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Home Security of America, Inc.

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Reviews Home Security of America, Inc.

Home Security of America, Inc. Reviews (2068)

Review: In May of 2014 I contacted HSA whom I purchased a home warranty from regarding having no hot water, HSA sent their preferred people to come out and service my tank to find the issue, I paid my 70 dollar deductible they concluded that it was the dip tube that rusted and deteriorated off so they replaced the dip tube, and left the old dip tube sitting in my tank to deteriorate, they said it wouldn't hurt it, now in November about 5 months after the repairs were complete I have Orange water and rust coming out of my pipes, I called again and they sent out another plumber and PAID ANOTHER 70 DOLLARS who determined the source was my hot water heater there was sediment and rusting from the bottom... I have copper pipes so it wouldn't be anything else said HSAs preferred plumber.. HSA then called me and said that my hot water heater needs replaced, but it is going to cost me 450 on top of the 70 dollars that I already paid them for a new hot water heater... I have gotten other plumbers and professionals to take a look at my situation and they said that I shouldn't need to do any modifications or pay out of pocket and everything is up to code and copasetic.. They said that they would give me two options either I pay 450 dollars for a new hot water heater or I take a cash out, in which I could front thousands of dollars and then send them an invoice and they could determine if they would honor it.

I don't have large amounts of money to front for the repairs when it should have been fixed right in the first place, hence this is why I have a warranty in place if something goes wrong I'm covered, they took my money when I bought my house, then they took my money again both times and nothing has been done, I have rusty water now, and I'm out money, its not fixed and they are telling me that I have to pay 450 dollars more than my deducible to get it replaced... this isn't right they are just taking peoples hard earned money and breeching contacts and cheating them out of their money.Desired Settlement: I want a new hot water heater to replace the one that was messed up during the first repair, and 70 dollars out of the 140 of the 2 deductibles I've already paid this year...

Business

Response:

The non-covered charges are for a pressure reducing valve for the main city water supply (which there is not one currently in place) for $300, modification to the water line to the tank for $100 and the disposal of the old tank for $50. All of these charges are not covered per the terms and conditions of the contract. If the homeowner would like a service provider other than the HSA preferred vendor, he can take the cash out option. The homeowner has already been advised of his options.

Business

Response:

The $170.00 is for non-covered charges and HSA would not have paid for them. Again, HSA has gone above and beyond trying to come to a resolution with the homeowner and considers this matter closed.

Consumer

Response:

Review: Our gas burner has been stuck on for 8 days. We contacted HSA a week ago about this issue. We were told to contact Sears. Sears told us they could not come until Aug 17th. My husband called HSA to notify them that this was not acceptable. They told my husband they would find someone in 24hrs. After waiting 48hrs will no return call, we called them again. We were told they did not have time to find someone and that we should find someone on our own. I do not feel comfortable paying for service up front with the possibility of HSA reimbursing us if it was approved. I called them today to let them know that we would prefer they find someone to fix stove and they said they already tried and could not find anyone and told us we would have to find someone on our own. When I asked them who they attempted to call, they said they could not give me that information. I asked to speak with a supervisor three times from 12:30 to 4:30. I have yet to receive a call back even though the outgoing message states that they will return call the same business day as long as you call before 5pm. There are four people living in this house with no stove, no oven and he gas has been turned off for a week!Desired Settlement: I would like them to call a screened service repairman as stated in their literature and have this stove fixed as soon as possible

Business

Response:

On 7/29/15, a supervisor attempted to call the homeowner and it just rang with no option to leave a message. HSA has researched Frigidaire's website for authorized repair companies and has located one. A supervisor is calling the homeowner to give them this information.

Review: Had my furnace repaired and under their warranty , they are to reimburse me for to cost minus $75. bill was close to $500. for 2 months, been getting the run a around. said they contacted contractor, and are waiting for response. (3/11/16. I called contractor says has not heard from them. called HSA. on 3/22/1016 put on hold for 3hrs. talked to 3 different people that just ran me in a circle. saying there having problems with computers. won't transfer you to supervisor. looked them up on Yelp wed site and at least 30 complaints having to same trouble as I am having. called the FBI about this company they told me to contact Revdex.com and the Federal Trade Commission. would like your help in getting my reinbursment from this Company.Desired Settlement: Receive my reimbursement.

Business

Response:

HSA apologizes for the customers claim experience. HSA has tried multiple times to obtain the diagnosis in reference to this claim from the service provider. To date HSA has been unable to proceed with the claim to determine any cover age an or any form of reimbursement until the technician has called in to HSA. They may call ###-###-####. Thank you.

We bought our house and it came with this warranty. We used it once before. The hold times to schedule a repair are ridiculous for any business in this day and age. The technician was fine and did a good job. We are attempting to use this warranty once more for a leaky refrigerator. I was on hold for 21 minutes before anyone answered. I read them my contract number directly from their own letterhead. The receptionist said she couldn't find our contract so she transferred me to someone else. She didn't ask me to repeat it and I didn't get a chance to repeat it she moved so fast. That was 12 minutes ago....still on hold and it's now been almost an hour. Do not EVER use this company. They should be ashamed for the way they perform "customer service".

Review: Home warranty was called Tuesday 03/29/16for a water heater leaking. They dispatched a company. The company only came on 03/31/16. They claimed that the water heater needed to be replaced. The company could witness the emergency and the fact that the leak could not be stopped and it was damaging the walls. The following day the tenant called to follow up on the replacement and the company could not give a date. I had a to call myself today to follow up and I was told that it would be replaced with no date again. There is a water damage and this situation should have been treated as an emergency. The home warranty is rejecting any liability about the water damage saying that this is not included in their policy. Now this water damage is obviously a lack of follow up on their part. Also I learnt that HSA Has the part manufactured to lower their costs. The problem in this situation is that we have to wait for the water heater to be shipped to the plumbing company, causing huge delays... I am hiring a company to dry the water damage and the cost my go up to $1000.Desired Settlement: We want the reimbursement for the dry out cost.

Business

Response:

HSA apologizes for the customers experience in the claim process. The contract does not cover for secondary damages and or water damages. The customer would need to contact their homeowners insurance for resolution. Thank you

Review: On July 13, 2015, I called the HSA at 11:35 a.m. to report that my air conditioning unit was not functioning properly. There was ice on the line outside, leading into the unit in the house and water was dripping down the furnace outside onto the basement floor. HSA gave me only one option for a repair service ([redacted] operating out of [redacted]) OR choose my own vendor, pay all costs up front, and they would determine if any reimbursement was in order. I decided to not risk that and went ahead and contacted the suggested service place. That afternoon, I spoke with the representative for [redacted] agreeing on a 9am July 15th service time. [redacted] arrived at 5:15pm on July 15th. Immediately the service representative decided that he could not properly diagnose the problem as the fan was not functioning as it should be so a control panel would need to be ordered as well as a new thermostat as the buttons on the thermostat were not consistent with an auto/on function. So I call on July 20th to see if the parts were in. Nope. July 22nd it finally came in. The representative from [redacted] called at 2:30 to see if I would be around later that afternoon. Otherwise he would not be in until the following Monday. I rearranged my schedule and he showed up around 4:30 on July 22nd. He replaced the control unit and the thermostat. He said everything would be great. On Friday July 24th, I set the air to run so that when I return home later that day, the house will be cooled. Huh. Not cooled. Go outside. Line frozen I call HSA again at 9:18pm as soon as I found the iced line. I was on hold for approximately 40 minutes. After being transferred once and deciding another company should be sent out, we discussed the $100 deductible. I was told the repair would be in "recall" status. To my understanding that would mean the part(s) replaced, if found faulty would mean I would not have to pay a deductible. My argument is, why would I pay another $100 deductible when the original complaint was never addressed. Notes were taken and order was put out to a new company, [redacted]. The appointment was set up for July 29th in the evening, but at 8:45pm I was told the tech could not make it out. He came the next morning at 9:20am and discovered WHAT I WAS SAYING ALL ALONG--that the coolant was low. I called HSA while he was here to discuss the deductible as it had not been waived. I was on the phone on July 30 from 9:25 until 10:42. I talked with two different people. The second one told be that the fee would not be waived because it dealt with a different part of the unit.

Here is where I would like to file the complaint. If I called because my cooling system was freezing up and it took two different service people to diagnose the original problem (low coolant), why am I being charged for two times when my original call was not even solved. This is terrible business practice. If I was calling with a NEW problem, I would agree to pay the two different deductibles, but NOTHING CHANGED THE FIRST TIME!!!Desired Settlement: Because you cannot replace the time my children have lost with me this summer dealing with sitting around waiting for your phone calls to be addressed and waiting for service technicians you choose to be disrespectful of our time, I am requesting my $100 be returned immediately.

If I have another problem with this cooling unit in the next 30 days, I also expect the service fees to be waived. Who honestly doesn't stand behind the quality of the technicians you send out. Disgraceful.

Business

Response:

The homeowner was reimbursed the second deductible on 7/31/15 and check was mailed out the same day.

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.]

We did in fact receive a response from HSA after contacting you. We greatly appreciate your help in resolving this issue and hope all future contact with HSA will be handled in a responsible business manner that is also fair to consumers.

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 had HSA for my home warranty for roughly a year and a half, my contract is good through the end of December 2014. I have tried to use them for service 5 times. Each time calling they would tell me that my address was listed as Las Vegas and I would tell them that it was incorrect and request them to change it to Logandale/Overton; up to yesterday 20140605 my address was still listed as Las Vegas. The first time I tried to use their service for my A/C unit I was told I must find my own contractor to have the repairs done due to the main company listed in my area not having any open service calls. I found a company and requested them to bill HSA directly since I didn't have the extra money to pay them (hence the reason I have a home warranty). The company agreed, fixed the unit and billed HSA. Roughly a month later I received a call from the service company stating that they had not been paid (HSA policy states payment with in 21 days). I called HSA and they stated they sent a check to me and it was returned because they sent it to my physical address when I had told them that was not my mailing address previously, but they would not document that. It took roughly 2 months of back and forth to get my service company paid and I can no longer use that company due to the unprofessionalism and untimely response time of HSA. My A/C broke again-this time I strongly disagreed to find my own company and still had to call to get their preferred company to come out. This company [redacted] continually sent out non-english speaking individuals that I could not communicate with properly. I called HSA and [redacted] to request only English speaking employees to come to my home and was told that their employees speak English just fine and that HSA could not do anything for me. The next time I required HSA assistance was for my cook top that would not function. I ended up paying my deductible to the company for the guy to tell me that I had to hire an electrician...I thought I was being sent an electrician? I ended up fixing the issue myself and due to me not being a liscensed contractor I do not get reimbursed for parts/labor. All these items happened last year (2013). This year as the weather started heating up I noticed my A/C unit was again not working properly. My electric fan motor had gone out. Again I tried to use HSA services and was told again that I had to find my own contractor. I then told the individual that I would not do that and to please call me when they had found a company to come out to my property for service. The girl I spoke with stated that she would check daily for a company since [redacted] was no longer their preferred service provider. I called a week later to check status and received no information. I waited for a month and still received no return calls. I bought the part on my own and fixed my A/C unit. I have been told I will not get reimbursed for parts/labor since I am not a liscensed contractor. My hot water heater started leaking Tuesday night [redacted]). I called HSA around 2030, was on hold for over 30 minutes so I used their automated system to leave a message. The message states I would receive a return call with in 3 business hours on the next day. I called HSA aound 1300 the next day after receiving no calls and was told I once again had preferred access to find my own company. I stated that I would not do that as I have had numerous issues in the past. They have me the number for their preferred company, I called and left a message with their ansering service. By noon the next day I again called the service provider, [redacted], and was told they would not do anything until HSA filed a service request. I called HSA, they called [redacted] and told me to call them again and set up my appointment. I called [redacted], they again stated they would not do anything until HSA filed a servie request. I called HSA and finally got someone to file a service request. A few hours later I received a call from HSA stating that [redacted] does not service my area. I asked who does service my area and was told that no one is coming up in their system. I then requested to speak with a supervisor/manager because I would like a full refund. I was told I would not receive a refund. Only once I send written notice will they cancel my warranty and refund what is left for the year. I do not feel this is fair as they do not have anyone under contract to service my area. If there is no one to service my area how can they legally take payment from me for a service that I will not receive and/or have to jump through hoops and pay out of my own pocket for a service that I pay HSA for?Desired Settlement: I would like a full refund for the 2014 year contract. I have not received any services from HSA and have had to do all repairs on my own, out of my own pocket and will not be reimbursed for these repairs.

Business

Response:

HSA apologizes for the inconvenience the homeowner has experienced with their claims. It does state in the contract on page 4, number 2, "If HSA cannot provide a contractor for you, HSA will approve the use of a contractor outside of its network." HSA would need to speak with the technician prior to any repairs are done to determine the coverage under the warranty. On an approved claim, if the vendor is not willing to bill HSA, HSA would reimburse the homeowner less the deductible.

HSA cannot refund the entire year, but can prorate the refund for the homeowner.

I had my air conditioning go out over a week ago. Contacted HSA and they did get a company in contact with me. The company came out and diagnosed the problem .. since then, I have not had any response from HSA .. the contractor has submitted paperwork twice. I have been sitting on hold with HSA for hours ... their response is horrible. One agent claimed they had much more volume this summer, however, I happen to know they had the same problem last summer when I had AC problems. They are ill-prepared and don't seem to want to improve their processes to help the customer. I will be cancelling my contract with them and will be sure that everyone I know, including realtors, know this is not a company to do business with.

HORRIBLE customer service. I waited on hold for 5 hours before speaking with a real person.

Review: I have filed a claim with HSA for a broken and leaking evaporator coil in my air conditioner. I was told I could talk to authorization department about using my own contractor to fix the issue and HSA would advise what reimbursement they would provide, and I would be responsible for the rest - which is fine. I've spent over 4.5 hours collectively on hold waiting to talk to someone from authorization. I also filed an online request for assistance and gave my cell number for a return call when they had time, but that was 2 days ago and I've heard nothing. I have two small children and can't afford to not have air conditioning if this coil completely ruptures while I spend a week trying to talk to someone at HSA. This is Claim # [redacted]Desired Settlement: I just want someone to call me back or pick up the call on hold so I can get the process started to repair this coil.

Business

Response:

HSA apologizes for the long hold times. HSA spoke with homeowner and advised of reimbursement procedures.

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 noticed water leaking from my furnace, so I contacted HSA which they directed me to one of their contractors. The contractor, [redacted], arrived on time and diagnosed the problem to be the collector box, which is dropping water directly onto the motor. The contractor contacted HSA, immediately I received a call from HSA employee [redacted] and was abruptly told that the warranty does not cover that specific part I asked why not and she had NO answer, just stated that the contract, which I NEVER received, outlined that the collector box is not covered. They claim this contract was sent in the mail but have no record of me every receiving it. I asked her being the water is dripping onto the motor, if the motor fails is that covered. She once again said no because the reason for the motor failure is from the collector box, which they do not cover (secondary damage). So basically if they do not cover a particular part and that part causes other issues HSA will not cover ANY effected parts! I then spoke with her manager [redacted] extension [redacted], who also confirmed what I was told is true. I asked him what parts do they cover and the bottom line is they cover NOTHING! This company did nothing but scam me out of money and the only service they provide is to give the home owner the “feel good” of a warranty without the service of a true warranty. This company should be shut down for all it does is collect people’s money and provides no service! The Revdex.com needs to seriously look into their practice and listen to the people who have been scammed out of money and file a class action lawsuit. The contract that they provide is written to protect them from approving any claims. Their contract should be fully explained to prospective buyers before they purchase it because the contract basically states section F line 18. “Items listed as not covered are intended as examples of the types of items excluded from warranty coverage. They are not completely inclusive of all systems and appliances excluded from warranty coverage. “, which means they can at their discretion deny a claim! This is not acceptable and their contract needs to outline EXACTLY what is and what is not covered. This is a false sense of security company that needs to be shut down.Desired Settlement: I would like my contract cancelled, the remainder of 4 months reimbursed which would total $140 and my $75 dollars refunded for the "service call" refunded on the basis the contract was never full explained nor provided and their clause F 18, allows them to deny a claim for any reason the see fit.

Business

Response:

The contract was mailed to the homeowner at the property address on 9/30/13, which was a few days after the home closed. HSA cannot be responsible for whether or not the contract was delivered by the post office, once it leaves HSA. The contract clearly states that collector box and secondary damage are not covered. The contract covers mechanical failures due to normal wear and tear, and a collector box (which is not a covered component) leaking water into the motor is not normal wear and tear. The HSA contract covers many items in a home, but the contract cannot cover everything inside a home or the premium would too costly for the homeowner to afford. Although HSA could not assist the homeowner with this particular claim, HSA looks forward to assisting the homeowner with future claims. The contract is a non-cancellable contract during the contract period and has been remailed to the property address for the homeowner to review.

Business

Response:

After several responses, HSA will make an exception to approve the cancellation of the contract as of 3/12/14, the date the denied claim was filed. A cancellation letter has been emailed to the homeowner to sign and return for the refund to be released to homeowner. HSA will not refund the $75 deductible as that coversthe trade call fee for the vendor.

Consumer

Response:

Review: In July 2015 we were experiencing problems with our air conditioner leaking and not running properly. HSA dispatched one of their approved vendor-contractors to make the repair. The HSA approved vendor-contractor identified that the A/C unit was indeed leaking, had frozen and was in need of a line cleaning and refrigerant. Upon speaking with the HSA approved vendor-contractor the line cleaning and refrigerant were the extent to which HSA would allow them to repair even though this may not completely solve the problem. Approximately 15-20 days later we observed that the A/C unit was continuing to leak and not run properly and a second call was made to HSA in follow-up to the first repair apparently not solving the problem. We never received any follow-up from HSA or an HSA vendor-contractor in response to this second inquiry. During the last week of September 2015, our furnace stopped working. Because of HSA's unreliable service, our family contracted with a third-party Heating and Cooling contractor to visit our home and diagnosis the issue. This Heating and Cooling contractor advised us that because the A/C repair was not done adequately in the Summer of 2015, the A/C unit continued to have problems and stated that there is clear evidence that water from the A/C unit has leaked into the furnace damaging the furnace's control board, draft enduser and pressure switch. We were advised that all three items - control board, draft enduser and pressure switch need to be replaced. I then communicated this to HSA and they approved an out of network claim so I could use the third-party Heating and Cooling contractor that I had at my home diagnosing the problem. The Heating and Cooling contractor communicated to HSA that it would cost $1,229.00 to repair and replace the control, draft enduser motor and pressure switch - this price includes parts, labor, tax, etc. Despite initially approving the out of network claim, HSA denied the claim stating that since there were signs of water stains on the parts to be replaced they do not cover water damage - despite the fact that had their HSA approved vendor-contractor been allowed to fix the A/C issue appropriately in July 2015 and had HSA or their HSA vendor-contractor called us back 15-20 days later after our second inquiry, we wouldn't have had this current furnace issue. HSA is putting the blame on the initial HSA vendor-contractor they sent to our home in July 2015, however, upon contacting this company, the HSA vendor-contractor from July 2015 is telling us this is a HSA issue. Further compounding this issue is that the third-party Heating and Cooling contractor that I had at home this afternoon advised us that a leak from the A/C unit could have sparked with the wires and boards in the furnace and our home could have been burned to the ground. HSA did not seem to care about this, nor the 5 lives that could have been potentially lost. Had HSA allowed the initial HSA approved vendor-contractor to better address the A/C issue in July 2015 and had they followed up to ensure a second contractor came to address the persistent leak when we called 15-20 after the initial attempted repair, we would not be having this current issue. HSA has denied all responsibility, even though, we their customers, have to use their approved vendor-contractors and now I have a furnace (that is less than a year old by the way) that does not work and an A/C unit that could potentially send my house up in flames. This is unacceptable.Desired Settlement: My desired outcome is that HSA pay the $1,229 to have the necessary parts replaced and repaired in my furnace - the control board, draft enduser motor and pressure switch. Further, I want HSA to do a thorough inspection of my A/C unit to ensure the leaks and issues of this summer do not repeat themselves. I have been advised by my third-party Heating and Cooling contractor that it may be necessary to replace the entire A/C system to avoid it having problems again - if not, the leaks will persist and then we will have the same furnace problems again in fall 2016. Thus, my desired outcome is (1) authorization and payment of $1,229 to have the furnace repaired; and (2) authorization and approval in writing from HSA to have the A/C unit replaced and installed at their expense so the same problems do not persist that have caused the current furnace issues.

Business

Response:

HSA would approve for the draft inducer assembly, control board and pressure switch to be replaced. However, HSA would adjust the pricing to what their affiliated vendor would charge for the same repairs. If homeowner would like to proceed with the repairs to the furnace, they can have their vendor complete the repairs and send in a paid invoice for reimbursement. Or the homeowner can have an HSA affiliated vendor dispatched to the home to reconfirm the failures and report what is needed for the repairs. The homeowner would need to let HSA know which option they decided on.

Consumer

Response:

I am writing this review for 2 reasons
1. Their customer service is terrible. Every time I called I was on hold for an hour or longer and when I finally talk to people they were unwilling to help or understand my complaint, offering no solution.
2. They will not cover my warranty claim because they felt that my plumbing wasn't properly installed
At no point did they ever provide me a contract to sign or breakdown of exclusions of the warranty. The first paperwork I received from them was on the day of my denial.
Pay them $500 for the warranty, $75 for their tech to come to the house, and because their opinion is that it isn't installed properly your claim in denied and you are out $575. Seems fishy to me. And on top of it they won't refund any of my money.
What a scam. Don't ever get a warranty from them. You will be better off saving the $575 and paying for the repairs out of your own pocket.
And I am not a complainer. I have never filed a complaint before...they were that horrrrrrrible to work with
Buyer beware

Review: On 8/18/2014 I placed a claim for an A/C issue with HSA Warranty, they sent out a technician from WI to IL to service my issue. The technician first identified the problem as being low refrigerant in the system. He refilled the unit and gave it a satisfactory check.

Less then 24 hours the unit went down again and this time I sustained water damage to my house from the evaporator coil freezing up and dripping through my ceiling and into my floors and into the attached garage.

I then called HSA again to send out a technician for the A/C leaking water from the unit in the attic. They sent out the same technician who then just went in to the attic and visually looked at the unit and came to the conclusion that it was just a clogged line. The technician never physically touched the unit to determine the issue.

After that technician left I called HSA and explained that I was going to need another technician to come out and reexamine the A/C unit due to the first technician not diagnosing the problem.

HSA agreed to send out another technician from a different company.

That technician came out and verified that the unit was low on refrigerant and that the condenser will need to be replace due to a leak. That was on 8/18/2014.

That would be the last I would hear from the technician until my heating unit went out and I place a service call to HSA to have it repaired. That call was on 12/10/2014.

Between that time frame I have placed numerous calls and emails to the company to get the issue resolved.

Not until 3/2014 did I discover that the new technician abandoned the job.

I have been in contact with HSA several times trying to resolve the issue and as of now I have been put through to a Supervisor named [redacted], who after one phone call has not returned or attempted to contact me about whats going on. I have left several messages asking for contact through email or phone.

I have reached out to a local A/C technician who is willing to complete the job. They gave HSA a quote and HSA will not honor the quote.

Now that the weather is breaking it is even more imperative that this gets resolved due to my wife and I have server asthma, and last year had to make several Dr. visits for treatments.Desired Settlement: I want HSA to fulfill their obligation to the contract and to pay the full quote from the technician I chose to finish the job that was started back on 8/18/2014, since not only (1), but (2) of their technicians failed to complete the job and caused damage to my property.

Business

Response:

HSA will have a supervisor contact the homeowner to discuss the claim.

Consumer

Response:

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.

Review: On 2/10 at 9am, I contacted HSA by phone, their recoding stated that I had a 20 minute wait, and I was encouraged to complete my claim via online services. I did so. I completed the form, documenting clearly that the reason for the claim was that my "gas line to my water heater was not up to code per the gas company" Originally, they dispatched, erroneously, [redacted] to my home, which does not service gas lines and they rejected the call. Then, [redacted] was discharged to my home. they stated they would be there on 2.11.15 between 10 and 2pm. They arrived late and I was not even contacted til about 2pm. The service man stated that the call was not covered and I was responsible for 75.00 service deductible. I contacted HSA and spoke with supervisor, [redacted], at 2:40pm on 2/11/15 and he stated that the 75.00 fee was not able to be credited. I explained that I, at HSA's recommendation, because they do not staff their phone lines adequately, I filed the claim online. He stated "our claims are not reviewed, when an online form is completed, we dispatch the appropriate company. I asked how they knew what company to dispatch if they don't review the claims. He said they only review the type, as in gasline, of claim, not the reason for it. He said, "had a representative spoke with you they would have told you that your claim was not covered" I asked if the 75.00 fee could be credited because the claim should have been rejected and if someone would have reviewed it, they would have told me it was not covered. [redacted] insisted that the claim would not be covered and suggested send it to a supervisory group to be reviewed. I have done that.Desired Settlement: Refund of 75.00 deductible fee, as nothing was done by HSA or J and A and the claim was not valid and should not have been accepted or service people be dispatched. The service man did nothing to the property and was not there but minutes, he told me what I had already documented to HSA that the gas line was out of code. I was already aware of such information.

Business

Response:

The $75 service fee is for the technician's time out to the home, whether or not the claim is approved. The technician still went out to the home and diagnosed the failure, and upon his diagnosis it was found that this is not covered under the contract.

Consumer

Response:

Review: An HSA Warranty was purchased for my new home. Had an air conditioning problem on Day #3 so called the below phone # on Tue AM, 4 Aug 15. Still have yet to receive a call back from the organization below or anyone else ref this claim eight days later. Filed an online inquiry for my issue with HSA Online with their auto reply assurance I'd receive a reply in 24-48 hours. Not word one received.

Name: PIEDMONT MECHANICAL CONTRACTORS, INC.

Phone: ###-###-####

Deductible: $75.00

Tracking No: 075-2421504-C01Desired Settlement: Want a refund of the $538.00 warranty. The aggravation and time wasted is not worth it. I wish I had checked the online complaints prior to the purchase.

Business

Response:

HSA cancelled the contract on and set a cancellation letter on 8/13/15 to the homeowner to be signed and returned. Once HSA receives the signed cancellation letter, the refund will be processed.

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 will be satisfactory to me once they process the refund. I have yet to receive any letter from HSA as of Thu, 20 Aug 15 so seven days to mail a letter to Georgia from Wisconsin gives me pause.

Regards,

this company is the most hateful rude and incompetent we had water line bust flood home and called them tues and wed waited on line 42 min and 38 min then no plumber till fri then denied hot water tank because bottom element must have been bad before their contract only bought home jan 1 then they say cannot refund money because of ohio law to me its a ripoff and should be closed for business in ohio

The home warranty is a joke. I have litterally been on the phone for hours as has my wife and contractor. Our Hot water heater went out and and we have been without hot water for a week. After filing a claim they have passed us around to different people on the phone each time being placed on hold for 45 minutes up to 2 hours. We were told that they do not have a service provider in our area Flint/Saginaw Michigan and we would have to find our own and that they must approve the contractor. We located a contractor who was willing to come that day. But the contractor was unable to waist hours on hold when trying to contact HSA. Now they are making the contractor jump through hoops. Once the contractor gives them a full report on the hot water heaters condition and age they will make a determination of what they will cover and what isn't covered at which time we will have to pay the contractor out if pocket along with a $75 deductible, then send then reciept back to HSA for approval/reimbursement. Meanwhile my mother in law in her 80's and our handicapped daughter along with the rest of us must take cold showers. I spoke with nearly everyone that they would pass me over to including supervisors. I think the public should be made aware that this company is absolutely not user friendly and could possibly be a fraud or scam. We are now one week without hot water, wow am I glad our furnace did not go out, as we would have all been dead from hyperthermia.

Review: Purchased a home in November, 2013 and included with it was a home warranty by HSA Home Warranty. After several hard rainstorms in late June 2014 and early July 2014 we realized we had a severe leak that was making water spots on the ceiling of our garage. We called several reputable roofing companies in the area, and decided to go with [redacted], Inc since their quote was the best price. After the work was completed and we paid the $395.00 bill, we realized this work was covered under the home warranty contract (see page 4, section 7). I called HSA Home Warranty less than 30 days after the work was completed, and opened up a claim, which I was told would be no problem getting reimbursed for. The claim agent had me email in all paperwork, and he said they would "work in reverse" to get this paid. About two weeks after I submitted the claim, I received a quick email from HSA Home Warranty stating they are denying the claim saying "the leak was not caused by normal wear". I would like to know what HSA Home Warranty considers normal roof wear to be compared to abnormal roof wear. It appears as though HSA Home Warranty is playing on words (or assumptions) to not pay out an obvious failure they cover in their contract.

Contract # [redacted]Desired Settlement: The repair cost $395.00. HSA Home Warranty deductible is $75.00. I would like a check sent for $320.00 to cover this repair cost.

**If I do not receive this check, I have Channel 5 in Cleveland, OH wanting to run a story on home warranties and how home warranty companies fail to meet up to their end of the deal.**

Business

Response:

On this roof claim, the technician stated that there were three shingles were blown off the roof. Per the HSA contract, on page 4, number 8. Roof Leak: NOT COVERED: condominium or townhouse roofs; leaking of an existing roof that has not been properly installed or attached; damage done by ice, mud, snow or wind and any acts of God; secondary damage from any type of leak or re-roofing of the residence; chimneys, gutters or downspouts, skylight or skylight flashing repairs for leaks or any other damage. Wind damage is not covered under the HSA contract. The roof /materials would need to be properly installed and the failure not caused acts of God and secondary damage.

Business

Response:

An authorization associate is contacting the service provider to obtain more information and the homeowner will be contacted once we have reviewed the claim.

Consumer

Response:

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Description: Home Warranty Plans, Insurance - Homeowners, Insurance Services, All Other Insurance Related Activities (NAICS: 524298)

Address: 921 Morreene Rd Ste 210, Durham, North Carolina, United States, 27705-4478

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