Home Security of America, Inc.

August 31,
*** ***
Revdex.com of
Wisconsin
WGreenfield Ave
Milwaukee, WI
RE: *** (***) ***, Revdex.com Case ID No***; HSA
Reference No***
Dear *** ***:
HSA is in receipt of your
correspondence enclosing additional information from *** ***
Again,
HSA does apologize for Ms***’s frustration regarding this matter. However, my previous correspondence dated August
26, 2016, accurately and correctly stated HSA’s position regarding this
matter. HSA’s position does remain
unchanged.
HSA
authorized Air Pro Heating & Cooling to replace a faulty two (2) condensing
unit and a two (2) ton evaporator coil with a new two (2) ton condensing unit
and a new two (2) ton evaporator coil.
HSA does not replace brand for brand.
Section D-provides that replacement shall be with systems comparable
in features, capacity, and efficiency.
HSA is not responsible for matching dimensions, brand, or color. As previously stated, Ms*** is
responsible for the non-covered charges as the optional Star Upgrade coverage
was not purchased for an additional fee as provided for in Section E-of Ms
***’s HSA plan.
In
the alternative, Ms*** was offered the option of a cash reimbursement
in the amount of $1,151.97, upon receipt of a paid invoice, in lieu of the
condenser and evaporator coil replacement based on HSA’s costs. Section D-states that HSA reserves the
right to offer cash in lieu of repair or replacement based on what HSA can
expect to pay to repair the failure (parts and labor); this amount may be less
than retail or less than your actual cost.
Please be advised that HSA will not provide its confidential pricing
guidelines contracted with its suppliers and/or service contractors
As
previously stated, Ms*** can allow Air Pro Heating & Cooling to
replace the condensing unit and the evaporator coil and be responsible for the
non-covered charges; or Ms*** can hire a company of her choosing and
be reimbursed in the amount of $1,upon HSA’s receipt of a paid invoice
documenting the replacement of the condensing unit and evaporator coil. Ms*** may contact HSA directly at
1-800-776-to advise of which option is decided upon so that this matter
can be resolved according to the terms of the HSA plan. This is HSA’s final decision and we will be
closing our file
Thank
you for your consideration
Sincerely,
HOME SECURITY OF AMERICA,
INC
*** ***
Customer and Regulatory Claim
Resolution Specialist

Again HSA apologizes for the inconvenience the homeowner has experienced and has sent it over to another supervisor to call the homeowner at his home number as it is after 3:pm/ *** is still out of the office

and 2015...I used *** realty to buy the homes and they offered this HSA home warranty plan....my experience in the past three years is horrible to say the least....wait time to place a service call is almost an hour....online request submissions will never go through....the assigned contractor calls just before end of business day and says he can't come till next day....I was literally forced on two earlier occasions to get the work done on my own In the present case...I waited almost two days...tried calling them multiple times...when we are at work...it is hard to hold the line for long...now they say faucet is not covered...Contract says LEAKS are included....it am not sure where other places leaks come as they also mention roof leaks separateThey have a dollars Co pay....it to is not about the money...I want to bring it to your attention about their business ethics....I explained to the customer support specifically about my aged parents when I placed the service request...I did not get the service done till next day....when the assigned contractor called me and told me that he can't come till next day I was forced to call someone to avoid the leaking water and prevent damage to the ground floor unit...also preventing potential risks of fall for my parents....I feel these companies should have a human angle....I have not filed any claims earlier and the other contractor verified the need for urgent repair...Thanks

[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 ***, and find that this resolution is satisfactory to me If coverage is provided I was told the first time I sent in a complaint to the Revdex.com that it would be covered I have attached a copy of the paid invoice to provide reimbursementIf you have questions please feel free to call me at *** *** ***.
Regards,
*** ***

The customers filed a claim for their air conditioning system that was failing. Upon the initial inspection of the equipment the technician also found a cracked heat exchanger in the furnace. The heat exchanger can only crack in a heating season while in use. The customers
Contract was effective 7/2/15, Technician looked at furnace on 7/27/15. At this time of the year the customers were not using the heat but using the A/CThe contract only covers for mechanical failures due to wear and tear since the contract has been in force
HSA does not cover pre-existing conditionsIn the technicians professional opinion with the examination of the heat exchanger in the furnace that there is no way that this could have happened in the time frame as the furnace was not being used for heating purposes. HSA is unable to offer any coverages for pre-existing failures and or he replacement of the heat exchanger or the replacement of the furnace. Thank you

On Tue, Jul 28, at 6:PM, Gmail wrote:I received a check from the company today Please close out this ticket and thanks for keeping it open until it was resolved.Regards,***

HSA does not have a contract under that homeowner's address. Perhaps, the service provider is mistaken in the home warranty company that warranted the property. HSA is Home Security of America, Inc

On Fri, Oct 2, at 2:AM, *** *** wrote:The primary reason for the complaint was they didn't call me backFinally, HSA did call me back on 9/23/and we were able to work things out

The claim was approved on 7/27/for the evaporator coil. The homeowner will hear from the vendor to set up a service call for the installation of the equipment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

The homeowner's contract does not cover installation modifications and disposal fees per the terms and conditions. The homeowner has the option to approve the non-covered charges or take the $to have a different vendor replace the water heater

November 30,
*** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Katherina & Clifford P***; HSA Plan No***; Revdex.com Complaint Case No Dear *** *** 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 microwave issue. On September 6, 2016, service was requested for the microwave and refrigerator and the request was dispatched to Sears to diagnose the issues. On September 20, 2016, Sears reported to HSA that the thermostat in the refrigerator needed to be replaced and HSA authorized the technician to complete the repair. With regard to the microwave, Sears reported that several parts needed replaced, including the capacitor, diode, and magnetron. HSA authorized the technician to complete the repair of the microwave and the necessary parts were ordered to complete the repair. Section F-of the warranty plan states that cover does not apply to conditions beyond HSA’s control, including delays in obtaining parts. On November 1, 2016, Sears reported to HSA that the parts were not yet available. Although not liable to do so, HSA elected to replace the microwave. Section D-of the warranty plan provides that replacement shall be with systems comparable in features, capacity, and efficiency. HSA is not responsible for matching dimensions, color or brand. HSA offered Mrand MrsP*** a replacement microwave based on this criteria. Alternatively, HSA offered the customers the option of accepting cash in lieu of HSA’s cost of the replacement in the amount of $303.75. Section D-of the warranty plan further states that HSA reserves the right to offer cash in lieu of repair or replacement based on what HSA can expect to pay to repair the failure. This amount may be less than retail or less than the customer’s actual cost On November 22, 2016, Mrand MrsP*** elected to order the replacement microwave offered by HSA. Section F-of the warranty plan provides that coverage does not apply to modification charges necessary to satisfy the installation requirements of a replacement unit. When the customers have received the replacement microwave, they may contact Hatfield Electric at 417-337-to schedule an appointment to install the microwave. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly T*** Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa *** *** *** ***

The homeowner can have their technician call HSA to give them their findings and HSA will review the claim

HSA apologizes for the customers experience with the claim process. HSA's contract only covers for the drywall repairs to a rough finish on an approvable claim. HSA did not offer coverage on the claim due to the pipes have frozen and this is a not wear and tear failure per the
terms and conditions of the contract. Thank you

I have reviewed the response made by the business and have determined that this does not resolve my complaint.HSA informed me over the phone that because of modifications, they could not pay any more on my claimTo have a vendor lie just to hike prices up, and HSA working with the vendor where it benefits only them, and have the customer pay more out of the pocket is unjustifiedThe contract states it covers domestic water heaters, and electrical or gas connections*** sent a reputable contractor out when the vendor HSA sent left and went to another job site, and the inspector from the city has come out and my tank passed inspectionWhat items HSA are speaking of that was not installed is beyond me!! In my opinion HSA and their vendors work hand in hand with each other but not in the customer’s advantageThere is no way I should have this HSA warranty and still pay out of pocket for a water heater, gas connections, and laborAll of which the HSA contract states is coveredFor HSA to grasp at straws and continue to state I needed modifications, and state they have no control over what vendors charge for retail rates when these are the same vendors HSA seek out shows HSA is just shadyI will be reporting this company to the Insurance commissioner as well, and will not be renewing my HSA Home Warranty Contract with a company that does not honor its contract but lie about what work the customers actually needsI never spoke to the vendor about what work I needed, so I don’t know what HSA is saying to be true or this is what they do to get out of honoring their contractHSA should pay the full amount of what it cost me to repair the water heaterCustomers should be aware of HSA!!

A supervisor is contacting the homeowner to obtain the invoice for reimbursement

HSA has cancelled the contract and will refund the 8/payment that was applied. A cancellation letter has been emailed to you to sign and return for the refund to be processed

HSA had a vendor out to the home on 10/31/14, with 2 additional technicians to assist, and homeowner declined the service due to not wanting that many people in his home. HSA has sent a request over to vendor department to find another vendor for this homeowner. The homeowner
will be contacted once another vendor is located

HSA has reimbursed the homeowner the approvable costs per the terms and conditions of the contract and the $is that approvable amount. The amount the homeowner is asking for is the estimated retail cost not the actual cost of the repair

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.HSA is intentionally avoiding the real issue by providing the same response to a non-issueThey have had over days to fix my fridge freezer which was covered when my contract was in forceThey fraudulently deducted renewal fees against my credit card without telling me they were going to do thisI never renewed my contract with themThey should return my money that they have had for nearly days, what a shady way to do businessI would never recommend using this companyBuyer beware! Refund my money.
Regards,
Samantha ***