Home Security of America, Inc.

Review: I submitted a claim around September, 4, 2015 about a loud noise (sounds like a machine gun going off) when getting water and ice. Repair service came out and said they needed to order a new part. About a month later the part came in and they came to replace the part. Upon arriving they told me that manufacturer reported it no longer makes that part and they sent another to see if it would work. After taking my refrigerator apart they said they were unable to install the part. When leaving the repair person indicated that they will try to order the part again. I called for an update last week and was told the part was on order. A part they told me is no longer available. It's been 3 months with no resolution. I have tried calling HSA numerous times, but I am always on hold for 45 minutes or longer without being able to talk to anyone. I don't have time to keep calling and being put on hold like that.Desired Settlement: I would like to have my refrigerator replaced. It's not working and I have been waiting for over 3 months.

Business

Response:

HSA apologizes for the delays in the claim. HSA has contacted the service provider to obtain an update on the necessary parts needed for the repairs. The service provider has contacted the manufacturer of the refrigerator along with the distributor to locate the correct parts needed for the repairs. Once the service provider receives the parts, they will expedite the repairs. Thank you

Review: My central AC has been down for over a week. A claim was filed on 22 June 2015 and per the email directed me to use a vendor of my choice. I called up a vendor and the HVAC technician came out that same day to diagnose the problem. I will be needed a whole new central AC unit for my home. Prior to any repair can be done, the technician must get into contact with a HSA Approval Assoc in order to utilize my warranty or HSA may not cover any expenses.

The problem here is, I can't get a hold of a HSA approval assoc. It's been over a week now and July is upon us. The heat and summer is here yet I can't get a hold of HSA. I've spent 4 hours on the phone waiting on hold to speak with someone from HSA. If I tally up all the hours waiting on phone for each called I made, it's well beyond 10 hours. My HVAC technician has called numerous times leaving voice messages for HSA to return call. In the hotline number, a automated voice gave the option of continue holding on the line to speak with a representative or leave a message and someone will return the call. It's been over a week and no one from HSA had called my HVAC technician about doing repairs. I've sent 3 emails and no response email has return. Someone from HSA will contact me within 48 hours per email. It's been a week, no phone calls nor email response.

What will HSA do about honoring their service they sold to me to do repair on my broken central AC unit to my home?Desired Settlement: Contact me, contact my HVAC technician and honor your product service HSA sold to me and repair or replace my central AC.

Business

Response:

HSA apologizes for the long hold times. HSA has made several attempts to contact to the vendor and left messages for them to call back. HSA has notified the homeowner that they have been trying to contact the vendor and the homeowner was going to call the vendor to let them know.

Review: We used our HSA warranty to have someone look at our broken garage door. 5-Start Garage Door was sent to us. It's worth noting that this company has MANY negative review all over the internet. We paid the $75 copay to the worker as required. The compliant is that the worker was at our home for less than 5 minutes and immediately diagnosed the problem as not being covered without actually looking at are whole system. We were quoted an unreasonably high price to fix it. We used another company to perform the repair.. While performing the repair the worker noticed that our garage door motor is not sounding right and should be replaced. Had the first guy even looked at our system he would have known that, but instead he took our money and ran in less than 5 minutes. I called HSA over 3 weeks ago and spoke with a claims rep. She said they would look into and get back to us. Here we are 3 weeks later and still no response. She also got nasty with me towards the end of our conversation. VERY nonprofessional demeanor.Desired Settlement: I would like either our $75 dollars refunded or our garage door motor repaired by the company of our choosing.

Business

Response:

If the homeowner would like HSA to review the claim, they can have their technician call HSA at ###-###-#### to speak with an authorization associate to give HSA the diagnosis of the failure to the motor. HSA would adjust to the affiliated vendor's pricing for the same repair on an approved claim.

Review: On March 31, 2015 we purchased an HSA Home Warranty that covers various aspects of the home. The warranty that was purchased was the premium option. Our garage door opener failed. We contacted HSA to have them send out a technician to repair this. HSA reported they did not have a technician in our area on their contract lis so we needed to call a local technician. The local technician was contacted and they completed the work. This individual was the original installer of the garage door. The repair cost was $285.00. I submitted the bill to HSA and they stated that in order for us to be reimbursed, they had to speak to the company. The phone number of the installer was provided to HSA and they called and spoke to a representative from the garage door company who explained exactly what work was completed, as required by HSA. To date, I have called HSA three times late in the night to reach HSA. Due long wait times, I call late in the night to avoid the one hour to one hour and a half wait time that is received when calling during the day. Each time I have reached a representative (###-###-####) for HSA, they state that they must talk directly to the individual who completed the work. Due to the lengthy wait times, the technician has been unable to reach them. This has caused a great inconvenience and I am yet to be reimbursed for what was spent on the repair.Desired Settlement: I would like them to honor the contract in place. The contract number is 39 0001387795. To date, I have not received this reimbursement of $285.00. I would like to receive the reimbursement for the cost of repairs.

Business

Response:

As of 10/10/15, HSA has attempted to contact the vendor four times to obtain the needed information and have left messages on voicemail and the answering service without having received a call back. HSA will attempt one more time to reach out to the vendor.

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: 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: I have been trying for 3 weeks to get a service technician scheduled. The first phone call was made on the 9th and there have been multiple email requests made since then. I have waited on hold 4 times for over 45 minutes and nobody ever answers.

The service technician that was supposed to be scheduled has failed to answer any calls nor schedule a time to repair.

This has been three weeks and I am incredibly tired of waiting on hold and not being responded to. Even your email responses claim an answer within 48 hours - and I still haven't heard anything back.Desired Settlement: I want my claim handled, response from HSA and the contractor and the deductible waived.

Business

Response:

HSA apologizes for the long hold times and a different vendor has been dispatched for the homeowner. The homeowner was contacted with the vendor information on 10/1/15.

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: HSA sent out a very unprofessional contractor to my house to work on my furnace, they did nothing and HSA would not remove their fees.

HSA sent out a very unprofessional contractor to my house to work on my furnace, they did nothing and HSA would not remove their fees.

The furnace was going out frequently, and we kept having to relight the pilot light. Additionally, we were smelling fumes and hearing noises from the furnace and wanted HSA to have contractor service the furnace. Contractor came and relit the pilot and left, and refused to come back after I called them.

We were charged a $75 dollar service fee for a "service professional" relighting a pilot light. I called HSA afterwards and they would not refund me.

The bigger issue is that they did not actually look at the furnace. It was slowly emitting unsafe fumes for a few months.

A few months later the furnace stopped working, and HSA said that would not help with it as it sounded like it was faulty workmanship. Had their contractor looked at the issue months prior, the furnace would be fine.Desired Settlement: I would like both a refund for my $75 dollar service fee, and be reimbursed the money spent on the policy in the first place as services did not cover any appliances in my home as advertised.

Business

Response:

In order for HSA to determine any coverage, HSA would need to get a diagnosis of the failure from the vendor the homeowner used for the repair. The vendor can call the vendor hotline at ###-###-#### to speak with a authorization associate.

Consumer

Response:

Review: I have a home warranty through this company, in June I filed a claim due to the air conditioning at my residence not working. I had two separate companies come out and look at the unit, both companies stated that the compressor in the unit was bad and would either need to be replaced or replace the unit due to its age. I contacted HSA and they told me to get an estimate for having the unit replaced, when I did they said the quote was to high and they wanted a company they contract with in the area to come look at the unit. An individual from the company they contract with came to look at the unit and said the coils needed to be cleaned and he didn't know if that would actually make the unit work but HSA would not pay for it. When I asked the individual about the two other companies diagnosis that the compressor was bad he would not answer the question and it was clear that he had been instructed what to say so that HSA would not have to pay for my system.Desired Settlement: I would like for HSA to pay for the cost of replacing my air conditioning unit, I have a home warranty through them and they are not honoring the end of the contract.

Business

Response:

In order for HSA to determine coverage, the unit would need to be cleaned so that the technician can determine what component parts are failing. Until this is done, HSA cannot determine coverage.

Business

Response:

As stated in previous response, the homeowner would need to have the unit cleaned before a proper diagnosis can be done on the unit. The condenser and evaporator coil need to be cleaned and the system rechecked. The technician is unable to determine what component parts are failing due the high pressures.

Consumer

Response:

This HSA Home Warranty is so disappointing. We had the old home owner buy it just in case of any issues after we moved in. I was denied on a roof claim because that was optional, that would have been nice to know. Anytime I call I'm on the phone for at least 45 minutes. My current claim was initially denied because they said it was a pre-existing issues. Isn't everything pre-existing when you buy a used home? After arguing on the phone I had to send them my entire inspection to prove it said it was functional at the time we bought the house. Then they said they would cover it and they contacted the furnace service company. After a week I called the furnace company who said they had not been contacted. I am now on hold with HSA to find out why they haven't contacted them yet. It's been 45 on hold and I'm about to hang up cause I don't have time for this right now. Look elsewhere if you are wanting to buy a home warranty plan.

Review: Wed 7/15 I called and made a claim about my A/C not working. They dispatched a vendor, who came to my house on Fri 7/17. I was told that I would receive a phone call within 24 hours from HSA regarding my claim for repairs. Seeing how this was a Fri, I expected a call on Mon. Monday I called in and was on hold for over an hour and NEVER spoke to anyone in the "authorizations" dept. I called back later and left a message for a supervisor to call me, which NEVER happened. Tues and Wed I called in both days to only be put on hold for over an hour EVERYTIME and never talking to a "person". This is RIDICULOUS that noone seems to be able to answer the phone and take care of my claim. It has been WAY OVER 24 hours and still NOTHING has been done!!!!!!!!!!!Desired Settlement: I want my A/C replaced/repaired. The vendor that was at my house stated that the R22 coolant is being replaced with a newer "safer" coolant per the EPA. He stated that he recommended that I replace my A/C unit with the newer EPA suggested. I am VERY tired of "sitting" on the phone and getting NOONE to talk to me about this. I have already paid my $100 deductible and want the work DONE!!! It is WAY to hot out to not have air conditioning right now.

Business

Response:

The claim was approved on 7/27/15 for the evaporator coil. The homeowner will hear from the vendor to set up a service call for the installation of the equipment.

Review: I have contacted this company several times to service a new AC (heat pump) that keeps leaking. They can't send someone here that can fix it properly or see if I have a defective heat pump. I paid $1,075 plus numerous $75 Co pays. My monthly contract is $45. It gets very hot in GA and I am permanently disabled. There is no priority in getting my issue resolved. As of today, I have not received a phone call to set an appointment up. I have kept a paper trail of all calls and appointments.Desired Settlement: After the ongoing issue is resolved I would like out of my contract and be refunded the amount of all service calls paid out by me. If not, attorneys will be involved.

Business

Response:

HSA gave homeowner authorized choice of vendor, meaning they can contact their own vendor as HSA had no service provider available. This occurred on 7/20/15 and HSA approved emergency service on this claim. HSA needs the diagnosis from the service provider to proceed with the claim process.

Review: I purchased a warranty through HSA. I contacted them on 9/3/14 because my water heater ruptured. I was told by HSA that I could use a service provider of my choice. I have a service company that I have been using for many years. The total cost for a 50 gallon oil fired water tank with the burner and the wiring and installation is $2,450.00. I was kept on hold for over 2 hours with HSA to only be told that they are going to only pay $750 because that is what they can get a water tank for. The price for just a 50 gallon oil fired water tank at [redacted] in [redacted] costs $1900 plus 6.25% sales tax. The burner for the water tank is an additional $500 plus 6.25% sales tax. That does not even include the wiring and installation by a plumber. I have small children as well as dogs that need to be fed and bathe and the water is currently shut off at the house. I asked HSA if I use their provider will I only be responsible for the $50 deductible. Rachel proceeded to tell me that HSA will only pay for the water tank and I would still have to pay additional costs besides the $50 deductible an she could not give me a time frame as to when the repair would be made. I cannot have my young children and pets in a home with no running water and no time frame of when it will be fixed. I just had my air conditioner repaired and HSA told me I could use my service man and I was fully reimbursed for the total repair less the $50 deductible. Now that I have an expensive repair, they do not want to pay for it and honor the contract. In the state of [redacted], I cannot keep my children without running water because HSA refuses to repair the water tank and burner and is being completely unreasonable with their pricing. If HSA were in [redacted], not only would the Revdex.com be involved but the attorney general and the board of health would be contacting HSA.Desired Settlement: I want to have my service man make the repair and be fully reimbursed for the repair costs. This has always beent he case in the past and I would get reimbursed the amount that I paid out of pocket less the $50 deductible. I need to have the repair done in a timely manner and my service man can make that repair and the price is a reasonable price for the repair that needs to be made.

Business

Response:

The homeowner was advised that pricing would be adjusted to what HSA's affiliated vendor would have charged for the same repair due to the fact that HSA affiliated vendor was available to do the repair. A supervisor spoke with the homeowner yesterday and explained the pricing adjustment. The homeowner approved the non-covered charges and is proceeding with having their vendor complete the repairs.

Review: Contacted HSA for a leak in ceiling. They had me contact FPF plumbing, but this company could not get there as soon as I needed someone to stop the leak. FPF suggested I call someone else. I called a plumber and was charged $125 for the plumber to tell me it was a a/c problem. I called a/c repair and was charged $89 to unstop a drain line which was causing the leak.Desired Settlement: I would like HSA to reimburse me less $75 for what I paid to fix the leak in my ceiling which was under warranty. I had a previous leak from a plumbing problem which they DID fix to my satisfaction so I know the repair should be covered under my contract at the time.

Business

Response:

The claim is denied due to the failure being caused by a cleaning issue. The a/c condensate line was ran into the p-trap and the p-trap was clogged. The vendor recommended cleaning to the p-trap and this re-run the condensate line. Theis is not a coverable service under the HSA contract.

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: We moved into our new home on February 26th. We immediately found a water issue on the floor of the bathroom. This issue turned into raw sewage all over the floor and in the tub. I contacted HSA after reading their brochure that was provided to me at closing. It shows plumbing and waste line issue are covered. HSA advised that they did not have an emergency plumber on call and for me to contact my own plumber. After the work was completed, it was determined that the sewer line had a break and sewage was getting backed up in the break. The current blockage was removed from the line but the pipe needs fixed or this will happen again.

HSA is refusing to pay for the full service of the initial plumber or to fix the pipe. The are saying that they have a max of $500.00 and we already went over that. The brochure we are provided does not show anything about a $500.00 limit. It only shows that these repairs are covered.Desired Settlement: I would like for HSA to honor what the brochure states and pay for the initial plumber and fix the broken pipe.

Business

Response:

After further review. The contract covers for failures of plumbing that is encased in concrete up to a $500.00 aggregate limit per the terms and conditions of the contract. HSA will only pay for the portion that is failing within the concrete. HSA has approved for the $500.00 limit on the claim.

This can be found in section F Limitations of Liability #5. Any plumbing or ductwork failure requiring access through concrete, stone, rock or brick is limited to $500.00 aggregate for total repair cost including access, diagnosis, repair and /or replacement, even if the primary failure is not located within the concrete, stone, rock or brick. This aggregate limit is for the year of the contract. Thank you.

Review: I bought the house at [redacted] through [redacted] agency. The house was sold with a warranty provided through HSA, which porvides coverage of all appliances for a year from the date of purchase which was 7/29/2014. Last Thursday, I noticed that the water heater was leaking, so I filed a complaint on line and HSA sent [redacted] to come and review the situation, Matt the plumber took a look at it and said that he was unable to fix the water heater and it would need to be replaced, so I payed him the $75 deductible that I was required to and he said that he would call HSA and get authorization for a replacement. Over the last couple of days I have called [redacted] a couple of times and they tell me that when they call for authorization they get put on hold for hours and I have also personally called them myself to experience the same thing. In the mean time I have water in the basement and I feel that HSA need to meet their obligation to relace the water heater per the warranty contract.Desired Settlement: They need to live up to their promise to provide the coverage that they have already been paid for, which in this case is a new water heater.

Business

Response:

HSA will have an associate call the vendor to get the diagnosis of the water heater failure and once they have received that information, they will contact the homeowner with status of the claim.

Business

Response:

HSA has sent an email to the homeowner regarding the claim approval. The homeowner would need to call HSA ###-###-#### to go over and approve some non-covered charges.

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 only if they make arrangements to replace the water heater, such as issue a PO for the water heater and send it to their approved plumbing supplier. I responded to their proposal on the 15th of July directly, but have had no response from them. Please keep this open till the matter is completely closed.Thanks for your assistance,

Review: I have my home warranty with HSA. This is my home which I have purchased in July-2015 (8 years old home). In the first winter, we have started heater on first floor. There was no heat coming in kitchen and living area. With the same temp in heater, other rooms were becoming very hot. I have put service request to HSA. They have sent technician (from company called ComfortMax), who did 30 to 1 hour of inspection and informed me that my home heat carrying duck pipe are not designed correct and hence I have to fix dampers. He mentioned that it is not included in the warranty coverage and asked me 350 to 400 USD to fix. I refuse to get this fix because cost was very high. I also did not agree that how come in 8 years old home, such problem could be there.

I have called both ComfortMax and HSA and tried to convince and explained them that they should do proper examination to find correct problem. They are refusing to listen me and did not agree with my analysis. They finally declined my repair request (I have email evidence of decline) and charged me 75 USD for technician visit.

Finally I have decided to contact local person to fix the issue as winter was getting heavy in the month of Jan-2016. One of local person visited and he inspected the same places again. He found 8 to 9 big holes in the pipes carrying hot air to the kitchen and living area. We have taken all the pictures of the holes prior to repair them. He fixed all the holes by providing proper insulation and duck tap. This entire labor work took almost 4 to 5 hours. Including materials and labor cost was close to 800 to 850 USD.

After this, once again I had contacted HSA to explain the entire situation. They understood and promised to contact me after 2 to 3 days. I have been calling them almost every day. Their phone lines are usually so busy that I have to wait for almost 20 to 30 min to get someone on line. Whoever comes on phone, transfer the call to someone and then finally no one pick up the phone?

My concerns

1. If at first glance, HSA had done proper analysis and arrested the air leakages, would have not cost me 850 USD in spite of my home warranty with them. They lied to me that it is duct design and dampers problem.

2. How come they did not find 8 to 10 places heavy air leakages?

3. After this, when we are trying to contact them, they are not providing any response and not attending the issue.

I am looking for my money reimbursement from them and trying to log this so that in future they do not repeat this type of incident with any other customer.

I have all the photographs, emails and the report as evidence with me.

Business

Response:

After further review of the claim and the diagnosis from the customers service contractor, they reported that there were several tears in the ductwork, and have been stepped on as well. This is not normal wear and tear. HSA contract only covers for normal wear and tear failures. Thank you. HSA in not able to offer coverage for any of the repairs.

Consumer

Response:

Review: HSA agreed to have a service person come reevaluate a denied claim and did not send them. They also did not answers calls, left me on hold for hours.

I called and reported a claim that duct work had separated inside the wall going to a second floor bedroom. They sent a service person out 6/1/150that looked in my basement for about 5 minutes and then collected my $75 deductible and left.

A few days later I received an email that said the claim is not covered because the duct work separated from abuse or misconduct. I called HSA and waited over 1 hour to talk to someone. I explained that it could not possibly be abuse or misconduct because it is inside the wall and we couldn't reach it (obviously, or we would have put it back together) the representative agreed and talked to a supervisor and then informed me that they would send the vendor back out to say how exactly the duct work detached. The vendor never called so I called them and they said HSA never contacted them. I called HSA and was on hold 3 times for over an hour each time. I called other departments trying to talk to an actual person and still was unable to be connected to "the right" department. People even went as far as telling me that they are training people and hiring people to take calls!? In my frustration I told a young woman to cancel my account until I could talk to someone and get my problem resolved. She canceled my account and hung up with me in about 3 minDesired Settlement: I want HSA to refund me the money I paid them to renew my contract starting May 23, 2015 and a refund for the deductible I paid for no reason at all since they did not do what they said they would. (send the vender back to describe the failure

Business

Response:

The ductwork did not fail due to normal wear and tear and the claim was denied. HSA did cancel the renewal for the homeowner and the $51 payment will be credited to the credit card that it was taken from.

Consumer

Response:

On Tue, Jun 30, 2015 at 8:35 AM, [redacted] wrote:Dear [redacted],

I am an HSA customer- have been working to resolve an HVAC claim for 7 weeks. Two days ago, the temperature was 92 degrees in my bedrooms. The company took 4 weeks to first resolve replacing my condensing unit. However, 3 weeks since that time, and still not working!
I've made at last count, 12 calls to HSA, since I opened my claim 7 weeks ago when my upstairs HVAC unit would not cool the upstairs. Tonight, I waited for 2 hrs and 6 mins before the line was disconnected. I called 3 times to follow up after the disconnect and at 10:06PM the wait was 12 other people ahead of me. No option to help me and no supervisors available for escalation per the people on the phone.
[redacted], has not responded to my post on his Facebook page. I have since escalated to, who I Believe to be the owner of HSA, CNA, (though I could be incorrect and will revoke my commentary against CNA if incorrect or since divested) - regardless- No one has provided any possible resolution to the problem.
I'm starting to be concerned that this company has less than the best of intentions.