Home Security of America, Inc.

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.

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: 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,

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: 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.

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: 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: 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: 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.

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: 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:

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: 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.

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.

Worst company I have ever dealt with. My AC has been out for 6 weeks so far this summer and all I have to show for it is..... over 20 hours on hold (currently on hold while typing... 38 minutes and counting), logged over 5 online requests for info (with nothing informative sent back), resubmitted another duplicate claim because the first was in HSA gridlock, second vendor came out due to the duplicate claim and said the same as first vendor. I am officially 6 weeks in to this ordeal and at the same step as day 3. HSA DOES NOT CARE ABOUT IT'S CUSTOMERS. THEY CARE ABOUT OUR PAYMENT ONLY. If I had issues paying a premium, i'd get a phone call before the end of the day. I cannot believe what is going on.......

I recently purchased a home. A warranty with HSA was including the in the negotiations. I just made 2 claims, one for HVAC and another for plumbing repairs. My HVAC technician is here at the home, waiting to speak to them, which is one of their requirements, and I have been on the phone now with my tech for an hour and 1/2 waiting to speak to them regarding the repairs. I am tired of hearing "we apologize for the delay". I'm sure you don't need to wait at all for them to sell you the warranty.

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!

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.

The AC unit went out on our new house one week after closing - we contacted HSA to see if we could use a contractor that we had used both personally and professionally - HSA employee told me that was fine, as long as the contractor would get in touch with HSA to verify and get authorization of any work. Contractor, after spending four hours examining system and talking with HSA tells me that HSA is now denying our request to use the contractor. Call HSA, spend 30 minutes explaining that I spoke with them the day prior to verify what their website says (3rd party contractors are OK if you get preauthorization) and finally "we'll let this go this one time." Contractor gets HSA a quote, gets authorized to work. Next day, HSA calls contractor, says they want a second opinion on what contractor has already been approved to do. Now I have to wait until their second contractor is available to examine the system before HSA will even look at the authorization again. I will never buy an HSA warranty again.

Timely manner for a shower repair is from Wednesday till Monday? Not acceptable! I've called 3x. Once last evening from HSA to not submit my claim to the plumber they suggested. 2x today to be given another company name and the earliest appointment is on Monday. 3x today was told there is nothing they could do because it is within an acceptable timeframe! NO SHOWER FOR 5 DAYS!?!?!?!?!?!?! Also, on hold for a representative for 45 min, then no less than 30 min the other two times!!!!