Home Security of America, Inc.

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

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.

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] this company continues on lying. they recently canceled my account and have refused to give me a refund. here re is copy of one of the emails they sent me. Dear [redacted] , This email is confirmation that your Credit Card has been successfully charged.Please see the details of the transaction below:Contract Number: [redacted]Card Number: [redacted]Expiration Date: [redacted]Reference #: [redacted]Amount: $52.87If you have any questions or concerns

As previously stated HSA covers for failures within 30 days labor and 90 days on parts.  The customers contract has since expired. If they feel that the failure is due to the workmanship of the service provider they would need to contact them at ###-###-#### to remedy the situation.  If said problem would have not been the vendors issue then the customer may work with them as well if they choose to for any types of repairs and or replacements.  HSA considers this matter closed.  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.]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]

[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]

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

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]

IF the customer refuses to approve the repairs at this time, HSA can review options with the homeowner as HSA reserves the right to repair or replace.  If the homeowner would like an associate to contact him directly, please have them respond to this and HSA will have someone reach...

out to him.

[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
 I will accept no less than $300 dollars cash out. That is better than your vendor would charge you I ll provide HSA a receipt of completed repairs

HSA contacted the vendor on 10/26/15 to verify and they have not called HSA back.  HSA will reach out to them again today.  HSA never received the invoice for the $65 the homeowner paid to [redacted].  Please attach that invoice in PDF form for HSA to review,

April 26, 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. 204879282                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated April 24, 2017, regarding the above referenced complaint.    In order to amicably resolve this matter on April 13, 2017, HSA dispatched Fire and Ice North LLC to run a second opinion service request on the heating claim.  On April 25, 2017, Fire and Ice North LLC reported to HSA that the heat exchanger was cracked due to the normal wear and tear of age.  HSA has authorized the replacement of Mr. [redacted]’s gas furnace based on the terms of the HSA plan and the new furnace has been ordered.  Once Fire and Ice North LLC receive the equipment they will contact Mr. [redacted] to schedule the service appointment to complete the installation of the new gas furnace.   HSA does apologize for Mr. [redacted]’s frustration regarding the heating claim.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

The deductible is due at the time of the service call.  Per the terms and conditions of the contract, on page 4, number 3.  TRADE CALL FEE: you are obligated to pay the $75.00 trade call fee or the actual cost to repair/replace, whichever is less, for each separate trade call. 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. Your payments must be made prior to completion. We will not respond to a new request for service when any previous trade call fee is outstanding. Failure to pay the trade call fee will result in suspension of service until such time as the proper fee is paid. At that time, service coverage will be reinstated, but the service period will not be extended. Additional work performed by the independent service contractor at your request will be at your sole cost and risk.   In the case of a denied claim, you will be responsible for, in addition to the trade call fee, any overtime charges incurred and/or charges incurred to provide access to the failure. HSA will request your approval prior to work involving overtime or accessing charges. Your refusal to approve these potential charges may cause a delay in service or the inability to diagnose the failure and determine coverage availability.  The deductible is due on this claim. 
 
If the homeowner had their own vendor out to the home, she can send in the invoice for review.

An associate will contact the homeowner to obtain the vendor information so HSA can call them directly to get the diagnosis of the failure.

HSA is reaching out to [redacted] for more information and will contact the homeowner once information is received.

April 20, 2017    [redacted]Revdex.com of Wisconsin10019 W. Greenfield Ave.Milwaukee, WI 53214 RE:       [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 plumbing issue.  On April 6, 2017, service was requested for a plumbing leak and the request was dispatched to Modern Plumbing of Evansville, Inc. to diagnose the issue.  On April 10, 2017, Modern Plumbing reported to HSA that the technician had not been able to reach [redacted] to schedule an appointment.  HSA’s records do not indicate that HSA approved the customer to have repairs completed by a company of her choice.  Section D-1 of the warranty plan states that the customer must notify HSA prior to repair or replacement.  This notifications includes the requirement that HSA has the opportunity to speak with the service contractor prior to implementation of any repairs.  Failure to do so may result in the denial of reimbursement for expenses incurred by the customer. In order to amicably resolve this matter, although not liable to do so, HSA agrees to review an invoice for the completed plumbing repair.  The requested information should include the technician’s diagnosis of the cause of the failure, as well as a breakdown of costs incurred to complete the repair.  When I have received and reviewed the requested information, I will further advise the customer of HSA’s position.   Thank you for your consideration. Sincerely,  HOME SECURITY OF AMERICA, INC.   [redacted]      Customer and Regulatory Claim Resolution SpecialistP.O. Box 727, Carroll, Iowa 51401Fax: ###-###-####Email: [email protected] us why here...

[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]

August 31, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] M. [redacted]; HSA Plan No. 36 [redacted]2; 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.   AHS apologizes for the frustration [redacted] has experienced.  I have reviewed HSA’s records with regard to the refrigerator issue.  On August 26, 2016, Sears reported to HSA that the return air duct was obstructed.  However, the technician was not able to verify what caused the obstruction.  Therefore, HSA dispatched a service request to Eazy Appliance to further diagnose the issue.   In order to amicably resolve this matter, although not liable to do so, HSA agrees to replace the refrigerator.  Section D-2 of the warranty plan provides that replacement shall be with systems comparable in features, capacity, and efficiency.  HSA is not responsible for matching dimensions, color, or brand.  HSA’s Appliance Purchasing Department will contact the customer to discuss replacement.  [redacted] may also contact HSA’s Appliance Purchasing Department at ###-###-####, option 3, to discuss this issue.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [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. 
Regards,
 
[redacted]