ZIONSVILLE, INDIANA -- We have been dealing with a hot water heater issue for 6 months now. Yes, 6 months. We have a triangle tube and let's just say that everyone that they have set us up with do not service triangle tube water heaters. So, here we sit 6 months later and now have gotten outside authorization and they have our plumber sit on the phone for over 30 minutes trying to get authorization, take down only 1/4 of the information that they asked for and asked for him to call back once he knows the total price to fix it since he had to price out the part.
Needless to say, we called back today as he is here to fix the issue and has the price, and they lost almost all of the info they took down in the 30 minute phone call and after waiting on hold today for several minutes, then told us they needed to transfer us to a HVAC certified person. Are you kidding me? Why did we not start there to begin with?
Now we are waiting for a HVAC person to call us back and he has been here at my home for over 1.5 hours and is not supposed to start any work until getting authorization. Do not use this company if you don't have patience or time or want your items repaired in this lifetime!!! Worst money we have ever spent. (HSA is now called something else, but as of last year it was still called HSA warranty.)
I have been with HSA for 4 years now. They have previous replaced my stove and garbage disposal, and although it was a slight pain to get those replaced, they are nothing in comparison to this latest issue. It is winter in Pittsburgh, it is cold. My furnace is broken. I've been fighting with HSA for over a week to get a replacement. The technician that came out has red tagged it and it is not able to be fixed, it needs replaced. I'm now on hold for the 8th time in over a week... for over 40 minutes (I am not kidding).
HSA is claiming there's $1,800 in work they will not cover, and they are claiming they may NOT even be able to replace the unit since it's "so old" and no longer made. I should be provided with a unit that is currently legal (even at the lowest grade possible). Some of the $1,800 in work they are claiming they do not cover is clearly stated as covered in the contract, such as duct work, electrical work related to fuses, switches, and power to major electrical units. They also are claiming I need to purchase a permit. A quick call to my borough has proved that wrong.
Since I have no heat, and therefore no water since the pipes would freeze, my dog and I are homeless. I've been fortunate enough to be able to afford a hotel for now, but I feel that I should not HAVE to do that when I have paid a home warranty company for a peace of mind in case of this very thing. I do not mind having to find a place to stay for a few days, but when they will not even give me a STRAIGHT answer on what they plan to do or a timeline on when I will be able to move forward with getting it replaced, I am left in the dark...
They have absolutely no care for the fact that I'm homeless and will not provide me a timeline on when they think they will know if they are going to be able to assist me in having this issue taken care of. This company is a complete scam, do NOT purchase anything from them. I will be contacting the BBB and attorney general, as well as a lawyer if they refuse to replace the unit/settle a cash sum (which at this point, I would prefer).
LOUISVILLE, KENTUCKY -- I received an HSA home warranty as part of a investment real estate deal (seller paid for the HSA warranty). It is impossible to deal with their ridiculous customer service. I was on hold today for one hour. When the phone was answered the person didn't listen long enough for me to explain why I was calling, and I was transferred to a different department, put on for another hour and a half, only to be disconnected. The estimated wait time was "less than 5 minutes." I called back and was put on perpetual hold again so I just hung up.
It's simply not worth my time to deal with these unprofessional jerks. I would never purchase a policy from them, I'd rather pay out of pocket with a local company I know because I know I'll get service when needed and I'll be treated with respect.
WISCONSIN, WISCONSIN -- Scam alert!!! This "company" is the worst rip-off ever. Please do not give these horrible, rude, nasty people your money!!! They will take it and run!!! I paid $1,000 for a 1-year warranty. It was very easy to reach someone to buy the policy. In fact, when I didn't purchase it right away they called me! They sent me a letter! Because they wanted the sale. After I gave them $1,000 it became nearly impossible to reach anyone to make a claim. You have to hold close to an hour to get a live person some of the time, and even then they will often transfer you to someone else and you start holding all over again.
I have now paid more than $1500 out of my pocket for a repair that has still not been completed because THEIR "repair person" claims it is one thing, but the 4 other professionals (all unrelated and from different local companies) said it is something else upon which they all agree. Four neutral opinions agree, the HSA repair person does not. 4 against 1 against HSA but HSA won't budge, they won't answer the phone, and you have no other way to reach them than the main number. PLEASE DON'T WASTE YOUR MONEY ON THIS SCAM.
The sample contracts online for HSA state that the seller is covered as long as your home is “on the market”. There is no mention in the sample about having to be listed with a realtor. The sample contract does not include the word “realtor” or “listed”. In many opinions, “on the market” could be for sale by owner. After the seller agrees and signs for the coverage, they receive a welcoming letter whereby on page two the “coverage period” is shown as a Coverage Start Date with a Coverage Expiration 12 months later. Again no mention of a listing contract a realtor nothing.
On the acceptance form for HSA it states that the seller agrees to pay the fee shown on the date legal title transfers to the buyer. So at this point the seller has agreed that when the home is sold they will pay the fee. So what is the problem? I'll tell you. HSA has an exception to the contract period within the actual contract itself. Again, it's not in the cover letter, it's not on the application, it's not on the sample contract the seller reads none of these. It isn't until after they get through the cover letter do they have to determine that the contract has an exception to the coverage period. Poor management and deceptive.
The customer is led to believe that they are covered for a year. The seller already agreed to pay upon close. Why are they hiding this part within their contract contradicting themselves on page two of their own cover letter? In our situation, when the home expired, we had to leave it off the market temporarily to move our family member out without realtors calling. We did do for sale by owner to keep it on the market. We verified this was okay with the HSA representative.
When we called with after being covered for 6 months without one call, they asked if we were listed with a realtor, we said no and were cut off and told we no longer had coverage and within minutes they cancelled our policy. If I had lied and yes “yes it is listed with a realtor”, would that have done it? Answer probably so… but I just answered the question.
Bottom line these warranties that are done through “realtors” is a contract between the realtor and the warranty company. They should make that clear in their cover letter. They should state we would like to welcome you for accepting your realtor's referral in considering our company as your warranty company while your home is “listed for sale with a realtor”.
When I called to go higher, I was met with a very intense and aggressive individual who does not listen and tries to intimidate. When I called back and left a message for the CEO's email address, again this very aggressive intimidating individual to my opinion called me again but now I was being insulted and basically called a liar. When I called back and spoke to a call representative who was very nice promised me she would call me back and to not worry that she would get me an email to the CEO got back on the phone 5 minutes later and said "I have so and so" on the line.
So it didn't take long in this not so large company for one person to get so much attention, little me and she never called me back. Obviously she was told she could not or else. What else could it be for someone to literally promise to call you back and not do so for days now? It's so sad. What kind of company is this? I'd like to know. It's a bad situation and it is not a company I will ever recommend to anyone again. Know what the problem is today, there is an expectation from some groups and individuals for a one-way loyalty. It's a shame.
It's weird that HSA even sells policies in my area, because they had one company under contract to look at my roof. It turned out he didn't have insurance, so he called me right before my appointment (when I had already come home just for that) to tell me he couldn't come. When I called HSA, they said just get anyone in the area to come and have him call while at my house. When I called after the guy had checked out my roof, the “lady” was somewhat angry that I had done this, because HSA had assigned me to another company…so apparently communication is not one of their best skills.
We had the home inspected before we bought it, and the inspector said it was nicely done. Now it is leaking, but HSA says that the fact that it started leaking 9 months after we bought the house is a pre-existing condition, because the guy wants to redo it to fix the problem… awesome. Too bad for HSA they don't realize that we are military and will be buying lots of houses over our lifetime as we move around. This means they have lost quite a bit of money from us because we will never buy another policy.
This also means they have lost quite a bit of money from our friends, because they are also military and move a lot and we will advise them not to get tangled up in this shady business. The insurance game is not to pay to fix anything. The guy who came out to look at our roof said warranty companies will call him 6 or 7 times per claims that they deem to be covered, just to make sure he really thinks the fix is necessary. Bottom line- HSA is shady ops.
WISCONSIN -- Recently bought a house and decided to get the warranty from HSA. Had the furnace tuned up from a local company, I figured it probably needed to be done. They replaced the ignitor while they were here. Two weeks go by and I have no heat. HSA says "you have to call them first!!" They send out this joke of a company the guy arrives here and says, "Well that'll be $95. Call your local company and tell them they need to replace your ignitor." GRRR!!! Then like ** my garage door opener goes out. I file a claim online because the hold times were approaching 10+ minutes.
Overhead Door Company comes out looks at opener says it's so old they can't get parts for it. Call HSA, "it doesn't have the sensors at the bottom of the door we aren't covering it." "OK thanks," and as if it weren't bad enough not even a week goes by and the furnace stops again. I call HSA and tell them "the heat is out I don't want your Crap company you sent out here the last time I am going with nice local company." They say OK, tech shows up on a Saturday, replaces inducer motor $303, Pressure switch $69.54 Sat fee $52.50 1 hr labor $120.00 Total w/tax $572.84 OK I paid for this out of my pocket because I went with my own company.
I get a call on Monday broad says "hi sir we are only approving approx $220 because we never authorized tech out on a Saturday and we could get the part from Carrier for $220." OK, So it's 7+ outside and you wanted me to wait till you ordered the part in from the manufacturer?" "Well yes sir." Actually we need you to fax your receipt so we can issue you a check. Yeah stay away from HSA they don't cover anything!!! They asked the HVAC guy if it was due to normal wear and tear. Ummmm what isn't its mechanical the stuff goes, I won't recommend this company ever!!
KITTANNING, PENNSYLVANIA -- Just moved in a few weeks ago and already got told by our home buyer's warranty company (HSA) that we only have two options in order to get our broken a/c fixed: take one of their systems (an outdated 10 SEER system, part of a stockpile in their warehouse, created in anticipation of cost increases due to the new energy efficiency standards) or take the cash out option ($750! What a joke! - where does this cover even an old SEER 10 and where is the installation cost in this?)!!!
So much for trying to do the right thing and get a more efficient system (we were hoping for a SEER 14 but willing to settle for minimum 13 SEER under the new energy efficiency standards). The Sears decision came after a contractor (they verbally approved of on the phone) came to take a look (and caused us having to make a "false vandalism report" to state police - the nice officer found "nothing wrong" with the system except it wasn't working!).
I guess the new standards didn't see this one coming (as I couldn't find anything against stockpiling or a home warranty company holding these old things)! The HSA approved contractor also verified that a replacement was needed (but that was after we were given the impression that the case was being approved and then again told that we still needed to have THEIR guy check it out)!
We've been trying to get this resolved since the heatwave when we found out a/c didn't work, with me stuck in the home in a wheelchair with no way out and the temperatures were at around 87 degrees indoors (We have also been trying to get a ramp installed, but that's another story.)!
Oh, and by the way even their website had a central air replacement cost posted at $1,475 to $4,200 (and it stated that the amount was "based on HSA's estimates"), but that nowhere near the amount they tried to offer us! I would be willing to join any pending class-action suits if this is not resolved amicably! To any attorney: Are you doing this "pro bono" or payment upon settlement won only?
KANSAS CITY, MISSOURI -- My husband and I recently had to file a claim with HSA under their home warranty policy. The warranty was part of our home purchase deal and we paid for the upgrade so that it would cover the heating and air conditioning systems. Our electrical heating system stopped working and prompted us to call HSA so that we would be able to get it fixed. HSA has preferred service companies that they call to come diagnose the problem. HSA would not let us call the company that installed the heating system (The installers left a sticker on the unit with their contact information). HSA called their preferred company and they came out to check the system.
The service person diagnosed a burned out switch (like a fuse) in the fossil fuel unit. As any layperson knows a fuse/switch/light bulb can burn out for many reasons most commonly is that they just plain wear out. The service person called the HSA adjustor and the adjustor asked him what could have possibly caused the switch to fail. The service person mentioned a possible cause as a power surge. The HSA adjustor latched on to that like it was the only TRUTH out there. I am sure her preference of the cause had something to do with power surges being deniable.
When the HSA preferred service person tried to clarify that it was only a possibility and that he could not know for sure what the cause was. The adjustor claimed he was lying because I told him to. The claim stands denied. We are currently in the HSA appeals process which requires that you get a second opinion at your cost (we've already paid for the heating repair on our own plus the deductible).
I know that many people who have home warranties to buffer against unplanned costs such senior citizens, will not go through the appeal process because they are unable and I am very sure by the way HSA's representatives treat people with disdain and claims the customer is dishonest, that HSA depends upon most of its customers not having the resources to appeal. This is a very disgraceful way of doing business.
I will update this site as to the result of our appeal. The company coming to give the second opinion is another of HSA's preferred service providers. I would encourage anyone who is shopping for a home warranty to pass HSA up. Their warranty may sound good on paper, but they will do everything, including calling you a liar in order to deny your claim.
Do not buy a house with a HSA home warranty, they will not cover anything and have horrible customer service. I have no air conditioning and my wife is 8 months pregnant and they will not cover the air conditioning, which they stated they covered in the contract, because it was not normal wear and tear. It is in the same shape when I bought the house. I am a young first-time home buyer and it was hard enough to save for the down payment on a house but felt good thinking the appliances were covered so we would not have any large appliance financial burdens.
They won't tell you what they will or will not cover until a tech comes out, not professional, doesn't tell you anything and if they do it is a lie, takes your 50 dollar deductible and the warranty company then does not cover it. We not only have had to replace the shower due to leaking behind the walls, which they said we caused, yeah I go digging behind my shower walls. And now 3000 dollars for a new air conditioner. And 100 dollars for the two deductibles.
I thought buying a house with a warranty I would be free of large financial problems but less than a year in the house and 4000 dollars later the home warranty still won't cover items they say they cover. HSA home warranty sucks and is the worst company I have ever dealt within my life. I will call every real estate agent I can find and tell them what happened.