Home Security of America, Inc.

Review: I called HSA to report a slow drain in a bath tub. They sent a plumber company called [redacted]. The plumber said the mechanism that open and closes the drain of the bathtub was broken (lever) and that it wasn't covered in the insurance. I offered to pay for the part and the labor needed and he denied he said he needed to follow the procedure and ask the insurance company if the part was covered and charged me $75 for the diagnostic. The insurance said it is not covered and now [redacted] says they don't do this type of job. HSA IS ONLY A DIAGNOSTIC COMPANY THEY DON'T REPAIR THEY SENT TECHNICIANS TO TELL YOU EVERYTHING IS NOT INCLUDING AND YOU OWE $75 FOR THE DIAGNOSTIC. AND [redacted] ARE LIARS A PLUMBER DOESN'T CHANGE A TUB FAUCET? THEN WHO DOES THAT?

I CAN BUY THE PART AND THEY NEED TO SEND SOMEBODY TO INSTALL IT AND FIX MY PROBLEM I ALREADY PAID FOR ONE HOUR OF WORK AND THEY DIDN'T DO ANYTHING.Desired Settlement: I CAN BUY THE PART NEEDED. THEY NEED TO SEND A PLUMBER TO DO THE JOB AND I WON'T PAY AGAIN. I ALREADY PAID FOR ONE HOUR OF PLUMBER JOB. AND ALSO I ALREADY PAID FOR ONE YEAR OF HOME INSURANCE.

Business

Response:

When the claim was filed online, it was set up as slow drains which does have potential coverage depending to the cause of the failure. The technician found the failure was actually with the trip lever and not the drain itself, which is not covered under the warranty. The claim denial stands and the $75 deductible is due for the service call.

Business

Response:

HSA will refund the $75 deductible to the homeowner as a service gesture. The check will be mailed out tomorrow, 11/17/15.

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. However, I would advice HSA to pay more attention to the claims. Try to resolve problems, not walk away leaving us with the problem unresolved. The key is to keep customers not to let them go because they are frustrated and unsatisfied. If we have this type of insurance is because we don't have any other help available, I was counting on you. And you let me down. Don't do this to other people.

Regards,

Review: We replaced our central air unit. Used the company that HSA required. Sent all invoices they requested (twice)

they have not sent us the refund due us. They keep saying they have not received a zero or paid in full invoice.

I contacted [redacted] They also sent invoice in August. They were to call HSA on 10/14/2015 and call me back, they did not.

I have talked to so many people at HSA and have done everything I was told, but someone else keeps requesting the same thing. I have even talked to people who found the paper work as we were talking. The last person who contacted me (by email) was [redacted] requesting the invoice yet again. I responded but have not heard anything from him. I can only send them what the company ([redacted]) gave me.Desired Settlement: I want the money due me.

Business

Response:

HSA is having an associate contact Affordable for the needed information, so that HSA can issue the homeowner the refund of $370.85. The homeowner will be contacted as well.

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: I have had an open water heater claims since Aug/2015. HSA dispatched a plumbing Co to come out to look at water heater they showed 4 hours late and then messed with heater causing it to leak more and then advised they come back in 3-4 days to replace. I called HSA to complain and they advised me that has to go threw an approval process and my leak was not bad enough to worry. I told them I was going to find my own plumber and send them the bill. I hired my own plumber and paid out of pocket $885.00 to replace my water heater. I submitted my receipt 9/29/2015 by email and every couple days I call to check status I get told it takes 21 days and there is no update. I never get a callback like they promise. I want my refund.Desired Settlement: I want my refund of what I paid to replace my water heater.

Business

Response:

HSA did advise the homeowner if she used her own vendor that HSA would adjust the pricing to what their vendor would charge for the same repair. The approved amount that HSA will reimburse the homeowner is $632.30. The check will be mailed out tomorrow, 10/30/15.

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: On February 29, 2016 my husband contacted HSA due to the fact that our dishwasher was not functioning properly. HSA complied with the warranty and sent a contracted company to diagnose the issue with the dishwasher on March 4,2016. The contractor concluded that our dishwasher needed to be replaced. As of March 9, 2016 we had not heard from the warrant company and took it upon ourselves to contact HSA. The women in which we spoke had no knowledge of the status of our claim and asked for the same information that was collected from the contractor that diagnosed our dishwasher. My husband provided the information and was told that we would be contacted within a "couple days". On March 14, 2016 we still had not been contacted by HSA to rectify our claim. My husband spoke to several customer service representatives and relieved several different responses to our claim before being transferred to [redacted], the supervisor. [redacted] notified us that we needed to provide a picture of our dishwasher to receive a comparable model. Our township had "white goods" the day before and we had our dishwasher removed because these items are only collected once every two months. [redacted] then gave us a model number to search in the GE website that he felt was comparable. This model was nowhere near comparable to the model in which we had previously. [redacted] resubmitted our claim and promised to contact us today to rectify the situation, this did not happen. Again, for the fourth time, had to sit on hold for over an hour to contact HSA because we were not contacted. [redacted] offered half of the cost of our previous dishwasher in which we would have to pay out of pocket and submit the receipt or take the dishwasher that he felt was comparable. This is not an option, the warranty was paid and the company should replace our dishwasher with the same model in which we had according to the contract in which was created. We have had a horrendous experience with the customer service team at HSA and would like to sever ties with this company completely. We have young children and full time jobs and do not have time to be given the "runaround" by this company. We followed all the rules of the warranty contact and expect them to do the same. Since they are not fulfilling their end of the agreement, we feel as though we deserve a full refund of the services that were not provided but in which were paid.Desired Settlement: We would like a refund of the home warranty purchase price and a refund of our seventy five dollar deductible within a timely fashion.

Business

Response:

HSA apologizes for the customers experience. The contract is not cancellable in the state of PA. After further review of the model # from the customers old unit HSA did quote like kind and quality to the features of the manufacturers specifications. HSA would maintain the authorization of the reimbursement of $ 499.46 for the cash in lieu reimbursement. Thank you

Consumer

Response:

Worst company I have ever had to deal with. I have been without ac for over a week in 90+ degrees with Missouri humidity. Ridiculous hold times(3 hours), rude associates on the phone who just transfer you. I feel sorry for older people or single moms who depend on these warrantees. This Company should be shut down and regulated like the car warranty companies have been.

Review: I used my Home Warranty to fix an air condition unit problem Back in may 25 2014. They sent [redacted] (something cooling and air.. some company name [redacted]) they changed the dual capacitor and I paid After the first attempt (and paying $75.00) Now August 3, 2014 the same situation is occurring. they tried to locate [redacted] - however they are on hold.. and cannot be called in..

HSA sent a new company - he came out and added Free-on - took it out.. and added again.. and took out -

he left stating that I could call back if this happened again -

It wasnt fixed - I called within minutes after he left - (left a voicemail - as it was after hours)

called first thing in the following morning - to get a rude lady - to say I had to do ANOTHER CLAIM

So.. after many attempts to get this resolved- they say I may have to pay YET AGAIN another $75.00

my issue - is I called in may - now in august - now AGAIN in august. and I have now paid $150.00 and the issue has not been fixed. How many times will they send someone to FIX this issue and charge me $75.00

Now they are saying - 1) it wasnt stated to be a recall (so we had to fix that. after I had to call in)

2) have to pay another $75 for a possible new issue.

Just now got off the phone with them and were again rude.. breathing

I took half a day from work yesterday - I cannot continue to take time off and pay $75 for every visit. worked for 2 months -

im getting an excuse that 30 day for labor and 90 day for the part

I pay enough a year and now $150 - that should cover another issue.

I first spoke with an agent - a young guy.. asked for supervisor - - her name was ana She was absolutely rude and stated that I signed the agreement.. and that is what it says.. I KNOW ther ehas to be a way to waive $75.00 since its still not fixed and I calle dback the same day.. for no "NEW ISSUE"... he should have stayed there to fix it period..

then I asked for her supervisor.. Amanda.

I called back and spoke with Lou - added my husbands name..

He called back spoke with [redacted].. she said he wasnt added.

I called back spoke with Ashley she stated he was on.. I did a three way call..

then spoke with Adjuster Authorization - [redacted].. absolutely rude... even when I tried to get my husband to stop callin her Dave.. she kept breathing heavy.. as in disgusted..

I want my refund.. and my unit fixed.. and I wont pay another $75 for a "new " Issue.. since nothing was done yesterday.

HSA keeps telling me that they have not received the report from the repair people... however, I have a receipt in had. where I had to pay my $75

HSA says - he should have called first - to see if it was covered under warranty - if that is the case - they shoudl have had report= but since he didnt.. I sure want my money back as he didnt do proper protocol..

HSA then says = well. companies do things differently

SO which is it.. do they call to get authorization code? or do they jsut turn in report? either way - unit is still not fixed.

I asked = simple english. to ALL THE ABOVE MENTIONED ASSOCIATES - IF.. IF... the part is the one that is still not working .. do I get my money refunded.. (90 day part warranty ) ..

No one could answer yes or no.. it was horrible.

Second= what about the second visit.. will be under warranty - if he didnt replace anything.. or make any adjustments??? that is not going to help me..

There is still no report= its now 12:08 pm after day after he worked on it.. after I called immediately.. left voicemail..

and the chance.. of new issue (of course it is a new issue.. since.. its not fixed) I will have to pay another $75 to have it fixed..

I dont think so..Desired Settlement: I want my second $75 dollars for the second visit - that didnt repair my unit since I called immediately ... and I dont want to be charged another $75 .

I want my either 1) my unit replaced or 2) fixed...

I have already taken two days to wait for the repair people as they are worse than the cable people time frame.

Business

Response:

The $75 deductible is due on the 8/3/14 claim that was filed as no failure was found by the technician. The claim that was filed on 8/5/14 has been set up as a potential recall. If an approved failure is found, then the deductible will be waived.

Review: I am trying for more than 2 weeks to work thru HSA Home Shield of America- home warranty- to get my shower drain that is clogged- fixed. I just bought the house, bought a home warranty, and cannot get resolution to the problem. The plumber came but could not snake the drain because he had to wait 2 hrs for an approval. Then he quit. A week later a nice manager came by, but snaking did not work. He left to request authorization to do more, and was REFUSED.

SO now I am stuck with a bad drain and no resolution after paying almost $700 for a Home Warranty. I just got disconnected after waiting 15 min on hold. Then held another 20 mins, talked to someone, put back on hold for 30 mins to another dept. Very poor customer service. Their online forms do not allow for followup on existing claims.Desired Settlement: Get a plumber out here fully authorized to fix my drain!!!

Business

Response:

HSA is dispatching another vendor for a second opinion. The homeowner will need to call [redacted] at ###-###-#### to schedule the appointment. HSA will waive the $75 deductible for the second opinion vendor to come out to the home.

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 AFTER SEVERAL MORE DAYS OF WAITING and an initial unsatisfactory problem with the 2nd plumber. I did call the 2nd Plumbing company HSA had given me to, but they didn't have any HSA approval or any notice of my claim at all yet. But several days later, they called, made an appointment, and yesterday (Tuesday, 23 days after my initial online request for service from HSA) the plumber came for visit #3, and the drain was fixed. So YES, the issue is fixed. I still rate HSA 2 stars only (would be 0 or 1 star except that they got the issue fixed finally). I understand that the horribly awful phone queue that customers need to wait in is similar to what the contractors have to wait on, to get HSA approval for "actions". It's like- you're bleeding to death on the floor, but the EMT will wait until the evening, do his calls and get his approval to put on the tourniquet. And I'm told it has to be 1 phone call per claim, so these contractors are waiting hours in queue to handle several claims. HSA should have a list of the most frequent problems and fixes, and pre-authorize those common acceptable fixes. It would cut the # of contractor visits and calls in half. I could never recommend HSA to anyone at this point just on the basis of their horrible phone queue, where you DO get disconnected, and you DO get sent to another dept on another queue. Horrible!!So yes, they addressed my claim. That is done. But the overall experience still hurts. I totally recommend that HSA re-engineer their phone claim and contractor contact organization and process.

Review: I live in [redacted] in triple digit heat at this time also, I'm a senior. I was told by employee in the company's authorization department that Air Conditioning Unit would be replaced and was given the amount of my out of pocket cost.

My Air Conditioner went out on June 29, 2015 and was reported to HSA the next day. Air Pro-Master was sent out and the service man said my compressor needed to be replaced. On Thursday July 2, 2015 I spoke with a employee in the authorization department explaining the difficult living condition I was in. I believe this employee did everything necessary to provide me with a new unit or compressor and relief from the 95/96 degree heat in my home. I was told the dollar amount in the difference was so small they decided to give me a new unit. She told me to call [redacted] the next day Friday July 3, 2015 to see when they could deliver my unit. I called [redacted] the day their employee told me HSA notified them that they would provide a new compressor but that if HSA had authorized a new unit they could have installed it on 7/3/15. Also, a compressor could not be ordered until Monday, July 6,2015 and it would take them about five days to obtain.

I then called HSA spoke with a woman in their authorization department and was told "YOU NEVER TALKED TO NOBODY ABOUT A REPLACEMENT UNIT" WHY WOULD WE DO THAT, IF WE REPLACED THE UNIT YOU WOULD HAVE AN OUT OF POCKET CHARGE. THIS WAS A DIRECT ATTACK AND I WAS STUNNED, TOO HOT AND WEARY I WAS ALMOST IN TEARS I DIDN'T CHALLENGE HER.Desired Settlement: I want to be comfortable in my home with a new unit as promised and as soon as possible.

Business

Response:

HSA apologizes for the delays with the equipment order through the manufacturer. HSA will refund the homeowner her $55 deductible as a service gesture. The equipment has been and the vendor was notified of the pickup number. They will be contacting the homeowner to schedule installation.

Review: Issue #1: February 2015 Plumbing repair requested for issue with whirlpool tub, vendor couldn't service the tub until JUNE 2015. At this time HSA states the repair isn't warrantable. Its a diverter and they consider this 'after market' in the mean time the vendor couldn't schedule with me, I phoned HSA approx 3X, each spending an hour at least on hold. The part is not after market, my contract states that hoses are covered. This issue resulted in multiple lost days of work, hours of frustration on the phone with no resolve and damage to my home because of the leak in the diverter valve.

Issue #2: June 2015 HVAC problem reported of air conditioning not working well. Vendor dispatched misdiagnosed the error, reporting a clogged media filter (the filter was less than 1 month old). The vendor never checked the outside unit and NEVER RETUNED PHONE calls to reschedule during the 30 day period that service and labor were covered. This resulted in multiple phone calls to HSA, another several hours on hold as well as several missed days of work for technicians and increased energy bills. Eventually, at vendors choice I had a technician come out to accurately diagnose the failure in AUGUST, and HSA insisted I pay another deductible.

Issue #3: November 2015 Refrigerator repair requested as only half was cooling. The first company didn't service SubZero, phone HSA, hold for 30 minutes, to get another vendor. Vendor makes a diagnosis of a failed thermostat and evaporator coil(missed day of work 1). The part is ordered from HSA, arrives damaged to vendor (missed day of work 2, since company didn't check the part until just before the appointment). New part is reordered. Technician comes to replace and with in 48 hours the ENTIRE REFRIGERATOR is non functioning at all. This results in $200 of food thrown out, prescription medications being thrown out and the vendor can't come back out for 6 days. The repair company and HSA couldn't so much as offer an apology for the loss of food or medications. FINALLY after my 3rd phone call of the week to HSA -totaling over 3 hours- I have a CERTIFIED SubZero technician come to appropriately diagnose a failed compressor, thermostat and an incorrectly installed evaporator. Heres the issue: either HSA sent a part that THEY KNOW isn't appropriate for this appliance, or Mr.Appliance FRAUDULENTLY stated they replaced the thermostat because IT WAS NEVER REPLACED. The thermostat was THE SAME one that came with the refrigerator. The technician obviously had no business touching this appliance as he couldn't install the evaporator correctly. THIS resulted in a third day of missed work, over an hour on hold to get the claim approved, and over $2,000 OUT OF MY POCKET to the certified vendor.

These incidents are inconveinencing enough, HSA has GOT to get a hold on the outrageous wait times, boost the customer service training and stop with the unqualified and crooked vendors.Desired Settlement: Issue #1: service needs to be warranted and HSA needs to ONLY dispatch responsible providers.

Issue #2: service needs to be warranted and HSA needs to ONLY dispatch appropriate, qualified providers.

Issue #3: the claim should be paid ASAP, the provider needs to be contacted and responsible for the FRAUDULENT replacement of the part, and HSA needs to only dispatch qualified providers. Refund for the spoiled food because they dispatch incapable companies.

Business

Response:

HSA apologizes for the customers inconvenience and long hold times. HSA has reimbursed the customer in full for the covered repairs to include reimbursing them for the $100.00 deductible that would be have been applied to the claim. $2045.00 will be reimbursed on 12/28/15 and mailed to the customer. Thank you

Review: My mother in law has a contract with HSA Home Warranty, and the condenser in her Heat Pump seized Saturday night/ Sunday Morning. It got very hot in her house, and for two days she tried to contact HSA, but could not get through. I tried as well all day Monday, and only got a busy signal for the majority of the day, finally getting to the computer answering service Monday evening at 7:40PM. I chose the option to start a claim, and the answering machine said my call would be answered in less than 10 minutes. It's 30 minutes later, and nothing but elevator music.

My mother in law lost hope that she would ever get through and was tired of living in 80+ degree house, so she called Mowery Heating and Cooling. They told her the best option was to replace the old 15 year 10 SEER seized condenser with a new unit. Since she couldn't get a hold of HSA for two straight days, she decided to go with their recommendations and replace the old system to a new, 14 SEER Lennox unit at a cost of $8,000+.

It is entirely unacceptable to force an elderly woman to live without air conditioning for two whole days. However, this was the only option offered by the HSA group given our inability to reach them and their very poor response time once the line was actually connected. I can only assume it is a tactic of the home warranty group to avoid actually paying for customer claims. This is a deplorable business practice.

As a retired woman, my mother-in-law lives on a fixed income and does not have extra money to fix costly home issues that SHOULD be and ARE covered by her home warranty (for a home she purchased less than a year ago!). While the entire cost of the repair may not be covered by the home warranty, $1425 is not a small amount of money to her and should not be paid out of her pocket when she has a home warranty to cover such expenses.

I also find it annoying and inconsiderate that the only way to air such grievances with the company is through Revdex.com as the company itself is impossible to contact! My wife and I have now spent several hours of our evening trying to contact the business and filling out this complaint online. I certainly hope HSA Home Warranty becomes more customer-friendly so others do not have to suffer through similar situations.Desired Settlement: We have a contract that they will pay for up to $1500, minus $75 dollar claim fee. I want them to either fix the unit on Tuesday, 23 June 2015 (the new unit will be installed Wednesday morning) or pay Barbara $1425.

Business

Response:

HSA would like to assist the homeowner , however they would need an address or contract number please.

Consumer

Response:

Review: Home Warranty is not being honored because the company will not answer the telephone when I call to report the issue. I've held for 2 hours so far

The company provides a toll free number, when agent answers they transfer you to or provide another number for the contractor to report issue. We have been on hold for over 2 hours and no one answers the phone.Desired Settlement: Since this company is not equipped to answer the phone and handle the warranty coverage I request a full refund of the $588

Business

Response:

An associate will contact the homeowner to obtain the vendor information so HSA can call them directly to get the diagnosis of the failure.

Business

Response:

An associate will contact the homeowner to obtain the vendor information so HSA can call them directly to get the diagnosis of the failure.

Review: bought house with home warranty from hsa- have claim-company not responding to calls or emails.conforming all other complaints on the web about companyDesired Settlement: company is required to pick up phone or respond to emails when there is an claim. I do not know how to proceed with the claim without have spoken to a representative of the compamy.

immediate contact through company and pay claim

Business

Response:

HSA apologizes for the long hold times. The claim was filed and the homeowner was advised of the coverable amount. He was given the information on where to send the paid invoice for reimbursement.

Review: We purchased a home warranty through HSA Home Warranty in February when we purchased our home in [redacted]. The weekend of 8/16 our air conditioning system stopped working. I contacted the company that serviced the system for us and the prior owners. I later called HSA to file a claim because at first it didn't occur to me to do so. They didn't allow for Sunday work (which is not clearly stated in their contract) but I could live with paying the extra expense and had the compressor replaced on Sunday 8/17. Two days later on 8/19 I noticed that our house was not keeping as cool as we normally keep at (72) but was at either 74 or 75. That had not happened all summer no matter how hot it became. We are about to get a heat wave of 90 plus temperatures. The fan on the unit outside on Tuesday night stopped running and would occasionally kick back on but continue to stop running. I called and made a claim with HSA and contacted their HVAC vendor to schedule an appointment. I shut the system off to not cause further damage when it shut off. Their tech came on Wednesday 8/20 and looked at the system. I had my parents turn it back on shortly before he arrived. Since the system was able to run while he was there HSA would not appove any work on the system even though in his experience he believed the fan motor was bad. I called the company I had service it on 8/17 and they said based on my description of events it was the fan motor. I called HSA several times and they told me that until the tech saw it not working they would not approve the claim. Both their tech and the other companies told me that in this situation the fan motor can stop for awhile and come back on later. In other words I'm stuck in limbo and can not get a claimed approved unless the tech is at the house the exact time it stops running. So I am left either keeping sytem running risking damage to my furnace and other aspects until the system completely breaks or paying the $450 cost to fix it out of pocket.Desired Settlement: I would either like my claim approved or a refund of my home warranty fees.

Business

Response:

The claim is approvable and an authorization associate will be contacting the homeowner to review his options.

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 on this part of the matter is acceptable. I have filed a second compliant on this matter in regards to a false claim in my contract that repairs will be made within 24. I do want to point out their policy put my system at further risk of damage

Regards,

Review: We moved into our new home in Feb of 2015. Our fridge did not work and we asked HSA to send someone out to fix it. It took them a few days to send someone out. They first came out to inspect it. Then came back a week later to add freon. A month later the same thing happened. And they came out again to inspect it. Then they said it was the coils. So we had to wait a week for them to order the part. Then they came out and replaced it. Two months later the fridge broke down again. This time they came out and said it was the inverter compressor board. Once they got the part, a week later, they came out and replaced it. It still does not work. We have been without a fridge for two months. We have been spending money eating out and wasting food every time it breaks down. We have so far wasted over $500 on food and this does not count the cost of us eating out every day, several times a day.

Every time we report a claim, we are tossed from person to person and their solution is to have their ABM technician come out and inspect it again. We spend $75 each time they come out. We spent money for no reason. The fridge was never fixed.

Every single time we call we have to wait over an hour for someone to answer our call. We have to take time out of work to stay home and wait for them to show up and hope they fix the fridge.

This has been a problem since we moved into our new home and we have had enough. Their customer service is terrible and this is no way to treat someone who is paying them!

We need a new fridge. We cannot continue living like this.Desired Settlement: We want a new fridge.

Business

Response:

The homeowner has called into HSA and filed a claim for the refrigerator and a vendor has been dispatched. Per HSA notes, the vendor has an appointment scheduled for tomorrow, 9/25/15. Once HSA has the diagnosis from the vendor, HSA can review options with the homeowner.

Consumer

Response:

This company is a joke. I am very upset. On Friday Sept 25, 2015, AMB appliances came to our home and all they did was add MORE freon. Keep in mind they added freon back in Feb 2015. Freon should last over ten years! not less than ten months! Yes the fridge is cooling down for now, but in about a month or two it WILL break down again. I know this because every two months we've had to have HSA send out someone to fix this fridge. Every time we call, we have to wait over an hour to get a hold of a rep over the phone and get tossed around and no one cares to answer our question or to help us out. Every time we call they send over ABM appliances and AMB does not want to admit they cannot fix the fridge because they are afraid of losing HSA as a customer. It's time HSA does their job and replaces this fridge. We are willing to wait until it breaks down again, but we request to have them state in writing that they WILL replace the fridge if it breaks down again. Please keep in mind that this fridge has broken down on us 3 or 4 times already and we have wasted so much money on food. Not only that, but we have wasted so much money on eating out and HSA refuses to compensate us for our meals or for the food that we have lost. They are being extremely hard to work with. HSA also claims that they never put freon in our fridge, but we have a receipt from AMB dated back in Feb 2015 when they first came out for proofF

Business

Response:

HSA has set up a recall claim on 9/29/15 with a different vendor with the deductible waived. Once HSA receives the diagnosis from the vendor, they will contact the homeowner with status.

Review: My A/C unit had a leak in it and has been broken since May. I filed a claim with HSA on May 28th and have had a terrible experience working with them.

First, they provided me with names of air conditioning repair companies that no longer honor their warranties. It was an extremely time consuming process calling these companies and HSA, because it takes at least a half hour to get through to an HSA representative.

After finally getting someone from [redacted] to diagnose the issue, it took HSA another week to approve and order the parts.Unfortunately only half of the parts arrived to [redacted] a week and a half later. There was supposed to be another box of coils that never arrived from the distributor that HSA was using. I checked in with HSA a few times during this period to make sure the shipment was on schedule and they said that everything was ok. Once we realized that a package was missing, they said that they didn't have any tracking on the shipments and they would work with their Parts department to try to figure out where things were.

I called every day from June 23-27 to see if they had any news on where my package was. Every day I spoke to a different representative who did not have any new information and told me that I was not allowed to speak to the Parts department directly. I had one representative tell me that HSA isn't accountable for the parts delivery after they order them, and another tell me that there was nothing they could do. Finally, after pleading and begging with one of the representatives they were able to give me the name of the distributor who mishandled the shipment. I was forced to have [redacted] call the distributor to find out what had happened (something I think HSA should have done).

Hopefully the parts will arrive sometime this week and I can get the unit repaired and move on from this nightmare.

HSA has been the most unresponsive, unaccountable, and uncaring company I have ever worked with. Despite many requests, they have done nothing to remedy the situation (i.e. waive costs, expedite shipping, get in contact with the distributor, etc.) I have been without air conditioning for most of the summer and have been living at my parents for the past few weeks because the heat is so uncomfortable. This has been a complete disruption in my life.

I will never recommend that someone gets an HSA warranty.Desired Settlement: I would like HSA to apologize for their lack of service and contact throughout this process. I would also like if they followed up with my order of missing parts and guaranteed their arrival this week (week of 6/30).

Business

Response:

HSA apologizes for the delay with this claim and has placed a call to the service provider to see if the parts have arrived. HSA is also covering the $275.00 in non-covered charges. The homeowner is only responsible for their $75.00 deductible, which should have already been paid at the time of diagnosis of the failure.

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 on the condition that the parts are delivered by next week (week of 7/7/14). If they are not delivered by next week and the issue has not been resolved then I think I should also be refunded the $75 deductible.

Regards,

Review: Have a Water Pressure Tank gone bad. They won't replace it claiming it's not covered. Section A 1.A says they cover items within the Interior of the main foundation, where this tank is located. Section E 2 says interior plumbing covered. After paying out a $100 service fee, they denied repair and proceeded to tell me that this part would not be covered by any plan they have. The part is a Key component to a Plumbing system, it can be used with or without a well pump and definition that I found was : Supplies stored water and water pressure to a household, cottage or small sprinkler system. Used In home water systems where constant flow is desired. They have decided it's part of the well so they don't have to honor the warranty agreement. Even the tech that was sent out said this is normal and it's unusual to see them approve anything for repair. The customer service agent claimed to have tried to get it approved but instead just went to her associates for advice and would not approve the repair. I had to explain to them multiple times what this part is when calling in, so I have no doubt they don't have anyone on staff qualified to understand the issue.Desired Settlement: For them to do their job and to honor the service agreement or by the time this is dealt with a refund on the part as i'm most likely going to replace myself before it's settled less I end up losing a pump due to failure caused by this.

Business

Response:

The homeowner was advised at the time of the call that the contract did not cover the water well system. The option for the water well pump was not purchased. The technician stated that the water pressure tank bladder was failing and the only reason they have the pressure tank is becasue they have a water well. It states in the contract on page 4, number 2. Interior Plumbing: NOT COVERED: ejector/lift pumps; basket strainers, shower base pans, shower enclosures or doors, sinks, tubs, drain tile/French drains, sprinkler systems; water well/cistern; water softener, water filter/purifier, bidets, failures due to salt, mineral beds or deposits; caulking, grouting, or tiles; lines or parts lying within an unheated area; drain line stoppages caused by roots; HSA is not responsible for installing a clean-out or pulling/resetting a toilet to access a drain line stoppage; routing through roof vents is not covered. Also if the water well pump option would have been purchased, the pressure tank is not covered; only the water well pump is covered. On page 5, number 10.WATER WELL PUMP: NOT COVERED: digging new or deeper wells; co-op/shared wells, irrigation/sprinkler wells, windmills, curing water quality, failures from lack of water, drop pipe, tank, electrical supply line, exterior piping or any part of the well that is not the pump; cistern and all “component parts.” The denial of the claim stands as the water well pressure tank is not a covered component under the contract.

Business

Response:

After further review, HSA will refund the $100 deductible to the homeowner.

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 as long as they make it good and refund the $100 as agreed.

Regards,

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.

Review: Hello -- My husband & I recently purchased a home located at [redacted]. In our sale agreement, we were supposed to be given a home warranty for one year, however, this information failed to make it into our closing paperwork from [redacted] of [redacted] on 11/14/14. Approximately one month later on Friday, December 19, 2014, our heater stopped working. This was when we discovered that our warranty information was missing and proceeded to call & e-mail the seller, Tim, for this information so that we could properly take care of the issue. After calls not being returned from [redacted] on a very cold night in PA, we did not want to be without heat all weekend, so my husband, Jim placed a call to [redacted] of [redacted], a well-established and respected plumber in our community who had been doing work on our kitchen. She sent someone out for a service call and upon further review determined that we needed a gas valve conversion kit for our model heater a [redacted]. The total bill including the initial service call was $1,795.00. Being an emergency (no heat in December) and our calls to the seller, the only representation of the company we had at the time going unanswered I told [redacted] to go ahead and order the part and come out and complete the work which she did on Saturday, December 20, 2014.

Finally, we received paperwork for our warranty on December 30, 2014, approximately 45 days after we purchased the home. At this time, I placed a call to HSA to explain our situation & was told we would be placed under a "special circumstance" category, given that we did not have the warranty information at time of issue, even though our warranty was dated to start on 11/14/14. HSA ultimately denied our claim & informed us that they would only cover the part that their plumber (that we didn't have access to) at $246.

On March 3, 2015, I spoke to [redacted] at HSA who informed me that our warranty had not been purchased under 12/23/2014, 40 days after we purchased the home. It was discovered that this is why we did not receive the information until 12/30/14. As a business professional myself, I believe that falsifying records is exceptionally deceiving to their consumers, especially when they do not accept the full claims as given as a result of falsifying such information.Desired Settlement: At this point, we are looking for a full complete reimbursement for the expense that we paid out, as a direct result of the company falsifying our contract & backdating approximately 40 days.

Business

Response:

HSA records show that on 12/11/14, the seller 's agent called HSA to cancel the contract stating the buyers did not want the contract. Then on 12/23/14, the agent called back to make a payment as the buyers now wanted the contract. The contract was backdate to the closing date at that time. As far as the heating claim, when the homeowners called in the claim they were properly advised that there would be pricing adjustments for using their own vendor as the work was already completed. The reimbursement amount stands.

Consumer

Response:

Review: WE provided an engineering analysis for replacement of a new a/c at [redacted] WE made a trip to the residence. We worked up a bid and submitted it to [redacted]. We provided detailed service information to HSA for approval. Home owner stated he wanted a better unit installed and would pay the difference out of pocket after receiving HSA's payment for a standard unit. HSA sent unauthorized equipment to home site and contracted with another HVAC person to install. We lost the business because of their unscrupulous business actions. The selected contractor installed the a/c without pulling necessary city permits and did not bring up to code the install. They agreed to pay us for our work and time. We billed them for $475 and they never paid us. They refuse to respond to us.Desired Settlement: mail us a check for our services that we expensed and then they directed to another HVAC company to install without permits.

Business

Response:

HSA apologizes for the delay in payment. The check will be mailed out tomorrow.

Consumer

Response:

On Mon, Sep 30, 2013 at 3:21 PM, [redacted] wrote:

Received check today!!!!! sorry Thanks

Review: Our refrigerator water/ice dispenser is leaking so badly that we have to keep a towel on the floor below the refrigerator.

Our refrigerator water/ice dispenser is leaking so badly that we have to keep a towel on the floor below the refrigerator. This has also resulted in the ice dispenser not working. HSA Home Warranty initially stated that they would look for the part to the door that the needed to fix the issue. They then told us that they do not cover the door to the refrigerator regardless of the fact that it is preventing the refrigerator from properly functioning.Desired Settlement: We would like the refrigerator to be fixed or replaced as it is not functioning properly and beginning to ruin our hardwood floors.

Business

Response:

HSA emailed the homeowner on 10/14/13 requesting a 2nd opinion and dispatched a service provider. HSA has also contacted the service provider and left a message for them to call us back to advise if they have been to the home or not. HSA is waiting to hear back from the vendor.