Home Security of America, Inc.

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.

This claim was initiated online on 6/29 as the incorrect item, it was setup as a instant hot water dispenser when the item is in fact a tankless water heater, in lieu of this an HSA vendor was dispatched on 7/1 and the homeowner tried to have [redacted] call in a diagnosis on 7/6 which...

they were not authorized for them to use their own company. This vendor is also on a strict do not use list, which we inform customers whom are approved of using their own vendor. After that we did have our technician out on 7/7, our technician reported that the unit was leaking, was leaking for a long time, and this also caused the rust on the unit and door. The warranty was purchased on 6/28 with the failure being reported on 6/29, due to the indications from the rust within the unit the failure was determined to be pre-existing to the coverage of the warranty. I sincerely apologize, but we would not be able to provide coverage on this item until proof of repair is provided.

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.I am not accepting this reaponse. When I spoke with Leonard the Dave Live Green came out, I explained to him what the issue was and asked if it would be covered. He said that it would be. That my contract covers the main line to the septic. He further stated that he couldn't get a straight answer out of live green and so he needed more info from me. I told him Live Green was only in the house for 2 minutes didn't even look at the pipe just said it wasn't covered and walked back out. I told Leonard I wasn't paying the service fee as he didn't do anything. He said he understood. Now I am being billed also for the second opinion which is ok, but I am not paying for both. All I have been asking is for HSA to do the right thing. I was told it was covered and if they pull the call as I have requested they would hear that. I am asking that they fix my issue or at least pay half which the total is between 3500 and 4600. HSA is a shady company with horrible customer service. If they don't want a bad reputation they need to fix this. 
[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 long hold times in our peak time.  HSA will cover $75.00 of the non covereds as a service gesture as this is the same amount as the customers deductible.  A supervisor will have an associate contact the customer to review the non covered items with the claim. ...

HSA is unable to refund the customer the contract premium as the contract is non cancellable in the state of [redacted].  Thank you

A supervisor has reviewed both claims and has asked an associate to contact the customer for further information.  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 like to add:  Their wait time may have been longer than usual but sometimes when you called the line would ring busy and you had to take time out of your schedule to call again.  Even their stated turn around time on email responses and messages left by phone were not returned in a timely manner.  They make it sound like waiting to get your repair fixed in 16 days after you have reported it is no big deal to them.  I will not be a repeat customer.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.In regards to the AC unit, a Lennox Certified Provider recommended a full system replacement due to some of the issues with the unit and the age. HSA decided to use a non-Lennox certified dealer to conduct a repair on the unit that contributed to me paying out of pocket an additional $425 beyond the service fee. The contractor had to come back out after the unit quit working a 2nd time within 24hrs after the fix. It is now running but I do not have confidence that the system will not need additional work and per the contractor it is not working at optimum efficiency following the repair costing me additional expenses in utility bills due to a "patch job". After all of this was done I received no detailed documentation from HSA or the contractor on what was completely repaired and what specific items required me to pay out the additional $425 dollars out of pocket.Part of my complain was the 3-4hrs of wait time I had to spend on the phone to even get the unit fixed due to inadequate Customer Service support times. I do not accept this was a result of a peak AC times with HSA. No matter what time or day I called in their 24hrs service I waited no less than 35min to reach a rep and actually had several waits over an hour. By checking online reviews with Google, Consumer Reports, or even Revdex.com it is clear this is an ongoing issue regardless of the day, time, season. I feel this is a clear business practice designed to frustrate the customer into giving up and saving HSA the repair/ replacement cost and simply paying out of pocket. I feel this is a deceptive business practice.I would have liked to have my unit replaced as recommended by a certified provider, however since it is now running (even though not efficient) I would be satisfied if compensated for the out of pocket expenses I had to pay to repair the unit instead of replacing and for my time on the phone and taking multiple days off work for contractor visits. I feel a compensation of $650 would be sufficient to cover these costs.
Regards,
[redacted]

HSA is no longer able to assist the customer with any claims.  The contract is no longer in force. It has been cancelled.
Thank you

September 26, 2016
 
Ms. [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           ...


RE:      [redacted]
[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 September 16, 2016, advising of the above referenced
complaint.  The letter has been forwarded
to me for review and response.
 
I have reviewed HSA’s records regarding Ms. [redacted]’s air
conditioning claim.  On September 10,
2016, Ms. [redacted] placed the service request and HSA dispatched [redacted]
Mechanical Contractors, Inc. to diagnose the problem with the air conditioning system.  It appears that [redacted] Mechanical
Contractors, Inc. scheduled the service appointment with Ms. [redacted] for September
15, 2016 and missed this scheduled service appointment.  In order to resolve the matter on September
16, 2016, HSA transferred the service request to Kenneth Buggay Mechanical
Company to diagnose the problem with the air conditioning system.
 
On September 22, 2016, the technician with Kenneth Buggay
Mechanical Company advised HSA that there was a problem with the breaker and an
electrician was needed to address the electrical issue.  In order to resolve the matter HSA transferred
the service request to Electrical Service Professionals and the service appointment
has been scheduled for September 26, 2016.
HSA does apologize for Ms. [redacted]’s frustration regarding the matter.
                                     
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 matter to a close, we would like to know your view on the matter.]It is only their response that says it was improperly installed when the unit was built.  The technician, which we had to find because techs in [redacted] refuse to deal with hsa, did not indicate this to be the issue when he fixed it, just that there was a problem with the pipe
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.  Everything seems completed – I so appreciate all of your help.  You are awesome !!
Regards,
[redacted]

October 28, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No. 36 0001545411; 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 Ms. [redacted]’ complaint.  The customer’s warranty plan became effective on February 3, 2016.  On February 20, 2016, service was requested for the septic system.  Section E-8 of the warranty plan states that coverage of the septic system includes operational failures occurring more than thirty days after the inspection date of the buyer’s coverage.  As the failure of the septic system occurred less than thirty days after the inception date of Ms. [redacted]’ warranty plan, I find that coverage to repair the septic system was rightfully denied.    With regard to the cancelation of the warranty plan, HSA agrees to cancel the warranty plan if the customer requests to do so.  Although not liable to do so, the warranty plan would be cancelled on a cost per day basis.  An administration fee may also be deducted.  If Ms. [redacted] elects to cancel the warranty plan, she should notify me so that cancellation can be processed.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.

The equipment has been ordered and has to be transferred in as it is not stock locally.  HSA spoke with the vendor today and there will be no other out of pocket expenses for the homeowner.

HSA has already mailed out the reimbursement check to the homeowner on 11/3/14 without receiving the paid receipt first.  HSA is asking the homeowner to send in a copy of the receipt once the new unit is purchased.

Per the technician, the leak is within the foundation wall, it is a concrete encased pipe that is leaking. Per the HSA contract, section F, number 5.  Providing access to a covered component or system other than plumbing or ductwork systems. HSA will pay to provide access to plumbing and duct...

work systems through unobstructed walls, ceilings or floors only, and will return the access opening to a rough finish condition. HSA is not responsible for moving obstructions including, but not limited to, built-in appliances, systems, cabinets, tile and floor coverings or pulling and resetting a sink, shower or bathtub to access a failure. Any plumbing or duct work failure requiring access through concrete, stone, rock or brick is limited to $500 aggregate for total repair cost including access, diagnosis, repair and/or replacement, even if the primary failure is not located within the concrete, stone, rock or brick.  HSA would approve the $500 aggregate per the terms and conditions of the contract. HSA is unable to find an excavating company for the homeowner, so the homeowner can use a company of his choice, who is licensed to do this type of repairs

[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. In addition I would also like to cancel my service with the company. I've made numberous attempts to do so and still have not received a call back in reference to my cancellation.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.
The business does not acknowledge my previous response and is therefore not responding in a concrete matter. If HSA is not accepting my valid claim for a higher reimbursement, I want this to go to mediation. 
Regards,
[redacted]

The blower motor is a coverable component and it would have also been coverable under the manufacturer warranty, however the failure was not due to normal wear and tear.  It was caused by the drywall dust and debris.  The homeowner's technician advised HSA that he would not be able to...

trade the blower motor in on the manufacturer warranty due to the dust and debris as well.  The denial stands.

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.]I realize that it appears we are at an impasse, but I will absolutely never accept this company's refusal to address the ACTUAL problem. 
Regards,
[redacted]

February 9, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:      Paul W. D[redacted]; Revdex.com Complaint ID No. 11945601; HSA Reference No. [redacted]                         Dear [redacted]
* Home Security of America, Inc. (“HSA”) is in receipt of your letter dated February 6, 2017, regarding the above referenced complaint.    Please be advised that HSA mailed the plan to Mr. D[redacted] property address upon our receipt of the premium plan fee payment on December 20, 2016.   HSA does apologize for Mr. D[redacted] frustration; however, we accept no liability with respect to any service delay as stated in the letter dated January 25, 2017.  HSA is not responsible for the delay in the manufacturer providing the equipment to the HSA authorized service contractor.    Additionally, HSA does not provide coverage for the repair of or compensation with respect to secondary damage.  Therefore, HSA’s position remains unchanged and is final.  HSA accepts no liability with respect to the repair of any secondary damage to the home, including but not limited to, the repair of the drywall and insulation.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     Marcy Cody Customer & Regulatory Claim Resolution Specialist