Home Security of America, Inc.

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: 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: 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:

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.

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: 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.

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: 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: 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: 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: 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: HSA does not honor the home warranty contract in place and appear to be using unethical business practices to avoid payment for legitimate claims. I had a gas leak on my furnace and after their contractor came out it was recommended for replacement. HSA came back with $2500 in charges it said were not covered. I followed up with the contractor, who shared his own complaints about the company, and went through the list of not covered items and they indicated most of what they taken exception to, ductwork, electrical, and gas line modifications, were just expected installation / modification work when replacing any furnace. These are also in no way shown as excluded in the contract which says it provides a $5000 mechanical system limit. I priced out a repacement unit which I can almost buy for what HSA has totaled up in excluded charges. They also said they would reimburse me if I chose to use my own contractor for the furnace replacement to the tune of a whopping $195. This correspondence was by email as it is almost impossible to actually reach a person to talk with as hold time are typically at least an hour.Desired Settlement: HSA pays for the full replacment cost of the furnace that my home warranty is supposed to cover

Business

Response:

The homeowner has the base plan and due to the age of the furnace in the home, the vendor quoted several items needed to be modified and code upgrades to bring the furnace up to today's standards. Even if the homeowner would have had the 7 star upgrade, there are some items with set maximum aggregate amounts.

Business

Response:

The contract was mailed out to the homeowner and advises them that they can add options/upgrades and the homeowner chose to do so. The claims approval stands as is, as the cash out going to the homeowner once HSA receives the paid invoice.

Consumer

Response:

Review: HSA's hold times are very long and direct callers to go on line for faster service. I went on line and filled out the claim form for a hot water expansion tank that was leaking on Thursday 2/25 noting selecting the issue under plumbing/hot water heater then "other" listing the leaking expansion tank as the reason. I then received an email telling me that [redacted] ###-###-#### was assigned to the job, and they would contact me directly. Thomas and sons was out on Saturday (The tank ruptured on Friday night) and replaced the tank (no issue with them). TODAY I got a call from the warranty company telling me the claim was denied -- after the fact? They set up the plumber to come to my house, not me. I've set up claims in the past that I was uncertain of at this address -- one I received a call prior as denied, 1 both HSA and I were uncertain if it was inside or outside, so the plumber came out to investigate and that was denied as well (no work performed). My contention is that this service should be covered under the warranty because the plumber was dispatched to my house and the work performed. I did not circumvent their process in any way. When speaking with the CSR about the denial today he told me, "no matter how you dance around it, this is not covered" -- and that type of customer service is deplorable.Desired Settlement: I paid the plumber an additional 125, but this should be covered under warranty since they dispatched the plumber, and they waited until after the fact to deny. I want them to refund me the money, and I do not appreciate the "Dance around it" comment. They need to not set up service if they are not covering something.

Business

Response:

After further review, the customer filed a claim on line indicating that the system was the gas water heater but noted the failure as other. While we understand that the customer made an appointment with the service provider and was responsible to pay the $75.00 service call trade fee to obtain a diagnosis and any other non coverable charges associated with the claim. The contract covers for specific component parts as well as the water heater itself. The failure that was reported to HSA was the expansion tank that was on the water heater and that is a non coverable item per section E, #1 listed under Domestic Water Heater as a not covered item. If the customer paid the service provider to repair and or replace the expansion tank HSA still would not offer any coverage on that item or any form of reimbursement. Only the water heater itself should it have failed due to normal wear and tear. Thank you.

Consumer

Response:

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.

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: 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.

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: 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: 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 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