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.
[Why is the case closed? Last I heard was that you told me they said they would refund me within 7-14 days but they NEVER DID. I didn't know I had to inform you so soon. It was the long weekend of the 4th so I thought, well hoped the check would be here by now but it isn't. Please don't close this case, they are a sneaky, dishonest company and they know how to get around from what they say they will do.
Regards,
[redacted]

April 7, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:      [redacted]...

[redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference Nos. 185045212 & 196148792                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated April 4, 2017, advising of the above referenced complaint.  The letter has been forwarded to me for review and response.   On April 4, 2017, Ms. [redacted] contacted HSA requesting billing information for filling taxes.  HSA is mailing Ms. [redacted] the requested information.    HSA’s records show that Ms. [redacted] paid $674.00 in premium plan fees in 2016 for HSA Plan No. 185045212 (plan coverage term of September 17, 2015 to September 17, 2016).   HSA’s records show that Ms. [redacted] paid $216.99 in premium plan fees in 2016 for HSA Plan No. 196148792 (plan coverage term September 17, 2016 to September 2017).   HSA does apologize for Ms. [redacted]’s frustration regarding the matter.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [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 will review this with our representatives to resolution for the buyer so they will not be responsible for the past due balance.

HSA has left a voicemail message for the service provider to contact us back to obtain a diagnosis.  If the customer would attach a PDF copy of their paid receipt, HSA will review for potential coverage.  Thank you.

HSA received the diagnosis and the technician has to order the OEM (parts specific to customer's system) with ETA of today or possibility tomorrow.  Once the vendor has received the component part, the homeowner will be contacted by the vendor to schedule the repair.  A supervisor will be...

contacting the homeowner with status.

Per the HSA contract, on page 3, under Customer Service section, HSA shall not be liable for a “Loss” unless notice is given to HSA prior to the expiration of your coverage and the reported “Operational Failure” is professionally diagnosed and the diagnosis is reported to HSA within 15 days after...

the expiration of your coverage, regardless of when the “Operational Failure” occurred.   Since HSA did not receive the diagnosis within 15 days of the expiration date, these claims are denied per the terms and conditions of the contract.

[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. We have requested our independent HVAC company to report to us in writing what is the matter with the three units and then we can return to the Revdex.com what we find.  Until then, we still consider this matter unresolved.
Also, I am still receiving late charges for a HVAC that never was called to our home.  We have discussed this with HSA numerous times, each time the employee saying that have "taken care of it".  Yet, I received another bill late last week.
Regards,
[redacted] And [redacted]

HSA apologizes for the customers experience in the claim process.  The contract does not cover for secondary damages and or water damages.  The customer would need to contact their homeowners insurance for resolution.  Thank you

The homeowner just needs a recall appointment set up with Sears for them to come back out and complete the installation of the parts for the repair that the homeowner received. I have tried contacting the homeowner to do this and will do so until successfully set up. In regards to the past due...

amount on the account, it is from the vendor trying to collect two deductibles when there should have only been one due, this past due amount will be removed from the customer's account.

HSA apologizes for the custoemrs experience.  Their contract has since expired on 11/11/2015.  HSA as a service gesture will refund the $100.00 deductible that has been paid.  Thank you

The contract was mailed to the homeowner on 4/15/14  for their review and is very specific on what is covered and what is not.  Per the contract, on page 4, number 4. KITCHEN APPLIANCES - COVERED: all “Component Parts”, except for those excluded below, including timers that affect the primary function of the appliance; except for clothes washer and dryer all appliances must be located in the primary kitchen unless additional units have been approved by HSA and premium has been received by HSA; includes oven/range, dishwasher, garbage disposal, built-in microwave oven and trash compactor. HSA will pay up to $2000 aggregate for the life of the contract toward repair/replacement of Professional series or ultrapremium appliances, including, but not limited to, Sub-Zero, Viking or Jenn-Air (individual trademarks are owned by the brand name company). Buyer only: refrigerator, clothes washer and dryer. NOT COVERED: ice maker/crusher and beverage dispensers; drain, condensate line clearing, any failures to the door other than appliance controls located within the door; clocks, knobs, handles, dials, springs, hinges, tubs, liners, baskets, shelves, drains, glass breakage, probes, rotisseries, racks, rollers, light bulbs, lock/key assemblies, buckets, televisions, computer screens or computers that are part of an appliance but do not affect the primary function of the appliance; stand-alone freezer, walk-in freezers.  The homeowner 's renewal been cancelled per their request.

February 28, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:      [redacted] R [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 36 0001116014                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated February 22, 2016, regarding the above referenced complaint.    Please be advised that the listed HSA plan folder for the property of [redacted] Drive, Youngstown, Ohio is [redacted]. In order for HSA to issue a check for the offered $1,054.93 to Ms. [redacted] please provide documentation that shows Ms. [redacted] as the property owner.  Ms. [redacted] may forward a copy of the requested information to my attention at the mailing address P.O. Box 727, Carroll, Iowa 51401 or the email address [email protected].  Ms. [redacted] may also forward the check payable to [redacted] to me to void.  Once I receive and review the requested information HSA will be able to reissue a new check payable to Ms. [redacted] for $1,054.93.  HSA will await the requested information.   Thank you for your cooperation.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

After further review, HSA is unable to approve for any type of reimbursement on the refrigerator/freezer.  The customer filed a claim online after they already had the unit replaced.  HSA dispatched a service provider to diagnose the customers older unit but the customer had already...

disposed of it so no diagnosis was able to be obtained.  The contract is clear that we must be able to obtain a diagnosis on any item to determine coverage under the warranty. We reserve the right to not offer coverage.  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.
I apologize for not replying earlier to the information in the system.I have been away from home due to business travel and haven't been able to acquire a final quote on the AC Unit repair. I do accept the offer from HSA related to the water heater, and as soon as I am able to procure the final quote and detailed diagnosis from a contractor, I will send that information in.I hope that the continuation of the resolution of this issue remains possible.
Regards,
Jonathan [redacted]

HSA refuses to deny the claim but never really looked at the root cause of the problem.  Despite the vendor stating a screw was missing the down stairs ceiling received substantial damage which would have been caused by greater than a missing screw. I am not asking HSA to fix the ceiling I'm asking for them to get to the root cause of the leak and repair it or return the money paid for the warranty!

**SEE ATTACHED DOCUMENTS**

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.Please note on August 19, 2015, I received two calls from a man named [redacted].  He requested to have the name and number of the second vendor, which I had called.  He verified that the first vendor was incorrect in his evaluation of my HVAC system.  However, he called the second vendor.  He called me back and stated that there was some things missing on the insulation and as a result they could not cover the claim because it was missing.  The issue was it was not covered proper with insulation in the beginning.  The man stated that my vendor, the second vendor stated this.  However after calling them back, this was incorrect.  The man, [redacted], from HSA had made excuses again about not covering it.  However, in the contract, it states that if something was not properly done then it would be covered.  This was the case. They again made excuses for my claim, and refused.  I requested my money back from the HSA, in addition, to the upgrade that I had made.  I was refused, because of a "non-cancellation" clause.   The Wisconsin Attorney General's office needs to investigate this company. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

September 20, 2016
 
Ms. [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           ...


RE:      [redacted] L. [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 September 12, 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 Mr. [redacted]’s washer
claim.  On September 7, 2016, Mr. [redacted]
placed the service request and HSA dispatched Sears to diagnose the problem
with the washer. HSA’s records indicate that Sears offered the service appointment
for September 14, 2016, which is outside of HSA’s scheduling guideline line
with our service contractors.  HSA attempted
to locate another HSA authorized service contractor to run the call.
 
HSA was unable to immediately locate another HSA authorized service
contractor and on September 10, 2016, HSA provided Mr. [redacted] with the
opportunity to locate the licensed and insured service contractor of his
choosing.  When using a service contractor
outside of the HSA plan HSA requires that the technician report the detailed
diagnosis and cost breakdown to HSA before performing the service.  HSA would then reimburse the plan holder the
approved repair cost less the $75.00 HSA trade service call fee upon receipt of
the paid invoice.  Mr. [redacted] contacted
Appliance Repair to diagnose the problem with the washer.
 
On September 13, 2016, the technician with Appliance Repair
reported to HSA that the lid lock switch had failed due to normal wear and tear
and HSA approved the repair cost of $125.00. 
Once HSA receives the paid invoice from Mr. [redacted] HSA will reimburse the
repair cost of $125.00 less the $75.00 trade service call fee for a total
reimbursement of $50.00.  HSA is awaiting
the paid invoice.
 
HSA does apologize for Mr. [redacted]’s frustration regarding
the matter.
 
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
Cus[redacted]er
& Regulatory Claim Resolution Specialist