Home Service Club Warranty Corp

Review: We paid an insurance premium for replacement or repair of our home systems. HSC advertises that they will repair or replace systems regardless of age. They are asserting that our system was in disrepair and not maintained and thus does not meet the obligation of the contract. HSC has never inspected the system before signing the contract nor when we filed our claim.Desired Settlement: Repair or Replacement of Home System Air Conditioning Unit with same type/model as required by the contract. Or Dollar settlement of contract with contract termination and return of all previously paid premiums.

Business

Response:

Unfortunately this is inconsistent with the facts of the situationand it appears that [redacted] has a misunderstanding of the contract. Althoughit has been thoroughly explained and pointed out in the contract for [redacted], based on the comments herein it seems that there is still amisunderstanding. HSC has given all benefits of the doubt that it is amisunderstanding and not an intentional attempt at bullying HSC into paying fora non-covered issue. HSC covers warranty issues only and in accordance with theterms of coverage. [redacted]'s metal coil has a leak because it is rusted out,which is not a warranty issue by definition and is clearly outlined as notcovered in [redacted]'s contract. HSC has offered numerous courtesy options to[redacted] regarding his system and how he can proceed. Unfortunately therequests made in this, already unwarranted, complaint are outrageous and notnearly within the terms of coverage or within reason. This claim is notcovered, the system, however, was not void from coverage and should [redacted]decide to proceed with any of the offered courtesy options he can contact theagent working on his claim at ext. [redacted].

Review: I'm writing this complaint due to several issues we have been experiencing with the Home Service Club. A month after purchasing our house we decided to purchase a home warranty through HSC. (We made the decision to purchase a warranty because we had one for our previous house through American home shield and had no issues at all) when the new house was purchased no issues were found during inspection but we wanted the peace of mind knowing we would be covered in case of an emergency. We were glad we made the purchase when our air conditioner stopped cooling our house. I made the call to HSC and they sent a technician out the next day. He found the source of the issue and said he could add refrigerant to the unit as a temporary fix until he could install the replacement part. Instead of allowing any sort of fix, The home service club sent the technician away without doing anything, leaving us in a 85 degree house. After four phone calls to HSC they still had no answers for us. All they could say was that it was in the approval department and it may be taking longer due to it being an expensive fix. Then on our last phone call to The Home Service Club they told us our claim has been flagged because they said it is a pre-existing issue!!! Now every time we call our rep, [redacted], he either does not answer or we are placed on hold and then the call is ended after an extended wait.

We just purchased this house and it passed inspection with flying colors... We have been without air conditioning for over a week with an infant in the house. This has gone from an annoyance to a major health risk for our infant as A major contributor of [redacted] ([redacted]) is the temperature of the house.

Is this how all customers are treated when an expensive repair is required? To avoid expensive repairs does HSC just "flag" the claim as pre- existing in order to avoid having to pay for more expensive issues?

This entire experience has been a nightmare since we are still sitting in 85+ degree temperatures in our house and we have no idea when we will hear back in regards to when they plan on having this fixed. (If ever).Desired Settlement: The Home Service Club should pay for the repairs that are required in order to get our air conditioner back in working order. This is a service we are paying for and it should be taken care of.

Consumer

Response:

I was contacted by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: As per contract my dishwasher was deemed unfixable buy them. They low balled me on the price and when I went ahead and submitted to them documentation of the replacement on December [redacted] with a follow up call on the [redacted] they stated that they had not received it. I resubmitted documentation for the replacement reimbursement which I confirmed they had and then on December 30th again followed up and was told that they were having a difficult time reading it confirmed they had it at that point. Numerous calls have not provided me with my reimbursement check. As per their policy it was supposed to be provided within 10 to 15 working days working days. To date I still do not have my reimbursement of the lowball replacement value.

Consumer

Response:

It occurred in2015.

Business

Response:

The statements made in this complaint are factually incorrect. Customer was offered a value which is much higher than the worth of the covered system. It was not low balled but, in fact, higher than it should be. Customer's invoice was received on 12/**/15. Customer was advised of the time frame and never was she advised ten to fifteen days, that is simply an exaggeration just like regarding the value. Check number [redacted] has been mailed out to the customer and the customer was advised and is aware of it. While we understand the customer may feel impatient or frustrated, this complaint is unwarranted and extremely overstated. There is nothing else for HSC to do on this case as the check has gone out. Should the customer not receive it in the rare case of a post office error, please let us know and we will promptly re-issue. Thank you.

nothing like good service and I have to say the home service club truly is the definition of a truly and good service

My husband and I are quite satisfied with the service we received. we have just finished using the Home Service Club for the third time since signing up and the customer service is just perfect. They should change their name to the Customer Service Club. Never have we dealt with such competent representatives. They spent a lot of time with us and always made us feel like we were their only account.

Review: The company denied a claim due to the date of submission two weeks after purchasing the contract, the fact that they company refused to return calls or send out a technician in the Texas heat over 100 degrees for over 6 weeks is a health hazard in my home. Had to purchase 3 window units while waiting for the technician, and had the claim denied per "the technician" of the customer service reps. I have the technicians report, it does not state that it is a pre-existing condition. The customer reps claimed this after they never responded to my repair request and I started calling the company. They have also accused me of fraud because I bought the policy just prior to taking the home back over from a renter that I leased it to during my first tour in Afghanistan. The reps and supervisors blame each other and change their stories with each call and email. They refuse to email me the items that I have requested regarding the phone calls. This company will not complete the claim due to their cost rather than the issue of the AC at hand, even with a valid inspection that I had done prior to the purchase of the contract showing everything tested in working conditions. This is fraud.Desired Settlement: I want the cost I have had to pay due to their inept procedures and lies between reps and contract to be reimbursed for the window units which are covered and the replacement of the unit totalling $2,150.

Business

Response:

This customer and her account have already been sent for reviewand deemed as fraud. She knowingly and intentionally signed up with a badsystem to get it repaired/replaced. She filed a claim on day one of contract,cancelled it when informed that anything deemed as pre-existing is not covered,waited 30 days and re-filed the same claim. A top rated, and one of our bestnationwide contractors, was assigned and went to her home. The issue is amillion percent pre-existing among other things. The service ticket she isreferring to has nothing to do with our report and statement from the tech. Hecannot possibly write pre-existing on it as at that time he is not eveninformed when the customer signed up. The customers disconnect was off, as inanother tech was already out there, tampered with the unit and left it withoutputting it back to how it was (customer clearly knew the unit was bad), and thesystem is missing most of its freon which also takes much more than 30 days,and certainly much, much more than a day to leak out. Tags were all eitherfaded or missing. This is blatant and intentional fraud. Per the contract thisis not only not covered but simply not a service we provide. We have thetechnician's statement and that of our trained employees that this is clearlyan issue existing prior to the start of the contract and not to mention thecustomer is on record filing claims for it and requesting service and askingabout it on day one of contract. She was explained and advised of all this manytimes and this is NOT a misunderstanding of coverage or a mistake. This hasalready been deemed as intentional fraud and pending review it may be reportedaccordingly and handled by our legal department. This complaint is nothing butslander and defamation and will be handled accordingly. There is nothingentitled to the customer on this claim and should the account be cancelled dueto fraud she will have outstanding balances for everything that was paid outfor fraudulent claims. Other warranty and insurance companiesshould be notified as well.

Review: I have been waiting since 4/*/15 for them to fix my ac....... I call repeatedly and get " it's being reviewed" and have asked 20 times for someone in management to call me.... I leave my cell and don't get a call...... I pay on time every month for coverage on my home..... this is the 2nd time I have needed something and the first time I waited over a month also....please do somethingDesired Settlement: fix my ac

Business

Response:

An agent has been in contact with the customer and the issue is being resolved. We are currently awaiting on [redacted]'s response and decision.

Review: Hi, my dishwasher broke and they sent a repair service Aug **, 2014, repair was $896.11 ( I paid the 65.00 fee) and HSC called me that the cap for dishwasher was $650. and thats what they could offer me as that is the cap, I told her when I bought this insurance I did compare it with the sales person to the insurance I had which had a cap of $3,000 and he said it was same, she answered and said sorry it is not, read your contract told her I never got a contract she said oh we don't mail them unless you want it mailed and she emailed me one the same day, never got one before, then she said that her aunt has insurance with the company that I did have it and they have the same cap, so I did call back that company cause thought maybe they changed but they didn't they have the $3,000. cap, [redacted] called me back that day, was very nice, she apologized for the sales person and the girl that told me that the insurance was the same as I had, also I told [redacted] that I called manufacture of my dishwasher and the company they sent is not an authorized dealer for that manufacturer and told her I paid over $1000 for my dishwasher and to replace is $1299. she said she would look into the authorized dealer, why her customer service gave me the wrong information and what she could do for me to give me more than $650.00, She promised to call that day as I told her I work the next day. have not heard from her, left her over 5 messages, also left messages with other supervisors, I was told, and have not heard from them over 10 days. I asked many times if I could talk to [redacted] of [redacted] or [redacted] or [redacted] they said they do not have those names. Today I called again and told them that I started to put a complain to the Revdex.com, that did get the attention of one [redacted] and she just called me, without reading the file, very rude and she said, they could only offer me $650.Desired Settlement: Full coverage

Business

Response:

We have contacted the customer and came to a resolution.

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: Bought a house in Arizona, bought their plan because of their good reviews, and when the air conditioner went out my daughter waited 5 days in 107 deg temps, finally passing out from the heat.Then she was told that they would not do anything, because they were pre-existing. She went on [redacted] to warn other consumers, and I got a call offering $700,00 towards an air conditioner but I had to use their guy(no mention of what brand or quality) and my daughter had to remove the negative posting. I cancelled he warrenty since I had replaced the air conditioner and water heater. I received another call saying the would cancel the contact, refund part of the money on the condition my daughter take down her posting.I told them she would not because she felt it was extortion.Obviously they don't have negative reviews because they pay people to take them down. Where does that leave the consumer? I am now being threatened with their lawyer.I didn't post the review so I can't take it down. My concern is for others who sign up not knowing what lies ahead. I had 2 companies tell me that the air conditioner needed to be replaced in the next year or two but was working fine and had been maintained in the past. Their rep. was sent out ($125.00)and said it had never been maintained, and on that basis we were denied.No conflict of interest there!Desired Settlement: While I would like a refund. I am more interested in consumers having the freedom to choose from honest reviews. If they pay people to take down negative views that will never happen.Refusing to give me a refund unless I somehow force my daughter to take her posting down is extortion, and I think someone needs to address this with the company.

Business

Response:

The statements and allegations made in the complaint are nothing

short of false and a complete twisting of facts. The customer filed a claim

shortly after signing up for a contract with us for a blatantly pre-existing

issue. The inspection report at the time of the purchase of the home showed

that the unit was not functioning as it should and needed to be serviced. The

trusted and professional technician who was assigned completed a diagnosis and

inspection and confirmed the issue and provided an estimate. HSC did absolutely

nothing wrong and while the customer's story that her daughter had passed out

from the heat is impressive, it has absolutely nothing to do with our services

and the situation. Note that her daughter is not a customer of HSC. The claim was

filed on 9/** and assigned on 9/**. On the third day, 10/*, the customer's

daughter wrote false slander about our company. The customer was advised from

day one that issues existing prior to the start date of the contract are not

subject to coverage and had threatened our agents with slander and Revdex.com

complaints against our company from the very beginning if we did not service

her system. Please note that we are strictly a warranty company and do not fund

and home improvement or remodeling projects and we do require that all covered

systems and appliances are fully operational to the manufacturer's originally

intended design and specification at the time of the start of the contract.

Upon receipt of the inspection report (which was received after the first of

the month) and the report and diagnosis of the system, the customer was advised

of the findings and, despite not being subject to coverage, offered a very

generous courtesy towards the replacement. The customer said she had to think

about it at first, and then opted not to proceed with our professional

technician and said she decided to go with [redacted]. She was offered to send

in the invoices and paperwork from the now unauthorized work to see if a

courtesy can be applied to it as well. The customer refused and declined all

offers and requested to cancel. No information regarding replacement of her

system was ever refused or not provided (i.e. brand, specifications, etc) as

suggested in the false complaint. Please also note that as per the contract

cancellation policy, which is designed to protect our company from fraudulent

attempts to sign up, obtain an expensive repair/replacement, and then cancel,

the customer in any early termination would be entitled to a pro-rated refund

less any claim costs paid out and a cancellation fee. To recap, the customer

filed a claim for a blatantly and knowingly non covered issue, which she was

advised immediately may not be covered. A professional technician was assigned

and went out to the customer's home in a timely manner (before she ever even sent

in her report), and HSC has gone way above and beyond any contractual

obligation in both offering a generous amount towards a replacement, as well as

waiving of the cancellation fees and issuing a full refund. The offers, which

are above and beyond any contractual obligation, are of course conditional for

protection of both the company and the customer. One of the conditions are that

the customer would agree not to extort the company with false slander when the

company not only did nothing wrong, but went well above and beyond for her.

Although the customer initially happily agreed to the courtesy offer, she then

claimed that her daughter (who, again, is not even a customer of HSC and is

simply acting on her behalf and has falsely and unjustly slandered our company)

does not allow her to abide by the conditions of the agreement. So the someone

who is not an HSC customer wrote a false statement about us and the customer is

demanding monies and services she is not entitled to. That, is by definition,

extortion. HSC is an honest and reputable company and maintains an honest

stance. The customer has requested to cancel and will be cancelled and refunded

in accordance to the cancellation policy. Should the customer decide to opt for

any of the numerous courtesy offers, she may request them here via the Revdex.com or

contact the agent working on her claim, [redacted], and a written agreement

will need to be signed. Any further suspicious activity will be reviewed by our

legal department and handled accordingly. HSC will not give in to

any fraudulent attempts or any false and unjust allegations against us.

Review: Our A/C has stopped working. It is mid-August in Mississippi and we have a baby, a toddler, and two cats. Everyone is miserable. We contacted HSC and HSC contacted their contracted technician -- who is amazing -- and he told them that likely just the compressor was broken but that he recommended replacing the entire condenser. Over the course of a day, they called him at least 4 times to request quotes for the compressor, the condenser, the condenser and evaporating coil, and the entire system including the gas furnace. This was last Friday. On Monday, HSC called me to tell me that they would only approve replacing both the condenser and evaporating coil (despite the technician having told me that only the condenser should be fixed) and that the price was going to be $4858, of which they would only cover $2500 (our yearly A/C max) minus our $125 deductible. Before agreeing to this, I called the technician, whom I know, to ask why they said we had to replace both parts. He reiterated to me that replacing both parts was not necessary and also told me that the price he had quoted for both parts was $3858, not $4858 as they told me. I at first thought that they had mis-heard him over the phone and called them back, but instead of contacting the technician to double check they immediately told me that when there is a "price discrepancy" there is a policy they must follow -- i.e., stop working with that technician and schedule a second opinion. The part that the technician says that we should fix (the condenser) costs under our $2500 max, so we would have no out of pocket cost other than our $125 deductible and of course would request the fix immediately. By telling us that we have to replace both parts, against the advice of their own contracting technician, HSC has made the price far above our $2500 annual max, requiring a several thousand dollar co-pay from us and therefore making it more likely that we will not go through their company -- saving themselves the entire cost of the fix. In addition, by inflating the quoted price by $1000, they appear to be attempting to kick back $1000 into their own pockets. I was on the phone with HSC for a long time last night. After being told for over 30 minutes that no senior supervisor was available as it was after hours, I was finally connected to a senior supervisor. During my call, the two supervisors repeatedly refused to contact the technician to confirm his price and insisted that our only option was to get a second opinion. I repeatedly asked why we could not confirm the original price AND get a second opinion and I received no answer that made sense at all -- unless I assume (as I now do) that their entire goal is to get me to walk away from the claim. It is clear to me that with any major repair they have a financial incentive to get a quote that is as high as possible, increasing the customer's co-pay and making it ever more likely that the customer will walk away and get the fix on their own, without HSC's assistance. The technician has no incentive at all to tell me that he quoted them a lower price than he did; in addition, he is exceptionally helpful and reliable. When I told them that I would be contacting the Revdex.com about my situation, I was told "Our company does not take threats lightly. You can contact the Revdex.com and see what happens" -- with the clear (but unstated) implication that my claim would be even less likely to be filled if I did so. I immediately identified the comment as a threat at me as a customer.Desired Settlement: I want my A/C unit fixed immediately -- with just the condenser replaced -- at the price originally quoted by the technician (~$2,400), with $2500 (minus our $125 deductible) covered by HSC. However, depending upon how long the resolution takes, I may have to get the A/C unit fixed myself, in which case I want to be personally reimbursed for the full cost of the condenser replacement (~$2273.75) minus the cost of our deductible ($125).

Business

Response:

While we appreciate all our customer's concerns, the statements made here by the customer are false, non-factual, and the accusations are completely absurd and fraudulent. Customer simply wants a bad (band-aid) and non recommended repair done on her system which is not approved. She has a unit that went bad due to a power outage which is, first and foremost, not a covered issue. We are a warranty company and warrant systems against mechanical failures due to normal wear and tear. We are not an insurance company and such services are not provided. An agent worked with the customer trying to get an approval for a full system replacement. That is the only recommended and correct repair for this issue. Partially replacing expensive parts into an old and obsolete system is not a recommended or approved repair and any reputable company and/or technician will confirm that. Customer's system is from 1998 and is no longer made. In fact, no r22 systems are made any longer and majority of companies are no longer able to obtain them. According to federal laws, all replacements must be with a minimum 14 seer, r410a freon systems which is what HSC recommends. The r22 freon itself will be obsolete soon and the customer will be faced with having to replace the full system anyway. Not to mention a system that old, with such an age difference between parts, is likely to fail before then. HSC has not only worked to get the customer a replacement despite the coverage issues, but we have also approved a second opinion to go out there to look at the system at no expense to the customer. These are all standard and common procedures and recommendations and are all for the BENIFIT of the customer. So requesting completely not recommended and bad repairs and providing false accusations, information, and slander to the Revdex.com are suspicious and indicativeof fraudulent nature. Any courtesy approvals or action on this account, should any be approved, WILL require a written agreement signed by the customer if they wish to proceed. A representative at ext.[redacted] is working in the claim and will be in contact with the customer.

Consumer

Response:

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

[Your Answer Here]The Home Service Club did not address, in any way, the $1000 discrepancy between the price quoted by the original technician (as told to us) and the price they say that he quoted to them for the replacement of both the condensing unit and evaporating coil. When HSC called me on 8/**/15, they said that the technician had quoted $4858 for this job. I spoke to the technician on the phone, immediately after speaking to the HSC representative, and he told me that his actual quote was $3858. When I called HSC back, thinking they had mis-heard his quote over the phone (given the exactly $1000 difference), they were very abrupt and absolutely refused to contact him to confirm his price. Instead, as I wrote in my original email, they insisted on getting a second opinion. The technician had absolutely no reason to tell me a different price than he had quoted to HSC -- he was going to be paid, whether it was by us or HSC. HSC, on the other hand, has an incentive to find/report the highest possible quote because, the higher it is, the higher the customer's cost share and the less likely the customer is to accept HSC's money -- especially, as in this case, when the repair could be done for significantly less -- i.e., below the annual A/C max payout.In this case, HSC is insisting on a full replacement of both the condensing unit and the evaporating coil. Their argument for doing so does not hold up. Although the freon currently used by our system will be phased by 2020 (5 years away), there is a drop-in refrigerant that can and is being used by systems such as ours -- and, in fact, is reportedly more efficient at high temperatures such as ours in MS. In addition, it is possible to replace the condensing unit in a way that is compatible with the evaporating coil and get many more years of serviceable life out of the system. Ultimately, it will of course be necessary to make a more significant upgrade, but HSC's claim that doing so now is necessary is not accurate. It does, however, serve them well -- as it increases the cost of the repair beyond the annual A/C max payout very significantly and, as above, increases our cost share.The second opinion technician determined that our system is "mismatched" -- i.e., that the indoor and outdoor parts are made by two different companies -- and we understand that this automatically allows HSC to deny our claim in its entirety, because of contract language that excludes warranty on mismatched systems. We were not aware that we had a mismatched system; it was already in place when we purchased the house. HSC has offered us a "goodwill payment" of just over $1,200, assuming that we replace both the condensing unit and the evaporating coil using the second opinion technician. However, we are going to reject their payment and work directly with the first technician -- whom we absolutely trust and who has acted with honesty and integrity, putting his profits second to our best interests throughout this process. While we understand that the mismatched system allows HSC to deny our claim, we remain shocked by the apparent inflation of the first technician's estimate and wish to ensure that other, future customers do not have the same experience. Again, HSC has given no reason for their unwillingness to contact the first technician to confirm his quote (the lower version of which was, incidentally, within ~$100 of the second technician's quote). Had HSC quoted us the $3858 for the full replacement, we would have worked with them and the first technician immediately, allowing us to have air conditioning a week ago (rather than sweltering in the Mississippi summer with a baby, toddler, and two cats for more than 10 days) and paying only ~$1400 out of pocket for a condensing unit and coil. As it now stands, we will be paying ~$2400 out of pocket for only the condensing unit. In addition to wanting HSC to explain their unwillingness to address the discrepancy, we want HSC to reimburse us for the full cost of the condensing unit minus our deductible, or approximately $2300 (below our annual A/C max payout). Given that they have already set a precedent of allowing a "goodwill payment" despite the mismatched system, we want a "goodwill payment" that covers our expenses with the original technician (whom they themselves called out and whom they have used previously for our repairs). If their "goodwill system" is truly "goodwill" -- and not simply an attempt to get us to rescind our Revdex.com complaint -- we see no reason why this would be considered an unreasonable request.

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

Sincerely,

Consumer

Response:

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

The Home Service Club continues to a) ignore the $1000 price discrepancy between what they said the original technician quoted and what he told us he quoted, b) deny that they refused to contact the original technician to clarify the price discrepancy noted above, when that is exactly what they did (see previous emails), and c) address their customer service department's statement that I should "see what happens to my claim" if I contact the Revdex.com. For these reasons, we reject their response.In addition, we discovered this week that the second technician had, when at our house to diagnose and provide an estimate, opened the portion of our HVAC system located in our attic and not put it back together before leaving our house. The system door was open and the screws were sitting on top of it. This is completely unacceptable workmanship and led to significant wasted energy -- and expense -- as our HVAC system tried to re-cool our house but was unable to do so because of the open door to the indoor system component.Sincerely,

Business

Response:

Please see our previous replies. At this point the misinformationstated in the rejection is not only false, but childish and repetitive.Everything was, in fact, addressed. It was addressed in detail and much bettersolutions and service was then offered. The customer, on the other hand,refused to mention the causes of the issues as well as the proper informationabout their system and reasons why they insist on using a technician who was incorrectand more expensive. All this, however, was written off in good faith by HSC asa misunderstanding and a second service man was dispatched without extra costto the customer, a proper diagnosis and system information were obtained, acheaper price secured, and courtesy service offered above and beyond anycontractual obligation. The customer, however, continues to insist on repeatingblatantly wrong and clearly mal-intended defamatory accusations despitecomplete lack of truth. A supervisor was nonetheless assigned to this case andhas been in contact with the customer. She can also be contacted at her directext.[redacted]. There is nothing else and nothing new on this case. We have not onlydone nothing wrong, but have gone above and beyond to help [redacted] in manyways. There are no further courtesies that can be applied.

HSC has always been good to us; sending reputable repairmen to us. Every claim I've ever had has been dealt with Quickly and professionally. Im happy with their service and recommend them to every homeowner.

They are expensive but its worth it. Im paying a couple of hundred more a year for a very large plan than with my last company, but they cover more and the service has been second to none.

Review: I filed two service claim with the company. It took them 2 months to send the technician to access the problem. Finally after the technician came I was denied both claims due to "improper installation". They use this BROAD term to deny all claims. They do not specify what is "proper installation".

When this company was selling me the warranty they assured me that everything will be covered, we will take care of you, but the coverage will start after 30 days, which was understandable.

After they denied my claims I asked them to cancel my subscription but they are still charging my credit card.Desired Settlement: I would like the company to honor my claims and fix the items that have problem. If they are not willing to do so, I will like them to refund all the amount they have charged from me since October 2014.

Business

Response:

Unfortunately the information provided by this customer is missing key factors and this case is already being reviewed for fraud. Customer tried to bully us into covering and remodeling his home and now also has an outstanding balance on his account. He also had more than one account and he attemped the same thing on both. He had his furnace replaced before he ever signed up with us and filed a claim once he signed up. The technician we sent out found that his furnace was repalced but the ductwork for it was never done and was just disconnected and new ductwork would have to be built to complete the installation and for the furnace to be connected properly to the vents (as old funaces are of different size and vents than the new replacement ones). This has nothing to do with HSC or the service we provide. We are strictly a home warranty company and do not provide home improvement or remodeling services not cover pre-existing and improper installations. Customer has attempted the same thing numerously and continually threatens our company with false complaints and fabricated information. Customer has requested to cancel before the expiration of the contrat but has outstanding balances past due on the account. If he wishes to cancel he can cancel in accordance to the cancellation policy. If he wishes to take our courtesy offer to waive the cancellation fee as well as what we have paid out on his contract, he can contact the agent that was working on his account (at ext[redacted]) and he will need to sign a cancellation agreement in writing to prevent any further attempts at blackmail or misinformation.

Consumer

Response:

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

[The business is falsely accusing me for asking for remodeling. Also I DO NOT have more than one account. I have ONLY ONE account. This in itself shows and is a proof that the business is falsely accusing and harassing an innocent customer. This business has made fraudulent claims at the time of selling me the contract and instead of honoring their word are now harassing me.I put two separate complaints: 1. for the low airflow to one part of the house and 2. find and fix a leak in the bathroom. The business rejected both.I DID NOT ask for any ductwork or new ductwork. The technician found that the two fans were not working and said that the airflow issue would be resolved once the fans were replaced. He took the measurements and said that he will send his findings to the business. I did not hear from the business for a week and when I contacted to check on the status they said they have rejected my claim.Please note that I did not ask for home improvement, I asked them to fix the airflow which the technician said would be fixed after replacing the fans.The second complaint I put in was for a leak in the bathroom for which the business did not send anyone to investigate for over 2 months. After multiple calls a plumber was sent to investigate and he said he will send his report to the business. The business contacted back after a week saying that they will not work on the claim since they will have to break open the bathroom floor to fix the problem. I reminded them that at the time of signing the contract the sales person assured me that their company will fix any plumbing issues. At this the agent just brushed me off by saying that they do not know whom I talked to and insulted me. I asked to speak to a [redacted] and the [redacted] was very condescending and totally ignored my repeated request to resolve the issue. I further requested to cancel my account if they are not going to resolve any of my claims, but they still kept charging me for the following months. It is very disappointing that the company is making wrong accusations. The sales agents talk big and give false information to lure new customers to sign contract and when you file a claim they seem to be using one phrase to reject your claim "IMPROPERLY INSTALLED". They have been using this phrase to reject all my claims and in this response they are now telling that I asked for ductwork and remodeling. I had kindly request the business multiple time to resolve the issues but they ignored me. After this I reached out to Revdex.com for help.]

Sincerely,

Consumer

Response:

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

This is getting very annoying, instead of acknowledging their mistake and coming to a resolution, the company is putting false accusations and statements. They keep coming up with different statements every time. First they blamed me of asking them for remodeling and now they are saying that the "other" account is in my mother's name. I have never mentioned about my mother to them. I have only one account and it is in my name.I kindly request Revdex.com to do the needed to help resolve this issue. I also request Revdex.com to help make people aware of such companies who make false advertisements and lure customers, and then harass them.In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

It is very evident at this point that [redacted] is blatantly lying and attempting fraud. This will now be handled only by our fraud prevention department and reported accordingly. This is blatant slander and defamation of our company. [redacted] also has outstanding balances which will be billed accordingly. This case is no longer open and the [redacted] has been pulled off of it. This is FRAUD.

Review: 2 months ago, we noticed that our HVAC system was not functioning correctly. The result was a system that turned on and off constantly and irregular temps in our home. We called HSC to file a claim and someone arrived within 72 hours to evaluate and diagnose. [redacted] Appliance was selected by HSC and we were told, after paying our 90 dollar fee that they understood the problem, they would order the part and fix the unit in 4-5 days. After 2.5 weeks of no communication, I called HSC to find out what happened. They apologized for the delay and shared they would get back to me. 1 week later, I called back and they apologized again because of the holiday. They said they would stay on top of it going forward. I asked for a refund of the 90 dollars for the inconvenience and the additional damage to our unit due to neglect and they denied, although they did not handle their responsibilities. [redacted] finally called us almost a month later and told us they were still waiting for the part. Two weeks has gone by again with no call from either company. I am completely dissatisfied and I am requesting my 90 dollar refund, a refund from the past two months in my contract, and a full warranty of the identified part that is needed. I would like to cancel my contract with no penalty.Desired Settlement: Refund of 90 dollars

Refund of past 2 months of HSC contract

Full payment of hvac part needed to fix the problem

Cancellation with no penalty

Business

Response:

The information presented here by [redacted] is either new to usor not consistent with the facts. She filed a claim, we sent out a technician,he diagnosed it and provided an estimate, HSC approved and paid for the work,and the claim was done. We later learned that the parts were taking a littlelonger to come in but everything was on schedule. We have since checked withthe technician numerous times and he states that he has been trying to get ahold of [redacted] to finish the long approved repair butis unable to reach them. [redacted] does notanswer nor call the technician back. There is no notes regarding any neglect ordamages other than the two bad parts HSC approved to replace. If [redacted] wishes to proceed with the repair, the technicianmust be able to reach her to schedule an appointment, and someone over the ageof 18 must be present at the time of the repair. Otherwise it cannot bedone. If [redacted] wishes to cancel instead, we can followthe cancellation policy of the contract. Please let us know which way [redacted] wishes to proceed and we will help her proceedwith it ASAP.

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]

After reading the response of HSC, I am truly disappointed in the dishonesty about what has transpired over the past two months. I have (and can provide) phone records from when I called HSC to follow-up. On 11/** at 9:06 AM, [redacted] appliance called us to let us know they were at our home to give us a quote. They have NOT called us since. I spoke with an HSC rep on 3 occasions, I asked for a refund of the $90.00 and was denied the request. My husband has called the appliance company a few times and were told weeks after they initially planned that the part finally came in. This week, after two months of this claim opening, the appliance company called to let my husband know that our work order was in the wrong queue and they didn't know what they were supposed to do for us.Our direct issue is with HSC for not following up, not caring about our customer experience, and not helping to resolve this issue. Our direct issue with [redacted] is lack of follow-through, lack of communication (calls or voicemails), and the inconvenience caused by allowing this HVAC issue to be present for so long. Since HSC represents [redacted], our complaint is against HSC. Per your response to my concern, it is apparent that customer satisfaction is not a priority.I am directly requesting the following:1. HSC will completely pay for the completion of [redacted] Appliance's work. If any technical issues arise after this work, we assume a warranty applies to the quality of service we receive2. After #1 is completed, HSC will allow a cancellation without a penalty to me. I will say that my experience with HSC up front (during the sales process) was incredible. It is unfortunate that this issue has resulted in such a high level of dissatisfaction and no effort on HSC's part to rectify our concerns.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Please do not respond without a resolution. I am assuming you are aware of recent discussions with customer service.

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

Sincerely,

Business

Response:

Consumer Relations from our corporate division took over this case. Our records indicate that a resolution was made and it included [redacted] keeping the contract, two trade service call fees waived, and completion of the repair (already completed). The supervisor [redacted] is working with has authority to resolve this case and the resolution they mutually came to will stand as is authorized by the corporate division supervisor.

Review: I purchased a home warranty plan for our rental property in [redacted] from HSC in 2013. I have the comprehensive plan with $125/service call. This complaint is about the A/C unit that failed on May *, 2014, and 2 ½ months later today, the issue is still not resolved. Besides non-responsiveness and refusal from the supervisor to speak to me today because “there is nothing to talk about” – as I was told by one of their reps, my main complaints are:

1) 10 days after HSC’s technician was out on the property and my several emails on the visit to HSC, HSC denied coverage because they claimed that it was rust on the condenser coils that caused leakage, even though the technician they sent out told me it was the aging (over 24 years old) from normal wear and tear that caused the breakdown of the condenser. A second opinion from another licensed HVAC contractor also said the same, and pointed out that condenser coils don’t rust, as they are made from copper and aluminum (this contradicts HSC statement that “Your coils are rusted out causing leaks in numerous places” ). The condenser sits in the backyard exposed to the elements for over 24 years, plus the home is close to the coast, rust on the outside grille is inevitable, that is just part of normal wear and tear. And I was told by other licensed HVAC contractors that any rust on the outside grille does not affect the performance of the condenser (and the amount of rust on my unit is minimal compared to some other ones that still operate well), and definitely not the cause for the unit’s failure. I have conveyed the above through emails which I can provide if needed.

2) HSC contractor’s quotes are significantly higher than other licensed contractor’s quote, as follows: Replacing just the condenser unit HSC: $3200 Other: $2500

Replacing the entire a/c unit HSC: $4800 Other: $3500

HSC would not explain why their contractor’s prices are so much higher. Instead, they kept asserting that the $4800 is “already a low discounted price”, and offered a $1000 credit if we replace the entire a/c unit and use their contractor. When asked for their contractor’s quote in writing, HSC claimed that they had none, that the price was quoted to them over the phone (I have this in writing from HSC as well). I had called their contractor who understood that a written detail quote is a normal request, but because they were told by HSC not to communicate with me (is it because they told me the real cause of failure which is different from HSC's assertion?) , that they would send HSC the detail quote. As of today, HSC claim that they do not have the detail quote in writing.

3) HSC would not give us the credit if we use any other contractors. They would not have their contractor match other competitors’ price. They also would not consider any other contractor. Applying their so-called $1000 credit to their contractor’s price of $4800, I was told to pay $3800 which is still more than what other contractors would charge (whom I have detail quote from and would know what is included). If HSC is indeed dishing out $1000 credit, why wouldn’t it get its contractor to match price even though they know that their price is much higher, or go with another contractor that doesn’t overcharge, or review and approve the contractor's quote that we obtained … it sure raises the question as to the type of relationship HSC has with their contractors – are they in an arrangement where HSC’s contractors will price in what HSC can “offer as a credit”? In this case, HSC will actually pocket $300 if we use their contractor and pay $3800.

4) HSC has been informed that the temperature in the area where the rental home is gets up to the 90s, that it has been very uncomfortable for our tenants. They have young children as well. Yet, HSC did not respond to an urgent email request sent in June for over 4 weeks.Desired Settlement: HSC honor their warranty which covers A/C units that failed from normal wear and tear, pays $2500 per contract term and we pay $1000 (totaling $3500) and have the entire a/c unit replaced.

Business

Response:

The information provided in this complaint

is simply false and the accusations are outrageous. This is [redacted]'s third

claim in a few months since she started her policy. We are not a home

improvement company and are strictly a home warranty company. First two claims

were take care of and for the third claim we sent out a tech as we always do.

[redacted]'s unit was found to be completely rusted out and corroded to such a

degree that it had holes and was in terrible shape. [redacted] is fully aware that

such issue is not covered and was since advised many times. It is clearly

stated in her contract and we follow the contract to the letter with occasional

above and beyond coverage as a courtesy. Her claims about opinions of her acquaintances

or other random companies about what caused the unit to be in such shape are

irrelevant to our coverage. We never told [redacted] that she was entitled to any

money on this claim and have many times advised her that this particular claim

is not covered as per her policy. We advised her that she can use any company

she wanted, but if she wanted to use our assigned service company then this is

the repair price and this is the replacement price. She was never told she has

to use them, she was given an extra option should she desire to do so. We also

told her that if she chooses to not proceed with the repair (which is the less

desirable of the options) and chose to go with the replacement and use our

service company, then we can offer her a courtesy partial payment toward the

full replacement of the entire system. She was numerously advised that any work

done through us must be done with our technicians. As also clearly stated in

her policy. What happens if she uses someone random to do such a big job and

ten months into the future something goes wrong again because of it and that

company does not answer her and does not help her? Or cannot be reached or is

closed? We cannot assume liability for any mistakes or any work done outside of

our service network and not through us. However, should she decide to go

through us and our assigned service companies, then for any issues that arise

from it in the future she can contact us and we will take care of them. [redacted]

[redacted]'s accusations of pocketing money are outrageous, false, and nothing short

of fraudulent. Her assumptions that we can dictate other companies to match her

desired prices are incorrect. [redacted] can use any company she desires to do the

work. All relative information has been provided to her numerous times. Should

she decide to do the work through our service network then she may contact us

and everything that was told to her before still stands. In good faith, we will

offer [redacted] $400 courtesy check if she wants to use her own mechanics to

replace the entire system if the following conditions are met: she must use a

reputable, real company. She must provide us with the receipt/proof of the work

that was done, she must sign a liability release waiver agreeing that any and

all issues related to the work done by outside third party companies will not

be HSC's responsibility.

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]

Thank you for responding to my complaint. I selected HSC initially due to their high rating and customer satisfaction at the time. It is my

sincere hope that we can resolve this matter quickly.

Despite the difference in opinion for the cause of the problem, we agree with HSC that the AC unit should be replaced. In order to evaluate

the best option, we require a written proposal from any contractor to know details of the anticipated work, including but not limited to the AC

unit make and model, the work and tests to be completed, and disposition of existing refrigerant and all old units; as well as the ability to

communicate directly with the contractor. Not only is this important for our property management office, it is only prudent for us to require

so, and are sure you would concur. The 2nd opinion and quote we obtained is from an independent licensed HVAC contractor (Thomson Air

Conditioning) that has 5 star review out of over 100 reviews and an A+ rating with Revdex.com, whereas we could not find HSC’s contractor Franco

Heating & Cooling Air in the Revdex.com database. Thomson Air is not an acquaintance, friend, relative, or some random guy any more than HSC is to us.

We picked them based on the same criteria we picked HSC. We invite HSC to check them out and review their quote which we will furnish upon

HSC's request. We have contacted other licensed HVAC contractors in the area, and were quoted similar prices. It is HSC’s disinterest in finding

out what its quote entails (not even the make and model) and understanding why its quote is higher than others by over 35% that really concerns

us. If you put yourself in our position as the consumer, you will understand our frustration (and I meant to say HSC “may” pocket, not “will”

pocket in the original complaint).

According to the contract, replacement of A/C systems due to normal wear and tear is covered up to $2500. The June **, 2014 Revdex.com

complaint against HSC also cited rust and holes in a “young house” a/c unit due to normal wear and tear. HSC should honor the language and

spirit of the contract with best efforts. We were pleased with how HSC handled our previous two claims, and hope that the previous claims would

not adversely affect how HSC handles the current one. From the Revdex.com link, it is clear that HSC has had recent difficulties to achieve customer

satisfaction in this area of service. Here is a good opportunity for HSC to regain a satisfactory outcome.

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

Sincerely,

Consumer

Response:

Heat

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]

Hsc Contractor Would Not Start Work Until He Receives Payment Of $1000 From Hsc. Please Advise When Franco HeatIng & Cooling Air Will Receive Such Payment. Thank You.

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

Sincerely,

Business

Response:

Everything was already paid and set up. This case is closed.

Review: Obtained a Home Warranty Policy on 03-**-2014. They took 36.95 from my bank account. I had a 30 day review period with a full money back agreement. Called on 03-[redacted]-2014 and cancelled policy they said they would credit monies back on my bank card I paid them with. Called today 04-**-2014 asking why they had not credited it back.. They had no record of me purchasing warranty. Called twice on 04-**-2014 got run around with a promose to get call back.Desired Settlement: $36.95

Business

Response:

Customer's account was cancelled and refunded per his request on Monday, March **2014. Transaction ID for the refund in the amount of $36.95 is [redacted]and was processed yesterday (3/**/14). A day after his contract was supposed to have started. Customer called to confirm today and was advised that he is already not in the system and does not have an active account as it was cancelled and refunded per his request and that he can check with his financial institution to confirm the credit was processed. He may not see it in his statement right away as some banks take a few business days to reflect credits/charges made to an account. Uploaded please find a copy of the transaction for the refund with the above mentioned date, ID, and amount. Please remove this complaint from our record as it is completely unwarranted and incorrect. Please feel free to contact me if you have any questions or require any additional information regarding this matter. Thank you

Review: I contacted HSC on Monday, June [redacted] to advise that my air conditioning had stopped working the night before. This was my first claim with the company. I was told that they would provide a contractor name and number later in the day, which they did. I contacted the contractor that afternoon and had someone at my house the next day - Tuesday, June [redacted]. So far so good (except it's 90+ degrees outside). The first question the a/c tech asks me when he walks in is "is this a warranty call?" - seemed a little odd to me. He starts to diagnose my problem, first going to the outside unit to check Freon level which turns out is empty. He then comes inside and inspects the evaporator coils on my indoor unit and tells me that's the problem - the coils are leaking. Never once did he do any type of pressure test or any other type of testing - made diagnose simply by looking at the coils. Told me they could not be repaired and would need to be replaced. I told him this was my first experience using the warranty and asked if he knew how long the process would take. He said he would go back to the office that afternoon, write up his findings and give to his [redacted] to submit to HSC for approval. NOW THE saga begins...

I personally talked to the [redacted] at the HVAC company Tuesday afternoon and he told me that he had called in the estimate to HSC and would have the part in by end of week. So now we're looking at a couple of more days in 90+ degree heat with no a/c but I thought at least we had an end date in sight. I called HSC on Wednesday morning to check on the claim and was told no estimate had been submitted and that someone from HSC would contact the hvac company and would circle back to me. By 4:00 Wednesday afternoon I had heard nothing back from either HSC or the hvac company so I called HSC only to be told that they couldn't get in touch with the hvac company and I should try to get them. I tried to get the contractor but only got voicemail. On to Thursday, I once again called HSC for an update only to be told once again that they could not get in touch with the contractor and for me to keep trying. Why is it my responsibility to track down THEIR contractor (who has already taken my $125 service fee)? Finally I asked to speak to a [redacted] on Thursday afternoon and was forwarded to [redacted] at HSC. She said it was unacceptable for the contractor to not return calls and she would do everything in her power to get my ac back on so we would not be without ac over the weekend and she would be back in touch. FRIDAY comes and still nothing from anyone - HSC or the contractor. I called HSC several times on Friday and all they would say was they were trying to get in touch with the contractor but couldn't. Finally I was told at 3:00 on Friday afternoon that they had finally gotten the diagnose/estimate and needed a second opinion. So obviously no fix was going to happen before the weekend. The customer service has been worse than abysmal at this place. I'm beginning to think that their tactic is to keep stalling and I will finally fix my a/c myself and they won't have to do it. We're now day 8 with no a/c and I'm no better off than when this process first started. And we're looking at 100 degree weather this week.Desired Settlement: I want somebody at HSC to take responsibility and get my a/c fixed! Nobody seems to want to help you get to the finish line. I've paid my monthly fee and I'm not getting the service provided in my contract. At this point I fully expect for them to "find" a reason to not fix my a/c.

Review: We purchased a home warranty through the HSC in 2013. In early May 2014, we began to have trouble with our air conditioning system. We immediately contacted the HSC and opened a claim. They sent out an air conditioning repair service who determined that we had several holes in the evaporator coils. We paid the $125 deductible as expected by our service contract. The next week, we still did not have our air conditioning system repaired. My husband contacted the HSC and they informed him that they were still working out the cost of the repairs with the air conditioning repair service. More than two weeks went by, without any resolution or further repairs to the system. I left more than one message over Memorial Day weekend, and we never received any return calls. When my husband finally reached someone today, he was told that the repairs would NOT be covered due to the fact that our unit had rust. I then contacted the HSC and [redacted] stated, "there is no reason that a house as young as your should have rust". I found it extremely offensive that she implied that we do not take proper care of our home. As a truly OCD [redacted], my house is absolutely pristine and is cared for to the highest standard. I tried to explain to her that due to the heat and extremely humid weather here, rust is unavoidable and is considered normal wear and tear. I asked repeatedly to speak to someone else, as it was clear that this employee was unable to help me, and she refused. She then stated that "she does not make decisions about what is covered". She offered to leave a message for someone to return my call, but again I have received no return call. I asked her repeatedly what she thought we did to cause this rust damage, and she said "nothing". The service we have received regarding this claim has been abysmal, and it has been over a month without any resolution. We have had our air conditioner serviced as expected. In our service contract it clearly states that evaporator coils are covered.Desired Settlement: I want the repairs to our air conditioner covered by the HSC and our air conditioner repaired immediately. The fact that we were initially told that the HSC was working out the cost of the repairs with the air conditioning repair company, and now we are being told that the repairs are not covered due to rust implies that the HSC is simply trying to get out of paying the cost of this service. We live in coastal Georgia and have been suffering without air conditioning for over a month.

Business

Response:

We spoke to the [redacted] and this situation has been resolved. Please let us know if there are any other questions.

Consumer

Response:

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

Sincerely,

Review: I called The Home Service Club in November to file a claim about my heatpump/AC not working properly. They sent technicians out and the they were not able to replace the parts needed to meet heat pump standards and in the meantime rigged it up to work as an A/C unit only, not a heat pump as it should. They suggested a replacement of the unit. After 2 months of going from representative, to representative, HSC decided to send another Co. for second opinion. This company suggested certain repairs were needed as well. It has taken 3 months to get this resolved. I spoke to HSC and they told me I would have to pay 330.50 for Solder and torches (equipment needed) to make the repair. (Do I need to pay for wrenches, screwdrivers, nuts, bolts, etc) This is absurd.I have a problem with paying for equipment used in the repair. Nothing in contract lists solder and torches as a non payable item. I then questioned paying for the filter dryer which the contract states is a covered item. They had to make that correction as we spoke. Never, Never have I experienced such a nightmare in dealing with customer service from any company.Desired Settlement: replace my A/C since I'm not sure the Co. can be trusted to restore my heat pump to its normal acceptable standards. This first Co. told parts were not available for that particular unit.

Business

Response:

While we appreciate all customer feedbacks and inquiries, thiscomplaint has information that is inconsistent with the facts and seems to beintended for obtaining a unit replacement that HSC is not obligated to replace.The original repair was a replacement of an evaporator coil, which is a majorand expensive repair, that HSC has approved and paid for and completed at thetime. The unit worked for a long time and now has other issues, which HSC hasagain approved (despite it not being subject to coverage) as a courtesy to [redacted]

[redacted] because of a delay caused by a technician and communication. [redacted]is responsible for non covered procedures, not equipment, and HSC is paying alot of money for a repair that we are approving as a courtesy to [redacted] whosecontract has since expired. Accusations in this complaint are completely false,unwarranted, suspicious, and simply not true. The representative assigned tothis claim will be in contact with [redacted] again to make sure everythinggoes according to plan and approval. However, upon completion of the courtesyrepair, this claim will be closed and the contract is already expired. [redacted]

[redacted] can contact [redacted] at ext.[redacted] for any questions.

Review: I contacted HSC on 7/**/14 and Spoke with [redacted] to repair my HVAC unit that was improperly working. [redacted] from [redacted] visited me on 7/**/14. On his invoice it states that our unit has a bad compressor and company authorization was needed for further action. He recommended that the unit may need to be replaced as it was over 20 years old and had worn out its use over time but that the main issue was the compressor. I contacted the company on 7/**/14 regarding a decision, [redacted] at ext. [redacted] called at 7:24 am PST to state that the HVAC system was not covered because [redacted] had stated to them that the unit was rotted and corroded. [redacted] stated that if a unit needs to be replaced and it was not due to normal wear and tear that it was a non-covered system per the contract. [redacted] stated that it was [redacted]s diagnosis that replacement of the compressor would be insufficient and that replacement of the whole system was required. [redacted] also stated that HSC would extend a courtesy credit of $1,500 towards replacement and that [redacted] had quoted them and not I a 4 ton package unit replacement for $6,100. I was contacted by [redacted] on 7/**/14 at 4:32 pm PST to follow up on HSC's decision. I stated to him that HSC did not want to cover their contract limit of $2,500 towards HVAC replacement due to his prior statement to the company. He reiterated to me that one of the company's questions to him was if the unit was rotted and corroded and for a unit over 20 years old rotting and corrosion is normal even if yearly maintenance is given to a unit. He stated that this was a result of normal wear and tear and that if the company wanted to they could contact him regarding this fact. On 7/**/14 at 3:29 pm PST [redacted] ext. [redacted] a supervisor contacted me to send her a second opinion I had gotten. I emailed it to her and it is lower as the unit I have is only 2.5 ton. I was misquoted by HSC and misled. It's been a month and steadily 100 degreesDesired Settlement: As agreed by HSC's technician [redacted], a unit over 20 years due to normal wear and tear broke down and needs replacement. He misquoted the company with a much larger unit and that is misleading. After having waited patiently in consistent 100+ degree weather for a month I am asking a payment of $2,500 be forwarded to me as soon as possible to seek replacement with a more honest technician. HSC is trying to avoid covering a covered item and waiting a month is unreasonable.

Business

Response:

Unfortunately this is a slight misrepresentation of facts. [redacted]'s system is not covered as per his contract with us. Nevertheless we offered partial coverage as a customer courtesy. The only misunderstanding was that we were initially told that [redacted] has a 4 ton system, when it is only a 2.5 ton. We have since obtained new quotes for [redacted] despite this being a non-covered and claim and we are just working to help him out. If [redacted] would like to take our offer and proceed with our technicians please let us know. If [redacted] would rather proceed on his own he has that option as well. A representative will contact [redacted] again to ask how he would like to proceed.

Consumer

Response:

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

[Your Answer Here]

As explained in my complaint, the reasoning that the company is using to deny coverage on my HVAC unit is a question they posed to the technician they sent to my home. [redacted] (the technician) subsequently contacted me to speak about repairing the unit with his company and if the company had reached a determination. I explained to [redacted] that the reasoning the company used for denial of coverage was that my unit was "rotted and corroded" and that I had failed to provide my unit with regular upkeep/maintenance to avoid it's condition. As per my prior statement [redacted]s words were that "the unit will go through rotting and corrosion due to its age and is normal wear and tear for a unit which is over 20 years old". [redacted] went further to state that he would confirm such a fact upon request. His contact information was attached in my original complaint and the company undoubtedly has his information on file. This is a tactic used by the company to deny coverage to a patient customer.

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

Sincerely,

Consumer

Response:

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

After having read the company's response I would like to point out some facts since my integrity is under attack:

1) These are the sections in the company's contract that are of contention:

on page 2

and on page 3

2) Now having looked at the contract, the company is alleging my HVAC system claim is not covered due to statements that technician ([redacted]) made to the company regarding the condition of the unit. The company states that the unit was found to have experienced "errosion and corrosing" and that it was "not properly provided yearly maintenance". Conversely, as stated in prior communications. [redacted] stated to me that due to the age of the unit "errosion and corrosion" was inevitable on a unit over 20 years old and regardless of the amount of maintenance a unit is provided due to normal wear and tear it had a mechanical failure.

3) I've had several phone conversations and email communications with 5 members of the company's organization that are chronicled via email, voice mails and countless phone conversations. I was largely ignored until a complaint was filed. I felt that was my last possible option being that the technician misdiagnosed the unit that was proposed for replacement (a 4 ton instead of a 2.5 which is currently there). The technicians charges for replacement were quite high therefore at my own expense I had my own technician come and diagnose what was needed.

4) The company's rep ([redacted]) stated on 8/**/14 that the offer which was allegedly never made had "expired" and she would forward a request to the review/approval department. From the beginning the company has used "courtesy credit" for the $1,500 credit they proposed to offer previously.

After a great amount of effort on something I believe I have truly been wronged. I am willing to accept the $500 the company has finally decided on after over 5 weeks of communications, 100 degree weather and

an "above and beyond" amount of service. I contacted the company twice since the last response and have yet to receive the release of liability documents the company requires to release payment. The company has my address and email on file but if needed is as follows:

Until payment is received I will continue to be dissatisfied with the company's service.

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

Sincerely,

Business

Response:

The pasted was not the entire contract but rather certain copied and pasted parts with the rest of it omitted. Nonetheless we have sent the agreement letter for a $500.00 reimbursement to [redacted] and will expedite his payment as soon as the signed letter and the job invoice are received. Thank you.