Home Security of America, Inc.

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,
John [redacted]

HSA does apologize for the customers experience with the dryer claim.  The $220.00 that the customer is seeing on the website is an estimated retail cost for repairs of an appliance and or dryer as suppose to not having a home warranty plan.  Whereas the customer would only pay $75.00 for an approved repair as long as all component parts are coverable.
If the vendor had indicated to the customer that the unit needed to be replaced, that might have been due to part availability and or costs of repairs.  But the vendor does need approval from HSA in order to proceed through the home warranty.  On non coverable claims, the vendor makes their recommendation per their professional opinion.
As a service gesture HSA did pay our preferred vendor for their service call and diagnostic time out to the customers property less their $75.00 deductible to cover the trade call fee.  This is why the claim does not show up online as "denied" due to HSA paying the vendor.
As a secondary service gesture HSA would like to refund the customer back their $75.00 deductible and that will be reimbursed 12/10/15.  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.  I have spoken with [redacted] and am awaiting a call to set up appointment now.
Regards,
[redacted]

[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.  I wanted to let you know that I received my check from HSA and am considering this case resolved.  Thank you so much for your help with this matter!

HSA does apologize for the longer than usual hold times, but the $75 service call fee is due to the vendor.

Since our vendors available in the homeowner's area were unresponsive to getting out within the confines of [redacted]'s availability we've provided permission for him to use his own service company. I have reached out to [redacted] to see if I can get the contact info for the service company he had out to...

diagnose the failure again. I left a voicemail and provided my direct phone number for him to contact me back with this info.

May 18, 2017         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] & [redacted]; HSA Plan No.[redacted] 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 April 10, 2017, service was requested for one of the air conditioning systems in the home and the request was dispatched to Sierra Mechanical Service, Inc. to diagnose the issue.  On April 11, 2017, service was requested for two additional air conditioning systems and the request was also dispatched to Sierra Mechanical Service to diagnose the issues.  On April 17, 2017, Sierra Mechanical reported to HSA that the condensing units of all three air conditioning systems were cooling properly but that they had been damaged by a force other than normal wear and tear.  Section A-1-C 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 that fail due to operational failure.  HSA will cover loss so long as the component parts become inoperative due to normal wear and tear.  Based on the terms of the warranty plan and the diagnosis provided to HSA by Sierra Mechanical, coverage to repair the air conditioning systems was denied.    As Mr. and Mrs. [redacted] are disputing the diagnosis provided to HSA by Sierra Mechanical, HSA has dispatched a service request to NPM Heating & Cooling, L.L.C. to diagnose all three air conditioning systems and provide a second opinion.  When HSA has received information from NPM Heating regarding the air conditioning systems, the customers will be notified of HSA’s position.    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]

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 initial service call was placed on 10/5 however the problem was not fixed that day.  We had to wait on a part which took a couple of weeks.  When I called to speak with the representative she acknowledged that I was in the window because the problem was not immediately fixed.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Julie [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 just had a phone call from the plumbing company that would do the second opinion.   They told me that if they came out and checked the "new no name garbage disposal" that was installed and it worked - that would be the end of their opinion.   They wouldn't be able to UPGRADE the unit to a Badger garbage disposal.  I told them that the Badger would be quite an upgrade compared to the unit that was installed.There doesn't seem to be any middle ground with the HSA Warranty company.  It's their way only.   They don't have to go by what their contract states they will do.  The only way to help other people avoid this kind of unhappy ending is to make sure the word gets out about how they replace your premium appliances with something that was built  in some third world country.  Our home warranty ends 1/5/16 and we're guessing the garbage disposal they had installed might last that long, but don't bet on it.  Please tell people to check out the warranty company they plan to purchase with the Revdex.com.  They will see which ones to avoid and  HSA is one of them.   Our realtor chose HSA without consulting us, so you know he won't be used again.
Regards,
[redacted]

HSA apologizes for the customers experience.  HSA will be moving forward with replacement of the washer and will be in contact with the customer with options.  Thank you.

I apologize for your negative experience. In our system it shows that you did end up having a 2nd opinion out and that you were approved for the replacement of your full A/C system. The electrician was reported for that behavior as the statement was simply not true. We actually approve 70%-80% of...

our claims. In regards to the a/c tech that may have done the replacement, he did make us aware you were considering upgrade options beyond the coverage of the warranty and this is where those out of pocket cost would have come from that he was mentioning to you.

An associate has contacted the vendor and the homeowner will her direct extension and email address for both parties.  This occurred on 9/29/15 at 11:07 am.  HSA cannot proceed with the claim until they receive that information from the vendor.

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 correspondence dated December 8, 2016, to Revdex.com of
Wisconsin accurately stated the information in HSA's records. [redacted]
has reported to HSA that the replacement heat exchanger is available to be
installed. They have further reported that their offce was discussing
additional options with you, as you expressed interest in replacing the furnace
on a retail basis, but that they have not received your decision. You may
contact [redacted] at ###-###-#### to discuss the issue further and notify
the company of your decision regarding having the replacement heat exchanger
installed or replacing the furnace. If you have questions regarding the process
to upgrade to a furnace replacement, please notify me. Thank you for your
consideration.

The failure was with the generator and is not covered under the warranty.  HSA considers this matter closed.

The reimbursement check was mailed out on 8/31/15 in the amount of $5000.00.

March 15, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:     ...

[redacted] R [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Plan No. 193526072                   Dear Ms. [redacted]:  Home Security of America, Inc. (“HSA”) is in receipt of your letter dated March 9, 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 Mr. [redacted]’s plumbing claim.  On February 26, 2017, Mr. [redacted] placed the service request and HSA dispatched A-Thomas Plumbing to diagnose the plumbing problems in the home.  On March 3, 2017, the technician reported to HSA that the hall bathroom toilet was leaking from the flange due to an improper installation.   The technician advised that the new flooring was higher than the flange and the flange needs to match the height of the flooring.  Section F-8 of Mr. [redacted]’s HSA plan provides that if the 7 Star Upgrade is purchased for/by the buyer, HSA will pay costs associated with covered systems that fail due to faulty workmanship or improper installation or modification if the defect or mechanical failure would have otherwise been covered. If the failure is a code violation HSAA will pay up to $250.00 aggregate per the terms outlined under Section G. Building Codes. HSA approved the $250.00 towards the repair of the toilet and Mr. [redacted] was advised that he would be responsible for the cost beyond $250.00 to repair the flange to the hall bathroom toilet. Mr. [redacted] disputed the diagnosis and in order to resolve the matter HSA dispatched ARS to run a second opinion service request on the toilet.  Once ARS reports their detailed diagnosis to HSA, HSA will advise Mr. [redacted] of our position regarding the toilet claim. Please be advised that HSA will not waive or refund the $100.00 trade service call fee for the plumbing claim. Thank you for your consideration. Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

Failure to the evaporator coil was due to it being oversized for the system, which would be improper install, but covered by the seven star upgrade in coverage. This was what the claim was authorized to replace and for that authorization we would be happy to reimburse what we would have paid our...

vendor. The system shows that on the claim you were authorized for, the cash in lieu was not processed, I have re-submitted this form for the amount to be worked up and offered to you. You should hear from this department within 10 days, if you don't feel free to call. It was not intentional that you would not receive this, I believe it was just being overlooked in the system due to the multiple vendors out after the initial visit and I apologize for this.

As stated previously, HSA contact the homeowner's vendor and they stated that they only provided a quote for a new a/c unit.  If they have a diagnosis, they would need to call HSA to speak to an authorization associate to provide what was failing and why the unit needed to be replaced.  This is the only way HSA can determine coverage per the terms and conditions of the contract.

November 8, 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 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.   My previous correspondence accurately stated the information in HSA’s records, as well as HSA’s position.  Please be advised that this debt was not reported to a credit bureau and was not reported to outside collectors.  As stated previously, HSA has verified with AMA Air that the trade call fee was paid by Ms. King.  Therefore, this matter has been resolved.    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]

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 can not accept anything until my dishwasher is installed and old dishwasher is taken away. I have been mislead on multiple occasions and the time lines I have been given are absurd. 
Regards,
[redacted]