Home Security of America, Inc.

Review: I filed a claim for a faulty air conditioning unit almost 3 weeks ago. Because we have had multiple issues with this unit, a supervisor was supposed to handle my claim. After speaking with one and promising to call me back, I heard nothing - I subsequently left approximately 5 messages on the supervisors voicemail, but no one called me back. Every time I asked to speak to a supervisor, the customer service representative said no one was available, but they would transfer me to the supervisors phone number. Not one time did anyone answer this phone - it is obvious this line goes straight to voicemail and no one is actually there. Finally, a supervisor named [redacted] called me and gave me his email to contact him directly. When it was determined I needed a new A/C unit, I emailed [redacted] directly 2x over a 7 day span, and still haven't heard anything. Every time I try to call, there is a 45-60 min wait to speak to someone and there is no ability to speak to a supervisor.

I am trying to get answers and no one is helping. I am looking to speak to a supervisor due to the fact that 1) we have had multiple issues with this A/C unit before (previous claim is the same as this one) and do not feel we should be paying for some of the charges HSA is adding on, 2) no one at the customer service representative level is allowed to make any of these decision.

Please help! This company has terrible customer service and it is apparent they are attempting to wait us out. I have tried to located a corporate phone number, but I am unable to do so as well.

Thank you in advance for your help!Desired Settlement: 1) Billing Adjustment

2) Contact by company!!!

3) Repair

Business

Response:

HSA apologizes for the long hold times the homeowner has experienced and is having a supervisor call the homeowner.

Review: HSA denied claim to have furnace fixed. A week after purchasing the house, the Bryant furnace stopped working (2/3/15). I called HSA who sent [redacted] and cooling out that night and determined the secondary heat exchange had failed. He called HSA to see what would be covered. HSA called me late the next afternoon stating the claim was denied because the particular model had a know default and this did not happen within the week I had the warranty. The local HVAC company with whom the furnace was purchased stated it is not a recall they just extended the warranty for that part. When I asked HSA how a new homeowner would get around this or know the furnace had a know default, she told me to try and get recourse on the previous owner or the home inspector. I asked how that would be possible because it wasn't a recall so there was no need to get it fixed until it malfunctioned and she replied with "this problem did not happen in a week that you've had the warranty so the claim is denied."Desired Settlement: I would like HSA to cover the expense of the furnace repairs. I have already paid the deductible.

Business

Response:

The claim was denied due to the failure to the secondary heat exchanger is a pre-existing condition. Per the service technician, the amount of deterioration to the secondary heat exchanger could not have occurred since the inception date of the contract, which was 1/21/15.

Review: HSA has been extremely difficult and unpleasant to work with when our heater stopped functioning correctly on 12/1/15. We have tried multiple times to have this issue addressed through HSA. The first vendor would not return my calls. I then submitted a second request on 1/4, the same vendor, was assigned and did not return my calls. A second vendor, was assigned. They came to our house on 1/12 and improperly addressed our issue, not resolving or stating the cause for the problem, and charged us $75. We asked that they come out again to take another look, they refused. On 1/14 I spoke with HSA again, and a third vendor was assigned. I called them on 1/15 and scheduled an appointment on 1/19. They missed the appointment and did not show up. I called HSA on 1/19 to request a different vendor to be assigned, but was refused. Instead, I was told by a supervisor that -9 degrees Fahrenheit is not that cold, and to place my two young babies in the living room to sleep instead of their freezing bedrooms. This is obviously not an acceptable solution. HSA is denying to service my claim, and thus not honoring my home warranty.Desired Settlement: Refund of the $450 premium paid pro-rated as on 1/19/16.

Business

Response:

HSA apologizes for the customers experience in regards to their heating claim. HSA is unable to offer any coverage in reference to their heating claim. The service technician reported that there was reduced air flow to upstairs bedroom because of how many bends in the ductwork airflow - not able to reach the area. Technician recommended to add a damper to help assist with the air flow. HSA contract does not cover to add things that are not already there and failing due to normal wear and tear.

HSA would also like to give a gesture back to the customer of the $75.00 deductible payable 01/27/16. Thank you The customer is more than welcome to obtain their own 2nd opinion and have that service provider call ###-###-#### to report their findings to determine coverage under the warranty.

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. Please make the check payable to myself, [redacted]

Regards,

Review: Let me first say that I have had a home warranty through this company for almost three years now. I originally got it when I bought my house and I renewed my contract two more times for the price of $475 a year. I have had a few issues with my house and I have contacted the company every single time. The first issue I had was on 6/19/2014 for an issue with my air conditioner. HSA dispatched [redacted] to my house to check out the issue. According to HSA, Budget had 24 hours to schedule a time to come out to my house. 24 hours went by and I did not hear from [redacted], so I called them. They said they were too busy to come to my house and check out my problem. At this time I contacted HSA again to see if they could send someone else. They informed me that I could find a company of my choosing and they could do the work, but had to be approved by HSA in order for them to cover the cost. I found my own company and they told me I was low on freon due to a leak. He charged my air conditioner with freon and it worked for the rest of the summer without a problem. I had another company charge it since the company HSA dispatched to my house was too busy to come fix my AC. I got it fixed so it wasn't a problem. The second time I used HSA, I had a roof problem. I contacted HSA and they dispatched a roofing company to assess the problem. They came out and said I needed part of my roof redone. HSA approved of the work and it was completed without a problem in about a weeks time. The third time I contacted HSA was when I had all of my issues. I contacted HSA on 5/26/2015 for my air conditioner which was not working again. HSA dispatched [redacted] to come check out my problem. This is the same company that said they were too busy to come check out my problem the year before. This time Budget showed up and said I had a major leak in my system and I had no freon what so ever. The technician said he did not have the time to find the leak, but would pressurize the system and come back later to check it out. He said their receptionist would be in contact with me to schedule another appointment. A week went by and I did not hear from [redacted], so I contacted them myself. Their receptionist told me the technician never mentioned coming back to my house, but she would talk to him and get back to me. Another week went by and I heard nothing back from [redacted], so I called them again. Nobody answered in the middle of the day on a Wednesday so I left a message stating my situation. Another week went by and no one from [redacted] called me back. At this point I decided to contact HSA to have another company dispatched to my house. I called several times but could not get through do to extreme hold times. At one time I was on hold for an hour and 40 minutes before I decided to hang up. After my failed attempts to talk to someone on the phone, I left a message on their voicemail. The voicemail said I would be contacted THE NEXT BUSINESS DAY. Three business days went by and I did not receive a call back. Instead of calling them again and waiting on hold, I decided to email them. I sent them an email and explained the situation and I requested a new company be dispatched to my house. I got an automatic reply back that said I would be contacted in the next 48 hours regarding my email. A whole week went by and I got nothing back besides an email that said they were sorry for the delay in my claim. They said they contacted the HVAC company and they were informed that a leak check was performed and they would get the information back to them . This was on June 17th and I sent my original email on June 10th. I replied to the email and explained my frustration with [redacted] and HSA's customer service. We were almost a whole month away from when I originally filed the claim. A few more days went by and I had not heard back from HSA or [redacted]. I was pretty upset so I decided to cancel my original claim and file a new claim. I filed a new claim on June 22nd 2015. At this point HSA dispatched another HVAC company to my house. [redacted] came out to my house the next day and found the leak in my system within 45 minutes. I explained what the technician from [redacted] said and [redacted]’s Technician told me that made no sense and he couldn't figure out what they did to my air conditioner. On June 25th 2015 I got an email from HSA responding to my email from June 17th. This email was 8 days after my previous one even though they say they will respond within 48 hours. HSA's response was that they were sorry for the delay in my claim and they had dispatched [redacted] to my house. They did not do anything to get [redacted] to my house. I had to cancel my previous claim and file a new one to get them to come out. Anyways, [redacted] came out and found the problem. They recommended that my outside condenser be replaced. HSA contacted me on June 30th 2015 and left me a voicemail to inform me of additional charges that I had to pay in order for my unit to be covered. The voice mail said they were sorry for their extremely long hold times, but they have so many calls and so few workers to answer the phones. They recommended that I call them at night when their lines were less busy. They told me to go home and put a movie on and call HSA and wait for someone to answer. I find it funny that they had no problem calling me to request more money, but couldn't find time to call me and help me with my situation. Needless to say, I took her advice and called on June 30th 2015 in the evening. After waiting on hold for almost two hours, I finally got through and spoke to customer service representative. He told me HSA was not going to cover the entire cost of the new unit. They said I needed a new concrete pad for the unit, new electrical for the unit, and the old unit had to be disposed of. All of this came to an extra $500 and they would not cover any of it. I explained my issues with my filed claim and the wait that I was currently going through to get my air conditioner fixed. He said he would talk to his manager in the morning, since he was not there this late at night and get back to me in the morning. He called back and left a voicemail the next day and said the best he could do was refund my $75 deductible, but I would have to pay the additional $500 for the extra work. He said if I had any questions I could call him back. At this point I just wanted my air conditioner fixed and was ok with spending the additional $500 and getting my $75 deductible back. I did not want to try and call them back and wait on hold for another 2 hours. This was on July 1st 2015. I still have not received my refund of my $75 deductible. On July 6th, I called [redacted] to see when we could schedule my installment of my new unit. [redacted] told me that HSA orders the parts for the repair and when they arrived I would be contacted to schedule the installment. I waited a whole week and did not hear from [redacted] or HSA so I called [redacted] again. They said they had not heard from HSA or received my new air conditioner yet and they recommended I call HSA to see what was going on. I called HSA on July 17th 2015 to see what was going on. The customer service representative pulled up my file and saw that I accepted the extra charges on July 1st, but did not see any parts ordered. She said she had to call [redacted] and get back to me. She called me back that afternoon and said HSA forgot to order the parts, but they were ordered now. Two weeks went by from when I agreed to the extra charges and the work to be completed and they forgot to order my parts! I called [redacted] on Monday July 20th. They knew who I was right away and explained how HSA called them around 10 times on Friday about my new parts. [redacted] told me that HSA messed up big time and forgot to order my new air conditioner. They did however order it on Friday July 17th. [redacted] received my new air conditioner on Monday July 27th and installed it on Tuesday July 28th. This was over two months from when I filed my original claim. When [redacted] came out to install my new AC, I asked about the additional charges and they said HSA came up with them. I asked about the new concrete pad and he said HSA gave him a plastic one that appeared used since it was cracked. He told me my current pad was fine and I did not need a new one, or used/broken one that HSA wanted me to pay for. He contacted HSA and had $40 deducted from my bill. I had my AC installed and paid them $460 extra for a new unit that took 2 whole months to get.Desired Settlement: I would like HSA to pay for the $460 that I paid extra for the AC installment since it took over 2 months to have it replaced and the $75 deductible that they agreed to pay back that I have not received yet. I understand HSA is not responsible for how [redacted] dealt with my claim. However, I am very displeased and upset with how they treated me as a customer. They did not have the decency to email or call me back when I tried to contact them about my issue. They continuously apologized for the delay in my claim, but provided no solution. Even after I did all the work to cancel my original claim and create a new claim in order to get a new HVAC company to my house, HSA forgot to order my new air conditioner parts. I received no apology for that and they only offered to pay back my $75 deductible which I still have not received. Two whole months to get my air conditioner fixed is ridiculous. It is a good thing I am not older and did not need my AC due to the summer heat. All I want is a refund of my $75 deductible and the $460 I paid extra for the AC installment and this can all be over.

Business

Response:

HSA apologizes for the delay in the claim and will refund the homeowner the $75 deductible and $250 of the non covered charges due to the delay as customer service gesture. The check will be mailed to the homeowner on Monday, 8/10/15.

Review: When we purchased our current home in November 2014, we also bought a warranty insurance policy for coverage on appliances. One of those covered appliances is a Kenmore dishwasher ([redacted]). The dishwasher seemed to perform ok at first, but then began to leave dishes dirty. We called HSA in early June 2015 and arranged for a service call. The technician cleaned the dishwasher and replaced the heating element. We paid the $75.00 deductible fee at that time. 3 months later the dishwasher performance was worse than ever, so we called HSA again in early September 2015. They asked us to contact Keeling Appliance (service contractor), and technician looked at and diagnosed dishwasher on 9/11/2015. We paid another $75.00 deductible fee at that time. We have not heard from that technician or HSA since that visit on 9/11/2015.

Our contract states that if multiple visits are required to remedy the same problem, we are only required to pay one trade call fee.Desired Settlement: Our contract with HSA expires on 10/26/2015, and we believe that HSA is deliberately engaging in stalling/delay tactics to avoid processing my claim for repair of my dishwasher until my contract expires on 10/26/2015. Due to the limited time remaining on my policy coverage, I am requesting that any corrective actions on your part be expedited.

Business

Response:

HSA has attempted twice to reach the service provider and left messages for them to return their calls. HSA will have an associate attempt to call them again on Monday morning to obtain the needed information. HSA will refund the deductible as a service gesture due to the delay on the claim.

Consumer

Response:

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

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

Regards,

Look else where...they put you on hold for 45 mins then tell you that you should call someone yourself to fix the problem. Or when the send out someone it's the retired dad of the business and comes with a bag from home depot with a couple light switches and a screw driver and then doesn't have a 4 way switch. Takes anywhere from 2 to 3 weeks to get what ever it is fixed. Very rude when they answer your calls. Look for a different company they are not worth the money at all ...only a bad headache

Review: We purchased an HSA Home Warranty when we purchased our house. I contacted them on June 10 to report our air conditioning was not working and start the claim process. We also contacted a local plumbing and heating contractor who is already registered with HSA to inspect and diagnose the problem. The inspection revealed that the unit was no longer functioning and was in need of replacement. At that time, the contractor attempted to place several calls to the "contractor hotline" in order to get a claim started. The contractor spent a total of 19 hours on hold before they were able to contact anyone at HSA. They then submitted the detailed work order for approval. After waiting nearly a week, I contacted HSA as I had not heard from them regarding the claim. At that time I was told I would have to speak to the "Authorization Dept." and was put into their phone queue. I was on hold for 3 hours before being connected to a representative who proceeded to tell me all of the items they would not be covering. That list included items such as a line-set which are specifically identified in the contract as covered items. I then asked to speak to a supervisor in order to get this resolved. I was told no supervisors were available but to leave a message and they would call back. Two days later I still had not heard back from a supervisor and called them again. I was again on hold for more than an hour and once connected I asked for a supervisor, was again told there were none available and left another message for another supervisor. After another two days of no return phone call, I repeated that same process again of leaving a message for a supervisor. I did finally receive a call back the following day and was told that despite the fact that they state in the contract that a line-set is covered if it is not compatible with the new unit that HSA was not covering this cost because the line-set was being modified (because it was not compatible with the new unit) and not totally replaced, thus it was not covered. I explained then I wanted the entire line-set replaced (since that was covered by there plan) and they refused to cover that as well. When that person refused, I again asked for a supervisor and again was told none were available. I again left a message and again did not receive a return phone call. I waited 3 days and placed another phone call and was again directed to a supervisor voicemail and again have not received a call back.Desired Settlement: I want HSA to cover the line-set cost as they state in their contract. Also, given the tremendous amount of time I have spent on this process and the repeated lack of service and return phone calls I expect some of the other items to be covered in addition to waiving the deductible. I have now been without air conditioning for over 30 days due to the delays, denials and avoidance by HSA.

Business

Response:

HSA will have upper management call the homeowner to discuss the claim.

Review: I contacted HSA to file a claim on Wednesday, June 3, 2015. HSA contacted their contract plumbing company in my area on Thursday, June 4th, and we scheduled an appointment for Tuesday, June 9. The technician came out, assessed the plumbing issue, and then spent approximately 30 minutes on hold and was unable to get the required authorization to complete any work on my home. I was charged a $75 service fee and was told I would need to reschedule for a different day, once the authorization had been obtained.

I contacted HSA on Wednesday, June 10 and Thursday, June 11 in attempts to receive authorization over the phone for the work to be completed for plumbing. I spent nearly 90 minutes on hold on both occasions, with no one ever answering my phone call. I called back after work on Thursday, June 11 and attempted to cancel my contract with HSA. I was told I could not do this, but would instead need to wait until the renewal came up in 2016 and could instead just not renew the contract. I noted my complaints regarding my inability to reach anyone in the authorization department and the length of time spent on hold with the individual I was speaking with (a woman), and her response was to not call from 9am to 5pm and "especially don't call on a Monday." I was told this conversation was recorded, so you could check the taping to verify the information I was given.

After several attempts to receive authorization with no avail and after being told to not call during regular business hours, a week and a half had gone by with the leak in the pipes becoming increasingly worse. I have scheduled an appointment with another company to have the pipe fixed. By the time they are able to come to my home (Monday, June 22), nearly 3 weeks will have passed with no work having been done to fix the problem - potentially causing serious damage to the structures below the water leak.Desired Settlement: I would like a reimbursement of the $75 service fee I was charged, as well as reimbursement of the final cost of the plumbing repair. Had this been taken care of in a timely manner, minimal damage would have occurred and likely expenses will have been far less. At this time, I have not been given a quote for cost of repairs, but I will provide that to the company upon receipt.

I would also like the sellers of the home to be reimbursed their $420 for the HSA contract. HSA has provided no service and has been less than useful in the handling of the situation. Their customer service is repulsive. I don't believe they actually have any intent of providing services to the contract holder, once money has been received. Therefore, I would like the contract cancelled and fees returned.

Business

Response:

The homeowner was left a message on 6/11/15 at 10:33 am to call HSA to give authorization for the vendor to access the failure though drywall. The homeowner called back on 6/11/15 at 8:24 pm and did not give authorization to proceed with claim and wanted to cancel contract. HSA advised that the contract is non-cancelable.

Consumer

Response:

Review: HSA replaced the A/C unit (A coil, condenser unit) on july 1 2013 they sent a company called Quality Service to do the installation work, their work was a disaster from the start, they shorted out a wire, they didn't flush out the condenser lines for new r22 type gas, which contaminated the compressor, they didnt install a metering diverter that came with the installation package, which has caused the coolant to leak out many times, and in the end this has caused the compressor to seize up and fail to work. HSA has failed to warranty the poor workmanship of an authorized HVAC company that they sent out. this Unit has failed with in a year of installation, and they've washed their hand of it, leaving me with thousands in repair costs.Desired Settlement: This company should stand behind their authorized service providers, their failure to do due diligents on the type of workmen they hire should not have to cost me thousands of dollars on top of what I already paid them

Business

Response:

The homeowner's contract has expired with HSA and they would need to contact the vendor directly on this issue. Had the contract been in force, HSA would have had the vendor come out to investigate the issue to determine if there was any negligence on their part.

We have been in our home less then 1 month when the a/c stopped working in two bedrooms. We had the whole system serviced and checked out prior to moving in. We were provided with a HSA home warranty. We were denied service at first because we were not the policy holders. The seller purchased the plan. We were on hold for 1.5 hours to deal with this. we were told they were hiring more people. They contacted a company to come out and the company never showed, did not answer their phone, so we contacted HSA again on hold for more then 1 hour. They also could not get a hold of the company, but finally managed to get someone who said the technician forgot about the appointment! We waited 4 more days for another company to come out to tell us the problem was a blown motor to the zone control and parts would need to be ordered. No problem right? Not then we get an email from HSA denying the claim stating that it was not covered, we called again on hold for 1 hour and 42 minutes to be told it was duct work and that was not covered. The policy clearly states that it covers duct work. When we registered on-lie the claim states it approved. I have currently been on hold to verify this for 1 hour 15 minutes. We asked to speak to a manager, but no one was available. We asked for a phone call, 2 days later nothing. I have sent an email addressing our issues and concerns as it has been over two weeks. We do work for a living, who has

Review: Without a doubt, this company provides the worst customer service of any company I have EVER dealt with. I call everyday and sit on hold hoping someone picks up my call. So far this morning I have been on hold for 115 minutes. Two mornings ago I spoke with James, who promised I would hear back from him that day, he would look into my issue, etc etc. Guess what, never heard a peep. Never in my life have I dealt with a company who so blatantly disrespects their customers and devalues their customers time. The issue at hand is that they are supposed to be covering the cost of an air conditioning unit. Its not even that they have denied my claim, they simply HAVEN'T REVIEWED it yet. This has been going on for 6 weeks. I call everyday, sometimes getting through sometimes not. In the meantime it is 90 degrees in my house so I had to pay out of pocket to have the AC replaced, the living conditions in the house for my children was pretty unbearable. This is without a doubt the worst company I have ever dealt with. Still on hold as I type this.Desired Settlement: I would like to be reimbursed what I am rightfully owed for having to have my air conditioning that was under warranty due to a policy I pay for replaced. I had to do it out of pocket because 6 weeks is an unreasonable time frame to have not heard anything back

Business

Response:

The claim has been approved and the reimbursement check for the approvable amount will out tomorrow. The homeowner was been made aware of the amount that is being reimbursed.

Review: I had a furnace technician at my house doing a routine furnace check. He discovered he needed a new inducer in the furnace so we had him replace it since he was already here. I called HSA to report this because we currently have a house warranty through them. HSA spoke to my company Holt Plumbing and Heating and received all the information that they needed to process the claim. I paid 698.00 for the part and to have it installed. HSA is only going to reimburse me for $225.00 because they say they can have it done for that amount. I asked them what company they would be using and I am unable to locate any information about this company to see if they even work in my area.Desired Settlement: Appropriate payment for appropriate services are rendered.

Business

Response:

HSA would have been able to purchase the component part + vendor's labor for $225.00. The affiliated vendor for that area is [redacted]. HSA has set pricing with the affiliated vendors and adjusted pricing to what [redacted] could have done for the same repair. HSA will refund the $225.00.

Consumer

Response:

Review: In response to a service call on 10/8 to fix a leaking hot water tank problem, HSA sent [redacted]). [redacted] has its Revdex.com accredition revoked which the homeowners did not know at that time. The homeowner paid $503 to [redacted] to cover replacement cost of the water tank that was not covered in their warranty from HSA. This quote was provided to HSA by the plumber when he was at our house and was verbally approved by HSA. It included getting a permit and also upgrading the 3/4 hot water supply line to satisfy code which is required in [redacted]. The hot water tank was replaced by [redacted] but till date [redacted] has not applied for permit inspite of numerous calls. So we have not been able to get the service inspected and see if the installation was done correctly and within code. We also found that the hot water supply line that was put is not 3/4 as promised by the plumber. Immediately after finding out that [redacted] has its Revdex.com acredition revoked, we informed HSA of this and asked them to withhold their payment to [redacted] till we get our installation inspected and find out that it was fine. The homeowners have also called HSA some more than 15 times and although HSA customer service has been polite they have not resolved the problem of the permit. They have also not been able to answer why such a service provider was sent to our house. The home owners have contacted multiple level of customer service at HSA including supervisors and vendor mangers without success. The last two times, we have asked HSA to send another service provided to inspect the instalation and apply for permit. Although they have said that they will get this approved, we have not heard back. The last time we told HSA that if we did not hear back immediately we will assume that HSA is not interested in resolving this and we will file a complain with Revdex.com.Desired Settlement: HSA sends a reputable plumber who comes and checks the installation and then does any changes that might be necessary and the files for a permit so that we can get it inspected. We would need HSA to respond to this immediately because we have already waited for 2 months.

Business

Response:

As of 11:01 am central time today, HSA has been advised that [redacted] has contacted the homeowner. The homeowner has requested that the inspection be done on 1/26/15 and [redacted] is getting this set up with [redacted]. The permit is number is [redacted]. This is notification from contractor relations department.

Business

Response:

Thank you and please let HSA know if they can further assist with this claim.

Consumer

Response:

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

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

My family and I, including a baby, are on day 10 of no air conditioning. Our claim was filed 10 days ago. HSA has sent their approved vendors out twice for the same problem and they charged us our $75 deductible both times for the same problem!! My husband and I have spent HOURS on the phone with HSA at this point, only to have scripted replies read to us, to be transferred around again and again and to gain NO information regarding when our air conditioner will be fixed. The last we were told is that the part has been ordered and it might be in later this week, a full week after it was supposedly ordered, but the catch is that the contractor can't get back out to install it this week. It's over 80 degrees in our home. At this point, we are considering calling a real air conditioner company and paying for everything out of pocket. HSA is the WORST company I have ever done business with.

I bought a home warranty from this company back in sept 2014 and when my air conditioner stop working in march 2015 I filed a claim. they sent a company who specializes in plumbing out to look at my air conditioner and within two days I was denied the claim stating the reason for failure was a pre-existing conditioner. I bought a 31 years old house and the air conditioner was original to the house, of course anything that goes wrong with it is going to be a pre-existing condtion. I live in las vegas nv where the temps inside can get close to 130. this company refuses to fix my air. they had no problem taking my money but refuse to make good on my warranty.

This is by far one of the worst businesses I have ever dealt with. What started out as a simple claim on a dishwasher has turned into a full blown nightmare with 2 companies (hsa and a&e) working together to cover the lies of a shady technician. I called about a leak in the dishwasher of the home we had just bought, and was told that there would be a $100 deductible, which is fine. The tech came and scraped some gunk off the door and went out to his van to call hsa to file his paperwork. After about an hour he comes in and tells me that he basically told them the dishwasher was worse than what it was so that it would be replaced (because it was an older washer). He said I only owed him $98 for the visit, took my check and told me that hsa would be calling soon to set up replacement. Before he even left my driveway, hsa called me and very rudely let me know that they would not be replacing the dishwasher and that the tech told them that there is no way it has been working. I said Im still using it (this is Dec. 4 2013 btw, and it is now Feb. 17 2014). My realtor even contacted hsa multiple times to confirm that the dishwasher was still working and being used. Seeing that I had been lied to, I called my bank and payed $25 to stop payment on the check. I contacted hsa multiple times over the last 2 months to resolve this situation and they have been more rude everytime I talk to them. Im not even sure what they cover, apparently brand new appliances from the sounds of it. So unless you buy all new appliances and register them with hsa dont expect anything. Save the $400 because they are the most worthless company I have ever dealt with. All I was asking is that they help resolve the issue with the tech and get my $98 check that I cancelled out of collections by contacting a&e. Well since a&e wanted hsa to pay it, that didnt and wont happen. I dont know anyone who has had a successful claim with this company, so save your money in case something comes up and pay for it yourself. You will save yourself alot of stress. And to think, they arent even concerned enough about happy customers to do anything about a $98 check. That tells me that all theyre worried about is lining their pockets and the pockets of their shady contracted techicians.

I would never ever use this company. You'll need to have more documentation with equipment than the stack of closing docs when you purchased your home. I've spent almost $7500 in new HVAC equipment only to be turned down on claim after claim. The people that work for this company should be ashamed that they really don't create any real value to our country or add any true value to our economy. The warranties are completely worthless.

My parents were given an HSA Home Warranty as part of a real estate transaction when they purchased a condo from a local realtor in Lake County, OH. In June 2016 they needed to schedule an AC service call. . .fast forward 4 later, hours on hold, and MULTIPLE phone and email conversations with useless customer service reps and regional personnel resulted in my being told there were no technicians in the area that would service the call, unbelievable right??, Eventually they authorized me to go "out of network" and provided me with a company name and number, I contacted them and they refused to work with me regarding HSA authorization or eventual reimbursement of my out of pocket expense. This company is a scam and the warranty is useless. STAY AWAY. The online reviews are terrible and dozens of customers have experienced the same issues.

Review: I have had an active claim that has not been resolved. The claim date started on May 10. My air conditioner has not been working proper. I have taken all steps to resce this problem and spent hours and hours on the phone trying to get it resolved. HSA has to get in contact with the heating and air company to approve a quote and diagnoses and they have yet to do that. I keep getting told that someone will contact them but it's now going on 3 months and bo resolution. I cannot get a supervisor to contact me back.Desired Settlement: I want a supervisor to contact me and get in touch to get my diagnosis and quote so my AC can get fixed or refund all the money I've paid them Over the past 14 months.

Business

Response:

HSA apologizes for the delay in the claim process. The vendor was contacted by HSA on 8/18/15 and the claim was approved for repair of the a/c unit.

Bought a policy when I bought a 10 year old house since the appliances were close to the service life (well the seller bought it for me). It cost about $4-500 with a $75 deductible. Just last week the air conditioner broke, called up HSA, and they had a repair person out within 2 days. They covered the $380 repair, and everything is great.