Home Security of America, Inc.

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 this customer's claim experience. If the customer could attach a PDF copy of the receipt, we will review for potential 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.
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]

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 talked to Chrissy at HSA and I scheduled a GE repair man to look at the stove. HSA said that they will pay for the service call however they did not give me a credit card and informed me that I am to call them when the technician arrives.I want this to remain open until the GE technician receives payment and my stove is repaired to my satisfaction.
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.
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]

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.

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

October 4, 2016       Stacy [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       Katherine [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.   I have reviewed HSA’s records with regard to Ms. [redacted]’s complaint.  On June 25, 2016, service was requested for the refrigerator and the request was dispatched to Jim’s Appliance Repair Service.  On June 27, 2016, HSA was notified that Jim’s Appliance Repair Service would not be able to diagnose the issue in a timely manner.  Therefore, HSA offered Ms. [redacted] the opportunity to have a licensed and insured company of her choosing diagnose the issue.  The customer was instructed to have the company contact HSA with the technician’s detailed diagnosis of what caused the issue, as well as an estimate of the cost to complete the repairs, as the company would need to obtain authorization from HSA prior to completing repairs.  HSA did not receive information from Ms. [redacted]’s chosen company.    With regard to the oven issue, service was requested on October 17, 2015.  Ms. [redacted] was also offered the opportunity to have a company of her own choosing diagnose the issue and report the information to HSA.  HSA does not have record of receiving information from the customer’s chosen company for this issue.    If Ms. [redacted] is in possession of an invoice for the repair of the refrigerator and oven, the customer 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.       Kimberly [redacted]      Customer and Regulatory Claim Resolution Specialist

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.

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

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]

Your account will be corrected to reflect this and you should no longer receive billing. Please allow 2 billing cycles or 60 days to stop seeing the billing. 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

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.

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]

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

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

Per the HSA contract, on page 3, under Customer Service section, HSA shall not be liable for a “Loss” unless notice is given to HSA prior to the expiration of your coverage and the reported “Operational Failure” is professionally diagnosed and the diagnosis is reported to HSA within 15 days after...

the expiration of your coverage, regardless of when the “Operational Failure” occurred.   Since HSA did not receive the diagnosis within 15 days of the expiration date, these claims are denied per the terms and conditions of the contract.

HSA apologizes for the custoemrs experience.  Their contract has since expired on 11/11/2015.  HSA as a service gesture will refund the $100.00 deductible that has been paid.  Thank you