Home Security of America, Inc.

After further review of the heating claim, HSA did have an affiliated vendor that was available for services. The customer chose to use a vendor outside the network and HSA does reserve the right to make pricing adjustments for what we would have paid our preferred provider on an approved
claim for standard labor and parts only. The contract does not cover installation modifications or disposal fees. The customers pricing difference is between retail rates VSHSA signed contracted labor rates with affiliated vendors and HSA purcfhasing and supplying the equipment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I should not be penalized for not receiving the warranty I signed up and paid forI should not also be penalized with it being "prorated" since HSA does not have any reasonable means to get in contact with themYes, you can speak with the first agent but they can do nothing for you besides open a claimIf you need further assistance you are stuck on hold at their mercy! I DID contact the vendor to repair the damages they causedThey said it was not their problem and to contact the warranty companyNow I am getting a bill for a deductible that I already paid the first time and nothing was fixedI should also not be penalized because HSA is almost impossible to get a hold ofI contacted HSA by phone to wait on hold for hoursI should be able to speak with someone in a reasonable timely mannerI reached out to a contact that gave us his personal line that he never answered and had no voice mail set up forI tried contacting the company through their contact me message on their website that would give an error message and not send itI contacted through facebook and they said someone would contact me and no one ever didI did my due diligenceHSA DID NOT! I HAVE NOT even requested for my $deductible backNothing was provided to us on this contract beside further damage (that I have not sought out with HSA but with the vendor that denies any responsibility)The vendor that HSA provided to us! I want my full contract payment backI should not be penalized because HSA did not provide what they said they would provide.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

HSA is approving for the homeowner to call *** *** at ###-###-#### for a second opinion. Please have the technician call into HSA, while they are at the home, to give their diagnosis and for HSA to pay the technician

As previously stated, HSA considers this matter closed

April 27, 2017 *** ***Revdex.com of WisconsinWGreenfield Ave.Milwaukee, WI 53214 RE: *** ***, Revdex.com Case ID No***; HSA Reference No192282242 Dear *** ***: 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. After further review, and in an attempt to amicably resolve this matter, HSA is willing to reimburse Ms*** a total amount of $4,500.00, upon receipt of a paid invoice, for the replacement of her condensing unit and air handler unit. Ms*** may forward a copy of a paid invoice to my attention at HSA, P.OBox 727, Carroll, IA 51401; or via fax at ###-###-####; or via email at [email protected], for reimbursement purposes. Thank you for your consideration. Sincerely,HOME SECURITY OF AMERICA, INC. *** ***Customer and Regulatory Claim Resolution Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of
the offer I reviewed appear below
According to the response from the company they were going to contact me to have the issue resolved at no cost to meSomeone named ** contacted me and left me a voicemail, I have called ** back twice now and he has not responded
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have been contacted by the HSA company in regards of the payment that they are offering, but this is still not enough to cover the quoteI am awaiting an additional quote from my heating and A/C company to see if the price can be brought down anySo far its sitting at around $3,to get it resolvedIf the quote can be brought down to the offer of HSA then it can be accepted, but only if it can be brought downOther then that HSA has sent out the checks and they will not be cashed until the issue is resolved.
Regards,
*** ***

Per the terms and conditions of the customers contract his is a T&O contract no coverage on units over years old without upgrade plan purchased. HSA is unable to offer coverage. The customers contract has also been cancelled as well per their request. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,
and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
On February 22, I filed a claim for my water heater with HSAOn March 2, after days of constant phone attempts, I finally got through to HSA to authorize replacement of my water heaterI was told to email a supervisor, David Damgaard, my paid invoice directly and he would process it for immediate paymentI asked he acknowledge receipt of the email which he did notI emailed him the receipt again on March I called again on March and spoke with Neshia BridgesShe informed me to email it to her directly and she was process it for paymentI called again on March 22, spoke with Mark who advised no one on their office is allowed to process payments and to email it to a general emailI also spoke with supervisor, Ben Randall, that day who stated he would call back by the end of business that day regarding my payment status and HR never didI called yet again on April regarding my reimbursement of my water heater and was asked to email it again, a fifth time to CliffIt's been over days since my claim has been filedReimbursement has been authorized but HSA has not issued payment and won't provide any information about the delay or when it will be issued
Regards,
Tiffany ***

November 10, 2016 *** ***Revdex.com of WisconsinWGreenfield Ave.Milwaukee, WI 53214 RE: *** ***, Revdex.com Case ID No.***; HSA Reference No184332322 Dear *** ***: 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 HSA will continue to repair any covered item until the covered item is no longer repairable and needs to be replaced. HSA does base its coverage decisions upon the detailed information reported by the independent service contractors. In August of 2016, HSA authorized Redeemed Heating & Cooling to replace a faulty compressor on the heat pump system. Section D-of the HSA plan provides that 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 days on parts and days on labor. Section F-provides that HSA is not responsible or liable for any secondary damage, consequential damage or any damage caused by or resulting from the failure or malfunction of covered or non-covered. HSA does apologize for Mr***’s frustration regarding this matter. Thank you for your consideration. Sincerely,HOME SECURITY OF AMERICA, INC. *** ***Customer and Regulatory Claim Resolution Specialist

As previously stated, HSA apologizes for the customers experience. HSA would not be able to refund premium that has been paid against the contractThank you

As previously stated, once a customer takes a cash out and upgrades the equipment HSA is obligated to pay the vendor the balance due of their labor to dateThis amount is $as the customer has already paid their deductible of $ 75.00. HSA would like to refund the customer his $deductible as a service gesture and that will be payable on 1/19/15. Thank you

HSA apologizes for the customers experience. HSA will refund the customer back their $service call trade fee. 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

HSA cancelled the contract on and set a cancellation letter on 8/13/15 to the homeowner to be signed and returned. Once HSA receives the signed cancellation letter, the refund will be processed

April 18, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***; HSA Plan No.***-***-*** Revdex.com Complaint Case No*** Dear Ms***: 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 electrical issue. On March 21, 2017, service was requested for an electrical issue and the request was dispatched to Pritchard Electric to diagnose the issue. On April 5, 2017, Mrs*** notified HSA that she had not been able to contact Pritchard Electric and HSA transferred the service request to TWC Enterprises to diagnose the issue. TWC Enterprises notified HSA that the company was not available to schedule an appointment to diagnose the issue. As HSA has not been able to locate a company to diagnose the electrical issue, HSA offers Mrs*** two options. First, we offer the customer the opportunity to have her own licensed and insured appliance company diagnose the problem with the range. The technician may contact HSA at ###-###-####, with a detailed diagnosis of the problem and an estimate of the cost to repair the issue. The company should obtain authorization from HSA prior to completing the repair. If Mrs*** has had the electrical repairs completed by a company of her choosing, the customer may forward the detailed information to me for review. The requested information should include a breakdown of the costs incurred for the repair, as well as the technician’s diagnosis of what caused the failure. When I have received and reviewed the requested information, I will advise the customer of HSA’s position. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: ###-###-#### Email: [email protected]

October
17,
Ms***
***
Revdex.com of Wisconsin
WGreenfield Ave
Milwaukee,
WI
RE: *** ***; Revdex.com Complaint ID No
***; HSA Reference No
Dear
Ms***:
Home
Security of America, Inc(“HSA”) is in receipt of your letter dated October 7,
2016, advising of the above referenced complaint. The letter has been forwarded to me for
review and response
I have
reviewed HSA’s records regarding Ms***’s dishwasher and refrigerator claim. On March 3, 2016, Ms*** placed the service
request and HSA dispatched Sears to diagnose the problems with the dishwasher and
refrigerator. HSA’s records indicate
that the repairs were completed
On July
12, 2016, Ms*** advised HSA that she was still having problems with the
dishwasher and refrigeratorShe was advised the previous service request was
outside of the service recall timeframe.
Section D-of Ms***’s HSA plan provides that 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 days on parts
and days on labor
On July
12, 2016, a new service request was dispatched to Cat Services to diagnose the
problems with the dishwasher and refrigerator.
HSA’s records indicate that the technician with Cat Services replaced
the pump motor assembly for the dishwasher and no other failures for the dishwasher
or refrigerator were reported to HSA.
In
order to verify the diagnosis on the dishwasher and refrigerator on September
29, 2016, HSA dispatched Appliance Techno to run a second opinion service request
on the appliances. Ms*** declined
to allow Appliance Techno to complete the second opinion service request
To
resolve the matter HSA transferred the second opinion service request to
Sears. It appears that Sears missed the
scheduled service appointment. HSA
confirmed that the second opinion service request with Sears was rescheduled
for October 20, 2016. Once the second
opinion service request has been completed the diagnosis has been reported to
HSA, HSA will advise Ms*** of our position regarding the dishwasher and
refrigerator
Thank
you for your consideration
Sincerely,
HOME
SECURITIES OF AMERICA, INC
***
***
Customer
& Regulatory Claim Resolution Specialist

Revdex.com:
I have reviewed the response
made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
They have done nothing to resolve my complaint. They responded that relighting a pilot light is not covered and that the warranty is non-cancelable. Neither of which were my complaint. My complaint was that I did not ask HSA to send someone to my house to relight the pilot, I asked them to resolve the issue causing the pilot light to go out. They relit the pilot light, without looking at the furnace, left in minutes, and then charged me dollars. They did not do the diagnostics I asked them to do, which means that the issues with the furnace were not resolved and we were then without heat for a week when it was under degrees outside.
Regards,
*** ***

HSA apologizes for the delay and any inconvenience to the homeowner. The part is specific to the unit and has to be name brand and ordered through the manufacturer. HSA called the vendor and the part was delivered at 11:am on 11/7/with the repairs being completed later that
afternoon

The homeowner cancelled the contract on 8/10/and was refunded the $payment on 8/11/15. There would normally be a potential recall for a claim up to days for labor and days for parts. However, since the homeowner cancelled the contract, there is no coverage