Home Security of America, Inc.

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: 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: 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: 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:

This Home Warranty is a complete waste of money. Every claim gets denied. After living in the home for 6 mos, I had a pipe break in my tankless water heater a few days ago. I immediately called HSA and the only company they worked with that would fix could not come until the next day. Plumber indicated that it could have possibly happened from a frozen pipe in the unit, which I found odd because 1 hour prior to the break I took a hot shower, ran the dishwasher and did a load of laundry. Outside temps were in the 20s, inside temp 68, and found it odd that it would freeze and break that close from using the system and having hot water. My contract states that broken pipes are covered, but I found deeper in the contract that frozen pipes are not. Since this break was on a bended part of the pipe,I think it was from wear, not frozen, but was denied by HSA. Repair cost me $250.00 and I just pray it holds and not come home to a flooded basement. When reading the contract restrictions you are hard pressed to find ANY situation that could occur in your home that would be covered. There is restriction after restriction and it almost seems the repair companies they force you use purposly put the ownus on the customer. That way, they get the work and get paid and HSA does not have to reimburse! Since I have no idea what the previous owner did in the way of preventive maintenance I feel any breach of functionality in that short of time should be covered. These warranties do nothing but give the new homeowner a false sense of security with their purchase.

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: 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.

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: 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: 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:

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: 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 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: 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: 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 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.

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.

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: 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: We have a home warranty purchased through this company. On Nov 10th we notified them on a plumbing problem and they assigned a contractor to repair. Per the contract repairs will be made within 48 hours. Their contractor scheduled an appointment for Nov 12th. I took off 4 hours of work to accommodate the plumber and the company canceled the appointment at the last minute. The contractor then rescheduled for the 13th and canceled at the last minute, and then again rescheduled for the 14th and cancelled at the last minute. Fortunately I only missed four hours of work the first day. The contractor stated are warranty is through HSA and all complaints must be handled through them. HSA did assign another contractor, however they would not even discuss with me my lost wages or other compensation. HSA charges a $75 service fee as part of the contract and they should waive that fee.Desired Settlement: Because of poor service by the HSA contractor I was forced to waste 4 hours of my valuable vacation time. HSA should be responsible for reimbursing me for the value of my lost time. At a minimum HSA should be willing to waive the $75 service fee since they did not perform the services outlined in their own contract in the time frame established in the contract.

Business

Response:

HSA apologizes for the first service provider cancelling the appointments. HSA will waive the deductible for the second service provider to come evaluate the failure and the service provider has been notified to not collect the deductible from the homeowner.