Home Security of America, Inc.

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: for 13 years mom and I have paid this company for home warranty coverage. on june 19 my ac unit quit working, so I called hsa and was told that there people would call within 30 min. that did not happen. on june 20 found that my water heater had a hole in it not fixable so I call hsa to be told that I had to call there people, so I called their people to find out that they were to busy to come for 2 days. I knew that I could get my ac company to come, and had to call hsa so my technicians could talk to there technicians. after staying on hold with this company for hours and not being able to get an answer from any of their technical staff. I paid my repair people. but trying to make them pay back there portion. I followed there rules but, all they did is say that they were sorry that no one answered the phone for days. on Saturday and Monday I was on hold with there technical department for over 7 hours this is a very bad company.Desired Settlement: I want them to may for my ac unit and the water heater like the contract stated

Business

Response:

HSA has been attempting to call the homeowner's service provider several times for both the a/c and water heater claim and left messages for them to call HSA back with diagnosis. HSA has yet to hear back for either vendor. Until HSA can obtain the diagnosis from the service provider, HSA cannot determine approvability of the claims.

Consumer

Response:

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: Unable to contact the company to request service,both over phone and online. I have tried reaching the company 3 times over phone and waited on their customer service line for 40 minutes each time with no response. Their 'Request repair online' option is unable to locate my contract I'd and details.Desired Settlement: Service requests for appliance malfunctions required to be addressed.

Business

Response:

HSA apologizes for the long hold times. HSA has not received payment for the contract and the homeowner would not be able to file a claim online until payment is received. If the contract was to be paid for at closing, then the homeowner should reach out to their real estate agent or the closing company.

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: I was a two time repeat customer with HSA Home Warranty. Last year my furnace was unable to maintain a comfortable temperature; I set it at 70, but the house temperature remained at 60. I created a claim with HSA and they sent a technician from [redacted] to come look at the problem. This technician came in and looked in my furnace, changed the air filter, and eventually came to the conclusion that the thermostat was the problem. He changed the thermostat, and though my furnace seemed to struggle, for a time it appeared the problem was resolved.

This winter, I had the same symptoms as the year before. I again created a claim with HSA and they sent a technician from [redacted], who came out and ran tests on my furnace. He concluded that my heat exchanger had multiple cracks and the entire furnace needed to be replaced. While he was running the tests, he had told me that my furnace was both a dinosaur and that the air filter did not really accomplish anything.

HSA called me the next day, and told me that [redacted] had told them that the failure was due to a lack of maintenance, and that they would not pay anything. I argued that the symptoms were the same as the year before, and if maintenance was required, I should have been told about it then. The HSA rep told me that the tech from [redacted] had likely not looked at the furnace at all since the problem he found was the thermostat. I argued he had started with the furnace, changed the air filter, and then decided the problem was the thermostat. The HSA representative told me that he would be willing to look into whether the furnace had required maintenance the year before. I asked him to please do that.

I called [redacted] the next day to find out what was required for maintenance, as I thought I was only required to change the air filter regularly. They said that it is required to have a furnace cleaned every year before you turn it on. She asked me if I had noticed a water leak near the furnace, since there were clear indications that there had been water damage to the furnace. I told her there hadn’t been since I lived there. She asked me how long I had lived in the house, and I told her 2 years. She said the problem looked bad enough that it had been there before I moved in.

I waited two days for HSA to call me back about their investigation. The temperature was below 20 both days I waited. The call did not come. I finally called them on Friday and they tried to tell me again that the [redacted] tech hadn’t necessarily looked at the furnace. I argued against that, and they told me they had been unable to get a hold of [redacted], but they would continue to try although they were leaving in about an hour. I waited for the return call through the weekend and until Wednesday of the next week; all the while temperatures ranged from 6 degrees to a high of 42. Typically, the temperature was below 20. Finally, I called [redacted] myself and they answered on my second call which occurred 5 minutes after my first call. I called HSA right away and again they tried to say the thermostat was likely the only thing the [redacted] Tech had looked at, I argued again, and the representative told me to hold so she could call [redacted]. After about 2 minutes she came back to say that she got ahold of [redacted] and that the technician sees so many furnaces he does not remember mine, and that when he was there he might of said something to me, but that whether he told me or not is unimportant since maintenance is not HSA’s responsibility and they still weren’t going to pay anything.

I feel wronged. HSA does not list the required maintenance for the furnace in the contract I signed. The furnace was in the house when I moved in, so I did not have the manufacturer’s documents to know what is expected. I was left in the cold for a week, waiting for a call that never came, only to find the investigation we were waiting on consisted of asking a technician from a year ago if he remembered the furnace in my house needing maintenance. [redacted] and the technician from Abetter Air who has now changed my furnace agreed the problems in my furnace existed for years. I trusted the technicians from HSA to tell me what things were occurring that needed to be done. HSA is not responsible for paying for the maintenance of my furnace, but the people they supply are expected to give me the information I need. They should also be responsible for protecting their customers. I was left waiting in dangerous situations due to severe freezing temperatures and no heat source. Leaving me waiting for a week was wrong. I think HSA should have to pay half the price of the new furnace I bought $1,500/2 = $750 because I would have had the furnace cleaned if it was made clear to me that was required. When the new furnace was installed, I asked if I need to have it cleaned every year. He said no. I also don't believe it can be proven that the failure of my furnace was due to a lack of maintenance, the sticker on the side says 1992 which would mean the furnace is 22+ years old, which is much older than the expected expiration date of a furnace.Desired Settlement: I want HSA to pay half the price of my furnace.

I want HSA to list what is required of their customers for the equipment they represent.

I want HSA to take responsibility for the technicians they send, and to protect their customers by acting in a timely manner when the customer is in a dangerous situation.

Business

Response:

The denial stands due to the failure of the furnace was caused by lack of maintenance, which is not covered under the HSA warranty. HVAC systems do need to be cleaned and maintained at least once to year. The technician stated that this unit had not been cleaned in years, which resulted in the failure.

Review: Dispute over items covered under warranty. Been working with HSA for 3 months to resolve issue. Have contacted numerous times with no response.

We had a problem with our HVAC system on May 7, 2014 and I completely forgot that I had a home warranty from the purchase of our home the previous March. The first HVAC company we called ([redacted] Heating & Cooling) came out and indicated on the receipt the motor was stripped on our zone heating and cooling system. They could not repair it because they did not have the parts. HSA reimbursed me in November $78 for the service call. The continued repair on the zone system is clearly a warranty issue that HSA should cover the cost and is clearly documented. At the time (May), we were not getting the proper AC into the house so the [redacted] tech removed the zone flap and motor and cut the wire to it. That meant there was no zone system anymore, but it also was a temporary fix to get the AC flowing in the house. No further work was done on the HVAC until November when we noticed our heat pump and furnace were not keeping up in cold temperatures. We wondered if it was the thermostat and a friend, [redacted] (an HVAC tech) replaced that. It did not solve the issue. My realtor then reminded me of my home warranty when we bought our house in March 2014. I called HSA and gave them all the receipts from previous work done on the HVAC system. As I indicated before, they reimbursed me the deductible for the [redacted] service call (mentioned earlier) and accepted the premise that the zone motor was stripped, yet not repaired. They did not accept the [redacted] claim because the thermostat was "improperly wired," which I am okay with. On November 25th 2014 when we started having issues with the heat, after reimbursing for the May visit they sent out [redacted] on November 25th, 2014. On their service order [redacted] indicated there was a problem with our heat. The service order says only 2 of the 4 elements were getting power and that the temperature sensor was giving an error code and out of range. Two issues that should be covered under their warranty. They have denied all claims by saying, first, they have no proof the zone system was broken and thus, covered under warranty. However, the first work order from [redacted] clearly indicates this fact. Second, they have also denied to fix the two elements in the furnace and the temperature sensor by saying I need to fix the zone system on my own dime first before they will come in and fix these other issues. Per their warranty contract, they should be repairing the entire issue. I am in possession of all service orders for proof of my claims contained herein. The most challenging part is the very poor customer service I received. I have called them over-and-over and been told "we are putting you in the queue and will call you tomorrow." They only actually return your call about 30-50% of the time. I finally got a hold of the customer service supervisor named Anna at extension 6509. At first, she was doing well returning my calls and working diligently on my claim. However, once I reminded her of the service order from [redacted] indicating my zone system broke on its own and was not workmanship error which should result in HSA fixing the entire thing, she has neglected to return my calls. I have left 4 messages on her voicemail over the past two weeks. She has returned none of them and is effectively ignoring me. My home warranty period ends in March and I am concerned they are dragging their feet to get me out of my warranty period.Desired Settlement: All I want is the issues with my HVAC system to be repaired/replaced as they should be per their warranty contract. We have spent all Winter in a house that doesn't get above 65 degrees due to these issues. Furthermore, certain parts of the house stay in the 50's due to the broken zone system.

Business

Response:

HSA has spoken to [redacted] and the homeowner's own second opinion, who stated that it was wired improperly. He bypassed the dampers so they are no longer being used and stated that equipment was new , but someone left existing dampers there and just wired around the unit. Second opinion technician stated the air handler was improperly wired with no other mechanical failures. The HSA contract does not cover improper installation or faulty workmanship.

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.

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,

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 a one year home warranty through HSA from buying my current house in November. HSA has so many loop holes to not help pay out a claim it is rediculas. Had to pay for repair by myself so not to raise my home insurance policy. They are collecting a lot of money and not wanting to pay anything out. It's a complete waist of time and money.

Review: I called for a service call on my garbage disposel and electrical outlets in the kitchen and several other areas in the house...they sent out a company that changed the outlet in the kitchen and the livingroom. I was not home at the time of service after getting home and I noticed the outlet in the kitchen was hanging out the wall above the sink I called the company and he stated he did not change that outlet and I called hsa explaining the issue and letting them know I stop payment and this was unacceptable due to the fact I have several children and the danger this is and that I was calling another company..Then on nov 7th my hot water tank was leaking and we had no hot water after not hearing back from them by saturday afternoon I called another company and the unit needed replaced finally I received a call tuesday evening between 6-7pm and I explain I called my own company and the unit needed replaced and wednesday morning hsa called and explained to me have the company call with the diagnosis and they will refund me. I called the company and explained this to them and they called and hsa called me back confirming and I missed the call so when I called them back they stated they could not move forward because I refuse to pay the last tech and I explain to him the tech they sent to my home for the electrical work did not complete it and I had to call another company to finish the repairs.now hsa will not move forward with refunding me for the hot water tankDesired Settlement: I would like the refund of the hot water tank

Business

Response:

The service fee is due for the electrical outlet claim that was denied due to the GFI outlet was never secured to anything, which is improper installation. The technician repaired the electrical wiring, but cannot remount the box back into the opening as there is nothing to mount it to. The opening is too big and no support and/or stud to mount it to. The service fee the vendor needs to be paid before HSA can move forward with any other future claims.

Consumer

Response:

they replaced the gfi and stating from hsa they said the electical company had to call before repairs was made but they did not and still replaced the gfi but did not install it back properly. I had another company come out and re-install the plug into the proper place and in fact did not have a problem..I have 4 small children and that should not have been left hanging like that and the electrical comany should have came back or called at the time of the issue to let hsa know and also myself and none of that was done until I came home and found it left like that.

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

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

Regards,

Business

Response:

HSA would like the service provider that repaired the outlet to call them at ###-###-#### to report their findings, so HSA can review the claim.

Review: I Jan of 2015 I purchase a new home and the sale included the HSA Home Warranty. In August of this year my air conditioner broke and we contacted HSA to get it fixed. At that time they opened a claim and informed me that I needed to select my own repair person and have the repair person see what repairs needed to be made and contact the company with an explanation of the needed repairs. The repair man came to the house figured out what was wrong with the air conditioning and proceeded to call HSA and update them on the needed repairs. After being placed on hold for 45 min to 1 hour he fixed our air conditioning and continued to try to contact the HSA company. After multiple unsuccessful attempts my husband and I proceeded to try to contact the company and were placed on hold for long periods of time as well. When we would reach a person they could not answer our questions or would simply state the our repair person needed to call them. This continued to go on for several months until we were able to get ahold of someone who contacted our repair person and got the information they needed. They requested a copy of the receipts for the repairs which I sent them and then I was told that it would be taken care of. 3 weeks later after hearing nothing from the company I contacted them again only to find out that they could not process the claim because the receipt I had send did not indicate that we had paid for the repairs. I was informed that they needed to contact the repair person again to get this verification and that he had been called and a number was left where he could return the phone call and give them the information. Our repair person again called multiple times this time the phone was not answered nor was their an answering machine where he could leave a message. This has become absolutely ridiculous and I am tired of dealing with this. If this company will not honor their own contract they do not need to be in business. It has been 3 months and this claim has still not been settled and we are still getting the runaround from HSA staff.Desired Settlement: I want HSA to pay this claim like they are suppose too. I want a real phone number for this business so I can contact a person who can help me without spending all day on hold. And I think HSA should reimburse my repair specialist for the hours he has had to waste on hold and making phone calls.

Business

Response:

HSA received the copy of the paid receipt on 10/17/15 and the reimbursement check will be mailed out tomorrow, 10/30/15. HSA apologizes for the delay in reimbursement to homeowner.

Consumer

Response:

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

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

Regards,

This company seems to go out of it's way to find the most useless possible contractors. When you call them to attempt to get help they inform you that there's nothing they can do. I currently have an open claim on my refrigerator for not cooling properly. I opened the claim with HSA on 11/11/15. Today is 12/18/15 and my refrigerator is still broken. The contractor they sent out came out 11/24/15 and said they had to order parts. This contractor has given me the runaround ever since, so today I called HSA for assistance. They called the contractor, then told me the contractor will call them back in a day or two with an update. I informed HSA that the contractor has been telling me the same thing for a week now, and I hoped for some actual action on my problem. "Sorry, there's nothing we can do."
The sad thing is the last time I had an issue with my refrigerator, it took over a month to get it fixed too, with a different contractor supplied by HSA. HSA was no help with that situation either. I think they are intentionally using lousy contractors in an attempt to save money by frustrating me so badly that I won't bother to make a service claim.

Review: Been a customer for 7 years. In the past we have been able to use a company of our choice to perform the necessary work on a claim and then submit the paperwork and get reimbursed. Our furnace went out on 3/24 and the temps outside was 25 degrees with an active snow storm. Our house temp was 49 degrees and we do not have a fireplace. the company HSA recommended could not come until after 4 pm the next day. I called HSA to ask for an emergency service since the temp outside was so cold and we were concerned about pipes bursting due to the cold. They told us no they would not authorize that so we called another HVAC company who came out within 30 mins. They did not charge an emergency fee or over time. The bill only came to $225. I called to obtain a reimbursement form and now I am told they no longer allow this. I did not receive any updated contract stating this change and we did not receive anything by mail or email. I feel this company is being deceptive. they take our money for 7 years and we need a claim paid for $225 they won't pay. I called to cancel my service contract and after being switched to literally 5 people the 5th person hung up on me during transferring. I called back and was told we could not cancel our contract. How can I not be allowed to cancel a contract / service? That sounds illegal. Something has changed with this company. they used to be so good and customer focused but this experience has been horrible and I would never recommend them to anyone. They can take your money but not pay out a claim.Desired Settlement: I would like them to honor what they have done in the past and pay my claim of $225.

I also want to cancel my service and get reimbursed for the remaining months on our contract. this company is a hoax and is unreliable.

Business

Response:

HSA apologizes for the customers experiences. The contract is non cancellable in the state of Wisconsin. There are no state provisions that override Section H, which means the contract cannot be cancelled. They are valid for 1 year. Thank you.

Review: I have one of those home warranties from HSA. I live in a condo and wanted to be sure that I had good coverage every spring and fall to keep the heating and cooling equipment up to date. I didn't use the preferred provider but I definitely got an agreement from this company before I used another. Last fall the AC broke. There was a Freon leak from a large hole in my back unit. I started calling the company to get it repaired and the company they sent out never fixed it and told the company they did. They were never even here. Starting in December, I had trouble with the heating unit at the front of my condo. They sent out a total of 5 companies. I have a list of 22 people with whom I spoke. Everyone told me they'd get back to me but never did. I have had both broken heating and ac and at this point I have no ac in either part of my condo. One of the companies they sent out came three days in a row and I asked the man what was going on. He told me, honestly, that the equipment was old and needed to be replaced. They have fought against replacing the equipment and want me to take a $2,300 buyout for equipment that will cost around $10,000 to replace. The last week or so has become absolutely excruciating. I wrote letters to [redacted] and HSA presidents. They finally put a woman named Sherri on this case and she keeps saying we will get it done but it's like entering the black hole. I have no ac and it is 90 degrees in here. I spoke with her a week ago and she said she was ordering the equipment. That was after my son called her. I waited until noon and I called them asking to find out when they were coming out to replace the equipment. They told me they didn't know what I was talking about and explained the work had not been okayed. They do this all the time.Desired Settlement: I want them to complete the job asap

Business

Response:

The vendor has had the equipment for a week. The homeowner is using her own crane company to work with HSA's service provider to coordinate the installation. The time would need to be worked out between the crane company and the service provider.

Review: A month ago we contacted HSA about our AC unit not working correctly. We spent almost an hour on hold, and a claim was set up. An AC Company was sent out and after just looking at the unit deemed the issue a "maintenance" item. The AC was cleaned and maintenanced and HSA said it was not a covered item so we had to pay $200. AC company told us our issue would be resolved with the maintenance. It was not. Less than a week later we called HSA and again complained that our issue was not resolved. HSA would not do anything! We made a call to the first AC company who left a voicemail stating that apparently it was NOT a maintenance issue. The only way HSA would do anything was when we sent the the voicemail to HSA. A new claim was opened but HSA would NOT refund us the $200 we had paid. Another company from Columbia MO was sent out - USA AC. They made an appointment with us for 7/13 from 8am - Noon. They were flaky and didnt show up until 2:45pm. The repairman "Adam" was very rude and would not answer our questions. Checked out freon and stated we were 1/2lb low. We stated "freon was pulled out when you attached your guage". He agreed but kept taking other calls while we were trying to ask questions. He asked for our fee which we told him was waived by HSA and tried to leave. He stated that our AC unit would be "fine now". We were getting very frustrated about the lack of professionalism from Adam and demanded a cell #. He gave us a card with this information. He stated to call him if the issue was not resolved. All evening we took pics of the thermostat steadily climbing instead of decreasing as he said it would. We called Adam this morning and explained on a voicemail that the issue was not resolved. He did not call back. We called again about 4pm. He said he would be out this evening. At 8pm he still had not shown up. We called HSA and they said that they would call him. Of course he chooses to use the "I cant get back out there until Friday possibly". This is UNACCEPTABLE. We have a disabled 8 year old in this house with an AC that is NOT functioning correctly. HSA promised to resubmit the request and find another company to come out and check on the AC and would call back tomorrow. I doubt that will happen! I am sure we will spend another 30 - 60 minutes tomorrow on hold waiting to talk to someone.Desired Settlement: We would like to get our $200 back minus the $75 fee we owe for service. Plus we would like our AC fixed or replaced IMMEDIATELY as this is detrimental to our son and his health. No one should be treated this way or wait over a month for an issue to be fixed when our payment to them is paid monthly!

Business

Response:

HSA confirmed that the Service Today was out to the home on 7/18/15 and replaced the contactor and he unit is working. As far as the maintenance issue, the HSA contract does not cover cleaning or maintaining the unit. The $200 will not be refunded.

Review: On May 10th of 2014, a request through HSA was placed for parts to replace washing machine parts by [redacted]. The address for this company is [redacted]. Please note, I did not have choice of who would repair the washing machine. [redacted] would call and say that a part was to be delivered on a certain day, usually a Tuesday or a Thursday, But nothing was delivered. When I would call [redacted] back, I did not get person who could speak or understand English legibly. When I asked a question, the person would say what they had just said. I believe they were reading from a script. I have talked to a supervisor there, to no avail. I called HSA to complain and nothing was done. Finally, on July 3rd, I received the part, or so I thought. So, I called [redacted] to put the part in. Well, the day of the first appointment (which was set between 1-5pm, I received a call about 11:30 the gentleman from [redacted] said his person had gone home sick. Next scheduled appointment, the following week again between the hours of 1-5pm, at:4pm, I get a call from the service person from [redacted] asking me if the part was big, I said the box was heavy, he said, oh that was a 2 man operation and he needed to find someone to help him. No call back and when I called him, his voice mail was not set up. Then I get a call from ###-###-#### from [redacted] on July 11th and the gentleman says that not all the parts were delivered and the Basket was on back order with no ETA. When I do get through HSA they call and then [redacted] they say oh, the part was delivered, (when it wasn't) or we refused shipment and it went back to the company. In the meantime, I have a big box in my living room, with [redacted] calling to set up an appointment to put the part in and not all the parts are here!! Since my contract is though, HSA I feel that they are responsible to get this resolved.Desired Settlement: I want a washing machine replacement. As the contract says HSA will pay up to $2,000 aggregate for the life of the contract toward repair/replacement. They can schedule to have part that is here in my living room, unopened, to be picked up and sent back.

Business

Response:

[redacted] has placed an order for the basket on 7/17/14 and is to ship to the customer. It is in process by the supplier.

Business

Response:

Due to the delay in receiving the part through [redacted] resources, HSA will be ordering the basket through [redacted]. The part will be shipped to the homeowner and once received, the homeowner should call [redacted] to set up a time to install the parts.

Consumer

Response:

Review: I just purchased a new home about a month ago. We had a heating and cooling unit that were in need of repair. Our gas company red tagged the furnace and said it needed repaired. I called hsa and they and sent an hvac guy out. The person they sent complained the whole time saying that nothing was wrong. Telling me that the furnace was in great shape even though it was from 1945 and was still leaking gas. The ac unit kept running and the thermostat kept getting stuck at 74. The guy told me to change the batteries and I told him that wasn't the problem I had put new batteries in twice and it was still stuck. He told me new batteries fix everything but instead the thermostat just shut off and would not turn on again. I told hsa about this and nothing was done so I called my own heating and cooling company. The had great customer service and I had to get a new furnace and new ac unit. Called hsa and told them what was happened they said send the invoice and they will authorize a payment. That never happened instead they gave me a run around telling me that the furnace could have been fixed. Even the heating and cooling company that I used tried to call them four times to give them all the information and they refused.Desired Settlement: All I am looking for is half of the cost plus a refund of payment for when the first company that they recommend came out and missed all the problems

Business

Response:

HSA has no record of the homeowner's service provider calling with their diagnosis. HSA would be happy to talk with them to get their diagnosis of the HVAC failure. They can call the vendor hotline at ###-###-#### to speak with an authorization associate and HSA will review at the claim once we speak with the service provider.

Consumer

Response:

Review: Purchased a Home Warranty through HAS Home Warranty, [redacted].

Three weeks after we moved in to our Townhouse the A/C was not working properly. Called HSA and they arraigned for [redacted] to address the issue. The Service Technician removed the cover of the furnace before he even attempted to address the issue with the A/C. With just the removal of the furnace cover he determined that the heat Exchanger had “Microscopic Cracks” and it would not be covered under the warranty since it was a pre-existing condition. He did run the furnace and determined that these “Microscopic Cracks” were not a problem and the furnace is safe to run. He did state that since this was summer this condition had to have happened before we purchased the warranty and stated that the furnace is safe to run. The [redacted] did fix the Air conditioner to my satisfaction.

Two different furnace companies other than [redacted] gave quotes for a replacement furnace and they were asked if the Heat Exchanger had any cracks in it. They both stated that the only way to tell if these cracks exist would to disassemble the furnace and test the Heat Exchanger.

I have repeatedly tried to contact HSA Warranty and can never get past the Telephone Clerks which are no help and only read scripted answers. When asked to speak with Supervision I am transferred to a number that you are told to leave a message and no one calls back.

[redacted] made a false claim about the Heat Exchanger so that the Warranty would be void with respect to the furnace. Without asking the Service Technician gave a price to replace the furnace.

The Service Technician had no business looking at a furnace heat exchanger when his service call was to fix an Air Conditioner. If the Heat Exchanger is cracked what proof is there that he did not crack it when he started the furnace?

The reason I am reporting this to the Revdex.com is to let others know that HAS Home Warranty and [redacted] should not be trusted.Desired Settlement: It is my opinion [redacted] and HSA Home Warranty want me to purchase a new furnace. If they deemed that the furnace is broke they should replace it.

Business

Response:

The customers filed a claim for their air conditioning system that was failing. Upon the initial inspection of the equipment the technician also found a cracked heat exchanger in the furnace. The heat exchanger can only crack in a heating season while in use. The customers Contract was effective 7/2/15, Technician looked at furnace on 7/27/15. At this time of the year the customers were not using the heat but using the A/C. The contract only covers for mechanical failures due to normal wear and tear since the contract has been in force.

HSA does not cover pre-existing conditions. In the technicians professional opinion with the examination of the heat exchanger in the furnace that there is no way that this could have happened in the time frame as the furnace was not being used for heating purposes. HSA is unable to offer any coverages for pre-existing failures and or he replacement of the heat exchanger or the replacement of the furnace. Thank you