Home Security of America, Inc.

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.

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: 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.

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:

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: 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 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.

DO NOT PURCHASE THIS WARRANTY. Even if it calls for paying an additional cost, look elsewhere, and if you are looking to buy a home that uses this warranty, consider different options. We moved into a 20 yr old home last August. Our washing machine AND dryer both broke upon the first use. The washer would not go through a complete cycle (something they didn't catch during the inspection, b/c there were no clothes used in the test run, and the sensor on the dryer broke on purpose in order to prevent a fire (as a safety mechanism). Rather than replace either appliance, we were told that parts would be ordered for 20 year old machines! They didn't make the part for the dryer regularly, b.c of the age, so it was ordered and the washing machine part was on indefinite back-order. We went for an entire month using laundry mats and relatives' appliances for help. We have 3 small children and one child was only a month old at the time, thus making clothes-washing a dire need. They didn't care about our situation and refused to give us new machines. When we decided to purchase our own washer, we asked for money towards it. They gave us $80! We paid $100 as a deductible just to get them here, so we LOST $20 in buying our own washing machine. Fast forward to now, our air conditioner is leaking. Our home was 80 degrees with the AC going full-blast. The technician said that a leak was most-likely in the coil, and to find it would require unknown labor hours. He said he would put 2 units of coolant in the AC, b/c that's what HSA would pay for. Then he left. When we asked HSA to replace or actually FIX the unit, we were told that he 'fixed the issue' and it could last us the whole season. That is NOT good service. That is NOT what home owners expect to be paying for when they purchase these plans. Now, as of today, our 20 year old dryer sounds like a train off its rails and we almost had a fire on Saturday, b/c, big surprise, the sensor is malfunctioning again. If my home catches on fire b/c of this company, I hope that it takes them completely under. I can almost guarantee that when we call them in the morning to service the same exact dryer for the same exact reason, I will have to fork out yet another $100. This is nothing but a money-making scheme, if you ask me. Not only did the plan cost nearly $500, but we have already put $1000 more into purchasing a 'covered' appliance and paying several deductibles. What makes it even worse, the HSA reps often point fingers at the service companies, which keeps the consumer running around in circles on the phone. This has been an entirely unacceptable and unprofessional experience. DO NOT BUY HSA! Please, do not, do not, do not!

This place is a joke I had my ac company come out and check my unit which runs non stop and won't keep my house cool. The ac company recommended a new unit be put in that it's worn out and there is nothing they can do. Hsa said since it still runs there is nothing wrong with it and they will not cover anything. I would not recommend this company to my worst enemy. Not to mention you have to wait on hold for 45+ minutes just to speak with someone.

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.

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

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!

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 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: 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: 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:

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: 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: I am a new home owner. Just purchased a home with HSA Home Warranty. On the cover of the brochure it states "Coverage includes: Undetectable Pre-existing conditions for home buyer"

After being in the home for about a week we came to notice that the main bathroom toilet tank had a small leak. After looking at the tank closer, we noticed that there was a hairline crack in the bottom of the tank. I called HSA and notified them. They said a company by the name of [redacted] will call to set an appointment. An appointment was set for the following day 8/22/2013 between 2pm - 4pm. To no avail, no call and no show. I called the company and was told they needed to reschedule for the following day 8/23/2013 between 11am - 1pm. To no avail...No call, No show. I called the company again, and was told that the Technician was responsible to call us. He called and said he was on his way. An hour later he showed up. Right away the technician said there was no problem, after pointing out the hairline crack he immediately said...."It's not covered" That crack is either from over tightening the bolts which is "Installer Faulty" or Misuse or Abuse. Therefore, HSA will not cover it. After calling in the claim and telling me it was denied, he passed me the phone to speak with the HSA Representative who advised me the claim denial. She stated it was either "Installer Fault, Misuse or abuse" As I explained to her the brochure states Coverage Includes: Undetectable Pre-existing conditions for home buyers" Her response, did you read the "FINE PRINT"? Then to be told "You must pay a Deductible of $100.00" For WHAT? You didn't repair or replace ANYTHIDesired Settlement: I would like to be refunded the Deductible of $100.00 for having to wait for 2 days for services to be denied. Your contracted Technician did NOTHING to repair or replace the problem. Why is there a DEDUCTIBLE if no services were rendered? I can understand if your contracted company showed up as promised in a timely manner, as well as repaired or replaced the problem. My toilet is still dripping and still has a crack in it. I'm trying to prevent a larger problem from happening. The cracked tank will only get worse and can potentially cause a flood in an upstairs home; this can be very damaging. Your brochure falsifies your services. I still need to get the toilet tank replaced. Your contracted Technician could only tell me that he could replace the tank for $175.00 @ $90.00 per/hr.

Business

Response:

HSA apologizes for the inconvenience the homeowner had with the vendor and scheduling the service call. The technician stated the hair line crack was caused by over tightening of the bolt, which would not be covered under the warranty due to it be faulty workmanship. If the claim is denied, a service call fee would apply for the technician's time.

Review: The 2nd week of November, our washer was diagnosed as beyond repair. We were initially told that we would get a new washer by the latter end of November. No one showed. I was upset and called and tried to talk to them, and then they said we would get the washer December 4th. They left a message on my wife's phone and told her it would be delivered on the 6th, and then they called and left another message and now they say the 8th. These people and the company that they work with (which is [redacted]) are ridiculous. I've had bad customer service before, but this has topped them all. Its a crying shame that we have to wait and wait and wait for a simple washer that we should have had already.Desired Settlement: We want our new washer, and I want HSA to waive 3 months policy payment, and MAYBE I'll consider keeping them after this transaction. If they don't, I will cancel them and make this complaint known all over.

Business

Response:

HSA apologizes for the inconvenience with the clothes washer claim. HSA did order the new unit on 11/6/13 that was not available until at least 11/13/13. On 11/13/13, the homeowner called stating that the unit was not delivered and HSA gave the customer the phone number to [redacted]. The homeowner called back on 12/3/13 stating that the new unit was not installed yet. HSA called [redacted] and was advised that the unit would be delivered on 12/4/13. Unfortunately, once HSA ordered the unit from [redacted], the time of the delivery and installation of the unit is out of HSA's control. This would be between the homeowner and [redacted]. HSA does understand the frustration the homeowner has with the delay in the delivery and installation of the washer, but the three months of premium will not be waived.

Consumer

Response:

These people are full of it! They say and things that aren't true and then try to reflect it back to the customer. If they don't wanna do whats right and make sure that the customer remains safistfied, then so be it. I will honor the remaining contract, but will NOT renew with HSA again. Also, I request that this complaint is posted for everyone to see. To the public...I would NOT recommend this home warranty place to anyone. It would be in your best interest to shop around first because you CAN do a lot better for your hard earned money.