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]

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]

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.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]

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.

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

[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]

[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]

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.

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]

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.

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.

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.

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

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

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]

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]

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.

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.

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