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: 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,