Home Security of America, Inc.

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:

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: 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 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: 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

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!

On Tuesday (February 24th) my well pump quit on me. I called HSA to have it fixed under my home warranty. The first vendor that they chose for me never called me, and when I called them they stated they couldn't make it out until Saturday. I told them that wasn't going to work, and that I would call the warranty company back. After another 30-45 minutes of being on hold, I was told to hold while the rep contacted the vendor. 20 minutes on hold, the rep came back on the phone and told me that the vendor "told you he would be there Thursday and you hung up on him"-LIES! I told the rep that was not correct, and went through it all again with him. He said that since they would be there Thursday, I had to wait for them. Mind you, it's February, and the temperatures drop below freezing at night...no water, no flow through the pipes, pipes freeze, when water is then reintroduce, pipes can burst. Not to mention, I can't flush the toilets without water...and I'm a woman...who has womanly things going on right now. EMERGENCY! After arguing politely, and sometimes not so politely with the rep, I was transferred to a supervisor who called a few diferent vendors and found one that could come out Wednesday (February 25th)...this was better than nothing.
It's now Wednesday (February 25th) and the vendor has come to my house, determined my problem, taken my check for my $75 deductible, and left. They have called me back twice stating that they are trying to get a hold of HSA to get approval for the cost of the fix so that they can begin the 1-2 process of replacing my well pump...a $1,500 cost, at minimum. (Sounds a little inflated, but that's between the vendor and the warranty company, as far as I'm concerned.) The vendor states that they have been disconnected twice now once connected to a rep at HSA. So, I am now on hold...36 minutes in...to find out what the heck is going on, and how I can get these people an approval so they can get me some dang water to flush my toilets, and wash my dishes, and take a shower.
I still don't have a resolution from them to either be happy or mad about...but the last two days of trying to deal with them has left me in a terrible mood!
I will not be renewing with this company.

This is the worst customer service I ever experienced. After reading the other 57 negative customers reviews I'm even more upset, since it's clear that we're all going through the exact same misaerable experience trying to get a person to at least tells us the status of our claims. My AC unit is damaged and it's been almost two weeks without hearing from them. Same thing than everyone else; I call every day, hanging on the phone 20, 30, up to 40 minutes at a time while I commute to work. The few times I was lucky to connect through, I'm deflected to another department with a 20 or 30 minutes sentence. Usually I hang up in the end. So, no AC in the middle of the Summer, with 2 little kids and a senior person living at home. If anything bad happens, I'll sue them!

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!

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

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.

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.

Very disappointing customer service interaction with HSA. They fixed our water heater a few months ago based on the home warranty we purchased. The same water heater just broker again and we called in to file a claim. We were on hold for 44 minutes until someone answered. The 1st Customer Service employee never apologized and was unapologetic. The 2nd Customer Service employee was also unapologetic until I brought up the hold time multiple times. They notified me that a service technician couldn't come out for 24 hours even though it was an appliance that they just recently fixed.

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: 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: This is my second complaint about this company and how they are not honoring their warranty contract. Our AC broke this time after running. They setup a technician who took over 5 days to visit my home while AC not working in Summer heat. The Technician made a false statement of "pre-existing condition" and HSA would deny the claim. An HVAC technician is not a Material Science Engineer and made claim of corrosion on a working unit. HSA and I setup a second opinion and they partnered me up with HVAC contractor that was so busy they wouldnt even schedule me for 2 business days. I requested another HVAC contractor, a third. They scheduled a second opinion with this 3rd company and they claimed differently. To make matters worse, I had also shared with HSA the maintenance records and home inspection that reported NO ISSUES with AC. The AC unit worked for the previous owners. HSA continued to deny claim despite second opinion and free and clear maintenance records. Now I am 2 weeks without HVAC in my new home and with a warranty that does not serve its purpose.Desired Settlement: At this point any contribution to a NEW AC system is justified. HSA is denying me despite all the documentation.

Business

Response:

After further review, the claim was denied as a preexisting condition. The contract only covers for failures when the contract has been in force. Our Marketing division offered to cover for the repairs as a service gesture to assist the customer. 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,

Review: I purchased a HSA warranty in May of 2013 on the recommendation of my mother-in-law who just used her HSA to replace a broken washing machine. I placed my order over the phone and I know I specifically requested washer/dryer coverage and I also asked for the additional swimming pool coverage. When my washing machine stopped working properly I called to make a claim on Dec. 11 and I was told I do not have the coverage for waher/dryer. I then wanted to cancel the entire policy because I knew they were being deceptive with policy coverage and I was told that I cannot cancel in the state of Ohio, I have to keep paying for a product that is not what I signed up for. I fix my washer myself and call back to add the washer/dryer coverage just in case something else happens and since I have to keep the policy until May anyway thinking it will be a prorated 5 month amount and I can add it to my monthly payment. I am told at first I cannot add it and then told I can but I have to pay all $70 now and send proof of my washer repair. The tone was full of mistrust and accusation I actually did not fix my previous problem even though I still feel like they should have covered it since I know I signed up for washer/dryer in the beginning. I just want what I thought I was supposed to be getting and others to beware.Desired Settlement: I would like to get the washer dryer/coverage for the remaining of my coverage term, at a minimum at the prorated amount and be able to spread it over the monthly payments. I also would not like to be accused of not fixing my original problem which I know will come next if there is a future claim.

Business

Response:

HSA has reviewed the records of when the warranty was enrolled and the washer/dryer option was not added at that time. The only option that was added at time of enrollment was the swimming pool. HSA made an exception and has advised the homeowner that we would add the washer/dryer coverage now instead of waiting until renewal time as normal procedure, but this particular claim on the washer would not be covered. HSA also advised the homeowner to please send in an invoice showing the current failure with the washer was repaired. HSA needs this documentation to prevent any future questions on the washer and when the

washer/dryer coverage was added.

Consumer

Response:

Review: When we resigned our renewal agreement, we specifically asked about the vacuum system.

We were told at that time, without any hesitation that it would be covered.

Now that we renewed, the story changes. Without the power head working the system does not work.

This will be reported to the Revdex.com as fraudulent misrepresentation of coverage.Desired Settlement: HSA to honor their advertising claims that they stated over the phone during the renewal process.

Business

Response:

The HSA contract does cover the central vacuum system, however the contract states, "HSA will provide home protection coverage for authorized repair or replacement of “Component Parts” mentioned as covered in accordance with the terms and conditions of this contract that fail due to “Operational Failure” HSA will cover “Loss” so long as the “Component Parts" are properly installed throughout the term of this contract for proper diagnosis. The technician stated the homeowner took the hoses and power nozzle into the store location for them to be replaced. The claim was denied due to the central vacuum system was not it's original state, once the homeowner removed parts from the unit. There is no misrepresentation of coverage as the claim was denied per the terms and conditions of the contract.

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.

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.