ComplaintsforHome Service Club Warranty Corp

Home Warranty Plans

Current Alerts For This Business

Pattern of Complaint:

BBB files indicate a pattern of complaints concerning the company's customer service department and warranty policies. Consumers are telling BBB about problems with customer service when they contact Home Service Club Warranty Corp. (HSC) about a repair that they believe should be covered under their home warranty policy with the company. Complaints about customer service include being bounced around between representatives when calling in, and sending email messages to which there is a very delayed response or no response at all. Other consumers allege to BBB that their claim for repairs is denied or is not correctly credited to their account, and they are reportedly denied the ability to contact anyone in a supervisory capacity to appeal the decision. Nearly all consumers mentioned the lack of responsiveness and follow-through by HSC representatives.

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Initial Complaint
08/26/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 12, 2022 my air conditioning stopped working, and I made a claim on the *** website. I was told they would find a tech to come to my house. They never did. I was forced to go with their reimbursement option. Within a few calls, I found a company that could come out the next day. They did. They said my AC broke due to age and normal wear and tear. They submitted that to ***, and it was instantly denied. I quickly made an appeal and was told the case manager ************************* would contact me. He never did. I've called, left voicemails, emailed, and sent messages in the portal, with no response. I have followed the *** process perfectly, and all I'm asking for is some level of decent customer **********************, without being ignored. I was forced to finance a new HVAC system, as *** would not communicate with me. I have read my contract and it clearly states that the replacement or at least some level of financial reimbursement should be covered. I went almost two weeks without cool air in my house, while the outside temps soared above 100 degrees. Due to the lack of services from ***, the lives of my two dogs and myself were put at risk for an unnecessary amount of time. Due to the lack of services from the ***, I now am forced with significant financial hardship, which directly affects many aspects of my life.
Business response
09/07/2022
Dear *******************************,
Home Service *********)apologizes for any frustrations the customer may have experienced. In reference to Claim # ****** which was placed for the Air Conditioning System.
In a recent review of the claim, I show that the customers technician entered the diagnosis for the unit and stated the failure was leaking refrigerant, and corroded coil.
Failures from corrosion are not covered under the policy as stated under section D of the policy.
Please take a moment and review the policy that was attached by the customer.
Nevertheless, as a gesture of goodwill to assist the customer HSC would like to offer $500.00 to help with this non covered replacement. If the customer would like to accept this, please have them respond accordingly and HSC will issue the check out to the address we have on file.
Kind Regards,
HSC Team
Initial Complaint
08/25/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My problem is with Home Service Club - Policy Number ********* Claim Number ****** My Claim is regarding fixing the problem with my GE Washer I had filed claim on May 2022 - I just cant believe the pain I went through to work on this claim with HSC They directed me to so many Technicians and no Technicians were willing to work with HSC . One time HSC club schedulled same technicians 4 times and I had to wait each time to meet windows 3 to 4 hours . They schedulled so many times because HSC was saying technician did not submit paper work correctly . I was just wondering if technician did not submit paper work then why did the schedule so many time same . After that they reschedulled to different technicians few times. They send me email to contact and schedule, when I contacted those technicians none of them were willing to work as they told me why did they even schedule them they dont know as they had already told HSC they were not working with them. Now they schedulled another technician and technician came out to do diagnostic. Finally they approved the repair but the technician do not want to proceed with repair as technician has outstanding invoices. I did convey this to HSC and HSC also contacted technician to contact Vendor relationship department but technician is telling me that he is not able to clear out his outstanding invoices so sorry he has told HSC to reschedule other technician. I contacted HSC today - NOW they are telling me my policy is expired, I have to contact technician to get this repaired. I have also paid $75 for service fee for the very first technician
Business response
09/07/2022
********************,
Home Service Club apologizes for any frustrations the customer may have experienced regarding their washer claim (no.: ******).
Our most recent records indicate this matter was resolved through the ************************ in the amount of $600.00 as of September 2, 2022. Funds will be mailed to the customer in the form of a check. Please allow up to 30 days for processing.
HSC requests this matter be closed.
Thank you,
The HSC Team
Initial Complaint
08/24/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Home Service Club fraudulently denied my claim on 7/6/22 and refuses to provide any evidence that substantiates their denial. I have two houses covered by their home warranty program. My policy covers $500 toward water heaters. My water heater broke; the service technician said due to age, and that it appeared to be well-kept and in great condition otherwise. HSC denied my claim due to "rust or corrosion". I followed up with the technician and he clarified that he saw neither rust nor corrosion. I appealed the denial on 7/6/22. They didn't respond. I emailed HSC today, 8/24/22: I am requesting your response to the following --in writing: 1) explanation of review of denial, 2) determination, and 3) lack of response for nearly 2 months. 4) Please email me copies of any and all documentation and information you received from the technician. If you are denying my claim based on his submission, I have a right to see it. 5) If HSC will not abide by terms of our contract, then I have no warranty and have been charged for service not provided; therefore, my payments should be refunded. HSC response was to restate the original denial due to rust or corrosion. They cannot provide proof because they are lying. A home warranty company that fraudulently denies claims - how is that legal? In addition, it took 2 weeks for HSC to find a technician because they have late, unpaid invoices with all of them. When I called technicians myself, they all said they would come the same day...until I mentioned Home Service Club, then they said they would only come if I agreed to pay them directly because they cannot get Home Service Club to pay invoices. This business is a scam that pays no one.
Business response
09/02/2022
Dear *****************:
The Home Service Club (HSC) is sorry to hear of the customer's frustrations regarding the water heater claim (claim no. ******).
On June 25, 2022, the customer placed a claim for the water heater stating that it is leaking. HSC dispatched Coastal Plumbing Repair to submit the diagnosis. Upon inspection, it was reported that the tank required replacement.
HSC issued the claim determination stating, "It has been determined that the water heater is leaking from the tank due to rust and corrosion and needs to be replaced. Please refer to your terms and conditions section D; HSC is not responsible for mechanical failure occurs when a covered item becomes inoperable and unable to perform its designated function, subject to the limitations and conditions set forth herein. Examples of not covered: conditions that existed prior to Agreement effective date; lack of routine care and maintenance; misuse; rust and/or corrosion."
After further claim review, HSC has overturned the claim determination and issued payment to the customer in the amount of $500.00 as reimbursement for the cost of replacement. Please allow 30 days processing.
HSC requests this matter be closed.
Sincerely,
The HSC Team
Initial Complaint
08/04/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
on 4/11/22, ***** from HSC sales ***** contacted me to sell me the warranty policy. He said he would add "Whole House Fan" item to the list of covered items. I agreed to purchase the warranty contract. Contract stared a month later in May. In July I called HSC to have my "Whole House Fan" be serviced due to not turning on. Called customer ********************** but was told it wasn't covered and was transferred to HSC ********************** explained how policy was sold to me, they saw the note from the sales department and immediately accepted my claim, and opened up a service request for me. Technician came, checked the item, got paid $65 service call. Few days later HSC send me an email stating the item was not covered. I called HSC, complained that they accepted the claim, they opened the service request, they dispatched the technician, i have paid for the service call fee, and warranty was sold to me as such. They accepted to escalate claim and send to a case manager by name ***************************** who was supposed to call/email me within **************************************************************************************************************** Norvette. Please notify HSC to contact me and proceed with the service request and replace the faulty item.
Business response
08/15/2022
Dear *****************************,
Home Service *********) apologizes for any frustrations the customer may have experienced. In reference to Claim # ****** which was placed for the Electrical System.
In a recent review of the claim, I show that the customer has spoken to their claim manager and the claim has been covered up to the policy cap of $500.00.
While we regret to hear of the customers frustrations, Home Service Club considers this claim resolved.
Kind Regards,
HSC Team
Customer response
08/16/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*********************
Initial Complaint
08/02/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased 599 dollar warranty from this scam company. Asked for service 3 times, no action, wont let me talk to a supervisor, refused service and now will not communicate with me.
Business response
08/09/2022
Dear *******************************,
Home Service *********) apologizes for any frustrations the customer may have experienced regarding their policy (*********).
On August 4, 2022, HSC received notification of a chargeback from the customers account ending #****. As a result, HSC has cancelled the policy. Our records indicate the funds are being returned to the bank as a chargeback was placed. If the customer did not receive the funds, please have the customer provide banking documentation and HSC will review accordingly. The customer may also contact their bank regarding any chargeback requests. We regret losing you as a customer.
Kind Regards,
The HSC Team
Initial Complaint
07/14/2022
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Home Service Club (HSC) is a home warranty company. On 5/18/22, a claim was submitted for air conditioning (A/C) repair on a rental home that I own. HSC assigned and then cancelled 3 separate A/C vendors over the next month, all "due to unforeseen circumstances". I and my property manager called HSC on 6/16/22 and 6/17/22 to get authorization to hire our own vendor, but all calls rang continuously or were automatically disconnected. Temperatures were in the 90's during that period of time, and it was a health risk for the tenants. I told the property manager to hire an outside vendor. The work was completed on 6/22/22 for a charge of $540 to add 4 lbs of R422 coolant, for which I paid out of pocket.I was away on travel until 6/23/22. On my return, I found an email from HSC dated 6/21/22, 11:05 pm, requesting a response (no stated time limit) to get reimbursed for an outside vendor. On 6/23/22, I clicked on the reimbursement link, but it was no longer active. I then received an email on 6/23/22 from HSC that another vendor has been assigned and will be there the next day. On 6/24/22, I called HSC's vendor and cancelled the service since no-one answered at HSC and I did not want to be charged an additional service fee.I sent an email to HSC on 6/24/22 with the timeline of events and a request that a senior account manager reimburse the outside vendor's fee. No response. I spoke with HSC account representatives on 7/1/22 and again on 7/6/22 asking that a supervisor/manager call me back to discuss the case. Both times, I was told that I did not have authorization to hire an outside vendor and would not get reimbursed. I requested to speak directly with a supervisor and was told both times that I would get a call me back within 24 hours. No-one responded to my email or called me back.I request reimbursement of $540, minus the usual service call fee of $65, due to unacceptable HSC delays during hazardous heat and the inability to contact them.
Business response
07/25/2022
Dear *******************************,
Home Service Club does maintain the right to select the service provider and will not reimburse for services performed without prior authorization as stated in the policy under section C number 2.
Nevertheless,please submit the diagnosis of the issue that you were having with your unit.After the invoice is reviewed and if its found that the failure would be something that is covered within the guidelines of the policy HSC will reimburse you minus the service call fee.
If after the review HSC find that the issue you were having does not fall within the guidelines of the policy, HSC will provide you with details of failure and why it was not something that would be covered under the policy.
Kind Regards,
HSC Team
Customer response
08/05/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
Please forward the attached documents to the business. I will determine whether the issue is resolved following Home Service Club review of the attached documents and their final decision.

Sincerely,

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

Business response
08/16/2022
Dear *********************,

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

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

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

Please allow up to 30 days to receive the funds.

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

Thank you,

The HSC Team
Customer response
08/17/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Thank you for your assistance in this matter.
Sincerely,

*******************************
Initial Complaint
07/01/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a leaking plumbing problems at my house I contacted home Service Club in March about my situation been three months I've called the company many times kept telling me that they will send a plumber to fix my water it's been three and half months still nothing I pay my **** every month on time I just want them to up hold the contract with them we need this problem solved soon as possible .
Business response
07/07/2022
Dear ***********************,
We strive to provide the best customer experience;therefore, we regret to hear that you were not satisfied with the services we provided.
In a recent review of your claim, I show an appointment has been scheduled for Tuesday July 12th, 2022 between the hours of 07:00 AM and 11:00 AM. Please make sure someone is available at the covered address at that time.
Kind Regards,
HSC Team
Initial Complaint
06/29/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a home warranty contract on a condominium I own in ******** with this company. I called in a claim and have been waiting for over 4 months for them to send a contractor to fix the issue. They have allegedly assigned several contractors, none of which show up. I have called their customer ********************** only to be connected to someone who does not speak very good English and sounds like they just read canned responses from a script. This company should not be allowed to remain in business. they basically take your money and then provide no service whatsoever. No supervisors, no real human with a brain to assist with anything. Complete scam artists.
Business response
07/07/2022
Dear *********************,
We are working diligently on assigning your claim to the best available technician in your area. At this time, technicians have not responded with a reasonable timeframe to schedule your appointment. We are continuing to work on finding you a reasonable appointment. In order to avoid further delay, we offer a reimbursement option. Upon selecting the reimbursement option, *** will stop working on finding you an appointment and you will be required to find your own technician to service your claim.
In order to start the reimbursement process, please visit the *** account center at ***************************and follow the steps below:
Click "Login"
Log in using your email and policy #
Click view claim status
Click view details
Click "Please click here to start reimbursement process"
Kind Regards,
*** Team
Initial Complaint
06/06/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I filed a claim with the Home Service Club Warranty in May 2021, they arranged for ****** Plumbing and Mechanical to come out and fix the plumbing, which they did. I paid the $75 service fee and HSW was supposed to pay the remaining ****. To date, they have not paid and they claim it's because the work was not authorized. I have sent several emails and phone call conversations with Home Service Club Warranty and ****** Plumbing, but it has been over a year, and payment was not made. I filed a different claim in October for a problem with my heater. ************** came out and fixed the problem and I paid them. I submitted a claim to be reimbursed and was told by different representatives that I would be reimbursed, however, I have not because Home Service Club Warranty told me today that it was not authorized. I explained to the agent that it was an emergency due to the cold weather and I did not have heat, this was the same information I provided when I initially filed the claim and I was assured that I would be reimbursed. I also have several email correspondence with ************** and Home Service Club Warranty and at no time prior to today was I informed that I would not be reimbursed. Twice Home Service Club Warranty has failed to fulfill its obligations.
Business response
06/17/2022
Thank you for reaching out to HSC. We pride ourselves on having satisfied customers. Any report such as this, about an unhappy customer, is taken seriously with the utmost importance. Home Service Club of ********** has a comprehensive customer ********************** department that responds to customer requests promptly and properly.
A review of your file shows that the work done on your plumbing claim was completed without prior approval. As per the terms of your policy at Section F, number 1: Any and all unauthorized work, or work done without prior approval from HSC, will not be covered by this Agreement.
A review of your HVAC claim shows that the work was done prior to you placing the claim. As per the terms of your policy at Section F,number 1: Any and all unauthorized work, or work done without prior approval from HSC, will not be covered by this Agreement.
Initial Complaint
04/11/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
HSC is a home warranty Co. our policy # *********. I put in a claim for my dryer, for it would not turn on. Tec came out sent report to HSC. They sent an email stating the parts were no longer available, so they would buy out in the *** of $330.00, to go for a new dryer. On 1/28/22 the authorization went in, stated it would take 30 days to receive. As of today it has been ************************** check for this amount. I have made 5 calls to them at: **************, with promised that would let the accts payable know. Sent 7 emails, asking for a supervisor or owner of the company, still no response. I need my check for the $330.00 to go to buy a new dryer. Their customer ********************** people are just reading from a script and promised call back, but never did.
Business response
04/27/2022
Dear ******************,

We pride ourselves on having satisfied customers. Any report such as this, about an unhappy customer, is taken seriously with the utmost importance. Home Service Club Warranty has a comprehensive customer ********************** department that responds to customer requests promptly and properly.

Our records reflect that the electronic gift certificate was sent to your email on file. However, after being informed that you have not yet received the gift certificate even after several attempts, HSC authorized that the buyout amount shall be sent to you via check on April 5th. As you were informed, this process can take as long as 30 days from the authorization date.

G. CANCELLATION,VOIDABILITY, & ELIGIBILITY

2. I You *** cancel this contract within the first thirty (30) days following the date you ordered the initial contract (the First 30 Days) for any reason and shall be entitled to a refund of the paid contract fees less any service (claims) costs that were incurred by HSC and an administrative fee of up to $45 (where permitted by law).
2. IV In determining the amount of any pro rata refund that *** be due you under Section G.2.II. or Section G.2.III., if you purchased and paid in full for an agreed number of consecutive months of coverage (e.g., twelve, twenty-four or thirty-six months)based on a promotional rate rather than the Standard Contract Rate indicated on your Contract Coverage Summary Page, the refund will be based on the Standard Contract Rate for the period during which you were covered. For example, if you pay in full up-front for twelve months of coverage for a promotional rate of $499 and the Standard Contract Rate is $599 for twelve months of coverage, if you cancel your contract three months after inception of your initial contract,your refund would be equal to $374.25 (representing the fees for the unused nine months of coverage), less $25 (the difference between what you would have owed at the Standard Contract Rate ($149.75) and what you paid at the promotional rate ($124.75) for the three months of coverage you received),subject to any adjustment for any amount you owe under Section G.2.II. or Section G.2.III.

As per our discussion on April 18, 2022, HSC has cancelled your monthly policy. You expressed understanding that no refund would be provided. Furthermore, the check for $335.00 is being processed and will be mailed to your address on file within 30 days.

Should you have any further questions and or concerns please feel free to reach out to me directly.

Warm Regards,

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

The Home Service **** of ***************************************************************
Customer response
04/30/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[The orignal ecard was supposed to be delivered to us within 30 days, it was not. After many calls to the company, they were looking into the matter, but never called me back. When the 1st lady called to let me know that the the company would be sending me a check for $335.oo, , she never mentioned that it would be another 30 days before I received the check. It wasn't until they heard from the BBB, before they response came that it would be another 30 days, which should be May 5, 2022. Please keep this claim open to verify that I do receive the check. Why does it take 30 days to process a check? We are coming up on 97 days from the original claim date.
Thank you,
***********************/ ***** ***********, *****, ** ***** ************

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely

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

Customer response
05/18/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

I want to thank you for all your help to settle this matter. I received the check on Saturday 5/14/22. Please close my claim.

thank you,

**** *******

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