Home Security of America, Inc.

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: I have contacted numerous times regarding the plumbing issues I had at home which is supposed to be covered by their warranty services. Not only did I not get the problem fixed in the first visit, but it has escalated to additional plumbing issues. I have contacted HSA again to resolve the issues but my plumbing is still not fixed. It is still leaking currently. I try to reach them many times but I was on hold for more than an hour and half every time. HSA is very inefficient. Many vendors refused to work with them. One vendor came and look at the problem but HSA was supposed to approve it before they can start to work on it. However, HSA still have not contacted me regarding the plumbing issue that I have filed claim on whether they would cover the cost or not. I still can not reach them.Desired Settlement: I would like HSA to send a plumbing contractor to fix my water leakage in the basement so that further damages can be prevented. Please, help. Thank you.

Business

Response:

HSA will reach out to the vendor to obtain in the morning, as it is over hours now, to obtain the information regarding the plumbing issue and will contact the homeowner once they have received this.

Consumer

Response:

Review: I just had an HSA warranty call on my microwave and oven. Both appliances are close to 20 years old. Microwave wasn't heating anything and the magnetron was dead. Instead of replacing micro they are putting in an almost $250 replacement part. The oven was taking an hour to preheat and double and triple the time to cook anything. The whole panel was busted and every time the timer went off it shut down the oven. They don't even make new parts and I'm getting refurbished ones which are quoted at over $300 dollars. The Sears technician they sent out said because HSA gets such extreme discounts on parts they won't even consider replacing the appliances regardless of the age and fact that they can't even get new parts for the appliances. The replacement cost to HSA has to be $250 or more per appliance for HSA to consider replacing. Such a scam. Now I'm stuck waiting another week for the parts to come and am watching my gas and electric bill swell thanks to the inefficiency. I am virtually unable to cook anything because neither appliance are functioning at any level to be of use.Desired Settlement: I would like the microwave and oven replaced with new units.

Business

Response:

Refurbished/rebuilt parts are considered proper per manufacturer specifications and HSA contract. The vendor has a pre-authorized limit of $250 for perform repairs and HSA is working to get the diagnosis on both units. On an approved claim, the homeowner can always choose to take the cash out amount for what the repairs would be and purchase a new unit.

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:

I would not recommend this home warranty company to anyone. Our 20 year old furnace died in January; this was the 2nd time in 2 years it broke down on the coldest da of the y.ear. They did not send out a technician in a timely fashion, so after 2 days of freezing/waiting, we contacted a company that arrived within the hour on 1-22-16. We were told our furnace was unrepairable and was pumping out poisonous carbon monoxide. That explained the nausea, headaches, sore throat, & coughing we were experiencing. That night a Blue Ox staffer was here for 3 hours while we awaited on hold for a quote for the new furnace. The rep told us the max they could give us was $5,000 & he was having trouble getting authorization from a supervisor. We proceeded under the assumption we were getting 5k and we would pay the difference for the new unit. Blue Ox installed the new unit on 1-23-16. Our warranty letter states: "that if HSA's service provider (Randy Lane Plumming) can not respond in a timely manner, HSA will approve your choice of contractor to ensure the convenience of fast service." However, today is 2 months and 1 day later, and we still have no received reimbursement towards the new furnace. They tried saying it was under recall, but we received written notice is was not. We involved Edina Realty; our realtor connected us to Territory Manager Kim [redacted] who handles Edina Realty and HSA as a 3rd party vendor. She then got us in touch with a Marketing rep due to their unprofessional handling of our cases in a timely manner. Kim[redacted] advised us a $1550 payment was a "marketing concession" and that we would get confirmation the following day regarding the actual furnace reimbursement. We continue to play phone tag, however, and get the run around. After 2 months, we have only received about $275 to cover the cost of one part of the furnace. Yesterday HSA called the house looking for my husband; I explained he is always at work and they needed to call his cell, which they had on file. They never called him back. Today as of 12:41, they still have not tried to reach him to resolve this. HSA is unprofessional, do not provide service in a timely fashion, and lie when they claim that "convenience is key and our goal s to make your life easier". Since day 1, we have had a great deal of trouble resolving anything with them. A short time later, our water heater needed replacing. I did not feel safe alone in my home with the plumber they sent over, but I proceeded anyway, as it was the company HSA uses and I wasn't about to go through another whole ordeal over a water heater reimbursement. I would NOT recommend HSA or [redacted] to anyone. On the flip side of this, the staff at [redacted] were fast, efficient, and informative when asked questions. With multiple emails and phone calls back and forth, to multiple representative from multiples departments, over the past 2 months, we more than gave HSA a chance to resolve this. They are hoping that we will give up and they will get out of reimbursing us. At this point, I can't in good conscience let this go unreported.

I own a property out of state that is covered by this company. The heating system went out over a month before it was fixed. This is the 5th heating related problem in 2 years. HSA refuses to replace the unit at the home. There was little to no support with the company. I had to call almost every day for 3 weeks just to find out that the company refused to ship a part to the service company. The tenants I had in the property had to leave due to freezing temperatures inside the home. Resulting in a loss of income for myself and more importantly homelessness for my tenants who are active duty soldiers. HSA did not apologize once during the entire situation and even tried to bill me twice for the deductible. There was absolutely no accountability with this company terrible service!!!! Would not wish this situation on my worst enemies.

Review: There was a leak in my house. I took care of cutting away the drywall to locate the source of the leak. I could no longer trace the leak through my own means. I filed a claim with HSA. They contract [redacted] from [redacted] finally came out (a complaint to file later about [redacted]) looked around, did nothing. Called HSA to gain authorization to cut through stucco on outside of house to gain access to leaking water line. They denied the claim. [redacted] would not even cut the line and place a plug on it in order to allow water to be turned on to the rest of my house. However, they did go ahead and collect the $75 deductible required by HSA. I called HSA to express my dissatisfaction. They claimed they do not authorize cutting through stucco, but will cut through brick, concrete, etc. However, line 5 of their limitations states clearly that they will grant access to plumbing. Only later stating there is a limitation through brick, concrete, etc at a $500 maximum. Regardless, stucco can be broken through with a hammer. Brick and concrete is much more involved. I was told I would receive a phone call from [redacted] the next day for an out of pocket quote on accessing through the stucco. I received no call. I made my dissatisfaction known to HSA and received a call stating everyone was waiting on my decision, which is a complete lie. Basically they stole my money, did nothing to repair my house, and have left me with no solution to water to my house.Desired Settlement: At this point, I am done dealing with HSA. I can fix this problem myself for less. They should refund the $75 that was stolen from me, since no services were rendered.

HSA should also refund a prorated amount of my remaining contract so I can leave them and go to a more reputable company. HSA should also apologize for their unclear contract, lack of communication between their chosen contractor, and pay for whatever materials I have to purchase to repair the problem myself. Failure to respond would be the worst outcome they could choose.

Business

Response:

Per the terms and conditions of the contract, accessing through stucco is not covered. See Limitations of Liability: number 5 : Providing access to a covered component or system other than plumbing or ductwork systems. HSA will pay to provide access to plumbing and ductwork systems through unobstructed walls, ceilings or floors only, and will return the access opening to a rough finish condition. HSA is not responsible for moving obstructions including, but not limited to, built-in appliances, systems, cabinets, tile and floor coverings or pulling and resetting a sink, shower or bathtub to access a failure. Any plumbing or ductwork failure requiring access through concrete, stone, rock or brick is limited to $500 aggregate for total repair including access, diagnosis, repair and/or replacement, even if the primary failure is not located within the concrete, stone, rock or brick.

Business

Response:

The refund check was mailed out on 10/3/14 to the property address.

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: After two HSA Air Conditioning repair vendors were unresponsive, I have been unable to contact HSA. After hours on the phone navigating through the answering system, I was unable to get a person on the phone to resolve the issue. My AC was out for over two weeks before I finally called a non HSA Vendor to repair it. I am very dis-satisfied with the warranty and the level of costumer service and request a full refund of my HSA warranty.Desired Settlement: I would like a full refund of the entire $553 premium that I paid for this warranty due to total unresponsiveness.

Business

Response:

HSA can honor the homeowner's request to cancel per Section K of the contract. The refund is prorated and there is a $40 cancellation fee applied making the refund $81.54. A cancellation letter has been sent to the homeowner to sign and return for the refund to be processed.

Business

Response:

HSA cancelled the contract per the terms and conditions of that contract. The prorated refund amount stands.

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. However, I am very dissatisfied with our HSA home warranty and I will let it be known in my online reviews. Please forward the check to the following address:[redacted]

Regards,

Review: Contract initiated by seller of home at buyer's request (me) to provide coverage for possible failure of major appliances and mechanical systems after taking possession of my new home. The contract specifies that the buyer (me) can contact them (HSA) 24 hours a day in the event of a breakdown. This writer contacted the HSA before initiating service by a repairman. I was able to do so by internet when my air conditioner broke down in June. The Service Legends technician examined my whole-house unit and determined the cause of the failure. He and I as well as management of the Service Legends staff have attempted to reach HSA by phone before initiating repairs. This was required in the contract. The phone is not answered, with callers being put on hold for 2 hours or more. Attempts to communicate by internet have also not been responded to. c I was required to take the $279.84 required to repair the unit. I find the failure of HSA to honor the terms of their contract to be fraudulent and would expect a response from them.Desired Settlement: repayment of cost of repairs and refund of cost of contract as the firm is not reliable.

Business

Response:

A supervisor will be contacting the homeowner to obtain the vendor's information, so HSA can get the diagnosis of the failure to the system..

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.

Regards,

Review: Our Warranty covers several household items, Each time we file a claim we have to pay 100.00 to the Service person which the company sends out. We had the dishwasher looked at and it is still not fixed, that was in Dec. 2004. More recently we found our air conditioning unit was not working with the thermostat on the wall, causing us to have to turn the unit on and off at the heating unit. We called in a claim, paid the hundred dollars to the service man. The service was ok'd through the company, the service man stated the thermostat was the wrong one for our unit. He replaced the thermostat, after which neither unit works with the thermostat. After speaking with another service company it became clear the service tech did not know enough about the unit he was servicing. The service man I spoke to stated that both the heat and air should come on and off with the thermostat as long as the relay system is working. When I called the Warranty company and explained the situation they stated it would be a new claim, we would have to pay out another hundred dollars for something that should have been fixed the first time, if the service provider knew what he was doing. They were suppose to be getting back with me on the situation and I have not heard anything. Our renew date for the Warranty is coming up in August, and I'm beginning to think they think they can prolong this until our current contract is up, after all it took two and a half months to get the dishwasher looked at. I'm wanting a service man that knows about these older Colman furnace and Air units to come out at the company's expense since our hundred dollars went to the tech they sent and the problem was not accurately diagnosed and repaired.Desired Settlement: As listed above I want the Warranty company to send a tech qualified and knowledgeable with the older Colman furnace and Air units at their expense, since the original tech did not properly diagnose the problem or correct it. I had given them the name of the Business that I spoke too, as [redacted]. I want prompt service do to myself and my husband both having chronic pulmonary conditions.

Business

Response:

On 7/6/15, HSA dispatched a different vendor and notified the homeowner of their information to set up a service call. HSA is awaiting the vendor's diagnosis.

Business

Response:

HSA reached to the vendor to obtain information and was advised that they would call them back. This occurred on 8/26/15. Once HSA receives information, the homeowner will be contacted.

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. The complaint has been resolved.

Regards,

Review: We have HSA home warranty for our house [redacted]. Contract Number: [redacted]

We got this warranty from the seller of the house. We bought the house in August 2012.

The warranty is valid till August 20, 2013.

A central air conditioner broke down on or about July 17th, 2013. Contacted HSA and informed them.

The technician came, and reported to them that there was a stem valve in the air conditioner and that he has not seen any thing like it.

So, HSA says that the air conditioner was not properly installed and hence they are not responsible for its repair.

That the technician has not seen a stem valve in an air conditioner cannot be a reason for HSA to say that there is a failure of warranty. The very fact that a stem valve is present in my air conditioner says that there may be stem valves in air conditioners.

We did not get any work done on the air conditioner during the 11 months we were in the house. The air conditioner worked perfectly during the 11 months.

We did not get the air conditioner installed. The seller got it installed. The house passed the inspection.

We accepted the warranty and we expected the warranty to take care of any breakdown of appliances that were in working condition. We maintained the air conditioner well and all sincerety. It was never manhandled. We have no way of knowing that the air conditioner was not properly installed. The seller provided us with a working air conditioner and our warranty should cover any failure of appliances. The warranty was provided in good faith. HSA should get the airconditioner repaired.

If HSA wants to say that the air conditioner was not properly installed and the warranty would not cover it, I would expect HSA to tell me upfront that this particular air conditioner was not covered by the warranty.

They cannot tell me ex post facto that the air conditioner was not covered by the warranty.

This is bad business practice. I was not aware before I got the warranty that that particular air conditioner was not covered.

As a consumer I would have insisted on HSA checking and telling me which appliances are covered and which are not, before they issue warranty.n airconditioner costs a lot of money and their saying that an appliance is not covered after it breaks down is not acceptable.

The air conditioner is for our main bedroom and it is impossble to use this bedroom for the last one month. We are finding it very inconvenient without the use of the bedroom.

We spoke to several persons at HSA on phone and they would only repeat that the air conditioner is not covered.

“Don't be intimidated by some negative reviews here. If you have maintained your appliances in good condition and go with a reputed home warranty provider, your coverage will be fine.” On the website of HSA by the president of HSA. I can provide s screen shot of the web page by e-mail if Revdex.com wishes.

We in fact expect that if we maintained an appliance well and took care of it, it should be covered by home warranty.Desired Settlement: We would like HSA to repair the air conditioner and make sure that the airconditioner works immediately.

Business

Response:

The technician stated that there is a stem valve that is improperly installed. There should not be a stem valve installed inside of the condensing unit. The HSA contract covers mechanical failures due to normal wear and tear. The contract clearly states that improper installations are not covered, unless the 7 Star Upgrade is purchased. On page 5, number 8: Limitations of Liability: Faulty workmanship by any person including a contractor or trade-person selected and hired. Improper installation or connection of any system, appliance or component part by a contractor/trade-person or any other person, including improper conversions of heating systems and additions of air conditioning systems to an existing heating system. If the 7 Star Upgrade is purchased for/by the buyer, HSA will pay costs associated with covered systems that fail due to faulty workmanship or improper installation or modification if the defect or mechanical failure would have otherwise been covered. The denial of the claim stands.

Consumer

Response:

Review: Home warranty contract covers garage door repair/replace. HSA is refusing to honor the warranty even after I followed all the procedures.

I bought a new house in late December. There is a home warranty for one year from the seller. Two weeks after the garage door opener was struggling to work properly. It would not open in the cold. The day it would not open I had to miss work to get it replaced. I called [redacted] to come and replace the opener. After I made an appointment with them I called HSA home warranty to find out if this would be covered. I informed them that I had already made an appointment because I needed to get the door open I was informed that this was acceptable as long as they were a respectable company and HSA recieved a copy of the invoice. This was the agreement and I used a respectable garage door service.

Once the repair technician came I was able to get the door open. He informed me after an initial search that I should replace the opener. I agreed and with the knowledge that it would be covered by HSA to in the end save them money as well with less hassle. I bought the opener that had all the safety standards, key pad and was a middle of the road model.

Due to it being early January and in the morning I left and let the technician do his thing and did not want to remain outdoors in the cold. After the technician was finished he cleaned up. I paid for the replacement via my debit card, and he left after giving me a receipt.

I filed the claim and heard nothing back until I believe it was June/July. HSA said they needed more information from the company. I repeatedly tried to reach them. Finally I was able to and Precision said they sent the material to HSA and talked to them over the phone. In August I received a call from HSA saying they were halting the claim because they heard nothing from the company. I contacted the company again and they emailed me a copy of the service report as well as HSA.

After this I was told by HSA that my claim was denied. They say that because there is no way of knowing if the old opener had the safety eyes then they can't cover it. This is not accurate. The service report says the safety eyes "failed". If something fails it had to be there in the first place. Also, all garage door openers since 1991 have safety eyes. So it is safe to say they were there. The technician was unable to remember if they were there.

So first they deny my claim based on a fact that they can not say is true or not. This was a reason that is inaccurate to begin with. I again tried to get a result yesterday on 8/20 and was given a completely different answer. I was told that the claim was denied because it was an "unauthorized" replacement. Again this is completely different from what I was told the previous day. And again this is a fabrication because I called the day the opener broke. I have this in my phone records. Bottom line is HSA is not honoring the warranty. I have never filed anything before with them and I am not looking for a handout. I expect a warranty is covered when I was told it was covered by at least 5 different people at HSA when I called.Desired Settlement: I am seeking a refund of the cost to replace the equipment that is covered under the warranty. It is around $740. I am a resonable person and know that the policy I believe only cost $490. So they would be losing money on my claim. I would accept the $490 so both parties win. I am an honest person and all I want is an honest result.

Business

Response:

HSA has reviewed the calls between the homeowner and HSA. The homeowner advised HSA on 8/19/14 that the old unit did not have any sensors or wall button. Per the contract on page 3, number 3. Interior Electrical System: Covered: garage door opener (2 systems maximum) must meet current safety standards; includes track assembly and carriage unit if part of the opener unit. The garage door opener that was replaced had to have the safety sensors in order to have coverage. The denial of the claim stands.

Review: We have over paid for a plan and received no refund our dishwasher repare has missed two appointments and was rude to my wife. We still don't have the dishwasher repaired. Had a delay fixing the furnace with the prior owner and didn't get it fixed before it turned cold and we have an infant in the house. There is a pattern of slow, bad service and lack of response.Desired Settlement: Refund for the overpayment and my hundred dollar deductible. Payment for the 10 hours my wife waited while no one showed up. We would like the dishwasher fixed or replaced as promised in the brochures ASAP. I would also like our local rep to respond promptly.

Business

Response:

HSA had dispatched a second opinion vendor on 10/23/14. HSA will contact the vendor to obtain the information on the unit.

Review: I called HSA 3 times this morning and was disconnected each time. How can I get service? At their website, I found no place to ask questions. Please help!Desired Settlement: Answer to my concern about warranty I have with them on my refrigerator.

Business

Response:

The claim was filed online and referred to [redacted] to call to make an appointment. HSA has not receives the information on the failure from [redacted] at this time.

Business

Response:

A customer service representative called the homeowner and the homeowner stated she did not want to proceed with the claim.

Consumer

Response:

Review: Yesterday my Air Conditioning unit went out completely. I tried for three hours to get ahold of HSA and was unsuccessful to receive any assistance from any of the service reps. I ended up having to call a HVAC company myself to come out and inspect the unit at which time he told us that it needed to be completely replaced. Between yesterday and this morning I have tried calling 6 times, sat on hold for over 3 hours combined, submitted a request online, and messaged the company explaining the situation and requesting a call. ALSO, the company who came out for our service call has been spending the morning trying to contact HSA by fax and phone. On one call I was able to get an answer only to be told that I needed a different department (mind you I had already been on hold for an hour) and then when transferred was again put on hold and then the call was disconnected. I am beyond furious with my current experience with HSA and I hope that they will do their job and contact me back ASAP!Desired Settlement: First off, a call back is what I need. Then I would like for them to provide the quickest service possible as it will be reaching almost 100 degrees this week and we have a kid and dogs in out home and no air conditioning is not an option with that kind of weather.

I would hope it is expected that I need not pay any extra fees for having to contact an HVAC company on my own considering that the only reason I had to was because they weren't doing their job.

Business

Response:

The claim is approved for the replacement of the compressor and currently the purchasing department is researching part availability. Once the part has been located, the vendor will be notified of the next step.

Review: This is my home warranty co. My stove went out Thursday night 6/25/2015, called Friday 6/26/2015 morning to file claim. It took me over 45 min to get through to someone. When I finally got through, filed claim and they dispatched a vendor. Did not hear from anyone, Monday 6/29/2015 around 11 am, decided to call the vendor just to confirm they received the assignment and find out when someone was going to come out, the vendor said they did, but they were very busy, they would most likely be out maybe Wednesday 7/1, explained that range and oven are both off. I have two kids at home and need someone out ASAP. Called HSA back, was on hold again for 40 minutes, the rep that answered was able to find another vendor that would be able to come out Tues 6/30, vendor was going to call me back that day to confirm appointment for the next day. Did not get a call, called vendor and left voicemail. The next day Tues 6/30 received call back from vendor in the morning advising they have no clue why HSA send them a dispatched, they did not work with HSA and they rejected assignment. Called HSA Tues 6/30 was on hold again for over 40 minutes, the rep I spoke with said they were going to put me on hold but instead was hung up on. No one called back even though they have my contact information. I called later that evening and was able to get through In 20 minutes this time, advised the rep what happened , she stated that vendor did work with them and would redispatch them assignment they would come out Wed 7/1. Requested supervisor so that I can explained how frustrated and disappointed I was, left message for a Dave. Vendor sent their tech out 7/1 , stated parts had to be order and it would take anywhere from 3-5 days, also confirmed if stove doesn't get fixed with that then they will have to do more looking into it. I received a call this morning Thursday 7/2 from vendor needing the serial number since they had the wrong one? Apparently their tech did not take the right one down. Im currently at work and its obviously going to cause more delay now.

I am very disgusted by the service I have received. No one seems to care about my situation. I am a mother of two kids and I cook EVERY day for my family. I can not afford buying take out every day. The whole reason I purchased this home warranty is because I wanted to have that burden taken from me. I wanted to make sure I had that coverage. I stayed home on Tues 6/30 since the tech was suppose to be out and I had to leave work early on Wed 7/1. This is causing a great loss for me at this time, customer service is horrible and I also never heard back from the supervisor Dave for which I left a message. How long do I have to go without a stove?? 1 month before I get it fixed??? At this rate I might as well purchase a stove myself versus having to spend money on take out.

I need my stove/oven fixed or replaced ASAP.Desired Settlement: I need my stove fixed ASAP! If that is not possible then they need to replace it.

Business

Response:

The homeowner should call [redacted] to schedule as appointment as they were dispatched yesterday. Their number is ###-###-####.

Review: The home I purchased has a warranty with HSA. I have been in contact with them going on 2 weeks regarding my refrigerator. My first call, I was on hold for a min of 58 minutes, then was told no services were available until Monday, the day I called was a Wed. I was told I could file an emergency claim, but if it was not deemed an emergency, I would be billed the overtime charges and service call, they would not cover it. When asked what was considered an emergency, I was told that is determined by the technician. When a serviceman actually came to look at the fridge, he stated it would cost more to repair than the fridge was worth. He said he would contact the company about replacing the fridge, I should have a new fridge by Thursday. I was not contacted by the company, so I had to call them, again I was on hold for 1 hr and 23 minutes. I was told they were going to REPAIR the fridge. I told them that was in contrast to what the repair man told me. HSA then told me I should speak with the repairman again!! Later that day, HSA called me and told me that there was an error, and they will be replacing the fridge. I was told what fridge I was "allowed", and someone would contact me about delivery. That was last week. I called again today, and was on hold again over an hour, and was told that they could not get a fridge to me until after the 23rd!!!!! They said I could take the "cash out" option if I chose, but I would need to pay for the new fridge on my own, submit the paperwork, then I would be cut a check? Seriously?!? If I can't rely on them to return a simple phone call, or stand by their word when it comes to their service, how am I supposed to trust they will "cut me a check" after I've forked out $1130. For a new fridge? I'm a single mother who purchased this home on my own, it took EVERYTHING I had, that's why I purchased a home w/ a warranty! Now it has been turned into a nightmare. I have children to feed, and no refrigerator to keep food in. When speaking w/ the company, I'd asked for a supervisor on more than one occasion and was told there was no one available to lodge a complaint! Not one time did anyone offer to resolve the situation. I am beyond disappointed!Desired Settlement: I want them to stand by their service, and replace my refrigerator in a timely manner!!! Waiting for GE to contact me after the 23rd of this month is passing the buck! My contract is with them, but GE. If GE can't get a fridge here, then HSA needs to find another provider to fill their responsibilities!

Business

Response:

HSA confirmed with the delivery company and the unit was delivered to the homeowner on the 15th.

Review: I had to file a warranty claim for my refrigerator. When I called to file the claim, I was placed on hold for over 50 minutes. I was eventually able to file the claim and the technician came out and had to order parts. I got a call from HSA yesterday advising they may have to replace my refrigerator instead of repairing. HSA needed some information off of my refrigerator. I advised them I would have to call them back as I was at work. I called them when I got home and was placed on hold for over 1 hour and 40 minutes at which time I just hung up. I tried calling them early this morning to see if I could get through and the call went straight to hold again. The same generic message about heavy call volume continues to play. At this point I am not sure that this company is solvent and will be able to repair or replace my refrigerator. As I file this complaint, I am currently on hold with them again and have been on hold for over 17 minutes now.Desired Settlement: I would like to be contacted by the business and have my refrigerator replaced or repaired asap. The practice of placing people on hold indefinitely is NOT ACCEPTABLE

Business

Response:

HSA spoke with the homeowner this morning and advised that HSA would dispatch another company to make the diagnosis as the first service provider is unable to work on sealed units. The homeowner was satisfied with this.

Review: I have an outstanding ticket open with HSA home warranty for 2+ months. I have other broken things in my home that need repair. I can not get a hold of anyone at HSA home warranty. They do not answer their phones, do not respond to web based tickets. My contractors that I have had call them cannot reach them by telephone either.Desired Settlement: I want them to call me, have a contractor come to our home, and repair, per the terms of the contract we have with HSA home warranty, the broken equipment we have.

Business

Response:

HSA will have an associate call the vendor for the pool claim and get the diagnosis of the failure. Once HSA has that information, HSA will contact the homeowner.

Review: This company is nearly impossible to get in touch with. I have spend over an hour on hold trying to get a claim resolved on 3 separate occasions.

I reported a claim for one of my AC units, which was suddenly making an extraordinary amount of noise. I filed the claim and HSA sent some, apparently, fraud of an AC company to my home. The etch spent 5 minutes there and filed a report to HSA that nothing was wrong with the unit and inexplicably left out of their report that fact that the unit was making so much noise.

When I contracted HSA to tell them nothing had been done and that I was having another AC company go to my home they told me to have them contact HSA to let them know what repairs, if any, were needed. When the AC Company did attempt to contact them, they too were on hold for an hour and half before talking to anyone. The AC Company gave them the repair estimate (needed a new unit because compressor was coming apart inside). I contacted HSA the very next day and sat on hold for an hour and 22 minutes. before getting to speak with anyone. The person I spoke with said he had no information about the contractor, or my claim, except that it was filed, and would call the AC Company to talk with them. I gave him the name, number and contact persons information. This happened Thursday morning...in Las Vegas in mid-August. (heat index of 110 F) as of today, Monday, I have called HSA twice and sat on hold for an hour each time and they still have not contacted the AC Company and I still haven't talked with anyone.

Also, I sent them two emails...one on Thursday and one today...to which I've not received a response.Desired Settlement: I want the repairs paid for. I will contact the consumer affairs division in both Las Vegas and Wisconsin myself.

Business

Response:

HSA is contacting the homeowner's vendor to obtain the diagnosis of the failure and will contact the homeowner once they receive the needed information.