Home Security of America, Inc.

Review: I purchased a home warranty from HSA Home Warranty for $470 when I purchased my home in June 2013. Recently, I had noticed a problem with my water heater, where a blue goo was leaking from the water heater pipe and I reviewed my warranty and confirmed that Water Heater Piping was covered. I called the HSA hotline in May 2014 to report the issue and they confirmed that water heater piping was covered and that they would send out a repairman. The repairman from [redacted] came the following day. However, he and the HSA representative I spoke with ([redacted]) claimed that the leak was due to faulty installation, even though I noted that the water heater was installed 6 years ago and there had been no prior problems during that period. I disagreed with their assessment and pointed out that the contract clearly stated water heater piping was covered (period), but they simply said they did not agree and they rejected my claim and I was forced to pay $260.00 out of pocket to fix the leaking pipe. I can only imagine how many other unsuspecting home owners have been similarly defrauded by this company and their deceptive practices related to finding ways to not honor commitments they have made. Moreover, when I indicated that I would like a refund to settle the issue fairly, [redacted] simply said there was nothing he could do. End of Story. I'm sure they figure most customers will just stop fighting, pay the bill, and allow HSA Home Warranty to pocket the money.Desired Settlement: I would like HSA Home Warranty to reimburse me in cash or check for the $260.00 that I was forced to pay to fix the damaged pipe that should have been covered by my warranty. I would also like them to amend their warranty contract language to clearly state what items are and are not covered, so that other unsuspecting customers are not tricked into thinking that the warranty they purchased provides them with real protection for their home when it fact it does not.

Business

Response:

The HSA contract for this property was never paid at closing time and is not in force. HSA made an error in setting up the claim for dispatch and due to that error, HSA will be refunding the homeowner the $100 deductible. The refund check to homeowner is set to be mailed out today. In response to contract language, the contract clearly states what is covered and not covered. HSA can not guarantee coverage until we have a diagnosis of the failure from the technician.

I purchased a warranty with HSA. When I went to file a claim they told me I did not have a contract with them. I paid for two claims out of my own pocket because of this. One year later they called and asked me to renew my policy. I explained that I was told I did not have a policy. They responded with: you do, call us back and file your claim. When I did (two weeks later) they said sorry, your policy is expired and we can not fill your claim. No one told me I had to file it before the deadline, I had called multiple times to find a solution before it expired. They dragged their feet and the contract expired. When I called customer service I was treated rudely. I would never recommend this company to anyone.

This company is impossible to deal with. They do not provide service but will spend hours at a time arguing with you as to why they will not provide service and it does not matter whether you are speaking with an agent or a supervisor. They just keep saying "NO" over and over in different ways. If you experience a service issue and call on a Friday morning, plan on not getting any service until the following Tuesday and if your a/c goes out in the very humid Washington, DC area, it doesn't matter, because as I was told: "people lived without a/c in the 1900's and it was fine, so you can too."

Review: We called a plumber to assess a smell that was coming from the exposed sewage line that connects to the main sewage line that runs out of the house. The technician determined that part of the line was back pitched causing some water/sewage to stay in the line. He recommended rerouting the sewage line and couple other lines so that components leave the pipe in the correct manner. Originally the claim was denied because the plumber said it was due to incorrect installation, not wear and tear, which isn't what he said at all. He specifically said the line was back pitched probably due to wear and tear. She kept probing him as though she was looking for him to answer incorrectly. She asked if the line was in concrete or below concrete and the tech. said he wouldn't be able to tell that until he broke up the concrete. I didn't feel right about that claim, so I called back two more times. Both, reps. told me they would call the technician, I gave them the number and to find out yesterday no one called. I then called yesterday and talked to a supervisor. Again the probing for wrong answers ensued. Eventually, after asking round about questions for about a half hour and asked specifically what the supervisor was looking for. He again asked the plumber if it was in concrete or in dirt below the concrete, which was already noted (I don't see the need to ask again) and again he said he wouldn't be able tell without breaking the concrete. The main determination (this time) was asking what he felt could have caused the backpitch. The plumber after being interrogated for twenty minutes, mentioned a few, tree roots, soil. But then later stated that it could have been a number of items such as NORMAL WEAR AND TEAR or hard water, ect, because the house is about 100 yrs. old. But because he said it was roots or soil at one point, the supervisor hung on to this and declined it. The bottom line though is that no one will be able to diagnose the cause of it until they break up the concrete and look at the actual pipe. I feel the people of has probe and probe until the get the wrong answer they want to hear. And when they get some statement, even if it's not the whole statement, they cling onto it regardless. As if not one of them has ever said something and then gone back and retracted their statement because they were under pressure and didn't get to say what they really wanted to say. I believe this should be covered. The cost was approximately $4200, and I would like coverage or reimbursement for it.Desired Settlement: coverage or reimbursement for repairs

Business

Response:

The homeowner called back and conferenced the plumber in with a HSA Service Support Specialist, because he felt the diagnosis of improper installation was incorrect when the technician called in the first time. HSA asked the technician to clarify what caused the failure. The plumber stated that tree roots or shifting of soil caused this backpitching of the line. HSA asked the plumber if anything else could cause the backpitching of the line other than tree roots or soil movement and the technician stated nothing that he could think of. HSA advised that the claim would have been denied because the contract does not cover for tree roots or shifting of soil, because this is not normal wear and tear. Once the claim was denied, technician recanted his diagnosis stating that it was normal wear and tear. HSA requested a second opinion from an afiliated vendor since the homeowner's vendor recanted the diagnosis after the claim was denied. The homeowner stated that he will call HSA back to let him know his decision. At this time, the claim stands as denied.

Consumer

Response:

Review: Moved into a new home and purchased the top level home owners warranty that covered unknown pre-existing conditions, failures dues to lack of maintenance, failures due to rust & corrosion, etc, etc. Upon moving into the house we found that the hot water heater that services the main level was not working and from the looks of the exterior of the hot water heater never would have thought there was anything wrong with the until. HSA denied the claim on the first phone call based on pre-existing condition prior to moving into the new home when on the front of their brochure spells out that it covers unknown pre-existing conditions. When we argued that successfully, they stated that the unit must have been rusty and again we noted that the contract and major bullet points on the front of the brochure spells our specifically...any failures due to rust and corrosion. We were told by the HSA agent that we needed to open the hot water heater prior to buying the home to look for faulty upper elements and a faulty lower unit. I am not an plumber or HVAC person and wouldn't know a faulty hot water heater from a good one even if I tore the entire unit apart. Photo's of the exterior of the unit were sent to the service supervisor at HSA and an explanation of our contract to buy the house noting that the main level master bedroom shower head (which is where I checked for how the unit functioned for pressure as well as hot water) and immediately walked upstairs to see if the showers there worked, which they did and had hot water. Upon closing, we were assured by the agent that the repair to the master shower was completed and did not learn of the issue with the hot water heater until after closing and moving in that same evening. HSA was contact immediately and was told a technician would be there Monday morning, to whom we had to pay our $100.00 deductible for a $330.00 total repair bill.Desired Settlement: HSA needs to either stand up and do the right thing here in repairing the hot water heater with a new upper element and lower thermostat of refund our poli9cy to the tune of $745.00.

Business

Response:

This claim denial was overturned before the customer contacted the Revdex.com. A supervisor contacted the customer to advise of this.

Review: I used my HSA Home Warranty to get our furnace fixed. The company they sent out to our house was [redacted]. This company left us without heat for 3 weeks in single and negative digit weather. After one week of them coming to our house to diagnose the problem they were still "researching" the parts. I have 1 year old twins so I had to have heat where they sleep, I called a different company to fix the furnace. Come to find out [redacted] was not even going to be fixing the furnace the proper way. They were just doing the job the cheapest they could do it, without replacing and installing the other proper components. After discussing this with a supervisor he said there would not be any problems with HSA paying the $660 to get the furnace fixed the proper way. After many hours and much aggrevation, HSA did not stand behind what they said and are only offering us $450. This is completely unacceptable to first of all leave someone without heat in their home for 3 weeks in single and negative digit temperatures, but also promise your customer you will give them a certain amount of money and then come back and tell you know. This company is a scam and I would never recommend them to anyone I know and being a real estate agent I would never sell a HSA Home Warranty again.Desired Settlement: I would like to receive the full $660 that HSA home warranty said they would refund us for paying for the services up front.

Business

Response:

The homeowner was advised that HSA would adjust the pricing to what the HSA affiliated vendor would charge for the same repair and homeowner was aware that there may be pricing adjustments. The approved amount for the repair is $450.00 and this stands as the homeowner was advised of proper procedures.

Consumer

Response:

Review: I was approved to get a reimbursement back towards a new dishwasher we purchased. Per our warranty it was covered and we were to get somewhere around $355 back to us. We have still not received our money and it has been over 6 weeks.Desired Settlement: I wish to get the money due me from HSA. I did everything on my part and they have yet to refund us the money due us. When I call and ask can you tell me when the money will be sent the response I got was "I can't tell you that ma'am!

Business

Response:

After further review CIL was processed on 4/18/16 and check was mailed out on 4/26/16. 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. We did get our check in the mail Friday afternoon. I am glad we have it but still think it is unacceptable how long it took and this needs to be known to others. This was not our only.issue with this company either

Regards,

Review: on Sat. January 17th we came home to find the smell of gas in our home. We immediately contacted our gas supplier to send someone out to find the leak..he couldn't find the leak but recommende we stay out of the house until the issue was resolved...I contacted my local repair guy who came out on monday morning (we stayed in a hotel until he came out)he found it was a faulty gas ignitor in the stove.. I THEN realized that maybe it was covered under a home warrantee by HSA... I called to put in a claim of 161.85 (minus the HSA deductible of $75.00)I got a return phone call today that they would only pay out $45.00 because I didn't use a HSA approved contractor!! I told them it wasn't like a washer went on the fritz this was life or death we're talking about with a gas leak...I said I wanted to talk to to a supervisor and I was on hold for almost 25 minutes before I finally hung up...Desired Settlement: I paid $161.85 for the repair and , given the dire circumstanes ( plus 2 nights at a hotel out of my own pocket) I would like to see a check for $86.85 (not $45.00!)

Business

Response:

HSA was not given the opportunity to have a preferred vendor come out to the home as the repair was already completed when the homeowner called HSA. HSA is open 24 hours a day, seven days a week for homeowners to contact in the event there is an emergency failure HSA would adjust the pricing to what the preferred HSA vendor would charge for that repair.

When we purchased our home In June of 2015 one of the reasons we purchased it was because it came with a home warranty. In January of 2016 we lost all heat to our home. When we reported the problem to HSA they selected a vendor that could not come out to our home for 6 days. Mean while we had no heat and it was between 20-30 degrees each night. They came out, could not diagnose the issue and suggested an electrician come out. I had to call HSA to get that approved, only to have the vendor they selected not show up to the appointment that they scheduled! 2 weeks after loosing heat HSA finally provided a vendor that came out only to find that after replacing the breaker we still had no heat. We knew there was something wrong with the unit the entire time and their vendor was unable to diagnose the issue. After 3.5 weeks of having to wait for HSA to approve services only to have their vendors unable to diagnose the problem we finally had to have our own company come out because we were approaching a weekend that would be in the teens every night. They were able to determine the problem, even without external power to the unit! After having the unit to replace to due age and the issues with it HSA only approved a $1,400 dollar reimbursement. There is no way the unit could have been replaced for that and after being told by a representative that we would be reimbursed for labor costs as well I was later told this was not going to be upheld. With no heat source and temperatures below freezing no one should have to wait a month to get service. HSA does not care about their customers at all. When calling I have never gotten through to someone who can answer my questions without being on hold for at least 45 minutes, usually closer to an hour and a half! Each time I call I get a different representative with different answers! I will be letting all of my friends know how this company does business and to look elsewhere if they want a home warranty!

Review: On Aug. 22, 2014, the “blower motor” of my HVAC had a complete failure and stopped working entirely. I contacted HSA who sent out a contractor who was unable to fix the unit because he did not have the required parts. HSA did not order the required parts until Aug. 26, 2014. When HAS ordered the part they used standard shipping and failed to have the part expedited. During this time my wife was 5 months pregnant and the temperatures reached 100 degrees with heat indexes in the same range. The part that they ordered did not reach their contractor until after they were closed for business on Friday Aug. 29, 2014, which was Labor day weekend and they would not have been able to fix my HVAC system until Sept. 2, 2014 ( 11 days in 90 plus degree weather w/o air conditioning). Due to the hazardous situation that HSA forced my pregnant wife and I to live in, I had to hire a contractor on my own to replace my entire HVAC system. HSA has yet to fully reimburse me for the cost to restore air conditioning to my residence along with the addition costs for forcing me to live in such a dire situation.Desired Settlement: Reimburse the reminder of the total cost of my HVAC replacement ($1788.52)

Reimburse the time I wasted waiting on the phone to talk to a HSA representative, checking the status of my claim, finding alternatives to resolve the situation ect… 20+hours at $30.00 per hour($600.00)

Reimburse for the cost of food I was forced to buy and food I that spoiled because I could not cook it in a 90+ degree kitchen ($200)

Total reimbursement $2588.52

Business

Response:

The homeowner took the cash out option for $566.00 for the evaporator coil and $263.49 for the blower motor, that were paid out on 8/28/14. These were the approvable repairs that needed to be done. The homeowner chose to replace the entire system instead of replacing just the evaporator coil and the blower motor that were failing. HSA also gave the homeowner $167.26 for either a portable a/c unit or a hotel stay. HSA also reimbursed an additional $786.77 as service gesture towards the full system replacement that was paid out on 9/5/14. The total amount HSA reimbursed the homeowner was $1616.26 toward the full system replacement, which the retail price is $3577.03. The amount that HSA normally would have paid out on these claims was $829.49 for the evaporator coil and blower motor. While HSA apologizes for the homeowner's inconvenience, HSA gestured for a temporary source of cooling and extra $786.77 that would not have been paid. Per the terms and conditions of the contract, HSA is not responsible for delays in the parts that are part specific for the homeowner's unit. HSA will not reimburse anymore funds.

Business

Response:

HSA is not offering any further assistance with this claim and considers this matter closed.

Consumer

Response:

Review: I purchased a home and the previous owners provided a home warranty thru HSA. I had several inspections done prior to closing. These inspections included the HVAC system, the main sewer lateral line, termite inspection, city occupancy inspection, as well as a general home inspection. HVAC inspection came back clean with no problems reported.

After moving into the residence, we turned the furnace on and noticed that it was making loud noises before the blower would kick on.

We contacted HSA and set up an appointment to have their HVAC contractor come take a look. The HVAC person determined that there was a part that was ready to go out, but that they needed HSA's permission to replace it.

HSA denied my claim and they are stating that this was a pre-existing condition.

We, in turn, provided all of the HVAC inspection data that we obtained had prior to closing on the home.

They are still denying the claim and are now stating that when the part does go out, they won't pay to replace it, because it's pre-existing.

This is unsettling considering we've provided all of the documentation stating that there was nothing wrong with the system prior to me purchasing the house.Desired Settlement: HSA needs to back up the home warranty that they've sold us and fix the part on the furnace.

Business

Response:

The vendor advised HSA that the failure did not occur within the contract period; it was something that would occur over time. If the homeowner would like to get a second opinion and have that technician submit his findings to HSA, they can do so and HSA will review the claim at that time. With the information HSA received from the vendor, the claim denial stands.

Business

Response:

The claim was overturned after HSA submitted their previous response to the Revdex.com. The claim for the draft inducer motor has been approved and the vendor was notified of HSA overturning the denial.

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,

[redacted],
I’m writing in regard to your company’s poor service. My husband and I recently purchased a home and with a home warranty from HSA. This is the first time we have had all new appliances except for the water heater. Our adventure into service hell began 12/4/2015 with Elite Renovations & Design doing a repair on the hot water heater.
The service tech showed up and stated that he would have to repair the existing tank or we would have to pay out of pocket for a new one. So why, did we waste money on a home warranty if HSA is going to [redacted] fix it. I am not a plumber nor do I want to be. But, I knew that the tech did not do a good job. Because after he “fixed the part” he didn’t even bleed the lines or vent the hot water heater. He instructed me to just turn on the faucets and let them run for a little bit. I paid the $100.00 deductible needless to say. Then two weeks later my new dishwasher went down and over Christmas we waited for a part to come in. Last week my new clothes washer went down, when the lines where removed they where caked with junk from improper “repair” of the water heater.
So at this point I am beyond frustrated sir. My husband calls HSA to get another service tech out here 1/11/2016. When the new tech (plumber) from Service Today arrived he asked what was done previously I showed him my receipt. He checked the tank and found that the same part was not working. So he put in a request to HSA for a new hot water heater.
The tech returned 1/15/16 with the NEW hot water and got it installed and while bleeding the lines in the house discovered that the NEW tank was leaking from the bottom boiler drain. The tech apologized for the inconvenience and proceed to call HSA to get a new PO# he had to explain what happened repeatedly and then got transferred to the authorization department which put him on hold for about 30 minutes. THEN WHEN HE FINALLY GOT A REPRESENTATIVE THE YOUNG MAN WAS RUDE AND ENDED THE CONVERSTATION WITH “JUST GO BACK TO THE PLACE WHERE YOU GOT IT AND GET A NEW ONE!” SO OUR TECH CALLED HIS DISTRIBUTOR AND WAS TOLD HE WOULD HAVE TO GET NEW PO #. HE TOLD THEM HE TRIED TO GET ONE BUT HE WOULD HAVE TO CALL HSA AGAIN. SO HE CALLED AGAIN GOT TRANSFERRED BACK TO THE AUTHORIZING DEPARTMENT AND WAS PUT ON HOLD FOR 45 MINUTES. THE NEXT HSA REPRESENTATIVE NAMED Q GAVE HIM THE GO AHEAD TO GET A NEW HOT WATER HEATER AND JUST IN CASE YOU HAVE LOST COUNT WE HAVE HAD 6 SERVICE CALLS IN LESS THAN 42 DAYS AND CHARGED A $50.00 DISPOSAL FEE!
The best thing I can say is that Service Today techs where incredible. They were professional and wanted to take care of their customer i.e. my family. They were here for over 3 hrs on a job that should have taken them less time and had to come back on a Saturday to put in the replacement for the faulty hot water heater. This is an appalling practice to think you treat your customers and service techs with so little regard toward our time and money.
I am sending a copy of this letter to the Revdex.com both state and nationally. We have worked very hard to buy our home and take care of it. We do not appreciate the waste of time and money with HSA lack of facilitating. I have had to reschedule job interviews in order to be home for a couple of the calls. I am wife, mother and women who is trying to take care of her family and this behavior is infuriating!
EXTREAMLY DISSATSFIED,

Review: I notified HSA of my air unit not working on June 22,2015. They told me they would have a Prefered Heating & Cooling Company contact me in 24 hrs. It was 48 hrs June 24th, 2015 at 7pm at night when I finally spoke to a Preferred Cooling Company. They told me it would be Friday before someone could come out and look at it our air unit and if we needed parts that would be additional time for ordering parts. I then told the gentleman at the cooling company I was calling HSA back that wouldn't work for me I have small children and animals. I called HSA told them I need someone out before Friday and their response on all this was unacceptable that I've been waiting for someone since Monday. They informed me that I could call a Heating & Cooling Company out and I could pay for the repairs out of my pocket and that they would reimburse me within 21 business days. So I called Dial One Hour Heating and Cooling on Thursday June 25th. They came out 1st thing June 26, 2015 to diagnose my air unit and they informed me that my unit is 16 years old and its lost over 50% of its coolant that they do not recommend repairing. I need to replace for 3000.00. I replaced the unit for 3000!! Sent HSA my receipts several times !! Spoke to several Customer service reps and they keep telling me they need to talk to that company. I asked Dial One to contact HSA to go over the repairs but Dial One refused. I then notified HSA of Dial One not going to contact them and I was told that was ok they could call Dial One. I'm getting different story's. I have the Warrarnty from when I bought the home the air unit is covered.Desired Settlement: Reimbursement of my 3000.00 as I was told I was going to be when I sent them my receipt.

Business

Response:

HSA is contacting the service provider to get the needed information to find out what the failure with the unit was and what is coverable under the terms and conditions of the contract. The homeowner will be contacted after they receive that information.

Consumer

Response:

Review: I purchased a home on May 9, 2014. Through [redacted] of [redacted], I purchased a MN1012 Buyer Home Warranty Protection Plan (Contract #[redacted]) paid in full to HSA, Inc. The contract period was from 5/12/2014 to 5/11/2015. On May 28, 2014 I sent Home Security of America, Inc. of Cross Plains, WI cancellation notice via USPS with signature confirmation. On June 5, 2014 and via email, I received from a [redacted]) a letter informing me that said contract was cancelled. I received no refund, and no explanation either by phone or mail.

On August 27, 2014, I sent a second letter to Home Security of America, Inc. of Cross Plains, WI and wrote the following:

Dear HSA, I received the above referenced contract via postal mail and dated May 14, 2014. The effective start date per this contract was May 12, 2014. On May 28, 2014 I sent you a letter asking you to cancel the above referenced contract. United States Postal records indicate you received this cancellation notice on May 30, 2014. On June 5, 2014, I received an email from [redacted] a "Recovery Specialist" for Home Security of America, confirming that the contract had been cancelled. I am expecting a full refund from you in the amount of $445 dollars. Please send this refund to my address immediately.

Again, I received no refund from HSA, nor did I receive any explanation.

[redacted]Desired Settlement: I want a certified check in the amount of four hundred forty five dollars sent to me as soon as possible.

Business

Response:

The refund is being sent to the title company, who closed the property. It is HSA's policy to send the refund back to the party who sent the check and they would disperse the funds to the appropriate party. The homeowner would need to check with the title company on the refund. The refund check will be mailed to the title company tomorrow.

Consumer

Response:

Review: We have had 2 claims denied by HSA for reasons that are not accurate. The first was for a hot water heater that was not working properly. When the HSA service technician came out, they said the water heater was not installed to code an would not cover it. We contacted the original installation company, [redacted], and were assured that it was installed to codes and they contacted HSA on our behalf. HSA would not accept the proof on installation and denied the claim. Our second claim was for our furnace. It stopped working. The HSA service technician was less then professional. Was late for the appointment and when he left, at 9pm, he was to contact HSA, see and get back us. Two days passed with no word, we called HSA and they told us we had to wait for the diagnosis. Another week passed and when we called HSA, we were told the claim was denied because it was a pre existing issue. That was in correct. We had a home inspection prior to our closing and the unit was working and we provided written proof from the inspection report. Also, we had the furnace fro 2 weeks before it went out. The HSA CSR, [redacted], told us to submit the inspection report and if it was proven the problem WAS NOT PRE EXSTING the claim would be covered. As stated, we provided HSA with the proof. We then heard from an HSA supervisor, [redacted] told us "Oops, sorry, we made a mistake. Even though you proved it was not pre existing, the termination kit is really not needed and we won't cover it." This is not acceptable. We have a warranty that is worthless. They told us it would be covered once we proved it was not pre existing and now they won't cover it.Desired Settlement: We want our claims to be covered. This company tries everything possible to not pay claims. They are not an ethical company and they do not stand behind what they sell. If they do not make the correct repairs, we want a FULL Refund for our ENTIRE Policy!

Business

Response:

The homeowner cancelled the contract on 11/3/14 and needs to sign the cancellation letter and return to HSA. The refund will be processed once the signed cancellation letter is received.

Consumer

Response:

Review: Last Aug a purchased my first home and included in the sale was a home warranty with HSA. Unfortunately, within the first month of purchase the air conditioning unit failed and HSA helped to cover some to the cost of replacing the refrigerant. Sadly, about 6 weeks ago (6/4/15) we ran into the same issue, the A/C unit was not cooling and we called HSA again. A different company was dispatched to handle the claim. It took about a week to get a tech out to look at the unit. Upon initial inspection there was zero refrigerant in the system (so an obvious leak) and upon inspection of the outside unit there was visible sparking of the wires connected to the capacitor and relay which is a huge fire safety risk not to mention the exposure risks of the coolant on our family. We didn't hear back from either company for 2 weeks so we called [redacted] (the contracted company) to check on the status. The contractor stated that they were awaiting approval for a leak inspection. At that time HSA called us back and warned us that if a leak wasn't found that we would assume the full cost of the contractor which we then approved. It took another week to get the test performed which showed a leak in the condenser coil. When HSA called us they only mentioned fixing the condenser so I mentioned the sparking wires and they stated they would call the contractor to resolve any other issues with the unit. I called [redacted] as well and they had not been contacted so I asked that they also contact HSA to check if the wiring issues could be fixed under warranty as well as check on the functionality of the capacitor/relay as they likely had sustained damages/wear. I hadn't heard anything in a week so I called [redacted] again and there was no further progress and the parts had not been received. We then called HSA yet again, waited on hold for 42 minutes and received VERY little understanding that it was 95 degrees outside. Due to heat index advisories I was forced to purchase a portable A/C unit to keep one room in my home hospitable enough to safely maintain residence for myself, fiancé, child, and pets (including 5 kittens) which cost $375. As of today, [redacted] called to inform us that the parts for the condenser had arrived and to schedule that installation next week, however the wiring issues and capacitor/relay issues were still unaddressed. Conveniently, my policy expires on 7/23/15. I feel that this process has been purposefully delayed in an attempt to avoid accountability of the costs involved.Desired Settlement: I would like to see the unit fully functional and a full assessment of capacitor/relay/wiring to be completed in the next 7 to 10 days. I would like to have HSA contact [redacted] or another A rated Revdex.com company for a second opinion of the unit. I would also like to see some compromise made to compensate for part of the cost of the portable A/C unit as we had no other choices available due to the health safety concerns. I feel we have been more than courteous and patient with the warranty approval process. However, waiting this amount of time to have this type of repair completed is unacceptable. Better communication between HSA, their contractors, and the home owners is essential. I hope to hear from HSA within 48 hours in regards to how we can move forward.

Business

Response:

HSA is contacting the vendor to see if they have a diagnosis on the wiring issue. If the vendor did not inspect the outdoor unit then this will be a new failure and there will be another $75 deductible due. HSA will contact the homeowner once we have spoken to the vendor.

Consumer

Response:

Review: We have been loyal members of HSA for over 5 years and have paid several thousands of dollars in that time period. For the most part, we have been pleased with the quality of contractors we have encountered with our claims and have been satisfied with repairs made.

That is until recently, we recently made a claim on our dishwasher which we believed was leaking causing our kitchen floor to become damaged. On June 9, we requested repair on both our dishwasher and dryer. The HSA representative gave us [redacted]’s [redacted] as the contractor who would be complete our service request. The repairmen from [redacted] came to the house on June 13 and “fixed” both the dishwasher and dryer. When they left our house they stated both things had been repaired and gave my wife a receipt with no indication of additional services needed or what was repaired. We began using the dishwasher again for cleaning dishes.

The week of June 23 we received a telephone from [redacted]’s stating our part was in and needed to schedule a service call. We scheduled; [redacted]’s came out again to install the ordered part. While they were servicing the dishwasher they started to run the dishwasher through its cycle when a bunch of water went all over the floor. They cleaned up the mishap and “fixed” the dishwasher. They left without giving additional paperwork on what was installed. They stated that it was good to go; if it leaked again to give them a call.

Thinking the dishwasher was repaired we began using it again. Over time we noticed the floor appeared to be getting worse. Out of curiosity, I took off the bottom rail of the dishwasher and began to run the dishwasher. Within a few seconds, we knew the dishwasher was still leaking as water flowed steadily on the floor. I immediately stopped the dishwasher. Obviously, it had not been fixed correctly.

At this time we pulled up the laminate flooring in front of the dishwasher. We saw it was wet underneath it. We attempted to dry it out with fans and dehumidifiers. It didn’t seem to be helping the floor dry out. Fearing the floor damage was worse than we thought we contacted [redacted], a water damage repair company, to evaluate our floor situation. They confirmed our fears and gave us an estimate to remove the damage floor allowing it to dry. In order to do this the dishwasher had to be removed. We scheduled the work to be done on July 28; the cost would be $1350.

On July 24, after talking to [redacted], I called HSA to say that our repair had not been completed – our dishwasher was still leaking and our floor needed to be pulled up. The HSA representative at that time initiated another work order regarding the repair needed. We were also told to contact [redacted]’s directly if they don’t call us to get a service time. On July 25 a representative of [redacted]’s made arrangements with me to come back to my house. My wife met Carl, who verified that the dishwasher was still leaking. When my wife asked about repair, she was informed that [redacted]’s had not received the work order in their queue. She was told to contact HSA regarding the repair. Carl spent less than 5 minutes assessing the situation. He did not bring any tools with him to repair the dishwasher. After Carl left, my wife called HSA again to initiate a claim order for this repair. The representative told my wife that a claim order was initiated the day before and that [redacted]’s should have it in their queue and should be able to pick up the request.

My wife mentioned it to Carl regarding the work [redacted] was going to do that the dishwasher needed to be removed. Carl said that when they replaced the motor that it would be pulled out but he could not do anything until he received the claim request.

A new floor was put in on August 4. That day I contacted HSA on this day and told them we needed our dishwasher reinstalled and repaired. They claimed it wasn’t a dishwasher problem but a plumbing problem and contacted a plumbing company for us. The plumbing company did call but no arrangements were made between us because we would be charged another $75 service fee and no installation of the dishwasher would be covered.

Good thing no agreement was met with the plumbing company for this service because on August 13 [redacted]’s called me and said they have the replacement motor in and would like to schedule a time to install it. So much for a plumbing problem! I really had doubts putting this dishwasher back in after having invested $2500 in the floor with the fear it could yet leak again. But I was willing to go along with it if the $75 dollar service fee would be waived and the dishwasher would be reinstalled free of charge given the stress and expenses involved. HSA denied our request. I called [redacted]’s; they said they would charge us for the installation of the dishwasher.Desired Settlement: We were completely fed up with the situation, so we gave up on repairing the old dishwasher and purchased a new dishwasher to be installed. We feel that HSA and [redacted]’s should reimburse us for the minimum expense of the new dishwasher and its installation ($600) since both companies failed to rectify the situation satisfactorily. We are not asking to be compensated for the expense of the floor work, though maybe we should, so we hope they will agree to pay the $600.

Business

Response:

HSA is willing to reimburse for parts, labor and refunding of the deductible, since the dishwasher was repairable. The amount HSA will reimburse is $221.66. and the check will be mailed out on 9/2/14.

HSA has not called our vendor as promised and has not answered the vendor's calls regarding the potential AC repair. The customer service representatives who have answered the phone have been unable to answer many questions and do not seem interested in actually resolving our issues. It is unreasonable for them to expect service providers to remain on hold for hours at a time.

Review: Our AC stopped working for the second time in 3 weeks. We called the HSA company to file a claim. They told us that their preferred partners were all booked and told us we would have to find our own company to fix the problem and submit the claim to them. We found a company who came out and diagnosed the problem. The problem was the same problem as before. The first company to come out (one of the HSA preferred partners) did not fix the issue but simply but a "band-aid" fix according to the technician who came out. Unfortunately, the company who came out did not have the correct part and so we still do not have AC running (Today is a Sunday). The AC company we are working with said their technicians will not talk to the HSA company but their home office will. Their home office is closed on Sundays and can not talk with the HSA company. I tried to explain this to the HSA company but they did not want to help us in any sort of manner. Today, it is supposed to get into the upper 80's with a heat index around 100 degrees. I asked the HSA company if they would put us up in a hotel but they said no because the delay is not on their end. The fact of the matter is that it is on their end and since they were unable to help us find a person to fix our AC unit. I called 4 different companies and they all told me their technicians will not talk with the HSA company. I had the technician write down the issue and I told the representative at the HSA company that I could read him what the technician wrote down but the representative told me no.Desired Settlement: I would like the HSA company to pay for a hotel. $400 should cover the costs.

Business

Response:

HSA apologizes for delay with this claim. An authorization associate is contacting the service provider for the cost associated for repairs and the homeowner will be updated.

Review: Hello, I have a contract with HSA home warranty to provide me with home repairs with a fixed monthly payment. When this became warranted, I called the company to provide me with a contractor to fix a bathroom leak. They sent a contractor who made a huge hole in my home office exposing all the bathroom pipes and left without fixing the leak nor closing the huge hole in the wall. Unfortunately, not only that the bathroom is still leaking, I can't use my home office. I tried calling them several times to fix this issue on basis of my contract and monthly payments, however, the ignored my requests. I am seeking help and support from the Revdex.com to help me with this urgent mater.Desired Settlement: Fix the leakage and repair the wall.

Business

Response:

HSA has set up a potential recall claim for the pipes leaking and has dispatched the vendor. If the homeowner does not hear from them in a few hours, please call them directly. The vendor is [redacted] and their number is ###-###-####.