Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/22/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our contract with the home warranty was paid in full for 8/22/22-12/22/25. We originally spoke to ***** who promised we would not have any issues getting coverage for our rural home. Our hot water heater started having issues on 11/6/23 and we called to schedule a claim. It took until 11/22/23 for someone to come out and determine what the issue was. We didn't hear from anyone for a week and finally called, originally ***** stated the claim had been cancelled then he said it was approved for repair. The company finally came out of 12/4/23 to make the repair and we were told it would be like having a brand new hot water heater. 6 weeks and 2 days later it totally went out, middle of winter and NO HOT WATER. We filled another claim and they were unable to find someone to come out for repair. We were also told that we would have to pay another deductible even though the website FAQ's state deductible is good for up to 90 days. We ended up having to pay someone ourselves to repair the hot water heater because we couldn't wait an extended period of time without hot water. We tried to cancel the policy and although we spent $1364.89 for a policy, we were told we would not be eligible for a refund. We should only have to pay for the months we used the policy. This company is not out any money. They refuse to share the information on what they actually paid for the initial repair of the hot water heater that lasted 6 weeks and 2 days.

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a home service warranty in October 2022 and on May 11, 2023 Called to get service for our central air conditioning Unit and a claim was filed. I was told we would have a service call within 2-3 business days. i waited and we never had anyone come out so i called back and was told there was no one available at the time so to just be patient. i called again in June with still no resolution as to when we would would have someone out to service the unit . around the end of June i called again and advised we would be on vacation 07-01-2023 to 07-07-2023 and i expected a call from them to let me know when we would get service, still no call or service. called once again in July to try to cancel the *** warranty policy due to no service at all and was sent to Escalation team and had to leave msg. we ended up purchasing a new heat pump because ours went out toward the end of July.

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business is not honor there contract about replacing or repairing my compressor on my air conditioner unit and it covered under the contract.

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6.28.23 Wednesday, I filed a claim with Home Service Club home warranty for an oven cooktop issue.6.30.23 Friday, a technician conducted an inspection.7.3.23 Wednesday was offered replacement offer in the form of $389.00 Lowes e-gift card.7.3.23 As I was unable to find a suitable replacement within $389.00 at Lowes, I made request for the oven to fixed, or replace the oven, or increase replacement e-gift card offer.7.5.23 All request was denied by *************************, claim manager assigned to me. She said once replacement decision is made by HSC, it is final, thus they can no longer fix the oven. They cannot increase the offer as it is based on internal wholesale price scheduling that cannot be shared and was told to trust her judgment. I want the replacement offer to be higher, within the coverage amount of $750.Or they provide a replacement adhering to all applicable federally mandated minimum manufacturer's standards, ensuring that it performs the same primary functions as the original oven cooktop.See pg 5 section E. Systems and Appliances 18 for oven cooktop coverages. See pg 11 section F. Terms of Coverages 8. for replacement. HSC has duty to make reasonable effort to provide replacement items of similar mechanical capabilities and or efficiency of the original unit, when available. Please note all replacement are subject to the limitation set forth in section E for each prospective system and appliances.

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty policy from this company and am not getting any service from them. I filed a claim because my air conditioner went out and am getting the run around. Theyre supposed to find a technician to to fix it. I called them and was told I can find someone and they would reimburse me but thats what theyre paid to do. They then told me they were still looking for someone but Ive heard nothing back. I felt that was shady and then looked at their reviews and see that is what they do. They scam us people for the monthly payments. I want all of my monthly payments refunded or they need to fix my AC.

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Purchased home warranty on 2/13/2023 -filed service request 3/24/2023 for water heater that is leaking -I have called weekly to get this service item dispatched to no avail -Each and every time, the phone tech says they are escalating or have escalated the request to a priority dispatch team and someone will call back. Nobody ever calls back.-Its been over two months since the claim was filed and have water in my basement because this is not being attended to.- Original claim #******* -Warranty policy paid - $519.96 I have run out options and patience after two and half months and need to get this repaired. This will be over a $1K repair and at this point, I would be happy with a full refund of the $519.96 and just getting it done myself.

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I call for service 3/17/23 for the washer and they cant fix I receive email washer has to be replaced and I need to wait 30 for gift card to Lows. May 2 they send email I going to receive gift card in the 24 hours and Im still waiting for the email. Ive been months and a half without washer.. Please help me thank you

• Initial Complaint

  Date:01/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Home Service Club has not send my reimbursement. They approved me for a reimbursement of $2,000 to be received within 30 days of approval which was approved on 11/15/22. Whenever I would contact them to see the status of it they would tell me to wait 30 days that it should be in the mail soon. They have been blaming ***** After the 30 days were up I called and messaged again and they would tell me that by next week I should receive it. I have contacted multiple times and every time they tell me "they have just let the billing department know and that I should receive my check by next week," it is now 01/15/23 and I still haven't received my reimbursement. My tech had submitted the invoice and I resubmitted it to make sure as well and they used me resubmitting it as an excuse for the delay which. At this point I don't know what to do. Please help. I would also like to cancel my policy with them get my money back. I had bought a policy for multiple years.

  Business Response

  Date: 01/17/2023

  Dear *************************,

  Home Service Club (HSC) apologizes for any frustrations the customer may have experienced, in reference to Claim # ******* which was placed for the Heating System.

  In a recent review of the claim, I show check # ***** for $2,000.00 was sent out to the address we have on file January 17, 2023.

   Home Service Club considers this issue resolved and will request this matter be closed.

  Kind Regards,

  HSC Team 

  Customer Answer

  Date: 01/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The warranty was purchased with the home and a little while after the dishwasher developed an issue. I opened the claim on 1/2/23 and was told I would be contacted within 24 hours which didn't happen. I called back on the 6th, 7th, 9th, and 11th. Each time was told they couldn't find a technician and won't do anything without a diagnosis. They won't tell me who is in the network, nor who they've tried to contact out of network. So basically they've taken money, and have not done anything to fulfill their obligation. The only timeline that I have been given that will happen if they can't find someone is to close the claim after 3 weeks with me having no resolution

  Business Response

  Date: 01/12/2023

  Dear *************************,

  Home Service Club (HSC) apologizes for any frustrations the customer may have experienced, in reference to Claim # ******* which was placed for the Dishwasher.

  In a recent review of the claim, I show that HSC is diligently looking for a technician to come out to the home. HSC has also offered the customer the opportunity to get their own technician and go thru the reimbursement process which the customer declined.

  HSC can offer several resolutions to assist the customer. Reviewing the claim, I show that the customer has an **************** that has an issue. The first offer would be to issue a check in the amount of $346.00. The offer is based on what HSC would have spent on the repair or replacement of the item in question (which may be less than retail or at actual cost) as stated in the policy under section  F number 6.

  Due to their frustrations with the ongoing delay of this claim, HSC would like to offer a full refund as another resolution. If the customer would like to accept either resolution, please respond accordingly.

   

  Kind Regards,

   

  HSC Team 

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18724922
  
  I am rejecting this response because:

  I do not wish to release *** from the liability of this issue with a refund of the policy. That is the point to buying a policy. The policy is for up to $600 for a dishwasher repair/replacement. *** has been unable to send a technician out to evaluate the broken dishwasher. Even for the lowest price dishwasher available to me, $600 is not going to cover the cost of replacement fully but that is all I am asking for, which is what the contract states. How would the *** be able to replace the dishwasher for the amount offered? is this method available to me? The resolution to this will be for the *** to follow the contract and provide sufficient funds for me to replace the dishwasher.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/17/2023

  Dear *************************,

  In a recent review of the claim, I show an appointment has been scheduled for Friday January 20th, 2023 between the hours of 07:00 AM and 11:00 AM.

  The policy states up to $600.00 does not mean that everyone will receive the same offer. HSC made the offer to assist the customer with a resolution. HSC also offered to refund the customer to also offer the customer a resolution which the customer declined. The customer now has an appointment for a technician as well been offered several resolutions which he has declined.

  Home Service Club considers this issue resolved and will request this matter be closed.

  Kind Regards,

  HSC Team

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18724922
  
  I am rejecting this response because:

      As I do not currently have a resolution, I consider the matter not closed. HSC did not send a work order to the technician and so there are issues with getting him to come out.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/23/2023

  Dear *************************,

  There is no further action that HSC can take at this time. HSC has offered an appointment, offered the customer the reimbursement process, HSC has even offered to buy out the unit.  We have complied in full with the terms and conditions of our contract.  The customer refuses to do the same.  Since the customer wishes to escalate this dispute, he needs to follow the procedure for Resolution of Disputes outlined in his contract.

  This matter should be closed.

  Kind Regards,

  HSC Team 

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18724922
  
  I am rejecting this response because:

      I would like you to send me the amount offered, however I do not consider the matter resolved. Please give me a detailed explanation of how this dollar figure was arrived at and how I would be able to replace my dishwasher for that amount since HSC is refusing to do the actual replacement.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/26/2023

  Dear *************************,

  Home Service Club has authorized the funds to be sent out to the address on file. As stated in the policy under section F number 6, this amount will be established by HSC at our sole discretion, based on what HSC would have spent on the repair or replacement of the item in question (which may be less than retail or at actual cost) the age of covered items applies when determining deprecation value for cash disbursements.  The customer has a 12 year old dishwasher, HSC sees this as a fair offer.

  There is no further action that HSC can take at this time.  We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. If the customer wishes to escalate this dispute, he would need to follow the procedure for Resolution of Disputes outlined in his contract.

  This matter should be closed.

  Kind Regards,

  HSC Team 

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $5200 in full for a 5 year contract with Home Service Club. When I called them to file a claim they said I hadnt paid snd repeatedly hung up on me when I was trying to get service. No customer should go through this

  Business Response

  Date: 02/14/2023

  Dear *************************,

  Home Service Club (HSC) apologizes for any frustrations the customer may have experienced.

  In a recent review of the policy, i show that the customer has submitted a chargeback with their credit card company and a refund has been processed back to the card we have on file.

  Home Service Club considers this issue resolved and request this matter be closed.

  Kind Regards,

  HSC Team