Home Service Club Warranty Corp

Nothing in this case was delayed nor
deceptive on our part, as misrepresented by in this complaintWhile we
value the opinions of all our customers, this is our home warranty and we
follow it to the letterWe 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 *** *** had with us and, unfortunately, what she has stated are simply her opinions and
misrepresentation of factsHSC does require that all system's operate to
the manufacturer's originally intended design and specifications prior to the
start date of the contractHowever, we do not require the customer to obtain a
home inspection nor are we required to request oneWe ask the customer and
take their word for it and encourage them to read the contractWe are a
warranty company, not an insurance nor a home improvement companyOur
contract, that was fully available to *** *** 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 employeesThis claim was opened on July *** and
service was scheduled the very next day and the claim was closed in less than
weeksThe 6-weeks is incorrect and a misrepresentation of facts, as well as
being uninformed about why this claim was not coveredThe unit was found to be
rusted and corroded everywhere, in terrible shape and barely holding together
from previous workInformation on this issue has been e-mailed to *** ***,
and we will gladly e-mail it again if she did not receive itWe request
that *** *** 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

They came, they replaced my waste disposal, they leftI thought they would try to repair it but the representative explained that it is just not worth doing and so I have a brand new oneGot a follow up call from the same representative asking me if everything was finished and if I was happyIt was, I am, so happy to give credit where it is dueSpecial thanks to ***

Heat 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:
[Your Answer Here]
Hsc Contractor Would Not Start Work Until He Receives Payment Of $From Hsc Please Advise When Franco HeatIng & Cooling Air Will Receive Such Payment Thank You.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Unfortunately the statements made are not consistent with thefactsThe matter was escalated by *** ***, not HSCAnd this complaint isalso fraudulent defamation and slander that was also made by *** ***, notHSC, despite HSC numerous and repeated attempts to resolve the situation which wererepeatedly declined by *** ***Once again HSC believes that the truth andcorrect, fair, and honest information should be shown*** *** can withdrawthis complaint and sign a cancellation agreement to sever all ties in writingas she is requesting here through the Revdex.com (despite declining to do so manytimes prior specifically for this complain to be filed) and HSC will cancel thecontract and close any outstanding cases

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:
They responded by attacking me instead of having a conversation, I tried to have a conversation before I submitted this complaint MrK*** is the VP of customer service I have requested a call to discuss this issue and continue to be ignored I still beleive my claim for the air conditioner was improperly denied and they refuse to reconsider even though the AC company has called them to explain that the reason HSC stated was the cause of the malfunction and therefore the reason for denial was incorrect and had nothing to do with the AC breakingI want to speak with MrK***They flag my account and threaten me and say I am trying to scam them wow I have never dealt with a company that the head of customer service would not return a call to see why the customer is unhappy and to discuss the problemHe is very good a being a corporate bully If they don't want complaints the they need to give their customers an avenue for appeal I asked to speak with someone higher and was told that there was no one higher to speak withNow I know that Stacey C*** does not run that company and they have to have someone in customer service higher than herand that person is MrK***I am still waiting for that cal ###-###-####
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
Jeanne Anne Laughlin

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:
Not one statement that the company made is trueWe prepaid and cancelled and they owe us moneyThey did not provide the service outlined in the contractI have a witness that their "technician" accused me of ramming our unit with a lawnmower and damaging itI never asked the technician to lie on the form, I asked the technician to be truthful on the formHe did not diagnose the problem, but accused of me of trying to get a new unit which was outrageous, after he accused me of purposefully damaging our unit - both of which were liesThe requirement was to diagnose the source of the problem which this "technician" did not doIf it was covered, fineIf not, fineBut the home warranty company's "technician" had an obligation to diagnose the problem and if covered to fix itI told the "technician" repeatedly that I had never, not once, rammed a lawnmower or anything into our a/c unitThis experience was surrealBut to come out and accuse me of ramming a lawnmower into our unit to get a new unit was unbelievableAnd, then he clearly went back to the company and lied about what happenedI misrepresented nothing - our a/c unit was not working and we called our home warranty company - it's that simpleWhat happened after that was a complete breakdown by the "technician" and the companyThey made it worse by accusing us of fraud when they were not there and they have an *** and dishonest technician representing their companyThe accusations by both the technician and the company which would be comical if they weren't so outrageous and ridiculousOur a/c unit was not working - we called the warranty company - and stood up to the "technician" who was making outrageous accusationsOur own technician came out a week later and we have a report from himThere is no damage to the unit - the only "damage" is age onlyThe home warranty company insured this year old unit, and then didn't want to cover it when it needed repairThe source of the freon leak was never determined by the home warranty company - if it was inside the unit it is covered, if in the lines to the house, it is not covered
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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:
[Your Answer Here]The Home Service Club did not address, in any way, the $discrepancy between the price quoted by the original technician (as told to us) and the price they say that he quoted to them for the replacement of both the condensing unit and evaporating coilWhen HSC called me on 8/**/15, they said that the technician had quoted $for this jobI spoke to the technician on the phone, immediately after speaking to the HSC representative, and he told me that his actual quote was $When I called HSC back, thinking they had mis-heard his quote over the phone (given the exactly $difference), they were very abrupt and absolutely refused to contact him to confirm his priceInstead, as I wrote in my original email, they insisted on getting a second opinionThe technician had absolutely no reason to tell me a different price than he had quoted to HSC -- he was going to be paid, whether it was by us or HSCHSC, on the other hand, has an incentive to find/report the highest possible quote because, the higher it is, the higher the customer's cost share and the less likely the customer is to accept HSC's money -- especially, as in this case, when the repair could be done for significantly less -- i.e., below the annual A/C max payout.In this case, HSC is insisting on a full replacement of both the condensing unit and the evaporating coilTheir argument for doing so does not hold upAlthough the freon currently used by our system will be phased by (years away), there is a drrefrigerant that can and is being used by systems such as ours -- and, in fact, is reportedly more efficient at high temperatures such as ours in MSIn addition, it is possible to replace the condensing unit in a way that is compatible with the evaporating coil and get many more years of serviceable life out of the systemUltimately, it will of course be necessary to make a more significant upgrade, but HSC's claim that doing so now is necessary is not accurateIt does, however, serve them well -- as it increases the cost of the repair beyond the annual A/C max payout very significantly and, as above, increases our cost share.The second opinion technician determined that our system is "mismatched" -- i.e., that the indoor and outdoor parts are made by two different companies -- and we understand that this automatically allows HSC to deny our claim in its entirety, because of contract language that excludes warranty on mismatched systemsWe were not aware that we had a mismatched system; it was already in place when we purchased the houseHSC has offered us a "goodwill payment" of just over $1,200, assuming that we replace both the condensing unit and the evaporating coil using the second opinion technicianHowever, we are going to reject their payment and work directly with the first technician -- whom we absolutely trust and who has acted with honesty and integrity, putting his profits second to our best interests throughout this processWhile we understand that the mismatched system allows HSC to deny our claim, we remain shocked by the apparent inflation of the first technician's estimate and wish to ensure that other, future customers do not have the same experienceAgain, HSC has given no reason for their unwillingness to contact the first technician to confirm his quote (the lower version of which was, incidentally, within ~$100 of the second technician's quote)Had HSC quoted us the $for the full replacement, we would have worked with them and the first technician immediately, allowing us to have air conditioning a week ago (rather than sweltering in the Mississippi summer with a baby, toddler, and two cats for more than days) and paying only ~$out of pocket for a condensing unit and coilAs it now stands, we will be paying ~$2400 out of pocket for only the condensing unit. In addition to wanting HSC to explain their unwillingness to address the discrepancy, we want HSC to reimburse us for the full cost of the condensing unit minus our deductible, or approximately $(below our annual A/C max payout)Given that they have already set a precedent of allowing a "goodwill payment" despite the mismatched system, we want a "goodwill payment" that covers our expenses with the original technician (whom they themselves called out and whom they have used previously for our repairs)If their "goodwill system" is truly "goodwill" -- and not simply an attempt to get us to rescind our Revdex.com complaint -- we see no reason why this would be considered an unreasonable request
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** *** signed up for our warranty service in the middle of a hot NJ summer and filed a claim on her furnaceIn hot weather when the heat is not in use and the air conditioning is, *** *** stated that her heat does not workPlease 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*** ***'s furnace which is not used in the summer time has not worked, at the very minimum, since the previous winterWay before she was ever a customer of HSCThis is not what a home warranty is for and not the services we provideWe cover new issues that arise during the warranty period

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

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:
[Your Answer Here]This is completely and I am confident that any consumer or legal entity will clearly see this situation for what it is and be able to determine who is being truthful I do not rely on verbal but have written documentation to back up my complaint and facts
I AM still waiting on HWSC and in fact have a recorded conversation between myself and "*** regarding this matter Supposedly they were sending me a letter to sign regarding our agreement and as of this morning, that has not been received They did agree to pay $toward replacing the unit which is LESS money that the cost of the repair according to *** The cost of the repair was quoted to me at $with $being my responsibility plus the deductible The technician that THEY sent out advised me that it would be better to replace the entire unit so I agreed to pay MORE money out of my pocket and accept a $settlement and pay the difference for an entirely new unit This is actually SAVING HWSC MONEY according to the figures that *** has quoted to meIn addition, no one in a *** role or management has ever attempted to contact me to apologize for this situation or discuss matters with me However, in my conversation with ***, I was told that she went back to her "***" and was told that they did not want to hear about my complaint again and IF I did not ACCEPT their offer right now, during that conversation, they would rescind the offer and give me nothing! I was also told that I was being flagt3e as a "fraud" customer because of my complaint and that their "legal department would be sending me a letter to sign and then payment of the $would be approved As of this morning, I have received no letter from their "legal deparmtnet" and their technician has received no approval I am waiting on this "letter" to arrive and approval to be send to the technician only to log onto my email and read that once again they are telling a different story online and are claiming I have refused their service and that my complaint is false!!
Please note that I have a written contract that clearly states that they will respond within hours to a service request during business hours and 24-hours after hours and weekends The contract also clearly states that if HWSC cannot meet these timelines then a customer may hire their own service technician and they will reimburse the cost This is a written and binding contract that I do intend to persue if they do not honor this agreement today I will not spend another week waiting on this company to make a decision or stall with approva which temperatures here expected to be 98-all weekend I am prepared to move forward and seek legal action if needed
This service call was made on Friday 8/** and I have written documentation to prove this fact Multiple phone calls were made between that initial request and Monday afternoon to HWSC which again can be documented by my cell phone bill Since they could not, or would not provide a technician, a SECOND request for service was made in writing on Monday 8/** which can be documented in writing The technician was not sent to my home until 8/**/which is FAR GREATER THAN THE TERMS OF OUR WRITTEN AND BINDING CONTRACT! In fact it would be five days before they sent a service technician out.
In addition, I have been the one who has made multiple phone calls to this company attempting to get anyone to respond Their technician as of this morning, 8/**/still does NOT have their approval as they stated (which can be documented I spoke with them in the evening on 8/** and again this morning to confirm that they had NOT received any approval from HWSC!) I do not know how many times I have to state that I have NOT received approval and I AM WAITING on HWSC to get my cooling restored I have children at home and they are having to sleep elsewhere during the school year because it is too hot to remain in their rooms!
Since HWSC has stated in writing that it is me who has refused service, and they they HAVE APPROVED, the repair, Let this public letter and response to their statement serve as my notice to HWSC that I accept their offer of $and will pay the remaining balance out of my pocket to replace the entire unit This should be happily accepted by them since 1) they made the offer to me and 2) It is saving them approximately $- $based on the figures that *** with HWSC gave me and 3) they have stated to the Revdex.com that they approved the repairs and are waiting on me Their wait is over I accept and THEIR TECHNICIAN is waiting for their written authoriation In addition, I have never received any letter or statement from HWSC which I was told by *** yesterday 8/** would be provided to me
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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,
*** ***

Unfortunately this is a slight misrepresentation of facts*** ***'s system is not covered as per his contract with usNevertheless we offered partial coverage as a customer courtesyThe only misunderstanding was that we were initially told that *** *** has a ton system, when it
is only a tonWe have since obtained new quotes for *** *** despite this being a non-covered and claim and we are just working to help him outIf *** *** would like to take our offer and proceed with our technicians please let us knowIf *** *** would rather proceed on his own he has that option as wellA representative will contact *** *** again to ask how he would like to proceed

Issue was a misunderstanding and has long been resolvedA representative has spoken to *** *** on 12/**/14, straightened everything out and even waived the deductible on this claim

I filed an emergency claim with Home Service Club Warranty for a leaking hot water heater on June *, Eight (8) phone calls and three (3) online request over four (4) days no one contacted me about repairing/replacing the hot water heater that was flooding the basementThe water heater was leaking into the basement during this ridiculousnessTo date I still have not received any communication from Home Service Club Warranty or a plumbing company to make the emergency repairsI ended up replacing the hot water, repairing all the water damage and mold myselfIf you are considering using this company - you have been Warned!

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:
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 officeHSC will have to contact the OAG office for this documentation since they cannot be trusted if I were to send them the documentsIf HSC would like to resolve this complaint against them, they must accept the quote I received from an independent contractor and pay $for replacement of AC Intent to further defraud me, occurred when *** ***, 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 warrantyThis 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,
*** ***

Here is the correct information: *** ***
signed up with us on April *** of this year, He filed his first claim
days into his policy on April ***This claim was fully coveredHe filed his
second claim on May ***This claim was also fully coveredWhen we
approved
his second claim for maximum allowed coverage for that category, *** *** asked us if he can just take the money and use his
own technician instead of the technician we sent out to diagnose his unitWe
approved that as well but let ***
*** know that the technician has to get paid for his time and diagnosis so
if he wants to use a different company then the payment for the original company
will have to come off the covered amount. ***
*** agreed and asked to take $off the approved amount to be paid to the
tech and mail him a check for the restWe approved that as well, paid the tech
$and mailed check #*** to *** *** for the claimNow it
appears that he did not pay the tech the amount they actually quoted him and wants
us to cover an extra $above maximum allowed coverage for that trade, and
then cancel his contract on top of thatThis is blatant fraud and breach of
contractBoth claims were fully covered including one days into the
contractSecond claim was paid out for full amount allowed by the contract
HSC not only did not do anything wrong, but provided excellent service and are
now faced dealing with this attempt at fraudIf *** *** wants to cancel his
policy before its expiration date, then as per the contract, he would be
responsible to pay back all claims that HSC has coveredIf *** *** wants to
keep the contract, then nothing else needs to be doneThe outstanding balance
requested by the service company is *** ***'s responsibility as the money
was sent out to him, and he needs to address it with the service company
directlyPlease remove this from our records, it is bogus and falseProof of
the checks and a copy of the contract are available upon request

Please note that not only this complaint is a completemisrepresentation of facts, it has also become very evident that it is anintentional attempt at trying to misuse this venue to get the customer's noncovered and pre-existing issues put on HSC*** *** filed a claim shortlyafter
signing up for our servicesIt was his real estate company that actuallypurchased the plan for him upon closing the sale of the homeHe did an authorizedreplacement which are not covered, for a system that is not covered anddemanded a reimbursementThe issue is completely pre-existing and in thetechnician's own words completely deteriorated and has been bad for a longtimeWe require that all covered systems are fully operation to themanufacturer's originally intended designs and specification at the start ofthe contractThis system was falling apart, deteriorated and rusted out, alltags and plates completely missing or worn off, and replaced by the customer.When we requested an inspection report from *** *** to review and see what,if anything, we can help him with he refused to provide itOriginally *** made it seem as if he did not know our services and policies, did notlook at the contract, and was told we would cover it by his real estatecompany, blaming them for everythingHis real estate company(*** *** *** ***) does have unresolved complaintswith the Revdex.com for similar issues of not wanting or following through with neededrepairs and buyers concernsWhen we spoke to them it was evident that their intentwas to brush the issues off on usAt that point, *** *** was still giventhe benefit of the doubt and we tried helping in whichever ways we can andoffered favorable to him offers with regards to his requests to cancel or keepthe contract*** ***, however, now already knowing and fully understandingthat not only have we done nothing wrong, but we were wronged and still try todo what we can to help, proceeded to still go above and beyond to try and getsomething he is not entitled to and we are not obligated to doWe have beentrying to reach *** *** for a long time now and all to no availThiscomplaint is not only baseless and false, it is at this point nothing more than intentional slander of our company*** *** can contact the supervisor that has beenworking with him and trying to reach him, *** ***, at ext***This case isclosed and should have never been opened to begin withHSC has beenresponsive, proactive, informative, and helpful throughout this process

The information provided in this complaint
is simply and the accusations are outrageousThis is *** ***'s third
claim in a few months since she started her policyWe are not a home
improvement company and are strictly a home warranty companyFirst two claims
were
take care of and for the third claim we sent out a tech as we always do
*** ***'s unit was found to be completely rusted out and corroded to such a
degree that it had holes and was in terrible shape*** *** is fully aware that
such issue is not covered and was since advised many timesIt is clearly
stated in her contract and we follow the contract to the letter with occasional
above and beyond coverage as a courtesyHer claims about opinions of her acquaintances
or other random companies about what caused the unit to be in such shape are
irrelevant to our coverageWe never told *** *** that she was entitled to any
money on this claim and have many times advised her that this particular claim
is not covered as per her policyWe advised her that she can use any company
she wanted, but if she wanted to use our assigned service company then this is
the repair price and this is the replacement priceShe was never told she has
to use them, she was given an extra option should she desire to do soWe also
told her that if she chooses to not proceed with the repair (which is the less
desirable of the options) and chose to go with the replacement and use our
service company, then we can offer her a courtesy partial payment toward the
full replacement of the entire systemShe was numerously advised that any work
done through us must be done with our techniciansAs also clearly stated in
her policyWhat happens if she uses someone random to do such a big job and
ten months into the future something goes wrong again because of it and that
company does not answer her and does not help her? Or cannot be reached or is
closed? We cannot assume liability for any mistakes or any work done outside of
our service network and not through usHowever, should she decide to go
through us and our assigned service companies, then for any issues that arise
from it in the future she can contact us and we will take care of them***
***'s accusations of pocketing money are outrageous, false, and nothing short
of fraudulentHer assumptions that we can dictate other companies to match her
desired prices are incorrect*** *** can use any company she desires to do the
workAll relative information has been provided to her numerous timesShould
she decide to do the work through our service network then she may contact us
and everything that was told to her before still standsIn good faith, we will
offer *** *** $courtesy check if she wants to use her own mechanics to
replace the entire system if the following conditions are met: she must use a
reputable, real companyShe must provide us with the receipt/proof of the work
that was done, she must sign a liability release waiver agreeing that any and
all issues related to the work done by outside third party companies will not
be HSC's responsibility

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:
In response to the message sent from *** ***, I do not have any company that I am trying to use outside of their networkThe company which was first quoted, was their companyThat company quoted $for a Carrier air conditioner, but Home Service Club Warranty Corp were trying to tell me that the quote was for $4900, and that I would have to pay my portion to the contractorBut I had a copy of the company's invoice which showed $When Home Service Club Warranty Corp was confronted about this, all of a sudden this company was blacklisted, I think they were upset that the invoice was shared with meIf I would have paid my portion up front, I would have paid over $more than I should haveSo Home Service Club Warranty Corp found the cheapest dealer they could, no company page, no *** page, only a cellphoneHe told me that Home Service Club Warranty Corp asked to have a very very cheap low quality ac put in, but he didn't carry itSo he is putting in a Lux Air, for the same price as CarrierI would much rather have the Carrier than the little know brand of Lux AirThe contractor told me that Home Service Club Warranty Corp said he could not discuss the prices with meI really think someone should look into this company, because I don't think they are operating a legitimate business.
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:
The credentials of
the technician is the least of the issue in this complaint, but HSN is choosing
instead to make it the issue instead of addressing the primary issue That issue is this: The HSC wording in their contract states that
they cover the repair of compressors when, in fact, this is not the truth - since
HSC verbally informed us that they do
not and this is grossly misleading to the general publicAnd HSC is apparently
refusing to speak to this issueThey
also indicated that a thorough inspection (which was never done) indicated that
our air conditioning system was beyond repair which later proved to be a
fallacy, since it was repaired, not replaced, by another company
We continue to stand by our convictions in this matter
because this has become a matter of principle and we would hate for more
consumers to be duped by these practices after signing with up company who will
not have their best interest at heart when it comes to air conditioner repairs
This has become highly evident from other consumers who have dealt with HSN on
air conditioner repairsWe’re just sorry we did not read their reviews prior
to signing up with HSN.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** & *** ***