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HSA Home Warranty Consumer Reviews

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Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DURHAM, NORTH CAROLINA -- My wife and I recently purchased a house in North Carolina. Currently, she has started her job in NC and I'm still out in Phoenix. Our dishwasher in the new house is broken and my wife put in a repair request on 2/4. On 2/10 a representative from Sears came out and looked over the dishwasher and ordered the replacement part. That part is currently sitting at our house. So far, we've paid a $75 service fee to the Sears repair technician they sent out.

The repair technician set an appointment yesterday for 1-5pm with my wife. My wife took off work to be there during that time frame. At 3pm the tech called my wife saying he was behind schedule and would be there around 5pm. At 5pm he called and said he'd be there at 6pm. At 6pm he didn't show up and my wife called him and he said it would be after 7. The tech then called at 7 and wanted to reschedule the appointment(two hours after the allotted appointment time frame was over) but my wife told him that wasn't possible as she had used up all of her time off waiting on him for the scheduled appointment window. The tech then never called back, never showed up, and rescheduled us for March 2nd without speaking to my wife to see if she could even be available for that time.

This morning I called the customer service line and spent 1 hour, 38 minutes, and 12 seconds(please see the photo attached below) and nothing was accomplished. I spoke to three separate representatives, the first who put me on hold only to transfer me back to the automated menu. I then waited until I could speak to a second person who tried to assist but was unable to. She then transferred me to the escalation department who also wasn't able to assist at all.

Here is a summary of those conversations:

I explained the scenario described above and was apologized to for the technician not showing up. They offered to reschedule our repair for a M-F business hours repair time. I explained that my wife no longer had any time off she could use and I'm still in Phoenix so I cannot be available. I was then told they had no options for after business hours or weekend scheduling and they would schedule us for a time frame during M-F during business hours. Again, I explained that wasn't an option as my wife has no more time she can take off.

They continued to tell me they wouldn't be able to do anything for us other than try to find a different local company that MIGHT(she couldn't confirm anything as she couldn't reach any of the alternative vendors) be able to make those hours work but the entire process would have to start from the beginning, the review, the part order(because no other vendor would use the part sitting at our house as it came from Sears and not their company - this is normal warranty protocol, I understand that), and the scheduling(which may or may not be the same exact scenario where they can only come out M-F during business hours).

After spending 1 hour, 38 minutes, and 12 seconds on the phone the escalations department representative(Vicky) hung up on me and proceeded to push through another order for a smaller company to come out(I never agreed to this) and will now charge us another $75 service fee and start the entire process over. We've already been waiting since 2/4 to get this taken care of. The company refuses to take care of the fee or to work with us on availability after their representative never showed up. This company refuses to help in any tangible way other than to tell us that none of it is their fault.

Worst customer service I have ever dealt with. I am disgusted with this company right now as I've worked in customer service my entire adult life and would never let a scenario like this stand. HSA Home Warranty you need to make good on this scenario.

Feel free to contact me directly as I'd love to come to an amicable solution to this but your company seems unwilling to bend in any way considering we met our part of the deal and my wife wasted her time yesterday waiting on your repair tech who never showed up and she can no longer take the time off required for one of your windows. We have paid our fee, we met our end of the bargain by being available, now it's time for your company to make this right.

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Terrible Customer Service and Inept Repairmen
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

We've had a home warranty from HSA since we bought our home nearly 6 years ago. The price per month as well as the trade call fee have risen STEADILY since we began, and in fact the trade call fee just DOUBLED this year from $50 to $100. However, the service has gone WAY downhill since we began our journey with them, culminating in our latest repair requests that will most likely be our LAST.
First, there was the garage door spring that went, and it was obvious what had happened and that it was 100% covered, we initiated a call. The repairman they sent came out, verified it had broken, measured for a new one, and said it would take a week to come in. We suffered through a whole week with cars trapped in the garage only to discover that his boss had said that they couldn't replace a spring, that he had notified HSA of that from the beginning, but no one had told us -- we were still waiting to hear back from the repairman who told us he'd call when it came in! HSA responded that we could call our own company at that point because "no one within a 50 mile radius [of PHILADELPHIA] could possibly repair a broken garage door spring". As soon as I called my own company, it was repaired THE SAME DAY, and the repairman said there had to be 50 companies in a *5* mile radius who could complete the repair.
Next up, our 80 GALLON water heater ran out of hot water during our child's bath. They sent out a repairman who first told us our SWIMMING POOL was using all the hot water (Can you tell me ANYONE who has a swimming pool connected to a hot water line, let alone in the snowy Northeast?), then a "silently running toilet" was using all the hot water (When I questioned who had hot water lines connected to their toilet, he told me I'd "be surprised"). He proceeded to shock himself on the electrical connections once and produced sparks the second time until I BEGGED him to shut off the breaker before touching any other electrical connections. He complied, said everything was fine, and that the reason we ran out of hot water was simply because the unit was set too low. When I questioned how it could happen if it had been set that way for 11 years, he had no answer and no other options for repair.
I called the warranty company and spend another HOUR AND A HALF of my life explaining that this man was a HAZARD and had no business repairing ANYTHING. They finally agreed to send another repairman the next morning, and if he had the same remedy, we'd be out $200 instead of the $100.
Their repairman came with an "American Home Shield" sticker prominently displayed on his van, clearly annoyed that he had ventured out into the snowy weather for what they said was an "emergency", only to discover that the elements in the unit were functional. When I asked if the heater's advanced age and our extremely hard water might be to blame (making an 80 gallon tank half that size when caked in sediment), he said he'd mention it to HSA but that he "didn't feel like spending an hour on hold either". It was obvious they had told him what to say in order to conform to their previous (idiotic) repairman's verdict.
So here we are, darn little lukewarm water but $200 lighter because HSA hired an idiot and a puppet who will not listen to their customer. If I turn up the temp on a water heater that has survived 11 winters without needing a tweak, will that make me not notice that it still runs out of hot water during ONE child's bath? Will scalding my child mask her screams when she's rinsed off in cold water afterward? HSA seems to think so (or else not care what a customer who pays WAY too much for their “service” thinks)
SHAME ON YOU, HSA!!!

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Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ILLINOIS -- Let me start by saying the coverage is great on my warranty. That, unfortunately, is where my satisfaction ends. The service company they sent to fix my drainage pipes was out to the home about 2 weeks after the initial inspection in mid June. They completed the majority of the work, but not all of it. I still did not have pipes behind by bathroom sink and some pipes were missing from my shower after the service company took them out. I then waited 2 more weeks for a follow up appointment to finish the job. They missed that 4 hours appointment and I had to call to see why. The service company then missed the second appointment and again I had to call to see what was going on. Keep in mind that these appointments require most people, myself included, to take off work.

Needless to say, I was not happy with that service company. I then attempted to contact HSA to set up for a different company to come out. The hold times were over an hour nearly every time I called in, regardless of the day or time I called. I was a t first told that I had to use the first company they sent out, despite the policy specifically stating that they can send out another company if requested. I asked if I could speak to a supervisor to get assistance. I was promised a call back within 24 hours. I did not get that call back. I then was told 48 hours for a call back. When I finally got to a customer service supervisor who refused to give me her last name, she stated only their corporate office could approve that. I was refused the phone number to that corporate office and told I could not be transferred either, nor could I be given an email address to the representative that my escalation was assigned to at the corporate office despite being told it was assigned to a Melissa. When I refused to accept this as an answer, the customer service supervisor then hung up on me.

I was finally contacted that day by not a supervisor or someone from a corporate office, but an entry level representative who advised that I could not get a 2nd company and they would only offer their "cash out" option. This option means that HSA will pay their customer the price that they would have paid their service representative to complete the unfinished work. I asked and verified with the representative that HSA has contracts with its service companies and it negotiates prices on the estimates they are sent by the service company. I asked if I could be sent the amount they were offering with an itemized estimate explaining how they came to that amount. The representative I spoke to stated that they only can send me an overall cost for labor and material without a breakdown. I advised that was unreasonable and that if they can negotiate on itemized estimates, that I should be given the courtesy of being able to see how they came to their amount. The representative promised to see what she could do and send me an email the next morning.

That was two days ago and I have not heard from anybody since. I then went to the company's Facebook page and voiced my frustration and was simply given an email address for the company's social media team. From the other comments on the Facebook page, I could tell that nobody responds from that email address. I then took it upon myself to locate the personal Facebook page of the company's president of call center operations, Chris Poeschel. I sent him a direct message which he did not respond to. Out of desperation, I advised via direct message to him and a post on the companies Facebook page that I would start posting the personal social media account links for Chris and other senior management at HSA online so that others may actually have a chance to reach real people rather than waiting on hold for hours to speak to representatives with no empathy, compassion, or general care for their customers. I even advised that I would wait a day before doing so to give them a chance to do the right thing. They have since blocked me from their Facebook and deleted all of my comments. Still no call. That being said, here is Chris's Facebook.

https://www.Facebook.com/chris.poeschel.3?ref=br_rs - He can also be reached via email at chris.poeschel@hsaonline.com . I also have his personal cell phone number, but I will hold off on sharing that and the other management staffs personal contact info so they can have yet another chance of doing the right thing.

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Terrible Company With No Regard for Individual's Time or Well-Being
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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).

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Impossible to Deal With
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Scam!!! Rip Off!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Good But Slow Service
StarStarStarStarEmpty StarBy -
Rating: 4/51

INDIANAPOLIS, INDIANA -- I have had great experience with HSA. They paid for a new fridge, a new HVAC unit, and a new dishwasher control panel. I did buy the 7 star upgraded coverage, which does pay for a lot of the additional install cost. Downside, we are considered an uninsurable risk and thus are being dropped by them. I get it, we made them pay about 7k in one year. I was lucky it seems from the reviews. Sadly, they are still trying to get me to renew via email, despite the fact that I got a letter in writing saying that they will not renew my policy.

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Don't Pay for Their Warranty, Rip Off!!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.)

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Unacceptable Treatment From HSA
By -

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.

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Worthless
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HUBER HEIGHTS, OHIO -- We have used them twice since purchasing our home 6 mths. ago. The first time they refused to repair plumbing in a leaking shower due to previous homeowners incorrect installment. Second, we had a vent pipe behind the toilet start leaking sewer gases into our home and needs completely replaced due to rusting and we were told about their "vent clause". Not to mention the 75$ per visit just to inspect. I don't know why we bothered to purchase a home warranty. They are a complete and utter joke.

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HSA Home Warranty Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 11 ratings and
20 reviews & complaints.
Contact Information:
HSA Home Warranty
1861 Ludden Drive
Cross Plains, WI 53528
1-800-367-1448 (ph)
www.onlinehsa.com
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