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Home Security of America, Inc.

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Reviews Home Security of America, Inc.

Home Security of America, Inc. Reviews (2068)

We had our hot water heater go out on us and decided to utilize the home warrant from HSA Home Warranty that came with the purchase of our house.
Water heaters can be replaced next day by any reputable heating / plumbing company. HSA proceeded to make it as difficult a process as necessary. You have to use their designated company. The designated company has to make an appointment with you. They come out, diagnose the issue and then have to call HSA back...and when they call HSA back, they have 2+ hr wait times. HSA then has to create an authorization and contact you to make sure you approve it. Fortunately for me, I didn't wait for them to call me. Once approved, they will send the hot water heater (2 - 4 business days). Only when I made an emotional appeal (I have a 2 yr old and 6 month old) to the 3rd or 4th person I talked to at HSA did they tell me I had a cash out option ($1,331). I took that option and had the hot water heater replaced the next day - 6 days after I initially called. If I had waited I was looking at another 4 - 5 days...so in total 10 - 11 days to get a vital system like a hot water heater replaced. Utterly ridiculous.
Which brings me to the next part of the equation...getting reimbursed the money they promised you with the cash out option. I sent my invoice in on March 10 to the email address I was instructed to send it. I was told I would receive a check in 21 days. On April 7th when I still had not received the check, I called again. This time I was told they had moved to a new system, which may have caused why I did not receive the check. Further, they said I would receive it in 10 days. It is now April 19th. I have not received the check. The person I am talking to has no record of a check going out in the system...I've been on the phone for 30+ minutes trying to find someone who can expedite a check to be sent. Again, utterly ridiculous.
I don't know who should investigate these companies, but it seems to me they rely on people not following up and take those funds as profit. Pretty shameful.

Realtors use a home warrantee, like HSA, as a way to make you feel better about a home purchase. Once you need to use the policy you quickly learn how the quality of what you would expect is not what you get. My carrier furnace was deemed by HSA's contractor that it needed to be replaced. They won't tell you the price of the new furnace but they will tell you that he new furnace won't be a carrier it will be one of their lessor brands(read cheaper). Oh, you also have to cover the miscellaneous costs(read fine print). The contractor said to replace my carrier furnace with a like furnace the cost would be about $4400. But I would be responsible for $1000 of that cost to cover permits, drain lines, duct work etc. Now HSA is saying that I won't be getting a Carrier furnace but some off brand (read lower cost to HSA). When some realtors tells You your getting a home warrantee..,it's nothing more than a sales tactic where companies like HSA can make money.

Review: I have a HSA home warrantee and have recently needed it to fix my microwave, HSA web page directs you to do the service set up through there web site and I did that, I was then sent a service company to call and schedule the appointment (Sears Appliances).

I was only able to state on the HSA site that the Microwave would not heat, but I had 2 issues and informed the Service company on our call, the second issue was a broken door handle and was told no problem.. turn out that the handle is no longer being made but sears did get the micro wave to heat and told me to call HSA back about the handle.. As I called HSA back (and waited for 31 minutes on hold) I was then informed that a broken handle is not normal "wear and tare" and that they don't cover his .. the issue is if I knew that I could not get the handle repaired I would not have spent the 75.00$ to fix a microwave that I now need a screwdriver to wedge open the door.. the Operator I spoke with at HSA basically told me it was my fault for not "directly calling in" to HSA and I mad a mistake by using there on-line system that the web site steers you to use .. so now I'm out 75.00 in addition to the home warranty cost and still have a broken over the range microwave that I need to spend another 400.00 + dollars to replace.. shame on me for doing it the way HSA would prefer me to submit a claim!!Desired Settlement: I would like to at least get my 75.00 returned for a repair that fixed a product the would still be broken, but I believe I should be sending a check to replace the un-fixable product, is what a warrantee company should do!

Business

Response:

HSA apologizes for the customers experience and will service gesture the refund of the $75.00 service call trade fee. This will be payable on March 10, 2016. Thank you.

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 satisfactory to me.

Regards,

Business

Response:

HSA apologizes for the customers experience. HSA will reissue the $75.00 refund. Thank you

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 satisfactory to me. how will this credit get issued to me?

Regards,

I recently left a negative review regarding the wait times to speak with a customer service representative. The review was accurate, but I was told this is something they are working on... we'll see. In the interest of fairness, I thought I would share a better story. When replacing a ceiling fan I was quoted a maximum allowance for the fan of $337 only to have someone call back a week later and tell me, after I had already purchased a fan, that my maximum allowance was actually $94. I asked to speak with a supervisor, who was able to pull the phone call and correctly honored what I was told in the first place, and the information I based my purchase on. It seems odd that I should be surprised by the outcome, as this is the correct was to do business.

Review: First I discovered that I had no hot water on 11/28/15 in the evening so I myself thought that was weird and thought the pilot light should not just go out so I checked it and it was not lit so I proceeded to light the pilot and it would not light. So I filled out a claim form on the businesses website and when I was finished I received a response back stating that I should here from the company they used in about 2hrs and that if I don't I should call them and follow up, but the response I received also stated that if the company is not open on the weekend that you would not here from them until there next business day. So I was okay with that I thought I would be okay until Monday 11/30/15 without hot water and heat. Waited for a couple of hours and did not here from the company so I followed up with them and the person that answered the phone was rude and didn't have time to help me because she had 60 calls that were waiting for her and she wouldn't guarantee that she could even get somebody out until Thursday 12/3/15 I stated that was not acceptable she said call your insurance company. So I proceeded to do so after holding for 30mins a person came on the phone and stated he understood my situation and that he did have another company he could notify he went as far as trying to call this company but he was not able to get anybody on the phone so he put the order in and said you will have to wait a couple of hours before you will here anything so I wait and here nothing, so I call to follow up the gentleman that answered the phone was very nice and understanding and he new what it was like not to have hot water and he apologized but he stated he would not be able to get somebody out to me until Thursday 12/3/15 between 11-2pm I informed him that was not acceptable and he apologized and stated he doesn't like turning away business but his hands were tied. So off to calling insurance again and held on hold for probably about 2hrs someone finally picks up the phone and I explain that I have called several times today and that I am not a happy customer and that I have had this insurance for 3yrs and this is the first time I had to use it and I get no help and I am sorry , I asked if there was another company we could try and she said no that we only have 2 companies that work with your typed of problem she stated that they could do an escalation search but that would take up to 24 hours before I would here anything on if they could find somebody that could come out before Thursday I stated again this is not acceptable have you never been without hot water and heat and I am thinking to myself that god this didn't happen in the middle of winter. The lady on the phone said well you could find somebody on your own but they have to be certified and they would have to call before anything was authorized I said okay I can do that so I call one company and my first company and they say oh well we can get somebody out there this afternoon mind you now that it is going on 2:30pm I was astatic when the lady said she could get somebody out there today so I asked if they were certified and if they could talk to my insurance company she stated sure I asked there method of payment and they did not take what I had but would do it for me this one time I am thinking wow this is customer service so the repairman gets to my home and spends about an hour at my home and just before he gets ready to leave I said can you talk with my insurance company he stated sure so I call the phone # the insurance gave me to call I was on hold for an hour and got disconnected had to call back and held on for 2 more hours the repairman states I have to go I said I understood and he gave me his phone so the insurance company could call him thank god all he did was tighten a wire I can't even imagine if I actually had to have a part replaced so after holding for 2 hours a lady comes on the line and looks up my account I stated to her that the repairman had to leave because he could wait for the hours I have been on hold and explained to her that I had the repairman phone # so they could call him she stated to me we don't call repairman I said what you expect a repairmen to wait around for hours before you answer the phone she stated well I do know it is about a 45 min wait to get authorization after she said that I said that I was done that I wanted to speak with a supervisor she put me on hold and after holding for 30min I got hung up on. So now I have to call again this time very nice lady comes on the phone and looks at my account and says I will get you over to a supervisor so I speak with a supervisor and he asked for the repairman phone # the name of the company and he asked if minded holding while I call the repairman I said okay supervisor comes back on line stated the repairman was not near the paperwork and that they could talk tomorrow morning. I was okay with that now mind you I have a $75.00 deductible that I am responsible for and the repairman that came out was $168.00 so I asked if the insurance if they would refund my deductible as well and the supervisor said well I have your refund approved minus your deductible and I stated I think I should be refunded my deductible after all I had to go through to get a repairman to come to my house the supervisor Stated for me to fax over my paper work and he would see if they would approve for my deductible to be refunded. I received a call this afternoon from the supervisor who stated that he received all my information and that my request for my deductible was not going to be refunded. I said okay and here I am filing a complaint with the Revdex.com because I really didn't think refunding my deductible was to much to ask for after the poor service I received.Desired Settlement: I would like for my deductible to be refunded and for the insurance company to improve on there holding times and possibly get more then two companies for problems that they can refer there customers to so that don't have the same problem I experienced.

Business

Response:

HSA apologizes for the long hold times in our peak time. The customer did file a claim on line on a Saturday 11/30/2015 @ 7:27 pm after normal business hours as a non emergency claim. The Vendor would be contacting the customer on the next business day to schedule an appointment on Monday 11/30/2015. When it was brought to HSA's attention that the HSA affiliated vendors were not able to meet the needs of the claim within a 48 hour business window, HSA gave the customer authorized choice to move forward with them locating someone sooner to get out to the home to obtain a diagnosis of the water heater to determine coverage. HSA received the diagnosis on 12/01/2015 and made full approval less the customers $75.00 deductible. This is within standard guidelines per the terms and conditions of the contract and the deductible would apply against the claim and would not be refunded.

Business

Response:

HSA apologizes for the customers experience and will as a service gesture refund back the $75.00 deductible. Payment will be made 12/9/2015.

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 satisfactory to me.

Regards,

I can honestly say that I have never dealt with a worse company in my life! They are literally impossible to get in touch with by phone, they say by email that they will get back to you in 48 hours and then you wait over a week and have to try to contact them again. For every claim, they spring not covered or it was an option that wasn't selected or some other reason.
I do not understand how a company that has had over 463 complaints can possibly rate a B!! I thought that the Revdex.com was to protect people from companies like this.
If your realator recommends this company.......say no!!

Review: Claim was filed 03 July with HSA for a broken air conditioner. They approved a replacement of the system shortly after. Ever since, we have been given excuse after excuse as to why they haven't shipped one. We've heard compatibility issues, backlog at the distributor so they're switching. We have been told three separate times that the unit was shipped and it would arrive in 3-5 days. When we call back after that time, we get another excuse.Desired Settlement: For HSA to ship the air conditioning unit and follow through.

Business

Response:

HSA apologizes for the delay with the claim. HSA has already paid for the equipment as the equipment was already received by the vendor. The next step would have been the vendor would have called the customer directly to schedule the installation.

Review: On Friday evening, March 11th I turned my heat pump unit on to cool as the weather was heating up. I immediately noticed it was just blowing out ambient temperature air. I immediately filed an online claim with HSA, as the unit is under a warranty I purchased with them. I called HSA on Saturday to ensure my claim was noted since nobody likes to sleepy sweaty and they assured me one of their technician companies would contact me Monday morning. Due to scheduling the technician didn't make it to my house until the 16th of March. He found my unit to be completely unserviceable and submitted his report to HSA. On Friday the 18th, I received a call from HSA saying they were going to replace my unit and asking for a verbal agreement to pay out of pocket for costs not assassinated with my contract to which I agreed. I was then told the unit would be purchased immediately and arrive at the technician company in 3-5 business days. By March 28th the unit had not arrived. I called the technician company and asked if they had any awareness or ability to track the inbound unit. They said no, that I would have to call HSA to get that info. I called HSA and talked to someone who I told my issue and then transferred me to their purchasing department where I remained on hold for over 45 minutes and eventually had to go to work and hung up. I called the next day and told a different customer service agent my problem and they transferred me to the same line where I remained on hold for 30 minutes before giving up. At this point I knew I was being given the run around. I called again the next day and told the agent not to transfer me and again told them my problem. This agent assured me that they had no tracking information, that the technitcian company did, and she would have to research and call me back to tell me the hold up. Needless to say she never called back. So I called the technitcian company and they assured me they had no record of the shipment inbound, and it is not in their interest to give me a run around and HSA was probably the culprit. On the 31st I called HSA again and demanded an answer and refused to be transferred. I was put on hold and 15 minutes later told that the order had been misplaced during the company changing systems and the replacement unit had never been ordered at all. After apologizing the agent assured me he hand delivered my case to the purchasing department and the unit would be bought that day and arrive in 3-5 business days at the technitcian company. He also said their system wasn't meched to be able to send me tracking information but the technitcian company could get that info. It is now April 13th and the unit has not arrived. I called the technitcian company again and they assured me they would call once the unit arrives and that they don't receive tracking info, as it is HSA that orders the parts and ships them to the company, thereby noting HSA has the tracking information. It has been over a month since I first filed a claim.Desired Settlement: First off, I want my heat pump unit replaced ASAP with an equivalent system. The unit is covered in my HSA contract and the reason I have the warranty at all. Based on the timeline they told me, it should have been delivered and able to be installed by 27 March.

Second, I want some form of compensation, either in the form of a refund or a discount on my heat pump claim. HSA has clearly given me the run around and not upheld their end of the contract.

Third, I want HSA to implement the ability to track their parts or replacement units that they ship to their technitcian companies. Besides being able to see the timeline, it would allow customers to see what unit or parts have been ordered in regards to their claims. I have had no information on the replacement unit they selected (if they selected one at all) but if their unit reflects my dealings with them so far, it will be inferior to the one it is replacing.

Business

Response:

Full system was approved for replacement and equipment was delivered to the service provider on 4/20/16. Thank you

Consumer

Response:

I spoke with a rep from HSA home warranty late last week to try and get the status of the heat pump unit. After waiting on hold for a spell, I was informed it had been delivered to the technician company, which was confirmed after calling the tech company. So that is a win. I'm still displeased with the whole ordeal though and how much longer it took to get the unit than what they said. Had this happened in the summer and I'd needed the air conditioning, I'd have been in an uncooled house for about 6 weeks instead of the 3-5 business days they said when I was first informed that they'd be replacing the unit. Their lack of ability to effectively track shipments to the companies they use was very frustrating. They need to be better is the bottom line.Thanks!

Review: 1. I can't get in touch with anyone. Their website is down. The answering service hangs up automatically during the call. We have a leak in our roof that needs to be fixed, and I can't contact anyone.

2. This is the second time we've called about the roof, and they are not willing to cover any roof repair, which is clearly covered in our home warranty.Desired Settlement: I want them to cover fixing our roof, so it stops leaking.

Business

Response:

After further review, the claim does not qualify for coverage as the failure is not due to normal wear and tear per the terms and conditions of the contract. The failure was due to ice damming and the water freezing underneath the shingles causing the failure.Under the not covered section it clearly states failures caused by ice, snow, mud etc are not coverable. Thank you

We have been customers of HSA twice (not that we had a choice) anyway in our first house that we purchased the warranty came with the home for 1 year. We used it maybe three times, but let us tell you… getting someone to make the repairs was not easy. Sometimes the company had no one to perform the work, and allowed us to go outside and hire someone else. In all situations we had to pay out of pocket and try to get reimbursed, which was always difficult. If you call the company you get an annoying man saying we are extremely busy and apologize for the problem… your wait is less then 25 minutes. (Is not our time valuable?) Anyway that was a few years ago. Fast forward to today 9/16/15. We bought a new home and you know it… it came with a home warranty and once again the same company HSA. Can I tell you this company is poor on customer service and they make if very difficult to submit claims by saying that is not covered. We had a authorized repair, paid out of pocket (once again) submitted the claim on 8/4/15 and they still have not sent us a check. Tried to call to see what the hold up was and I was on hold, and heard the same message from three years ago. " Your wait will be less then 25min" of course I waited 33 min when a gentleman answered the phone. I pushed the correct number #1 to check on a claim, but that did not seem to matter, The guy said he had to transfer me to another depart. Guess what… I got that crappy message, stating my wait would be less than 25 min. If you could another company with a better reputation I would recommend it!

Review: I called in last week for service, was told I had the service on my stand up freezer. They sent someone out. Then turns out I didn't have coverage for a freezer. They reviewed my sign up tapes and say I elected seven star and washer dryer. Which I did. Because my flyer says refrigerator and a home freezer is covered under 7 star. They say it not its elective. But it's not an elective option on my brother or their new one. They say because I didn't ask I don't have it and they won't honor it. But they will cover my repair up to $75 for their mistake but I owe more then that! They are false advertising and refuse to stand up for it.Desired Settlement: Have my repair covered and service added to my exzisting contract.

Business

Response:

HSA apologizes for the customers experience and our mistake for dispatching a vendor for an item that is not coverable. HSA did reimburse the customer for the $75.00 service call trade fee that was paid the vendor for our error. HSA is not able to offer coverage on the freezer as the customer would have needed to bu additional coverage for the item to have potential coverage for any repairs. Thank you.

Review: I have been waiting for my washing machine to be fixed. It's been six weeks.

I had a few vendors stop by - USA Services and then two Sears technicians: February 22 & March 2. The

tech tried to reach HSA and no response after twenty minutes.Desired Settlement: Either fix the washer or replace the machine.

Business

Response:

HSA has approved for the repairs of the washer thru Sears. HSA will also approve as a service gesture for the second man to remove the unit in order to perform the repairs. Thank you.

Review: I have HSA home warranty for my home, and I filed a claim for the costs of repairing central air conditioner on July 24, 2015. I got the authorization from Home Security of America, Inc for finding a vendor because HSA home warranty can't find one. I paid the vendor for the repair directly. To get the reimbursement, I faxed the invoice and vendor's contact information for this repair on July 24, 2015. I gave Home Security of America, Inc four phone calls and wanted to ask them the status of claim process, but each time the representative transferred my calls to another department and let me hold for about 1 hour and nobody to pick up the phone. I also sent an email to Home Security of America, Inc about the status of claim process on July 31, also haven't gotten any response (I was supposed to be contacted within 48 hours.).

It looks like Home Security of America, Inc doesn't like to response clients' requests, I also would like to get my money for rest of home warranty back.Desired Settlement: (1) Get the the reimbursement for the costs of repairing central air conditioner.

(2) Get money for rest of home warranty back.

Business

Response:

HSA has received the invoice and an associate is contacting the vendor for further information. Once HSA receives information, the homeowner will be contacted.

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 satisfactory to me.

Regards,

Review: After filing a claim 3 weeks ago regarding my air conditioner which doesn't work I waited on hold for 95 minutes to speak to an authorization person before finally giving up. I was then told that to fix the unit I would be required to pay $504 of the charges. They are replacing parts on a fifteen year old air conditioner and requiring me to pay to have the units duct work refitted to accommodate the new parts to avoid having to replace the whole unit. I was told by cust. Abc rep j(Janine) that the company has to make money somehow!!!Desired Settlement: I am appalled at the wait time here. Was told that I may have to wait 2.5 hours to speak to someone. I think the total cost of repairs they want to do is more than the cost of replacing the unit.

Business

Response:

The failure is with the evaporator coil, which is located inside the furnace. HSA only approved for the component part that as failing. HSA will not approve to replace the furnace, as it is not failing at this claim.

Business

Response:

HSA apologizes for the longer than normal hold times for authorization during their busy time of the year. As a customer service gesture, HSA is refunding the $75 deductible to the homeowner and the check will be mailed out tomorrow.

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 satisfactory to me.

Review: Per the HSA company advertised and verbal policies, I was required to have multiple additional opinions regarding a repair need at my home to determine if the repair need was covered under my plan. I am due reimbursement in the amount of $65.00 when HSA instructed me to find another vendor to diagnose the problem and was told if the issue was the pool motor and not underground electrical, the pool motor would be replaced under the warranty and I would be reimbursed for the additional required diagnoses and the pool motor repair. I submitted both receipts in early June 2015 and was finally reimbursed for one of those, but not the other which was $65.00. I also reported a pool leak almost immediately following the pool motor repair, and after almost a month of numerous contacts and hours on the phone I was finally told they had no vendor of their own to send out and I'd have to find one myself, pay out of my pocket, and then submit the invoice so that I could be reimbursed my money. It has been more than 3 months since I submitted that information and once again, I have sent numerous emails and have spent hours on the phone trying to get my money reimbursed but all I get is the runaround. HSA informed me in August 2015 they had inadvertently send my reimbursement to the vendor and that they would have that payment refunded and a check sent to me. It has been two more months and I still have no reimbursement. HSA owes me $217.04; part of this is now from 4 months ago and part is from 3 months ago.Desired Settlement: I need my $217.04 that was promised. HSA required me to pay the money up front and guaranteed reimbursement but it has been 4 months and 3 months and still nothing. I'd like my money immediately, this whole thing has cost me hours and hours and hours of emails and holding on the phone.

Business

Response:

HSA contacted the vendor on 10/26/15 to verify and they have not called HSA back. HSA will reach out to them again today. HSA never received the invoice for the $65 the homeowner paid to [redacted]. Please attach that invoice in PDF form for HSA to review,

Consumer

Response:

Review: We had a backed up drain pipe in our basement that caused sewage to seep into our basement. We discovered it in the evening and the smell and sewage was clearly a health hazard. We called HSA first, following their policy. They approved emergency services for us. We called a plumber who came out and fixed our pipe from 11:30 pm to 3:00 am. We called HSA before and after the plumber did his work. The plumber charged us $554.00 for cable mainline from cleanout in basement to main sewer. The service fee was $189.00. Tax was $40.87, and the total was $783.87 due that night. The plumber does not charge for camera service - they do that for their own warranty. HSA did not warn us about cameraing not being covered. But the plumber charged $554. 00 solely for his cleanout of the mainline and did not charge for the camera. The plumber confirmed this for us multiple times. HSA would not listen to us and refunded us $399.00 less than we should have gotten. The plumber told them (at 3:00 am when he was exhausted and wanted to go home) $399.00 would be the cost for cameraing alone, but he did not charge us for it. He tried to call HSA but could not get through to them. We spent over 7 hours total on hold with HSA over several days. They told us multiple times they would call the plumber to verify our information, but they never did. They paid us $309.87 (after our deductible of $75 was taken out), which is $399.00 less than we should be getting.Desired Settlement: HSA pays us the remaining $399.00 they owe us.

Business

Response:

HSA is maintaining the denial of the charges for the cameraing of the line per the terms and conditions of the contract. HSA pulled, reviewed and allowed the homeowner to listen to the call between the technician and authorization associate.

Consumer

Response:

Review: Always 'on hold' minimum 40-90 minutes B4 talk to human. Today waited 90min. Cannot get claim addressed. Cant email, IM or snail mail.

Website useless

Need excessive amount of time to call them, because always on hold about 1 hour. A/C broke, filed claim -5/18/15. Sent tech out, first avail. was 5/26/15. Didn't show. Second one said he'd submit report and I would hear result so he could come back and fix. Never heard. Tried to call 4 different times, each with excess of 40min hold time. One call 6/10/15, 1 hour and 3 minutes on hold. Had to hang up, can't wait that long. I work full-time. This is impossible. Finally got through today after holding 90 minutes (it's my day off). They have no report from technician. I have been waiting to hear for no reason. Waited on hold some more until they (Judy, employee) called tech, and now Judy called me back. Now Judy tells me to get a second opinion and have THAT technician contact them with report.

HOW CAN TECHNICIAN CONTACT THEM IF THEY HAVE TO WAIT ON HOLD FOR 90-120 MINUTES? How can I have time to keep calling and checking up 90-120-150 minutes every time I call? A/C still doesn't work. 93 degrees today, 6/12/15. Daughter and I both have asthma. We are noticing breathing diff.

I will have to pay "second opinion" technician.

I have already paid their tech $100 to come out the first time-for nothing. And, they still may not cover my claim.

Their website is useless, you cannot get updates on it, just 'pending' status if you have a claim and get a claim number with instructions to CALL THEM. Good luck with that.

There is not IM or email from website.

Judy tells me they are hiring more people for call center in Cross Plains, WI.

I looked on HSA's website. They are hiring 3.

Customer Service Associate- Call Center- posted 5/29/15.

Authorizer I and Authorizer II (I think that's what Judy does). But these "authorizer"s do not have heating and cooling licenses (I asked Judy if she had this, she does not),

so they are authorizing claims from technicians without the proper training.

Or should I say they are DENYING claims without the proper training.

So MY EXPERIENCE:

the call center (horribly staffed during business hours), the 'authorizers' (not sure how they decide how to APPROVE OR DENY CLAIM WITHOUT KNOWLEDGE OF THE EQUIPMENT),

is all a big racket, fraud. "they are hiring people" 3. What a joke.

They never pay any claims, just get customers to sign up for warranties, customers pay technicians $100 deductible to come out and look at problem but do nothing, technicians never file report.

Authorizers never work up the claim or follow-up or check on it.

Then ask if you want to renew your warranty for another year.

All the while you sit at home with broken appliances and call them and sit on hold for hours without talking to a person. What fools we are!!!Desired Settlement: Hire some people to ANSWER YOUR PHONE.

Update your website to actually GIVE SOME INFORMATION as an alternative to calling.

ASSIGN a customer a claims adjuster once they have filed claim, so they have someone to call who knows their claim.

Stop denying claims, especially by people who are not trained to do so, and pay them in a timely manner.

Get technicians to stop telling customer that HSA will contact them about claim, because they DONT.

Business

Response:

HSA apologizes for the lengthy hold times that the homeowner has experienced. The claim was denied due to faulty workmanship/improper installation as the homeowner replaced the thermostat causing fuses to blow and has potentially damaged other component parts of the unit. Per the terms and conditions of the HSA contract, HSA does not cover faulty workmanship/improper installation whether performed by the homeowner or a licensed technician. The claim denial stands.

Consumer

Response:

What about the fact that I have been without A/C for 1 month waiting to hear from HSA.

I could have had this fixed and paid for on my own a long time ago had I known they were denying my claim. They never contacted me with the denial. I had to repeatedly call them and the only reason I finally got a response is because I complained to the Revdex.com.

They told me on 6/12/15 that a manager would be contacting me by phone after 4PM EST on 6/15/15 to discuss my complaint. I never got a call.

Instead I got a call on 6/16/15 at 3:15PM (I was still at work) from HSA. Guess what? It wasn't a manager. It was their SALES DEPARTMENT trying to get me to RENEW MY WARRANTY for another year.

I told the guy "You're joking, right?".

He didn't know what to say. He later apologized for calling, said he hadn't read all the notes about the previous week in my file and about all my complaints and he should not have called me.

They sure have enough staff in their SALES departments. People get calls when they don't even WANT them. But when they PLAN to return a call (like for my complaint), the call never comes.

No, I don't accept HSA's response. My A/C STILL is out. I have another company coming today to look at it. Judy told me I needed a second opinion to resubmit the claim. That was probably a lie too. From the sounds of HSA's response, they won't consider a second opinion and even if I waste more time on hold and waste a technician's time calling them, they will deny the claim.

All they do is deny claims. They never pay claims.

This is the third claim I have made with them in 1 year, and the third time they have not paid a claim.

It's quite a profitable business for them if they get to collect annual renewals and never pay any claims. And they don't spend any money on staff to staff the call centers or claims review centers. They only staff the SALES DEPARTMENT.

I think people have a right to know how

unethical this company is.

They take your money. They steal your time.

They cause you a great amount of frustration.

They offer false hope and you pay their technicians $100 deductibles to come out so they can further deny your claims.

Watch out. Beware! Avoid!

Business

Response:

The homeowner can have her second opinion technician call the vendor hotline at ###-###-#### to submit his findings and HSA will review the claim at that time.

Review: First I am A Vetnam Veteran and I bought a house last july16 when I move in and it was bought threw the VA in which I had to pay the VA inspector $400.00 to inspect the house and they apporved the loan. When I put on the Aircondition water was comming threw the cealing. It was the drip pqan under the condesor it was rotted away I called HSA and they sent a man to fix it which I was sattisfy with. But the man who fix it said my thermostat in the house was elligal beause it had mercury in it so he replace it with a new one in Augest. Well over the last four months my electricty bill has been over $400.00. So I called Parhump Valley elc to send a man up to check the meter and he said it was the outside air condition unit outside the house. I called HSA and they sent a air condition man to the house to inspect it .An he said that the man who put in the thermostat put in the wrong one. And the it was not the right one for the unit outside. Now HSA will not pay to have the right one put in because they said is was a pryexsitting condition. They told the first man to put in the new thermostat not me they are the ones who sent the man to my house I did not chose him they chose him and they won:t pay to fix the problem so my electric bill will always be around $400.00 a Month till I caan get it fix right. IN witch I don;t have the money I Live on socical security and my retirement. This company makes probley Millions of dollars a year a couple of hundred dollars is not going to hurt them.But 2 or 3 hundred really puts a hurt on me. and I would like to know how the VA inspector approved this house when the unit in the atic was leakingDesired Settlement: To fix the air condition right the way it is suppose to work.

Business

Response:

On the 8/11/13, the original thermostat was failing and technician replaced thermostat with like quality. Later the system was failing again and HSA was notified that the original thermostat was not compatible with the heat pump that was replaced before the HSA contract was in force. HSA cannot take back the initial cost the thermostat replacement, but the contract does not cover to modify or upgrade the thermostat to make it compatible with the existing heat pump system, which is about one to three years old.

Review: We called HSA about our leaking rooftop AC unit in January 2015. They sent multiple contractors out who gave us the runaround for months and one contractor who even attempted to extort us by demanding we use them for another service before they would do the necessary eval of our AC unit. It was finally concluded after 7 months that the unit needed to be replaced. We have waited over a month and then HSA ordered the wrong unit for the ceiling after having the contractor remove the old unit. So now my family is without AC in the middle of a 95 degree heatwave in [redacted]. My wife is [redacted] pregnant and my son is [redacted] old, and we are without any type of cooling for our home. HSA cannot provide any kind of timetable for resolution of this matter. I paid over $2,000 in additional costs to complete the installation that has yet to happen.Desired Settlement: Replace the unit ASAP and make it a priority since we have waited over 9months to achieve some sort of resolution. HSA should also be responsible for the cost of the crane to install the unit as I paid for it the first time and due to HSA's lack of attention detail in ordering the incorrect part we will need to have them come out a second time

Business

Response:

The equipment has been ordered and has to be transferred in as it is not stock locally. HSA spoke with the vendor today and there will be no other out of pocket expenses for the homeowner.

Consumer

Response:

Their customer service hotline is ABHORRENT! You cannot speak with anyone for 30-45 minutes minimum and if you happen to miss their call, they don't leave any direct number, so you just wait it out. It's an unbelievable waste of time to work with this company. I don't know if there are other options out there, but I would most definitely explore them.

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Description: Home Warranty Plans, Insurance - Homeowners, Insurance Services, All Other Insurance Related Activities (NAICS: 524298)

Address: 921 Morreene Rd Ste 210, Durham, North Carolina, United States, 27705-4478

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www.yourpru.com

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