Home Security of America, Inc.

Review: I purchased a $700 warranty thru this company in the spring of 2015. When my AC broke down this summer, they sent their repair person to evaluate. He said the AC was unrepairable and would not be covered the warranty because the damage was caused by rodents. When I had a trusted family contact come out this month for another opinion, he said the compressor wasn't working and it had NOTHING to do with rodent damage. I got this repaired immediately since the warranty company said they would have to talk to my person-yet expected him to wait on hold for over an hour-not possible. I want a refund of my warranty-there AC repair person LIED so the company did not have to pay anything towards are replacement, and my family had no AC all summer because we believed him. This warranty is GARBAGE.Desired Settlement: I want the money paid for this warranty paid back to me.

Business

Response:

HSA is reconfirming with the HSA vendor on this diagnosis. However if the homeowner would like to attach the findings of their second opinion vendor, HSA will review. As far as cancelling the contract, it is non-cancellable in the state of Ohio.

Business

Response:

HSA has left messages with the homeowner's vendor on two different days with direct extension to call back to and they have not heard back yet. As far as cancelling the contract, in some states there are state provisions that override HSA's cancellation policy. However, the state of Ohio does not have any such provisions, so the contract is non-cancellable per terms and conditions of the contract.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have send over one of the receipts, working on getting the second and they have overturned the original ruling. It is not resolved yet, but we are making progress.

Regards,

Review: I am trying to utilize my warranty contract to request a repair for two appliances in my home. I have made numerous attempts to contact HSA, but I have been unsuccessful. I need to speak to an HSA representative because I have more than one issue with my oven; their online form does not give me the option to report multiple issues, and I do not want to be charged two service call fees for one appliance. Additionally, my dishwasher needs attention because it was not repaired properly the first time I called, and I feel that I should not be charged a service call fee for a faulty repair. My contract states that HSA service representatives are available 24/7, and details the efforts they will make on my behalf in order to fulfill their end of our agreement. I feel that they are in violation of our agreement, which we paid for. Please read below:

1. 2/3/16. We filed a claim for a leaking dishwasher and an oven that was not heating as well as the oven timer not working. I also spoke with someone from HSA regarding this, because they previously sent someone to repair our dishwasher. It was not a successful repair, and the HSA representative and I agreed that my family would not be charged a service call fee for the dishwasher. HSA was very diligent in trying to line up another repair company, but could not find someone to come to our house quickly, so HSA continued to try to find another contractor. The 3rd contractor they engaged to repair our appliances (I do not remember the name) called us to schedule an appointment time, but had to leave a message. I called them back the next day and left a message. They never called us back. This process took a little over a week. I never heard from HSA again.

2. 3/15/16. I called HSA to re-open this claim and was sent to their voicemail. I left a message. When no one called me back, I called again, but did not leave a message.

3. 3/16/16. I called HSA again and left a message. No reply from HSA.

4. 3/17/16. I filed another online claim, repeating the information I put in the 2/3/16 claim. I emailed HSA regarding my difficulties in getting this repair taken care of. I received an automated response stating that they would contact me within 48 hours. They did not.

5. 3/17/16. I received an email from J. [redacted] stating that they were contracted by HSA to repair my appliances and would be contacting me within 2 hours to set up an appointment. They didn't call me.

6. 3/18/16. I called J. [redacted] to set up an appointment. I left a message. They did not respond.

7. 3/18/16. I called HSA again, but was sent to voice mail. I did not leave a message.

8. 3/19/16. I called J. [redacted] again. I left a message. I also called HSA again. I was placed on hold for approximately 10-15 minutes. I gave up and hung up. I called HSA later that day, and this time I was on hold for 41 minutes. Again, I gave up and hung up. I again emailed HSA to complain about the service and detail my attempts to complete this repair request. No response to my email.

9. 3/20/16. Received a message from J. [redacted] stating that they would be unable to complete the service request due to the fact that they were not licensed in my state. They recommended that I contact HSA to set up an appointment with another contractor.

10. 3/22/16. I called HSA and was put on hold for 30 minutes. I hung up.

11. My dishwasher is still not working, and neither is my oven. And we paid for this deplorable service?Desired Settlement: I want HSA to provide an explanation as to why they refused to contact me. I want my appliances repaired, as covered under our warranty. I do not want to pay a service call fee for the dishwasher, which was not repaired properly the first time.

Business

Response:

HSA apologizes for the delays in the claims process. Currently HSA is reviewing both claims for the dishwasher and oven to determine coverage's on repairs VS replacement due to cost of repairs and age of the units. HSA will be in contact with the customer with further options

Consumer

Response:

Review: Filed a claim with HSA home warranty. Knowing I had active leaks in my home, they still took 2 days to send a plumber to my house. While there, the plumber looked at the issues and told me the claim would be denied based on his opinions. The opinions were based on speculation, no one could possibly know 100% what caused the issue. Sure enough they denied my claim and then the plumber quoted me something outlandish to complete the job. I of course said no thank you I will have my own plumber do the work. After wasting my entire morning for nothing, I was told I had to pay a $75 deductible. The whole process was seedy and I suspect the plumber probably wanted the claim denied so he could try to make more money off me. All I want is my $75 back that I feel was unfair for me to pay in the first place.Desired Settlement: Refund of $75 deductible and a review of the plumber and his business practices.

Business

Response:

The professional opinion of the technician is how HSA determines the coverage per the terms and conditions of the contract. The technician is an expert in that field and diagnoses what he observes. The technician found a drain line leaking above the water heater due to the nut to tighten the gasket was missing completely. HSA does not cover to replace something that is missing. He also found that the water on top of the water heater was not due a leak with the water heater, but water from the drain line leaking above the water heater. Finally, the leaking shower head was a failure that has been occurring for quite some time due to the amount of water it was leaking and did not occur within the contract period. Based on the information,we received from the technician, the denial of these claims stand.

Consumer

Response:

Review: On Monday,7/27/2015 I filed an online claim with HSA stating that my refrigerator stopped working. I didn't receive response back so I called on 7/28/2015 to follow up. HSA dispatched a company to come out on T July 30th. It was determined that I needed a new compressor and that the part would be expected to arrive on Monday August 3rd. I called the vendor on August 3rd and was told that I needed to give it a couple of days for the part to arrive. I called back on August 6th only to be told that the part was back ordered and that they were not sure how long before they received the part. I called HSA on August 6th to find another vendor or for other options. I was transferred to the authorization line and placed on hold for 45 min before I hung up. I called back on August 11th and pleaded with an agent to put me through to a supervisor line. Once again I was referred to the authorization line. Again, I was placed on hold for over 40 min before hanging up. The agent assured me that she would put detailed notes on my file referencing my numerous call in attempts and that she would escalate a return call no later than the following day. The following day came and I didn't receive a call. I demanded to speak to someone other than the authorization line that I've NEVER been able to get through to. I was offered to leave a message on the supervisor line and assured a supervisor would call me back. I left a detailed message on the Supervisor line on August 12th and again on August 13th. Today is August 18th and I've yet to receive a call back from a Supervisor or anyone at HSA OR the vendor set to up a repair date. Now in addition to the $56 monthly fee I pay to have coverage, the $75 deductive for the vendor to assess the problem with my refrigerator, I've also had to purchase a miniature refrigerator for $100 just to tide me over while I wait on this nightmare to be over. My out of pocket expenses have increased drastically due to the fact that I can't truly store any real food in the mini fridge due to limited space. This has caused me to eat outside of the home on an almost daily basis.Desired Settlement: I've completely exhausted all of my options at this point and am looking for not only resolution but reimbursement. It is now over a month that I've been without a working refrigerator. I expect to have someone contact me ASAP from HSA with a guaranteed date of repair and to be reimbursed for the out of pocket expenses that I've incurred during this time.refrigerator($100) 2)food expenses incurred through outside of the home $$$

Business

Response:

The homeowner was advised that HSA would refund the deductible with a paid receipt, however the HSA contract does not cover loss of food. HSA confirmed with the vendor that the repairs have been completed on 8/21/15.

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. In addition I would also like to cancel my service with the company. I've made numberous attempts to do so and still have not received a call back in reference to my cancellation.Regards, [redacted]

Review: I received a HSA Home Warranty when I bought my home. Due to very old appliances, I have had to call HSA on this warranty several times. Each time I call, I am on hold for at least a half hour. So far, with much hassle on my part, they have replaced my refrigerator. I have also had to call about a non-working dryer. Although they sent a repairman out several times, the appliance was never fixed. As stated previously, each time I called them back to get resolution, I was on hold for sometimes up to an hour so I gave up and replaced the dryer myself. In the last couple of weeks, I have had no hot water three times. My hot water heater was installed in 1989 (making it at least 26 years old). HSA sent out a repairman and the repairman told my mother that he could not detect an issue at that time, the water heater was working correctly, but that he would recommend a replacement to HSA. HSA called me that evening and as I was at work, left me a message saying that HSA would provide no repairs or replacement because the repairman said it was not broken and that we "just didn't like the look of it". This is a blatant lie. My mother (who was there with the repairman) never said that we "didn't like the look of it", but said that it has failed to work on three separate occasions within the last week and a half and that water heaters regularly last 10-12 years. I sent an email to HSA on 3/8/16 explaining the situation. Their contact form says that they will get back to me within 24 hours. Their auto-reply email to my message said they would get back to me within 48 hours. It has been about a full week and I have heard nothing from them. My complaints with HSA: 1. Extremely long hold times EVERY time I try to contact them. As if they just want people to give up. 2. Reluctance to uphold their warranty by replacing faulty appliances that are over 20 years old. 3. Not honoring their stated response times.Desired Settlement: I want HSA to uphold their own repairman's advice-to replace my 26 year old hot water heater.

Business

Response:

HSA apologizes for the long hold times in our peak time. A service provide was dispatched to the home for the water heater and the technician did not find any operational failure with the unit. Thank you

Review: My kitchen ceiling is leaking In several places due to a bathtub plumbing issues. HSA paid for a very similar issues in March of 2014 which I paid my $75 deductible. Today they refused to approve and pay for my claim where I used the EXACT same company as last time in which HSA paid for it.

The company now wants to charge me the deductible plus $160 because HSA has refused to approve this. Now I will have to take another day off of work to address this which is more money lost.Desired Settlement: Either HSA needs to completely pay for all repairs related to this claim or refund my entire contract renewal fee of $450.

Business

Response:

The homeowner has spoken with a supervisor on this claim and the supervisor has left a message for the vendor to call in with diagnosis once the accessing has been done.

Business

Response:

HSA is having an associate call the vendor to speak with Dale for the repair quote. The homeowner will be notified after this is done.

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: I bought a home 6/22/14 with this home warranty already attached to the home. I had a crack in my water heater ( 8/14/14), water streaming in my basement. I called HSA home warranty informed them of this issue and they sent a tech out on ( 8/18/14). In the warranty agreement it states that I have a 100.00 dollar trade call fee. I paid that at time of diagnostic. In the warranty agreement it states that, HSA will provide coverage for authorized repair or replacement of Component parts. ( authorized by whom? ) Component parts meaning the constituent elements of mechanical items as covered by this contract. Operational Failure meaning the mechanical breakdown of component parts. Proper working order meaning functioning as intended and expected for its age and within the safety standards as established by the system manufacturer.

I was already aware it was a cracked water tank, the tech that HSA sent out confirmed my findings. I was then told by the tech that he would submit the claim and should get an answer with in 3 business days and be back to repair or replace the tank. I was informed that I would have to pay an additional 691.50 dollars. ( I was under the impression that when you have a warranty, you pay your premium, and after your premium is met you pay one flat fee to get the damaged property repaired or replaced.) I am being charged 95.00 for a water coupling, 85.00 for gas coupling, 85.00 for a flue modification, 95.00 for a drip pan, 150.00 disposal fee, and 82.50 for a diagnostic electrical union. Not sure why I am being charged for a drip pan since I have a drain. My warranty states that flue piping is covered so not sure why I am being charged for flue modification. They are charging 150.00 disposal fee or I can dispose of the old tank myself. I don't understand why I have to pay an additional amount when I am paying for a warranty. I requested a second opinion. I was informed that I could take a pay out and have another company come and do the work but the pay out was only going to be approximately 500.00, HSA couldn't even give me a set pay out amount, I just know it wasn't the 691.50 dollars that they wanted me to pay to their contractor. I am not sure why when requesting another company to come out I am being refused that or I can take a pay out for less than what they are expecting me to pay to have their services, again makes me question why I even have a warranty.Desired Settlement: I would like the replacement of the cracked water heater, I don't have a limited warranty, I have a warranty that I have paid the premium on and including the 100.00 trade call fee. This water heater should be replaced at no additional cost to me.

Business

Response:

The homeowner approved the non-covered charges today and the claim is moving forward. The base warranty covers standard labor and the parts/equipment. It do not cover code upgrades, installation modifications, disposal fees and permit fees, those would be the homeowners responsibility.

Review: I bought a home warranty with HSA Home Warranty company, in Las Vegas, Nevada, although the company is actually this (home security company) located in Wisconsin. The address of this business matches the address on my contract with "HSA Home Warranty." I called with an A/C issue on May 3, 2014 and, although the temperature was well into the high-90's, the company did not send out a vendor until May 8, 2014, 5-days later. The vendor had no idea what they were doing and said the problem was unfixable, claiming there was no access to the A/C unit. Of course, this diagnosis (which was provided to HSA by both me and the vendor (AR Complete Service Co.) to HSA on May 8, 2014. For an additional week and despite my daily phone calls, HSA refused to send out another vendor for a second opinion. By all accounts and simple common sense, the vendor's diagnosis (that the problem was unfixable due to "no access") is beyond ridiculous. Having none of my phone calls returned for a week and as the temperature soared above 100 degrees on a daily basis, I finally got a supervisor on the line at HSA and (although she couldn't explain why no other vendor was sent out for a second opinion and why the company would not return my calls), she said I could do "customer choice" and have a vendor of my choice come out. Finally on May 14, 2014, a real contractor came out and we spent several hours on and off the phone with HSA to get prior approval before the repair was made. We sent pictures of both the old and new part, sent the contractor's license number, and (although it took all morning) got 'approval" to make the repair (which of course had no "access" problem)and I was told by HSA to pay the vendor myself and I would be compensated (paid back) by HSA. Now, HSA is giving me the run around. One of the (many) lady's who specifically "helped me" on May 8, 2014 was [redacted] (extension # 6542), on May 29th I spoke to a [redacted] and emailed him directly (this was the ninth time I had forwarded my paid invoice to HSA, first done on May 14th) and he was not helpful at all. I spoke to a supervisor named "[redacted]" on May 30th (today) and she was EXTREMELY rude and (somehow) even less helpful than Mr. [redacted] and the numerous other employees at HSA. Bottom line is that HSA took 5-full days to send a "vendor" to my property despite the high-90 degree temperature, sent out an unqualified it of a vendor (AR Complete Service) who claimed the problem was unfixable, refused for a week to send out another vendor for a second opinion, and now refuses to compensate me for (finally) getting the A/C fixed on May 14, 2014. Eleven (11) days without A/C and now they will not pay for the repair. If this problem is not addressed by HSA, I intend to find other people around the country who this has happened to, write endless '[redacted]," Google and other reviews (on a daily basis), and file further complaints with all possible agency's both in Nevada and Wisconsin. I just want to be compensated like I was promised I would be. If HSA refuses to pay for the (obviously) legitimate repair, which would be my first choice, I would take a full refund of my supposed home warranty policy so that I can buy a policy with a legitimate company as opposed to HSA.Desired Settlement: Pay for the A/C repair that HSA kept me waiting 11-days for, which HSA's supposed "vendor" claimed was unfixable. Using complete it as "approved vendors" is a disgrace, as is HSA's complete lack of customer service. I think HSA should reconsider "AR Complete Service Corp." as an approved vendor. Thank you

Business

Response:

HSA apologizes for the for delay in the air conditioning claim. HSA has made the proper claim adjustment and have given the homeowner an additional $100 as service gesture. The check will go out tomorrow.

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 had to.file a.complaint through months ago for.service they gave us and the contractor they sent never come back and did the work and the Revdex.com got hsa to.refund me my 100 dollop deductible now on July 7 2015 I filed a.claim with them to get our air conditioner fixed and they told me somebody would contact me in 48 hours about somebody coming out and on July 9 2015 I had to call hsa back because nobody had contacted us about coming out to fix it and they told me.a.company named nmp would be calling me to set a app to come out and still on July 12 2015 I have not got a call from anybody and we are fed up.with this fly by night warranty company you pay good money to have a home warranty and can not even get service so we are wanting our 1 yr warranty we paid for refunded back to us so we can get a home warranty company that will stand by there customers since we paid hsa to have coverage for 1 yr and can not even get the service and they can not even send reputable contractors out when they do send somebody we ant our money back that we paid and hsa is a joke for a home warranty companyDesired Settlement: We want to be reimbursement for the 1yr warranty that we paid for since we can not get service when we do call in and the one time they did send a contractor out he did not even come back to do the work just took my 100 doors and I had to file a complaint to the Revdex.com to get that 100 follows after getting thethe run around from hsa on that

Business

Response:

HSA offered the homeowner authorized choice (to find their own company) on 7/6/15 and homeowner declined this option. HSA attempted to find a vendor, but no one could take the service call in a timely manner. HSA again offered the homeowner authorized choice on 7/15/15 and homeowner again declined it. HSA is attempting to locate a vendor for the homeowner. The contract is non-cancellable.

Business

Response:

As stated previously, HSA will cancel the warranty with a prorated refund. The warranty was paid out of closing by the seller and HSA has accepted liability for this property during the contract period, so HSA will not refund the entire amount of the contract. HSA approves homeowners using their own vendor in cases where there is not an affiliated vendor available. The homeowner refused this option.

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: Central air conditioning was failing. After repeated visits which consisted of topping off the freon, one of their contractors visited and determined that there was a crack. Further, the crack was not a result of damage caused by me - it was a simple function of the age of the unit. After speaking with HSA on numerous occasions, during which HSA committed to replace the unit, yet another contractor was sent out to do a "temperature check". This check was completed shortly after the freon was topped off. Of course, the temperature was OK. Despite HSA being contractually bound to replace the equipment, and despite repeated verbal assurances, they never did. Shortly thereafter, I cancelled my warranty coverage.Desired Settlement: Since HSA did not fulfill the terms of their agreement, I would like payment for the replacement central air conditioner which I paid for and had installed.

Business

Response:

HSA is unable to offer coverage to the customer towards any repairs and or replacement of any system. This is outside the terms and conditions of the customers expired contracts. The customers last known contract with HSA expired on 3/24/2011. Thank you

Consumer

Response:

Review: I bought my house with the Warranty in 2011. The AC failed on the hot days on June 2014. The company did nothing to keep me out of hot days and stated that it was preexisting condition because it was mismatch in the system.

I can not wait, and called another AC company by myself, and they said that system is compatible. It was rust on the coils. They recommended to replace coils later, and meanwhile they added freon, and estimated that AC would work for the season.Desired Settlement: At minimum, they should refund the deductible. They can at least add freon to make me through the hot days right away.

Business

Response:

HSA is unable to locate the contract using the address provided. Can the homeowner provide the contract number or property address, so HSA can review this complaint please?

Review: At the close of escrow my agent suggested I purchase HSA's Home Warranty service. within a couple days of moving into my home I noticed a plumbing issue that was covered by my warranty. HSA sent out a plumbing company they contracted with three times and the issue was not resolved. I requested another more capable plumber come out and oddly enough they stated that my issue was not covered when all three times prior it was under my warranty coverage. A simple leak in my upstairs upstairs due to a tub gasket that had not been installed correctly. Each time I called HSA I was literally was kept on hold for ~ 40 minutes. When I expressed my dissatisfaction with the customer service of HSA I was put on hold again. A month went by and my "small leak" turned into full water damage downstairs including drywall damage. I am extremely unhappy about how HSA disregards their customers and do not honor their warranties.Desired Settlement: I want my money refunded for the warranty as well as the deductible I was charged for the work that was not performed properly. I want HSA to reimburse me for the plumbing company I had to pay directly to correct the initially small problem that became a big problem due to HSA's poor business practices and the low quality sub contractors they use, but above all I want to warn others that HSA has a 93.2 percent dissatisfaction rating with their customers for a very valid reason.

Business

Response:

HSA apologizes for the customers experiences with their plumbing claim. The technician reported the failure on the service call visit was with an improperly installed overflow drain. The customers contract does cover for this type of failure. The claim was approved for the work to be completed for the repairs. The next service call visit was an alternate service provider, and their diagnosis of the failure was that there was a missing rubber gasket in the tub assembly. This was an installation problem with the tub. Missing parts are not coverable by HSA contract.

HSA's contract does not cover for any types of water damage and or secondary damages per Section F # 9. Secondary damage, consequential damage or any damage caused by or resulting from the failure or malfunction of covered or non covered "Component Parts".

If customer would like to cancel their contract, they may do so and send in a request in writing and a $40.00 cancellation fee is accessed and the refund will be prorated by what has been paid in on the contract premium.

Review: The temperature control on our fridge has been going out. I called and filed a claim, and the repairman that HSA chose and sent over came and confirmed that the control needed replaced. He also informed me that the gasket on the door was old and degrading, and he would replace that as well. He ordered the parts, came back, and installed both the new control and a new gasket on the door. When he was done, I noticed the door no longer shut completely. I was advised to DUCT TAPE my fridge door shut for a week, as the gasket can sometimes take time to mold to the door? I did as he asked, and went a week with duct-taping my door shut each time I closed the fridge. It never "molded" to the door, and never closed properly again.

I called the repairman and he said that HSA would have to approve a new door, since the old door was apparently warped and wasn't "taking" the new gasket (which I never needed in the first place, and was never the cause of the problem). He called HSA to inform them of this. I waited several more days before calling HSA back, and the rep that answered (after 20 minutes on hold) claimed they had left me voicemail messages informing me that my claim had been denied. She said she could not explain why it was denied. She then said I could not speak to a manager because they wouldn't tell me anything different. I never got any voicemail messages. When I insisted on speaking with a supervisor, the rep said she would put me on hold but terminated the call instead.

I called back and got another rep, after another 20 minutes on hold. This one was nice enough to go through everything with me, but his answer was the same - the claim was denied. This time however he told me it's because HSA doesn't cover fridge doors. he then also told me that they don't cover new gaskets, either - but somehow this one was approved and paid for. I spoke with his supervisor - who was very apologetic but said the same thing. Except this time he said that they DO cover gaskets, which is why the gasket was paid for. So, in theory - the problem is now the gasket....which according to him is a covered issue.

The DOOR was not the problem. My fridge door worked fine, until HSA's repairman pulled off the old gasket and put in a new one. The GASKET was not the problem. Again, my gasket worked fine (but it was older and coming off in some areas - but it was only cosmetic). Now I have to DUCT TAPE my fridge shut every time I close it because the door won't close. This problem arose because of the claim I filed for the temperature control. This problem would not exist if HSA's repairman had not pulled off the original gasket on the door. I now have a fridge that doesn't work unless I duct-tape the door shut.

HSA says it's not their responsibility because they aren't responsible for the repairman's work. The repairman says it's not his responsibility because my door is warped.

In summary - the claim was for a temperature control, which was repaired. Due to an unnecessary repair that arose when the repairman was replacing the temperature control, my fridge door now won't close. HSA will not take care of it, and the repairman won't take care of it.Desired Settlement: I want HSA to approve a repair that will take care of the problem that was caused by this claim. I don't care if it's a new door, or a new fridge, or a new gasket that fits properly. I want my fridge back to the working condition it should be in - as it was before the claim (minus the wonky temperature control.)

Business

Response:

HSA apologizes for the customers inconvenience in regards to the previous repairs that were done for her refrigerator. HSA would like to request a 2nd opinion and will waive the deductible to have an alternate vendor come out to the home to diagnose the failure with the refrigerator and to determine coverage under the terms and conditions of the contract. The customer will need to contact [redacted] @ ###-###-#### and give them this tracking number that is associated with the new claim.

Tracking # [redacted]

It is rapidly becoming clear to me that this company is a sham. I expect I will be filing a complaint soon. They are all too eager to sell policies but filing a claim is an absolute nightmare. Incredibly long hold times, passed from person to person, no movement toward resolution, etc.

I would absolutely not recommend this warranty company. We had two claims in the year that our warranty was in effect and both times the HAS denied the claims and tried to get us to pay the bill. In both cases are an EXTENSIVE amount of back and forth, the repair service companies sided with us saying that the repairs should be covered.
Very difficult to get a hold of on phone. Waited over 20 minutes both times.

I have a hot water tank that not working, HSA keep putting you on hold. I was on hold for 30mins. My hot water not working, they took a week to find someone. Because they were having problems with finding someone to come and look at my hot water tank said I could find someone. I called a and no one would come out as soon as I told the I had HSA home warranty. Said too diffcult to work with.

Review: HSA's website states, "The home warranty is a service contract that will pay for the repairs or replacements of covered items in your home that fail due to normal wear and tear." (http://www.onlinehsa.com/Homeowners/HSA-Home-Warranty.aspx)

Over the past year, our unit has failed on 7 separate occasions. This is due to the system being 13 years old, and well past due to be replaced. Instead of fully repairing or replacing the unit, the HSA has repeatedly sent technicians to "band-aid" the unit (replacing fuses vs. finding out why the fuses blew in the first place, for example). They have replaced the compressor, replaced multiple fuses, a capacitor, and twice had to add R-22 (an ozone depleting gas that is supposed to be 90% phased out by 2015 according to the Montreal Protocol). I have personally replaced the condensation pump, and cleaned out the condensation pipes because it was cheaper than paying the $75 co-pay that we have to pay each time the technicians come out.

When the AC goes out, our house rapidly rises in temperature. I commute two hours to work, and when a technician comes out, I lose a full day of work as I have to be there during the "window" that they will be available. We have had an aggregate total of one solid month of no air conditioning over the past year, and I have lost 9 days of work. This equates to 72 hours, which is over half of my vacation time for the year. Due to HSA's policy of band-aiding without repairing, my family will be unable to take a vacation this year.

The last time the unit went out (approximately 3 weeks ago) the "supervisor" assured me that *this time* the technician would "not do any work until he thoroughly checks the system end-to-end to determine what is wrong with it." The technician showed up, familiar with no such orders. He once again replaced the fuses, and then instructed us that we "might as well" go to Home Depot ourselves and purchase our own fuses (he even wrote down the amperage and style for us on a piece of paper) since the unit would continue to blow them.

The HSA then stated in an E-Mail that this same technician said that the "unit was in pretty good condition." It has been 3 weeks, and the unit has failed yet again. This is the 4th time since April. As my wife works from home, and our house has spent a good chunk of the summer at 92 degrees with HSA refusing to actually repair or replace the unit, we have opted to purchase one on our own. We can wait no longer for more lip service from HSA, and more band-aiding as we get into the hottest parts of the year. Working in a 92 degree house day after day is a health risk for my wife, and our two dogs.Desired Settlement: Reducing the damages to just the cost of the new unit (currently estimated at $7058) will be sufficient. However, the installation will happen Monday, and if there are additional fees (eg: taxes) these will also need to be covered.

Business

Response:

The parties have reached a mutually agreeable resolution, which the parties agreed to keep confidential.

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: 1ST:PAID THEM TO FIX OUR DRYER 2 TIMES AND IT STILL DOES NOT WORK RIGHT

2ND:PAID THEM TO REPLACE WATER SOFTNER AND NOW OUR PIPES LEAK AND THEY WANT US TO PAY FOR THAT

THEY ALSO WANT US TO FIND SOMEONE WHO WILL FIX IT, THATS WHAT WE PAY THEM FORDesired Settlement: I WOULD LIKE TO NOT HAVE TO STAY UP LATE TO TURN MY DRYER OFF BECAUSE OF THE TIMER SWITCH THEY REPLACED,, STILL DOESENT WORK. ALSO WHY SHOULD I HAVE TO PAY FOR MY PIPES TO GET FIXED WHEN THEY ARE THE ONES THAT PUT THE NEW WATER SOFTNER IN AND STRESSED OUR PIPES TO THE POINT OF LEAKAGE .

I JUST WANT THEIR SCREWUPS FIXED DONE RIGHT !!!!!!!!!!!!!!!

Business

Response:

The dryer and the water softener claims were filed in November of 2014. The recall procedures are 30 days for labor and 90 days for parts. The homeowner is well past the 90 days for parts and a deductible would be due. Once the vendor comes out to the home for the water leak, HSA will review the diagnosis to determine coverage per the terms and conditions of the contract. If the leak is caused by the installation of the water softener, the deductible will be waived.

Review: I have two complaints. The first is about the way the company handles service. The second is about sending out misleading approval letters.

I had a problem with my heat and was told that I had to use the service technitian they approved. He came to my house and told me that he could not see what the problem was because my heating ducts are above my basement ceiling and he would have to rip the ceiling down to find the problem. He then told HSA that I needed new ductwork; therefore, it was a preexisting problem and was not covered. When I spoke with the technitian regarding my other complaint, I clearly told her that he never looked at my ductwork, and that he told me that he did not know the problem. She just continutally said that she was sorry, but my claim was denied. She refused to recognize that the technitian told her false information. My second complaint is that I received an email from HSA saying that my request for service was approved, yet when I called, the technitian said it was denied. I read her the letter and she said that is a letter that is automatically generated and mailed out for any claim that is filed. I pointed out that it clearly stated that my claim was APPROVED and she claimed that it was approved. It was an "approved denial." She claimed that the company approved to deny me servie. I told her that this is semantics, and it means nothing. I complained that the company is purposely misleading its customers - I believe so that they can boast a high percentage of claim "approvals." She did not have any response except to say repeatedly that it was an "approved denial" and that HSA would not pay to have any work done. Again I reiterated to her that what I had in writing said that my claim was approved and that I could get work done and would be entitled to a refund of a certain amount. I asked her why those specific words were used if my claim was denied. Again she said that this was a letter automatically generated by the company and that my claim WAS APPROVED. It was approved to deny me coverage. I told her several times that I don't understand how I could be denied coverage when the technitian didn't actually look at my duct work, especially when he specifically told me that he could not tell what was wrong becuase he could not get to my duct work. She refused to address this issue - all she said was that it was determined to be a preexisting condition and would not be covered. She refused to recognize that the technitian never actually looked at anyhing in my house. I told her that I am a highly disappointed customer becuase I feel that HSA is purposely misleading its customers and purposely ignoring poor service by technitians in order to deny claims so as not to have to pay out any money. I told her that I would never recommend an HSA warranty to anyone and that I will tell everyone I can think of not to waste their money on one because it is a scam.Desired Settlement: First, I want the business to stop sending letters telling consumers that they are approved when, in fact, they are not.

Second, I want to hire a technitian of MY choosing (because I am not entirely sure that HSA doesn't have an agreement with their preapproved technitians to get them to say that the problem is something that would not be approved so that HSA can deny the claim) to come see what the problem is with my heat - and I would like the problem fixed.

Business

Response:

If the homeowner would like to have their own vendor out for a second opinion, they are welcome to do so and HSA will review their findings for potential coverage. The technician would need to call HSA once they have a diagnosis, but before they do any repairs and speak to an authorization associate.

Review: My family has been in need of adequate air conditioning in my newly purchased VA home. We first reported air conditioning problems in early July shortly after purchasing home. Home warranty company sent several technicians out to fix the problem but none of the vendors authorized by the warranty company could resolve, so I obtained authorization to get another company to service my problem. The local company I acquired fixed one of the problems within 30 mins that two different service companies on five different visits could not and the warranty company is not reimbursing me for the repair since they said the repair was not covered all after one of the vendors they provided already charged me an additional 450.00 to repair and did not. The company I called also diagnosed another problem that the warranty company vendors did not observe and now I am still waiting on the warranty company to authorize repair after calling a supervisor several times and waiting an extremely long time on the phone, one call took over an hour wait. Also, company representatives refuse to give me corporate contacts to escalate my problem since I still do not have adequate cool air in my newly purchased VA home in GA with temperatures consistently over 90 degrees. I don't know know what else to do, please assist.Desired Settlement: Repair to fix existing problem and refund of charged services of warranty company vendored service company who did not fix immediate problem.

Business

Response:

HSA apologizes for the inconvenience to the homeowner and his family. The first two claims were denied due to cleaning of the drain pan and the condensation line was clogged and the warranty does not cover cleaning or general maintenance. The third claim was approved and HSA replaced the evaporator coil and there were $430 in non-covered charges. The $430.00 were for installation modifications, coolant evacuation and recovery and the disposal fee, which are not covered under the warranty. HSA has approved the recent repair where the homeowner used his own vendor and has advised the homeowner to send in a copy of the paid invoice for reimbursement. HSA will be adjust pricing to what the HSA affiliated vendor would have charged for this repair and the homeowner has been advised of this.