Home Security of America, Inc.

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: 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: 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: 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: Dissatisfactin with Home Inspection offered by HSA and Warranty. Home Inspection was incomplete and I have received no satisfaction from the company. I've called and emailed with a complaint.Desired Settlement: If electrical issues had been addressed at time of inspection, I could have negotiated with the seller. Basic electrical issues un-addressed by the inspector.

Business

Response:

If the repairs have already been completed, the homeowner can send in a copy of the invoice for review. It can be emailed to [redacted].

Consumer

Response:

The items have not been completed because I can't afford to complete them at this time. That's why I'm complaining!!! IT will all be at my expense.

Business

Response:

HSA does offer inspection services to homeowners. The inspection is done by a completely different company and is not affiliated with HSA. If the homeowner has an issue with the inspection, then they would need to speak to them directly.

Review: We had a contract with HSA HOME WARRANTY for a property we own. We had a service failure and they refuse to pay our claim even though two service contractors said the same thing that there were not replacement parts available to fix the stove. Per our contract they should be paying a replacement cost for the stove. The stove failure dates back to June 30th, 2015, I call on a regular basis to check on the status and get the same answer that [redacted]) has my concerns in que but I never hear from them. I am owed the replacement cost of the stove and for an additional service call per the request of HSA for a second opinion.Desired Settlement: For them to pay me the money they owe me

Business

Response:

HSA has reached out to the homeowner's vendor to verify the part number. HSA's vendor and the homeowner's vendor have the same description, but different part number with HSA's vendor's part being available and the homeowner's vendor's part not available. HSA has requested them to call back with the needed information.

Consumer

Response:

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: 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.

We bought a house last year that had a warranty with HSA and the owners bought us the warranty for a year. We decided to renew the warranty this year because we thought we would receive good service. Well we have had the same problem with our master shower since we bought the house and had 2 different plumbing companies look at & supposedly repair it. Well, they did a quick fix & never really fixed it. So we decided to get a second opinion. The company we used was very knowledgable and were able to fix it. When we sent HSA the authorized work order which cost us $580 for repair because the shower valve needed to be replaced due to it being cracked, they only wanted to reimburse us $100(-$75 ded). The mom and pop shops they use are unreliable at best and don't know what they are doing or they simply do a quick fix knowing they will be called out again to be paid over and over again, never really fixing the problem. I find it hard to believe that to replace a shower valve it only cost $175. That includes labor and the shower valve/shower head? This is a scam and I will never recommend this company. I am actually saving HSA money by having it replaced instead of a simple fix. I want need to call them for this repair again! According to the claims history, HSA has already spent $550(including our $100 reimbursement) on this one repair! I have spent roughly $1200 to get this shower leak fixed. My warranty for 12 months was $699. I paid $580 for the repair. At this point I am also looking to cancel my contract due to dissatisfaction with the services provided. [redacted].

Review: We filled a claim may 16th 2013 on our ac unit. Hsa decided to replace which is great, but its now july 10th 2013 with tempatures running in the 86-99 degrees and we still have no air. I have made multiple calls to the supervisors and stay on hold for usally 30 mintunes to 1 hour and they always tell me we had no idea what was going on and tell me they will call me back and it never happens. I have even emailed their vp which was what got them going the first time. the first company they sent out was terrible and not having much luck with the secound one. Hsa dosent seem to care what me and my family are going through, they wont even offer to pay for a hotel or ac room unit, nothing to help us out at all. The past couple of days there has been a heat advisory heat index of 106, did they call and check on us or try to hurry the process along.. No. We had to purchase a costly($540.00) ac room unit from Lowes just so we could sleep with kind of heat. Just terrible. They truly do not care about there customers. We have been confined to one room and I cannot even cook my family dinner because of the heat is to much from the oven whithout ac.Desired Settlement: I would like them to pay for the $540 room ac unit they have forced me to buy in order to get thorugh the summer.

Business

Response:

HSA apologizes for the inconvenience to you and your family during the resolution of your air conditioning claim. HSA has approved to reimburse $250.00 towards the window unit that was purchased during this time. An authorization associate will be contacting you to go over what needs to been done to process this reimbursement.

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: Ms. [redacted] and HSA entered into a contract for HSA to provide Home Warranty Services (Insurance). Ms. [redacted]

called with claim on May 5, 2015 for HVAC System replacement. It took Ms. [redacted] 6 weeks, 23 phone calls and 23

emails to get claim approved. HSA has failed to communicate potential contractors of approval of claim and has

misled contractors in order to avoid payment to plaintiff. HSA has failed to communicate to Ms. [redacted] necessary

information to get reimbursement once Ms. [redacted] pays her own vendor (which will not bill HSA). HSA appears to be deceitful, deceptive and appears to stall communications to get Ms. [redacted] claim paid. HSA appears to be negligent in order to delay payment to Ms. [redacted], making impossible to collect payment. Ms. [redacted] family is suffering as they need AC in their condo and Ms. [redacted] is afraid she will have to move her family from the unit due to temperatures raising.Desired Settlement: I want to get paid for my HVAC unit replacement without hassles.

Business

Response:

HSA approved this claim on 6/4/15 for $5000. HSA received a copy of a Wisconsin DOI complaint that the homeowner filed. HSA has followed terms of contract and did authorize $5000 aggregate payment for replacement of packaged heat pump system. HSA will agree to reimburse customer $5000 prior to receiving receipt if the homeowner signs and returns the release of liability form.

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 calling this company for months now to notify them of not renewing the home warranty contract.

I have been calling this company for months now to notify them of not renewing the home warranty contract. Hold times range from 30 minutes to more than an hour and when they do answer and I tell them that I do not wish to renew the contract they put me back on hold for HOURS and no one ever answers it again. They have me on auto renewal and I believe they are simply preventing me from canceling the policy.Desired Settlement: I would simply like not to renew the home warranty contract

Business

Response:

HSA took the contract off of auto renew on 6/29/15 at 7 am. This contract will not renew.

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've been dealing with being taken advantage of by this company for over a month now. My ice maker quit working. I put in a claim. They send out a technician who decided to play a guessing game as to what was causing the failure. "Hmmm, I think it might be the water filter. Often the water filter affects the ice maker. Let's get that replaced, and if that doesn't fix the issue then we'll go from there." I wait almost 2 weeks to then find out HSA denied the claim. Stating water filters aren't covered, EVEN THOUGH my contract states the refrigerator and freezer, and ALL OF THEIR parts are covered. Then I'm told that the $100 that I paid doesn't even go TOWARD the company replacing my filter. Finally I'm told that if I get the filter replaced, and that's not the issue, then they'd have to come back out and fix the real issue. At this point, I'm very disappointed with their practices completely. I also have to deal with the fact that another claim I put in with them isn't satisfied properly. THAT contractor never called me to schedule an appointment, nor answered my calls or returned my voicemails once I called them. So all of this together caused me to just cancel my policy with them. After this, I replace my water filter, and surprise surprise- the ice maker STILL doesn't work!!! The filter was never the issue in the first place! So, I'm out the $100 I paid them for the service fee, the money that I paid for a new filter (which are NOT cheap), and the issue still isn't fixed! I call HSA back, and of COURSE, there's "nothing they can do because I canceled my policy". What?! You should still be liable for fixing an issue that I PAID the service fee for, and that YOUR contractor misdiagnosed! HORRIBLE SERVICE AND COMPANY!Desired Settlement: I would like for HSA to either have my ice maker correctly and thoroughly repaired; or to receive a refund of the $100 service fee that I paid, the remainder of the monthly premium that wasn't refunded, and reimbursement of the cost for the water filter which didn't fix the issue as they stated.

Business

Response:

HSA apologizes for the custoemrs experience. Their contract has since expired on 11/11/2015. HSA as a service gesture will refund the $100.00 deductible that has been paid. Thank you

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like the know the manner by which the deductible will be refunded to me.

Regards,

Review: Company sent someone to repair issue with furnace problem.

A repair person was sent to my house by HSA to repair furnace issue. Repair person was in home for 15 minutes, stated he repaired the problem and left. Paid $75 deductible. After repair person left, problem persisted. Billed for another $100 for issue that was not taken care of in the first place.

This company, from what I can see, sends someone out to find flaws in things that are not covered under warranty in hopes of fixing problem. If problem is not fixed, they send someone out again, which is another $75, plus any expenses not covered under warranty.

Basically, they send someone out to fix the problem over and over, but problem never really gets fixed until our expenses have been exhausted.

I have called numerous times to get this straightened out. The furnace has not been fixed, and yet we are out $175 for nothing.

This does not seem to be a good practice and terrible customer service.

Was advised they can send someone out again, but if the person finds the problem is not covered under warranty, then it will not be covered. This is find, however, isn't that the first person was supposed to fix to begin with?

Seems to me they take our premiums we paid, but do the least amount possible to fix things.

Had a person come out to fix stove a week prior. Very nice gentleman. Unfortunately, we are still having the problem with the stove, so this was not fixed either. That was another $75 for nothing.Desired Settlement: Repair of initial problem. We should not have to pay the first repair person the company sent out to fix a problem he did not fix. That is not why he was sent to my house to do any maintenance work. He was sent to fix the problem by the warranty company, and he did not.

Business

Response:

The service provider came out to the home and found water backing up into the combustion blower housing. The technician cleaned water out of the system, which is not covered under the warranty as the warranty does not cover general maintenance or cleaning. The warranty covers mechanical failures due to normal wear and tear. HSA has verified with the service provider that they have left several voice mails with the homeowner trying to set up a service call. The service provider is willing to look at the system and report the diagnosis to HSA. At this point, HSA is waiting for the homeowner to set up the appointment with the service provider so HSA can get the diagnosis from the vendor on why the furnace is failure on the second claim.

Review: I have been trying to cancel my agreement with them since they do not provide any service at all. During the summer my air conditioner broke. I submitted a claim and was told there was no contractor available that I had to find my own. Once I found a contractor, they had to agree to work with the warranty company on this issue. No one will work with this company, so even though I am paying for the top plan, I had to pay for the service myself. I thought the whole purpose of the home warranty was two fold, one that the company had service providers so you did not have to try to track one down. the second benefit is that other than the monthly fee and deductible there was no need for cash. so far all this company has done for me is take my money.

giving them the benefit of the doubt, foolishly I submitted another claim. and guess what? no contractors available I need to go find my own.

They claim that all this was made known at the beginning when I signed up. This fact is so obscured during the sign up process that who would see it.

Secondly, I think they need to change their advertising from "provide homeowners piece of mind" to "provide homeowners with aggravation and rob them blind".Desired Settlement: I want them to stop billing me immediately. I have already paid $1000 for absolutely nothing.

Business

Response:

HSA apologizes for any inconvenience the homeowner may have had with her claims. The homeowner was advised in July of 2013 that this is a non-cancellable contract per the state cancellation provisions, but the contract was taken off of auto renew. HSA has taken the homeowner off of the automatic deduction of the payment as requested, but she will still be billed for the payments. As far as the air conditioning claim, HSA offers authorized choice of vendor when the affiliated vendor is not available, so the homeowner does not have to wait for service. HSA has never received the diagnosis of the failure from the technician. If the homeowner would like, she can send in a copy of the paid invoice and HSA can review the claim

Review: We contacted HSA on Sunday night (7\27\14) regarding an issue we had with our washing machine. We were told [redacted] would contact us Monday (7\28\14). We were not contacted by [redacted] on Monday morning. When we contacted [redacted] ourselves Monday afternoon, we were informed that [redacted] does not service our brand of washing machine. We again contacted HSA regarding this new development. A HSA representative set up a service call with another company, A&E for (7\29\14) between 8 am and noon. Before hanging up, the HSA representative clearly stated that if the appointment would not be made for some reason, someone would contact us. As of noon on Tuesday no one had arrived to service our unit and no had called us to notify us of a change in the appointment time. Upon contacting HSA again Tuesday afternoon, we were told the appointment was rescheduled for Wednesday between 1 and 5 PM. At the time, I said this was unacceptable and wanted someone to service the unit that day, after missing out on an appointment Monday. HSA did not comply with this request. At 4 PM on Wednesday (7\30\14), almost 72 hours after the original call for service, an A&E technician arrived. Upon evaluating the unit it was determined the machine needed almost $1100 worth of repairs. After contacting HSA himself, the tech informed us that HSA would cover about $220 worth of the repair or they would provide that amount in a "cash out" option if we decided to not repair the unit. On Wednesday evening I contacted HSA to discuss our options. I was on the phone more than 70 minutes, a great majority of that time on hold. I talked to 3 different people, the last 2 of which said the best they could do was to refund my $78 deductible on top of the $220 repair/cash options. I asked for $500 in repairs/cash based on two factors. One, while on hold with HSA over the past several days they through their automated system claim to value customers' time. I believe this to be untrue, as my wife and I have spent the better part 3 days dealing with phone calls, missed appointments, child care coverage, and not having a working washing machine that was supposed to be covered by a warranty. This brings me to my next issue with HSA. Our contract states that the washer is covered for component parts up to $2000. It then states a list of excluded parts. Given the list of excluded parts, what exactly does the warranty cover? $2000 sounds nice, but almost every piece of common mechanical failure on a washing machine is excluded. I believe HSA, did not operate in good faith when they said my washer was under warranty with them by their extensive exclusionary parts list. Furthermore, I don't think my wife's or my time was valued by HSA as we are still dealing with this 72+ hours after the initial phone call.Desired Settlement: I wish to settle with HSA for $500 towards the purchase of a new wash machine of our choice. $220 for repair/cash, $75 for refund of deductible, $205 for our lost time due to missed appointments and phone calls with HSA and their service providers. Not to mention an unrealistic warranty placed on our washer.

Business

Response:

HSA apologizes for the hold times that the homeowner experienced with the claim. The items that were not covered were the tub and the tub seal as those items are not covered under the base plan. The tub would have been covered had the homeowner purchased the 7 star upgrade. The cashout stands $296.17 which includes refunding the $75.00 deductible.

Review: Over the past 4 months I have had an open claim to get a dishwasher fixed under the terms of the home warranty provided. At least 5 separate people have been out to attempt to fix the dishwasher never getting it completely to working order. Calling HSA requires a minimum of 1hr of hold time, usually 30min+ before actually talking to someone followed by another 30min while you are transfered to a supervisor, many of times during my calls I have been hung up on. Despite the fact that none of their vendors can remedy the problem they will not replace the still non-functional dishwasher instead they just insist on continuing to send people out and offer many times to send the same people out. This stall tactic has been successful on me, I have purchased a new dishwasher at my own expense as my family and I could not waste any more of our time waiting for HSA to repair/replace the covered appliance. Between the absolutely atrocious customer serive and the breach of contract regarding keeping all appliances under warranty in working order I felt the need to reach out in the hopes of preventing others from wasting their money on the policy.Desired Settlement: Honor the contract in place to maintain working order on all covered appliances. Also their offer to have someone out to fix non-working appliances within 48hrs which never was the case.

Business

Response:

A supervisor will be calling the homeowner to discuss options.

Review: On Saturday, 08.23.2014 I submitted a claim online for a main line clog. I looked at my contract first to ensure this was covered. I received a call the next evening from [redacted] advising that a plumber would respond the next morning, on 08.25.2015. The plumber arrived several hours early. He advised me that due to the water level, my toilet would have to be removed in order to clear the main line, he also advised this would not be covered in my warranty (I had read my warranty and was already aware of this). He called HSA for approval. When he got off the phone he advised me that this would not be covered by my warranty, as it was tree root blocking drain. From the time he arrived until the time he left I did not feel confident in his ability to perform the work I was requesting. After he told me that it would not be covered in my warranty I told him that I would contact HSA. He advised that was fine, as he did not have the tools he needed and did not have any more time that day. He quoted me for the work to be perform, in addition to still having to pay the $75 through HSA, advising that it would be due upon his arrival the next day. I attempted to call HSA. After being on hold for two hours (with no option to leave a voicemail) I needed to disconnect due to work obligations. After my work obligation attempted to reach the plumber directly, but received no answer, at this time I decided to cancel his return the next and left him that message. The next morning I attempted again to reach HSA. Again, I was on hold for two hours (again, with no option to leave a voicemail). And again because of work obligations I needed to disconnect. I attempted to call HSA back later in the day, this time I was on hold for one and one-half hours when the line disconnected. I believed that the plumber was trying to get money from me by saying it was tree roots, knowing this would not be covered in the warranty.

After not being able to reach anyone at HSA, not feeling confident in the plumber and feeling as if he was trying to exploit me, I contacted a different service. The other service provider came out, performed the work and advised that it was not tree root blocking the drain (as I had suspected, and thus would have been covered under the warranty).

I received a notice, dated 11.11.2014, that I owed $75 deductible for "the service performed at your home". Since a service was not provided (I certainly didn't need an expert or anyone else telling me I had a blockage as all my toilets were full and there was water in my basement). I called HSA on 12.10.2014 (I travel for work and therefore do not always receive my mail in a timely manner). I spoke with someone at their call center, as soon as I began to explain my problem she told me that I needed to call back, but the said that there was still someone there from the department I needed to speak with. As soon as the next representative answer she asked how I would like to pay. I advised her that I was not calling to pay, I was calling to file a complaint. She advised that I asked for the wrong department. I advised her that I didn't ask for any department and that I began to advise the previous operator of the situation when I was cut off and told I was being transferred. I then asked to speak with a manager. [redacted] explained to me that a clog would have been covered, but not tree root. I told her I was already aware of this. She then advised of the notes written by the technician at Scott Plumbing Company. She advised the notes read that the toilet would need to be removed to perform the service (she strayed from the notes advising that this would not be covered) and said that the notes say tree roots were suspected to be the cause. I understand that a plumber cannot be certain until the line is cleared, however the technician I spoke with told me it was tree roots (and even pointed out the ones he suspected, which didn't appear to be too close to the line). He also advised that the payment would be due when he arrived. I did not and do not feel I should have to pay someone for services until they are performed to my satisfaction. The fact that he told me one thing and the notes read another thing lead me further to believe that he was attempting to gain money from me. [redacted] then became rude and continued to interrupt me. It was then apparent that she was not going to try to listen or understand. I then stated that I would be contacting the Revdex.com for a resolution. She told me that was within my rights (again, something I was already aware of).Desired Settlement: I should not have to pay the $75 deductible because no service was performed and the technician was wrong about the problem.

Business

Response:

The deductible is due at the time of the service call. Per the terms and conditions of the contract, on page 4, number 3. TRADE CALL FEE: you are obligated to pay the $75.00 trade call fee or the actual cost to repair/replace, whichever is less, for each separate trade call. A trade call means each visit by an authorized service contractor for a single trade (plumbing, electrical, appliances, heating and air conditioning and pools/spas). If multiple visits required to remedy the same problem, you are only required to pay one trade call fee. If service work performed under this contract should fail, then HSA will make the necessary repairs without an additional trade call fee for a period of 90 days on parts and 30 days on labor. Your payments must be made prior to completion. We will not respond to a new request for service when any previous trade call fee is outstanding. Failure to pay the trade call fee will result in suspension of service until such time as the proper fee is paid. At that time, service coverage will be reinstated, but the service period will not be extended. Additional work performed by the independent service contractor at your request will be at your sole cost and risk. In the case of a denied claim, you will be responsible for, in addition to the trade call fee, any overtime charges incurred and/or charges incurred to provide access to the failure. HSA will request your approval prior to work involving overtime or accessing charges. Your refusal to approve these potential charges may cause a delay in service or the inability to diagnose the failure and determine coverage availability. The deductible is due on this claim.

Review: Trying to avoid providing services specified under contract

Not providing a high level of CS

This is my second issue with this company.

I have tried filing twice with this company to get my a/c fixed. When I filed the first time, they said they dispatched a local company. The local company never called, so I reached out to follow up. The local company told me that they always delete service calls from this company because they are impossible to reach/work with.

I have called multiple times and never had a wait time under two hours.

I called today and finally reached a rep. When I put him on hold to transfer him to the service tech I had finally called out, the rep then mocked me on the phone. I requested to being put in touch with a superior and was placed on hold for over an hour. The call ended on their end without me ever getting to speak with anyone.

We had similar issues with this company a few months ago when our water heater broke. We were quoted a dollar amount of coverage, so we called a technician to fix it. When we called the HSA back to confirm coverage and payment amount, we were quoted a different amount. We asked to hear the tapes from our prior conversation and the company said absolutely not. They also tried to deny that our plan covered specific when it actually did. That was around a $400 difference they tried to cheat us out of.

The customer service is outrageous. We have called in early morning, midday, and even at night (10pm) and always have an outrageous wait. I feel like this company is mostly just taking peoples' money without providing services and help they advertise.Desired Settlement: I'd love a follow up with our current claim. I'd also love to hear resolution for the personal aspect as well.

Business

Response:

HSA has reviewed the call and the associate is no longer with HSA. HSA apologizes for the poor customer service and an associate will be calling the homeowner to obtain the vendor's contact information to get the diagnosis of the failure.

Review: I filed a claim In March 2015 for electrical work that I had done. After filing claim I was told that I would receive a refund of 210.00 dollars. I have called to check on my claim, but no one answers or if they do, then the call is disconnected for some odd reason or I am put on hold for an hour (I get the message that they are not trying to work with me). I logged into my account on-line and it says that I have been paid my 210.00$ refund. I have never received any money on my claim, so it's suspicious that they said they paid me but they won't talk to me about my claim. My warranty was paid in full and I filed a legit claim. It looks like I have been scammed. I want my money and I want to warn others about this company that can take your money for the warranty, but not pay off your claims.Desired Settlement: I want my 210.00 refund and I want to warn others about the practices of this company.

Business

Response:

Check number [redacted] for the amount of $340.00 was mailed out on 4/29/15 to the property address. HSA does not have any different mailing address for the homeowner, so the reimbursement check was mailed to the property address.