Home Security of America, Inc.

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.

[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]

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.

You were informed on 8/3/2016 that you will only be reimbursed the $100 for the service fee and that will stand. We do not offer compensation for your time spent to be there for the tech to repair your water heater. We did however offer you the $100 because you were inconvenienced for the missed appointment by the tech. I sincerely apologize but this is all you will be offered.

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

[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]

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]

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]

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. They know they are wrong and that the gentleman o spoke with said it would be covered. That's why you won't give up the recording. Do what you want, I do not accept your response. I have canceled my renewal with your horrible company as well as told all my family and friends about you. I also am not paying the other $75 as it was a waste or my time and it will not become a waste of my mobey.  
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.  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]

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.It is completely false for HSA to state that I have accepted a CIL offer in this matter.  The recommended action by their AC company was to replace the AC Unit.  This action was needed and confirmed by an independent AC company at my expense.  However, their CIL offer was made only on one part that they decided not to order.  Following the CIL offer and a second call stating an excessive level of non-covered costs associated with having their AC company do the work, we felt there was not a good faith effort on their part to resolve this and sought legal advice.  Our lawyer sent a demand letter on 6/3/16 via fax and overnight delivery and mailed a copy on 6/7/16 directly to their legal department.  She also has made several calls.  As far as I know, they have failed to respond to her or to us since then. 
Regards,
[redacted]

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.

After review of the customers heating claims HSA did deny coverage for the failure with the heat exchanger.  The customers unit is a Carrier and the failure with the secondary heat exchanger is under a class action law suit due to manufacturers defected parts.  The customer would need to...

contact Carrier at 1 -800 - Carrier for further assistance of what Carrier can offer the customer for resolution.  Typically dud to certain models Carrier offers the customer a replacement model that they would have to purchase and then pay for the furnace and labor to install the new unit.  The customer did have another failure with the unit, a draft induce motor that had failed due to normal wear and tear and HSA did approve for that repair but since the heat exchanger is non replaceable and the entire unit would need to be replaced, the customer may use the allowable approved amount to be reimbursed against the purchase of a new furnace thru Carrier.
HSA would need a copy of a paid receipt submitted to HSA in a PDF format in order to process refund in the amount of $ 418.00. 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I have discussed this matter with HSA for hours on the phone to attempt to resolve this. All of my contact with them involves me reaching out to them and spending over 45min on the phone to get a "next step". I had Sears come to my home on Oct 2oth. Dave the technician recommended replacement of my dishwasher and verbally reported he would forward this information onto HSA. I am on the phone now as 6 days later, sears has not contacted HSA and when the HSA phone rep called he wished to send a "second opinion" to my home again. This is not what he said to me in person and he was my second opinion. I have spent countless hours with these technicians at my home to not resolve this issue. I have not had a working dishwasher since the spring and my refrigerator continues to freeze my groceries. Unfortunately, I have had to take a large amount of time away from my job. The person on the phone is now recommended a third reviewer to come to my home. I can't continue this.

Unfortunately we will not be reimbursing you for the work you had completed on the boiler, you were advised that the unit was under manufacturer warranty as it was a 4 year old unit with a known defect to the system. You were responsible for contacting the manufacturer and having one of their provided vendors look at the system to repair or replace it. Your documentation does not show any record of working with the manufacturer. It appears as if you chose to void the manufacturer warranty and pay out of pocket to have the repairs completed on your own accord. If these circumstances are in fact correct and you can not prove otherwise, you will not be reimbursed. Although, we did reimburse you the service fee as a gesture for the confusion with the vendors.

HSA apologizes for the customers experience and the long hold times during our peak times.  HSA is open 24/7 to assist the customers needs.  For emergencies the customer would need to call our ###-###-#### and for non emergencies, the customer may file a claim on line. Thank you

June 2, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:     ...

[redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 208016342   Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated May 26, 2017, 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]’ heat pump claim.  On April 17, 2017, Ms. [redacted] placed the service request and HSA dispatched Ecco Tec Home Services to diagnose the problem with the heat pump system.  The technician replaced the shrader valve and recharged the system with ten pounds of refrigerant on April 26, 2017.   On May 11, 2017, Ms. [redacted] advised HSA that she was still having a problem with the heat pump system and HSA dispatched Ecco Tec Home Services to run the service recall.  On May 18, 2017, the technician reported to HSA that the compressor failed due to normal wear and tear. HSA authorized the replacement of the compressor. HSA’s records show that the installation was completed by Ecco Tec Home Services on May 26, 2017.   In order for the technician with Ecco Tec Home Services to complete the installation of the new compressor based on the terms of the HSA plan Ms. [redacted] was advised that she would be responsible for the cost to modify the copper line, modify the electrical components, install the filter dryer and dispose of the old compressor.  Section F-4 of Ms. [redacted]’ HSA plan provides that coverage does not apply for modification charges.  Section F-13 of Ms. [redacted]’ HSA plan provides that the plan holder may be charged an additional fee by the service contractor to dispose of an old appliance, system or component.  Therefore, HSA is rightfully not responsible or liable for the additional cost of $850.00 with respect to the installation of the new compressor and no reimbursement will be provided by HSA.   In light of Ms. [redacted]’ frustration HSA has waived the $75.00 trade service call fee she paid to Ecco Tec Home Services.  Ms. [redacted] will receive the $75.00 trade service call fee refund check in the amount of $75.00 in approximately four weeks.    Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

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.

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.

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]