Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  *** sent Prosolutions Appliance Repair to repair our range. The problems are the con trol board is dead and a nut holding one burner k*** in place is broken. The tech took pictures of our clean stovetop and oven and the label. He pulled the loose k*** off to see the broken plastic nut. After making a phone call and speaking in a foreign language he determined the control board is also broken. Never did he pull the control board cover off to see if there is any obvious damage or do any testing. I gave him our $65 copay and he left.Six days later I look at the *** website and see they show an appointment has been scheduled only. They have no indication Prosolutions has been here. I called Prosolutions and the lady who answered the phone says "I'm working on yours now. Our techs pictures show you have grease buildup on your stovetop which ************* doesn't cover. We are going to charge you $222 to clean your stove so we can make the needed repairs."Next I filed a complaint with ***. Their online system told me they would assign someone to my complaint and within ****************************** with that person's contact information. 24 hours ended on Tuesday or later so I called Thursday to get contact information. I called that person to find out she supposedly emailed her contact info {not in spam folder either}. She reiterated they wouldn't repair the stove until it is cleaned by Prosolutions. She said she would forward the pictures to us which hasn't happened by Friday afternoon. The scam IS she won't accept photos from us that show the stovetop is clean!!

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Home Service Club Warranty on 7/28/2023. I finally used it on 5/7/2024 for leaking faucets. It took Home Service Club until 5/31/2024 to assign a technician. The technician still hasn't shown up to do the work or reply to my text messages. It's now 6/17/2024 and I still have leaking faucets, I still pay them monthly and I'm not getting what I paid for. They keep recommending I find my own plumber. If I had my own plumber why would I need their services?

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a service call for my dishwasher, the technician sent out by the home service club said it could not be repaired. I was told they would replace the dishwasher. I have received numerous emails stating they would send a technician to repair it. I called a case manager and was told they would offer $240.00 to replace it but it cost me $650.00 to replace it through GE. They would not send confirmation that they are replacing the appliance and wanted me to agree to an e-card from Lowes when they said they would provide cash for replacement. Each time we call they say the repair emails are automatically sent and they don't send confirmation emails regarding payment for replacement. They have refused or denied 4 of the 5 claims for service and refused to provide information on how to appeal. The $500.00 was the yearly cost, I have paid 4 payments of $65.00 service fees only to be denied service. I have screenshots of emails but do not know how to attach them in this format.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Filed a claim for a water heater leak on Monday 2/26 "water emergency". Its Friday 3/1 and still no resolution. Called at least 3 times, spoke with a manager, still no resolution. Was told I could pay out of pocket and get reimbursed but the company literally markets on preventing you from paying out of pocket. I cant pay out of pocket which is why I have the warranty. Need a resolution immediately.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased warranty policy (No. *********) and paid extra to cover a Stand alone Freezer. Put a claim in on 1-27-2024 (Claim No. *********) for repair of same. Now 24 days later they state they are still trying to find a technician. They have a reimbursement clause but I refuse to use it since they will not honor that either. I am filing this complaint with you now because I waited 9 months on the last claim and nothing was done until you interceded. Don't want to wait that long again. It turns out that they issue contracts in areas where they have no service providers. Wish there was a way to file a class action to straighten this company out. Paid $2,870 for a warranty policy that isn't any good.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I filed a claim to have the actuator valve for the pool replaced. My home warranty insurance covers pool equipment, including the replacement of the valve actuator; at first, they told me insurance does not cover it; however, it is clearly stated in the contract it is covered. A technician was scheduled to repair the issue, but the technician did not show up as scheduled. I have to request that day off from work and lost wages just to accommodate the schedule of that technician who did not show up. then the company said they couldnt find one so i had had to hire one and get refund, I made multiple calls to request for refund, the company wouldn't and told me they will send me a complimentary check of $150, which don't even cover for the entire fee I paid. I was told it takes 30 business days to process for refund? Is that long enough to release a $150 check? They wouldn't even divulge when the check was released. This company is a scam. I went through all reviews at BBB, and most of them if not almost 100% of the reviews are negative, complaining of the poor customer ********************** from this company. They must get your monthly fee but wouldn't fix any issues, if they do, it will take forever for them to fix them, delay addressing the issues, till you lose your patience.Companies like this that don't stick to values of honesty, integrity, and customer ********************** should not deserve any praise at all.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim to have someone come out and inspect my hot water heater on December 1st. The company responded with an email saying that they received my claim and expect to have somebody dispatched within 24 hours. It's now been 11 days and I haven't heard from them since.When I call they just say that the claim has been expedited and they again expect it to be resolved within 24 hours.When I called today, December 11th, the representative said that there was nothing else he could do to help me and when I asked to speak to a supervisor he pretended like he can no longer hear me anymore and hung up the phone.I've pasted the claim and my policy number below.Thank you for any in all assistance you can provide.****,****************** #******* Policy Number:260528091 Location:*************************************************** Issue Reported:Water Heater

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Talked with representative about policy. They charged my card and I attempted to get refund with the hour of talking to the representative. Had to make 5 total phone calls until I got to the "resolution" ***** was told the would not refund until 1-2 business days. Checked reviews and other customers and this seems to be their scam. Hard to get service on claims if at all and service providers struggle with payment or even resolution of services provided. STAY AWAY if you value your money and time.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up with The Home Service Club on April 20, 2023 and on June 29th, 2023 I filed a Claim # ******* regarding sprinkler system which I paid extra on the policy for and till this day they have Never even sent anyone out after many calls they just said it is still open and hopefully they can find someone, then I did another claim on September 30, 2023 for plumbing in my kitchen sink in which is not working , after not getting anywhere with that Claim I decided to cancel my policy and on the same day they sent me an email saying a technician would becoming out on October 12, 2023 and since the claim was made before the cancelation it was still considered open. On October 12,2023 the technician did not show up and I called the technician Southerlands and his exact words was they are no longer doing business with The Home Service Club, so I call The Home Service Club and they apologized and said they would get a technician they emailed me October 13, 2023 stating that andI called today October 17, 2023 and asked where the technician was and they said since I canceled they would not honor any of my claims.I am only asking for the funds from June - September a total of $448.68 payments that paid to this company and nothing was done.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  on August 16, 2023. I contacted my warranty company. The home service club regarding an issue with my refrigerator. At that time the assigned me a contractor HSC Tech to come out on 23 August, immediately. I called the company HSC trying to reach the office to let them know that would not work for me because I had a funeral that day. I am a Pastor and asked him to call me back to see if we could go ahead and reschedule for a better time for me. I never heard back from the company. I called the warranty company back and asked them to contact the company because they were not responding to me, and of course the company didn't even answer their calls or respond to their emails that they were supposedly sent out to the contractor to contact me. after keeping me on hold for 2 1/2 days I finally had to come back and tell them I wanted it reassigned to someone else and once again they wanted to tell me to give it another 24 hours. I told him absolutely not that I needed to get someone out here to take care of my refrigerator. Then they assigned me to a company **** appliance and once again another company that does not answer calls because they set the appointment again and I went on and moved my schedule around for the 28th from 11 to 3. I told him that I did have a meeting at 2:45 I was trying to get the *** on the company. Finally, they get the company on the phone just to find out that they were common and that was at 230 because they were behind. I asked them then ice is more than let you know I sat here all day waiting for these people to come they're not responded to my calls. They're not answering their phones and I said, and now they tell you they can't come. I told them at this point I didn't want it reassigned we could not do business together and I wanted to refine I paid them $550 for this warranty. even with the company. They still reschedule the appointment for the 31st 11 to 3 and I told them I said no because they offer me 8 to 11. I said perfect. I'll take the 8 to 11, but they need to come out here then a semi the appointment from 11 to 3 and I said I just told you I can't do that appointment on that day. I said I could do the 8 to 11 then they said the company would have to call me back after she spoke with a tech the work that out. I have yet to hear from the company. I have called them and asked them to speak to management. I have yet to be able to speak to management.

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