Home Security of America, Inc.

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.

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

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.

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

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.

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

HSA maintains it's stance on this claim.

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 [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]

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]

The claim for the pressure tank was denied because it is not covered under the contract.  The only thing that is covered under the well is the water well pump and that is only if the water well pump option is purchase. The homeowner did not purchase this option. As far as the furnace...

claim,  on 2/20/15 HSA left a message for the homeowner to call in to go over the reimbursement amount.  HSA will have an authorization associate call the homeowner to discuss.

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.

HSA will have a supervisor contact the homeowner to discuss the claim.

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]

[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]

After further review of the claim.  The service provider did not find any operation failures with the water heater and or any leaks.  If the customer is having failures with the water heater and or new leaks they would need to call ###-###-#### to have a new work order created.  Thank...

you

Better Business...

Bureau:
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 filed my claim on May 16th.  I am receiving a response/ solution from HSA on June 13th.  I think this reaffirms my issue with the company.  My refrigerator was broken, and it took multiple technicians and service calls to my home over 5 1/2 months to get this resolved.  After the FIFTH company came out 2 weeks ago for the 10th service call to my home, my refrigerator is now fixed.  During this time, I had no where to store food for my family.  There were sometimes 10-14 days between service calls and HSA's response was that that was the soonest someone could come to my home.  Taking almost a month to respond to this claim shows again that their speed of service does not match the needs of the customer.]
Regards,
[redacted]

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.

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