Home Security of America, Inc.

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
They did not tell you everything! I am so done with this outfit. They are rude and tend not to customer satisfaction! They have not handled the situation right. They screwed me over on my furnace issue. To me, the are not customer oriented!
Regards,
*** ***

HSA cancelled the contract on and set a cancellation letter on 8/13/15 to the homeowner to be signed and returned. Once HSA receives the signed cancellation letter, the refund will be processed

[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.
Regards,
*** ***

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 unit was not installed improperly and was acceptable on my home inspectionI am requesting that this unit be paid for as I have had it replaced due to a child having asthma and needing the Central AirThis company gave several answers and they are using this as an excuse not to pay
Regards,
*** ***

HSA maintains our stance in this matterNo further coverage. Thank you

October 7,
Ms*** ***
Revdex.com of Wisconsin
WGreenfield Ave
Milwaukee, WI
RE: *** S ***;
Revdex.com Complaint ID No***; HSA Reference No***
Dear Ms***:
Home Security of America, Inc(“HSA”) is in receipt of your
letter dated October 3, 2016, regarding the above referenced complaint.
Please be advised that HSA received Ms***’s email dated September
29, 2016, with the requested invoice. HSA
has entered the reimbursement of $2,for the air conditioning claim. This amount is based on the invoice amount of
$2,less the $HSA trade service call fee for the total reimbursement
of $2,587.00. Check Number in
the amount of $2,was released by HSA on October 4, 2016. Ms*** will receive the check in the next seven
business days. Therefore, it appears
this matter has been resolved
Thank
you for your consideration
Sincerely,
HOME
SECURITIES OF AMERICA, INC
***
***
Customer
& Regulatory Claim Resolution Specialist

HSA will refund the $deductible to the homeowner for the delay in this claim and will move forward with replacement of the water heater. HSA will obtain the costs associated with the replacement of the water heater on Monday and will contact the homeowner once they receive this
information

In order for HSA to determine any coverage, HSA would need to get a diagnosis of the failure from the vendor the homeowner used for the repair. The vendor can call the vendor hotline at ###-###-#### to speak with a authorization associate

HSA received the diagnosis from the vendor stating that these failures could not have occurred since the inception of the contract, which was 5/2/15, due to the severity of the failures. The claim denial stands. If the homeowner would like a second opinion at their cost, they can do so
and submit the findings to HSA for review

[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.
Regards,
*** ***

I apologize for the inconvenience you were caused by the hold times, this is something we work very diligently to improve upon because we do get very busy in the Summer as it is our peak seasonThis is really not intentional we actually approve a high percentage of claims filed with us, unless it's
something we simply would not cover for per the warranty contractWe also have added the online user interface to help customers who would prefer to just set it up online themselvesYou can see the status of the claims as they are updated by the techsIn our system it shows we covered to replace your entire A/C system in your home and repaired some minor electrical failures that were occurring as wellIf you have any further issues with these that I'm not seeing on our side please make us aware so we can address them accordingly

The contract is mailed to each homeowner for their review and the contract clarifies any upgrades or options can be added within the first days of the contract. The contract is very specific to what is covered and not covered

[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 AFTER SEVERAL MORE DAYS OF WAITING and an initial unsatisfactory problem with the 2nd plumberI did call the 2nd Plumbing company HSA had given me to, but they didn't have any HSA approval or any notice of my claim at all yetBut several days later, they called, made an appointment, and yesterday (Tuesday, days after my initial online request for service from HSA) the plumber came for visit #3, and the drain was fixedSo YES, the issue is fixedI still rate HSA stars only (would be or star except that they got the issue fixed finally)I understand that the horribly awful phone queue that customers need to wait in is similar to what the contractors have to wait on, to get HSA approval for "actions"It's like- you're bleeding to death on the floor, but the EMT will wait until the evening, do his calls and get his approval to put on the tourniquetAnd I'm told it has to be phone call per claim, so these contractors are waiting hours in queue to handle several claims. HSA should have a list of the most frequent problems and fixes, and pre-authorize those common acceptable fixes. It would cut the # of contractor visits and calls in half. I could never recommend HSA to anyone at this point just on the basis of their horrible phone queue, where you DO get disconnected, and you DO get sent to another dept on another queueHorrible!!So yes, they addressed my claimThat is doneBut the overall experience still hurtsI totally recommend that HSA re-engineer their phone claim and contractor contact organization and process.
Regards,
*** ***

HSA apologizes for the delay with claim and the long hold times. HSA will refund the homeowner the $deductible as a customer service gesture. Check will be mailed out 7/2/

The customer is more than welcome to a 2nd opinion by another HSA vendor. Another $service fee would still apply. The first $service fee applies as the technician did come out to the home and per the contract it is due at the time of the service call. Thank you

What about the fact that I have been without A/C for month waiting to hear from HSA
I could have had this fixed and paid for on my own a long time ago had I known they were denying my claimThey never contacted me with the denialI had to repeatedly call them and the only reason I finally got a response is because I complained to the Revdex.com
They told me on 6/12/that a manager would be contacting me by phone after 4PM EST on 6/15/to discuss my complaintI never got a call
Instead I got a call on 6/16/at 3:15PM (I was still at work) from HSAGuess what? It wasn't a managerIt was their SALES DEPARTMENT trying to get me to RENEW MY WARRANTY for another year
I told the guy "You're joking, right?"
He didn't know what to sayHe later apologized for calling, said he hadn't read all the notes about the previous week in my file and about all my complaints and he should not have called me
They sure have enough staff in their SALES departmentsPeople get calls when they don't even WANT themBut when they PLAN to return a call (like for my complaint), the call never comes
No, I don't accept HSA's responseMy A/C STILL is outI have another company coming today to look at itJudy told me I needed a second opinion to resubmit the claimThat was probably a lie tooFrom the sounds of HSA's response, they won't consider a second opinion and even if I waste more time on hold and waste a technician's time calling them, they will deny the claim
All they do is deny claimsThey never pay claims
This is the third claim I have made with them in year, and the third time they have not paid a claim
It's quite a profitable business for them if they get to collect annual renewals and never pay any claimsAnd they don't spend any money on staff to staff the call centers or claims review centersThey only staff the SALES DEPARTMENT
I think people have a right to know how
unethical this company is
They take your moneyThey steal your time
They cause you a great amount of frustration
They offer hope and you pay their technicians $deductibles to come out so they can further deny your claims
Watch outBeware! Avoid!

If the repairs have already been completed, the homeowner can send in a copy of the invoice for review. It can be emailed to *** ** *** ** ***

HSA note indicate that the homeowner has had his own vendor out to the home to diagnose the failure. HSA would need to speak with the technician and once we receive that information, the homeowner will be advised. The technician can call ###-###-#### to speak with an authorization associate

HSA apologizes for the custoemrs experience. A Supervisor has processed the invoice in full for $and payment will be made today March 10, payable to the customer. Thank you

The term would have renewed in August on the 17th, as you have cancelled the warranty this should not auto renewIf you were signed up for monthly payments and auto renew just remove the form of payment that would have processed and the system will auto cancel the renewal or warranty if payment is not received within days of thatI apologize for you difficulty with this, we had changed over some of our software systems recently and that's what causes the confusion with this process