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.
There is action required on my part now and I wanted to verify before I take action. While refunding us the deductible is appreciated, since they did hire an unreliable contractor for us, it doesn’t solve the original issue of being without a stove for going on 7 weeks now. If I accept this response, does it close the claim?I also have an update. I did call today. After being transferred to their “options” dept. the person told me they couldn’t help me and I needed to be transferred back. After speaking with a Peggy in the Authorization dept. (who was literally the only professional and nice person I’ve spoken to in 7 weeks), she finally took down the specs (after speaking with a supervisor, which I had been told numerous times before I couldn’t speak to) of our current range so they can look into ordering a new one. While it’s not complete yet, at least this is the next step. When the stove is replaced or fixed, that’s when my complaint will be resolved.
Regards,
[redacted]

HSA would like the service provider that repaired the outlet to call them at ###-###-#### to report their findings, so HSA can review 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.No one from HSA or the [redacted] Company has contacted me.   They keep passing the buck between each other when I try to reach out to them . This is a primary living space for my children, and the heating/cooling unit in question needs replaced soon--- the weather is changing.    
Regards,
[redacted]

As stated previously, HSA will cancel the warranty with a prorated refund.  The warranty was paid out of closing by the seller and HSA has accepted liability for this property during the contract period, so HSA will not refund the entire amount of the contract.  HSA approves homeowners using their own vendor in cases where there is not an affiliated vendor available.  The homeowner refused this option.

[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!

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

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.

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]

[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.]
Better...

Business Bureau:
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]

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]

HSA called the homeowner on 6/29/15 and left a message with direct extension to the supervisor calling and have not heard back from the homeowner.  HSA will attempt to call the homeowner again.

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.

HSA apologizes for the hold times during our peak times.  HSA will as a service gesture refund back the customer their $75.00 deductible.  HSA dis approve the claim for the replacement of the furnace at HSA affiliated rates and at the cost of the equipment that HSA would provide for an...

amount of $802.96.  This is for parts and standard laboer only per the terms and conditons of the contract.  HSA would need a copy of a paid receipt to process agains the claim for reimbursement.  Thank you.

The issue here is the intent of the company to attend to the problem. The company never made any sincere attempts to honor the warranty contract. There was never a talk earlier when I called when it was covered or not. THE LEAK WHICH WAS SUPPOSED TO BE COVERED UNDER THE WARRANTY WAS NEVER ATTENDED TO, After I submitted the repair from another contractor who clearly noted that it could have resulted in serious damage that HSA is now coming up with the non coverage issue. Again, I am questioning their ethics, is it right for the company to hide behind some fine print and avoid warranty claims....
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]

, they can call HSA has dispatched [redacted] (###-###-####) to come to the home and diagnose the failure.  HSA has waived the deductible for the homeowner.  If homeowner does not hear from them shortlythem directly to call.schedule the service

HSA apologizes for the customers experience and our mistake for dispatching a vendor for an item that is not coverable.  HSA did reimburse the customer for the $75.00 service call trade fee that was paid the vendor for our error.  HSA is not able to offer coverage on the freezer as the...

customer would have needed to bu additional coverage for the item to have potential coverage for any repairs.  Thank you.

August 31, 2016         [redacted]...

[redacted]   RE:       Glenn and Margaret [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 the customers have experienced.  I have reviewed HSA’s records with regard to the heat pump issue.  On April 4, 2016, HSA reimbursed to Mr. and Mrs. [redacted] the amount of $277 for the replacement of the blower motor.  This amount reflects the cost of the blower motor replacement that was covered by the warranty plan in the amount of $352, with a deduction of the $75 trade call fee.  Section D-3 of the enclosed warranty plan provides that the customer is obligated to pay the trade call fee for each separate trade call.    As the customers have indicated that they have not received this reimbursement, it will be reissued to Mr. and Mrs. [redacted].  The customers will receive this reimbursement by check in approximately ten to fifteen days.   Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      [redacted]

September 14, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No. 34 0001582489; 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 septic issue.  On September 2, 2016, service was requested for the septic system and the request was dispatched to Modern Plumbing & Backflow, L.L.C. to diagnose the issue.  On September 6, 2016, Modern Plumbing reported to AHS that a pipe in crawlspace was split in half and that the cause of the failure was 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 that file 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 information provided to HSA by Modern Plumbing and the terms of the warranty plan, coverage to repair the issue was denied.    Mr. [redacted] disputed the diagnosis provided to HSA by Modern Plumbing.  Although not liable to do so, HSA dispatched a service request to Home Services of the Triad to diagnose the issue and provide a second opinion.  Home Services has reported to HSA that the customer has cancelled this service request.   If the customer is in possession of an invoice for the repair of the pipe, he may forward the detailed information to me for review.  The requested information should include a breakdown of the costs incurred for the repair, as well as the technician’s diagnosis of what caused the failure.  When I have received and reviewed the requested information, I will advise the customer of HSA’s position.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      Customer and Regulatory Claim Resolution Specialist

HSA took the contract off of auto renew on 6/29/15 at 7 am.  This contract will not renew.

HSA has reimbursed the $149 service call fee from [redacted] and the $69 service fee from [redacted] to the homeowner as agreed upon. HSA has also agreed to assist as a service gesture for the amount of $400.  HSA will need a paid receipt from the heat...

exchanger being replaced under manufacturer warranty or the furnace being replaced.