HomeSmart from Xcel Energy

Initial Business Response /* (1000, 11, 2015/04/03) */
As stated in the terms and conditions and also to keep the affordable HomeSmart routine service call scheduling is provided Monday through Friday during business hoursThis information was also outlined in a letter sent you in
February 25th and also communicated in January of
HomeSmart is a non-regulated offering of Xcel EnergyWhile there may be limited options for gas and electric utility service there are several competitors who offer service plans in our marketplace
HomeSmart apologizes for the inconvenience but is unable to honor your scheduling requestIf the service plans scheduling terms and conditions do not meet your expectations I recommend you consider canceling your plan

We are rejecting the response because Homesmart/xcel energy dispatches based on the weather in Denver We live in Fort Collins What that means is that if there is inclement weather in Denver, the company will not dispatch to Fort Collins Our furnace was not heating;
to make a blanket decision to halt any dispatching anywhere due to weather in Denver is inappropriate in our view any subscriber should be aware of this fact Although this is probably a rare occurrence, it happened to us on the initial contact with homesmart/xcel

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.Thank you for your assistance in this matter, I am glad we could resolve this situation.*** ***

Apologies I didn't explain the process more clearly. The claim number expired, and these claims are issued by the Accounting Department and thus the reimbursement comes out of the Accounting Department's budget. When a claim has expired, as in your case, the Accounting Department has very rigidly defined processes which do not allow them to re-open the claim or issue a new claim number since the old one expired.What happens in this instance is that it becomes a Customer Service issue, no longer an Accounting issue. As a customer service manager, I have the ability to approve ad hoc payouts to customers for various issues upon review, and that is what I am doing in your case. I do not have any type of claim number that I issue from customer service, I simply authorize a payment to you to reimburse you for the new appliance once you have provided proof of the purchase. I hope that helps clear things up for you as to why the claim number can't be reopened, or a new one issued. I am authorizing you to purchase a replacement appliance, and asking you to submit a copy of your receipt once you have done that, either scanned and sent via email or sent via regular mail. Once we receive it, an agent completes the paperwork on your case, I sign off on it and then a check is cut and sent to you for the $replacement assistance reimbursement amount within business days. I hope this helps more clearly explain the process. I look forward to hearing from you

Thank you for the opportunity to address Ms***'s concerns. When a customer goes onto our website, www.homesmartminnesota.com, they can look into pricing as well as different services HomeSmart offers. To sign up for the Appliance
Repair Plan, there are safeguards in place to ensure that customers should not sign up in error. There is a box that is marked click here to agree to the terms and conditions, as well as a secret code at the bottom of the form to re-enter and then submit. Unfortunately, either Ms*** or her daughter did just that. To correct that error, HomeSmart has been in communication with Ms*** and all monies paid for the Appliance Repair Plan have been refunded, and Ms***s plan with HomeSmart has been cancelled. We apologize for the inconvenience to Ms***

Initial Business Response /* (1000, 8, 2014/02/27) */
Ms***
***
Minneapolis, MN
February 20,
Dear Ms***:
We received your complaint filed with the Revdex.com and have reviewed your complaint in fullWe have prepared the following response:
Our records
indicate that *** responded for a repair on your water heater on January 3, *** diagnosed the problem as a leak from underneath the water heater unit, and advised that replacement of the unit would be necessary*** came out to your home and installed a new water heater on January 4, On January 8, 2014, four days after the new water heater was installed, you called HomeSmart to say that you again noticed a pool of water at the base of the new water heaterOn January 10, 2014, *** came out and found a crack in the condensate pumpOn January 13, 2014, *** came out and repaired the condensate pump
The distributer, Water Heaters Only, did accept the old unit as a defective unit for a warranty creditIt is not able to be determined if there was a misdiagnosis of the water heater or if these were two separate issues
As a goodwill gesture and to resolve this matter, HomeSmart will be reimbursing you $and *** will be reimbursing you $for the total cost of the installation for the new water heater
I did leave a message for you regarding this and advised you to call me back with any questions that you may haveHomeSmart has applied a credit of $to your account
If you have any further questions, please let me know
Sincerely,
***
HomeSmart Supervisor
***

HomeSmart will not intentionally oversize your air conditioning systemHomeSmart will remove all equipment that we’ve installed, repair any damage that we have caused and offer $2,compensation for the original equipment we removed

Thank you for allowing us to address Mr***'s concerns. The Replacement Helper Claim was marked as "receipt received and approved" on March 27, 2017. Somehow, something happened and that receipt was either misplaced or mismarked. On May 22nd when Mr*** called again to
follow up on his check, this mistake was realized and a new receipt was requested. Mr*** resent the receipt on May 24th. On June 21, 2017: Accounts payable processed the check #*** in the amount of $(Customer should allow 7-business days to receive check). Mr*** should have received the check prior to today, July 7, 2017. If Mr*** has not yet received his check, please call Jeneen at ###-###-####. For Mr***'s delay in receiving the check, I have put in a credit of months HomeSmart charges. It will appear as a zero charge for HomeSmart, and a credit on his Xcel Energy bill for the remainder. We apologize for the delay and inconvenience

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. However, if the check is not received in the time frame provided, another complaint will be filed. Thank you

I originally posted this on Christmas morning: Good morning & Merry Christmas! I am posting this at 3AMYou may ask "why?" well, my furnace stopped workingThankfully, I have HomeSmart through Xcel EnergyI called them up at 2am when I noticed the house was cold, and I could not get the furnace to turn onThankfully they work 24/7/and sent a tech out within the hour at 2:30AM Christmas morningThese guys and gals are great! The tech arrived and he was very friendly and helpful(Something I wouldn't necessarily expect at 3AM on Christmas morning.) Luckily my problem was something that could be fixed by the tech during the visit, (some build up that needed to be cleaned off of a thermal something-or-other.) I highly recommend you head to their website http://homesmartminnesota.com and see what kind of coverage works for youJust to give you a heads up, I pay about $55/mo for my coverage (I have an appliance, maintenance, and replace coverage plan.) Tonight my visit would have cost me $out of pocket without that coverage(Plus, earlier this month my washing machine went out and needed a new control boardAll together that problem would have been $450+.) For those who like to budget, I highly recommend the peace of mind HomeSmart has to offer!

Complaint: ***
I am rejecting this response because:I cannot send a receipt as directed as no work has been done. I was given an estimate of the work to be done via Xcel Energy. The cost was ~$after replacement costs were calculatedI cannot schedule this work to be completed because Xcel states there was a previous claim (of which I did not open)A simple phone call most likely would have resolved this in minutes instead of months
Sincerely,
*** ***

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*** 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 $208. Mr*** 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 *** asked to have his HomeSmart account canceled at renewal which is 1/10/17. It is scheduled to cancel on that date. If Mr*** 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 *** Customer Satisfaction Manager***Copied and pasted from email

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

Thank you for giving us the opportunity to address Mr***' concerns. A supervisor, Randy, contacted *** on July 25th, 2017. A pre paid HomeSmart account was set up in the customer's name for HomeSmart's Appliance Repair Plan and an agreement was reached for payments by
August 31, 2017. We apologized that the customer was not given notice. Per HomeSmart's Appliance Repair Plan Terms and Conditions, HomeSmart Account - HomeSmart from Xcel Energy reserves the right to withhold service if the customer's Xcel Energy utility bill or HomeSmart account is past dueIf you dispute any HomeSmart charges you must do so within days of the invoice dateYou accept all charges not disputed within days. we now send an invoice for the total amount due and the payment is required within days, or at least, communication and effort with HomeSmart from Xcel EnergyThis was not done and accommodation has been made with the customer. If there are any questions or further concerns, please call ###-###-####

Hi, *** ***, We apologize for the delay in getting your rebate check to you, and the delay in communication. I spoke with *** ***, and he has agreed that HomeSmart will pay you the rebate amount directly to you ourselves, so you do not have to experience further delay waiting for
the manufacturer to mail you the rebate check (the manufacturer will then reimburse HomeSmart directly). Please let us know if this is acceptable to you, with our apologies. In the meantime, if you have additional questions, you can reach *** directly at ***. Regards,*** ***
*** *** ***

Initial Business Response /* (1000, 11, 2016/01/15) */
We have reviewed this complaint for ***
It is common industry practice to shut off a leaking water heater so that water damage is not caused
We understand that Ms*** was not satisfied with the decision to turn off
the water and we have made an exception to our policy and have allowed cancellation of her planThe HomeSmart plan was cancelled on December 16, and nothing further has been billed to Ms***
Please let me know there are further questions regarding this matter
Thank you
Tami ***
HomeSmart Supervisor
***

I have been working with this customer via voicemailWe are more than willing to reimburse the customer for the requested fundsI have left him a message that we need the invoice for the $to process the reimbursment. He advised that the work was performed by someone from his
church who is a contractorI advised that we still would need an invoice. I have not heard back from him since I left last message (left on Tuesday 8/@12:390m)He has my direct phone number to contact me

I contacted Mr*** on 1/13/to discuss his Revdex.com complaintA HomeSmart service partner went to customer's residence on 12/26/for a Water Heater repair callThe gas water heater was deemed non-repairableMr*** wanted to replace with an electric water heaterThe service partner
contacted HomeSmart to arrange for an electrician to install service, so that an electric water heater could be installedHowever, our service partner neglected to contact the customer to arrange an install date Mr*** did not want to work with our service partner again, so we arranged to have a HomeSmart representative provide an estimate for replacing the Water Heater on 1/18/Mr*** declined the HomeSmart installation estimate

Initial Business Response /* (1000, 9, 2014/07/11) */
We have reviewed this matterWe apoligize for the confusionTo resolve this matter HomeSmart has provided this customer with a $credit
Initial Consumer Rebuttal /* (3000, 11, 2014/07/14) */
(The consumer indicated he/she
DID NOT accept the response from the business.)
I don't understand how this business came up with the $creditAs indicated in my complaint, I am seeking either a refund of the $which is what I have paid into the HomeSmart Repair plan from the beginning or I will accept the cost to fix my AC unit which totaled $($for the service/repair and $for the thermostat)
Thank you,
*** ***
Final Business Response /* (4000, 13, 2014/07/18) */
Thank you for bringing this to our attention we have reviewed this matter a second time
As Mr***mentioned in his complaint HomeSmart does not offer coverage for the duct zone damper or its associated componentsThus the duct zone repair would not be something HomeSmart would be able to resolveIt is HomeSmart's understanding that Mr***considered hiring *** directly to complete the duct zone repair but was unable to connect with ***, stating *** did not return his callsMr***then contacted HomeSmartHomeSmart staff contacted *** on Mr***'s behalf
*** reported to HomeSmart that they did contact Mr***regarding the zone damper repair estimate Mr***requested and Mr***stated to *** that he was working directly with HomeSmart on his zone duct issueHomeSmart made a courtesy call to *** to expedite a call back from *** even though this is a separate independent business transaction between Mr***and ***HomeSmart regrets that this was not made clear when Mr***contacted HomeSmart
Our records indicate that furnace repairs were completed on February 10th and on February 11thAlso on June 2nd *** diagnosed that the central AC was operational but the duct zone was not operating properly and was impacting air flow to part of the home
*** suggested furnace replacement because of the venting condensate drain issue, the furnace age, and because the Lennox Pulse is no longer manufactured
Per Mr***'s request his HomeSmart service plan has been terminated and his account has been credited $
Mr***reports in his complaint he was able to resolve the duct zone situation by hiring another service provider to make the repairIf there is something not associated with duct zone repair which Mr***states is $224.As previously mentioned HomeSmart does not provide coverage for the duct zoneHomeSmart will further review the situation if the detailed work order information and the invoice provided by Mr*** substantiates that repair is eligible and covered by the HomeSmart service plan
Consumer Response /* (-5, 17, 2014/07/26) */
Hello,
I don't understand why this case has been closed, especially when resolution has not been satisfiedThe response from HomeSmart has many statements that are wrong
I would be more than happy to provide the work order receipt showing the repair that was completed to my furnace to get my AC unit operablePlease advise next steps in order for me to pursue this course of action
Thanks,
*** ***
***
Consumer Response /* (3000, 19, 2014/08/06) */
Per a phone call from the customer, he stated that he was promised a credit of $but has not seen that credit yetHe would like to know when he will see that credit and once received, would consider things to be closed
Business Response /* (4000, 21, 2014/08/08) */
HomeSmart has reviewed this situation again and stands by its original decision to deny Mr***s request to reimburse him for repairs made to his duct work zoning by a service provider Mr*** hiredAs previously stated HomeSmart's service plan does not provide coverage for the duct work zone control or any of its associated components
Consumer Response /* (3000, 23, 2014/08/14) */
***per a phone call from the customer, he stated that he is referencing a previous response from the company (provided to the Revdex.com) dated 7-11-in which it was stated that Homesmart would be providing the customer with a $creditThe customer stated to the Revdex.com that he has yet to see that credit and would like to know the status of it
Consumer Response /* (3000, 26, 2014/08/27) */
***per a phone call from the customer, he stated that he is referencing a previous response from the company (provided to the Revdex.com) dated 7-11-in which it was stated that Homesmart would be providing the customer with a $creditThe customer stated to the Revdex.com that he has yet to see that credit and would like to know the status of it
Business Response /* (4000, 28, 2014/08/28) */
We have applied a $credit to Mr***'s account and will be reflected with his next billing cycle
Thank you,
***

Thank you for the opportunity to respond to Ms***'s concerns. Customers can enroll in HomeSmart's Appliance Repair Plan on the website, at www.homesmartminnesota.com. Once the customer clicks on the "I agree" button, enters the code and clicks "submit", they are enrolled into the
HomeSmart Appliance Repair Plan and are subject to the terms and conditions that they clicked the " I agree" box forI have attached HomeSmart's Appliance Plan terms and conditions, as well as the sign up that was generated from Ms***'s submission to enroll in the plan. Ms*** asked the question "please indicate for me when my coverage was fully effective and what appliances were covered." Ms*** signed up for service on May 19, 2017. Per HomeSmart's Appliance Repair Plan Terms and Conditions, Ms***'s appliances would have been covered beginning June 20, (days after sign up). The appliances that Ms*** chose to cover were: Furnace, Water Heater, Range, Clothes Dryer, Clothes Washer, Central Air Conditioning, Refrigerator and Dishwasher. Ms*** also chose the Replacement Helper Coverage; which would have been effective on June 20, as well. As an act of good faith, Ms***'s HomeSmart Appliance Repair Plan has been cancelled and a credit has been issued for $which will appear on Ms***'s next Xcel Energy billing statement