Home Security of America, Inc.

The claim was approved for $minus the $deductible for a total of $125. HSA needs a copy of the paid invoice to process the reimbursement. The homeowner can fax it to ###-###-#### or email to ***

The homeowner was left a message on 7/17/to make sure the repairs have been made and to call back with any questions. HSA also called the vendor and left a message to verify the repairs to done and to call back. HSA is refunding the $deductible to the homeowner for the delay with
claim

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

December 23, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***, Revdex.com Case ID No***; HSA Reference No Dear *** ***: 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 In order for me to fully and fairly review this matter, please advise Ms*** to forward a copy of her paid invoice to my attention via fax at ###-###-####, or via email at [email protected]. The invoice should describe what mechanical failures were found with the furnace and itemize the work performed and the total costs incurred. Once I receive and review the requested information, I will advise you of HSA’s position regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist

HSA had tried to contact the roofing company you had out, during business hours, innumerous times to retrieve a diagnosisWhen contact was finally made the company reported the failures were from weather related damage that affected the area over the garage and the rear of the homeI regret to inform you the warranty does not cover for weather related failures that have occurred to a homeIn addition to, that the warranty does not cover for roof replacement which was what the quote for the cost of repair had indicatedIf the failure would have been from wear and tear or due to age, the warranty provides coverage up to $for the repair of a roof leak only

HSA apologizes for the delay in the claim and an authorization associate will contacting the homeowner to review authorized choice procedures

[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 received the requested refund and this matter can be considered resolved Although, I must note the exhausting time and effort it took to get to this point HSA, your claims in advertisement are very different then your realityI hope you change your business practices or be removed from the Revdex.com website New Customers be warned.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

December 8, *** ***
*** *** *** ** ***
*** ** *** ***
*** ** *** RE: *** & *** ***; HSA Plan No***; Revdex.com Complaint Case No*** Dear Ms***:
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 heating issues. On November 13, 2016, service was requested for a furnace and the request was dispatched to Air Sales & Service Mechanical Company to diagnose the issue. On November 18, 2016, Air Sales reported to HSA that the furnace that heats the downstairs portion of the home needed to be replaced and HSA authorized the technician to complete the replacement. Section D-of the warranty plan provides that replacement shall be with systems comparable in features, capacity and efficiency. HSA ordered the replacement furnace for the technician to pick up from a local supply house. There were some items necessary for the replacement that are not covered by the warranty plan. Section F-of the warranty plan states that coverage does not apply to modifications charges or costs for metal fabrication, plenum work, or electrical changes necessary to satisfy the installation requirements of a new replacement unit. If the Star Upgrade is purchased, HSA will pay up to $aggregate towards modification charges associated with an approved heating, air conditioning or water heater repair or replacement. After applying the amount covered by the Star Upgrade that was purchased by the customers, the charge to the customers for items not covered by the warranty plan was $655, payable by Mrand Mrs*** to Air Sales On November 29, 2016, service was requested for the heating system that heats the upstairs portion of the home and the request was dispatched to Air Sales to diagnose the issue. On December 2, 2016, Air Sales reported to HSA that the unit was a heat pump system and that the condensing unit located outside the home and the air handling unit located inside the home needed to be replaced. HSA authorized the technician to complete the replacement and the necessary equipment was ordered for the technician to pick up from a local supply house. There were also some modifications necessary for the replacement that are not covered by the warranty plan. The customers’ cost for items not covered by the warranty plan for this replacement was $525, payable by Mrand Mrs*** to Air Sales. Air Sales has reported to HSA that both replacements have been completed. If the customers experience a further issue with the heating systems, they should notify HSA so that the matter may be addressed. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC. *** *** Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: ###-###-#### Email: ***

After further review, the customer went outside of the HSA vendor network for services performed prior to filing a claim with HSA. HSA is unable to honor the claim as we do not authorize customers choice vendorsYou must use an HSA affiliated vendor per the terms and conditions of the
contract. If an HSA preferred vendor is not available at that time then HSA would give the customer authorized choice. This is not the case for this particular claim situationHSA cannot offer any reimbursement and or coverage on the water heater claim. Thank you

April 3, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***, Revdex.com Case ID No***; HSA Reference No Dear *** ***: 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 Customer Relations Department has been working directly with Ms*** in an attempt to amicably resolve this matter. Please be advised that HSA will continue to repair any covered item until it has been reported by an independent service contractor that the covered item is no longer repairable and in need of replacement. It has not been reported to HSA that the dishwasher is in need of replacement. On March 29, 2017, Appliance Repair, Increported to HSA that the hinges and door panel had failed due to wear and tear and HSA has authorized the service contractor to complete the covered repairs. The service contractor will contact Ms*** directly to schedule an appointment to complete the covered repairs once the replacement parts have been received. Section D-of the HSA plan provides that if service work performed under this contract should fail, then HSA will make the necessary repairs without an additional deductible for a period of days on parts and days on labor. HSA does apologize for Ms***’s frustration regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist

HSA apologizes for the long hold times and the customers experience. The failure was with the water softner and the customer does not have coverage for this item as it is a separate buyer option that would have needed to be purchased for additional coverage. The contract does not cover
for any water damages nor secondary damages as well even if the customer did have coverage for a particular item. HSA is unable to offer the customer any coverage at this time. Thank you

HSA has followed proper procedures for this claim per the terms and conditions of the contract and considers this matter closed

Revdex.com:
I have reviewed the response made by the business in reference
to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Unfortunately, I cannot accept the business' response, as there still continues to be no responseHSA stated to your office on August 10th that they will contact the vendor, the vendor will call back, and the homeowner will be contactedIt has been days since that reply and I have not been contacted.To be honest, if this were a traditional property insurance claim, it would follow the very definition of bad faith claims handlingWho operates a claims department that cannot be reached and will not even reply to a customer who has had to escalate a matter to the Revdex.com?My appreciation for your assistance,*** ***
** *** ***
*** ** ***
Regards,
*** ***

HSA apologizes for the inconvenience the homeowner has experienced. The vendor was out to the home on 5/and the parts are ordered. Once the parts arrive, the vendor will contact the homeowner to install

HSA apologizes for the long hold times the homeowner experienced. The reimbursement check for the $minus the $deductible was mailed out to the homeowner today, 9/14/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Unfortunately, the response while having some truths also contain factual errors as well. Beginning with my initial claim - while I filed one on line that was due to not being able to contact a representative. Once that initial contact was made and a dispatch number provided for Hutchinson to complete the work, the representative was to delete the online claim. There are additional issues with their statements as well. I continue to believe that HSA home warranty did not handle this claim appropriately and in a timely fashion and that due to their actions or inactions, I have incurred significant utility expenses over an above the contracted reimbursement amount.
Regards,
Megan ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.As someone who works in the Insurance industry and has to abide by policy/ contract language for failure to do so could result in a bad faith claim, I find it interesting that you all write your own contract/policy outlining what is specifically covered, not covered and definitions to fit that criteriaHowever, you do not follow the own contract you writeThe language of the policy states 24-hours, under circumstancesnow I would ask you to rethink your "circumstance" languageThis is not bolded or defined in your contract so it is subjectiveWhen I state that my family, more specifically my year old boy that suffers from asthma was put into a position of taking on more breathing treatments due to us having all windows in our home open in degree weather I ask to you, does that seem "normal" to you??? Define normalIt is not reasonable that I have to use your provider that you cannot guarantee their outcome though if I were to use my own certified provider you cannot guarantee reimbursementTHAT IS MISLEADING...HOW IS THAT NORMAL? My family was displaced for weeksSince I work in the insurance industry I know that my HO (homeowner) policy would not cover displacement while not covering a loss covered under my policy so you are wrong...againThe whole point of this complaint is that you are misleading to AmericaYour policy language that YOU wrote is misleadingYou don't inspect property "covered" within 24-hours, you don't analyze the inspection results within 24-hours, you don't respond to the covered parties (that would be me, the holder of this contract), you don't send a second person to re-inspect property within 24-hours and you don't replace or repair as you say you will in 24-hoursIf you know that you can't keep to your policy language, why would you have said policy languageAnd thank you so very much for thinking of my sonNot once when I or my husband spoke to a customer representative did anyone try and empathize with our situationThat is called customer serviceYou may not in the end be able to change the result but you can sure try and empathize with the customerJust in case anyone cares, he is doing much better under the cool circumstancesIf you are going to provide a contract/policy you need to actually follow itIf in the insurance world we didn't do what the contract states we will do, we could receive fines and or risk litigationYou should think about that tooRisk litigation for misleading AmericaSounds like a quick way to go out of businessTo resolve my complaint, I would be willing to accept reimbursement for the $out of pocket that we were charged for "things not covered under the policy." If you all can't keep your end of the contract, why should we??
Regards,
*** ***

September 8, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** & *** ***; HSA Plan No000141707; Revdex.com Complaint Case No*** Dear Ms***: 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 Mrand Mrs*** have experienced. HSA’s previous correspondence accurately stated the information in HSA’s records, as well as HSA’s position. Section E-of the warranty plan provides that steam boilers and water heater/heating combination units are covered up to $1,aggregate. HSA authorized repairs in May, which brought the remaining limit to $1,032.45. Therefore, I find that HSA rightfully reimbursed the customers the remaining amount of the limit by check in the amount of $1, With regard to the customers’ claim of damage, Section F-of the warranty plan states that coverage does not apply to secondary damage, consequential damage, or any damage caused by or resulting from the failure or malfunction of covered or non-covered component parts. Coverage does not apply to any damage resulting from the actual repair or replacement. Therefore, HSA denies liability with respect to damage. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist

A cashout for the amount up to $of the coverable expenses was approved by HSA on 6/17/15. The homeowner would need to send in a paid invoice for the services provided in order for the reimbursement to be processed

August 26,
Revdex.com of Wisconsin
*** ***
Lead Trade Practice Consultant
RE: *** D***,
Revdex.com Case ID No***; HSA Reference No***
Dear ***
***:
Home Security of America (“HSA”) is in receipt of your correspondence
advising of the above referenced complaint.
Your correspondence has been forwarded to me for review and response
*** D***’s HSA plan became effective on July 28, and
is set to expire on July 28, 2017. On August
19, 2016, a service request was placed for a refrigerator that was not
working. Unfortunately, it appears that
HSA was unable to locate a service contractor to diagnose any problems. Therefore, HSA authorized *** D*** to hire
an outside company to diagnose any problems with the refrigerator and be
reimbursed for any covered charges.
*** D*** was advised that the outside company would need to
contact HSA directly with a detailed diagnosis and estimate prior to completing
any repairs. Section D-of the HSA plan
provides that if HSA cannot provide a
contractor for you, HSA will approve the use of a contractor outside of
its networkWe have the sole right to determine if items will be repaired or
replacedUnless specifically identified elsewhere in this contract,
replacement shall be with systems comparable in features, capacity, and
efficiency; HSA is not responsible for matching dimensions, color, or brandSection
F-provides that 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
itselfConditions 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 equipmentAny
damage alleged to be caused directly or indirectly by the services or the
timeliness of the services provided by us
On August 22, 2016, *** D*** contacted HSA to report that
Sears was not available until Thursday, August 25th. It appears that *** D*** declined the Sears
appointment and the outside authorization previously offered. Please be advised that *** D*** can
either accept an appointment from Sears; or hire an outside company to diagnose
the refrigerator and be reimbursed for any covered charges. In the alternative, HSA is willing to cancel
*** D***’s HSA plan for a full refund of the paid contract fees. *** D*** may contact HSA directly at
###-###-#### to advise of which option is decided upon. HSA does apologize for *** D***’s
frustration regarding this matter
Thank you for your consideration
Sincerely,
HOME SECURITY OF AMERICA, INC
*** ***
Customer and Regulatory Claim Resolution Specialist