Home Security of America, Inc.

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 is apparently unable to hold up their end of the verbal contract. They verbally approved emergency services on a Saturday to ensure services rendered would correct the issue. To diagnose a problem even doctors use cameras. HSA is not an organization that keeps its word to its constituents which is apparent by its slew of complaints on Revdex.com. They said they would cover the full services which ensured that our health and environmental hazards from the plumbing issues would be covered. $205 is 'hush money' and does not cover the emotional damage due to their lack of resolving the issue in due diligence. It has taken 4 months for me to try to obtain an answer. Their lack of professionalism and communication is appalling. Their ineptitude to fulfill contractual and verbal commitment is criminal. Again, these were environmental and health hazards for not only the home and its family but the surrounding community. 4 months to receive some form of communication and resolution is not due diligence rendered on HSA's end. The emotional grief for their lack of resolution and lack of upholding their word is cause for legal procedures. 
[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 don't know why the business did not read my previous response that showed clearly the equipment is covered by the warranty term that the humidifier is indeed attached to the duckworks. I will request the same resolution as I requested last time due to the unbelievable delay and their way of treating me with the claim. ]
Regards,
[redacted]

HSA reached to the vendor to obtain information and was advised that they would call them back.  This occurred on 8/26/15.  Once HSA receives information, the homeowner will be contacted.

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.]I still request HSA pay any additional monies owed to Air Command on our behalf due to their delay in getting responses to Air Command and ordering the incorrect part.
Regards,
[redacted]

After further review on the claim. HSA is not able to offer coverage for any of the failures either to make repairs or replace as the failures are not due to normal wear and tear as this is what the HSA contract covers for. 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] The response fails to address the issues of failure to perform in a timely manner, the terrible customer service we were provided and the 3 weeks we were without a refrigerator. To add to this, they do not even apologize, acknowledge their issues or lack of customer service in their response. The time they look responding to this complaint is just like the entire interaction: lacking. We believe we are entitled to more of an apology and:  $500 to cover the extended warranty we felt we had to purchase to ensure our claim was processed,  $75 for the repair call  reasonable time and expense for their unreasonable amount of time in dealing with this. Our contact says "repair or repl[redacted]" in 48 hours.  It took three weeks.  
Regards,
[redacted]

January 31, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No.192688992   Dear [redacted]:   HSA is in receipt of your letter dated January 25, 2017, enclosing additional correspondence from Mr. [redacted].   HSA is in receipt of the previously requested information.  After further review, Mr. [redacted] can expect to receive a check from HSA in the amount of $3,000.00 for the replacement of the furnace in approximately 10-14 business days.  Therefore, it appears that this matter is being resolved and HSA will be closing its file.   Mr. [redacted] may contact HSA’s Service Department directly at ###-###-#### for any further assistance regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

The HSA contract covers the tank and standard labor, the modifications and upgrades are not covered under the base coverage.    As far as the homeowner being made aware of covering the tank and labor, each homeowner is mailed the contract for their review and it clearly...

states this.  The type of water heater the homeowner has does not apply to the $1500 aggregate as it is a natural gas water heater.   Water heater/heating combination units (boiler) and oil systems are covered up to the $1500 aggregate.  The $365 is what HSA is covering after the deductible as this is amount the HSA affiliated vendor charges for both the tank and standard labor.  HSA has set pricing with their affiliated vendors.

September 23, 2016         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] & [redacted]; HSA Plan No. 16 0001567948; 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.  HSA apologizes for the frustration Mr. and Mrs. [redacted] have experienced.  As Connett Services has not been able to resolve the issue, HSA has dispatched a service request to Best Heating, Cooling, & Electric, Inc. to further diagnose the issue.  Best Heating will contact Mr. and Mrs. [redacted] to schedule an appointment to diagnose the issue.  The customers may also contact Best Heating at 515-262-8055 to discuss scheduling.  A trade call fee will not be due from the customers for this request.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      Customer and Regulatory Claim Resolution Specialist

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.
Our hot water heater has been broken for more than a month now. HSA has sent plumbers 5 separate times and it is still broken. We have now been told that we must pay $875 to have our water heater replaced under this "warranty" but they will not give us a breakdown in writing of what those costs are.Regards,
[redacted]

HSA records show that HSA approved the claim in full minus the deductible on 6/10/15, with authorization number [redacted].  This is set to paid the vendor directly.  HSA would require an invoice to reimburse the vendor.

[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]

Normal wear and tear is when a system fails mechanically on...

it's own. The damage could have happened at any point in time, we would not speculate as to when it occurred. The technician out had provided us pictures of the unit and the external damage on it. Outside factors other than normal wear and tear caused the damage on the unit this was evident. No matter what it was caused by, physical damage to a system is a non-covered failure as specified within the warranty. You were sent a check for your drywall repair in the end of May, it would have come in an unmarked envelope with a Service Master logo on it. We will research with our accounting department to verify whether the check was cashed and if not we will re-issue you a check for that reimbursement.

The HSA contract does not cover properties with businesses in them.  Per the contract on page 3, Section Coverage:  This contract covers single-family resale homes and condominium or town house units. Multi-family homes up to and including eight (8) family dwelling units may be covered if...

applied for and the appropriate fee is paid. Multiple-family homes qualify for listing coverage; however, coverage is limited to the owner occupied unit. Tenant occupied properties are not eligible for coverage during the listing period. Coverage is for owned or rented residential property and excludes commercial property or residences used as businesses, including but not limited to, day care centers,fraternity/sorority houses and nursing/care homes. This contract does not cover homes sold/purchased in “as is” condition. If HSA determines that a property was purchased “as is”, we will issue a refund of premium less any administrative fees paid and no longer cover the property.  HSA will refund the 8/17/15 payment that was deducted.  The homeowner was sent the cancellation letter to be signed and returned.  There has not be a payment for September taken and will not be one taken.

[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 as long as I receive the $100 refund in 21-28 business days from now. If not can we reopen this claim?
Regards,
[redacted]iel [redacted]

HSA approved a full system replacement with a Lennox unit and that ordered on 8/11/15.  Once the vendor receives the equipment, they will contact the homeowner to schedule the installation.

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.] The company still refuses to address all issues and leaves us with no responce. Yes they fixed one item after a lengthy wait and several complaints and calls. This is not satisfactory. If they will not offer any resolve to all the issues presented then we no longer wish to deal with them. To continue to wait for resolve is pointless both on your part and ours.  Why would you allow them to wait such a long time to respond? Why won't you just assign a negative review on them and issue whatever penalties that follow? Whay must we continue to sit and wait for them to answer blandly one item of several we described? THey offer an incomplete policy and stand behind double talk and delays. Look at the amount of time they took for this last reply. Could you imagine us waiting to have our kitchen repaired all this time. THe mold would have been so bad the home would be condemned. Yet here we are still asking for me to fill out a form in less than 30 minutes or the case is closed. As far as I am concerned both HSA Home Warranties and you the Revdex.com are inadequate with the services you provide. I have copied the dates and correspondances here and will save them for future reference. Shame on the Revdex.com and HSA for taking so long to do your jobs. Shame on HSA for soliciting money and then not doing what is expected from their advertisments. Home warranties are here to help you with those unexpected repairs like leaky pipe, yet we wont actually repair them unless you do most of the work. BB is here to protect the public from shady companies yet all we will actually do is drag the complaint process out until you fail to respond or tire of the constant back and forth games.Thank you for nothing both Revdex.com and HSA
Regards,
[redacted]

October
18, 2016
 
[redacted]
Revdex.com of
Wisconsin
10019
W. Greenfield Ave
Milwaukee,
WI 53214
                       ...


RE:      Dawn W[redacted]; Revdex.com Complaint ID No. 11758543;
HSA Reference Nos. [redacted]
           
Dear
[redacted]
 
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. W[redacted]’s dryer claim and cancellation
request.  On October 28, 2015, Ms. W[redacted]
placed the service request and HSA dispatched Sears to diagnose the problem
with the dryer.  Sears was unable to
schedule a timely service appointment and to resolve the matter HSA offered Ms.
W[redacted] the opportunity to locate the licensed and insured service contractor of
her choosing to run the dryer claim.  HSA
has no records of receiving the detailed diagnosis and cost breakdown from the service
contractor contacted by Ms. W[redacted]. 
However, upon further review and in order to resolve this matter HSA is
reimbursing the repair cost of $317.45 less the $75.00 trade service call fee
for a total reimbursement of $242.45. 
Ms. W[redacted] will receive the check in the amount of $242.45 in
approximately ten to fourteen business days.
 
Ms.
W[redacted]’s HSA plan renewed into a new year of coverage on September 7, 2016 under
HSA Reference Number 195835592.  On October
7, 2016, Ms. W[redacted] advised HSA that she did not want the HSA plan renewed.  HSA cancelled the HSA plan.  Please be advised no premium plan fees were
collected by HSA for this renewed plan and HSA will make no further attempts to
collect any premium plan fees for the cancelled HSA plan.  Therefore, it appears this matter has been
resolved.
 
Thank
you for your consideration.
 
Sincerely,
 
HOME SECURITIES
OF AMERICA, INC.
 
 
Marcy
C[redacted]
Customer
& 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 approved for the coil replacement in June of 2015.  If the homeowner is requesting third parties and second opinion vendors to be present at the property, while an HSA vendor is performing work, then the homeowner would need to schedule that with the HSA vendor directly.