Home Security of America, Inc.

HSA apologizes for the customers experience in their claims.   HSA has set up a new work order for the refrigerator and the dishwasher and waiving the service call fee for a second opinion vendor to diagnose the units.  [redacted]  ###-###-#### will be contacting the...

customer to schedule an appointment.  Thank you

HSA apologizes for the customers claims experience. The 100.00 is due to the service provider at the time of the service call and is not refundable. Thank you

HSA apologizes for the delay in the claim.  HSA spoke to the service provider and the estimated time of arrival of the equipment is Monday.  The service provider advised HSA that an appointment for the install has been set up with the homeowner.

[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,
Crysta [redacted]

The claim was filed online and HSA cannot determine coverage until the licensed technician reports the diagnosis of the failure to HSA.  The contract supports the technicians time out to the home and the $75 deductible stands.

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]
 
 This is bogus. We went through a due diligence period when buying the home. A home inspector checked the plumbing. If these issues already existed I would have asked that thy be fixed prior to my purchase. Even if the issues were pre existing they were not my fault. I was duped as a consumer into thinking I had a viable home warranty. Instead, I called with an issue and they sent a seedy, dishonest plumber that tried to prove gouge me. He quoted me $325 for the job before even getting a decision from HSA. He thought I would be dumb enough to just say"you are already here, go ahead and do the work". I had a reputable plumber come the same afternoon and do the work for $200. They need to review who they are working with.

Per the HS contract, on page 4, number 4: Kitchen Appliances: NOT COVERED: ????ice maker/crusher and beverage dispensers; drain, condensate line? clearing, any failures to the door other than appliance controls located within the door; clocks, knobs, handles, dials, springs, hinges, tubs, liners,...

baskets, shelves, drains, glass breakage, probes, rotisseries, racks, rollers, light bulbs, lock/key assemblies, buckets, televisions, computer screens or computers that are part of an appliance but do not affect the primary function of the appliance; stand-alone freezer, walk-in freezers.  The contract clearly states that the beverage dispenser is not a covered component.  The 7 star upgrade covers the beverage dispenser.  When the claim was originally filed on 7/8/15, the contract did not have the 7 star upgrade and cannot be added until renewal.  The homeowner added the 7 star upgrade to his renewal, which was to begin on 8/6/15, on 7/13/15.  The homeowner filed the claim again on 7/16/15, which was denied again as the contract did not have the 7 star upgrade until 8/6/15.  However, since the failure occurred prior to the contract having the 7 star upgrade added, it still would not have been covered under the renewal either as it was pre-existing.  The denial of the claim stands.????????????????????????????????????????????????

HSA is having an associate contact the vendor for the needed information for the claim and will reach out to the homeowner to advise of status.

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 clearly stated in my complaint that I do not know where the leak is coming from as my parents live there. I only enquired about the possibility of using my own vendor. When they generated the work order, I waited for almost 48 hours for the vendor to respond and he did not...as the business day was ending and the leak became more as informed to me by my parents, I made multiple attempts to call them and I was holding for more than 45 minutes each time. This company is not at all interested to work with customers. How can a customer assess a leak unless a professional take a look at it??? LEAKS ARE covered under my contract, NOW THAT THE OTHER VENDOR HAS FIXED IT, HSA CLAIMS FAUCETS ARE NOT COVERED...BUT LEAKS ARE COVERED AND IT HAS TO BE ADDRESSED...I FEEL THAT THEY ARE NOT WORKING WITH ANY ETHICS AND I FEEL THAT THEY SHOULD COVER MY EXPENSES[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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. We NEVER received any monies from HSA for our garage door opener! That is a lie! They told us to call Belle Vernon door and we did! The phone was answered by the company that bought out Belle Vernon Door. This was Trinity. The fact that the company had been bought out was not our problem! We had a plumbing EMERGENCY and had to call a company on our own at 10:00 at night on a weekend. We did file a claim and the receipt was faxed to HSA as instructed. We were contacted and told that the claim would not be covered because we elected to have outside lines cleaned while Roto rooter was here. I am insulted by this response and at this point don't expect any resolution of this matter. I will spread the word about my experience. Thank you Revdex.com for trying.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.  The home warranty covers routing of drain lines as well of replacement of the toilet bowl, tank and wax seal.  The claim that this is from misuse or abuse is absurd as this happened shortly after we moved into the residence. HSA has not and cannot tell me what is causing the blockage and their claim of misuse or abuse cannot be substantiated as there is no evidence to support this assumption.   this is a covered claim in which HSA does not want to honor.  This is clearly an effort by HSA to get out of a covered warranty item in an effort to save money.    Regards,
[redacted]

HSA apologizes for the customers experience.  HSA will as a service gesture dispatch Redeemed Heating to handle a service call after normal business hours and or a Saturday to obtain a diagnosis for the furnace claim to determine coverage under the HSA warranty.
Thank you.

Revdex.com:
I was not given a cash out option, I was not given any other option other than to use their contractor or to be left stranded after paying into this warranty after the past two years.  This is NOT right.
Regards,
[redacted]

January 4, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted] W. [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No.[redacted])   Dear [redacted]...

[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.   It has been reported to, and verified by HSA that the AO Smith water heater is classified as a commercial grade unit.  Section F-17 of the HSA plan specifically states that HSA is not responsible for repair or replacement of systems or appliances classified by the manufacturer as commercial.  Therefore, the claim has been denied.  However, in an attempt to amicably resolve this matter, even though not liable to do so, HSA is willing to reimburse up to $833.29 for the replacement of the water heater which was previously offered in error.  Upon my receipt of a paid invoice documenting the replacement of the water heater, a check in the amount of $833.29 will be forwarded to [redacted] who is listed as the owner of the HSA plan.  A copy of the paid invoice may be forwarded to my attention via fax at ###-###-####, or via email at [email protected], for reimbursement purposes.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

HSA has received the invoice and has attempted to reach the service provider for the information needed and is awaiting to hear back from the service manager.  After review of the invoice, the homeowner replaced the unit with an 18 SEER unit and on an approved claim for replacement, HSA would have replaced with a 13 SEER unit.  HSA would approved for the replacement of the parts not the system replacement.

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] I have tried to cancel for over a year.   When does this "year" end?

I apologize for the delay in response, as we respond to any complaints in the order they are received. Another vendor was dispatched with a waived deductible due to the initial appointment difficulties, the company is JG Services and their contact number is ###-###-####. If you have had work already...

completed, unfortunately we would not be able to reimburse you as you must use an HSA selected service contractor and any work must be pre-approved before it is completed. These guidelines are listed within your warranty in section D. Customer Service.

HSA will call the vendor that the homeowner had come out to the home for further information that is needed and will contact the homeowner once they speak with them.

June 9, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 210623362   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 has authorized Tidewater Sales Solutions to replace a faulty three (3) ton evaporator coil with a new three (3) ton evaporator coil.  Section D-2 of the HSA plan states that replacement shall be with systems comparable in features, capacity, and efficiency; HSA is not responsible for matching dimensions color or brand.  The service contractor reported to HSA that there would be additional charges for ductwork modifications, lineset modifications, and a secondary drain pan.  Section F-4 provides that HSA does not provide coverage for modification charges or costs for metal fabrication, plenum work, or electrical changes necessary to install new equipment.  Therefore, Mr. and Mrs. [redacted] were responsible for any non-covered modification charges.   In the alternative, HSA has offered Mr. and Mrs. [redacted] the option of a cash reimbursement in the amount of $670.00 lieu of the evaporator coil replacement based on HSA’s costs.  Section D-2 provides that HSA reserves the right to offer cash in lieu of repair or replacement based on what HSA can expect to pay to repair the failure (parts and labor); this amount may be less than retail or less than your actual cost. Once a failure has been diagnosed, subsequent failures to the same system will be exempt from coverage unless and until proof of repair is submitted to HSA. Proof shall include, but is not limited to, receipts verifying repair and/or replacement.    HSA’s position does remain unchanged.  Based on the terms of the HSA plan, Mr. and Mrs. [redacted] can allow Tidewater Sales Solutions to replace the evaporator coil and be responsible for the non-covered modification charges; or they can hire a company of their choosing and be reimbursed in the amount of $670.00.  Mr. and Mrs. [redacted] may contact HSA’s Service Department directly at 1-800-776-4663 to advise of which option is decided upon so that this matter can be resolved according to the provisions of the HSA plan.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

[redacted] how are you I'm sorry to bother you however I received the check from HSA via fed ex and I contacted my bank they will not honor it because it is suppose to be issued to payable to me instead of [redacted] real estate company.  I took my own money to purchase this stove because they hsa could not repair instead told me to purchase another stove and I would be reimbursed.  [redacted] has no part in this yet are real estate company and I think they did this on purpose to inconvenience me because I went to the Revdex.com.  I still have this check and had to jump through hoops because it was a check with no other documentation as to where it came from.  I just want them to reissue me a check with payable to [redacted] and don't understand why it's that difficult. Thank you. [redacted]