Home Security of America, Inc.

September 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]:
 
HSA is in receipt of your letter dated September 14, 2016,
enclosing additional correspondence from [redacted].
 
Again, HSA does apologize for [redacted]’s frustration regarding
this matter.  However, my previous
correspondence accurately and correctly stated HSA’ position regarding this
matter.  HSA’s position does remain
unchanged.  A service request was not
placed with HSA with respect to the refrigerator and/or microwave and HSA will
not reimburse [redacted] for the unauthorized replacements according to the
provisions of Section D-1 and D-2.  As
previously stated, upon HSA’s receipt of a paid invoice, a reimbursement in the
amount of $149.95 would be forwarded to [redacted] in lieu of the covered
cooktop repairs.  Therefore, [redacted]
can expect to receive a check from HSA in the amount of $149.95 in
approximately 14-21 business days.  HSA
also previously authorized the replacement of the dishwasher and [redacted] can
expect to receive a check from HSA in the amount of $449.99 in approximately
14-21 business days.  HSA denies any
further liability with respect to this matter and will be closing its file.
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
[redacted]
Customer and Regulatory Claim Resolution Specialist

The homeowner's contract does not cover installation modifications, permit fees and disposal fee, which came to $1101.70.   HSA approved the $1106.40 as a cash out amount as this is HSA's cost for standard labor, parts and pick up fee.  HSA needs a copy of the paid invoice to...

reimburse the homeowner.

[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]

HSA apologizes for the long hold times in our peak time. A supervisor has assigned an associate to contact the customer to obtain their service providers information.  Thank you.

January 12, 2017         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       Kerry Q[redacted] & Mary Q[redacted]; HSA Plan No. [redacted] Revdex.com Complaint Case No. 11921867   Dear Ms....

Juedes:   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 December 17, 2016, service was requested for the furnace and the request was dispatched to Temprite, Inc. to diagnose the issue.  On December 20, 2016, Kerry Q[redacted] and Mary Q[redacted] notified HSA that they had elected to have repairs completed by a company of their choosing.  Section D-1 of the warranty plan states that customers must notify HSA prior to repair or replacement.  This notification includes the requirement that HSA has the opportunity to speak with the service contractor prior to the implementation of any repairs.  Failure to do so may result in the denial of reimbursement for the expenses incurred by the customer.    On January 10, 2017, HSA received an invoice from the customers for the completed repair of the furnace.  In order to amicably resolve this matter, although not liable to do so, HSA has agreed to reimburse the customers’ cost of the repair with a deduction of the trade call fee in the amount of $75 that is rightfully due from customers for every trade call request.  Kerry Q[redacted] and Mary Q[redacted] will receive this reimbursement by check in approximately ten to fifteen days.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       Kimberly Tiffany      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 [redacted]
[redacted]

October 27, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       Lynda K[redacted]; HSA Plan No. [redacted]; Revdex.com Complaint Case No. 11775640   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.   I have reviewed HSA’s records with regard to the air conditioning issue.  On August 8, 2016, service was requested for the air conditioning system and the request was dispatched to AMA Air Corp. to diagnose the issue.  On August 10, 2016, AMA Air reported to AHS that the issue was the furnace, which had been disassembled.  As parts had been removed, the technician was not able to diagnose the issue.  Section A-1-B of the warranty plan states that HSA will provide home protection coverage for authorized repair or replacement of component parts mentioned as covered in accordance with the terms and conditions of the contract so long as the component parts are properly installed throughout the term of the contract for proper diagnosis.  Therefore, coverage to repair the furnace was denied.    A trade call fee is rightfully due from customers for every trade call request, in accordance with Section D-3 of the warranty plan.  AMA Air has confirmed that the trade call fee in the amount of $75 was paid by Ms. King.  The customer may disregard invoices received from HSA for this trade call fee.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       Kimberly T[redacted]      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 [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.   Note that I did file a complaint with both Wisconsin Insurance Commissioner and PA Attorney General's offices; I will update them to let them know this issue has been resolved satisfactorily. I greatly appreciate the Revdex.com's assistance in this [redacted]er.  
Regards,
[redacted]

The homeowner was contacted on 6/16/15 and a supervisor clarified the coverages and the claim was approved  to paid to the vendor in the amount of $810.  There were non-covered charges in the amount of $175 that the homeowner did approve.

HSA will have an associate call the vendor to get the diagnosis of the water heater failure and once they have received that information, they will contact the homeowner with status of the claim.

HSA apologizes for the customers claim experience.  An associate will reach out to the vendor for claim status and then contact the customer once they have had the opportunity to review everything regarding the claim.  Thank you

April 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. [redacted] HSA Reference No. [redacted]   Dear [redacted]:   HSA is in receipt of your letter dated March 30, 2017, enclosing additional correspondence from Mr. [redacted].   HSA does apologize for Mr. [redacted]’s frustration regarding this matter.  However, my previous correspondence dated March 28, 2017, accurately and correctly stated HSA’s position regarding this matter.  HSA’s position does remain unchanged.  Section F-9 states that HSA does not provide coverage for 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.  Therefore, HSA denies any liability with respect to any damages that may have been incurred and will not comply Mr. [redacted]’s compensation request.   Mr. [redacted]’s cancellation request has been forwarded to HSA’s Cancellation Department for processing according to the provisions of the plan.  Mr. [redacted] will receive correspondence directly from HSA’s Cancellation Department regarding the cancellation of his HSA plans.  Unfortunately, there is nothing further HSA will do with respect to this matter and we will be closing our file.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

March 8, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 194863322   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 after further review, HSA overturned the denial that was placed on the water heater and upon HSA’s receipt of a paid invoice documenting the replacement of the water heater, a check in the amount of $1,253.86 will be forwarded to Mr. and Mrs. [redacted] according to the provisions of Section D-2 of the HSA plan.  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

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 am not the original purchaser of my home; we purchased our home in January this year. There has been at least four prior homeowners since its construction in 1998.  I had the original mechanical contractor get with the original supplier to verify the manufacturer's warranty terms and conditions - which match those listed in the warranty terms and conditions from the back of my installation and maintenance manual for my Armstrong furnace (Model # [redacted], Serial # [redacted]):"The covered residential heating equipment's heat exchanger is warranted by Allied for a limited lifetime (standard 20-year limited warranty) from the date of original installation, except as provided below.""This warranty applies only to the original purchaser of the unit and cannot be transferred.  If during this period, a covered part fails because of of a defect in materials or workmanship under normal use and maintenance, allied will provide a free replacement part to the purchaser through Armstrong Air, AirEase, Ducane or Concord dealer or other licensed service contractor through an authorized Allied distributor.  The purchaser must pay shipping costs, including labor, of the warranty service." See attachment.The heat exchanger is not warranted through the manufacturer, as I insisted in our phone conversation yesterday, because I am not the original purchaser.  Even if I was the original homeowner, I would have still had to pay for the cost of shipping and labor.Your alleged contractor that said the heat exchanger was under manufacturerr’s warranty, clearly did not do his or her homework, and gave you a standard canned answer - which happens to be false.  But then again, I guess your alleged contractor can say anything, right? And its in your best interest to deny coverage.
Regards,
[redacted]

The homeowner wanted to use her own vendor and HSA reserves the right to adjust to the pricing to what their vendor would charge for the repair per the terms and conditions of the contract.  The homeowner was advised of what HSA would reimburse for the repair on 8/28/15.  HSA has cancelled the contract and is emailing a cancellation letter to be signed and returned to HSA.

HSA has received the customers invoice but has been unable to speak to the technician from the service company.  At this time HSA is unable to make any approvability on the claim with out speaking to the technician.  The service company may also have the technician call the vendor hotline...

at ###-###-#### to finalize the claim.  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.
The response from the business does not address the nature of the complaint. While I understand that there might be additional charges not covered under the warranty, my issue is with their contractor adding fraudulent charges under the guise of compliance with the law. The contractor they selected is not local to our area, and I contacted the county building department and two local companies all of whom confirmed that the charges were not mandated by state/local laws. This is a clear instance of a contractor trying to pad their pocket at the expense of an uneducated homeowner. Furthermore, the expansion tank they say we require is especially suspicious as we already have a free standing tank in place currently. This is my issue, not that we have to pay something. Also, their offer of $123 is nowhere near enough to pay for the replacement. Not to mention that I have 3 calls in to their company this week, and they have yet to return my phone call. All I am asking for is the $123 they offered, in addition I would like my $75 deductible returned so that I can apply that towards the labor. 
Regards,
Monica [redacted]

September 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]:
 
HSA is in receipt of your letter dated September 14, 2016,
enclosing additional correspondence from Ms. [redacted].
 
Again, HSA does apologize for Ms. [redacted]’ frustration regarding
this matter.  However, my previous
correspondence accurately and correctly stated HSA’s position regarding this
matter.  HSA’s position does remain
unchanged.  On July 24, 2016, Freedom
Heating, & Plumbing, LLC was dispatched to diagnose and repair any covered
problems with the air conditioning system and the furnace.  No further problems were reported to HSA
within the recall period.  Ms. [redacted]
cancelled the service request that was placed on September 6, 2016.  Unfortunately, Ms. [redacted] no longer has HSA
coverage as the plan expired on September 10, 2016.
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
[redacted]
Customer and Regulatory Claim Resolution Specialist

After review of the claim, HSA did not offer coverage as the failures occurred due to the ductwork has fallen off the supply and has broken on the other end due to it not being tied to the joists and no support causing it to fall.  HSA contract only covers for failures due to normal wear and...

tear.  The deductible applied to the claim and was payable to the service provider to cover the service call trade fee and would not be refunded.

September 14, 2016
 
Ms. [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           
RE:      [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No.
186950942,
                       
Dear Ms. [redacted]:
 
Home Security of America,
Inc. (“HSA”) is in receipt of your letter dated September 6, 2016, regarding the
above referenced complaint. 
 
Please be advised that Check
Number 22882780 in the amount of $331.71 was released by HSA on September 6,
2016 and mailed to Mr. [redacted]’s property address.
 
Thank you for your consideration.
 
Sincerely,
 
HOME SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer & Regulatory Claim Resolution
Specialist

As stated previously, HSA will cancel the warranty with a prorated refund.  The warranty was paid out of closing by the seller and HSA has accepted liability for this property during the contract period, so HSA will not refund the entire amount of the contract.  HSA approves homeowners using their own vendor in cases where there is not an affiliated vendor available.  The homeowner refused this option.