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.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]

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

I apologize for your disappointing experience with our vendor, they have been marked to not be dispatched for you going forward. I see we have offered a waived service fee for any future claims placed with HSA. As well it was documented that you resolved the issue with the system at this time, if...

you are still having problems make us aware and we will send another company out.

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

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 didn't refuse' I informed agent that it was said to me by companies I have contact in the past they dont wants to deal with HSA becuase slow or no pay (the last company I found for work refused unless HSA paid by credit card they did honor that request after multiple times calling into HSA office complaining to several different agent/supervisors. I was told to pay out of pocket and I refused to pay out of pocket then wait for 21-30 days for my money to be returned. I still have not been contact back by HSA. This problem has been going on almost a year now.
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 contract has a maximum aggregate amount coverable for the water heater/ boiler system of up to $1500.00 for the coverable items.  HSA has not received any diagnosis from a licensed professional or have we received any copies of any invoices.  If the customer can have the vendor call...

###-###-#### we would be happy to speak to the technician for approval.

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.

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.

November 4, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] & [redacted]; HSA Plan No. 184711312; 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.   HSA apologizes for the frustration Mr. and Mrs. [redacted] have experienced.  I have reviewed HSA’s records with regard to the water heater issue.  On August 11, 2016, service was requested for the water heater and the request was dispatched to All Around Plumbing & Appliance, L.L.C. to diagnose the issue.  On September 1, 2016, All Around Plumbing reported to HSA that the technician was not able to diagnose the failure.  Therefore, the service request was transferred to Wilkes Plumbing, Inc.    On September 14, 2016, Wilkes Plumbing reported to HSA that the customers were not available to allow the technician access to the home at the scheduled appointment time.  Therefore, the service request was transferred to Ebhardt Plumbing, Inc.  On September 22, 2016, Ebhardt Plumbing reported to AHS that the gas valve and ignition assembly in the water heater needed to be replaced.  HSA authorized the technician to complete the repair and the necessary parts were ordered.  Section F-9 of the warranty plan states that coverage does not apply to conditions beyond HSA’s control, including delays in obtaining parts.    A trade call fee is rightfully due from customers for every trade call request, in accordance with Section D-3 of the warranty plan.  Ebhardt Plumbing has reported to HSA that they have received the parts and have contacted Mr. and Mrs. [redacted], but that the customers have not yet scheduled an appointment to complete the repair.  Mr. and Mrs. [redacted] may contact Ebhardt Plumbing at 920-994-9203 to discuss scheduling and payment of the trade service fee.    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: 901-597-0430 Email: [email protected]

Due to the homeowner attempting to fix the failure themselves, further damage to the unit was done.  The vendor cannot determine the cause of the original failure due the extent of the damage per homeowner's repair.  The denial on this claim stands.

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!

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]

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

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

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.

HSA will contact the homeowner to obtain the vendor information and call them directly to get the diagnosis of the failure to determine coverage.

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.

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]

HSA is setting up a claim for a potential recall and will waive the deductible to find out what the failure with this heat pump.  The vendor will contact the homeowner to schedule the service call.