Home Security of America, Inc.

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.

HSA is a complete joke and I will be going out of my way to make sure everyone I know avoids them like the plague!
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]

Unfortunately,  HSA cannot assist with the replacement of the water heater as it is under manufacturer warranty and they would need to follow the manufacturer warranty guidelines first.  HSA dispatched a vendor on 9/8/15 and the vendor called the homeowner on 9/8/15 and 9/9/15 and left...

messages for the homeowner both times.  A supervisor called the homeowner today ready to conference the vendor in and also had to leave a message.  If the homeowner has had work done by a different provider, HSA needs to know to be able review.

HSA has replaced the ice maker as the homeowner was not advised correctly about the ice maker having coverage.  The garage door claim was denied to the  failures were that the remotes needed to be reprogrammed.  This is not covered under the HSA base contract.  In order the...

remotes have potential coverage, the 7 star would need be purchased.  The plumbing was already approved.

Check number [redacted] for the amount of $340.00 was mailed out on 4/29/15 to the property address.  HSA does not have any different mailing address for the homeowner, so the reimbursement check was mailed to the property address.

HSA apologizes for the customers experience and a Manager will be calling the customer.  In reference to the plumbing claims that HSA is not able to offer coverage as the failure is not located within the interior of the home per the terms and conditions of the contract.
The drain line routing...

was denied due to the pipe being broken under the concrete slab and the technician advised that he pulled mud back. Per your contract Section E COVERED "COMPONENT PARTS", line 2 "INTERIOR" PLUMBING SYSTEM - NOT COVERED: lines or parts lying within an unheated area. Since the pipes that are broke are under the your slab this is an unheated area and out side of the foundation of your home, therefore denied.
The roof drain pipe cracked. Per the warranty, Section A COVERAGE, number 1-A. Are located within the “Interior” of the main foundation of the home or attached or detached garage (except for the exterior well pump, septic system, condensing unit and pool/spa equipment). This pipe is not in the interior of your home therefore not covered.

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 spoke the HVAC Technician who inspected the unit, his account of events differs from that of HSA. For further information,  the technician could be contacted directly at 443-7522273[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

HSA is contacting the homeowner's vendor to obtain the diagnosis of the failure and will contact the homeowner once they receive the needed information.

[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. 
Regards,
 
[redacted]

Home Security of America ("HSA") is in receipt of
your letter dated September 25, 2016, advising of the above referenced
complaint. Your letter has been forwarded to me for review and response.My correspondence to the Revdex.com accurately
stated the information in HSA's records. I have reviewed the invoice you
provided from [redacted]. Unfortunately, the invoice is not legible.
Therefore, HSA offers you two options. First, you may provide a legible invoice
that includes a detailed diagnosis of the issue and a breakdown of the costs to
repair the issue. Alternatively, [redacted] may contact me by email at [redacted] or by phone at
###-###-####, extension [redacted], with their diagnosis of the issue and
estimate of costs to repair the issue.HSA will await your decision regarding which of the above
offered options you choose. Thank you for your consideration.Sincerely,HOME
SECURITY OF AMERICA, INC.

[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. 
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'm ok with what HSA SAID they would do, however, we have not heard from any representative from HSA and have been put on hold for hours both times we called the number provided.  How can we get this resolved? 
Regards,
[redacted]

The second opinion vendor reported no mechanical failure with the unit.  He could see the touch panel and element and checked the drum.  Ran tests on the unit and all tested fine and he also replaced the dryer vent.  The homeowner no longer has a valid contract with HSA and HSA considers this matter closed.

Due to the fact the warranty is in a non-cancellable state, the only way to cancel is through non-payment and you would typically be billed for about 60 days, then the warranty cancels out and you will not be billed further.

June 6, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:      [redacted]...

[redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 214327922   Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated June 2, 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 Mr. [redacted]’s roof leak claim.  On May 31, 2017, Mr. [redacted] placed the service request for the roof leak.  HSA has been unable to locate an HSA authorized service contractor to run the roof leak call.  On June 3, 2017 and June 5, 2017, HSA attempted to contact Mr. [redacted] in order to offer him the opportunity to locate the licensed and insured service contractor of his choosing to run the roof leak call.  When using a service contractor outside of the HSA plan HSA requires 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 cost less the HSA trade service call fee upon receipt of the paid invoice. Otherwise, HSA will continue to search for an HSA authorized service contractor to complete the diagnosis and repair of the roof leak based on the terms of the HSA plan.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & 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. I did fax them the receipts as requested on Thursday, June 9, 2016.  However, this is now the third time I've provided receipts to them that I know they have received already.  In the past and direction I received from their representatives, I've emailed and mailed (with tracking confirmation so I know it was received) these receipts.  I've even received confirmation from them that they received the mailed copies, processed them and that a check was on its way and should have been received by the end of April.  So, no, I do not believe this matter is resolved.  This matter will not be considered resolved by me until I receive the refund check from them.
Regards,
[redacted]

The deductible would be due because the first failure in September was a dual capacitor and  electrical whip and disconnect with the heat pump and the failure filed this month is the control board.  Since there are two separate failures to different parts, a second deductible would be...

due.  While the failures may cause the same symptoms, they are two unrelated part failures.  In order for the deductible to be waived, the failure would have had to be with the same component parts replaced in September.

You were approved for the replacement of one furnace for $1500 and the secondary furnace for $2000, a reimbursement totaling $3500 was processed mid-July and you should be receiving the check any day if you have not already via mail. Typically in situations with using your own company we need to...

talk to the tech upfront, review the diagnosis and get the total cost of the work that needs to be done. Once it's approved a homeowner can complete the work. Then provide a paid invoice to HSA to reimburse the customer for the cost of the work that was approved. Sometimes this process is made more difficult if the two parties trying to resolve this can't get in touch with each other.

After review of the claim.  The customer has accepted the CIL offer.  HSA will await a copy of a paid receipt  for reimbursement back to the customer.  Thank you

Refurbished/rebuilt parts are considered proper per manufacturer specifications and HSA contract.  The vendor has a pre-authorized limit of $250 for perform repairs and HSA is working to get the diagnosis on both units.  On an approved claim, the homeowner can always choose to take...

the cash out amount for what the repairs would be and purchase a new unit.