Are you the Owner of this Business? ×
BBB® Accredited Business Seal

Are You the Business Owner of Home Security of America, Inc.?

If yes, click here to login.

Are you...?

BBB Business Reviews may not be reproduced for sales or promotional purposes.

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 13 factors. Get the details about the factors considered.

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

  • 298 complaint(s) filed against business

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

  • Length of time business has been operating
  • Response to 298 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

298 complaints closed with BBB in last 3 years | 124 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 25
Billing/Collection Issues 4
Delivery Issues 9
Guarantee/Warranty Issues 84
Problems with Product/Service 176
Total Closed Complaints 298

Customer Reviews Summary Read customer reviews

54 Customer Reviews on Home Security of America, Inc.
Customer Experience Total Customer Reviews
Positive Experience 7
Neutral Experience 1
Negative Experience 46
Total Customer Reviews 54

Additional Information

top
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
Ms. Sarah Hornung, Work Force Management Analysts Mr. Robert Lehmann, President and CEO
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.


Customer Review Rating plus BBB Rating Summary

Home Security of America, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A-.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1861 Ludden Dr

    Cross Plains, WI 53528 (608) 798-6000

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

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

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Phone Numbers

  • (608) 798-6000(Phone)
X

Additional Email Addresses

Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

4/13/2015 Problems with Product/Service
4/11/2015 Guarantee/Warranty Issues
4/11/2015 Problems with Product/Service
4/6/2015 Problems with Product/Service
4/6/2015 Problems with Product/Service
4/3/2015 Problems with Product/Service
4/3/2015 Advertising/Sales Issues
4/3/2015 Problems with Product/Service
4/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a home in April of 2014 which came with a HSA Home Warranty. Specifically, the owner paid extra to ensure that the heating and air conditioning units were covered. In April of 2015, I renewed with the company and paid an additional $450.00 for another year. My heating and cooling unit had no issues until February of 2015 when the system stopped working. Dealing with this company has been a nightmare. As of today, I had been without heat or air for 17 straight days. On the first day, it was approximately 20 degrees in ******** where we reside and I spent the entire day on the phone with this company attempting to get them to send out a technician. This began on Saturday. It wasn't until Sunday at approximately 5 p.m. when they told me that they had approved me to hire my own company. I found a company named **** that were willing to come out and fix it. They did so, and the next day, loud noises started coming out of the heater. I paid them out of pocket $358.00. After I realized it was not fixed properly, I called HSA back. They told me to have the same company come out, which I did. The company told me that this time, it needed a new blower motor. They were on the phone with the Home Warranty Company for three straight hours. They charged me $150.00 for my time. I paid that once again out of pocket. They explained in detail to the lady what they found with the blower. They made it very clear that there was no fresh dirt or damage on the blower. I was present for the conversation. They decided not to use **** because they quoted $1300 and they explained that they could get the parts much cheaper and they would send one of their own people out. I said that was fine, paid the **** guy, and sent him on his way. They assured me that I would receive a call the next day. I did not receive a call. To be clear, I did not receive ONE solitary call from the company through the 16 days that this claim was pending. I called every other day. Every day they told me that progress was occurring and that they would call me the following day. NOT ONCE did they follow through on that promise and I spent 17 days without heating or air. At times I was told that they were sending out a different company to work on it, at times I was told they were just going to replace the whole furnace. On March 16, I called them, complaining about their horrendous service, and I was informed by a very rude lady that "my claim had been denied." No explanation, just that statement. Upon questioning her, she claimed that it had been denied because "it was still covered by a manufacturers warranty so it wouldn't be covered by them." To that measure, they did nothing to contact the manufacturer; they certainly did not have the manufacturer come out and look at my furnace, and they made no effort to actually fix the problem. Instead, they have done absolutely nothing other than allow myself and my children to reside in a freezing house while waiting on them to get something done. I have reviewed my contract, and there is no mention of manufacturers warranties invalidating the HSA warranty. In fact, that makes absolutely no sense. WHY would someone buy an HSA Home Warranty if they weren't going to cover anything? Their second reason for denying me was that the motor was "dirty" and though the **** technician was exceedingly clear that it was obvious that the dirt was from years ago, and was not a recent project (a.k.a. a project from the old homeowners way before I moved in...), they claimed that I should have "cleaned it regularly." This is despite the fact that I moved in a year ago and CLEARLY I RENEWED THE HOME WARRANTY FOR THAT PURPOSE ALONE. This is absolutely one of the most dishonest companies I have ever dealt with. The contract clearly states that the purpose of this home warranty is for fixing problems such as the one I am currently encountering, and it is increasingly apparent that they probably treat all of their customers the same way. These are services provided (or supposed to be provided) in ********; the contract is in ********; I will sue in ******** if I am forced to. I

Desired Settlement: I would like my furnace fixed. I would also like compensation for the 17 days I have spent without heating and air while waiting on their response and the nights I had to spend at my parents house while I did not have heat.

Business Response: The blower motor is a coverable component and it would have also been coverable under the manufacturer warranty, however the failure was not due to normal wear and tear.  It was caused by the drywall dust and debris.  The homeowner's technician advised HSA that he would not be able to trade the blower motor in on the manufacturer warranty due to the dust and debris as well.  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,

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

 

 

3/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For more than a month now, I have been attempting to have my dishwasher repaired. I have been getting the runaround from HSA. Throughout this process they have been consistently unresponsive, to myself and the service provider attempting the repair. HSA has consistently been unresponsive to myself and the service provider. I have spend in excess of 25 hours on the phone (mostly due to the absurd 45min-1hour hold times). I have been mysteriously disconnected when speaking to a customer service representative (after said hour hold time) on 3 different occasions, with no return phone call. I filed the original claim on 2/13/15. HSA indicated that they dispatched ***** for the repair and I would be contacted within 3-4 hours. 24 hours go by and I not contacted. I call ***** and they indicate they never received a repair order. 2/14 - I call HSA back, wait on hold for an 75 minutes. They dispatch a new service provider, ********* *************. 2/23 - ********* ************* visits for repair. Technical replaced a blown fuse and indicated that it will most likely blow again. If it does, it will require substantial parts and labor to replace many components. 2/26 - the fuse blows again. I call HSA back, wait 80 minutes. They say they will contact the service provider. 3/3 - I receive a call from HSA indicating they have decided to replace the unit as it would be more expensive than repairing. They ask for the model/serial# of the dishwasher. I send them this information via email on 3/3, which is acknowledged via email reply on 3/4. Many days pass with no word. 3/10 - I call HSA, wait 65 minutes. Speak with an CSR who indicates that No, they are not going to replace the unit. They are going to repair it. I am subsequently disconnected with no return call. I call back, wait 60 minutes. Speak to supervisor who indicates that they will only order 1 of the 3 major components the technician recommended. If that does not work, they will continue to the second component, and so on. Each part take 5-7 business days to arrive when ordered. I am unsatisfied with this route. I speak to a supervisor who says that he will contact the service provider and call me back with "buyout" information. He does not return a call. 3/11 - I call HSA, wait 50 minutes. CSR indicates that they need information from service provider still. Speak to another supervisor (***). He promises to get the information and call me back. Never calls back. 3/12 - I call HSA, wait 45 minutes. CSR indicates that they will only allow $250 for the "buyout" option, which is only part#1 of 3. I say that is unacceptable, but they insist I have no other recourse. I accept and tell them to order the parts and repair as soon as possible. They say parts will be shipped to service provider and they will contact me to schedule repair. Many days pass. No call from service provider. I contact ********* ************* (no wait time), who indicate that they are waiting on the parts from HSA. 3/17 - I call HSA, wait 50 minutes. CSR puts me on hold for an additional 15 minutes. When he returns he says that they needed the part #s. Indicates that NOW he has sent the part #s over to another dept to be ordered. All of this is compounded by the fact that my dishwasher is still not repaired, and by all evidence thus far, will not be for at least 2 months, if at all.

Desired Settlement: I am replacement of my unit and reimbursement of my monthly fees, as I have received no benefit from them whatsoever and feel that HSA has acted in bad faith in regards to this repair.

Business Response: HSA apologizes for the long hold times and the inconvenience to the homeowner.  HSA is refunding the homeowner the $75 deductible as a customer service gesture for the delay with this claim.  The parts were ordered on 3/17/15 and were delivered to the vendor 3/19.  If the vendor has not contacted the homeowner, the homeowner can call them to schedule the repair. 

3/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Said furnace would be fixed and after 6 visits still no heat. Said the costs will be covered and the contractor admitted "our problem slipped through the cracks." HSA has sent me weird generic emails promising to fix my problem, which they claimed was covered 3 months ago... Still no communication, or heat.

Desired Settlement: I have 2 small children and it is hard to restart the furnace many times a night to keep us warm.

Business Response: HSA records show that on 10/6/14 a heating claim was filed and was paid out to the vendor on 10/27/14 and 11/2/14.  HSA was not notified until 2/13/15 via email from the homeowner and HSA put the homeowner in touch with the vendor.  As of 2/18/15, HSA has reviewed with the vendor and confirmed the repairs were completed and advised the homeowner if he had any issues with the furnace to call HSA to file a claim, which has not been done at this time.

3/27/2015 Advertising/Sales Issues
3/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I moved to this address not quite a year ago and the warranty was added by the seller since I was making a purchase site unseen. The first week I had several issues and called to see what would be covered. To my surprise, nothing was covered. Here's the list: broken water connection at the street (this I can understand not being covered) existing washer not working - broken washer connection (plumbing that I had to replace) dishwasher not fully functional (water does not drain out) - a contractor and 2 plumbers told me the water heater would fail soon - I had to have the house waterproofed at the foundation due to excessive moisture and mold - the refrigerator has an internal leak and I have to keep a towel inside to catch the moisture. To date with what I have had to fix/replace, I'm out close to $3500. I still have the refrigerator, dishwasher and hot water heater. For weeks now I've been getting emails, letters and calls to renew my policy. I'm considered a "preferred customer" because of my claim history? Why, because I didn't get anything fixed? And some of the communication even mentions replacing appliances. No one at HSA has been able to address my issues other than informing me that nothing is covered. My HSA# ************

Desired Settlement: Would like to have my failed/failing appliances replaced and a reasonable explanation as to why all the plumbing repairs were not covered. And if they should have been, I would expect a refund. Job tickets and inspections available upon request.

Business Response: Four claims were faucet or hose bib failures and those are not covered under the HSA warranty, unless the 7 star is purchased.  This contract does not have the 7 star.  The other claim was a structural failure and the HSA contract does not cover structural issues.  This issues with the refrigerator and water heater would not be covered as the failures were not reported during the contract period. as the contract expired 3/10/15.

Business Response: The contract is mailed to each homeowner for their review and the contract clarifies any upgrades or options can be added within the first 60 days of the contract.  The contract is very specific to what is covered and not covered.

Consumer Response:

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. When your employees can't even speak to what's in a contract, then you have failed. I will continue to warn others.

Regards,

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

 

 

3/22/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I was a two time repeat customer with HSA Home Warranty. Last year my furnace was unable to maintain a comfortable temperature; I set it at 70, but the house temperature remained at 60. I created a claim with HSA and they sent a technician from ******* ******* to come look at the problem. This technician came in and looked in my furnace, changed the air filter, and eventually came to the conclusion that the thermostat was the problem. He changed the thermostat, and though my furnace seemed to struggle, for a time it appeared the problem was resolved. This winter, I had the same symptoms as the year before. I again created a claim with HSA and they sent a technician from ****** **********, who came out and ran tests on my furnace. He concluded that my heat exchanger had multiple cracks and the entire furnace needed to be replaced. While he was running the tests, he had told me that my furnace was both a dinosaur and that the air filter did not really accomplish anything. HSA called me the next day, and told me that ****** had told them that the failure was due to a lack of maintenance, and that they would not pay anything. I argued that the symptoms were the same as the year before, and if maintenance was required, I should have been told about it then. The HSA rep told me that the tech from ******* had likely not looked at the furnace at all since the problem he found was the thermostat. I argued he had started with the furnace, changed the air filter, and then decided the problem was the thermostat. The HSA representative told me that he would be willing to look into whether the furnace had required maintenance the year before. I asked him to please do that. I called ****** ********** the next day to find out what was required for maintenance, as I thought I was only required to change the air filter regularly. They said that it is required to have a furnace cleaned every year before you turn it on. She asked me if I had noticed a water leak near the furnace, since there were clear indications that there had been water damage to the furnace. I told her there hadn’t been since I lived there. She asked me how long I had lived in the house, and I told her 2 years. She said the problem looked bad enough that it had been there before I moved in. I waited two days for HSA to call me back about their investigation. The temperature was below 20 both days I waited. The call did not come. I finally called them on Friday and they tried to tell me again that the ******* tech hadn’t necessarily looked at the furnace. I argued against that, and they told me they had been unable to get a hold of ******* *******, but they would continue to try although they were leaving in about an hour. I waited for the return call through the weekend and until Wednesday of the next week; all the while temperatures ranged from 6 degrees to a high of 42. Typically, the temperature was below 20. Finally, I called ******* myself and they answered on my second call which occurred 5 minutes after my first call. I called HSA right away and again they tried to say the thermostat was likely the only thing the ******* Tech had looked at, I argued again, and the representative told me to hold so she could call *******. After about 2 minutes she came back to say that she got ahold of ******* and that the technician sees so many furnaces he does not remember mine, and that when he was there he might of said something to me, but that whether he told me or not is unimportant since maintenance is not HSA’s responsibility and they still weren’t going to pay anything. I feel wronged. HSA does not list the required maintenance for the furnace in the contract I signed. The furnace was in the house when I moved in, so I did not have the manufacturer’s documents to know what is expected. I was left in the cold for a week, waiting for a call that never came, only to find the investigation we were waiting on consisted of asking a technician from a year ago if he remembered the furnace in my house needing maintenance. ****** ********** and the technician from Abetter Air who has now changed my furnace agreed the problems in my furnace existed for years. I trusted the technicians from HSA to tell me what things were occurring that needed to be done. HSA is not responsible for paying for the maintenance of my furnace, but the people they supply are expected to give me the information I need. They should also be responsible for protecting their customers. I was left waiting in dangerous situations due to severe freezing temperatures and no heat source. Leaving me waiting for a week was wrong. I think HSA should have to pay half the price of the new furnace I bought $1,500/2 = $750 because I would have had the furnace cleaned if it was made clear to me that was required. When the new furnace was installed, I asked if I need to have it cleaned every year. He said no. I also don't believe it can be proven that the failure of my furnace was due to a lack of maintenance, the sticker on the side says 1992 which would mean the furnace is 22+ years old, which is much older than the expected expiration date of a furnace.

Desired Settlement: I want HSA to pay half the price of my furnace. I want HSA to list what is required of their customers for the equipment they represent. I want HSA to take responsibility for the technicians they send, and to protect their customers by acting in a timely manner when the customer is in a dangerous situation.

Business Response: The denial stands due to the failure of the furnace was caused by lack of maintenance, which is not covered under the HSA warranty.    HVAC systems do need to be cleaned and maintained at least once to year.  The technician stated that this unit had not been cleaned in years, which resulted in the failure.

3/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 2/10 at 9am, I contacted HSA by phone, their recoding stated that I had a 20 minute wait, and I was encouraged to complete my claim via online services. I did so. I completed the form, documenting clearly that the reason for the claim was that my "gas line to my water heater was not up to code per the gas company" Originally, they dispatched, erroneously, ****** ********** to my home, which does not service gas lines and they rejected the call. Then, * *** * ** ***** ***** was discharged to my home. they stated they would be there on 2.11.15 between 10 and 2pm. They arrived late and I was not even contacted til about 2pm. The service man stated that the call was not covered and I was responsible for 75.00 service deductible. I contacted HSA and spoke with supervisor, ****, at 2:40pm on 2/11/15 and he stated that the 75.00 fee was not able to be credited. I explained that I, at HSA's recommendation, because they do not staff their phone lines adequately, I filed the claim online. He stated "our claims are not reviewed, when an online form is completed, we dispatch the appropriate company. I asked how they knew what company to dispatch if they don't review the claims. He said they only review the type, as in gasline, of claim, not the reason for it. He said, "had a representative spoke with you they would have told you that your claim was not covered" I asked if the 75.00 fee could be credited because the claim should have been rejected and if someone would have reviewed it, they would have told me it was not covered. **** insisted that the claim would not be covered and suggested send it to a supervisory group to be reviewed. I have done that.

Desired Settlement: Refund of 75.00 deductible fee, as nothing was done by HSA or J and A and the claim was not valid and should not have been accepted or service people be dispatched. The service man did nothing to the property and was not there but minutes, he told me what I had already documented to HSA that the gas line was out of code. I was already aware of such information.

Business Response: The $75 service fee is for the technician's time out to the home, whether or not the claim is approved.  The technician still went out to the home and diagnosed the failure, and upon his diagnosis it was found that this is not covered under 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.

I am not satisfied with the companies' response and their ignorance of the reason for my complaint.  Description of Complaint: On 2/10 at 9am, I contacted HSA by phone, their recoding stated that I had a 20 minute wait, and I was encouraged to complete my claim via online services. I did so. I completed the form, documenting clearly that the reason for the claim was that my "gas line to my water heater was not up to code per the gas company" Originally, they dispatched, erroneously, ****** ********** to my home, which does not service gas lines and they rejected the call. Then, * *** * ** ***** ***** was discharged to my home. they stated they would be there on 2.11.15 between 10 and 2pm. They arrived late and I was not even contacted til about 2pm. The service man stated that the call was not covered and I was responsible for 75.00 service deductible. I contacted HSA and spoke with supervisor, ****, at 2:40pm on 2/11/15 and he stated that the 75.00 fee was not able to be credited. I explained that I, at HSA's recommendation, because they do not staff their phone lines adequately, I filed the claim online. He stated "our claims are not reviewed, when an online form is completed, we dispatch the appropriate company. I asked how they knew what company to dispatch if they don't review the claims. He said they only review the type, as in gasline, of claim, not the reason for it. He said, "had a representative spoke with you they would have told you that your claim was not covered" I asked if the 75.00 fee could be credited because the claim should have been rejected and if someone would have reviewed it, they would have told me it was not covered. **** insisted that the claim would not be covered and suggested send it to a supervisory group to be reviewed. I have done that.
A supervisor for HSA admitted they should not have accepted my claim.  Additionally, they claim to have 'made a diagnosis' however, my claim contained their purported diagnosis.  The gas company had already made me aware that the line was out of code and needed a drain catch.  They did not give any diagnosis than I was already aware of and included in my written online claim.  The service an spent minutes inside of my residence, providing no information or assistance.

Regards,

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

 

 

Business Response: The claim was filed online and HSA cannot determine coverage until the licensed technician reports the diagnosis of the failure to HSA.  The contract supports the technicians time out to the home and the $75 deductible stands.

3/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called HSA 3 times this morning and was disconnected each time. How can I get service? At their website, I found no place to ask questions. Please help!

Desired Settlement: Answer to my concern about warranty I have with them on my refrigerator.

Business Response: The claim was filed online and referred to ***** to call to make an appointment.  HSA has not receives the information on the failure from ***** at this time.

Business Response: A customer service representative called the homeowner and the homeowner stated she did not want to proceed 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.

They did not tell you everything!  I am so done with this outfit.  They are rude and tend not to customer satisfaction!  They have not handled the situation right.  They screwed me over on my furnace issue.  To me, the are not customer oriented!

Regards,

***** ******

 

 

3/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I used my HSA Home Warranty to get our furnace fixed. The company they sent out to our house was ****** **********. This company left us without heat for 3 weeks in single and negative digit weather. After one week of them coming to our house to diagnose the problem they were still "researching" the parts. I have 1 year old twins so I had to have heat where they sleep, I called a different company to fix the furnace. Come to find out ****** ********** was not even going to be fixing the furnace the proper way. They were just doing the job the cheapest they could do it, without replacing and installing the other proper components. After discussing this with a supervisor he said there would not be any problems with HSA paying the $660 to get the furnace fixed the proper way. After many hours and much aggrevation, HSA did not stand behind what they said and are only offering us $450. This is completely unacceptable to first of all leave someone without heat in their home for 3 weeks in single and negative digit temperatures, but also promise your customer you will give them a certain amount of money and then come back and tell you know. This company is a scam and I would never recommend them to anyone I know and being a real estate agent I would never sell a HSA Home Warranty again.

Desired Settlement: I would like to receive the full $660 that HSA home warranty said they would refund us for paying for the services up front.

Business Response: The homeowner was advised that HSA would adjust the pricing to what the HSA affiliated vendor would charge for the same repair and homeowner was aware that there may be pricing adjustments.  The approved amount for the repair is $450.00 and this stands as the homeowner was advised of proper procedures.

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 was speaking on a recorded line when I spoke with an approval person. ****** ********** was not going to fix my furnace the proper way. They only were going to  replace the heat kit, but due to the over heating and over amping of the furnace, the furnace needed a new control board and transformer. HSA was going to pay $450 to ****** ********** to ONLY fix the heat kit. Which was the improper way to fix the furnace. How could I have trust in a company who was going to fix my furnace wrong?? Once again, $450 was for ****** ********** to replace ONLY the heat kit, not the transformer and the control board. I also do know that I was talking on a RECORDED line with an employee at HSA home Warranty and the guy helping me said it should not be a problem to pay the $660 for the 2 extra parts needed to fix the furnace the PROPER way. This company is a complete scam, and they do not want to pay to have things fixed the PROPER way. I do not want anyone even touching anything in my house if they do not know how to fix something the PROPER way.

Regards,

***** *****

 

 

3/6/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like HSA to cover the expense of the furnace repairs. I have already paid the deductible.

Business Response:

The claim was denied due to the failure to the secondary heat exchanger is a pre-existing condition.  Per the service technician, the amount of deterioration to the secondary heat exchanger could not have occurred since the inception date of the contract, which was 1/21/15. 
 
In addition, this unit is under the Carrier Secondary Heat Exchanger recall and there would be no coverage as it has a manufacturer recall.  The technician has to go through the manufacturer to get parts and work out credits and is not covered by 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.

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

 

I understand they believe this was a "pre-existing condition" because the damage could not have happened in a week. However, as a new homeowner, isn't this the reason to get a home warranty? How could a person buying a house know about this condition beforehand? I am not HVAC certified and did not know this was a problem or I would have had it fixed before I bought the house.  What I do not understand is pre-existing or not, this should be covered under the home warranty or what is the purpose of a warranty in the first place? Also, I called the company who placed the furnace and they said it was not a recall. There was a default which was given an extended warranty. Therefore, the previous homeowner wouldn't have needed to fix anthing until the part malfunctioned, which unluckily happened to occur only a week of my owning the home.

Regards,

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

 

 

Business Response: The HSA contract does not cover detectable pre-existing conditions when they are able to be tested by either visual test,  or simple mechanical test and/or safety test performed.  The homeowner can contact ************* for further assistance.

3/3/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: HSA home warranty for a Oil Based Boiler. A working and operational Oil Based Boiler: Serviced two days after a FULL SERVICE by KEIL Plumbing & Heating, INC. - burned out and then was then inspected by a HSA "certified" technician ***** ***** ***. After the inspection ***** ***** ***, claimed in writing on a service ticket that the system was condemned. The report stated nothing about the unit being poorly serviced and stated verbally there was the "possibility" that the unit was poorly serviced there was no proof of such. HSA is refusing the claim and under discrepancy of the written and verbal claims from ***** ***** *** and KEIL claiming to have a good service reputation the full amount of warranty coverage should be allowed

Desired Settlement: Full warranty claim payment

Business Response: HSA is reaching out to ***** ***** *** for more information and will contact the homeowner once information 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.

[first: "thick" not "think". second: The parts listed where for routine maintenance of the boiler including filters a new check valve Nd a slider to control the air ratio and position the igniter. it is my beleaf the boiler gave out and the bolt broke. river cities "opinion" in the court of law is substantial at best.... and holds the same as Keils who stated a regular maintance was all that was done. also the maintance was witnessesed by three people who all state NO Damage occurred as a result of Keil! once again ALL documentation states otherwise, even that of ***** ****



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

Regards,

***** ******

 

 

Business Response: If the homeowner has documentation of service reports, HSA is willing to review them.  Please send to ********************* attention ******.

3/3/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I received an HSA warranty when we purchased our home. When the first year of the contract was up we decided to renew for another year. Recently when I was in the basement and my wife was in the tub I noticed water leaking. I reported the issue to HSA and they sent a service technician from Triangle Plumbing on Friday, Jan. 23, 2015. The plumber and I looked at the tub drain lines from the basement opening underneath the bathroom. The plumber pointed out to me a hole between the tub and the overflow drain line. He told me that my tub waste and overflow assembly were leaking and needed to be replaced. He explained to me that it consisted of the overflow plate, overflow drain pipe, drain, shooing drain pipe, which then would be tied into the drain line. On the receipt he gave me when he left it says "tub waste overflow leaking, needs new tub waste and 1 1/2" glue p-trap and line coupling. HSA has partially denied the claim on the grounds that "modifications to facilitate repairs" are not covered. They did state that they would be willing to cover the "tub waste part that is mechanically failing" but would not cover any pipe, despite the fact I have drain pipe coverage, because according to the "licensed technician it is not mechanically failing". I have asked them to specify what the part thats mechanically failing is and they can or will not. They only repeat that they "will cover the part that is mechanically failing." I even asked if that meant that they would cover everything between the p-trap and tub and again they only repeated that they "will cover the part thats mechanically failing." My tub waste assembly does not have have any linkage, stopper, or other mechanical components. It is simply a plate on the inside of the tub that screws to the overflow drain pipe inside the wall. If the leak is covered and replacing pipe is required to fix the leak then the pipe should be covered, especially my a warranty plan that also covers pipe. I have even offered to take photos to email to HSA in order to show them that it is all connected and one issue not a leak and separate pipe modification. They refused the photos and have just passed me from representative to representative.

Desired Settlement: I simply want HSA to have the leak repaired. If they will not cover the full cost I would like an itemized, detailed, explanation showing what parts and labor they are covering and their cost, along with what parts and labor I am being asked to cover and their cost.

Business Response:

The HSA contract covers only the primary failure, which is the waste and overflow component part. In order to replace this, the existing piping is not compatible for the proper repairs to be done and needs to be replaced.  As the existing piping is not failing, this replacement piping is not covered per the terms and conditions on the contract.

Homeowner--$200 for parts and labor for the overflow pipe, $295 for parts and labor of approximately 4 feet of new piping that needs to be upgraded to PVC piping.

HSA-$130 for a flat rate for these repairs.

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.

This rejection is only to keep the complaint open. HSA has agreed over the phone to give me the full $130 as requested if I would would supply a receipt when I purchase the parts. I have purchased the parts and submitted the receipt but have been waiting almost a week for a check or call back about a check being issued. Again we have a verbal agreement and resolution but I will not consider this matter settled until I have received the check. 

Regards,

****** *****

 

 

Business Response: HSA has already approved the $46 that is set to be mailed out on 2/20/15.  This is in addition to the $84 that was mailed out on 2/17/15.  This is a total amount of $130 that is being paid to the homeowner.

3/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Did not provide service nor refund on parts. I woke up Saturday morning without heat. I tried to take the correct steps to call HSA to report a claim and NO ONE ANSWERED. After being on hold for 30 minutes, I went online and reported a claim. No one ever came out for service call. I called HSA Sunday and Monday, again waiting on hold for 1/2 hour at a time, no human being ever picked up the phone. My husband did repair the heat because #1 our house was below 50 degrees and it was snowing and #2 he's a certified HVAC tech. When I finally reached a service representative this morning (after being on hold for 45 minutes and being transferred 2 times), I told them that all I wanted to do was be reimbursed for the cost of the parts. They told me no and that they would deny the claim up front if a service tech came out on this service call because my husband had already repaired it. Horrible customer service. After looking up this company, I found they have a horrible track record and I am not the only one that has had this problem. They should not be allowed to be in business. They are a sham.

Desired Settlement: I just want the $186 I spent on the parts.

Business Response: HSA has already approved the reimbursement of the additional $173.17 that will be mailed out on 2/20/15.

3/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dispute over items covered under warranty. Been working with HSA for 3 months to resolve issue. Have contacted numerous times with no response. We had a problem with our HVAC system on May 7, 2014 and I completely forgot that I had a home warranty from the purchase of our home the previous March. The first HVAC company we called (***** Heating & Cooling) came out and indicated on the receipt the motor was stripped on our zone heating and cooling system. They could not repair it because they did not have the parts. HSA reimbursed me in November $78 for the service call. The continued repair on the zone system is clearly a warranty issue that HSA should cover the cost and is clearly documented. At the time (May), we were not getting the proper AC into the house so the ***** tech removed the zone flap and motor and cut the wire to it. That meant there was no zone system anymore, but it also was a temporary fix to get the AC flowing in the house. No further work was done on the HVAC until November when we noticed our heat pump and furnace were not keeping up in cold temperatures. We wondered if it was the thermostat and a friend, **** *********** (an HVAC tech) replaced that. It did not solve the issue. My realtor then reminded me of my home warranty when we bought our house in March 2014. I called HSA and gave them all the receipts from previous work done on the HVAC system. As I indicated before, they reimbursed me the deductible for the ***** service call (mentioned earlier) and accepted the premise that the zone motor was stripped, yet not repaired. They did not accept the **** *********** claim because the thermostat was "improperly wired," which I am okay with. On November 25th 2014 when we started having issues with the heat, after reimbursing for the May visit they sent out ****** ********** on November 25th, 2014. On their service order ****** ********** indicated there was a problem with our heat. The service order says only 2 of the 4 elements were getting power and that the temperature sensor was giving an error code and out of range. Two issues that should be covered under their warranty. They have denied all claims by saying, first, they have no proof the zone system was broken and thus, covered under warranty. However, the first work order from ***** clearly indicates this fact. Second, they have also denied to fix the two elements in the furnace and the temperature sensor by saying I need to fix the zone system on my own dime first before they will come in and fix these other issues. Per their warranty contract, they should be repairing the entire issue. I am in possession of all service orders for proof of my claims contained herein. The most challenging part is the very poor customer service I received. I have called them over-and-over and been told "we are putting you in the queue and will call you tomorrow." They only actually return your call about 30-50% of the time. I finally got a hold of the customer service supervisor named Anna at extension 6509. At first, she was doing well returning my calls and working diligently on my claim. However, once I reminded her of the service order from ***** indicating my zone system broke on its own and was not workmanship error which should result in HSA fixing the entire thing, she has neglected to return my calls. I have left 4 messages on her voicemail over the past two weeks. She has returned none of them and is effectively ignoring me. My home warranty period ends in March and I am concerned they are dragging their feet to get me out of my warranty period.

Desired Settlement: All I want is the issues with my HVAC system to be repaired/replaced as they should be per their warranty contract. We have spent all Winter in a house that doesn't get above 65 degrees due to these issues. Furthermore, certain parts of the house stay in the 50's due to the broken zone system.

Business Response: HSA has spoken to *****, ****** ********** and the homeowner's own second opinion, who stated that it was wired improperly.  He bypassed the dampers so they are no longer being used and stated that equipment was new , but someone left existing dampers there and just wired around the unit.   Second opinion technician stated the air handler was improperly wired with  no other mechanical failures.  The HSA contract does not cover improper installation or faulty workmanship. 

3/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a home last year. A part of the transaction was a home owners warranty through HSA. The warranty is supposed to cover mechanical issues with the home. Our furnace went out. The contract says they will either put in a unit of their choosing or give you a cash allowance towards one of your choosing. If they put in the unit they won't pay for necessary duct work to hook up the unit which costs over $1000. If I put in the unit it costs approx $3400 and they'll only give me just over $1000. I want to choose a unit of my own...and I'm going to be out around $2400 that they won't cover.

Desired Settlement: I would like for them to pay the entire cost of the replacement less my deductible and less the rebate I'll get from the utility company.

Business Response: The homeowner's contract does not cover installation modifications, permit fees and disposal fee, which came to $1101.70.   HSA approved the $1106.40 as a cash out amount as this is HSA's cost for standard labor, parts and pick up fee.  HSA needs a copy of the paid invoice to reimburse the homeowner.

2/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: HSA denied claim to have furnace fixed. A week after purchasing the house, the Bryant furnace stopped working (2/3/15). I called HSA who sent an HVAC company out to look at it that night. He determined the problem was the secondary heat exchange and told me he would call HSA in the morning to see what they would cover. HSA called me late that next afternoon and denied the claim because "the particular model had a known recall with that part." When I called the company from which the furnace was purchased, she explained it was not a recall but a known default for which they extended the warranty. The lady from HSA told me that since this problem was one that did not just happen in a week, my claim would be denied. When I asked how, as a new homeowner, I would have known that the model had a possible problem she said I should try and get recourse from the previous homeowner or the home inspector. I asked how that would be possible because if the part was not broken, they did not need to fix it because it wasn't a recall and she replied that the claim is denied because it was a known problem that did not happen in the week I had the warranty.

Desired Settlement: I would like them to cover the price for the needed part and the labor charges because I had already paid the deductible.

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

2/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:   False advertisement on HSA saying emergency service is available 24 hrs a day.  They need to reevaluate their vendors to make sure that those vendors are companies that can accommodate emergency situations.  I felt that both my situations were emergencies and I shouldn’t had to wait until the next day or so.On Tue, 10 Feb at 11:40 am , ******, ********* <***************************> wrote:Good morning – I’m writing to put in 2 separate complaints.   First one was Saturday, February 7, 2015 around 9:00ish (pm) for a plumber.  At the time I called in to report my claim for my gas water heater wasn’t working, it wasn’t considered an emergency at that time and was told someone will contact me on Monday morning.  On Sunday, February 8, 2015 I smelled gas so I called BGE they came out and detected there was a leak on the main house line.  At that time the gas had to be cut off to the house which left me without hot water and heat.  I called HSA back and told them the situation and they told me that now it’s considered an emergency.  So, they put me on hold and said that ******** ******** would be contacting me.  I never heard from them so I called the plumbing company and left a message.  ***** from that company called me back around 1:30pm Sunday, and she told me that when my claim was first sent over to her it wasn’t considered an emergency and her man has left for the day.  So I called HSA back to let them know about ******** ********.  I was placed on hold then was told that ***** ******** * ******* would be calling me to come out to my home that day which was Sunday.   I heard from that company around  4:00ish pm and was told that they had a lot of emergencies and that im on their list.  I waited over 4 hrs and never seen or heard back from a technician.  I called HSA back to let them know and was told that if they said they were coming they will be there.  I kept calling the emergency number for that company and nobody answered.  I called HSA back at 10:00pm and was told that they would give me authorization to find someone on my own.   Unfortunately, at that time it was late,  I was exhausted, fed up and had no hot water or heat.  HSA then left message with ********* ******** to reach out to me on Monday morning.   I called HSA back Monday morning and spoke to a supervisor name Angie explaining to her the situation and was told that ***** ******** * ******* will be contacting me.  Angie did accommodate me and she split the deductible in half.  I called ***** ******** and was told that a technician would be at my house between noon & 4:00pm.  At that time I asked the lady was that company considered an emergency vendor and she told me no and that they never told HSA they were and that once they receive a claim they have 24 hrs to respond.  I felt like I was getting the run around being that HSA reached out to 3 different plumbing companies and none were able to accommodate my emergency need.  I had no hot water, no heat and I have kids.   ***** ******** arrived at my house around 4:15pm yesterday, Monday, February 9, 2015 and fixed the hot water heater.  After the plumber did what he had to do I cut on the gas furnace being that the gas line to the house was cut back on.  It started up but never produced heat.  It was blowing cold air.  I called HSA around 5:50pm to report this claim that my furnace wasn’t working properly and was told its considered an emergency being that it was below freezing and I have children in the home.  I was told that ** ******** **** should be calling me to give them at least 30 mins.  Well, I never heard from them so I reached back out to HSA around 7:30pm to see if they can get another heating company and was told the **** ****** ******* will be contacting me to give them at least 30 mins to an hr.  Well, never heard from that company so I called HSA back at 9:15pm and was hold for over 45 mins before someone answered my call.  So, now its 10:00pm and was told I have authorization to go outside of HSA vendors.  Again, its late, im exhausted and fed up and in the cold with kids.   I did reach out to BGE home to see if they could accommodate my needs but unfortunately I wasn’t a customer of theirs and they wasn’t able to assist me.   So, woke up this morning, Tuesday, February 10, 2015 to a cold house of 55 degrees with children and ice outside; very unacceptable and not good!!  I called HSA this morning at 7:53am to see which vendor was going to come to my house.  At that time it was **** ****** ******* who gave me a time frame between noon & 4:00pm.   Then I get a call from ** ******** **** who said they could come out in 30 mins since they had a cancellation and I told them yes that’s fine.  I called HSA back and requested to speak to a supervisor.  I spoke to a supervisor name ******* and told her the situation and that I just experienced the same situation with a plumber.  I asked if she could accommodate me and at least split the deductible  which she said at the time that they did what they were supposed to do and that she couldn’t do that.   I truly believe that these vendors need to be reevaluated because with my experience the vendors aren’t really emergency vendors.   False advertisement on HSA saying emergency service is available 24 hrs a day.  I did pay my full deductible of 100.00 to ** ******** **** which I truly believe I should not of had to.   Im not sure what else needs to be done but I do feel that HSA let me down and didn’t considered my situations as emergencies.   I can be reached on my cell number ###-###-#### for further discussion.  Thanks for your time. 

Desired Settlement:  I’m seeking to at least get half of what I paid out $150.00 and that HSA carefully reevaluate their vendors to avoid any more complaints that may come forth from their customers. 

Business Response:

HSA apologizes for the inconvenience to the homeowner on these claims and will refund $50 of the $100 deductible that was paid to the furnace technician. The is in addition to the $50 that was paid to the plumber. 

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,

 

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

 

 

 

2/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: -I filed a claim on 2/10/15 regarrding a water heater busting from the bottom and leaked out about 30-40 gallons of water into the first level of my home. This happended after midnight and was discovered by my neighbor who also experienced water damage in their town home unit. The warranty that I pay for monthly for $62 is supposed to pay for water heater mechanical breakdown due to wear or tear and even improper installation. HSA made an appointment for a plumber (A Total Services) to come to the home on 2/11/15. He came and stated that the water heater was leaking and needs to be repair but due to improper installation that put stress on the tank and water pipes, also it looked like the unit has been tampered with because the bottom was loose. I explained that the water exploded from the bottom of the tank, I am assuming busting the panel halfway off. HSA is saying they are denying the claim because the Plumber said it look like a crow bar was used to pry the bottom of the tank open. I live alone with a six year daughter and I do not own any heavy tools, ex. a crow bar or pliers for that matter. This is the second bogus excuse they have given me to prevent for paying for a repair, but continue to take my money monthly. I asked for a second option which they said I can pay for, but I fee that should not be necessary because let be clear the water heater is almost 10yrs old, it came with the townhome when I bought it in 2005. I have not reason to tamper with anything in my house that causes my child and I to be displaced, and stressed going back and forth with HSA. Please help, I have photos of the tank and witness that were in my home at the time the water was flooding into my downstairs area.

Desired Settlement: I would like for the replacement of the water heater covered under improper installation or simple wear and tear due to age of tank.

Business Response: As of 2/16/15, HSA approved the replacement of the water heater and the homeowner was advised of this.

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,

 

****** *****

 

 

 

2/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: HSA company install microwave hood incorrectly and will not correct the situation after agreeing that what I said was true. after the installation on a new microwave hood. The contractor who was dispatched by HSA install it incorrectly and damaged my cabinet in the process. I contacted HSA and sent pictures. This has been going on since Oct of 2014. after many attempts to resolve this issue HSA will not contact me at all one of the agents also suggested that it is my responsibility to have it fixed they only dispatched the vendor . I just purchased my home last year 2014 and find that the practices of this company is wrong it is their responsibility as a insurance company to fix what you contracted for. if the vendor they supplied will not fix what they destroyed then the insurance company is responsible to supply a new vendor. It is the end of January 2015 and nobody will help me out. Another one of HSA employees stated that in order for them to continue I need to renew my contact. Unfortunately this will not happen. Can you help me resolve this issue please. Thank you Stephen Watson

Desired Settlement: I want HSA to either fix the damages or pay for the damages to my cabinets and incorrectly installed microwave hood oven.

Business Response: HSA apologizes for the delay and has requested the vendor manager department to review and advise of next step in order to assist the homeowner.

2/8/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Primary dispute is over a furnace motor replacement. Initially my furnace motor failed on Saturday January 10th. I have a new home and was provided with an HSA home warranty as part of the purchase. I contacted HSA and they approved emergency service and sent out a contractor to whom I paid my $75 dollar deductible. This contractor informed me that he was not a Carrier dealer and he would have to wait 2 days to secure a part. I contacted HSA and advised them I needed emergency service now -- I had three young children and one pipe in the home had already burst due to the cold. HSA proceeded to tell me that they would only pay for the parts and not the service. I did what I had too and contacted a separate repair contractor to fix my furnace. The total repair cost ... $509 dollars for the part and service and and $158 dollars for the emergency service. I submitted this bill to HSA on Jan. 12th and recieved a phone call from HSA finally on 1/26 that they were willing to pay 300 some odd dollars less another $75 dollar deductible. How is that a fufillment of a contract.. it would seem to me that they should pay the $509 for the part and labor as the first technician could not perform the emergency service which they approved. I certainly should not be subject to a secondary deductible for them having a contractor that they could not deal with. I questioned them on this and they went back to the original vendor in an attempt to further chip away at my claim. They are offering a mear $343.26 on the theory that they could have had a vendor perform the job cheaper ( but this would be a non emergency service and be in conflict with what I was told).

Desired Settlement: Since I already paid my deductible to their contractor who could not complete the work needed I would like my total bill of $659 reimburse to me. Attatched -- Details Item Description Unit Price Quantity Price L100(T) Charged To: R Open up shop $ 158.00 Service Fee 1 $ 158.00 RR1421(T) Charged To: R Replace Inducer Motor $ 501.00 Service Fee 1 $ 501.00 SubTotal: $ 659.00 Tax: $ 0.00 Discount: $ 0.00 Total: $ 659.00 Payment Amount: $ 659.00 Payment Method: Visa Name on Card: **** ***** Authorization Number: ************

Business Response: After further review, HSA is willing to work with the customer and reimburse $501.76, due the OEM part that was needed and it only being available from a local Carrier distributorship (which are normally open during business hours).  As the homeowner's technician was able to open the shop after hours to gain access to the OEM part, HSA is willing to cover that fee as part of the $501.76.

2/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: on Sat. January 17th we came home to find the smell of gas in our home. We immediately contacted our gas supplier to send someone out to find the leak..he couldn't find the leak but recommende we stay out of the house until the issue was resolved...I contacted my local repair guy who came out on monday morning (we stayed in a hotel until he came out)he found it was a faulty gas ignitor in the stove.. I THEN realized that maybe it was covered under a home warrantee by HSA... I called to put in a claim of 161.85 (minus the HSA deductible of $75.00)I got a return phone call today that they would only pay out $45.00 because I didn't use a HSA approved contractor!! I told them it wasn't like a washer went on the fritz this was life or death we're talking about with a gas leak...I said I wanted to talk to to a supervisor and I was on hold for almost 25 minutes before I finally hung up...

Desired Settlement: I paid $161.85 for the repair and , given the dire circumstanes ( plus 2 nights at a hotel out of my own pocket) I would like to see a check for $86.85 (not $45.00!)

Business Response: HSA was not given the opportunity to have a preferred vendor come out to the home as the repair was already completed when the homeowner called HSA.  HSA is open 24 hours a day, seven days a week for homeowners to contact in the event there is an emergency failure  HSA would adjust the pricing to what the preferred HSA vendor would charge for that repair.

1/31/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I submitted a claim to have microwave repaired at first they said it was not covered and offered me 12 dollars then they sent me a letter via email on 12/26/14 indicating that the Microwave repair request had been approved and indicated how much money that I had saved. When I returned from the holiday break I gain placed a call to HSA HOME WARRATNY and wa place on hold for an hour until I was able to speak with their representative. When speaking to them they stated that the letter did not actually mean that the the repair had been approved even though this what the letter said and that they would only pay 12 dollars to me to get the Microwave repaired myself. When I asked why did they send me a letter stating the microwave repair was approved. The reply that this is a computer generated letter. The letter does not indicate that they are only going to pay me 12 dollars it indicates that the repair has been approved.

Desired Settlement: I would like for them to repair the microwave since their company letter indicates that they will. Tracking number 075-2269240-C01 Nothing indicates that the repair is not covered or only a portion. Letter implies that the microwave repair has been approved.

Business Response: Per the HSA contract, the door latch is covered.  The door is not covered under the contract and per the technician, the handle is broken and the door frame is cracked and needs to be replaced.  HSA approved the $12.37 for the door latch and the homeowner would be responsible for the door component parts.

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.]


That is not what their letter indicates.  Their letter indicates the the microwave repair is approved.  Not a partial repair.  

Regards,

***** ******

 

 

Business Response: The HSA letter states that a service request has been approved on the microwave and that approved amount is for $12.37 for the door latch.  As stated previously, the door itself is not covered under the contract.  HSA considers this matter closed.

1/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We filed a claim with HSA for a leak in our basement after we take a shower. They sent a plumber to look at the pipes in the basement who determined that we had a back up in the pipes somewhere and the hole that was in the pipe was caused by the drano we used to unclog the drains in the sink, toilet, and tubs eating through. The plumber tried calling HSA to inform them of what he was getting ready to do in the house to repair the issue and was on hold for 30 mins. he was advised to leave, but he also took the $75 which was the deductible we have to pay when work is being done on our home. Later we found out that the plumber submitted the paperwork as if he completed the job and he did nothing. We should not have to pay that deductible for the plumber not doing the job. I did contact HSA and they did nothing about it. I do not think this is right to take the deductible and not complete the job and i want the $75 refunded if HSA is not had to pay out any money to fix our issue with the pipes. if they are not going to cover the claim i want my money back.

Desired Settlement: I want the $75 refunded either by cash or check mailed to my house

Business Response:

Per the HSA contract, the homeowner is responsible for the $75 trade call fee.  This is due at the time of service, whether the claim is approved or denied.  The $75 covers the technician's trade call fee for their services to come to the home.  HSA will not refund the homeowner for the $75 deductible.

1/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a heating issue where my furnace stopped working. I contacted the company who then contacted a contractor. The contractor came out and said a part needed replacement. The company said the contractor would call them with the diagnosis and then they would figure out approval from there. Once done, the company would call me to let me know what is going on. The furnace is not fixed currently, and it is not very warm this time of year. I have a small child which presents a health issue keeping him warm. I have tried a few times to contact the company because i have not heard anything from anyone and it has now been 2 days. As soon as i get on the line, they place me on hold which is where i stay for over an hour. My previous call i asked to speak with a manager and was immediately placed on hold for another 45 minutes, which then i had to end that call because it took too long. Nobody will let me know what is going on and I need my furnace fixed now. I would think this would be an important issue seeing that the problem is heating in the middle of winter, especially since there is a small child involved. The customer service as a whole is extremely unacceptable. If this were a minor issue I would not be as upset as I am, but this is a major issue. A major issue that affects a 3 year old.

Desired Settlement: I would like at least a phone call from a manager explaining why the customer service was as bad as it was. I would also like this problem fixed right now. Even if it has to be midnight, something has to be done. I need heat. Unacceptable.

Business Response:

HSA received the diagnosis and the technician has to order the OEM (parts specific to customer's system) with ETA of today or possibility tomorrow.  Once the vendor has received the component part, the homeowner will be contacted by the vendor to schedule the repair.  A supervisor will be contacting the homeowner with status.

1/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My furnace went out over the holidays and I called HSA to try to get service. I was on hold for hours at a time, for multiple days. I was unable to reach them via telephone or email. This was for 24-hour emergency service. It was below zero and I had gone for days without heat. Finally, I contacted a furnace repair dealer and had them come out to do the repair. They replaced the parts and I paid $428.81 for the repair. Meanwhile, I continued to try to reach HSA to let them know and to find out what to do. Three days later, someone finally answered the phone. This was after leaving my phone on speakerphone for hours at a time each day. I reached Justin, who said that they have had this problem for a while, of customers not being able to reach them in an emergency or at all. I gave him the contact information for the HVAC service provider that I called to fix the furnace and I was told that they would make an exception for me not contacting them prior to having someone come out because it was obvious that I made a huge effort to try to contact them for three days while not having heat. He told me they needed to contact the technician to get a diagnosis before they could do anything. That was 10 days ago. I have heard nothing from HSA, and I have continued to attempt to call them daily, leaving the phone on speaker for hours at a time.

Desired Settlement: I would like to be reimbursed for the furnace repair cost that I needed to pay ($428.81) and a refund of the cost of the home warranty cost since they have done nothing at all for me.

Business Response: HSA apologizes for the long hold times that the homeowner has experienced.  An authorization associate is contacting the service provider to obtain the information needed to proceed and will contact the homeowner to update on the status of the claim.

1/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: HSA sends a reputable plumber who comes and checks the installation and then does any changes that might be necessary and the files for a permit so that we can get it inspected. We would need HSA to respond to this immediately because we have already waited for 2 months.

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

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

Consumer Response:

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

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,

 

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

 

 

 

1/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On January 11, 2015, I called HSA about my water heater trickling water from the bottom of it. I explain to the Service Rep. that it had run into my house under the baseboards from the garage and needed someone to my home asap. HSA told me they could not get anyone out due to the time of the day. It was about 2:30pm. I was given a Contractors name that would contact me about the water heater. By Monday morning around 10am, no one had called so I called the contractors HSA dispatched out, and was told they could not get to me until Tuesday evening. I called HSA back and was on the phone holding over 30 min before anyone came to the phone, after which I explained to the rep that I was told by HSA that someone would come out on Monday. I had paid for the Home Warranty Protection but when there's an issue, help isn't there like they claim it is. The rep dispatched another contractor out. The contractor came out around 2:30, and called HSA to get authorization to do the work. He stayed on hold for over 30 min, he said he had to leave and go to his next job. I called HSA, and after being on hold for 45 min, and being transferred twice, a rep comes on the phone and tell me that I had to pay $1103 out of pocket to get my water heater fix. **** told me my plan only covers the water heater tank and labor. I asked **** why wasn't I told this in the beginning before someone was dispatched out to my house. That's not the way you handle business. It sounds like HSA wants me to pay for my own water heater, and installation. I checked the contract and it states that the tank, heat elements, thermostat, valves, flue piping, sediment build up, electrical or gas connections, water heater / heating combination units and oil systems are covered up to $1500.00 aggregate. But I'm told only the tank and labor are covered, clearly someone is trying to rip me off and get me to pay for the work. Why have this insurance if they are going to try to deceive the customer. A tank from ***** is only $337, and ***** installation is $350-$400. But HSA says you save money with them and their repair for a water heater is between $85-$210, and replacement $420-$805. How am I saving money with HSA when they are trying to charge me $1103 for installation of a water heater. I called back later that Monday evening which I stayed on the phone for 40 min before a guy name *** came to the line. I asked why I was being charged so much, when I had the warranty. *** said the contractors HSA dispatched out was charging me that price and they had to do modifications to the tank and HSA doesn't cover modifications. *** informed me I could take a cash out and have someone else put it in and all HSA would pay was $365 after my $75 deductible. I went to ***** and on ***** contract it states they do not make any structural modifications. It sounds like HSA goes with vendors that makes modifications so they can get out of paying the claim. My contract simply states they will pay up to $1500.00. HSA did not try to help the situation or try to alleviate the stress of the situation, but only made it worse because I had to find someone to install my water heater myself. ***** came out and installed my water heater and actually didn't have to make modifications at all as they stated in their contract. In HSA contract under F- Limitations of Liability #4- It states coverage does not apply in these instances " Modification charges or costs for metal fabrication, plenum work, or electrical changes to satisfy the installation requirements of a new replacement unit. ***** contract states they don't do modifications, and I had no electrical work done. So what is the real reason HSA will not honor their contract now? To go 2 days without hot water in 20 degree whether when you have 3 children is no fun at all.

Desired Settlement: I would like for HSA to honor their contract. No modifications were made to my installation. They didn't help me to the best of their ability which caused me to go out and purchase, and find someone to install my water heater. The contract states HSA will pay up to $1500.00, but I was informed HSA would not pay anymore because of modifications that would have to be made to the tank by the contractor HSA sent out. How do HSA calculate the cost of paying for the claim? How did HSA come up with the figure amount of $440. What is the determining factor in the amount of a claim for installation of water heaters when adhering to their contract? I paid ***** $869 for installation of my water heater, why would HSA not pay the full amount when the contract states they pay up to $1500.00. I spoke to Service Reps *, ******, ***, *******, ****, and two others that was speaking so low I couldn't understand them hardly.

Business Response: The HSA contract covers the tank and standard labor, the modifications and upgrades are not covered under the base coverage.    As far as the homeowner being made aware of covering the tank and labor, each homeowner is mailed the contract for their review and it clearly states this.  The type of water heater the homeowner has does not apply to the $1500 aggregate as it is a natural gas water heater.   Water heater/heating combination units (boiler) and oil systems are covered up to the $1500 aggregate.  The $365 is what HSA is covering after the deductible as this is amount the HSA affiliated vendor charges for both the tank and standard labor.  HSA has set pricing with their affiliated vendors.

Business Response: HSA has no control on what vendors charge for retail rates on items not covered under the warranty.  The homeowner always has the right for a second opinion for quotes.   The HSA licensed affiliated vendor advised HSA that certain modifications and code upgrades were required and that a permit needed to be pulled and if the tank fails in the future for lack of the items not being installed, HSA would not offer coverage for that failure.  Again, HSA has approved the amount of $365 for the tank and labor, which is what HSA's affiliated vendor would charge. 

Consumer Response: I have reviewed the response made by the business and have determined that this does not resolve my complaint.HSA informed me over the phone that because of modifications, they could not pay any more on my claim. To have a vendor lie just to hike prices up, and HSA working with the vendor where it benefits only them, and have the customer pay more out of the pocket is unjustified. The contract states it covers domestic water heaters, and electrical or gas connections. ***** sent a reputable contractor out when the vendor HSA sent left and went to another job site, and the inspector from the city has come out and my tank passed inspection. What items HSA are speaking of that was not installed is beyond me!! In my opinion HSA and their vendors work hand in hand with each other but not in the customer’s advantage. There is no way I should have this HSA warranty and still pay out of pocket for a water heater, gas connections, and labor. All of which the HSA contract states is covered. For HSA to grasp at straws and continue to state I needed modifications, and state they have no control over what vendors charge for retail rates when these are the same vendors HSA seek out shows HSA is just shady. I will be reporting this company to the Insurance commissioner as well, and will not be renewing my HSA Home Warranty Contract with a company that does not honor its contract but lie about what work the customers actually needs. I never spoke to the vendor about what work I needed, so I don’t know what HSA is saying to be true or this is what they do to get out of honoring their contract. HSA should pay the full amount of what it cost me to repair the water heater. Customers should be aware of HSA!!

1/20/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I began our first time home buying experience about 6 months before deciding on the home we both loved. Following all of the procedures outlined by the first time home buyer course we were required to take prior to financing, we had a home inspection performed. The main selling point of the house that we decided on, was that it was provided with a HSA Home Warranty. My wife and I put an offer on the house (for the asking price) and it was accepted. We closed on October 28th, and moved in about two weeks later. Throughout the first month and a half of our residence, everything was fine, until one day the furnace began making a loud noise. Following the procedure outlined in my HSA home warranty packet, I contacted the help line, and was prompted by a very friendly young lady who explained that normally they would send a service technician out, however there are none in my area. I thought this was strange, however she explained that I could choose a reputable company and the would pay all but my deductible ($75) for a covered repair. Once the technician arrived, he could hear the furnace from outside. Upon further inspection, the technician disassembled the bottom portion of the furnace and observed that the blower motor was loose. Apparently there was some form of a bracket that was no longer there, and the blower motor started getting loose and making noise. Due to the fact that my furnace is 27 years old, there are no longer parts available for it. The technician shored up the blower, and it was quite and seemed to be operating normally, however he also observed excessive soot build up. The technicians recommendation was to perform a carbon analysis to ensure that my wife and I were safe. Upon performing the analysis, the technician observed roughly 240 parts per million of carbon monoxide, and explained that anything above 100 parts per million was unsafe and life threatening. The company policy is that he must disable the furnace and tag it as unsafe. Following this procedure, I contacted the claims line and spoke with a young lady, who gathered all of my information. She then requested to speak with the service technician. As I stood there, I observed the interaction and what the technician explained to the young lady on the phone. She then requested to speak with me again. As I spoke with her again, she proceeded to give me mis-information about what the technician explained to her. I then explained to her that I just witnessed the entire conversation and that's not what was said. She then requested to speak with the service technician again, in which case he explained to her that I could have done nothing to prevent this and it was in no way shape or form at the fault of the home owner. In this situation, I was forced to take drastic measures and contact a loan agency in order to get a loan of $2,500, and then pay the remaining $600 out of pocket. The temperature outside is 6 degrees. My major concern, is that I purchased the home in the condition that it was in. They offered a warranty in the condition that it was in. Now, my furnace fails and they refuse to offer any assistance what so ever. After arranging to have the new furnace installed the following day, I contact a supervisor at the HSA and attempted to reconcile and request further assistance. The supervisor proceeded to stand by what was sad previously, however explained that if I send in my inspection papers, they will review the case further, in which case the claim would most likely still be denied based on a pre-existing condition. I paid money out of my pocket to perform the home inspection, and the furnace was operating as designed. Of course he recommended having a certified professional inspect the furnace, however in the event that that was performed, the claim would still be rejected based on a pre-existing condition. Once I confronted them about this, they explained that it is a good-faith warranty. So to summarize what my major concern is with this company, I would just like to say that it is un-ethical and un-fair to imply a warranty on certain components of a home that you cannot guarantee you will pay for if they fail. I feel extremely taken advantage of due to the fact that my wife and I as first time home buyers searched for 6 months and settled on a home with the assumed assurance of a home warranty. Two months after I moved in we had to take out a high interest loan and over draw our bank account to pay for a new furnace, due to a failure that was 100% completely out of our control.

Desired Settlement: I am requesting re-imbursement for the amount of $3,235 for the emergency repairs.

Business Response:

HSA has had another supervisor review this clam.  Although the failure was present before the homeowner took possession of the property, the true failure was the safety switches had been disabled causing the unit to run improperly per manufacturers specifications.  This falls into the category of improper installation/fault workmanship per section F, number 8 under the contract, which is not coverable.   The homeowner was asked to send in the home inspection for review for potential coverage and  the homeowner declined.   The homeowner stated there was a comment on the home inspection by the inspector that the HVAC system needed to be inspected by a licensed  HVAC technician and the homeowner indicated that he did not follow through with this recommendation.  Therefore, HSA maintains the denial on the furnace claim.

1/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a warranty with HSA for my home, it covers my appliances etc. I had paid the $100 deductible to get someone out to repair the refrigerator that is not working properly. The repairman said it could not be repaired and that it needed to be replaced. There is water getting under the freezer portion of the fridge freezer and the foam insulation is saturated causing water to drip into the fridge and causing it to not regulate temperature correctly. I have been told that it is not covered under my warranty because it is not a "Mechanical" issue. How is this not a mechanical issue, there was a mechanical issue that caused the water to go where it is not supposed to go. I could see them not covering a broken drawer, or a broken handle but not covering this? Which is a critical part to the fridges mechanics. Needless to say I am not happy about the outcome of this, the company seems like a scam to me.

Desired Settlement: I would like them to uphold the warranty and replace my fridge or receive cash to replace it myself.

Business Response: HSA dispatched a second opinion on 11/5/14.  Once we receive the information from the technician, HSA can review

Business Response: HSA has received the invoice and a check for $525.00 for the replacement of the refrigerator will be mailed out tomorrow, 1/14/15.

Consumer Response:

Thank you.

And Thank you BBB I would never have received this money if you didn't help out.


[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,

 

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

 

 

 

1/10/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted HSA about several issues with my house. They gave me names of service providers who did not call me back. I called to complain to HSA. HSA promised to call back with more service providers. They did not. I called again in the summer. HSA gave me service providers who did not call me back or did not provide the service that I specified that I needed. I called to complain to HSA. Again, HSA promised new service providers. They did not provide me with any. I again called to complain and received no feedback, no call back about with a list of providers. I called again to request a refund as HSA did not provide me with coverage for anything that was promised in my contract. HSA refused to grant the refund, stating that they had covered the house as promised. HSA did not have all of my complaint calls indicated with my information. HSA did not honor any of the services that my warranty was to cover. When I requested a refund, the supervisor that I spoke with told me that I could have had my own contractor do the work and provide them with a bill, which is not information that was ever provided to me during any of my complaint calls. If no one in my area is available to do the work that was promised, it was HSA's responsibility to tell me that, just as it was their responsibility to inform me that other options were available. They did not tell me until I request a refund for the lack of services under the warranty. Upon hearing that they would not grant me a refund, I requested to be put in touch with someone higher up than the supervisor and my request was denied. They told me they would give him a message, but would not let me leave or dictate that message. I paid HSA with an understanding that they would assist me with my covered home issues, but instead they took my money and did not provide me with the services covered under the warranty. I tried several times to work with them on this issue, but they never provided me with the covered services under the warranty and denied my request for a refund.

Desired Settlement: I am requesting a full refund due to the lack of services promised under the warranty. The warranty cost $594.00.

Business Response:

 
HSA's customer are advised at the time the claim is filed that if they do not hear from the vendor within 2 hours, the homeowner should call the vendor directly or call HSA back for other options.  If the HSA vendor did not contact them, HSA would have found a vendor who would.  However, HSA needs to be made aware of the situation in order to assist the homeowner.  The contract expired on 12/9/14 and HSA assumed liability for the property during the contract period.  The homeowner did not ask for the contract to be cancelled until 12/9/14, the date it expired. 

1/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In May of 2014 I contacted HSA whom I purchased a home warranty from regarding having no hot water, HSA sent their preferred people to come out and service my tank to find the issue, I paid my 70 dollar deductible they concluded that it was the dip tube that rusted and deteriorated off so they replaced the dip tube, and left the old dip tube sitting in my tank to deteriorate, they said it wouldn't hurt it, now in November about 5 months after the repairs were complete I have Orange water and rust coming out of my pipes, I called again and they sent out another plumber and PAID ANOTHER 70 DOLLARS who determined the source was my hot water heater there was sediment and rusting from the bottom... I have copper pipes so it wouldn't be anything else said HSAs preferred plumber.. HSA then called me and said that my hot water heater needs replaced, but it is going to cost me 450 on top of the 70 dollars that I already paid them for a new hot water heater... I have gotten other plumbers and professionals to take a look at my situation and they said that I shouldn't need to do any modifications or pay out of pocket and everything is up to code and copasetic.. They said that they would give me two options either I pay 450 dollars for a new hot water heater or I take a cash out, in which I could front thousands of dollars and then send them an invoice and they could determine if they would honor it. I don't have large amounts of money to front for the repairs when it should have been fixed right in the first place, hence this is why I have a warranty in place if something goes wrong I'm covered, they took my money when I bought my house, then they took my money again both times and nothing has been done, I have rusty water now, and I'm out money, its not fixed and they are telling me that I have to pay 450 dollars more than my deducible to get it replaced... this isn't right they are just taking peoples hard earned money and breeching contacts and cheating them out of their money.

Desired Settlement: I want a new hot water heater to replace the one that was messed up during the first repair, and 70 dollars out of the 140 of the 2 deductibles I've already paid this year...

Business Response: The non-covered charges are for a pressure reducing valve for the main city water supply (which there is not one currently in place) for $300, modification to the water line to the tank for $100 and the disposal of the old tank for $50.  All of these charges are not covered per the terms and conditions of the contract.  If the homeowner would like a service provider other than the HSA preferred vendor, he can take the cash out option.  The homeowner has already been advised of his options.

Business Response:

The $170.00 is for non-covered charges and HSA would not have paid for them.  Again, HSA has gone above and beyond trying to come to a resolution with the homeowner 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.

Homeowner does not consider this matter closed, the 170 remaining that you need to pay is for full replacement of the hot water heater. I have the check for the 700 dollars and I am waiting on the remaining 170 from HSA to fulfill the replacement cost.

Regards,

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

 

 

1/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Saturday, 08.23.2014 I submitted a claim online for a main line clog. I looked at my contract first to ensure this was covered. I received a call the next evening from ******* ******** ** advising that a plumber would respond the next morning, on 08.25.2015. The plumber arrived several hours early. He advised me that due to the water level, my toilet would have to be removed in order to clear the main line, he also advised this would not be covered in my warranty (I had read my warranty and was already aware of this). He called HSA for approval. When he got off the phone he advised me that this would not be covered by my warranty, as it was tree root blocking drain. From the time he arrived until the time he left I did not feel confident in his ability to perform the work I was requesting. After he told me that it would not be covered in my warranty I told him that I would contact HSA. He advised that was fine, as he did not have the tools he needed and did not have any more time that day. He quoted me for the work to be perform, in addition to still having to pay the $75 through HSA, advising that it would be due upon his arrival the next day. I attempted to call HSA. After being on hold for two hours (with no option to leave a voicemail) I needed to disconnect due to work obligations. After my work obligation attempted to reach the plumber directly, but received no answer, at this time I decided to cancel his return the next and left him that message. The next morning I attempted again to reach HSA. Again, I was on hold for two hours (again, with no option to leave a voicemail). And again because of work obligations I needed to disconnect. I attempted to call HSA back later in the day, this time I was on hold for one and one-half hours when the line disconnected. I believed that the plumber was trying to get money from me by saying it was tree roots, knowing this would not be covered in the warranty. After not being able to reach anyone at HSA, not feeling confident in the plumber and feeling as if he was trying to exploit me, I contacted a different service. The other service provider came out, performed the work and advised that it was not tree root blocking the drain (as I had suspected, and thus would have been covered under the warranty). I received a notice, dated 11.11.2014, that I owed $75 deductible for "the service performed at your home". Since a service was not provided (I certainly didn't need an expert or anyone else telling me I had a blockage as all my toilets were full and there was water in my basement). I called HSA on 12.10.2014 (I travel for work and therefore do not always receive my mail in a timely manner). I spoke with someone at their call center, as soon as I began to explain my problem she told me that I needed to call back, but the said that there was still someone there from the department I needed to speak with. As soon as the next representative answer she asked how I would like to pay. I advised her that I was not calling to pay, I was calling to file a complaint. She advised that I asked for the wrong department. I advised her that I didn't ask for any department and that I began to advise the previous operator of the situation when I was cut off and told I was being transferred. I then asked to speak with a manager. *** ******* explained to me that a clog would have been covered, but not tree root. I told her I was already aware of this. She then advised of the notes written by the technician at Scott Plumbing Company. She advised the notes read that the toilet would need to be removed to perform the service (she strayed from the notes advising that this would not be covered) and said that the notes say tree roots were suspected to be the cause. I understand that a plumber cannot be certain until the line is cleared, however the technician I spoke with told me it was tree roots (and even pointed out the ones he suspected, which didn't appear to be too close to the line). He also advised that the payment would be due when he arrived. I did not and do not feel I should have to pay someone for services until they are performed to my satisfaction. The fact that he told me one thing and the notes read another thing lead me further to believe that he was attempting to gain money from me. *** ******* then became rude and continued to interrupt me. It was then apparent that she was not going to try to listen or understand. I then stated that I would be contacting the BBB for a resolution. She told me that was within my rights (again, something I was already aware of).

Desired Settlement: I should not have to pay the $75 deductible because no service was performed and the technician was wrong about the problem.

Business Response:

The deductible is due at the time of the service call.  Per the terms and conditions of the contract, on page 4, number 3.  TRADE CALL FEE: you are obligated to pay the $75.00 trade call fee or the actual cost to repair/replace, whichever is less, for each separate trade call. A trade call means each visit by an authorized service contractor for a single trade (plumbing, electrical, appliances, heating and air conditioning and pools/spas). If multiple visits required to remedy the same problem, you are only required to pay one trade call fee. If service work performed under this contract should fail, then HSA will make the necessary repairs without an additional trade call fee for a period of 90 days on parts and 30 days on labor. Your payments must be made prior to completion. We will not respond to a new request for service when any previous trade call fee is outstanding. Failure to pay the trade call fee will result in suspension of service until such time as the proper fee is paid. At that time, service coverage will be reinstated, but the service period will not be extended. Additional work performed by the independent service contractor at your request will be at your sole cost and risk.   In the case of a denied claim, you will be responsible for, in addition to the trade call fee, any overtime charges incurred and/or charges incurred to provide access to the failure. HSA will request your approval prior to work involving overtime or accessing charges. Your refusal to approve these potential charges may cause a delay in service or the inability to diagnose the failure and determine coverage availability.  The deductible is due on this claim. 
 
If the homeowner had their own vendor out to the home, she can send in the invoice for review.

Business Response: HSA does apologize for the longer than usual hold times, but the $75 service call fee is due to 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.

We seem to agree I was mistreated on the phone. We seem to agree on the wording of the contract. What we do not agree on is the interpretation of the contract. I believe the BBB assists in keeping matters such as these out of court, but I did does not appear that this will be the case here. I am not sure what sure what the BBB has done other than be a carrier of messages. I could have messaged the company directly.  

Regards,

*** *******

 

 

1/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: HSA Home Warranty Leaves 80yr old woman in the cold: On the morning of 12/20/14 I woke up to my home being 56* due to no heat. I called HSA at 9:20am on that morning and reported the issue. I was then told someone would call me back within 2hrs, due to being an emergency and if I did not receive a call back I should call again. At approx. 11:00am I had not received a call back so I called HSA back and after being placed on hold for 57mins I was then told someone would call me back within 4hrs from the esculation department, again due to this being an emergency. Well 4hrs went by and still no return call. So I called back again and was told that the esculation department closed for the day at 12:30. But did finally get approval to find my own vender to come out toubleshoot the issue. At 11:45pm I did get someone to come and troublshoot the problem. The problem turned out to the Heat Exchanger and Endurer Motor had gone out. There repairman was forced to shut off my gas due to the danger of the issue. The did explain all this to the HSA Customer Service Rep. at that time. Due to the cost factor the customer service rep could not authorize the replacment of the heating unit and would need the approval of a supervisor who would be in at 8:00am. per the custormer service rep. she would talk this over with the supervisor first thing in the morning and then call back the next morning. On 12/21/14 the customer service did call back as promised but indicated that the supervisor was needing to speak with a service tech to cover the cost involed. A second service tech was then called and arrived at approx 10:30am on 12/21/14. A call was placed to HSA for the 4 time regarding the issue of no "HEAT". The service tech was informed by HSA that they would like to send out another tech for a another opion, and could not approve or deny the claim at that time. But in the meantime they would like to try and see if they could find parts for what appears to be a 21yr heating unit, but it might take a few days and if parts could not be obtain then they might consider replacing the unit. Per the HSA rep. they would try and find a tech to come out on 12/22/14. In the mean time I am an 80yr women with a pace maker living alone with no heat in below freezing temp while HSA is still trying to decide what to due. Although this is a covered service under my contact per HSA. Documents can be provided if needed.

Desired Settlement: I want my heat system replaced ASAP I am freezing

Business Response: HSA will be contacting the homeowner to have an HSA affiliated vendor out to the home to determine a new diagnosis.

12/11/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: This is related to a previous complaint. I have been trying to get resolution with HAS in regards to a range. They delivered a replacement range for one that was deemed unrepairable. The new range did not fit the space, I had to pay to modify the space, now the installation personnel have come out again, and told me they can not install the range, because the range HSA sent me requires it be hard wired to a junction box, while the one they took out of my house is a plug in. When they delivered the range, they brought a plug for the range so the range had wires for a hard wire installation, and they brought a range plug, that gets plugged into the outlet. Unfortunately, the installation personnel said they can not change out the plug, because the range HAS sent me was a builders model, and the plug can not be changed. They told me to call HSA, and they would have to send me out another range with a plug. When I called, I explained it to the person on the phone, she said she would get a supervisor, I was put on hold for 23 minutes, and 42 seconds, no one ever came on the phone, and then the phone went dead. I waited a few minutes, no one called back, so I called them again, this time, I got ** on the phone, explained the situation again, he said he would have to put me on hold and get a supervisor. I asked him not to put me on hold, because every time I call, I am put on hold for more then 20 minutes, and never get any resolution. He said he would have to, and he hoped it wouldnt be too long. Almost 20 minutes later, ******* came on the call. I explained that I need a range that had a plug that could be plugged in, she told me I would have to pay to have the modifications made, or would have to pay a restocking fee. I explained that they took an electric stove out of my house that had a plug, and sent one that required hard wiring. She said my old stove was over 40 years old, and manufacturers make different things. I said yes, but most manufacturers make both, hard wire, and plug in, and I needed the one with the plug. She said I would have to pay to have it changed, or pay a restocking fee. I said no, it was not my fault, and I believed that even their own installation personnel thought this range plug could be changed, as they brought the cord with the plug with them, but found out when it was time to install it that it could not be changed. She said HAS meets features of the old range, and I said the plug in cord was a feature, and that was all I wanted. I told her I liked the stove, but needed one that would plug in. She again said I would have to pay. I asked her if that is what she would expect if it were her stove. She didnt answer, and again told me I would have to pay to make modifications, or pay restocking fees. She said she had helped out on my previous BBB complaint, and they agreed to pay half of the previous modifications to make the range they sent fit. I told her I would go back to the BBB if I had to, because this was not my fault, and I thought even they thought the cord could be changed, because they sent out the cord with the range, but it couldnt. It wasnt my fault, and I told her I was not faulting them, because I too thought the cord could be changed, and believed they did too, but I should not have to pay, as I never asked for a stove that requires hard wiring I only want what I had before, a range that plugs in. She again said I would have to pay to make the modifications, or pay to restock the range.

Desired Settlement: I only want a stove that is comparable to the one I had, the one I had was a plug in, I want a stove that can be plugged in.

Business Response: HSA will have a service provider contact the homeowner to evaluate the issue with the electrical modifications and report that information to HSA.

Business Response: The homeowner was advised that HSA would need to review a paid receipt and/or speak to the technician about the work that was performed by the homeowner's vendor.   The homeowner advised HSA that the technician does not want to get involved and that she does not have a receipt.  Without the paid receipt, HSA is unable to review and/or reimburse the homeowner.  Until HSA receives a receipt, nothing further can be done on 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.

They paid half of the construction without a receipt or talking to the worker.  If they would have taken care of this, they would have the receipt, but they wouldn't respond, so I finally had it taken care of.  This is more of their refusal to provide what they say they will provide.  Of course the electrician doesn't want to get involved.  He knows he will get nothing but a hard time and no resolution. This company is a sham, and the BBB should have them shut down.

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

Regards,

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

 

 

12/4/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On Aug. 22, 2014, the “blower motor” of my HVAC had a complete failure and stopped working entirely. I contacted HSA who sent out a contractor who was unable to fix the unit because he did not have the required parts. HSA did not order the required parts until Aug. 26, 2014. When HAS ordered the part they used standard shipping and failed to have the part expedited. During this time my wife was 5 months pregnant and the temperatures reached 100 degrees with heat indexes in the same range. The part that they ordered did not reach their contractor until after they were closed for business on Friday Aug. 29, 2014, which was Labor day weekend and they would not have been able to fix my HVAC system until Sept. 2, 2014 ( 11 days in 90 plus degree weather w/o air conditioning). Due to the hazardous situation that HSA forced my pregnant wife and I to live in, I had to hire a contractor on my own to replace my entire HVAC system. HSA has yet to fully reimburse me for the cost to restore air conditioning to my residence along with the addition costs for forcing me to live in such a dire situation.

Desired Settlement: Reimburse the reminder of the total cost of my HVAC replacement ($1788.52) Reimburse the time I wasted waiting on the phone to talk to a HSA representative, checking the status of my claim, finding alternatives to resolve the situation ect… 20+hours at $30.00 per hour($600.00) Reimburse for the cost of food I was forced to buy and food I that spoiled because I could not cook it in a 90+ degree kitchen ($200) Total reimbursement $2588.52

Business Response: The homeowner took the cash out option for $566.00 for the evaporator coil and $263.49 for the blower motor, that were paid out on 8/28/14.  These were the approvable repairs that needed to be done.  The homeowner chose to replace the entire system instead of replacing just the evaporator coil and the blower motor that were failing.  HSA also gave the homeowner $167.26 for either a portable a/c unit or a hotel stay.  HSA also reimbursed an additional $786.77 as service gesture towards the full system replacement that was paid out on 9/5/14.  The total amount HSA reimbursed the homeowner was $1616.26 toward the full system replacement, which the retail price is $3577.03.  The amount that HSA normally would have paid out on these claims was $829.49 for the evaporator coil and blower motor.  While HSA apologizes for the homeowner's inconvenience, HSA gestured for a temporary source of cooling and extra $786.77 that would not have been paid.  Per the terms and conditions of the contract, HSA is not responsible for delays in the parts that are part specific for the homeowner's unit.  HSA will not reimburse anymore funds.

Business Response:

HSA is not offering any further assistance with this claim 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.

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

Regards,

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

 

 

12/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I first filed my claim through my HSA Home Warranty on the 27th or 28th of October regarding my broken refrigerator. On the 30th the the technician (from ***, dispatched thru HSA) arrived at my house and informed me that the control board or something similar to the control board had broken and it would take a week to get the part. A week passed and I heard not a thing from HSA or ***. I called Monday (10th) and Wednesday (12th) of that second week and waited on hold for too long both times and never actually got through. Finally on Thursday the 13th I was able to actually speak to a human being about the situation. I was informed that no one had actually ever ordered that part and I had been waiting for 2 full weeks to have not a thing accomplished. They expressed a mild amount of sorrow and promised to overnight the part. At this point my daughter and I had been eating every meal out for 2 weeks straight with the exception of a few dried snacks and chips. I expressed my dissatisfaction with the mishandling of my claim and was told that they would wave my $75 deductible but nothing else. I told the supervisor that it would not be enough and would like my money( $500 ) or so for the year at least partially refunded. He acted as if what happened was not a big deal and I should be happy with his offer. I asked for his supervisor and he forwarded me to the VP of Operation voice mail. I left the man a short message with my info and have yet to receive a return call. Flash forward to yesterday...I have waited and entire 3rd week at this point and have once again heard nothing. I called back and waited the 30 minutes that seems about standard if you want to speak to a human with HSA...they still had not ordered the part (something about an incorrect part number) and also tried blaming *** for their mistake(s). It made me sick...because *** has been nothing but professional and courteous from the get go. HSA has continuously mishandled this claim and I was laughed at once again by the supervisor when I asked for a refund. I could have bought a very nice fridge on my own at this juncture between the hundreds on restaurant food and the hundreds on the warranty. The fridge part is in transit today and will supposedly be installed tomorrow around noon. I will believe that when I see it.

Desired Settlement: I want a free (or at least heavily discounted) year of service thru HSA...maybe I would consider renewing for a 4th year if they did the right thing.

Business Response: The homeowner had a appointment scheduled to install the parts for 11/22/14, but due to weather conditions in the area, the appointment was rescheduled for 11/25/14.  HSA will reimbursement the homeowner $100 as a service gesture for the inconvenience they have had during this time.  The $100 check will be mailed out tomorrow.

Business Response: HSA will reimburse homeowner an additional $100 on this claim and the check will be mailed out on Monday, 12/1/14.

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. 

Regards,

 

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

 

 

 

12/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company was called on November 4th to repair a dishwasher. I currently have a warranty policy with this company to provide service repairs to my appliances. It took them a week to get someone out to even look at it. The repair tech said he would order the parts and it would take a couple of days. It has been a week and still no call from their service company. I have talked with the customer service depart and their escalation department and still not repair guy.

Desired Settlement: I would like either the dishwasher be repaired or replaced.

Business Response: HSA is currently reviewing the claim to determine if the unit is repairable or needed to be replaced.  Once HSA receives the cost comparison, the homeowner will be contacted.

12/1/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We have a home warranty purchased through this company. On Nov 10th we notified them on a plumbing problem and they assigned a contractor to repair. Per the contract repairs will be made within 48 hours. Their contractor scheduled an appointment for Nov 12th. I took off 4 hours of work to accommodate the plumber and the company canceled the appointment at the last minute. The contractor then rescheduled for the 13th and canceled at the last minute, and then again rescheduled for the 14th and cancelled at the last minute. Fortunately I only missed four hours of work the first day. The contractor stated are warranty is through HSA and all complaints must be handled through them. HSA did assign another contractor, however they would not even discuss with me my lost wages or other compensation. HSA charges a $75 service fee as part of the contract and they should waive that fee.

Desired Settlement: Because of poor service by the HSA contractor I was forced to waste 4 hours of my valuable vacation time. HSA should be responsible for reimbursing me for the value of my lost time. At a minimum HSA should be willing to waive the $75 service fee since they did not perform the services outlined in their own contract in the time frame established in the contract.

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

11/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our realtor suggested HSA and assured us that they were a good company. However, our experience with them has been the worst ever. On Tuesday, Oct. 14, 2014, I tried several times to get an HSA representative on the phone to report that our AC was no longer cooling our home. I was placed on hold twice for 20 plus minutes. I was discouraged and decided to call the next day (Wednesday, 10/15/14), to no avail. Nevertheless, I decided to give it a try one more time before retiring for the night, 9 pm. Voila, I was able to speak with HSA Representative Connie who approved ******* ******* *** *** (************* **) to come out and take a look at our unit. I was told that ******* would give me a call to schedule an appointment. I decided to be proactive and give them a call, knowing that it was late and I would probably get their voicemail; I left a voicemail message stating that I was an HSA customer and was approve to have them come out to check our AC unit. Needless to say, I heard nothing from ******* on Thursday all day and on Friday, 10/17/14, I called again; I left another message and finally got a call back from *********. ********* explained that they were booked and could not come until Saturday, 10/18/14. She was not sure what time they could come out on Saturday. I asked her if I should call HSA to let them know that they were booked and maybe HSA could assign another company. She said that they would be able to let me know once she checked to see how many other jobs they would have for that day. Nevertheless, after my experience trying to reach an HSA rep on the phone, I decided to work with *******. I asked ********* to give me a call Saturday morning to confirm what time a technician would be available to come out. I heard nothing from her or a rep from her company that morning. At 3:12 pm, ***** the technician phone and left a message that he wanted to see if someone was home to come out. When I returned his call immediately after retrieving his message, he said that he was not in the area and the traffic was heavy. I said ok, we should reschedule. I did not hear from ******* again. I phone HSA again to report the company and have them assign another company. I was assigned ********** ******* * **** *** of ************* **. I decided to do the same as the day before; I called the number given at 10:30 pm expecting to leave a message. **** of ********’s answered stating that the number was his personal cell phone number and he was not sure why HSA was giving out his cell number and not his business number. I apologized for calling so late and told him that I could phone the company phone in the morning if he would give it to me. He mentioned that he was the owner of the company and could have a tech out in the morning between 11-11:30 am. On Wednesday, 10/22/14, technician Jerry came out and examined our units, once explaining to him the problems that we were having. He mentioned that the upstairs unit was low on Freon and the downstairs unit, compressor was no longer working. He said that he would report back to HSA. I asked him as a professional what would be the best solution for this problem and if this was his home what would he do. He stated that he would suggest a new unit because of the age of the unit. On 10/22/14, I received an email from HSA stating that we were approved a service request for a Heat Pump, retail cost without HSA $420. I was confused, not sure if this was to replace the compressor or the unit. I phoned HSA again. I was told by a rep that the email was referencing the AC upstairs unit that was replaced with Freon and that I would receive a call from a company representative from another department (no known available date when I would receive this call) once they have researched to find out what HSA would cover . Meanwhile it has been twenty-four (24) days that my family and I have been without a working AC unit. The urgency to provide great customer service is not present. On Thursday, 10/30/14, I received a call from HSA representative *****. ***** informed me that HSA would not replace the unit, they would pay the below charges: $154 for coolant to go back in the unit $250 labor to install the unit $50 to clean out the system – burnout $35 start capacitor (battery) $90 dual capacitor $251.10 compressor I would have to pay including the $75 deductible that I paid an extra $295 for: $50 coolant evacuation & recovery $35 electrical modification $125 piping modification $35 disposal fee $50 permit I have read my contract thoroughly and these charges are ludicrous. I asked her, “What is the cost to install a new unit?” ***** replied in a not so nice tone (rude to be exact), “we are not replacing the unit and if you want to you can.” The cost to replace the unit is $1000 with me still paying the extra $295. I asked, “what if I want to pay the $200 difference to have a new unit.” Her reply, “you can contact ********’s to see how much they would charge.” I explained that I would want to contact a company on my own. To make a long, long story short, we went back and forth. Needless to say, I was/am very upset and disappointed. Knowing that my contact will end on December 8, 2014, I think HSA is stalling hoping that the contract will end before they will honor the claim. Our claim is well within the 15 days of expiration and I am still waiting for a representation to give me a call as requested on 10/30/14. It has been a total of twenty-four (24) day since I first initiated this claim and I have not received a call back from a supervisor as requested on 10/30/14 at 11:19 am. I have no confidence in this company, every time we call them it is long holds on the telephone, hesitation to honor claims and not to mention the non-skilled workers/companies that they employ. Once a worker from ******* ******** (********) came out and would not enter the home before we handed him the $75 deductible check and after loaning him a hanger to check our sump pump (because he had no tools and asked for a hanger), he said that he was going to his car to phone HSA; when we went out to look for him after taking so long to return – he was gone. I recorded the phone call with ***** in disbelief to share with my husband. I had her repeat their decision and cost. I also asked to speak with her supervisor. Her reply, “my immediate supervisor, ***** is not in and there are 7 supervisors - I can send a message to ********************* and have whomever receive the message 1st give you a call.” Today is Thursday, November 06, 2014, and I have not heard from an HSA representative. At this point I am thinking this is not the way you value your preferred customers and this is totally unacceptable business practices.

Desired Settlement: HSA Home Warranty will provide the quality customer service advertised, honor our home warranty by not trying to find loop holes in our contract to get out of installing a new AC unit to replace a 14 year old AC unit, and finally, Install a new AC unit in our home ASAP before our contract ends December 9, 2015.

Business Response: A supervisor will be contacting the homeowner to discuss this claim.

Consumer Response:

Better Business Bureau:

I finally received a call (complaint ID ********) from *** ********** ***** on Monday, November 10, 2014 at 8:49 pm (Eastern).  We talked 6 minutes and 54 seconds.  ***** phoned stating that she was calling regarding the BBB claim  (a great, big "THANK YOU" to BBB), no mention of returning my call - since I was awaiting a return call from a supervisor to discuss that my family and I have been without a working AC unit since Oct. 14th.  I went over with her everything was stated in my initial complaint.  After ***** stated that HSA would not install a new unit, I asked her the same question that I asked HSA representative *****; what if I wanted to pay the $200 difference to have a new unit install being that HSA would pay $800, her reply: "well, it is less than $800 minus your co-pay of $75 dollars and other fees, I would have to figure it out."  She would have to rework the numbers because other things were involved.  I was surprised to hear her say this, especially since ***** had given me all of the fees/cost for what HSA covered.  What could be different now - I am thinking.  Being that it was really late at night, told her that I would appreciate if she would forward in an email the information that we discussed and she quoted regarding the AC unit.  I am still waiting from an email from ***** and I am still waiting for a response from someone at HSA regarding my AC unit.  I truly believe that they are stalling hoping that my contract will end (12-08-14).  I think that this is the worst business practice and approach for any customer service company to take.  We signed up with HSA thinking that they would honor their contract, not take every chance to find a legal way where they can maneuver out of actually fixing or replacing things that are covered in the contract and by all means check out the companies that you are hiring, make sure that they are skilled workers.  I spoke with my realtor who said that she spoke with Myra Federspiel, who is a territory manager.  I have not spoken to Myra but she actually called in another claim that I mentioned to an HSA representative on the phone but had not requested someone come out, which is the stove burners are not working properly.  Still nothing regarding the AC unit, I guess the AC unit is the pricier of the two claims.  Very bad customer service, very bad business practices, very disappointment preferred customer.  

 

Regards,

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

 

 

Business Response:

HSA has emailed the homeowner the information that was requested and will process the reimbursement once the paid invoice is received. 

11/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called for a service call on my garbage disposel and electrical outlets in the kitchen and several other areas in the house...they sent out a company that changed the outlet in the kitchen and the livingroom. I was not home at the time of service after getting home and i noticed the outlet in the kitchen was hanging out the wall above the sink i called the company and he stated he did not change that outlet and i called hsa explaining the issue and letting them know i stop payment and this was unacceptable due to the fact i have several children and the danger this is and that i was calling another company..Then on nov 7th my hot water tank was leaking and we had no hot water after not hearing back from them by saturday afternoon i called another company and the unit needed replaced finally i received a call tuesday evening between 6-7pm and i explain i called my own company and the unit needed replaced and wednesday morning hsa called and explained to me have the company call with the diagnosis and they will refund me. I called the company and explained this to them and they called and hsa called me back confirming and i missed the call so when i called them back they stated they could not move forward because i refuse to pay the last tech and i explain to him the tech they sent to my home for the electrical work did not complete it and i had to call another company to finish the repairs.now hsa will not move forward with refunding me for the hot water tank

Desired Settlement: i would like the refund of the hot water tank

Business Response: The service fee is due for the electrical outlet claim that was denied due to the GFI outlet was never secured to anything, which is improper installation.  The technician repaired the electrical wiring, but cannot remount the box back into the opening as there is nothing to mount it to.  The opening is too big and no support and/or stud to mount it to.  The service fee the vendor needs to be paid before HSA can move forward with any other future claims.

Consumer Response:

Better Business Bureau: they replaced the gfi and stating from hsa they said the electical company had to call before repairs was made but they did not and still replaced the gfi but did not install it back properly. I had another company come out and re-install the plug into the proper place and in fact did not have a problem..i have 4 small children and that should not have been left hanging like that and the electrical comany should have came back or called at the time of the issue to let hsa know and also myself and none of that was done until i came home and found it left like that. 

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 would like the service provider that repaired the outlet to call them at ###-###-#### to report their findings, so HSA can review the claim.

11/25/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a home on May 9, 2014. Through **** ****** ***** of **** ******* **, I purchased a MN1012 Buyer Home Warranty Protection Plan (Contract #** **********) paid in full to HSA, Inc. The contract period was from 5/12/2014 to 5/11/2015. On May 28, 2014 I sent Home Security of America, Inc. of Cross Plains, WI cancellation notice via USPS with signature confirmation. On June 5, 2014 and via email, I received from a **** ************* (******** *********** ***) a letter informing me that said contract was cancelled. I received no refund, and no explanation either by phone or mail. On August 27, 2014, I sent a second letter to Home Security of America, Inc. of Cross Plains, WI and wrote the following: Dear HSA, I received the above referenced contract via postal mail and dated May 14, 2014. The effective start date per this contract was May 12, 2014. On May 28, 2014 I sent you a letter asking you to cancel the above referenced contract. United States Postal records indicate you received this cancellation notice on May 30, 2014. On June 5, 2014, I received an email from **** ************* a "Recovery Specialist" for Home Security of America, confirming that the contract had been cancelled. I am expecting a full refund from you in the amount of $445 dollars. Please send this refund to my address immediately. Again, I received no refund from HSA, nor did I receive any explanation. ****** ********

Desired Settlement: I want a certified check in the amount of four hundred forty five dollars sent to me as soon as possible.

Business Response: The refund is being sent to the title company, who closed the property.  It is HSA's policy to send the refund back to the party who sent the check and they would disperse the funds to the appropriate party.  The homeowner would need to check with the title company on the refund.  The refund check will be mailed to the title company tomorrow.

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 accept when terms (1.) and (2.) are met.

 

 

1. HSA provide notice to ****** ******** of name and address of the title company refund check will be mailed to and; 

2. HSA provide notice to ****** ******** of date and time refund check mailed to stated title company.

 

Regards,

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

 

 

Business Response:

The name and address of the title company where the refund check was mailed to is ****** ***** *** ****** --**** ***** **** ***** ***** **** ***** ** *****.  The check was mailed out on 11/12/14.

11/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Over the past 4 months I have had an open claim to get a dishwasher fixed under the terms of the home warranty provided. At least 5 separate people have been out to attempt to fix the dishwasher never getting it completely to working order. Calling HSA requires a minimum of 1hr of hold time, usually 30min+ before actually talking to someone followed by another 30min while you are transfered to a supervisor, many of times during my calls I have been hung up on. Despite the fact that none of their vendors can remedy the problem they will not replace the still non-functional dishwasher instead they just insist on continuing to send people out and offer many times to send the same people out. This stall tactic has been successful on me, I have purchased a new dishwasher at my own expense as my family and I could not waste any more of our time waiting for HSA to repair/replace the covered appliance. Between the absolutely atrocious customer serive and the breach of contract regarding keeping all appliances under warranty in working order I felt the need to reach out in the hopes of preventing others from wasting their money on the policy.

Desired Settlement: Honor the contract in place to maintain working order on all covered appliances. Also their offer to have someone out to fix non-working appliances within 48hrs which never was the case.

Business Response: A supervisor will be calling the homeowner to discuss options.

11/22/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We have had 2 claims denied by HSA for reasons that are not accurate. The first was for a hot water heater that was not working properly. When the HSA service technician came out, they said the water heater was not installed to code an would not cover it. We contacted the original installation company, ******** ***, and were assured that it was installed to codes and they contacted HSA on our behalf. HSA would not accept the proof on installation and denied the claim. Our second claim was for our furnace. It stopped working. The HSA service technician was less then professional. Was late for the appointment and when he left, at 9pm, he was to contact HSA, see and get back us. Two days passed with no word, we called HSA and they told us we had to wait for the diagnosis. Another week passed and when we called HSA, we were told the claim was denied because it was a pre existing issue. That was in correct. We had a home inspection prior to our closing and the unit was working and we provided written proof from the inspection report. Also, we had the furnace fro 2 weeks before it went out. The HSA CSR, ******, told us to submit the inspection report and if it was proven the problem WAS NOT PRE EXSTING the claim would be covered. As stated, we provided HSA with the proof. We then heard from an HSA supervisor, ******. ****** told us "Oops, sorry, we made a mistake. Even though you proved it was not pre existing, the termination kit is really not needed and we won't cover it." This is not acceptable. We have a warranty that is worthless. They told us it would be covered once we proved it was not pre existing and now they won't cover it.

Desired Settlement: We want our claims to be covered. This company tries everything possible to not pay claims. They are not an ethical company and they do not stand behind what they sell. If they do not make the correct repairs, we want a FULL Refund for our ENTIRE Policy!

Business Response: The homeowner cancelled the contract on 11/3/14 and needs to sign the cancellation letter and return to HSA.  The refund will be processed once the signed cancellation letter 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.

this is nothing but another lie from HS a. When the hot water heater was installed  an expansion tank was not required per code in Spalding County. We installed the  expansion tank ourselves with the plumber. As far as the furnace, it too was installed properly up to code 17 years ago. The termination kit that is the problem with the furnace has simply just worn out. Normal wear and tear of anything inside the home is to be covered by HSA as per our agreement / contract. HSA continues to prove to be a non reputable company and they continually lie. We provided them with written proof that our furnace and everything worked prior to us purchasing the home and even after we purchased the home. We provided them proof that the hot water heater was installed by ******** *** completely to code at the time it was installed. HSA just wants to take money from people and not abide by their contract. If this is not handled properly and our claims paid for and our agreement / contract with them is terminated - we do want a full refund. If we do not get that,  we are going to small claims court. It is fully time that someone stands up against HSA. It is not fair that they take peoples money and provide nothing!

Regards,

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

 

 

Business Response: HSA cannot refund in full as we have abided by the state disclosers per the terms and conditions of the contract.  The refund will be pro-rated minus the $40 cancellation fee.  The homeowner signed and returned the cancellation letter and the refund check was processed on 11/5/`14.

11/22/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On Saturday, November 1, 2014, I called HSA to file a claim on my furnace for the second time in two weeks. I am the tenant of the home along with my two year old son. When making my phone call I spoke to a lady in customer service who was very nice and called a local HVAC company out to check if it was a safety issue. The tech came out, deemed the issue unsafe as it was my gas valve that was the issue. Mind you we are talking about a 26 year old furnace that had just had the thermocupple replaced about a week prior. So the furnace was shut off for good. I expressed to the tech that this issue needed to be resolved right away as we live in Northeast Ohio and it gets rather chilly this time of year. I expressed my concerns with having such a young child in the home that has chronic pulmonary issues that this needed to resolved right away. He assured me that he would call HSA on Monday and have it resolved. This is when the run around began. On Monday, November 3rd, I spoke to the local HVAC company around 1:00 PM because I was never contacted like I was told I would be. I than called HSA to tell them what was going on and also expressed what I had previously stated to the tech. I was assured once again this would be taken care of. At 4:00 PM, I called local HVAC company back to find an update, as it's easier to speak with them then waiting on hold for 30 + minutes. They had no update, so I had to call HSA. Once speaking to HSA I was notified that the request went to their "parts department" and that she would send over an e-mail to find out what was going on. She told me to call back in an hour and assured me I would only wait 3 minutes. An hour later, I was on hold for 20 + minutes I finally spoke to a customer service agent, IF thats what you want to call them. The man was rude and told me the "parts department" had not e-mailed any update over and all that he knew was that they were trying to get the gas valve from the Trane company. This is obviously because leaving a woman and her young child in a home that is 52 degrees for 3 days going on 4 is perfectly okay. I asked to speak to a manager, which was a joke. He was less than comforting by telling me the "parts department" was now closed and so was Trane, so yes it would not be fixed today. He also told me he would call me back first thing in the morning, which never happened. My landlord took a phone call later in the week that they were going to have to order the gas valve and it would take 2-3 days to ship the part. Obviously, they "assured" her that this was a priority and they had the part "rushed". It is now Friday, November 7th, and still no part. It was snowing this morning here in Northeast Ohio, the low is in the 20's, but this is okay with HSA. This is how HSA treats their customers who pay them to be able to call 24 hours a day if there is an EMERGENCY and the problem be fixed in a TIMELY manner. This BBB is a DISGRACE! They are more worried about not having to shell out anymore than they have to rather than worrying about the health and wellbeing of a ** **** *** ****** *** * **** *** **** *** *** ****. I really hope this is dealt with and another family out there does not have to endure what I did. Thank you for listening.

Desired Settlement: I think the appropriate outcome would be for the furnace to be totally replaced free of charge. The furnace is 26 years old, two parts have now been replaced in a less than timely fashion and within a week of eachother. The home owners pay their dues to HSA monthly. I would like to have the piece of mind that another situation like this is not going to happen again because of less than qualified customer service agents. A gift card in the amount of $100 for what I ,as a tenant, had to pay to live in a home WITHOUT a furnace for a week because of this company is also desirable. No one, let alone a single mother should have to worry about these things. HSA is supposed to be there when we need them. NOT give us the run around for over a week and leave us in the COLD.

Business Response: HSA apologizes for the delay and any inconvenience to the homeowner.  The part is specific to the unit and has to be name brand and ordered through the manufacturer.  HSA called the vendor and the part was delivered at 11:04 am on 11/7/14 with the repairs being completed later that afternoon

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 appreciate the apology, it does not fix the entire week that myself and my young child had no heat.  The local vendor could have ordered the part themselves, and your company said no.  This undoubtedly would've fixed my furnace sooner than 7 days.  The entire situation disappoints me for one reason only, you left us in the cold, literally. HSA is supposed to be there for you 24/7.  That is what the homeowner pays for, not for your customer service agents to make you feel more than alone in such a situation. The least you could do HSA, is to compensate me for the 7 days I had to pay rent for a home WITHOUT heat because of your company, as I previously stated.

Regards,

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

 

 

Business Response: The unit in the home is a TRANE and these units are TRANE manufacturer part specific.  Whether HSA would have allowed the vendor to order the TRANE part, which has to be ordered from the TRANE manufacturer, the amount of time to receive the part does not change.  Per the terms and conditions of the HSA contract, HSA is not responsible for part delay.  Again, HSA does apologize for the inconvenience. 

11/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like to be refunded for either the money we paid for the non-existent warranty ($41/month times 23 months) or for the plumbing bills (previous bill 425) and the one I am about to incur as the problem is still not fixed at the time I write this to you.

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

11/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: The vendor should repair without additional deductible as per my contract without further damaging my equipment and exposing my family and myself to a severe health damage.

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

Consumer Response:

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

 

 

 

Business Response:

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

11/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had home warranty with this company since 2011 and my use of the warranty has been reasonable. The first year I used them three times and they only honored two of them. Second year I asked for service twice one was denied and the other one was left incomplete without any explanation. Third year I made a request for electrical work they contacted a vendor for heating system they informed the company that they do not do electric work and I did not receive services. This year yesterday Nov.16 my heater did not work and I called their emergency number twice and I waited a long time no one answered AI filed a claim on line. They sent me an email that a vendor will contact me within two hours. After 3 hours I contacted the vendor no answer. I left a message for the vendor on their emergency number I did not receive any response. I called the company they said they will contact another company but warned me if the claim was not valid I have to pay overtime to vendor in addition to $100 deduction I accepted. I did not recieve any call from the vendor yesterday. They called today and said they will do only diagnostic work and we have to pay for all the repair. I gave up on their service. Called them I asled them to cancell my contract they said I cannot cancell it. I know it is in the contract but they did not give me service three times when I had asked. Click for claim details Failed System Report Date Status Result *Est. Retail Value 100-1820128-C01 Air Conditioning System - Forced Air, Electric 7/31/2012 Result - Invoice Paid Repair $380.00 100-1780842-C01 Plumbing System - Lines, Drain-Routing 5/20/2012 Result - Invoice Paid Repair $190.00 100-1779458-C01 Air Conditioning System - Forced Air, Electric 5/16/2012 Authorization - Authorization Initiated 100-1880341-C01 Heating System - Forced Air 12/21/2012 Result - Deny (Repair) Repair 100-1880222-C01 Plumbing - Water Heater - Water Heater, Electric 12/21/2012 Initiation - Vendor Contacted Tracking No. Click for claim details Failed System Report Date Status Result *Est. Retail Value 100-2181000-C01 Electrical System - Interior Electrical System 7/20/2014 Initiation - Vendor Contacted

Desired Settlement: I like the company cancell my contract and refund the payment for the most recent month.

Business Response: HSA has cancelled the contract and will be sending a cancellation letter for the homeowner to sign and return for the refund to be processed.

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,

 

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

 

 

 

11/18/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have complain about this heat vent in my master bath since 12/13, it was fix in 02/14 and did not work properly I had call/write online complaint and they sent someone out finally in October the component was making a very loud noise worst then the one replaced and when the technician was out it had stop working twice and he had to turn it with his hand to move. He took photo's and indicate he was going to write this up and turn it in. I had not heard from them for two weeks I call and was informed that technician stated it was just a loud noise and owner did not want to hear it. I was called again on today and spoke with the technician and he said it was a misunderstanding with the company and he would be contacting them. I was then call this evening by HSA and informed they where sending someone else out for a second opinion and I still owe for the last visit I was informed by the representative that assign ** ******** to come out that I did not have to pay a deductible base. I was then informed they had to pay ** ******** and he said I did not have to pay, he took a picture of the model number and said he would be ordering the part and replacing it. I have had problem sitting on the phone with HSA for hours at a time, having representative be rude and nasty, pushed for almost a year about this problem.

Desired Settlement: I want I working heater component replaced or the cost paid in full for parts and labor of my choice of electrician.

Business Response: HSA had a vendor out to the home on 10/31/14, with 2 additional technicians to assist, and homeowner declined the service due to not wanting that many people in his home.  HSA has sent a request over to vendor department to find another vendor for this homeowner.  The homeowner will be contacted once another vendor is located.

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 didn't refuse' I informed agent that it was said to me by companies I have contact in the past they dont wants to deal with HSA becuase slow or no pay (the last company I found for work refused unless HSA paid by credit card they did honor that request after multiple times calling into HSA office complaining to several different agent/supervisors. I was told to pay out of pocket and I refused to pay out of pocket then wait for 21-30 days for my money to be returned. I still have not been contact back by HSA. This problem has been going on almost a year now.

Regards,

***** ******

 

 

Business Response: HSA is contacting the homeowner to discuss next step to get a service provider out to his home.  Homeowner will be contacted today. 

11/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have over paid for a plan and received no refund our dishwasher repare has missed two appointments and was rude to my wife. We still don't have the dishwasher repaired. Had a delay fixing the furnace with the prior owner and didn't get it fixed before it turned cold and we have an infant in the house. There is a pattern of slow, bad service and lack of response.

Desired Settlement: Refund for the overpayment and my hundred dollar deductible. Payment for the 10 hours my wife waited while no one showed up. We would like the dishwasher fixed or replaced as promised in the brochures ASAP. I would also like our local rep to respond promptly.

Business Response: HSA had dispatched a second opinion vendor on 10/23/14.  HSA will contact the vendor to obtain the information on the unit.

11/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: They were supposed to replace my stove. They called and gave me an option, it was for a free standing stove, and I have a drop in. They told me they would return. My call, they did not. When they finally offered a drop in stove, I told them the one they offered,would not fit, the cabinets would have to be moved. They told me they would install it's, and take care of anjusting the cabinets. I said ok, as long as they will install it to fit. They delivered the stove, of course it did not fit,the delivery guy told me to call the, and they would get a caenter to make the adjustments to the chineese, and they could come back and install it. I called the next morning, the person on thehone told me she saw in the notes that I gVe the, measurements that clearly did not match the measurements of the government they sent. She said they don't do alterations, but I told her the my many calls to them, they assured me they would modify the cabinets and install the stove. She said someone would call. No one ever called. I called again that afternoon, they kept me on hold for over 23 minutes. The person said she was getting her supervisor, but the supervisor never came on, the same person said they are not reo single for alterations. I told her I asked several times about the difference of the measurements, and two people told me they would take care of that and install the range. She asked me who those people were. I told her I didn't have their names. She then said the supervisor would have to go through the record and would call me back. I asked when because we have already been without a stove for more then a month waiting on them. She said she didn't know, there were a lot of calls. She then asked me if she could do anything for me, I asked her what she could do, she got mad, tried to talk over t of me, the. Hung up. I want the stove installed, as was told would be, and now, I think I am entitled to payment for meals for each day they have drug this out. It is very expensive to eat out because you don't have a stove to cook on. They are very unprofessional, and attempt to put me off at every opportunity.

Desired Settlement: Install this stove as they said they would. Since it has been so long, and such a hassle, I think I deserve payment for having to eat out due to no stove.

Business Response: HSA can offer to cover the restocking fee to return the unit and the homeowner can choose to take the cashout option to purchase a unit with the correct dimensions.  Per the HSA contract, HSA do not cover modifications to cabinets to make a unit fit.  The homeowner should contact HSA with her decision.

Business Response:

HSA would like offer half of the $250 for the homeowner's inconvenience.   The reimbursement check will be mailed out on 11/10/14.

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. 

Regards,

 

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

 

 

 

11/5/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I purchased our new home on August 8, 2014 with a HSA Home warranty. The home warranty covers appliances as well as other items in the house. Our problem is the ******* ********* ***** that was in the home as part of the package. Within six weeks the large and small burners on the stove stopped working. We immediately contacted HSA Home Warranty.While waiting for a customer service representative to answer which took about 30 minutes the run around to assists us began.With at least a dozen calls, we discovered that they did not have a licensed Samsung technician in our area which is ************** **. We were then told to do a google search or look up in the yellow pages to find a Samsung technician in our area. We were shocked! We did just that and found a licensed technician who was prompt in evaluating the problem. HSA Home Warranty also requested the technician contact to verify that they indeed were licensed to service this product, which they did so promptly. Evaluation of the problem was done in speedy manner and the results were the stove required computer elements to repair the problem. The total cost of repair with service is $700.27.We then attempted to fax the repair invoice to HSA Home Warrantyand we could not fax the paperwork. I contacted HSA Home Warranty and was informed that the fax was in a secure area and they did not have access to it. The customer service agent then asked for the number to the technician, which we gave and we asked for a prompt return phone call which we did not receive.With great frustration we called back to get no satisfaction until finally a manager came on the phone to inform us that we have to pay out of pocket expenses and then summit the bill to HSA Home Warranty. With great concern, knowing the company does not receive faxes we feel we will be out $700.27 minus the $75.00 service call with a total of $625.27, without being compensated.

Desired Settlement: Refund payment upfront in the amount of $625.27 to cover the cost of repair or replacement of the Samsung Stove.

Business Response: HSA will mail out the reimbursement on 11/3/14.  The homeowner needs to fax a copy of the receipt to ###-###-####.

Business Response: HSA has already mailed out the reimbursement check to the homeowner on 11/3/14 without receiving the paid receipt first.  HSA is asking the homeowner to send in a copy of the receipt once the new unit is purchased.

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,

 

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

 

 

 

11/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a warranty claim for my broken ice maker. Home Warranty of America (HSA) sent out a contractor ***** Force (OF) to address my claim. OF did come out and fixed my leaking ice maker for the deductible which was $75.00. The ice maker started leaking again and I called OF to come out to fix it. OF stated they would come out the next day and did not. OF came out again about 2 weeks later and said another part was broken. OF contacted HSA and they will not cover it because the ice maker should not have been covered. I have tried to resolve this on my own to no avail. HSA stated they would "make it right". Their definition of make it right is that I need to work it out with OF. I have talked to a number of people at HSA and they are refusing to cover any additional charges and OF has also refused to cover any additional charges. I asked a supervisor, *** why the work was started and covered originally and he said that he didn't know why. I believe that, even if the ice maker wasn't originally covered by the policy, HSA and OF should stand behind their work and as HSA has stated - make it right. Therefore, I am requesting that HSA and OF complete the repair to my satisfaction and warranty their work if it breaks again between now and the end of the policy or refund me the amount paid for the policy of $445.00 and refund the deductible that I paid OF in the amount of $75.00.

Desired Settlement: I am requesting that they fix my ice maker (work was already started) or refund me the purchase price of $445.00 from Home Warranty Services and refund my deductible from ***** Force of $75.00.

Business Response: A supervisor will call ***** to have the ice maker repaired at no cost to 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.

 

According to the response from the company they were going to contact me to have the issue resolved at no cost to me. Someone named ** contacted me and left me a voicemail, I have called ** back twice now and he has not responded.

Regards,

****** ******  

 

Business Response: A supervisor is contacting the homeowner to provide the homeowner with a local certified Samsung service provider to diagnosis the refrigerator.

10/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I need my forced air furnace replaced and per my HSA warranty I am covered up to 1500.00. HSA sent out a technician and the quoted to job at 1791.00, HSA is willing to cover 706.00 of the repair bill. The balance of the bill is due to duct work, flute, gas line, and coil drain line adjustments. HSA feels this is a modification and not a requirement, the new unit is smaller and without these adjustments it will not work. I purchased and agreed to the terms of the contract and it reads 1500.00 of coverage for a furnace replacement. The technician didn't say the previously list items were at fault so HSA will not cover them.

Desired Settlement: I want HSA to honor there warranty for 1500.00 of coverage for the furnace as the contract reads, I am not a lawyer but I am using common sense for the adjustments that need to be made to accommodate the new furnace. The balance of 794.00 is what i am being shorted and HSA is already not paying more then half the repair bill.

Business Response: The amount that HSA is approving is for the furnace itself and standard labor.  The HSA contract does not cover modifications or disposal fee per the Limitations of Liability : 5.Modification charges or costs for metal fabrication, plenum work, or electrical changes necessary to satisfy the installation requirements of a new replacement unit, and 14. You may be charged an additional fee by the service contractor to dispose of an old appliance, system or component. HSA is not responsible for these charges. The homeowner has taken the cash out option to have the repairs done by his own service provider.

Business Response: As stated previously, modifications, disposal fees and permit fees are not covered under the homeowner's contract.  If the 7 star upgrade had been purchased, it would have assisted with some of these costs.  On page 7, number 20. Seven Star Upgrade:  ....Modification charges: if HSA has authorized the replacement of a water heater, central heat or central air system and metal fabrication, plenum work or installation of a new pad for a condensing unit are necessary to complete the covered replacement, HSA will pay $300 aggregate toward modification charges. Permits: HSA will pay the cost for obtaining permits for HSA-approved repairs and replacements up to $250 per occurrence. Removal and disposal of replaced equipment: when HSA replaces a covered system we will also pay the cost to dispose of the defective equipment. Mismatched heating and cooling systems: HSA will cover a defect or mechanical failure of a system that was not properly matched in size or efficiency, if the defect or mechanical failure would have otherwise been covered. If the mismatched system is a code violation, coverage will be limited to $250 aggregate. Improper installation,modifications and/or repair: HSA will cover a defect or mechanical failure of a system that was not properly installed, modified and/or repaired, if the defect or mechanical failure would have otherwise been covered. If the improper installation, modification or repair is a code violation, coverage will be limited to $250 aggregate.  The 7 star upgrade was not purchased, therefore, the modifications, disposal fees and permit fees are not covered.

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,

 

******* ****

 

 

 

10/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: There was a leak in my house. I took care of cutting away the drywall to locate the source of the leak. I could no longer trace the leak through my own means. I filed a claim with HSA. They contract ***** ******** from *** *****. ***** ******** finally came out (a complaint to file later about ***** ********) looked around, did nothing. Called HSA to gain authorization to cut through stucco on outside of house to gain access to leaking water line. They denied the claim. ***** ******** would not even cut the line and place a plug on it in order to allow water to be turned on to the rest of my house. However, they did go ahead and collect the $75 deductible required by HSA. I called HSA to express my dissatisfaction. They claimed they do not authorize cutting through stucco, but will cut through brick, concrete, etc. However, line 5 of their limitations states clearly that they will grant access to plumbing. Only later stating there is a limitation through brick, concrete, etc at a $500 maximum. Regardless, stucco can be broken through with a hammer. Brick and concrete is much more involved. I was told I would receive a phone call from ***** ******** the next day for an out of pocket quote on accessing through the stucco. I received no call. I made my dissatisfaction known to HSA and received a call stating everyone was waiting on my decision, which is a complete lie. Basically they stole my money, did nothing to repair my house, and have left me with no solution to water to my house.

Desired Settlement: At this point, I am done dealing with HSA. I can fix this problem myself for less. They should refund the $75 that was stolen from me, since no services were rendered. HSA should also refund a prorated amount of my remaining contract so I can leave them and go to a more reputable company. HSA should also apologize for their unclear contract, lack of communication between their chosen contractor, and pay for whatever materials I have to purchase to repair the problem myself. Failure to respond would be the worst outcome they could choose.

Business Response: Per the terms and conditions of the contract, accessing through stucco is not covered.  See Limitations of Liability: number 5 : 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. HSA is not responsible for moving obstructions including, but not limited to, built-in appliances, systems, cabinets, tile and floor coverings or pulling and resetting a sink, shower or bathtub to access a failure. Any plumbing or ductwork failure requiring access through concrete, stone, rock or brick is limited to $500 aggregate for total repair including access, diagnosis, repair and/or replacement, even if the primary failure is not located within the concrete, stone, rock or brick.

Business Response: The refund check was mailed out on 10/3/14 to the property address.

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,

 

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

10/2/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: HSA warranty has been paid faithfully by me via automated drafts. Recently in June of this year there was a blocked drain in my sink. I called the plumber to fix it because the leakage was draining on to my hard wood floors. It was discovered that the blockage was further down into my basement which required extensive work. It was completed with a charge of $395.00. After I informed HSA, they then called the company which confirmed the work and payment. I received notice that the going rate was $310. I never heard anything else as it takes 21 days for reimbursement. After that specified time, I called HSA. Despite speaking to the staff and the owner, they reported they had no record that I paid for the services. Again another call was made to determine the amount I paid. I then did a follow-up and spoke to ***** ****** on August 19th. At that time the paid invoice was emailed to that representative. Fast forward to September 11th. I called yet again and spoke to Mr. ****** who reports that the email was not received. I was sent a copy of the email with the attachment documenting receipt of the invoice. He proceeds to call the plumbing company again asking for the price. Mr. ****** said that it would have cost $200 had it not been so deep. Mr. ****** now wants to offer me $200. The scheme is to continue to call the company repeatedly until they can get a lower price despite it not applying to my particular situation as Mr. ****** said. Now its been since July and I'm no closer in getting my claim and if I do, it will be $110 dollars less than what was originally documented in a letter from HSA.

Desired Settlement: I would like to have my $310 sent to me immediately. I would also like to end my contract with them immediately. I will not renew and that would settle it. I will also not refer any of my colleagues or any other hospital staff to this company.

Business Response: The charges for routing from the roof vent pipe and installing a clean out in the basement are not covered under the HSA contract.  HSA covered to route the line once the clean out was installed and HSA has issued a refund check for $200.00 that was mailed out on 9/19/14.

Business Response: HSA has reimbursed the homeowner the approvable costs per the terms and conditions of the contract and the $200 is that approvable amount.  The amount the homeowner is asking for is the estimated retail cost not the actual cost of the repair.

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 do not accept this response nor will I waste any more time with this company.  A class action lawsuit should be filed against this company because of their unethical and unsavory practices. November 8 th I will not renew. I hope *** ********* of this company reviews the policies and procedures so that many other customers who are dissatisfied will regain confidence in this company.  I seriously doubt it since they work very hard not to reimburse you. I contend that I am owed $310.00. I did not receive a notice in the decrease. I will deposit the check and chalk it up to the worst experience with HSA and I will not be giving any referrals. Good luck to HSA on cheating the next consumer.

Regards,

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

 

 

9/30/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased a home in November, 2013 and included with it was a home warranty by HSA Home Warranty. After several hard rainstorms in late June 2014 and early July 2014 we realized we had a severe leak that was making water spots on the ceiling of our garage. We called several reputable roofing companies in the area, and decided to go with ******** *******, Inc since their quote was the best price. After the work was completed and we paid the $395.00 bill, we realized this work was covered under the home warranty contract (see page 4, section 7). I called HSA Home Warranty less than 30 days after the work was completed, and opened up a claim, which I was told would be no problem getting reimbursed for. The claim agent had me email in all paperwork, and he said they would "work in reverse" to get this paid. About two weeks after I submitted the claim, I received a quick email from HSA Home Warranty stating they are denying the claim saying "the leak was not caused by normal wear". I would like to know what HSA Home Warranty considers normal roof wear to be compared to abnormal roof wear. It appears as though HSA Home Warranty is playing on words (or assumptions) to not pay out an obvious failure they cover in their contract. Contract # ** **********

Desired Settlement: The repair cost $395.00. HSA Home Warranty deductible is $75.00. I would like a check sent for $320.00 to cover this repair cost. **If I do not receive this check, I have Channel 5 in Cleveland, OH wanting to run a story on home warranties and how home warranty companies fail to meet up to their end of the deal.**

Business Response: On this roof claim, the technician stated that there were three shingles were blown off the roof.  Per the HSA contract, on page 4, number 8. Roof Leak: NOT COVERED: condominium or townhouse roofs; leaking of an existing roof that has not been properly installed or attached; damage done by ice, mud, snow or wind and any acts of God; secondary damage from any type of leak or re-roofing of the residence; chimneys, gutters or downspouts, skylight or skylight flashing repairs for leaks or any other damage.  Wind damage is not covered under the HSA contract.  The roof /materials would need to be properly installed and the failure not caused acts of God and secondary damage.

Business Response: An authorization associate is contacting the service provider to obtain more information and the homeowner will be contacted once we have reviewed 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.

***Just waiting for the response from HSA after they speak to the roofing contractor, per their most recent reply to this complaint.

Regards,

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

 

 

9/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Filed a claim with HSA home warranty. Knowing I had active leaks in my home, they still took 2 days to send a plumber to my house. While there, the plumber looked at the issues and told me the claim would be denied based on his opinions. The opinions were based on speculation, no one could possibly know 100% what caused the issue. Sure enough they denied my claim and then the plumber quoted me something outlandish to complete the job. I of course said no thank you I will have my own plumber do the work. After wasting my entire morning for nothing, I was told I had to pay a $75 deductible. The whole process was seedy and I suspect the plumber probably wanted the claim denied so he could try to make more money off me. All I want is my $75 back that I feel was unfair for me to pay in the first place.

Desired Settlement: Refund of $75 deductible and a review of the plumber and his business practices.

Business Response: The professional opinion of the technician is how HSA determines the coverage per the terms and conditions of the contract.  The technician is an expert in that field and diagnoses what he observes.  The technician found a drain line leaking above the water heater due to the nut to tighten the gasket was missing completely.  HSA does not cover to replace something that is missing.  He also found that the water on top of the water heater was not due a leak with the water heater, but water from the drain line leaking above the water heater.  Finally, the leaking shower head was a failure that has been occurring for quite some time due to the amount of water it was leaking and did not occur within the contract period.  Based on the information,we received from the technician, the denial of these claims stand. 

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 bogus. We went through a due diligence period when buying the home. A home inspector checked the plumbing. If these issues already existed I would have asked that thy be fixed prior to my purchase. Even if the issues were pre existing they were not my fault. I was duped as a consumer into thinking I had a viable home warranty. Instead, I called with an issue and they sent a seedy, dishonest plumber that tried to prove gouge me. He quoted me $325 for the job before even getting a decision from HSA. He thought I would be dumb enough to just say"you are already here, go ahead and do the work". I had a reputable plumber come the same afternoon and do the work for $200. They need to review who they are working with.

Business Response: HSA can review the claim, if the homeowner sends in the invoice of the work that was performed by his vendor.  Once this is reviewed, the homeowner will be contacted. 

9/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company advertised that resolution is usually within 48 hours. I'm at 48 hours and still can't get a service rep to set time for inspection of the non-servicable refrigerator. HSA rep's last agreed to task was to consult with "vendor management." said rep advised that they would be in touch early the next morning. I finally got to speak to a service rep the following day who advised the claim is "stuck with vendor management and will be another 48 hours before anything can be done." If nothing, that is false advertising. Reason given: we are very busy in the *** ****** area. Sounds ill equipped for their business. Perhaps they should refuse new applicants until call load is more manageable.

Desired Settlement: A service rep of known quality to examine my equipment and make a repair or replacement within the 48 hour window that was advertised.

Business Response: HSA has found a vendor to service the refrigerator and has been in contact with the homeowner.

9/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a warranty for my house I purchased in October of 2013. I had a water main leak that was spaying water in my basement. I called the company to file a claim. The company said they would send a qualified technician out to look at it. The technician said that they agreed that the leak is in the house, however they said that there company does not do that kind of work after I paid her $75.00. When I called HSA back they said they would have another company come out and look at the problem. I did not here back fro them so I called them back. They told me they could not find a contractor however I could look for one. After a couple more days I called them back and told them I could not locate one. I told them I may need to find local people to do the manual labor work and I may need to rent tools to do this job. I have not heard from this company back in 2 more days. I have been without my water for 2 1/2 weeks. My drywall in the basement is moldy and water damaged. I have consulted with people in the neighborhood that had this work done before and they have estimated about $3500 to replace the water line.

Desired Settlement: Their flyer says that they will pay between $100-1,200 for plumbing.So I am looking for $1000.00 to help pay to have this fixed. This cost will pay for the rental equipment and some of the labor. ITEM REPA IR REPLACEMENT Heating system $96 - $600 $1,325 - $4,700 Central air $200 - $1,100 $1,475 - $5,200 Water heater $85 - $210 $420 - $805 Plumbing $100 - $1,200 $480 - $3,225 Refrigerator $80 - $515 $525 - $3,100 Oven/range $80 - $310 $415 - $2,600

Business Response:

Per the technician, the leak is within the foundation wall, it is a concrete encased pipe that is leaking. Per the HSA contract, section F, number 5.  Providing access to a covered component or system other than plumbing or ductwork systems. HSA will pay to provide access to plumbing and duct work systems through unobstructed walls, ceilings or floors only, and will return the access opening to a rough finish condition. HSA is not responsible for moving obstructions including, but not limited to, built-in appliances, systems, cabinets, tile and floor coverings or pulling and resetting a sink, shower or bathtub to access a failure. Any plumbing or duct work failure requiring access through concrete, stone, rock or brick is limited to $500 aggregate for total repair cost including access, diagnosis, repair and/or replacement, even if the primary failure is not located within the concrete, stone, rock or brick.  HSA would approve the $500 aggregate per the terms and conditions of the contract. HSA is unable to find an excavating company for the homeowner, so the homeowner can use a company of his choice, who is licensed to do this type of repairs

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 filed a complaint earlier on HSA trying to get them to fulfill their end of a contract. They agreed to pay me $500.00. as stated below It has been a month now and I still have not received payment. "MESSAGE FROM BUSINESS: "Per the technician, the leak is within the foundation wall, it is a concrete encased pipe that is leaking. Per the HSA contract, section F, number 5. Providing access to a covered component or system other than plumbing or ductwork systems. HSA will pay to provide access to plumbing and duct work systems through unobstructed walls, ceilings or floors only, and will return the access opening to a rough finish condition. HSA is not responsible for moving obstructions including, but not limited to, built-in appliances, systems, cabinets, tile and floor coverings or pulling and resetting a sink, shower or bathtub to access a failure. Any plumbing or duct work failure requiring access through concrete, stone, rock or brick is limited to $500 aggregate for total repair cost including access, diagnosis, repair and/or replacement, even if the primary failure is not located within the concrete, stone, rock or brick. HSA would approve the $500 aggregate per the terms and conditions of the contract. HSA is unable to find an excavating company for the homeowner, so the homeowner can use a company of his choice, who is licensed to do this type of repairs"


Desired Resolution:$500.00 as promised by business

Regards,

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

 

 

Business Response: Once HSA receives ta copy of the paid invoice for the repairs, the homeowner will be sent the check for $500.00.

9/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 5/24/14 I filed claim with HSA for dishwasher leaking into basement. They sent a company called *** on 5/30/14 to fix; ***'s note states that float was not in place and that they repositioned unit. Discovered later that dishwasher still leaks into basement. I called HSA on 6/11/14 and they said they couldn't help me since my warranty ended on 5/31/14. They gave me phone # for *** (###-###-####); *** said they couldn't help me and that issue had to be resolved through HSA. HSA contract page 4 says "deductible - 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. ***'s service warranty says "if any repair service for which there was a charge fails within 90 days from date of service *** will provide the labor and parts necessary to correct the repair previously performed, free of charge. Despite the fact that I called each company several times, *** would not come out to look at dishwasher again and HSA would not help even though they choose the service provider (customer is not able to). I don't know address of *** so I wasn't able to find them to file complaint about them as well. I paid $100 for a float adjustment and issue of dishwasher leaking into basement was never resolved. I have not been able to use dishwasher since. Someone suggested I contact you since this issue doesn't seem ethical to me and I feel like I was taken advantage of. Thank you for taking time to help.

Desired Settlement: $100 refund so I can find a service provider on my own to resolve leak issue.

Business Response: HSA has processed a refund for the $100 that was paid by the homeowner and  will be mailed out on Monday, September 22, 2014.

Consumer Response:

Better Business Bureau:

THANK YOU SO MUCH FOR YOUR HELP!  THIS MEANS A LOT TO US :)


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


Regards,

 

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

9/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have been loyal members of HSA for over 5 years and have paid several thousands of dollars in that time period. For the most part, we have been pleased with the quality of contractors we have encountered with our claims and have been satisfied with repairs made. That is until recently, we recently made a claim on our dishwasher which we believed was leaking causing our kitchen floor to become damaged. On June 9, we requested repair on both our dishwasher and dryer. The HSA representative gave us ******’s ********* ******* as the contractor who would be complete our service request. The repairmen from ****** came to the house on June 13 and “fixed” both the dishwasher and dryer. When they left our house they stated both things had been repaired and gave my wife a receipt with no indication of additional services needed or what was repaired. We began using the dishwasher again for cleaning dishes. The week of June 23 we received a telephone from ******’s stating our part was in and needed to schedule a service call. We scheduled; ******’s came out again to install the ordered part. While they were servicing the dishwasher they started to run the dishwasher through its cycle when a bunch of water went all over the floor. They cleaned up the mishap and “fixed” the dishwasher. They left without giving additional paperwork on what was installed. They stated that it was good to go; if it leaked again to give them a call. Thinking the dishwasher was repaired we began using it again. Over time we noticed the floor appeared to be getting worse. Out of curiosity, I took off the bottom rail of the dishwasher and began to run the dishwasher. Within a few seconds, we knew the dishwasher was still leaking as water flowed steadily on the floor. I immediately stopped the dishwasher. Obviously, it had not been fixed correctly. At this time we pulled up the laminate flooring in front of the dishwasher. We saw it was wet underneath it. We attempted to dry it out with fans and dehumidifiers. It didn’t seem to be helping the floor dry out. Fearing the floor damage was worse than we thought we contacted *********, a water damage repair company, to evaluate our floor situation. They confirmed our fears and gave us an estimate to remove the damage floor allowing it to dry. In order to do this the dishwasher had to be removed. We scheduled the work to be done on July 28; the cost would be $1350. On July 24, after talking to *********, I called HSA to say that our repair had not been completed – our dishwasher was still leaking and our floor needed to be pulled up. The HSA representative at that time initiated another work order regarding the repair needed. We were also told to contact ******’s directly if they don’t call us to get a service time. On July 25 a representative of ******’s made arrangements with me to come back to my house. My wife met Carl, who verified that the dishwasher was still leaking. When my wife asked about repair, she was informed that ******’s had not received the work order in their queue. She was told to contact HSA regarding the repair. Carl spent less than 5 minutes assessing the situation. He did not bring any tools with him to repair the dishwasher. After Carl left, my wife called HSA again to initiate a claim order for this repair. The representative told my wife that a claim order was initiated the day before and that ******’s should have it in their queue and should be able to pick up the request. My wife mentioned it to Carl regarding the work ********* was going to do that the dishwasher needed to be removed. Carl said that when they replaced the motor that it would be pulled out but he could not do anything until he received the claim request. A new floor was put in on August 4. That day I contacted HSA on this day and told them we needed our dishwasher reinstalled and repaired. They claimed it wasn’t a dishwasher problem but a plumbing problem and contacted a plumbing company for us. The plumbing company did call but no arrangements were made between us because we would be charged another $75 service fee and no installation of the dishwasher would be covered. Good thing no agreement was met with the plumbing company for this service because on August 13 ******’s called me and said they have the replacement motor in and would like to schedule a time to install it. So much for a plumbing problem! I really had doubts putting this dishwasher back in after having invested $2500 in the floor with the fear it could yet leak again. But I was willing to go along with it if the $75 dollar service fee would be waived and the dishwasher would be reinstalled free of charge given the stress and expenses involved. HSA denied our request. I called ******’s; they said they would charge us for the installation of the dishwasher.

Desired Settlement: We were completely fed up with the situation, so we gave up on repairing the old dishwasher and purchased a new dishwasher to be installed. We feel that HSA and ******’s should reimburse us for the minimum expense of the new dishwasher and its installation ($600) since both companies failed to rectify the situation satisfactorily. We are not asking to be compensated for the expense of the floor work, though maybe we should, so we hope they will agree to pay the $600.

Business Response: HSA is willing to reimburse for parts, labor and refunding of the deductible, since the dishwasher was repairable.  The amount HSA will reimburse is $221.66. and the check will be mailed out on 9/2/14.

9/15/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently purchased my first home, which came with a home warranty through HSA. We upgraded the coverage to the 7-star level to add protections against improper installation and other things to give us piece of mind that any issues with the house found within that first year would be covered. This is outside of known issues found by the home inspector. About a month into having our first home, our finished basement flooded due to the sump pump tripping the circuit and also due to a bad installation of the sump pump. Sump pump was replaced and routed correctly, only half of which was covered under the HSA warranty due to "contract fine print" and order of operations. We are still dealing with the damage and repair of the basement, already in about $5,000 of non-warranty covered money. The issue of the sump pump tripping the circuit as well as a number of other electrical issues I found that the home inspector did not were reported to HSA as a single claim. 13 bad outlets ( polarity reversed, neutral/ground swapped, no ground, cracked physically), 3 switches with issues, and bad exhaust fan were all reported. Initial visit replaced the exhaust fan and one of the outlets. Everything else needed "further authorization". Wait a few days then got an email saying that some was approved, others denied. The only portal is sketchy and doesn't show you the owner of the plan any of the details. I called and was told that the outlets weren't covered due to the issue being improper wiring installation. I have the upgrade that covers that so I brought it up. I was put on hold for 10 minutes. When the gentleman returned he said he changed the denial to an approval and they would reach out to the electrician to update them. A few days go by and I hear nothing. I call the electrician, they say they haven't heard anything from HSA and indicate they believed the claims were resolved. I call HSA back and tell them they haven't heard anything. I'm put on hold while the agent calls them, again leaving messages to call HSA. I'm told I'll hear back from the electrician to schedule them coming back. My wife a few days later gets a call from HSA explaining that everything else (12 outlets, 3 switches, sump pump issue) are all declined due to the electrician saying "everything works fine as it should have 50 years ago". I call HSA back and I am told that I need to speak to a supervisor. One isn't available and I will get a call back. No call in 3 days. So I call. I'm reminded that my wife was called and that I was to get a call. I advised that never happened. I finally speak to someone in the management team that says the sump pump issue of tripping (it is an active issue) would need a new line and new circuit as well as to go to a GFCI outlet and that adding new things isn't covered under the warranty. I'm told that since the wiring is from 50 years ago, that issues with today's outlets and electronics are not covered. The outlets are 3 prong, which have a neutral, hot, and ground plug. They don't work that way now. not covered. We couldn't think of anything that would actually be covered under this warranty to alleviate the issues I have with my new home. I have a warranty that covers maybe 5-10% of issues and everything is "an exception". I don't feel this service contract is providing any real service as I haven't gotten it. This company should be trying to help me the policy owner, finding ways to cover things, not finding ways to NOT cover things.

Desired Settlement: I'm not asking for a new house. I just want my "newly owned" home to be safe and work properly as I need it to. I need wiring / outlets that work the way they are designed to work, which hasn't changed in the last 25 years or so. I don't have ***** tube. I don't have aluminum to copper issues. Come on. I just want things to work the way my standard NEMA 5 3-prong electrical devices work. I also want to have my sump pump wired correctly, whatever that takes. I can't keep spending thousands of dollars due to an electrical issue.. I'm just asking that the 13 or so outlets, switches, exhaust fan and sump pump circuit are repaired to where they need to be.

Business Response: After further review, HSA can approve $250 toward the repairs on approvable outlets. The homeowner should contact the vendor, if they would like to proceed 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.

On 7/24 you responded with "HSA has approved the outlet by sump pump and the outlet for the humidifier per second opinion vendor." The vendor has not been contacted to indicate this was approved nor scheduled the work.  As you have approved this I expect it to be completed.  Please let me know what I can do to help speed this along.


Regards,

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

 

 

Business Response:

A supervisor will be calling the vendor to advise that the claim has been approved for the outlet by the sump pump and the outlet for the humidifier.

9/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a warranty through HSA. I contacted them on 9/3/14 because my water heater ruptured. I was told by HSA that I could use a service provider of my choice. I have a service company that I have been using for many years. The total cost for a 50 gallon oil fired water tank with the burner and the wiring and installation is $2,450.00. I was kept on hold for over 2 hours with HSA to only be told that they are going to only pay $750 because that is what they can get a water tank for. The price for just a 50 gallon oil fired water tank at **** ***** in ************* costs $1900 plus 6.25% sales tax. The burner for the water tank is an additional $500 plus 6.25% sales tax. That does not even include the wiring and installation by a plumber. I have small children as well as dogs that need to be fed and bathe and the water is currently shut off at the house. I asked HSA if I use their provider will I only be responsible for the $50 deductible. Rachel proceeded to tell me that HSA will only pay for the water tank and I would still have to pay additional costs besides the $50 deductible an she could not give me a time frame as to when the repair would be made. I cannot have my young children and pets in a home with no running water and no time frame of when it will be fixed. I just had my air conditioner repaired and HSA told me I could use my service man and I was fully reimbursed for the total repair less the $50 deductible. Now that I have an expensive repair, they do not want to pay for it and honor the contract. In the state of *************, I cannot keep my children without running water because HSA refuses to repair the water tank and burner and is being completely unreasonable with their pricing. If HSA were in *************, not only would the BBB be involved but the attorney general and the board of health would be contacting HSA.

Desired Settlement: I want to have my service man make the repair and be fully reimbursed for the repair costs. This has always beent he case in the past and I would get reimbursed the amount that I paid out of pocket less the $50 deductible. I need to have the repair done in a timely manner and my service man can make that repair and the price is a reasonable price for the repair that needs to be made.

Business Response: The homeowner was advised that pricing would be adjusted to what HSA's affiliated vendor would have charged for the same repair due to the fact that HSA affiliated vendor was available to do the repair. A supervisor spoke with the homeowner yesterday and explained the pricing adjustment.  The homeowner approved the non-covered charges and is proceeding with having their vendor complete the repairs.

9/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They replaced a quality Amana AC and Heating unit with a cheap payne unit . There contract says that they will replace items with a equal or better unit. The day after the new unit was installed I had to have the installer back out to fix a rattling noise in the unit. I was charged ***** 00 service and was told that it was a factory defect and that it was a piece of junk that AHS bought. I contacted AHS three times and was told someone would get back with me. As of this time no one has contacted me. ******* *******

Desired Settlement: I believe that AHS should replace this unit with a quality unit like they claim in there contract.

Business Response:

A supervisor will be contacting the homeowner today to discuss.

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 contacted me and said they would send another company out to check the unit out and that I would receive a call to set up the appointment.

No on called me and when I called them ( *** **** ***) they said no one from HSA had  contacted them. It has been Three days since I talked to a 

** from HSA service Dept. so I don't know what is going on.

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

 

 

Business Response: HSA apologizes for the delay and has dispatched the vendor.  Please call *** **** *** to schedule the service call.  Once HSA receives the diagnosis, the claim will be reviewed.

9/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Home warranty contract covers garage door repair/replace. HSA is refusing to honor the warranty even after I followed all the procedures. I bought a new house in late December. There is a home warranty for one year from the seller. Two weeks after the garage door opener was struggling to work properly. It would not open in the cold. The day it would not open I had to miss work to get it replaced. I called ********* ***** to come and replace the opener. After I made an appointment with them I called HSA home warranty to find out if this would be covered. I informed them that I had already made an appointment because I needed to get the door open I was informed that this was acceptable as long as they were a respectable company and HSA recieved a copy of the invoice. This was the agreement and I used a respectable garage door service. Once the repair technician came I was able to get the door open. He informed me after an initial search that I should replace the opener. I agreed and with the knowledge that it would be covered by HSA to in the end save them money as well with less hassle. I bought the opener that had all the safety standards, key pad and was a middle of the road model. Due to it being early January and in the morning I left and let the technician do his thing and did not want to remain outdoors in the cold. After the technician was finished he cleaned up. I paid for the replacement via my debit card, and he left after giving me a receipt. I filed the claim and heard nothing back until I believe it was June/July. HSA said they needed more information from the company. I repeatedly tried to reach them. Finally I was able to and Precision said they sent the material to HSA and talked to them over the phone. In August I received a call from HSA saying they were halting the claim because they heard nothing from the company. I contacted the company again and they emailed me a copy of the service report as well as HSA. After this I was told by HSA that my claim was denied. They say that because there is no way of knowing if the old opener had the safety eyes then they can't cover it. This is not accurate. The service report says the safety eyes "failed". If something fails it had to be there in the first place. Also, all garage door openers since 1991 have safety eyes. So it is safe to say they were there. The technician was unable to remember if they were there. So first they deny my claim based on a fact that they can not say is true or not. This was a reason that is inaccurate to begin with. I again tried to get a result yesterday on 8/20 and was given a completely different answer. I was told that the claim was denied because it was an "unauthorized" replacement. Again this is completely different from what I was told the previous day. And again this is a fabrication because I called the day the opener broke. I have this in my phone records. Bottom line is HSA is not honoring the warranty. I have never filed anything before with them and I am not looking for a handout. I expect a warranty is covered when I was told it was covered by at least 5 different people at HSA when I called.

Desired Settlement: I am seeking a refund of the cost to replace the equipment that is covered under the warranty. It is around $740. I am a resonable person and know that the policy I believe only cost $490. So they would be losing money on my claim. I would accept the $490 so both parties win. I am an honest person and all I want is an honest result.

Business Response: HSA has reviewed the calls between the homeowner and HSA.  The homeowner advised HSA on 8/19/14 that the old unit did not have any sensors or wall button.  Per the contract on page 3, number 3.  Interior Electrical System: Covered: garage door opener (2 systems maximum) must meet current safety standards; includes track assembly and carriage unit if part of the opener unit.  The garage door opener that was replaced had to have the safety sensors in order to have coverage.  The denial of the claim stands.

8/31/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Home warranty with HSA was selected by my realtor and went into effect April 1 2014. Shortly after moving into the home, I had a pool company come over and do a pool school. That company found several items wrong with the pump and filter wrote them down for me and I contacted HSA. HSA sent out a man from ******* *****. He showed up several hours late and was unprofessional. When I gave him the list of items that needed to be fixed, he disagreed with me and wanted to fix other items different ways. He made rude comments on my house and refused to listen to what I had to say about the items needing fixed. Needless to say I went with the more professional company I found and had to pay $2700 out of my pocket. In July I called about my AC unit not cooling properly, running constantly, and loud. HSA sent a man from ******* * **** ******* *** ******* to my house. Again this man was unprofessional, sweaty, dirty, and burped loudly in my home. He looked at the AC unit for 5 minutes told me to remove the rocks that were under the unit and to put my flower pot on the unit to stabilize and quiet it down. I asked him to about the condensation around the wiring, he said it was normal and reinforced the wiring. I got another opinion. This company actually took apart and did diagnostics on the unit and went into my attic to asses the other part of the unit. This company said the unit was not cooling properly, could break at any time, and when they went into the attic found corrosion on the wiring and mold starting to form. Had I listened to the company HSA sent out I'd be living in a home with mold beginning to grow, putting my health at risk. Fixing my AC unit is costing me $6600. I spent $75 for the pool guy and $75 for the AC guy to come to my house to do a poor assessment.

Desired Settlement: HSA has agreed to refund me the remaining money from my warranty minus $50 for early cancellation. After the trouble and poor quality workers they sent out, I feel I should receive a 100% refund in addition to the $150 I wasted in service fees for a total of $645. Cash or check will be fine.

Business Response: The filter for the pool was denied due to the failure did not occur within the contract period and the air conditioner claim was approved.  HSA cancelled the contract per the terms and conditions of the contract and the refund amount quoted to homeowner stands.  The homeowner was emailed the cancellation letter to be signed and returned to 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.

A detailed receipt was faxed to HSA for the pool in May. Can they provide me with a contact and I will fax the receipt to them again.

Regards,

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

 

 

Business Response: The homeowner can fax a copy of the paid receipt to ###-###-####.

8/31/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a home 6/22/14 with this home warranty already attached to the home. I had a crack in my water heater ( 8/14/14), water streaming in my basement. I called HSA home warranty informed them of this issue and they sent a tech out on ( 8/18/14). In the warranty agreement it states that I have a 100.00 dollar trade call fee. I paid that at time of diagnostic. In the warranty agreement it states that, HSA will provide coverage for authorized repair or replacement of Component parts. ( authorized by whom? ) Component parts meaning the constituent elements of mechanical items as covered by this contract. Operational Failure meaning the mechanical breakdown of component parts. Proper working order meaning functioning as intended and expected for its age and within the safety standards as established by the system manufacturer. I was already aware it was a cracked water tank, the tech that HSA sent out confirmed my findings. I was then told by the tech that he would submit the claim and should get an answer with in 3 business days and be back to repair or replace the tank. I was informed that I would have to pay an additional 691.50 dollars. ( I was under the impression that when you have a warranty, you pay your premium, and after your premium is met you pay one flat fee to get the damaged property repaired or replaced.) I am being charged 95.00 for a water coupling, 85.00 for gas coupling, 85.00 for a flue modification, 95.00 for a drip pan, 150.00 disposal fee, and 82.50 for a diagnostic electrical union. Not sure why I am being charged for a drip pan since I have a drain. My warranty states that flue piping is covered so not sure why I am being charged for flue modification. They are charging 150.00 disposal fee or I can dispose of the old tank myself. I don't understand why I have to pay an additional amount when I am paying for a warranty. I requested a second opinion. I was informed that I could take a pay out and have another company come and do the work but the pay out was only going to be approximately 500.00, HSA couldn't even give me a set pay out amount, I just know it wasn't the 691.50 dollars that they wanted me to pay to their contractor. I am not sure why when requesting another company to come out I am being refused that or I can take a pay out for less than what they are expecting me to pay to have their services, again makes me question why I even have a warranty.

Desired Settlement: I would like the replacement of the cracked water heater, I don't have a limited warranty, I have a warranty that I have paid the premium on and including the 100.00 trade call fee. This water heater should be replaced at no additional cost to me.

Business Response: The homeowner approved the non-covered charges today and the claim is moving forward.  The base warranty covers standard labor and the parts/equipment.  It do not cover code upgrades, installation modifications, disposal fees and permit fees, those would be the homeowners responsibility. 

8/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would either like my claim approved or a refund of my home warranty fees.

Business Response:

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

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution on this part of the matter is acceptable. I have filed a second compliant on this matter in regards to a false claim in my contract that repairs will be made within 24. I do want to point out their policy put my system at further risk of damage 


Regards,

 

**** *****

 

 

 

8/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Upon purchase of our house, a warranty provided by HSA was provided to my wife and I by the sellers of the home. The former home owners solicited and purchased the warranty from HSA, without any request or consent from us, as buyers. Upon expiration of the original service agreement purchased by the former home owners, HSA contacted me by phone to see if I was interested in extending the service another year. At that point, I was reasonably happy with the service, so I told the saleswoman that I would like to extend the service. I no longer find their warranty to be worth the monthly fee they deduct from my bank account, and wish to have the service cancelled. When I contacted HSA to cancel the service, their representatives informed me that their contract states the agreement is not cancelable by either party, at any time. When I was solicited to extend the service, I was not informed of this caveat, nor did I ever receive a written copy of the agreement stating such. I have also never put my signature on any form stating this, as I would never agree to this bindment.

Desired Settlement: Stop deducting payments from my bank account immediately, and refund this month's payment prorated to 7/11/14, when I requested the service be stopped.

Business Response: The contract was mailed to the property address on 3/19/14.   Per the contract, Section H: CANCELLATION, TRANSFER, RENEWAL: 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 cancellationThere are no state provision that overrides the HSA contract Section H, so the contract cannot be cancelled.  The contract has been taken off of auto-renew, so it will  expire on 4/24/15.

 

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 documents referenced by the business were not sent. I was sold their service without knowledge of the non cancelable term of the contract. Their sales representative not making that clear, as well as not sending me these documents, is completely dishonest and unsatisfactory. I want the contract cancelled immediately and a refund of all funds taken by HSA since the original complaint was made.

Regards,

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

 

 

Business Response: HSA has cancelled the contract and will refund the 8/1 payment that was applied.  A cancellation letter has been emailed to you to sign and return for the refund to be processed.

8/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a home warranty with HSA Home Warranty company, in Las Vegas, Nevada, although the company is actually this (home security company) located in Wisconsin. The address of this business matches the address on my contract with "HSA Home Warranty." I called with an A/C issue on May 3, 2014 and, although the temperature was well into the high-90's, the company did not send out a vendor until May 8, 2014, 5-days later. The vendor had no idea what they were doing and said the problem was unfixable, claiming there was no access to the A/C unit. Of course, this diagnosis (which was provided to HSA by both me and the vendor (AR Complete Service Co.) to HSA on May 8, 2014. For an additional week and despite my daily phone calls, HSA refused to send out another vendor for a second opinion. By all accounts and simple common sense, the vendor's diagnosis (that the problem was unfixable due to "no access") is beyond ridiculous. Having none of my phone calls returned for a week and as the temperature soared above 100 degrees on a daily basis, I finally got a supervisor on the line at HSA and (although she couldn't explain why no other vendor was sent out for a second opinion and why the company would not return my calls), she said I could do "customer choice" and have a vendor of my choice come out. Finally on May 14, 2014, a real contractor came out and we spent several hours on and off the phone with HSA to get prior approval before the repair was made. We sent pictures of both the old and new part, sent the contractor's license number, and (although it took all morning) got 'approval" to make the repair (which of course had no "access" problem)and I was told by HSA to pay the vendor myself and I would be compensated (paid back) by HSA. Now, HSA is giving me the run around. One of the (many) lady's who specifically "helped me" on May 8, 2014 was *** (extension # 6542), on May 29th I spoke to a ****** ***** and emailed him directly (this was the ninth time I had forwarded my paid invoice to HSA, first done on May 14th) and he was not helpful at all. I spoke to a supervisor named "*******" on May 30th (today) and she was EXTREMELY rude and (somehow) even less helpful than Mr. ***** and the numerous other employees at HSA. Bottom line is that HSA took 5-full days to send a "vendor" to my property despite the high-90 degree temperature, sent out an unqualified idiot of a vendor (AR Complete Service) who claimed the problem was unfixable, refused for a week to send out another vendor for a second opinion, and now refuses to compensate me for (finally) getting the A/C fixed on May 14, 2014. Eleven (11) days without A/C and now they will not pay for the repair. If this problem is not addressed by HSA, I intend to find other people around the country who this has happened to, write endless '****," Google and other reviews (on a daily basis), and file further complaints with all possible agency's both in Nevada and Wisconsin. I just want to be compensated like I was promised I would be. If HSA refuses to pay for the (obviously) legitimate repair, which would be my first choice, I would take a full refund of my supposed home warranty policy so that I can buy a policy with a legitimate company as opposed to HSA.

Desired Settlement: Pay for the A/C repair that HSA kept me waiting 11-days for, which HSA's supposed "vendor" claimed was unfixable. Using complete idiots as "approved vendors" is a disgrace, as is HSA's complete lack of customer service. I think HSA should reconsider "AR Complete Service Corp." as an approved vendor. Thank you

Business Response: HSA apologizes for the for delay in the air conditioning claim.  HSA has made the proper claim adjustment and have given the homeowner an additional $100 as service gesture.  The check will go 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,

 

**** ******

 

 

 

8/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I used my Home Warranty to fix an air condition unit problem Back in may 25 2014. They sent ******* (something cooling and air.. some company name *******) they changed the dual capacitor and i paid After the first attempt (and paying $75.00) Now August 3, 2014 the same situation is occurring. they tried to locate ******* - however they are on hold.. and cannot be called in.. HSA sent a new company - he came out and added Free-on - took it out.. and added again.. and took out - he left stating that I could call back if this happened again - It wasnt fixed - i called within minutes after he left - (left a voicemail - as it was after hours) called first thing in the following morning - to get a rude lady - to say i had to do ANOTHER CLAIM So.. after many attempts to get this resolved- they say i may have to pay YET AGAIN another $75.00 my issue - is i called in may - now in august - now AGAIN in august. and i have now paid $150.00 and the issue has not been fixed. How many times will they send someone to FIX this issue and charge me $75.00 Now they are saying - 1) it wasnt stated to be a recall (so we had to fix that. after I had to call in) 2) have to pay another $75 for a possible new issue. Just now got off the phone with them and were again rude.. breathing I took half a day from work yesterday - i cannot continue to take time off and pay $75 for every visit. worked for 2 months - im getting an excuse that 30 day for labor and 90 day for the part I pay enough a year and now $150 - that should cover another issue. I first spoke with an agent - a young guy.. asked for supervisor - - her name was ana She was absolutely rude and stated that i signed the agreement.. and that is what it says.. I KNOW ther ehas to be a way to waive $75.00 since its still not fixed and i calle dback the same day.. for no "NEW ISSUE"... he should have stayed there to fix it period.. then i asked for her supervisor.. Amanda. I called back and spoke with Lou - added my husbands name.. He called back spoke with *****.. she said he wasnt added. I called back spoke with Ashley she stated he was on.. i did a three way call.. then spoke with Adjuster Authorization - *****.. absolutely rude... even when i tried to get my husband to stop callin her Dave.. she kept breathing heavy.. as in disgusted.. I want my refund.. and my unit fixed.. and i wont pay another $75 for a "new " Issue.. since nothing was done yesterday. HSA keeps telling me that they have not received the report from the repair people... however, i have a receipt in had. where i had to pay my $75 HSA says - he should have called first - to see if it was covered under warranty - if that is the case - they shoudl have had report= but since he didnt.. i sure want my money back as he didnt do proper protocol.. HSA then says = well. companies do things differently SO which is it.. do they call to get authorization code? or do they jsut turn in report? either way - unit is still not fixed. I asked = simple english. to ALL THE ABOVE MENTIONED ASSOCIATES - IF.. IF... the part is the one that is still not working .. do i get my money refunded.. (90 day part warranty ) .. No one could answer yes or no.. it was horrible. Second= what about the second visit.. will be under warranty - if he didnt replace anything.. or make any adjustments??? that is not going to help me.. There is still no report= its now 12:08 pm after day after he worked on it.. after i called immediately.. left voicemail.. and the chance.. of new issue (of course it is a new issue.. since.. its not fixed) i will have to pay another $75 to have it fixed.. I dont think so..

Desired Settlement: I want my second $75 dollars for the second visit - that didnt repair my unit since i called immediately ... and i dont want to be charged another $75 . I want my either 1) my unit replaced or 2) fixed... I have already taken two days to wait for the repair people as they are worse than the cable people time frame.

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

8/16/2014 Problems with Product/Service | Complaint Details Unavailable
8/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We contacted HSA on Sunday night (7\27\14) regarding an issue we had with our washing machine. We were told **** ********* ******* would contact us Monday (7\28\14). We were not contacted by **** on Monday morning. When we contacted **** ourselves Monday afternoon, we were informed that **** does not service our brand of washing machine. We again contacted HSA regarding this new development. A HSA representative set up a service call with another company, A&E for (7\29\14) between 8 am and noon. Before hanging up, the HSA representative clearly stated that if the appointment would not be made for some reason, someone would contact us. As of noon on Tuesday no one had arrived to service our unit and no had called us to notify us of a change in the appointment time. Upon contacting HSA again Tuesday afternoon, we were told the appointment was rescheduled for Wednesday between 1 and 5 PM. At the time, I said this was unacceptable and wanted someone to service the unit that day, after missing out on an appointment Monday. HSA did not comply with this request. At 4 PM on Wednesday (7\30\14), almost 72 hours after the original call for service, an A&E technician arrived. Upon evaluating the unit it was determined the machine needed almost $1100 worth of repairs. After contacting HSA himself, the tech informed us that HSA would cover about $220 worth of the repair or they would provide that amount in a "cash out" option if we decided to not repair the unit. On Wednesday evening I contacted HSA to discuss our options. I was on the phone more than 70 minutes, a great majority of that time on hold. I talked to 3 different people, the last 2 of which said the best they could do was to refund my $78 deductible on top of the $220 repair/cash options. I asked for $500 in repairs/cash based on two factors. One, while on hold with HSA over the past several days they through their automated system claim to value customers' time. I believe this to be untrue, as my wife and I have spent the better part 3 days dealing with phone calls, missed appointments, child care coverage, and not having a working washing machine that was supposed to be covered by a warranty. This brings me to my next issue with HSA. Our contract states that the washer is covered for component parts up to $2000. It then states a list of excluded parts. Given the list of excluded parts, what exactly does the warranty cover? $2000 sounds nice, but almost every piece of common mechanical failure on a washing machine is excluded. I believe HSA, did not operate in good faith when they said my washer was under warranty with them by their extensive exclusionary parts list. Furthermore, I don't think my wife's or my time was valued by HSA as we are still dealing with this 72+ hours after the initial phone call.

Desired Settlement: I wish to settle with HSA for $500 towards the purchase of a new wash machine of our choice. $220 for repair/cash, $75 for refund of deductible, $205 for our lost time due to missed appointments and phone calls with HSA and their service providers. Not to mention an unrealistic warranty placed on our washer.

Business Response: HSA apologizes for the hold times that the homeowner experienced with the claim.  The items that were not covered were the tub and the tub seal as those items are not covered under the base plan.  The tub would have been covered had the homeowner purchased the 7 star upgrade.  The cashout stands $296.17 which includes refunding the $75.00 deductible.

8/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: HSA partners with local companies to do various repairs. These local companies read the contracts to look for charges that are not covered and then say that they are needed for successful repair. I got several other opinions to get my AC fixed from other not affiliated companies that said these modifications/charges were bogus. I notified HSA and nothing was done. I had to cancel the service from their vendor and do it on my own. I tried to get reimbursed for the parts (cooling coil) but they withheld most of the repair money to pay their vendor for work/time already spent but they never did anything. The letter the sent stated if I paid on my own it would be 1600 dollars. I wont even be getting 700 now. That was just one occasion. The other happened when I was out of town for work and a family member stopped by my house to check on it and saw my water shutoff valve at the meter was leaking. This was an emergency cause water was now accumulating in the basement. I tried to call the HSA emergency line but already waited for more than 1 hour and had to get back to the conference I was attending for work. I told my uncle to go ahead and call a local plumber to fix it ASAP and that I would try to reimbursed from HSA. When the local plumber came to repair the leaky valve he smelled a gas leak and repaired that too. When I contacted HSA to start the reimbursement process I got different information every time I contacted. They made process so hard and frustrating so that I would just give up and not have it reimbursed. It took 2 months before anything happened. They sent a letter saying it would have cost 310 dollars if I used their vendor (I paid 420 to the local plumber). Then I only got a check for 138 dollars and some cents. They refused to even acknowledge that they sent me a letter about the estimated 310 dollar repair.

Desired Settlement: I want the remaining balance of the money promised in their letters.

Business Response: The letters that were sent out are based on average retail pricing on a set failure without a home warranty.  HSA approved  $767.50 on the air conditioning claim, which we would need the paid invoice to process.  The homeowner chose the cash out option in lieu of having HSA's vendor perform the repairs.

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.

Again, none of the questions or issues I mentioned in my latest reply were answered except for the I am only owed the balanced of what HSA's vendor would get. I sent in documentation of receipts several times now and the status if the claim has been "invoiced processed" for at least 2 weeks now and the repair was done 3 weeks ago.  Please close out the process already of paying in invoice as you have received my receipt. 

Regards,

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

 

 

Business Response: A supervisor is contacting the homeowner to obtain the invoice for reimbursement. 

8/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May 10th of 2014, a request through HSA was placed for parts to replace washing machine parts by * * * ******* *******. The address for this company is **** **** ** ** ***** ****** *** ***** ************. Please note, I did not have choice of who would repair the washing machine. * * * would call and say that a part was to be delivered on a certain day, usually a Tuesday or a Thursday, But nothing was delivered. When I would call * * * back, I did not get person who could speak or understand English legibly. When I asked a question, the person would say what they had just said. I believe they were reading from a script. I have talked to a supervisor there, to no avail. I called HSA to complain and nothing was done. Finally, on July 3rd, I received the part, or so I thought. So, I called * * * to put the part in. Well, the day of the first appointment (which was set between 1-5pm, I received a call about 11:30 the gentleman from * * * said his person had gone home sick. Next scheduled appointment, the following week again between the hours of 1-5pm, at:4pm, I get a call from the service person from * * * asking me if the part was big, I said the box was heavy, he said, oh that was a 2 man operation and he needed to find someone to help him. No call back and when I called him, his voice mail was not set up. Then I get a call from ###-###-#### from * * * on July 11th and the gentleman says that not all the parts were delivered and the Basket was on back order with no ETA. When I do get through HSA they call and then * * * they say oh, the part was delivered, (when it wasn't) or we refused shipment and it went back to the company. In the meantime, I have a big box in my living room, with * * * calling to set up an appointment to put the part in and not all the parts are here!! Since my contract is though, HSA I feel that they are responsible to get this resolved.

Desired Settlement: I want a washing machine replacement. As the contract says HSA will pay up to $2,000 aggregate for the life of the contract toward repair/replacement. They can schedule to have part that is here in my living room, unopened, to be picked up and sent back.

Business Response: *** has placed an order for the basket on 7/17/14 and is to ship to the customer.   It is in process by the supplier.

Business Response:

Due to the delay in receiving the part through * * * ******* ******* resources, HSA will be ordering the basket through *******.  The part will be shipped to the homeowner and once received, the homeowner should call * * * to set up a time to install the parts.

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 will am not happy with the response. Still don't have the part and until I see the part or have more information on what is going on.

***** ******

 

 

8/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On or about April 24th I initially contacted HSA regarding having repair work done on my air conditioning unit that was uncovered by the company with whom I have a routine maintenance plan. Since the unit had not broken down, they would not authorize repair. On or about May 24th, the system did break down and I contacted HSA and asked that since I was under contract with another company to perform routine maintenance on this unit, if I could call them to repair the unit. I was told that I could be reimbursed for any payment I made to have the unit repaired. The unit was repaired and I contacted HSA inquiring about a refund. What has followed has been a fiasco. I have provided them with the required documentation and according to their own website, they make an effort to handle refunds promptly. The company that did the repair work has also provided them paperwork outlining the services that were performed. I have even gone as far as to send them a certified letter, dated July 8, 2014 requesting a follow up on the my claim. I have confirmation that the letter was delivered, and signed for, on July 10, 2014. It has been 3 months since this process started and I am not wanting to speak with anyone, since they have had ample opportunity to address this issue. I am looking for my refund/reimbursement in the amount of $180.00. Any assistance you could offer would be greatly appreciated.

Desired Settlement: I want to reimbursed for the funds I paid out of pocket.

Business Response: As the customer used his own service provider, HSA would adjust pricing to what their vendor would have charges for the same repair.  After the $75.00 deductible for this claim, the reimbursement check for $15.00 will be processed.

Business Response: The initial call where the claim was filed has been reviewed and the homeowner was advised if they use their choice of service provider, HSA would adjust the pricing to what the affiliated service provider would have charged for the same repair and the homeowner agreed to this.  The affiliated vendor could do the repairs for $90.00.  The deductible is $75.00, so the reimbursement would be $15.00.

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,

 

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

 

 

 

8/1/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Contacted the company on June 25/26th to report issue with downstairs air conditioning unit. Company proceeded to dispatch ******* ********* for repairs on June 27th. Diagnosis from tech was compressor failure. Tech stated he would contact warranty company and proceed with further repairs. Did not hear back from company following initial diagnosis. I again contacted HSA on July 8th to inquire what was causing the delay, allowing understanding for the 4th of July holiday. I was informed by ****** ******** a supervisor that the service company was an, "email only" company and that the authorization request to proceed was emailed to someone who went on vacation and did not get any attention. Clearly an error on their part. She apologized and proceeded to get me assistance. I was also informed that the repair would incure two charges that the company would not pay for. These were: Coil cleaning: $75 Old compressor disposal: $75 Total out of pocket: $150 The company ******* ********* once again was dispatched on Monday July 14th. The techs installed the new compressor to discover this did not solve the issue. They contacted their supervisor (Person named *****) and they stated they would send another tech out on July 15th to do further investigation. They then requested the out of pocket charges totaling $150. I stated I would pay any out of pocket fees in full, however, I would not do so until the repair was completed in full. The techs on site again called their superior, (*****) and then stated they would be forced to remove the new compressor and leave if I did not pay the fees. I told the techs to leave the old compressor until the repair was done and I would pay for the disposal of the unit and the cleaning fees the next day after the repair was completed. This was not acceptable and the techs cut the new compressor out of my air conditioning unit and departed. I attemped at the same time this was occuring to contact ****** with HSA with no success. I called the general number and was routed to another supervisor. She stated there was nothing she could do and I need to wait to hear from ******* *********. I waited until late the following day, July 15th, with no contact. I called back and spoke with ****** again. She apologized for the issues and stated she would see what could be done. She then called me back as I was heading into a meeting and quoted that the tech would have to come back out re-install the compressor and proceed to do more testing which would most likely result in more fees. I asked what the cash out option would be and that it may be in my best interest at this point to invest in a replacement and she stated she would have to investigate further. I attempted to reach ****** again on four seperate occasions the evening of the 15th and during the day of the 16th. After being unable to speak to her further I called back into the general number and was routed to a supervisor named *******. ******* stated the same option ****** gave me. I again asked what the cash out option would be. After a total on hold of about 30 minutes she returned to tell me there would be no cash out option available. This was due to the fact that ******* ********* had already visited my home installed the new unit as was due fees. My only option was to pay the $150 have them install the unit that clearly would not fix my issue and then pay more fees following more visits to my home. At this point the fact that she stated the compressor had been ordered and installed and was NOT refundable. And that labor was due to ******* ********* and the fact that I did not PAY for the compressor means they were justified in their actions by taking the new compressor. I dissagreed. The fees explained to me were again, $75 for the cleaning of the fins on my unit, and $75 for disposal of the old compressor. The same compressor that now sits in my garage. So my argument to ******* was the fees in question had nothing to do with the new compressor. I fully met my obiligation to HSA by paying my monthly fees for 6 years and 7 months. The new compressor was covered by this warranty and therefore was my property. They should have had no right to remove the unit based on two small fees that did not apply to the unit in any way once it was installed. Again I have to state I did NOT refuse to pay the fees. I only stated the fees would be paid IN FULL once the repair was complete. Again ******* stated the unit was not mine, it was HSA they paid for it. Again I stated no, I pay for the service, the unit was covered by the service and therefore was indeed my unit. I then stated if there was no cash option that the new compressor should be delivered to my home. She stated this could not be done due to liability. I then stated give me the cash option for the repair and the unit. She put me on hold and again dissapeard. After holding for several more minutes I hung up to leave work. ******* called back to offer a solution that stated if I wanted to call another service provider and pay them seperatly for the repair they would release the unit to them. At this point I have already taken care of my own issue. I feel I am owed the cash out option for this repair. I do not expect the money for a replacement, or even a full repair, but I also do not feel I should be penalized for ******* ********* poor decision by taking the new compressor and leaving. I hope we can settle this dispute reasonably and avoid escalation.

Desired Settlement: I should be provided the cash out option for an air conditioner repair from HSA. This should be estimated between $900 and $1,000.

Business Response: A supervisor will be contracting the homeowner for additional information

7/27/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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.

7/27/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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.

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

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

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

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,

 

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

 

 

 

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

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.

 

7/22/2014 Delivery Issues | Read Complaint Details
X

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,

 

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

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

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.

7/22/2014 Delivery Issues | Read Complaint Details
X

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.

7/20/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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.

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

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.

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

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.

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

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. 

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

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.

7/19/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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.

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

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.

7/9/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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,

 

***** ******

 

 

 

7/3/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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,

 

***** ******

 

 

 

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

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,

 

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

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

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,

 

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

7/1/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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?

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

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.

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

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.

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

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 ***************************.

 

6/30/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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.

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

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. 

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

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.

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

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.

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

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.

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

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.

5/31/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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.

5/22/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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,

 

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

 

 

 

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

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.

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

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.

5/20/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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.

5/4/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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.

4/29/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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,

 

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

4/22/2014 Advertising/Sales Issues | Read Complaint Details
X

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.

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

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,

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

 

 

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

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.

4/15/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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,

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

 

 

3/31/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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,

 

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

 

 

 

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

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,

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

 

 

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

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.

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

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.

2/15/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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

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

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,

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

 

 

2/12/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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,

 

*** ********

2/10/2014 Advertising/Sales Issues | Read Complaint Details
X

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.

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

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.

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

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.

2/3/2014 Advertising/Sales Issues | Read Complaint Details
X

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,

***** ******

 

 

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

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.

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

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."

1/21/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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.

1/21/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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.

1/17/2014 Advertising/Sales Issues | Read Complaint Details
X

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.

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

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,

 

******* ****

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

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,

 

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

 

 

 

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

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.

 

1/6/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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.

12/31/2013 Advertising/Sales Issues | Read Complaint Details
X

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.

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

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?

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

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.

12/17/2013 Delivery Issues | Read Complaint Details
X

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.

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

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.

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

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,

****** ****

 

 

11/30/2013 Advertising/Sales Issues | Read Complaint Details
X

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.

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

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,

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

 

 

11/16/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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.

11/4/2013 Advertising/Sales Issues | Read Complaint Details
X

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.

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

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.

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

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.

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

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.

10/26/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We have HSA home warranty for our house **** ********* ****** ************* *** *****. Contract Number: ** ********** We got this warranty from the seller of the house. We bought the house in August 2012. The warranty is valid till August 20, 2013. A central air conditioner broke down on or about July 17th, 2013. Contacted HSA and informed them. The technician came, and reported to them that there was a stem valve in the air conditioner and that he has not seen any thing like it. So, HSA says that the air conditioner was not properly installed and hence they are not responsible for its repair. That the technician has not seen a stem valve in an air conditioner cannot be a reason for HSA to say that there is a failure of warranty. The very fact that a stem valve is present in my air conditioner says that there may be stem valves in air conditioners. We did not get any work done on the air conditioner during the 11 months we were in the house. The air conditioner worked perfectly during the 11 months. We did not get the air conditioner installed. The seller got it installed. The house passed the inspection. We accepted the warranty and we expected the warranty to take care of any breakdown of appliances that were in working condition. We maintained the air conditioner well and all sincerety. It was never manhandled. We have no way of knowing that the air conditioner was not properly installed. The seller provided us with a working air conditioner and our warranty should cover any failure of appliances. The warranty was provided in good faith. HSA should get the airconditioner repaired. If HSA wants to say that the air conditioner was not properly installed and the warranty would not cover it, I would expect HSA to tell me upfront that this particular air conditioner was not covered by the warranty. They cannot tell me ex post facto that the air conditioner was not covered by the warranty. This is bad business practice. I was not aware before I got the warranty that that particular air conditioner was not covered. As a consumer I would have insisted on HSA checking and telling me which appliances are covered and which are not, before they issue warranty.n airconditioner costs a lot of money and their saying that an appliance is not covered after it breaks down is not acceptable. The air conditioner is for our main bedroom and it is impossble to use this bedroom for the last one month. We are finding it very inconvenient without the use of the bedroom. We spoke to several persons at HSA on phone and they would only repeat that the air conditioner is not covered. “Don't be intimidated by some negative reviews here. If you have maintained your appliances in good condition and go with a reputed home warranty provider, your coverage will be fine.” On the website of HSA by the president of HSA. I can provide s screen shot of the web page by e-mail if BBB wishes. We in fact expect that if we maintained an appliance well and took care of it, it should be covered by home warranty.

Desired Settlement: We would like HSA to repair the air conditioner and make sure that the airconditioner works immediately.

Business Response: The technician stated that there is a stem valve that is improperly installed. There should not be a stem valve  installed inside of the condensing unit. The HSA contract covers mechanical failures due to normal wear and tear. The contract clearly states that improper installations are not covered, unless the 7 Star Upgrade is purchased. On page 5, number 8: Limitations of Liability: 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. If the 7 Star Upgrade is purchased for/by the buyer, HSA will pay costs associated with covered systems that fail due to faulty workmanship or improper installation or modification if the defect or mechanical failure would have otherwise been covered. The denial of the 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 decision of HSA to use the statement of a technician to interpret as "Improper installation" is clearly a lame excuse by HSA not to honor their warranty obligations.

There are three strong reasons for my claim that HSA should repair the broken air conditioning unit.

1. HSA is telling me "ex post facto" that the air conditioner is not covered by the warranty. The sellers of the house bought the warranty in good faith to cover expressly situations like this. The air conditioner worked very well without any problems for about 11 months. I had no idea and I had no way of knowing (I am not a technician) as to which appliances are covered and which were not covered. When I accepted the warranty it was in good faith that the HSA warranty would cover all appliances that were in working condition and passed the inspection. Hence HSA is obliged to repair this under the warranty.

2. The very fact that a stem valve is in the condensing unit says that it is not unusual for stem valves to be installed in condensing units.  

3. The labels of ******** ******* *** ******* are pasted on my heating and air conditioning unit. It seems that, if any work was done on the air conditioning unit, it must have been done by ******** ******* *** *******. The technician sent by HSA was also from ******** ******* *** *******.

The reference to 7 star upgrade is irrelevant to my complaint.

 

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.

The situation of the Airconditioning unit is exactly like a pipe behind a wall. As a service provider you are expected to honor what is written in the contract- taht und I wouetectable preexisting conditions are to be covered.

If you feel that you are not obliged to redress this complaint, I would like to return the money that was paid to you for this warranty.

If

 

 

Regards,

******* ***

 

 

Business Response: HSA denied the claim under the terms of the contract, which expired on 8/20/13.  There would be no funds to refund.

10/26/2013 Problems with Product/Service | Complaint Details Unavailable
10/16/2013 Problems with Product/Service | Read Complaint Details
X

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,

 

***** *****

 

 

 

10/16/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased this home warranty at the time I bought my home in Nov 2009. At the time I got the complete coverage plus the washer and dryer. I set up an automatic renewal of the policy and automatic drafts. This past week, I called to file my first claim because my washer died. I was told that for some unexplicable reason, the washer and dryer coverage was "dropped off" my coverage after the first year. I was never notifed by this shady company that my coverages had changed at all and my premiums didn't change to indicate that anything had changed. I have paid around 40.00 a month all these years and tehy have happily received money from me and now, they refuse to handle a claim. I have filed a complaint with the Wisconsin Attorney General's office and I have notified ****** ****** who actually endorsed this company and recommended the warrantee when I bought my home. I hope to warn others; this company - HSA - is a scam. They are out to get your money and not pay on any claims! Do not purchase a home warranty!!!! Bank the money you would pay in premiums and put these dishonest people out of business.

Desired Settlement: I think that I should get all my premiums back from the time that they just arbitrarily changed my coverage and dropped my washer and dryer. 11/10 - present. I paid the premiums all these years under the assumption that all my appliances were covered. I was not "getting" what I was paying for. Also, I had to place a stop payment through my bank for the preauthorized drafts; that's an additional 33.00 they owe me.

Business Response: A supervisor from HSA has called the homeowner on 9/9/13 and 9/10/13 stating that HSA is adding the washer/dryer option at no cost to the homeowner leaving his direct extension for the homeowner to return his call. At this point, HSA is waiting for the homeowner to call back to proceed 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.

I never went online because I recieved notifications each year by mail - I have all of these- stating that my policy had auto renewed. The premiums didn't change so why would I even think they had changed what was covered? The letters that I recieved just stated that my policy was renewed. Never did it say there were changes in the coverages. This is shady business prectice and the company knows it. In fact, I think it's illegal for them to change my coverage without notifying me - this is why I definitely feel I have a legal case here if they don't take care of this directly with me.  I was never in any way shape or form told that my coverage changed. Their hope was that, in telling me I wasn't covered, I would just fade into the sunset and not call them on the dishonesty. This must be how they "weed out" claims. Funny thing is, mine was completely legit - my washer completely died!

 

I want my premiums back. The offer of covering the washer and dryer after I registered my complaint is clearly too little too late. This company will be out of business soon if they keep treating people in this fashion. I am amazed that ****** ****** falls for this and I will do everything in my power to warn people against using them.

Regards,

****** *****

 

 

Business Response:

HSA has taken the homeowner's account off of automatic billing.

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. 

I will expect to recieve NO FURTHER COMMUNICATIONS  from the HSA company.

Regards,

 

****** *****

 

 

 

10/11/2013 Problems with Product/Service | Read Complaint Details
X

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.

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

10/11/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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.

10/10/2013 Problems with Product/Service | Read Complaint Details
X

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,

 

*** *****

 

 

 

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

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.

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

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

 

9/27/2013 Delivery Issues | Read Complaint Details
X

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.

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

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.

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

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,

 

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

 

 

 

9/8/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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.

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

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

9/7/2013 Advertising/Sales Issues | Read Complaint Details
X

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. 

8/28/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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,

 

**** *****

 

 

 

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

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.

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

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. 

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

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,

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

 

 

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

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,

 

***** *****

 

 

 

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

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. 

8/17/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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.

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

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. 

8/9/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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.

 

 

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

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,

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

 

 

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

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.

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

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,

 

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

 

 

 

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

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.
     ***

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

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. 

7/16/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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,

***** *****

 

 

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

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.

 

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

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,

 

****** *****

 

 

 

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

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.

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

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.

6/17/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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.

6/14/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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.

6/12/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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,

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

 

 

5/31/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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.

 

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

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,

 

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

 

 

 

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

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.

5/7/2013 Problems with Product/Service | Read Complaint Details
X

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.

5/6/2013 Problems with Product/Service | Read Complaint Details
X

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. 

5/5/2013 Problems with Product/Service | Read Complaint Details
X

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.

5/4/2013 Problems with Product/Service | Read Complaint Details
X

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. 

 

 

4/23/2013 Problems with Product/Service | Read Complaint Details
X

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 sew