Home Security of America, Inc.

Review: I contacted HSA on Monday in regards to a leaking water heater and loss of hot water to my home. The initiated a claim and stated that their vendor will contact me to set up an appointment to come out to inspect the issue. The vendor stated that they weren't able to send anyone to home until Wednesday, since they did not consider a leaking water heater and loss of hot water an emergency situation. The vendor told me contact HSA so that may update my account to an emergency in order to send a contractor out the same day. I reached out to HSA and waited on hold for 45 minutes to an hour before finally hanging up, on three separate occasions and never spoke with anyone. The following day I reached out to HSA and spoke with a rep concerning the issue. I was told that they could not update my account, and that it was up to the vendor to send someone out on an emergency at an additional fee, which I was okay. I contacted the vendor once more and was told the same thing, "It's not considered and emergency and that it was up to HSA to classify it as one." I've been getting nothing, but the run around from both HSA and their vendor.

The contractor did not come to my home until Wednesday afternoon, where all he did was write down information and collect a $75 deductible. At that time, [redacted] from [redacted] told me he wasn't going to call in the information for authorization until later that evening. He said that once the repair was authorized, I would receive a new water heater the following day. Today, I spoke with HSA concerning the authorization for "non-covered charges." After speaking with [redacted] shortly after, I am aware that authorized "non-covered" charges are not equivalent to the charges written on my invoice.

I feel taken advantage of. They are up charging me for unnecessary repair costs in the name of "bringing my home up to code," instead of just replacing the faulty water heater. When I voiced my concern about the charges, I was told that in order for this company to replace my water heater they had to charge me those extra fees, and if I didn't want to pay for it that they wouldn't do the service. Also, to contact HSA to get another vendor who would replace just the water heater itself.

This is my first home, and my first major issue with the home. The home warranty was purchased by the sellers and came included with the purchase of my home. The total experience with HSA home warranty and their vendor has been completely stressful and a total nightmare. They have inconvenienced me in a major way. Their customer service is ridiculous and the wait times are outrageous. Instead of getting a straight answer, they continue to push the issue off on one another, and here I am stuck in the middle and the issue has yet to be resolved. I am very dissatisfied with my experience and do not wish to continue business with them any further. They are a bunch of scam artist.Desired Settlement: I would like a refund of my deductible and my water heater replaced at no additional costs. If at all possible, I would like my warranty with cancelled so that I may be able to purchase I more reliable provider. Someone needs to look into the way HSA conducts business and put the company out of business for good, so that more people do not fall victim to their schemes.

Business

Response:

The homeowner has the base coverage which does not include the code upgrades and installation modifications. If the 7 star upgrade was purchased, that would have helped with those charges. The base warranty covers the equipment and standard labor. The non-covered charges are for the code upgrades and installation modifications for $310 and that would stand. HSA apologizes for the long hold times the homeowner experienced. If the homeowner would like to cancel his warranty, they would need sent in a written request to cancel and that can be sent to [redacted]

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]

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: 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 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: 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:

Avoid this company they will continue to place you on hold and transfer you to several departments. So far we have been on hold for over seven hours and discounted twice to seek a repair for a washing machine. Five days without a working washing and a company saying they are receiving too many claims. Avoid them.

I submitted a claim online for a hot water heater that needs immediate repair. The HSA website then directed me to get a diagnosis from a local plumber, which I did immediately. I have now been on hold for a total of more than two hours on the phone, and I have left messages for HSA. You are required to get all repairs or replacements over $500 approved by them on the phone before you can proceed with repairs. This means that the plumber is ready and we need the repair, but I can't get in touch with anyone! What a terrible system, and I can't imagine how terrible this would be if this was a more immediate and urgent dilemma (loss of heat system in winter for example)
I don't know what to do, other than call again tomorrow and wait on hold for over an hour this time.

We purchased our home last July and the seller purchased the HSA warranty for us. We upgraded the policy after purchasing our house.
We submitted a claim on June 27 for an electrical problem and HSA provided us with an electrician in our area. He came to our house, we paid the $75 deductible and he submitted the claim. We have not heard from HSA. I have called and been on hold a minimum of 45 minutes. I e-mailed them and asked for the status of our claim. They have not responded. Our electrician has not had any response. They are supposed to have 24 hour customer service but no matter the time you call, you always wait at least 45 minutes! I have not heard what the status of our claim. I would NEVER recommend these people to anyone. I have never had to deal with such an incompetent company!

HSA is ABSOULTELY HORRIBLE!!!! I would not recommend buying a home warrenty with them!! My AC went out 6-20-15 and as of today 7-16-15 it has not been reparied. The hold times are crazy...I was on hold one time for 3 hrs trying to get through to a customer service rep and once you get through the problem is never resolved. A few of the customer service reps have tried to help but have gotten no where, because the companies that they contract to do the service are just as bad if not worst than they are. I have requested to speak to a supervisor twice....one called me back one time but did not do anything to solve the problem and apologized for the wait time and stated there was a training class in process, the next time I never got a return call. I have asked to speak to a manager or a person higher than an a supervisor and get no where. The compay they sent out (Affordable Solutions in New Whiteland, IN) customer service is horrible also and one of them acutally hung up on me today because she was upset that I asked her if they treated all of their customers the way they have treated me!!! Please donot get a warranty with this company you will REGRET IT!!! I will be cancelling my contract!!!

As I write this review I have been on hold to speak with someone for 45 minutes now. This is terrible customer service! Needless to say I will not be renewing my contract with them.

Review: I have a warranty with HSA for my home, it covers my appliances etc. I had paid the $100 deductible to get someone out to repair the refrigerator that is not working properly. The repairman said it could not be repaired and that it needed to be replaced. There is water getting under the freezer portion of the fridge freezer and the foam insulation is saturated causing water to drip into the fridge and causing it to not regulate temperature correctly. I have been told that it is not covered under my warranty because it is not a "Mechanical" issue. How is this not a mechanical issue, there was a mechanical issue that caused the water to go where it is not supposed to go. I could see them not covering a broken drawer, or a broken handle but not covering this? Which is a critical part to the fridges mechanics. Needless to say I am not happy about the outcome of this, the company seems like a scam to me.Desired Settlement: I would like them to uphold the warranty and replace my fridge or receive cash to replace it myself.

Business

Response:

HSA dispatched a second opinion on 11/5/14. Once we receive the information from the technician, HSA can review

Business

Response:

HSA has received the invoice and a check for $525.00 for the replacement of the refrigerator will be mailed out tomorrow, 1/14/15.

Consumer

Response:

Thank you.And Thank you Revdex.com I would never have received this money if you didn't help out.[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: 24 hours have gone by without a return call. Over one week without a resolution. I have tried to contact hsa on 5 seperate occasions. Every time I have been on hold between 22 and 46 minutes without an outcome. They refuse to put me in contact with someone as to moving my claim status towards completion. I honestly believe at this juncture than my claim is being deliberately ignored to avoid payment.Desired Settlement: Pay the claim, or refund my premium. I dont care which one at this point.

Business

Response:

This claim was approved and the homeowner is taking the cash out option. HSA needs a paid receipt to reimburse homeowner the approved amount.

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 will be satisfactory to me provided agreements are carried out in full.

Thank you,

Review: HSA will not authorize repairs on our leaking shower drain. We have been trying to resolve this since June 2015, but HSA has not been willing to work with J&A South Park (their selected contractor) to authorize and initiate repairs. J&A has contacted HSA with the results of their inspection, for which a $75 deductible was paid. HSA refuses to initiate repairs. I have been unable to reach the employee handling this issue, because my emails have been returned as undeliverable. Their email address seems to no longer exist, and I don't have time to wait more than 45 minutes to talk to a representative every time I call.Desired Settlement: Please refund my $75 service call deductible and dispatch a reputable service to repair the leak in the shower drain.

Business

Response:

[redacted] advised HSA that there was not a mechanical failure found with the shower drain. Since the employee that the homeowner was working with is no longer with HSA, HSA will dispatch another vendor for a second opinion at no cost to the homeowner. The vendor dispatched is [redacted] and their phone is ###-###-####.

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. Please have [redacted] contact me as soon as possible to schedule a service call.

Regards,

Review: I have a warranty coverage for my swimming pool with Home Security of America, Inc. , where it states on the contract they will pay up to $1,000 per occurrence of "Operational Failure " . My salt water system failed and they are saying this is not covered under my warranty . The reason why they said this because this is part of the cleaning equipment that is not covered. The salt water system is part of the operation to keep the pool sanitized so it will be safe for people to swim in the pool. This converts the salt into chlorine rather than adding chlorine tabs in the pool. Below is the line in the contract about the coverage.

16. SWIMMING POOL - COVERED: we will pay up to $1,000 per occurrence of “Operational Failure”; includes heaters which do not have a

compressor as a component; filter, pump, motor, gaskets, relays, impellers, back flush valve and above ground plumbing lines leading to and

from the swimming pool; must be for a single family, commercially built and properly installed. NOT COVERED: cleaning equipment, skimmer

equipment or secondary or booster type pumps used for cleaning pools; timers, lights, main body, liners, structural defects, covers, filter grids,

concrete-encased or underground plumbing, electrical or fuel lines; geothermal, solar or solar-assisted water heaters and their respective

plumbing and equipment; wood encased or otherwise inaccessible parts; any unit with an independent boiler system; “habitat spa” or similar

type unit.Desired Settlement: The cost of replacing the salt water system is $1700 , HSA should pay $1000 as stated in the contract to the contractor who will do the repair.

Business

Response:

Per the HSA contract, page 5, number 16. Swimming Pool: NOT COVERED: cleaning equipment, skimmer equipment or secondary or booster type pumps used for cleaning pools; timers, lights, main body, liners, structural defects, covers, filter grids, concrete-encased or underground plumbing, electrical or fuel lines; geothermal, solar or solar-assisted water heaters and their respective plumbing and equipment; wood encased or otherwise inaccessible parts; any unit with an independent boiler system; “habitat spa” or similar type unit. A salt generator is considered part of the cleaning equipment as it helps maintain a safe and clean water supply to swim in. The denial of the claim stands

Business

Response:

I am asking the Revdex.com to include an attachment which is a document that shows how Salt Chlorine Generators work. As you can see by the diagram, the water passes through the generator and adds salt to the water to kill cantaminants. This unit cleans the water to keep the pool clean.

Section E of the contract states:

Swimming

pool – covered: we will make up to $1,000 per occurrence of “Operational

Failure”; includes heaters which do not have a compressor as a component;

filter, pump, motor, gaskets, relays, impellers, back flash valve and above

ground plumbing lines leading to and from the swimming pool; must be for a

single family, commercially built properly installed. Not Covered: cleaning

equipment, skimmer equipment or secondary or booster type pumps used for

cleaning pools; timers, lights, main body, liners, structural defects, covers,

filter grids, concrete encased or underground plumbing and equipment; wood

encased or otherwise inaccessible parts; any unit with an independent boiler

system; habitat spa or similar type units.

Cleaning equipment is specifically excluded from the contract. The denial stands.

Consumer

Response:

Review: HSA has failed to repair/replace CENTRAL A/C unit which they installed new less than 14 months ago

We have paid premiums to HSA for at least the last 4 years. Last year on may our AC unit failed n they replaced with a new Lennox Central AC unit. This new unit has been nothing but problems since it was installed its broken down 7 times, they have dispatched over 5 different companies and all have concluded it that its leaking freon, however no one has been able to locate leak the freon misteriously evaporates with out leaving leaking traces. the last company that came told us that its ireparable and that they consider it a "LEMON" HSA refuses to replace the unit that is still under manufacturer warranty I called lennox the manufacturer and indeed that unit is under watrranty but since we did not purchase it directly from them we were informed HSA has to request the replacement and claim the warranty. Im very frustrated, at times the internal temperature of our home reaches 92 degrees farenheit, we have restless nights and its affecting my health and mood and work performance, please help us!!Desired Settlement: We wont settle for anything less than a replacement. the unit has been serviced over 13 times in the last 14 months, averages 1 time per month. We believe its only fair to get it replaced we are paying premiums and also the deductibles(at least 7 out of the 13 service calls each time $55 deductible in addition to yearly premium) every time a company is dispatched to our house to inspect unit. We need it replaced please...

Business

Response:

HSA apologizes for the many inconveniences this unit has caused the customer. Whenever a unit is replaced, it should work to its expected capacity. On 7/15 a service technician went to the customers home and found the unit 3 pounds low on freon. The preformed a couple of quick leak tests but did not locate a leak. The customer called back a second time and another service technician went to the customers home to inspect the unit. They also preformed numerous leak tests (soap, water and dye tests) and found no leak occurring. The unit was not low on freon at that time. Both technicians were unable to find a failure occurring with the unit. Yes, the unit was three pounds low, but it is possible the King valve was not on tightly and when the technician recharged the unit he was able to secure the valve appropriately. However, at this time the unit is holding it's charge and no failure is occurring. If the customer is still experiencing the unit not cooling properly they should call HSA so we are aware. Again, HSA apologizes for the many inconveniences this has caused.

Review: This company is just out to get money. We called them because our microwave wasn't working. A tech came out to our house, opened it and never even turned it on. We got a letter from this company that it isn't covered for Failure To Non-Covered Component. What is this?? The letter also states they do not cover things with a pre-existing condition! We bought a USED house with USED appliances! Everything used probably has a pre-existing condition. How was this tech able to know what was wrong with our microwave if he didn't even turn it on? The deductible is $75, what a waste of money.Desired Settlement: We want the microwave repaired or replaced without having to pay ANOTHER deductible.

Business

Response:

Review: HSA contracted [redacted] to install a new hot water heater. The next day, the stainless steel flex pipe with a quick-connect fitting/compression fitting blew/became disconnected on the hot water side of the hot water heater. This resulted in a 15-20 gallon water leak on the finished and unfinished portions of our basement. [redacted] asked us to contact HSA again rather than coming out to fix their work. A plumber was dispatched, who replaced the flex pipe with copper.

On Nov. 1st, the stainless steel flex pipe with a quick-connect fitting/compression fitting became disconnected on the cold water side of the hot water heater and resulted in a second 10-15 gallon flood in our basement. Again, a plumber was dispatched to replace the flex pipe with copper. HSA promised to work through this and make things right. They asked us to get estimates to fix our basement. We proceeded to do so and once the estimates came in, they have bickered with us about "negligence" on the part of their vendor, dollar amounts, and asking us to submit it to our Homeowner's Insurance. Our family suffers from asthma/allergies. The laminate hardwood flooring underlyament is beginning to mold from the two floods. The floor has begun to pull apart and bubble due to the moisture. We are awaiting contact from [redacted] Stites, HSA Vice President. So far, we've heard nothing. Our basement still needs to be fixed and our family's health is at risk.

We later found out that [redacted] never pulled a permit to even begin work on our hot water heater, thereby ensuring their work wouldn't be inspected.Desired Settlement: Our desired outcome is to complete the job and replace what was damaged. HSA assures us that they have dropped [redacted] as a vendor. However, this does not right the damages incurred by their choice of a vendor. HSA promised to make it right. We would like them to submit the claim on their insurance or go after [redacted] liability insurance. In the meantime, while they work this out between [redacted] and themselves, please leave us out of the mess and simply fix our basement. The estimate we received if for approximately $4,887.00. This includes removing damaged drywall and fixing other things damaged in both floods. HSA needs to remain true to their word and take responsibility for their vendor choice and hold that vendor accountable for their use of insufficient pipes.

Business

Response:

This

is regarding the customers’ dissatisfaction with the service provided by Home Security

of America, Inc. (HSA) and [redacted] regarding their water heater

replacement.

HSA

did contract [redacted] to perform a water heater replacement. Shortly after

the installation, the customer contacted HSA regarding the leak that was

occurring at the hot water side quick connector. [redacted])

responded and HSA covered for them to replace the hot side quick connector. About

a week later the cold water side quick connector failed and HSA sent [redacted] out

the same day to correct the problem. HSA inquired with [redacted] about the cause of

these failures and if there was any concern of improper workmanship done by

[redacted] during the install. [redacted] did not see anything to indicate improper

workmanship. [redacted] stated that when they were out replacing the hot water side

connector they checked the cold water side connector as well, before it failed,

and everything was installed properly. The connections were tight and the

material used was a standard stainless steel flex connector.

Paragraph 8 and 9 of Section F under the customers’

policy states, Coverage does not apply in

these instances: Secondary damage,

consequential damage or any damage caused by or resulting from the failure or

malfunction of covered or non-covered component parts. Any damage resulting

from the actual repair or replacement itself. Any damage alleged to be caused

directly or indirectly by the services or the timeliness of the service

provided by us. Faulty workmanship by any person including a contractor or

trade-person selected and hired.

In

regards to HSA’s involvement in the assistance with the secondary damage repairs,

HSA did a number of things to help provide value to the customers’ situation. Even

though HSA’s review showed that the failures were not a result of work

performed by [redacted], and the parts they used was to industry standards, HSA

still provided the customer with Cs Rapids’ liability insurance information.

HSA also provided the customer, upon their request, the manufacturer of the

quick connector parts (Watts). HSA also requested that the customer get an

estimate to see exactly how much secondary damage was created from the leaks. The

purpose of this was so that HSA could review and determine if they would be

willing to go above the contract coverage and offer any assistance to the

customer. This was not an admission of liability. If, for example, the

secondary damage was $300; then HSA may have just offered a service gesture of

$300 to help the customer. Once HSA

learned that the estimate for repairs would be $4,887.00 we understood that

would probably mean the customer would have to file under their homeowners’

insurance. HSA and [redacted] both have offered a combined service gesture of

$1,000 to help contribute to the customers’ homeowners’ insurance deductible. Also

[redacted]’ is still an affiliated HSA vendor, but HSA has documented the

customers’ account so they do not have to use them in the future. HSA

understands that the customer may be upset with the secondary damage and the

cost for those repairs, but HSA has covered the amount for which HSA is

responsible for under the terms and conditions of the contract and then some.

If you have any questions regarding any of the

information provided, please feel free to contact us.

Consumer

Response:

We are still in contact with the liability insurance carrier and have been working at reaching a resolution for over two weeks. This is partially why we cannot resolution to the original complaint.

There are contract issues that cannot be disclosed right now that were indeed violated.

One area that has not been properly addressed is the reputability of the vendors chosen by HSA and the fact that our family has been given two different stories--one being that [redacted] is no longer a vendor for HSA. Another is that they are a vendor but won't ever be dispatched to our house. We would appreciate clarity on this matter and why you would choose to continue the vendor relationship with [redacted] given their negligence in following building codes, pulling permits, and their overall Revdex.com rating and online customer reviews.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

HSA has a department that is responsible for managing our relationships with our service providers. They do background checks, make sure they are licensed and track issues. The specific vendor department are the associates that would have the authority to discontinue our relationship with one of our service providers. A supervisor has spoken with them and confirmed that [redacted] is still an associated vendor of HSA. The supervisor did speak with the customer since this last post and asked if they could recall who specifically had advised [redacted] was no longer an HSA affiliated vendor, so she could investigate. This was not fully recalled. It is possible the contents of a conversation were misinterpreted as well. It is possible that it was not advised that [redacted] is no longer a vendor of HSA altogether, but a vendor that we will not be referred in further to this specific customer. The customer at this time is claiming liability of [redacted] work as to the water damage. This is outside the scope of the HSA warranty, as previously stated. If the liability insurance representatives conduct their investigation and decides what there is liability on [redacted], then they will deem what is covered under their policy and assist the customer with their loss. This type of loss is a liability insurance claim not a home warranty claim. Moving forward this needs to be addressed with the appropriate party and not HSA.

Review: On January 11, 2015, I called HSA about my water heater trickling water from the bottom of it. I explain to the Service Rep. that it had run into my house under the baseboards from the garage and needed someone to my home asap. HSA told me they could not get anyone out due to the time of the day. It was about 2:30pm. I was given a Contractors name that would contact me about the water heater. By Monday morning around 10am, no one had called so I called the contractors HSA dispatched out, and was told they could not get to me until Tuesday evening. I called HSA back and was on the phone holding over 30 min before anyone came to the phone, after which I explained to the rep that I was told by HSA that someone would come out on Monday. I had paid for the Home Warranty Protection but when there's an issue, help isn't there like they claim it is. The rep dispatched another contractor out. The contractor came out around 2:30, and called HSA to get authorization to do the work. He stayed on hold for over 30 min, he said he had to leave and go to his next job. I called HSA, and after being on hold for 45 min, and being transferred twice, a rep comes on the phone and tell me that I had to pay $1103 out of pocket to get my water heater fix. [redacted] told me my plan only covers the water heater tank and labor. I asked [redacted] why wasn't I told this in the beginning before someone was dispatched out to my house. That's not the way you handle business. It sounds like HSA wants me to pay for my own water heater, and installation. I checked the contract and it states that the tank, heat elements, thermostat, valves, flue piping, sediment build up, electrical or gas connections, water heater / heating combination units and oil systems are covered up to $1500.00 aggregate. But I'm told only the tank and labor are covered, clearly someone is trying to rip me off and get me to pay for the work. Why have this insurance if they are going to try to deceive the customer. A tank from [redacted] is only $337, and [redacted] installation is $350-$400. But HSA says you save money with them and their repair for a water heater is between $85-$210, and replacement $420-$805. How am I saving money with HSA when they are trying to charge me $1103 for installation of a water heater. I called back later that Monday evening which I stayed on the phone for 40 min before a guy name [redacted] came to the line. I asked why I was being charged so much, when I had the warranty. [redacted] said the contractors HSA dispatched out was charging me that price and they had to do modifications to the tank and HSA doesn't cover modifications. [redacted] informed me I could take a cash out and have someone else put it in and all HSA would pay was $365 after my $75 deductible. I went to [redacted] and on [redacted] contract it states they do not make any structural modifications. It sounds like HSA goes with vendors that makes modifications so they can get out of paying the claim. My contract simply states they will pay up to $1500.00. HSA did not try to help the situation or try to alleviate the stress of the situation, but only made it worse because I had to find someone to install my water heater myself. [redacted] came out and installed my water heater and actually didn't have to make modifications at all as they stated in their contract. In HSA contract under F- Limitations of Liability #4- It states coverage does not apply in these instances " Modification charges or costs for metal fabrication, plenum work, or electrical changes to satisfy the installation requirements of a new replacement unit. [redacted] contract states they don't do modifications, and I had no electrical work done. So what is the real reason HSA will not honor their contract now? To go 2 days without hot water in 20 degree whether when you have 3 children is no fun at all.Desired Settlement: I would like for HSA to honor their contract. No modifications were made to my installation. They didn't help me to the best of their ability which caused me to go out and purchase, and find someone to install my water heater. The contract states HSA will pay up to $1500.00, but I was informed HSA would not pay anymore because of modifications that would have to be made to the tank by the contractor HSA sent out. How do HSA calculate the cost of paying for the claim? How did HSA come up with the figure amount of $440. What is the determining factor in the amount of a claim for installation of water heaters when adhering to their contract? I paid [redacted] $869 for installation of my water heater, why would HSA not pay the full amount when the contract states they pay up to $1500.00. I spoke to Service Reps *, [redacted], and two others that was speaking so low I couldn't understand them hardly.

Business

Response:

The HSA contract covers the tank and standard labor, the modifications and upgrades are not covered under the base coverage. As far as the homeowner being made aware of covering the tank and labor, each homeowner is mailed the contract for their review and it clearly states this. The type of water heater the homeowner has does not apply to the $1500 aggregate as it is a natural gas water heater. Water heater/heating combination units (boiler) and oil systems are covered up to the $1500 aggregate. The $365 is what HSA is covering after the deductible as this is amount the HSA affiliated vendor charges for both the tank and standard labor. HSA has set pricing with their affiliated vendors.

Business

Response:

HSA has no control on what vendors charge for retail rates on items not covered under the warranty. The homeowner always has the right for a second opinion for quotes. The HSA licensed affiliated vendor advised HSA that certain modifications and code upgrades were required and that a permit needed to be pulled and if the tank fails in the future for lack of the items not being installed, HSA would not offer coverage for that failure. Again, HSA has approved the amount of $365 for the tank and labor, which is what HSA's affiliated vendor would charge.

Consumer

Response:

I have reviewed the response made by the business and have determined that this does not resolve my complaint.HSA informed me over the phone that because of modifications, they could not pay any more on my claim. To have a vendor lie just to hike prices up, and HSA working with the vendor where it benefits only them, and have the customer pay more out of the pocket is unjustified. The contract states it covers domestic water heaters, and electrical or gas connections. [redacted] sent a reputable contractor out when the vendor HSA sent left and went to another job site, and the inspector from the city has come out and my tank passed inspection. What items HSA are speaking of that was not installed is beyond me!! In my opinion HSA and their vendors work hand in hand with each other but not in the customer’s advantage. There is no way I should have this HSA warranty and still pay out of pocket for a water heater, gas connections, and labor. All of which the HSA contract states is covered. For HSA to grasp at straws and continue to state I needed modifications, and state they have no control over what vendors charge for retail rates when these are the same vendors HSA seek out shows HSA is just shady. I will be reporting this company to the Insurance commissioner as well, and will not be renewing my HSA Home Warranty Contract with a company that does not honor its contract but lie about what work the customers actually needs. I never spoke to the vendor about what work I needed, so I don’t know what HSA is saying to be true or this is what they do to get out of honoring their contract. HSA should pay the full amount of what it cost me to repair the water heater. Customers should be aware of HSA!!

Review: Primary dispute is over a furnace motor replacement. Initially my furnace motor failed on Saturday January 10th. I have a new home and was provided with an HSA home warranty as part of the purchase. I contacted HSA and they approved emergency service and sent out a contractor to whom I paid my $75 dollar deductible. This contractor informed me that he was not a Carrier dealer and he would have to wait 2 days to secure a part. I contacted HSA and advised them I needed emergency service now -- I had three young children and one pipe in the home had already burst due to the cold. HSA proceeded to tell me that they would only pay for the parts and not the service. I did what I had too and contacted a separate repair contractor to fix my furnace. The total repair cost ... $509 dollars for the part and service and and $158 dollars for the emergency service. I submitted this bill to HSA on Jan. 12th and recieved a phone call from HSA finally on 1/26 that they were willing to pay 300 some odd dollars less another $75 dollar deductible.

How is that a fufillment of a contract.. it would seem to me that they should pay the $509 for the part and labor as the first technician could not perform the emergency service which they approved. I certainly should not be subject to a secondary deductible for them having a contractor that they could not deal with. I questioned them on this and they went back to the original vendor in an attempt to further chip away at my claim. They are offering a mear $343.26 on the theory that they could have had a vendor perform the job cheaper ( but this would be a non emergency service and be in conflict with what I was told).Desired Settlement: Since I already paid my deductible to their contractor who could not complete the work needed I would like my total bill of $659 reimburse to me.

Attatched --

Details

Item Description Unit Price Quantity Price

L100(T)

Charged To: R Open up shop $ 158.00

Service Fee 1 $ 158.00

RR1421(T)

Charged To: R Replace Inducer Motor $ 501.00

Service Fee 1 $ 501.00

SubTotal: $ 659.00

Tax: $ 0.00

Discount: $ 0.00

Total: $ 659.00

Payment Amount: $ 659.00

Payment Method: Visa

Name on Card: [redacted]

Authorization Number: [redacted]

Business

Response:

After further review, HSA is willing to work with the customer and reimburse $501.76, due the OEM part that was needed and it only being available from a local Carrier distributorship (which are normally open during business hours). As the homeowner's technician was able to open the shop after hours to gain access to the OEM part, HSA is willing to cover that fee as part of the $501.76.