Home Security of America, Inc.

Review: Last Wednesday August 26, my air conditioner stopped working. I called HSA and remained on hold for quite some time and when I finally spoke with them, they told me their company's technician could come the following Monday. Well I live in the south and temps have been in the upper 80's so after one miserable night, I called them again the next day and asked about their policy on reimbursement if I could get someone to come out sooner. They informed me that they do reimburse, but only what their company quotes them for the same services and parts and only after talking to whomever comes out. So I called several air conditioner companies and none of them wanted to deal with HSA but I figured if I had a tech out I could get him to talk to them. So I got someone to come out on the following day. He replaced the capacitor (?) and informed me that I needed refrigerant and that I had a leak and advised that I get a new system ( the one I have is 18 years old). He agreed to talk to HSA and we called them and had them on speaker. They basically wanted to ask him if whatever was wrong with the unit could've been caused by me. They even asked if it looked like a thing had been done to it within the last three years, because that's when we bought this house and originally acquired the warranty from the seller. He told them it was old and they gave him the go ahead to fix it. After a 350$ bill, the home was cool again that night. On Friday, HSA called to inform me that their vendor only charged $95 for the part , so I would be reimbursed that amount minus a $75 dollar charge for a service call. I had already paid Brothers $49 for their service call and they are in no way affiliated with HSA, so I was confused as to why I had to pay HSA a service call when no one from them had done anything! So they were only going to reimburse me $20! I was mad but I decided to wait and see what their guy said on Monday. So yesterday he was supposed to come between 12 & 2. At 2:30 they still weren't there so I called them and they said they were running late and would be here within a half hour and they were. He looked at it and said it was fixed correctly, he did not advise for me to get any coolant or confirm that there was a leak but he did tell me he did not like dealing with home warranty companies, especially HSA. Kind of funny coming from their company. Anyway, I paid him his $75 fee and he left. Today I called HSA and remained on hold for an hour, to inquire about why I had to pay them $75 for a service call for te other company not related to them. I was told Bay, the company they are in business with and that had come monday should not have come because they (HSA) had cancelled it. Hsa did not tell me that wen I talked to them on Friday. Then they procedeed to tell me I should call their company and ask for my $75 back. This makes no sense. I feel like they are giving me the run around and I am regretting paying the entire warranty cost upfront when I renewed! And after dealing with them and then discovering this site and all of their negative reviews , they appear to be nothing more than scam artists. I would like my warranty cancelled and a refund of the entire year plus the $75 I paid their sister company.Desired Settlement: I would like a refund of $605. I would like the home warranty with them to be cancelled, I renewed early on 6/1215 for 8/13/15 and it runs through 8/13/16, and a refund of the entire warranty premium which was $530 plus the $75 I paid their sister company for a service call, in which he did nothing but confirm work I already paid for, which totals $605.

Business

Response:

HSA adjusted the pricing for the repairs to what HSA's vendor would charge for the same repair. The difference in the pricing is retail pricing versus home warranty pricing. The contract is not-cancellable in the the state of North Carilina, so the homeowner is unable to cancel the contract until it comes up for renewal.

Business

Response:

The homeowner wanted to use her own vendor and HSA reserves the right to adjust to the pricing to what their vendor would charge for the repair per the terms and conditions of the contract. The homeowner was advised of what HSA would reimburse for the repair on 8/28/15. HSA has cancelled the contract and is emailing a cancellation letter to be signed and returned to HSA.

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, assuming that once I sign and return their cancellation letter (which I just received via email today, after calling them to inquire about it), we receive our refund check of 444.99, as listed on the cancellation form.

Regards,

Excessive wait times when calling in claims which were 32 mins, 38 mins, 107 mins, 25 mins on my four calls. The fourth was the only one that I actually got my claim resolved and the first three were never answered.

Review: I bought a home about 6 months ago, and was provided a home warranty with this company through the seller. We have used the master bathroom (faucet, toilet and shower for 6 months with no issues) On January 20th, 2016, I noticed water running out of the sewage pipe in our garage which drains from the master bathroom. I called HSA and set up an appointment with their plumber (which I have no choice but to use). The plumber came on the 21st or 22nd and looked at where I said I saw water coming out in the garage. He did not run the toilet or try to find the leak on this part of pipe. He came back the following week and charged me around $200 dollars to replace the 45 degree in the pipe in the garage where I saw the water dripping. I came home again a few days later only to find the water running. I called the plumber back and he told me we would need to cut into the living room wall to follow the pipe to find out where the issue was. I said okay because at this point I have no choice but to fix the issue and use the plumber which is given to me by the HSA claim. The plumber came and had to cut a huge hole in the wall of the living room in order to find the leak on the drain pipe. He fixed the issue and charged me another $200 for this repair work. HSA is now denying the claim and saying that the issue is due to improper installation. How can a person using a home warranty know that a pipe that runs inside of wall is not installed correctly? During the buying process I had a thorough home inspection done which included running water in the bathroom for a significant amount of time (with no issues or signs of leaks from this pipe). If this is due to improper installation, how could it not show up during the inspection or within the 6 months of daily use. I am forced to use the HSA appointed plumber and have no way to dispute how the installation was done as the problem has already been fixed. Of course HSA is going to say anything they can to not pay the claim due to wording in their contract. I called the company and after sitting on hold for over 30 minutes was treated with no respect as the agent continued to just quote that it was improper installation. So I am left with a huge hole in my living room wall which I will have to repair myself or pay to have repaired, and hundreds of dollars in plumbing expenses which aren't covered, don't waste your time with this company.Desired Settlement: I would like to be refunded $300 dollars of the $400 I had to pay to the plumber. $100 which was the deductible and $200 for repair of a pipe which wasn’t needed. I feel that these should be refunded by the HSA company as I was forced to use their plumber for the work. Another plumber would have diagnosed the problem rather than just replacing the 45 degree in the garage without determining where the pipe was leaking from.

Business

Response:

After further review of the claim notes, the service contract reported that the failure was due to improper installation of the drain lines. The stack pipe was not installed properly. Half of the pipe was sticking out of the wall and leaking into the basement. HSA's contract only covers for failures due to normal wear and tear. HSA determines coverage at the time each claim is filed and at the time of the service call visit when the service technician diagnoses the failure. HSA is unable to offer any coverage on this claim. Thank you

Consumer

Response:

Review: Just purchased a house in April where the previous owners included a home warranty on the air conditioner. The unit was in good working condition until June when the heat got real bad (upper 80s) and the air conditioner stopped working altogether. We called HSA to file a claim on June 23rd. We had to have multiple calls in at this time for them to do anything, they said they didn't have an agent in our area and to go ahead and pick a professional of our choosing and that we would be reimbursed. The first professional came from [redacted] on June 27th and advised us that we had a bad leak of the r22 refrigerant and that there was zero refrigerant left, he suggested a full system replacement due to the rusted components inside the condenser and that the a-coil would need replaced inside on top of our heater. He put our unit at about 15 years old and at the end of its life, as well as the r22 refrigerant is becoming obsolete. We went back and forth on the phone for 2 more weeks because they now needed to talk directly to the guy [redacted] that performed the diagnosis who apparently is busy and doesn't want to talk to home warranty people (I can see why now). We got to a supervisor that took over our claim named [redacted]. We got approval that Ted could just fax in the information. Another week went by of calling every day to get the issue resolved and the warranty claim to proceed. At this point, they wanted to send out their own agent (this is amazing as we were told they didn't have any in the area the first time around) So their choice of professional air conditioner repairmen came and gave us the same diagnosis that the condensing unit outside would need replaced and that the a-coil inside needed replaced. This was Tuesday July 8th that the second repairman came. Today is Sunday July 13th, we have called everyday since, some days twice, trying to get a resolution and a repair/replacement made. We have two cats that have to sit in 80-88 degree heat because we can't get our home warranty to deliver. [redacted] that took over our claim and have us her direct line we have left more than 3 messages for her to call us back. This whole situation is ridiculous and I can't see why they should have to put us or anyone else through this kind of trouble to get a covered item replaced.Desired Settlement: Replacement of the not working external condensing unit and the inoperative internal a-coil as requested by two licensed professional air conditioning vendors per the home warranty's request.

Business

Response:

HSA advised the homeowner that we do not have a reported failure of the evaporator coil, only with the condensing unit. HSA does not replace component parts that are not failing. The homeowner approved the non-covered items and is proceeding with HSA vendor for appropriate repairs.

Review: On Saturday 6/21/14 at 1442 I requested emergency HVAC repairs. The temperatures in my house exceeded 90 degrees. I was told no one would be available until Monday. I called back several times trying to get an alternative contractor who could be available for emergency repairs. Eventually [redacted] responded Saturday night. The unit was not fully repaired and stopped working shortly after the technician left. Sunday he returned and again but the unit was still not repaired. I thought since we called on Saturday this would make our issue higher on the priority list but Monday came and went without any HVAC repairs. Apparently the authorization from HSA was received so late in the day by the technician he didn't have time to obtain the parts for our unit and we were told it would be another day (day 4) before repairs would take place. I had to call HSA and wait 42 minutes on hold to finally speak to the authorization staff member and ASK them to call the technician. When I received the call back I was told I now would owe an additional 160+ dollars to complete my HVAC repair. I would be OK with this if it would of been done correctly Saturday or even Monday if they had to get parts... but 4 days later. My wife has asthma and sinus issues. We have small children and pets who had to endure these high temperatures. HSA doesn't seem to have the resources it needs to provide quality customer service in a timely and efficient manner. I found [redacted] to be professional but overworked. As of 2143 on 6/23/14 the unit still needs repair. I spent an aggregate time of almost 2 hours and on hold with hsa.Desired Settlement: Waive the 160+ refrigerant recovery fee for the time it's taken to perform this emergency service.

Business

Response:

The service provider has already waived the $99.00 coolant evacuation and recovery fee as homeowner has an alternate source of completing this task. The claim was started on Saturday afternoon with a service provider coming out that evening. Until the failure is determined, there is no way to know if the repairs can be made that same day. With this being a compressor that needed to be replaced, the compressor would need to be researched for availability from a parts distributor, which are not open on the weekends. From the time the technician called in the diagnosis to HSA on Monday afternoon, HSA reviewed and obtained approval of the non-covered charges from the homeowner and authorization given to the vendor to purchase the compressor for installation. From the time the diagnosis was given to HSA through the approval of the claim, this process was completed in within 45 minutes. The installation modification charges of $68.00 and the $75.00 deductible will not be waived.

Business

Response:

[redacted] has been in contact with HSA and have all parts except OEM (not a universal part) fan blade. HSA has reimbursed the $75 deductible and has also done a $100 service gesture for the fan. Once [redacted] receives the fan blade, they will contact the homeowner for installation.

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 pending receipt of promised reimbursements and repair services.

Regards,

Review: They are not helping us take care of our dishwasher and refrigerator that are leaking on our brand-new flooring that we just installed in February. They are accusing us saying it's our fault that we are not getting the appliances taken care of. So I guess it's my fault that it's leaking on my floor to? We have called them back in March it is now June 13th. We have probably called them over probably 15 different times and never really got answers. We ourselves probably have called over 18 or 15 different appliance repair places. My husband and I are getting ready to go on vacation and we can't leave with the leaking fridge and dishwasher, we would shut the water off but it's kind of silly because it still doesn't fix the problem. I can't turn my for refrigerator off because I have food and I have stuff in the refrigerator side and the freezer. There been times that we have called them and they were supposed to call us back and they never returned our calls, we had to call them back. My husband and I both work full-time jobs out of town so it's hard for us to have one day where we can be here to meet a repair man, I have every Friday off. They think we should leave our house unlocked so that way somebody can come when are not here, but we don't know these people so how do I trust them that they're not going to steal something in my home? We have asked to speak to a supervisor or manager but we have not heard anything yet.Desired Settlement: We would like them to finish what they haven't done and we want a new dishwasher and refrigerator that will actually work for us. I now will have to replace the flooring that has been leaked on since February and now we are into June. We would also like them to not blame us because it is not our fault, it wasn't very professional them to be claiming this to be our fault.

Business

Response:

On the dishwasher claim, HSA is waiting for the technician to call us with the diagnosis. Once we hear from them, HSA is contact the homeowner on the status of the claim. As far as the refrigerator claim, the homeowner had an appointment scheduled for 4/25/14 with A&E Factory Service and cancelled the day before and went to using his own vendor. When the homeowner could not find a vendor, HSA assisted in finding several vendors but the homeowner would not accept due to their work schedule. HSA understands that the homeowner is employed, but they may need to be flexible in order to have the unit diagnosed.

Review: I'm not even sure where to start on this issue. We bought our house this year and along with it came a year guaranteed home warranty covered under that was all appliances including our furnace. Well long story short our furnace went out. Two, almost three days have gone by since filing my original claim with HSA Home Warranty. The first day as soon as I realized the furnace had gone out and it was not fixable by us I called HSA sat on the phone for over a half hour several times might I add and still never got through to anyone. So I went online to their website where I could file the claim. I did so, and then it told me a company would be contacting me in the next two hours to come out and determine the problem. Never called, never showed after five hours. Called the company that they had set up and they said they had turned it down due to the fact that they were too far away, and had let the warranty company know this. So I called the warranty company back again after sitting on the phone for over half an hour at a time about 3 times in a row I finally got someone. They said I could go ahead and find a licensed contractor in my area to come determine the problem and then call them back to let them know what we found.Well, I did all that given the contractor couldn't come out until 5pm so the whole day went by. The contractor and myself then sat on the phone for over 45 minutes that evening trying to reach someone at this company after determining the furnace was no good. Never got through to anyone during that time period.The contractor had to leave due to other customers he needed to attend to that evening. So I sat there the rest of the evening up until 11pm trying to get through to someone from this home warranty company finally got someone after an hour the final time. He needed to speak with the contractor himself so I gave him the contractors contact info and he said he would be returning a call to me.Day 2 as you can imagine after many phone calls I still have no answer and no furnace.Desired Settlement: I would really just like to get this problem resolved as we live in Iowa weather, it's cold at night and I have a 9 month old. This is ridiculous. I want to actually talk to a person right away and be able to help my problem right away, that day. This shouldn't be something to drag out into several days with NO RESPONSE. We paid for this warranty service, why aren't we getting SERVICED??? I also think they should pay me for the contractor that I had to pay to come out to determine the issue.

Business

Response:

HSA has confirmed with the vendor that the homeowner has an appointment for the technician to access the furnace and make a decision with HSA to determine if repairs can be made or if replacement of the unit would be necessary.

Business

Response:

HSA will call the vendor that the homeowner had come out to the home for further information that is needed and will contact the homeowner once they speak with them.

Consumer

Response:

Review: This orgnization simply isn't in the business of helping customers. If you have a choice, don't pick HSA. They will never pay on a claim you submit and they will also find a loop hole that allows them to decline coverage.

I had a hot water heater go out and while the item is covered they blamed the problem on the home itself and declined service.Desired Settlement: Replacement of water heater.

Business

Response:

The cause of the heat water failure was due to the flue pipe being clogged and maintenance issues are not covered under the HSA contract. Per the contract, on page 6, number 7: Limitations of Liability: Lack of capacity; normal maintenance, cleaning, adjustments, lubrication services, line bleeding, capacity increases, licenses or inspection fees; failure to maintain the temperature in the residence above freezing; improper use; contamination of fuel or energy. You are responsible for providing maintenance and cleaning on covered items as specified by the manufacturer. The claim denial stands and HSA considers this matter closed.

Business

Response:

The homeowner can have their technician call HSA to give them their findings and HSA will review the claim.

Consumer

Response:

Review: I have called HSA twice prior to them coming to our home to confirm whether the control panel in the jacuzzi that needed to be replaced was covered and can be replaced. I specifically stated that the dial needed to be replaced and asked twice if it would be covered. I was told yes. When the plumber came to our home and called the company to get authorization he was told that it wasn't covered. I was initially told the control panel was covered and will be replaced and then the company turned around saying that it wasn't. I also had a water valve that needed to be replaced. I was charged $75 for the valve replacement and "no repair" for the jacuzzi. The main issue is that the jacuzzi was supposed to be repaired under my plan according to HSA in my first phone call(s) asking them about the jacuzzi.

I called their 1800 number and was transferred to their authorization line who told me that they came to replace the water valve and to "diagnose" the problem with the jacuzzi. I already knew the problem with the jacuzzi. I then asked to speak to the supervisor who apologized and said the plumber was here to "diagnose" the problem. But that is not the issue, I already knew the problem that is why I called to verify whether or not the control panel was covered. I was initially told yes and then when the plumber was here and called their authorization line -the answer was no. I had to pay $75 for nothing and that is wrong. If HSA would have told me the jacuzzi was not part of our plan then I would have fixed the water valve myself. HSA is taking money out of the consumer and lying that a product/service will be covered when it is not.Desired Settlement: I need the $75 back since nothing was done with the control panel that we needed replaced.

Business

Response:

HSA is reimbursing the $75.00 deductible and on 1/20/14 left a message for the homeowner to call HSA at ###-###-#### to go over reimbursement procedures. HSA needs a copy of the paid invoice showing that the $75.00 was paid, in order to reimburse the homeowner.

Review: They were supposed to replace my stove. They called and gave me an option, it was for a free standing stove, and I have a drop in. They told me they would return. My call, they did not. When they finally offered a drop in stove, I told them the one they offered,would not fit, the cabinets would have to be moved. They told me they would install it's, and take care of anjusting the cabinets. I said ok, as long as they will install it to fit. They delivered the stove, of course it did not fit,the delivery guy told me to call the, and they would get a caenter to make the adjustments to the chineese, and they could come back and install it. I called the next morning, the person on thehone told me she saw in the notes that I gVe the, measurements that clearly did not match the measurements of the government they sent. She said they don't do alterations, but I told her the my many calls to them, they assured me they would modify the cabinets and install the stove. She said someone would call. No one ever called. I called again that afternoon, they kept me on hold for over 23 minutes. The person said she was getting her supervisor, but the supervisor never came on, the same person said they are not reo single for alterations. I told her I asked several times about the difference of the measurements, and two people told me they would take care of that and install the range. She asked me who those people were. I told her I didn't have their names. She then said the supervisor would have to go through the record and would call me back. I asked when because we have already been without a stove for more then a month waiting on them. She said she didn't know, there were a lot of calls. She then asked me if she could do anything for me, I asked her what she could do, she got mad, tried to talk over t of me, the. Hung up. I want the stove installed, as was told would be, and now, I think I am entitled to payment for meals for each day they have drug this out. It is very expensive to eat out because you don't have a stove to cook on. They are very unprofessional, and attempt to put me off at every opportunity.Desired Settlement: Install this stove as they said they would. Since it has been so long, and such a hassle, I think I deserve payment for having to eat out due to no stove.

Business

Response:

HSA can offer to cover the restocking fee to return the unit and the homeowner can choose to take the cashout option to purchase a unit with the correct dimensions. Per the HSA contract, HSA do not cover modifications to cabinets to make a unit fit. The homeowner should contact HSA with her decision.

Business

Response:

HSA would like offer half of the $250 for the homeowner's inconvenience. The reimbursement check will be mailed out on 11/10/14.

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: HSA obviously hires companies that are going to make up excuses for them not to honor their warranties. I have an ac unit that stopped working this year. They sent out a company you said the compressor was bad due to the find being bent. They said this is not how the unit was manufactured and the bending is not from normal wear and tear so they won't replace it. I was trying to rack my brain as to why the bending of a few find would cause the compressor to fail. When I called to dispute this over the phone I waited over 40 minutes and got a very rude person who I got nowhere with. I was on hold for another 15-20 minutes waiting on a supervisor. While the supervisor was not rude like the previous person he said the same thing that they won't fix it and they were waiting on the pictures to come in to verify why they won't fix it. He said they should receive the pictures I a couple days. I asked them if they would call me to email me because they didn't have the decency to call me to tell me they would fix the ac, they just sent an email. He said they would call and that I could also get a second opinion. If the second opinion is different they would pay for the service call. Well due to my busy life, it's a week later and I got the 2nd opinon and I never got a phone call or email about the pictures coming in! The company that came out for the 2nd opinion said the bending of the fins would never cause a compressor to fail. Normal wear and tear is the only reason. He also told me by looking at the unit, the previous guy should never work on another ac unit again. The guy from last week had failed to put the bolts back on the system so nothing was attached. He also failed to put the cap back on the compressor. So he confirmed that the guy sent out didn't know what he was taking about. So the guy with the 2nd opinion waited on hold for 50 minutes and had many other jobs to do for the day so he left. He emailed me the work order and gave me in personal business number for HSA to call him. Well I've been on hold for 40 minutes and counting. The wait times are ridiculous and I can only imagine it's because all the phone calls are long due to furious customers. I'm definitely canceling this warranty when my renewal date comes up. I'm afraid for anything else to break for fear of trying to get HSA to send out an actual reputable company because I know that won't happen.Desired Settlement: HSA needs to repace the ac unit. The second opinion proves the first guy that came out t didn't know what he was talking about. Due to the 2nd opinion confirming it was due to wear and tear I expect for the replacement to be done in a timely manner and for them to pay for the $99 service call.

Business

Response:

The pictures from the homeowner's second opinion have been reviewed and denial stands. A service support specialist will be to contacting the homeowner to advise.

I have a contract with HSA Home Warranty and called for service this morning (1/16/15) at approx. 6:30 a.m. because my heating unit was not working, therefore no heat. I spoke to [redacted] who took my information and I was told there service contractor, Service Solutions, would contact me within two hours to let me know what time they would be coming out. After now hearing from Service Solutions by 9:30 a.m. I called to check the status of my request and was told they had not received my request fro HSA. Called HSA back and spoke to [redacted] she in turned called Service Solutions and was told they could not come to my home until Monday between 3 and 6 p.m. When I asked if they could send another company out because I had no heat and the weather was cold, [redacted] stated I would have to pay for the overtime and if work was not approved I would be responsible for that cost. My contract states they are a 24-hour home warranty service. That appears to be a lie. Yes you can call 24 hours a day, but they are not providing 24-hour service. I feel I am paying for a service I am not receiving. I will not recommend HSA Home Warranty to anyone.

Review: We received a HSA warranty upon purchasing our house on 12/1/2014. As the buyers, we added a hot tub coverage over the phone. When signing up, the incredibly strict terms of the contract were not relayed to us--only that "so long as the hot tub works now, and fails due to normal wear and tear, it will be covered". When the hot tub failed, HSA refused to cover it, saying any damage caused by water was not covered. We had a gasket failure (mechanical) that leaked the water and ruined the mechanical systems. This is coverage for a hot tub, and had a normal wear failure (gasket), but HSA will not cover. When I asked to have a refund on our hot tub coverage--seeing as our hot tub is now useless and no longer needs coverage--they refused.Desired Settlement: Either cover the repairs/replacement, or refund the hot tub premium we paid. The choice is HSA's.

Business

Response:

Based on further information received from the vendor, HSA denied the claim due to the failure to the fittings was caused by freezing. The homeowner is opting for a second opinion and HSA will await that vendor's findings.

We have recently purchased a new home and received a warranty with HSA. We filed a claim on May 4. A contractor came out the next morning to look at our AC unit, which was not blowing any cool air. We were told that it would take a few business days to get the part in, but most likely would be in by the end of the week. We didn't hear anything by the end of the week, so Monday, May 12th I called HSA to check on the status of our claim. I was told by the customer service rep that part had been ordered as of the 9th of May, and it would take 2-4 business days to get the part in. It is now May 15th, and we have still not gotten an update as to when our air conditioning would be working. We have had 90 degree weather as well as extremely cold nights, and as a parent with 3 kids, 2 of them are under 3 years old, it has been extremely inconvenient as well as uncomfortable to be living without this in working condition. HSA has not had any sense of urgency with our matter, and I don't feel like I've gotten treated with respect or empathy in regards to our situation. Each time I have called, I have spoken to a supervisor, whom each time has advised me of the status and have said that they will call us back in regards to our issue, and I have YET to receive a phone call back from anyone from HSA. My mother in law is the realtor who suggested HSA and she also suggests this warranty service to all of her other clients who purchase homes through her, and this is not how she feels this should be handled and is going to be looking for other warranty companies to use instead. As I am writing this, I am on hold with HSA waiting for a customer service rep and I have been on hold now for 23:48 minutes. I feel that almost 2 weeks is not an acceptable timeframe for this matter to be resolved.

Unfortunately, the HSA warranty that was provided with our home has been a waste of my time and money. I always end up waiting on hold, being hung up on repeatedly, and being transferred around from agent to agent. I have had multiple claims where they have assigned contractors that have done an unsatisfactory job resolving the problem. And yet they are perfectly content to retain the deductible.

9 hour hold times. You read that right. 9 hours on hold to file an EMERGENCY CLAIM!!! No humans work here I swear. And in the meantime my basement is flooded. No voicemail options are available where they could call you back instead I'm taking my second day off of work just to talk to SOMEBODY about approving a claim. Cue the crappy piano music with interrupting robot that tells you a claim specialist will be RIGHT WITH YOU.....9 HOURS....STILL NO CLAIM SPECIALIST.

Review: I contacted HSA about several issues with my house. They gave me names of service providers who did not call me back. I called to complain to HSA. HSA promised to call back with more service providers. They did not. I called again in the summer. HSA gave me service providers who did not call me back or did not provide the service that I specified that I needed. I called to complain to HSA. Again, HSA promised new service providers. They did not provide me with any. I again called to complain and received no feedback, no call back about with a list of providers. I called again to request a refund as HSA did not provide me with coverage for anything that was promised in my contract. HSA refused to grant the refund, stating that they had covered the house as promised. HSA did not have all of my complaint calls indicated with my information. HSA did not honor any of the services that my warranty was to cover. When I requested a refund, the supervisor that I spoke with told me that I could have had my own contractor do the work and provide them with a bill, which is not information that was ever provided to me during any of my complaint calls. If no one in my area is available to do the work that was promised, it was HSA's responsibility to tell me that, just as it was their responsibility to inform me that other options were available. They did not tell me until I request a refund for the lack of services under the warranty. Upon hearing that they would not grant me a refund, I requested to be put in touch with someone higher up than the supervisor and my request was denied. They told me they would give him a message, but would not let me leave or dictate that message.

I paid HSA with an understanding that they would assist me with my covered home issues, but instead they took my money and did not provide me with the services covered under the warranty. I tried several times to work with them on this issue, but they never provided me with the covered services under the warranty and denied my request for a refund.Desired Settlement: I am requesting a full refund due to the lack of services promised under the warranty. The warranty cost $594.00.

Business

Response:

Review: We contacted HSA on 7/23/15 to report that our Trane ac unit was iced up and ran continuously without turning off. the HSA warranty sent a subcontracted company [redacted] ###-###-#### on 7/27/15 to perform the repairs. the tech examined the unit and after completing many rapid cycling on and off of the unit, said it required a contactor switch, he however replaced the capacitor and the contactor switch and added hot start to boost power going to the compressor. After this repair was completed the unit would no longer cool, the tech commented that the many rapid on/off cycle of the compressor he completed cause the compressor to fail.

We followed up with the HSA warranty company on 7/27/15 to report that the subcontract did not repair the unit and only succeeded in destroying the HVAC system. The HSA company agreed to replace our now destroyed unit with a Trane HVAC heat pump(outside unit) and internal evaporator coils(inside unit) of similar size and capacity(3.5 ton). After a week of waiting we inquired with HSA why it was taking so long to replace the unit. They responded saying the order was placed but it will be a Carrier HVAC heat pump(outside unit) and internal evaporator coils(inside unit) of similar size and capacity(3.5 ton).

HSA requested that we have an electrician present during installation on the new unit, so we contacted an electrician and he(the electrician) requested the model number of the replacement unit. We inquired with HSA what the model number was they advised us it was a Grandaire unit, we relayed that information to several HVAC companies, non of whom were familiar with this brand. Some research on the internet revealed this is a very poorly rated unit that often fail within 1-2 years and often does cools to it stated capacity and requires frequent repairs.

We again contacted HSA who are now claiming they will not longer honor what they stated as the replacement unit during out phone conversation when we accepted the additional charges of

New low voltage line $150.00

New drain line $350.00

Wall Sleeve??=$100.00

Code =$25.00

plus a electrician present which we would have to pay directly-TBD

Totaling $625.00 + cost of our own electrician.Desired Settlement: Our desired outcome is that HSA will honor what they stated as the replacement unit (Trane or Carrier) and not some off brand that is plagued with constant failure issues and poor performance that no local air conditioning company knows of or can repair.

Business

Response:

HSA approved a full system replacement with a Lennox unit and that ordered on 8/11/15. Once the vendor receives the equipment, they will contact the homeowner to schedule the installation.

Review: I purchased my home on June 1, 2015. Due to the age of the home (2002), I negotiated that the Sellers purchase a Home Warranty. The warranty purchased by the Sellers was set up through [redacted]. The cost of the warranty was $445 which was paid in full with the proceeds of the closing. On Friday July 24th, it was discovered that my Central AC unit was not operating correctly. I called the company that originally installed my system ([redacted]) out of [redacted]. I requested a service call. The service call took place that Friday, and it was deemed that a new outside unit, as well as the inside coil needed to be replaced. I then called HSA and attempted to file a claim. At that time, I was placed on hold for a Claim Authorization Rep. That person never answered my holding call. I started the process again. I called the company back. I suggested that because I do not know much about air conditioning units, that I give the technician their number and have him speak directly to HSA and explain my ac diagnosis. They agreed that this would be the best way to resolve this issue. The technician called HSA and was placed on hold for over an hour. Due to the time of the day, my technician ended the call. I called HSA again, explained the situation, again, but this time I left the name and phone number of the technician and asked that HSA call my technician directly. This did not happen.

I called my technician on Monday to see if they had been contacted by HSA, in which they replied "no". I again started the process over with HSA. This time, I was informed that there was a 2 hour and 46 minute hold time. Today, I called the technician again and asked if they had heard from HSA. The technician again said "no". I have left messages for Managers without receiving any calls back, been left on hold for hours, and as I type this, have been on hold for over 50 minutes. I have called from my wife's cell phone, while on hold on my cell phone, and I am assured that the hold time is less than 40 minutes. During my last conversation, I asked the operator how many of these calls she fields a day. She stated that I wasn't the first, and would not be the last.Desired Settlement: I would like for the company to give the promised protection that a Home Warranty is designed to do.

Business

Response:

HSA would need a copy of the paid receipt to reimburse the homeowner and that can be faxed to ###-###-#### or emailed to [redacted]. HSA would reimburse up to $1125.00 for the approved replacement of the evaporator coil. HSA would not approve the full system replacement as the only component part failing was the evaporator coil.

This company is the absolute worst. My very first claim was my washing machine. Sat on hold a few different times for 45+ minutes. The drum needed to be replaced. The cost of the repairs was over $1600. Prior to the repair, I disputed the repair because A. I could go out and buy a cheaper washing machine for the cost of the repairs and B. The washing machine is a front end loader and has mold issues on top of the mechanical issues. They denied buying a new washing machine due to their ridiculous formula. I should also mention that when the repair guy originally looked at the washing machine, he had to call into HSA (to get approval) and sat on hold for 30+ minutes. Now... to me that's even more ridiculous. You have a stranger in your home sitting on hold with nothing better to do but sit and wait for an answer - RIDICULOUS. It took nearly 2 weeks for the parts to come, but it was fixed and I could do laundry again - YAY! And so my next claim - a clogged drain. They dispatched a company that was 1+ hour away for a simple fix. Upon submitting the claim, they say they've dispatched "company name" and they'll call you within 2 hours, HA! Well after 2 days of waiting for a call, I called the company to do the repairs. He tells me he never received the claim, but that he'd call me back to get me scheduled. I give him my information and wait for his return call. An hour later, I receive notice via email, that the company that was going to call me back to schedule rejected the job (no doubt because they're far away).So the next company is dispatched. Rather than wait for the company to call me to schedule, I called them. Again, they hadn't received the dispatch, so I gave them my information and they scheduled the job for the next day. The technician that comes out was a nice enough guy, but very inappropriate using language like "gay" and curse words, and yelling at my dog because he (the dog) didn't like him and so he was growling and barking. Far from professional. He also had a few choice words about HSA himself. Onto my recent claim for a leaking hot water pipe...Because you have to wait on hold for 45+ minutes, I have opted to submit a claim online. That, too, is a joke. They say they dispatched a company, the company is the same company that is an hour away from our home. My husband called into them to request a different company due to the bad experience the first time (also waiting on hold for 30 minutes to speak to someone). They dispatched another company that was further away than the first company. My husband waited the 2 hours that they say they'll call to schedule the appointment. Never heard from them. So he calls HSA again, mind you, he's working at his job this time, so after waiting for 30 minutes, he had to hang up because... well... he's working. He gives them a couple more hours and tries back again - same thing, sat on hold for 45 minutes this time. They dispatched a company that is much closer to home this time (still not in the same town, but 20 minutes away). After waiting almost 24 hours for them to call me and schedule the appointment, I call them. They were here within 2 hours. Apparently they had me on their schedule, but failed to call me to arrange the appointment. Good thing I planned to work from home so I could be available. The company that came out did great work, they were professional, and to add a little icing on the cake to this review... He wasn't about to call into the HSA company to get approval for the job, he just did it because he's very frustrated with the company's hold time as well. Luckily it was a cheap enough job that if they didn't reimburse them for the job, they wouldn't be out much. The only reason we are doing business with HSA is because it was paid for by as part of our purchase agreement. I will NEVER EVER do business with them again, nor will I give them any positive feedback. In fact, I will do my best to steer anyone away from this company. There is absolutely NOTHING good about them.