Home Security of America, Inc.

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.

HSA apologizes for the long hold times in our peak time.  The claim has now been approved for repairs and an HSA representative will be contacting the customer to discuss reimbursement procedures.  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.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]

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.

[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]. I am awaiting a copy of receipt for payment as faxing and will then forward the information via fax/email as just returned from visiting family for holidays today.
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.]
Better...

Business Bureau:
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 business called me directly after (and only after) I filed this complaint. 
Regards,
 
[redacted]

HSA apologizes for the customers experience on their claim.  A supervisor is currently working on final resolution on approval of the claim.  Thank you.

HSA confirmed with the distributor as of 9/14/15, the unit was shipped to the vendor.  Once the vendor receives the unit, they will call the homeowner to schedule the repair.

The homeowner has the base plan and due to the age of the furnace in the home, the vendor quoted several items needed to be modified and code upgrades to bring the furnace up to today's standards.  Even if the homeowner would have had the 7 star upgrade, there are some items with set...

maximum aggregate amounts.

Per the terms and conditions of the contract, it clearly states that authorization must be given prior to repairs and or replacement being made.  HSA is not able offer any coverage on the claim.  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.
We made a request for a repair online.  After 24 hours, we did not receive a response from the repair contractor.  We directly called the contractor and they notified us that they were behind and that they wouldn't be able to evaluate the repair in the near future.  We called HSA and the person we spoke with told us that our contract allowed for "up to 24-business hours" for the repair contractor to contact us.  We requested where in our contract such a statement existed.  She could not tell us.  She then tried to go to other repair contractors in their list, the earliest of which would have been a repair that would have exceeded the 48-hour response time suggested by HSA.We believe they functioned out of contract and provided misleading and fraudulent information.  
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 belowThe home warranty company is semi responsible for matching dimensions.  I could see my being responsible for the modifications for the new oven if the area was able to be modified.  The length and width are able to be modified and I was ok with that, but the depth could not be modified and the oven they wanted to send was 2" too deep and it would have stuck out into the kitchen making the narrow walking space between the oven and counter difficult to pass through.  I do NOT consider this matter closed and will leave my complaint until the home warranty company sees fit to pay the difference as I asked.  
Regards,
[redacted]

HSA is contacting the service provider to get the needed information to find out what the failure with the unit was and what is coverable under the terms and conditions of the contract.  The homeowner will be contacted after they receive that information.

The homeowner spoke with an associate on 8/11/15 and is verifying with the vendor to make sure he repairs were completed.  The homeowner will be contacted again.

May 17, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 202453242   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.   Please be advised that in an attempt to amicably resolve this matter, HSA has dispatched a different company, Hotboys to diagnose the air conditioning system.  The service contractor will contact Ms. [redacted] directly to schedule an appointment.  Ms. [redacted] may also contact Hotboys directly at ###-###-#### to schedule an appointment.  Due to the delay, even though not liable to do so, HSA is willing to reimburse Ms. [redacted] up to $125.00, upon receipt of a paid invoice, for the purchase of a portable cooling device.  Ms. [redacted] may forward a copy of her invoice to my attention at HSA, P.O. Box 727, Carroll, IA 51401; or via fax at ###-###-####; or via email at [email protected], for reimbursement purposes.  HSA does apologize for Ms. [redacted]’ frustration regarding this matter.   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]

HSA has spoken with the customer and advised them to have their technician to call HSA with their findings.  HSA will review the claim at that time.

HSA is refunding the homeowner the $100 deductible as a customer service gesture and the check will be mailed out on Monday.

After review of the claim and if the customer wishes to have the repairs completed they would need to give authorization and agree to pay the service provider for the items not covered per the contract.  The customer may at any time speak to the service provider for clarification.
Thank...

you

[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]