HomeSmart from Xcel Energy

Thank you for the opportunity to address Ms. [redacted]'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 4-6 weeks of payment, that is given as a guideline.  I have also verified that the two month "credit" has been processed.  The $71.60 will be reflected on Ms. [redacted]'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 12/13.  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.

$71.60 was entered as a credit onto the customers HomeSmart charges on HomeSmart's computer system on 12/19/2016.  It is then pulled into Xcel Energy's Billing Statement.  It reflects on the customer's statement as zero HomeSmart charges for the month, and a credit on that statement of the remainder, $35.80.  The Replacement Helper Plan reimbursement was also expedited to the customer via FedEx which is over and beyond what happens for other customers.

Initial Business Response /* (1000, 7, 2014/06/24) */
Typically the Replacement Helper is handled at the front end of the sale which may have unnecessarily caused confusion in this situation. We apologize for the confusion and the payment delay. The check was mailed today June 24th.

I spoke with Ms. [redacted] on 1/6/17, and apologized for the delay in processing her reimbursement claim. I advised that we submitted claim on 1/6, and she should receive a check in about 2 weeks. Customer was satisfied with the outcome.

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 5/25 and that visit by our provider on 5/31 was not covered as he was in his 30 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. [redacted] told the technician that there was an f1 or f10 error 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 30 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 1/10/17.  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.

I received the requested documentation today (8/10/16) via email. A Reimbursment request was processed and forward to accounting. I advised the customer, via email, that he should receive reimbursement in approx. 2 weeks.

Thank you for the opportunity to address Ms. [redacted]'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. [redacted] or her daughter did just that.  To correct that error, HomeSmart has been in communication with Ms. [redacted] and all monies paid for the Appliance Repair Plan have been refunded, and Ms. [redacted]s plan with HomeSmart has been cancelled.  We apologize for the inconvenience to Ms. [redacted].

HomeSmart's Appliance Repair Plan is a 12 month program if the customer has Xcel Energy, or customers who do not have Xcel Energy as one of their utility services can still sign up for HomeSmart by pre-paying for the full 12 month commitment.  HomeSmart does offer to transfer the services to the new residence if within the HomeSmart/ Xcel Energy service area.  HomeSmart's Appliance Repair Plan does NOT give exception to sale of residences and is clearly stated in the Terms and Conditions.  We apologize for any inconveniences and that is why we have the customer sign/ check the box that is for agreement to the Terms and Conditions as they are outlined.

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.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 this. It is extremely important to have organizations such as Revdex.com who are consumer advocates. Otherwise there is no way available for consumer like me to appeal honest request. Consumers like me typically do not have time and resources to pursue big companies in courts. SO THANK YOU, THANK YOU.
Regards,
[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. One question though, before we close the case, by when should I expect the check?
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/02) */
Another service provider was assigned to resolve this situation and to provide future service. The new thermostat has been installed and the system was tested and is now operational. We apologize for the delay and...

inconvenience.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Mr. [redacted]:
 
Our findings:
4/25/16 called to add Clothes Washer to HomeSmart
Plan.  I listened to the phone call where
the representative explained in detail the 30 day pre-exist period.  This is also outlined in our terms and
conditions that are given upon sign...

up and every year approximately one month
prior to renewal.  The HomeSmart Repair
Plan Terms and Conditions is also available on our website at  www.homesmartminnesota.com.
 
5/25/16 called in a repair request for Clothes Washer
stating it is making noises and not draining. 
The representative that was on the phone went over the 30 day pre exist
and explained that the customer’s charges will be split up into three equal
instalments over the next 90 days of billing.
 
5/31 Bilder Appliance came out to diagnose the Clothes
Washer which is an $85 charge.  After
leaving, Bilder ordered control board to fix the Clothes Washer.  On June 1st, Customer called
HomeSmart to check on part/ repair status. 
On June 2nd, Bilder returned to replace control board,
however customer did not want to pay for charges. Bilder did not complete
repair.
7/08 [redacted] requested to remove everything from HomeSmart
plan except Furnace, Air Conditioning, Range and Clothes Washer, and to cancel
HomeSmart completely at renewal which is 1/11/17.
 
Resolution:
Fred’s HomeSmart account has been credited $57, which is
two installments of the diagnostic charge added.  He will not be billed for the third
installment.  His HomeSmart account is
set to be cancelled as of 1/11/17 which is renewal date.  Disclosure of 30 day rule before scheduling
did happen at time of adding new appliance to the plan, at the time that the
repair request was phoned in, and when the service provider came out to the
home to install control board. 
Disclosure of the contract is mailed out to all customers within a month
prior to renewal period. HomeSmart Repair Plan Terms and Conditions are
attached as well as the current coverage that Mr. [redacted] has.  Please let us know if HomeSmart can be of
more assistance.

Thank you for the opportunity to address Mr. [redacted]'s complaint today.  When a customer uses our website to sign up for the plan, at the bottom of the page it asks them if they agree to the terms and conditions of the plan, as well as to consent HomeSmart for payment through their Xcel Energy...

billing.  That is the sign up and payment becomes active at that time.  The confirmation email and welcome package is to provide the customer with documentation of the services offered.  The Business Reply Card that our customers receive in their package is to be returned to HomeSmart once the customer fills out make and model number and serial number of the appliances they would like to cover.  And at that time, they are also allowed to change their coverage, add to it or decrease from it with the information gathered from the card.  Because of the confusion, I have entered a credit for two months HomeSmart charges to Mr. [redacted]'s Xcel Energy Bill.  He will see it as a credit of $53.80 on his next billing statement.  We apologize for the confusion, and as always, Mr [redacted] can call HomeSmart directly if any further questions or concerns.

Hi Mr. [redacted], I am a manager at HomeSmart and I have researched your case.  You signed up for HomeSmart on 12/28, and your monthly fee was supposed to be $18.99/mo, as you stated, with a free-tune-up (value of $9.99/mo) to be provided to you at no charge during your first year of...

service.  Your January bill correctly showed a charge of $18.99.  However, your February bill incorrectly charged you for the free tune-up, for a total of $28.99.  A $9.99 credit has been applied to your account which you should see on your next billing statement 1 month from now, as HomeSmart, like Xcel Energy, bills you for services received during the past month, not for services in the month ahead.  I also see that they did go ahead and cancel your HomeSmart account, so this should resolve any billing concerns or disputes.  (On a side note, I also see that you did receive your free tune-up in January by one of our technicians).  If for some reason the credit does not appear on your next bill, or you receive another HomeSmart charge, let us know since you shouldn't as the account has been cancelled. Regards,Jeff H[redacted]Manager, 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.

Very professional service & excellent repair work by Tech, [redacted]

Dear Mr. [redacted], I have researched your Revdex.com complaint, and it appears your replacement claim that you filed with us expired last September 2017, since we hadn't received anything from you in the 90 days prior showing proof that you replaced your water heaters, which we require per our terms and...

conditions.  That said,I am willing to cut you a check for the 2 replacement water heaters, but per our terms and conditions, I do require proof of purchase in the form of a receipt (or a copy thereof) before we can process the claim and cut you a check.  Once we have received a copy of your receipt, we will cut you a check in the amount of $550 (each water heater has a replacement assistance payout of $275, per the terms and conditions).  We are not required to re-open the claim, but because you have been a valued customer in good standing, and you have been paying for replacement assistance as part of your service plan, we are happy to go ahead and get you a check once we have that proof of purchase from you. Please send the receipt to [redacted], with your claim number in the Subject line, with a scanned copy of your receipt.  Otherwise, you may send a copy to HomeSmart at: [redacted], Attn: Claims Department. Regards,[redacted]Manager, HomeSmart

HomeSmart does not dispatch air conditioning repairs until there is consistent temperatures above 65 degrees consistently, meaning more than a week.  We also do not dispatch during rain and storms for the safety of our technicians.  Mobile Home Improvement Serviced did go out to your home yesterday and looked at your air conditioner.  The owner called me to say that it looks as if you had a portion of your air conditioner replaced, but that you have a bad "A Coil" and it is leaking refrigerant.  It is non repairable and needs to be replaced.  Under our terms and conditions, the plan is a 12 month commitment and can only be changed at renewal times.  I have made an exception and have taken your air conditioner off from your plan and have reimbursed you a credit of two months of protection for your air conditioner, for April and May, $4.95 per month which is $9.90.  That will show as a deduction of your HomeSmart charges on your next billing statement.