Home Security of America, Inc.

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: 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: 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: We have HSA as a home warranty company. We called Thursday Aug 20, 2015 when we noticed the AC unit pan in the attic had filled with water and over flowed through the upstairs and onto the floor. We were not sure of the issue or why is had over flowed. When we called we were told it wasn't considered an emergency and that they did not have a ac company in their database and they would need to call us back and it could take up to 24 hours to get even the name of a company that services AC units. If you run a home warranty company, then there should be several company's to choose from immediately. Customers usually do not need to call their home warranty company unless there was an issue and I should have to wait 24 hours to even get a name of a company. I complained and they would not let me speak to a supervisor and I never received a call for the AC company until 8/25/15 - 5 days after my initial call.Desired Settlement: I pay montly and want to be refunded for the past months I paid since I was not able to use my warranty as I pay for it

Business

Response:

The homeowner cancelled the contract on 8/28/15. HSA has emailed the homeowner a cancellation letter to sign and return for the refund to be processed.

My experience with HSA was a 1st. I was coached by my sister who has been a homeowner for years. My garage door, garbage disposal and HVAC was all out. HSA filed the claim and all was replaced. $5000 repairs to my home, and $150 out of pocket for deductible. I just wished that the representatives on the other line would truly follow up with all updates, especially when the customer is recording all names and updates. But other than that, I kept a positive outlook, and it all worked out. Thank you HSA for taking care of my matter in a timely matter.

I have had 2 terrible experiences with this company. The first, a repair of an oven took 3 weeks and 2 different companies to resolve the issue. The agents at HSA were unresponsive, rude and unprofessional. The 2nd, was an AC issue. Again, the agents were unresponsive and didn't seem to care that it was 115 degrees and we were without air conditioning. They sent a company, 3 days after the claim was filed, that did not have a contractor's license and the workers didn't know what they were doing. We had to hire a contractor to do the job and pay for it.

We purchased a new home that was warranted by HSA. After being in the home for a month the water heater tank ruptured causing water to leak into the garage. We filed a claim with HSA to have it repaired. After three weeks I tried to call and check the status of the claim and cannot reach a customer service representative. Each time I call their service number the call wait times are over 20 minutes. I don't appreciate being left in the dark.

I've had this home warranty plan since 2011. My Maytag washer went out in Nov. 2015, I paid $75 copayment for repairman to come, waited for parts until Feb. 2016, was then advised it would cheaper to replace than repair. I was offered a GE to replace. I explained I didn't purchase nor want a mixes matched set. Was then offered $655.25 to replace. Advised representative the cost of a new Maytag was, on sale, purchased for $737.00. They refused to pay the difference saying, "This would be my pay out, don't have to match color or brand. Will offer cost of GE only or take GE." Ben, service rep., told me he could increase amount to pay out but didn't see a reason. I've left two messages for authorization manager, Nathaniel, to call me and Ben says he sent a message for a call back also. Advised me I will be told the same thing. Asked how to cancel policy, I was advised I'm in a customer no cancel state.
If given a choice of doing business with HSA Home Warentty, DON'T DO IT. They're not a wise choice.

Review: Our air conditioning broke May 13th. We were told we just needed freon in our 26 year old air conditioner. It work periodically and we would turn it off for 12 hours and then back on for it to work sort of. On May 26th we came home from a Memorial Day picnic and it was again 80 in our house. There was a problem with scheduling and it took someone 8 days to come and check it out again. We were told the a/c company had to write there recommendation and HSA had to make a decision. After another 5 days we never heard anything so we called and were told they were pricing out units. She told us it usually means they are replacing it but we couldn't get a sure answer. This is now 2 weeks without air and at the time I was 4 months pregnant and we have a toddler at home. They finally decide to approve a replacement. But again it took another week and a half for them to price out a unit. The a/c company came on June 18th to replace the unit and come to find out the evaporator that goes in the attic does not fit. So we now have to wait AGAIN to find another unit. On Monday June 23rd, I left 4 messages and wrote an e-mail to find out what was going on and when. My husband talked to the parts guy after being on hold for 47 minutes. My father talked to a supervisor and all we got out of the conversation was "if it could go wrong, it did with our case" & we would be expedited. It's now 4 days later and still haven't heard a thing. We are over a month without air and wasting a ton of money eating out for lunch and dinner because it is too hot in our house to cook. I am 5 months pregnant and I get light headed in my own house because I can't sleep and it is too hot in our house. Several days it has been 89 in our house and I put my son down for a nap damp from playing in the sprinkler and he still wakes up sweating. It is June in Pittsburgh and that means heat and humidity. I set up quarterly payments and I owe July 15th. Why should I pay money if you haven't lived up to your expectations.Desired Settlement: "We understand you want your repairs done in a timely manner"...that is a quote straight out of your brochure. I don't feel a month and 4 days are a timely manner. We have been extremely patient and I want my air conditioner fixed NOW!!! We are having a house warming party at our house July 6th and there is a good chance I won't have air for my guests. How embarrassing. There are 60 people that are supposed to come to my house and I need this fixed.

Business

Response:

SA apologizes for the delay with this claim. HSA order the condensing unit and the lineset on 6/10. The service provider is supplying the air handler, evaporator coil and heat strips. HSA has placed a call to the service provider to see when the installation of the unit will be performed and they stated it would take place on 7/2/14.

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. Yes the issue was resolved but it took a long time for it to be repaired. I was told by a supervisor if something could have went wrong with our file it did. I understand that things happen but they were in NO hurry to rush our case.

Regards,

Review: I need my forced air furnace replaced and per my HSA warranty I am covered up to 1500.00. HSA sent out a technician and the quoted to job at 1791.00, HSA is willing to cover 706.00 of the repair bill. The balance of the bill is due to duct work, flute, gas line, and coil drain line adjustments. HSA feels this is a modification and not a requirement, the new unit is smaller and without these adjustments it will not work. I purchased and agreed to the terms of the contract and it reads 1500.00 of coverage for a furnace replacement. The technician didn't say the previously list items were at fault so HSA will not cover them.Desired Settlement: I want HSA to honor there warranty for 1500.00 of coverage for the furnace as the contract reads, I am not a lawyer but I am using common sense for the adjustments that need to be made to accommodate the new furnace. The balance of 794.00 is what I am being shorted and HSA is already not paying more then half the repair bill.

Business

Response:

The amount that HSA is approving is for the furnace itself and standard labor. The HSA contract does not cover modifications or disposal fee per the Limitations of Liability : 5.Modification charges or costs for metal fabrication, plenum work, or electrical changes necessary to satisfy the installation requirements of a new replacement unit, and 14. You may be charged an additional fee by the service contractor to dispose of an old appliance, system or component. HSA is not responsible for these charges. The homeowner has taken the cash out option to have the repairs done by his own service provider.

Business

Response:

As stated previously, modifications, disposal fees and permit fees are not covered under the homeowner's contract. If the 7 star upgrade had been purchased, it would have assisted with some of these costs. On page 7, number 20. Seven Star Upgrade: ....Modification charges: if HSA has authorized the replacement of a water heater, central heat or central air system and metal fabrication, plenum work or installation of a new pad for a condensing unit are necessary to complete the covered replacement, HSA will pay $300 aggregate toward modification charges. Permits: HSA will pay the cost for obtaining permits for HSA-approved repairs and replacements up to $250 per occurrence. Removal and disposal of replaced equipment: when HSA replaces a covered system we will also pay the cost to dispose of the defective equipment. Mismatched heating and cooling systems: HSA will cover a defect or mechanical failure of a system that was not properly matched in size or efficiency, if the defect or mechanical failure would have otherwise been covered. If the mismatched system is a code violation, coverage will be limited to $250 aggregate. Improper installation,modifications and/or repair: HSA will cover a defect or mechanical failure of a system that was not properly installed, modified and/or repaired, if the defect or mechanical failure would have otherwise been covered. If the improper installation, modification or repair is a code violation, coverage will be limited to $250 aggregate. The 7 star upgrade was not purchased, therefore, the modifications, disposal fees and permit fees are not covered.

Consumer

Response:

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

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

Review: False advertisement on HSA saying emergency service is available 24 hrs a day. They need to reevaluate their vendors to make sure that those vendors are companies that can accommodate emergency situations. I felt that both my situations were emergencies and I shouldn’t had to wait until the next day or so.On Tue, 10 Feb at 11:40 am , [redacted] <[redacted]> wrote:Good morning – I’m writing to put in 2 separate complaints. First one was Saturday, February 7, 2015 around 9:00ish (pm) for a plumber. At the time I called in to report my claim for my gas water heater wasn’t working, it wasn’t considered an emergency at that time and was told someone will contact me on Monday morning. On Sunday, February 8, 2015 I smelled gas so I called BGE they came out and detected there was a leak on the main house line. At that time the gas had to be cut off to the house which left me without hot water and heat. I called HSA back and told them the situation and they told me that now it’s considered an emergency. So, they put me on hold and said that [redacted] would be contacting me. I never heard from them so I called the plumbing company and left a message. [redacted] from that company called me back around 1:30pm Sunday, and she told me that when my claim was first sent over to her it wasn’t considered an emergency and her man has left for the day. So I called HSA back to let them know about [redacted]. I was placed on hold then was told that [redacted] would be calling me to come out to my home that day which was Sunday. I heard from that company around 4:00ish pm and was told that they had a lot of emergencies and that im on their list. I waited over 4 hrs and never seen or heard back from a technician. I called HSA back to let them know and was told that if they said they were coming they will be there. I kept calling the emergency number for that company and nobody answered. I called HSA back at 10:00pm and was told that they would give me authorization to find someone on my own. Unfortunately, at that time it was late, I was exhausted, fed up and had no hot water or heat. HSA then left message with [redacted] to reach out to me on Monday morning. I called HSA back Monday morning and spoke to a supervisor name Angie explaining to her the situation and was told that [redacted] will be contacting me. Angie did accommodate me and she split the deductible in half. I called [redacted] and was told that a technician would be at my house between noon & 4:00pm. At that time I asked the lady was that company considered an emergency vendor and she told me no and that they never told HSA they were and that once they receive a claim they have 24 hrs to respond. I felt like I was getting the run around being that HSA reached out to 3 different plumbing companies and none were able to accommodate my emergency need. I had no hot water, no heat and I have kids. [redacted] arrived at my house around 4:15pm yesterday, Monday, February 9, 2015 and fixed the hot water heater. After the plumber did what he had to do I cut on the gas furnace being that the gas line to the house was cut back on. It started up but never produced heat. It was blowing cold air. I called HSA around 5:50pm to report this claim that my furnace wasn’t working properly and was told its considered an emergency being that it was below freezing and I have children in the home. I was told that [redacted] should be calling me to give them at least 30 mins. Well, I never heard from them so I reached back out to HSA around 7:30pm to see if they can get another heating company and was told the [redacted] will be contacting me to give them at least 30 mins to an hr. Well, never heard from that company so I called HSA back at 9:15pm and was hold for over 45 mins before someone answered my call. So, now its 10:00pm and was told I have authorization to go outside of HSA vendors. Again, its late, im exhausted and fed up and in the cold with kids. I did reach out to BGE home to see if they could accommodate my needs but unfortunately I wasn’t a customer of theirs and they wasn’t able to assist me. So, woke up this morning, Tuesday, February 10, 2015 to a cold house of 55 degrees with children and ice outside; very unacceptable and not good!! I called HSA this morning at 7:53am to see which vendor was going to come to my house. At that time it was [redacted] who gave me a time frame between noon & 4:00pm. Then I get a call from [redacted] who said they could come out in 30 mins since they had a cancellation and I told them yes that’s fine. I called HSA back and requested to speak to a supervisor. I spoke to a supervisor name [redacted] and told her the situation and that I just experienced the same situation with a plumber. I asked if she could accommodate me and at least split the deductible which she said at the time that they did what they were supposed to do and that she couldn’t do that. I truly believe that these vendors need to be reevaluated because with my experience the vendors aren’t really emergency vendors. False advertisement on HSA saying emergency service is available 24 hrs a day. I did pay my full deductible of 100.00 to [redacted] which I truly believe I should not of had to. Im not sure what else needs to be done but I do feel that HSA let me down and didn’t considered my situations as emergencies. I can be reached on my cell number ###-###-#### for further discussion. Thanks for your time. Desired Settlement: I’m seeking to at least get half of what I paid out $150.00 and that HSA carefully reevaluate their vendors to avoid any more complaints that may come forth from their customers.

Business

Response:

HSA apologizes for the inconvenience to the homeowner on these claims and will refund $50 of the $100 deductible that was paid to the furnace technician. The is in addition to the $50 that was paid to the plumber.

Consumer

Response:

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

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

Review: I submitted a claim that was approved by HSA March/2015. I submitted the receipt via emai (as instructed) 3/30/15. When no reimbursement I contacted HSA on 4/13/15 and was told they never received my email. I email the receipt again on that day. Still no reimbursement. Contacted HSA on 5/11/15 and on hold for over 50 minutes. While on hold I called HSA on my cell phone and instead of selection the claim option I selected the option to renew my warranty service and someone picked up immediately. I let her listen to the hold music/message while I asked about the reimbursement. She stated sent 5/4/15 and I should have received and told me to call back in the a.m. Do not want to be on hold for an hour so contacted HSA via social media and was told twice that the supervision team would contact me to address concerns, still no contact 2 days later. No reimbursement in today's mail.Desired Settlement: I WANT MY CHECK, no more excuses, no more delays.

Business

Response:

The reimbursement check was mailed out to the property address on 5/4/15. HSA is sending over to accounting to verify if the check has been cashed and if not, we reissue the check.

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. But what would have been nice is for HSA to treat their customer like they are valued. When I was told twice someone would contact me, contacting them numerous times to try to resolve this issue, being on hold for more than 50 minutes and why it takes a week and a half to mail a check. The issue may have been resolved, I received the check but I will not continue to support this company with my business.

Review: I FILED A CLAIM ON JUNE 11, 2015 FOR A HOT WATER TANK FAILURE. A PLUMBER CAME TO THE HOUSE ON JUNE 13, 2015 FOR THE SERVICE CALL AND CONFIRMED FAILURE AND NEW REPLACEMENT NEEDED. THE AUTHORIZATION FOR REPAIRS WAS COMPLETED JUNE 13 AND PARTS WERE ORDERED. IT IS NOW JUNE 16, STILL NO HOT WATER TANK. WE HAVE A SMALL CHILD IN THE HOUSE AND TOLD HSA IT WAS AN EMERGENCY REPAIR (TO BE DONE WITHIN 24 HOURS). IT IS NOW 6 DAYS FROM TIME OF CLAIM FILED TO HEARING NOTHING MORE FROM THE HSA COMPANY. WAIT TIME ON THE PHONE IS AN HOUR! I HAVE CALLED SEVERAL TIMES AND THEY JUST GIVE ME THE RUN AROUND. THEY WILL NOT GIVE ME AN ANSWER AS WHERE THE PARTS ARE AT, NOR DO THEY KNOW. THIS IS ABSOLUTELY A HORRIBLE COMPANY, TERRIBLE CUSTOMER SERVICE, AND NO VALID WAY TO REACH ANYONE!!!!Desired Settlement: I WANT THE JOB DONE ASAP AND WAIVE THE DEDUCTIBLE OF $100!!!

Business

Response:

HSA apologizes for inconvenience the homeowner experienced. HSA confirmed with the vendor that the water heater has been installed on 6/16/15.

Consumer

Response:

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

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

Review: I contacted HSA on 6/10/15 to start a claim regarding some issues I was having with my kitchen plumbing and garbage disposal. This is the first time I had used the claim service for HSA, so I was pleasantly surprised at first how easy it was to start the claim and get a resolution started. I was told the plumber service assigned to me would contact me in the morning to schedule an appointment for them to diagnose the issue. The next day I did not hear from the plumbing company, so I called HSA and they told me to give them a call. I called the plumbing company and made an appointment for the next day. They came out on Friday 6/12/15 and diagnosed a clog due to grease build up as well as a poorly functioning garbage disposal. While at my home, the plumber tried contacting HSA to report the diagnosis and get the OK to start the repair work. He was on hold for over 45 minutes and ultimately had to hang up because of another job. He said he had been experiencing the same long hold times with HSA before and apologized, offering to do the repair work if I paid full retail with the hopes of being reimbursed by HSA at a later date. I did not feel comfortable with this option, so I paid the $75 deductible and he left for his next job. That night I called HSA several times and was on hold for 20, 30 minutes each time before giving up and ending the call. Finally I resolved to stay on the line until I got a human on the line and it took over an hour before I was finally able to speak to someone. They informed me that they did not have the diagnosis from the plumber, which I totally understand since the hold times are so extreme. I relayed to them what the plumber told me and they said they would contact the plumber the next day. Meanwhile, I was still left with a severely clogged kitchen sink and a barely functioning garbage disposal. My boyfriend and I figured out how to unclog the sink. On Monday, 6/15/15 the plumber called me, saying that he had not forgotten me but he still had not been able to reach HSA. Evidently HSA never called them Saturday 6/13/15 like they said they would. I told him we fixed the clog and that I was going to cancel the claim with HSA. I have been calling HSA multiple times today (Monday 6/15/15) and each time it's been over 30 minutes with still no contact with a human being. As I type this, I am on hold still. This is my 3rd call today, and it's barely past lunch.Desired Settlement: I want a refund of the $75 deductible I paid and I want to talk to an actual human being. My boyfriend and I fixed the clog on our own, no thanks to your lack of service. At this point, I am also seriously considering canceling my Warranty all together since the $450 I paid is not producing any results whatsoever. What is the point of having a Warranty if you can't get any service? HSA seems like a scam that bilks you out of a good chunk of money every year in order to give you the illusion of having coverage for your home, but when an actual issue arises, they are not available to provide the service you have paid for.

Business

Response:

HSA is having an authorization associate call the vendor for the diagnosis and will contact the homeowner with status.

Business

Response:

HSA apologizes for the miscommunication between them and the vendor about the garbage disposal. As a service gesture, HSA will refund the homeowner the $75 deductible. The check will be mailed out tomorrow.

Consumer

Response:

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

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

Review: In July, 2015, Ii had a home furnace tune-up by [redacted] and learned that my furnace emitted high Carbon Monoxiide so initiated a home warranty insurance claim to HSA. I received a voice message saying they would replace the furnace due to the apparent cracked heat exchanger and pay the labor and I needed to call back and approve a $75 deductible and $125 for duct modification. I called back and approved the $200 in charges and they ordered replacement furnace. Two weeks ago, [redacted] received the furnace and called me to set up an appointment for installation and said my charges were $1000, but could not tell me why and that I needed to call the insurance company to find out. I have called at least 5 times and the agents I have talked to after being on hold for an hour or so have told me I need to speak to a supervisor and that they were not HVAC specialists,so,were not able to explain the charges. The agents have said someone will call me back and also I have been transferred to the supervisor's line and left my callback number. My complaint is chiefly that no one has explained the additional charges and no one has called back when they said they would. In addition, the lack of communication with [redacted] which is unable to install due to a lack of an authorization number.Desired Settlement: In general, they need to settle on the price with [redacted] and other installers for future claims, answer the phone, and call people back. In regatds to this claim, I would appreciate a call back and authorizing the work with the heating company.

Business

Response:

HSA apologizes for the misquote that HSA gave for the non-covered charges, however HSA received incomplete information from the technic[redacted]. After further review with the owner of the service provider, the non-covered charges to complete the install are a total of $1000 and the homeowner was advised of this. If the homeowner would like to approve that, they would need to call HSA. HSA will refund the $75 deductible as a service gesture and the check will be mailed out on 9/14/15.

Business

Response:

Again HSA apologizes for the inconvenience the homeowner has experienced and has sent it over to another supervisor to call the homeowner at his home number as it is after 3:15 pm/ [redacted] is still out of the office.

Consumer

Response:

On Fri, Oct 2, 2015 at 2:44 AM, [redacted] <[redacted]> wrote:The primary reason for the complaint was they didn't call me back. Finally, HSA did call me back on 9/23/15 and we were able to work things out.

Review: I am a homeowner who has a dual evaporator refrigerator that is not repairable. I have a home warranty with HSA. HSA offered me a single evaporator refrigerator as replacement or monetary amount not to exceed $1,086. The evaporator is the main, primary feature of a refrigerator. Contract states under section D-2 "...replacement shall be with systems comparable in features, capacity, and efficiency; HSA is not responsible for matching dimensions, color, or brand."

I have viewed refrigerators on General Electric's website. I chose this website because GE brand was the replacement they offered and they gave me the web address. I could not find a dual evaporator refrigerator for less than $3,000.

The contract also states under section E-8 "...HSA will pay up to $2,000 aggregate for the life of the contract toward repair/replacement of Professional series or ultra-premium appliances, including, but not limited to..."

Considering GE doesn't sell a dual evaporator refrigerator for less than $3,000; my refrigerator shall fall under the classification of "ultra-premium appliances." The offer of a single evaporator refrigerator or money in lieu of not to exceed $1,086 is a breach of contract.Desired Settlement: I want a dual evaporator refrigerator or money in lieu of the dual evaporator refrigerator not to exceed $2,000. Just as the contract states.

Business

Response:

This was being re reviewed by our purchasing department to re-research like kind and quality of unit and would get back intouch with the customer for his options. Thank you

Consumer

Response:

After a re-review by the purchasing center, HSA offered enough money to replace my dual evaporator refrigerator with a dual evaporator refrigerator. The whole ordeal took more than a month, but the outcome is satisfactory.

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

Regards,

Review: I have been told several times by this company that I did not need septic coverage because I did not use a septic system. My waste is taken care of by city sewage. I have a below ground bathroom, which I disclosed, and was told that would be covered. When I had a problem with it, they denied coverage because they classified it as a septic system.Desired Settlement: I paid $115 dollars for the service call. My deductible is $50. I would like the $65 dollars that I should not have had to pay.

Business

Response:

HSA cannot be aware what the home has unless the homeowner tells us what the home has. The contract clearly states that the ejector lift pump is not covered under the base coverage, and is only covered when the septic option is purchased. The contract is mailed every year to the homeowner for their review, so options can be added, if needed. The denial of the ejector lift pump claim stands.

Consumer

Response:

Review: July 8, 2014

To: The Revdex.com

Re: HSA Home Warranty, [redacted] Ladies and Gentlemen,

On the evening of June 10, 2014, my family and I returned home from a day at a nearby amusement park only to find our air conditioner upstairs to be not working. That night, I filed a claim with HSA Home Warranty. On Thursday, June 12, a repairmen dispatched by HSA was at our home and he diagnosed the problem.

It has now been one month, and we still have no air conditioning upstairs in our home. Despite repeated calls to HSA, they have failed time and again to be responsive to my request for service. At one time they apparently ordered the parts after being provided with the model and serial number. We’ve now learned that those parts would not work on my system. Now they say that they are ordering “OEM” parts and it would take at least two days for the parts to come in. Then, when and if the parts work, I will likely have to wait until the service technician can fit us into his schedule.

We have a four year old daughter at home, and I’m tired of her having to go to sleep at night in a hot bedroom. I paid the premium for a contract, and HSA has delayed time and again in providing the service that they owe under the contract. I have had to initiate every single contact with them, and often, I’ve been placed on hold for 20 minutes or more before they pick up the phone.

Only today have I actually had a return call from an HSA representative who indicated she had been trying to contact my repairperson throughout the day, but she was unsuccessful. So, if she’s able to talk with them tomorrow, I’ve been told it will take up to two days for the parts to arrive (this will be the second set of parts that have been ordered). Then, I’ll likely have to wait for another week or so before the repairman can get out to our house to get the air conditioner repair. At the end of the day, this experience will likely be 6 to 8 weeks getting done. I would respectfully challenge them to go without air conditioning in the State of Georgia during the summer months.

I am respectfully requesting that you investigate this matter on my behalf and provide any assistance you can to assist in getting the claim expedited and resolved. In my view, their continuous delays and their failure to keep me currently advised of developments on my claim constitutes bad faith. Their apparent refusal to promptly provide service that I have paid for may be a breach of the contract.

Please help.

Respectfully Submitted, [redacted]Desired Settlement: I want my air conditioner repaired in an expeditious fashion as I've been waiting for over a month and HSA has repeatedly delayed

Business

Response:

HSA apologizes for the delay with the claim. An authorization associate has been in contact with the homeowner and advised him that the service provider cannot schedule the installation until they receive the equipment. HSA was approved to due a service gesture of $100 of the $255 on non-covered charges for the homeowner. The non-covered charges that the homeowner is responsible for is $155.

Consumer

Response:

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.

1. HSA says that that their representative has been in touch with me; but what they don't say is that I had to initiate the call, and was placed on hold for 40 minutes before I finally was able to talk with someone.

2. What HSA doesn't explain is why the first set of parts that they ordered didn't work when they had the model number, measurements, and serial number of my units. Now, they've ordered more parts and they said they made "double sure" that these parts would work. Why didn't they double check the first set of parts?

3. What HSA doesn't explain is why I have had to go without air for over 4 weeks now and why I have had to initiate every single contact with them.

4. What HSA doesn't explain is that IF these latest parts will fit, by the time I will get my AC fixed, it will likely be over 5 weeks later. Their response to suggest a "courtesy" discount of 100 bucks is laughable. What response would they offer my 4 year-old daughter who can't even sleep in her own bed because it is so hot?

5. I find HSA's response to be wholly inadequate, inaccurate, and completely non-responsive to my concerns.

As soon as this policy period is over, I'll not renew my contract with them. I'll go to another company and I'll share my horrible experience with my realtor who recommended them to me. That's a done deal. The only acceptable response would be to answer my questions I've listed above and to completely waive any additional fees that I would have to pay over the 100 dollar deductible.

Regards,

Business

Response:

HSA apologizes for the inconvenience that the delay on this claim has caused the homeowner and his family. Due to the delay and inconvenience, HSA would like to refund the $100 deductible which would leave the net out-of-pocket expense for the homeowner of $55.00. The refund check will be mailed out tomorrow

Review: Home warranty with HSA was selected by my realtor and went into effect April 1 2014. Shortly after moving into the home, I had a pool company come over and do a pool school. That company found several items wrong with the pump and filter wrote them down for me and I contacted HSA. HSA sent out a man from [redacted]. He showed up several hours late and was unprofessional. When I gave him the list of items that needed to be fixed, he disagreed with me and wanted to fix other items different ways. He made rude comments on my house and refused to listen to what I had to say about the items needing fixed. Needless to say I went with the more professional company I found and had to pay $2700 out of my pocket. In July I called about my AC unit not cooling properly, running constantly, and loud. HSA sent a man from [redacted] to my house. Again this man was unprofessional, sweaty, dirty, and burped loudly in my home. He looked at the AC unit for 5 minutes told me to remove the rocks that were under the unit and to put my flower pot on the unit to stabilize and quiet it down. I asked him to about the condensation around the wiring, he said it was normal and reinforced the wiring. I got another opinion. This company actually took apart and did diagnostics on the unit and went into my attic to as the other part of the unit. This company said the unit was not cooling properly, could break at any time, and when they went into the attic found corrosion on the wiring and mold starting to form. Had I listened to the company HSA sent out I'd be living in a home with mold beginning to grow, putting my health at risk. Fixing my AC unit is costing me $6600. I spent $75 for the pool guy and $75 for the AC guy to come to my house to do a poor assessment.Desired Settlement: HSA has agreed to refund me the remaining money from my warranty minus $50 for early cancellation. After the trouble and poor quality workers they sent out, I feel I should receive a 100% refund in addition to the $150 I wasted in service fees for a total of $645. Cash or check will be fine.

Business

Response:

The filter for the pool was denied due to the failure did not occur within the contract period and the air conditioner claim was approved. HSA cancelled the contract per the terms and conditions of the contract and the refund amount quoted to homeowner stands. The homeowner was emailed the cancellation letter to be signed and returned to HSA.

Consumer

Response:

Review: On Saturday, November 1, 2014, I called HSA to file a claim on my furnace for the second time in two weeks. I am the tenant of the home along with my two year old son. When making my phone call I spoke to a lady in customer service who was very nice and called a local HVAC company out to check if it was a safety issue. The tech came out, deemed the issue unsafe as it was my gas valve that was the issue. Mind you we are talking about a 26 year old furnace that had just had the thermocupple replaced about a week prior. So the furnace was shut off for good. I expressed to the tech that this issue needed to be resolved right away as we live in Northeast Ohio and it gets rather chilly this time of year. I expressed my concerns with having such a young child in the home that has chronic pulmonary issues that this needed to resolved right away. He assured me that he would call HSA on Monday and have it resolved. This is when the run around began. On Monday, November 3rd, I spoke to the local HVAC company around 1:00 PM because I was never contacted like I was told I would be. I than called HSA to tell them what was going on and also expressed what I had previously stated to the tech. I was assured once again this would be taken care of. At 4:00 PM, I called local HVAC company back to find an update, as it's easier to speak with them then waiting on hold for 30 + minutes. They had no update, so I had to call HSA. Once speaking to HSA I was notified that the request went to their "parts department" and that she would send over an e-mail to find out what was going on. She told me to call back in an hour and assured me I would only wait 3 minutes. An hour later, I was on hold for 20 + minutes I finally spoke to a customer service agent, IF thats what you want to call them. The man was rude and told me the "parts department" had not e-mailed any update over and all that he knew was that they were trying to get the gas valve from the Trane company. This is obviously because leaving a woman and her young child in a home that is 52 degrees for 3 days going on 4 is perfectly okay. I asked to speak to a manager, which was a joke. He was less than comforting by telling me the "parts department" was now closed and so was Trane, so yes it would not be fixed today. He also told me he would call me back first thing in the morning, which never happened. My landlord took a phone call later in the week that they were going to have to order the gas valve and it would take 2-3 days to ship the part. Obviously, they "assured" her that this was a priority and they had the part "rushed". It is now Friday, November 7th, and still no part. It was snowing this morning here in Northeast Ohio, the low is in the 20's, but this is okay with HSA. This is how HSA treats their customers who pay them to be able to call 24 hours a day if there is an EMERGENCY and the problem be fixed in a TIMELY manner. This Revdex.com is a DISGRACE! They are more worried about not having to shell out anymore than they have to rather than worrying about the health and wellbeing of a [redacted]. I really hope this is dealt with and another family out there does not have to endure what I did. Thank you for listening.Desired Settlement: I think the appropriate outcome would be for the furnace to be totally replaced free of charge. The furnace is 26 years old, two parts have now been replaced in a less than timely fashion and within a week of eachother. The home owners pay their dues to HSA monthly. I would like to have the piece of mind that another situation like this is not going to happen again because of less than qualified customer service agents. A gift card in the amount of $100 for what I ,as a tenant, had to pay to live in a home WITHOUT a furnace for a week because of this company is also desirable. No one, let alone a single mother should have to worry about these things. HSA is supposed to be there when we need them. NOT give us the run around for over a week and leave us in the COLD.

Business

Response:

HSA apologizes for the delay and any inconvenience to the homeowner. The part is specific to the unit and has to be name brand and ordered through the manufacturer. HSA called the vendor and the part was delivered at 11:04 am on 11/7/14 with the repairs being completed later that afternoon

Consumer

Response: