Home Security of America, Inc.

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.
Again, none of the questions or issues I mentioned in my latest reply were answered except for the I am only owed the balanced of what HSA's vendor would get. I sent in documentation of receipts several times now and the status if the claim has been "invoiced processed" for at least 2 weeks now and the repair was done 3 weeks ago.  Please close out the process already of paying in invoice as you have received my receipt. 
Regards,
[redacted]

Better Business...

Bureau:
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.
As previously stated, this matter has not been resolved.  The old unit failed due to normal wear and tear. Per our contract - We are requesting full reimbursement for the cost of the replacement unit.
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.]
Regards,
[redacted] I am not a plumber, so I included all of the information that I could in the claim request and must rely on HSA to guide me regarding coverage.  In this case, I was contacted by the service provider who called me directly and scheduled the service after receiving an email from HSA telling me who they assigned to the case; I did not initiate contact with the service provider.  The plumber came to my home on Saturday the 27th -- but I got the rejection on Wednesday the 2nd.  It is my contention that:1.  If the claim is to be denied, it should be denied BEFORE services are performed.  I have filed claims with HSA before, and one was denied through a phone call.  Assigning a service provider indicates that the claim is valid pending verification by the service provider.2.  The contract states that the service provider would contact HSA if there were questions about the coverage prior to performing the service once they were on site.  I have ALSO had this happen once, and the work was denied and not performed.  This work was completed and there was never any indication that this work may not be covered -- also indicating that this was a valid claim.Both of these points support my contention that I am not being treated fairly in this situation.

[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]

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.  HSA has not addressed the specific language of the contract that states the claim "may not be reimbursed if prior notice is not given", rather than "will not." The use of the word "may" implies that some claims are still, indeed, reimbursed. It lists no specific criteria as to why some claims "may" or may not be reimbursed if prior notice is not given. Therefore, the response provided by HSA that failure to provide prior notice is insufficient as the sole reason to automatically deny my claim. It is extremely misleading to use the words "may not be reimbursed" to the consumer, who might safely assume that due to very extenuating and emergency situations (including those that are medical) is unable to provide prior notice, that an effort would be made by HSA to investigate the claim and offer a chance at reimbursement. Given the language HSA uses in this contract, specifically the statement "MAY not be reimbursed", it seems reasonable that I would like my claim to be considered for some sort of reimbursement given the situation I was physically unable to give prior notice. Any consumer that considers entering a contract with HSA, should be cautious that the company may not follow the guidelines written within its own contract. We have been extremely disappointed that the company failed to make any attempt to assist us in a very emergency situation in a remote area, but rather offers false hope to consumers with very misleading language in its contract. Buyer beware!
Regards,
[redacted]

I haven't heard from HSA except from a bill collector. He just asked why I hadn't paid, and I explained. He stated that I was allowed to cancel the contract. That's contradictory to HSA's response to the Revdex.com regarding my compliant. I haven't canceled yet. I want to see if HSA will resolve this first.

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.Dear HSA,Although disappointed, I cannot say that I am surprised with your decision. You have screwed my wife and I every step of the way. You clearly will do anything it takes to make a buck. This is not debatable. You use garbage contractors and then write your contracts in a way that leaves you without liability when the garbage contractor screws up (which I am sure is quite often). To give you an update on my situation, my wife and I hired Robert's Roofing to complete the repair. I am sure it is not a surprise to you that they told us Elite Contracting did more damage to our roof than help. It cost me $4,000 to fix your mistake. Along the way, Roberts Roofing told me that they are also contracted through HSA. When I dealt with HSA, I was told that I had to use Elite Contracting because they did not have another contractor in my area. So not only did you damage my roof and steal my money, but you also lied. It's a shame that your company is allowed to run like this. I feel bad for your future customers, who after pouring their life savings into a house will have to deal with you. I will do everything in my power to warn people so that they do not have a similar experience. Congratulations on stealing my money and damaging my home, I hope it was worth it.  
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.   But what would have been nice is for HSA to treat their customer like they are valued. When I was told twice someone would contact me, contacting them numerous times to try to resolve this issue, being on hold for more than 50 minutes and why it takes a week and a half to mail a check. The issue may have been resolved, I received the check but I will not continue to support this company with my business.
Regards,
 
[redacted]

December 22, 2016*
[redacted]Revdex.com of Wisconsin10019 W. Greenfield AveMilwaukee, WI 53214                            RE:      Renee...

B[redacted]; Revdex.com Complaint ID No. 11879558; HSA Reference No. [redacted] Dear [redacted] Home Security of America, Inc. (“HSA”) is in receipt of your letter dated December 15, 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 the renewal of Ms. B[redacted]’s HSA plan for the property located at [redacted] Drive, West Chester, Pennsylvania.  Our records show that Ms. B[redacted] renewed the plan through the mail and we have no record of advising her that this plan could be downgraded.   In order to resolve this matter HSA has cancelled Mr. B[redacted]’s plan per her request based on the terms of the HSA plan with a refund of $439.43 is being processed.  Section H of Ms. B[redacted]’s HSA plan provides that should this contract be cancelable under the laws of the state where the contract holder resides, an allowable administrative fee will be charged upon cancellation.  Therefore, it appears this matter has been resolved. Thank you for your consideration. Sincerely, HOME SECURITIES OF AMERICA, INC.  Marcy C[redacted]Customer & Regulatory Claim Resolution Specialist

The only a/c claim that was filed on the previous contract filed on 7/3/15 was for a condenser fan motor replacement, and this claim is for a different failure to the compressor.  Since two different failures, there would be two deductibles.  Regardless of the brand, there is still copper line set modifications needed in stall a compressor. The claim stands as is.

I apologize for the additional issues with the system, our records show that Budget HVAC only performed a cleaning service on the unit and changed a filter. If you had made us aware of the additional issues with the system we would have sent out a company to re-evaluate the failures. Once we have a...

diagnosis from one of our technicians we have associates trained to make the determination whether something needs to be repaired or replaced. Due to the fact that we were not informed of these additional issues and that you had replaced the system on your own accord without HSA's documentation of the failures or authorization, we would not be able to provide coverage. This is stated in the warranty section D.2. "You shall take every precaution to protect the property giving rise to the “Operational Failure” until the necessary repair or replacement isauthorized by HSA and made. Repair or replacement shall be performed within forty-eight (48) hours, under normal circumstances, of an approvedclaim by a service contractor chosen by HSA, unless a service contractor of your choice is approved by HSA when you report the malfunction or“Operational Failure” by telephone. HSA selected service contractors must be used on all claims. Please be aware, HSA may be affiliated withthe company or technician performing work under this contract. (Please notify HSA if you have a complaint about an HSA selected servicecontractor.) If HSA cannot provide a contractor for you, HSA will approve the use of a contractor outside of its network. We have the sole rightto determine if items will be repaired or replaced."

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.
This rejection is only to keep the complaint open. HSA has agreed over the phone to give me the full $130 as requested if I would would supply a receipt when I purchase the parts. I have purchased the parts and submitted the receipt but have been waiting almost a week for a check or call back about a check being issued. Again we have a verbal agreement and resolution but I will not consider this matter settled until I have received the check. 
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.  I have an update to this concern but cannot find where to add the update.  Basically, the business owner has made this issue 'right'.
Regards,
[redacted]

April 4, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:     ...

[redacted] M [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Plan No. 200922442                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated March 30, 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 Ms. [redacted]’s water heater claim.  On March 22, 2017, Ms. [redacted] placed the service request and HSA dispatched Carl’s Plumbing Services Inc. to diagnose the problem with the water heater.  However, Carl’s Plumbing Services Inc. was scheduling service appointments for March 28, 2017.  In order to resolve the matter on March 23, 2017, HSA transferred the service request to Ray [redacted] Plumbing Inc. HSA’s records show that the service request with Ray [redacted] Plumbing Inc. was cancelled on March 24, 2017.   On March 29, 2017, Ms. [redacted] placed a new service request for the water heater and HSA again dispatched Carl’s Plumbing Services Inc. to diagnose the problem with the water heater.  Carl’s Plumbing Services Inc. was now scheduling service appointments for April 4, 2017.  In order to resolve the matter HSA provided Ms. [redacted] with the opportunity to locate the licensed and insured service contractor of her choosing to run the call. When using a service contractor outside of the HSA plan, HSA requires that the technician report the detailed diagnosis and cost breakdown to HSA before performing the service.  HSA would then reimburse the plan holder the approved cost less the HSA trade service call fee upon receipt of the paid invoice. Ms. [redacted] declined this offer.   On March 31, 2017, HSA dispatched Chris The Plumber LLC to diagnose the problem with the water heater. Once the diagnosis has been reported to HSA by the technician, HSA will advise Ms. [redacted] of our position regarding the water heater claim.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

The dryer and the water softener claims were filed in November of 2014.  The recall procedures are 30 days for labor and 90 days for parts.  The homeowner is well past the 90 days for parts and a deductible would be due.  Once the vendor comes out to the home for the water leak,...

HSA will review the diagnosis to determine coverage per the terms and conditions of the contract.  If the leak is caused by the installation of the water softener, the deductible will be waived.

I spoke with a rep from HSA home warranty late last week to try and get the status of the heat pump unit. After waiting on hold for a spell, I was informed it had been delivered to...

the technician company, which was confirmed after calling the tech company. So that is a win. I'm still displeased with the whole ordeal though and how much longer it took to get the unit than what they said. Had this happened in the summer and I'd needed the air conditioning, I'd have been in an uncooled house for about 6 weeks instead of the 3-5 business days they said when I was first informed that they'd be replacing the unit. Their lack of ability to effectively track shipments to the companies they use was very frustrating. They need to be better is the bottom line.Thanks!

August 31, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] & Crystal [redacted]; HSA Plan No. 190197052; 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 pool issue.  Mr. and Mrs. [redacted]’s warranty plan became effective on April 27, 2016.  On May 16, 2016, service was requested for the pool pump.  HSA allowed the customers to have a company of their own choosing diagnose the issue and report the information to HSA.  On May 31, 2016, Mr. and Mrs. [redacted]’s chosen company, Making Waves Pool Service, reported to HSA that the circulation pump and salt water chlorinator were not working properly and the system was not able to move water.  The technician further reported that the filter was not working.  In the technician’s opinion, these issues were detectable prior to the warranty plan becoming effective.  Section F-1 of the warranty plan states that detectable pre-existing defects or deficiencies, when the component parts were not in proper working order on the inception date of coverage, are not covered by HSA.  Based on the diagnosis provided to HSA by Making Waves Pool Service and the terms of the warranty plan, coverage to repair the pool equipment has been denied.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      Customer and Regulatory Claim Resolution Specialist

HSA has approved for the repairs of the washer thru Sears.  HSA will also approve as a service gesture for the second man to remove the unit in order to perform the repairs.  Thank you.

As previously stated, the vendor found that the failures could not have occurred during the contract period due to the extent of the damage to the parts.  The claim denial stands.

HSA understands the customers concerns.  However, HSA has made numerous attempts to contact [redacted] to obtain a proper diagnosis and to date have not heard back from them in reference to the customers heating system.  HSA does require that we have the opportunity...

to speak to the technician/ service contractor prior to the implementation of any repairs. Failure to do so may result in our denial of reimbursement for the expenses you have incurred.  This is per the terms and conditions of the customers contract Section D. Customer Service # 1.  HSA also has the sole right to determine if items will be repaired or replaced.  This is per Section D #2. If replacement is necessary, HSA will replace with systems comparable in features, capacity and efficiency; HSA is not responsible for matching dimensions, color or brand.  Until HSA is able to speak with [redacted] we will not be able to finalize the claim process.  The service provider was given a direct line and extension to contact a specific representative to assist in a timely manner. They may call ###-###-#### ext. [redacted] for assistance.  Thank you