Home Security of America, Inc.

Review: First, we had a company come to our house to do maintenance on our furnace. He found two cracks in our heat exchanger, which he showed me. I then contacted HSA and they sent someone to look at it. He said there was nothing wrong with it at all, it was totally fine. So, someone was obviously lying. I called the company back and they requested that the same company come back out so I could show him the cracks. He called me 45 minutes after he was supposed to be at our house and told me he wasn't coming and that I should get a second opinion. I had stayed home from work for him to not show up! So I called HSA back and told them. They sent a second company who immediately agreed that the heat exchanger was cracked. Therefore, the first man sent from HSA not only wasted my time and money, he also put my family's health at risk! Apparently this is what he does, he shows up to collect the money and then says that nothing is wrong and to get a second opinion so the other guy will actually fix it. This was a week ago and as of this morning it still wasn't fixed. He was supposedly our first house but when we called we were suddenly scheduled for 8 - 10. We've been waiting for a week! This whole situation has been extremely frustrating! I've wasted many hours and they put my family's health at risk. How could a company deal with a man who obviously lies and does not perform the job he is hired to do. I don't trust HSA at all.Desired Settlement: I would like a discount on the contract. I should be compensated for the time and money they've wasted by employing people who lie.

Business

Response:

HSA apologizes for the experience the homeowner had with the first vendor that was dispatched out to the home for the heating claim, but the contract cannot be discounted. HSA has approved the replacement of the heat exchanger and has only charged one deductible that was paid to the first vendor, nothing was due from the homeowner to the second vendor.

Business

Response:

We understand your frustration, however the first technician was not able to identify the failure at the time of the service call. The second vendor was dispatched three days later and did confirm visually a failure with the heat exchanger. The heat exchanger was approved for replacement under manufacturer's warranty.

Consumer

Response:

Review: HSA has not provided the service that I am paying them to provide.

On Sunday June 7, I contacted HSA for the second time this year for an HVAC repair. The service provider came to my home on Wednesday June 10. Due to a Freon leak the service provider HSA selected determined that the unit needed to be replaced. The service provider spent an hour waiting for HSA to pick up the phone. He left a message and reported no call back from HSA. I also tried to call HSA. I experienced hold times of up to an hour. When someone answered I was told I had to be transferred. No one ever answered after the transfer. I left messages and contacted HSA through social media. On June, 12 HSA contacted me to tell me what they would not cover. I agreed to their terms and the representative on the phone said they would approve the repair. As of June 15, HSA still had not taken the steps needed by their service provider in order to fix my hvac unit.Desired Settlement: I would like HSA to complete their end of the deal and get the service provider what he needs in a timely fashion.

I would like my claim handled at the seven star level since HSA has provided poor customer service.

Business

Response:

HSA apologizes for the long hold times that they have experienced. As of 6/15, the equipment order has been placed with Lennox for delivery and the vendor will contact the homeowner to schedule the installation of the new unit.

Review: We had not even started to move into the home we purchased and we noticed that there was a fowl smell around and inside the home. We noticed that when we used any kind of water in the home that you could hear bubbling from the other sinks and toilets in the home. We called some one to come out to look at the pipes in the home and the company came out stated that we have a "holding take" attached to the house that pushes the waste up to the city sewer line. We found where the tank was and after digging up part of the from yard, they opened it up to see that the tank was full. The company did notice that there was an electrical/mechanical device in the tank that was used to "push the waste" up to the city line (our home is at the bottom of the hill).

Upon examination of the pump, it was noticed that the pump was not working. Also noticed, was that was a Fluid pump and not a grinder pump that is needed to push the was up to the city sewer line. They then pumped out the tank and told us to fix this it would cost us $1417.75 for the proper pump needed , $125.00 for installation plus the $300.00 for the pumping out of tank. We not even moved into the home yet (stuff was still in the apartment we lived in) said OK to get what we need for the home repair. Also, the company noticed that the GFCI that is outside was not functioning and that we needed to get an electrician out to repair the outlet.

I called this company and they had me on hold for 15 minutes. The customer service rep came on the phone and stated they would not cover this because we have a 30 day waiting period. I said to them that this can wait for 30 days. The customer service rep was rude, so I got rude back to defend myself. I then posted a review on ripoff report dot com and a Mr. Nathaniel H[redacted] posted a rebuttal an said the following:

Please contact me

AUTHOR: HSAHomeWarranty - (USA)

SUBMITTED: Monday, May 04, 2015

Please send me your policy and contact information so I can review the details and get back to you - I'd be happy to address any questions you have. My email is [redacted]

Thanks,

Claims Manager

HSA Home Warranty

I proceeded to contact him three (3) times and I have not got a response.Desired Settlement: I would like them to cover the costs of the repair that had to be made

Business

Response:

The initial claim for the septic system was filed on 4/13/15, when there was not any septic coverage on this property. The septic coverage was added after this claim was filed on 4/13/15. Per the contract, on page 5, number 10. SEPTIC SYSTEM - COVERED: “Operational Failures” occurring more than thirty (30) days after the inception date of buyer/buyer direct coverage. Since the coverage was added on 4/13/15, the 30 day waiting period is for the date the coverage was added. The claim denial stands. The current failure is the responsibility of the homeowner and after the 30 day waiting period, the septic system would have coverage once the homeowner provides receipt that repairs were done.

Consumer

Response:

Not a great service provider. It takes more than six weeks to get my microwave fixed and the microwave is out again after 3 months. And now they tell me I have to file a new claim as the warranty expries after three months. I was never told about that warranty. Dont do business with them; first off they put you on hold for long time, then they wont come out until two weeks since they are so busy all the time .

Review: Our A/C went out and we reported it for warranty service on 12May15. We were immediately provide a local service technician to evaluate the issue. After their visit on 14May15 they notified HSA of the issue. I began calling on 18May to get a decision on what would be done. Finally on 21May they said they would order a new unit. First unit they ordered arrived about a week later. They had ordered the wrong one. Mike ([redacted]) apologizes and refunds $75 service call fee and admitted "it was their fault for blindly ordering the system because they didn't have the model number." After spending no less than 2 hours a day on the phone we finally get them to order the a new one. It arrives and it is again the wrong one. That was on 3June15. Call back that day and spend countless hours on phone. Ian ([redacted]) again apologizes and tells us that yes again they screwed up and it will be ordered that day. He went on to say they would cover some of the non-covered cost which was expected to be ~$220. He then said "the upside is, there is only one other type of unit that we can order so it has to be the right one." He also assured us that Nate ("[redacted]") would call us back that night. No call 2 days later. Called on 6/4 and was told the system had been ordered and shipped overnight but it went to the wrong address. Could provide any additional information; asked to speak to Nate. Left a message but no call back yet. Asked to speak to [redacted] and finally gave up waiting for the day. Call again 6/5 and spend 2 hours waiting to get a [redacted] on the phone. Ester ([redacted]) tried to be helpful and shared the unit had just been ordered today and she had the purchase order number. Said she could call the technician and give them the PO # to go by and pick it up. Put me on hold and comes back 10 minutes later to relay that it is ordered for direct drop to the shop and would hopefully be there in 2-4 days. At this point I asked for a senior [redacted] to which she said to wait one more minute. Another 15 minutes later she comes back on the phone and says "the supervisor from parts and equipment said Carrier will not let them expedite anything so we will hopefully see it in 2-4 days." I asked if there were notes in the system regarding promises that the other [redacted]s had made to which she replied "no there is only documentation that they checked on the equipment and owed us a call back. I again asked for a senior [redacted]. She put me on hold for 10 minutes and then came back on and refused to allow me to speak with the senior [redacted] telling me she would call me back when she was available. I responded that I would wait until she was available and she put me threw to her voicemail so that I could either leave a message or hang up - no choice.

I have shared with them the cost that we've incurred due to their incompetence which includes: lost wages for running home to meet repair people twice for wrong system; wood damage due to high heat in home (wood floors, nails pops, door swells); no less than 15 hours on the phone trying to solve this between HSA and service technician.

While we can't get a senior [redacted] to call us back or get this resolved we've managed to receive phone calls almost daily at home phone and cell phone as well as emails to hurry up and renew our warranty plan with them to received the best pricing. One call was even very snarky saying we needed to get on it before we lost such great coverage.

AND the best was the phone call from the [redacted] asking how the install of the system went!Desired Settlement: 1) A/C replaced now, NLT 9Jun - no more delays, excuses or foulup

2) An apology from a senior [redacted]

3) Compensation for some of the non-covered cost as promised by Ian ([redacted]). Although all of them at this point would be appropriate.

Business

Response:

HSA apologizes for the delay with claim. HSA has refunded the $75 deductible and is covering $95 of the non covered charges. The equipment was ordered on 6/5/15, however HSA has no control over the delivery options of the manufacturer's freight carrier.

Consumer

Response:

Review: This company charged me $700 on top of my yearly coverage amount of $900 for a new condenser unit on the outside of my house. My electric bill has doubled, my thermostat read 10 degrees higher than it should, the unit never cuts off, and now its pouring water from the air handler. they did not check or test anything. Now they say since it has be 30 days they will not even come back out and look at it. This is not customer care by any means.Desired Settlement: I would like them to come out and fix the problems correctly. for the money I paid I should not be mistreated.

Business

Response:

Since the contract expired 8/21/15, HSA would not be able to assist with this issue. The condensing unit was replaced in April and it is past the potential recall procedures of 30 days for labor and 90 days for parts. The homeowner can contract the vendor directly who replaced it and have them look into the findings of the failure.

Consumer

Response:

I am not satisfied with the resolution because the initial install of the equipment was not done correctly in the first place. I am not calling about a new problem. when I called the first time I expected a professional to some to my home and fix the problem correctly, instead I now have 2 more problems that I started with. The unit installed is not working with the thermostat correctly, and it is also leaking water and flooding my basement. Giving someone 30 days to find a problem out with the unit is not long enough. I have had to view my electric bills to understand this. It then brought to my attention that he thermostat is not working correctly. I am not a HVAC person. I expected you to send a professional to do the job right, without my having to check his work. please correct my problem. thank you

Business

Response:

HSA is setting up a claim for the vendor to come out to the home to diagnose the issue. The homeowner will be contacted by the vendor who did the replacement of the condensing unit. If the failure is not related to the installation of the condensing unit, then the claim would be denied and the homeowner would be responsible for all charges as the contract is expired.

Review: I bought a Home Warranty from HSA upon purchasing a home. I tried to request a service on two occasions one for AC and one for plumbing and neither time could they provide someone to come out and take care of or even look at the issue. They told me that they do not have vendors in [redacted]. I sent a letter canceling my contract and requested a full refund since they could not fulfill the contract. I have called on several occasions and they tell me my contract has been cancelled. It was cancelled on 8-8-2013. The date is correct but it has been well over a month and I have still not received my refund. I have tried calling and no one will return the call or email as to where my refund is.Desired Settlement: Please refund the full amount of 498.00 since HSA failed to provide any service as advertised when requested to do so.

Business

Response:

HSA apologizes for the inconvenience to the homeowner. The cancellation letter has been emailed to the homeowner and needs to be signed and returned for the refund to be processed.

Consumer

Response:

Review: Said furnace would be fixed and after 6 visits still no heat. Said the costs will be covered and the contractor admitted "our problem slipped through the cracks." HSA has sent me weird generic emails promising to fix my problem, which they claimed was covered 3 months ago... Still no communication, or heat.Desired Settlement: I have 2 small children and it is hard to restart the furnace many times a night to keep us warm.

Business

Response:

HSA records show that on 10/6/14 a heating claim was filed and was paid out to the vendor on 10/27/14 and 11/2/14. HSA was not notified until 2/13/15 via email from the homeowner and HSA put the homeowner in touch with the vendor. As of 2/18/15, HSA has reviewed with the vendor and confirmed the repairs were completed and advised the homeowner if he had any issues with the furnace to call HSA to file a claim, which has not been done at this time.

My A/C unit broken during the hottest days of Spring. To call for a Service Appt is a 1 hour investment of time and I've been assigned a service company that is located out of Jacksonville FL and they will come in a week.. I called back again for another 1 hour investment of hold time to be "texted" two different appointment days and times with no indication of who sent the text or how to reach them. One horrible business to deal with, I am sorry I wasted my money with this company.

Review: HSA has failed to uphold to the standards expected of them by a reasonable customer and employees as noted during phone conversations. Initial claim called in to HSA on August 03, 2013. Claim is for a failing air conditioning (AC) unit. Upon initial call, HSA stated they did not have "vendors" available for my particular area (suburban DC). On August 04, 2013, I was able to contact a company willing to give an evaluation/estimate to HSA and HSA immediately declined the proposed work. Additionally, HSA told my wife they wanted a second opinion to come out to the house and added that the temps for the area are not life threatening so it could be up to a week before HSA gets a second opinion. On August 07, 2013, after not hearing from HSA and being without AC for 4 days, my wife called HSA. HSA stated they had no vendors listed for the area so a second opinion was not available. They further explained that a vendor is a company willing to work with home warranty companies and none in the area were willing. On August 09, 2013, we located a second opinion on our own who also was willing to talk to HSA to resolve our AC issue. Following that call, HSA again declined service. It is now August 13, 2013, and we have not had AC for 10 days. Specifically, I am deployed and not available to assist my wife AND two (2) toddlers; ages 2 and 3. My wife has documented the house thermostat temps by taking cellphone pictures of the displayed temps for the house which, on EVERY occasion, are extremely higher than outside. This is very poor treatment of a loyal HSA customer.Desired Settlement: I was able to personally speak with HSA today, August 13, 2013, and was able to get someone "personally" assigned to my claim. There is still no sign of positive progress. I, not just desire, but expect HSA to make the required repair and quit giving my wife and children the run-around. I give my money every year as required by contract; HSA needs to pay as required by contract.

Business

Response:

HSA apologizes for any inconvenience the customer has had with the recent air conditioning claim. As of yesterday, August 15, 2013, HSA has decided to go with a full system replacement and has been in contact with customer. HSA has contacted the customer's vendor via email yesterday and is waiting for a response from them to get the pricing breakdown on the system replacement. Once HSA has received the information from the vendor, an authorization associate will contact the homeowner to proceed with the claim.

After looking at reviews and complaints on here about HSA, I feel terrified about the future dealings I will most likely have with them. I recently had my AC Unit stop working, and I called HSA immediately, which at this point was over 2 weeks ago. I left a voicemail because it was after hours, and never received a call back. I called again the next day and sat on hold for 30 minutes before I got through. Actually every call I've ever made to HSA has come with a 30-45 minute hold time. Anyway, I had a technician out to my house in 2 days, and he said the Compressor on the unit was bad and needed to be replaced. However, this was a Friday, and coming up on Labor Day Weekend, so the tech told me that he probably wouldn't be back to replace it until midweek following the Labor Day Holiday.

Well, it hit Thursday of that week and I still had not heard from the company doing the repairs or HSA, so I called HSA. When I asked them the status of my claim, they told me that someone was supposed to have called me to get my approval on paying some labor fees associated with replacing the part before they could move forward and order the part. For a week, no one had ever bothered to call me from HSA and get that approval. If I hadn't called, I'd still be waiting around like the it they apparently take me for. The following Monday, I called the repair company and they said they were still waiting on the approval from HSA (the approval I was supposed to give, and already had — on Thursday). So I called HSA again and they had apparently decided to replace the whole unit, and needed my approval for even further costs that I had to pay for. Once again NO ONE called me to get it. Luckily, I was smarter this time and called earlier.

Over 2 weeks later I am still sans AC (during the dog days of summer), and only hoping that my unit arrives and gets installed within the next 48 hours. Then, I'll just cross my fingers and hope the unit actually works. And that I won't have to call HSA on a monthly basis to pay deductible after deductible trying to diagnose whatever problem may come up with the lemon AC unit they'll probably supply me with. (I only feel terrified about this after reading some of the horror stories here on Revdex.com.) At least if that becomes my case, I'll know to come to the Revdex.com to have it resolved. It seems to be the only thing that gets HSA to do any job right. Gotta keep that A+ rating I guess... And exactly how they got a rating that high (with all the complaints I see on here) is beyond me.

What do you expect out a home warranty company? I expect not to wait a week to have a hot water heater replaced. I expect the company they recommend to do the repair to have some sense of urgency to fix the problem. I expect to be told things ahead of time, not days into the process ($450 for gas line, for example). I expect to feel like my business is important to them.
I don't expect to hear on a Friday evening, "Our system is down, I can't help you until Monday." Trust me, when you go all weekend without hot water, you are on top of situation Monday morning to get the problem resolved. It is now Thursday, and I finally have the plumber scheduled to come out tomorrow - sure wish he had the urgency to come out today, since he cost me a day in the process for failing to tell me that I should not drain my water heater.... well, for anyone who doesn't know, if you are replacing a water heater you need to drain it first... no one informed me that the plumber was coming out JUST to do a diagnosis, the plumber failed to tell me that and HSA failed to tell me that.
HSA does not answer their phone - expect long, long, long hold times. Then when you do get through to someone, they are not helpful and they just transfer you to be on hold again. Even the plumber complained about how he was having difficulty getting through to them to get my work order approved.
My hot water heater went out the week before I was due to renew my warranty. I still have no hot water and I will NEVER renew my home warranty with this company. I really hate complaining - but if you are reading this, do yourself a HUGE favor and stay far, far, far away from this company. If you are purchasing a house and requesting a home warranty from the seller, request that is NOT be through HSA.
I'm so exhausted by the back-and-forth I have been dealing with this week and being let down by poor service, that I barely have energy to go into more details about my nightmare with this company. At one point, I really thought maybe they want me to go elsewhere because their receiving their service was similar to banging my head against a concrete wall.
I actually do wish I could go back to last Friday and have called a reputable plumbing company, paid out of pocket, and had the problem fixed in one day. And that is what I want to happen if my AC or heat ever goes out - I want the problem fixed immediately. If that is what you would want in an emergency (immediate service) DO NOT rely on HSA. Horrible Service Agency.
Side note - Where I work, we recently went through a system-switch. I was trying to be extremely patient thinking the problems might be occurring due to the system switch HSA was going through. But, no. That cannot be the case. There are no excuses for the degree of poor service I have received. I would not even recommend them to my worst enemy.

I received a HSA Home Warranty when I purchased my home in May 2015. On two occasions I filed claims for appliance repair with HSA. The first was a problem with the clothes dryer and the second my dishwasher. I have to say that HSA Customer Service is the WORST I have ever experienced. My wife and I made numerous calls to HSA attempting to either file a repair claim or follow up with a claim. Wait times for calls to HSA were always OVER 45 minutes. It usually took several attempts to contact someone at HSA. It did not matter if we called at 7am or 11pm. When I tried contacting HSA via e-mail, as they suggest, It was noted that my question about a claim would be answered with 48 hours. I finally received an answer to my e-mail, 9 DAYS later.

Review: Purchased home on 2/08/2016 with home owners warranty through HSA. HSA sent me no paperwork on what was covered under my warranty. On March 26th, I noticed that my washing was generating smoke, not steam, and there was a burning sent in the air. I turned the machine off and unplugged it, examined the unit to the best of my ability. (I also have video of the machine smoking). On March 27th, I attempted to do my use my washing machine one more time, it generated smoke again and produced a burning smell. On March 27th, I attempted to call HSA but no one answered my calls. On March 28th, I was finally able to connect with HSA. The promised me a full resolution within 24hrs. The submitted a service requested and said GE Appliances would contact me on the 28th. GE Appliances did not contact me. I contacted HSA again on the 29th, HSA put me in contact with GE. GE said they could get a rep to my house on April 4th. I called HSA back and told them that I was promised a 48 hr resolution time. The HSA rep said the could only get someone to my house on Thursday (March 31) to inspect the issue. HSA placed me in contact with 3rd Party Hess Appliances. I paid Hess Appliances $100 (deductible for service call). Hess said that the bearings were worn out and the tub was gone. He submitted his diagnosis and recommendation to HSA. I did not hear anything form HSA or Hess. I called HSA for a status update on April 4th. They said that they have not heard from Hess. I called Hess who said they submitted claim. After working with my realtor, he put me in contact with an HSA sales rep. They said my washing machine was covered under plan and that the parts have been ordered by Hess. I called Hess to schedule a service date, but he said that he did order parts. He said he only submitted diagnosis. I called HSA back, they then told me the repair was not covered.

HSA is backing out of their warranty commitment.Desired Settlement: New washing machine to replace old broken washing machine that smokes and is unusable.

Business

Response:

HSA apologizes for the customers experience. HSA will be moving forward with replacement of the washer and will be in contact with the customer with options. Thank you.

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. I was promised reimbursement for washer, and still waiting for check to arrive.

Regards,

Review: Upon moving into my new house I was told by the gas company that they had red tagged my whole house generator because of a gas leak. Since I had purchased the HSA Home Warranty I called and after a one hour on hold was told they didn't have a registered repairman in my area to address the issue but they authorized me to contact a certified contractor to repair the system. The agent said that it was covered under the warranty as a gas leak and it was in the electrical grid which Is also covered. After n assessment I was to contact HSA for final approval.. I contacted a certified technician who came to the house and evaluated the system. He prepared an analysis of the cost to repair and also the cost to replace which was sent to HSA for approval. After a week with no response from HSA I called them. After another hour on hold I was told that this issue was not covered under the warrantyDesired Settlement: I would have HSA honor the contract or cancel the policy and refund the premium.

Business

Response:

HSA advised the homeowner on 8/3/15 that the generator is not a covered component under the terms and conditions of the HSA contract. The denial stands.

Business

Response:

The failure was with the generator and is not covered under the warranty. HSA considers this matter closed.

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.

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

Regards,

Richard Kirkpatrick Because

of a heart condition I depend on electricity for survival so I had

the gas leak fixed and the generator turned back on at my expense.

So the matter is resolved. Your contract may cover gas leaks but it

matters where the gas leak is located This company is evasive and

non responsive to all of their customers. They have literally

hundreds of complaints on file with the Revdex.com. Most reliable companies

allow dissatisfied customers to cancel contracts for service with at

least a pro rated refund. I hope if I have another problem with my

house it will not cause such a moral dilemma for this company

Review: I have a heating issue where my furnace stopped working. I contacted the company who then contacted a contractor. The contractor came out and said a part needed replacement. The company said the contractor would call them with the diagnosis and then they would figure out approval from there. Once done, the company would call me to let me know what is going on. The furnace is not fixed currently, and it is not very warm this time of year. I have a small child which presents a health issue keeping him warm. I have tried a few times to contact the company because I have not heard anything from anyone and it has now been 2 days. As soon as I get on the line, they place me on hold which is where I stay for over an hour. My previous call I asked to speak with a manager and was immediately placed on hold for another 45 minutes, which then I had to end that call because it took too long. Nobody will let me know what is going on and I need my furnace fixed now. I would think this would be an important issue seeing that the problem is heating in the middle of winter, especially since there is a small child involved. The customer service as a whole is extremely unacceptable. If this were a minor issue I would not be as upset as I am, but this is a major issue. A major issue that affects a 3 year old.Desired Settlement: I would like at least a phone call from a manager explaining why the customer service was as bad as it was. I would also like this problem fixed right now. Even if it has to be midnight, something has to be done. I need heat. Unacceptable.

Business

Response:

HSA received the diagnosis and the technician has to order the OEM (parts specific to customer's system) with ETA of today or possibility tomorrow. Once the vendor has received the component part, the homeowner will be contacted by the vendor to schedule the repair. A supervisor will be contacting the homeowner with status.

I purchased my first home back in December of 2015. My realtor recommended this HSA warranty in case any big items would fail (furnace, a/c, etc.) Since the very beginning, it has been a disaster. A couple months ago, when we were moving in to the home, we noticed that our electrical outlets in the bathroom were not working when I would try to plug a hairdryer in and use it. My husband had a tool that you plug into the wall to detect any issues with the wiring and the tool read "no ground", which meant there was some issue with the ground wire. We called HSA and they sent someone out to look at it and the vendor could not find the issue with it and told us it was most likely behind the bathroom wall. So he called HSA to see if they would approve ripping out the wall to fix it. HSA denied the claim, stating it was a pre-existing condition. Well of course when buying a home, everything is pre-existing! So we had to pay $75 to hear that they wouldn't cover it...fine... then, we had an issue with a roof leak from our bedroom vent. I called HSA at 2:30 a.m. on hold for 1 hour and 15 minutes! Never got a hold of anyone, so I filed it online. (keep in mind that every time I call HSA, I am on hold for 40 minutes or more! and I don't want to hear that it's during "peak time" because I called off of peak time and it's still just as long of a wait!) After filing online, HSA referred me to a local company. The people came out a few hours later to diagnose the problem. They were not sure if it was from snow sitting on the roof or if it was wear and tear. The company said that HSA would contact me that day to find out if the claim would be taken care of. I paid them the $75 deductible and they left. Mind you, that call was on 1/26/16. We are now on 2/23/16 and HSA never contacted me! So I called them today because I received an invoice from that same company saying I still owed them $105 for service, yet they didn't do any service that day. After waiting on the phone for 45 minutes for a person, I explained my issue and she rudely told me that there was nothing that I could do and that I had to owe the $105 on the invoice. She also told me that my claim was denied! But yet NO ONE from HSA contacted me to tell me that! After arguing with her for several minutes, I asked to speak with a supervisor. The supervisor told me that they sent out the check for that amount to the company last week. So why in the world couldn't that first lady tell me that after I became infuriated over her incompetence and rude manor?
First and foremost, HSA has horrible customer service. Wait times are extremely long, even on "off peak" hours! Second, they never will cover anything. They just want $75 and that's it! It's a scam and I would NEVER recommend any homebuyer to buy that warranty. What a waste of money and time. If I could get my money back on that warranty, I would in a heartbeat. Such a disappointment as my first home purchase.

I recently purchased a home in Brunswick, Ohio that came with a warranty through Home Security of America! I attempted to file a claim on a faulty hot water tank after only living at the house five months. The water tank would not stay lit, and my children and I ages 8 and 9 had no hot water! I called HSA and explained the problem. It took them over 24 hours to get a repair company to even look at the problem, and then they explained that it would be the following Monday before the problem could be fixed. I asked if I could pay for quicker service up front and have them reimburse me since I had small children? I was told this is not a possibility! I understand that all companies need to make money but really this is not executable!
I also tried to get my call moved to quicker in the day and was told I needed to speak to a specialist and put back into the call center to hold for an additional 20 minutes!

Review: I have an on-going, open and unresolved claim with HSA, for a replacement built in double oven. Throughout the course of the claim, I have recieved varying information from customer service representatives, promises of coverage ( parts will be ordered ) only to have them not be. I have been promised service to have it not come through. At this time I have been without an oven for over 5 weeks, and had been without both an oven and microwave/exhaust for 4 weeks. Most recently I was shown no empathy and told there may no longer be coverage. I have been transferred to speak to a supervisor twice and recieved a voicemail line, and still have yet to get a call back. The replacement double oven is sitting in the middle of my kitchen, now for 7 days - and one of my 3 children has already injured themselves on it.Desired Settlement: I would like this job finished, the oven installed properly - my coverage with HSA provides for a replacement oven and currently while I have the product it is not functionable. I would like to request timebound expectations set regarding next and final steps for the remainder of my claim, and an apology for the way the last claims rep - [redacted] spoke to me.

As an extension of customer service I would like to see my $100 deductible reimbursed as well.

Business

Response:

HSA will refund the deductible for the oven claim as a customer service gesture. A supervisor will contact the homeowner to advise of next step in this claim process.

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,

Review: Service requested was not performed to my satisfaction by "not expensive " service vendor, nor in timely fashion. In addition HSA demanding to get additional $ 100 deductible that was already payed to the Mid America Service vendor on 7-8-2015 as confirmed by my bank statement.

Contacted HSA AND REQUESTED IMMEDIATE cancellation of contract based on that. They refused and threatened me with collection agency.Desired Settlement: Cancellation of contract

Business

Response:

The deductible is due at the time of the service call and when the vendor came out for the recall on the washing machine, there was not a mechanical failure and nothing to do with the first failure. As the homeowner was advised, the contract is non-cancellable in the state of Missouri.

Business

Response:

Since HSA is unable to satify the homeowner, HSA will make an exception and cancel the contract per the homeowner's request effective immediately.

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,