Home Security of America, Inc.

The check will be mailed out tomorrow, 9/10/15.

HSA apologizes for the long hold times.  HSA has made several attempts to contact to the vendor and left messages for them to call back.  HSA has notified the homeowner that they have been trying to contact the vendor and the homeowner was going to call the vendor to let them know.

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.

[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]

[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. However,  I am very dissatisfied with our HSA home warranty and I will let it be known in my online reviews.  Please forward the check to the following address:[redacted]
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 NOT satisfied with this response from HSA.  First, I want to know the quality of the items they have agreed to replace.  The average cost of an AC evaporator coil ranges from $900-$1,800 and the AC condensing unit ranges from the lowest quality 14 SEER unit at $750 to a 3 ton 18 SEER unit at $1,785.00.  $1,151.97 is NOT a reasonable reimbursement for the replacement of these items.  Air Pro and HSA are in business together, of course they want us to choose Air Pro to do our installation.  I have contacted several other HVAC companies in the area and I am being quoted upwards of $3,000 for the replacement of said items.  I demand that HSA pay the full cost of replacement of our central air unit as given by a company of our choosing. Air Pro has terrible reviews and we have been advised by past customers to stay away from  them.  This is not fair OR good customer service to back us into a corner like this.  It is very sad that through all of our phone calls, long wait times, emails and escalation attempts- it took a letter to the Revdex.com to finally get a response from this company.  Unfortunately, it is not a satisfactory one.  Again, I need to know the details of the items they plan on using for our replacement and a breakdown of the costs, because $1,151.97 is not comparable to market prices elsewhere for the same items/labor. Thank you.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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]

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]

I have refunded the customers $75.00 per his request to satisfy this complaint the reimbursement should be in the next 10-14 days at the latest.

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.
Their response in no way addresses my complaint about them using such poorly rated contractors that again and again receive extremely poor ratings.
Regards,
[redacted]

The vendor advised HSA that the failure did not occur within the contract period; it was something that would occur over time.  If the homeowner would like to get a second opinion and have that technician submit his findings to HSA, they can do so and HSA will review the claim at that...

time.  With the information HSA received from the vendor, the claim denial stands.

[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. I was promised reimbursement for washer, and still waiting for check to arrive.
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.
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]

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.

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.
In their first analysis, they did not mention any of this details. In fact, they have asked me to fix Dampers (cost 350 to 400 USD). I have their analysis and details. It was HSA technician who went up in Attic to examine but did not notice anything and giving me wrong analysis. HSA has refused my request with wrong analysis. Where is the report from their side in before rejecting my service request. Now they are cooking up the story after I found air leakages and arrested all the leakages. I have all the pictures and hand written document (analysis report) with me. I can send on need basis.  This company is lying and they are are hiding the details.  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

A supervisor will be contacting the homeowner today to discuss.

[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:
The vendor, John [redacted] completed the repair. The services of the other vendor are no longer required.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 apologizes for the delay with the claim and will refund the $75 deductible to the homeowner.  The check will be mailed out on 6/3/15.

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 response from HSA is not what my contract states.  When I purchased my contract the business was owned by someone else and we were allowed to go outside the network as proven by my previous claim with them with the air conditioner.  I attached that claim to the original complaint as proof.  I'm not making this up.  Recently, the company has been acquired by someone else and now they are changing their policies and procedures and did not notify me of the changes prior to me making my claim.  I only found out about the new policies and procedures after they denied my claim and I began to inquire.  To date, I still have not received their new contract policies and procedures.
Regards,
[redacted]

I apologize for your difficult experience with this claim. We cannot pay out to replace an item we do not have a recent diagnosis on, if you replace the item before we have a chance to get this, we would not be able to reimburse you towards the replacement. Although we can reimburse you for the cost...

of the service you had with Sears. Please send a copy of the receipt for your service with Sears to [email protected] with your property address in the subject line. We would very much so like to help you get through this situation but we need to follow the steps required in order to provide you coverage. Our system shows that we have a company dispatched to come diagnose the dishwasher with the service fee waived. The company is J & J Appliance Service, their phone number is ####-###-####. Once they are out to look at the dishwasher we can continue to work forward with you to have the system repaired or replaced.