Home Security of America, Inc.

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: 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: 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.

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: 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: 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: 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 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: 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: 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: 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 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.

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: 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: 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: 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 ###-###-####.

HORRIBLE HORRIBLE HORRIBLE company to deal with. Besides waiting on hold for 4 hours over 3 phone calls, we were directed to one of their electrical contactors. After a brief 2 minute phone call with this contractor I determined that they were not qualified to change a light bulb and I refused to have them come out to my home. This company had my address wrong in their system and so the copy of the contract that they refer to was never received. Be very afraid of this company. It is not worth paying the money for the home warranty. You can have an electrician come to your home 10 times and replaced 10 outlets and still have money left in your pockets. COMPLETE WASTE OF MONEY as I found out. The list of items that is covered is very very short and the contractors doing the work are bottom feeders that can't get actual customers.

This is the actual letter I faxed to the company cancelling our service:
To whom it may concern,
We have had a home warranty with HAS Home Warranty company since 2012. Initially we found it great. However we had not used your service since 2012.
We submitted a claim on June 25, for an Alarm System electrical problem we were having. Following the guidelines we had in the past and per the claim instructions we contacted a certified repair company to fix the issue. While the technician was in our home, we called to speak to a claims agent for verification, on June 30th. Unfortunately, after 1 hour and 20 minutes on hold, I had to hang up the phone, and the technician had to leave, thus not fixing our issue since we did not have verification. I called back several times that day, as well as periodically over the next several weeks trying to speak with SOMEONE, whether they be a claims again or likewise. We have NEVER been able to get an agent or a live person on the phone…we simply stay on hold for 20-30 minutes.
Since we cannot get a person to verify our claim, nor speak to anyone at all, we consider this a violation of our contract with you and are therefore cancelling our service. We have placed a block on our credit agency as well as credit card account to stop you from being able to bill for your non-existent service. We have also contacted the Revdex.com to file a complaint.
Please consider this matter and contract closed.

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.

Upon purchase of our house, we received a home warranty as part f the purchase of the house. Three months (August 2015)after purchasing the house, the Air Conditioner failed due to a freon leak in the cooling system. A claim was made with HSA and we were told a contractor was dispatched to repair the system. No contractor showed up or called the first day. We attempted to contact the contractor and were required to leave a message. We received no response back. On the second day, attempted to contact contractor no response. Called HSA and end up cancelling the claim. We called another contractor who showed up in less than four hours and filled the system with Freon. This spring, April 2016, the system was once again empty of freon and we ended up replacing the AC system. We used the same contractor. Upon attempting to file a claim we were informed HSA no longer allows claims from contractors not on their list.