Home Security of America, Inc.

The homeowner has the base coverage which does not include the code upgrades and installation modifications.  If the 7 star upgrade was purchased, that would have helped with those charges.  The base warranty covers the equipment and standard labor.  The non-covered charges are for...

the code upgrades and installation modifications for $310 and that would stand.  HSA apologizes for the long hold times the homeowner experienced.  If the homeowner would like to cancel his warranty, they would need sent in a written request to cancel and that can be sent to [redacted]

We have processed a reimbursement of $75 towards the cost of a window unit for you. Unfortunately as of 7/27 you have cancelled your warranty with HSA, which cancels any claims outstanding. We would not offer you any compensation due to this as you no longer have the warranty service.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

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.

HSA will have an associate call the vendor for the pool claim and get the diagnosis of the failure.  Once HSA has that information, HSA will contact the homeowner.

We do not use Yelp as a standard for our vendors. We do use our own service requirements for our vendors that we uphold and if they go against them we handle them appropriately on a case by case basis. I can assure you though that they will not be sent out for you as a vendor again.

September 12, 2016
 
[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.
 
HSA authorized the replacement of a washer and a replacement
washer was offered to Mr. [redacted] based on the features of the old unit and
according to the provisions of the HSA plan. 
Mr. [redacted] accepted the replacement washer that was offered to him
and the new washer was ordered.  It
appears that Mr. [redacted] returned the replacement washer and requested a cash
reimbursement in lieu of the covered replacement.  Mr. [redacted] is responsible for the $55.00 restocking
fee incurred for the return of the replacement washer he previously authorized
to order.  A cash reimbursement in the
amount of $698.69, less the restocking fee of $55.00, was processed and a check
in the amount of $643.69 was previously issued to the property address on file.  Please be advised that HSA is reprocessing
the cash reimbursement and a check in the amount of $643.69 will be sent to Mr.
[redacted] at [redacted] in approximately 7-14
business days.
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
[redacted]
Customer and 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.  While it is true that the contract expired in 2011, the contract was cancelled (by me) for failure to fulfill the terms of the contract, and fulfill the commitments made by, HSA and / or HSA representatives.  
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

HSA has approved for replacement of the customers dishwasher as of 02/18/16 and the equipment order has been submitted.  The...

customer will be contacted by [redacted] for a delivery and install appointment once they receive the unit from GE.
Ordered GE # [redacted] GE® Dishwasher with Front Controls: Stainless SteelModel# [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

The service fee is due for the electrical outlet claim that was denied due to the GFI outlet was never secured to anything, which is improper installation.  The technician repaired the electrical wiring, but cannot remount the box back into the opening as there is nothing to mount it...

to.  The opening is too big and no support and/or stud to mount it to.  The service fee the vendor needs to be paid before HSA can move forward with any other future claims.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11930653, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I completely disagree with their version of the situation. A-1 Plumbing did not turn down the job. The were the first company to come out to evaluate the situation and completed the  work. They caused a second leak then AAA Plumbing came out and repaired the second leak after I refused to let A-1 plumbing back in my house due to the workers disrespect of my house and myself. HSA Emergency policy was not covered in their response.This was an heating issue and I feel that this situation shoud have been considered and emergency seeing that I live in Ohio and it was 10 degrees that weekend.  HSA should listen to their calls if they are recorded and they'll see how they talk to the customers. If proof is needed I  have all of my receipts from each company an you should check American Home Shield to verify who did the work. 
Regards,
Angela C[redacted]

[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 has not offered coverage on the customers ductwork claims.  HSA did pay both of the service providers that came out to the home for their service all fees.  HSA apologizes that he received this letter but the claim is not coverable as the failures are not normal wear and tear.  Thank you

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

HSA apologizes for the long hold times and will have an associate reach out to the homeowner to file the a/c claim.  The homeowner can attach the invoices for the toilet repairs for HSA to review.

On 6/30/15, the homeowners approved the non-covered charges and the equipment was ordered at  9:38 on 7/1/15 through [redacted].  At 1:21pm on 7/1/15, the vendor was notified with the pickup information.  The vendor will notify the homeowner to schedule the installation.

The boiler system that was failing was 21 plus years old, due to the age of the system parts were trying to be sourced to repair it. After an exhaustive search by the vendor provided, parts to repair the system were determined to be no longer available. The warranty's coverage for heating specifies...

it covers for radiant hot water/steam boilers up to $1500 per contract term, this limit is also known as an aggregate. The homeowner was paid $1032.45, which is the $1500 limit plus their $100 deductible less the $567.55 from the initial repair that was performed on the system. The warranty covered for it's contractual obligations. For your reference here is the section of coverage where this is listed: "CENTRAL HEAT - COVERED: (up to 2 units) includes forced air furnace; radiant electric including wiring, heat lines installed in electrical baseboards, or ceiling cables; radiant hot water/steam boilers, water heater/heating combination units and oil systems are covered up to $1,500 aggregate including radiant heating lines, circulating pumps and piping; solar heating units including solar collectors, reflectors and fiberglass or galvanized holding tanks that are used for storage of water for a solar heating system; heat exchangers, wall furnaces if they are the main source of heat to the residence; thermostats, ductwork from heating unit to point of attachment at registers or grills."

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
We purchased the house 6 months ago. The flooring was here and it's not new flooring. There are cracks in some of the tile if his diagnosis was correct then this would have been leaking since tile was put in the house was built in 1998 that's when tile was installed. There has never been new tile added  I don't know where there getting that from .  We've actually canceled the second opinion because we don't want them robbing us of another hundred dollars. We will fix the problem for maybe 30 bucks. We were just under the impression when you bought a home warranty that it would cover things that go wrong with your house as a new Buyer.and we do have the 7star up grade not that it's doing us any good. This company is a scam just like the other 95% of people on here have said. They have a horrible rating I'm not the only one having problems.  My realtor has actually stopped using this company because of the problems they take peoples money and do not complete the jobs or do not approve the jobs. You live and learn from your mistakes and when we go to get a new contract when this one runs out it will not Be with this company I've researched other companies that have four and five star ratings this company has 1 to 2 star rating that tells you that they're a horrible company.
Regards,
[redacted]

If the homeowner has documentation of service reports, HSA is willing to review them.  Please send to [redacted] attention [redacted].