Home Security of America, Inc.

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,
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

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

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.

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

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.

September 12, 2016         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No. 39 0001534207; 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 air conditioning issue.  On June 5, 2016, service was requested through HSA’s website for the air conditioning system and the request was dispatched to Quality Air HVAC, L.L.C. to diagnose the issue.  Quality Air reported to HSA that the ductwork was working properly with no mechanical failure but that the customer had requested that the technician clean the ducts.  Section F-8 of the warranty plan states that coverage does not apply to normal maintenance, cleaning, or adjustments.  The customer is responsible for providing maintenance and cleaning of covered items.    A trade call deductible is rightfully due from customers for every trade call request, in accordance with Section D-3 of the warranty plan.  In order to amicably resolve this matter, although not liable to do so, HSA will reimburse the trade call deductible in the amount of $75 to [redacted].  The customer will receive this reimbursement by check in approximately thirty days.    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 personally talked to the owner of Air Pro, [redacted], and he stated he does not charge $185.  What makes less sense is if I go with Air Pro I get more money towards a new furnace.  [redacted] stated to me HSA was giving him $617 if I took the cash out upturn for an upgraded furnace.  I think it's ridiculous that is what they are saying what is charged.  No HVAC company around here charges $185 to check a furnace.  I already had an HVAC guy check it so instead of allowing my HVAC guy writing it up and sending his pictures and work in they Bully you into using AirPro.  So after paying for my HVAC guy I hired to inspect my furnace and then paying a deductible I get $300 for furnace.  This is a waste of people's money in buying these warranties.  I would like an actual bill for AirPro because the one they gave says $75.  If one will not be produced with the $185 they are stating it cost I will be filing a report with the Attorney Generals Officer.
Regards,
[redacted]

[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.

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]
 
 On 4 June 2015 I received a called from your associate stating they needed 800 dollars from me to proceed with the work.I require a detailed itemized statement of work. To include cost of labor. No consideration for payment will be made without me receiving a detailed itemized scope of work. I want a detailed reason as to the modification to my system. I will not consent to any modifications unless it is required by the manufacturer. This is my property and I do not give consent to any modification without my approval. again, I am requesting a detailed itemized quote of scope of work. What portion is HSA covering? [redacted]

HSA apologizes for the long hold time the homeowner experienced.  On 8/26/15, the homeowner chose the cash out option on both claims.  HSA would need a copy of the paid receipts to process the reimbursement.  The receipts can be faxed to ###-###-#### or emailed to...

[redacted].

HSA is not able to offer any coverage on the ductwork failures. The failures were reported by a non affiliated HSA vendor to not be a normal wear and tear failure.  HSA considers this matter closed.
Thank you

December 12, 2016         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No. 11 [redacted]6; 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.   In accordance with my correspondence to [redacted] dated December 8, 2016, HSA has reviewed the invoice provided by the customer for the replacement of the thermostat and has agreed to reimburse the customer in the amount of $323.81 for this repair.  The customer will receive this reimbursement by check in approximately seven to ten 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]

September 16, 2016
 
[redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 53214
 
RE:          [redacted] &
[redacted], Revdex.com Case ID No. [redacted]; 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 forwarded to me for review and response.
 
HSA authorized the replacement of Mr. and Mrs. [redacted]’s
dishwasher.  Section D-2 of the HSA plan
provides that replacements shall be with systems comparable in features,
capacity, and efficiency; HSA is not responsible for matching dimensions,
color, or brand.  Section F-9 states that
secondary damage, consequential damage or any damage caused by or resulting
from the failure or malfunction of covered or non-covered “Component Parts”.
Any damage resulting from the actual repair or replacement itself. Conditions
beyond our control including delays in obtaining parts, relocation of equipment
or labor difficulties including, but not limited to, additional costs
associated with repair or replacement of a covered mechanical system due to
space restrictions or location of the covered equipment. Any damage alleged to
be caused directly or indirectly by the services or the timeliness of the
services provided by us.   Section F-12
provides that cosmetic repairs and non-operational failures including, but not
limited to, finishes, cabinetry, panels, trim, buttons, chipping, dents, or
scratches are not covered.  HSA denies
any liability with respect to any damages Mr. and Mrs. [redacted] have incurred.  HSA does apologize for Mr. and Mrs. [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 warranty was purchased by the seller of the home for the buyer. The warranty is non-cancellable in Ohio. The billing is for something the seller purchased as an add on to the warranty but then underpaid for. The billing goes to all contacts on the property. To resolve this matter the home owner...

would need to contact their real estate agent to reach out to the seller to settle the balance due.

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.
I am very much in agreement with the proposed resolution BUT… I keep sending a copy of the invoice and asking for confirmation that they are receiving it – and no one will reply.  Not sure how to proceed at this point. Thanks
Regards,
[redacted]

The customer had filed a claim indicating they had an issue with their drain lines.  The technician reported to HSA that the heating system had a condensate drain line that went into the concrete slab. The customer had a humidifier installed and a clear tube went into the heating system...

condensate drain line into the ground.  This cause of failure is due to improper installation of the humidifier tubing.  The contract does not cover for these types of issues but only failures due to normal wear and tear. HSA is unable to assist for any coverage at this time.  Thank you.

I apologize for the difficulties you've endured through the claim process. With some appliance claims it is really difficult to gauge how long it may take for a repair to be completed, due to the need of sourcing parts and then sometimes they have to come from the manufacturer. Your refrigerator...

happens to be a Sub Zero, a high end refrigerator that cost several thousand dollars, that had sealed system failures. Once the parts were ordered we found the tech that was originally assigned had recommended someone more familiar with your refrigerator brand complete the repairs, as the repairs needed to the sealed system were extensive. When you contacted in, at the similar time that the vendor realized they weren't confident in completing the repairs, we had offered you $75 towards purchasing a mini-fridge or temporary fridge because you had told us you had food stored in ice bags around your kitchen as you stated in your complaint as well. On (8/03/2016) you contacted in and you were offered the aggregate ($3000) that the warranty allows to pay out towards the replacement of a premium or professional series appliance. At that time you opted to use your own company for repairs, moving forward with the claim in that direction. We had approved you to have the repairs completed with your vendor. Since then, the reimbursement shows it was accepted today (8/25/2016) and should be received by you in the mail in an unmarked Service Master envelope within the timeframe you were given (21-30 business days) from the time the invoice was sent in.

The claim was denied due to the pipe was corroded shut and could not be routed.  Per the terms and conditions of the contract, HSA does not cover to cut out the pipe where the clog is and replace the line.  The contract states, under Interior Plumbing : COVERED: leaks and breaks of...

water supply lines, gas lines, drain and waste lines, polybutylene piping;?? drain line routing with rotary machinery ???(excludes camera diagnosis and hydro-jetting to clear the line) through an accessible cleanout, ptrap,? drain or overflow access points; pressure regulators, wax ring seals; toilet fixture and water tank (replaced with builder’s standard as necessary); parts within the toilet tank, in-line shut-off valves, risers leading into: sinks, tubs and toilet.  Since the water line could not be routed to clear the pipe and the pipe that was corroded shut had to be cut out, the claim is denied.??????????

October 31, 2016
 
[redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 53214
 
RE:          [redacted], Revdex.com
Case ID No. [redacted]; HSA Reference No. 185639782
 
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.
 
[redacted] cancelled his HSA plan and was reimbursed in the
amount of $381.76 for the paid contract fees according to the provisions of the
plan.  The HSA plan is considered to be
null and void and Mr. [redacted]’s reimbursement request for the replacement of his
oven has been denied.
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
[redacted]
Customer and Regulatory Claim Resolution Specialist