Home Security of America, Inc.

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

HSA will have upper management call the homeowner to discuss the claim.

[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.]
Better...

Business Bureau:
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]

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.

Revdex.com:
I finally received a call (complaint ID [redacted]) from [redacted] on Monday, November 10, 2014 at 8:49 pm (Eastern).  We talked 6 minutes and 54 seconds.  [redacted] phoned...

stating that she was calling regarding the Revdex.com claim  (a great, big "THANK YOU" to Revdex.com), no mention of returning my call - since I was awaiting a return call from a supervisor to discuss that my family and I have been without a working AC unit since Oct. 14th.  I went over with her everything was stated in my initial complaint.  After [redacted] stated that HSA would not install a new unit, I asked her the same question that I asked HSA representative [redacted]; what if I wanted to pay the $200 difference to have a new unit install being that HSA would pay $800, her reply: "well, it is less than $800 minus your co-pay of $75 dollars and other fees, I would have to figure it out."  She would have to rework the numbers because other things were involved.  I was surprised to hear her say this, especially since [redacted] had given me all of the fees/cost for what HSA covered.  What could be different now - I am thinking.  Being that it was really late at night, told her that I would appreciate if she would forward in an email the information that we discussed and she quoted regarding the AC unit.  I am still waiting from an email from [redacted] and I am still waiting for a response from someone at HSA regarding my AC unit.  I truly believe that they are stalling hoping that my contract will end (12-08-14).  I think that this is the worst business practice and approach for any customer service company to take.  We signed up with HSA thinking that they would honor their contract, not take every chance to find a legal way where they can maneuver out of actually fixing or replacing things that are covered in the contract and by all means check out the companies that you are hiring, make sure that they are skilled workers.  I spoke with my realtor who said that she spoke with Myra Federspiel, who is a territory manager.  I have not spoken to Myra but she actually called in another claim that I mentioned to an HSA representative on the phone but had not requested someone come out, which is the stove burners are not working properly.  Still nothing regarding the AC unit, I guess the AC unit is the pricier of the two claims.  Very bad customer service, very bad business practices, very disappointment preferred 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.
**SEE ATTACHED DOCUMENT**
Regards,
[redacted]

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

[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.

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]

HSA confirmed that the homeowner had an appointment with MCE on 10/26/15 between 3-7pm and the homeowner was satisfied with this.

February 21, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 205868992   Dear [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.   On February 13, 2017, an automated service request was placed for a plumbing leak and Blind & Sons, LLC was dispatched to diagnose and repair any covered problems.  The service contractor reported to HSA that the problem was with the well system and that there was no mechanical failures found with the water system.  Ms. [redacted]’s HSA plan does not provide coverage for well pumps.   On February 14, 2017, Ms. [redacted] requested additional service for a water heater.  Ms. [redacted] declined to pay a trade service call fee and a service request was not dispatched.  Section D-3 of the HSA plan provides that you are obligated to pay a trade service call fee for each separate trade service request.  HSA does apologize for Ms. [redacted]’s frustration regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

HSA understands the homeowner's frustration and does apologize for the long hold times during the summer months.  However, the contract is non-cancellable in the state of Ohio.

March 17, 2017         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No. 190756922; 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.   My previous correspondence accurately stated the information in HSA’s records, as well as HSA’s position.  HSA has reissued the reimbursement in the amount of $100.  Mr. [redacted] will receive this reimbursement at his alternate address in approximately ten to fifteen days.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.

HSA is reviewing this claim and will contact the homeowner with status.

March 29, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:     ...

[redacted] R [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Plan No. 202118342                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated March 24, 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 electrical claim.  On March 16, 2017, Ms. [redacted] placed the service request through HSA’s automated system and HSA dispatched Arc Electric Inc. to diagnose the electrical problem in the home. HSA’s records indicate that the technician replaced the dining room outlet on March 22, 2017.   Ms. [redacted] disputed that the technician did not address all of the electrical issues in the home and was advised that HSA could place a service request for the additional issues and a second trade service call fee would be due from Ms. [redacted].  A new service request to address all electrical issues was dispatched to Arc Electric Inc. on March 24, 2017.   However, upon further review and in order to amicably resolve this matter HSA has waived the original trade service call fee and only one (1) $75.00 trade service call fee is due on the electrical claim.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

[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]

February 20, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             ...

RE:      [redacted] R [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 36 0001116014                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated February 13, 2016, advising of the above referenced complaint.  The letter has been forwarded to me for review and response.   HSA does apologize for Ms. [redacted]’s frustration regarding the oven claim. I have verified that HSA did offer to reimburse Ms. [redacted] up to $1,054.93 for the replacement of the oven in May 2014. HSA is currently processing the check for the offered amount of $1,054.93. The check will be payable to the plan holder, [redacted], and will be sent the [redacted] Drive, Youngstown, Ohio 44514.  Ms. [redacted] will receive the check in approximately fourteen to twenty-one business days.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

March 17, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 187459392   Dear [redacted]:   HSA is in receipt of your letter dated March 10, 2017, enclosing additional correspondence from Ms. [redacted].   Per my previous correspondence dated December 23, 2016, in order for me to fully and fairly review this matter, please advise Ms. [redacted] to forward a copy of her paid invoice to my attention via fax at 1-901-597-0430, or via email at [email protected].  The invoice should describe what mechanical failures were found with the furnace and itemize the work performed and the total costs incurred for possible reimbursement of any covered charges.  Once I receive and review the requested information, I will advise you of HSA’s position regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   Customer and Regulatory Claim Resolution Specialist

February 16, 2017   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 February 13, 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 heating claim.  On November 12, 2016, Mr. [redacted] placed the service request and HSA dispatched Quality Air HVAC, LLC to diagnose the problem with the heating system.  HSA’s records indicate that the technician replaced the thermostat for the boiler on November 17, 2016.   On November 23, 2016, Mr. [redacted] advised HSA that he was still having a problem with the boiler and HSA dispatched Quality Air HVAC, LLC to run the service recall.  On November 29, 2016, the technician reported to HSA that the hot supply plate was rusted and leaking and advised that the boiler would need to be replaced. Section E-5 of Mr. [redacted]’s HSA’s plan provides that radiant hot water/steam boilers are covered up to $1,500.00 aggregate. The cost to replace the boiler was over the $1,500.00 limit.  HSA offered Mr. [redacted] the option to have Quality Air HVAC, LLC replace the boiler and the customer pay the cost beyond the plan limit or HSA could provide Mr. [redacted] with a check in the amount of $1,395.00 to put towards the replacement of the boiler.  The amount offered is based on the $1,500.00 plan limit less the repair cost already incurred by HSA for the thermostat replacement. HSA was advised that Mr. [redacted] was working directly with Quality Air HVAC, LLC to pay the cost difference for the replacement.    However, it appears that Quality Air HVAC, LLC only billed out labor to date with HSA and billed Mr. [redacted] for the full replacement cost of the boiler.  In order to resolve this matter HSA is forwarding Mr. [redacted] the check $1,395.00.  Mr. [redacted] will receive the check in the amount of $1,395.00 in approximately ten to fourteen business days and no additional amount will be provided by HSA.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.    
[redacted] Customer & Regulatory Claim Resolution Specialist

The homeowner was contacted by a supervisor and was reimbursed $2044.00.  The second check was mailed out on 5/1/15.