Home Security of America, Inc.

Review: HSA agreed to have a service person come reevaluate a denied claim and did not send them. They also did not answers calls, left me on hold for hours.

I called and reported a claim that duct work had separated inside the wall going to a second floor bedroom. They sent a service person out 6/1/150that looked in my basement for about 5 minutes and then collected my $75 deductible and left.

A few days later I received an email that said the claim is not covered because the duct work separated from abuse or misconduct. I called HSA and waited over 1 hour to talk to someone. I explained that it could not possibly be abuse or misconduct because it is inside the wall and we couldn't reach it (obviously, or we would have put it back together) the representative agreed and talked to a supervisor and then informed me that they would send the vendor back out to say how exactly the duct work detached. The vendor never called so I called them and they said HSA never contacted them. I called HSA and was on hold 3 times for over an hour each time. I called other departments trying to talk to an actual person and still was unable to be connected to "the right" department. People even went as far as telling me that they are training people and hiring people to take calls!? In my frustration I told a young woman to cancel my account until I could talk to someone and get my problem resolved. She canceled my account and hung up with me in about 3 min...Desired Settlement: I want HSA to refund me the money I paid them to renew my contract starting May 23, 2015 and a refund for the deductible I paid for no reason at all since they did not do what they said they would. (send the vender back to describe the failure)

Business

Response:

The ductwork did not fail due to normal wear and tear and the claim was denied. HSA did cancel the renewal for the homeowner and the $51 payment will be credited to the credit card that it was taken from.

Business

Response:

As a service gesture, HSA will reimburse the homeowner the $75 deductible and the check will be mailed out on Monday , June 29th.

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: Our upstairs toilet quit working properly. We had a prescreened contractor arranged to do the repair but he never showed up so we contacted our plumber with HSA permission. He has done work with HSA for us prior. on 5-30-14 our plumber came over and looked at the toilet. We were on hold for 2 hours for him to talk to HSA to receive authorization for the repair work. We never reached a customer service representative. We continued to attempt to contact them on Monday again with long delays and no customer service representative. On 6-3-14 [redacted] arrived to perform the repair work. The inside workings had deteriated from normal wear & tear. The toilet is 10 years old.

According to their contract; Section E number 2. Interior plumbing system - covered. ".... wax rings; toilet fixture and water tank (replaced with builders standard as necessary) parts within the toilet tank,....." . They refused to cover the repair. The toilet was replaced with the builders standard.Desired Settlement: To reimburse us what we paid for the repair. Total $311.51 minus the $75.00 service call.

Business

Response:

HSA apologizes for the long hold time that the homeowner had for this claim. The warranty does not cover failures due to salt, mineral beds or deposits. The technician found the toilet calcified causing the toilet not to flush and this is why the claim was denied.

Review: I contacted hsa for a warranty issue the home was over 90 degrees and one chid suffers from asthma they took the info I called at night and they called the technician and said he was finishing a job and would contact me never did. I spent the night with 2 kids in a hotel because of home being over 90 degrees they told me it wasn't submitted as a emergency are the y kidding a system and unit have a house at 90 degrees. they said the call were high and didn't know when they could send someone, I called the technician and said soonest he could come was wed. I was so upset wtih this company hsa that should be put out of busyness I got a emergency companyy to come the next day fixed it and paid for they were told to call for prior authorazation and like I am sitting on the phone now they keep you on the phone for a long time. I faxed them a copy of the bill for full payment and the have not responed or sent me payment next stwp small claims court.Desired Settlement: I want a full refund and like others say better customer service not over a hour on the phone!!!!! if I dont hear fromt ehem in a week I will proceed the date I sent the bill to them was 6/15/2105

Business

Response:

HSA apologizes for the delay the homeowner experienced with this claim. The claim has been approved and the check ($365 minus the $75 deductible) 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: NO A/C and 5 days later cannot reach anyone. Called daily, left contact info, e-mailed everday, and followed on-lines process with no results.

CLAIM # [redacted]Desired Settlement: get it fixed before my baby suffacates

Business

Response:

If the homeowner's property is in [redacted], they may be contacting the wrong warranty company. HSA does not have any active warranties in [redacted] as HSA does not service that state.

Review: Company failed to honor warranty contract in the time specified

Company has failed to replace AC as covered by my contract. Their Customer Service hold times are excessive, average more than 30 minutes per call. They have shipped the wrong parts and can never give me a status on this repair that was originally reported to them on 5/21/2015.Desired Settlement: Finish the work in a timely manner.

Business

Response:

HSA apologizes for the delay in the claim process and has refunded the homeowner the deductible as of yesterday 6/15/15. This was a shipment error and unfortunately out of HSA's control.

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: Bought a house in February 2015 and was recommended HSA Home Warranty by our realtor. Seller purchased the home warranty for the duration of 1 year. Upon inspection all HVAC systems seemed to be in place. Had an HVAC technician come out in Spring for a tune up of furnace and AC as it was newly installed by previous home owner and had never been used. Technician informed us that we would want to call our home warranty company before anything was fixed so that we would make sure to get it paid for. HSA rejected our claim without even talking to us on the phone! We had tried over 3 times to get in touch with them and was on hold for at least 30 minutes each time and still not able to get in touch with someone. Said our claim was rejected as the issue was already there before we bought the house. There is no way for anyone to prove that whether it's true or not and you cannot test an air conditioning unit in February anyway so there was no way we could have even known. Isn't the point of a home warranty to cover things that come up that you didn't know about and give you ease of my mind when purchasing a home? Absolutely terrible customer service and supervisor, Sarah was incredibly rude on the phone when she called me back 6 hours later than I was told when she would.Desired Settlement: Would like our service technician fees in the amount of $120 reimbursed and the cost of home warranty purchase refunded at a prorated amount for how long we have been under contract. Cost $450 to buy. $450/12 = 37.5 per month. We will be canceling warranty as it is completely useless and would like our money back for the remaining 7 months. 7x37.5 = 262.50.

Business

Response:

HSA has denied the claim due to the failure occurring prior to inception date of the contract. The licensed technician found the unit to be empty of Freon upon inspection and performing an electronic leak search. With technician having to use an electronic leak detector to locate the leaks indicates the leaks are small and have been leaking for some time for the unit to be completely empty of Freon. HSA maintains this denial.

HSA was part of my package when I purchased my house. This company is TERRIBLE. Stay as far away from them as possible. I am going on day 23 with no resolution to why my AC is not cooling. It is quite hot, sticky, and I have a heart condition that causes me to black out when too hot. I have called them almost every day and get passed from one person to the next. Each time I'm passed, I am on hold for about 20+ minutes. "My call is very important to them" -- not at all. This is a case of the right hand not knowing what the left hand does. I feel like they are wearing me down to get me to go with a real AC company and just pay for the problem myself. I am so incredibly disappointed with this experience and can't imagine a worse company-- except for the one that they are making me use to "fix" the AC unit. It has been one lie, nightmare, lie, and long hold times after another.

Home Security of America, Inc. is not worth your money. They have a list of incompetent vendors that they disbatch for services for their customers. One vendor that was sent out for my heating, tried to take advantage of me by charging me $450 for covered charges. The vendor, did not even call HSA to get approval for the services that they were going to render. Additionally, I have an AC issue (with an infant and senior in the home) and they were supposed to come on Monday. Vendor never called, we called and resceduled for Wednesday ...still no call from the vendor. Now rescheduled for Thursday. I was on hold with them for over an hour, just for the supervisor to say that HSA did their job by disbatching a vendor. They need to have more reliable vendors in their network and need better customer service. The wait time is extremely long almost every time I call (20 minutes plus) and I am having to taking multiple days off work and I still remain in hot house. I will NOT be continuing business with HSA.

You will die on hold with this company long before your house falls apart. I am now sitting on hold for 40 minutes. No joke- forty minutes. This is after I entered a claim on their website, got a contractor's name, waited on hold with the contractor, and then was informed they could not come out for 4 days to address our issue. So i'm trying to speak with HSA to get another (APPROVED) contractor who can do the work sooner, and it appears I have to spend my whole day listening to hold music. Probably just to be told no one else is *approved* to service the claim. Wonderful.

Review: I purchased this home warranty at the time I bought my home in Nov 2009. At the time I got the complete coverage plus the washer and dryer. I set up an automatic renewal of the policy and automatic drafts. This past week, I called to file my first claim because my washer died. I was told that for some unexplicable reason, the washer and dryer coverage was "dropped off" my coverage after the first year. I was never notifed by this shady company that my coverages had changed at all and my premiums didn't change to indicate that anything had changed. I have paid around 40.00 a month all these years and tehy have happily received money from me and now, they refuse to handle a claim. I have filed a complaint with the Wisconsin Attorney General's office and I have notified [redacted] who actually endorsed this company and recommended the warrantee when I bought my home. I hope to warn others; this company - HSA - is a scam. They are out to get your money and not pay on any claims! Do not purchase a home warranty!!!! Bank the money you would pay in premiums and put these dishonest people out of business.Desired Settlement: I think that I should get all my premiums back from the time that they just arbitrarily changed my coverage and dropped my washer and dryer. 11/10 - present. I paid the premiums all these years under the assumption that all my appliances were covered. I was not "getting" what I was paying for. Also, I had to place a stop payment through my bank for the preauthorized drafts; that's an additional 33.00 they owe me.

Business

Response:

A supervisor from HSA has called the homeowner on 9/9/13 and 9/10/13 stating that HSA is adding the washer/dryer option at no cost to the homeowner leaving his direct extension for the homeowner to return his call. At this point, HSA is waiting for the homeowner to call back to proceed with the claim.

Consumer

Response:

This company is less than honest when it comes time to decide on purchasing their "product". On the phone taking the payment information promises were made by the representive that were in fact,lies.

Review: On 7/31 we filed a claim with HSA for our hot water heater. On 8/5 a serviceman came and assessed the water heater, saying it would have to be replaced. We were quoted a price of over $600 for parts and services that are not covered. After negotiating with the serviceman he agreed to a price of $470. I wrote a check for that amount which was promptly cashed. The serviceman did not return and install the hot water heater until 9/3. When he installed it, he could not get the pilot light to work. He told us our gas pressure must be too low and had us call our gas company. He left. Our gas company promptly sent a technician who told us our gas pressure is fine and that the brand of water heater that was installed often has an issue with faulty pilot lights. We called HSA back and they initially told us they would send someone next week. We negotiated with them and they said they would send someone today (9/4) but that there would be another service fee. We refused to pay it and they eventually agreed to waive the service fee. This morning that newly assigned serviceman called to tell us he can't do anything because it is a new water heater and is now a warranty issue. A call back to HSA resulted in manager Christine D. telling us there was nothing else they would do because they upheld their part of the contract by installing a (BROKEN) water heater. They will not refund our money, they will not send further service.

I am a cancer patient with a lowered immune system. I cannot be around dust, germs, mildew, disease, etc. I need to sanitize things and I need to keep my body clean. I cannot do these things without hot water. The lack of hot water in the house is creating a health hazard for me.Desired Settlement: I would like the company to refund the $470 I paid a month ago for services that were severely delayed and then not properly performed. I would also like them to reimburse us for our out-of-pocket costs to repair or replace the faulty heater they installed.

Business

Response:

Unfortunately, HSA cannot assist with the replacement of the water heater as it is under manufacturer warranty and they would need to follow the manufacturer warranty guidelines first. HSA dispatched a vendor on 9/8/15 and the vendor called the homeowner on 9/8/15 and 9/9/15 and left messages for the homeowner both times. A supervisor called the homeowner today ready to conference the vendor in and also had to leave a message. If the homeowner has had work done by a different provider, HSA needs to know to be able review.

Consumer

Response:

Review: Did not provide service nor refund on parts.

I woke up Saturday morning without heat. I tried to take the correct steps to call HSA to report a claim and NO ONE ANSWERED. After being on hold for 30 minutes, I went online and reported a claim. No one ever came out for service call. I called HSA Sunday and Monday, again waiting on hold for 1/2 hour at a time, no human being ever picked up the phone. My husband did repair the heat because #1 our house was below 50 degrees and it was snowing and #2 he's a certified HVAC tech. When I finally reached a service representative this morning (after being on hold for 45 minutes and being transferred 2 times), I told them that all I wanted to do was be reimbursed for the cost of the parts. They told me no and that they would deny the claim up front if a service tech came out on this service call because my husband had already repaired it. Horrible customer service. After looking up this company, I found they have a horrible track record and I am not the only one that has had this problem. They should not be allowed to be in business. They are a sham.Desired Settlement: I just want the $186 I spent on the parts.

Business

Response:

HSA has already approved the reimbursement of the additional $173.17 that will be mailed out on 2/20/15.

Review: I'm in need of the home warranty service I purchased from HSA. I filed a claim with HSA and their customer services is less focused on the customer and more focused on evading customers with claims. I've been on hold a total of 3 hours durins 3 separate calls and still haven't spoken to an HSA representative. My claim has been filed, their approved service provider has given his bid, I paid my deductable and I can't get anyone on the phone to tell me how we proceed with what I pay out of pocket and when we begin with the installation of a new central air unit. It has been extremely hot the past couple of days and my family has been with out air-conditioning for two weeks. Additionally, no local repairmen will work this organization given their representation of late paying servicemen which forces an HSA friendly bid with a lesser product. HSA's lack of service is deliberate in my view and exhibits predatory warranty practices.Desired Settlement: I would like to be contacted by a representative and given a direct line to someone I and my repairman can contact during the repair or replacement of my air-conditioner and washing machine.

Business

Response:

HSA apologizes for the long hold time the homeowner experienced. On 8/26/15, the homeowner chose the cash out option on both claims. HSA would need a copy of the paid receipts to process the reimbursement. The receipts can be faxed to ###-###-#### or emailed to [redacted].

Review: HSA company install microwave hood incorrectly and will not correct the situation after agreeing that what I said was true.

after the installation on a new microwave hood. The contractor who was dispatched by HSA install it incorrectly and damaged my cabinet in the process. I contacted HSA and sent pictures. This has been going on since Oct of 2014. after many attempts to resolve this issue HSA will not contact me at all one of the agents also suggested that it is my responsibility to have it fixed they only dispatched the vendor . I just purchased my home last year 2014 and find that the practices of this company is wrong it is their responsibility as a insurance company to fix what you contracted for. if the vendor they supplied will not fix what they destroyed then the insurance company is responsible to supply a new vendor. It is the end of January 2015 and nobody will help me out. Another one of HSA employees stated that in order for them to continue I need to renew my contact. Unfortunately this will not happen. Can you help me resolve this issue please. Thank you Stephen WatsonDesired Settlement: I want HSA to either fix the damages or pay for the damages to my cabinets and incorrectly installed microwave hood oven.

Business

Response:

HSA apologizes for the delay and has requested the vendor manager department to review and advise of next step in order to assist the homeowner.

Don't bother buying a warranty from this company. You are wasting your money. You can never get through to these people to file a claim! I have been on hold for two days and finally gave up. So they don't waste any time taking your money when you pay for your warranty, but you can't get ahold of them to file a claim, nice set up!
You can also file a claim online, but it doesn't do much good. I got a email stating I could contact a vendor of my choice to diagnose my issue (needed new hot water tank), but when the service technician tried to call to get an approval, he was on hold forever and ended hanging up. Mind you, I was paying for his time while he was on hold. Nice.
I'm sure when my warranty is up they won't delay in sending me a bill to renew.

Review: This is related to a previous complaint. I have been trying to get resolution with HAS in regards to a range. They delivered a replacement range for one that was deemed unrepairable. The new range did not fit the space, I had to pay to modify the space, now the installation personnel have come out again, and told me they can not install the range, because the range HSA sent me requires it be hard wired to a junction box, while the one they took out of my house is a plug in. When they delivered the range, they brought a plug for the range so the range had wires for a hard wire installation, and they brought a range plug, that gets plugged into the outlet. Unfortunately, the installation personnel said they can not change out the plug, because the range HAS sent me was a builders model, and the plug can not be changed. They told me to call HSA, and they would have to send me out another range with a plug. When I called, I explained it to the person on the phone, she said she would get a supervisor, I was put on hold for 23 minutes, and 42 seconds, no one ever came on the phone, and then the phone went dead. I waited a few minutes, no one called back, so I called them again, this time, I got ** on the phone, explained the situation again, he said he would have to put me on hold and get a supervisor. I asked him not to put me on hold, because every time I call, I am put on hold for more then 20 minutes, and never get any resolution. He said he would have to, and he hoped it wouldnt be too long. Almost 20 minutes later, [redacted] came on the call. I explained that I need a range that had a plug that could be plugged in, she told me I would have to pay to have the modifications made, or would have to pay a restocking fee. I explained that they took an electric stove out of my house that had a plug, and sent one that required hard wiring. She said my old stove was over 40 years old, and manufacturers make different things. I said yes, but most manufacturers make both, hard wire, and plug in, and I needed the one with the plug. She said I would have to pay to have it changed, or pay a restocking fee. I said no, it was not my fault, and I believed that even their own installation personnel thought this range plug could be changed, as they brought the cord with the plug with them, but found out when it was time to install it that it could not be changed. She said HAS meets features of the old range, and I said the plug in cord was a feature, and that was all I wanted. I told her I liked the stove, but needed one that would plug in. She again said I would have to pay. I asked her if that is what she would expect if it were her stove. She didnt answer, and again told me I would have to pay to make modifications, or pay restocking fees. She said she had helped out on my previous Revdex.com complaint, and they agreed to pay half of the previous modifications to make the range they sent fit. I told her I would go back to the Revdex.com if I had to, because this was not my fault, and I thought even they thought the cord could be changed, because they sent out the cord with the range, but it couldnt. It wasnt my fault, and I told her I was not faulting them, because I too thought the cord could be changed, and believed they did too, but I should not have to pay, as I never asked for a stove that requires hard wiring I only want what I had before, a range that plugs in. She again said I would have to pay to make the modifications, or pay to restock the range.Desired Settlement: I only want a stove that is comparable to the one I had, the one I had was a plug in, I want a stove that can be plugged in.

Business

Response:

HSA will have a service provider contact the homeowner to evaluate the issue with the electrical modifications and report that information to HSA.

Business

Response:

The homeowner was advised that HSA would need to review a paid receipt and/or speak to the technician about the work that was performed by the homeowner's vendor. The homeowner advised HSA that the technician does not want to get involved and that she does not have a receipt. Without the paid receipt, HSA is unable to review and/or reimburse the homeowner. Until HSA receives a receipt, nothing further can be done on this claim.

Consumer

Response:

Review: On September 10, 2015, I called HSA home warranty to file a claim that my water heater tank was not working and my family didn't have any hot water to use. HSA gave me a contact to call a local service ([redacted]). I contacted the place and the contractor was able to come out on September 11, 2015. He determined that I needed a replacement for the water heater tank and said HSA will contact me for more information. However, whenever I called HSA number, I didn't get to talk to anyone and was on hold for at least 30 -40 minutes at a time. One week had gone by and still no words from HSA (all of this while my family suffered from showering with cold water), I just couldn't take it any more and purchased my own water/heater tank and have different local contractor to come over and installed it. The 2nd contractor I hired, finished the job in 3 hours and answered my phone call within 10 minutes. The water/heater tank plus the contractor's labor costed me $1100.

I'm just very upset with the service that HSA home warranty provides. I paid an annual fee of $720.50 for the policy and I don't feel like I get the service I deserve. What did I pay the fee for and then had to pay $1100 on top of that while having to wait a long time for service (if any)? I will NEVER do business with HSA home warranty ever again and would like my money back. I'm just a very dissatisfied customer.Desired Settlement: I want my money back ($720.50). Thank you

Business

Response:

HSA apologizes for the delay in the claim that the homeowner has experienced and is refunding the deductible as a service gesture. HSA has advised the homeowner that they will adjust the pricing to what their vendor would charge for the repair. The cashout amount is $554.59 and HSA needs a copy of a paid invoice to reimburse the homeowner.

Business

Response:

The reimbursement for the $75 deductible was mailed out 9/28/15 with check #[redacted]. HSA does need a copy of the paid receipt for the reimbursement of $554.59 to be processed.

Consumer

Response:

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 home warranty company seems to think if they let you sit on HOLD forever you and your complaint will disappear. I just retired from a 31 year career in real estate where I enthusiastically promoted HSA for sellers and buyers. So when I retired I bought the product myself. I feel like I owe a lot of people an apology...They bought a product that did nothing but provide aggravation. It is a great idea, but to get to talk to someone and work through the process can be the ultimate frustration. I talked to some buyers that had purchased it and they said they just couldn't devote the time to it and went and bought what they needed repaired or replaced. August 2, 2015, I called in with a claim for air conditioning repair or replace. I waited on the phone for 43 minutes before someone talked to me. The heating and cooling professional came out, did his evaluation the next day. Since then he has called almost everyday and can't wait on HOLD for 45 minutes to get approval for the job. so here we are 16 days later and he still hasn't spoken to HSA so he can get the job done...and we swelter through another heat wave.
I am writing this in hopes you can encourage HSA to take on more phone staff to handle claims and treat customers with a different philosophy than "ignore and they will go away".

Review: I would like to report HSA Home Warranty. I am beyond frustrated with the organization and feel I have been pretty patient and understanding.

6/10- WEDNESDAY

4:35PM - I called HSA to report a claim. I decided to log online and utilize the online claim reporting system while I waited on line. I was able to report it online and received an automated email at 4:41PM advising my service was given to [redacted], ###-###-#### Tracking #[redacted]. The message indicated that the company will call within the next couple of hours to schedule a service call. ….if it is toward the end of their business day or the weekend, you may not hear from them until the next business day.

4:42PM – I called [redacted] I knew it was the end of the day and it would have been a challenge for me had I had to wait until the next day. The house was at 90 degrees and I was expecting guest not to mention my elderly mom. I called and asked them would they be able to come out today because if not I would see if HSA could give my service to another company. He said no not unless I called HSA and advised them that it was an emergency.

4:46PM – I placed a call to HSA, while on hold [redacted] called.

4:49PM – [redacted] called back advising it wasn’t necessary and that they would go ahead and send out a representative.

I can’t remember what time it was but a rep came out that evening and advise he was unable to fix and he would call in his recommendations.

I had to go ahead and get a room for not only me and my mom but my out of town guest as well.

6/11 – THURSDAY

I attempted to call SEVERAL times from work during the day however had to hang up each time because the wait was 30+ minutes and I WAS AT WORK! They don’t pay me to conduct my affairs at work. Sorry.

I worked half a day but decided to try and call again once I got home. Although my schedule did not permit because I was putting on a production that evening (reason why guest was in town).

3:24PM – I called and was on hold for 80 minutes! I finally spoke with a rep and he advised they had not received anything form [redacted]. They would have to wait until they heard from them. I expressed my concern and advised I had to get a room the previous night and could not afford to keep doing that. I asked could he take ownership of my account and give me a follow up call because I had been trying to call all day then expressed I was on hold over an hour before I was able to speak with him. He showed no interest and expressed no empathy/sympathy. Once again I had to find a place for me and my guest to stay.

6/12 – FRIDAY

11:11AM – I received a call from HSA rep advising they were going to attempt to fix my unit and needed my approval to do the electrical part of the unit and the fee would be $100. I gave my approval. But we also discussed that the representative suggested getting a new unit because if they fixed it, it would not be a guarantee that it would not go back out. They suggested at this point they were going to fix it first. They advised I needed to contact [redacted] to schedule the repair.

11:47AM – I call [redacted]. They advised they needed approval from HSA. I advised I just spoke with them. They said he would call me back.

11:52AM – [redacted] calls me back. Advise it was approved. I still had guest so I asked was he going to be able to fix it that day or over the weekend. He advised they have to wait on part but he would be out mid week.

11:55AM – I received an email advising I was approved for a heat pump. I compared it to the claim from last year in March 2014 and it was the same thing.

12:21PM – I attempted to call HSA to advise this is the same thing they repaired last year and inquire why they keep repairing the same thing. I was on hold and just hung up. I figured I would inquire when they came out to fix the unit.

6/15 – 6/19 I didn’t hear from anyone. Although the rep advised he would come out around June 17th. It was my attempt to be patient. Also a great friend died so I just didn’t have the energy to deal with it. I went and stayed with my mom.

6/22 – MONDAY

11:30AM – I called and was once again on hold for over an hour. Advised the rep I wanted to follow up to see when my air would get fixed and to see why they are repairing the exact same thing from last year. She said they were still awaiting my approval and they called and left a message for me on June 17th. I advised that could not be true. I believe she lied and was just trying to make stuff up. I called her bluff and advised I did not receive any miss call nor voicemail. Phone records don’t lie and offered to pull my phone record and suggested she did the same. I advised I had already given approval. She advised she had to transfer me. I expressed my concern with lack of great customer service. I asked could she PLEASE assist me and I’m getting tired of being transferred. She advised she could not help BUT had to transfer me. I waited for thirty minutes and then hung up. Went on line to see if there was an email address I could write a complaint to, I emailed to no avail. I noticed from their home page that they had a facebook page and made a complaint on there. They did a standard auto response and asked me to send my address. I did advise them by this time I have no confidence in them as I reviewed the many other numerous complaints.

I would like HSA to rectify this immediately and to stop giving me the runaround.Desired Settlement: I would like HSA to rectify this immediately and to stop giving me the runaround.

Business

Response:

HSA has approved full system replacement and the homeowner has approved the non-covered covers. This equipment has been ordered and the vendor will contract the homeowner once they have a equipment.