Home Service Club Warranty Corp

Review: I have a home warranty with Home Service Club (HSC) covering all my home mechanical systems/appliances. There are of course limitations and non-covered items associated with the mechanical systems. My air conditioning system failed Friday, 9/**/14, but I wasn't sure that of that so I waited to try it again on the weekend. It was not cooling so I tried to submit a claim but there was not telephone access and I could not get the website to work either. I called-in the claim Monday and a service person was able to come by and check the unit that same day (yesterday). Great service so far. The technician found that the coil needed to be replaced but he had to get that approved by HSC first. Today I finally connected with HSC and they approved the coil replacement but the Freon isn't covered so I would have to pay $525. I thought that was very high for Freon so called the company to check on that price. That price did not come from the mechanical company. I told HSC that I wanted the repair done but would get my Freon somewhere else since it isn't covered. They don't allow that. After much discussion about them dictating how non-covered items are handled they agreed to reduce the amount due by the $95 deductible that I already paid. I then told the representative that I plan to make a report to Revdex.com regarding their handling of this claim. She put me on hold then returned to tell me they would not be allowing the repair and would be forwarding the information to the Fraud Prevention unit because I "threatened" them. Fraud Prevention would contact me is 24 to 48 hours. I was informing them that I planned to file a complaint - it was a threat nor did I say it in a threatening manner. I informed them that my daughter has [redacted] and we both have [redacted] and that getting the a/c working was important to our health. She would not let me talk with a supervisor or their legal department.Desired Settlement: Working air conditioning unit fixed as soon as possible - this week.

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: This is by far the worst customer service I have EVER encountered. The so called "sr Supervisor, Stacy C[redacted] at extension [redacted] made a bad situation ten times worse and she is the reason for this complaint above anything else that occurred. This individual should be fired! She is the rudest and nastiest person in customer service I have ever had the displeasure of dealing with and you should be ashamed that she is representing your company.

I filed a water leak claim yesterday, 12/*/15 and it was my belief that I would receive same day service since I have purchased the most comprehensive service plan from this company. I was not extended this service and made an appointment for the plumber to come out today 12/* between 12 and 4. I received a call around 1:30 PM from the plumbing company, Elevated Plumbing that they could not honor my appointment and needed to reschedule again! My husband took time off to be there at the designated time only to learn they will not be showing up.

I immediately called the warranty company to inform them of the problem and spoke with easily the rudest person I have ever in life had to deal with, Stacy C[redacted]. She assumed I was calling about the complaint I wrote the day before letting them know that I was upset that I could not receive same day service. Instead of allowing me to explain why I was calling she continuously and arrogantly spoke over me. I kept telling her to stop talking over me and she kept doing it over and over again. I ended up hanging up on her because I could not get a word in edgewise. I will be leaving a review of this experience on every consumer site, however based on this experience I am quite doubtful that customer service and retention is valued at this company. That Stacy C[redacted] person should be fired on the spot.Desired Settlement: I have paid for a service and I want the job completed ASAP. I want Stacy C[redacted] reprimanded or better yet terminated because her behavior was outrageous.

Business

Response:

Our records indicate that this claim has already been resolved. We would also like to take the opportunity to again stress that although we try to be as fast as possible when it comes to having technicians go out, and we try whenever possible to assign them and send them out on the same day, we cannot guarantee same day service as it depends on the availability of the local service providers. We apologize for any inconvenience and are here to help with any future claims.

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 person is responding to my very first complaint regarding the lack of same day service. My biggest complaint and the actual complaint filed with the Revdex.com was regarding your so called " Sr. Supervisor, Stacy C[redacted]. I stated in my Revdex.com complaint how rude and outrageous her behavior was, but I can tell by the slow response to this complaint that excellent or even adequate customer service is of very little importance to this company. As far as I'm concerned this complaint has not been resolved because it hasn't even been accurately addressed.]

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

Sincerely,

Business

Response:

All complaints and/or issues on the account have been addressed. The supervisor in reference was taken off the account and all conversations will be reviewed and handled accordingly. The account was transferred over to a corporate supervisor.

Review: My home A/C stopped working on * Sep 15, I filed a home warranty claim with The Home Service Club (HSC) on * Sep 15 and they dispatched a local contractor on * Sep 15. The contractor found multiple issues with the A/C unit (cracked coil, failed blower motor) and recommended to HSC a full system replacement. HSC contacted me on or around ** Sep ** and said they would need a second opinion, despite the failed components being covered under my contract. I did not hear from HSC or a contractor until I requested a supervisor call on ** Sep. The supervisor (Stacy Clark) called me to let me know she was looking into the claim and would get back to me. I have not heard back from them as of ** Sep even after multiple calls and messages. When I called today, I was hung up on by a service representative. My credit card has been authorized by HSC to be charged by the contractor for the service call.Desired Settlement: Coverage of replacement A/C unit at the maximum contracted amount ($2500).

Business

Response:

This claim is being worked on and the allegations in this complaintare not true. Coverage of the issues has not yet been determined. Norepresentative ever hung up on the customer. And HSC makes no authorizationsfor third party contractors to charge the customer's credit card. HSC paid forthe first service call and has advised the customer that a second opinioncompany will be going out at no expense to him. A second opinion company has,in fact, been set up and the customer was informed. We understand that thecustomer, especially with what is likely a pre-existing issue, wants everythingdone as fast as possible, and HSC does try to get everything done that way -there are still procedures and a process that must be followed. The technicianis available and should be scheduling with the customer per their earliestconvenience. Once all information is received, coverage will be determined andthe customer will be advised.

Review: I purchased a home warranty with The Home Service Club after seeing my neighbors A/C unit go out and the pain they went through. I live in the deep south and temperatures can reach the mid 90's easily and humidity only increases the veracity of the swelter. The home is a new purchase and the inspection results didn't turn up anything but I went ahead and got the warranty as peace of mind for the family.

I came home from work on Tuesday July [redacted] to find my AC was blowing air but it seemed to be ambient temperature and it was in the upper 80's inside the house. I went online that evening and filled out the work request form to have a technician come out and troubleshoot/fix the problem. I didn't hear anything from the company the next day so I phoned them in the mid afternoon to see what the process is and when I could expect a response. I was told that they see my claim and I should hear from a technician by the next day to schedule an appointment.

I didn't hear anything Wed. and waited till mid afternoon on Thursday to call back. I was told by the customer service agent that he would fwd the claim up so it can be reviewed quickly and send someone out to look/fix my air conditioner.

Patience may be a virtue but so is persistence. I didn't hear anything on Friday in the morning so I phoned the company at 1300 CST and was told that I will receive a phone call within 2hrs. At 1545 CST I phoned again, after not hearing anything from the company or a technician. I spoke with [redacted], explained the situation where she informed me it was in a "open claim" status and they were trying to find a technician. I explained that temps in the house have been reaching the upper 80's, I was tired of making the phone calls and not hearing anything from this home warranty company and asked exactly when I could receive a call. [redacted] told me that she would return my call within 10 minutes. This is the part that is the most dastardly. I gave her 20 minutes and then phoned the company again to hear a recorded message that they were closed for the day. [redacted] led me to believe that I would receive a quick response, all the while knowing that she would be out of the office and starting her weekend in that 10 minutes. It is now the weekend and I am certain the company is closed, I won't receive a call from any technician to come fix my AC and my family and I will continue our slow roast.

As of now, it has been 4 days (including the day I did the online request) since I filed for service with the home warranty company. I have had to call them everyday, sometimes a couple times/day and I continue to be misled. If for some reason they are having issues with finding a technician tell me that, email me that or communicate with me in some form or fashion. I have been getting the run around by the customer service agents this entire time and believe it is a dishonest way to run a warranty business.Desired Settlement: At the least I would like an email or phone call (especially when I am told a specific time by [redacted]). I EXPECT this home warranty company to honor their end of the contract and arrange a technician to come out and diagnose the problem vs. ignoring their customers. I would like to have my AC diagnosed by Saturday July [redacted]. If they cannot arrange a weekend appointment I would like one on Monday.

Business

Response:

Service was assigned Friday, before this complaint was filed and a representative contacted [redacted] to inform him. A mehanic is scheduled to go out this evening.

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:

A technician may have been contacted on Friday after normal business hours but he was not provided with any information that would allow him to make a service call. I have submitted all documentation the company requested in an effort to expedite the simple process of having someone come out and look at the air conditioner unit. I have had to do all the work and still have no idea what time the technician will be coming out tonight if at all. Home Service Club could not tell me what time and the technician cannot be reached. I have left three messages today. As of today, it has been 1 week without air conditioning in the house and the company continues to drag its feet in simply getting someone out here!

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

Sincerely,

Business

Response:

We have spoken to the mechanic on Friday and today and confirmed he is coming out tonight and has all the needed information. We will also e-mail [redacted] all the information.

Review: I contacted Home Service Club on 10/**/15 to submit a claim for service. My air conditioning stopped cooling over that previous weekend.

One of their contractors from Element Solutions in Riverview, Florida contacted me within an hour to schedule an appointment. The technician arrived the next day and diagnosed that my compressor was not functioning and that the pressure in the system was low. He spent about 30 mins in his truck, came back in collected his fee and told me that the Home Service Club would be in touch because he would need to come back out to complete the repair.

Later, I received a call from a Home Service club representative that told me there was a leak and the system was out of freon gas, which was pre-existing because it according to Home Service Club, the freon was leaking before my service contract started nearly 3 weeks ago. However, the system just stopped cooling this weekend. They suggested I contact the technician to get his rates.

I contacted the technician, he told me that I would need to pay for a freon leak test, labor to replace the compressor since it was under warranty and a $50 fee for him to fill out the warranty paperwork. He estimated a total of $900 in addition to the $125 trade fee.

I then called the company that originally installed the system, they were there within an hour. Their diagnosis indicated that the compressor was indeed working and the only issue was a freon leak. They performed a leak test, repaired the leak and the system was up and running for $315 (including the service call fee).

Firstly, I'm not sure why my issue wasn't covered, because it did not exist prior to the start of the contract. In addition, I feel that the technician either mis-diagnosed the issue, mislead me or simply wanted to collect the trade fee and leave. I'm not sure why he wanted to replace a compressor that didn't need replacing or why it would've cost me $900 to repair it.

Very glad I got a second opinion and very disappointed with The Home Service Club, what a terrible experience!Desired Settlement: I would at minimum like the trade fee of $125 reversed. The technician's diagnosis was incorrect and incomplete and that is assuming he did not purposely mislead me.

Business

Response:

Customer started with HSC on 10/**. Filed a claim on 10/**,

exactly 2 calendar weeks after starting. Customers unit was low on freon and

the compressor was failing. Based on the condition, inspection and diagnosis of

the system, no professional technician with their license on the line and in

their right mind would even consider claiming that such an issue has just

spontaneously started. It is very crisp and clear that this system had this

issue well before the start of the contract. Our technician not only did a

thorough diagnosis, but confirmed the unit was under manufacturer's warranty,

and proposed the best possible options to get the issue fixed. What the

customer did for $315 by the company who installed the system (possibly

incorrectly to begin with since it developed such issues so fast) who has no

interest in doing what is best for the future we do not know. However that is

not the price to replace any of the bad major components that should have been

replaced. Seems as if the customer may have just filled up the unit with freon

and maybe added a leak stop, again we do not know, however the major components

which are bad should be replaced while still under manufacturer's warranty and

the system should be checked for proper installation. Compressor does get

affected and does go bad when ran on low pressure/freon and leaving it is a

risk that it will go bad sooner than later once the warranty expires. It's life

expectation gets significantly lowered and it may even completely fail. We are

not sure why this is even a complaint. HSC did nothing wrong and requested for

our tech to extend our prices and give the best possible solutions for the

future for the customer. We gave the customer the benefit of the doubt that he

did not know the system had issues, though it is now very questionable. The

system is not subject to coverage until replaced or satisfactory repairs are

performed by an approved trusted professional company and approved by HSC. We

are strictly a warranty company and do not provide home improvement or

remodeling or general contracting services. Such companies should be contracted

accordingly and with their respective rates. This should have never been a

complaint and the account will be reviewed.

Consumer

Response:

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

Again, nothing is or was wrong with the compressor, according to the Trane authorized dealer/technician. This issue was not and did not exist prior to the contract start dare, I also do not appreciate it being implied that I was aware of the issue. At this point, I would like to request that my contract be cancelled and fees be waived.

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

Sincerely,

Business

Response:

To even consider suggesting that this issue is a "new"

issue is completely absurd and inconsistent with the facts. This was, in fact, an issue existing well before

the start date of the contract and claiming otherwise is unprofessional and a

blatant misrepresentation of facts. The system was not, in fact, operating

properly according to the manufacturer's originally intended design and

specifications at the start of the contract as is required. The unit had a Freon

leak and was running on low Freon for a long time. The cancellation is subject

to the cancellation policy and we would like to request that such a false

complaint be removed from our records.

I have had this home warranty for a bit more then a year. We just had a problem with our roof, when I called the home warranty they assured me that they would have someone out to me the next day. Sure enough they had a roofer out to my house. He was really nice and he did a great job. I cant imagine what I would do with out The Home Service Club.

Review: I joined the Home Service Club on 7/**/2014. I am a single mother and homeowner and the club seemed like the perfect choice for me. After the ten day waiting period, my contract was supposed to become effective on 8/*/14. I had no need for service immediately at that time. 4 Weeks later, on 9/*/14, I contacted HSC for a service request due to my furnace not working. Not even ten minutes later, I receive a phone call from the HSC cancellation department, advising me that my contract is being cancelled and no services will be performed. All my paid contract fees will be refunded, and they can not give me a reason as to why I am being cancelled. My home is not in foreclosure or for sale, I did not have excessive service calls, and my fees were paid up to date. It is unacceptable that they are unable to provide a legitimate reason as to why they chose to cancel my contract. This company does not stand behind their contracts and does not deliver what they promise and advertise. I will be contacting a lawyer for a breach of contract case. This is a shady, disreputable, dishonest company that leaves their customers holding the bag when they are in need and they should be ashamed of themselves.Desired Settlement: FULFILLMENT OF CONTRACT

Business

Response:

[redacted] signed up for our warranty service in the middle of a hot NJ summer and filed a claim on her furnace. In hot weather when the heat is not in use and the air conditioning is, [redacted] stated that her heat does not work. Please note that we are not a home improvement company and our contract requires that all systems must be fully and properly operational to the manufacturer's originally intended design and specifications prior to the start date of the contract. [redacted]'s furnace which is not used in the summer time has not worked, at the very minimum, since the previous winter. Way before she was ever a customer of HSC. This is not what a home warranty is for and not the services we provide. We cover new issues that arise during the warranty period.

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]

How can this company possibly know that my furnace is working or not if they have not even seen it? They cancelled me based on an assumption. We are not in the middle of a heat wave in the summer, we are in the Fall and the temperatures are in the 70's and that is when I always turn my heating system back on to get it started for the winter and up and running efficiently again, and replacing the filter. Where in this companys policies does it state you can only request service for particular items during that items 'peak' season? So in other words if I had waited till December in the middle of a blizzard to request service on my furnace I may or may not have been covered at that time. I will be seeking legal action against this company based on their unscrupulous and deceptive practices.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

I am entitled to express my experiences with this company for the public to read and no lies have been told on my part. I can back up everything written here with 100% proof. Home Service Club just wishes for this case to go away and insists on not fulfilling their end of my written contract. Home Service Club chooses to cancel several customers contracts just because they do not like the details of their claims, such as claims on big items like furnaces and air conditioners. This company needs to have a class action lawsuit filed against them from all their unsatisfied customers due to their dishonest and deceptive practices.

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

Sincerely,

Business

Response:

Please see previous responses. Case is closed. This is nothing but blatant fraud and lies and legal action may indded need to be taken, against [redacted].

Review: I contacted HSC via email on June *, 2015 early morning in reference to A/C going out. I told them the problem and that I and my dad both have health issues with are breathing and we have to have A/C. I even wrote help please ASAP. Will the next day around 1500 hrs. they contacted me and let me know that they would send someone out. Initially when we signed up the sales person told us 24/7 customer service even if we sent an email they would be in it within a few hrs. Well we called a company to come and check out the system on Sunday afternoon after not hearing anything. Well Monday when they call the customer service rep told me to fax a copy of all my bills and they would review it. I made legible copies and faxed it to them and called to make sure they were received. Then I waited and waited and waited. Not a word so I called in a couple of weeks they are in review. In the mean time my plan was up for renewal and they renewed it with a phone call or email nothing. When I called the to say I did not want it renewed they told me I was on an automatic renewal. I said no I would expect a letter, phone call or email. Cancell it now and I want my money back. This was done within a few days. Then after 6 or so weeks I call to find out the status of my A/C workorder they told me it is still in review I will contact them and we will expedite it. Then about 1 week later I get a phone call and they tell me I am not covered. 1. The papered you faxed were not legible. 2. You no longer have coverage with us. 3. You did not renew your plan. You should have waited for us to get back to you I told the girl this happened while I was still covered by my plan and you should have told me the fax was not legible I would have mailed you a copy. I also told her that we have medical problems with breathing and could not wait forever SHe said it is not covered and that if I wanted she would try a customer complimentary something and that was that. This company will not call you back as they want to review everything to death to see if there is a way they don't have to pay. I felt that if you do not contact me back in 24 hours I should be able to find help especially if you have elderly or medical reasons in the home.Desired Settlement: They should pay their portion of the money I was out the A/C was not repairable and had to be replaced. I did what I was asked and faxed them the receipts, If not legible they should have contacted me with and email, letter or phone call. ALso it should not take so long to review a claim did they expect me to go forever without an A/C my dad and I would have ended up in the hospital.

Business

Response:

Unfortunately this complaint is not true and has a lot of holes init. The customer was never guaranteed or told a technician will be out to hishome within a few hours and 24/7 on top of that. Customer filed a claim on aSunday, and the very next day, Monday, a technician was assigned. The customerimmediately let us know that they did not want to wait for our services andcontacted a company on their own and got the unit replaced and thus declinedour services. We understand that it may be uncomfortable and everyone wantseverything done right away, but that does not release our right to determinecoverage. Nothing about the old system is known and we have no way to know ifit would have been subject to coverage or not. This is a common tactic bypeople who do not want us to inspect their system. Unauthorized repairs,and especially replacements, are not covered under the plan and it is clearlystated in the contract. The customer was informed of this and it was availablefrom prior to the start of the contract. Previous claims were all processed andcovered according to the policy and this claim was set up the same. Thecustomer, however, went around our services and therefore declined them. Theplan was set for auto-renewal. When [redacted] requested to cancel, the newplan was cancelled and refunded. [redacted] is no longer a customer of HSCper his own request and there are no covered outstanding claims. We hope thisclears up the incorrect reasoning and statements made in the complaint.

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:

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

First of all if I did not want my AC unit inspected

by HSC I would not have contacted HSC. So your tactic theory is as crazy as it sounds. Second I did as I was instructed after

talking to their customer service by faxing the receipts to HSC they told me

they would review the claim, and see what they could do. My husband and I did

as we were instructed. I don’t think that constitutes as not wanting their

service. After seeing some of the

complaints I see almost all the homeowners got the same response from this company. The

homeowner is lying or trying to cheat them. I have filed 2 claims and both

times I have had to follow up with the company on the status myself. They do

not send an email, phone call nothing while you sit and wait. Either you call them or you wait. As for cancelling the plan we were

told to contact them before the plan expired if we chose to renew it. Never

heard anything about auto renewal. Also normally you are contacted via email or

snail mail your contract is about to expire so you know you need to renew it if you choose.

True we no longer have service with them but this claim was placed when we were

covered by HSC. This to me is bad business when you don’t try and work with the

customer you are supplying a service to.

So even though the company contacted us 7/**/ 15 and left a message for us to call which we did and again did not hear back about some

sort of complimentary service. I left a message with my name and phone number no reply so I would not recommend this company. They should have at least been up front about things and not review stuff to death just to tell you what you already expected you would get from them nothing That was a waste of my time and energy to get them what they requested. NOT GOOD BUSINESS

Business

Response:

This rejection is absurd, does not make sense, and further showscustomer's intent. "if I did not wantmy AC unit inspected by HSC I would not have contacted HSC" makes nosense as the customer did, in fact, refuse our services and not wait for ourtech and got it done on their own and thus taking away our ability to determinecoverage. Claim was filed on 6/* (Sunday), and a tech was assigned first thingin the morning on 6/* (Monday). At which point the customer let us know thatthey already had it all done and do not need out tech. HSC did everything wewere obligated to do and our services were declined. Also making mis-leadingstatement and false opinions does not make anything fact. "all" homeowners are very happy with our services making us an industry leader in homewarranty service and customer retention. The customer is only looking at aselect few that have gone above and beyond to complain in order to get whatthey are not entitled to. Those select few do not represent "all" orthe overwhelming happy majority, and stating things like "bad business"is just baseless slander. HSC strictly provides warranty service. All serviceis subject to the terms and conditions of the service contract. This is a CLEARand easy case of a customer taking away our ability to determine coverage (verypossibly because they saw something may not be covered) and then performing anunauthorized repair and simply sending us a bill. That is NOT the service thatwe provide and our contract clearly states that such will not be covered.Customer was never told that if he sends us his bills that we would cover them,that is also blatantly false information. Customer was advised to send in thepaperwork so that the new system can be added to coverage providing everythingwas done properly, and that the rep would submit it for review to see if thereare any courtesies we may be able to offer. Never was it said that such ablatant denial of services and unauthorized repair would ever be subject tocoverage.

Consumer

Response:

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

Sincerely,

[redacted] I no longer want to go back and forth with this company because it is apparent they are only going to make more insults after I stated what I was told to do from their customer service department. I have no reason to lie about what I was told to do. I am stating the facts no more no less. I have better things to do with me time than to be insulted and called a liar or whatever the person writing these has to say. So if they can live their nonsense I can live without it.

Review: We purchased coverage for our home for 2 years while renting it out due to a military move. In 2 years, I filed 1 service request in April for a microwave. The technician they sent out didn't even try to diagnose the problem, he told our renters that it just needed to be replaced. I flew back to VA to purchase a new microwave the end of May and requested reimbursement for it as promised by HSC. It took several phone calls and I finally got the reimbursement resolved. We are moving back into the house in 3 weeks and I called to cancel our service since it has not been worth the money only to be told that I am in a new contract (which was NEVER sent to me, nor was I notified of the renewal), and I would be required to pay a $45 cancellation fee and pay back the $160.00 microwave reimbursement.

I have paid over $800 to this company for warranty service that I used once. While I disagree with the $45 fee due to the fact that I never received anything, I refuse to pay back an amount that was reimbursement for an appliance that was covered under their contract. (Also, I was provided a "sample contract" from their website by [redacted] who sold me the contract and said it was the same as a regular contract. I should have known then not to do business with them).Desired Settlement: I would like HSC to allow me to cancel my contract without having to pay the cost of the microwave, a cost which was part of the warranty and is NOT stated in the contract.

Business

Response:

[redacted] does not need to pay back the replacement of themicrowave as it was under the previous contract term. A supervisor spoke to [redacted]

[redacted] and has waived the cancellation fee as well and will be cancelling thecontract as per the customer's request. We apologize for any misunderstandingsand hope to see [redacted] back with us in the future.

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 SO VERY much for your assistance with this!

Sincerely,

When placing a service call this morning I found that I had no coverage. HSC was called out for one repair in a year. They placed some freon in my air conditioning unit and then quietly stopped charging my card for the monthly premium. They claim that it was a one year contract and that I didn't call to renew. I didn't notice that the premium was no longer on my statement. Their contract states: (A renewal of a previously issued contract will have no lapse in coverage provided required payment has been received by HSC prior to the expiration date of the previous contract.) What company doesn't send a renewal notice by email, mail, or a phone call? It's now 93 degrees in my home and I have no warranty on any of my appliances or systems.
I believe that their service man found a problem and rather than fix it HSC told him to put a band aid on it...then they dropped me without a word.

Review: My air conditioning went out on Saturday 6-**-2015. I contacted HSC the following Monday. They sent out a very nice man from [redacted]. This was [redacted]'s forst experience with HSC. They had [redacted] diagnose the problem as the coil but did not authorize the repair. It is now a week later and my AC is still not fixed. HSC has asked [redacted] for the same information 3 times. [redacted] feels like he will never get paid for any repairs, if they are ever authorized, so he isn't willing to go ahead with this warranty company any further. [redacted], from [redacted]'s office, called me today to inform me that they don't trust HSC. I have called HSC several times and am told the same thing every time. They are looking at the information in the claims department. Fortunately [redacted] was nice enough to perform a temporary fix on the AC while waiting authorization. I never told HSC this and neither did [redacted]. As far as HSC knows, we have been without AC for a week. I feel like HSC is trying to wait us out so we drop the claim, out of frustration, and pay to fix it ourselves. [redacted] described them as scheisters and I feel the same way. This is, by far, the worst service I have ever received. Now HSC wants to send out another service company because [redacted]'s gave up on them. I am going to have to go through all of this again?Desired Settlement: HSC should replace the Coil and any other parts related to keeping my home cool.

Business

Response:

A [redacted] has worked on this claim and spoken to [redacted] and this claim has been resolved.

Couldnt ask for more. Took a couple of days longer than anticipated but not sir to anyone's fault. Everything was done to accommodate me as much as possible and very reasonable service and company. Recommended.

Review: On 6/**/2014 I submitted a request for service because my AC was blowing warm air. Although I was told a technician would be out ASAP, it a couple of days before a tech came to address our issue. The tech advised that the AC system was very low on Freon so he added about 6 pounds of R22. He then went into the attic and said we had a coil leak which was why we needed so much freon. My options would be up to HSC, either a new coil is needed or a less desirable option of injecting sealant to plug the leak. Then he said something that alarmed me - "Sometimes this company doesn't pay to have freon added" My contract says in black and white that freon definitely is covered. He then went on to tell me that we had a possible mismatched system, but would let me know more after he contacted HSC.

A few weeks later HSC called to tell me that my claim was denied due to a mismatched system. My outside ac unit is an [redacted], which is manufactured by Goodman, and in fact has a Goodman tag on the back. My condenser coil up in my attic is also a Goodman. They are claiming it is mismatched because the coil is not an [redacted]. This is false, as [redacted] is made by Goodman. I have verified this with a local [redacted] dealer. HSC is simply looking for a loophole so that they can deny my valid claim. I asked to speak to a supervisor to escalate, but one was "not available", so apparently I have no recourse with this company but to accept what some CSR who is not an HVAC expert makes a decision that could cost me substantial dollars.

It is now 7/**/2014. I submitted another service request on 7/**/2014 because now the blower on my air handler, which is a Trane XV80, is not working, so no air is circulating through the house. It is over 100 degrees and humid here in Texas, so I requested the agent on the phone escalate the service request because it was already over 90 degrees in my house. She agreed to do this, however, more than 24 hours later, still no contact from HSC or an HVAC tech. I called HSC again this morning to find out the status and was told that someone from HSC called and told me yesterday that my claim was denied because of the "system mismatch" This is FALSE -nobody called! By the way, this appliance is not part of the other system since it is just an air handler.

I asked to speak to someone in the Service Dept and was told that was not possible and that my request would be resubmitted into the computer queue and a supervisor would call when it was my turn in the queue. I said this was not satisfactory and that I wanted to speak to a supervisor now. Again the CSR told me that was impossible and that customer service doesn't even have the Service Dept number. So here I am in 100 degree weather, having taken off a day to wait for a tech and am told to wait patiently while they decide whether to address my needs. What kind of system is this where you are put into a computer queue with no access to a person who can make a decision quickly. Am I supposed to call an HVAC company and pay out of my own pocket even though I bought a warranty from a supposed honest company? Am I supposed to stay in a hotel while HSC goes through their queue? I have a family in my house and need action immediately!

HELP PLEASE!Desired Settlement: I want my system fixed. If there is a coil leak, then the coil should be replaced. If air is not blowing through the house then a tech needs to analyze and fix the problem. It is over 100 degrees and humid and this is a health issue.

Business

Response:

This information is completely false and the complaint completely unjust. Customer filed a claim and we sent out a very reputable and honest mechanic. Upon inspectin and diagnosing the system, he found that [redacted] has an approximately 8-10 year old Goodman condensing unit outside, a much older 20 year old Lennox coil on the inside (not [redacted] as [redacted] is claiming), and a new 2-3 year old Trance furnace. 3 parts and all 3 different brands. This is like having a toyota engine in a honda, neither were designed to work with each other by their respective manufcaturers. This is clearly outlined in our contract, in numerous places, as not a covered parel as it is a mismathed system. In fact, we require that when a customer signs up with us, that all systems are installed and operating properly to the manufacturer's originally intended design and specifications. The inside 20 year old coil is what was leaking and needed replacement. We covered and paid hundreds of dollars to add refrigerant to [redacted]'s system to get him up and running in the meantime, despite it being not covered, wrote it off as a loss/customer courtesy, and advised him that the system he has is not subject to coverage under the contract and he will have to replace it with a correct coil, or replace the entire system. Technically this voids the contract and it should have been cancelled and [redacted] would have to pay back the money we spent on his claim(s). However we let him know that we will keep and honor the contract, and gladly pay the money we paid for the refrigerant, but his AC system is not covered. The information he is providing is simply totally false. As a good will we are still offering to honor what we originally told the customer, but he would have to sign an agreement in writing before we can do that.

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:

While I appreciate HSC quick response to this complaint, how is that HSC answers a Revdex.com complaint quicker than responding to my urgent service request? I have a few issues to bring forth.

1. If I am misstating the specifics of system, it is not because I am trying to be fraudulent. These were the specifics as I recall from the HVAC tech that night and the service invoice left by the tech does not list any specifics of brands of any sort. Perhaps he has a separate invoice he provided to HSC? I have only been in this house about 15 months, so taking me to task for not knowing the my HVAC system was not up to specs is a bit unrealistic. I paid for an inspection of the house before purchase and this was not noted, so how would I know?

2. The call I got from your company on 7/* did not say anything about covering the cost of freon, and in fact told me they would NOT cover it. When I questioned the validity of the mismatch your agent was very rude. In addition, nobody mentioned anything about voiding my contract.

3. My current situation is that my fan motor on my air handler is not working. This has nothing to do with my AC system, so why would this not be covered?

4. Lastly, your system of communication is very poor. When I call the only number listed for your company I'm put in touch with a CSR. They put my request into a computer queue and I'm told I need to wait for the Service Dept to call me back. That is normally fine, but in this case yesterday and today, it is health threatening not to have AC with these high temperatures and I have no recourse but to wait for a call that never came. Nobody from your company contacted me since I put in the service request yesterday and I've taken off work to wait for an HVAC tech that apparently is not going to come. I needed quick action to take care of my family, but am told to wait for a call? BTW- I tried calling again about 45 minutes ago and was told that now my account is locked out because my account was sent to the fraud dept. Once again I'm told that the CSR is on a floor with only other CSR's and there is nobody I can call for some answers. This is very poor customer service in my opinion. I only want what is fair, nothing more. If you say that you covered something you shouldn't have just for customer satisfaction, then I thank you, but like I said your rep said they were NOT covering freon, coils or anything from the first claim, and there has been no response from my 2nd claim even though it is over 90 degrees in my house. Is it too much to ask your Service Dept to pick up the phone and let me know one way or another if I need to call an HVAC company on my own?

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

HSC's tone is similar to the that of the one Service Dept person who bothered to call me during the first claim. To date nobody has bothered to contact me via phone as promised for my most recent service request even though not having AC when it is over 100 degrees dictates an urgent response. It is ironic that it I get a quicker response through Revdex.com correspondence than I get from HSC's customer service. The HVAC companies that came out and said that the air handler definitely is not affected by anything within the AC system were not random at all, but rather both have A+ ratings from the Revdex.com.

I have already explained that I may have been mistaken in the brand names that I used on the initial contact with the Revdex.com, however, to call is it fraud is slanderous. I am not surprised that HSC has taken this stance in denying what should rightfully be covered according to their contract, because that is typical of insurance companies. If I want advice on HVAC systems I will take the word of the licensed HVAC techs, not an insurance CSR.

I request that HSC reconsider their position that the problem with this air handler is in any way connected with the ac system and cover the repairs.

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

Sincerely,

Business

Response:

To complain and provide false information as well as make up what our contract covers despite it being black and white on paper is nothing short of fraud. No compnay [redacted] asks can tell him what our company's contract covers. This issue is NOT covered, this is clear and has been stated and pointed out numerous times. Yet [redacted] insists on continuing to provide false information, complete misrepresentation of facts, and made up and incorrect third party opinions and other random accusations with the sole intent on trying to get what is not entitled by attempting to make us look bad. The statements that the air handler has nothing to do with the AC, and any and all claims abot our contract, are blatantly false. This claim is now being dealth with by our legal department and our fraud prevention departments. We request that this complaint is REMOVED from our records. No further offers will be provided as we have already spent hundreds of dollars on something we should not have spent anything on, and this case is now bwing reviewed by our legal and fraud prevention departments.

Review: My microwave of 3 years stopped working one day. I called the Home Service Club (HSC), my home warranty company, to fix it. Microwave [redacted] manufactured March 2012 and I purchased it in July 2012 for $600 plus tax and installation. The tech came and looked at it and decided it is power related and requested a power PCB. HSC decided it is not worth fixing but will send a check. The check offer was $245. In addition they also wanted me to pay the rest of the $125 service fee where the tech collected $65. The total compensation remaining me is $195. I did not accept the deal and I researched the web regarding depreciation of appliances. Microwaves depreciates 10% every year...which makes the value of my GE Profile at more than $400. I requested re-evaluation of the microwave and they came back with $206, i.e., $40 lower in addition to $50 from deductible. I spoke with several agents and the only hope that I saw was from Natasha but her supervisor is a pro at doing this. They low ball you until you think there is nothing left from the compensation and you settle for whatever you can get...this is fraud and mis-use of power. I already bought a Kitchen Aid in pre-black Friday sale at $494 plus tax and install. I hope Revdex.com can get me my rights back from HSC...and the sad part is that they have descent reviews on some websites while my first service of the whole year was beyond miserable...Please help.Desired Settlement: I would love for the value to be higher than $300 even though microwave was of premium quality and brand and features and is worth more than $400...I would like to dispute the $50 deductible as the tech never did any analysis or checking and just sent for a new PCB. $125 for that seems steep!!!Thanks

Consumer

Response:

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

Sincerely,

Review: Issue 1 - I called my home service company to report an air conditioner was not working. They sent a technician who reported the issue back to them. I could not get them to call me back for a week with an approval to fix the problem. It was supposed to be coded as an emergency call due to an elderly resident being without AC. I had a disabled tenant with no AC in 100+ temperatures for over a week with no response from Home Service Club. When I called and asked to speak to a supervisor, I was told that was not possible.

Issue 2 - After a week, they finally called me back and told me that I had three options - (a) replace a part - not recommended due to the age of the unit $475; (b) replace entire outside AC unit - $3,000; or (c) replace both inside and outside unit, which was recommended by them at a cost of $5000. They told me the technician quoted them the price of $5000. I called the technician and he told me that he quoted them $4,000. When I called them back they continually lied and said that wasn't true. The technician said this is common practice for this home warranty company. This scam causes the homeowner to have to pay a higher out of pocket expense and they have to pay less. When I confronted them about the scam they told me they would no longer honor their original offer of paying $1500 toward the repair because I contacted the technician myself. I have repeatedly asked to speak to a manager or someone in charge, but was told no. I actually told them that I tape-recorded the conversation where they intentionally misquoted the technician's price quote. I finally relented, in order to get the repair fixed, and now they are requiring me to sign a form letter saying I am relinquishing them of any responsibility for the claim and I have to accept $1,000.Desired Settlement: I would request that this company be investigated for improper business practices. This is the second time they have done this to me. The last time, the technician quoted them $4200 and they told me he quoted $6200. In that case, they said it was a mistake and corrected it, but this time they refuse to talk to me and even lowered the amount they would cover because I spoke to the technician myself. I also want them to pay at least $1500 toward the repair. This company should not be allowed to operate.

Business

Response:

Unfortunately this is completely false information and is now

being investigated by our fraud prevention department. [redacted] was advised

that he has a bad compressor and that he was approved for the repair. He was

also advised that if he wishes to replace his system, which many people chose

to do since the one he has is old, that we can offer the same amount we

approved for the repair towards the replacement. This is a courtesy option and

[redacted] was given our quotes. He called us back and said he found a cheaper

quote and that the same technician will do it for him for cheaper. He was

advised that although it is not normally done, we can authorize him to use any

technician he wants and do what is called an unauthorized repair and we will

still honor our original offer and pay the approved $1000.00 towards the

replacement (either directly to the tech if he uses the same tech, or via a

check directly to [redacted]). Anytime an unauthorized repair is done, even if

we are paying the customer for it, we do require that they sign a waiver as we

are going outside of the contract. This is standard procedure and refusal to

sign a waiver raises a red flag. Issues or damages resulting from unauthorized

repairs are not the liability of HSC and is between the customer and the

company they hire to do the work. [redacted] did speak to a manager, numerous

times, and she authorized the money to be sent to him via check and for him to

use any technician or company of his choice, regardless of whether they are in

our network or not (as [redacted] had requested). At this point both offers

still stand, we can repair the unit as obligated by our contract, or [redacted]

can replace it if he wishes and we will send him a check for the $1000.00. Not

signing a standard obvious waiver and making complaints and false accusations

when not only the claim but extra requested options were approved has caused

this account to be flagged and investigated. We are committed to resolving this

issue and getting the system repaired for [redacted] but we will be operating

within our contract and as mentioned herein both offers are still valid.

Consumer

Response:

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

The reply to this complaint is the very same response that I received on the phone when I tried to resolve this issue. I NEVER sought out or received a second quote from anyone at ANY time, and NEVER said that I did. What I told the operator was that I spoke to their technician, who told me that he quoted $4000 and NOT $5000, as they reported to me. They originally said they would contribute $1500 toward replacing both units, and that my part would be $3500. When I found out from their technician that he actually quoted them $4000 and NOT $5000. I tried to get them to call him and they refused. I just don't understand why they would tell me the total cost was $5000 when their own technician said it was only $4000. Again, I NEVER got a quote from anyone. All I am asking is for Home Service Club to allow the technician to replace the inside and outside AC units with new units for the actual price he quoted them. If they contribute $1500 like they originally said they would, it would cost me $2500 out of pocket instead of $3500. On a side note - the last time I spoke to the Home Service Club representative, I told her I would go ahead and take the $1500 and replace the units. At that time, she told me that offer was no longer available because I spoke to the technician myself. Since I did that, I was basically getting an outside quote and they would now only contribute $1000 toward the repair. I cannot seem to get through to anyone at Home Service Club that I NEVER got an outside quote. There is nothing in the contract that says I cannot speak to their technician that they sent to my house. They absolutely refused to listen to me when I tried to explain this to them. I have since spoken to the technician again and he said the cost to replace the units is still $4000. All I want is for Home Service Club to honor the quote that their own technician gave and contribute the $1500 that they originally offered instead of trying to punish me for disagreeing with them. The letter that they sent me to sign is a release of responsibility for them and a promise from me that I won't complain about them or spread negative comments. I should NOT have to sign that document because I want their technician to replace the units. I AM NOT using another technician and never was. I am ready and willing to put this behind me and move forward. I would like Home Service Club to listen to me and treat me with the respect that any other customer would be treated with. Please work with me and not against me.

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

Sincerely,

Business

Response:

As stated previously, this is a misrepresentation of facts. Our obligation is to repair the system and we have approved the repairs. [redacted] refuses them. Should he want a replacement, he would have to pay for it as it is not subject to coverage. We have offered [redacted] to put $1000.00 toward the replacement instead of paying for the repair as a courtesy (he was NEVER promised any amount, it is not in the contract, and the current offer is not an obligation but a way for HSC to help [redacted] with the options of his choice). The claims agent gave [redacted] a range and stated that she will try to get him as much as she can. [redacted] called the technician as someone else and obtained a new quote and received a cheaper quote. Although this makes it an unauthorized repair, HSC has authorized the same $1000.00 we were paying towards the repair, to go towards the replacement. [redacted] can use the same technician (or any other) and set up the replacement. HSC will pay the service company the offered $1000.00 directly if the same technician is used, and via a check directly to [redacted] if an out of network service company is used. As a one-time good will offer, we will add an extra $200.00 to the amount and offer a total of $1200.00 toward the replacement. For any courtesy offer, [redacted] would be required to sign an agreement accepting the offer. [redacted] can repair the system through us, or take the offer of $1200.00 toward replacement, or perform the work outside of HSC services. Please let us know which option [redacted] would like to proceed with. We have extended the time on the offer.

Consumer

Response:

Although this company continues to misrepresent the facts of this case, and acted inappropriately, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me and the matter has been resolved. I would like to put this behind me, and I would like to have them set up the repair with their technician that originally diagnosed the issue, and I will accept the $1200 to be paid directly to him.

Sincerely,

Complete rip off.... Do not use them

Review: I obtained a service warranty policy from this company. I entered a claim for repairs or replacement of my A/C unit. My initial visit, a Home Service Club's (HSC) contractors came out. He advised the unit had to be replaced but at that time the HSC was not authorizing a replacement and advised him to provide Freon to the unit, which he did. I called HSC as I was told that unit had to be replaced. I spoke to Samantha B[redacted] after more than 10 phone messages, as well as leaving messages for Stacy C[redacted] (Samantha's supervisor). Samatha advised the Freon had to be tried first. I said fine as long as when I call you again for service you do not charge me my deductible she agreed and stated they would not. Well I put in another claim the same contractor came out and advised the unit had to be replaced. He called HSC and then would not authorize replacement and advised him to add more Freon. Well the contractor would not do that until I paid my deductible which Samantha said I didn't have to pay. The contractor left doing nothing. Since that point I have called HSC twelve times, leaving messages for Samantha B[redacted], Stacy C[redacted] and the general supervisor's department to have another supervisor call me back. My message stated that if I do not receive a call I will go to the Revdex.com. No one has called. I have all the dates and times I called documented. I just left another messages this morning. This needs to be addressedDesired Settlement: I would like HSC to hold to their agreement and replace my AC unit as needed.

Business

Response:

The statements in this complaint are blatantly incorrect and thiscase is already being reviewed for fraud. Customer filed a claim for a fullyworking system just to get a replacement. We do not provide such services. [redacted]

[redacted] signed up to get his air conditioning system replaced. He filed a claimand HSC fully approved and took care of it. Months later when he knew he wasgoing to expire, the customer filed another claim. HSC sent out a technicianwho inspected and diagnosed the entire system and stated that he found nothingwrong with it and the prior repair was good and unit was fully operational asit should be. No repairs, warranty or other, were needed. Technician alsostated that the customer told him that he just wants HSC to give him a newsystem. HSC went above and beyond its contractual obligation for this customerand [redacted] refused to pay for the false service request and has anoutstanding balance on his account. His contract is also expired and he is nolonger a customer of HSC. This is a false complaint with suspicious intentions andwill be reviewed and handled accordingly. This case is otherwise closed.

Consumer

Response:

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

[Your Answer Here]

The only blatant incorrect statements are those provided by HSC. The description of what accurately transpired our provided in my original complaint. I have every phone call that I made to HSC documented accordingly. At your request I will forward that to Revdex.com for your review. This will provide you with the dates and times I reached out to HSC for assistance and what transpired IF HSC had the courtesy to return the numerous messages I left. I spoke with Samantha B[redacted] once after my initial claim and I have that well documented. Not to my surprise I heard from Samantha B[redacted] AFTER I filed the claim with Revdex.com to tell me that I am being investigated for fraud. Obviously, this is HSC’s way of trying to turn their lack of service and commitment on the consumer, by accusing an innocent individual of fraud. That type of accusation I do not take lightly. Their hired technician advised me that my machine needed to be replaced and he has never seen a home warranty company do that before so I am out of luck. At your request I will provide you with his name and number if you would like to contact him directly. However, being I am not the one who butters his bread who knows what HSC is telling him to say at this point, so there may lie the suspicious intentions HSC speaks of. As far as an outstanding balance that is another blatant inaccurate statement. My premium and initial deductible were paid in full ! Samantha B[redacted] advised during our only conversation that if the unit continued to work improperly and HSC had to come back out I would not be subject to another deductible. Therefore, they are contradicting themselves. If the Revdex.com would like to come out and inspect my unit I would welcome the opportunity for you to see for yourself that the only fraud taking place here is on HSC. Lastly, it is correct that my contract with HSC has expired at renewal based on my own choice. It is self explanatory why I no longer chose to do business with this company and urge others to think twice before they do as well.

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

Sincerely,

Business

Response:

Please see our previous reply as it still applies. Customer's statements are blatantly and intentionally false. Including statements about the technician, the accusations, the operation of his unit, and the outstanding balance. Such intentions and behavior is not entertained by customer service and will be reviewed by the verification and the legal departments. There is nothing else for HSC to do as we have more than met any contractual obligation but also went above and beyond and also became a victim of this false complaint as well as an account with an outstanding balance.

We had a water leak from the roof. I'm pleased to say that The Home Service Club took the appropriate action to repair the roof. They first contacted a roofer in my area, then the roofer called me personally to set up a service appointment. He showed up exactly when he was supposed too. He spent about a hour and fixed the roof, I paid my deductible and that's it.

Review: I filed a claim on July **, 2014 for a non functioning Air Conditioning system located at [redacted]. To date, the AC is not fixed and I can not get any response to my emails and voice messages to find out when the AC would be repaired or replaced. I am requesting assistance from Revdex.com to get a timely response from HSC within the terms of our contract. I am complaining that HSC did the following in order to delay the resolution of the claim:

1. Assigned the claim to 3 different customer representatives: [redacted], [redacted] and [redacted] as a way to delay action.

2. Sent two technicians to diagnose the problem with the AC. Each technician identified different problems. There is no clarity about what the problem is 30 days after the claim was filed. HSC does not know which technician to rely on and therefore what solution to pursue.

3. No response to emails or phone messages.

The contract no is [redacted]. The service request no is [redacted] .

Here is what the contract provides:

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 de-ionizing 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: According to the second technician sent by HSC, the outdoor unit should be replaced rather than repaired due to likelihood of repeated repairs. The technician also indicated that the cost of replacement is $1800 which is below the HSC ceiling for AC. The tenant living on the property has been without AC for a month. It is important that HSC not be allowed to continue to delay action on this matter.

Business

Response:

[redacted]'s claim is taking longer than usual, but this is not due to HSC or any fault of our employees. We have been working hard on this including work that is not our obligation under the contract and it is the manufacturer of [redacted]'s system that is making it difficult and requesting information that only [redacted] would have. We have received two identical estimates, and paid for an extra service call, and had two separate companies assess and advise on the situation. We have contacted [redacted] and offered a number of options including those outside of our contract and that would cost us more. We are expecting to hear from [redacted] back soon and to finish and close this claim for good.

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 offered me two options as described in the email below:

My response to HSC email is as follows:

Hi [redacted],

I spoke to [redacted] and was told the the unit is under warranty and that any licensed technician can pick the coil at their distribution center by giving them the serial no. No other documentation or information is required.

Based on this information, your technician, if he is licensed, should pick up the coil from the distribution center and proceed with the repair as we discussed. The serial no is [redacted].

Please let me know when the technician is showing up at the property to do the repairs.

Thank you,

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

Sincerely,

Business

Response:

This has nothing to do with HSC. Please close this case. There is nothing further for us to do. [redacted] needs to schedule with the technician. We cannot dictate anyone appointment times. The technician is working around his schedule to help [redacted] out. AC units do not get worked on during the rain. This no longer involves HSC and for the technician to come out [redacted] needs to re-schedule the appointment. Furthermore we spoke to the technician and he stated that he did install the compressor and the unit needs a TXV valve. This is [redacted]'s responsibility and not HSC's. We approved this last and final part as a courtesy. Nothing further can or will be approved or done on this case. Anything further [redacted] can work directly with the technician or hire another one if she choses to do so. This case is closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: The AC is still not working after 60 days. The first problem diagnosed was a leak in the unit. After the first problem was fixed, the airconditioner still did not work ....the second problem was identified which is the compressor. After a new compressor was installed, the AC still does not work. The HSC technician is now saying that there is a bad valve. All of the problems are covered by the Service Agreement with HSC. Contrary to their response, they continue to be responsible to replace the defective valve. The technician has scheduled an appointment to do this on Wednesday October *. If it is not fixed, I will go ahead and hire another company to complete the job and negotiate a settlement afterwards with HSC

July **....I filed the service claim for the AC/heat pump

August ? HSC technician # 1 said that the hose had a leak and needed to be replaced.

August ? HSC sent technican # 2 who said that the problem was the compressor.

August ? HSC Technician # 1 replaced the hose provided by the manufacturer because the unit was under warranty. The AC did not work.

August ** I filed a complaint with the Revdex.com

Sept ** HSC Technician # replaced the compressor with a new one provided by the manufacturer. The AC did not work. The HSC technician said that the problem was a defective TXV valve. My husband told the technician that we would not be available between Oct * and Nov * and that having heat in the house before Oct * is critical so that we can avoid the potential problem of burst pipes. The technician told us he would replace the valve on Tues, Sept **.

Sept ** HSC Technician did not show up or call

Oct *....HSC Technican said he ordered the valve and that he is not available until Oct *. I called HSC and spoke to [redacted] to request that HSC send another technician to complete the replacement of the TXV valve before Oct *. The Revdex.com has informed me that they are closing the case because HSC has indicated that they no longer have any responsibility for fixing the AC/heat pump regardless of what the HSC service agreement provides. I have contacted another contractor to complete the job but they declined to get involved because of the potential for law suit.

[Your Answer Here]

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

Sincerely,

Review: We bought a new home a couple of months ago and were given a home warranty for one year with Home Service Club and their "standard coverage" contract. We have been here for two months. The shower backed up in the downstairs bathroom after just a few uses. There is also a leak in the shower's faucet and slow drain in the upstairs bathroom. I called them and left a couple of messages. When we finally spoke they told me that to clear the line and other plumbing issues were not covered in there standard coverage, even though it says the following their web site.

"You`re covered for the repair or replacement of components and parts that malfunction due to normal wear and tear, affecting the proper operation of the plumbing system. Covered mechanical parts and components include the following:

Interior hose bibs

Basket strainers angle stops

Risers

Shower and tub valves

Gate valves

Diverter

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)

Toilet 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."

They have refused to send someone out and claim that they do not cover these most basic of plumbing issues and that we needed to upgrade to a more expensive plan or recommended canceling the plan. Really!?

Moreover, because our real estate agent purchased this plan (it came with the house), Home Service Club has failed to update our email address. Yes, we have all necessary documentation confirming our contract.Desired Settlement: We

would like to be refunded the full contract cost of $411. We bought this

contract in good faith that routine problems would be fixed based upon web site

descriptions and were never informed of this as the contract was never sent to

us and Home Service Club has not provided service or a refund.

Consumer

Response:

At this time, I have been contacted directly by Home Service Club Warranty Corp regarding complaint ID [redacted], however my complaint has NOT been resolved because:

SO HERE IS THE UPDATE from the last few weeks. I spoke with a HomeService Club rep more than three weeks ago after posting our experienceon Revdex.com and after we requested a cancelation and refund of our contract. I wastold that because we went to the Revdex.com for help that our account was flagged asfraudulent by another department and that the refund would not be issued. I could go further into the details of the call that dealtwith the scope of their contract, which was never sent to us at time ofpurchase, versus what I understood from the details of their website, and whythey do not cover drain clogs as part of standard service versus why I had areasonable expectation that they would cover in a standard service but I ammore interested in resolving this matter.The end result was this: They would not fix the clog. Iasked if we could upgrade to a plan that would include drains. No, we could not– we eventually spent $120 to get a clog and faucet leak fixed. I asked tospeak with a supervisor. I was told that I already was speaking to one andthere was nothing more she would do but her team would be investigating us. Ioffered to take down my complaint, I was told that to get a refund I would haveto take down this complaint AND then sign a contract stating we would never sayanything about Home Service Club again. I asked her what specifically thiscontract said, she said, she did not know but she assured me it was standard. FYI, I havemanaged apartment buildings for thirty years and have never been required acontract to cancel a service.Two days ago, after lots of phone tag, I was told that we wouldbe sent their cancelation contract that day for a full refund. However, she told methat she could only send out the cancelation if I agreed to signing it withoutseeing it first, which I told her the request wasunreasonable but I would be glad to take a look. She sent it anyway. The full refund became a “prorated” rate anda possible $45 fee if we did not act in 24 hours. For the record, her use ofthe phrase “full refund” may have alluded to a full pro-rated refund, but thatwas not how I took it.Here is what their cancelation policy states, “I agree and promise to not write electronically orotherwise or post or spread or contribute anything negative or verbally expressanything negative about The Home Service Club (and remove any alreadysubmitted) and to keep any and all dealings with The Home Service Club strictlyconfidential.” I found this stipulation unreasonable, unconstitutional and perhaps illegal.Requiring a contract to end a contract seems wrong onnumerous levels and has prevented resolution. Either way, Home Service Clubshould have just sent out a full refund and called it a day. This matter couldhave been resolved almost a month ago. It’s not.To be clear, we have NEVER received any warranty service ofany kind from Home Service Club. We are just looking to get a full refund, callthe time and expense a wash on our part and move on enjoying our new home.

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

Sincerely,

Business

Response:

Statements made by the [redacted] are not only false but areoutrageous and complete and intentional misrepresentation of facts. Customerhad a claim on issues that she did not have coverage for. The entire complaintrevolved around her wanting coverage even though she did not have it becauseshe felt that they were basic issues. When she was advised accordingly she wantedto add on the extra coverage against policy and then have the, what would nowbe pre-existing to the new coverage, issues covered. When her attempts oftrying to get what she is not entitled for failed, she requested to cancel andfiled this "complaint" with the Revdex.com. For the record, there is nocomplaint and just a lot of made up words and undeserved slander. She wasadvised that the account will be cancelled according to the cancellationpolicy. She demanded a full refund that she was not, yet again, entitled to. Asupervisor took over the case and worked with the customer in depth to get thema higher refund than entitled as well as their cancellation fee waived forthem. Being that it is a loss for our company and is outside the original termsof contract, [redacted] was advised that a separate agreement would need to besigned. Never was she told to agree to and sign something without looking, thatis absurd. Never was there anything remotely illegal or unconstitutional orunethical or any other such absurdity as mentioned in the complaint. Of courseas part of the agreement we look to protect both parties to ensure theagreement is met and of course we protect ourselves from false slander especiallywhen [redacted] has already, and intentionally, attempted to slander us in thepast. [redacted] was given all benefits of the doubt and a supervisor has goneabove and beyond. Unfortunately [redacted] has refused the favorable to herterms that our agent was able to get for her and is requesting a regular cancellation.This contract will be cancelled in accordance to the original cancellationpolicy as requested by the customer and a pro-rated refund less thecancellation fee will be issued. Although HSC always goes above and beyond anddoes not like to lose customers, we are a reputable and honest company andstand behind our contract and services and do not change for false statements,fraudulent attempts at coverage, or any other slander and mis-representation offacts.

Business

Response:

The comparison with buying jeans at Gap is completely incomparableand absurd. Customer opened a contract in April, and filed a claim forsomething she did not have coverage for in July, and then decided to upgradespecifically to get that claim covered. That is, by definition, fraud. Customerwas advised that she can upgrade, but that issue is of course pre-existing tothe coverage she is upgrading to and would not be covered. Otherwise everyonewould sign up for the most basic coverage and then upgrade accordingly tocover non-covered issues. Suggesting that it is ok and normal to do so isabsurd. Filing false complaints and slandering us for following our contractand providing the service we offer and customer purchased is blatantly wrong,immoral, and fraud. There is no talking around the simple facts of thesituation. HSC did everything we were supposed to and offered more than we areobligated to. Unfortunately the customer decided to take the improper approach.A correct, pro-rated refund has been issued and will be received in the form ofa check. We are not sure what the customer means by "they do not believeme", but the facts of the matter are very simple and easy to see. Again,HSC did nothing wrong and are a victim of this false complaint which was meantto slander our company for no reason and to try and obtain more than what iscontractually entitled. This case is now closed and the account is cancelledand the correct refund issued.

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:Home Service Club and Ms. C[redacted], have NOT sent a check and we have been waited well over six weeks, a check which has been requested many times and denied by Ms. C[redacted] based upon our request to have the Revdex.com mediate getting our refund and our unwillingness to sign a gag order placed within their cancelation policy. The exact language used in their cancelation contract has been posted here already. We are happy to let people reading these posts decide for themselves.To respond to Ms. C[redacted]'s last accusation of fraud. When we discovered that a shower clog, the world most usual plumbing problem, was not included in our "standard" contract, a contract Ms. C[redacted] never sent to us. I asked if we could upgrade to get the contract that included a shower clog and we would be happy to pay the difference. She said, no, we could not. Fine. Send the refund, which we had already requested by the time this conversation took place -- I was hoping we could sort it out, clearly not. Ms. C[redacted] wants to define those two sentences as fraud, slander, immoral. I think she needs a vacation and should not work in customer service.Again, to be clear, Ms. C[redacted] wants to paint HSC as a victim. Again, they have never provided any service to us. Never sent a contract. Never issued a refund. Ms C[redacted] has only called us liars from day one, which we would define as terrible customer service. Again, we request a refund.

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

Sincerely,