Home Security of America, Inc.

HSA has contacted the manufacturer of the unit and they will get in contact with *** * *** Company to try to resolve the issue with the unit

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. HSA states that customers should receive the check in 7-days, when in reality, it took days. HSA has a lot of work to do in their customer service department, I would never recommend this company to anyone and would like to warn other of our horrible experience and interaction with them Thank you for your help
Regards,
*** ***

May 15, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***, Revdex.com Case ID No***; HSA Reference No Dear *** ***: HSA is in receipt of your letter dated May 10, 2017, enclosing additional correspondence from Ms*** Please be advised that a reimbursement check (#23067297) in the amount of $was sent to Ms*** on May 9, 2017. Therefore, it appears that this matter has been resolved and HSA will be closing its file. Ms*** may contact HSA directly at ###-###-#### should she require any further assistance regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist

HSA apologizes for the customers experience. The failure is with the trip lever on the tub. This part falls under faucet coverage for which the customer does not have coverage on. HSA is not able to offer any coverage for the failure and HSA contract also does not cover secondary coverage's as well. The customer would need to file a claim with their home owners insurance for the water damagesThank you

March 30, Ms*** *** Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: *** ***; Revdex.com Complaint ID No***; HSA Reference No Dear Ms***: Home Security of America, Inc(“HSA”) is in receipt of your letter dated March 27, 2017, regarding the above referenced complaint. HSA does apologize for Ms***’s frustration regarding the heating claim; however, HSA’s letter dated March 22, 2017, accurately and correctly states HSA’s position regarding the matterOn March 13, 2017, the technician with *** Solutions LLC reported to HSA that the gas valve failed due to wear and tear. HSA completed a part search and ordered the part on March 14, At no time was the part ordered cancelled by HSA Again, the part was sent to the address listed in HSA’s records for *** Solutions LLC; however, *** had recently moved their offices and this change in address had not been advised to HSAHSA had to reorder the part to be sent to this new address. HSA confirmed that the part was received by *** Solutions LLC late on March 21, and the installation was completed on March 22, Section F-of Ms***’s HSA plan provides that HSA is not responsible or liable for conditions beyond HSA’s control including delays in obtaining parts. Therefore, HSA is not responsible or liable for any delay in service and will provide no further compensation with respect to the purchase of space heaters or the requested amount of $ Ms*** will receive the $trade service call fee refund in approximately four weeks Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC *** *** Customer & Regulatory Claim Resolution Specialist

HSA confirmed the refrigerator is being delivered 6/30/and the homeowner have been in contact with the delivery company

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I accept HSA apology and would like to state that we ended up getting the repairman that I said was available some hours earlierI know that HSA wants to use servicemen that they have a contract with, but when you live in a small town and no major repair center available within miles, it makes a difference on when you get service
Regards,
*** ***

HSA is still maintaining our original response:The claim was approved for $at HSA preferred vendors rates less your service trade call feeThis leaves a net refund of $50.00. The $claim approval letter is what it could have cost you on a retail basis without a home warranty. When an outside contractor is used and HSA has preferred providers that can take the call, HSA reserves the right to adjust to our preferred vendors rates. Thanks

Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thank you reaching out to the HSA They contacted me on 9/19/morning and let me know that vendor will be contacting to make an appointment I have not yet heard back fro the vendor yet because it is weekend HSA and Vendor would like to me remove the laundry sick, which weight about pounds of concretes that vendor can fully diagnose what is neededWhen vendor come out to this appointment, vendor was to call the HSA for approval of repair. Should HSA cover the removal of the sink if Vendor they send will not remove it to diagnose and fix the plumbing pipes under the sink and attached to the sink?I do not know yet of what is going to happen at the actual appointment So, I would like to keep this case open until the leakage of water is fixed completely.I thank you very much for finally able to receive the call from HSA
Regards,
*** ***

You had an AHS warranty not a HSA warrantyEither way the amount paid towards any home warranty gets refunded to whomever paid for it, in most cases that would be the title company

I just wanted to see how much time HSA has left to respond to my complaint? The initial complaint was done in MarchMy warranty with them expires in less than weeks. Thx*** ***

The water heater claim is approved and is waiting for the paid invoice from the homeowner for reimbursement

The cause of the heat water failure was due to the flue pipe being clogged and maintenance issues are not covered under the HSA contract. Per the contract, on page 6, number 7: Limitations of Liability: Lack of capacity; maintenance, cleaning, adjustments, lubrication services,
line bleeding, capacity increases, licenses or inspection fees; failure to maintain the temperature in the residence above freezing; improper use; contamination of fuel or energyYou are responsible for providing maintenance and cleaning on covered items as specified by the manufacturer. The claim denial stands and HSA considers this matter closed

March 31, Ms*** *** Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: *** R ***; Revdex.com Complaint ID No***; HSA Plan No Dear Ms***: Home Security of America, Inc(“HSA”) is in receipt of your letter dated March 28, 2016, regarding the above referenced complaint I have reviewed HSA’s records regarding Mr***’ garbage disposal claim. On December 31, 2017, Mr*** placed the service request and HSA dispatched Thomas and Sons Plumbing Service to diagnose the problem with the garbage disposal. HSA’s records indicate that the repair of the garbage disposal was completed by Thomas and Sons Plumbing Service on January 2, 2017. HSA’s records show that Mr*** requested the cancellation of the HSA plan on March 17, 2017. HSA’s Customer Retention Department followed up directly with Mr*** regarding the service issues. Mr*** declined the offers of assistance and chose to proceed with the cancellation of the HSA plan. Therefore, it is HSA’s final position that HSA will not waive the administrative fee due for the cancellation and no further service will be provided by HSA under the cancelled plan Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC *** *** Customer & Regulatory Claim Resolution Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my
complaint. For your reference, details of the offer I reviewed appear below.THE VENDOR ACCEPTED THE CHECK LAST WEEK AND CASHED IT ALREADY
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

* * * *** *** advised HSA that there was not a mechanical failure found with the shower drain. Since the employee that the homeowner was working with is no longer with HSA, HSA will dispatch another vendor for a second opinion at no cost to the homeowner. The vendor dispatched is
*** *** and their phone is ###-###-####

December 12, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: David & Jessica D***; HSA Plan No***; Revdex.com Complaint Case No Dear
*** *** Home Security of America (“HSA”) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response HSA apologizes for the frustration David and Jessica D*** have experienced. I have reviewed HSA’s records with regard to the oven issue. On September 21, 2016, service was requested for the oven and the request was dispatched to Ace Appliance Repair to diagnose the issue. On September 27, 2016, Ace Appliance reported to HSA that spark module in the oven needed to be replaced and the necessary parts were ordered. On October 5, 2016, Ace Appliance reported to HSA that the technician had attempted to install the replacement spark module but that he had ordered the wrong module. The correct module was ordered On October 26, 2016, Ace Appliance reported to HSA that the spark module had been installed and the technician had further diagnosed that the control board needed to be replaced. The additional parts necessary for the repair were ordered On November 17, 2016, Ace Appliance reported to HSA that the technician had received all of the parts necessary to complete the repair but that the customer was interested in accepting cash in lieu of HSA’s cost of the repair. HSA contacted David and Jessica D*** and offered cash in lieu of HSA’s repair cost in the amount of $281.21. Section D-of the warranty plan states that HSA reserves the right to offer cash in lieu of repair or replacement based on what HSA can expect to pay to repair the failure (parts and labor). This amount may be less than retail or less than the customer’s actual cost. On November 22, 2016, the customers supplied HSA with an invoice from Appliance Service Center, Inc., for the replacement of the igniter at a cost of $262.15. As this repair did match the diagnosis provided to HSA by Ace Appliance indicating that the control board and spark module needed to be replaced, reimbursement of the customers’ cost of the repair was denied. In order to amicably resolve this matter, although not liable to do so, HSA agrees to reimburse David and Jessica D***’s cost of the oven repair in the amount of $262.15. The customers will receive this reimbursement by check in approximately ten to fifteen days. A trade call fee is rightfully due from customers for every trade call request, in accordance with Section D-of the warranty plan. Based on the terms of the warranty plan, the customers rightfully paid the trade call fee in the amount of $to Ace Appliance Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly *** Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa *** ***
*** ***

HSA apologizes for the delay with this claim. As a service gesture, HSA will reimburse the homeowner for the window air conditioner. The homeowner needs to send in a copy of a paid receipt

The claim was denied due to the failure to the secondary heat exchanger is a pre-existing condition. Per the service technician, the amount of deterioration to the secondary heat exchanger could not have occurred since the inception date of the contract, which was
1/21/15.
In addition, this unit is under the Carrier Secondary Heat Exchanger recall and there would be no coverage as it has a manufacturer recall. The technician has to go through the manufacturer to get parts and work out credits and is not covered by HSA

HSA apologizes for the long hold times. HSA spoke with homeowner and advised of reimbursement procedures