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. The business called me directly after (and only after) I filed this complaint. 
Regards,
 
[redacted]

After further review, HSA acknowledges and apologizes for their error in proper advisement of pricing adjustment when using customer choice vendors.  HSA will refund the homeowner an additional $1254.00, which will meet their boiler aggregate (1500.00) for this contract period.  The check will be mailed out tomorrow, 4/3/15.

[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]. I am awaiting a copy of receipt for payment as faxing and will then forward the information via fax/email as just returned from visiting family for holidays today.
Regards,
[redacted]

HSA apologizes for the customers experience on their claim.  A supervisor is currently working on final resolution on approval of the claim.  Thank you.

HSA apologizes for the long hold times in our peak time.  The claim has now been approved for repairs and an HSA representative will be contacting the customer to discuss reimbursement procedures.  Thank you.

The initial claim for the septic system was filed on 4/13/15, when there was not any septic coverage on this property.  The septic coverage was added after this claim was filed on 4/13/15.  Per the contract, on page 5, number 10. SEPTIC SYSTEM - COVERED: “Operational Failures”...

occurring more than thirty (30) days after the inception date of buyer/buyer direct coverage.  Since the coverage was added on 4/13/15, the 30 day waiting period is for the date the coverage was added.  The claim denial stands.   The current failure is the responsibility of the homeowner and after the 30 day waiting period, the septic system would have coverage once the homeowner provides receipt that repairs were done.

HSA is reaching out to the vendor to get their diagnosis and will contact the homeowner w=once they receive this information.

[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 has spoken with the customer and advised them to have their technician to call HSA with their findings.  HSA will review the claim at that time.

The homeowner has the base plan and due to the age of the furnace in the home, the vendor quoted several items needed to be modified and code upgrades to bring the furnace up to today's standards.  Even if the homeowner would have had the 7 star upgrade, there are some items with set...

maximum aggregate amounts.

HSA confirmed with the distributor as of 9/14/15, the unit was shipped to the vendor.  Once the vendor receives the unit, they will call the homeowner to schedule the repair.

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 made a request for a repair online.  After 24 hours, we did not receive a response from the repair contractor.  We directly called the contractor and they notified us that they were behind and that they wouldn't be able to evaluate the repair in the near future.  We called HSA and the person we spoke with told us that our contract allowed for "up to 24-business hours" for the repair contractor to contact us.  We requested where in our contract such a statement existed.  She could not tell us.  She then tried to go to other repair contractors in their list, the earliest of which would have been a repair that would have exceeded the 48-hour response time suggested by HSA.We believe they functioned out of contract and provided misleading and fraudulent information.  
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 belowThe home warranty company is semi responsible for matching dimensions.  I could see my being responsible for the modifications for the new oven if the area was able to be modified.  The length and width are able to be modified and I was ok with that, but the depth could not be modified and the oven they wanted to send was 2" too deep and it would have stuck out into the kitchen making the narrow walking space between the oven and counter difficult to pass through.  I do NOT consider this matter closed and will leave my complaint until the home warranty company sees fit to pay the difference as I asked.  
Regards,
[redacted]

Per the terms and conditions of the contract, it clearly states that authorization must be given prior to repairs and or replacement being made.  HSA is not able offer any coverage on the claim.  Thank you

The homeowner spoke with an associate on 8/11/15 and is verifying with the vendor to make sure he repairs were completed.  The homeowner will be contacted again.

May 17, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 202453242   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.   Please be advised that in an attempt to amicably resolve this matter, HSA has dispatched a different company, Hotboys to diagnose the air conditioning system.  The service contractor will contact Ms. [redacted] directly to schedule an appointment.  Ms. [redacted] may also contact Hotboys directly at ###-###-#### to schedule an appointment.  Due to the delay, even though not liable to do so, HSA is willing to reimburse Ms. [redacted] up to $125.00, upon receipt of a paid invoice, for the purchase of a portable cooling device.  Ms. [redacted] may forward a copy of her invoice to my attention at HSA, P.O. Box 727, Carroll, IA 51401; or via fax at ###-###-####; or via email at [email protected], for reimbursement purposes.  HSA does apologize for Ms. [redacted]’ frustration regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

HSA is contacting the service provider to get the needed information to find out what the failure with the unit was and what is coverable under the terms and conditions of the contract.  The homeowner will be contacted after they receive that information.

After review of the claim and if the customer wishes to have the repairs completed they would need to give authorization and agree to pay the service provider for the items not covered per the contract.  The customer may at any time speak to the service provider for clarification.
Thank...

you

HSA is refunding the homeowner the $100 deductible as a customer service gesture and the check will be mailed out on Monday.

[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]