Home Security of America, Inc.

Per the contract, HSA is not responsible for moving obstructions including, but not limited to, built-in appliances, systems, cabinets, tile and floor coverings or pulling and resetting a sink, shower or bathtub to access a failure.  The removal of the sink, if needed, would be the homeowner's responsibility.

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.My husband and I called HSA five times using two different phones and each time we were on hold for 10 to 15 minutes then got disconnected. It was impossible to contact HSA so we were not able to report the broken fridge. When we contacted them about the dish washer and the oven/burners, they told us that they would call back and let us know how the pre-authorization goes and we had never heard back from them until they responded to Revdex.com. Our family was not able to carry out our normal life with the broken appliances so we had to have them replaced. I have attached the images of the purchased appliances and we would like them to reimburse all 4 appliances since we had to replace them when they were still covered by HSA insurance. Please let us know if you need anythings from us. Thank you for helping us resolving 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. 
Regards,
Angela [redacted]

August 29, 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. [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.
 
I have reviewed HSA’s records regarding Ms. [redacted]’s
stoppage claim.  On August 24, 2016, Mr.
[redacted] placed the service request and HSA was unable to immediately
locate a HSA authorized service contractor to run the stoppage call.  On August 26, 2016, Ms. [redacted]
advised HSA that she had the service completed outside of the HSA plan.  Section D-1 of Ms. [redacted]’s HSA
plan states that when
service is needed due to an operational failure, including emergency
situations, the plan holder is to telephone HSA at ###-###-####, twenty-four
(24) hours per day, and seven (7) days per week. This call may be recorded
and/or monitored for quality assurance purposes. This telephone contact shall
initiate the service process without the requirement of a claim form or service
application. This notification includes the requirement that HSA have the
opportunity to speak with the service contractor prior to the implementation of
any repairs. Failure to do so may result in our denial of reimbursement for the
expenses the plan holder incurred. 
Therefore, HSA is rightfully not responsible or liable of the cost
incurred by Ms. [redacted] to repair the stoppage outside of the HSA plan.
 
However, in order to
fully and fairly review this matter HSA is willing to review Ms.
[redacted]’s invoice for the stoppage repair.  The invoice will need to include a detailed
diagnosis for the cause of the failure and cost breakdown for the parts and
labor needed to repair the stoppage.  Ms.
[redacted] may forward a copy of the invoice to my attention at the
email address [redacted]
or the mailing address P.O. Box 727, Carroll, Iowa 51401.  Please advise Ms. [redacted] to black
out any confidential information such as credit card or bank routing numbers on
the requested invoice. Once I receive and review the invoice I will advise you
of HSA’s position regarding the stoppage claim. 
HSA will await the invoice.
 
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer
& 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.
No service provider showed up on 7/15/15 to diagnose the system.  With our house an unlivable 100 degrees and no action forthcoming from HSA or their pre-approved service providers, my family went with a provider of choice (which had previously been approved).  This contractor was able to resolve the problem in 2 days.We provided invoices to [redacted] of HSA documenting this work and the outside diagnoses.  So far we have not received any information on reimbursement despite multiple followup calls and emails.  By all appearances, HSA is just hoping we'll go away.Regards,
[redacted]

HSA would like to assist the homeowner, however HSA needs the address of the warranted property.   HSA cannot locate the contract with the information given by 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.
This had not been resolved.  I have heard nothing from HSA. Please do not close this issue
Regards,
[redacted]

September 16, 2016
 
[redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           ...


RE:      Richard [redacted]
B[redacted]; Revdex.com Complaint ID No. 11700503; HSA Reference No. [redacted]
                       
Dear [redacted]
 
Home Security of America, Inc. (“HSA”) is in receipt of your
letter dated September 8, 2016, 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. B[redacted]’s
microwave claim.  On August 21, 2016, Mr.
B[redacted] placed the service request and on August 23, 2016, HSA dispatched Sears
to diagnose the problem with the microwave. 
HSA’s records indicate that the service appointment was scheduled for
August 23, 2016.
However, on August 24, 2016, Mr. B[redacted] advised HSA that
Sears missed the scheduled appointment.  HSA
followed up with Sears and the service appointment was rescheduled for September
8, 2016.
 
HSA was unable to locate another HSA service contractor run
the microwave call sooner and on August 30, 2016, HSA offered Mr. B[redacted] the
opportunity to locate the licensed and insured service contractor of his
choosing to run the call.  When using a
service contractor outside of the HSA plan HSA requires that that the
technician report the detailed diagnosis and cost breakdown to HSA before
performing the service.  HSA would then
reimburse the plan holder the approved repair cost less the trade service call
fee upon receipt of the paid invoice. 
Mr. B[redacted] chose to proceed with Sears.
 
However, Sears again missed the scheduled service
appointment and rescheduled with Mr. B[redacted] for September 26, 2016. 
 
In order to resolve this matter I am willing to review an
invoice from the licensed and insured service contractor of Mr. B[redacted]’s
choosing.  The invoice will need to
provide the detailed diagnosis for the cause of the failure and cost breakdown
to repair the microwave.  Mr. B[redacted] may
forward a copy of the invoice to my attention at the email address [redacted] or the
mailing address P.O. Box 727, Carroll, Iowa 51401.  HSA is willing to reimburse up to $200.00 for
the diagnosis and will advise of further coverage upon review of the detailed
invoice.  HSA will await the invoice.
 
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
Marcy
C[redacted]
Customer
& Regulatory Claim Resolution Specialist

HSA apologizes for the long hold times in our peak time.  The claim has been approved and reimbursement was paid out on 02-10-16 for $ 1089.28 for the refrigerator 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.It is completely false for HSA to state that I have accepted a CIL offer in this matter.  The recommended action by their AC company was to replace the AC Unit.  This action was needed and confirmed by an independent AC company at my expense.  However, their CIL offer was made only on one part that they decided not to order.  Following the CIL offer and a second call stating an excessive level of non-covered costs associated with having their AC company do the work, we felt there was not a good faith effort on their part to resolve this and sought legal advice.  Our lawyer sent a demand letter on 6/3/16 via fax and overnight delivery and mailed a copy on 6/7/16 directly to their legal department.  She also has made several calls.  As far as I know, they have failed to respond to her or to us since then. 
Regards,
[redacted]

You were informed on 8/3/2016 that you will only be reimbursed the $100 for the service fee and that will stand. We do not offer compensation for your time spent to be there for the tech to repair your water heater. We did however offer you the $100 because you were inconvenienced for the missed appointment by the tech. I sincerely apologize but this is all you will be offered.

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

[redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 209243712   Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated June 6, 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. [redacted]’s air conditioning claim.  On May 19, 2017, Mr. [redacted] placed the service request and HSA dispatched [redacted] Heating and A/C LLC to diagnose the problem with the air conditioning system. HSA made multiple attempts to retrieve the diagnosis from [redacted] Heating and A/C LLC.  On June 5, 2017, the technician reported to HSA that the compressor seized due to normal wear and tear.  The technician recommended the replacement of the condenser and evaporator coil but would not confirm the type of compressor that was in the air conditioning system.  In order to resolve the matter HSA chose to have a second opinion completed on the air conditioning system.   Section D-2 of Mr. [redacted]’s HSA plan provides that HSA reserves the right to obtain additional opinions at our expense. Therefore, HSA rightfully dispatched Quality Climate & AC Inc. to run a second opinion service request on the air conditioning system.   Once the second opinion service request has been completed and Quality Climate and AC Inc has reported their findings HSA will advise Mr. [redacted] of our position regarding the air conditioning claim.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

HSA apologizes for the customers experience and the long hold times during our peak times.  HSA is open 24/7 to assist the customers needs.  For emergencies the customer would need to call our ###-###-#### and for non emergencies, the customer may file a claim on line. Thank you

June 2, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:     ...

[redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 208016342   Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated May 26, 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 Ms. [redacted]’ heat pump claim.  On April 17, 2017, Ms. [redacted] placed the service request and HSA dispatched Ecco Tec Home Services to diagnose the problem with the heat pump system.  The technician replaced the shrader valve and recharged the system with ten pounds of refrigerant on April 26, 2017.   On May 11, 2017, Ms. [redacted] advised HSA that she was still having a problem with the heat pump system and HSA dispatched Ecco Tec Home Services to run the service recall.  On May 18, 2017, the technician reported to HSA that the compressor failed due to normal wear and tear. HSA authorized the replacement of the compressor. HSA’s records show that the installation was completed by Ecco Tec Home Services on May 26, 2017.   In order for the technician with Ecco Tec Home Services to complete the installation of the new compressor based on the terms of the HSA plan Ms. [redacted] was advised that she would be responsible for the cost to modify the copper line, modify the electrical components, install the filter dryer and dispose of the old compressor.  Section F-4 of Ms. [redacted]’ HSA plan provides that coverage does not apply for modification charges.  Section F-13 of Ms. [redacted]’ HSA plan provides that the plan holder may be charged an additional fee by the service contractor to dispose of an old appliance, system or component.  Therefore, HSA is rightfully not responsible or liable for the additional cost of $850.00 with respect to the installation of the new compressor and no reimbursement will be provided by HSA.   In light of Ms. [redacted]’ frustration HSA has waived the $75.00 trade service call fee she paid to Ecco Tec Home Services.  Ms. [redacted] will receive the $75.00 trade service call fee refund check in the amount of $75.00 in approximately four weeks.    Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

HSA apologizes for the long hold times and a different vendor has been dispatched for the homeowner.  The homeowner was contacted with the vendor information on 10/1/15.

Unfortunately we will not be reimbursing you for the work you had completed on the boiler, you were advised that the unit was under manufacturer warranty as it was a 4 year old unit with a known defect to the system. You were responsible for contacting the manufacturer and having one of their provided vendors look at the system to repair or replace it. Your documentation does not show any record of working with the manufacturer. It appears as if you chose to void the manufacturer warranty and pay out of pocket to have the repairs completed on your own accord. If these circumstances are in fact correct and you can not prove otherwise, you will not be reimbursed. Although, we did reimburse you the service fee as a gesture for the confusion with the vendors.

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] I have discussed this matter with HSA for hours on the phone to attempt to resolve this. All of my contact with them involves me reaching out to them and spending over 45min on the phone to get a "next step". I had Sears come to my home on Oct 2oth. Dave the technician recommended replacement of my dishwasher and verbally reported he would forward this information onto HSA. I am on the phone now as 6 days later, sears has not contacted HSA and when the HSA phone rep called he wished to send a "second opinion" to my home again. This is not what he said to me in person and he was my second opinion. I have spent countless hours with these technicians at my home to not resolve this issue. I have not had a working dishwasher since the spring and my refrigerator continues to freeze my groceries. Unfortunately, I have had to take a large amount of time away from my job. The person on the phone is now recommended a third reviewer to come to my home. I can't continue this.

Per the terms and conditions of the contract, there is a $1500 aggregate for seller's HVAC.  The homeowner only has $280.88 left that can be used for any future HVAC claims during the contract period, which expires on 10/16/15.

**SEE ATTACHED DOCUMENT**

After review of the customers heating claims HSA did deny coverage for the failure with the heat exchanger.  The customers unit is a Carrier and the failure with the secondary heat exchanger is under a class action law suit due to manufacturers defected parts.  The customer would need to...

contact Carrier at 1 -800 - Carrier for further assistance of what Carrier can offer the customer for resolution.  Typically dud to certain models Carrier offers the customer a replacement model that they would have to purchase and then pay for the furnace and labor to install the new unit.  The customer did have another failure with the unit, a draft induce motor that had failed due to normal wear and tear and HSA did approve for that repair but since the heat exchanger is non replaceable and the entire unit would need to be replaced, the customer may use the allowable approved amount to be reimbursed against the purchase of a new furnace thru Carrier.
HSA would need a copy of a paid receipt submitted to HSA in a PDF format in order to process refund in the amount of $ 418.00. Thank you.