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Complaint Details
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Initial Complaint
06/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Per the sales pitch and membership brochure, claims are to be paid out in a timely manner. Customers are free to select their own vendors and submit receipts for reimbursement. I have uploaded two claims. On both claims, invoices and contractor reports were submitted. Both have gone unacknowledged and unpaid for well over 6 weeks. You can no longer call anyone at HomeMembership, and they do not respond to email inquiries or voice messages. I'd like a full refund of my purchase price of $995.00 for the membership, as it would seem this entire operation is fraudulent. I've attached the screenshot showing the two claims with no status update. I'm happy to provide the receipts for both claims and the reports, as well as the receipt from my original purchase of this fraudulent membership. Please advise as to what additional documentation you might require.Business response
06/14/2022
Dear Member,
I have looked extensively into your account and the issues with non-response. Our data management software held your account in pending status upon issuance, which is why our member success representative was not receiving your claim invoices. We have immediately reached out to our software team to address the issue so this does not occur again. I want to apologize for the situation at hand and would be glad to return your total purchase price for your inconvenience.
Regards, **** ******** / *****Initial Complaint
05/26/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 5/17/22 my hot water heater would not heat. On 5/18/22 I contacted Home membership who I purchased a home warranty with during the purchase of my home in August 2021. A represent I've from ********* ******** arrived the next day around noon to inspect the water heater. He advised that because of the age of the heater it would need to be replaced but it would take about 3 weeks to get to it. I advised him that my mother had just been released from the hospital 3 days prior and that I needed hot water sooner. Minutes after his departure a representative from ********* ******** called to give me the cost for the replacement and she explained that Michael should have not quoted 3 weeks to me because he has nothing to do with billing. She told me that it would be $1875 to replace the unit and that I would be responsible for $875. They would be able to install on the 20th We had already been 2 days without hot water and I wanted to see if I could get someone to install one on the immediately. I made a couples of calls and was able to set up a same day installment with ****** ********. I sent the invoice to home member as the warranty instructed and I immediately received an email from them saying that they would not Reimburse me because I did not get prior authorization from them to get my own contractor. ****** was even cheaper than what they quoted me. I read the warranty and I failed to find where that is stated in the contract. Futhermore, I think I should be able to choose who does the work. This was the first time I've had to use it and they have ripped me off! I can have the warranty printer off or email it as it is very lenghty. Below I have tried to send you a copy.Business response
05/31/2022
Hello and thank you for your review. We sincerely apologize for any misunderstanding in your coverage with HM. We have pasted the email below that the claims department sent to you once we received diagnosis from the service provider.
Again, we appreciate you being a valued member but our terms and conditions clearly state in section C To Request Service, #4 We require you to contact us so we may have the opportunity to select an Independent Contractor to perform the service. We will not reimburse you for services performed by your own contractor without prior authorization.
You did not receive authorization from HM for the replacement of your water heater out of the HM Network and as far as we knew it was scheduled to be completed by the provider who it was authorized for replacement with.
We also think is important to clarify to the readers of the BBB complaint that you successfully filed and had an HVAC repair made just 4 days prior to the water heater claim. We are very glad that the AC repair was made quickly and without any out of pocket expenses on your end by one of our in network service providers.
Thank you for your membership and for your understanding.Initial Complaint
09/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In June of this year I purchased a home warranty through HomeMembership. In July the circuit board of my refrigerator failed and we filed a claim. They sent a company out who stated the refrigerator could not be fixed due to the part needed being discontinued. HomeMembership would not replace our refrigerator and instead paid us for a repair that cannot be completed. On 7/18 my AC failed in the 90 degree heat. Their offices were closed until 7/20 and I was unable to file a claim and had a company come out to repair the issue, when presented with the invoice during their operating hours they refused to pay for the repair due to me not having prior authorization. Since they were closed I was not able to reach anyone and couldn’t allow ** ******** and animals to continue being in a home that was over 90 degrees. Their business practices are horrendousBusiness response
09/22/2021
This is the message that was sent from our company to the client regarding this issue.
*****,
We apologize for any confusion on this claim. We did check the account and show we accepted the receipt you sent for after hour services and informed you we would review to see if we could refund any amount for you. The company terms and conditions that are given to all our members relay that we will not reimburse claims that did not go through us first with approval to contact an out of network provider. For weekend after hour claims on emergency HVAC, we offer hotel stay reimbursement coverage that can be used for these situations (this information is in the contract we give our members). The receipt and claim have been reviewed and we will reimburse it minus the after-hour fee. As stated, this is not a situation covered under our warranty, but we do like to go above and beyond if we can, to help our members. Thank you for giving us the opportunity to review and resolve the issue for you. If you can withdraw your complaint from the BBB as being positively resolved for you, we would appreciate it. The check will be mailed today.
Best regards,
****** ******
HomeMembershipCustomer response
09/22/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** ******
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Contact Information
133 Evergreen Rd Ste 203
Louisville, KY 40243-1484
Business hours
Today,8:30 AM - 5:30 PM
MMonday | 8:30 AM - 5:30 PM |
---|---|
TTuesday | 8:30 AM - 5:30 PM |
WWednesday | 8:30 AM - 5:30 PM |
ThThursday | 8:30 AM - 5:30 PM |
FFriday | 8:30 AM - 5:30 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.