I just got out of the hospital (eye surgery). I am supposed to remain calm/no stress. I woke up to no heat because the unit I completely out. I called HSA per our warranty info. It took me 45 minutes to get someone on the phone. The referring company tried to reach HSA to confirm the appointment. It took them 45 minutes to get someone as well. The referring company is over 1 1/2 hours away up in North Dayton. This has been the worst service ever. We want our money back. We are never referring this company to anyone. They leave a bad taste in our mouths.
Consumer Complaints & Reviews
I'm a plumber for this company. I'm out of Greensburg, PA. I'm reading these issues and one thing everyone is leaving out is the fact that all the issues being stated on here could be avoided if the customer just read and understood the contract.
It's not up to HSA to see that you understand the contract before you call with an issue. You bought and paid for it, or it was provided to you by the seller, which in turn means that your real estate agent probably gave you the impression "everything" is covered!
If anything, they should explain the coverage to you. I'm just writing this because I see it every day. Example, the guy above with the toilet flapper, it's not the right flapper for the toilet to begin with. Even though you probably didn't install it, someone did and it is improper because it flushes too much water, that's why multiple flushing. If the right flapper was installed for a 1.6 toilet, you wouldn't have had the issue, so therefore it's not covered. Clearly stated in your contract.
It might not technically be your fault, but it's also not HSA's! With that being said, I would have installed the $3 flapper anyhow. The deductible would have been sufficient and it would have made you happy. In turn, you probably would have requested me in the future and I would have made a new customer for $3.
If you buy a car that's under warranty and have it repaired improperly at an unauthorized garage, the factory warranty will not cover it. If you repair it improperly, I'm unable to diagnose the issue to determine what the original issue was and why it happened.
I'm not being a homer because I work (subcontract as a plumber) for this company (which by the way, through my experience covers a lot more than most other companies. I've worked for a few others). They're easy for me to deal with because they cover a lot, which makes my job easier.
Just remember also, these complaints (which after reading are for the most part not HSA's fault) are minimal. There are hundreds of thousands of home warranty contracts with different companies and, just like other topics of complaint, there are many, many more satisfied customers who don't post!
We purchased our house on 11/15/10 and used HSA for our home warranty. On 11/30 we experience problems with our septic system (that were not noted on our house inspectors report that included a formal septic inspection). We called to report it, and were told that the septic system was not covered for the first 30 days of the contract. I checked the contract and indeed it is there, buried in other fine print. When I inquired of Amanda ** about why this is, I was very rudely informed that it is an expensive system, and they want to be sure they don't have to cover any pre-existing conditions.
Why did we get the home warranty then? She then explained that if we had waited 15 more days to report it, it would most likely have been covered at that time. I then suggested that we just put up with the problems for now and refile the claim in 15 days, and was then, rudely, told that since they already knew about the problem, we couldn't do that.
I asked to speak with a supervisor, was put on hold for more than 5 minutes, and was then told there were no supervisors available. Amanda ** assured me that if I left a voice mail, I would be contacted shortly. That has never happened.
On Aug 5, 2009, we bought a house and the seller provided a home warranty with Home Security America. We used the Luxaire Heat pump air conditioner in the house through Aug. and Sept. and it cooled the house adequately.
On Jan. 25, 2010, we reported to H.S.A. a problem with the air handler. It was bouncing on and off instead of shutting off normally. They sent their contractor for our area, Mike *** with A-1 Service Specialists in Sedalia, MO, 45 miles away. He found a burnt wire in the air handler and replaced it. At the end of Feb., the problem returned and H.S.A. sent Mr. *** back and he replaced several additional burnt wires which corrected the problem.
On Jun. 6, 2010, we returned from a vacation and the temperature in house was 98 degrees with the thermostat set at 78. H.S.A. sent Mr. *** back out and over the next few weeks, he tried several times to fix it without success. During this time, he had us keep the unit running continually. He then reported to H.S.A. that the unit was too small, the windows were inadequate and there was not enough insulation. H.S.A. told us that they would not fix the AC since their contractor Mr. *** could not find or fix the problem. We had to buy three window air conditioners while all that was going on because my wife suffers from heat exhaustion easily.
I contacted an authorized Luxaire factory service dealer, On Time Svc & Mechanical, Linn Creek, MO, and talked to a man named Floyd. I asked him what size my air conditioner was and if it was large enough to cool my 1500SF house. He said it was and asked me what kind of problem I was having. I explained what H.S.A. and A1 determined and he said he would ask H.S.A. to let him look at it. On 17 Jun., they authorized his service call. Because he was 80 miles from my house, he arranged to have Mr. Pat *** of Carter Heating and cooling, Warsaw, MO 30 miles away look at it.
On 28 Jun., Mr. *** came out and determined it needed the compressor rebuilt. H.S.A. approved the repair and after it was rebuilt the air conditioner cooled the house but the evaporator was icing over. He came out again and discovered that one of the heating elements was on whenever the air handler was running and that it was because one of the wires that A1 had replaced back in January was in the wrong place. He said that was probably why the compressor had failed. He said there was crud in the lines to the air handler from the compressor failure and told H.S.A. that the entire air conditioner needed to be replaced. H.S.A. sent Mr. *** back and he recommended a leak check be performed.
I requested that Mr. Carter do the test but H.S.A. sent K.L. Adam Heating and Cooling, Jefferson City, MO, 105 miles away. By the time A1 and H.A.S. got to this point, my service contract was about to expire and I had to renew it for another year. K.L. Adam recommended replacing the air handler and H.S.A. agreed. It was completed on 16 Aug.
I am covered by the home warranty plan and I made a claim on Sunday, March 14th, regarding my water heater that was ready to burst. I was informed that I had, under the 5-star plan $250, allowance for code upgrades. This person also talked to my boyfriend and stated this fact as well to him. I also spoke with an individual from the company on Monday, March 15, who also stated that I was given a $250 allowance for code upgrades. She also informed me at the time that it was determined that there were some upgrades and that all I have to pay is $150.00 for the upgrades and the permit that was needed.
Today,, I talked to them to give the go-ahead and I was informed that I would be paying $400.00; $310 for the upgrade cost and $90 for the permit. I was told at that time that I was not given an allowance for code upgrades. I spoke to the manager and she stated that since they now have 7-star that allowances are no longer given under the 5-star but only under the 7-star and that her employees need to be informed even though they supposedly had training in regards to this change. I called back once again to put my order on hold and was told by another employee that there never was an allowance under the 5-star and that they did not just change it. Obviously, since there is a code upgrade, they are changing their story.
The garage door spring failed over the weekend. First I couldn't get anyone to answer the claim line as usual. Second, they denied the claim because I didn't have the premium policy. I stated clearly paid exact premium price as clearly stated on the HSA home page and nowhere on the page does it state that is for 1st year premium only. I'm now informed that was not the renewal price my price was high is more. There another concept on deceived policy holders. I spend $1500 on renewals of worthless policies and they only paid one claim in 4. That claim wasn't barely worth the harassment. I won't renew next time.
I feel the warranty I have was not honored and they used any excuse to do the least work that could be done.
I have a house warranty purchased by the seller. I moved into house on 1/4/10. I called about problems on 1/25/10 and was given an authorized plumber they worked with. I made the appointment with the plumber to come next morning. He was rude on phone and then he was both rude and paid little attention to what I was showing him. I asked him to slow down and his response was I need the deductible payment immediately. I provided said payment of $100 by credit card.
He was short in his answers to simple questions. He made a list of items and then proceeded to call HSA to get approval. They denied almost all of them except they gave me a new shower head in one of my bathrooms. "Not one I would have chosen and not worth $200," as the HSA rep told me.
I could have done it myself for $30 bucks with a shower head I liked. He said that the flapper in the toilet was causing the toilet to flush 2-3 times, thus using 4 gallons of water instead of just 1.6. It was not installed by me but they said it was not covered (incorrect install of flapper). It's not stated in contract.
They said the kitchen sink faucet leaks. That's not true. My complaint was that it sputters and that the sprayer is weak. There is no calcium deposits on the sprayer to cause this. They said a leak was causing the sputtering and it was an existing problem. That's not true as well. The water meter gasket was leaking and it was not leaking before I moved in.
There was corrosion from the water heater relief valve, which I understand they won't cover, from the furnace lead valve. That's not true for the gasket. I wouldn't even have the faucet in the bathroom tightened as it was normal wear and tear, as stated in contract, which is covered. The toilet handle is loose and broken. I see there is corrosion. The don't have to cover that.
I would like the items which I feel were covered, repaired or replaced and if they won't agree to do that, I would like a refund of the $100 deductible. I feel the that warranty is a sham.
I contacted HSA because my water heater was not working - I was only getting tepid water. They sent a tech - Plumbing Pro's to fix the problem. I believe this was the tech's first day working for HSA. The "fix" of the heater was to turn the control to the highest setting. This did produce hot, almost scalding, water. I have since checked the control and moved it one level lower - again no hot water. I did tell the tech that I thought the thermostat was the problem. He didn't seem to hear my concern. I was charged the $100 deductible and the tech left.
A couple days/weeks later I was contacted by HSA to renew my contract. I told the person about my concern and was told I would be contacted by a manager. This did not happen. Approximately 3 weeks ago, I again received a call to renew my contract. Again I shared my concern and was told I would be contacted by a manager.
Two or three days later I received a message from a manager. I returned the call and had to leave a message. I have since called 2, maybe 3, more times. Yesterday I finally talked with a manager. I was told since more than 30 days had passed since the "fix" I would have to pay the deductible again. I do not think I should have to pay again since the heater was not properly repaired the first time.
Put house up for sale and contract a home warranty for sellers peace of mind. Had a leaky stack in basement and an exterior faucet that leaked. Plumber came out collected $75. deductible then called it in. Was told that plumbing in basement was not done correctly (60 year old house) so it wasn't covered. Exterior faucet was 60 years old also. Was told it was old and pitted and corroded so it wasn't covered either.
The whole insurance thing is a scam. Service man told us they are trained to look for things that will void the coverage. They will deny your claim for any reason and there's nothing you can do about it. So why am I paying $500? We ended up hiring the plumber to do the work on his own time and at our expense.
The consequences were we had the two leaks repaired by the plumber on his own time at a cost of $425. Don't want any law suits or anything else, just want to make consumers aware that these insurnace companies are a total rip off and to avoid them at all costs. These home warranties are a big time scam from the big time scammers...."insurance companies". Save yourself the money, aggravation and just pay for the repair yourself. Why pay for the repair and a totally useless insurance policy.
This company was sent by Home Security of America for an A/C repair. A check was written for the service charge but they contacted us and said the check didn't clear. I immediately sent them another check from a different account and they refused to take it b/c it was out of town, so I took them cash by their office then they told me I would have to pay an extra $35 dollars for a so called service fee.
I checked the contract for such wording with none to be found and told them there is nothing in writing to indicate such a fee could be charged. They refused the cash and then refused to give me my out of town check back holding it hostage against the first check written. They said they would turn it over to the Courts in which I told them good luck because I was here with the cash and a good check to make good on the first check written.
They sure can't use my out of town check as it was never cashed and as far as the first check I had the cash presented to them for that and they refused so basically they were trying to hold me hostage for an extra $35 dollars and now they don't have anything.
All I can tell me it will cost them more in the long run and two I would never do business with a business like this again with this kind of customer service hell bent on squeezing a customer for $35 dollars. so good luck to them in court.
We heard water running b/w our BR wall and Dining area wall. When we got our water bill it confirmed our suspicion of a leak. We called HSA, the warrenty that came with our home when we purchased it less than a year ago. Our home sits on a concrete slab, no basement, which means our water pipes run under our slab. I s/w Sherry. She initiated a claim and told me Main Stree Mechanicals would be out the next morning. Dave arrived promptly the following morning. He began knocking holes in our bathroom walls, failing to find the leak, which we already assumed was underground. He even cut our one piece shower/tub combo into pieces and tore it out. He did not put a hole in the wall where we actually heard the leak. With my bathroom now in pieces he suggested bringing in someone with the technology to detect the leak underground.
My theory was, if it was known that our house was on a slab, why not have this type on company come first? I think it would have been less costly and HSA should have been honest from the beginning, admitted all of this mess was not covered d/t our homes structure. The the plumber even cut through one of our electrical lines and they weren't responsible for that either?
the actual leak was never detected, my bathroom is destroyed AND not covered by HSA since the leak was never diagnosed. I had to pay the plumber $1460.00 this day. Then since the leak was not detected, we were given the only choice of replumbing our home. This will run us b/w $10G & 15G.
