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.
All I want is a copy of my paperwork from 3 years ago. I provided a contract number on letterhead from their company, and a tracking number for my claim. All I have been told is I do not exist in their system. It makes no sense. I am wondering if this company is scamming people.
Regards,
[redacted]

The contract has been cancelled and all premiums paid are not refundable.  Thank you

I regret to inform you that the associates you previously spoke to have advised you correctly, we will not reimburse you for work you chose to get completed outside of the warranty. Our records show that our company did try to contact you on Memorial Day to schedule for service the following day....

Your situation as you described it would have qualified for standard service which is for service during a vendor's normal business hours Monday through Friday and non-holidays. As previously explained this is the excerpt of your warranty contract that states you must allow HSA to provide for a vendor to come out; "2. You shall take every precaution to protect the property giving rise to the “Operational Failure” until the necessary repair or replacement isauthorized by HSA and made. Repair or replacement shall be performed within forty-eight (48) hours, under normal circumstances, of an approvedclaim by a service contractor chosen by HSA, unless a service contractor of your choice is approved by HSA when you report the malfunction or“Operational Failure” by telephone. HSA selected service contractors must be used on all claims."

HSA apologizes for the delays in the claim process.  HSA has obtained the diagnosis from the customers service provider.  However, HSA was informed that this service provider does not do the installs and would need to speak to the install company.  HSA has made numerous attempts to...

obtain pricing from [redacted] ###-###-####.  If the customer is able to attach a PDF formatted copy of a quote and or an estimate for further review of pricing breakdown of services that are being requested of the installer HSA will have a Supervisor review for potential coverage.  Thank you

As stated before, HSA is trying to assist the customer with this is issue, however HSA cannot moved forward until HSA has a full review from the second option vendor. HSA cannot assist the homeowner if she chooses not to have the vendor out to the home.  HSA will dispatch the vendor again with the deductible waived.

We have researched the statement that the homeowner has made regarding the reimbursement, the check sent to the homeowner for the garage door was signed by [redacted] and cashed on 3/16/2016. The homeowner will also be mailed a copy of the cashed check for their own verification purposes. To Revdex.com- HSA Considers this matter closed.

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.
May I have contact information for hsa's legal department.  I can conclude from these responses that they will not honor their contract and will pursue legal action.  They obviously have no interest in being ethical and I fell this is possibly criminal.  I will talk to my legal advisor and proceed from there. 
Regards,
[redacted]

HSA apologizes for the long hold times in our peak time.  The customers claims for the faucet and the ice maker for the refrigerator were denied for coverage as the customer only had the base plan.  The customer would have needed to purchase the 7 star upgraded package within 60 days of...

the closing on their property.  The contract has since expired and was valid from 12/22/2014 - 12/21/2015.  The contract is non cancellable in the state of Missouri even if it were still active.  HSA considers this matter closed. Thank you.

November 2, 2016
 
Ms. [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           
RE:      [redacted] E
[redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 185744162
                       
Dear Ms. [redacted]:
 
Home Security of America, Inc. (“HSA”) is in receipt of your
letter dated October 26, 2016, regarding the above referenced complaint.  The letter has been forwarded to me for
review and response.
 
I have reviewed HSA’s records regarding Ms. [redacted]’s heating
claims with Ice Cube Air Inc.  The
technician with Ice Cube Air Inc. reported to HSA that the heat exchanger was
cracked on both the west and east heating systems.  HSA approved the replacement of two gas furnaces
based on the terms of the HSA plan; however, Ms. [redacted] advised HSA that she did
not want Ice Cube Air Inc. to complete the authorized service.  In order to resolve this matter HSA is forwarding
Ms. [redacted] a check for HSA’s cost to replace the two gas furnaces in the total amount
of $1,756.58.  Ms. [redacted] will receive
the check in the amount of $1,756.58 in approximately ten to fourteen business
days.
 
Please be advised that Ms. [redacted]’s HSA plan was cancelled On
October 4, 2016.
                                     
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer
& Regulatory Claim Resolution Specialist

September 16, 2016
 
[redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           ...


RE:      Richard [redacted]
B[redacted]; Revdex.com Complaint ID No. 11700503; HSA Reference No. [redacted]
                       
Dear [redacted]
 
Home Security of America, Inc. (“HSA”) is in receipt of your
letter dated September 8, 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. B[redacted]’s
microwave claim.  On August 21, 2016, Mr.
B[redacted] placed the service request and on August 23, 2016, HSA dispatched Sears
to diagnose the problem with the microwave. 
HSA’s records indicate that the service appointment was scheduled for
August 23, 2016.
However, on August 24, 2016, Mr. B[redacted] advised HSA that
Sears missed the scheduled appointment.  HSA
followed up with Sears and the service appointment was rescheduled for September
8, 2016.
 
HSA was unable to locate another HSA service contractor run
the microwave call sooner and on August 30, 2016, HSA offered Mr. B[redacted] the
opportunity to locate the licensed and insured service contractor of his
choosing to run the call.  When using a
service contractor outside of the HSA plan HSA requires that that the
technician report the detailed diagnosis and cost breakdown to HSA before
performing the service.  HSA would then
reimburse the plan holder the approved repair cost less the trade service call
fee upon receipt of the paid invoice. 
Mr. B[redacted] chose to proceed with Sears.
 
However, Sears again missed the scheduled service
appointment and rescheduled with Mr. B[redacted] for September 26, 2016. 
 
In order to resolve this matter I am willing to review an
invoice from the licensed and insured service contractor of Mr. B[redacted]’s
choosing.  The invoice will need to
provide the detailed diagnosis for the cause of the failure and cost breakdown
to repair the microwave.  Mr. B[redacted] may
forward a copy of the invoice to my attention at the email address [redacted] or the
mailing address P.O. Box 727, Carroll, Iowa 51401.  HSA is willing to reimburse up to $200.00 for
the diagnosis and will advise of further coverage upon review of the detailed
invoice.  HSA will await the invoice.
 
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
Marcy
C[redacted]
Customer
& Regulatory Claim Resolution Specialist

January 18, 2017   Stacy [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          Patrick F[redacted], Revdex.com Case ID No. 11929307; HSA Reference No. 196988862   Dear Stacy 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.   On December 11, 2016, an automated service request was placed for a furnace and GSSN was dispatched to diagnose and repair any covered problems.  Unfortunately, it appears that there was a delay in obtaining replacement parts.  GSSN has indicated that the covered repairs were completed as of January 16, 2017.  HSA does apologize for Mr. F[redacted] frustration regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   Lori N[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. I am writing regarding case number  ID [redacted].I was instructed from HSA to re-register my id since their computer site was updated.That was not working, nor were they helpful in trying to make it work.Later, I went back and did not re-register and proceeded to try to open one of my accounts.Only one worked, and at that time I was able to re-add all of my accounts, and update the cards on file.No further action is needed - except for training with their customer service, and having IT people available.Thank you for helping me with this situation!
Regards,
[redacted]

March 23, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:     ...

[redacted] A [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Plan No. 184377502                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated March 16, 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. [redacted]’s water heater claim.  On February 20, 2017, Ms. [redacted] placed the service request and HSA dispatched Service One Plumbing, LLC to diagnose the problem with the water heater.  On February 27, 2017, the technician reported to HSA that the water heater was leaking due to normal wear and tear.  HSA authorized the replacement of the water heater based on the terms of the HSA plan.   It appears that Ms. [redacted]’s account was set to pay the $75.00 trade service call fee directly to HSA upon the diagnosis being reported by the HSA authorized service contractor. However, on March 16, 2017, Service One Plumbing LLC advised HSA that their technician also collected the $75.00 trade service call fee from Ms. [redacted]. In order to resolve this matter HSA is refunding the $75.00 trade service call fee collected by HSA.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

HSA has set up a recall claim on 9/29/15 with a different vendor with the deductible waived.  Once HSA receives the diagnosis from the vendor, they will contact the homeowner with status.

August 29, 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. [redacted],
                       
Dear Ms. [redacted]:
 
Home Security of America, Inc. (“HSA”) is in receipt of your
letter dated August 26, 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. [redacted]’s
stoppage claim.  On August 24, 2016, Mr.
[redacted] placed the service request and HSA was unable to immediately
locate a HSA authorized service contractor to run the stoppage call.  On August 26, 2016, Ms. [redacted]
advised HSA that she had the service completed outside of the HSA plan.  Section D-1 of Ms. [redacted]’s HSA
plan states that when
service is needed due to an operational failure, including emergency
situations, the plan holder is to telephone HSA at ###-###-####, twenty-four
(24) hours per day, and seven (7) days per week. This call may be recorded
and/or monitored for quality assurance purposes. This telephone contact shall
initiate the service process without the requirement of a claim form or service
application. This notification includes the requirement that HSA have the
opportunity to speak with the service contractor prior to the implementation of
any repairs. Failure to do so may result in our denial of reimbursement for the
expenses the plan holder incurred. 
Therefore, HSA is rightfully not responsible or liable of the cost
incurred by Ms. [redacted] to repair the stoppage outside of the HSA plan.
 
However, in order to
fully and fairly review this matter HSA is willing to review Ms.
[redacted]’s invoice for the stoppage repair.  The invoice will need to include a detailed
diagnosis for the cause of the failure and cost breakdown for the parts and
labor needed to repair the stoppage.  Ms.
[redacted] may forward a copy of the invoice to my attention at the
email address [redacted]
or the mailing address P.O. Box 727, Carroll, Iowa 51401.  Please advise Ms. [redacted] to black
out any confidential information such as credit card or bank routing numbers on
the requested invoice. Once I receive and review the invoice I will advise you
of HSA’s position regarding the stoppage claim. 
HSA will await the invoice.
 
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer
& Regulatory Claim Resolution Specialist

You were contacted and instructed via voicemail twice that you would need to contact the vendor to approve the non-covered charges for them to complete the install. You are responsible for these costs for what the warranty does not cover. We can provide you with a list of what the vendor reported into us, but sometimes it can end up being a little different than what was quoted when the work is done if it takes more or less than what was expected. This is why we ask you to get the invoice from the vendor. Although I will make sure you get the denial letter of the non-covered charges from HSA. Again you have always had the option of doing a cash in lieu for the value we would cover with our own vendor towards using your own vendor to complete the work instead. In regards to getting reimbursed for the window units you were provided an email address to submit the receipts into HSA for reimbursement, through which any documentation of your purchases has yet to be received.

HSA apologizes for the customers experience. HSA will reissue the $75.00 refund.  Thank you

HSA apologizes for the customers claim experience.  HSA would need to speak to the service provider to obtain a diagnosis to determine coverages. If the service provider can call ###-###-#### an authorization associate will be more than happy to assist.  Thank you

The deductible is due at the time of the service call and when the vendor came out for the recall on the washing machine, there was not a mechanical failure and nothing to do with the first failure.  As the homeowner was advised, the contract is non-cancellable in the state of Missouri.

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]