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HSA Home Warranty / buyer beware

1 United States Review updated:
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Just moved into a home and the heatwave hits. A/C fails to work. Called HSA and was given number to "authorized agent" who told us no appointments for 2 weeks. Called HSA back, who wanted to verify. We got authorization to call another repair person we looked up in the yellow pages. This guy comes out and told me "it quit working, it's dead, it needs to be replaced, I can do it for $2, 400." We are stumped as to what to do next. Call HSA who wants to talk to this guy. We give them his number. Shortly thereafter we receive a call, HSA tells us "we don't cover vandalism." We are totally puzzled. Call realtor who suggests to call home owners insurance. They require a police report (police? we live in county!)...finally we find a number for state police who comes out and asks us if we are trying to file a "false report"...??? Totally stumped we explain the whole deal...the officer calls the repair guy who said he never indicated vandalism to the insurance folks. We call them back, now they seem more agreeable, even to the suggestion of calling Sears to get the work done quickly (after all, being in a wheelchair with temps approaching 87 degrees and no ramp yet, as I said: just moved in!). Sears guy comes out, checks the system and makes a service offer. I put him on the phone with HSA. I am told, it's pending approval only as to amount. So I figure, Sears can have the job. The next day another call from HSA, they want "their guy" (the one with no appt. for 2 weeks) to come out, saying they will not approve work by Sears for amount quoted. We stress urgency and they have been stringing us along too long already. They company van arrives, they check the system and talk to HSA. HSA then tells us that they will replace the system with on of their a/c units (which by the way is a 10 SEE/prior to Jan 2006 energy efficiency standards unit, stockpiled in their warehouse due to buy-outs prompted in view of rising unit costs) or we could accept their buyout offer of &750! I call this a joke (this doesn't even cover a 10 SEER unit and definitely wouldn't include installation and the pad)!

This company seems to do anything to avoid paying for a claim, they will string you along (and along, and along) for as long as they like, but pay they will not! There is no fairness in their business practice, no prompt attention, nothing...and when you are dangling by your last nerve, they will throw you the bone of a buyout offer about 1/4 of what it would cost them to honor their contract! BUYER BEWARE!!!

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  • Ti
      11th of Sep, 2009
    +2 Votes

    Most Home Warranty companies have national buying power which allows them to pay about 50% of retail cost. Most home warranties are contractually obligated to provide you with like kind/quality. If they still have 10 SEER units available, they can and should use them in order to control costs. Just like with any company, any service, you must control your costs in order to continue doing what you need to do. Furthermore, the company is not going to fake a denial based on "vandalism". The technician had to have advised them of the cause of failure, their calls are recorded so that is easily verifiable.

  • Ps
      15th of Jan, 2010
    +2 Votes

    HSA SUCKS! Dont use them...before any work being done...the plumber needs to call them and check if its approved. Else no work is done. But in my case they approved it, plumber was incompetent, could not find the issue or fix it, left without getting paid for coming to my home(inspite of asking him to wait). I finally get a letter from HSA stating the claim was "Unapproved" and to pay double my premium. Will not provide break up of the charges, considering NO WORK was done. How did the claim become unapproved in the first place...since I call HSA who then calls the plumbing company! They take the word of the plumbing company over the customer. Not to mention the attitude of the plumbing companys techs. VERY RUDE and CALLOUS!

  • Br
      9th of Dec, 2010
    +2 Votes

    I agree 100% HSA is garbage and a waist of money. I filed a claim for my electronic air cleaner that quit working. I should have figured they would weasel their way out of fixing it. It is a part of my heating and cooling system just like a paper air filter and eventually my furnace will go out. DO NOT BUY HSA!!!

  • Du
      8th of Jun, 2011
    +3 Votes

    I had the same thing happen to me. I just moved in to a new condo this summer. My AC was not working and HSA sent out the first contractor who did not find any problem and did not fix anything! They, of course, took a $100 check from me as a deductible. The air still did not work and I called HSA again. they sent out a different company who fixed the issue, but took another $100 check as the deductible. I called for 4 days straight to complain to HSA. They claimed that the first problem was diagnosed as something totally different from the second problem and that the first contractor stated the system was working when he left, so the unit must've broken after he fixed it and left. He was incompetent and did not fix or diagnose anything!!. I should not have had to pay 2 separate deductibles to get the problem fixed!!! They ripped me off and continue to rip others off. I hope I do not have any more issues with my home because I am disgusted with their service. They write their contracts and rules so that they always have the upper hand. Do not purchase a contract with them!

  • Da
      26th of Aug, 2011
    +1 Votes

    I concur that HSA is a complete waste of money. The only "good" that came from the denied service call was that the plumber suggested another home warranty company that actually does what it is supposed to do. I am contacting my realtor and pushing that their company STOP recommending this company for home warranties.

  • Jo
      10th of Dec, 2011
    +2 Votes

    HSA is a complete screw job. If you call HSA they send one of their approved contractors and if its not covered "UNDER THEIR GUIDLINES" the customer pays the whole bill NOT JUST THE DEDUCTIBLE. Complete rip off. Technician was at the house and he sat on hold for over an hour to get authorization to fix the furnace, and when he finally spoke to someone he had to fight with them to pay for the repair. Technician said this was the last call he will ever do for HSA again

  • Ab
      21st of Dec, 2012
    +1 Votes

    I took out an HSA warranty in October 2011. I had the bad luck to have my stove and microwave go out within a couple of months of each other. Then, sometime over January or February my water heater developed a pinhole leak. In all three of these instances HSA responded quickly and professionally, and the appliances were fixed or replaced. I highly recommend them. A. Barrett, Anchorage, AK.

  • Ja
      12th of May, 2013
    +2 Votes

    I AM A REALTOR AND I WOULD NEVER USE THIS COMPANY AGAIN OR REFER THEM TO A CLIENT!! They never told me about their 7-STAR upgrade so I had to pay an additional $320.00 for a service call. And try getting anybody to pick up the phone on a weekend... don't hold your breath while waiting for someone to answer because if do you will die while waiting!!! This company really sucks and I am going back to American Home Shield as soon as my contract expires with AHS.

  • Da
      25th of Jun, 2013
    +2 Votes

    We Had a dishwasher leaking water all over the floor and called the to get a authorization number to get it fixed. They gave use one and had sears come out to look at it. He looked at it and said the heating element had broken loose and melted a hole in the tub. That there was no owner neglect or abuse and that they would have too replace it. They denied the claim with no reason for their actions. Also when we got our contract the policy ran from 8 25 2012 to 8 26 2013. Closing on the house was 11 16 2012 and I moved in the following weekend. They r screwing me out of 2 1/2 months of coverage. There should be some kind of oversight on these insurance company's that are taking money for services they aren't providing. I wished there was some way for our mortgage companies to use there lawyers for fraud on covering actually their property they have titles on.

  • Gr
      13th of Oct, 2013
    +2 Votes

    I moved into our new house on August 26 2013, And I have had several things break, leak, and even quit working. I called HSA with every problem and they turned down every claim for one reason or another. I would never recommend this fly by night warranty company to any one. They SUCK !!!

  • Do
      7th of Feb, 2014
    +2 Votes

    This appears to be HAS mode of operation to not call back, you will become tired and go away, or your policy will expire, or one will give up. They are non-responsive and unprofessional everyone needs to know HAS mode operation and should avoid any contract (laughable) with HAS. Real estate agents need to know not to sell their product, buyers need to know not to buy their product, and better business bureaus need to know their operational policies as well as state and local government need to protect the customer from their business ethics.

  • Ja
      29th of May, 2014
    +2 Votes

    This is the second time we've personally used a Home Warranty and I'm also in the real estate business and I can tell you with 100% confidence HSA is unethical. Our service technician called back after discussing the issue with HSA which should have been 100% covered and they denied it immediately. We purchased a $450, 000 home that is less than 6 years old. It was inside the city limits so passed city code and original inspection. After we purchased the home it also passed inspection and then 7 months later the Air compressor went out and we had to replace our A/C unit. I called 3 different service techs to get a 2nd & 3rd opinion because the fix was going to be over $5K because we would have to replace both the A/C unit & furnace w/ the new technology out there to make sure it didn't happen again because none of them could pinpoint what caused it to fail. Within the first few minutes of talking when our service tech told him a couple of things that could have caused it he immediately said the HSA rep was going to deny it and he could tell from his voice. This might be one of the most unethical things I've ever seen when they said they don't fix preexisting conditions. So what is the point of a warranty? That's why we purchased it and why anyone does because we don't know what could happen.

  • Ko
      8th of Jul, 2014
    +2 Votes

    HSA doesn't cover whatever happens to be your problem. If it's an outdoor plumbing problem they don't cover outdoor plumbing. Our pool heater stopped working and they said it was because it was dirty and they don't cover cleaning it out. We had it cleaned out and it still didn't work. It was a switch and combustion fan. Denied again. They said it happened prior to us owning the home. I asked how they would know that and she had no answer other than "even if the switch and the combustion fan was replaced it probably would still need to be replaced." So, there's the real problem. They don't want to replace it. A complete waste of time and money.

  • Pr
      8th of Jul, 2014
    +3 Votes

    Hope Robert Lehmann dies a painful death!

  • Pi
      16th of Feb, 2015
    +2 Votes

    water heater exploded/busted from the bottom. They sent out a contracted plumber, who claimed misuse saying the bottom looked like crow bar was used to pry it open. He looked at it and said the heating element had broken loose and melted a hole in the tub. That there was Well, the thing is I am single parent with a daughter and I don't own a crow bar or any heavy tools for that matter. the tank is almost 10 years old and just busted loose at the bottom flooding my first floor with about 40 gallons of water. It also went into my neighbors home. So, the are denying the claim on bogus owner neglect or abuse. They said I could get a 2nd option and send in photos, spoke to a supervisor and she said they would overturn the denial due to improper installation but they needed to speak with the Plumber. That was on wed, had to call them following MON, just for them to say they will not pay because the panel is blown loose.

  • Re
      11th of Apr, 2015
    +2 Votes

    HSA sucks more than my natural hair color! They are the most uncooperative bunch that refuse to cover anything! As a new landlord, I was persuaded (by a shady real estate agent) to sign up for this service. I did it reluctantly & have had an absolutely, totally negative customer service experience. They put you on hold for 20 minutes, then REJECT friggin' everything, saying things such as, "Sorry, m'am that is not covered in your policy." Please, take my advice & those above in this thread and DO NOT consider paying HSA for such a lame "service"...

  • He
      27th of May, 2015
    +1 Votes

    I agree, HSA is a complete waste of time. I purchased my home on December 18th, 2014, and negotiated a home warranty into the deal. We agreed upon the HSA warranty, thinking I was making a solid choice.

    Then, in January of 2015, my refrigerator stopped working. Out of the blue, the fridge wouldn't cool, despite the freezer working. I noticed there was a buildup of ice in the back of the freezer. I called HSA, and they dispatched Ace Appliance Repair to come check it out. The men that came were rude. They used a hairdryer and melted the ice in the back of the freezer. The fridge started working again and they left. They said they "figured it was the defrost timer" and they'd "be back to put it in later." It was very off-the-cuff and unprofessional. Days went by with the fridge working before they came and installed the timer. Things were okay again for a few weeks. Then the ice in the back of the freezer started again. I had to pull all the items out of the freezer and use the hairdryer to keep it working over the next couple of months, each time it working for a bit before the problem started again.

    Life gets in the way. I'm a busy person and can't afford to keep taking off work for incompetent repairmen to come out here and treat me poorly. I had a temporary fix, so I put off re-reporting it to HSA. So maybe that's something I did wrong, but it isn't reasonable to expect me to bend over backwards to fix someone else's mistake. Finally, this last time the ice built up, I was sick of fighting it and called HSA back on Sunday, May 10th. Again, Ace was sent out to evaluate the situation. They said they "accidentally installed the wrong part."


    I waited nearly two weeks with no functional fridge before they installed a different defrost timer on Friday, May 22nd. The man that came, again, was rude to me, barely spoke, didn't answer my questions, and was in and out in about 4 minutes. The only thing he did tell me was that it would take 20-30 minutes before it would cool down. An hour went by, putting us at a little after 3pm EST, and I called him back because there was water leaking into the fridge and it wasn't cooling. No answer. It's nice that I got shafted on a holiday weekend. Again, completely unprofessional and inexcusable. I took off work to be there and they couldn't even work a full day.

    The next day, Saturday, May 23rd, when the fridge still wasn't cooling at all (still 60 degrees, give or take), I called HSA again, indicating that Ace had failed to correct the problem a second time, there was a puddle of water in the fridge, and that I was fed up with Ace's service. The rep at HSA indicated to me that Best Services would contact me on Tuesday, May 26th, but in order to have it looked at again, I would have to pay the deductible a second time.

    Wh...What?? I never got my fridge fixed once, and I have to pay the deductible twice? Are you kidding me?

    In the mean time, the fridge did begin to cool down Monday morning. But now the fridge is stuck at about 31 degrees (yes, that's freezing), and everything in the freezer has ice on it. So I called HSA and again spoke with a rep who told me to call Best, so I explained the situation to her. Ultimately, I was again told to suck it up and pay the deductible again or a repair person wouldn't be able to be dispatched. The rep told me that her supervisor denied my request to have the deductible waived because they didn't know what the "real" problem was, and if it would be covered by the warranty or not.

    Excuse me?

    Covered or not, I paid the deductible to have the fridge evaluated and have the problem identified. Ace failed at doing this; why should I be penalized for it?! The deductible should, without a doubt, be waived because my fridge has never been fixed.

    I am angry that HSA has been so adamantly anti-customer. But I'm more angry that I've wasted so much time with this. Do you know how hard it is to adjust your life to having no refrigerator for an extended period of time? So I'm done. I'm done with HSA, done with this fridge, done with this unnecessary stress. I'm appalled at how this has been handled, that they use such horrible vendors, and that despite my every effort of reasonable logic, I'm still being denied what I've paid for. They've lost a customer over $75.

  • An
      27th of Jul, 2015
    +2 Votes

    Our air conditioner condenser went out and we called HSA on Saturday, early. Finally got through and they were going to contact a emergency
    crew and told us if we didn't hear from them to call them back. We didn't hear from them and they tried another company and told us the same
    thing. We didn't hear back from them and finally she told us to call the Air conditioning person we had used in the past, which we did. Of course
    by now it was late and we had to wait til the next morning. We call the air conditioning office and they told us they did not receive the necessary
    papers from HSA. We called HSA and they said they would e-mail it to them within 10 minutes, which they did. The service man came out and
    saw what was wrong and tried calling HSA to get the approval. The condenser had gone out. That was this morning. He still has not heard back from them and we have tried calling them and have been on the phone on hold for over an hour and now it is 5PM. It is very hot here and in the house for the last 3 days the temperature has been 85-89. This is the worse service we have ever had with HSA. I am diabetic and have a heart condition and this is terrible. We still have not heard from HSA. not heard back from the technician and he said he would call us as soon as he heard from them and then it would take about 3 working days to receive the part. We are on the phone with them again and now they are saying we never called and gave them the technicians phone number. I am so damn angry with the poor customer service and arrogance of them.. Just heard from the technician and he has not heard from them all day. He said he had 3 other tickets waiting to be
    approved on by HSA and has had for the last 4 days. Will try again tomorrow morning.

  • De
      7th of Nov, 2015
    +2 Votes

    I utterly agree with the complaints. tried to call the company. 2 hours long noone answered. sent email to company- never received an answer.called regional manager-promised me a call of the company-never received one.

    i have informed the bbb and will turn this over to attorney general.

    these are scammers.

  • Al
      17th of Dec, 2015
    +1 Votes

    Furnace started smoking and stopped working. Unfortunately it was 31 years old and deemed not repairable HSA said I could use my own company but would only pay me what they could do the repair for. I chose to use the company of my choice and thought HSA would low ball me and give me $1200 to $1500 to replace and install a new unit. I get a call today and they say they can buy a new furnace and have it installed for $600 and that is what they will give me towards replacement. They said $300 for the furnace and $300 for the install. That is a total joke now way they can do that and what furnace is $300. I had 3 people at my home installing the new furnace for 8 hours. I would not recommend this company. I would have been better off saving the cost. All I did is was make the repair more difficult because I have to call and wait on hold to get the $600. This company should be ashamed of itself to even straight face say we can get your unit replaced for $600.

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