Home Security of America, Inc.

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March 16, 2017    [redacted]Revdex.com of Wisconsin10019 W. Greenfield Ave.Milwaukee, WI 53214 RE:       [redacted] & [redacted]; HSA Plan No.[redacted]-[redacted]-[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 with regard to the furnace issue.  With regard to the clothes washer, Fort Appliance Service has reported to HSA that the actuator and wiring harness in the unit need to be replaced.  HSA has authorized the technician to order the necessary parts and complete this repair.  When Fort Appliance Service is in possession of the necessary parts, the company will contact Mr. and Mrs. [redacted] to schedule an appointment to complete the repair.  The customers may contact Fort Appliance Service at ###-###-#### to discuss status of the parts and scheduling.   A trade call fee is rightfully due from customers for every trade request, in accordance with Section D-3 of the warranty plan.  It was reported to HSA that the trade call fee was not paid by the customers.  If Mr. and Mrs. [redacted] are in possession of proof of payment of the trade call fee, they may forward the information to me for review.   Thank you for your consideration. Sincerely,  HOME SECURITY OF AMERICA, INC.   [redacted]      Customer and Regulatory Claim Resolution SpecialistP.O. Box 727, Carroll, Iowa 51401Fax: ###-###-#### Email: [email protected] us why here...

HSA apologizes for the customers claims experience.  A supervisor has already reviewed and has taken care of reimbursement back to the customer.  Thank you.

After review of the claims, HSA reserves the right to repair vs replacement under the terms and conditions of the contract.  HSA is pending diagnosis on the previous claim that has just been filed to determine coverage.
 
Thank you

[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.]That is not what their letter indicates.  Their letter indicates the the microwave repair is approved.  Not a partial repair.  
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.
The "upgrades" and items needed to bring the water heater up to "code" were not required by the licensed plumber that installed the new water heater. The prices were gouged ($145 for a valve that costs $12 BUT the valve comes standard on ALL water heaters now, $175 for an expansion tank that I was able to get from the plumber, installed, for $75, etc). And charging me for things I didn't need (a new pad? For what? The tank I had to get was smaller, and the pad was more than sufficient. No one in their right mind is going to rip up concrete in a 3 foot crawl space for a tank that is going to be SMALLER than the original). There was no proof, inspection, etc done that said I would need all of these code upgrades, and I was able to get everything I needed, legally and up to code, for $950, which was less than the price of the "upgrades" alone. I stand by my statement that HSA does NOT protect its homeowners and only contracting with 1 plumbing company in my area is still a monopoly. HSA has failed to comment on that, so they must know I am right. Fortunately, I work in real estate and have an HSA representative that I contacted and she agreed that the plumbing company was trying to take advantage of me. That says a lot.
Regards,
Jenna [redacted]

HSA apologizes for this customer's claim experience. If the customer could attach a PDF copy of the receipt, we will review for potential coverage. Thank you.

HSA is currently reviewing the claim to determine if the unit is repairable or needed to be replaced.  Once HSA receives the cost comparison, the homeowner will be contacted.

December 20, 2016   Ms. Stacy [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             ...

RE:      Tina [redacted]; Revdex.com Complaint ID No. [redacted] HSA Reference No. [redacted]                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated December 13, 2016, advising of the above referenced complaint.  The letter has been forwarded to me for review and response.   Please be advised that Ms. [redacted]’ HSA plan was mailed to her upon HSA’s receipt of the premium plan fee payment.  Section D-1 of Ms. [redacted]’ HSA plan states that the plan holder must notify HSA prior to repair or replacement. When service is needed due to an operational failure, including emergency situations, the plan holder is to telephone HSA at 1-800-367-1448, twenty-four (24) hours per day, and seven (7) days per week. The plan holder’s call may be recorded and/or monitored for quality assurance purposes. This telephone contact shall initiate the service process without the requirement of a claim form or service application. This notification includes the requirement that HSA have the opportunity to speak with the service contractor prior to the implementation of any repairs. Failure to do so may result in HSA’s denial of reimbursement for the expenses the plan holder incurred.  Therefore, HSA is rightfully not responsible or liable for any of the service Ms. [redacted] had completed outside of the HSA plan and no reimbursement will be provided by HSA for services she had completed on the garage door opener, electrical, plumbing, and/or roofing.   On November 13, 2016, Ms. [redacted] placed the service request for the heating system and HSA dispatched Fast Response Heating and Cooling to diagnose the problem with the heating system.  Due to scheduling issues the service request was transferred to LA General Contractors on November 15, 2016.  On November 21, 2016, the technician with LA General Contractors reported to HSA that the flue to the heating system was not properly installed. Section E-5 of Ms. [redacted]’ HSA plan provides that the flue is not covered.  Therefore, HSA rightfully denied the repair of the flue.   On December 4, 2016, Ms. [redacted] placed the service request and HSA dispatched Sage Mechanical to diagnose the plumbing problems in the home.  On December 13, 2016, the technician with Sage Mechanical reported to HSA that no stoppage was found. Additionally, the technician reported that no operational failure was found on the garbage disposal. Finally, the technician reported to HSA that caulking was needed in the tub/shower.  Section E-2 of Ms. [redacted]’ HSA plan provides that caulking is not covered.  Therefore, HSA rightfully denied the repair of the tub/shower leak.   In light of Ms. [redacted]’ frustration HSA has waived the $100.00 trade service call fee she paid to Sage Mechanical. Ms. [redacted] will receive the refund check in the amount of $100.00 in approximately four weeks.                                       Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     Marcy [redacted] Customer & Regulatory Claim Resolution Specialist

HSA has emailed the homeowner the information that was requested and will process the reimbursement once the paid invoice is received.

HSA advised previously that the claim would not be covered and considers this matter closed.

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.]We do not accept this offer. No offer was made to resolve our issue. We have asked for the units we were told would be put into our home to be put in or to cover the fee of installation which was $1,240 paid by greg and [redacted] to Air Sales. We are now concerned that HSA shows us with a fee less than what we paid to Air Sales.  We we are asking that the units be Carrier units or that we are reimbursed for our check of $1,240. We were told over the phone the type of units and information on the units to be replaced. We asked for the unit information to be sent via email for documentation but HSA refused to do this on multiple accounts. We were then told that HSA did not agree that we are told Carrier units would be installed that they were probably sister company brands. They told us phone records could be pulled to prove this wrong. We then asked for phone records to be pulled and we were told this could not occur. We would like to have what we were initially told through the phone or reimbursed for the $1,240 installation fee. We are now concerned HSA records show a different amount of what we owed to Air Sales than what was paid. We would like this clarified as well. 
Regards,
[redacted]

The name and address of the title company where the refund check was mailed to is [redacted] --[redacted].  The check was mailed out on 11/12/14.

As of 11:01 am central time today, HSA has been advised that ** * has contacted the homeowner.  The homeowner has requested that the inspection be done on 1/26/15 and ** * is getting this set up with [redacted].  The permit is number is [redacted].  This is notification from...

contractor relations department.

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.
My complaint was regarding the fact that HSA sends extremely unqualified repair people into their customer's homes.  Their customers have no input as to what repair people HSA assigns them.  From the business's response to this complaint, they indicate that they are making no change in their policy that resulted in such a poorly rated business being assigned to me.
Regards,
[redacted]

HSA will refund the $75 deductible to the homeowner as a service gesture.  The check will be mailed out tomorrow, 11/17/15.

[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 on this part of the matter is acceptable. I have filed a second compliant on this matter in regards to a false claim in my contract that repairs will be made within 24. I do want to point out their policy put my system at further risk of damage 
Regards,
 
[redacted]

August 26, 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 correspondence advising of the above referenced
complaint.  Your correspondence has been
forwarded to me for review and response.
 
HSA
authorized Air Pro Heating & Cooling to replace a faulty condensing unit
and an evaporator coil.  The service
contractor reported that there would be additional charges for line set
modifications, ductwork modifications, electrical modifications, drain line
modifications, refrigerant recovery, new condenser pad, and the disposal of the
old equipment.  Ms. [redacted]’s HSA plan
does not provide coverage for the additional charges as the optional 7 Star
Upgrade coverage was not purchased for an additional fee as provided for in Section
E-17 of Ms. [redacted]’s HSA plan.  Section
F-4 specifically states that modification charges or costs for metal
fabrication, plenum work, or electrical changes necessary to satisfy the
installation requirements of a new replacement unit. If the 7 Star Upgrade is
purchased for/by the buyer, HSA will pay up to $500 aggregate towards
modification charges associated with an approved heating, air conditioning or
water heater repair or replacement as outlined under Section E. Buyer 7 Star
Upgrade.  Section F-3 provides that HSA
will not pay costs related to refrigerant recapture, evacuation, or disposal of
refrigerants or contaminants.  If the 7
Star Upgrade is purchased for/by the buyer HSA will pay costs associated with
refrigerant recovery.  Therefore, based
on the terms of the plan, Ms. [redacted] is responsible for the non-covered
charges. 
 
In
the alternative, Ms. [redacted] 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-2 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. 
It appears that Ms. [redacted] has declined both options available to
her.
 
Based
on the terms of the plan, HSA has rightfully upheld its warranty
obligations.  HSA’s position does remain
unchanged.  Ms. [redacted] 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. [redacted] can hire
a company of her choosing and be reimbursed in the amount of $1,151.97 upon HSA’s
receipt of a paid invoice documenting the replacement of the condensing unit
and evaporator coil.  Ms. [redacted] may
contact HSA directly at 1-800-776-4663 to advise of which option is decided
upon so that this matter can be resolved according to the terms of the HSA
plan.  HSA does apologize for Ms.
[redacted]’s frustration regarding this matter.
 
Thank
you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA,
INC.
 
 
[redacted]
Customer and Regulatory Claim
Resolution Specialist

September
29, 2016
 
[redacted]
Revdex.com of
Wisconsin
10019
W. Greenfield Ave
Milwaukee,
WI 53214
                       
RE:      Kristin [redacted] Revdex.com Complaint ID No.
11709403; HSA Reference No. [redacted]
           
Dear
[redacted]s:
 
Home
Security of America, Inc. (“HSA”) is in receipt of your letter dated September 22,
2016, regarding the above referenced complaint.
 
HSA
does apologize for Ms. K[redacted]’s frustration; however, please be advised that HSA’s
letter dated September 21, 2016, accurately and correctly states our position
regarding the repair of the improper installation of the air conditioning system.
Please be advised that the 7 Star Upgrade coverage for the HSA plan has a limit
of $250.00 for the repair of improper installation. Section E-18 of Ms. K[redacted]’s
HSA plan states that 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 covered. If the improper
installation, modification or repair is a code violation, coverage will be
limited to $250.00 aggregate. Check
Number 22902379 in the amount of $250.00 was released by HSA on September 27,
2016 for the repair of the improper installation on Ms. K[redacted]’s air conditioning
system.  Ms. K[redacted] should receive this
check in the next five business days and nothing further will be done by HSA
regarding the matter.
 
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
Marcy C[redacted]
Customer
& Regulatory Claim Resolution Specialist