Home Security of America, Inc.

The vendor advised HSA that the rollers are worn out and throwing the drum off balance as it is not sitting correctly causing the glides to be sheared off.  As stated on page 4 of the contract under Appliances: NOT COVERED: ice makers/beverage dispensers and their respective equipment;...

condensate line clearing, any failures to the door other than appliance controls located within the door; clocks, knobs, handles, dials, springs, hinges, tubs, liners, baskets, shelves, drains, glass breakage, probes, rotisseries, racks, rollers, light bulbs, lock/key assemblies, buckets, televisions, computer screens or computers that are part of an appliance but do not affect the primary function of the appliance; walk-in freezers, home freezer.  The denial of the claim stands.

January 23, 2017   Ms. Stacy [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:      Megan J [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 January 17, 2017, regarding the above referenced complaint.                                        HSA does apologize for Ms. [redacted]’s frustration regarding the boiler claim; however, HSA’s letter dated January 17, 2017, accurately and correctly states HSA’s position.  HSA has provided Ms. [redacted] with a check for the plan limit with respect to the boiler in the amount of $1,500.00. Check Number [redacted] in the amount of $1,500.00 was released by HSA on January 17, 2017 and no further reimbursement or compensation will be provided by HSA regarding this matter.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     Marcy [redacted] Customer & 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. 
Regards,
 
[redacted]

September 27, 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. 187585252
                       
Dear Ms. [redacted]:
 
Home Security of America, Inc. (“HSA”) is in receipt of your
letter dated September 19, 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. [redacted]’ air conditioning claim. 
On August 4, 2016, Mr. [redacted] placed the service request and HSA dispatched
Air-A-Tech 2 LLC to diagnose the problem with the air conditioning system. On
August 31, 2016, the technician reported to HSA that the evaporator coil was rusted
out and leaking water due to normal wear and tear.  Mr. [redacted] was advised that he would be
responsible for the cost beyond $300.00 to modify the duct work for the air conditioning
system based on the terms of the HSA plan. Section E-18 of Mr. [redacted]’ HSA plan
provides that if
HSA has authorized the replacement of a water heater, central heat or central
air system and metal fabrication, plenum work or installation of a new pad for
a condensing unit are necessary to complete the covered replacement, HSA will
pay $300.00 aggregate toward modification charges.  Therefore, HSA
authorized Air-A-Tech 2 LLC to replace the evaporator coil.
 
However,
on September 12, 2016, Mr. [redacted] advised HSA that the authorized service had
not been completed.  HSA made multiple attempts
to contact Air-A-Tech 2 LLC to complete the evaporator coil replacement with no
success.
 
HSA
offered Mr. [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 the technician
report the detailed diagnosis and cost breakdown to HSA before performing the
service.  HSA would then reimburse the
plan holder the approved cost upon receipt of the paid invoice.   Mr. [redacted] declined this offer and HSA currently
attempting to locate another HSA authorized service contractor to run this air
conditioning call. 
 
Alternatively,
HSA is willing to provide Mr. [redacted] with a check for HSA’s cost to replace the
evaporator coil in the amount of $1,600.00. 
Section D-2 of Mr. [redacted]’ HSA plan provides that HSA reserves the right
to offer cash in lieu of repair or replacement based on what HSA can expect to
pay to repair the failure (parts and labor); this amount may be less than
retail or less than the plan holder’s actual cost. Please advise HSA if Mr.
[redacted] would like HSA to provide him with the check for $1,600.00.  Otherwise, HSA will continue to look for
another service contractor to run the call.
 
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.
I find it indefensible that HSA has absolved themselves of responsibility and directed me to their service provider to resolve this.  HSA's contract states that their service provider will contact HSA once they are on-site if there is a question as to whether or not the service should be approved.  It is not my responsibility to ensure that their service provider is following the directions provided to them through HSA.  As the home owner, I was not provided with instruction by HSA to confirm that the service technician has completed this step to ensure that the service is approved prior to completing the job.  As the homeowner, my responsibility is to sign off that the work is complete and to pay my deductible -- which I have done.  As I stated in my original complaint, if you had denied the claim BEFORE THE SERVICE WAS PERFORMED I would not have an issue with your position.  As I stated earlier, I don't know the difference between all the plumbing parts in my house -- so I rely on your expertise to approve or deny as appropriate.  I would go even further to say that since the Service provider did not follow this step -- they were apparently also under the impression that it was approved when you assigned it to them and they initiated the call to me.  I will drop the subject because I am clearly not getting anywhere  -- but I stand by my position that you are shirking responsibility for a properly filed claim that due to your internal processes and through an error made by the agency acting on your behalf. You did not deny until 4 days after the job was completed -- which is too late for me to seek alternative methods to address the situation and paints me into a corner. 
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]

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 fact that I again received an empty, closed response that "it will be forwarded to a Supervisor" is not acceptable to me.  The exact same message was given to me on the previous contacts with this company, as is detailed in my original complaint.  In addition to my other previously stated resolutions, I would also like a time frame of when the "review" is expected to be completed; the name of the "Billing Supervisor that will be conducting the review; and the status of my account in the interim. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

HSA apologizes for the long hold times in our peak time. The customer did file a claim on line on a Saturday 11/30/2015 @ 7:27 pm after normal business hours as a non emergency claim.  The Vendor would be contacting the customer on the next business day to schedule an appointment...

on Monday 11/30/2015.  When it was brought to HSA's attention that the HSA affiliated vendors were not able to meet the needs of the claim within a 48 hour business window, HSA gave the customer authorized choice to move forward with them locating someone sooner to get out to the home to obtain a diagnosis of the water heater to determine coverage.  HSA received the diagnosis on 12/01/2015 and made full approval less the customers $75.00 deductible.  This is within standard guidelines per the terms and conditions of the contract and the deductible would apply against the claim and would not be refunded.

HSA apologizes for the long hold times the homeowner experienced.  HSA has not received the invoices for the multiple deductibles the homeowner has paid, please email them to [redacted] ,Attn:[redacted]--URGENT.

HSA apologizes for the customers experience and the long hold times in our peak time. HSA has already refunded the customers $75.00 deductible as well as the cost of space heaters that they had purchased for a service gesture. This was paid out on 12/17/15 for $175.00, check #[redacted].
The...

customers previous furnace was approximately 40 years of age and HSA and the service provider was diligently trying to locate the appropriate sized equipment to best fit the customers needs of their current home.
HSA does apologize once again for the customers experience. Per the terms and conditions of the contract HSA is not responsible for parts and equipment delays or the items associated with the install of equipment such as installation modifications, permits as these are not coverable per the contract. The equipment was ordered and shipped to the local service providers shop as the proper size needed was not available locally. Thank you

[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.  The repair was completed, after the undue 38 days without and zero care on the part of the warranty company, even after admittedly making the error in choosing a repair company.  It should be known that their response in fixing my situation was at best, the worst service ever, and no one should ever be recommended to use this company.
Regards,
[redacted]

After a re-review by the purchasing center, HSA offered enough money to replace my dual evaporator refrigerator with a...

dual evaporator refrigerator. The whole ordeal took more than a month, but the outcome is satisfactory.
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]

The heat exchanger is being replaced under the manufacturer's warranty and the parts were received by the vendor.  The vendor was to schedule the repair with the homeowner.

After further review of the claim, HSA is unable to offer any coverage as the failure is not normal wear and tear failures.  Thank you.

[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 will be satisfactory to me provided agreements are carried out in full.  
Thank you,
 
[redacted]

A supervisor will call [redacted] to have the ice maker repaired at no cost to the homeowner.

A supervisor will contact the homeowner to have a GE certified service provider out to the home for a second opinion on the range.  HSA will pay for the service call on the second opinion.

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 again never heard back from the warranty company instead I heard from the company they are finally having come out (the second company) and they told me we won't be getting a new furnace until December 9. That will have made it exactly a month that the process took to get ahold of someone from this company, get someone out here to determine the problem...actually two companies as I mentioned, go back and forth with getting ahold of someone again and then finally getting a new one installed. This has been absolutely the worst experience we've ever had. It's winter, snow on the ground, we have a baby and our pipes could freeze before that point. What are we suppose to do if that happens? Even though we are finally suppose to get a new one installed and it's supposedly all covered, I would never ever recommend this company to anyone and I will be letting realtors know about them as well so they do not offer their services. We'll see how the new furnace even turns out or if they really cover costs. ]
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,
[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 spoken with the HSA person and I am waiting on them to review the claim and get back to me.
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]