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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] 2/16/16 - As of today's date I have not received any check from HSA.  Once a check in the amount of $1300+ is received I will be happy to resolve my complaint with HSA.[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 response does not address most of the issues brought up. They instead chose to only answer one issue the mold. Under their current operations the mold would have formed before any company scheduled a service call, and the plumber would have caused extensive damage accessing the leak knowing they would not be responsible for repairs to the structure. This is not detailed in the fliers given by the realtors. It is instead referenced to look further for additional limitations. To apologize but not offer to change the claim experience is a hallow uncompassionate response. Still each time I call them they leave you on hold for around one hour before anyone talks to you. It is a tactic used to reduce claims. Insurance companies often make the initial claim process slow to deter claims. Never are you offered any rapid response. We are now negotiating another claim they are also refusing to repair correctly claiming limitations and making me wait an hour each time I call. The company has not answered my complaint completely and has chosen instead to skirt the issues presented with a vague apology. Not acceptable and very unprofessional.
Regards,
[redacted]

September 23, 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. [redacted]
                       
Dear Ms. [redacted]:
 
Home Security of America, Inc. (“HSA”) is in receipt of your
letter dated September 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 Ms. [redacted]’s sump
pump claim.  On August 10, 2016, Ms.
[redacted] placed the service request through HSA’s website and HSA dispatched All
Clear Plumbing and Drain Service to diagnose the problem with the sump pump.  On August 12, 2016, the technician reported
to HSA that the sump pump had failed; however, the pump was not pumping ground
water only as it was connected with the air conditioning system.  Section E-2 of Ms. [redacted]’s HSA plan provides
that the coverage is for the primary sump pump for pumping water only.  Therefore, HSA is rightfully not responsible or
liable for the repair or replacement of the sump pump.
 
Section D-3 of Ms. [redacted]’s HSA plan provides that the plan
holder will pay the deductible for each separate trade call.  The trade service call fee is due whether service
is approved or not.  However, as a onetime
courtesy HSA has waived the $100.00 trade service call fee for this claim and
will no longer attempt to collect this amount from Ms. [redacted]. 
 
In the future Ms. [redacted] should contact HSA’s Customer Service
Department if she has any coverage questions before she places a service
request as the trade service call fee will be due on all future claims.
                                     
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer
& Regulatory Claim Resolution Specialist

HSA apologizes for the delays with the equipment order through the manufacturer.  HSA will refund the homeowner her $55 deductible as a service gesture.  The equipment has been and the vendor was notified of the pickup number.  They will be contacting the homeowner to schedule...

installation.

HSA apologizes for the customers experience.  If the customer can attach a pdf formatted copy of their paid receipt a Supervisor will review for potential coverages. Thank you.

I apologize for the difficulties with your claim. In regards to the original service visit where you were charged for the freon, I would have you send in the receipt of the charges for the freon and we can reimburse that to you. Please send a legible copy of the receipt to...

[email protected] and include your address in the subject line. Then we can get the reimbursement processed for you. For the follow up service that was required I see you were given outside authorization to use your own company to diagnose and perform the repairs, please remember to have the company call in the diagnosis to the number provided to you when this was setup to receive authorization before repairs. Even if the repairs were completed still have the tech call in so the cost of repairs can be approved to reimburse you, due to the climate in your area we can make an exception to the guidelines if necessary. You would send in the copy of the receipt for the repairs to the same email provided for the freon reimbursement.

September 7, 2016
 
[redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 53214
 
RE:          [redacted], Revdex.com
Case ID No. [redacted]; HSA Reference No. [redacted]
 
Dear [redacted]...

[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 does apologize for [redacted]’s frustration regarding this
matter.  The records do not indicate that
a service request has been placed for the refrigerator.  Should the refrigerator malfunction, [redacted] may contact the service department directly at ###-###-#### to place a
service request.
 
With respect to the cooktop, it appears that the left back burner
on the cooktop was cracked and Ansley Appliance Service, LLC was authorized to
complete the covered repairs.  In the
alternative, a cash reimbursement in the amount of $149.95 is available to [redacted] upon HSA’s receipt of a paid invoice documenting the repair and/or
replacement of the cooktop.  The
reimbursement amount represents HSA’s costs to complete the covered repairs.
 
With respect to the dishwasher, Ansley Appliance Service, LLC
reported to HSA that the pump motor assembly had failed and needed to be
replaced.  Unfortunately, it appears that
there has been a delay as the service contractor has not provided HSA with a
repair cost.  Therefore, in an attempt to
amicably resolve this matter, HSA has authorized the replacement of the
dishwasher.  The Purchasing Department
will contact [redacted] directly to further assist with the replacement of the
dishwasher and/or a cash reimbursement option. 
[redacted] may also contact the purchasing department directly at
###-###-#### (option 3) for any further assistance regarding this matter.
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
[redacted]
Customer and Regulatory Claim Resolution Specialist

June 12, 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. 200545832   Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated June 8, 2017, 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]’ pool pump claim.  On June 5, 2017, Ms. [redacted] placed the service request and HSA dispatched [redacted] Plumbing Company to diagnose the problem with the pool pump.  [redacted] Plumbing Company scheduled the service appointment to diagnose the pool pump for June 8, 2017.  On June 8, 2017, the technician reported to HSA that the pool pump motor had failed due to normal wear and tear.  HSA approved the repair and [redacted] Plumbing Company ordered the parts to complete the repair of the pool pump.  Once [redacted] Plumbing Company has the parts they will contact Ms. [redacted] to schedule the service appointment to complete the repair.   If Ms. [redacted] does not want to wait for [redacted] Plumbing Company to receive the parts HSA can provide her with a check for HSA’s cost to replace the pool pump motor in the amount of up to $669.22 upon receipt of an invoice for the completed service by a licensed and insured service contractor. Section D-2 of Ms. [redacted]’ HSA plan provides that HSA reserves the right to offer cash in lieu of repair or replacement based on what HSA can expect to pay to repair the failure (parts and labor); this amount may be less than retail or less than the plan holder’s actual cost. Once a failure has been diagnosed, subsequent failures to the same system will be exempt from coverage unless and until proof of repair is submitted to HSA. Proof shall include, but is not limited to, receipts verifying repair and/or replacement. Please advise HSA if Ms. [redacted] would like a check in place of the authorized service.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

I had not responded yet because I have not yet received the dishwasher replacement value check from HSA yet.  In speaking with HSA, the amount they offered as replacement value seems fair, and assuming I receive the check in the next 7-10 days as promised, I will be satisfied.  Thank you for your help,James [redacted]

HSA has approved this claim and ordered the compressor on 8/14/15.  HSA notified the vendor and they will contact the homeowner to schedule the replacement.

The failure is with the evaporator coil, which is located inside the furnace.  HSA only approved  for the component part that as failing.  HSA will not approve to replace the furnace, as it is not failing at this claim.

February 15, 2017   Stacy [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          Latoya [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. [redacted]   Dear Stacy [redacted]:   HSA is in receipt of your letter dated February 7, 2017, enclosing additional correspondence from Ms. [redacted].   Again, HSA does apologize for Ms. [redacted]’s frustration regarding this matter.  However, my previous correspondence accurately and correctly stated HSA’s position regarding this matter.  HSA’s position does remain unchanged.  Miss Appliance Services, LLC has verified that the replacement part for the dishwasher has been received and they will contact Ms. [redacted] directly to schedule an appointment so that the covered repairs can be completed.  Ms. [redacted] may also contact the service contractor directly at [redacted] to schedule an appointment.  Ms. [redacted] may contact HSA’s Service Department directly at [redacted] for any further assistance regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   Lori [redacted] Customer and Regulatory Claim Resolution Specialist

September 28, 2016
 
Ms. [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           ...


RE:      [redacted] S [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 21, 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. Fast Response Heating & Cooling and SMS True Blue
Plumbing HVAC each advised HSA that their technician was unable to access the package
HVAC system located on the third story roof to complete the diagnosis.  It appears that Ms. [redacted] contacted [redacted]
Services diagnose and repair the air conditioning system outside of the HSA plan.
 
On September 27, 2016, [redacted] Services provided HSA with
the cost breakdown to replace the air conditioning unit in the total amount of $2,675.00.  In order to amicably resolve this matter HSA
is willing to provide Ms. [redacted] with a check for the replacement quote of
$2,675.00 less the $75.00 HSA trade service call fee for a total reimbursement of
$2,600.00 upon receipt of the paid invoice for the completed service. Ms. [redacted]
may forward a copy of the invoice to my attention at the email address [email protected] or the
mailing address P.O. Box 727, Carroll, Iowa 51401. Please advise Ms. [redacted] to
black out any confidential information such as credit card or bank routing numbers
on the requested invoice. Once I receive and review the invoice AHS will forward
Ms. [redacted] a check for up to $2,600.00.  HSA
will await the invoice.
 
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
[redacted]
Customer
& Regulatory Claim Resolution Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11709403, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have saved voice mails stating that they will fix the issues, that this was going to be covered with my 7 point warranty, and the service tech that came out to my house said it was due to improper install. How else would the unit end up too close to my home with an irreparable  kink in the line? I have read on google ratings that they offer these payments but no one ever receives them. This is terrible that they continue to go around and around when I have proof saved on my phone that they said more than once, that this would be covered. They cannot go back on what they told me, which they continuously go back on time and time again. Not to mention I have paid 150$ for service calls where no one has fixed anything but all agree that my A/C unit was improperly installed. It is common sense, if it is too close to my home, and if there is a kink in the line which is due to the unit being installed sideways, then how is this not improper install?  Regards, 
Kristin K[redacted]

HSA apologizes for the lengthy hold times that the homeowner has experienced.  The claim was denied due to faulty workmanship/improper installation as the homeowner replaced the thermostat causing fuses to blow and has potentially damaged other component parts of the unit.  Per the terms...

and conditions of the HSA contract, HSA does not cover faulty workmanship/improper installation whether performed by the homeowner or a licensed technician.  The claim denial stands.

[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.  Like I stated in the complaint, this lack of urgency to get the service done is not for me. I don't need a disinterested middleman in between me and my contractor.  My contractor gave up after nearly an hour on hold and then called me and asked me to make the call and give HSA the information. After 70 minutes on hold, the person answering took the information, responded to the business and got the work authorized. I owe my gratitude to the contractor for their flexibility to come back the same day and finish the job. HSA needs to staff their phones.
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 had no way to wash our baby bottles as both sinks were full to the brim with filthy water.  The men from Moasley came and incorrectly diagnosed our plumbing problem by stating we needed a new faucet so we bought and installed a new faucet.  The problem persisted and I called HSA numerous times.  The Moasley plumbling did not even look at our pipes.  They were in and out in 5 minutes.  Our parents called their plumber, Stay True Plumbing (also an HSA plumber) ###-###-####.  They came and we paid them $125 to properly fix our plumbing issues.  It was a pipe clogged with old grease from the previous owners.  They said it was hardened grease that was in there a long time.   The plumbing issue was fixed immediately by my parents plumber.  I am not paying for a rip off plumber who mis-diagnosed the problem because they didn't want to research and find out the real cause.  They should not be paid $100 and we have filed a complaint with the DE Revdex.com for their unethical business practices.   We are out of pocket now for Stay True Plumbing $125 and for the faucet which was not even needed.
Regards,
[redacted]

September 8, 2016         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] & [redacted]; HSA Plan No. 16 0001567948; 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 air conditioning issue.  On August 25, 2014, service was requested for the air conditioning system and the request was dispatched to Thermal Tek, L.L.C. to diagnose the issue.  HSA authorized the technician to repair a minor refrigerant leak.  On May 26, 2015, service was again requested for the air conditioning system and the request was dispatched to Thermal Tek to diagnose the issue.  HSA authorized the technician to replace the control board and repair another minor refrigerant leak.  Section D-2 of the warranty plan provides that HSA has the sole right to determine whether items will be repaired or replaced.    On August 24, 2016, the customers requested service for the air conditioning system and the request was dispatched to Connett Services, L.L.C. to diagnose the issue.  Connett Services reported to HSA that the repair was completed on August 29, 2016.  On September 6, 2016, service was again requested for the air conditioning system and the request was dispatched to Connett Services to further diagnose the issue.  Connett Services has reported that they have not been able to reach the customers to schedule an appointment.  Mr. and Mrs. [redacted] may contact Connett Services at 515-967-0002 to discuss scheduling.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      Customer and Regulatory Claim Resolution Specialist

The work order on the toilets will be re-opened and dispatched again, please schedule with them in a timely manner as they are required to schedule with you in a specific time frame for service. The company is Preferred Plumbing and their phone number is ###-###-####. In our system it indicates that...

the company went back out for your A/C system and re-diagnosed the issue. They believe they found what is the true cause of the problem. Sometimes with certain failures techs do need to troubleshoot to find a cause of a specific problem. For this purpose we allow a recall process where if the same problem is occurring we do not charge an additional deductible, but the initial service fee is still required. The coverage of any failures is only determined by what the warranty states we cover for. Any failures you may have would apply to this no matter the situation.

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.]
Regards,
[redacted] There was no response as to the possibility of a call back system so you don't wait 20-30 min for an answer to the regular #. also no response to why their time is more valualble than mine. the response really said, tough, you just have to wait, we will try nothing to improve our response time.