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.
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]

HSA apologizes for the customers experience.  There are times that HSA does not have vendors that can meet the needs of a claim in a timely manner to assist the customer so we do on occasion have to give the customer authorized choice for them to locate a vendor on their own to...

diagnose the failure with the item in question.  After review of the claim is looks like the customer might have already replaced their refrigerator?  If the customer has done so, if they could provide a PDF copy of their paid receipt and also if they have a diagnosis from an appliance professional HSA review their findings for potential reimbursement. Thank you

The claim was filed online and referred to [redacted] to call to make an appointment.  HSA has not receives the information on the failure from [redacted] at this time.

HSA apologizes for the long hold times the experienced.   The equipment was order on 6/17/15 for pickup by the vendor.  The vendor will contact the homeowner to schedule the appointment for installation.  The homeowner can also contact the vendor to schedule as well.

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 technician didn't find anything wrong the second time because he didn't do his job well - clearly if all those parts were malfunctioning on the third, fourth, fifth, sixth visit ... There was something wrong he didn't see.  The ducts were cleaned (paid out of my own pocket) and determined NOT to be the problem.   I want a new furnace- the company that did the repairs has requested this as well . 
Regards,
[redacted]

As previously stated, HSA is standing by the cash out amount of $1109 for the oven replacement.  Per the HSA contract, Customer Service subsection 2: We have the sole right to determine if items will be repaired or replaced. 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” is permitted in making repairs under this contract. We willuse 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. Once a failure has been diagnosed, subsequent failures to the same system will be exempt from coverage unless and until proof of repair is submitted to HSA. Proof shall include, but is not limited to, receipts verifying repair and/or replacement.  HSA has also advised the homeowner that they will assist with the purchase of a new unit internally using the company credit card. A supervisor tried to call the homeowner and left a message with this information.  HSA considers this matter closed.

June 2, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:     ...

[redacted] J [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 197735682   Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated May 31, 2017, advising of the above referenced complaint.  The letter has been forwarded to me for review and response.   I have reviewed HSA’s records regarding Mr. [redacted]’s washer claim.  On May 19, 2017, the service request was placed and HSA dispatched Ansley Appliance Service LLC to diagnose the problem with the washer.  On May 22, 2017, the technician reported to HSA that the main control board and filter has failed due to normal wear and tear.  HSA order the parts from our supplier and was given an estimated arrival date of May 29, 2017; however, due to the holiday, tracking shows that the parts were delivered to Ansley Appliance Service LLC on May 31, 2017.   On June 1, 2017, Mr. [redacted] advised HSA that Ansley Appliance Service LLC came to his home today and found that the one of the parts was an incorrect part. Ansley Appliance Service LLC has been advised to contact HSA’s Appliance Part Purchasing Department to verify the matter and get the correct part ordered.   HSA does apologize for Mr. [redacted]’s frustration; however, HSA will not waive the trade service call fee or provide compensation for laundry mat expenses. Section F-9 of Mr. [redacted]’s HSA plan provides that coverage does not apply when conditions beyond our control including delays in obtaining parts and/or any damage alleged to be caused directly or indirectly by the services or the timeliness of the services provided by HSA.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

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:
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 have yet to hear from [redacted] Rooterman Plumbing regarding the scheduling of a date to come out, though. I was told they would contact me but they have not.  I have also reported that I would like to have the A/C looked at and the voicemail message I received from the HSA representative Helena alluded to having this taken care of and suggested that I call in.  The number that was provided, however, is the very same number I HAVE been calling. I need to speak to an actual person and when I call this number I am unable to do so regardless of how long I wait on the line or what numbers I push. For this reason, I would like to be contacted by [redacted] regarding scheduling the hot water heater repair and by HSA regarding scheduling A/C repair.
Regards,
[redacted]

The homeowner had a appointment scheduled to install the parts for 11/22/14, but due to weather conditions in the area, the appointment was rescheduled for 11/25/14.  HSA will reimbursement the homeowner $100 as a service gesture for the inconvenience they have had during this time. ...

The $100 check will be mailed out tomorrow.

The estimated time of arrival for the part is 9/14/15/ -9/15/15.  HSA apologizes for the delay in the part and based on what HSA found out the delay was from shipment of parts from the distrubtor.  The homeowner will be contacted to schedule the repair.

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] As I previously mentioned, I have already spoken with the manufacturer for my warranty options.  The Carrier warranty does not cover a replacement furnace, only a new heat exchanger.  Again, due to the negligence of the HSA-repairmen that failed to alert us to the water issue with our furnace (that should have been obvious to any trained repairmen that even glanced at the furnace), we now need a new furnace, not just a new heat exchanger.  Your statement that HSA "cannot offer coverage per the terms and conditions of the contract" implies that your contract permits negligence and deceit on the part of your authorized repairmen.  The repairmen you sent to our home cheated us out of 3 deductibles, made improper repairs, and failed to warn us of the obvious underlying issue with our furnace to ensure that they would keep getting our business when the next furnace component began to fail, putting our family at risk for carbon monoxide poisoning and allowing the entire furnace to become rusted and beyond repair.  To date, HSA has not refunded our deductibles, acknowledged or apologized for the improper repairs (which have now been noted to me by 3 different companies that came out to provide us with replacement furnace estimates, as the improper materials used on one of the poorly done repairs is very noticeable), or addressed the negligence on the part of the HSA-authorized repairmen.  It has become obvious from the vague HSA responses to me that they are not willing to refund our deductibles, refund us for our third party service call, or pay for a replacement furnace in order to resolve this issue, as they are only concerned about making money and not integrity or the wellbeing of homeowners.  If the HSA contract truly does state that negligence and deceit by HSA-authorized repairmen is permissible and homeowners are liable for payments and expenses that occur when receiving such services, then you may want to reconsider such a dishonorable policy.  Revdex.com- it is clear that HSA is not interested in resolving this complaint and has not made adequate .  Please advise us how to proceed.

September 26, 2016
 
[redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 53214
 
RE:          Randall (Amy)
C[redacted], Revdex.com Case ID No.11710179; 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’s records indicate that Mr. and Mrs. C[redacted]’s HSA renewal plan
has been cancelled per request and is now considered to be null and void.  In an attempt to amicably resolve this
matter, even though not liable to do so, HSA will reimburse the $100.00 trade
service call fee that is normally due. 
Mr. and Mrs. C[redacted] can expect to receive a refund from HSA in the
amount of $100.00 in approximately 21-28 business days.
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
Lori N[redacted]
Customer and Regulatory Claim Resolution Specialist

It seems from their last reply that they do agree with the sale from the docs provided already. But they can't use it for determining the exact date of the sale. I don't have any other docs. Please consider giving me partial credit back if you want based on the filing date.Besides, I have already answered all the questions and also provided all the information to their employee that I could and wasted hours on the phone with her. She agreed many times but will change her mind later. There is nothing more I need to provide from my side!Thanks

HSA apologizes for the delays in the hold times during our peak time.  The claim was filed as a drain line leaking but the problem was with the tub faucet leaking thru the trip lever of the tub. It was missing a screw.  The tub faucet is part of faucet coverage under the terms and...

conditions of the contract as the customers contract does not have faucet coverage so the claim was denied.  The service call approval letter was emailed to the customer as HSA did pay the service provider the $75.00 service call trade fee to come out to the home on behalf of the customer.  The customers contract is not cancellable in the state of Missouri.  Thank you.

HSA's customer are advised at the time the claim is filed that if they do not hear from the vendor within 2 hours, the homeowner should call the vendor directly or call HSA back for other options.  If the HSA vendor did not contact them, HSA would have found a vendor who would. ...

However, HSA needs to be made aware of the situation in order to assist the homeowner.  The contract expired on 12/9/14 and HSA assumed liability for the property during the contract period.  The homeowner did not ask for the contract to be cancelled until 12/9/14, the date it expired.

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.
I was not told this information when the claim was filed.  I was told to purchase a new fan and keep the receipt, have the company (I could choose but HSA just needed to speak with APM prior to the work starting) for the installation, subtract my $75 deductible and then send me a check for the difference.  If I had know about needing to pay APM from the beginning, I would have done so.  Every time I called in to HSA to check on the status of my money, the agents did not know or seem to understand what was going on and could never give my any information.  They said they would research it and get back to me, and there were several times where I was never called back.  They waited for me to call back to inquire, in which I would spend anywhere from 1-3 hours on hold.  Ridiculous!   It wasn't until I spoke with another Supervisor on 7/26, that I was told to submit payment to APM for the install and email the paid receipt to HSA.  I did so on 8/4, and also received an email stating the receipt had been received that very same day.  They told me I would receive the reimbursement check within 7-10 days.  Here it is 8/14, I still have not received anything.  The communication I've experienced with HSA is the worst I've ever dealt with in my life, with any company I've done business with.
Regards,
[redacted]

October 4, 2016       Stacy [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       Katherine [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.   I have reviewed HSA’s records with regard to Ms. [redacted]’s complaint.  On June 25, 2016, service was requested for the refrigerator and the request was dispatched to Jim’s Appliance Repair Service.  On June 27, 2016, HSA was notified that Jim’s Appliance Repair Service would not be able to diagnose the issue in a timely manner.  Therefore, HSA offered Ms. [redacted] the opportunity to have a licensed and insured company of her choosing diagnose the issue.  The customer was instructed to have the company contact HSA with the technician’s detailed diagnosis of what caused the issue, as well as an estimate of the cost to complete the repairs, as the company would need to obtain authorization from HSA prior to completing repairs.  HSA did not receive information from Ms. [redacted]’s chosen company.    With regard to the oven issue, service was requested on October 17, 2015.  Ms. [redacted] was also offered the opportunity to have a company of her own choosing diagnose the issue and report the information to HSA.  HSA does not have record of receiving information from the customer’s chosen company for this issue.    If Ms. [redacted] is in possession of an invoice for the repair of the refrigerator and oven, 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.       Kimberly [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.I talked to Chrissy at HSA and I scheduled a GE repair man to look at the stove. HSA said that they will pay for the service call however they did not give me a credit card and informed me that I am to call them when the technician arrives.I want this to remain open until the GE technician receives payment and my stove is repaired to my satisfaction.
Regards,
[redacted]