Home Security of America, Inc.

HSA apologizes for the customers experience and will service gesture the refund of the $75.00 service call trade fee.  This will be payable on March 10, 2016. Thank you.

We would only contact the main contract holder regarding any denial info via telephone. The reason the incorrect installation is not covered is because the water was not directed away from the area as it should have been, with the flashing incorrectly placed it would cause the water to pool in particular areas and make more severe wear or damage to the area versus other parts of the roof which may be in good condition as water is not pooling there. The homeowner is responsible for the additional service fee only if the diagnosis is the same as the first vendor out. If the diagnosis is different then HSA would cover for the cost of it. I contacted the vendor assigned for the second opinion for the diagnosis and was made aware they tried to reach you but you had not contacted them back to arrange an appointment. If you need their info the company is EAS Roofing and this is their Ph# ###-###-####. The service fee would not be waived up front as we've already processed a refund of another service fee for you, which you should receive a check within the next two weeks as these take 21-30 business days to process and send out.

The claim was denied due to the failure being from an electrical surge. HSA received the vendor's invoice that shows the failure occurred after an electrical storm.  Per the HSA contract on page 7, under Limitations of Liability: 2. Abuse, misuse, fire, lightning, freezing, ice,...

storms, smoke, water damage, acts of God, accident, earthquake, soil movement, mud, chemical or sediment build-up, fungus, rot, mold, power failure, power shortage or power outage, insect or rodent damage, pet damage, insurable peril. The claim denial stands and the contract is non-cancellable in the state of [redacted].  The homeowner can choose not to renew at renewal time.

December 13, 2016         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] W. [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 stoppage issue.  On November 25, 2016, service was requested for a plumbing stoppage and the request was dispatched to Alfred A. Mousley Plumbing, L.L.C. to diagnose the issue.  On November 29, 2016, Mousley Plumbing reported to HSA that the kitchen faucet had low water pressure and would need to be replaced.  Section E-2 of the warranty plan states that faucets are not covered.  Therefore, replacement of the faucet was denied.    A service call fee is rightfully due from customers for every service request, in accordance with Section D-3 of the warranty plan.  Therefore, a service call fee in the amount of $100 was rightfully due from Mr. [redacted] to Mousley Plumbing.  Mousley Plumbing has reported to HSA that the service call fee has not been paid to their company.    In order to amicably resolve this matter, HSA has dispatched a service request to Coastal Mechanical to further diagnose the plumbing issue.  A service call fee will not be due from Mr. [redacted] for this service request.  The customer may contact HSA to discuss payment of the service call fee that is rightfully due for the service request that was dispatched to Mousley Plumbing.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.     [redacted]      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 Fax: ###-###-#### Email: [redacted]

I have reviewed HSA's records regarding Ms.
[redacted]'s heating claim. After normal business hours on March 15,
2017, Ms. [redacted] placed the service request and HSA dispatched Salego
Heating and Air Conditioning Inc. to diagnose the problem with the heating
system. On March 16,...

2017, Salego Heating and Air Conditioning Inc. ran the
service appointment and ordered the part to complete the repair of the heating
system. Section F-9 of Ms. [redacted]'s HSA plan provides that HSA is not
responsible or liable for conditioning beyond our control including delay in
obtaining parts. Therefore, HSA is not responsible or liable for any delay in
service.HSA does apologize for Ms.
[redacted]'s frustration; however, HSA will not waive or refund the trade
service call fee for the heating claim.Thank you for your consideration.

The deductible applies for the service call trade fee when a service technician comes out to the home.  The first claim was filed on 10/5/2015 and the $100.00 does apply to that visit.  The 2nd claim was filed on 01/28/16 and this falls out side of the 30 day potential recall process and a...

new $100.00 deductible applies to that service call visit as well. 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. When your employees can't even speak to what's in a contract, then you have failed. I will continue to warn others.
Regards,
[redacted]

I apologize for your difficulties you've experienced. We did changeover our software systems in March and a good portion of the contract numbers were affected as well, here is your new contract #186165222, this should help immensely with the online issues you were having. Again I apologize...

for any difficulties you were caused because of this.

This claim was approved and the homeowner is taking the cash out option.  HSA needs a paid receipt to reimburse homeowner the approved amount.

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 really do not understand how HSA is still in business with the way the customer service operates. I understand they were told by the company who gave the estimate the cause of the roof leaking was wind damage to the shingles. My whole if they read the letter and fax I sent them in April they would have seen where I was asking for a second opinion. I do not believe the entire cause of the roof leaking is from weather. Had myself and another person (who also is/ was in the roofing business) not gone up on the roof and looked I may have believed them. They gave them a quote for the entire roof, not just to repair the part was leaking. I am not and have never said the entire roof needed replaced based off what the estimate was. The statement I was given simply gave the price of the estimate and said "wind damage". That's it. No break down of supplies or anything. Since HSA does not cover weather damage they thought "great, we don't have to do anything further". I also included in my letter to them that the main area leaking is on the side of the house which is not affected by the high winds. If they would have read anything in the letter or in my complaint I was simply asking for a second opinion on the cause for the area which is leaking. That's it. I do not expect them to replace an entire roof if only a small portion is damaged unless it falls under the contract. I am also saying you were told the entire roof needed replaced because the company knew it was a warranty job and figured you would just pay. I have attached photos I took which clearly shows roofing nails on top of the shingels in some type of attemot to repair it. I also have loose shingles which appeared to have been nailed above the "tar"line. Again I am not an expert but I would assume the weather cannot put nails into a roof.I have attached a couple photos which shows the nails in the shingles. Just to make myself clear to HSA again, all I am asking for is a second opinion from a different company. And it would be nice for HSA to have people who can actually answer the phone so I don't have to wait an hour. Maybe we could have resolved this 9 months ago.
Regards,
[redacted]

The warranty was cancelled due to the threat on the life of an employee or HSA affiliated employee. All phone calls with HSA take place on recorded lines.

The homeowner previously that he did not want the tankless water heater and a downgraded unit instead, which was a 50 gallon natural gas power vent lowboy.  HSA has already ordered the unit on 6/4/15.  If the homeowner wishes to go back to a tankless water heater, HSA would need to...

contact the vendor for a revised job quote.  An associate will be contacting the homeowner to discuss.

HSA apologizes for the long hold times in our peak time.  The contract is cancellable but at a prorated rate.  If the customer wishes to cancel they would need to call ###-###-#### for further information.  Thank you

HSA does offer inspection services to homeowners.  The inspection is done by a completely different company and is not affiliated with HSA.  If the homeowner has an issue with the inspection, then they would need to speak to them directly.

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.After further discussions with various contractors, an acceptable resolution of this complaint would be for HSA to renew our current home warranty at their expense.  This will ensure that as we work through the current problems, they are agreeing to be a continued partner should other failures result due to the previous aforementioned A/C vendor-contractor mentioned in my original complaint.  If HSA will extend our current home warranty at their expense for 1 year, we would take such an offer into consideration as a possible a agreeable resolution.
[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.HSA may consider the matter closed.  I consider HSA shysters.  They do NOT provide the services they contract to provide.  They do NOT keep commitments they make.  Buyer Beware.  DO NOT do business with these folks.  Set money aside and take care of home repairs yourself.  These folks cannot be trusted - their word is not worth the paper it's written on!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

A supervisor will be contacting the homeowner shortly.

The claim was approved for the replacement of the shower valve for the customer for parts and standard labor.  The HSA contract does not cover for any modifications, accessing thru tile and or removal of any obstructions to obtain any diagnosis or complete repairs.
The customer at this time...

has taken the cash out option of $ 95.00 which is the amount of the coverable repairs.  HSA will reimburse this amount once we receive a copy of the custoemrs paid receipt for services rendered,  Thank you.

HSA has reviewed the invoice and the cause of failure is not due to normal wear and tear.  The vendor states that the wiring was damaged by the use of an oversiszed light bulb and/or water from the attic HVAC unit leaking into the light fixture.   The contract clearly states that failures not due to normal wear and tear are not covered. The claim is denied.

I apologize we do experience a higher volume of calls in the Summer and we try our best to staff accordingly. The roofing company was contacted and the diagnosis retrieved from them. You were approved for the aggregate or total amount we pay out per your contract towards a "roof leak". You may use...

the company we sent out or your own company to complete the work. If you use your own company you will need to submit in a paid invoice for reimbursement. If the deductible was not paid to the vendor out this will be subtracted from your reimbursement as well. Please send a copy or picture of the invoice to [redacted] with your property address in the subject line of the email. This information was also provided to you in a voicemail at your contact number provided.