Home Service Club Warranty Corp

Review: During the week of June **, 2014 I filed a service request/claim with The Home Service Club for my Viking Dishwasher on the day that it stopped working. A technician from the West Coast Chief Repair was sent out to my home to examine the dishwasher. I paid the maximum fee for a house call of $125 to the West Coast Chief Repair. The technician submitted his findings to the Home Service Club and Home Service Club denied the request to repair the dishwasher. On June **, I received a bill from West Coast Chief Repair indicating that the cost of parts and repairs was $924.

On June ** I inquired from the Home Service Club the reason why the claim was denied and I was told that it was due to the fact that the technician said that the dishwasher's problems were caused by excessive calcium build up due to to lack of servicing of the dishwasher on my part. I challenged the findings and requested a second opinion.

[redacted] of the Home Service Club stated that although I had paid the maximum fee per request of $125 to the technician, in order to have a second opinion, I needed to pay an additional fee of $125. I told [redacted] that I would agree to pay the additional fee of $125 but that I knew that the problem with my dishwasher was not due to a lack of servicing because it had been serviced within the past 12 months. After not receiving a call from [redacted] or anyone at the Home Service Club about the second opinion, I contacted [redacted] again and requested speaking with a supervisor. I was given [redacted]. [redacted] stated that I should not have to pay an additional $125 and in fact I never should have been charged $125 in the first instance. I was sometime after informed by the Home Service Club that a second technician would contact me to set up an appointment time and date. I was also given the phone number and company name of the second opinion technician - U.S. Standard Appliance Repairs, just before the July [redacted] holiday. After waiting for some time (and after the July [redacted] holiday) and not hearing from the second technician - U.S. Standard Appliance Repairs, I decided to contact U.S. Standard Appliance Repairs myself on July *, 2014. I spoke with [redacted]. She informed me that she had received a call from the Home Service Club regarding my dishwasher and was told that she would receive an email with particulars to contact me about making an appointment to examine the dishwasher. [redacted] explained that up until the time that I was speaking with her, she did not receive the email and when she tried to contact the Home Service Club representative on the phone number that she had for them, the number was disconnected. Immediately I contacted the Home Service Club both by email and telephone and informed [redacted] of what had happened. Later that day, I received a phone call from [redacted] at U.S. Standard Appliance Repairs stating that she was sorry but that her company had made the decision not to work with the Home Service Club.

I reached out to [redacted] again with updated information and was advised that a third technician would be contacted to give a second opinion.

On July **, I finally got a second opinion from Service Masters and was asked to pay an additional $35 which I paid. Before the technician left my home, I inquired about his findings and I was told that a particular part of the dishwasher was not working and needed to be replaced. I specifically asked about excessive calcium build up and was told that the level of calcium deposit was consistent with that of any dishwasher that was in use and was not sufficient to cause a malfunction of any part of the dishwasher. The second technician also submitted his claim.

After the second opinion was submitted, I contacted the Home Service Company and spoke directly with [redacted] on Friday, July **, 2014. He stated that he was willing to replace the dishwasher and that he had gone online and looked at dishwashers a Lowe's in the price range of $200. I inquired of [redacted] whether he was familiar with the reports that he received from either one or both of the technicians and I reminded [redacted] that my dishwasher was a Viking dishwasher and not a $200 dishwasher. He stated that the second opinion technician did not provide a model number of the Viking. I told him that I would search my paperwork at home and try to find the model number. He asked me to call him back with the model number. I called back the Home Service Club on Friday, July **, at around 1:20 p.m. PST and was told that [redacted] had left for the day. I left the model number of the Viking with the agent on the phone and was told that [redacted] would call me the following day - Saturday, July [redacted] I did not receive a call and so I called again on Monday, July **.

On the morning of Monday, July **, I first attempted to speak with [redacted] at the Home Service Club and she indicated that she was on another call and would have to call me back, which she did. She also left me a voice mail message asking me to send her the model number of my Viking dishwasher. I forwarded her the model number of the dishwasher along with photographs of the dishwasher. I know that the Home Service Club had the model number of my Viking dishwasher because it was on the estimate of cost of repairs that both the Home Service Club and I received from the very first company - West Coast Repair, that was sent to my home in June from West Coast Repair.

The Viking dishwasher for which I submitted the claim is now discontinued and the cost of the new Viking dishwasher ranges from $900 - $1,500. The cap on the home warranty service which I purchased with the Home Service Club was $650. The cost of the warranty service that I purchased with the Home Service Club was $599.

Having provided the model number to Mr. Wynn and anxious to have my dishwasher problems which had been going on for about 3 weeks resolved, I called [redacted] later in the afternoon of July 14 to see how we were going to proceed. [redacted] agreed that the dishwasher was covered by my warranty, but refused to pay the cap of $650 stating that he was prepared to give me a courtesy amount of $**5 to the purchase of a new dishwasher, based on his speculations that the problem with my dishwasher existed prior to me having the home warranty with the Home Service Club. He further on stated that the only two options that I would be offered were:

1) a courtesy check of $**5

2) a cancellation of the policy which I purchased with a complete refund of the $599 which I paid the policy

I informed [redacted] that I was extremely disappointed and dissatisfied with his offers and that neither of the two were, in my opinion the right, ethical or legal thing to do. I reminded [redacted] that although he indicated that his policy stated that the maximum I would pay to technicians on a case was $125, but that I had so far already spent $160. I also reminded him that the cap for the dishwasher per my policy was $650. I told him that I was aware of the fact that the service request/claim that I made was in fact a few days after the policy became active, and that it had never before happened this way with me who has bought home warranty services for my home for many years but that this was one of the reasons why I was so pleased to have a home warranty policy. In fact, I clearly indicated to [redacted] that I thought his position was unfair and that he should seek the assistance of someone higher within the company who could assist him in doing right by me the customer.

[redacted] promised to bring the attention to his seniors at some point during our conversation since he claimed that the two options he offered me were all that his company permitted him to offer. Our conversation became stressful because he told me that he had to attend a meeting and I kept talking with him about how I felt his company was dealing with me in a dishonest manner. [redacted] falsely accused me of raising my voice, but fortunately for me I recorded the entire conversation because [redacted] and [redacted] were continuously giving me inconsistent stories about the claim and whenever I called there was a recording saying that the conversations could be recorded for quality/training purposes.

On July **, 2014 I received an email from [redacted] indicating that the Home Service Club had cancelled my contract and was giving me a full refund of the $599 which I paid for the home warranty policy. [redacted] also cut and pasted in his email to me a copy of the contract that indicated that items were not covered if they existed prior to the effective contract date. [redacted] also cut and pasted and highlighted in his email to me that the contract was cancelable if there was fraud or misrepresentation by me of facts material to the issuance of the contract.

On July **, 2014, my husband who is an attorney, wrote to [redacted] asking him to indicate by the end of business on July **, 2014 if he was accusing me of any of the cut, pasted and highlighted parts of the contract (i.e. fraudulent claims and/or misrepresentations). [redacted] did not respond to my husband's email and has therefore given no reason for canceling the contract.Desired Settlement: Because the Home Service Club blatantly refused to honor the contract and pay the cap of $650 and resolve the issue with me, I suffered a grave inconvenience with having a home of 3 children, a dog, 2 parents along with my husband and myself and no dishwasher for about 1 month after costing me $160 in fees. In addition, the Home Warranty Service cancelled my policy without providing any reason simply because my dishwasher broke shortly after the policy became active.

1.) I would like the Home Service Club to pay me the sum of $650 which is how much I was entitled to in the first place under the agreement that the Home Service Club illegally cancelled.

2.) I would like the Home Service Club to reimburse me the sum of $35 the amount that exceeded the total pay-out amount by me for my claim.

3.) I would like the Home Service Club to pay the full cost of a new Home Warranty Policy with a Home Warranty Service Provider of my choice due to the fact that the Home Service Club illegally cancelled my contract without expressing the reason for doing so.

The fact that the Home Service Club was willing to pay $**5 indicates that the company recognized and agreed that the dishwasher was covered by the policy. The company's reluctance to pay the cap of $650 seems to stem from the fact that the claim was made shortly after the policy became active and in fact the cap of $650 was $51 more than the cost of the entire policy. This was a clear loss for the Home Service Club who potentially could receive other claims for a policy which was purchased for 1 year.

Business

Response:

We have contacted the customer and are awaiting their response.

Consumer

Response:

In reference to complaint ID [redacted], the Home Service Club has contacted me and offered to pay me $650 - the cap amount for the dishwasher under my original contract. The Home Service Club has also offered to reimburse me $125 - my out-of-pocket expense to the first technician. business. This resolution is satisfactory to me and the matter has been resolved.

Thank you for your help in settling this matter.

Sincerely,

Review: I signed up for The Home Service Club on 12/**/15, paid my $89.95, and had a 10 day waiting period before my warranty kicked in. I called The Home Service Club for a service request on my dishwasher on 1/**/16. Mike's Appliance Repair came out on 2/*/16 to supposedly "fix" my dishwasher, per my contract with The Home Service Club. He looked at my dishwasher for 15 minutes, ran hot water over the dishes, and told me it was cleaning my dishes just fine. I told him the problem started about a week prior to me calling the warranty company and even showed him pictures of the dirty dishes that had been run through 3 dishwasher cycles. He then told me he would be calling Home Service Club to recommend getting a new pump for my dishwasher and/or replacing it since it would be more expensive to fix it then to replace it. I then paid him the trade service call fee of $65.00. Mike's Appliance Repair told me that he had never worked for a home warranty company before and honestly I was not impressed at all with his so-called expertise in the appliance repair field. He really didn't seem to know what he was doing. The Home Service Club refused to either fix or replace my dishwasher due to a so-called pre-existing issue. I have several complaints with this company. First of all, nowhere in their in my coverage contract does it state that they do not cover for pre-existing issues. Second, this was NOT a pre-existing issue since my dishwasher was cleaning my dishes fine up until a week before I called a service request. The supervisor from The Home Service Club, Stacy C[redacted], basically called me a liar stating that my dishwasher's issues of not cleaning my dishes was a pre-existing issue that started before my coverage began. Ms. C[redacted] then told me I still had to pay for the month of February since they don't offer monthly payment plans. When you go to their website and sign up for a quote, that's all they give you-a monthly amount! I just want to be refunded my February monthly amount of $89.85 since I did not receive service from them in February.Desired Settlement: To be re-imbursed my February monthly amount of $89.85 since The Home Service Club did not perform the services they promise per their contract coverage. I tried disputing this amount with my bank with no success.

Business

Response:

Unfortunately the statements on this complaint are incorrect. The contract is very clear in that we do not cover pre-existing issues. A warranty by definition does not cover pre-existing issues and this was stressed to the customer numerous times. The issue was very clearly pre-existing and despite that a courtesy was offered to the customer to help them out. Customer requested to cancel when the specific issue they signed up for was not covered. To say that there was no service is not correct. Customer had service and coverage until the contract was cancelled per their own request. The customer is entitled to a pro-rated refund less the cancellation fee and an appropriate refund has been issued. It is unfortunate and saddening that people resort to such actions and unwarranted complaints when we have done nothing wrong and offered a courtesy above any contractual obligation. If they customer does not see the refund on their next billing cycle please let us know and we will gladly contact their financial institution or provide a transaction number.

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 issue was not pre-existing! The Home Service Club is trying to tell me that because the inside of my dishwasher was dirty and HSC does not cover for items that the customer fails to clean, they are deeming it a pre-existing issue! Of course the inside of a dishwasher is going to be dirty when it doesn't clean dishes correctly! That was the whole point of calling them to come service my dishwasher! It was working properly 2 weeks prior to my service call to them. Plus, I did not have service and coverage for the month of February(which is what I'm looking for the refund of $89.85 for). I had service for January and paid for January-that's not an issue. February's payment is the issue. There is nowhere in their contract that states anything about pre-existing issues. She also states that I requested to cancel when the specific issue was not covered. Do you mean my dishwasher not working properly and cleaning dishes properly? That is covered by my contract. I have read the contract in full. I have no idea what courtesy this person is talking about either. Being that HSC did not want to honor their contract, I want to be refunded my full February monthly amount of $89.85. I don't know anything about any cancellation fees my rate being pro-rated. None of this was mentioned when I signed up with Cathryn back in December. If they are offering a refund to me that is close to the $89.85 I am requesting, I will accept it. So far, they have not mentioned how much they are offering to refund me for a month that I had no coverage with them. They are a horrible company and try to do anything to get out of paying for repairs!

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:

I signed up for a Home Warranty company to cover the items in my home in case they break, stop working, or fail to work properly. This is what happened when I made a service request to HSC. My dishwasher failed to work properly, i.e. it failed to clean my dishes. I would like to know what "professionals" HSC is talking about and are deeming my dishwasher issue pre-existing since Mike's Appliance Service(consisting of one man) was the only person who looked at my dishwasher. The reason I cancelled my home warranty with HSC is because if my dishwasher issue is any proof of the service they provide, it will only get worse. HSC will have their professionals deem all my items pre-existing. I had a home warranty company for 7 years in the past and I never encountered problems like I did within the first month with HSC. Again, their "professionals" (who didn't even see or test my dishwasher), and deemed it a pre-existing issue, are calling me a liar. How do they know anything about my dishwasher without coming out and looking at it??? HSC is a very dishonest and unethical home warranty company that just wants their customers' money without providing the service a home warranty company should provide. I deserve a full refund for the month of February, not just $32.01! If I get the additional $57.84 refund, I won't put in a consumer complaint. If not, I will put the complaint to warn others against this dishonest company.

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

Sincerely,

Business

Response:

Everything sated by the customer in the rejection is a total mis-representation of facts and blatantly false accusations. We have also reviewed and checked on customer's initial complaint regarding their conversation with the supervisor and the customer's claims there are also completely false. The refund issued is completely correct and in accordance to the contractual cancellation policy. The cancellation policy is available to all customers 24 hours a day, 7 days a week, and can be provided upon request. The customer did, in fact, receive a pro-rated refund for the majority of the month (for the unearned premiums) less an applicable cancellation fee. Customer's obvious attempts ay bullying and bribery in the rejection such as saying: "If I get the additional $57.84 refund, I won't put in a consumer complaint. If not, I will put the complaint to warn others against this dishonest company” are completely fraudulent and are taken very seriously. HSC has a strict policy against such behavior and any further such unethical complaints will be reported and handled accordingly. Customer is basically demanding what they are NOT entitled to and threatening to file false complaints (which they already filed here) in the case we do not meet their fraudulent demands. While we are always willing to go above and beyond for our customers, behavior such as this is sent to our Fraud Prevention Department and handled accordingly and any otherwise possible courtesies are void. Should the customer have any questions or concerns they can contact the supervisor assigned to the case at ext.[redacted].

I am riting this review because I am very happy with my experience and want everybody to knpow thet the hsc is a very good company. they came very fast and my family did not have to wait in the very hot summer for a very long time. the service people made sure that the repair man came fast and we are happy now.

Just had a problem with my water heater, called them and made a claim against my home warranty coverage. They had a plumber on the phone with me about a hour after that, we set up a service appointment for the next morning. The plumber diagnosed the problem basically the water heater was done. They authorized the replacement of my water heater with out any delay. The plumber replaced the water heater the same day.

Review: I contracted with HSC for home warranty service to protect our home against appliances, plumbing, electrical, etc. Unfortunately our wash machine broke only 3 weeks into our contract. HSC sent out a technician to diagnose the problem and he determined the repair cost would exceed the replacement cost. I called HSC to determine how to proceed with the replacement and they told me the claim was with another department and I would have to wait for their call. I received their call and they said the bearing in the washer (the culprit) was not under warranty. I went through the contract with the representative and determined it was covered. The rep then proceeded to tell me that it was a pre-existing condition. The was machine was working fine until the day it broke. Do they think I forewent 3 weeks of laundry and then pay their $150 deductible in the hopes the tech would find excessive repair costs? This is ridiculous. I understand the insurance business is to collect more than they pay out, but this was a legitimate claim which fell under the terms and conditions of the contract. The fact that it occurred early into my contract should have no bearing on the actions required by HSC.Desired Settlement: HSC is contractually obligated to replace my Whirlpool Duet Steam Washer, model # WFW9750WW01 with the closest comparable model available on the current market.

Business

Response:

While we appreciate [redacted] opinion, we do have to go by theactual facts and the contract. [redacted] washer did not operate tomanufacturer's originally intended design and specifications at the start ofthe contract as required. The bearings were completely worn and metal wasgrinding on metal. This does not happen over 3 weeks and has been going on for quietsome time. [redacted] himself mentioned that the unit was making noise and hasbeen for some time and just did not "stop spinning" until the claimwas filed. On top of the obvious mentioned, the basket was warped and both thefront and the rear tubs were damaged. All issues that are not covered, physicaldamage/warping, and all did not happen to end up this way over night as [redacted]

[redacted]suggests. There are numerous factors that indicate that this was anintentional act in trying to obtain false coverage from our company. However,[redacted] was given the benefit of the doubt, and the claim was simply marked asnot covered, [redacted] was advised of the findings and information, and HSC evenoffered a courtesy $40 towards a replacement. The completely blatant and falseaccusations in this complaint are a further indication of the customer'sintent. This claim is not covered as per the contract and the terms of thecontract are non-negotiable despite [redacted] opinion of them. If he signed upfor warranty coverage, as he is claiming he did, then he should clearly seethat this does not fall within such coverage. If he signed up to get histhousand dollar system replaced as many factors indicate, then it is simplyintentional fraud on his behalf and this complaint is an attempt to use the Revdex.comto bully us into "just covering everything" no natter the contract.This claim is closed and all courtesy offers are on hold pending review. Should[redacted] request the courtesy offer, he would need to sign an agreement letter,in writing, to that effect before it can be done so that both HSC and [redacted]are protected by the mutually signed agreement.

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:Perhaps HSC warranty needs to review the contract they entered into with me. 22. Clothes Washer: (Standard Coverage)COVERED: You're covered for the repair or replacement of components and parts that malfunction due to normal wear and tear, except:NOT COVERED: Plastic mini-tubs; soap dispensers; filter screens; noise; knobs and dials; odors; damage to clothing; latch assemblies; warping; drawers; touchpadsMy washing machine failed due to the tub bearing wearing out. This is a normal wear and tear item and therefore HSC is contractually obligated to fulfill their end of the contracted agreement. The technician HSC sent out to our house told my wife that the failure is covered and the repair costs would exceed the replacement cost. Their attempt to pay me off with a $40 check is insulting. I just hope enough people hold them accountable for their end of the contract. Additionally, as an Air Force officer of over 10 years who has deployed to the Middle East 3 times in support of my country, I find it very offensive that they are attempting to challenge my integrity with their non-fact based comments.

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

Sincerely,

Business

Response:

The statements made in the rejection are false and out of context. The coverage terms pasted are for covered systems/issues only. Physical damage and pre-existing issues are not covered under the contract and are not warranty issues by definition. The contract is very clear and this case has been flagged for fraud. The account has been cancelled and fully refunded as per the contract and nothing further can be done on this other than potential further investigation on the intent and actions of [redacted].

Consumer

Response:

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

I have presented all of the data with regards to this claim to the contracting [redacted]. The contracting officer ([redacted]) assured me that HSC is contractually responsible for paying the claim and she is prepared to take this case to the Air Force legal dept. She sent an e-mail to HSC stating if HSC continues to refuse to uphold their legal obligation as stated in the contract, the Air Force will not only legally seek out the amount of the claim, but all legal fees associated as well. HSC was given a suspense date of close of business on Wednesday ** August 2015 to respond with their intentions (see attached MFR). Although HSC has had ample time to provide a response, we have yet to hear from them. Tomorrow I will be asking [redacted] to send this case to legal. The only response we will accept from HSC is for them to pay the full claim they are responsible for. Any other correspondence will simply be forwarded to the Air Force Legal office. I will provide HSC the name of the Air Force lawyer as soon as it is determined which lawyer gets assigned to work this case.

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

Sincerely,

Review: Complaint against practices of the Home Service Club

Our air conditioner stopped working. We called the Home Service Club for the very first time (i.e., first claim) to report the problem. All the premiums were paid in full.

The “serviceman” showed up shortly with nothing but a smartphone on 7/**/14 took a photo of the label on the unit and announced that the [redacted] system was 3 years old with a 12-year manufacturer warranty. He then told us to call the manufacturer and if they could not assist us, to call HSC. ([redacted] is a manufacturer that only deals with licensed contractors, not lay homeowners). The “serviceman” made no attempt whatsoever diagnose the problem himself and asked for the 125.00 deductible. We are now suspect that he had any skills and abilities to do so; that he was just someone who goes to a customer’s site to make some cursory assessment.

We have no idea how he came to the conclusion that the system was 3 years and still under warranty because upon research of the documents left by the previous owner, the system was installed in 2005 (not 2011) with no transferable warranties. The next day HSC informed us that 2,500.00 was covered by them but that we would have to cover an additional whopping 3,500.00 for work to done only by their "PREFERRED" vendor! So now we have a broken A/C unit that has not been seen by anyone at HSC, but they want to replace with a $6,000.00 new unit! The previous owner's documentation further revealed a price of 1921.00 for a new system. We thought: Wouldn't it be better to contact [redacted] to see if a replacement part is available rather than charge for a $6,000.00 new system because of one failed part?

Upon further investigation and having other repair companies come out to look at the system, [redacted] verified that there was a warranty still left on the compressor, which had failed. We had another repair company to install a new compressor and paid only $1,400.00 for additional parts not covered by the warranty instead of the $6,000 entire replacement HSC was only willing to discuss.

We paid in full the 395.45 for the annual premium to HSC, never filed for any other repairs and this was the treatment received when filing for our first repair. The repairs for our air conditioner, should have completed been covered by HSC, which was why we had the service. We wish to be refunded the premium and the 1400.00 out of pocket expense which HSC should have covered.

The Home Service Club contract states the following:

Air Conditioning Systems (Standard Coverage)

COVERED:

Air conditioning systems including: Ducted central electric split and package units; geothermal; mini-splits; wall air conditioners (if the primary cooling system in the home is comprised of wall air conditioners,

up to three (3) wall air conditioner units will be covered). Mechanical parts and components including:

Air handler; blower fan motors; capacitors; compressors; condenser fan motors; condenser coils; condensers; evaporator coils; fan blades; freon gas lines interior to the unit; internal system controls; internal wiring; motors (excludes dampers); refrigerant (excludes reclamation); refrigerant filter dryer; refrigerant piping (excluding inter-connecting line sets); relays; reversing valves; switches and controls; and thermostats (electronic set back units will be replaced only with standard units).

NOT COVERED:

Humidifiers and electronic air cleaners; secondary condensate drain pans, pumps, and lines; filters (including electronic/electrostatic and deionizing filter systems); heat recovery unit; interconnecting Freon lines (external of the equipment); panels and/or cabinetry; roof jacks or stands; asbestos insulated piping; outside or underground piping; recapture/reclaim of refrigerant; stopped up drain lines; structural components; geothermal piping; humidifiers; zone control systems; flues and vents; well pumps; well pump components for geothermal and/or water source heat pump; water pumps and lines (external of the condenser unit); wall units (except as noted above); crane charges; legally mandated diagnostic testing when replacing heating or cooling equipment; window units; mismatched systems; water cooling towers; general maintenance and cleaning; gas systems, including ammonia systems; and chillers, chiller components, water lines, chilled water systems; are not covered.

LIMITS:

HSC will pay up to $2,500 per contract term for access, diagnosis, repair, or replacement of Heating Systems and Air Conditioning Systems combined, including returning access openings to a rough finish. Coverage is only available on Air Conditioning Systems not exceeding a five (5) ton capacity and designed for residential applications.Desired Settlement: We wish to be refunded the premium and the 1400.00 out of pocket expense which Home Service Club should have covered.

Business

Response:

This is a misrepresentation of facts. The technician who was

assigned to diagnose [redacted]'s system

is a professional for many years and has done a lot of diagnostics, repairs,

and replacements and is extremely knowledgeable. And as you can see from [redacted]s own text, everything our technician said was, in

fact, correct. Once the bad compressor is diagnosed, it means the unit simply

does not turn on and no further diagnosis can be made until the compressor is

replaced. If the unit was installed in 2005 with no transferrable warranties,

as [redacted] himself wrote, then the compressor would not be

under the manufacturer's warranty - which [redacted] himself wrote that it was. This is completely

contradicting information. HSC denied the repair and approved for a replacement

as this is the correct and recommended way to proceed. Any reputable technician

will confirm that compressors for units of such age and condition that still

use [redacted] should not be replaced for numerous reasons. First, you do not know

what caused it to malfunction and it may cause the new compressor to fail as

well. Second there may be other major issues with the unit which you

would not know about until the expensive compressor is replaced. And generally

it is not a correct way to go around it and shortens the life of the new

compressor being put in. [redacted] was

offered our services and an approval for a replacement which he denied. He

wanted to proceed with the repair because it was cheaper out of pocket. He

states he obtained the compressor under warranty for free and then paid $1400

for labor, materials, and refrigerant. Our technician quoted $750 for the same

work providing the part was covered by the manufacturer. HSC has also offered

the customer $300 as a courtesy toward the repair, which would have made the

total out of pocket expense only $450 for something that was not

approved/covered. Yet [redacted] decided

not to go through us and claims he went ahead and paid $1400.00 for it. [redacted] has requested to cancel his warranty contract with

us and as per his request, his contract was cancelled and no cancellation fees

were applied. This contract is now cancelled per request of [redacted] and he is no longer our customer. This complaint is

completely misleading and incorrect. There is nothing further to be done on

this, please close 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:

Hello [redacted] --

Please be assured that HSC has grossly misrepresented what actually occurred during the initial short and only visit from HSC. My husband was present and has documented below what occurred during the 10 minutes total time the technician was here. My husband states:

"When the technician arrived at our residence he proceeded from his van with nothing more than his cell phone in his hand. I directed him to the air conditioner in the rear of my residence and he took a picture of the nameplate tag. He then responded that the unit has a 10 year manufacturer’s warranty, and that I was to contact the manufacture and have them replace the compressor. The technician sent by HSC then informed me that if the manufacturer would not replace the compressor that I was not to call him (the technician) but to notify HSC.

The technician went to his vehicle and returned with a clipboard and then asked to see the furnace inside my residence, took a picture of the furnace, wrote out a work order and asked for his $125.00 deductible and left my home.

Two days later I finally heard from someone from HSC and was informed that my ENTIRE heating and cooling system needed to be replaced, and that they would not repair or replace the compressor but that her whole system needed to be replaced." (See HSC Air Conditioner Systems - Standard Coverage below).

As stated earlier, when we contacted another HVAC company, they found that the compressor was still under manufacturer warranty and replaced all of the additional parts for 1,400.00. HSC's policy below stated that they repair compressors, when in reality they do not and the only resolution HSC would discuss with us was full system replacement for 6,000.00 only from their preferred vendor and would discuss nothing else!

We do not know if the HSC technician has lied to his company of what actually occurred on this day, or if HSC is denying the poor customer treatment shown in this case, but we are stating what happened and have no reason to lie about it.

We purchased the HSC contract with the impression that they were a reputable company for homeowner repairs. This was apparently far from the truth, as witnessed with the one and only claim we attempted to make. And for obvious reasons, when the first year contract came up for renewal we cancelled our policy. Please reopen this case. HSC should be allowed to continue such shoddy practices.

[redacted] and [redacted]

HSC Air Conditioning Systems (Standard Coverage)

COVERED:

Air conditioning systems including: Ducted central electric split and package units; geothermal; mini-splits; wall air conditioners (if the primary cooling system in the home is comprised of wall air conditioners,up to three (3) wall air conditioner units will be covered). Mechanical parts and components including: Air handler; blower fan motors; capacitors; compressors; condenser fan motors; condenser coils; condensers; evaporator coils; fan blades; freon gas lines interior to the unit; internal system controls; internal wiring; motors (excludes dampers); refrigerant (excludes reclamation); refrigerant filter dryer; refrigerant piping (excluding inter-connecting line sets); relays; reversing valves; switches and controls; and thermostats (electronic set back units will be replaced only with standard units).

Review: Our AC units needed repair. We request a service call on 8/**/14 to have them checked. The contractor came out and told us that both units are bad and one is totally going out. We then called the Home Service Club on 8/**/14 to find out what would be covered. Finally we had a chance to talk with a associate at HSC on 8/**/15 and she told us that we would not be getting a new unit but that she would call us back with rates/discounts on what they could offer us. On 8/**/14 the AC company also had not had a call back from HSC. We are still waiting for a [redacted] to call us regarding this issue. We have called several times and have been told we would get a call back and we yet have. We also called on 8/**/14 to get someone out to check our well. It is leaking from a covered warranty item and yet again we have not had anyone out nor has a service request been made by the associate we called. This company has horrible hours and the reviews do not match the lackluster customer service they say they offer.Desired Settlement: We want a full refund on our contract. We also want this complaint filled and put on the BB.

Business

Response:

We have contacted the customer and the issue has been resolved.

Review: I contacted HSC due to my a/c not performing correctly and for my garbage disposal to be evaluated. Initially, their service was prompt. An HVAC technician was sent and I paid an $87.00 evaluation fee.

This is the same amount I would pay if I didn't have a home warranty and the reason for me paying that amount and not my contract service fee was never disclosed. Several days later, after not hearing from HSC I contacted them regarding the status of my a/c claim and the status of a technician coming to inspect my garbage disposal. I was told that a determination had not been made regarding my a/c and that they had already contacted a technician from a plumbing company to call me regarding my garbage disposal. The customer service representative informed me that she would send another service request to the plumbing company. Approximately 5 minutes later I receive a call from HSC. It was regarding my air conditioner. I was informed that due to my a/c system being previously "mismatched" they were not going to cover any repairs on my unit. I reviewed my policy (online) because I was never provided with a paper copy and could not find ANYWHERE in my policy language that this was a reason for denial of work to commence on my a/c. FURTHER, I never received ANY phone calls to schedule the inspection of my garbage disposal. I decided that based upon this horrible, inaccurate service that I wanted to cancel my policy with HSC and purchase a warranty with a more reputable home warranty company. Therefore, I called and spoke with a customer service representative informing her of my desire to cancel. She says "ok, I will let the cancellation department know." I paid for the entire year on this policy and have only had this company for 3 months. I asked her about my refund and she said that she forwarded my request to the cancellation department. I told her I wanted to speak with someone in the cancellation department as I need my refund for the policy. She said "someone" would have to call me back. So I asked her what is the turnaround time for a call back?? She did not know. So then I asked to speak with a [redacted] and she could not send me to a [redacted] either. I grew increasingly concerned now as I have never been supplied a paper copy through the mail of policy and the continued "walls" I seemed to be encountering. Paying in full for a policy and never being supplied with a paper policy, not being able to speak to a [redacted] or the cancellation department and not knowing when I will receive a return call or my money back is concerning to say the least. I asked this customer service representative if she was dealing with a similar situation personally with a business if this was acceptable treatment to her? She said "no, it's not." I think this speaks volumes coming from an employee and would be happy to provide her name to you if you so desire. I later found out through my own research that HSC has 10 days to return phone calls regarding cancellations! 10 DAYS? I find this an outrageous length of time to be contacted by a company. Essentially, the customer service representative assured me that an email would follow to my address on file stating that I wish to cancel. I tried to cancel on 9/**/14. To date, I have not received any correspondence which indicates that my request has been forwarded to the cancellation department. I have been left to assume through "word of mouth" from a customer service representative that my "cancellation request" has been forwarded. I know for a fact that HSC doesn't conduct business through word of mouth, so why should I??? This company has failed miserably to properly assist their paying customers. This is in no way, shape or form a proper way to conduct business and I feel that they are taking advantage of their customers. Further, this customer service representative told me that I may incur "cancellation fees" or "administrative fees." I DID NOT incur any administrative fees when I purchased the warranty, why would I incur administrative fees when canceling? Also, I was never informed of any cancellation fee or administrative fee when I purchased the policy and I never signed any document stating such. This company has completely violated my trust and I am sure many other people have experienced the same treatment. I feel an investigation into this company's practices is needed in order to protect consumers.

Sincerely,

[redacted]Desired Settlement: I would like a change in this company's policies

Better customer care

A FULL refund of my policy and my $87.00 service fee.

A cancellation department established that can be reached by phone

Follow up emails stating what has been done per customer requests

Business

Response:

Information provided is not correct. Customer requested to cancel and the account has been cancelled as per their request. An agent ([redacted]) was assigned to the case and can be contacted at any time for questions. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint determined that HOME SERVICE CLUB did refund a portion of my policy that was never used. I did receive a refund. However, I was also told that if I hid my complaint from public view on the Revdex.com website I COULD receive a FULL refund. I opted NOT to do that. I feel that the public should know how this company chooses to operate. My complain contained nothing false. I'm just glad I got my partial refund and got away from this company.

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

Sincerely,

Business

Response:

The correct refund was issues a long time ago and promptly upon customer's cancellation, as confirmed by [redacted]. As previously stated, the information presented is not correct and HSC has done nothing wrong. Customer had requested more of a refund that she was not entitled to and as a courtesy we offered it to her with a condition that no further negative misinformation would be submitted here, including what is already existing. If customer declines the courtesy option then there is nothing left to do here and this case is closed. Should the customer change her mind and opt to accept the courtesy offer, she may contact us in writing and we will gladly extend the offer to her. Otherwise a refund has long been issued and contract is cancelled and [redacted] is no longer a customer of HSC as per her request. This case is closed.

Review: I am a new client with Home Service Club I signed up July *, 2014. My coverage was active July **. I noticed my air conditioner was not cooling my home on July ** 2014. Initially I thought my AC unit just needed an annual AC tune up. I call my heating and cooling tech to check the unit out. I informed me my unit had proper amount of free-ion in it and that it but it's failing and needed to be replaced. I told him that I had a Home warranty let me contact them. I submitted a claim on line and included my tech information in case they had any additional information. The warranty company did not contact me at all about the issue. Finally they contacted on July ** telling me my problem was a preexisting issue and that they were denying my claim as well as canceling my contract. They never even sent a technician to even confirm the claim. They said my unit was completely rusted out however I have photos to prove that that is not true. Please help

Me resolve my problem I have an elderly person living in my home. The temperature in my home registered at 93deg I don't know how else to turn to.Desired Settlement: I just want the warranty to fulfill there obligation to the contract we have just as they expect me to fulfill my obligation to pay my premium.

Business

Response:

[redacted]' policy has been cancelled and fully refunded due to fraud. His policy started July [redacted]. On July [redacted] he filed a claim for his washing machine and we sent out a professional technician. On July [redacted], [redacted] filed a claim for his AC and said he already had what he called his routine maintenance company go out and look at it and requested that we contact and use them for this claim. When we received the paperwork from this company, and spoke to them, the technician told us that it was their first time ever at [redacted]' house, that both his AC and heating were bad, heat exchanger (a unit [redacted] has not used since the winter time, while signing up with us on July [redacted] in mid-summer) is completely rusted out and deemed dangerous to use, is a mis-matched system, the compressor is burned, and the entire system is useless and needs full replacement. The appliance technician said the same for the washing machine, there is a hole in the drain pump, as well as other numerous issues, and the machine is not worth repairing and needs full replacement. We are strictly a home warranty company and do not provide home improvement or remodeling services. Our contract clearly states that mis-matched systems, physical damage, rusted out and corroded issues, and conditions existing prior to the start date of the contract are not covered. It also clearly states that we require all systems and appliances to be fully operating to the manufacturer's originally intended design and specifications at the start of the contract. [redacted] just yells and hangs up on our representatives who try to explain the facts to him. Due to that and his unjust complaints and repeated threats, this case has been sent to our legal department to be reviewed and reported to the proper authorities. While we appreciate all of our customers and their business, we do have to protect ourselves from attempts to commit fraud on our company. [redacted] is no longer a customer of HSC. Please remove this complaint.

Review: I closed on my home on August **, 2015. Through our contractual agreement, a home warranty was purchased to cover a full year after the purchase date. We settled on a home warranty through The Home Service Club.

The Home Service Club was paid in full for one entire calendar year at the time of closing.

On October [redacted], 2015 I noticed that the bottom heating element in my stove was no longer producing heat. I decided that I would file a claim through my warranty service at The Home Service Club. I was able to file a claim and was instructed that I would need to wait a day or two to hear back from someone who would be handling my claim.

A couple of days later I received a call from The Home Service Club stating that my claim has been flagged. Upon a second call, I was told that my claim was flagged as fraudulent. This claim was filed nearly two months after the contract with The Home Service Club began. I demanded to speak with a manager. I was told that they would not transfer me to a manager, but add me to the callback list. I was instructed to wait up to 24 hours to receive a call back.

24 hours passed and I called The Home Service Club to talk to a manager. The person that I spoke to instructed me that it may take up to 48 hours to hear back.

48 hours passed and I called The Home Service Club to talk to a manager. This time they did transfer me to a manager. To reiterate, they did not call me back. I needed to call them to speak to a manager after dozens of calls.

The manager explained to me that my claim was flagged for suspicion of fraud. I was being accused of fraud because I filed a claim nearly two months after beginning my contract with The Home Service Club.

I was instructed that the only way that I would be able to save my contract would be to send an inspection report from my home. Again - The Home Service Club has been paid in full for an entire year. The inspection report was not required to begin the contract, so why is it now required?

I finally agreed to scan and send inspection report documents to The Home Service Club. I sent the beginning portion of my inspection report which contains the inspection of all kitchen appliances as well as the oven which I was filing a claim for.

I have now been told that they need the entire report (200+ pages) scanned to email, or I need to contact my inspection agency and have them send a report to The Home Service Club.

I am now giving up on The Home Service Club. They were eager and willing to take approximately $500 from my account in August, but it is now November *, 2014 and they are fighting me every step of the way to perform the services that they have already been paid to perform.

This company has made every attempt to stonewall my simple oven claim. I entered this mess on October **, 2015, and it is now November *, 2015. I am no closer to a solution than when I started. I will be repairing my oven or purchasing a replacement without any help from The Home Service Club. Thanks a lot.Desired Settlement: I wish to terminate service with The Home Service Club.

I demand a full refund.

I will not accept a pro-rated refund, as you have not performed any sort of service to me or my home.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I am continuing to work with The Home Service Club's managers. It seems that there has been miscommunication on my part. I wish to close this matter and work directly with The Home Service Club for a refund.

Sincerely,

Review: After a lot of research online for home service contacts, I chose Home Services Club (HSC). I place a service call on 7/**/2015 because my heat pump was not cooling. They dispatched a contractor; he came out and fixed it. Then HSC called me and said that because I have [redacted] heat pump and a [redacted] furnace, they would not cover future service requests for either because the two units were from different manufacturers. The technician that repaired the problem explained to HSC rep that the two units are designed to work with each other. I called HSC and asked if my info was updated to allow additional service calls for the heat pump and furnace. They said no other claims would be honored. This is no more than a bs way of being able to deny claimsDesired Settlement: Honor what they said they would cover.

Business

Response:

Customer has a system that is not subject to coverage with ourplan and it is clearly stated on the contract and in numerous places.Customer's opinion is, unfortunately, not relevant and does not change thecoverage and the contract as it was designed. Despite the facts, HSC went aheadand covered the repair just 3 weeks into the customer's annual contract and gotit up and running as a courtesy and in return received this false complaint.Please remove this from our records as it is completely false. HSC is, in fact,covering what we say we do and in this case even covered above and beyond. [redacted] was never told his that mis-matched system will be covered and he neverrepresented his system as being mis-matched which is grounds for cancellationwhereas, again, HSC went above and beyond.

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:

What is clearly stated in what contract I have never seen! I asked for a the contract, they said they would e-mail it. Never got it[. What I do have, is a guarantee that my furnace and heat pump are covered. My Home Warranty Login Information.User Name: [redacted]www.hscwarranty.com PROPERTY INFORMATION[redacted]

[redacted]single family under 5,000 sq. ft.MAILING ADDRESS[redacted]

[redacted]###-###-####[redacted]BILLING INFORMATION[redacted]

[redacted] ###-###-####[redacted] My Contract Coverage Summary DetailsSTANDARD COVERAGESystems:Air ConditioningHeating SystemsPlumbing Systems (Faucets)Electrical SystemsWater HeaterCeiling FansGarage Door OpenerGarbage DisposalsCentral VacuumsPlumbing Systems (Toilet)Plumbing SystemsAppliances:RefrigeratorsOvens Ranges CooktopsDishwashersClothes WashersClothes DryersFreestanding IcemakersMicrowave Oven Built-InTrash CompactorsFood Centers Built-inTOTAL: $37.95* per month Trade Service Call Fee $125.00The trade service call fee applies to the initial visit by a contractor for each covered trade repair or replacement. Attached please find your first month statement.

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

Sincerely,

Business

Response:

The rejection is contradictory. [redacted] states that he sees whatis clearly written on the contract but then disregards it. AC and furnace arecovered in accordance to the terms of coverage. We are a warranty company anddo not cover "everything" that happens to a covered system, or"every" system. It has to meet the requirements of coverage and besubject to the terms of contract. Same as if a car had ran over an outside ACunit, it would not be covered as it is not a warranty issue, despite AC being acovered system. Contract is available online 24 hours a day 7 days a week onthe customer's account page. Should you have any issues logging in please letus know and we will take care of it. Should you desire a copy to be mailed ore-mailed, please let us know and we will send out another one.

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 currently hold a contract with The Home Service Club (HSC). In my contract it says that they will repair my pool pump should it stop working or replace it if it isn't repairable. I called HSC to send out a contractor. They sent the work order to [redacted] (###-###-####). It was the opinion of the contractor that the pump was unable to be repaired and needed to be replaced. The contractor said that there is a new law in [redacted] that states (Title 44) any new pool pump installed after 1/2012 needs to be a variable speed pump. When the contractor called HSC for authorization, HSC said that they would only pay $375 towards the pump. The pump cost is $1175. The remaining $800 is to come out of my pocket. According to my contract the only monetary obligation I have is my monthly premium (which I pay monthly, ontime) and the $125 service fee, which I paid the contractor the day he came out. I don't believe it's fair that my out of pocket cost for this work order should be $925. Please help... The weather in [redacted] is rising and my pool pump isn't working. I have the contractor coming out March ** to do the work. I am unable to wait, otherwise I will have bigger pool problems. Can you help me get my $800 back?Desired Settlement: I would like to get my $800 back (the difference of the price of the pump and the $375 credit HSC is offering).

Business

Response:

This is an obvious misrepresentation of the contract. The contractwill repair or replace up to the maximum allowed amount which [redacted] iswell aware of. This claim was promptly assigned and approved for the maximumamount allowed. This should never be a complaint, HSC did everything we weresupposed to and in a timely manner. The ** state law changed requiringresidents to replace their regular motors (upon failure) which cost no morethan a few hundred dollars, with variable speed motors which can cost over athousand dollars. This is not the fault of HSC and has nothing to do with usnor changes our coverage. Our rates remain the same as does our coverage andcaps. HSC provided excellent service and did nothing wrong. Please remove thisfrom our records.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:HSC is correct in stating that they communicated the amount they are willing to pay towards the replacement of the pool pump in a timely basis. I would like to know where in the contract it states there is a "maximum amount allow" or a cap amount per work order.

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

Sincerely,

Business

Response:

The maximums for each category are listed under section E (all categories vary). For Pool and Spa coverage specifically it is on page 9. General terms of coverage outlined in section F, also on page 9 (and 10) outlines that each repair or replacement on any approved repair are covered up to the maximum less your deductible. Should you have any more questions you can contact our customer service team at ###-###-####.

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: An initial service request was made for my air conditioner in May 2014 that was not cooling properly. The service technician added freon on May **, 2014 and noted that the indoor air handler need to be replaced as there was a leak in the system. On August [redacted] an internet service request was placed by me for what appeared to be the same problem as the system was not cooling properly again. Recognizing that it was a holiday weekend I allowed for a response until Tuesday, September *, 2014. After no contact from the warranty company Tuesday, I called Wednesday morning and was told that the company was trying to locate a technician as the previous service technician was hard to reach and was not reliable. I was promised a call back which I did not receive. Calls to the company Wednesday and Thursday afternoon resulted in a response with the name and number of a Service Company on Thursday that would contact me to set up an appointment. An appointment was set for Friday, September [redacted]. After the technician assessed the problem I was told that he was there simply to make an assessment and not make repairs. Per his diagnosis as with the previous technician, the indoor coil was leaking and needed to be replaced and adding freon would would not solve the problem as it would leak at a faster rate than it had previously. Upon calling the warranty company I was told that all that needed to been done was a recommendation by the service company. Monday, September [redacted] a call was made again to the warranty company after no contact being made by them (via e-mail or phone) and I was told the recommendation was being reviewed to determine if it was feasible to repair or replace the unit/component that was not working properly and I would get a call back. After relaying my age and the age and health of a sister that resided with me (69 and 65 and asthmatic), I was told that a notation would be added that the claim be expedited. Today, Thursday Sept [redacted], 4 days later I still have not received a call. My calls (Tuesday and today) continues to result in a response that the claim is still under review and I will get a call back. With temperatures ranging in the 80's and 90's, my home is unbearable hot!!! Open windows only add to the heat. It is the kind of weather that solicit news broadcasts to requests persons to check their elderly neighbors.Desired Settlement: Repair or Replace the unit/component without further delay.

Business

Response:

We have spoken to [redacted] numerously and hvae contacted her again today. She was offered a couple of options for resolutinos and is not sure how she would like to proceed. We will contact her again tomorrow to see what other options there may be.

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 company's numerous conversations with me was because I made calls and spoke to customer service reps who's only response was either that they were trying to locate a service(air conditioning) company or the claim was in review. I spoke with a person yesterday and was informed that an obscured clause on page 11 of a sample contract stated that if my unit (inside and outside components) were not by the same manufacturer, the company was not obligated to repair or replace it.

I look forward to speaking with a representative today 9/**. Most promises of a call has gone unheeded.

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

Sincerely,

Business

Response:

We have spoken to [redacted] and reached 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: My Home Service Club Contract Number is: [redacted]

I have two complaints:

The first complaint is for the reimbursement for my microwave. The service request for the microwave is [redacted]. Home Service Club said with a verbal confirmation from [redacted] at the main switchboard (###-###-####) said, “We will reimburse you for $175.00 after you pay for the microwave, and send us the receipt.” That’s fine, I faxed the receipt to [redacted], and now where is my check for $175.00. I have called about it twice and [redacted] said, “It is in accounting.” I was told by [redacted] that it can take up to 21 days to cut the check. Friday, August **, 2014 was the [redacted] day. I would like the check I was promised.

The second complaint was the toilet in the master bathroom. The original service request was [redacted], back in June **, 20**. At this time I put in a work order for 3 [redacted] issues with the house at that time. 2 were fixed very quickly by [redacted] at (###-###-####). I paid my $125 deductible for this service request. The issue was with the master bathroom toilet, as it started again that very night. He never fixed the toilet. So I called Home Service Club back two days later, they called [redacted], and scheduled an appointment for 5 additional days later.

The contractor never showed up for the scheduled appointment. Not a big deal, I gave it some time, and waited for [redacted] to call me back. They never called me back. I again called Home Service Club about the toilet; [redacted] again called [redacted], and got them to come out the very next day.

The contractor came out at 9:00am and replaced a top flange with the toilet and it stopped leaking for 3-days. Then, the toilet started refilling the tank bowl every 20 minutes. The tank drains into the toilet bowl, as this was the original problem. As I called Home Service Club again about the problem. There was some substantial time before the Home Service Club got back to me. That’s fine because I really try to be nice, and I know people are busy, that is why I have been extremely patient with all companies involved. At this point I just turned off the flow of water to the toilet until we could get this straightened out from (all) companies about fixing my toilet.

So again, I called [redacted] at the Home Service Club; she said it was sent to a department for handling. Never received a call from Home Service Club explaining which department it was at.

Up to this point I paid $125 for the toilet in the form of a deductible.

On August **, 2014, [redacted] from the Home Service Club at [redacted] calls me at 01:23 p.m. saying [redacted] will be out to look at the toilet again.

On August **, 2014, [redacted] came out to again for the third time, to look at my toilet. The [redacted] of [redacted] said “Isn’t there anything else we can fix.” The technician said, “No, the toilet needs to be replaced,” “it is just done, you cannot fix this toilet.”

This is when the technician made my wife pay $74.95 for the service call to [redacted] in which Home Service Club put in the request for the inspection, again, on the same toilet. At this point I have paid $199.95 total, for a broken toilet that still has the same problem from 2 months ago, and still doesn’t work. I have all of the receipt checks that I have paid to [redacted] to prove everything that I have said.

On August **, 2014, I called Home Service Club and told them about the importance of the toilet, and told them that my house only has one functioning toilet working and that I am getting tired of only one functional toilet in the house. They bumped my priority to an emergency.

I got a call on the August 19, 2014 at 12:49 p.m. from [redacted] at the Home Service Club at extension [redacted]. She tries bulling me into saying that [redacted] said, “It was a new problem and you will have to pay a new deductible.” I calmly said to [redacted], “No, that is not correct, it is still the same problem.” So, long story short, [redacted] puts me on hold while she calls [redacted]. She apologized for putting me on hold and said “I’ll call you right back.” Eventually, she calls back at 1:09 p.m. and says, “[redacted] is not picking up my phone calls any more. Let me try to call them again and I’ll get back with you.”

On August **, 2014, [redacted], another plumber from [redacted] called me and said he will be out tomorrow the [redacted] at 9:00 a.m. His phone number is ###-###-####. He came out and looked at the toilet and said the top flange wasn’t properly put in and then called Home Service Club because he had to have authorization to even start working on the toilet. My wife heard the whole conversation because the call was on speaker phone. [redacted] explained that if the flange underneath the toilet was fixable it would be $150.00 and if the part was broken it would cost $250.00. [redacted] went back and forth with [redacted] about parts of the toilet, she needed him to spell what the part was that he was replacing, and at the end she stated, yes, you have the authorization to either fix or replace. [redacted] then restated when the job is done you will pay me, either $150.00 or $250.00 and [redacted] said, “Yes.” [redacted] opened up the toilet and the wax ring part was cracked and had to be replaced, along with the bottom flange. At no point during the conversation or, even during the contract Home Service Club had with [redacted] did any part of it mention another $125.00 deductible for the same problem.

[redacted] replaced parts on the toilet, and it was a fix we were (all) unsure of. The toilet was 12-years old, and was having major problems. We were concerned that it would still leak, so I paid out of pocket $250.00 for a new toilet at this point. There is no reason for a plumber to come out for the 5th time. I was so fed up with the toilet, I just wanted it fixed!

However, [redacted] calls back [redacted] after the work is complete and said, “The customer still has to pay the $125 deductible, so any further collections is between you and the customer.” [redacted] stiffed the contractor! [redacted] at extension [redacted] stiffed the contractor! We ended up paying the contractor on behalf of Home Service Club, who came back for his $125.00 “Deductible” the very next day.

At this point I have a fixed toilet, and paid $324.95 total for a toilet that should have only been a $125 deductible. I don’t understand why I paid $324.95 total for a toilet when my contract says this:

4. [redacted] Systems (Standard Coverage)

COVERED ITEMS: Mechanical parts and components of the following: interior hose bibs; angle stops; risers; shower and tub valves; gate valves; waste and stop

valves faucets (replaced with chrome builder’s standard); toilet tanks and bowls; and related mechanisms (replaced with two-piece white builder’s standard); wax

ring seals; toilet mechanisms within the toilet tank; repair of leaks and breaks in waste, drain, or vent lines within the perimeter of the main foundation of the

home are also covered except if caused by freezing or roots. HSC will cover up to three (3) toilets.

And a “Trade Service Call Fee: $125.00.”

I called [redacted] at [redacted] on Friday at 8:32 a.m. asking to speak to her [redacted] on why I had to pay an additional $125.00 for a toilet that I already paid a deductible on.

The grand total now for a new toilet through the Home Service Club was and is $574.95 at the cost to me. I waited all day and I did not receive a phone call back. I called [redacted] back after they closed at told her, if your [redacted] doesn’t call me back and explain why I paid $574.95 for a $125 deductible, by noon on Monday August **, 2014, I’ll be going to the Revdex.com. Home Service Club is blatantly ignoring me at this point. They have not returned my phone calls.

And now…here we are, at the Revdex.com.

Call me for questionsDesired Settlement: First off, I would like an apology from the Home Service Club for putting me in that embarrassing situation when [redacted] at [redacted] stiffed [redacted] (the plumber) and for putting me in that predicament. That was completely embarrassing!

I would like my check for the microwave for $175 or, at least an estimate of when I should be expecting that in the mail.

I’ll do some simple math for the Home Service Club:

$125 original deductible + $74.95 [redacted] technician fee = $199.95

$199.95 total + $125 paying [redacted] on behalf of the Home Service Club because, [redacted] at extension [redacted] stiffed the contractor = $324.95

$324.95 minus my original deductible for the toilet of $125 = $199.95.

I feel the Grand total of what the Home Service Club owes me is $374.95

$324.95 total cost to me, minus my original deductible (of $125) = $199.95 + 175 microwave reimbursement = $374.95.

I am not even asking Home Service Club to pay for the new toilet. I was so fed up with the problem, I paid out of pocket! All I am asking for is $199.95 for reimbursement for the toilet. One cost is for the $74.95 technician fee from [redacted]; and the other cost is $125.00 in which I paid to [redacted] on behalf of the Home Service Club. I shouldn’t have to pay two deductibles for [redacted]’s incompetence in their [redacted] ability, to repair one toilet!

Call me for copies of the checks for proof, and please call the contractors for verification. I still have all of the receipts to prove (all) of what I am saying.

In the end I still went to Lowes to pay $6.65 for the toilet supply hose from the wall to the toilet, and PTFE (Teflon) tape that was leaking as well! That is the kind of hassle that I have dealt with from the Home Service Club. If you want proof of that let me know, I’ll fax that receipt from Lowes into the Home Service Club as well.

Here is the proof for my trip to Lowes:

$5.49 for the (1) 3/8 inch by 12 inch supply line

$1.33 for the ½ inch by 520 inch PTFE Tape

Total= $6.97

$6.97 + tax (.38 cents) = $7.35

10% off Military discount saving .70 cents

For an additional total of $6.65 for the supply line and Teflon tape.

In the end, I think the Home Service club should have to pay for this as well. The total, with my trip to Lowes is $381.60.

Call for questions,

Business

Response:

We apologize for any inconvenience [redacted] may have encountered. Here is a list of issues that were resolved:

1. the check for the microwave is mailing out this week on schedule, it is not late and on time. We will expedite it to go out today or tomorrow.

2. the faucet was repaired.

3. the toilet was repaired initially by [redacted], HSC paid for the repair and [redacted] paid his deductible. Then they went out again for what they claimed was a new issue. And collected $75 from [redacted] as it was within his deductible. Then they went out for what was a call back for the same issue as before, and this time said they were unable to fix it. After having paid a lot of money for the repair, we sent out another plumber to look at it. County [redacted] went out and repaired the issue. We have spoken to [redacted] from country [redacted] today and have confirmed that the issue is in fact fixed and we have paid him his entire bill of another $250.00 on top of what HSC has already spent repairing the same toilet. [redacted] does not need to pay anything to county [redacted].

In summary, all 3 claims are repaired/resolved. [redacted] paid what he was supposed to. The only extra was the second trip from [redacted] which they insist was a separate issue. Again, [redacted] does not have to pay anything to county plumber for the last visit, they have been paid in full by HSC. Thank you.

Consumer

Response:

I would personally like to thank the Home Service Club for expediting the check of $175 for my microwave. I do accept your apology for putting me in the situation between [redacted] and myself. I would further like to extend my gratitude to the Home Service Club for calling [redacted] and rectifying the situation in the form of an additional payment. As [redacted] is giving me my check back as soon as the $125 goes through on the Home Service Clubs’ Credit Card.

Thank you to the Home Service Club for being honest, and I was wrong for trying to make you pay for the $74.95 that [redacted] erroneously charged me. I would also like to apologize for taking it to the level of the Revdex.com. In addition, I would like to thank you again, for giving this situation the attention I felt like it deserved. Thank you (Home Service Club) as you have, once again, restored my faith in your company. I am now, a very, very, very pleased customer. Thank you again.

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

Sincerely,

Review: I filed a claim in June. The Home Service Club agreed to reimburse me for out of pocket expenses to repair hot water heater. It is now the end of Sept - 90 days - no check. It was supposedly issued on 6/**. Then some sort of error ensued on their end, and check was voided (?). Then the 6/** check showed up postmarked 9/*. I contacted them back, they said not to deposit, the check had already been voided. No one could explain how it ended up mailed to me with a Sept postmark. They said I would have a replacement check in a week. No check. Called back, they are now saying it could take up to 30 days. No apologies, no ability to escalate, can't even reach them via their website....Amount due to me is $435.Desired Settlement: Marked refund box because it seemed to be closest option, but it really is not a refund. They need to pay me the money they agreed to pay me, and that I am entitled to based on the contract we have in place.

Business

Response:

This issue has been resolved. We apologize for any miscommunication or inconvenience. Should any further issues come up please feel free to contact the assigned supervisor, [redacted], directly.

Review: Hello,

On 11/*/2014, I signed up for a warranty plan with Home Service Warranty for my home in Redlands, California. In March 2015, I called to schedule a service call for a leaky faucet. The plumber that came out was extremely unprofessional. He said he was too busy and he requested that I do an online search for the necessary parts needed to fix my faucet and then call him when I get the parts so that he would come install them. Obviously this is not how it's supposed to work, so I called the Home Service Warranty complaining about this plumber and wanting to cancel this service call because I was so unhappy with this experience. I was called a few days later by a manager asking me if I really wanted to cancel the service call and I said yes and even asked her if I was still going to be charged for the $125 service call fee since he didn't fix anything and she said no they will wave this service charge. Yesterday, I called to report a broken pool pump and I was told that my contract was canceled!!! So back on March instead of just canceling my service call they canceled my whole contract! I never got a email or letter saying my contract was canceled until yesterday when I asked them how come I never got an email or letter. I talked to a manager, Stacy C[redacted] ext. [redacted], who was very unprofessional. She would not even let me get a word in and I have to repeatedly tell her to let me talk. She accused me of fraud and said that it sounds like I canceled my contract and now that something is broken then I want them to fix it for free. This is extremely unprofessional and they should not be accusing their patrons of fraud. She also threatened to mark my account for fraud. I am a medical professional, making over 500k a year, living in a $1.5 million house and there is absolutely no motivation or reason for me to lie so that I get a $300 pool pump fixed for free. This is ludicrous and I am extremely offended and demand an apology. I have already fixed my pool pump on my own because I can't wait but I am extremely unhappy with how I been treated and I would like my contract to be reactivated since I never asked for it to be canceled.

ThanksDesired Settlement: Reactivation of my contract.

Business

Response:

This is FRAUD and is being handled and reported as such. [redacted] is not our customer. Please remove this from our records. He cancelled his contract many months ago and has not paid any monthly premiums every since. He requested to cancel with more than one representative including a supervisor who tried to save his contract. Many months later, after not paying for his service which was cancelled per his own request, he called in because he had a claim. First thing he asked was "if" his contract was still active because he knew it was cancelled. 1. He cancelled his plan a long time ago. 2. He has not paid any premiums. 3. He is not a customer of HSC. 4. He blatantly lies and accuses. This is slander and fraud and HSC has no obligation to do anything here other than handle any fraudulent activity appropriately.

Consumer

Response:

This is ridiculous. Why would I want to fraud this company?!! I am a doctor and assistant professer in the department of [redacted] and my wife is an anesthesiologist as well. Combined we make close to a million dollars so why would I want to fraud over $300!!!! I want to listen to the recorded call where I allegedly said that "I wanted to cancel my contract". I said I "wanted to cancel my service call". When I signed up for the contract in 11/2014 I also signed up for automatic paymant via my credit card. I spend 5-10K a month on that card so I really wasn't looking at it for their $67 monthly charge every month so I did not notice when they stopped the automatic payment. When I called recently, I first asked was if my contract was active because I wasnt sure which company I had my contract with. I get emails from several companies and I dialed the number from one of the emails and before signing up with Home warranty, I had a contract with American Home Shield and so when I called I wasnt sure which number I had dialed. So, once I was told that I did not have a contract I immedialty looked at my credit card to see which company I was paying for and called back immediatly to find out why my contract was canceled. It looks like I was paying up to 4/2015. I still dont understand why they would cancel my contract without sending a written notification. Obviously, this company hires employees that are not the best at communication because if they were then they would clearly have heard me say I wanted to cancel my service call and I never said "cancel my contract". Also, I asked them if I was going to be charged the $125 service charge, why would I ask that if I wanted to cancel my contract!!! Fraud is not a light allegation and the fact this representative of the company keeps using this word is extremely worrisom from a litigation stant point for the owners of this company. If they are 100% sure that I said "cancel my contract" then they should have no problem letting me listen to it.

Business

Response:

This was already responded to and there is nothing new here.Customer CANCELLED his contract and has NOT PAID the monthly premiums eversince. He, in fact, requested to cancel with a customer service representative.He then, in fact, received a call from a supervisor in cancellation who askedwhy he wished to cancel and attempted to save the account and help him. Thecustomer was threatening to cancel numerously before that as well. He thencalled back and spoke to the same supervisor and decided to cancel and not keepthe contract. The supervisor went over everything with him and told him thatshe would waive the cancellation fee and would approve and process his requestto cancel. He never called back or paid since. [redacted] claiming that he makesmillions of dollars and spends so much on his credit card that he does notnotice if his bills are paid or not does NOT, by any means, change the factsthat our company was not paid for the contract and he cancelled the contract.Just like [redacted] claiming that he wasn't sure which company he had a contractwith because he gets emails from different companies does not change any of theactual facts. This case is closed, [redacted] is not our customer, and there isnothing else to be done here.

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:

It's really sad to see a business make a mistake and not admit to it. This is obviously a misunderstanding where I said to cancel my service call and they assumed that I want to cancel my contract. And to prove that I can guarantee that there is not a quote from the recorded phone calls where I am saying "I want to cancel my contract." The fact that they automatically assumed that I wanted to cancel my contract says a lot about their business- I'm guessing a lot of people call to cancel their contract because I see a lot of bad reviews online. In any case, they canceled my contract without written notification which i'm not sure how legal that is. Revdex.com, I appreciate your time and help to try to resolve this but it does not look like this company is willing to admit that they messed up. You guys can close the case. My lawyer will send them a letter at a later time. Thanks.

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

Sincerely,

I have to say this company really does their job it’s so scary how other companies take our money without coming or even knowing what I am complaining about but this company is straight forward with their customers they tell you what they cover and that they don’t so you’re not surprised at the time that u call and try to make a claim. They really are a great company.

Review: Purchased a home warranty for a house I own in [redacted]. Paid 11 months on the 12 month contract when my air conditioner went out. I called this company and they sent out a technician to diagnose. They found it was an evaporator coil that had failed due to normal wear and tear. They called in their diagnoses to HSC and reported there findings and were asked the following questions: make of unit, diagnosis, cost of repair, refrigerant used, capacity of refrigerant, and was there any rust or corrosion. Notes on questions answered was taken by office of the repair shop used and I can supply name and number of person who answered them. HSC called me and said that the claim would not be covered because the unit was in horrible shape and had never been serviced and that they do not cover anything that has rust or corrosion. So I called the office of the technician that looked at the unit and spoke to the person that answered the questions for HSC and she told me the questions she answered and told me she never said anything about the condition of the unit only that there was some rust and corrosion in the unit but that the coil had failed from normal wear and tear. So I called back the lady that had been handling my claim ([redacted]) so that she could speak directly with the company that diagnosed the repair and explain that the unit was not in the condition they put in their report and that the coil had failed due to normal wear and tear. [redacted] would not call me back or answer any emails, I tried to four consecutive business days to get a hold of her and she would not respond, I could only speak with the customer service people who answer the phones and they would tell me I have to speak to [redacted] and they could do nothing for me. So I was not even allowed to dispute the rejection of my claim even though the rejection had falsified information in it. I was not even able to speak to the person handling my case because she refused to call me back. The last customer service person I spoke with said she could either send [redacted] a message to call me or just cancel my account. All customer service people were extremely rude and unhelpful on the phone. The clause they are using to deny my claim is that they will not repair anything that has rust or corrosion which allows them to deny just about any claim made if the technician answers yes to the question was there any rust or corrosion in the unit being repaired. Anything that has water running through it such as coils in an ac, refirgerator coild, pipes, ect will have corrosion...Desired Settlement: I can not wait any longer to get the AC repaired so I am forced to pay for the repair myself. HSC needs to reimburse me for the cost of the repair.

Business

Response:

We spoke to the customer and this case has already been resolved.

Review: We are fairly new customers to The Home Service Club and decided to switch to The Home Service Club based on previously bad experiences that we had with our former home warranty company doing everything in their power possible to delay and deny a claim that we had for our air conditioner. When I spoke to the sales representative he was extremely professional and listened to my previous experience and reassured me that I would not be working with a top-rated 4 Star Company in The Home Service Club and that I would be treated like a valued customer and not experience the same run-around that I did with my past company.

I hate to believe that he flat out lied but my recent experience filing a claim with The Home Service Club is forcing me to believe just that. A couple of weeks after the new year the electricity in our family room unexpectedly went out. I went out and flipped the breaker and it came back on but 30 minutes later the lights in the living room began to flicker and the power in the room when out again. When I went out to the breaker box I could hear a sizzling sound and see that the breaker for the living room was flipped again. Concerned about the sizzling sound and a potential fire we immediately called an electrician out on an emergency call to look at the unit. When he arrived and examined everything he determined that our breaker box was going bad and needed to be repaired. I asked him to turn off everything to the living room and for an estimate for me to give to my home warranty company.

I filed a claim with The Home Service Club and was called the next day by my claims representative, [redacted]. [redacted] indicated that all that she needed was the estimate from the repairman and a copy of my home inspection from the original purchase of my home. I emailed both of those to her within 10 minutes. She said that she would get back to me. This was on January [redacted] 2015. Three days later we were still sitting without electricity in our many living area and no word from our claims representative [redacted] so I emailed and called her and asked for an update. [redacted] called me back 3 hours later and told me that she was denying my claim because I was a new customer so there is no way of them knowing if my electricity was bad before I started the policy. I asked her how long do you need to be a customer before an issue in our house will not be determined a pre-existing condition? I said that since The Home Service Club did not do an inspection of every appliance or system in my house prior to taking my policy payments then under her reasoning they could deny any claim that is made based on the fact that the issue could be a pre-existing condition. She agreed that my home inspection did not reflect any issues with my electrical system but said that The Home Service Club has no way of knowing if any issue in my house might have existed prior to my policy. I told her that reasoning makes no sense and that unexpected system failures in my home is the only reason that I would pay for a home warranty policy.

I asked if I could speak with a [redacted]. [redacted] said that I could but that it may take up to 72 hours for a [redacted] to call me back. I said that is fine but that I need to speak with a [redacted] as soon as possible. It is now January [redacted] and I have not heard from The Home Service Club and [redacted] has been unresponsive. I am beyond frustrated as the company is still taking my premiums but has no interest in assisting me when I have a real issue! Obviously if I cannot get this remedied I will cancel my policy as it makes no sense to pay an insurance company that does not believe in paying or addressing their policyholders’ claims.

I am very frustrated and disappointed as I expected more from The Home Service Club based on the promises made by my sales representative.Desired Settlement: I would like for the company to honor our claim. I do not care if one of the company's contractors fixes our electricity or if we use our own contractor and The Home Service Club pays the claim. We have a 9 month old baby and we just need our electrical system functioning properly in order to keep her safe!

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 became HSC members in 9/**. On October **, 2014 we noticed a leak dripping down a pipe, through the floor boards of the basement ceiling. The water is dripping onto electrical lines that are running in the basement. We made a phone call first thing Wednesday morning to report the problem and to request service. After 12 minutes on hold, customer service finally advised that someone would be back to us within hours. By 3:00pm, we still hadn't heard back, so we called them and we were told that they couldn't get to us until the following week. I guess we would have never known that if we hadn't bothered to call to find out. We reiterated that water was running across electrical lines and asked them to find someone to respond more quickly. They provided the name of a company that would be contacting us to set up an appointment. We hadn't heard from anyone for a few more hours, so we called the company ourselves. The appointment was set up for Thursday morning. The problem was diagnosed as the main drain line leaking from the master bathroom, which runs down through the wall into the basement. He said drywall would need to be cut to access the pipe. No other fix was available. Contractor advised that he needed to contact HSC for "approval" to start the work. The contractor submitted his report and as of 4:00 Thursday, HSC never got back to him to approve the work. We contacted HSC ourselves several times on Thursday and they continually said our request was in the approval department. There was no way to talk to anybody in the approval department, so we requested to speak to a [redacted]. They have no way to connect to a [redacted]. They claimed they would put in a request for one to call us back. One never did. On Friday, our contractor told us that he had contacted HSC 3 times with no answer on approval. We contacted again on Friday morning to check on our status and requested to speak to a [redacted] yet again. Customer service said there was already a request to have one call us back. This is now 4 days later, 8 -9 phone calls later and no [redacted] has returned our call. No approval has been made as of yet and water continues to drip down over electrical lines. We called back one more time on Friday afternoon and the call was directly connected to a voicemail. This is a complete breach of contract, not to mention a hazard! These people should have their license suspended for poor/fraudulent business practices. We'll be forwarding this incident to the State Attorney General's office!Desired Settlement: IMMEDIATE dispatch of a contractor to FIX this leak to fulfill contract. When this is finished, I want a FULL REFUND of all contract payments for compensatory damages and cancellation of this contract.

Business

Response:

This 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:

We would like to note, for any other customer's sake, that this ordeal took 6 days to resolve which we find to be unacceptable. By the time they "approved" this job, the contractor couldn't even schedule for until 4 days after that. Also, the contract clearly states that HSC covers the leak up to $500. I asked if the $125 service charge fee would be paid directly to the contractor. They said yes. Ok, no issues there. My husband called back to clarify, thinking that if the plumber billed the amount for $625, we'd pay $125 and HSC covers the $500. They said no, they will only pay $375! Nowhere in the contract is it written like this. Nowhere does it say that our service fee is part of the covered amount! This is a clear breach of contract. We requested, for a 3rd time now, to speak to a [redacted]. One never, ever attempted to contact us. I am still asking for cancellation of this contract!

Sincerely,

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

Sincerely,

Business

Response:

Thank you for your reply. The contract is available to our customers as soon as they sign up and to all potential customers when they request a quote before they sign up. Our sales representatives are there to answer any and all questions our potential customers may have and to explain it to the best of their ability. It is not practical for them to read over the entire contract. We always strongly urge all customers to go over their contract and ask us any questions that may come up. You can, most certainly, cancel at any time. Early cancellations, however, are subject to the cancellation policy as stated in the contract. We are happy to waive the cancellation fee and cancel the contract early, however the cancellation policy is there specifically to protect our company from people who sign up, get an expensive repair done, and then cancel. That is not a service that our company provides as we are strictly a home warranty company and do not provide home improvement services. As a good will offer, if [redacted] wishes to cancel his contract, we can waive the cancellation fee and split the repair amount HSC paid on the claim with [redacted] 50/50, and apply the premiums paid towards his portion to lower their cost. Should [redacted] accept our offer we would need to have a written agreement signed to that effect. Should [redacted] wish to keep his contract, we will be happy to proceed with it and have offered, as a one-time courtesy, to waive their next deductible on whatever the next claim may be. Thank you and please feel free to contact us directly at ###-###-####.

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.

Thank you for agreeing to help us with the cancellation of this contract. We agree to your offer as written:

"As a good will offer, if [redacted] wishes to cancel his contract, we can waive the cancellation fee and split the repair amount HSC paid on the claim with [redacted] 50/50, and apply the premiums paid towards his portion to lower their cost. Should [redacted] accept our offer we would need to have a written agreement signed to that effect."

If my math is correct, we would owe you $81.60. I believe another payment, in the amount of $52.95, will hit the credit card this week. So I will leave it up to you whether you want to let that hit the card and deduct that amount from the $81.60. If you have this as a written agreement, we will sign and send it back to you as soon as possible.

We appreciate your cooperation in this matter.

Sincerely,