Home Security of America, Inc.

August 31, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] & Crystal [redacted]; HSA Plan No. 190197052; Revdex.com Complaint Case No. [redacted]   Dear Ms. [redacted]:   Home Security of America (“HSA”) is in receipt of your letter advising of the above referenced complaint.  Your letter has been forwarded to me for review and response.   I have reviewed HSA’s records with regard to the pool issue.  Mr. and Mrs. [redacted]’s warranty plan became effective on April 27, 2016.  On May 16, 2016, service was requested for the pool pump.  HSA allowed the customers to have a company of their own choosing diagnose the issue and report the information to HSA.  On May 31, 2016, Mr. and Mrs. [redacted]’s chosen company, Making Waves Pool Service, reported to HSA that the circulation pump and salt water chlorinator were not working properly and the system was not able to move water.  The technician further reported that the filter was not working.  In the technician’s opinion, these issues were detectable prior to the warranty plan becoming effective.  Section F-1 of the warranty plan states that detectable pre-existing defects or deficiencies, when the component parts were not in proper working order on the inception date of coverage, are not covered by HSA.  Based on the diagnosis provided to HSA by Making Waves Pool Service and the terms of the warranty plan, coverage to repair the pool equipment has been denied.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      Customer and Regulatory Claim Resolution Specialist

As previously stated, the vendor found that the failures could not have occurred during the contract period due to the extent of the damage to the parts.  The claim denial stands.

A supervisor will  thcall the vendor to adivse them to refund the homeowner the electrical modifications charge that they agreed upon to help remedy this situation.

HSA did give us another vendor, I...

did call them and a tech came out.·        He reprogramed our thermostat and went as far as putting the companies telephone number in the thermostat when a problem comes up.·        He said that there are numerous sensors that will need to be checked and set up our thermostat to ignore the outdoor sensor (which we think may be bad)·        He asked for us to call them back in a few days whether unit failed or not (if it did not fail then it would be outside sensor)·        Unit failed again I called the vendor and they said they do not work on carrier airconditioners and would not come back out.·        I tried to call HSA but was on-hold for 1.5 hours and had to catch a flight.  I went through their on-line site and they assigned the same (first) vendor who has not been able to diagnose issue.So the second vendor seemed like the tech understood the issue.  He also said the first vendor did not put the cover on properly when they left.  But… I know have their number programed into our thermostat, the thermostat is programmed to ignore one of the sensors designed for our unit and we still have the same issue.  And we are charged for the HSA warranty. I will say that their appliance vendor (sears) is great and has helped fix our dishwasher.  They should use Sears for AC warranty.The solution I see that they had is to call the second vendor who will not work on our unit’s brand.  We would like a vendor who installs and services carrier units to fix our broken system.Thanks[redacted] ###-###-####.

October 28, 2016
 
Ms. [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           ...


RE:      [redacted] E [redacted];
Revdex.com Complaint ID No. [redacted]; HSA Reference No. 184785142
                       
Dear Ms. [redacted]:
 
Home Security of America, Inc. (“HSA”) is in receipt of your
letter dated October 24, 2016, advising of the above referenced complaint.  The letter has been forwarded to me for
review and response.
 
I have reviewed HSA’s record regarding Mr. [redacted]’s premium
fees for the HSA plan.  HSA’s accounting
system converted at the end of March 2016 causing the need for all customers
making monthly payments to resubmit their payment source information to HSA. 
 
In July 2016, Mr. [redacted]’s payment source rejected the premium
plan fee payment to HSA.  On July 28,
2016, Mr. [redacted] contacted HSA to correct the matter and complete the payment of
past due premium plan fee.  It appears
that the payment Mr. Bryd made was applied to the wrong causing his account to
go into collections and HSA to send him the cancellation notice.
On October 21, 2016, HSA’s Customer Retention Department confirmed that the
payment source information has been corrected. 
HSA has collected all past due premium payments from Mr. [redacted] and his
account has been removed from collection with the HSA plan being cancelled.  Therefore, it appears this matter has been
resolved.
 
HSA does apologize for Mr. [redacted]’s frustration regarding the
matter.
 
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer
& Regulatory Claim Resolution Specialist

Revdex.com:
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 called me to give me the item # that was used to determine my replacement value. The part number corresponds with a 30 inch cooktop instead of a 36 inch cooktop. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11945601, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 I do not accept the reply from Home Security of America for the following reasons:1. We took ownership of the home which experienced the claim on 12/8/2016.  We experienced and notified HSA of the furnace issue on 1/2/2017.  At that time, we had yet to receive any contract or terms from HSA.  To file the claim, we had to obtain the policy number and contact information from our realtor.  It wasn’t until after the claim was already in process that we received the welcome materials.  The home warranty in question was purchased and provided by the sellers of the home with our purchase of the property.  If we were to be expected to adhere to the terms of the contract, they should have been made clear to us prior to them initiating the claim process.2. The above point notwithstanding, we understand that HSAdoes not cover secondary damage associated with the failure for which the claims are filed.  However, we reject that the burst pipes and corresponding water damage are secondary damage of the furnace failure, but primary damage associated with their negligence.  It was not until 7 days after the furnace went out that the pipes froze and burst.  Their chosen service vendor (Arctic Air) was ready and willing to act rapidly to repair the furnace and restore heat to the home, but despite daily calls from myself (the homeowner) to express the danger of the situation (extremely low external temperatures) HSA was unwilling to work with us or Arctic Air to facilitate a more expedient repair.  Furthermore, the only advice HSA or their service vendor was able to provide was to purchase space heaters to warm the house – which we did.  Had they instructed us to open faucets and turn off the water at the time of the claim – not as they did after the pipes froze we could have avoided this issue altogether.The bottom line is that HSA had the opportunity to avoid to avoid this plumbing and water damage completely in a number of different ways had they simply operated in accordance with their own slogan of “Because Service Matters” or adhered to their own words in their welcome documents (the same ones we received nearly 1 month after the start of our contract) where they assert “We consider it a privilege to have you as a customer.  We strive to make your life easier and we are here for you to request service 24/7.”  The reality is had they provided us with better guidance on managing our risk, been willing to allow Artic Air to use on hand parts while they awaited warranty replacement, permitted Arctic Air to install on a Saturday (when the warranty parts were available) or simply approve the service more rapidly given the documented weather conditions this entire situation could have been avoided.  Instead, our experience taught us just the opposite about HSA: that their objective is not customer service, but rather to discourage future claim activity through their intentionally slow, red tape laden, poor customer service oriented and inflexible processes.
Regards,
Paul D[redacted]

HSA Home Warranty is a JOKE. Where to start.... In October of last year we purchased our home. HSA states that you can help to justify your asking price by covering with their warranty. This is untrue at best because even if I was selling my home to my worst enemy I wouldn't recommend dealing with this company.
Our first experience with them came from a broken sewage evacuator pump. Needless to say this was a crappy experience to say the least. When the pump broke we couldn't get their, "Approved contractor" out for a few days. I explained the extend of the issue and we were able to get approval for Roto-Rooter. (They do not like Roto-Rooter because they charge more and do the job right.) Getting this approval was like pulling teeth to say the least. Come to find out even though my home clearly had this pump listed upon buying the warranty they did not ask for me to buy the, "Extra" coverage needed to cover the repair. Fast forward a couple of days. $900 out of pocked and one angry customer. At least the local Roto-Rooter knew what customer service was.
Our AC is on a slow death spiral made more painful by the lack of followthrough and customer support exhibited by HSA. My son has special needs and uses a ventilator and various other medical equipment on a daily basis. He requires our house to be at a fairly cool temperature during the summer. We have had numerous incidents where we have used their recommended services providers which usually resulted in the addition of R22. First sign of a leak right? Well now they have finally diagnosed a leaky coil after having to go so far as to use their so called recall service request. Close to 2 weeks later, still no ac coil installation. In order to get quicker service they were, "Nice enough" to offer a cash out value of $479. WOW, to anyone that has half a clue the cost of a coil replacement can be upwards of $800 - $900. This was confirmed by talking to three other service providers.
It gets better! There are non covered costs due to what they claim was an improper drain pan installation. After arguing this issue it was found that their recommended service provider double charged me the deductible and there were non covered charges of $160+. They decided to credit me $75 towards the non covered charges. How considerate... I am still without proper AC during the day and they claim they have done their part in this process.
I worked in the hospitality industry for years and have never experienced the horrible customer service that the company offers. The only consolation that I can see is that anyone who is consistently THIS bad typically do not last in business long term.

I am in my 4th week since making a claim on our policy with HSA to have a broken water heater replaced. It is leaking on our basement floor and other than the plumber coming out to verify 2 days after the claim I cannot get a straightforward answer from HSA or the plumber as to whether the approval has gone through, whether the plumbers have received the water heater from HSA or anything else. One day HSA says it is all approved and the next week they tell me it hasn't gone through. Days later they tell me it has. No one seems to know anything definitively about this claim and I continue to get the run around. Very fortunately for us the water heater is still producing some hot water otherwise we would be in our 4th week without a water heater. At day 23 as I write this review I am on the phone on hold waiting for a rep to answer from HSA since they indicated that the heater would probably be installed this week and it is now Friday. Very disappointed in the very poor quality of service from HSA

On 4-18 we received a service call from their contractor, Carl's Plumbing, for water heater service. We placed the claim on 4-13. We were told by Carl's Plumbing that they wouldn't be able to service until 4-18. We asked HSA if there was another contractor they could send out sooner since we have a 7 month old child and five days without hot water is a challenge. They informed us that they had no other contractors so we decided to bite the bullet and wait till 4-18. On 4-18 somebody arrived in an unmarked van introducing himself as Carl's Plumbing without giving his name. This plumber was rude and started telling us all the extra things we needed to pay for including a permit to do the work. My father, who was there watching our son, said he didn't believe we needed a permit for the service. When we decided to call the city to check if we needed the permit the unnamed plumber left the asement and left without saying why or if he would be back. He never contacted us or returned. It was confirmed by my wife, through the department of neighborhood services, the pat we did not need the 137 dollar payment they were going to charge us for a permit. When we called HSA they did not care about the fact that we were lied to about what they needed for service or the fact that their contractor was rude and unprofessional with our service.

Review: We sold our home on [redacted]. I called on November 15, 2013 told them this property had been sold. Then got charged on 11/27 for $48, I called, was told to write a cancellation notice, which I did on 11/30 to get it cancelled and the refund. I again got charged $53 on 12/27 and my policy got auto renewed for 2014 year. I called 12/31 was told she would try to get this cancelled and fixed which I was already told this would be cancelled on November 15, 2013. I have done everything on my part to get this policy cancelled and to get my refund for November and now December.Desired Settlement: I want this policy to be cancelled since we don't own or live at that residence at [redacted], to quit being charged for this policy and to also be refunded the months we haven't been using this policy.

Business

Response:

HSA apologizes for the error in the cancellation of your contract. A refund check for the $53.00 was mailed out on 1/2/14 for the renewed contract. For the cancelled contract, a cancellation letter has been emailed to you to sign and return. Please email it back to [redacted] and the refund check for the $48.00 will be mailed.

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 have also signed and emailed the signed copy to the company as they stated. I also thanked them for taking care of these issues.

Regards,

Review: HSA is notorious for "bandaging" items when they break rather than replacing it. My 30 something year old furnace went out on 2/4/14 as it was -2 outside. The dispatched their contracted technician who came out and tinkered with the furnace and got it going without replacing anything. He went out to his vehicle and I presume HSA told him what to tell me like they always seem to do. Sure enough, when he came back inside he told us the service was not covered under HSA's terms so I paid $120 for essentially labor. The next day the furnace quit working and he came out and did the same thing for no charge. It did it again the next day and he came out and said a part needed to be ordered. Later that day he called and said he discovered the part has been discontinued (due to the age of the furnace) and it was up to HSA as far as what action would be taken. I called them immediately as I was on day #3 without heat in sub zero temperatures. The said since it's Friday they would not be able to check for the part over the weekend and would check on Monday. I explained to the supervisor I have a 3 year old daughter and I cannot afford to say at a hotel. [redacted] was very rude and condescending to me and said there's nothing they can do until at least Monday. The technician admitted they would never be able to find a part for such an old furnace and if by some miracle they would find it, the furnace would need frequent repairs due to its age and parts would be next to impossible to come by.

I asked [redacted] what would happen on Monday if they cannot find the part. She dodged the answer to the question but after confronting her again she said they might replace the furnace. Keep in mind even if they would replace it, it's inevitable with HSA that I will still have to pay something. I am writing this on Saturday 2/8 two days before the Monday deadline set by [redacted], so it's unknown what will happen. Regardless, I think Revdex.com should be aware, even if they are "accredited" with your agency. This same information has been relayed to the Missouri Attorney General Christ Koster as well as an investigative team for a local news station in St. Louis.

Worst of all, once (or if) this situation is resolved I have to remain a customer of HSA throughout this year as it's a contract; therefore, I must continue to pay $48 to a shady company that I no longer wish to be a part of.

Although contemplated, no formal lawsuit has been brought against HSA by me at this time but will be strongly considered pending the outcome of this conflict.Desired Settlement: Replace (not bandage) my furnace is all I ask.

Business

Response:

HSA apologizes for any inconvenience to the homeowner. An associate contacted the homeowner on 2/10/14 to advise him that the furnace was going to be replaced and the unit has been ordered.

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. After reviewing what it takes to satisfy a Revdex.com complaint per your website, I guess technically it's satisfied. However, HSA left me without heat for over a week, refused to pay for a hotel, and [redacted] the supervisor was rude. Bottom line I won't be renewing my contract with them but for your purposes feel free to "satisfy" (using the term loosely) this complaint.

Regards,

Review: On 5/24/14 I filed claim with HSA for dishwasher leaking into basement. They sent a company called [redacted] on 5/30/14 to fix; [redacted]'s note states that float was not in place and that they repositioned unit. Discovered later that dishwasher still leaks into basement. I called HSA on 6/11/14 and they said they couldn't help me since my warranty ended on 5/31/14. They gave me phone # for [redacted] (###-###-####); [redacted] said they couldn't help me and that issue had to be resolved through HSA. HSA contract page 4 says "deductible - if service work performed under this contract should fail, then HSA will make the necessary repairs without an additional deductible for a period of 90 days on parts and 30 days on labor. [redacted]'s service warranty says "if any repair service for which there was a charge fails within 90 days from date of service [redacted] will provide the labor and parts necessary to correct the repair previously performed, free of charge. Despite the fact that I called each company several times, [redacted] would not come out to look at dishwasher again and HSA would not help even though they choose the service provider (customer is not able to). I don't know address of [redacted] so I wasn't able to find them to file complaint about them as well. I paid $100 for a float adjustment and issue of dishwasher leaking into basement was never resolved. I have not been able to use dishwasher since. Someone suggested I contact you since this issue doesn't seem ethical to me and I feel like I was taken advantage of. Thank you for taking time to help.Desired Settlement: $100 refund so I can find a service provider on my own to resolve leak issue.

Business

Response:

HSA has processed a refund for the $100 that was paid by the homeowner and will be mailed out on Monday, September 22, 2014.

Consumer

Response:

THANK YOU SO MUCH FOR YOUR HELP! THIS MEANS A LOT TO US :)

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 had home warranty with this company since 2011 and my use of the warranty has been reasonable. The first year I used them three times and they only honored two of them. Second year I asked for service twice one was denied and the other one was left incomplete without any explanation. Third year I made a request for electrical work they contacted a vendor for heating system they informed the company that they do not do electric work and I did not receive services. This year yesterday Nov.16 my heater did not work and I called their emergency number twice and I waited a long time no one answered AI filed a claim on line. They sent me an email that a vendor will contact me within two hours. After 3 hours I contacted the vendor no answer. I left a message for the vendor on their emergency number I did not receive any response. I called the company they said they will contact another company but warned me if the claim was not valid I have to pay overtime to vendor in addition to $100 deduction I accepted. I did not recieve any call from the vendor yesterday. They called today and said they will do only diagnostic work and we have to pay for all the repair. I gave up on their service. Called them I asled them to cancell my contract they said I cannot cancell it. I know it is in the contract but they did not give me service three times when I had asked.

Click for claim details Failed System Report Date Status Result *Est. Retail Value

100-1820128-C01 Air Conditioning System - Forced Air, Electric 7/31/2012 Result - Invoice Paid Repair $380.00

100-1780842-C01 Plumbing System - Lines, Drain-Routing 5/20/2012 Result - Invoice Paid Repair $190.00

100-1779458-C01 Air Conditioning System - Forced Air, Electric 5/16/2012 Authorization - Authorization Initiated

100-1880341-C01 Heating System - Forced Air 12/21/2012 Result - Deny (Repair) Repair

100-1880222-C01 Plumbing - Water Heater - Water Heater, Electric 12/21/2012 Initiation - Vendor Contacted



Tracking No.

Click for claim details Failed System Report Date Status Result *Est. Retail Value

100-2181000-C01 Electrical System - Interior Electrical System 7/20/2014 Initiation - Vendor ContactedDesired Settlement: I like the company cancell my contract and refund the payment for the most recent month.

Business

Response:

HSA has cancelled the contract and will be sending a cancellation letter for the homeowner to sign and return for the refund to be processed.

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 been on the phone since 8 am and it is now 9:30 am. I am concerned that I pay for this service and no answers the phone.Desired Settlement: Contact from business explaining why it takes them an hour and a half to answer the phone.

Business

Response:

HSA apologizes for the lengthy hold times that the homeowner has experienced during our peak call period. The homeowner has an appointment scheduled with the vendor for today.

Business

Response:

HSA called the homeowner on 6/29/15 and left a message with direct extension to the supervisor calling and have not heard back from the homeowner. HSA will attempt to call the homeowner again.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: My A/C unit went out. I contacted HSA about it, they sent out a service tech from TC Heating and Cooling. Service Tech confirmed A/C unit needed to be replaced. They said HSA would be contacting me within a few days to set that up. I didn't hear from them so I called. I was on hold for over an hour, was told someone would call me back. No one did so in a few days I called back. Again was placed on hold for over an hour. I was told that my new A/C unit was ordered from the wrong company and that purchasing would be re-ordering it from the correct company (TC Heating and Cooling). The Supervisor ([redacted]) was to call me back that day with when the unit would be in and when they would be out to replace the unit. That was a week ago. Today I called again for a status update...on hold for 20 minutes and then the customer service rep told me the unit was never ordered and someone would be calling me back. This is ridiculous!!! I just want my unit replaced and for someone to tell me when that is going to happen. I paid for this warranty and they are not living up to the service agreement.Desired Settlement: I would like for HSA to complete what they started and what I paid them to do. I don't want to have to sit on hold for hours on end to get status updates. A manager needs to contact me regularly with updates and when my A/C unit will be replaced. Summer is coming up fast and my A/C is broken. Please help!

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.Yes I have heard from the company. Yes I am satisfied with the resolution of the matter.

Regards,

Review: We had purchased a home warranty from HSA at the time of closing with our new home. All inspections of the home went well and no major issues were found. 3 Days after moving in our heating system completely failed. We contacted HSA in a panic as it was very cold. They had us contact the one and only authorized repair shop to come and investigate. The repair shop said we needed an new system completely. Within 30 minutes of hearing this HSA quickly rejected our claim saying the system failed previous to the contract.

This is imposible. The heater passed inspection, and has been running fine during all of our walkthroughs and previous inspections. Even when moving in it was very cozy and warm. Only on the third night did our heating system fail.

I think HSA is in coercion with the HVAC repair shop so they don't need to honor claims. Why couldn't I use an independent contractor upfront for the analysis? Because they want someone who will give them any reason to deny a claim so they hand pick their technicians to send out on trouble calls.Desired Settlement: I want HSA to fully honor their obligation to fix the heater that failed 3 days after we closed on a house and received coverage.

Business

Response:

The claim was approved and the equipment has been ordered as of today. The homeowner has been advised of this.

Review: When purchasing a Home Warranty through this company, I was told that all appliances would be covered under such warranty for any issues other than negligence. Two days ago, my refriderator began to leak water and I called and spoke to CSR [redacted] about making a claim. He stated that everything should be covered and we scheduled a contractor to come out and fix my refriderator. The contractor found the issue (water line inside the refridgerator that feeds into the ice maker) and stated that HSA does not cover this kind of repair. When I called back and spoke to [redacted] of HSA to complain about them not covering this repair she stated that under my contract this was not covered due to I'm not a 7-star customer. If I would like to be, I would have to pay nearly double the $450 annually I was already paying for the service. I told her I don't understand and that I was told any issue with my refridgerator would be covered. She stated that the ice maker is not covered under that policy even though it is part of the refridgerator. I told her that finding out this fine print now, when I needed the service, is a horrible way to conduct business and I would not be conducting any further business with this company and would send a complaint to the Revdex.com due to this false adverstising. She stated that the company sent me the contract when I first purchased the policy and I told her that I never recieved said contract. I then asked her if they had said contract with my signature on file agreeing to this fine print which is in direct conflict of what the service was advertised and she said that she did not. I asked her that without receiving a contract or agreeing to the fine print before HSA accepted my payment was, in and of itself, an agreement of services advertised, no matter what the contract stated. I feel that I should be refunded for this agreement under time period April 2014 thru April 2015. [redacted] declined.Desired Settlement: I am requesting a refund of $450 - payment in full of service period April 2014 thru April 2015.

Business

Response:

The ice maker is not covered under the base coverage, it has potential coverage under the 7 star upgrade. Per the HSA contract, on page 4, number 4: Kitchen Appliances: NOT COVERED: ice maker/crusher and beverage dispensers; drain, 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; stand-alone freezer, walk-in freezers. The homeowner's renewal has been cancelled per his request.

Consumer

Response:

Review: Over the last 6 months, we have had 3 issues with our furnace and called HSA. HSA sent the same repair company to fix the issues each time and claimed that each issue was unrelated, demanding separate $75 copays for each visit. A few weeks after their last repair visit, it was discovered by an outside party that our furnance was emitting dangerous carbon monoxide levels around 1000ppm (the level should be under 100). We became suspicious of the repairs that had been done to our furnace and called an outside manufacturer authorized furnace repair company. The company told us that the furnace was extensively rusted and that the HSA repair company should have told us about the rust and water in the furnace and the high carbon monoxide levels during their prior visits. He believed that they improperly repaired a leaking pipe with inferior materials, changed a switch that wasn't actually broken (and in fact almost never breaks- we still have the old switch and he examined it and felt that it was working, but it probably was just filled with water at the time), and replaced a fan that blew out because of the water strain. Therefore, all these issues were related to the same underlying cause and the HSA repair men were putting bandaids on the furnace to avoid paying for a replacement furnace and to make sure we'd keep having issues and would keep paying them to repair the furnace each time. HSA is now denying our claim for a new furnace to repair the rusted/damaged one because they are saying the secondary cause of the damage was water in the furnace, which isn't considered normal wear and tear and is not covered under the warranty. [redacted] at HSA told us we should stop using our furnace on cold days because we're exposing ourselves and our 1 year old son to carbon monoxide and they will not replace our furnace. The temperature on 6/1/15 was 48 degrees, so it would be dangerous to our baby to keep the heat off. HSA has not accepted any responsibility for the negligence of the repair men they have sent, have not refunded any of our copays for the substandard work completed, and are desparate to find a loophole to avoid replacing our furnace based on the third party repairman's suggestion of what could have possibly happened to the furnace.Desired Settlement: We seek immediate replacement of our furnace (covered by HSA) in order to protect our family from carbon monoxide poisoning, payment of the third party furnace inspection we were forced to pay for after finding out about the dangerous gas levels that should have been discovered and disclosed by the HSA repairmen, and a full refund of all prior $75 copays that we paid for the substandard "bandaid" repairs that were done to our furnace.

Business

Response:

The first failure reported 3/11/15 was for the unit not heating. This was for the draft inducer motor and was approved in full. The second claim on 3/30/15 was for the unit not turning on was water leaking from the flue pipe and was approved in full. The next failure reported on 6/2/15 was the unit leaking water. The homeowner's vendor reported heat exchanger is cracked. The cause of the crack was not due to normal wear and tear. The failure was caused from water in the evaporator pan backing up and overflowing and leaking onto the heat exchanger as well as the blower motor. These failures are due to secondary water damage and are not covered under the HSA contract.

Consumer

Response:

Review: I pay for a home warranty plan with hsa. We called about an air conditioning problem on a Tuesday. The service company came on the next Friday. On the following Tuesday hsa contacted us and stated they will not cover replacement parts or replace the outside a/c unit. They state the reason they will not honor the claim is due to fin damage and unclean air filter.

We contacted a Mechanical company with the same issue who assured us the fin damage and filter would have no affect on the compressor not working on the unit.

The claim we placed with hsa last year mentioned some of the same issues we still have on the a/c unit this year and we're not replaced last year. The fins were not combed out then and the old compressor was left in the unit disconnected.

We have been trying to contact hsa by phone multiple times. I am currently on hold with them as I write this and have been on hold for 46 minutes on my phone and an hour and a half on my husband's phone. We have spent more than five hours total on hold with them this week alone and it is only Wednesday. The first person you speak to can not assist you. They will transfer the call and it continues to hold. This is the WORST customer service ever!Desired Settlement: Why would we pay a warranty company that doesn't repair the items they say they cover. I want my money back for the service call, the a/c unit repaired or replaced and then cancel my service with hsa.

Business

Response:

If the homeowner would like second opinion, they can contact their vendor and have them report their findings to HSA for review. The vendor can call the vendor hotline at ###-###-####.