Home Security of America, Inc.

I have had the worst experience trying to get an answer from anyone. I have sat on their phone system on hold for over 30 minutes at least 4 times so far. Every time I get someone on the phone they are very courteous but they just don't have any answers and can't resolve anything. The company has no verified contractors in northern VA which either signifies their sketchy business practices; i.e. not paying their contractors for the work they performed or they have that bad of a reputation no one wants to use them. We had someone come out, give us a diagnosis, to only have him leave because he had to wait 20 - 30 minutes to get approval to do any work. So now we are without a repair to our air conditioner which risks further harm to the system all because we followed their procedures in not doing work until they received approval. This is unacceptable and the system needs to be fixed. If you pay for a service which is impossible to effectively utilize should you really have to pay for the service then?! I would love for an audit to be placed to see how many customers they actually take care who have filed a request, how fast their issues are resolved, and how may contractors have stopped using them due to continuous complaints about not being reimbursed appropriately. This is not a business it is a scam!

One of the worst experiences I have ever had working with any company. Ridiculous hold times. Ineffective and rude employees. Waiting for over a month for appliance to be fixed correctly. Numerous unnecessary service calls trying to bandaid problem. The time I was on hold and took off from work to deal with issue, and the amount I had to pay for items that " weren't covered", and the upfront cost of the coverage combined would have easily paid for a new appliance outright.
Oh and my favorite part, when calling into the "file a claim" line the hold was minimum 40+ minutes (even the service company claimed they had repeatedly waited on hold for hours trying to get through) BUT if you press the option to "renew your service plan" somehow magically they could find someone to answer within 5 minutes.

This home warranty company is HORRIBLE!!!! Unfortunately, I've had to contact them regarding 3 different issues for my house... HVAC, refrigerator and hot water heater. This company has the worst customer service that I've ever experienced. In every event, I've been on hold for more than 45 minutes before getting someone on the phone. Then, once I tell them what I need, I'm placed on hold for another 30 minutes or more. This has happened with multiple experiences. One of their customer service representatives was even arguing with me about what repairs were made when I've got the unit sitting here and they are in Wisconsin looking at data on a computer screen that said otherwise... Unbelievable! I've used their contractors and have submitted for the cash out option. Still no word on when I will receive reimbursement for the cash out repairs. My biggest regret in buying my home was having this contract with Home Security of America as part of the sell. Needless to say, I will not be renewing my contract and tell everyone I know how horrible they are. I will even contact the real estate company's corporate office to let them know how their partners treat customers in the hopes that they will consider other partnerships with different warranty companies.

I will never again use this company. If there was something I could do to keep others from using it I would. It has been over 2 months now since our compressor went out on a 20yr old ac unit. Instead of replacing the entire unit like two different companies recommended, they will only replace the compressor. Okay fine, then replace it! It all hasn't been replaced. My husband called them and they lied to him saying we had to pay everything up front and would get reimbursed because that's what the vendor wanted. Week my husband caked the vendor and he said, no, hsa said you would be willing to pay upfront. The only reason we are using hsa is bc it came free for a year when we bought the house, so they don't care, they've already been paid. I can't have my one year old child stay at his own house because it is too cold for him. That's ridiculous. No one should ever have to wait 2 months for their hvac to be fixed.

Review: A HSA home warranty was provided as part of the package when I purchased a home in October, 2013. On March 24, 2014 I opened a claim to have the heating system (heat pump) serviced as it was not blowing hot air. HSA advised that their vendor would be out to look at the pump. The vendor advised that it was a solenoid that was the issue and that HSA would have to authorize the repair. The repair was made, and then was discovered that the compressor was bad. HSA once again had to authorize the repair. The compressor was replaced (7 weeks after the initial claim). The pump is still not operating correctly and the issue now is a valve. We are now 11 weeks into the claim and HSA keeps blaming the vendor, and the vendor is blaming HSA practices. HSA has now severed ties with the vendor and failed to inform me of what was going on. I have not been kept in the loop whatsoever as to what has been going on with the claim for the past 8 weeks. 11 weeks is ridiculous and the way this has been handled has been very unprofessional as only the bottom line seems to be the concern, and not the customer.Desired Settlement: I need to have this heat pump operating properly as the hot summer months are here and I have a 4 week old daughter now at home. HSA should be going out of their way at this point to get this warranty claim resolved rather than worrying about how to complete this claim as inexpensively as possible.

Business

Response:

HSA apologizes for the inconvenience on this claim. HSA has dispatched a different vendor on a potential recall for this issue. Once this vendor has the diagnosis of the failure, they will contact HSA for review and the homeowner will be contacted on the status of the claim.

Business

Response:

HSA has been in contact with the service provider and the equipment is in. An associate has left a message for the person in charge of scheduling the installations to please the homeowner as soon as possible.

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: We have a contract for home warranty repairs stating the company offers 24/7 emergency service and 24 hour basic service. Our A/C went out over 2 days ago. It took the company a day to provide an acceptable service provider but this service provider hasn't returned our call in over a day. Now HSA won't even answer the phone.Desired Settlement: I expect HSA to fix the A/C and provide a partial refund of the warranty.

Business

Response:

HSA has contacted the vendor and an appointment is set up with the homeowner for tomorrow to accommodate the homeowner's work schedule.

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 filed a claim on 6/29. A technician came out on 7/3, assessed the damage, collected the $75 deductible and told me he would be in touch early the following week to let me know the status on parts ordered. According to the website, my claim is approved for a repair to the broken microwave touch pad. I called Customer Care to let them know I haven't heard from the technician. I spoke with Tim who told me he had to forward the issue to someone else and they would be in touch within 24 hrs. It has been over 5 days and I haven't heard from the Company. I submitted a request in writing for a a refund of my $75 so that I can handle the repair/replacement myself, I haven't received a response! I don't know if this is a legitimate business but if they're not willing to render service per my warranty agreement, they should refund my annual premium as well as the $75.Desired Settlement: Refund my premium and $75 deductible since service wasn't completed.

Business

Response:

The homeowner was left a message on 7/17/15 to make sure the repairs have been made and to call back with any questions. HSA also called the vendor and left a message to verify the repairs to done and to call back. HSA is refunding the $75 deductible to the homeowner for the delay with claim.

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: Except for (1) filing a new claim and (2) checking the status of your claim, all interaction with HSA must be done over the phone. However, getting through the queue on the phone routinely takes more than an hour. There is no excuse for such a consistent and predictable, extremely long hold time. I can only imaging that this is an attempt by HSA to avoid insurance claims by wearing out anyone who would attempt to contact them.Desired Settlement: (1) I would like HSA to explain why their phone hold times are consistently so long and what they will do to remedy the situation. A one-hour phone hold time might occasionally happen as a result of significant weather events or mass staff health issues. However, there is no excuse for a one-hour hold time, month in and month out. Hundreds of detailed accounts of customer delays are available here (Revdex.com) and on Google reviews.(2) I would also like HSA to implement a feedback/review process for their contractors. The need to know the quality of the work being performed on their behalf.

Business

Response:

HSA apologizes for the long hold times the homeowner experienced during their peak season. The a/c claim was approved on 9/4/15 for the replacement of the control board.

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. However, it should be noted that HSA has not explained how they will improve their performance. Two hours on hold, especially during an anticipated peak time when appropriate staffing/systems decisions could have been made in advance, is not acceptable.

Regards,

Review: Circulating pump on hot water heater went out after only 5months in home. called HSA and they stated the pump was covered under warranty. [redacted] checked pump and verified it needed replacement. They contacted company for warranty verification. We received a call saying sorry not under warranty. I had called a second time prior to service call and was told it was part of water heater and probably should be covered. As I told the person on line - do not wish to pay $75 to be told not under warranty.This policy is worthless and should not be sold to the public. Con job as far as I am concerned. Covers nothing. Just cost $75 to be told no.Miss leading information any time you call. Worthless!!!!Desired Settlement: Need to replace pump as part of water heater!

Business

Response:

HSA is refunding the $75 deductible to the homeowner and the check will be mailed out tomorrow, 11/25/15.

Consumer

Response:

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

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

Regards,

Review: 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:

Review: I filed a claim with HSA home warranty with regards to plumbing issues, I was NOT informed that several of the items were (supposedly) not covered under the warranty coverage; and therefore the plumber only got a request for 1 of the items, and only fixed 1 of the items. The plumber refused to fix anything aside for what HSA sent them.

Had I known that only 1 item was covered I would NOT have completed the claim.Desired Settlement: I would like to have my $75 deductible returned.

Business

Response:

HSA cannot guarantee coverage until we have the diagnosis of the failure from a licensed service provider and advises the homeowner that they have potential coverage as long as the failure is due to normal wear and tear.. The service provider can only look at what HSA dispatches them, because they schedule the time they need for each service call based on what needs to be evaluated. The claim for the drain line under the sink was approved and the homeowner paid the $75 deductible with HSA paying the rest to the service provider.

Review: This warranty company is telling us AFTER we purchased the warranty that only 2 of our 6 heating units are covered under warranty. WE are currently having troubled with the mother board on our heater and they have sent out ONLY service people with really awful internet reviews and who themselves have complaints against them in the Revdex.com. They sent someone out Saturday who was so large that he could not fit into our attic space and he said that the unit was not fixable. Then another company arrived and stated that we needed a mother board but still have not ordered the part or returned. Meanwhile, my children are sleeping in rooms with NO HEAT. This company is advertising a warranty then switching the terms and only using repair companies that have poor ratings and wont complete the service.Desired Settlement: Either send a reputable company with good reviews to fix this unit in the next 48 hours or completely refund my warranty money.

Business

Response:

A supervisor has dispatched another alternate HSA service provider as of 11:41am this morning. Once HSA receives the service call information from this provider, HSA will review the claim the homeowner.

Review: Purchased a home warranty which I was told would repair mechanical failures, including labor. Now told can not fix up to code without additional funds

I purchased a home warranty with my home in July of 2013. I was not given any options other than to purchase it or not.

My water heater failed and I am supposed to pay a $75 deductiable. I am now told I must pay $225 for code upgrades because I did not purchase "additional coverages". I was never given this option and consider this deceptive sales and terrible customer service.Desired Settlement: Refund the code upgrade charges of $225.

Business

Response:

The HSA base plan covers the equipment and standard labor on approved claims, and the contract specifically states that installation modifications and code upgrades are not covered unless the 7 star upgrade is purchased. All homeowners are mailed a copy of the contract for their review and are given the opportunity to add any options and/or upgrades within 30 days of the inception of the contract. This contract was mailed to the homeowner on 8/2/13 and no options or upgrades were added.

Business

Response:

Homeowner had the right to approve or disapprove the non-covered charges and he chose to approve them. HSA followed the terms of the contract and proceeded to replace the water heater. HSA considers this matter closed.

Consumer

Response:

Review: I have a home with a warranty, and it appears to be covered under my contract:

Timeline:

December 24, 2013 my washing machine stopped working (sits full of water)

December 25, 2013 and my clothes dryer started making awful noises.

Dec 26, 2013 reported failure to home warranty company of both appliances.

Early January 2014, Crites heating and cooling came out to look at the washer and dryer. They collected $75 as my deductible through my warranty company. I took off work to meet the preferred vendor.

They stated some parts needed to be ordered and they would come back as soon as parts were in.

I called home warranty mid-January to check status of the repair since I felt it was taking a long time. I have two small children and going to a Laundromat weekly increased my expenses by about $20 a week, along with a good three hours of my time.

(Almost 4 weeks from report of broken washer dryer) Late January 2014, the company attempted to fix washer/dryer with ordered parts. The wash still did not work, the dryer had a problem with the “drum”- from what I understood, it would not spin to dry the clothing. They told me it was repaired, I ran one load through washer, and clothes were still sopping wet. I ran one load through the dryer, fortunately, I was home, as a fire started in my dryer.

I called home warranty again and reported the issue as still not repaired. I also asked that another company be sent out to repair the still broken washer and dryer since the repair man they wanted me to use took a very long time to attempt to repair the washer and dryer.

About February 3, they sent me a new contact of [redacted]. They stated it would take one week before they could come to my house. I waited another week. When they came they stated there was something wrong with the timer in the washing machine and there was a problem with the belt in the dryer. They ordered the parts and came back 2 weeks later. Again, I was spending 3 hours and $20 per week to keep clean household clothing, towels, bedding, etc. During this time I called the home warranty company and complained that this was taking a long time from December 26, to mid February at this point.

Mid February, [redacted] came and attempted to fix the washer and dryer. As you can anticipate the way this story is going, they were not successful in their attempts. The dryer had a gas smell and an overall horrendous smell that had never been present before. The dryer was not drying our clothing in a usual amount of time. The washer only worked 1 out of 4 times. Overall, it was not usuable washer and dryer.

I called and complained to the home warranty company again. They were rude, passed me around to other agents. I asked for manager and was assured they would look into it. They called me back about an hour later and stated that I would receive a new washer since both companies were not able to fix it. They stated that the other company said that the dryer was not fixable but they wanted another opinion.

So add this to the number of times that I needed to take off work to meet a repair man for the washer and dryer. And the extra weekly money and time spent for laundry.

I have a general handyman that works at our house, and he tested the dryer and stated that the gas was going from the gas line within the dryer, not the hose from the gas line. This handyman is not an approved handyman with the home warranty company, so I did not proceed further with HSA since I felt my hands were tied.

Home warranty told me they wanted to send another gentleman, his name was [redacted]- when [redacted] called it was 1.5 weeks before he could come and he insisted I pay another $75 deductible. Sorry, I paid it once upon initial “fix” but it hadn’t worked at all since the HSA repair man had visited my home and I refused payment. I called and complained to the Home warranty about the length of time to fix this, the horrible gas smell, the smell within the dryer, and the length of time it took to dry my clothes. They agreed to send another company (it was through Sears)

Finally, I thought it would be fixed.

Thursday March 13, I finally get a new washing machine and the repair man is coming for the dryer. I took of work again!

Washing machine was installed with no problems, but not the dryer. This repair company said he refused to test it if there was a smell of gas. Understandable, but what I am to do? I cannot fix a dryer, if he cant turn gas on, how is he to fix the dryer? On the inside of the dryer there is a piece of plastic that is screwed onto the outside of the drum, and that had been detached from last company trying to fix. The sears repair man did screw the piece back on. The light inside the dryer did not function since the fire, and that is still not fixed. The sears man told me we should have the gas line fixed from wall to dryer, which we had our general handyman complete the next day. Unfortunately, my dryer still did not work and there is still an odor and does not dry clothing in appropriate amount of time.

This company insisted I pay not only $75 for the day visit, but said that the home warranty company was refusing payment at all so I now owe $99. I refused to pay and sears said they would “force bill” me for this charge. Why should I have to pay for another deductible if the original problem was never fixed. It was one problem with the dryer and the repairmen that came could never correctly fix the problem. I never had a functioning dryer from the original call on 12-26-13.

I feel like I have given our home warranty company ample time to correct the issue of a broken dryer. Their repairmen were not able to fix our dryer. It does not work. I am turning to this forum to get a replaced dryer. I purchased a similar dryer to the one I had at our house along with a similar brand washing machine that they chose to replace at our house on 3-13-14. It is scheduled for delivery on April 2, 2014.Desired Settlement: There are multiple things I am asking for:

-they need to take care of the “forced” billing from sears.

-they need to replace my dryer that they were not able to repair- Cost of $788.87

-they should take some responsibility for time taken off work and Laundromat fees for so many weeks.

They should not be allowed to treat customers like this.

Business

Response:

The replacement of the dryer is a unauthorized replacement as no known failure with the dryer has been reported to HSA. Several technicians have been out to the home and the last failure reported was a flexible gas supply line leak, not a failure with the dryer. HSA will not cover the replacement of the dryer.

Business

Response:

If the homeowner has documentation of what was failing with the dryer from a professional technician, HSA would like to review the documentation.

Consumer

Response:

Review: I put in a claim for a plumbing clog. The contractor diagnosed the problem as a clog in the main line which he could unclog by removing the toilet. The HSA rep would not authorize removal of the toilet to get to the clog. I called and was read the "fine print" of the contract that a clog has to be "accessible". So, the total repair bill for the unclog is $450, of which I had to pay $375 out of pocket ($100 for the deductible and $275 for the toilet removal and reseating to get to the clog). I'm displeased that HSA doesn't cover what is needed to resolve claims. I will not be renewing my contract when it expires in August and will be purchasing home warranty protection with a more reputable firm. I would have been much better off this year, sticking the $1010.00 I paid for the warranty into the savings. HSA is a joke.Desired Settlement: Refund of the amount I paid to access the plumbing clog.

Business

Response:

The contract states on page 4 of the contract, number 2: Interior Plumbing: NOT COVERED: pulling/re-setting a toilet to access a drain line stoppage. The homeowner was advised the pulling and re-setting of the toilet would not be covered, but the drain line routing would have potential coverage. HSA will not cover the charges for the pulling and re-setting of the toilet.

Consumer

Response:

Review: After five months of calling trying to receive information regarding a claim I had filed, I was told that it was not covered under warranty.

On November 22nd, 2013 I had a plumber come to my home to replace fixtures in my bathroom. I had those replaced just fine. However, when he went to snake my bathtub he discovered there was a rotten pipe that he poked a hole through. The plumber had to replace the rotten pipe. It was getting late, so we set up a time for him to come back November 25th, 2013 to finish the job. He did that day (it took around three hours for him to replace the rotten pipe). When I called HSA to file a claim, they asked me to send the invoice from the plumber. I had to send that two or three times because they kept losing the invoice. Later, I only received reimbursement for parts only (that's what I was told). So I called to ask them if I could be reimbursed for the time it took the plumber to replace the pipe. They said they would have to speak to the plumber to get more details about the work he did. I called about once a week, every two weeks, up through to April 2014, trying to check the status of my claim. I was told repeatedly that I would be given a call resolving the claim but only received one call (about February). When I returned that one callback, it turned out they were no closer to resolving my claim. In April, after not hearing anything from HSA still, I called and was told that the rotten pipe was not covered under warranty.

I am frustrated because it took HSA five months to tell me that the rotten pipe was not covered. This is after months of calling, being put on long holds (my longest being 45 minutes), and not so friendly service from some of the supervisors and managers I'd spoken with. This process should not have taken so long.

And I feel that the rotten pipe should be covered. It was a preexisting issue in the plumbing which is what home warranties are supposed to cover and help protect you against. I was told that because the pipe wasn't leaking that it wasn't covered.Desired Settlement: Better communications with customers and more ethical practices in regards to 'what's covered and what's not'.

Business

Response:

HSA apologizes for the inconvenience with this claim and a supervisor is reviewing the claim.

Consumer

Response:

Review: HSA partners with local companies to do various repairs. These local companies read the contracts to look for charges that are not covered and then say that they are needed for successful repair. I got several other opinions to get my AC fixed from other not affiliated companies that said these modifications/charges were bogus. I notified HSA and nothing was done. I had to cancel the service from their vendor and do it on my own. I tried to get reimbursed for the parts (cooling coil) but they withheld most of the repair money to pay their vendor for work/time already spent but they never did anything. The letter the sent stated if I paid on my own it would be 1600 dollars. I wont even be getting 700 now. That was just one occasion. The other happened when I was out of town for work and a family member stopped by my house to check on it and saw my water shutoff valve at the meter was leaking. This was an emergency cause water was now accumulating in the basement. I tried to call the HSA emergency line but already waited for more than 1 hour and had to get back to the conference I was attending for work. I told my uncle to go ahead and call a local plumber to fix it ASAP and that I would try to reimbursed from HSA. When the local plumber came to repair the leaky valve he smelled a gas leak and repaired that too. When I contacted HSA to start the reimbursement process I got different information every time I contacted. They made process so hard and frustrating so that I would just give up and not have it reimbursed. It took 2 months before anything happened. They sent a letter saying it would have cost 310 dollars if I used their vendor (I paid 420 to the local plumber). Then I only got a check for 138 dollars and some cents. They refused to even acknowledge that they sent me a letter about the estimated 310 dollar repair.Desired Settlement: I want the remaining balance of the money promised in their letters.

Business

Response:

The letters that were sent out are based on average retail pricing on a set failure without a home warranty. HSA approved $767.50 on the air conditioning claim, which we would need the paid invoice to process. The homeowner chose the cash out option in lieu of having HSA's vendor perform the repairs.

Consumer

Response:

Review: I recently purchased my first home, which came with a home warranty through HSA. We upgraded the coverage to the 7-star level to add protections against improper installation and other things to give us piece of mind that any issues with the house found within that first year would be covered. This is outside of known issues found by the home inspector.

About a month into having our first home, our finished basement flooded due to the sump pump tripping the circuit and also due to a bad installation of the sump pump. Sump pump was replaced and routed correctly, only half of which was covered under the HSA warranty due to "contract fine print" and order of operations. We are still dealing with the damage and repair of the basement, already in about $5,000 of non-warranty covered money.

The issue of the sump pump tripping the circuit as well as a number of other electrical issues I found that the home inspector did not were reported to HSA as a single claim. 13 bad outlets ( polarity reversed, neutral/ground swapped, no ground, cracked physically), 3 switches with issues, and bad exhaust fan were all reported. Initial visit replaced the exhaust fan and one of the outlets. Everything else needed "further authorization". Wait a few days then got an email saying that some was approved, others denied. The only portal is sketchy and doesn't show you the owner of the plan any of the details. I called and was told that the outlets weren't covered due to the issue being improper wiring installation. I have the upgrade that covers that so I brought it up. I was put on hold for 10 minutes. When the gentleman returned he said he changed the denial to an approval and they would reach out to the electrician to update them.

A few days go by and I hear nothing. I call the electrician, they say they haven't heard anything from HSA and indicate they believed the claims were resolved. I call HSA back and tell them they haven't heard anything. I'm put on hold while the agent calls them, again leaving messages to call HSA. I'm told I'll hear back from the electrician to schedule them coming back.

My wife a few days later gets a call from HSA explaining that everything else (12 outlets, 3 switches, sump pump issue) are all declined due to the electrician saying "everything works fine as it should have 50 years ago". I call HSA back and I am told that I need to speak to a supervisor. One isn't available and I will get a call back.

No call in 3 days. So I call. I'm reminded that my wife was called and that I was to get a call. I advised that never happened. I finally speak to someone in the management team that says the sump pump issue of tripping (it is an active issue) would need a new line and new circuit as well as to go to a GFCI outlet and that adding new things isn't covered under the warranty. I'm told that since the wiring is from 50 years ago, that issues with today's outlets and electronics are not covered. The outlets are 3 prong, which have a neutral, hot, and ground plug. They don't work that way now. not covered.

We couldn't think of anything that would actually be covered under this warranty to alleviate the issues I have with my new home.

I have a warranty that covers maybe 5-10% of issues and everything is "an exception". I don't feel this service contract is providing any real service as I haven't gotten it. This company should be trying to help me the policy owner, finding ways to cover things, not finding ways to NOT cover things.Desired Settlement: I'm not asking for a new house. I just want my "newly owned" home to be safe and work properly as I need it to. I need wiring / outlets that work the way they are designed to work, which hasn't changed in the last 25 years or so. I don't have [redacted] tube. I don't have aluminum to copper issues. Come on. I just want things to work the way my standard NEMA 5 3-prong electrical devices work. I also want to have my sump pump wired correctly, whatever that takes. I can't keep spending thousands of dollars due to an electrical issue.. I'm just asking that the 13 or so outlets, switches, exhaust fan and sump pump circuit are repaired to where they need to be.

Business

Response:

After further review, HSA can approve $250 toward the repairs on approvable outlets. The homeowner should contact the vendor, if they would like to proceed with the claim.

Consumer

Response:

Review: I filed a warranty claim for my broken ice maker. Home Warranty of America (HSA) sent out a contractor [redacted] Force (OF) to address my claim. OF did come out and fixed my leaking ice maker for the deductible which was $75.00. The ice maker started leaking again and I called OF to come out to fix it. OF stated they would come out the next day and did not. OF came out again about 2 weeks later and said another part was broken. OF contacted HSA and they will not cover it because the ice maker should not have been covered. I have tried to resolve this on my own to no avail. HSA stated they would "make it right". Their definition of make it right is that I need to work it out with OF. I have talked to a number of people at HSA and they are refusing to cover any additional charges and OF has also refused to cover any additional charges. I asked a supervisor, [redacted] why the work was started and covered originally and he said that he didn't know why. I believe that, even if the ice maker wasn't originally covered by the policy, HSA and OF should stand behind their work and as HSA has stated - make it right. Therefore, I am requesting that HSA and OF complete the repair to my satisfaction and warranty their work if it breaks again between now and the end of the policy or refund me the amount paid for the policy of $445.00 and refund the deductible that I paid OF in the amount of $75.00.Desired Settlement: I am requesting that they fix my ice maker (work was already started) or refund me the purchase price of $445.00 from Home Warranty Services and refund my deductible from [redacted] Force of $75.00.

Business

Response:

A supervisor will call [redacted] to have the ice maker repaired at no cost to the homeowner.

Consumer

Response:

Review: I moved to this address not quite a year ago and the warranty was added by the seller since I was making a purchase site unseen. The first week I had several issues and called to see what would be covered. To my surprise, nothing was covered. Here's the list: broken water connection at the street (this I can understand not being covered) existing washer not working - broken washer connection (plumbing that I had to replace) dishwasher not fully functional (water does not drain out) - a contractor and 2 plumbers told me the water heater would fail soon - I had to have the house waterproofed at the foundation due to excessive moisture and mold - the refrigerator has an internal leak and I have to keep a towel inside to catch the moisture. To date with what I have had to fix/replace, I'm out close to $3500. I still have the refrigerator, dishwasher and hot water heater. For weeks now I've been getting emails, letters and calls to renew my policy. I'm considered a "preferred customer" because of my claim history? Why, because I didn't get anything fixed? And some of the communication even mentions replacing appliances. No one at HSA has been able to address my issues other than informing me that nothing is covered. My HSA# [redacted]Desired Settlement: Would like to have my failed/failing appliances replaced and a reasonable explanation as to why all the plumbing repairs were not covered. And if they should have been, I would expect a refund. Job tickets and inspections available upon request.

Business

Response:

Four claims were faucet or hose bib failures and those are not covered under the HSA warranty, unless the 7 star is purchased. This contract does not have the 7 star. The other claim was a structural failure and the HSA contract does not cover structural issues. This issues with the refrigerator and water heater would not be covered as the failures were not reported during the contract period. as the contract expired 3/10/15.

Business

Response:

The contract is mailed to each homeowner for their review and the contract clarifies any upgrades or options can be added within the first 60 days of the contract. The contract is very specific to what is covered and not covered.

Consumer

Response: