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. 185857782
 
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 a cash reimbursement in the amount of
$1,325.00 was sent to Ms. [redacted] on June 7, 2016, in lieu of the covered
repairs.  An additional reimbursement
check (#22890191) in the amount of $75.00 was sent to Ms. [redacted] on September
13, 2016, making for a total reimbursement in the amount of $1,400.00 for the
authorized repairs.  Per HSA’s previous
correspondence, HSA will not reimburse for any unauthorized repairs and no
further reimbursements will be made. 
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
[redacted]
Customer and Regulatory Claim Resolution Specialist

September 12, 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]...

[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 July 24, 2016, an automated service request was placed for an
air conditioning system and furnace, and Freedom Heating & Cooling was
dispatched to diagnose and repair any covered problems.  Section D-3 of the HSA plan states that if service
work performed under this contract should fail, then HSA will make the
necessary repairs without an additional trade call fee for a period of 90 days
on parts and 30 days on labor.
 
On September 6, 2016, a service request was placed for the air
conditioning system and Budget Air Conditioning, Heating, & Plumbing, LLC
was dispatched to diagnose and repair any covered problems found with the air
conditioning system.  The 30 day recall
period had expired and a $75.00 trade service call fee was due at the time of
service.  There were no parts replaced
with respect to the previous service request. 
It appears that Ms. [redacted] cancelled the service request.  Ms. [redacted]’ HSA plan expired on September 10,
2016.  HSA does apologize for Ms. [redacted]’
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.The initial service call was placed on 10/5 however the problem was not fixed that day.  We had to wait on a part which took a couple of weeks.  When I called to speak with the representative she acknowledged that I was in the window because the problem was not immediately fixed.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Julie [redacted]

HSA does apologize for the longer than usual hold times, but the $75 service call fee is due to the vendor.

Failure to the evaporator coil was due to it being oversized for the system, which would be improper install, but covered by the seven star upgrade in coverage. This was what the claim was authorized to replace and for that authorization we would be happy to reimburse what we would have paid our...

vendor. The system shows that on the claim you were authorized for, the cash in lieu was not processed, I have re-submitted this form for the amount to be worked up and offered to you. You should hear from this department within 10 days, if you don't feel free to call. It was not intentional that you would not receive this, I believe it was just being overlooked in the system due to the multiple vendors out after the initial visit and I apologize for this.

October 3, 2016
 
[redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 53214
 
RE:          Mary W[redacted], Revdex.com
Case ID No. 11692250; HSA Reference No. 1[redacted]
 
Dear [redacted]
 
HSA is in receipt of your letter dated September 26, 2016,
enclosing additional correspondence from Ms. W[redacted].
 
Per my previous letter dated September 13, 2016, HSA has
authorized the replacement of Ms. W[redacted]’s refrigerator.  HSA does not replace based on color.  As previously stated, the HSA plan states
that replacements shall be with systems comparable in features, capacity, and
efficiency; HSA is not responsible for matching dimensions, color, or brand.  Ms. W[redacted] will need to contact the Purchasing
Department directly at 1-800-326-6710 (option 3) for any further assistance
regarding the replacement of her refrigerator.
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
Lori N[redacted]
Customer and Regulatory Claim Resolution Specialist

May 18, 2017         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] & [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 air conditioning issue.  On April 10, 2017, service was requested for one of the air conditioning systems in the home and the request was dispatched to Sierra Mechanical Service, Inc. to diagnose the issue.  On April 11, 2017, service was requested for two additional air conditioning systems and the request was also dispatched to Sierra Mechanical Service to diagnose the issues.  On April 17, 2017, Sierra Mechanical reported to HSA that the condensing units of all three air conditioning systems were cooling properly but that they had been damaged by a force other than normal wear and tear.  Section A-1-C 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 that fail due to operational failure.  HSA will cover loss so long as the component parts become inoperative due to normal wear and tear.  Based on the terms of the warranty plan and the diagnosis provided to HSA by Sierra Mechanical, coverage to repair the air conditioning systems was denied.    As Mr. and Mrs. [redacted] are disputing the diagnosis provided to HSA by Sierra Mechanical, HSA has dispatched a service request to NPM Heating & Cooling, L.L.C. to diagnose all three air conditioning systems and provide a second opinion.  When HSA has received information from NPM Heating regarding the air conditioning systems, the customers will be notified of HSA’s position.    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]

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 just had a phone call from the plumbing company that would do the second opinion.   They told me that if they came out and checked the "new no name garbage disposal" that was installed and it worked - that would be the end of their opinion.   They wouldn't be able to UPGRADE the unit to a Badger garbage disposal.  I told them that the Badger would be quite an upgrade compared to the unit that was installed.There doesn't seem to be any middle ground with the HSA Warranty company.  It's their way only.   They don't have to go by what their contract states they will do.  The only way to help other people avoid this kind of unhappy ending is to make sure the word gets out about how they replace your premium appliances with something that was built  in some third world country.  Our home warranty ends 1/5/16 and we're guessing the garbage disposal they had installed might last that long, but don't bet on it.  Please tell people to check out the warranty company they plan to purchase with the Revdex.com.  They will see which ones to avoid and  HSA is one of them.   Our realtor chose HSA without consulting us, so you know he won't be used again.
Regards,
[redacted]

As stated previously, HSA contact the homeowner's vendor and they stated that they only provided a quote for a new a/c unit.  If they have a diagnosis, they would need to call HSA to speak to an authorization associate to provide what was failing and why the unit needed to be replaced.  This is the only way HSA can determine coverage per the terms and conditions of the contract.

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 correspondence dated December 8, 2016, to Revdex.com of
Wisconsin accurately stated the information in HSA's records. [redacted]
has reported to HSA that the replacement heat exchanger is available to be
installed. They have further reported that their offce was discussing
additional options with you, as you expressed interest in replacing the furnace
on a retail basis, but that they have not received your decision. You may
contact [redacted] at ###-###-#### to discuss the issue further and notify
the company of your decision regarding having the replacement heat exchanger
installed or replacing the furnace. If you have questions regarding the process
to upgrade to a furnace replacement, please notify me. Thank you for your
consideration.

I apologize for your negative experience. In our system it shows that you did end up having a 2nd opinion out and that you were approved for the replacement of your full A/C system. The electrician was reported for that behavior as the statement was simply not true. We actually approve 70%-80% of...

our claims. In regards to the a/c tech that may have done the replacement, he did make us aware you were considering upgrade options beyond the coverage of the warranty and this is where those out of pocket cost would have come from that he was mentioning to you.

An associate has contacted the vendor and the homeowner will her direct extension and email address for both parties.  This occurred on 9/29/15 at 11:07 am.  HSA cannot proceed with the claim until they receive that information from the vendor.

[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.  Update:  we have received the check from HSA.  We aren't completely satisfied, since this check won't be enough to actually replace the evaporator coil.  However since we're wanting to resolve this complaint and move on, we will accept the business response.
Regards,
[redacted]

Answers to the homeowner's questions: 1) The contract states that HSA will replace with 13 SEER or 7.7 HSPF equipment, 2) The delay came from HSA trying obtain leak search results from the vendor to determine coverage and once coverage was determined, HSA needed a break down of the pricing for the...

full system replacement per the terms and conditions of the contract, 3) With the current specifications of 13 SEER efficiency, there is no guarantee the evaporator coil will ever exactly match without any modifications to the existing furnace, 4 & 5) The condensing unit was not failing and HSA does not approve to replace a component part that is not failing.  Vendors are always welcome to make recommendations for full system replacement, but the vendor also stated that the evaporator coil would function properly with the current condensing unit that is present, and 6) The price that HSA approved was for the service call, leak search and parts and labor for the evaporator coil, which was the only approvable component part failing.

The failure was with the generator and is not covered under the warranty.  HSA considers this matter closed.

[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.  I have spoken with [redacted] and am awaiting a call to set up appointment now.
Regards,
[redacted]

The reimbursement check was mailed out on 8/31/15 in the amount of $5000.00.

November 18, 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 November 14, 2016, enclosing additional correspondence from Ms. [redacted].   The computer records indicate that HSA’s Purchasing Department contacted Ms. [redacted] directly on November 17th, and that Ms. [redacted] accepted the cash reimbursement that was offered to her.  Upon HSA’s receipt of Ms. [redacted]’s paid invoice documenting the replacement of the refrigerator, the reimbursement check will be forwarded to her.  Therefore, it appears that this matter is being resolved and HSA will be closing its file.  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

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,
John [redacted]

Since our vendors available in the homeowner's area were unresponsive to getting out within the confines of [redacted]'s availability we've provided permission for him to use his own service company. I have reached out to [redacted] to see if I can get the contact info for the service company he had out to...

diagnose the failure again. I left a voicemail and provided my direct phone number for him to contact me back with this info.