Home Security of America, Inc.

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: 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.

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: 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: 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:

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!

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.

First of all, do not use this company if at all possible. We had a fridge broken for over a month and they have closed the claim after the last service visit without knowing if the problem has been fixed or not. We have a 17 year old fridge and they opted to replace the compressor (which never happened) where every technician who looked at it said there is no reason that they should not just replace the fridge itself. We were told by this company that a replacement was ordered when it actually had not authorized the order until a week and a half later.
This company WILL NOT answer your call if you select the option of having an existing claim open. You will sit on hold for about an hour, then it will automatically disconnect. Don't try calling in the afternoon as the likelihood of talking to someone who can assist with what you need is negligible. If you need to connect with them after your claim is opened, anticipate needing a half day to sit on the phone with them. Don't anticipate a call back from them if they tell you they will do so. As far as I can tell, this is a one man show out to get your money without any guarantee of anything at any time.
Dealing with this company is not an experience that you want to have to endure.

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: 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:

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 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:

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 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: Fraudulent Sales - Buyer Benefits states...

PEACE OF MIND - "Any move is going to take its share of new expenses. Take comfort in the fact that repairs of a covered system or appliance won't be part of that."

Upon inspection of a House I put in a proposal on, the upstairs HVAC system was not working. The previous owner had HSA Home Warranty and was directed to have it repaired. HSA sent out a subcontractor who did partial repairs. With the sale of the House, HSA was selected as the New Home Warranty. Upon moving in, the Upstairs AC was NOT working. HSA charged me to have the same contractor come out to find out what is wrong with the system. HSA says they will not fix the system unless I pay for non-covered items. They say that the copper connection to the Compressor needs to be modified and that is not covered. On my "New" policy, I selected their "7-Star" upgrade. This includes a $300 allowance towards HVAC system Modifications. I still do not have working Air. They have given me a phone number to call. ###-###-####. I have been calling this number numerous times a day for hours on hold. NO One has ever answered.Desired Settlement: Repair and Reimbursement.

Business

Response:

HSA has approved this claim and ordered the compressor on 8/14/15. HSA notified the vendor and they will contact the homeowner to schedule the replacement.

Consumer

Response:

Review: In August 2015 my air conditioning unit stopped working. I contacted HSA warranty about it and they said they only had 1 available business in my area but it would be 2 days before they could even contact them b/c it was a Saturday and they don't work on weekends. During that time it was 100 degrees where I live and I could not stay in my house under those conditions. John B. was recommended and I had him come out the next day. He said the compressor was gone out and it was obvious that the unit had caught on fire b/c all wires on the inside were burned. I had the unit replaced by the HVAC Company 4 days later and I then submitted the invoice to HSA. I called them several times and each time they said they were unable to contact the HVAC technician to verify that he performed the service. Today, 9-26-15, I called again to get an update and was told the same thing. I asked if I could call John on a conference call but I got his voicemail. When I went back to the HSA representative he told me that since they had tried to call the technician previously and b/c I had just tried to call him again and he didn't answer that they were going to deny my claim! I asked him how can he deny it before he speaks with the technician and he said "you wanted the claim resolved today so I'm resolving it - it's denied"! I explained to him that John probably tried to return their calls but it is very hard to get through because the hold time is so long - I was on hold for 28 minutes before someone answered today. He said "I'm not going to argue with you I already told you the claim is denied"! I told him I wanted to cancel the coverage b/c of how I was being treated and he said I can't cancel b/c I have already been paid for a claim earlier this year. I asked to speak with a supervisor and he said "I will put your information in a queue for a supervisor to call you back" and then he disconnected the call. I have been paying this warranty company a monthly premium for years and they should not be able to get away with treating people like this. I had to pay over $5,000 for something that should have been covered by this warranty plan! Any assistance you can provide will be greatly appreciated.Desired Settlement: I would like HSA to speak with the technician that replaced by heating & air unit so that I can be reimbursed properly.

Business

Response:

The claim was denied due to the failure being from an electrical surge. HSA received the vendor's invoice that shows the failure occurred after an electrical storm. Per the HSA contract on page 7, under Limitations of Liability: 2. Abuse, misuse, fire, lightning, freezing, ice, storms, smoke, water damage, acts of God, accident, earthquake, soil movement, mud, chemical or sediment build-up, fungus, rot, mold, power failure, power shortage or power outage, insect or rodent damage, pet damage, insurable peril. The claim denial stands and the contract is non-cancellable in the state of [redacted]. The homeowner can choose not to renew at renewal time.

Consumer

Response:

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:

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: 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: 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,