Home Security of America, Inc.

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: 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.

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: 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.

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: 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:

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 purchased an HSA Home Warrant in June 2015. Two weeks ago we reported that our hot water heater was leaking. They sent out a service technician/plumber that stated we needed a new hot water heater. Two weeks later we still do not have a replacement hot water heater. HSA stated they needed to order the 75 gallon hot water and it was difficult aquire. They said it was ordered last week and should have been delivered and installed a couple days ago. Now nobody can say what is happening and when it will be resolved. I am on hold two plus hours per days to be told they will look into it. Our two young kids and my wife would like to bathe again. This is ridiculous and seems to be their way of avoiding delivering on their warranty which stated 48 hours from claim that service would be completed. 48 hours is far better than 13 days.Desired Settlement: I would want this service completed in a timely manner or to be reimbursed for the cost to have it done myself immediatley. I don't want to be told they will send a check in two-three weeks, thus drawingf out the process of 48 hours to over a month. I would be happy to discuss with their CEO or legal counsel to avoid a costly lawsuit that attaches punitive damages.

Business

Response:

HSA apologizes for the customers claims experience. A supervisor has already reviewed and has taken care of reimbursement back to the customer. Thank you.

Review: I purchased a HSA warranty policy when I bought my home in North Carolina. I have a GE glass top stove. My stove's burners were acting up and I called HSA to have them repair it. The tech came out and saw the problem, He ordered the parts and came back to install them. When I turned on the burners, they were not aligned within the circles of the stove indicating where the burners should be located. They were noticeable beyond the lines. I called HSA and spoke to Andrew. He said if they were the right GE parts, then there is nothing they could do. I told him that the stove top looks bad when the burners are on and the heat from the burners were now even closer to the edge of the stove. This in my opinion would be a greater risk of burning yourself because the heat is beyond the indicated lines. He told me to call GE. I called GE and they said although I had an older stove, the new parts should be within the lines, maybe a smidgen off, but they should not be noticeable. I tried to call Andrew at HSA back but have been on hold for an hour. I am now frustrated and want my stove to be fixed by a COMPETENT technician.

I have another problem with HSA. The electrical light switch and fixture were not working properly in the master bathroom. HSA sent over a technician and he fixed the light switch but the light fixture is still flickering and the light bulb goes on and off. The second tech came out to fix it and said it was the light bulb. It was a brand new light bulb so I know it was a good bulb. He said that they are going to stop making those bulbs because they like to flicker and are unstable. I told him that the other light fixture that has the same bulbs are fine. He insisted that it was still the bulb. I asked him to remove the fixture and see if the wiring was working in the wall. He would not do that because he was sure it was the light bulb. So, after all this, my stove looks terrible because the burners are not aligned correctly with a greater risk of getting burned because the hot burner is closer to the edge. My lights in the master bath are still not working properly, I paid two services charges of 75.00. One to the appliance tech and the other to the electrical tech. I am out $150.00 and my problems still exist. I am completely frustrated and want this to be finished. I don't have the luxury of being on hold for hours waiting for HSA to answer the phone. All of this should have done right the first time. and it is all on my warranty.Desired Settlement: Either HSA completes all the repairs to my satisfaction or I want a full refund for my policy and service charges. I don't want any more incompetent technicians coming out and not completing the job.

Business

Response:

A supervisor will contact the homeowner to have a GE certified service provider out to the home for a second opinion on the range. HSA will pay for the service call on the second opinion.

Consumer

Response:

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: 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: My furnace filled my house with smoke on 12/3/2015. I started a claim on that date to have my furnace looked at. A furnace technician was sent out the next day. He red tagged my furnace and said I need a new one due to fire hazard and a carbon monoxide leak. Since then I have been back and forth with HSA about getting a replacement. Every time I call, I am put on hold for a minimum of 45 minutes before speaking with anyone. However, that is not even the worst part of this situation. Since 12/3/2015, I have been homeless with my dog because it is winter and I live in a cold part of the country. HSA was claiming they would not cover the replacement unit at all at first, and I would need to pay $1800 out of pocket to have it installed. Finally they approved a replacement, and I was able to get the out of pocket costs lowered to $850 (still not ideal). Last Friday (12/11/2015) I finally was able to approve the ordering/purchasing of the furnace from HSA. I was told that day on the phone that the furnace is ordered and the local company will contact me once they receive it to set up installation. I was told it should arrive next week. I have since paid the local company and signed my contract with them. They were not able to provide me any information on when the furnace would arrive and said HSA would have that information. I called HSA today (12/17) after waiting a few days to see if the furnace would arrive. I have currently been on hold for over an hour, after speaking with the first customer service rep who informed me the furnace hasn't even been ordered yet. I was directly LIED to last week about it being ordered. Now they are saying if they order it today or tomorrow, it will take 3-5 business days to arrive. This puts me at Christmas, which means I will still be homeless of the holiday as the local company will not install that day for obvious reasons. Per my contract with HSA, it states that once I accept, replacement will be done within 48 hours. It has been WELL over 48 hours, I'm looking at a minimum of 3 weeks (or more) from the date of the claim being started until I can move back home. That is unacceptable. It is unthinkable that a company can function this way and leave someone homeless in the winter with no heat, especially over the holidays.Desired Settlement: I would like HSA to pay my installation charges of $850 and to refund my deductible of $75 for all my troubles and the fact that they broke their contract and lied to me. I would also like the furnace to be shipped immediately, expedited if possible, to the shop so installation can be set up immediately.

Business

Response:

HSA apologizes for the customers experience and the long hold times in our peak time. HSA has already refunded the customers $75.00 deductible as well as the cost of space heaters that they had purchased for a service gesture. This was paid out on 12/17/15 for $175.00, check #[redacted].

The customers previous furnace was approximately 40 years of age and HSA and the service provider was diligently trying to locate the appropriate sized equipment to best fit the customers needs of their current home.

HSA does apologize once again for the customers experience. Per the terms and conditions of the contract HSA is not responsible for parts and equipment delays or the items associated with the install of equipment such as installation modifications, permits as these are not coverable per the contract. The equipment was ordered and shipped to the local service providers shop as the proper size needed was not available locally. Thank you

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: HSA is an absolutely horrible business to work with, terrible customer service and poor service. We have dealt with multiple issues, with each one things have become worse. I would like to speak with administrative personnel about our multiple issues.Desired Settlement: I would like to speak with administrative personnel to discuss the multiple issues.

Business

Response:

A supervisor left a message for the homeowner on 6/30/15 to discuss issues. HSA will have another supervisor try to reach the homeowner again.

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.

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.

Review: I bought a home in November 2014 with a full warranty with HSA home services. The warranty was purchased by the seller. The warranty is to cover all major appliances including heating and air conditioning. A new air conditioner compressor was purchased prior to the purchase of the home. MVP heating and cooling a company independent of HSA warranty checked the AC unit this spring and discovered a leak in the coil in the house. I called HSA on May 21, 2015. They sent Steinmetz services to check the AC and I was told they did not work on the Gibson model that I had. They then sent USA services. Both services sent by the warranty service blamed the installer for the coil leak even though he did not work on it at all. They said he added the wrong coolant which I discovered by contacting Gibson Distributors was not true. The installer came and checked everything that he had done and only found the coil leak mentioned by the MVP heating and cooling. Due to their techs HSA is refusing to honor the home warranty and said it is a "preexisting problems". I have read the owners disclosure and they state the new AC was working at the time of the house sale in November. I read the HSA warranty policy and could find nothing about preexisting problems even if that had been true which it is not. They covered the house as it was when I bought it. It has been 29 days since I first filed for the repair and have only had excuses for no repairs made covered by the warranty. I was also told that I can not have the unit fixed by any non approved vendor or they will refuse payment.Desired Settlement: I would like HSA to replace the coil and fix the air conditioner so that it will work properly as promised with their warranty.

Business

Response:

HSA has spoken with the customer and advised them to have their technician to call HSA with their findings. HSA will review the claim at that time.

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: 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 have a home warranty contract with HSA and they have rejected my claim based on false informationDesired Settlement: Fix the leaks

Business

Response:

HSA received the diagnosis from the vendor stating that these failures could not have occurred since the inception of the contract, which was 5/2/15, due to the severity of the failures. The claim denial stands. If the homeowner would like a second opinion at their cost, they can do so and submit the findings to HSA for review.

Business

Response:

As previously stated, the vendor found that the failures could not have occurred during the contract period due to the extent of the damage to the parts. The claim denial stands.

Consumer

Response: