Home Security of America, Inc.

The HSA contract does not cover detectable pre-existing conditions when they are able to be tested by either visual test,  or simple mechanical test and/or safety test performed.  The homeowner can contact [redacted] for further assistance.

HSA apologizes for the long hold times in our peak time. A service provide was dispatched to the home for the water heater and the technician did not find any operational failure with the unit. Thank you

A customer service representative called the homeowner and the homeowner stated she did not want to proceed with the claim.

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 vendor - AC repair co - provided the diagnosis last week to have the outside unit replaced as parts are not available.  On 6.26 the vendor was waiting to hear back from HSA if they were going to approve replacing the outside unit.This evening approx 6 pm EST, HSA called us to discuss replacing the unit.  Based on the information provided, it will take several more days for the vendor to be able to pick up the unit.  This Wednesday will be 2 weeks without AC.
Regards,
[redacted]

HSA apologizes for the customers experience.  The contract is valid for one year and is not cancellable in the state of Missouri.  Thank you.

The contract was mailed out to the homeowner and advises them that they can add options/upgrades and the homeowner chose to do so.  The claims approval stands as is, as the cash out going to the homeowner once HSA receives the paid invoice.

March 8, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 194863322   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’s records indicate that after further review, HSA overturned the denial that was placed on the water heater and upon HSA’s receipt of a paid invoice documenting the replacement of the water heater, a check in the amount of $1,253.86 will be forwarded to Mr. and Mrs. [redacted] according to the provisions of Section D-2 of the HSA plan.  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

[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]

September 26, 2016
 
[redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 53214
 
RE:          [redacted], Revdex.com
Case ID No. [redacted]; HSA Reference No. [redacted]
 
Dear [redacted]:
 
HSA is in receipt of your letter dated September 14, 2016,
enclosing additional correspondence from [redacted].
 
Again, HSA does apologize for [redacted]’s frustration regarding
this matter.  However, my previous
correspondence accurately and correctly stated HSA’ position regarding this
matter.  HSA’s position does remain
unchanged.  A service request was not
placed with HSA with respect to the refrigerator and/or microwave and HSA will
not reimburse [redacted] for the unauthorized replacements according to the
provisions of Section D-1 and D-2.  As
previously stated, upon HSA’s receipt of a paid invoice, a reimbursement in the
amount of $149.95 would be forwarded to [redacted] in lieu of the covered
cooktop repairs.  Therefore, [redacted]
can expect to receive a check from HSA in the amount of $149.95 in
approximately 14-21 business days.  HSA
also previously authorized the replacement of the dishwasher and [redacted] can
expect to receive a check from HSA in the amount of $449.99 in approximately
14-21 business days.  HSA denies any
further liability with respect to this matter and will be closing its file.
 
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.When I called the HVAC technician to get help he asked me a series of questions. I told him there was a storm in my area several days earlier (Wednesday) but my air conditioning didn't stop working until Saturday - 3 days later. That's what he put on the invoice - that a storm occurred previously. Upon inspection, he realized that the reason it wasn't working had nothing to do with a storm. That's why I wanted one of the HSA representatives to speak with him to get the details.When I came home from work that Saturday I discovered that the unit wasn't working. I went to look and saw that the breaker was tripped so I turned it back on. I immediately smelled it 'burning' and by the time I ran back over fire was coming from the a/c unit inside of my house. There was a loud pop and the unit went back off. I was afraid after that point and I didn't touch it again. There was NO storm or rain that day or for several days prior to that.Regards,[redacted]

HSA will have an associate call the vendor to get the diagnosis of the water heater failure and once they have received that information, they will contact the homeowner with status of the claim.

HSA has processed a refund for the $100 that was paid by the homeowner and  will be mailed out on Monday, September 22, 2014.

October 27, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       Lynda K[redacted]; HSA Plan No. [redacted]; Revdex.com Complaint Case No. 11775640   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.   I have reviewed HSA’s records with regard to the air conditioning issue.  On August 8, 2016, service was requested for the air conditioning system and the request was dispatched to AMA Air Corp. to diagnose the issue.  On August 10, 2016, AMA Air reported to AHS that the issue was the furnace, which had been disassembled.  As parts had been removed, the technician was not able to diagnose the issue.  Section A-1-B of the warranty plan states that HSA will provide home protection coverage for authorized repair or replacement of component parts mentioned as covered in accordance with the terms and conditions of the contract so long as the component parts are properly installed throughout the term of the contract for proper diagnosis.  Therefore, coverage to repair the furnace was denied.    A trade call fee is rightfully due from customers for every trade call request, in accordance with Section D-3 of the warranty plan.  AMA Air has confirmed that the trade call fee in the amount of $75 was paid by Ms. King.  The customer may disregard invoices received from HSA for this trade call fee.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       Kimberly T[redacted]      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 [redacted]

Homeowner was contacted via telephone to make sure the a/c is in working order, the homeowner did report the furnace still had an issue that a tech was supposed to return to fix. This was re-submitted to that vendor to come back out on and take care of for this customer. [redacted] I'd like to...

provide you with my direct line to give me a call if you have any further issues with this one at all, just reach out to me and let me know, my phone number is ####-###-####.

[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.   Note that I did file a complaint with both Wisconsin Insurance Commissioner and PA Attorney General's offices; I will update them to let them know this issue has been resolved satisfactorily. I greatly appreciate the Revdex.com's assistance in this [redacted]er.  
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 am not the original purchaser of my home; we purchased our home in January this year. There has been at least four prior homeowners since its construction in 1998.  I had the original mechanical contractor get with the original supplier to verify the manufacturer's warranty terms and conditions - which match those listed in the warranty terms and conditions from the back of my installation and maintenance manual for my Armstrong furnace (Model # [redacted], Serial # [redacted]):"The covered residential heating equipment's heat exchanger is warranted by Allied for a limited lifetime (standard 20-year limited warranty) from the date of original installation, except as provided below.""This warranty applies only to the original purchaser of the unit and cannot be transferred.  If during this period, a covered part fails because of of a defect in materials or workmanship under normal use and maintenance, allied will provide a free replacement part to the purchaser through Armstrong Air, AirEase, Ducane or Concord dealer or other licensed service contractor through an authorized Allied distributor.  The purchaser must pay shipping costs, including labor, of the warranty service." See attachment.The heat exchanger is not warranted through the manufacturer, as I insisted in our phone conversation yesterday, because I am not the original purchaser.  Even if I was the original homeowner, I would have still had to pay for the cost of shipping and labor.Your alleged contractor that said the heat exchanger was under manufacturerr’s warranty, clearly did not do his or her homework, and gave you a standard canned answer - which happens to be false.  But then again, I guess your alleged contractor can say anything, right? And its in your best interest to deny coverage.
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.
Problem:Please note, a prior Revdex.com complaint was filed in December/January, however, I had to wait to obtain the final receipt from C&C Heating and Cooling who was the second choice to fix my furnace after HSA failed to do so as the sales agent was out of town. Because of that, it lapsed beyond 30 days and I had to refile. On December 15, 2016, I had smelled some smoke from my bedroom vent and/or electrical cords as both were in the same location. Not being a heating and cooling and/or electrical expert, I researched online since no smoke was detected and the smell initially went away and was not detected in any other region of the house. Online, it mentioned it could be electrical and/or furnace and stated if continued to get help asap. I did not smell it in the morning, mind you we had below zero temps during this time period, so I went to work. On Friday, December 16th, I smelt nothing. Saturday, the 17th, I took my daughter to dance class which lasted most of the afternoon, around 3pm my neighbor texted me thinking I was grilling outside as she smelt smoke in the area. I was close to home, immediately returned and as I opened the side door, it smelled of smoke, although nothing visible. At that time, I put in a claim with HSA, for both a heating and cooling issue and electrical as was not sure which problem it was and I turned off my furnace. I have never had a problem with this company for the last 10 years, but recently had a disappointment with someone who came to look at my washer, stated there was nothing major to fix after having to call the HSA service number numerous time to have this chosen appliance company call me, finally came, paid $50, never fixed it, recalled HSA and still no word from this company. I was fed up and had another agent fix it. Because of this issue, I was hoping this concern being more emergent would be handled more promptly as usually had good success. I did not hear from anyone for heating and cooling, but an electrical agent did come out that night. However, this agent was clearly disabled, could barely walk in the house, I had to personally assist him down my two sets of stairs in my quad level home and could barely get on the ladder to check my fuse box. He didn't check anything, he though things looked fine and reported it to his supervisor. He did say he thought it was the furnace, however, I paid $50 for yet again, no service. When I attempted to turn the furnace back on, it immediately smelled of smoke so then I knew it was this. When I called back to HSA to inquire when someone would come out to check as, again, below zero temps, and two children and pets in the home with family living farther away to even stay with, I was told they could not come for at least two weeks as only one company for the entire area that I lived in. I was upset and appalled as I have paid monthly for this service, of which, the cost rises each and every year and this is the service in an emergent situation that I get. I asked if I could find my own company as before I was told this fine as I have done this and been reimbursed in the past, however, I would have to pay upfront, and was told my the female agent at the time this was fine. C & C Heating and Cooling came out late that same Saturday night, it was diagnosed as a blower issue, which we though immediately could be replaced for around $800, however, it was very hot to touch, burning per the agent, and because of how the furnace was originally placed, could not be physically removed without replacing the entire furnace, because the location of the door to this blower would have to be rerouted. Because I am a single parent with no financial support from my ex spouse who we have not seen in 10 years, this cost was overwhelming for me as quoted to be $3700 and we did quote other companies who were reputable if not more in price. When reviewing the coverage, HSA covers heating systems up to $4700 (have quote). Unfortunately, due to the emergent circumstances, it being Christmas and family staying with me, and the temps getting colder with no where to go, and HSA closed over the weekend, I had no choice, but to get this replaced, of which, was completed by C&C on Monday, December 19th. We received the letter after the fact detailing the diagnosis as we were told initially to have that when I called after the replacement and everything I paid in full upfront. When I called HSA after the furnace was replaced, I was then told, regardless of having the diagnosis letter, that they would not issue any reimbursement because the company HSA recommended did not fix it. I was furious because of all that I have paid for and performed my part of the agreement since HSA failed to do so. In the initial Revdex.com complaint, a response by HSA was to forward the diagnosis letter for review. I feel that this is between C&C and HSA and let them figure out what is best reimbursement, either from C&C or HSA, but coverage regardless is indicated here.TranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:A full refund is expected for $3700 or I am prepared to take legal action and HSA will be referenced to pay all court costs. I have the diagnosis letter and C&C contact information, when needed, plus the receipt that I paid in full for the new furnace.
Regards,
[redacted]

The vendor has had the equipment for a week.  The homeowner is using her own crane company to work with HSA's service provider to coordinate the installation.  The time would need to be worked out between the crane company and the service provider.

HSA apologizes for the customers claim experience.  An associate will reach out to the vendor for claim status and then contact the customer once they have had the opportunity to review everything regarding the claim.  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.
This situation is still not resolved and we have no assurance the equipment is actually order or it is the correct system.  This is the same response we get every time we call  - either it was just ordered or it was order the day before but we are not responsible for the length of time it will take for delivery.  Completely understand you can't take responsibility for delivery time but how about some Quality Assurance and Quality Control on the ordering to ensure the correct system is actually going to show up?  Lastly, this email holds no one at the company accountable - no name, no contact information.  I atleast want a name of someone who can commit for the company ([redacted]) because I have no faith that this will be resolved with a simple Revdex.com complaint.
Regards,
[redacted]