ComplaintsforHomeMembership

• Initial Complaint

  06/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Per the sales pitch and membership brochure, claims are to be paid out in a timely manner. Customers are free to select their own vendors and submit receipts for reimbursement. I have uploaded two claims. On both claims, invoices and contractor reports were submitted. Both have gone unacknowledged and unpaid for well over 6 weeks. You can no longer call anyone at HomeMembership, and they do not respond to email inquiries or voice messages. I'd like a full refund of my purchase price of $995.00 for the membership, as it would seem this entire operation is fraudulent. I've attached the screenshot showing the two claims with no status update. I'm happy to provide the receipts for both claims and the reports, as well as the receipt from my original purchase of this fraudulent membership. Please advise as to what additional documentation you might require.

  

  Business response

  06/14/2022

  Dear Member,
  I have looked extensively into your account and the issues with non-response. Our data management software held your account in pending status upon issuance, which is why our member success representative was not receiving your claim invoices. We have immediately reached out to our software team to address the issue so this does not occur again. I want to apologize for the situation at hand and would be glad to return your total purchase price for your inconvenience. 
  Regards, **** ******** / *****

• Initial Complaint

  05/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 5/17/22 my hot water heater would not heat. On 5/18/22 I contacted Home membership who I purchased a home warranty with during the purchase of my home in August 2021. A represent I've from ********* ******** arrived the next day around noon to inspect the water heater. He advised that because of the age of the heater it would need to be replaced but it would take about 3 weeks to get to it. I advised him that my mother had just been released from the hospital 3 days prior and that I needed hot water sooner. Minutes after his departure a representative from ********* ******** called to give me the cost for the replacement and she explained that Michael should have not quoted 3 weeks to me because he has nothing to do with billing. She told me that it would be $1875 to replace the unit and that I would be responsible for $875. They would be able to install on the 20th We had already been 2 days without hot water and I wanted to see if I could get someone to install one on the immediately. I made a couples of calls and was able to set up a same day installment with ****** ********. I sent the invoice to home member as the warranty instructed and I immediately received an email from them saying that they would not Reimburse me because I did not get prior authorization from them to get my own contractor. ****** was even cheaper than what they quoted me. I read the warranty and I failed to find where that is stated in the contract. Futhermore, I think I should be able to choose who does the work. This was the first time I've had to use it and they have ripped me off! I can have the warranty printer off or email it as it is very lenghty. Below I have tried to send you a copy.

  

  Business response

  05/31/2022

  Hello and thank you for your review.  We sincerely apologize for any misunderstanding in your coverage with HM.  We have pasted the email below that the claims department sent to you once we received diagnosis from the service provider.     
  
  Again, we appreciate you being a valued member but our terms and conditions clearly state in section C To Request Service, #4 We require you to contact us so we may have the opportunity to select an Independent Contractor to perform the service. We will not reimburse you for services performed by your own contractor without prior authorization.  
  
  You did not receive authorization from HM for the replacement of your water heater out of the HM Network and as far as we knew it was scheduled to be completed by the provider who it was authorized for replacement with.  
  
  We also think is important to clarify to the readers of the BBB complaint that you successfully filed and had an HVAC repair made just 4 days prior to the water heater claim.  We are very glad that the AC repair was made quickly and without any out of pocket expenses on your end by one of our in network service providers.  
  
  Thank you for your membership and for your understanding.

   

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June of this year I purchased a home warranty through HomeMembership. In July the circuit board of my refrigerator failed and we filed a claim. They sent a company out who stated the refrigerator could not be fixed due to the part needed being discontinued. HomeMembership would not replace our refrigerator and instead paid us for a repair that cannot be completed. On 7/18 my AC failed in the 90 degree heat. Their offices were closed until 7/20 and I was unable to file a claim and had a company come out to repair the issue, when presented with the invoice during their operating hours they refused to pay for the repair due to me not having prior authorization. Since they were closed I was not able to reach anyone and couldn’t allow ** ******** and animals to continue being in a home that was over 90 degrees. Their business practices are horrendous

  

  Business response

  09/22/2021

  This is the message that was sent from our company to the client regarding this issue. 

  *****,
  
  We apologize for any confusion on this claim. We did check the account and show we accepted the receipt you sent for after hour services and informed you we would review to see if we could refund any amount for you.  The company terms and conditions that are given to all our members relay that we will not reimburse claims that did not go through us first with approval to contact an out of network provider.  For weekend after hour claims on emergency HVAC, we offer hotel stay reimbursement coverage that can be used for these situations (this information is in the contract we give our members).  The receipt and claim have been reviewed and we will reimburse it minus the after-hour fee.  As stated, this is not a situation covered under our warranty, but we do like to go above and beyond if we can, to help our members.  Thank you for giving us the opportunity to review and resolve the issue for you. If you can withdraw your complaint from the BBB as being positively resolved for you, we would appreciate it.  The check will be mailed today.
  
  Best regards,
  
  
  ****** ******
  HomeMembership
  
  

  Customer response

  09/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
  

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• Initial Complaint

  07/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was given a home warranty at my closing and I recently had to have a claim for AC repair that I was told I was given the wrong documents and I would have to pay a substantial amount for the repair. It is not my fault that I was so called given the incorrect documents at the time of my Purchase. I even took a phot of the documents provided and sent to the home warranty company. They gave me the excuse that they emailed me a link with the “current” new home warranty policy within an email that was a solicitation for a sales call and even though these email went to my junk/spam folder and I never read these as why would I read unsolicited mail that want me to purchase something. I think this is ridiculous that they are hiding behind we sent you emails and refusing to do the right thing and honor the home warranty documents that I was given that clearly define the cost and limits associated with my issue. I wish to seek a full refund for my cost incurred for this this issue.

  

  Business response

  07/16/2021

  Mr. ***,
  
  I did receive your voicemail and have further looked into your matter. It appears the material you are looking at is from several years back. Regardless of the documentation in hand, our contracts are always applied in the year your property is closed. I have attached screenshots from our customer portal of several emails you received from the inception of your contract with HomeMembership. You will see the 2021 terms and conditions link provided in these emails alongside your contract information.  At this time, you had a chance to review any discrepancies in the old contract (which we don't offer anymore and you received this brochure from a third party not directly from HM) versus the 2021 contract you received. All of our contracts come with a 30-day window to cancel for any reason if you are not 100% satisfied with your terms. You did not exercise this opportunity, so we assumed you were 100% satisfied with your terms. Hence these are the terms we will follow until the expiration of your contract. Also, from my records, I show you have had 3 successful prior claims on your Dishwasher, Kitchen Refrigerator, and a Drain Line Stoppage approved and serviced, totaling $525.70. Regarding a refund of your warranty, we cannot provide it as the seller paid for the warranty as stated in our terms, which I have attached a screenshot of that language for your to review . We appreciate your understanding of this matter and respectfully hope this has sufficed into a conclusion. Thank you for being a member of HomeMembership!
  
  Regards,

  **** *****

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

  Customer response

  07/16/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I reject this response, as you say you emailed me links to the new policy documents, and as I stated in my email, when I looked at your screen shots that you provided all of the emails you sent were sales solicitations that either did go to my junk/spam folder or I never received them.  I do not review items that go to my junk/spam folder as these are not emails that I want to review.  Also, as I asked one of your associates yesterday, do you have a read receipt that I in fact actually received the email, the response was no, only a successful sent message, so there is no way to 100% verify these emails were received, however the probably did go to my junk folder and were deleted because I do not read unsolicited mail. You also stated that the documents I received were from a third party,  wouldn't be your responsibility to provide the third party with the most accurate up to date information?  Also to say it is my fault because I did not read your unsolicited email with the most up to date information is not good business practice in my opinion.  If you wanted to make sure that customers received documentation you probably should have used certified mail from the U.S. postal service to ensure delivery of the most up to date documents, as that is what you are stating.  How was I to know that the documents provided were not the most recent?  There is not a year reference anywhere on them, so why would I assume that it is not correct?  The fact remains that you do not want to honor the warranty I was given and you are looking for ways to get out of the coverage. You will not even extend me the courtesy of a phone call as I requested numerous times.  
  
  Regards,
  
  ***** ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩