Home Security of America, Inc.

Regarding the homeowner's initial issues with the toilet in the home, our vendor was out to evaluate the toilet and diagnosed that the toilet was not matching up with the flange because the floor was un-level and the flange was too short. The homeowner was responsible for correcting the structural...

issues with the floor or correcting the improper install by replacing the flange that is/was there with a longer length flange. I apologize for the recent difficulty the homeowner has had with not being provided with an available company to come out and look at the water heater. I have given you permission in the system to use your own vendor; the vendor must be licensed and insured depending upon the requirements within your state, the vendor must call in the diagnosis and have the repairs or replacement pre-approved before work is done, you will need to pay the contractor up front and submit the invoice to HSA for reimbursement. If we were to replace a system, we cover to replace like for like and any upgrades would be at the homeowner's own expense. Please have your tech call in with the diagnosis to our authorizations department at ####-###-####. Thank you!

After further review, the contracts are not cancelable in the state of WI.  They are valid for 1 year from the date of being in force.  Thank you

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.

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.

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

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

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
Andrew S[redacted]
 
 Thank you for the payment. For future reference, maybe your company could include a note with the payment explaining why you are not paying the full amount of the invoice due to the coverage limit of $1500. This would be helpful to your customers instead of having to look it up in the warranty policy. Not everyone has an insurance background like I do and they may not be familiar with limits or how to read the policy. This again goes back to the customer service aspect and providing information to your customers.

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.

HSA has attempted several times to contact the approved authorized choice vendor that the homeowner used for the repair and have not heard back from them.  In order to proceed with the claim, HSA needs a diagnosis from the vendor.

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!

HSA is refunding the homeowner the $75 deductible and the check will go out tomorrow 7/14/15.

The licensed technician stated that there is something lodged in the toilet and cannot get a snake through the trap.  This is not a normal wear and tear failure and the claim is denied.  If the homeowner would like to have his own second opinion vendor come out to the home and submit her diagnosis to HSA, HSA will review the claim.

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.

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

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

April 4, 2017         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] & [redacted]; HSA Plan No.[redacted]-[redacted]-[redacted] Revdex.com Complaint Case No. [redacted]   Dear Ms. [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.   HSA apologizes for the frustration the customers have experienced.  I have reviewed HSA’s records with regard to the oven issue.  Mr. and Mrs. [redacted]’s account will be corrected and the trade call fee that has been flagged past due for the oven request will be removed, as HSA has confirmed that this trade call fee was paid by the customers.   Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 Fax: ###-###-#### Email: [email protected]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

As previously stated, HSA is unable to offer any coverage on and expired contract since 2011.  HSA consider this matter closed.

[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 [redacted], and find that this resolution is accurate, but in no way, shape, or form due to HSA's efforts.  I called and spoke with two vendors that day -- the one receiving the equipment and the other installing the equipment.  I called the first vendor to find out the status of the equipment.  When I was told the equipment was in I called and spoke to the dispatched vendor.  I let them know the equipment was in and that I would pay additional OT fees to have installed asap.  The vendor went out of their way to make it happen, and I'm gratefully appreciative.  But, the issue still lies with HSA -- long hold times, and not communicating back in a timely manner.  Not when your AC is out in the middle of summer.  
Regards,
 
[redacted]

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.