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.]
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]

January 18, 2017
 
Ms. [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI...

53214                                     �...⇄
                           
RE:      [redacted] A.
[redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 184669512
                       
Dear Ms. [redacted]:
 
Home Security of America, Inc.
(“HSA”) is in receipt of your letter dated January 11, 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 water softener claim. 
On January 9, 2017, Mr. [redacted] placed the service request and HSA
dispatched Merles Water Corporation to diagnose the problem with the water
softener.  On January 11, 2017, the
technician reported to HSA that sediment/resin was coming through the liner of
the housing for the water softener. 
Section E-2 of Mr. [redacted]’s HSA plan provides that repair or
replacement of the water softener necessitated by mineral beds or deposits are
not covered.  Therefore, HSA rightfully
is not responsible or liable for the repair or replacement of the water
softener.
 
However, HSA’s Account Executive for
the area had the matter reviewed and found that the failure was due to normal
wear and tear.  HSA overturned the denial
of the water softener claim and advised Merles Water Corporation to proceed with
the repair of the water softener under the HSA plan on January 11, 2017.
                                     
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer
& Regulatory Claim Resolution Specialist

HSA apologizes for the long hold times.  The claim has been approved and is moving forward toward the replacement of the compressor and the homeowner has been advised.

[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. Please have [redacted] contact me as soon as possible to schedule a service call.
Regards,
[redacted]

The homeowner cancelled the contract on 11/3/14 and needs to sign the cancellation letter and return to HSA.  The refund will be processed once the signed cancellation letter is received.

After further review of the claim notes, the service contract reported that the failure was due to improper installation of the drain lines. The stack pipe was not installed properly. Half of the pipe was sticking out of the wall and leaking into the basement.  HSA's contract only covers for...

failures due to normal wear and tear.  HSA determines coverage at the time each claim is filed and at the time of the service call visit when the service technician diagnoses the failure. HSA is unable to offer any coverage on this claim.  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 the business, but not the consumer.  I would like to thank the Revdex.com for following up on this matter, but in the end a resolution will not be reached.  HSA does not return phone calls or emails in any fashion to find a resolution.I will consider this matter closed also, as I have to possibly do business with this company for another 10 months.  I can only hope I have nothing else break with in my home and will tell everyone I know in person and social media about my experience with HSA
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 the only one HSA will provide at this time. I will wait for their phone call and hope that they will resolve my complaints. HSA has very poor customer service. Their representatives are inadequately trained.  I can only hope that an educated representative will call me back in a timely manner.  
Regards,
 
[redacted]

HSA apologizes for the customers experience.  If the customer is wishing to cancel their contract, they would need to call ###-###-#### for further review of any state disclosures for the state of Georgia in regards to cancelling of the warranty.   Thank you

HSA is dispatching another vendor for a second opinion.  The  homeowner will need to call [redacted] at ###-###-#### to schedule the appointment.  HSA will waive the $75 deductible for the second opinion vendor to come out to the home.

February 8, 2017
 
Ms. Stacy [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           
RE:      Karen E. [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 3, 2017, regarding the
above referenced complaint. 
 
I have reviewed Ms. [redacted]’s invoice
for the replacement of the refrigerator. HSA admits no liability for the
replacement; however, in order to amicably resolve this matter HSA is
reimbursing Ms. [redacted] the replacement cost in the amount of $1,452.96.  Ms. [redacted] will receive the check in the amount
of $1,452.96 in approximately ten to fourteen business days.
 
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
Marcy
[redacted]
Customer
& Regulatory Claim Resolution Specialist

The first claim for the microwave was filed on 4/8/15 and the cupler and smart board were replaced and the deductible was paid by the homeowner.  The next claim was for the microwave was filed on 5/4/15 as a potential recall and the deductible was not paid and replaced the smart...

board.  On 11/2/15, a claim for the microwave was filed.  Potential recall claims have to be filed with 30 days for labor or 90 days for parts and the 11/22015 claim is outside those parameters.  The deductible for the 11/2/15 claim would be due.

February 23, 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. 187303372                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated February 17, 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 leak claim.  On January 25, 2017, Ms. [redacted] placed the service request and HSA dispatched Action Rooter, Sewer and Drains LLC to diagnose the leak problem in the home. On January 27, 2017, the technician reported to HSA that the sewer line was leaking due to normal wear and tear.  HSA approved the repair of the line.   On January 30, 2017, Ms. [redacted] advised HSA that the technician with Action Rooter, Sewer and Drains LLC made an access opening to repair the leak. Section F-5 of Ms. [redacted]’s HSA plan provides that HSA will pay to provide access to plumbing and ductwork systems through unobstructed walls, ceilings or floors only, and will return the access opening to a rough finish condition. In order to resolve the matter HSA dispatched JLM Services to repair the access opening to a rough finish.   On February 10, 2017, Ms. [redacted] advised HSA that JLM Services could not complete the repair of the access opening.  HSA confirmed with JLM Services that a fitting from the sewer line was sticking out and the technician could not complete the repair of the access opening.  HSA advised Action Rooter, Sewer and Drains LLC of the issue and was told that Action Rooter, Sewer and Drains LLC would schedule a service appointment to examine the matter.   It appears that Ms. [redacted] has not heard any further from Action Rooter, Sewer and Drains LLC. In order to resolve this matter HSA had dispatched a service recall to Action Rooter, Sewer and Drains LLC to complete the repair of the sewer line.   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

HSA approved this claim on 6/4/15 for $5000.  HSA received a copy of a Wisconsin DOI complaint that the homeowner filed.  HSA has followed terms of contract and did authorize $5000 aggregate payment for replacement of packaged heat pump system.  HSA will agree to reimburse customer...

$5000 prior to receiving receipt if the homeowner signs and returns the release of liability form.

Ihave notheard from the company.   There hasnot beena resolution to my complaint.  That is part of...

my original complaint as well. The company makes promises and false claims and refuses to follow through or make good on their promises. They make it hard to contact them when there is a problem, by putting you on hold for hours and passing you to numerous customer service reps in hopes that you give up on trying to get an issue resolved.  When the company advertises their services or wants you to renew your contact their is no wait on the phone and your payment is taken immediately.  There is no way this company should  deemed accredited by Revdex.com.  According to my review of Revdex.com's website, the company has lost their rating with Revdex.com but Revdex.com notes that the company is accredited by Revdex.com.  This gives mixed signals to consumers in thinking the company has a good history of resolving issues based on Revdex.com standards.  Revdex.com should drop the company from their accredited business lists.   Other consumers should be aware when you deal with this company and they have your money you are DONE, there is no help or resolution for any problems you encounter. The company did not respond to my issues nor  the Revdex.com's attempt to resolve my complaint.

HSA has approved full system replacement and the homeowner has approved the non-covered covers.  This equipment has been ordered and the vendor will contract the homeowner once they have a equipment.

[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 provided us with a reimbursement check in an acceptable amount.  
Regards,
Amy [redacted]

A supervisor will be calling the homeowner to discuss the claims.

[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]

HSA was not given the opportunity to have a preferred vendor come out to the home as the repair was already completed when the homeowner called HSA.  HSA is open 24 hours a day, seven days a week for homeowners to contact in the event there is an emergency failure  HSA would adjust the...

pricing to what the preferred HSA vendor would charge for that repair.