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:10/19/2022

  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.

  10/10/2022 the Home Service Claims Policy # ********* Claim # *******. I start policy on 9/06/2022 and i need to wait 30 fo coverage. ON 10/10/2022 just happened I call about my Air condition and my case was determinatio has been reached on 10/102022. Service man and told me Air condition and Freon s/p cost $620.00. I spoke to manager and she told me that was pre-existing leak and thej don't cover. I don't see on Policy. Thank you *****************************

  Business Response

  Date: 11/02/2022

  Dear *************************

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

  In a recent review of the claim, I show the customers policy has a start date of 10/06/22. The customer contacted HSC and stated that the last time the unit was working was 10/7/22.

  The technician determined that the air conditioning unit is not cooling due to low refrigerant. There is a leak in the sealed system that needs to be identified and repaired. Based on information obtained for the claim, the unit did not enter the policy in proper working condition.

  HSC is not responsible for pre-existing conditions, as stated in the policy under section D number 0.

  I have also enclosed a copy of the policy for review. We regret the customers frustration with our terms and conditions, but Home Service Club is under full compliance of our terms and conditions of the policy.

  Kind Regards,

  HSC Team

• Initial Complaint

  Date:10/03/2022

  Type:Sales and Advertising 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 went online seeking more information from this business through a form. However, after doing so I received multiple emails within the hour and promptly unsubscribed from the emails as it was way too much. I filled out the form late in the evening and the following day received calls from this business at the following times; 7:31 am, 8:14 am, 9:17 am, and 9:45am and it is currently 9:45 am. When they called at 7:31 am to did not answer and got a voicemail, not only is this before legal callable hours but they called again within the next 45 minutes when I asked them to please stop calling and they called again about an hour later. Not only is this a horrible business practice but it is literally harassment and not acceptable.This amount of calls is completely unacceptable and is harassment. I have asked them to please stop calling multiple times and they will not do so.

  Business Response

  Date: 10/04/2022

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

  We apologize for the inconvenience this may have caused you.  We have sent an expedited request to our IT Department to place your information on our do not call/do not email list. 

  Please allow **** business days for your information to fully process.

  If you continue to receive solicitations, please forward the phone number and/or forward the email that you received to ************************************* subject line Continued Solicitation BBB Complaint ID ********, so we could revisit the issue.

  Kind Regards,

  HSC Team 

  Customer Answer

  Date: 10/04/2022

   
  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:09/01/2022

  Type:Product 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.

  My 1-year contract with Home Service Club began October 2019. In February my refrigerator stopped working properly and I called it in, paid the service fee, first technician they sent out was a scam artist. He took money, left no paperwork or receipt, did not fix the issue and never returned calls or emails. Next technician said nothing was wrong with it, i just had to wait 5 or 6 months for it to get cold outside. Then they made me pay the service fee a second time for the same technician who then couldnt get a hold of HSC for hours in my driveway to get his report turned in and start the approval process. A couple days later HSC lied to me and said the parts had shipped and would be at my house no later than Thursday. I called back after thursday inquiring about the status of the parts. HSC told me the parts were unavailable. Next technician assigned came and said it needs a new compressor. On his way out the door he told me "dont worry, ill be back. well get you taken care of" a couple days later i get an email from HSC they are looking for another technician to diagnose and repair because the previous tech does not work on compressors. a couple more technicians have no-showed and I keep calling HSC to get resolution but they just keep dragging this out. Its been 8 months and counting that my fridge has not been working properly. Today HSC hung up on me when I asked what they will do to make this right and do they expect me to keep calling them to deal with this for the next 20 years if it continues the way its been going.

  Business Response

  Date: 10/10/2022

  Dear *************************,
  
  Home Service Club (HSC) apologizes for any frustrations the customer may have experienced, in reference to Claim # ****** which was placed for the Refrigerator.
  Due to the customer dissatisfaction, HSC has agreed to cancelling the customers policy and issuing a full refund.
  The policy has been cancelled and a check in the amount of $487.46 has been sent out to the mailing address we have on file, please allow up to 30 days to receive the funds.
  Home Service Club considers this issue resolved and request this matter be closed.

  Kind Regards,
  HSC Team

• Initial Complaint

  Date:07/27/2022

  Type:Product 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.

  This company sent out a company they contracted to work on my ac they sent ****** heating and air and they broke my ac even more then it was originally broke now its been 3week still no air and no estimated time of it being fixed i call every day they say speak to claims department and i call no answer and then i call them back and get the same run around and now the say give them 24 hour for a new claim officer to contact me everyday its the same thing i just want my ac fixed . we even paid to have a company come out and double check and make sure it was nothing we did to make it stop running and they told us if it was fixed correctly the first time we wouldn't have any of theses problem see letter attached . They broke it and now it over 100 degrees outside and no ac i hope you can help thank you
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 20, 2022/09/07) */
  Dear ******************,
  Home Service Club (***) apologizes for any frustrations you may have experienced, in reference to Claim # ****** which was placed for the Air Conditioning System.
  
  In a recent review of the claim, I show on 6/28/2022 ****** Heating & Air was authorized to replace a txv as well as add freon to your unit.
  
  The technician replaced what they were authorized to replace. The technician also recommended a coil cleaning as the coil was dirty. The cleaning was denied by you. The technician explained that the dirty coil could lead to more problems.
  
  On 7/28/2022 you called to request a new technician for a 2nd opinion which was done to further assist you.
  8/4/2022 you called in to have the work order cancelled, as your issue has been resolved.
  
  If you have had your own technician repair what we paid our technician to do, please email the invoice for review to *******@hscwarranty.com.
  
  Once reviewed HSC will offer our cost of repair in the amount of $834.95.
  
  Kind Regards,
  
  HSC Team