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!!!