Home Security of America, Inc.

Review: It is literally impossible to reach the Authorizations Department of this company. My contractor and I have tried for 5 days now and, even after hold times of one hour, cannot reach anyone in this department. This has delayed my repairs on my hvac beginning, right in the middle of the summer heat. While the Customer Service Department is possible to reach, they have no authorization authority. This is really shoddy for a company that advertises itself as a customer focused home warranty company.Desired Settlement: I simply need someone with authorization authority to contact me or my contractor.

Business

Response:

HSA reached out to the vendor on 8/10/15 and left a message and direct line for the vendor to call back with the diagnosis. Once HSA receives this information, the homeowner will be contacted.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Unfortunately, I cannot accept the business' response, as there still continues to be no response. HSA stated to your office on August 10th that they will contact the vendor, the vendor will call back, and the homeowner will be contacted. It has been 8 days since that reply and I have not been contacted.

Review: I submitted a claim on 06/14/2015 for a central a/c not blowing cold air. Today is 08/12/15 and the problem has not been resolved. Part of the problem was the contractor that HSA uses to service central North Carolina, the contractor showed up after two weeks and didn't do basic trouble shooting, he didn't even enter the house, he just went directly into the unit and in a matter of five minutes he assured me that the problem was solved and the unit was going to be blowing cold air within a few hours. Well, it was not fixed. I called HSA and they didn't have anything from the contractor yet. (By the way I had to wait over an hour on hold). It would be funny if it wasn't so frustrating the fact that everyday you call you get the recording saying that they are experiencing "unusual" long hold times. I was told to wait a few days and call back. I kept calling the contractor in the mean time and they were telling me that they had already submitted the diagnosis to HSA. Well, I had to create a new claim online (for the same problem) to see if that got things moving. I called everyday, the same long "unusual" hold times, and I was told by someone there that they were going to contact the contractor. I called the contractor and it was actually the contractor that ended up calling HSA. A contractor came back to my home July (maybe the 16th or 17th) and that contractor said that the problem was a failed compressor (something that the first contractor, with the proper basic trouble shooting and if he had stayed a little long would have probably diagnosed right there the first time). Well, that contractor then said they were going to contact HSA to see if HSA would pay for the Compressor. In the mean time I never stopped calling HSA to see if eventually I was able to speak with a live person. Days went on and no response from anybody. One day I finally spoke with a live person from the authorizations dept for HSA and was told that the contractor did not include the serial # and model # of the compressor. I went ahead and got all the manufacturing info for them. I called them back two days after day and I was told that they were ordering the unit and that they should have it within 3-5 business days. It's been 3 weeks. I am now on hold as I write these lines waiting after being transferred by someone to told me she did not have any notes and could not assist me. Saying that their service is terrible is an understatement. This ordeal has affected my family in many ways. We had to buy window air conditioning units because we were going through a heat wave in North Carolina, our electric bill is significantly higher, . We had gone through a heat wave and had to purchase individual a/c units, so in the end we ended up spending more than if we didn't have a warranty. We have wasted hours on the phone just waiting on hold.Desired Settlement: Expedite and repair or replace consistent with the contract since this is an ongoing problem since 06/14/2015. We have been through a lot because of their lack of customer service and their poor service performance. Please also hold contractor accountable for mistakes that could have at least gotten to the diagnosis and the ordering phases of this process a little sooner. We had gone through a heat wave and had to purchase individual a/c units, so in the end we ended up spending more than if we didn't have a warranty (expensive one by the way).

Business

Response:

HSA apologizes for the delay with the claim and has confirmed with the vendor that the repairs have been completed on 8/14/15.

Review: Working with HSA has been one of the worst experiences ever. My clothes dryer failed and was covered under the warranty. They sent a repair man who said the dryer was between 10-20 years old and needed multiple repairs. He ordered the parts and said they would take approximately 2 more weeks until parts came in. I called HSA to ask for replacement rather than repair since the cost would be over $350. They gave me nothing but hassles and waiting on hold for 35-40 minutes at a time and transferring to people that couldn't or wouldn't help. I finally reached a supervisor after multiple tries calling and emailing and even answering sales calls to them throughout this process. Dave, employee #[redacted], said HSA would not replace my dryer as new dryers would be $800-$1,200...I asked where he came up with those ranges as that was nowhere near the prices I found and he said no, a decision was made regardless of whether or not I liked it. Very rude and disrespectful man. I would never ever recommend doing business with this company...ever!! I want them to honor the promises in a reasonable amount of time. Two weeks to repair a 10-20 year old dryer, rather than replace it is ridiculous, unreasonable and not prudent of them. They should fulfill the promise to replace the dryer as it makes no beneficial sense to me as a customer to have this repair done as I am then still left with an expensively bandaged 10-20 year old dryer...not to mention the hassle of having kids and no dryer for 2+ weeks and a company that says they have no responsibility to the customer in this. They should be compensating me for all the time spent trying to reach them and for having to drive to pay and do laundry elsewhere. I want enough money to replace the 10-20 year old dryer as this is a covered item.Desired Settlement: I want them to replace the dryer with a new one that is comparable asap.

Business

Response:

IF the customer refuses to approve the repairs at this time, HSA can review options with the homeowner as HSA reserves the right to repair or replace. If the homeowner would like an associate to contact him directly, please have them respond to this and HSA will have someone reach out to him.

Business

Response:

The second opinion vendor reported no mechanical failure with the unit. He could see the touch panel and element and checked the drum. Ran tests on the unit and all tested fine and he also replaced the dryer vent. The homeowner no longer has a valid contract with HSA and HSA considers this matter closed.

Consumer

Response:

Worst experience from a customer service standpoint as well as being able to actually use the service. I had to wait over 20 minutes on the phone to talk to someone and they were more concerned with telling me all the things the service doesn't cover rather than how they can help me. They also quoted a $75 deductible then when the service person they sent to me called he said it was $100. HSA representative called me and was extremely rude in telling me the $100 was in the contract and he didn't care about any other conversation that took place. Worst money investment I have ever made!

I would like to first start of by saying that this company is so bad in there service and phone skills. I have just started with this company not even into my second month and I have called them several times and every time I have called I have waited on the phone for at least 1.5 hours for a rep to pick up the phone and help answer my questions. Then finally when you get someone on the phone they don't know any of the answers and have to put you back on hold a few more times. The reason for this complaint is not only to tell people about my experience. I called them to have them come out to fix a few plumbing issuses in my house they send out this company who I think is like a mom and pop which is perfect but the guy comes there with nothing that he needs to fix the problem, then was there for about 30 mins says he needs to run to lowes to pick up what he needs???? really? Then when he returns he says that lowes didn't have what he needed so he has to come back on Tuesday this is now Friday and was going to leave me with no working bathrooms, I was so upset I told him to put the master bathroom back to working order and I will take off another day and wait for you. Tuesday comes and goes no answer from the plumbing company and then when I tried to call hsa I waited on hold on one phone for almost 2 hours before getting disconnected, and the other phone an hour and half and was disconnected also. So the next day I receved a call from the plumbing company saying they would be out on Saturday at around 2pm. Could you imagine if he didn't leave me with a working bathroom? Then he shows up on Tuesday and this is the way he left my bathroom was that the handle was holding on by a tooth pick and he called it finished and said that is all hsa will cover. This company is the worst. Then I called hsa and waited on hold for almost 2.5 hours for a rep to pick up and then when they did she was nasty and I asked her if I could send her pictures of what the plumbing company did she wouldn't let me. so I then asked if they could send out someone different they told me no and said they I have to give this company a call and try and see if I can get them to come back out. I told them that I already spoke to them and they told me that it was fixed correctly and they are finished working. I tried to explain this to the lady on the phone with hsa and she didn't know what to do and put me on hold about 5 times to find out what she should do. On the last time she got back on the phone she told me that a particular department would call me back and I haven't gotten a call back from them it is not almost 6 days later.

Review: I filled a claim for a leaking faucet on Feb 15th 2016 and the plumbing company has tried repeatedly to call HSA for authorization to fix the faucet but has been unable to get the company on the phone. The plumber faxed in the appropriate information for authorization and HSA is saying they still need to know the cause of failure. The plumber is saying the cause of failure is on the form they faxed in but HSA is saying it is not. The plumber has continued to try to reach HSA but has been unable to. HSA told me a week ago that they'd call the plumber for the information they need and the plumber is saying he is not hearing anything. At this point I have tried called HSA to follow up and have been on hold over 30 minutes each attempt. It does not seem that anyone will answer the phone and if someone does they tell me I need to talk with someone in authorization and when I get in that hold que I never seem to get to a person. There is no option for them to call me either, so I am at a loss as to how to get the claim authorized.Desired Settlement: That HSA will call PK Plumbing to get any additional information they need in order to authorize the work to be completed.

Business

Response:

HSA apologizes for the delay in the claim process. HSA has approved the claim for the cost of the chrome builders standard faucet per the terms and conditions of the contract. If the customer would like to proceed further with replacement of that they may contact the vendor @ ###-###-#### to schedule an appointment. If the customer choosed to replace the faucet with the same likeness as they currently have they would need to discuss cost variances with the vendor as well. Thank you.

Review: Upon purchase of our house, a warranty provided by HSA was provided to my wife and I by the sellers of the home. The former home owners solicited and purchased the warranty from HSA, without any request or consent from us, as buyers. Upon expiration of the original service agreement purchased by the former home owners, HSA contacted me by phone to see if I was interested in extending the service another year. At that point, I was reasonably happy with the service, so I told the saleswoman that I would like to extend the service. I no longer find their warranty to be worth the monthly fee they deduct from my bank account, and wish to have the service cancelled. When I contacted HSA to cancel the service, their representatives informed me that their contract states the agreement is not cancelable by either party, at any time. When I was solicited to extend the service, I was not informed of this caveat, nor did I ever receive a written copy of the agreement stating such. I have also never put my signature on any form stating this, as I would never agree to this bindment.Desired Settlement: Stop deducting payments from my bank account immediately, and refund this month's payment prorated to 7/11/14, when I requested the service be stopped.

Business

Response:

The contract was mailed to the property address on 3/19/14. Per the contract, Section H: CANCELLATION, TRANSFER, RENEWAL: The warranty is non-cancelable by either party except for the following: A. The contract fees are not paid. B. Fraud or misrepresentation of facts material to the issuance of this contract. C. If the contract provides coverage for the seller during the listing period and the listing is withdrawn or expires. Should this contract be cancelable under the laws of the state where the contract holder resides, an allowable administrative fee will be charged upon cancellation. There are no state provision that overrides the HSA contract Section H, so the contract cannot be cancelled. The contract has been taken off of auto-renew, so it will expire on 4/24/15.

Review: My refrigerator stopped working and I called HSA on 06/28/2015 to get it repaired as I have insurance with them. Service company came in on 6/30/2015 to check on it and took $100 as a service call charges. Service company called HSA and the repair was approved and HSA said they ordered parts and will arrive in 2 to 3 days. It has been 17 days since my refrigerator stopped working and service company is saying they haven't received parts. I have called multiple time to service company and they keep on saying they haven't received parts and they are having hard time reaching HSA due to more than an hour wait time on call. I myself have tried to call multiple time but it is always more than 1 hour wait time. Since the temperature is over 100 for past couple of days and will stay this for weeks to come, it is a nightmare for me as I don't have cold water to drink and place to store basic food necessity such as milk, egg and so on.Desired Settlement: Since 17 days have already passed and it's not fixed, HSA should replace the refrigerator with new one as soon as possible.

Business

Response:

HSA apologizes for the delay with this claim and will be refunding the homeowner the $100 deductible. The check will be mailed out tomorrow. HSA records show that the parts were delivered to the vendor on 7/8/15 and HSA has left as voicemail with the vendor to contact the homeowner to schedule to repairs.

Review: We received a home warranty as part of the purchase of our house. We attempted to make 2 claims. The first was for an over range microwave that stopped working. HSA sent out a technician to look at the microwave. The service call was scheduled for after 12 pm with no further information about what time. We paid a house sitter to be here to let the tech in. They didn't arrive until 7 pm at night just to confirm that our microwave didn't work for which we had to pay $100. Then began the process of being offered a replacement model valued at $170 with none of the features of our broken model. Hours upon hours of hold time later, we were offered another model valued at $220 with no comparable features. Hours of hold time later, we declined that model. Models similar to ours range from $400-$500. We are waiting to hear about a comparable model.

We also attempted to make a roof claim. We had the issue fixed quickly because of an approaching blizzard. Unfortunately, we didn't realize to make a claim until after the repair. We looked out our window and noticed a damaged portion (displaced shingles) on our roof. The roofer also noticed that our chimney cap was lose. There were no weather conditions that should have caused these problems. The roofer attributed the problem to the fact that the roof is older noticing general wear and nail pops. He noted a damp spot/possibly a small leak on the ceiling in our family room. The warranty company denied our claim saying it was due to storm damage ( the storm was after the repair) and because there wasn't an "active leak". I received no follow up call once my roofer clarified with the company that there was no storm and there was a leak. I spent hours and hours on the phone with an average hold time of 30-40 minutes per call.Desired Settlement: I would like them to reimburse me for my roof repair. I would like them to replace my microwave with a comparable model. I would like them to answer their phones in a reasonable amount of time. I would like to deal with one person to address each claim and be able to call a person back at an extension. I would like an apology for the hairsplitting, back and forth and run around. I would like to be reimbursed for the remainder of my warranty so that I can acquire a warranty with a more honorable company. The home warranty cost approximately $900. The estimated value of my microwave plus installation is $600-700. The roof repair cost $500.

Business

Response:

on 02/08/16 HSA spoke with the customer and review information regarding replacement of the microwave. The customer was to review this information and call HSA back with an update. To date HSA has not received this information.

The roof claim is denied as a not normal wear tear failure per the terms and conditions of the contract and HSA is unable to offer an coverage on that claim. Per contract under Roof Leak: NOT COVERED:condominium or townhouse roofs; leaking of an existing roof that has not been properly installed or attached; damage done by ice, mud, snow orwind and any acts of God; secondary damage from any type of leak or re-roofing of the residence; chimneys, gutters or downspouts, skylight orskylight flashing repairs for leaks or any other damage.

Both failures being reported are not covered. Wind damage and damage to the chimney cap. The contracts are valid for 1 year and are not cancellable in the state of Pennsylvania.

Thank you.

Review: My water heater dead-lined on 6/30/2015. It is the original water heater installed in [redacted]. I leaked from the bottom and is not functioning at all. I have followed HSA's warranty claim instructions very closely and am at the point where I need my service provider to contact HSA for authorization of service. My plumber attempted to do this last night (7/1/2015) and was on hold for over 1.5 hours. He tried again this morning and was put on hold for another hour without even talking to an actual person. Now I am currently on hold with HSA and my wait time is at 46 minutes without even talking to an actual person. It is pretty evident that I am not going to talk to anyone at HSA. All I want is the authorization for my plumber to install a new water heater as I have been without hot water for, going on, three days. The comfort of having HSA since I bought this house in February was always a piece of mind if anything would break. Now that I have actually had to utilize the business for a warranty claim, I have been severely disappointed. over two hours and counting of wait time to talk to a representative is completely unacceptable, especially when it is hindering the installation of a water heater.Desired Settlement: First and foremost, I would like to have my plumber authorized to install the water heater. I would also like to be reimbursed for the water heater and installation. I cannot see why HSA would not cover this water heater replacement. The current one was 27 years old and just didn't have any life left. I think my requests are very subjectively reasonable.

Business

Response:

HSA apologizes for the long hold time. The claim was approved on 7/2/15 at 10:34 AM. and the water heater is being replaced. HSA would need a copy of the paid receipt to process the reimbursement.

Review: I called regarding my AC unit on Sunday 6/14, and was told a vendor would be dispatched. Vendor came to look at the unit on Monday 6/15 and left because unit couldn't be repaired. They needed to call in the authorization to get the unit replaced. I called HSA Tuesday 6/16 to try to get the authorization expedited because we are without air conditioning and have been for 3 days now.

When I called back on 6/16 at 8:00 AM, I was on hold 1 hour and 37 minutes before someone picked up the phone. Then, the guy answering the phone had no clue what to do and wanted to file a new claim. I said no, a claim has already been filed and the vendor needs authorization to complete the repair. He then told me someone in "Authorizations" would call me back -- 4 hours later, no phone call yet.

I have submitted requests online via "Contact Us", faxed a request to their fax number, and left a voice mail in the claims department. No one has bothered to call me back. And we're still without air conditioning.Desired Settlement: I need the authorization to be given so my A/C can be replaced per the vendor and our contract. I need an immediate response.

Business

Response:

HSA apologizes for the long hold times the experienced. The equipment was order on 6/17/15 for pickup by the vendor. The vendor will contact the homeowner to schedule the appointment for installation. The homeowner can also contact the vendor to schedule as well.

Business

Response:

HSA confirmed with the vendor that the repairs were completed on 6/19/15 after hours.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is accurate, but in no way, shape, or form due to HSA's efforts. I called and spoke with two vendors that day -- the one receiving the equipment and the other installing the equipment. I called the first vendor to find out the status of the equipment. When I was told the equipment was in I called and spoke to the dispatched vendor. I let them know the equipment was in and that I would pay additional OT fees to have installed asap. The vendor went out of their way to make it happen, and I'm gratefully appreciative. But, the issue still lies with HSA -- long hold times, and not communicating back in a timely manner. Not when your AC is out in the middle of summer.

Regards,

Review: ac unit not rapair

on may 5th I lester blandon call hsa because my ac unit was not working properly they sand a technician on 5/8-he said that a coil was not working that they needed to order the part so he send the authrization request to hsa on friday 5/9 I been calling and calling to see wen they are going to fix the ac and I get no answer all they say is that is in the authorization department that they cant do anything and they dont know that they looking for the part and they dont know when is going to be fixDesired Settlement: I want hsa to take responsabilitty and fix my ac its been more then ten days since I call temperatures in nevada today are on 100 degress I have a two year old boy and I dont think that is safe for little one

Business

Response:

The vendor is supplying the equipment and will contact homeowner to schedule the install date. The homeowner has been advised of this and has approved the non covered charges.

Review: I was told multiple things but different supervisors, my washer and dryer was covered under my policy but they refused to honor it, and were very disrespectful and unprofessional over the phone including being rude and ignorance, and refused to cover it even though my policy was covered.Desired Settlement: They need to honor the policy and send some one out here to fix it, I even prepay two months ahead for the policy I purchased.

Business

Response:

The contract states the washer and dryer are not covered under the warranty. On page 4 of the contract, number 4: Kitchen Appliances: NOT COVERED: ice maker/crusher and beverage dispensers; drain, condensate line clearing, any failures to the door other than appliance controls located within the door; clocks, knobs, handles, dials, springs, hinges, tubs, liners, baskets, shelves, drains, glass breakage, probes, rotisseries, racks, rollers, light bulbs, lock/key assemblies, buckets, televisions, computer screens or computers that are part of an appliance but do not affect the primary function of the appliance; walk-in freezers; clothes washer and clothes dryer. The washer and dryer coverage is an option that can be purchased at an additional cost. The claim was denied because the washer/ dryer option was not purchased on this contract.

Business

Response:

The washer/dryer option was not purchased for the first year of coverage, which expired on 4/7/14. The washer and dryer claims were filed on 4/5/14, when there was not washer and dryer coverage and the claims were denied. The contract was renewed early on 2/24/14 with the washer and dryer option purchased. However, the renewal did not start until 4/8/14, so the washer and dryer coverage did not start until 4/8/14. The confirmation that the homeowner was sent with the washer/ dryer option added states the inception date of 4/8/14 and the expiration date of 4/7/15.

Consumer

Response:

The washer and dryer broke on the 9th and should have been covered by the policy I paid for.

I purchased a house last year and was told that the house came with a HSA home warranty so I would not have to worry if something broke. I called HSA and was told yes, that if anything broke they would either fix it or replace it. I would only have to pay a $100 deductible. So now my dishwasher is leaking and making some noise. So I call HSA and they say that they will pay for the repair if its covered, if not that I would have to pay for it. I tell them that I was told If something broke they would fix it or replace it. They tell me only if its covered. I tell them that I was told everything is covered. They now say only certain things are covered. When they want you to buy the warranty they say everything is covered. When you want to use it they say everything is not covered. This warranty is a scam.

Customer service at HSA in my experience was slow, negligent, and lacked the basic knowledge required for their job until the claim went through to an escalations team. They set my repairs back by more than a day and gave me the runaround, wasting both my free time and over an hour of my time at work.
I purchased my home with this home warranty included. The refrigerator the sellers left in the home is a commercial refrigerator. It's noisy, but you don't have to open the doors to see what's there and most of the time it's really good at evenly cooling the whole 41 cubic feet of space inside.
I called on Sunday to inquire about repair for my True MFG GDM-41C, which was running erratically (failing to cool sometimes, then dropping down to freezing even at the lowest setting). The basic issue is that without constant monitoring it may either fail to cool for hours and spoil the food or may plunge into freezing temperatures. After waiting about 20 minutes on hold I spoke to the first representative. He took down my information, I made sure I told him the brand and model and specified that it is a commercial refrigerator. I went into detail about this, clarifying that it is a sliding-glass-door beverage refrigerator and the model "GDM" stands for "glass door merchandiser".
I was assured they would take care of the repairs and we discussed the terms. I was told to call Sears, and call them back if Sears couldn't handle it.
Of course in calling Sears they responded they don't service True appliances.
I called back to HSA and waited on hold for about 12 mintues. I advised them Sears had told me they don't service True brand refrigerators. I clarified this was because it is a commercial refrigerator and again I was assured the repairs would be taken care of. I was then told another company would call me in the morning to schedule an appointment.
I got the call for the appointment around 9ish in the morning, and they offered to show up that day. I then clarified the brand and model and they told me nobody had clarified this to them and they couldn't service the refrigerator.
I had to leave my desk at work to call HSA and spent 18 minutes on hold to speak with another representative and explained the situation, again clarifying it is a commercial refrigerator such as you would see in a gas station. She put me on hold to call another service company. After doing so she advised the claim was being handed to an escalations team so they could locate a company to service the refrigerator.
Finally, at 1:20 pm I got a call from another representative at HSA who explained that the escalations team had determined that HSA does not cover commercial refrigerators. She offered to get a service call scheduled anyway, for which I would pay 75 dollars knowing that the answer would simply come down to "Commercial refrigerators are not covered by your home warranty."
That's right, I talked to 3 representatives and clarified to all 3 of them that it is a commercial refrigerator and they all assured me they were taking care of the problem, and then I get a call to tell me they don't cover commercial refrigerators.
I was offered to speak to a supervisor and after waiting 3-4 minutes on hold the supervisor came on the line. She sternly reasserted that the contract would not cover my refrigerator she apologized quite dismissively that multiple representatives "did not pick up on the fact that it was a commercial refrigerator" and seemed to try and stick with this story after I clarified to her that I explicitly informed each person I talked to that it was a commercial refrigerator and not a normal residential unit. She
I am very disappointed in HSA and would not recommend them to anyone due to their negligence in training their employees, and complete dismissal of the costs incurred by me as a direct result of their incompetence.

Review: I have a HSA Home Warranty for my new home for the first year. I had a faucet in a shower that was not allowing hot water to get through. I filed with HSA, they sent a plumber out who identifed a faulty valve and took my $75 deductible. I hadn't heard back from the plumber for a few weeks and called today to get the status. After returning my call with the status of the new valve (has not been ordered) they informed me that HSA denied the claim. Coincidentally right after that phone call HSA emailed me a letter stating "You recently reported a failure to your Water Lines that did not qualify for coverage for the following reason: Failure To Non-Covered Component. However, your positive experience with HSA Home Warranty is our top priority! If you have any questions or concerns regarding your HSA Home Warranty contract visit www.MyHomeWarranty.com or call us at ###-###-####; our highly trained employees are waiting to assist you." I immediately called the number provided, selected the option to ask a question about a current claim and received no answer to the ringing phone until a recording said they were busy, call back later, and did not provide an opportunity to leave a message.

Setting aside the terrible customer service or inability to leave a message, the fact that they are denying this as a claim is fraudulant. A faucet is a basic part of a home, and if it is not covered I don't know what else would be. I am left with the conclusion that HSA, who is well known in the newly purchase home market and has been involved with every home I've bought or sold, is a scam with such limited coverage that they deny most claims and simply take in the premiums without paying when warranty coverage is needed.

I am now left with the options the plumber has provided to have them attempt to repair the part for no additional charge than the $75 I've already paid, or pay for a new $140 part.Desired Settlement: Cover this item and pay any parts and labor above the $75 deductible for a new part to be installed. Contract Number: [redacted]

Business

Response:

The HSA contract clearly states that the faucets/showerheads are not covered under the base plan. On page 4 of the contract, Section E, Number 1: Interior Plumbing System: NOT COVERED: ejector/lift pumps; hose bibs, faucet and shower head assemblies and their respective “Component Parts” including valve for shower/tub diverter, trip levers, tub stopper assembly and sink pop-up assembly; basket strainers, shower base pans, shower enclosures or doors, sinks, tubs, drain tile/French drains, sprinkler systems; water well/cistern or septic systems and components; water softener, water filter/purifier, bidets, failures due to salt, mineral beds or deposits; caulking, grouting, or tiles; lines or parts lying within an unheated area; drain line stoppages caused by roots; HSA is not responsible for installing a clean-out or pulling/re-setting a toilet to access a drain line stoppage; routing through roof vents is not covered. The homeowner was mailed a copy of the contract after the home closed for his review.

This company recommends businesses that have had the Revdex.com accreditation revoked. When asked about using a different company they state that you have to use this company and if they cause more damage or problems, then your case will be reviewed. In the mean time, who knows how much additional problems are being caused.

Review: I have been on hold for one hour and 15 minutes. They are understaffed and do not answer their calls. I guess in just hopes you will give up. I live in [redacted] and have a 2 year old in the house and we have the A/C out and I can not reach them because the do not answer the phone.Desired Settlement: get better customer service

Business

Response:

HSA apologizes for the long hold times. The claim has been approved and is moving forward toward the replacement of the compressor and the homeowner has been advised.

My house came with a very old A/C unit that had trouble cooling even before I moved in. It was serviced immediately and it cooled the house moderately for rest of the year (temperature never got below 72 degrees.) Temperatures this week are going to skyrocket into the 90's! Well, I tried turning on the A/C last week, and it didn't cool at all, so I made a call to the HSA home warranty company and had one of their technicians come out and confirm that the entire system is shot: compressor has gone bad, electrical lines were Melted, there was a leak in the freon tubing inside the machine that leaked onto a condenser coil making that defective, not to mention it wasn't maintained very well by the previous owners.
HSA has agreed to replace the entire unit but will only cover the cost of the compressor, electrical wires and labor of the covered parts only. They are having me pay for everything else including the disposal of the old unit, the new condenser coil (because the unit "clearly wasn't properly maintained and dirty" even though it clearly states in the contract that they will replace parts even if they go bad due to poor maintenance), resizing of the platform, permitting for the new unit, and more! I've read over the predatory contract multiple times both before and after this occurence and the non-covered items are listed, all in various different areas on contract and not specifically in association with central air systems. (how am I supposed to know what metal fabrication and plenum work (listed under LIMITATIONS OF LIABILITY F4 with no mention of A/C units) are and even that it applies to a/c units. The very first line Section A1C1 states "HSA will provide coverage for systems and appliances which malfunction due to lack of maintenance, rust or corrosion if the defect or mechanical failure would have otherwise been covered. HOWEVER F7 of the contract states "coverage does not apply . . . for normal maintenance" issues including Line Bleeding which is applicable in my case.) I've done my research on the company in hindsight and this is a very common practice with HSA.
I asked for the number details. They will pay for about $1283, yet I'm expected to pay around $1450 for a replacement unit that may not even be new. So I called back asking for a check instead because "If I'm going to pay for more than half of the work anyway, I want it to be a system of my choosing and I'd rather purchase a high-efficiency unit." The employee said that he'd have to fill out a form and send it to their "options department" who would research out various different systems and the cost of replacing the parts in those systems. I.E the amount I will get from HSA will be Different than the amount they've already told me they'll cover. The amount may be higher or lower BUT the work must be done by a licensed technician they will approve of and they wont give me any list of technicians or companies they will work with.
I never expected any of this when I bought my home. I was told by my realtor that should any appliances or covered items break, they would be covered and replaced. I wasn't expected to pay more than half of the total. To me, they appear to be a company that is trying to make as much money for themselves as they can by [redacted] well-intentioned home buyers whenever possible.

I am currently a "customer" with HSA warranty. My home had a covered plumbing issue on 3/16/16 that I was promised a partial reimbursement for. The service technician verified the issue and collected his $75 deductible and told me to send the warranty company the receipt for repairs since they do not deal with slab leaks. I did so and called the authorizations department in which they gave me an authorization number for reimbursement. I mailed my receipt to them numerous times via certified mail and email. When I called about the status, they claimed they have no idea what I am talking about. It is now 4/27/16 and I have not received anything. I have mailed numerous letters, emails, and spoke with many representatives. Now I cannot even get through to authorizations because the prompt informs me "The system is having an error." I called back the 1st tier service department and informed them of their issue and all they can do is patch me through to their dead line repeatedly. I am to the point I don't know what to do anymore. I will definitely be moving on to another company if this does not get resolved soon.