Home Security of America, Inc.

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.

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.  The response submitted to the Revdex.com is different than the response I received direct regarding a garbage disposal.  The response to the Revdex.com complaint ignores the main issue, that HSA has awful customer service, "disconnects" calls, does not contact the customer to inform the customer that a submission or information is incomplete until after a deadline passes, and rejects claims based upon highly technical invalid reasoning.  The response to the Revdex.com is just more of the same.  The company has communicated to me it will throw a small amount of money my way in an attempt to resolve, but this does not change that the company gives horrible service.  They are not selling "warranties" they are selling a gamble that the customer will be willing to put up with extreme hassles to get the benefit bargained for.  This company should change its ways.  I do not consider this complaint closed until they do.
Regards,
Bridget [redacted]

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11692250, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did received notice from the HSA company,  they gave me a model # of a GE refrigerator to view and check out specifics on size and features.  I called them back and told them I did view the model they gave me and it is acceptable as long as it is the fingerprint resistant  stainless steel model,  not the shiny stainless steel model as I viewed.  All my current appliances are the dull or fingerprint resistant type.    The representative I talked to said she would update the case and let them know.  This was on Wednesday 9/21.  I have not received any more calls on the matter.   As my original complaint was more about this company not honoring their contract agreements,  I fear this is going to be another dead end and HSA will not be held accountable.  They sell their warranties to home owners and  receive their payments but they do not honor their contact when the homeowners try to collect on the warranty. 
Regards,
Mary W[redacted]

November 15, 2016   [redacted]                             RE:      Revdex.com Complaint ID No. [redacted]; HSA Reference No. 184979702                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your email dated November 8, 2016, and the letter dated November 8, 2016, from the Revdex.com regarding the above referenced complaint.    I have reviewed your invoice from Page Air Inc. dated October 26, 2016 for the repair of the air conditioning system.  HSA accepts no liability for service completed outside of the HSA plan; however, in order to amicably resolve this matter HSA is reimbursing the repair cost you incurred in the amount of $750.00.  You will receive the check in the amount of $750.00 in approximately ten to fourteen business days.                                       Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist   Cc:       Wisconsin Revdex.com

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.

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

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

May 5, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 206542262   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]’s HSA plan provides septic system coverage and on April 3, 2017 a service request was placed.  Danny’s Septic Service, Inc. was dispatched to diagnose and repair any covered problems with the septic system.  The service contractor reported to HSA that there were no mechanical failures found with the septic system and that the tank was full and needed to be pumped.  Section E-8 of the HSA plan specifically states that septic tank pumping is not covered.  Therefore, based on the terms of the plan, the claim was denied.  HSA will not reimburse Mr. [redacted] for any non-covered charges.  HSA does apologize for Mr. [redacted]’s frustration regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

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

February 1, 2017
 
Ms. [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           ...


RE:      [redacted];
Revdex.com Complaint ID No. [redacted]; HSA Reference No. 199227712
                       
Dear Ms. [redacted]:
 
Home Security of America, Inc.
(“HSA”) is in receipt of your letter dated January 30, 2017, advising of the
above referenced complaint.  The letter
has been forwarded to me for review and response.
 
On August 19, 2016, Mr. [redacted]
renewed the HSA plan coverage for a new year of coverage (August 19, 2016 to
August 19, 2017). HSA provided Mr. [redacted] with a $200.00 discount from the
$699.00 renewal premium plan fee cost. HSA shows no billing errors on this
renewal plan.
 
Section
H of Mr. [redacted]’s HSA plan states that the warranty is non-cancelable by either
party except for the following: (a) the contract fees are not paid; (b) fraud
or misrepresentation of facts material to the issuance of this contract; and
(c) if the contract provides coverage for the seller during the listing period
and the listing is withdrawn or expires. Should this contract be cancelable
under the laws of the state where the contract holder resides, an allowable
administrative fee will be charged upon cancellation.  Mr. [redacted] is paying the premium fees on a
monthly basis and no refund would be due to the customer if the plan is
cancelled.  Please advise HSA if Mr.
[redacted] would like to proceed with the cancellation of the HSA plan.
 
HSA
does apologize for Mr. [redacted]’s frustration regarding the long hold times with
our Customer Service Department. HSA is making every effort to answer each call
and quickly as possible.
 
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer
& Regulatory Claim Resolution Specialist

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]

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 reject their wrong conclusion. 
Regards,
[redacted]

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]

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

HSA apologizes for the delays in the claims process.  Currently HSA is reviewing both claims for the dishwasher and oven to determine coverage's on repairs VS replacement due to cost of repairs and age of the units.  HSA will be in contact with the customer with further options

December 12, 2016   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                         RE:      Crystal H[redacted]; Revdex.com...

Complaint ID No. 11833958; HSA Reference No. 186289032             Dear [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated December 5, 2016, advising of the above referenced complaint.  The letter has been forwarded to me for review and response.   I have reviewed HSA’s records regarding Ms. H[redacted]’s microwave, dishwasher and stoppage claims.  Please be advised that Ms. H[redacted]’s HSA plan was active from March 27, 2015 to March 27, 2016 and no service request was placed by Ms. H[redacted] for the microwave. Therefore, HSA accepts no further liability with respect to the microwave on the HSA plan that expired on March 27, 2016.   On February 22, 2016, Ms. H[redacted] placed a service request for the dishwasher and HSA dispatched Action Appliance Service to diagnose the problem with the dishwasher.  The technician with Action Appliance Service reported to HSA that the racks had failed.  Section E-4 of Ms. H[redacted]’s HSA plan provides that racks are not covered.  Therefore, HSA rightfully denied the repair of the racks for the dishwasher.   On October 16, 2015, Ms. H[redacted] placed a service request for a stoppage and HSA dispatched Hometown Rooter Plumbing to diagnose the stoppage problem in the home.  On October 17, 2016, the technician with Hometown Rooter Plumbing reported to HSA that a main line stoppage was found due to normal wear and tear.  HSA approved the clearing of the main line stoppage and Ms. H[redacted] did not contact HSA for any further service on the stoppage.   Section D-3 of Ms. H[redacted]’s HSA plan provides that the plan holder is obligated to pay the trade service call fee or the actual cost to repair/replace, whichever is less, for each separate trade call.  Therefore, the $75.00 trade service call fee was rightfully due on the dishwasher and stoppage claims and HSA will not refund either trade service call fee to Ms. H[redacted].             Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     Marcy C[redacted] Customer & Regulatory Claim Resolution Specialist

HSA confirmed with the vendor that the repairs were completed on 6/19/15 after hours.

HSA did receive a partial diagnosis from a service provider,  we are currently pending accessing thru lead base painted walls. The customer would be responsible for this at this time due to the lead base paint on the walls.  Once this has been remedied then a plumber will be able to assess...

the situation of the leaks to determind coverage.  Thank you

I'm sorry for your difficulties with this vendor. I have transferred this work order over to another company to assist you, no additional service fee will be due. They probably will have contacted you already but here is their info for you to get in touch with them. Tri-Diamond Enterprises PH#...

###-###-####