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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I have requested service again. The company came to my house yesterday and worked on my A/C. The central air ran for about 8 hrs. They are trying hard to resolve the problem but seems their hands are tied because of HSA. We are going on almost a month now with little to no A/C.

HSA has sent an email to the homeowner regarding the claim approval.  The homeowner would need to call HSA ###-###-#### to go over and approve some non-covered charges.

[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.  After weeks of more phone calls to HSA, I finally received my check for reimbursement today. Unfortunately, we received this company's home warranty when we purchased our home so we have another 6 months under contract with them. I pray nothing breaks in our home! I will continue to write reviews regarding their terrible service and attitude towards paying customers in need. 
Regards,
[redacted]

December 9, 2016   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          Andrew H[redacted], Revdex.com Case ID No.11857999; HSA Reference No. 190965792   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 Proven Professional Construction Service, LLC to replace a faulty 50 gallon gas water heater with a new 50 gallon gas water heater.  The service contractor also reported additional charges for an expansion tank and code upgrades/modifications which are not covered according to the provisions of Section E-19.  In the alternative, Mr. H[redacted] was offered the option of a cash reimbursement in lieu of the covered water heater replacement.  Section D-2 of the HSA plan provides that replacement shall be with systems comparable in features, capacity and efficiency; HSA is not responsible for matching dimensions, color or brand. 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.   The records indicate that Mr. H[redacted] accepted the cash reimbursement option.  Therefore, upon HSA’s receipt of a paid invoice documenting the replacement of the water heater, a check in the amount of $466.01 will be forwarded to Mr. H[redacted] according to the provisions of the plan.   Please be advised that Mr. H[redacted]’s allegations regarding the service contractor have been forwarded to HSA’s Contractor Relations Department for further review and any appropriate action deemed necessary.  Mr. H[redacted]’s cancellation request has been forwarded to HSA’s Cancellation Department for processing.  Mr. H[redacted] will receive correspondence directly from HSA’s Cancellation Department.  HSA does apologize for Mr. H[redacted]’s frustration regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   Lori N[redacted] Customer and Regulatory Claim Resolution Specialist

After further review. The contract covers for failures of plumbing that is encased in concrete up to a $500.00 aggregate limit per the terms and conditions of the contract.   HSA will only pay for the portion that is failing within the concrete.  HSA has approved for the $500.00 limit...

on the claim.
This can be found in section F Limitations of Liability #5. Any plumbing or ductwork failure requiring access through concrete, stone, rock or brick is limited to $500.00 aggregate for total repair cost including access, diagnosis, repair and /or replacement, even if the primary failure is not located within the concrete, stone, rock or brick.  This aggregate limit is for the year of the contract.  Thank you.

HSA will have a service provider contact the homeowner to evaluate the issue with the electrical modifications and report that information to HSA.

December 8, 2016         Stacy [redacted] Revdex.com of Wisconsin [redacted]
[redacted]   RE:       John [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 the furnace issue.  On November 3, 2016, service was requested for the furnace and the request was dispatched to [redacted], [redacted] to diagnose the issue.  On November 10, 2016, [redacted] reported to HSA that the heat exchanger in the furnace had cracked and needed to be replaced.  HSA authorized the technician to replace the heat exchanger and the replacement part was ordered by the technician.  Section F-9 of the warranty plan provides that HSA is not liable for conditions beyond its control, including delays in obtaining parts.    A mistake was inadvertently made and [redacted] reported to HSA that there were some charges necessary for the replacement of the heat exchanger that are not covered by the warranty plan, in the amount of $695.  On November 21, 2016, [redacted] notified HSA of this mistake and that Mr. [redacted] would not owe any charges for the replacement of the heat exchanger.  [redacted] has reported to HSA that repairs the furnace have been completed.  If the customer experiences a further issue with the heating system, he should notify HSA so that the matter may be addressed.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       Kimberly [redacted]      [redacted] Fax: [redacted] Email: [redacted]

As one failure was with the washer lid and one was the outlet that the washer plugs into, there would be two deductibles due.  Per the contract, on page 4, number 3. Customer Service: TRADE CALL FEE: ????you are obligated to pay the $100.00 trade call fee or the actual cost to repair/replace,...

whichever is less, for each separate? trade call. A trade call means each visit by an authorized service contractor for a single trade (plumbing, electrical, appliances, heating and air conditioning and pools/spas). If multiple visits required to remedy the same problem, you are only required to pay one trade call fee. Since it was two separate failures, two separate trade call fees are due.???????????????

HSA is dispatching Complete Appliance (###-###-####) to come out to the home to diagnose the issue and HSA will waive the deductible for the homeowner as a service gesture.  Once HSA has the diagnosis from the vendor, HSA will contact the homeowner with status.

HSA has listened to the call and the associate advised the customer of what the coverages are in the plumbing section of the contract and actually read in detail.  HSA stated they need to get a full diagnosis to determine coverage, and it would depend on how much the cost is with...

their vendor if it is something that HSA would pay or HSA would need a 2nd opinion.   HSA did not commit to approval on this claim at all during this call. HSA did state a couple times that they needed a full diagnosis for coverage.  The claim denial stands.

Full system was approved for replacement and equipment was delivered to the service provider on 4/20/16.  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.
We have owned this Quietside MPW 12A On-Demand Hot Water Heater and Boiler for 12 years.  We had a warranty repair 8 years ago for a cracked heat exchanger and circuit board (see photos of replaced parts as proof of repair) which may have caused slight rust on door of unit.  We have been unable to locate any rust on the machinery or unit.  We had manditory fire recall work performed to unit by company 6 years ago.  Unit was fully-operational as verified by representative after work was completed.  Unit continued to perform until claim was made with HSA.  We can provide affidavits from staff citing their continued (daily) access to hot water in our home to use during the past two years during the term of their employment, if needed.We are requesting warranty benefits and services as purchased.  Thank you.
Regards,
[redacted]

HSA has found a vendor to service the refrigerator and has been in contact with the homeowner.

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 second opinion was completed on 10/6/2016 by [redacted] from HRS heating and cooling.The details of HRS Heating and cooling are as follows,BEGIN DETAILS FROM HRS:"Pressures are OK. Reset blower speed to, 'high' from previous co changing.  Found several bent fins throughout evap coils - don't believe to be cause of problem. Drain is slightly unlevel' NO FILTER DRIER at TXV. Adjusted open drain port.  Potentially evap coil to have a restriction causing frosting."  Comments, "I believe the final solution will be to replace evap coil, TXV & install a new line drier"END DETAILS FROM HRSPrior to giving me the results of his inspection HRS Technician [redacted] asked me the question, "Are you covered by just a basic warranty with HSA Home Warranty?" which I confirmed.  Once I understood  [redacted]'s inspection details, I asked him what the next steps were.  He said that this would be transmitted to HSA who would then decide on the next steps.  From all discussions with both [redacted] Mechanical and HRS technicians, the cause of the water-leaking AC unit appears to happen when the AC unit is in operation.  This issue was first reported in July and I've made attempts to have this issue fixed since July.  It's now October and the issue has not been resolved.  October, and the fall/winter season, bring colder and dryer weather, reducing the need for using the AC unit.  Without the AC unit being in operation, it may be difficult to tell whether this issue has been resolved or not.  If this issue isn't resolved by the AC technicians, then the issue may go undetected until next spring.  The period for calling back a defective repair is 90 days for parts and 30 days for labor.  By next spring the, "Call-back" period would run out, and I would have to pay the $100 trade call fee for the same AC issue.   I request that1. The leaking AC unit leak is fixed.2. In the event that the AC unit is not fixed before winter, I will not have to pay the $100 trade call fee if the AC unit is still leaking next spring.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

March 6, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 186353702   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.   On November 28, 2016, Ms. [redacted] placed a service request for a furnace that was not working and Budget HVAC was dispatched to diagnose any problems on an expedited basis.  Please be advised that HSA does allow a twenty-four (24) hour guideline to service expedited requests.  However, Ms. [redacted] cancelled the service request and hired an outside company to complete the furnace repairs.  Section D-2 of the HSA plan provides that HSA selected service contractors must be used on all claims.  If HSA cannot provide a contractor for you, HSA will approve the use of a contractor outside of its network.  Section D-1 provides that HSA will not reimburse for services performed without its prior approval.  Therefore, based on the terms of the plan, Ms. [redacted] reimbursement request for the unauthorized furnace repairs was denied.  However, in an attempt to amicably resolve this matter, even though not liable to do so, HSA will reimburse Ms. [redacted] one-half of the unauthorized repairs.  Ms. [redacted] can expect to receive a check from HSA in the amount of $267.25 in approximately 14-21 business days.  AHS denies any further liability with respect to this matter.    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.
this is nothing but another lie from HS a. When the hot water heater was installed  an expansion tank was not required per code in Spalding County. We installed the  expansion tank ourselves with the plumber. As far as the furnace, it too was installed properly up to code 17 years ago. The termination kit that is the problem with the furnace has simply just worn out. Normal wear and tear of anything inside the home is to be covered by HSA as per our agreement / contract. HSA continues to prove to be a non reputable company and they continually lie. We provided them with written proof that our furnace and everything worked prior to us purchasing the home and even after we purchased the home. We provided them proof that the hot water heater was installed by [redacted] completely to code at the time it was installed. HSA just wants to take money from people and not abide by their contract. If this is not handled properly and our claims paid for and our agreement / contract with them is terminated - we do want a full refund. If we do not get that,  we are going to small claims court. It is fully time that someone stands up against HSA. It is not fair that they take peoples money and provide nothing!
Regards,
[redacted]

After further review of the paid invoice, HSA is reimbursing the homeowner $310.00.  The $65 fee for cleaning of the coil is not a covered service.  The check will be mailed out tomorrow.

August 30, 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 August 26, 2016, advising of the
above referenced complaint.  The letter
has been forwarded to me for review and response.
 
HSA’s Accounting Department
converted into their new owner’s accounting system on March 29, 2016. Due to
this conversion any March payments collected prior to March 29, 2016 were
returned back to the plan holder’s payment source.  Ms. [redacted] disputed that her March 28, 2016
payment was returned to her and in order to resolve this matter HSA requested
that Ms. [redacted] provide us with a copy of her bank statement containing the
disputed charge.  HSA received Ms. [redacted]’s bank statement and HSA’s
Accounting Department verified that the $41.00 amount noted as reversed was
actually applied complete the full the premium payment for Ms. [redacted]’s
previous HSA plan coverage that expired on March 30, 2016. Therefore, the $41.00 was rightfully not
returned to Ms. [redacted]’s payment source.
 
As previously stated above
the accounting system converted on March 29, 2016.  This conversion required any HSA customer
that had been paying premiums through an automatic payment source to resubmit
this payment source information to HSA.  Ms.
[redacted] was advised by HSA to resubmit her payment source information on June 1,
2016, June 9, 2016 and June 24, 2016. Ms. [redacted] did not provide the needed
information and HSA cancelled the plan for non-payment on July 12, 2016.
 
Thank you for your
consideration.
 
Sincerely,
 
HOME SECURITY OF AMERICA,
INC.
 
 
[redacted]
Customer & Regulatory
Claim Resolution Specialist

HSA sincerely apologizes for any difficulties you've experienced due to the mistake. Our system shows that the install of the new unit has been completed. For your patience we may only offer you the refund of your deductible, and we are more than happy to do so.

HSA apologizes for the customers experiences for the refrigerator claim.  HSA has refunded the customer a $75.00 deductible on 01/13/16 ck # 506339 due to some of the delays.  The unit the customer has is a GE French door stainless steel with bottom freezer.  HSA would like to send...

out a second opinion vendor to diagnose the current failure the customer is having and will waive the service call fee. The vendor [redacted]s  will be contacting the customer to schedule an appointment. The vendors number is ###-###-####. Thank you