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BBB Accreditation

A BBB Accredited Business since

BBB has determined that HomeSmart from Xcel Energy meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for HomeSmart from Xcel Energy include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 27 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

27 complaints closed with BBB in last 3 years | 9 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 5
Delivery Issues 2
Guarantee/Warranty Issues 1
Problems with Product/Service 18
Total Closed Complaints 27

Customer Reviews Summary Read customer reviews

2 Customer Reviews on HomeSmart from Xcel Energy
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 2

Additional Information

BBB file opened: November 12, 1997 Business started: 01/01/1989 Business started locally: 01/01/1989
Business Management
Don Reiter, General Manager Wendy Jaede, Customer Advocate Tami Ongoto, Supervisor Daniel Plourde, General Manager
Contact Information
Principal: Don Reiter, General Manager
Business Category

Heating Equipment & Systems Cleaning & Repair Heating Equipment Air Conditioning Contractors & Systems Heating Contractors Heating & Air Conditioning Air Conditioning Repair Air Conditioning Systems - Cleaning

Service Area
HomeSmart from Xcel Energy provides their services in AFTON, ALBERTVILLE, ANDOVER, ANOKA, APPLE VALLEY, ARDEN HILLS, BAYPORT, BELLE PLAINE, BETHEL, BIG LAKE, BISCAY, BLAINE, BLMNG PRAIRIE, BLOOMING PRAIRIE, BLOOMINGTON, BROOKLYN CENTER, BROOKLYN CTR, BROOKLYN PARK, BUFFALO, BURNS TOWNSHIP, BURNS TWNSHP, BURNSVILLE, CAMBRIDGE, CANNON FALLS, CENTERVILLE, CHAMPLIN, CHANHASSEN, CHASKA, CHISAGO CITY, CIRCLE PINES, COLLEGEVILLE, COLUMBIA HEIGHTS, COLUMBIA HTS, COLUMBUS, COON RAPIDS, CORCORAN, COTTAGE GROVE, CROWN COLLEGE, CRYSTAL, DELANO, DELLWOOD, EAGAN, EAST BETHEL, EDEN PRAIRIE, EDEN VALLEY, EDINA, ELK RIVER, ELKO, ELKO NEW MARKET, ELKO NEW MRKT, EXCELSIOR, FALCON HEIGHTS, FALCON HGTS, FARIBAULT, FARMINGTON, FOREST LAKE, FRIDLEY, GLENCOE, GOLDEN VALLEY, GREENWOOD, HAM LAKE, HAMEL, HAMPTON, HANOVER, HASTINGS, HEIDELBERG, HILLTOP, HOPKINS, HOWARD LAKE, HUGO, HUTCHINSON, INDEPENDENCE, INVER GROVE, INVER GROVE HEIGHTS, JORDAN, LAKE CITY, LAKE ELMO, LAKEVILLE, LANDFALL VILLAGE, LANDFALL VLG, LAUDERDALE, LE SUEUR, LINO LAKES, LITTLE CANADA, LONG LAKE, LONSDALE, LORETTO, MAHTOMEDI, MANKATO, MAPLE GROVE, MAPLE LAKE, MAPLE PLAIN, MAPLEWOOD, MARINE ON SAINT CROIX, MARINE ST CRX, MEDICINE LAKE, MEDINA, MENDOTA, MENDOTA HEIGHTS, MENDOTA HTS, MERIDEN, MINETONKA BCH, MINETONKA MLS, MINNEAPOLIS, MINNETNKA BCH, MINNETNKA MLS, MINNETONKA, MINNETONKA BEACH, MINNETONKA MILLS, MINNETRISTA, MONTEVIDEO, MONTGOMERY, MONTICELLO, MOUND, MOUNDS VIEW, MOUNDSVIEW, N SAINT PAUL, NEW BRIGHTON, NEW HOPE, NEW MARKET, NEW PRAGUE, NEW TRIER, NEWPORT, NO OAKS, NORTH BRANCH, NORTH MANKATO, NORTH OAKS, NORTH SAINT PAUL, NORTH ST PAUL, NORTHFIELD, NOWTHEN, OAK GROVE, OAK PARK HEIGHTS, OAK PARK HGTS, OAK PARK HTS, OAKDALE, ORONO, OSSEO, OTISCO, OTSEGO, OWATONNA, PINE SPRINGS, PLYMOUTH, PRIOR LAKE, RAMSEY, RANDOLPH, RED WING, RICHFIELD, ROBBINSDALE, ROCHESTER, ROCKFORD, ROGERS, ROSEMOUNT, ROSEVILLE, SAINT ANTHONY, SAINT AUGUSTA, SAINT BONIFACIUS, SAINT CLOUD, SAINT LOUIS PARK, SAINT PAUL, SAINT PAUL PARK, SAINT PETER, SAVAGE, SHAKOPEE, SHOREVIEW, SILVER CREEK, SOUTH SAINT PAUL, SOUTH ST PAUL, SPRING LAKE PARK, SPRING LK PK, SPRING PARK, ST ANTHNY VLG, ST ANTHONY, ST ANTHONY VILLAGE, ST BONIFACIUS, ST LOUIS PARK, ST PAUL PARK, STILLWATER, SUNFISH LAKE, VADNAIS HEIGHTS, VADNAIS HTS, VESELI, W LAKELAND, W SAINT PAUL, W ST PAUL, WACONIA, WADENA, WASECA, WAYZATA, WEBSTER, WEST LAKELAND, WEST SAINT PAUL, WEST ST PAUL, WHITE BEAR LAKE, WHITE BEAR LK, WHITE BEAR TOWNSHIP, WHITE BEAR TP, WOODBURY, YOUNG AMERICA & ZIMMERMAN, MN.
Alternate Business Names
Advantage Service N S P Advantage Service Northern States Power Company XCEL Energy Services Inc
Products & Services

According to the information provided by HomeSmart from Xcel Energy, this company offers yearly service contracts to maintain and repair appliances, as well as sells and installs HVAC equipment including water heaters, furnaces, boilers, air conditioners, and indoor air quality equipment.


Customer Review Rating plus BBB Rating Summary

HomeSmart from Xcel Energy has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 825 Rice St

    Saint Paul, MN 55117 (800) 238-7378 (866) 837-9762 (651) 222-6500

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Jan. 24th we placed a service call for our hot water heater that was leaking. At first the service started out amazing, they sent a technition to our house on a Sunday to diagnose the problem. Was told the water heater needed replacement. The technition took measurements and pictures to order a new unit and informed us we would be contacted on Monday to schedule an appt. they called Monday and set up the spot for Tuesday between 8 and noon so I took a day of PTO from work to be home for the repairs. At 1245 on Tuesday, I was called by the plumbing company to tell me they were on their way and that xcel had given them our old address in Hugo which is why they were running late. When they arrived, they realized the new unit they ordered was too large for the space (after the first technician took pictures of his measuring tape) we were told xcel ordered the wrong unit and they got assigned to another job so they wouldn't be able to install the new unit until the next day. We didn't have the means of taking another day of PTO so we called another company that was able to instal the new unit that night. We have replacement coverage on our plan so because they deemed it needed replacement we are allotted a $450 reimbursement for the new unit. We filled out the form and sent in the receipt. They told us it could take up to 60 days to get the refund check. When 60 days past, we called to inquire. We were told the check was sent out weeks ago and again to the old address in Hugo. They were going to reissue the check and sent out again, we were told it would take 7-10 days. 14 days past and we still didn't receive the check. Called again to inquire and were told they would look into it and call us back. Two more days passed and no follow up. We called again and were told the check was cut on May 25th and they assured us the old address was removed from our account. Asked multiple times to take to a manager to get some sort of reassurance. Was told there were no manager on site and they would forward to the escalation department. Two more days passed and no call back from a manager. Was assured again we would have the check by the end of the week. The next day a manager left a message on my wife's phone stating "we told you the check would be there this week so I'm not sure why you need to speak with a manager", extremely frustrating customer service. Now it's the end of the week and still have not received our refund check. We are not sure how else to proceed with this customer service area, no one has taken ownership and tried to help us, just keep feeding us lines and excuses.

Desired Settlement: We want the refund that is entitled for us and a credit to our account for this very frustrating and time consuming issue. This purchase has been collecting interest on a credit card while we are waiting for this refund

Business Response: Upon receiving the Better Business Bureau complaint this morning, I called the customer, ****** *******.  ****** informed me that since first issuing his complaint to the BBB, he has received HomeSmart’s Replacement Helper Reimbursement check of $450 (6/8/16). I was also able to verify that ******’s HomeSmart account was credited prior to cancellation.  An unfortunate set of circumstances that were controllable.  Many apologies to ****** and his wife, *****.

4/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On March 5th, I submitted a cancel service request on the website of Homesmart, MN and received the following confirmation email. ?On Sat, Mar 5, 2016 at 7:43 PM, HomeSmart from Xcel Energy info@homesmartminnesota.com wrote: Thank you for contacting HomeSmart from Xcel Energy. Once your cancel request is processed you will receive a confirmation in the mail. If you have any further questions please contact ###-###-#### to speak with a HomeSmart representative. But they did not cancel my service and continued till April 9, the time when I submitted another cancellation request. When I contacted homesmart by phone, they say that is an automated message and we did not receive cancellation request. This makes no sense.

Desired Settlement: Homesmart should refund me for one month bill of 19.90 and should stop this sort of practice for all customers. I talked to their agent Otto on 4/13/2016, who did not seem to care about my concern and was adamant and not understanding the consumers perspective.

Business Response:

Consumer Response: 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.

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 BBB for looking into this. It is extremely important to have organizations such as BBB 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,
****** *****

3/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HomeSmart appliance repair plan - Dishwasher issue not fixed since 3 months, breach of contract terms and conditions. This complaint is with regard to Xcel Energy HomeSmart Appliance Repair Plan which covers multiple appliances including Dishwasher as per contract signed with them. I contacted HomeSmart in October 2015 to open a case to get my dishwasher repaired as it was not spraying water. HomeSmart sent their contracted repair company to look into the problem. During the first visit the technician (mis)diagnosed the problem to be related to the impeller and said that he needed to replace the impeller to fix the problem. Another visit was scheduled where the same technician replaced the impeller and gasket, put everything back in it's place and turned on the dishwasher. The dishwasher still did not spray any water and the problem remained. He then threw up his hands and claimed that there was a clog in the water pump motor after he had put the dishwasher back in place and could not get it to work. He did not show us any evidence of a clog in the pump motor during his visit and refused to do any repair on it. Basically a part was replaced that was not bad (still have the replaced part) and the original problem was not fixed. I called HomeSmart again and tried to explain the situation to a representative who spoke very rudely and dismissed me by saying he will return the call. When my call was not returned, I called a few days later again in November 2015 at which time the same rep claimed that there was a clog somewhere (again with no evidence) and HomeSmart would not repair it. He didn't seem to care despite several pleadings to do whatever to fix the problem (either repair or replace the part). When I reviewed the HomeSmart terms and conditions, I found that the Pump Motor was a covered part and felt cheated. In the meanwhile I contacted another repair company that came out to diagnose the problem and concluded that water was dribbling as the shaft was not moving well and reported that the motor was bad and there was no clog in the system. I paid $$$ out of pocket for this while at the same time paying monthly charges to HomeSmart for pathetic and incompetent service that has not fixed my dishwasher even after 3 months. I called HomeSmart again in December 2015 to report the findings and the rep opened a case. Another rep called a few days later to say that HomeSmart would not fix the problem, again in violation of the terms, and I need to pay for it to get it repaired and then they would come back and replace the impeller (What?). After several minutes of trying to explain and tolerating the rep's rudeness, the rep suddenly disconnected. She called later in the day again and demanded $275 on behalf of the repair company for repairing the dishwasher. HomeSmart has violated their agreement and my dishwasher remains unrepaired till date in January 2016 (3 months after inital contact). I need HomeSmart to either repair the part/ replace the part to bring the dishwasher back to working condition or pay damages for loss of use, loss of pay, appliance replacement cost, mental agony and violation of agreement. I need a quick resolution of this case.

Desired Settlement: Repair/replace bad part and bring dishwasher back to working condition. Otherwise pay damages amounting to $1200 due to loss of use, appliance replacement cost, mental agony, time wasted on service calls, phone calls and violation of agreement.

Business Response: Initial Business Response /* (1000, 16, 2016/02/24) */ HomeSmart has reviewed this matter and has had multiple discussions with the customer. We apologize for the length of time it has taken to review this matter, but wanted to fully understand the situation and resolution options prior to responding. In October of 2015, HomeSmart service provider John's Appliance replaced the impeller and the seal kit on the dishwasher. In December 2015, a HomeSmart service provider, John's Appliance diagnosed that the dishwasher needed to be cleaned of a sludge type material buildup of unknown origin. Cleaning is not a service covered by the HomeSmart service plan. The source of the sludge is unknown. In January of 2016, the customer reported that they hired Sears. A technician from Sears diagnosed that the pump motor was defective and need to be replaced. Presumably this diagnosis did not include any disassembly. In January, a second HomeSmart service provider, Omega Force, disassembled the dishwasher pump assembly and after viewing the internal sludge determined that motor replacement would not solve the sludge problem as several other major comments were damaged or plugged by the sludge material and replacement of the dishwasher was recommended. Two separate HomeSmart service providers have concluded and diagnosed the pump motor failure to be caused by a significant buildup of a sludge type material of unknown origin. It is the opinion of both of the service technicians, after disassembly of the pump motor assembly, that the replacement of the pump motor would not restore the dishwasher to a satisfactory working condition, and both service providers recommended the replacement of the dishwasher. HomeSmart was unable to connect with the Bosch factory to gain insight into the cause of the sludge material that has coated the interior of all of the working components and can only speculate on its origin. Some possibilities include, detergent type, rinse agent or the garbage disposal back flowing and draining into dishwasher due to drain hose loop configuration. As a goodwill gesture and to resolve this matter, HomeSmart will reimburse the customer up to $350 for the pump replacement and suggest this be completed by a Bosch factory authorized service provider, in order to determine sludge build up origin and to ensure that the dishwasher is installed according to and being used according to Bosch requirements. Initial Consumer Rebuttal /* (3000, 18, 2016/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Thank you for your recent response regarding my BBB complaint. I appreciate your willingness to work with me in resolving this issue. Since we did not hear from Xcel Energy until February 24th (more than a month after the last visit in January) and it was causing a huge delay and inconvenience to us, we ended up replacing our dishwasher with a new Bosch dishwasher purchased at Sears on 2/15/2016. The old dishwasher has been hauled away and no longer available. I am attaching the purchase receipt for new dishwasher and request you to reimburse $350 which you have set aside for resolving this matter based on my discussion with Lisa M. I will accept a reimbursement of $350 towards replacement to consider this matter closed and resolved although it covers only a portion of my loss. I would appreciate a quick response regarding this matter so that both parties can bring closure to this case and no longer pursue other avenues for resolution. Final Business Response /* (4000, 20, 2016/03/07) */ HomeSmart from Xcel Energy has requested the payment of $350 to *********************** on March 3, 2016. He should receive the check in two to four weeks from that date.

3/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Furnace broken for over 24hrs while -12 degrees outside; Refusal to honor repair plan; Told us to find another company leading to frozen pipes in roof Xcel Account Number: *419-8; Invoice/Ticket Number: ******; Service Call Date: 01/18/16 at 5:18pm; As a Homesmart from Xcel Energy customer we were promised that we would pay nothing for covered parts, nothing for labor, and nothing for service calls on any covered appliance. To my surprise Homesmart does not want to honor any of the above. After the technician arrived at our residence he made the entire house smell of gas then recommended that the secondary heat exchanger or entire fireplace would need to be replaced. He would not be able to do anything for us for the rest of the night and we would have to wait until Morning. In the morning I called the manufacturer of the furnace. They told me that the secondary heat exchanger was covered for both parts and labor. They transferred me to Brian at Homesmart who told me that a technician will call me shortly. Engineer (Barry) called me and said that it would cost me $700 to replace the heat exchanger and "highly recommended" that I replace the entire furnace for over $2000. When I told Barry that I spoke with the manufacturer earlier in the day and that both the parts and labor were covered, he said he would call me back. Barry returned my call and said he spoke with the owner of his company and was told to tell me "to find another company/carrier" to resolve my issue. I called Xcel Energy directly and spoke to a gentleman named Wilson. I told him my concerns. He said that they have the right to deny me service at any time and that the secondary heat exchanger was not covered. I pressed further - telling him that I was concerned with the customer service I was receiving, he directed me to the fine print of Xcel Energy agreement online and emphatically stated that secondary heat exchangers were NOT a "covered part". Seeing that I did not have heat in my house for over 18 hours now, I called the Manufacturer of my furnace back. They confirmed that the secondary heat exchanger was covered and put me in touch with an approved vendor/supplier. It was like night and day. I told them my concerns, they said it would cost $99 to come and do the diagnostic. They showed up at my residence in less than an hour, worked directly with manufacturer who took care of all the labor and parts and even reimbursed vendor for $99 diagnostic fee. I did not have to pay a single cent. Now that is customer service.

Desired Settlement: 1) The vents/pipes from the furnace to the rood froze due to the frigid temperatures outside and the amount of time it took to get my furnace fixed. I would like Xcel Energy to verify that there is no permanent damage. If there is they should insulate and fix it. 2) I would like to be reimbursed for the block heater I purchased in order to keep one of our rooms warm. 3) I would also like to be reimbursed for any additional electrity/gas fees we used to keep the house warm either by keeping fireplace on or heating the house with the block heater. 4) Last but not least I would like the BBB or local government agency to investigate this further because I strongly feel like Homesmart try and take advantage of innocent customers who have no idea how furnaces work by requiring them to unnecessarily replace appliances that they don't need. If customer refuses or challenges pricing they tell them to look elsewhere. This unacceptable.

Business Response: 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. ******'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. ******. Mr. ****** 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. ******, 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. ****** 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. ******'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 ************ http://www.homesmartminnesota.com/images/pdf/HS%20Terms%20and%20Conditions%20October%202015.pdf 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.

1/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Unqualified service from the technician sent to review the issue and poor customer service from the Homesmart representatives. Homesmart sent a technician from K.B. Service to look at my hot water heater on Friday 12/11/15. The technician determined that the hot water heater could not be repaired and had to be replaced. I was told that I would receive a call with an estimate of the cost to replace, which I did shortly later. What I was not told was that the technician had shut off the hot water heater. We were left without hot water for the weekend. We noticed late on Saturday after we had used up what was remaining in the tank. We called into Homesmart beginning about 8am on Sunday morning asking for the technician to come back to turn the hot water heater back on until we could schedule the replacement service. The leak in the tank was small and had been going on for several weeks with no issues. The Homesmart representatives started out by taking our information and stating that they would route the request to dispatching and we would get a call back. We called back to get status updates and the service representatives got increasingly rude telling us then that they had to track down the technician that came to our house to get more information. They began cutting us off as we were asking questions. We asked to speak to a supervisor regarding the issue and were told that an escalation would be submitted and a supervisor would call us back (still waiting and no call 24 hours later). We eventually did get a voicemail saying the technician was worried about the basement flooding and that he told us that he turned the hot water heater off, which was absolutely not the case. On Monday 12/14/15, I had a independent plumbing service out to estimate the hot water heater replacement. The plumber turned the hot water heater back on and said there should be no issue in the short term. I called Homesmart to cancel my service plan on 12/14/15 and was asked why I was cancelling. I told them of the unqualified technician and that the plumber I had out said there would be no short term issues for continuing to use. The response was "he don't have plumbers under contract." I was then told that I can cancel at any time but I would get a bill for 11 more months since I used the service. I tried to explain the service was not really provided by a qualified technician and was still told I had to pay and was the representative stated he would recommend that I just keep the plan and use for the next 11 months. I have no faith in the quality of service that this plan provides and do not want the technicians working in my home.

Desired Settlement: I would like my contract with Homesmart cancelled immediately at no cost to me.

Business Response: Initial Business Response /* (1000, 11, 2016/01/15) */ We have reviewed this complaint for ***************. It is common industry practice to shut off a leaking water heater so that water damage is not caused. We understand that Ms. ********* was not satisfied with the decision to turn off the water and we have made an exception to our policy and have allowed cancellation of her plan. The HomeSmart plan was cancelled on December 16, 2016 and nothing further has been billed to Ms. *********. Please let me know there are further questions regarding this matter. Thank you Tami ****** HomeSmart Supervisor ************

1/22/2016 Advertising/Sales Issues
11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have Appliance Replacement Helper Coverage with HomeSmart. We were told we will get replacement money for our furnace, but our claim was denied. On 9/24/2015 Minneapolis St. Paul Pluming and Heating Company (MSPH) came to tune up our 41 years old Lennox gas furnace. The technician told us that he saw a small crack and showed it to us on his infrared camera. He checked CO level and since it was normal he didn't red flag the furnace, but instead strongly recommended replacement. Since we have HomeSmart Appliance Repair Plan and Appliance Replacement Helper Coverage we called HomeSmart (HS) and informed them what the MSPH technician has told us. HS sent River City technician to inspect the furnace on 10/2/15. He told us that there was no crack, but he strongly recommended replacement due to old age and yellow tagged the furnace. On 10/5/15 we called HS to inquire if our furnace qualifies for Replacement Helper Money. Their agent told us that we will get a call back regarding this matter. The same afternoon Kristin from HS called us and left a message on our phone. In her message she told us following: '...I did get the request to call you back about your furnace that has yellow tags on it. Yes, your HomeSmart Repair Plan does cover Replacement Helper, that is the extra coverage that your folks have. A claim will be filed and that will be pending for a $1000 toward purchase of a new furnace. I'll get a hold of River City and have them send claim in for you, that is something we take care of now. The claim once it is approved and everything will get you a $1000 towards a purchase of a new furnace. You are surly not obligated to purchase from Home Smart, but we'd appreciate opportunity to giving you a very competitive cost...' She went on to explain what Furnace Brand is Home Smart selling and what is the approximate cost. (We still have this message.) On 10/6/15 we called HS back to schedule an appointment with their sales rep. We were forwarded to Kristin's mail box and left a message. That afternoon Kristin called us back. We told her that we are calling regarding our yellow tagged furnace and she confirmed that we will be getting replacement money of $1000 towards the purchase of a new furnace. She also said that their sale rep Tod will be calling us. Since we didn't receive a call from Tod, we called Kristin again on 10/8/15. She scheduled an appointment with Tod for 10/13/15 On 10/13/15 Tod met with us and when we asked regarding replacement money he said that there was nothing in our file regarding this. When he left, we called HS and asked to talk with Kristin. We were told that from now on we should contact Tod with any questions. We explained that Tod told us to talk with Kristin regarding our claim. HS rep looked at our records, put us on hold and when she came back told us that she has talked with Kristin and that River City has not submitted their report regarding our furnace to HS yet and that Kristin e-mailed River City requesting the report ASP. Our claim will be processed by midday next day and the rep agreed to give us a call when the claim gets done. There was no call from HS next day. We called them on 10/14/15 around 3pm. A male rep took our call and told us that yellow tagged furnaces are not eligible for replacement money. We told him about our conversations with Kristin, and after looking at our records a little bit more, he told us that he will have to investigate and will call us back the same evening or next morning. There was no call from HS by 2pm of 10/15 and we call them. A female rep took our call and told us that a letter of denial was sent to us on 10/14/15. On 10/19/15 we called HS again and asked to talk with a supervisor. HS rep Tiffany said that there is no need to talk with her manager since he will tell us the same thing that she is telling us, our claim has been denied, and if we still want to speak with the manager she will put a request for him to call us. He would call us within 24 hrs. The manager never called us, and as of today, 10/26/15, we haven't received any letter from HomeSmart.

Desired Settlement: When our 41 years old Lennox gas furnace was yellow tagged, we called Home Smart to inquire if the furnace was eligible for replacement money. Repeatedly we were told that it was eligible. After talking with Kristin on October 6th we went on and scheduled appointments with a few heating companies, including HomeSmart, to give us an estimate on a new furnace. HomeSmart knew from begging that our furnace was yellow tagged. We trusted the information provided to us by HomeSmart employee and ask HomeSmart to stand behind their word and approve Replacement Helper Money for our furnace.

Business Response: Initial Business Response /* (1000, 5, 2015/11/05) */ Thank you alerting us to the opportunity to resolve the concerns of Ms. *************** 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.***** $1000 upon the detailed proof of purchase receipt of the new furnace. Please send a copy of the furnace receipt to HomeSmart at, ***********, 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.)

7/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Added preventative maintenance to homesmart plan and not satisfied with the result of the service. I want to cancel and be refunded what was paid. I signed up for Home Smart after I bought my home in March. Shortly before the weather got hot, I decided to add preventative maintenance to ensure my air conditioning was working correctly. A techinician came out and said everything was working properly. My sister told me that she didn't think it was blowing enough air out and her ex boyfriend, who is a licensed HVAC technician came over and he charged/put freon in the A/C, changed the fan speed AND found a gas leak and since then, my air has worked so much better. Had the Home Smart technician done his job properly in the first place, we wouldn't have had to have someone else come out to make our A/C work more efficiently. I called Home Smart to complain and they told me "we already came out and did the maintenance so we can't cancel your preventative maintenance" and I insisted that I didn't want to pay for a service they didn't provide. He came out, but he didn't do anything. I was told that a manager would call me. A week went by and I heard nothing so I called again and I was told it was in for review of my complaint and someone would get back to me. It's been another week and I haven't heard back. I want Xcel to cancel my preventative maintenance with is $13.95 a month ($167.40 for the whole year) and refund any amounts already paid for a service they failed to provide.

Desired Settlement: Cancellation or preventative mainteance plan and refund of any amounts already paid to Xcel/Home Smart for said plan.

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

7/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Called for service 3 weeks ago. Still waiting to have repair done. I called on May 28 to have service done on my ac. I was told someone from Larson plumbing would be calling me. They did the following day, however, not to schedule - they called to tell me I'd be getting a call in a day or 2 to make an appt. I had to call to set something up 4 days later. Mt appt slot was 12-4 on June 9. I received a call at 6:15 saying the tech was running late and wouldn't be to my place until 8:30. In the meantime I attempted to call HomeSmart about having a different comp come out. I couldn't get through on the phone so I emailed. After 7 the tech from Larson showed up in street clothes showing no sign of the company he may work for. He determined my thermostat was no good. he could not put in a new one because he said he didn't have one and would order it and it would be in next day. He'd call me to schedule a time to come install. I did not hear back from him. I reached out to HomeSmart again Thursday June 11 and spoke with someone who called Larson and told me I'd get a call that night or in the morning letting me know what was going on. I did not receive a call yet again from the company. I sent a detailed email again to HomeSmart on Sunday June 14 and asked to please have them send a different/more reliable company out to fix the problem. I called again on the 16th to find out what was going on and explain I have been reaching out trying to get answers. The gentleman I spoke with called Larson and was told they still had not received a thermostat a week later. I got an email back on the 17th stating I would receive a month of HomeSmart for free because of the issues. But there was no mention of fixing the situation with my ac. I sent a reply email again asking to please send someone to fix my thermostat. It is an easy fix I could do myself however, I pay to have the service so I don't have to do these things myself. It has been 3 weeks since my initial service request and I am still waiting for my air to work. I have pets at home who suffer in the heat. It's been hovering around 85 degrees inside my home.

Desired Settlement: I would like a different company to come and fix my ac. Sooner rather than later. Or I would like out of my HomeSmart contract so I can use another home repair plan - one that doesn't contract the work out to other companies.

Business Response: 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.)

6/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to deliver on contract and cannot get a call back. I currently pay to have HomeSmart service certain applicances/fireplace in my home. I had an appt scheduled for Wed, 5/6, to have ****** Plumbing and Heating (sub-contracted by HomeSmart) come out to light the pilot light on my fireplace. The window of time I was given was 12-4. No one showed up. No one from ****** returned my call when I left a message on 5/6 @ 3:45 inquiring as to the status. That evening I reported this to HomeSmart and spoke to ******. ****** assured me he would escalate this to ***********, the person in charge of that account, and either **** or ****** would call me back the next day. I didn't hear back from either on Thursday or Friday. I spoke to Will late Friday afternoon, 5/8, and he assured me **** would call me today, Monday 5/11. It's 3:48 p.m.on Monday and so far no call. The reason I'm so annoyed by this is: 1. I pay for this service but I'm unable to get service. 2. I had to take vacation time and it ended up being wasted. 3. I had to get coverage at work to take time off at the last minute. 4. My house is for sale and I need this to get done to pass inspection. 5. No one from either HomeSmart or ****** has ever called me back to rectify the situation. Any assistance would be appreciated. Thank you!

Desired Settlement: I want to get service without having to take any additional vacation time from work. (e.g. After 5:00 pm or on a Saturday.) They should also reimburse me for what I pay to have a service that they won't honor.

Business Response: Initial Business Response /* (1000, 5, 2015/05/21) */ ************* ***************** Eagan, MN 55122 May 21, 2015 Dear Ms. ******: HomeSmart received an escalation regarding the scheduling of a service call for your fireplace. We've reviewed your complaint. Our records indicate that you called on 5/1/15 for service on your fireplace and that service was scheduled with our subcontractor ****** Plumbing & Heating for 5/6/15. ****** Plumbing & Heating did not show up for this appointment and did not follow up to schedule a new appointment. On 5/6/15, you called and spoke with a representative here and were told that they would work with our contractor manager and ****** Plumbing & Heating to find a resolution. On 5/8/15, you called because still no one had followed up with you to resolve the issue on your fireplace. A formal escalation was put in at this time for our contractor manager to follow up with you. On 5/15/15, you called again and another order was put through to ****** Plumbing & Heating and they scheduled an appointment with you for 5/18/15 and your fireplace was repaired. We apologize for the inconvenience that this has caused you. This is not acceptable service and we promise to follow up with those that are involved to ensure that this does not happen in the future. Because we do value you as a customer and because of any inconvenience we caused you, we will be crediting a total of 3 months service. Please let us know if there is anything else that we can do to help you resolve this matter. Thank you, *********** HomeSmart Supervisor

4/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The service they advertise is not what they provide. If a issue happens on a weekend, they don't have the parts available to fix until Monday. In November we called Home Smart to ask someone to come out and look at our furnace that was making a loud noise. A technician came out and told us we had a failing inducer motor, but management would not allow them to replace it until it died. This part is listed as replaceable on Home Smart's Terms and Conditions and their claim is "you wont be left in the cold." On Friday night we realized we did not have heat and called Home Smart immediately at 12:30 a.m. They said someone would call us back. 8 a.m. the next morning no one had called and so we called again. The customer service representative said she would put it as urgent and someone would call us. At 10:30 we received a call that a technician would be at our house at 3. He arrived at 4, but did not have access to the parts to make the repair. He said management made the decision to not replace inducer motors until customers are in dire need. Our house has been as low as 50 degrees while the outside temperature has been zero and below. As a result we had to go and buy a $200 space heater and use additional space heater to prevent further plumbing problems. I have been paying Home Smart a monthly fee for years to protect us from these issues. When I have needed it the most, they have failed on their promises and how they market their repair plan.

Desired Settlement: We would like our inducer motor replaced and heat restored quickly as under Home Smart terms and conditions and their advertising. We would like to discuss with our attorney before making a formal request for a settlement.

Business Response: 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.

4/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Homesmart is unwilling to provide service for my repairs unless it is during the hours of 8 am to 4 pm. I would suffer financially from this I have been paying into Homesmart for years. I have had other issues with Xcel not providing service as needed due to my home location. I have had my working hours change. I have been told that I can only have service provided during "regular business hours". That means that I would have to take no less than 3 hours off work to be home when a repair person can be at my house for the repair. At least with the company that Homesmart provides. The other "option" is to leave a key and have the repair person in my house when no one from my family is present. I have firearms in my house and although most are locked in a safe, some are not. Those that are not locked in a safe are properly made safe with trigger gaurds. However, I would still be liable if they are stolen. What are "regular" business hours? When does the working day end? Tonight I am working a "regular" shift from 11 pm to 7 am. I had requested finding a repair company that works on weekends or after hours as part of their "regular business hours". I was told by Homesmart employee ************, and a message left by Tami ****** that there was no way that I could have any service provided unless it was done according to their plan. No other way. I got upset. A little POed even. I will go as far as to say that I was starting to act like a jerk. I do not think however that my frustration was unfounded. I am paying my hard working money to a public utility. Strand refused to give me her supervisors name (******). I was also told that Homesmart is a seperate and non regulated service from Excel. If that true, then why are they billed on the same bill as my gas and electric? Clearly, they are the same company. Homesmart cannot hide behind claiming to be non-regulated in this case. I am a captive customer of Excel and thus have no options for my gas and electric service. All I want is service, for which I have been paying for, to be provided without accruing additional expenses from taking time off from work

Desired Settlement: All I want is service, for which I have been paying for, to be provided without accruing additional expenses from taking time off from work

Business Response: Initial Business Response /* (1000, 11, 2015/04/03) */ As stated in the terms and conditions and also to keep the affordable HomeSmart routine service call scheduling is provided Monday through Friday during normal business hours. This information was also outlined in a letter sent you in February 25th 2015 and also communicated in January of 2004. HomeSmart is a non-regulated offering of Xcel Energy. While there may be limited options for gas and electric utility service there are several competitors who offer service plans in our marketplace. HomeSmart apologizes for the inconvenience but is unable to honor your scheduling request. If the service plans scheduling terms and conditions do not meet your expectations I recommend you consider canceling your plan.

12/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Homesmart has failed to repair my furnace in a timely manner, per our contractual agreement. Homesmart sent a technician to my home two weeks ago to repair my furnace. The technician did not have the replacement part in his truck at the time of his visit. As a temporary remedy, he "Hot wired" the water pump to run continuously while they located the part, after which he, or another technician, would return and install the new part. It has now been two weeks, my pump has been running 24 hours a day, non-stop, and while they are always friendly and seemingly sympathetic on the phone, I have yet to receive any clear communication from Homesmart on when this will be resolved. When I contact them, they blame their vendor, ***********; but since my contract is with Homesmart, not ***********, I can only attempt to hold them accountable. The part that needs replacement is a Honeywell L8148E1265 Aquastat Controller. A simple search on the internet yields dozens of places to buy this part and there are any number of local vendors who would happily install it for me today, but I have been paying Homesmart for this service for over four years. Homesmart has failed to repair my furnace in a timely manner, per our contractual agreement.

Desired Settlement: I would prefer that they simply fix my furnace, as promised, immediately; but if they are unable to do so, I would also accept a cash refund so that I can hire someone who can complete the repair.

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

12/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My furnace was diagnosed by a Homesmart technician as needing a new inducer motor. They now refuse repair as the part is too expensive. A Homesmart technician diagnosed that my furnace needs a new inducer motor. The part is covered under my applicance repair plan, but Homesmart refused to repair it as it is too expensive. I've called them and emailed them a total of six time without any response to my complaint. I need the furnace repaired before it fails in the this cold winter.

Desired Settlement: Replace the inducer motor and any other defective parts as covered under my Homesmart Appliance repair plan.

Business Response: 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.

9/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have HomeSmart Appliance Repair Plan which states the plan will pay 100% of the cost to repair covered appliances. Repairs were not made when needed In Feb 2014 my furnace was not turning off. Called HomeSmart(HS) and on 2/11 they sent a ***** from ****************************** (**) to inspect. He indicated zone control board was bad and unhooked zone system. 5/25: I tried to turn on AC but didn't work so called HS to have someone inspect. 6/2: ***** from ** came and inspected. He said the zone control board was bad and the zone system was not covered by HS. He suggested I buy a new heating system. He did no repairs to the AC. 6/3: I made a call to HS indicating that I wanted to have my AC repaired according to the coverage I purchased (which states that the HS Repair Plan pays 100% of the cost to repair the covered appliance) and that I understand the zone control board itself is not covered so I would pay for that. The only solution provided by ** of buying a new furnace was excessive and unreasonable. I felt a repair was possible so I wanted to know what it would cost me to replace the zone control board. Note: I found out later that *****, who came out in February, had wired everything to the furnace as a temporary fix for the heating issue. So he was the one who disconnected my AC unit. The young man I spoke with said he would get back with me the next day after checking into it. 6/4: after no call backs, I called HS that afternoon to check status. The person (don't remember a name) said ** had been contacted and ** would be in touch with me regarding estimates. I asked him to expedite a response from ** esp with the warm weather and not being able to sleep well without AC. 6/9: after no call backs, I called HS again. The person (don't remember a name) said they would research and call right back. That afternoon I received a call back from ******** (sp?) at HS. She said she would handle the matter herself and make sure ** would contact me. 6/13: after no call backs, I called ********. She expressed surprise that no one had contacted me yet and would call ** herself to make sure I was contacted. 6/17: after no call backs, I left ******** a message at 8:34 a.m. saying no one has called. She called me at 9:51 a.m., again surprised no one had called me, saying she will talk to her manager to make sure that ** would call me by day's end. At 5:56 p.m. after no one had called, I called ******** and left a message asking her to call me. 6/18: at 5:19 p.m. after no call backs, I left a message with ******** again asking for an update. 6/19: at 12:09 p.m. ******** called me apologizing profusely that no one has called. I told her that I've been without AC for almost a month and due to the lack of response and no resolution to date, to refund the payments I've made to the Repair Plan and I will get the AC fixed myself. She said she would check with Mgmt and have an answer within 24-48 hours. 6/20: ***** from ** called me saying that the zone control board was bad and not covered. He also mentioned something about the furnace not being installed correctly, which is the first time I had heard of this. I told him that due to their lack of follow up and response (17 days to respond to me)that I was hugely disappointed in their service and would prefer not to deal with them going forward. 6/23: at 9:26 a.m. I called ********. The person who answered said she was on the phone and would call me right back. After no call back, I called at 2:10 p.m. and got a hold of ********. She did not have an answer but promised to have one by 3 p.m. At 2:58 p.m. she called me and said that her manager, **********, denied my request for reimbursement of the charges I've paid for HS Repair Plan. She also indicated something about ******. I have no idea who ****** is and never received a call from anyone before regarding ******. After this, I then called**************************** (****)to have a person come out and look at my AC. 6/24: **** sent person who re-wired AC and installed a new thermostat.

Desired Settlement: As indicated in the complaint description, both HomeSmart and ********** failed miserably in responses times and in resolving my issue. When the person at ** inspected my furnace/AC unit on June 3rd and the remedy given of buying a new furnace was my only solution, I felt that they were trying to just make money by having me buy a new furnace. Yes, I do understand that the zone control board on my furnace was bad and that part itself is not covered (which I indicated that I would pay for). However, the furnace and AC units themselves are fine and I felt repairs could and should be another solution. For example, if I bring my car in for repairs and the car repair person tells me my only solution is to buy a new car that seems excessive and should not be my only option. I am seeking a refund of $183.20 which is the amount I've paid into the HS Repair Plan over the last 8 months ($22.90 per month x 8 months). The terms of the contract I signed up for were not met. When I signed up for HS Appliance Repair Plan, the letter stated that "Your HomeSmart Appliance Repair Plan pays 100% of the cost to repair the covered appliances on your plan..." In addition, the delays and lack of response by both HS and **, the ordinate amount of personal time I have spent trying to get resolution along with not having AC for a month have been challenging and difficult. Otherwise, I would also accept the costs I paid to ***************************** for having their technician come out and undo what had been done by ** back in February. The **** technician who came out on 6/24 to fix my AC, mentioned that the service person (*****) from ** had wired everything to the furnace and had unwired my AC unit in the process. The costs I incurred through **** amounted to $75 for a new thermostat and $149 for the service/repair (I can provide the invoice at your request) Thanks for your consideration and in looking into this matter. I would be more than happy to discuss and/or clarify anything that is mentioned in this complaint. With regards, ***********

Business Response: Initial Business Response /* (1000, 9, 2014/07/11) */ We have reviewed this matter. We apoligize for the confusion. To resolve this matter HomeSmart has provided this customer with a $73 credit. Initial Consumer Rebuttal /* (3000, 11, 2014/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't understand how this business came up with the $73 credit. As indicated in my complaint, I am seeking either a refund of the $183.20 which is what I have paid into the HomeSmart Repair plan from the beginning or I will accept the cost to fix my AC unit which totaled $224.00 ($149 for the service/repair and $75 for the thermostat). Thank you, ****** **** Final Business Response /* (4000, 13, 2014/07/18) */ Thank you for bringing this to our attention we have reviewed this matter a second time. As Mr. *****mentioned in his complaint HomeSmart does not offer coverage for the duct zone damper or its associated components. Thus the duct zone repair would not be something HomeSmart would be able to resolve. It is HomeSmart's understanding that Mr. *****considered hiring ********** directly to complete the duct zone repair but was unable to connect with **********, stating ********** did not return his calls. Mr. *****then contacted HomeSmart. HomeSmart staff contacted ********** on Mr. ****'s behalf. ********** reported to HomeSmart that they did contact Mr. *****regarding the zone damper repair estimate Mr. *****requested and Mr. *****stated to ********** that he was working directly with HomeSmart on his zone duct issue. HomeSmart made a courtesy call to ********** to expedite a call back from ********** even though this is a separate independent business transaction between Mr. *****and **********. HomeSmart regrets that this was not made clear when Mr. *****contacted HomeSmart. Our records indicate that furnace repairs were completed on February 10th and on February 11th. Also on June 2nd ********** diagnosed that the central AC was operational but the duct zone was not operating properly and was impacting air flow to part of the home. ********** suggested furnace replacement because of the venting condensate drain issue, the furnace age, and because the Lennox Pulse is no longer manufactured. Per Mr. ****'s request his HomeSmart service plan has been terminated and his account has been credited $22.90. Mr. *****reports in his complaint he was able to resolve the duct zone situation by hiring another service provider to make the repair. If there is something not associated with duct zone repair which Mr. *****states is $224.As previously mentioned HomeSmart does not provide coverage for the duct zone. HomeSmart will further review the situation if the detailed work order information and the invoice provided by Mr. ***** substantiates that repair is eligible and covered by the HomeSmart service plan. Consumer Response /* (-5, 17, 2014/07/26) */ Hello, I don't understand why this case has been closed, especially when resolution has not been satisfied. The response from HomeSmart has many statements that are wrong. I would be more than happy to provide the work order receipt showing the repair that was completed to my furnace to get my AC unit operable. Please advise next steps in order for me to pursue this course of action. Thanks, *** **** ************ Consumer Response /* (3000, 19, 2014/08/06) */ Per a phone call from the customer, he stated that he was promised a credit of $73 but has not seen that credit yet. He would like to know when he will see that credit and once received, would consider things to be closed. Business Response /* (4000, 21, 2014/08/08) */ HomeSmart has reviewed this situation again and stands by its original decision to deny Mr. ****s request to reimburse him for repairs made to his duct work zoning by a service provider Mr. **** hired. As previously stated HomeSmart's service plan does not provide coverage for the duct work zone control or any of its associated components. Consumer Response /* (3000, 23, 2014/08/14) */ ***per a phone call from the customer, he stated that he is referencing a previous response from the company (provided to the BBB) dated 7-11-14 in which it was stated that Homesmart would be providing the customer with a $73 credit. The customer stated to the BBB that he has yet to see that credit and would like to know the status of it. Consumer Response /* (3000, 26, 2014/08/27) */ ***per a phone call from the customer, he stated that he is referencing a previous response from the company (provided to the BBB) dated 7-11-14 in which it was stated that Homesmart would be providing the customer with a $73 credit. The customer stated to the BBB that he has yet to see that credit and would like to know the status of it. Business Response /* (4000, 28, 2014/08/28) */ We have applied a $73 credit to Mr. ****'s account and will be reflected with his next billing cycle. Thank you, ****

7/31/2014 Problems with Product/Service
7/22/2014 Delivery Issues | Read Complaint Details
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Complaint: HomeSmart opted us into an annual contract without our knowledge or consent. I am with ******************************** and we had an investment property at ******************** in Saint Paul that utilized the HomeSmart program under what we thought to be a month-to-month contract. To our surprise, HomeSmart signed up *************************** for an ANNUAL service contract without our knowledge or consent. We agreed to a month-to-month program not an annual program. We just sold the property and called to cancel the HomeSmart service. The customer service rep told us we were enrolled in a renewable annual service agreement and would have to pay the remaining months on the "contract". We never opted into this agreement and the customer service rep even told us that it doesn't look like we ever sent the correspondence card back to them which further proves we never opted into this program. An annual agreement makes absolutely no sense for real estate since properties can be sold at any time.

Desired Settlement: I called to cancel on 7/1/14. I do not want to pay for HomeSmart after that date.

Business Response: Initial Business Response /* (1000, 5, 2014/07/14) */ Thank you for bringing Mr. ******** concerns to our attention. The terms and conditions clearly states that the plan is purchased for one full year and payable in twelve monthly installments or pre-paid in advance. It is also stated, unless canceled the plan automatically renews for the next twelve months. The terms and conditions are available on line on our website and are also mailed at sign and annually thereafter. To resolve this matter the account was canceled on July 11th.

7/8/2014 Delivery Issues | Read Complaint Details
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Complaint: Xcel HomeSmart signed me up for an annual service contract without my consent. I am discontinuing service and they are charging me for all 12 months. I have a house that is using the HomeSmart program. I sold the house and called to cancel the HomeSmart service. The customer service rep told me I was enrolled in a renewable annual service agreement and I would have to pay the remaining months on the "contract". I never opted into this agreement and the customer service rep even told me that it doesn't look like I ever sent the reply card back to them which further proves I never opted into this program.

Desired Settlement: I do not want to pay for any months after the date of cancellation. I attempted to cancel July 1, 2014.

7/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Replacement helper coverage denied for AC. Cant get anyone to call me back. My Air Conditioner and furnace went out May 23rd. I called Xcel Energy Homesmart to have it repaired. They told me I would receive a call back from the repair company. On May 27th the service company called and stated the soonest they would be able to be out there was May 30th. I then tried to call Xcel to see if there was anyone else could look at it sooner. I called because my Son has asthma, and Air conditioning helps make his breathing easier, and was trying to speed the process up. I was told that I would have to wait. May 30th the repair company came out and inspected both my air conditioner and furnace and found them to not be repairable. I had replacement coverage through Xcel homesmart that would help me replace the cost of the items. The repair man said he wasn't sure but he thought I would receive a call the same day with the approval for replacement service. Because I was completely without Air Conditioning and was trying to get it installed as quickly as possible, I called a company who was able to install the new systems as early as June 4th. I set up the appointment. I did not hear anything from them on Friday so I called them Friday evening to see the status of my claim. They said they didn't have a answer yet but to call back Monday. This was the first time I asked if there was any reason they would need more information from me like pictures or anything or to come back out for any reason. And explained that I was having new units installed the following Wednsday. I was advised that they shouldn't have to come back out. I called back Monday June 2nd in the afternoon and talked with ****** because I had not heard anything. I again asked if there was anything more needed form me because my air conditioner/furnace would be installed in 2 days. I was advised that there was no reason they could see but he would call me back as soon as he had a approval. His guess was I would recieve a call back Tuesday. I called back on Tuesday June 3rd and asked the same questions again. Still no approval or denial of my claim. I then called back approximately midnight on June the 4th to make a final attempt because my air conditioner/furnace were being installed in 8 hours. I asked my questions again and was told there is no final approval but the lady I spoke with sees lots of claims come through and there didn't seem to be a problem. I got a call back from ****** June 4th at around noon. He told me my Air conditioning claim was denied until they came back out to do a leak check. I was very upset and explained to him that my Air conditioner was sitting in my driveway uninstalled. It also seemed bad timing as I had previously explained that it would be installed Wed morning. I asked if there was a part I could save so the leak check could be preformed. He told me no, he would talk to his supervisor and get back to me. June 6th I called into Xcel homesmart again to check on what had been found out. they said he was working on it and would call me back. around June 10th I received a call back from ****** saying that the claim had still been denied. I talked to him and explained the situation, and that I didn't feel like I was at fault because I was told something different beforehand. I asked to speak with a supervisor. He said he would talk with his supervisor and get back to me. June 18th after not hearing back from ****** I called and spoke with ******. Explained the situation and asked to speak with a supervisor. She said her supervisor *** was in a meeting but she would have him call me back right after his meeting. June 20th I called back and talked to ******* after once again not hearing back. I then once again explained the situation. ******* said he would have a supervisor ********* call me back on the 20th or 23rd. I have still heard nothing back. The replacement amount was supposed to be $1000. I feel I did my part by going through the proper steps, even checking daily.

Desired Settlement: My replacement coverage was for $1000 for the air conditioner. After learning that the leak check would have been a out of pocket expense for me and that it MAY be required in the event of a air conditioner failure. I called around and found $250 to be a average price for a leak check. I believe $1000 - $250 = $750 would be a fair amount.

Business Response: Initial Business Response /* (1000, 5, 2014/07/03) */ Thanks for bringing Mr. *****'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. *****'s resolution offer of reimbursement of$750 for the central air conditioner. A detailed receipt is required. In addition HomeSmart also requests that Mr.. ***** 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).

7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to honor replacement plan terms. I have the Homesmart plan with the replacement helper plan. My furnace went out and was replaced on Feb 17 2014. I honored my end of the plan by paying in full $2,427.00 for the replacement furnace. I was assured by the Homesmart sales rep that all the paper work was completed. As of today 6-9-14, it has been 15+ weeks, two phone calls to Homesmart and no reimbursement check for $1,000. They have not been helpful.

Desired Settlement: $1,000.00 as stated in the replacement reimbursement schedule for a furnace

Business Response: 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.

6/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have a contract with Homesmart for replacement appliances. In February a repairman sent by them came to check the hot water heater. Because he did not give them a report, another repairman had to come out. He said that my water heater needed to be replaced. I called a plumber that did the work for me and then sent the paperwork to Homesmart. They called me to say that they needed another receipt. Then the plumber faxed another receipt to them.. I asked them to call me if there was a problem. Since I hadn't heard from them, I was waiting for the check, for $450.00. After two months, I called back to ask when it would be coming. I was told that the receipt was not good enough because I should have bought the water heater myself. After several calls from me, and one from the plumber, it still was not resolved and I was treated rudely. I talked to several people, and finally "*****" several times. The last time I called and asked for her, I was told that she was not in the office. I asked if my claim was settled yet, and was told it wasn't determined. I then said that because I was not getting any satisfaction that I would be calling the Better Business Bureau. About 10 minutes later, ***** called. She was as sweet as she could be, and said that I would be receiving the check in 1 1/2 to 3 weeks.. That was 4 weeks ago, and the check has not arrived. It's very frustrating. If you could help, it would be much appreciated.

Desired Settlement: DesiredSettlementID: Refund A check for $450.00.

Business Response: 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 ************ 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 ************ 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.

5/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Told furnace would be repaired w/in week; then told the part takes 7-10 to be delivered! Lied to keep business. HS did NOTHING, tho their contractor. The gas company "red-tagged" our furnace on 03/13, for emitting (outside the home) 1300ppm of CO. HomeSmart's contractor, ********** Furnace came out on 03/14 and determined that the heat exchanger needed replacing. It is a Tempstar, model NUGM100EHB1, still under warranty. Of course, it was the one furnace part HomeSmart doesn't cover, but as it is under warranty, we have to pay for the labor. So we are looking at $400-$600 (**********'s estimate) in labor costs. I was told by the technician, ****, that they would order the part and he would be back, probably Thursday, 03/20 to fix it. I then got a call from a guy (did not get his name) clarifying that I was okay with the plan and should they go ahead and order the part, he reiterated it would be "BY" Thursday. Then ***** called to get my credit card number, which I gave to them, to cover the shipping - a charge for which we were never informed we had to pay - but, I wanted to expedite the process so the part would be ordered before the weekend. Again, when I asked, ***** said that Thursday sounded like a good estimate for getting the part in and the furnace repaired. I also followed up with them on 03/17 and 03/18 and was told the part was not yet in but Thursday still seemed like a good estimate - I spoke with ****** on 03/17 and ***** on 03/18. Finally, on 03/21 after my third call, ****** says she has no idea why I was told Thursday 03/20 (even though she had previously told me herself that that seemed like an appropriate estimate) as the part takes 7-10 days to arrive!! Like the $75.00 fee we weren't told about, we were never told we would be about two weeks without heat! I would've started looking for a different furnace place - IMMEDIATELY! I 100% completely, without a doubt, believe that they lied about the repair time to keep our business. As the furnace is red-tagged, we are not allowed (per a waiver we signed) to turn it on at all. All gas and power to it are shut off. So getting the furnace repaired quickly is very important as we can't even "sneak" it on for a few hours! The fact that HomeSmart uses substandard and inefficient contractors seems to be where the problem lies. Why wasn't the order express-shipped, they're making us pay for it anyway, so what do they care? As we were getting nowhere with **********, we called HomeSmart on 03/21 and were told there was absolutely nothing they could do. So I publicly posted my complaint on HomeSmart's Facebook page. Within the hour, I was asked to send them a private message explaining the problem for which I got the following reply from ******: "I am working with my supervisor and doing more research so I can pass on the correct information to the right people. I want to make sure we have a full understanding of the situation so we can act appropriately. We want to help in anyway we can. I understand your frustration, but we are making this a priority. We will contact you as soon as we have some answers." That was THREE days ago and I haven't heard a thing from them since! At this point, we have been without heat for eleven days, even though HomeSmart, through their contractor ********** Furnace, told us SIX times by FIVE employees that it would be a maximum of seven days! Now my biggest concern is that since ********** has lied to us so many times already, that they will try and charge us more than the $400 -$600 that they quoted us. They have already charged us $75.00 that we were not told of upfront!

Desired Settlement: I believe that HomeSmart and/or ****************** should cover the entire cost of the repair. We were perfectly happy to move forward with the repair as we were told it would be less than a week, now we are close to two weeks without heat and the average high temperature for the last eleven days has been below freezing! Based on my firm believe that they willingly and knowingly lied to us about the repair time and have already hit us with some upfront, hidden costs, I feel that waiving ALL charges and fees is not in the least bit unreasonable!

Business Response: Initial Business Response /* (1000, 10, 2014/04/21) */ Ms. ****** *************** Minneapolis, MN 55427 April 16, 2014 Dear Ms. ******: We received your complaint filed with the BBB 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 ********** and Ms. ******. HomeSmart is not involved with this repair. We have however received information from ********** 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, *********** HomeSmart Supervisor

3/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Water heater replaced after misdiagnosis resulting in a $500 installation bill and $150 charge for the replacement of actual faulty part on furnace. On 12/31/2013, I noticed that the Rheem water heater (serial # ************** that I had purchased on 4/22/2011) appeared to be leaking--there was a collection of water at the base of the unit. I felt the pipes and connections on and near the water heater to determine where the leak was coming from and I didn't feel any water. I called HomeSmart on 1/1/2014 and asked them to send someone out to look at it. The contractor, *******, called me on 1/2 and said someone could look at it on 1/3, a Friday. ***** from ******* came to diagnose the problem. His assessment that he wrote on the HomeSmart reporting sheet was "Water leak is coming from underneath the unit only indicating a crack in the tank. Replacement will be needed." I told him my water heater was less than 3 yrs old and asked how this could happen. He said I must have gotten a defective tank. After he left, I called HomeSmart back and discussed what I needed to do to get a replacement right away, since ***** had said he had a water heater start to leak like mine was now and within a matter of hours the basement was flooded. I was told someone from ***** could come on Saturday (1/4) to install a new one. The unit would be under warranty, but the installation would cost a total of $500 because it was a weekend, during the week it would have been $300. I decided that if I had to pay more it would be better than a flooded basement. ***** took out the "defective" unit and installed the new one (Rheem, serial # **********) on 1/4. Four days later I noticed a collection of water at the base of the new water heater! I called HomeSmart back and said that it would be highly unlikely that I would have gotten another defective unit and that they should sent out someone to figure out the problem. Someone from ***** came on 1/10 and initially thought it might be another faulty unit. Then he thought he better look around a little more and found a crack in the condensate pump casing that was on the side of my furnace near the water heater. Because the water heater sat at a lower level than the furnace, the water gradually pooled under the water heater. That made sense. He said the condensate pump was unfortunately not covered by HomeSmart and ***** wouldn't come back to replace that because I was technically "out of their zip code." I called HomeSmart and explained the situation. I spoke with ****** (who said he was the only "******" there) and he agreed that someone would have to take a look at this case and figure out what could be done so I wouldn't have to pay $500 for a water heater installation that I didn't need to have done. He said that he would call me back either that day or the next business day. In the meantime, the scheduler at ******* said someone could come on 1/13 to replace the condensate pump, but that it would cost $146. I asked her why I would have to pay for this when I already paid $500 to install a water heater I didn't need because of a misdiagnosis by ***** from their office. She had ***** call me back for some reason and he explained to me that his company is new to the HomeSmart program and because he was told to look at the water heater and nowhere else, he just looked at the water heater. I said that I called HomeSmart about my water heater because it seemed to me that was where the water was coming from. I need to rely on the expert whose job it is to diagnose these issues. He said he understood, but couldn't be responsible for this because that was the information he was given. And if I wanted the condensate pump replaced, that would be $146-unless I wanted to replace it myself. OK then. After several business days I called HomeSmart back and tried to talk to ******. He was busy, but the notes said they wouldn't refund my $500. This rep said he would escalate this and have a manager call within 24hrs. Right. Finally I tried rating their service on their website and checked "contact me regarding this within 24hrs." That was last week.

Desired Settlement: I want to be refunded the $500 that I was charged to pay for the installation of a new water heater that I didn't need because of a misdiagnosis of the problem by the contractor hired by HomeSmart.

Business Response: Initial Business Response /* (1000, 8, 2014/02/27) */ Ms. *********** ************** Minneapolis, MN 55419 February 20, 2014 Dear Ms. ******: We received your complaint filed with the BBB and have reviewed your complaint in full. We have prepared the following response: Our records indicate that ********************* responded for a repair on your water heater on January 3, 2014. ********************* diagnosed the problem as a leak from underneath the water heater unit, and advised that replacement of the unit would be necessary. *********************** came out to your home and installed a new water heater on January 4, 2014. On January 8, 2014, four days after the new water heater was installed, you called HomeSmart to say that you again noticed a pool of water at the base of the new water heater. On January 10, 2014, *********************** came out and found a crack in the condensate pump. On January 13, 2014, ********************* came out and repaired the condensate pump. The distributer, Water Heaters Only, did accept the old unit as a defective unit for a warranty credit. It is not able to be determined if there was a misdiagnosis of the water heater or if these were two separate issues. As a goodwill gesture and to resolve this matter, HomeSmart will be reimbursing you $400 and ********************* will be reimbursing you $100 for the total cost of the installation for the new water heater. I did leave a message for you regarding this and advised you to call me back with any questions that you may have. HomeSmart has applied a credit of $400 to your account. If you have any further questions, please let me know. Sincerely, *********** HomeSmart Supervisor ************

3/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We are not satisfied with the service and repairs we received from ****** Appliance and HomeSmart. Our initial complaint was that the dryer was taking more than one cycle to dry clothes. ****** Appliance came out and told us that our dryer was fine (even though all he did was clean the blower) and that the problem was our dryer vent on the roof. Since venting is not covered by HomeSmart he told us we needed to get our dryer vent cleaned. (work order 23749) We live in an association maintained townhome so our dryer vents our cleaned regularly as part of our maintenance and association dues. On ****'s recommendation, even though the vent had already been cleaned recently, we had Clean Sweep come out and clean the vent again - this cost us $120. After the cleaning the dryer was not working any better. **** from ****** Appliance came out to take another look at the dryer. He checked the dryer and once again said that it checked out fine. He said that the vent cleaning had been adequate but the air flow could still be better. He insisted that our townhome probably had a screen on the outside of the vent to prevent birds from getting into it. He insisted that since Clean Sweep had not actually gone out on the snowy/icy roof that the vent must still be clogged by the screen. Meanwhile, without any prompting from us, he starts poking around with the washing machine and now tells us that is the problem. The transmission is bad and it isn't spinning the clothes dry, so they are too wet, and the dryer can't dry them as quickly. He replaced the clutch and told us that the transmission is leaking oil and that the repair will not last - it could be a week , it could be a month. (work order 24154 from 12-12-13). He stands in our living room and tells us that the transmission is not covered by HomeSmart, so we have two options: 1. Pay him $170 to replace the transmission or 2. Use the replacement helper to get a new washer. **** also told us that he went ahead and replaced "all the parts" on our dryer as well to "make us feel better". After he left, we washed a load of clothes and during the agitation cycle, you can hear a noise that clearly sounds like the clutch "slipping". We had no complaint with the washer before **** came out, and now after he works on it, it is obviously not working properly. ( work order 24134). When we did that we noticed that he had actually only replaced the thermostats and not "all the parts" as he claimed. It makes no sense to us that he would make any repairs on the dryer if **** and **** were both so sure there was nothing wrong with it. It is very patronizing to tell us that you are making repairs just "to make us feel better" and it doesn't give us much confidence that they even know what they are doing. We also spoke to other appliance repair techs who stated that they would want to get to the bottom of a complaint and find the problem. You can't just "test" the unit - there can be other problems or the issue can be intermittent. We called and spoke to the manager (***) at HomeSmart and explained our concerns. He was not at all sympathetic. He did not understand why we had the vent cleaned if it wasn't dirty - we kept explaining that ****** told us we had to get the vent cleaned because that was the problem with the dryer! During the course of the conversation it became evident that *** knew ****, from ******, on a personal basis. *** just kept saying that **** wouldn't do anything wrong and he was going to stand behind whatever ****** says. He said that we couldn't use the replacement helper because **** didn't tell him that it is necessary to replace the washer. Shortly after that call, **** called us to say that he now wanted to come and replace the transmission on our washer at no charge to us. Clean Sweep also returned and actually went into our attic and took apart our vent to confirm that it is clean and verify that there is NO screen on the outside of the vent. (service order from 12-16-13).

Desired Settlement: **** replaced the transmission and clutch at no charge to us. So rather than just honor the replacement helper plan, ****** comes out and does a $338.53 transmission /clutch replacement. It's kind of strange that on the previous visit, **** had offered to do the same repair if we paid him $170 out of our pocket, now he's doing it for free!!? Between all three service calls, the first clutch rapair and the second transmission/clutch repair we are at way over the $350 for the replacement plan. So, instead of giving us the option to just replace the washer, **** and Tim decide to just do what they want to do, even though it costs way more to do all the repairs. If the washer wasn't working because of a bad transmission then we should have been given the option to use the replacement helper (which is what we would have preferred). No matter how great **** thinks the washer is, it is a 13+ year old washer with only a 90-day warranty on the part. We are asking that HomeSmart do the following: 1. make good on ****'s original offer (of 12-12-13) that we use the Replacement helper to replace the washer. 2. get a second opinion on the clothes dryer(from someone other than ******) AND go ahead and replace "all the parts" that **** claimed he did, at no charge to us (heating element, sensors, etc) OR use the Replacement helper on the dryer as well. 3. reimburse $120 for the unnecessary vent cleaning, performed by Clean Sweep 4. cancel our HomeSmart contract for the remainder of the year

Business Response: Initial Business Response /* (1000, 13, 2014/03/06) */ Mr. *****, ************************* Hugo, MN 55038 February 28, 2014 Dear Mr. *****: We received your complaint filed with the BBB and have reviewed your complaint in full. We have prepared the following response: Our records indicate the following transpired on the following dates: December 3, 2013 - Ms. ***** called in to place a service order for the clothes dryer as it was taking multiple cycles to dry. December 5, 2013 - ****** Appliance came out to service the clothes dryer. The clothes dryer was tested and everything tested o.k. The technician determined that the roof vent needed to be cleaned. Mr. ***** called in upset and stated that the technician was only in the home for short period of time and did not leave an invoice. ****** appliance did call and speak with Ms. ***** and explained what was done during the service call. December 12, 2013 - You indicated you had your vent cleaned. A second technician from ****** Appliance came back out to the home to recheck the clothes dryer. He tested the clothes dryer temperatures and everything tested out good. The technician noticed the clothes washer and asked the customer if his clothes were coming out of the washer damp as the clutches normally fail on that type of clothes washer. You agreed to give the technician permission to look at the clothes washer. The technician diagnosed that oil had leaked out of the transmission onto the clutch which would cause the clothes in the washer not to spin out completely. This would cause the dryer to act as if it is not drying for the first cycle because the clothes are still too damp. The technician did replace the clutch for the you, cleaned oil off the shaft and everything tested ok. December 13, 2013 -Ms. ***** called back to indicate that the clothes washer was not working and was making a clicking noise. December 16, 2013 - ****** Appliance called and spoke with Mr. *****. Initially Mr. ***** wanted to be removed from the plan or to have the unit replaced. ****** Appliance explained to the customer that if he has the unit replaced and has a replacement claim with his replacement coverage that he will not be able to cancel his HomeSmart service. According to our Terms and Conditions the customer would need to remain on the plan until his renewal date which would have been September 30, 2014. After understanding that, both ****** Appliance, and Mr. ***** came to the conclusion to replace the transmission for the clothes washer. ****** Appliance agreed to do this at no charge to the customer as a good will gesture. The transmission is not a covered component under the HomeSmart plan. ****** Appliance did replace the transmission and the clutch tested o.k. While at the home, he also cycled the dryer again, and temperatures tested very well. February 24, 2014 - ****** Appliance contacted the customer once again after hearing of this complaint and spoke with Ms. *****. She stated the washer and dryer were working fine and she had no issues. February 28, 2014 - I called and spoke with Mr. *****. You initially wanted the problem to be fixed or to be replaced and then wanted your service with HomeSmart cancelled. I advised we would be willing to send out a second provider to get another opinion for the clothes washer and clothes dryer and if they are not able to be repaired that at that point you would be eligible for a replacement claim with his replacement helper coverage. I did explain that in this case, he would not be able to cancel his service plan until his renewal date. You were not interested in HomeSmart sending out another provider to get a second opinion. I then offered to make an exception to our Terms & Conditions and as a good will gesture allow you to cancel your plan early and to also reimburse you for the time that you were on the plan. You agreed that you would like to cancel the plan and to be reimbursed. We will be crediting your account in the amount of $203.75 for the entire time you had service with HomeSmart since September 30, 2013. I have sent a copy of Terms and Conditions to your home outlying that the transmission is not a covered part on a clothes washer as well as that coverage is a one year contract with HomeSmart. You can also 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, *********** HomeSmart Supervisor

12/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a service plan which covers an annual furnace preventive maintenance inspection. The service cannot provide a timely appointment. Today is Nov 7 and I received a call to schedule my inspection. The FIRST available opening is December 30 (likely because it's during the holidays). It's heating season, certainly you have to plan for this and staff accordingly.

Desired Settlement: I will schedule my own inspection with another company and send them the bill

Business Response: Initial Business Response /* (1000, 5, 2013/11/18) */ Mr. ******* ***** **** ***** *** N **********, MN ***** March 20, 2013 Dear Mr. *****: We have reviewed your complaint in full and have prepared the following response: We received a call from you on November 7th 2013 to schedule the preventive maintenance on your furnace. KB Inspections called you and scheduled the preventive maintenance for December 30, 2013. You were not satisfied with that date and wanted an earlier appointment. During this time of year, it is not unusual for preventive maintenance to be scheduled out 4-6 weeks due to "no heat" call situations. We do try to respond and perform preventive maintenance as soon as we can, however customers calling with a "no heat" situation are priority. With a "no heat" situation there can be damage to life and property. The last week of October we were inundated with "no heat" calls and we got behind a bit with scheduling preventive maintenance. We schedule calls in the order we receive them, however we did make an exception for you and had one of our other service providers, Inspections Plus, come out and perform your preventive maintenance for you on November 12, 2013 which is only five days after the date you initially called in to schedule. If you have any further questions, please let me know. Sincerely, **** ****** HomeSmart Supervisor ***-***-****

8/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Despite numerous requests / escalations, HomeSmart Management never responded to the problems I had with their Dryer repair service. *6/19 ******'s / ***** comes to make a simple Dryer Repair - Condensation on the Door. Results: 1.He didn't fix the problem. 2.He created a new problem - Installed latches that were way too tight making it hard to open and close the door. In addition, the bottom latch is tighter than the top latch, so the door actually torques when being opened. (i.e. damage to door) 3.He was 30 min. late - I was called at work when ***** was 30 min. away, but he didn't show up until 60 min. later. 4.He installed a dirty / old latch part on the bottom, which I discovered after he'd left. 5. He left behind a mess on the floors and carpet - dirt, leaves - which took me 30 min. to clean up. 6.***** is supposedly their Best Tech! (The other Techs are even worse?!) I don't trust ******'s to fix my dryer. *6/21 Completed HomeSmart survey and requested that a Rep contact me. Online msg said I'd be contacted in 24 hours. *6/24 More than 24 hours later, still no response from HomeSmart so I completed another online Survey and again requested that a Rep contact me. *6/25 More than 24 hours later, HomeSmart / ****** finally called me at 6:30 PM and left a msg at my work number, which I didn't get until the next morning, 6/26. *6/26 I called ****** / HomeSmart in the AM and left her a voicemail to call me back. She didn't call so I called her again that afternoon. ****** said she'd follow-up with ******'s and call me the next day, 6/27. *6/27 No response from ****** but ***** / HomeSmart called and said she'd follow-up with ******'s and have them call me. I told ****** I didn't want ******'s since they were a disaster the first time around, but she said I had to go with them again. *6/28 ******'s calls me and orders the necessary parts: latches, gasket. Said they would expedite the order. *7/9 A week and a half later, and still no call from ******'s re: the parts. I was able to find the parts online and could've had them delivered to me next day! I was tired of waiting for them so I called HomeSmart / ******* and requested: 1) To speak to a Manager, 2) Don't want ******'s again. *7/10 Talked to HomeSmart / ******* again and she confirmed that my request was still Open and that a HomeSmart Manager (*** / ****) would be calling me, and that they had 24-48 hours to do so from the original escalation on 7/9 (i.e. by 1 pm on 7/11) *7/10 Nearly 2 weeks later, ******'s finally calls that the parts have arrived - Too late. It shouldn't have taken so long to get the parts, especially when they said they would expedite the order. *7/11 More than 48 hours later from the escalation request, still no response from a HomeSmart Manager so I called HomeSmart again. HomeSmart / ***** made another request and e-mailed the Manager to call me. *7/15 Again, more than 48 hours later from the second escalation request and still NO response from a HomeSmart Manager. As a paying Customer, I should NOT have to e-mail and call multiple times to get a response for problems with HomeSmart and/or problems caused by HomeSmart. If you say you're going to respond in 24 hours, respond in 24 hours. If you say you're going to respond in 24-48 hours, respond in 24-48 hours. The magnet I received says to call HomeSmart for "fast, reliable service...". My results have been the exact opposite: Incredibly slow and completely unreliable service. The dryer repair was an easy problem - involved only the door and NOT the interior like the motor - and yet HomeSmart couldn't handle this repair. It was a disaster with ******'s. If HomeSmart can't handle a simple repair, how are they going to handle a hard repair? (e.g. No heat in Winter, no AC in Summer) HomeSmart has completely destroyed my confidence in their ability to responsibly fix any of my appliances. Most notably, due to their lack of any kind of response by their Management Team, despite numerous requests as documented above. I should not have to go through these "gymnastics" with HomeSmart for a repair - I am beyond disappointed.

Desired Settlement: 1. $200 so I can hire a professional, capable and responsible company to fix my dryer, in addition to undoing the problem ******'s caused when they installed the latches. 2. Immediate cancellation of my contract with HomeSmart at no further financial obligation to me. HomeSmart has caused this loss of confidence and trust given their poor handling of my first repair request.

Business Response: Business' Initial Response /* (1000, 8, 2013/08/01) */ Dear Ms.**, HomeSmart from Xcel Energies has researched your concern thoroughly and would like to follow up on your complaint issued to the Better Business Bureau on July 15, 2013. Our records indicate that you requested service for your clothes dryer on June 6th, 2013. According to our records, Watson Appliance serviced your clothes dryer on June 19th, 2013. According to Watson Appliance, they installed a new replacement door latch on the dryer. On June 26th, 2013, you called and talked to ****** with HomeSmart. You indicated that the latch on your door was too tight and very hard to open. You also had concerns about one of the latches being dirty and the technician leaving leaves and dirt from his repair bag in your home. ****** advised you she would research your issue and follow up with you the following day. Your conversation was reviewed and in the conversation you did indicate that you were ok with having Watson come back out for the repair as long as it was a different technician. On June 27th, 2013, ****** with HomeSmart spoke with you and gave you one month free credit for your inconvenience. ****** called Watson to let them know that they needed to send a different technician back out to complete the repair on your clothes dryer. Watson Appliance has stated that on June 28th, 2013 they spoke with you, and that you indicated that the dryer was working fine, but the door is closing too tightly. Based on what you told the technician, Watson ordered a replacement door gasket and door strike. On July 9th, 2013, you called and spoke with ****** at HomeSmart because you had not heard back from Watson's regarding your parts order. You asked to speak to a supervisor/manager. ****** stated she would have someone follow up with you. Your complaint was sent to our contractor manager for follow up. He did follow up with Watson Appliance, but failed to follow up with you. On July 10th, 2013, Watson called you to set up a time to come and install the parts. You refused to have Watson return and advised them that you would be calling HomeSmart to request a different vendor. On July 11th, 2013, you called and spoke with ***** at HomeSmart and were advised once again that your escalation was being reviewed and that someone would follow up with you. It is unacceptable that you did not receive a call back from management within 24-48 hours of your request. Our procedure is to follow up on all escalations within 24-48 hours which is protocol. We have addressed your concerns with Watson Appliance. HomeSmart expects that there should have been better communication on the status of the parts order. The technician leaving the home a mess and being late for the appointment is also unacceptable. Management has taken corrective action and would like to sincerely apologize for your inconvenience. We have credited $200 to your Xcel Energy account as you have requested to repair your clothes dryer, as well as cancelled your HomeSmart account as you have requested. Thank you, **** ****** HomeSmart Supervisor Business' Final Response /* (2000, 10, 2013/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although I don't completely agree with HomeSmart's account of what happened - our records are different - I accept their response and consider this case closed. Thanks to the BBB for helping to resolve this issue.

8/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company failed to honor their service agreement even though our account is paid in full We purchase homesmart on July 8, 2013 and our air conditioning went out on July 21, 2013. I called to get a service technician scheduled and they informed me that we are in a 30 day window where pre-existing conditions are not covered. Our air conditioning worked great on July 8, 2013 - July 20, 2013 and stopped working on the 21st - this was not a pre existing condition. The rep on the phone said we paid for service from July 8, 2013 - July 8, 2014 and the first 30 days nothing is covered basically paying for 12 months service and receiving only 11 - sounds like stealing to me!. How can I pay for something is full and not receive the services I paid for!!

Desired Settlement: fix my air conditioning or pay for the cost of the company I choose to fix my air conditioning. If you don't do this you should refund every single HomeSmart customer their first month of dues because they are not receiving services for this month.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/26) */ Mr. **** ***** ************************************ July 25, 2013 Dear Mr. *****, We have reviewed your complaint in full and have prepared the following response: You were signed up through a request we received in the mail for the HomeSmart repair plan on July 8, 2013. You welcome packet was put in the mail that same day. Included in the packet are the Terms & Conditions, along with a welcome letter. Enclosed was also an invoice requesting pre-payment for the entire year since you do not have Xcel Energy utility account for billing. You called HomeSmart on July 22, 2013 to request repair on your Central Air Conditioner. The representative informed you that you were still within the 30-day pre-existing period, that we can send someone out but that you would be charged for the repair. She asked you if you had received the welcome packet in the mail. You stated that you only received an invoice. The invoice is mailed out along with the Terms & Conditions, welcome letter, and other items included in the welcome packet. The Terms & Conditions state the following: # 2-Coverage start: Complete repair coverage begins 30 days after approved enrollment. You will receive a letter confirming your selected coverage. # 3-One year agreement: You are purchasing the plan for one full year. Your plan is payable in twelve equal monthly installments or pre-paid for one year if you are not an Xcel Energy utility customer. # 5-Existing repair needs: Covered equipment must meet building code requirements and be in operating condition at the time coverage begins. If you sign up for appliance repair plan coverage and have an immediate repair need, or require a repair within the first 30 days, HomeSmart will schedule that repair and bill you a set diagnostic fee and any additional repair fees in three equal monthly payments on your Xcel Energy bill at 0% interest with approved credit. The customer will be informed before any additional service or parts charges are incurred. To date, we still have not received any pre-payment on your account. Once pre-payment is received, we would be happy to send a service technician out for repair on your A/C. You will be billed for this repair and we will spread the cost of the repair out over three months on your bill at 0% interest. I am sending another copy of the Terms & Conditions to your home address. You can also access a .pdf version of our Terms & Conditions via the URL listed below at the very bottom of the page: http://homesmartminnesota.com/content/appliance-repair-plan Thank you, **** ****** HomeSmart Supervisor Consumer's Final Response /* (3000, 7, 2013/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) You are charging me for coverage starting on July 8th even though as you state in #2 complete repair coverage begins 30 days after approved enrollment. I have paid in Full and am being charged for 12 months of service and receiving only 11 months of services. - If complete repair coverage begins 30 days after approved enrollment that should be your contract start date since no services are received the first 30 days. When I asked the rep what my contract year was I was told July 8, 2013 through July 8, 2014 meaning myself and millions of other customers are being ripped off by your company by charging them for services they do not receive. I believe this is the basis for a class action lawsuit for defrauding Millions of customers and charging them for a service they do not receive. Business' Final Response /* (4000, 9, 2013/07/30) */ Dear Mr. *****, As stated previously in our response to your complaint, our Terms & Conditions state the following: #2 Coverage Start-Complete repair coverage begins 30 days after approved enrollment. You will receive a letter confirming your selected coverage. #5 Existing repair needs-Covered equipment must meet building code requirements and be in operating condition at the time coverage begins. If you sign up for an appliance repair plan coverage and have an immediate repair need, or require a repair within the first 30 days, HomeSmart will schedule that repair and bill you a set diagnostic fee and any additional repair fees in three equal monthly payments on your bill at 0% interest with approved credit. The customer will be informed before any additional service or parts charges are incurred. Because we do not send service technicians out to inspect equipment to make sure it is in good working condition, we do have a 30-day pre-existing period. You are responsible for charges during this period. The HomeSmart plan is a twelve month plan. If you need a repair within the first 30 days, the service is still available to you, and we send someone out. You will be charged, and we allow you to split it up on your bill over three months at no interest as the Terms & Conditions state. The repair is still at a discounted rate. If you do not have HomeSmart coverage, we would not send out a technician as we do not do one time repairs. If you were to check with other repair plans similar to HomeSmart, you will find the same type of Terms & Conditions. The Terms & Conditions are the same for every customer, and all customers have a 30-day pre-existing period. Since I last responded to your complaint, we have received your pre-payment for the repair plan annually in the amount of $179.40. If you are not satisfied and do not agree with the Terms & Conditions, we would be happy to return your payment in full. Please let us know if you would like to do so. Thank you, ****


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