HomeSmart from Xcel Energy

Initial Business Response /* (1000, 5, 2015/07/16) */
HomeSmart has reviewed this matter. As requested by Ms. [redacted] the preventative maintenance portion of the service plan has been canceled and the 2 months of preventative charges have been credited to Ms. [redacted] account. The customer is satisfied...

with this resolution.

Thank you for the opportunity to address Mr. [redacted]' concerns. I apologize for the service you have received.  HomeSmart does not have a representative with the name of David, he must be at our overflow call center.  The call will be listened to and will be addressed...

appropriately.  Supervisors and managers are available, however the escalation of complaint is put in through our customer service representatives and then researched prior to the customer call back.  As far as the air conditioning repair, HomeSmart does not dispatch air conditioning repair calls unless the weather is consistently above 65 degrees; on April 21st when you called, it was far too cold.  It can do damage to the air conditioning unit if run during colder periods.  [redacted] Home Services has not been out to your address under HomeSmarts plan since you started in June of 2016, I am not sure if you had them out prior when you did not have our plan.  I have contacted [redacted] Home Services and they will be giving you a call today to schedule your appointment.  Please note that the air conditioner repair cannot occur when it is raining with the condenser unit being outside in the elements.  If you have any further questions or concerns, please feel free to call ###-###-####.

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]

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.
[redacted]

Initial Business Response /* (1000, 7, 2014/06/24) */
On April 2nd HomeSmart received an invalid receipt. HomeSmart contacted the customer to explain a valid receipt was necessary to reimburse the customer. HomeSmart 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 7th. The reimbursement was validated and sent forward for payment. HomeSmart was unaware the payment was not received until this complaint was received in our office.
The second payment check was sent on June 20th, 2014. We apologize for the delay and the confusion.

Thank you for allowing us to address Ms. [redacted]'s concern.  We apologize for the delay as well as for the confusion and frustration for Ms. [redacted].  Upon investigation, we have determined that Ms. [redacted]'s Air Conditioner was marked as covered instead of her Furnace.  Her Furnace...

should have been the appliance covered.  We have corrected the mistake and have back dated the coverage on Ms. [redacted]'s Furnace.  A check in the amount of $590.01 has been requested and Ms. [redacted] should receive it within 3 weeks.  I have also went in and credited Ms. [redacted]'s HomeSmart account, for the inconvenience and for our mistake, two month HomeSmart's charges.  This credit will be reflected on the customer's next Xcel Energy billing statement as zero charges for HomeSmart ($19.90 taken off), and a credit on her entire bill of $19.90 (the second month as credit).  We are very sorry for the inconvenience and frustration this caused.  Please give HomeSmart a call with any further questions or concerns.  Thank you.

Initial Business Response /* (1000, 10, 2014/04/21) */
Ms. [redacted]
[redacted]
Minneapolis, MN 55427
April 16, 2014
Dear Ms. [redacted]:
We received your complaint filed with the Revdex.com and have reviewed your complaint in full. We have prepared the following response:
According to...

HomeSmart Terms & Conditions a heat exchanger is not a covered part under the plan. At the time the problem was discovered to be the heat exchanger with the furnace, the customer can choose to go with any service provider they wish to have the issue fixed. They are not required to use the same subcontractor that HomeSmart uses for service calls. The repair of the heat exchanger is an exchange between [redacted] and Ms. [redacted]. HomeSmart is not involved with this repair. We have however received information from [redacted] that the repair has been made and customer is satisfied. If this is not accurate, please let us know and we would be happy to try to help resolve the issue.
You can access a .pdf version of our Terms & Conditions via the URL listed below.
http://homesmartminnesota.com/content/appliance-repair-plan
In order to access the .pdf version of this document, you will need to click on the Terms & Conditions" link under Resources
Thank you,
[redacted]
HomeSmart Supervisor

Initial Business Response /* (1000, 5, 2014/12/02) */
The aquastat that was ordered was installed on November 25th. We apoligize for the delay.

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]

I am rejecting this response because: If they think I'm just going to wait and see if I get the credit later the $71 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 right. I waited to see if they could do their job before and time and time they failed. I 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 rejecting this response because: Thank you for taking it the AC off the plan and issuing a partial refund. I would like to point out a couple things here. 1. I called for AC service 24 days ago and the day you respond to my complaint is the day the tech comes out.... Looks like you putting on a show for the  Revdex.com. 2. I was never informed when I signed up that there is only 1 company that homesmart will have service my AC and that one company will only sell me one brand of AC unit which is the same brand I have the same one that failed after less than 18 month when they should last 30 years.  I am very disappointed in your AC add-on coverage.

Hi [redacted],On behalf of HomeSmart from Xcel Energy, I would like to apologize for the poor service you received with regards to your clothes dryer.  Our service partner manager, [redacted], has instructed the service partner who came to your home, [redacted], to reach out...

to you and arrange for a follow-up appointment for your dryer.  They have been instructed to either make the repair to your dryer at no cost to you or, in the event that the dryer cannot be repaired, they are to replace your dryer, again at no cost to you.  Hopefully this sounds satisfactory to you.  In the event you do not hear from a [redacted] representative in the next 48 hours, please contact our service partner manager, [redacted], directly at [redacted]. Thank you for your patience, and for being a valued HomeSmart customer. Regards,[redacted]
[redacted]
[redacted]

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 12 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 12 month commitment and we are not able to process any refunds.  All of Ms. [redacted]'s accounts have been cancelled with HomeSmart.

I am rejecting this response because:
1. 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 working. There was no mention of a board failure. There was a crack on the plastic around the washer which he mentioned was an existing problem.
2. The next time I called, the washer had stopped working again. That is when they diagnosed a board issue. I told them right away that I am not going to fix it as he was telling me that is an existing problem given the 30 day rule.
Given your time line, which I had forgotten the exact dates, the board failed after the 30 days expired and that should have been covered.
3. There is no mention of stopping to bill me for a washer that is not working.

Initial Business Response /* (1000, 5, 2014/07/03) */
Thanks for bringing Mr. [redacted]'s concerns to our attention. HomeSmart has reviewed this matter.
Replacement Helper reimbursement is designed to help offset the cost of an appliance when HomeSmart determines it can not be repaired or if...

parts are no longer repairable. In the case of a refridgeent leak the Replacement Helper Plan terms and conditions #10 clearly state a leak test may be necessary to determine the source and severity of he refrigerant leak. Term and condition #10 follows below. The service plan does not offer leak dye test which involves inserting a dye into the system and returning after operating the unit for a few days. In this case it is unknown if a repair feasible, for example a refrigerant leak resolution could be as simple as a $30 service valve core. To keep the plan affordable the plan has specific terms and conditions.
To resolve this matter and as a goodwill gesture HomeSmart will accept Mr. [redacted]'s resolution offer of reimbursement of$750 for the central air conditioner. A detailed receipt is required. In addition HomeSmart also requests that Mr.. [redacted] review the terms and conditions of both the service plan and the Replacement Helper plan.Contact HomeSmart to cancel your plan or with questions. These are mailed annually and are available online.
10.Central Air Conditioning Refrigerant Leaks: In the event that a refrigerant leak is detected during a central air conditioning service call, a leak test may be necessary to determine the source and severity of the leak within the unit. Replacement helper claims may not be approved until the leak check is performed and the unit is deemed non-repairable. Leak check testing and related repairs are not covered under the Appliance Repair Plan (out-of-pocket expenses would be incurred by the homeowner).

Initial Business Response /* (1000, 8, 2016/02/17) */
HomeSmart has reviewed this matter and prepared the following response.
On January 18th 2016 KB service diagnosed Mr. [redacted]'s Carrier furnace as having a plugged secondary heat exchanger. The technician communicated to HomeSmart...

that he explained the situation regarding the heat exchanger including the recommendation that the furnace or heat exchanger needed to be replaced and it was not covered by the HomeSmart service plan. This was also noted on the service ticket left with Mr. [redacted]. Mr. [redacted] contacted the manufacturer to determine the warranty reimbursement options.
As you know, HomeSmart from Xcel Energysm is a repair service plan for major home appliances. To keep the price of these plans affordable, there are certain coverage restrictions. While a majority of typically serviced components are covered, unfortunately, not all parts or services are covered for repair. This is common with other service plans offered in our area. This is what happened in the case of Mr. [redacted], as furnace heat exchangers are not covered by the HomeSmart service plan. I have enclosed a link at the bottom of the page to a copy of our terms and conditions for your reference.
Typically in cases of furnace heat exchanger failure either the furnace itself or the heat exchangers requires replacement. This is usually an out of pocket cost benefit decision by the homeowner since manufactures warranty terms can vary significantly. HomeSmart would not be involved in this transaction as the homeowner has sole discretion whom is hired to perform the work. Warranty coverage requirements, including reimbursement amounts are determined and vary by manufacture. Typically the specific manufacture dealer or original installer is involved in this type of warranty option determination.
For example some manufactures offer limited heat exchanger warranty coverage, typically considered a life cycle ending component which may or may not include a labor manufacturer allowance for the labor portion.
In this situation, and at his own discretion, our understanding is Mr. [redacted] did not agree to the terms proposed by KB service to replace the furnace heat exchanger and chose to hire another firm who was willing to install his heat exchanger according to the manufactures warranty reimbursement terms and reimbursement amount. Our understanding is only the secondary heat exchanger was replaced which may have an impact on the proposal.
After reviewing this matter HomeSmart from Xcel Energysm will be unable to honor Mr. [redacted]'s request request for any further compensation for fees or the evaluation of his piping and furnace venting. I apologize for any confusion regarding this matter. If you have additional questions please contact me at [redacted]
http://www.homesmartminnesota.com/images/pdf/HS%20Terms%20and%20Conditions%20Oct...⇄ /> Initial Consumer Rebuttal /* (3000, 10, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Xcel Energy can hide behind their terms and conditions all day, but the truth of the matter is that they failed to deliver on one of the basic principles of business which is to take care of the customer. Especially a customer that has no heat on one of the coldest days of the year. It's pretty clear that they were caught performing bad/questionable business practices. Trying to strong arm a customer into replacing a furnace for $2000 vs working with the Manufacturer to replace the secondary heat exchanger AT NO COST to the customer is unacceptable. I wonder how much unsuspecting customers Xcel Energy has done this to? Kath Heating and Electrical came on site within an hour of receiving my call. They worked with Manufacturer and they were reimbursed for their time because the parts were COVERED. That is what you call customer service.
Final Business Response /* (4000, 13, 2016/03/08) */
HomeSmart from Xcel Energy's terms and conditions do not cover the repair or replacement of heat exchangers of furnaces. I have enclosed our terms and conditions as an attachment. HomeSmart from Xcel Energy and it's service providers will only complete warranty repairs on items that we physically sell to consumers, because we are the "dealer" in that case. Homeowners have the responsibility to know if their furnace has a warranty, and if so who they are supposed to call and what is or is not covered. Protocol is normally to call either the company they have purchased it from or the manufacturer of said product. HomeSmart from Xcel Energy and it's providers do not complete other companies warranty work.

Initial Business Response /* (1000, 14, 2015/04/03) */
HomeSmart has reviewed this matter. The inducer motor has been replaced.
HomeSmart agrees that it would have been prudent to replace the noisy inducer motor under the circumstances described and apologize for the inconvenience caused by this...

decision.
HomeSmart is no longer working with the service provider Midland and has reassigned this area to another service provider.
As a goodwill gesture and resolve this matter HomeSmart has issued a 2 month credit for the HomeSmart service plan charges.

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 /* (1000, 8, 2014/12/02) */
The noisy inducer motor has been replaced. We apoligize for any confusion regarding this matter and will work with our service provider to prevent future similar situtions.

Initial Business Response /* (1000, 5, 2015/11/05) */
Thank you alerting us to the opportunity to resolve the concerns of Ms. [redacted] I have reviewed this matter and have prepared the following response:
HomeSmart from Xcel Energy is a repair and replacement service plan for major home...

appliances. To keep the price of HomeSmart plans affordable, there are specific terms and conditions. The Replacement Helper Plan is an optional reimbursement plan that helps to offset the cost to replace an appliance if a HomeSmart technician during the course of making a repair determines that the appliance is not repairable.
Typically this occurs when parts are no longer available or in situations with the failure a life cycle ending major component occurs such as a furnace heat exchanger.
A third party service provider hired by the customer (Mpls/St Paul Plumbing and Heating) diagnosed that the furnace that the heat exchanger had developed cracks. Our service provider checked the furnace but was unable to find any evidence of cracks thus no repair was necessary nor was there a failure of a life cycle ending component. Our service provider did issue a yellow natural gas hazard tag due to the age of the furnace. After reviewing this situation we believe this hazard tag was issued in error and added to the customer's confusion regarding Replacement Coverage reimbursement eligibility. To prevent future occurrences we plan to review this situation with our service provider.
As goodwill gesture and to resolve this matter HomeSmart will make an exception to our terms and conditions and reimburse Ms.[redacted] $1000 upon the detailed proof of purchase receipt of the new furnace.
Please send a copy of the furnace receipt to HomeSmart at, [redacted], St. St Paul MN 55117. Attention Replacement Administrator.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)