Home Security of America, Inc.

The customer had filed a claim indicating they had an issue with their drain lines.  The technician reported to HSA that the heating system had a condensate drain line that went into the concrete slab. The customer had a humidifier installed and a clear tube went into the heating system...

condensate drain line into the ground.  This cause of failure is due to improper installation of the humidifier tubing.  The contract does not cover for these types of issues but only failures due to normal wear and tear. HSA is unable to assist for any coverage at this time.  Thank you.

September 16, 2016
 
[redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 53214
 
RE:          [redacted] &
[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 authorized the replacement of Mr. and Mrs. [redacted]’s
dishwasher.  Section D-2 of the HSA plan
provides that replacements shall be with systems comparable in features,
capacity, and efficiency; HSA is not responsible for matching dimensions,
color, or brand.  Section F-9 states that
secondary damage, consequential damage or any damage caused by or resulting
from the failure or malfunction of covered or non-covered “Component Parts”.
Any damage resulting from the actual repair or replacement itself. Conditions
beyond our control including delays in obtaining parts, relocation of equipment
or labor difficulties including, but not limited to, additional costs
associated with repair or replacement of a covered mechanical system due to
space restrictions or location of the covered equipment. Any damage alleged to
be caused directly or indirectly by the services or the timeliness of the
services provided by us.   Section F-12
provides that cosmetic repairs and non-operational failures including, but not
limited to, finishes, cabinetry, panels, trim, buttons, chipping, dents, or
scratches are not covered.  HSA denies
any liability with respect to any damages Mr. and Mrs. [redacted] have incurred.  HSA does apologize for Mr. and Mrs. [redacted]’s
frustration regarding this matter.
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
[redacted]
Customer and Regulatory Claim Resolution Specialist

December 12, 2016         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No. 11 [redacted]6; 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.   In accordance with my correspondence to [redacted] dated December 8, 2016, HSA has reviewed the invoice provided by the customer for the replacement of the thermostat and has agreed to reimburse the customer in the amount of $323.81 for this repair.  The customer will receive this reimbursement by check in approximately seven to ten days.    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: ###-###-#### Email: [email protected]

I apologize for the long hold times, we try to reduce these as much as possible during our peak season of claims being reported. In addition, the deductible will be refunded to you as the tech/vendor created undue delay by not reporting the diagnosis in a timely manner.

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'm not sure how to respond.  I stated already that the matter was not resolved.  They paid the deductible owed but not the portion of the bill they were responsible for. What are my next steps? This is several hundred dollars.  Thanks for your help.
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.This is the first time that they have talked about a maximum coverage of 1500.00 and even then they haven't covered that value. They refunded me 75.00 which is obviously way below their coverage limit. I have called multiple times and every time the associate has hung up after telling them about  my situation. I have faxed over all the invoices to HSA from the licensed professional HSA recommended to me. Attached is the copies of the invoices received from two of the professionalsRegards,[redacted]

Better Business...

Bureau:
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.]HSA was contacted August 2014 when the system was not able to cool the home. At that time a vendor, [redacted], was called out and found the system had no Freon. Freon was added to the system, however, no additional inspection was done to understand why the system had no Freon.Summer 2015 and the system again cannot cool the home and is found without Freon. The original inspection this year was of both inside and outside, and HSA has already been made aware of this based on my prior conversations with them (at which time they were supposed to contact vendor and discuss the wiring issue).  HSA was also made aware that there were sparks coming from the unit.  Just like in August 2014, HSA is not concerned with the total repair.  They want to replace the evaporator coil in the furnace, which has the leak.  This is only part of the problem.  It is unacceptable to not fix the entire situation.  The fact that the wiring was fried indicates that there is a potential problem with the compressor.   Owner is requesting repairs be made to the entire unit.  Owner is focused on total repair - making sure it does not leak, all wiring is correct and total unit functions appropriately.  This is HSA's second chance to fix the same problem  It is unacceptable to only focus on one aspect.  Had HSA been concerned about the total units functionality, this issue would have been fixed last year, and I would have spent the last 6 weeks enjoying AC.The fact that the system has run low on Freon it causes the compressor to run harder.   The compressor heats up and puts metal into the compressor line.  If this has happened the whole unit needs to be flushed and that assumes that the compressor is even any good.  The compressor will need to be tested and if it does not work right, it will need to be replaced.  otherwise you will run the risk of sending pieces of metal through the compressor line and potentially ruining the new coil if this has happened.  Since the compressor is sealed, we will not know this answer until Wednesday.  If it does not produce enough pressure at that time, the compressor will need replaced.  Owner requests:1.  All phone communication needs to be conducted with my fiancé, [redacted] at ###-###-####.  She is listed as a contact for both HSA and [redacted] (vendor).  [redacted] and a private third party representative (Jim) will be present at the home for observation, problem solving and real time resolution management during [redacted]'s Wednesday appointment.  Home owner is requesting [redacted] or another A rated Revdex.com company to be present on site to validate work.2.  The following issues need to be addressed, including but not limited to: replacing the coil,  inspection of the wiring and discussion with Jim on the wire's condition, inspection of the capacitor/relay, filter put into the compressor line to reduce metal from reaching and potentially damaging the coil, tests of the system to verify the compressors functionality, and observation of the system holistically to ensure functionality throughout.3.  Vendor must contact HSA with [redacted] and Jim present after repair and assessment to discuss any further repairs.  Any additional repairs required must be approved by HSA during that phone call.  Request for a specific representative to be made available to home owner to ensure this issue is expedited.
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]
 
 On 4 June 2015 I received a called from your associate stating they needed 800 dollars from me to proceed with the work.I require a detailed itemized statement of work. To include cost of labor. No consideration for payment will be made without me receiving a detailed itemized scope of work. I want a detailed reason as to the modification to my system. I will not consent to any modifications unless it is required by the manufacturer. This is my property and I do not give consent to any modification without my approval. again, I am requesting a detailed itemized quote of scope of work. What portion is HSA covering? [redacted]

As previously stated all failures are unrelated to each other and the claim has been approved for repairs.  As a service gesture HSA would like to refund the customer back their $ 75.00 deductible. This will be payable on 01/19/2016.  Thank you.

The claim was denied due to the pipe was corroded shut and could not be routed.  Per the terms and conditions of the contract, HSA does not cover to cut out the pipe where the clog is and replace the line.  The contract states, under Interior Plumbing : COVERED: leaks and breaks of...

water supply lines, gas lines, drain and waste lines, polybutylene piping;?? drain line routing with rotary machinery ???(excludes camera diagnosis and hydro-jetting to clear the line) through an accessible cleanout, ptrap,? drain or overflow access points; pressure regulators, wax ring seals; toilet fixture and water tank (replaced with builder’s standard as necessary); parts within the toilet tank, in-line shut-off valves, risers leading into: sinks, tubs and toilet.  Since the water line could not be routed to clear the pipe and the pipe that was corroded shut had to be cut out, the claim is denied.??????????

HSA apologizes for the inconvenience the homeowner experienced. The technician's time trying to locate a cleanout, installing a cleanout and camaraing are not covered under the contract as stated on page 5, under  Interior Plumbing: NOT COVERED: ejector/lift pumps; hose bibbs, faucets, shower...

heads and their respective assemblies including valves for shower/tub diverter, trip levers, tub stopper assembly and sink pop-up assembly; basket strainers, shower base pans, shower enclosures or doors, sinks, tubs, drain tile/French drains, sprinkler systems; water well or septic systems and components; water softener, water filter/purifier, bidets, failures due to salt, mineral beds or deposits; caulking, grouting, or tiles; lines or parts lying within an unheated area; drain line stoppages caused by roots; HSA is not responsible for installing a clean-out or pulling/re-setting a toilet to access a drain line stoppage; routing through roof vents is not covered.  HSA has approved the drain line routing in the amount of $205.50 and the reimbursement check will be mailed out tomorrow.  HSA also waived the $75 deductible.

HSA is not able to offer any coverage on the ductwork failures. The failures were reported by a non affiliated HSA vendor to not be a normal wear and tear failure.  HSA considers this matter closed.
Thank you

I never heard back after submitting this. Please let me know the status of your review.TomFrom: Thomas [redacted] <f[redacted]>To: "[redacted]" <[redacted]>; Stacy [redacted] <[redacted]> Sent: Friday, February 3, 2017 3:26 PMSubject: Claim reviewKimberly [redacted],Please see attached invoice for repair to water valve that ARS repaired. Regards,Tom [redacted]From Revdex.com Correspondance:RE:       Tom & Mechelle [redacted]; HSA Plan No. [redacted]; Revdex.com Complaint Case No. 1[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.  In order to amicably resolve this matter, although not liable to do so, HSA agrees to review an invoice for the repair of the shut off valve completed at the customers’ request.  The requested information may be forwarded to me by email at [redacted] or by facsimile at 901-597-0430.  When I have received and reviewed the requested information, I will further advise the customers of HSA’s position.    Thank you for your consideration. Sincerely, HOME SECURITY OF AMERICA, INC.  Kimberly [redacted]     Customer and Regulatory Claim Resolution Specialist

HSA apologizes for the long hold time the homeowner experienced.  On 8/26/15, the homeowner chose the cash out option on both claims.  HSA would need a copy of the paid receipts to process the reimbursement.  The receipts can be faxed to ###-###-#### or emailed to...

[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 emailed all receipts on two different occasions to the managers. They do have the receipts this is another delay tactic that they have employed from the beginning of the process I have called and emailed MULTIPLE times about this and can't even get a return phone call for them to act like this is the issue is disingenuous. [redacted]
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

The licensed technician stated that there is something lodged in the toilet and cannot get a snake through the trap.  This is not a normal wear and tear failure and the claim is denied.  If the homeowner would like to have his own second opinion vendor come out to the home and submit her diagnosis to HSA, HSA will review the claim.

[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 accurate, but in no way, shape, or form due to HSA's efforts.  I called and spoke with two vendors that day -- the one receiving the equipment and the other installing the equipment.  I called the first vendor to find out the status of the equipment.  When I was told the equipment was in I called and spoke to the dispatched vendor.  I let them know the equipment was in and that I would pay additional OT fees to have installed asap.  The vendor went out of their way to make it happen, and I'm gratefully appreciative.  But, the issue still lies with HSA -- long hold times, and not communicating back in a timely manner.  Not when your AC is out in the middle of summer.  
Regards,
 
[redacted]

HSA is reconfirming with the HSA vendor on this diagnosis. However if the homeowner would like to attach the findings of their second opinion vendor, HSA will review.  As far as cancelling the contract, it is non-cancellable in the state of Ohio.

May 5, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 206542262   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.   Mr. [redacted]’s HSA plan provides septic system coverage and on April 3, 2017 a service request was placed.  Danny’s Septic Service, Inc. was dispatched to diagnose and repair any covered problems with the septic system.  The service contractor reported to HSA that there were no mechanical failures found with the septic system and that the tank was full and needed to be pumped.  Section E-8 of the HSA plan specifically states that septic tank pumping is not covered.  Therefore, based on the terms of the plan, the claim was denied.  HSA will not reimburse Mr. [redacted] for any non-covered charges.  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

April 4, 2017         [redacted] Revdex.com of Wisconsin 10019 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.   HSA apologizes for the frustration the customers have experienced.  I have reviewed HSA’s records with regard to the oven issue.  Mr. and Mrs. [redacted]’s account will be corrected and the trade call fee that has been flagged past due for the oven request will be removed, as HSA has confirmed that this trade call fee was paid by the customers.   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: ###-###-#### Email: [email protected]