Home Security of America, Inc.

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

September 14, 2016
 
Ms. [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           
RE:      [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 184564702
                       
Dear Ms. [redacted]:
 
Home Security of America, Inc. (“HSA”) is in receipt of your
letter dated September 6, 2016, regarding the above referenced complaint.  The correspondence has been forwarded to me
for review and response.
 
Check Number 22884604 in the amount of $814.91 for the
ceiling fan was released by HSA on September 6, 2016 and mailed to Ms. [redacted]’s
property address.
 
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer
& Regulatory Claim Resolution Specialist

HSA apologizes for the customers experience and will as a service gesture refund back the $75.00 deductible. Payment will be made 12/9/2015.

The homeowner refused to use an HSA affiliated vendor and was informed up front that he would not be reimbursed for doing so. Then after he called in again and was informed of this on separate occasions. The policies set forth in the warranty need to be followed or HSA will not provide coverage regardless. The warranty states the customer must allow for HSA to provide a vendor. Here is an excerpt of this within the agreement, "You shall take every precaution to protect the property giving rise to the “Operational Failure” until the necessary repair or replacement is authorized by HSA and made. Repair or replacement shall be performed within forty-eight (48) hours, under normal circumstances, of an approved claim by a service contractor chosen by HSA, unless a service contractor of your choice is approved by HSA when you report the malfunction or “Operational Failure” by telephone. HSA selected service contractors must be used on all claims."

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.

[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]

[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]

If the homeowner would like second opinion, they can contact their vendor and have them report their findings to HSA for review.  The vendor can call the vendor hotline at ###-###-####.

HSA will approve the homeowner to use their own vendor and waive the deductible for a second people. Please have the vendor call HSA at ###-###-#### to give the diagnosis of the failure.

HSA apologizes for the customers experience on the water heater claim.  The claim has been approved for reimbursement of $ 1000.00 and was paid 1/14/16 check # [redacted].  HSA will also refund the $75.00 deductible as a service gesture and that will be paid out on 1/15/16.  Thank you

HSA apologizes for the delay in the claim process and has refunded the homeowner the deductible as of yesterday 6/15/15.  This was a shipment error and unfortunately out of HSA's control.

HSA would need a contract number or property address to be able to assist the homeowner with this please.

HSA apologizes for the inconvenience this has caused the homeowner.  The equipment was order on 6/9/15 and the vendor was given the necessary information for pickup of the unit.  HSA is refunding the homeowner the $75 deductible as service gesture due to delays and equipment...

issues.   The check will be mailed on 6/11/15.

HSA has reviewed the calls between the homeowner and HSA.  The homeowner advised HSA on 8/19/14 that the old unit did not have any sensors or wall button.  Per the contract on page 3, number 3.  Interior Electrical System: Covered: garage door opener (2 systems maximum) must meet...

current safety standards; includes track assembly and carriage unit if part of the opener unit.  The garage door opener that was replaced had to have the safety sensors in order to have coverage.  The denial of the claim stands.

HSA apologizes for the delay the homeowner experienced with this claim.  The claim has been approved and the check ($365 minus the $75 deductible) will be mailed out tomorrow,

HSA  apologizes for the customers claims experience.  At this time HSA would not move to replacement but has dispatched G &W Whims and has requested a SR Technician to diagnosis the failure.  We have also waived the service call trade fee as well.Thanks

March 22, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:     ...

[redacted]; Revdex.com Complaint ID No. [redacted]; HSA Plan No. 203164502                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated March 15, 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 Mr. [redacted]’s microwave and range claim.  On February 13, 2017, Mr. [redacted] placed the service request for the microwave and range and HSA dispatched Appliance Repair Inc. to diagnose the problems with the appliances. On February 20, 2017, the technician reported to AHS that a burner and electrode shorted on the range and the capacitor, diode and three door switches shorted on the microwave.  HSA approved the repair and ordered the parts for Appliance Repair Inc. to complete the repair of the range and microwave.   On March 10, 2017, the technician reported to HSA that the magnetron for the microwave had shorted as well and HSA ordered the additional part to complete the repair of the microwave. Our supplier provided an estimated arrival date of March 22, 2017 for the magnetron.   However, the Account Executive for the area had this matter reviewed and HSA is currently following up directly with Mr. [redacted] regarding the repair options available for the microwave claim.  Therefore, it appears this matter is being resolved.   HSA does apologize for Mr. [redacted]’s frustration regarding the matter.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

As it is, the filters were removed from the microwave and the microwave failed after this was done, because the system was used without them. This is what had happened. You were offered a second opinion at the time of the denial and you chose not to take it. There's nothing further that can be done here.

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.]HSA said they cannot assist with the replacement of the water heater, as it is under warranty. HSA purchased THAT water heater (non-functioning) and installed THAT water heater (non-functioning). Our old hot water heater needed replaced because there were flames shooting from the bottom of it an charring the side. It did still come on though. The new water heater HSA installed never EVER worked, not even for one minute. They simply installed a broken water heater and then said it was our problem. The technician who installed it should not have left until the problem was fixed or a functional water heater ordered to replace it.We contacted another contractor on our own and had the repair done without HSA being involved. 
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].  I do not agree with thecontractor/handy man.  However I do not have any re-coarse.  
Regards,
[redacted]