Home Security of America, Inc.

The entire process in dealing with HSA through our electrical claim was a disaster. I was told multiple times that I would receive a phone call back with an update and never once got a call back. I had to call multiple, multiple times to find out what was going on. At one point, the case sat for weeks, as we were waiting to hear the status of our claim, and when I called to find out what was going on, they said they were having a hard time getting a hold of the vendor. There's no reason why I couldn't have gotten a phone call or an email stating this, as having an electrical issue sit for weeks is not good and comes with risks and they had all of my contact information on file. On top of this, I got to a point where I called HSA on a daily basis because I didn't trust them to follow up with me, and I would sit on hold anywhere from 45 minutes to NEARLY 2 HOURS, at one point. These hold times are completely ridiculous, especially considering, I was not calling during what I would consider to be peak call times. Clearly either the phones were not being answered or HSA is extremely understaffed to handle the call volume. Either way, this is an extremely horrible, shady company who I would never recommend to a friend. Also, I asked twice to speak with a supervisor. The first time I was transferred to the supervisor voicemail and left a voicemail. I was told I would get a callback within 2 hours and never once received a call. The second time I was told I was being transferred to a supervisor that was available to talk at that time. Instead, I was lied to, and was transferred to the supervisor voicemail again. Once again, I left a voicemail and was told I would get a call back within 2 hours and NEVER once got a call. Once our contract is up, we will be finding another home warrenty company to go with. I was lied to multiple times during this process and would continue to get different answers every single time I spoke with someone. No one seemed to know what they were doing and their customer service is absolutely horrible. We've dealt with other home warranty companies in the past with our previous homes and NEVER, EVER had the problems with them as we have had during our electrical claim with HSA. However, I did find it funny how, HSA seemed very nice when speaking about a claim that they weren't covering or that didn't turn out to be a repairable issue. Either way, HSA seems to be a horribly shady company and I would never, ever waste my money with this company again, nor would I ever allow any of my family or friends to do so. I plan on spreading the word about our horrible experience with my friends in the real estate company, so this company stops getting referrals from them.

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.

Review: I filed a claim with HSA for a faulty and leaky water heater. HSA dispatched a technician who came to my house on 6/29 and simply turned on my water and said that is just "how [redacted] water is". His inspection of the water heater was no more than looking at it and saying it was from 1998 when in fact the water heater is from 1996. HSA then denied my claim due to "no operational error". I followed up with HSA to investigate how they can determine there is no operation error when nobody even looked at my water heater. I have spoke with 4 people there with little to no follow up on their end regarding my concerns. They continue to claim they are waiting for further clarifcation from the technician, but until I call in, nobody follows up on my concerns. I am no out $100 and can't occupy a home with black water and no hot water at that.Desired Settlement: With now over 1 week without a functional hot water heater, I am going to have to replace the unit myself since my home warranty company is providing no solution to my problem. Since I paid a $100 deductible for coverage, I would like them to cover the cost of the new water heater.

Business

Response:

HSA apologizes for the inconvenience surrounding your water heater claim. An authorization associate is following up with the vendor and they will be contacting you, once they have spoken with the technician.

Business

Response:

HSA is not reviewing this claim any further at this time and considers this matter closed.

Consumer

Response:

Review: My wife and I purchased a home and the seller purchased a home warranty for us. Our wash machine failed the first day after 5 loads. ( June 26th first call into HSA to make calim) I called HSA to make a claim and they referred me to a contractor who never showed when he stated (4 buisness days after first call to HSA) I called HSA again and they sent out another company and the individual had no clue what he was doing and just left the job. HSA called me to state that the 2nd contractor abandoned the job. GREAT...... I call them back again on July 4th and they tell me to find a contractor on my own who could investigate the problem with the wash machine. I finally get a local contractor on my own and he discovers the machine it broke beyond repair. I called HSA back again and they kept me on hold 7-9-14 for over 2 hours. They keep transferring me and placing me on hold. The major complaint I have is this company does nothing for you. They take the money and send substandard contractors out to find a solution and that is if they show up. I have almost 12 hours invested in trying to get a working washer in our home. I thought this home warranty was in place for you not to worry about the problems when they come up. I have had the smell of rotten eggs from the standing water in the machine for over 2 weeks. This company does not care at all. They will not give me a time frame on when this will get resolved. If they can not do anything for me I would like the money that was paid to them returned to me.Desired Settlement: fix or replace the machine that worked per the warranty agreement

Business

Response:

HSA has refunded the service call fee to homeowner and the check was mailed out today. The information on the washer has been sent to the parts and equipment department to find a replacement unit for the homeowner. Once we have that information, the homeowner will be contacted for his approval.

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: I have two complaints. The first is about the way the company handles service. The second is about sending out misleading approval letters.

I had a problem with my heat and was told that I had to use the service technitian they approved. He came to my house and told me that he could not see what the problem was because my heating ducts are above my basement ceiling and he would have to rip the ceiling down to find the problem. He then told HSA that I needed new ductwork; therefore, it was a preexisting problem and was not covered. When I spoke with the technitian regarding my other complaint, I clearly told her that he never looked at my ductwork, and that he told me that he did not know the problem. She just continutally said that she was sorry, but my claim was denied. She refused to recognize that the technitian told her false information. My second complaint is that I received an email from HSA saying that my request for service was approved, yet when I called, the technitian said it was denied. I read her the letter and she said that is a letter that is automatically generated and mailed out for any claim that is filed. I pointed out that it clearly stated that my claim was APPROVED and she claimed that it was approved. It was an "approved denial." She claimed that the company approved to deny me servie. I told her that this is semantics, and it means nothing. I complained that the company is purposely misleading its customers - I believe so that they can boast a high percentage of claim "approvals." She did not have any response except to say repeatedly that it was an "approved denial" and that HSA would not pay to have any work done. Again I reiterated to her that what I had in writing said that my claim was approved and that I could get work done and would be entitled to a refund of a certain amount. I asked her why those specific words were used if my claim was denied. Again she said that this was a letter automatically generated by the company and that my claim WAS APPROVED. It was approved to deny me coverage. I told her several times that I don't understand how I could be denied coverage when the technitian didn't actually look at my duct work, especially when he specifically told me that he could not tell what was wrong becuase he could not get to my duct work. She refused to address this issue - all she said was that it was determined to be a preexisting condition and would not be covered. She refused to recognize that the technitian never actually looked at anyhing in my house. I told her that I am a highly disappointed customer becuase I feel that HSA is purposely misleading its customers and purposely ignoring poor service by technitians in order to deny claims so as not to have to pay out any money. I told her that I would never recommend an HSA warranty to anyone and that I will tell everyone I can think of not to waste their money on one because it is a scam.Desired Settlement: First, I want the business to stop sending letters telling consumers that they are approved when, in fact, they are not. Second, I want to hire a technitian of MY choosing (because I am not entirely sure that HSA doesn't have an agreement with their preapproved technitians to get them to say that the problem is something that would not be approved so that HSA can deny the claim) to come see what the problem is with my heat - and I would like the problem fixed.

Business

Response:

If the homeowner would like to have their own vendor out for a second opinion, they are welcome to do so and HSA will review their findings for potential coverage. The technician would need to call HSA once they have a diagnosis, but before they do any repairs and speak to an authorization associate.

Review: My air conditioner has not functioned in over 2 weeks. I reported the issue to HSA on Tuesday, May 26th, At first, once a provider came out, they determined that a coil needed to be replaced. After several days, since the coil had to be factory ordered, they agreed to replacing the whole system. They ordered the system on Monday, June 1st and they decided to ship it to the provider. The provider still does not have the unit and we are still out of air conditioning. I believe that almost 3 weeks without air conditioning is unacceptable. Every time I call HSA, there is a 45-60 minute wait to get through. They are unwilling to discuss from where it was ordered and why it takes over 7 days to deliver or even track the shipment to figure out when it will be arriving. I have 2 small children and an 84 year old father in the house. Temperatures are over 90 degrees in NC now. Please help me to resolve this issue in a timely manner. I truly believe they are postponing in the hopes that I cave and pay out of pocket for another unit with another local provider. The manager I spoke to urged me to do so if they were not repairing it fast enough for me.Desired Settlement: Expedite the completion of this job and prevent delays like this in the future for other customers.

Business

Response:

HSA apologizes for the delay in the claim. HSA spoke to the service provider and the estimated time of arrival of the equipment is Monday. The service provider advised HSA that an appointment for the install has been set up with the homeowner.

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.

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: Hi,

My fiancé [redacted] & myself received a HSA home warranty along with the purchase of our first home Oct 17th, 2014. We had no intention of having to use it but thought it was a nice gesture provided by [redacted]. The outline of the warranty was provided to us on the day we closed.

This spring ‘15, our AC unit wasn't functioning normally and as we researched, realized it would need to be checked.

We called HSA and received approval for a tech to come from a local Heat and Air Company ([redacted] out of [redacted]) to come out and review. The tech asked us that day if HSA even knew they were warranting a product that was almost 30 years old. We all kind of laughed, because we would assume this was something that should have been reviewed when [redacted] filled out paperwork and purchased the warranty for us a year prior.

[redacted] explained there was a leak in the coil. We realize this was missed in our home inspection due to cold weather. He talked to us about the broken piece but told us bottom line was that working on a product this old wasn’t an option because of the nonexistent access to replacement parts. [redacted] explained due the age of our unit these coils were not being made anymore and therefore impossible to find, install and equal to or more expensive than replacing the unit as a whole. He mentioned they could possibly buy a new coil, attempt to jerry-rig it to fit our unit but again with time and cost and doing that to a unit of our age was completely nonsensical and as or more expensive than replacement. While we are new homeowners and expecting our first child mid October, in no way were we seeking out the most expensive option. All we needed was a functioning AC unit. [redacted] suggested we try and work with HSA to get approval for a new unit, as really that was our only option.

With some back and forth partnership, we were finally called and told by HSA mid July that we were approved for a Seer 13 AC unit. We were given no guidelines and when I inquired with HSA on clarity, my inquiries were marginalized. We called and scheduled an appt. with Standard to come out, discuss all the pricing with us and set up a day to have this new unit installed. We did all that, and on July 31st, [redacted] installed our new unit. They supplied us with a receipt that a week later I emailed to [redacted] at HSA.

When we received the reimbursement check in the mail for 1/3 of what we paid Standard I was flummoxed. Our total cost of install etc. was over 3K and the check we received was a little over 1. To the person reading this extremely long letter, my fiancé [redacted] have been nothing but patient and kind this entire process, we have emailed, called and partnered with both companies back and forth, I spent one morning on hold waiting to talk to Judy at HSA for 3 hrs. The total amount of time we spent waiting for the “approval“ was weeks. We literally have done everything start to finish by the book.

HSA is blaming Standard, and Standard is blaming HSA. When we asked Standard what changed between then and now, I was told that HSA has a set of questions they use to verify the legitimacy of the services and reimbursement (I get this). What I don’t get however is why this was done afterwards our services were provided? I understand business, I understand at the end of the day HSA has to make money and can’t have a “yes” knee jerk reaction to every broken house appliance but I still don’t have any comprehension on how you’ve done business with us. Again, to the person reading this. Can you please tell me that you feel like HSA has made a decision that is reasonable? Can you really tell me that we are at fault? At any point, was there anything else we could have done to make this work in our favor? I would really like a clear explanation on the decision that you’ve made and the business workflow on our claim. Here are a few more questions I’m hoping you can answer.

1.) Why would HSA "approve" us for a Seer 13 Unit in the first place? Why weren’t we declined?

2.) What took so long for the "approval" to come through to us ?

3.) Can you please find us a working 1980's AC coil in [redacted]? Remember it has to fit the 1986 unit. (Please, I would really like you to prove me and the company that's been in business since 1930 wrong.)

4.) Reviewing the breakdown of the costs with which we weren’t reimbursed for. One of those was the install. Had we found and purchased just the coil, was Standard supposed to just drop off this coil at our front door leaving me and my fiancé to install?

6.) We also weren’t reimbursed for the condenser. Had we just replaced the coil – we also would have needed to have the condenser replaced too. Can you please explain why this condenser charge was denied?

Thanks.

[redacted] & [redacted]Desired Settlement: I would really like to get a full clear answer and explanation on every question I have posed above but more than that, I would like you to review the charges I've sent to [redacted] and reimburse us further for the legitimate services we had no other option than to have completed for a working AC unit.

Business

Response:

Answers to the homeowner's questions: 1) The contract states that HSA will replace with 13 SEER or 7.7 HSPF equipment, 2) The delay came from HSA trying obtain leak search results from the vendor to determine coverage and once coverage was determined, HSA needed a break down of the pricing for the full system replacement per the terms and conditions of the contract, 3) With the current specifications of 13 SEER efficiency, there is no guarantee the evaporator coil will ever exactly match without any modifications to the existing furnace, 4 & 5) The condensing unit was not failing and HSA does not approve to replace a component part that is not failing. Vendors are always welcome to make recommendations for full system replacement, but the vendor also stated that the evaporator coil would function properly with the current condensing unit that is present, and 6) The price that HSA approved was for the service call, leak search and parts and labor for the evaporator coil, which was the only approvable component part failing.

Review: Called HSA to see if there was coverage on a sewer line and spoke to representative and she said there was coverage my boyfriend also got on the phone to verify HSA said there was coverage. Then when I called back to see about what was happening with my claim they told me it wasnt covered and a supervisor would get back to me after he verified phone conversation. After talking to two supervisors and still no answers that they would get back to me. Had to call HSA again because neither supervisor returned my call. Wait times every time you call is at least a half an hour each to speak to someone. Very poor customer service and they have incompetent people working there to tell someone something is covered when its not. When my contract is up I will not renew and I will let realtors and people know what a scam HSA really is.Desired Settlement: Would like HSA to train their personnel to know the contract. I was mislead and I am not happy. Would appreciate HSA to pay the claim!

Business

Response:

HSA has listened to the call and the associate advised the customer of what the coverages are in the plumbing section of the contract and actually read in detail. HSA stated they need to get a full diagnosis to determine coverage, and it would depend on how much the cost is with their vendor if it is something that HSA would pay or HSA would need a 2nd opinion. HSA did not commit to approval on this claim at all during this call. HSA did state a couple times that they needed a full diagnosis for coverage. The claim denial stands.

Consumer

Response:

Not sure what call HSA was listening to but the call I am referring to is on 10/21/15 and the associate put me on hold to find out it was covered. Associate told my boyfriend it was covered then he gave the phone to me to get information. I said I was looking into a second opinion not HSA and was waiting for plumber to arrive. I can see its a case where I am unable to hear phone conversation and HSA will say anything to prove the customer is wrong. Very disappointing. How this has turned out. July cannot come soon enough when my contract is up and I will not renew.

Business

Response:

Two supervisors have listened to the call and both found that the homeowner was advised correctly and the denial stands. HSA considers this matter closed.

Review: On Saturday August 8, 2015 the plumbing backed up in our home. The sinks, toilets and baths did not work as sewage waste backed up and was a foot high in our bathtubs.

We called HSA who approved emergency service procedure since it was the weekend. Due to the sewage waste that settled in the bathtubs my children were sent elsewhere for the day.

HSA approved emergency procedures, however we did not hear from them as to who received the contract. I had to call a second time and after waiting on hold for 20 minutes, learned that the plumbing agencies they sent information to were unable to perform the duties. Thus, HSA approved us to use another plumbing agency.

The plumbing agency we had to call came and was on the phone with HS temporarily.

The plumbing company successfully accomplished their job.

We did not hear from HSA for a while yet later received a phone cal from HSA that said there will be coverage.

However, there was no communication after this.

We contacted HSA via email to hear about coverage, and still received no clear communication.

Then on Friday, November 6, 2015 I called them and again was on hold for 35 minutes. Then talking to a call center representative she put me on hold for another 20 minutes. Then when she returned to my phone line stated that coverage was not approved due to the plumbers using a camera to try to find the issue in the pipes. I explained they did their job proficiently and HSA verbally approved the contract and emergency procedures. The health hazard was raw human waste backed up in the pipes. It was an unhealthy environment no one would tolerate. HSA had a verbal contract that warranted the work that took place.

Three months lapsed with no communication from HSA, of which I stated previously, we had to make several phone calls and emails to receive any form of communication pertaining to this claim of unhealthy hazards. Again, it was unhealthy and environmental hazards which was approved by HSA to be cleared out(verbal contract from HSA as well as the warranty contract we paid for).

This experience reveals that HSA lacks expediency and professionalism, and does not fulfill their verbal contracts as well as guaranty service on the warranties they issue. We paid for HSA warranty and have fulfilled our side of the contract and are dissatisfied with the lack of HSA completing their contractual terms.Desired Settlement: Full refund is due for services rendered August 8, 2015 as well as personal written apology from HSA.

Business

Response:

HSA apologizes for the inconvenience the homeowner experienced. The technician's time trying to locate a cleanout, installing a cleanout and camaraing are not covered under the contract as stated on page 5, under Interior Plumbing: NOT COVERED: ejector/lift pumps; hose bibbs, faucets, shower heads and their respective assemblies including valves for shower/tub diverter, trip levers, tub stopper assembly and sink pop-up assembly; basket strainers, shower base pans, shower enclosures or doors, sinks, tubs, drain tile/French drains, sprinkler systems; water well or septic systems and components; water softener, water filter/purifier, bidets, failures due to salt, mineral beds or deposits; caulking, grouting, or tiles; lines or parts lying within an unheated area; drain line stoppages caused by roots; 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. HSA has approved the drain line routing in the amount of $205.50 and the reimbursement check will be mailed out tomorrow. HSA also waived the $75 deductible.

Consumer

Response:

It is unbelievable that this company stays in business. No call to report a claim will be answered in timely manner (all over 30 minutes on hold) and they WILL not file the correct paperwork. I have unfortunately had four claims and each one has been its own unique train wreck of incompetence.

Review: On June 14th, I filed an online claim with HSA Home Warranty because my AC had stopped working. They said I should have a repairman look at the unit and then call them to get the repair(s) authorized. On June 15th, I had a repairman out and he diagnosed the problem. I called HSA while the repairman was onsite but was on-hold for an hour. The repairman had another job to go to and could not wait any longer. I called HSA again that day and was on-hold another 30 minutes and still was not able to get my repair authorized.

I have called on June 16h, 18th, 19th, 21st and 30th and still have not be able to get my repair authorized! They put you on-hold and leave you there. I did speak with a customer service person and they said the repairman could call an 800 number and he would get right thru to have the repair authorized. He called the number and he was on-hold for 70 minutes and never got to speak with anyone.

I emailed HSA and their form said someone would contact me within 48 hours. Well, 5 days later I did receive a response but there hasn't been any follow up.Desired Settlement: I would like HSA to authorize my AC repair!

Business

Response:

HSA apologizes for the longer than usual hold times. The claim was approved on the evening of 6/30/15 and the homeowner was advised to send in a copy of the paid receipt for reimbursement.

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.

However, I would like to add: Their wait time may have been longer than usual but sometimes when you called the line would ring busy and you had to take time out of your schedule to call again. Even their stated turn around time on email responses and messages left by phone were not returned in a timely manner.

Review: On June 26th, I called HSA Home Warranty company because my AC unit was not working properly the last few months and my vendor had just diagnosed the coil was quickly going bad and the freon had been leaking out. I spoke to Liz who set up my claim and informed me I could use my own vendor or go with their vendor. I agreed to use their vendor if my vendor could just tell them what we needed and their vendor could bring the part and fix it. When their vendor called me, they said that was not the case - they needed to come out and do an initial diagnosis.

On June 29th, I called HSA back and waited 30 minutes to reach someone. Finally I spoke to Jasmine who took my vendor's number and told me what to tell my vendor to call in so I could now use my own vendor. My vendor called and waited 40 minutes before he gave up and left a message for someone to call him back. No one has called him back yet.

On July 1st, I called the main number as if I was going to make a new claim and I reached someone within 5 minutes of holding. That employee was uninterested in helping me and would not transfer me to a supervisor. All she kept saying was that she could make a note for someone to call me back. When she finally did transfer me to someone, I waited 20 minutes before I hung up. I tried calling back later the same day. That employee was more sympathetic but not anymore helpful She informed me that the wait time was 1hr and 15 min to speak to an authorization associate or wait for the associate to call back in a couple of days. She also would not transfer me to a supervisor. Her solution was for me to wait the hour or more to reach someone then call my vendor together with the associate. From there I attempted to cancel my warranty with this company but the man informed me I live in a state where the written contract cannot be canceled.

So if I could not cancel it, I attempted to do it more their way again. On July 2nd, I called and waited for 2 hours and 2 minutes for an authorization associate before giving up!!!!! It seems that it will never happen that I can reach an associate and I cannot leave my AC unit not working a moment longer. I will have to give the go ahead to my vendor to fix my unit before I have to replace the unit all together. I have not submitted the paperwork yet but I do not have faith they will respond favorably because I did not get the authorization beforehand. I feel they will deny my claim in the end.Desired Settlement: My desired outcome would be for a full refund of my vendor's costs.

Business

Response:

HSA will have an associate reach out to the homeowner's vendor to get the diagnosis and will contract the homeowner for status.

Business

Response:

The claim was approved and the reimbursement check of $854.00 will be mailed out tomorrow.

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 the response is accurate but the fact that they do not cover all expenses that are required to make sure my AC Unit is in working order after making me wait an extra long time is unsatisfying. However, they have finally done what the contract requires them to do and I do not believe they will do more than the bare minimum so I am not interested in pursuing this complaint for the final amount of $400. I will no longer use their company instead.

Review: On November 15, 2015, the heating in my home stopped working. My husband and I have a home warranty with HSA, so I proceeded to file a claim with the company. At the filing of the claim, I was told to contact a vendor of my choice, have them come to my home to diagnose the problem, and then contact HSA for approval for repairs while the vendor was at my home. We followed the steps as requested and contacted HSA for approval, at which time we were on hold due to "unusually high call volume" for over an hour. At that point, the technician made repairs to my home. My husband and I were forced to pay for the repairs, which should have been covered, out of our own pocket because the technician was not able to wait any longer. I then submitted the invoice and proof of payment to HSA for reimbursement. I have also called HSA more than 5 times, and waited on hold for more than two hours, but have yet to reach a customer service representative. This is no longer a customer service issue, but is simply unacceptable. When you purchase a home warranty, you expect that you will be able to utilize the warranty. Our experience has been quite the opposite.Desired Settlement: Refund of money paid out of pocket due to HSA's lack of performance and response.

Business

Response:

HSA does apologize for the long hold times during our peak season. HSA does understand the customers frustration during this time. The service provider did perform all work that was necessary to include items that were not coverable by the terms and conditions of the contract and only charged the customer $150.00 which is the amount of only the coverable items would have cost. The service provider did a service gesture of other services as well without any further charges. As a service gesture on HSA's part we would like to refund back to the customer their $75.00 deductible that was applied to the approved claim. The reimbursement will be mailed out 12/10/15. Thank you

Consumer

Response:

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

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

Regards,

Review: On 4/14/15, we had a local HVAC company provide annual preventative maintenance on our unit. They noted that the unit was not running smoothly and had low pressure, requiring an addition of one pound of refrigerant for proper working order. After working for two months, the AC unit compressor went out at the beginning of June, and we contacted HSA to send out one of their technicians for review and replacement. We notified the tech of the maintenance performed and expected that to verify our contract requirements of regular maintenance. Instead, the technician used that knowledge against our claim, and reported to HSA that there was a gross overload of coolant in the system (of which they reportedly pulled out an extra 10 pounds of coolant in 30 minutes) which resulted in failure of the system, told my husband that our professional probably had used faulty or old equipment, and therefore HSA was not responsible for replacement of the system. We contacted the company who provided the maintenance, who came in a drained an additional 3 pounds of coolant the HSA tech left in the system. They also provided us with a date of purchase for their equipment, which was 10/2014. We asked HSA for a second opinion, which they denied, said they did not authorize second opinions, we could get one if we wanted, but they would stick with the word of their professional no matter what was found. We went ahead and provided them with a second opinion, which diagnosed a failure due to normal wear and internal compressor failure on June 18. We also spoke with a third professional who concurred with the second professional that our unit would not have worked for an additional two months with an overload of coolant in the system as reported by the HSA tech. This professional also advised us to stay on the claim as long as possible, as they had previously been a contracted tech for HSA and advised us that "this was their (HSA's) game, they had techs provide bogus reasons to not conduct large replacements." While waiting for HSA to respond to our 2nd opinion, we had to purchase two window units, as I was pregnant, have a small child, and this was during the heat of summer. I continually tried to reach customer service for their determination after receiving the second opinion, but was not able to get through and had wait times of 1-2 hours on hold. Our HVAC professional also attempted to call on the contractor's line but had to hang up after extended wait times of over an hour as well. After 3 months, I was finally able to reach customer service. They informed me that they had received our second opinion in June, but just didn't respond. They did provide me with a second denial today however, stating that "they didn't like the way that my professional had worded his recommendation, so therefore were going to go with their professional and deny the claim again."Desired Settlement: I would like a replacement of the AC unit as outlined in the contract, with no additional deductibles to be paid. I would also like a full reimbursement for the 2 window units we were forced to purchase while waiting on HSA to review our 2nd opinion. I would also like our contract to be terminated immediately with this disreputable company, with no early termination fees, and reimbursement of all monthly payments made while waiting on HSA to review our claim.

Business

Response:

HSA would like the homeowner to attach the receipts for the window a/c units for their review. HSA is dispatching another vendor to diagnose the failure with no deductible due to the homeowner and they should be calling to schedule an appointment shortly. If the homeowner does not here from US Services within a few hours, please call them directly at ###-###-####. Although the zip is different, they do service that area.

Business

Response:

HSA apologizes for the delays in he claim. HSA has reviewed the documents and will be contacting the service providers to review their finidings. HSA has also contacted the customer as well with this update.

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 spoken with the HSA person and I am waiting on them to review the claim and get back to me.

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 cancel my warranty with HSA but the company will not issue a refund.

My wife and I recently bought a home (July 2013) and purchased our home warranty from HSA. We subsequently filed two claims for service on our appliances and both claims were denied. The first claim was related to a service performed by a preferred contractor (selected by HSA). After the service was performed, the contractor collected the deductible due for the service and stated that the rest was covered by home warranty. However, three weeks later, I informed that the claim was denied and we now owed the entire amount to the contractor for the service performed. At no time were we informed that the claim was pending review and that we may be liable for the remaining amount. We were given NO OPTIONS to shop around for a preferred contractor and now end up owing the contractor hundreds of dollars. Later, another claim was denied because, as HSA stated, it wasn't due to wear and tear. Though, when I called, the customer service representative stated that it was normal wear and tear but it was not due to mechanical failure so the claim would not be honored.

After these two instances and the lack of customer service, I expressed my desire to cancel the service and obtain a refund on my annual service fee. However, I was denied and stated that my only option would be to "not renew" the contract when it ends and they would keep the entire amount.

This makes little to no sense because there is no incentive for the company to provide quality customer service when they no there is no chance of them losing money. Their actions related to the claims were dishonest and their customer service that followed was rude and argumentative. Please assist me in the recovery of my pre-paid annual service fee.Desired Settlement: $419 refund for pre-paid services.

Business

Response:

The refrigerator claim was denied due to the drain needed to be unclogged, which is not covered under the warranty. The warranty does not cover general maintenance issues. On the dishwasher claim, the homeowner was given authorized choice because HSA did not have a service provider that worked on that specific brand and the homeowner stated he knew of one. When HSA gives a homeowner authorized choice, HSA advises them to have the service provider call in to HSA to speak with an authorization associate to get a diagnosis of the failure before the work is done. The claim was denied due to failure was not normal wear and tear as the service provider found glass in the sump of the dishwasher. The contract is a non-cancellable contract; however, the contract does cover mechanical failures due to normal wear and tear.

Business

Response:

Per your contract, on page 3, number 3: Deductible: you will pay the $75.00 deductible for each separate trade call. If multiple visits are required for the same repair you will not becharged an additional deductible. Trade call means each visit by an authorized repair contractor. The deductible shall apply to all approved costs including service call charges. If service work performed under this contract should fail, then HSA will make the necessary repairs without an additional deductible for a period of 90 days on parts and 30 days on labor. In the event that the failure is not covered, you are responsible for all charges incurred. As far as cancelling the contract, see Section H:The warranty is non-cancelable by either party except for the following: A. The contract fees are not paid. B. Fraud or misrepresentation of facts material to the issuance of this contract. C. If the contract provides coverage for the seller during the listing period and the listing is withdrawn or expires. Should this contract be cancelable under the laws of the state where the contract holder resides, an allowable administrative fee will be charged upon cancellation. There are not allowable state provisions that allows the customer to cancel the contract.

Consumer

Response:

Review: We just purchased a home and the insurance policy was bought by the seller to protect us. We filed a claim on the heating system that worked fine when we moved in. It passed the inspectors qualifications. We used the heater for approximately a month, when it gave out. I turned it in to the home warranty company, which in return said they would not pay, because it was a pre-existing condition. Don't ask me how they came to that conclusion. We have tried for a month to get in touch with them, they will not call back. I'm wondering if I need to get an attorney for this situation. The contract does say it covers undetectable pre-existing conditions.Desired Settlement: I want my heating system fixed. That is the contract we purchased. Someone to call us back.

Business

Response:

The secondary heat exchanger is part of a class action lawsuit on failures to 90% furnaces for secondary heat exchanger for Bryant, Carrier and Payne models. This Bryant unit with model number beginning with 350MAV is included this lawsuit and the homeowner can call 1-800-CARRIER for their options. Per the contract, the manufacturer's warranty, supersedes the HSA warranty. See number 16, in Limitations of Liability, "Repairs related to manufacturer recall or defects. In the event that there is other collectible insurance, manufacturer warranty or in-house warranty or guarantee coverage available to you covering an “Operational Failure” that is also covered by this contract, our coverage shall be in excess of, and we will not contribute with, any other insurance, warranty or guarantee."

Review: Was provided this home warranty coverage with the purchase of my new home. Called warranty company regarding an issue with my hot water tank and they sent out a plumber who indicated that I needed to have a new hot water tank as the old one could not be repaired. This project was started in March of this year and the home warranty company spoke with the assigned plumber and okay'd his work leaving me with an outstanding balance of $354.00 which he required prior to completing my service. Initially this all went very smoothly and the plumbing company was prompt in setting up a time to come out and install the new hot water tank. The plumbing company also indicated that I would need a permit, an expansion tank and a fee would be charged to haul my old tank away. The initial install was done but at that time the expansion tank had not arrived and I was told that he would return to complete this and asked if he could leave the old hot water tank that was still draining until he returned to install the expansion tank. I agreed. Time passed and I made attempts to call the plumbing company for completion of my service but to no avail. I then called the home warranty company back for assistance and was told they would investigate and return my call. I waited an additional week and heard nothing so I called back. I asked to speak with a supervisor who assured me she would look into the matter and place my call in her "queu" and follow up. I waited an additional week and heard nothing so I called again. Now I was told that they were able to reach the plumbing company on another line who stated they had attempted to phone me on several occasions to no avail and they would contact me the following day and set up a time to complete the project. Again, I heard nothing and returned a call to the home warranty. This time I spoke with a supervisor named [redacted] who was the only person who followed up with me. He arranged for a new plumber to evaluate whether the job was complete or not. They sent out a representative from a 2nd plumbing company and the work was reviewed as well as the invoice from the original company and the 2nd plumber agreed that we were charged for an expansion tank that was not present, a haul away fee but the original tank was still in the basement and a permit that was not needed. He advised me that he discussed this matter with HSA and they were going to attempt to recover my funds and if they were not able to do so would be refunding my fees. I then waited an additional week and heard nothing from HSA. I was contacted to renew my coverage and when I asked what the resolution was with this matter was transferred to another area. When I attempted to discuss further, I was told by another worker (not a supervisor as I was not permitted to be transferred to one) that this was an issue between me and the original company and I needed to take care of it. They could not assist me as the original company stated the job was completed. I left a message on [redacted]'s voice mail but never received a return call. I spoke with the 2nd plumbing company and they too were trying to assist me with this matter but were also having a hard time being able to reach anyone or talk to the same person twice. I still have the old hot water tank in my basement ($50 haul away fee), no expansion tank ($75 fee) and a permit that was not needed ($125 fee) and the home warranty company has not followed up with any additional information or assistance. I cannot believe that they would recommend the use of a company with such poor follow through and who charges for items and permits that are not needed. What a poor reflection of the warranty company. The follow through is awful, the ability to speak to someone more than 1 time ridiculous, and overall a terrible company to work with. I hope that in the future other real estate agents do not recommend this company to anyone.Desired Settlement: I asked that my money be refunded and the hot water tank be removed from my home with no additional charges to me.

Business

Response:

HSA has been in contact with the homeowner and is refunded $250.00 to the homeowner. The check will be mailed today.