Home Security of America, Inc.

HSA apologizes for the long hold times and the inconvenience to the homeowner.  HSA is refunding the homeowner the $75 deductible as a customer service gesture for the delay with this claim.  The parts were ordered on 3/17/15 and were delivered to the vendor 3/19.  If the vendor has...

not contacted the homeowner, the homeowner can call them to schedule the repair.

January 9, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          Mark B[redacted], Revdex.com Case ID No.11904605; HSA Reference No. [redacted]   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 dispatched Vertex Home Services, Inc. to diagnose any problems with Mr. B[redacted] range hood exhaust fan.  The service contractor reported to HSA that there were no mechanical failures found with the unit and that the fan was working.  Therefore, no repairs were authorized and/or necessary.  Mr. B[redacted] HSA plan expired on July 10, 2016, and is now considered to be null and void.  In an attempt to amicably resolve this matter, even though not liable to do so, HSA will reimburse the trade service call fee that is normally due.  Mr. Bailey can expect to receive a check from HSA in the amount of $75.00 in approximately 21-28 business days.  AHS denies any further liability with respect to this matter and will be closing its file.    Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   Lori Nelson Customer and Regulatory Claim Resolution Specialist

September 14, 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. 184564702
                       
Dear Ms. [redacted]:
 
Home Security of America, Inc. (“HSA”) is in receipt of your
letter dated September 6, 2016, regarding the above referenced complaint.  The correspondence has been forwarded to me
for review and response.
 
Check Number 22884604 in the amount of $814.91 for the
ceiling fan was released by HSA on September 6, 2016 and mailed to Ms. [redacted]’s
property address.
 
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer
& Regulatory Claim Resolution Specialist

HSA has received the invoice and an associate is contacting the vendor for further information.  Once HSA receives information, the homeowner will be contacted.

HSA apologizes for the customers experience and will as a service gesture refund back the $75.00 deductible. Payment will be made 12/9/2015.

I am not satisfied with the resolution because the initial install of the equipment was not done correctly in the first place. I am not calling about a new problem. when I called the first time I expected a professional to some to my home and fix the problem correctly, instead I now have 2 more problems that I started with. The unit installed is not working with the thermostat correctly, and it is also leaking water and flooding my basement. Giving someone 30 days to find a problem out with the unit is not long enough. I have had to view my electric bills to understand this. It then brought to my attention that he thermostat is not working correctly. I am not a HVAC person. I expected you to send a professional to do the job right, without my having to check his work. please correct my problem. thank you

The homeowner refused to use an HSA affiliated vendor and was informed up front that he would not be reimbursed for doing so. Then after he called in again and was informed of this on separate occasions. The policies set forth in the warranty need to be followed or HSA will not provide coverage regardless. The warranty states the customer must allow for HSA to provide a vendor. Here is an excerpt of this within the agreement, "You shall take every precaution to protect the property giving rise to the “Operational Failure” until the necessary repair or replacement is authorized by HSA and made. Repair or replacement shall be performed within forty-eight (48) hours, under normal circumstances, of an approved claim 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."

The claim was denied due to the failure to the secondary heat exchanger is a pre-existing condition.  Per the service technician, the amount of deterioration to the secondary heat exchanger could not have occurred since the inception date of the contract, which was...

1/21/15. The denial of the claim stands.

October 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. 191409142
 
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.
 
Mr. [redacted] placed a service request for his air conditioning system
on October 17, 2016.  On October 21,
2016, [redacted] Refrigeration was dispatched to diagnose and repair any covered
problems found with the air conditioning system.  Section D-1 of the HSA plan provides that HSA
will not reimburse for services performed without its prior approval.  Section F-9 provides that HSA does not
provide coverage for 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 itself. Conditions 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
equipment. Any damage alleged to be caused directly or indirectly by the
services or the timeliness of the services provided by us. HSA does apologize
for Mr. [redacted]’s frustration regarding this matter.
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
[redacted]
Customer and Regulatory Claim Resolution Specialist

The refund is being sent to the title company, who closed the property.  It is HSA's policy to send the refund back to the party who sent the check and they would disperse the funds to the appropriate party.  The homeowner would need to check with the title company on the refund.  The...

refund check will be mailed to the title company tomorrow.

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.
Although I appreciate the apology, it does not fix the entire week that myself and my young child had no heat.  The local vendor could have ordered the part themselves, and your company said no.  This undoubtedly would've fixed my furnace sooner than 7 days.  The entire situation disappoints me for one reason only, you left us in the cold, literally. HSA is supposed to be there for you 24/7.  That is what the homeowner pays for, not for your customer service agents to make you feel more than alone in such a situation. The least you could do HSA, is to compensate me for the 7 days I had to pay rent for a home WITHOUT heat because of your company, as I previously stated.
Regards,
[redacted]

HSA reached out to the vendor on 8/10/15 and left a message and direct line for the vendor to call back with the diagnosis.  Once HSA receives this information,  the homeowner will be contacted.

March 22, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:     ...

[redacted]; Revdex.com Complaint ID No. [redacted]; HSA Plan No. 203164502                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated March 15, 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]’s microwave and range claim.  On February 13, 2017, Mr. [redacted] placed the service request for the microwave and range and HSA dispatched Appliance Repair Inc. to diagnose the problems with the appliances. On February 20, 2017, the technician reported to AHS that a burner and electrode shorted on the range and the capacitor, diode and three door switches shorted on the microwave.  HSA approved the repair and ordered the parts for Appliance Repair Inc. to complete the repair of the range and microwave.   On March 10, 2017, the technician reported to HSA that the magnetron for the microwave had shorted as well and HSA ordered the additional part to complete the repair of the microwave. Our supplier provided an estimated arrival date of March 22, 2017 for the magnetron.   However, the Account Executive for the area had this matter reviewed and HSA is currently following up directly with Mr. [redacted] regarding the repair options available for the microwave claim.  Therefore, it appears this matter is being resolved.   HSA does apologize for Mr. [redacted]’s frustration regarding the matter.   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. We still reject their response as being FALSE and inadequate to resolve this matter.  We HAVE NOT accepted their cash in lieu offer.  Further, despite their claims, we never requested one in the first place.  We found about it from the local HSA rep when I contacted her to try to help resolve.  Additionally, we have not sent in the paid receipt for having to get the work done ourselves.  They did send us a check for their CIL offer as a response to our demand letter from our lawyer.  However we have not cashed it yet to avoid the appearance of our acceptance.  We continue to work with our lawyer and the appropriate agencies to best determine how to proceed. 
Regards,
[redacted]

HSA has had another supervisor review this clam.  Although the failure was present before the homeowner took possession of the property, the true failure was the safety switches had been disabled causing the unit to run improperly per manufacturers specifications.  This falls...

into the category of improper installation/fault workmanship per section F, number 8 under the contract, which is not coverable.   The homeowner was asked to send in the home inspection for review for potential coverage and  the homeowner declined.   The homeowner stated there was a comment on the home inspection by the inspector that the HVAC system needed to be inspected by a licensed  HVAC technician and the homeowner indicated that he did not follow through with this recommendation.  Therefore, HSA maintains the denial on the furnace claim.

If the homeowner would like second opinion, they can contact their vendor and have them report their findings to HSA for review.  The vendor can call the vendor hotline at ###-###-####.

HSA apologizes for the delay the homeowner experienced with this claim.  The claim has been approved and the check ($365 minus the $75 deductible) will be mailed out tomorrow,

HSA apologizes for inconvenience the homeowner experienced.  HSA confirmed with the vendor that the water heater has been installed on 6/16/15.

[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].  I do not agree with thecontractor/handy man.  However I do not have any re-coarse.  
Regards,
[redacted]

HSA apologizes for the delay in the claim process and has refunded the homeowner the deductible as of yesterday 6/15/15.  This was a shipment error and unfortunately out of HSA's control.