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.
Since HSA basically destroyed my paperwork I would like my complaint to remain on Revdex.com as unresolved. A company should not be able to say "we got rid of your paperwork" and that be deemed acceptable. People should be warned about the way HSA conducts their business. In addition, now the fan on my outside unit is malfunctioning, which was installed at the same time as my malfunctioned A-Coil. It seems that faulty equipment was purchased. So I, again, called the company who installed the system (Affordable Home Care Services) and they said HSA approved and ordered the parts, Affordable Home Care Services just picked them up & installed them. So at this point because no one can provide me information or paperwork, I don't know if HSA purchased faulty parts that shouldn't have been used, if they were damaged in the process of installation, or what happened. The fact that now two major components to the system are malfunctioning seems questionable.
Regards,
[redacted]

A supervisor will contact the homeowner to have a GE certified service provider out to the home for a second opinion on the range.  HSA will pay for the service call on the second opinion.

June 9, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 210623362   Dear [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 has authorized Tidewater Sales Solutions to replace a faulty three (3) ton evaporator coil with a new three (3) ton evaporator coil.  Section D-2 of the HSA plan states that replacement shall be with systems comparable in features, capacity, and efficiency; HSA is not responsible for matching dimensions color or brand.  The service contractor reported to HSA that there would be additional charges for ductwork modifications, lineset modifications, and a secondary drain pan.  Section F-4 provides that HSA does not provide coverage for modification charges or costs for metal fabrication, plenum work, or electrical changes necessary to install new equipment.  Therefore, Mr. and Mrs. [redacted] were responsible for any non-covered modification charges.   In the alternative, HSA has offered Mr. and Mrs. [redacted] the option of a cash reimbursement in the amount of $670.00 lieu of the evaporator coil replacement based on HSA’s costs.  Section D-2 provides that HSA reserves the right to offer cash in lieu of repair or replacement based on what HSA can expect to pay to repair the failure (parts and labor); this amount may be less than retail or less than your actual cost. Once a failure has been diagnosed, subsequent failures to the same system will be exempt from coverage unless and until proof of repair is submitted to HSA. Proof shall include, but is not limited to, receipts verifying repair and/or replacement.    HSA’s position does remain unchanged.  Based on the terms of the HSA plan, Mr. and Mrs. [redacted] can allow Tidewater Sales Solutions to replace the evaporator coil and be responsible for the non-covered modification charges; or they can hire a company of their choosing and be reimbursed in the amount of $670.00.  Mr. and Mrs. [redacted] may contact HSA’s Service Department directly at 1-800-776-4663 to advise of which option is decided upon so that this matter can be resolved according to the provisions of the HSA plan.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

January 23, 2017   Ms. Stacy [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:      Megan J [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. [redacted]                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated January 17, 2017, regarding the above referenced complaint.                                        HSA does apologize for Ms. [redacted]’s frustration regarding the boiler claim; however, HSA’s letter dated January 17, 2017, accurately and correctly states HSA’s position.  HSA has provided Ms. [redacted] with a check for the plan limit with respect to the boiler in the amount of $1,500.00. Check Number [redacted] in the amount of $1,500.00 was released by HSA on January 17, 2017 and no further reimbursement or compensation will be provided by HSA regarding this matter.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     Marcy [redacted] Customer & Regulatory Claim Resolution Specialist

HSA apologizes for the long hold times the homeowner experienced.  HSA has not received the invoices for the multiple deductibles the homeowner has paid, please email them to [redacted] ,Attn:[redacted]--URGENT.

[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: We did in fact...

receive a response from HSA after contacting you.  We greatly appreciate your help in resolving this issue and hope all future contact with HSA will be handled in a responsible business manner that is also fair to consumers. 
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]

June 23, 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. 191265082   Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your emails dated June 21, 2017, advising of the above referenced complaint.  The correspondence has been forwarded to me for review and response.   I have reviewed HSA’s records regarding Mr. [redacted]’ leak claim.  On June 20, 2017, Mr. [redacted] placed the service request through HSA’s automated system and HSA dispatched Hometown Rooter Plumbing to diagnose the leak problem in the home as a normal call.  Later on June 20, 2017, Mr. [redacted] advised HSA that the issue was a gas leak and confirmed that the gas had been shut off to the home.  HSA’s procedure is to not expedite the service request if the gas can be shut off.   However, upon further review and in order to amicably resolve this [redacted]er I have reviewed Mr. [redacted] invoice from The Brookline Plumber, LLC for the repair of the two gas leaks. HSA is reimbursing the repair cost of $914.00 less the $75.00 HSA trade service call fee for a total reimbursement of $839.00.  Mr. [redacted] will receive the check in the amount of $839.00 in approximately ten to fourteen business days.   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.They paid half of the construction without a receipt or talking to the worker.  If they would have taken care of this, they would have the receipt, but they wouldn't respond, so I finally had it taken care of.  This is more of their refusal to provide what they say they will provide.  Of course the electrician doesn't want to get involved.  He knows he will get nothing but a hard time and no resolution. This company is a sham, and the Revdex.com should have them shut down.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

HSA apologizes for the customers claim experience.  HSA has tried multiple times to obtain the diagnosis in reference to this claim from the service provider.  To date HSA has been unable to proceed with the claim to determine any cover age an or any form of reimbursement until the...

technician has called in to HSA. They may call ###-###-####. Thank you.

The claim is approvable and an authorization associate will be contacting the homeowner to review his options.

The pictures from the homeowner's second opinion have been reviewed and denial stands. A service support specialist will be to contacting the homeowner to advise.

HSA maintains it's stance on this claim. The warranty has since been cancelled. If there is any inquiry regarding reimbursement for the cost of warranty, the policy holder will need to contact the retention department at HSA. Here is the cancellation policy as written in the warranty:  "Residents of Minnesota: Obligations of the provider under this service contract are backed by the full faith and credit of the provider. Free Look Provision - If no claim has been made, and you return this contract to us within 20 days of the date the contract was mailed to you by us or within 10 days of the delivery of the contract, if delivered to you at the time of sale, the contract is void and we will refund you the full purchase price of the contract. A 10% penalty per month shall be added to the refund that is not paid or credited within 45 days after the return of this contract to us. The right to void the contract is not transferable and applies only to the original contract purchaser."To Revdex.com- HSA considers this matter closed.

We are working with the customer towards a resolution on this. If there are further issues with Zoom, we will get another company out asap. This should not be an issue. I also would like to apologize for the difficulty you've experienced with this thus far.

The initial call where the claim was filed has been reviewed and...

the homeowner was advised if they use their choice of service provider, HSA would adjust the pricing to what the affiliated service provider would have charged for the same repair and the homeowner agreed to this.  The affiliated vendor could do the repairs for $90.00.  The deductible is $75.00, so the reimbursement would be $15.00.

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.
We did not ever cancel our HSA Contract, nor did we instruct the seller's agent to do so.  However,  if this is true, why is it that between 11/14/14 & 12/11/14 we did not receive a copy of our contract, followed by a cancellation?  We did not receive any of the necessary documentation stating these statements from HSA.  Once again, backdating our policy without providing the contract information to us is fraudulent to reject our full claim.  We were not told about a pricing adjustment, we were informed that this would be handled with special consideration since we were not given ANY of the proper information, contracts and documentation regarding procedures for filing a claim.  
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.We called after we received the first bill and were told the issue was resolved and would not receive any more bills by your customer service agent.  Now we are getting a different story. Now, we are trying to resolve this issue over telephone we wait on hold for 2 hours (multiple times) and no one picks up.  We are worried that this is a scam.  We never signed up for this insurance or to extend the service.  The home owner did not sign up either.  
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

HSA apologizes for the lengthy hold times that the homeowner has experienced during our peak call period.  The homeowner has an appointment scheduled with the vendor for today.

[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. However, I would advice HSA to pay more attention to the claims. Try to resolve problems, not walk away leaving us with the problem unresolved. The key is to keep customers not to let them go because they are frustrated and unsatisfied. If we have this type of insurance is because we don't have any other help available, I was counting on you. And you let me down. Don't do this to other people.
Regards,
[redacted]

October
25, 2016
 
Ms. [redacted]
Revdex.com of Wisconsin
10019
W. Greenfield Ave
Milwaukee,
WI 53214
                       
RE:      [redacted] M [redacted]; Revdex.com Complaint ID No.
[redacted]; HSA Reference No. [redacted]
           
Dear
Ms. [redacted]:
 
Home
Security of America, Inc. (“HSA”) is in receipt of your letter dated October 18,
2016, regarding the above referenced complaint. 
 
Please
be advised that HSA verified that Moonstar Appliance Inc. received the parts
and completed the repair of Mr. [redacted]’ refrigerator on October 17, 2016.  Therefore, it appears this matter has been
resolved.
 
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.
[To assist us in bringing this [redacted]er to a close, we would like to know your view on the [redacted]er.]
To whom this may concern,     I was told that the condenser was on a rush order and that the contractor would call me with a scheduled time to install the units as well as a detailed invoice with a break down of the charges. I have still not received a call, email nor voice mail from the contractor nor did the business offer me reembursment of the window units. The business is now pointing the finger at me when this whole ordeal was between the contractor and business dropping the ball on the customer. I am still asking for the business to own up to their mistake and pay the contractor the amount owed in replacing my AC unit. This problem has been going on for almost 2 months/the whole summer in temperatures in the triple digits with the humidity. I don't think this is to much to ask for the amount of time that I have been a customer and never had to use the warranty. With the business not be checking with the customer and the customer making more than 50 calls to resolve this problem is unacceptable. I am not even looking for damages to my doors and floors swelling due to the heat as well. Pay the amount to the contractor and let's move on. Also have the contractor call the customer. I think this contractor and business is incompetent and the communication is the lowest I've seen working in this industry. If I don't receive a phone call (no emails or voice messages) to speak to someone in charge then I will have no choice but to seek legal action for damages on both the business and contractor. If what you say is true then you should have some paper trail to justify your n action. I have every phone call, time and name of the employees of the business and contractor during this ordeal. I look forward to speaking with you to resolve this [redacted]er. 
Regards,
[redacted]###-###-####