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: 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: 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:

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.

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.

Ok, I truly never take the time to write a review, but I truly want to do it this time in hopes of help someone out there... My experience with HSA has not being bad at all, not perfect, but better than I expected after reading all the reviews around the internet (and almost having a panic attack because my furnace went out and I have two little ones at home, plus a puppy, and we live in Iowa)
The good:
The first time I called to report the issue I was treated with a lot of kindness, and they send someone over the check the furnace about 4 hours after I placed the call, at the end of that same day, I had a quote and they explained to me that "fixing the issue" was going to cost us out of pocket almost as much as a new furnace, and so they decided to replace the furnace.
The total cost our of pocket for us was $500, the rest (new furnace plus work) covered by HSA (hey! we thought it was going to be thousands of dollars!)...
Th bad:
The company the hired is a very small company out of the Des Moines area, and they picked up the furnace 3 days after It was ordered and couldn't install the day we first programmed due to a family emergency (by this, we have being without a furnace for a week, using space heaters), then, once the furnace was in, they couldn't finish the job due to "running out of metal sheet", and so our furnace blows air into the ducts but since there is no "tunnel" to connect the furnace with the duct my basement is very very warm... Think that by now, we have asked 2 days off from work (first day they cancelled, second day installation) and now we have to wait about a week to get the rest of the "tunnel" build... ahhhh I am trying to be very understanding because life happens, but this is something that usually wouldn't happen with a bigger contractor. (At least they aren't collecting the check until the job is done!)
The Ugly:
WAITING AND WAITING! the customer service is not that bad but geeezzz I wa son hold for about 4 hours total the past week!

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!!

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: 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: The central air conditioning unit in my home wasn't working properly on June 20th. I contacted HSA and was told one of their contractors should contact us within the hour. That did not happen, so I called back and they authorized me to use a contractor of choice. After contacting a contractor that would take our business and having them assess the problem, they refused to reimburse us for the payment or authorize the repair work.

We let their representative convince us to go with a contractor of their choice and be patient. After waiting three weeks, the contractor finally came out with a part to "repair" the unit. Within two hours of his departure, the A/C was no longer operating at all. Their service call resulted in our house going from a borderline-acceptable 82 to an indoor temperature of 91 within 4 hours.

Their only response to their contractor's incompetence is that we have to find somewhere else to live for two weeks while their contractor gets in the right part. The right part should've been acquired in the first place.Desired Settlement: I want this company to pay for the repair of our air conditioning unit to full functioning capability and refund the remainder of our home warranty on a pro-rated basis. They have shown themselves to be incapable of providing the service they advertise and I have no desire to spend dozens of hours on the phone trying to convince their employees to perform according to their contract.

Business

Response:

As of 7/14/15, HSA was requesting a third opinion on this claim. The service provider advised HSA that they would go to the home on the morning of 7/15/15. HSA is awaiting the diagnosis from the technician.

Consumer

Response:

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,

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!!!

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!

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.

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.

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: 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 Wednesday May 20th 2015 I had filed my claim for my A/C unit with HSA. Since then HSA has given me permission to use a contractor of my choosing to diagnose my A/C unit which because of the holiday weekend he did not arrive until Tuesday May 26th and he had diagnosed the problem as the whole unit needing replaced. My contractor immediately reported to HSA. On May 28th HSA's "Second opinion" came to diagnose the problem with my A/C in which they had came up with the same diagnosis. HSA had failed to write second opinion on the contractor's work order so we were instructed to pay our $75 deductible a second time. So at this point I am on the phone with HSA for 20-30 minutes before I get a person. This person transfers me in which I will never speak to a person. The HSA contractor luckily gets in contact with HSA before me and clears this problem up an hour after they were finished. I am now instructed that HSA will have to submit a work order to the US services team in which they will call me when that is received. I have sat on the phone for countless hours trying to get a legitimate answer out of HSA on why my work order has not been submitted. The work order should have been sent out on the thursday in which the second opinion had been received so they could schedule someone to come out on Friday or at the very latest Monday.Unfortunately, the HSA contractors,who came out for the second opinion,could not even get in contact with HSA to submit their work order and to my knowledge it still hasn't been submitted . It has been 85 degrees in this house for 11 days and just because HSA is dragging their feet. I do understand that there was a holiday weekend in there but I do expect solid work after the holiday as should anybody. Since the US services has not called me I should expect to be without air for another week based on prior performance. I should remind you that the contract states and I quote "repair or replacement shall be performed within 48 hours under normal circumstances of an approved claim by a service contractor chosen by HSA" I will probably hit close to 2/3 of a month before this is fixed and that is not acceptable. Also they're a couple of misc charges that HSA wont cover which are standard charges like the disposal of the A/C and one other that I cant remember but they add up to $185 in charges which is also unacceptable ,Desired Settlement: I want the 185 dollars in uncovered charges to be paid for. I want my A/C fixed as soon as possible.

Business

Response:

HSA apologizes for the delay with the claim and will refund the $75 deductible to the homeowner. The check will be mailed out on 6/3/15.

Review: I have a home warranty contract (#30 [redacted]) with HSA. On 5/7/15 I filed a request/claim for service for an issue with our central air. Also at that time I notified the HSA agent that I suffered from a respiratory issue and was assured that they would expedite the repair and that the assigned service, Kemerer;s Heating & Air Conditioning would be in touch with prior to 8:30 AM on 5/9. I was assigned tracking #075-2351348-C01. At 8:40 the morning of 5/9 AM I called Kemerer;s Heating & Air Conditioning and was told that they could not come out until sometime next week. I also called another HSA service provider and was told that they were booked through Thursday 5/14. I then called HSA @9 AM to notify them of what I was told. The agent said that they would have another pro call me shortly. I waited until 12:35 then called HSA to find out when and who would be contacting me. They assured me that someone would be in touch, but could not tell me who. I called back several times only to spend 45 to 90 minutes without getting a representative / agent to speak to. I consider this a breach of the contract for not providing service as per the written agreement.Desired Settlement: send a repair service to complete the need repairs To the HVAC and waive the deductible.

Business

Response:

The homeowner called in on 5/9/15 and was advised that the vendor could come out on 5/11/15 and the homeowner said he would wait until then. HSA confirmed that the vendor went to the home on 5/11/15 and diagnosed the failure and will be contacting HSA with their finding. HSA is refunding the deductible due to the inconvenience this has caused the homeowner.

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: