Home Service Club Warranty Corp

Revdex.com: 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: [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] My response to HSC email is as follows: Hi ***, 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, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Unfortunately what *** *** *** has stated is simply incorrect.All categories do have caps as is the standard for all companies in the industry.HSC has some of the higher overall caps among home warranty companiesNowhereis this misleading and the sample contract is available to all
potentialcustomers before they ever sign up*** ***
*** has initially obtained a quote and had the sample contract available inmultiple placesHe also spoke to numerous sales representatives who are awareof the informationThe misconception that the coverage is unlimited for such alow monthly premium is simply false, unwarranted, and incorrect*** *** ***'s claim was accepted, processed, diagnosed andapproved for the maximum annual amount allowedHSC has done nothing wrong andhas provided good service*** ***
***'s numbers and self estimates are also incorrect and are in no wayindicative of what HSC's policies and contracts should beHSC has doneeverything it is contractually obligated to and that we promise to ourcustomersShould *** *** *** wish toproceed with the claim he can contact our customer service department and our representativeswill be happy to assist him*** ***
***'s contract is available to him 24/online and has been since before hewas ever our customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This is a continuation of the initial complaint Due to the fact that their contractor did not receive approvals quick enough from this company, they did not finish the job until well pazt a month later and therefore I didn't have all of the information to respond I do not recommend using this company for any business needs Please retain this complaint on record
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

This is now simply a blatant lie and an very evident attempt atfraud and slanderEverything *** *** stated about his system is completelyand opposite of what was found by the technicianThe verbiage used is misleading,and "authorized" repair not authorized by us is by definition notauthorizedThe inspection report is not required to sign up, which is why *** was able to sign up with usHe also stated that he does in fact havethe report, and his attorney offered to send it in only after he saw that hewas in the wrong and was not eligible for any reimbursementsWhat he statedabout the real estate company, and literally everything in this"complaint" is blatantly and is no longer considered amis-understandingOur representatives adn a supervisor attempted to contact the customer and his attorney many times, and nobody ever yelled at him regarding the Revdex.com complaint nor anything elseYou can see the date the complaint was filed and that is how long we have been attempting to contact the customer and how long we have been offering the requested termsThis is being sent to our Fraud Prevention Department and will be handled accordingly

The information presented by *** *** is completely and not factualWhen we sent out a technician, the system was found to be very dirty and un-maintained, causing the coil to leakDespite it being a completely non-covered issue, we requested the customer to provide us with their home
inspection report to see if we can help out in any wayThe home inspction report (please see attached) clearly stated that both the furnace and AC were very dirty and needed maintenanceIt also states that it did not even have the right filters in and the filters used were the wrong size, for different systems, causing the unit to be even more dirtyWe are not a home remodeling or a home improvement company but strictly a home warranty company and we do require that all systems operate to the manufacturer's original design intention before the start date of the contract and do not cover any issues caused due to lack of maintenance or improper parts/repairs done prior to our contract effective dateWe asked *** *** to provide us the maintenance records to see if maybe we can cover it partially if she did the proper maintenance even if the previous owner did not*** *** failed to provide us with such records as the recommended maintenance was never done, as also evident from the condition of the unitDespite all that, we still offered *** *** to contribute $toward the repair/replacement if she wanted us to set it up, howeverm she declined the offer and stated she prefers to have it done on her ownAt this point the contract has grounds for cacnellation and yet we still called to offer ** *** $just to help them out and still keep the contract valid until its expirationWe have called the customer numerous times today and were unable to get a hold of themThis complaint seems to be an attempt to try and ruin our company's reputation and/or obtain coverage against the contract that *** *** is not entitled toIn good will we are still willing to pay $to the customer, however, this would have to be done through our legal department now and the customer would have to sign the agreement letter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
It's really sad to see a business make a mistake and not admit to it. This is obviously a misunderstanding where I said to cancel my service call and they assumed that I want to cancel my contractAnd to prove that I can guarantee that there is not a quote from the recorded phone calls where I am saying "I want to cancel my contract." The fact that they automatically assumed that I wanted to cancel my contract says a lot about their business- I'm guessing a lot of people call to cancel their contract because I see a lot of bad reviews onlineIn any case, they canceled my contract without written notification which i'm not sure how legal that isRevdex.com, I appreciate your time and help to try to resolve this but it does not look like this company is willing to admit that they messed upYou guys can close the caseMy lawyer will send them a letter at a later time Thanks.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

This claim was assigned as well as approved for a second opinion.Two professional technicians have now looked at this system and one has been approvedfor initial repairs and should be contacting the customer to schedule the work.This is despite some possibly non covered findingsWe
apologize that it hastaken a few extra days, however, it is standard procedure and is to the benefitto the customer to have more than one technician look at and diagnose thesystem

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
What is clearly stated in what contract I have never seen! I asked for a the contract, they said they would e-mail itNever got it[What I do have, is a guarantee that my furnace and heat pump are covered. My Home Warranty Login Information.User Name: ***www.hscwarranty.com PROPERTY INFORMATION*** *** ***
*** *** ** ***single family under 5,sqft.MAILING ADDRESS*** ***
*** *** ***
*** *** ** ***###-###-####***BILLING INFORMATION*** ***
*** *** *** ###-###-####*** My Contract Coverage Summary DetailsSTANDARD COVERAGESystems:Air ConditioningHeating SystemsPlumbing Systems (Faucets)Electrical SystemsWater HeaterCeiling FansGarage Door OpenerGarbage DisposalsCentral VacuumsPlumbing Systems (Toilet)Plumbing SystemsAppliances:RefrigeratorsOvens Ranges CooktopsDishwashersClothes WashersClothes DryersFreestanding IcemakersMicrowave Oven Built-InTrash CompactorsFood Centers Built-inTOTAL: $37.95* per month Trade Service Call Fee $125.00The trade service call fee applies to the initial visit by a contractor for each covered trade repair or replacement. Attached please find your first month statement
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The technicians that I have experienced using while I have been with this company for the most part have been greatBefore I had a home warranty I used to have to find someone myself which is always a big hassle and you never know if your going with a professional companyI would get a home warranty with them for this reason alone to make sure you are getting a technician that knows what there doing each and every time

Customer signed up for warranty coverage which is what we provide.However that is not the service that the customer neededA month into thecontract they have significant damage in their living room and garage, mold,and have filed a claim for roofingOur roof repair coverage does not
cover anyinsurance issues, consequential damage, or pre-existing conditionsIt is notmeant for replacements but rather repairsThe technician stated that it waswind damage and that he was waiting on the status from customer's home owner'sinsurance on the matter as they are who cover such issuesCustomer has amisconception that our company is who does home improvement and remodeling,which is supported by the findings in her house, this complaint, and thestatement: "what have I been paying for"Monthly premiums, again,are for WARRANTY coverage onlyEverything is required to be fully operationalto manufacturer's originally intended design and specifications at the time ofcoverage and in the case something fails, you would be covered in accordance tothe coverage terms and conditions that she signed up forWind damage is notwear and tear, mold and the structural damage all over the inside doesnot happen so quickly, and this is not warranty coverageWe do not even haveall the needed information to fully determine the full scale of the situationas the technician never provided it and was dealing with the home ownersinsurance companyWe would be happy to send out a second opinion and get abetter and more detailed diagnosis, however the customer has cancelled hercontract, as well as place this complaintAlso the customer needs to beaware of what warranty coverage is and that roof replacements or structuraldamage is not what the service is for, and nothing pre-existing or mold arecovered under our roof coverageShould the customer choose to reinstate theircontract, we would be happy to send out another technician for a second independentdiagnosisHowever, at this point, the customer has requested to cancel thecontract and HSC has waived the cancellation fee and approved customer'srequestContract has been cancelled as per *** *** request and there isnothing further to be done here

Revdex.com:
In reference to complaint ID ***, the Home Service Club has contacted me and offered to pay me $- the cap amount for the dishwasher under my original contract
The Home Service Club has also offered to reimburse me $- my out-of-pocket expense to the first technicianbusiness This resolution is satisfactory to me and the matter has been resolved
Thank you for your help in settling this matter
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been
resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This is getting very annoying, instead of acknowledging their mistake and coming to a resolution, the company is putting accusations and statementsThey keep coming up with different statements every timeFirst they blamed me of asking them for remodeling and now they are saying that the "other" account is in my mother's nameI have never mentioned about my mother to themI have only one account and it is in my name.I kindly request Revdex.com to do the needed to help resolve this issueI also request Revdex.com to help make people aware of such companies who make advertisements and lure customers, and then harass them.In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

A supervisor has taken over this case and as a courtesy, we have sent *** *** a new check in the amount of $This case is now closedShould *** *** not receive the check within another few days, please let us know

Unfortunately everything stated in this complaint is a total misrepresentation of factsThis account has been flagged and will be reviewed by our Fraud Prevention Department and may be subject to cancellationThe customer signed
up with a bad system with intentions to get it replaced - not a service we provide as clearly stated in our contract and is attempted warranty fraud when done intentionallyUpon discovering that we will not be covering pre-existing conditions as it is not a service we provide, the customer began threateningCustomer's statement herein are completely falseA supervisor did attempt to help and did offer courtesies including a lot of money outside any contractual obligations and just to help the customer and because customer service and customer retention are our utmost prioritiesHowever, all courtesies previously offered are now voidNobody yelled at the customer (everyone, in fact, were exceptionally nice and took a lot from the customer while remaining professional) who, in turn, was extremely rude and threatening to a female representative and made statements such as: "*** *** *** ** ** * *** ** ** *** ***", "*** *** *** *** *** * *** *** *** *** *** *** *** ** ** *** ** *** *** ***", "* *** *** ** *** *** *** **", etcCustomer was not hiding the fact that he is attempting to unethically bully us into paying for his bills outside any contractual obligationCustomer's claims regarding the technician are also incorrectAs per the customer's contract, issues existing prior to the start date of the contract are not subject to coverage, it is simply not a service we provideWe are strictly a home warranty company and do not provide any general contracting, home improvement, or remodeling servicesAlso as per the contract, it may be subject to cancellationThis account will be reviewed and should anything be deemed as fraud, the contract will be cancelled, reported, and any outstanding balances due will be subject to further actions including but not limited to collectionsShould any refunds be due they will be issued accordinglyIt is unfortunate that such are the extents to which people go in order to obtain what they are not entitled toIt is now very evident that there wasw no miscommunicationThe customer planned and very well and knew what they were going to do, were fully aware of everything every step of the way, and have showed clear intentionsHSC is an honest company and provides reputable service and will remain so despite such attemptsShould the customer have any questions they may contact the supervisor assigned to the case

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

*** *** had a claim less than a month into her contract and her entire AC system needed to be replacedWe honored and approved her claim and spent $to replace her entire central AC systemSe called two months later stating she is having an issue againShe was told that is not a problem we
will contact the the technician who installed it to come out again and take care of it under his labor warranty (all equipment is brand new and under manufacturer's warranty)HSC's liability is over as the claim was paid for maximum allowed amountWe couldn't reach the tech on Friday as he was out in the filed, but were able to reach him earlier today and he advised us that he was already aware of it, had already spoken to *** ***, and scheduled to go back out to take a look at itThis was before this copmplaint was filedThere is nothing for HSC to do here, we have spent the maximum amount allowed on a month old claimThe technician is already aware and is scheduled to go take care of it under his installatino warrantyPlease remove this complaint as it is completely unjust

The information provided in this complaint is completely non-factual and the customer is very well aware of thisCustomer's attorney has already contacted HSC with, also, all information and was provided factsCustomer
signed up with numerous pre-existing issuesThe first one was for a refrigerator and HSC approved and covered it in full as a courtesyThe second one was for an air conditionerUpon receiving the claim HSC promptly assigned a technicianIt was found that the system was out of freon (original invoice attached)Customer was advised that his system/issue was not subject to coverage and he was offered to have the system filled up on his own with our technician and was even offered a one-time courtesy outside any contractual obligationsThe customer refused the offer and asked what would a cancellation entailThe customer was advised of cancellation policy which states that they cancel at any time and be entitled to a pro-rated refund of the unearned income less any claims paid out and a cancellation feeCustomer was also advised that HSC would waive the cancellation fee and he would only pay back what was paid out by HSC on the first claimThe customer did NOT request to cancel at the time and we have never heard from the customer sinceThen HSC received a letter from his attorney with information and demands for refunds of sortsIncluded was a receipt from a company the customer got on his own to fill the system up with freon and a claim that his company refuted the diagnosis of our companyThe fact is they did not, both found the system to be low on freon and the customer simply chose the second company to fill it upThe issue is still not covered and unauthorized repairs are not reimbursed as per the customer's contractThe letter also claimed that HSC "repeatedly ignored" his requests to cancelThe customer never once requested to cancel and was never ever ignoredThe customer has a significant contractual outstanding balance in order to terminate the contract before its expiration dateHSC has, in good faith, offered to cancel the contract as is and waive both the cancellation fee and the outstanding balanceIn turn, the customer is still not in contact with HSC and has opted to file this complaint and also a chargeback with his credit card companyAt this point HSc will go only in accordance to the contract and all outstanding balances are subject to further action including to but not limited to collectionsThis is a complaint on an honest company which did nothing wrong and has provided and offered services outside its contractual obligationShould the customer wish to accept any of the previous offers, he can contact us and if approved, it would need to be with a signed stipulation

This is complete misinformationBesides HSC not having done anything wrong, we have gone above and beyond to help *** ***, received a signed agreement from *** ***, confirmed with the technician that the job was complete and went well, and were under the impression that this case was closedHSC has paid the full maximum cap for their replacement which was approved right away*** *** was quoted correct prices and has insisted on only using her company and going outside of our contract which we advised is a liability issue and not an optionWe have found a cheaper quote for them, even cheaper than their company, despite not being obligated to do so, and approved the maximum coverage againThe system has been fully replaced with a good brand new system and have pictures and confirmation from the service company that all went wellIf *** *** wanted a different brand and to pay the difference for it, they could haveBut it was never an issueHSC was paying the full maximum anyway, we could have provided any brand if *** *** wanted to pay the difference (again despite not being obligated to do so)We provide a certain service and are very good at what we doIf *** *** wanted upgrades and other services that we do not provide, then it is not the fault of HSCNonetheless we offered more than we were obligated to and this claim was approved from the very beginningHSC has paid in full and promptly replaced *** ***'s entire central air conditioning system as per our contractWe upheld our part in both the contract and the signed agreement, *** *** has notThis case is now considered closed and has been submitted to and will be handled by our legal departmentIf the contract is breached and void, *** *** will be responsible for what HSC has paid out for claimsGiving *** *** the benefit of the doubt we have contacted the number shown for them on the Revdex.com and were told that we got a wrong numberWe contacted the number on file to the property management company and obtained two more numbersOne of those numbers is no longer in service, and the second went ot a generic voicemail messageWe will contact *** *** again after the weekend before submitting it for any possible legal action in the case this was a mistake/misunderstanding