Home Security of America, Inc.

After being a customer with HSA for 5 years, I was only told by them when I called to file a claim that my contract had been cancelled for non payment. I never received an invoice, a telephone call,or an email note from them. No attempt was made on the part of HSA to contact me. Correspondence which I received dated December 1, 2012 stated that my contract would be automatically renewed on 01/31/2013 without any further action from me. I was invoiced and made a payment on January 21, 2013 and that was the last I heard from HSA until I contacted them in July, 2013 to file a claim. The response that I received was that my contract had been cancelled for non-payment and that I could reinstate the policy after a 15 day waiting period but that my current claim would not be covered and that I should take responsibility for not paying invoices which were never received. Hmmm. I not certain how I would know that a policy was in jeopardy of being cancelled unless I was notified.

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.

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.

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.

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.

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: 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: 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: 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 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: 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.

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: 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 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: 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: We purchased a home last year. A part of the transaction was a home owners warranty through HSA. The warranty is supposed to cover mechanical issues with the home. Our furnace went out. The contract says they will either put in a unit of their choosing or give you a cash allowance towards one of your choosing. If they put in the unit they won't pay for necessary duct work to hook up the unit which costs over $1000. If I put in the unit it costs approx $3400 and they'll only give me just over $1000. I want to choose a unit of my own...and I'm going to be out around $2400 that they won't cover.Desired Settlement: I would like for them to pay the entire cost of the replacement less my deductible and less the rebate I'll get from the utility company.

Business

Response:

The homeowner's contract does not cover installation modifications, permit fees and disposal fee, which came to $1101.70. HSA approved the $1106.40 as a cash out amount as this is HSA's cost for standard labor, parts and pick up fee. HSA needs a copy of the paid invoice to reimburse the homeowner.

Review: My wife and I received an HSA warranty when we purchased our home. When the first year of the contract was up we decided to renew for another year. Recently when I was in the basement and my wife was in the tub I noticed water leaking. I reported the issue to HSA and they sent a service technician from Triangle Plumbing on Friday, Jan. 23, 2015. The plumber and I looked at the tub drain lines from the basement opening underneath the bathroom. The plumber pointed out to me a hole between the tub and the overflow drain line. He told me that my tub waste and overflow assembly were leaking and needed to be replaced. He explained to me that it consisted of the overflow plate, overflow drain pipe, drain, shooing drain pipe, which then would be tied into the drain line. On the receipt he gave me when he left it says "tub waste overflow leaking, needs new tub waste and 1 1/2" glue p-trap and line coupling. HSA has partially denied the claim on the grounds that "modifications to facilitate repairs" are not covered. They did state that they would be willing to cover the "tub waste part that is mechanically failing" but would not cover any pipe, despite the fact I have drain pipe coverage, because according to the "licensed technician it is not mechanically failing". I have asked them to specify what the part thats mechanically failing is and they can or will not. They only repeat that they "will cover the part that is mechanically failing." I even asked if that meant that they would cover everything between the p-trap and tub and again they only repeated that they "will cover the part thats mechanically failing." My tub waste assembly does not have have any linkage, stopper, or other mechanical components. It is simply a plate on the inside of the tub that screws to the overflow drain pipe inside the wall. If the leak is covered and replacing pipe is required to fix the leak then the pipe should be covered, especially my a warranty plan that also covers pipe. I have even offered to take photos to email to HSA in order to show them that it is all connected and one issue not a leak and separate pipe modification. They refused the photos and have just passed me from representative to representative.Desired Settlement: I simply want HSA to have the leak repaired. If they will not cover the full cost I would like an itemized, detailed, explanation showing what parts and labor they are covering and their cost, along with what parts and labor I am being asked to cover and their cost.

Business

Response:

The HSA contract covers only the primary failure, which is the waste and overflow component part. In order to replace this, the existing piping is not compatible for the proper repairs to be done and needs to be replaced. As the existing piping is not failing, this replacement piping is not covered per the terms and conditions on the contract.

Homeowner--$200 for parts and labor for the overflow pipe, $295 for parts and labor of approximately 4 feet of new piping that needs to be upgraded to PVC piping.

HSA-$130 for a flat rate for these repairs.

Consumer

Response:

Review: HSA home warranty for a Oil Based Boiler.

A working and operational Oil Based Boiler: Serviced two days after a FULL SERVICE by KEIL Plumbing & Heating, INC. - burned out and then was then inspected by a HSA "certified" technician [redacted].

After the inspection [redacted], claimed in writing on a service ticket that the system was condemned. The report stated nothing about the unit being poorly serviced and stated verbally there was the "possibility" that the unit was poorly serviced there was no proof of such.

HSA is refusing the claim and under discrepancy of the written and verbal claims from [redacted] and KEIL claiming to have a good service reputation the full amount of warranty coverage should be allowedDesired Settlement: Full warranty claim payment

Business

Response:

HSA is reaching out to [redacted] for more information and will contact the homeowner once information is received.

Consumer

Response:

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: 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.