HSA uses unethical, illegal business practices to try and avoid paying out claims to homeowners. We reported to HSA that our air conditioner wasn't working the first week of June. They didn't send anyone out until June 8. Then, they say they didn't order a new unit until June 12. It is now June 22nd and we have yet to get a call from HSA letting us know whether the unit will arrive to the HVAC company. They won't return calls, and when you try to call their 1800 number, you are on hold for hours. I started taking screen shots of how long I was on hold. The last call, i was on hold for 1 hour and 40 minutes before someone picked up the phone. I asked them why the hold times are so long, especially since people have been complaining about this for years. The representative claimed they hired more people and need to wait for them to be trained. I just don't believe them. they are happy to take your cal 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, 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!!!
I recently purchased a home and my real estate agent included a 1 year HSA home warranty. Well it was not even 1 1/2 weeks after closing (we were not even starting to move in), we noticed that the septic system was "bubbling" up and we wondered what was going on, Well, we found out that my home has a septic holding tank and it uses a septic pump to push the water up to the city sewer line. Well after digging up part of the yard and removing the lid from the septic tank, the plumbing people noticed that the "pump" that was used to pump up the sewage to the city pipe has burned up and that the pump in the tank was a fluient pump instead of a grinder pump. Prior to anything happening, i looked at our contract and noticed that the spetic system coverage was not there and I had called them to add it. It came to $2K to replace the pump, suck out the septtic tank and replace the GFI electrical outlet that the pump would plug in to.
I called HSA, they informed me that I would have to wait 30 days from the date that the police first started for them to pay for the repair. I said to them, I have not even moved in (sleeping at the house) yet. What am I to do? Wait for 30 days, then get it fixed? The person on the 800# was rude and said that is our rules. I tried to talk to anyone in "upper management" and they refused to send me to a person. If you go to buy a house, tell your realtor not to get HSA for a warranty company.
I recently placed a claim with HSA due to a leak coming from the drain area in the tub. The technician was sent to my home and he showed every step of his diagnosis. He showed me what was leaking and walked me through the repair step by step. He collected the $75 “trade call fee” and gave me a receipt and explanation of the work needed in writing. He then left and said he would submit his report to HSA and they send him back to make the repair. He said it would be covered because I had waste and drain coverage.
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 be upgraded to PVC piping.
Home Security of America, Inc. Reviews
HSA uses unethical, illegal business practices to try and avoid paying out claims to homeowners. We reported to HSA that our air conditioner wasn't working the first week of June. They didn't send anyone out until June 8. Then, they say they didn't order a new unit until June 12. It is now June 22nd and we have yet to get a call from HSA letting us know whether the unit will arrive to the HVAC company. They won't return calls, and when you try to call their 1800 number, you are on hold for hours. I started taking screen shots of how long I was on hold. The last call, i was on hold for 1 hour and 40 minutes before someone picked up the phone. I asked them why the hold times are so long, especially since people have been complaining about this for years. The representative claimed they hired more people and need to wait for them to be trained. I just don't believe them. they are happy to take your cal 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, 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!!!
I recently purchased a home and my real estate agent included a 1 year HSA home warranty. Well it was not even 1 1/2 weeks after closing (we were not even starting to move in), we noticed that the septic system was "bubbling" up and we wondered what was going on, Well, we found out that my home has a septic holding tank and it uses a septic pump to push the water up to the city sewer line. Well after digging up part of the yard and removing the lid from the septic tank, the plumbing people noticed that the "pump" that was used to pump up the sewage to the city pipe has burned up and that the pump in the tank was a fluient pump instead of a grinder pump. Prior to anything happening, i looked at our contract and noticed that the spetic system coverage was not there and I had called them to add it. It came to $2K to replace the pump, suck out the septtic tank and replace the GFI electrical outlet that the pump would plug in to.
I called HSA, they informed me that I would have to wait 30 days from the date that the police first started for them to pay for the repair. I said to them, I have not even moved in (sleeping at the house) yet. What am I to do? Wait for 30 days, then get it fixed? The person on the 800# was rude and said that is our rules. I tried to talk to anyone in "upper management" and they refused to send me to a person. If you go to buy a house, tell your realtor not to get HSA for a warranty company.
I recently placed a claim with HSA due to a leak coming from the drain area in the tub. The technician was sent to my home and he showed every step of his diagnosis. He showed me what was leaking and walked me through the repair step by step. He collected the $75 “trade call fee” and gave me a receipt and explanation of the work needed in writing. He then left and said he would submit his report to HSA and they send him back to make the repair. He said it would be covered because I had waste and drain coverage.
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 be upgraded to PVC piping.
HSA-$130 for a flat rate for these repairs.”