HomeSmart from Xcel Energy

Scam. Absolute scam. I couldn't even get anything fixed. The hold times are horrible, half the people that I do talk to are as confused as I am. I've finally had it and canceled my services after a 1 year contract. Called and paid off the rest of the year (Nov 2022) and specifically told them to not renew, and will be cancelling. They said ok, and I thought that was it.

2 weeks later, I got a letter stating that they renewed our contract. What? I called, again on hold for the longest time, and they said "Oh we send those out automatically! We still have you here as canceled!" Sure, why would I doubt that? Well, just yesterday, I got an email asking for payment for December. I cannot be on hold again for something that you can't do right. You're not paying for the time I'm wasting on you. I will be leaving 1 star reviews on every platform I can find to warn others about this scam.

l pay into Home Smart, I have Call Appointment April Know it's May Said they have a Ticket I Signed .in April I Call Texas no Response, Rudeness .I have Call Dr. Plumbing 303 665 0312 Denise , will call Home Smart no Response .

Got a letter that said I qualified for replacement assistance for my stove because it could not get fixed so I bought a new stove emailed the receipt and application back on feb 13,2021. Still have not heard back emailed them on three different occasions and called and spoke to someone who said he would get back to me and still nothing.07/06/2021

I've been paying for a couple of years now and called to use it for my air conditioner. My air conditioner won't work if it rains for some reason. On Sunday when we got that heavy rain it didn't work all day and it was really hot and humid. I called first thing this morning. I just received the call at about 4:30 pm and she asked if it was working now. I said yes but it won't work when it rains. She said well we can't come out then if it is working. We are for repairs. I said, it won't work when it rains. She refused to come out. I said there is something wrong with it as it won't work if it rains. They refuse to come and fix it. I will be switching to another company. Too bad as I was just going to upgrade my services.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution and explanation about how it would be resolved is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ This complaint was sent HomeSmart Minnesota in error.This complaint has been forwarded to HomeSmart ColoradoThe HomeSmart Colorado phone number is XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 24, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) You will note on the service order that I signed the work completed boxI DID NOT sign the "estimate OK" box because I was never given an estimateI asked for the price on the parts and was told he did not have the invoiceI would never have accepted the $1,price since I had already researched the price and knew approximately what it should have beenThe adjustments on price were made at a later date than the original service orderThe changes were written over and added to the original work orderOriginal WO #XXXXXXXX was changed to WO # [redacted] might be a y)The $1,price was still in affect on 9/14/as per the building permit dated that dateAll changes made after the installation on 9/05/I feel Homesmart responsible as BMR is their appointed installer (employee in my opinion)I also note that Homesmart failed to address the $rebate that their original renewal confirmation letter says they will pay if I buy a new heater from them and have it installed by themAt the very least I am entitled to thisThanks, [redacted] XXX-XXX-XXXX Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (4000, 30, 2015/12/18) */ Homesmart's Technical and Field supervisor will visit the [redacted] residence to assess the installation and the equipment that was installed Monday 12/ Final Consumer Response / [redacted] (2000, 32, 2015/12/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) As a result of the meeting with the field supervisor, we came to a satisfactory resolution to the problem and all the conditions were met in a very timely and professional mannerI consider this matter to be closedThanks to all who were involved

Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ [redacted] Eagan, MN May 21, Dear Ms [redacted] : HomeSmart received an escalation regarding the scheduling of a service call for your fireplaceWe've reviewed your complaint Our records indicate that you called on 5/1/for service on your fireplace and that service was scheduled with our subcontractor [redacted] Plumbing & Heating for 5/6/ [redacted] Plumbing & Heating did not show up for this appointment and did not follow up to schedule a new appointment On 5/6/15, you called and spoke with a representative here and were told that they would work with our contractor manager and [redacted] Plumbing & Heating to find a resolution On 5/8/15, you called because still no one had followed up with you to resolve the issue on your fireplaceA formal escalation was put in at this time for our contractor manager to follow up with you On 5/15/15, you called again and another order was put through to [redacted] Plumbing & Heating and they scheduled an appointment with you for 5/18/and your fireplace was repaired We apologize for the inconvenience that this has caused youThis is not acceptable service and we promise to follow up with those that are involved to ensure that this does not happen in the future Because we do value you as a customer and because of any inconvenience we caused you, we will be crediting a total of months service Please let us know if there is anything else that we can do to help you resolve this matter Thank you, [redacted] HomeSmart Supervisor

I am rejecting this response because: If they think I'm just going to wait and see if I get the credit later the $that I can't see and no one can look at it no one can tell me about it I don't think that's rightI waited to see if they could do their job before and time and time they failedI requested six months A free service for all my time and inconveniente, three months isn't enough anymore and I want that in the check mailed to me I don't want to wait and see for six months if the credit is applied and if it's not or someone drops of all that I have to call back in with Mike more of my time

I am disappointed that Mr [redacted] is not pleased with my initial responseWhile R&H Heating may have been making service calls during the blizzard, HomeSmart made the decision to not to dispatch any of our employees or service partners during this blizzard eventOur decision was based on ensuring the safety of our employees and service partnersTo clarify, the decision to dispatch was made based on the weather conditions along the entire Front RangeIt was not based on the weather in Denver alone, and we have educated our after-hours call service, that the information they gave was indeed incorrect If R&H Heating was making service calls, it was on their own volition and for non-HomeSmart customersThey made no service calls at the request of HomeSmart from Xcel EnergyThe newspaper article we referenced regarding weather conditions was indeed dated at 10:p.mMDT on March 23, It was included in our response as a point of reference as it reports road conditions and closures between 11:30am and 4:30pm, as well as accidents reported on March between 6:00am and 3:00pmThis is relevant as to conditions in the Fort Collins area at the time of your call at 1:00pmAs stated in my previous response, Safety is a key part of Xcel Energy’s corporate values, and protecting employees and the public is always the first consideration while planning or performing all workI am sorry to hear that you do not agree with our policiesXcel Energy will always base these decisions based on what we believe are safe or unsafe conditionsThis is referenced in our Terms and Conditions: #Safe Access: HomeSmart from Xcel EnergySM technicians must have safe access to, and safe working conditions at and around, the appliances and equipment.Again, we apologize for any inconvenience caused by this weather event, and our associated decision processIf Mr [redacted] would like to discuss this further, he can contact me directly at [redacted] Customer Service SupervisorHomeSmart from Xcel Energy Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.Only thing is I do not see that Excel energy has yet refunded me the amount they mentioned in the letter.Is it possible for me to keep the complaint open till I see the refund posted? Or should I close the complaint amd wait till next billing cycle to see the refund and reopen this complaint if they do not post the refund amount.2nd: I am very grateful to Revdex.com for looking into thisIt is extremely important to have organizations such as Revdex.com who are consumer advocatesOtherwise there is no way available for consumer like me to appeal honest requestConsumers like me typically do not have time and resources to pursue big companies in courtsSO THANK YOU, THANK YOU.Regards, [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2014/06/24) */ On April 2nd HomeSmart received an invalid receiptHomeSmart contacted the customer to explain a valid receipt was necessary to reimburse the customerHomeSmart contacted the plumber [redacted] on behalf of the customer to request a retail receipt that stated make model and serial number of the new water heater The receipt was received by HomeSmart via fax from [redacted] on May 7thThe reimbursement was validated and sent forward for paymentHomeSmart was unaware the payment was not received until this complaint was received in our office The second payment check was sent on June 20th, We apologize for the delay and the confusion

Carol, Hello I did not receive anything regarding his contention to my response I have read his statement and this is what I can tell you I cannot input into the system as it will not allow it Mr [redacted] had called in that his clothes washer did not drain on 5/and that visit by our provider on 5/was not covered as he was in his day trial period, so anything related to that problem is considered pre-exist and is under the customer’s responsibility The technician said that his clothes washer needs a new “door boot” as it was leaking there, and he is responsible for parts and labor which would be $ Mr [redacted] told the technician that there was an for ferror code when he used the washer The tech could not replicate the problem The circuit board, however, would be a covered part if determined it was needed The door boot would need to be replaced and paid for prior Under our terms and conditions, which I have attached, when adding an appliance, that appliance has the day pre exist, plus must remain on the plan for one year if there are any calls made regarding repair Since the customer had called HomeSmart to send a technician, and that technician did go to the customers home to diagnose on 5/31, the Clothes Washer needs to remain on the account for that year Mr [redacted] asked to have his HomeSmart account canceled at renewal which is 1/10/ It is scheduled to cancel on that date If Mr [redacted] pays for the Door Boot and labor to install, the circuit board repair would be covered and could be completed Any questions or concerns, please let me know Lisa [redacted] Customer Satisfaction Manager [redacted] Copied and pasted from email

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you for addressing our concern [redacted] ***

We apologize for the difficulty Ms [redacted] had in contacting HomeSmartWe experienced some team member attrition during the latter part of 2016, during our busy furnace repair season, which is the root cause of our longer than hold timesWe are actively interviewing candidates for our contact center and should be fully staffed by the end of the monthAs Ms [redacted] is aware, we offer a voicemail option to leave a message, rather than wait on holdVoicemail calls are generally returned within hoursAn alternate method of contact would be to send an email to [email protected] requests are also contacted within hours Our records indicate that we attempted to return Ms [redacted] ’s 1/11/call (voice mail) on 1/12/There was no answer, and there was no option to leave a voicemail at that timeOn the same day we emailed Ms [redacted] a letter detailing her coverageThe HomeSmart plan does not cover microwavesWe called MsGreen on 1/13/regarding this Revdex.com complaint and left a message that the HomeSmart repair plan does not cover microwaves, but we would be glad to arrange a COD service call with one of our appliance service partnersIf she was interested to contact usAs of this writing she has not contacted us for service(As an FYI, we did not did speak to Ms [redacted] earlier in the day on 1/13/and set up a service appointment for her Furnace)

Thank you for letting us address Ms [redacted] 's concerns When signing up for HomeSmart, either on the website, or via the phone, all customers are told about the month commitment to the HomeSmart Appliance Repair Plan The terms and conditions of the Appliance Repair Plan are on our website www.homesmartminnesota.com, and we also send out with every sign up I have attached a copy here as well Per our terms and conditions, HomeSmart's Appliance Repair Plan is a month commitment and we are not able to process any refunds All of Ms [redacted] 's accounts have been cancelled with HomeSmart

A credit was issued today to this customer’s account for a total of $We apologize for the delay in getting this processedAdditionally, we have listened to the calls and the interactions you had with the agents referenced, do not meet the level of customer service that we expect from our team membersWe have coached them accordinglyAgain, we apologize for your less than adequate experience with HomeSmart

Initial Business Response / [redacted] (1000, 5, 2014/12/02) */ The aquastat that was ordered was installed on November 25thWe apoligize for the delay

Thank you for the opportunity to address Ms***'s concerns I have looked into her HomeSmart account We apologize for the inconvenience and the delay of payment of the HomeSmart Replacement Helper Plan reimbursement Unfortunately, processing was taking longer due to a new program and an influx of reimbursements to payout There is never a guarantee of 4-weeks of payment, that is given as a guideline I have also verified that the two month "credit" has been processed The $will be reflected on Ms***'s next billing statement as a zero charge for her HomeSmart plan, and a credit on her Xcel Energy Bill for the remainder The "credit" was put in and processed just after the cut off date of the last statement which was 12/ If the customer calls Xcel Energy for HomeSmart credits or billing, their concerns will never be answered because they cannot "see" them until they have hit the billing statment Again, many apologies for the delay

I am rejecting this response because: The first time the repair person came, they said there was a piece of cloth that had blocked the washer which they removed and left the washer workingThere was no mention of a board failureThere was a crack on the plastic around the washer which he mentioned was an existing problemThe next time I called, the washer had stopped working againThat is when they diagnosed a board issueI told them right away that I am not going to fix it as he was telling me that is an existing problem given the day ruleGiven your time line, which I had forgotten the exact dates, the board failed after the days expired and that should have been coveredThere is no mention of stopping to bill me for a washer that is not working