Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/07/2022

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

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

  In a recent review of the claim, I show that the customers technician entered the diagnosis for the unit and stated the failure was leaking refrigerant, and corroded coil.

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

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

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

  Kind Regards,

  HSC Team

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/07/2022

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

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

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

  HSC requests this matter be closed.
  

  Thank you,
  

  The HSC Team

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/02/2022

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

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

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

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

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

  HSC requests this matter be closed. 

  Sincerely, 

  The HSC Team