Home Security of America, Inc.

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: 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.

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 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 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: 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 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: 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.

Terrible company. Paid $425 to "warranty" my house. Boiler went out this spring and the most they cover is $1,500. It costs over $7,000 to get a new boiler. How is this a warranty?
Terrible customer service. Staff are not trained well.

An HSA home warranty came with the purchase of my home. My dishwasher failed and needed to be replaced. I called HSA to use the warranty.
Every facet of my experience with HSA was unpleasant, unprofessional and above all else, they took over 22 hours of my time, three days off work, and my last nerve to resolve something that should have taken 2 hours at most. I tallied 14 phone calls, talked to 17 service reps and one manager to get resolution. It took over 2 weeks, two appliance deliveries, and me having to resort to yelling at service reps to get them to allow me to call my own plumber to install the unit. Reluctantly, they were forced to acquiesce.
From the very beginning, they sent the wrong model dishwasher. When I called them to resolve this, they manufactured a claim that I approved it. After two hours of my time trying to get that resolved I gave in to them.
This was the worst customer experience I have ever had. That is no exaggeration.

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.

[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,

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: HSA has failed to complete a service claim in agreement with the service contract and continually refuse to give authorization for me to have the work completed. HSA advised their technician could not perform the service after I waited several days for the appointment and paid the technician the deductible for the repair that he could not complete. HSA continues to give me the runaround in an effort to get out of the repair. This seems to be a dishonest and deceiving practice that should have the A rating reduce to an F. HSA claim using their warranty service saves the home owner time and money and this far from the truth. My claim has been outstanding since 19 Jun 2013. I have been without air-conditioning in 90 degree and above temperature for almost a month this is not the practice of an A rated company.Desired Settlement: Two service companies have stated what the service problem was and the fix but HSA does not want to pay for the service. I want the system replaced and immediately.

Business

Response:

HSA apologizes for the delay in getting this claim finalized for the customer. An Authorization Associate is attempting to call the service company again to obtain the necessary information to move this clam forward. HSA has been trying to contact the service company for a while, but has not had any luck. HSA will be focusing on this claim today and advising the customer of the next steps. HSA apologizes for the delay in getting this claim finalized for the customer. An Authorization Associate is attempting to call the service company again to obtain the necessary information to move this clam forward. HSA has been trying to contact the service company for a while, but has not had any luck. HSA will be focusing on this claim today and advising the customer of the next steps.

Business

Response:

The check was mailed to the customer on 8/13/13.

Consumer

Response:

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

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

Review: Requested a Hot Tub Repair and was told it was not covered due to labor charges for modifications needed. Asked them to not installed / modify and only replace bad parts. They refused. Asked for Cash Out option as stated in contract and was refused.Desired Settlement: either completely pay for hot tub repair or send Cash Out options for parts.

Business

Response:

A supervisor has contacted the homeowner and an agreement has been reached.

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 (Repair to operating condition will be paid in full by HSA) is satisfactory to me.

Review: Recently the compressor in our home heat pump went out. We filed a warranty claim with HSA as directed. We received an email from them stating we could chose ANY service provider we wanted to do the job. We had a tech from Mr. Quick come out and address the heat pump. He called the warranty adjuster as directed in the email and explained to the adjuster that it would cost 3000.00 dollars to replace the compressor in the heat pump. The adjuster at that time stated NOTHING about needing a second opinion because the cost was too high. No one EVER mentioned anything about a second opinion being needed until the tech was onsite and 3/4's of the way through the job. What was I supposed to do at that point tell him not to do the job and put it back together. Not only would I have to pay for that time but we still wouldn't have any heat in our house.Desired Settlement: I am requesting that we at least meet halfway in the cost of the repair. In my estimation HSA failed to notify me in good time that a second opinion would be needed. I understand that an adjusted price may be applicable however 800.00 dollars seems very cheap to me. The total cost of the repairs was 2600.00 dollars. 800.00 dollars is less than 1/3rd of the total cost of the repair and is completely unacceptable to me.

Business

Response:

When the technician called into HSA to give us the diagnosis of the failure on 3/5/14, he did not have the final pricing for the repair and would call HSA back with the prices. Approval for the claim was not given at that time. HSA did not get the final pricing until 3/7/14 and homeowner authorized the technician to move forward with repairs before HSA approval was given for this claim. HSA advised the homeowner that the pricing would be adjusted to what an HSA's pricing would be for that repair, because the his vendor's pricing. HSA's decision to reimburse the adjusted amount of $810.00 stands, because the claim was not approved when the repairs were done.

Business

Response:

After further review by a supervisor, HSA will approve the amount of $1268.36 as this would be HSA's cost for labor and equipment of the compressor. Please email a copy of the paid receipt to [redacted] to process the 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.

Review: I reported a claim to HSA on the evening of July 1, 2014 after my HVAC unit stopped operating. I was told by the HSA customer service rep. When the claim was reported [redacted] in [redacted], which is over a 90 minute drive to my house, was the HSA authorized contractor I needed to contact regarding inspecting my HVAC unit. I explained to the a HSA rep. that [redacted] was contacted on a prior HSA claim and 5 days later [redacted] had not been to my home. HSA sent another contractor out on that claim that came the next day. The HSA customer service rep. advised me that [redacted] was the only company on the HSA list in my area and told me to call a local HVAC contractor. I contacted [redacted] the following day and they repaired my HVAC unit. The total cost of repairs was $450.00. The technician with [redacted] called HSA while at my home to discuss his evaluation of my HVAC unit. After being on hold over 30 the technician advised he had another job to go to. I paid the [redacted] invoice of $450.00 and faxed the invoice to HSA along with a letter the same day. I called HSA the following day and was told by a claims adjuster that the damaged un fused disconnect on my HVAC unit was a covered item but the repair cost should have been $75.00 materials and labor and my deductible was $75.00 so no payment could be made on my claim. I advised the claims adjuster that just the material cost of the unfused disconnect was over $150.00. He stated again no payment would be made on this claim.Desired Settlement: The total incurred expense for repairing my HVAC unit was $450.00. I have a $75.00 deductible with HSA. I am requesting a payment via check in the amount of $375.00.

Business

Response:

After further review of the paid invoice, HSA is reimbursing the homeowner $310.00. The $65 fee for cleaning of the coil is not a covered service. The check 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 this resolution is satisfactory to me.

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,

Review: I bought a two story house back in November 2012. My home warranty company is HSA Home Warranty/Home Security of America, Inc.. On April 2013 I turned off my heaters (we have two units) because the winter was over, the fan on the second floor unit kept on going, I called the warranty company and they sent [redacted] to fix it (which they did). Two weeks ago I started to feel hot on the first floor, I turned on the AC and the bakers popped, I called the warranty company again and they sent [redacted]. On 7-8-13 a tech went to my house, checked the unit and said that some companies do stuff they don’t supposed to do, but they were going to replace the unit. We paid him the co-pay and he was in such a hurry that didn’t even give me a receipt. On 7-10-13 the home warranty company called me and sent me an email denying my claim because they said it was not a normal wear and tear situation. I called and spoke to a representative and she told me that the tech reported that someone smashed my AC unit with a hummer and that was the reason they will not cover the claim. I told the lady “how that happened if no one got up there but the two AC companies you sent?” She said I don’t know, that is what the tech reported. I can have you talk to a supervisor. Basically the supervisor told me they are not going to cover the claim and hanged the phone on me, THE SUPERVISOR DID THAT. I’m writing to you to see if you can help me. What [redacted] is saying, it doesn’t make sense. [redacted] went to my house on April; my AC went down two weeks ago. We are not going to smash our own air conditioning when the weather is so hot (more than 100 degrees, it went up to 117 degrees). We have a 7 month old baby in the house. It really doesn’t make sense what [redacted] is saying, but at the end of everything I need the AC for my kids and baby. The weather is so hot right now. I contacted [redacted] and [redacted], someone has to give an answer to what [redacted] said that [redacted] did, they are pointing to [redacted], but meanwhile our AC is broken and no one wants to help.

I’m contacting you because I don’t know what else to do at this point. Any help will be much appreciated; these people HSA Home warranty/Home Security of America, Inc. can’t treat us like that, even worse coming from a supervisor. I paid to receive services not to be treated like the supervisor did.Desired Settlement: I want my air conditioning to get fixed/replaced.

Business

Response:

The technician that went to the customers home reported it looked like someone had taken a hammer to the AC unit. Per the contract, HSA covers for failures due to normal wear and tear. The technician also provided a picture of the unit. The denial stands.

HSA apologizes the customer had anything less than a great customer service experience. We will take this opportunity to learn and improve.

Thank you.

Review: This is my second complaint against this company with another issue. And again I would like to say that the company seems to be designed to STEAL money from customers. I am planning to file a report with the state of Wisconsin office of the commissioner of insurance.

On August 8 the AC unit in my house failed to cool. This happened around 2 AM. In the morning I have contacted a vendor of my choice to have the unit repair. I have a 4 month old baby son in my house. The [redacted] replaced the blown run capacitor in the AC unit. I am asked the HSA to reimburse the expense of $237.00 in accordance with the terms of the insurance policy. On the same day I submitted a claim to the HSA

In a week I contacted the HAS customer service and a representative responded that they are going to deny the claim and not reimburse the expense. The reason she explained was that I “failed to contact their vendor” who would supposedly charge only 70 dollars. They cannot reimburse 70 dollars because it will be c co-pay. When I mentioned that the HSA had paid previously the expense I paid to the [redacted], the representative answered that this was “a different scenario.” One may wonder how many scenarios the HSA has in addition to the one written in the contract.

I will not renew my contract with HSA after in expires.Desired Settlement: I do desire $237.00 refund to pay the expense.

Business

Response:

HSA has associates available 24 hours a day for situations as these and would have been able to provide an HSA affiliated vendor to the homeowner had HSA been notified of the failure prior to service. The contract states the "requirement that we have the opportunity to speak with the service contractor prior to the implementation of any repairs. Failure to do so may result in our denial of reimbursement for the expenses you incurred." However, with the claim was not denied. HSA did approve this claim and adjusted pricing to what the HSA affiliated vendor would have charged for the same repair. After the $75.00 deductible, the amount that is being reimbursed to the homeowner is $15.00. The reimbursement check was mailed out to the homeowner on 9/6/13.