Home Security of America, Inc.

An HSA affiliated service provider reported that the main stack is leaking between the 1st floor and the 2nd floor. Located outside of the home. Crack was caused due to freezing.  HSA contract does not cover failures due to freezing.  It must be a normal wear and tear failure.  If the...

customer has other estimates from licensed plumbers he may have them call into HSA ###-###-#### to report their findings for re-review.  Thank you

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.

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. 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]

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 will am not happy with the response. Still don't have the part and until I see the part or have more information on what is going on.
[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.

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

On Fri, Nov 13, 2015 at 8:24 AM, [redacted] [redacted] wrote:You can mark us on the Revdex.com website that we accepted the terms of the repair request. 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.
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]

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.

HSA records show that on 12/11/14, the seller 's agent called HSA to cancel the contract stating the buyers did not want the contract.  Then on 12/23/14, the agent called back to make a payment as the buyers now wanted the contract.  The contract was backdate to the closing date at...

that time.  As far as the heating claim, when the homeowners called in the claim they were properly advised that there would be pricing adjustments for using their own vendor as the work was already completed.  The reimbursement amount stands.

The homeowner filed the claim online as drain lines and the failure was actually a drain routing failure.  The drain line routing option could not be selected as the homeowner's contract does cover drain line routing failures.  HSA is unable to assist with this claim and the homeowner has...

been advised of this.  The contract is a non-cancellable contract.

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.  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]

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 is reaching out to the vendor to get their diagnosis and will contact the homeowner w=once they receive this information.

A supervisor will be contacting the homeowner shortly.

After further review, HSA acknowledges and apologizes for their error in proper advisement of pricing adjustment when using customer choice vendors.  HSA will refund the homeowner an additional $1254.00, which will meet their boiler aggregate (1500.00) for this contract period.  The check will be mailed out tomorrow, 4/3/15.

The initial claim for the septic system was filed on 4/13/15, when there was not any septic coverage on this property.  The septic coverage was added after this claim was filed on 4/13/15.  Per the contract, on page 5, number 10. SEPTIC SYSTEM - COVERED: “Operational Failures”...

occurring more than thirty (30) days after the inception date of buyer/buyer direct coverage.  Since the coverage was added on 4/13/15, the 30 day waiting period is for the date the coverage was added.  The claim denial stands.   The current failure is the responsibility of the homeowner and after the 30 day waiting period, the septic system would have coverage once the homeowner provides receipt that repairs were done.