Home Security of America, Inc.

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: 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: 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 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

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: 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 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: 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.

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.

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: 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.

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.......

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 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: 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: 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: 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:

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!!!!

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.

Review: My wife and I began our first time home buying experience about 6 months before deciding on the home we both loved. Following all of the procedures outlined by the first time home buyer course we were required to take prior to financing, we had a home inspection performed. The main selling point of the house that we decided on, was that it was provided with a HSA Home Warranty. My wife and I put an offer on the house (for the asking price) and it was accepted. We closed on October 28th, and moved in about two weeks later. Throughout the first month and a half of our residence, everything was fine, until one day the furnace began making a loud noise. Following the procedure outlined in my HSA home warranty packet, I contacted the help line, and was prompted by a very friendly young lady who explained that normally they would send a service technician out, however there are none in my area. I thought this was strange, however she explained that I could choose a reputable company and the would pay all but my deductible ($75) for a covered repair. Once the technician arrived, he could hear the furnace from outside. Upon further inspection, the technician disassembled the bottom portion of the furnace and observed that the blower motor was loose. Apparently there was some form of a bracket that was no longer there, and the blower motor started getting loose and making noise. Due to the fact that my furnace is 27 years old, there are no longer parts available for it. The technician shored up the blower, and it was quite and seemed to be operating normally, however he also observed excessive soot build up. The technicians recommendation was to perform a carbon analysis to ensure that my wife and I were safe. Upon performing the analysis, the technician observed roughly 240 parts per million of carbon monoxide, and explained that anything above 100 parts per million was unsafe and life threatening. The company policy is that he must disable the furnace and tag it as unsafe. Following this procedure, I contacted the claims line and spoke with a young lady, who gathered all of my information. She then requested to speak with the service technician. As I stood there, I observed the interaction and what the technician explained to the young lady on the phone. She then requested to speak with me again. As I spoke with her again, she proceeded to give me mis-information about what the technician explained to her. I then explained to her that I just witnessed the entire conversation and that's not what was said. She then requested to speak with the service technician again, in which case he explained to her that I could have done nothing to prevent this and it was in no way shape or form at the fault of the home owner. In this situation, I was forced to take drastic measures and contact a loan agency in order to get a loan of $2,500, and then pay the remaining $600 out of pocket. The temperature outside is 6 degrees. My major concern, is that I purchased the home in the condition that it was in. They offered a warranty in the condition that it was in. Now, my furnace fails and they refuse to offer any assistance what so ever. After arranging to have the new furnace installed the following day, I contact a supervisor at the HSA and attempted to reconcile and request further assistance. The supervisor proceeded to stand by what was sad previously, however explained that if I send in my inspection papers, they will review the case further, in which case the claim would most likely still be denied based on a pre-existing condition. I paid money out of my pocket to perform the home inspection, and the furnace was operating as designed. Of course he recommended having a certified professional inspect the furnace, however in the event that that was performed, the claim would still be rejected based on a pre-existing condition. Once I confronted them about this, they explained that it is a good-faith warranty. So to summarize what my major concern is with this company, I would just like to say that it is un-ethical and un-fair to imply a warranty on certain components of a home that you cannot guarantee you will pay for if they fail. I feel extremely taken advantage of due to the fact that my wife and I as first time home buyers searched for 6 months and settled on a home with the assumed assurance of a home warranty. Two months after I moved in we had to take out a high interest loan and over draw our bank account to pay for a new furnace, due to a failure that was 100% completely out of our control.Desired Settlement: I am requesting re-imbursement for the amount of $3,235 for the emergency repairs.

Business

Response:

HSA has had another supervisor review this clam. Although the failure was present before the homeowner took possession of the property, the true failure was the safety switches had been disabled causing the unit to run improperly per manufacturers specifications. This falls into the category of improper installation/fault workmanship per section F, number 8 under the contract, which is not coverable. The homeowner was asked to send in the home inspection for review for potential coverage and the homeowner declined. The homeowner stated there was a comment on the home inspection by the inspector that the HVAC system needed to be inspected by a licensed HVAC technician and the homeowner indicated that he did not follow through with this recommendation. Therefore, HSA maintains the denial on the furnace claim.