Home Security of America, Inc.

Review: Tuesday, 1 March our furnace went out. While on hold with the warranty company, we got a local and reputable heating and cooling company to come out and look at the problem. We were on hold for over an hour before speaking to anyone. The rep from Tiger heating and cooling was familiar with the warranty company, telling us they were an approved vendor. We later learned this wasn't so, but in the moment, 8:00 p.m., no heat, no answer at the warranty company, we let Tiger look at the furnace. They did no work. Eventually, the warranty company answered, and we put the rep on the line with the technician in our home. The two agreed that Tiger would come back the next day and make a detailed estimate for the warranty company.

This never happened as Tiger could not reach the warranty company, was kept on hold. Later that day, we had Tiger back out, still believing they were an approved vendor, and again, we got a rep from the warranty company online with the techs who gave a detailed estimate. The warranty company said they would dispatch one of their vendors, but that it would be two or three days for an estimate and approval for the work.

Temperatures outside were in the 20's, and there was a gas leak making it unsafe to stay in the house. Waiting was not an option. Gas was shut off, and - with the warranty company fully aware, we approved work to begin the next morning. We had to stay in a hotel.

Tiger complete the work and provided a detailed invoice totaling just under $4,000. The warranty company has agreed to pay only $590 dollars of that bill, claiming that is what their technician would have charged. This claim is demonstrably untrue and impossible to support given that their technician was never at the house and never diagnosed a problem.

Waiting for an approved vendor was not an option. Any call to this company results in at least a 40 minute hold, often more than an hour. And, despite our diligent payments and no violation of the contract, this company has agreed to pay a tiny fraction of the cost.Desired Settlement: We would like to be reimbursed for the costs of the repair, at least to match what we have paid for this coverage.

Business

Response:

After further review of the heating claim, HSA did have an affiliated vendor that was available for services. The customer chose to use a vendor outside the network and HSA does reserve the right to make pricing adjustments for what we would have paid our preferred provider on an approved claim for standard labor and parts only. The contract does not cover installation modifications or disposal fees. The customers pricing difference is between retail rates VS. HSA signed contracted labor rates with affiliated vendors and HSA purcfhasing and supplying the equipment.

Consumer

Response:

Review: Our water heater broke and flooded our basement. as the water continues to leak no one will answer the phone number we have to call to get emergency help. holding over 1 hour. there is no other way to request emergency help.Desired Settlement: we want our water heater exchanged as they said would be done under our warranty. none of the approved vendors are free to come despite knowing water is flooding our basement

Business

Response:

The water heater claim is approved and is waiting for the paid invoice from the homeowner for reimbursement.

Review: Filed a service call for a defective soap dispenser on our dishwasher on 12/29/2014. Had initial service call without resolve of the problem. Proceeded to have service calls on 2/24, 3/18, 4/14 still without resolve of problem. Each time we called, we were told that a service technician would have to come out again. Called again on 5/14 and attempted to speak to a supervisor multiple times over last 3 months. We were repeatedly told that yet another service call would need to be made to get "another set of eyes" on the problem. On yet another call, was referred to Sherry R[redacted] (supervisor). Left message on voicemail that was never returned. Called again and left a message for a supervisor to return our call. Have left 3 messages over last 3 days (July) at the number given to us for s supervisor. No response or call back from HSA. 8 months now for a broken soap dish and dishwasher that won't clean our dishes. Disgraceful.Desired Settlement: With 4 service calls that have resulted in nothing, replace the dishwasher. It has been 8 months of wasted time, phone calls and frustration. Very poor customer service that continues to delay until our warranty expires. Deplorable company.

Business

Response:

HSA is dispatching Complete Appliance (###-###-####) to come out to the home to diagnose the issue and HSA will waive the deductible for the homeowner as a service gesture. Once HSA has the diagnosis from the vendor, HSA will contact the homeowner with status.

Review: Just purchased our home in May 2015 it came with HSA warranty for 1 year (prepaid by Seller). Our hot water tank in leaking alot from the bottom. Filed complaint on Monday 7/8/15 after holding forever. Never heard back from them. Four days later I called Realtor and he gave me number of Regional Mgr Nicole Taylor - closer to our hometown. Called her - she stated she would try to find us a vendor. After I called her back she gave me a name of H+A Electrical/Pluming of Dubois PA . This guy said the would be over by Tues am 7/14/15 - he now will not return any of our calls. We have been without hotwater tank for 1 1/2 weeks . This is totally unacceptable.Desired Settlement: replace our tank since it is covered under warranty or let us replace it and pay us.

Business

Response:

This claim was approved on 7/16/15 and the reimbursement check has been mailed out to the homeowner on 7/17/15.

I can't believe there are 5 star reviews for this. Either they needed something exceedingly minor, or it's obvious astroturfing.
The sellers of my home purchased the home warranty as part of our closing. Even though it was free to me, it's still not even worth it. If there's one word to describe HSA, it's "shady".
As I'm typing this, the thermostat in my house says 91 degrees, and it's 12:39 in the morning. My AC has been out for nearly a month, and neither HSA nor their fly-by-night contractor (Tipton Heating and Cooling) seem to care.
As many have mentioned, the customer experience is remarkably bad. You'll get someone to answer your call right away, but they're generally useless and are there to simply redirect your call. After which, you'll be on hold for 30-120 minutes waiting for a "specialist" to handle you. Their job is to take down your info and keep you at bay for as long as possible. They'll assure you that things will be done soon, but it's just the beginning of your pain.
As an aside, if you happen to be on hold when their call centers close, expect to be on hold until they open again in the morning. There's no notice for their hours, and their call center will gladly keep you on hold until the next shift comes in 8 hours later.
I'll detail my experience so far, but I imagine that is similar to everyone else who's posted a review here. Roughly three weeks ago, I realize my heat pump doesn't turn on, and since it's covered by my brand new home warranty, I figured I'd call HSA. At first, creating the ticket was decent; it took a few minutes and I thought everything would be good. It took a couple of days, but their "preferred contractor" came out and took a look. He said that it would be a simple enough fix, and said he'd call me the next day and schedule a follow-up.
No contact for a week. When I called HSA and asked, they said they couldn't get a hold of him either, and when I asked when they would switch HVAC companies, they put me on hold for over an hour. This is when I discovered their call centers keep you on hold even if they're closed.
A few days later, they called my wife and had to "authorize charges" which weren't covered by my policy. I was kind of expecting this, and was pleased it only came out to ~$90 out of pocket to do the repairs.
Nothing again from anyone for a week.
I then called them back and after waiting for ~1.5 hours, finally got someone who was "just about to call me" and was excited that instead of merely fixing the heat pump, they were going to replace it!!! Well it turns out, that it was the same cost as fixing it, but the uncovered charges came out to be over $300, of which most were "mandatory optional charges" that I had to accept for work to be done at all. They told me that they were talking with the contractor (colluding), and determined that this would be "the most cost effective for them". This seems to include a new concrete pad which I don't need, but they're forcing me to pay for to subsidize their preferred contractor. After some arguing with them over the phone, the rep basically told me "lol, take it or leave it", and I was stuck with a fait accompli.
I called the HVAC guy 4 days ago, and he told me that my unit was ready for pickup and that he'd call me to schedule a day to come by. I haven't heard from anyone since then, and I can only assume they're looking for more things to charge me with before they can even start on work.
The thermostat says 89, so I guess I can go to bed right now. If there's a guy out there who can dispose of Freon, I'll be glad to pay you to recycle it for me while I look for someone else to do the job.

Review: Our claim was initiated on 6-21 and absolutely no communication with HSA has been initiated. I have attempted to contact them but have been placed on hold, transferred and placed on hold or told that they cannot authorize the claim.

It is a health issue having a toilet backed up for over two weeks with a pregnant wife who now cannot use this toilet.Desired Settlement: contact me immediately to schedule a time to affect repairs.

Business

Response:

Homeowner was advised that the toilet backing up was not covered due to misuse/abuse. There was an object lodged in the toilet and could not be snaked past the trap. Homeowner was going to take care of this himself and coordinate with vendor.

Consumer

Response:

Review: I moved into our home on May 8th, 2015. On May 11th 2015 I contacted HSA to set up a service claim on the tankless water heater that was in the home. The unit would not produce hot water at any tap within the home and only would produce hot water when showering. Showering was a hit or miss as you would have scalding hot water and then ice cold. They recommended a certified technician that was in the area and said that I would need to call them to schedule service. Upon reaching the reaching the service provider they arrived at the home on May 14th. ($75 deductible paid) The tech was upfront and honest stating he had no idea how to work on a tankless hot water heater and was not sure why HSA would recommend him. I called HSA back on the 15th stating the unit was not working and the tech was unable to repair the unit. At this time I informed HSA that the tech did not know how to repair the unit and that I would like a different tech to come look at the unit. HSA informed me they would look into another service provider and get back to me. Week 1 in the books.

On May 18th I contacted HSA to get an update. The representative said they had reached out to another provider but had not heard back from them. She gave me their number directly, but recommended that maybe I should do some research and find my own provider. I called HSA back on May 19th to inform them that the second provider they recommended to me was not answering the phone and that I would like to try my own service provider. At this point they explained to me that all expenses would be out of my own pocket and that they would review these expenses for reimbursement. Later in the evening of the 19th I was contacted by at tech asking if they could come inspect the unit on the 20th. The morning of the 20th I was contacted by the tech stating the time would be between 11:00 and 1pm. At 11:00am the tech showed up at the house, it was the same tech from the time before. ($75 trip charged paid). As I was preparing to leave the house a 2nd tech showed up. He was from a different vendor that HSA had contacted, but failed to contact me about. This tech was able to diagnosis the problems and recommended that we replace the unit. To fix the unit and the installation errors expenses would be upwards of $3,000.00.

I contacted HSA on the 21st to get an update and see if we could proceed with the replacement. At this time they informed me that I would be responsible for an additional $530 out of pocket expense as they would only approve $1500.00 for the replacement. I agreed to these charges. Week 2 in the books.

Entering week 3 we can no longer do laundry. Our front load washing machine goes into an error code every time hot water is requested. We do dishes in the sink after boiling water because the dishwasher will not work with just cold water. Our 11, 9, and 5 yr olds take baths only to prevent from be scalding in the shower. Refer back to the first paragraph as this in the only area of the house that receives hot water.

I contacted HSA on 05-27-15 to get an update on the status of the replacement. At this point I was informed that they need authorizations of the overages and would need to order the unit. I asked them about the conversation from the 21st and after quite some time they vaguely could find the information, but the unit would still have to be ordered. Week 4 of the HSA saga has been completed.

I contacted HSA on June 2nd to get yet another update. At this point I have realized you will be transferred 2 times before you are connected with a person. Minimum hold time 30 minutes!!!! The representative reviewed everything and then stated he did not know what was going on. He could not decide if HSA was going to provide the unit or the actual plumbing company doing the repair. I asked for a manager at this point, big mistake...35 minute hold for this person. After speaking with the manager he agreed to cover an additional $265.00 or half of my out of pocket expenses. I asked for this to be sent in email to me for confirmation but have yet to receive it. I did get an email from him with only his signature, he was an account specialist, not a manager. I have emailed this individual 3 times since the 2nd with no response. I am fully prepared to pay the out of pocket expenses if and when I receive the units. I have little faith that these adjustments were made. This manager promised to follow up with me on the following day with a date the water heater would be installed. No return phone call or email. I chose not to call HSA on the 4th holding some hope that they would come through and call me. No luck. Today I called them and continued on with my day for the next 30 minutes until I was connected. Once I was able to reach a manager (supposedly) she informed me that the unit had be ordered, approved, and that the plumber would contact me to schedule install. I asked her why this was not a responsibility of HSA and that everything is always the responsibility of the consumer. She stated she would call them and find out the schedule. She placed me on hold while she made this call. Little did she know I had already called the plumbing company and they were listening in on the other line. After 15 minutes she came back on the phone to inform me that she had bad news. She was able to reach the plumbing company but they were booked out for about 3 weeks. I thanked her for her time and disconnected the call. At this point I am scheduled for install next Wednesday with the plumber. Week 5 is now in the books!Desired Settlement: I would ultimately like a tankless water heater installed in my home to replace the one that was there. While I feel this will not be an option by HSA, I would like any out of pocket expenses to be covered.

Most importantly HSA needs to be made aware of their customer service and just how poor it is.

Business

Response:

The homeowner previously that he did not want the tankless water heater and a downgraded unit instead, which was a 50 gallon natural gas power vent lowboy. HSA has already ordered the unit on 6/4/15. If the homeowner wishes to go back to a tankless water heater, HSA would need to contact the vendor for a revised job quote. An associate will be contacting the homeowner to discuss.

Business

Response:

As stated previously, HSA has refunded the $265 to the homeowner and the check was mailed out on 6/15/16. Check #[redacted]. HSA considers this matter closed.

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 the business, but not the consumer. I would like to thank the Revdex.com for following up on this matter, but in the end a resolution will not be reached. HSA does not return phone calls or emails in any fashion to find a resolution.I will consider this matter closed also, as I have to possibly do business with this company for another 10 months. I can only hope I have nothing else break with in my home and will tell everyone I know in person and social media about my experience with HSA

Review: Misrepresentation of warranty, misrepresentation of coverage, (*I was paying $54 per month, which is supposed to be the 7star membership- apparently I was still only a basic member which caused me to be charged even more by a plumber.) misinformed about how is works when I signed up, mis-tracked my phone calls, was not helpful getting a plumber (showed no urgency), overcharged to change out a hot water heater, I had a private contractor quote me $750 by code (the supervisor had basically called me a liar and said the contractor wouldn't have done it by code), unprofessional staff- except one named [redacted]. They are only out to collect money and want you to do the rest of the work. Supervisors are no help at all, they are only there to keep you on hold for 45minutes at a time and to hang up on you!Desired Settlement: Full refund of the past two and half years of monthly $54 payments, plus the $635 in "overage fees" to change a hot water heater in our condo. Total $2,255

Business

Response:

The homeowner approved the non-covered charges of $635 in advance of the water heater replacement. On all claims, HSA requires the approval of non-covered charges by the homeowner to proceed with the repair/replacement. If the homeowner did not want the job done by the HSA vendor, then they should have denied the non-charges and taken the cash out option to get their own vendor out to do the replacement. The contract is non-cancellable in the state of New Jersey as there are no state provisions that override Section H in the HSA contract.

Business

Response:

The homeowner had the right to approve or deny the non-covered charges and the homeowner chose to approve the charges to move forward with the claim. HSA considers this matter closed.

Consumer

Response:

Review: I purchased a home in June, 2013 and was given a one year home warranty from the real estate company. The warranty is supposed to cover interior plumbing. I now have a drain pipe for my kitchen sink that is not properly working and is located in the middle of my kitchen. My home is built on a slab foundation and does not have a crawl space or basement. HSA is telling me that once the pipes touch dirt or gravel, the warranty will not cover this repair.

First they use a plumbing company, [redacted], from [redacted] who wanted the $100.00 deductible but didn't have anything with them the day they showed up to "diagnose" the problem that day and would have to return. After looking that company up on the Revdex.com, they have many complaints as well. My husband refused to pay them for no work and told them to leave. We then had to have another company come out and do some work to see what the problem was.

What is the purpose of selling home warranties on plumbing for houses on slabs if they won't cover the repairs? I have a quote of almost $3000.00 for a repair that will require my kitchen floor being cut open to even find the pipe that needs repaired, because the HSA company won't pay for a company to come out an camera the pipe to find the problem.

I would appreciate a company that would at least work with a home owner who needs help to get this problem fixed. But as it stands, they say that the warranty won't pay for anything if the pipes touch dirt or gravel.

WHY ARE THEY ALLOWED TO SELL WARRANTIES ON SLAB HOMES THAT ARE NOT EXPLAINED TO THE HOME OWNERS UNTIL AFTER A REPAIR IS NEEDED?Desired Settlement: I would appreciate a company that would at least work with a home owner who needs help to get this problem fixed. But as it stands, they say that the warranty won't pay for anything if the pipes touch dirt or gravel.

Business

Response:

The HSA contract covers mechanical failures due to normal wear and tear that are located within the interior of the main foundation of the home. In the contract, that was mailed to the homeowner on 6/15/13, it states on page 3, number B5: Interior” - the space within the external surface area which constitutes the perimeter of the residence’s exterior walls; under the roofing materials; above or encased in the basement floor or home’s slab, or above the ground surface in a crawl space. Since the failure is not encased in the concrete and has occurred under the slab in the dirt, the claim would not be covered under the warranty.

Consumer

Response:

I purchased a home with this warranty included. What a nightmare. On the phone for over a hour just to be pasted to another person with a longer hold time. Our AC was not working properly and we called and they had no vendors to send, so we had to contact our own, and they gave us a Special Vendor Hot line to call when they are there to let them know the cause of issue. Well, that was a joke. Technician said he would start charging by the hour for the hold time. I got ahold of them the next day and they took my info and said they would call the AC company on Monday, today is Thursday and they have not called. The girl told me they left a message at 11 this morning, the AC company told me no messages, they have 6 lines and their message machine is not even on. So yet, I am still on hold with them and I beyond upset.

Review: My husband and I purchased our new home on August 8, 2014 with a HSA Home warranty. The home warranty covers appliances as well as other items in the house. Our problem is the [redacted] that was in the home as part of the package. Within six weeks the large and small burners on the stove stopped working. We immediately contacted HSA Home Warranty.While waiting for a customer service representative to answer which took about 30 minutes the run around to assists us began.With at least a dozen calls, we discovered that they did not have a licensed Samsung technician in our area which is [redacted]. We were then told to do a google search or look up in the yellow pages to find a Samsung technician in our area. We were shocked! We did just that and found a licensed technician who was prompt in evaluating the problem. HSA Home Warranty also requested the technician contact to verify that they indeed were licensed to service this product, which they did so promptly. Evaluation of the problem was done in speedy manner and the results were the stove required computer elements to repair the problem. The total cost of repair with service is $700.27.We then attempted to fax the repair invoice to HSA Home Warrantyand we could not fax the paperwork. I contacted HSA Home Warranty and was informed that the fax was in a secure area and they did not have access to it. The customer service agent then asked for the number to the technician, which we gave and we asked for a prompt return phone call which we did not receive.With great frustration we called back to get no satisfaction until finally a manager came on the phone to inform us that we have to pay out of pocket expenses and then summit the bill to HSA Home Warranty. With great concern, knowing the company does not receive faxes we feel we will be out $700.27 minus the $75.00 service call with a total of $625.27, without being compensated.Desired Settlement: Refund payment upfront in the amount of $625.27 to cover the cost of repair or replacement of the Samsung Stove.

Business

Response:

HSA will mail out the reimbursement on 11/3/14. The homeowner needs to fax a copy of the receipt to ###-###-####.

Business

Response:

HSA has already mailed out the reimbursement check to the homeowner on 11/3/14 without receiving the paid receipt first. HSA is asking the homeowner to send in a copy of the receipt once the new unit is purchased.

Consumer

Response:

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

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

Regards,

Review: On or about April 24th I initially contacted HSA regarding having repair work done on my air conditioning unit that was uncovered by the company with whom I have a routine maintenance plan. Since the unit had not broken down, they would not authorize repair. On or about May 24th, the system did break down and I contacted HSA and asked that since I was under contract with another company to perform routine maintenance on this unit, if I could call them to repair the unit. I was told that I could be reimbursed for any payment I made to have the unit repaired. The unit was repaired and I contacted HSA inquiring about a refund. What has followed has been a fiasco. I have provided them with the required documentation and according to their own website, they make an effort to handle refunds promptly. The company that did the repair work has also provided them paperwork outlining the services that were performed. I have even gone as far as to send them a certified letter, dated July 8, 2014 requesting a follow up on the my claim. I have confirmation that the letter was delivered, and signed for, on July 10, 2014.

It has been 3 months since this process started and I am not wanting to speak with anyone, since they have had ample opportunity to address this issue. I am looking for my refund/reimbursement in the amount of $180.00.

Any assistance you could offer would be greatly appreciated.Desired Settlement: I want to reimbursed for the funds I paid out of pocket.

Business

Response:

As the customer used his own service provider, HSA would adjust pricing to what their vendor would have charges for the same repair. After the $75.00 deductible for this claim, the reimbursement check for $15.00 will be processed.

Business

Response:

The initial call where the claim was filed has been reviewed and the homeowner was advised if they use their choice of service provider, HSA would adjust the pricing to what the affiliated service provider would have charged for the same repair and the homeowner agreed to this. The affiliated vendor could do the repairs for $90.00. The deductible is $75.00, so the reimbursement would be $15.00.

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.

Review: On 12 May 14 I reported a claim for my AC unit to be fixed. HSA sent someone from Professional Heating/Cooling out to fix the problem. The repair man, [redacted] noticed that the problem was my heat sequencer needed replaced and my blower relay needed rewiring bc it was inproperly wired. However, it was improperly wired by the repair man, [redacted] from [redacted] that HSA had sent out to repair my unit on 24 Feb 14. The fact that the company they previously sent did an improper job was not known by me, was sent by HSA to be reapired and therefore not my fault. However HSA is denying my claim based on the improper job of the first crew they send out. A representative from HSA called me to tell me this, and said next time take a picture and then it would have gotten paid. When I said I would like to speak to a supervisor about this, she put me on hold and after over 30 Minutes of being on hold the call disconnected and it took over 2 hrs to get someone on the phone again. Finally got them to check claim again and they say it is denied bc the contractors wrote down different model numbers and that they had no record of prior service to my heat pump/AC unit. In other words I must have 2 or bought a new one since 5 mar 14 when the first contractor fixed it. I double checked and one contractor wrote in the heat pump model and one wrote in the outside units number. I then contacted HSA again and they called the contractor who then confirmed to them that yes it is one unit and not 2 separate units or heat pumps. You would think problem solved but no, he said claim status will have to be looked at yet again. I have been dealing with the run around all day. This is unacceptable when they have paperwork from both companies stating the same part was replaced fixed both times. What more do they need?Desired Settlement: Pay the claim to professional heating/cooling and appliance service

Business

Response:

HSA apologizes for the delay in the claim approval. The claim was approved on 5/13/14. The homeowner will be reimbursed the deductible that was paid (they were advised of reimbursement procedures) and the service company will be paid.

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. It is a shame that I had to argue and speak to 10 different people to get this resolved in the first place. Hopefully, this doesn't happen again.

Review: This company is a complete sham. We purchased a condo and asked for a home warranty and were given this worthless piece of paper.

I called HSA on Wednesday 5/13 to report the claim. Was told claim was assigned to [redacted] ###-###-#### and that they’d contact me that day. They never did so I waited much longer than I should have and called and left a message early Monday morning and they never called back. Tried again at 2:55 Monday 5/18 and nobody answered.

5/18: Called HSA 2:57 pm 5/18/15 to advise them that I’d not been contacted yet and to get another service person out. Spoke with Max (3:18 pm) who put me on hold to try to reach [redacted] – He was unable to so assigned a second service provider. [redacted] ###-###-####. He said they should call tomorrow morning which of course they did not.

5/19: Hadn’t gotten call. Called [redacted] back and left message at 1:45 pm

5/20: Hadn’t gotten call. Called [redacted] back and left message at 11:52 am

5/20: Called HSA to get another contact. 3:10 pm. Spoke with Fantasia who said they only have agreements with two service providers and don't have anyone else to do it. Have expedited service provider process or can use own vendor which will result in reduced payment. She checked with her supervisor to see if other options. Set up as high priority and said that HSA would be calling within 4 hours with a new service provider. Again, no call within the four hour window.

5/21: Called HSA at 9:30 am. Still have not been contacted by a new service provider. Was on hold with them and got a call from HSA at 9:41 am with a new service provider - Service Company USA Services – ###-###-####. Should hear from them within an hour. To my surprise (not), I still hadn't heard within the hour so called Service Company USA and spoke with [redacted] who said their first available time would be Tuesday in the afternoon.

So many things are wrong with this and I should report all the companies I've mentioned above but overall, my agreement is with HSA. They are not fulfilling the contract. I have been patient and accommodating but I should not have to wait nearly TWO FULL WEEKS from the report date to get this company out. I was going to be on the property the weekend of 5/21 - 5/25 which is why I called on 5/13. I allowed more than enough time for them to make arrangements to get someone out there.

I see that their business practices clearly involve making their customers spend countless time and effort trying to get service for their covered components. I am tired of dealing with this and still have no appointment because they have such inferior and unethical business practices.

It should not be normal operating procedure to make a customer who has a contract wait nearly TWO FULL WEEKS for service. It is not my fault they only have two service providers nor is it my fault that the service providers they have contracts with are not meeting their obligations. THEY need to take care of this NOW.

Now, which is what they want, I will just have to call a reputable service company in the area and pay full price and take care of the problem myself because they can't meet the agreement.Desired Settlement: I want my air conditioner serviced and repaired in accordance with the contract. I am also about ready to contact a lawyer to ask for wages lost working with this company trying to get someone to respond. I also want this company to be accountable for the contracts they have in place. This is absolutely unacceptable to make a customer invest the kind of time I have to still not have a resolution. I'm sure they will now say it's my fault because I can't wait until Tuesday 5/26 but I should not have to when that would be nearly two weeks when I had given them more than adequate time.

Business

Response:

HSA apologizes for the delay in the claim and an authorization associate will contacting the homeowner to review authorized choice procedures.

Review: I bought a house first part of May. Sellers bought me a home warranty with HSA Home Warranty. On June 6th I filed a claim on my furnace because I had a buddy over who is an HVAC guy and he noticed I had a cracked heat exchanger.

They dispatched a company out ([redacted]) , they diagnosed it. It was in fact cracked. After 2 months of me calling both companies trying to get answers they came back with “The crack occurred before you moved in, therefore it’s not covered”. I spoke with several contractors and they have said it’s impossible to know when in fact the crack occurred. Therefore I requested a second opinion. They sent another company out ([redacted]) . They called me and refused the call due to their relationship with HSA. They hate working for them.

They asked me to call my own contractor. I did\ ([redacted]) Diagnosed the problem. HSA came back with same response. We feel it happened before you moved in. I sent my inspection report and the report has an exclusion that he did not dismantle the furnace therefore he didn’t do a deep analysis on the furnace. That was no help.

HSA told me that the furnace is under Manufacturer warranty. You should call them. So I did, they had me get a third contractor out ([redacted]). They diagnosed it the same as everyone else. They also said no way for us to know when the crack actually occurred. We can only speculate. The manufacturer warranty will only cover equipment not labor. The contractor told me it would cost somewhere around $1,000-$1,500 in labor. I brought this back to HSA. They still denied my claim and offered me $400 towards labor and they will pay my second contractors service bill to look at my furnace which was $69.

I spent $75 on the first

$69 on the second

$160 on the third.

A new furnace is $4600 approx.

My furnace is 17 years old, needs to be replaced. replacing the heat exchanger wouldn't make sense.

. My furnace is currently red tagged because a cracked exchanger is leaking gas.This morning it was 65 degrees in my house and I can't turn my furnace on.Desired Settlement: I believe they need to step up to the plate and cover this warranty on my furnace.

Business

Response:

HSA has reimbursed the $149 service call fee from [redacted] and the $69 service fee from [redacted] to the homeowner as agreed upon. HSA has also agreed to assist as a service gesture for the amount of $400. HSA will need a paid receipt from the heat exchanger being replaced under manufacturer warranty or the furnace being replaced.

Consumer

Response:

Review: unethical practices,

service agent misdiagnosed issue and charged srvice fee, not deductible. mis diagnosed issue is still and issue. HSA company will not waive prior service fee nor agree to have orignal installer and prior maintinence co. do work.

unlogical and bad business practice

claim manger Nicole employee # [redacted] very offensiveDesired Settlement: apology and authorization for original intaler and prior maintinence co to do the work and grant union price or discount union price to retail price and waive/rebate prior service fee.

Business

Response:

The contract states that if the claim is denied,a service fee for the technician's time would be applied. The previous claim was denied due to no operational failure found. As far as the deductible being waived, the contract also states "If service work performed under this contract should fail, then HSA will make the necessary repairs without an additional deductible for a period of 90 days on parts and 30 days on labor. In the event that the failure is not covered, you are responsible for all charges incurred." In regards to the recent heating claim, HSA has advised the homeowner that he can use a vendor of his choice; HSA just needs the diagnosis of the failure before any repairs are done so we can review the claim

Review: On March 26, 2015 I submitted a claim on heating and cooling system that is covered by my warranty.

The warranty company sent a contractor to the house to look at the unit. They ordered a part for the unit and installed it in April. this did not fix the issue, the unit is not working.

HSA then called another contractor for a second opinion. that contractor contacted me to say they do not work on this type of unit and they would contact the warranty company.

For several weeks, no one contacted me. This is when the frustrations really takes off.

The claim is still open, no action has been taken for a few months. When trying to contact the company, I am left on hold for 50 to 60 minutes. I cannot be forwarded to a manager to escalate the issue. No one will return my calls. I have emailed as well. The web site does not list a place for me to view activity on my claim or inquiry online.

My warranty policy is paid in full, and I paid the deductible.

The heating and cooling system is the primary unit for the second floor of my home where my child's bedroom is.Desired Settlement: The heating and cooling system needs to be replaced.

Business

Response:

HSA has contacted the manufacturer of the unit and they will get in contact with [redacted] Company to try to resolve the issue with the unit.

Consumer

Response:

Review: We signed up for HSA when we put our home on the market. Roughly 6 weeks later our AC froze up (July 4th weekend). So far we've had 6 service techs out, have paid $800 out of pocket, and still don't have a working system. The sub contractors they've used have not been competent and, until I practically forced them to, did not do a leak test to determine the actual problem. Instead they've just topped off the coolant and charged us to have the coil cleaned. Oh and they changed a valve that didn't need to be changed in the first place. The last service call was today. They sent a different HVAC company out whom seems to have found the problem. The coil needs to be replaced. I finally trust this guy over the others.

HSA's contract has a $1,500 limit on A/C repairs. This limit is not advertised nor was it made known to us at the time of purchase. I didn't know about this limit until today because we never received a contract from them.

The latest phone call with them informed me that we're now running up to that $1,500 limit that I did not know about previously. I had to go online and look up my contract to find that dollar amount or to even find out a limit existed in the first place.

At this point I'm roughly $800 out of pocket for the repairs, I've paid $500 for the "service", and I'm now looking at an addition $200-$500 to have a repair that should have been less than $1,000 in the first place. Oh and it's August, we're in Maryland where it's 80-90% humid, and it's 85 outside at 8:30 at night. And still no fix in sight.

HSA has passed me from rep to rep. Nobody there high enough up the food chain to resolve this has deemed me worthy of a phone call. At this point I fail to see how their "warranty" is actually covering anything at all. At this rate if I continue to work with them I'll have paid enough out of pocket to buy a whole new air conditioner within a month.Desired Settlement: I literally just want this fixed. I don't want to pay another dime nor do I want to wait any more than is absolutely necessary to get the condenser and install it. Any help you guys can give me will be GREATLY appreciated! I've never had a home warranty nor have I ever made a claim on any insurance other than my auto. This experience is really leaving a sour taste in my mouth.

Business

Response:

HSA has already spoken with the homeowner and the claim has been approved and moving forward with the repairs. The vendor will contact the homeowner directly to schedule the repairs.

Review: First of all, I am not sure about the health issues. I purchased a house, which closed on May 26, 2015. With the house came a home warranty for the house. I have lived in this house for two months. I bought this house with a understanding that it would cover most things within a year that went wrong with the house. However, I have been having problems with condensation. I called them and I had to use their serviceman who I might add came and went within 15 minutes. He did not want to resolve the situation, because he knew a head of time that they would not fix it. While I was on the phone with them, he left. In the meantime, I received a denial. Why was it denied? Due to the fact, "Failure Caused by Lack of Maintenance." First of all, I have been in my new house for two months. This is the reason that I accepted this house due to the warranty. My claim should not be denied because of the seller's. I am the buyer, and I am supposed to be protected. Because of the blockage of the condenser and another issue, which I have know nothing about. This is also causing damage to the insulation ducting due to the fact that this has happened. I am having to call another reputable company, because I can no longer wait on the phone for them to talk with me hours at a time. They screen the callers and put them on hold. This is the second time that I have called this warranty, and they did not cover. The first was with a garage door spring. I upgraded hoping it would cover anything else. No, nothing!Desired Settlement: I would like for them to reimburse me for having to go to another company when they should have been responsible to fix it and approve it through a reputable service company. This includes the ducting replacement. My contract states that it covers the air conditioning/heating portion. However, they refused. I have only had the house for two months. The warranty is only two months old, and it is suppose to be for one year.

Business

Response:

The claim was denied due to cleaning of condensation line and the evaporator. coil, The HSA contact clearly states in contact in the Limitations of Liability, number 7, Lack of capacity; normal maintenance, cleaning, adjustments, lubrication services, line bleeding, capacity increases, licenses or inspection fees; failure to maintain the temperature in the residence above freezing; improper use; contamination of fuel or energy. You are responsible for providing maintenance and cleaning on covered items as specified by the manufacturer. For example: heating and air conditioning systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser. The claim denial stands.

Consumer

Response:

Review: During the week of 1/4/16 my freezer started to thaw out and we noticed the refrigerator began to warm. On 1/8/16 at 9:30am I reported the problem to HSA Home Warranty. HSA advised me to contact USA Service at 573.814.3784 which is one of their approved companies. I contacted USA and set up an appointment for a service tech to respond to my residence on 1/15/16. My wife had to take off work for the appointment. USA cancelled on 1/15/16 due to a “family emergency”. USA rescheduled for Monday 1/18/16. I had to take 1/18/16 off for the appointment. USA Tech [redacted] responded on 1/18/16 and advised that there was a Freon leak and that a coil would have to be replaced and a pressure test ran after the new coil was installed. [redacted] said he would submit his report in 24 hrs and was paid $75.00 service call charge.

On 1/21/16 I called HSA at 11:30am and spoke with [redacted] who informed me no report was submitted by USA. He would request a report within 24-48 hrs from USA.

On 1/23/16 I called HSA at 11:30am and spoke with [redacted] who informed me no report was submitted by USA. She would request a report within 24-48 hrs from USA.

On 1/25/16 at 9:00am I called USA Costumer Services who informed me that they had submitted their report on 1/20/16 through HSA on-line.

On 1/25/16 at 12:50pm I called HSA and spoke with [redacted] who stated that they have not heard from USA.

On 1/26/16 at 10:30am I called HSA and was transferred to the Authorization Department and spoke with Uma who stated that she needed information on the refrigerator. I informed her I was at work and would have to call back later that evening.

On 1/26/16 at 6:15pm I called HSA and spoke with [redacted] was giving all the particulars on the refrigerator and informed me that it would be another 24-48 hrs. before HSA decides to replace or repair the refrigerator.

On 1/28/16 at 9:45am I called HSA and spoke with Karen. I was advised that HSA had decided to repair my refrigerator, and was informed to go ahead and call USA to set up a repair appointment. I called USA at 10:35 am and made an appointment for 2/4/16 between 8-noon. I took off work on 2/4/16. I was contacted at 7:30am and advised that USA was cancelling their appointment due to a “family emergency”. They rescheduled for 2/6/16.

On 1/28/16 at 8:15am I called HSA and spoke with [redacted] to discuss any other options to get my refrigerator fixed. I was told that I could choose the “cash out” option which would pay for the cost of the repair only. I would have to pay the new service charge and any dollar amount over their repair cost. I requested that the repair estimate cost be e-mailed to me. [redacted] confirmed my e-mail address and advised that he would send the repair cost estimate. (As of this writing I have still not received a repair report from HSA.)

On 2/6/16 at 8:00am, USA Tech [redacted] replaced a control panel board on the refrigerator stating it was the only item HSA authorized to replace. [redacted] informed my wife that he knew it would not fix the refrigerator. [redacted] advised that HSA had contacted the manufacturer of the refrigerator who suggested to try and replace the control panel which might work. The new control panel was defective. Prior to replacing the control panel the refrigerator was keeping tempts around 50 degrees allowing us to keep some items in the refrigerator. After replacing the control panel, we have no lights and absolutely no cool air. USA will resubmit a report and will have to wait to hear back from HSA.

It has been a month since my first call to HSA. I can see no immediate end to this nightmare. I have four people (two children) in a house with no refrigeration. HSA has chosen to ignore the service technician’s professional on scene inspection and opted to try the cheapest fix available to them not caring about their clients’ needs. We have lost 3 days of work. We are unable to buy groceries to be stored in the refrigerator, and have had to purchase a mini refrigerator to keep milk and eggs cold.

I have never received a call from HSA about any decisions that they have made towards any repair and will most likely be spending the next several weeks on the phone with HSA trying to get my refrigerator fixed.Desired Settlement: I want HSA to repair or replace my refrigerator within the week of 2/8/16.

Business

Response:

The claim was approved for replacement of the customers refrigerator. The customer chose the cash out option and refund for $1323.07 will be payable on 02/16/16. Thank you

Consumer

Response: