Home Security of America, Inc.

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.

[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]

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.

HSA authorized for replacement of a circuit board that was under manufacturers warranty.  Thank you

[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]

[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]

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]

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.
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]

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.

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

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]

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.

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 will am not happy with the response. Still don't have the part and until I see the part or have more information on what is going on.
[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 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]

An HSA affiliated service provider reported that the main stack is leaking between the 1st floor and the 2nd floor. Located outside of the home. Crack was caused due to freezing.  HSA contract does not cover failures due to freezing.  It must be a normal wear and tear failure.  If the...

customer has other estimates from licensed plumbers he may have them call into HSA ###-###-#### to report their findings for re-review.  Thank you

HSA records show that on 12/11/14, the seller 's agent called HSA to cancel the contract stating the buyers did not want the contract.  Then on 12/23/14, the agent called back to make a payment as the buyers now wanted the contract.  The contract was backdate to the closing date at...

that time.  As far as the heating claim, when the homeowners called in the claim they were properly advised that there would be pricing adjustments for using their own vendor as the work was already completed.  The reimbursement amount stands.

The homeowner filed the claim online as drain lines and the failure was actually a drain routing failure.  The drain line routing option could not be selected as the homeowner's contract does cover drain line routing failures.  HSA is unable to assist with this claim and the homeowner has...

been advised of this.  The contract is a non-cancellable contract.

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.

On Fri, Nov 13, 2015 at 8:24 AM, [redacted] [redacted] wrote:You can mark us on the Revdex.com website that we accepted the terms of the repair request. Thank you.