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]

The homeowner was advised that pricing would be adjusted to what HSA's affiliated vendor would have charged for the same repair due to the fact that HSA affiliated vendor was available to do the repair. A supervisor spoke with the homeowner yesterday and explained the pricing...

adjustment.  The homeowner approved the non-covered charges and is proceeding with having their vendor complete the repairs.

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.
As I said before, this warranty is not worth the paper it is printed on.  For me, this complaint will always remain open.  I have told my real estate agent about my complaints and said she needs to switch companies.  Where ever I can, I will post bad reviews on this company.
Regards,
[redacted]

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]

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.
My complaint should not be marked as answered or handled.   Yes they finally sent a company out to fix the dishwasher, but they only did so under duress and have never addressed the fact that the first company they sent never actually replaced any parts on my dishwasher.   I want my complaint against them to show up as not resolved satisfactorically as they are still using the same company to service others that cheated me.  Replacing that company and promising never to use them again is a start at resolution.  
Regards,
[redacted]

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

HSA would need a diagnosis from a licensed technician on what was actually failing with the a/c unit. to determine if this is a coverable claim.  For the electrical issue, no claim has ever been filed for this.  For the dishwasher claim, HSA honors a potential recall on labor for 30 days...

and parts for 90 days.  The first claim was filed in April, which is past both labor and parts recalls.  The contract is a non-cancellable contract per the terms and conditions of the contract.

HSA did approve for the replacement of the customers water heater.  With the replacement in the customers area there were some items necessary that needed to be done to bring the new unit up to code and installation modifications and permit pulled.The Contract does not cover for any of these...

items, but does cover for standard labor and the like kind and quality of equipment.  The customer did not agree to any of these non covered items payable to the HSA preferred vendor and chose to take the cash out option and move forward with an outside contractor for replacement.  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

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.
This is the second complaint I've filed on this business regarding the same chain of issues. Since my last complaint, the plumbers came and fixed reported leak 6/18. They said since they cut holes in the property to search for the leak HSA would fix it. They said they would report this and I would wait for a call from HSA to get drywall fixed. I left a message with HSA on 6/22 as prompted on the phone, being told on the message to expect a call from them in the next business day. I heard nothing. On 6/24 I spoke with the plumber and he told me he reported it and would do so again. I heard nothing from HSA to get it repaired. On 6/25 I called HSA to ask about this again and spoke with a representative about this, she said she would "put a note on it" which is EXACTLY what I had been told in the past without a response to an issue, and supposedly it would be forwarded on to another department for approval. The plumbers called my husband today to follow up to see if we had heard anything about the fix from HSA and we have heard nothing. We have huge holes in our drywall in a home we just purchased, and these are supposed to be covered. HSA is not responding to us again, just like this happened when we had the leak that caused this, and the only time they called us back was when the Revdex.com got involved.We want them to arrange and approve the drywall repair and have it fixed to code and to our liking.They should respond to their consumers in a timely manner as well, such as within 24 hours of inquiry.
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,
Karen [redacted]

If the homeowner would like to have their own vendor out for a second opinion, they are welcome to do so and HSA will review their findings for potential coverage.  The technician would need to call HSA once they have a diagnosis, but before they do any repairs and speak to an authorization...

associate.

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

[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]

Per the HSA contract, the homeowner is responsible for the $75 trade call fee.  This is due at the time of service, whether the claim is approved or denied.  The $75 covers the technician's trade call fee for their services to come to the home.  HSA will not refund the homeowner for...

the $75 deductible.

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.

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]

[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]

June 29, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 212171402   Dear [redacted]:   HSA is in receipt of your letter dated June 23, 2017, enclosing additional correspondence from Mr. [redacted].   Again, HSA does apologize for Mr. [redacted]’ frustration regarding this matter.  However, my previous correspondence dated June 23, 2017, accurately and correctly stated HSA’s position regarding this matter.  HSA’s position does remain unchanged.  Mr. [redacted] may contact HSA’s Service Department directly at 1-800-776-4663 to place a service request on any covered item.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

April 4, 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 plumbing issue.  On March 28, 2016, service was requested for plumbing leaks and the garbage disposal.  The request was dispatched to Thomas and Sons Plumbing Service to diagnose the issue.  On April 1, 2016, Thomas and Sons reported to HSA that the technician was not able to locate a plumbing leak.  HSA authorized the technician to repair a bathroom faucets.    If the customer is in possession of a proposal for repairs to the wall, she may forward the detailed information to me for review.  The requested information should include a breakdown of costs necessary for 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 Specialist P.O. Box 727, Carroll, Iowa 51401 Fax: ###-###-#### Email: [email protected]