Home Security of America, Inc.

Review: I have had an active claim that has not been resolved. The claim date started on May 10. My air conditioner has not been working proper. I have taken all steps to resce this problem and spent hours and hours on the phone trying to get it resolved. HSA has to get in contact with the heating and air company to approve a quote and diagnoses and they have yet to do that. I keep getting told that someone will contact them but it's now going on 3 months and bo resolution. I cannot get a supervisor to contact me back.Desired Settlement: I want a supervisor to contact me and get in touch to get my diagnosis and quote so my AC can get fixed or refund all the money I've paid them Over the past 14 months.

Business

Response:

HSA apologizes for the delay in the claim process. The vendor was contacted by HSA on 8/18/15 and the claim was approved for repair of the a/c unit.

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.

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: 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.

I have had 2 negative experiences with HSA over the 2 years I have held a warranty contract with them. Our washing machine went out and it took over 2 weeks to have it repaired. The machine is so old that it was difficult for the vendor to source parts, but rather than replace the washer, HSA directed the vendor to source parts for repair regardless of the delay. It is very difficult to go wihtout a washing machine for 2 weeks with 2 adults and 2 small children in the home! Recently, our water heater went out. This occured on a Monday and the water heater was not replaced until the following Friday evening at 10:00pm. We did not feel that HSA put any emphasis on the timing of replacement of the water heater. We had to call the vendor ourselves to expedite the process. On top of it, we were required to pay an additional $350 in "modification" charges to create new pipe and valve that would hook up to the new water heater. We paid a total of $600 all in with the deductible, modification charges, disposal and permit. I have replaced a water heater in the past without a warranty coverage and paid on slightly over $600. I have a hard time seeing the value in the warranty program.

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.

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!

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!!

Client phone lines are not adequately staffed. I spend 30-60 minutes on hold before speaking with an agent. I am now on day 20 without a working refrigerator. HSA has Not provided reasonable and timley solutions for this poor service.

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: 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: 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,

Review: I have 4 houses under HSA. They have been sending me emails telling me I need to update my payment information or they will cancel my policies. I went on-line to do so. The passwords do NOT work, the contact HSA does NOT work. I proceeded to call them. They said they had an updated computer system and I had to re-register. I did so. I am computer savvy, but the site will NOT let me re-register since I already have my items registered under my email address...and it will NOT take a new ID. I called them again and they proceeded to tell me they have no IT department and cannot forward me to anyone to fix the problem. They also said I had to give them all my information over the phone - unsecured. I will not do that. I need to do that on line where it is secured. They said if I didn't pay in the next couple weeks that all my contracts will be cancelled! I simply want to go on line and read my contracts...update my payment...print off my contract info for taxes...so everything necessary to do business!!!!!

PLEASE HELP!! I cannot do business and do not want to be threatened that my contracts will be cancelled!!Desired Settlement: simply have them fix their site..and not threaten people for their issues...and HIRE an IT specialist so people do not feel lost!!!! DO THEIR JOB!!!

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. I am writing regarding case number ID [redacted].I was instructed from HSA to re-register my id since their computer site was updated.

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: I have tried to use my home warranty 3 times since I obtained it 8/14. The 2nd time I tried on 12/11/14..I needed to have my holding tank replaced costing $1932.09..I was denied..Everyone I know with a well requires a holding tank...on 3rd occasion 12/29/14..the blower motor in my forced air heater failed.costing $834.87...its clearly covered in my paperwork..I was told some garbage about system being old...and now no one will even respond..It feels that this company is working much harder to ignor its CUSTOMERS rather than fulfill its professional responsibility...I feel that I have completely wasted my money on this companyDesired Settlement: I only ask that they fulfill their part. I am on hook for $100 deductibles and they are responsible for everything else...I did everything I was required to do, contacted plumbing contractors, and paid them in full...

Business

Response:

The claim for the pressure tank was denied because it is not covered under the contract. The only thing that is covered under the well is the water well pump and that is only if the water well pump option is purchase. The homeowner did not purchase this option. As far as the furnace claim, on 2/20/15 HSA left a message for the homeowner to call in to go over the reimbursement amount. HSA will have an authorization associate call the homeowner to discuss.

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: 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: 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: Our air conditioner stopped working on August 20. We contacted HSA, who provided us the name of a service company. A technician arrived and told me we needed a new compressor. HSA contacted me two days late to tell me the repair was approved, that they would pay parts and the majority of the labor costs and told me what my portion of the cost would be. I agreed to the costs and was then told they would ship the parts to the service provider and to expect a call to schedule the repair soon. I also received an email saying the repair was authorized. After a week, I contacted the service provider who told me the parts had not arrived yet. I then contacted HSA, I was told the parts had been shipped, but the customer service rep could not tell me when or to whom, and transferred me to someone who could. After waiting on hold for 45 minutes, I hung up. I contacted the service provider a few days later to ask if they had received the parts, and was told they had not. I called HSA again. After waiting on hold for another 45 minutes, I again hung up. I have tried calling them numerous times and each time had long waits and could not reach anyone. Today, after waiting 30 minutes, I spoke to someone who told me that my claim was in the authorization phase. I told her it was already authorized and that I had been told it had shipped. She said her computer said it was scheduled for pickup, but I had to speak to an authorization specialist and transferred me. I am now on hold again. At this time, I have been on hold again for 20 minutes.Desired Settlement: I want HSA to honor their warranty and their word and send the part they already told me both verbally and in writing that they approved, and I want them to pay the amount of the repair that they agreed to.

Secondarily, they should hire more service reps, so people don't have to sit on the phone for hours, and the person who answers the phone should be able to answer basic questions.

Business

Response:

The estimated time of arrival for the part is 9/14/15/ -9/15/15. HSA apologizes for the delay in the part and based on what HSA found out the delay was from shipment of parts from the distrubtor. The homeowner will be contacted to schedule the repair.

Review: We have had a home warranty contract with HSA for about 5 years. In the beginning, we were pleased with the service overall. We had several warranty claims processed without much trouble. However, in very recent times, the customer service has completely changed... NOT for the better. The most recent experience we had involved scheduling service to our central air. The first problem we encountered was the level of quality of vendors selected by HSA. It seems that many of the vendors assigned to claims have very questionable, if not unfavorable, reputations. The second issue has to do with ABSOLUTELY UNACCEPTABLE hold times when contacting the company by phone. If you want to renew your contract, they can do that almost immediately. However, if you need authorization for a claim (either as a customer or a vendor), you can expect to wait a hour or more. For us, this meant paying our vendor their hourly rate for almost 2 hours just to sit on hold with HSA! When I personally spoke with an HSA rep regarding my disgust with this situation, their only answer was that call volume was high. I absolutely WILL NOT renew this contract and am currently seeking a new warranty with a much more efficient and customer focused company.

We are requesting reimbursement for annual premium (either in full, 664.00, or pro-rated) for our home warranty with Home Security of America (aka HSA). We have voiced our concerns/complaints to HSA directly, but were told that there is no remedy at this time. We understand that our current policy is in effect thru 3/19/16 with no refund available. Given the circumstances, which we consider failure of company to provide the service for which we paid, we request exception to standard contract cancelation policy. We intend to continue pursuing this on behalf of ourselves and the thousands of policy holders and vendors being affected by this company's negligence.Desired Settlement: We are requesting reimbursement for annual premium (either in full, 664.00, or pro-rated) for our home warranty with Home Security of America (aka HSA). We have voiced our concerns/complaints to HSA directly, but were told that there is no remedy at this time. We understand that our current policy is in effect thru 3/19/16 with no refund available. Given the circumstances, which we consider failure of company to provide the service for which we paid, we request exception to standard contract cancelation policy. We intend to continue pursuing this on behalf of ourselves and the thousands of policy holders and vendors being affected by this company's negligence.

Business

Response:

HSA understands the homeowner's frustration and does apologize for the long hold times during the summer months. However, the contract is non-cancellable in the state of Ohio.

Business

Response:

HSA has followed proper procedures for this claim per the terms and conditions of the contract and considers this matter closed.

Consumer

Response: