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]

HSA apologizes for the loss of food, however the contract clearly states that secondary damage is not covered under the warranty.  HSA approved  the claim in full minus the permit fee that was not covered under the warranty.  HSA considered this matter closed.

I'm sorry that you had a bad experience with one of our vendors, please always make sure to make us aware of these situations so we can handle them accordingly with the vendor. I see we did provide a second opinion and we will await the diagnosis from that technician to see if there is a mechanical...

failure with the system itself that the warranty may be responsible for resolving. The warranty covers for mechanical failures of the current systems in the home, we would only replace a unit if there were failures from normal, wear, and tear that necessitate replacement or if the cost of repair is higher than the cost to replace.

May 10, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 206542262   Dear [redacted]:   HSA is in receipt of your letter dated May 5, 2017, enclosing additional correspondence from Mr. [redacted].   Again, HSA does apologize for Mr. [redacted]’s frustration regarding this matter.  However, as previously stated, Section E-8 of the HSA plan specifically states that septic tank pumping is not covered.  HSA will not reimburse Mr. [redacted] for any non-covered pumping charges.  Unfortunately, there is nothing further HSA will do with respect to this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

HSA is unable to locate the customers property address. HSA would need the contract number or the property address that the warranty is assigned to.  Thanks

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]

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]###-###-####

[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]

September 14, 2016         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No. 16 0001400446; 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.                                         ...⇄ HSA’s previous correspondence accurately stated the information in HSA’s records, as well as HSA’s position.  Advanced Air Mechanical, Inc. has reported to AHS that the technician found a minor refrigerant leak on the liquid line and repaired the issue.  The technician also added refrigerant to the system and has reported to HSA that the repair is complete.  If Mr. [redacted] experiences a further issue with the air conditioning system, he should notify HSA so that the matter may be addressed.    A trade call fee is rightfully due from customers for every trade service request, in accordance with Section D-3 of the warranty plan.  In order to amicably resolve this matter, although not liable to do so, HSA agrees to reimburse the customer in the amount of $75 for the trade call fee he paid to Advanced Air Mechanical.  Mr. [redacted] will receive this reimbursement by check in approximately thirty days.    With regard to the charges paid by the customer for sheet metal modifications, these charges are not covered by warranty plan.  Section F-4 of the warranty plan states that coverage does not apply to modification charges or costs for metal fabrication or plenum work.  Based on the terms of the warranty plan, I find that HSA is not liable for these charges.   Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      Customer and Regulatory Claim Resolution Specialist

As of 10/10/15, HSA has attempted to contact the vendor four times to obtain the needed information and have left messages on voicemail and the answering service without having received a call back.  HSA will attempt one more time to reach out to the vendor.

[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,
Karen [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

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.

Thank you.And Thank you Revdex.com I would never have...

received this money if you didn't help out.[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 apologizes for the delays in the claim.  HSA has confirmed that parts are NLA and the furnace would need to be replaced.  The service provider has scheduled and appointment with the customer to come out to the home to quote the job for full system replacement.  once that...

information has been reported to HSA then a representative will review the details with the customer as to the coverage on the terms and conditions of the contract. HSA will also as a service gesture refund the $75.00 ded back for the delays.  Thank you.

HSA apologizes for the customers experience.  HSA would like to send a 2nd opinion service provider out to the home and waive the $75.00 service call trade fee to obtain a new diagnosis for the customers furnace.  The Service provider should be contacting them within the next 2 business...

hours to schedule an appointment.  Thank you

May 3, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:      [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 212083942   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 dispatched C & P Plumbing to diagnose any plumbing leaks.  The service contractor reported to HSA that the main shut off connection to the home was damaged and the failure was not caused by normal wear and tear.  It was also reported to HSA that the hose bibb on the outside of the home was pulled off which was not caused by normal wear and tear.  Section A-1c of the HSA plan provides coverage for covered items that become inoperative due to normal wear and tear.  Section E-2 provides that hose bibbs are not covered.  Therefore, the claim was denied.   Mr. [redacted] disputed the service contractor’s diagnosis and requested a second opinion company.  HSA then dispatched Jed Mechanical Contractors Corp. to diagnose any plumbing leaks.  HSA does not cover secondary damage, consequential damage or any damage caused by or resulting from the failure or malfunction of covered or non-covered “component parts”. Any damage resulting from the actual repair or replacement itself. Conditions beyond our control including delays in obtaining parts, relocation of equipment or labor difficulties including, but not limited to, additional costs associated with repair or replacement of a covered mechanical system due to space restrictions or location of the covered equipment. Any damage alleged to be caused directly or indirectly by the services or the timeliness of the services provided by us according to the provisions of Section F-9.   Section D-1 provides that HSA will not reimburse for services performed without its prior approval.  However, in an attempt to amicably resolve this matter, AHS is willing to review an itemized invoice from an outside company for possible reimbursement of any covered charges.  The invoice should describe what plumbing malfunctions were found, and itemize the work performed and the total costs incurred.  Mr. [redacted] may forward a copy of an itemized invoice to my attention at HSA, P.O. Box 727, Carroll, IA 51401; or via fax at 1-901-597-0430; or via email at [email protected].  Once I receive and review the requested itemized invoice, I will advise you of HSA’s position regarding this matter.   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 this resolution satisfactory "pending" receipt and cashing of the check that is for the plumbing deductible refund which has not yet been received and should have been processed many weeks ago, however will await for additional processing time.  I am satisfied that HSA has properly removed the $25.00 from my account.  
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.

Better Business...

Bureau:
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 understand they need to speak with the service provider; however the problem is getting a hold of HSA as well as the service provider. Why do I have to be go between for HSA? HSA should have contacted a service provider in my area they use and can get a hold of. The whole issue I have, whether or not my claim falls under a condition to be fixed, is the communication with HSA. There is no communication or I have to wait an hour to speak with someone and unfortunately I have to work along with other things to do and I don't have time to sit on hold for an extended period of time. I am not saying it is 100% the fault of HSA and some of it may lie with the service provider and HSA not being able to communicate. But why does the client have to be left in the dark about what is going on. The email response is also a joke because they don't respond within the time frame they list. The other issue is why my account was deleted. Any other company I have used has contacted the appropriate business to service whatever needs fixed. This company has the client act as an employee of HSA and try to set up a service provider. I did receive a message from HSA after I sent a fax and letter to the company and they claim due to what the service provider said it wasn't covered; however I am in the process of verifying what all was discussed. I find it hard to believed the diagnosis occurred how it was presented. If they want to send someone out from their company or whoever their company chooses to look at the issue and they come up with the diagnosis given by HSA then it is what it is. I will try to contact HSA, when I have time, and try to resolve this. Again the whole issue with HSA is the extreme lack of communication.
Regards,
[redacted]