Home Security of America, Inc.

As HSA stated previously, if the lines cannot be routed with rotatory machinery through an accessible cleanout or p-trap, HSA does not cover to cut and remove the pipes that are clogged. The HSA contract does cover to remove and replace lines that are leaking or broken due to normal wear and tear.  The denial of the claim stands.

HSA apologizes for the hold times that the homeowner experienced with the claim.  The items that were not covered were the tub and the tub seal as those items are not covered under the base plan.  The tub would have been covered had the homeowner purchased the 7 star upgrade.  The...

cashout stands $296.17 which includes refunding the $75.00 deductible.

HSA is having an associate contact Affordable for the needed information, so that HSA can issue the homeowner the refund of $370.85.  The homeowner will be contacted as well.

HSA would like offer half of the $250 for the homeowner's inconvenience.   The reimbursement check will be mailed out on 11/10/14.

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.They have stalled on this since June 30thHSA's vendor (Sears) told me the same thing my vendor said and that was that the part needed to fix this unit was unavailable HSA requested a second opinion which I got from a reputable appliance store which they will not honor
Regards,
[redacted]

HSA apologizes for the inconvenience the homeowner has experienced with this claim.  The equipment has been ordered and delivered to vendor on 7/6/15 for installation.

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 do not feel comfortable closing this case until the work is completed and certified by an inspector. There is a written response from HSA that the furnace has been approved although I have not been contacted as of 10/06/15 with any details about when the work will be scheduled.  
Regards,
[redacted]

September 29, 2016
 
[redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 53214
 
RE:          Wendy J[redacted], Revdex.com
Case ID No.11720624; HSA Reference No. [redacted]
Dear [redacted]...

[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 does apologize for Ms. J[redacted]’s frustration regarding this
matter.  However, HSA will continue to
repair any covered item until the covered item is no longer repairable.  Section D-2 of the HSA plan provides that HSA
has the sole right to determine whether a covered system or appliance will be
repaired or replaced.  HSA does base its
coverage decisions upon the detailed information reported by the independent
service contractors.  Section D-3 states
that you are obligated
to pay the trade call fee or the actual cost to repair/replace, whichever is
less, for each separate trade call. Trade call fee amount is determined by the
contract price selected. A trade call means each visit by an authorized service
contractor for a single trade (plumbing, electrical, appliances, heating and
air conditioning and pools/spas). If multiple visits required to remedy the
same problem, you are only required to pay one trade call fee. If service work
performed under this contract should fail, then HSA will make the necessary
repairs without an additional trade call fee for a period of 90 days on parts
and 30 days on labor.
 
On September 19,
2016, it was reported to HSA that the door lock and wire harness had failed due
to normal wear and tear.  The service
contractor reported that the washer was repairable and HSA authorized the
covered repairs. As referenced above,
there is a recall period of 90 days on parts and 30 days on labor.  Should Ms. J[redacted] encounter any future
problems with the washer during the recall period she may contact the Service
Department directly at 1-800-776-4663 for any further assistance with respect
to this matter.
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
Lori N[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.
Please see the attached email above, which I received this morning (April 13 2017) from HSA claiming that my payment is now 30 days past due. I had waited until now to respond to this Revdex.com chain as I had not up until now received any confirmation in writing (other than from this conversation via the Revdex.com) that HSA had received my payment. Despite the fact that HSA has admitted that they have received payment when pressed (via this Revdex.com chain and over the phone) they have refused to update their website and continue to pursue me for this payment that I previously made. I will not be satisfied with their response until they update their website AND ALSO send me a formal written letter (whether by email or mail) that states that they received my payment, so that I don't need to worry about them changing the website at a later time.
Regards,
[redacted]

HSA spoke with the homeowner this morning and advised that HSA would dispatch another company to make the diagnosis as the first service provider is unable to work on sealed units. The homeowner was satisfied with this.

April 14, 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 April 11, 2017, regarding the above referenced complaint.    HSA does apologize for Mr. [redacted]’s frustration regarding the leak claim. In order to resolve this matter HSA is willing to reimburse Mr. [redacted] up to $250.00 for the repair of the improper installation of the flange upon receipt of the invoice for the completed repair.  Mr. [redacted] may forward a copy of the invoice to my attention at the email address [email protected] or the mailing address P.O. Box 727, Carroll, Iowa 51401.  Please advise Mr. [redacted] to black out any confidential information such as credit card or bank routing numbers on the requested invoice.  Once the invoice is received and reviewed HSA will forward Mr. [redacted] a check for up to $250.00.  HSA will await the invoice.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

Even though the evaporator coil is still under manufacturer's warranty, there are  installation modifications and the evacuation and recovery needed for this warranted item and are not covered under the HSA warranty.

[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 will be satisfactory to me once they process the refund.  I have yet to receive any letter from HSA as of Thu, 20 Aug 15 so seven days to mail a letter to Georgia from Wisconsin gives me pause.  
Regards,
[redacted]

The refund check was mailed out on 10/3/14 to the property address.

[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]

HSA offered the homeowner authorized choice (to find their own company) on 7/6/15 and homeowner declined this option.  HSA attempted to find a vendor, but no one could take the service call in a timely manner.  HSA again offered the homeowner authorized choice on...

7/15/15 and homeowner again declined it.  HSA is attempting to locate a vendor for the homeowner.  The contract is non-cancellable.

Due to everytime I call they always say they will have a manager call me but it never happens.  When I call back and sit on hold for an hour I asked to be transferred to a manager then they put me on hold in neverland until I get...

tired of holding.  They have not tried one time to speak with me to resolve my disatisfaction.  Even their customer service reps agree with me being upset.  Tired of false promises & no attempts for resolution from them.  They left me with both a/c units down in Las Vegas with 115 degree weather.  They told me to go get a hotel if its uncomfortable after I told them I have a $692 power bill due to only 1 a/c unit running at one time and numerous $55 deductibles that I have paid in a 3 months time.  Not made of money here.  They never try to investigate the recall work..they just keep charging the deductibles to me and the problem with the a/c never gets resolved.  They just do not follow thru..not customer friendly or have any sympathy when its 115 degrees.  They just want their deductables & for me to go away.

The claim has been approved and the reimbursement check for the approvable amount will out tomorrow.  The homeowner was been made aware of the amount that is being reimbursed.

HSA apologizes for the long hold times in our peak time.  As a service gesture HSA would like to refund back to the customer their $75.00 deductible.  This will be payable 01/19/2016.  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.  Yes, I did hear from the company with some prodding from the real estate company I bought the warranty from.  They did settle my claim, but I do not plan on renewing the warranty due to them not allowing customer choice for contractors any longer.
Regards,
[redacted]