Home Security of America, Inc.

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!

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.

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: 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: I have had this warranty for the last 5 years. Over the past 5 years I have had multiple repair calls on my Air Conditioners. I have consistently asked for a supervisor to review, because their contractors can't seem to fix them. They are back out for repeat calls, yet they charge me another $55 deductible. I have 2 air conditioners and just a week ago, both were out, and due to the heat they indicated that I would have emergency service approval, and I would hear from a contractor in 30 minutes. I did not hear from anyone and called back, they said if it was too bad (the heat) then I could go to a hotel. Well after multiple $55 deductibles paid within the last 3 months, and with the air conditioners going down and making the opposite unit work extra hard, I have racked up a $680 power bill, and now they told me I could spend money again, and get a hotel. I informed them that I am [redacted], not made of money and this has been going on. They transfer you to a "supposed supervisor line" and then you hold 1 hour, 1 1/2 hours, til you give up, call back and start the process all over again. I'm just frustrated. Their followup on requests are terrible, no one will call and intelligently discuss the repair issues, guess that would take too much time out of their day, to see what could be done, to make it easier on them, and less frustrating for me, their customer. I finally got a supervisor to call back, we discussed the issues & reviewed my repair history on the units over the past 5 years, he was going to "look into it" and get back with me. Still nothing. And as of today, my unit is out AGAIN, the repair guy was just hear last Monday, so its been about 10 days, and HSA won't dispatch someone yet, because they haven't received the diagnosis from the tech 10 days ago, and they have no compassion for anyone in 115 degree weather, because obvious in Wisconsin, they are sitting in cooler tempatures. They would certainly react differently if they had to exist & work in 115 degree weather. I just don't understand why someone cannot do their job, and provide customer service, (and really care about you), and try to resolve these repeat calls. After all these repair calls, I have probably rebuilt the whole inside of these units, because I can't imagine there are that many parts. Their techs always indicate it was a burnt wire, so they can charge for a new Claim instead of a recall. Its just getting to be ridiculous. Please help or warn others, and make the managers of this firm take action.Desired Settlement: I would like an actual manager that CAN make decisions, call me, review my claims history on the air conditioning, and make some changes that are fair to both of us. For them, to stop having me call with contanstant repeat repairs, and for me, to eliminate my frustration, have the units fixed right, or come up with plan so this isn't an ongoing issue. I also want them to acknowledge that their firm is terrible with followup and don't warn people that their calls are being recorded for training purposes, when they don't even review them, to learn from them, because this is no way to provide customer servicer. Even the CRS agents agree that they wouldn't want this done to them.

Business

Response:

A supervisor will be calling the homeowner to discuss the claims.

Consumer

Response:

Due to everytime I call they always say they will have a manager call me but it never happens. When I call back and sit on hold for an hour I asked to be transferred to a manager then they put me on hold in neverland until I get tired of holding. They have not tried one time to speak with me to resolve my disatisfaction. Even their customer service reps agree with me being upset. Tired of false promises & no attempts for resolution from them. They left me with both a/c units down in Las Vegas with 115 degree weather. They told me to go get a hotel if its uncomfortable after I told them I have a $692 power bill due to only 1 a/c unit running at one time and numerous $55 deductibles that I have paid in a 3 months time. Not made of money here. They never try to investigate the recall work..they just keep charging the deductibles to me and the problem with the a/c never gets resolved. They just do not follow thru..not customer friendly or have any sympathy when its 115 degrees. They just want their deductables & for me to go away.

Business

Response:

HSA has approved the claim for the thermostat and wiring and left a voicemail for the homeowner on 9/2/15. HSA called the vendor and notified them that the claim was approved and they will be calling the homeowner to schedule the repair.

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,

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: On sunday January 24th 2016 I called to file a claim about my fosset in my tub leaking water and the possibility of it also leaking water behind the bath tub which can cause mold and be a hazzard. I explained this to the representative on the phone she gave me the number to call EMS plumbing to take a look at my fosset. Today 1/26/2016 EMS came to look at fosset telling me that not the fosset but whatever is behind the fosset needs replaced they called made the claim and I paid them the $ 75.00 service fee. No more than 25 minutes later I get a call from HSA stating that they do not cover fossets of any type. I was highly upset because #1. When I called on Sunday I made it clear they would be looking at my fosset and they did not tell me that the fossets were not covered there for I had to waste $ 75.00 even though my claim was not granted. And #2. The plumber stated the item behind the fosset was broke in my report, not the actual fosset spicket. I have had issues and wasted hundreds of dollars with HSA since I have had them. They always make an excuse for why something is not covered. I think they are scamming people into buying this warranty program then when it comes to approving claims they are not approving it. I also had problems with my furnace when I called and made a claim, they had 3 people look at it and after I spent 75.00 on each company to look at my furnace they told me it was not covered.Desired Settlement: My desired out come would either get my 75.00 back since HSA should have told me on my call Sunday 1/24/16 that the fosset would not be coveted in the first place, and/or for my request to be accepted and they have someone come and fix my leak.

Business

Response:

HSA apologizes for the customers experience with the faucet claim. HSA will refund back the $75.00 deductible as the claim was set up in error as the customer does not have faucet coverage on their contract. Thank you

Consumer

Response:

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 purchased an HSA home warranty in December of 2014 and have been extremely dissatisfied with our experience. Recently we filed a claim regarding our dryer drum which appeared to be working incorrectly, making a terrible knocking noise and scraping against the metal inside the dryer ruining clothing and causing a fire hazard. HSA had Omega Force contact us, they came out to look at the issue and explained that the components inside the dryer had degraded causing the drum of the dryer to turn against the inside of the dryer itself resulting in metal shavings ending up on any clothing inside. The vendor was wonderful and explained himself well, he had worked with HSA before and said that it may be a few days before we hear from them (no surprise there) but because parts were back ordered for the next month they would likely cut us a check for the amount that the repair would cost, or replace the dryer depending on the cost of the repair. When we did not hear from HSA the next day we contacted Omega Force and were told that HSA would be contacting us about the next steps or we were welcome to contact them. The next day I called HSA and was on hold for over 30 minutes. I ended up hanging up and calling back to select the option for those wanting to purchase a home warranty, and of course my call was answered within minutes. That was beyond frustrating to discover that they are more interested in generating more income than actually dealing with their current customers.

The gentleman I spoke with told me the claim had been denied, claiming the "rollers" are not covered. Not once did our vendor mention anything about "rollers." By this point I had taken too much time out of my day and hung up. When looking on their website at the status of the claim it lists "repair" and the cost of $220.00. No idea where this came from, but it seems curious that it does not say our claim was denied online!

Tonight my husband and I called HSA again, the first time we were on hold for about 20 minutes, got through to someone who then promptly hung up on us. We called again, waited on hold AGAIN and were told the claim was denied because of the damage that WE caused to the "bulkhead." This is absolutely ridiculous. We asked to speak to a supervisor and had some push back for a while, but were finally transferred. The supervisor kept referring to the exact terms that are "not covered" under kitchen appliance (which includes washers and dyers) strangely enough, our vendor did not use these terms when explaining the problem. This feels like one big scam, the company does not list what IS covered and any other parts are termed as those things that are not covered. When we tried to negotiate asking if we payed for the "rollers" to be replaced if HSA would then cover the repair of the dryer drum. We were constantly pointed back to one line in the contract "Section F, number 19. All else not listed as covered" is not included. So basically because you do not list what you DO cover, it is completely up to the discretion of the person you are speaking with? Or maybe the company knows that our contract expires in 1 month and is trying to push this out long enough to save money. When we called him out about this "rabbit hole", he said these parts aren't covered because they "do not serve a mechanical function in the dryer." This is very incorrect, because if they didn't serve a mechanical function, they wouldn't be part of the dryer, and the vendor who looked at it wouldn't have told us we should NOT use this dryer, for our safety. HSA is a completely dishonest company that does not care about its clients. We purchased a home warranty for the security and peace of mind, all it has brought is frustration and wasted time on our part.Desired Settlement: We would like to be refunded for the estimated cost of repair, which we will then schedule through the vendor that was out, we would like to avoid any further contact with HSA as far as scheduling and claims go. We also expect to be refunded the $75.00 deductible fee for our trouble and treatment by the employees of the company.

Business

Response:

The vendor advised HSA that the rollers are worn out and throwing the drum off balance as it is not sitting correctly causing the glides to be sheared off. As stated on page 4 of the contract under Appliances: NOT COVERED: ice makers/beverage dispensers and their respective equipment; condensate line clearing, any failures to the door other than appliance controls located within the door; clocks, knobs, handles, dials, springs, hinges, tubs, liners, baskets, shelves, drains, glass breakage, probes, rotisseries, racks, rollers, light bulbs, lock/key assemblies, buckets, televisions, computer screens or computers that are part of an appliance but do not affect the primary function of the appliance; walk-in freezers, home freezer. The denial of the claim stands.

Business

Response:

HSA does apologize for the customers experience with the dryer claim. The $220.00 that the customer is seeing on the website is an estimated retail cost for repairs of an appliance and or dryer as suppose to not having a home warranty plan. Whereas the customer would only pay $75.00 for an approved repair as long as all component parts are coverable.

If the vendor had indicated to the customer that the unit needed to be replaced, that might have been due to part availability and or costs of repairs. But the vendor does need approval from HSA in order to proceed through the home warranty. On non coverable claims, the vendor makes their recommendation per their professional opinion.

As a service gesture HSA did pay our preferred vendor for their service call and diagnostic time out to the customers property less their $75.00 deductible to cover the trade call fee. This is why the claim does not show up online as "denied" due to HSA paying the vendor.

As a secondary service gesture HSA would like to refund the customer back their $75.00 deductible and that will be reimbursed 12/10/15. 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: We reported that our hot water heater was not working on Oct. 17. It had stopped working on Oct. 16. The plumbing contractor made three different service calls in response to the broken water heater between the dates of Oct. 12-15. While it would turn on intermittently, it would always stop working again within four hours of service. HSA acknowledged that the water heater needs to be replaced, and over the course of four different discussions with HSA customer service reps, we were told it would be repaired in a timely manner. As of Oct. 29, our water heater is still not repaired or replaced. HSA refuses to give us a date of when the hot water heater will be repaired or replaced.Desired Settlement: We need a hot water heater that functions to be installed at our house as soon as possible.

Business

Response:

HSA will refund the $100 deductible to the homeowner for the delay in this claim and will move forward with replacement of the water heater. HSA will obtain the costs associated with the replacement of the water heater on Monday and will contact the homeowner once they receive this information.

Consumer

Response:

On Fri, Nov 13, 2015 at 8:24 AM, [redacted] wrote:

My hot water tank broke about 10 days ago and is drained and unusable. The repairman dispatched tried to fix it for about an hour and decided it needed to be replaced. Upon calling the dispatcher at the plumbing company, they instructed him to continue to try to repair the broken tank as the insurance company does not like to replace such items as they are expensive. He tried again to repair it and again failed. He ordered a new water tank and I have been waiting for ten days without hot water. This is ridiculous. By the way, I called the plumbing company today and they did not return my call. I would not recommend doing business with this company.

Review: I have an active home warranty with this company. A week ago our air conditioner in the house we just purchased broke. We called HSA to report a claim. Their directions were to find a technician on our own and then the technician should call HSA to explain the problem. Our technician came to our house to diagnose the problem the next day, we paid the $75 deductible HSA requires we pay. He determined that our air conditioner is completely broken; need a whole new unit. He attempted to call HSA for a week straight, was on hold for over 90 minutes multiple times trying to get a hold of someone. I called HSA twice to explain that he has been trying to reach them. They told me on two different occasions that they would call our technician personally; that never happened. They have told me 3 different times that I have gotten through to them that they would call me back that day, and never did. Now it is going on 2 weeks with no air on 90+ degree days. Spoke with HSA today and the representative said that they now have to call our technician again because they did not get enough information the first time. Their customer service is ridiculous and not helpful at all, sometimes almost rude. Their wait times are astronomical. You have to sit on the phone for over 90 minutes to speak to someone.. then when you do, they usually transfer you to another department and you have another 90 minute wait again. Still to get nothing resolved.Desired Settlement: I want our air conditioner fixed.

Business

Response:

HSA has attempted to contact the service provider and they were to call us back. A supervisor is having an associate contact them again to get the needed pricing on the approved part. The vendor is quoting full system replacement and HSA would approve only for a dry charge unit. The homeowner will be contacted once HSA has the information.

Business

Response:

The reimbursement check was mailed out on 8/31/15 in the amount of $5000.00.

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: They replaced a quality Amana AC and Heating unit with a cheap payne unit . There contract says that they will replace items with a equal or better unit. The day after the new unit was installed I had to have the installer back out to fix a rattling noise in the unit. I was charged [redacted] 00 service and was told that

it was a factory defect and that it was a piece of junk that AHS bought. I contacted AHS three times and was told someone would get back with me. As of this time no one has contacted me.

[redacted]Desired Settlement: I believe that AHS should replace this unit with a quality unit like they claim in there contract.

Business

Response:

A supervisor will be contacting the homeowner today to discuss.

Consumer

Response:

Do not allow use HSA or allow your realtor to use HSA as their warranty service. They apply loopholes all over their contract and do absolutely nothing to help you make the most of their service. We have been in contact with this company for four months for a new stove, and about 15 of the 20 contacts with this company has been made by my husband or me, despite the fact they repeatedly say they will call back. This week alone, I have left three messages to their one, without a call back, and this is a call in to a supervisor. They are rude spindoctors who do whatever it takes to let you use the least amount of money possible for necessary fixes. DO NOT USE THIS COMPANY!

First off, When you call customer service you are automatically put on hold. They are very busy? After 3 hours they arethey that busy. No one to talk to...The music sucks
Please continue to hold Your call is very important........Over and Over. I think they want you to hang up. Worst [redacted] company ever!!!!!!!!!!!
If you have a problem..u are screwed

Review: I have a warranty with HSA. My A/C broke so I called them directly to input a claim. I was told on the phone that their preferred providers were booked up so I could contact anyone I chose and they would reimburse me for the costs less my $75 deductible as long as the repair person contacted the authorization line before making any repairs.

I found someone in my area ([redacted]) and they came out first thing the next morning (today 6/13/14). They told me they did not work with warranty companies but I was fine with that as long as they called someone before beginning any work (after diagnosis; as per HSA told me when I reported my claim). They spent an hour diagnosing my A/C issue and reported their finding to the warranty company. the warranty company took over an hour to call us back and stated that the claim was covered but that the company was "too expensive" and that I needed to use someone they contracted with. The A/C people's time was wasted and they charged me $100 for the time they sat around waiting for HSA to call back.

So HSA wasted 4 hours of my husband's time (he took off work for the fix), wasted the A/C tech companies time and my A/C still isn't fixed. they said someone would call me to schedule (possibly Tuesday; today is Friday and it's really hot and I need this fixed ASAP - it could have been fixed today had they just kept their end of the agreement).

When we contacted HSA they said they would not cover the charge for the A/C technician. I feel that they need to honor the agreement in place.Desired Settlement: I would like a refund of the $100 charge for the charge of the A/C TEchnician I had look at my unit. Had I been properly informed that I could not use my own service I would not have had them come out. In addition, I would like my A/C unit fixed ASAP because if I did not have to use their "preferred" service technician it would be fixed now. I would also like them to standardize their internal policies and procedures so this does not happen again. Because honestly, if I operated like this at my job, I would be FIRED.

Business

Response:

HSA will refund the homeowner $199.00 for the technician's time out to the home to include diagnosis and leak search. HSA needs a copy of the paid receipt to process the reimbursement. That can be sent to [redacted].

Review: We first contacted HSA for service on our dishwasher not working in December 2013. They sent out [redacted] heating and cooling to fix it. After replacing all the circuit boards, and coming to our house five times over the course of a month or more, the technician pulled the dishwasher out and determined we needed a new one. After he came to this conclusion, he put the broken dishwasher back without re-attaching the wires or capping them. This caused the breaker to trip and rendered our garbage disposal useless. Once it got backed up, water poured out of the broken dishwasher onto the wood floor. We called HSA's emergency line to get a plumber out ASAP to fix the problem. They couldn't get one out so they advised us to try and find one. We did and they came right away. The plumber quickly realized the problem cause by faulty repair by [redacted], the company HSA sent out. While the plumber was present at our home we called HSA and spoke with an authorization agent to make sure we covered all our bases. She, [redacted] talked to him while he was here and he explained that this was the fault of [redacted] for not capping the wire. It could have easily caused a house fire if the breaker didn't trip.

Now HSA is claiming this was never approved, they need pictures and they refuse to reimburse us. [redacted] approved this over the phone while the plumber was here. There was never a mention of taking pictures.

After waiting over a month we called to check on the status of reimbursement to be told we need to send the invoice. Ok, no problem. We sent that right over. Then waiting another month we called to check on the status again. After speaking to several supervisors and getting the run around, waiting several day, having calls not returned they decided to deny it. They never informed us of any of these small details and never even gave the courtesy of a call back.

This is all the fault of the company HSA chose to send out, [redacted]. They didn't have an emergency plumber to send out and told us to call one we could find and we would be reimbursed. We did everything they asked. They never asked for pictures until a week ago, which is 2 months after it had been fixed by a reputable company we had to pay for out of our pocket.Desired Settlement: We want to be reimbursed as promised for the $224 we payed to the emergency plumber.

Business

Response:

After review, the homeowner would need to seek resolution with the vendor to discuss concerns of the previous repair. When there are allegations of negligence on an HSA affiliated vendor, HSA would request that original vendor would have the opportunity to assess the situation. Since the second vendor made the repairs prior to calling HSA, HSA was unable to advise homeowner of this and/or request proof of the negligence.

Consumer

Response:

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

HSA's statement is completely untrue. I spoke to several HSA representatives the night we had a water leak. I was advised by the first to call our own plumber because it was an emergency situation where water was leaking all over our kitchen and their emergency plumber could not be reached. The original vendor, [redacted], never responded to our call. Neither did their emergency plumber.

In an emergency situation like that, how could we possibly wait for the original vendor, [redacted] to come and look at it when they wouldn't return my call? I had to have someone out here immediately to resolve the issue and HSA was totally behind me per our phone conversation.

When our plumber arrived I called HSA and asked for an AUTHORIZATION AGENT just like the agent I spoke to earlier said to. I spoke to [redacted], who spoke to the plumber WHILE HE WAS HERE. Never was there any mention of pictures, or needing [redacted] to come out before he fixed it. The conversation was left that it was OBVIOUSLY [redacted] fault and we would be reimbursed.

HSA has passed me on to agent after agent. All with different answers and no resolve until they denied our reimbursement almost three months after the incident. This is completely dishonest business practice and just an excuse not to reimburse our money.

They said they wanted pictures of the damage done by [redacted] two months after it happened. It was fixed with an agent on the phone speaking to the repair man. What good would a picture of wires sticking out of the cabinet do? Both HSA and [redacted] should be held accountable. It's not my fault they can't communicate.

Regards,

Business

Response:

This company is disgraceful. I purchased a home with this warranty coverage. Our oven recently malfunctioned and we called to submit a claim. It took two days for them to give the correct information to the repair technician simply to start the process. If I hadn't kept calling both parties, the technician would never have had the information he needed to come inspect the oven.
It's been over 2 weeks now and I've heard nothing from HSA, but worse I've called 3 times and spent over an hour each time on hold. When I did get through, they said they would have to transfer me to another department, where I sat on hold for another 40 minutes. I have no idea where my claim is, and a "brief" hold to speak to a manager ended 25 minutes later when I couldn't sit on hold anymore. This is ridiculously bad customer service.
DO not deal with this company, I implore you. They are incompetent.

Review: -I filed a claim on 2/10/15 regarrding a water heater busting from the bottom and leaked out about 30-40 gallons of water into the first level of my home. This happended after midnight and was discovered by my neighbor who also experienced water damage in their town home unit. The warranty that I pay for monthly for $62 is supposed to pay for water heater mechanical breakdown due to wear or tear and even improper installation. HSA made an appointment for a plumber (A Total Services) to come to the home on 2/11/15. He came and stated that the water heater was leaking and needs to be repair but due to improper installation that put stress on the tank and water pipes, also it looked like the unit has been tampered with because the bottom was loose. I explained that the water exploded from the bottom of the tank, I am assuming busting the panel halfway off. HSA is saying they are denying the claim because the Plumber said it look like a crow bar was used to pry the bottom of the tank open. I live alone with a six year daughter and I do not own any heavy tools, ex. a crow bar or pliers for that matter. This is the second bogus excuse they have given me to prevent for paying for a repair, but continue to take my money monthly. I asked for a second option which they said I can pay for, but I fee that should not be necessary because let be clear the water heater is almost 10yrs old, it came with the townhome when I bought it in 2005. I have not reason to tamper with anything in my house that causes my child and I to be displaced, and stressed going back and forth with HSA. Please help, I have photos of the tank and witness that were in my home at the time the water was flooding into my downstairs area.Desired Settlement: I would like for the replacement of the water heater covered under improper installation or simple wear and tear due to age of tank.

Business

Response:

As of 2/16/15, HSA approved the replacement of the water heater and the homeowner was advised of this.

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: Not happy with contractor, requested a second opinion, but was denied.

Contractor didn't have all his equipment with him. Told me that there "might" be a blockage, but didn't not confirm or deny it. Took some pieces off of my furnace and left them off. Told me one thing and the HSA home warranty a different thing. I requested for a second opinion, but was denied. Also, the $75 deductible did not give me anything. If I were to call a contractor on my own, this money would have gone towards the cost of the repair, but with the warranty, you basically get nothing.Desired Settlement: Seeking a second opinion from a professional contractor and or apply the $75 towards repairs and I pay the difference.

Business

Response:

I apologize, but HSA does not have a home warranty for the property address stated as the customer's contact information. Is this for a different property or do you have a contract number that can be referenced?