Home Security of America, Inc.

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.

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

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

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

[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.SA has paid this claim, waiting on check to clear my bank.Thank you for your help on this matter.  It would seem that this company has a reputation of not paying claims for HVAC systems.  My experience with them over the last year has not been pleasant for each of the hand full of calls we have made.  We requested a home warranty when we purchased this home due to the age of the HVAC and hot water heater.  I will put the monthly payment in a savings account from here on out, as in my experience these policy are not worth the headache. It is because of your assistance that they honored their contract, so we are grateful for your help.
Regards,
[redacted]

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

[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]

HSA would like the service provider that repaired the outlet to call them at ###-###-#### to report their findings, so HSA can review the claim.

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.
There is action required on my part now and I wanted to verify before I take action. While refunding us the deductible is appreciated, since they did hire an unreliable contractor for us, it doesn’t solve the original issue of being without a stove for going on 7 weeks now. If I accept this response, does it close the claim?I also have an update. I did call today. After being transferred to their “options” dept. the person told me they couldn’t help me and I needed to be transferred back. After speaking with a Peggy in the Authorization dept. (who was literally the only professional and nice person I’ve spoken to in 7 weeks), she finally took down the specs (after speaking with a supervisor, which I had been told numerous times before I couldn’t speak to) of our current range so they can look into ordering a new one. While it’s not complete yet, at least this is the next step. When the stove is replaced or fixed, that’s when my complaint will be resolved.
Regards,
[redacted]

HSA called the homeowner on 6/29/15 and left a message with direct extension to the supervisor calling and have not heard back from the homeowner.  HSA will attempt to call the homeowner again.

[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.]
Better...

Business Bureau:
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.No one from HSA or the [redacted] Company has contacted me.   They keep passing the buck between each other when I try to reach out to them . This is a primary living space for my children, and the heating/cooling unit in question needs replaced soon--- the weather is changing.    
Regards,
[redacted]

August 31, 2016         [redacted]...

[redacted]   RE:       Glenn and Margaret [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 heat pump issue.  On April 4, 2016, HSA reimbursed to Mr. and Mrs. [redacted] the amount of $277 for the replacement of the blower motor.  This amount reflects the cost of the blower motor replacement that was covered by the warranty plan in the amount of $352, with a deduction of the $75 trade call fee.  Section D-3 of the enclosed warranty plan provides that the customer is obligated to pay the trade call fee for each separate trade call.    As the customers have indicated that they have not received this reimbursement, it will be reissued to Mr. and Mrs. [redacted].  The customers will receive this reimbursement by check in approximately ten to fifteen days.   Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      [redacted]

The homeowner was advised that HSA would refund the deductible with a paid receipt, however the HSA contract does not cover loss of food.  HSA confirmed with the vendor that the repairs have been completed on 8/21/15.

HSA would need a copy of the paid receipt to reimburse the homeowner and that can be faxed to ###-###-#### or emailed to [redacted].  HSA would reimburse up to $1125.00 for the approved replacement of the evaporator coil.  HSA would not approve the full system replacement...

as the only component part failing was the evaporator coil.

[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 delays in the claim process.  HSA has obtained the diagnosis from the customers service provider.  However, HSA was informed that this service provider does not do the installs and would need to speak to the install company.  HSA has made numerous attempts to...

obtain pricing from [redacted] ###-###-####.  If the customer is able to attach a PDF formatted copy of a quote and or an estimate for further review of pricing breakdown of services that are being requested of the installer HSA will have a Supervisor review for potential coverage.  Thank you

I regret to inform you that the associates you previously spoke to have advised you correctly, we will not reimburse you for work you chose to get completed outside of the warranty. Our records show that our company did try to contact you on Memorial Day to schedule for service the following day....

Your situation as you described it would have qualified for standard service which is for service during a vendor's normal business hours Monday through Friday and non-holidays. As previously explained this is the excerpt of your warranty contract that states you must allow HSA to provide for a vendor to come out; "2. You shall take every precaution to protect the property giving rise to the “Operational Failure” until the necessary repair or replacement isauthorized by HSA and made. Repair or replacement shall be performed within forty-eight (48) hours, under normal circumstances, of an approvedclaim by a service contractor chosen by HSA, unless a service contractor of your choice is approved by HSA when you report the malfunction or“Operational Failure” by telephone. HSA selected service contractors must be used on all claims."

We have researched the statement that the homeowner has made regarding the reimbursement, the check sent to the homeowner for the garage door was signed by [redacted] and cashed on 3/16/2016. The homeowner will also be mailed a copy of the cashed check for their own verification purposes. To Revdex.com- HSA Considers this matter closed.

HSA apologizes for the customers experience on the dishwasher claim.  AS of 01/22/16 the claim has been approved for the repairs on the dishwasher.  Thank you.