and submitted to Revdex.com, and not agreeing to charge a fair market price, i.e., about $3500.

2. HSC does not have any new information after May **, 2014. Based on the information until May **, 2014, they were willing to cover $1500 for the AC replacement. Their assessment changed, once I asked for a fair market price for the AC replacement or pay me the covered amount, i.e., $1500 so that I could avail a fair market price.

3. Multiple AC technicians looked at my AC and their assessments including the one, who replaced the AC unit, are very different than the one from the HSC technician. One such report is attached, and another one from a Revdex.com Accredited Business and [redacted] 2011 Super Service Award winner is quoted below:

"There is no way of knowing how old a leak is unless you have repeated history of adding freon. We don't deal with home warranty companies because of diagnosis like that. If you have a home warranty they should cover it. A leak is a leak and it sounds like they don't want to cover it."

4. A very recent (6/*/2014) complaint against HSC at Revdex.com, they called that customer fraud along with multiple others at Revdex.com.

Please let me know if Revdex.com needs additional info.

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

Sincerely,

Review: We went under contract with the HSC warrant service, contract starting on 3/*/16. Unfortunately on the morning of 3/**/15, a carbon monoxide detector in our home started alarming and after the fire department responded, it was determined that our boiler heating system was now leaking carbon monoxide. We have owned the home for over a year and have run the heater through two winters (with CO detectors installed since home purchased) and have never been alerted to a CO leak. We felt lucky that we had just purchased a home warranty, but after submitting a claim to HSC with need to have our boiler replaced, the company suddenly abandoned their contract with us and fraudulently claimed that our repair was not going to be covered (AND that our contract would be terminated) because the claim occurred 7 days after initiating our contract and our CO leak must have been a "pre-existing issue" and due to "age, not a malfunctioning part" of the boiler. We were fraudulently lead to believe that we were under contract with this company and that this type of repair/replacement would be covered, until the company decided that they didn't want to pay out on this claim because of how early into our contract this unfortunate event occurred. We were given the run-around as to many different reasons why this claim would not be covered, and were threatened that they were going to flag us under a "fraud investigation" if we pursued negative reviews online or legal action. This business neglected the terms of our contract and now we are left in a cold home with 4 month old twin girls with no heat running because they are refusing to fulfill their contractual duties. In addition, this home warranty company was given all accurate information about our home; it is a 100 year old home, and they never performed an inspection of the home and appliances they agreed to insure but went into contract with us anyway, just to immediately pull out of our contract because of an unfortunately timed malfunction of an appliance that they agreed to cover. Their service agents were rude on the phone and also threatened my husband.Desired Settlement: We would like the contract to be honored that this company agreed to, and believe that the boiler should be replaced pursuant to our original contract. After covering that repair, we would be happy to have our original contract terminated and will pursue our business with a home warranty company separate from HSC.

Business

Response:

This complaint, as well as the customer's account, are completely false, fraudulent, and will be handled accordingly by our Fraud Prevention Department and our Legal Department. Any outstanding balances owed to us will be billed. The complaint is full of blatant fabrications, false statements, requests with evident intent, and it is clear that the accuser has never read nor understands the contract that they so frequently mention. We request that this attempt at fraud and false complaint be removed from our records. Customer signed up to have their 36 year old boiler with a degraded heat exchanger (something the accuser claims happened that week) and in terrible condition replaced. Our contract very clearly states that we do require all covered systems and appliances to be fully operational to the manufacturer's originally intended design and specifications at the start of the contract, which this system clearly was not. The contract, to which the accuser repeatedly refers, also clearly states that we do not cover any issues existing prior to the start date of the contract, clearly defines such issues, and states that we reserve the right to determine if the issue was, in fact, existing prior to the start or not based on, including but not limited to the opinion and findings of the professional technician as well as our trained employees. Customer is clearly abusing this venue and the reputation of the Revdex.com in order to fraudulently bully an honest company into replacing their old boiler. Customer also makes false claims regarding us agreeing to insure them and projects false liability. We are not an insurance company and have not received nor approved any applications from the customer who simply went ahead and purchased our product. Now the customer is demanding things (intentionally and planned) which our product does not offer and has resorted to blatantly fabricated statements, false accusations, and nothing short of false slander. HSC is an honest company and has a strict policy against such attempts of fraud. We will continue to stand tall against such false complaints and attempts and providing industry leading service to all real customers.

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:

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

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

Sincerely,

Business

Response:

On top of everything stated in the rejection being completely and utterly false, the customer has also threatened the supervisor with false complaints and stated that if we do not replace his boiler then he will make false complaints and we will have to (and we quote) "pay more in marketing", so we should give in to the bullying by just giving him money. This is, in fact, completely fraudulent and will be reviewed. Customer simply ignores all facts and repeats the same blatantly false statements. Their heat exchanger did not degrade itself in a week's time. That is impossible. The point of the warranty is NOT to sign up to get remodeling or home improvement done and get replacements. We, again, do require all covered systems and appliances to be fully operational to the manufacturer's originally intended design and specifications at the start of the contract. This system was not, regardless of alleged times the manifestations of the symptoms has occurred. We did not agree to be defrauded nor cover anything that is not covered. Customer purchased our contract themselves and it is not clear that it was with clear intentions and purpose. This is not, and never was, a service that our product provides. We are not backing out of any contract we are actually strictly following our contract and our contractual obligations. Fabricating false ideas of what our service should be for this customer does not change what our service is. We have given all the benefit of the doubt to this customer, as we do to all customer even ones with questionable situations. However, this case has become extremely and blatantly evident and obvious and at this point it will be in the hands of the proper departments that deal with such situations. There is nothing for HSC to bully for here and that allegation is absurd. We have initially agreed to disregard the fraudulent attempts and threats and to fully refund the customer as well as to waive the cancellation fee and other fees and absorb the loss for the customer. Now after such absurd attempts at fraud have surfaced, we will only be going by the contract and reviews/decisions of the Fraud Prevention and Legal Departments and any and all courtesies are void and any and all outstanding balances will be billed. The bullying is very clear and evident from the customer who wants their boiler replaced so that they can cancel the contract they fraudulently signed up for specifically to get this done. And as per their conversation with our supervisor, had all this planned in advance. This was a courtesy response as there was no new information presented in the highly unethical and blatantly false rejection. HSC will not respond to further false allegations and further attempts by the customer. Should any reasonable statements or requests arise, HSC always has an open line of communication to all of our customers. Otherwise, repetitive false statements have already been addressed and there is nothing further that can be done regarding unethical demands of this case.

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:

We have never made fraudulent claims, and we have decided to no longer engage directly in conversation with this company due to the repeated false allegations against us and poor business practices that they have demonstrated. We will not stand for repeatEd false accusations made against us by this company regarding the unfortunate boiler breakdown in our home and our unfortunate decision to have faith in and engage in contract with this company. We have turned over the information we have to a lawyer and leave it in his hands at this time. Thank you Revdex.com for at least providing a safe place for consumers to expose corrupt business practices and defend themselves against bad business practices such as that demonstrated by HSC. We will not stand to have our names tarnished because of the practices of this company.

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

Sincerely,

They came, they replaced my waste disposal, they left. I thought they would try to repair it but the representative explained that it is just not worth doing and so I have a brand new one. Got a follow up call from the same representative asking me if everything was finished and if I was happy. It was, I am, so happy to give credit where it is due. Special thanks to [redacted].

Review: We had a home warranty with The Home Service Club (HSC). When we subscribed to this service, we informed HSC that our HVAC system was 15 years old and they insured it along with our other covered appliances. On October *, 2014, our air conditioner was not cooling well and a small amount of water pooled inside by the HVAC system. I called HSC and reported the problem and asked for service. Our contract number is [redacted]. HSC contacted their contractor, [redacted] ("[redacted]") as is required by the contract. [redacted] called me and we scheduled the appointment for Saturday, October **, 2014. [redacted] from [redacted] arrived on October [redacted] and stayed approximately 5 minutes, if that. [redacted] immediately went outside to see the a/c unit, where he created a story and said to me "You have damaged your unit with a lawnmower and you are just trying to get a new unit." This was after looking at it for about 5 seconds. I told him I had never damaged the unit, ever, and it looks like it does because it is 15 years old and it is showing wear and tear all around the unit. I asked him, "Do you think someone rammed their lawn mower all around the unit?" because it was so outrageous. He repeated the accusation that we had damaged our unit purposefully. With reluctance, I let him inside to see the HVAC system inside thinking he might stop this nonsense after I told him under no uncertain terms that we had never damaged our unit and it was age. I asked him to diagnose the problem. After going downstairs to see the HVAC system, [redacted] proceeded to tell me that "this is old and rusted and you are just trying to get a new unit." I was stunned. We walked back upstairs where he proceeds to write that the unit inside was "rusted" and the outside unit was "damaged" and I told him he had created a story, it was not "damaged by anyone" and was just an older system. He said the freon was low, which he said he checked although I did not see that check, and the leak was caused by our "ramming the lawnmower into it." The contract requires diagnosis of the problem and correction if a covered condition. He never determined where the freon leak was coming from or that the line was damaged in any way. It is common for older systems to have leaks. The leak very well could have been coming from the outside unit because of age and is covered. Leaks can be in the outside unit itself (which is covered under the contract) or in the piping to the house (which is not covered). He did no diagnostics, did not attempt to fix the problem, accused us of trying to get a new system and later fraud, and wrote inaccurate statements on the sheet - I refused to sign it as it contained his statement about the a/c unit being damaged and it was incomplete and attempted to make corrections on the sheet and he took it from me and left. I was extremely upset with him for his made up stories and accusations. He made no attempt to provide the service in the contract. After our 5 minute interaction, he left without providing a service or receipt. He then went back to HSE and, according to them, told them we were trying to commit fraud. We did nothing but report our air conditioner was broken and took issue with his lies that we had intentionally damaged our unit. After speaking to HSE, where we thought we would find assistance, they accused us of fraud as well, which was ludicrous and very dangerous for a company to make such irresponsible and libelous statements via email. If the leak location was covered, that would be fine, and if not, that would be fine. No one knows because they did not do their job. The technician never found out where the problem was and simply started accusing us of trying to get a new system which makes no sense on any level. We simply reported our air conditioner was not working properly. As part of our 6 month checkup, we called our regular HVAC technician who confirmed that "there was no damage from anyone - the only "damage" is from wear and tear from age of the unit." He also stated that "the HVAC system inside is in great condition and there is no rust." Our HVAC technician also stated that the freon "leak is in outdoor unit or indoor coil and connecting lines." HSE and their representative did not provide service consistent with their contract and outrageously made false and serious allegations. I cancelled effective 10/**/14 after no resolution from the company and more outrageous written accusations from them. We, at this time, are requesting $194.75 for all premiums for breach of contract and failure to provide service and an apology for their customer service and outrageous accusations. If this is not accomplished promptly, we will be asking for more later after we take further action. Thank you for your assistance.Desired Settlement: Refund of all payments to HSC as they did not comply with their contract from May 2014 to present and a written apology for their outrageous accusations.

Business

Response:

Everything stated in this complaint is outright false and this is

complete fraud. We have pictures of the system taken by the technician; a

diagnosis and report from a professional, tested, and trusted technician; and a

tech who will provide us with the affidavit of the real situation. There is, unfortunately, no truth in anything stated in this complaint and our Fraud Prevention

Department will be dealing with this. We initially attempted to provide

courtesy offers to the customer, which they denied and requested to cancel. At

this point there are no offers and any moneys owed to our company will be

collected. The system is physically damaged, not covered, rusted out, and the

customer asked the tech to lie to our company and not give us the detailed

report so that we cover it. We never accused her of damaging it, never heard of

any lawnmower other than from her claims, nothing she claims is true

whatsoever. Her repetitive statements about what is covered and what the

diagnosis is are totally incorrect. She has threatened to blackmail us with

complaints numerous times. Customer refused to pay for the service call she

requested that she is responsible for and refused to sign the repot ticket because

she wanted the tech to lie on it. Which he refused and therefore left without

her signing it. Everything on the report is correct and consistent with the

pictures and the diagnosis. There are no further offers made on this, it will

be reviewed for possible further action as we are owed money from this

customer, and any and all possible resolutions must be done in writing only.

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 one statement that the company made is true. We prepaid and cancelled and they owe us money. They did not provide the service outlined in the contract. I have a witness that their "technician" accused me of ramming our unit with a lawnmower and damaging it. I never asked the technician to lie on the form, I asked the technician to be truthful on the form. He did not diagnose the problem, but accused of me of trying to get a new unit which was outrageous, after he accused me of purposefully damaging our unit - both of which were lies. The requirement was to diagnose the source of the problem which this "technician" did not do. If it was covered, fine. If not, fine. But the home warranty company's "technician" had an obligation to diagnose the problem and if covered to fix it. I told the "technician" repeatedly that I had never, not once, rammed a lawnmower or anything into our a/c unit. This experience was surreal. But to come out and accuse me of ramming a lawnmower into our unit to get a new unit was unbelievable. And, then he clearly went back to the company and lied about what happened. I misrepresented nothing - our a/c unit was not working and we called our home warranty company - it's that simple. What happened after that was a complete breakdown by the "technician" and the company. They made it worse by accusing us of fraud when they were not there and they have an [redacted] and dishonest technician representing their company. The accusations by both the technician and the company which would be comical if they weren't so outrageous and ridiculous. Our a/c unit was not working - we called the warranty company - and stood up to the "technician" who was making outrageous accusations. Our own technician came out a week later and we have a report from him. There is no damage to the unit - the only "damage" is age only. The home warranty company insured this 15 year old unit, and then didn't want to cover it when it needed repair. The source of the freon leak was never determined by the home warranty company - if it was inside the unit it is covered, if in the lines to the house, it is not covered.

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

Sincerely,

Business

Response:

We have shown that this is completely not true. Please see our previous responses. No new info was presented and nothing to do on here. HSC has done and offered much more than supposed to and this case is considered closed.

Consumer

Response:

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

This is nonsense from [redacted]. This company will be hearing from the ** Attorney General's office soon and so will their contractor. It is questionable whether this company or their contractor are even licensed to conduct business in Maryland - that will be part of the ** Attorney General's investigation as well as their practices and non-service.

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

Sincerely,

Review: After over a month of diagnosing why my Air Conditioning System (heat pump) kept tripping the associated circuit breaker with multiple visits from repair technicians, it was determined that my entire heat pump would need to be replaced or at the very least, my compressor would need to be replaced. My air conditioner has been completely dead for two weeks. The Home Warranty Company has had this information in claims for exactly two weeks as of today. I have called their customer service department almost every week day since the claim was made. I am absolutely getting the run-around and cannot get this situation resolved. I have asked to speak to a supervisor on three separate occasions to no avail. I have been told that a supervisor was not currently available but they would have one ([redacted]) call me back. I have never received a call back.Desired Settlement: I would like HSC to fulfill the claim as their contract states ASAP. The contract states that they will cover up to $2,500.00 for repairs or replacement.

Business

Response:

We spoke to the customer and this was all done and approved days ago (last week). It says this complaint is from 7/[redacted] How can this be? This is finished/resolved.

Review: I recently had my A/C unit replaced by a service provider (Greenco Construction and Mechanical) that the Home Service Club sent to my home in April 2014. There was an problem during the installation that resulted in a leak in my attic from the A/C unit that caused significant water damage in my home a week later. I had to file an insurance claim with my homeowners insurance company because the contractor would not assume responsibility and the Home Service Club did not respond to the phone calls that I made in reference to this matter. I left a message for a [redacted] to contact me regarding this matter and I never received a return call. Approximately 1 week later, I discovered a second leak in a different area in my home from the A/C unit and I contacted the Home Service Club and yet again, my phone call was not returned after leaving several messages to speak with a [redacted]. My husband contacted the Greenco and the owner sent out a technician to make the necessary repairs. Once again, the service provider refused to take responsibility for the damages that incurred as a result of the leak. Now I am having a problem with my A/C unit not cooling even though the unit is brand new and less than 2 months old. As a result, I contacted the Home Service Club on 07-**-14 and made them aware of the issue; I asked to speak with a [redacted] considering the circumstances and the long history of complaints I have with the company and the service providers they have sent to my home (I had previous issues before my original unit was replaced). The customer service representative ([redacted]) was extremely rude and not helpful. She refused to transfer me to a [redacted] and refused to give me the name of the department that was responsible for handling customer complaints. She also advised me to contact the service provider who installed the unit because she stated that the A/C unit is still under warranty from the company. I explained that it is not my job to do such and because the Home Service Club is my warranty company that all matters should be handled by them. The customer service representative offered to call the service provider to make them aware of the issue and also insisted that I would receive a return phone call from a [redacted] that day. I did not receive a phone call from the Home Service Club or Greenco after 2 hours, so I contacted both the Home Service Club and Greenco. I spoke with another representative in the sales department and explained my issue and asked for a [redacted], I was placed on hold for several minutes and was disconnected. I called back again and spoke with another person in the sales department, explained my situation and asked for a [redacted] again. I was placed on hold for an extended amount of time and was told that my complaint was in review and a [redacted] would contact me to resolve my issue. I did not receive a call back for another couple of hours, so I contacted the Home Service Club again for the 4th time, I spoke with a customer service representative and I asked to speak with a [redacted]. I was told that my complaint was in review and they were very backed up with return phone callas and I would hear from someone that day. Greenco never answered my call nor did they contact me. It is now 2 days later and I have yet to receive a call from the Home Service Club or Greenco. It is 90 degrees in my home and the temperature is unbearable to say the least. I am not pleased with the service that I have received from the Home Service Club or any of the service providers they have sent to my home. I do not recommend this company to anyone, not even my worst enemy.Desired Settlement: I would like for the Home Service Club to do their job and only send out reputable and quality service providers to my home to make the necessary repairs whenever I make a request for service. I expect for them to intervene as necessary and contact the service providers that they have contracts with to inform them of the repairs that they are required to honor. I want my A/C unit repaired in a timely manner and I also want a response to my phone calls in a timely manner. I would like Greenco to honor the warranty for the work the have done to my A/C unit and respond to my phone calls. I am not willing to pay any service fees as a result of this malfunction of my A/C unit because it should be in good working order for it is a brand new unit.

Business

Response:

[redacted] had a claim less than a month into her contract and her entire AC system needed to be replaced. We honored and approved her claim and spent $2500 to replace her entire central AC system. Se called two months later stating she is having an issue again. She was told that is not a problem we will contact the the technician who installed it to come out again and take care of it under his labor warranty (all equipment is brand new and under manufacturer's warranty). HSC's liability is over as the claim was paid for maximum allowed amount. We couldn't reach the tech on Friday as he was out in the filed, but were able to reach him earlier today and he advised us that he was already aware of it, had already spoken to [redacted], and scheduled to go back out to take a look at it. This was before this copmplaint was filed. There is nothing for HSC to do here, we have spent the maximum amount allowed on a month old claim. The technician is already aware and is scheduled to go take care of it under his installatino warranty. Please remove this complaint as it is completely unjust.

Review: I decided to pay for a furnace out of pocket because I was not going to back forth with the warranty company and not have heat in house with a child. They had told me that because I had pay for the furnace to be replace that they would pay me what they would have paid the heating company to make the repairs . $374. back on Nov. ** I have sign and submitted for the process for the refund. they told me it would take 21 days for me to have the check to sent me. I have called five times and three time they had told me they would have accounting call me back with more information. No one has called me back each time I have call NO ONE HAS CALLED ME BACK NO ONE CAN GIVE ME INFORMATION I cant even get a manager on the phone. I was told they do not take direct calls. I fell like they are scam. I have been dealing with these going on two months.Desired Settlement: I want what they told me they would give me. I started a process to get the money back for what they would have paid the heating company.

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, [redacted]

Review: I have been paying this company $49.90 per month for home coverage, example, roof repair. I called the company to have a small area of my roof repaired and they had an field investigator come to my home and take pictures and explained what I needed to do next. Waited for the technician to call, never did, was told he stopped by my house once. I called for 2 months to have the technician fix the problem while the investigator kept calling me. The field investigator came back over expecting the tech to be there, we both called the company and Karen the customer service lady stated he won't be fixing it because it was tampered with. We did put a small tarp over the area because it was leaking into my kitchen where there is now damage and a small amount of mold. We didn't want this do get worse so, we covered the area until the tech fixed this. That's what they call tampering.Desired Settlement: Explanation of charges or what have I been paying for? Refund of some sort would be great!

Business

Response:

Customer signed up for warranty coverage which is what we provide.However that is not the service that the customer needed. A month into thecontract they have significant damage in their living room and garage, mold,and have filed a claim for roofing. Our roof repair coverage does not cover anyinsurance issues, consequential damage, or pre-existing conditions. It is notmeant for replacements but rather repairs. The technician stated that it waswind damage and that he was waiting on the status from customer's home owner'sinsurance on the matter as they are who cover such issues. Customer has amisconception that our company is who does home improvement and remodeling,which is supported by the findings in her house, this false complaint, and thestatement: "what have I been paying for". Monthly premiums, again,are for WARRANTY coverage only. Everything is required to be fully operationalto manufacturer's originally intended design and specifications at the time ofcoverage and in the case something fails, you would be covered in accordance tothe coverage terms and conditions that she signed up for. Wind damage is notnormal wear and tear, mold and the structural damage all over the inside doesnot happen so quickly, and this is not warranty coverage. We do not even haveall the needed information to fully determine the full scale of the situationas the technician never provided it and was dealing with the home ownersinsurance company. We would be happy to send out a second opinion and get abetter and more detailed diagnosis, however the customer has cancelled hercontract, as well as place this false complaint. Also the customer needs to beaware of what warranty coverage is and that roof replacements or structuraldamage is not what the service is for, and nothing pre-existing or mold arecovered under our roof coverage. Should the customer choose to reinstate theircontract, we would be happy to send out another technician for a second independentdiagnosis. However, at this point, the customer has requested to cancel thecontract and HSC has waived the cancellation fee and approved customer'srequest. Contract has been cancelled as per [redacted] request and there isnothing further to be done here.

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: My account was charged 3 times for a Service Charge of $125. I was only to be charged once. Equally important, [redacted]- [redacted] told me he could not fix my washer nor should I have a warrenty due to an inspection report that took place prior to the purchase of the home. He assumed all items were not fixed prior to the purchase and completely recommended I cancel my membership and DO not purchae a home warrenty because it would not be in my best interest. When asked to speak to his superior- he told me he's the [redacted] in chargeDesired Settlement: Repair of the washer, a complete refund of what has been paid under this warrently, and a refund from their contractor that charged me three times

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: When I noticed that my home stop getting warm and found out that this was due to the cool air that was coming from the air vents I immediately contacted the warranty company. After making a service claim it took a few days for someone to successfully contact me and this was due to me being persistent. I had personally spoken to Linda Lee and she assured me that everything would be taken care of. When the technician came out to diagnose the problem he suggested that the compressor to be changed or an entire new unit be installed. About a week later three guys (none of them were the original contractor who diagnosed the problem) came out to install a new unit. After the installation of the new unit and setting the thermostat setting at 70 degrees my home would never get warm and this was because of the previous issue; cool air was coming out of the vents. I contacted the warranty company to let them know that I am still without heat and so the original technician came out the next day to figure out the problem. The new issue is that the ductwork in my attic is not positioned correctly (which it is in a vertical position and has been for 13 years because my home is 13 years old) and he suggested that it be repositioned to a horizontal position and it would cost me $600.00 out of my pocket for him to reposition it. I believe that the technician misdiagnosed the problem as I was having the same problem with the old and new unit. Since this incident The Home Service Club customer service representatives has been everything but professional. Representative [redacted] was very nasty when speaking to him on several occasions; he was rude and he talked over me anytime I had something to say. Since the last visit from the technician the company did not call me back to let me know about the alternatives for getting the heat working and again it was because of my persistence of how and why I received feedback from the company. I called them to see if there was anything that they could help with the heating unit and there was not, so I opted to cancel the contract and they replied with that I would be liable for the $1600.00 unit which they installed and has not been any use to me because it is not working. I never signed any contract saying that I would be liable for anything and I have since been without heat for a month now.Desired Settlement: I would like to have heat; I would like my air unit fixed as they need to uphold their agreement as a home warranty company.

Business

Response:

This has been resolved. We have approved covered replacements as well as repairs and re-installations for the customer and everything has been finished and resolved. Customer has a new unit and heat.

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,

Make sure you read the contract to the fullest. This company seems to cap everything they pay out at $500, less the service call fee which makes no sense.

My water heater was broken and their service person came in and said it needs to be replaced due to age and the quote was $1900+. The unit itself for a direct vent water heater is $900, installation labor separate. Paying only $500 comes no where close to covering the cost - what is the point of having this warranty then.

Also, paying $500 contract limit less the service call fee makes no sense since they make you pay the service call fee directly to the vendor, then why deduct it from the cap amount as well?

I am cancelling my service, lets see how long they take to give me my money back. Piece of advice, never pay the amount in full, use monthly payments so you can stop the payments when they don't honor their word.

I am very happy with this service. The home service club has really good customer service. I was concerned with the fact that they are not locally based and thought this would effect their ability to arrange for professional technicians. I am very happy that this was not the case, though I have only used them once so far. The customer service is great, and Im recommending to neighbors and friends.

This company truly proves to be the best and the fastest service out there. They have great coverage and very fair prices. The sales reps were very patient with me and they tried their best to work around my schedule so I don’t have to miss work.

Very satisfied with my overall experience with this company. Our first claim was a year ago and was quickly handled. It was a small garage door repair and everything went pretty smoothly. My second claim was definitely much more complicated. Before I called home service club I took the initiative to call a local repair man to come over and look at my laundry room. I was having a hard time with my washing machine and water was everywhere. I forgot I still had home service club since it's been a long time since I spoke to them. The repair man wound up making 3 trips and only making the issue worse. He for the life of him could not figure out what was going wrong and spend more time on the phone finding out what to do than doing actual repairs. I finally remembered and called home service club after I was already so frustrated that I was angry with everyone I spoke to on the subject of laundry. Home service club pretty quickly dispatched another technician. When he spent about 20 maybe 30 minutes looking into it, I was shocked at his response. He told me that the original issue I had trouble with was a plumbing problem and had absolutely nothing to do with internal parts or function of either my washing machine or the dryer next to it. After he explained and showed me what the problem really is, he then pointed out new problems which were caused by my first guy who was here 3 times trying to figure it out. Mad at myself and the first repair guy about what happened, but somewhat relieved that I finally know the cause of the issue I called the home service club. Girl I spoke to told me that they will immediately dispatch out a plumber to look at the plumbing issue, and that the washer repair mans time was not covered since the issues were caused by my first guy and had nothing to do with the problem I had. I was angry at first but I paid the repair guy to fix the washer and adjust the dryer back to how they are supposed to be and he did a good job and did not charge me extra above his coming out fee. A plumber came out on the next day and as was expected at that point was able to find and repair the issue. Before he left my house I got a call from the same girl I spoke to the day before from the home service club and she said that since the situation was the way it was and I had to pay the washer repair guy that she was going to waive my deductible for the plumber and I didn't have to pay anything more. Aside from my clear frustration with this whole situation I am honest with myself and told the girl that it was definitely not her fault, it was my decision and incompetence of the guy I called first and that home service club provided quick, satisfactory, and very very fair service and saved my situation once and for all. My only wish is that I called them first and saved myself extra days of frustration. I would recommend home service club and better believe I will not forget about them next time there is a problem.

Review: I have two properties that are covered by this business with a home warranty contract. My AC recently stopped working at the [redacted] property so I submitted a claim with HSC. A technician came out and reported that the unit will need to be replaced. HSC rejected the claim based on the fact that there is some rush on the roof unit and because there were a few screws missing from the panel covering the indoor air handler (had nothing to do with operation of unit). Because of those items, they claim that the unit was not in "good operational condition" and therefore, will not cover it. This is ridiculous...rust on a unit that's on the roof is expected or even anywhere in the unit since it's the original from late 1980s and a few screws missing in an access panel also has nothing to do with operation. After they informed me of this, I was quite irriated and they would not allow me to talk with a manager or supervisor, their response was "we'll send a message to have a supervisor call you" which is what they've said with 6-8 previous called and a supervisor never returned my call. Also, I asked them what is the standard means of delivering a decision such as this and the person on the phone told that it's in the contract....she clearly didn't understand that I need the decision in writing to not cover as I plan to take the matter to small claims court.Desired Settlement: honor home warranty contract and fix my air conditioning.

Business

Response:

An [redacted] spoke to [redacted] and offered a resolution.

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:

Yes, a resolution was offered but had not been completed yet.

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

Sincerely,

Business

Response:

HSC has paid the invoice directly to the service company to replace the control board. This case is closed.

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 purchased a home in February, 2014, and a few weeks after the purchase, one of the fans in the bathroom malfunctioned and caught on fire. "No problem!" I thought, "we just signed up for this great home warrant plan that has all these really awesome reviews online."

I rang up the HSC, and I was impressed that they quickly took my call and promptly scheduled a contractor to come repair the fan. Unfortunately, everything after that was downhill.

I have been waiting for a call or email back from them for 6 weeks on an outstanding invoice I have for repair work that is due to a faulty installation by their service "professional". I have left numerous voicemail and email messages in the meantime.

Originally, the contractor whom they hired to do the repair reported simply that "the wires were faulty", and the HSC called and told us that this was a pre-existing condition and they would not cover the repair even though I have the home inspection report from just a week or two beforehand that indicates the fan was working. So I called the contractor to find out what he meant, and he said "the internal wiring in the fan motor was fault". Definitely not a pre-existing condition, but a manufacturer's defect. After a week of debate and follow-up phone calls, the HSC finally agreed to pay for the repair.

Unfortunately, the contractor they hired to work on my house was rude, unprofessional, and did pretty much the worst job you can imagine.

He left a giant hole in my ceiling (see the pictures: [redacted] ), left the bathroom fan venting into the attic instead of properly connecting it to the roof duct, and did not bother to follow up and inspect the other two bathroom fans (of the same year/make/model).

When I sent this picture and the explanation to the HSC, I finally received a call from their [redacted]: [redacted]. He asked what I wanted to do about it, and I told him that I was going to have a contractor I trusted repair it properly and would send him the invoice afterwards. He agreed, and I went on with having the repair done. The repair ended up being rather extensive and involved removing the sheetrock from my ceiling for all three fans, and properly reinstalling and wiring the new fans.

When it was completed, I forwarded the invoice to HSC, and now here we are, 5 weeks later, with no response and no acknowledgement.Desired Settlement: I would like HSC to pay the outstanding invoice of $3024.07 to [redacted], Malpede's Construction [redacted] The itemized work is:

PM:TOM REPLACE 3 BATHROOM FANS DO TO MELTING 3-**-14

CHECK CEILING FANS BURNING AND 1 HAS SIGNS OF FIRE , FOUNT PLUG IN TERMINAL BLACK ON ALL 3

FANS . FOUND 14-2 WIRE USED WHICH REQUIRES 12-2 WHICH IS THICKER TO EXCEPT AMPERAGE .

0) PULL PERMITS

1) CUT OUT OLD FANS AND ALL MELTED WIRE AND DISPOSE OF .

2) RE SUPPORT 2 X 4 FRAMING FOR NEW FANS .

3) CUT OPEN ALL SHEET ROCK AROUND 3 SWITCHES AND 1 OUT IN BEDROOM SWITCH DO TO 3 WAY SWITCH ,

REPLACE ALL WIRE WITH 12-2 WIRE .

4) INSTALL NEW FANS WITH LIGHT IN ALL 3 BATHROOMS .

5) REPAIR ALL SHEET ROCK TAP,MUD AND TEXTURE .

6) PAINT ALL AREAS TO MATCH .

CHECKED ALL FANS ALL WORKING OK LOADED TESTED ALL OK

TOTAL PARTS 960.07

TOTAL LABOR 2,064

Business

Response:

This has been settled with the customer and we have sent them an extra $1000.00 above the maximum coverage of $500 as per their policy contract that was already spent. Customer stated that he will notify the Revdex.com that the issue has been resolved.

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]

[redacted] of The Home Service Club did call and offered to send me $1000 by "using up" the $500 coverage for my ceiling fans (which are not damaged) plus the $500 coverage for my bathroom fans.

However, this is NOT in addition to $500, it is $1000 flat. I have not received this payment (it has been 2 weeks) and this still leaves me spending over $2000 of my own money to repair problems caused by the inpect contractor they hired to do the work.

Further, near the end of the call with [redacted], he had the gall to ask me outright if I would write to the Revdex.com and say that my complaint was mistakenly filed against a different company (ostensibly to prevent the appearance of the review under searches for their business name).

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

Sincerely,

Business

Response:

The information provided is completely incorrect and, it seems, a blatant attempt at fraud. [redacted] and [redacted] moved into a house with issues and were renovating it. In fact there were contractors there, renovating and remodeling the home at the time our technician was there for service. This is a violation of our policy as we are NOT a HOME IMPROVEMENT COMPANY NOR A REMODELING COMPANY, but rather strictly a warranty company. This is not what a warranty is for, by definition, and we have requirements and a contract outlining our and our customer's obligations to each other. The issue [redacted] had was existing prior to the start of the contract, they moved into a house where no ceiling/exhaust fan were working (in fact all 3 in the house had to be replaced). This was stated by the customer and confirmed by a professional electrician that we sent out to diagnose the problem. This is not a covered issue. [redacted] changed their story and complained because they wanted us to pay for their remodeling and renovations that they were doing to their home. Despite it being not covered, we approved the maximum coverage of $500 for the specific category/issue that [redacted] filed a claim on. [redacted] then sent us a picture (as they provided here) showing that the work done by the tech we sent out was not acceptable and they wanted it fixed (there is a slight gap from the sheetrock to the fan – a problem that can be corrected for less than $50.00). We do not know if that is the work our tech did or something that was already there or was done by the customer or their hired contractors. However, we again took [redacted]'s word for it and said we will work with them to get it resolved. The

resolution to get the job finished was a small patch up job, or at the worst, exchanging the already brand new fan with a different, slightly bigger one. [redacted] said he will ask his contractors already working on their house to patch it up and if they would do it for free, which was the likely scenario as it’s a small and quick job, then it would be fine and he would be happy. But if they would charge him, then he would let us know what that charge is prior to doing it so we can approve the charge for the work prior to it being done. [redacted] then proceeded to remodel and completely renovate numerous parts of their home, doing a ton of work (ceilings, sheet rock, walls, all the fans, painting, etc.) that is not covered by a home warranty contract, and has nothing to do with us or a warranty at all, or the work that our technician did, and proceeded to send HSC a bill for over $3000.00. A $50.00 worth of a small bit of work for over $3000 = fraud. This attempt to fraud our company and [redacted]'s attempts at disparaging our company are unwarranted. We spoke to [redacted] and resolved the issue and agreed that we will, as a courtesy, send him a check for another $1000.00 on top of the $500 we paid for the original job (already maxing out the coverage for ceiling fans by that time) and asked the customer to remove the complaint with the Revdex.com and say the issue was resolved. Upon receiving a notification that the complaint was still not resolved, we submitted our response stating that this was resolved. To which we, today, received the rejection herein. [redacted] did not receive the check as it takes approximately 14 business days for processing (standard procedure for customer courtesy payments). However, at this point our Legal Department together with our Fraud Prevention Department has frozen all actions on this account due to fraud and for review. We have made numerous attempted to contact [redacted] so that we can put our previously verbal agreement in writing, to prevent any further mis-communications, mis-understandings, or attempts at fraud, but have not been able to reach the [redacted] at all. We are requesting that this complaint be closed and removed from our account due to fraud and breach and violation of our contract policy. Should the [redacted] choose to proceed with our previous (verbal) agreement, then we would need to communicate with him and put every detail of the agreement in writing and to be signed.

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.

Please retract the my complaint and mark this matter as resolved.

Sincerely,

On 9/** my husband noticed that our water heater was leaking in our basement. He went downstairs to deal with the water that was leaking into the carpet and called HSC to put in a service request. This is the second leak we've had with the water heater within 6 months. The last time we had a leak, it was attributed to the temp being set too high, adjusted, serviced, and we paid our deductible (125). This time, the same individual who serviced the water heater came out to inspect within a few hours of the service request being submitted. He confirmed that it was in fact a leak, and that the water heater was leaking from inside and would need to be replaced. He called HSC to obtain approval. My husband also called to verify approval and ask a few questions, as being without water for an extended period of time is not feasible with a less than 2-week old baby. Upon calling, he was informed that HSC would in fact approve the replacement. The serviceman quoted $1300, and HSC informed us they would only pay a little over $400 for the replacement and we would be responsible for the other $900. We were shocked and appalled that our warranty would not cover the total replacement of a water heater, which is one of the MAIN THINGS covered in even the most basic plans with a variety of companies. To add insult to injury, HSC called us back about 30 mins later to inform us that they would only cover a little over $200 since our water heater had a previous service request, thereby making us responsible for $1100. After voicing that we were less than pleased at the cost, and didn't understand why more wasn't covered and there was no reason to go through them if they weren't covering the total replacement, HSC advised us that they would reimburse us with the $200 should we choose to go with a different service company to install the water heater. Well thank goodness we decided to go with a different vendor/service company than the one contracted out to them. Why? Because when going with a more established and reputable service company in the local area, we were quoted $2000 for the water heater replacement that included things that had to do be done in order to bring the water heater up to code (installing a shut off on the gas line to the water heater, relocating the drip pan...). This also included a 10 year warranty that would include free maintenance, service calls, and replacement for 10 years. The other serviceman contracted through HSC made NO mention of bringing anything up to code and there was no discussion about the water heater itself. As a result of this experience, I will be cancelling my service at my primary residence and a rental property we also have an HSC warranty for as soon as possible.

Home Service Club gave me very good service and I am happy that I decided to get a warranty with them. Firstly, the customer service people are the best. Friednly and nice and helpful. Secondly, the actual repairs (done 2 so far) wer done by real experienced professionals, who did not waste time trying to figure out the problem or make a mess. Third, I saved lots of money.

Review: I purchased a warranty contract for replacement or repair of our home systems. HSC advertises that they will repair or replace systems regardless of age. They have denied a claim to repair my unit. They are claiming that my systems problem was pre existing but offered to add coolant. My system was operating prior to obtaining the contract and HSC did not inspect the system before the claim was submitted. They have not honored my request to speak with a manage or [redacted] and have not provided information to begin a mediation or arbitration process as I requested.Desired Settlement: I would like my system repaired or replaced.

Business

Response:

HSC does not advertise that we repair or replace anything and everything. HSC provides home warranty service in accordance to the contract the customer signs up for. [redacted]s issue was deemed, and is in fact, pre-existing. Regardless of the fact, HSC has offered [redacted] $275.00 in just free, courtesy money towards the repair and have extended reduced costs as well to help [redacted] out. His request for a supervisor call back did not go unanswered and a supervisor did attempt to contact him on numerous occasions. The number we had on file that was provided by [redacted] was incorrect and the supervisor had e-mailed and relayed that information to [redacted]. There is no mediation process, [redacted] may be confusing HSC with other companies who have such a process that he has gone through before. The supervisor will attempt to contact [redacted] again to resolve the situation.

Consumer

Response:

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

This response does not address the issue. As stated previously, I have requested written documentation explaining what is exactly wrong with my system and I have not received it. I do not expect that the company will satisfy every claim. However I don't understand how a issue can be determined pre existing when it is not even clear what needs to be repaired. Maybe I should contact the [redacted] since this has not been resolved.

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

Sincerely,

Business

Response:

The letter was a courtesy action put together for [redacted]. Thiscase is closed and this back and forth fraudulent game [redacted] is playing isabsurd and will no longer be entertained. He is more than welcome to contactthe technician who diagnosed the system. He is also more than welcome to get adifferent technician out there on his own. He was provided with a diagnosis forboth of his units from a top rated contractor in his area. He also attempted toget pre-existing issues covered. And after we have gone above and beyond, hecontinues to attempt to get more. Nothing stated or requested in many of theselast replies have anything to do with our services and is blatant fraud. Thisis closed and from this point forward will not be entertained. Any outstandingbalances owed by [redacted] will be billed 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:

This response does not address the matter and is an example of the way customers are treated by this company.

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

Sincerely,