Home Security of America, Inc.

HSA will cancel the contract and refund the $140 for the last two months payments.  The homeowner will been sent a cancellation letter that needs to be signed and returned in order to process the refund.

For the replacement of your water heater there are costs that the warranty does not cover for, like the requirement of an expansion tank due to the plumbing code within your area or the cost of upgrading the plumbing to accommodate for the water heater since they are made larger than they were when your original one was installed in the home. A request has been put through for you to get a letter with a list of the non-covered amounts you would have been responsible for paying to the plumber. I have also noticed in the notes on this claim that you may just be replacing the water heater on your own, we do offer a cash in lieu for the amount we would have paid our own vendor to complete the work. You will be contacted within about a week with the amount of the offered compensation, since you have opted to have your own plumber do the work. Then after, you will need to submit a paid invoice from your vendor for the replacement and we will reimburse you the offered amount. Just so you have this, the email you will send a copy or picture of your invoice to is [redacted] with your property address in the subject line.

The tech reported in to HSA that the magnetron got damaged by splatter from the filter being removed while the unit was still being used. The tech out may have not explained this to the homeowner in order to avoid conflict at the time of service. The conduct of the technician is at their own...

discretion as they know they are reporting diagnoses to HSA and HSA is responsible for informing the customers of the coverage. I regret to inform you that we would not offer you any compensation for this claim as the system was being used in a manner that was not recommended by the manufacturer.

September 27, 2016
 
[redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 53214
 
RE:          [redacted]
[redacted], Revdex.com Case ID No.[redacted]; HSA Reference No....

[redacted]
 
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.
 
Ms. [redacted]’s HSA Renewal Plan became effective on May 22,
2016 and was set to expire on May 22, 2017. 
A copy of the HSA plan was sent to Ms. [redacted] on March 30, 2016;
and again per request on August 31, 2016. 
Section H of the HSA plan provides that the warranty is renewable, by
mutual consent, at prevailing rates for an additional 12 month period from the
date of the contract expiration. HSA may, at its option, decline to issue any
renewal or cancel any contract, if the contract fees are not paid within 10
days of the due date. Note: if
you have selected a monthly payment plan, your contract will automatically
renew at the expiration of this contract period. (Renewal customers: payment of the first installment on the renewal
year premium constitutes your consent.) 
 
The records indicate that Ms. [redacted] requested to cancel her
HSA plan on September 14, 2016, and that the HSA plan has been cancelled per
request.  In an attempt to amicably
resolve this matter, even though not liable to do so, HSA previously agreed to
reimburse the August payment that was received and Ms. [redacted] can expect
to receive a check in the amount of $39.00 in approximately 21-28 business
days.  Therefore, it appears that this
matter is being resolved and HSA will close its file.  Should Ms. [redacted] require any further
assistance regarding this matter, she may contact the Service Department
directly at ###-###-####
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.

[redacted]
Customer and Regulatory Claim Resolution Specialist

HSA cannot refund in full as we have abided by the state disclosers per the terms and conditions of the contract.  The refund will be pro-rated minus the $40 cancellation fee.  The homeowner signed and returned the cancellation letter and the refund check was processed on 11/5/`14.

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]

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 am unable to reach customer service because I do not have the patience to sit on hold for 30+ minutes for the fifth time.  I have had 2 different contractors and 3 visits, and nothing has been accomplished.  Both contractors diagnosed a problem, however neither was able to fix the problem.  The first visit (Comfort First) said the AC was overcharged and causing a problem, nothing changed.  The second visit (comfort First) he advised me to try different air filters and insulate my attic more (not a solution).  The third visit ([redacted]'s) said the capacitor was bad, and he replaced it.  Both service techs said that I would need a full A/C replacement this year......  None of these repairs fixed the issue I am having.  I have called twice now regarding an update, both times they said I would receive a call back.  Guess what?!?!? I never received a call....I have had 3 of my own HVAC companies now come out to look at the issues.  Every single one said it needed replacement.  I am unwilling to play any more games with HSA regarding second opinions, service fees, etc. The lowest replacement quote I received was $2856 (another was $4900) for my upstairs air-conditioning system, which is an extremely low price. I have pictures, recorded conversations, and third party inspections as proof to HSA contractors mis-diagnosis and faulty repairs.
Regards,
[redacted]

October 21, 2016
 
[redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 53214
 
RE:          [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.
 
HSA dispatched K & K Heating & Plumbing to diagnose and
repair any covered plumbing leaks.  The
service contractor reported to HSA that there was a leak in the basement and
access was necessary to further diagnose any problems.  HSA does not provide coverage for access
according to the provisions of Section F-5 of the HSA plan.  It appears that Mr. [redacted] has requested the
cancellation of his HSA plan and his request has been forwarded to HSA’s
Cancellation Department to be processed in the order received.  Mr. [redacted] will receive correspondence directly
from the Cancellation Department.  In an
attempt to amicably resolve this matter, even though not liable to do so, HSA
will reimburse the trade service call fee that is normally due.  Mr. [redacted] can expect to receive a check from
HSA in the amount of $75.00 in approximately 21-28 business days.  Should Mr. [redacted] require any further assistance
regarding this matter, he may contact HSA directly at ###-###-####.
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
[redacted]
Customer and Regulatory Claim Resolution Specialist

The homeowner had the right to approve or deny the non-covered charges and the homeowner chose to approve the charges to move forward with the claim.  HSA considers this matter closed.

[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 not accurate. In fact HSA never discussed my Revdex.com complaint with me. The resolution they refer to was about a request for payment for a service call from Temprite that was never billed. Temprite indicated a need for the furnace to be replaced and we were told by them the HSA insurance company would pay between $2000-3000 to replace it. Temprite indicated they would get approval From the HSA but did NOT. HSA is now telling us Temprite did not get approval and it was our responsibility. We chose a high efficiency furnace when we were told we needed a new one and  that it cost more than $3000. We we're told by Temprite we needed to pay extra. That payment to Temprite is now being regarded as contracting with Temprite for a non approved replacement. Temprite clearly indicated they could not fix our furnace.Given the lack of honesty demonstrated  by HSA or Temprite or perhaps both I am not sure how this can be resolved.  I am very disappointed but don't know what recourse there is given the dishonesty.Regards,
[redacted]

The customer filed a claim indicating a failure with their furnace. Upon receiving the diagnosis from the service provider, they indicated that the heat exchanger in the furnace had failed along with other component parts.  Per HSA contract if a part that is failing is still under a...

manufacturers warranty, that part supercedes HSA coverage's.  The heat exchanger is still under manufacturer's warranty until 2017. HSA would not reimburse for the cost of the heat exchanger.  The service provider  should have obtained the part through the warranty for no charge.  HSA would have covered for standard labor for the replacement of the heat exchanger but would not need to pay for the parts as they would be free from the manufacturer.  Thank you

HSA apologizes for the customers experience and long hold times during our peek times.  If the water heater has already been replaced, the customer would need to attach a PDF formatted copy of the paid receipt for a Supervisor to review for potential coverages under the contract.  Thank...

you.

December 20, 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.   My previous correspondence accurately stated the information in HSA’s records. As stated previously, a trade call fee is rightfully due from customers for every trade service request.  In order to amicably resolve this matter, although not liable to do so, HSA agrees to waive the trade call fee that was due from the customer to Mousley Plumbing and Mr. [redacted] will not be required to pay the fee.   If the customer is in possession of an invoice for the repair of the plumbing, he may forward the detailed information to me for review by email at [email protected] or by facsimile at ###-###-####.  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.     [redacted]      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 Fax: ###-###-#### Email: [email protected]

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 service provider that I was forced to use by the insurance company said that parts needed to be replaced. This provided did not even provide a review of how to fix the unit. This unit is still not working. in my opinion this seems like fraud.
Regards,
[redacted]

I do not agree with the response from HSA Home Warranty.  I attached section D-2 from the contract that HSA has referenced, the right to a second opinion is clearly under the section that states "If HSA cannot provide a contractor for you".  The original contractor was provided by HSA Home Warranty. Also, it is now 6/9/2017 and still have not received a second visit, nor has one been scheduled.

January 27, 2017   Ms. Stacy [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:     ...

Karen E. [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. [redacted]                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated January 24, 2017, advising of the above referenced complaint.  The letter has been forwarded to me for review and response.   In order to fully and fairly review Ms. [redacted]’s refrigerator claim please forward HSA Ms. [redacted]’s invoice for the replacement of the refrigerator.  Ms. [redacted] may forward a copy of the invoice to my attention at the email address [redacted] or the mailing address [redacted]. Once I receive and review Ms. [redacted]’s invoice for the replacement of the refrigerator I will advise you of HSA’s position regarding the matter.  HSA will await the invoice.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     Marcy [redacted] Customer & Regulatory Claim Resolution Specialist

HSA has approved for the drain line repair at an additional $400 above and beyond the contract language of $500.  HSA is also, on behalf of a supervisor as a serviced gesture,  has agreed to restore the drywall to a rough finish.  The contract is non-cancellable and is valid...

through 7/31/15.

HSA is approving the claim and adjusting the pricing to what the affiliated vendor would have charged for the repair.  HSA is covering for the initial service call visit for $210.60 and $1192.00 for the labor, Freon and equipment and waived deductible as well.  The homeowner upgraded to a 17 SEER efficiency unit and HSA would have gone back with a 13 SEER efficiency unit.  The reimbursement check of $1402.60 will be mailed out on 10/9/15.

[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]