Home Security of America, Inc.

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

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 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

The HSA contract does not cover detectable pre-existing conditions when they are able to be tested by either visual test,  or simple mechanical test and/or safety test performed.  The homeowner can contact [redacted] for further assistance.

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]

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

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]

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 customer service representative called the homeowner and the homeowner stated she did not want to proceed with the claim.

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.

[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]

The contract was mailed out to the homeowner and advises them that they can add options/upgrades and the homeowner chose to do so.  The claims approval stands as is, as the cash out going to the homeowner once HSA receives the paid invoice.

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]

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 vendor - AC repair co - provided the diagnosis last week to have the outside unit replaced as parts are not available.  On 6.26 the vendor was waiting to hear back from HSA if they were going to approve replacing the outside unit.This evening approx 6 pm EST, HSA called us to discuss replacing the unit.  Based on the information provided, it will take several more days for the vendor to be able to pick up the unit.  This Wednesday will be 2 weeks without AC.
Regards,
[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 [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]

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

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."

HSA apologizes for the long hold times in our peak time. A service provide was dispatched to the home for the water heater and the technician did not find any operational failure with the unit. Thank you

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.