Home Security of America, Inc.

A supervisor will be contracting the homeowner for additional information

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]

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]

I apologize for our hold times, we are especially busy during a/c season, but reducing hold times is something we always work to improve. I see that [redacted] did replace the indoor part of your a/c system and I'm sure they'll be happy to rectify any issues that occurred after or from the install. The...

system shows you do have a recall for them to come back out and check the system again. Of course let us know if there's anything further that you need assistance with.

If the homeowner would like HSA to review the claim, they can have their technician call HSA at ###-###-#### to speak with an authorization associate to give HSA the diagnosis of the failure to the motor.  HSA would adjust to the affiliated vendor's pricing for the same repair on an...

approved claim.

January 9, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:     ...

Wayne F C[redacted]; Revdex.com Complaint ID No. 11904804; HSA Reference No. [redacted]                         Dear [redacted]   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated January 3, 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. C[redacted]’s heat pump system.  On November 14, 2016, Mr. C[redacted] placed the service request and HSA dispatched Southern Comfort HVAC Inc. to diagnose the problem with the heat pump system.  The technician advised HSA that there might be poor air flow due to the ducting design to the home; however, no mechanical failure was found on the heat pump system on November 22, 2016.  Therefore, no repair was rightfully authorized under the HSA plan.   On December 30, 2016, Mr. C[redacted] advised HSA that he was still having a problem with the heat pump system.  Section D-3 of Mr. C[redacted]’s HSA plan provides that if service work performed under this contract should fail, then HSA will make the necessary repairs without an additional deductible for a period of 90 days on parts and 30 days on labor. Therefore, the service call completed on November 22, 2016 is outside of the 30 day service recall period under the HSA plan and a new service request with a new trade service call fee is rightfully due from Mr. C[redacted].   On December 30, 2016, HSA dispatched Southern Comfort HVAC Inc. to run the new service request.  HSA’s records indicate that Southern Comfort HVAC completed the repair of the heat pump system on January 7, 2017.  Therefore, it appears this matter has been resolved.                                       Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     Marcy Cody 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.  However, the person who wrote this letter was not the individual (David R.) who actually quoted me the cost for the blower, which we were just going to place, however they did have to totally remove the furnace to do so as was situated in a place where he could not even gain access to the blower, which he said was very hot and smoking to touch.  He was the one who said the only option due to this was to replace the furnace because of lack of access and place the door opening on the other side. My concern is if they were able to just replace the blower, then false information was given and you can have C&C fight it out with HSA.  HSA has 24 hour service and it is listed in their advertisement.  That is why for 10 years I have had this warranty.  They in no way cared nor wanted to help my family in below zero temperatures, the customer service agents were rude and I am prepared to fight legally as I have mentioned if need be.
Regards,
[redacted]

As stated previously, HSA has refunded the $265 to the homeowner and the check was mailed out on 6/15/16.  Check #[redacted].  HSA considers this matter closed.

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

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]

[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 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.

As previously stated on 2/15/2016, HSA is unable to offer coverage on the claim.  The customer has requested their contract to be cancelled and HSA has cancelled as of 1-25-16.  A cancellation letter has been sent to the customer for them to sign and send back to HSA to receive their$159.00 refund.  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.The outlets and garage door opener on the DETACHED garage are not on separate electrical systems. They are ATTACHED to the OVERALL circuit breaker in the house which technically is underground. Company states that they don't cover electrical outside the home although they fixed an outlet on the front of the house which is OUTSIDE  the home and and they cover the electrical on the HVAC unit which is OUTSIDE THE HOME. There is NO statement in the agreement that says it DOESN'T cover underground wiring except when it applies to electrical for an outside pool. At this time, the company is not covering the garage. It is inoperable. I cannot secure my garage when leaving. I am paying for partial service. Most of the house with detached garage have UNDERGROUND wiring for safety purposes. I am asking this company to me meet halfway by uncovering the necessary wiring that runs from my house AT MY COST and approve this to be fixed, refund a portion of what I have been paying on this agreement or refund money that has been paid since this is not COMPLETE coverage. I have never heard of PARTIAL coverage. 
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.
It seems not believable to me that the business claims an unsupported value for this repair of $190 and furthermore that it only would have cost them 65% ($125) of that. The real value of that repair is $225 (which is what I actually paid). So, the discrepancy between what they claim it should have cost ($125) and what I paid ($225) is 80%. No viable business (and I consider my contractor to be one) can sustain in the market if they generally charge 80% over other businesses. Hence, HSA's numbers are skewed toward a lower reimbursement without having to supply roof of their numbers. Therefore, I reject their answer.
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.]
Regards,
[redacted]

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.

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 doesn't actually address my complaint. To briefly summarize my previous message, HSA promised to schedule a an appointment with a contractor for a particular day. A week later when the contractor was supposed to come to my house, he didn't come. I called HSA to ask why and they said they had failed to schedule the appointment (this is not the first time this has happened). This is a breach of our contract which states that HSA will schedule the appointment within 48 hours of the service request. I therefore requested a refund of my service fee ($105.50).The issue with the contractor claiming that I had not paid a service fee is an entirely different issue. I have already sent proof of payment to HSA.
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.
A detailed receipt was faxed to HSA for the pool in May. Can they provide me with a contact and I will fax the receipt to them again.
Regards,
[redacted]