HSA Home Warranty Reviews

I waited 3 days later and heard nothing back from the plumber. I then Called HSA myself and was on hold for over an hour and told me that I was denied repairs of the sink because it was clogged with oil and could not be covered for that reason. The HSA told me it had to be an act of nature. What even that meant. The plumber would charge me 600 buck to replace the pipe. I got a second opinion from another plumber and he said it was not just oil, it was build up from years in the pipe after he cut the pipe out and showed me what was in it. The next day I called HSA back because my garbage disposal was still broken. They told me they would not replace that because it was due to the water being clogged in the sink and also had to be an act of nature. So I had to go out and buy a new disposal and fix it on my own.

I feel like I got robbed because money was put out for this HSA Company and they did nothing to help me solve my problem because it wasn't an act of nature when clearly it was. The plumber told me the galvanized pipe gets clogged after a certain amount of time and in fact this was clearly wear and tear. That's a fact. I looked it up. I have photos of the cut out pipe that clear shows that it was more than just oil. I paid over 500 bucks to have this done and I don't think HSA did their job properly and very poor Customer Service. I would not recommend this HSA company to my worst enemy. Waste of time and money. They don't ever deserve one star but I had no choice. Stay away.

Also, depending upon the problem, HSA's relationships with their service firms is terrible. For example, they requested I use Sears to diagnose my appliance problem and because the Sears tech was on hold for over 30 minutes the tech hung up, indicated he filed his report with Sears (which was replace and not repair) and that I had to follow up with HSA. After 3 weeks and numerous calls, and countless hours on hold, I still do not have a refrigerator and every time I call the claim authorizer cannot understand the notes and puts me on hold and then comes back and I am requested to check again in a couple of days. Today I was on hold for 83 minutes between my initial hold, the service desk pick up and then the transfer to the claims authorizer. HSA's goal is to string the claimant out as long as possible so they give up! I am selling a home and offering a home warranty but it will not be HSA.

Alyssa, one of their customer service representatives, has gone above and beyond duty in making sure this claim was processed. Alyssa also informed me that they are making changes and going through training to improve the customer experience with their call center. Thank you HSA for completely turning this around. This company has showed me that they really do care about their customers and their customer experience

Original Review: Feb. 17, 2016

Do not purchase home warranty from this company! You will be sorry if you do. I purchased a one-year home warranty from this company. My hot water tank went out and I am required to contact them to submit a claim. You CANNOT get through to this company. I was on hold for over 20 minutes and finally decided to submit a claim through their website. I received an email to contact a vendor of my choice to diagnose the issue (need new hot water tank).

The service technician was required to call in to get an approval to replace the hot water tank. He was on hold for 20 minutes and then was put on hold again for a length of time. Mind you, this was on time that I was being billed for. He never did get through. He hung up. So now I am paying for a hot water tank on my own that I won't be able to submit a claim for because the provider wasn't approved before the service was completed. I should have just saved the $425 or so that I spent on this policy and could have put it towards my new hot water tank.

Don't waste your money buying a warranty from this company. They sure don't waste any time taking your money, but you can NEVER get through to them - convenient for them, no? That way people get frustrated and end up paying on their own because they need hot water, etc., and can't wait for days for someone to answer the phone, if ever. (I'm sure I'll be receiving a renewal letter from them when my policy expires requesting prompt payment - yeah, right!)

Then a few day later I received this email. "Thank you for your email. I apologize about the delay. I have looked over your claim and see we have denied your claim for failure due to an improper installation, not for failure occurring prior to date of inception. However I still looked over your home inspection and I do not see anything indicating the duct work/ supply lines are supported and properly installed. HSA will maintain the denial at this time. If you have further questions or concerns please give us a call at 800-367-1448."

Now I am calling in again and have been on hold for 45 min so far to see which one it is. I have been denied then approved then denied all within a week. I expect to be on the phone for another hour or so and also assume I will not be getting any money nor my deductible back. HSA is a scam. They take your deductible and they do whatever they can to not pay for work. Also my tech told me his company does free service calls so they didn't even pay for that.

I called HSA on 1/19 to request a different vendor to be assigned but was refused. Instead, I was told by a supervisor that -9 degrees Fahrenheit is not that cold, and to place my two young babies in the living room to sleep instead of their freezing bedrooms. This is obviously not an acceptable solution. HSA is denying to service my claim, and thus not honoring my home warranty.

Luckily a few friends are offering to put me up until it's fixed, but I am bouncing from couch to couch without knowing when I will be able to move back into my home. My furnace is rather old, and HSA is claiming they may not replace it because it's too old and they can't find one that matches it. This is because it's from 1950... I should be given a replacement unit that is the lowest grade legally allowed currently... or cash so I can pay for/buy my own. This is stated in their OWN contract.

On top of this, they are telling me there are $1800 in fees that they (HSA) will not cover. Some of these appear to be covered when I've looked into my HSA contract - such as ductwork and electrical fuse boxes, switches, etc. They also are trying to charge me for a permit... when my borough does not require a permit for a furnace installation.

They also are charging me for my gas line... which is not necessary as I've been told by multiple HVAC friends. I am on hold for the 8th time (not kidding) of over 40 minutes to find out if they have decided to replace the unit and to dispute some of these charges they claim to not cover. Each time I've gotten through to the authorization department, I've spoken with Irene. Is she the only person that works there?!

I will NOT be renewing my contract next year, I am in shock that a company you pay for a piece of mind/warranty can just refuse to help you when something breaks that is supposed to be covered. I will be contacting the BBB and attorney general, as well as a lawyer if they refuse to replace the unit or settle with a cash sum. I am furious. Do not EVER use this company, it is NOT worth it, it is NOT a piece of mind.

Once the contractor gave us the paid invoice to fax/email to HSA they never responded for 3 weeks so we called time and time again and waited on hold the last time for an hour and spoke with a man named Alan ** whom told us to personally email the invoice and diagnosis to him directly and once he got it he replied that he needed another diagnosis, we had the contractor send him another one, then he said he needs to speak to the technician on the phone but each time he called he did not get through. We spoke to the contractor and they said yes they did talk to Alan and everything was fine. We emailed Alan no less than 10 times and he has failed to reply. We have paid over $700 for the repair plus $800 for the warranty times two years and are out $2,300 altogether dealing with this ripoff scam company.

Before I bought this house, I had a licensed inspector conduct a thorough home inspection, as required by the mortgage company. NO LEAKS were found or ever recorded... WOW, this is amazing and as I explained to the quite condescending female individual on HSA's approval department, this was based on the technician's diagnosis (A & R Complete Service located in Las Vegas, NV), BTW another questionable outfit, who took my $75.00 and never even called me back. So I called my realtor agent/friend and she spoke with the rep for HSA. It's a waiting game right now folks... let us see where the rabbit hole ends. I provided the rep with a copy of the Home Inspection Report which was conducted 10 weeks ago.

The next morning about 10am I received a call by a very reputable HVAC service vendor in my area. They could be onsite ASAP! They showed up, only charged me my deductible and nothing more as they said they handled all other charges with HSA. I was concerned they would say something like they needed to get back to me to see if HSA would cover the repair, but no. Instead it went perfectly. I couldn't believe it. I would have given a higher rating in this review, but a one hour wait in queue seems crazy in this day, therefore the 3 star satisfied review. I could have submitted my claim online per the over and over announcement while I waited on hold, but I didn't know my contract ID #. Anyways, wanted to provide some comfort for others that may be fearing their fate on hold reading others reviews. Hang in there, once you get through, I found a very good experience.

However, lately, I have noticed that the caliber of service repair companies has greatly declined. Some of them seem to be disorganized and lack customer service skills. The worst case was this summer when the A/C on one of our rental units died. It was during a heat wave so my tenants were miserable. Initially, I called and they connected me to a technician who came out right away. However, things went down hill almost instantly. The technician suggested that I needed a major repair or replacement of the entire unit.

The general process requires the technician to call and get approval for the repair, but he said he was too busy to wait on hold for HSA so he said I needed to call them. After calling I understood what he meant as ended up waiting on hold for HSA for up to two hours at a time during numerous calls over the next few weeks. It was really unbelievable the number of times I called and waited on hold for two hours only to be transferred to someone's voicemail. #frustrating!

Anyway, HSA needed additional information before they could authorize the repair, but they had a hard time reaching the technician. Finally we connected with him and then I spent the next three weeks just trying to schedule a follow-up appointment. I would call his office to schedule the appointment and then no one would show up. This happened several times and each time he would say, I don't do appointments in your area on "X" day. My response was always, "Why did your office call me to schedule the appointment for "X" day if this is the case?" At that point, I told him that I was not going to reschedule the appointment with my tenants and that he needed to figure out a way to keep the time he had given me. I also threatened to contact the BBB because at this point, I was beyond frustrated.

He kept the appointment, but still did not make the repair on that day. He actually just came to get additional information on the A/C unit. In the end, the repair was finally completed about 33 days after the initial claim was filed. The interesting thing was that initially the technician said I would need a major repair or replacement, but after all was said and done, the repair was completed for just the $75 deductible and to this day I still do not know what was actually wrong with the unit.

The most unfortunate part of this whole debacle is that my tenants were without A/C this entire time. We also lost $500 in rent due to the length of time they went without AC. We always try to be very responsive to our tenants' needs and it's very frustrating that our home warranty company did not seem to have the same sense of urgency. They seemed to always place the blame on the technician and did very little to remedy the situation. Certainly the technician was at fault, but as I explained to HSA, they need to hold their technicians accountable for providing quality service and when they can't meet this standard, they should dispatch a new vendor.

Again, my husband and I are quite disappointed and have decided to find a new home warranty company.

Once a single mom who lived in Alaska and had her heat go out on a Sunday night when their overnight temps were -20 zero. I made at least 30 calls before I was able to find a technician who would go out on a Sunday night to help her. That tech took it upon himself to pick up a couple electric heaters to take to the woman so at least she and her kids could warm up a little. To do this, I stayed an hour and a half past my shift's end until I got her the help she needed. HSA has contracts with vendors who work with them, and not all of them will take off-hours calls. Having said that, I left the company in 2012, so I don't know how things are right now.

The other point I want to make is that the amount of your deductible is set by the contract you buy. If you don't want $100 deductible per call, then you should have bought a policy with a $50 deductible. That is not the fault of the agent on the phone. Also, it's EXTREMELY important that you know what a home warranty is, and what it isn't. Take the time to read your contract, (yes, all of it) and you will understand what the warranty is meant to cover. A warranty is not the same as insurance and it's important to know the difference. HSA doesn't deny claims to be mean, they deny things that are not coverable. Again, read your contract.

Then, the agent is required to try and send the vendor that has the closest relationship to the company. The vendors have to sign a contract with HSA, that they will abide by the protocols. Once in a while, a vendor will break that contract and go rogue. If a vendor is being unreasonable, report them to HSA. They do need to know about problems between you and the vendor.

So, this is just some information of how the lowly people of HSA try and help you. The long waits are due to the fact that either HSA is vastly and chronically understaffed, or that you are unlucky enough to live in an area that is having unusually extreme weather. But please don't take it out on the poor soul who picks up your call. The majority of those people are overworked, underpaid, and forced (on pain of getting canned) to follow the steps required. It is an extremely difficult job and the workers really do care about the customers.

Obviously, there is always that one jerk who is in the wrong line of work, but most of those adjusters are just trying to keep their jobs. They cannot change your deductible, and they can't cover something that is stated as so by your contract. The only things a warranty will cover is those things that fail due to normal wear and tear. That's IT. Not weather related problems, not wiring that was not installed correctly, not tree roots growing through your drain lines. Normal wear and tear. Period. Please read your contract and if you have any questions, you can call and ask before disaster strikes. I hope this helps.

I called the company on my own and the phone was answered by the person who would be doing the job of replacing the furnace. This person proceeded to tell me how busy he was and asked if I could take pictures of the furnace and email them to him to help him diagnose the problem. I told him that I would rather he come to my house and inspect the furnace. He told me he would call me back in a couple of days to arrange a time to look at the furnace. I called HSA and told them of this experience. The first person I spoke with sounded as if he was under the influence of a drug. He seemed incoherent. He transferred me to a man named Jason who told me that he had to verify my story with the business, so he put me on hold. I waited and waited on hold for 15 minutes. He never returned to the call. I finally hung up and called back and was transferred to Elizabeth.

Now, I had been on the phone talking to various people and waiting for about a half an hour because I had to repeat my concerns over and over again. I asked Elizabeth for the names of 3 reputable businesses that HSA had a contract with for furnaces. I told her I preferred companies that employed furnace crews and not just one man outfits because I wanted the job done safely. Elizabeth told me that, "Chrissy said I am not allowed to give you any more referrals."

I would like HSA to fulfill the contract I have with them. I should be referred to at least 3 reputable businesses that have more than one employee working for the company. I should be able to pick the best of the 3. HSA should only refer customers to companies who have been proven to be reputable and safe because they are coming into people's homes. The person that HSA referred me to cussed me out on the phone because he said that HSA called and complained to him.

In addition, the companies that HSA recommend should have more than one employee who does all the work, including answering their own business phone. When I call HSA, I should not be treated inconsiderately by their staff members. In other words they should not deny any reasonable requests and not hang up on the customer.. Finally, HSA is not returning my requests for a supervisor to call me.

Several days later we called the repair company (one can only leave a message) who called back several days later saying that HSA needed to approve the new part. We called HSA again and gave up after 40 minutes waiting on the phone (tried a couple of times at different times of the day). We also sent an E-mail to HSA and they responded after two days that they left a message with the repair company (I guess the repair company does not talk to them either). It is now more than two weeks without the AC. Is HSA waiting for the summer to end so there is no need for the AC?

I also question the value of estate agents - ours did not warn us about the reliability of HSA. I have a feeling that this insurance is just a gimmick to help the seller sell the house faster. The insurance gives false comfort that one does not need to inspect the appliances carefully and the buyer pays higher price for the house than fair. I am thinking about what will happen in the winter in case we are without heat for two weeks (or a month...) and I am seriously thinking about calling a different repair company and paying them myself and considering this just a mistake when buying the house and writing this for people who want to check who HSA is. I wish I read the reviews earlier.

A week later we still had the same issue. We called HSA and they would not listen to us. We just happened to have a saved voicemail from the original company we had called that said if our unit still wasn't running well it could NOT be a maintenance issue. We had to EMAIL our voicemail to HSA before they would do anything. Another claim was opened and another company that is 3 hours from us made an appointment with us for 7/13 from 8am - Noon. No one showed up or called us until 2:45! An entire day waiting around. HSA would not do ANYTHING for us.

This 2nd company checks the freon and says we are low. We state that it probably would be since he just hooked up his machine which DOES remove freon while checking. We were less than a 1/2 lb short. Adam (our tech) spent most of the time taking other calls and interrupting our questions to TAKE more calls. He tells us that after replacing the freon the unit would begin to cool the house, gave us his business card with his cell # AFTER I became angry and wanting MORE done. He said to call and he would come back out today 7/14 if the issue wasn’t solved.

All evening we took pics of the temp in the house and the times and watched the temp climb! We called today and Adam promised to be out after 4pm. At 8pm he still had not shown up or called. We called HSA and complained. The only thing they can do is put yet another recall and call another company to come BACK out as Adam said he won’t be back out until MAYBE Friday. THIS IS RIDICULOUS!!!!!

The contractors that HSA uses are free to do their own thing without any consequences or held accountable. And now we are STILL waiting for our AC to be fixed while the temp is 110 degrees here! UNACCEPTABLE! Do not go with this company OR American Home Shield. They are the SAME company! As soon as this is resolved we will be canceling with them and finding another warranty company!

I will cancel my policy when (IF?) this is ever straightened out. This is just total BS. Used to be OK if not outstanding, but wow, they've just gone straight to the bottom. I can't describe how awful it is. When the same elderly male voice tells you for the hundredth time how important your call is to you, and nobody ever picks up, and they say for "faster service" go to the website, I just have to laugh. When I log on to the website they don't even have my contract. Thank goodness I save all of my email. This is just insane.

They send out a contractor who was clearly high while working on our water heater. He says it's going to be 2 weeks before he can get the igniter to SEE if that'll fix the problem. We're already 7 days without hot water. Had to go to the truck stop to shower. So we went out and bought a new hot water heater. I installed it, and tell both HSA and the contractors company that their guy was high on the job and I'm not paying them the 75 fee. They both told me I was still responsible for the fee. I called them because my AC went out three days ago and they said I would have to pay the fee before they could talk to me about anything, and that generally speaking people who don't pay fees get worse treatment. I am done with them. I can't believe they're allowed to do business. It's clear. Those five star ratings are paid for. Anyone who's dealt with them can tell you that for sure.

They are happy to take your call when you're purchasing a warranty, but good luck trying to make a claim when something breaks. The temperatures have been in the 90s for all of June and our house is unlivable. HSA says they don't have tracking numbers and can't tell us when the unit will arrive. Again, I call BS. What company wouldn't keep track of products that they order? I called two different HVAC companies that said when they order from Carrier air conditioning company, they get the units in 24 hours. HSA purposefully delays orders to short cut the customer, make claims go away and dissuade you from ever making a claim again. STAY AWAY FROM HSA HOME WARRANTY!!!

PLEASE DO NOT tell me to leave a private message and that a supervisor will call me back, because that is a bunch of BULL too. It's such a shame that your company talks a big game when wanting our business, but after you are paid in full, you could care less about your customers. HSA should refund my money in FULL, just like it was paid to you for a service that I'm not getting, and I will go with a company who cares about their customers and wants to be sure they get complete satisfaction... AGAIN, UNLIKE HSA!!!

Steven A. Mills placed an order with HSA and we were told it would be a few more days. It turned out to be about a week later before we got our water heater installed… through no fault of Steven A. Mills. I was on the phone multiple times with Steven A. Mills, HSA, and the plumbing supplier trying to get things moving because we have a one year old and three year old. ** and ** were extremely helpful in keeping me up to date and contacting HSA and the supplier. ** even went to the supplier to pick up the water heater and deliver it to our house. The technicians installed it later that day, April 13. If it were not for the wonderful people at Steven A. Mills Plumbing I don't believe we would have gotten a water heater installed for several more days as HSA continually dragged their feet.

I called on Sunday to inquire about repair for my True MFG GDM-41C, which was running erratically (failing to cool sometimes, then dropping down to freezing even at the lowest setting). The basic issue is that without constant monitoring it may either fail to cool for hours and spoil the food or may plunge into freezing temperatures. After waiting about 20 minutes on hold I spoke to the first representative. He took down my information, I made sure I told him the brand and model and specified that it is a commercial refrigerator. I went into detail about this, clarifying that it is a sliding-glass-door beverage refrigerator and the model "GDM" stands for "glass door merchandiser". I was assured they would take care of the repairs and we discussed the terms. I was told to call Sears, and call them back if Sears couldn't handle it. Of course in calling Sears, they responded they don't service True appliances.

I called back to HSA and waited on hold for about 12 minutes. I advised them Sears had told me they don't service True brand refrigerators. I clarified this was because it is a commercial refrigerator and again I was assured the repairs would be taken care of. I was then told another company would call me in the morning to schedule an appointment. I got the call for the appointment around 9ish in the morning, and they offered to show up that day. I then clarified the brand and model and they told me nobody had clarified this to them and they couldn't service the refrigerator.

I had to leave my desk at work to call HSA and spent 18 minutes on hold to speak with another representative and explained the situation, again clarifying it is a commercial refrigerator such as you would see in a gas station. She put me on hold to call another service company. After doing so she advised the claim was being handed to an escalations team so they could locate a company to service the refrigerator. Finally, at 1:20 pm I got a call from another representative at HSA who explained that the escalations team had determined that HSA does not cover commercial refrigerators. She offered to get a service call scheduled anyway, for which I would pay 75 dollars knowing that the answer would simply come down to "Commercial refrigerators are not covered by your home warranty."

That's right, I talked to 3 representatives and clarified to all 3 of them that it is a commercial refrigerator and they all assured me they were taking care of the problem, and then I get a call to tell me they don't cover commercial refrigerators. I was offered to speak to a supervisor and after waiting 3-4 minutes on hold the supervisor came on the line.

She sternly reasserted that the contract would not cover my refrigerator she apologized quite dismissively that multiple representatives "did not pick up on the fact that it was a commercial refrigerator" and seemed to try and stick with this story after I clarified to her that I explicitly informed each person I talked to that it was a commercial refrigerator and not a normal residential unit. I am very disappointed in HSA and would not recommend them to anyone due to their negligence in training their employees, and complete dismissal of the costs incurred by me as a direct result of their incompetence.

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.

The next day someone from HSA contacted and said that some of the costs associated with the repair would not be covered and they needed me to agree to pay that before they could send the technician back to complete the work. When I asked for more details I was told that they only cover the part that is mechanically failing and I would have to cover the rest. They said that that I would need to pay for the overflow pipe and that parts and labor would be $200. In addition they said that I needed to pay another $279 dollars for parts and labor for 4 additional feet of new pipe that needed to be upgraded to PVC. When I asked what they were going to cover they said they would cover the part that is mechanically failing at a cost $130. When I asked what part was mechanically failing they said the tub waste overflow.

I tried to explain that a tub waste overflow includes the overflow pipe and all other parts needed to make this repair they just kept saying saying that the pipes weren't failing so the pipes weren't covered. Obviously no one answering their phones knows anything at all about even basing plumbing. I even tried to get someone to look it up on the internet. Seriously if you type tub waste overflow into a search engine you can clearly see what it includes.

Then I asked about the additional 4 feet of new pipe that needed to be upgraded to PVC. They said their technician said it needed to be done in order to complete the repair. I told them that all of the pipes were already PVC. Then I was told that they have to go with what their technician tells them. I went through the repair step by step with the technician and he never showed or told me about any pipe that needed to be upgraded. In addition his written receipt and description do not mention this 4 feet of new pipe. Only a tub waste overflow.

I even took photos of the all the pipes in question and the receipt and description from the technician. When I asked for an email address so that I could send them the info for them to look over they refused to even give me an email address. After talking to multiple representatives and supposed supervisors I turned to the BBB hoping for some time of mediation and common sense.

I filed my complaint with the BBB stating that 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. The response I received from them is as follows:

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 beupgraded to PVC piping. HSA-$130 for a flat rate for these repairs.

They still included work that is unnecessary and over priced and still refuse to explain exactly what they claim to be covering instead referring to it as a flat rate. I rejected their offer but it in a spirit of compromise born from a desire to have the repair complete I agreed to accept a check for the $130 and handle the repairs myself. In response to my effort to work things out: The homeowner should have paid the $75.00 deductible to the vendor at the time of diagnosis. The $130 is before the deductible, so the reimbursement amount is $55.

HSA promptly refused to pay full $130 instead saying they would subtract the $75 service trade call fee I had paid from their part of the bill and only give me $55. I have also rejected the $55 and I am insisting on at minimum the full $130. This is in spite of the fact I still feel they should cover the entire repair, but it least it would cover the parts that are actually needed. I am still trying to resolve this issue as write this review and the outcome is yet to be known.

In short DO NOT purchase a warranty from HSA and if you are offered one by a seller just ask for the $500 in cash or request it be purchased from another company.

This company has now been out 7 times in the past 6 months to make repairs to the unit. Each time, they tell HSA that a different part has to be replaced, but it would be a temporary fix and that the entire unit needs to be replaced. HSA would only pay for the repairs and refuses to talk replacement. The latest failure requires a new control board. My repair company quoted HSA $800 for the repair yesterday. I was told I would receive a return phone call "shortly" with the coverage amount. 24 hours later, I had not heard from HSA so I called them myself. I spent 62 minutes on hold (passed around to three different people, none of whom apologized for the wait or explained why it was taking so long). I was eventually told that they would pay $225 towards the $800 repair. This is ludicrous!

I asked to speak with a supervisor and was put on hold, yet again, for 15 minutes. The supervisor, David, told me that this was in fact the case and that was all they were willing to give me. I cancelled my contract with them and am refusing to pay any fees (I will dispute all fees with my credit card company). They have reached a new low in customer service. Be warned!! This company is a scam.

We got a cold snap in November-was in the 20's and teens overnight. We woke up very cold one morning and realized the heating system had not been on the whole night. I read the entire HSA contract in detail, and was willing to pay the $100 service co-pay. After waiting 45 minutes on hold (DAMN), I got a person from HSA on the phone. Their contractor came out in the afternoon and seemed "in a hurry." He went down, looked at the furnace, and came back up telling me, "you need a new air filter." We went to purchase one that night, put it in, reset the heat as he told us, and wouldn't you know... it broke again one hour later.

So....on the phone for another 30 minutes that evening (After hours, dammit) and got a MARTIAN on the phone from HSA. He spoke to me in this monotone voice and couldn't stop repeating himself like a ROBOT. WTF?? So the Martian told me, because the temps were 19 degrees and falling in our area, we "qualified" as an "emergency" and would be able to have another company come out to see the furnace. Even though this company did not have a contract with HSA. We would be required to pay the company repair costs and submit for reimbursement to HSA. (After reading the above comments, I feel that would be a big YEAH RIGHT). So that company said, "We don't see anything wrong with your furnace, but looks like this switch was not on because the door was put on wrong." And charged us $150 emergency fee.

So......heat worked a bit until it DIDN'T again the next week. Now we are in the first week of December, and have the original HSA approved contractor come back in. He re-wires something and cleans something else and tells us to put in the filter again. And it breaks AGAIN. This time, I was able to see what was really wrong and found out the indicator codes were saying "high limit error" which means furnace is too hot and shutting off before the room temp reaches what we set the thermostat for.

GOOD THING I HAVE MY PHD, too bad it is not in HVAC studies though....LOL. So. On phone with warranty company again, and my boyfriend gets them in about 20 minutes of waiting. And they send back our same guy and he says, "Oh the coils are dirty, and the area around the indicator light is dirty." So I get home and see what he cleaned out and it looks like someone shaved a cat on the basement floor...matted hair and dust in a big pile. But I wouldn't have cared if there were ten piles of dog poop on the floor, because PRAISE THE LORD, the heat worked!

With the filter in! It was going well for two weeks, and then started with the high limit error code "shut off" issue again today. My boyfriend says it seems to do that when very cold outside. We are going to suck it up this year and just deal with it rather than fight a losing fight against a crooked company that sells warranties for "peace of mind" yet has caused us nothing but stress and anger! And next year, NOT RENEW. Never again, and will probably ask around about replacing the furnace with a reputable company by our own extensive research.

My parents have Geothermal and love it, so we will likely need a new system. I hear 20 years is retirement age for furnaces anyway! I am NOT going to bother calling HSA because I have to go to Target right now and Xmas shop! Hopefully they get a lump of coal in their stocking or a big pile of crap from a clogged furnace!

We try to call HSA while the tech is still here but he takes off. Eventually someone answers and they send us an email an hour late denying our claim. Why?? Because the fuse is missing. I tell them "The fuse is missing because the tech took it with him." "Well that's not what he says and we always go with our tech. You will need to contact him." Oh but wait. It is now Friday night and they closed at 4:30 until Monday. "Sorry about that but we are not going to change your claim and you will have to wait until Monday if you want us to contact the tech."

I was on the phone for hours with HSA and they did not care that we have two young kids with no heat for 4 days. Nothing they can do since the tech says the fuse is not there any longer. Are you kidding me????? How are they still in business with so many complaints. Why is the business officials allowing them to scam innocent people over and over. GRRRRRR!!!!

HSA was billing $300 in completely fake charges! I've never waited less than 30 minutes on hold when trying to reach someone and have never received any of the call backs that I am promised. Their customer service personnel never apologetic for the wait or the fact they have left us without hot water in the middle of November for two days now. Save your money; there is undoubtedly a better warranty company out there.

I was getting nowhere with HSA other than the run-around. I finally had to get our local ABC problem solver to address the issue. Funny how HSA fixed it after the media got engaged and threatened to just have it fixed and file a claim in small claims court - (which I seriously would have done) As you can read on here - this company is in business solely to make money and not payout legit claims. It's an unethical company and Fonville Morrisey is unethical for offering it.

I contacted HSA who said they would not cover regular maintenance costs and that I needed to contact a company on my own. I did, and by Friday afternoon at 5:00 a technician from a different company was on site, and replaced another different electronic part and said the unit did not need any kind of maintenance, just another new part. Moreover, the limit relay (that turns the heater off) wasn't functioning properly and it needed to be replaced. Without the relay, the heater could be dangerous/deadly. I had the service done to make the unit operable and immediately called HSA to inform them of this.

They informed me that this new work was not done by their contracted company (the one that failed to properly repair the unit five days earlier) so they wouldn't cover the costs. It's in the contract, they said, and they are sure they told me that if I discovered any mechanical problems I was to contact HSA for approval and, presumably to get their contract company out for the repair (I don't remember them telling me this, but they're adamant they did).

Take note, this was 5:00 on a Friday afternoon, I was on day 5 without hot water, and I had a technician from a company I called for help at my house and now I was supposed to tell them to a) not do the work until I got approval and b) another company might be called in to do the job - even though I'd called them out. At this point I've paid my $100 deductible, and HSA has agreed to pay $400 of the final $700 charge for the services rendered by the company that actually did the work and gave me a hot water heater. The $400 figure is derived from what the company that failed to do the work the first time around would have charged, had they actually diagnosed the problem and done the work. That's a hypothetical figure for a hypothetical job that wasn't performed.

The HSA staff has been steadfast and unyielding in their position that it was my fault to allow the second company to do the work and that I didn't give them an opportunity to call out their contract company. I should've stopped them, they say, and since I didn't, I should pay the $300 balance. Of course I see it as a failure for HSA and their contract company to actually fix the problem, leaving me in the lurch with the burden of responsibility of finding someone who could and did fix the issue. This is the first time I've ever filed any kind of public complaint against a company. If I had it to do over, I would not have purchased a home warranty with HSA.

After 3 weeks on January 20 we received notice of what HSA would cover and how much we would have to pay. Total cost approximately $2500 which about half would be our responsibility. My original plumber gave an estimate 1/3 the total amount of their plumber. I asked if they would just pay us what they were going to contribute to the fix and and we would get our own plumber. They could not do that so we scheduled their plumber. NOW KEEP TRACK OF TIME FRAME HERE - Their plumber scheduled to come Jan 27; did not make it and rescheduled and came Feb 4 and took apart plumbing pipes under the house.

We were disabled from using water and plumbing in our home (thank god parents live minutes away in the same city). Repair was basically complete about Feb. 17 but plumber had to have city inspection. Plumber neglected to call in for final inspection until we followed up with the city and learned inspection had not been called in. So finally Feb 25 got final inspection and all water and plumbing back on and workable. So LOOK AT THAT TIME FRAME. And COST - initial contact with HSA Dec. 26, 2013; Jan 20, 2014 before HSA gave approval on repair; Feb. 25 before final repair complete with city inspection. Cost to me and HSA combined $1400 greater than my original plumber's estimate and HSA would not let me get a payment from them and use my own plumber. Please, these guys should not be in business. It is really worse than this. You can't get them on the phone unless they want you to renew.

I spent $176 for a second opinion. The finding: not operator error. HSA wants to talk directly with tech about finding and leaves message for tech. Tech tries to call back and gets the usual MINIMUM 20 minute hold time. After 20 minutes gives up. Time is money to the hourly tech. I follow up, not having heard anything for a month. On hold for 3 people. Last one, dropped after a 30 minute wait. Called back and started over. Person answering phone laughed when I said I wouldn't give in to the long hold method of making my claim go away. I suspect she knew the drill!

Finally, the rep answered and said because they couldn't talk to the tech and clarify the report (not operator error), the claim would be denied. I said I would call the tech and have him call HSA if they would give me a good no wait number for him to call. No such number; no further discussion. The failure was deemed a pre-existing condition and would be denied. I jumped through every hoop; my realtor did all he could; I paid for the second opinion; the tech and the service manager went way beyond to do all they could; but the outcome was predetermined. Deny, deny, deny. Never ever use this company. Denial for proper reason is one thing but using hold on the phone, failing to communicate, and denying for one reason after another is dishonest. I can't give this sham of a warranty company even one star.

There is no one I have ever heard of that has to go in their attic and remove water from a pan once or twice a season. I did call the repair company back but they said there was nothing they did wrong. So now, on August 19th at 4 am, we were woken up because of a new problem. Now, the water was coming out of my intake rather than one of the vents like one time before. I called HSA and this time, they did have a vendor of their own which they sent. He said that it appears this is an installation issue and because it wasn't properly installed, that it would need to be corrected. When he called into HSA for this repair authorization, they refused and turned it down. When I called to understand why they told me that this wasn't their responsibility. If it was one of their vendors, they would send him back. I explained to them they requested me to find someone because they couldn't find anyone. This was their idea not mine. Now they are trying to remove themselves from this.

The original company that did the installation isn't returning my calls so I don't even know if they are still in business. But over the few years, they have claimed they did everything fine. Regardless, this was an installation done by the insurance company approved and paid for by them so they should be responsible for this repair. This is a chance they take when using people to do installation for them. I am not an air conditioner repair person so I have no idea what is wrong or right with the installation. I have been quoted $1,000 for the repair from an HSA repair person and HSA should absorb this cost but they refused. After numerous conversations with many people at HSA, the claim has been denied. I also offered to share the cost but they said they would pay $200 no more.

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!

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 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.

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.

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.

A couple of 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" that 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.

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 and now they don't have anything. All I can tell is it will cost them more in the long run and 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. So, good luck to them in court.