Ellen M.
UNSCRUPULOUS, UNETHICAL HOME WARRANTY COMPANY
If there was a way to rate The Home Service Club (HSC Warranty) ZERO, I would. This is a terrible, unethical, unscrupulous company. I have been trying since September 2019 to have two claims processed. I have called countless times and been put on hold for over 2 hours, until the line drops. Customer Service never comes back on the line. This happens no matter what time of day, no matter what day of the week I call. Emails have gone unanswered. Voicemail boxes are full so if you do by some miracle reach an extension, you can't leave a message. Even submitting a request through the portal yields no assistance. On the one occasion of being able to reach a Customer Service person, she obviously had no training nor construction background and tried telling me that our full priced, cover-everything warranty wouldn't cover a broken angle stop, (the Claims rep didn't know what an angle stop is). Oddly enough, it is listed in my 15 page contract, (page 4, #4, line 1), that it is covered. At that point, I asked for a Supervisor who assured me she would get that claim and a claim for a toilet replacement processed. The Supervisor even went so far as to tell me to call her when the plumber was on site so she could authorize the repair. The plumber was on site waiting for 2 hours and I never could get through to the extension. When I called back repeatedly and asked for Customer Service, I was left on hold with no one checking back on the call. I sent emails while I was on hold and I never received a response to our emails nor could I get through to anyone in Customer Service to help me. This Supervisor did call me back MANY days later and asked me to email the invoices. I did. Twice. There has been no response to us or the plumber by either phone or email. We are now at March 2020, and we have had no response to phone calls or emails requesting cancellation and a FULL refund. Stay as far away from this company as possible. We will. And we warn everyone we talk to do the same. We have owned homes before and had other home warranties but never dealt with this level of dishonesty, gross incompetence and scam tactics. We requested a full refund but can't get any response from this company. Ironically, they are somehow able to send us advertising and marketing emails and offers while failing to communicate with us about our claims or written cancellation and full refund requests. I personally have never given a company a bad review, publicly or otherwise so this is a first and they certainly deserve it. I have learned that their actions are repeated over and over again against one unsuspecting customer after another. Check out what the Better Business Bureau New York has to say about the pattern of complaints that, not surprisingly, sound exactly like my experience. Save your money and choose another company that cares about its customers and the service it provides. Because ultimately, that is the only thing a home warranty has to offer; service. 4-7-2020 - Here's an update....I finally received a call from this company on 4-6-20 when I once again requested a full refund. Then I received a call from a Supervisor on 4-7-20 who offered to provide a pro-rated refund as of 4-6-20 amounting to a few hundred dollars. She completely denied existence of the refund requested in December since "the employee is no longer with the company" even though I sent an email in December 2019 to follow up on my cancellation request which I had left on two employee voicemails which conveniently, they don't acknowledge. And they tried to blame COVID-19. Really? The good people and viable businesses of New York are not a reason to blame your shoddy business practices on. The stay-at-home orders for New York were not issued in December 2019, they were issued in March 2020. So, they are penalizing customers who requested cancellation up until the day that some HSC representative finally contacts the customer back. Scam...scam...scam. And, they never paid the contractor either.