Home Security of America, Inc.

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.

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. Although I did receive a call from the dry wall company on Thursday March 9, I had to ask him that I call him back to schedule a time for him to come out due to his refusal to do any afternoon appointments.  He would not schedule anything past 1:00 pm on any day, which posed a problem and I needed to have a conversation with other family members to make this work.  I called him back Four times on Friday March 10 only receiving his cell phone box, however the message said the mailbox was full and no more messages could be received.  I subsequently called him back twice on Monday March 13, and was able to leave voice mails both times without any response from him.  I have tried again today March 14 to get in touch with him and have not heard back.   This issue is going on two months without resolution.  The only time HSA takes any action is when they receive a response from the Revdex.com.  The last letter from HSA stated they dispatched the Drywall Company, but only did so the day I received the response from the Revdex.com.   At this point:  I need HSA to either force the Drywall Company to call me to make an appointment, or dispatch a reputable company out that will do the job.  If neither of these can be accomplished within the next 5  business days, it is time for HSA to pay me the full amount allowed to complete the repair they have failed to provide.  There has been a 10 foot by 16" hole in the entry way of my home for going on 2 months.  This is completely unacceptable for any reasonable company. I am due to have company and this is not something that as a home owner and PAID for coverage that I should be consumed by for months. I am getting tired of going back and forth with HSA and feel it is time for them to just perform the repairs they have agreed to in writing by contract.    
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[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.HSA apologizes for the frustration
the customer has experienced. I have reviewed HSA's records with regard to the
air conditioning issue. On July 31, 2016, service was requested for the air
conditioning system and the request was dispatched to [redacted] to diagnose the issue. [redacted] reported to AHS
that repairs were completed on August 2, 2016. On August 29,2016, service was again requested for the air conditioning
system and the request was dispatched to [redacted] to
further diagnose the issue. The customer requested that HSA dispatch a
technician able to diagnose the issue in a more timely manner than [redacted] and the request was dispatched to [redacted] found that the air conditioning
system was working properly with no malfunctions. On September 1, 2016, service
was again requested for the air conditioning system and the request was
dispatched to [redacted] to further diagnose the issue. On
September 6, 2016, [redacted] again reported to HSA that the
system was functioning properly with no failures.A mistake was inadvertently made and HSA did
not cancel the second service request that had been dispatched to Piedmont
Mechanical. On September 20, 2016, [redacted] reported to HSA that
their technician had returned to the home and also found the air conditioning
system functioning properly with no mechanical problems.Mr. [redacted] disputed the diagnosis provided
to HSA by [redacted] and [redacted] and HSA
dispatched a service request to [redacted] to further diagnose
the issue and provide an additional opinion. [redacted] has reported to HSA
that an appointment has been scheduled for September 30, 2016. When HSA has
received information from [redacted] regarding the technician's diagnosis, Mr.
[redacted] will be notified of HSA's position.

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] ###-###-####.

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]

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 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]

Review: Our air conditioner went out June 26th a repair man came to the house on Sunday June 28th he stated the whole unit really needed to be replaced but that they would not cover that ( our contract states they will ) so he try to get in touch with them to get authorization on the part but he couldn't get through so he had to leave he had other calls it was only about 117 that day and about 123 at least in the house so around Tuesday I finally got someone to authorize the part but HSA had to order it this time and it is now Tuesday July 7th still no air no one will talk to us they even once offered to buy us out of the contract but would never give a price. I'm 65 years old my wife is 62 with breathing issues it has been very hot here and it is just not right to have to go through this I paid them on time. the air broke about a month ago they fixed it the next day but that man also said it will keep breaking the whole unit needs to be replaced it just gonna keep breaking and it sure did. This just isn't healthy for us. I know there waiting for us to replace the system and that's what Ill most likely have to do if I don't hear from them soon and it's gonna take every last bit of my emergency money I have that's why I went with them so I wouldn't have to worry big joke on me.Desired Settlement: For them to replace our air conditioning system so we do not have to have it break down all the time . The Unit is about 20-25 years old

Business

Response:

HSA apologizes for the delay in the claim. HSA confirmed with the vendor that the installation of compressor was completed and there was an issue with the wiring and the technician went back out to repair that issue on 7/10/15.

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.

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

Review: Claim for a broken AC system, it is over 80 degrees in the house for 3 days, talked to 3 people and held over 3 hours, no answers, and not fixed.

We contacted HSA home warranty on Thursday to make a claim and get our broken AC system fixed it has been over 80 degrees in the house since Thursday. They sent us information on the company they assigned to address the claim. The company (Dawson Services) was supposed to contact us within a few hours or next business day. We called them and left messages twice, then finally reached them the third time. The lady who answered for Dawson services was very rude and informed us that she had not been planning to get back to us for a while still. We were able to get them to come out on Friday. After checking on the system, we were informed that they needed to get a part and because they wouldn't get the paperwork into HSA til Monday at the earliest, it would take about a week, maybe two in order to get the problem fixed.

We called HSA to find out how this could be addressed sooner. We spoke to a customer service representative who said we had to talk to a supervisor. He put us on hold for a supervisor. After an hour and half on hold we called on a second phone while remaining on hold. Finally getting a second customer service rep (one of the two were named Dominic, we believe, but don't know the other's name), he explained we needed to speak with a supervisor and that he would put in to have the supervisor call us back since still no one was answering the call we still had on hold.

No one ever called that evening or the next morning. Called back Saturday morning around 9:30am. Spoke to customer service rep DJ. He informed me that he would not have any answers for us til at least Monday. It has been over 90 degrees outside Thursday, Friday, and is today as well. Tomorrow is expected to be 86 degrees. And we won't even have an answer as to how long it will take to get this fixed for another 2 days.Desired Settlement: We contacted HSA home warranty on Thursday to make a claim and get our broken AC system fixed it has been over 80 degrees in the house since Wednesday. They sent us information on the company they assigned to address the claim. The company (Dawson Services) was supposed to contact us within a few hours or next business day. We called them and left messages twice, then finally reached them the third time. The lady who answered for Dawson services was very rude and informed us that she had not

Business

Response:

HSA apologizes for the delay in the claim process. The claim has been approved and the homeowner and vendor have been updated as of 10:30 this morning. The equipment has been ordered and the vendor will contact the homeowner to schedule an appointment for the repairs to be completed.

Consumer

Response:

Review: HSA is my home warranty company. My AC went out on Saturday it took me two days to make a claim finally had to do it online. Have been in contact with customer service numerous times get put on hold for an hour and a half at a time. We are now on the fifth day without AC and 104° weather I am not very happy with their customer service they have none. The contractor that was summoned out to the house was not very professional either. I told the contractor before he even came out that it was the fan motor he came out he diagnosed that it was the fan motor and told me he had to get a hold of HSA and it may take a week to get this resolved so now I'm going on two weeks without AC for an issue that could've been solved in one day.Desired Settlement: Hire customer service representative's instead of just taking everybody's freaking money.

Business

Response:

HSA is having an associate contact the vendor for the needed information for the claim and will reach out to the homeowner to advise of status.

Review: Waiting over 4 weeks for replacement refrigerator. Customer Service hold times have been over 2 hours and no one responds. Update unavailable

May, 2015, I was approved for a refrigerator replacement after 7+ years of paying deductibles to fix the same problem. I was finally aoproved for a replacement however it's now been 4-5 weeks since I've approved the model they told me to review and I cant seem to get anyone on the phone to give me an update on when I can expect a replacement. They respond within minutes on social media however after over 2 hours of hold time in the phone I can't get an updateDesired Settlement: I would like my replacement, all refrigerator deductibles over the last 5 years and free cancellation of my contract.

Business

Response:

HSA confirmed the refrigerator is being delivered 6/30/15 and the homeowner have been in contact with the delivery company.

Review: I filed an online claim against my HSA contract April 27,2015, my home was on the market to sell and my dishwasher failed during this time. It is covered under HSA contract, with a 100 dollar deductible. Within approximately 3 weeks, the repairs were completed and the dishwasher was supposedly fixed. Approximately 4 weeks later, I file another complaint for the exact issue that was supposedly fixed. Finally, after several cancellations it was around September 3, 2015, the dishwasher was "repaired" again. The tech showed me the dishwasher was working in test mode. First load of dishes run in the dishwasher and the dishwasher still is not functioning appropriately. Same issue has not been repaired. I have paid the deductible on this second "repair". I file a third complaint within a week, telling HSA this is unacceptable, 2 repairs and $200 dollars and my dishwasher is still not working. I have been working on this since April and it is now September. I have been without a dishwasher for over 4 months and I am trying to sell my house. I was informed that my home was off the market and they will send a tech out to evaluate the dishwasher. My contract is still in effect, expired October 22, 2015. Technician arrives at my house around the end of September, orders a part to "fix" it again. October 3rd I receive a letter telling me that the contract does not cover pre-existing conditions and the service was cancelled. I called them and argued the point and I was informed that my house was not on the market, so the dishwasher would not be repaired. My contract was still valid at this point and the repair had not been completed.Desired Settlement: I am over $200 into this, inconvenienced for over 5 months, wasted time arguing with the company and I still need a functioning dishwasher. I expect it now to be replaced and installed with an equivalent or better model.

Business

Response:

The contract was cancelled as the homeowner advised HSA on 9/3/15 that the home was off the market and was going to be put back on shortly. The contract for sellers is only during the listing period and if off the market, there is no coverage. HSA is refunding the homeowner the $100 deductible for the July dishwasher claim that was a recall claim and he should not of paid a deductible. The refund check will be mailed out 11/10/15.

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 ###-###-####.

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: 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 have been trying for over 3 months to file a claim getting approval for several items that should be covered under the Home Warranty. Each time I call in, I wait on the line for at least 1 to 2 hours and then once I think someone live will talk to me, the phone hangs ups. I must have spent over 15 hours waiting on the phone for the past 3 months.

Here are the two issues:

1. The toilets were broken so I went ahead and had it fixed but I have the invoice.

2. The air conditioning has not been working all summer but I don't have the money to upfront the repair so I'm waiting for an approval or have this service by the company.

I am not sure how else I can talk to a live person at the company. I would like to talk to someone there please, I don't have time to call in everyday and wait for hours only to be hung up.

Very very frustrated at the moment.

[redacted]Desired Settlement: Please someone call me so I don't have to wait on the phone for endless hours.

Business

Response:

HSA apologizes for the long hold times and will have an associate reach out to the homeowner to file the a/c claim. The homeowner can attach the invoices for the toilet repairs for HSA to review.

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: 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.