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.
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]

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.Yes, a technician finally came out.  However, the findings that he is reporting doesn't make sense.  If there was no leak detected, how did the coolant get low?  AC units don't consume refrigerant and a simple google search will tell you that.Also, this is the issue.  The issue is that the contract isn't being honored as HSA did not have the right to a second opinion per the contract.  This is the ONLY issue.  We now have 2 vendors, one saying it needs to be replaced and then the second company saying that it doesn't even though his findings don't make sense.  HSA found what they were looking for, a vendor that would say what they wanted to hear.  Clearly, this company doesn't intend to honor what they sell.  I am done going back and fourth on this, clearly there will not be a resolution.  This is clearly how they still have the grade they have with the Revdex.com, they keep providing false information until the consumer gives up.   
Regards,
[redacted]

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.

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.???????????????

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]

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.

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]

[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]

February 27, 2017         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] & [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 the information provided to HSA by Mr. and Mrs. [redacted].  As stated previously, Section F-4 of the warranty plan does provide that if the 7 Star Upgrade is purchased by the buyer, HSA will pay up to $500 aggregate towards modification charges associated with an approved repair or replacement.  Air Sales has reported to HSA that the cost of duct and electrical modifications in the amount of $500 was paid by HSA to Air Sales and was deducted from the customers’ total cost of charges not covered by the warranty plan. Therefore, I find that HSA is not liable to refund any charges to the customers.  However, in order to amicably resolve this matter, HSA agrees to reimburse the customers in the amount of $500.  Mr. and Mrs. [redacted] will receive this reimbursement by check in approximately ten to fifteen days.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.   [redacted]      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 Fax: ###-###-#### Email: [email protected]

According to the technician that HSA received the diagnosis from, the lineset was not welded properly,came apart and caused the leak.  The contract does not cover faulty workmanship and the last known repair was done in December 2014 by a non affiliated vendor.  The denial stands.

Two supervisors have listened to the call and both found that the homeowner was advised correctly and the denial stands.  HSA considers this matter closed.

I wanted to follow up with you following the visit from the contractor. It appears the issue with the AC unit was a poor installation job by the previous contractor [redacted] Services that HSA used. As I previously stated in my complaint I did not feel the AC was working optimally and I think this demonstrates that assessment was correct.Attached is the receipt from Advanced Air Mechanical. The leak is at the flange fitting where the new evaporator coil was installed by [redacted] Services. This is also the same area that required me to pay $475 out of pocket to install this. AA Mechanical stated this was an inflated price also as the same sheet metal work through them would have been no more than $250.HSA has repeated stated they are free to use any contractor they chose within their network. I believe they should be responsible for this in adequate service. I have now paid two $75 service charges, $475 for sheet metal work (inflated cost), and high electric cost as the unit was not running efficiently with a leak.  This matter is still outstanding as AA Mechanical is waiting for approval from HSA to proceed with the repair.I have also attached pictures of the current issue area, I have more pictures available if needed. Please let me know if you have any further questions.Thank you,[redacted]

October 4, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       Derrick E[redacted] & Anita C[redacted]; HSA Plan No. 3[redacted]; Revdex.com Complaint Case No....

            11732547   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 apologizes for the frustration the customers have experienced.  The customers’ active warranty plan is scheduled to expire on October 5, 2016.  On August 3, 2016, Mr. E[redacted] and Ms. C[redacted] elected to renew the warranty plan for another year of coverage.  A mistake was inadvertently made and the customers were billed for the warranty plan coverage after payment was received.  HSA has corrected this issue and the customers do not owe funds to HSA for the warranty plan that becomes effective on October 5, 2016.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       Kimberly T[redacted]      Customer and Regulatory Claim Resolution Specialist

The claim was overturned after HSA submitted their previous response to the Revdex.com.  The claim for the draft inducer motor has been approved and the vendor was notified of HSA overturning the denial.

HSA has dispatched a different vendor for a second opinion and the waive the deductible.  The vendor is Fast Response and this number ###-###-####.  If the homeowner does not hear from them, they shoud call the vendor directly to schedule the servce call.

After further review of the claim and the invoice that the homeowner provided, HSA is refunding the homeowner the full amount if $1848.12.  The check will be mailed out 8/5/15.

The HSA contract covers only the primary failure, which is the waste and overflow component part. In order to replace this, the existing piping is not compatible for the proper repairs to be done and needs to be replaced.  As the existing piping is not failing, this replacement piping is not...

covered per the terms and conditions on the contract.
Homeowner--$200 for parts and labor for the overflow pipe, $295 for parts and labor of approximately 4 feet of new piping that needs to be upgraded to PVC piping.
HSA-$130 for a flat rate for these repairs.

September
21, 2016
 
[redacted]
Revdex.com of Wisconsin
10019
W. Greenfield Ave
Milwaukee,
WI 53214
                       ...


RE:      Kristin [redacted]; Revdex.com Complaint ID No. 11709403;
HSA Reference No. [redacted]
           
Dear
[redacted]
 
Home
Security of America, Inc. (“HSA”) is in receipt of your letter dated September
13, 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. K[redacted]’s air conditioning claim.  On August 1, 2016, Ms. K[redacted] placed the service
request and HSA dispatched Budget A/C, Heating and Plumbing LLC to diagnose the
problem with the air conditioning system. 
On August 1, 2016, the technician reported that the line set was kinked
and the condenser was located too close to the home. The technician advised
that the failure was not normal wear and tear. 
Section A-1C of Ms. K[redacted]’s HSA plan states that HSA will provide home
protection coverage for authorized repair or replacement of component parts
mentioned as covered in accordance with the terms and conditions of this
contract that fail due to operational failure. HSA will cover loss so long as the
component parts become inoperative due to normal wear and tear.  Therefore, HSA rightfully denied the repair
of the air conditioning system.
 
Upon
further review HSA advised Ms. K[redacted] that the HSA plan coverage she purchased
covered for the repair of improper installations and HSA would overturn the
denial on the air conditioning claim. 
However, Budget A/C, Heating and Plumbing advised HSA that this failure
was not due to the installation of the air conditioning system and that the
failure was not normal wear and tear.
 
In
order to verify the diagnosis on August 8, 2016, HSA dispatched Sierra
Mechanical Service Inc. to run a second opinion service request.  On August 10, 2016, the technician with
Sierra Mechanical Service Inc. reported that the condenser was located too
close to the home and the suction line of the line set was twisted.  The technician advised HSA that the failure
did not occur as a result of the way the unit was installed.  Therefore, based on Section A-1C of the HSA plan
as mentioned above, the repair of the air conditioning claim was rightfully
denied.
 
However,
in order to amicably resolve this matter HSA is forwarding Ms. K[redacted] a check for
the HSA plan limit for the repair of improper installations in the amount of
$250.00. Section E-18 of Ms. K[redacted]’s HSA plan states that HSA will cover a
defect or mechanical failure of a system that was not properly installed,
modified and/or repaired, if the defect or mechanical failure would have
otherwise been covered. If the improper installation, modification or repair is
a code violation, coverage will be limited to $250.00 aggregate. Ms. K[redacted] will receive the check in the amount
of $250.00 in approximately ten to fourteen business days.
 
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]

[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]