Home Security of America, Inc.

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.

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.

April 20, 2017    [redacted]Revdex.com of Wisconsin10019 W. Greenfield Ave.Milwaukee, WI 53214 RE:       [redacted]; HSA Plan No.[redacted] 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 plumbing issue.  On April 6, 2017, service was requested for a plumbing leak and the request was dispatched to Modern Plumbing of Evansville, Inc. to diagnose the issue.  On April 10, 2017, Modern Plumbing reported to HSA that the technician had not been able to reach [redacted] to schedule an appointment.  HSA’s records do not indicate that HSA approved the customer to have repairs completed by a company of her choice.  Section D-1 of the warranty plan states that the customer must notify HSA prior to repair or replacement.  This notifications includes the requirement that HSA has the opportunity to speak with the service contractor prior to implementation of any repairs.  Failure to do so may result in the denial of reimbursement for expenses incurred by the customer. In order to amicably resolve this matter, although not liable to do so, HSA agrees to review an invoice for the completed plumbing repair.  The requested information should include the technician’s diagnosis of the cause of the failure, as well as a breakdown of costs incurred to complete the repair.  When I have received and reviewed the requested information, I will further advise the customer of HSA’s position.   Thank you for your consideration. Sincerely,  HOME SECURITY OF AMERICA, INC.   [redacted]      Customer and Regulatory Claim Resolution SpecialistP.O. Box 727, Carroll, Iowa 51401Fax: ###-###-####Email: [email protected] us why here...

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?

HSA is reaching out to [redacted] for more information and will contact the homeowner once information is received.

The deductible is due at the time of the service call.  Per the terms and conditions of the contract, on page 4, number 3.  TRADE CALL FEE: you are obligated to pay the $75.00 trade call fee or the actual cost to repair/replace, whichever is less, for each separate trade call. A trade call...

means each visit by an authorized service contractor for a single trade (plumbing, electrical, appliances, heating and air conditioning and pools/spas). If multiple visits required to remedy the same problem, you are only required to pay one trade call fee. If service work performed under this contract should fail, then HSA will make the necessary repairs without an additional trade call fee for a period of 90 days on parts and 30 days on labor. Your payments must be made prior to completion. We will not respond to a new request for service when any previous trade call fee is outstanding. Failure to pay the trade call fee will result in suspension of service until such time as the proper fee is paid. At that time, service coverage will be reinstated, but the service period will not be extended. Additional work performed by the independent service contractor at your request will be at your sole cost and risk.   In the case of a denied claim, you will be responsible for, in addition to the trade call fee, any overtime charges incurred and/or charges incurred to provide access to the failure. HSA will request your approval prior to work involving overtime or accessing charges. Your refusal to approve these potential charges may cause a delay in service or the inability to diagnose the failure and determine coverage availability.  The deductible is due on this claim. 
 
If the homeowner had their own vendor out to the home, she can send in the invoice for review.

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]

[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]

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

[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]

[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]

IF the customer refuses to approve the repairs at this time, HSA can review options with the homeowner as HSA reserves the right to repair or replace.  If the homeowner would like an associate to contact him directly, please have them respond to this and HSA will have someone reach...

out to him.

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.

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.
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]

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.

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]

[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.  The repair was completed, after the undue 38 days without and zero care on the part of the warranty company, even after admittedly making the error in choosing a repair company.  It should be known that their response in fixing my situation was at best, the worst service ever, and no one should ever be recommended to use this company.
Regards,
[redacted]

After a re-review by the purchasing center, HSA offered enough money to replace my dual evaporator refrigerator with a...

dual evaporator refrigerator. The whole ordeal took more than a month, but the outcome is satisfactory.
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]

[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 spoken with the HSA person and I am waiting on them to review the claim and get back to me.
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]