this is the letter i sent to the BBB and the Attorney Generals Office of Wisconsin. This is to file a complaint against the above company. Approximately 4 years ago I had a problem with my central air unit. I placed a call to the warranty company listed above and was informed they had no one who could service my area for this problem but asked if I could find someone on my own and call them in. I did what was asked of me. There were a lot of back and forth between the company and the vendor I located through the yellow pages. Finally HSA approved the repair and the air handlers in my attic was replaced. I had to pay the installer and wait for HSA to reimburse me. The norm would have been they send an installer of their own and I pay a 50.00 deductible. For the past few years I have had issues with my air conditioning where as the safety pan under the handler which is suppose to catch any water that overflows due to a clogged drain has been filling although the drain is clear. I called the vendor that installed it but they said this is normal because the insurance company didn’t want to fix the whole thing. So each year I remove water from this pan to avoid a flood which I did have once already. There is no one I have ever heard of that has to go in their attic and remove water from a pan once or twice a season. I did call the repair company back but they said there was nothing they did wrong. So now on August 19th at 4 am we were woken up because of a new problem. Now the water was coming out of my intake rather then one of the vents like one time before. I called HSA and this time they did have a vendor of there own which they sent. He said that it appears this is an installation issue and because it wasn’t properly installed that it would need to be corrected . When he called into HSA for this repair authorization they refused and turned it down. When I called to understand why they told me that this wasn’t their responsibility. If it was one of their vendors they would send him back. I explained to them they requested me find someone because they couldn’t find anyone. This was their idea not mine. Now they are trying to remove themselves from this. The original company that did the installation isn’t returning my calls so I don’t even know if they are still in business but over the few years they have claimed they did everything fine. Regardless this was an installation done by the insurance company approved and paid for by them so they should be responsible for this repair. This is a chance they take when using people to do installation for them. I am not an air conditioner repair person so I have no idea what is wrong or right with installation. I have been quoted 1000.00 for the repair from an HSA repair person and HSA should absorb this cost but they refuse. After numerous conversations with many people at HSA the claim has been denied. I also offered to share the cost but they said they would pay 200 no more. Beware of the small clauses and wording in their contract. To be fair they have been very good in the past and this is the first problem I've had with them but this is a big one that they refuse to resolve.