The Home Service Club Reviews

Original Review: Oct. 2, 2018

Awful service, please do not spend your money on this company. Look for a reputable company that appreciates their customers as well as your time. This company does not have good customer service and what they're advertising is not what they’re doing, you pay your portion of the money and you wait for your approval that I were told we would take 24 to 48 hours. You cannot look on your website that you log into to see any updates on this company process. The company that they’re contracting with for your washing machine in Louisiana are not very professional either. I had an appointment at 1:00 pm, I had to call the service technician to see if he was coming or he was canceling the appointment. When it had became 2:30 with no calls stating that he was going to be late, I was told “it was going to take a minute and I can go run my errands and that he will call when he was on his way”.

At 4:45 I call the service asking if this is a real company and if my appointment will be made today. I was told by the answering service that she was only answering calls but she will page the technician to give me a call, he didn’t call me back in 45 minutes and said he still was on his way. Needing to say the technician showed up at 6 o’clock that evening. To get to talk to someone for your service takes about 30 to 45 minutes of waiting time just to get a representative to tell you that you were waiting on the approval department and you don’t have any extension to get in contact with the approval department. It has been almost 2 weeks now and I am still without a washer. So again I urge you not to choose this company. If I get this claim done I will not be a customer anymore.

I call tech and said, "They are waiting for your call back for more information," he said they have not called him. I call HSC back, ask what number they have for tech...they don't even have the correct number, I gave him correct number, he puts me on hold and calls tech. Comes back to me and says they have all info now and have sent it to the approval dept. and it should get approved later today, if not for sure by tomorrow (Thurs). I call Thurs morning, talk to same customer service rep, still not approved. Call Friday...3 times...ironically, I get the same customer service rep all 3 times. He says he sent a urgent message to "approval dept" for my claim each time I call.

Now it's Monday. I call back and get a different agent. She explains they are "waiting on some more info from the technician". I called BS on her and said, "You guys got "more info" last Wednesday." Then she said they are verifying the local and state codes for the repair. (WTF...where did that come from?) I again called BS because all that needs to be replaced is the coil, which is an internal part and not modification to the unit would be needed...and plus they do pay for repairs that are needed to bring up to code, so why do they care.

Did you know that the "approval dept" at HSC does not have phones or email? So there is no way for a customer to talk or communicate with the approval dept. Really??? They only communicate with instant message. I honestly feel sorry for the front-line employees who have to take all the crap that the "approval dept" causes for their customers. If I ever get them to repair my A/C...I am done with them. Buyer beware.

Original Review: Sept. 20, 2018

Company is horrible. Do not get this company for your home warranty. They will not send out authorization for anything. DO NOT PURCHASE THIS WARRANTY COMPANY. RUN...RUN... Tell all your friends...even your enemies. Would not wish this company on anyone.

Our air conditioning claim has been open since July and our plumbing claim has been open for several weeks. When contacted they say that they will follow up with the technician and then get back to me but that never happens. Once we filed a claim for an electrician and they couldn't find one for us. We finally just hired an electrician and had the repair done without their assistance because we got tired of waiting for them to follow up. I wouldn't recommend this company to anyone. We pay our bills every month and they do not fulfill their end of the deal. If I could give zero stars I would.

Original Review: Aug. 15, 2018

This company took over 1-1/2weeks to replace our refrigerator. It was explained to this company I had cancer tumor removed from my pancreas and was in need of my refrigerator due to keeping medications/foods cold. That fell on deaf ears and I ended up spending a night in the hospital due to not having all of the foods/medications needed. Of course HSC blames Lowe’s and Lowe’s blames HSC, but I the consumer suffered from their lack of due diligence!! No one calls back as promised and we spent a lot of time calling for updates as well as having to find a refrigerator.

Why are we paying them if we have to do all of the work? I cancelled our contract due to the lack of integrity and the harm that was caused. This morning I was contacted to be advised that since I cancelled our contract we are responsible to pay back what was spent out! They offered for me to reopen our contract pay $11.95 for next month premium and not pay a service fee for the next call! Are you serious??? This doesn’t constitute makeup for all the money we spent out due to their negligence and me being in the hospital! THINK TWICE BEFORE YOU GET STUCK WITH THIS COMPANY!!!! It’s all about a money grab!!!

Original Review: Aug. 10, 2018

I have had two claims within the last four months that have taken weeks and months to resolve. On a current claim, which is a simple broken ceiling fan, it has been two weeks since I've had a response. I can't get a call or email returned. This company is horrible and I would not use them.

Next day, I call in the morning because I have heard nothing so far and wait on hold for 30 minutes. They said they are working on it and someone has been assigned to find a local vendor. I get a call an hour or so later saying they found someone to come out. I asked for an ETA and they said they couldn't give me one but she did say it would be same day. She did not provide the service provider's name or phone number. No one shows up for several hours. I call back and wait on hold for another 30 minutes and have them tell me that the last contractor canceled on me and contractors are hard to come by right now but I am on a "priority list." Still nothing for a few hours so I call them back again and they said they are still having trouble finding a contractor. Meanwhile, I have a friend who's AC went out and they had it fixed within 24 hours so I am calling BS. My house got up to 95 degrees inside around 5:00 pm. I have two elderly dogs who were panting all day and will not be able to handle this much longer.

Called first thing this morning. Asked if I could get someone out and get a reimbursement. They said they can only reimburse back to the contract- meaning any remaining payments I have left for the year. I am paid in full and they said they can apply it to next year's payment. I told them I didn't want to do this another year and she said she didn't know what they could do instead. They said they would put me on a "priority list." I said I am already on the priority list and they said they are working their hardest. Called again a few minutes ago and they said they are still working on it. I asked if I could just get my money back for it and they said they could only reimburse the seller of the house and not give me that money. The plan is in my name, the seller's name is nowhere on the documentation and the check came from the title company. They have no way of reimbursing the seller so they are lying through their teeth.

In summary, I have been on hold with this company for 7 hours the last two days. My claim is considered an "emergency" yet they still haven't gotten anyone to come out to my house, I can't even imagine what they would do for a non-emergency. This place is a SCAM. They will not provide the service that you paid them for. LOOK ELSEWHERE. Just the fact that there are several people on here saying they would not provide service with a bad review up shows how SHADY this company is. My best friend's father is a lawyer and I am considering legal action at this point. If you would like to join me, please DM me.

Original Review: June 29, 2018

Last fall, my wash machine was leaking, someone came out but never contacted Home Service Club. I called and said when is it going to be fixed, that's when I found out the parts were never order. About a month later, he fixed it, now 7 months later, it's still leaking, now my refrigerator isn't working. I contacted them 11 days ago, never had someone contact me. I called, they gave me the company name and phone number. I called, they said they haven't dealt with Home Service Club in over a year. I called back, they gave me the same company and phone number. I called back again, they gave me a different one. He came out, said it was a fluke, everything is fine. My refrigerator is still at 57 degrees.

I called, they said he'd be out. He never called. I called him, he said he wasn't coming out because they didn't give him the OK to fix it and hasn't paid him for other times he did work. Also, when the guy came out, I asked for afternoon since I was taking a half day vacation, he said no, between 10-12 am, he came at 12:40 pm, had to use vacation time that wasn't needed. Can I give a zero for a rating. Also, I'm on hold forever when I call and usually don't get callbacks. Last night, they said leave my number and they'd return my call, they never did. They answered the phone quickly when I wasn't a customer.

Updated on 06/30/2018: They knew I would write a bad review, they actually blocked my account but I was able to create a new one to let the world know they are the worse company I've ever dealt with. Still not getting any calls, since they didn't fix my refrigerator, I had to but a new one, I left a message that I cancelled my account and want a reimbursement for the rest of the time I have. we'll see what happens. They haven't responded and they didn't fix my refrigerator and didn't give the contractor they sent the OK to fix it.

We asked for an explanation. After a conversation where the lady on the phone literally admitted she didn't understand the electrical complexities, she went on to say that the source of the issue is pre-existing, based on her assessment from across the country, over the phone. We asked for a formal write-up and a means to dispute the claim. She said she had made the decision and it was final. She told us they are not required to provide a written explanation. Then she clarified that no matter what future issue arises, they won't be covering the any A/C issues.

Afterwards, we had a separate technician come out. He found the cause in 40 minutes. He replaced the part and had the AC operating at manufacturers standards in 2 hrs for $900. This work included fixing the damage the previous tech caused. The second technician explained that wires were not connected properly, fuses were in backwards and the alleged $600 repair that the initial technician performed was wasted.

DO NOT USE THE HOME SERVICE CLUB. Their employees are experts at saying "we won't cover that", but have no actual understanding of how the system works. They will claim every issue is pre-existing and not provide any explanation. (BTW, this doesn't even cover the fact that they 'lost' my account info and payment when I first had to make the claim, despite sending a confirmation email with my contract #...) Basically... DON'T... JUST DON'T...

We opened a ticket last Friday evening after work when we arrived home to find that the kitchen faucet was leaking above & below the countertop. It was the Fri. before Memorial Day so I expected a delay but they were not even going to tell us, until I called for an update on Sat. afternoon, that we had no chance of seeing anyone until AT LEAST Tuesday. I say at least because it is currently noon on Thursday and we have still not had anyone show up... They did schedule a repair for this morning between 8 am and 10 am so my husband made arrangements to go into work late but they stood him up and the faucet continues to leak into a bucket under the sink and a soaked dish towel scarf around the neck needing to be replaced every few hours.

FUN! I'm no expert but water is a pretty destructive force in the home... especially when leaking for a week. It's not very convenient to shut the water off to your kitchen sink and dishwasher for a full week either. (and pay extra for the privilege) They don't bother to communicate with the customer. They will leave you hanging, waiting, guessing and hoping until you can't any longer and have to call and ask for an update... But they are very punctual in taking your payments.

Updated on 05/11/2018: I sent a review on this company and the next day I received email below from them. "This e-mail is to advise you that your account has been flagged and will be reviewed by our Fraud Prevention Department. Should anything be deemed as warranty fraud/fraudulent intent, it will be reported to all proper agencies and databases, the account will be cancelled and investigated accordingly. Any and all outstanding balances, if any, will be billed and subject for further actions including but not limited to collections. Any and all good faith courtesies are frozen pending review. HSC provides honest and reputable service and we take fraudulent behavior very seriously. Should you have any questions you can contact the agent assigned to this case.

NOTE: Claim #** has been closed as the issue was long deemed as not covered. Please be advised that any and all courtesies offered were offered in good faith and because customer service is our utmost priority. We understand that sometimes claims may take longer than desired, and sometimes we do have to rely on third party technicians, however our service is outlined in the contract and a good faith courtesy to help a customer in need is not in any way an admission of falsely alleged guilt as was implied by you. We hope this has cleared up any misunderstandings you may have had about our agents trying to help you and their sincere intent."

My dishwasher that quit originally cost $800 7 years ago but Home Service Club said they would pay $250 toward a $300 dishwasher which was nowhere near equivalent to the $800 one I had before. They are incredibly difficult to reach, at times dropping calls at very convenient times for them. Oh and when I called because I had no hot water in my house, they told me it would take 5 days to send an technician out to inspect. Save your money. To date I have given them about $2500 in premiums over the years and have received about $1000 in benefits. A waste of money!!

Original Review: May 4, 2018

I have attempted to submit 4 claims over the last year. NONE have been responded to. I have submitted online through their site, called (no one ever answers), and emailed. I have NEVER gotten to speak to anyone. I think this is a total sham. I pay almost $90/mo. I can't even cancel it online and nobody will answer!

Original Review: March 30, 2018

I am extremely disappointed with the service that I have received from The Home Service Club (HSC) as they are looking for any excuse to not fulfill their obligations or to force me to cover most of the cost for replacing my dishwasher. After submitting my claim, they sent a contractor to my home who determined the unit needed to be replaced as it had a crack on the bottom, which could not be fixed. He wrote down the model and serial numbers and submitted the diagnostic to HSC.

A week passed and an HSC rep contacted me to offer two replacement options for my dishwasher that they found in Lowes.com. To my surprise, both of the units were the most basic model and nothing similar to what we have at home. While not a top of the line unit, our dishwasher has a dispenser for detergent aid and a few features that none of the proposed units had (their cost was $329 and $359 each). We looked at equivalent options in Lowes.com, and their cost ranged from $449 to $599. Once HSC looked at both options they called me back and said they were ok with purchasing either one of them but that they would only going to cover up to $238 and that we needed to pay the remainder balance (over $200 plus $139 for installation). This is despite my contract stating that they would cover up to $600 for diagnosis, repair or replacement of a dishwasher unit in a 12 month period.

At this point my frustration reached its limit as not only we had been waiting for almost a month to get this resolved, but also would have to come up with more than half of the new dishwasher’s cost out of our own pocket! At this point I asked to talk with a Supervisor and I received a call a day later, from a person that despite my explanation and obvious frustration, pointed me to a specific clause in the contract that states that HSC would only pay for "the industry standard for the required repairs or the replacement value of the unit's current worth as though it were in operating condition".

However, the same clause starts by saying that this situation only applies in cases where the system replacement is needed due to missing or illegible model and/or serial number. In other words, this means that if they can't fix it because they can't identify the model and serial number of my unit, which is not the case. Both of these pieces of information are clearly available, were provided to HSC and the reason why a replacement was required is because the contractor determined that the unit cannot be fixed.

As a result of all this, I believe that this company not only is not meeting its obligations and terms of service, but they also are providing false advertising and deceiving potential customers by statements on their website like: "If we can’t repair it, we will replace it. Get the peace of mind that only comes with quality coverage and top-tier professional home repairs for home systems and appliances that break most!" "With an HSC Home Protection Plan you no longer have to worry when something goes wrong. We will help you get it repaired by a qualified service contractor or simply get it replaced. Less worry, less hassle, less expenses."

"HSC's home warranty plans provide confidence that if a covered item breaks, you’re protected. You don't pay for appliance and system repairs or replacements nor do you have the stress of finding a qualified service contractor. We take the expense and the stress out of dealing with appliance and system repairs or replacements. With HSC you get the confidence that comes with knowing that you've covered this one in advance." Needless to say, I will never sign a contract with this company again neither would recommend it to anyone, as based on my experience they are very unprofessional and they try to take advantage of people.

When the garbage disposal broke, a horrible technician was sent to my home, said he replaced it but did not. After I complained that it still did not work I was told I would have to pay again to send another tech out. I was not believed when I said that this was the same garbage disposal I had before. Now my dishwasher has been broken for a week, and the leaking has now ruined my floor. Still have no idea when someone will come fix it. After spending 45 minutes on the phone today, I still have no idea if HSC has any clue what’s going on with my dishwasher.

I honestly would’ve been better off with no Home Service Club warranty. And fixing everything out of pocket. I always get the runaround with a different customer service rep. And when I ask to speak with the senior rep, Stacy **, they say that she is not available or that they cannot transfer me. I would love to get a refund for every month that I paid this company, every time I think about using them I cringe, but what else can I do?

Original Review: Jan. 23, 2018

I have paid monthly premiums for about 10 months with no claims. My hot water heater went out. They assigned a repair person who really had no experience dealing with insurance, didn't know how it worked and had no intention of putting out any of his own money to get a repair or replacement started. I called five times, hours of my time. He never even came to my house. I begged for a different repair person every call. They refused and just kept contacting this same idiot. He even told them he had been to my house when he hadn't. I finally got fed up, told them I wanted to quit and get a refund on my payments. So far nothing has been done. Even the customer service person I talked to can't reach the cancelation department. I don't care what other reviews are here, this is a terrible company.

Original Review: Dec. 29, 2017

I called over three weeks ago about a stopped sink. They sent over a plumber who cleared the sink but unbeknownst to me stopped my dishwasher. The dirty water went into my dishwasher. When I went to load the dishwasher it was full of water and wouldn't drain. I ran the cycle but the water wouldn't come out. So called Home Service Club. They said they would get back to me. They did not. So I called again. I was told that they were going to replace the dishwasher. I was surprised but pleased. They said they were sending me an email so I could choose the new model. The email never came so I called back several times. Left on hold too long and had to hang up but eventually got through.

After being assured by two reps that the email was on the way I got a call from a man stating he was taking over my case. He then said he was going to get this straight and call me back shortly. Well no call so this morning I call and had trouble getting through again. Finally spoke with a rep who told they were sending out a tech to look at my dishwasher. I said they told me they were replacing it. Well they changed their minds. They cannot tell me when someone is coming. It is not assigned yet. They are unprofessional and are in no rush to help. Meanwhile I have a dishwasher with backed up water sitting in it. No one seems to care.

Original Review: Dec. 14, 2017

We had a plumbing repair done several months ago. The plumber demanded immediate payment. We approached HSC for reimbursement (they sent the plumber). Still waiting for reimbursement. Have now been waiting 3 days for a call regarding our clothes washer. Called this morning to speak to a supervisor. Need a call ticket for that! HSC is a scam!

Thanks Stacy.

Original Review: Dec. 13, 2017

When I purchased my 10 year-old home in Charlotte in 2015, my realtor gifted me a 1-year service contract with the Home Service Club, which I have renewed each year. After 2 1/2 years of paying HSC for coverage, my upstairs A/C unit began to freeze up. After dispatching a local service provider to evaluate the issue, I was given the run-around for 5 weeks by HSC, who refused to approve the service because they said it was not covered. Finally out of desperation, my wife simply called another A/C service company to come out and service the unit, replacing a capacitor and a couple pounds of refrigerant, at a cost of $750.

Several months later, the door seal on my GE front-load washing machine began to leak, first lightly, then profusely. Again, I called HSC and had a service technician sent to look at the problem, only to be told that because this was not specifically an electrical or mechanical failure, it was not covered. However, when I pointed out in their contract's specifically defined list of things covered and not covered, the door seal was not excluded. Round and round we go until they offer $100, then later to split the cost of the repair 50/50 ($206.03) as a "goodwill" settlement. Not surprisingly, $206 is only slightly less than what another appliance service company has quoted me for the repair in total, not $412.06. Needless to say, as of the end of the current billing cycle, they are no longer my home service warranty provider. My friends at American Home Shield have always been more fair and responsive, so I will be calling them this evening.

Original Review: Oct. 5, 2017

I filed a claim for my oven and was told that I had to pay $198 dollars after I already paid my $125 deductible in order for them to be able to order it from Lowe's for $350. How does that makes sense in anybody's world?

We all know that mechanical problems are all "building-up" process. So does that mean, at least to this company, that they are all "pre-existing" and will not be covered??? When I asked "How many years”, I was told "No one on the planet knows that!" AT the end of the conversation, I was told the company has the right to make their final decision! That's the time when I realized that any more words with them is wasting my time. I've been with several different home warranty companies and HSC is obviously the WORST.

I did not take her seriously when she mentioned FRAUD department but to my surprise. Today 9/6/17, I received an email stating that my "Closed Account" is now under review for WARRANTY FRAUD. This is now more than a joke. Beware of this company. I will keep updating as I learn more about this company's investigation. Please note that, no technician came, no money paid by them or by me other than $50 first month fee and they actually still owe me about $5 even with the $45 cancellation fee, and they opened a WARRANTY FRAUD investigation on me. Let's see how this develops.

I signed up for this one before I knew which ones I liked dealing with and because I could pay it monthly. I should have canceled a long time ago and gone with the ones I trust now. Getting anyone on the phone is difficult, and you will be on hold for a long time anytime you try. I got them to send someone out and diagnose the issue and they said the unit needed to be replaced. Now we had to wait on the warranty company. After a few weeks of being out of AC, they finally came back to me and said that they would cover up to $2,500 of replacement. While the other companies I deal with do a full replacement, I wasn't going to argue this. That is just policy and I understand. But here's where it gets frustrating.

They quote me over $4,200, and tell me they supply only one brand of HVAC. As a Realtor and someone who flips houses for a living one thing I watch out for is this brand's units. They are made with cheap parts and completely unreliable. I will normally warn my clients when they look at a house with one installed. HSC tells me they will only use that brand, and that I need to pay the almost $1,800 difference out of pocket to have it installed. The big issue I have is the HVAC company they sent out had already quoted me a full replacement at $3,600 using a top of the line brand. When they found out about it they called the HVAC company and chewed them out for giving me pricing directly. So now I'm starting to understand what they are doing.

They have a contract with cheap HVAC manufacturer so they can get them at a discount. They buy and ship the HVAC system to the installer, and then quote an even higher repair cost amount than it would actually cost had I just not used the home warranty at all. So they mark up the bill for profit, and buy a cheaper unit at cost. I have a huge problem with the ethics of the whole thing. I asked to be patched directly to a manager as I know home warranty companies can pay out directly for services rendered and do so all the time. This seems like a reasonable request.

I was told a manager would call me back within 24-48 hours. It took a week and a half to finally talk to someone. Her name was Denise. She claimed to be a supervisor, but I don't know if it was true. She denies they will pay out claims even though the HVAC tech has confirmed they will. She also said they never called him about giving pricing to me, but I know that was a lie as I talked to him right after they did a few weeks ago. She said they wouldn't pay out their $2,500 portion of the $3,600 quoted for a better unit, and that I would need to pay the higher rate for the worse unit or choose not to use their service. Now I am left waiting again because they said all they will do is see about crediting $900 to go towards a unit if I don't pay their markup, but since that feature is for non covered items then it may not apply.

I'm not trying to be difficult. I'm not asking for more than the contract says they will cover. All I'm asking is that they do what they legally say they will and pay out the $2,500 directly to their HVAC technician so I can have the unit replaced properly. I will pay the $1,100 difference. What I won't do is be overcharged $1,800 so they can buy a cheaper unit that will just end up breaking again and sucker me out of more money. If you are thinking about purchasing a home warranty from someone, run away from these guys as fast as you can.

As someone who deals with warranty companies for a living, I have never been treated so poorly or had to fight so hard to get minimal coverage. Had I just chose one of the other guys I would have a new unit, a nice unit, and it wouldn't have cost me anything other than the $100 deductible. Here I am arguing for them to take the difference, but just to replace it the way it should be, and they are saying no. Don't waste your money like I did.

The last representative I spoke with finally said they were not going to cover the claim and gave some very shady reasoning; however, even at my request the company will not officially deny the claim. It is my belief the company does not cover claims and they try to wait families out because it is in the contract that if we have the work done ourselves it automatically releases them from covering the claim.

Original Review: July 25, 2017

June 5, 2017 - After waiting on hold for half an hour, I finally got through and submitted a claim as my AC unit stopped working. A week goes by and I did not receive a call from a subcontractor so I decided to call HSC for further details on my claim. They gave me the number of the subcontractor whom I contacted directly to set up an appointment time. The subcontractor told me he will contact me within 24 hours, as he needs to check his availability. Another day goes by without a response. I call HSC, wait on hold for another half hour, to be told the technician will come to my house the next day at 8.30 AM.

June 14, 2017 – Subcontractor arrives late at 10AM for a diagnosis, tells me I may need new coils, leaves at 10.30AM to get coils and returns at 12.30PM without coils. Since my house was a sauna at this point (90 degrees), he sits in his air conditioned car until 1:00PM (apparently on the phone with HSC awaiting to get through for an authorization). Disturbed that he wasted half of my day and the work hasn’t even started, I get on the phone with HSC, to be told that my unit needed 2 lbs of refrigerant. I confront the technician who nonchalantly tells me I had a refrigerant leak that’s been fixed by tightening some knobs. What happened to my needing new coils and leaving for 3 hours to get the coils?

Even though I’m convinced no work has been done because I watched the technician sit in his car the entire time, I don’t want to argue so I hand him a check for $125 and thank him for his time. In return, I get an inappropriate dinner invitation. I decline and I’m utterly disgusted by the level of incompetence and lack of professionalism.

I did not receive a work order from him, he did not mention adding any refrigerant, there was no cold air blowing through the vents, so he obviously lied to HSC about the 2 lbs of refrigerant that I paid $125 for. Five minutes after the technician leaves, I get a partial power outage so my thermostat along with half the lights in my house stopped working. The issue was fixed within two hours by the city’s utility crew and luckily I did not have to submit another claim for an electrician, as I initially thought.

June 15, 2017 – I call HSC back because my thermostat is only down a few degrees after running all night. Even a blonde female like me could put two & two together and figure out something is wrong. They tell me the same technician will return for a diagnosis (another “diagnosis” that should have been done the first time around). June 26, 2017 - Almost two weeks go by and no one contacted me. I call HSC and after being on hold for another half hour, I’m being told that technician will be at my house the next day between 12-3PM.

June 27, 2017 – Technician arrives at 2:49PM without any tools, looks at my AC unit and tells me I need to cover the cold air return vent. I asked if he could do it for me as I didn’t have duct tape (and frankly, I wanted to see him do something for the money I paid him). He said he doesn’t have any tape either, and I should go buy some and cover the vent with some cardboard. The sad thing is that the return vent was uncovered on purpose by a technician sent by HSC the prior year, when I had the same issue with my AC. So basically, I paid someone to tell me to reverse a job that I paid to have fixed the prior year. I asked the technician if he could do a thorough tune-up and enumerated several possible issues I researched on “Google” to prove to him that I’m not just a dumb, blonde female (as I was perceived).

I offered to pay extra money for any maintenance issue that is not covered by HSC. He said he can’t think of any issues and guaranteed my AC will run properly once I cover the return vent. He saw that I was getting extremely annoyed and to calm me down, he condescendingly offered to give me a hug, which again, I found extremely uncomfortable and off-putting. He left again without lifting one finger and his departure greeting was “bye babe.”

June 27, 2017 – Talked to an operator at HSC and requested to speak with a manager but I have been told someone will contact me within 48 hours, as she cannot directly transfer me to management. June 28, 2017 – Talked to another operator at HSC and requested to speak with a manager yet again. I have been told someone would contact me right away. June 30, 2017 – Received a phone call from a supervisor named N. ** (email: **; phone: **) and requested a refund as well as a cancellation of my policy. July 25, 2017 – I have not heard back from anyone. I will definitely file a claim with BBB and write my experience on their Facebook page. This company is a scam and I strongly discourage anyone from purchasing their policy!!!

By this point, it has been weeks since my initial request and I still don't have AC. The second contractor comes out "fixes" the problem and I pay $500. Two days later my AC stops working again. I call HSC and the service contractor back for another visit. The contractor comes back and says further repair is needed but HSC needs to approve before he does any work. HSC takes another week to approve the service. Then they tell me I have to pay for another service visit. HSC has terrible customer service, uses questionable contractors and has overall bad service.

Original Review: June 27, 2017

My girlfriend and I recently moved into a home in late April of 2017 and got a warranty from these people. The home inspection didn't turn up anything alarming. On 6/7/17 we filed a claim for our HVAC unit since it was not giving off cold air anymore. The Home Service Club picked inspector came out and checked out the system on 6/12/17. Turns out there was a leak. Now on 6/27/17, 20 days later, we get told they won't cover it. After reading reviews on this site I am absolutely not surprised. These guys are con artists and I am going to try my best to get my money back since judging from reviews across the internet, these guys are amazing thieves. Stay away at all costs unless you don't mind tossing money away.

I explained that we're in Florida and it's over 90 degrees and we have pets and a child in the house, and she said she understands and someone should call me, but she doesn't know who or when, that our claim is under "review". This is not helpful, and it's not what I was told by the sales rep who sold us this home warranty. He actually said specifically as an example that if it's an emergency such as broken AC in summer in Florida, they'll have it fixed immediately. This company certainly seems misleading and dishonest, and customer support is terrible, as they don't answer the phone for 45 minutes when you call. We'd like to cancel them but we've already wasted the first month's fee, so we're hoping they will follow up with this claim so we can get it the AC fixed ASAP and they won't lose our business.

The AC contractor had to come back to finish up and gave me $20 back. Not $25. I wasn't going to sweat it, but just speaks to the lack of attention to detail on both the contractor's and HSC's part. A couple days later, I file a claim for 3 drains that I cannot unclog. They schedule the plumber for the following day. When he shows up, he checks out the drains and said he needs to call HSC for approval. I asked why they would even dispatch him without approval, but he said they have experience with not getting paid by the company if they don't confirm again. He waits in his car for nearly 1 hour after leaving a message with HSC to receive approval and never hears back - he has to leave.

I call HSC and they say they will figure it out and call me back. I told them I don't want to wait "several hours" to hear back and find out what's going on, and they assured me that wouldn't be the case. After 24 hours, I still had not heard back. I did, however, hear from the AC guys saying my service wasn't covered and I owed them $135. I had enough and called HSC to cancel my service. I waited 15 minutes before someone answered, by the way. I asked why some contractors called when on-site to get approval and some did not - that led to the situation I had where one didn't call HSC even after being dispatched and now I was liable for the bill, and the other did, and could not get a response for more than one full business day.

I received no answer, only that I would have to pay the AC people. I said I want my contract canceled and the woman told me I would have to pay for any amounts they have paid out. I just laughed - she had my account on her screen and couldn't see that THEY HADN'T PAID ANYTHING OUT. I paid a trade service fee (more than I should have) and they refused to pay the balance. Again, it just shows the level of apathy and incompetence at this company. If you're wondering, I still haven't heard back from them - they said they needed until Friday (we spoke Wednesday) to figure out how to cancel my policy and give me a refund. There is no chance they call me back - I know I'm going to have to chase them down to get anything done.

Original Review: May 4, 2017

Purchased a policy about 3 months ago to cover possible repairs to older home. They had good reviews, but since purchase I noticed reviews have greatly declined. Submitted an online service request for AC unit that is not blowing cold air 4/27/2017. They called next day to say company has been notified; no word. Then got call 5/1 says another company notified. When I called them they said do not accept HSC or any warranty company and HSC does not verify this just emails them work order. 5/2 I called to check status. They said call me back that day. No call. 5/3 call then and they still cannot find someone to come out; rep says, "I will call you back." Again no call. No AC either. I will call again tomorrow but not hopeful.

They were great during the sales process and sold me their top of the line plan that covers basically everything as the sales person described verbatim, "With this plan you know ALL you're ever gonna be out of pocket no matter what appliance/system goes out in your home is the small $125 service fee. We'll either repair or replace it." Well after signing up and paying my premiums via auto draft every month like clockwork the dreadful day came when my air stopped working but I remember thinking no worries I was covered. This is why I pay those $55 premiums every month.

So I call Home Service Club to make a claim. I was disappointed and shocked that it took nearly 25 minutes to get someone on the phone to help especially when they answer in less than a minute if you select "Sign up for a new warranty" but anyway they finally picked up and I filed my claim and the lady told me a contractor would be in touch with me. After a week with no air conditioning or even a call back from a tech or the warranty company I called back and waited 20 minutes this time and asked for a supervisor which wasn't even available. All they could do is tell me claim was being processed and a supervisor would call me back within 72 hours.

2 days went by and I finally got that call and I expressed my disgust with how long it was taking and let her know my family and I were living in extremely uncomfortable conditions with no AC while we waited on them to get a repair tech to my house. She said they didn't have any techs in my area and would see what she could do to get somebody out here.

Finally 2 WEEKS after the claim was made a service guy showed up and diagnosed my problem as the fan motor and when he called HOME SERVICE CLUB to get permission to make repair they put him on hold and called me to say my repair wouldn't be fully covered so on top of my $125 service fee I would need to pay an additional $128.76 to cover a fan blade and shipping charges.

As mad as I was to hear this after being sold their top tier COVERS IT ALL plan by the slime ball salesman I just paid it because at this point we've been without air for 2 weeks and I just wanted the nightmare to be over. Well guess what??? The parts needed are now gonna take 5 business days to come in before they can repair it. 7 days later the guy shows back up and installs the fan motor and yep you guessed it that didn't fix it. He then does some test and deems it to be a bad coil and when he called Home Service Club back they said they would need a few business days for their claims dept to review his findings.

So now we're on week 4 with NO AIR CONDITIONER and the tech finally calls me back to inform me they denied the claim so after all that I've got to just pay to fix it myself. I will make it my life's work to tell EVERYBODY I can of their shady business practices in hopes of saving other home owners from going through what I did with these people. They are crooks!!! Buyers beware!!!

My policy states up to $2500 in repair on air. Well after the tech was finally contacted that it was approved, he replaced the part. But my air was still not cooling. My Freon needed to be charged. But it's at night so of course the department was closed. So, I called on Tuesday and they informed me that Freon is pre existing and they will not cover it. Basically if you don't have brand new everything when you buy this warranty everything could fall under pre existing. Don't waste your time with this company. I will never recommend them to any of my clients.

Today, I finally got a hold of someone after being on hold for 20 minutes and when I asked to speak to a supervisor they said I would have to submit a request to speak to them that could take up to 72 hours. Just to speak with a supervisor! So now I've been without hot water for 3 days and still have no clue what's going on with my claim. THIS COMPANY IS A NIGHTMARE!!!

Original Review: March 30, 2017

I left FAHW and joined HSC based on positive review but my experience has been anything but negative. I place 2 service requests and it took three weeks before the repairman showed up because HSC messed up the service requests. I had to call multiple times to get this straightened out. When the repairman showed up, they did zero repairs and said they would need to replace everything (including simple leaky faucets) which they would report to HSC.

Six weeks later after multiple calls asking on the status of the repair/replace and requests for callbacks which they wouldn't do, I finally call from their customer service saying that my "contract" was not correct and they wanted more money from me in order to process the claim. When I signed up, I got the platinum coverage, so their extortion for more money was very unprofessional. I cancelled at that point and plan to resign with FAHW. They had issues but were a lot more professional and responsive than Home Service Club. Stay away from these guys as they are bad news.

I had another tech (not associated with HSC) come out, and he said that it looked normal - just old. Of course, that's why I got a warranty in the first place - I had purchased the house just six months earlier and I wanted peace of mind. When I complained, HSC sent me a copy of the fine print hidden deep within the contract saying that rust voids the warranty. The rep also said they'd be happy to find me discounted replacement units, but they never did. Home Service Club is an utterly despicable company with absolutely no integrity. STAY AWAY!!

Original Review: Feb. 3, 2017

I'm very disappointed by customer service. My water heater broke down on Jan. 31st morning and I had no hot water, also water was leaking from the water heater. Luckily the leak was not major but I have been without hot water for the last 3 days. I have been told that someone would come out within 24-48 hours, however I have not heard back from anyone. I called again yesterday and today to talk to a supervisor and they claim they cannot contact a supervisor and only put in a request. No call back from the supervisor as yet as well. As far as my service request stands, the customer service rep indicated that it's with the Claims Department and they will take another 24-72 hours to review. I haven't been able to get anywhere with them and I am considering if it's worth my time haggling with the company who doesn't stand behind their motto.

Original Review: Jan. 26, 2017

I contacted The Home Service Club about a possible roof leak as I have roofing coverage. They sent a contractor out on 1/18, and the contractor confirmed there was a leak. He said they would get back with me soon. Eight days later no one has come back to fix the problem. I called 5 different times and was told The Home Service Club was waiting on a "diagnostic" from the contractor. Needless to say, I'm very disappointed and am seriously considering cancelling my membership with them.

Original Review: Jan. 23, 2017

I recently switched to Home Service Club after using Home Warranty Services for the prior year. On the morning of January 13th we noticed that our gas furnace system was only pushing cold air into our home and was running constantly. We contacted Home Service Club and filed a claim, they responded that they would notify a local HVAC company to schedule a service call ASAP. We received a voicemail on 1/15 that they had assigned the service call and we would be contacted shortly. As of the morning of January 17th we had not heard from anyone and contacted HSC, who informed us they had assigned the call to Honest Abe Heating but were unable to get a hold of them.

I then contacted the HVAC company directly and was informed that they had requested additional information from HSC but had never received it. After calling HSC again on the 17th they supplied the necessary information to the local HVAC company who were then able to schedule a service call for January 18th. The HVAC technician said he was unable to repair it on the initial site visit as he would need additional parts but had to request approval from HSC before proceeding. I have called HSC every day since January 19th to ask for a status update but have received no information or updates at all. Today, January 23rd, I called to ask again and they put me on hold for five minutes before disconnecting the line on me. Very disappointing to deal with a company like this that will not answer their customers.

Finally I "convinced" him to come that day and when he did he came and looked at our furnace. He did no real tests and came to the conclusion that it was my heat exchanger "which it turned out to be" and said he would submit the report to the warranty company. The warranty company called me an hour or two after he left and told me my claim was denied due to the damages being preexisting. When I asked how they could deem it preexisting without being at my house she said that is what her team decided and it was solely based on when I purchased the home warranty. Meaning that if something happens right after you get the warranty they will deny it. Great company theme!!!!

Now here is where the story gets good... once I called someone else to come look at my furnace, they confirmed it was the heat exchanger but told me that not only was the part under warranty but so was the labor. So this team didn't even know that from the home service club and denied a claim that they wouldn't have even paid and should investigate the companies they work with a little more. Needless to say, I am canceling my membership with this warranty company as if I left it to them my family and I would be still sitting in a freezing cold house in Chicago. My family works with a major real estate company and we will make sure that none of our customers use The Home Service Club.

Updated on 02/02/2017: This is an update to my still current review: It has been a month now, the furnace actually needed to be completely replaced. The cost was $3800, plus over a hundred dollars that I had to pay the hvac company that the Home Service Club (hsc) sent out, so almost $4000 total. In my contract with HSC, they claim they will pay 2500 towards replacement. They paid nothing. After they saw that I posted this negative review, they contacted me and offered me a "good will" offering of $600. The catch was, that before they would pay me the chump change $600, I had to remove the bad review, and promise to never say anything negative about them again, and never seek the assistance of a lawyer, and never file suit. I have respectfully declined this insult of an offer, as I did not want to give up my rights. Stay tuned...

Original Review: Dec. 10, 2016

I reported problem with my washing machine on 12/4/16. I called on 12/5/16 to find out status of call. Said they were looking into it. Finally received call on 12/6/16 with name of a contractor and phone number. Contractor did not call. I called them and set up appointment for 12/7/16. Contractor determined appliance needed extensive work and called HSC for direction. Contractor told me that HSC agreed that it was too expensive to repair and that I would be receiving a call with a determination of amount for replacement.

Called on 12/8 and they said they would get back to me by the end of the day with the amount. No call. Called on 12/9 and was told the same thing. I asked to speak with the claims dept and was told that was not possible that she was assured I would get call by end of the day. Still no call. It is now almost one week since I reported the problem. How many more times am I going to be told that someone from the authorization dept would be calling me by the end of the day? What's the sense of paying for this insurance each month when you cannot receive timely resolution?

I then called HSC to tell them about the refusal and with no apology they scheduled another serviceman for the next day. The repairman showed up did an inspection of the appliance and said that there was a leak in the freon and they could not fix it because they are not licensed to do freon replacement. I then called HSC to get me someone who do this required service and was told that they would not be able to assist as this was a "pre-existing condition" as was thus exempt from coverage. What an absolute crock. They then told me that they had made an appointment with Sears the original manufacturer of my refrigerator as a solution. I had already done the same and told them that their solution/service was dreadful.

I couldn't be more dissatisfied with their apathetic customer service representatives to their specious claim of a pre-existing condition exemption. When the Sears repairman showed up (a true professional) he told us that the compressor had failed and that there was nothing wrong with the freon. We were so disgusted with their disingenuous coverage and incompetence that we immediately cancelled our policy. This is our second bad experience with a home warranty company and we would never use one of them again.

Called the HSC and got a contractor to come home and inspect the issue. He mentioned that there is no charge and since it is an old unit. It is best to replace the system as there is a leak somewhere which is not worth finding in such an old unit. House was built in 2002 so I think the unit is ~14 years old. I had annual service done on the HVAC and no issues were highlighted during my last service. The contractor who came out also said there is nothing I could have done to cause this damage. This is due to regular wear and tear.

Well he called HSC and came back to me saying that HSC will review the information with their HVAC dept. and get back to me. I got a call in couple of days saying that HSC won't cover the damage as it is outside the policy. They claim it as a preexisting condition. I don't understand how is it a pre-existing condition if everything was fine through out the summer. In a 14-year-old house every damage can be deemed as pre-existing condition as there is always some wear and tear. Didn't people buy these warranties to cover the sudden damage coming from these regular wear and tear. Please stay away from these home warranty scams. Save the monthly premium and pay for the damage as needed as these companies won't cover most of the large damages.

A couple of days ago our 2nd floor A/C unit stopped cooling so I gave them a call yesterday and they promised to send someone to look at the issue and fix it. The technician came today and said the unit is working fine but is low in the refrigerant (Freon) but there might be a leak somewhere. So he called them back and I overheard him discussing replacement costs with them. I then received a call from HSC and they told me since my contract with them is rather new they think this problem is pre-existing and they will not cover it but they can have the technician refill the refrigerant and they will pay part of the cost. Not only that but they said for coverage to continue I will need to replace the unit with a new one and they started the sales pitch. At this point I stopped her and asked to talk to a supervisor who called me a couple of hours later and more or less repeated the same thing.

I paid the technician his service fee basically for doing nothing to fix the issue. At this point I realized I am not getting the service I expect and deserve from them so I asked for my contract with them to be cancelled. The supervisor called me later and said she will gladly do so and will refund my $45 cancellation fee and even pay me back some of the fees I paid and not used. She sent me a cancellation contract confirming these refunds but wanted me to promise not to write any negative reviews about their service and not to sue them for failing to provide the service they were obligated to provide. No wonder most of the ratings are positive if the company has a policy of buying consumers silence this way. But of course I refused to sign that contract and I am willing to eat up that cost if it will help someone else not to fall in their deceptive practice.

Original Review: Sept. 14, 2016

Our AC stopped cooling and we made a call to HSC on a Monday. Called the contractor assigned myself and he came out on Wednesday. After a quick look and 45 min on the phone with HSC he left, saying he can't do anything until approved. Told us we had a bad A coil and a Freon leak. Apparently told HSC we need an entire new unit (to include a 3 year old furnace that is fine). It's now Wednesday of the FOLLOWING week, HSC is still in the "approval process" because it's such a big job. Every time I call to find out what is going on I get disconnected and have to call back. It was 92 degrees in our house, we have small children and a dog, so I called a different company despite HSC and got the leak patched and Freon recharged so we could at least survive the rest of the season (something the HSC contractor didn't even offer to do for the time being). Not looking good as of now, I'll update if they actually decide to cover anything.

Based on other reviews I'm reading, they will likely not cover much if anything. All the HVAC companies I spoke to said to "Save your money - don't pay any of these companies monthly!" All of them said they don't like to work with home warranty companies because they don't pay and they take a frustrating amount of time to do anything even when they say it's a "priority" and it's been "expedited". Cancelling service as soon as they tell me what they will and won't do for my current claim.

Original Review: Sept. 7, 2016

Today marks 5 weeks since our AC stopped cooling in this scorching heat of South Texas. I submitted a request with The Home Service Club and after multiple followups the technician finally stopped by after 2 weeks. With one casual inspection (about 5-7 minutes) he said he will send a report to the company and the company will get back to us. After 3 weeks and at least 12 calls, here we are waiting for The Home Service Club to get back to us. Every time we call them, it's the same response, "it is being evaluated and we will get back to you." I always thought getting a Top-Secret Security clearance had the longest wait time. I guess I was wrong... I am tired of explaining to my 2 kids why fixing AC is taking so long and why they have to spend their life in this 86F chamber everyday. Disappointed with the pace with which my request is moving....

After several days I called HSC and they said that company was no longer an option either and referred us to a 3rd contractor. They came out 7/8 (14 days) after first call... Today 7/13 (5 days) later my claim was denied stating that my coil was old and corroded leading to the failure which is not covered. Worst experience I have ever had - 19 days to tell me they're not paying anything and then referred me to GOODWILL! I guess they might fix your AC if it's new with no corrosion but new Ac unit have a 10 year manufacture warranty so why bother?

I canceled my contract immediately and called an authorized Carrier (brand of my HVAC) contractor. Wouldn't you know that after he informs me that my system had been drained, recharges my system and completes his diagnostics - that there was NO LEAK!!! He walked me through what the issue was and my system is running better than it has the last 4 years. I have decided to report the company to the BBB and every other review outlet I can for their scheisty practices. But for HSC to boast of utilizing the BEST contractors as the justification for charging you $64.95 a month and a $95 service charge is a bogus lie.

I think what saddened me most was that they were not even willing to send out another contractor for a 2nd opinion if they felt that estimate was too high; they just chose to assume it was the customer trying to get over. Needless to say I ended up paying out of pocket less than half of what THEIR Contractor was trying to charge and walked away satisfied. Do yourself a favor, keep your money in your pocket or find you an established reputable Home Warranty Company that is WILLING and ABLE to provide you with the service your money pays for!!!

Original Review: July 5, 2016

This company does not communicate clearly or treat its contractors or customers well. (If you're shopping around and doing your research, ask to talk to the contractors too to see if they're happy!) I paid for the same, recurring problem with my oven four different times. Every time, the service contractors who came out did not know that they were fulfilling a service via paid insurance. It was confusing everytime and I didn't know I'd have to pay the contractor for the additional costs (as there were always certain parts of the oven door that were not covered, which I learned after the fact). So that's about $400 for each call out including deductible of $125.

To replace the oven (double wall ovens are around $1500), I'd not only have to pay for the oven myself and get a refund from HSC, but they will only cover $750 cash value -- not even half of market value! I wish I'd never paid $40 a month for nearly two years. I could have bought the damn oven myself with less aggravation already. Oh, and if they come to fix your air conditioning, be prepared to cover a few hundred bucks for Freon, also not covered. What a complete waste of money!

Original Review: June 26, 2016

Our swimming pool control board broke down, so I started a warranty case. They called me the next day referring me to a contractor. Not having heard from that contractor in a couple more days, I called them, and turns out that contractor has nothing to do with Home Service Club, and flat out refused to do a warranty service. It took several more phone calls to get Home Service Club to start looking for a different contractor.

Ten days later they call me back and tell me they won't cover the service because the cap on pool repair ($500) has already been reached. Well, OK, that would've been nice to know two weeks earlier instead of being given the runaround and assigned to a wrong contractor. Now my pool is broken AND algae-infested because they couldn't tell me earlier they won't fix it. It will take a lot of time and money to get the water to good condition again, and it's HSC's fault. I cancelled my auto-renewal and will not be getting warranty from them again.

Contractor 1: "I would just spray some EZ seal into the unit, and that should get you through the season." Uh, no guy. Why don't you find out why it's low on refrigerant? IT'S ONLY 6 YEARS OLD. Contractor 2: "Yeah it's low on refrigerant. But I don't have a large enough tank to empty all the 410-A and diagnose where it's leaking from. I'm just going to fill it up with refrigerant." (Tells me after he does it). Don't you think you should find out why the unit is low on refrigerant first, before you just fill it up?? Contractor 3: "What's going on with it?" When I explain what others have done, he refuses the job. "I don't want to work with someone who tells me what I should be doing." Like guy, if you don't want to know. Don't ask!

Contractor 4: "I was just diagnosed with gallstones and can't come over." I sympathize with your medical condition, but why don't you tell the insurance people, instead of calling me the morning you're supposed to show up?? Contractor 5: "You just have a dirty filter. It's up and running. There's nothing wrong with it." Well I would expect that after the previous contractor just filled it up, when it was low on refrigerant. Home Warranty Company: "We're not going to replace any parts on an HVAC unit that is working fine. We just get the AC units up to working condition."

Examples of the stellar five-and-dime techs they have contracts with. Any reasonable HVAC repair company would have diagnosed WHY a 6 year old unit like mine is low on refrigerant. And then repaired or replaced the parts which are causing the problem. But that's not what The Home Service Club is interested in doing. They want to pour oil into a leaky engine of a car and then tell you it's fixed. Is that the warranty you want for your house?

Original Review: May 31, 2016

On May 28 I had put a request to fix my air conditioning unit. I was expecting a call from contractor but that did not happen. I had to call him on 5/31/2016 and He then came to the property and diagnosed that there is a leak in the coolant and proceeded to put in the coolant. I was not provided with the estimate for how much extra it would cost me. Nobody asked for my approval for the extra cost (Neither the company nor the contractor). I later got a call saying that since contractor had put more coolant (a lot more) than what was covered I had to pay extra for the service. Also the coolant leak was not fixed.

Original Review: May 12, 2016

Been paying their service for a few months now. Tenant had an issue with a bad water heater, and they sent a technician. He comes over, check it, and says it needs to be replaced. (Great news, NOT!) Now all of a sudden there are "caps" on how much they cover and they are telling me I have to pay $666 "deductible". The water heater cost $435. If my deductible is $666 what exactly are they paying for?!?! Been trying to get a supervisor on the line, good luck with that... Should have gone with AHS - they cover the ENTIRE THING, you only pay the trade call.

Original Review: Feb. 5, 2016

Late December I called The Home Service Club (HSC) and spoke with sales representative Mr. Ronnie **. Mr. ** informed me that HSC was a five star company that prided themselves on customer service. After hearing Mr. ** information on the warranty and stellar HSC customer service, I purchased a home warranty contract. Mr. ** told me if I had any problems in the future to contact him directly. I called him to inform him about my current situation with HSC and he said there was nothing he could do. He forwarded my call to customer service. On Jan. 25, 2016 I notified HSC that my dishwasher was not working and my garbage disposal was leaking water onto the cabinet beneath. I was informed by HSC that there would be two separate contractors dispatched to make the repairs.

On Jan. 26, 2016 a local contractor called me and set an appointment for the dishwasher repair. The local contractor diagnosed my dishwasher and informed me that the wiring harness needed to be replaced. On Jan. 27, 2016, I contacted HSC and notified the customer service rep that I did not receive a call from a contractor for the garbage disposal. I was assured by HSC customer service that they local contractor would call me on Jan. 27, 2016. No call. On Feb. 2, 2016, I contacted HSC customer service again and informed them that a local contractor had not contacted me. I was told on Feb. 2, 2016 that they would call me and that I still would be responsible for the trade service call fee. I requested to speak to a supervisor in reference to the issue. I was told that a supervisor would call me back.

On Feb. 2, 2016, I received a phone call from Miss Stacy **. She stated that she is a supervisor with HSC Warranty. Stacy ** gave me a list of reasons why it was taking so long. Excuse such as: the contractor was on vacation, they did not have my correct phone number. Stacy ** also stated that after waiting over a week to receive a phone call from a local contractor, that I still would be responsible for the trade service fee. While on the phone Stacy ** stated that my account had locked her out and she could no longer view my account. Stacy ** put me on hold and returned to the call informing me that my account had been flagged.

FLAGGED. Miss Stacy ** informed me that the wiring harness for my dishwasher would not be fixed and that HSC refused the repair stating that the wiring harness was pre-existing. Stacy ** also informed me that The Home Service Club was looking at canceling my contract for making two service claims. Not did Stacy ** inform me that my contract may be cancelled, but I would also be responsible for an early cancellation fee. The tone that I received from HSC was very confrontational and accusatory. Stacy ** repeatedly made a statement that HSC is not a home remodeling company and that's probably what I needed. I informed her that I have no need for a remodeling company, just a home warranty company that covers repairs when needed. Stacy if I wanted to cancel, and they would waive a fee for cancelation and told her no. I just want my warranty coverage and my repairs fixed.

Stacy ** informed me that my account is flagged and that ANY other service a call I made to HSC would be looked at with a magnify glass. Stacy ** informed me that she contacted the garbage disposal contractor and they would call me the same day Feb. 2, 2016. Stacy ** also informed me that I would be responsible for the service call fee of a dishwasher they would not fix and for the garbage disposal. Stacy ** informed me that if I had any other issues to contact her directly at her extension. No call from local contractor. Feb. 3, 2016-NINE days after my initial call to HSC for service, I called the contractor myself and informed them of my HSC warranty and a need for repair. They informed me that HSC contacted them on Feb. 2, 2016 and authorized a garbage disposal replacement. I set an appointment with the local contractor for the following day.

Feb.4, 2016- I meet the local contractors at my house at 9:30AM. The contractor diagnosis my leaking garbage disposal and he informed me that it needs to be replaced. The contractor contacts HSC for approval and then I receive a phone call from HSC. HSC notified me that the company that HSC made contact with was charging too much to replace the garbage disposal. This is a local company that HSC contacted. I was told that HSC would not authorize this company to make the repair and they (HSC) would contact a different local plumber to replace my garbage disposal that I had been waiting 10 days to be repaired. I called Supervisor Stacy ** and left a voicemail on her direct extension asking for her to call me back in reference to the on-going situation. No call back from HSC supervisor Stacy ** (that told me to call her directly). I was told that HSC would notify me later that day of who the new contractor would be.

I received a call from HSC later that afternoon. I answered the phone and no one spoke. Several minutes later, I called HSC back and asked if they tried to call me. I was informed yes we tried, but your voicemail is not set up. Not true. I asked the name of the new local contractor for the garbage disposal repair. I contacted the local contractor directly and made an appointment. The local contractor met me at my home and replaced my leaking garbage disposal TEN DAYS after my initial call to HSC for service. I had to pay $200.00 to the contractor that finally replaced my disposal. A portion I was told by Stacy ** was for the service call fee for the dishwasher that HSC did not authorize for repair. I pay a monthly fee for The Home Service Club Warranty. I notified The Home Service Club Warranty of needed, covered repairs that occurred under the terms of my contract.

The Home Service Club took me on a TEN day nightmare ride of back and forth and denial of service. I have never been treated so disrespectful and rude by a company in my life. To not only deny service to me as an HSC customer, but to then accuse me the client of needing a home remodeling service and not a warranty company by Supervisor Stacy ** is unconscionable. My dishwasher is still not working and HSC still has not returned my messages. In the past I have been a customer of other home warranty companies such as American Home Shield and 2-10 Home Buyers warranty. Neither of which, EVER dragged me along for ten days to then deny service and over-charge, or accused me of needing a home remodeling company like The Home Service Club did. If you are shopping for home warranty service, please learn my mistake. Thank you.

I purchased the fan for $179.14 and sent them the receipt. I emailed the supervisor for installation, left 2 messages but no answer. No one contacted me to install the fan and I continued my struggle to contact the company. Finally, I was able to contact HSC and they told me to contact a tech. After getting in contact with the tech, he said he had a very busy schedule and will try to come after 2 weeks. It would be more than ONE month to get a fan installed and after all the struggles and hassles, I decided to discontinue the service with this awful company. I paid about $360 in total but got no benefit at all. I paid a copay of $65 for the service but the service was never done and the company refused to refund the money. I wasted a total of about $425 and got nothing. I had a terrible experience and would never recommend this company to anyone because I would never want anyone to go through the same thing I did.

Original Review: Oct. 28, 2015

I have now had my second very negative experience with HSC. I literally have only called on them twice since joining, and both times have been not only not helpful, but in fact very negative. This most recent experience is that my Washing Machine broke last week on Monday. I immediately called, and I was told that the copay would be $125. When I was sold the program the sales rep had told me that the copay for appliances was $55. Here we go. Being desperate, I said fine to the more-than-doubled cost. I was told that a technician would call me within 24-48 hours, and it would probably be closer to 24 hours. Well folks, once again, as was my experience the only other time that I have needed them, here we are almost TEN DAYS later, and not only have they not gotten me taken care of, they currently don't even have a technician to come to my house!!

The most recent company apparently called them two days ago to say they would not work with HSC, but did HSC bother to call me and tell me? Of course not! I left work early today to meet the technician, but that tech was never going to come to my house anyway. Got to wonder why a service that scheduled with me (as of Monday - a WEEK after I called HSC for service) would not want to work with HSC. Bottom line - terrible customer service, terrible manners on the phone, and 9 days later, I STILL HAVE NO WORKING WASHER AND NO ONE SCHEDULED TO COME AND FIX IT. Please I hope this doesn't take the SEVERAL MONTHS to resolve like the first issue did, and hopefully it won't all come out of my pocket, like the first issue did. I truly have never worked with another company with worse customer service. Very dissatisfied.

I inform the representative to hold off on coming out as I am paying for a home warranty contract that should cover this. The representative was very rude. I call back HSC and just get a bunch of lip service. I contacted the contract company and they came out only to end up having to pay the full amount of the repairs which was manuf defect on a seal which you can't even get to, for anyone to have abused them. Almost $300. HSC is useless. $50 per month for 2.5 years and nothing to show for it.

The gentleman came to inspect our unit and told us it needed to be replaced and proceeded to tell us a number of things that was wrong with our unit. He did not collect the $125 when he left, and told us it would be up to HSC to contact us with a decision. The next day we received a call from the claims department stating that our unit was not covered because the problems were considered to be "pre-existing". I told them that we called them to service the unit as we felt what it needed was Freon, not a replacement. HSC refused to service our unit. We called another company we had worked with on a previous occasion. They came on the same day, didn't say there was anything wrong with our unit, other than what we originally thought it needed... maintenance and Freon. I sent HSC an email cancelling our contract with them.

I call back into HSC to complain about the company and that's when this nightmare really begins. I explain what happened, I get told wait 24 - 48 hours for my 'claim' handler to call me. 48 hours later, no call, so, I call back. They tell me that they reached someone and that I should be getting a call within (you guessed it) 24 - 48 hours. 48 hours later, I get a call. I explain what happened. The person puts me on hold for 5 minutes. Gets back online and tells me that they spoke with the local contractor and that they ran diagnostics and have to stick by their contractors. I explained again that the only diagnostic was a 'hand to the vent'. I asked that someone competent be sent out as what can I do with a 'hand to the vent' report? Finally, I was told that they would put me in for a second contractor to come out and that I would receive a call in (yes... 24 - 48 hours).

48 hours later, I get no call, so, I call back in. Was told that my 'handler' would be calling me right away.... they did, 48 hours later. I was then told that they (HSC) denied my request to send someone out as the 'diagnostics' done by the first contractor will stand. Again, I asked for them to PLEASE EXPLAIN in detail the diagnostics this Polar Bear reported and what their interpretation of the problem was. I was told that they reported 'air is blowing out of the vents'. Again, I explained that air out of the vents was not my issue as of course air is blowing as DUST is everywhere. At this point, I tried to explain that I'm sure they have contractors who do not live up the standards of 'decent' and that this particular contractor does not have any history with HSC as a 'decent' contractor, so, why would my first hand account of how horrible their technician was be so discounted?

I also explained that after a 5 minute Google search, the appropriate actions would have been (since no access to the vents) a pressure test to check for breaks in the venting where dust could be sucked in, or a simple air filter check, and lastly, maybe just a good old recommendation to clean the vents (and if not covered by the HSC Warranty, I am fine with that if that is what is needed to address my issue). None of that was done. In vain, I tried to express that that type of diagnostics is what she should be seeing on the report... not just air is blowing and that's it - see ya later. Lastly, I asked if nothing else, what am I supposed to do with the 'hand to the air duct' report? I have now asked to speak with someone who actually cares about customer service. I was told I would receive a call from a Supervisor in (yes...) 24 - 48 hours. 24 hours now... and counting.... no response.

Original Review: Sept. 23, 2015

I switched to this company from having a home warranty from another company. I signed up two of my properties with them. In one of my properties, my AC went out. I called to make a claim and they flagged it because I filed a claim too close to the start of the contract. I went along with it and didn't feel like fighting so I paid for it out of pocket on my own. I went to sign up my recent property I purchased and made sure I asked questions particularly "Is there a delay in when you can file a claim?" The rep told me "No." I've been in my house less than thirty days and my water heater goes out. I call to file a claim 10 days after my policy started and once again, it gets flagged. They tell me that they have to send a technician out to see if it was a pre-existing condition and I need to send a copy of the home inspection. (Why wasn't the home inspection form requested when I first signed up for the insurance???)

After calling them a couple of times to follow up, they send a plumber out, who barely looks at my water heater and says it needs to be replaced. His boss was waiting on the phone with the approval department to get the OK to start the work. They waited for about an hour and did not hear from anyone. I called on my own and the person I spoke with said they were closed. Then why did they place the plumber on hold and waste his time?!!! So I don't get my item replaced or repaired and I am instructed to pay the plumber $125 (deductible). I was told after I paid the $125 I wouldn't have to pay anything else. I was also told on the phone that night that someone would call me first thing in the morning about whether the repair had been approved. The next day, no one called me. I had to call back myself in the afternoon to be told that it was still in the approval process. Why didn't anyone call to follow up with me?!

After I speak with someone they call me back later to tell me that I still have to come out of my pocket $850 to repair the water heater. And the max they pay is 500. I requested a copy of the itemized invoice and they didn't send it to me. This company is HORRIBLE. The salesperson is only focused on making the sale. Please check the BBB prior to purchasing this warranty as I am not the only person this has happened to. Buyer beware. There are other companies that you will only have to pay the deductible for some repairs/replacements. I cancelled my contract and asked for a full refund.

The serviceman quoted $1300, and HSC informed us they would only pay a little over $400 for the replacement and we would be responsible for the other $900. We were shocked and appalled that our warranty would not cover the total replacement of a water heater, which is one of the MAIN THINGS covered in even the most basic plans with a variety of companies. To add insult to injury, HSC called us back about 30 mins later to inform us that they would only cover a little over $200 since our water heater had a previous service request, thereby making us responsible for $1100. After voicing that we were less than pleased at the cost, and didn't understand why more wasn't covered and there was no reason to go through them if they weren't covering the total replacement, HSC advised us that they would reimburse us with the $200 should we choose to go with a different service company to install the water heater.

Well thank goodness we decided to go with a different vendor/service company than the one contracted out to them. Why? Because when going with a more established and reputable service company in the local area, we were quoted $2000 for the water heater replacement that included things that had to do be done in order to bring the water heater up to code (installing a shut-off on the gas line to the water heater, relocating the drip pan...). This also included a 10-year warranty that would include free maintenance, service calls, and replacement for 10 years. The other serviceman contracted through HSC made NO mention of bringing anything up to code and there was no discussion about the water heater itself. As a result of this experience, I will be cancelling my service at my primary residence and a rental proper we also have an HSC warranty for as soon as possible.

Original Review: Aug. 25, 2015

This is probably the worst home warranty I've ever had. Don't be enticed by the low monthly payment and 10-day wait period, it means NOTHING!! Go back to Old Republic! These people SCAM you! They pretty much want you to never use them and when you finally do file a claim, they do their absolute best to not fix it. They will call you and say it was a pre-existing condition and not cover you at all! God forbid something happens in the first month or two of coverage, ZERO chance you will be covered. Even the repairman told me to stay away from this company as in his 2 year experience (AC REPAIR), HSC only covered 1 person for half the amount and that's because she was with them for several years. STAY AWAY!!!

The customer service lady on the phone told me, "It's like a microwave. If it doesn't heat your food, we'll fix it but if the handle breaks, we won't." I replied, "Great. My A/C doesn't cool the house anymore. You'll fix it, right?" "No, yours is old." She also said that they can decide at their discretion what to cover. What boils me is that it says "If we can't repair it, we will replace it" right on their main page, no asterisk, no exceptions, no link to exceptions, no nothing. They gave me the peace of mind, and then they stumped on it when I need it.

Original Review: Aug. 17, 2015

Washer went out. Called HSC and got a service call to tell me that my washer would cost $800 to repair. Three days later I didn't know the status of the claim so I called HSC. They informed me that an offer was made to purchase a new washer. HSC knew this but never informed me. Then proceeded to tell me that they would ONLY pay up to $325, minus the rest of my deductible.

When asked how they came to that figure since my contract states they will pay up to $800 for washers. The reply I got was, "They Googled Kenmore top load washer and that's what they came up with." Problem!! $325, minus taxes, gets you a basic 3.3 cubic foot washer. I have a 4.3 high efficiency washer that GOOGLES for $450. When asked to speak with a supervisor, I was put on a list for call back. I have been on this list for another issues for four days so far. As of two hours after my conversation with HSC, I still do not have a written confirmation to purchase a new washer. Very disappointing.

Finally, after being left in the cold (or heat as it were) for nearly 2 weeks, I received a call this afternoon. The company has concluded that, despite the inspection report I provided indicating otherwise, this was a "preexisting condition" and they won't cover any of it. The A/C system worked to specification for weeks prior to the failure, and I have professional verification that this was a spontaneous event. Despite this... I'm now entirely on my own to replace the unit. Compound this with being strung along in dangerous heat for 12 days, I am flabbergasted by this company's negligence.

Original Review: Aug. 11, 2015

I never thought I would be writing a review here for my very first experience with The Home Service Club. Few months back when I was on this website to pick a home warranty company, I came across The Home Service Club for the very first time. Although there were few negative reviews, I picked them because their sales guy (Ronald, ext. 5110) promised me that I would have an uneventful experience for service calls. It was just matter of time that all that proved wrong.

I am from San Antonio, TX where summers are always over 100s in July-August. In past 4 years, this was the first time my AC stopped working completely. I tried getting in touch with the sales guy who promised me that he was going to be my first point of contact. I emailed him and no response. So I placed a service call through their website and they assigned a service company after 3 days (and 2 follow ups). The service company shows up, spends 3 days (3 sessions) and says that they have finally identified potential issue but need an authorization from The Home Service Club to fix the issue. In the meantime, they collected my $125 deductible. So, here I am with non-functioning AC since past 3 weeks, with a family of 2 kids (7 & 2 years old) suffering from the Texas heat, waiting for the company to authorize the repairs. The Home Service Club, please only make promises that you can keep. Thanks, God bless!

Original Review: July 15, 2015

First, know that calls to HSC typically include a 5-15 minute hold time before someone picks up. Here's my personal experience. I've tried to take emotion out and share just the facts. HSC determined that our HVAC system was not covered due to language in the contract that states, "Determination of the operating condition as of Agreement effective date, and the nature of any failure, will be made by HSC based upon our professional opinion, reflecting but not limited to, diagnosis made by our Authorized Service Contractors or trained direct employees." Their service tech who came to our house noted that he could not, in his professional opinion, determine if the failure may or may not have happened prior to the purchase of our home - which is when our warranty started. Therefore, HSC must be basing this on their own opinion, NOT the opinion of their own tech.

It is unfortunate that they can deny any claim due their sole judgement. To support the fact that the issue wasn't pre-existing, I further provided an inspection report by a HVAC contractor we hired prior to purchasing the home (to pre-empt this exact type of claim denial based upon other reviews I read online). Multiple attempts have been made to resolve this matter and sent a final email putting them on notice of my intent to file a BBB complaint and provide reviews on relevant websites to make other consumers aware of their business practices. A day after I sent that email, I received an email from them titled "Your Home Warranty Cancellation". The email noted that my account had been flagged due to fraud because of "Your continuous attempts at trying to get more than what our service offers, to threaten and blackmail, and refusal to provide the home inspection report."

The inspection was previously provided to them and I have email record of that. Upon calling, the representative told me I was flagged because I've filed multiple claims for the same issue and threatened to file a BBB complaint. She noted that the fraud review takes up to 5 days and during that time no one can work the claim. Meanwhile, it is 103 degrees outside and I have non-functioning AC. I also have a 5 week old baby which adds a sense of urgency. If I have a contractor fix the issue, HSC won't reimburse me. I personally feel that the fraud claim is utterly disrespectful to me as a customer given all the information provided and is being used as a stall tactic to induce me to hire someone to fix the problem outside of our contract. I am still hopeful HSC will come through and make this right. If they do, I will update this review.

3 very hot days after and several calls I finally was approved by HSC. I called to contractor and ask to speed up the process but they says it will be couple more days before they will be able to fix it (they forget to order part). After that I got very upset and tell them I will contact my lawyer and will report to BBB. After that they decide not to finish the job and suggest to find other company. I contact HSC and ask to sent other contractor but HSC decided to cancel policy because I mentioned I will sue them. After all they did cancel my policy and charge me $45 cancellation fee. I think this is just not fair to cancel policy right after claim been approved. I feel tricked. I am very disappointed and will not recommend this company to anybody.

Apparently they 'assign' you to a service repair company and whenever you request a repair that's the company you get. That company they sent into my home was not even licensed to conduct business, (they were so poor I investigated their credentials myself). It takes weeks to get anything repaired. In fact, 2 weeks from the time you make the request they will call you with service company information and the service company usually takes another week to call you so in all, just to schedule an appointment takes 3 weeks. Everything has to be 'reviewed' by some mysterious 'powers that be' in the company.

Generally, I experienced very poor exchanges with their customer service people on the telephone. They are clearly trained to be very nice but do not ever return calls. They frequently told me they are 'checking into it' and would "call me back", but a return call is never received. All in all they were very disappointing. Unfortunately, when you look for home warranty company information on the web, there is a lot of misleading information out there. I have found it difficult to find actual consumer opinions. There seems to be a lot of false propaganda steering you to buy this home warranty plan or that home warranty product. After my most recent experience, I'm wondering if I should even bother buying another.

Original Review: June 8, 2015

I am still waiting to hear back from someone in Home Service Club. I reported the problem online last night - and called back five times today. I kept being told someone would call me back by the end of the day. No one has had the courtesy to call back and check on the status or share the status of my service request to fix my AC. At least with other companies - even if they cannot come out right away, someone still calls - because that is what customer service is about.

I have asked to speak to a supervisor - and was told that would take 24 to 72 hours - and that my request for service would take 24 to 48 hours - but that is not what was described to me when I called the company initially months ago to ask about their prompt reply to customer needs. I was told they care about their customers and respond ASAP. This is not the case. If someone is facing a situation of no AC - two dogs and three kids having a difficult time - and I cancelled all appointments to hear from them - I should not be the one placing these calls. I just want to feel like someone out there cares for what I am dealing with and is there to reassure us that it would be taken care of.

Original Review: June 1, 2015

Once you sign up and let them take your money...it's over. If you call for service on an item, they play a run around game. You have to call back again and again and they have excuse after excuse until FINALLY they send a service person. Our Heat pump went out recently and it was almost two weeks until they could get a service person saying "they had no one to service our area!" We live just outside of Allentown, PA...PA's third largest city! The service person said it was shot (over 16 years old) and needs to be replaced.

So the warranty company said they had to review this and we continued to call them every other day for a couple of weeks. They kept saying it was being reviewed. In the meantime, with two small babies in the house and temperatures soaring to 90 degrees, we finally paid out of our pocket to have the system replaced. Now we are waiting for the reimbursement provided for in the contract. More calls, more emails...more run around. MORE NOTHING! I'm not saying all warranty companies are a rip off...but this one is! STAY AWAY!

Original Review: May 7, 2015

Read the fine print! Our warranty coverage states that "Plumbing Systems, Plumbing Systems (Faucets) & Plumbing Systems (Toilets) are covered." NOT TRUE!! Wasted money on warranty and now will be charged to cancel. Rip offs!

She told me the service repair company is being investigated. That when I asked for a second opinion or expressed my concerns about the guy they sent and then asked for the supervisor the service rep was wrong for telling me "I can get you a supervisor but she'll tell you exactly what I'm saying". She explained that I AM entitled to a second opinion and it's actually something they do all the time. She assured me that what I had been dealing with in something she'd never dealt with before and couldn't believe I've had so many issues. She offered to pay the invoice from the other company in full and waive the service fee

Within an hour of me emailing her the invoice she had a check mailed out to me (for full amount of the invoice) and called me 2 or 3 times after to check in. I really didn't think she'd come through and was only telling me what she thought I wanted to hear. So that was nice and has made me reconsider leaving as she told me what has been happening to me is not how the company is run. Hopefully that's the case moving forward. She offered her information in case anything else comes up. So I'm updating because of her kindness, her responsiveness to my issue, and her explanations about why this had happened. She really made me feel better about the situation and gave me a renewed confidence in the company.

Original Review: May 6, 2015

First claim placed to repair all toilet flappers and two leaky faucets. I have a 6000 sq ft house with 7 bathrooms. I explained this at time of warranty purchase and asked if there'd be any issues because of how many was told NO. They only cover 3 toilets. I chalked it up as my own loss and paid difference. Was told that normal wear and tear on faucets is covered. If confirmed as such in the contract (which I read) and was still told that do have normal wear and tear but it wouldn't be covered. I asked why not and they said that THIS type of normal wear and tear wasn't covered.

At that point I knew they were just making things up because the repairmen they sent I called them separately to confirm what the report said because my husband knew the guy. They made it up. They first tried to say it was cracked which isn't true. Then I find out they only cover stainless steel replacement my fixtures are oil rubbed bronze. The nickel and diming was just ridiculous.

Second claim for my refrigerator. Minor issue with lights going out but made my refrigerator hard to use. It's some type of track lighting with LED switchboard and so most of fridge was completely dark. Repairman sent took apart my sub zero fridge to fix a light. Came 3 different times over the course of a few weeks, was at my house for 3-4 hours each time and couldn't fix it. Couldn't even tell me how. He called many people over the phone to "help". I called local company I bought refrigerator from explained the problem they sent someone and offered to replace even though fridge was out of original warranty because "it's such a minor repair".

They sent guy who fixed the bulb and was in and out of my house in 20 minutes. HSC repair guy literally had my refrigerator in pieces across my kitchen floor both times. On top of which he never opened the right part of the fridge to get to the light. When I told other repairman he said that was ridiculous and noted many small pieces just weren't put back correctly. I called HSC and told them thought their guy was nice but that I was pretty sure he doesn't know what he's doing. I cancelled the claim and then note what he did in case he messed up my fridge with taking it apart for no reason.

Third claim was for a dryer that completely went out. Pretty clear even to me it was an electrical issue. HSC sent the same guy out. He starts with the complete dismantling again. It's been almost 2.5 months he came twice stated both times for 1-2 hours again and couldn't tell me what's wrong. I play phone tag between them and HSC for weeks waiting on a determination since they've decided it was unrepairable. I have 5 children so laundry has been a nightmare for weeks. Finally get on the line with HSC rep after waiting on hold for close to an hour (which is a common occurrence when calling). She tells me that they have decided they can offer me $190 for a $1200 machine I bought less than two years ago (Maytag warranty on washers and dryers is only 1 year).

Obviously I was angry. I waited months for this? It's been a waste of my time. I told her to keep her $190 especially when she could not explain to me how or why they came up with this amount other than to say she put the model number "in the system". Nor could she tell me what original amount they gave my machine. I get the model came out 5-6 years ago, but it was the same price. So me asking what original price they based the determination on is not an unreasonable question.

It was completely ridiculous. I can't REPLACE anything with $190. And she has the audacity to act like she is doing ME a favor. (Another common occurrence when you call). So I told her that clearly I've been wasting my money for a year. The people they send can't fix anything and the one claim that was handled I paid way more out of pocket than I would have if I'd just bought the parts myself and paid a handy man to install them. So I asked her to MAKE sure that my account is cancelled at the first opportunity (which is June 22, 2015 for me) since apparently not only do you pay a cancellation fee if you cancel early but (now get this) if you cancel early you have to pay THEM back for every claim you filed within the contract term. Seriously???!!!

I immediately called a certified Maytag repair company. They sent someone this afternoon. He is there 45 minutes tells me exactly what's wrong and says and I quote "anything with these machines is repairable". He told me the cost for repair is $429 (which includes service call fee, the part, and installation) and that he could come back tomorrow. He also showed me how HSC repairman put my machine back together. There were wires left disconnected and hanging down into the drum. It was just all wrong. So if I do the math I'm coming out CHEAPER with a FASTER repair.

If they were really trying to do right by me they'd reimburse me for the repair or send me $190 to help pay for it, but I doubt they will. To my understanding I can only get my generous offer if I replace the machine. Why would I do that? They can keep their $190. They should've just called me and laughed in my face then hung up. Lesson learned.

The last was in Dec 2014 (I think) He was more interested in getting a good review on **'s list than fixing my issue. He walked his muddy (unsanitary work boots) on my wooden floors and my bedroom carpet, stood in my bathtub with those same shoes. Never cleaned anything. Eventually I replaced the carpet. It was filthy!! I complained to HSC that the hose was still not working in the kitchen. I didn't have an issue with the kitchen faucets (just the hose) He took my 'gooseneck' faucet out and replaced it with a smaller faucet on because he could not loosen the screw for the hose. He told me I need a new filter for the well but he could come back and fix it on the 'side' I said I have well insurance. He told me I had to pay $65 for the second bathroom since it was a new job. I told him it was on his worksheet. I did pay him. Asked for a receipt and never got it. In August 2014 I has a leak in my garage coming air-handler.

Called HSC, it took 4 days for someone to come. The first company refused to come over 80 miles away. Then they sent Londono Mechanical Heat & Air. They showed up without any tools and a small suction machine to try and drain the water from the house. The guy told me that he would need to dig up my garage floors or re-run the pipe outside my garage door. I opted for a second opinion. My A/C was never fixed said it's not covered and neither is my kitchen plumbing finished. They paid Zero! I have no reason to misrepresent the truth. This is what happened to me as a former customer of HSC.

Original Review: April 3, 2015

We purchased a contract on February 24th of this year. Our heat was not working at the end of March, and we called for service. They sent someone out, and he said the unit was out of freon, and something was not working. HSC called us and said that they were not going to cover us, AND they were going to cancel our contract!!! What is this?? The first time we call them and they say no and get out?? We have had a terrible winter in VA, and they are claiming that this was a preexisting condition, and had been for up to a year! There is no way we could have been without heat this winter, or without AC last summer!! This is bull, and seems very fraudulent to me! I will be seeking recourse - this is TERRIBLE customer service, and I am appalled and so very not happy. Also, it seems as if one person says one thing there, then the people that they contract out understand a different thing. VERY POOR EXPERIENCE!

Original Review: March 25, 2015

Technician missed diagnosed the problem. Paid large out of pocket to not fix the problem. Now we are on our own for replacement. Customer service claims there is nothing they can do.

Before having them undo the repair I contacted HSC about reimbursement. My contact was ** who assisted me promptly with the process and made the experience far easier than I had expected and in a far superior manner than other warranty companies I have used in the past including American Home Shield and Choice Home Warranty. This was my first experience with HSC and one that leaves me very please and optimistic that this is a company that actually cares about it customers. Based on this experience and past experiences I would not hesitate to recommend HSC. I would also like to thank ** for her assistance.

My case eventually got Scott's(Supervisor at HSC) attention, and he reached out to me to hear my side of the story. He apologized for previous behaviors of HSC representatives and offered a portion of my oven repair to be compensated by HSC. Although I refused the monetary credit offered by Scott, I appreciated the fact that they wanted to make things right.

At the moment, I will not be returning my business to HSC; I have already signed with another warranty company. Now that Scott had reached out and provided personalized care for my case, I would consider moving other rental properties to HSC.

Original Review: Feb. 25, 2015

In Jan 2015, I put my rental property up for sale and lease at the same time. Realtor suggested I get a home warranty service if I lease or sell the home. If I sold the home and buyers break something within the first week, they might claim it was always broken. This is where home warranty would save me. Same goes with new renters.

I signed up for HSC in Feb 2015, following day (2/05/2015) after signing a lease agreement with new renters. My contract start date was 2/15/2014. My current renters lived in the home until 2/21/2015. When I did a walk through with them on the 18th, I found that the oven doesn't work. To be exact, part of the keypad doesn't work. I was thinking I got lucky and signed up for a home warranty that covers my oven. I requested service right away. I got a few calls from HSC giving me a hard time and kept asking for an home inspection report. I told three different employees that I did not end up selling the home but rented it out to new tenants.

One of them claimed I was lying and said they can see the public records. I asked them to please look into it and come up with other ways we can move forward because I am very sure I didn't sell the house. I wanted to send them my new lease agreement but they refused it. After three days, they assigned me a repair person. I was told to wait for a call, but never received one and when I called the repair person myself, they were surprised. Anyways, he comes out and inspects the problem and oven needs a new keypad.

HSC calls me the following business day to say that my account has been flagged as fraud. I was recommended by their employee to move forward and not claim repairs because my account is flagged. If I continued they will need to investigate and I will not be able to have home warranty coverage at this time. For my oven claim, they will not be covering any repairs and I also need to pay for the $125 service fee. I was told that they have determined it was a preexisting problem.

They gave me the option to keep my contact or I can cancel. At first I thought maybe the keypad was not working for awhile and renters never told me. I talked it over with my boyfriend about keeping contract or not, but then we realized that we might be able to submit proof that it was working. When I called HSC back, they said they will not be looking at any proof and will not cover it because it is preexisting problem. This is where I felt really upset, they have already determined they will not cover this oven.

So now I feel completely cheated, I should have gone with another company and I might be covered for my oven. HSC have allowed me to cancel out of my contract because I am within 30 days, and they waived the cancellation fee. I'm not sure how much they would normally charge. I've been asked to sign a cancellation contract that states "I agree and promise to not write electronically or otherwise or post or spread or contribute anything negative or verbally express anything negative about The Home Service Club and to keep and all dealings with The Home Service Club strictly confidential."

I asked them to modify the contract but they will not, and it's the only way I can move forward. I just started in the real estate business and if someone asked me which warranty company to avoid, I would have to tell them my experience. PLEASE, PLEASE save yourself from this nightmare.

Original Review: Feb. 12, 2015

I engaged Home Service Club in November of 2014. My HVAC system was broken and we needed a vendor to come out and evaluate. Home service club launched a vendor and they came out within 72 hours. Once they identified the problem, they shared that the parts should arrive in 3 days and they would arrive later that week to repair. Once that week came and left, we had not heard back from the vendor. My husband and I both called home service club on three or four occasions, and my husband called the vendor directly to find out what happened. Apparently, the part that arrived was incorrect and I needed to order another part. We found that out only because of our persistent phone calls.

After 2 months of us following up with home service club and the vendor, we finally got to repair. The vendor told my husband that they called us several times, but we had no history of their phone call and we confirmed our phone numbers. They had extremely poor communication and follow up. I opened the Better Business Bureau claim against Home Service Club and they accuse me of lying. I'm very disappointed to have trusted this company and pay them for several months to find out that they have absolutely no customer service skills, specifically relating to my family. I don't know what other customers have experienced.

I requested a refund for the service fee as well as a refund and cancellation of the contract. I was denied and told that I could only select one. My husband wanted to go forward with the repair, so we finally got someone out after 2 months and it repaired took place. I've been requested a cancellation without the $90 refund and Home Service Club told me that I was trying to commit fraud because I was trying to cancel after the repair was done. I am up all that a company of this size operates and conduct themselves in this manner.

I hope that the leadership can review reviews and take charge of these issues and be held accountable to making the changes internally, so that their customers can be happy across the board. I have worked in organizations with poor customer service and I know that there is always a possibility for positive change if you have the right leaders. I hope that they make the changes needed and I am very disappointed in my experience. I will be canceling my contract as soon as the Better Business Bureau claim is closed.

Original Review: Jan. 29, 2015

We are fairly new customers to The Home Service Club and decided to switch to The Home Service Club based on previously bad experiences that we had with our former home warranty company doing everything in their power possible to delay and deny a claim that we had for our air conditioner. When I spoke to the sales representative he was extremely professional and listened to my previous experience and reassured me that I would not be working with a top-rated 4 Star Company in The Home Service Club and that I would be treated like a valued customer and not experience the same runaround that I did with my past company.

I hate to believe that he flat out lied but my recent experience filing a claim with The Home Service Club is forcing me to believe just that. A couple of weeks after the new year the electricity in our family room unexpectedly went out. I went out and flipped the breaker and it came back on but 30 minutes later the lights in the living room began to flicker and the power in the room went out again. When I went out to the breaker box I could hear a sizzling sound and see that the breaker for the living room was flipped again. Concerned about the sizzling sound and a potential fire we immediately called an electrician out on an emergency call to look at the unit. When he arrived and examined everything he determined that our breaker box was going bad and needed to be repaired. I asked him to turn off everything to the living room and for an estimate for me to give to my home warranty company.

I filed a claim with The Home Service Club and was called the next day by my claims representative, Samantha**. Samantha indicated that all that she needed was the estimate from the repairman and a copy of my home inspection from the original purchase of my home. I emailed both of those to her within 10 minutes. She said that she would get back to me. This was on January 12th, 2015. Three days later we were still sitting without electricity in our many living area and no word from our claims representative Samantha. So I emailed and called her and asked for an update.

Samantha called me back 3 hours later and told me that she was denying my claim because I was a new customer so there is no way of them knowing if my electricity was bad before I started the policy. I asked her, "how long do you need to be a customer before an issue in our house will not be determined a pre-existing condition?" I said that since The Home Service Club did not do an inspection of every appliance or system in my house prior to taking my policy payments then under her reasoning they could deny any claim that is made based on the fact that the issue could be a pre-existing condition. She agreed that my home inspection did not reflect any issues with my electrical system but said that The Home Service Club has no way of knowing if any issue in my house might have existed prior to my policy. I told her that reasoning makes no sense and that unexpected system failures in my home is the only reason that I would pay for a home warranty policy.

I asked if I could speak with a manager. Samantha said that I could but that it may take up to 72 hours for a manager to call me back. I said that is fine but that I need to speak with a manager as soon as possible. It is now January 29th and I have not heard from The Home Service Club and Samantha has been unresponsive. I am beyond frustrated as the company is still taking my premiums but has no interest in assisting me when I have a real issue! Obviously if I cannot get this remedied I will cancel my policy as it makes no sense to pay an insurance company that does not believe in paying or addressing their policy holders' claims. I am very frustrated and disappointed as I expected more from The Home Service Club based on the promises made by my sales representative.

Calling back yet again, I get the first lady on the phone who informs me my phone number on file is also not mine and she was just trying to call me to let me know that my policy is being cancelled due to suspected fraud, that they need an inspection report and that the title company who signed me up for them is also now on fraud list and will not be able to sign anyone else up. I sent her over my inspection report so I can get a plumber and she has not responded up to 2 hrs later.

Original Review: Jan. 6, 2015

I called HSC on a Friday because my refrigerator had stopped cooling. They said they would have a repairman call me. It's now Monday night: Nothing. When I am able to reach them I keep getting out on hold. Then the girl on the phone tells me how sorry she is. My food is spoiling. I have asked to speak with a manager but no manager has called back. No one is put on the phone. I keep getting transferred or placed on hold. I'm told my account is "under review," but no one tells me what that means. I have spent $700 for this membership and this company is completely failing to honor its contractual obligation to cover my systems, and I have the more expensive COMPREHENSIVE plan.

I have already had Sears out to diagnose my problem. That was $95.00. I am not a priority to HSC. They can't trouble themselves to talk with me or take care of my issues. Their outgoing message says they take the worry out of home ownership. No - they have driven my stress levels right up off the chart. I am so, so sorry that I signed up with them.

I give the company 1 star for at least being prompt in forwarding my claim to a technician, and the professionalism of the customer service personnel with whom I interacted during my calls. Outside of that, I expect to cancel my contract with this company without recommendation to any others who may be looking to purchase a home warranty contract for the simple fact they exempted my HVAC system from coverage, and it is the primary system I want covered in my home due to having a young child in the household.

Mr. ** has gone beyond to make sure our problems were taken care of and our account was reinstated and I was given a direct line to his office AND we have an appt in a couple of days with a Sears repairman. SO GREAT JOB HSC and thank you Mr ** for going the extra mile! I WOULD recommend HSC and see why they are rated #1 among Home Warranty companies!

Original Review: Jan. 2, 2015

We closed on our house in July with conveyed appliances and no seller warranty. Our mistake. We both live on Soc Sec income so after our refrigerator a month after we moved in and had to rent a new one from a rent-to-own company, we decided to start looking for a home warranty company in case something else to decided to quit. Home Service Club was rated #1 among customer service so we chose them and explained to the rep when he called that we couldn't afford anything but a standard contract. So he auto-debited my account and it was finally activated in Dec 2014.

As luck would have it, the lid trip switch on our top-load washer went out so the washer wouldn't complete cycles. Less than 15 days had passed since our contract commenced, so when I called for service, they informed me my account had been flagged for possible fraud and they couldn't honor the contract on a fraudulent service call! When I pressed my case they agreed to send a technician out, inspect the washer, diagnose the problem, and determine if any contractual repairs would be made. They stated the only way to avoid this was to submit a legal inspection report from the real estate agency we bought the house from, which we were then and even now unable to afford. They needed this, they stated to prove there was no "pre-existing condition" on the washer.

Well to this date, including the New Year's Day holiday, we have seen no technician, have received two phone calls to let us know they won't be honoring the contract repairs, and the latest to state that they won't repair my part that can't be accessed without removing a cover, because it is external damage that is not covered so I threatened to report to consumeraffairs.com if my original account payment wasn't refunded in a timely manner and asked to speak to a supervisor to which I was told "no supervisor is currently available".

So I hung up with little satisfaction and a few moments later, the "supervisor" calls back to determine the problem and after repeating the whole situation again, my wife was also told no repairs could be made under the warranty because it was an 'external damage' report and furthermore "your husband physically threatened one of my employees and that is unacceptable". How can I physically threaten someone when I am unaware of their physical location? The bottom line is our bum luck is that we got a home warranty started and just days later had the misfortune of having something go out that would require the services of the warranty provider, but they have a "waiting period" prior to service call commencement we were not told about, and also the inspection report proof we would need to disprove a "pre-exisiting condition" that we were not informed of before they took our money.. We paid $59.44 for a warranty and they were unwilling to send anyone out for a $35 part, because we are "possible frauds" because we could not afford a home inspection at the closing table.. SHAME on you HSC... I would not recommend a company more interested in their profit than their customers, as Home Service Club appears to be in our case...

Original Review: Dec. 28, 2014

The guest hall bathroom wouldn't stop running. I called HSC. They said they would send out a service to fix it. First call, from HSC, said someone would be calling to fix the range top. I said ....no....its the toilet. Then I got an email from. HSC that said someone would call to fix the hot water heater. AGAIN, I said...no....it is the toilet that is broken.

The rep who came out, said HSC told them it would be $237.00 to fix the toilet, and they would authorize the repair, BUT they needed to see a home inspection report so they could see if it was a preexisting problem. I said....that is a ridiculous price to repair the toilet. All it needs is an inside gut repair, a $45.00 kit from the nearest hardware store. The rep from the company was nice, but I turned them down. And I told HSC....ridiculous pricing game they are playing.

Here we are, two weeks later, and shower handle broke on a Saturday. Why oh why did my realtor choose this company. This morning, I put a service request in with HSC, and here we are, Saturday night, 11 hours later....no response. I guess they want me to wait until Monday to fix this leak. This email is from Arizona. HSC is in New York, NY. What a waste of $800.00 for a contract. Truly HSC does not care about the client.

Original Review: Dec. 27, 2014

I spent months researching home warranty companies because I wanted to make sure my appliances in my home were covered. I read all the sample contracts and reviews and based primarily on the reviews, I decided to give HSC a chance. I set up my monthly payment and paid for 4 months before my first breakdown occurred. My washing machine started banging around and the drum broke. I filled out the online request for service (putting in additional information saying that a piece had broken and came out) after 24 hours without hearing from anyone, I called HSC only to be told my request had been denied b/c "they don't fix broken items." Umm… WHAT? So you only fix things that are not broken?

She gave me to another person who tried to argue with me saying that since a piece came out they wouldn't cover it. I insisted that it was broken from wear and tear and she finally agreed to send a repairperson. This was my first claim and it was not going well! Were they even going to call me to tell me they were denying my claim? The technician came out and said that after years of use, the pieces just broke down. He had $1200 worth of parts before even adding in his labor. He said he would have to call HSC for approval.

2 days later, I had not heard from anyone yet again, so I called and they said they would offer me $395 to replace my washer. This is a Kenmore Elite, front load high efficiency washing machine that cost $1500. They want me to go purchase a new washer on my own, then they will send me the $395. I went back to their website and on the first page, it specifically says "repair or replacement at no cost to you." Well if I want to replace the washer that I have now, it will cost me $900-$1000 on top of what they are giving me-- only after I put the money out. That certainly does not sound like "no cost to me".

I'm very disappointed in this company from the minute I tried to get service. It is Christmas and there is no way I can afford another $1000 for a new washer and do not think I should have to get a $400 washer to replace my nice HE one. What is the point of paying for a warranty if they will not live up to their end of the contract and actually replace the broken appliance?

I have nothing bad to say about Scott. He was responsive timely and persistent in seeing that my problem was resolved. My 3 star review represents my overall experience with HSC. I didn't get any help from them until I posted a negative review on this site, and even then, I got the help that my contract entitled me, nothing more. While Scott deserves a good review for doing his job well, I believe that my 3 star review of HSC is very generous.

Original Review: Dec. 26, 2014

Our roof appeared to be leaking, so we emailed The Home Service Club (HSC) immediately. They called us back a day later and said that service had been requested and that a technician would be contacting us. 4 days later, we had heard nothing. I called the roofing company they had mentioned, and they had no record of us. I scheduled an appointment with them anyway because our ceiling was getting worse each day. 3 days later was the earliest they could come. I emailed HSC expressing my disappointment with my experience so far. I received no response. The roofer came and inspected our roof. After letting us know the condition, he suggested we contact HSC to discuss our options. He provided no estimate, and said that we would need to email him and request one. I called HSC to discuss our options, but was forced to leave a message. So far, HSC has done nothing for me. My roof is still leaking, and I'm no closer to getting it repaired than when I first contacted HSC.

Original Review: Dec. 17, 2014

Initial request was put in on Sunday night. By Monday, the furnace was not at all functional. We didn't hear from anyone and when we called Monday at 3:30, we discovered that they close and do not have a 24 hour service. So we called on Tuesday morning. The one good thing I will say is that the woman I spoke with on the phone was very nice. Her name is Nataly. Nataly requested our home inspection from when we purchased the home, which should have been requested when we first purchased the home warranty, but was not. I sent the documents within 15 minutes of her request and received a confirmation email from her letting me know somebody would be calling me soon.

I called HSC back at 2:45 MST time because they close at 5:00 EST, and was told that our paperwork was flagged for review which would take 1-2 days. So, we've now had no heat for 2 days in mid-December and it might be another 2 days before they even finish reviewing our paperwork. When I told her we had no furnace, she said she would send an email to them to request it be expedited. I asked to speak with a supervisor and was told that they would put in a request for a supervisor to call me, but that the supervisor would tell me the same thing anyway. I fully intend to cancel this service and go with another company.

Original Review: Dec. 17, 2014

I have been waiting on my icemaker to get repaired. It's been 3 weeks. I called L. ** and contacted Jimmy **. The service man has tried contacting them leaving a call back number and no one calls back. I tried calling, left message after message and no call back. Sick and tired of all this. Don't understand who is giving the great rating. Must be the employees. A/C got serviced once and got a call back from Ms. ** stating they will not service the A/C again. Why have a warranty they

Original Review: Dec. 12, 2014

My heater wouldn't keep the house warm enough (temperature was set to 74 but house was at 67). I have a 18 month old and a pregnant wife so I needed to get it fixed asap. After putting a request for repair online I got a call from HSC letting me know that the hvac company will contact me regarding appointment time. 5 hours later, after no call I googled the name of the hvac company and called. The guy said his truck broke down and as soon as it gets fixed he will call me. Hours later, again no call. I contacted HSC and they told me they will try to find someone else and call me, again after no call and it being late I called Hsc again and the same person I talked to said they couldn't find anyone and the original guy will come tomorrow.

Finally the guy shows up (and it's warm that day) and says the heater is working, and if I continue to have issues to call back. $125 later I had the same issue except it's even colder. 9am the next morning I spoke to Hsc and was told I will get a call back after they talk to hvac people. 5pm still no call so I called back and Hsc claimed since the hvac guy said it's not broken they can't do anything unless the furnace completely breaks down. I asked to talk to a manager and she told me they will call me back. I demanded to be put on the phone and after going back and forth she tells me that the managers are all gone for the day. So another night in a cold house with "working" furnace that doesn't warm up the house anymore.

Original Review: Dec. 5, 2014

I purchased a home warranty from HSC and recently requested service. HSC scheduled the service and the service person arrived and was very good. He explained the process and the cost and that they would need to get an approval prior to making the repair. Their opinion, after having been involved with HSC was that they rarely authorize a repair that is more than the deductible that I needed to pay per my contract.

After waiting two weeks to get approval, the repair company had not been contacted. It seems that HSC's strategy is not necessary to deny a claim but rather to avoid responding to one. They have also avoided the need to provide status on a claim except by calling them directly during restricted business hours. Their website does make it easy to buy and pay for, what at this point, is a worthless warranty.

I give two points because they did make it easy to buy the warranty and I am willing to give them the benefit of the doubt as to their unwillingness to respond. It may be that the service company they sent did not follow up correctly. Still, their lack of interest in getting this very minor issue resolved does speak volumes to their credibility and their concern for their customers.

Original Review: Nov. 25, 2014

We had nothing but trouble with this company. They found every way not to cover the issue we had. After dealing with the horrible customer service for two weeks we cancelled our service and requested a refund. I called today to check on the status of the our refund and "Natalie" told me that she would have to put a request in and someone would contact me in 24-48 hours. Then when I requested to speak with a manager, she said she would have to put a request in for that, as well. I will not be holding my breath.

Original Review: Nov. 17, 2014

I purchased a warranty service because I had a recent plumbing issue costing over $2,000 - therefore I looked into a home warranty. I purchased on 10/22/14 and was told after 10 days I could make a claim and my next payment would be 12/1/14. Ok, so there was a power outage and I made a claim because my stove and fridge would not come back on. I called for help because it was my 1st claim. The rep did the claim for me but I was NOT pleased with what she wrote because it was NOT what I told her the problem was. She said it was ok and basically not to worry. However, my claim was denied and considered pre-existing based on what the rep wrote when she submitted the claim for me.

I am not pleased ALREADY & it hasn't been 30 days!!! I even called when I got the email & told the rep that this is not what I told you and she again assured me it would be ok. In fact it was NOT ok and then they tried to make a deal claiming to try to make me happy. If they were trying to please me they would have done right from the beginning. DO NOT LET REP SUBMIT YOUR CLAIM!!!

Original Review: Nov. 3, 2014

Bought a warranty through Home Service Club and unfortunately, the refrigerator needed repair. They put us in touch with 2 different contractors (both with 1 star on Yelp) and both lived up to their names. No one called for 3 days to make any appointment. The customer service at Home Service is very nice but not empowered to do anything. They arranged a callback with a supervisor and has been 3 days and no one has bothered to call back yet. I asked for a refund for my money and they claim they need verification from the title company who had nothing to do with the transaction (the warranty was bought separately). Horrible service, horrible contractors - save your money and go somewhere else!

Original Review: Oct. 30, 2014

To be fair HSC has been in contact with me until today. The Plumber came out to look at the garbage disposal and wanted $559 to fix it. HSC did pay the $49.00 service charge fee for the plumber coming and taking a look. I do not blame HSC for rejecting the price but this is day 3 without a sink (garbage disposal is leaking after 9 years of use). I have not called HSC for anything else but if this is a sign of things to come, I will have to reassess their services. How about if this was my HVAC? Nothing yet on contacting a plumber. I went online and found plenty of plumbers in the Lehigh County. It's not like I live in a secluded area. I pay the fee every month and satisfactory service is expected in return. Is that too much to ask?

He inspected our furnace and said the boiler was cracked and our furnace needed to be replaced. He indicated that he would file a report with HSC and they would be getting back to me. The next day we got an email from HSC saying that they got his report and would be covering the replacement of our furnace. We agreed that the original HVAC contractor would do the installation and they sent him a check for $1300; we paid no out of pocket costs for the installation. The HVAC contractor made an appointment with us for the installation and we had our new furnace within a week! We were very satisfied and would recommend HSC to anyone!

Another week pass and did not hear from them either. But in the meantime no contractor has come to my home to check my AC unit, so I call again and they told me that they were going to contact the contractor. Like an hour later the contractor call me and ask me what the problem was. I told him that my AC was leaking. I did not hear from him again, so I call The Home Service Club and they told me that the contractor give them the diagnostic. I was surprise because he said he went to my house when he never did.

I told The Home Service Club that I was unable to wait on them because I was having water damage in my house so I went ahead and fixed my AC on my own. But in the meantime a month has gone by and I have no answer for my washer machine. I called The Home Service Club and I told them that I don't care if they don't replace anything for me, since they just took my $75.00 monthly payments, also paid the contractor $65.00 service fee and when I called to cancel my contract they said I'll have to paid a cancellation fee as well. I don't understand what type of craziness that is when they owe me money for my washer machine that was suppose to be replace by them a month ago.

This does not reflect on Sara, she is just an employee, and for HSC to hold her responsible for the companies mistake and problems, is barbaric. Since, HSC made me sign a contract saying I would not say anything bad about their company so that I could get a refund I cannot say no more! Sara you are a 5 star employee I wish you the best. Good Luck

Tedd

Original Review: Sept. 23, 2014

After being the American Home Shield for over 8 years, my budget was getting a little tight. So I thought I could cut some costs by changing my home warranty service, BOY DID I MAKE MISTAKE! I have been with HSC for about 4 months now and last week the air conditioner decided to go on the fritz, so I said no problem, I have HSC to help me out. It was a Friday about 4 o'clock in the afternoon so I called them. Unlike American Home Shield, that has a 24 hour call center, these people only work 5 days a week on east coast time! I live out in the southern California Desert where it gets in the lower 100's this time of year, so I was without air for 3 days.

Now I called them on Monday and they gave me the number of the company that was going to do the work. When I called them, to my surprise the company didn't even have a contract to work with HSC. So at that time they said they were not going fix it until the next day! I told them I have a 92 year old father and required the work to be done. After a few phone calls back and forth between the companies, I was finally able to get someone to come. Yeah! NOT! After the tech came and diagnosed the problem it was a minor fix. All he had to do was get authorization from HSC for the repairs. He called HSC and they were closed!

It was 99 degrees in my house and we are sensitive to the heat. Especially my father. I asked if they could do something? He said the only thing that HSC authorized was to diagnose the problem. The only choice for me was to either go to a hotel for the night with 3 people and 2 dogs and 2 cats, or I could go ahead and pay the $265.00 to recharge the air and see if they would reimburse me in the morning! So what, do you do? I hope that they will do this when I talk to them tomorrow, or they will have one upset customer returning to American Home Shield! FYI always check to see if the company you choose has a 24 hour call center, for situations that might come up like this.

They then say they'll do me a courtesy and cover $600 for the repair and I pay $900 and they will no longer cover the AC under warranty hhmmm?? Mind you, I still have $2000 left on my cap-- so why not cover the full $1500? Doesn't sound like they're doing me a solid to me. SOUNDS MORE LIKE THEY ARE NOT LIVING UP TO THEIR CONTRACTUAL OBLIGATION TO REPAIR WHAT'S STATED IN THE CONTRACT AS BEING REPAIRABLE. So we argue on the phone for 23 minutes, and I say ok, I'll accept you voiding the AC warranty if you cover all the repair costs since I still have $2000 remaining on the cap. Why would I do this, you might ask. Because I trust the opinion of the guy who takes 30+ minutes to figure out if a full system replacement needs to be done and I don't trust the guy who was here for 90 seconds and can't tell the difference between a 3 ton unit and a 5 ton unit.

So guess what the HOME SERVICE CLUB WARRANTY company says. NO DEAL. They won't cover the repair job, again even though the contract states all 3 items are covered, but they will still cover the full system replacement- oh by the way my cost is now up to $4500 for the replacement since it's a 5-ton unit. So let's get this straight. The HOME SERVICE CLUB WARRANTY won't approve $1500, of which they will incur all the cost, but they will approve a $6500 ($2000 cap and $4500 from me) replacement job that came from the opinion of someone who couldn't tell the difference between a 3-ton unit and a 5-ton unit.

Why do I get the feeling that the HOME SERVICE CLUB WARRANTY company is not being honest with me about what the actual costs for the job are and what they are actually paying??? Could it be that they are overstating the actual job cost? Better yet, could they not only be overstating the actual job cost, but also be overstating what they are actually paying out towards the cap?? Think about it, when was the last time you had the option of paying $1500 or $2000 dollars to fix something and you elected to go with $2000? Are you thinking what I'm thinking?? If you are, keep reading cause it gets better.

So I did some research and got some estimates for replacing both the outside and attic units. Care to guess how much the estimates came back at? $4500 - $5000. So, at this point I call back the HOME SERVICE CLUB WARRANTY rep and again ask them to cover the repair job AS IT STATES THEY SHOULD IN THE CONTRACT and again the rep says they'll do me a courtesy and pay $600 (which at this point can anyone really believe it's $600?). So the argument ensues and at the end of it they do this-- they void my coverage, take both offers off the table (saying that I refused coverage, I never once refused coverage-- I only asked the HOME SERVICE CLUB WARRANTY TO LIVE UP TO THEIR CONTRACTED COVERAGE) and they've reported me to fraud prevention.

Here's the net for me. I've paid them a full year of premium, $660 plus the $65 service call and my AC is still broken. Here are the questions I’ll leave you with-- why not approve the $1500 repair? Isn't $1500 cheaper than $2000? Why void my contract completely when we have a tech on site that is ready to do the repairs? What unscrupulous practices are going on with how much the Home Service Club warranty pays vs what they're telling us? Why is it that when I requested an itemized invoice for the repair job they could not produce it? Lots of questions, no answers!! Here's the one thing I know for sure-- if it's stated as being covered in your contract, that must mean it's covered but not approved.

Original Review: Sept. 9, 2014

I signed up in April to cover my condo. Earlier this month, my AC went out. I reported to HSC and they originally assigned a technician who does not go to San Diego where I live and the technician asked me to call them back to get another one assigned. He also said “I don’t know why they keep assigning people from San Diego to me.” I called HSC back to let them know the technician can’t come to San Diego and they told me they would let me know who the new technician was after they assigned someone. A day went by and nothing so I called back and was told a new tech was assigned (but nobody contacted me). I called the new tech and they came out a few days later to let me know my unit was old (from 1980s) and that I would likely need a new one. They reported back to HSC.

3-4 days later, HSC called to let me know that my repairs would NOT be covered because there was rust and a few screws missing from an inside access panel. And so therefore, they concluded the unit was not in good operating condition prior to being covered. This is absolutely ridiculous... The unit is old; there is normal wear and tear, which is precisely WHY I got a warranty plan. They told me that if I replace it, they can cover it... SERIOUSLY??? You want me to replace the unit with a new one, and then you'll gladly cover it when it has a manufacturer's warranty??? Haha, ridiculous. I've filed a complaint with New York Better Business Bureau and will also be filing a small claims case after I repair the unit.

Original Review: Aug. 25, 2014

Customer service is unprofessional. Spoke to a manager after a problem and she apologized and said would call me back that date with some answers, she never did. Left over 5 messages on her voice mail and left messages with others and they kept saying she was on the phone so I know she was in. Also left messages for other supervisors. Nobody called back, asked who manager was, also asked name of VP or President. They said nobody knew that information.

10 days later still broken dishwasher. They also send not an authorized repairperson for dishwasher. After I called again and told them I was writing to better business bureau, a supervisor called me back. Was very rude, threaten me, and she kept changing her story. She said that she would send a authorized repairperson and out of courtesy I didn't have to pay another service call. Then she changed her mind and called me back, and gave me 4 choices, threaten me. Told her I wanted to wait for BBB and get back to her. She was rude and said "No, make choice now." Told her to send me the same options that she gave me by email. After a few hours she did send an email but not same options. They have no customer service skills.

Original Review: Aug. 4, 2014

Shortly after my policy became valid, I made a claim to have an appliance repaired. The company presumed that I was being fraudulent and cancelled my contract after telling me a series of lies. When I confronted the company about the reason for their canceling my contract, they refused to state explicitly what their reasons were or was. In fact, they offered to give me a "courtesy" check of $115 toward the purchase of a new appliance while the cap on the replacement of that appliance with my contract was $650.

A supervisor within the company in fact, during one of my taped telephone conversations dishonestly falsely accused me of "yelling" at him. I reminded him that the telephone conversation was being taped and that he was simply showing how dishonest he truly is. He then hung up on me. I still have the recorded conversation should I need to use it in court.

The fact is that my contract was effective a few days before I made a claim. The cost of repairing/replacing the appliance for which I submitted the claim was more than the cost of the policy that I bought. The Home Service Club realized that they would lose money on me as a customer because no sooner than the policy was purchased by me, I had to submit a claim. They offered me a meager $115 and when I asked them to honor their contract, they decided to cancel the contract all together. I have reported them to the Better Business Bureau and intend to seek all possible resources to have this illegal company implement legal business practices.

Original Review: July 29, 2014

After having a claim denied by HSC, I filed a complaint with the BBB. Following is the exchange:

Me: On July 14, 2014 I entered a service request with HSC to fix my A/C system, which had stopped blowing cold air. On July 16 the contractor provided by HSC came and determined that the evaporator coil in the air handler needed to be replaced as it was leaking refrigerant. The contractor told me that he would provide the diagnosis to HSC and they would be in contact. After a week of hearing nothing, I called HSC a couple of times and was told that the claim was under review.

On July 24 an HSC representative called and told me that the claim was being denied because I had a mismatched system. She told me that my A/C system was not covered because the compressor that sits outside the house was a Trane brand and the air handler that sits inside the house was a Carrier brand. I told her that those are two separate units and that I did not believe that was what is meant by mismatched. She then told me that there was another exclusion in the contract for incompatible units. I told her that I did not believe that service denial was proper and that I would get back to her.

That afternoon I called the contractor that diagnosed the issue and told him of my conversation with HSC. He said that the units are different brands, but that they are not mismatched. He told me to have HSC call him immediately to discuss. I called the HSC representative that I had previously spoken with and left a message asking her to call the contractor. I then called a Trane dealer and asked if a Trane compressor was compatible with a Carrier air handler. He said it was. I then called a Carrier dealer and asked if a Carrier air handler was compatible with a Trane compressor. He said it was. I called the HSC representative and left a message conveying this information. After not hearing back from the HSC representative that day (July 24), I called again on July 25 and left a message telling her that I needed resolution on the issue. She has not returned my call.

HSC: Consumer signed up with us on July 2nd to have his AC unit repaired/replaced. Unfortunately we are not a home improvement company and do not provide such services. We are strictly a home warranty company and have terms and conditions as well as requirements that must be met in order to be eligible for coverage. Consumer's system is a mismatched system. While we appreciate the opinion of all our customers, we have to go by our contract and not what Consumer believes it should be. The system was not designed nor meant to work in such a way, it was not built that way and was parts were replaced over the years with different ones that do not match.

Compatibility is not in question. All warranty companies and manufacturers void their warranties on such conditions. It is like have a Honda engine in a Toyota and is numerously listed in Consumer's contract as not covered. The contract also requires that all systems are fully operational to the manufacturer's originally intended design and specifications at the start date of the contract in order to be eligible for coverage. Which, according to a professional mechanic who looked at the unit and our trained employees, this system was not.

This contract should be void and cancelled. We offered Consumer to keep the contract as a courtesy. However, this system is not one that is subject to coverage and Consumer has not gotten back to us to let us know if he wishes to keep or cancel the contract. If Consumer wishes to repair/replace his system, we may be able to offer $200.00 toward the work as a goodwill offer. Please respond back at your earliest convenience as this is scheduled to be cancelled by end of business day on Friday, Aug 1st, 2014. Thank you.

Me: I did not sign up with HSC to have my AC unit repaired/replaced. I signed up for the warranty services. When I signed up (which was actually in the middle of June due to the waiting period), the AC unit was working. HSC keeps claiming that the system is mismatched, presumably because the compressor is a Trane and the air handler is a Carrier. In the Limitations of Liability section of the contract, mismatched is defined as "systems with incompatible components with different capacity ratings".

I spoke with the professional mechanic that HSC sent to look at the system and he said that the systems were not incompatible. I spoke with Trane and Carrier representatives and each said that a Trane compressor can be used with a Carrier air handler. The company that installed the Carrier air handler unit (which was before I owned the house, but I have the paperwork) is a well-respected HVAC company in Atlanta--I don't believe they would have installed a unit that would automatically have its warranty voided because it is a different brand than the compressor.

As to the offer to keep the contract as a courtesy, I have no idea what Mr. ** is talking about. I have called HSC everyday since the original denial of my claim and requested that someone call me to discuss the matter. I have yet to hear from HSC. To me it seems that HSC just does not want to pay for what is likely an expensive repair. I would suggest that we have a conference call with the technician that diagnosed the problem. If he says that the systems are not compatible, then I will drop my complaint. If he says that they are compatible, then I will expect HSC to authorize the repair.

HSC: This, again, is a misrepresentation of facts. While we value Consumer's opinion, as well as those of other random HVAC companies in Atlanta, the fact of the matter remains that the system is, in fact, a mismatched system (modified from manufacturer's original design as stated in the contract, as one brand's unit is designed and made to work with all of the parts and components of the same brand) and with the condition the unit is in, it is apparent that Consumer clearly signed up on July 2nd to get this system replaced. And again, the system was not built or installed that way, a part of it went back some time ago and instead of replacing it with a matching unit it was replaced with a different one.

It is not uncommon as many HVAC companies are only authorized dealers for certain brands and everything they replace, they do so with the brands that they carry. HSC cannot speak for those companies and their actions, and we follow our contract to the letter. We are a warranty company, not a home improvement company. As stated below, we offered to keep this contract as a customer courtesy, however Consumer must agree to such in writing or it is scheduled for cancellation. We have all the information from the technician regarding this system, and if Consumer wishes to keep the contract and repair/replace his system through our assigned mechanic then the goodwill offer from the previous communication is still valid through Friday.

Me: I really don't appreciate being called a liar. These systems have been in place, working just fine, since before I bought the house in 2002. I did not all of the sudden just decide that I wanted to replace them. And I don't understand what facts you believe I have misrepresented. The only misrepresentation that I have seen is your previous allegation that HSC had previously offered to keep the contract as a courtesy when, in fact, HSC had made no such offer. I spoke again with the contractor and he said that the units are compatible with each other. So, obviously, the random contractor in Atlanta that you sent to diagnose the issue believes that the systems are not mismatched.

Case was then closed by the BBB.

Original Review: July 27, 2014

I called to file a claim since my hot water heater pilot would not light. It took two days before the claim was filed with HSC and the plumbing company HSC contracted had never heard of them before and no information was given so they did not contact me to schedule an appointment. After Calling HSC claims, they informed me of the plumbing company contact and number and informed me they would be calling me to schedule an appointment.

On day 3 of waiting, I called the plumbing company and they stated they were waiting for more information from HSC and would call me to schedule an appointment later in the day. They didn't call. Day 4, I called the plumbing company since HSC is closed on the weekends and took it upon myself and have the plumber come out and replace my hot water heater since HSC was unavailable. I hope they will cover the expense. Horrible customer service. What am I paying them for?

Original Review: July 9, 2014

Call about my split unit leaking water. The HSC sent out technician who didn't have a clue what he was doing. Told me that they will be contacting me for the repair procedures. After 1 week of no communication, I called HSC for answers. They told me a new technician will be out today to do the repairs. When the technician came out, he told me the unit was rusted inside from the leaking. The unit would need to be replaced. The technician put in the claim with HSC. After another week, I follow-up with HSC. The service rep told me it is not covered under warranty because of corrosion. I could not believe the answer. I explained because of the leaking of water the corrosion occurred. I am fighting them with my lawyer. I am not happy with them. The worst home warranty company ever!

Original Review: June 27, 2014

I had a garbage disposal break and leak a cabinet full of water in my kitchen. Upon calling The Home Service Club, a claim was filed and I waited. After 2 hours, I called and left a message requesting an update on when I could expect anything being done. After 5 days of nobody from company contacting me, after many attempts on my part to get in touch with SOMEBODY, finally I get Nataly **. Ends up I had to get my own plumber because warranty company can't find a contractor, and the company will supposedly reimburse me. Still waiting for this reimbursement check.... Last contact with Nataly was via email May 27. I've emailed twice since requesting an update - no response. This has been my first experience with a home warranty company, and the poor, if not non-existent customer service has been eye-opening. Not sure who all is getting this fantastic service I read about before going with this company.

Original Review: June 20, 2014

As with the person from GA, I have been waiting 3 weeks for someone to repair my AC. I was told by the contractor 5 Star Air I needed a new system. Service Club has never called me back and has not sent anyone to repair my AC. I have talked to the telephone girls several times a week. It is always me calling them. They never call me. Each time I call I am told my problem is under review and someone will get back to me, THEY NEVER DO. When 5 Star Air came out they tried to sell me a new system for $10,000. When I told them it was the Home Service Club's call they said "we don't work with home warranty companies," yet it was Home Service Club that called them. We are two senior citizens and this problem is affecting our health. I paid them up front and in full. Now I am out $600.00 and no AC. Next call is to the New York Attorney General fraud dept. and the BB in New York. DO NOT UNDER ANY CIRCUMSTANCES USE THE HOME SERVICE CLUB, UNLESS YOU HAVE MONEY TO WASTE.

He showed me professionalism at it's best along with giving me the common courtesy of listening and understanding to all of my issues. I am now compelled to endorse this company for their finale resolution with my issues. Even though it took a while to resolve them I feel that Mr. ** did what was right and I would gladly do business with this company again. I personally feel that I have made a friend in Mr. ** and The Home Service Club. As of this 13th day of July 2014 I have been totally satisfied with the end results in my dealings with The Home Service Club and would recommend them in the future.

Original Review: June 18, 2014

Contacted the warranty company on May 27th 2014 about the main A/C unit in my house that seemed to be not working correctly because it has been 85 to 90 degrees in my home for over a week. They scheduled a technician to come out to the house which took a few days. When the technician came out, he informed me that after running diagnostics that he needed to call his boss and after speaking with his boss he informed me that I needed a new evaporator coil and a new condenser unit. I then asked what was the cost of the coil and condenser unit because I was responsible for any charges over $2500.00 and I was told that I would hear back from the warranty company.

Well, when I didn't hear back, I decided to call and spoke to one of the girls (support agents) Sarah who informed me that I will hear back from them no later than the next day. Well, I have waited for over three weeks and still I have not heard back from anyone about my A/C issue as of today June 17th. My house at 10:08 last night was 81 degrees. I have been calling and sometimes, I get an agent and when I do speak with them, it is always the same answer. My claim is under review! "Review of what! That's funny." I was told by their contractor that they sent out to my house that my unit needs to be replaced. It's their agent. Do what needs to be done. My family can't live this way in this heat. We are tired of suffering from their neglect!

Be very careful with them. The warranty company has been OK up to this point and they do an automatic debit every month from my wife's account and we always pay our deductible. I have now incurred additional cost dealing with this company. I have had to pay for Freon that will only be leaking out into the atmosphere. So I am cautious not to do this too often because I care about our environment and unfortunately, my warranty company does not! I have filed a grievance with the BBB in New York and next the attorney generals office. I do hope that they resolve this before I seek legal assistance.

On Thursday 5-22-2014, I called again and spoke to an agent by the name of Nataly. This time I was told that based on the online request that I submitted, the incident would NOT be covered under the contract. In talking to Nataly, I understood that HSC did not even bother to contact the tenants at the property to understand the issue as I had stated clearly on the service request. On my insistence, Nataly called the tenants and came back on the phone, restating that the issue is not covered by the warranty even after I pointed her specifically to the contract verbiage:

COVERED ITEMS: Mechanical parts and components of the following: interior hose bibs; angle stops; risers; shower and tub valves; gate valves; waste and stop valves faucets (replaced with chrome builders standard); toilet tanks and bowls; and related mechanisms (replaced with two-piece white builders standard); wax ring seals; toilet mechanisms within the toilet tank; repair of leaks and breaks in waste, drain, or vent lines within the perimeter of the main foundation of the home are also covered except if caused by freezing or roots. HSC will cover up to three (3) toilets.

NOT COVERED: All piping and plumbing outside of the perimeter of the foundation or below the lowest floor of the home (under the foundation or in a crawl space); collapse of waste, drain, or vent lines, or any damage caused by freezing or roots; toilet flanges; faucets and fixtures; bathtubs and showers; shower enclosures and base pans; showerheads; shower arms; Sinks; toilet lids and seats; caulking or grouting; color or purity of the water in the system; water softeners; pressure regulators; inadequate or excessive water pressure; flow restrictions in fresh water lines caused by scale, rust, minerals and other deposits or any pre-existing condition; corrosion or chemical deposits; exterior hose bibs; polybutylene plumbing; water supply lines to the refrigerator; holding, storage and pressure tanks; pressure regulating devices; laundry tubs; bidets; jet plumbing; indoor/outdoor sprinkler systems; booster pumps; conditions of electrolysis; repair and finish of any walls, floors or ceilings where it is necessary to break through to effect repairs or diagnosis; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; wells and well pumps; solar systems; water conditioning equipment; main shut off valve; water damage; water filters; water purification systems; whirlpool bathtub, spas, saunas or steam rooms and their respective plumbing and mechanical components; are not covered.

LIMITS: HSC will pay up to $750 per contract term for access, diagnosis, repair, or replacement of a covered plumbing system, including returning access openings to a rough finish. HSC is not responsible for trim, texture, paint, wallpaper, tile, carpet, or the like."

Not satisfied with Nataly's stonewalling response, I asked her to escalate the incident to her management and she indicated that I would get a call back. As of Friday, 5-23-2014, I have not received any further response. I have run the contract verbiage by my attorney and it is his legal opinion that the incident should, at the minimum, be examined by a dispatched technician onsite to assess coverage. If HSC simply dismisses the incident without even sending out a technician to investigate the cause of leakage, it would be considered a breach of contract. I've documented the incident in writing and sent an email to HSC Customer Service to demand a management response to address the issue. It's been a week since I submitted the original service request and other than an automated email notification, I have not received any calls, emails, or updates from HSC without my prompting.