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HSA Security of America / Terrible customer service

1 Chagrin Falls, OH, United States
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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.

Sep 13, 2017

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