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Wisconsin

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Description

This company offers comprehensive home warranty plans for homeowners, which includes coverage for mechanical systems and many of the appliances in the home. 

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Home Security of America, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Home Security of America, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 285 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

285 complaints closed with BBB in last 3 years | 104 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 27
Billing/Collection Issues 6
Delivery Issues 6
Guarantee/Warranty Issues 78
Problems with Product/Service 168
Total Closed Complaints 285

Customer Reviews Summary Read customer reviews

42 Customer Reviews on Home Security of America, Inc.
Customer Experience Total Customer Reviews
Positive Experience 6
Neutral Experience 2
Negative Experience 34
Total Customer Reviews 42

Additional Information

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BBB file opened: August 06, 1990 Business started: 04/01/1984 in WI Business started locally: 04/01/1984 Business incorporated: 08/04/1993 in WI
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Wisconsin State Office of the Commissioner of Insurance
P.O. Box 7873, Madison WI 53707-7873
http://oci.wi.gov/oci_home.htm
Phone Number: 608-266-3585 state wide 800-236-8517
Fax Number: 608-266-9935 for general office

Type of Entity

Corporation

Business Management
Mr. Steven Dedo , CFO Ms. Sarah Hornung, Work Force Management Analysts Mr. Robert Lehmann, President and CEO
Contact Information
Principal: Mr. Steven Dedo , CFO
Business Category

Home Warranty Plans Insurance - Homeowners Insurance Services All Other Insurance Related Activities (NAICS: 524298)

Alternate Business Names
Home Security of America Insurance Services, Inc. HSA Home Warranty
Additional Information

Home Security of America Insurance Service, Inc. is also located at the same address.


Additional Locations

  • 1861 Ludden Dr

    Cross Plains, WI 53528

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Types of Complaints Handled by BBB

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  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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Complaint Detail(s)

9/30/2014 Guarantee/Warranty Issues
9/29/2014 Problems with Product/Service
9/23/2014 Problems with Product/Service
9/21/2014 Problems with Product/Service
9/19/2014 Problems with Product/Service
9/15/2014 Problems with Product/Service
9/15/2014 Guarantee/Warranty Issues
9/15/2014 Problems with Product/Service
9/15/2014 Problems with Product/Service
9/8/2014 Problems with Product/Service
8/31/2014 Guarantee/Warranty Issues
8/31/2014 Guarantee/Warranty Issues
8/26/2014 Problems with Product/Service
8/25/2014 Problems with Product/Service
8/19/2014 Problems with Product/Service
8/17/2014 Problems with Product/Service
8/16/2014 Problems with Product/Service
8/15/2014 Advertising/Sales Issues
8/12/2014 Advertising/Sales Issues
8/5/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service
8/1/2014 Guarantee/Warranty Issues
7/27/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: place a request for service to repair a gas stove on May13,2014 and to date the stove is still not repaired. Serviced 3 times by A&E factory and a plumber to check gas line. A ignitor and regulator were replaced by A&E and since there was still low gas pressure A&E said it was the gas line. Gas people came, end result not the gas line. Now I am being told that this was pre exsisting condition of the stove prior to me obtaining this warranty because thats what the plumber said to them today 6/11/14. But it wasn't stated by the A&E services but a plumber that isn't authorized to work on appliances and that . The gas service isn't covered even thou that's what A&E stated was the problem to make the stove work. I have paid 75 dollars for my co-pay and 2 75 dollars were wavier or I would be out 225 dollars. Asked to" buy out" and I was told I couldn't because parts have already been replaced on the stove . It was never stated to me that if work was done on any appliance that you can not" buy out ".Now I'm 3 1/2 weeks into this problem and another service call has been placed with A&E for tomorrow 6/12/14. for what they will do, I'm not sure since they said it was a gas problem after 3 visits . I guess I am upset that this company has the right after almost 1 month to allow their client(me)to go without an appliance for a month that is covered under the warranty and then state that it was a pre exsisting condition and that the plumber(gas line) isn't covered even thou that what might of made the stove work but no. Bad business . And won't" buy out" because parts have been replaced . Not my fault. I paid for this warranty but they haven't by no means fulfilled their obligation. Will not recommend to company to anyone.

Desired Settlement: A buy out. They say I cant because parts have been replaced.

Business Response: If there is still a failure  or a new failure is occurring, then a new claim would need to be filed.  If the claim is approved, the homeowner choose to take a cash out for the cost of repair.   According to HSA's records, there was no failure to the gas line and 2 repairs have been made to the range.  If the unit is not failing, HSA would not participate in replacement of the range..

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]What more can I say. I do not want another service call on this stove, that has been service 3 times and still has the same problem that began 2 months ago. This company to me did not honor what I paid for. Period.

Regards,

****** ****

 

 

Business Response: HSA will not participate in the replacement of an item without a reported failure to determine coverage.  The homeowner would need to schedule an appointment with an affiliated vendor to obtain a diagnosis.  Without that diagnosis, HSA is unable to assist.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/27/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Just purchased a house in April where the previous owners included a home warranty on the air conditioner. The unit was in good working condition until June when the heat got real bad (upper 80s) and the air conditioner stopped working altogether. We called HSA to file a claim on June 23rd. We had to have multiple calls in at this time for them to do anything, they said they didn't have an agent in our area and to go ahead and pick a professional of our choosing and that we would be reimbursed. The first professional came from ********* ********** on June 27th and advised us that we had a bad leak of the r22 refrigerant and that there was zero refrigerant left, he suggested a full system replacement due to the rusted components inside the condenser and that the a-coil would need replaced inside on top of our heater. He put our unit at about 15 years old and at the end of its life, as well as the r22 refrigerant is becoming obsolete. We went back and forth on the phone for 2 more weeks because they now needed to talk directly to the guy *** that performed the diagnosis who apparently is busy and doesn't want to talk to home warranty people (I can see why now). We got to a supervisor that took over our claim named ***. We got approval that Ted could just fax in the information. Another week went by of calling every day to get the issue resolved and the warranty claim to proceed. At this point, they wanted to send out their own agent (this is amazing as we were told they didn't have any in the area the first time around) So their choice of professional air conditioner repairmen came and gave us the same diagnosis that the condensing unit outside would need replaced and that the a-coil inside needed replaced. This was Tuesday July 8th that the second repairman came. Today is Sunday July 13th, we have called everyday since, some days twice, trying to get a resolution and a repair/replacement made. We have two cats that have to sit in 80-88 degree heat because we can't get our home warranty to deliver. *** ********** *** that took over our claim and have us her direct line we have left more than 3 messages for her to call us back. This whole situation is ridiculous and I can't see why they should have to put us or anyone else through this kind of trouble to get a covered item replaced.

Desired Settlement: Replacement of the not working external condensing unit and the inoperative internal a-coil as requested by two licensed professional air conditioning vendors per the home warranty's request.

Business Response: HSA advised the homeowner that we do not have a reported failure of the evaporator coil, only with the condensing unit.  HSA does not replace component parts that are not failing.  The homeowner approved the non-covered items and is proceeding with HSA vendor for appropriate repairs.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: July 8, 2014 To: The Better Business Bureau Re: HSA Home Warranty, **** ****** ***** ***** ******* *** ***** ***** ******* ************* Ladies and Gentlemen, On the evening of June 10, 2014, my family and I returned home from a day at a nearby amusement park only to find our air conditioner upstairs to be not working. That night, I filed a claim with HSA Home Warranty. On Thursday, June 12, a repairmen dispatched by HSA was at our home and he diagnosed the problem. It has now been one month, and we still have no air conditioning upstairs in our home. Despite repeated calls to HSA, they have failed time and again to be responsive to my request for service. At one time they apparently ordered the parts after being provided with the model and serial number. We’ve now learned that those parts would not work on my system. Now they say that they are ordering “OEM” parts and it would take at least two days for the parts to come in. Then, when and if the parts work, I will likely have to wait until the service technician can fit us into his schedule. We have a four year old daughter at home, and I’m tired of her having to go to sleep at night in a hot bedroom. I paid the premium for a contract, and HSA has delayed time and again in providing the service that they owe under the contract. I have had to initiate every single contact with them, and often, I’ve been placed on hold for 20 minutes or more before they pick up the phone. Only today have I actually had a return call from an HSA representative who indicated she had been trying to contact my repairperson throughout the day, but she was unsuccessful. So, if she’s able to talk with them tomorrow, I’ve been told it will take up to two days for the parts to arrive (this will be the second set of parts that have been ordered). Then, I’ll likely have to wait for another week or so before the repairman can get out to our house to get the air conditioner repair. At the end of the day, this experience will likely be 6 to 8 weeks getting done. I would respectfully challenge them to go without air conditioning in the State of Georgia during the summer months. I am respectfully requesting that you investigate this matter on my behalf and provide any assistance you can to assist in getting the claim expedited and resolved. In my view, their continuous delays and their failure to keep me currently advised of developments on my claim constitutes bad faith. Their apparent refusal to promptly provide service that I have paid for may be a breach of the contract. Please help. Respectfully Submitted, **** ****** *** ***** **** **** ******* *** *****

Desired Settlement: I want my air conditioner repaired in an expeditious fashion as I've been waiting for over a month and HSA has repeatedly delayed

Business Response: HSA apologizes for the delay with the claim.  An authorization associate has been in contact with the homeowner and advised him that the service provider cannot schedule the installation until they receive the equipment.  HSA was approved to due a service gesture of $100 of the $255 on non-covered charges for the homeowner.  The non-covered charges that the homeowner is responsible for is $155.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

1.  HSA says that that their representative has been in touch with me; but what they don't say is that I had to initiate the call, and was placed on hold for 40 minutes before I finally was able to talk with someone. 

2. What HSA doesn't explain is why the first set of parts that they ordered didn't work when they had the model number, measurements, and serial number of my units.  Now, they've ordered more parts and they said they made "double sure" that these parts would work.  Why didn't they double check the first set of parts?

3. What HSA doesn't explain is why I have had to go without air for over 4 weeks now and why I have had to initiate every single contact with them. 

4. What HSA doesn't explain is that IF these latest parts will fit, by the time I will get my AC fixed, it will likely be over 5 weeks later.  Their response to suggest a "courtesy" discount of 100 bucks is laughable.  What response would they offer my 4 year-old daughter who can't even sleep in her own bed because it is so hot?

5.  I find HSA's response to be wholly inadequate, inaccurate, and completely non-responsive to my concerns.


As soon as this policy period is over, I'll not renew my contract with them.  I'll go to another company and I'll share my horrible experience with my realtor who recommended them to me.  That's a done deal.  The only acceptable response would be to answer my questions I've listed above and to completely waive any additional fees that I would have to pay over the 100 dollar deductible. 

Regards,

**** ******

 

 

Business Response:

HSA apologizes for the inconvenience that the delay on this claim has caused the homeowner and his family.  Due to the delay and inconvenience, HSA would like to refund the $100 deductible which would leave the net out-of-pocket expense for the homeowner of $55.00.  The refund check will be mailed out tomorrow

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I reported a claim to HSA on the evening of July 1, 2014 after my HVAC unit stopped operating. I was told by the HSA customer service rep. When the claim was reported ******** ********* ****** in ********** *******, which is over a 90 minute drive to my house, was the HSA authorized contractor I needed to contact regarding inspecting my HVAC unit. I explained to the a HSA rep. that ******** was contacted on a prior HSA claim and 5 days later ******** had not been to my home. HSA sent another contractor out on that claim that came the next day. The HSA customer service rep. advised me that ******** was the only company on the HSA list in my area and told me to call a local HVAC contractor. I contacted ***** **** the following day and they repaired my HVAC unit. The total cost of repairs was $450.00. The technician with ***** **** called HSA while at my home to discuss his evaluation of my HVAC unit. After being on hold over 30 the technician advised he had another job to go to. I paid the ***** **** invoice of $450.00 and faxed the invoice to HSA along with a letter the same day. I called HSA the following day and was told by a claims adjuster that the damaged un fused disconnect on my HVAC unit was a covered item but the repair cost should have been $75.00 materials and labor and my deductible was $75.00 so no payment could be made on my claim. I advised the claims adjuster that just the material cost of the unfused disconnect was over $150.00. He stated again no payment would be made on this claim.

Desired Settlement: The total incurred expense for repairing my HVAC unit was $450.00. I have a $75.00 deductible with HSA. I am requesting a payment via check in the amount of $375.00.

Business Response:

After further review of the paid invoice, HSA is reimbursing the homeowner $310.00.  The $65 fee for cleaning of the coil is not a covered service.  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.]

Better Business Bureau:

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

Regards,

 

******* *******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My home was under warranty with HSA. I've had several issues receiving reimbursement for services/repairs. I sent in several bills in March and again In April and May for the same services received in March. There were a few things in those bills that I knew would not be covered, but most should have been. I have received no reimbursement and no explanation for denials. I understand the routing of the drain tile is not covered and didn't expect reimbursemnt for that, but the other plumbing issues, toilet issues and electrical issues should have been reimbursed. I used a reputable company *** ******** *** ********** in Kenosha and was authorized by *** at HSA to use another company instead of Affordable Plumbing as I had previous issues with them. Please help me to get this settled. My contract with them has since expired so I will have no further billing with them for repairs, but these were all still within the contract period. Thank you for you help

Desired Settlement: A reimbursement of the services/repairs that I have already paid for.

Business Response: The drain routing claims were denied due to the pipe needed to be cut and replaced to remedy the blockage. HSA only covers drain line routing with rotary machinery and HSA did advise the homeowner of this.  On the toilet claim, this claim was denied due it was an unauthorized repair or replacement as the technician did not call prior to repairs being completed.  Per the contract, This notification includes the requirement that we have the opportunity to speak with the service contractor prior to the implementation of any repairs. Failure to do so may result in our denial of reimbursement for the expenses you incurred.

Business Response:

The homeowner filed the claim online and was referred an affiliated vendor.  There is no record that the homeowner called back to let HSA know that she wanted to use her own vendor.  HSA received the invoice for the repairs were done and HSA did not have the opportunity to speak with the technician prior to repairs being done.  This denial stands due to unauthorized repair or replacement.
 
As far as the electrical claim, the vendor did not call HSA prior to the repairs being done as well.   HSA did receive an invoice for the repairs, but did not have complete diagnosis of the failure.  HSA did attempt to contact the vendor and left messages for the vendor to call HSA back on this claim.  The vendor never returned HSA calls.  Per the contract, HSA shall not be liable for a “Loss” unless notice is given to HSA prior to the expiration of your coverage and the reported   “Operational Failure” is professionally diagnosed and the diagnosis is reported to HSA within 15 days after the expiration of your coverage, regardless of when the “Operational Failure” occurred.  This claim would not have coverage as HSA did not receive the diagnosis of the failure within 15 days of the expiration date of the contract.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *******

I was authorized to use this vendor for the electrical and was not told they needed to speak with them prior to the service.  I was not informed that they needed to speak with them regarding the toilet either and both these repairs are covere under this warranty.  I have emailed and phoned called with HSA several times over the last year and have complied with their requests.  They have covered next to nothing and although I have disagreed in the past they always seem to have some small printed grey area clause to cover themselves so I have accepted and paid for the thousands of dollars of repairs on my own, but these two things should be covered and they should have informed me better if they needed more infomation.  They didn't respond at all for months even with me faxing, emailing, etc.  This has been a miserable experience and I have accepted the loss on the other repairs, but do not agree for these things, some reimbursement needs to be made.

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Saturday 6/21/14 at 1442 I requested emergency HVAC repairs. The temperatures in my house exceeded 90 degrees. I was told no one would be available until Monday. I called back several times trying to get an alternative contractor who could be available for emergency repairs. Eventually ****** ******* *** *** responded Saturday night. The unit was not fully repaired and stopped working shortly after the technician left. Sunday he returned and again but the unit was still not repaired. I thought since we called on Saturday this would make our issue higher on the priority list but Monday came and went without any HVAC repairs. Apparently the authorization from HSA was received so late in the day by the technician he didn't have time to obtain the parts for our unit and we were told it would be another day (day 4) before repairs would take place. I had to call HSA and wait 42 minutes on hold to finally speak to the authorization staff member and ASK them to call the technician. When I received the call back I was told I now would owe an additional 160+ dollars to complete my HVAC repair. I would be OK with this if it would of been done correctly Saturday or even Monday if they had to get parts... but 4 days later. My wife has asthma and sinus issues. We have small children and pets who had to endure these high temperatures. HSA doesn't seem to have the resources it needs to provide quality customer service in a timely and efficient manner. I found ****** ******* *** *** to be professional but overworked. As of 2143 on 6/23/14 the unit still needs repair. I spent an aggregate time of almost 2 hours and on hold with hsa.

Desired Settlement: Waive the 160+ refrigerant recovery fee for the time it's taken to perform this emergency service.

Business Response: The service provider has already waived the $99.00 coolant evacuation and recovery fee as homeowner has an alternate source of completing this task.  The claim was started on Saturday afternoon with a service provider coming out that evening.  Until the failure is determined, there is no way to know if the repairs can be made that same day.  With this being a compressor that needed to be replaced, the compressor would need to be researched for availability from a parts distributor, which are not open on the weekends. From the time the technician called in the diagnosis to HSA on Monday afternoon, HSA reviewed and obtained approval of the non-covered charges from the homeowner and authorization given to the vendor to purchase the compressor for installation.  From the time the diagnosis was given to HSA through the approval of the claim, this process was completed in within 45 minutes.  The installation modification charges of $68.00 and the $75.00 deductible will not be waived.

Business Response: *** ******* has been in contact with HSA and have all parts except OEM (not a universal part) fan blade.  HSA has reimbursed the $75 deductible and has also done a $100 service gesture for the fan.  Once *** ******* receives the fan blade, they will contact the homeowner for installation.

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me pending receipt of promised reimbursements and repair services. 

Regards,

 

****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I just purchased a new home about a month ago. We had a heating and cooling unit that were in need of repair. Our gas company red tagged the furnace and said it needed repaired. I called hsa and they and sent an hvac guy out. The person they sent complained the whole time saying that nothing was wrong. Telling me that the furnace was in great shape even though it was from 1945 and was still leaking gas. The ac unit kept running and the thermostat kept getting stuck at 74. The guy told me to change the batteries and I told him that wasn't the problem I had put new batteries in twice and it was still stuck. He told me new batteries fix everything but instead the thermostat just shut off and would not turn on again. I told hsa about this and nothing was done so I called my own heating and cooling company. The had great customer service and I had to get a new furnace and new ac unit. Called hsa and told them what was happened they said send the invoice and they will authorize a payment. That never happened instead they gave me a run around telling me that the furnace could have been fixed. Even the heating and cooling company that I used tried to call them four times to give them all the information and they refused.

Desired Settlement: All I am looking for is half of the cost plus a refund of payment for when the first company that they recommend came out and missed all the problems

Business Response: HSA has no record of the homeowner's service provider calling with their diagnosis.  HSA would be happy to talk with them to get their diagnosis of the HVAC failure.  They can call the vendor hotline at ###-###-#### to speak with an authorization associate and HSA will review at the claim once we speak with the service provider.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We still have not had a response from hsa.  For a company that prides itself on customer service it has been poor at best. I would like to resolve this matter by the end of the week.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *****

 

 

Business Response:

HSA received the invoice for the replacement, but there is not a diagnosis of any failure.  An authorization associate will be attempting to contact the service provider tomorrow morning to gather additional information.  Once HSA speaks with the service provider, the homeowner will be contacted.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I purchased a home and the seller purchased a home warranty for us. Our wash machine failed the first day after 5 loads. ( June 26th first call into HSA to make calim) I called HSA to make a claim and they referred me to a contractor who never showed when he stated (4 buisness days after first call to HSA) I called HSA again and they sent out another company and the individual had no clue what he was doing and just left the job. HSA called me to state that the 2nd contractor abandoned the job. GREAT...... I call them back again on July 4th and they tell me to find a contractor on my own who could investigate the problem with the wash machine. I finally get a local contractor on my own and he discovers the machine it broke beyond repair. I called HSA back again and they kept me on hold 7-9-14 for over 2 hours. They keep transferring me and placing me on hold. The major complaint I have is this company does nothing for you. They take the money and send substandard contractors out to find a solution and that is if they show up. I have almost 12 hours invested in trying to get a working washer in our home. I thought this home warranty was in place for you not to worry about the problems when they come up. I have had the smell of rotten eggs from the standing water in the machine for over 2 weeks. This company does not care at all. They will not give me a time frame on when this will get resolved. If they can not do anything for me I would like the money that was paid to them returned to me.

Desired Settlement: fix or replace the machine that worked per the warranty agreement

Business Response: HSA has refunded the service call fee to homeowner and the check was mailed out today.  The information on the washer has been sent to the parts and equipment department to find a replacement unit for the homeowner.  Once we have that information, the homeowner will be contacted for his approval.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/20/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 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:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

HSA basically some it up. They don't have to do anything that they don't want to. Like contact there vendor. They are not in the customer service business and that's obvious. It wouldn't have taken a representative from HSA 5 minutes to contact there vendor to verify what there vendor told me. Which is he ( there vendor) doesn't replace compressor he replaces the entire unit. I don't believe I would have spent over $9,000.00 if I could have got my system repaired for $700.00. Bottom line is they HSA in the business to make money not help the consumers. That's why they have 1000s of negative reviews all over the internet.

Regards,

***** ****

 

 

Business Response:

With the information we received from the homeowner's service provider, HSA would have replaced the compressor and dual capacitor.   Although the HSA affiliated vendor could have recommended a full system replacement due to the age of the unit,  HSA would have still only replaced the compressor and the dual capacitor as no other component part was failing.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was provided this home warranty coverage with the purchase of my new home. Called warranty company regarding an issue with my hot water tank and they sent out a plumber who indicated that I needed to have a new hot water tank as the old one could not be repaired. This project was started in March of this year and the home warranty company spoke with the assigned plumber and okay'd his work leaving me with an outstanding balance of $354.00 which he required prior to completing my service. Initially this all went very smoothly and the plumbing company was prompt in setting up a time to come out and install the new hot water tank. The plumbing company also indicated that I would need a permit, an expansion tank and a fee would be charged to haul my old tank away. The initial install was done but at that time the expansion tank had not arrived and I was told that he would return to complete this and asked if he could leave the old hot water tank that was still draining until he returned to install the expansion tank. I agreed. Time passed and I made attempts to call the plumbing company for completion of my service but to no avail. I then called the home warranty company back for assistance and was told they would investigate and return my call. I waited an additional week and heard nothing so I called back. I asked to speak with a supervisor who assured me she would look into the matter and place my call in her "queu" and follow up. I waited an additional week and heard nothing so I called again. Now I was told that they were able to reach the plumbing company on another line who stated they had attempted to phone me on several occasions to no avail and they would contact me the following day and set up a time to complete the project. Again, I heard nothing and returned a call to the home warranty. This time I spoke with a supervisor named *** who was the only person who followed up with me. He arranged for a new plumber to evaluate whether the job was complete or not. They sent out a representative from a 2nd plumbing company and the work was reviewed as well as the invoice from the original company and the 2nd plumber agreed that we were charged for an expansion tank that was not present, a haul away fee but the original tank was still in the basement and a permit that was not needed. He advised me that he discussed this matter with HSA and they were going to attempt to recover my funds and if they were not able to do so would be refunding my fees. I then waited an additional week and heard nothing from HSA. I was contacted to renew my coverage and when I asked what the resolution was with this matter was transferred to another area. When I attempted to discuss further, I was told by another worker (not a supervisor as I was not permitted to be transferred to one) that this was an issue between me and the original company and I needed to take care of it. They could not assist me as the original company stated the job was completed. I left a message on ***'s voice mail but never received a return call. I spoke with the 2nd plumbing company and they too were trying to assist me with this matter but were also having a hard time being able to reach anyone or talk to the same person twice. I still have the old hot water tank in my basement ($50 haul away fee), no expansion tank ($75 fee) and a permit that was not needed ($125 fee) and the home warranty company has not followed up with any additional information or assistance. I cannot believe that they would recommend the use of a company with such poor follow through and who charges for items and permits that are not needed. What a poor reflection of the warranty company. The follow through is awful, the ability to speak to someone more than 1 time ridiculous, and overall a terrible company to work with. I hope that in the future other real estate agents do not recommend this company to anyone.

Desired Settlement: I asked that my money be refunded and the hot water tank be removed from my home with no additional charges to me.

Business Response: HSA has been in contact with the homeowner and is refunded $250.00 to the homeowner.  The check will be mailed today.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They are not helping us take care of our dishwasher and refrigerator that are leaking on our brand-new flooring that we just installed in February. They are accusing us saying it's our fault that we are not getting the appliances taken care of. So I guess it's my fault that it's leaking on my floor to? We have called them back in March it is now June 13th. We have probably called them over probably 15 different times and never really got answers. We ourselves probably have called over 18 or 15 different appliance repair places. My husband and I are getting ready to go on vacation and we can't leave with the leaking fridge and dishwasher, we would shut the water off but it's kind of silly because it still doesn't fix the problem. I can't turn my for refrigerator off because I have food and I have stuff in the refrigerator side and the freezer. There been times that we have called them and they were supposed to call us back and they never returned our calls, we had to call them back. My husband and I both work full-time jobs out of town so it's hard for us to have one day where we can be here to meet a repair man, I have every Friday off. They think we should leave our house unlocked so that way somebody can come when are not here, but we don't know these people so how do I trust them that they're not going to steal something in my home? We have asked to speak to a supervisor or manager but we have not heard anything yet.

Desired Settlement: We would like them to finish what they haven't done and we want a new dishwasher and refrigerator that will actually work for us. I now will have to replace the flooring that has been leaked on since February and now we are into June. We would also like them to not blame us because it is not our fault, it wasn't very professional them to be claiming this to be our fault.

Business Response:

On the dishwasher claim, HSA is waiting for the technician to call us with the diagnosis.   Once we hear from them, HSA is contact the homeowner on the status of the claim.  As far as the refrigerator claim, the homeowner had an appointment scheduled for 4/25/14 with A&E Factory Service and cancelled the day before and went to using his own vendor.  When the homeowner could not find a vendor, HSA assisted in finding several vendors but the homeowner would not accept due to their work schedule.  HSA understands that the homeowner is employed, but they may need to be flexible in order to have the unit diagnosed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.

   For a refrigerator we ended up having to repair it ourselves, due to the fact that they could not find somebody that would be able to work with our scheduling. We have yet to hear anything about our dishwasher, I proceeded to call the repair guy that originally came to our house but had to leave a message to for him and I have not heard anything back from either company. We were gone on vacation last week so this is a soon as I could get this in response. I have given the company the cell phone number to the appliance repair man. I just want this resolved so that way I have a working dishwasher! 


Regards,

**** *******

Business Response: HSA has sent the information over to the Parts & Equipment department to find a replacement unit for the homeowner.  HSA will contact the homeowner as soon as they have found a unit to offer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Realtor when I bought my house hooked me up with this company . I got a extra policy to cover my hot tub . Sure enough there were problems so I contacted them the guy came out told me he had dealt with them before and told me to pay up front but instead of just paying the $75 ded I ended up paying much more because they would not cover most of his work ... Then a month later it broke again I again called HSA but they wanted to send the same repairman who did shoddy work ... This year I called them again my air conditioner went out they said it would be 48 hours but with the 4th Holiday that meant like 5 days ..I told them I have a astmatic child and they approved OT but when the repairman got there he told them it was only 67 outside but our house was in the 90s they were giving me grief about paying it so I am like if you don't pay I am canceling they didn't pay but when I called them back they said i could not cancel so I am like then you need to pay this bill I am supposed to have a $75 ded the bill was $393 they will only pay $125 but wait it gets better they never fixed anything its still suffocating and I had to wait the 4 days for them to come back then they couldn't find the problem then they decided my unit was too small for the house and HSA will only pay 1400 of at least 2500 bill ....I will be contacting my Attorney and the ******** ******* ** ** but now I check them out they are a horrible company with a long list of complaints well except for the BBB I guess there membership dues covers them with the BBB!!!! I have since got other companies to tell me what is wrong with my house which is just the A coil and the outside unit and both have stated the size of my unit is correct . When I deal with HSA they want to send the same people back who could not tell what was wrong with it in the first place and charged me $393 the other company came out after hours and there charge was only a $157 and they found the problem ..... How is it when I have done a little research on Angie's list this company is not rated very well but BBB has them an A rated company who are you guys there to protect consumers or the businesses ???

Desired Settlement: I should only have to pay my deductible of $75 and everything should be covered

Business Response: The HSA warranty does not cover everything.  Per the contract, standard labor and the equipment cost are covered on failures due to normal wear and tear, but items like installation modifications, code upgrades, disposal fees and permit fees are the responsibility of the homeowner.  HSA would be  more than willing to review the information that the other service providers found pertaining to the size of the unit and any other information that they can offer.  Please send that to ctgroup@onlinehsa.com with the address in the subject line. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our AC stopped working for the second time in 3 weeks. We called the HSA company to file a claim. They told us that their preferred partners were all booked and told us we would have to find our own company to fix the problem and submit the claim to them. We found a company who came out and diagnosed the problem. The problem was the same problem as before. The first company to come out (one of the HSA preferred partners) did not fix the issue but simply but a "band-aid" fix according to the technician who came out. Unfortunately, the company who came out did not have the correct part and so we still do not have AC running (Today is a Sunday). The AC company we are working with said their technicians will not talk to the HSA company but their home office will. Their home office is closed on Sundays and can not talk with the HSA company. I tried to explain this to the HSA company but they did not want to help us in any sort of manner. Today, it is supposed to get into the upper 80's with a heat index around 100 degrees. I asked the HSA company if they would put us up in a hotel but they said no because the delay is not on their end. The fact of the matter is that it is on their end and since they were unable to help us find a person to fix our AC unit. I called 4 different companies and they all told me their technicians will not talk with the HSA company. I had the technician write down the issue and I told the representative at the HSA company that I could read him what the technician wrote down but the representative told me no.

Desired Settlement: I would like the HSA company to pay for a hotel. $400 should cover the costs.

Business Response: HSA apologizes for delay with this claim.   An authorization associate is contacting the service provider for the cost associated for repairs and the homeowner will be updated.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: At the time we purchased our home, the seller purchased a home warranty through HSA. We closed on our house on June 6, 2014. On June 29, 2014, I turned on the air conditioner only to discover that it was blowing hot air. I called HSA the next morning who told us to call Redeemed, which we did. Redeemed came on Monday, June 30, 2014. I called on Tuesday July 1, 2014, at which time the HSA agent called Redeemed to get the diagnosis. Since the technician did not give a complete diagnosis, I was told that the technician would be completing the diagnosis when he returned to the office that evening. On July 3, 2014, I received a denial via email from HSA stating that the air conditioning problem was "pre-existing" and hence not covered. My wife contacted the company on July 4, 2014, and was told that the technician claimed I had told him that the air conditioner never worked, which is an out-and-out lie. The only thing we told the technician was that we had the seller purchase the home warranty to guarantee that everything would be in working order and if not, it would not be a burden on us.

Desired Settlement: I would like our air conditioner to be repaired or if not able to be repaired to be replaced. If company is not going to honor repairs, I want my $75 deductible to be reimbursed.

Business Response: If the homeowner is able to provide the complete home inspection on why the unit was not tested or documentation that the air conditioning unit was in proper working order at the time of closing, HSA will be happy to review this claim.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is a home warranty service provider. As such I had a legitimate claim when my A/C unit stopped working last Tuesday (6/19). I asked HSA to open a claim and they did so and directed me to a preferred service provider. I contacted that company by phone and left a voice message stating I was without air conditioning (in over 98 degree heat). I waited one business day and did not (and still have not received) a return phone call from the preferred vendor. I contacted another HVAC company and they came out to inspect the system on Wednesday the 20th. After a forty minute hold I got ******** (this may not be the proper spelling) one the line and with the HVAC provider we had a 20 minute long conversation where they stated that the entire unit should be replaced. The HVAC company quoted me $4,200 to get the system replaced with a like model (this is the parts/labor/delivery/system charging. The system is a two ton heat pump that is original to the home (about 15 years old). It also only takes a coolant that is only made for existing systems and no current systems are made new (I think it is called R-11). HSA claimed that only the part that was defective should be covered (plus service and system recharging, since all the coolant was gone). They told me that they would "send it to parts to get an estimate" That was last Wednesday. It is now Monday the 23rd and still no A/C, no claim status, no call backs, no explanation, and no apology. This is unacceptable. I have called and spoken with a supervisor and left messages and no one is willing to call me back. If I call them it is usually between 20-40 minutes on hold, then being re routed to voicemail.

Desired Settlement: I want to have my system replaced under warranty. That is all, this will be $4,200 minus my $75.00 deductible. This is due to leaving me, ** ******** **** *** ** ** ***** *** with A/C in the middle of summer for no valid reason. I cannot see this taking five days, just to price out some parts and labor.

Business Response: The initial claim call has been reviewed and the homeowner already had his service provider coming out to the home.  The homeowner was advised of the customer choice procedures and that HSA would adjust the pricing to what our affiliated service provider would charge for that repair.  HSA did not dispatch the affiliated service provider, because the homeowner advised they had their own company coming out to the home.  HSA has approved to pay $2160.00 toward the claim, which is the adjusted amount.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 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.]

Better Business Bureau:

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

Regards,

 

***** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: HSA's website states, "The home warranty is a service contract that will pay for the repairs or replacements of covered items in your home that fail due to normal wear and tear." (http://www.onlinehsa.com/Homeowners/HSA-Home-Warranty.aspx) Over the past year, our unit has failed on 7 separate occasions. This is due to the system being 13 years old, and well past due to be replaced. Instead of fully repairing or replacing the unit, the HSA has repeatedly sent technicians to "band-aid" the unit (replacing fuses vs. finding out why the fuses blew in the first place, for example). They have replaced the compressor, replaced multiple fuses, a capacitor, and twice had to add R-22 (an ozone depleting gas that is supposed to be 90% phased out by 2015 according to the Montreal Protocol). I have personally replaced the condensation pump, and cleaned out the condensation pipes because it was cheaper than paying the $75 co-pay that we have to pay each time the technicians come out. When the AC goes out, our house rapidly rises in temperature. I commute two hours to work, and when a technician comes out, I lose a full day of work as I have to be there during the "window" that they will be available. We have had an aggregate total of one solid month of no air conditioning over the past year, and I have lost 9 days of work. This equates to 72 hours, which is over half of my vacation time for the year. Due to HSA's policy of band-aiding without repairing, my family will be unable to take a vacation this year. The last time the unit went out (approximately 3 weeks ago) the "supervisor" assured me that *this time* the technician would "not do any work until he thoroughly checks the system end-to-end to determine what is wrong with it." The technician showed up, familiar with no such orders. He once again replaced the fuses, and then instructed us that we "might as well" go to Home Depot ourselves and purchase our own fuses (he even wrote down the amperage and style for us on a piece of paper) since the unit would continue to blow them. The HSA then stated in an E-Mail that this same technician said that the "unit was in pretty good condition." It has been 3 weeks, and the unit has failed yet again. This is the 4th time since April. As my wife works from home, and our house has spent a good chunk of the summer at 92 degrees with HSA refusing to actually repair or replace the unit, we have opted to purchase one on our own. We can wait no longer for more lip service from HSA, and more band-aiding as we get into the hottest parts of the year. Working in a 92 degree house day after day is a health risk for my wife, and our two dogs.

Desired Settlement: Reducing the damages to just the cost of the new unit (currently estimated at $7058) will be sufficient.  However, the installation will happen Monday, and if there are additional fees (eg: taxes) these will also need to be covered.

Business Response: The parties have reached a mutually agreeable resolution, which the parties agreed to keep confidential.

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.]

Better Business Bureau:

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

Regards,

 

***** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our air conditioning broke May 13th. We were told we just needed freon in our 26 year old air conditioner. It work periodically and we would turn it off for 12 hours and then back on for it to work sort of. On May 26th we came home from a Memorial Day picnic and it was again 80 in our house. There was a problem with scheduling and it took someone 8 days to come and check it out again. We were told the a/c company had to write there recommendation and HSA had to make a decision. After another 5 days we never heard anything so we called and were told they were pricing out units. She told us it usually means they are replacing it but we couldn't get a sure answer. This is now 2 weeks without air and at the time I was 4 months pregnant and we have a toddler at home. They finally decide to approve a replacement. But again it took another week and a half for them to price out a unit. The a/c company came on June 18th to replace the unit and come to find out the evaporator that goes in the attic does not fit. So we now have to wait AGAIN to find another unit. On Monday June 23rd, I left 4 messages and wrote an e-mail to find out what was going on and when. My husband talked to the parts guy after being on hold for 47 minutes. My father talked to a supervisor and all we got out of the conversation was "if it could go wrong, it did with our case" & we would be expedited. It's now 4 days later and still haven't heard a thing. We are over a month without air and wasting a ton of money eating out for lunch and dinner because it is too hot in our house to cook. I am 5 months pregnant and I get light headed in my own house because I can't sleep and it is too hot in our house. Several days it has been 89 in our house and I put my son down for a nap damp from playing in the sprinkler and he still wakes up sweating. It is June in Pittsburgh and that means heat and humidity. I set up quarterly payments and I owe July 15th. Why should I pay money if you haven't lived up to your expectations.

Desired Settlement: "We understand you want your repairs done in a timely manner"...that is a quote straight out of your brochure. I don't feel a month and 4 days are a timely manner. We have been extremely patient and I want my air conditioner fixed NOW!!! We are having a house warming party at our house July 6th and there is a good chance I won't have air for my guests. How embarrassing. There are 60 people that are supposed to come to my house and I need this fixed.

Business Response: SA apologizes for the delay with this claim.  HSA order the condensing unit and the lineset on 6/10.  The service provider is supplying the air handler, evaporator coil and heat strips.  HSA has placed a call to the service provider to see when the installation of the unit will be performed and they stated it would take place on 7/2/14.

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Yes the issue was resolved but it took a long time for it to be repaired.  I was told by a supervisor if something could have went wrong with our file it did.  I understand that things happen but they were in NO hurry to rush our case.  

Regards,

 

****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ********** ******* *** *** to diagnose the issue, it took HSA another week to approve and order the parts.Unfortunately only half of the parts arrived to ********** 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 ********** 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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

 

******* *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought my house with the Warranty in 2011. The AC failed on the hot days on June 2014. The company did nothing to keep me out of hot days and stated that it was preexisting condition because it was mismatch in the system. I can not wait, and called another AC company by myself, and they said that system is compatible. It was rust on the coils. They recommended to replace coils later, and meanwhile they added freon, and estimated that AC would work for the season.

Desired Settlement: At minimum, they should refund the deductible. They can at least add freon to make me through the hot days right away.

Business Response:

HSA is unable to locate the contract using the address provided.   Can the homeowner provide the contract number or property address, so HSA can review this complaint please?

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After five months of calling trying to receive information regarding a claim I had filed, I was told that it was not covered under warranty. On November 22nd, 2013 I had a plumber come to my home to replace fixtures in my bathroom. I had those replaced just fine. However, when he went to snake my bathtub he discovered there was a rotten pipe that he poked a hole through. The plumber had to replace the rotten pipe. It was getting late, so we set up a time for him to come back November 25th, 2013 to finish the job. He did that day (it took around three hours for him to replace the rotten pipe). When I called HSA to file a claim, they asked me to send the invoice from the plumber. I had to send that two or three times because they kept losing the invoice. Later, I only received reimbursement for parts only (that's what I was told). So I called to ask them if I could be reimbursed for the time it took the plumber to replace the pipe. They said they would have to speak to the plumber to get more details about the work he did. I called about once a week, every two weeks, up through to April 2014, trying to check the status of my claim. I was told repeatedly that I would be given a call resolving the claim but only received one call (about February). When I returned that one callback, it turned out they were no closer to resolving my claim. In April, after not hearing anything from HSA still, I called and was told that the rotten pipe was not covered under warranty. I am frustrated because it took HSA five months to tell me that the rotten pipe was not covered. This is after months of calling, being put on long holds (my longest being 45 minutes), and not so friendly service from some of the supervisors and managers I'd spoken with. This process should not have taken so long. And I feel that the rotten pipe should be covered. It was a preexisting issue in the plumbing which is what home warranties are supposed to cover and help protect you against. I was told that because the pipe wasn't leaking that it wasn't covered.

Desired Settlement: Better communications with customers and more ethical practices in regards to 'what's covered and what's not'.

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  

I see that HSA will not reimburse me for the rotten pipe. I still feel that any preexisting conditions should be covered and find it unethical that HSA's policies do not. That aside, it still took five months for them to tell me this. After multiple calls, long waits, and getting the run around, it turned out that they weren't going to reimburse me at all. I want BBB and consumers to know what it's like to be a HSA customer and to go with another warranty company that treats their customers better. 

Regards,

***** *****

 

 

Business Response: HSA apologizes for the delay with this response.  HSA is refunding the homeowner $75.00 based on what HSA would have charged the vendor to do  the job.  The reimbursement check will be mailed out tomorrow.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had HSA for my home warranty for roughly a year and a half, my contract is good through the end of December 2014. I have tried to use them for service 5 times. Each time calling they would tell me that my address was listed as Las Vegas and I would tell them that it was incorrect and request them to change it to Logandale/Overton; up to yesterday 20140605 my address was still listed as Las Vegas. The first time I tried to use their service for my A/C unit I was told I must find my own contractor to have the repairs done due to the main company listed in my area not having any open service calls. I found a company and requested them to bill HSA directly since I didn't have the extra money to pay them (hence the reason I have a home warranty). The company agreed, fixed the unit and billed HSA. Roughly a month later I received a call from the service company stating that they had not been paid (HSA policy states payment with in 21 days). I called HSA and they stated they sent a check to me and it was returned because they sent it to my physical address when I had told them that was not my mailing address previously, but they would not document that. It took roughly 2 months of back and forth to get my service company paid and I can no longer use that company due to the unprofessionalism and untimely response time of HSA. My A/C broke again-this time I strongly disagreed to find my own company and still had to call to get their preferred company to come out. This company ****** *** continually sent out non-english speaking individuals that I could not communicate with properly. I called HSA and ****** *** to request only English speaking employees to come to my home and was told that their employees speak English just fine and that HSA could not do anything for me. The next time I required HSA assistance was for my cook top that would not function. I ended up paying my deductible to the company for the guy to tell me that I had to hire an electrician...I thought I was being sent an electrician? I ended up fixing the issue myself and due to me not being a liscensed contractor I do not get reimbursed for parts/labor. All these items happened last year (2013). This year as the weather started heating up I noticed my A/C unit was again not working properly. My electric fan motor had gone out. Again I tried to use HSA services and was told again that I had to find my own contractor. I then told the individual that I would not do that and to please call me when they had found a company to come out to my property for service. The girl I spoke with stated that she would check daily for a company since ****** *** was no longer their preferred service provider. I called a week later to check status and received no information. I waited for a month and still received no return calls. I bought the part on my own and fixed my A/C unit. I have been told I will not get reimbursed for parts/labor since I am not a liscensed contractor. My hot water heater started leaking Tuesday night *********). I called HSA around 2030, was on hold for over 30 minutes so I used their automated system to leave a message. The message states I would receive a return call with in 3 business hours on the next day. I called HSA aound 1300 the next day after receiving no calls and was told I once again had preferred access to find my own company. I stated that I would not do that as I have had numerous issues in the past. They have me the number for their preferred company, I called and left a message with their ansering service. By noon the next day I again called the service provider, ***** ********, and was told they would not do anything until HSA filed a service request. I called HSA, they called ***** ******** and told me to call them again and set up my appointment. I called ***** ********, they again stated they would not do anything until HSA filed a servie request. I called HSA and finally got someone to file a service request. A few hours later I received a call from HSA stating that ***** ******** does not service my area. I asked who does service my area and was told that no one is coming up in their system. I then requested to speak with a supervisor/manager because I would like a full refund. I was told I would not receive a refund. Only once I send written notice will they cancel my warranty and refund what is left for the year. I do not feel this is fair as they do not have anyone under contract to service my area. If there is no one to service my area how can they legally take payment from me for a service that I will not receive and/or have to jump through hoops and pay out of my own pocket for a service that I pay HSA for?

Desired Settlement: I would like a full refund for the 2014 year contract. I have not received any services from HSA and have had to do all repairs on my own, out of my own pocket and will not be reimbursed for these repairs.

Business Response:

HSA apologizes for the inconvenience the homeowner has experienced with their claims. It does state in the contract on page 4, number 2, "If HSA cannot provide a contractor for you, HSA will approve the use of a contractor outside of its network."  HSA would need to speak with the technician prior to any repairs are done to determine the coverage under the warranty.  On an approved claim, if the vendor is not willing to bill HSA, HSA would reimburse the homeowner less the deductible.

HSA cannot refund the entire year, but can prorate the refund for the homeowner.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a warranty with HSA. My A/C broke so I called them directly to input a claim. I was told on the phone that their preferred providers were booked up so I could contact anyone I chose and they would reimburse me for the costs less my $75 deductible as long as the repair person contacted the authorization line before making any repairs. I found someone in my area (*******) and they came out first thing the next morning (today 6/13/14). They told me they did not work with warranty companies but I was fine with that as long as they called someone before beginning any work (after diagnosis; as per HSA told me when I reported my claim). They spent an hour diagnosing my A/C issue and reported their finding to the warranty company. the warranty company took over an hour to call us back and stated that the claim was covered but that the company was "too expensive" and that i needed to use someone they contracted with. The A/C people's time was wasted and they charged me $100 for the time they sat around waiting for HSA to call back. So HSA wasted 4 hours of my husband's time (he took off work for the fix), wasted the A/C tech companies time and my A/C still isn't fixed. they said someone would call me to schedule (possibly Tuesday; today is Friday and it's really hot and I need this fixed ASAP - it could have been fixed today had they just kept their end of the agreement). When we contacted HSA they said they would not cover the charge for the A/C technician. I feel that they need to honor the agreement in place.

Desired Settlement: I would like a refund of the $100 charge for the charge of the A/C TEchnician I had look at my unit. Had I been properly informed that I could not use my own service I would not have had them come out. In addition, I would like my A/C unit fixed ASAP because if I did not have to use their "preferred" service technician it would be fixed now. I would also like them to standardize their internal policies and procedures so this does not happen again. Because honestly, if I operated like this at my job, I would be FIRED.

Business Response: HSA will refund the homeowner $199.00 for the technician's time out to the home to include diagnosis and leak search.  HSA needs a copy of the paid receipt to process the reimbursement.  That can be sent to ***************************.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Our upstairs toilet quit working properly. We had a prescreened contractor arranged to do the repair but he never showed up so we contacted our plumber with HSA permission. He has done work with HSA for us prior. on 5-30-14 our plumber came over and looked at the toilet. We were on hold for 2 hours for him to talk to HSA to receive authorization for the repair work. We never reached a customer service representative. We continued to attempt to contact them on Monday again with long delays and no customer service representative. On 6-3-14 ***** arrived to perform the repair work. The inside workings had deteriated from normal wear & tear. The toilet is 10 years old. According to their contract; Section E number 2. Interior plumbing system - covered. ".... wax rings; toilet fixture and water tank (replaced with builders standard as necessary) parts within the toilet tank,....." . They refused to cover the repair. The toilet was replaced with the builders standard.

Desired Settlement: To reimburse us what we paid for the repair. Total $311.51 minus the $75.00 service call.

Business Response: HSA apologizes for the long hold time that the homeowner had for this claim. The warranty does not cover failures due to salt, mineral beds or deposits.  The technician found the toilet calcified causing the toilet not to flush and this is why the claim was denied.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: NO A/C and 5 days later cannot reach anyone. Called daily, left contact info, e-mailed everday, and followed on-lines process with no results. CLAIM # ****** ******** ** ******

Desired Settlement: get it fixed before my baby suffacates

Business Response:

If the homeowner's property is in *********,  they may be contacting the wrong warranty company.  HSA does not have any active warranties in ********* as HSA does not service that state. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of Home Security of America, Inc. (HSA) for more than 2.5 years. In that time, I have paid a monthly fee without fail in exchange for home warranty coverage. On June 9, 2014 I contacted HSA to report that our refrigerator was broken and to inquire about eligibility for coverage of this type of appliance issue. HSA sent their contracted service provider to our home on June 10 to assess the issue I paid a $50 deductible to the contracted service provider at that time. According to HSA, the vendor reported to them on June 13 that our refrigerator needed a new compressor and HSA informed me that they had made a determination that this was a repair (not replacement) and that it would be covered under out warranty. It has now been 4 weeks and 2 days since I first reported the broken refrigerator and it has still not been repaired. In addition, HSA has not contacted me at any time as to the progress of or issues with my claim. All information I have about our claim comes from me contacting HSA and/or the contracted service provider myself over the past 4+ weeks. Finally, I contacted the service provider on May 29 or 30 (I can't recall which) to inquire as to whether they had received the necessary part to complete the repair. They informed me that (a) they had received the part, and (b) they would come to my home to make the repair on Sunday, June 8, 2014. Today, Sunday, June 8, 2014 I waited for the repair person to arrive. I contacted the repair company - leaving a voicemail - to ask when I could expect the repairperson to arrive. Finally I contacted HSA to ask if they had any information about the appointment or how to reach the technician. At that time, the representative from HSA informed me that the vendor had contacted them on Friday to inform them that they would not be completing the repair. Neither the vendor nor HSA contacted me to share this information. At no time during this process has HSA or the vendor contacted me with any updates or information. At this time I do not believe that HSA is providing me the service that I pay for.

Desired Settlement: I like our current refrigerator and would be happy to have it repaired. However, I am concerned that even if HSA finds a new vendor to repair it it will take time for that to occur and if there is an issue with the repair it will take additional time to resolve it. At this point, I would like our refrigerator to be replaced by a new one with the same level of quality and features. Either way, I would like to have a functioning refrigerator (our current on repaired, or a new one) in place on or before Friday, June 13. In addition to covering the cost of the repair or the cost of a new refrigerator, I would like HSA to pay us $1,500 to cover the cost of having bought a small refrigerator while our regular one has not been working, the cost of not being able to purchase food in bulk for over one month, the cost associated with eating out more as a result of not having a full-size refrigerator, the cost of the food lost when the refrigerator broke, the time I've spent (many hours) waiting on hold to get information about our claim, and the time spent waiting for a repairperson to come for a repair appointment that, unbeknownst to me, had been cancelled, and to compensate us for the general inconvenience and failure of HSA to provide a contracted service within a reasonable time frame. I do not have receipts for the cost of all items (I do for the mini refrigerator we purchased), as I did not expect to need them.

Business Response:

HSA apologizes for the delay and any inconvenience on this claim.  HSA has reimbursed the homeowner for the mini refrigerator that they purchased and replacing the current refrigerator, that was repairable, with a brand new unit.  The new unit was ordered on 6/10/14 and a supervisor will contact the homeowner with the delivery and installation information.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a house in 2013. The inspection revealed that our furnace was fully operational but near the end of its useful life. At the suggestion of the realtors and the inspector, we purchased a home warranty from HSA which covers repair and/or replacement of the furnace. In January 2014, the furnace stopped heating our home to adequate temperature and will not surpass the 56-62 range. Its cold in our house. We submitted a claim and HSA sent a service person out. We have had many encounters with the service technician, and he cannot determine what is wrong with the furnace. The first visit he said that a sensor needed cleaning, and that the dirty sensor was preventing the furnace from "going to stage two". That didn't help. The second visit he said that it was a faulty sensor and so he replaced the sensor. That didn't help. The third visit he said there was nothing wrong with our furnace according to his diagnostic equipment, and that we should replace the filters. We replaced the filters, and that didn't help. The service technician is stumped, agrees something is wrong, but has run out of ideas. It is clear that he thinks it should be replaced, but he won't actually say that for fear of recourse from HSA. He mentioned that replacement by HSA will not occur unless we complain a LOT. We have placed several calls to HSA demanding repair or replacement of the equipment. They refuse to replace the equipment, and they are telling us there is nothing wrong with the furnace, that its cold outside, and that everyone is having the same problem since its a cold winter. It was as if they knew nothing about our claim but were reading from a "denial of coverage" script. This has been going on for over three weeks and we're cold. If not resolved soon I'm going to hire my own HVAC company to replace the equipment and then I am going to file a lawsuit against HSA for reimbursement.

Desired Settlement: Repair or replace the equipment immediately.

Business Response: HSA has dispatched a different service provider to come out and look at the furnace for the homeowner.  An associate from HSA has contacted the homeowner and advised of this.  The technician will call HSA once they have the diagnosis of the failure.

Consumer Response:

We have lost complete faith in HSA's willingness to honorably handle our claim.  Our claim was first made in January 2014, and it remains unresolved at the end of April 2014.  It’s been a very cold winter for my family. I wish I would have followed my instincts three months ago, and replaced the furnace without HSA's involvement so that we could have been comfortable in our home during the cold winter. 

Regardless, I recently replaced our broken TRANE 2 stage 80% efficient furnace with an identical (albeit newer) TRANE 2 stage 80% efficient furnace.  A copy of the paid invoice is attached.  The total cost was $3825.00.  Demand is hereby made for immediate reimbursement from HSA in the amount of $3825.00.  Assuming we do not receive payment of that amount prior to April 30, 2014, we are moving forward with the lawsuit that we already anticipate needing to file. 

 In HSA's response to our prior communication, HSA argues the following ridiculous points:

1.)     That HSA has not been dishonest.

2.)     That HSA is unable to purchase from TRANE.  

3.)     That our TRANE 80% efficiency down flow two stage furnace is “like kind” with a Carrier 95% efficient furnace.

First and foremost, HSA has absolutely been dishonest.  HSA strong-armed its HVAC vendor into lying about the unavailability of 80% efficient furnaces.  That vendor repeatedly stated that 80% efficient furnaces are no longer available on the market.   As we later learned, the TRANE 2 stage 80% efficient furnace is widely available, fits perfectly in our furnace closet, and our local TRANE vendor was able to locate and install a suitable unit within 48 hours of my call - - without any modifications whatsoever.  We believe that all of the HVAC vendors sent by HSA over the past four months have, at the request of HSA, been less than truthful.  There has always been this attitude of “don’t get us in trouble with HSA” when we demanded clear answers from the vendors.    

Second, the statement that HSA is unable to purchase from TRANE cannot be correct.  Did HSA mean to say that HSA is unwilling to purchase from TRANE or unable?   I can’t imagine a scenario where a TRANE dealer (such as the company that I hired) wouldn’t take HSA’s money.  What is the legal basis for HSA’s statement that it cannot purchase from TRANE? 

Third, the TRANE 2 stage 80% efficient furnace is not “like kind” with a Carrier 95% efficient furnace.  HSA’s HVAC vendor (the vendor that lied to us about the unavailability of 80% efficient furnaces) already told us that he couldn’t install the Carrier 95% efficient furnace picked out by HSA.  He said it simply wouldn’t work without an extraordinary amount of modifications to our house, and that my only option would be to have him build something custom (an 80% efficient furnace).  Regardless, paragraph D.2 of the attached warranty requires HSA to replace systems with those having comparable features, capacity and efficiency.  A 95% efficient furnace is obviously not comparable to an 80% efficient furnace, and it’s unreasonable for HSA to choose such an incompatible product for the purpose of saving money by causing us to incur extreme modification costs. 

In summary, I’m sure HSA would argue that a $50 space heater would cover their contractual obligations to my family.  I disagree.  In this case, the only thing that will cover HSA’s contractual obligations would be replacement of our TRANE 2 stage 80% efficient furnace with a TRANE 2 stage 80% efficient furnace.  I’m prepared to argue that point in court.  I’m also prepared to take the depositions of all of the HVAC vendors and all of the relevant HSA employees to determine the extent of their untruthfulness over the past four months. 

Business Response: HSA discussed the matter and believes it reached a resolution to this matter with the customer.  HSA has just contacted the consumer to verify this matter has been settled.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ac unit not rapair on may 5th i lester blandon call hsa because my ac unit was not working properly they sand a technician on 5/8-he said that a coil was not working that they needed to order the part so he send the authrization request to hsa on friday 5/9 i been calling and calling to see wen they are going to fix the ac and i get no answer all they say is that is in the authorization department that they cant do anything and they dont know that they looking for the part and they dont know when is going to be fix

Desired Settlement: i want hsa to take responsabilitty and fix my ac its been more then ten days since i call temperatures in nevada today are on 100 degress i have a two year old boy and i dont think that is safe for little one

Business Response: The vendor is supplying the equipment and will contact homeowner to schedule the install date.  The homeowner has been advised of this and has approved the non covered charges.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/31/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: HSA has had a repair person out to look at our stove on 5 different occasions. The repair company has replaced the circuit board, temperature sensors, disconnected the temperature probe by cutting the wires, and now has to replace the switches for the burns. The oven has continued to have problems such as being 200 degrees off according to their repair company, the broiler not working on high, burners working intermittently, and error messages on the oven. Their service company has missed 1 appointment and is now stating that they have to reschedule the appointment for this Friday after my wife has already taken off from work. The first issues was filled in May of last year and we are assured each time that they have it figured out this time yet come up with a completely different part to fix and no good explanation as to why these problems continue to occur. I feel like they are attempting to stall until the home warranty expires so they don't have to replace the oven.

Desired Settlement: Replace the stove

Business Response: A supervisor is reviewing the claim and will be contacting the homeowner.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The factory Kitchen Aid tech has come out today to fix the stove.  The factory repair company is now refusing to work on the stove since the prior companies HSA hired put different parts in that are not compatible with the original parts.  The factory Kitchen Aid repair company also discovered that the prior repair companies that HSA hired "fixed some of the wiring issues by cutting wires and putting electrical tape over the exposed ends.  Needless to say electrical tape doesn't hold up well inside an oven.  

I still don't have a stove that works and now the only repair company who is certified to work on it is refusing to since so many unidentifiable parts have been used for the "prior" fixes.  

 

I am now going on my 3rd month with out an operational stove.

 

Regards,

***** *******

 

 

Business Response: HSA is offering the homeowner a replacement unit of like kind and quality due to the current unit is not repairable.  The homeowner will be contacted once HSA has a comparable unit.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 12 May 14 I reported a claim for my AC unit to be fixed. HSA sent someone from Professional Heating/Cooling out to fix the problem. The repair man, **** noticed that the problem was my heat sequencer needed replaced and my blower relay needed rewiring bc it was inproperly wired. However, it was improperly wired by the repair man, **** from *** ****** ******* * *** that HSA had sent out to repair my unit on 24 Feb 14. The fact that the company they previously sent did an improper job was not known by me, was sent by HSA to be reapired and therefore not my fault. However HSA is denying my claim based on the improper job of the first crew they send out. A representative from HSA called me to tell me this, and said next time take a picture and then it would have gotten paid. When I said I would like to speak to a supervisor about this, she put me on hold and after over 30 Minutes of being on hold the call disconnected and it took over 2 hrs to get someone on the phone again. Finally got them to check claim again and they say it is denied bc the contractors wrote down different model numbers and that they had no record of prior service to my heat pump/AC unit. In other words I must have 2 or bought a new one since 5 mar 14 when the first contractor fixed it. I double checked and one contractor wrote in the heat pump model and one wrote in the outside units number. I then contacted HSA again and they called the contractor who then confirmed to them that yes it is one unit and not 2 separate units or heat pumps. You would think problem solved but no, he said claim status will have to be looked at yet again. I have been dealing with the run around all day. This is unacceptable when they have paperwork from both companies stating the same part was replaced fixed both times. What more do they need?

Desired Settlement: Pay the claim to professional heating/cooling and appliance service

Business Response: HSA apologizes for the delay in the claim approval.  The claim was approved on 5/13/14.  The homeowner will be reimbursed the deductible that was paid (they were advised of reimbursement procedures) and the service company will be paid.

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  It is a shame that I had to argue and speak to 10 different people to get this resolved in the first place.  Hopefully, this doesn't happen again.  

Regards,

 

********* ********

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We first contacted HSA for service on our dishwasher not working in December 2013. They sent out ****** heating and cooling to fix it. After replacing all the circuit boards, and coming to our house five times over the course of a month or more, the technician pulled the dishwasher out and determined we needed a new one. After he came to this conclusion, he put the broken dishwasher back without re-attaching the wires or capping them. This caused the breaker to trip and rendered our garbage disposal useless. Once it got backed up, water poured out of the broken dishwasher onto the wood floor. We called HSA's emergency line to get a plumber out ASAP to fix the problem. They couldn't get one out so they advised us to try and find one. We did and they came right away. The plumber quickly realized the problem cause by faulty repair by ******, the company HSA sent out. While the plumber was present at our home we called HSA and spoke with an authorization agent to make sure we covered all our bases. She, ***** talked to him while he was here and he explained that this was the fault of ****** for not capping the wire. It could have easily caused a house fire if the breaker didn't trip. Now HSA is claiming this was never approved, they need pictures and they refuse to reimburse us. ***** approved this over the phone while the plumber was here. There was never a mention of taking pictures. After waiting over a month we called to check on the status of reimbursement to be told we need to send the invoice. Ok, no problem. We sent that right over. Then waiting another month we called to check on the status again. After speaking to several supervisors and getting the run around, waiting several day, having calls not returned they decided to deny it. They never informed us of any of these small details and never even gave the courtesy of a call back. This is all the fault of the company HSA chose to send out, ******. They didn't have an emergency plumber to send out and told us to call one we could find and we would be reimbursed. We did everything they asked. They never asked for pictures until a week ago, which is 2 months after it had been fixed by a reputable company we had to pay for out of our pocket.

Desired Settlement: We want to be reimbursed as promised for the $224 we payed to the emergency plumber.

Business Response:

After review, the homeowner would need to seek resolution with the vendor to discuss concerns of the previous repair.  When there are allegations of negligence on an HSA affiliated vendor, HSA would request that original vendor would have the opportunity to assess the situation. Since the second vendor made the repairs prior to calling HSA,  HSA was unable to advise homeowner of this and/or request proof of the negligence.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

HSA's statement is completely untrue.  I spoke to several HSA representatives the night we had a water leak.  I was advised by the first to call our own plumber because it was an emergency situation where water was leaking all over our kitchen and their emergency plumber could not be reached.  The original vendor, ******, never responded to our call.  Neither did their emergency plumber.

In an emergency situation like that, how could we possibly wait for the original vendor, ****** to come and look at it when they wouldn't return my call?  I had to have someone out here immediately to resolve the issue and HSA was totally behind me per our phone conversation.

 

When our plumber arrived I called HSA and asked for an AUTHORIZATION AGENT just like the agent I spoke to earlier said to.  I spoke to *****, who spoke to the plumber WHILE HE WAS HERE.  Never was there any mention of pictures, or needing ****** to come out before he fixed it.  The conversation was left that it was OBVIOUSLY ****** fault and we would be reimbursed.

 

HSA has passed me on to agent after agent.  All with different answers and no resolve until they denied our reimbursement almost three months after the incident.  This is completely dishonest business practice and just an excuse not to reimburse our money.

 

They said they wanted pictures of the damage done by ****** two months after it happened.  It was fixed with an agent on the phone speaking to the repair man.  What good would a picture of wires sticking out of the cabinet do?  Both HSA and ****** should be held accountable.  It's not my fault they can't communicate.

 

Regards,

***** ******

 

 

Business Response:

 
After review by the vendor management, HSA is reimbursing the homeowner in full the $224,00.  The check will be mailed out on 5/14/14.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a home warranty from HSA Home Warranty for $470 when I purchased my home in June 2013. Recently, I had noticed a problem with my water heater, where a blue goo was leaking from the water heater pipe and I reviewed my warranty and confirmed that Water Heater Piping was covered. I called the HSA hotline in May 2014 to report the issue and they confirmed that water heater piping was covered and that they would send out a repairman. The repairman from **** **** **** ******** came the following day. However, he and the HSA representative I spoke with (****** **) claimed that the leak was due to faulty installation, even though I noted that the water heater was installed 6 years ago and there had been no prior problems during that period. I disagreed with their assessment and pointed out that the contract clearly stated water heater piping was covered (period), but they simply said they did not agree and they rejected my claim and I was forced to pay $260.00 out of pocket to fix the leaking pipe. I can only imagine how many other unsuspecting home owners have been similarly defrauded by this company and their deceptive practices related to finding ways to not honor commitments they have made. Moreover, when I indicated that I would like a refund to settle the issue fairly, ****** * simply said there was nothing he could do. End of Story. I'm sure they figure most customers will just stop fighting, pay the bill, and allow HSA Home Warranty to pocket the money.

Desired Settlement: I would like HSA Home Warranty to reimburse me in cash or check for the $260.00 that I was forced to pay to fix the damaged pipe that should have been covered by my warranty. I would also like them to amend their warranty contract language to clearly state what items are and are not covered, so that other unsuspecting customers are not tricked into thinking that the warranty they purchased provides them with real protection for their home when it fact it does not.

Business Response: The HSA contract for this property was never paid at closing time and is not in force.  HSA made an error in setting up the claim for dispatch and due to that error,  HSA will be refunding the homeowner the $100 deductible.  The refund check to homeowner is set to be mailed out today.  In response to contract language, the contract clearly states what is covered and not covered.  HSA can not guarantee coverage until we have a diagnosis of the failure from the technician.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/20/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 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 ******* ***.  HSA has set pricing with the affiliated vendors and adjusted pricing to what ******* *** could have done for the same repair.  HSA will refund the $225.00.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I know this is what they are going to pay me but I am unable to find any information about the company they are using, ******* *** to see if it  is a reputable company.  I have also done some research online and am unable to find the part for less than $200.00 let alone the installation of the part.

Regards,

****** ******

 

 

Business Response: ******* *** can be found at **************************.  HSA's affiliated vendors are licensed and insured.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: Refund of the amount I paid to access the plumbing clog.

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I would like to request a second plumber be dispatched to provide a second opinion on whether removing the toilet is essential, or if the clog can be accessed by another location in the plumbing pipes that IS covered under my HSA warranty. 

Regards,

******** ****

 

 

Business Response: A Client Relations Specialist has been in contact with the homeowner and a second company is going out to the home tomorrow.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as they make it good and refund the $100 as agreed.

Regards,

 

******* *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was told multiple things but different supervisors, my washer and dryer was covered under my policy but they refused to honor it, and were very disrespectful and unprofessional over the phone including being rude and ignorance, and refused to cover it even though my policy was covered.

Desired Settlement: They need to honor the policy and send some one out here to fix it, i even prepay two months ahead for the policy i purchased.

Business Response: The contract states the washer and dryer are not covered under the warranty. On page 4 of the contract, number 4: Kitchen Appliances: NOT COVERED: ice maker/crusher and beverage dispensers; drain, condensate line clearing, any failures to the door other than appliance controls located within the door; clocks, knobs, handles, dials, springs, hinges, tubs, liners, baskets, shelves, drains, glass breakage, probes, rotisseries, racks, rollers, light bulbs, lock/key assemblies, buckets, televisions, computer screens or computers that are part of an appliance but do not affect the primary function of the appliance; walk-in freezers; clothes washer and clothes dryer.  The washer and dryer coverage is an option that can be purchased at an additional cost.  The claim was denied because the washer/ dryer option was not purchased on this contract.

Business Response: The washer/dryer option was not purchased for the first year of coverage, which expired on 4/7/14.  The washer and dryer claims were filed on 4/5/14, when there was not washer and dryer coverage and the claims were denied.  The contract was renewed early on 2/24/14 with the washer and dryer option purchased.  However, the renewal did not start until 4/8/14, so the washer and dryer coverage did not start until 4/8/14.  The confirmation that the homeowner was sent with the washer/ dryer option added states the inception date of 4/8/14 and the expiration date of 4/7/15.

Consumer Response: The washer and dryer broke on the 9th and should have been covered by the policy i paid for.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I noticed water leaking from my furnace, so I contacted HSA which they directed me to one of their contractors. The contractor, **** ****** **********, arrived on time and diagnosed the problem to be the collector box, which is dropping water directly onto the motor. The contractor contacted HSA, immediately I received a call from HSA employee ******* * and was abruptly told that the warranty does not cover that specific part I asked why not and she had NO answer, just stated that the contract, which I NEVER received, outlined that the collector box is not covered. They claim this contract was sent in the mail but have no record of me every receiving it. I asked her being the water is dripping onto the motor, if the motor fails is that covered. She once again said no because the reason for the motor failure is from the collector box, which they do not cover (secondary damage). So basically if they do not cover a particular part and that part causes other issues HSA will not cover ANY effected parts! I then spoke with her manager ****** * extension ****, who also confirmed what I was told is true. I asked him what parts do they cover and the bottom line is they cover NOTHING! This company did nothing but scam me out of money and the only service they provide is to give the home owner the “feel good” of a warranty without the service of a true warranty. This company should be shut down for all it does is collect people’s money and provides no service! The BBB needs to seriously look into their practice and listen to the people who have been scammed out of money and file a class action lawsuit. The contract that they provide is written to protect them from approving any claims. Their contract should be fully explained to prospective buyers before they purchase it because the contract basically states section F line 18. “Items listed as not covered are intended as examples of the types of items excluded from warranty coverage. They are not completely inclusive of all systems and appliances excluded from warranty coverage. “, which means they can at their discretion deny a claim! This is not acceptable and their contract needs to outline EXACTLY what is and what is not covered. This is a false sense of security company that needs to be shut down.

Desired Settlement: I would like my contract cancelled, the remainder of 4 months reimbursed which would total $140 and my $75 dollars refunded for the "service call" refunded on the basis the contract was never full explained nor provided and their clause F 18, allows them to deny a claim for any reason the see fit.

Business Response: The contract was mailed to the homeowner at the property address on 9/30/13, which was a few days after the home closed.  HSA cannot be responsible for whether or not the contract was delivered by the post office, once it leaves HSA.  The contract clearly states that collector box and secondary damage are not covered.  The contract covers mechanical failures due to normal wear and tear, and a collector box (which is not a covered component) leaking water into the motor is not normal wear and tear. The HSA contract covers many items in a home, but the contract cannot cover everything inside a home or the premium would too costly for the homeowner to afford.   Although HSA could not assist the homeowner with this particular claim, HSA looks forward to assisting the homeowner with future claims.  The contract is a non-cancellable contract during the contract period and has been remailed to the property address for the homeowner to review. 

Business Response: After several responses, HSA will make an exception to  approve the cancellation of the contract as of 3/12/14, the date the denied claim was filed.  A cancellation letter has been emailed to the homeowner to sign and return for the refund to be released to homeowner.  HSA will not refund the $75 deductible as that coversthe trade call fee  for the vendor.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Although I do not agree with charging me a $40 fee to process and refusing to refund my $75 fee that I paid their contractor, losing $115 is better than continuing this relationship with a company that I never agreed to be in a relationship with in the first place.  I will be sending the signed letter to HSA via certified mail on 4/11/2014, once I receive the refund and the check has cleared I will then accept and allow this matter to be considered resolved.  Until I receive my refund in the mail this matter is still considered unresolved.  There are too many complaints of consumers who have sent this signed letter of contract termination to HSA and then never receive their refund because HSA claims that they did not receive the signed letter of termination. 


I truly hope that other consumers out there are realizing that HSA continues to practice a unfair and unlawful practice and I hope the BBB takes action to protect others in the future.

Regards,

******* *****

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a home in June, 2013 and was given a one year home warranty from the real estate company. The warranty is supposed to cover interior plumbing. I now have a drain pipe for my kitchen sink that is not properly working and is located in the middle of my kitchen. My home is built on a slab foundation and does not have a crawl space or basement. HSA is telling me that once the pipes touch dirt or gravel, the warranty will not cover this repair. First they use a plumbing company, * * *, from ******** who wanted the $100.00 deductible but didn't have anything with them the day they showed up to "diagnose" the problem that day and would have to return. After looking that company up on the BBB, they have many complaints as well. My husband refused to pay them for no work and told them to leave. We then had to have another company come out and do some work to see what the problem was. What is the purpose of selling home warranties on plumbing for houses on slabs if they won't cover the repairs? I have a quote of almost $3000.00 for a repair that will require my kitchen floor being cut open to even find the pipe that needs repaired, because the HSA company won't pay for a company to come out an camera the pipe to find the problem. I would appreciate a company that would at least work with a home owner who needs help to get this problem fixed. But as it stands, they say that the warranty won't pay for anything if the pipes touch dirt or gravel. WHY ARE THEY ALLOWED TO SELL WARRANTIES ON SLAB HOMES THAT ARE NOT EXPLAINED TO THE HOME OWNERS UNTIL AFTER A REPAIR IS NEEDED?

Desired Settlement: I would appreciate a company that would at least work with a home owner who needs help to get this problem fixed. But as it stands, they say that the warranty won't pay for anything if the pipes touch dirt or gravel.

Business Response: The HSA contract covers mechanical failures due to normal wear and tear that are located within the interior of the main foundation of the home.  In the contract, that was mailed to the homeowner on 6/15/13, it states on page 3, number B5: Interior” - the space within the external surface area which constitutes the perimeter of the residence’s exterior walls; under the roofing materials; above or encased in the basement floor or home’s slab, or above the ground surface in a crawl space.  Since the failure is not encased in the concrete and has occurred under the slab in the dirt, the claim would not be covered under the warranty.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

"I would like to know why this warranty will not cover any work that needs to be done inside the home to access the pipes?

I understand that if the pipes are touching gravel/dirt you won't cover the repair, but they have to cut through things to find this out. 

What good is a home warranty if it doesn't cover ANYTHING to fix the problem? 

I just need assistance to fix my repair and can not understand or comprehend what good a home warranty is and how this company is allow to sell these policies?  When warranties are offered, they should be based on the type of home being sold.  This policy covers those who buy houses with crawl spaces or basements, what about those who purchase homes on slabs???

I did not have a choice in the type of warranty I was given when I purchased my house, the sellers got this policy.  All I ask is why can't some of the repairs be covered as they have to cut through concrete floors, possible cabinet removal, kitchen floor covering and all this company offered was a plumbing company.

Why is a general contractor (some one who has all licenses, plumbing and construction) be dispatched?"

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** ****

Business Response:

The contract covered the routing of the line that the technician did, but it was still clogged. The homeowner was advised that accessing through the concrete is covered up to $500 on approved claim, but if the failure is under the concrete in the gravel or dirt there would be no coverage through HSA. If the vendor accesses the pipe and the failure is in the dirt, the accessing would not be covered because the claim would be denied. 

The contract covers mechanical failures due to normal wear and tear that occur in the interior of the home.  Interior is defined on page 3 of the contract as "“Interior” - the space within the external surface area which constitutes the perimeter of the residence’s exterior walls; under the roofing materials; above or encased in the basement floor or home’s slab, or above the ground surface in a crawl space.  The accessing is not covered.as the technician confirmed that the pipe is underground.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have a home with a warranty, and it appears to be covered under my contract: Timeline: December 24, 2013 my washing machine stopped working (sits full of water) December 25, 2013 and my clothes dryer started making awful noises. Dec 26, 2013 reported failure to home warranty company of both appliances. Early January 2014, Crites heating and cooling came out to look at the washer and dryer. They collected $75 as my deductible through my warranty company. I took off work to meet the preferred vendor. They stated some parts needed to be ordered and they would come back as soon as parts were in. I called home warranty mid-January to check status of the repair since I felt it was taking a long time. I have two small children and going to a Laundromat weekly increased my expenses by about $20 a week, along with a good three hours of my time. (Almost 4 weeks from report of broken washer dryer) Late January 2014, the company attempted to fix washer/dryer with ordered parts. The wash still did not work, the dryer had a problem with the “drum”- from what I understood, it would not spin to dry the clothing. They told me it was repaired, I ran one load through washer, and clothes were still sopping wet. I ran one load through the dryer, fortunately, I was home, as a fire started in my dryer. I called home warranty again and reported the issue as still not repaired. I also asked that another company be sent out to repair the still broken washer and dryer since the repair man they wanted me to use took a very long time to attempt to repair the washer and dryer. About February 3, they sent me a new contact of ***** ******. They stated it would take one week before they could come to my house. I waited another week. When they came they stated there was something wrong with the timer in the washing machine and there was a problem with the belt in the dryer. They ordered the parts and came back 2 weeks later. Again, I was spending 3 hours and $20 per week to keep clean household clothing, towels, bedding, etc. During this time I called the home warranty company and complained that this was taking a long time from December 26, to mid February at this point. Mid February, ***** came and attempted to fix the washer and dryer. As you can anticipate the way this story is going, they were not successful in their attempts. The dryer had a gas smell and an overall horrendous smell that had never been present before. The dryer was not drying our clothing in a usual amount of time. The washer only worked 1 out of 4 times. Overall, it was not usuable washer and dryer. I called and complained to the home warranty company again. They were rude, passed me around to other agents. I asked for manager and was assured they would look into it. They called me back about an hour later and stated that I would receive a new washer since both companies were not able to fix it. They stated that the other company said that the dryer was not fixable but they wanted another opinion. So add this to the number of times that I needed to take off work to meet a repair man for the washer and dryer. And the extra weekly money and time spent for laundry. I have a general handyman that works at our house, and he tested the dryer and stated that the gas was going from the gas line within the dryer, not the hose from the gas line. This handyman is not an approved handyman with the home warranty company, so I did not proceed further with HSA since I felt my hands were tied. Home warranty told me they wanted to send another gentleman, his name was ***- when *** called it was 1.5 weeks before he could come and he insisted I pay another $75 deductible. Sorry, I paid it once upon initial “fix” but it hadn’t worked at all since the HSA repair man had visited my home and I refused payment. I called and complained to the Home warranty about the length of time to fix this, the horrible gas smell, the smell within the dryer, and the length of time it took to dry my clothes. They agreed to send another company (it was through Sears) Finally, I thought it would be fixed. Thursday March 13, I finally get a new washing machine and the repair man is coming for the dryer. I took of work again! Washing machine was installed with no problems, but not the dryer. This repair company said he refused to test it if there was a smell of gas. Understandable, but what I am to do? I cannot fix a dryer, if he cant turn gas on, how is he to fix the dryer? On the inside of the dryer there is a piece of plastic that is screwed onto the outside of the drum, and that had been detached from last company trying to fix. The sears repair man did screw the piece back on. The light inside the dryer did not function since the fire, and that is still not fixed. The sears man told me we should have the gas line fixed from wall to dryer, which we had our general handyman complete the next day. Unfortunately, my dryer still did not work and there is still an odor and does not dry clothing in appropriate amount of time. This company insisted I pay not only $75 for the day visit, but said that the home warranty company was refusing payment at all so I now owe $99. I refused to pay and sears said they would “force bill” me for this charge. Why should I have to pay for another deductible if the original problem was never fixed. It was one problem with the dryer and the repairmen that came could never correctly fix the problem. I never had a functioning dryer from the original call on 12-26-13. I feel like I have given our home warranty company ample time to correct the issue of a broken dryer. Their repairmen were not able to fix our dryer. It does not work. I am turning to this forum to get a replaced dryer. I purchased a similar dryer to the one I had at our house along with a similar brand washing machine that they chose to replace at our house on 3-13-14. It is scheduled for delivery on April 2, 2014.

Desired Settlement: There are multiple things I am asking for: -they need to take care of the “forced” billing from sears. -they need to replace my dryer that they were not able to repair- Cost of $788.87 -they should take some responsibility for time taken off work and Laundromat fees for so many weeks. They should not be allowed to treat customers like this.

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

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We thought by having your multiple vendors out we would have a working dryer after 3 month period.  Meeting repairman 5 times, taking off work, using laundromat or line drying clothes in wintertime is not condusive to a family with small children and working parents.  Seems a little rediculous for you to expect us to  hire another dryer repairman... that was why i had HSA.   I gave your commpany ample time to repair my malfunctioning dryer. 

Regards,

****** ********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/31/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Recently the compressor in our home heat pump went out. We filed a warranty claim with HSA as directed. We received an email from them stating we could chose ANY service provider we wanted to do the job. We had a tech from Mr. Quick come out and address the heat pump. He called the warranty adjuster as directed in the email and explained to the adjuster that it would cost 3000.00 dollars to replace the compressor in the heat pump. The adjuster at that time stated NOTHING about needing a second opinion because the cost was too high. No one EVER mentioned anything about a second opinion being needed until the tech was onsite and 3/4's of the way through the job. What was I supposed to do at that point tell him not to do the job and put it back together. Not only would I have to pay for that time but we still wouldn't have any heat in our house.

Desired Settlement: I am requesting that we at least meet halfway in the cost of the repair. In my estimation HSA failed to notify me in good time that a second opinion would be needed. I understand that an adjusted price may be applicable however 800.00 dollars seems very cheap to me. The total cost of the repairs was 2600.00 dollars. 800.00 dollars is less than 1/3rd of the total cost of the repair and is completely unacceptable to me.

Business Response: When the technician called into HSA to give us the diagnosis of the failure on 3/5/14, he did not have the final pricing for the repair and would call HSA back with the prices.  Approval for the claim was not given at that time.  HSA did not get the final pricing until 3/7/14 and homeowner authorized the technician to move forward with repairs before HSA approval was given for this claim. HSA advised the homeowner that the pricing would be adjusted to what an HSA's pricing would be for that repair, because the his vendor's pricing.  HSA's decision to reimburse the adjusted amount of $810.00 stands, because the claim was not approved when the repairs were done.

Business Response: After further review by a supervisor, HSA will approve the amount of $1268.36 as this would be HSA's cost for labor and equipment of the compressor.  Please email a copy of the paid receipt to *************************** to process the reimbursement.

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.]

Better Business Bureau:

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

Regards,

 

******* ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First, we had a company come to our house to do maintenance on our furnace. He found two cracks in our heat exchanger, which he showed me. I then contacted HSA and they sent someone to look at it. He said there was nothing wrong with it at all, it was totally fine. So, someone was obviously lying. I called the company back and they requested that the same company come back out so I could show him the cracks. He called me 45 minutes after he was supposed to be at our house and told me he wasn't coming and that I should get a second opinion. I had stayed home from work for him to not show up! So I called HSA back and told them. They sent a second company who immediately agreed that the heat exchanger was cracked. Therefore, the first man sent from HSA not only wasted my time and money, he also put my family's health at risk! Apparently this is what he does, he shows up to collect the money and then says that nothing is wrong and to get a second opinion so the other guy will actually fix it. This was a week ago and as of this morning it still wasn't fixed. He was supposedly our first house but when we called we were suddenly scheduled for 8 - 10. We've been waiting for a week! This whole situation has been extremely frustrating! I've wasted many hours and they put my family's health at risk. How could a company deal with a man who obviously lies and does not perform the job he is hired to do. I don't trust HSA at all.

Desired Settlement: I would like a discount on the contract. I should be compensated for the time and money they've wasted by employing people who lie.

Business Response: HSA apologizes for the experience the homeowner had with the first vendor that was dispatched out to the home for the heating claim, but the contract cannot be discounted.  HSA has approved the replacement of the heat exchanger and has only charged one deductible that was paid to the first vendor, nothing was due from the homeowner to the second vendor.

Business Response: We understand your frustration, however the first technician was not able to identify the failure at the time of the service call. The second vendor was dispatched three days later and did confirm visually a failure with the heat exchanger. The heat exchanger was approved for replacement under manufacturer's warranty.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


Apparently, they do not understand what I am trying to explain to them. I saw, with my own eyes, the cracks that existed in our heat exchanger. Also, once I spoke with the second technician, he knew immediately what was going on. This is what the first technician always does, he goes in and doesn't actually inspect anything. He collects the $75  deductible, then states that nothing is wrong but that you can get a second opinion. If you actually get a second opinion, the second technician will find the problems and actually fix it. The first guy just wants the quick buck without any work. If I hadn't known about the cracks and had trusted his opinion my family would still be living with a cracked heat exchanger which could be leaking gases into the air we breathe without us knowing it. Other technicians have picked up on his scheme and it was obvious to me when I knew that there were cracks yet he said that there weren't any. I'm not frustrated as you put it, I'm upset that you would continue to do business with people who put other unsuspecting people's lives in jeopardy for a little money. 

Regards,

***** ********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/20/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
3/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: A claim submitted to cover repair of an heat ex changer was denied - a single fan is broke within the unit. The unit is a BOSS AIRE Heat Exchanger (FACT: literally labeled as a air to air heat exchanger by the manufacturer). HSA's coverage as denoted in their contract in Section E: Covered "Component Parts" / Subsection 5: Central Heat, lists 'Heat Exchanger' as a covered unit. HSA claims the unit is not really a heat exchanger and falls outside of their contractual obligation. I'd suggest that the language in the contract allows HSA to purport to offer coverage for an item, but leaves authority and interpretation of the units to HSA's representatives. My ask is for the BBB to review this item, the language in the contract and hold HSA accountable for purported support of a 'Heat Exchanger' coverage. It's a fact - that's what the unit is a denoted by the manufacturer. I'm happy to provide pictures, model numbers and the contract upon request.

Desired Settlement: I'd like HSA to address the obligation.

Business Response: The service provider that the homeowner used as the HSA affiliated vendors were not available, stated that the unit was a heat recovery heat exchanger, which is not covered under the warranty.  On page 5, number 5: Central Heat: NOT COVERED: humidifier, gas units, systems with compressors larger than five tons; outside/underground piping, well pump and “Component Parts” for geothermal and/or water source heat pumps; heat or energy recovery units; non-ducted air conditioners, condensate line clearing, crane charges, filters, registers, grills, insulation, improperly sized ductwork.  HSA asked the homeowner to send us the information from the service company so we can review it, but that has not been received.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

HSA suggests service provider that the homeowner used as the HSA affiliated vendors were not available, stated that the unit was a heat recovery heat exchanger, which is not covered under the warranty.  However when asked, HSA could not provide the name of whom they spoke with nor the credentials of the individual.   I question if this resource whcih whom HSA claims to be an expert is really in a position to contradict the manufacturers CLEAR AND UNQUESTIONABLE designation of the unit - again, I'm happy to provide pictures which clearly indicate the unit's designation as a heat exchanger.



HSA points out that on page 5, number 5: Central Heat: NOT COVERED: humidifier, gas units, systems with compressors larger than five tons; outside/underground piping, well pump and “Component Parts” for geothermal and/or water source heat pumps; heat or energy recovery units; non-ducted air conditioners, condensate line clearing, crane charges, filters, registers, grills, insulation, improperly sized duct work.   


However, HSA's documentation in Page 5, number 5: Central Heat: COVERED, claims to provide coverage for HEAT EXCHANGERS.    As I indicated earlier, they purport to cover heat exchangers, but are simply trying to label the unit as something different than the manufacturer's designation.   If only they're document was more clear, this wouldn't be an issue...   However it seems disingenuous, dare I say fraudulent, to claim that the manufacture's labeling isn't really accurate so they're coverage doesn't apply.    Moreover, HSA has full access to the service provider, the manufacturer, and likely a multitude of providers in which to do their due diligence rather than place the burden of proof on the it's client.  This seems more of a delay / deflect rather than an effort to address the issue.     Moreover, a third party's opinion is moot.   That manufacturer has already designated the unit as a heat exchanger.


My ask of the BBB is to rule on the authority of HSA to recast the function of a unit and deny the claim and deem this an unacceptable or an acceptable business practice.   My ask of HSA is to simply comply with their obligation over delaying the issue.


 

To assist us in bringing this matter to a close, we would like to know your view on the matter.

Regards,

******** ********

 

 

Business Response: The item in question is BOSS-AIRE Energy Recovery Ventilation Unit with model # BX-125 ERV.  These units are an air to air heat exchanger or also know as energy recovery unit, which are add-ons to the homeowner's independent heating system.  As stated before, these units are not covered under the contract.  HSA considers this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HSA Home Warranty has failed to provide the service expected and has offered to do nothing in return for our experience. On December 2nd we contacted HSA in regards to our range oven. The stove is only 1.5 years old and completely stopped working shortly before Thanksgiving. We reported the claim, had a tech come to the house to diagnose the problem and paid our deductable of $75. We were told our parts would be delivered on Decemeber 26th. On December 27th we received a phone call stating the parts were on back order and would be delivered January 7th. On January 5th we received another call stating the parts were still on "back order" and the new delivery date would be January 27th. Again we were called to say they are still on back order and will be ready to ship this time on February 4th. Now today (February 5th) they are telling us they have no idea when the parts will be here. We have been given the run around each time we've called to check on the status of the parts. Each time they explain they can to NOTHING for us. I was even told by a representative that "She can't make the parts and there's nothing she can do". I asked out of courtesy since they have offered to do nothing or even call to find out where the parts are, could we be reimbursed the $75 OR the last 2 months of payments since we've been waiting and they done nothing to help us. I was then told only a manager can do that and she wasn't sure that they even had the authority to reimburse a monthly payment. Each time we call in we are told they don't know where the parts are and when they will be shipped. They have offered to give us the cash to purchase a new stove however we were told today (Feb 5th) that we would have to purchase the stove first and then provide the receipt. This was NOT what was told to us from the beginning. They also lied to us today stating we've never spoke to a manager about the issues we are encountering, but yet we have on several occassion which ***** all of the sudden found in our file after we complained. The fact that they have offered to do nothing to help us is the reason for this complaint today. We pay them on a monthly basis for things like this....why I am still paying them if they aren't willing to do the job? We've also been told on several occassions managers would work on this and call us back....we have yet to hear from any managers. This is not the first bad experience we've had with this company. I have family that has been without an oven for now 2 months. Cooking any meal for an 11 month old baby is quite challenging on the grill in the dead of winter, so thank you HSA Home Warranty for that. All I ask with this complaint is for the money that I am paying them to do nothing. I have never in my treated with such poor service.

Desired Settlement: The $75 deductible paid for HSA to diagnose the issues and/OR the last 3 months of monthly payments we've asked for on several occassions and have been told no one is authorized to refund that. I understand that a part may be on back order, but to not call us back to explain what is going on or offer anything to us for this experience is absolutely ridiculous and by far the worst customer service I have ever gone through. Myself being in a customer oriented business for so long knows that keepin

Business Response: HSA apologizes for the delays that have occurred with the range claim.  HSA has approved the replacement of this unit and the homeowner has been contacted on this.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying to cancel my agreement with them since they do not provide any service at all. During the summer my air conditioner broke. I submitted a claim and was told there was no contractor available that I had to find my own. Once I found a contractor, they had to agree to work with the warranty company on this issue. No one will work with this company, so even though I am paying for the top plan, i had to pay for the service myself. I thought the whole purpose of the home warranty was two fold, one that the company had service providers so you did not have to try to track one down. the second benefit is that other than the monthly fee and deductible there was no need for cash. so far all this company has done for me is take my money. giving them the benefit of the doubt, foolishly i submitted another claim. and guess what? no contractors available I need to go find my own. They claim that all this was made known at the beginning when I signed up. This fact is so obscured during the sign up process that who would see it. Secondly, i think they need to change their advertising from "provide homeowners piece of mind" to "provide homeowners with aggravation and rob them blind".

Desired Settlement: I want them to stop billing me immediately. I have already paid $1000 for absolutely nothing.

Business Response: HSA apologizes for any inconvenience the homeowner may have had with her claims.  The homeowner was advised in July of 2013 that this is a non-cancellable contract per the state cancellation provisions, but the contract was taken off of auto renew.  HSA has taken the homeowner off of the automatic deduction of the payment as requested, but she will still be billed for the payments.  As far as the air conditioning claim, HSA offers authorized choice of vendor when the affiliated vendor is not available, so the homeowner does not have to wait for service. HSA has never received the diagnosis of the failure from the technician.  If the homeowner would like, she can send in a copy of the paid invoice and HSA can review the claim

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a home warranty which I was told would repair mechanical failures, including labor. Now told can not fix up to code without additional funds I purchased a home warranty with my home in July of 2013. I was not given any options other than to purchase it or not. My water heater failed and I am supposed to pay a $75 deductiable. I am now told I must pay $225 for code upgrades because I did not purchase "additional coverages". I was never given this option and consider this deceptive sales and terrible customer service.

Desired Settlement: Refund the code upgrade charges of $225.

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

Business Response:

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The homeowner does not consider this matter closed and the business is not responding to my compliants, avoids the issues I am raising, and uses deceptive business practices.

Regards,

****** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/12/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: HSA is notorious for "bandaging" items when they break rather than replacing it. My 30 something year old furnace went out on 2/4/14 as it was -2 outside. The dispatched their contracted technician who came out and tinkered with the furnace and got it going without replacing anything. He went out to his vehicle and I presume HSA told him what to tell me like they always seem to do. Sure enough, when he came back inside he told us the service was not covered under HSA's terms so I paid $120 for essentially labor. The next day the furnace quit working and he came out and did the same thing for no charge. It did it again the next day and he came out and said a part needed to be ordered. Later that day he called and said he discovered the part has been discontinued (due to the age of the furnace) and it was up to HSA as far as what action would be taken. I called them immediately as I was on day #3 without heat in sub zero temperatures. The said since it's Friday they would not be able to check for the part over the weekend and would check on Monday. I explained to the supervisor I have a 3 year old daughter and I cannot afford to say at a hotel. ***** was very rude and condescending to me and said there's nothing they can do until at least Monday. The technician admitted they would never be able to find a part for such an old furnace and if by some miracle they would find it, the furnace would need frequent repairs due to its age and parts would be next to impossible to come by. I asked ***** what would happen on Monday if they cannot find the part. She dodged the answer to the question but after confronting her again she said they might replace the furnace. Keep in mind even if they would replace it, it's inevitable with HSA that I will still have to pay something. I am writing this on Saturday 2/8 two days before the Monday deadline set by *****, so it's unknown what will happen. Regardless, I think BBB should be aware, even if they are "accredited" with your agency. This same information has been relayed to the Missouri Attorney General Christ Koster as well as an investigative team for a local news station in St. Louis. Worst of all, once (or if) this situation is resolved I have to remain a customer of HSA throughout this year as it's a contract; therefore, I must continue to pay $48 to a shady company that I no longer wish to be a part of. Although contemplated, no formal lawsuit has been brought against HSA by me at this time but will be strongly considered pending the outcome of this conflict.

Desired Settlement: Replace (not bandage) my furnace is all I ask.

Business Response: HSA apologizes for any inconvenience to the homeowner.  An associate contacted the homeowner on 2/10/14 to advise him that the furnace was going to be replaced and the unit has been ordered.

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. After reviewing what it takes to satisfy a BBB complaint per your website, I guess technically it's satisfied. However, HSA left me without heat for over a week, refused to pay for a hotel, and ***** the supervisor was rude. Bottom line I won't be renewing my contract with them but for your purposes feel free to "satisfy" (using the term loosely) this complaint.

Regards,

 

*** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have had problems with my stove and dishwasher. I called HSA and reported the problems. They sent A&E Factory service out to my home three times.They then sent ******* appliance out to my home. The stove gets so hot it sets off my smoke alarm. The oven will go up to 450 degrees when set at 350 degrees. The dishwasher will not always start unless you press the button 7 or 8 times. The dishwasher does not get the dishes clean. The glasses have lip stains on them and the bowls still have grease on them.

Desired Settlement: They have had A&E out three times to replace the thermostat on my stove . He had to order the part the first time and then come back to replace it. The dishwasher the handle was replaced. They replaced the spray arms. They told me it was my soap that I was using. I have used cascade for 30 years.I changed my soap to Finish like i was told. That did not work. I had a water softener installed before I called them to see if that would help my dishes, When A&E came out the again they said that the thermostat was bad again. They did nothing with the dishwasher the second time, just told me to change my soap. That did not work. I called for the third and they said they would send ****** ********* out. They sent ***** from ****** ********* out,he was told by HSA just to see if the appliances were working. The appliances do work, they just don't work properly. i talked to ***** about the problems i was having with both appliances. He told me he was going to recommend that they be replaced. I called HSA a couple days later and was told that ****** found no problems with the machines of the appliance and they were not going to do anything. They told ******* my warranty was done now anyway. I have given HSA several opportunities to fix my appliance. I believe they should stand by the service repair company they sent to my home and replace my appliances. I don't cook a lot and thats why i didn't notice the problem right away. The dishwasher i knew had a problem. i wanted to get my water softener installed first to see if it would help with the dishes. It did not. I should not have to have a stove that makes my smoke alarm go off when I use my oven.

Business Response: HSA will be contacting the customer to have the dishwasher replaced.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called HSA twice prior to them coming to our home to confirm whether the control panel in the jacuzzi that needed to be replaced was covered and can be replaced. I specifically stated that the dial needed to be replaced and asked twice if it would be covered. I was told yes. When the plumber came to our home and called the company to get authorization he was told that it wasn't covered. I was initially told the control panel was covered and will be replaced and then the company turned around saying that it wasn't. I also had a water valve that needed to be replaced. I was charged $75 for the valve replacement and "no repair" for the jacuzzi. The main issue is that the jacuzzi was supposed to be repaired under my plan according to HSA in my first phone call(s) asking them about the jacuzzi. I called their 1800 number and was transferred to their authorization line who told me that they came to replace the water valve and to "diagnose" the problem with the jacuzzi. I already knew the problem with the jacuzzi. I then asked to speak to the supervisor who apologized and said the plumber was here to "diagnose" the problem. But that is not the issue, I already knew the problem that is why I called to verify whether or not the control panel was covered. I was initially told yes and then when the plumber was here and called their authorization line -the answer was no. I had to pay $75 for nothing and that is wrong. If HSA would have told me the jacuzzi was not part of our plan then I would have fixed the water valve myself. HSA is taking money out of the consumer and lying that a product/service will be covered when it is not.

Desired Settlement: I need the $75 back since nothing was done with the control panel that we needed replaced.

Business Response: HSA is reimbursing the $75.00 deductible and on 1/20/14 left a message for the homeowner to call HSA at ###-###-#### to go over reimbursement procedures.  HSA needs a copy of the paid invoice showing that the $75.00 was paid, in order to reimburse the homeowner.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First I am A Vetnam Veteran and I bought a house last july16 when I move in and it was bought threw the VA in which I had to pay the VA inspector $400.00 to inspect the house and they apporved the loan. When I put on the Aircondition water was comming threw the cealing. It was the drip pqan under the condesor it was rotted away I called HSA and they sent a man to fix it which i was sattisfy with. But the man who fix it said my thermostat in the house was elligal beause it had mercury in it so he replace it with a new one in Augest. Well over the last four months my electricty bill has been over $400.00. So I called Parhump Valley elc to send a man up to check the meter and he said it was the outside air condition unit outside the house. I called HSA and they sent a air condition man to the house to inspect it .An he said that the man who put in the thermostat put in the wrong one. And the it was not the right one for the unit outside. Now HSA will not pay to have the right one put in because they said is was a pryexsitting condition. They told the first man to put in the new thermostat not me they are the ones who sent the man to my house I did not chose him they chose him and they won:t pay to fix the problem so my electric bill will always be around $400.00 a Month till I caan get it fix right. IN witch I don;t have the money I Live on socical security and my retirement. This company makes probley Millions of dollars a year a couple of hundred dollars is not going to hurt them.But 2 or 3 hundred really puts a hurt on me. and I would like to know how the VA inspector approved this house when the unit in the atic was leaking

Desired Settlement: To fix the air condition right the way it is suppose to work.

Business Response: On the 8/11/13, the original thermostat was failing and technician replaced thermostat with like quality.  Later the system was failing again and HSA was notified that the original thermostat was not compatible with the heat pump that was replaced before the HSA contract was in force. HSA cannot take back the initial cost the thermostat replacement, but the contract does not cover to modify or upgrade the thermostat to make it compatible with the existing heat pump system, which is about one to three years old.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called HSA and told them of my plumbing issue. Having had a bad experience already with HSA, made sure I was as specific as I could possibly be (without being a subject matter expert on plumbing). They were confident it would be covered, since the issue was within the house, that being said, I proceeded... The problem: Stoppage in downstairs toilet with water running out the bottom and on the floor. The result: The company, came out (2 days later) and AS SOON as they walked the house and could not find an external access point, said they will "call HSA, but cant promise it will be covered (in other words, I was screwed). While one guy from 'Price Right Plumbing and Drain" was on the phone, his partner was collecting my $75. No sooner than they finish taking my credit card info, when I get the 'ol, "sorry, we cant help....we will not perform a traditional snake and HSA wont let us lift/move the toilet." What an insult!! These guys rolled in and RIGHT OFF THE BAT, knew they would be collecting $75 and driving off (since HSA contracted/tasked them to do this job). I was infuriated that HSA could leave me with a mess and water running from out the toilet AND a company could roll in, take my $75 and leave. But mind you, before they left, they did offer to snake for $350 out of MY pocket...Im thinking this is the greatest scam on earth. I want my money back! BBB: Unless they refund my $75, consider this case open and without resolution. spare me the back and forth emails. Assume no reply from me, equals non concurrence (unless it states they will refund my money).

Desired Settlement: I want my $75 back

Business Response: The vendor stated that he could not route the line because there was not a clean out, which is why the claim was denied.  The HSA contract clearly states under Interior Plumbing System: Not Covered: HSA is not responsible for installing a clean-out or pulling/re-setting a toilet to access a drain line stoppage; routing through roof vents is not covered. If the homeowner would like a second opinion, he can do so but it would be at his cost.  HSA would be willing to review the second option and the claim at that time.

 

Business Response: As the deductible covers for the vendor's time out to the home for Service Call and Trip and the vendor was unaware that your property did not have an accessible clean out, you will be responsible for that $75 deductible. If you happen to have a clean out installed or have the toilet pulled, HSA will be able to cover for the return Service Call on an approved claim for the technician to route the line. As the contract states that we cover to route a line through and accessible cleanout, which is not installed at your property, HSA is unable to cover the current claim and the deductible will not be reimbursed. HSA is not liable for the deductible as per the
terms of your contract the claim is not coverable.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I would not recommend HSA to anyone I know.

Regards,

***** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a HSA Home Warranty for my new home for the first year. I had a faucet in a shower that was not allowing hot water to get through. I filed with HSA, they sent a plumber out who identifed a faulty valve and took my $75 deductible. I hadn't heard back from the plumber for a few weeks and called today to get the status. After returning my call with the status of the new valve (has not been ordered) they informed me that HSA denied the claim. Coincidentally right after that phone call HSA emailed me a letter stating "You recently reported a failure to your Water Lines that did not qualify for coverage for the following reason: Failure To Non-Covered Component. However, your positive experience with HSA Home Warranty is our top priority! If you have any questions or concerns regarding your HSA Home Warranty contract visit www.MyHomeWarranty.com or call us at ###-###-####; our highly trained employees are waiting to assist you." I immediately called the number provided, selected the option to ask a question about a current claim and received no answer to the ringing phone until a recording said they were busy, call back later, and did not provide an opportunity to leave a message. Setting aside the terrible customer service or inability to leave a message, the fact that they are denying this as a claim is fraudulant. A faucet is a basic part of a home, and if it is not covered I don't know what else would be. I am left with the conclusion that HSA, who is well known in the newly purchase home market and has been involved with every home I've bought or sold, is a scam with such limited coverage that they deny most claims and simply take in the premiums without paying when warranty coverage is needed. I am now left with the options the plumber has provided to have them attempt to repair the part for no additional charge than the $75 I've already paid, or pay for a new $140 part.

Desired Settlement: Cover this item and pay any parts and labor above the $75 deductible for a new part to be installed. Contract Number: ** **********

Business Response: The HSA contract clearly states that the faucets/showerheads are not covered under the base plan. On page 4 of the contract, Section E, Number 1: Interior Plumbing System: NOT COVERED: ejector/lift pumps; hose bibs, faucet and shower head assemblies and their respective “Component Parts” including valve for shower/tub diverter, trip levers, tub stopper assembly and sink pop-up assembly; basket strainers, shower base pans, shower enclosures or doors, sinks, tubs, drain tile/French drains, sprinkler systems; water well/cistern or septic systems and components; 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/re-setting a toilet to access a drain line stoppage; routing through roof vents is not covered.  The homeowner was mailed a copy of the contract after the home closed for his review.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We just purchased a home and the insurance policy was bought by the seller to protect us. We filed a claim on the heating system that worked fine when we moved in. It passed the inspectors qualifications. We used the heater for approximately a month, when it gave out. I turned it in to the home warranty company, which in return said they would not pay, because it was a pre-existing condition. Don't ask me how they came to that conclusion. We have tried for a month to get in touch with them, they will not call back. I'm wondering if I need to get an attorney for this situation. The contract does say it covers undetectable pre-existing conditions.

Desired Settlement: I want my heating system fixed. That is the contract we purchased. Someone to call us back.

Business Response: The secondary heat exchanger is part of a class action lawsuit on failures to 90% furnaces for secondary heat exchanger for Bryant, Carrier and Payne models.  This Bryant unit with model number beginning with 350MAV is included this lawsuit and the homeowner can call 1-800-CARRIER for their options.  Per the contract, the manufacturer's warranty, supersedes the HSA warranty.  See number 16, in Limitations of Liability, "Repairs related to manufacturer recall or defects. In the event that there is other collectible insurance, manufacturer warranty or in-house warranty or guarantee coverage available to you covering an “Operational Failure” that is also covered by this contract, our coverage shall be in excess of, and we will not contribute with, any other insurance, warranty or guarantee."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I recently filed a claim with Home Security of America (HSA), Inc., **** ****** *** ***** ******* **. The claim was denied because HSA says there was no operational failure. I will describe what was most definitely an operational failure.When my wife ran the first load of laundry in a recently purchased home, the water did not drain, but leaked from the second floor coming through the first floor ceiling. A plumber and contractor both believe the leak was due to a clogged drain pipe. There was significant damage done to the first floor ceiling, so how could there possibly be no operational failure.A second plumber, ****'s ******** ** *********** ** did a full assessment of the situation. The washing machine and in-take pipes were not leaking. He could not find the cause of the leak. HSA claims they have reps available 24/7 7 days a week. Each time I called in, there was a very long wait, as long as 30 minutes at times. I had an emergency leak and HSA did not respond quickly. Furthermore, HSA could not find a plumber. I had to do that. Because ****'s Plumbing did not find the cause of the leak, HSA refused to do anything. If you check online reviews, you will see I am not the only victim. HSA is in the business of not paying claims. *************************************************************************************************************************************** refused to authorize what I, the plumbers, and a contractor believe to be the solution. We need to go into the wall on the second floor laundry room and check the drain pipe for problems.

Desired Settlement: I need a claim to pay for the repair of the first floor ceiling and to make sure the drain pipe is working properly.

Business Response: HSA records indicate that the homeowner had a plumber come out to look at the plumbing issue, but they did not want to do the work and they said to call us.  HSA went over authorized choice of vendor procedures, since none of the HSA affiliate vendors were available.  The technician from the vendor the customer chose called HSA and advised us that he could not find a plumbing issue after running the washer several times.  The claim was denied due to no operational failure was found.  If the homeowner would like a second opinion, he can have another vendor come out to diagnose the issue at his cost.  If the technician does find an issue, he can call HSA so we can review the claim at that time.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


How could there not be operational failure? Lots of water leaked through the first floor ceiling doing significant damage to the drywall ceiling. If there was no operational failure, then where did the water come from? The consensus of opinion is that the drain pipe was clogged. I would like HSA is authorize a repair of the drain pipe. 

Regards,

***** *****

 

 

Business Response: The claim was denied because there was not a leak or break found in the interior plumbing lines and nothing was mentioned by the technician about a clogged drain line. If the homeowner feels like the issue is due to a clogged drain line, HSA can set up a claim and dispatch a vendor for the homeowner.  On an approved claim, HSA would waive the deductible.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We processed a claim through HSA for our refrigerator. HSA offered to give us a buy-out of $675 or pay to repair the appliance. We opted to have the refrigerator repaired because we knew the cost would be greater than $675. We had to have a repair company approved because the part wasn't available otherwise. After the repair man quoted us a price of $900 we again called HSA to ensure we would be reimbursed the full amount, minus the $100 deductible. We were promised over the phone that we would indeed get the full reimbursement. We went ahead with the repair and we're told to send in the invoice of the repair for reimbursement - which we did. We later received a check in the mail for $675. When we called to clarify why the amount was less than the amount promised we were told that we had agreed to the buy out of $675. I reiterated that that was untrue and we had agreed to have the part repaired and sent in the invoice. I was then told that it was $675 because of a $150 coolant collection fee. First, it cannot be $675 because of the fee AND because I agreed to a buy-out; their story changed. Secondly, we were never told of any $150 fee and it was not listed on the repair invoice we sent in. This unethical practice is paramount to theft from consumers who are already paying for a service. We abided by all the stipulations and waited over a week to get the repair.

Desired Settlement: $125 check for the amount promised. The $675 check plus the $125 additional funds for a total reimbursement of $800.

Business Response: The HSA contract does not cover coolant evacuation and recovery, so that cost would be the homeowner's responsibility. Mrs. homeowner was advised that the $150.00 for the coolant evacuation and recovery would be their responsibility and they have the $100.00 deductible.  The cost of the repair was $925.00 minus $250.00 ($150.00 for the coolant evacuation and recovery and the $100.00 deductible) equals $675.00.  The homeowner was advised that the cash out amount was $675.00.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When we resigned our renewal agreement, we specifically asked about the vacuum system. We were told at that time, without any hesitation that it would be covered. Now that we renewed, the story changes. Without the power head working the system does not work. This will be reported to the Better Business Bureau as fraudulent misrepresentation of coverage.

Desired Settlement: HSA to honor their advertising claims that they stated over the phone during the renewal process.

Business Response:

The HSA contract does cover the central vacuum system, however the contract states, "HSA will provide home protection coverage for authorized repair or replacement of “Component Parts” mentioned as covered in accordance with the terms and conditions of this contract that fail due to “Operational Failure” HSA will cover “Loss” so long as the “Component Parts" are properly installed throughout the term of this contract for proper diagnosis.  The technician stated the homeowner took the hoses and power nozzle into the store location for them to be replaced.  The claim was denied due to the central vacuum system was not it's original state, once the homeowner removed parts from the unit.  There is no misrepresentation of coverage as the claim was denied per the terms and conditions of the contract.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We sold our home on *** ****** ***** **** ********** ** *****. I called on November 15, 2013 told them this property had been sold. Then got charged on 11/27 for $48, I called, was told to write a cancellation notice, which I did on 11/30 to get it cancelled and the refund. I again got charged $53 on 12/27 and my policy got auto renewed for 2014 year. I called 12/31 was told she would try to get this cancelled and fixed which I was already told this would be cancelled on November 15, 2013. I have done everything on my part to get this policy cancelled and to get my refund for November and now December.

Desired Settlement: I want this policy to be cancelled since we don't own or live at that residence at *** ****** ***** **** ********** ** *****, to quit being charged for this policy and to also be refunded the months we haven't been using this policy.

Business Response: HSA apologizes for the error in the cancellation of your contract.  A refund check for the $53.00 was mailed out on 1/2/14 for the renewed contract.  For the cancelled contract, a cancellation letter has been emailed to you to sign and return.  Please email it  back to ********************* and the refund check for the $48.00 will be mailed.

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I have also signed and emailed the signed copy to the company as they stated. I also thanked them for taking care of these issues.

Regards,

 

******* ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Will not respond to my requests to provide explanation or documentatation. HSA is paying a claim at less than they originally quoted. HSA was contacted 7/27/13 regarding a leak in our wall. They arranged for their preferred vendor to come to our home so they could provide an estimate for the work and determine eligibility for coverage. The vendor arrived to our home, conducted a quick assessment, and then spoke with HSA regarding the scope of work. We then received a verbal authorization for the work to be done. We were advised that HSA would cover the demo work needed to remove the wall and then replace the plumbing. We were further advised that if access was needed (ie: HVAC had to be removed to replace stack) we would be responsible for covering that cost. We were also told that the warranty agreement only covers the wall repair to a rough finish meaning we would incur out of pocket costs for painting. The vendor arrived at our home and proceeded to make two-holes in/around a closet that was believed to hold the plumbing. After 2-holes were made, the vendor stated he didn't feel comfortable making more and thought the plumbing was actually located behind a different wall and that this was out of his scope. He thought we should obtain the opinion of a general contractor before proceeding further as he had concerns the wall might be load bearing. This was reported back to HSA and per their guidance and the guidance of the plumbing vendor, we arranged for a general contractor to come to our home. Upon arrival the contractor, Ladd Suydam, confirmed the wall was not load bearing and provided an estimate for the work to be completed. At that point the quote was submitted to HSA and authorization was provided for the vendor to complete the work. However, HSA refused to cover the full cost of demo and plumbing repair as they had agreed to do previously and instead offered to provide an allowance of $200 for the demo needed to access and repair the stack and $500 to patch the access points. This was communicated via an email letter sent 8/14/13. Since that time, I have attempted to obtain more information and clarification about how they arrived at the amount of allowance they would cover. My attempts have been unsuccessful though as via the phone I would sit on hold for extended periods of time, often 30-45 minutes, only to discover that the service rep was unable to help me and that someone would call me back; however, no one would call back. I was even supposedly sent to the voicemail of the **** ********* and yet no call back was received. There were times that info was provided by a service rep but it was inconsistent or referenced old information. Finally, I was able to obtain the email for a supervisor, ****** Lux. I have attempted to resolve the matter with her via email but again I'm not receiving the information needed to better understand how the allowance amount was determined. The information I am receiving is unclear, inconsistent, and/or incomplete. Finally on 9/23, I expressed to ****** that I was growing inpatient and requested my case be escalated to a manager who could better assist me. On 9/24, ****** responded and provided me the email to ***** ********. I promptly reached out to him only to be notified by ****** that he was actually out of the office sick and didn't know when he would be returning. As of 10/8/13, I have not received any communication from ***** or any other member of management for HSA. At this point, I'm less than satisfied with the customer service (or lack thereof) I have received from HSA. Their lack of responsiveness gives me the impression that they are intentionally ignoring my requests so that they won't have to provide an explanation or deal with any dispute I may make regarding the allowance amount. In addition, I have the impression that they utilize preferred vendors who provide lower than normal estimates that they are then using to base allowance det

Desired Settlement: First, I'd like to receive information that allows me to understand how the allowance amount they determined they would pay was figured. Since no one will return my call/email as I have requested multiple times, I'm without the information needed to understand their process and therefore provide any necessary rebuttal information should I feel the justification is lacking details that impact the outcome. Furthermore, I am requesting that HSA stick to the initial authorization provided in tha

Business Response: According to the technician, there is more that is required for these accessing claims than just the standard wall repair due to EPA laws for lead base paint and asbestos. Building a room barrier, laying plastic on the floor and covering for the asbestos were needed before repairs to the wall could take place. HSA covers for standard dry wall repair to a rough finish (does not include texturizing or painting), so HSA would cover $200 towards the $684.38 accessing claim. HSA would cover $500 towards the$1980 accessing claim, due to more required to fit EPA laws, some work with the stress cracks and also putting to a finished condition. As stated before, HSA covers only for standard accessing to a rough finish.
 

Business Response: HSA will be mailing the new check today.

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.]

Better Business Bureau:

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

Regards,

 

****** ********

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HSA contracted **** ****** ********* to install a new hot water heater. The next day, the stainless steel flex pipe with a quick-connect fitting/compression fitting blew/became disconnected on the hot water side of the hot water heater. This resulted in a 15-20 gallon water leak on the finished and unfinished portions of our basement. **** ****** ********* asked us to contact HSA again rather than coming out to fix their work. A plumber was dispatched, who replaced the flex pipe with copper. On Nov. 1st, the stainless steel flex pipe with a quick-connect fitting/compression fitting became disconnected on the cold water side of the hot water heater and resulted in a second 10-15 gallon flood in our basement. Again, a plumber was dispatched to replace the flex pipe with copper. HSA promised to work through this and make things right. They asked us to get estimates to fix our basement. We proceeded to do so and once the estimates came in, they have bickered with us about "negligence" on the part of their vendor, dollar amounts, and asking us to submit it to our Homeowner's Insurance. Our family suffers from asthma/allergies. The laminate hardwood flooring underlyament is beginning to mold from the two floods. The floor has begun to pull apart and bubble due to the moisture. We are awaiting contact from ***** Stites, HSA Vice President. So far, we've heard nothing. Our basement still needs to be fixed and our family's health is at risk. We later found out that **** ****** ********* never pulled a permit to even begin work on our hot water heater, thereby ensuring their work wouldn't be inspected.

Desired Settlement: Our desired outcome is to complete the job and replace what was damaged. HSA assures us that they have dropped **** ****** as a vendor. However, this does not right the damages incurred by their choice of a vendor. HSA promised to make it right. We would like them to submit the claim on their insurance or go after **** ****** liability insurance. In the meantime, while they work this out between **** ****** ********* and themselves, please leave us out of the mess and simply fix our basement. The estimate we received if for approximately $4,887.00. This includes removing damaged drywall and fixing other things damaged in both floods. HSA needs to remain true to their word and take responsibility for their vendor choice and hold that vendor accountable for their use of insufficient pipes.

Business Response:

This is regarding the customers’ dissatisfaction with the service provided by Home Security of America, Inc. (HSA) and **** ****** regarding their water heater replacement. 

            HSA did contract **** ****** to perform a water heater replacement. Shortly after the installation, the customer contacted HSA regarding the leak that was occurring at the hot water side quick connector. ********* ********* **** (***) responded and HSA covered for them to replace the hot side quick connector. About a week later the cold water side quick connector failed and HSA sent *** out the same day to correct the problem. HSA inquired with *** about the cause of these failures and if there was any concern of improper workmanship done by **** ****** during the install. *** did not see anything to indicate improper workmanship. *** stated that when they were out replacing the hot water side connector they checked the cold water side connector as well, before it failed, and everything was installed properly. The connections were tight and the material used was a standard stainless steel flex connector.

            Paragraph 8 and 9 of Section F under the customers’ policy states, Coverage does not apply in these instances: Secondary damage, consequential damage or any damage caused by or resulting from the failure or malfunction of covered or non-covered component parts. Any damage resulting from the actual repair or replacement itself. Any damage alleged to be caused directly or indirectly by the services or the timeliness of the service provided by us. Faulty workmanship by any person including a contractor or trade-person selected and hired.

In regards to HSA’s involvement in the assistance with the secondary damage repairs, HSA did a number of things to help provide value to the customers’ situation. Even though HSA’s review showed that the failures were not a result of work performed by **** ******, and the parts they used was to industry standards, HSA still provided the customer with Coons Rapids’ liability insurance information. HSA also provided the customer, upon their request, the manufacturer of the quick connector parts (Watts). HSA also requested that the customer get an estimate to see exactly how much secondary damage was created from the leaks. The purpose of this was so that HSA could review and determine if they would be willing to go above the contract coverage and offer any assistance to the customer. This was not an admission of liability. If, for example, the secondary damage was $300; then HSA may have just offered a service gesture of $300 to help the customer.  Once HSA learned that the estimate for repairs would be $4,887.00 we understood that would probably mean the customer would have to file under their homeowners’ insurance. HSA and **** ****** both have offered a combined service gesture of $1,000 to help contribute to the customers’ homeowners’ insurance deductible. Also **** ******’ is still an affiliated HSA vendor, but HSA has documented the customers’ account so they do not have to use them in the future. HSA understands that the customer may be upset with the secondary damage and the cost for those repairs, but HSA has covered the amount for which HSA is responsible for under the terms and conditions of the contract and then some.

            If you have any questions regarding any of the information provided, please feel free to contact us.

Consumer Response:

We are still in contact with the liability insurance carrier and have been working at reaching a resolution for over two weeks.  This is partially why we cannot resolution to the original complaint.

There are contract issues that cannot be disclosed right now that were indeed violated. 

One area that has not been properly addressed is the reputability of the vendors chosen by HSA and the fact that our family has been given two different stories--one being that **** ****** is no longer a vendor for HSA.  Another is  that they are a vendor but won't ever be dispatched to our house.  We would appreciate clarity on this matter and why you would choose to continue the vendor relationship with **** ****** given their negligence in following building codes, pulling permits, and their overall BBB rating and online customer reviews.


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *******

 

 

Business Response: HSA has a department that is responsible for managing our relationships with our service providers. They do background checks, make sure they are licensed and track issues. The specific vendor department are the associates that would have the authority to discontinue our relationship with one of our service providers. A supervisor has spoken with them and confirmed that **** ****** is still an associated vendor of HSA.  The supervisor did speak with the customer since this last post and asked if they could recall who specifically had advised **** ****** was no longer an HSA affiliated vendor, so she could investigate. This was not fully recalled. It is possible the contents of a conversation were misinterpreted as well. It is possible that it was not advised that **** ****** is no longer a vendor of HSA altogether, but a vendor that we will not be referred in further to this specific customer. The customer at this time is claiming liability of **** ****** work as to the water damage. This is outside the scope of the HSA warranty, as previously stated. If the liability insurance representatives conduct their investigation and decides what there is liability on **** ******, then they will deem what is covered under their policy and assist the customer with their loss. This type of loss is a liability insurance claim not a home warranty claim. Moving forward this needs to be addressed with the appropriate party and not HSA.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/6/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a HSA warranty in May of 2013 on the recommendation of my mother-in-law who just used her HSA to replace a broken washing machine. I placed my order over the phone and I know I specifically requested washer/dryer coverage and I also asked for the additional swimming pool coverage. When my washing machine stopped working properly I called to make a claim on Dec. 11 and I was told I do not have the coverage for waher/dryer. I then wanted to cancel the entire policy because I knew they were being deceptive with policy coverage and I was told that I cannot cancel in the state of Ohio, I have to keep paying for a product that is not what I signed up for. I fix my washer myself and call back to add the washer/dryer coverage just in case something else happens and since I have to keep the policy until May anyway thinking it will be a prorated 5 month amount and I can add it to my monthly payment. I am told at first I cannot add it and then told I can but I have to pay all $70 now and send proof of my washer repair. The tone was full of mistrust and accusation I actually did not fix my previous problem even though I still feel like they should have covered it since I know I signed up for washer/dryer in the beginning. I just want what I thought I was supposed to be getting and others to beware.

Desired Settlement: I would like to get the washer dryer/coverage for the remaining of my coverage term, at a minimum at the prorated amount and be able to spread it over the monthly payments. I also would not like to be accused of not fixing my original problem which I know will come next if there is a future claim.

Business Response: HSA has reviewed the records of when the warranty was enrolled and the washer/dryer option was not added at that time.  The only option that was added at time of enrollment was the swimming pool.  HSA made an exception and has advised the homeowner that we would add the washer/dryer coverage now instead of waiting until renewal time as normal procedure, but this particular claim on the washer would not be covered.  HSA also advised the homeowner to please send in an invoice showing the current failure with the washer was repaired.  HSA needs this documentation to prevent any future questions on the washer and when the
washer/dryer coverage was added.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Since filing my original submission I replaced a part on my washer hoping it would be fixed and found a larger problem.  I have had to purchase a new washer.  As you can imagine I am even more upset now because if I had the coverage I requested when signing up I would not have had to pay for my new washer because it would have been covered.  I am now requesting $702. 88 for the amount of the washer purchase. 

 

I really just want the public made aware of the deceit and greed of this company because I know I am not the first person this has happened to.  When you ask someone over the phone for a service or product you expect you are getting it, yet no one at this company seems to care that they did this to me.

Regards,

******* *****

Business Response: HSA made the exception to add the coverage of the washer/dryer option for the homeowner in the middle of the contract and this was declined.  If the homeowner would have added the option and sent us proof that the unit was fixed initially and then had another failure with that  unit, HSA would have been able to assist in potential coverage.  Since there is no washer/dryer coverage, HSA is unable to assist the homeowner with this.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/31/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Per HSA warranty cover letter "warranty provides a guarantee that if covered appliances or mechanical systems fail due to normal wear and tear...those items will be repaired." My refrigerator Compressor started acting up recently and is getting progressively worse and louder. HSA declined repair stating it did not "fail." I counter with, if a compressor is not working as intended per manufacturing specifications then that’s a failure. Something is obviously off balance or not aligned within the unit. Plus, the unit is only 2 years old. Would HSA rather fix now or fix when it completely stops and they also have to compensate for spoiled food/freezer items? A satisfied customer is a returning customer. If I know HSA is looking out for me and staying true to their commitment, the more apt I am to keep them as an insurer in the long run.

Desired Settlement: replace compressor

Business Response: The HSA contract covers for mechanical failures due to normal wear and tear. The technician stated the compressor was not failing at the time of the service call and the claim was denied due to no failure was found. The homeowner can have a service provider out for a second opinion and have the vendor contact HSA with his findings, so HSA can review the claim. The second opinion would be at the homeowner's expense, as HSA is not requesting one.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Using another company will force me to pay out of pocket.  Do you not understand that A&E service is the same company that would NOT initially declare as  "equipment failure" ??  So then it would be reasonable to assume asking them again would put me at the disadvantage. As long as they will honor and send out a different repair man (of which they are willing and as long as you not drag this out) , I'm willing to risk. 

Regards,

***** ******

 

 

Business Response: We are not able to dispatch the same company for a second opinion with different tech or not, because they would still have access to the records from the initial claim, The second opinion needs to be a unbiased opinion. Since HSA is not requesting the second opinion, we understand that this would be an out of pocket expense for the homeowner.  However, if there is a failure found by your choice of service company and the claim would be approved, HSA would look at assisting with the service call.   If no failure is found or the claim is denied it would be your responsibility for the service call.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Not happy with contractor, requested a second opinion, but was denied. Contractor didn't have all his equipment with him. Told me that there "might" be a blockage, but didn't not confirm or deny it. Took some pieces off of my furnace and left them off. Told me one thing and the HSA home warranty a different thing. I requested for a second opinion, but was denied. Also, the $75 deductible did not give me anything. If I were to call a contractor on my own, this money would have gone towards the cost of the repair, but with the warranty, you basically get nothing.

Desired Settlement: Seeking a second opinion from a professional contractor and or apply the $75 towards repairs and I pay the difference.

Business Response: I apologize, but HSA does not have a home warranty for the property address stated as the customer's contact information.  Is this for a different property or do you have a contract number that can be referenced?

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company sent someone to repair issue with furnace problem. A repair person was sent to my house by HSA to repair furnace issue. Repair person was in home for 15 minutes, stated he repaired the problem and left. Paid $75 deductible. After repair person left, problem persisted. Billed for another $100 for issue that was not taken care of in the first place. This company, from what I can see, sends someone out to find flaws in things that are not covered under warranty in hopes of fixing problem. If problem is not fixed, they send someone out again, which is another $75, plus any expenses not covered under warranty. Basically, they send someone out to fix the problem over and over, but problem never really gets fixed until our expenses have been exhausted. I have called numerous times to get this straightened out. The furnace has not been fixed, and yet we are out $175 for nothing. This does not seem to be a good practice and terrible customer service. Was advised they can send someone out again, but if the person finds the problem is not covered under warranty, then it will not be covered. This is find, however, isn't that the first person was supposed to fix to begin with? Seems to me they take our premiums we paid, but do the least amount possible to fix things. Had a person come out to fix stove a week prior. Very nice gentleman. Unfortunately, we are still having the problem with the stove, so this was not fixed either. That was another $75 for nothing.

Desired Settlement: Repair of initial problem. We should not have to pay the first repair person the company sent out to fix a problem he did not fix. That is not why he was sent to my house to do any maintenance work. He was sent to fix the problem by the warranty company, and he did not.

Business Response: The service provider came out to the home and found water backing up into the combustion blower housing. The technician cleaned water out of the system, which is not covered under the warranty as the warranty does not cover general maintenance or cleaning. The warranty covers mechanical failures due to normal wear and tear. HSA has verified with the service provider that they have left several voice mails with the homeowner trying to set up a service call. The service provider is willing to look at the system and report the diagnosis to HSA. At this point, HSA is waiting for the homeowner to set up the appointment with the service provider so HSA can get the diagnosis from the vendor on why the furnace is failure on the second claim.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/17/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The 2nd week of November, our washer was diagnosed as beyond repair. We were initially told that we would get a new washer by the latter end of November. No one showed. I was upset and called and tried to talk to them, and then they said we would get the washer December 4th. They left a message on my wife's phone and told her it would be delivered on the 6th, and then they called and left another message and now they say the 8th. These people and the company that they work with (which is ***** **********) are ridiculous. I've had bad customer service before, but this has topped them all. Its a crying shame that we have to wait and wait and wait for a simple washer that we should have had already.

Desired Settlement: We want our new washer, and I want HSA to waive 3 months policy payment, and MAYBE I'll consider keeping them after this transaction. If they don't, I will cancel them and make this complaint known all over.

Business Response: HSA apologizes for the inconvenience with the clothes washer claim.  HSA did order the new unit on 11/6/13 that was not available until at least 11/13/13.  On 11/13/13, the homeowner called stating that the unit was not delivered and HSA gave the customer the phone number to ***** **********.  The homeowner called back on 12/3/13 stating that the new unit was not installed yet.  HSA called ***** ********** and was advised that the unit would be delivered on 12/4/13.  Unfortunately, once HSA ordered the unit from ***** **********, the time of the delivery and installation of  the unit is out of HSA's control.  This would be between the homeowner and ***** **********.  HSA does understand the frustration the homeowner has with the delay in the delivery and installation of the washer, but the three months of premium will not be waived.

Consumer Response: These people are full of it! They say and things that aren't true and then try to reflect it back to the customer. If they don't wanna do whats right and make sure that the customer remains safistfied, then so be it.  I will honor the remaining contract, but will NOT renew with HSA again. Also, I request that this complaint is posted for everyone to see. To the public...I would NOT recommend this home warranty place to anyone. It would be in your best interest to shop around first because you CAN do a lot better for your hard earned money.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had purchased a home warranty from HSA at the time of closing with our new home. All inspections of the home went well and no major issues were found. 3 Days after moving in our heating system completely failed. We contacted HSA in a panic as it was very cold. They had us contact the one and only authorized repair shop to come and investigate. The repair shop said we needed an new system completely. Within 30 minutes of hearing this HSA quickly rejected our claim saying the system failed previous to the contract. This is imposible. The heater passed inspection, and has been running fine during all of our walkthroughs and previous inspections. Even when moving in it was very cozy and warm. Only on the third night did our heating system fail. I think HSA is in coercion with the HVAC repair shop so they don't need to honor claims. Why couldn't I use an independent contractor upfront for the analysis? Because they want someone who will give them any reason to deny a claim so they hand pick their technicians to send out on trouble calls.

Desired Settlement: I want HSA to fully honor their obligation to fix the heater that failed 3 days after we closed on a house and received coverage.

Business Response: The claim was approved and the equipment has been ordered as of today.  The homeowner has been advised of this.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I would like to cancel my warranty with HSA but the company will not issue a refund. My wife and I recently bought a home (July 2013) and purchased our home warranty from HSA. We subsequently filed two claims for service on our appliances and both claims were denied. The first claim was related to a service performed by a preferred contractor (selected by HSA). After the service was performed, the contractor collected the deductible due for the service and stated that the rest was covered by home warranty. However, three weeks later, I informed that the claim was denied and we now owed the entire amount to the contractor for the service performed. At no time were we informed that the claim was pending review and that we may be liable for the remaining amount. We were given NO OPTIONS to shop around for a preferred contractor and now end up owing the contractor hundreds of dollars. Later, another claim was denied because, as HSA stated, it wasn't due to wear and tear. Though, when I called, the customer service representative stated that it was normal wear and tear but it was not due to mechanical failure so the claim would not be honored. After these two instances and the lack of customer service, I expressed my desire to cancel the service and obtain a refund on my annual service fee. However, I was denied and stated that my only option would be to "not renew" the contract when it ends and they would keep the entire amount. This makes little to no sense because there is no incentive for the company to provide quality customer service when they no there is no chance of them losing money. Their actions related to the claims were dishonest and their customer service that followed was rude and argumentative. Please assist me in the recovery of my pre-paid annual service fee.

Desired Settlement: $419 refund for pre-paid services.

Business Response: The refrigerator claim was denied due to the drain needed to be unclogged, which is not covered under the warranty. The warranty does not cover general maintenance issues. On the dishwasher claim, the homeowner was given authorized choice because HSA did not have a service provider that worked on that specific brand and the homeowner stated he knew of one. When HSA gives a homeowner authorized choice, HSA advises them to have the service provider call in to HSA to speak with an authorization associate to get a diagnosis of the failure before the work is done. The claim was denied due to failure was not normal wear and tear as the service provider found glass in the sump of the dishwasher. The contract is a non-cancellable contract; however, the contract does cover mechanical failures due to normal wear and tear.

Business Response: Per your contract, on page 3, number 3: Deductible: you will pay the $75.00 deductible for each separate trade call. If multiple visits are required for the same repair you will not becharged an additional deductible. Trade call means each visit by an authorized repair contractor. The deductible shall apply to all approved costs including service call charges. If service work performed under this contract should fail, then HSA will make the necessary repairs without an additional deductible for a period of 90 days on parts and 30 days on labor. In the event that the failure is not covered, you are responsible for all charges incurred. As far as cancelling  the contract, see Section H:The warranty is non-cancelable by either party except for the following: A. The contract fees are not paid. B. Fraud or misrepresentation of facts material to the issuance of this contract. C. If the contract provides coverage for the seller during the listing period and the listing is withdrawn or expires. Should this contract be cancelable under the laws of the state where the contract holder resides, an allowable administrative fee will be charged upon cancellation. There are not allowable state provisions that allows the customer to cancel the contract.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 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 BBB. 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Although business did give me MLPs insurance information, they are now putting the responsibility on us to get restitution for damage. This vendor was their vendor, not one we chose. They should do more to get matter resolved and get us full reimbursement for damages.


The only reason they have done any thing is because of pressure from BBB, which I truly appreciate.    

Regards,

****** ******

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been told several times by this company that I did not need septic coverage because I did not use a septic system. My waste is taken care of by city sewage. I have a below ground bathroom, which I disclosed, and was told that would be covered. When I had a problem with it, they denied coverage because they classified it as a septic system.

Desired Settlement: I paid $115 dollars for the service call. My deductible is $50. I would like the $65 dollars that I should not have had to pay.

Business Response: HSA cannot be aware what the home has unless the homeowner tells us what the home has. The contract clearly states that the ejector lift pump is not covered under the base coverage, and is only covered when the septic option is purchased. The contract is mailed every year to the homeowner for their review, so options can be added, if needed. The denial of the ejector lift pump claim stands.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The issue I have is not with the contract which I signed, but with the misrepresentation I got from the HSA renewal team, which told me that Septic coverage was only required if I had a septic system.  I do not have a septic system, but I do apparently have parts in my house used as part of my plumbing that HSA only believes are used by Septic systems.


I have little doubt that legally they are not obligated to pay out, but I do not think that any business that deceives it's clientele and hides behind the letter of their contracts deserves an A+ rating from the BBB.

Regards,

***** *****

 

 

Business Response: HSA apologizes for the mis-understanding on the warranty coverage for the homeowner's home. HSA is refunding the homeowner for the service call fee of $115.00. The homeowner can scan and email the invoice to a ******* **********, ****** ****** at *************************** and she will have the refund check mailed out to the homeowner.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Home Warranty from HSA upon purchasing a home. I tried to request a service on two occasions one for AC and one for plumbing and neither time could they provide someone to come out and take care of or even look at the issue. They told me that they do not have vendors in *******. I sent a letter canceling my contract and requested a full refund since they could not fulfill the contract. I have called on several occasions and they tell me my contract has been cancelled. It was cancelled on 8-8-2013. The date is correct but it has been well over a month and I have still not received my refund. I have tried calling and no one will return the call or email as to where my refund is.

Desired Settlement: Please refund the full amount of 498.00 since HSA failed to provide any service as advertised when requested to do so.

Business Response:

HSA apologizes for the inconvenience to the homeowner. The cancellation letter has been emailed to the homeowner and needs to be signed and returned for the refund to be processed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Have we had a response from HSA,  I am still waiting on the refund of what they said they would give.

Regards,

****** ******

 

 

Business Response: HSA has not received the signed cancellation letter from the homeowner.  As stated before, HSA will release the refund check once the signed cancellation letter is returned.  HSA has re-emailed the cancellation letter to the homeowner, in case the homeowner needs another copy.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife & I call HSA on Aug 26 2013 our microwave and build in oven HSA has sent two tech from AE five different times it is now oct 27 2013 each time the techs came out the find different problems and order wrong parts so after many complaints & many phone calls one of which is to HSA supervisor **** reference number is ******* another reference number to AE same complaint is 1851513 and we still do not have a over to cook for our family so between Aug, & Oct, tech diagnosis being wrong, wrong parts ,& to call HSA & AE so our oven can get fix to hear HSA say to us there nothing the can do to get our oven ix in a reasonable time says to me & my wife that HSA you pay for a service and we will get to you when we can because you do not matter,

Consumer Response: Consumer said that the company came out and sent a different company and finally did fix the oven with the new board they ordered.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/26/2013 Guarantee/Warranty Issues
10/26/2013 Problems with Product/Service | Complaint Details Unavailable
10/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In July of 2011 while I in my first contract year with HSA I had an issue with my dryer. At that time I was told it was not covered and that next time I would have to purchase the upgraded package to get the dryer covered. We fixed the dryer without their assistance or payment and renewed our contract two more times with HSA. Most recently prior to renewing I called and asked what needed to be done to make sure the dryer was covered. I was told to purchase the 7 star upgrade. I went to their website and renewed and did purchase the upgrade. Today 9/27/2013 I called to start a claim that my dryer was not drying clothes. I was told that I hadn't purchased the correct upgrade and getting the dryer covered required something even more than the $732 I already paid this year alone. I specifically stated that I did as I was instructed to do by someone at their company. I was put on hold multiple times. I'm on hold right now and I have been for over a half hour this most recent time. The last person I spoke with tired to explain that even though one part of my contract states that I paid for an upgrade for additional coverage that it is not the same additional coverage that covers the dryer. I was then put on hold for over a half hour. When I called back and asked for the highest supervisor I was sent back to the voice mail of the person who was rude to me and put me on hold for so long. I am now finding out that the washer/dryer coverage should have only been $70 not the $149 that I was charged for the upgrade package.

Desired Settlement: I want the money I have already paid put towards a retro active washer/dryer coverage package and a refund for the remaining amount since I didn't really want the upgrade package, just the washer/dryer addition in the first place. I also want an apology.

Business Response: HSA apologizes for the long hold times the homeowner experienced, when they recently called regarding the dryer claim. HSA records show that the homeowner has the 7 star upgrade added to their contract, which does not include the washer and dryer. The washer and dryer is a separate option that was not purchased on the current contract. When renewing online, the website automatically takes the homeowner to the option page, which shows that the washer and dryer is an option. The contract was mailed to the homeowner on 11/19/12 and it clearly shows that the washer and dryer are not included in the 7 star upgrade and are an option to be purchased separately.

Business Response: HSA has added the washer and dryer coverage to the homeowner's contract and will be issuing a $79 refund check for the remainder of the $149 that was used for the 7 star upgrade. A supervisor will be contacting the homeowner to proceed with filing a clothes dryer claim. HSA apologizes for any inconvenience this may have caused the homeowner.

Consumer Response:

 

Better Business Bureau:

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

Thank you for listening fully to all the issues and addressing each one. 

Regards,

 

***** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/16/2013 Guarantee/Warranty Issues
10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company is just out to get money. We called them because our microwave wasn't working. A tech came out to our house, opened it and never even turned it on. We got a letter from this company that it isn't covered for Failure To Non-Covered Component. What is this?? The letter also states they do not cover things with a pre-existing condition! We bought a USED house with USED appliances! Everything used probably has a pre-existing condition. How was this tech able to know what was wrong with our microwave if he didn't even turn it on? The deductible is $75, what a waste of money.

Desired Settlement: We want the microwave repaired or replaced without having to pay ANOTHER deductible.

Business Response:

In our basic coverage we do not cover the lining for a micro-wave oven. We do provide a lot of value and coverage in our policies even the basic, but there are some aspects outside our limits of liability. We do offer additional tiers of coverage that do. HSA’s seven star upgrade extends potential coverage to the interior lining of the microwave oven. On this property there were no additional coverage selected to decrease the exposure a customer could incur with a failure.  

********* **** was the HSA service provider that was dispatched out for service. They reported to HSA that the cavity lining on the microwave had burnt marks and sparked causing even the turn table to explode. The technician could see burnt marks on the bottom of the microwave. When we asked the technician what would cause this he stated that you see this type of failure due to grease and food particles. He did mention at the time he was there that the unit was clean and saw some grease around the bottom, but over time with cooking food uncovered grease and food can splatter causing this. We advised the denial to the customer.

The customer did dispute the claim decision and reviewed with a supervisor.  The supervisor discussed the contract coverage, what the technician reported, and the customers concerns with the technicians report and what the customer recourse could be regarding the disputed diagnosis.  The customer was advised that they were welcome to have a second opinion from a licensed technician and we would review their diagnosis. We advised that we require speaking with them before any work was done. We advised that if their diagnosis was the same and the claim was denied they would be responsible for the fees incurred.

Regarding customer’s comment of HSA not providing the report given to us by ********* ****:

On 9/26/13 when the customer spoke to the supervisor and during this call as well he had asked for a written report on what ********* **** advised regarding the failure. On the same day this request was made the customer was this in the body of a letter:

 This letter is in regards to your request for information on your microwave claim, tracking number ***************, at the above address.

********* ***** **** reported to Home Security of American Inc. (HSA) that the cavity lining on the bottom of the microwave oven was pitted and burnt. As a result the cavity sparks and even caused the glass tray to explode. ********* **** reported that a cavity normally becomes burnt and pitted like this because of food and grease particles. It would require replacing the oven cavity lining as it is not running properly and sparks when in use, which is not normal operations.

Please reference paragraph 4 of Section E of your contract which states that liners are not a covered component part for appliances. HSA would not be able to offer assistance with this failure.

If you have any further questions please call ###-###-####

The customer responded by sending this email on 9/26/13.

This is not what I asked for this morning when we talked. I asked for a copy of the report from ********* ****. You, and the other Representative, I spoke to, told me that the report said the microwave is working.  Again, the technician did NOT test this microwave, so how can he know it is working? Please send me a copy of the report, as we discussed.

The same supervisor sent this response on 9/27/13:

I hope I can clarify this for you, but please let me know if you still have questions after. I want you to full understand your claim and your warranty. You asked for the report that the technician provided. That is what I provided above. I am thinking the confusion is coming from us relaying to you that the technician is stating the unit runs, but sparks.  The word "run" is what I think you are focusing on and you need to hear the whole context of what is being reporting on the failure. The word "run" is not the technician or HSA advising you that the system does not have a failure. A failure can have many forms. Some failures will provide no electricity and will not allow the unit to come on at all "or run". Other failures will still allow power to the unit and let it turn on "or run", but then will experience problems with the operation of the unit. That is what is occurring here. The unit runs, but has an operational failure. When the unit is running it sparks. The sparking is not safe and a sign of improper operation. The technician stated that the reason this is occurring is because of a pitted and burnt cavity lining. We are not able to cover this claim because the component part that is causing the microwave to not operate properly is one that is not covered.

Regarding your statement of the technician not testing the unit, I advised you your course of action if you are disputing the technician's diagnosis. You are welcome to a second opinion. It has to be from a licensed technician if it is needed for this type of repair in your area. HSA requires that we are able to speak to that technician prior to any repairs or replacement. If the technician reports the findings that our technician is reporting and the claim is not covered you are responsible for the charges from that service provider.

 

Please let me know if you have any other questions or need further assistance.

It seems that the BBB complaint had been filed after this communication.  We have not been contact further since the supervisor had this communication with the customer on 9/27/13. At this time HSA would not be able to offer any coverage regarding this failure.

Business Response:

Technician’s report: We receive our reports verbally from our technician’s. What we are typing up and sending you is the information we have received from the technician verbally. This report is exactly what we have been advising you, but here is some transcript of the call between ********* **** and HSA:

Tech: The oven cavity has pitted burn marks on it. The glass tray exploded it.

HSA: The glass tray exploded how does that happen?

Tech: Normally when you get the cavity burnt and pitted like that you have food or grease that makes it start arching.

HSA: What is the system doing or not doing as a result of the failure?

TECH: It runs, but sparks like lightening in there.

HSA: Still curious how the glass tray exploded?

TECH: From the oven cavity being pitted.

HSA: So it was the cavity causing sparks and that is how the glass exploded?

TECH: Yes.

HSA: Do you know how these pitted burn marks got into the microwave? How does that happen?

TECH: Normally it is because of food. Happens when they don't cover stuff up and grease splatters all over it. It is clean now, but there is some grease still up on the top.

HSA: So grease causes burn marks on the cavity?

TECH: It can with the food particles and has underneath the tray.

HSA: So all of this burn marking you are seeing is under the tray.

TECH: Yes. You would have to replace the oven cavity.

HSA has a department that is dedicated to researching and monitoring the relationship and quality of work performed by our recommended providers. We make sure they are properly licensed for the type of repairs they are preforming in the area they are preforming them. Due to quality monitoring it would be in the service providers’ interest to provide through service. You keep disputing the diagnostic that ********* **** has given HSA and has become you said they said situation. So how our company resolves these is by allowing another opinion with certain stipulations. If that service company reports their finding and is supportive of what the original provider is reporting then you the homeowner is responsible for the diagnostic cost of that other opinion. If their reports are the same then it would support that our provider did the necessary diagnostics.

HSA has done all it can at this point with advising you of the necessary steps you can follow if you are disputing the diagnosis provided by ********* ****. Unless you take the steps outlined above and allow HSA to review another opinion then this claim status would stand as is, as a denial to a non-covered component, with the failure to the microwave lining.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *********

 

Again. If the the Technician would have tested it. He would have heard the noise it is making, and never did until that night. I had three of your represenatives tell me he ran it, according to his report. He didnt. He looked at it, said it was caused by food and grease, charged us $75.00, and that was it. Funny how we got part of the conversation, but nothing that said he ran it. Wish I could send you a picture of the Microwave, where I am doing a remodel. Gross, but working fine. 

I am no longer going to waste the BBB's time, or mine. We got screwed, and that's the way it is.

**** *********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

10/11/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We called a plumber to assess a smell that was coming from the exposed sewage line that connects to the main sewage line that runs out of the house. The technician determined that part of the line was back pitched causing some water/sewage to stay in the line. He recommended rerouting the sewage line and couple other lines so that components leave the pipe in the correct manner. Originally the claim was denied because the plumber said it was due to incorrect installation, not wear and tear, which isn't what he said at all. He specifically said the line was back pitched probably due to wear and tear. She kept probing him as though she was looking for him to answer incorrectly. She asked if the line was in concrete or below concrete and the tech. said he wouldn't be able to tell that until he broke up the concrete. I didn't feel right about that claim, so I called back two more times. Both, reps. told me they would call the technician, I gave them the number and to find out yesterday no one called. I then called yesterday and talked to a supervisor. Again the probing for wrong answers ensued. Eventually, after asking round about questions for about a half hour and asked specifically what the supervisor was looking for. He again asked the plumber if it was in concrete or in dirt below the concrete, which was already noted (I don't see the need to ask again) and again he said he wouldn't be able tell without breaking the concrete. The main determination (this time) was asking what he felt could have caused the backpitch. The plumber after being interrogated for twenty minutes, mentioned a few, tree roots, soil. But then later stated that it could have been a number of items such as NORMAL WEAR AND TEAR or hard water, ect, because the house is about 100 yrs. old. But because he said it was roots or soil at one point, the supervisor hung on to this and declined it. The bottom line though is that no one will be able to diagnose the cause of it until they break up the concrete and look at the actual pipe. I feel the people of has probe and probe until the get the wrong answer they want to hear. And when they get some statement, even if it's not the whole statement, they cling onto it regardless. As if not one of them has ever said something and then gone back and retracted their statement because they were under pressure and didn't get to say what they really wanted to say. I believe this should be covered. The cost was approximately $4200, and I would like coverage or reimbursement for it.

Desired Settlement: coverage or reimbursement for repairs

Business Response: The homeowner called back and conferenced the plumber in with a HSA Service Support Specialist, because he felt the diagnosis of improper installation was incorrect when the technician called in the first time. HSA asked the technician to clarify what caused the failure. The plumber stated that tree roots or shifting of soil caused this backpitching of the line. HSA asked the plumber if anything else could cause the backpitching of the line other than tree roots or soil movement and the technician stated nothing that he could think of. HSA advised that the claim would have been denied because the contract does not cover for tree roots or shifting of soil, because this is not normal wear and tear. Once the claim was denied, technician recanted his diagnosis stating that it was normal wear and tear. HSA requested a second opinion from an afiliated vendor since the homeowner's vendor recanted the diagnosis after the claim was denied. The homeowner stated that he will call HSA back to let him know his decision. At this time, the claim stands as denied.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The technician said it could be due to wear and tear and that there could be causes other than roots and soil shifting, such as corrosion, hard water, and the wear and tear that would accompany a 99-year-old house, etc.  Most importantly, he said there is no way to correctly diagnose the cause without looking at the pipe itself, which could not occur without busting up the concrete.  Until there is a clear view of the pipe and damage, there is only speculation as to the cause of the damage. I would expect a reputable warranty company would determine whether or not a claim is covered by the policy based on more than a blind hypothesis. 


The technician also said that the he felt like he was being probed and requestioned in order to "catch" him saying the wrong answer. The warranty employee maintained a very scripted  sort of the conversation.  I was on the call - perhaps if we knew that every word that was said was going to be treated like a deposition, we would have prepared better like those on the other end of the line that were trained to ask certain questions.  The technician has no allegiance to me. He was just doing his job, and trying to help someone out that he thought should be treated fairly.  


My family and I are not trying to take advantage of the system. We are merely trying to utilize a home warranty which we have paid for. As a customer, we feel the warranty company is looking for every way NOT to pay the claim, rather than providing the services that are outlined in the warranty agreement. We look forward to a timely and positive response to our concerns. 

Kindly,

******* ******

 

 

Business Response: The homeowner had an HSA affiliated vendor out for a second opinion and the technician found the pipe was failing under the concrete in the dirt, which is not covered under the warranty. The contract covers mechanical failures due to normal wear and tear that occur in the interior of the home. Per the contract, the interior is defines as "the space within the external surface area which constitutes the perimeter of the residence’s exterior walls; under the roofing materials; above or encased in the basement floor or home’s slab, or above the ground surface in a crawl space." The claim is denied due to the failure being on the exterior of the home. The homeowner has been advised of this.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Requested a Hot Tub Repair and was told it was not covered due to labor charges for modifications needed. Asked them to not installed / modify and only replace bad parts. They refused. Asked for Cash Out option as stated in contract and was refused.

Desired Settlement: either completely pay for hot tub repair or send Cash Out options for parts.

Business Response:

A supervisor has contacted the homeowner and an agreement has been reached.

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution (Repair to operating condition will be paid in full by HSA) is satisfactory to me. 

Regards,

 

*** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently bought a home in June 2013 and provided with the sale of the home was a home warranty service (HSA - Home Security Association of Virginia). In August my evaporator coil sprung a leak as confirmed by two HVAC techs. I contacted HSA to set up a repair, however HSA responded by saying they would replace the entire air handler unit. This initially sounded good until I realized that per the contract regarding AHU repairs/replacements that certain labor and modification cost were not included in the contract. After some consideration I asked why HSA is pushing me to have the AHU replaced rather than repair/replace the failing component - the evaporator coil? HSA explained that the cost to replace the coil was cost prohibitive as compared to replacing the AHU, which is not a contract condition. Also, HSA stated that if I had the coil repaired/replaced that they would no longer warranty/service any other component of the AHU, which also is not a contract condition, but rather default on contract obligations. Essentially, HSA is pushing an AHU replacement which forces/pressures the customer to share an unnecessary liability by replacing the AHU although the only coil is failing. If HSA recommends replacing the AHU although it is not necessary then HSA should do so on its own accord. However, HSA is failing to deliver on its contracted service of repairing or replacing the failing/defective component (coil). HSA per the contract states "we have the sole right to determine if ITEMS will be repaired or replaced. HSA like to interpret this as replacing the AHU system which buys them a manufacturers warranty and where the customers shares half of the cost. However, the more accurate interpretation and contract terms are the failing- ITEM(s)/COMPONENT PARTS, not entire SYSTEMS when only the COMPONENT(s) require repair or replacement. HSA has threatened to alter the contract by denying/making other covered services conditional upon my choice of repair, essentially if I do not follow HSAs preferred course of action (paying for unnecessary services) other services will be denied, although this is not a contract condition. Per the contract, "subsequent failures to the same system will be the exempt from coverage UNLESS and until proof of repair is submitted to HSA." Therefore, coverage for subsequent failure per the contract is ONLY denied when proof of the preceding repair IS NOT provided to HSA.Please see email traffic below regarding this issue and contract for said services:What's the status on repairing or replacing my coil? --- Original Message ---From: "*****" *****************Sent: September 20, 2013 2:16 PMTo: "** ****** ********************** ***************************Subject: Re: FW: Re: ***** ******* ***** **** ClaimHSA's sole right IS to REPAIR or REPLACE the failing component (ITEM(S), NOT SYSTEM) - the coil. The AH system as a whole is not failing. Whether HSA repairs or replaces the coil or not doesnt matter to me, but the repair or replacement of the coil doesn't allow HSA to default on its contractual obligations should another/separate component of the AH fail, this is not anywhere in the contract. The contract states "subsequent failures to the same system will be the exempt from coverage UNLESS and until proof of repair is submitted to HSA." Coverage for subsequent failure per the contract is ONLY denied when proof of the preceding repair IS NOT provided to HSA. Repair or replace the coil asap. This warranty was provided by the real estate agent with the sale of this home. If HSA cannot uphold their contractual obligations I will start with communicating to my real estate agent and the selling agent my problems getting serviced by HSA. --- Original Message ---From: "** *****" *********************Sent: September 20, 2013 1:41 PMTo: "*****" *****************Subject: Re: FW: Re: ***** ******* ***** **** Claim*****, We have 2 options at this point. You can either take a cash out and replace just the coil only, which in return HSA will no longer warrant the air handler as we reserve the right under the contract to repair or replace at our discretion. Based on the diagnosis and the recommendation of ******* ******** we have opted to replace the entire air handler not just the coil. Under your contract under section D, customer service #2, it states among other things "we have the sole right to determine if items will be repaired or replaced." If you decide that you want to move forward with the air handler replacement we need your permission on the non covered charges before we can order equipment. Based on the basic plan that you have, those items are not something that HSA is liable for. Please let me know how you would like to move forward. ******On Thu, Sep 19, 2013 at 7:27 PM, ***** ***************** wrote:****, No, I do not approve payment for non covered items associated with the installation of a new AHU when only the coil needs to be replaced. HSA has been contracted to warranty, repair, or replace the failing component(s); in other words the coil, not the AHU. Again, make arrangements to replace the coil ASAP as we have not reached a resolution to this issue for almost a month. Regarding your previous statements - Cost prohibition is not a contract condition that can deny covered services under this contract, except in cases where cost exceeds aggregated coverage(s) of contract; nor can the contract be altered (such as making conditional changes to existing contract services pending acceptance of HSA preferred course of action, thus threatening default of responsibility on other covered services) without consent of both parties; nor can the home warranty force the homeowner to bear undue liabilities (unnecessary repairs to operational components) to minimize or hedge against further coverage/liabilities from the home warranty, although the primary reason and responsibility of insu

Desired Settlement: Have my evaporator coil repaired or replaced per the contract.

Business Response:

In this case the customers' air handler unit was having a failure with the part called the evaporator coil. Please reference picture if needed to know what an air handler and an evaporator coil are. Originally we were authorizing the replacement of the entire air handler unit vs repairing it by providing a new evaporator coil part. When HSA determines to replace or repair we take into consideration multiple factors including, but not limited to, the age of equipment, the condition of the over all equipment itself and the cost difference in making the repair vs replacement. HSA's difference in cost from doing the repair vs replacing was less than $300. I do understand with any replacement or repair there could in some cases be additional costs that are the customers' responsibility. These costs are necessary to effect the repair or replacement, but are excluded from coverage. HSA provides different warranty tiers options. The premium tiers provide additional coverage for these types of costs that the customer could be exposed to during a repair or replacement. No premium tiers were not selected for this policy.
We were in our contract obligation in what we originally authorized for the customer with the replacement of the entire air handler unit vs the repair of changing out the evaporator coil part. Paragraph 2 of section D of the customer's policy states: HSA has the sole right to determine if items will be repaired or replaced. In this case HSA authorized the replacement of the entire air handler. If the customer did not move forward with the replacement and did a repair in changing out out parts to the system on his property that is his right to do, but is not what HSA authorized for service. Therefore we would not be obligated to offer any compensation towards a repair. The offer would still be there for when the customer was ready to use it for what it was approved for, which would be the replacement of the air handler. Paragraph 2 of section D also states: Once a failure has been diagnosed, subsequent failures to the same system will be exempt from coverage unless and until proof of repair is submitted to HSA. Proof shall include, but is not limited to, receipts verifying repair and/or replacement. HSA approved for the replacement of the entire air handler to repair the failing evaporator coil part. In this case the proof would have been the requirement of the entire replacement of the air handler before HSA would look authorizing any more work.
Even though we were within our contract rights of how we originally authorized this claim we did end allowing to move to the the repair and providing a new evaporator coil to the existing air handler and advised the customer that any new failures would have potential coverage following the terms and conditions of his HSA policy.
At this time the customer has agreed to move forward with putting in a new evaporator coil part.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WE provided an engineering analysis for replacement of a new a/c at **** ****** *** ** WE made a trip to the residence. We worked up a bid and submitted it to *** *****. 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, *** **** *********************** wrote:

Received check today!!!!!    sorry  Thanks

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/27/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My family has been in need of adequate air conditioning in my newly purchased VA home. We first reported air conditioning problems in early July shortly after purchasing home. Home warranty company sent several technicians out to fix the problem but none of the vendors authorized by the warranty company could resolve, so i obtained authorization to get another company to service my problem. The local company I acquired fixed one of the problems within 30 mins that two different service companies on five different visits could not and the warranty company is not reimbursing me for the repair since they said the repair was not covered all after one of the vendors they provided already charged me an additional 450.00 to repair and did not. The company I called also diagnosed another problem that the warranty company vendors did not observe and now I am still waiting on the warranty company to authorize repair after calling a supervisor several times and waiting an extremely long time on the phone, one call took over an hour wait. Also, company representatives refuse to give me corporate contacts to escalate my problem since I still do not have adequate cool air in my newly purchased VA home in GA with temperatures consistently over 90 degrees. I don't know know what else to do, please assist.

Desired Settlement: Repair to fix existing problem and refund of charged services of warranty company vendored service company who did not fix immediate problem.

Business Response: HSA apologizes for the inconvenience to the homeowner and his family. The first two claims were denied due to cleaning of the drain pan and the condensation line was clogged and the warranty does not cover cleaning or general maintenance. The third claim was approved and HSA replaced the evaporator coil and there were $430 in non-covered charges. The $430.00 were for installation modifications, coolant evacuation and recovery and the disposal fee, which are not covered under the warranty. HSA has approved the recent repair where the homeowner used his own vendor and has advised the homeowner to send in a copy of the paid invoice for reimbursement. HSA will be adjust pricing to what the HSA affiliated vendor would have charged for this repair and the homeowner has been advised of this.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is my second complaint against this company with another issue. And again I would like to say that the company seems to be designed to STEAL money from customers. I am planning to file a report with the state of Wisconsin office of the commissioner of insurance. On August 8 the AC unit in my house failed to cool. This happened around 2 AM. In the morning I have contacted a vendor of my choice to have the unit repair. I have a 4 month old baby son in my house. The ****** **** *** replaced the blown run capacitor in the AC unit. I am asked the HSA to reimburse the expense of $237.00 in accordance with the terms of the insurance policy. On the same day I submitted a claim to the HSA In a week I contacted the HAS customer service and a representative responded that they are going to deny the claim and not reimburse the expense. The reason she explained was that I “failed to contact their vendor” who would supposedly charge only 70 dollars. They cannot reimburse 70 dollars because it will be c co-pay. When I mentioned that the HSA had paid previously the expense I paid to the ****** **** ***, the representative answered that this was “a different scenario.” One may wonder how many scenarios the HSA has in addition to the one written in the contract. I will not renew my contract with HSA after in expires.

Desired Settlement: I do desire $237.00 refund to pay the expense.

Business Response: HSA has associates available 24 hours a day for situations as these and would have been able to provide an HSA affiliated vendor to the homeowner had HSA been notified of the failure prior to service. The contract states the "requirement that we have the opportunity to speak with the service contractor prior to the implementation of any repairs. Failure to do so may result in our denial of reimbursement for the expenses you incurred." However, with the claim was not denied. HSA did approve this claim and adjusted pricing to what the HSA affiliated vendor would have charged for the same repair. After the $75.00 deductible, the amount that is being reimbursed to the homeowner is $15.00. The reimbursement check was mailed out to the homeowner on 9/6/13.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been working with HSA for my broken refrigerator for the last 3 weeks and they have not been able to finish the Job. They worked with technicians from Long Lane and the technician has come 2 time till now and will come again tomorrow.The technician does not do a complete diagnostics and does some fix and I call HSA argue for an hour and the same technician comes again to replace another part of the refrigerator . Then he leaves and again the refrigerator is not cooling and I call again HSA and spend another 2 hours to convince HSA that deductible is not applicable if technician comes in again and they kind of agree and the same cycle continues.....and the refrigerator never works and all the food is thrown off every day morning. If I explain the seriousness of the issue to HSA representative over phone - she repeats the same word "I understand sir but.....". I even told HSA that I am fully dissatisified on the way they have handled this refrigerator issue and aksed them for refrigerator replacement - instead of giving a plan for doing the same or equivalent they suggested I buy refrigerator and they can re-imburse repair fees.I will never recommend HSA to anyone and I want to exit HSA soon.

Desired Settlement: Fix refrigerator and make sure it is working or replace refrigerator

Business Response: HSA has already approved the replacement of the refrigerator and advised the homeowner of the unit that HSA is offering him. HSA is waiting for the homeowner to contact them with his decision.

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.]

Better Business Bureau:

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

Regards,

 

******* ********

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/8/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Moved into a new home and purchased the top level home owners warranty that covered unknown pre-existing conditions, failures dues to lack of maintenance, failures due to rust & corrosion, etc, etc. Upon moving into the house we found that the hot water heater that services the main level was not working and from the looks of the exterior of the hot water heater never would have thought there was anything wrong with the until. HSA denied the claim on the first phone call based on pre-existing condition prior to moving into the new home when on the front of their brochure spells out that it covers unknown pre-existing conditions. When we argued that successfully, they stated that the unit must have been rusty and again we noted that the contract and major bullet points on the front of the brochure spells our specifically...any failures due to rust and corrosion. We were told by the HSA agent that we needed to open the hot water heater prior to buying the home to look for faulty upper elements and a faulty lower unit. I am not an plumber or HVAC person and wouldn't know a faulty hot water heater from a good one even if I tore the entire unit apart. Photo's of the exterior of the unit were sent to the service supervisor at HSA and an explanation of our contract to buy the house noting that the main level master bedroom shower head (which is where I checked for how the unit functioned for pressure as well as hot water) and immediately walked upstairs to see if the showers there worked, which they did and had hot water. Upon closing, we were assured by the agent that the repair to the master shower was completed and did not learn of the issue with the hot water heater until after closing and moving in that same evening. HSA was contact immediately and was told a technician would be there Monday morning, to whom we had to pay our $100.00 deductible for a $330.00 total repair bill.

Desired Settlement: HSA needs to either stand up and do the right thing here in repairing the hot water heater with a new upper element and lower thermostat of refund our poli9cy to the tune of $745.00.

Business Response: This claim denial was overturned before the customer contacted the BBB.  A supervisor contacted the customer to advise of this.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: unethical practices, service agent misdiagnosed issue and charged srvice fee, not deductible. mis diagnosed issue is still and issue. HSA company will not waive prior service fee nor agree to have orignal installer and prior maintinence co. do work. unlogical and bad business practice claim manger Nicole employee # **** very offensive

Desired Settlement: apology and authorization for original intaler and prior maintinence co to do the work and grant union price or discount union price to retail price and waive/rebate prior service fee.

Business Response: The contract states that if the claim is denied,a service fee for the technician's time would be applied. The previous claim was denied due to no operational failure found. As far as the deductible being waived, the contract also states "If service work performed under this contract should fail, then HSA will make the necessary repairs without an additional deductible for a period of 90 days on parts and 30 days on labor. In the event that the failure is not covered, you are responsible for all charges incurred." In regards to the recent heating claim, HSA has advised the homeowner that he can use a vendor of his choice; HSA just needs the diagnosis of the failure before any repairs are done so we can review the claim

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a new home owner. Just purchased a home with HSA Home Warranty. On the cover of the brochure it states "Coverage includes: Undetectable Pre-existing conditions for home buyer" After being in the home for about a week we came to notice that the main bathroom toilet tank had a small leak. After looking at the tank closer, we noticed that there was a hairline crack in the bottom of the tank. I called HSA and notified them. They said a company by the name of ********** ******* *** ******** will call to set an appointment. An appointment was set for the following day 8/22/2013 between 2pm - 4pm. To no avail, no call and no show. I called the company and was told they needed to reschedule for the following day 8/23/2013 between 11am - 1pm. To no avail...No call, No show. I called the company again, and was told that the Technician was responsible to call us. He called and said he was on his way. An hour later he showed up. Right away the technician said there was no problem, after pointing out the hairline crack he immediately said...."It's not covered" That crack is either from over tightening the bolts which is "Installer Faulty" or Misuse or Abuse. Therefore, HSA will not cover it. After calling in the claim and telling me it was denied, he passed me the phone to speak with the HSA Representative who advised me the claim denial. She stated it was either "Installer Fault, Misuse or abuse" As I explained to her the brochure states Coverage Includes: Undetectable Pre-existing conditions for home buyers" Her response, did you read the "FINE PRINT"? Then to be told "You must pay a Deductible of $100.00" For WHAT? You didn't repair or replace ANYTHI

Desired Settlement: I would like to be refunded the Deductible of $100.00 for having to wait for 2 days for services to be denied. Your contracted Technician did NOTHING to repair or replace the problem. Why is there a DEDUCTIBLE if no services were rendered? I can understand if your contracted company showed up as promised in a timely manner, as well as repaired or replaced the problem. My toilet is still dripping and still has a crack in it. I'm trying to prevent a larger problem from happening. The cracked tank will only get worse and can potentially cause a flood in an upstairs home; this can be very damaging. Your brochure falsifies your services. I still need to get the toilet tank replaced. Your contracted Technician could only tell me that he could replace the tank for $175.00 @ $90.00 per/hr.

Business Response: HSA apologizes for the inconvenience the homeowner had with the vendor and scheduling the service call. The technician stated the hair line crack was caused by over tightening of the bolt, which would not be covered under the warranty due to it be faulty workmanship. If the claim is denied, a service call fee would apply for the technician's time. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: HSA is the provider for our home warranties. We have twice filed claims and were initially told by HSA that we would be covered only to have HSA subsequently find ways not to provide coverage. On the first issue, we had a sewer pipe not draining. HSA told us that if it was due to tree roots, they would not cover it otherwise they would. The pipe was scoped and no tree roots were found. Contrary to their previous statement, HSA would not reimburse us and we had to bear the expense of replacing the pipe ourselves. The second issue was also plumbing related, we had a faucet that started leaking after we bought the house. When we filed this claim, HSA sent us a letter on April 25th stating that the claim had been approved: "We are thrilled to inform you that we have approved a service request on your Water Lines! Based on the estimated retail costs without HSA Home Warranty, service on your water lines could hae cost you as much as $310.00!" When the plumber came to fix it, the shut off valve broke off and needed to be replaced. The other shut off valves in the bathroom were also severely corroded (I still have the hardware) and needed to be replaced. HSA denied this claim on two grounds: first on a telephone call that the valves were not failing (again, I have the hardware showing the corrosion) and secondly, in a June 8th letter they stated that "Failue Occurred Prior to the Inception Date of Coverage" (this is not true coverage started in December 2012 and the leak occured in April 2013). In both instances, HSA changed their position and we received no funding from them whatsoever.

Desired Settlement: As HSA does not honor their commitments, I would like a full refund of our premium and cancellation of the policy. The frustration of dealing with HSA and their inability to honor their commitments makes it not worth continuing this relationship.

Consumer Response: The purchase price was $570.   the contract number is ** **********.

Business Response:

 

The initial drain line claim was denied because the failure was occurring outside the main foundation of the home. This is clearly explained on page 3, secion A of the contract:

A. COVERAGE

HSA will provide home protection coverage for authorized repair or replacement of “Component Parts” mentioned as covered in accordance with the terms and conditions of this contract that fail due to “Operational Failure”. HSA will cover “Loss” so long as the “Component Parts”:

A. Are located within the “Interior” of the main foundation of the home or attached or detached garage (except for the exterior well pump, septic system, condensing unit and pool/spa equipment).

B. Are properly installed throughout the term of this contract for proper diagnosis.

C. Become inoperative due to normal wear and tear.

C.1. HSA will provide coverage for systems and appliances which malfunction due to lack of maintenance, rust or corrosion if the defect or mechanical failure would have otherwise been covered. Coverage is only provided for mechanical failures which occur and are reported to HSA during the term of this contract.

D. Are in “Proper Working Order” on the effective date of this contract.

 

The claim for the faucets was denied because in the technicians professional opinion the leaks were occurring prior to the inception date of the contract. The technician advised HSA the leak had been occurring for a long time for the corrosion to be as sever as it was. HSA covers for failures that occur during the contract period (also outlined in the contract language above, section D.).

HSA apologizes for the confusion around the denials but must follow the terms of the contract when making claims decisions.

 

 

 

 

 

Business Response: A service supervisor followed up with the customer again today.  We apologize for the delay.

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  HSA has reversed their position and mailed me a check.  Many thanks. 

Regards,

 

**** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HSA has failed to uphold to the standards expected of them by a reasonable customer and employees as noted during phone conversations. Initial claim called in to HSA on August 03, 2013. Claim is for a failing air conditioning (AC) unit. Upon initial call, HSA stated they did not have "vendors" available for my particular area (suburban DC). On August 04, 2013, I was able to contact a company willing to give an evaluation/estimate to HSA and HSA immediately declined the proposed work. Additionally, HSA told my wife they wanted a second opinion to come out to the house and added that the temps for the area are not life threatening so it could be up to a week before HSA gets a second opinion. On August 07, 2013, after not hearing from HSA and being without AC for 4 days, my wife called HSA. HSA stated they had no vendors listed for the area so a second opinion was not available. They further explained that a vendor is a company willing to work with home warranty companies and none in the area were willing. On August 09, 2013, we located a second opinion on our own who also was willing to talk to HSA to resolve our AC issue. Following that call, HSA again declined service. It is now August 13, 2013, and we have not had AC for 10 days. Specifically, I am deployed and not available to assist my wife AND two (2) toddlers; ages 2 and 3. My wife has documented the house thermostat temps by taking cellphone pictures of the displayed temps for the house which, on EVERY occasion, are extremely higher than outside. This is very poor treatment of a loyal HSA customer.

Desired Settlement: I was able to personally speak with HSA today, August 13, 2013, and was able to get someone "personally" assigned to my claim. There is still no sign of positive progress. I, not just desire, but expect HSA to make the required repair and quit giving my wife and children the run-around. I give my money every year as required by contract; HSA needs to pay as required by contract.

Business Response: HSA apologizes for any inconvenience the customer has had with the recent air conditioning claim. As of yesterday, August 15, 2013, HSA has decided to go with a full system replacement and has been in contact with customer. HSA has contacted the customer's vendor via email yesterday and is waiting for a response from them to get the pricing breakdown on the system replacement. Once HSA has received the information from the vendor, an authorization associate will contact the homeowner to proceed with the claim.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HSA home warranty has provided inadequate service in replacing my air conditioner. I bought my home April24, 2013. Early in the season the AC unit failed. They charged me a $100 deductible to put freon in the unit and get it running again. However, it never cooled adequately. When my home air conditioner completely failed again in early July 2013, I paid another $100 deductible. The compressor was found to be cracked, and I was without air conditioning for two weeks before HSA finally got it replaced. They spent days searching for a replacement part which they never located. They finally contracted with a HVAC company to try to find the part. The end result was a two week process before I had AC in my home again. I shortened the process slightly by paying an extra $450 to replace the entire outside unit which was available for installation immediately, instead of waiting an additional 3-4 days for them to order a replacement compressor. In this lengthy 2 week process I had to make numerous calls to HSA. Every single time I was on hold for 15 - 20 minutes before speaking to a representative. Now, today my air conditioner is not working again. I called HSA and was told that I would receive a call in 2 days (Monday) from the company that they contracted with to replace the unit in July. So in 2 days I expect to get a call to set up an appointment which will hopefully take place sometime next week. When I asked to have someone come today, they said they don't cover the overtime expense for a Saturday visit. The very poor customer service from HSA Home Warranty has been a terrible disappointment. I thought the home warranty was a benefit when I bought my home.

Desired Settlement: I would like improved customer service. I would also like a refund of at least a portion of the total $650 invested in the AC unit. I felt I had to pay the additional $450 for the air conditioner in order to get the AC functioning more quickly after being without for so long. I don't think it is right that I also had to pay two $100 deductibles within a two month period.

Business Response:

HSA does apologize for any inconvenience that you have experienced concerning your recent air conditioning claim. The $425 are charges that are not covered under your HSA warranty, which include coolant evacuation & recovery, installation modifications, and disposal fee. Due to the delays with the claim, HSA is reimbursing one of the $100 deductibles that was paid. An authorization associate will be contacting you shortly to discuss to the refund. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/24/2013 Problems with Product/Service | Complaint Details Unavailable
8/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a claim with HSA for a faulty and leaky water heater. HSA dispatched a technician who came to my house on 6/29 and simply turned on my water and said that is just "how ********* water is". His inspection of the water heater was no more than looking at it and saying it was from 1998 when in fact the water heater is from 1996. HSA then denied my claim due to "no operational error". I followed up with HSA to investigate how they can determine there is no operation error when nobody even looked at my water heater. I have spoke with 4 people there with little to no follow up on their end regarding my concerns. They continue to claim they are waiting for further clarifcation from the technician, but until I call in, nobody follows up on my concerns. I am no out $100 and can't occupy a home with black water and no hot water at that.

Desired Settlement: With now over 1 week without a functional hot water heater, I am going to have to replace the unit myself since my home warranty company is providing no solution to my problem. Since I paid a $100 deductible for coverage, I would like them to cover the cost of the new water heater.

Business Response: HSA apologizes for the inconvenience surrounding your water heater claim. An authorization associate is following up with the vendor and they will be contacting you, once they have spoken with the technician.

Business Response: HSA is not reviewing this claim any further at this time and considers this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As I mentioned in my previous note, I do not consider this matter closed. Is this how HSA conducts business all the time?  I would think they would have better appreciation for their customers. Again, I would like my $100 refunded to me for no work completed. 

Regards,

**** *********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HSA has failed to complete a service claim in agreement with the service contract and continually refuse to give authorization for me to have the work completed. HSA advised their technician could not perform the service after I waited several days for the appointment and paid the technician the deductible for the repair that he could not complete. HSA continues to give me the runaround in an effort to get out of the repair. This seems to be a dishonest and deceiving practice that should have the A rating reduce to an F. HSA claim using their warranty service saves the home owner time and money and this far from the truth. My claim has been outstanding since 19 Jun 2013. I have been without air-conditioning in 90 degree and above temperature for almost a month this is not the practice of an A rated company.

Desired Settlement: Two service companies have stated what the service problem was and the fix but HSA does not want to pay for the service. I want the system replaced and immediately.

Business Response:

HSA apologizes for the delay in getting this claim finalized for the customer. An Authorization Associate is attempting to call the service company again to obtain the necessary information to move this clam forward. HSA has been trying to contact the service company for a while, but has not had any luck. HSA will be focusing on this claim today and advising the customer of the next steps. HSA apologizes for the delay in getting this claim finalized for the customer. An Authorization Associate is attempting to call the service company again to obtain the necessary information to move this clam forward. HSA has been trying to contact the service company for a while, but has not had any luck. HSA will be focusing on this claim today and advising the customer of the next steps.

Business Response: The check was mailed to the customer on 8/13/13.

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.]

Better Business Bureau:

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

Regards,

 

***** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HSA has failed to repair/replace CENTRAL A/C unit which they installed new less than 14 months ago We have paid premiums to HSA for at least the last 4 years. Last year on may our AC unit failed n they replaced with a new Lennox Central AC unit. This new unit has been nothing but problems since it was installed its broken down 7 times, they have dispatched over 5 different companies and all have concluded it that its leaking freon, however no one has been able to locate leak the freon misteriously evaporates with out leaving leaking traces. the last company that came told us that its ireparable and that they consider it a "LEMON" HSA refuses to replace the unit that is still under manufacturer warranty I called lennox the manufacturer and indeed that unit is under watrranty but since we did not purchase it directly from them we were informed HSA has to request the replacement and claim the warranty. Im very frustrated, at times the internal temperature of our home reaches 92 degrees farenheit, we have restless nights and its affecting my health and mood and work performance, please help us!!

Desired Settlement: We wont settle for anything less than a replacement. the unit has been serviced over 13 times in the last 14 months, averages 1 time per month. We believe its only fair to get it replaced we are paying premiums and also the deductibles(at least 7 out of the 13 service calls each time $55 deductible in addition to yearly premium) every time a company is dispatched to our house to inspect unit. We need it replaced please...

Business Response:

HSA apologizes for the many inconveniences this unit has caused the customer. Whenever a unit is replaced, it should work to its expected capacity. On 7/15 a service technician went to the customers home and found the unit 3 pounds low on freon. The preformed a couple of quick leak tests but did not locate a leak. The customer called back a second time and another service technician went to the customers home to inspect the unit. They also preformed numerous leak tests (soap, water and dye tests) and found no leak occurring. The unit was not low on freon at that time. Both technicians were unable to find a failure occurring with the unit. Yes, the unit was three pounds low, but it is possible the King valve was not on tightly and when the technician recharged the unit he was able to secure the valve appropriately. However, at this time the unit is holding it's charge and no failure is occurring. If the customer is still experiencing the unit not cooling properly they should call HSA so we are aware. Again, HSA apologizes for the many inconveniences this has caused. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/17/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The furnace unit in my home is approximately 15 years old. The house is under contract for sale, and upon inspection it was found that the heat exchanger was not working properly. HSA was contacted and dispatched a technician who stated that there was nothing wrong with the heat exchanger. The buyer requested a second inspection, and I also called a third-party heating and cooling company, not affiliated with HSA, to inspect the furnace. Both the buyer's inspector, and our inspector found the furnace to be faulty, resulting in rollout of flames from the burners, which is a safety concern. Both inspectors felt that the likely cause is a crack somewhere in the heat exchanger that cannot be seen by the naked eye. All partied were licensed heating and cooling companies for **. HSA at this time refused to repair or replace the furnace. They indicated that their preferred technician did not find anything wrong and that they would need someone to come out and perform a "full inspection of the furnace" to determine if the issue was related to lack of maintenance or normal wear and tear of the unit. I find this highly misleading and disingenuous as the furnace was original to the house when I purchased it, and yet it was still warrantied by HSA. I did not find anything in the documentation from the company that indicated that there were qualifications to the repair of the covered components before the purchase of my warranty renewal last year and I cannot find anything to this affect on the website currently. In addition I have purchased the "7 star" upgrade which is purported to cover all central heat as well as **failures due to lack of maintenance**. Details on the 7 star upgrade: http://map.onlinehsa.com/Default.aspx?state=** Contract info: Contract Number: ** ********** (In Force Buyer) Property Address: **** ********* ** ********** ** ***** Coverage Type: Buyer Residence Type: Condo Warranty Product: CNTRL2011 - Renewal 7 Star Upgrade $75 Warranty Options: Coverage Start/End: 7/28/2012 - 7/27/2013 Total Purchase Price: $629.00 At the time of my call, on Thursday 7/11/13, the supervisor I spoke with indicated that they would try to obtain more information from my third-party heating and cooling company, or send out another technician to take a look at the furnace. Neither of these have happened at this time, and I am extremely frustrated with the lack of service and attempts by this company to deny my claim.

Desired Settlement: Due to the experiences we have had and the buyer's inspections, the buyer is requesting full replacement of the furnace. I would like HSA to honor the contract and replace the furnace under my home owner's warranty.

Business Response:

HSA apologizes for the delay in getting this claim finalized for the customer.  An Authorization Associate is following up on the claim today and will update the customer with the next steps.

Thank you. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

HSA has denied my claim and I do not accept this. When I spoke with HSA they told me they would sent out another heating & cooling company to perform a "complete" inspection on the furnace, which was never done. They told me they would call me back to set this up and that also didn't happen. After waiting a week I opened this complaint.


I have gone ahead and replaced the furnace with money out of my pocket as I could not afford to allow HSA to drag their feet any longer. I am seeking reimbursement for my home warranty, at a minimum. I have received a call from a representative, Anna, on Friday 7/26/13,  but the number she left had no direct extension and I was left in the general queue for over 30 minutes before I gave up and hung up. I am extremely frustrated at the utter lack of customer service provided by HSA!

 

I am eager to see this resolved and I await a call from a representative with a direct line that I can speak to about this complaint.


Thank you for your time and cooperation in this matter.

Regards,

****** *****

 

 

Business Response:

HSA apologizes for the long hold times the customer experienced. It is the busiest months of the year and we apologize the customer waited for so long.

An Authorization Associate called the customer to advise them this claim is denied. Our technician went to the customers home, dismantled the heat exchanger and found nothing wrong. He then ran the unit for several minutes and found no roll out evident. A Service Support Specialist will call the customer to review the denial. We will be sure they are given a direct number to return the call.

Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a home warranty with Home Security Association, Inc. Our Air Conditioning unit was leaking. We called the company and was told to call any licensed contractor to fix the unit and they will honor the price. As directed we had the AC company work on the unit for two hours and fix the problem. When we called the warranty co. they told us that it was not a mechanical issue and refused to pay. I had to charge $329.06 on my credit card. I am very disappointed with their unethical practice.

Desired Settlement: Refund our $320.06 as promised

Business Response: HSA apologizes for any inconvenience but the contract covers for mechanical failures due to normal wear and tear. The technician stated that the upstairs unit needed an adjustment to the blower motor which stopped the leak, but no mechanical failures were found. The technician cleaned the downstairs unit and found no mechanical failures. General maintenance such as cleaning and adjustments are not covered under the HSA contract.

Consumer Response:

ello, You may have misplaced my previous e-mail because I have replied to this e-mail two weeks ago.  I am not able to type my reply in the text.  I have tried several time but the BBB site would not let me type.

Here is my reply:

Insurer (HSA) Mechanic had to fix the blower to stop the leak.  (SINCE WHEN THE BLOWER IS NOT A MECHANICAL  ITEM).  Home security Association Inc (HSA) is trying to cheat us so they do no not have to pay for the fix.  

 I am running out of patience. If ( HSA )  Insists on cheating and will not pay for the repairs then I will have to file official Complain to the Consumer Protection and state attorney general office.   It will be in the best interest for HSA to pay for the repairs.  We have trusted HSA and they promise us to get the repair done and they (HSA) will pay for the repairs.

I am no longer interested to be insured with HAS and would like to get full refund for the Insured premium (not the partial).

Regrads 

 

 

 

Business Response:

HSA is not stating the blower motor is not a mechanical item, we are stating there was not any mechanical failures found. HSA has provided the contract language that specifically excludes what the technician reported to HSA. The denial stands. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/9/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a two story house back in November 2012. My home warranty company is HSA Home Warranty/Home Security of America, Inc.. On April 2013 I turned off my heaters (we have two units) because the winter was over, the fan on the second floor unit kept on going, I called the warranty company and they sent *** ** ******** to fix it (which they did). Two weeks ago I started to feel hot on the first floor, I turned on the AC and the bakers popped, I called the warranty company again and they sent ***** **** *** ************. On 7-8-13 a tech went to my house, checked the unit and said that some companies do stuff they don’t supposed to do, but they were going to replace the unit. We paid him the co-pay and he was in such a hurry that didn’t even give me a receipt. On 7-10-13 the home warranty company called me and sent me an email denying my claim because they said it was not a normal wear and tear situation. I called and spoke to a representative and she told me that the tech reported that someone smashed my AC unit with a hummer and that was the reason they will not cover the claim. I told the lady “how that happened if no one got up there but the two AC companies you sent?” She said I don’t know, that is what the tech reported. I can have you talk to a supervisor. Basically the supervisor told me they are not going to cover the claim and hanged the phone on me, THE SUPERVISOR DID THAT. I’m writing to you to see if you can help me. What ***** **** *** ************ is saying, it doesn’t make sense. *** ** ******** went to my house on April; my AC went down two weeks ago. We are not going to smash our own air conditioning when the weather is so hot (more than 100 degrees, it went up to 117 degrees). We have a 7 month old baby in the house. It really doesn’t make sense what ***** **** is saying, but at the end of everything I need the AC for my kids and baby. The weather is so hot right now. I contacted *** ** ******** and ***** **** *** ************, someone has to give an answer to what ***** **** *** ************ said that *** ** ******** did, they are pointing to *** ** ********, but meanwhile our AC is broken and no one wants to help. I’m contacting you because I don’t know what else to do at this point. Any help will be much appreciated; these people HSA Home warranty/Home Security of America, Inc. can’t treat us like that, even worse coming from a supervisor. I paid to receive services not to be treated like the supervisor did.

Desired Settlement: I want my air conditioning to get fixed/replaced.

Business Response:

The technician that went to the customers home reported it looked like someone had taken a hammer to the AC unit.  Per the contract, HSA covers for failures due to normal wear and tear.  The technician also provided a picture of the unit.  The denial stands. 

HSA apologizes the customer had anything less than a great customer service experience.  We will take this opportunity to learn and improve. 

Thank you.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My pool filter stopped working and I filed a claim with HSA to send a technician to diagnose the problem and perform the repairs since I have had the optional pool coverage with HSA for over a year. They did not have any technicians in my area so I found one on my own through the manufacturers website. When the technician came out to make the diagnosis and repair I called HSA to get authorization. The technician had a maximum of one hour to make the repair before he had to charge the additional hourly rate. The first call with HSA took 18 minutes including hold time. They asked the technician several questions, many of which were trying to establish if I had caused this failure by some sort of negligence. They then asked for the total price and he gave them everything except the exact tax rate. Instead of holding on for a minute while he calculated it HSA told him to call back and then hung up. He quickly calculated the tax and then I called back. This time I was on hold for close to 30 minutes before an HSA representative took the call. During this time the technician understandably informed me that he had to start the repair so he could finish in his allocated time and move on to the next job. He said he has never seen this repair denied by a home warranty company and that all they were waiting for was the tax. I agreed and told him to go ahead with the repair as the problem was a relay that controlled the filter went bad and the circuit board that it was on needed to be replaced and both the relay and filter are specifically listed as covered in my home warranty contract. When the HSA representative finally answered I told her my claim and contract number and was put on hold again. She then came back and I gave her the total cost of the repair including tax and then was put on hold again. By the time she came back the technician was finished with the repair and was getting ready to leave and she informed me that they would not be providing coverage. She couldn't explain why coverage was denied and so I requested to speak to her manager. I went on hold again and at this point I paid the technician so he could move on to his next job. The next manager again could not explain so I went on to her manager. This manager said that it is not covered because it is not listed in the contract. This made no sense since the relay and filter are both specifically listed as covered in the contract. After some arguing I again requested to speak with his manager and left a message with the ** ** ********** at the company. At this point the second call had lasted 1 hour and 14 minutes. The VP called me back and we discussed the dispute and he said that it sounded like it should be covered and that somebody else would look into it and call me back later that night or the next day. I did not receive a call back that night or the next day and so I left another message and finally got a call back 5 days later saying they had not yet looked into it but they were about to. I finally heard back 2 days later and they still denied the claim saying it was some computer system that is not covered. The component that went bad is simply the relay on the "on switch" that was installed with the pool. This is specifically covered in the contract. I have two complaints, the first is that my repair should be covered as it is a listed component in the contract. The second is the excessive wait and call times for them to make a decision and give the technician the approval or disapproval. No third party technician that does not get paid by HSA is going to be able to wait 1 hour and 32 minutes (my wait/call time) before performing a repair. I am requesting a check for $698.75 which is the total cost of the repairs minus the $80 deductible.

Desired Settlement: A check for $698.75 to cover the cost of the repairs that are covered by my home warranty with HSA.

Business Response:

HSA apologizes for the delay and the timeframe it took to respond to the customer.  HSA strives to resolve customers claims as soon as possible and unfortunatley this claim took longer than expected. 

The claim was reviewed by two Supervisors and the **** ********* ** **********.  The denial does stand since it is the control board that is failing and not the actual filter. 

Business Response:

The control board is not considered a relay. The contract covers for the filter and at this time there is not a failure to the actual filter. The denial stands and we consider this matter closed.  The control board is not considered a relay. The contract covers for the filter and at this time there is not a failure to the actual filter. The denial stands and we consider this matter closed. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


There is a lot more covered in the contract than just the filter. I am not sure why HSA continues to say that because it is not the filter it is not covered.

Regards,

****** **********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a warranty coverage for my swimming pool with Home Security of America, Inc. , where it states on the contract they will pay up to $1,000 per occurrence of "Operational Failure " . My salt water system failed and they are saying this is not covered under my warranty . The reason why they said this because this is part of the cleaning equipment that is not covered. The salt water system is part of the operation to keep the pool sanitized so it will be safe for people to swim in the pool. This converts the salt into chlorine rather than adding chlorine tabs in the pool. Below is the line in the contract about the coverage. 16. SWIMMING POOL - COVERED: we will pay up to $1,000 per occurrence of “Operational Failure”; includes heaters which do not have a compressor as a component; filter, pump, motor, gaskets, relays, impellers, back flush valve and above ground plumbing lines leading to and from the swimming pool; must be for a single family, commercially built and properly installed. NOT COVERED: cleaning equipment, skimmer equipment or secondary or booster type pumps used for cleaning pools; timers, lights, main body, liners, structural defects, covers, filter grids, concrete-encased or underground plumbing, electrical or fuel lines; geothermal, solar or solar-assisted water heaters and their respective plumbing and equipment; wood encased or otherwise inaccessible parts; any unit with an independent boiler system; “habitat spa” or similar type unit.

Desired Settlement: The cost of replacing the salt water system is $1700 , HSA should pay $1000 as stated in the contract to the contractor who will do the repair.

Business Response: Per the HSA contract, page 5, number 16. Swimming Pool: NOT COVERED: cleaning equipment, skimmer equipment or secondary or booster type pumps used for cleaning pools; timers, lights, main body, liners, structural defects, covers, filter grids, concrete-encased or underground plumbing, electrical or fuel lines; geothermal, solar or solar-assisted water heaters and their respective plumbing and equipment; wood encased or otherwise inaccessible parts; any unit with an independent boiler system; “habitat spa” or similar type unit. A salt generator is considered part of the cleaning equipment as it helps maintain a safe and clean water supply to swim in. The denial of the claim stands

Business Response:

I am asking the BBB to include an attachment which is a document that shows how Salt Chlorine Generators work. As you can see by the diagram, the water passes through the generator and adds salt to the water to kill cantaminants. This unit cleans the water to keep the pool clean.

Section E of the contract states:

Swimming pool – covered: we will make up to $1,000 per occurrence of “Operational Failure”; includes heaters which do not have a compressor as a component; filter, pump, motor, gaskets, relays, impellers, back flash valve and above ground plumbing lines leading to and from the swimming pool; must be for a single family, commercially built properly installed. Not Covered: cleaning equipment, skimmer equipment or secondary or booster type pumps used for cleaning pools; timers, lights, main body, liners, structural defects, covers, filter grids, concrete encased or underground plumbing and equipment; wood encased or otherwise inaccessible parts; any unit with an independent boiler system; habitat spa or similar type units.

 

Cleaning equipment is specifically excluded from the contract.   The denial stands. 

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *****

 

 The salt generator DOES NOT add salt to the water , it converts the salt added to the water and converts it into chlorine. Apparently HSA clearly does not understand the purpose of the salt generator. The part of the pool system that cleans the water is the Filter, the salt generator converts salt to chlorine which is the sanitizing agent in a pool system. 

I am still seeking for HSA to abide by thier contract.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We filled a claim may 16th 2013 on our ac unit. Hsa decided to replace which is great, but its now july 10th 2013 with tempatures running in the 86-99 degrees and we still have no air. i have made multiple calls to the supervisors and stay on hold for usally 30 mintunes to 1 hour and they always tell me we had no idea what was going on and tell me they will call me back and it never happens. i have even emailed their vp which was what got them going the first time. the first company they sent out was terrible and not having much luck with the secound one. Hsa dosent seem to care what me and my family are going through, they wont even offer to pay for a hotel or ac room unit, nothing to help us out at all. The past couple of days there has been a heat advisory heat index of 106, did they call and check on us or try to hurry the process along.. No. We had to purchase a costly($540.00) ac room unit from Lowes just so we could sleep with kind of heat. Just terrible. They truly do not care about there customers. We have been confined to one room and i cannot even cook my family dinner because of the heat is to much from the oven whithout ac.

Desired Settlement: i would like them to pay for the $540 room ac unit they have forced me to buy in order to get thorugh the summer.

Business Response: HSA apologizes for the inconvenience to you and your family during the resolution of your air conditioning claim. HSA has approved to reimburse $250.00 towards the window unit that was purchased during this time. An authorization associate will be contacting you to go over what needs to been done to process this reimbursement.

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.]

Better Business Bureau:

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

Regards,

 

****** *** *** *******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have a home warranty with hsa that I pd. $440 . I needed a plumber which they provided and I pd the plumber my deductible $100. I have contacted hsa many times about fixing my plumbing problem with no success .

Business Response:

HSA apologizes for the delay and inconvenience this has caused the customer. HSA will be reimbursing the customer an additional $125 to cover the labor charged by the technician which should finalize the claim.  Again, HSA apologizes for the delay in resolving the customers issue. 

 

Thank you.

Consumer Response: On Sun, Jul 28, 2013 at 9:38 AM, ***** ****************** wrote:

I was trying to update by going to your website but I was getting an error message.
I have made some progress with home security so we do have a resolve with them.
     ***

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a home with a home warrenty from this company. I had issues with my AC unit under coverage. I called and made a complaint, they sent someone to fix it. they replaced a part add coolant and left. Unit still did not work. I call again and they come out say i dont see anything wrong but again add coolant. I am now calling them again to fix my AC that has not worked properly for the last month and a half because low and behold i turn in on and it does not work. for the cost of this so called warranty and this now what third deductible for a repair that is still not complete i could have paid to my system takend out piece by peice and replaced. DO YOUR JOB.

Desired Settlement: Do what every you have to do to get my system working for more than a few minutes. I want my system to work i do not know who you hire but i need you to get someone to fix my system no matter what the cost.

Business Response:

A Service Supervisor has been following this claim.  She called the service company after they went to the home again on 6/27.  *** ***** of the company went out this time to run the appropriate tests for the customer.  He did a temperature drop across the coil which came back at 21 degrees which is perfect operational levels.  The technician did not find any failure on the return visit. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I reported the cord on my refrigerator had broken. I was not told if its not from where and tear it would be fix. This company came out that just said what cities it covered no company name on the van. He looked at the cord informed my husband that the cord would have to be ordered. That was on Friday, 6/7/13. Monday, June 10, 2013 my husband called HSA talked to 4 different people at HSA who all said they can't understand why they haven't returned, but would get to the bottom of it. With him getting frustrated I called HSA I talked to *****, she explained that the contractor informed them that it wasn't from wear and tear. I asked her to define wear and tear she responsed by saying they go what the contractor say. I explained to her that the round peg which is the ground wire was getting loose and I knew I had to be careful when plugging and unplugging the cord. I went to unplug it on May 31,2013 due to a power outage because of a tornado that hit our area. I made a statement to my husband that this is getting looser and its just a matter of time before it come off. Power was restored on Tuesday, June 4, 2013. On Wednesday June 5, 2013 at approximately 11:30 p.m. I decided to move my refrigerator back on the wall it was on before the power outage. I went to unplug it and the round peg prong broke off in the outlet. I was able to pull it out and I told my husband I wonder if its covered under our warranty, he said he will find out so he called HSA on Thursday after midnight. HSA told my husband it was covered and not one time did he say it wouldn't be if its not due to wear and tear. If I would even thought it wouldn't be covered I would had never ask HSA to send them out. My husband is on disability he takes insulin and heart medicine which must be refrigerated, do anyone honestly believe I would pay someone 50 dollars knowing there's a chance its not covered when I could have taken that 50 and added to it to got it fix on my own. HSA in my opinion pick and choose what they want to repair. Those selected contractors are part of the shceme also. Today HSA made us feel like that didn't believe us but believed the contractor. The contractor is not paying them the customer is. So beware because it could happen to you and this is my second time.

Business Response: In response to the remarks on the vendor, all of HSA's affiliated vendors are licensed and have been background checked. As far as the claim, the technician found the refrigerator plug in had been ripped out of the wall, which is not due to normal wear and tear and is not covered under the warranty The claim denial stands.In response to the remarks on the vendor, all of HSA's affiliated vendors are licensed and have been background checked. As far as the claim, the technician found the refrigerator plug in had been ripped out of the wall, which is not due to normal wear and tear and is not covered under the warranty The claim denial stands.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We just purchased a house and had gotten the HSA home warranty. Problems we had so far with HSA: 1) Our washer wasn't working properly so we contacted HSA for a claim. When we called HSA on May 24, 2013, they gave us a contractor's phone number and we had to call the contractor ourselves. The contractor that they provided us didn't have any room in their schedule for 2 weeks out. When they did finally came out to our house on June 5, 2013 to look at our washer, the technician charged us our $100 deductible, spent 1 hour "repairing" our washer and told us that the level to the washer was broken so he replaced it. After that, he just left and didn't check if there was anything else wrong. When we tried to do our laundry, we found out that the washer was still not working. Our clothes were still soaking wet and the washer did not cycle completely. We again called HSA on June 12, 2013 and they told us that we had to contact the contractor that came out ourselves. HSA did not help with resolving the issue, they just wanted us to contact the contractor and ended the conversation. It has been 5 weeks since we moved in and still have not been able to do ANY laundry at all. The contractor that HSA gave us were booked until June 28. 2013, and that is the next time they will come out and look at our washer. I'm not even sure our washer will work after the technician comes. 2) Our second issue with HSA was just recently. Our air conditioner was not working so we called HSA to file a claim. When we called to file our claim on June 24, 2013 the customer representative told us that there were no air conditioner contractors in our area that they can provide through HSA and for us to find our own contractor and they'll accept whoever we choose. ONCE we found our own contractor, they said they were able to come out the next day and take a look at our air conditioner. When our contractor that we found came out to our house on June 25, 2013 he took a look at our ac and we called HSA to confirm the contractor that we selected-- as we were told to do by the HSA customer representative. We had to pay our deductible for the contractor coming out. Once we called HSA with the contractor we chose present at our house, the HSA customer representative told us that the price was too high and "suddenly" they now have two contractors available through HSA AFTER they told us there were no contractors they could provide us in our area. We live in Saint Paul, MN so that's a highly populated location so we didn't understand why there would be no contractors when we first called HSA. The customer service representative told us that HSA "gets very busy with the number of calls they receive and that calls get dropped". We wanted the HSA customer representative to connect us to their manager, but the HSA customer representative told us that there was a "45 minute wait" time to talk to the manager. After that, she just told us to "hold on" and put us on hold for 20 minutes. We didn't know what she was doing, but after 20 minutes she came back on the phone and told us that there was another company that will be contacting us in an hour about our air conditioner and hung up on us. HSA denied them and "magically" came up with a contractor in our area after about one hour on the phone with HSA and trying to solve this out. IN CONCLUSION, maybe look for a better home warranty program because HSA just doesn't care about their customers and repairs in a timely manner.

Desired Settlement: We would like HSA to be more prompt in receiving their claims and to follow through with their home warranty. We would like an apology and for HSA to follow through to with their contract to repair or replace our air conditioner and washer quickly rather than weeks out when it's an emergency and necessity. I would like HSA to work on their customer service because every single one of them that I was in contact with, talked to me as if I was stupid and did not provide me with the correct information which would had saved time and energy on my part.

Business Response:

An Authorization Associate will be following up on the customers washer claim to be sure we can get to a resolution as soon as possible. HSA apologizes for the delay in service.

The company the customer had to the home for the AC claim prices were very, very high. That being said, it is not an excuse to delay the customers claim and we will use the opportunity to coach our associate to be sure customers claims are handled more efficiently in the future.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a warranty through HSA then needed them to honor it. I live in ********** ** and in end of June the tempature there is HOT. Average over 105. Both of my a/c units went out. I contacted HSA and after a huge scheduling hassle finally found a contractor to repair it. The contract I signed with HSA did not specify labor costs as HSA's or mine. The labor costs of the installation cost $1,251. I paid additoinal charges that I am not disputing that total almost anthoer $1,000. HSA required me to pay the labor. Again as its June in ********** ** I had no choice in the matter. I feel HSA violated the inherit faith in our warranty agreement by not paying for the labor.

Desired Settlement: Refund me $1,251 or provide me an extension of my warranty for another 18 months to 10/2015.

Business Response:

The $1,250 of labor charges is due to the fact that both AC units are located in the attic and it will require two men two days to be able to access the units. Labor difficulty charges are not covered under the warranty. HSA is replacing both of the customers AC units.

HSA is however, going to refund the customer $441.19. HSA first tried to repair one of the units and when the repair failed to work the customer was charged a second time for some charges that are not covered under the warranty. HSA would like to refund these amounts since HSA should have looked towards replacement right away. HSA apologizes for the inconvenience this has caused the customer and a check will be in the mail today. If the customer would like a break down of the reimbursement they are more than welcome to call and speak with an authorization associate.

Thank you.

 

 

 

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.]

Better Business Bureau:

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

Regards,

 

****** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/27/2013 Problems with Product/Service | Complaint Details Unavailable
6/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They misrepresented what was covered under a home warranty and refuses to honor misrepresentation. They misrepresented that a shower pan was covered under the warranty and after multiple phone calls and they refused to honor their previous representation.

Desired Settlement: We want them to satisfy their previous representation and fix the shower pan.

Business Response: HSA apologizes for the confusion regarding this claim, however it does clearly state in the contract that shower pans are not covered under the contract. On page 4 of the contract, number 2: Interior Plumbing System:NOT COVERED: ejector/lift pumps; hose bibbs, faucets, shower heads and their respective assemblies including valves for shower/tub diverter, trip levers, tub stopper assembly and sink pop-up assembly; basket strainers, shower base pans, shower enclosures or doors, sinks, tubs, drain tile/French drains, sprinkler systems; water well or septic systems and components; 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/re-setting a toilet to access a drain line stoppage; routing through roof vents is not covered. The denial would stand.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 05/24/2013, I called HSA Warranty service to inquire of whether or not a particular part of my home would be covered. Our bathroom shower had been leaking into the basement. I had asked if this is something that would be covered by the warranty that had been purchased with our home. I called and asked because I actually didn't think that this was something that would be covered. I was told that yes, it would be covered. When the technician arrived, he had said that the shower was separating from the drain stack and that the subfloor had been damaged, due to the shower leaking. He said that he himself would not be able to repair it, and that we should contact the warranty company again. We paid the technician the $75 deductible, and he left. Today, 05/29/2013, we were told by the warranty company that the claim was being denied, due to the fact that the "shower base pan" is not covered per our contract. I explained to the *******, ******, that I called and asked if the shower was a component that would be covered, and was told that it was. Had we known that ANY PART of the shower, or the leak wouldn't have been covered, we would have hired someone else to do the assessment and work, instead of wasting our time and our $75 deductible. I am very displeased with the service of HSA and their way of handling claims. Perhaps this was a customer service training issue from the start. In my opinion, if there was any question of any part of the shower system that was not covered, I, the consumer, should have been told that when I called and asked, but I wasn't.

Desired Settlement: I would like a $75 refund check for the deductible due to the misinformation given at the time of my initial call and claim filing.

Business Response: HSA apologizes for any inconvenience, however shower pans are not covered under the warranty. When the claim was called in, HSA was advised there was a leak going into the basement from either the master shower or hall shower. HSA advised that there was potential coverage on water leaks, as we do not know what is failing and the reason for the failure until we receive the diagnosis from a licensed technician. The technician stated that the shower pan was cracked and the denial stands.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a condo and received a Home Owner's Warranty from the seller -- which should cover defects to the property while the policy is in effect. This past weekend a stain appeared in my living room ceiling. On May 8, 2013 we cut a hole in the ceiling and found water dripping from the second floor. I am uncertain how long the leak had been present. I only know that the stain appeared during the weekend of May 4, 2013. I called HSA on May 8, 2013 and placed a claim. A plumber was sent to my house on May 9, 2013. He looked into the hole we cut in the living room and then proceeded to cut a hole into my bedroom wall (with my permission) and found that during construction a finish carpenter put a nail through my hot water line in my upstairs master bedroom. It seems that this can happens and when it does the nail and hole seal together to prevent leakage until rust begins to form, then you have a leak. HSA was informed of the situation and refused coverage because it is not considered "normal wear and tear" which is what they "only" cover. I was under the impression that a Home Warranty was supposed to cover these types of situations. If I had taken a hammer to the pipe, I would understand that it wasn't covered. However, this occurred before I had ever lived here. So, what good was the Home Owner's Warranty.

Desired Settlement: I want them to cover the cost of having the pipe fixed and the two holes repaired in my ceiling and wall. I will pay the $100 deductible, but feel the additional costs should be covered.

Business Response:

The contract covers failures due to normal wear and tear. The nail through the pipe is not a failure due to normal wear and tear. HSA apologizes for the inconvenience, but it following the terms outlined in the contract. The denial stands. The contract covers failures due to normal wear and tear. The nail through the pipe is not a failure due to normal wear and tear. HSA apologizes for the inconvenience, but it following the terms outlined in the contract. The denial stands.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In my opinion the warranty was given to cover unexpected problems to the unit I purchased.  "Normal wear and tear" is what is covered, but since I have done nothing to have created the issue as it was an issue that existed at the time the warranty was provided, a failure of this type should be covered as it should be considered a failure on the part of the part of the copper tubing and therefore in the terms of the warranty provider normal wear and tear.


To not cover a failure of this type shows that the warranty provider really isn't interested in helping the customer the warranty was issued to and for the purpose for which it was issued -- To protect the buyer from the unexpected.  The warranty provider isn't providing a service to the buyer, it is just providing another "selling" point for the seller that includes loopholes that will preclude them from having to provide a service.

Regards,

**** ******

 

 

Business Response:

A nail through a pipe is not a normal failure, nor is it a failure that occurred due to normal wear. HSA is following the terms of the contract and unfortunately the denial stands.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** ******

 

 As I said -- this response proves that they are not in business to provide a viable service to their customer -- they are in business to collect money and figure out ways to get out of paying for a claim.  I want nothing more to do with this company and insist that my complaint be put on file for others to view.  People need to understand that this home owner's warranty does not provide the service they expect to receive, and will only receive what this company has determined they will provide within their limited parameters.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/14/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Unfortunately, our repeated requests to complete a service request that falls under our warranty coverage has not been efficiently handled. Apparently, my expectations of customer service was unreasonably high. We initially paid a higher deductible than we owed because a serviceman (whom we explicitly requested not to be sent for our call) was not aware of HSA policy and overcharged us. (I had to call HSA and submit the receipt indicating the overcharge to demonstrate this). What was even more troubling was that without apparently calling HSA or determining the coverage under our HSA warranty, the serviceman did not fix our appliance (dishwasher)--which was functional but needed tuning up and clearly some alignment repairs-- and indicated that repairs would cost 50%-75% of purchasing a new one (and then offering some coupons that, of course, had to be used exclusively with one particular brand company). Our initial follow up with HSA around 1:30p.m. on 5/17/13 met with surprise and a promise to follow up. Yet we spent the remainder of the afternoon waiting for clarification since HSA had nothing on file from the serviceman who I believed would have reported his diagnosis of the problem at the time of service. Subsequent calls after 3:20pm and 3:55pm were also not successful, with us being told that the manager was "looking into it." I indicated that if nobody would call us back by the end of the day, we would cancel our policy and ensure that all of our friends and family would also pursue their business elsewhere. The day after, we have still not received a single phone call or email from anyone following up. After upgrading my plan last year, I am appalled by the quality of customer service.

Desired Settlement: We request immediate repair and/or replacement of the dishwasher per our HSA warranty contract. If this is not handled in a timely fashion, we will look into pursuing legal redress.

Business Response:

HSA did reimburse the homeowner the $4.95 overpayment and the check was mailed
out on 5/22/13. After hearing the homeowner's concerns and reviewing the
first vendor's diagnosis, the homeowner requested a second opinion and HSA agreed.
HSA advised that it would be treated as an authorized choice vendor. HSA did not
receive the diagnosis from the second opinion vendor and was waiting
for that move forward with the claim.  

HSA has recieved the needed information and offered the customer a cash out for the dishwasher. 

 

Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased our first home 7/31/12. HSA was the home warranty company that our realtor chose for us. 7-8 days after closing we noticed that our central air was not working properly. We called HSA first (as instructed) to schedule a tech out to assess our problem. HSA does advertise to Buyers to be "prepared for the unexpected". Well we never expected that they would deny our claim They sent a tech out that charged me a $75 deductible (expected) and $105 (not expected) to recharge our A/C. This service did not repair the problem. HSA sent the tech out again to do a proper assessment. The tech determined that our problem was"pre existing". We had a home inspection completed on our home prior to closing and made several visits of the property accompanied by our realtor. Each time we performed a "walk through" on this property the central air was working well. The home inspector did advise us that the unit was "old" but it was working properly and he gave it a "fair" rating. He advised us to perform annual maintenance but could not estimate the longevity of the unit due to its age. I forwarded a copy of the home inspection report hoping that this would help us have the claim approved. HSA never contacted me with their final decision. I had to call every day only to be told that someone will call me tomorrow. Tomorrow never came. On my 4th ay of calling I finally demanded to speak with a supervisor. Suddenly they had an answer for me. HSA upheld the denial of our claim stating that the home inspector (who is not a qualified HVAC technician) should have used gauges to assess the central air. This makes no sense to me! We did not expect the central air to fail us after purchasing the home so we equipped ourselves with a home warranty. We certainly never expected the warranty company to fail us as well. I am so angry and heartbroken that I have cancelled my service with them and demanded a refund.

Desired Settlement: To repair the central air in our home. If their willing to do so we are willing to rejoin their services.

Business Response:

HSA is maintaining the denial. 

HSA is allowed to adjusted based on the service technician's professional opinion on the failure. In this case the service provider felt that the failures to the system occurred prior to the start of the HSA policy. We allowed the home inspection to be reviewed to determine if there was enough evidence to support that it was possible the system was functioning. Turning the unit on and off is not adequate. HSA is allowed to adjusted based on the service technician's professional opinion on the failure. In this case the service provider felt that the failures to the system occurred prior to the start of the HSA policy. We allowed the home inspection to be reviewed to determine if there was enough evidence to support that it was possible the system was functioning. Turning the unit on and off is not adequate.

Business Response:

When a home inspector checks an AC system it normally involves switching the unit on and off to be sure the unit turns on. However, a home inspector would not be able to detect a leak in the evaporator coil. When the technician went to the customers home it was 3 pounds low on freon. At this time the customer only had the HSA warranty for 8 days. The technician advised that in his professional opinion this unit could not have leaked 3 pounds of freon in that time frame and the failure must have been occurring prior to the date of inception.

Customers are mailed a copy of their contract and can also sign up on line to have immediate access to their contract which is where the terms are explained.

On 8/17/12 the customer called to cancel their contract. The signed cancellation letter was received on 8/20/12 and the customer was sent a pro-rated refund. The customer chose to end the contract with HSA, so at this time HSA would not look into reviewing additional information regarding this claim.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

HSA attempt at customer satisfaction was deplorable. HSA should have considered the customers (ME!) concerns and complaints regarding this entire matter.We expressed to HSA that our a/c system was working well during home inspection and when we initially moved into our home. We also expressed concerns to HSA about the Heating and Cooling company that was dispatched to our home for assessment and diagnosis i.e unprofessional and rude. The HSA rep and supervisor that I spoke with did not offer us any reasonable solutions to our problem. We would have accepted an option from HSA to send an alternate Heating and Cooling company to our home to assess our equipment and offer a 2nd opinion. Unfortunately, HSA chose the route of "No Action" and stood firmly on the side of it's technician's. HSA's lack of consideration for their customers prompted me to cancel our contract immediately. A Home Warranty for a 1st time Home Buyer should offer the home owner a peace of mind. Joining HSA had been a pure nightmare for our entire family.

Regards,

******** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/31/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have three complaints to the way they handled the claim. One; HSA did not provide a service provider in my area with a roofer. I live in a populated area near ********* ** so there should be someone within my area. Second; the contractor I selected told them that he could not see anything that was done improperly to cause the leak. He would have to tear off that portion of the roof to tell and this entire repair would cost $300. Following that description, no one from HSA explained that this may not be covered under warranty. Nor did they advise me to get a second opinion. HSA did not record this conversation with the contractor at this time that said there is no visual sign of poor workmanship. Keep in mind that we have lived at the home for almost two years and the roof is at least 4 years old. There have been no leaks on any part of this roof in either of those time frames. Third; they then spent time on the phone as the roofing contractor asking why it could have leaked. After he repeatedly told them it could have been a number of this. He was not sure, it could have been a number of things. There is no way that poor instllation caused this leak after four years in one spot. Also there was no damage to the plywood on the roof. They bagggered this contractor into gettting him to say that it could have been poor installation after they were on the phone with him for over 25 minutes of my paying him for the job. He was ready to get off the phone any way he could and move to another job. He is not their contractor, nor is he paid by them, so his goal was to get off the phone. This is not the first time that they have tried to deny claims for my property.

Desired Settlement: $250 refund under the contract minus the $50 deductable for the $300 repair I paid out of pocket.

Business Response:

 

This claim has been reviewed by a senior supervisor and the calls have been pulled (between the authorization associate and the technician) and reviewed. The technician advised HSA the failure was due to improper workmanship, and that shingles, nails and flashing had all been improperly installed in that area. The denial stands.This claim has been reviewed by a senior supervisor and the calls have been pulled (between the authorization associate and the technician) and reviewed. The technician advised HSA the failure was due to improper workmanship, and that shingles, nails and flashing had all been improperly installed in that area. The denial stands.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, My significant other and I own a home with a Home Warranty. Our furnace decided to go out on Sunday April 21, 2013, that day we called HSA Home Warranty company and they decided it was a "life threatening" situation because of the fact it was below 40 degrees that day. They stated that their contractor would call us within the next half hour to schedule an appointment for them to come out and take a look at the furnace to see if it was repairable or needed replacement. The contractor did not call within 2 hours. We called them back around then and at this point they said we were allowed to choose whomever we wanted to come out. Our preferred contractor was ****** *** ******, they came out the next morning (Monday). My significant other had to take off of work for this. The contractor then called HSA. HSA then decided they were too expensive and needed to have another opinion. They then sent out their original contractor the next day. Both contractors decided the furnace needed to be replaced due to a secondary heat exchanger going out. We were not alerted to any of this. Once we got tired of not hearing from them and it going from snowing to being cold we called them. They then alerted us our furnace was involved in a Class Action Lawsuit and there was nothing they would do. Our contract states that a claim will be repaired or replaced within 48 hours. They considered it a life-threatening situation due to the weather temperatures. It does not matter if the furnace is involved in a class action lawsuit or not if my contract states that they need to replace/repair in 48 hours. That should be worked out on the back end, after we receive a new furnace. They said, and I quote, "Why would we pay for a furnace when we can get it for free from the lawsuit." While I agree with the statement, I should not have to suffer, especially when it is snowing and deemed "life threatening." They also stated that it was no longer a life threatening situation because the "weather got better" and so they decided they could take their time with this matter. Since then, it has snowed, gotten up to 80 degrees back down to 40's and will only be getting worse.... all in the same week. I go and do research on this particular lawsuit, it states all materials must be submitted by 2008... this is 2013. I am unable to submit anything at this point. Keep in mind, I have no heat, did they want us to have no heat until the lawsuit was settled? When I called them back with that information they argued with me about it and I told them they needed to contact the people involved with the lawsuit. I am unsure what was said at this point, but it was concluded that we were approved to receive a new furnace from the warranty people. FINALLY. But, we were not alerted of this either, we had to call them AGAIN. While I was told we were approved to receive the furnace I was not told we had to "approve charges." So after a few MORE days of hearing nothing, we called again and found that they wanted to charge us $75 disposal fee and a $225 modification fee- totaling $300. I am livid at this point. We paid $58.80 for ****** *** ****** to come and look at the furnace, we paid *** ****** ********** (HSA's contractor) $75 for a service call. Now they want $300 for modifications/disposal fees? First of all, I should not have paid $75 for a service call I did not place. Secondly, both of the contractors stated that the new furnace would "fit right in" and there shouldn't be much if any modifications ($225 + $75 = $300). I do understand a disposal fee. After arguing with a supervisor, we accepted the charges because WE NEED HEAT and they would not do anything at this point to try to make up for all of the hassle we have had to deal with and inconvenience of having no heat. I then at this point found out that we should have been offered up to $50 for a tower heater due to the "life threatening situation." At this point I am beyond angry. Today, May 3rd, we still have no furnace. No appointment to install the furnace, but I was assured it is being delivered straight to *** ****** ********** and they would call to schedule an appointment. I was told numerous times HSA would call me back and they never have. And, we were not even told what type of furnace we were going to receive and if there is any warranty on it. Sorry for the long explanation, but this is absolutely ridiculous. Thank you, *****

Desired Settlement: We would like to be reimbursed for both service calls, the installation of the new furnace free of charge and receive $50 for a tower heater. We believe that we should also have a portion of our electric bill paid for due to the increase of usage for the cheapo heater we did buy. We believe we should receive compensation for the extra time off work we have had to take to accommodate for their "needs", even though they are not accommodating ours. Although our contractor was more expensive, they would have gotten it installed mid-week. The supervisor I spoke with, *****, said that they went with their contractor because they were cheaper, and I understand that, but they did not take into consideration the fact that they could have sent their furnace (because they buy them at wholesale prices) to ****** *** ****** (our preferred contractor) and it could've gotten done so they could've followed their contract and replaced the furnace within 48 hours- no matter if the furnace was in a lawsuit or not, the solution should not have been with us suffering. We also believe we should be entitled to some compensation for the lack of urgency this company provided even though originally it was a "life threatening situation" but then trailed off because the weather got better, then it snowed, but then the weather got better again, and guess what, now it is cold again and we are getting sick.

Business Response:

HSA apologizes for the delay in getting this claim finalized for the customer.  HSA will be refunding the $58.08 service call fee they paid to the initial service company that went to the home as well as the $50 for the space heater.  HSA did not mean to delay the customers claim, but does have the right to request a second opinion.   The reimbursement will be in the mail today. 

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory enough to us even though we understand that 2nd opinions are OK and that was NOT the complaint.  The complaint was the fact we had to wait 3 weeks in varying weather!!!

Regards,

 

***** *******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our refrigerator/freezer stopped working in November 2012 & March 2013. The diagnosis was the same both times. HSA refused to do anything to help. November 2012, our refrigerator & freezer stopped working. We threw out all of our food, called in a claim, a repair person came out after one week WITHOUT a refrigerator/freezer, diagnosed the issue as the compressor, put a band-aid on the issue, we paid $50 for the deductible, replaced our groceries & went on our merry way. Guess what? Less than 5 months later, the same unit stopped working. AGAIN, we threw out all of our food, called in a claim, advised this was the same issue & we didn't want to pay the deductible again for the same problem. We were advised by HSA Home Warranty we would not have to if it's the same issue. Repair person came out, advise my husband it was the same issue, demanded $50 for the duplicate diagnosis & we went on our way. Here it is, now FOUR days later without a refrigerator/freezer & still no fix. HSA Home Warranty said they would pay us out the $649 (the cost of repair for the 10 year old model) or we could have the repairs done, but they cannot advise when they will be able to have the repairs completed. So, after at least a dozen calls, the Supervisor, ******, advised my husband she would allow us to purchase a unit through their discounted website & apply the $649 credit there or would send us the $649 which we could apply toward the cost of a new unit. After discussing, my husband & I still agreed the best option would be to replace the unit. We called in today to advise that is what we wanted to do & asked for a refund of the $50 we paid to be told of the duplicate diagnosis - which we were previously promised we'd receive if it were a duplicate diagnosis. We spoke with **** who said he would not be able to refund us the $50 because the diagnosis wasn't the same, even though he admitted on the RECORDED LINE THE ISSUE WAS THE SAME & that in order for us to get the pay out, we'd need to send a receipt of the replacement. So, we have asked for the premiums of the policy to be reimbursed which is $450 + $100 (for the two $50 deductibles we paid) = $550 (not including the cost of groceries we've had to throw out on two occasions - we recently went to Costco & spend $375 on groceries, so we know for sure we have at least thrown out $600 in groceries between the first & recent occurrence) & they said they cannot refund the policy, either. **** assured me what ****** had told my husband was not that we could get the pay out, he said it wasn't in her notes. I asked him to pull her call since he confirmed they are both on a recorded line. He said, "I wouldn't be able to pull my Supervisor's call." I asked **** what he would be able to do for us today & he said nothing. I am so frustrated beyond belief. I am 7 months pregnant, my son is three years old & we cannot even get a glass of milk because we have no refrigerator. We cannot afford to pay for an insurance policy that does not deliver on their agreements/word. This is ridiculous!!!!

Desired Settlement: My husband & I would like a refund of the total premium totals $450, a refund of the out-of-pocket deductibles of $50 each which totals $100 & at least 50% of the $600 in total loss in food costs, which is at least $300. So, our overall total refund request is $850.00. This is more than reasonable considering our new refrigerator is costing us at least $1,000, so either way, we're bringing money to the table. We are going to purchase a refrigerator/freezer today so we can feed our family.

Business Response:

An HSA associate spoke with a service supervisor on 4/5, and another associate on 4/6. The options the customer has have been explained and are:

1. Get the unit repaired.

2. Take the cash out option. HSA would reimburse the customer the cost to do the repair so they could apply the amount to a new unit. The customer would need to submit a paid receipt for the new unit before the monies were sent to the customer.

3. The service supervisor offered the customer an account on HSA's ***** Marketplace. This would allow HSA to apply the cash out amount to the ***** Marketplace so the customer would not have to pay for the total cost of the unit upfront. Once the customer picked out a new unit on Marketplace, the cash out amount would be applied to the unit and the customer would only be responsible for the difference.

The customer would be responsible for another deductible because this was a completely different failure. Per the contract language, HSA has the right to determine whether the unit is repaired or replaced. As soon as the customer advises which option the would like to go with HSA can keep the claim moving. The service supervisor also offered to rush a new unit and do what she can to get this claim resolved for the customer as soon as possible.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

1.  The option of repairing the item makes no sense.  The item is more than 10 years old.  The cost of the repair quoted is more than 70% of the cost for replacement with a brand new, un-used unit which we have purchased.  Additionally, a new refrigerator comes with a one year manufacturer warranty, which means if anything were to happen, we can rest assured the manufacturer will take responsibility for the purchase & correct the situation.  Finally, HSA advised they could not provide us with a turnaround timeframe of replacement OR repairs which is completely unacceptable.  


2.  We have already elected the cash-out option that was offered to us.  The cash-out option is for $649.83.  This amount would not be paid to us until we submit a receipt.  We submitted a copy of the receipts from our purchase on Saturday, April 6, 2013 at 9:57 p.m. CST.  I followed-up on the lack of response today (Wednesday, April 10, 2013 at 5:57 p.m. CST) & was advised they would not know whether or not the receipts have received until Monday, April 15th.  Subsequently, I re-sent the e-mail with the same receipts again to the service representative I spoke with today to ensure they are received & are continuing to process. 


3.  The service supervisor did offer us an account on HSA's ***** Marketplace website.  The supervisor advised he would not be able to put the funds on the account the same day which would prevent us from moving forward with a replacement on the ***** website.  In addition, the service associate, *****, advised he could not guarantee the price on the Marketplace website would be better than the current sale rates at our local retailers.  Pulling the calls would identify this information relayed during the conversation.  Furthermore, we were told we needed to commit to making the purchase on the Marketplace website before they would provide us with a user ID & password to access the site.  Meaning we'd be locked-in to purchasing our replacement on this site without a credit or a guarantee we'd be getting the most for our money.  In fact, we advised ***** we had located an item online for roughly $900.  He assured us HSA would not likely be able to beat this price through their Marketplace website.  Thus, we decided this would not be a best option, nor would make sense given the information above in addition to the supervisor stating he would not be able to have the credit on the site same-day.


When the initial claim call was placed earlier in the month, the service representative advised they could not definitively tell us whether or not this was a repeat incident because the first repair that occurred in November 2012 never accompanied a service call report & that one wasn't required to be submitted if it fell below a certain amount per the agreement with the repairs vendor & HSA.  If you pull the call from supervisor, Nick, who we spoke with Saturday, April 6th,  you will find he specifically stated the issue BOTH times was the compressor.  He also specifically stated the issue each time involved the compressor.  Pull the recorded call to identify rather than stating this was not what was communicated.  Therefore, we want reimbursement for the $50 deductible we paid for the April claim.  We would also like full reimbursement of the refrigerator, $867.28 which we have already purchased since my wife is 7 months pregnant & we have a three year old son & cannot go without a refrigerator any longer.  HSA has requested in their response that we advise which way we'd like to go so they can proceed with the claim.  


Please convey we have stated now on several occasions we: WANT REIMBURSED & THAT WE WOULD LIKE TO PROCEED WITH OUR CLAIM BEING PROCESSED.  WE ARE NOT REPAIRING THE UNIT.  WE WOULD LIKE $50 REFUNDED FOR THE DEDUCTIBLE & THE COST OF THE REFRIGERATOR REPLACEMENT WHICH IS $867.28.  THE TOTAL REIMBURSEMENT WE ARE REQUESTING IS $917.28.  THE RECEIPTS ARE ATTACHED FOR A 3RD TIME FOR THEIR REVIEW.



Regards,

***** *******

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We received a check today for $649.83.  The cost of the refrigerator was $867.28.  Plus we have paid $50 (twice, so $100) out of pocket deductibles for the same problem, in addition to the premium for $450 & cost of loss of groceries (roughly $600).  Total out of pocket for us has been $1,367.45 ($2,017.28, less the $649.83 payment for repairs). The duplicate deductible is incredibly frustrating, especially given the duplicate of diagnosis & lack of proper repairs when the refrigerator broke less than 5 months after initial repairs & because we were advised over the recorded line the issue both times was because of the compressor.  HSA is lacking in deliverance on their promise in their policy disclosures.


We will be reaching-out to the Insurance Commissioner to request if the business isn't willing to refund us the entire cost of replacement.

Regards,

***** *******

 

 

Business Response:

The two failures were different failures, 5 months apart. The first failure was reported to HSA on 11/3 and the second failure was reported on 4/2. The first time the technician replaced the hard start kit, capacitor, overload and relay. The second time the technician was going to replace the compressor. The unit ran fine for 5 months before failing again. Per the contract, 2 deductibles would be due.

The cash out amount of $649.83 was discussed numerous times with the homeowner before they decided to take this route, as was the fact HSA would not be offering a refund of the second deductible or reimbursement for the food. We consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Paid invoice (******) for a hot water heater repair was submitted for $304.00 on our Home Warranty contract #************. They said the claim was approved and sent me a check for $5.00

Desired Settlement: Send balance due

Business Response: A Service Supervisor has called the customer to discuss further and HSA apologizes for the confusion.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had a contract with this company for only one year which I signed June of 2006. I contacted customer service on Saturday Sept 29, 2012 an requested to cancel I notified them we moved. The lady tried to give me a hard time an said we had a service call earlier that month. I told her yes but we are moved now an to stop withdrawing money from our checking. I told her I had only signed one contract which was June of 2007 an Have no current contract. When I said send me a copy of current contract with either my or my husbands signature she said well we don't have one. After arguing she agreed to cancel Oct1 2012 an said there would be no more withdraws. However from. oct forward they continued to take money out. We then sent them a letter in Nov requesting they stop again an put a credit on the account. They did not respond. So I contacted them by phone in Dec an they stated they would credit me for those to months an it would not happen again this continued three more months no refund an there still taking it out. After six months of this I looked info up for management an they said it would stop an they would send a refund. On March 8 2013 they sent an email requesting I sign an release them from any law suits an wanted to settle for 146.07 . I sent email back an refused. I told them the amount they owed me was 230.50. They have not responded. So they have done this for almost six moths. This certainly is no way to treat customers of seven years. If they continue this they will lose a lot of business. I also will be filing comp,ain't with consumer protection.

Desired Settlement: I want my refund an a apology

Business Response:

HSA is unable to locate this customer in our system. I'm not sure if the customer held a contract with a different home warranty company or if the contract was on a different property address. If the customer can provide their previous property address that could be helpful.

Thank you.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *******

 

 This is not acceptable... Have them pull it up by old address.

***** * ******* *******

**** ****** ** *** **** ****

****** **** ** *****

They sure had no problem whe I called locating the account.

 

Business Response:

HSA apologizes for the inconvenience, the customer did not provide the old property address so there was not a way to pull up the contract without additional information.

The customer called in on November 30th, 2012 at 3:37 and said they would like the contract to be cancelled and that they no longer owned the home. The customer service representative advised the customer we would need proof of this before simply cancelling the contract. HSA never received any documentation that the customer no longer owned the home. When the customer called back on March 21st the customer service representative cancelled the contract and discontinued the auto-draft payments. However, prior to that HSA did not get the proper documentation to complete the cancellation.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *******

 

 I provided a letter from HSA which proved that they knew an that they were sending us a check. This letter came from you an the BBB has be given your letter which indicated you were sending a check. Which you did not. You also failed to prove you had a signed contract from us because that is also a lie. If we don't receive a check from you which you said you were sending this will be escalated to the Attorney Genaral"s office.

Business Response:

The call from March 8th was pulled and reviewed. The customer was advised the attached letter must be signed and returned before a reimbursement check would be sent. HSA also never received this paperwork so HSA has not released the funds. This was clearly explained to the customer. If the customer signs and returns this document HSA will sent the reimbursement check right away. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This home was purchase on 03/15/2013 and a home warranty policy from HSA was included in the sale. Prior to closing I had a home inspection done and FHA required some electrical and plumbing repairs which were completed and paid for prior to the closing. On 03/21/2013 I filed some claims regarding plumbing issues that came up once in the home. HSA only allows one approved plumber for plumbing services, ********** ********. They came out and the man said I would get a copy of the estimate in a couple days. I never received one. I called and left several messages and got no return call from them. I then called HSA home warranty. I was then told it was denied for being preexisting. I faxed all documentation to Tammy Gieck regarding the home inspection and plumbing work done prior to closing to show these are new issues and not preexisting. Tammy was to get back to me and never did after 2 messages left for her. **** called me from HSA 5 days later. He stated it is denied because they don't cover outside work on septic systems. I do not have an outside septic system. I explained this and **** said that is what ********** ******** said and they did not want to do the work. I said they are wrong and I want another plumber authorized and these issues fixed. He said he would contact ********** ******** and get back to me.

Desired Settlement: I want to be authorized to use a different plumber and have HSA cover the repairs for the drain backing up and toilet running and replacement of pipes causing the back up, per their contract, minus the $75.00 deductible that I am responsible for.

Business Response: HSA apologizes for any inconvenience this has caused the customer. It appears that a service supervisor has been in contact with the customer and this matter has been resolved.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a HSA Home Warranty at the time I purchased my home. The policy coverage describes "Base" coverage and other "Optional Buyer Coverage". The Optional Buyer Coverage provides for the repair or replacement of component parts of my clothes dryer. On the first page of my policy, it reads "Selected Optional Coverage for Buyers only, unless specified differently below:". There is no specification following that phrase. As such, the policy provides that Optional Buyer Coverage was selected. I am experiencing a problem with my dryer and called to initiate a claim, which was denied. The claims representative told me that the Optional Buyer Coverage was not selected, but could not explain what the verbiage on page 1 of the policy meant. A manager then got on the phone who agreed with me that the policy states Optional Buyer Coverage was selected; however, she said that's not what the contract is supposed to say. After a lengthy discussion (and consultation with HSA's "legal guy"), my claim was denied despite the coverage being included in the policy.

Desired Settlement: I would like HSA Home Warranty to honor its policy as written and pay for the repair of my clothes dryer.

Business Response:

If additional buyer options were selected they would be listed after the 'Selected Optional Coverage for Buyers only, unless specified differently below:' The customer did not purchase any additional options so they were not listed. If additional options had been purchased they would be listed under that statement with the additional price added to the total annual premium. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The business's response just restated the confusing contract language that resulted in this this issue.

Regards,

****** *****

 

 

Business Response:

Attached is a screen shot of what the customers contract would look like if they had purchased additional options.    Since they did not purchase any additional options, nothing was listed. 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my home on December 28, 2012 and that home came with an HSA home warranty covering any mechanical issues within the home purchased. On April 5, 2013, HSA sent ********** *********** to my home to address a pulmbing issue with both of my toilets in my home. The upstairs toilet was not flushing correctly and he replaced a flapper in the toilet. The downstairs toilet was working correctly but was wobbling on it's base. He proceeded to pull the toilet from the base and then explained to me that to fix the toilet it would not be covered under HSA home warranty. He failed to call the HSA home warranty people to obtain confirmation that it would not be covered. Instead he offered to fix the toilet for $605.00. I refused to pay that amount and he then stated to me that he required a check of $200.00 when my deductible was to be $75. Instead of arguing with the man I gave him the check for the $200.00. I then thought he would place the toilet back on the base to it's original condition but instead he left the toilet in the middle of the floor with an open sewer main with gas escaping into my home. He then proceeded to say that I should close the door because it will smell horrible. He then left. I phoned HSA and spoke with several different people who stated that they would refund the $125.00 to me for the difference from the deductible but they would not send anyone to replace the toilet to it's original working conition. Before these people came to my home I had two working toilets and now I have one working toilet and one in the middle of my floor with an open sewer main and sewer gases escaping into my home. The woman named, Gina, laughed at me when I stated that I was going to contact a lawyer and stated that she has lawyers on staff.

Desired Settlement: I am asking that my toilet be restored to it's original condition and that I will not incur any more charges due to the lack of service from HSA. I was left with an open sewer grate with methane gasses escaping into my home. I am also asking that the exact home warranty coverage be explained in detail.

Business Response:

A service supervisor spoke to the technician that went to the customer’s home.  The original flange for the toilet had concrete poured over it which buried the original flange.  A second flange was then siliconed to that concrete.   However, the new flange is two inches more forward then the original.  The technician advised the customer that once he pulled the toilet HSA would not be able to cover this failure.  **** ****** *********** is one of HSA’s top vendors and their technicians know our contracts well so they did not need to verify with HSA.  The technician told the customer that she had two options.  He can try to remove the concrete that was poured and if he was able to remove it and get to the original flange then she will just have to replace the toilet.  If he was unable to get the concrete removed then the customer would have to tear up the floor.  The customer advised to the service supervisor this conversation took place and that the technician advised her prior to trying to locate the original flange that this failure would not be covered.   The technician said the customer gave him permission, understanding the claim was not going to be covered. He removed the concrete and found that they would not have to tear up the floor but could just replace the toilet. The reason the toilet needs to be replaced is because the original flange is for a 10" rough-in toilet and the toilet itself is a 12".  This means the toilet could not simply be put back because the technician had removed the improper flange and that concrete.  The original flange is now uncovered, however it is set to close to the wall and the toilet does not have clearance to set on the flange and bolt in place because it will not line up and will hit the wall.  The technician stated he gave the customer a quote for the new toilet, but the customer told him that she was just going to have her dad install a new toilet.  The customer had concerns about the toilet gases.  The service supervisor asked the technician what they usually do and he stated generally they put a rag down the drain until they can come back and make a repair if it is something they are going to do in the near future. He said if customer is looking for something that is more permanent they can get a Jim plug. He advised the customer they can by one at **** ***** or he could return and put on in for her for $85.

HSA is maintaining the denial but has refunded the customer $125 so she was only responsible for the $75 deductible.  HSA does not cover for improper installations and the customer was made aware this claim would not be covered before the technician began additional work. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Plumbing leaks at resident **** *** *** **** *****. Several days after closing on March 08, 2013 there were leaks within my home. I contacted a licensed Technician to inspect my property. I called HSA about the issues I was having and they suggested their Technician which came out the following Friday March 15, 2013. After ********* ******** provided their exaggerated report HSA denied claim. Based from contract the repairs and damages should be covered. ******* ******** informed HSA that plumbing was operating at time of inspections however leaks were present. They totally denied claim as well. I talked to *****/Suprvisor on March 29, 2013 and she assured to get back to me that day but never called. Another rep by the name of ****** informed me that claim is still denied and she could not give out names of those denying who denied it she placed me on hold for an extremely long time before I hung up. Due to delayed plumbing repairs more damages are occurring. My coverage has been paid in full for one year also I paid my deductible to ********* ******** when they came out. This company refuses to honor contract. I am pleading for this matter to be investigated. Thanks.

Desired Settlement: I want to hire a licensed plumber of my choice to fix and repair damages.

Business Response:

The technician that went to the customers home found the water heater leaking from the bottom due to rust, the stacks completely rotted out and multiple pin holes going up to 12" long. The garbage disposal was rotted out and the lead kitchen drain pipe leaking at the sodder connection with rust on the pipe. In the technician's professional opinion these failures could not have happened in the 3 days of coverage the homeowner had at the time of failures. Also, these failures could have been detected by a visual inspection. The homeowner had their own technician run basic test (flushed toilets, water, etc) and found no operational failure. Nothing was stated about the four failures that were previously mentioned, but could have easily be detected by a simple visual inspection during a home inspection.  The claim stands as denied due to pre-existing condition. On page 6 of the contract, number 1 : Limitations of Liability: Detectable pre-existing defects or deficiencies, when the “Component Parts” were not in “Proper Working Order” on the inception date of coverage, are not covered by HSA. If, on the Buyer’s effective date of this contract, the defect or malfunction of the covered “Component Parts” would not have been detectable by either visual inspection and/or simple mechanical test and/or safety test performed by a qualified professional, the defect or malfunction may qualify for coverage.

Consumer Response:

I have home protective coverage through HSA Home warranty. HSA failed to honor contract.. Contract states under part A. Coverages 1. HSA will provide home protection coverage for authorized repair or replacement of 'Component Parts" mentioned as covered in accordance with the terms and conditions of contract that fail due to "Operational Failure. HSA will cover "Loss so long as the "Component Parts" B. Become inoperative due to normal wear and tear. C. 1. HSA will provide coverage for systems and appliances which malfunction due to lack of maintenance, rust or corrosion if the defect or mechanical falure would have other wise been covered. Plumbing was in working order for several days after closing however plumbing started expercing leaks. I called a license technician, to inspect home and he noted leaks due to operational failure. Part E. 2 of contract talks about Covered Component Parts 2. Intererior plumbing system covered are leaks and breaks of water supply lines, drains, waste lines, wax ring seals, toilet fixtures and water tank parts within toilet tanks, inline shut off valves. Also ******** ******** covered which include wiring, main panel service of which I am also having problems. This contract identifies a list of covered parts of which is malfuncting in my home that HSA refuses to cover. Malfunctions are due to operational failure of which happend days after closing. Coverage plus deductible has been paid in full for a year. As a result of delayed coverage more damages are assessing. HSA should honor the agreed contract.

Business Response: The contract should be read in its entirety. The contract also states on page 3, Section A. Coverage: C1.
Coverage is only provided for mechanical failures which occur and are reported to HSA during the
term of this contract. Again, on page 6, Section F: Limitations of Liability: 1. Detectable pre-existing
defects or deficiencies, when the “Component Parts” were not in “Proper Working Order” on the inception date
of coverage, are not covered by HSA. If, on the Buyer’s effective date of this contract, the defect or malfunction
of the covered “Component Parts” would not have been detectable by either visual inspection and/or simple mechanical
test and/or safety test performed by a qualifiedprofessional, the defect or malfunction may qualify for coverage.
The technician stated that all of the failures would have been noticed on a visual inspection. The denial
of the claims stands.

Consumer Response: This is a clear case of BAD FAITH INSURANCE.HSA home warranty has improperly denied claim. Operational failure exist and should be covered under policy. Their inspector exggerated the report to support thier claim. This matter must be investigated to the highest authority.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a claim with a home warranty company, HSA, for a minor issue. HSA required that I use ****** ******* & A/C to repair the problem. I had taken it upon myself to troubleshoot, research and diagnose the issue. When I received a call from the owner of ****** ******* they confirmed that i was an HSA referral and asked what problem I was having. I told them that the issue was a very small leak in the PVC vent pipe joint on the furnace. The owner told me that it's a minor issue and easy to fix. He again confirmed that this was HSA and we scheduled a time for his technician to come out and take care of the issue. The technician did NOT do any other work, he did not do any troubleshooting of his own, he saw exactly what i had described to them over the phone. He then contacted the owner to question if this repair was covered by HSA. The owner told him that this type of repair would not be covered by HSA and that the charge to me would be $45 in addition to the $75 HSA deductible. I was very clear when I made the service appointment that I knew what the issue was and that I was working with them only because it was being processed through HSA. The owner told the technician and me, when the tech passed the phone to me, that they have lots of experience with this type of work and with HSA and that it is never covered by HSA. The owner failed to provide this information to me when I made the appointment even though it is obvious that he was aware of this not being a covered charge. I refused to have them fix it for the additional $45. I paid the $75 for them to come in and do nothing. They knowingly mislead me to believe that the repair would be covered for the deductible and then hit me with the additional charge to fix it once already there. Textbook bait and switch tactics.

Desired Settlement: ****** ******* should be cited for taking advantage of customers. The right thing to have done in this situation would have been to tell me upfront, prior to making the appointment, that this repair would likely not be covered by HSA.

Business Response: HSA appreciates the customer's efforts to research the problem with the duct work, however HSA does require a licensed technician to diagnose the failure. The technician did find that the failure was due to improper workmanship/improper installation. When the customer filed
the claim online, it does state, "You are responsible for the deductible and any other non-covered charges."  The customer must also accept these terms and conditions before submitting the claim, and has a direct link to view their contract which also explains the deductible being do at the time of the service call.  Since this claim was denied, the service fee would be due for the technician's time out to the property.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did not file a complaint with HSA, it appears that BBB issued a letter of complaint with them based on my last response but I did not request this nor did I want to complain about HSA.  My complaint is related to ******'s way of doing business, specifically not being upfront with their customers.  

Regards,

**** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/22/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a home, moved in March 1st. The home came with a homeowners warranty which the sellers paid for. We had a thermostat wire fail, it shorted out and we were without heat. I contacted HSA and they told me to go ahead and contact a contractor as we're in the country, 50 miles south of ****** ****. I contacted a gentleman who's done work for me before at my previous house. He came out, gave an estimate and we got the go ahead to do the work. I submitted his invoice which was within $60 of what he quoted. We had a shorted wire behind a wall. Rather than demolishing the wall to isolate the short, he replaced the entire run of wire. Now HSA is only paying HALF the invoice, LESS my $75 deductiblel because he couldn't isolate the short. He fixed the problem to my satisfaction without causing any more damage than neccesary. I paid the contractor, submitted the claim. I was paid $205.55 instead of $485.41 which is less the $75 deductible.

Desired Settlement: I would like this company to do what they said they would do. Pay me back for the money I paid the contractor less the $75 deductible. They still owe me $280.16.

Business Response:

In order for HSA to make a claim decision it is required that we have a full diagnosis from technician of what is or has caused the failure. However, HSA is going to reimburse the customer the remaining $280.16. A check will be in the mail today and HSA apologizes for the inconvenience this caused the customer.

Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a sewer gas smell inside the house. I called HSA (home warranty) they sent out **** ****** *********** to diagnose the problem. I paid them my $75. deductible. He checked the P traps for water, looked for cracked or leaking pipes and I accompanied him outside to look at the vent stack. We were standing in the yard looking at the stack on the roof and he said it looked fine. He advised a smoke test to detect where the leak was. After he left I researched a vent stack and found out you had to go on the roof and look down it to see if it was plugged. When my husband got home he went on the roof with a flashlight and a stick and said the vent stack was plugged, although he is not a professional. HSA had contacted ***** ******** to do a smoke test for us. I called HSA the very next morning before ***** ******** arrived. I told them **** ****** *********** did not properly check my vent stack and I thought it was plugged. I told them I did not want to pay another $75 to have it properly checked. They told me that if it wasn't a clogged vent stack I would have to pay another $75 deductible for further tests, I agreed. ***** ******** arrived and confirmed a clogged vent stack. He wanted to cut the pipe off and replace it for $500. He did not have enough time to do it that day so he said he would come the next day to do it. He said he had to have the $75 deductible, I told him I did not have to pay that. He told me if I didn't give him the money he wouldn't be able to come back the next day. He said I should give him a check and he would return it to me the next day when he came to fix it. When my husband got home he said he wanted a second opinion before we replaced the pipe. So now I am unable to retrieve the second $75 I gave to ***** ********. HSA has the tape of the conversation I had about the deductible but will not release a copy to me. They advised me that the **** ****** *********l technician was not authorized to go on the roof. Since there are three typical causes for sewer gas in the house I don't understand why they would send someone not authorized to go on the roof to check the vent stack. I understood the vent stack was not covered under my policy. We needed to know why sewer gas was filling the house. If the vent stack was not plugged I would have happily paid another $75. to have ***** ******** find the cause. I am convinced I stated my case to HSA that morning, before the plumber arrived, concerning the deductible or I never would have agreed to have them come to check it. I think it is very unfair that they now say I was informed I'd have to pay another $75 to have someone else check the vent stack properly. HSA said they will only give me a $25. refund. I totally believe I shouldn't have had to pay another $75 deductible when I called them and said the vent stack was improperly checked and needed someone to check it properly, not at my expense. I contacted them to file a dispute they gave me an e-mail address that did not work.(**************************) I contacted them again, they gave me a new email address *********************, I had no response. I contacted them again they gave me a fax # ###-###-#### a week has gone by no response. I called HSA again today and a supervisor named *****, (very unpleasant) said that there is no review board or any dispute council that she agrees with supervisor named Angie that I was only entitled to $25. refund. She advised me there was nothing else I could do. I am hoping you can help us with this problem. Thank You.

Desired Settlement: I would like to receive my $75 deductible back that I paid twice for checking a vent stack. I believe I had a verbal agreement to not have to pay another $75 to have the vent stack checked properly.

Business Response:

The affiliated vendor came out to the home for a sewer gas smell in the home. The technician inspected the toilets, sinks, drains but could not recreate the sewer smell. The technician found no failure at that time, but did recommend a smoke test, which is something that this vendor could not do. The homeowner paid the service fee of $75.00 to the technician due to the claim being denied because no failure was found. The HSA associate gave the homeowner two options: 1) to wait until the sewer gas smell occurs again and set up a recall at that time, or 2) to try to send out a second vendor in the next 24-48 hours to run the test, but cannot guarantee. The customer chose to have a second vendor out to run the test. The second technician found the the roof vent was clogged with leaves, which is not covered under the HSA warranty. The homeowner paid the $75.00 service fee to the second vendor because the claim was denied due to not normal wear and tear. However, after further review HSA would like to refund the customers second deductible due to the fact the 1st service provider was not able to to diagnose the failure. If the first service provider would have been able to do the smoke test and found the claim to be denied, the customer still would have only been responsible for one deductible. The check for $75 will be in the mail today.

Thank you and HSA apologizes for the inconvenience.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Claim denied due to over-interpretation of contract language I moved into my house in October of 2012 and I have a 1 year home warranty with HSA (contract # ** **********). In March of 2013, I noticed a leak that originates in the bathroom above my kitchen. This leak was not apparent to me or the home inspector that inspected my house when I bought it. My home warranty with HSA states it covers internal plumbing system including "water supply lines." However, it also states that it excludes "shower heads and their respective assemblies including valves for shower/tub diverter." My plumber says I have a leak in the connection between a threaded galvanized pipe and the shower diverter. The pipe connects the diverter to the shower head and supplies water to the shower head. HSA denied the claim because they say the pipe is either part of the shower head and its respective assembly or part of the diverter. I feel like this is an overstatement because if I go out and buy a shower head assembly, it comes with a diverter and a shower head, not the water supply pipe between them. By their definition, anything touching the shower or diverter is part of the assembly. By this logic, all of the pipes in the house are part of the shower assembly. So what does my HSA contract cover? A separate issue I have with HSA is that they require me to get an estimate with one specific plumber that they contract out. This plumber charged me $100 to look at the pipes and did not even do any repairs. This seems like a scam to me. I don't know of a single plumber who charges $100 for an estimate. He just goes around collecting $100 from people without doing any work because people have to pay him if they want to file a claim. HSA has a $100 "deductible" for any repairs. I suspect that the plumber charges exactly $100 so that he makes the most money from customers without costing HSA anything. This is a huge conflict of interest.

Desired Settlement: I want HSA to honor my claim. My plumber is charging $800 to fix the leak. I also want HSA to refund me for the $100 I had to pay for their plumber to come look at the leak.

Business Response:

HSA had an affiliated vendor diagnose the failure and the technician said the valve body on the bath faucet was leaking. This would not be covered under the HSA contract on page 7, number 2: Interior Plumbing System: NOT COVERED:faucets, shower heads and their respective assemblies including valves for shower/tub diverter, trip levers, tub stopper assembly and sink pop-up assembly. The customer decided to have a second opinion with a vendor of their choice.  The technician went out to the property and this technician found it was a water line that was leaking.  The technicians professional opinion was that this failure was  occurring prior to the inception date of the contract. This would be denied due to failure occurred prior to inception date. The $100 is the customers deductible which they are responsible for at the time of the service call.  This is explained in the customers contract as well. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/12/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Dear HSA Warrenty, I am writing to express my concerns with loosing my ability to have this claim completed. I have attach two photos, one from Jan 2012, and the other from today. I began this claim in December of last year. - Called in with a frozen exterior heat pump, I think 12-7-12 - Referred to ********* ******* and A/C, ******, **, told put unit on emergency heat to thaw - ********* made 1st visit 12-11-12 - 2nd visit made repairs, I paid $250, 12-14-12, - January 7th unit frozen again, - I called in the HSA, and I took photo sent it to *********, put on emergency heat to thaw, - ********* came out on 1-8, ********* said defrost mechanism faulty. - This was the same issue, FROZEN EXTERIOR UNIT, so I had an unwillingness to pay the $100 deductible, I had to go around and around with HSA to get the $100 deductible waived, then I was put on hold, HSA called *********, he told HSA rep that he would not complete the job! WOW - HSA said we'll get a new company, ******* ******* *** *******, ********, **, and an appt. was made - ******* came out on 1-15-13, said the defrosting mechanism did work okay, no need to replace it - ******* came to repair 1-18-13 based on a new diagnosis - Today unit frozen 3-7-13, 2nd photo taken. - Called HSA, told to contact ******* - ******* said until frozen unit thawed, use emergency heat, which we have been down this road, so until temps rise enough to thaw not repairs can be made, ******* will call me back this afternoon My concerns are: - Why would the initial diagnosis from ********* not have included testing the defrost devise? If a unit is frozen, you would think this would be standard procedure. Instead I get told "leaking line" This was why I refused to pay the second $100 dollar deductible, and it made ********* mad, because I questioned their poor diagnosis. - The claim is still not completed, unit is not repaired to customer satisfaction, 5 visits and repairs and unit still is freezing???? - My warranty is expiring today, however, Amanda made a note in my file for a 15 day grace period to get work done. However I leave Sat. 3-9 for Spring beak and will not return until 3-17, so 15 day grace period will almost be over. I WOULD LIKE TO KNOW THAT HSA IS GOING TO SEE THIS CLAIM THROUGH TO COMPLETION, PLEASE! - I have run emergency heat for 3 weeks in January, and our heat bill was $100 higher than normal, now we are on emergency heat again. So customer is not a happy one! I have tried to be a patient home owner using the warranty I paid for, but a few weeks ago, a rep from HSA called asking me if I wanted to renew for another year. I said no, he asked why, and I told him, and he said I understand your dissatisfaction. It is amazing that I am even having to send this email and to have spent hours on calls, emails, AND missing work to be home for repairs to be assessed and then made, and really no one from HSA has said SORRY for you inconvenience. Your web site has the Better Business Bureau seal on it, please do something to satisfy this customer, at the very least I would think a complimentary 2nd year warranty would be appropriate to ensure that the outside unit is not going to go out, and we then have to pay thousands to have the whole unit replace. This is why I purchased the warranty in the first place. Again off of your website, "THE RIGHT PEOPLE, THE RIGHT SERVICE, THE RIGHT HOME WARRANTY" Please do the right thing! THANK YOU! I was on Spring break out of town vacation with my family and HSA called and said I was not covered becuase the 3rd Heating and Air compamy listed the problem due to another discription. I just checked my voice message, and HSA representative said due to the wording on the last invoice from TEVAC on 3-8, that damage was caused by "high wind and air born debri" that this was not covered because the damage was not done by normal wear and tear. I couldn't believe my ears when I heard this! HSA does not want to do what is necessary to make the proper repairs, as was shown by two different pictures, and I am beyond myself as to calling them another time.

Desired Settlement: The outside heating/air unit, has leaked out coolant for a 3rd time. I have photos of the unit being completely frozen on two different ocassions. I am beyond disatisfaction, I am in disbelief that this warranty company tries so hard not to honor it's promoted service of home protection. We purcahesed this 1 years warranty for just such a things as this unit needing repair. The $100 deductible for service is understandable, but I had to fight with the company to get them to waive the 2nd $100 deductible due to this being the same problem, and then due tothe 3rd heating and air's *****, simply phrase, "high winnds and air born debris" being on the invoice HSA said not covered. The unit is shot, it needs to be replace. The 3rd Htg and air company listed in Tech recommendations, "replace unit (condensor and evaporator coil)" I want HSA to finish reparing my unit, and since the bandaid repairs the 1st tow compamies have done did not get it repaired, I asked to use a local companu in ***********, and they said unit is beyond repair, so I want HSA to pay for repalcing the unit.

Business Response:

HSA apologizes for the delay in responding the the customer. We are looking into this claim to come to a final resolution.

The information HSA was given by ***** advises the failure to the heat pump was not due to normal wear and tear. In the technicians professional opinion, he indicated the failure was caused by debris and the debris had damaged the coil. HSA called ***** again today and verified this diagnosis.

However, HSA is requesting a second opinion to verify the cause of failure. A Service Support Specialist will be contacting the customer to advise of the next steps and will be working working this claim through to be sure it is handled in a timely manner.

Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HSA had us use a company to repair our main water valve within our home . *** ******** **. came out to do the repairs. This required them to shut off the water leading to our home which the plumber did. Using the shut of valve that is located in the side walk. However in the process of turning our water back on the plumber broke the shut off valve apparently. He told me he could not get the water back on and we were liable. We disputed this with his company and HSA. We have filled a complaint thru the *** ** **** against this company that was contracted to complete the work mentioned (*** ******** **. in ****). But since HSA had another company come out that alleged this was a wear and tear issue (***** ****** ******** *** in ****) we thought that we needed to go ahead a file a complaint against HSA since they appear to be wanting to pass all or most the cost of the required repairs to us the consumer. My wife, our *yr old and **** old baby our currently staying with our parents since we have no water at our home. This event occured Thursday March 28 and today is Apr 1. We are very dissapointed with the companys involved. We don't understand how you can begin working on something and before finishing your job break something. Then want to pass that cost on to (us) the consumer.

Desired Settlement: We want HSA and the ******** *** to take some resposibility, realize they were in the process of doing repairs and something broke. I think they would have a strong argument if the plumber came out and couldn't get the water off to begin with. But to actually to have something occur like this were the consumer is now being asked to come up with thousands of dollars (possibly) after you can't get there water back on.... It just seems like a racket. My family hopes and prays the water will be turned back on sometime this week and that we will not have to pay any charges for repairs.

Business Response:  HSA apologizes for the inconvenience this has caused the customer. The reason HSA was not offering coverage on this claim is because even though the technician did say the failure was due to normal wear and tear, the failure occurred outside of the home. Per the HSA warranty:

A. COVERAGE

1.HSA will provide home protection coverage for authorized repair or replacement of “Component Parts” mentioned as covered in accordance with

the terms and conditions of this contract that fail due to “Operational Failure”. HSA will cover “Loss” so long as the “Component Parts”:

A. Are located within the “Interior” of the main foundation of the home or attached or detached garage (except for the exterior well

pump, septic system, condensing unit and pool/spa equipment).

A Service Support Specialist called the customer on 3/29 to discuss the options the customer has. HSA received quotes from 3 companies and is offering monies towards the repair. HSA is waiting to hear back from the customer regarding what they would like to do.

Thank you.

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.]

Better Business Bureau:

I would like to thank the BBB for their involvment. We do realize this situation was touchy because we do realize HSA's position and realize wear and tear was a factor. But we also realize wear and tear

is always a factor when doing repairs and having someone break something then denying any liability just doesn't seem right. We are still hoping the other company will step up to take some

responsibility. We feel HSA could still be influential in this matter (by getting the other company to use their liability insurance). We are willing to settle for what HSA is offering at this time and want to

thank them for atleast taking some responsibility.  This is in response to complaint ID *******.

Regards,

 

****** *****

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HAD TO CALL THEM OUT BECAUSE DAMPER ON FURNACE WAS BROKEN , THEY MADE ME PAY THE DEPOSIT , BUT THEN TOLD ME THEY WOULD NOT FIX IT. PURCHASED A HOME WARRENTY WAS TOLD YOU PAY THE DEPOSIT , THEN IT WOULD FIXED WE JUST MOVED IN, THEY CAME OUT TOOK MY DEPOSIT JUST TO TELL ME THAT THEY WILL NOT FIX IT . THAT WAS THE REASIN FOR THE EXTRA WARRANTY THAT WAS PAID FOR, THIS COMPANY IS A RIP OFF .

Desired Settlement: I WANT MY MONEY BACK THEY DID NOTHING , BUT SEND OUT A SOME ONE TO SAY IT IS BROKEN . I COULD HAVE CALLED A PROFFESIONAL HEATING , AND AIR COMPANY THAT WOULD HAVE FIXED THE PROBLEM. I WANT MY MONEY BACK MOST COMPANY DO NOT CHATGE THAT AMOUNT TO JUST LOOK AT IT , AND MOST HAVE FREE SERVICE CALLS.

Business Response: The HSA Home Warranty covers mechanical failures due to normal wear and tear that occur within the contract period. The reason for the denial is due to the failure occurring prior to the inception date of the contract. The licensed technician found that the failure could not have happened within the two days that the contract was in force. The HSA contract does not cover preexisting conditions. Per the customer's contract, page 6, number 1: Limitations of Liability: Detectable pre-existing defects or deficiencies, when the “Component Parts” were not in “Proper Working Order” on the inception date of coverage, are not covered by HSA. If, on the Buyer’s effective date of this contract, the defect or malfunction of the covered “Component Parts” would not have been detectable by either visual inspection and/or simple mechanical test and/or safety test performed by a qualified professional, the defect or malfunction may qualify for coverage. The deposit, the customer is referring to, is the service fee that is due on a denied claim for the technician time's out to the property.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May 2010 I had a HSA warranty for one of my rental properties. HSA contracted a plumber to install a water heater in my duplex. In 2012 I had another plumber install a different water heater. He told me that the water heater HSA had THEIR contractor install was not up to code and was in fact a hazard. I contacted HSA and their plumber who is not surprisingly not working for them anymore. I sent the plumber pictures and he refused to respond back. HSA basically washed their hands of it since I didn't bring this up sooner. So their blaming me for my lack of Plumbing knowledge. I would not recommend HSA to any of my friends or other Landlords that I know.

Desired Settlement: Fix what they messed up. I hired HSA to get the work done by professionals not shady contractors who by the way ******* ***** plumbing has an F rating in the BBB. Actions speak louder than words. HSA should uphold to their standard they represent. Otherwise they may soon have an F as well.

Business Response:

HSA apologizes for the inconveniences this has caused the customer. However, if the customer feels the technician did not do the work properly that is a situation the customer would have to discuss with the technician. Service providers are responsible for their work, and the work of their technicians and have insurances for that reason.

The process to become an affiliated service provider wtih HSA involves providing all insurance information and background checks for all technicians. HSA strives to provide the best service possible and apologizes the customer did not have a positive experience.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *********

 

 

Consumer Response: HSA, Then I would like to request a copy of the plumbers liscense and proper certification. Since you contracted this plumber to do work on my property that wasn't up to code. That would satisfy my complaint and then I will follow the proper avenues I need to make sure this gets rectified.

Business Response:

Attached is a copy of ******* *****'s license. 

 

Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Refused to comply with home warranty. 5-6 Phone calls because of no heat and no water. Supposed to set as emergency, but did not successfully contact vendor. When heat pump looked at 2/27, vendor did not note any irregularities and possibly caused our heat pump to be "fried". Company does not respond in a timely basis and will not comply with warranty.

Desired Settlement: Replacement of heat pump.

Business Response:

I apologize but I am unable to locate this customer in our systems.  I have attempted to search by the customers name, phone number and property address that was provided.  If the customer is able to provide a contract number I would be happy to try and locate the customers contract again. 

Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a home and an HSA home warranty through *********l ******. We have been in the home only a few months and the heat was not working appropriately. I notified HSA that the units were not functioning properly ( one was leaking and the other was blowing cold air).. HSA sent a service technician from Service Solutions, and I paid my $75.00 deductible. The technician did not even go outside to look at the units, he simply said it was due to a cracked piece of PVC piping and a bad pump. When I asked him why it continued to blow cold air he said "this is what these models do" and that is normal. A week and a half later we still had no heat and were receiving power bills of several hundred dollars. I contacted our power company who sent out a specialist and an energy audit was performed. The power company representitive used to specialize in HVAC and noted that the units outside were not functioning properly and he could not believe the service man sent out by HSA had not even addressed my complaint and I was now responsible for a week of extremely high electric bills (due to the heating system pulling from the emergency heat). When the Service solutions guy came out a second time, I was charged another deductible when their contract states that "if it is related to the same claim you will not be charged." When I contacted HSA, they at first told me I would owe another deductible *(because it was a second system).. I informed them that this is not the case as I had both systems looked at onthe first visit and paid one deductible. They then got on the phone and said we could compromise and they would give me back half of the second deductible. When I asked to speak to a manager he informed me that I would have to mail in two invoices showing where I had paid and I would receive a check for one of the refunds. Why am I having to communicate with their own techs for their own mistakes? Can't HSA do that?? Bad customer service!!!!! The second inspection from the same technician (now with another guy ) revealed what the electric company guy had said.. the fan was not turning, needed freon, and appeared to be a cracked compressor.. all part related. I was frustrated to learn that HSA is claiming that my portion is $275 now, due to modification charges to the system that involves a floater switch and a drain kit.. I have had another representative from an HVAC company tell me that this is being wrongly classified in order to recoup some of the money.. this is not a "modification", it is a part of replacing the failed part and should be covered.. I feel that HSA should wave this or have service solutions waive this as it has cost me a week of sky high electric bills, I still have no heat and have not had heat for two weeks now, and the aggravation of being charged two deductibles. It does not say anything about floater switches or drain kits being classified as "modifications" and I feel like this is very unclear and misleading.

Desired Settlement: fee waiver for the $275 for the two weeks I have spent without heat, and high power bills incurred from being told it was fixed etc. Refund of second deductible ..

Business Response:

HSA apologizes for the inconvenience this has caused the customer and is reimbursing the second deductible and the check will be in the mail today.

The drain line kit and the float switch were not failing but they needed to be added and modified to fit to the new unit. The float switch and drain line kit are not metal modifications so they did not qualify for coverage under the warranty.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The modifications were needed in order to fix the failed part, the compressor, relating back to a failed part. Furthermore, even if HSA disagrees on whether or not this is covered, I feel that they should waive the $275 or at least half, for the poor job that their technicians did the first time, me being without heat for a month, and resulting high power bills from the defective system that was misdiagnosed and not fixed in a timely manner.

 

Regards,

******** **********

 

 

Business Response:

The customer was made aware of the $275 non covered charges and approved them before the approved replacement of the evaporator coil was started.  HSA will not be refunding the charges. 

 

 

Consumer Response:

And I will not be removing my complaint. This home warranty company is a scam.

 Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******** **********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/5/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The humidifier that came with the house is operating but not in a manner that humidifies the house to the appropriate levels. The humidifier has been checked twice and according to the technicians has no operational failure. Yet, in my home my son has nose bleeds, we have static electricity, I have a bronchitis condition that is being exacerbated by the dry air levels in the house. I spoke with ******, supervisor, she offered a second opinion which I initially denied but then I asked for the second opinion which would be based upon a checking of the humidifier operation AND then subsequent checking of the humidity levels in the house with the humidifier on. This would confirm/deny the humidifier is operating at the levels that the humidistat has been set. I replaced the filter as requested by the first technician, and the humidstat is turned up to the maximum of 50% with the damper open and this does not improve the air quality of the home. I received a letter of denial of coverage tonight due to that there is no operational failure. There are few moving parts in a humidifier, but just because the parts are moving doesn't mean it is operating at the appropriate level. There is also a lot of rust in the reservoir where the drain hose is located, I asked why there is so much residual rust water in the reservoir and did not receive an answer. I am concerned about myself and my son's health with the dry air in the house.

Desired Settlement: Installation of a humidifier that will humidify my house to a healthy level.

Business Response: A Service Supervisor called the customer and we are moving ahead with a second opinion.  A service company is placing a humidity box in the customers home to read the humidity levels in the home.  Once we have the information we will determine the next step. 

Consumer Response:

Better Business Bureau:

The company has not contacted me in regards to the results of the humidifier test. This is regards  to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I have not received  the results of the humidifier test, no one from the company has contacted me and no offer has been made by the company]

Regards,

********* **********

 

 

Business Response:

A Service Supervisor has called the customer and left a message to discuss.  As soon as we hear back from the customer we will discuss the findings from **** ****** ***********. 

Thank you. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

 

I was contacted by ******, manager at HSA, and was told that the humidity levels in the house were working in accordance with the humidifier settings. This is AFTER the second opinion vendor came out and completely disassembled the humidifier to find the problem.  Only 1/3 of the water was running through the humidifier due to the water tray inlets were blocked. The humidifier does seem to be working at a much better level.  The filter in the humidier is new as of this past fall.  My dissatisfaction comes from the discussion with ****** in regards to the second opinion and coverage.  When asked initially and in any later discussion, she had told me that HSA would cover the $75 deductible for the second opinion.  It was never discussed nor brought to my attention that I would owe any balance from this second opinion. In my last conversation with ******, she told me that I was responsible for the remaining balance to the vendor, ********** ***********, which is approximately $73.  I am refusing payment at this time, as I was never notified in any conversation that I would owe the balance of the second opinion. I may not have had this done, as I was not given an approximation of the cost for the vendor services.  I am extremely dissatisfied with the customer service skills of their manager, ******.  As of this point, I would not recommend this company to anyone and will not be renewing my contract with them.

Regards,

********* **********

 

 

Business Response:

It was discussed several times that the customer would not be responsible for additional charges only if it was a coverable claim.  The service provider that went to the home the second time did a cleaning of the unit.  Normal maintenance and cleaning is specifically excluded from the contract on page 6, number 8 under Limitations of Liability.

Lack of maintenance or lack of capacity; normal maintenance, cleaning,

The claim is denied and the customer is responsible for the charges.  The customer was not charged another deductible for the second opinion.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below

If the original vendor had done due diligence in checking to see why the humidifier was not working properly, there never would have been a need for a second opinion. Which then there would have been no additional cost to HSA. Nor then HSA trying to force me to pay for the balance of a second opinion that never should have occurred. Would not recommend this company to anyone.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

********* **********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/4/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: HSA Home Warranty replaced a furnace in my home, subcontracting to a local contractor. The contractor damaged the exhaust venting, causing a large perpetual leak every time the furnace runs. HSA is refusing to mitigate the damage. I therefore do not have an operable furnace, as was promised under the terms of our contract.

Desired Settlement: I want the damage done by HSA's contractors to be repaired.

Business Response:

The customer had their own technician to the home and HSA is waiting for that company to call us with their findings.

For right now, the leak is located in the attic. The first technician that went to the home took pictures of the leak and the wood around the leak is rotted and molding, indicating the leak has been occurring for quite some time. The next step in determining coverage is speaking with the customers own technician to verify what they found.

Thank you.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The leak is not in the attic.  I can take pictures of the water on the basement floor if necessary.  I am also having my own furnace company re-visit to document the damage, even though I don't feel that I should be required to do this on my own time and expense.  If the leak were present before, your installers would have noticed, because there would have been water on the floor, and they would have been dripped on during the install.  Also, if the leak were present before, the home inspection that was performed three months prior would have noted the problem.  No problems were found by the professional inspectors, and the installers found no prior damage prior to doing their work.  Let me know if you need a copy of the home inspection for proof.


Any existing damage found (and apparently photographed) would be from an old problem that had been fixed previously, otherwise the "active" leak would have been detected before the furnace was replaced.  I have not seen said photographs, nor was I aware that any were being taken.  Applying your logic, you could accidentally crash into my car, and refuse to fix the damage if the car had a scratch beforehand.  I'm also not convinced that whatever your agent is photographing was pre-existing, and I'm concerned now that if there is indeed water damage, that the problem caused by your agents is more serious than just a puddle on my basement floor.


Please fix the damage that your agents have caused to my home, and finish my furnace install as agreed.  I'm not asking for anything more than to have my home returned to the same condition in which you entered it.  As of now, I have a partially-installed furnace in my home, because it has never worked properly.  Your installers have offered to mitigate their damage, but only if they can drill new holes and vent through the wall instead of the roof.  This is unacceptable to me -- I just want my home restored to the way it was before your agents broke it.  I understand that accidents happen every day, but reputable people will fix their mistakes.  My realtor believes that you are a reputable company - please help me to prove him right.

Thanks,

**** ****

 

 

Business Response:

The service provider sent by HSA and the customers own service provider both reported the leak is in the attic and following the flue pipe down into the basement. Both service providers also reported this leak was not caused by the installation of the new furnace. HSA is reviewing potential coverage of the failure to the flue pipe, however secondary damage is not coverable due to the terms of the contract. Both service companies reported the same diagnosis. The leak was occurring in the attic but following the flue pipe to the basement and this did not occur during the installation.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Home warranty came with the house, which I bought last June. Pipe developed a leak in the wall. Water dripping into kitchen. Call HSA, and they send someone out the next day. Good news, the repair is covered, including replacing broken pipe and repairing the hole cut needed (to a rough finish, which is lame) in my dining room to access the broken pipe. Bad news is, before they'll do the cut, since my home was built before 1978, or whatever, a lead test must be done on the paint, and if tested positive, it must be abated before the cutting can begin. The cost of the test and abatement are not covered. I can maybe understand the cost of the test not being covered, maybe, but the abatement? They covered the house and its systems and warrant that they'll make repairs. The house was built when it was built, and they wrote coverage on it and could have researched when it was built and adjusted their premium accordingly under the presumption that the systems were older and that there could be the possibility of lead. Instead, they are trying to foist a significant portion of the repair cost on me. That's not why people buy a home warranty. The repair cost should cover the cost of the abatement, if necessary, since it's necessary to make the repair. What if that was a lead pipe in there? Would nothing be covered? And neither HSA nor the plumber they sent to assist with the claim can tell me how to proceed. I still have a busted pipe in my wall and nothing has happened at all after a week. Very, very poor service. And when I asked reasonable questions on how to proceed with the abatement, I was told more or less that I was on my own, and that I had to coordinate that all with the plumber and whoever they choose to make the abatement. This all shouldn't be incumbent on me. And HSA should care that a customer is having to endure all of this, and I've seen absolutely no sign of this, and no follow-through on their part to make sure I don't have a health issue brewing over here.

Desired Settlement: I want HSA to honor their warranty, or, at a minimum, put me in touch with someone who can make the full repair, with the cost of the testing and abatement broken out so that I know I am dealing with. People don't buy home warranties to be given the runaround when they try to make a claim. I honestly feel like this is a backdoor way of trying to disclaim coverage, and I'm very frustrated with it.

Business Response:

Testing for lead paint in a home is a federally mandated law by the EPA. HSA does not offer coverage for lead paint testing and/or abatement. Section F., number 3 states:

"HSA will not contract to perform service nor pay costs involving hazardous or toxic materials or asbestos, nor will it pay costs related to refrigerant recapture, evacuation or disposal of refrigerants or contaminants. If the 7 Star Upgrade is purchased for/by the buyer HSA will pay costs associated with refrigerant recovery."

The contract also offers coverage on mechanical failures and excludes coverage for structural parts of the home (aside from roofs on some contracts).  Section F., number 11 also states, 

"Damage to the physical structure of the residence including, but not limited to, load bearing walls, walls, roof, roof supports, structural floor base, foundation or slabs, and ceilings except where specifically identified as covered."

 

  HSA apologizes for the inconvenience but the customer will have to have the testing done and abated (if needed) before we can move forward with the claim.

 

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** **********

 

 

Business Response:

HSA contracts do not offer coverage for structural items in the home (aside from roofs under some contracts). The contract offers coverage for mechanical items in the home, but not windows, walls, etc. Since lead abatement is not a service that is covered under the warranty, HSA does not have affiliated service providers to preform this work. HSA apologizes for the inconvenience but the customer is required to have the area tested and the abatement done if needed before the repair can be completed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response regarding structural items does not seem relevant to the the facts of this case. I do not understand that response.

I have subsequently had the wall that has to be cut to make the repair tested and there is no lead-based paint on the wall. Abatement is thus unnecessary, and work can proceed.

My problem here is that since federal law requires abatement to make the repair, abatement is thus a integral piece of the repair and should be covered.

Setting that aside, when a situation like this comes up, HSA should mininally be able to explain the steps the customer has to go through to satisify HSA's requirement. For example, by testing, how? Me and a 3M test kit from Home Depot? A licensed lead tester and the same 3M test strip? A licensed lead tester and an XRF? Abatement how? Paint stripped on the whole wall, the part of the wall to be affected? If just a part, exactly to the cut measurements, or with some leeway? Can I go without stripping and have the room sealed and with scrubbers and negative pressure venting dust out the window? HSA, this is YOUR policy, not mine. I am simply subject to it if I want you to honor the warranty. So tell me how to proceed so that I can satisfy your policy requirement!

My honest sense is that this is on a flowchart for the claims processors to find and flag out, but there is no real policy or list of what is acceptable, because nobody has STILL answered these questions, even with a complaint to the BBB. It is not an acceptable way for a Better Business Bureau member business to do business. Period.

Regards,

**** **********

 

 

Business Response: It has been HSA's policy to provide guidance, including servicer recommendations, on situations covered under the Home Protection Plan. Federal, state or local laws vary greatly therefore HSA's recommends that the policy holder contact the appropriate agency for direction. We appreciate the feedback and strive to make every customer interaction a positive one.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HSA came to replace an induction motor in my furnace. After 1 day, the motor failed, and started making a loud noise that could be heard throughout the house. When I called to have someone look at the furnace, the same repair man returned, and stated that nothing was wrong with the motor. Now, I'm left with a motor that keeps myself and my family up at night because it is so loud, when the motor it replaced was whisper quiet, and the company refused to send out a different tech to look at the motor. Now, I have to pay out of my own pocket to have another company come out to replace the faulty motor they replaced.

Desired Settlement: Refund of contract price, and cost to have new motor installed.

Business Response:

A Service Supervisor contacted the customer today regarding the next steps. HSA contacted a ****** dealer in the customers area to come to the home to determine if there are any failures. Once we have the technicians findings we will determine the next step. HSA will be covering the service call fee for the technicians trip to the home.

Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: No repair companies in our area will accept the warranty from this company due to issues collecting payment from them. We purchased this warranty under the understanding that we would not have to pay upfront for repair bills. We cannot afford to wait for payment. Last year I was told they were working on obtaining certified repair companies. That has not happened, now i have to pay for double warranties.

Desired Settlement: I want this contract cancelled immediately!!!

Business Response:

Before HSA could respond the the complaint, our vendor department had found a company to do the installation of the new water heater and we also paid the techncian directly.  Does this reslove the customers complaint? 

Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a home in June of 2012 which included a one year home warranty through HSA. Just a few days ago, on 1/30/13 our furnace started making loud noises. Upon calling HSA to resolve the issue, they sent their technician the next day to inspect the problem. After paying $80 for him to be there for 10 minutes, he took some pictures and left just simply stating that there was a crack in the heat exchange and that he would send over the information to HSA. After HSA received the information, they determined that they were denying the claim stating that there was a 'pre-existing condition' that they based off of a picture that was taken from the annual service card which showed an annual maintenance check-up in 2012 with a note stating that the technician heard a noise and tightened some screws and it went away. This was not a serious issue that needed to be address nor did it need further repair. After explaining to HSA the situation, we had to have the original technician come back to our house to prove that there was not a previous condition that could have caused this problem. We even sent HSA our home inspection report which states no pre existing problems were found with the furnace, along with the legal disclosure form from the previous sellers which was signed and verified that there were no previous conditions that were problematic to the furnace upon the selling of the home. Despite confirmation from the realtor that sold us the house (and warranty), the previous owners, the original technician, and the disclosures and home inspection report that we send HSA - we still have yet to receive an overturned status from the denial. [The contract we have with HSA states the following: Coverage does not apply in these instances: 1. Detectable pre-existing defects or deficiencies, when the "Component Parts' were not in "Proper Working Order" on the inception date of coverage, are not covered by HSA. If, on the buyer's effective date of this contract, the defect or malfunction of the covered "Component Parts" would not have been detectable by either visual inspection and/or simple mechanical test and/or safety test performed by a qualified professional, the defect or malfunction may qualify for coverage. ] *As I mentioned earlier, we provided legal proof from both the legal disclosure from the seller along with the professional's inspection report which proves that there was no defect or malfunction with the furnace upon the effective date of the contract with HSA (on 6/12). It has been three days without heat in our home where the temperature outdoors has been dropping to near 0. Our home is at risk of pipe's bursting and we are left to live with relatives due to the risk of living in the conditions of our home with the freezing temperatures.

Desired Settlement: We would like HSA to overturn the denial due to numerous documents and statements which prove that there was not a pre-existing condition to our furnace that could have caused the cracked heat exchange. The annual inspector that came out in 2010 simply tightened the screws to make the noise stop and it was part of a normal wear and tear. If there was a serious problem back in 2010, the original technician stated that it would have needed to be fixed. It has been 3 years since and we have had no issues with the furnace until two days ago - which proves enough that this was not a condition that could have been 'pre-existing'.

Business Response:

The HSA Field Sales Representative is offering to cover the cost of the furnace and half of the labor costs. This claim is still denied and has been reviewed by numerous Service Support Specialists, but the Field Sales representative did offer to cover a majority of the costs on the customers behalf. HSA apologizes for the confusion around this claim, but hopes this resolves the customers complaint.

Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have had a service member from **** ****** *********** (HSA's own company) out on four occasions in the past month to fix our furnace, which quits running. When the furnace quit last week, my husband spoke to the service man directly (he had given us his direct number) and the service member had mentioned what he "thought" might fix the problem but he would have to contact HSA to see if it would be covered. I received a phone call on Tuesday, Jan. 15 from **** ****** *********** stating that they had received a call from HSA requesting someone return to our house to fix the problem. When I called back to schedule with ***, I spoke to John and asked him if we would be charged $75.00 (our deductible each visit) again since this was an ongoing issue. He stated that he didn't think so but would check into it. We were not told by anyone at *** or contacted by HSA and told that this cost would be out of our pocket. The same service man came out today and added a new part that he said should have been added 15 years ago when the furnace was put in and told me he "hoped this will take care of the problem". He then told me, after the part was installed, that it was not covered by HSA. I immediately called *** and they said they would call back. I then received a "courtesy call" from HSA where the lady told me that this part needed to be on there for the past 15 years and so it wouldn't be covered by them. "How did it work fine for 15 years without this part?" I tried to ask but she said this is what the serviceman had told her would fix it. I explained that we were never contacted by either HSA or *** to inform us that this was not covered PRIOR to the part being installed. She said that she apologized for that but there was nothing she could do. She then claimed that my husband approved this when he first contacted the service man again. This is an absolute untruth since we were not going to invest any more money into a fifteen year old unit that is not working, especially on a part that they "hope" will fix the problem. That is the same thing we were told the last three times they were out and exchanged parts on the furnace. This practice is absolutely unacceptable. We were charged $249.80 for parts and service.

Desired Settlement: I would expect an apology for the unethical way this was handled and a refund for the amount we were charged AFTER the part was installed.

Business Response:

HSA spoke with **** ****** *********** and the technician that went to the home did do the repair without getting prior approval from the customer. However, when the technician learned it was not a covered repair he offered to remove the parts so the customer would not incur any charges. The technician reported the customer stated, "No, we need to have it done." While the technician did do the repair without prior approval, he did give the customer the option to not incur additional charges but the customer signed the work order and paid for the repair. 

Thank you. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/4/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I received a home warranty from HSA when purchasing my home. I filed a home warranty claim for my garage door opener malfunctioning. Garage door openers are covered by the service contract. My garage door opener was manufactured and installed in 1991 and does not have a sensor along the track near the ground because these were neither standard nor required at the time. Effective January 1, 1993, federal law was passed requiring manufacturers to include these sensors (US Federal Law UL 325). HSA dispatched a service contractor and subsequently denied my claim. The policy states: "INTERIOR ELECTRIC - COVERED: wiring, main service panels, sub-panels, receptacles or outlets, switches, fuse boxes, electric wiring to all major electrical equipment; outside outlets attached to the primary residential structure and garage; garage door opener (2 systems maximum) must meet current safety standards; includes track assembly and carriage unit if part of the opener unit..." I understand that my garage door opener does not meet current safety standards; however, the garage door opener was not required to meet these standards because it was installed prior to the regulations being passed in 1993. Furthermore, the sensors, in my opinion, have nothing to do with the malfunctioning of the garage door. The opener has been working with no issues for 20+ years. HSA denied my claim prior to performing a full investigation. The service contractor was not allowed by HSA to inspect the garage door opener to determine the cause of the failure. As soon as the contractor saw that it did not have sensors he called HSA who denied the claim.

Desired Settlement: HSA should send the service contractor back out to complete a full investigation and determine the cause of the failure. I am happy to accept the denial of my claim if the cause of the failure is due to the garage door opener not meeting current safety standards. However, if the cause of the failure has nothing to do with the opener not meeting current safety standards, the loss should be covered. HSA should pay to repair or replace the garage door opener. If replacement is warranted, HSA should pay the replacement cost less my $75 deductible and less the cost of the sensors that my door does not have but are now required. I am not asking for HSA to pay for the sensors that I do not have. HSA has denied my claim prior to completing a full investigation. Some claim attorneys and adjusters would call this bad faith, and I would tend to agree. An insurance company is required to perform their due diligence in determining coverage. Insurance companies arent allowed to deny claims prior to performing an investigation to confirm the cause of the loss/failure, and neither should HSA. Insurance companies who have denied claims prior to investigating claims have been members of multi-million dollar bad faith lawsuits. Last, I should not be required by HSA, as specified in the contract, to pay another $75 deductible because they have to send the service contractor out again. HSA had the chance to perform an investigation the first time and I should not be punished because of the way in which they decided to deny the claim.

Business Response:

Since the unit does not meet current safety standards it does not qualify for coverage. Yes the failure might not be due to the sensors, but the contract states garage door openers must meet current safety standards.  Since the customers unit does not meet current safety standards the entire unit does not qualify for coverage.  HSA apologizes for the confusion around this, but the denial does stand. 

Thank you. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i call to have someone come out to my house for my stove. i was smelling gas the gas company came out and turn my gas off on my stove. so i call HSA to have them send someone out to fix my stove. i have been with this company for five years and never had a problem with them and they have never had a problem with me. they take there payments out of my account every month never had a problem with that. so when i called to get service they tell me i cwe for november 2012 and i said how is that you guys take money out of my account every month and no one called me nor did i receive anything in the mail. the lady said they emailed me i told them i dont read my email and it my have been erased. they told me i had to pay for November i told them no problem i will pay for that month. they told me i had to pay and extra 15.00. if I didn't pay the 15.00 dollars i could not get help. ifeel that is so wrong i have to pay the service person 100.00 dollars to come to my house i don't have extra money like that can i pay later thay just refuse to help me until i paid that 15.00 dollars. once the bill was paid they then told me to write down all this info. and I had to call the company to come out to my house what am i paying them for every month if i have to do their job and she told me is my take 48 hours to get somebody out I told her i have a sick husband and i have to cook for him three times a dayi cant afford to eat out like that just like i said i don't have extra money. i just feel like i was treated wrong and im not happy with HSA.

Business Response:

 The customers payment from November, 2012 bounced so HSA received an NSF fee. If a customers payment does not come through properly and HSA incurred charges, the customer must pay those fees to bring their contract to date.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******** *******

 

 I paid that payment on the day I found out about the payment. Now why my stove is not fix yet and it is 1/15/2013 I have not been able to use my stove. They keep giving me the run around that's not right. I told them I have a sick husband at home he is disable and I have to make sure he eats. I don't have money to keep eating out can you help me with that. They keep sending the wrong people out. I have call the gas company out to my house twice for gas oder I keep smelling the gas company keep turning my gas off on my stove say the leak is coming from my stove. I pay for this insurance for all my appliance why can't I get my stove fix been paying for 5 years or more. Ask them why my stove is not fixed or replaced . 

Business Response:

HSA apologizes for the delay, but a service company has been to the home and the necessary parts ordered to make the repair. Once the part is received by the service company they will go to the home to make the repair.

Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had called the HSA about sewage backup in the sewer line of the house. They were courteous enough and sent out their authorized plumber to our house. He snaked the drain for the house through a cleanout, but when questioned about the basement drain and standing water, the tech had said it was due to a p trap and left. After he left, I cleaned up the debris from the backup and to fully clean up the silt, I turned on some water in the basement and tried to flush it down the basement drain. To my chagrin, the drain wasn't running. I immediately called the tech back and told him what he did was not sufficient (this was about 2 hours after he had left). He told me he would not be able to come back out until 9 pm that night (approximately 10 hours later!). I said fine, and waited. He ended up coming back at about 7, went right in the basement did some work and left (no word to me or my family at all). A month later, the sewer backed up again and the HSA said they had no authorized plumbers besides the original company, so I picked my own plumber. They came out and spent about 3 times the time cleaning out both the trap and basement drain (standard protocol I learn). Additionally the tech explained that if we wanted to go thru the HSA, the fee would be approximately 173 dollars (due to added frustration and time to get their money), but if we paid them in full at the time, he would charge us the standard amount of 99 dollars! (So the statements the HSA sends us about savings are based off bloated costs, that was a surprise to me.) Approximately two weeks later, the original plumbing company sent us a bill for theservice call - 185 dollars plus an addiitonal visit of 123 dollars. I immediately called them and explained what happenned and how their tech had not fully done his job which required the addiitonal visit - so the additional 123 dollars was not a charge I am responsible for. I also called the HSA to inform them of the problem to try to prevent them from paying the plumber for the additional visit. The plumbing company told me they would try to bill the HSA, and I told them that was not an appropriate action, since their tech did an insufficient job. At that time, they then said I was responsible for the charges. Now up to this point, the HSA had done nothing wrong, but when I called the HSA, I informed them of the situation and their reps tried to work with me and contact the plumber. They got nowhere, so I asked for a supervisor. The supervisor I dealt with was cordial and still attempted to work with me and solve the problem, but ended up not being able to get anywhere. At this point, the supervisor told me I had to deal with their vendor on my own (and I was ok with that - I was willing to let this go to court). About 2 months passed, and every month the plumber sent me an invoice for the work, at which point I would call them up and dispute the charge and told them to take me to court. Eventually, I got a letter from the HSA saying they had paid my debt and we now owed them. After having the first supervisor telling me to let it go to court, I was in shock, so called the HSA and learned that they frequently side with their vendors. I once again explained the situation, but got nowhere. They basically said that since the visit at night was overtime, they were not going to cover it (I never asked them to! I wanted them to stay out of it entirely). I told them that the plumber should not be charging anyone for his visit to come back that night, but ultimately I got no where. I tried to reason with the HSA and the plumbing company the best I can, but get nowhere, when a fee is charged there is no recourse. I was essentially told to pay the 123 or have my contract voided (as best I can tell - the remainder of my contract is approximately 135 dollars - so basically a wash). It just surprises me that a company that earns its money from people getting a warranty, that they would choose to side with vendors. They risk losing their customers to save face with their vendors.

Desired Settlement: Billing Adjustment

Business Response:

The HSA contract does not cover for cleanings. The customer stated the P trap had to be cleaned and this is not a service HSA offers coverage for. If the customer is not satisfied with the work performed by the service provider they can discuss that with the service provider since this is a non covered failure.

Having an HSA warranty does offer value and savings to our customers. The technician the customer is referring to in their complaint is a non-affiliated contractor. HSA has service agreements with service providers all over the country to provide faster service, streamlined replacement and repairs, and even more value to the warranty.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

The HSA says they do not cover cleanings (this is a new reason for denying the claim - the latest reason they said they denied it was because it was a scheduled repair for 10 hours later and was not approved by them - guess they found this reason to not be sufficient so they changed their stance, again). Cleaning in my definition would be vacuuming debris from the floor, not cleaning of a plumbing pipe where tools outside of a wet vac are required. The HSA also claims I can discuss it with the provider; however since the provider has already been paid by the HSA, they have no motive to discuss it (who in their right mind would and risk not being paid?). This was the reason their intervention was not warranted on the subject as I had tried to deal with the plumbing company directly previously.

The HSA contract does not cover for cleanings. The customer stated the P trap had to be cleaned and this is not a service HSA offers coverage for. If the customer is not satisfied with the work performed by the service provider they can discuss that with the service provider since this is a non covered failure.

Regards,

***** *********

 

Business Response: HSA is not offering coverage for the second service call.  HSA paid the vendor the charges the customer refused to because that is the agreement between HSA and it's affiliated vendors.  We consider this matter closed. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The matter is not closed because the HSA is now requesting payment from us. That is what is being brought before the BBB. The HSA has interceded on behalf of the plumbing company, so our dispute stands. In fact, I told a supervisor at the HSA I planned on letting this matter goto court, that supervisor said that was my choice. An additional supervisor had said that it is rare for the HSA to pay off a bill, so they are unsure why they did it in this case. By the HSA interceding, the HSA is making their stand that the charge is a good charge, and we object. 

When called in the morning, only the main sewer line was cleaned out (before he left, I specifically asked about the standing water in the basement drain and the plumber had said it was perfectly normal and was just due to the p-trap). Upon doing my own investigation, I found out that the basement drain was also clogged and would not drain out, which is why I called the plumber directly back, rather than going thru the HSA. The plumber did an incomplete job the first time visited. I would expect that if I called a plumber out for a clogged drain, when resolved all drains would function. This was not the case. I cannot fathom how the HSA figures the second visit was a justified bill.

Regards,

***** *********

 

Business Response:

HSA is going to reinstate the customers contract and they are not responsible to pay the $123 service charge. HSA will follow up with the service provider and discuss the situation with them, but the customer is not responsible for the $123. HSA apologizes for the many inconveniences this has caused the customer. 

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.]

Better Business Bureau:

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

Regards,

***** *********

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Late Saturday night around 1 am my furnace stop working. I called my service provider and he came to resolve the issue. The part could not be retrieved until Monday. So I decided to call the warranty company to see what they would be able to do. After conferencing in my services provider and having them explain the issue to the warranty service they decided to send their own HVAC Company out. Long story short the company the warranty service could not get the part until Wednesday while my service company was able to fix the issue Monday. So I decided to go with my HVAC Company instead of living in a 20 degree house. Now HSA does not want to reimburses the full amount because I did not go with their provider.

Desired Settlement: Refund the full amount for the service

Business Response:

Page 3 of the customers contract reads:

YOU MUST NOTIFY US PRIOR TO REPAIR OR REPLACEMENT

When service is needed due to an “Operational Failure”, including emergency situations, you are to telephone HSA at ###-###-####, twenty-four (24) hours per day, and seven (7) days per week. Your call may be recorded and/or monitored for quality assurance purposes. This telephone contact shall initiate the service process without the requirement of a claim form or service application. This notification includes the requirement that we have the opportunity to speak with the service contractor prior to the implementation of any repairs. Failure to do so may result in our denial of reimbursement for the expenses you incurred.

The customer was advised numerous times that working with his own service provider may result in pricing adjustments. The part might have taken a couple more days to get, but HSA could have provided the customer with space heaters and/or went down different avenues to be sure they were not without heat. The customer made the decision after knowing about the pricing adjustment, so HSA will not be reimbursing the full amount.

 

Consumer Response:

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

HSA, Did not give us the option to purchase to space heater and be reimbursed. That was brought to my attention after my compliant for a full reimbursement for HSA not being able to resolve the issue for 3 days. HSA had no regards for the danger they put my family, me and my house in. They wanted us to purchase to 40 dollar space heater to keep my family warm in a 20 degree house. We tried everything to work with HSA however there vendor were unable to completely the job in timely manner. In an emergency situation fixing replacing a part in 3 days is unacceptable when another company can do it in less than 24 hours.Regards, ****** **********

Business Response:

HSA apologizes for the delay around this claim and will be covering the amount charged by the customers service provider. HSA thanks the customer for letting us know their concerns and we hope this resolves their complaint. HSA strives to make every customer service experience a positive one and will use this as a learning opportunity to improve in the future. A check for $128.54 (the difference between the amount charged by the customers company and the amount already paid by HSA) will be in the mail today.

Thank you.

Consumer Response:

I have accepted the offer thank you very much.

****** **********

Better Business Bureau:

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

Regards,

****** **********

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a new home February 24, 2012. With this home purchase the buyer provided a home warranty with HSA. We officially moved into the home late August 2012. In October we had our boiler (37 years old) serviced and cleaned as recommended by our inspector. Three weeks later I did not feel the system was working properly and I called HSA to have a technician come out and check the system. The technician determined the boiler had carbon monoxide pouring out of the vents in the bottom at ~587 ppm. He shut it down for safety. HSA immediately called and said the system would not be covered because the system had not been maintained properly and the heat exchanger was 100% blocked. At this point, I asked HSA if we could proceed replacing the system ourselves as the cold was setting in and with young children we could not wait. They confirmed this was acceptable. In the meantime, we sent proof that we had it properly maintained after moving into the home. Then HSA claimed that obviously the previous owner had not maintained it and it was still not covered (it was 37 years old!). We asked if this was the case why did they warranty the system in the first place? We never got an answer. We replaced the system ourselves. The next day HSA called and asked if they could send a technician out to take pictures of the heat exchanger. I informed them we replaced the system the previous day. I quickly called the heating company to ask if they still had our boiler. Since it was the day before Thanksgiving it was not until two days later they informed me they did. I rushed over to take pictures. I immediately called HSA to let them know that I was able to get pictures and would they like me to email them? I also informed them that the pictures proved the heat exchanger was not blocked. I never got a response. A week later they called my husband and left a message to call them back. He got back to them when he could and was told there was no way we were going to get our money (a rebate of $1500) because nothing mechanically had broken and therefore it was not covered.

Desired Settlement: We would like our rebate. We did everything correctly to maintain this system as it came to us. HSA changed their story several times before coming up with a final verdict that we now have no way to dispute.

Business Response:


This claim has been reviewed by a ******* ********** and the denial does stand due to lack of maintenance. The company that originally went to the home to clean the unit advised the heat exchanger was partially blocked and recommended replacement because the block could not be cleared. The contract does not cover failures due to lack of maintenance, and the denial stands.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HSA Home Warranty Attn: ****** ******* & ******* ****** **** ****** ***** ***** ******, WI ***** RE: Contract Number: ** ********** Insured: ****** and Anna Schiermann Property: ** ********** ***** Claim Filed: 10/31/2012 Mr. ******* & Mr. ******: Please accept this letter in reference to a claim which was filed under my policy with HSA Home Warranty on 10/31/2012. HSA has determined by way of your coverage analysis that a denial was in order for my claim. I am disputing this denial to you directly as I cannot seem to get a detailed, proper response from your management staff regarding the rationale of the denial. Therefore, I am presenting allegations that my claim has been improperly denied and am requesting restitution. I will attempt to provide, by way of this letter a detailed synopsis of my experience thus far. On the morning of 10/24/2012 a plumbing drain pipe ruptured underneath our kitchen sink. I have included photos with this letter. The timing of the rupture was impeccable because our family was leaving for vacation at 5:00 AM on 10/25/2012. Given the urgency of replacing the pipe immediately, I was provided the name of a contractor who was available to come over the same day and repair the plumbing before we left in the morning. The contractor, **** ******* was able to repair and replace all of the plumbing components effectively and replace it with PVC. Because a portion of the rupture occurred by the wall, the contractor had to cut out the back of the cabinet and wall in order to access the plumbing. Fortunately, the rupture did not travel too far and he was able to mitigate the amount of cutting. I made sure to take photos of the pipe which had ruptured in order to provide documentation for the home warranty claim to show clear evidence that the pipe had ruptured. I provided this information, along with a copy of the invoice, which was paid in full, to HSA for consideration in evaluating my claim. The photographic evidence is clear that the pipe ruptured due to normal wear and tear during the coverage period. Please refer to a portion of the letter sent to me regarding our homeowner’s coverage on below: “HSA Home Warranty provides a guarantee that if covered appliances or mechanical systems fail due to normal wear and tear during the coverage period, those items will be repaired or replaced, subject to your deductible and any charges not covered by the warranty.” When I spoke with one of your claims associates after filing the claim, it was explained to me that since the repairs were authorized, that they would need to speak with the contractor who performed the work. Since I had that information readily available, I provided the associate with the information. At which point I was informed that the HSA associates do not make outbound telephone calls to contractors and that the contractor would need to call in himself in order to discuss the claim. This is certainly not the best customer service practice that I can think of, however it was not a big deal so I contacted the contractor and asked that he call in to provide his assessment. Apparently when the contractor called in, he explained that he thought that the pitch of the plumbing under the sink was not properly sloped away from pea trap into the wall in order to promote proper drainage. He told the associate that he thought that it could have been improperly installed. On 11/02/2012, I received a denial for my claim citing: “You recently reported a failure to your Drain Lines that did not qualify for coverage for the following reason: Failure Caused By Faulty Workmanship Or Improper Installation.” I called and spoke with another associate with your company attempting to gain clarification on your company’s position and I was further informed that the denial was being made based on the following policy language: COVERAGE 1. HSA will provide home protection coverage for authorized repair or replacement of “Component Parts” mentioned as covered in accordance with the terms and conditions of this contract that fail due to “Operational Failure”. HSA will cover “Loss” so long as the “Component Parts”: A. Are located within the “Interior” of the main foundation of the home or attached or detached garage (except for the exterior wellpump, septic system, condensing unit and pool/spa equipment); and B. Become inoperative due to normal wear and tear; and C. Are in “Proper Working Order” on the effective date of this contract; and D. Are properly installed throughout the term of this contract for proper diagnosis. The associate explained that because the contractor told them the plumbing was not properly installed, that it would not qualify for coverage under part A of the policy contact. After receiving this clarification, I called the contractor and informed him that I have: 1. Owned the house for three years and have not had an issue with the kitchen sink or the dishwashing draining which would indicate that there was an issue. 2. Had the home inspected by a professional, licensed inspector who did not find any “improper installation” issues with the plumbing under the sink, or any issues at all for that matter. 3. Researched the proper pitch of plumbing components and found that the proper pitch was only ¼” downward slope per 12”. The distance from the pea trap to the wall, which was the area of failure, was less than 12” long. 4. Researched that if the pitch was too far down, that there would have been clear evidence of build up and drainage issues, none of which were evident before the loss occurred. I inquired if there were any other likely scenarios that could have caused the slope to occur given the fact that there were not issues before hand and the plumbing was very old. He immediately pointed out that over the course of time, a pea trap can drop slightly due to normal wear and tear, which would lower the angle of the plumbing going into the wall. This drop of the pea trap would cause the water to build up and deteriorate the metal pipe by way of normal wear and tear. The contractor agreed to discuss this more likely scenario with the associates at HSA in order to provide a depiction of what occurred. After speaking with the contractor, I was contacted by an HSA associate who informed me that they do not allow contractors to “flip flop” their stories because it raises red flags and they will be continuing with their denial of coverage based on the initial statement of the contractor. I spoke with a *******, ***, who informed me that our call was being recorded and after I explained my position as the homeowner and that this plumbing issue was clearly not caused by FAULTY INSTALLATION before I purchased the house because there has never been an issue and the plumbing passed code by a certified inspector before I purchased the home. *** informed me that the contractor’s initial assessment was that it was not installed properly, so despite the fact that the contractor called in and explained what the more likely scenario was, we are going to stick with that story and deny coverage. I cannot accept the situation where a professional goes out of his way to say their initial assessment could have been wrong, and after logically thinking things through, the cause of a loss was due to a different reason and the insurance company completely disregards the statement. It seems evident to me that HSA is finding any way to DENY coverage, rather than reviewing the facts of the loss, the evidence and the policy conditions to provide benefit to the consumer. This is not fair as the consumer who purchased a product for warranty protection on their home. After multiple discussions with your team of associates explaining my position, I am forced to write the two of you and the Missouri Department of Insurance to review this case further. The evidence provided to HSA does not support that the denial of this case any longer given the reasons that I have cited above; therefore I am requesting a Good Faith Review of my claim by Sr. ********** with the assistance the ******** Department of Insurance. Please feel free to contact me directly at ###-###-####, or ************************* in order to discuss your findings further. Sincerely, *** ********** CC: ******** Department of Insurance

Desired Settlement: I would like for the claim to be covered.

Business Response:

This claim has been reviewed by a ******* ********** as well as the ***** ********** ******* and the denial stands.  The customer was sent the emial below on November 14th regarding the denial. 

Dear **. and Mrs. **********,

This letter is in reference to the request for a summary on the plumbing claim reported on the above address, tracking number ***********.

On 10/31/12, a web claim was filed to Home Security of America, Inc. (HSA) regarding a leaking drain line. You, the customer, had already had service completed by your own contractor, ******** **********/******* ******** prior to this notification.

On 11/2/12, it was reported to HSA, by ******** **********, that the drain line leak was a by-product of the drain line being improper installed. The drain was improperly sloped upward not allowing it to drain properly and hold water. The pipe holding water in turn caused it to rot out. Per industry standards the proper slope is needed to have proper drainage.

HSA was not able to offer any assistance on coverage as the failure was a by-product of improper workmanship. After the denial was advised ******** ********* changed what they originally reported to HSA, now stating failure was with the drain tile over time having moved downhill resulting in the standing water.

HSA still cannot offer assistance for these reasons:
• Drain tiles are a non-covered component and any secondary damage as a result of that component.
• Due to the nature that the diagnosis changed HSA would have requested a second opinion. Since work was completed prior to HSA being notified of the failure and prior to any approval we were not able to seek a second opinion. Failure to notify HSA prior to repair or replacement and allowing HSA the opportunity to speak with any service contractor prior to the implementation of any repairs may result in our denial of reimbursement for the expense you incurred.

In a final review of your claim HSA would not be able to offer any assistance. If you have further questions please let me know. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/8/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern, My name is **** and I purchased a condo this last October in *******. Prior to the purchase of my property I have been advised by my real estate agent to acquire a warranty on the property. The company is Home Security of America, INC or "HSA" I have placed some thoughts about it, read the terms and conditions, looked at the BBB rating which is an A+ for this company so I went ahead and purchased a warranty for a full year and paid them upfront for the full amount. My trains of thoughts were; I trust BBB and a warranty is great for an 800 sq ft condo. Please note that the exterior of the condominium is covered by the HOA so any outside plumbing issues, leaks damage from the outside neither I, nor the warranty company will be responsible to repair. With that in mind I felt confident that at least if anything happens inside my condo, the warranty company would repair, without agony, since the property has limited things that could break. I moved into my condo shortly after closing. Two or Three weeks later, the AC unit started making a very loud noise. It woke us all up along with our newborn. Immediately the next day I filed a claim with HSA explaining the situation. They assigned a technician to come by and inspect the unit to figure out what the problem is. Almost a week later, they could not provide me with an affiliated technician so I was authorized to find my own. I made a few phone calls and setup an appointment with a local technician. He inspected the AC unit and called HSA and explained the situation. A few days later, I called to inquire on the outcome, a representative shared that the claim status is still pending supervisor approval since the amount is too expensive to repair! The following day I get a phone call from an HSA representative saying that my claim was declined. I asked why, she said that the technician advised them that it was a continuing issue and that it did not happen immediately. I explained that the unit was fine for more than two weeks until it suddenly, in the middle of the night, started making a very loud noise. I hung up and called the technician to ask and see if what HSA said is true, he did not agree. He assured me that the problem happened then and there and that it needed immediate attention. He also said that they were lying and avoiding the repair. "It is always the same case with home warranties" he said .He then shared with me that he had all the conversations with HSA recorded "which I have access to" I then called back and spoke to a supervisor who stalled the situation more and more without any results. I asked them to send me an email stating that the technician said what hey claim he said but instead the sent me this letter: "Contract Number ********** Dear Mr. *****, *** ********** came out for an air conditioning claim at the above address. The technician did a leak search using dye and found the system has as a small leak: approximately 40% low of Freon. He also found that the evaporator coil has a restriction that caused a rattling noise. The technician stated the leak is where the restriction is. The technician found the evaporator coil has a lot of debris and there is not a filter on the system. If you have any further questions please feel free to call HSA at ###-###-#### to speak with a claims adjuster. Sincerely, ***** ******** Home Security of America Service Support Specialist 1 ###-###-####" According to this statement alone I should be covered and this proves that their decision is a dishonesty calculated for their advantage. I hope BBB will help me resolve my issue for it has caused a lot of stress for myself and my family lately.

Desired Settlement: I expect this warranty company to repair the AC unit just as much as I expect my insurance company to repair my car in case of an accident. I am asking for the BBB assistance in this matter because this is not asking for too much its just asking for what is right.

Business Response:

The claim is denied because the technician advised HSA the leak had been occurring for about a year, prior to the inception date of the contract. The contract states (on page 2, section A):

D. Are in “Proper Working Order” on the effective date of this contract.

D.1. HSA may provide coverage for unknown defects if the defect or malfunction would not have been detectable through visual inspection and/or simple mechanical test and/or safety test performed by a qualified professional. For example: a simple test would be a visual inspection of a heat exchanger for cracks or a carbon-monoxide test.

HSA is maintaining the denial because the until was 40% low on freon. A simple mechanical test should have detected the unit was not cooling properly if it was 40% low on freon. If the customer had a home inspection done, they can send it in for review. HSA apologizes for the inconvenience this has caused the customer, but the denial stands.

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

First off, I pesonally spoke to the technician who continously denies stating that the leak had happened for over a year. The unit was perfectly fine, then suddenly it became noisy. To strenghen my statement, I have called and asked an HSA agent for an email confirming what the technician has said. The email states that there is indeed a leak but no where it states for how long or when it had occured.

November 15, 2012

 

**** *****

*** * ********* ** *** **** ****

*******, ** *****

 

Contract Number **********

 

Dear Mr. *****,

 

*** ********** came out for an air conditioning claim at the above address.  The technician did a leak search using dye and found the system has as a small leak: approximately 40% low of Freon. He also found that the evaporator coil has a restriction that caused a rattling noise. The technician stated the leak is where the restriction is. The technician found the evaporator coil has a lot of debris and there is not a filter on the system.

 

If you have any further questions please feel free to call HSA at ###-###-#### to speak with a claims adjuster.

 

Sincerely,

 

 

 

***** ********

Home Security of America

Service Support Specialist 1

###-###-####

The technician has the recorded conversations between himself and HSA . I find their denial to be Bogus and highly in their favor.

Furthermore,I am determined with the help of  BBB to have a rightful decision, I will also send an email to the CEO of the company Mr. ****** and CC all the exectutives as well. Maybe the Exectutives who thrive on customer service will have a change of mind 

Regards,

**** *****

 

Business Response:

First off, HSA apologizes for the delay in responding the the BBB.  With the weather conditions Wisconsin has faced the past few days HSA has not been fully operational. 

The technician reported to HSA that in his professional opinion this system was not in proper working order, as it had a refrigerant leak. He indicated that this is a high rise building and the refrigerant line for this system is 150 feet compared to most units that typically have 30-50 feet. He indicated that the system was 40% low on refrigerant and with a slower leak does not feel this could have lost this amount in the 17 days of coverage. A simple mechanical test could have been done to detect the leak existence making the failure detectable. If the customer took precautions to protect themselves and had the unit tested prior to their purchase of the home we can review that documentation to see if coverage can be considered and the claim overturned. The customer has not followed any steps for that review process. Until that time no further review can be done on this claim and the denial would stand as is as it was not in proper working order with in the specs of the manufacture at the time the contract policy started.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/30/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: HSA is refusing to pay to replace my furnace at the cost of the service provider they authorized to do the work. They are not available for calls, and my husband and I have been without heat for a week at this point (still not resolved) because they are arguing with the service provider and refusing to pay the bill.

Desired Settlement: I want them to agree to pay the price of the service provider so that we can get the furnance installed before our pipes freeze and we suffer significant damage to our home and property.

Business Response:

First of all, HSA apologizes for the amount of time it took to respond to the BBB. With the weather ********* has faced the past few days, we have not been fully operational.

HSA apologizes for the delay in getting this claim completed for the customer. A Service Support Specialist spoke with the customer on 12/17 and advised HSA would be paying the full amount less the non covered charges. Again, HSA apologizes for the delay and will take this experience to ensure better customer service in the future.

Thank you and happy holidays.

First of all, HSA apologizes for the amount of time it took to respond to the BBB. With the weather ********* has faced the past few days, we have not been fully operational.

HSA apologizes for the delay in getting this claim completed for the customer. A Service Support Specialist spoke with the customer on 12/17 and advised HSA would be paying the full amount less the non covered charges. Again, HSA apologizes for the delay and will take this experience to ensure better customer service in the future.

Thank you and happy holidays.

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me ONLY because they finally did the right thing and paid for the heater.  However, NO ONE should have to go through what I did to make a company do something as simple as hold up their own contract.  After over a week of arguing (in below freezing temperatures) they did agree to pay what they had promised, but this was only after my arguing with 3 different ******** on 3 separate occasions,  and telling them I had already complained to the BBB, the local news, and that my next call was to an attorney.   You should not have to threaten legal action to simply get what you pay for.   I am satisfied with HSA only in the respect that they did finally pay to install the heater.  I do not, however, accept their apology, as it is almost certainly only for the benefit of the BBB.  They care about their reputation only, not their customers.

Regards,

******** *******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/23/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: As excited homebuyers, we took piece of mind that we could move into our new home and have the protection of a home warranty. Two weeks after we moved into our home, we had a plumbing issue which manifested itself in our downstairs bathroom. After getting everything under control, it was natural to reach out to our home warranty carrier for next steps. We contacted HSA and they indicated that they could have a plumber come out to look at the issue, but that if it was not covered we would be responsible for paying for the services if the issue ultimately ended up not being covered by the policy. We needed to have this issue checked out to prevent further damage, so we advised them to send a plumber out to check out the problem. They were not able to reach their plumber, but indicated that the plumber would contact us when they checked their emergency line but authorized us to use an alternate plumber to come out to check out the problem in the meantime (it has still been 4 days and their plumber that they said would call us has not called). The next morning **** ****** came out to snake the line and identified that there was in issue in the line somewhere between the house and that they would have to come out the next day to excavate in order to fix the problem. Before we proceeded with any repairs we had the plumber discuss his findings with the representative (as requested by HAS) and basically looked for every avenue out of paying for the charges. The plumber (who was very nice, explained everything to us) stated how incredibly rude the representative was on the line. Naturally, we received a denial letter that same night with no verbal explanation (but this is not a customer service company so why should we expect a courtesy call to explain the denial). The next day the **** ****** plumbers returned to rectify the problem, again extremely courteous and making sure that we understood everything in the (if you couldn’t tell, they will get a very positive review with BBB from this household). They found that there was an improper installation of a cleanout line (wasn't properly glued and installed) which lead to root growth in the pipe. HSA can save their breath the response when they say that this is not covered because every representative that we spoke too waived root growth in our face like a victory flag. So here we are two weeks with our new house, $1500 in repair charges under the belt, a home warranty company who is fine printing us to death (which we never saw a copy of in advance of paying them for the coverage). What's the next most logical step, take our lumps, and just cancel what is remaining on the warranty to get our money back to help supplement the repairs since this is obviously a company that is not worth dealing with when it comes to breakdowns that a new homeowner would expect to be covered by the policy. So just when you think we've hit rock bottom in this encounter with HSA, the supervisor that we tried to cancel the warranty with tells us that we are not able to cancel our warranty and get a refund from the company. Clearly this is a joke, but I’m here to tell you that it is not. He indicates that we can write a letter to dispute this, but that there is no way that he will allow us to cancel. To further exacerbate the situation, he stated that the sewer line was full of toilet paper and feminine products, which is incredible to me since that was not the issue noted by the plumber (and the fact that we only lived in the house for 1 week as we were out of town for the Thanksgiving holiday). Then when we asked for his name, the response was *** *, as he refused to give us his last name. He gave us his employee number which is ****. Honestly, I could not be more frustrated and have never levied a BBB complaint. Avoid doing business with this company at all costs, save the money and put it towards the cost of your first home breakdown. After all these things are inevitable, but don’t count on this company to be there in your time of need.

Desired Settlement: Ultimately, I'd like to see the repairs paid for, but I'm a realist so just want to know why on earth we are not able to cancel our warranty and be refunded for this substandard product.

Business Response:

On page two, section A. the contract states:

A. Are located within the “Interior” of the main foundation of the home or attached or detached garage (except for the exterior well

pump, septic system, condensing unit and pool/spa equipment);

This contract language is not fine print, but one of the first things the customer sees when reviewing their contract.

The calls were pulled and reviewed.  The technician advised the HSA service associate right away, "He did not have time for any BS."  The service associate was trying to get the nessecary questions anwered to give the customers an answer on their claim.  If HSA is not able to get the diagnosis of the failure from the technician we are not able to make a claim decision.  The service associate and technician spoke for 49 seconds and he could only say the main line was backed up but could not tell why.  To remedy the problem the technician had to dig up and replace the pipe.  The contract language above indicates HSA offers coverage items located within the interior of the home.  HSA is not trying to 'look for every avenue out of paying' but simply following the terms of our contract.   

HSA also has a webiste the customer could have viewed a sample contract before deciding if they wanted to purchase the warranty.  Customers or potential customers are also more than welcome to call and ask any questions they may have regarding the contract. 

The contract is non-cancellable and those terms are also define in the customers contract.  Contracts are agreed upon between both parties for one year. 

HSA is maintaining the denial. 

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Thank you for the response.  I still have yet to see any part of the executed contract except for the excerpt placed in this response from HSA.  HSA references a 'Sample Contract', but the actual contract could differ from any marketing material containing a 'Sample Contract'.

 

In an attempt to view the 'Sample Contract', I was only able to view sales material containing a grid of items covered (notably missing was a comparable grid of exclusions to each item in the grid).  I used the following drill path, click 'Sample Contract', enter Zip Code (*****), click 'here', click state (**), and at this point I was routed to a very basic grid of coverages rather than a 'Sample Contract' which would outline exculsions referenced in the HSA response.  This grid indicates several areas which could mislead customers as to what may be covered by a policy purchased through HSA:

 

1) "Failures due to lack of maintenance" - One could assume that since the drain lines were not appopriately maintained that if issues arose due to a lack of maintenance that coverage would be in force.

2) "Plumbing parts & prmimary sump pump" - One could assume that since the piping failed that the repairs would be covered by the contract.

3) "Faucets & routing of drain line stoppages" - One could assume that the drain line stoppage was covered and that repairs would be coverd by the contract.

 

I reject the assertation that this 'sample contract' provides prospective buyers with any information of value when deciding if they want to purchase the warranty.  If anything, it is deceiving to the customer in that it does not provide a list of exclusions to the contract.

 

 

Regards,

**** *********

 

Business Response:

On 11/20/2012 a copy of the contract was mailed to the customers property address. Another copy has been sent to be sure they have a copy.

On the website where the customer is referring to (right above the grid on the same page) there is a section that says, "View Brochure" - this is the sample contract. Yes it is a sample contract so potential customers can have to opportunity to review the basic concepts of the contract. On the brochure, page 4, section A states, "Are located within the 'interior' of the main foundation of the home or attached or detached garage (except for the exterior well pump, septic system, condensing unit and pool/spa equipment). " This is the same exact language located on the customers contract.

The technician used a camera and a 120 feet of snake to discover tree roots were obstructing the main line. He had to dig up the section of the pipe and replace it. This is clearly located outside the main foundation of the home. The denial stands and HSA considers this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/18/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Five years ago when I purchased my home a warranty came along with the home. After the warranty expired a year later I decided to continue with the warranty. This year, 2012, I had made a claim concerning my washer and dryer. The first problem I ran into was the fact that HSA continued my warranty without properly notifying me that coverage had went up and changed. When I initially attempted to make the claim they told me that my warranty didn't cover these items when in the past they had. I was furious and contacted a ********** who apologized and corrected the problem informing me that she would include this coverage . I was satisfied and proceeded with my claim. They sent someone from *** services out to fix my washer and dryer and they very same day the gentleman fixed these items, they broke down less than 2hrs. after. So, in the morning I again had to contact HSA and inform them of the situation. *** came out the next day and repaired the items to my satisfaction. The economy has been hard on everyone and I myself am no exception. I decided after this last claim that I would end my home warranty as we could really use the extra money in our home. I took the time to review the contract with HSA to make sure I covered all my bases. On page 7, in section H bullet point "A" it clearly states that the HSA home warranty contract is unable to be cancelled unless contract fees are not paid. Further on in section H, it states that HSA may cancel the contract if monthly contract fees are not paid within 10 days of their scheduled due date. As I read this after my decision to discontinue my contract with HSA, I felt there was no need to contact them further dealing with this particular contract because as stated coverage would cease when I didn't send in my payment for the next month. This was back in January of 2012. At this point, I figured we were finished. Unfortunately, about a week ago I received a letter from a Ms. ******** ****** stating that if I didn't pay HSA $326.00 that my credit would be affected and I would be put into collections. Needless to say I was furious! I contacted Ms. ****** who was less than kind. She condescendingly notified me that she had no idea where I get my information from but I was responsible for this amount. She even proceeded to tell me that typically she could let something like this go but she stated that they've paid out way too much on this particular contract. I retorted with the fact that I have made one claim on my washer and one on my dryer in 2012, both at the same time no less, this is all. I then asked her to tell me how much they've had to pay on my contract and she proceeds with a long pause and tells me according to her records, they've paid about $134.00 in total. I can't express how angry I was when she told me this. She made it seem as if they've paid thousands. My payment on my contract that I held with them was $63.00 a month and anytime you make a claim it costs the consumer a $75.00 deductible. I genuinely had to ask myself if this woman was insulting my intelligence. That means HSA paid out of their pockets $134.00 and I paid out of my pocket $138.00 and HSA and Ms. ******** ****** want to pursue collecting $326.00 from me because of their excessive pay out on my contract?! Nothing could be further from ridiculous than that particular statement. Not to mention the misrepresentation of facts in their contract if Ms. ******' statement wasn't ridiculous enough.

Desired Settlement: All I want from HSA is for them to stop contacting me telling me that I am responsible for this absurd bill. I want a billing adjustment that states that I owe them $0.00 and I want a clean break from this business. To continue a contract when in your contract you specifically state that coverage will end upon non payment falls into the category of shady business practices. To me it is a slick way to trap the consumer and demand payment from them. But I am sure they generate plenty of excessive revenue doing business this way.

Business Response:

On August 22, 2012 HSA send a letter to the customers property address advising of auto-renewal which also contained the price of the new contract and the payment amount. When the customer called regarding the washer and dryer claim, they indicated they wanted to keep the warranty and proceeded to file 4 claims.

The section of the contract the customer is referring to (section H) states the contract is cancelable, which means it MAY be cancelled. The customer never informed HSA they wanted to cancel the contract therefore received a full year of coverage. The amount of $326.00 is still the amount due by the customer.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/15/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have a home warranty contract with them on heat/AC with $75 deductible. My heat system failed on 11/17/2012 and they sent a technician to serve the system 11/19/2012, and we paid the $75 deductible. On 11/24/2012 the exact same problem occurred again, and today (11/26/2012) they sent the same tech to fix it. However when he arrived he could not find any problem, and the heat system turned back on. I am not sure how this happened but I don't think I should pay another $75 (as the deductible). It should at least be covered under their part/labour warranty for their service. And I am quite sure there is a potential failure the tech couldn't detect for now, which may occur to us again in the future, just as what happened in the past weekend. But they forced us to pay $75 cash, which is really unfair.

Desired Settlement: refund the $75 for their tech's second visit

Business Response:

HSA has been trying to speak with the service company to obtain pricing, but has been unsuccessful. Does the customer have an invoice from the most recent visit they could send to HSA? If they could fax it to ###-###-#### Attention ******* *. I will review it. They could also email it too *************************** with attention ******* ** in the subject line. HSA apologizes for the delay, but have not been able to speak with the service company regarding pricing after many attempts to do so.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/12/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Called HSA on Wednesday November 28, 2012 at approximately 5:15pm EST to report no heat. They acknowledged that I was eligible for emergency service and the company proceeded to find me a contractor. They tried several contractors and none was available to come out that evening. They provided me a name and number of a contractor and told me he would call in 30 minutes. No response so I called contractor again. He finally answered my call and said that he could not come out until the next day. I called HSA again and said that I was eligible for emergency service so what should I do next. They gave me another name and number and I called the contractor. He said he could not come out until the next day and would call me by 9AM to schedule an appointment.. I just gave upo at this point. Thursday morning and it is now 51 degrees in my home. I awaited the call from the contractor which did not happen. I called HSA at 9:30AM and told them of my problem. They called another contractor who agreed to come out between 10:30 to 2:30 pm. I asked to speak to a supervisor to get the $75.00 deductible waived because I did not receive the emergency service from their contractors. They refused to refund my deductible. I am very disatisfied with their customer service and lack of compassion.

Desired Settlement: Refund my $75.00 deductible

Business Response: This claim has been reviewed by, and the customer spoke with a Service Supervisor.  HSA will not be refunding the deductible.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

The company refuses to refund my deductible based upon my original complaint.  I was not told by the customer representative that I had to call back for a third time to get more names and numbers to call and find a contractor who would come out to my home and fix my heat on an emergency basis.  It is not my job to find contractors who would respond to my heating emergency.  That is what I paid over $500.00 in premium to HSA to have that service provided to me.  It was HSA who said that I qualified for emergency service but they did not find a contractor to provide that service.  I was the one who had to locate a contractor for which I was unsuccessful.  As a result, I requested that for my troubles and the fact that I DID NOT GET emergency service, HSA refund my deductible.  Since they refuse, I will not close the claim

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* *****

 

Business Response:

The customer advised the Service Supervisor the service provider did contact them that night to say they could not get out that night, but could in the morning. The customer never advised HSA they were not able to get out that night. If the customer had let HSA know, we could have attempted other ways of getting the customer service. HSA apologizes regarding the number of times the customer called HSA but assures we make every attempt to get the customer service as quickly as possible. Sometimes HSA's affiliated service providers are booked up for the night and unable to take an additional call with is why HSA offers choice.  HSA will not be refunding the deductible.   

HSA did replace the customers furnace. The customer opted to take a cash out, but HSA did pay a cash out amount what a new furnace would have cost.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


I am in receipt of the business response. While they did cash out for a new furnace it was only a small portion of the cost to replace the heater. 


I amstill not satisfied with the business response and I want the complaint to be unresolved 

Regards,

******* *****

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/1/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: called to inquire, possibly file claim due to electrical units in each room, gave me a REALLY hard time, ? about inspection, were these previously working? Had home inspection done, trusted everyone involed in the home buying process to be honest. Now seller purchased warranty and I can not file a claim to have all of these replaced. Was told there would all have to be separate claims, $75 for each one, I was given such a hard arguementative time I hung up. Tried to report on line but you have to agree to any additional charges for the repairs to be made? Not sure what that is all about that but I think they want is more money. This policy doesn't pay anything obviously and they should refund me the $500 it was to purchase this worthless piece of paper. refund or repair

Business Response:

I am unable to pull the call since I'm not sure which agent handled the call. That being said, the associate was more than likely just trying to advise the customer of all possibilities regarding the claim since the contract began on 8/20. The contract clearly defines what is and isn't covered under the warranty. The failure must occur during the contract period, which is why the associate might have advised the customer of the pre-existing language. HSA apologizes for the confusion, but the associate was probably trying to be helpful and explain possible claim scenarios but the explanation got confusing. I would advise the customer to call and file a claim so a technician can properly diagnose the failure.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/1/2012 Guarantee/Warranty Issues
11/28/2012 Guarantee/Warranty Issues | Complaint Details Unavailable
11/27/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: A home appliance covered by a home warranty failed, and cannot be repaired due to unavailability of parts. HSA's customer service reps indicated that the problem would not be covered at all, citing exclusions in the warranty contract. Specifically, the contract excludes coverage for "failures to the door... hinges... that are part of the appliance but do not affect the primary function of the appliance." The plastic frame of the door of the built-in microwave broke in such a way as to detach the lower end of the handle, making it nearly impossible to open the microwave. Obviously this affects the primary function of the appliance, as it is now nearly useless and soon will be fully useless as the door is not structurally sound and the top of the handle will inevitably break completely free, at which point it will be impossible to open the microwave door without a pry bar of some sort, the use of which would in turn damage the case of the appliance and render it unsafe. If it is HSA's policy to never cover repairs to appliance doors or hinges regardless of whether the appliance's function is affected, then I believe the contract language is misleading.

Desired Settlement: Based on my research, a replacement microwave (which I am qualified and willing to install myself) will cost $270. The warranty carries a $75 deductible, so I believe HSA owes me $195.

Business Response:

HSA apologizes for the confusion around this claim. The denial stands based on the contract language located on page 4 that states: ' NOT COVERED: ice maker/crusher and beverage dispensers; drain, condensate line clearing, any failures to the door other than appliance controls located within the door;" This language excludes door failures other than the controls located within the door.

 

 

 

 

 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

As noted in my original complaint, the same contract sentence referenced by HSA contains the caveat "...that...do not affect the primary function of the appliance."  If that exception applies to neither doors nor handles then the language should be far clearer.  Furthermore, the same section begins with the words: "Covered: all "component parts" that affect the primary function of the appliance.  I do not see how HSA can possibly argue that a microwave door is not a "component", or that its integrity is not critical to the functioning of the appliance.

Regards,

*** ******

 

 

Business Response: The failure does not qualify for coverage. Yes, the contract language does state that 'component parts' that affect the primary function of the appliance qualify for coverage, but the door is specifically excluded from coverage. HSA apologizes for the confusion around this claim but the denial stands. 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not believe HSA's position is legitimate and I do not accept it.  HSA's response clearly acknowledges that the contract language contradicts itself.  To interpret such vagueness against the interests of the consumer seems, to me, to be unethical.  My complaint stands unresolved.  If it's HSA's preference that it remain that way forever, I can do little about it.

Regards,

*** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted HSA when my sewer pump was not working properly, I told them I thought i had a bad float, they sent a company to look at my pump, and I paid the $75.00 deductible. That company said it was a wiring issue and that they couldn't fix the problem. HSA sent out an electrician to look at the pump, after 5 minutes they determined the wiring was ok, and tried to collect another $75.00 deductible for the same issue!! At that point we contacted HSA where one person told us we had to pay a deductible for every company that was sent to our house, and another person told us we only had to pay one deductible! Finally the third company came out to look at my pump and confirmed that I had a bad float (what I told them to begin with) that needed replaced. The technician spent 45 minutes on the phone with HSA to tell them what was needed to fix the problem, they told him the float (that controls when the pump turns on and off) was not part of the pump so they did not cover it. At this point we wrote a letter of complaint to HSA explaining to the all the trouble we had and that we expected them to cover this. They called a few days later after reviewing the information and decided to cover 50% of the repair. We faxed them the repair bill for $347.50, and received a check for $164.00, not even 50%. The terrible service we received from HSA is unacceptable, especially when I told them the problem to begin with. They have been next to impossible to work with and I would not recommend them to anyone considering a home warranty. After all this I received a bill from the electrician that came out for $75.00, for the deductible!!!!!

Desired Settlement: I would like HSA to reimburse me for the entire cost of the repair to my pump. The time I spent away from work trying to resolve this, and the aggravation of the whole process are something that I can not tolerate, and definitely do not appreciate.

Business Response: The situation surrounding the diagnosing of the issue at the home does not qualify the repair for coverage. It is still listed as noncovered and HSA is compensating for 50% of the repair as well as payment for original deductible and electrical diagnosis. HSA is under no obligation to fully satisfy the cost of repair per contract coverages.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Furnace is Not Working. I am in *********, it is cold here. Have 89 year old mother living here. Home Owner Warranty Insurance Company is not living up to there contract. Furnace Repair Person reccommends replacement of furnace based on examination and facts in finding. Have called and spoken to 4 different people in the company (Home Security of America, Inc.; ******** ** ****** ************) am still waiting 2nd day with no satisfaction. Incident reported 2:30 pm 11/5/12, today is 11/6/12 12:15 pm. The furnace is covered under the policy, they are delaying assistance, it is winter, my heat is OUT.

Desired Settlement: Stand behind the policy, I have paid $500 per year for 10 years on this policy with no claims! I am asking for your help. Replacement of furnace is Required immediately.

Business Response:

HSA apologizes for the delay on this claim and appreciates the customers continued business over the years.

HSA did not move to replacement for the heating system because parts are available and it could be repaired. The unit is 15 years old, and with the repairs it could continue to run properly for years to come. On page 3 of the contract (number 2) this is explained. The customer should not have paid another deductible for HSA requesting a second opinion. HSA will have a check in the mail today to refund the second $75 deductible. HSA apologizes for the inconvenience this has caused the customer.

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Today is Tuesday, 11/13/2012.  My furnace went OUT TWO (2) days ago!!!!!!   NOT RUNNING AT ALL !!!  I HAVE CALLED YOUR REPAIR/REPLACEMENT

COMPANY AND THEY ARE COMING OUT TO REPLACE UNIT!   BECAUSE YOU STALLED ME AND REFUSED TO HONOR YOUR CONTRACT; MY 89 YEAR OLD MOTHER

AND I HAVE NOT HAD HEAT IN TWO (2) DAYS IN 27 degree WEATHER.  WE HAVE THE FIREPLACE GOING ALL DAY AND NIGHT AND A SPACE HEATER.  THIS SHOULD

HAVE BEEN TAKEN CARE OF ON THE DAY OF THE ORIGINAL COMPLAINT; ONE WEEK AGO.  THE REPAIR COMPANY RECOMMENDED REPLACEMENT AND THEY HAD ONE

IN STOCK THEN.  I AM SENDING THIS ALL OVER TO THE ATTORNEY.  I EXPECT THE FTC and WI Consumer Protection, AND the BBB to take further action until I am

satisfied with the outcome.  I EXPECT HSA TO PAY ALL FEES AND EXPENSES INVOLVED HERE including restitution for all time spent, full replacement, and all of the

fire wood we are burning to stay warm.   This is APPALLING!!!  


 **** *********

 

 

Business Response: On Wednesday, November 7th the customer called HSA and advised he wanted to take a cash out and have Jackson Heating do a full furnace replacement. At this point the customer would work with Jackson to schedule an appointment and have the work done. HSA is simply waiting for a paid receipt from the customer.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/23/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My family purchased a home in September 2012. We decided to get a home warranty from HSA because, per their website, "The home warranty provides valuable coverage to the mechanical systems and many of the appliances in your home. The home warranty is a service contract that will pay for the repairs or replacements of covered items in your home that fail due to normal wear and tear". Prior to purchasing our home a home inspection was done. The inspector could not detect any visible defects on the covered items. In October we had an HVAC company out to inspect the furnace. We were advised that there is a small crack in the heat exchange unit that was only detectable by a hydroscan test. I filed a claim with HSA and they sent out a representative to validate the claim. The HSA representative confirmed that the heat exchange unit would need to be replaced. The next day next day I was contacted by HSA and advised that my claim was denied due to pre-existing conditions. The HSA covers my contract under E. 5. of the terms and conditions. Under the "Limitations of Liablility" clause coverage it states, "if, on the Buyer's effective date of this contract, the defect of malfunction of the covered "Component Parts" would not have been detectable by either visual inspection and/or simple mechanical test and/or safety test performed by a qualified professional, the defect or malfunction may be qualified for coverage". Since the malfunction was not detectable by a visual inspection, it should qualify for coverage under the HSA warranty. For HSA to deny coverage due to pre-existing conditions is not acceptable. Their coverage only lasts for a year. Any appliance that malfunctions could be denied coverage under the "pre-existing conditions" claim because all appliances and other covered items would have pre-existing conditions. I understand that my HSA warranty was purchased only weeks before a malfunction had occurred, but it was purchased due to the claims made by HSA on their website. I feel that they are not representing their part of the contract.

Desired Settlement: A replacement for the heat exchange unit or comparable payout.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/19/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This company original ignored and now is delaying my claim that the furnace is "bad" in a home that purchased in May 2012. I had a licenses gas furnace technician to the home on Sunday Nov 4 that formally documented that the heat exchanger is cracked, their are "flame roll-outs" and the secondary exchange is clogged.This is fire hazard and is leaking CO in my home with my 3 children. Now 3 days later, they want a seconardary opinion, want me to take time off work and this is SAFEFY - FIRE HAZARD - EXPLOSIVE HAZARD and HEALTH HAZARD to me and my family.This is simply unacceptable and I certainly don't want anyone to experience what me and my family are experiencing!

Desired Settlement: WE NEED A NEW FURANCE!

Business Response:

HSA is replacing the furnace. An Authorization Associate spoke with the customer this morning and the customer is deciding if they would like to have HSA provide the equipment or take a cash out. As soon as we hear back from the customer we will keep the claim moving. HSA apologizes for the inconvenience and delay this caused the customer and hopes this resolves the complaint. 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/19/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a home warranty through HSA on the new home i purchased. We had an electrical issue, a plumbing issue and now a hot water heater issue. All three items should be covered by the contract, but I keep being told by HSA that they do not have any authorized service personnel in our area. I am supposed o call a contractor out of the phone book and when they diagnose the problem, they are supposed to call HSA (and sit on hold) to discuss the terms. When we had the first issue, I did this and got one person to come out and when I told him that he had to call to get approval he left. I then called everyone within a 40 mile radius and couldn't get anyone to come out. I went through his same issue with the toilet plumbing. I am now out more money than the original contract because I can't find a contractor who will work with this stipulation of having to call in to HSA. How can they sell a service in an area they can't get coverage for? Basically this is a scam

Desired Settlement: provide a reputable contractor and make the repairs per the contract

Business Response:

HSA had a vendor manager contact the customer regarding their previous claims to help move things along. HSA did not receive any information after the vendor manager reached out to the customer at the beginning of April. The vendor manager will be revisiting the customers claims to get the homeowner the satisfaction they deserve under their policy. Any repairs previously done will be reviewed for coverage and compensation. For outstanding failures that still need attention, the vendor manager will find a technician to come to the customers home and HSA will work with the technician to obtain the diagnosis. HSA apologizes for the delays for these claims and is working to resolve this issue. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/17/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a 1 year home warranty with "5 star upgrade" in Feb-2012, and later in Oct-2012 I submitted a request for a service call on my furnace. The provider they chose recommended furnace replacement. However, their claims department indicated it was not covered under the warranty.
warranty details: purchased 2/3/12 for $519 and paid in 12 monthly payments of $44 over term; coverage period 2/18/12 to 2/17/13; contract no. ************; furnace service call request submitted online 10/11/12 as claim no.
***************; coverage denial received 10/15/12.
I believe their warranty program is deceptive and fraudulent. It most certainly does NOT provide the peace of mind, and hassle free service and repair, as communicated by their sales team. I was paying a $44 monthly insurance premium, wrongly thinking that if / when I had an issue, a simple phone call and $100 deductible would resolve it. In fact, nothing could be further from the truth. Basically, I was duped and scammed into paying the $44 each month, and when my furnace went out I had no protection, and the hassle of finding and managing a service provider to resolve the problem
was my responsibility!
Again, to summarize I believe their warranty program is deceptive and fraudulent, and I am extremely frustrated that I was making monthly insurance premium payments when in fact the loop holes in their "warranty program" are so large I effectively had no protection or coverage!
* * Please note, the ** address is the location of the covered property. I recently moved to ** and put a renter in the home 1/1/12 (hence my interest in finding a no hassle solution to maintain the property). My ** mailing address is:
***** ** *** ******, **********, *******. * *

Desired Settlement: I would like HSA to honor the warranty and cover the cost of resolving my furnace problem, be it repair or replacement.
Their service provider (******** ******* * ***), after reporting it as an uncovered replacement, has not returned my calls. As a result, I intend to call the company that installed the furnace in 12 years ago when the home was built (******* ******* * ***) and work with them to get the furnace operational again, be it repair or replacement; obviously, given that it is October in **, this needs immediate attention.

Business Response:

A ******* ********** and HSA ********* Representative are currently working with the customer towards a resolution.  HSA apologizes for the delay. 

 

Thank you. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******1, and have determined that this does not resolve my complaint.  Their message response merely indicated that they are working on the issue with me, which is true; however, the message response did not include a specific offer to resolve it.

Regards,

****** **** *********

 

Consumer Response:

Better Business Bureau:

It is my under standing that ***** ******* has agreed to cover the cost of the blower repair ($333) using marketing funds, and that the thermostat repair is being covered by the Claims department ($264). I have submitted the invoice to ***** via email, and I am awating reimbursement of $333. Once I receive that, I believe this complaint will be closed.

Regards,

****** **** *********

 

Consumer Response:

Better Business Bureau:

Their response is accurate, except that I am awaiting reimbursement from them for the $333 blower repair. Once I am paid, the complaint should be resolved. Thanks kindly for your assistance in resolving matter.

Regards,

**** *********

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/13/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I purchased a home in Wisconsin on 1 Oct using a ** ****. Our real estate agent, ***** *******, purchased us a home warranty with HSA effective the same day. On the night of 18 October, our heat went out. HSA sent out a technician the next morning who stated the furnace could not be repaired and needed to be replaced. I was informed by HSA that they would not cover this, as they considered it to be a pre-existing condition. After numerous conversations with one of their ********, ****, in attempts to have this resolved, the company has still denied the claim. I provided them with documentation from the home inspection that was conducted prior to purchase. I also contacted a licensed HVAC worker from ********** ******* to provide a second opinion. He stated to me and to the warranty company that the problem was misdiagnosed by the technician that HSA sent out, and that we were left in an unsafe condition by them due to the cause of the failure. As per the warranty contract, any undetectable pre-exisiting condition that could not be determined by a visual inspection or simple test is covered. The heating system was visually inspected by the home inspector, ***, my **** ****** *****, and myself, and there was nothing visually that showed damage. As far as a simple test is concerned, I believe turning on the system and having it produce heat to the home for over two weeks is sufficient. The warranty company stated to me on numerous occassions that their warranty program does not require an inspection even be done, but on the other hand have stated I should have had a CO test performed, which makes no since whatsoever. Due to the weather here, I had to have my heat repaired, and I chose to have the repairs completed by ****** of ********** ******* since he provided me with great service during his second opinion. The total cost for the furnace and labor totalled $2300 and that is what I would like to recover from HSA Home Warranty. I will be filing a complaint with the Wisconsin Bureau of Consumer affairs also. I will be pursuing this in Small claims court if a settlement is not reached by this method.

Desired Settlement: I request that my costs of $2300 be reimbursed and that the company explain to me clearly what I need to provide to them about the functionality of the other warrantied items currently in the home that could go out in the future so I do not have to deal with a situation like this in the future.

Business Response:

The claim was denied because in two technicians professional opinions (one being the customers own service provider) this failure was occurring prior to the inception date of the contract. That being said, it seems the issue here is with the **** ********** and what is considered an undetectable pre-existing condition.

Some home inspections are very thorough and some are more limited. A **** ********* is not required to inspect the heat exchanger specifically. So a home inspection will usually note if they tested the heat exchanger or if the heat exchanger is outside of their inspection. When they say outside of their inspection it does not mean that it is not accessible to inspect it just means that is an area they do not touch. A furnace can still turn on and still produce heat even when a heat exchanger has failures which is why an inspector is specific to say the heat exchanger was tested or not. Even though a unit will still run it is dangerous to run a unit with a breached heat exchanger. A home inspector can turn a unit on and off without even touching the furnace and test heat distribution as well without touching the furnace.

The home inspection does not pass the heat exchanger. The inspection says that the heat exchanger is beyond the scope of the inspection. The cracks in the heat exchanger were detectable as both technicians found the cracks visually. To visually inspect a heat exchanger you have to remove the control panel (which does not require the removal of any screws, like opening a door) which would make the heat exchanger visible. HSA is maintaining the denial.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The company is skewing the facts of the case greatly. They are stating that the visible cracks were detectable by solely removing the front panel, which is incorrect. The technician that did my second opinion only discovered the cracks after removing the main exchanger, an electical panel, and unscrewing the back panel, gaining access to the tubing deep within the furnace that had caused the malfunction. I will be pursuing this is court. Thank you.

Regards,

****** *** ****

 

Business Response: Both of the technicians that went to the customers home advised HSA the heat exchanger was failing without having to first dismantle the unit. A pressure test was done on the unit and failed without the technician having to dismantle the unit. Calcium deposits on the unit were visible without dismantling. The other company saw flame roll out and could see rust flaking through the heat exchanger down into the burner which is noticeable with out dismantling the heat exchanger or unit. It was apparent to these two service providers that the heat exchanger was failing and breached without having to take the heat exchanger out.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

HSA Home warranty company and I will have to agree to disagree about their findings. We will readdress the issue in court. Thank you.

Regards,

****** *** ****

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/5/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a home owners warranty on October 13? 2011. About a month before it was to expire, my refrigerator stopped cooling correctly. I have had approximately 7 technicians here. We have cooperated with everything they have asked us to do. I had thrown out so much food, and they can't seem to fix it, so we purchased another on our own. The other one was still under warranty, and I just wanted it fixed or replaced. I have not worked each time I had to wait for the next guy. They have my refrigerator open and cooling the garage for an hour to 2 hours at a time. 3 out of the seven times the technicians were here, they told me that what they did would fix the problem. It didn't. The last time, they ordered a part that they installed last Saturday. They asked me to give it one day to get to the right temperature. It still won't cool correctly. Temperature in the refrigerator vary's from 41 degrees to 54 degrees. Averages in the mid 40's. I have called at least six times today to this company. I got disconnected 3 times. This is after 30-40 minutes on hold per call. I told each person about this, and asked why wouldn't they call me back? They have the worst customer service ever. I am starting to think there must be a magic number of repairs before they will replace an item. I understand they don't want to replace it, but this is never ending. This is beyond ridiculous. Do they ever replace? They would rather keep sending people out, paying them for labor, and parts over and over and over. They probably could have payed for a new refrigerator after all of this. I will never purchase another home warranty ever.

Desired Settlement: I am tired of going through this. I would like the refrigerator replaced. I shouldn't have to keep waiting for more technicians to come out and hopefully fixing it.

Business Response:

A Service ********** has been communicating with the customer regarding the refrigerator claim. HSA is having a 2nd company go to the home for a 2nd opinion. HSA apologizes for the delay and inconvenience this has caused the customer. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/21/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a home and the **** ****** ***** sold me a home warranty through ( HSA) . I was told by the **** ****** ***** that it covered eveything in the home incase something broke the first year. After the first year I did not have a claim and the HSA called me 3 or 4 times a week asking me to renew the warranty the caller stated that I would have the same coverage and most homes have a failure every six months. Well I renewed and before I got the new warranty in the mail the garage door opener failed. I filed a claim with HSA and they denied the claim without even looking at the opener because they said it did not meet safety code. I told them that they insured the opener without looking at it and now dening a cliam without looking at it. They read the policy to me, and said they had a right to refuse service. I told them I renewed over the phone and did not have a copy of the new policy as they had not sent it yet. I then told them if they would not honor the warrenty I want my money back. They refused to return my money or repair the opener. The caller who asked me to renew told me that the opener would be covered and many other items in the home and she never said anything about disclaimers or restrictions, so I have a verbal contract with her and the HSA company that they refused to honor.

Desired Settlement: Because they refused to honor the warranty and repair what they promised I am asking that they refund the whole amount of the cost of the warranty. if not I will file a law suite for the whole amount plus cost.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This letter is to address an attempt to recuperate monies that I have paid, and which I believe
HSA is responsible for reimbursing.

On July 4,2012 we contacted HSA because our central air conditioning unit was not functioning.
We were given an authorization number, * ************** *, at the end of the telephone call and were advised to contact a vendor, of our choice, to have the machinery assessed.

On July 6,2012, ******** **** ******* attempted to diagnose and repair the air conditioning unit. They had attempted to check the refrigeration charge, but as noted on their invoice, "valves would not open." Therefore, they were unable to check refrigerant pressures but were suspicious the refrigerant level was high. At the end of their call, they had recommended that we replace the unit, as replacement of the valves would have been possibly more expensive than replacement of the unit. The invoice for ******** **** ******* is attached to this letter.
After ******** had contacted HSA with their findings on July 7,2012, we were advised by ******** that HSA wanted a second opinion. On July 9,2012, I contacted HSA, in an attempt to seek more information from your company. Throughout the entire event, I have spent several hours on hold, in addition to being transferred around to several units within your company. I was finally advised that HSA would pay for the second company to come out, as it is their responsibility for anything over the initial $100. I have attached a log of my phone calls to this letter.

According the contract, Section D. 2. also clearly states, "HSA reserves the right to obtain additional opinions at our expense."

On July 13,2012, HSA's vendor, ******* ******* *** *** ************, and *********, ***, came to evaluate the unit. During their consultation, they were able to access the unit in ways that ******** was unable to accomplish. They found that the system was overcharged, which was causing the system to not function properly. A copy of *******'s invoice is attached. (******* is HSA's vendor)

September 18,2012, my wife ******* contacted HSA and spoke to *****. ***** had advised her that HSA would not pay the claim. ******* and ***** reviewed the contract together, and ***** indicated they still would not be responsible for the reimbursing for our out-of-pocket cost.
******* then asked to speak to a **********. ***, employee ID ****, indicated that HSA would not be responsible, even after ******* explained how this is a breach of contract.

According to page 5 of the contract we have with HSA (attached), Section E. 9.
MISCELLANEOUS: Central Air: adds: the following item is covered: Refrigerant recovery, non-dueled air conditioners, registers, grills and filters.
Furthermore, page 3, Section D. 3. DEDUCTIBLE: of your contract (attached) indicates, "If multiple visits are required for the same repair you will not be charged an additional deductible.
Trade call means each visit by an authorized repair contractor. The deductible shall apply to all approved costs including service call charges. "
During that visit by ******* Heating and Air Conditioning, I personally witnessed the repairman spend well over 45 minutes on the phone with HSA, attempting to find information from them, having them research the contract and issues related to it. In fact, during that call, I personally also had to hold the phone for him, as since he was on hold for the majority of that time, he had to continue working due to time constraints and other appointments. He spent well above the needed time to attempt to contact HSA regarding this and was not reimbursed for the time that was absolutely wasted on the phone with your company due to your company's inefficiency. In the end, he lost the connection and did not have time to call back at that point and go through the entire contract over again, as it had been approximately 48 minutes with a single phone call at that point. He went above and beyond what was expected of him.
At this time, we believe that HSA is in breach of contract. As you can see, the contract clearly  states that the recovery of the refrigerant should be covered. In addition to the refrigerant recovery, we believe that the entire second claim should be paid by HSA, since it was their recommendation for a second opinion.
Please review our matter and respond within 15 business days.
Sincerely,
***** *. *******


Desired Settlement: see Attached document

Business Response:

A ********** from HSA spoke with the customer on 9/28/12 and offered to refund the costs explained in the complaint.  The check will be in the mail today and this should have resolved the customers complaint.  If the customer has any additional concerns please let us know. 

Thank you. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a new home, the seller included an HSA home warranty. After moving in, we noticed that the water heater flue piping had a hole in it. We contacted the home warranty after verifying that the flue piping is covered in the contract. They sent a plumber to house, we paid the $75 co-pay per the contract. The plumber verified the hole in the flue piping, HSA stated that they would not cover the repair because they believe the flue hole had been there prior to the contract being in-force. Home inspector did not see any hole in the flue piping, but did mention it needed to be secure. HSA refused to return my $75 co-pay that I feel I should get back if they are not going to repair the problem.

Desired Settlement: Ideally I would like HSA to uphold their end of the contract and fix the flue piping that is damanged, but at the very least, I would like my $75 co-pay refunded as they did not do what they state in the contract they will do.

Business Response: The technician advised HSA due to the amount of rust in the vent pipe this failure was occurring before the inception date of the contract (which went into effect on 9/14/12). The contract states on page 2, section A, items must be in 'proper working order' on the effective date of this contract. HSA would not offer reimbursement for the $75 deductible. 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The hole in the flue piping happened when we tried to fasten the piping together as instructed in the home warranty.  The flue was working properly and not rusted thru as of 9-14.  The hole developed when trying to secure the flue piping together since it was not secured prior.  HSA is a scam and should  be noted as one so other people do not make the same mistake and purchase their product.  Of course they are going to take $75 to come to the house, then make every excuse possible to not have to fix the problem.  The most important thing to them is profit.  I also find it disgraceful that the service member sent to my home stated the problem was unsafe, but instead of taping the hole on the flue piping, which would have been an inexpensive temporary fix, he took the $75, left and then said they could come back inside and fix the problem for an additional $200. 

Regards,

**** ******

 

 

Business Response:

The customer stated in the previous complaint they noticed the hole, not that the hole was made by them.  HSA is simply following the terms of the contract that was provided to the customer when their home closed.  If the customer would like another copy to read and review HSA would be happy to provide one.  The home warranty provides coverage for mechanical failures due to normal wear and tear that occur during the terms of the coverage period.  The denial stands. 

Thank you.   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased HSA's home warranty in 2/2012. Filed a complaint on HVAC system that stopped working while running. Filed a claim near the begining of September. HSA approved technician came and my wife and I paid the service fee. Technician stated the AC should be replaced since it was too expensive to repair. Technician did not seem to understand how the fan broke off and hit the casing side. HSA denied the claim stating that it did not break by normal wear and tear, despite the fact that there was not apparent external damage to system (i.e. storm, accident, or animal damage). On 9/12, I spoke to HSA manager named ****. He agreed to look into the matter. He did not call back after several days as promised. I called again. Manager said he was waiting for information but would get to the answer himself. He did not call back as promised. I called manager again and he told me the claim had to be denied since the report indicated AC did not break through normal wear and tear. Manager told me I had the right to call a second technician. Manager told me that if the technician could validate normal wear an tear then the claim could go through. I called a reputable licensed HVAC technician. The Technician did in fact find that the AC broke though normal wear and tear from old age, and found an additional problem with furnace. I sent the report directly to the manage **** who confirmed he received it. More time went by until 9/27 when HSA called to say they want to send a third technician to assess the problem. HSA stated that the new technician would contact us. This has not yet occured. I called to speak to the manager **** to ask why another technician was needed when he already told me that my calling a 2nd technician would be fine. Manager did not call back. I called again today 9/28 and left a message with no response. Situation remains unresolved and we have recieved poor service. We have had additional problems witrh HSA returning calls and having delays in sending technicians for more minor issues.

Desired Settlement: Request that HSA replace AC system that broke through normal wear and tear and is covered by warranty. In addition, that HSA make repair to furnace. There is no need for any additional technician or wait.

Business Response:

HSA apologizes for the customers customer service experience. HSA wants our customers to have a great service experience and will learn from this opportunity.

Regarding the customers claim, HSA received two different diagnosis from the technicians and are requesting a 3rd opinion to determine coverage. An associate called the service company and verified an appointment has been made to get the claim decision made for the customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contract with America Home Shield(AHS). Per contract, AHS promised to repair appliances for your satisfaction but for most type of repair they try to misrepresent repair case to avoid paying for repair. I have ***** type dishwasher. Recently the whole front panel broke off. I am talking about the whole plastic front panel that not only have a buttons but is contains the handle to open the dishwasher's door. As it is now, we cannot open the dishwasher without using knife's blade to pry the door. Without the cover, dishwasher's frame exhibits sharp stamped metal edges, which is a hazard for our young son. It is easy to cut fingers or to touch a wire. I called AHS, and here is where the first problem appears: they did not have anybody to work with ***** dishwashers. Period. According to the contract, they must provide their tech company. This was not the case for Bosch. There is no clause in our contract to saying "***** are not covered". They asked me to find a local company to deal with Bosch. I've found the tech, payed 75 doll deductible but AHS refused to pay for repair, saying they not going to pay for the front panel. They think this is a cosmetic repair to replace the front panel. The dishwasher is still unusable. Per ***** customer service, it is dangerous and improper way to turn dishwasher on without front panel as possible electrocution hazard. Using knife to pry door open also is not the proper way to open dishwasher. So, AHS used me to do their job, and set me up by not honoring their promise to pay tech that I have found How is this for customer satisfaction?

Desired Settlement: To pay for repair and letter of apology.

Business Response: An HSA Authorization Agent has contacted the customer regarding this repair. HSA is offering coverage towards the new control panel and reimbursing the $75 service call fee the customer paid. HSA apologizes for the delay and inconveniences around this claim and hope this resolves the customers complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We have home warranty coverage through HSA. Our air conditioner broke and we contacted HSA to submit a claim. After having the unit inspected, HSA denied the claim stating we did not have the correct upgraded warranty plan to cover replacing the unit. We were told if we paid extra for the Star 7 plan it would be covered. I have serious health conditiions that are being negatively impacted by living in a home with limiited/no air conditioning. Additionally, we had an issue with our claim to have pool filter fixed. Two separate pool technicians diagnosed a crack in filter and improper channeling, however the pool technician sent by HSA claims there is nothing wrong with the filter. So neither claim has been approved and we are left with the option of "upgrading" our warranty policy to their highest tier or continue living without air conditiioning and a working pool filter. Per our current policy the air conditioning and the pool filter are covered however HSA is denying the claims contrary to the information from the multiple repair technicians as to the cause for repair and to a home inspection that states the units were in working order at the time we purchased the home in November 2011.

Desired Settlement: We want the repairs or replacement, as applicable.

Business Response: HSA is denying the claim due to improper installation. There were numerous issues with the AC unit including the condenser fan motor being installed backwards (wouldn't cool the compressor), the unit being undersized and improperly wired (not getting enough power to cool), the filter was missing and the unit was dirty. In the technicians professional opinion all of these issues would have caused the the compressor to fail. The home inspection was done in October 2011 also noted the unit was dirty and the filter was missing. The technician also said the compressor had been replaced before under manufactures warranty. HSA is maintaining the denial.

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

HSA's denial decisions are based on incorrect data. The technician did not have to replace or correct the fan as it was installed correctly. The unit was repaired under warranty prior to us purchasing the home and the warranty. The missing filter and dirty unit was from the home inspection completed in order for us to purchase the home in November 2011, not from the technician as HSA claims. The filter was put in place as soon as the sale was closed (and changed regularly) and the A/C had been functioning correctly for almost a year before the it had any problems. Additionally, the wiring was not the cause of the compessor going out, it was due to overheating which is what the technician wrote as the diagnois. We received a denial email from HSA stating the claim was being denied due to the home inspection labeling the A/C as not working, however it was the non-operational swamp cooler they were referring to, which we are not trying to fix nor intend to use. This triggered a red flag: if HSA employees cannot even read a home inspection, it is obvious they would not know how to read a technician's diagnosis/report. We have repeatedly requested HSA to contact the technician to confirm his diagnosis as referenced on the estimate/receipt he provided and to verify that the fan was installed properly and they refuse to obtain the correct information so they do not have to honor the warranty policy that has been paid in full.  We want HSA to obtain the correct information from the technician (not what they want the information to be) and to honor the policy we purchased in good faith.

Regards,

 ****** ******

 

 

Business Response:

The call to the technician when he explained the failure was pulled and reviewed. The technician states in his professional opinion the unit is undersized for the home. He also states the unit is improperly wired (only wired for a 3 ton unit). Because of these two things, the compressor over heated and failed. So yes, the compressor did over heat due to the fact the unit is undersized and improperly wired for the home. HSA is maintaining the denial.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/8/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Submitted a waranty claim on 9/2/2012. Service technician came out on 9/4/2012 and decided I needed a dry unit air conditioner. Asked to upgrade obsolete unit (R22) with a current 410A system on 9/6/2012 and talked with AC contractor and talked to HSA. I was promised a call back later that day with a quote, never recieved any calls. Called back the next day, and the next, all with promises to call me back and never recieved a call. Finally, after me calling them on 9/10/2012 recived a partial quote, much higher than their contractor quoted me through them. So I then decided to go back to the R22 dry unit that they were to replace on that Monday 9/10/2012. They had told me in a day or to, their contractor would have the unit. Called again on Friday both to thier contactor and to HSA, still no unit delivered, I was told by HSA that the unit would be there Monday 9/17/2012. Called today, 9/18/2012, still no unit. I was told that it was not uncommon for there parts ordering department to get backed up, and have to wait a long time for parts or equipment. I have benn without an ac since 9/2/2012 and like to have this resolved.

Desired Settlement: Replace AC unit. ASAP.

Business Response: HSA spoke with ****** and the job was completed on 9/21.  HSA apologizes for the delays this caused the customer. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/16/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We have home warranty coverage from HSA for our new home. On 8/16/2012, we noticed a leak under our 2nd floor bathroom sink, which was also dripping through the 1st floor ceiling. I immediately called HSA and described the problem. The agent on the phone told me that A1 Affordable Plumbing service (based in ********** **) would contact us to make an appointment to come for repair and we were due $75.00 deductible at the time of service. The agent made a clear impression that our claim was covered under the warranty and the repair would be completed provided that we paid the $75.00 deductible. The agent did not tell me that the underlying problem may not be covered under the warranty. On 8/21/2012, employees of A1 Affordable Plumbing came to our house and diagnosed the problem as a leak from the faucet. They collected the $75.00, provided an estimate for the repair, and left. I called HSA to ask how we should proceed with the repair and I was told by the agent that claims involving the faucet are not covered by our warranty. I told the agent (and subsequently the supervisor) that the $75.00 should be refunded in that case, since I could have received the same consultation service and estimate for free if I worked with a plumber of my choice. The agent and subsequently the supervisor - although they stated that they understand my point and apologized - refused to honor my request for a refund. Since I was not told by the HSA agent I talked on 8/16/2012 that the claim may not be covered by the warranty and I was given the impression that the repair would be completed provided that I paid the $75.00, HSA effectively misled me to purchase services from their partner, A1 Affordable Plumbing at an inflated price. I believe that this represents a "sales presentation that failed to disclose key conditions of the offer".

Desired Settlement: I would like the $75.00 be refunded by HSA or their partner A1 Affordable Plumbing.

Business Response: The call was pulled and reviewed.  The customer service associate specifically asked the customer where the water was leaking from and the customer advised it was the pipe that was leaking, not the faucet.  HSA apologizes for the confusion around this, but a contract that outlines coverage was provided to the customer.  A service call fee is due to the technician at the time they arrive at the home on approved and denied claims.  HSA is maintaining the denial and will not be offering the customer a refund for the $75. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Since my claim was not covered by HSA, it is clear that, at the time I talked to the customer service associate and provided information about the leak, there was a possibility that my claim may not be covered. However, the customer service associate did not inform me that such a possibility existed. This (that such a possibility existed) is the key information that withheld at the time the services of HSA's partner was presented to me.  Therefore, the business' response does not deny my claim that the sales presentation failed to disclose key conditions of the offer (that it was possible that my claim may not be covered and my problem may not be fixed even if I pay the $75.00). For this reason, I would like the $75.00 to be refunded immediately. 


If HSA refuses to refund the $75.00, I am requesting that they provide the recording of the phone call provided to BBB and to me. In that case, I would like to ask BBB to review the call and determine whether the key conditions of the offer were adequately presented in this call. 


Regards,

****** ********

 

 

Business Response: HSA has attached a transcript of the call recording for review.  The agent clearly asks the customer what is failing and the customer clearly says the pipe which does have potential coverage under the warranty.  HSA will not be offering a refund of the $75 deductible. 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The business provided a transcript for the call and they claim that "the agent clearly asks the customer what is failing and the customer clearly says the pipe which does have potential coverage under the warranty". However, as seen clearly in the transcript, the agent herself reaches that conclusion by first asking "Is it the faucet or underneath the sink" and,  based on my answer "underneath the sink", concluding that "Okay, so it’s leaking from the pipe"  (I would like to reiterate that my answer is correct, the water was leaking underneath the sink). Furthermore, closer to the end of the call, the agent states that "and ON AN APPROVED CLAIM you would be responsible for a $75 deductible which would  be due at the time of service", clearly indicating that the $75 deductible applies to "approved claims" (hence the $75 deductible does not apply to a claim that is not approved).


Based on these facts, there are two possibilities:

- The agent is qualified to decide whether the claim is covered based on the customer's answers to her questions on the phone (this is what is indicated by HSA's two responses to my complaint to BB). In this case, since the agent has reached the conclusion that it was leaking from the pipe and therefore was covered under the warranty, HSA should have the entire system repaired immediately (the $75 "deductible" which is applicable to  "an approved claim" is already paid).  


- The agent is not qualified to decide whether the claim is covered based on the customer's answers (this is the de facto case).  In this case, the agent should have clearly stated that she is not qualified to decide whether the claim is covered and HSA's partner company will be coming to decide whether the claim is covered.  Since the agent did not clearly state this, she clearly stated that I was responsible for  a $75 deductible "on an approved claim", and the claim was not approved, HSA should refund my $75 immediately.


If, despite these facts, HSA still refuses to accept their wrongdoing and either honor the claim or return my $75, I will take legal action.


Regards,

 ****** ********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/9/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called about a repair to MY AC unit. While the technician was there he discovered that the furnace heat exchanger had a very small crack. I told HSA about this. They asked the tech if he felt this had happened since we had owned the house. He answered that it had probably been there before, but would not have been found in a housing inspection, as in ** housing inspectors do not open the units, but rather test for temperature differential. This unit did pass my housing inspection and was in good working order at the time of the purchase. It does heat, and was cooling through the very hottest parts of the summer. It was determined that there is a small leak in the condenser unit on the AC, I paid the technician. I told HSA that I believed the crack in the heat exchanger to be an unkown pre-existing condition and that their brochure claims they will cover that: ******************************************* I was told that a supervisor would call me back. No one did. I called back the next day, and was told the same thing. I offered to send a copy of the housing inspection, which I did. After this I was told that not only would the Furnace claim be denied, that the AC would also be denied, as the housing report noted minor condensation around the unit. At the time the housing inspector told me that this was a very minor thing and not a cause for concern. Again, he reiterated that the unit was in good working order. No supervisor ever called me back, and I was treated very disrespectfully, ****** told me to "go ahead and use your own tech, just know that we will more than likely be asking for a second opinion" She used a very brusk tone with me. My tech complained that HSA called him on numerous occasions, asking the same questions over and over. He was also very upset that they called him at home after 9PM. I never received a contract at closing and have never seen a copy of the contract, so this was all news to me.

Desired Settlement: I believe that both the heat exchanger and the AC repair should be covered repairs. I will also be filing a complaint with the ***** ******** division of consumer protection and the ***** ******** Department of Insurance.

Business Response: HSA received a copy of the home inspection and it did note causes for concern regarding the units. The claims have been reviewed by a supervisor as well as the Senior Vice President of Operations. HSA is maintaining the denial. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/9/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I renewed a home warranty with this company. Last year I paid 389.00 for the year and this year I paid 455.00 for the year. The increase was due to the fact that I upgraded the policy to include my Hot Tub. When I called in a claim for my hot tub, the first person I spoke to told me that she saw the hot tub on the new policy, but it would not let her place the claim. She transferred me to another person that told me that the hot tub was not included in the policy. I asked why I could not go online to view the differences in the policies because I am sure that I upgraded the policy online at the time of renewal. They were unable to provide the difference in the policies. I feel that this company is being dishonest to avoid fullfilling their contractual promise. Or, for some reason it is not showing on their end like it is not showing online on my end.

Desired Settlement: I would like for the company to service my hot tub. Otherwise, I would like for them to refund the extra I have paid to have it covered. Or, I would like for the company to show me the difference in contracts and what was covered originally and now. I am considering cancelling with them and starting another policy with another company.

Business Response: The hot tub is an additional option that can be purchased at the time the warranty is renewed.  The customer did not add this option at the time of renewal.  I have attached the customers contracts from 2011 and 2012 so they are able to view them.  The price of the contract rises due to many factors including claim history, gas prices, market prices for freon and parts and equipment.  HSA apologizes for the confusion, but is unable to offer coverage for the hot tub at this time. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/9/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called to ask if they would cover a cracked pipe in our basement. They said yes. i filed a claim, they denied it. They sent an email saying they denied it because it wasn't normal wear and tare. The pipe is 83 years old, it is from normal wear and tare. Then I called to discuss this, they said it was denied because it was under the basement floor. So I asked if they would cover the initial call to come look at it and they said no because it wasn't normal wear and tare. It is normal wear and tare.

Desired Settlement: I want either a refund of my warranty or them to cover the fixing of the pipe.

Business Response:

The claim is denied because the pipe is located underground in the basement out of the main foundation of the home. The contract states on page on page 3 under the coverage section:

A. Are located within the “Interior” of the main foundation of the home or attached or detached garage (except for the exterior well pump, septic system, condensing unit and pool/spa equipment);

And under Definitions:

“Interior”

- the space within the external surface area which constitutes the perimeter of the residence’s exterior walls; under the roofing materials; above or encased in the basement floor or home’s slab, or above the ground surface in a crawl space.

 

HSA needs a professional technician to go out to the home and report the diagnosis to HSA before any claim decisions can be made. HSA apologizes for the confusion, but is maintaining the denial.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/8/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Timeline for AC I closed on 6/28/2012. Within spending time here doing things in the first 3 days I noticed the ac was running and running but the temperature wasn't dropping. It was actually rising. I turned off units and tried again. Still no luck getting the place cooled. I contacted my realtor (***** *****) to see if I should contact HSA or the guy the seller had check things out first. I was told to try the seller's ac people first (ARS). I did that on 7/3/2012 and they weren't able to come until 7/9/2012. The guy came and didn't do anything. Said he couldn't without me paying. He told me he put freon in the downstairs unit which was what the seller told him to do to make the numbers from the register to supply work if it was checked. She did not have him do anything else even though the inspection requests and what she agreed to doing asked for both units ac and heat to be checked. The guy told me to call the warranty. I called the warranty on 7/9/2012. They contacted *********** *************. I never heard from *********** *************. I called the warranty back on 7/11/2012 and they contacted *******. ******* scheduled to come on 7/17/2012. On 7/17/2012 they finally call that they are on the way at the very end of what they told me 2-6:30pm time frame. They were here maybe 10 minutes and told me to write a check for $75 for the deductible and they'd call in to the warranty for authorization. I heard from ***** ******* that day after 7pm. He said he had been contacted by ******* and was working on things and wants a copy of the inspection. On 7/18/2012 after 7:30pm I hear from ***** that he has reviewed things. I'd already emailed trying to find something out something around 2pm. He says I will have to pay $100 for ******* to take out freon from the downstairs unit. ******* will run tests on both units. They should be contacting me to come out. They can't come until 7/19/2012 of course! When I talk to ******* they can't come until 7/20/2012. We schedule for 7/20/2012 again from 2-6:30pm. After 5pm they call that they are running late and it is storming and they may need to cancel. At almost 7:30pm they call and cancel. It wasn't storming at my house! ***** says I will be called to reschedule for Monday and that he'll see what he can do to come out Saturday. I hear absolutely nothing! I call on Monday morning 7/23/2012 at 10 am. After 12:30pm ******* calls that I'm 4th in line. at 3:15pm time stamped I get a voice mail. That I need to call in the next 2 minutes or they are going to reschedule. I call back immediately at 3:16pm. I don't know why my phone didn't ring! They don't answer! I probably called 20 times to the number they left and they other number I have for them! Nothing! I even texted! I never hear from them. I call HSA at 6:45pm and leave messages. I had already emailed before 10:30am. At almost 7:30pm, ***** calls me back from HSA. He has ***** with ******* on the line and ***** promises to come 7/24/2012 between 11am-1pm. On 7/24/2012 at 1pm I call ***** and leave a message that I haven't heard from *******. I email ***** at 1:02pm. I call HSA and get **** who could sounds like he could careless! He calls ******* and says they say I'm 4th in line. His answer is for me to call them. When I call they never answer. I ask for his superior. I get put on hold for several minutes. I get ******. Who is no more helpful or caring than ****. She puts me on hold for even longer. Tells me to wait a couple hours and see if I hear anything. I take her direct number and tell her I'll be in touch at 3:15 if I don't hear anything. She tells me how there is no need to change companies now because I'll just have to start over and they may show up. I've been on the phone for 15 minutes for nothing! Basically I've just sat on hold to get no help. I hear back from ***** at 1:30pm. He tells me he's called ******* and they are running late. Wait and see if they call in an hour. If not I should email and/or call him and he'll work on getting another company. It's 2pm on 7/24/2012 and so far I've just wasted another day! On top of that I've wasted all this time sitting in a house that is hot as hell!!!!! Buying my first house was supposed a wonderful thing. So far it has been the worst experience ever!!! Someone please help me! In between all of this I've been emailing my realtor to see if she can do anything to help. She asked me to compose this timeline. Not long after emailing me realtor after 2 p.m. on 7/24/2012 I got a call from ****** with HSA that are dispatching the first company that never responded - *********** *************. I should hear from them in a couple of hours. They can check the bottom unit. Both units aren't working properly!! They know that! I email my realtor and ***** with HSA. ***** emails back to see if I’ve heard from ******* or called to cancel with them then. I tell him I’m waiting to hear from either company because something has got to be done! Finally get a call from ******* they’ll be out soon. They finally show up at 4:30 and are gone before 4:45. It took them less than 15 minutes to do whatever they did. They tell me the compressor in the downstairs unit needs to be replaced and that they put Freon and dye in the upstairs unit. They will call HAS. On 7/26/2012 I hear from HSA that they need to talk to ARS (the people the seller had out before I bought the house). I give the lady the number for them. I haven’t heard anything from HSA since. I emailed on Monday 7/30/2012 and yesterday 8/1/2012 and also called several times only to be on hold for ridiculous amounts of time with no response and no response to emails. No one has contacted me to tell me about the compressor that needs replacing or about the leak that needs to be checked and it is Thursday, 8/2/2012 at 3:30 p.m. I have emailed my realtor, ***** ******* at HSA and *** ******* who is the HSA rep for ** and only my realtor has responded to me today. I am contacting the BBB now to try to get this resolved.

Desired Settlement: I want to be contacted with when the repairs/replacement will be made and when the ac people will be coming. I want this taken care of asap. It is ridiculous to not have ac working properly for a month!

Business Response:

HSA apologizes for the delays and inconveniences this has caused the customer. A claims adjuster will be calling the customer today to discuss the equipment being ordered and the next steps to get this resolved as quickly as possible. HSA is going to waive the customers deductible on this claim as well. Please call with any additional questions or concerns.

Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******. I don't owe a deductible since I already paid the deductible! I was just told I'd have to pay $200 to the AC people when they come to install the compressor. Do you think HSA bothered to even credit me the deductible? No! Not until I asked for some sort of compensation due to all of the inconvenience, hassle, etc. did I get the deductible credited to the $200 I have to pay. HSA just tried to make HSA look good and not do what they said they were going to do until I just caught them with their response. If they were a company who cared they would wave anything I owe due to the amount of time it has taken and all the hassle and inconvenience they have put me through! Thank you for your help in trying to resolve my issues. Slowly, I am getting some sort of resolution. Hopefully it will not take another month to get things fixed.

Regards,

 ******* **********

 

 

Business Response: The $200 were charges that HSA does not cover for per the terms of the contract.  A lead associate called *** **** to check to see if the work had been completed on both of the units and *** **** advised HSA the work had been done and they had not heard anything additional from the customer.  The lead associate also called the customer to see if there were any outstanding issues that needed to be address.  I would encourage the customer to return her call and discuss anything further regarding the AC units. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is to file a complaint against the above company. Approximately 4 years ago I had a problem with my central air unit. I placed a call to the warranty company listed above and was informed they had no one who could service my area for this problem but asked if I could find someone on my own and call them in. I did what was asked of me. There were a lot of back and forth between the company and the vendor I located through the yellow pages. Finally HSA approved the repair and the air handlers in my attic was replaced. I had to pay the installer and wait for HSA to reimburse me. The norm would have been they send an installer of their own and I pay a 50.00 deductible. For the past few years I have had issues with my air conditioning where as the safety pan under the handler which is suppose to catch any water that overflows due to a clogged drain has been filling although the drain is clear. I called the vendor that installed it but they said this is normal because the insurance company didn’t want to fix the whole thing. So each year I remove water from this pan to avoid a flood which I did have once already. There is no one I have ever heard of that has to go in their attic and remove water from a pan once or twice a season. I did call the repair company back but they said there was nothing they did wrong. So now on August 19th at 4 am we were woken up because of a new problem. Now the water was coming out of my intake rather then one of the vents like one time before. I called HSA and this time they did have a vendor of there own which they sent. He said that it appears this is an installation issue and because it wasn’t properly installed that it would need to be corrected . When he called into HSA for this repair authorization they refused and turned it down. When I called to understand why they told me that this wasn’t their responsibility. If it was one of their vendors they would send him back. I explained to them they requested me find someone because they couldn’t find anyone. This was their idea not mine. Now they are trying to remove themselves from this. The original company that did the installation isn’t returning my calls so I don’t even know if they are still in business but over the few years they have claimed they did everything fine. Regardless this was an installation done by the insurance company approved and paid for by them so they should be responsible for this repair. This is a chance they take when using people to do installation for them. I am not an air conditioner repair person so I have no idea what is wrong or right with installation. I have been quoted 1000.00 for the repair from an HSA repair person and HSA should absorb this cost but they refuse. After numerous conversations with many people at HSA the claim has been denied. I also offered to share the cost but they said they would pay 200 no more. Thank You

Desired Settlement: THAT HSA HONOR THERE AGREEMENT AND REPAIR THE AIR CONDITIONER. THIS WAS THEIR INSTALLATION AND THEY SHOULD BE RESPONSIBLE FOR THE IMPROPER INSTALLATION.

Business Response:

HSA will not be offering coverage for this claim.  The technician that went to the home on 8/13 advised HSA the equipment is sitting lopsided causing the pan to move, allowing water to drain out.  This is considered an improper install.  The contract specifically states on page 6, number 9:

 

Faulty workmanship by any person including a contractor or trade-person selected and hired. Improper installation or connection of any system,

appliance or component part by a contractor/trade-person or any other person, including improper conversions of heating systems and additions

of air conditioning systems to an existing heating system.

 

HSA apologizes for the confusion around this claim, but must follow the terms and conditions of our contracts.

 

 

 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

This installation was done by a contractor that was hired and paid for by HSA. How can they say we will be responsible to fix it but not stand behind the work one of there contractors do. So another words they can fix things improperly and leave the customer worse on then when it started. This is not acceptable to me and makes no business sence. This is an insurance company that justs want to wiggle there way out of there responsibility.

Regards,

 ***** *********

 

 

Business Response:

HSA will not be offering coverage for this failure. The contract states:

If service work performed under this contract should fail, then HSA will make the necessary repairs without an additional deductible for a period of 90 days on parts and 30 days on labor. In the event that the failure is not covered, you are responsible for all charges incurred.

Faulty workmanship by any person including a contractor or trade-person selected and hired. Improper installation or connection of any system, appliance or component part by a contractor/trade-person or any other person, including improper conversions of heating systems and additions of air conditioning systems to an existing heating system.

This claim has been reviewed by several supervisors and managers. HSA follows the terms of the contract when making every claim decision. We consider this matter closed.

 

 

 

 

 

 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[When I purchased this warranty I was told that HSA has contractors all over the country to service the contract. I specifically asked this question . When I needed the warranty work done they failed to honor that contract as they had noone to do the work. At that time they asked me to get someone. This is a breach of contract. I now have a civil suit against HSA. To me they did not honor their obligation if they would have had someone and not made me go out and find someone this might have never happened. ]

Regards,

 ***** *********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/4/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My huband and I just bought our first home on 07/26/12. We were so excited about our new home and felt extra secure with this purchase as the seller's provided a year homewarranty thru HSA. One week after moving into our home we experienced a power failure of nearly half the house. This power outage includes lighting in the kitchen/dining/office and half of our sons room. Also, 40% of the outlets in the home no longer work. We were very upset, "This is our new home!" I said "okay", "no big deal we have a home warranty, lets call HSA." This is where our already bad experience turns into a nightmare. HSA sent the electricians to our home and they spent four hours working on our house. They determined that a power line in our wall has failed. They narrowed this section down to about three feet using a machine called a "fox and hound.(?)." The results and estimate were then turned over to HSA. HSA called me and informed me they cannot cover the full amount of the repair because they cannot get a specific pinpoint as to what caused the failure and exactly where it is. I asked "***" to point out in my contract where it states that only a portion of the warranty claim would be paid for a circumstance like mine. He could or would not do so. His alternative to me was this, "How about we have the electricians come tear down your walls and then it might not be covered at all!" The line failed in my wall, how is that not a natural occurance? By no actions of myself or my family could we have caused this to happen. Our home passed inspection just a week before! I was placed on hold repeatedly, none of my questions were answered and I was spoken to as if this was my fault and how dare I ask my HOMEWARRANTY company to fix the problem completly?!

Desired Settlement: I want HSA to honor the contract and pay for the covered repairs to my home.

Business Response:

HSA apologizes for the delay responding, we have been waiting to get additional information to provide an update on this claim. 

HSA has received two proposals from *********** ******** ***.

One is for several repairs without accessing - $2765.00 (includes some repairs not covered under the warranty).

One is for several repairs if they do the accessing - $3265.00 (includes some repairs not covered under the warranty).

Some of the items on each of the proposals will not be covered under the warranty.

HSA has left a message with the vendor to call us back with a breakdown and costs on the items that will not be covered, but we have not heard back at this time.

HSA called the technician again today to see if we can obtain further information on the breakdown for the repairs on each proposal.

As the claim stands: If the customer wants the accessing done and we find a failure that is covered under the warranty, we will cover the claimIf the customer wants the accessing done and we DO NOT find a failure that is covered under the warranty, the customer has to pay all the costsIf the customer doesn't want the accessing done to find out if there is a failure that we cover, then we will pay 1/2 of the cost of repair.

Until HSA hears back from the vendor, we will not have the total amount of approvable costs that we can reimburse the customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I initially called to request service on our air-conditioner because it was not keeping up with the severe heat that we have been having. HSA told me they did not have anyone available to come out and that I could pick my choice of providers. I called ***** Heating and Cooling (*****) who serviced the unit and cleaned it. I attempted to call HSA while the technician was there to approve the service but could not get through as the wait was in excess of 20 minutes. HSA subsequently told me they would not pay for the $122 service fee. The air-conditioner failed again within days. HSA told me to call ***** again as they were the original technicians called. ***** diagnosed a failure of the unit and recommended a replacement. I paid out another $122 for that call with no reimbursement from HSA. No action was taken from HSA to resolve the issue after they received a quote from ***** for a replacement unit. I called again when the unit was still failing. HSA sent out a technician from ***** Heating and Cooling who indicated that the unit was fine and added Freon to it. Two days later, the unit failed again. I called HSA who said there was nothing more for them to do, but if I had a third party opinion that the unit had to be replaced (other than *****), they would approve the replacement. I then called ** ****** Air Con who indicated that not only did the air conditioner need to be replaced, the furnace needed replacement as well in order to bring the air-conditioner into working order. I had to pay $240 for that technician consult, also not reimbursed by HSA. I am now $484 out with no end in site for this issue. HSA has done nothing but stall my requests, force me to take time off from my job to accommodate multiple technician visits and have my family and I suffer through record breaking heat and government heat warnings without relief. I understand that HSA is required to do its due diligence as an insurance company but I truly believe that they are taking advantage of me in this situation by stalling a replacement. Additionally, it is very suspicious to me that both ***** Heating and ** ****** Air Con indicated the unit needed replacement but the company that HSA sent out, ***** Heating and Cooling, conveniently sided with them and said there was nothing wrong with the unit.

Desired Settlement: I would like HSA to comply with the terms of my policy and replace the air-conditioner and furnace as requested and quoted by ** ****** Air Con totaling $6,600.78 (attached), or allow a similar claim through *****. I would also like them to reimburse me for the $484 already spent trying to get this issue settled with the various technicians, less the $75 deductible as agreed on my policy. Additionally, I would like to have HSA’s relationship with their vendors investigated to ensure these vendors are not receiving money from HSA to “side” with them.

Business Response:

HSA received a complaint from the customer via mail today as well. A vendor territory manager is working on this claim today to obtain all information and get this moving for the customer. HSA will be reimbursing both of the charges they incurred from ***** and ** ******* (one for $122 and one for $240) as well as the deductibles the customer has paid. HSA is waiting to hear from **** HVAC about their labor to date and will be contacting the customer shortly. HSA apologizes for the inconveniences this has caused the customer.

 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

HSA shows that there were only two billing items (one for $122 and one for $240) when infact there were three items (TWO for $122 and one for $240). I will wait to see what their response is in regards to the final replacement of the air-conditioner and furnace. I also do not see any response from then regarding the ***** Heating and Cooling vendor they sent to my house that seemed to have a complete opposite diagnoses than all other other companies that came out.

Regards,

***** ******

 

 

Business Response:

HSA did receive three invoices. On one of the invoices for $122 the technician advised he 'cleaned the unit'. HSA would not approve reimbursement for that charge.

As in a lot of situations, different contractors will have different professional opinions on how best to proceed.

HSA has offered the customer a cash out for a full AC and furnace replacement.

 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

HSA has refunded the three invoices we have paid to date, so they have satisfied that complaint. However, the larger issue of the replacement has not been resolved. We have not recieved a final confirmation from that that they will complete the Air-conditioner and furnace install through ******* Air Con for that stated amount in the quote.

Regards,

***** ******

 

 

Business Response: HSA has communicated with the customer regarding the cash out amounts. The amounts are based on what an HSA affiliated service provider would have charged to complete the AC and furnace replacements. HSA will not be offering an additional amount. The customer can have the work completed and then mail, fax or email us the paid receipt and we will pay up to the cash out amount quoted. 

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.]

Better Business Bureau:

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

 

***** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/27/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our policy numbers with them were:** ********** ** ********** ** ********** ** ********** Date First Purchased 6/24/2009 Date of First Issue 5/24/2010 The original purchase price was $420 paid by our homes previous owner. This does not involve a health issue, nature of our complaint is improper or inferior repair. Our realtor had the sellers purchase this home warranty for us as part of our agreement to buy the house. We moved in the summer of 2009 and had twins the month after we moved in so we were kind of busy but did notice the ac ran constantly, basically 24 hours a day without much result. The next year we renewed the warranty as so far it had helped with a few things. We called about the central air the first time in May 2010. The tech said there was a leak after spending most of his time on the phone with HSA. He said he couldn't find the leak but refilled the freon. We called HSA because it shouldn't be leaking and we wanted to have it checked better because it still wasn't cooling. They said they don't cover any repairs if they have to take your ceiling apart, ect to find the leak. We talked to someone after that who said leaks are usually always by the unit outside or close to the furnace in the house. Which made us wonder as the guy spent most of the time he was here in his truck. HSA basically gave us the runaround about getting it checked again. So we let it go till next summer. In May 2011 it seems like we had Affordable Heating and Cooling come again and it was basically the same as in May 2010 but I can't find the information on that, as this has been a few years ago we are trying to piece together the information we have and what we can remember, I'm sorry. Anyway we then asked for someone else to come out, Five Seasons Heating and Cooling, they did not check anything downstairs yet they wrote on the bill that our filter looked good. They added more freon as it was low again and I am sure HSA just told them freon was low last year, that's the problem just fill it up again. They also listed good air flow and unit is clean. Still wasn't working good, our house is about 850 square feet or so upstairs and the basement is about the same though it stays pretty cool down there. To me it should have been at least keeping up a bit, it wasn't 100 outside like it is now. Anyway my sister had talked to a guy(*****) she knows that has his own ac repair business. He came and looked at it just to try to give us an idea of what was wrong as the companies that HSA sent didn't do much at all. He said first thing he checked outside and knew right away there was a problem with something in the furnace part of the system. He went downstairs and checked the A coil which was so filthy not much air was able to get through. I am not sure if the previous owners ran it without a filter or what, that's what he figured had happened. He had to cut through a piece of pvc pipe to get to the A coil. It wasn't a big deal for him to figure that out and clean it. Five Seasons said our filter was good and air flow was good even though they obviously didn't check either as they didn't go downstairs and the air flow was not good. They couldn't even get their gadgets on the thing right to check it in the first place. The other problem is that it leaks water and something that looks like and smells like oil all over the top of the furnace which ***** said was a problem because it will eventually leak into the furnace and mess up the electronics in it. Also when we turned the ac on the blades in the unit outside would make a horrible noise when it came on. Anyway we replaced our windows and doors in summer 2011 and put more insulation in the attic in hopes that would help with the ac cooling the house. We cancelled our warranty with HSA this year as we had given up on getting ac fixed with them and we are trying to save what we would be paying them for warranty and deductible so we can take care of issues ourselves. Now the day after we cancelled the warranty the ac would come on, we would hear the furnace kick on, it would run for a few seconds and shut off. That kept up for a bit but I guess it worked it self out because it did come on later and stay on. Next day it ran all day and night, and thermostat didn't drop below 80 all day and all night. Yesterday the furnace ran all day, we noticed in the late afternoon it was getting hotter and hotter in the house, so we checked outside and realized the fan on the unit outside was not running. It wouldn't come on. So we spent the evening installing a borrowed window ac unit because it was 90 degrees in the house at our 2 youngest daughters bedtime. Which by the way is not an ideal situation(window ac) with 3 year old twins and a 6 year old running around. This is a small house already add fans and a huge window ac and 3 kids....we just hope it doesn't break the window or fall on someone. We did move it to a bedroom but now it doesn't cool the house very efficiently. Not that our central air was any better. This was a few weeks ago, I was having trouble getting complaint through to you and central ac started kind of working again. Last few weeks temps have been 90 and above it's been sort of keeping up like usual and then again today fan stopped working on unit outside and it is still 82 upstairs. Luckily all the kids were able to go to sleep. We are having someone come to look at it again tomorrow. Just by talking to him he said it could be few things and that they would be relatively cheap and easy to fix. Why couldn't this have been fixed with HSA 2 years ago? We had a $300 electric bill for our 850 square foot house. I've talked to other people with larger houses, that isn't a normal electric bill.

Desired Settlement: Our desired outcome is: We feel they should reimburse us for our electric bill for the summer months for at least the year of 2010 and 2011, or at least part of the bill anyway. We expect them to at the very least cover whatever expense it takes to get our central air running how it should or if it needs to be replaced. And it can follow their policy. Like not covering any repairs if they have to tear into ceiling to find leak.

Business Response: HSA has two AC claims on file for this customer.  One submitted on 5/24/2010 and another submitted on 5/11/2011.  I have addressed the customers concerns below.  HAS does offer potential coverage for failures that happen inside walls and/or ceilings.  On page 6, number 6 the contract states: Providing access to a covered component or system other than plumbing or ductwork systems. HSA will pay to provide access to plumbing and ductwork systems through unobstructed walls, ceilings or floors only, and will return the access opening to a rough finish condition. Affordable Heating and Cooling went to the home on 6/2/2010 and found the unit 3 pounds low on Freon.  They performed an electronic leak search and nothing was detected.  HSA was not made aware of any other problems with the unit until the next claim was filed.   The customer filed the next claim on 5/11/12 and Five Seasons Heating and Cooling went to the home.  Again, they found the unit 3 pounds low on Freon.   After the technician put more Freon in the unit, HSA again was not made aware of any additional issues with the unit.   The customer cancelled their contract on 7/2/2012, giving no indication the AC unit was continuing to have problems.  HSA will not be offering any further coverage on the AC unit or reimbursing the customer for electric bills.   HSA warranties do offer valuable coverage to our customers.  HSA has paid out on many claims for the customer including replacing their washer and oven.

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Let me start with the last comment that they paid out many claims including replacing washer and oven.  The washer had been fixed once already, it was about 10-15 years old.  We do alot of laundry.  We have 3 little girls, messes happen alot.  My husband works for the railroad, he comes home covered in dirt most days.  When we began having more problems with it we called again.  The repairman, who actually put some effort into finding the issue told HSA that it would be $521.64 to fix it.  I loved my old washer except for the problems.  HSA decided to replace it since it cost them less to replace it than to fix it.  The new washer cost under $450.00.  With the oven, it didn't work when we moved in, it had to have been at least 30 years old.  We waited while they tried to find parts for it, they were unable to find parts to fix it so they replaced it.  That was under $600.  By the way each year the price we paid for the warranty went up and for each service call, unless it was within I think 30 days from last visit if same issue, was $50. 

I love the letters you get from them too when something has been approved, they list some exorbitant amount that it "could" have cost.  Which it never cost as much as they said it could, I kept the receipts, I saw what the actual cost was. 

Which brings me to the ac issue.  Maybe my husband and I should have taken care of this with them before.  We have both worked in customer service and don't feel yelling at people is the way to get help but it seems now that is what we would had to have done to get some actual help with this.  There were at least two times my husband called in 2010.  Both times he was put off because of this so called "leak" which I think isn't the real issue anyway.  We don't know much about ac but they shouldn't leak.  We just wanted it looked at again to figure out the leak, but the customer service person put us off saying the stuff about the walls and ceiling and I know they told us they do not repair anything they tear into no mention of will return the access opening to a rough finish condition.  At that point we decided we couldn't have holes in the walls and ceilings possibly with kids around and we didn't have money to repair ourselves.  We know that we have the policy and we read through it but we don't understand alot of that, that is why we called them.    We called again that same year and the customer service person went so far as to tell us that maybe kids in the area were stealing our freon to get high.  After that we didn't call again till next summer. 

Like we said we don't know much about ac's but what about this 3 pounds low?  Really 3 pounds both times?  We know two different companies found it 3 pounds low but the one similar factor in this is HSA.  I know they had to have just said yeah their ac is just low on freon again, yeah last year it was 3 pounds, just fill it up again.  $139 is alot cheaper fix I am sure for them to do each year than to figure out what is wrong with it. 

This bothers us the most about all this, when we had Steve come out, he's not associated with HSA, he said he knew instantly there was something wrong with A coil downstairs when he checked the unit outside.  And what he did was an easy fix, there was more airflow after that.  In 5 minutes he fixed one of the issues or at least did something worthwhile besides add more freon which as this continues we do not think is the issue at all.  We still feel HSA needs to take some responsibility in this.  One of the main things we have learned about customer service is the customer is right.  Maybe not always and usually you can weed those out but you can't stay in business in the long run if you don't take responsibility for your product.  It's been less than 30 days since we canceled.  Seems to me we can renew our policy and get this fixed now?  Another point we were having major problems with ac on the 4th my husband called and asked about what could be done as we had just canceled.  I think he was put on hold for a while and something happened here so he hung up.  Do they have that on file, they had all his information, knew we had just canceled.  What about that?  HSA we didn't let them know we were still having issues but we did let them know.  At that point we already had tried to contact BBB about this because we figured it was just going to be another run around thing like last time.  Low freon again? 

Regards,

 ********And ******* *******

 

 

Business Response: HSA has no record of any additional failures with the AC unit after May 11th, 2012.  The customer filed 5 claims after the last AC claim but did not file another claim advising HSA the unit was still not functioning properly.  The customer also advised via the BBB they had their own company out that may have fixed the issue, which HSA was not made aware of.  Since the customer no longer has coverage with HSA and due to the time frame of the last recorded failure, we are unable to offer additional coverage. 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We contacted HSA about this on July 4th, two days after we cancelled our policy, do they not have that noted?  Isn't there a 30 day time frame to reinstate our policy with them?  I know that it is after 30 days now but it was within that time frame when we contacted them on the 4th and contacted you after that because we are very dissatisfied with their handling of this issue. 

Also our last claim for the ac was in 2011, not 2012.  We did have someone come out and briefly look at it and he knew within a few minutes that it was not a freon issue.  He did a minor repair that easily could have been taken care of the first year we had HSA send someone out but as they decided it was a freon issue and ran with that every time after when we called about it, it was never taken care of correctly.  As we had home warranty then and he refuses to work with a home warranty company he just did the minor repair and was waiting for us to let me him know if we wanted more help with it or not.  It has not been fixed as it should be and we did make it known that we were and continue to have issues with the ac. 

Regards,

 ********And ******* *******

 

 

Business Response: The customer can reinstate/renew their warranty.   HSA would not offer any coverage on the previous AC issues, but the AC unit would have coverage going forward.  If the customer has any questions regarding this, I would encourage them to call and speak with a customer service associate. 

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.]

Better Business Bureau:

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

 

Regards,

 

 

 ********And *** *******

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/25/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have owned a rental property in *********** ** for over four years and have held a home warranty contract with HSA for that entire time. Recently there was an issue with the air conditioning unit at the rental property so I submitted a claim to HSA in late June. It took nearly two months for the claim to be fully processed, ultimately to be told that my claim was denied and that the warranty company would pay nothing to cover the repairs. The warranty company claimed that the air conditioning problem was a pre-existing condition, however it had been working with no problems for as long as I have owned the property. HSA has told me that they can no longer help me with this claim and that I am now on my own to fix the problem with an independent AC repair company. The temperatures in June and July in ********** have been near or above 100 degrees every day, with several instances of heat stroke reported throughout the city. Failure to resolve this issue in a timely fashion has already forced me to reimburse my tenants for rent, and threatens to cause future loss of rental income if the tenants decide to move out (as I would) after two months without air conditioning during one of the hottest summers on record.

Desired Settlement: I would like HSA to complete the repair per the terms of the warranty contract which I have been paying for the last four years, wothout additional charges to me for those repairs. I would also like to be reimbursed for the two months that I was paying for the warranty and no action was taken ($122), as well as the $100 that I have had to reimburse my tenants for the lack of air conditioning.

Business Response: HSA apologizes for the delay and many inconveniences this has caused the customer. HSA is overturning the denial and offering the replacement of the compressor. And HSA associate will be calling the customer to discuss the next steps to get this claim moving forward as soon as possible. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company alleged that a damaged sewer pipe in my home was somehow damaged by us (the homeowners). They say it's not normal wear and tear. They are going by speculation by the plumber, who has no proof that we damaged the pipe. We did not damage the pipe. But HSA denied the claim without proof of what the cause was.

Desired Settlement: Plumbing expense: $300.00 estimate Drywall Repair: $300.00 estimate $600 settlement requested.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The warranty sent out a plumber due to me having a water leak. The plumber had to cut a hole in my ceiling and called the warranty service to tell them. They called me and told me it was an approved claim and that a drywaller would come out in a couple of weeks to fix the hole. After the plumber found the problem the warranty service then called back and said it was not an approved claim. They stated they would not fix my ceiling. I spoke with the********** and she stated that she could not find the phone call in which the warranty company called me and told me that oit was approved. She is refunding 1/2 of my deductable but I had to pay more than that as it was not approved.

Desired Settlement: The warranty company sends out a drywaller to fix my ceiling as I was told would be donew in the 1st place.

Business Response: An HSA associate called the customer to advise we will be covering to have the section of the ceiling that was accessed repaired to a rough finish. HSA apologizes for the confusion and inconvenience around this claim.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our new (old) home is covered unde the HSA Home Warranty (Policy **************). Under this policy, in the contract, it is clearly stated that the warranty covers damage from pre-existing, lack of maintenance, or rusting conditions. It also clearly states the condensate drain lines that are clogged from central air conditioners are not covered. Currently our airconditioner is leaking water through the furnace unit in lieu of the drain line due to a condensate pan that is rusted through. We opened a claim and paid $75 only to have the claim denied based on the fact that HSA does not cover rusted through pans. The reason is the drain line was clogged at the pan due to the condensate pan being rusted through. Is the pan not covered - when in writing - it is specificially covered? Even if the condition was pre-existing - does this not get covered by the text of pre-existing or lack of maintenance? I need help fighting HSA on this one.

Desired Settlement: HSA needs to honor thier written contract. The condensate drain pan should be replaced under the contract. Additionally - the contract states the furnace is also covered. As such, the ********** should also ensure other damage was not created from the condensation dripping directly on the heat exchanger in the furnace. Without this, thier words in the warranty are not valid and are in violation of a contract and are false advertising. HSA should cover the fix and all other damage to the furnace.

Business Response: HSA received the diagnosis from both of the *********** that were at the home. Neither one said the drain pan was rusted, but that the drain pan was coated with an anti-rust material that was breaking off and causing the condensate line to clog. HSA does not offer coverage for condensate lines and since the pan is not failing, HSA would not offer coverage. The unit was leaking because of the clog, and there was not an actual failure. Once the line was cleared the unit functioned properly.  HSA apologizes for the confusion regarding this claim, but will not be offering coverage. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/10/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I am the new owner of a home that had a hsa home warranty in the agreement. After 4 days in the house, we are having an electrical problem and when I contacted HSA they gave me the name of an electrician who I can't find any information about online, answered his phone "hello" and seems to have a residential address. When I asked for another option of provider, they said that they will give me the information, but if the charge is more than the first may have been, that I am responsible for the difference. So how do they arrive at the difference in cost? **** ***** electric is their first choice "based on a number of factors , including cost." per a ********** from HSA. So I am not getting the best electrician or nearly the best in the area, but the cheapest. This policy is not present in their pricing and coverage brochure revision 6/12.

Business Response: HSA works with hundreds of contractors across the United States. Determining our top vendors is based on a number of factors that include reviews from customers, response times, quality of work, and cost. All of HSA's contractors must provide current licenses and are background checked before they are able to be dispatched to any customers home. HSA apologizes for the inconvenience but assures we use quality vendors that go through a detailed process to be able to work with HSA. It looks like the ******** decided to use their own vendor. If there are any further questions regarding this claim I would suggest the customer call HSA

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Thank you for your prompt response to this matter.  I feel that the company is not being truthful in the fact that their vendors go through a tough screening process based on a number of factors.  It appears the only factor is cost of service.    And the fact that I am responsible financially,  in any way for requesting another vendor from them, is bad business.  The vendor they offered me answered the phone call... "hello"  rather than identifying a business name,  I can't find anything on the internet about his business, and when I look the address up on the map, it appears to be a residence.  Is that the type of electrician you would want to have in your home?  It is all very unprofessional.  
 Sincerely,

***** *******

Regards,

***** *******

 

 

Business Response: HSA does not require the technicians we work with to have a website.  If the ******** would like to discuss this matter further I would encourage them to call and speak with the ****** ********* ******* for their area.  

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I purchased a home with a one year HSA warranty. Our air conditioner stopped working. HSA sent a repair man three different times over the course of a month without fixing the problem. They finally decided to try and repair the internal compressor on a 22 year old unit. I asked if I could pay the difference for a new unit since their repair man suggested that the unit be replaced and not repaired. I was told multiple times that I would get a minimal amount of $869.58 towards a new unit that was over $4000. After faxing the receipt for the completed work and verifying with HSA that they received the fax, I did not receive a check after five weeks. I called back and they claimed they didn't have it. I asked for an email and verification of receipt of the scanned receipt. When the check arrived it was in the amount of $719.58. They claimed that the shipping of the compressor to the local repair company was the reason for the the $150 reduction. I was told multiple times that all of the deductions were removed and the balance was the $869.58

Desired Settlement: Because they would not send me anything in writing regarding the $869.58, I have no proof of what was told to me by more than one HSA claims adjuster. They are an extremely deceitful company. The air conditioner should have been completely replaced under the warranty in the first place.

Business Response:

The recorded calls were reviewed and the customer was quoted a cash out of $869.58 and not advised we would be reducing the amount by $150. HSA apologizes for the many inconveniences and time spent by the customer. A $150 check will be in the mail today.

The customer also mentioned he had paid $280 in non-covered charges to ***** ** *******. Did the customer in fact pay this?

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/31/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My home warranty specifies that a service person will do a home visit in 2 business days. My central air conditioning unit failed on Wednesday. It's now 9:30 p.m. on Friday, and the repair people still haven't come. HSA hasn't been able to reach the contractor to get a commitment when the contractor will arrive. To further that, when I spoke with HSA's "******** *******" people, they blamed me for not contacting them earlier to complain (I'd been trying to reach the contractor directly); they argued that 9:30 p.m. on a Friday night was still "business hours"; they said I should cut the contractor "some slack." Instead, I think they should stand by their contract; get contractors who live up to the terms of the warranties and who, at least, commit to a reasonable time frame (e.g.,4 hours?) to make a call. As it is, I live in hot, humid Philadelphia; I've paid hundreds of dollars for a worthless policy.

Desired Settlement: I would like HSA to find (or pay for one I find) a contractor who will do the work as set forth in the policy; further, I'd like their ******** ******* people to acknowledge that their siding with a contractor who won't pick up the phone for them or their customers is not someone they should have in their pool of contractors. Further, I'd like the ******** ******* people to acknowledge that this problem is not one that I caused and I am not at fault for not cutting the contractors "some slack." I'm not renewing my home warranty policy with HSA.

Business Response: The customer submitted the claim on 7/11 and the ********** went out to the home on 7/13.  The service company could not commit to a time since they had many other calls before the customer and each call takes a different amount of time (this is industry standard).  We have received the diagnosis and the claim has been finalized. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/31/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Several heating units on the upper/main level of our home are not working now - we purchased the home in May 2011. We called HSA - and they had us contact a service provider to check out the situation. They were called by the repair service before they started to check the heating units - and they called them after they had found out what the problems were... They are denying warranty coverage on 2 out of the 3 units that need to be fixed, as well as the labor cost to find out where the problems were with wiring and each floor/ceiling unit. We have provided home inspection information to HSA, as well as the bank appraiser's sign off - as to whether all was working well... There were a few "Request for Remedy" items that needed to be fixed before we purchased the home - and confirmation that the heating units worksed were included in this form. They are saying that the heating units did not work at the time of purchase, so they are not responsible to fix them under the warranty.

Desired Settlement: I would like them to cover the service and repair for the heating units that are no longer working in the home (minus the deductible, which we have already paid for) We have already paid $395 out of pocket on the day of the service call. We paid to have warranty coverage - and think they should be held responsible for following through with the warranty coverage.

Business Response:

The customer only has coverage for 2 heating units under the contract. Two of the systems failing (upstairs master bedroom and upstairs family room baseboard heat) were listed as failing on the home inspection. They would not have coverage under the warranty because the failures were occurring before the warranty coverage began. HSA did offer coverage on the upper level floor heating system.

HSA apologizes for the delay in this claim. It did take a while to obtain the correct information from the customer so a proper coverage decision could be made.

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Yes, I did send the inspection report for the HSA  to review. It did say that the heating in the upstairs living room did not work at the time of the inspection. Because of this - the heating was one of three items listed in the official "request for remedy" for this house, as it was an FHA loan. What they did not mention in their response, is that I also sent them a copy of the "official" appraisal approval - listing the request for remedy items, and this was signed off as "approved" for the FINAL appraisal/inspection. There were two appraisers there - pictures were taken - and everything was confirmed to be remedied.

I do not know why they continue to give credit only to the inspection - and not the final appraisal - which stated that everything was proven to be working at the time of the closing. Please enlighten me as to why one is valid - and the other is not. Thank you for your time and consideration on this matter.


Regards,

***** ******

 

 

Business Response: The Request to Remedy document that was provided was not sufficient.  It was simply an email that was typed and signed by someone.  We need a paid reciept showing the work was completed and the units in proper working order before we will overturn the denial.  The customer can fax the invoice to 877.638.1741 attention *******.  I will review it as soon as it is received. 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Below is what they said...

The Request to Remedy document that was provided was not sufficient.  It was simply an email that was typed and signed by someone.  We need a paid reciept showing the work was completed and the units in proper working order before we will overturn the denial.  The customer can fax the invoice to 877.638.1741 attention *******.  I will review it as soon as it is received.

There is no receipt showing work that was completed, because there was no work needed. The heating units worked. The inspector did not know how to get the heat pump to turn on - there was also a supplemental heat setting, and he did not have it set low enough. The **** ****** had to simply show us how to work the wall panel. Which is what we showed the appraisal group. It was working when they were here - it was working when we moved in... it is not working now. We were feeling very fortunate to have a **** ******* warranty service... until we actually called our warranty company. Thank you for your time.

Regards,

***** ******

 

 

Business Response: HSA apologizes the customer was not satified with their experience.  HSA was simply following the terms of the contract when making the claim decision.  A copy of the home inspection was sent to HSA and two of the failures were noted on the home inspection.  HSA did cover for the failure to the electric radiant system. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Home Warranty policy from HSA at the point of closing of my new home in May. My AC quit working when temperatures reached 103 degrees outside. I contacted HSA and they said their contracted service provider would contact me within 2 hours. HSA called me back 1 1/2 hours later and stated their services provider could not/would not respond. THey then instructed me to find another local service provider of my choice to perform the work. Further, they instructed me to have the service provider contact them at the point of diagnosis to gain approval of work. I hired ECS who met me at the house within 1 1/2 hours. They diagnosed the problem and stated that the circuit board burnt out due to low water pressure in the closed loop Geo THermal System. At that point, neither he nor I had cell coverage. Temperatures in the home had reached 86 degrees in the home and I instructed him to fix it due to Pets being in the house and I feared they would be overcome with heat. Further, the repair clearly fell within the terms of what HSA was to repair. He then added fluid to the system and replaced the circuit board. The total cost was $570. I then faxed the invoice with the ECS description of the diagnosis and repair to HSA. They stated the repair cost was reasonable but they simply needed to speak with the Technician to validate he performed the work and questions. This occured on two separate instances and HSA still refused to reimburse me my out of pocket expenses.

Desired Settlement: Immediately remimburse me my full out of pocket expense $570 with NO reduction of a deductible for my ridiculous hassle. ***** ********

Business Response:

HSA needs to speak to the technician that did the repair to be sure we have all information before making an informed claim decision.  There are currently a few questions HSA would like to ask the technician.  A supervisor at HSA has made several attempts to call the compnay with no response. 

On the first page of the contract it states:

 

PLEASE READ THIS DOCUMENT CAREFULLY. YOU MUST NOTIFY HOME SECURITY OF AMERICA, INC. (HSA) PRIOR TO ACTUAL

COMMENCEMENT OF REPAIR OR REPLACEMENT.

 

 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

HSA spoke with the contractor who performed the work on the phone, twice!  Yes, the Technician took his time, which was not to be compensated by HSA in any form, during a major heat wave (100+ degrees for 10 straight day today) to address HSA meaningless questions.  At this point, the contractor is refusing to engage in their amatuer and pointless questions.  The outstanding question that they left on my voicemail is that they need to know why the water level within the lines needed increased.  That is like asking why do you add air to a tire without replacing the tire??  Yes, ridiculous!  I firmly believe this company to be fraudulant.  It is my hope that BBB agressively pursues this as such.

 

Regards,

***** ********

 

 

Business Response:

HSA is not performing any fraudulent activities, but simply following the terms of the warranty. 

After further review HSA will be covering this claim.  Please be advised if another failure occurs to the heat pump, the warranty covers for component parts located within the interior of the residence.  If the failure is do the the loops or the water level is low due to evaporation, it would not have coverage under the warranty.  It is imperative that HSA has the ability to speak with the technician to avoid claim delays in the future.  HSA will be reimbursing the customer for the repair less their $75 deductible.  A check will be mailed for the amount on Tuesday 7/17. After further review HSA will be covering this claim.  Please be advised if another failure occurs to the heat pump, the warranty covers for component parts located within the interior of the residence.  If the failure is do the the loops or the water level is low due to evaporation, it would not have coverage under the warranty.  It is imperative that HSA has the ability to speak with the technician to avoid claim delays in the future.  HSA will be reimbursing the customer for the repair less their $75 deductible.  A check will be mailed for the amount on Tuesday 7/17.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is as close as I could get as a drop down. On June 6th I spoke with HSA to renew my warranty b/c we had a problem with our water heater that we wanted a plumber to come and review. The scam artist of a plumber came out on the 7th to tell us we needed a new water heater around 1:30pm. We waited until 2:30pm to find out we would not be getting anything fixed until the next business day. After dealing with this company on the phone with numerous ******** for over 3 hours on the 7th and not getting anywhere within 12 hours of paying for the new warranty, we requested our warranty to be cancelled. Now that I have the actual agreement in my hands I understand that this is held with another company not HSA because we live in KY. We want this cancelled and it shouldn’t be an issue as no money has been given to us for any work that we had done on the issue we reported. My time and money was wasted after a scam artist of a plumber came to my house telling me that I needed a whole water heater when it was a small $130 fix. We gave that man $100 of our money for scamming us and are very very upset with how everything has been handled with HSA. We just want this cancelled and for everything to just be done with. I have never had a company tell me that within 12 hours you are not able to cancel a product or service because we live in the state of KY. They should be responsible for their product and helping their customers. Come to find out after I started telling them that I would not be recommending their product to any of my real estate customers they then told me that there is a discount for agents. At that point I was so pissed off that it was never mentioned to me prior to or that I would even get a discount for being an agent.

Desired Settlement: We would like this warranty to be cancelled and refund all money they have charged us to our credit card. This should be a simple solution. In their contract it does state that if there is non payment the agreement will be cancelled. We are disputing this through our bank as well.

Business Response:

HSA apologizes for the misdiagnosis of the water heater. However, when a water heater needs to be replaced they have to be ordered and picked up by the**********. This often takes time as they have other appointments and customers that also need their services. The ********** advised the customer they could be out the next morning to install the new water heater. The ********** was not trying to scam anyone but was simply following procedures and his schedule.

The warranty is non-cancelable due to the state laws in Kentucky. HSA is responsible for our products, but have to follow state regulations.

HSA is covering the repair cost from Jolly's Plumbing. If the customer would be willing to send in the invoice from ***** ********** HSA will cover half of the customers deductible.

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID*******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


It states in the guidelines this can be cancelled due to non payment of the warranty. At this time still we are disputing the charge to our bank. I have sent them all of the documentation. 


Yes I understand they have other customers but they shouldn't waste my time if they knew what was needed when we called. I am more pissed off that it was a 130 repair and the plumber you sent out didn't take any time to see that your plumber was trying to replace the whole unit when it wasn't needed! We have been given the 100 we paid to the horrible plumber that HSA recommend but we DO NOT want a single claim reported and have already paid Jolly plumbing for the repairs. I noticed that in KY this is handled through a third party so HSA should send this complaint to the third party they contract to handle this. I have sent that company a letter as well. 


We just want this cancelled and if I was told that you couldn't do that I would've never renewed in the first place. So since I was never told this we will continue to dispute this until our money is returned.

Regards,

***** *****

 

 

Business Response:

HSA administers it's contracts in the state of Kentucky. The customer may be confused by the reference to HSA's Surety Bond in the state of Kentucky.
HSA has a Surety Bond in relation to it's Kentucky contracts to meet the financial requirements in order to do business in the state.

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


I still am not budging on this complaint. I want this to remain open until I know 100% this warranty is cancelled

Regards,

***** *****

 

 

Business Response:

  HSA cancelled the customers contract but requires a signed cancellation letter before releasing the refund. The letter has been sent to the customer via email. Once HSA received the signed letter, a refund of $374 will be release back to the customers card. ($440 less $66 refund already given less $40 cancellation fee).

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2012 Advertising/Sales Issues