Home Security of America, Inc.

HSA apologizes for the customers claim experience.  48 hours for repairs are under normal circumstances.  If parts are needed for the repairs and any delays are outside of HSA control and per the contract language.If the customer was misplaced from home, HSA contract does not cover for...

those situations. The customer would need to contact their homeowners policy  for remedy.. Thank you.

Not sure what call HSA was listening to but the call I am referring to is on 10/21/15 and the associate put me on hold to find out it was covered.  Associate told my boyfriend it was covered then he gave the phone to me to get information.  I said I was looking into a second opinion not HSA and was waiting for plumber to arrive. I can see its a case where I am unable to hear phone conversation and HSA will say anything to prove the customer is wrong.  Very disappointing.  How this has turned out.  July cannot come soon enough when my contract is up and I will not renew.

These are not the only service dates. Further when I told them this was a recurring issue and that parts were sent to my home for me to install after the fact which resulted in further damages, they were unconcerned.  They told me one of the deductibles would be credited and never did so. They also referred me to a different service Co stating the 1st had many issues but the one they referred to never called me back. I could have just bought and installed a new unit for this cost. They also don't care that this problem caused the oven to heat up potentially  causing a fire. I want the unit repaired or replaced and my deductible refunded. Also, perhaps an apology for the on going issues and rude handling of the problem. They have still not contacted me to fix the issue.

HSA has reviewed the call and the associate is no longer with HSA.  HSA apologizes for the poor customer service and an associate will be calling the homeowner to obtain the vendor's contact information to get the diagnosis of the failure.

HSA is mailing out a check for $65 on Monday, 11/23/15.

June 23, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. [redacted]   Dear [redacted]:   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.   Mr. [redacted]’ HSA plan became effective on May 8, 2017 and is set to expire on May 8, 2018.  On June 19, 2017, Mr. [redacted] placed an automated service request for a refrigerator and a cooktop/range that was not working and Ace Appliance Repair was dispatched to diagnose and repair any covered problems.  Section D-2 of the HSA plan provides that repair or replacement shall be performed within forty-eight (48) hours, under normal circumstances, of an approved claim by a service contractor chosen by HSA.  On June 20th, Mr. [redacted] contacted HSA to advise that the service contractor was unable to service the claim until Monday, June 26th.  Therefore, HSA offered to transfer the service request to a different company.  Mr. [redacted] declined and cancelled the service request.    Section F-9 states that HSA does not cover secondary damage, consequential damage or any damage caused by or resulting from the failure or malfunction of covered or non-covered “component parts”. Any damage resulting from the actual repair or replacement itself. Conditions beyond our control including delays in obtaining parts, relocation of equipment or labor difficulties including, but not limited to, additional costs associated with repair or replacement of a covered mechanical system due to space restrictions or location of the covered equipment. Any damage alleged to be caused directly or indirectly by the services or the timeliness of the services provided by us.  Section D-1 provides that HSA will not reimburse for services performed without its prior approval.  HSA does apologize for Mr. [redacted]’ frustration regarding this matter.  Mr. [redacted] may contact HSA’s Service Department directly at ###-###-#### to place a service request on any covered item.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

The HSA contract does not cover detectable pre-existing conditions as stated on page 6 under Limitation of Liability:Detectable pre-existing defects or deficiencies, when the “Component Parts” were not in “Proper Working Order” on the inception date of coverage, are not covered by HSA. If, on the...

Buyer’s effective date of this contract, the defect or malfunction of the covered “Component Parts” would not have been detectable by either visual inspection and/or simple mechanical test and/or safety test performed by a qualified professional, the defect or malfunction may qualify for coverage. For example: a simple test would be a visual inspection of a heat exchanger forcracks or a carbon-monoxide test.  The home inspection clearly states that there is an issue with a popping sound upon start up and a clanking noise and recommended evaluation and/or repair by a licensed HVAC technician.  The claim denial stands.

As of 2/16/15, HSA approved the replacement of the water heater and the homeowner was advised of this.

After further review of the claim, all diagnosis must be received within 15 days of the expiration of the contract for any type of potential coverages.  Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 Thanks again for speaking with me today. Attached is the invoice/ documents HSA has requested. The hot water heater was installed through my Gas/ Electric company (PSEG). The company that they sent out to do the install is contracted through them. The billing history with the invoice shows the amount paid. (first payment of 109 and then final payment of 1206.76). If there is anything else needed please let me know.   
Regards,
[redacted]

November 3, 2016
 
Ms. [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           ...


RE:      [redacted];
Revdex.com Complaint ID No. [redacted]; HSA Reference No. 184979702
                       
Dear Ms. [redacted]:
 
Home Security of America, Inc.
(“HSA”) is in receipt of your letter dated October 28, 2016, advising of the
above referenced complaint.  The letter
has been forwarded to me for review and response.
 
In order to fully and fairly review
Ms. [redacted]’s air conditioning claim please forward the invoice for the air
conditioning repair to HSA for review. 
Ms. [redacted] may forward a copy of the invoice to my attention at the email
address [email protected]
or the mailing address P.O. Box 727, Carroll, Iowa 51401.  Please advise Ms. [redacted] to black out any
confidential information such as credit card or bank routing numbers on the
requested invoice.  Once I receive and
review the invoice I will advise you of HSA’s position regarding the air conditioning
claim.  HSA will await the invoice.
                                     
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer
& Regulatory Claim Resolution Specialist

HSA ordered the correct style and tonnage, however the height with this compressor to too tall to fit in the unit.  HSA has contacted the vendor to assist in supplying the part as this will be a quicker remedy to this issue.

The homeowner can fax a copy of the paid receipt to ###-###-####.

HSA will be contacting the homeowner to have an HSA affiliated vendor out to the home to determine a new diagnosis.

I see we have offered a replacement oven and you have accepted the replacement. As soon as this unit is available at the warehouse that will supply it through GE they will contact you to arrange the delivery and install. If any further issues don't hesitate to call!

The $25 was an accounting error that was promptly removed from the home owner's account upon notice. The service fee for the plumbing claim shows it is processing to send a check to the home owner for the amount of the deductible, unfortunately this does take about two weeks to process and for the check to be sent out. There was not a breach of contract as we simply do not cover to correct improperly sized plumbing, this is listed as an item the home owner is liable for within the warranty.

HSA did receive the diagnosis from the service provider in regards to the roof claim.  It was reported to HSA that the cause of the leak was to wind and hail damage.  HSA's contract only covers for roof leaks due to normal wear and tear failures and specifically excludes failures due to:...

damages done by ice, mud, snow or wind and any acts of God; secondary damage from any type of leak of leak or re-reroofing of the residence; chimneys, gutters or downspouts, skylight or skylight flashing repairs for leaks or any other damage.  Per # 14 Roof Leaks and the terms and conditions of the customers contract. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have...

determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Two weeks after reporting this, no action has been taken by either company.   I was told I would be called by a manager from HSA, yet no phone call.  The company has also not refunded any money in dispute.  HSA needs to take action against Affordable Solutions.  I will not do business with HSA in the future if they do not, nor will I recommend them to anyone.  It's very disappointing HSA would allow their customers to be treated in this manner.
Regards,
[redacted]

HSA apologizes for the misquote that HSA gave for the non-covered charges, however HSA received incomplete information from the technic[redacted].  After further review with the owner of the service provider, the non-covered charges to complete the install are a total of $1000 and the homeowner was...

advised of this.   If the homeowner would like to approve that, they would need to call HSA.   HSA will refund the $75 deductible as a service gesture and the check will be mailed out on 9/14/15.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will make sure everyone knows my experience with this company.  I will never do business with this company again.  Thank God I didn't pay for the warranty and it came with the purchase of my home.  Please note that I still do not see this as resolved.  I am very displeased.  This company is awful.
Regards,
[redacted]