Home Security of America, Inc.

Review: Problem 1. I have a home warranty through HSA, Home Security of America, Inc. I recently had the two HVAC systems evaluated (because they were 11 Years old) to see about adding air cleaners and UV lights to the systems because of my health problems. While they were cooling, they were not working to manufacture specifications. Plus the units evaporator coils, condenser coils, units blower motor wheel and blower motor housing had buildup of dust , dirt, and biological growth. While the problems with the mechanical could be fixed, the units could not be cleaned sufficiently to insure that all biological growth was removed completely. I decided to replace the systems as that was the best option for me and my health. I requested that HSA pay only for what it would have cost to repair systems. Which I thought was fair. The refused, saying the units were working and that they would only pay if they were broken. When I asked what they meant by working, they responded, "The way the manufacture intended"

Problem 2. A bathroom light was not working. I replaced the bulb, thinking the bulb was burnt out. After replacing the bulb, the light still didn't work. I removed the fixture and found the wiring was burnt. I called to have them come out and see if the wiring to the fixture was safe or needed to be replaced. They refused, even though the policy clearly states the wiring is covered. I could not replace/connect a light fixture to the house wiring until I knew it was safe. I did not need a fire hazard. I had to call an electrician in the check out the wiring. Which needed to be replaced.

Problem 3. Dishwasher was not cleaning dishes, not drying properly, and leaving dried detergent on them which had the be scrapped off. Called HSA, they sent a service man out, He stated that the problem was a belt. After a week or so the problem started again. I tried cleaning the dishwasher with commercial cleaners, then vinegar several times to see if there was a build up of mineral deposits. The dishwasher would work OK for a short time, then the same problems would reoccur. I was told I would have to pay another $100 deductible if they came out.

I refused to pay a second time for the same problem.

Problem 4. The policy can not be canceled.Desired Settlement: I want them to pay only the amount that it would cost to repair the HVAC units which would have been, $2001.00 or more once the leaks in the units were located. I want them to reimburse me for what it cost me to have the wiring repaired $175.00 and the cost of a new light fixture which was about $40

Business

Response:

HSA would need a diagnosis from a licensed technician on what was actually failing with the a/c unit. to determine if this is a coverable claim. For the electrical issue, no claim has ever been filed for this. For the dishwasher claim, HSA honors a potential recall on labor for 30 days and parts for 90 days. The first claim was filed in April, which is past both labor and parts recalls. The contract is a non-cancellable contract per the terms and conditions of the contract.

Business

Response:

HSA has reviewed the invoice and the cause of failure is not due to normal wear and tear. The vendor states that the wiring was damaged by the use of an oversiszed light bulb and/or water from the attic HVAC unit leaking into the light fixture. The contract clearly states that failures not due to normal wear and tear are not covered. The claim is denied.

Consumer

Response:

Review: Our air conditioner stopped working and we are paying home warranty thru our mortgage and they refuse to help fix our air condioner. We live in Las Vegas which is 100 degrees and we have a newborn baby which is a few days old,and it's 90 degrees in our house and they denied fixing our air.

Business

Response:

The customer has been made aware that they owe the $75.00 service call trade fee in order for services to proceed further. Thank you

Consumer

Response:

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

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

Regards,

I renewed our home warranty on 2/8/2016 & have submitted a claim for work done on a boiler.I will spare you the details of each date I have called, but it has been 17X's in the last 5 wks. IF I actually talk to a person, they can't tell me anything about whether or not the claim has been reviewed, authorized, etc. MOSTLY I have been on hold anywhere from 25-55 min. w/ no-one picking up! I've spoken w/ 8 different people w/ no resolve,even though @ one point I was told by Racquel that she would send a note to authorizations & they would contact me in a few days-that was 15 days ago. I have spent a total of 4 hrs & 12 min. on hold w/ this company- I don't even know if it is a legit company, I feel totally scammed @ this point.

HSA will not pay your claim - PERIOD. The warranty isn't worth the paper it's written on. I reported a roof leak in a house I recently purchased, so HSA contacted my contractor to ask the cause of the leak. He indicated it was a missing shingle that led to water damage in the wood, but he couldn't say for sure if it was wind damage or a tree branch. Since the roof was 15 years old, he didn't know how it was installed. HSA denied the claim, saying it was the result of "faulty installation". They repeatedly lied to me, claiming my contractor had said it was an installation issue. I got the contractor on the phone -- HE CONFIRMED HE DID NOT STATE IT WAS FAULTY INSTALLATION -- and they refused to change their position. THEY AUTOMATICALLY DENY YOUR CLAIM, then fill in a box to explain why. In my case, they flatly lied about the reason. I offered to have the contractor call them back to correct their mistake, and they refused. This is an insult to the Revdex.com to give them a rating above "F".

Review: I submitted a claim to have microwave repaired at first they said it was not covered and offered me 12 dollars then they sent me a letter via email on 12/26/14 indicating that the Microwave repair request had been approved and indicated how much money that I had saved. When I returned from the holiday break I gain placed a call to HSA HOME WARRATNY and wa place on hold for an hour until I was able to speak with their representative. When speaking to them they stated that the letter did not actually mean that the the repair had been approved even though this what the letter said and that they would only pay 12 dollars to me to get the Microwave repaired myself. When I asked why did they send me a letter stating the microwave repair was approved. The reply that this is a computer generated letter. The letter does not indicate that they are only going to pay me 12 dollars it indicates that the repair has been approved.Desired Settlement: I would like for them to repair the microwave since their company letter indicates that they will. Tracking number 075-2269240-C01 Nothing indicates that the repair is not covered or only a portion. Letter implies that the microwave repair has been approved.

Business

Response:

Per the HSA contract, the door latch is covered. The door is not covered under the contract and per the technician, the handle is broken and the door frame is cracked and needs to be replaced. HSA approved the $12.37 for the door latch and the homeowner would be responsible for the door component parts.

Consumer

Response:

Review: I have complain about this heat vent in my master bath since 12/13, it was fix in 02/14 and did not work properly I had call/write online complaint and they sent someone out finally in October the component was making a very loud noise worst then the one replaced and when the technician was out it had stop working twice and he had to turn it with his hand to move. He took photo's and indicate he was going to write this up and turn it in. I had not heard from them for two weeks I call and was informed that technician stated it was just a loud noise and owner did not want to hear it. I was called again on today and spoke with the technician and he said it was a misunderstanding with the company and he would be contacting them. I was then call this evening by HSA and informed they where sending someone else out for a second opinion and I still owe for the last visit I was informed by the representative that assign [redacted] to come out that I did not have to pay a deductible base. I was then informed they had to pay [redacted] and he said I did not have to pay, he took a picture of the model number and said he would be ordering the part and replacing it. I have had problem sitting on the phone with HSA for hours at a time, having representative be rude and nasty, pushed for almost a year about this problem.Desired Settlement: I want I working heater component replaced or the cost paid in full for parts and labor of my choice of electrician.

Business

Response:

HSA had a vendor out to the home on 10/31/14, with 2 additional technicians to assist, and homeowner declined the service due to not wanting that many people in his home. HSA has sent a request over to vendor department to find another vendor for this homeowner. The homeowner will be contacted once another vendor is located.

Consumer

Response:

I have received EXTREMLY POOR customer service and I would not recommend this company.
When calling to check on a claim, their system has hung up on me several times after I was holding for several minutes. At least one time I was holding for 45 minutes I my call was disconnected. Customers are told an expected hold time & I have been on hold way beyond that time. On 8/24/15 my expected hold time was 15m and I was on hold for an hour before I had to hang up.
At one point, I was told my claim would be escalated to a supervisor and the supervisor would contact me. This never happened to my knowledge.
I feel like I have to make time for HSA when they should be making time for me, THEIR CUSTOMER. I don’t have time to be on hold with HSA dealing with ridiculous hold times and people who I feel like they have dropped the ball on customer service.
After being on hold on 8/24/15 for about 20m, a rep answered and quickly dismissed me to another department without giving me the department name/number and she did not ask me if there was anything she could help with or do for me before blowing me off. Then I waited on hold for 1hr and 15 minutes before I hung up from being on hold too long. This was after 6pm.
I have contacted HSA VIA e-mail and fax and they have not responded to me.
I'm just glad the seller of my home paid for the warranty.

Review: This company advertised that resolution is usually within 48 hours. I'm at 48 hours and still can't get a service rep to set time for inspection of the non-servicable refrigerator. HSA rep's last agreed to task was to consult with "vendor management." said rep advised that they would be in touch early the next morning. I finally got to speak to a service rep the following day who advised the claim is "stuck with vendor management and will be another 48 hours before anything can be done." If nothing, that is false advertising. Reason given: we are very busy in the [redacted] area. Sounds ill equipped for their business. Perhaps they should refuse new applicants until call load is more manageable.Desired Settlement: A service rep of known quality to examine my equipment and make a repair or replacement within the 48 hour window that was advertised.

Business

Response:

HSA has found a vendor to service the refrigerator and has been in contact with the homeowner.

Review: I bought a warranty for my house I purchased in October of 2013. I had a water main leak that was spaying water in my basement. I called the company to file a claim. The company said they would send a qualified technician out to look at it. The technician said that they agreed that the leak is in the house, however they said that there company does not do that kind of work after I paid her $75.00. When I called HSA back they said they would have another company come out and look at the problem. I did not here back fro them so I called them back. They told me they could not find a contractor however I could look for one. After a couple more days I called them back and told them I could not locate one. I told them I may need to find local people to do the manual labor work and I may need to rent tools to do this job. I have not heard from this company back in 2 more days. I have been without my water for 2 1/2 weeks. My drywall in the basement is moldy and water damaged. I have consulted with people in the neighborhood that had this work done before and they have estimated about $3500 to replace the water line.Desired Settlement: Their flyer says that they will pay between $100-1,200 for plumbing.So I am looking for $1000.00 to help pay to have this fixed. This cost will pay for the rental equipment and some of the labor.

ITEM REPA IR REPLACEMENT

Heating system $96 - $600 $1,325 - $4,700

Central air $200 - $1,100 $1,475 - $5,200

Water heater $85 - $210 $420 - $805

Plumbing $100 - $1,200 $480 - $3,225

Refrigerator $80 - $515 $525 - $3,100

Oven/range $80 - $310 $415 - $2,600

Business

Response:

Per the technician, the leak is within the foundation wall, it is a concrete encased pipe that is leaking. Per the HSA contract, section F, number 5. Providing access to a covered component or system other than plumbing or ductwork systems. HSA will pay to provide access to plumbing and duct work systems through unobstructed walls, ceilings or floors only, and will return the access opening to a rough finish condition. HSA is not responsible for moving obstructions including, but not limited to, built-in appliances, systems, cabinets, tile and floor coverings or pulling and resetting a sink, shower or bathtub to access a failure. Any plumbing or duct work failure requiring access through concrete, stone, rock or brick is limited to $500 aggregate for total repair cost including access, diagnosis, repair and/or replacement, even if the primary failure is not located within the concrete, stone, rock or brick. HSA would approve the $500 aggregate per the terms and conditions of the contract. HSA is unable to find an excavating company for the homeowner, so the homeowner can use a company of his choice, who is licensed to do this type of repairs

Consumer

Response:

Terrible! 60 minute wait times, lack of coverage of anything substantial, 75$ deductible, long turn around time to get things done, and if they do fix it everything is the cheapest wallmart parts available.
Not worth it at all!

Review: place a request for service to repair a gas stove on May13,2014 and to date the stove is still not repaired. Serviced 3 times by A&E factory and a plumber to check gas line. A ignitor and regulator were replaced by A&E and since there was still low gas pressure A&E said it was the gas line. Gas people came, end result not the gas line. Now I am being told that this was pre exsisting condition of the stove prior to me obtaining this warranty because thats what the plumber said to them today 6/11/14. But it wasn't stated by the A&E services but a plumber that isn't authorized to work on appliances and that . The gas service isn't covered even thou that's what A&E stated was the problem to make the stove work. I have paid 75 dollars for my co-pay and 2 75 dollars were wavier or I would be out 225 dollars. Asked to" buy out" and I was told I couldn't because parts have already been replaced on the stove . It was never stated to me that if work was done on any appliance that you can not" buy out ".Now I'm 3 1/2 weeks into this problem and another service call has been placed with A&E for tomorrow 6/12/14. for what they will do, I'm not sure since they said it was a gas problem after 3 visits . I guess I am upset that this company has the right after almost 1 month to allow their client(me)to go without an appliance for a month that is covered under the warranty and then state that it was a pre exsisting condition and that the plumber(gas line) isn't covered even thou that what might of made the stove work but no. Bad business . And won't" buy out" because parts have been replaced . Not my fault. I paid for this warranty but they haven't by no means fulfilled their obligation. Will not recommend to company to anyone.Desired Settlement: A buy out. They say I cant because parts have been replaced.

Business

Response:

If there is still a failure or a new failure is occurring, then a new claim would need to be filed. If the claim is approved, the homeowner choose to take a cash out for the cost of repair. According to HSA's records, there was no failure to the gas line and 2 repairs have been made to the range. If the unit is not failing, HSA would not participate in replacement of the range..

Consumer

Response:

Review: HSA approved my claim and I completed duct work on my home. Then they denied my claim a few days later and will not give me reimbursement or give me my deductible back.Desired Settlement: I would like to be reimbursed for the cost of materials or I would would like a refund of my deductible.

Business

Response:

After review of the claim, HSA did not offer coverage as the failures occurred due to the ductwork has fallen off the supply and has broken on the other end due to it not being tied to the joists and no support causing it to fall. HSA contract only covers for failures due to normal wear and tear. The deductible applied to the claim and was payable to the service provider to cover the service call trade fee and would not be refunded.

Consumer

Response:

Review: I renewed a home warranty contract with HSA in March 2015 for service at a property I own at [redacted], my previous contract # is [redacted]. My credit card was charged $583.55 on March 4, 2015 for the renewal. At the time they said they would forward the new contract and gave me the last four digits of the new contract number which is 7467. I never received the new contract from them. On July 13, 2015 I attempted to contact HSA to initiate a new claim. They said they cannot find the contract and transferred me several different times, I waited to speak to several different departments for over one hour. After many more phone calls I was transferred to a supervisor's line and left a message. I have not received a return call. I attempted again today to resolve this matter and was told I would have to wait speak to someone for about 30 minutes. I asked to speak to a supervisor and was told it was a 20 minute hold time.Desired Settlement: I would appreciate if you can contact the company and have them give me my contract number so that I can initiate a new claim.

Business

Response:

The homeowner has gotten in touch with HSA as of 7/15 and filed a claim for the clothes dryer.

Review: Furnace started smoking and stopped working. Unfortunately it was 31 years old and deemed not repairable HSA said I could use my own company but would only pay me what they could do the repair for. I chose to use the company of my choice and thought HSA would low ball me and give me $1200 to $1500 to replace and install a new unit. I get a call today and they say they can buy a new furnace and have it installed for $600 and that is what they will give me towards replacement. They said $300 for the furnace and $300 for the install. That is a total joke now way they can do that and what furnace is $300. I had 3 people at my home installing the new furnace for 8 hours. I would not recommend this company. I would have been better off saving the cost. All I did is was make the repair more difficult because I have to call and wait on hold to get the $600. This company should be ashamed of itself to even straight face say we can get your unit replaced for $600.Desired Settlement: A fair offer the average cost of a furnace with installation in my area is $3,700. I don't expect that but $600 is a joke.

Business

Response:

The customer did file a claim on his furnace and the claim was approved for the replacement of the unit. The customer does reserve the right to use his own service provider however he would be paying retail rates to have the unit replaced. HSA has preferred affiliated service providers with signed contracts to complete the job for a particular labor rate and HSA does supply the equipment at our National contracted rates as well. HSA approved the claim for the cost of the furnace and standard labor only at $717.69 less the customers $75.00 deductible for a cash out option reimbursement of $ 642.69 once HSA receives a copy of a paid receipt for services rendered. HSA's contract does not also cover for any permits and or any type of installation modifications needed to install the equipment and this is per the terms and conditions of the contract. Thank you

Review: Our HSA home warranty was purchased when we bought a house in another state. I called in in September 2015 and spoke to a customer service rep that stated that furnaces were covered, and that there was not any techs in our area, so we could call any licensed technician for a new furnace. When we turned the furnace on in September (we moved in in June 2015, but why would you turn a furnace on in the summer), it made some weird noises. When the tech came, we were suppose to call in to HSA and give them the diagnosis. We were told we would have to pay the 100.00 deductible, and then HSA would pay the heating company. Well, now the claim has been denied for pre-existing. When I originally called in, nothing was said about an approval process after the fact or about pre-existing. I have now also found out that the customer service reps read a generic script to the customers. This is horribly dishonest and misleading. I think it is criminal as well! When I spoke with the cs rep in Sept, I was even put on hold, which I thought was them getting the approval. I called back in today, November 4, 2015, and was told there is no appeal process. It is just flat out denied. If I would have known any of this, I would have never even bothered with this horrible company.Desired Settlement: I want a refund of 1000.00.

Business

Response:

The HSA contract does not cover detectable pre-existing conditions as stated on page 6 under Limitation of Liability:Detectable pre-existing defects or deficiencies, when the “Component Parts” were not in “Proper Working Order” on the inception date of coverage, are not covered by HSA. If, on the Buyer’s effective date of this contract, the defect or malfunction of the covered “Component Parts” would not have been detectable by either visual inspection and/or simple mechanical test and/or safety test performed by a qualified professional, the defect or malfunction may qualify for coverage. For example: a simple test would be a visual inspection of a heat exchanger forcracks or a carbon-monoxide test. The home inspection clearly states that there is an issue with a popping sound upon start up and a clanking noise and recommended evaluation and/or repair by a licensed HVAC technician. The claim denial stands.

Review: This is the second complaint I have had to file in regards to this company in the last month.

I had my furnace checked by a company and they told me that the heat exchange was cracked and that the furnace would need to be disconnected until it could be replaced due to safety reasons.

I called HSA and was given the name of one person and was told that I would receive a call back from this company in two hours. I was told that if I did not receive the call, I should call the company myself. I waited and no one called me from the referred company. I called the company on my own and the phone was answered by the person who would be doing the job of replacing the furnace. This person proceeded to tell me how busy he was and asked if I could take pictures of the furnace and email them to him to help him diagnose the problem. I told him that I would rather he come to my house and inspect the furnace. He told me he would call me back in a couple of days to arrange a time to look at the furnace.

I called HSA and told them of this experience. The first person I spoke with sounded as if he was under the influence of a drug. I seemed incoherent. He transferred me to a man named Jason who told me that he had to verify my story with the business, so he put me on hold. I waited and waited on hold for 15 minutes. He never returned to the call. I finally hung up and called back and was transferred to [redacted]. Now, I had been on the phone talking to various people and waiting for about a half an hour because I had to repeat the issue over and over again. I asked [redacted] for the names of 3 reputable businesses that HSA had a contract with for furnaces. I told her I preferred companies that employed furnace crews and not just one man outfits because I wanted the job done safely. [redacted] told me that, “[redacted] said I am not allowed to give you anymore referrals.”Desired Settlement: I would like HSA to fulfill the contract I have with them. I should be referred to at least 3 reputable businesses that have more than one employee working for the company. I should be able to pick the best of the 3. HSA should only refer customers to companies who have been proven to be reputable and safe because they are coming into peoples’ homes. In addition, the companies that HSA recommends should have more than one employee who does all the work, including answering their own business phone. When I call HSA, I should not be treated inconsiderately by their staff members. In other words they should not deny any reasonable requests.

Business

Response:

HSA has attempted several times to contact the approved authorized choice vendor that the homeowner used for the repair and have not heard back from them. In order to proceed with the claim, HSA needs a diagnosis from the vendor.

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.

On Wed, Oct 28, 2015 at 4:05 PM, [redacted] wrote:Hello,

Review: As another complaint was filed by someone in August, my situation is very much the same.

Affordable Solutions was the designated company provided by HSA Home Warranty Company to replace our water heater. I contacted HSA on August 21st about the water heater. Affordable Solutions was contacted by HSA on the 21st regarding our water heater. Affordable Solutions called on August 22nd and left a voicemail to contact them on Monday. We called Affordable Solutions right back after the voicemail was left and got their after hours phone service. Then had to call them 2 more times on the 22nd requesting an emergency on call person to respond due to water actively leaking into the home and we were unable to get it turned off. When the technician responded at 1130 PM, he said their after hours phone service was not properly notifying them. We then gave them a check for $75.00 dollars at that time for the deductable. We had lost over 24 hours of continous water by that time. The technician was able to get the water turned off and I removed the water heater from my house to allow it to drain. They then said it would take several days to get the work order processed through HSA. We were contacted on August 24th to schedule an appointment to have the water heater installed on the 26th. My wife was then contacted by HSA who said Affordable Solutions told them there would be an extra $315 in modifications that were needed and we would have to pay that out of pocket and it was not covered. They said the modifications were for alterations in the plumbing and electrical, and for removal of the old water heater. At that time my wife agreed to it not knowing if it was needed. I then contacted HSA to question these charges, and was told to contact Affordable Solutions directly as they were the one’s saying it was required. I then contacted Affordable Solutions and spoke with a manager who said they tell HSA those charges are needed because most houses required them because new water heaters are different sizes than older ones. They said $110 for modification to the electrical, $70.00 to remove the old water heater, and $165.00 for modification for the piping. I then asked what if they weren’t. I was told if they were not needed we would not be charged for them. I asked about the charge for the water heater and why couldn’t I get rid of it myself. I was told per Affordable Solutions insurance, they were required to remove the water heater. I told them it was already gone by someone scrapping metal and they said they would not charge me. After having to take two days off of work, the technican showed up on the 27th to install the new water heater. He first showed me the work order, and said I would have to initial and agree to the charges or he wouldn’t perform the work. The charge on the form was for $245.00. I asked him what the charges were for and he said for the modification for the electrical and piping. I told him he hadn’t even got the new water heater in, how was I being charged for something. He told me I agreed to the charge through HSA and I had to contact them. I told him I spoke to a manager at his office and said I wouldn’t be charged for something if it wasn’t needed. He then said he only deals with someone else and I had to pay it and if I wanted a refund, I had to call HSA. After 5 days of no water, I signed it and intended to call HSA. He installed the new water heater, and no electrical modification was needed. He installed a new valve in the plumbing, and cut a couple new plastic pieces to fit into the new water heater. He cut my older pipes shorter than what was needed. The only modification was the installation of the valve, which I had no issue paying for. The rest was only installation, but they are calling “ALL” installations modifications and charging customers extra money for them. I then immediately called HSA after they left to file a complaint. I talked with a represenative, who then called Affordable Solutions and spoke to their billing manager. I was then told by HSA who documented the information, Affordable Solutions agreed to refund $110.00 since no electrical modification was needed. I questioned HSA why I was charged if it wasn’t needed. I was told to call Affordable Solutions, which I did, and spoke to the billing department, and was told they agreed to refund, and she talked to the tech who said there was no electrical modification needed. They asked for my credit card info and said I would be refunded. I asked for the manager to call me, which never happened. I waited a week for the refund and then I called numerous times between August 3rd and August 11th. I was told each time, the billing rep was not there. Finally on August 11th, I asked what was going on and was told the billing person was too busy to talk to me, and to call HSA. I said I already did and they agreed to refund the $110.00. I was told it’s in their notes they weren’t paying it and to call HSA. I called HSA and filed another complaint. They said they would escalate this because it’s in their notes Affordable Soluations agreed to the refund but refusing to pay it and a manager would be calling me. I did not receive a call back on 09-11-15 from an HSA manager.

Affordable Solutions is committing fraud and theft. They are saying repairs are needed that are not, and charging customers for services that are not needed or performed. HSA is at fault for partnering with Affordable Solutions, however Affordable Solutions is falsifying needed repairs to HSA and HSA’s customers. I am also filing a complaint against HSA through the Revdex.com in Wisconsin and also filing a complaint through the Indiana Attorney General’s Office. Anyone considering using Affordable Solutions for any service needs to reconsider. Affordable Solutions is committing fraud and theft of customers. Anyone considering using HSA needs to reconsider until they stop using this company and fixes the problems that are an ongoing issue.

In the Business Response from Affordable Solutions regarding another complaint filed in August, this was their response: “This is not our customer. We do not set the cost or timeline of the repair. Please remove this from our page. This customer belongs to HSA not us. We are just contracted to do the work.” This is an absolute false statement. They do set the cost. They call HSA and say these “modifications” are required, but then say it’s HSA. HSA does contact the customer, but Affordable Solutions is saying what is needed. They are contracted to perform the work that is needed, but they are falsifying reports saying work is needed that is not. They are then charging for work that is not performed.

I don’t expect Affordable Solutions to acknowledge this complaint, nor say they are in the wrong. I plan to fight then with HSA and the Attorney Generals Office along with possible civil action. I hope this along with other complaints will help others keep from getting ripped off by this very corrupt company and its staff. Not one of their staff members have done what is right, and all are involved in the corrupt business practices.Desired Settlement: I would like to be refunded all charges from Affordable Solutions that they are now refusing to pay, after agreeing to pay to HSA. I wouild like a refund in the other "modification" fees that were not needed.

I would like HSA to remove Affordable Solutions from their account so no other customers deal with this company committing fraud and theft.

Business

Response:

A supervisor will thcall the vendor to adivse them to refund the homeowner the electrical modifications charge that they agreed upon to help remedy this situation.

Consumer

Response:

Review: I called to report a stopped up kitchen sink, the company dispatched couldn't respond until 72 business hours had passed, since this was over a weekend, that means I will have a stopped up sink for 5 days. When I called the company to get a different plumber, I was told that they had one that could come out on Monday, and that company would contact me. When that company never called, I went on HSA's website to get the number of the company to call them. Their website showed that the dispatch was cancelled and didn't show a new company was dispatched. When I called the company to ask what was going on, the person put the claim in again and assured me that the second company was coming on Monday. Again, I still do not have a time for when they are coming or even a confirmation, also, the website still shows the company responding as the first company that couldn't come until late Tuesday. When I asked to talk to a supervisor, I was told he was busy and I could leave a message but the person I spoke to, Ester, would not give me an extension to call, a full name of the supervisor, or her employee number to use as a reference to complain to the company. As of this time, the supervisor still has not contacted me and I do not have a firm confirmation that someone is coming to fix my sink.Desired Settlement: I want my sink fixed for only the $50 deductible as promised by the contract that I assumed.

Business

Response:

HSA confirmed that the homeowner had an appointment with MCE on 10/26/15 between 3-7pm and the homeowner was satisfied with this.

Review: Purchased a HSA home warranty when we bought our home through a real estate agency. Our A/C unit quit working. We have a 6 year old son and are 6 months pregnant, dealing with 90+ degree weather. We filed a claim on a Saturday. It is currently Tuesday and we're being told they can't find a company to fix the unit, so find our own people to do it and we will be reimbursed. Well, nobody here will work with HSA because they don't pay the bill. We're left either paying completely out of pocket and waiting for a possible reimbursement, or saying forget the warranty and paying it out of pocket. Since the companies here will not work with HSA, obviously I'm concerned we will not be reimbursed either. We paid nearly $500 and it's a worthless policy. For that amount, we could have fixed it ourselves out of pocket. We will be disputing the charged with our credit card company if this issue is not resolved before we get the credit card statement.

Business

Response:

HSA records show that HSA approved the claim in full minus the deductible on 6/10/15, with authorization number [redacted]. This is set to paid the vendor directly. HSA would require an invoice to reimburse the vendor.

Review: I purchased a home in May 2015 that came with a one year home warranty provided by Home Security of America, Inc. Our coverage policy was upgraded to what they refer to as the 7 star upgrade and is valid for one year. The company provided literature of what is covered under what is warranty and what is not. The company put in writing that a service provider will come to the home, assess the problem and collect a $75.00 diagnostic fee. The company claims they will fix the issue or replace the broken items with a new like model. While under the home about a month ago, I contacted a local HVAC company to check the freon levels, inspect the heat pumps and clean both of my HVAC units in the home. HSA was not contacted for this because I was performing preventive maintenance which is not covered. While the technician was under the home checking both heat pumps, he observed a crack in the heat exchanger in one of the heat pumps. The technician informed me it had to be fixed because it is a cause of carbon monoxide entering the home. The tech also stated the heat exchanger is no longer made and I will need to replace the unit. HSA sent out one of their local companies to verify the problem. They verified the problem and a month and a half has passed with no answer. I have called multiple times and have not gotten any answers from HSA. When I called them today they could not find the problem in the computer. The local HVAC Company stated they are waiting for HSA. I have put in MULTIPLE calls to speak to a supervisor and no one will call be back. Hold times are in excess of an hour. This process started on Sept 15, 2015 and I have not and cannot get any assistance from HSA. A representative also informed me that the repair cost was "astronomical" and they could not do anything for me. I have called a specific company manager over 10 times and have not gotten a call back with any answers. This company is a complete scam and are doing everything they can to avoid the repair.Desired Settlement: The companys policy is to fix or replace the unit with a similar model. That is all I want done. This is a home warranty company that is avoiding fixing the unit. It is slowly getting cold at night and I have an infant in the home. I am unable to run the heat if needed due to the risk of Carbon Monoxide Poisoning which can lead to death. All I want is a new heating unit since the old unit cannot be repaired. This has been reported and verified by a HSA HVAC company.

Business

Response:

A supervisor has contacted the homeowner this morning at 11:06 am central time and advised that HSA overturned the denial of the furnace replacement. The homeowner is also aware of potential coverage and non-covered charges per the terms and conditions of the contract. The vendor has appointment set up for Monday, October 5th.

Consumer

Response: