Home Security of America, Inc.

Full system was approved for replacement and equipment was delivered to the service provider on 4/20/16.  Thank you

August 30, 2016
 
Ms. [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                       
RE:      [redacted] L. [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 August 26, 2016, advising of the
above referenced complaint.  The letter
has been forwarded to me for review and response.
 
HSA’s Accounting Department
converted into their new owner’s accounting system on March 29, 2016. Due to
this conversion any March payments collected prior to March 29, 2016 were
returned back to the plan holder’s payment source.  Ms. [redacted] disputed that her March 28, 2016
payment was returned to her and in order to resolve this matter HSA requested
that Ms. [redacted] provide us with a copy of her bank statement containing the
disputed charge.  HSA received Ms. [redacted]’s bank statement and HSA’s
Accounting Department verified that the $41.00 amount noted as reversed was
actually applied complete the full the premium payment for Ms. [redacted]’s
previous HSA plan coverage that expired on March 30, 2016. Therefore, the $41.00 was rightfully not
returned to Ms. [redacted]’s payment source.
 
As previously stated above
the accounting system converted on March 29, 2016.  This conversion required any HSA customer
that had been paying premiums through an automatic payment source to resubmit
this payment source information to HSA.  Ms.
[redacted] was advised by HSA to resubmit her payment source information on June 1,
2016, June 9, 2016 and June 24, 2016. Ms. [redacted] did not provide the needed
information and HSA cancelled the plan for non-payment on July 12, 2016.
 
Thank you for your
consideration.
 
Sincerely,
 
HOME SECURITY 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.  However, the person who wrote this letter was not the individual (David R.) who actually quoted me the cost for the blower, which we were just going to place, however they did have to totally remove the furnace to do so as was situated in a place where he could not even gain access to the blower, which he said was very hot and smoking to touch.  He was the one who said the only option due to this was to replace the furnace because of lack of access and place the door opening on the other side. My concern is if they were able to just replace the blower, then false information was given and you can have C&C fight it out with HSA.  HSA has 24 hour service and it is listed in their advertisement.  That is why for 10 years I have had this warranty.  They in no way cared nor wanted to help my family in below zero temperatures, the customer service agents were rude and I am prepared to fight legally as I have mentioned if need be.
Regards,
[redacted]

HSA is dispatching Complete Appliance (###-###-####) to come out to the home to diagnose the issue and HSA will waive the deductible for the homeowner as a service gesture.  Once HSA has the diagnosis from the vendor, HSA will contact the homeowner with status.

HSA will have a service provider contact the homeowner to evaluate the issue with the electrical modifications and report that information to HSA.

HSA has found a vendor to service the refrigerator and has been in contact with the homeowner.

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]

[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.  After weeks of more phone calls to HSA, I finally received my check for reimbursement today. Unfortunately, we received this company's home warranty when we purchased our home so we have another 6 months under contract with them. I pray nothing breaks in our home! I will continue to write reviews regarding their terrible service and attitude towards paying customers in need. 
Regards,
[redacted]

HSA has sent an email to the homeowner regarding the claim approval.  The homeowner would need to call HSA ###-###-#### to go over and approve some non-covered charges.

If the homeowner would like HSA to review the claim, they can have their technician call HSA at ###-###-#### to speak with an authorization associate to give HSA the diagnosis of the failure to the motor.  HSA would adjust to the affiliated vendor's pricing for the same repair on an...

approved claim.

HSA has listened to the call and the associate advised the customer of what the coverages are in the plumbing section of the contract and actually read in detail.  HSA stated they need to get a full diagnosis to determine coverage, and it would depend on how much the cost is with...

their vendor if it is something that HSA would pay or HSA would need a 2nd opinion.   HSA did not commit to approval on this claim at all during this call. HSA did state a couple times that they needed a full diagnosis for coverage.  The claim denial stands.

December 9, 2016   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          Andrew H[redacted], Revdex.com Case ID No.11857999; HSA Reference No. 190965792   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 authorized Proven Professional Construction Service, LLC to replace a faulty 50 gallon gas water heater with a new 50 gallon gas water heater.  The service contractor also reported additional charges for an expansion tank and code upgrades/modifications which are not covered according to the provisions of Section E-19.  In the alternative, Mr. H[redacted] was offered the option of a cash reimbursement in lieu of the covered water heater replacement.  Section D-2 of the HSA plan provides that replacement shall be with systems comparable in features, capacity and efficiency; HSA is not responsible for matching dimensions, color or brand. 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. Once a failure has been diagnosed, subsequent failures to the same system will be exempt from coverage unless and until proof of repair is submitted to HSA. Proof shall include, but is not limited to, receipts verifying repair and/or replacement.   The records indicate that Mr. H[redacted] accepted the cash reimbursement option.  Therefore, upon HSA’s receipt of a paid invoice documenting the replacement of the water heater, a check in the amount of $466.01 will be forwarded to Mr. H[redacted] according to the provisions of the plan.   Please be advised that Mr. H[redacted]’s allegations regarding the service contractor have been forwarded to HSA’s Contractor Relations Department for further review and any appropriate action deemed necessary.  Mr. H[redacted]’s cancellation request has been forwarded to HSA’s Cancellation Department for processing.  Mr. H[redacted] will receive correspondence directly from HSA’s Cancellation Department.  HSA does apologize for Mr. H[redacted]’s frustration regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   Lori N[redacted] Customer and Regulatory Claim Resolution Specialist

A supervisor will be contracting the homeowner for additional information

January 9, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:     ...

Wayne F C[redacted]; Revdex.com Complaint ID No. 11904804; HSA Reference No. [redacted]                         Dear [redacted]   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated January 3, 2017, advising of the above referenced complaint.  The letter has been forwarded to me for review and response.   I have reviewed HSA’s records regarding Mr. C[redacted]’s heat pump system.  On November 14, 2016, Mr. C[redacted] placed the service request and HSA dispatched Southern Comfort HVAC Inc. to diagnose the problem with the heat pump system.  The technician advised HSA that there might be poor air flow due to the ducting design to the home; however, no mechanical failure was found on the heat pump system on November 22, 2016.  Therefore, no repair was rightfully authorized under the HSA plan.   On December 30, 2016, Mr. C[redacted] advised HSA that he was still having a problem with the heat pump system.  Section D-3 of Mr. C[redacted]’s HSA plan provides that if service work performed under this contract should fail, then HSA will make the necessary repairs without an additional deductible for a period of 90 days on parts and 30 days on labor. Therefore, the service call completed on November 22, 2016 is outside of the 30 day service recall period under the HSA plan and a new service request with a new trade service call fee is rightfully due from Mr. C[redacted].   On December 30, 2016, HSA dispatched Southern Comfort HVAC Inc. to run the new service request.  HSA’s records indicate that Southern Comfort HVAC completed the repair of the heat pump system on January 7, 2017.  Therefore, it appears this matter has been resolved.                                       Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     Marcy Cody Customer & Regulatory Claim Resolution Specialist

HSA sincerely apologizes for any difficulties you've experienced due to the mistake. Our system shows that the install of the new unit has been completed. For your patience we may only offer you the refund of your deductible, and we are more than happy to do so.

December 8, 2016         Stacy [redacted] Revdex.com of Wisconsin [redacted]
[redacted]   RE:       John [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 the furnace issue.  On November 3, 2016, service was requested for the furnace and the request was dispatched to [redacted], [redacted] to diagnose the issue.  On November 10, 2016, [redacted] reported to HSA that the heat exchanger in the furnace had cracked and needed to be replaced.  HSA authorized the technician to replace the heat exchanger and the replacement part was ordered by the technician.  Section F-9 of the warranty plan provides that HSA is not liable for conditions beyond its control, including delays in obtaining parts.    A mistake was inadvertently made and [redacted] reported to HSA that there were some charges necessary for the replacement of the heat exchanger that are not covered by the warranty plan, in the amount of $695.  On November 21, 2016, [redacted] notified HSA of this mistake and that Mr. [redacted] would not owe any charges for the replacement of the heat exchanger.  [redacted] has reported to HSA that repairs the furnace have been completed.  If the customer experiences a further issue with the heating system, he should notify HSA so that the matter may be addressed.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       Kimberly [redacted]      [redacted] Fax: [redacted] Email: [redacted]

I apologize for our hold times, we are especially busy during a/c season, but reducing hold times is something we always work to improve. I see that [redacted] did replace the indoor part of your a/c system and I'm sure they'll be happy to rectify any issues that occurred after or from the install. The...

system shows you do have a recall for them to come back out and check the system again. Of course let us know if there's anything further that you need assistance with.

HSA apologizes for the customers experiences for the refrigerator claim.  HSA has refunded the customer a $75.00 deductible on 01/13/16 ck # 506339 due to some of the delays.  The unit the customer has is a GE French door stainless steel with bottom freezer.  HSA would like to send...

out a second opinion vendor to diagnose the current failure the customer is having and will waive the service call fee. The vendor [redacted]s  will be contacting the customer to schedule an appointment. The vendors number is ###-###-####. Thank you

After further review of the paid invoice, HSA is reimbursing the homeowner $310.00.  The $65 fee for cleaning of the coil is not a covered service.  The check will be mailed out tomorrow.

March 6, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 186353702   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.   On November 28, 2016, Ms. [redacted] placed a service request for a furnace that was not working and Budget HVAC was dispatched to diagnose any problems on an expedited basis.  Please be advised that HSA does allow a twenty-four (24) hour guideline to service expedited requests.  However, Ms. [redacted] cancelled the service request and hired an outside company to complete the furnace repairs.  Section D-2 of the HSA plan provides that HSA selected service contractors must be used on all claims.  If HSA cannot provide a contractor for you, HSA will approve the use of a contractor outside of its network.  Section D-1 provides that HSA will not reimburse for services performed without its prior approval.  Therefore, based on the terms of the plan, Ms. [redacted] reimbursement request for the unauthorized furnace repairs was denied.  However, in an attempt to amicably resolve this matter, even though not liable to do so, HSA will reimburse Ms. [redacted] one-half of the unauthorized repairs.  Ms. [redacted] can expect to receive a check from HSA in the amount of $267.25 in approximately 14-21 business days.  AHS denies any further liability with respect to this matter.    Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist