Home Security of America, Inc.

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.

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

As stated in previous response, the homeowner would need to have the unit cleaned before a...

proper diagnosis can be done on the unit.  The condenser and evaporator coil need to be cleaned and the system rechecked.  The technician is unable to determine what component parts are failing due the high pressures.

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 cancelled the contract per the terms and conditions of that contract.  The prorated refund amount stands.

HSA contract only covers for interior failures for electrical.  This would also be for an attached and or detached garage.  Interior specifics within the perimeter walls of the home and or garage space.
Anything failing and or needed outside the foundation of the home and or in...

ground or underground constitutes the outside of the home and not coverable.
 
HSA has approved for the interior portion of the repairs only.

Unfortunately we would need a paid invoice to reimburse any customer for the work completed. Once this is provided we can process the reimbursement for you. This is something that we inform customers of upfront when they use a non-affiliated company, they will need to pay their vendor in full...

and submit a paid invoice to receive reimbursement.

HSA can review the claim, if the homeowner sends in the invoice of the work that was performed by his vendor.  Once this is reviewed, the homeowner will be contacted.

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

October 10, 2016
 
Ms. [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           ...


RE:      [redacted] M
[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 September 30, 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]’
refrigerator claim.  On September 9,
2016, Mr. [redacted] placed the service request and HSA dispatched AAA Appliance
Master LLC to diagnose the problem with the refrigerator.  On September 14, 2016, AAA Appliance Master
LLC advised HSA that they could not service the sealed refrigerator in the home
and in order to resolve the matter HSA transferred the service request to
Servicenow Appliance Repair Inc.
 
On September 26, 2016, the technician with Servicenow
Appliance Repair Inc. reported to HSA that the compressor and thermostat had
burnt out; however, his company also did not service sealed refrigerators.  On September 27, 2016, HSA transferred the
service request to Moonstar Appliance Inc. and provided Mr. [redacted] with a trade service
call fee credit as a courtesy.
 
On September 30, 2016, the technician with Moonstar
Appliance Inc. reported to HSA that the compressor and thermostat burnt due to
normal wear and tear.  HSA authorized the
repair and Moonstar Appliance Inc. ordered the parts to complete the repair of
the refrigerator.  Once Moonstar receives
the parts they will contact Mr. [redacted] to schedule the service appointment to
complete the repair of the refrigerator. 
 
Section F-9 of Mr. [redacted]’ HSA plan 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, and or any damage alleged to be caused directly or indirectly by the
services or the timeliness of the services provided by us.  Therefore, HSA is not responsible or liable
for any part delays.   
 
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[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]

On Tue, Jun 30, 2015 at 8:35 AM, [redacted]...

[redacted] wrote:Dear [redacted],I tried to respond to the last communication to the Revdex.com regarding the business response to my complaint.  They agreed to refund my deductible and I am satisfied with that.  Thank you so much,[redacted]

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.

HSA apologizes for the long hold times.  The pool claim has been approved as of 1 pm central today.

HSA is having an associate call the vendor to speak with Dale for the repair quote.  The homeowner will be notified after this is done.

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.

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]

[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,
Candice [redacted]

HSA has set up a potential recall claim for the pipes leaking and has dispatched the vendor.  If the homeowner does not hear from them in a few hours, please call them directly.  The vendor is [redacted] and their number is ###-###-####.