Home Security of America, Inc.

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.

If the homeowner is declining the use of the HSA vendor, HSA can offer a cashout of $145 for the replacement of the evaporator coil that is under manufacturer's warranty until May 2018.  The homeowner would need to hire another licensed HVAC company to complete the repair and provide HSA with a paid receipt for reimbursement.

HSA apologizes for the long hold times the homeowner has experienced.  HSA called the homeowner to have the non-covered charges approved on 10.29.15 and left a message to call back.  An associate will be contacting the homeowner to discuss shortly.

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 response from HSA is incorrect for several reasons.  I've broken down their reply to respond point by point:The first failure reported 3/11/15 was for the unit not heating. This was for the draft inducer motor and was approved in full.  This is incorrect.  Our first HSA service call was actually on 1/30/15 for a leaking pipe.  The pipe was repaired with improper materials and is still leaking today. The carbon monoxide was not tested and the source of the water in the furnace was ignored.The second claim on 3/30/15 was for the unit not turning on was water leaking from the flue pipe and was approved in full. This is incorrect.  Our second call was actually on 3/11/15 when the furnace stopped turning on.  A fan motor was replaced, but the underlying issue of strain on the fan due to water damage was ignored. The carbon monoxide was not tested.The third call was on 3/30/15 when the furnace stopped turning on.  The HSA repairmen claimed a switch was broken and they replaced it with a non-Bryant part.  Our own tech subsequently informed us that the original switch wasn't broken (the HSA repairmen left the original switch in our basement, so our tech was able to examine it).  He also said that the switch stopped working because it was full of water, so installing a new dry switch was a "bandaid" repair.  The HSA repairmen didn't test our carbon monoxide or warn us about the water damage and visible rust on the exterior and interior of the furnace at this visit either.The next failure reported on 6/2/15 was the unit leaking water. The homeowner's vendor reported heat exchanger is cracked. The cause of the crack was not due to normal wear and tear. The failure was caused from water in the evaporator pan backing up and overflowing and leaking onto the heat exchanger as well as the blower motor.  The first tech we called ourselves suggested that the cause of the water damage "may" be from AC condensation dripping onto the furnace, but this was NOT a definitive conclusion or diagnosis.  A second Bryant-authorized technician came to our home on 6/5/15 and inspected the furnace and AC drip pan.  He said the AC drip pan was not cracked or defective in any way and was adequately catching water.  He said the failure of the heat exchanger should not be considered secondary damage.These failures are due to secondary water damage and are not covered under the HSA contract. Our AC is also covered by the HSA warranty.  If there is an issue with our AC damaging the furnace, then replace both units and refund us for the 3 prior repairs that were improperly done.Since the purchase of our home less than one year ago, the only men that have gone near our AC or furnace prior to the detection of the high carbon monoxide levels by a third party are the HSA-authorized repairmen, so it's difficult to believe that a properly inspected and fully functional AC could just suddenly begin leaking and cause rust that ended up damaging our furnace, especially given that the drip pan is in good condition.

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.Why will I replace the central air if it is still working? Will the HSA pay the entire amount of the cost? For sure not. If Revdex.com is not helping me with my problem HSA will not send me a cheque for the water heater. And I have the same invoice for the furnace and central air. They send me the cheque for the furnace and not for the central air? First excuse is that I did not send the  invoice for the central air. And now no diagnostics?Did you speak with joe coz he was the one who went to the house? By the way I have the central air problem the first year I am with hsa and they send a company that just use my water hose to clean it and said that everything is working and I still have the same problem All summer long and when I have a different company evaluate the problem, HSA will tell me that there is no diagnostics so that they will not pay at all? I had paid thousands of dollars to have this problem fix the amount that HSA will pay will not even be 1/8 of the total cost...
Regards,
[redacted]

HSA apologizes for the customers claim experience.  HSA contract does not cover for an mold and or secondary damages.  The customer would need to file a claim against their homeowners insurance policy for remedy. Thank you

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]

HSA does understand the customers concerns regarding their furnace.  There have been several claims that have been made and approved for various different component parts that were failing.  HSA will as a service gesture waive the $100.00 deductible on the newest claim.  Thank you.

The HSA response completely ignored the crux of my complaint. Further, it contained inaccurate statements such as I refused a second opinion. No, I suggested a second opinion would not address the totality of the claim. Please note this offer was presented while discussing the claim with the aforementioned Dave who agreed with some of the circumstances I described in my original complaint. Dave said he was going to look into it and get back with me. Well, Dave did not get back with me. In fact, Dave did not return at least 4-6 messages left over a 7-10 day period. Dialogue is not a one way street. I exhausted the options on my end. Again,...no second opinion was refused.I still have not had any calls from HSA. However, shortly after my Revdex.com complaint and their response I received a call from a company (Fire and Ice) Tuesday April 18th. There was no mention I would be getting a call from HSA or mention of HSA in the call from Fire and Ice. However, I called Fire and Ice back and confirmed the call pertained to HSA. Fire and Ice assessed my furnace issue on Friday the 21st. A technician (Nick) found the 2nd and 3rd chambers of the heat exchanger cracked. This cannot credibly be denied as a legitimate claim due to improper installation. I hope HSA does not continue to have me jump through unnecessary hoops or roadblocks and makes good on the claim. I have done what I can working with HSA. Refusing dialogue meant me seeking recourse elsewhere...and there is other recourse beyond HSA if necessary. Thank you.

November 9, 2016   Ms. Stacy [redacted] Revdex.com of Wisconsin [redacted]                         RE:      Keith [redacted]; Revdex.com...

Complaint ID No. 11798975; HSA Reference No. [redacted]             Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated November 2, 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]’ microwave and air conditioning claims.  On July 31, 2016, Mr. [redacted] placed the service request for the microwave and HSA dispatched Always Affordable Repairs LLC to diagnose the problem with the microwave.  On August 9, 2016, the technician reported to HSA that the capacitor and diode for the microwave failed.  HSA completed a part search and found that the parts were no longer available to repair the microwave and on August 12, 2016, HSA approved the replacement of the microwave based on the terms of the HSA plan.  Section D-2 of Mr. [redacted]’ HSA plan provides that any replacement shall be with systems of comparable in features, capacity and efficiency; however, HSA is not responsible for matching dimensions, color or brand.   HSA verified the features on the microwave with Mr. [redacted] and offered a comparable replacement model available through our suppliers. Mr. [redacted] accepted the offered replacement model and HSA ordered the new microwave on August 16, 2016.  On August 26, 2016, Mr. [redacted] returned the new unit as the dimensions did not fit his existing space.  HSA is not responsible for matching the dimensions of the old microwave or cover for any modifications when the dimensions do not fit. In order to resolve the matter AHS provided Mr. [redacted] with a check for HSA’s cost to replace the microwave in the amount of $350.00.   On August 29, 2016, Mr. [redacted] placed the service request for the air conditioning system and HSA dispatched Climate Control Heating and Air LLC to diagnose the problem with the air conditioning system. HSA’s records indicate that the repair was completed on August 31, 2016.   On September 2, 2016, Mr. [redacted] disputed the service provided by Climate Control Heating and Air LLC.  In order to amicably resolve the matter HSA offered to run a second opinion service request and Mr. [redacted] declined this offer. Therefore, no further service was provided by HSA.   However, in order to amicably resolve this matter on November 9, 2016, HSA dispatched JG Mechanical to diagnose the problem with the air conditioning system with no additional trade service call fee due from Mr. [redacted].  The service appointment is scheduled for November 10, 2016.  Once JG Mechanical reports their detailed diagnosis to HSA, HSA will advise Mr. [redacted] of our position regarding the air conditioning claim.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     Marcy [redacted] Customer & Regulatory Claim Resolution Specialist

March 16, 2017       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No.[redacted] 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 plumbing stoppage issue.  On February 20, 2017, HSA was contacted by Roto-Rooter to dispatch a service request for a plumbing stoppage that the technician was attempting to clear at the customer’s request.  Roto-Rooter is not an HSA authorized company; therefore, HSA was not able to dispatch a service request to Roto-Rooter.  Section D-1 of the warranty plan states that the customer must notify HSA prior to repair or replacement.  Section D-2 of the warranty plan states that HSA selected service contractors must be used on all claims.  Based on the terms of the warranty plan, HSA was not able to authorize Roto-Rooter to complete repairs.   If [redacted] is in possession of an invoice for the repair completed by Roto-Rooter, the customer may forward the detailed invoice to me for review.  The requested information should include a breakdown of the costs incurred for the repair, as well as the technician’s diagnosis of what caused the failure.  When I have received and reviewed the requested information, I will advise the customer of HSA’s position.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 Fax: ###-###-#### Email: [email protected]

October 4, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] & [redacted]; HSA Plan No. [redacted]; 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.   HSA apologizes for the frustration the customers have experienced.  I have reviewed HSA’s records with regard to the refrigerator issue.  Appliance Plus reported to HSA that the main control board needed to be replaced and the necessary parts were ordered.  When the replacement control board was received by Appliance Plus, the technician found that the part was damaged.  Section F-9 of the warranty plan states that coverage does not apply to conditions beyond HSA’s control, including delays in obtaining parts.   In order to amicably resolve this matter, although not liable to do so, HSA agrees to replace the refrigerator.  Section D-2 of the warranty plan provides that replacement shall be with systems comparable in features, capacity, and efficiency.  HSA is not responsible for matching dimensions, color, or brand.  HSA’s Appliance Purchasing Department will contact [redacted] and [redacted] to discuss replacement.  The customers may also contact HSA’s Appliance Purchasing Department at ###-###-####, option 3, to discuss the replacement.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      Customer and Regulatory Claim Resolution Specialist

January 26, 2017         Stacy [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       Angela [redacted]; HSA Plan No. [redacted]; 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 customer’s complaint.  Section H of the warranty plan states that the warranty is non-cancelable by either party.  However, HSA agreed to cancel the warranty plan at the customer’s request and the warranty plan has been cancelled.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       Kimberly [redacted]      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 Fax: 901-597-0430 Email: [redacted]

HSA spoke with the homeowner's vendor and the parts are not covered under the manufacturer's warranty due to the faulty workmanship.  HSA is still willing to cover for the replacement of the parts at HSA's cost of $495.00 including labor.  If the homeowner would like their vendor to complete the repairs, they need to send a copy of the paid receipt for reimbursement.  If the homeowner would like an HSA vendor to do the repairs, they need to contact HSA and advise of this.
As for as the renewal of the contract, HSA has offered the homeowner the lowest cost available of $650.50 with a $20 off discount expiring on 12/5/15.  Current renewal rate is as high as $900 based on the current solicitation mailed out on 10/22/15.  HSA cannot renew the contract at no cost.

If the unit was not working after the technician did the cleaning of the unit, then the homeowner should have called HSA to inform them of this and file a potential recall claim.  There is no record of the homeowner calling past 8/14/15 to inform HSA of this.  HSA considers this matter closed.

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. Reimbursement in the amount of $865.50 for the water heater replacement was
mailed to Mr. [redacted] on October 4, 2016. As stated previously, when the customer
is in possession of an invoice for the air conditioning repairs, he may forward
the information for review. The requested information should include a
breakdown of the costs incurred for the repair, as well as the technician's
diagnosis of what caused the failure. When I have received and reviewed the
requested information, I will advise the customer of HSA's position. Thank you
for your consideration.

Revdex.com:
HSA stated on the phone on 4/3 that we had septic coverage and it would be taken care of.  There was no diagnosis performed.HSA did not contact us to reverse the decision until 4/18.   
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]

HSA has already approved the $46 that is set to be mailed out on 2/20/15.  This is in addition to the $84 that was mailed out on 2/17/15.  This is a total amount of $130 that is being paid to the homeowner.

After further review, the claim does not qualify for coverage as the failure is not due to normal wear and tear per the terms and conditions of the contract.  The failure was due to ice damming and the water freezing underneath the shingles causing the failure.Under the not covered section it...

clearly states failures caused by ice, snow, mud etc are not coverable.  Thank you

Good morning [redacted]. I have not heard from the company. I am not satisfied with Home Security of America nor their parent...

company. It is obvious they don’t care about this case at all. If this isn’t a case of fraud from a company to not honour a contract I don’t what is. I don’t imagine we will ever get a resolution from them. Whatever happened to integrity and honesty in this country. [redacted]