Home Security of America, Inc.

The water heater was approved for replacement on 8/9 and the homeowner was contacted with the information regarding the replacement. If there's any further assistance needed please don't hesitate to let us know! Thanks!

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

HSA apologizes for the customers claims experience.  A manual form is a special process needed to get the payment expedited back to the customer. 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.] April, 23, 2016Dear Sirs,Anyone can say they mailed a large check like that but I want proof.  I insist on seeing some type of tracking on that check to see if it was indeed mailed.  It it now 23 days later since they claimed they mailed it, and I still have not received it.  I'm wondering if it was mailed.  I am very disgusted with this company, the way they handle their  business.  I insist on seeing something that shows it was mailed out.  What service was it mailed from?  If I don't have it within the next couple of days, I would like them to put a stop payment on that check and have it either directly deposited in my account or sent again certified.Please respond.   Thank you, [redacted]  
Regards,
[redacted]

HSA is having an associate call the vendor for the needed information and will contact the homeowner to advise on status of the claim.

HSA apologizes for the first service provider cancelling the appointments.  HSA will waive the deductible for the second service provider to come evaluate the failure and the service provider has been notified to not collect the deductible from 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] the water heater was the second claim the replacement of the 27 year old air conditioning unit that was the first claim has been shoved into a trash can some where which was called in to them on 6/19/ 2015. which the unit and the original diagnosis was faxed to them on the 6/22 2015.  this company has the worst personnel. there should have been records of all the times I have called trying to find out about these claims.

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.HSA still says that this a "new" component failure.  The upstairs System did not work prior to purchase... the upstairs unit is supposedly fixed in July 2015.  Upon my arrival closing on the house July 31, 2015, the upstairs unit is not fixed nor working.  #1 issue... 2nd time HSA has been called to have upstairs unit fixed.  (Ice Cube Air now has collected a $75.00 "co-pay" twice)#2 issue... The connection to the Compressor would not have required any "modifications" or new copper line work if a [redacted] Compressor similar to the one that the were replacing was used.  HSA's choice of replacement compressor was the cause of the copper line "modifications." HSA's mention of modifications refer to things NOT covered in their standard inclusions.  HSA's inclusion of Air Conditioning "Line-Sets" within their warranty does not identify that if is only for "new" line sets and not for new copper tubing due to changes in equipment.  Again I state... By wording of their Home Warranty... this work should be covered.  It is HSA's "default' to indicate this work falls under uncovered "Modifications" rather than paying for what they should pay for.
Regards,
[redacted]

The reimbursement check was mailed out to the property address on 5/4/15.  HSA is sending over to accounting to verify if the check has been cashed and if not, we reissue the check.

[redacted] is typically known to have a better service history with HSA, but as it is you still need a vendor to address your issue within the home I have assigned you another vendor. The company is AAA Flexible Pipe Cleaning Corp. and their phone number is ####-###-####. A second deductible will not be...

due. Going forward, it is procedure that once a company is out that you are required to let them complete the repair or another tech can be sent from the same vendor. As a diagnosis was not made I am transferring this for you.

The claim is approved for the replacement of the compressor and currently the purchasing department is researching part availability.  Once the part has been located, the vendor will be notified of the next step.

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.

The check was finally received but the Revdex.com was unable to help.  I had to file a complaint through another representative who was responsible for getting my check back.  I was very unhappy with the company involved and how they responded to my complaints, but you can close this case.

HSA apologizes for the customers delay.  If the customer could attach a pdf copy of their paid receipts for further review. a supervisor will review and contact the customer in regards to the claims reimbursement.  Thank you

April 21, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:     ...

[redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 196849692                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated April 18, 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 Ms. [redacted]’s refrigerator.  On August 24, 2017, Ms. [redacted] placed the service request and HSA dispatched Appliance Protection LLC to diagnose the problem with the refrigerator.  HSA’s records indicate that the repair was completed on or around September 15, 2016.   On November 20, 2016, Ms. [redacted] placed a new service request and HSA dispatched Appliance Protection LLC to diagnose the problem with the refrigerator and it’s ice maker.  HSA’s records indicate that the repair was completed on or around December 5, 2016.   On January 14, 2017, Ms. [redacted] placed a service request for the ice maker and HSA dispatched Moonstar Appliance LLC to diagnose the problem with the ice maker for the refrigerator.  HSA’s records indicate that the technician replaced the motor, water tube, ice door and spigot for the ice maker on or around February 1, 2017.   On February 8, 2017, Ms. [redacted] advised HSA that she was still having a problem with the ice maker and HSA dispatched Moonstar Appliance LLC to run the service recall.  HSA’s records indicate that the service recall repair was completed on or around February 10, 2017.   On March 3, 2017, Ms. [redacted] advised HSA that she was still having a problem with the ice maker and HSA dispatched Moonstar Appliance LLC to run the service recall.  HSA’s records indicates that the technician replaced two inlet valves on or around March 21, 2017.   On April 11, 2017, Ms. [redacted] again advised HSA that she was still having a problem with the refrigerator and HSA dispatched Moonstar Appliance LLC to run the service recall.  On April 14, 2017, the technician reported to HSA that the two control boards shorted due to normal wear and tear.  The parts were ordered through HSA’s supplier. Once Moonstar Appliance LLC receives the two control boards they will contact Ms. [redacted] to schedule the service appointment to complete the repair of the refrigerator.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

April 21, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. 12106845; HSA Reference No. [redacted]   Dear [redacted]:   Home Security of...

America (“HSA”) is in receipt of your letter advising of the above referenced complaint.  Your letter has been for[redacted]ed to me for review and response.   On April 3, 2017, Mr. [redacted] placed an automated service request for pool electrical that was not working and Aqua-Brite of Florida, Inc. was dispatched to diagnose any problems.  Section D-3 of the HSA plan provides that a $100.00 trade service call fee is due for each trade service request submitted to HSA.  On April 4th, the service contractor reported to HSA that the salt system power center had failed and needed to be replaced.  It was also reported that there are two parts of a salt cell, the cell and the power center; and that the power center serves no other purpose than to power the salt cell.  Unfortunately, salt cells and/or their components are not listed as a covered item under the pool coverage in Section E-16.  Section F-19 provides that HSA does not cover items not listed as covered.  Therefore, the claim was denied.  HSA does apologize for Mr. [redacted]’s frustration regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

The technician reported that the ductwork would need to be insulated to stop the condensation.  HSA contract per section E, number 5. Heating: Not Covered: ????????collector box, coal and wood burning equipment, chimneys, fireplaces, flue liners, systems with compressors larger than???????????? five tons; oil storage tanks, free standing or portable space heaters, heat or energy recovery units; air cleaners/filters, condensate line clearing, crane charges, heat lamps, filters, registers, grills, insulation, improperly sized ductwork. Adding insulation is not covered under the contract, even with the 7 star upgrade.

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.
Since I myself have to pay for the test that HSA has approved and HSA refuses to tell me how much of a new system I will be financially liable for (assuming either a 3,4 or 5 ton unit), I cannot spend any more money.I've already paid their 1st repairman $400 for a unit that is not working. They want another $75 for the second inspection that they promised would be free and an additional $250 for a test on a unit that I may most likely have to pay for myself (since they refuse to give any information on that regard).Their own technician at Carolina Air Heating and Cooling admitted to me that HSA does not approve major repairs for 10 year old units, where less than one year of time on the warranty has passed........and we have a one year warranty.My complaint has not been resolved in any way.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,
Richard Kirkpatrick Because
of a heart condition I depend on electricity for survival so I had
the gas leak fixed and the generator turned back on at my expense.
So the matter is resolved. Your contract may cover gas leaks but it
matters where the gas leak is located This company is evasive and
non responsive to all of their customers. They have literally
hundreds of complaints on file with the Revdex.com. Most reliable companies
allow dissatisfied customers to cancel contracts for service with at
least a pro rated refund. I hope if I have another problem with my
house it will not cause such a moral dilemma for this company

September 12, 2016
 
[redacted]
Revdex.com of
Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 53214
 
RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 188184192
 
Dear [redacted]...

[redacted]:
 
Home Security of America
(“HSA”) is in receipt of your correspondence advising of the above referenced
complaint.  Your correspondence has been
forwarded to me for review and response.
 
On August 29, 2016, Ms. [redacted]
placed a service request for a pool pump that was not working and Affordable
Pool, Spa, & Tanning Services was dispatched to diagnose any problems. The
service contractor reported to HSA that there was no power going to the pool
pump and an electrician was needed.  AHS
then dispatched Ermo, Inc. to diagnose any electrical issues.  However, it appears that Ms. [redacted] then cancelled
the service request and hired an outside company to complete the electrical
repairs.  HSA does not reimburse for
services performed without its prior approval. 
Section D-3 of the HSA plan specifically states that you are obligated
to pay the trade call fee for each trade call submitted.  Please be advised that the trade service fee
is due for all calls dispatched, including calls where coverage is (in whole or
in part) granted, excluded, limited, or denied. 
Therefore, a $100.00 trade service call fee was due from Ms. [redacted] at
the time of service.  However, in an
attempt to amicably resolve this matter, even though not liable to do so, HSA
will reimburse the trade service call fee that was due.  Ms. [redacted] can expect to receive a check in
the amount of $100.00 in approximately 21-28 business days.  Therefore, it appears that this matter has
been resolved and HSA will be closing its file. 
HSA does apologize for Ms. [redacted]’s frustration regarding this matter.
 
Thank you for your
consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
[redacted]
Customer and Regulatory Claim
Resolution Specialist