Home Security of America, Inc.

[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]

The $75 service fee is for the technician's time out to the home, whether or not the claim is approved.  The technician still went out to the home and diagnosed the failure, and upon his diagnosis it was found that this is not covered under the contract.

After review of the claim, HSA did not offer coverage as the failures occurred due to the ductwork has fallen off the supply and has broken on the other end due to it not being tied to the joists and no support causing it to fall.  HSA contract only covers for failures due to normal wear and...

tear.  The deductible applied to the claim and was payable to the service provider to cover the service call trade fee and would not be refunded.

September 14, 2016
 
Ms. [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           
RE:      [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No.
186950942,
                       
Dear Ms. [redacted]:
 
Home Security of America,
Inc. (“HSA”) is in receipt of your letter dated September 6, 2016, regarding the
above referenced complaint. 
 
Please be advised that Check
Number 22882780 in the amount of $331.71 was released by HSA on September 6,
2016 and mailed to Mr. [redacted]’s property address.
 
Thank you for your consideration.
 
Sincerely,
 
HOME SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer & Regulatory Claim Resolution
Specialist

The homeowner wanted to use her own vendor and HSA reserves the right to adjust to the pricing to what their vendor would charge for the repair per the terms and conditions of the contract.  The homeowner was advised of what HSA would reimburse for the repair on 8/28/15.  HSA has cancelled the contract and is emailing a cancellation letter to be signed and returned to HSA.

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.I did call the number that HSA provided in their response, as it was considered an emergency.  It was this very number I had dialed where I waited an extraordinary amount of time (over 1 hour), and still never received any response.  This happened on multiple occasions in the very same 12-hour period.   I challenge anybody to call this number between 2100-0500 and actually be able to place an emergency claim.  
Regards,
[redacted]

HSA has received the customers invoice but has been unable to speak to the technician from the service company.  At this time HSA is unable to make any approvability on the claim with out speaking to the technician.  The service company may also have the technician call the vendor hotline...

at ###-###-#### to finalize the claim.  Thank you

[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 long hold times in our peak time. A supervisor has assigned an associate to contact the customer to obtain their service providers information.  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.
We spoke to a customer service representative on Friday, June 19th, and were told an authorization specialist would call us back about this issue.  No one called us back.  We called again on Tuesday, June 23rd, and were again told an authorization specialist would call us back.  No one called us back to help us resolve this problem.  We spoke with Dawson also on Tuesday, and they said they had been emailing HSA everyday and that there was no part available yet.  Which is the opposite of what HSA informed us of in their response here or on the phone with us the week prior.Finally, we reached an authorization specialist ourselves after being on hold over 2.5 hours on Wednesday, June 23rd.  He was nice and helped us resolve the AC problem.HSA's customer service, and lying to us about what is going on and about contacting us has been deplorable.  We want the deductible we paid back in compensation for such deplorable service and being lied to the last 2 weeks.
Regards,
[redacted]

The homeowner was contacted on 6/16/15 and a supervisor clarified the coverages and the claim was approved  to paid to the vendor in the amount of $810.  There were non-covered charges in the amount of $175 that the homeowner did approve.

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 from the business does not address the nature of the complaint. While I understand that there might be additional charges not covered under the warranty, my issue is with their contractor adding fraudulent charges under the guise of compliance with the law. The contractor they selected is not local to our area, and I contacted the county building department and two local companies all of whom confirmed that the charges were not mandated by state/local laws. This is a clear instance of a contractor trying to pad their pocket at the expense of an uneducated homeowner. Furthermore, the expansion tank they say we require is especially suspicious as we already have a free standing tank in place currently. This is my issue, not that we have to pay something. Also, their offer of $123 is nowhere near enough to pay for the replacement. Not to mention that I have 3 calls in to their company this week, and they have yet to return my phone call. All I am asking for is the $123 they offered, in addition I would like my $75 deductible returned so that I can apply that towards the labor. 
Regards,
Monica [redacted]

January 12, 2017         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       Kerry Q[redacted] & Mary Q[redacted]; HSA Plan No. [redacted] Revdex.com Complaint Case No. 11921867   Dear Ms....

Juedes:   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 furnace issue.  On December 17, 2016, service was requested for the furnace and the request was dispatched to Temprite, Inc. to diagnose the issue.  On December 20, 2016, Kerry Q[redacted] and Mary Q[redacted] notified HSA that they had elected to have repairs completed by a company of their choosing.  Section D-1 of the warranty plan states that customers must notify HSA prior to repair or replacement.  This notification includes the requirement that HSA has the opportunity to speak with the service contractor prior to the implementation of any repairs.  Failure to do so may result in the denial of reimbursement for the expenses incurred by the customer.    On January 10, 2017, HSA received an invoice from the customers for the completed repair of the furnace.  In order to amicably resolve this matter, although not liable to do so, HSA has agreed to reimburse the customers’ cost of the repair with a deduction of the trade call fee in the amount of $75 that is rightfully due from customers for every trade call request.  Kerry Q[redacted] and Mary Q[redacted] will receive this reimbursement by check in approximately ten to fifteen days.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       Kimberly Tiffany      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 [redacted]
[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 Ms. [redacted].
 
Again, HSA does apologize for Ms. [redacted]’ frustration regarding
this matter.  However, my previous
correspondence accurately and correctly stated HSA’s position regarding this
matter.  HSA’s position does remain
unchanged.  On July 24, 2016, Freedom
Heating, & Plumbing, LLC was dispatched to diagnose and repair any covered
problems with the air conditioning system and the furnace.  No further problems were reported to HSA
within the recall period.  Ms. [redacted]
cancelled the service request that was placed on September 6, 2016.  Unfortunately, Ms. [redacted] no longer has HSA
coverage as the plan expired on September 10, 2016.
 
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.
There are several reasons why this is nowhere near an acceptable response. 1) Nowhere in my contract does it state that we are only allowed to use parts ordered by HSA. Any technician could have obtained the part in a much more timely manner. 2) The delay in parts was due solely due to HSA's incompetence and negligence. First, I was told that the part would arrive on Wednesday, 3/14. When I called on 3/13 to follow up on this matter, it turned out that HSA had accidentally cancelled the order. Then I was told it would arrive on Friday 3/17, but it turns out that due to either the incompetence of HSA or due to their technician's incompetence, the part arrived to the wrong address. To reship another part would again take 3-5 business days. 3) It is pure negligence to force us to stay without heat for 12 days, including in the middle of a blizzard and below 10 degree weather. The reimbursement of 125 is unacceptable and was not enough to keep us safe in such extreme conditions. As per my contract, it says is HSA is unable to provide you a contractor, then they will accept a contractor outside of their network. Any jury would easily agree that if HSA was unable to provide me a contractor who could make the necessary repairs in a timely manner, I should have been able to seek a contractor on my own. Any other contractor (and I had contacted one for a second opinion) would have had the necessary gas valve in their truck and been able to fix it the same day, not 12 days later. I hold HSA completely responsible for forcing me to suffer through extreme weather conditions, and I should be reimbursed for their sheer negligence. 4) This contract was written in bad faith, and left open to interpretation in a way that HSA is never obliged to honor the conditions. I spoke with a supervisor on the phone who said that the contract does not say the necessary repairs have to be performed in a timely manner. When I outright asked if it would be acceptable to perform the repairs 6 months from now, they said according to the contract this is completely possible. This contract was intentionally written so craftily that it can be interpreted by HSA to anything they want. For these reasons, I am asking for a $230 reimbursement on my space heaters (as 1 space heater was not enough to keep my home safe for 12 days), $100 to refund my trade call fee (which had been promised by a supervisor named Erica in Georgia), and $800 for the suffering and distress intentionally caused by HSA's negligence ($100 for everyday past 3/13 that I was left in below freezing conditions) for a total of $1130. 
Regards,
[redacted]

The homeowner's contract does not cover installation modifications, permit fees and disposal fee, which came to $1101.70.   HSA approved the $1106.40 as a cash out amount as this is HSA's cost for standard labor, parts and pick up fee.  HSA needs a copy of the paid invoice to...

reimburse the homeowner.

This was accurate that you were responsible for this amount per the failures the tech found on the unit. The thermostat was wired on the system to bypass the safety switch, then water backed up from the condensate line being blocked and shorted the wiring. The service you were charged for was for...

removing/clearing the condensate line and rewiring the thermostat for $350, in addition the deductible due for the warranty call. The re-wiring of the thermostat would have not been covered as it was a failure caused by water damage from the system being wired incorrectly. The tech also reported that the evaporator coil was cleaned and a leak test performed because the system was more than 3lbs low on Freon. The service company did not charge the homeowner for the cleaning as that would have been not covered as a maintenance responsibility of the homeowner, but HSA did cover for the leak test performed. The homeowner would have been provided an invoice for the work they had done outside of coverage of the warranty at the time of service or emailed to them shortly after. Concerning the a/c unit not working, we had a second opinion company dispatched and the first appointment for them to come out was missed by the homeowner's so they had to reschedule. We'll keep working with the customer further to get this resolved. If they needed to purchase portable cooling units we can offer a reimbursement of $125 per unit towards these. The homeowner will just need to provide us a receipt/s to reimburse them.

[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]

April 6, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted] HSA Reference No. [redacted] HSA Reference No. [redacted]   Dear [redacted]:   HSA is in receipt of your letter dated March 30, 2017, enclosing additional correspondence from Mr. [redacted].   HSA does apologize for Mr. [redacted]’s frustration regarding this matter.  However, my previous correspondence dated March 28, 2017, accurately and correctly stated HSA’s position regarding this matter.  HSA’s position does remain unchanged.  Section F-9 states that HSA does not provide coverage for 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.  Therefore, HSA denies any liability with respect to any damages that may have been incurred and will not comply Mr. [redacted]’s compensation request.   Mr. [redacted]’s cancellation request has been forwarded to HSA’s Cancellation Department for processing according to the provisions of the plan.  Mr. [redacted] will receive correspondence directly from HSA’s Cancellation Department regarding the cancellation of his HSA plans.  Unfortunately, there is nothing further HSA will do with respect to this matter and we will be closing our file.   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.SA has paid this claim, waiting on check to clear my bank.Thank you for your help on this matter.  It would seem that this company has a reputation of not paying claims for HVAC systems.  My experience with them over the last year has not been pleasant for each of the hand full of calls we have made.  We requested a home warranty when we purchased this home due to the age of the HVAC and hot water heater.  I will put the monthly payment in a savings account from here on out, as in my experience these policy are not worth the headache. It is because of your assistance that they honored their contract, so we are grateful for your help.
Regards,
[redacted]