Home Security of America, Inc.

August 31, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** & *** ***; HSA Plan No0001372318; Revdex.com Complaint Case No*** Dear Ms***: 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 dishwasher issue. On March 13, 2016, service was requested for the dishwasher and the request was dispatched to Absolutely Affordable Air Conditioning & Heating, Inc. On March 16, 2016, the technician reported to HSA that the failure of the dishwasher was caused by misuse. Section A-1-C of the warranty plan provides that HSA will cover loss so long as the component parts become inoperative due to wear and tear. Section F-of the warranty plan states that coverage does not apply to abuse and misuse. Based on the diagnosis provided by HSA and the terms of the warranty plan, coverage was denied to repair the dishwasher. HSA offered to dispatch another company to diagnose the issue and provide a second opinion. However, Mrand Mrs*** reported to HSA that the dishwasher had already been replaced. The customers requested to be reimbursed in the amount of $165. In order to amicably resolve this matter, although not liable to do so, HSA agrees to reimburse the customers in the amount of $165. The customers will receive this reimbursement by check in approximately ten to fifteen days. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist

March 27, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***, Revdex.com Case ID No***; HSA Reference 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 Please be advised that HSA has authorized the replacement of the refrigerator and HSA’s Purchasing Department will contact Mr*** for further assistance with respect to the refrigerator replacement. Mr*** may also contact HSA’s Purchasing Department directly at ###-###-#### (option 3), or via email at [email protected], for any further assistance regarding the refrigerator replacement Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist

As stated previously, modifications, disposal fees and permit fees are not covered under the homeowner's contract. If the star upgrade had been purchased, it would have assisted with some of these costs. On page 7, number Seven Star Upgrade: ....Modification charges: if HSA has authorized the replacement of a water heater, central heat or central air system and metal fabrication, plenum work or installation of a new pad for a condensing unit are necessary to complete the covered replacement, HSA will pay $aggregate toward modification charges. Permits: HSA will pay the cost for obtaining permits for HSA-approved repairs and replacements up to $per occurrence. Removal and disposal of replaced equipment: when HSA replaces a covered system we will also pay the cost to dispose of the defective equipment. Mismatched heating and cooling systems: HSA will cover a defect or mechanical failure of a system that was not properly matched in size or efficiency, if the defect or mechanical failure would have otherwise been coveredIf the mismatched system is a code violation, coverage will be limited to $aggregate. Improper installation,modifications and/or repair: HSA will cover a defect or mechanical failure of a system that was not properly installed, modified and/or repaired, if the defect or mechanical failure would have otherwise been coveredIf the improper installation, modification or repair is a code violation, coverage will be limited to $aggregate. The star upgrade was not purchased, therefore, the modifications, disposal fees and permit fees are not covered

This contract was cancelled by HSA on 8/3/as a management decision

October 25,
*** ***
Revdex.com of Wisconsin
WGreenfield Ave
Milwaukee, WI
RE: *** ***, Revdex.com
Case ID No.***; HSA Reference 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
*** ***’s HSA plan became effective on September 14, and
is set to expire on September 14, 2017.
A copy of the HSA plan was sent to *** *** on September 22,
2016. *** *** may contact HSA at
###-###-#### which is the service/contact phone number listed in Section D of
the HSA plan; or at ###-###-####. HSA
does apologize for *** ***’s frustration regarding this matter
Thank you for your consideration
Sincerely,
HOME SECURITY OF AMERICA, INC
*** ***
Customer and Regulatory Claim Resolution Specialist

HSA understands the customers concern. The equipment has its own make, model number and serial number associated with it. Any licensed HVAC professional is able to use that information to verify against the manufacturer to determine if any of the parts that are failing are under any type
of manufacturers warranty. Paperwork would nit be needed from HSA.If any of the parts are failing are not under manufacturers warranty then the customer would be responsible for all charges in getting the repairs done. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11700503, 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,
Richard B*** I do not feel that since we paid for the warranty, we should have to find someone, and pay out of pocket, to fix our built in microwaveWe have already paid HSA for a warranty!

HSA apologizes for the inconvenience to the homeowner on these claims and will refund $50 of the $100 deductible that was paid to the furnace technician. The is in addition to the $50 that was paid to the plumber.

Since HSA is unable to satify the homeowner, HSA will make an exception and cancel the contract per the homeowner's request effective immediately.

December 14, 2016   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             ...

RE:      [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 186149482                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated December 7, 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]’ plumbing claim.  On November 18, 2016, Ms. [redacted] placed the service request and on November 19, 2016, HSA dispatched Livegreen Plumbing Services LLC to diagnose the leak problem in the home.  On November 22, 2016, the technician with Livegreen Plumbing Services LLC reported to HSA that the main line was leaking in the front yard outside of the main foundation of the home.  Section A-1a of Ms. [redacted]’ AHS plan provides that HSA will cover loss so long as the component parts are located within the interior of the main foundation of the home or attached or detached garage.  Therefore, HSA is rightfully not responsible or liable for the repair of the leak located outside of the main foundation of Ms. [redacted]’ home.   Ms. [redacted] disputed the diagnosis and in order to verify the diagnosis HSA dispatched Jerry’s Plumbing and Heating to run a second opinion service request.  On November 23, 2016, the technician with Jerry’s Plumbing and Heating confirmed that the main line was leaking outside of the home.  Therefore, based on Section A-1a of Ms. [redacted]’ HSA plan as mentioned above, I find that HSA rightfully denied the repair of the main line leak located outside of the main foundation of the home.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

[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 again apologizes for the delay in this claim and as a service gesture will reimburse the remaining $160 in the non-covered charges to the homeowner.  The check will be mailed out on 6/12/15.  The training department has be notified of the issues and concerns of this claim process.

I apologize for your inconvenience for the past few weeks, we can certainly reimburse your deductible for being so patient. Our system does show that another part was ordered on 8/2 and was 2 day shipped, giving it a 2-3 day ETA. Sometimes with some parts, depending on the age of an appliance, they...

are very difficult to source or get just the right one if a tech is troubleshooting to correct a problem. There's no excuse for the delay the tech has caused you by not reporting in to us although, that is why I'm happy to refund you your deductible. If this does become a situation where the part just ordered does not work out then our resolution could be moving towards replacement instead of 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.
Homeowner does not consider this matter closed, the 170 remaining that you need to pay is for full replacement of the hot water heater. I have the check for the 700 dollars and I am waiting on the remaining 170 from HSA to fulfill the replacement cost.
Regards,
[redacted]

HSA will contact the vendor for the information needed and will contact the homeowner with status.

February 2, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:      [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 186149482                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated January 31, 2017, regarding the above referenced complaint.    HSA does apologize for Ms. [redacted]’ frustration regarding the leak claim.  Again, the technicians with Livegreen Plumbing Services LLC and Jerry’s Plumbing Heating each reported to HSA that the leak was occurring outside of the main foundation of the home. Section A-1a of Ms. [redacted]’ AHS plan provides that HSA will cover loss so long as the component parts are located within the interior of the main foundation of the home or attached or detached garage. Therefore, it is HSA’s final position that the leak claim was rightfully denied and no reimbursement will be provided by HSA.   Please be advised that HSA will not provide a copy of any records or recordings without first receiving a legally valid and enforceable subpoena from the court.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

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.
In regard to HSA trying to reach me, I have a brand new phone and my voicemail was not full. Even if it was full, they have a second phone number (my husband's cell phone) and my email. As such, they would have been able to reach me either by calling my husband or sending an email.  We had our own roofer come and assess the situation. One problem is that the shingles are old (i.e. wear and tear) which WOULD be covered under the warranty. I would like the HSA to cover the cost of a second opinion. They told me I would have to pay a $75 fee to have a second opinion and I would like them to waive that fee. Also, if the problem is wear and tear AND incorrect installation, I would like them to partially pay for the repair work and we will cover the remaining cost of the incorrect installation (if that is what it is determined to be.)I have not yet received the refund they said they would send for the refrigerator repair and it has been 20 days today.
Regards,
[redacted]

January 26, 2017         [redacted]
[redacted]
[redacted]
[redacted]
  RE:       [redacted] & [redacted]; HSA Plan No. [redacted]; 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.   My previous correspondence accurately stated the information in HSA’s records, as well as HSA’s position.  As stated previously, HSA’s records indicate that repairs have been completed.  Section D-2 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.  If the customers are in possession of an invoice for charges they paid to Air Sales for items not covered by the warranty plan, they may forward the detailed information to me for review.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.   [redacted]      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 Fax: 901-597-0430 Email: [redacted]

HSA apologizes for the delays in he claim.  HSA has reviewed the documents and will be contacting the service providers to review their finidings.  HSA has also contacted the customer as well with this update.

HSA has received the diagnosis of the dishwasher failure and left a message with the homeowner to go over claim denial.  The hinges and springs are not covered under the warranty.