Home Security of America, Inc.

HSA apologizes for the delay in the claim process. A Supervisor will assign someone to contact the vendor to obtain the diagnosis on the claim.

Since you were a customer with HSA, we have updated software systems and that information is no longer available. I can inform you though that equipment purchased for customer's replacements is purchased from the manufacturer directly and then is either picked up by our technician at a local supply for the equipment or shipped to the technician's shop directly through the manufacturer. As the homeowner was informed previously they could verify with the manufacturer for any manufacturer warranty by the make, model, and serial number. If it is no longer under the manufacturer's warranty then the homeowner would be responsible for the repairs. What the homeowner is requesting is simply not available through HSA. There's a chance that the manufacturer may have record of the purchase order if the homeowner were to contact them.

HSA apologizes for the delay and has dispatched the vendor.  Please call [redacted] to schedule the service call.  Once HSA receives the diagnosis, the claim will be reviewed.

HSA is willing to reimburse for parts, labor and refunding of the deductible, since the dishwasher was repairable.  The amount HSA will reimburse is $221.66. and the check will be mailed out on 9/2/14.

Revdex.com:
THANK YOU SO MUCH FOR YOUR HELP!  THIS MEANS A LOT TO US :)
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]

After further review, HSA is willing to work with the customer and reimburse $501.76, due the OEM part that was needed and it only being available from a local Carrier distributorship (which are normally open during business hours).  As the homeowner's technician was able to open the shop...

after hours to gain access to the OEM part, HSA is willing to cover that fee as part of the $501.76.

The HSA contract is non-cancellable in the state of [redacted] as there are no state provisions that override Section H in the HSA contract.  Section H advises that contract is non-cancellable.

[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 only if they make arrangements to replace the water heater, such as issue a PO for the water heater and send it to their approved plumbing supplier.  I responded to their proposal on the 15th of July directly, but have had no response from them.  Please keep this open  till the matter is completely closed.Thanks for your assistance,  
Regards,
 
[redacted]

November 17, 2016         Stacy [redacted] Revdex.com of Wisconsin [redacted]
[redacted]   RE:       Tom & Mechelle [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.  I have reviewed the receipt provided to HSA by Mr. and Mrs. [redacted] for the purchase of a replacement refrigerator in the amount of $1,288.10.  In order to amicably resolve this matter, although not liable to do so, HSA agrees to reimburse you in the amount of $1,288.10 for the replacement of the refrigerator.  You will receive this reimbursement by check in approximately ten to fifteen days.  Therefore, this matter has been resolved.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       Kimberly [redacted]     
[redacted] Fax: [redacted] Email: [redacted]   Cc:       Thomas [redacted] via email

March 1, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:      [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 199227712                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated February 23, 2017, regarding the above referenced complaint.    Please be advised that Mr. [redacted]’s HSA is set up to receive the premium plan fees from Mr. [redacted] on the 19th of each month.  HSA collected the monthly premium plan fees from Mr. [redacted]’s payment source on August 19, 2016, December 19, 2016, January 19, 2017 and February 19, 2017.  Due to the premium discount no premium plan fees were collected by HSA from Mr. [redacted]’s payment source for the September, October, and November premium plan fees.   I have forwarded Mr. [redacted]’s request to cancel the HSA plan to HSA’s Customer Retention Department. The HSA plan will be cancelled and HSA will not attempt to collect any further premium plan fees from Mr. [redacted] with respect to the cancelled HSA plan.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

HSA will have an associate reach out to the homeowner's vendor to get the diagnosis and will contract the homeowner for status.

April 25, 2017 [redacted]Revdex.com of Wisconsin10019 W. Greenfield Ave.Milwaukee, WI 53214 RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 186101472 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. HSA authorized the replacement of Mr. [redacted]’s microwave as it was reported that the unit was no longer repairable.  Unfortunately, it appears that HSA was unable to locate a service contractor to install the new microwave and Mr. [redacted] was offered a cash reimbursement in the amount of $125.00, upon receipt of a paid invoice from a licensed service contractor, for the microwave installation.  Section D-2 of the HSA plan provides that HSA reserves the right to offer cash in lieu of repair or replacement based on what HSA can expect to pay to repair the failure (parts and labor); this amount may be less than retail or less than your actual cost.  AHS position does remain unchanged.  In a final attempt to amicably resolve this matter, even though not liable to do so, HSA will reimburse Mr. [redacted] 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.   Thank you for your consideration. Sincerely,HOME SECURITY OF AMERICA, INC. [redacted]Customer and Regulatory Claim Resolution Specialist

After further review, the claim was denied as a preexisting condition.  The contract only covers for failures when the contract has been in force.  Our Marketing division offered to cover for the repairs as a service gesture to assist the customer.  Thank you

We apologize for any inconvenience the repair process has caused you. The warranty does state "Repair or repl[redacted]ment shall be performed within forty-eight (48) hours, under normal circumstances, of an approved claim by a service contractor chosen by HSA"; unfortunately for most appliance repairs, parts have to be ordered and that is not normal circumstances. Appliances do not have generic parts they are unique to the unit itself from the manufacturer. We do our best to make sure these get repaired as expediently as possible but sometimes cannot control extenuating circumstances. For your refrigerator it is only a 3-4 year old unit, which means we would repair it until the cost of repairs is equal to what we would pay to repl[redacted] it, or unless the system is in poor condition due to age and not repairable. The purpose of the home warranty is for covering the cost of repairs needed within the home due to normal wear and tear for the plumbing, electrical, HVAC, and appliances listed. We have the sole right to determine if a system's failures necessitate repl[redacted]ment as stated in the warranty. If you have had different expectations of what the warranty covered for, I am sorry for that. Going forward, you know if there's a situation where you are inconvenienced in such a manner, we may supply a pre-fixed compensation towards you purchasing a temporary unit as long as you furnish proof in the form of a receipt.

HSA did email the homeowner with the information they requested on 8/12/15 and followed the contract.  Per the terms and conditions of the contract as stated on page 3, number 2. Customer Service: Unless specifically identified elsewhere in this contract, replacement shall be...

with systems comparable in features, capacity and efficiency; HSA is not responsible for matching dimensions, color or brand. The use of non original manufacturer “Component Parts”, including rebuilt or refurbished parts, is permitted in making repairs under this contract. We will use original manufacturer “Component Parts” when non-original manufacturer “Component Parts” are unavailable. HSA reserves the right to obtain additional opinions at our expense. HSA reserves the right to offer cash in lieu of repair or replacement based on what HSA can expect to pay to repair the failure (parts and labor); this amount may be less than retail or less than your actual cost.  The homeowner took the cash out option and has already paid out to the homeowner on 8/17/15.
[redacted]

September 26, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No. 39 0001393475; 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 customer’s complaint.  Mr. [redacted]’s warranty plan was effective from April 17, 2015, to April 17, 2016.  Prior to the buyer’s warranty plan becoming effective, Ms. [redacted] had warranty plan coverage while the home was on the market from March 16, 2015, until April 16, 2015.  On March 25, 2015, service was requested for the range hood exhaust fan and HSA allowed the customer to have a company of her choosing diagnose the issue.  HSA authorized P. Rigg Construction, Inc. to repair the issue and agreed to reimburse the amount of $375, which was the cost of the repair with a deduction of $75 for the trade call fee that is rightfully due from customers for every trade call request.    HSA’s records do not indicate that HSA received an invoice from the company for the completed repairs.  If Ms. [redacted] is in possession of such an invoice, she 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.       [redacted]      Customer and Regulatory Claim Resolution Specialist

HSA was been in contact with the homeowner and advised that they have set up a potential recall claim for the washer and dispatched a vendor. A supervisor attempted to contact the homeowner and left a message to call back with any questions.

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.
This response is not acceptable until the following conditions are met: -a full and satisfactory explanation of all billing regarding this account is sent to me. Or I am contacted by a representative directly to have this done.-my account must be deactivated and discontinue all future payments. I can not perform a cancellation on my own with the current inadequate call wait time associated with HSA.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]HSA has been telling me the $100.00 check will be mailed to me for three months. I still have never received the check.

HSA is setting up a claim for the vendor to come out to the home to diagnose the issue. The homeowner will be contacted by the vendor who did the replacement of the condensing unit.  If the failure is not related to the installation of the condensing unit, then the claim would be denied and the homeowner would be responsible for all charges as the contract is expired.