Home Warranty Advice – selected user comments #2

Review filed under: HSA Home Warranty
Author: Paul Dalton

Call me a homeowner with realistic expectations. It seems that some others expect 1 hr service; but for the price we pay that is unrealistic, that speed of service would come with a steep price. Heat and cold can be uncomfortable; but they are not considered “emergency” items until they become life-threatening.

It is Saturday and I just called in a claim on my downstairs heating unit, which apparently just stopped working. The customer service agent, Sarah was polite, took my claim provided me the claim#, the name of the preferred provider and a phone number to contact them if I have not received a call by 10 am on Monday. (To me, that is next day service and I can live with that)

As a policy holder for 3 years, I can recall 4 claims (3 of which were honored without problem and 1 which we disagreed upon; but the unit is functioning).

I have never had a problem with HSA customer service (other than prolonged wait time). Each agent has been polite and tried to be helpful (they didn’t always have the answer I wanted but they tried to help).

It appears some people confuse HSA service with that of the sub-contractors that showed up to provide service. For the most part the contractors HSA sent to my house were polite and knowledgeable; with one exception (after my complaint and likely others, that contractor is no longer part of the HSA network) Yes HSA tries to find the lowest cost providers to make their business model work and those tend to be one or two man businesses; but that doesn’t mean they can’t be knowledgable. The contractors that have been to my residence diagnose the problem then convince the HSA rep that the service is covered because as one guy put it; “I make more money when I have work to do and unless they approve the claim, I can’t do much work.”

Without this policy, I never would have been able to replace the compressor on my HVAC unit for $75 (+50 to the contractor for a second man to help with carrying/installation/disposal). Yes, it is a 10 seer unit, so it is not the latest and greatest, and yes it is a lower tier brand name so it may not last as long as top-tier unit; but I have AC that works just fine for a severely discounted price.