Home Security of America, Inc.

Review: We are paying a HSA home warranty premium. Whenever a claim is filed,we call to get approval from HSA home warranty to complete work. After work is completed - they refuse to pay claims. When we call, we are put on hold for over an hour at a time. The customer service representatives make false claims about coverage. Under one phone call they say which items are covered. We follow their instructions and have contractors begin work. Then, when work is partially completed, a different customer service representative tells us our claim isn't covered.Desired Settlement: We would like the work that was started completed and we would like a refund of our premiums.

Business

Response:

HSA has approved for the drain line repair at an additional $400 above and beyond the contract language of $500. HSA is also, on behalf of a supervisor as a serviced gesture, has agreed to restore the drywall to a rough finish. The contract is non-cancellable and is valid through 7/31/15.

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.

Review: AC unit was leaking water, we made sure was tight and because we did so they voided our warranty.

We moved in on 3/17/15 and this was the first time we had used the AC unit. After running the AC it was spouting out lots of water, we made sure the bracket was on tight and it was still leaking water so we called a tech to repair. When the tech came to repair we were honest and said that we tried to tighten it and it did not work. The tech then said that he didnt think we would be covered, still collected 75 for parts regardless. 3 weeks rolled around and he had not called back to let us know parts were in, so I called the HSA back (was on hold for 55 minutes) for them to tell me that they would not be honoring the warrantly because we abused the system. I explained that I was mitigating future losses as the water would have caused damage to other units in the basement. She did not offer up any alternatives just said it was unfortanate that I abused my system and therefor would not be covered.Desired Settlement: We would like our repair to be covered.

Business

Response:

Due to the homeowner attempting to fix the failure themselves, further damage to the unit was done. The vendor cannot determine the cause of the original failure due the extent of the damage per homeowner's repair. The denial on this claim stands.

Review: I purchased a home at [redacted]. The Home included a one wear warranty from Home security of America with an address at [redacted]8. My air Conditioner broke and they refused to correct the problem. They cited improper maintenance. The improper maintenance must of occurred before they insured the house and they being it the insurance business should have know that. They should be libel for all cost to repair this unit. after any deductible clearly identified.Desired Settlement: Have the air conditioner repaired

Business

Response:

The air conditioning claim was denied. There was not a mechanical failure with a covered component part and the unit needed to be cleaned, which is not covered under the contract. The homeowner cancelled the renewal of the contract on 8/17/15.

Consumer

Response:

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.

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!

Review: Pluming issue, first 2 representative of the company said my claim is fair and valid, 3rd representative declined it.

Very vogue reason as not covered under warranty (plumbing corrosion that is not allowing water drainage is not covered).

Very bad experience.Desired Settlement: Honor their representative promises and the warranty contract and pay for the expensive to fix the problem.

Business

Response:

The claim was denied due to the pipe was corroded shut and could not be routed. Per the terms and conditions of the contract, HSA does not cover to cut out the pipe where the clog is and replace the line. The contract states, under Interior Plumbing : COVERED: leaks and breaks of water supply lines, gas lines, drain and waste lines, polybutylene piping;?? drain line routing with rotary machinery ???(excludes camera diagnosis and hydro-jetting to clear the line) through an accessible cleanout, ptrap,? drain or overflow access points; pressure regulators, wax ring seals; toilet fixture and water tank (replaced with builder’s standard as necessary); parts within the toilet tank, in-line shut-off valves, risers leading into: sinks, tubs and toilet. Since the water line could not be routed to clear the pipe and the pipe that was corroded shut had to be cut out, the claim is denied.??????????

Business

Response:

As HSA stated previously, if the lines cannot be routed with rotatory machinery through an accessible cleanout or p-trap, HSA does not cover to cut and remove the pipes that are clogged. The HSA contract does cover to remove and replace lines that are leaking or broken due to normal wear and tear. The denial of the claim stands.

Consumer

Response:

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.