Home Service Club Warranty Corp

Review: I was assured that upon renewal of my contract of service my "cap in expenses" would be renewed as well and be able to complete an existing work order. Despite multiple employees assurances throughout the duration of the lapsed time I was denied the very service I was promised the entirety of the work order. I plan to continue filing complaints until they honor their promise to me. I have multiple business and residential contracts with them all of which I will be canceling if said grievances are not addressed.Desired Settlement: Honor your multiple employees promises to me and I will cease complaints.

Business

Response:

This is completely not true and against policy (with any company). Customer specifically (and admittedly) waited to get a pre-existing issue covered under a new cap. He was told that upon renewal, all caps reset. He was NOT told that issues that are existing during the current contract that go over the maximum cap can be transferred to the next contract. He was, in fact, informed of the opposite as this is simply and completely absurd and there would be no caps in place and a whole different contract and service provided if that was the case. Customer's threat to continue to complain until he gets what he is not entitled to is further evidence of attempts to abuse this venue for wrongful intents it is not designed to. [redacted] has a total of 2 properties covered with us and he has already requested to cancel then. HSC will cancel and refund the 2 newly renewed contracts as [redacted] requested. Any attempts at fraud will be dealt with accordingly. However HSC will not carry over pre-existing issues that the customer refused to take care of so that he can pin them on the new contract and change our contract or services we provide. [redacted] was offered the same options and approval as he was offered at the time of the claim despite so much time passing by and the claim being expired. However he refused as his entire intent was to try and get it covered by a new contract.

Review: Complaint against Home Service Club (HSC) is for breach of contract & deceptive trade practices. HCS is refusing to pay for a covered AC unit that was certified in good working order (11/*/13) prior to warranty purchase (11/**/13). They have provided no reason other than it is not covered due to “it’s condition.” 11/**/13: I called HSC-[redacted] who had solicited me via email. I specifically inquired as to how HSC determines whether a major system will be covered, since warranty is solely purchased for this is reason. [redacted] said I needed an inspection or certification that a system is working well by the day the warranty is purchased in order to be covered. I said I had both and he said “perfect!” My decision to purchase HSC warranty was based on [redacted]’ remarks. 11/**/13: Warranty purchased. HSC accepts monies for warranty without requesting proof of inspection or certification nor did HSC provide inspection of their own before purchase of warranty therefore, accepting my systems “as is.” Denial of claim now, shows intent to deceive & misrepresent the warranty & validity of my documents which was basis for warranty purchase. 7/*/14: online & phone message left for AC service request to HSC-[redacted]. 7/*/14: HSC sends Essential Heating & Cooling (EHC). EHC, acting as HSC’s agent, states AC needs replacement. After 14 days & many attempts to contact HSC & [redacted], I demanded response to service request via email. HSC-[redacted] called on 7/**/14. [redacted] denied claim due to "it's condition" with no further explanation saying I could buy a new AC & HSC will warrant the new AC under current contract. Yet, HSC does not cover any system with existing warranty, AGAIN showing deception & intent to defraud the consumer. HSC has no proof that my AC was not working the day warranty was issued. I told [redacted] that I wanted HSC decision in writing with reason for denial, the basis of denial & proof supporting HSC decision. I have not received a response to this request as of 7/**/14. The HSC warranty is designed to be deceptive, vague, & confusing with no intent of covering any systems that exceeds a customer’s warranty purchase price. Accepting monies for warranty without providing their own independent inspection, is intended to be the “catch” for denial of a large claims & why HSC REFUSED my certification. It is obvious that HSC warranty is deceptive. Had HSC conducted their own certification, they would have had to disclose an uncovered system, in which case, I would have not purchased the warranty. I have contracted an independent contractor receiving a quote for $2800, with service in 3-4 weeks. HSC exploitive practices are unconscionable. HSC has intentionally delayed this process resulting in loss of AC usage for 6-8 weeks during the summer due to calculated deceptive actions & disregard for OH & NY law. It is unconscionable, that HSC can defraud consumers who purchase HSC product in good faith & have suffered enough economic damage recently.Desired Settlement: HSC, & [redacted] are not Materials Science experts on AC failure mechanisms. Nor does HSC and [redacted] possess the HVAC expertise in determining the failure of my AC. Their denial is based on their agent and have not provided any evidence or documentation contradicting the original HVAC certification and analysis from another independent HVAC expert that I have contracted. Therefore, I am requesting $2500 to replace AC ( HVAC quote 7/**/14) for breach of contract.

Business

Response:

Nothing in this case was delayed nor

deceptive on our part, as misrepresented by in this complaint. While we

value the opinions of all our customers, this is our home warranty and we

follow it to the letter. We provide outstanding coverage to thousands and

thousands of customers and always fulfill our obligations as outlined in the contract.

This was not the first claim [redacted] had with us and, unfortunately, what she has stated are simply her opinions and

misrepresentation of facts. HSC does require that all system's operate to

the manufacturer's originally intended design and specifications prior to the

start date of the contract. However, we do not require the customer to obtain a

home inspection nor are we required to request one. We ask the customer and

take their word for it and encourage them to read the contract. We are a

warranty company, not an insurance nor a home improvement company. Our

contract, that was fully available to [redacted] prior to opening a

policy and ever since then, clearly states all the covered and non-covered

issues and that determining coverage, and the nature of any

failure, will be made by HSC based upon our professional opinion, reflecting

but not limited to, diagnosis made by our Authorized Service Contractors

or trained direct employees. This claim was opened on July [redacted] and

service was scheduled the very next day and the claim was closed in less than 2

weeks. The 6-8 weeks is incorrect and a misrepresentation of facts, as well as

being uninformed about why this claim was not covered. The unit was found to be

rusted and corroded everywhere, in terrible shape and barely holding together

from previous work. Information on this issue has been e-mailed to [redacted],

and we will gladly e-mail it again if she did not receive it. We request

that [redacted] provide us with the full inspection report she claims to

have, upon receipt and review of which we may, in good faith, offer a partial

courtesy payment toward the repair/replacement of her unit.

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 filed a complaint with the Ohio Attorney General's office against HSC for breach of contract and Deceptive Trade Practices. All documentation supporting my claim has been sent to the OAG office. HSC will have to contact the OAG office for this documentation since they cannot be trusted if I were to send them the documents. If HSC would like to resolve this complaint against them, they must accept the quote I received from an independent contractor and pay $2500 for replacement of AC. Intent to further defraud me, occurred when [redacted], HSC claims agent, told me if I bought a new AC myself, my existing warranty with HSC would cover the new AC (which would be under a manufactures warranty). This is a complete fabrication and intended to be deceptive and curtail their responsibility to honor the warranty. This matter was also documented and sent to the OAG as part of my complaint.

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:

[redacted],

Interestingly enough, your company has contacted me. They have made a settlement offer. I will consider it carefully before making adecision. Furthermore, I reject your response. I do not believe that any of HSC staffers have the educational or technical background required to support your claim in regards to material failure modes in any mechanical systems. Again, to protect my interest, it is best to contact the Ohio State Attorney General’s office to obtain the documentation I have submitted in my complaint against HSC to their office. In this fashion, the integrityof the documents remains intact. At this point, I still do not trust your company, I find it extremely offensive and insulting that you deny the mishandling of my claim. I have documented all my actions as well as HSC's actions.

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

Sincerely,

Business

Response:

While we respectively disagree based on all of the information that we have, we have offered [redacted] a full settlement on this issue and are awaiting her response.