Home Security of America, Inc.

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

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]

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.

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

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

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

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]

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

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]

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.

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

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.

[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]

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]

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

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]

The homeowner was approved at HSA for cost of repairs totaling $1400, if there was additional work that needed to be completed above that approval, the homeowner's vendor would have had to call in for the additional approval. As this was something that did not happen we would not reimburse homeowner...

for the additional unapproved work that was completed. We do inform techs to give us exact estimates as that is what the homeowner will get reimbursed for, also the homeowner was aware this was the amount they were approved for. If there were changes to this they should have contacted HSA upon finding out these differences to get there approval amount adjusted. Unfortunately this did not happen, the additional repairs the homeowner had were not approved and we would not reimburse them for unauthorized work that was completed. There was an additional deductible taken out of the reimbursement that should not have been, this amount will be refunded to the customer. 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.
If you pay for something and you do not receive the goods or services paid for wouldn't it make sense that you get the money back?  
Regards,
[redacted]

HSA is dispatching a different vendor for a second opinion and waiving the deductible on the service call.  If the homeowner does not hear from Ice Cube Air, please call them directly at ###-###-#### to schedule the service call.

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.
I filed online for a repair check on April 10.  On, April 11th, I noticed that the visit was set up for only one unit (we have three and all had issues).  I called and I had to talk to the woman answering the phones at Sierra Service and she said I had to get HSA to put them all on the same ticket or it would cost $75 for each unit.  It took over fortyfive  minutes to get this resolved.  The next Monday, the service man came out.  I discussed that we had our units regularly serviced by the company that traditionally helped us in the spring and fall for routine maintenance.  He said that all units needed work and to let the HSA know.  I kept his report, which shows what is wrong with each unit.  Please let me know if I should forward it.  He looked at the units, said he would write a report and get it to HSA and us.  Later, I left work (April 17) and received a phone call from HSA rep that the unit wouldn't be covered.  I asked why, he was vague.  I asked about the other units.  He said only one was evaluated. I asked for a report.  He said they would send a letter denying the claim.  I said we will contest it so what is the next step.  He said, we send another company out, if they agree with us.  You are out of luck.  I said, can I get an independent company and he said no.  He will send a request for the second company. I said I will take care of it.The next week, I kept getting phone calls letting me know that this other company was confirming my appointment.  Since I hadn't made an appointment, the first few day, I just ignored it.  Finally, I called the company and explained that the HSA made the appointments and apologized for their time being wasted.  I couldn't let them in my house because I was at work.  Last Monday, I called and requested a letter denying my warranty.  This Monday, they said it was sent that day.  I have also called the Sierra Services phone number four times.  Each time the VM is full and there is no way to contact them. I want a written report from what that repairman found.  There has been nothing given to me in writing, nor has either other unit been evalualated. It is untrue that the units are working.  Currently, the upstairs unit doesn't even run and the middle unit doesn't push out hot air.  In this time, I had a second independent contractor look at the units and he agreed with OUR independent AC repair report.  We could compare the reports but we have received NOTHING in writing, which feels very suspicious.  IN this time, we have contracted our attorney and he needs all paperwork in writing.  It certainly would be easier if we had all of the HSA documents and service call records but after multiple requests, I have still received nothing but bills, which aren't even correct.  Please let them know that we still have broken units so they are currently in breach of their own contract. 
Regards,
[redacted] And [redacted]