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.
[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]

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.

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

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.

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]

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.

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]

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

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 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.

The first year price of the warranty is at a discounted rate then after it is the standard market rate. The price fluctuates due to various factors, a good way to think of it is similar to car insurance. The added cost of the coverage for the pool is also a factor on...

your coverage. If you still wish to cancel you would need to call in and speak to the retention department in order to cancel. Another way to cancel the renewal is by non-payment, at the time for your renewal if payment is not received within the first 10 days of the start of the contract term it will cancel the new warranty.

[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]

HSA has left messages with the homeowner's vendor...

on two different days with direct extension to call back to and they have not heard back yet.  As far as cancelling the contract, in some states there are state provisions that override HSA's cancellation policy.  However, the state of Ohio does not have any such provisions, so the contract is non-cancellable per terms and conditions of the contract.

On 7/6/15, HSA dispatched a different vendor and notified the homeowner of their information to set up a service call.  HSA is awaiting the vendor's diagnosis.

November 14, 2016 [redacted]Revdex.com of Wisconsin10019 W. Greenfield AveMilwaukee, WI 53214                        RE:      Gina M C[redacted]; Revdex.com Complaint...

ID No. 11812081; HSA Reference No. [redacted]
            Dear [redacted]
 Home Security of America, Inc. (“HSA”) is in receipt of your letter dated November 7, 2016, 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. C[redacted]’s refrigerator claim.  On September 11, 2015, Ms. C[redacted] placed the service request and HSA dispatched Crites Heating and Cooling to diagnose the problem with the refrigerator.  Crites Heating and Cooling reported to HSA that the refrigerator was not repairable and HSA approved the replacement of the refrigerator based on the terms of the HSA plan.  Section D-2 of Ms. C[redacted]’s HSA plan provides that replacement shall be with systems comparable in features, capacity and efficiency. HSA is not responsible for matching dimensions, color or brand.  On November 16, 2015, HSA offered the comparable replacement model available through our suppliers.  Ms. C[redacted] did not response to this offer until October 17, 2016.  HSA reoffered the model that was offered to Ms. C[redacted] on November 16, 2015.  On October 18, 2016, Ms. C[redacted] accepted the model and HSA ordered the new refrigerator.  However, on October 20, 2016, the new refrigerator was returned as it was too big to fit in the home and Ms. C[redacted] was charged a restocking fee. The HSA plan does not cover to match dimension as mention above. In order to resolve this matter HSA is forwarding Ms. C[redacted] with a check for HSA’s cost to replace the refrigerator less the restocking fee in the total amount of $772.77.  Ms. C[redacted] will receive the check in the amount of $772.77 in approximately ten to fourteen business days. Thank you for your consideration. Sincerely, HOME SECURITIES OF AMERICA, INC.  Marcy CodyCustomer & 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.
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]

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.

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

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]

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 given had nothing to do with my complaint. I was never attempting to use an outside contractor on the claim. I was not comfortable with the vendor in which HSA recommended based on my initial contact with their responses to question I presented to them while setting up the appointment. I was told that I had no choice in whom I allowed to come to my home.]
Regards,
[redacted]