Home Security of America, Inc.

The issue here is the intent of the company to attend to the problem. The company never made any sincere attempts to honor the warranty contract. There was never a talk earlier when I called when it was covered or not. THE LEAK WHICH WAS SUPPOSED TO BE COVERED UNDER THE WARRANTY WAS NEVER ATTENDED TO, After I submitted the repair from another contractor who clearly noted that it could have resulted in serious damage that HSA is now coming up with the non coverage issue. Again, I am questioning their ethics, is it right for the company to hide behind some fine print and avoid warranty claims....
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]

The contract has been cancelled and all premiums paid are not refundable.  Thank you

HSA has been attempting to call the homeowner's service provider several times for both the a/c and water heater claim and left messages for them to call HSA back with diagnosis.  HSA has yet to hear back for either vendor. Until HSA can obtain the diagnosis from the service provider, HSA...

cannot determine approvability of the claims.

This company is a...

joke. I am very upset. On Friday Sept 25, 2015, AMB appliances came to our home and all they did was add MORE freon. Keep in mind they added freon back in Feb 2015. Freon should last over ten years! not less than ten months! Yes the fridge is cooling down for now, but in about a month or two it WILL break down again. I know this because every two months we've had to have HSA send out someone to fix this fridge. Every time we call, we have to wait over an hour to get a hold of a rep over the phone and get tossed around and no one cares to answer our question or to help us out. Every time we call they send over ABM appliances and AMB does not want to admit they cannot fix the fridge because they are afraid of losing HSA as a customer. It's time HSA does their job and replaces this fridge. We are willing to wait until it breaks down again, but we request to have them state in writing that they WILL replace the fridge if it breaks down again. Please keep in mind that this fridge has broken down on us 3 or 4 times already and we have wasted so much money on food. Not only that, but we have wasted so much money on eating out and HSA refuses to compensate us for our meals or for the food that we have lost. They are being extremely hard to work with. HSA also claims that they never put freon in our fridge, but we have a receipt from AMB dated back in Feb 2015 when they first came out for proofF

HSA apologizes for the customer claim experience.  HSA has made numerous attempts to contact the customer but has not been able to reach them or leave any voice mail messages.  HSA would like to move forward with offering the customer authorized choice, for them to locate an alternate...

vendor for a service call out to the home.  A service technician must call from the home with the diagnosis to determine potential coverage HSA number ###-###-####. Without prior authorization there may not be coverage on the claim.
Thank you

As stated before, HSA is trying to assist the customer with this is issue, however HSA cannot moved forward until HSA has a full review from the second option vendor. HSA cannot assist the homeowner if she chooses not to have the vendor out to the home.  HSA will dispatch the vendor again with the deductible waived.

June 13, 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]:   HSA is in receipt of your letter dated June 8, 2017, enclosing additional correspondence from Ms. [redacted].   HSA dispatched a second opinion company, Joplin Repair, to diagnose any problems with the dishwasher.  The service contractor reported to HSA that there were no mechanical failures found with the dishwasher.  The service contractor stated that the dispenser door was closing properly and that the soap not dissolving was due to the water temperature and recommended putting the packets in the silverware tray.  Because no mechanical failures were found with the dishwasher, no repairs were necessary and/or authorized.   Ms. [redacted]’s HSA plan became effective on March 9, 2017 and was set to expire on March 9, 2017.  HSA received payment ($445.00) in full for the HSA plan on March 23, 2017.  On June 7, 2017, Ms. [redacted] contacted HSA to request the cancellation of the plan, and her HSA plan has been cancelled per request and according to the provisions of the HSA plan.  Ms. [redacted] will receive a refund in the amount of $298.12 for the cancellation of the HSA plan.  HSA denies any further liability with respect to this matter and will be closing its file.  If Ms. [redacted] wishes to further dispute this matter, she may contact HSA’s Cancellation Department directly at ###-###-####.   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.
May I have contact information for hsa's legal department.  I can conclude from these responses that they will not honor their contract and will pursue legal action.  They obviously have no interest in being ethical and I fell this is possibly criminal.  I will talk to my legal advisor and proceed from there. 
Regards,
[redacted]

Better Business...

Bureau:
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.]To call this matter solved we would need the already discussed amount refunded to us. It is not a matter of replacing or repairing at this point. We require the $100 deductible refunded as well as the $325 for the missed work due to constant rescheduling (without our knowledge or permission) and numerous no-call/no-shows by the company HSA hired. That will be the only way the dispute is settled. 
Regards,
[redacted]

September 14, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No. 34 0001582489; 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.                                         ...⇄ I have reviewed HSA’s records with regard to the septic issue.  On September 2, 2016, service was requested for the septic system and the request was dispatched to Modern Plumbing & Backflow, L.L.C. to diagnose the issue.  On September 6, 2016, Modern Plumbing reported to AHS that a pipe in crawlspace was split in half and that the cause of the failure was a force other than normal wear and tear.  Section A-1-C of the warranty plan states that HSA will provide home protection coverage for authorized repair or replacement of component parts mentioned as covered that file due to operational failure.  HSA will cover loss so long as the component parts become inoperative due to normal wear and tear.  Based on the information provided to HSA by Modern Plumbing and the terms of the warranty plan, coverage to repair the issue was denied.    Mr. [redacted] disputed the diagnosis provided to HSA by Modern Plumbing.  Although not liable to do so, HSA dispatched a service request to Home Services of the Triad to diagnose the issue and provide a second opinion.  Home Services has reported to HSA that the customer has cancelled this service request.   If the customer is in possession of an invoice for the repair of the pipe, he may forward the detailed information to me for review.  The requested information should include a breakdown of the costs incurred for the repair, as well as the technician’s diagnosis of what caused the failure.  When I have received and reviewed the requested information, I will advise the customer of HSA’s position.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      Customer and Regulatory Claim Resolution Specialist

I apologize for our hold times, we do our best to accommodate our customers during our peak seasons to reduce them. For appliances not every part needed for a repair is locally and readily available, sometimes they need to be sourced and shipped, or come from the manufacturer directly as their are...

innumerous brands and models of appliances. We do our best to get these as quickly as possible. The customer always has the option of doing a cash in lieu for the value of the repairs towards using their own vendor or replacement of a system instead of an offered repair.

HSA apologizes for the hold times during our peak times.  HSA will as a service gesture refund back the customer their $75.00 deductible.  HSA dis approve the claim for the replacement of the furnace at HSA affiliated rates and at the cost of the equipment that HSA would provide for an...

amount of $802.96.  This is for parts and standard laboer only per the terms and conditons of the contract.  HSA would need a copy of a paid receipt to process agains the claim for reimbursement.  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.The complaint was that HSA only had two companies in the metropolitan area approved to make the repair.  One of which is a pool company that has parts on site and with their repairmen.  The other ([redacted] Plumbing) is NOT a pool repair company so they have to order the parts.  My pool has been down for a week and a half.  May not seem like a big deal but we found out through this nightmare that HSA does not cover secondary claims.  So...if we get too much rain and our pool fills up and the liner is ruined, we are responsible for a new liner.  For example, when the heat goes out this winter and HSA only has one company in the metro area that can fix it...and my pipes burst, the cost to cover any pipes bursting and any damage is on the homeowner.  This is my complaint.  And by the way...the motor they are replacing is only $150.  So if they are willing to offer $622...they are getting ripped off by [redacted] Plumbing.  Unless they are replacing the entire pump.  We were told it only needed a motor. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

HSA apologizes for the customers experience and our mistake for dispatching a vendor for an item that is not coverable.  HSA did reimburse the customer for the $75.00 service call trade fee that was paid the vendor for our error.  HSA is not able to offer coverage on the freezer as the...

customer would have needed to bu additional coverage for the item to have potential coverage for any repairs.  Thank you.

HSA took the contract off of auto renew on 6/29/15 at 7 am.  This contract will not renew.

[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 the response is accurate but the fact that they do not cover all expenses that are required to make sure my AC Unit is in working order after making me wait an extra long time is unsatisfying.  However, they have finally done what the contract requires them to do and I do not believe they will do more than the bare minimum so I am not interested in pursuing this complaint for the final amount of $400. I will no longer use their company instead.  
Regards,
 
[redacted]

HSA is reimbursing the homeowner the $110 that he was charged for electrical modifications an the reimbursement check will be mailed out tomorrow, 10/30/15.

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 apologizes for the customers experience in regards to their heating claim.  HSA is unable to offer any coverage in reference to their heating claim. The service technician reported that there was reduced air flow to upstairs bedroom because of how many bends in the ductwork airflow - not...

able to reach the area.  Technician recommended to add a damper to help assist with the air flow.  HSA contract does not cover to add things that are not already there and failing due to normal wear and tear.
HSA would also like to give a gesture back to the customer of the $75.00 deductible payable 01/27/16.  Thank you  The customer is more than welcome to obtain their own 2nd opinion and have that service provider call ###-###-#### to report their findings to determine coverage under the warranty.

HSA has reimbursed the $149 service call fee from [redacted] and the $69 service fee from [redacted] to the homeowner as agreed upon. HSA has also agreed to assist as a service gesture for the amount of $400.  HSA will need a paid receipt from the heat...

exchanger being replaced under manufacturer warranty or the furnace being replaced.