Home Security of America, Inc.

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and the listing is withdrawn or expires.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

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.

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

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]

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

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

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

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 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.

[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]

HSA will mail out the reimbursement on 11/3/14.  The homeowner needs to fax a copy of the receipt to ###-###-####.

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.The day I received the response from HSA my fiancé called the number provided.  He waited for over an hour on hold to be told that the representative he talked to named Dante had no knowledge that we were offered a replacement fridge.  I sent the below email to the representative as Dante requested.  We have not been contacted by phone or by email.  This is getting ridiculous.  All we want is HSA to follow their word and to actually do what they say they will do.  I sent the below email to the addresses [redacted] and [redacted].  This has been the most frustrating process I have ever experienced.  This is not good customer service what so ever.To Whom It May Concern: We received the attached from your company as a response to a Revdex.com complaint filed 8/26/2016.  When my fiancé, [redacted], called earlier today, he waited for OVER AN HOUR on hold to be told that you had no knowledge that your company had offered to replace the fridge.  You instructed him to send a copy of the Revdex.com complaint to you.  Attached please find the complaint.  If we do not hear from you or your company in regards to this email within 24 hours, we will be updating the Revdex.com in regards to this matter.  I urge you to take this matter very seriously. Thank you, [redacted] M. [redacted] **My fiancé can be reached at ###-###-#### or I can be reached at ###-###-####.** All I want is for HSA to actually do what they said they were going to do on August 26, 2016.
Regards,
[redacted]

After further review of the claim, HSA did not offer coverage on the failure as it was due to improper installation and the home inspection prior to the contract inforce date indicated the system did not work properly.The contract covers for normal wear & tear failures and all failures must...

happen after the contract has started.  The customer was made aware that HSA cannot offer coverage on the failures.  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.  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]

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!

on 02/08/16 HSA spoke with the customer and review information regarding replacement of the microwave.  The customer was to review this information and call HSA back with an update.  To date HSA has not received this information. 
The roof claim is denied as a not normal wear tear...

failure per the terms and conditions of the contract and HSA is unable to offer an coverage on that claim.  Per contract under Roof Leak:  NOT COVERED:condominium or townhouse roofs; leaking of an existing roof that has not been properly installed or attached; damage done by ice, mud, snow orwind and any acts of God; secondary damage from any type of leak or re-roofing of the residence; chimneys, gutters or downspouts, skylight orskylight flashing repairs for leaks or any other damage.
Both failures being reported are not covered.  Wind damage and damage to the chimney cap.   The contracts are valid for 1 year and are not cancellable in the state of Pennsylvania.
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#...

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

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

HSA is having an authorization associate call the vendor for the diagnosis and will contact the homeowner with status.