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.This is the first time that they have talked about a maximum coverage of 1500.00 and even then they haven't covered that value. They refunded me 75.00 which is obviously way below their coverage limit. I have called multiple times and every time the associate has hung up after telling them about  my situation. I have faxed over all the invoices to HSA from the licensed professional HSA recommended to me. Attached is the copies of the invoices received from two of the professionalsRegards,[redacted]

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

As previously stated all failures are unrelated to each other and the claim has been approved for repairs.  As a service gesture HSA would like to refund the customer back their $ 75.00 deductible. This will be payable on 01/19/2016.  Thank you.

I apologize for the long hold times, we try to reduce these as much as possible during our peak season of claims being reported. In addition, the deductible will be refunded to you as the tech/vendor created undue delay by not reporting the diagnosis in a timely manner.

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 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 has approved the drain line routing in the amount of $205.50 and the reimbursement check will be mailed out tomorrow.  HSA also waived the $75 deductible.

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.

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]

Better Business...

Bureau:
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.]HSA was contacted August 2014 when the system was not able to cool the home. At that time a vendor, [redacted], was called out and found the system had no Freon. Freon was added to the system, however, no additional inspection was done to understand why the system had no Freon.Summer 2015 and the system again cannot cool the home and is found without Freon. The original inspection this year was of both inside and outside, and HSA has already been made aware of this based on my prior conversations with them (at which time they were supposed to contact vendor and discuss the wiring issue).  HSA was also made aware that there were sparks coming from the unit.  Just like in August 2014, HSA is not concerned with the total repair.  They want to replace the evaporator coil in the furnace, which has the leak.  This is only part of the problem.  It is unacceptable to not fix the entire situation.  The fact that the wiring was fried indicates that there is a potential problem with the compressor.   Owner is requesting repairs be made to the entire unit.  Owner is focused on total repair - making sure it does not leak, all wiring is correct and total unit functions appropriately.  This is HSA's second chance to fix the same problem  It is unacceptable to only focus on one aspect.  Had HSA been concerned about the total units functionality, this issue would have been fixed last year, and I would have spent the last 6 weeks enjoying AC.The fact that the system has run low on Freon it causes the compressor to run harder.   The compressor heats up and puts metal into the compressor line.  If this has happened the whole unit needs to be flushed and that assumes that the compressor is even any good.  The compressor will need to be tested and if it does not work right, it will need to be replaced.  otherwise you will run the risk of sending pieces of metal through the compressor line and potentially ruining the new coil if this has happened.  Since the compressor is sealed, we will not know this answer until Wednesday.  If it does not produce enough pressure at that time, the compressor will need replaced.  Owner requests:1.  All phone communication needs to be conducted with my fiancé, [redacted] at ###-###-####.  She is listed as a contact for both HSA and [redacted] (vendor).  [redacted] and a private third party representative (Jim) will be present at the home for observation, problem solving and real time resolution management during [redacted]'s Wednesday appointment.  Home owner is requesting [redacted] or another A rated Revdex.com company to be present on site to validate work.2.  The following issues need to be addressed, including but not limited to: replacing the coil,  inspection of the wiring and discussion with Jim on the wire's condition, inspection of the capacitor/relay, filter put into the compressor line to reduce metal from reaching and potentially damaging the coil, tests of the system to verify the compressors functionality, and observation of the system holistically to ensure functionality throughout.3.  Vendor must contact HSA with [redacted] and Jim present after repair and assessment to discuss any further repairs.  Any additional repairs required must be approved by HSA during that phone call.  Request for a specific representative to be made available to home owner to ensure this issue is expedited.
Regards,
[redacted]

I never heard back after submitting this. Please let me know the status of your review.TomFrom: Thomas [redacted] <f[redacted]>To: "[redacted]" <[redacted]>; Stacy [redacted] <[redacted]> Sent: Friday, February 3, 2017 3:26 PMSubject: Claim reviewKimberly [redacted],Please see attached invoice for repair to water valve that ARS repaired. Regards,Tom [redacted]From Revdex.com Correspondance:RE:       Tom & Mechelle [redacted]; HSA Plan No. [redacted]; Revdex.com Complaint Case No. 1[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. My previous correspondence accurately stated the information in HSA’s records, as well as HSA’s position.  In order to amicably resolve this matter, although not liable to do so, HSA agrees to review an invoice for the repair of the shut off valve completed at the customers’ request.  The requested information may be forwarded to me by email at [redacted] or by facsimile at 901-597-0430.  When I have received and reviewed the requested information, I will further advise the customers of HSA’s position.    Thank you for your consideration. Sincerely, HOME SECURITY OF AMERICA, INC.  Kimberly [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.I emailed all receipts on two different occasions to the managers. They do have the receipts this is another delay tactic that they have employed from the beginning of the process I have called and emailed MULTIPLE times about this and can't even get a return phone call for them to act like this is the issue is disingenuous. [redacted]
[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.
I'm not sure how to respond.  I stated already that the matter was not resolved.  They paid the deductible owed but not the portion of the bill they were responsible for. What are my next steps? This is several hundred dollars.  Thanks for your help.
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]

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.

HSA ordered the correct style and tonnage, however the height with this compressor to too tall to fit in the unit.  HSA has contacted the vendor to assist in supplying the part as this will be a quicker remedy to this issue.

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 day I received the response from HSA my fiancé called the number provided.  He waited for over an hour on hold to be told that the representative he talked to named Dante had no knowledge that we were offered a replacement fridge.  I sent the below email to the representative as Dante requested.  We have not been contacted by phone or by email.  This is getting ridiculous.  All we want is HSA to follow their word and to actually do what they say they will do.  I sent the below email to the addresses [redacted] and [redacted].  This has been the most frustrating process I have ever experienced.  This is not good customer service what so ever.To Whom It May Concern: We received the attached from your company as a response to a Revdex.com complaint filed 8/26/2016.  When my fiancé, [redacted], called earlier today, he waited for OVER AN HOUR on hold to be told that you had no knowledge that your company had offered to replace the fridge.  You instructed him to send a copy of the Revdex.com complaint to you.  Attached please find the complaint.  If we do not hear from you or your company in regards to this email within 24 hours, we will be updating the Revdex.com in regards to this matter.  I urge you to take this matter very seriously. Thank you, [redacted] M. [redacted] **My fiancé can be reached at ###-###-#### or I can be reached at ###-###-####.** All I want is for HSA to actually do what they said they were going to do on August 26, 2016.
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 is reconfirming with the HSA vendor on this diagnosis. However if the homeowner would like to attach the findings of their second opinion vendor, HSA will review.  As far as cancelling the contract, it is non-cancellable in the state of Ohio.

HSA will mail out the reimbursement on 11/3/14.  The homeowner needs to fax a copy of the receipt to ###-###-####.