Home Security of America, Inc.

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: 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:

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: I have a home warranty with HSA they have done work for me in the past but it seems now that they refuse to answer their calls and they leave you on hold for longer than 45-60 minutes at any given time.Desired Settlement: Since they refuse to make themselves available I would like to recuperate the last 2 years worth of prmiums Ive paid this company which should total roughly $1152.00

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. I have resolved my issues with HSA and I am satisfied with the outcome

Review: I am writing to you today to express my dissatisfaction with HSA Home Warranty's service. I am simply trying to get an approval on my claim for a pool heater fix. I submitted this claim back in May 2015 and have been trying, unsucessfully, to get HSA Home Warranty in touch with my technician all summer. Between my technician and I, we have tried to call them multiple times and every single time, we have sat on the phone for over 30 minutes.

The company has attempted to call him (multiple times) but they get his voicemail because he is working. My technician will not return their call because the last couple of times he tried, he sat on the phone for over 30 minutes. He is not willing to do that again, nor would I expect him to do that without being paid for his time.

When I called in around Sept 1, 2015 (also waiting close to 40 minutes) and explained the situation and pleaded for another way for HSA to approve my request, the representative said I could submit a written estimate through email ([email protected]) and they would call me letting me know if it was approved or not. I submitted this on Sept 8, 2015 and I still have not been contacted.

So, being patient, I decided to call again on Sept 14. I waited an hour and seventeen minutes...1 HOUR AND 17 MINUTES before anyone even picked up. This time one of their representatives told me that unless they talk with the technician they can not approve the request. So, now, am I not only wasting my time waiting on the phone for them to pick up, but they had me take time out of my day to pick up the estimate which now they are saying is not good enough.

At this point, I asked to talk to a supervisor, waited 20 more minutes, only to be sent to her voicemail. I left a message asking her to call me directly. I HAVE NOT RECEIVED A CALL BACK FROM HER. But, I have received a message from a random representative that said they've tried calling my technician 7 times and they will no longer reach out to him. They are completely disregarding and ignoring that the issue is getting them in touch with the technician.

Since then, I made a Facebook post. They "forwarded" my concern to their service department. I didn't hear back, I followed up again. They "forwarded again" and as of September 28th, I have not been contacted to resolve this issue.

I am paying for this service every month. They are receiving payment. I expect to be treated with respect and assisted in a reasonable manner and I expect that my claims are handled in a reasonable manner as well. I would like for a representative to either a) schedule a time through email with me that my technician can call WITHOUT wait or b) approve the written estimate through their claims email address.Desired Settlement: I would like for a representative to either a) schedule a time through email with me that my technician can call WITHOUT wait or b) approve the written estimate through their claims email address.

Business

Response:

An associate has contacted the vendor and the homeowner will her direct extension and email address for both parties. This occurred on 9/29/15 at 11:07 am. HSA cannot proceed with the claim until they receive that information from the vendor.

Business

Response:

HSA approved the claim for $1000 per the terms and conditions of the contract and the homeowner has been advised of this. Since the pool may already be closed for the season, the claim approval will stay in effect until the repair has been made. If the repairs are completed next spring, the homeowner should submit a paid invoice to HSA for reimbursement.

Consumer

Response:

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,

This is my second time dealing with HSA and both times have been a hassle. This time is much worse then the last. I'm going on over 3 hours on hold on the phone, over a weeks period. I filed a claim on 8/29/15 on my AC/Heat Pump unit. A technician came out to look at the unit the next day. He found an issue that would need to be fixed in order for the unit to run properly. The next morning a claim was filed with HSA by the heating and air company. I have spoke with the owner of the heating and air company about this claim. He made certain the claim was sent and resent it to be 100% sure. Here it is 9/4/15 and they still have not processed my claim, called, updated my account on their site to show the claim was approved or denied, etc. The heating and air company is only given the same phone number as everyone else to check on a claim. I have been without air in 80-90 degree, humid weather sense the day I filed the claim.
This is a terrible business. It seems to me that the HSA Home Warranty is a total rip-off. Needless to say, I will pay for the repairs myself, just like HSA wants me too, so they don't have to pay for them. Then, if I try to get HSA to reimburse me for the repairs, they will deny the reimbursement because I haven't used an "approved" company.

Review: HSA Warranty was provided along with our VA Mortgage. The air conditioner was faulty on the new house and needs the motor replaced. Every time my wife calls HSA, she is immediately placed on hold for over two hours. This is obviously by company policy because it does not matter what time of day or day of week. To date, my wife has spent over 12 hours on hold trying to resolve one issue. They did finally approve a replacement motor after two weeks. However, when discussing the matter with my wife they said they were sending a heater motor. My wife corrected them and said we needed an air conditioning motor. They employee responded "Whatever, they're the same thing." Sure enough, when the vendor attempted to fix it, they had sent the wrong part. My wife called again (two hours on hold) and they acknowledged their mistake and said they would order a new one. After a week, the vendor had not received the part. Rather than call HSA again, my wife called the manufacturer of the part to see if the order had been placed. They had no record of the part being ordered and no communication with HSA regarding the issue whatsoever. This is in Northern Virginia in June/July. We were forced to buy window units to cool the home, but we could not afford enough of them to cool the entire house. For over a month now, we have been consolidated in two bedrooms and suffering all day long. I have three young children 2,4, and 6. My wife is currently on hold with HSA again, in tears. We feel like terrible parents because our children cannot stay in our new house. HSA has made buying a home an absolute nightmare.Desired Settlement: In the short term, I would like for HSA to finish the job that they agreed to finish. In the long term, I want HSA to be banned from Veteran Affairs associated mortgages. Veterans should not be forced to work with companies with horrific reviews that are proven scams.

Business

Response:

HSA apologizes for the inconvenience the homeowner has experienced with this claim. The equipment has been ordered and delivered to vendor on 7/6/15 for installation.

Review: I have a home warranty through HSA that covers furnace and AC repairs and replacements. I had four issues with my home's furnace and AC system reported at the beginning of September. I have only been reimbursed for two of the for items that were supposedly covered. One of the items, the furnace heat exchanger, HSA now claims isn't covered because the manufacturer allegedly carries a 20 year parts and labor warranty. Armstrong, the manufacturer, denies this claim. The Armstrong Furnace was installed in 1997. The Model # is [redacted]; the Serial # is [redacted].

Regardless, Why didn't HSA tell me that they would deny coverage when I called them with the information before the repairs back in September? They authorized my preferred contractor to make the repairs. Evidently it is because it takes 12 plus weeks to wiggle out of a contractual obligation. I would like a fair settlement on all four issues.Desired Settlement: A fair reimbursement for all four issues.

Business

Response:

The customer filed a claim indicating a failure with their furnace. Upon receiving the diagnosis from the service provider, they indicated that the heat exchanger in the furnace had failed along with other component parts. Per HSA contract if a part that is failing is still under a manufacturers warranty, that part supercedes HSA coverage's. The heat exchanger is still under manufacturer's warranty until 2017. HSA would not reimburse for the cost of the heat exchanger. The service provider should have obtained the part through the warranty for no charge. HSA would have covered for standard labor for the replacement of the heat exchanger but would not need to pay for the parts as they would be free from the manufacturer. Thank you

Consumer

Response:

I have called HSA for the past week to talk to a customer service agent about duplicate charges, and have had to wait on hold for about 1 hour every time before the call is dropped. To add insult to injury, the accounting department didn't processed my check for payment until a month after it was received, causing a laps in coverage. I would never recommend using this company.

Review: I first filed my claim through my HSA Home Warranty on the 27th or 28th of October regarding my broken refrigerator. On the 30th the the technician (from [redacted], dispatched thru HSA) arrived at my house and informed me that the control board or something similar to the control board had broken and it would take a week to get the part. A week passed and I heard not a thing from HSA or [redacted]. I called Monday (10th) and Wednesday (12th) of that second week and waited on hold for too long both times and never actually got through. Finally on Thursday the 13th I was able to actually speak to a human being about the situation. I was informed that no one had actually ever ordered that part and I had been waiting for 2 full weeks to have not a thing accomplished. They expressed a mild amount of sorrow and promised to overnight the part. At this point my daughter and I had been eating every meal out for 2 weeks straight with the exception of a few dried snacks and chips. I expressed my dissatisfaction with the mishandling of my claim and was told that they would wave my $75 deductible but nothing else. I told the supervisor that it would not be enough and would like my money( $500 ) or so for the year at least partially refunded. He acted as if what happened was not a big deal and I should be happy with his offer. I asked for his supervisor and he forwarded me to the VP of Operation voice mail. I left the man a short message with my info and have yet to receive a return call. Flash forward to yesterday...I have waited and entire 3rd week at this point and have once again heard nothing. I called back and waited the 30 minutes that seems about standard if you want to speak to a human with HSA...they still had not ordered the part (something about an incorrect part number) and also tried blaming [redacted] for their mistake(s). It made me sick...because [redacted] has been nothing but professional and courteous from the get go. HSA has continuously mishandled this claim and I was laughed at once again by the supervisor when I asked for a refund. I could have bought a very nice fridge on my own at this juncture between the hundreds on restaurant food and the hundreds on the warranty. The fridge part is in transit today and will supposedly be installed tomorrow around noon. I will believe that when I see it.Desired Settlement: I want a free (or at least heavily discounted) year of service thru HSA...maybe I would consider renewing for a 4th year if they did the right thing.

Business

Response:

The homeowner had a appointment scheduled to install the parts for 11/22/14, but due to weather conditions in the area, the appointment was rescheduled for 11/25/14. HSA will reimbursement the homeowner $100 as a service gesture for the inconvenience they have had during this time. The $100 check will be mailed out tomorrow.

Business

Response:

HSA will reimburse homeowner an additional $100 on this claim and the check will be mailed out on Monday, 12/1/14.

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: I am a [redacted] transponder holder with [redacted], and have been for the past 10+ years. There was some sort of error with my account where there was a debit with my account that was cleared up back in September 2014. My account has beencontinues to be in good standing with [redacted]. I have spoken and documented the process, yet this agency continues to hound me and does not take me off their collection list. It's baffling. [redacted] has a record of all of this, yet this company still calls my house collecting a debit that does not exist.Desired Settlement: update their records!

they need to contact [redacted] directly, reconcile their own books and records with the records [redacted] has on file, and quit calling me to collect on bogus debts.

Business

Response:

This customer does not appear to be a customer with HSA Home Warranty. I believe this was intended for a different company.

Review: We have a home warranty with HSA. We filed a request for service to look at a breaker in our circuit breaker panel that would not reset. They dispatched an electrical company to look at the bad breaker. The electrician discovered that we had a bad breaker. They said we had to replace the entire panel because replacement breakers were no longer made. They spoke to the warranty company who approved the replacement panel we just had to pay a $75.00 deductible and apparently pay for permits which were not covered under the warranty which we had that was the case. We agreed and they scheduled a follow up visit for the following week to replace the panel. The following week when the contractor was scheduled to come out no one showed up, so I called and was told that they screwed up and forgot to schedule it and that they could not get anyone out until the following week so we waited. The breaker that was bad was to our dryer so we have not been able to dry our clothes in almost two weeks. When the electrician finally did arrive the following week they shut the power off to our house and proceed to replace the breaker panel. In the middle of the work they discover that our meter box was mounted to the back of the breaker panel which is apparently a newer code issue. They said they would have relocate our existing meter box outside and that it would cost $800.00 to do so. They contacted the warranty company who denied the claim. So it left us with no power to our home and we have no extra money right now to pay the additional $800.00. I spoke to the electrician who said he may be able to come up with a cheaper solution and they are still currently at my home working on the panel as we speak so we can hopefully get our power back on this evening. During the time our panel has been down everything in our refrigerator and freezers has spoiled so we now have no food for the week. It also left my wife and newborn in the dark with no AC all day long while they worked on the panel. I am currently waiting to hear back from the electrician on what he can do for us. I feel like we are being held for ransom at this point.Desired Settlement: I would like for HSA to cover whatever extra costs we are going to be billed to relocate the existing meter since we were forced to use there contractor and could not get any other quotes on that work since it is apparently a code issue and they are legally bound to bring it up to code before they can leave according to the electrician. I also would like reimbursement of $300.00 for all of the spoiled food in my fridge and freezer.

Business

Response:

The homeowner was contacted on 6/16/15 and a supervisor clarified the coverages and the claim was approved to paid to the vendor in the amount of $810. There were non-covered charges in the amount of $175 that the homeowner did approve.

Business

Response:

HSA apologizes for the loss of food, however the contract clearly states that secondary damage is not covered under the warranty. HSA approved the claim in full minus the permit fee that was not covered under the warranty. HSA considered this matter closed.

Consumer

Response:

HSA is a complete joke and I will be going out of my way to make sure everyone I know avoids them like the plague!

Review: Per HSA warranty cover letter "warranty provides a guarantee that if covered appliances or mechanical systems fail due to normal wear and tear...those items will be repaired." My refrigerator Compressor started acting up recently and is getting progressively worse and louder. HSA declined repair stating it did not "fail." I counter with, if a compressor is not working as intended per manufacturing specifications then that’s a failure. Something is obviously off balance or not aligned within the unit. Plus, the unit is only 2 years old. Would HSA rather fix now or fix when it completely stops and they also have to compensate for spoiled food/freezer items? A satisfied customer is a returning customer. If I know HSA is looking out for me and staying true to their commitment, the more apt I am to keep them as an insurer in the long run.Desired Settlement: replace compressor

Business

Response:

The HSA contract covers for mechanical failures due to normal wear and tear. The technician stated the compressor was not failing at the time of the service call and the claim was denied due to no failure was found. The homeowner can have a service provider out for a second opinion and have the vendor contact HSA with his findings, so HSA can review the claim. The second opinion would be at the homeowner's expense, as HSA is not requesting one.

Consumer

Response:

Refrigerator went out Monday night. Called to report it on Tuesday and here it is Saturday 11/22 and still no working refrigerator. Service calls keep getting canceled. I've called service times on hold for a half hour and no one answers.

HSA home warranty company acted unethically when I called to renew my home warranty. First, they did not notify me by email or mail that my home warranty had expired (I was told they had switched computer systems so that was why I wasn't notified that it was renewal time). When I realized it had lapsed, I called to renew it and was given a quote that was about $100 more than I paid last year. I asked if I could call back in a few minutes after I checked with another leading company. The other company was a little less expensive but I decided to stay with HSA because they were my current provider and had done a nice job repairing a broken garbage disposal my first year. When I called back, however, a new sales person quoted me a higher price than what I had received FIVE MINUTES EARLIER. I asked her to please check her records and listen to the recording of my call with the previous salesperson FIVE MINUTES EARLIER. She put me on hold a few times but refused to honor the initial quote. I hung up and went with the other provider, [redacted], which offered the same terms at a slightly lower rate. I found HSA's actions to be unethical. Home warranty companies that have practiced unethical and fraudulent activities have been on the losing end of lawsuits in the past. Though HSA's prices are high, their ethics clearly are not.

Review: My wife and I purchased a home warranty with HSA at the recommendation of our real estate agent and because the house was an older home and the heat & air unit was obviously older. This Spring, the unit did not cool. HSA sent a local repair company who recommended the unit be replaced. HSA insisted the unit be filled with freon. Within a few weeks, the unit was empty of freon. HSA sent a different service provider who located a substantial hole in a freon line and a leaking port valve, plus located a crack in the heat exchanger. This being a gas heat unit, such a crack is dangerous to occupants of our home. The service provider sent a report to HSA; no reply from them or action taken. Since then, I have called, placed on hold for 1 to 2 hours each time, spoken with multiple agents of HSA, listened to multiple excuses that were not truthful and our unit is still not repaired. Because the unit is old, the service providers both recommended the entire unit be replaced because it has problems with both heat and cooling. HSA has ignored those recommendations. It has been more than 3 months since I first reported this unit being down to HSA. I have located multiple complaints on the Internet and a few class action law suits against HSA. It appears we have wasted our money to "invest" in this additional protection warranty with HSA. Any help we can get from the Revdex.com will be appreciated.Desired Settlement: HSA has proven to be an unreliable home insurance agency. We have invested our money and not received proper service/repairs/replacement. We were forced to purchase a small window air conditioner that struggles to keep our house cool in this hot, humid Summertime. This 110 volt window unit costs more to operate than a 240 volt unit in order to cool our home, so we are paying extra in order to keep our house cool. HSA should immediately order the repair or replacement of this damaged unit or face consequences that include full restoration of our investment, plus damages for the inconveniences we have suffered. Help from the Revdex.com will be appreciated.

Business

Response:

HSA confirmed with the vendor and the heat exchanger is being replaced under the manufacturer's warranty. The vendor just received the part and will be contacting the homeowner to schedule in the repair.

Business

Response:

The heat exchanger is being replaced under the manufacturer's warranty and the parts were received by the vendor. The vendor was to schedule the repair with the homeowner.

Consumer

Response:

Our experience with HSA, to this point, has been awful. First, I would like to acknowledge the few positives of our experience with them: (a) when you can actually get someone on the phone, they're usually professional and courteous (if sometimes clueless about what's going on with the claim). (b) Again, when you can actually get them on the phone, they're quick to provide you with a list of vendors to contact.
Now for what's made working with them a nightmare:
(1) without exception, every vendor we've worked with (or even contacted) has refused to call HSA from the site of the fix to discuss the problem. This is a policy that HSA has, before they'll approve a fix - but on average, you spend over an hour on hold when you call HSA (that's from having tried to call them well over a dozen times). Vendors aren't willing to spend over an hour waiting on hold, to tell HSA that a broken, red-tagged furnace, needs to be replaced in Minnesota, in January, when the windchill is -20'F.
(2) reluctance to approve fixes quickly - they just feel like they're trying to cut cost at the expense of their clients whenever faced with a situation where they're expected to make good on their promises.
(3) Gross lack of available customer service - forget about the mediocrity of the service when you can actually access it. I'd have an easier time getting the President of the United States on the phone.
(4) I sincerely believe that HSA has systems and processes in place, which make reaching them to file or follow-up on a verbally approved claim unbearably frustrating, with the hope that it'll minimize the number of claims they have to pay on. I honestly, sincerely, without doubt believe that their business model goes something like this: "Dangle a product that seems like a great value to customers; make it next to impossible for customers to actually contact us to realize the benefits of the product when they need it, minimizing the amount of service we have to provide to clients and losses on our end."
It actually FEELS this way when dealing with them, as if they're intentionally giving you the run around in a systematic way so that you'll just give up and incur the costs that they're supposed to be responsible for. It's despicable, because they're supposed to be helping us protect our first home and they KNOW that most important home fixes are time sensitive...so the longer they keep us on hold, the more likely it is that we'll have to bite-the-bullet and, in doing so, save them money.

Review: I have a warranty for my appliances. I reported a failure of my dishwasher on 6-25. It took almost 2 weeks to get a service visit. The dishwasher was reported to HSA as unrepairble because necessary parts no longer exist. I finally got my claim approved, but HSA has refused to offer me a dishwasher with comparable features. They first offered a model l explained was not comparable. They then offered me a higher priced model still not comparable. It took a lot of time to convince them the second offer also was not comparable, and they finally offered another higher priced model. I said I would compare it's features and call them back. I have done so repeatedly, but no one returns my calls. While waiting for a return call, I discovered another feature that was missed. I called to report that and was told I would get a call August 3. That didn't happen. The warranty says replacement will be done within 48 hours of approval under normal circumstances. It's been 148 hours that no one has even returned my calls, much less replaced my dishwasher. I haven't been provided with a dishwasher with comparable features and the response has essentially been " take it or leave it." There's much more, but you get the idea. I can't even get transferred to the office staff or someone who can resolve the problem. My warranty expires August 28.

Even the local service contractor has had repeated bad experiences with HSA, so I'm not alone.

Please help.

Thank you.Desired Settlement: Install a dishwasher with features comparable to my broken one. Call me back, and comply with the warranty HSA drafted. Stop treating consumers unfairly and misrepresenting what HSA will do.

Business

Response:

At this point, HSA has offered the homeowner a unit that has comparable features that is not an upgrade to his current unit. The can choose the unit offered or take the cash out amount of $553.45, which includes unit, delivery and installation. The homeowner would need to let HSA know which option they would like to go with.

Review: My wife and I purchased a home on June 12, 2015 that included an HSA warranty that was to assist us if the very old air conditioning unit failed in the first year of our homeownership. We immediately noticed the unit was inefficient and after several days of 90+ degree weather the AC unit began to fail. We filed a claim online on Saturday, July 18, 2015. The email message we received stated we would be contacted within 24 hours. We did not receive a call until Tuesday, July 21, 2015 and the repair company could not come to visit until 6pm on Friday, July 24, 2015. By this time the AC unit had blown its fuses, which we replaced, and the fuses were beginning to overheat again. The repair company stated the compressor was beyond repair and required replacement but they couldn't do the work without contacting HSA to see what was covered.

My wife called the repair company on Monday, July 27, 2015 to get a status on the repair and was on told HSA was very difficult to get a hold of and the repair company could not schedule the replacement without their authorization. My wife proceeded to call HSA to see if she could expedite the matter and was on hold for 1 hour and 36 minutes prior to speaking with a HSA representative. During the call the representative stated she would contact the repair company for status as soon as the call ended and would call her back.

My wife did not receive a call until Wednesday, July 29, 2015. During the call the representative (a different person than on Monday) stated that we would be responsible for $1065 of the charges to repair the AC while HSA would cover approximately $830. They encouraged her to ask question but the line was disconnected prior to her questions and she was not able to give authorization to proceed. No one called her back and the phone number they called on was not a direct line so she was not able to reach that person. She attempted to call back but was put on hold for 30 minutes prior to giving up.Desired Settlement: The desired outcome is multi-fold. I would like to see their Revdex.com endorsement revoked since their service is so poor. I would also like our air conditioning to be repaired this week since we are in the midst of another heat wave and we have no air conditioning. I would also like to see more transparency in the pricing. Had we not been waiting for 2 weeks for this service I would consider finding another AC repair provider and just pay out of pocket. Finally, I would like it to be illegal to keep a consumer on hold for over 1 1/2 hours.

Business

Response:

On July 30, the homeowner chose to take the cash out option for reimbursement up to $767.53. HSA needs a paid invoice from the homeowner to process the reimbursement. This can be faxed to ###-###-#### or emailed to [redacted]

Review: The HVAC vendors selected by HSA to repair our air conditioner are unresponsive, incompetent and disreputable. We initially contacted HSA per the terms of our warranty contract July 17, 2015 to notify it that our air conditioner was not functioning properly. As of August 23 the problem remains unresolved and is in fact worse (the AC now doesn't work at all) after 3 visits from 2 HSA vendors. After paying our deductible, the first vendor required that we also pay it over $300 for repairs not covered. The vendor could not satisfactorily explain the repairs but refused to start the work until we agreed to pay. This is essentially blackmail since at the time it was the only vendor approved by HSA to do the work. After the first vendor's work failed to fix the problem, HSA sent a second vendor that said the first vendor's work needs to be redone. The second vendor recharged the system with refrigerant and says the new compressor installed by the first vendor is bad and that the coil (replaced just 2 years ago) is also bad, probably because the first vendor used improper refrigerant. The second vendor filed a claim for approval with HSA for this work but HSA denied it on the grounds that the part was a non-covered component (how could this be since it was the part originally replaced under warranty?). The HSA Claims Specialist we spoke to today said the claim was denied by a Service Support Specialist for unspecified reasons and that they would forward to their supervisor for further review this coming Monday. We await HSA's reply but are not hopeful after 2 months of frustration.Desired Settlement: Completion of the repair so that our air conditioner works and refund of the first vendors charges for unspecified work that we agreed to pay only under duress.

Business

Response:

The homeowner cancelled the contract on 8/10/15 and was refunded the $49 payment on 8/11/15. There would normally be a potential recall for a claim up to 30 days for labor and 90 days for parts. However, since the homeowner cancelled the contract, there is no coverage.

Business

Response:

HSA apologizes for the miscommunication and has set up a potential recall for this a/c claim. The homeowner has been contacted and advised of this.

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,