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.]The coverage under plumbing indicates that the warranty covers "pressure regulators".  The pressure switch, pressure gauge and water tank are all devices that regulate the water pressure for the indoor plumbing.  If these items are not covered, please explain what the "pressure regulators" are referring to.
Regards,
[redacted]

HSA apologizes for the delays in the claim.  HSA has contacted the service provider to obtain an update on the necessary parts needed for the repairs.  The service provider has contacted the manufacturer of the refrigerator along with the distributor to locate the correct parts needed for...

the repairs.  Once the service provider receives the parts, they will expedite the repairs.  Thank you

HSA would approve for the draft inducer assembly, control board and pressure switch to be replaced.  However, HSA would adjust the pricing to what their affiliated vendor would charge for the same repairs.  If homeowner would like to proceed with the repairs to the furnace, they can have...

their vendor complete the repairs and send in a paid invoice for reimbursement.  Or the homeowner can have an HSA affiliated vendor dispatched  to the home to reconfirm the failures and report what is needed for the repairs.  The homeowner would need to let HSA know which option they decided on.

HSA maintains it's stance on this claim.

HSA would like the homeowner to attach the receipts for the window a/c units for their review.  HSA is dispatching another vendor to diagnose the failure with no deductible due to the homeowner and they should be calling to schedule an appointment shortly.  If the homeowner does...

not here from US Services within a few hours, please call them directly at ###-###-####.  Although the zip is different, they do service that area.

[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]

Our records show that a claim was attempted to be set up on 7/15 on the well system and coverage was added for the additional item on 7/18, then the system/tank completely failed 7/28. This would indicate that the system may not have been in good working order when the coverage was purchased. The...

contract states there is a (30) day period after the purchase of coverage for it to be effective. In addition to that the tank itself is specifically listed as a not-covered item as the coverage is for the pump to the system. Here is the excerpt of the water well pump coverage that you had purchased. "11. WATER WELL PUMP - COVERED: “Operational Failures” occurring more than thirty (30) days after the inception date of buyer/buyer directcoverage are covered up to $1500 aggregate including access, diagnosis, repair and/or replacement; must be primary water source to residence.NOT COVERED: digging new or deeper wells; co-op/shared wells, irrigation/sprinkler wells, windmills, curing water quality, failures from lack ofwater, drop pipe, tank, electrical supply line, exterior piping or any part of the well that is not the pump; cistern and all “component parts.”" The coverage that you described for a "tank" that you read from the contract was listed under plumbing in reference to a toilet tank as it states so.

An authorization associate will contact the vendor directly to discuss and will contract the homeowner with status.

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]we have fixed the problem ourselves all we want is our 500.00 or our 100.00 refunded to us. The man that came out never looked at the problem he just stood in our basement and looked up. The toilet isn't leaking upstairs it was leaking from a pipe that had to be replaced. We have decided not to renew with HSA and go with another company our  realtor suggested. He has quit using HSA since he's having problems with several homes that he purchased HSA contracts for are having problems getting things fixed.

HSA apologizes for the customers experience.  The contract is not cancellable in the state of PA.  After further review of the model # from the customers old unit HSA did quote like kind and quality to the features of the manufacturers specifications.  HSA would maintain the...

authorization of the reimbursement of $ 499.46 for the cash in lieu reimbursement. Thank you

The plan was cancelled due to inactivity on HSA's behalf. A refund of the $125 I paid was requested at the time of cancellation to which I was told it was to be...

held as a "cancellation fee". No fee was discussed prior to my request for a refund. I want a full refund of the $125 paid since no services were rendered under the contract the $125 was paid for.

May 25, 2017   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. 198018062   Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated May 19, 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 Mr. [redacted]’s septic system claim.  On May 9, 2017, Mr. [redacted] placed the service request and HSA dispatched Hessville Plumbing Inc. to diagnose the septic system; however, later on May 9, 2017, Hessville Plumbing Inc. advised HSA that they were unable to service this [redacted]er and HSA transferred the service request to Lakeshore Plumbing and Septic to diagnose the problem with the septic system.  On May 23, 2017, the technician with Lakeshore Plumbing and Septic reported to HSA that the septic tank was full and the drain fields had failed.  Section E-8 of Mr. [redacted]’ HSA plan provides that drain fields are not covered.  Section E-8 also provides that septic tank pumping is not covered.  Therefore, HSA is rightfully not responsible or liable for the repair of the drain fields or the pumping of the septic tank.   If Mr. [redacted] has contrary information from a licensed and insured service contractor please forward the invoice to HSA for review.  The invoice will need to include a detailed diagnosis for the cause of the failure and cost breakdown of the parts and labor to repair the septic system.  Mr. [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 Mr. [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 I will advise you of HSA’s position regarding the septic system. Otherwise, based on the information in HSA’s possession, I find that the septic system claim was rightfully denied.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

HSA apologizes for the long hold times in our peak time.  The current contract is valid until 02/21/2016 and is not cancellable per the terms and conditions of the contract. It is also non cancellable in the State of Missouri.  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.  HSA has sent a mechanic from a different company who determined that my refrigerator could not be fixed and filed a report to Samsung. I'm being refunded by Samsung. I have not contacted HSA since that time. I can't say that I'm happy with HSA and I can't say who dropped the ball(could have been the mechanic) but after many calls the right guy was finally sent. Thank you for your help.

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 Reference No. 204525572                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated March 14, 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]’s heating claim.  On March 11, 2017, Ms. [redacted] placed the service request and HSA dispatched Liberty Plumbing, Heating and Air Conditioning to diagnose the problem with the heating system.  However, Ms. [redacted] requested expedited service and on March 12, 2017, HSA transferred the expedited service request to [redacted] Solutions LLC.    On March 13, 2017, the technician with [redacted] Solutions LLC reported to HSA that the gas valve failed due to normal wear and tear.  HSA completed a part search and ordered the part for [redacted] Solutions LLC to complete the repair.  The part was sent to the address listed in HSA’s records for [redacted] Solutions LLC; however, it appears that [redacted] has moved their offices and HSA had to reorder the part to be sent to this new address.  HSA confirmed that the part was received by [redacted] Solutions LLC late on March 21, 2017 and the installation appointment has been scheduled for the morning of March 22, 2017.   Section F-9 of Ms. [redacted]’s HSA plan provides that HSA is not responsible or liable for conditions beyond HSA’s 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.  However, as a courtesy HSA did reimburse Ms. [redacted] $125.00 for the purchase of space heaters while awaiting the completion of the repair.  Ms. [redacted] will receive the check in the amount of $125.00 in approximately ten to fourteen business days. 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.
Problem:I have been working with HSA for over a month to try to get my washer fixed. They sent a contractor from Sears to my house a couple times and each time he proclaimed the washer fixed when it actually wasn't. The second time this happened, I called HSA to let them know that they needed to schedule a new appointment with the Sears contractor. This was on Thursday, 2/23. I talked with an HSA agent and we settled on Wednesday, 3/1 for the contractor to come back out. The agent said that he would contact Sears to set up the appointment, which is standard procedure. The contractor didn't show up on 3/1, so I called HSA back, and it turned out that they had never scheduled the appointment. My contract states that HSA will call a contractor to schedule the appointment within 2 days, so HSA had breached the contract (this is not the first time they've done that). I brought this up with the agent I was talking to because I felt that the breach of contract warranted some recompense. The agent said that someone above him would call me within 48 hours. Four days later no one had called me so I called HSA back. This time the HSA agent I talked to said the previous agent had erased all record of the breach of contract by removing the record of the service request so there was no proof, which meant there was nothing she could do about it. She said that the original agent's supervisor would call me to resolve the issue the next morning. The supervisor never called. So rather than try to work with HSA again, I'm coming to the Revdex.com.TranslateDesired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:Every time I put in a new service request, I have to pay a $100 deductible. I would like the deductible to be refunded for this service request. That's $100 plus tax, so $105.55.
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,
Glenn [redacted]

HSA apologizes for the long hold times in our peak times.  A Supervisor has assigned an associate to contacr [redacted] to obtain the diagnosis, part numbers and costs associated with the repairs to determine coverage.  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.
HSA's response is unacceptable. I first called them on 3-14-16. It's 4-8-16 today, and now they are willing to send a different vendor? Ridiculous!. Did they think I've been setting around for close to a month, waiting for their awesome service? I've purchased a new dishwasher 3 weeks ago when HSA wouldn't even return my phone calls.I don't want to do business with them at all. I want the $165 refunded in full.  
[redacted]

HSA does apologize for the long hold times.  As previously stated the contract is non cancellable in the State of Missouri per section K of the customers contract.  HSA will as a service gesture cancel the customers contract per their request without any refund due.  Thank youThe contract was cancelled as of 1-19-16.