Homesure

Description of Work: In May 2016, i purchased a home warranty contract from TotalProtect Home Warranty Services because it was a program through my bank, Pentagon Federal Credit Union. I wanted to include coverage for my pool. I was told that the pool coverage had to be purchased separately as an addendum to my primary warranty, but it could not be added until the primary warranty was created. Thus, I could not add the pool on the same day that I was purchasing the warranty. However, the representative told me that he would go ahead and take my credit card number and then add the pool on the following day. He told he that he would personally call me back if there was an issue. I did not hear from him; so I assumed that the pool was added. In July 2016, as I was reviewing my credit card statements I noticed that I had never been charged for the pool contract. I called TotalProtect and paid in full for the pool warranty on 7/25/2016. Since my home warranty started in May 2016 and the pool started in July 2016, the company said that the home warranty would automatically renew in July 2017 unless I cancelled; therefore, there was no problem with the pool warranty being two months off from the home warranty. Today, July 5, 2017, I called to placed a claim for my pool filter. Fortunately, this was the first time I needed to use the warranty. When I called, I was told that the entire contract, home and pool, was cancelled on 7/26/16 due to non-payment. I pulled out my credit card statement from July 2016 to verify that I paid the pool contract in full, $240. The representative told me that on 7/26/16, the bank rejected the transaction. Well, I have the credit card statement in front of me. The representative told me that there was nothing I could do and that even if I sent in copies of my cc. statement they would not refund my $240 because their system showed that the bank rejected it. I called my credit card company and due to the date of the transaction, I could only file a dispute for $40. I paid $240 for a service that I didn't have even though i didn't know I didn't have it. And because their system shows that my bank rejected the $240 transaction, they would not accept my evidence or investigate any error in accounting on their part.

Description of Work: My microwave failed. they repaired it once at a cost of $106, in addition to the $600 annual contract fee. when the $1,000 microwave failed again, they refused to repair it and offered me $300 in lieu of repair.

Description of Work: Although no services were performed, there was a contract for one year after we bought our home. Homesure of Virginia, Inc, is rated as UNSATISFACTORY by the BBB. Had I known this before we bought our home, we would not have purchased this contract. We did have to contact the company through their 800 number due to a potential problem, and their computer response system gave us a claim number and a contact number for the assigned contractor. After researching both HMS and the assigned contractor on the web, I fixed the problem myself and decided to save the $100 deductible.