Home Security of America, Inc.

September 26, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No. 39 0001393475; 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 customer’s complaint.  Mr. [redacted]’s warranty plan was effective from April 17, 2015, to April 17, 2016.  Prior to the buyer’s warranty plan becoming effective, Ms. [redacted] had warranty plan coverage while the home was on the market from March 16, 2015, until April 16, 2015.  On March 25, 2015, service was requested for the range hood exhaust fan and HSA allowed the customer to have a company of her choosing diagnose the issue.  HSA authorized P. Rigg Construction, Inc. to repair the issue and agreed to reimburse the amount of $375, which was the cost of the repair with a deduction of $75 for the trade call fee that is rightfully due from customers for every trade call request.    HSA’s records do not indicate that HSA received an invoice from the company for the completed repairs.  If Ms. [redacted] is in possession of such an invoice, she may forward the detailed information to me for review.  The requested information should include a breakdown of the costs incurred for the repair, as well as the technician’s diagnosis of what caused the failure.  When I have received and reviewed the requested information, I will advise the customer of HSA’s position.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      Customer and Regulatory Claim Resolution Specialist

September 23, 2016         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] & [redacted]; HSA Plan No. 16 0001567948; 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.  HSA apologizes for the frustration Mr. and Mrs. [redacted] have experienced.  As Connett Services has not been able to resolve the issue, HSA has dispatched a service request to Best Heating, Cooling, & Electric, Inc. to further diagnose the issue.  Best Heating will contact Mr. and Mrs. [redacted] to schedule an appointment to diagnose the issue.  The customers may also contact Best Heating at 515-262-8055 to discuss scheduling.  A trade call fee will not be due from the customers for this request.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      Customer and Regulatory Claim Resolution Specialist

January 31, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No.192688992   Dear [redacted]:   HSA is in receipt of your letter dated January 25, 2017, enclosing additional correspondence from Mr. [redacted].   HSA is in receipt of the previously requested information.  After further review, Mr. [redacted] can expect to receive a check from HSA in the amount of $3,000.00 for the replacement of the furnace in approximately 10-14 business days.  Therefore, it appears that this matter is being resolved and HSA will be closing its file.   Mr. [redacted] may contact HSA’s Service Department directly at ###-###-#### for any further assistance regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and 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.
[I don't know why the business did not read my previous response that showed clearly the equipment is covered by the warranty term that the humidifier is indeed attached to the duckworks. I will request the same resolution as I requested last time due to the unbelievable delay and their way of treating me with the claim. ]
Regards,
[redacted]

The HSA contract covers the tank and standard labor, the modifications and upgrades are not covered under the base coverage.    As far as the homeowner being made aware of covering the tank and labor, each homeowner is mailed the contract for their review and it clearly...

states this.  The type of water heater the homeowner has does not apply to the $1500 aggregate as it is a natural gas water heater.   Water heater/heating combination units (boiler) and oil systems are covered up to the $1500 aggregate.  The $365 is what HSA is covering after the deductible as this is amount the HSA affiliated vendor charges for both the tank and standard labor.  HSA has set pricing with their affiliated vendors.

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.] The response fails to address the issues of failure to perform in a timely manner, the terrible customer service we were provided and the 3 weeks we were without a refrigerator. To add to this, they do not even apologize, acknowledge their issues or lack of customer service in their response. The time they look responding to this complaint is just like the entire interaction: lacking. We believe we are entitled to more of an apology and:  $500 to cover the extended warranty we felt we had to purchase to ensure our claim was processed,  $75 for the repair call  reasonable time and expense for their unreasonable amount of time in dealing with this. Our contact says "repair or repl[redacted]" in 48 hours.  It took three weeks.  
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.]I still request HSA pay any additional monies owed to Air Command on our behalf due to their delay in getting responses to Air Command and ordering the incorrect part.
Regards,
[redacted]

HSA reached to the vendor to obtain information and was advised that they would call them back.  This occurred on 8/26/15.  Once HSA receives information, the homeowner will be contacted.

After further review on the claim. HSA is not able to offer coverage for any of the failures either to make repairs or replace as the failures are not due to normal wear and tear as this is what the HSA contract covers for. Thank you

The HSA contract does not cover properties with businesses in them.  Per the contract on page 3, Section Coverage:  This contract covers single-family resale homes and condominium or town house units. Multi-family homes up to and including eight (8) family dwelling units may be covered if...

applied for and the appropriate fee is paid. Multiple-family homes qualify for listing coverage; however, coverage is limited to the owner occupied unit. Tenant occupied properties are not eligible for coverage during the listing period. Coverage is for owned or rented residential property and excludes commercial property or residences used as businesses, including but not limited to, day care centers,fraternity/sorority houses and nursing/care homes. This contract does not cover homes sold/purchased in “as is” condition. If HSA determines that a property was purchased “as is”, we will issue a refund of premium less any administrative fees paid and no longer cover the property.  HSA will refund the 8/17/15 payment that was deducted.  The homeowner was sent the cancellation letter to be signed and returned.  There has not be a payment for September taken and will not be one taken.

[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.Although I do not understand how any customer service program could be so poor that the message option on their website does not work at all and the 800 number places you on hold for over an hour multiple times, once I contacted managers via email, they were excellent in handling the issue.
Regards,
[redacted]

November 10, 2016   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No.[redacted]; HSA Reference No. [redacted]   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.   HSA’s records indicate that HSA was previously made aware of Mr. [redacted]’s complaint regarding his account and that Mr. [redacted]’s account has been adjusted and appears to be resolved as of October 25, 2016.  Mr. [redacted] may contact HSA directly at ###-###-#### should he require any further assistance regarding this matter.  HSA does apologize for Mr. [redacted]’s frustration regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

HSA records show that HSA approved the claim in full minus the deductible on 6/10/15, with authorization number [redacted].  This is set to paid the vendor directly.  HSA would require an invoice to reimburse the vendor.

[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.  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 still disagree with the findings and would like someone to review the video I have of the dryer and the noises it intermittently makes. To the Revdex.com: who else can I file a complaint with on the practices of this company? I am not satisfied with what I am being put through by them and want my dryer replaced with a properly functioning dryer as it should have been months ago.

HSA approved for the coil replacement in June of 2015.  If the homeowner is requesting third parties and second opinion vendors to be present at the property, while an HSA vendor is performing work, then the homeowner would need to schedule that with the HSA vendor directly.

October
18, 2016
 
[redacted]
Revdex.com of
Wisconsin
10019
W. Greenfield Ave
Milwaukee,
WI 53214
                       ...


RE:      Dawn W[redacted]; Revdex.com Complaint ID No. 11758543;
HSA Reference Nos. [redacted]
           
Dear
[redacted]
 
Home
Security of America, Inc. (“HSA”) is in receipt of your letter dated October 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. W[redacted]’s dryer claim and cancellation
request.  On October 28, 2015, Ms. W[redacted]
placed the service request and HSA dispatched Sears to diagnose the problem
with the dryer.  Sears was unable to
schedule a timely service appointment and to resolve the matter HSA offered Ms.
W[redacted] the opportunity to locate the licensed and insured service contractor of
her choosing to run the dryer claim.  HSA
has no records of receiving the detailed diagnosis and cost breakdown from the service
contractor contacted by Ms. W[redacted]. 
However, upon further review and in order to resolve this matter HSA is
reimbursing the repair cost of $317.45 less the $75.00 trade service call fee
for a total reimbursement of $242.45. 
Ms. W[redacted] will receive the check in the amount of $242.45 in
approximately ten to fourteen business days.
 
Ms.
W[redacted]’s HSA plan renewed into a new year of coverage on September 7, 2016 under
HSA Reference Number 195835592.  On October
7, 2016, Ms. W[redacted] advised HSA that she did not want the HSA plan renewed.  HSA cancelled the HSA plan.  Please be advised no premium plan fees were
collected by HSA for this renewed plan and HSA will make no further attempts to
collect any premium plan fees for the cancelled HSA plan.  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 claim was approved and the reimbursement check of $854.00 will be mailed out tomorrow.

As stated previously, HSA has allowed the vendor to work with manufacturer to order the part needed to complete the repair.

HSA did advise the homeowner if she used her own vendor that HSA would adjust the pricing to what their vendor would charge for the same repair.  The approved amount that HSA will reimburse the homeowner is $632.30.  The check will be mailed out tomorrow, 10/30/15.