Home Security of America, Inc.

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?

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:

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: 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:

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: 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: 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 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: