HSA Security of America
reviews and complaints

This summer I filed a warranty complaint with my home warranty company on June 1, 2022 stating that my AC was not working. I paid the required co-pay to get a technician from McAtee Heating and Cooling to come out and repair. When they came out, they confirmed my condenser and blower motor needed replaced. That is the entire AC unit.

It took HSA home warranty 52 days to complete that service request. First they stated they never got the paperwork from McAtee. McAtee sent it 14 times. After, many weeks of calling they finally approved the repair. The parts were to be ordered and when delivered, I would have to pay McAtee $1,900 for components like, wire, plumbing, etc that was not covered by my policy.

I agreed, even though I was not happy, but I need my AC fixed. It took them 40 days after that conversation to complete the job.

When HSA ordered the parts they sent them 3 hours away from where I love. Those parts had to be cancelled and reordered, but that was a horrible mess. I called everyday, multiple times a day begging them for help. My daughter has asthma and was struggling to breath. My dogs had to get shaved because they could barely stand the heat. My house was 95 degrees. It was unbearable.

Finally at the end if July the AC was replaced. We spent so much extra money, time, and stress trying to get them to do, what my service provides

July 2021, HSA sent dispatcher #1 to look at a dishwasher. The dispatcher was a) late b) rude c) Took apart the dishwasher to indicate the dishwasher was not salvageable. We disagreed and requested another opinion. A week later, Dispatcher#2 went out and confirmed the unit needed motor replacement. However, dispatcher #2 indicated that dispatcher #1 actually put the wrong screw back and caused a hole which will now cause leak in the unit. Dispatcher confirmed the motor can be easily replaced but the hole caused by dispatcher cannot be fixed and the leak will always be there.

From July 2021 - Feb. 2022, we have tried to get reimbursement for the dishwasher we had to place on our own due to lack of response from HSA. It is unbelievable that the amount of incompetency in the company in handling a simple matter. We have followed up on weekly basis with no response. Every time we called, we get the same response: "We need dispatcher #1 to confirm they damaged the unit" when in fact it has already been in writing by Dispatcher #2 that the unit was damaged by someone who took part the unit previously.

I truly believe this is HSA's business strategy in dodging every situation like this "hoping" the customer will just give up and go away on their own.

I will never use this company ever again and will warn anyone ever thinking about using HSA.

I've been without A/C for 4 weeks now, waiting for the HSA contractor to replace it. Every time I call HSA they say they will call the contractor to figure out what is going on. He never calls back. He is MIA. He won't return my calls or HSA's calls. Despite this, HSA will not send another contractor out. We have a 5 year old child and temperatures are reaching 90 degrees. We want our A/C repaired ASAP.

On May 26 I called HSA and put in for a bathroom repair for an exhaust fan. They said they would contact me back and contractor would be out Wednesday, June 2. He shows up, looks at it and says it's broken. They would contact HSA and when receive approval they would be back to replace it. It is now August 3, I've called multiple times checking for approval, and it still has not been replaced. Just being told they are waiting on approval. During this same weekend in May, the bladder tank for the well system went bad. Called them because we had no water going into Memorial Weekend, and they needed to find someone asap because last time this happened, we went 2 weeks without water until they finally said find someone local. Knowing this, I had the number of the gentleman who helped us last time and contacted him. He came out the Friday before the weekend, finds out what's wrong with it and tells us. HSA had given us a reference number for an outside contractor, which we would have to pay the contractor, and then they would reimburse us, as long as it was covered. I called them and was put on hold for 40 minutes waiting. I tell the contractor to fix it because I need water and I am on the phone with them waiting. I still have to pay him prior to being reimbursed. He finishes and has to go to do another job, gives me his cell phone number to give them so he can tell them what was wrong. About a month later I finally get an email, after calling several times and am told that they are not going to reimburse us because we did not get their approval before the contractor did the repairs, even though I was on hold while he fixed it waiting. Due to him having another job, If he hadn't done the work, he would have had to come back and we would have had no water the whole holiday weekend. 2 months later still fighting for reimbursement and a call from the supervisor.

Rip off needed hot water repair. On the phone for two hours four contractors called, no one could come out for 5 days, and the if it needed to be replaced hsa would have to order it, two more days, finally got a customer service number from a sale agent and they denied service for a contrator that I could get out today. No one should have to be with out hot water for 8 days. cancellation was added $36.00!

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!

If you're looking for a home warranty company, stay away from this one. PURE GARBAGE. This is the plan that we selected with the home we purchased in Oct 2016. From the jump, we have had nothing but problems.

A call to their 800 number for a service required at least 45 minutes before a representative would pick up. Then, the poor service company (plumber, HVAC, appliance repair, etc..) would have to spend hours on the phone trying to get approval to repair/replace whatever the problem was. Eventually, they updated their website to make it easier to request service; however, the phone contact remained difficult.

In addition to the problems of actually getting a hold of someone at the company, we had other issues when it came to service repairs/replacements. Our refrigerator crapped out and the repair guy (not local, sent from over an hour away in a different state!) said that it needed to be replaced. It took over two weeks before HSA decided that they would only give us $200 towards a new refrigerator, not repair or replace as advertised. (Two weeks without a refrigerator….)

Our HVAC system (an older unit that came with the house) quit working due to a bad condenser and rusted lines (leaking refrigerant). Rather than make the decision to replace, or even repair, HSA had the HVAC service (again, coming from over an hour away) refill the refrigerant (a band-aid) and let us limp along, knowing that our unit could fail at any time, which it did, twice more. Finally, they decided to replace the unit. Unfortunately, this process took close to six months from the time the initial call went in, to the time the unit was replaced. Fortunately, the replacement did not cost us more than the service request fee.

The proverbial "straw that broke the camels back", however, came when it was time to renew the contract. The contract was due to expire in October and I seriously considered dumping HSA due to the numerous problems and delays we experienced. I received a phone call from an HSA sales person and I expressed my concerns. She responded by telling me that they have hired many more people for their call center and have added several new service providers. I was skeptical but thought that I would shop around and keep HSA in my back pocket as plan B. After reviewing other options, we decided that a headache involved in getting in touch with HSA, and the delays in getting service would be less of a hassle than making a change. Prior to the renewal date, I went on the website and attempted to renew the contract. My credit card was processed (not charged) and according to the messages on the screen, the renewal was a success.

A few days later I received a renewal notice in the mail and decided to check the website. There was a message stating that my contract was set to expire and a notice that my payment failed. There was no email or contact from the company telling me that this was the case, and had I not logged into the site, I would not have known there was an issue. I verified my card information and checked that there were no issues on the credit card end (none) and resubmitted my renewal. Again, all signs indicated success.

As we had no need for service, I did not think to check the website again. Towards the middle of November, we received a final renewal notice from HSA in the mail. Again, I logged into the website and found that my contract had expired and that my renewal failed. Time for a phone call. After spending more than half hour on hold I was able to speak to a customer service representative who did not understand why the renewal had not gone through and took my credit card information with the promise to process the payment and let me know when it was renewed. I did not hear back from her.

Less than two weeks later I checked the website and saw no indication of an attempted third payment, only the contract expired notice. I called again and spoke to a different representative who was very enthusiastic about getting to the bottom of this and solving my problems. He was able to determine that the previous representative had sent my payment information over to accounting to be manually processed. He promised to follow up on this and call me back to let me know where we stood. I did not hear back from him.

Finally, in order to keep my blood pressure down during the holidays, I chose to call back today. Initially, I spoke with a customer service representative who was sympathetic to my plight but could not help me. For some reason, their system showed that our contract could not be renewed. She gave me the number for the sales department and said that they should be able to help me. I called the sales number and as it turns out, it went to the same automated system that the main number went to. After selecting the appropriate option (sales was not an option) I was placed on hold for about 10 minutes before a salesperson picked up.

The sales person was very apologetic and put me on hold as she researched my account. When she came back, I was floored by what she had to say. As it turns out, HSA no longer offers the warranty package that was covered by our contract and that was why the renewal kept failing. She then proceeded to tell me that their legal department has flagged our address as high risk and therefore they don't have a package they can offer us. She provided no explanation as to what makes us high risk.

My suggestion to anyone looking for a home warranty, for the reasons detailed above, stay away from HSA. It is also important to note that HSA is a sister company to American Home Shield. I have not dealt with them and will not as I suspect they share the same practices.

Wow! Cost me $ to this company that came out to fix problem after I cancelled work order because they couldn't come out for 2-3 days! No work done and since the repairperson showed anyways... I owe the plumbing company! First of all trying to get ahold of hsa.. Impossible... You can't even email them... Dont blame the plumbing company only hsa warranty since they subcontract these companies. Hsa took my card info and they should be the ones to reimburse me. Customer service rep, eleanor,
Says it was more than fair they get paid and I agreed... But I cancelled! She didn't listen, totally script and flow chart conversation. I am a veteran and I know a little about fair and whats right... This isn't and by the other comments I would be aware.

Friday 2:00pm Gas Boiler No Heat Condition. Home is 49 degrees. Friday 3:00pm Contact HSA, Create a Service Request. A Heating Company 45minutes away calls and indicates they do not work on Boilers.
I Contact Customer Service. Was on Hold for 40minutes. While on hold a Reputable Heating Company (Not associated with HSA) indicate they can come out immediately. Customer Service can not authorize without a Vendor ID.
5:11pm The Customer Service Agent Contacts another Heating Company. They are 80minute drive from my home. Through my questions Cust. Serv. indicate the Company has 48 hours to contact me which does not include Saturday or Sunday.
I reiterate that "it is 37 degrees each night, high of 41 degrees and the Company may not contact me until Tuesday to address any Heating issues". Customer Service-"That's Right". I wouldn't let my pet suffer for 5 days in 37 degree temperatures, let alone my family. Cust. Serv. Indicates that I should not expect a call before Monday from Heating Company. I asked if this sounded reasonable? Cust. Serv. indicated that they understood but can not change policy. If the temperature were to be less than 32 degrees they could authorize immediate service.
I am disappointed. The Phone system is horrible. Don't attempt to call while commuting and expect to easily get through to a person. I would not recommend HSA Warranty. I will not be a repeat customer. I would be satisfied if they reimbursed me for the Service Call which I will pay out of pocket as we are not waiting until Next week to determine which component is defective in order to warm our home.

This home warranty was provided as part of a new home purchase. We had 3 warranty issues within the first year of the contract (plumbing, toilet, roof). On each and every occasion, HSA resisted honoring the warranty they contracted for.
Further, HSA contracts with sub-standard service providers who are barely competent.
The plumbing issue (failed relief valve) was not diagnosed by the HSA provided contractor and was not fixed on two attempts. We had to hire an independent plumber to solve the issue. HSA refused to pay, saying we needed to continue using their contractors. After a number of months of negotiations with HSA and our Realtor, HSA covered most of the repair cost.
The toilet (cracked base) was fixed on the first attempt, but the plumbers put the old toilet on our brand new carpet, and assembled the new toilet on the same carpet. They also did not reomove the old toilet, leaving it in the front yard. When I reported this to HSA, they told me they DO NOT have a contracor review process, so complaining will not change anything.
The roof (leaking) was not repaired on numerous attempts by the contractor. On one repair visit, the contractor was on the roof, in the dark, using a smart phone flashlight to identify the problem. We had to hire our own roofing contractor and then fight with HSA to cover the minimum cost for the repair. This process took over 6 months to complete and countless phone calls and e-mails to their customer service department.
We would NOT RECOMMEND HSA to anyone considering a home warranty. I would also caution Real Estate companies to not use HSA, as all you will get is many angry and frustrated customers.

I called to place a service request for my stove top in the beginning of July. A service co finally came out july 13. My Wolf cooktop was working but would occasionally turn off on its own. HSA sent out a repair firm that is not Wolf certified and the technician couldn't fix the problem. He ordered parts and came back the following week. He had to read instructions and be on the phone with Wolf to figure out how to install the parts, but the stove not only now didn't work but it was locked up. He ordered more parts and came out again to no avail. Frustrated he said the stove was broken and needed to be replaced. Two problems with that: Anything is repairable if you know what you're doing, and HSA only offered a sub-par replacement. This would not work. I have spent HOURS UPON HOURS on hold with HSA to resolve this and requested an authorized repair firm come out to repair as that is even what Wolf recommended because they concurred that it is repairable. They only want to send the same company out and said that they would ask for a senior technician-prog with that is the guy who keeps coming out IS the owner and senior technician. I have requested to speak with a supervisor numerous times and one is never available. They tell me one will call me back between 24-72hrs but NOONE has ever called me back.
It is now September as of tomorrow and I still have no stove!
Customer service is non-existent
Hold time is OVER an hour every time
No follow-up or care for the customer
HORRIBLE!
And now I hear they have merged with American Home Shield, so theres a monopoly on the warranty companies and a general lack of customer care across the board

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 rep 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 rep 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 rep to complete the unfinished work. I asked and verified with the rep 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 rep 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 rep 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.[protected]@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.

We own a condo in Charlotte and have a home warranty on it through HSA. Our air conditioning went out last week, of course in 90+ weather. We could not reach HSA by phone on 7/7/17 so placed an repair request online (not as easy as it should be). They immediately gave us the name of the company that would contact us and that we would have to pay a 75$ service fee. The soonest the company said they could come was Wednesday 7/12/17 between 1-3. Okay, I take off work to be there and he doesn't show, I call they say he will come by 7:00pm. He does come at 5. Tells us the same thing that our own contractor said ; that it cannot be repaired must be replaced. Now we are at the point where the contractor says he has sent his diagnosis in and HSA is saying that he hasn't. They have acknowledged that the contractor said it was a coil that could not be repaired. They have never once reached out to us to let us know what is going on or offered a solution to fix our A/C. After reading all the many, many complaints online now that this is happening to us we are fairly sure our saga will continue and may not have a happy ending. Over all of these days we have tried to call to talk with a real live person and have never gotten through in shorter then 45 mins of holding while a recording repeatedly tells me how important my call is. ( I am pretty close to a total of 5 hrs in hold time) One time it was an hour and seventeen minutes before I was disconnected. However, if you would like to buy a policy they answer immediately every time! I have had other Home Warranties in the past and never had any trouble. I hope this saves someone else the anger, and inconvience that I and many others have gone through at the very minimum. I also hope that this company will soon be out of business.

I placed a request for service on 7/8/17, a Friday and paid the $75 service fee on line, up front. The money was promptly deleted from my bank account. The website said that I would hear from a local repair company within 24 hours, on business days only. I did not hear from them on the following Monday, so I called Tuesday AM and after waiting 40 minutes to speak to a rep, he told me that I had cancelled the request on line. I asked for a supervisor, since this was obviously a fabrication of events and would further delay repairs, and was told there was no one in a position of authority who would speak to me. When I insisted, the rep said all he could do was request that the supervisor call me back at their convenience. He told me he would have to put a new claim in. I repeated in this new claim that 2 of my 3 air conditioning units are not working.

Well, more than 24 hours have passed and I have still heard nothing from a supervisor, but a local company did call and told me that they could come, but not for another week. More bad news, HSA reported only one malfunctioning unit, so the local company can send a tech, but can only look at one unit unless a new request, and I assume, another $75 payment is made.

So now I am on hold again, so far for 51 minutes, listening to their recorded claim that my call is important to them.

My name is Djibril Kambie 5106 Cynthia dr Louisville ky 40291
My fridge is been broke almost a month after I reported to the insurance, the contractor come check it out and get his money ( $75 ) and disappeared ( no contacts ).
Now I am dealing with the insurance who's telling me to give them time to figure out what to do and management won't talk to me at all. So leaving with 4 kids you can tell my frustrations right now . Three time I was promised that a Supervisor will call you but they so careless

It is Sunday February 26th 2017, I need to place a service call to repair my garbage disposal and my dishwasher is leaking. I would do this on their website but I have questions about why my contract shows that the garbage disposal is an appliance but online it shows up under the plumbing section which means I will have to pay 2 service fees. I have called in now on 3 different times due to no one ever picking up my call. The first call I made I was on hold for 30 minutes so I hung up and called back, on this call I was on hold for 1 hour and 34 minutes so after waiting so long with no one answering I had to hang up to make breakfast for my family. Here again on hold for the 3rd time with in a 3 hour period and this wait time so far is 1 hour and 15 minutes. This is ridiculous that I have been on hold for a total of over 3 hours an still no response. I would not recommend this company to anyone looking for a home warranty, unfortunately for me the seller of my home when I bought it purchased this home warranty and I had no say in the choice of companies, I will not be renewing my contract will search for a company that prides themselves in great customer service and not such lengthy call wait times.

Called HSA due to furnace malfunctioning on Saturday afternoon 1/28 (temps fluctuating between 59-67) with nothing constant). I checked my fuses, thermostat, and filter before I called. HSA said a vendor would contact me within 24 business hours. It's the weekend so apparently emergency service is not available for any paying customer! I live in Wisconsin. It's in the 20's here for temps! Waited until Tuesday as no one as contacted me. I contacted vendor and vendor rep stated that they called HSA to tell them that they weren't talking any clients as they were too busy. The vendor nor HSA contacted me to explain nor this nor set up another vendor. I contacted HSA and spoke with "Michelle" who stated I was put in a queue and not on the transfer list. So no one knows what they are doing! No one knows if my furnace got fixed or not! Michelle expedited a 2nd vendor. 2nd vendor contacts me with 30 minutes of obtaining my info! 2nd vendor is at my house to check furnace. They are unable to fix because the igniter is broken and it needs to be ordered. I contact HSA and speak with "Christine". Christine put me on hold for 25 minutes then hung up on me. I call back and get "Myosha". Myosha listens to my explanation and puts me on hold. While I'm on hold she had contacted 2nd vendor and receives same explanation that I gave her! The igniter needs to be ordered and could take 1-2 days. I'm still without heat! There's nothing she can do to help me. She's very sorry but she can't do anything. I've been without heat for 4 days and I'm continuing to get the runaround by HSA. I have children and animals and we are cold! I am now waiting to speak with a supervisor. I've been waiting for 4 days for heat and another 2 hours for a supervisor! All I want is heat! Transfer me to another company so I can have heat!

As a realtor I took out a home warranty on 6/21/16 -Contract # [protected]
Last week I tried to call the company at [protected] and was put on hold for 20 minutes, I tried two more times with the same result.
Therefore, I decided to cancel my contract. Called last saturday and was given the following number [protected] which is not an HSA number.
Today is Tuesday, called again for the 'Realtor' dept andd talked with 'Kim'. I demanded to talk with a supervisor, this time I had to wait 25 Min for supervisor "Janice" to talk to. When I explained I wanted to cancel my contract she referred me to their 'Retention' dept to expect a call in 24 hours saying she has the form completed but that dept will handle the cancellation.
This company should NOT be in business and judging from the many complaints filed, I' m surprised they still are in business. If I don't get my full refund back I will sue them. Sigrid Marmann

Our air conditioning stopped working Friday. Call placed to HSA to initiate service and claim. No provider available. Calls 2, 3, 4 placed Saturday. No technician could be reached. Sunday, they escalated the claim to emergency. They told us to contact our own technician and to submit receipts for reimbursement. We did. Technician came right away, filled freon, air working. We had the technician call HSA to report work. We just received a call from them that they are denying our claim, which we haven't even submitted yet, because the technician called after he repaired it, not prior. This same service was covered last year and they told us just to submit invoice. The customer service supervisor was abrupt, ambiguous, rude and took all of 20 seconds to deny the claim. They took three days to not help us, directed us to help ourselves in finding our own service, now refuse to reimburse. Terrible service.