Home Security of America, Inc.

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:

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: 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.

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.

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.

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: We filed a claim with HSA for a leak in our basement after we take a shower. They sent a plumber to look at the pipes in the basement who determined that we had a back up in the pipes somewhere and the hole that was in the pipe was caused by the drano we used to unclog the drains in the sink, toilet, and tubs eating through. The plumber tried calling HSA to inform them of what he was getting ready to do in the house to repair the issue and was on hold for 30 mins. he was advised to leave, but he also took the $75 which was the deductible we have to pay when work is being done on our home. Later we found out that the plumber submitted the paperwork as if he completed the job and he did nothing. We should not have to pay that deductible for the plumber not doing the job. I did contact HSA and they did nothing about it. I do not think this is right to take the deductible and not complete the job and I want the $75 refunded if HSA is not had to pay out any money to fix our issue with the pipes. if they are not going to cover the claim I want my money back.Desired Settlement: I want the $75 refunded either by cash or check mailed to my house

Business

Response:

Per the HSA contract, the homeowner is responsible for the $75 trade call fee. This is due at the time of service, whether the claim is approved or denied. The $75 covers the technician's trade call fee for their services to come to the home. HSA will not refund the homeowner for the $75 deductible.

My hot water tank started leaking on a Wednesday night. I called HSA at 10:00 p.m. to file the claim. The website said the vendor would be contacted and would call me by the next business day. By 10:00 a.m. the next day I still didn't get a call from anyone. I called both HSA and the vendor. The vendor said they would work to schedule me in and I waited all day for a return phone call. I called HSA back and was told the vendor had 2 days to respond to me. That I just needed to wait. I told HSA that my room was flooding and that I had a very sick child at home. I had already lost one day of work waiting, while my room flooded with a constant river of water. When I questioned HSA about getting another vendor who could respond quicker, I was told I would have pay for overtime and extra charges if I wanted someone out over the weekend. The vendor finally came to my house on Friday afternoon at 1:00 p.m. and said I need a new tank and they would submit the order to HSA for approval. They did not touch anything, nor try to fix anything to stop the water. I called HSA to verify that they received the request from the vendor and was on hold for 47 minutes trying to reach the approval dept. No one answered. I called the main line and was told that the entire dept. was "in training" that day so there was a skeleton crew and I needed to call them back directly and just sit on hold as long as it took. I called back again and sat on hold for another 36 minutes and finally was told that they had not received any information from the vendor yet but they would check and call me back. No call back from HSA or the vendor. I waited all weekend and finally got a hold of the vendor on Monday, who told me my tank had been ordered but they couldn't pick it up or install it until Tuesday at the earliest. My tank was finally installed on Tuesday afternoon. Meanwhile my laundry room was flooded the entire weekend because of the leak in the tank and the unability to shut the water off completely. I went without hot water for 6 days and now have to repaint my entire laundry room floor as all the paint bubbled and peeled off the floor from the constant flood of water for 6 DAYS. Not to mention the items that were destroyed from the flood of water. The amount of time I spent on hold with this claim and the unresponsiveness and non sense of urgency of this company leads me to the decision that I will not be renewing this warranty service when it expires and I would not recommend this company to anyone.

Review: the air conditioner in my condo broke. hsa couldnt find anyone to repair it as no one in [redacted] will deal with them. even the company that fixed the heating last fall would not do the job for them as they were "too busy".

I got permission to find someone and have it fixed and was told I would be reimbursed. when I submitted the bill, just over $1000 USD. It was declined as they said there was a faulty weld on the unit and thats what caused the problem. this was their response: "As for the AC claim its denied due to improper workmanship. Who ever installed the line set or has worked on it in the past has not welded it correctly. Unfortunately the contract doesn't cover for improper workmanship".

my understanding is that the line was set up when the building was constructed eight years ago. We only bought the unit 1 year ago.

Business

Response:

The HSA contract does not cover failures due to improper installation or fault workmanship. The claim denial stands.

Consumer

Response:

This is the absolute worst company for a so-called warranty. I have called three times about three different issues and each time was denied the claim. The first was about flooding in my basement. Was told, "that's structural, we don't cover that." I was also told that the drainage they cover are things like the hose from the washer to a sink. So, the home seller bought a $500 warranty so you can cover a $6 hose.
The second time was for a broken kitchen sink faucet. Was told, "we don't cover faucets, those are optional." I don't know where these people live but faucets being a basic part of plumbing in houses are not exactly optional.
The third time I called, was for a leaking pipe in my shower. They gave me the number of a plumber that I had to call myself and make the appointment. I was also informed that even though this is a home warranty that was purchased for $500, I would have to still pay $75 to the plumber, IF the claim was covered. So after the plumber arrived he called them and then I was contacted by them and once again was told, "we don't cover that, it's the pipe that's attached to the faucet, so that is optional." Are you joking?? You say you cover plumbing but not faucets or any of the pipes attached to the faucets. So in reality...they do not cover plumbing, they do not cover drainage. They cover almost nothing or tiny bits a pieces of things and if anything else is involved it's not covered. This is a complete scam in my opinion especially as a home buyer you don't see the contract when you buy it so you don't know that it's a complete scam. I told them the last time, I will not be contacting them again because there is no point other than me being on hold for 45 minutes to an hour for them to find a way to not cover anything.
The man I spoke with the third time I called, after I waiting 45 minutes on hold was unbelievably rude and unprofessional and kept saying, "it's all detailed in your contract." So I went home and read the 8 point font contract word for word very carefully. This is not a home warranty at all, it's a loophole riddled joke. You actually have to find a loophole to have them cover anything.

Review: HSA refused to honor our warranty. Our furnace has a cracked secondary heat exchanger, a broken drain nipple, a rusted pan (this is a gas furnace), and this past winter, in January, it started making a screaming noise on a bitterly cold Sunday afternoon. Rather than place another online claim, I called HSA. Of course I was on hold 10 minutes. The rep was pleasant enough, but attempted to send the first person back to our home, who was there in August 2014, a month after we bought the house. He took our deductible check, said a part needed to be ordered, and never returned. He cashed the check the same day it was written. Repeated phone calls and emails by both of us went unanswered. To my mind, he is a thief. So I told the HSA rep exactly what I just wrote here, and said this person would under no circumstances be allowed into my home again, find me someone other than a bottom of the barrel contractor. So they sent an acceptable, knowledgeable contractor, who looks at the furnace, and confirms it will need $1200 worth of work to fix. HSA denies the claim. (On what grounds, I would like to know. Who are they to take money and then refuse to honor a contract. This company is disgusting. ) They then sent a letter stating they would not renew our coverage when it expires on July 10,2015. What coverage? They cover nothing, and there is no way I would give this company any of my money. That is my only solace, at least our seller (who I wish a horrible fiery death upon), paid for the contract, not us.Desired Settlement: The furnace needs to be replaced, and HSA should pay for it.

Business

Response:

Per HSA notes in the furnace claim, the service provider stated the collector box is what was failing and this is not a covered component under the HSA contract. The claim was filed and denied in January 2015. The claim denial stands unless the homeowner has a second opinion vendor with a diagnosis that is different and has this submitted to HSA by 7/23/15.

Business

Response:

The check will be mailed out tomorrow, 9/10/15.

Consumer

Response:

As previously stated, I was willing to accept their pittance of a settlement once the check had been deposited and funds are available. The check has now cleared and funds are available, hence this matter is closed. However, HSA is a horrendous company that does not honor contracts. Our only cold comfort is that at least we did not pay for our contract, our seller did, may she rot in hell. When we sell our home in a few years, we will be sure to let our buyer know of the awful experience we had with HSA. We have already let all friends, family, and colleagues know of our experiences in trying to get this company to honor covered parts and hold up their end of a contract. There is no way we would ever shell out $500 for the privilege of being ignored and stolen from by bottom of the barrel contractors, and their office personnel are just as unhelpful.

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: On June 23, 2015, I filed a claim for reimbursement of a home warranty claim. I included the repair invoice with the claim reimbursement request.

I was contacted the week of July 13th by HSA with a request for the vendor information to obtain a diagnosis of the problem. The diagnosis of the problem was included on the invoice. I attempted to contact a HSA claims agent on 7/20, and I have been on hold over 2 hours.

This claim is approaching 30 days old, and we have not reveived payment.Desired Settlement: I would like to receive reimbursement for the claim as well as a credit and/or refund of my policy payment as well as the $75 service charge from the claim. This is the second incident of a similar nature with HSA, and due to long call wait times, I am not able to obtain the payment that I am entitled to from the claim.

Business

Response:

The claim was approved on 7/21/15 and the reimbursement check of $251.43 went out to the homeowner on the same day.

Don't waste your money on buying a warranty with this company, because they don't cover anything. Fraudulant company!

Review: We are now on our 5th service call regarding our refrigerator that has been having problems for months and recently just stopped working. We called HSA and they sent someone out to look at the fridge and they told us they would be back to fix it. We are now going on over a week without a working refrigerator and continue to get the runaround from HSA. We have a [redacted] old at home and another baby on the way and it is unacceptable that we are being told to wait well over a week to get a working fridge, especially sice this is now the fifth service call on this fridge in the past few months.Desired Settlement: At this point I would just like to have the fridge replaced and stop all this dancing around and wasting of my family's time and placing my childrens health at risk with a nonworking refrigerator. I would be glad to go and buy my own fridge and go through a reimbursement from HSA if that will expedite the process. The point is I want the fridge repaired or rplaced once and for all

Business

Response:

HSA offered a replacement unit to the homeowner on 7/9/15 and have not heard back from the homeowner.

Business

Response:

HSA has received the paid invoice and the reimbursement check of $1383.32 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. I am awaiting the check in the mail

Review: I have been battling with this company for a week over a roof leak!

Almost every time I call the hold time can be 2 hours!

I tried calling several times for them to get the roofer here,One time I was told to call on my own,and find a roofer that was licensed!

That's their job....this was a selling point in purchasing my house...having a home warranty!

One manager did return my call...

I have several calls into them wanting a supervisor to call me back and that hasn't happened,from June 30th till today july8,2015

I did get in touch with the roofer that HSA sent here one other time,and he finally came today!

But with battling for a week, why should I even have to pay the. $75 deductible!

Had this been a major roof leak I don't know what we would have done!

I just would like some answers as to why this company doesn't return or answer calls!!

Thank youDesired Settlement: Please have someone from HSA contact me to resolve issues

And also to cover all expenses of work and deductible

Thank you

Business

Response:

HSA will have a service support specialist follow up with the vendor and contact the homeowner to discuss this claim.

Business

Response:

The homeowner spoke with an associate on 8/11/15 and is verifying with the vendor to make sure he repairs were completed. The homeowner will be contacted again.

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 look forward to hearing from HSA...as stated my complaint was against HSA not [redacted]...he is very reliable & honest!!! I would use [redacted] in the future & recommend him!!

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: We recently purchased a home and the purchase included a home warranty from HSA. The refrigerator broke shortly after we moved in so we called HSA to have a technician come out. When the tech looked at the refrigerator, he determined that it needed to be replaced. I called HSA the next day and, after waiting on hold for an hour, spoke to Michelle who told me that the claim was being processed and I should call the next day to find out what amount we are approved for. I called the next evening around 8:00 and spoke to a woman who stated that I could go to eappliances.com to view model #GSE25ETHWW to determine if we wanted that refrigerator. Or, we could purchase a refrigerator ourselves and take a cash out option of $1089.28. We decided we wanted to choose ourselves so we purchased a refrigerator the next day for $1110.00. I called HSA that evening and, after waiting on hold for 30 minutes, I spoke to [redacted] who gave me an approved claim authorization number of #[redacted] and told me I could fax a copy of our receipt or email a pdf of the receipt to [email protected]. The next day, I tried to email the receipt and the web address that was provided is not valid. I went to the HSA Home Page and it also lists [email protected] as the site to send information. I tried multiple times to access this address and it does not exist. I then faxed my receipt and claim number on Feb 3rd and received a confirmation message that the fax went through. I called HSA that afternoon to follow up and sat on hold for 60 minutes before having to hand up. I faxed the receipt and claim information again on Feb 4th. I called HSA on Feb 4th and sat on hold for 75 min. before deciding to hang up. I also called the evening of Feb 4th and was on hold for 45 min. before hanging up. I did research on my own to determine that this company is notorious for the practice of avoiding payment of claims. I'm actually stunned to see they have a "B" rating from the Revdex.com, given the unethical practices they employ. I would like my reimbursement of $1089.28 processed A.S.A.P and expect to be contacted by an HSA representative informing me that the check has been sent. I should also note that eppliances.com did not have any option on their site to enter a model number and they had only 4 models of refrigerators, all of which were dorm room size; obviously another tactic for delaying the claim process. I feel this company should be required to offer VALID email addresses and websites to their customers. The actions of HSA are completely unethical at a minimum!Desired Settlement: Desired Response: I would like my reimbursement of $1089.28 processed A.S.A.P and expect to be contacted by an HSA representative informing me that the check has been sent. I should also note that eppliances.com did not have any option on their site to enter a model number and they had only 4 models of refrigerators, all of which were dorm room size; obviously another tactic for delaying the claim process.

Consumer

Response:

Desired Response: I would like my reimbursement of $1089.28 processed A.S.A.P and expect to be contacted by an HSA representative informing me that the check has been sent. I should also note that eppliances.com did not have any option on their site to enter a model number and they had only 4 models of refrigerators, all of which were dorm room size; obviously another tactic for delaying the claim process.

Business

Response:

HSA apologizes for the long hold times in our peak time. The claim has been approved and reimbursement was paid out on 02-10-16 for $ 1089.28 for the refrigerator claim. Thank you.

This is by far the WORST customer service experience I have ever had! The hardest part is actually getting through to someone to talk to! Each time our Vendor or myself have tried to call we have been on hold a minimum of 45 minutes or longer....much longer. We submitted our plumbing claim on 7/8/2015, and to date it is still not done! When I was finally able to get a hold of HSA they told me that $400 of the total cost would not be covered because they do not cover duct work needing to be removed to repair the problem! The time that I have waited to get my claim taken care of is just plain unacceptable! Nothing but a headache, and lost time sitting on the phone waiting!

Review: My home was under warranty with HSA. I've had several issues receiving reimbursement for services/repairs. I sent in several bills in March and again In April and May for the same services received in March. There were a few things in those bills that I knew would not be covered, but most should have been. I have received no reimbursement and no explanation for denials. I understand the routing of the drain tile is not covered and didn't expect reimbursemnt for that, but the other plumbing issues, toilet issues and electrical issues should have been reimbursed. I used a reputable company [redacted] in Kenosha and was authorized by [redacted] at HSA to use another company instead of Affordable Plumbing as I had previous issues with them. Please help me to get this settled. My contract with them has since expired so I will have no further billing with them for repairs, but these were all still within the contract period. Thank you for you helpDesired Settlement: A reimbursement of the services/repairs that I have already paid for.

Business

Response:

The drain routing claims were denied due to the pipe needed to be cut and replaced to remedy the blockage. HSA only covers drain line routing with rotary machinery and HSA did advise the homeowner of this. On the toilet claim, this claim was denied due it was an unauthorized repair or replacement as the technician did not call prior to repairs being completed. Per the contract, This notification includes the requirement that we have the opportunity to speak with the service contractor prior to the implementation of any repairs. Failure to do so may result in our denial of reimbursement for the expenses you incurred.

Business

Response:

The homeowner filed the claim online and was referred an affiliated vendor. There is no record that the homeowner called back to let HSA know that she wanted to use her own vendor. HSA received the invoice for the repairs were done and HSA did not have the opportunity to speak with the technician prior to repairs being done. This denial stands due to unauthorized repair or replacement.

Review: In August 2015 I closed on a condo [redacted] and the closing agreement including a home service warranty plan with HSA home warranty. In November 2015 I put in a claim for a drain issue to be resolved and the service request was approved but HSA denied to correct the problem but wanted me to pay $75 deductible for one of their vendors to come out to the property and do nothing. The vendor which was P&K plumbing indicated that they have problems with HSA and they never answer the phone to discuss whether or not they will give the ok to do the job. The vendor stayed at my address for about 20 min. trying to get them on the phone to no avail. The plumber also indicated that he could not wait until the contract has ended with HSA because they never want to pay out, deny claims for customers, and they were such a huge hassle to work with. I later received an email indicating that the service request was approved. I immediately contacted the vendor and they indicated that the request was denied. I contacted HSA and they stated just because I received the service request approval letter does not mean that claim was approved and I would still be responsible for the $75 deductible just for the vendor coming out without any work being performed by them and my contract would be put on hold meaning I would not be able to make any additional claims. I later contacted HSA and told them that I would like to cancel this contract because of my dissatisfaction with the company and requested a refund so that I could locate another home warranty plan. The customer service employee, Stephanie, indicated that the contract could not be cancelled and no refund could be issued. I wondered if others had been taken advantage of by this company before and according to a number of reviews of HSA and its practice I am not the first customer they have mistreated. This company has had many complaints against them.Desired Settlement: I would like a full refund of the contract price from HSA home warranty

Business

Response:

HSA apologizes for the delays in the hold times during our peak time. The claim was filed as a drain line leaking but the problem was with the tub faucet leaking thru the trip lever of the tub. It was missing a screw. The tub faucet is part of faucet coverage under the terms and conditions of the contract as the customers contract does not have faucet coverage so the claim was denied. The service call approval letter was emailed to the customer as HSA did pay the service provider the $75.00 service call trade fee to come out to the home on behalf of the customer. The customers contract is not cancellable in the state of Missouri. Thank you.

Consumer

Response:

HSA refuses to deny the claim but never really looked at the root cause of the problem. Despite the vendor stating a screw was missing the down stairs ceiling received substantial damage which would have been caused by greater than a missing screw. I am not asking HSA to fix the ceiling I'm asking for them to get to the root cause of the leak and repair it or return the money paid for the warranty!

Business

Response:

HSA apologizes for the customers experience. The failure is with the trip lever on the tub. This part falls under faucet coverage for which the customer does not have coverage on. HSA is not able to offer any coverage for the failure and HSA contract also does not cover secondary coverage's as well. The customer would need to file a claim with their home owners insurance for the water damages. Thank you.

Review: We purchased a house in 2013. The inspection revealed that our furnace was fully operational but near the end of its useful life. At the suggestion of the realtors and the inspector, we purchased a home warranty from HSA which covers repair and/or replacement of the furnace. In January 2014, the furnace stopped heating our home to adequate temperature and will not surpass the 56-62 range. Its cold in our house. We submitted a claim and HSA sent a service person out. We have had many encounters with the service technician, and he cannot determine what is wrong with the furnace. The first visit he said that a sensor needed cleaning, and that the dirty sensor was preventing the furnace from "going to stage two". That didn't help. The second visit he said that it was a faulty sensor and so he replaced the sensor. That didn't help. The third visit he said there was nothing wrong with our furnace according to his diagnostic equipment, and that we should replace the filters. We replaced the filters, and that didn't help. The service technician is stumped, agrees something is wrong, but has run out of ideas. It is clear that he thinks it should be replaced, but he won't actually say that for fear of recourse from HSA. He mentioned that replacement by HSA will not occur unless we complain a LOT. We have placed several calls to HSA demanding repair or replacement of the equipment. They refuse to replace the equipment, and they are telling us there is nothing wrong with the furnace, that its cold outside, and that everyone is having the same problem since its a cold winter. It was as if they knew nothing about our claim but were reading from a "denial of coverage" script. This has been going on for over three weeks and we're cold. If not resolved soon I'm going to hire my own HVAC company to replace the equipment and then I am going to file a lawsuit against HSA for reimbursement.Desired Settlement: Repair or replace the equipment immediately.

Business

Response:

HSA has dispatched a different service provider to come out and look at the furnace for the homeowner. An associate from HSA has contacted the homeowner and advised of this. The technician will call HSA once they have the diagnosis of the failure.

Consumer

Response:

We have lost complete faith in HSA's willingness to honorably handle our claim. Our claim was first made in January 2014, and it remains unresolved at the end of April 2014. It’s been a very cold winter for my family. I wish I would have followed my instincts three months ago, and replaced the furnace without HSA's involvement so that we could have been comfortable in our home during the cold winter.

Regardless, I recently replaced our broken TRANE 2 stage 80% efficient furnace with an identical (albeit newer) TRANE 2 stage 80% efficient furnace. A copy of the paid invoice is attached. The total cost was $3825.00. Demand is hereby made for immediate reimbursement from HSA in the amount of $3825.00. Assuming we do not receive payment of that amount prior to April 30, 2014, we are moving forward with the lawsuit that we already anticipate needing to file.

In HSA's response to our prior communication, HSA argues the following ridiculous points:

1.) That HSA has not been dishonest.

2.) That HSA is unable to purchase from TRANE.

3.) That our TRANE 80% efficiency down flow two stage furnace is “like kind” with a Carrier 95% efficient furnace.

First and foremost, HSA has absolutely been dishonest. HSA strong-armed its HVAC vendor into lying about the unavailability of 80% efficient furnaces. That vendor repeatedly stated that 80% efficient furnaces are no longer available on the market. As we later learned, the TRANE 2 stage 80% efficient furnace is widely available, fits perfectly in our furnace closet, and our local TRANE vendor was able to locate and install a suitable unit within 48 hours of my call - - without any modifications whatsoever. We believe that all of the HVAC vendors sent by HSA over the past four months have, at the request of HSA, been less than truthful. There has always been this attitude of “don’t get us in trouble with HSA” when we demanded clear answers from the vendors.

Second, the statement that HSA is unable to purchase from TRANE cannot be correct. Did HSA mean to say that HSA is unwilling to purchase from TRANE or unable? I can’t imagine a scenario where a TRANE dealer (such as the company that I hired) wouldn’t take HSA’s money. What is the legal basis for HSA’s statement that it cannot purchase from TRANE?

Third, the TRANE 2 stage 80% efficient furnace is not “like kind” with a Carrier 95% efficient furnace. HSA’s HVAC vendor (the vendor that lied to us about the unavailability of 80% efficient furnaces) already told us that he couldn’t install the Carrier 95% efficient furnace picked out by HSA. He said it simply wouldn’t work without an extraordinary amount of modifications to our house, and that my only option would be to have him build something custom (an 80% efficient furnace). Regardless, paragraph D.2 of the attached warranty requires HSA to replace systems with those having comparable features, capacity and efficiency. A 95% efficient furnace is obviously not comparable to an 80% efficient furnace, and it’s unreasonable for HSA to choose such an incompatible product for the purpose of saving money by causing us to incur extreme modification costs.

In summary, I’m sure HSA would argue that a $50 space heater would cover their contractual obligations to my family. I disagree. In this case, the only thing that will cover HSA’s contractual obligations would be replacement of our TRANE 2 stage 80% efficient furnace with a TRANE 2 stage 80% efficient furnace. I’m prepared to argue that point in court. I’m also prepared to take the depositions of all of the HVAC vendors and all of the relevant HSA employees to determine the extent of their untruthfulness over the past four months.

Business

Response:

HSA discussed the matter and believes it reached a resolution to this matter with the customer. HSA has just contacted the consumer to verify this matter has been settled.