Home Security of America, Inc.

Review: On April 10, 2015 my air conditioning in my condo stopped working. I have a home warranty through H.S.A. that covers my AC unit. They contracted a local business, [redacted] Heating and AC, to come investigate. [redacted] came and investigated and found my outside heat pump unit that sends air into the house for heat and AC needed to be replaced. So they went ahead and shut off the system because it wasn't working anyway which ment no heat or air. HSA stated that a replacement unit was covered, ordered a new unit, and sent it to [redacted]. By the time [redacted] came to install the unit, I had been without heat and air for 4 weeks. So the contractor arrived with a unit that was way larger (35in x 35in) than the space available at my condo (23in x 23in) because neither [redacted] or HSA measured my old unit the first time they came. Due to the home owners association laws, the fence around heat pump unit could not be removed. So then [redacted] contractor measured my old heat pump unit and told HSA the unit was 22 in x 22 in. HSA and [redacted] spent 3 weeks looking for a unit that size but were unable to find the unit because they do not make units that size. Being without AC for 7 weeks at that point, I went out and measured the unit myself and found it to be 23 in x 23 in not 22 in x 22 in. I found hundreds on models online that were 23 in x 23in. I made HSA aware that the unit was 23 in x 23 in and they were able to find a unit within 3 days. HSA ordered the unit and then shipped it to [redacted] again which took another 2 weeks. Today [redacted] was scheduled to install the correct heat pump but as they were about to come the realize HSA sent them the exact same 35in unit as before. I have been without AC for close to 10 weeks now, and it has been above 90 degress inside my house for over 6 weeks now. Yesterday it was 96 degrees in my bedroom. I have lost countless hours of sleep due to the excess heat in my condo. My roommate has a 1 year old child and they had to send the child to stay with an aunt because they were worried about the child's health.Desired Settlement: I would like to get the correct heat pump install. I would like HSA to pay for the $300 in fees they said the were unable to cover (parts, and old unit disposal), and I would like HSA to put me in a hotel until the issue is resolved.

Business

Response:

HSA spoke with the homeowner and is having a second opinion to help assist the homeowner with quoting the job for the installation of unit.

Review: Have a home warranty with this company. Filed a claim for an electrical issue. HSA dispatched a company that refuses to respond to HSA email and voice mail as well as my voice mail. Contacted HSA and they dispatch a second vendor that declined as they tried to send a door company for an electrical issue. Contacted HSA by phone and representative named Trez advised they have no other vendors to dispatch and there is nothing he can do. So I have a contract with this company and a failed covered item. And HSA is saying that if they do not have a vendor to dispatch that they do not have to honor the policy. HSA representative Trez also refused to allow me to speak with a supervisor and stated that is not procedure. Have attempted multiple ways of contact with no response from HSA.Desired Settlement: I want HSA to honor the contract/policy we have with them. Want contact from a representative that will actually assist with this and not tell me what is and is not procedure.

Business

Response:

This contract was cancelled by HSA on 8/3/15 as a management decision.

Review: I bought a new house, which I plan on moving into in later this month.

Previous owner paid for home warranty coverage through HSA Home Warranty Insurance Company.

Insurance Agreement covers the swimming pool and repairs related to the pool.

At some point after I closed on the house, the pool stopped having circulation.

After having an independent contractor come out and take a look, he concluded that although the motor is working, there was no circulation in the pool. I filed a claim with HSA and subsequently somebody came out to fix the issue. However, that person simply said that the motor is running and left without fixing the core issue, which is the circulation. I tried to have the person come back and fix it again, but he said that HSA denied our claim alleging that it was a preexisting problem and that it is outside of my coverage. I have tried numerous times to contact them and dispute this issue, but that has been the issue at hand here.

Every time I call their customer service number, I am on hold for at least one hour. The longest I have waited: 2 hours and 15 minutes. I sent them an e-mail through their website; it took them six days to respond, though their website says they will respond within 24 hours (says 48 hours in their automated reply to submission). Every time I talked to someone at customer service, all they have said is that they are investigating the claim and that there is no estimate as to how long that is going to take. I have emphasized to them numerous times that this is an urgent matter because the pool does not have circulation, which means there is a possibility that water could turn green. Their answer: we are not responsible for secondary damages. So they are delaying this whole claim process, but they will not be responsible for damages arising out of their delay? Out of frustration, I posted a complaint on their Facebook page. They assigned a person to look at our claim and she has not been helpful either. Last Friday she demanded to see a repair invoice documenting what work has been done to the pool just prior to the closing of the contract. She said that if I send it in an hour, she would be able to take a look at it that day. I send it in an hour, no response. Comes Monday, no response. I once again post on their Facebook page. I get a call from her on Tuesday asking if I'm going to send over the receipt. I told her I did last Friday and she said she did not get it. I sent it once again and magically she got it this time. She puts me on hold (this company has been consistent with one thing: putting people on hold. See HSA's Facebook page and people's complaints on it), comes back and says that she will forward it to her supervisor and that they will be in touch. I asked her if there is an estimate as to how long it will take and of course she has no idea. I once again emphasize that this is an urgent issue. She once again emphasized that they would not be responsible for secondary damages. I decided to file this complaint after that phone call because when I am dealing with that company, I feel as though if I am smashing my head against a brick wall over and over again.

This company should be severely punished. They do not respect their customers or contracts with them. They are refusing to abide by the Insurance Agreement between them (HSA) and us. They will stall their customers' claims saying they have to "investigate" until the customers give up and pay for their own repairs. Employees I have talked to were rude, cutting me off numerous times or raising their voice on me. I have been assertive but I have been nothing but courteous in all my exchanges with them. I hope this complaint can force them to take an action and if not, I plan on filing a complaint in the court system.Desired Settlement: I request for the following relief:

1. I want HSA to hire an independent contractor to come out and fix the issue within two business days of receiving this complaint. All costs incurred during the process shall be paid by HSA.

Business

Response:

HSA would like to assist the homeowner, however HSA needs the address of the warranted property. HSA cannot locate the contract with the information given by the homeowner.

Review: We have had a home warranty with HSA for 6 years. In the recent past we have become unhappy with the company and their denial of several claims. Recently I called because my dishwasher (a covered item) has once again broken but after talking it over, my husband and I decided that we would cancel the service appointment, cancel the hsa contract and buy a new dishwasher and just get rid of the headache of using hsa. I called hsa today to cancel the contract and I was put on hold several times, to the point where I had to hang up and call back. But I was finally told that I could not cancel the contract... I had to pay it. I tried to ask the csr if there was a possibility of a payout of the contract and cancel the service but she became angry and refused to transfer me to a supervisor. I was also told that if the dishwasher (which has been repaired several times) was not able to be repaired, a cash out amount would be placed on it... put on hold again to talk to someone else to see how that might work... no one would answer.Desired Settlement: I want to cancel the contract and never have to deal with these people again. I'll buy or repair my own appliances and not have to put up with long wait times.

Business

Response:

The HSA contract is non-cancellable in the state of [redacted] as there are no state provisions that override Section H in the HSA contract. Section H advises that contract is non-cancellable.

Consumer

Response:

Review: On 12/5/2015 I called this warranty company (which I do I have warranty) to report a problem with furnace (On hold over 45 min. each time I have tried to call them). They arranged for a Technician to fix problem. Thermal Tek was assigned the issue with furnace. This company came to house and said they oiled barring and cleaned furnace out. Thermal Tek said this was the problem. This furnace was not fixed. I have tried countless times to call Home Security Warranty company and am placed on hold continuously or transferred to another person and on hold. This company will not take care of my complaints with the assigned tech nor the issue covered on the warranty and not being fixed. On 12/8/2015 I finally spoke to a female at 9:34 pm and she was very rude and wanted to know why I was calling at that time of night with the issue of not fixing my furnace.. This female then transferred me again to a man who ended the call by hanging up on me due to not having a good connection.Desired Settlement: I want the company to be required to follow up with this company they sent to my house and demand that the company refund my service fee of $75 or this warranty company needs to reimburse me since the furnace issue was not taken care of

Business

Response:

HSA apologizes for the customers experience. HSA would like to send a 2nd opinion service provider out to the home and waive the $75.00 service call trade fee to obtain a new diagnosis for the customers furnace. The Service provider should be contacting them within the next 2 business hours to schedule an appointment. Thank you

Consumer

Response:

On 12/10/2015 [redacted] called to set up an appt. with me as directed by the Warranty Co. I questioned them in regard to if I was expected to pay them the $75 service fee, the lady said yes. After that call is when I declined the Warranty's offer. Since then I have received a 2nd call from [redacted] and they reread the work order and they will not be charging me for the appt. The appointment is set for 12/16/2015. Thank you [redacted]

Review: I reported a broken refrigerator to be repaired/replaced by this companies home warranty. The service technician came out to the house and looked at the appliance and told us what needed to be repaired. This was on 3/18/16. The contractor attempted to call HSA but since he was on hold for longer then 10 minutes he had to leave. The contractor stated he would upload the data and HSA would give us an answer within 24 hours as to what the action they were going to take, either repair or replace the appliance. I called HSA on 3/21/16 and was immediately put on hold and transferred around only to be hung up on three times after being on hold for over an hour each time. At this point I would just like HSA to make their decision as to whether they are going to repair or replace the itemDesired Settlement: At this point I would just like HSA to replace the item.

Business

Response:

HSA is currently in review of replacement for the customers refrigerator due to multiple failures. We will be in contact with the customer to review options available to them. Thank you

Since purchasing my home in July of 2014 I have made two claims to HSA. The first claim was made in September or so for a sewage back up in my basement and that claim went well. I was able to reach customer service and get it all taken care of. The second was made just last month, 11/4 to exact and was for my dishwasher. The motor burned out. The claim started out smoothly, the technician came out pretty quickly to as the issue. After that point, it went down hill. Here it is 12/3 and I still don't have my dishwasher fixed. I believe they made one attempt to call me but I missed the call since I was at work. I made at least 4 attempts to call them back and each time it was a half hour wait before I had to hang up. I am a mother of 4 and work full time 9-5, need I say more. I also emailed a complaint directly to them on 11/20/14 and never got a response to it as far as I know. I don't believe I will be renewing my contract with them at this point unless this matter can be resolved before this week is over.

HSA coverage should be increased, in 7 years of being a valued customer at a cost of 500.00 per year. They have only covered 1 problem in my home. When you call for issues the wait time is ridiculously long. I've been on hold for 30 mins at times. I do not recommend this company to anyone.

Review: I have filed 2 claims on September 15/2014. One with deductible and the other without deductible. They maintained one and left the other as is. they told me that all worked properly. But after a month and half it fails. Now when I called the vendor came and went back without giving solution. Even further damaging my equipment. I talked to supervisor called [redacted] (HSA) but still refused to repair it unless I pay the deductible again. But my contract states within 90 days there is no deductible. Please judge this situation. I am currently on emergency mode button of the thermostat.Desired Settlement: The vendor should repair without additional deductible as per my contract without further damaging my equipment and exposing my family and myself to a severe health damage.

Business

Response:

The deductible would be due because the first failure in September was a dual capacitor and electrical whip and disconnect with the heat pump and the failure filed this month is the control board. Since there are two separate failures to different parts, a second deductible would be due. While the failures may cause the same symptoms, they are two unrelated part failures. In order for the deductible to be waived, the failure would have had to be with the same component parts replaced in September.

Consumer

Response:

I am very grateful for HSA's decision. I would also very much appreciate if HSA sends an other vendor. This will help to get a fair service.

Business

Response:

HSA is setting up a claim for a potential recall and will waive the deductible to find out what the failure with this heat pump. The vendor will contact the homeowner to schedule the service call.

Review: I've been without air for a month, after finally finding put the problem HSA has taken 3 weeks to approve to fix air even after telling me it has been approved. HSA stated it was sent Service Solution who will call me to schedule the appt. To fix.Desired Settlement: Stand behind contract

Business

Response:

The initial service call found an electrical issue and once that was corrected, the HVAC vendor was dispatched. The HVAC vendor found that the compressor needed to be replaced and as of 5/21/15. the compressor was ordered. Once the part this part is available for pick up the vendor, they will contact the homeowner t schedule repair.

Consumer

Response:

On Tue, Jun 9, 2015 at 4:24 AM, [redacted] wrote:Service Solutions came out on 6/4/15 and replaced my AC compressor. Issue resolved. Thanks,

Review: I have attempted to resolve my issue via telephone with HSA Home Warranty, however I never can speak with anyone as the wait times are in excess of 1 hr. Today, I waited 1hr, 7mins before I hung up. I cannot spend my entire day on hold!!

I had repairs completed to my boiler heating system in February and have yet to be reimbursed. I have emailed and faxed the paid invoices as the heating company I used would not direct bill HSA. So far, I am waiting to be reimbursed $89 for the service call and $376.65 to replace the pressure reducing valve.

This is not my first complaint about HSA as I have called them for prior repairs (plumbing) and it took several months for them to reimburse me. I don't understand how a company can have such poor customer service.

In my opinion, having HSA as your home warranty company is a joke. Why have this protection in your home if HSA is not going to honor the warranty and pay the claims?Desired Settlement: I am seeking payment of $89 + $376.65.

Payment of interest would be nice, but I know that won't happen....

Business

Response:

The failure to the PRV was a denied claim as the failure was caused by lines being frozen due to the unit being shut off. This is not something that HSA provides coverage for as it is not normal wear and tear. HSA has sent a check for $89 on 5/28/15.

Business

Response:

After further review, HSA will reimburse the homeowner $354.01 for the PRV replacement. The check will be mailed out tomorrow.

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: HSA Home Warranty, [redacted]

I recently moved into a new Home which had a HSA Home warranty. I filed a claim on 5/25 when we determined that the hot water heater had failed. To file a claim was relatively quick and we had someone out from Triangle Plumbing (local recommend plumber) and they also determined the hot water heater required replacing. After the claim was filed, the HSA company have not contacted me after repeated attempts. I finally submitted a request over Twitter, of all options, and received a call back. [redacted] called me back and stated that there would be $918 in additional charges for this claim to replace the hot water heater (none covered charges). I requested a formal quote which I never received from HSA or the plumbing company after repeated attempts. I finally requested a cash payout for the claim and asked for the typical coverage for a 50g gas hotwater heater with installation and was told by Benjamin that it is typically 400-500 plus an additonal 135 coverage for labor. I requested that we determined the exact price of the hot water heater from the plumber and received an email back from Benjamin stating that they would cover $396 dollars for installation including the price for hot water heater. This was much lower as previously stated and I suspected that Triangle plumbing had inflated the price, in other areas of the quote, so that when a cash claim is request they pay very little (less than the contract itself $490 + $75 already paid for the service visit). I called another plumber who provided a quote for the hot water heater and it came in at $614 dollars. He stated that there was no way that the hotwater heater was $311 which the HSA company provided. I have not been able to get the make model from HSA after multiple attempts, in fact was mislead to believe that the plumbing company determined the price of the hotwater heater. After calling Triangle Plumbing they said that the HSA warranty dictates the price. Therefore, the plumbing company inflates the prices of all other items to make up for what the HSA warranty company will not cover. This is company is a completly misleads the consume into thinking they truely are covered. They have no intention honoring thier end of the contract. They have since ignored all my attents to contact them after escalting the claim and I have been with out hot water now for over 5 days. I have an informal quote from HSA back from the plumbing company and email dialog saved for the the entirety of this claim if needed. I also have a quote for another plumber avaiable. I am requesting a fair payout for what the contract covers. The contract itself does not state anything about "installation modifications" and other items that are part of the hot water install itself. I would also like to say that there is not shortage of other complaints similar to mine regarding this company.Desired Settlement: $476 for the 50 Gal hot water heater. $135 for labor. Fair pay out for this claim. I do not trust Triangle Plumbing to do the work.

Business

Response:

A cashout for the amount up to $853.00 of the coverable expenses was approved by HSA on 6/17/15. The homeowner would need to send in a paid invoice for the services provided in order for the reimbursement to be processed.

Business

Response:

The reimbursement check will be mailed out tomorrow, 7/17/15.

Consumer

Response:

On Tue, Jul 28, 2015 at 6:23 PM, Gmail <[redacted]> wrote:I received a check from the company today. Please close out this ticket and thanks for keeping it open until it was resolved.

Review: HSA sent a contractor out to install a new AC for our rental home. The contractor unplugged a sump pump which cause flooding in the basement. Contractor is refusing to fix damage and denying any wrong doing. I have filed a complaint won this company as well. Desired Settlement: Money that we have put out to fix damages.

Business

Response:

HSA apologizes for the inconvenience on this claim. However, our vendor management team have spoken with the vendor and unplugging the sump pump is not something would have needed to be done for an air conditioning unit replacement.

Business

Response:

A supervisor has called the homeowner and given them the service provider's liability insurance information.

Consumer

Response:

Review: On 06/12/14 I notified HSA that my HVAC system had quit. They informed me that they would notify there suggested vendor in my area and I told them that I already had a company coming out to look at the system. They said that was ok but, there could be a price difference between HSA's vendor and mine. It was hot and I wanted it fixed and I said that's fine. My vendor came out and said the compressor and the dual capacitor was out and he does not replace just the compressor because it is half the price of a new system and my system is 8 years old and takes the old R22 freon and it is expensive to get. I told my vendor to replace the unit. My vendor notified HSA and the ball was rolling. After 2 weeks I notified HSA and they are going to pay me $695.00 for the compressor and the capacitor. The blill to replace the system was over $9000.00. HSA informed me that $695.00 was what there vendor quaoted for the job. I called HSA's vendor and he told me that HSA never notified him and that he would not replace just a compressor because it was half the price of a complete unit. So I guess what I'm trying to figure out is my vendor and HSA's vendor both said that the entire system needed to be repaced so, where did the $695.00 price come from and it is not half of $9000.00.Desired Settlement: A check from HSA for the amount that there vendor would charge to replace my HVAC system.

Business

Response:

HSA has service contracts with set pricing with the affiliated vendors. HSA did not need to contact the affiliated vendor, because those prices for the services on file. Per the HSA contract, HSA has the sole right to determine if items will be repaired or replaced. In the case, HSA would have replaced the dual capacitor and the compressor, not replaced the entire system. The set pricing we have for those repairs are $90.00 for the dual capacitor and $625.00 for the compressor (both are parts and labor). The total price of the repair is $715.00 minus the $75.00 deductible equals $640.00 for reimbursement to the homeowner. When the claim was filed, the homeowner was advised that HSA has set pricing with their service providers and that the homeowner would be responsible for the difference in the pricing.

Consumer

Response:

Review: I purchased a home warranty plan in December of 2102. I paid $41/month. On three seperate occasions over the past 2 years I contacted them with a problem. The first time, I never received a call from their service provider as promised. I took care of the problem myself as I didn't have time to deal with them and it wasn't a very expensive fix. The second time, a month ago, I contacted them with an emergency plumbing problem. No answer by phone after waiting on hold over 45 minutes. I sent the request via email and was forced to find my own plumber who will come out and do emergency service on a friday night. I paid for this out of my pocket once again. Five days later, on tuesday, their service provider finally called me. By then my house would have been flooded. I submitted the claim to HSA and it has not been paid. This weekend I once again encountered another problem with our plumbing. Following all the steps once again, and no answer by HSA or their emergency service provider. Not wanting to pay the weekend service fee again, we shut off the water to the house and went to a hotel. My husband took today off from work to work this out. He finally was able to get an HSA member on the phone who informed him none of these are covered services. I disagree. And if these are not covered services, what is a covered service? I'm very frustrated as they are in breech of contract for the very least not having someone available to call us within the 2 hour window they promise in writing. 2 hours vs 5 days or never is a big difference and a breech of their contract to me. Thank you. [redacted]Desired Settlement: I would like to be refunded for either the money we paid for the non-existent warranty ($41/month times 23 months) or for the plumbing bills (previous bill 425) and the one I am about to incur as the problem is still not fixed at the time I write this to you.

Business

Response:

The homeowner filed the claim online as drain lines and the failure was actually a drain routing failure. The drain line routing option could not be selected as the homeowner's contract does cover drain line routing failures. HSA is unable to assist with this claim and the homeowner has been advised of this. The contract is a non-cancellable contract.

Review: I have coverage with HSA warranty for my home. I had a roofing contractor tell me that the roof ridge vent needed to be secured and the plywood underneath it was warped due to leakage. He stated that it needed pipe collar(s) too.

He also stated that due to the age and condition of the roof, it needed to be replaced. I did know roof replacement was not covered but knew I was covered for roof leakage up to $750. I called HSA a week ago and stated exactly what the contractor needed to do. Because he was not on their vendor list, he needed to contact them. We waited 50 min. on line to get HSA contact. They denied the entire claim. I spoke to an acting supervisor who was very short with me and just wanted to tell me the claim was denied .(Anna on July 03) after bantering back and forth she finally stated they may reimburse me for the boot collar, but not the ridge vent. I am reporting them for their poor ability on a supervisor level dealing with customers and for denying a claim from a girl that did not seem to know anything about roofs and my claim. I asked how to file a formal complaint w/HSA and "Anna" initially stated that I could call a supervisor. She did finally give me an email contact. She was very short with me when I asked her to repeat the email because I could not hear her! When I called in on July 02, they told me a supervisor would contact me within ,at least 2 hrs. no one did, so I called on July 03 at 6am to hopefully speak to one. No supervisor was available, but a rep. (Rodney) asked many questions and seemed to know so much more than the young girl who denied my claim. He took lots of notes. I need some help with this issue, otherwise I have paid $200. out of pocket and my roof would still be leaking. It makes no sense having a home warranty.

Business

Response:

The claim was approved for $200 minus the $75 deductible for a total of $125. HSA needs a copy of the paid invoice to process the reimbursement. The homeowner can fax it to ###-###-#### or email to [redacted].

Review: Contacted HSA regarding a warranty claim on a hot water heater. I was told to contact any plumber of my choice that HSA did not have a plumber to refer. I had a plumber from Benjamin Franklin assess the issue and was told I needed a new water heater. Before this plumber could start on the replacement he needed to speak to an "authorization specialist". After being on hold for 30 minutes the "authorization specialist said the amount was too high. Not only was it a total waste of my time, the plumber's time, I am now without a hot water heater. I would like to be reimbursed for the premium paid to HSA for a warranty that provides us nothing.Desired Settlement: I would like to be reimbursed for the premium paid to them for a service that provides no coverage.

Business

Response:

The claim was approved on 7/10/15 for the amount up to $1325.00 and the homeowner was left messages regarding this. HSA would need a paid receipt for the replacement of the water heater to reimburse the homeowner. This can be faxed to ###-###-#### or emailed to [redacted]

Review: My washer broke a month ago a technician was out 2 days later. He indicated that my washer needed a lid switch and it needed to be ordered (at that time I paid the first 100.00) and he would come back and install it within a week. Two weeks later I called the service directly and asked the status-they said he would be out that Wednesday. I left wprk early and got a text from the company (Universal one) indicating that the driver had broken down and they would have to reschedule. He came out on Friday and installed the switch, washer still wouldn't turn on. He said it was an electric issue and I would have to call HSA and have an electrician come out. I called HSA, told them the story and they had an electrician come out who confirm that something electric needed to be replaced. He replaced it within 30 minutes, but I had to pay ANOTHER 100.00 to the electrician. I don't think I should have to pay 2 times for a mistake made by the initial technician. The problem was always electric and never a lid switch. I have made multiple attempts to get a hold of this company with no luck getting someone that would help me.Desired Settlement: I would like a refund of $100.00.

Business

Response:

As one failure was with the washer lid and one was the outlet that the washer plugs into, there would be two deductibles due. Per the contract, on page 4, number 3. Customer Service: TRADE CALL FEE: ????you are obligated to pay the $100.00 trade call fee or the actual cost to repair/replace, whichever is less, for each separate? trade call. A trade call means each visit by an authorized service contractor for a single trade (plumbing, electrical, appliances, heating and air conditioning and pools/spas). If multiple visits required to remedy the same problem, you are only required to pay one trade call fee. Since it was two separate failures, two separate trade call fees are due.???????????????

Consumer

Response:

As I stated in my initial complaint-the lid to the washer was never broken. Awful customer service-took this place a month to remedy a simple problem. Tried to get through to a supervisor for 3 days about this issue with no luck.

Review: My furnace has not worked properly for a month. I have a 4 month old baby at home and my house is freezing. I need someone sent out to fix it. They have sent the same company four times, it is still not fixed. I cannot get through to the warranty company to ask for a new company to come. I have faxed and called multiple times over the past two days. When I did get in touch, once, they tried telling me it's a different issue and not covered. It's the same furnace not working. I believe the whole thing needs to be replaced but they aren't doing that. Instead they keep trying to fix things and it's not working. My son is freezing. Please help.Desired Settlement: I want my furnace replaced

Business

Response:

HSA understands the customers concerns in regards to the furnace. The first failure was for a defective capacitor and that claim was approved for replacement of the capacitor. The second claim the technician did not find any failures with the furnace but did indicate the ductwork needed cleaned. The last service call visit the technician found multiple parts failing, control board, thermostat, limit switch and a hot surface ignitor. HSA has approved the claim for those repairs and given the vendor authorization to proceed. Thank you.

Consumer

Response:

I'm writing to warn home owners that are contemplating purchasing a policy from HSA to avoid using the company at all costs. (1.) It is nearly impossible to get timely service from this company since one literally has to hold for 30-45 minutes every time you call them. It almost seems like they are purposely understaffed to avoid fulfilling their insurance responsibilities. (2.) Even when you make it through the wait time, 50% of the time the the issue is NOT resolved (3.) HSA has contracts with sub-standard tradesmen that you are obligated to us.