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.
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]

I wanted to follow-up on the complaint I filed regarding Home Security of America, Inc. (HSA). Your message yesterday advised that if I have further contact with them that I inform you.Today, my wife spoke to HSA and they explained to her that the company they hired to check our AC did not turn in a...

diagnosis. They had previously told us that they had to give the company 24 hours to turn in a diagnosis. According to this, they broke the 24 hour reporting requirement. The HSA staff on the phone said that they have put a notice to a 3rd party company - "contract relations"-to get the diagnosis in. Because this HSA staff just requested the diagnosis, she said we have to wait until Tuesday for feedback since they won't see the request until Monday.We feel that this is further proof of the unprofessionalism of this company. Thanks for your time and we hope to resolve this matter soon.Thanks,Mitchell [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.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.
[To assist us in bringing this [redacted]er to a close, we would like to know your view on the [redacted]er.]
To whom this may concern,I did not have voice mail on my phone at the time YOU or whom ever says they left me a message is a lie. If you have any documentation supporting any of your contacts made via email, voice mail etc... I suggest you get them together  I have emails that were sent to you with a delivery status that you received them with no answers back to ME THE CUSTOMER! It is not my job to consult with your vendor as I have asked many times for you to hire another vendor on your list because he is inadequate to responding in a timely manner. As of Friday this week you shall hear from my attorney and proceed to small claims court for reimbursement for damages to the interior of my home due to humidity levels, window units purchased, high electric bills, monies owed for violating your contract and lack of customer service. This will also be addressed to the vendor since the two of you pointed fingers at each other during this whole ordeal.    
Regardsd,
[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.  However, it should be noted that HSA has not explained how they will improve their performance. Two hours on hold, especially during an anticipated peak time when appropriate staffing/systems decisions could have been made in advance, is not acceptable.
Regards,
[redacted]

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

The first vendor reported that both condensing units fell to the ground due improper installation of the mounting wall supports and one unit was damaged due to rodents chewing on the wires.  The claims were denied as preexisting conditions as the technician stated the...

failures occurred prior to the inception of the contract, which is 10/14/14.  HSA is reaching out the second opinion vendor to obtain the diagnosis and will contact the homeowner once they receive the information.

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.

For this claim a second opinion was sent after the inspection was provided, the denial overturned, and HSA covered to replace the stems on the failing faucet.

[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]

[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.
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]

January 27, 2017         Stacy [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       Tom & Mechelle [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 plumbing issue.  On December 27, 2016, service was requested for a water heater and the request was dispatched to ARS to diagnose the issue.  On January 2, 2017, ARS reported to HSA that the main shut off valve to the home was leaking due to a force other than normal wear and tear and that the valve needed to be relocated.  Section A-1-C of the warranty plan states that HSA will provide home protection coverage for authorized repair or replacement of component parts that fail due to operation failure.  HSA will cover loss so long as the component parts become inoperative due to normal wear and tear.  Based on the terms of the warranty plan and the diagnosis provided to HSA by ARS, coverage to repair the shut off valve was denied.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.     Kimberly [redacted]      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 Fax: 901-597-0430 Email: [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.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]

January 19, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI...

53214                                     �...⇄                             RE:      Joel S[redacted]; Revdex.com Complaint ID No. 11932529; HSA Reference No. [redacted]                         Dear Ms. Juedes:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated January 12, 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. S[redacted]’s water heater claim.  On November 22, 2016, Mr. S[redacted] placed the service request and HSA dispatched Carolina Plumbing Company to diagnose the problem with the water heater.  HSA found that Carolina Plumbing Company was scheduling service appointments outside of HSA’s guidelines and HSA should have transferred the service call to another HSA authorized service contractor.   HSA has no record of offering Mr. S[redacted] the opportunity to use the service contractor of his choosing to run the call and declined to reimburse the cost Mr. S[redacted] incurred to replace the water heater.  However, upon further review and in order to amicably resolve this matter HSA is reimbursing Mr. S[redacted] the HSA plan limit of $1,500.00 for the replacement of the water heater.  Mr. S[redacted] will receive the check in the amount of $1,500.00 in approximately ten to fourteen business days. HSA does apologize for Mr. S[redacted]’s frustration regarding the matter.                                       Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     Marcy Cody Customer & Regulatory Claim Resolution Specialist

HSA apologizes for the customers experience in the claim process.  HSA has dispatched an alternate vendor to assist the customer in getting resolution on the dryer claim.  HSA has waived the service call trade fee for the next vendors service call visit.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I do not accept this response nor will I waste any more time with this company.  A class action lawsuit should be filed against this company because of their unethical and unsavory practices. November 8 th I will not renew. I hope [redacted] of this company reviews the policies and procedures so that many other customers who are dissatisfied will regain confidence in this company.  I seriously doubt it since they work very hard not to reimburse you. I contend that I am owed $310.00. I did not receive a notice in the decrease. I will deposit the check and chalk it up to the worst experience with HSA and I will not be giving any referrals. Good luck to HSA on cheating the next consumer.
Regards,
[redacted]

As previously stated-HSA does not offer coverage in services pertaining to, Cameraing of the line, the pulling/resetting of the toilet and use of any line location equipment are not covered under the HSA contract. HSA has approved the routing of the line in the amount of $205.50 per the terms and conditions of the contract.HSA apologizes for the inconvenience the homeowner experienced. The technician's time trying to locate a cleanout, installing a cleanout and camaraing are not covered under the contract as stated on page 5, under Interior Plumbing: NOT COVERED: ejector/lift pumps; hose bibbs, faucets, shower heads and their respective assemblies including valves for shower/tub diverter, trip levers, tub stopper assembly and sink pop-up assembly; basket strainers, shower base pans, shower enclosures or doors, sinks, tubs, drain tile/French drains, sprinkler systems; water well or septic systems and components; water softener, water filter/purifier, bidets, failures due to salt, mineral beds or deposits; caulking, grouting, or tiles; lines or parts lying within an unheated area; drain line stoppages caused by roots; HSA is not responsible for installing a clean-out or pulling/re-setting a toilet to access a drain line stoppage; routing through roof vents is not covered. HSA also waived the $75 deductible as a service gesture.HSA also reimbursed the homeowner above and beyond the emergency rate for 1 hour of labor at their vendors costs as a gesture as well.  At this time HSA considers the matter closed.

HSA is reimbursing the homeowner the $100 deductible and the check will be mailed out tomorrow, 4/3/15.