Home Security of America, Inc.

Review: My furnace went out over the holidays and I called HSA to try to get service. I was on hold for hours at a time, for multiple days. I was unable to reach them via telephone or email. This was for 24-hour emergency service. It was below zero and I had gone for days without heat. Finally, I contacted a furnace repair dealer and had them come out to do the repair. They replaced the parts and I paid $428.81 for the repair. Meanwhile, I continued to try to reach HSA to let them know and to find out what to do. Three days later, someone finally answered the phone. This was after leaving my phone on speakerphone for hours at a time each day. I reached Justin, who said that they have had this problem for a while, of customers not being able to reach them in an emergency or at all.

I gave him the contact information for the HVAC service provider that I called to fix the furnace and I was told that they would make an exception for me not contacting them prior to having someone come out because it was obvious that I made a huge effort to try to contact them for three days while not having heat. He told me they needed to contact the technician to get a diagnosis before they could do anything. That was 10 days ago. I have heard nothing from HSA, and I have continued to attempt to call them daily, leaving the phone on speaker for hours at a time.Desired Settlement: I would like to be reimbursed for the furnace repair cost that I needed to pay ($428.81) and a refund of the cost of the home warranty cost since they have done nothing at all for me.

Business

Response:

HSA apologizes for the long hold times that the homeowner has experienced. An authorization associate is contacting the service provider to obtain the information needed to proceed and will contact the homeowner to update on the status of the claim.

Review: We have been a loyal customer to HSA home warranty for about 3 years now. I have always paid my bills on time and without any claims. But in the past year now I have been dealing with the same issue over and over again. The issue is regarding my microwave, this must be atleast the 7th or 8th time that I have contacted HSA home warranty to come and replace my microwave because it just keeps breaking. But all HSA has been doing is sending repair company after repair company to "fix the issue" but after a few months go by the microwave just stops working. Then I have to go through the process of calling HSA and being on the phone with them for at least one hour to speak to a customer representative. Then having to wait weeks on end for a repair company to come out for the same issue and having to pay the 75 dollar deductible. I am tired of going through this same issue with HSA over and over again, especially having to take the time out of my busy schedule from work to stay at home and wait for the technician. This has became a huge hassle to the point where I have to contact the Revdex.com about this issue. HSA will not take the proper steps and just replace the microwave. It's just sad that my family and I can not warm up food in my home because the microwave keeps going out.Desired Settlement: I would like HSA home warranty to replace my microwave with a brand new one. So I do not continue to have the same issue.

Business

Response:

, they can call HSA has dispatched [redacted] (###-###-####) to come to the home and diagnose the failure. HSA has waived the deductible for the homeowner. If homeowner does not hear from them shortlythem directly to call.schedule the service

Review: This is the absolute worst customer service I have ever experienced. Leading up to resolution of the problem I had to contact HSA nearly 20 times to ever get anyone to handle my problem. I stayed on hold for more than an hour each time trying to get someone to replace my refrig that was under warranty thru hsa. I have called and emailed NUMEROUS times to [redacted]. After fighting for weeks to get an appliance paid for by HSA they finally delivered the refrig and the delivery person tracked mud and grease all thru the home. They didn't clean it up and left. The carpet needs cleaned. I have contacted [redacted] about this matter multiple times trying to get guidance on how to get my carpet cleaned since their delivery men tracked grease onto carpet. In addition as a result of hsa home warranty attempting to avoid paying a claim they had me repeatedly have a repairman come out to inspect my same problem 4 times.

They would tell me oh u need to have a tech go out and call us to tell us if the refrig is under warranty. Then they said u need to have a different tech come out and tell us what is wrong with the refrig. This happened four times, each time I had to pay a $75 dollar deductible. After the 4th time they tried to get me to have a 5th repairman come out, and they told me on the phone the same thing the prior 4 had. That this system needed replaced. Hsa continued to make me pay for deductibles in an attempt to avoid a claim. I finally spoke to a supervisor, [redacted], he finally indicated that hsa would reimburse me for the multiple deductibles I had to pay if I submitted receipts to [redacted]. I have submitted the receipts and followed up via email and phone and they r totally ignoring me. I can't even get someone to email me back.Desired Settlement: I would like for HSA TO honor their word and refund me all but one of the deductibles. I have submitted copies of receipts to [redacted].

Business

Response:

HSA apologizes for the long hold times the homeowner experienced. HSA has not received the invoices for the multiple deductibles the homeowner has paid, please email them to [redacted] ,Attn:[redacted]--URGENT.

Consumer

Response:

Review: Our realtor suggested HSA and assured us that they were a good company. However, our experience with them has been the worst ever.

On Tuesday, Oct. 14, 2014, I tried several times to get an HSA representative on the phone to report that our AC was no longer cooling our home. I was placed on hold twice for 20 plus minutes. I was discouraged and decided to call the next day (Wednesday, 10/15/14), to no avail. Nevertheless, I decided to give it a try one more time before retiring for the night, 9 pm. Voila, I was able to speak with HSA Representative Connie who approved [redacted]) to come out and take a look at our unit. I was told that [redacted] would give me a call to schedule an appointment. I decided to be proactive and give them a call, knowing that it was late and I would probably get their voicemail; I left a voicemail message stating that I was an HSA customer and was approve to have them come out to check our AC unit. Needless to say, I heard nothing from [redacted] on Thursday all day and on Friday, 10/17/14, I called again; I left another message and finally got a call back from [redacted] explained that they were booked and could not come until Saturday, 10/18/14. She was not sure what time they could come out on Saturday. I asked her if I should call HSA to let them know that they were booked and maybe HSA could assign another company. She said that they would be able to let me know once she checked to see how many other jobs they would have for that day. Nevertheless, after my experience trying to reach an HSA rep on the phone, I decided to work with [redacted]. I asked [redacted] to give me a call Saturday morning to confirm what time a technician would be available to come out. I heard nothing from her or a rep from her company that morning. At 3:12 pm, [redacted] the technician phone and left a message that he wanted to see if someone was home to come out. When I returned his call immediately after retrieving his message, he said that he was not in the area and the traffic was heavy. I said ok, we should reschedule. I did not hear from [redacted] again. I phone HSA again to report the company and have them assign another company. I was assigned [redacted] of [redacted]. I decided to do the same as the day before; I called the number given at 10:30 pm expecting to leave a message. [redacted] of [redacted]’s answered stating that the number was his personal cell phone number and he was not sure why HSA was giving out his cell number and not his business number. I apologized for calling so late and told him that I could phone the company phone in the morning if he would give it to me. He mentioned that he was the owner of the company and could have a tech out in the morning between 11-11:30 am.

On Wednesday, 10/22/14, technician Jerry came out and examined our units, once explaining to him the problems that we were having. He mentioned that the upstairs unit was low on Freon and the downstairs unit, compressor was no longer working. He said that he would report back to HSA. I asked him as a professional what would be the best solution for this problem and if this was his home what would he do. He stated that he would suggest a new unit because of the age of the unit.

On 10/22/14, I received an email from HSA stating that we were approved a service request for a Heat Pump, retail cost without HSA $420. I was confused, not sure if this was to replace the compressor or the unit. I phoned HSA again. I was told by a rep that the email was referencing the AC upstairs unit that was replaced with Freon and that I would receive a call from a company representative from another department (no known available date when I would receive this call) once they have researched to find out what HSA would cover . Meanwhile it has been twenty-four (24) days that my family and I have been without a working AC unit. The urgency to provide great customer service is not present. On Thursday, 10/30/14, I received a call from HSA representative [redacted] informed me that HSA would not replace the unit, they would pay the below charges:

$154 for coolant to go back in the unit

$250 labor to install the unit

$50 to clean out the system – burnout

$35 start capacitor (battery)

$90 dual capacitor

$251.10 compressor

I would have to pay including the $75 deductible that I paid an extra $295 for:

$50 coolant evacuation & recovery

$35 electrical modification

$125 piping modification

$35 disposal fee

$50 permit

I have read my contract thoroughly and these charges are ludicrous. I asked her, “What is the cost to install a new unit?” [redacted] replied in a not so nice tone (rude to be exact), “we are not replacing the unit and if you want to you can.” The cost to replace the unit is $1000 with me still paying the extra $295. I asked, “what if I want to pay the $200 difference to have a new unit.” Her reply, “you can contact [redacted]’s to see how much they would charge.” I explained that I would want to contact a company on my own. To make a long, long story short, we went back and forth. Needless to say, I was/am very upset and disappointed. Knowing that my contact will end on December 8, 2014, I think HSA is stalling hoping that the contract will end before they will honor the claim. Our claim is well within the 15 days of expiration and I am still waiting for a representation to give me a call as requested on 10/30/14.

It has been a total of twenty-four (24) day since I first initiated this claim and I have not received a call back from a supervisor as requested on 10/30/14 at 11:19 am. I have no confidence in this company, every time we call them it is long holds on the telephone, hesitation to honor claims and not to mention the non-skilled workers/companies that they employ. Once a worker from [redacted]) came out and would not enter the home before we handed him the $75 deductible check and after loaning him a hanger to check our sump pump (because he had no tools and asked for a hanger), he said that he was going to his car to phone HSA; when we went out to look for him after taking so long to return – he was gone.

I recorded the phone call with [redacted] in disbelief to share with my husband. I had her repeat their decision and cost. I also asked to speak with her supervisor. Her reply, “my immediate supervisor, [redacted] is not in and there are 7 supervisors - I can send a message to [redacted] and have whomever receive the message 1st give you a call.” Today is Thursday, November 06, 2014, and I have not heard from an HSA representative. At this point I am thinking this is not the way you value your preferred customers and this is totally unacceptable business practices.Desired Settlement: HSA Home Warranty will provide the quality customer service advertised, honor our home warranty by not trying to find loop holes in our contract to get out of installing a new AC unit to replace a 14 year old AC unit, and finally, Install a new AC unit in our home ASAP before our contract ends December 9, 2015.

Business

Response:

A supervisor will be contacting the homeowner to discuss this claim.

Consumer

Response:

Review: HSA Home Warranty is awful at customer service and helping their customers when issues arise. Our refrigerator went out 7/12/15, called customer service they issued a service call # with a local vendor. After not hearing from the vendor on Monday morning I called them and was told they were unable to help. So I called HSA again, they issued another service with S.... which was a week later (still no refrigerator). S..... came out technician unplugged refrigerator and said it should work now charged me $81.00 which included a tax I didn't know about since my deductible is $75.00 then he precede to try to sell me a water filter for a refrigerator that doesn't work. Called HSA back on Monday evening I was on hold for over an hour and told to give the appliance time to work, I even left a message for the supervisor on Monday 7/20/15 and no one has called to follow-up and I sent an email on Tuesday still no follow-up . Tuesday, July 21st appliance not cold or making ice called HSA again explained to them that vendor didn't fix problem I was told that if S..... came back out it would be the middle of August - who can wait that long with 3 children and 2 adults in a home without cold water, milk to drink etc,., HSA Representative suggested I purchase a styrofoam cooler to place my milk in and I told her that was unacceptable. She suggested another vendor who still hasn't called to schedule a time to came out, I called vendor and all I get is a voicemail. Wednesday, July 22nd called HSA representative told me I could have asked for an emergency repair and I stated to her this option wasn't offered to me, she stated to you need to answer a series of questions, I said sure: 1. Is this the only refrigerator in the house - I told her yes... then she stopped. She put me on hold, came back and said I've called the vendor and left them a message and I told her that I did the same thing on Tuesday and I still haven't heard from vendor and she suggested they give me authorization to pay for someone to come out and they may or may not reimburse me the cost - why should I pay more for someone to come out when I have home owners insurance? 1. What is the purpose of home owners warranty? No one could answer my questions. 2. How many times to I need to pay $75.00+ to get this issues resolved? As many times as it takes to get someone to say the appliance needs to be fixed. It's been almost 2 weeks!!Desired Settlement: I want this refrigerator replaced at not cost to me, I want to be reimbursed for the service charge for S..... to come out and not send the diagnosis back to HSA nor did he try to fix problem.

Business

Response:

HSA is waiting for the diagnosis from the vendor. The homeowner can send in a copy of a paid receipt for the first vendor and HSA will reimburse the homeowner the amount over the $75 deductible.

I have had constant horrible service with HSA Home Warranty. If you can actually get a live person on the phone, which is usually only after waiting for a minimum of 45 minutes and then they tell you you've reached the wrong department and then it's another hour on hold. They just couldn't get a vendor to come out when my furnace went out in negative degree weather when we were worried about our pipes freezing. They deny claims when they should definitely be covered under the contract. They say they are contacting the vendor and then don't send out a service request. They are completely rude and unapologetic on the phone if you can actually speak to someone. They are completely negligent. Judging from all of the google reviews and customers and vendors I have spoken to, they should have a horrible rating from you as well.

Review: I contacted HSA Home Warranty to replace my broken heat exchanger during a winter storm when I had been out of heat for several days. They could not get any of their pre-approved vendors to my house for several days which would have meant going without heat even longer than I already had during the coldest week of the year. I opted to have a non-approved vendor come fix the heat exchanger after discussing my options with the HSA operator. I followed all the rules they asked me to in regards to using a non-approved vendor even having the vendor speak to them personally over the phone before moving forward with any work. Since the work was done HSA will not refund me for any of the work claiming I the vendor over charged me and they don't agree with the price.I have called multiple times and discussed the issue with a service Supervisor named Sherry R[redacted], who assured me she would look into the matter and contact me back. It has been 5 months and I have tried contacting the company multiple times included Sherry's personal office line and I have not received any call back or any reimbursement at all. Reporting them to the Revdex.com was a last resort but I don't see what options I have.Desired Settlement: I would like for HSA Home Warranty to reimburse me for my out of pocket costs on replacing the heater as they assured me they would based on my contract with them. I would also like for HSA Home Warranty to return my phone calls as again I am a paying customer of theirs and deserve a call back to discuss the matter.

Business

Response:

When a homeowner uses their own vendor, HSA advises them that HSA will adjust to the price of what the HSA affiliated vendor would charge for the repair. The approved amount for this claim is $697.13 and as a service gesture HSA not waive the $75 deductible. HSA would need copy of the paid invoice to process the reimbursement.

Business

Response:

After further review of the claim and the invoice that the homeowner provided, HSA is refunding the homeowner the full amount if $1848.12. The check will be mailed out 8/5/15.

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: My Realtor when I bought my house hooked me up with this company . I got a extra policy to cover my hot tub . Sure enough there were problems so I contacted them the guy came out told me he had dealt with them before and told me to pay up front but instead of just paying the $75 ded I ended up paying much more because they would not cover most of his work ... Then a month later it broke again I again called HSA but they wanted to send the same repairman who did shoddy work ... This year I called them again my air conditioner went out they said it would be 48 hours but with the 4th Holiday that meant like 5 days ..I told them I have a astmatic child and they approved OT but when the repairman got there he told them it was only 67 outside but our house was in the 90s they were giving me grief about paying it so I am like if you don't pay I am canceling they didn't pay but when I called them back they said I could not cancel so I am like then you need to pay this bill I am supposed to have a $75 ded the bill was $393 they will only pay $125 but wait it gets better they never fixed anything its still suffocating and I had to wait the 4 days for them to come back then they couldn't find the problem then they decided my unit was too small for the house and HSA will only pay 1400 of at least 2500 bill ....I will be contacting my Attorney and the [redacted] but now I check them out they are a horrible company with a long list of complaints well except for the Revdex.com I guess there membership dues covers them with the Revdex.com!!!! I have since got other companies to tell me what is wrong with my house which is just the A coil and the outside unit and both have stated the size of my unit is correct . When I deal with HSA they want to send the same people back who could not tell what was wrong with it in the first place and charged me $393 the other company came out after hours and there charge was only a $157 and they found the problem .....

How is it when I have done a little research on Angie's list this company is not rated very well but Revdex.com has them an A rated company who are you guys there to protect consumers or the businesses ???Desired Settlement: I should only have to pay my deductible of $75 and everything should be covered

Business

Response:

The HSA warranty does not cover everything. Per the contract, standard labor and the equipment cost are covered on failures due to normal wear and tear, but items like installation modifications, code upgrades, disposal fees and permit fees are the responsibility of the homeowner. HSA would be more than willing to review the information that the other service providers found pertaining to the size of the unit and any other information that they can offer. Please send that to [email protected] with the address in the subject line.

Review: On 6/2/15 I contacted HSA to file a claim for a leak above our basement bathroom ceiling, coming from the bathroom areas upstairs. After a hold time of no less than 20 minutes, I was given name of plumbing company that was dispatched, and they called me evening 6/2. They presented to assess the situation on 6/5. They told us they had to come back on Monday to finish, as they had found the source and needed to complete the work Monday. I didn't hear anything from them Monday, so I called the plumbers. They said they were waiting for approval from HSA to complete the work and they would likely hear that day. I did not receive a call on Monday in regard to servicing the leak. I called HSA Tuesday morning, and due to another lengthy hold time, I chose the voicemail option and left a voicemail inquiring about the leak issue and asked if they could expidite this. I heard nothing back. I called 6/10. Was on hold for 20 minutes and call was inadvertently terminated on my end. I called again, on hold for 45 minutes, spoke with an agent who confirmed plumbers "are waiting for approval" from HSA to complete repairs. I asked if they could expidite this, she said she "could put a note on it" to try and get them to approve it. She said there was nothing else that could be done. As of now, I have heard nothing from anyone regarding the leak. We have an active leak from the upstairs into the basement, and there is a huge hole in the ceiling in the downstairs bathroom.Desired Settlement: The longer this takes to repair the worse the damage will be. The wait time to repair this is unacceptable. I desire this situation to be remedied immediately, and I want the repairs to begin immediately. It would be appropriate for HSA to accept the cost of any secondary damage as a result of this delay on their end. Thank you.

Business

Response:

HSA apologizes for the delay in the claim and is having an associate call the vendor to get the diagnosis. Once they have spoken to the vendor, the homeowner will be contacted for status update.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is the second complaint I've filed on this business regarding the same chain of issues. Since my last complaint, the plumbers came and fixed reported leak 6/18. They said since they cut holes in the property to search for the leak HSA would fix it. They said they would report this and I would wait for a call from HSA to get drywall fixed. I left a message with HSA on 6/22 as prompted on the phone, being told on the message to expect a call from them in the next business day. I heard nothing. On 6/24 I spoke with the plumber and he told me he reported it and would do so again. I heard nothing from HSA to get it repaired. On 6/25 I called HSA to ask about this again and spoke with a representative about this, she said she would "put a note on it" which is EXACTLY what I had been told in the past without a response to an issue, and supposedly it would be forwarded on to another department for approval. The plumbers called my husband today to follow up to see if we had heard anything about the fix from HSA and we have heard nothing. We have huge holes in our drywall in a home we just purchased, and these are supposed to be covered. HSA is not responding to us again, just like this happened when we had the leak that caused this, and the only time they called us back was when the Revdex.com got involved.

Review: Today is the 6th day we do not have air conditioning. When the A.C. went out, we called immediately. The first call we were on hold for over an hour, but thought this was an exception. Since then we have called over 7 times - on hold for an hour plus each time - equating to over 7 hours on hold.

On our initial call we were given a company that couldn't come out for 5 days. We called back and changed to another co that would be out in 1-2 days. On the second day, we found out that the appointment was not booked. We had spoken directly with the repair company; they never communicated to us there was a problem in booking the appointment. So another day was added to our wait time.

A repair co came out but did not correctly/completely repair our system. When inquiring if another deductible was required, HSA explained that if a different problem was found, we have to pay another deductible. The business model rewards repair companies to not make correct/complete repairs through multiple deductibles.

When speaking with HSA, they would not help us obtain an appointment with their selected repair company. After multiple phone calls & messages we were able to reach the A.C. repair co. They did not care the A.C. was out again & refused to provide an appointment. We were told they would likely not make it out anytime in the foreseeable future.

So we had to call back again. At the end of this call we asked to speak with a manager. Instead of being transferred, we were put back in the general hold queue.

Customer service representatives obviously do not care about our situation and are trained to not answer questions directly. It has been explained to multiple reps our family dynamic and we spend our entire day in our home. They told us to "put a fan in the room." There is never an apology regarding any part of this situation.

In order to get temporary relief from the heat we are incurring expenses for eating out; gas; etc. We have to sleep on the floor; eat outside or at a restaurant; and are continually uncomfortable due to the lack of A.C.

The relator for the sellers of our home chose this warranty co. On HSA's website it states "Partner with HSA and you’ll grow your business with lead generation and referral opportunities." This seems like a conflict of interest...buy our policy & we will grow your business. Link: http://www.onlinehsa.com/Agents/real-estate-professional.aspxDesired Settlement: Our A.C. repaired in 24 hours or less without paying a second deductible.

Business

Response:

HSA would need a contract number or property address to be able to assist the homeowner with this please.

Consumer

Response:

HSA Home Warranty has extremely long wait time on the phone. In order to allow service people to fix the problem they have to contact and get approval through HSA but it takes too long. My air conditioner broke on a Saturday and they told me I could find a license vendor but not to let them do any work until they gave the approval. First of all it was hard to find a vendor that wanted to work with this company. Then when he figured out the problem and we called my husband had to wait 30 minutes on the phone and still didn't get through. The service man left because he had work to do. I tried calling later and waited 45 minutes on hold and still didn't get through. I left a message and no one had returned my call when I tried again the next morning at 10. When I called at 10 I still had to wait 35 minutes before I got through. I talked with a supervisor and was told that they were having a high volume of calls. My response was that I pay for this service and they need to fix the problem.

This has by far been the worst customer service experience I have had. My air conditioner had broken and needed repaired or replaced so I attempted to call HSA and file a claim. After being on hold for half hour, I figured they were busy since it was the weekend and decided to file a claim online. I quickly received an email response that a contractor was dispatched and would be in contact with me. So far, so good. The contractor got in contact with me and we setup up an appointment. After looking at the unit they said my AC was shot and needed replaced. Thank God for a home warranty I thought, boy was I wrong! The contractor said they would file a claim with the warranty company and they would notify me to approve any costs not covered by the warranty in a few business days. A week later and no call, email, or voicemail from HSA, so I decided to call the contractor. They said HSA had not given them any approval and I needed to call HSA myself and get one sent to them. After a week of hot weather and coming home from work to an oven of a house, I was pretty frustrated and confused why I wasn't notified earlier that I needed to do this. I called HSA during the week and was put on hold, for 15 minutes, so I left a message asking them to call me at work so I could receive the call. Instead they called me at the number I called them from and left a message asking me to call them back. I call back after work only to be put on hold for an hour with no option to leave another message asking them to call me at work. I hang up and call back again and to my surprise I get someone right away. I explain that I have been calling multiple people multiple times and am trying to get an approval to a contractor, only to get interrupted and asked for my address. I give the operator my address and then get put on hold again! It has been two and a half weeks and I still have not had my AC fixed, let alone told what my out of pocket expense will be. This home warranty company has caused me so much frustration and time, I should have paid outright for a new AC unit than to deal with them.

Review: Water Heater issue with no service

I called HSA Saturday morning about a water heater issue. It in now Tuesday and still have not heard from anyone. I called the vendor HSA provided and they have no service record from HSA? I filled out a claim online and got a call from HSA scolding me for filing a duplicate claim but I still have not heard from anyone on the first claim? We have two young kids and no hot water. I am still on hold with HSA to find out why the vendor has no record of them initiating service (30 minutes and counting).Desired Settlement: I just want my water heater fixed as per my home warranty.

Business

Response:

HSA apologizes for the inconvenience the homeowner has experienced. The vendor was out to the home on 5/13 and the parts are ordered. Once the parts arrive, the vendor will contact the homeowner to install.

Business

Response:

HSA is refunding the deductible due to the inconvenience the homeowner has experienced. Approval for the repair was given on 5/20/15.

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: A claim submitted to cover repair of an heat ex changer was denied - a single fan is broke within the unit. The unit is a BOSS AIRE Heat Exchanger (FACT: literally labeled as a air to air heat exchanger by the manufacturer). HSA's coverage as denoted in their contract in Section E: Covered "Component Parts" / Subsection 5: Central Heat, lists 'Heat Exchanger' as a covered unit. HSA claims the unit is not really a heat exchanger and falls outside of their contractual obligation.

I'd suggest that the language in the contract allows HSA to purport to offer coverage for an item, but leaves authority and interpretation of the units to HSA's representatives. My ask is for the Revdex.com to review this item, the language in the contract and hold HSA accountable for purported support of a 'Heat Exchanger' coverage. It's a fact - that's what the unit is a denoted by the manufacturer.

I'm happy to provide pictures, model numbers and the contract upon request.Desired Settlement: I'd like HSA to address the obligation.

Business

Response:

The service provider that the homeowner used as the HSA affiliated vendors were not available, stated that the unit was a heat recovery heat exchanger, which is not covered under the warranty. On page 5, number 5: Central Heat: NOT COVERED: humidifier, gas units, systems with compressors larger than five tons; outside/underground piping, well pump and “Component Parts” for geothermal and/or water source heat pumps; heat or energy recovery units; non-ducted air conditioners, condensate line clearing, crane charges, filters, registers, grills, insulation, improperly sized ductwork. HSA asked the homeowner to send us the information from the service company so we can review it, but that has not been received.

Consumer

Response:

Review: HSA Home Warranty has failed to provide the service expected and has offered to do nothing in return for our experience.

On December 2nd we contacted HSA in regards to our range oven. The stove is only 1.5 years old and completely stopped working shortly before Thanksgiving. We reported the claim, had a tech come to the house to diagnose the problem and paid our deductable of $75. We were told our parts would be delivered on Decemeber 26th. On December 27th we received a phone call stating the parts were on back order and would be delivered January 7th. On January 5th we received another call stating the parts were still on "back order" and the new delivery date would be January 27th. Again we were called to say they are still on back order and will be ready to ship this time on February 4th. Now today (February 5th) they are telling us they have no idea when the parts will be here. We have been given the run around each time we've called to check on the status of the parts. Each time they explain they can to NOTHING for us. I was even told by a representative that "She can't make the parts and there's nothing she can do". I asked out of courtesy since they have offered to do nothing or even call to find out where the parts are, could we be reimbursed the $75 OR the last 2 months of payments since we've been waiting and they done nothing to help us. I was then told only a manager can do that and she wasn't sure that they even had the authority to reimburse a monthly payment. Each time we call in we are told they don't know where the parts are and when they will be shipped. They have offered to give us the cash to purchase a new stove however we were told today (Feb 5th) that we would have to purchase the stove first and then provide the receipt. This was NOT what was told to us from the beginning. They also lied to us today stating we've never spoke to a manager about the issues we are encountering, but yet we have on several occassion which [redacted] all of the sudden found in our file after we complained. The fact that they have offered to do nothing to help us is the reason for this complaint today. We pay them on a monthly basis for things like this....why I am still paying them if they aren't willing to do the job? We've also been told on several occassions managers would work on this and call us back....we have yet to hear from any managers. This is not the first bad experience we've had with this company. I have family that has been without an oven for now 2 months. Cooking any meal for an 11 month old baby is quite challenging on the grill in the dead of winter, so thank you HSA Home Warranty for that. All I ask with this complaint is for the money that I am paying them to do nothing. I have never in my treated with such poor service.Desired Settlement: The $75 deductible paid for HSA to diagnose the issues and/OR the last 3 months of monthly payments we've asked for on several occassions and have been told no one is authorized to refund that. I understand that a part may be on back order, but to not call us back to explain what is going on or offer anything to us for this experience is absolutely ridiculous and by far the worst customer service I have ever gone through. Myself being in a customer oriented business for so long knows that keepin

Business

Response:

HSA apologizes for the delays that have occurred with the range claim. HSA has approved the replacement of this unit and the homeowner has been contacted on this.

First of all it is absolutely ridiculous that you have to wait 20 minutes on hold every time you call them on the phone. Second, you file a claim and the plumber they recommend (ASR) comes out 4 times and cannot properly diagnose the problem. It is bad enough that they show up in no uniform, no tools, and can't seem to answer basic plumbing questions. Then when I hire my own plumber to do the work and submit the invoice, they have the NERVE not to pay. I will be cancelling this as soon as the year is out. They are the worst!

Review: I purchased a home in April 2014, which came with a HSA home warranty. My AC unit went out approximately August 2014. This home was built in 1990 and the unit is as old as the house, with old out of date refrigerant and energy efficient guidelines.

The reason for this complaint is because of the number of service calls that I the customer have had to deal with, along with the time away from work for issues not to be resolved or fixed. I will list below each time the warranty company had advised their approved service tech to come to my property and view the issues.

note: I am listing calls on when I had someone come out to view the problem or file a claim, I am not counting all of the calls for which I had to argue with the company on the issue and when things were not completed correctly.

1st call

I reported my air conditioner to not be working, they said they would have one of their approved service techs come to the house to get a claim started. The service tech went a looked at the 24 year old unit and noticed the refrigerant pressure was low, so proceeded to add the refrigerant without doing a pressure test on the system. The air worked for 3 days and I had to call them back to tell them and then had to have the guy come back out to look at the unit again. He then stated that the unit needed a new Evaporation coil. I then got word from HSA that this would cost me $225 out of pocket along with the deductible which was $70 plus the initial price of the warranty which was approximately $750. So in all $1045 spent, and note that I pleaded with the warranty company what was needed to get the entire 24 year old unit replaced, and if they would work with me to get that done, so money would not be thrown down the drain. They refused and I became frustrated with the time spent on the issue, and so I waited until spring of 2015 to come back to the issue.

(Missed 2 days of work)

2nd Call

I called in April 2015 to have the issue fixed and looked at, please keep in mind I am still under warranty. I agreed out of frustration to have the unit repaired, so I reluctantly paid the $225 out of pocket for fees that were not covered under the warranty, and the evaporation coil was repaired. Then when testing the unit after the coil was replaced the outside unit would not kick on, there were electrical issues present that were needed to be looked at in the 24 year old unit. The tech finally got the unit to turn on and run for 2 minutes tops. So they said we are done and it is fixed, not 20 minutes after they left I ran the unit and the condenser fan seized up and the condenser itself was making very loud noises and extremely hot. I filmed this behavior from the unit, and I then called to make another claim for the issue.

(Missed 1 day of work)

3rd call (note I am 3 days from my warranty expiring)

This call was to report that the repair they had done to the evaporation coil, that HSA agreed to do, did not fix the issue, and how frustrated I was because of it. I had to file a new claim now for this new issue that was seen in the now 25 year old unit. So I had to have the tech come out again to view the unit and see what the new problem was, which I had on film the issue that occurred. The tech came out and stated how he also believes that the unit just be replaced as it is a repair nightmare to throw all of this money into a unit that is 25 years old. So through our frustration with dealing with HSA he then stated all they will cover is the condenser fan motor and he knew it. And I have no guarantee that this will fix the issue with the unit as it is 25 years old and needs replaced.

(Missed 1 day of work)

Currently I spoke with a manager today (5-4-2015) on what was guaranteed to me that this will fix the issue and nothing is guaranteed, and I know they just want to get this last part fixed and wash their hand of me. Which without a doubt, I know this unit will break within the next month and the service tech agreed with me. The manager [redacted], stated as an analogy that you would not replace a car if the brakes went out, then I stated if the car is 25 years old and has 250,000 miles on it they will total it for hail damage... again to me this makes no sense for me the customer to throw away all of this money for the warranty and the non-covered costs into the unit that needs replace so HSA can get rid of me without fixing the unit. I refuse to renew my warranty based on the customer service and the complete disregard of respect to the customer. I currently have agreed to have the condenser fan replaced. For which I then see the unit maybe lasting a week for it to completely blow up, or burn down my house... but HSA will have scammed another customer out of fixing unit for then I will have to replace it and all of the money I wasted to have this unit replaced will just be trashed.Desired Settlement: I request that all of my money be refunded and the warranty fee be refunded so I can use that money to actually replace and fix the unit like it needs to be. So these sunk costs will not be lost in the 25 year old unit that is very near its demise. Because based on the service though them I do not want them to be a part of any of the repair decision. If I could get those sunk cost back that did me no good I will then pay the difference for the unit to be replaced by a reputable company, and service tech. Again the monetary value is

Warranty Fee = $750 (approximately not 100% sure, but is in the $700 range)

deductible Fee = $70

out of pocket expenses= $225

____________________________________________

TOTAL approximately = $1045

Business

Response:

According to the technician, the first failure was the evaporator coil and that was replaced. The second failure to the outside unit was the condenser fan motor, which was also replaced. HSA does replace components that are not failing. If the homeowner did not want the repairs done, they could have chosen to take a cashout option in lieu of repair or replacement based on what HSA can expect to pay to repair the failure (parts & labor).

PLEASE LISTEN!!!!!!!!!!
HSA is a very poor company to deal with! They have fought with me (THE CUSTOMER) over getting my AC Unit fixed the right way. They partner with JOE THE NON RESPONCE COMP. It is August my AC has gone out over 3 times and the comp they hired to fix it has fought with me on how it was fixed or not. The owner of Sheppard's HEATING and AIR fought with me over the phone about his tech work. My AC is broke my kids and I have to suffer through this heat. HSA customer service each one tells me OH WELL IT'S after hours so there is nothing they can do for me until Sheppard Heating and Air get back to them. I have called HSA several times and MY GOD THE WAIT ON THE PHONE IS CRAZY!!!! OH YA don't have a JOB!! Because the people they partner with only work 8 to 4 M-F I want those hours and still have the money to pay my bills. IF no one can be there well that is on you please don't be a single parent they F those type of people. This is so uncalled for, with the money they make off of these contracts they should be able to treat the customer and there family right. They need to partner with REAL COMP not these fly by night ones that argue with the home owner. HSA just leaves you left out in LA LA land because they can't get anyone from the comp they partner with to ever answer there phones. So once again the CUSTOMER suffers. I HIGHLY recommend you do not go with this comp for a home warranty.

Review: Have a home warranty with hsa that I pd. $440 . I needed a plumber which they provided and I pd the plumber my deductible $100. I have contacted hsa many times about fixing my plumbing problem with no success .

Business

Response:

HSA apologizes for the delay and inconvenience this has caused the customer. HSA will be reimbursing the customer an additional $125 to cover the labor charged by the technician which should finalize the claim. Again, HSA apologizes for the delay in resolving the customers issue.

Thank you.

Consumer

Response:

On Sun, Jul 28, 2013 at 9:38 AM, [redacted] wrote:

I was trying to update by going to your website but I was getting an error message.

Review: I recently bought a home in June 2013 and provided with the sale of the home was a home warranty service (HSA - Home Security Association of Virginia). In August my evaporator coil sprung a leak as confirmed by two HVAC techs. I contacted HSA to set up a repair, however HSA responded by saying they would replace the entire air handler unit. This initially sounded good until I realized that per the contract regarding AHU repairs/replacements that certain labor and modification cost were not included in the contract. After some consideration I asked why HSA is pushing me to have the AHU replaced rather than repair/replace the failing component - the evaporator coil? HSA explained that the cost to replace the coil was cost prohibitive as compared to replacing the AHU, which is not a contract condition. Also, HSA stated that if I had the coil repaired/replaced that they would no longer warranty/service any other component of the AHU, which also is not a contract condition, but rather default on contract obligations. Essentially, HSA is pushing an AHU replacement which forces/pressures the customer to share an unnecessary liability by replacing the AHU although the only coil is failing. If HSA recommends replacing the AHU although it is not necessary then HSA should do so on its own accord. However, HSA is failing to deliver on its contracted service of repairing or replacing the failing/defective component (coil). HSA per the contract states "we have the sole right to determine if ITEMS will be repaired or replaced. HSA like to interpret this as replacing the AHU system which buys them a manufacturers warranty and where the customers shares half of the cost. However, the more accurate interpretation and contract terms are the failing- ITEM(s)/COMPONENT PARTS, not entire SYSTEMS when only the COMPONENT(s) require repair or replacement. HSA has threatened to alter the contract by denying/making other covered services conditional upon my choice of repair, essentially if I do not follow HSAs preferred course of action (paying for unnecessary services) other services will be denied, although this is not a contract condition. Per the contract, "subsequent failures to the same system will be the exempt from coverage UNLESS and until proof of repair is submitted to HSA." Therefore, coverage for subsequent failure per the contract is ONLY denied when proof of the preceding repair IS NOT provided to HSA.Please see email traffic below regarding this issue and contract for said services:What's the status on repairing or replacing my coil? --- Original Message ---From: "[redacted]Sent: September 20, 2013 2:16 PMTo: "[redacted]Subject: Re: FW: Re: [redacted] ClaimHSA's sole right IS to REPAIR or REPLACE the failing component (ITEM(S), NOT SYSTEM) - the coil. The AH system as a whole is not failing. Whether HSA repairs or replaces the coil or not doesnt matter to me, but the repair or replacement of the coil doesn't allow HSA to default on its contractual obligations should another/separate component of the AH fail, this is not anywhere in the contract. The contract states "subsequent failures to the same system will be the exempt from coverage UNLESS and until proof of repair is submitted to HSA." Coverage for subsequent failure per the contract is ONLY denied when proof of the preceding repair IS NOT provided to HSA. Repair or replace the coil asap. This warranty was provided by the real estate agent with the sale of this home. If HSA cannot uphold their contractual obligations I will start with communicating to my real estate agent and the selling agent my problems getting serviced by HSA. --- Original Message ---From: "[redacted]Sent: September 20, 2013 1:41 PMTo: "[redacted]Subject: Re: FW: Re: [redacted] Claim[redacted], We have 2 options at this point. You can either take a cash out and replace just the coil only, which in return HSA will no longer warrant the air handler as we reserve the right under the contract to repair or replace at our discretion. Based on the diagnosis and the recommendation of [redacted] we have opted to replace the entire air handler not just the coil. Under your contract under section D, customer service #2, it states among other things "we have the sole right to determine if items will be repaired or replaced." If you decide that you want to move forward with the air handler replacement we need your permission on the non covered charges before we can order equipment. Based on the basic plan that you have, those items are not something that HSA is liable for. Please let me know how you would like to move forward. [redacted]On Thu, Sep 19, 2013 at 7:27 PM, [redacted] wrote:[redacted], No, I do not approve payment for non covered items associated with the installation of a new AHU when only the coil needs to be replaced. HSA has been contracted to warranty, repair, or replace the failing component(s); in other words the coil, not the AHU. Again, make arrangements to replace the coil ASAP as we have not reached a resolution to this issue for almost a month. Regarding your previous statements - Cost prohibition is not a contract condition that can deny covered services under this contract, except in cases where cost exceeds aggregated coverage(s) of contract; nor can the contract be altered (such as making conditional changes to existing contract services pending acceptance of HSA preferred course of action, thus threatening default of responsibility on other covered services) without consent of both parties; nor can the home warranty force the homeowner to bear undue liabilities (unnecessary repairs to operational components) to minimize or hedge against further coverage/liabilities from the home warranty, although the primary reason and responsibility of insuDesired Settlement: Have my evaporator coil repaired or replaced per the contract.

Business

Response:

In this case the customers' air handler unit was having a failure with the part called the evaporator coil. Please reference picture if needed to know what an air handler and an evaporator coil are. Originally we were authorizing the replacement of the entire air handler unit vs repairing it by providing a new evaporator coil part. When HSA determines to replace or repair we take into consideration multiple factors including, but not limited to, the age of equipment, the condition of the over all equipment itself and the cost difference in making the repair vs replacement. HSA's difference in cost from doing the repair vs replacing was less than $300. I do understand with any replacement or repair there could in some cases be additional costs that are the customers' responsibility. These costs are necessary to effect the repair or replacement, but are excluded from coverage. HSA provides different warranty tiers options. The premium tiers provide additional coverage for these types of costs that the customer could be exposed to during a repair or replacement. No premium tiers were not selected for this policy.