Home Security of America, Inc.

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 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]

[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 [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]

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

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]

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.

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.

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]

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

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]

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

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]

[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]

[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]

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.

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.

HSA is waiting for the diagnosis from the vendor.  The homeowner can send in a copy of a paid receipt for the first vendor and HSA will reimburse the homeowner the amount over the $75 deductible.

After further review of the claim, HSA did not offer coverage on the failure as it was due to improper installation and the home inspection prior to the contract inforce date indicated the system did not work properly.The contract covers for normal wear & tear failures and all failures must happen after the contract has started.  The customer was made aware that HSA cannot offer coverage on the failures.  Thank you