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:08/26/2022

  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.

  On July 12, 2022 my air conditioning stopped working, and I made a claim on the *** website. I was told they would find a tech to come to my house. They never did. I was forced to go with their reimbursement option. Within a few calls, I found a company that could come out the next day. They did. They said my AC broke due to age and normal wear and tear. They submitted that to ***, and it was instantly denied. I quickly made an appeal and was told the case manager ************************* would contact me. He never did. I've called, left voicemails, emailed, and sent messages in the portal, with no response. I have followed the *** process perfectly, and all I'm asking for is some level of decent customer **********************, without being ignored. I was forced to finance a new HVAC system, as *** would not communicate with me. I have read my contract and it clearly states that the replacement or at least some level of financial reimbursement should be covered. I went almost two weeks without cool air in my house, while the outside temps soared above 100 degrees. Due to the lack of services from ***, the lives of my two dogs and myself were put at risk for an unnecessary amount of time. Due to the lack of services from the ***, I now am forced with significant financial hardship, which directly affects many aspects of my life.

  Business Response

  Date: 09/07/2022

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

  Home Service *********)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 that the customers technician entered the diagnosis for the unit and stated the failure was leaking refrigerant, and corroded coil.

  Failures from corrosion are not covered under the policy as stated under section D of the policy.

  Please take a moment and review the policy that was attached by the customer.

  Nevertheless, as a gesture of goodwill to assist the customer HSC would like to offer $500.00 to help with this non covered replacement. If the customer would like to accept this, please have them respond accordingly and HSC will issue the check out to the address we have on file.

  Kind Regards,

  HSC Team

• Initial Complaint

  Date:08/25/2022

  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.

  My problem is with Home Service Club - Policy Number ********* Claim Number ****** My Claim is regarding fixing the problem with my GE Washer I had filed claim on May 2022 - I just cant believe the pain I went through to work on this claim with HSC They directed me to so many Technicians and no Technicians were willing to work with HSC . One time HSC club schedulled same technicians 4 times and I had to wait each time to meet windows 3 to 4 hours . They schedulled so many times because HSC was saying technician did not submit paper work correctly . I was just wondering if technician did not submit paper work then why did the schedule so many time same . After that they reschedulled to different technicians few times. They send me email to contact and schedule, when I contacted those technicians none of them were willing to work as they told me why did they even schedule them they dont know as they had already told HSC they were not working with them. Now they schedulled another technician and technician came out to do diagnostic. Finally they approved the repair but the technician do not want to proceed with repair as technician has outstanding invoices. I did convey this to HSC and HSC also contacted technician to contact Vendor relationship department but technician is telling me that he is not able to clear out his outstanding invoices so sorry he has told HSC to reschedule other technician. I contacted HSC today - NOW they are telling me my policy is expired, I have to contact technician to get this repaired. I have also paid $75 for service fee for the very first technician

  Business Response

  Date: 09/07/2022

  ********************,

  Home Service Club apologizes for any frustrations the customer may have experienced regarding their washer claim (no.: ******).
  

  Our most recent records indicate this matter was resolved through the ************************ in the amount of $600.00 as of September 2, 2022. Funds will be mailed to the customer in the form of a check. Please allow up to 30 days for processing.
  

  HSC requests this matter be closed.
  

  Thank you,
  

  The HSC Team

• Initial Complaint

  Date:08/24/2022

  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.

  Home Service Club fraudulently denied my claim on 7/6/22 and refuses to provide any evidence that substantiates their denial. I have two houses covered by their home warranty program. My policy covers $500 toward water heaters. My water heater broke; the service technician said due to age, and that it appeared to be well-kept and in great condition otherwise. HSC denied my claim due to "rust or corrosion". I followed up with the technician and he clarified that he saw neither rust nor corrosion. I appealed the denial on 7/6/22. They didn't respond. I emailed HSC today, 8/24/22: I am requesting your response to the following --in writing: 1) explanation of review of denial, 2) determination, and 3) lack of response for nearly 2 months. 4) Please email me copies of any and all documentation and information you received from the technician. If you are denying my claim based on his submission, I have a right to see it. 5) If HSC will not abide by terms of our contract, then I have no warranty and have been charged for service not provided; therefore, my payments should be refunded. HSC response was to restate the original denial due to rust or corrosion. They cannot provide proof because they are lying. A home warranty company that fraudulently denies claims - how is that legal? In addition, it took 2 weeks for HSC to find a technician because they have late, unpaid invoices with all of them. When I called technicians myself, they all said they would come the same day...until I mentioned Home Service Club, then they said they would only come if I agreed to pay them directly because they cannot get Home Service Club to pay invoices. This business is a scam that pays no one.

  Business Response

  Date: 09/02/2022

  Dear *****************:

  The Home Service Club (HSC) is sorry to hear of the customer's frustrations regarding the water heater claim (claim no. ******). 

  On June 25, 2022, the customer placed a claim for the water heater stating that it is leaking.  HSC dispatched Coastal Plumbing Repair to submit the diagnosis. Upon inspection, it was reported that the tank required replacement.  

  HSC issued the claim determination stating, "It has been determined that the water heater is leaking from the tank due to rust and corrosion and needs to be replaced. Please refer to your terms and conditions section D; HSC is not responsible for mechanical failure occurs when a covered item becomes inoperable and unable to perform its designated function, subject to the limitations and conditions set forth herein. Examples of not covered: conditions that existed prior to Agreement effective date; lack of routine care and maintenance; misuse; rust and/or corrosion."

  After further claim review, HSC has overturned the claim determination and issued payment to the customer in the amount of $500.00 as reimbursement for the cost of replacement.  Please allow 30 days processing. 

  HSC requests this matter be closed. 

  Sincerely, 

  The HSC Team 

• Initial Complaint

  Date:08/04/2022

  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.

  on 4/11/22, ***** from HSC sales ***** contacted me to sell me the warranty policy. He said he would add "Whole House Fan" item to the list of covered items. I agreed to purchase the warranty contract. Contract stared a month later in May. In July I called HSC to have my "Whole House Fan" be serviced due to not turning on. Called customer ********************** but was told it wasn't covered and was transferred to HSC ********************** explained how policy was sold to me, they saw the note from the sales department and immediately accepted my claim, and opened up a service request for me. Technician came, checked the item, got paid $65 service call. Few days later HSC send me an email stating the item was not covered. I called HSC, complained that they accepted the claim, they opened the service request, they dispatched the technician, i have paid for the service call fee, and warranty was sold to me as such. They accepted to escalate claim and send to a case manager by name ***************************** who was supposed to call/email me within **************************************************************************************************************** Norvette. Please notify HSC to contact me and proceed with the service request and replace the faulty item.

  Business Response

  Date: 08/15/2022

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

  Home Service *********) apologizes for any frustrations the customer may have experienced. In reference to Claim # ****** which was placed for the Electrical System.

  In a recent review of the claim, I show that the customer has spoken to their claim manager and the claim has been covered up to the policy cap of $500.00.

  While we regret to hear of the customers frustrations, Home Service Club considers this claim resolved.

  Kind Regards,

  HSC Team

  Customer Answer

  Date: 08/16/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/02/2022

  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.

  Purchased 599 dollar warranty from this scam company. Asked for service 3 times, no action, wont let me talk to a supervisor, refused service and now will not communicate with me.

  Business Response

  Date: 08/09/2022

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

  Home Service *********) apologizes for any frustrations the customer may have experienced regarding their policy (*********).

  On August 4, 2022, HSC received notification of a chargeback from the customers account ending #****. As a result, HSC has cancelled the policy. Our records indicate the funds are being returned to the bank as a chargeback was placed. If the customer did not receive the funds, please have the customer provide banking documentation and HSC will review accordingly. The customer may also contact their bank regarding any chargeback requests. We regret losing you as a customer. 

  Kind Regards,

  The HSC Team

• Initial Complaint

  Date:07/14/2022

  Type:Order 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.

  Home Service Club (HSC) is a home warranty company. On 5/18/22, a claim was submitted for air conditioning (A/C) repair on a rental home that I own. HSC assigned and then cancelled 3 separate A/C vendors over the next month, all "due to unforeseen circumstances". I and my property manager called HSC on 6/16/22 and 6/17/22 to get authorization to hire our own vendor, but all calls rang continuously or were automatically disconnected. Temperatures were in the 90's during that period of time, and it was a health risk for the tenants. I told the property manager to hire an outside vendor. The work was completed on 6/22/22 for a charge of $540 to add 4 lbs of R422 coolant, for which I paid out of pocket.I was away on travel until 6/23/22. On my return, I found an email from HSC dated 6/21/22, 11:05 pm, requesting a response (no stated time limit) to get reimbursed for an outside vendor. On 6/23/22, I clicked on the reimbursement link, but it was no longer active. I then received an email on 6/23/22 from HSC that another vendor has been assigned and will be there the next day. On 6/24/22, I called HSC's vendor and cancelled the service since no-one answered at HSC and I did not want to be charged an additional service fee.I sent an email to HSC on 6/24/22 with the timeline of events and a request that a senior account manager reimburse the outside vendor's fee. No response. I spoke with HSC account representatives on 7/1/22 and again on 7/6/22 asking that a supervisor/manager call me back to discuss the case. Both times, I was told that I did not have authorization to hire an outside vendor and would not get reimbursed. I requested to speak directly with a supervisor and was told both times that I would get a call me back within 24 hours. No-one responded to my email or called me back.I request reimbursement of $540, minus the usual service call fee of $65, due to unacceptable HSC delays during hazardous heat and the inability to contact them.

  Business Response

  Date: 07/25/2022

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

       Home Service Club does maintain the right to select the service provider and will not reimburse for services performed without prior authorization as stated in the policy under section C number 2.

  Nevertheless,please submit the diagnosis of the issue that you were having with your unit.After the invoice is reviewed and if its found that the failure would be something that is covered within the guidelines of the policy HSC will reimburse you minus the service call fee.

  If after the review HSC find that the issue you were having does not fall within the guidelines of the policy, HSC will provide you with details of failure and why it was not something that would be covered under the policy.

  Kind Regards,

  HSC Team 

  Customer Answer

  Date: 08/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Please forward the attached documents to the business.  I will determine whether the issue is resolved following Home Service Club review of the attached documents and their final decision.
  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

  Business Response

  Date: 08/16/2022

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

   

  Home Service *********) apologizes for any frustrations the customer may be experiencing regarding their Air Conditioning claim (#******).

   

  Please refer to the terms and conditions section C number 3;HSC will not reimburse you for services performed without HSC's prior authorization..

   

  Nevertheless, due to the customers dissatisfaction HSC has agreed to reimburse the customer in the amount of $540.00 minus SCF of $65.00 for a total reimbursement of $475.00.

   

  Please allow up to 30 days to receive the funds.

   

  HSC also requests this matter be closed as we have honored the customers request.

   

  Thank you,

   

  The HSC Team

  Customer Answer

  Date: 08/17/2022

  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 and the matter has been resolved.
  
  Thank you for your assistance in this matter.

  Sincerely, 

  
  *******************************