Home Security of America, Inc.

Review: HSA needs to answer their phones! I have a contractor at the house that has diagnosed a problem and he can't do anything until he TALKS to HSA. This contractor is very busy and has to get to other service visits; he can't wait on the phone for over an hour. Now I'm waiting on the phone...and I'm at the end of the waiting line for this contractor. Thank you very little. It took me days to get this contractor to the house and now I have to send him on his way without an outcome. This warranty service is useless--I would rather pay out of pocket and get the repair DONE. This service is not for me.Desired Settlement: Need a hot line for contractors so they can get the work done and get on their way. Need to staff the phones for this business model. Get this claim done and don't be cheap when you need to cover the repair (just guessing, after reading other reviews).

Business

Response:

HSA apologizes for the long hold times. The pool claim has been approved as of 1 pm central today.

Consumer

Response:

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

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

Review: I have contacted HSA about our inoperable furnace and air conditioner. They initiated a claim on June 18, 2015, for those inoperable units. However, they have yet to proceed with said claim. I have left multiple phone messages and multiple emails, which are still unanswered. When I call to speak with a representative at HSA, I am continually told that that person can not help me and they have to transfer me. When they transfer me, I am either put on hold for hours or disconnected. On June 29, 2015, after still no response from HSA, I called to cancel my contract due to lack of service they are to provide as stated in the contract. I was told I could not cancel. I told them to remove my credit card they have on file for payments. I was told again I would be transferred to someone who could remove my card, but then disconnected. When I called back (and each time I call I sit on hold for at least 15 minutes) I was told by the HSA rep that he would email the sales department to call me back to remove my card. I am still waiting for that phone call back. I have called my credit card company to stop all payments to HSA.Desired Settlement: I want HSA to call me back. Cancel my contract due to lack of service they are to provide as stated in the contract. Remove my credit card on file. I want the initiated claim resolved.

And I do not want to wait on hold for hours to speak with an HSA representative that tells me they can't help me.

Business

Response:

A supervisor will contact the homeowner in regards to the air conditioning claim and cancelling the contract.

Business

Response:

A supervisor will be contacting the homeowner shortly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the only one HSA will provide at this time. I will wait for their phone call and hope that they will resolve my complaints. HSA has very poor customer service. Their representatives are inadequately trained. I can only hope that an educated representative will call me back in a timely manner.

Regards,

Review: I would like to stop payment to HOME SECURITY MYWARRANTY because they have not provided the service that I paying for. I submitted a work request to have my refrigerator repaired over two months ago and as of today NO repair work have been done. I spoke to the warranty company on more than one occasion and NO action on their part to resolve the situation have been taken. I have notified them of my intent to cancel, however they keep on taking the money out of my account with zero service provided. At this point I am requesting that USAA stop payment to this warranty company (HOME SECURITY MYWARRANTY). I also would directed USAA to retrieve or recover the $70.00 for the past 2 months that they charged on to my account because they were notified of the cancellation prior to the deduction.

Your help with the situation is greatly appreciated.

Phone # [redacted]

Email [redacted]Desired Settlement: I would like to have a the money for the last two months refunded and the contract cancelled because they have failed to provide the service that I paid for.

Business

Response:

HSA will cancel the contract and refund the $140 for the last two months payments. The homeowner will been sent a cancellation letter that needs to be signed and returned in order to process the refund.

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: I'll offer my complaint first, then a brief synopsis to further detail the problem:

COMPLAINT:

The warranty company and their selected service contractor, Service Solutions (SSI), have yet to perform the A/C repair they said they would do, and this failure has caused undue hardship. It has been almost three weeks since I initiated the claim, and my wife and I have been in a sweltering house in the hottest part of the year.

Section D part 2 of HSA's contract states, "Repair or replacement shall be performed within forty-eight (48) hours, under normal circumstances, of an approved claim by a service contractor chosen by HSA…” It took a week just to get the green light to do the repair, and after three weeks, the work remains incomplete. I understand that a part had to be ordered, but once the part arrived, the repair should have taken place within two days.

HSA has caused me and my wife much undue hardship and so far I remain doubtful that they stand behind the services. It appears they have taken my money and not followed-through with the services I am paying for. I have spent over five (5) hours in total on hold with HSA since placing my claim to determine the reason behind the delay and work toward a solution. The reps have been polite but ultimately unhelpful in taking action. Their selected contractor, SSI, has been very difficult, unprofessional, and mostly unresponsive, which reflects poorly on HSA. Instead of following-up to complete the repair, HSA has left me to my own to track down the contractor and keep checking on the status. They all but abandoned me and my warranty claim.

SYNOPSIS:

I should note first that this is about the second claim I have placed with HSA regarding my HVAC system. The first claim, from 4/21/15, was for my non-functioning upstairs air conditioning system. The tech that came out said there was definitely a large Freon leak that would normally require replacement, but that it was about .1 pounds more than the limit that HSA set. I understood this, but it’s already back to not functioning properly, so I’m essentially without two working A/C units. The second claim was supposed to check both units, but they said the upstairs unit was still within limits.

I called to report my HVAC not working on 7/4/15. Their selected contractor in my area, Service Solutions Inc (SSI), called me on 7/6/15 to schedule a tech visit. A pair of techs came out on 7/8/15 (the earliest they could come) to examine the A/C system and determined that my downstairs compressor was bad and needed replacing, and that we would need one with a higher SEER rating.

The diagnosis was submitted to HSA and I finally received a call back on 7/10/15 saying the repair was authorized. After some back-and-forth calls to find out what was involved and what was actually being covered (there was some confusion regarding what the service tech told me and what HSA told me), I approved the repair and the $75 deductible they said I would need to pay. I should note that initially HSA said I needed to pay additional for an acid wash the service tech recommended, but then they reversed and said they'd cover it. I was told the order for the part was placed and SSI would contact me about conducting the repair. I was told to expect middle of the following week once the part arrived.

I did not hear from the service tech the following week. On Thursday 7/16/15, I called HSA to check and was told the part had arrived and was ready for pick-up on 7/13/15 (4 days earlier) and I was given specific details about the delivery. When I called SSI the next day, they told me they did not get word about the part until Wednesday and that it would be another 7-10 business days before they could pick it up and complete the repair. I raised my concerns about this and the lady rudely told me someone would call me after lunch to confirm the pick-up and schedule the repair. I called back after I did not hear from this person, and was told in a very short manner the person would call back later. I still did not hear back and my phone calls to SSI went unanswered. I called HSA and tried to speak with a supervisor, but was only able to leave a voicemail (which hasn’t yet been replied to).

The following Monday 7/20/15, after not being able to reach SSI again, I called HSA to complain. A polite man told me he made a note to a supervisor and to expect a call. That afternoon, I received a call from HSA saying they got a hold of SSI and that a man would be calling me soon to schedule the repair. This man did indeed call and scheduled the repair for that Wednesday 7/22/15.

The techs arrived within the allotted timeframe on Wednesday 7/22/15 but discovered the part did not fit. They said HSA ordered the wrong part and they’d need to order a new part.

It is now Friday 7/24/15 and I have not received any more updates. Again, section D.2 of the contract states they will repair or replace within 48 hours, and it has been so long that I am suspecting them of taking my money without the intention to deliver services.

I have a detailed call log between both HSA and their contractor Service Solutions, which I am willing to share. The call log documents the date, time, and contents of every call, including the multiple hours spent on hold.Desired Settlement: As a result of this hardship, I expect HSA to:

1) Complete the repair immediately.

2) Reimburse my initial $75 deductible and waive the additional $75 they require for the repair.

3) Approve a second opinion from a reputable HVAC service contractor of my recommendation in my area, per section D.2 of the warranty contract.

Business

Response:

HSA ordered the correct style and tonnage, however the height with this compressor to too tall to fit in the unit. HSA has contacted the vendor to assist in supplying the part as this will be a quicker remedy to this issue.

Business

Response:

HSA does apologize for the delay in the claim and will refund the homeowner the deductible as a service gesture for their inconvenience.

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,

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: I called HSA and told them of my plumbing issue. Having had a bad experience already with HSA, made sure I was as specific as I could possibly be (without being a subject matter expert on plumbing). They were confident it would be covered, since the issue was within the house, that being said, I proceeded...

The problem: Stoppage in downstairs toilet with water running out the bottom and on the floor.

The result: The company, came out (2 days later) and AS SOON as they walked the house and could not find an external access point, said they will "call HSA, but cant promise it will be covered (in other words, I was screwed). While one guy from 'Price Right Plumbing and Drain" was on the phone, his partner was collecting my $75. No sooner than they finish taking my credit card info, when I get the 'ol, "sorry, we cant help....we will not perform a traditional snake and HSA wont let us lift/move the toilet."

What an insult!! These guys rolled in and RIGHT OFF THE BAT, knew they would be collecting $75 and driving off (since HSA contracted/tasked them to do this job).

I was infuriated that HSA could leave me with a mess and water running from out the toilet AND a company could roll in, take my $75 and leave. But mind you, before they left, they did offer to snake for $350 out of MY pocket...Im thinking this is the greatest scam on earth. I want my money back!

Revdex.com: Unless they refund my $75, consider this case open and without resolution. spare me the back and forth emails. Assume no reply from me, equals non concurrence (unless it states they will refund my money).Desired Settlement: I want my $75 back

Business

Response:

The vendor stated that he could not route the line because there was not a clean out, which is why the claim was denied. The HSA contract clearly states under Interior Plumbing System: Not Covered: HSA is not responsible for installing a clean-out or pulling/re-setting a toilet to access a drain line stoppage; routing through roof vents is not covered. If the homeowner would like a second opinion, he can do so but it would be at his cost. HSA would be willing to review the second option and the claim at that time.

Review: Contacted the company on June 25/26th to report issue with downstairs air conditioning unit. Company proceeded to dispatch [redacted] for repairs on June 27th. Diagnosis from tech was compressor failure. Tech stated he would contact warranty company and proceed with further repairs.

Did not hear back from company following initial diagnosis. I again contacted HSA on July 8th to inquire what was causing the delay, allowing understanding for the 4th of July holiday. I was informed by [redacted] a supervisor that the service company was an, "email only" company and that the authorization request to proceed was emailed to someone who went on vacation and did not get any attention. Clearly an error on their part. She apologized and proceeded to get me assistance. I was also informed that the repair would incure two charges that the company would not pay for.

These were:

Coil cleaning: $75

Old compressor disposal: $75

Total out of pocket: $150

The company [redacted] once again was dispatched on Monday July 14th. The techs installed the new compressor to discover this did not solve the issue. They contacted their supervisor (Person named [redacted]) and they stated they would send another tech out on July 15th to do further investigation. They then requested the out of pocket charges totaling $150. I stated I would pay any out of pocket fees in full, however, I would not do so until the repair was completed in full. The techs on site again called their superior, ([redacted]) and then stated they would be forced to remove the new compressor and leave if I did not pay the fees. I told the techs to leave the old compressor until the repair was done and I would pay for the disposal of the unit and the cleaning fees the next day after the repair was completed. This was not acceptable and the techs cut the new compressor out of my air conditioning unit and departed.

I attemped at the same time this was occuring to contact [redacted] with HSA with no success. I called the general number and was routed to another supervisor. She stated there was nothing she could do and I need to wait to hear from [redacted]. I waited until late the following day, July 15th, with no contact. I called back and spoke with [redacted] again. She apologized for the issues and stated she would see what could be done. She then called me back as I was heading into a meeting and quoted that the tech would have to come back out re-install the compressor and proceed to do more testing which would most likely result in more fees. I asked what the cash out option would be and that it may be in my best interest at this point to invest in a replacement and she stated she would have to investigate further.

I attempted to reach [redacted] again on four seperate occasions the evening of the 15th and during the day of the 16th. After being unable to speak to her further I called back into the general number and was routed to a supervisor named [redacted] stated the same option [redacted] gave me. I again asked what the cash out option would be. After a total on hold of about 30 minutes she returned to tell me there would be no cash out option available. This was due to the fact that [redacted] had already visited my home installed the new unit as was due fees. My only option was to pay the $150 have them install the unit that clearly would not fix my issue and then pay more fees following more visits to my home.

At this point the fact that she stated the compressor had been ordered and installed and was NOT refundable. And that labor was due to [redacted] and the fact that I did not PAY for the compressor means they were justified in their actions by taking the new compressor. I dissagreed. The fees explained to me were again, $75 for the cleaning of the fins on my unit, and $75 for disposal of the old compressor. The same compressor that now sits in my garage. So my argument to [redacted] was the fees in question had nothing to do with the new compressor. I fully met my obiligation to HSA by paying my monthly fees for 6 years and 7 months. The new compressor was covered by this warranty and therefore was my property. They should have had no right to remove the unit based on two small fees that did not apply to the unit in any way once it was installed. Again I have to state I did NOT refuse to pay the fees. I only stated the fees would be paid IN FULL once the repair was complete. Again [redacted] stated the unit was not mine, it was HSA they paid for it. Again I stated no, I pay for the service, the unit was covered by the service and therefore was indeed my unit. I then stated if there was no cash option that the new compressor should be delivered to my home. She stated this could not be done due to liability. I then stated give me the cash option for the repair and the unit. She put me on hold and again dissapeard. After holding for several more minutes I hung up to leave work. [redacted] called back to offer a solution that stated if I wanted to call another service provider and pay them seperatly for the repair they would release the unit to them.

At this point I have already taken care of my own issue. I feel I am owed the cash out option for this repair. I do not expect the money for a replacement, or even a full repair, but I also do not feel I should be penalized for [redacted] poor decision by taking the new compressor and leaving. I hope we can settle this dispute reasonably and avoid escalation.Desired Settlement: I should be provided the cash out option for an air conditioner repair from HSA. This should be estimated between $900 and $1,000.

Business

Response:

A supervisor will be contracting the homeowner for additional information

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.

Review: HSA refuses to authorize and repair my HVAC system per the home warranty.

on 28 May 2015 our HVAC system was not working

on 29 May 2015 called HSA to report the issue and to see if it was covered. They stated yes

was told a company would contact me. and never did

on 29 May 2015 I had a independent HVAC come and look at the system. He stated the was a leak and he would need authorization to work on it. he charged me $235 to recharge the system.

31May 2015 called HSA they stated they would get another company out to look at the system.

2 June 2015 received a called from ASR HVAC representing HSA. They come out on 3june2015 looked at the system and found the leak. Stated they would need authorization from HSA to continue with repair.

HSA called me to inform me I would have to pay $800 dollars for them to authorize the work. Because they stated they would be modifying the system. Which modification is not covered under warranty.

The service tech I spoke would stated the part for the system was under warranty and they just need to order it and replace the part. I paid $75 to ASR for the deductable per the warranty

HSA is scamming me and refusing to fix the work or authorize unless I pay themDesired Settlement: I want HSA to honor the warranty agreement and repair my HVAC

Business

Response:

Even though the evaporator coil is still under manufacturer's warranty, there are installation modifications and the evacuation and recovery needed for this warranted item and are not covered under the HSA warranty.

Consumer

Response:

Review: We bought our home in December 2014 that came with a home owner's warranty, which incluede the air conditioning unit. We discovered that the home was not cooling and we contacted HSA home warranty that there may be something wrong with the air conditioning unit. After three days of them postponing authorization for a service technician to inspect the unit, the finally agreed for us to contact a technician. The technician found the problem and contatact HSA Home Warranty. They replyed by declining to pay for the cost of repairs or replacement as per the contract without SPECIFICALLY stating why they declined to pay other than a VAGUE reference to the contract that does not specify why they were declining to cover the cost.Desired Settlement: To either replace or repair the air conditioning unit as the claimed in their contract.

Business

Response:

The licensed technician found that the contactor/disconnect failure was due a large power surge. The contactor/disconnect was melted and that is not a normal wear and tear failure. Per the contract, on page 5, number 6. Limitations of Liability: Excessive or inadequate water pressure, electrical surge, excessive or inadequate voltage, electrical currents artificially generated or inadequate amperage, water entry along the service cable. The denial of the claim stands.

Consumer

Response:

Review: Very rude on the phone. On hold for an hour any time we call. Failure to respond and fix AC in a timely manner.

We out our house up for sale and received the HSA Home Warranty. We started having issues with our upstairs AC. We called and the repair came out. Then they had to call HSA to get validation to repair. They did a repair but within a week the AC was not working. The repair service came back and determined the real repair needed. HSA has not authorized the repair and we are almost a week into the issue. We live in AZ the highs are 105+ and the downstairs AC can't keep up. Mt family is burning up with no AC. When my wife called the Customer Service person had her in tears because she was rude and very unaccommodating. It solved nothing. We heard the same thing from the AC Repair company as well. My wife called back today and the next person was rude and said he would follow up with repair company. He left a message and still did not give them the answer they needed. Meanwhile no AC. This has to be the WORST service I have every received from anyone. I have never filed a Revdex.com complaint until now. I have notified my realtor who works for a very large national firm and advised them to drop this company if this is how they treat customers. I get your sole purpose is to make money, and I am sure you, but you are an insurance company and guess what, sometimes you have to pay out, that is the risk you assume. Get over it. If this is not resolved I will be seeking legal action.Desired Settlement: I ma sure by the time anyone reads this at all, it will be resolved, or at least I hope. If not, expect to hear my lawyer. They need to authorize the repair. If they caused my downstairs AC to go out, I expect them to repair that as well.

Business

Response:

HSA apologizes for the inconvenience this has caused the homeowner. The equipment was order on 6/9/15 and the vendor was given the necessary information for pickup of the unit. HSA is refunding the homeowner the $75 deductible as service gesture due to delays and equipment issues. The check will be mailed on 6/11/15.

Consumer

Response:

Review: I have a home warranty with HSA that came with the house we just purchased. Our upstairs AC went out LAST Wednesday June 16 and I called and filed a claim. They gave me a name of a contractor and said they would contact me or I can try to contact them. I tried all day Thursday and never reached this contractor so I called HSA and was on hold 25 minutes before talking with someone who said she would try to reach the contractor and put me on hold. She came back and said she had reached him and he would be out Friday. I asked what number she reached him at, and it was the same one I had been calling and leaving messages for and never got a response. so Friday I call the contractor and asked when he would be here and he said the afternoon. He showed up, said our AC is done and we need a new one and he would put all the info in the computer and HSA would contact me. I called HSA yesterday, was on hold for 35 minutes before I was told the contractor hadn't called in a diagnosis and that she could call him. She did and he told her he would call back that afternoon with all the info. Well that was yesterday and now is Tuesday and I still haven't heard from HSA. I called them today and waited for 20 minutes, spoke to a lady who said they were still waiting on a diagnosis from the contractor and that she would transfer me to someone to help me because I asked to speak to a supervisor. THen when she did that, I was on hold FOR AN HOUR AND 10 MINUTES and I finally hung up! Tomorrow it will be a week without an AC upstairs where our bedrooms are. I want this resolved ASAP. I don't know how this company is in business. Its not just the contractor who hasn't called, its the ridiculous wait times to speak to anyone at this company and when you do reach them, you are told there is nothing they can do!!Desired Settlement: Call me asap with approval for a new unit and get a new contractor out here to do the work.

Business

Response:

HSA is contacting the vendor to obtain the needed information to proceed with the claim and will call the homeowner will status.

Consumer

Response:

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 been with the HSA Home Warranty for two years, for the first year I have a problems with my roof and submitted a claim for it, send the invoice via email as this is one of the options for submitting because I did not choose the preferred providers. I like it because it is convenient and I have proof that they have received it. I receive my reimbursement via mail after few weeks. but this year I have submitted claims on 1) water heater 2) furnace and 3) central air -submitted the invoices via email as what I did before. waited for weeks and did not hear from them. emailed them about it and they emailed me back stating at the end of our correspondence that they can not do anything about it because my contract expired already, despite telling them that all of this problem was when the contract is still active. I should get my reimbursement for the three separate claims.

Business

Response:

Per the HSA contract, on page 3, under Customer Service section, HSA shall not be liable for a “Loss” unless notice is given to HSA prior to the expiration of your coverage and the reported “Operational Failure” is professionally diagnosed and the diagnosis is reported to HSA within 15 days after the expiration of your coverage, regardless of when the “Operational Failure” occurred. Since HSA did not receive the diagnosis within 15 days of the expiration date, these claims are denied per the terms and conditions of the contract.

Consumer

Response:

Review: I have called this company on no less than 4 occasions for the exact same warranty issue for a non working microwave oven. I paid the deductible 3+ times and the issue remains unresolved? the microwave is now burning hot while NOT being turned on. the past control boards burnt out and it appears the same issue has reoccurred. they sent the very same service techs out each time. they concurred it was the very same issue each time yet charged me the deductible every time. an ow, I called yet again for this issue only to be told by the woman answering the phone that it is likely NOT the same issue. I was unable that she was a service technician herself.

In the past, parts were ordered and delivered to my home. I had to take off of work for both the repair date and for the part delivery dates. then, was told to "install the part myself". In attempting to do so, the glass turntable and support ring fell out and broke. Replacement for these parts is over $100.00 & the service company and the warranty company will NOT assume the cost responsibility.

Now HSA will not use the same service provider however, the company I was referred to will not resolve the service issue and has not called me back.

I asked the warranty company to refund the repeated deductibles but they keep telling me that someone else in the company must approve the refund. No one has done so. the company fails to follow up to see if anything was resolved.Desired Settlement: refund my deductibles, get a company to replace the defective microwave which they have spent over $1,000 in repairs and deductibles thus far for a 2006 microwave oven. ANSWER and resolve customer concerns in a timely manner. AND, answer the phone in a timely manner so customers can get resolution for their warranty issues!

Business

Response:

The first claim for the microwave was filed on 4/8/15 and the cupler and smart board were replaced and the deductible was paid by the homeowner. The next claim was for the microwave was filed on 5/4/15 as a potential recall and the deductible was not paid and replaced the smart board. On 11/2/15, a claim for the microwave was filed. Potential recall claims have to be filed with 30 days for labor or 90 days for parts and the 11/22015 claim is outside those parameters. The deductible for the 11/2/15 claim would be due.

Consumer

Response:

These are not the only service dates. Further when I told them this was a recurring issue and that parts were sent to my home for me to install after the fact which resulted in further damages, they were unconcerned. They told me one of the deductibles would be credited and never did so. They also referred me to a different service Co stating the 1st had many issues but the one they referred to never called me back. I could have just bought and installed a new unit for this cost. They also don't care that this problem caused the oven to heat up potentially causing a fire. I want the unit repaired or replaced and my deductible refunded. Also, perhaps an apology for the on going issues and rude handling of the problem. They have still not contacted me to fix the issue.

Business

Response:

HSA is referring the homeowner to GE for the service call on the claim and they can be reached at ###-###-####. Please give them the tracking number of [redacted]. There would be another deductible due as the current claim is past the 30 days for labor and 90 days for parts for a potential recall.

Review: We have been attempting to have our air-conditioner/heater fixed for months. HSA approves fix and vendor never fixed issue. We get added service charge for the same fix. HSA has had unusually high call volume for the past 5 months (yes months) hold times often exceed an hour and it is difficult to get anyone on the phone to help. When escalated I was confronted with a pretty aggressive defensive person. We have requested another vendor and said it was approved but they had the same vendor come out again. There is a sensor error clearly indicated on our digital thermostat. We were originally old part was on order and would be installed once received. Now we are told this was not the issue and the part was never replaced. We have moved our animals downstairs because it gets so hot when it malfunctions. Then never ending calls to HSA and they say we need to call vendor who charges again and does not fix issue.Desired Settlement: For our air conditioner to cool our children's bed rooms and not have a sensor error and shut down everyday. I think this is going to be a heating issue also. I researched online and the people who have had their sensor error fixed had the sensors checked for errors and replaced. Bottom line we want the added copay refunded (we should not be paying for an issue that has not been fixed) and the air conditioner fixed. The vendor [redacted] came Friday "reprogrammed the thermostat" I told him this is the same fix they have done multiple times and that it would not work. Same sensor error occurred today and since it is the weekend they will not come out until Monday. We have been paying for warranty and even upgraded to a higher level to ensure service. Thanks [redacted]

Business

Response:

HSA has dispatched a different vendor for a second opinion and the waive the deductible. The vendor is Fast Response and this number ###-###-####. If the homeowner does not hear from them, they shoud call the vendor directly to schedule the servce call.

Consumer

Response:

HSA did give us another vendor, I did call them and a tech came out.· He reprogramed our thermostat and went as far as putting the companies telephone number in the thermostat when a problem comes up.· He said that there are numerous sensors that will need to be checked and set up our thermostat to ignore the outdoor sensor (which we think may be bad)· He asked for us to call them back in a few days whether unit failed or not (if it did not fail then it would be outside sensor)· Unit failed again I called the vendor and they said they do not work on carrier airconditioners and would not come back out.· I tried to call HSA but was on-hold for 1.5 hours and had to catch a flight. I went through their on-line site and they assigned the same (first) vendor who has not been able to diagnose issue.So the second vendor seemed like the tech understood the issue. He also said the first vendor did not put the cover on properly when they left. But… I know have their number programed into our thermostat, the thermostat is programmed to ignore one of the sensors designed for our unit and we still have the same issue. And we are charged for the HSA warranty. I will say that their appliance vendor (sears) is great and has helped fix our dishwasher. They should use Sears for AC warranty.The solution I see that they had is to call the second vendor who will not work on our unit’s brand. We would like a vendor who installs and services carrier units to fix our broken system.Thanks[redacted] ###-###-####.

Business

Response:

HSA has confirmed with [redacted] of [redacted] that they do service and repair Carrier units. HSA has dispatched them and they will call the homeowner to schedule the service call. For the homeowner's record their number ###-###-####. If the homeowner does not hear from them in a couple of hours, please call them directly to schedule the service call.

Review: I had purchased a new home that had an HSA warranty attached to it. One month after we purchased our home, we found out that the furnace needed to be replaced. So, we called up HSA and started their process. The first step was to bring out one of their representatives from their own HVAC company. I was informed that this cost them $195, and our deductible was $75, meaning they covered the remaining $120. After bringing them out, which took over a week (all their advertising, literature, and contracts state they would be out within 48 hours), it still took them almost another week to offer a resolution on the issue.

Since they would only replace what was in the house, and we wanted to upgrade to the high efficiency furnace (which we were going to pay for), we decided to take the cash option. We decided this after a previous phone call to HSA (where I waited on hold for 45 minutes) where I was informed that our cash buyout would be approximately $480. When I went to follow up with HSA to inform them we were going to take the cash option, they stated that there was $120 in outstanding labor from the initial diagnosis visit that was going to be deducted from the $480; as a result, they would only remit $360.

Now, it was explicitly stated to me that they would offer the cash portion for the cost of the unit ($360) and the labor to install the actual unit ($120). They stated that since we were going to take the cash they needed to cover the $120 from the previous visit, which was NOT part of the installation. I explained to them that this was not what was told to me, nor is this stated anywhere in the contract. This makes no sense whatsoever. The whole point of a deductible is so you don't have to cover the entire cost. Why would I ever be responsible for the other half of that charge AND it doesn't even relate to services performed to INSTALL the furnace. I've asked for written documentation of where this is at, because there is nothing listed on anything that I signed. It was not provided.

It has been an absolute displeasure to deal with this company. The horrible wait times, slow turn around, and just overall terrible experience lead me to want to tell everyone to run far, far away from this company.Desired Settlement: Honor the buyout with the original amount we discussed, without holding for unrelated labor charges that are supposed to be covered by a deductible.

Business

Response:

HSA will reimburse the homeowner the $75 deductible and that check will be mailed out on Monday, 11/23/15. The cashout amount that HSA approved is for $365.39 and HSA would need a copy of the paid receipt for reimbursement 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, if I will be receiving the $75 in addition to the approved cash out amount of $365.39 for a total of $440.39. Please remit the entire payment amount all at once. See attached the receipt.

Regards,

Business

Response:

The reimbursement for the $75 deductible was mailed out today, 11/23/15 and in order for HSA to reimburse the homeowner the $365.39 they need a copy of the paid receipt. The one attached is for the $75 deductible.

Review: I have a home warranty with HSA about a year with an addition roof coverage. I had a small leak in the roof and called HSA to repair to issue. After Filing the claim, I had to call a vendor of my choosing for approval of HSA. My vendor fixed to problem then called HSA afterward for payment. HSA denied the claim after the vendor explain the causes of the leak on the roof. They asked to vendor could it being a cause of act of God. The vendor said its hard to tell due to act of god happens everyday sun, rain, wind, and etc. They said that the cause of denying the claim. The vendor and I argue with HSA about the purpose of have the coverage. I had to pay to vendor out of pocket unexpectedlyDesired Settlement: Claim denied and had to pay the vendor

Business

Response:

HSA did receive the diagnosis from the service provider in regards to the roof claim. It was reported to HSA that the cause of the leak was to wind and hail damage. HSA's contract only covers for roof leaks due to normal wear and tear failures and specifically excludes failures due to: damages done by ice, mud, snow or wind and any acts of God; secondary damage from any type of leak of leak or re-reroofing of the residence; chimneys, gutters or downspouts, skylight or skylight flashing repairs for leaks or any other damage. Per # 14 Roof Leaks and the terms and conditions of the customers contract. Thank you

My real-estate agent in Duluth, Minnesota, puts a Home Security of America warranty on every house she sells. I wondered whether kickbacks are involved, but since she made the seller pay the $445 fee, I didn't say anything.

The first winter I owned the house, my concrete front stoop began to crumble. By May, the holes were as big as grapefruits, and I filed a claim. I called masons to give me a proposal for repair or replacement, and both said I also had a crack in my foundation and needed that repaired, too.

Long story short, I found out both those guys were crooked, that every decent mason in Duluth was booked for the entire summer and that the foundation cracks are cosmetic.

Meanwhile, my warranty expired, but I thought I was okay because I had filed a claim before it expired. Finally I got someone to build a new landing, and I called the adjuster as required.

He said that since my warranty expired, I was out of luck. I said I wasn't able to get anyone to do the work and couldn't call because I didn't know what I needed or what it would cost. He said I should have had one of the crooks call with those details!

So this warranty was just $445 into the pockets of Home Security of America (and maybe my real-estate agent; hard to tell). But it's totally worthless for the consumer.