Home Service Club Samantha Brooks Home Service Club Warranty Scam New York New York

Last July I purchased a home in Florida and thought it would be a good idea to get a home warranty. I purchased one from the Home Service Club in New York. Four months after purchasing the warranty my central air stopped cooling. I called the HSC and they sent someone out. The technician they sent replaced a capacitor and I paid my copay of $125.00. The total bill was $281.00. Two weeks ago my HVAC unit stopped cooling again. I called the Home Service Club and they again sent someone out from Blue Star Air Conditioning to look at it. The technician said it had a Freon leak and that it would cost more money to locate the leak than it was worth because it would have to be taken apart to locate the leak and the unit is 20 years old. He submitted his report to HSC and I called a day later to follow up. First I was told that my claim was in the review department. I explained that I needed this expedited because it was 100 degrees out and the house was inhabitable. The customer service representative that I spoke with then said she would look it over. After about 10 minutes she took me off hold and said that HSC would not cover the replacement because it had corroded lines and a rusted coil. She said this is not covered. I asked her where she got this information because the technician never told me this and it wasn’t in his report. She said it was in his report. I told her she was lying because I had a copy of it.

After arguing with her for 30 minutes she said she would call the owner of Blue Star. Of course I didn’t believe her because I am a retired detective sergeant and I could tell from speaking with her that she was giving me the run around. She sounded as if she was reading off a script. I asked her for a 3 way call with the owner of Blue Star and she said she wasn’t authorized to do this. I asked for a manager and wasn’t allowed to speak with one. I asked to speak with the legal department and she said this could only be done in writing. After getting nowhere I called the owner of Blue Star myself. I explained what happened and he said there was no rust or corrosion. I knew this because I saw the unit and offered to send pictures to HSC but again this was rebuffed. I was called back a half hour later and told by the same customer service representative that she just got off the phone with the owner. This was another blatant lie. I had just got off the phone with him seconds before she called and he said he hadn’t spoken with anyone from HSC. I again asked for a 3 way call with him to prove she was lying but again she wouldn’t let me. She kept offering me a “good will” payment of $800.00 towards a new AC.

Now, I know a new A/C unit costs between $4000-5000.00. This “good will” gesture is a scam. I read all the complaints from Ripoff.com, BBB, Consumeraffairs.com, Their Facebook page and others. Not only was this a joke but after catching the representative in so many lies I didn’t trust that she wouldn’t make a deal with the repair company to bump the price up to cover the $800.00. I told her I would contact an attorney because I could see I wasn’t getting anywhere. Then she said she was noting that I refused the “good will” offer. Are you kidding me? How do they get away with this stuff? The unit has absolutely no rust or corrosion and she made the entire story up from New York when I was in Florida. I called another HVAC company out and he looked at it. He said the same thing. It has a slow leak and he couldn’t find it therefore I am having him replace it. I can’t go weeks without an AC in Florida, especially in July!!!.

I also filed a report with the NY consumer complaints division (#14561). It will cost me more money to fight this company than it will cost to replace the unit. I am sure they know this and count on people to give up. Not me. I will fight this until the very end and put this story all over the internet until I get satisfaction. I read numerous complaints online for the same thing. The NY Attorney General’s office should file fraud charges against the Home Service Club. Prove it the old fashion way and set them up. Watch how they try to wiggle their way out of paying your claim. I smell a class action suit coming. Just a few days ago I got the following two emails from Samantha Brooks at HSC. She must have taken over the claim. She sent me some clause from one of the pages showing that they don’t cover line sets or pre existing conditions. First of all, I don’t think she know what a line set is. Second, they couldn’t determine where the leak was coming from therefore her argument is not valid. Lastly, concerning the pre existing condition she obviously didn't see that HSC sent a service gut out to fix it in November! Did he say there was rust or corrosion? NOOOOOO. This company is a scam.

Buyer Beware!! Email from Samantha Brooks Hi Joseph, I have attached a copy of your contract for your contract. Also, please see below which is pasted from the same contract. From Page 3 , Section D:" Examples of not covered: conditions that existed prior to Agreement effective date; lack of routine care and maintenance; misuse; and rust and/or corrosion. “Domestic-grade” items are those that were manufactured and marketed solely for installation and use in a residential family dwelling. The covered item will be deemed to have been in “proper operating condition” on the Agreement effective date if it was correctly located within the home, was fully connected, was capable of successfully performing all operations commensurate with the manufacturer’s original design intention and specifications, and did not pose any hazard to life or property. 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." From Page , Section E2:" NOT COVERED: Humidifiers and electronic air cleaners; secondary condensate drain pans, pumps, and lines; filters (including electronic/electrostatic and deionizing filter systems); heat recovery unit; interconnecting refrigerant (Freon) gas lines/line sets(external of the equipment); panels and/or cabinetry; roof jacks or stands; asbestos insulated piping; outside or underground piping; recapture/reclaim/disposal of refrigerant (Freon); stopped up drain lines; structural components; geothermal piping; humidifiers; zone control systems; flues and vents; well pumps; well pump components for geothermal and/or water source heat pump; water pumps and lines (external of the condenser unit); remote controls; wall units (except as noted above); crane charges; legally mandated diagnostic testing when replacing heating or cooling equipment; window units; mismatched systems; water cooling towers; noise; general maintenance and cleaning; gas systems, including ammonia systems; and chillers, chiller components, water lines, chilled water systems; are not covered." As per the contract, rust and/or corrosion and line sets are not subject to coverage. Our records also indicate that we did offer a good will courtesy. However, you have refused it. Should you have any questions, you or your attorney may contact me at the below extension. Warm Regards, -Samantha And a 2nd One Hi Joseph, Thank you for your email. Your system is clearly pre existing and has rust/corrosion.

The only other thing I could think of is if you want to submit any maintenance records, I can resubmit it for review. We do not cover line sets or replacements necessitated due to bad line sets. Two large and unrelated leaks on a rusted system take an extremely long time develop, manifest, and leak out. Running a system in such condition puts a strain on the compressor and this is not a service that we provide. We are strictly a home warranty company and don't provide home insurance or home improvement. Also, the agent did speak with the technician exactly when she said she did. False and fraudulent complaints and statements are taken very seriously and are handled accordingly. Again, you may provide maintenance/repair records for further review. Should you have any questions, feel free to contact me at the below extension.