Home Security of America, Inc.

Review: I have had HSA since January 2009. I have always been very happy with there service. I called on September 2nd to report that the air conditioner wasn't working. They told me that a repairman will call me on September 3rd. He did not so I called him. They said they couldn't get out until Saturday at noon. I explained to him that I have 2 asthmatics and an in home daycare and that wouldn't work. He said he could come at Friday at 10. This was better but still not great since it was going to be 90's. I called HSA to see if we could do anything else because of the heat. After I was on hold for a long time the lady came back and said that since I had a daycare in my home that they were going to cancel me. She also said that I could look it up online that they do not offer warranties for homes that have businesses ran out of them. I did look it up online and they only thing I found was the following:

H. Cancellation, Transfer, Renewal

The warranty is non-cancelable by either party except for the following: A. The contract fees are not paid. B. Fraud or

misrepresentation of facts material to the issuance of this contract. C. If the contract provides coverage for the seller during the

listing period and the listing is withdrawn or expires. Should the contract be cancelable under the laws of the state where the

contract holder resides, an allowable administrative fee will be charged upon cancellation.

In the event of a transfer of the legal title and ownership of the covered residence during buyers’ coverage, the remaining term

may be assigned to the new homeowner. The assignee takes the warranty on the same terms, conditions, and expiration date

as the assignor.

The warranty is renewable, by mutual consent, at prevailing rates for an additional 12 month period from the date of the contract

expiration. HSA may, at its option, decline to issue any renewal or cancel any contract, if the contract fees are not paid within 10

days of the due date. Note: if you have selected a monthly payment plan, your contract will automatically renew at the expiration

of this contract period. (Renewal customers: payment of the first installment on the renewal year premium constitute

It does not say anything about having an in home business. It does say that it cannot be cancelled by either party except for non payment or for fraud. I never committed either one. Also, I watch 6 additional children in my home. They daycare kids didn't injure the air conditioner in anyway. It is blocked off from where they have access to. We had to pay someone to come out and fix the air conditioner ourselves. When I called on September 2nd I had warranty coverage but they are refusing to pay for a service that I paid for.Desired Settlement: I either would like for them to pay for the repair of the air conditioner or to refund me my premium for this month and the previous month. I pay $40 a month for the warranty. The repair was $220. At this time they are not willing to refund me anything. I paid my premium on August 19 and they cancelled my on September 3rd.

Business

Response:

The HSA contract does not cover properties with businesses in them. Per the contract on page 3, Section Coverage: This contract covers single-family resale homes and condominium or town house units. Multi-family homes up to and including eight (8) family dwelling units may be covered if applied for and the appropriate fee is paid. Multiple-family homes qualify for listing coverage; however, coverage is limited to the owner occupied unit. Tenant occupied properties are not eligible for coverage during the listing period. Coverage is for owned or rented residential property and excludes commercial property or residences used as businesses, including but not limited to, day care centers,fraternity/sorority houses and nursing/care homes. This contract does not cover homes sold/purchased in “as is” condition. If HSA determines that a property was purchased “as is”, we will issue a refund of premium less any administrative fees paid and no longer cover the property. HSA will refund the 8/17/15 payment that was deducted. The homeowner was sent the cancellation letter to be signed and returned. There has not be a payment for September taken and will not be one taken.

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: 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:

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.

Review: HSA Home Warranty Leaves 80yr old woman in the cold:

On the morning of 12/20/14 I woke up to my home being 56* due to no heat. I called HSA at 9:20am on that morning and reported the issue. I was then told someone would call me back within 2hrs, due to being an emergency and if I did not receive a call back I should call again. At approx. 11:00am I had not received a call back so I called HSA back and after being placed on hold for 57mins I was then told someone would call me back within 4hrs from the esculation department, again due to this being an emergency. Well 4hrs went by and still no return call. So I called back again and was told that the esculation department closed for the day at 12:30. But did finally get approval to find my own vender to come out toubleshoot the issue. At 11:45pm I did get someone to come and troublshoot the problem. The problem turned out to the Heat Exchanger and Endurer Motor had gone out. There repairman was forced to shut off my gas due to the danger of the issue. The did explain all this to the HSA Customer Service Rep. at that time. Due to the cost factor the customer service rep could not authorize the replacment of the heating unit and would need the approval of a supervisor who would be in at 8:00am. per the custormer service rep. she would talk this over with the supervisor first thing in the morning and then call back the next morning. On 12/21/14 the customer service did call back as promised but indicated that the supervisor was needing to speak with a service tech to cover the cost involed. A second service tech was then called and arrived at approx 10:30am on 12/21/14. A call was placed to HSA for the 4 time regarding the issue of no "HEAT". The service tech was informed by HSA that they would like to send out another tech for a another opion, and could not approve or deny the claim at that time. But in the meantime they would like to try and see if they could find parts for what appears to be a 21yr heating unit, but it might take a few days and if parts could not be obtain then they might consider replacing the unit. Per the HSA rep. they would try and find a tech to come out on 12/22/14. In the mean time I am an 80yr women with a pace maker living alone with no heat in below freezing temp while HSA is still trying to decide what to due. Although this is a covered service under my contact per HSA. Documents can be provided if needed.Desired Settlement: I want my heat system replaced ASAP

I am freezing

Business

Response:

HSA will be contacting the homeowner to have an HSA affiliated vendor out to the home to determine a new diagnosis.

Review: This is my second complain. My first complain one month ago is about no response from Home Security of America, Inc and long time waiting (about one hour for each phone call). And this has also happened to my recent claim.

I have HSA home warranty for my home, and I filed a claim for the costs of repairing central air conditioner on August 20, 2015. I got the authorization from Home Security of America, Inc for finding a vendor because HSA home warranty can't find one. I paid the vendor for the repair directly. To get the reimbursement, I faxed the invoice and vendor's contact information for this repair on August 20, 2015. My wife and I gave Home Security of America, Inc five phone calls, but each time we have to hold for about 1 hour to wait somebody to pick up the phone. During the latest conversation in the phone call, the representative said they are waiting for a call from the vendor to confirm we had this vendor to fix the air conditioner, my wife said if it is possible that the Home Security of America, Inc give the vendor a call because the vendor may not be patient enough to hold phone for a long time. However, the representative said she didn't want to do it. I believe the vendor already tried to call Home Security of America, Inc but the vendor can't endure the long time holding.

For this claim, it already took us more than 6 hours to contact the Home Security of America, Inc. and most of time were spent on holding. We feel exhausted. It is the worst customer service experience in my whole life.Desired Settlement: Have my reimbursement back.

Business

Response:

HSA apologizes for the long hold times the homeowner experienced. The reimbursement check for the $270.59 minus the $75 deductible was mailed out to the homeowner today, 9/14/15.

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,

Initial encounter was very positive. A year old Microwave went sour after we purchased our home. Now a year later the good old HVAC went sour. So we filed a claim and were told to contact the 'vendor' and blah, blah, blah. We did within 24 hours of receiving the information and it was more than once. No response from them at all.
Finally after 2 weeks of nothing we contacted two other vendors who provided us with quotes. The 'vendor' dude came out the day before we had scheduled the installation of a new system via another vendor. That was the 29th of July and the new system was installed on the 30th. I was told by their 'vendor' that I would have information that evening. Well...today is August the 27th and finally got a quote that was $2,000 higher than the installing company. Hmmm, that quote arrived on Aug 17th. The dude followed up with me on Aug 24 to say that a 'quote was provided 2 weeks ago' and he wanted to follow up on the status.
So, fellow disgruntled customers. First, file a complaint with the Wisconsin Department of Insurance, reference the Revdex.com site and the number of complaints. Secondly, file a complaint with your home state Department of Insurance with the same reference. In each case you need to outline your complaint and not rely on the Ins. Dept. to view the Revdex.com site.

Review: I called HSA for a repair of a leak in my bath tub. They sent out a company to look at the leak and they replaced some piping that they said was the cause of the leak. I paid the Co-pay and the matter seemed resolved. The leak came back so I called HSA once again because the company they had sent out guarantees their work and I requested they be sent out again to remedy the issue once more. That company could not be scheduled so they sent out a different company, known as [redacted], to look at it again, causing me to have to pay a second co-pay for the same problem. After a week [redacted] came out to look at it and said that it needed a part to be ordered in for the repair and that he would call me when it arrived. After three weeks I still had not heard anything so I called HSA to find out what was going on. They said that they called [redacted] and they were still waiting on a part. I waited another week and called HSA again; I received the same answer. I waited another week and called HSA again only to find out that the ticket was closed and that they had to connect me with an authorization agent that would contact me within 24-48 hours. After receiving no contact from HSA, 4 days later I called back and asked for the number for [redacted] and they gave it to me. I called [redacted] and they said they said they couldn't find my paperwork, but would call me when they did have it. I called them every day for 4 days and when they finally found the paperwork they said they were waiting on authorization from HSA (who had closed the ticket) to finish the repairs. I called HSA back and told them to contact [redacted] and authorize the repair as I had been waiting 2 months at this point and now have water damage in my basement from the leak that was never fixed. After another week of going back and forth with the companies [redacted] finally got me scheduled for today (7/14/2015) to fix the leak. [redacted] repaired one part in the bath tub and then explained that I would have to put caulking around different spots of the tub to finish the repair myself. This to me is ridiculous. I should not have to finish a repair that you were called out and paid to do. After which I asked about the drywall and paint downstairs that had been damaged because of the negligence of both companies in taking 2 months to fix the problem without having the common courtesy to call me and tell me that there was even an issue. [redacted] said that they did not do any drywall repairs of that nature and I would have to call my insurance company. I called HSA back and sat on hold for twenty minutes only to get a new trainee to tell me that she couldn't help me and that I would have to be transferred. After being transferred to the authorization department I was on hold for an hour and twenty-five minutes. When someone finally did answer the phone they said half of the word "Hello" and promptly hung up. I refuse to be treated in this manner.Desired Settlement: The water damage in my basement caused by the negligence of the company to be fixed completely and the caulking in the bathtub to be done professionally as it should have been to begin with.

Business

Response:

HSA does apologize for the long hold time that the homeowner experienced. The contract does not cover secondary damage caused by a primary failure and also does not cover caulking, grouting or tiles. HSA has followed the terms and conditions of the contract.

Business

Response:

HSA will approve the homeowner to use their own vendor and waive the deductible for a second people. Please have the vendor call HSA at ###-###-#### to give the diagnosis of the failure.

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.]

Thank you for your co-operation.

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

Regards,

Review: I purchased a house in April of 2015 which came with a home warranty. I had my furnace inspected and found that the heater exchange was cracked. I called the home warranty company and they said I had to have their company, Air Pro, come out and check the furnace. Air Pro came out and found the crack and stated I needed a new exchange. HSA offered me an 80% furnace which is comparable to mine. I stated I wanted a better furnace and they said they would cash my warranty out and give me $510. I called Air Pro and got a quote for $3098 for the better furnace. I found a better deal with another company that I had check my furnace originally. I called HSA back the next day and they stated that I would only get $380 back because they had to pay Air Pro. I paid Air Pro $75 when they came as a deductible. I spoke to [redacted] from Air pro and explained they told me he charges them $180 for them to come out and they were deducting it from my cash out. [redacted] stated that is not true he does not charge that amount. [redacted] also told me that HSA told him they would give $617 dollars towards a better furnace. I feel that HSA is penalizing me for not using Air Pro. I feel as if this company is a scam and would like the incident looked into.Desired Settlement: I would like the original amount I was promised considering Air Pro stated they definitely do not charge what HSA is saying.

Business

Response:

HSA apologizes for the customers experience in the heating claim. When the customer chooses to upgrade to an alternate unit and take a cash out, HSA must contact the vendor to determine if there is any more money owed to the vendor above and beyond the $75.00 deductible that was collected at the time of the Service call visit. On this particular claim the vendors current LTD was $185.00 leaving an additional to be payable to the vendor. This leaving a balance left on the claim for a cash out amount of $ 398.14 for the customer to be reimbursed on any upgraded system. Thank you

Consumer

Response:

Review: This is a home warranty service provider. As such I had a legitimate claim when my A/C unit stopped working last Tuesday (6/19). I asked HSA to open a claim and they did so and directed me to a preferred service provider. I contacted that company by phone and left a voice message stating I was without air conditioning (in over 98 degree heat). I waited one business day and did not (and still have not received) a return phone call from the preferred vendor. I contacted another HVAC company and they came out to inspect the system on Wednesday the 20th. After a forty minute hold I got [redacted] (this may not be the proper spelling) one the line and with the HVAC provider we had a 20 minute long conversation where they stated that the entire unit should be replaced.

The HVAC company quoted me $4,200 to get the system replaced with a like model (this is the parts/labor/delivery/system charging. The system is a two ton heat pump that is original to the home (about 15 years old). It also only takes a coolant that is only made for existing systems and no current systems are made new (I think it is called R-11). HSA claimed that only the part that was defective should be covered (plus service and system recharging, since all the coolant was gone). They told me that they would "send it to parts to get an estimate" That was last Wednesday. It is now Monday the 23rd and still no A/C, no claim status, no call backs, no explanation, and no apology. This is unacceptable. I have called and spoken with a supervisor and left messages and no one is willing to call me back. If I call them it is usually between 20-40 minutes on hold, then being re routed to voicemail.Desired Settlement: I want to have my system replaced under warranty. That is all, this will be $4,200 minus my $75.00 deductible. This is due to leaving me, [redacted] with A/C in the middle of summer for no valid reason. I cannot see this taking five days, just to price out some parts and labor.

Business

Response:

The initial claim call has been reviewed and the homeowner already had his service provider coming out to the home. The homeowner was advised of the customer choice procedures and that HSA would adjust the pricing to what our affiliated service provider would charge for that repair. HSA did not dispatch the affiliated service provider, because the homeowner advised they had their own company coming out to the home. HSA has approved to pay $2160.00 toward the claim, which is the adjusted amount.

Review: I submitted an online claim for a failing hot water heater. The automatic system instructed me to bring out a local plumber to diagnose the system. He deemed it irreparable and recommended a new hot water heater, but before he could begin work I have to get the job approved by HSA. It is impossible to reach anyone. I can't believe they recommend that contractors contact them, because there's no way that they would wait as long as I have. I've been on hold for over two hours on separate calls. I've left messages. I've also tried calling other times and the line is busy. Is this a scam or intentionally understaffed customer service?

It's been four days since our plumber was here. He was able to install the new equipment this Wednesday or Thursday, but now that we've missed those days we will have to wait until next week, that is if I am ever able to get in touch with HSA.Desired Settlement: I would like HSA to call me at the number listed and approve this action so I can get my plumber booked and my new hot water heater in as soon as possible.

Business

Response:

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

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 business called me directly after (and only after) I filed this complaint.

Regards,

Review: I have been a customer of Home Security of America, Inc. (HSA) for more than 2.5 years. In that time, I have paid a monthly fee without fail in exchange for home warranty coverage. On June 9, 2014 I contacted HSA to report that our refrigerator was broken and to inquire about eligibility for coverage of this type of appliance issue. HSA sent their contracted service provider to our home on June 10 to assess the issue I paid a $50 deductible to the contracted service provider at that time. According to HSA, the vendor reported to them on June 13 that our refrigerator needed a new compressor and HSA informed me that they had made a determination that this was a repair (not replacement) and that it would be covered under out warranty.

It has now been 4 weeks and 2 days since I first reported the broken refrigerator and it has still not been repaired. In addition, HSA has not contacted me at any time as to the progress of or issues with my claim. All information I have about our claim comes from me contacting HSA and/or the contracted service provider myself over the past 4+ weeks. Finally, I contacted the service provider on May 29 or 30 (I can't recall which) to inquire as to whether they had received the necessary part to complete the repair. They informed me that (a) they had received the part, and (b) they would come to my home to make the repair on Sunday, June 8, 2014.

Today, Sunday, June 8, 2014 I waited for the repair person to arrive. I contacted the repair company - leaving a voicemail - to ask when I could expect the repairperson to arrive. Finally I contacted HSA to ask if they had any information about the appointment or how to reach the technician. At that time, the representative from HSA informed me that the vendor had contacted them on Friday to inform them that they would not be completing the repair. Neither the vendor nor HSA contacted me to share this information.

At no time during this process has HSA or the vendor contacted me with any updates or information. At this time I do not believe that HSA is providing me the service that I pay for.Desired Settlement: I like our current refrigerator and would be happy to have it repaired. However, I am concerned that even if HSA finds a new vendor to repair it it will take time for that to occur and if there is an issue with the repair it will take additional time to resolve it. At this point, I would like our refrigerator to be replaced by a new one with the same level of quality and features. Either way, I would like to have a functioning refrigerator (our current on repaired, or a new one) in place on or before Friday, June 13.

In addition to covering the cost of the repair or the cost of a new refrigerator, I would like HSA to pay us $1,500 to cover the cost of having bought a small refrigerator while our regular one has not been working, the cost of not being able to purchase food in bulk for over one month, the cost associated with eating out more as a result of not having a full-size refrigerator, the cost of the food lost when the refrigerator broke, the time I've spent (many hours) waiting on hold to get information about our claim, and the time spent waiting for a repairperson to come for a repair appointment that, unbeknownst to me, had been cancelled, and to compensate us for the general inconvenience and failure of HSA to provide a contracted service within a reasonable time frame. I do not have receipts for the cost of all items (I do for the mini refrigerator we purchased), as I did not expect to need them.

Business

Response:

HSA apologizes for the delay and any inconvenience on this claim. HSA has reimbursed the homeowner for the mini refrigerator that they purchased and replacing the current refrigerator, that was repairable, with a brand new unit. The new unit was ordered on 6/10/14 and a supervisor will contact the homeowner with the delivery and installation information.

Review: WE HAVE HAD HSA WARRANTY ON RENTAL PROPERTY SINCE 2012. THE AC STOPPED WORKING ON 5/3/15. CLAIM WAS FILED ON 5/4/15. [redacted] MECHANICAL (HSA CONTRACTOR) TECH CAME TO ASSESS UNIT. HE TOLD MY DAUGHTER THAT THE UNIT NEEDS TO BE REPLACED DUE TO CONDENSER FAN "BURNT UP". HE WAS AT OUR HOME 10 MINUTES. TIME REPORTED ON INVOICE IS 1200 – 1600 WHICH SEEMS TO BE FRAUDULENT BILLING. I WAS TOLD THAT THE AMOUNT OF TIME THAT THE TECH BILLED WAS IRRELEVANT BECAUSE THE COMPANY WAS ON RETAINER WITH HAS AND WAS PAID A FLAT RATE. THE CLAIM WAS DENIED DUE TO CONSUMER ABUSE (LACK OF ROUTINE MAINTENANCE). I SUBMITTED AN INVOICE DATED 4/24/14 FROM [redacted] AND COOLING WHICH INDICATES ROUTINE MAINTENANCE WAS PERFORMED AT THAT TIME. THE CLAIM WAS DENIED. [redacted] TECH CAME TO PROVIDE SECOND OPINION. HE SAID THAT THE DUAL CAPACITOR ON FAN WAS BAD DUE TO NORMAL WEAR AND TEAR. I SUBMITTED THIS INVOICE AND ASKED FOR RECONSIDERATION OF THE CLAIM. I ATTEMPTED TO CONTACT HSA BY PHONE SEVERAL TIMES OVER THE NEXT WEEK. I WAS PLACED ON HOLD FOR A MINIMUM OF 30 MINUTES FOR EACH CALL BEFORE I HUNG UP. I SENT EMAIL REQUESTING STATUS OF CLAIM. I DID NOT RECEIVE A RESPONSE. ON 5/14/15, I AUTHORIZED [redacted] TO REPAIR UNIT. THE TECH MEASURED FREON PRESSURES DURING COURSE OF REPAIR AND FOUND THAT THE PRESSURES WERE OUT OF RANGE. THIS WAS DUE TO RESTRICTION OF REFRIGERATION UNIT. HIS OPINION IS THAT THIS IS DUE TO NORMAL WEAR AND TEAR. HE FELT THAT THE COST OF LABOR & PARTS WOULD BE HIGHER THAN A NEW UNIT. HE RECOMMENDED REPLACING THE UNIT. I SUBMITTED THE INVOICE TO HSA WITH REQUEST FOR RECONSIDERATION. THIS WAS DENIED. I SPOKE WITH SUPERVISOR, MICHAEL H**. I REQUESTED TO HAVE [redacted] MECHANICAL TECH RETURN TO PROPERTY FOR REPEAT ASSESSMENT GIVEN THE NEW INFORMATION FROM [redacted]. THE TECH FROM [redacted] DID NOT MEASURE THE FREON PRESSURE DURING ASSESSMENT. THIS WAS DENIED. I OFFERED TO HAVE [redacted] TECH MEET [redacted] TECH AT VILLA. THIS WAS DENIED. THIS IS A CLEAR VIOLATION OF OUR WARRANTY WHICH STATES THAT NORMAL WEAR AND TEAR IS COVERED AS LONG AS ROUTING MAINTENANCE HAS BEEN DONE. WE PAID $3452 TO HAVE THE UNIT REPLACED. WE ARE REQUESTING REIMBURSEMENT FOR UNIT.Desired Settlement: Reimbursement of cost of the new AC unit. WE PAID $3452 TO HAVE THE UNIT REPLACED

Business

Response:

Repairs were able to be made to the unit. HSA is willing to approve for $75 service call fee for second opinion, $76 for one pound of Freon and $53 for run capacitor. The $204 check will be mailed out 6/4/15.

Business

Response:

As previously stated, HSA considers this matter closed.

Consumer

Response:

I am on hold this time for 30 minutes as I write this second time I called for a warranty issue. they answer after 15 to 20 minutes then transfer you to some line and you sit there its now 41 minutes. I am hanging up. they suck!!!!

Review: I recently filed a claim with Home Security of America (HSA), Inc., [redacted]. The claim was denied because HSA says there was no operational failure. I will describe what was most definitely an operational failure.When my wife ran the first load of laundry in a recently purchased home, the water did not drain, but leaked from the second floor coming through the first floor ceiling. A plumber and contractor both believe the leak was due to a clogged drain pipe. There was significant damage done to the first floor ceiling, so how could there possibly be no operational failure.A second plumber, [redacted]'s [redacted] did a full assessment of the situation. The washing machine and in-take pipes were not leaking. He could not find the cause of the leak. HSA claims they have reps available 24/7 7 days a week. Each time I called in, there was a very long wait, as long as 30 minutes at times. I had an emergency leak and HSA did not respond quickly. Furthermore, HSA could not find a plumber. I had to do that. Because [redacted]'s Plumbing did not find the cause of the leak, HSA refused to do anything. If you check online reviews, you will see I am not the only victim. HSA is in the business of not paying claims. [redacted] refused to authorize what I, the plumbers, and a contractor believe to be the solution. We need to go into the wall on the second floor laundry room and check the drain pipe for problems.Desired Settlement: I need a claim to pay for the repair of the first floor ceiling and to make sure the drain pipe is working properly.

Business

Response:

HSA records indicate that the homeowner had a plumber come out to look at the plumbing issue, but they did not want to do the work and they said to call us. HSA went over authorized choice of vendor procedures, since none of the HSA affiliate vendors were available. The technician from the vendor the customer chose called HSA and advised us that he could not find a plumbing issue after running the washer several times. The claim was denied due to no operational failure was found. If the homeowner would like a second opinion, he can have another vendor come out to diagnose the issue at his cost. If the technician does find an issue, he can call HSA so we can review the claim at that time.

Consumer

Response:

Review: In July of 2011 while I in my first contract year with HSA I had an issue with my dryer. At that time I was told it was not covered and that next time I would have to purchase the upgraded package to get the dryer covered. We fixed the dryer without their assistance or payment and renewed our contract two more times with HSA. Most recently prior to renewing I called and asked what needed to be done to make sure the dryer was covered. I was told to purchase the 7 star upgrade. I went to their website and renewed and did purchase the upgrade.

Today 9/27/2013 I called to start a claim that my dryer was not drying clothes. I was told that I hadn't purchased the correct upgrade and getting the dryer covered required something even more than the $732 I already paid this year alone. I specifically stated that I did as I was instructed to do by someone at their company. I was put on hold multiple times. I'm on hold right now and I have been for over a half hour this most recent time. The last person I spoke with tired to explain that even though one part of my contract states that I paid for an upgrade for additional coverage that it is not the same additional coverage that covers the dryer. I was then put on hold for over a half hour. When I called back and asked for the highest supervisor I was sent back to the voice mail of the person who was rude to me and put me on hold for so long.

I am now finding out that the washer/dryer coverage should have only been $70 not the $149 that I was charged for the upgrade package.Desired Settlement: I want the money I have already paid put towards a retro active washer/dryer coverage package and a refund for the remaining amount since I didn't really want the upgrade package, just the washer/dryer addition in the first place. I also want an apology.

Business

Response:

HSA apologizes for the long hold times the homeowner experienced, when they recently called regarding the dryer claim. HSA records show that the homeowner has the 7 star upgrade added to their contract, which does not include the washer and dryer. The washer and dryer is a separate option that was not purchased on the current contract. When renewing online, the website automatically takes the homeowner to the option page, which shows that the washer and dryer is an option. The contract was mailed to the homeowner on 11/19/12 and it clearly shows that the washer and dryer are not included in the 7 star upgrade and are an option to be purchased separately.

Business

Response:

HSA has added the washer and dryer coverage to the homeowner's contract and will be issuing a $79 refund check for the remainder of the $149 that was used for the 7 star upgrade. A supervisor will be contacting the homeowner to proceed with filing a clothes dryer claim. HSA apologizes for any inconvenience this may have caused the homeowner.

Consumer

Response:

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 working with HSA for my broken refrigerator for the last 3 weeks and they have not been able to finish the Job.

They worked with technicians from Long Lane and the technician has come 2 time till now and will come again tomorrow.The technician does not do a complete diagnostics and does some fix and I call HSA argue for an hour and the same technician comes again to replace another part of the refrigerator .

Then he leaves and again the refrigerator is not cooling and I call again HSA and spend another 2 hours to convince HSA that deductible is not applicable if technician comes in again and they kind of agree and the same cycle continues.....and the refrigerator never works and all the food is thrown off every day morning.

If I explain the seriousness of the issue to HSA representative over phone - she repeats the same word "I understand sir but.....".

I even told HSA that I am fully dissatisified on the way they have handled this refrigerator issue and aksed them for refrigerator replacement - instead of giving a plan for doing the same or equivalent they suggested I buy refrigerator and they can re-imburse repair fees.I will never recommend HSA to anyone and I want to exit HSA soon.Desired Settlement: Fix refrigerator and make sure it is working or replace refrigerator

Business

Response:

HSA has already approved the replacement of the refrigerator and advised the homeowner of the unit that HSA is offering him. HSA is waiting for the homeowner to contact them with his decision.

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 contacted the Company to service a claim about my Washing Machine. After a long wait, they filed the claim and gave me the details of a technician to contact (they do not give any choice as to which technician to use).

The technician arrived and checked the machine and determined a replacement part is required. He said he had to order the part and they would call when it arrived. They never called and when we called them they stated they had left a message. It took them another week to arrive and fix the machine. (Three weeks total from the claim).

The Tech said the machine was fixed and we needed to run an empty cycle with only a cleaning agent and then it could be used as usual.

We followed his instructions, but when we attempted to wash Laundry, the same problem happened. i.e. It had not been fixed and the part was replaced for no reason.

We called the tech and he said that a new claim had to be filed with HSA.

I called HSA in the evening (within their Customer support hours) and waited patiently on the phone. The automated message said the wait time was less than 15 minutes. I waited for over 45 minutes with no answer and gave up.

The next morning, I called again. This time I waited for 15 minutes (the system said the wait time was less than 5 minutes) and was answered by the Claims Department. I was then told they could not help, as this was not a new claim and they would have to transfer me to a different Department.

I then waited for an additional 40 minutes on the line, before I was answered, by the "Washing machine Authorization Department" (which also got mixed up and called themselves the Air Conditioning Department). I was told that there was no reason I had waited so long, as I did not need to speak to the Washing Machine Authorization Department, but to the new claims Department, which also filled in problems, like I described, on the same form as new claims. She wanted to transfer me back to the first Department.

At this point I requested to be transferred to a Supervisor. The Representative said she would transfer. I got to an automated answering machine which said the Supervisor was unavailable and to leave a message. I left a message and am still waiting for a reply.

I attempted to call them again, waited on the line for another 30 minutes (the system said wait time was less then 15 minutes) and gave up.

This Company's Customer service is horrible. They have an easy solution to avoid dealing with claims - wearing the Customer down, until he gives up.

I still have a washing machine that does not work, a warranty service that does not help and no clean clothes...Desired Settlement: 1) Personal solution: Immediate fixing of the washing machine, with no additional payment on my side (I already paid my deductible), compensation for my time, reimbursement for laundry services.

Public solutions/improvements:

2) Fixing their system to reflect real wait times. It is not appropriate to state that the hold time is 15 minutes and not answer after 45 minutes. This is something that consistently happens on every call.

3) Shorten wait times for Customer Service.

4) Have a line for follow-ups regarding issues not resolved with their technicians.

5) Offer Customers a choice of several technicians to choose from, based on their ratings, from other Customers. When given only one choice - the technician provides bad service, as he knows the Consumer has no choice but to use him.

6) Better training to employees about which Department takes care of what issue. It does not make sense to be transferred back and forth between Departments.

Business

Response:

HSA was been in contact with the homeowner and advised that they have set up a potential recall claim for the washer and dispatched a vendor. A supervisor attempted to contact the homeowner and left a message to call back with any questions.

Review: The furnace unit in my home is approximately 15 years old. The house is under contract for sale, and upon inspection it was found that the heat exchanger was not working properly. HSA was contacted and dispatched a technician who stated that there was nothing wrong with the heat exchanger.

The buyer requested a second inspection, and I also called a third-party heating and cooling company, not affiliated with HSA, to inspect the furnace. Both the buyer's inspector, and our inspector found the furnace to be faulty, resulting in rollout of flames from the burners, which is a safety concern. Both inspectors felt that the likely cause is a crack somewhere in the heat exchanger that cannot be seen by the naked eye. All partied were licensed heating and cooling companies for **.

HSA at this time refused to repair or replace the furnace. They indicated that their preferred technician did not find anything wrong and that they would need someone to come out and perform a "full inspection of the furnace" to determine if the issue was related to lack of maintenance or normal wear and tear of the unit.

I find this highly misleading and disingenuous as the furnace was original to the house when I purchased it, and yet it was still warrantied by HSA. I did not find anything in the documentation from the company that indicated that there were qualifications to the repair of the covered components before the purchase of my warranty renewal last year and I cannot find anything to this affect on the website currently. In addition I have purchased the "7 star" upgrade which is purported to cover all central heat as well as **failures due to lack of maintenance**.

Details on the 7 star upgrade: http://map.onlinehsa.com/Default.aspx?state=**

Contract info:

Contract Number: [redacted] (In Force Buyer)

Property Address: [redacted]

Coverage Type: Buyer

Residence Type: Condo

Warranty Product: CNTRL2011 - Renewal 7 Star Upgrade $75

Warranty Options:

Coverage Start/End: 7/28/2012 - 7/27/2013

Total Purchase Price: $629.00

At the time of my call, on Thursday 7/11/13, the supervisor I spoke with indicated that they would try to obtain more information from my third-party heating and cooling company, or send out another technician to take a look at the furnace. Neither of these have happened at this time, and I am extremely frustrated with the lack of service and attempts by this company to deny my claim.Desired Settlement: Due to the experiences we have had and the buyer's inspections, the buyer is requesting full replacement of the furnace. I would like HSA to honor the contract and replace the furnace under my home owner's warranty.

Business

Response:

HSA apologizes for the delay in getting this claim finalized for the customer. An Authorization Associate is following up on the claim today and will update the customer with the next steps.

Thank you.

Consumer

Response:

Receiving a home warranty when you purchase a home is supposed to be a real perk. This company has shattered that impression. Their requirements state that you first must report an issue, before having any work done, unless it is an immediate repair. If you hire your own repair service, the work will only be reimbursed at the rate that one of their vendors would have charged. I reported a water leak, at the time that I had a repairman in my home. I was told that they could send their own repairman, but it would take 3-4 days to come out. I said that I had someone here right now, and that it was leaking water into my basement, and I considered that an immediate need. She said I could turn my water off until their repairman could come out. No. I understood that I then would have to pay the additional cost of using my own choice for the repair. There were 3 additional visits needed to complete the repair - leaks, overheating, temperature regulation, etc. Each time the vendor tried to call HSA to get authorization while he was in our home, as they request. He sat and waited over a half an hour before having to leave to go on to another job - on two different occasions. I called the "report a new claim" line and gave them the repairmans contact information, asking them to pass on the information to the authorization department, and requesting them to call him back - with no response. I have had one of their own recommended repairmen out on a different issue, who also tried to call the authorization line while he was present in my home, who finally gave up after sitting on hold. He stated that he can never get through, but would just send them the bill. I have talked to reps on the "report a claim" line multiple times to give them information, stating that I cannot get through to the authorization department, and was told later that they had no record of the information given. I have sat on hold several times for an hour before giving up, and once when it was finally answered after an hour. I have requested to talk to a supervisor on 3 different occasions, to try to get something accomplished, with nothing being accomplished. At one point I was told by a supervisor that she had tried to reach the vendor while I was on hold, but could not get ahold of him, and he had not responded to messages left. I hung up the phone & called the company, and he answered the phone. I then called her back, making it a 3-way call, and that is the only time I have been able to get an authorization. I had been in touch several times with that vendor while we both were waiting to hear from HSA, and he had not been contacted by them. I have emailed them receipts, after being told that would be the fastest way to get a claim resolved, only to be told that they never received them. I have gone to my "onlineHSA" account to see if I could get any status information, only to see that nothing has been updated on my account for 2 months. VERY poor customer service, VERY poor response time, staff that is not helpful and is very defensive instead of seeking to assist, their documentation of receipt of information is non-existent. Want to let real estate professionals know that this company is NOT the company to refer business to, if they want to give a home warranty as an option to home buyers.