Home Security of America, Inc.

The homeowner has called into HSA and filed a claim for the refrigerator and a vendor has been dispatched. Per HSA notes, the vendor has an appointment scheduled for tomorrow, 9/25/15. Once HSA has the diagnosis from the vendor, HSA can review options with the homeowner

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
I have attached an email from the company approving me for work after submitting my home inspection reportMy claim was then declined days latterThe company claims that this letter was a mistake and that their rep did not press the right button.
Regards,
*** ***

HSA received the copy of the paid receipt on 10/17/and the reimbursement check will be mailed out tomorrow, 10/30/15. HSA apologizes for the delay in reimbursement to homeowner

[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.
Regards,
*** ***

HSA advised the homeowner on 8/3/that the generator is not a covered component under the terms and conditions of the HSA contract. The denial stands

We do apologize for your difficulties with the processThis can be a common occurrence with repairing some appliances where they do not take repairs or it does not resolve the root problemIf it is a repair that is more cost effective than replacing we will go with the repairIn your
case I do see we have recently provided a replacement offer, where you have the option of accepting our offered unit or using the cash in lieu value towards purchasing a replacement and we will reimburse you

HSA approved for repairs on the boiler system. The contract has a $aggregate limit per year contract and that is the most that can be approved for payment. The claim was approved dor $
Thank you

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
The documents referenced by the business were not sentI was sold their service without knowledge of the non cancelable term of the contractTheir sales representative not making that clear, as well as not sending me these documents, is completely dishonest and unsatisfactoryI want the contract cancelled immediately and a refund of all funds taken by HSA since the original complaint was made
Regards,
*** ***

[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. We did get our check in the mail Friday afternoon. I am glad we have it but still think it is unacceptable how long it took and this needs to be known to othersThis was not our only.issue with this company either
Regards,
*** ***

HSA is contacting the vendor to obtain the needed information to proceed with the claim and will call the homeowner will status

After further review CIL was processed on 4/18/and check was mailed out on 4/26/16. Thank you

HSA apologizes for the cusomers experience. If they would please obtain a quote for the potential drywall repairs that are needed with a detailed description and attach as a PDF a Supervisor will review and get back in touch with the customerThank you

November 16, *** *** *** Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI
RE: Shawn J V***; Revdex.com Complaint ID No11816275; HSA Reference No*** Dear *** *** Home Security of America, Inc(“HSA”) is in receipt of your letter dated November 8, 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 MrV***’s boiler claim. On October 13, 2016, MrV*** placed a service request for the gas furnace and HSA dispatched Jordan Repair Services, Incto diagnose the problem with the gas furnaceOn October 13, 2016, the technician advised that the system in question was a boiler and that they do not service boilers. In order to resolve the matter HSA attempted to locate a HSA authorized service contractor to run the boiler call. On October 20, 2016, HSA dispatched Young Plumbing and Heating Incto diagnose the problem with the boiler; however, on October 24, 2016, Young Plumbing and Heating Incadvised HSA that they no longer work with HSA In order to resolve the matter HSA provided MrV*** with the opportunity to locate the licensed and insured service contractor of his 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 repair cost less the HSA trade service call fee upon receipt of the paid invoice. MrV*** declined this offer and HSA continued to search for a HSA authorized service contractor to run the boiler call On November 15, 2016, Rolwerks Heating and Cooling accepted the service call from HSA and advised that they are scheduling the service appointments for November 21, or later. Once the service request appointment has been ran and the detailed diagnosis has been reported to HSA by Rolwerks Heating and Cooling, HSA will advise MrV*** of our position regarding the boiler claim HSA does apologize for MrV***’s frustration regarding the matter Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC Marcy C*** Customer & Regulatory Claim Resolution Specialist

A supervisor will contact the homeowner in regards to the air conditioning claim and cancelling the contract

[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.
Regards,
*** *** ***

HSA has no control on what vendors charge for retail rates on items not covered under the warranty. The homeowner always has the right for a second opinion for quotes. The HSA licensed affiliated vendor advised HSA that certain modifications and code upgrades were required and that a permit needed to be pulled and if the tank fails in the future for lack of the items not being installed, HSA would not offer coverage for that failure. Again, HSA has approved the amount of $for the tank and labor, which is what HSA's affiliated vendor would charge

Unfortunately we still don't have a specific failure on the system reported into us that would necessitate replacement, we would not just replace a system because it's old, we would need specific documented failuresWe are willing to send out another tech from ***'s Heating & A/C to check the system over again, as I do agree replacing a capacitor does not align with the symptom complaint of humidity occurring in the homeUnless we have a failure with the system, we do not have anything to cover as your warranty covers for failures with the current system in the homeIf it is simply something like needing to add a dehumidifier or upgrading the systems in the home for desired higher efficiency, you the homeowner would be responsible for that at your own expenseIf you have your own documentation of specific failures on the system from your own techs that you've had out, I would be willing to overlook the invoices or contact them for considerationPlease provide the contact information for the techs or invoice documentation in a response

The homeowner was informed in the voicemail with the same information that was written in the last response, this was done simply for clarificationThe homeowner had talked to a customer service representative on 8/at 6:pm and they had set up a recall dispatchThis dispatch was re-assigned to another vendor due to availabilityThe new vendor is *** Heating & Cooling, the company's phone number is ###-###-####Another deductible will not be due and they will re-evaluate the system to see what is causing the water issues

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
I was speaking on a recorded line when I spoke with an approval person*** *** was not going to fix my furnace the proper wayThey only were going to replace the heat kit, but due to the over heating and over amping of the furnace, the furnace needed a new control board and transformerHSA was going to pay $to *** *** to ONLY fix the heat kitWhich was the improper way to fix the furnaceHow could I have trust in a company who was going to fix my furnace wrong?? Once again, $was for *** *** to replace ONLY the heat kit, not the transformer and the control boardI also do know that I was talking on a RECORDED line with an employee at HSA home Warranty and the guy helping me said it should not be a problem to pay the $for the extra parts needed to fix the furnace the PROPER wayThis company is a complete scam, and they do not want to pay to have things fixed the PROPER wayI do not want anyone even touching anything in my house if they do not know how to fix something the PROPER way
Regards,
*** ***

According to the technician, the first failure was the evaporator coil and that was replaced. The second failure to the outside unit was the condenser fan motor, which was also replaced. HSA does replace components that are not failing. If the homeowner
did not want the repairs done, they could have chosen to take a cashout option in lieu of repair or replacement based on what HSA can expect to pay to repair the failure (parts & labor)