HSA Home Warranty
Home Warranty Plan Details and Reviews for HSA Home Warranty
Premium: $320-430
Deductible: $50-75
Effective: At closing or 30 days...
Web: onlinehsa.com
Deductible: $50-75
Effective: At closing or 30 days...
Web: onlinehsa.com
| Home warranty is a complex insurance product. Unlike home insurance, it does not provide blanket coverage for all appliances. Pre-existing conditions and problems resulting from lack of maintenance of appliance are are generally not covered by home warranty companies. Home warranty sellers may not state these factors clearly, and this will create dissatisfaction among customers. Due to these factors, you will see many negative reviews here. Don't be intimidated by some negative reviews here. If you have maintained your appliances in good condition and go with a reputed home warranty provider, your coverage will be fine. |
We do not endorse any company in particular, however you should ignore the reviews that are overly negative or positive. Such reviews are not likely to offer a balanced view and some of them could be fake reviews posted to promote or demote a company. It is always a good idea to check BBB ratings and make sure the company is licensed to do business in your State by contacting State Insurance Commission. Try to avoid paying annual premium and keep your cancellation rights
President and CEO of HSA Home Warranty has responded to the criticism aired by some of their customers. Please read HSA Home Warranty Response
Reviews
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Pages: « 11 10 9 8 7 6 [5] 4 3 2 1 » Show All
Absolutly horrible! I’m an attorney and even I can’t figure out what is covered and what isn’t under this alleged warranty. Frankly, it doesn’t appear to be worth the paper it is printed on! Nothing is covered and,if an approved service provider comes out and the claim is denied (as it likely will be in most cases), you will be liable for the service charges, as ell. When purchasing a home in the future, should the listing indicate that a home warranty is included, I advise that you ask for the cash instead. Real estate agents also get a commission for selling this crap so be further aware of that. Take the money and run as far away from HSA as you can.
Well let me start by saying We purchased our home in 2004 and the warranty was included. The first year I did get our monies worth hot water tank was replaced no problem, had a similar situation with my stove top as an earlier customer noted that the parts were no longer made and I took a cash settlement remind you that it was much less than I replaced it for, but I was happy with that. that summer my Frig went out and I was with out a Refrigerator for 4 weeks not a good thing lack of follow up for sure. It wasnt until I got very upset that they did something about it ok so up until then they had been excellent so I thought ok. I have been having issues with my heating system and had someone come and look this summer and they told me thats how the system worked. Well guess what having the same trouble so I called HSA and to my surprise they canceled me! Ive never missed a payment or had a payment returned when I called they just said We didnt renew you when asked why basically they just said because. so I called a heating person out and turns out that Ive been calling them saying my heating system wasnt working properly and them telling me it was I find to my surprise it wasn’t. Not only that I have a humidifier system (never had one before all Greek to me) that has filters that should of been changed all this time and no one ever told me! My frig still doenst work right or my ovens but I just got tired of calling people out every week. Seems they have selective fixing. My guess is that they didnt make enough money on me because I did call them when I had a claim. Hmmmm Bottom line Iam looking into a new company.
I really hope that that was a CEO of HSA who wrote above me and does read these because I would LOVE to talk to him.
Have had 3 sevice issues they have coveed each one, however units were not fixed 100% dishwasher motor works but leaves the dishs with a heavy film. over all there sevice was just ok.
My one and only experience with this company was awful. We bought a house with an HSA home warranty. Our furnace wasnt working so we called to have someone come out to look at it. The vendor that HSA uses sent a guy out who stuck a screwdriver in the furnace and jabbed it around a few times and said we have a 4 inch crack in our heat exchange. Then he proceeded to tell us how to “break” our air conditioner so we could get it replaced with the warranty. HSA denied our claim saying that a cracked heat exchange “doesnt happen overnight” and that it was there before the policy came into place. We sent our inspection report to them stating the furnace worked fine before we moved in. They still denied the claim and said there is nothing they can do. We had a professional heating company come out to fix it and they took it apart and checked the whole thing for leaks and cracks and found nothing the only problem there was with the furnace was that the pilot light wasn’t lit, that’s why it wasn’t working. Needless to say we will not be renewing our warranty policy with them. HSA is a joke.
I received the HSA Home Warranty when I purchased my first home last year. I input a claim on my roof about 8 months later and was told the process by the CSR. I located a roofer who contacted HSA and the claim was approved. The work on the roof was done; I paid the roofer and submitted the bill for reimbursement. I was paid, minus the deductible, within a month. Since that process went smoothly, I renewed my contract for another year. Now I have some water issues and submitted another claim. After reading these complaints, I am leery about that decision. With this recent claim submitted, I was assigned a plumber, and the CSR stated “normal wear and tear”. This makes me think that they’re plumber will come out and state something other than normal wear and tear and therefore the claim will be denied. I do not have a problem with continuously renewing my contract and never having the need to submit a claim. But I want a company to be objective and willing to honor a claim if submitted. I read the CEO’s message and did not see where he addressed the complaints of “normal wear and tear.” I challenge the company to be objective and responsible in looking at each case and honor claims submitted, as most people purchased a contract for the security of knowing that the options they signed up for are covered. This is the first time I wrote an online review on anything, but my first home is important to me and I felt secure with knowing that I had a home warranty, and I want to continue to have that feeling. I will post again after the water issue. Thanks
I’ve never been told the term “wear and tear” so much in my life. And for it to be used as an excuse not to have my appliances repaired is utterly RIDICULOUS!!!!! I had no choice in dealing with this company, but I do have a choice of finding another company when this contract expires!!!!
My water heater broke down. HSA failed to order the replacement part in time – it took them 10 days to order the part even though I called every single day to verify that the part is on its way. I was told that it was shipped and should arrive within a day or two which was not true. They never return calls, did not bother to apologizes for the misleading information that they gave me nor tried to find a solution the my problem. only after two weeks of constant complaints and demands for answers from them they agreed to replace my water heater (with my co-pay)because waiting for the part to arrive will take another week (basically 3 weeks without hot water). Another strange thing is that they said the part was ordered and send with UPS but when I asked for the tracking number they refused to give it to me.Overall, I received different and contradict answers, sometimes from the same person! I had to pay out of my own pocket to solve a problem that they are responsible for. I still waiting for this ridiculous saga to end – I do not believe a word they are saying to me, whether it is the service representatives or the supervisors. Do not sign a contract with HSA!!!
HSA Home Warranty will pay for NOTHING! We bought our first home in May of this year, and were so thankful for the home warranty company. Now, over $3000 later, it has proven to be a huge waste of money. You can’t make up the excuses we have been given, and they speak for themselves… Our electricity started flickering in the living room because water was dripping on the breaker, but HSA wouldn’t pay for it because the water came from outside, making it “an act of God, not normal wear and tear.” Then the breakers started sparking and we were afraid our house would catch fire, so we called an emergency electrician, the only one that was available right then. HSA wouldn’t pay for those repairs because they wanted us to have a second opinion before the electrician saved our house from catching fire. HSA should do everyone a favor and clearly state on their literature that they aren’t out to help the customer; they’re there to help themselves to our hard-earned money.
We’ve had 2 claims.
Roof – Our contractor came out and based on what he told them, they decided it was a pre-existing leak and not under contract. We’ve lived through an extremly rainy summer and the leak did not start until 3 months after we moved in. I’m angry that money was spent on a warranty to cover something like this and now it’s denied. I had to go through a month of sending them information like home inspection, sellers disclosure and none of it is good enough – they won’t even talk to the contractor again. The only proof they’ll accept is receipts from the former owners, one who is no longer living.
Heater – the closest contractor they had to us was 40 miles away (we’re 5 miles from Philadelphia). This caused a little conflict, but was OK in the end.
The system is like HMO for your house. You can’t do anything without a referral. We’ll problably get another home warranty once this one is over, but definitely not with HSA.
just read the last complaint. I am a one man company, I am licensed, insured, bonded. I have 19 years in the hvac trade. My van does have company name on it. When you get my company you get a well seasoned tech. Not all small companies are bad. I do agree that there are a large perentage of bad contractors, big and small. The BBB will charge a contractor $400-$1500 just to join a year. Many companies are terrible but as long as they pay the BBB they are always in good standing. If a company is truly credible they will get repeat customers.
I’m glad to see that Robert Lehmann (CEO I believe) reads these and actually responds. I’m impressed and I would like to give Robert the chance to practice what he preaches. We have had the warranty for about 3 months. Our oven broke and the HSA serivce was fast and efficient. The technician was skilled and polite.
However, our furnace recently broke and upon calling in the technician we found that the first thing he asked for was the $75 payment. We refused to give it to him until he looked at the furnace. He wasn’t happy about it. He proceeded to tell me that the circuit board was improperly installed and that he felt the claim would be denied. Surprise, it was. Something didn’t make sense to me so I checked the technician out. He had no credentials, uniform, sign on his truck – nothing. I found out that he is licensed and has no complaints that I could find on BBB site. However, I also found that this technician is a one man show. Therefore, I called a heating and air company that has a great reputation and that we have used several times for a second opinion. The technician who was well-seasoned told us it was something completely different.
My issue is this: upon speaking with 2 representatives at the call center, I asked who would make the decision on this and they said they would – even though they don’t have the training to make the call. They said they might get their supervisor involved if needed. All I’m asking for is a fair shake. I would like this dispute to be settled by someone who is skilled enough to make the call. If I’m correct, I’d like HSA to cover the claim.
What do you say Robert? I’ll be happy to speak with you on this. After the oven you had a repeat customer. Now, I’m not so sure.
Do not ever do business with this company. The biggest waste of money ever. My heat went out 3 months after I bought the house and they are claiming its a pre-existing condition. That is a loophole they use for anything they do not want to pay for. No point in having a warranty but I would highly discourage this company. Do everything you can to go elsewhere.
I have had this service for 4 years now and have filed at least 3 claims. In each and every case the problem was taken care of promptly and to my satisfaction. The most expensive claim involved an older stove in my kitch that stopped working. (it was electric) The HSA contractor showed up the day after I called and told me the part he needed was no longer made. He also relayed this information to HSA. The company then told me the stove was worth 750.00 and they would either find a replacement stove for that ammount, or they would give me 750.00 toward the purchase of a stove of my choosing. I took the money and upgraded to a MUCH nicer unit and converted to gas. Granted, I spent much more than the 750.00, but ended up getting a much better unit for about half price. My wife and I were both very pleased. That brand new unit, by the way, had an incorrectly installed electric starter for the oven. The wire for the starting unit actually interfered with the blower for the convection oven and one day the fan cut through the wire causing a big spark inside the oven. I immediately turned it off and called HSA. THAT DAY a repairman showed up and fixed the problem. Again it was ALL covered by my HSA warranty, I paid only the usual deductible. I have never had a problem and have always found the HSA representatives to be extremely helpful. I would not hesitate to recommend the company and have done so on many occasions. Read your warranty and know what is covered and what is not. Don’t assume and you won’t be disappointed. The company covers everything it is supposed to cover without question. I seriously doubt there is some plan to “make up reasons” to not cover an item.
What a joke this company is. Do not deal with them. They try to excluded every little thing and leave you with the cost – even when “their” contractor does the work. They find cheap equipment that they get at volume discounts and then exlcude basic parts of the install. The numbers they quote for a buyout are completely bogus compared to having things done in the real world. I needed a furnace install and they offered only $925 toward the cost, and the warrenty covers up to $1500. Do not use this company.
We have had our HSA home warranty for 3 years. In that time, we have turned in 4 service requests. 2 of those were handled very smoothly, without issue. Two others had some claim handling problems that were not addressed in a professional manner.
One of those claims was for a leaky bathtub faucet. I had tried to fix the problem myself by replacing the valve stems prior to turning in a claim. When that didn’t work, I called HSA. When the plumber came out, he discovered that it was the springs underneath the valve stems that were the problem. HSA tried to get out of paying for the claim by suggesting that I caused the damage. The plumber assured them that I did everything right, but that I simply didn’t go far enough in my repair effort. HSA relented and paid the bill. That one kind of left a bad taste in my mouth, but I renewed the next year. (Ironically, the sink faucet in the bathroom had the same problem about a month later. I fixed it myself by replacing the springs at a cost of about $3.00!)
The last claim we submitted was when our a/c stopped working. When the tech arrived, he immediately knew what the problem was and took care of the clogged drain from the cooling unit. He collected the $50 and was on his way. The problem came a month and a half later when I received a call from HSA saying that the clogged drain is excluded from coverage under the contract and that we would have to pay the entire cost of the repair. The proper time to tell us of the exclusion was the day of the repair, NOT a month and a half later. It was not a big deal, I called the company that did the service and paid the extra $19. It didn’t bother me so much that it was not a covered claim as the WAY that HSA handled the denial.
That last experience is what brought me to this website today. I decided to check out the competition for when our contract renews in a couple months. We still have not decided if we will renew with HSA or not. So far we have paid HSA about $1300 in premiums. They have paid about $450 in claims with a $19 claim payment denial. I think if I was the person that decided to deny that claim after a month and a half, I would have just paid the $19 and sent a note to the customer explaining that it was covered this time as a gesture of goodwill, but that in the future it would not be a covered claim since it is excluded under the contract. But then again, what do I know? Oh, that’s right, I have owned and operated my own business since 1988…maybe I do know!
So there you have it: Four claims for service in three years; two were handled properly and two could have been handled better.
I had not owned a home warranty until getting my first one with HSA. My experience with them has been GREAT! They have taken care of several issues at my complete satisfaction. The coverage is real. As a matter of fact, I have gotten more in services on 2 homes than the yearly cost of my plan. I like this company so much that I bought coverage on 3 houses that I own. I will continue to use HSA and would recommend them to anyone considering a home warranty. It is an added peace of mind to have a warranty and a company that actually backs it up with great service!
I wish I’d read these reviews prior to renewing my contract, but I found my experience to mirror several on this site, including a lack of responsiveness from their vendors (A&E Factory), having to spend four full days home waiting for A&E and ultimately not getting serviced properly, and a huge variance in the knowledge of their customer service representatives. HSA has proved to be a huge waste of our money.
I have filed several claims with HSA over the last 10 years (for different houses that I’ve owned) and have experienced a varying level of service. My original experience dealt with the replacement of a section of plumbing and from the initial call to the service itself, the experience was positive. My most recent problem dealt with a garage door opener, and I didn’t make it past the customer service call. Instead of pointing out that the level of coverage that I purchased didn’t include the type of repair that I needed (I researched it after the call and figured it out on my own), the service representative quoted their “must meet current safety standards” clause, which I came to find out can get them out of a number of repairs. Even though the repair was not covered under my policy, their response gave me the impression that they were trying to get out of honoring the warranty.
I’ve had one other positive and one other negative experience with them.
So, as the saying goes, the devil is in the details, and you really need to read the fine print in the contract before signing as a lot of items are not covered. There are also strange clauses (for a warranty contract) like “must meet current safety standards” that can bite you when trying to get a repair. This one got me for the garage door opener problem.
As I was typing this I saw Mr. Lehmann’s post and thought it was worth commenting on as well.
Of the 40% renewal rate that he mentions, I would like to know how many actually filed claims and then renewed. I would guess that a large portion of the renewals are from people who want the piece of mind that a warranty gives, but have never made a claim.
An alternative theory for why HSA’s competitors don’t have many opinions registered is that the majority of their customers are satisfied with their service. As was pointed out in the first paragraph of his entry, the majority of HSA’s customers are apparently satisfied, and therefore not taking the time to post their opinions about the service. I haven’t looked at the stats for this industry, but an 85% satisfaction rate seems fairly low.
Personally, I do not plan on using HSA’s services again.
I feel that I have to respond to the comments that I read on this blog. I have been the president of this company for 25 years. It disturbs me to read these comments when I know that we work so diligently to deliver the best service that we possibly can. Unfortunately, the individuals who post their opinions are overwhelmingly those that feel that they were treated unfairly. I think that some statistics might be helpful to those individuals who read this site. We have 100 opinions posted on this site. Of those, approximately 25 are people who had a good experience and wish to share it. All others express negative comments. This is out of almost 85,000 people who filed claims with us last year. So you are hearing from far less than 1% of our claimants on this site. What you don’t hear is from the 85% plus who had claims and were very satisfied.
Furthermore, over 40% of our business comes from renewal customers who thought highly enough of our product and service to renew their warranty coverage. In other words a huge majority of our customers are very satisfied with their coverage and keep their warranty coverage with us for a long period of time.
While I applaud the high satisfaction rates of some of our competitors, you might notice that they do not have very many opinions registered. That is possibly because they only conduct business in a single community or state. The national companies, like HSA, have a more challenging situation in that they cover the entire country from Fargo, ND, to Abilene, TX to Philadelphia, PA to Orlando Florida. It is a tremendous challenge to form a network of vendors that covers the entire country. With this challenge comes some variance in the quality of service contractors performing the repairs. We do our best, every day, to bring on high quality service people. However, the alternative is no warranty protection if your community is smaller, more rural, or difficult to access.
There are those who complain that they had to wait several days in high heat or extreme cold to have their furnace or air conditioner repaired or replaced. If you look in your yellow pages you may notice that there are a finite number of companies who do this work. When there is a heat spike or a heavy freeze they are under tremendous pressure to accomplish all of the repairs. Whether you have a home warranty or not, it is likely that you will have to wait to get your repair work done. In fact, we believe that we do get repair people to you faster than if you did not have a warranty, because we send these companies a lot of business and have service contracts in place to establish high expectations with our service people.
Further, if you need a rare part or a new unit, we might be able to get them faster than the local company because we often buy directly from the manufacturer. Still there are only so many service companies and it takes time to get to you when there are weather extremes in your area. We also have a service guaranty in our contract that ensures we will respond to your service request in a timely manner or we will let you contact a vendor outside of our network to ensure fast service. Our people do their very best to bring you the fastest service possible. It is in our best interest to have satisfied customers.
Our CSR’s are monitored and trained on a daily basis. All telephone calls are recorded. We review these for quality assurance purposes and if there is a complaint about “rudeness” we listen to the call and review it with the CSR. As we review these we frequently find that the “rudeness” may have occurred after a customer became irate, abusive or profane with the CSR. We do instruct them to end the call if they are subject to extremely abusive language or profanity. The CSR’s are nearly always friendly, courteous and helpful. If not, they are retrained. If that is unsuccessful, further corrective action is taken up to and including termination.
With this response I pledge that all complaints about our service surfaced on this site will be fully reviewed to be sure the proper claim decision was made. While there are times when customers are upset that our contract terms do not allow us to cover every claim, I am confident that we stand by our service experience and address problems as they arise.
Some customers complain about being non-renewed after a claim. On average, we pay 1.1 claims per contract. That’s our business. We pay claims and provide service to people. However, you may have seen allusions to receiving $10,000 in claims. Obviously we cannot pay that kind of money out on every warranty. These individuals usually have eight to twenty claims. If we did renew this type of property, the cost of the warranty would be raised very high for everyone else and make the product less available to consumers who need the budget protection our warranty provides. We also will non-renew for persistent abusive or profane language and for behavior we consider unethical. Just as you have the choice of warranty providers, we have the ability to choose not to do business with individuals who exhibit this type of behavior.
Some complaints are about hold times. We continually strive to improve our hold times. In these economic times longer hold times are a problem. You may have experienced them with airlines, banks, credit card companies, insurance companies, etc. We are actually pleased that we have been able to keep the standards that we have and even improve our hold times in several target areas. We have not moved to a foreign call center or outsourced our call center operation. All of your calls are answered here in the United States by HSA employees trained in the values of our organization. They take tremendous pride in providing you industry leading customer service.
I wrote this letter because I could not tolerate without response the people who call us thieves, liars and con men. We work very hard to deliver the best service and coverage that we can with integrity and fairness, and have done so for 25 years. We judge our success by the number of people who renew their warranty coverage with us year after year. These are the more than 85 percent of our customers who file a legitimate service request and receive fair and prompt service. If that were not true we could not keep our customers. Robert Lehmann – CEO & President of HSA Home Warranty
ZThe first time we used it,was kind of hard,but after that we found laurie.she is an awesome representative of this company,working with her has been a pleasure,also,heather is very good,they both know what they are doing and have extensive knowledge of their respective jobs.would reccomend this service to anyone who is not a contractor,having problems with their contractors is easy when dealing with laurie.
AWFUL! Have been told so many different stories by this company while trying to replace our water softener. I’m so frustrated with them, can’t believe a warranty like this could give me such an insecure feeling!
On August 15th, I submitted a claim through HSA because the motor to my air conditioning unit locked up and ceased to function. They assigned Salego Heating & Cooling to come out to diagnose the unit on 8/18. The tech came out and determined that the motor was locked up, that the motor was no longer made and that a replacement would have to be found. He failed to contact HSA until I called HSA for a status on 8/19. On 8/21, I was told by HSA that the tech failed to write down the required serial and model numbers from both the interior and exterior unit so they couldn’t figure out what type of motor to install. I had to go to my home and get this information for them. I spoke with a rep & gave her information & I told her i wanted Salego to come back 8/24. Salego scheduled for 8/25. I wasn’t able to take time off (at this point I’d taken 1 & 1/2 days off for them already) so I tried to get my neighbor to let them in. She came down with the flu and was unable to. By a fluke, I am home all day today (8/26). I called salego and they absolutely refuse to come out & then on top of it they said they charged me for a no-show on 8/25! It’s a 20 minute job at the most. I can’t take any more time off for these people. My next step is to contact an attorney. I can’t take any more time off for these people. If the technician had been competent enough to write down all the numbers last tuesday, we wouldn’t be here. They need to start working with me on this because I’m DONE catering to their needs.
HSA sold the sellers of our home a warranty. We were not provided with a contract, just a false sense of security from thinking that the house’s systems were sound. 1 month later when our furnace broke (in the dead of winter), HSA wanted to take 3 days to send a service company. Due to my objections, we received a house call that day. However, it took 23 additional days (with no heat) for HSA to tell me that they would not cover the damage because it was caused by “corrosion.” I received this response only after numerous phone calls that were not returned. A second opinion would cost me $$ out-of-pocket. Then their local contractor tried to tell me that I needed $400 in uncovered repairs. I declined and replaced the pipe myself for $15. Today they sent me a renewal notice. I don’t think so. Buyer Beware: A home warranty is essentially worthless as any problems can be blamed on corrosion or poor maintenance. It is merely window dressing added to make a house on the market seem more attractive.
My cost has been 3 times that of the insurance coverage for a plumbing repair. The guy who did the work was very arrogant and didn’t come back to correct a leak after the first repair. He was scheduled, but no call / no show! His work is very messy and doesn’t look professional at all! I would not recommend this plumbing company to anyone! I did however have a positive repair with an attic fan of which the insurance company came through and my charge was for the deductible.
HSA was great for the first 2 years. I had automatic payments and one didnt go through for unknown reasons (HSA was unable to verify why and my bank doesnt show any attempts???), and they cancelled my account without notifying me!!!! I called because I had a claim and was told that I didnt have an active account, that they wouldnt re-instate me and that I wouldnt be refunded. I spoke to many managers who were very rude, and in the end I still ended up screwed. Thanks for nothing HSA…. Two thumbs down.