Home Security of America, Inc.

HSA apologizes for the customers experience.  If the customer can attach a PDF formatted copy of their paid receipt to the Revdex.com a Supervisor will get it reviewed.  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.
Of course HSA is going to maintain their stance because they know the company who looked at the roof is wrong and made a quick decision on the reason. "Wind damage" is a cause most roofing companies use when they just want to give a reason the roof needs replaced. I'm guessing when Lawson's realized it was a warranty claim they just thought if they said it was wind damage they would automatically get the job. I'm not sure if HSA saw the photos I sent but you can't tell me seeing nails through the top of shingles is because of wind. I also took more photos where you can see where black roof cement was used. My question is did the company who gave the estimate tell you about the nails on top of the shingles or the roof cement, I'm guessing not.I did receive a call form HSA a few days ago inquiring if I wanted to renew. When I told the person on the phone what I have been going through I was transferred to "service". Guess what, no one answered. Again, all I am asking for is a second opinion. I'm the one who has to pay for them to come out. Again I'm guessing the reason HSA doesn't want a second opinion is because they are afraid of what the company will find when they actually inspect the roof and not just give it a quick glance and take measurements for a price quote. HSA is a joke and if they actually cared about customer service they would at least see the reasoning in my request. I do not think a second opinion is asking too much. Did Lawson's even send you photos of the so called wind damage? Funny how you take their word and not mine when it benefits your company. I knew what the end result of this would be when I discovered how difficult it was to speak with someone at your company. Using your company was not a choice of mine and I will do everything I can to make sure other people know how your customer service is.
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. The complaint has been resolved. 
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.
I did receive an email from the warranty company on Monday, 2/20/17 verifying that Action Plumbing would set an appointment to fix their error so the drywall could be installed and wall fixed.  The plumbing company did come out Friday 2/24/17 and "fixed" their error (although very rude about needing to come back out, making my husband I feel uncomfortable in our own home, along with not covering our marble floor and leaving a mess they refused to clean up).  We have not heard from the warranty company regarding the drywall repair and will not consider this matter resolved until the drywall in my home is repaired.  There has been a hole in my wall exposing the pipe for a month and want all repairs complete before allowing this matter to be in a resolved state.
Regards,
[redacted]

This has been submitted for the past due service fee to be removed. The seller was responsible for this cost but even though the warranty transferred over to the buyer, all parties still would get billed for any past due costs. Please allow 21 business days for this to process and you should stop...

receiving the past due billing.

I apologize [redacted] the message from you sent before the last was blank with just a signature at the bottom. The denial for coverage of your replacement is firm. When you decided to replace the system without first letting us diagnose the system to see what was additionally failing you voided our agreement for us to provide coverage.

[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,
Tom [redacted]

March 7, 2017   [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 Mr. and Mrs. [redacted] have experienced.  I have reviewed HSA’s records with regard to the plumbing issue.  On November 18, 2016, service was requested for several plumbing issues and the request was dispatched to Assurance Plumbing, L.L.C. to diagnose the issues.  Assurance Plumbing reported to HSA that the technician went to the home for the scheduled appointment but that no one was available at the home to allow the technician access to the house.  Therefore, Assurance Plumbing left a card requesting that the customers contact the company to schedule another appointment.    On December 26, 2016, service was again requested for plumbing items and the request was dispatched to Zoom Mechanical to diagnose the issues.  On December 26, 2016, Mr. and Mrs. [redacted] notified HSA to cancel this service request and it was cancelled.    On January 4, 2017, service was requested again for plumbing issues and the request was dispatched to Assurance Plumbing to diagnose the issues.  On January 13, 2017, Assurance Plumbing reported to HSA that an appointment had been scheduled for January 13, 2017, for the technician to arrive between 9 a.m. and 11 a.m.  Assurance Plumbing reported that the technician had arrived at the home at 10:45 a.m. and no one was available at the home to allow the technician access.    HSA has dispatched a service request to Jake’s Heating & Air to diagnose the plumbing issues.  Jake’s Heating & Air will contact Mr. and Mrs. [redacted] to schedule an appointment.  The customers may also contact the company at ###-###-#### to discuss scheduling.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.

HSA is refunding the deductible due to the inconvenience the homeowner has experienced.  Approval for the repair was given on 5/20/15.

HSA apologizes for the customers claim experience.  If they could attach a pdf copy of their paid receipt for services performed , a Supervisor will review for potential coverage under the warranty.  HSA dosed not offer coverage or reimbursement when a customer goes outside the...

network. However, we will review the information and get in touch with customer after further review.  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.We do not have $499 to out out of pocket and have reimbursed by the above company. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I spoke with HSA on July 9, (days may not be exact,using as reference) expressing my concern that the repair company was unwilling to contact HSA to give the diagnosis. The lady that I spoke with from HSA asked if I would like HSA to contact the company and I replied "YES, PLEASE CONTACT THE REPAIR COMPANY". I then gave HSA the name and contact information of the company that replaced my home AC unit. The lady from HSA then proceeded to tell me that HSA would contact the repair company. I asked HSA if I needed to follow up with HSA, her response to me was, and I quote "someone from HSA will contact the repair company next business day, once we contact the repair company someone from HSA will be in contact with you, HSA should contact you tomorrow". "Tomorrow" would have been July 10. The last time I have heard from HSA was on July 9, the day I was told all of the above. I have not heard from HSA since that day  it is now August 2, it has been 23 days and I have yet to hear from HSA.I have also emailed, twice, the receipt of sale of the air conditioning unit and the diagnosis  from the repair company, which clearly states that the unit is inoperable that repair is not recommended, it is recommended for replacement.According to HSA website under what is covered, it clearly states that a failed AC unit is covered by the home warranty plan.This response from HSA is completely unacceptable, why has it taken HSA 23 days to contact the repair company? Especially when the written diagnosis from the repair company is on the invoice that I emailed to HSA, twice. Regards,
[redacted]

HSA authorized for replacement of a circuit board that was under manufacturers warranty.  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.I received the email below on 01/27/2016 from HSA and although they stated to you that they would cancel the contracts they continue to tell me they will not cancel.
I have reviewed all the emails in this chain and unfortunately the answer is still the same, we are not able to cancel the contract per your state provisions. I am sorry if you feel the need to make a complaint on Revdex.com, please remember its not HSA that is not wanting or willing to cancel. We have to abide by the laws of your state.  ShannonCall Center Service SupportHome Security of America 
Regards,
Thomas [redacted]

HSA apologizes for the customers experience and will service gesture the refund of the $75.00 service call trade fee.  This will be payable on March 10, 2016. Thank you.

I have reviewed HSA's records regarding Ms.
[redacted]'s heating claim. After normal business hours on March 15,
2017, Ms. [redacted] placed the service request and HSA dispatched Salego
Heating and Air Conditioning Inc. to diagnose the problem with the heating
system. On March 16,...

2017, Salego Heating and Air Conditioning Inc. ran the
service appointment and ordered the part to complete the repair of the heating
system. Section F-9 of Ms. [redacted]'s HSA plan provides that HSA is not
responsible or liable for conditioning beyond our control including delay in
obtaining parts. Therefore, HSA is not responsible or liable for any delay in
service.HSA does apologize for Ms.
[redacted]'s frustration; however, HSA will not waive or refund the trade
service call fee for the heating claim.Thank you for your consideration.

December 13, 2016         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] W. [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 November 25, 2016, service was requested for a plumbing stoppage and the request was dispatched to Alfred A. Mousley Plumbing, L.L.C. to diagnose the issue.  On November 29, 2016, Mousley Plumbing reported to HSA that the kitchen faucet had low water pressure and would need to be replaced.  Section E-2 of the warranty plan states that faucets are not covered.  Therefore, replacement of the faucet was denied.    A service call fee is rightfully due from customers for every service request, in accordance with Section D-3 of the warranty plan.  Therefore, a service call fee in the amount of $100 was rightfully due from Mr. [redacted] to Mousley Plumbing.  Mousley Plumbing has reported to HSA that the service call fee has not been paid to their company.    In order to amicably resolve this matter, HSA has dispatched a service request to Coastal Mechanical to further diagnose the plumbing issue.  A service call fee will not be due from Mr. [redacted] for this service request.  The customer may contact HSA to discuss payment of the service call fee that is rightfully due for the service request that was dispatched to Mousley Plumbing.    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: [redacted]

HSA does offer inspection services to homeowners.  The inspection is done by a completely different company and is not affiliated with HSA.  If the homeowner has an issue with the inspection, then they would need to speak to them directly.

The homeowner previously that he did not want the tankless water heater and a downgraded unit instead, which was a 50 gallon natural gas power vent lowboy.  HSA has already ordered the unit on 6/4/15.  If the homeowner wishes to go back to a tankless water heater, HSA would need to...

contact the vendor for a revised job quote.  An associate will be contacting the homeowner to discuss.

HSA apologizes for the delay with claim.  HSA has refunded the $75 deductible and is covering $95 of the non covered charges.  The equipment was ordered on 6/5/15, however HSA has no control over the delivery options of the manufacturer's freight carrier.