Home Security of America, Inc.

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: 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: Purchased home 1/2016. Home Warranty with HSA included. In-Sinkerator garbage disposal stopped working 2 months ago. Called HSA. Paid $75 for service fee and was told that the 1 horsepower unit could not be repaired. Confirmed with rep that the replacement would be the same as what we had. He said he would have to get HSA to approve. After a week, I called to see if they were going to install the new unit and was told they would be out the next day. I wasn't there to see what kind of replacement the rep had brought. Did get there to ask him about the 7 year warranty that comes with an In-sinkerator. He gave me an installation brochure that showed no name for this new unit with a toll free number to call and "find out" what kind of warranty was included. Needless to say, I was upset and very angry. The contract clearly states that "like" quality will be replaced for all kitchen appliances, up to $2,000. This new unit was finally determined to be a Kitchen Eator (no, not Kitchen Aid) It is as loud as the broken In-sinkerator. It has no warranty. Two of the main reasons for having the In-sinkerator is the quietness and the warranty, which equates to quality. I called the company as soon as the rep had left and told them this was unacceptable. I had been told there would be like QUALITY. I spent almost an hour on hold and was told that since the replacement had been installed, they considered the job complete. I left a message for a supervisor and was contacted this last week and have sent pictures of the brochure and new unit to him. In the end, he said he couldn't do anything. That they gave me a one horsepower unit in replacement for a 1/2 horsepower unit. This was a WRONG statement. There was a one horsepower In-sinkerator in our home and it was replaced with the cheapest garbage disposal they could find. We just want what the contract states and what we asked for initially. If we had been given the opportunity or been asked "do you want to up-grade your disposal", we would have.Desired Settlement: Replacement of our In-sinkerator garbage disposal...with another In-insinkerator garbage disposal. Nothing better than what we had, but certainly nothing worse - (like what they installed)

Business

Response:

This claim was reviewed by an authorization manager, client relations manager and vendor manager and the unit was replaced with a unit comparable in features, capacity and efficiency. Per the terms and conditions of the contract, HSA does have to match dimensions, color or brand. The unit was replaced with a 1 HP, stainless steel unit as that is what the homeowner had in home previously. The claim stands as is.

Business

Response:

As stated before, HSA is trying to assist the customer with this is issue, however HSA cannot moved forward until HSA has a full review from the second option vendor. HSA cannot assist the homeowner if she chooses not to have the vendor out to the home. HSA will dispatch the vendor again with the deductible waived.

Consumer

Response:

Review: I had a HSA home warranty plan given to me by the seller of our home we purchased last August 2014, policy # [redacted].

Before it ended I renewed it also. In July 2015, when the old policy was still active, I registered a service request for HSA as my refrigerator started to leak water. It was slow initially with droplets on the wooden floor. They advised me to call Sears with the normal $ 100 co-pay. The very next day, before I could even call Sears, my wife had to call our regular plumbing company guy as the refrigerator started to leak water very bad with the risk of damaging the wooden floor. He checked it out and found a part that was defective. I ordered it online and also submitted the preapproval to get the service done by on our own. The part arrived and it was a Control Valve. When I submitted the claim, I was shocked to hear that the claim was denied as the warranty does not cover a water dispenser. I tried to inform the support claims specialist that if this part was not replaced, the refrigerator could not be used. He was just going repeatedly to the point that my plan does not cover the water dispenser. All my requests that there was high risk of damaging the floor were of no use. During this time, as I was very frustrated with their attitude, I cancelled my renewal also. I then submitted a detailed explanation about the need for the part to be replaced by the plumbing company. Then I was informed that since the policy was cancelled, I cannot file for claims any more. I feel that the company did not honor my valid claim when I first filed for it. It was more of a water leaking issue not directly related to the water dispenser.

I request you to look into the issue and make sure that other customers do not suffer like me.

Thank you

(I can submit all the required documents if needed)

Dr [redacted]Desired Settlement: Request payment of the normal reimbursement that I was entitled.

Business

Response:

Per the HS contract, on page 4, number 4: Kitchen Appliances: NOT COVERED: ????ice maker/crusher and beverage dispensers; drain, condensate line? clearing, any failures to the door other than appliance controls located within the door; clocks, knobs, handles, dials, springs, hinges, tubs, liners, baskets, shelves, drains, glass breakage, probes, rotisseries, racks, rollers, light bulbs, lock/key assemblies, buckets, televisions, computer screens or computers that are part of an appliance but do not affect the primary function of the appliance; stand-alone freezer, walk-in freezers. The contract clearly states that the beverage dispenser is not a covered component. The 7 star upgrade covers the beverage dispenser. When the claim was originally filed on 7/8/15, the contract did not have the 7 star upgrade and cannot be added until renewal. The homeowner added the 7 star upgrade to his renewal, which was to begin on 8/6/15, on 7/13/15. The homeowner filed the claim again on 7/16/15, which was denied again as the contract did not have the 7 star upgrade until 8/6/15. However, since the failure occurred prior to the contract having the 7 star upgrade added, it still would not have been covered under the renewal either as it was pre-existing. The denial of the claim stands.????????????????????????????????????????????????

Consumer

Response:

Review: I pay for this warranty when I bought my house. I called to use it and it cost me 75 dollars to tell me it's not covered. I learned its a toss up if they will cover it or not. They send their people out to determine it. What a waste of money.Desired Settlement: I want my 75 dollars back.

Business

Response:

The claim was denied due to the part that was failing was a component of the faucet and the homeowner's contract does not cover the faucet or their component parts. The contract clearly states what is covered and what is not covered. The $75 is the service call fee for the technician's time out to the home to diagnose the failure.

Business

Response:

The denial stands as previously stated, this is something the contract does not offer coverage for. The $75 covers the trade call fee for the vendor to come out to the home for diagnosis of the failure. HSA considers this matter closed.

Consumer

Response:

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: My wife & I call HSA on Aug 26 2013 our microwave and build in oven HSA has sent two tech from AE five different times it is now oct 27 2013 each time the techs came out the find different problems and order wrong parts so after many complaints & many phone calls one of which is to HSA supervisor [redacted] reference number is [redacted] another reference number to AE same complaint is 1851513 and we still do not have a over to cook for our family so between Aug, & Oct, tech diagnosis being wrong, wrong parts ,& to call HSA & AE so our oven can get fix to hear HSA say to us there nothing the can do to get our oven ix in a reasonable time says to me & my wife that HSA you pay for a service and we will get to you when we can because you do not matter,

Consumer

Response:

Consumer said that the company came out and sent a different company and finally did fix the oven with the new board they ordered.

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.

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.

Review: I purchased a home in April of 2014 which came with a HSA Home Warranty. Specifically, the owner paid extra to ensure that the heating and air conditioning units were covered. In April of 2015, I renewed with the company and paid an additional $450.00 for another year. My heating and cooling unit had no issues until February of 2015 when the system stopped working. Dealing with this company has been a nightmare. As of today, I had been without heat or air for 17 straight days. On the first day, it was approximately 20 degrees in [redacted] where we reside and I spent the entire day on the phone with this company attempting to get them to send out a technician. This began on Saturday. It wasn't until Sunday at approximately 5 p.m. when they told me that they had approved me to hire my own company. I found a company named [redacted] that were willing to come out and fix it. They did so, and the next day, loud noises started coming out of the heater. I paid them out of pocket $358.00. After I realized it was not fixed properly, I called HSA back. They told me to have the same company come out, which I did. The company told me that this time, it needed a new blower motor. They were on the phone with the Home Warranty Company for three straight hours. They charged me $150.00 for my time. I paid that once again out of pocket. They explained in detail to the lady what they found with the blower. They made it very clear that there was no fresh dirt or damage on the blower. I was present for the conversation. They decided not to use [redacted] because they quoted $1300 and they explained that they could get the parts much cheaper and they would send one of their own people out. I said that was fine, paid the [redacted] guy, and sent him on his way. They assured me that I would receive a call the next day. I did not receive a call. To be clear, I did not receive ONE solitary call from the company through the 16 days that this claim was pending. I called every other day. Every day they told me that progress was occurring and that they would call me the following day. NOT ONCE did they follow through on that promise and I spent 17 days without heating or air. At times I was told that they were sending out a different company to work on it, at times I was told they were just going to replace the whole furnace. On March 16, I called them, complaining about their horrendous service, and I was informed by a very rude lady that "my claim had been denied." No explanation, just that statement. Upon questioning her, she claimed that it had been denied because "it was still covered by a manufacturers warranty so it wouldn't be covered by them." To that measure, they did nothing to contact the manufacturer; they certainly did not have the manufacturer come out and look at my furnace, and they made no effort to actually fix the problem. Instead, they have done absolutely nothing other than allow myself and my children to reside in a freezing house while waiting on them to get something done. I have reviewed my contract, and there is no mention of manufacturers warranties invalidating the HSA warranty. In fact, that makes absolutely no sense. WHY would someone buy an HSA Home Warranty if they weren't going to cover anything? Their second reason for denying me was that the motor was "dirty" and though the [redacted] technician was exceedingly clear that it was obvious that the dirt was from years ago, and was not a recent project (a.k.a. a project from the old homeowners way before I moved in...), they claimed that I should have "cleaned it regularly." This is despite the fact that I moved in a year ago and CLEARLY I RENEWED THE HOME WARRANTY FOR THAT PURPOSE ALONE. This is absolutely one of the most dishonest companies I have ever dealt with. The contract clearly states that the purpose of this home warranty is for fixing problems such as the one I am currently encountering, and it is increasingly apparent that they probably treat all of their customers the same way. These are services provided (or supposed to be provided) in [redacted]; the contract is in [redacted]; I will sue in [redacted] if I am forced to. IDesired Settlement: I would like my furnace fixed. I would also like compensation for the 17 days I have spent without heating and air while waiting on their response and the nights I had to spend at my parents house while I did not have heat.

Business

Response:

The blower motor is a coverable component and it would have also been coverable under the manufacturer warranty, however the failure was not due to normal wear and tear. It was caused by the drywall dust and debris. The homeowner's technician advised HSA that he would not be able to trade the blower motor in on the manufacturer warranty due to the dust and debris as well. The denial stands.

Consumer

Response:

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.

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.

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: Called for a stove repair. Third party came to repair and put the incorrect dial on the stove. It works in reverse (warm is hot, etc.) I have called and emailed repeatedly and have been told that they paid the third party and that the stove is fixed.Desired Settlement: I need the correct dial on my stove in order to cook correctly. If they can't find it due to the age of the stove, HSA should replace the stove according to the contract.

Business

Response:

HSA is approving for the homeowner to call [redacted] at ###-###-#### for a second opinion. Please have the technician call into HSA, while they are at the home, to give their diagnosis and for HSA to pay the technician.

Consumer

Response:

Review: HSA denied claim to have furnace fixed.

A week after purchasing the house, the Bryant furnace stopped working (2/3/15). I called HSA who sent an HVAC company out to look at it that night. He determined the problem was the secondary heat exchange and told me he would call HSA in the morning to see what they would cover. HSA called me late that next afternoon and denied the claim because "the particular model had a known recall with that part." When I called the company from which the furnace was purchased, she explained it was not a recall but a known default for which they extended the warranty. The lady from HSA told me that since this problem was one that did not just happen in a week, my claim would be denied. When I asked how, as a new homeowner, I would have known that the model had a possible problem she said I should try and get recourse from the previous homeowner or the home inspector. I asked how that would be possible because if the part was not broken, they did not need to fix it because it wasn't a recall and she replied that the claim is denied because it was a known problem that did not happen in the week I had the warranty.Desired Settlement: I would like them to cover the price for the needed part and the labor charges because I had already paid the deductible.

Business

Response:

The claim was denied due to the failure to the secondary heat exchanger is a pre-existing condition. Per the service technician, the amount of deterioration to the secondary heat exchanger could not have occurred since the inception date of the contract, which was 1/21/15. The denial of the claim stands.

Review: I originally called due to our AC not working. HSA sent out a service company who looked at this issue. The tech said he would be returning to repair the issue. He was so confident that he would be returning that he left the covers off of the AC units outside as well as leaving panels off the equipment inside. A few days later after no response, I received an email that the claim was denied. I called back to HSA who gave me a variety of reasons (that I didn't agree with) why the claim was denied. I asked if I could get another opinion from another company since, after doing some online research and talking to other companies in the area, I found that the M.O. of this vendor was to get in and out as soon as possible and deny the claim. They said I could have another company come out at my own expense. Meanwhile, I asked HSA to have the vendor come back out and put the covers and panels back on. The company called me, was confused about what was going on and said they needed to talk to HSA (it seemed like he was confused about why it was denied, but I can't be 100% sure). No one called me back or came back out. I called HSA again (each time I called, I had to sit on hold for a minimum of 1 hour) and they were going to look into it and call me back. Again, no one has called me back or come out to put the covers/panels back on. In the meantime, I had another company come out and look at it and I had them replace the units. I couldn't wait any longer to not hear back from HSA and I couldn't continue to wait on hold for hours at a time. I have a toddler and pregnant wife at home and couldn't have the house have no AC during spring/summer (this has been on going since April). The new company that replaced the units said there were issues with the units, but I'm not sure why they weren't covered and I can't be sure what happened due to the units being outside and unprotected for an extended period of time. I'm sitting on hold with HSA right now (for well over an hour) trying to resolve this issue and I felt this is the action I need to take since no one has responded to me and I can't seem to get a hold of anyone at their company.Desired Settlement: I would like HSA to pay the bill for the AC units I had to replace since I could not get anyone at HSA to respond and/or resolve the issue. The other option (which is cheaper) would be to refund both my policy cost, along with the deductible I had to pay to the company to originally came out, since they didn't do anything and also left the units open, exposed to the elements, animals, etc.

Business

Response:

The first vendor reported that both condensing units fell to the ground due improper installation of the mounting wall supports and one unit was damaged due to rodents chewing on the wires. The claims were denied as preexisting conditions as the technician stated the failures occurred prior to the inception of the contract, which is 10/14/14. HSA is reaching out the second opinion vendor to obtain the diagnosis and will contact the homeowner once they receive the information.

I would like to take the time to file a review on behalf of myself and against the hsa home warranty protection. OUR experience has been extremely negative where we've been without heat for close to a month and hsa has been slow to respond if it all. Hsa has been slow to respond and provides zero with a company that hasn't been able to really fix the problem. Therefore as the customer my hands are tied under the warranty provisions and meanwhile my myself and my family go without heat in our house off and on for over 30 days, most recently we've been without heat since the new year, December 31st, we had heat for one day and the hsa has not responded and if so only limited options where customer is liable for costs for ot etc., as consumers it's all fine print and red red tape and this is extremely unfortunate to the point where I'd like to cancel my policy if I could. I will never use a service again and wouldn't recommend to anyone.

Review: I had purchased a home warranty through HSA. I have spent hours on the phone trying to get an approval for them to fix my A/C unit. The contractor they provided cannot do anything for at least another week. I have a contractor that I have used in the past and is more than reasonably priced. I have been on hold today 07/21/2015 for more than a total of 3 hours. My contractor has been on hold for more than 2 hours we both spoke with a representative briefly before they put us each (independently) on hold again for an indefinite period of time. It seems that the excessive hold times are used as a deterrent to filing claims or getting them approved. My air conditioning is broke. I have more than enough money to fix the problem myself. However, I paid for the home warranty that up to this time has been more of a bother than a help. I would just pay to have the unit replaced but according to the contract if I want to get reimbursed then I must follow the rules and get the work approved first.Desired Settlement: I would like to have my air conditioner fixed. I would also ask for a detailed call log showing the inbound/outbound call traffic to justify their claims of high call volumes.

Business

Response:

HSA apologizes for the long hold times the homeowner experienced. The claim was approved for replacement of the condensing unit and adjusted to the pricing the HSA affiliated vendor. The homeowner approved the non-covered charged on 7/21/15.

Consumer

Response:

Review: I have purchased a home warranty specifically in case the air conditioner unit needed replacement or repair. Today I was told because my unit is older than 8 years it will not be serviced/repaired or replaced. I have multiple home warranties for different homes and this is the first time I have heard of this. I am extremely disappointed. my property manager in texas has never even heard of anything like this.Desired Settlement: I would like my air conditioner repaired or replaced as is the sole purpose of having a home warranty.

Business

Response:

Per the terms and conditions of the customers contract his is a T&O contract no coverage on units over 8 years old without upgrade plan purchased. HSA is unable to offer coverage. The customers contract has also been cancelled as well per their request. Thank you.

Review: Hot water heater stop working, contacted Home Warranty, July 3, 2015. Representative from [redacted] was sent to my home which I had to pay a $75.00 fee. He inform Home Warranty I needed a new hot water tank. Which was approve by Home warranty. At a later time July 6, the plumber call and inform me I would have to pay an addition $471. 00 out of my pocket. I ask him to explain why, He stated the hot water heater cost a $1.000 dollar cost of removing hot water tank $95.00 dollar: 240.00 for extra 1/2 hour labor they don't cover and the pipes he needed to replace. I told him I didn't agreed and I would call Home warranty. After calling for two day I was finally able to speak to Roxanne in the complaint department. I relay the conversation to her with [redacted]. She began to explain the cost, I ask her how much they were paying [redacted] I was told $691,00 and his labor cost was in the $691.00. My cost would be $75.00 plus the $471.00 dollar, if I choose option (A) her other solution was I could take a buy out of $691.00. I said no, I and I would get back to her.Desired Settlement: If you could help us resolve this issue, it would be greatly appreciated. It doesn't help matter that we are senior citizen, we assume this would benefits us not hurt us. Thank you

Business

Response:

The homeowner's contract does not cover installation modifications and disposal fees per the terms and conditions. The homeowner has the option to approve the non-covered charges or take the $603.71 to have a different vendor replace the water heater.