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. 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]

The customer did file a claim on his furnace and the claim was approved for the replacement of the unit.  The customer does reserve the right to use his own service provider however he would be paying retail rates to have the unit replaced.  HSA has preferred affiliated service providers...

with signed contracts to complete the job for a particular labor rate and HSA does supply the equipment at our National contracted rates as well.  HSA approved the claim for the cost of the furnace and standard labor only at $717.69 less the customers $75.00 deductible for a cash out option reimbursement of $ 642.69 once HSA receives a copy of a paid receipt for services rendered.  HSA's contract does not also cover for any permits and or any type of installation modifications needed to install the equipment and this is per the terms and conditions of the contract.  Thank you

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.

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]

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

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 further review, HSA will reimburse the homeowner $354.01 for the PRV replacement.  The check will be mailed out tomorrow.

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]

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]

[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]

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.

HSA adjusted the pricing for the repairs to what HSA's vendor would charge for the same repair.  The difference in the pricing is retail pricing versus home warranty pricing.  The contract is not-cancellable in the the state of North Carilina, so the homeowner is unable to cancel the...

contract until it comes up for renewal.

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

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Based upon the poor service and neglectful behavior on the part of HSA in the past 3 months, leaving my family with inadequate air conditioning for our home, causing my family stress and needless discomfort, I have no reason to trust HSA.  HSA continually focused upon the cracked heat ex-changer,  for which there was no urgency to repair in the hottest part of the summer, but HSA repeatedly ignored the first and foremost urgency of repairing the hole in the freon line of the air conditioning unit.The service man "patched" the hole in the freon line after I pointed out that it existed.  Such patches sometimes fail to prevent further leaking of freon AND there is no evidence that there are not more than one hole in the freon lines.  Therefore, I ask that the Revdex.com keep this complaint open for another 30 days to be certain this repair has been completed thoroughly and there are no other leaks in this system.HSA has failed repeatedly to be accountable without the presence of the Revdex.com in these actions.  Previous to the Revdex.com being contacted, HSA made false statements, provided false excuses for not providing proper service, made failed promises repeatedly, took no action to repair the air conditioning unit freon leak and generally ignored my complaints after placing me on several occasions on hold for one to two hours at a time.  The Revdex.com has motivated HSA to finally provide the service we have paid for.  I implore the Revdex.com to remain involved until September 25th, 2015, which is a reasonable length of time to determine if the leak has been repaired.
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]

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.

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.

June 9, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted] & [redacted]; HSA Plan No.[redacted] 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 air conditioning issue.  On April 30, 2017, service was requested for the air conditioning system and the request was dispatched to Air Max Heating and Cooling, L.L.C. to diagnose the issue.  On May 11, 2017, the service request was transferred to Fast Response Heating & Cooling to diagnose the issue.   On May 15, 2017, Fast Response reported to AHS that the evaporator coil in the air conditioning system needed to be replaced.  There were some items necessary for the replacement that are not covered by the warranty plan.  Section E-6 of the warranty plan states that modifications necessary to install a new coil in the existing space will be the responsibility of the homeowner.  Section F-3 of the warranty plan provides that HSA will not pay costs related to refrigerant recapture, evacuation or disposal of refrigerants or contaminants.  Section F-4 of the warranty plan states that coverage does not apply to modifications charges or costs for metal fabrication, plenum work, or electrical changes necessary to satisfy the installation requirements of a new replacement unit.  Section F-13 of the warranty plan provides that the customer may be charged an additional fee by the service contractor to dispose of an old appliance, system or component.  The charge to the customers for items not covered by the warranty plan was $480, payable by [redacted] and [redacted] to Fast Response.    On May 8, 2017, service was requested for the furnace and the request was dispatched to Fast Response to diagnose the issue.  Fast Response reported to HSA that water was leaking into the furnace, damaging the unit.  Section F-2 of the warranty plan states that coverage does not apply to water damage.  Section A-1-C of the warranty plan provides that HSA will provide home protection coverage for authorized repair or replacement of component parts mentioned as covered in accordance with the terms and conditions of the contract that fail 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 terms of the warranty plan, coverage to repair the furnace was denied.    HSA elected to dispatch a service request to Pro Source Heating & Air Conditioning to diagnose the furnace and provide a second opinion.  Section D-2 of the warranty plan states that HSA reserves the right to obtain second opinions at our expense.  Pro Source Heating has reported to HSA that an appointment has been scheduled for June 13, 2017, for the technician to diagnose the furnace.  If the customers need to contact Pro Source Heating regarding the appointment, they may reach the company by telephone at ###-###-####.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.   [redacted]           Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 Fax: ###-###-#### Email: [email protected]