Home Security of America, Inc.

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.

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

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 will approve the homeowner to use their own vendor and waive the deductible for a second people. Please have the vendor call HSA at ###-###-#### to give the diagnosis of the failure.

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]

HSA apologizes for the customers experience on the water heater claim.  The claim has been approved for reimbursement of $ 1000.00 and was paid 1/14/16 check # [redacted].  HSA will also refund the $75.00 deductible as a service gesture and that will be paid out on 1/15/16.  Thank you

HSA apologizes for the inconvenience this has caused the homeowner.  The equipment was order on 6/9/15 and the vendor was given the necessary information for pickup of the unit.  HSA is refunding the homeowner the $75 deductible as service gesture due to delays and equipment...

issues.   The check will be mailed on 6/11/15.

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

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.

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.]HSA said they cannot assist with the replacement of the water heater, as it is under warranty. HSA purchased THAT water heater (non-functioning) and installed THAT water heater (non-functioning). Our old hot water heater needed replaced because there were flames shooting from the bottom of it an charring the side. It did still come on though. The new water heater HSA installed never EVER worked, not even for one minute. They simply installed a broken water heater and then said it was our problem. The technician who installed it should not have left until the problem was fixed or a functional water heater ordered to replace it.We contacted another contractor on our own and had the repair done without HSA being involved. 
Regards,
[redacted]

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

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.

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.

HSA would need a contract number or property address to be able to assist the homeowner with this please.

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

HSA has reviewed the calls between the homeowner and HSA.  The homeowner advised HSA on 8/19/14 that the old unit did not have any sensors or wall button.  Per the contract on page 3, number 3.  Interior Electrical System: Covered: garage door opener (2 systems maximum) must meet...

current safety standards; includes track assembly and carriage unit if part of the opener unit.  The garage door opener that was replaced had to have the safety sensors in order to have coverage.  The denial of the claim stands.

[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  apologizes for the customers claims experience.  At this time HSA would not move to replacement but has dispatched G &W Whims and has requested a SR Technician to diagnosis the failure.  We have also waived the service call trade fee as well.Thanks

As it is, the filters were removed from the microwave and the microwave failed after this was done, because the system was used without them. This is what had happened. You were offered a second opinion at the time of the denial and you chose not to take it. There's nothing further that can be done here.

September 7, 2016
 
[redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 53214
 
RE:          [redacted], Revdex.com
Case ID No. [redacted]; HSA Reference No. [redacted]
 
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.
 
HSA does apologize for [redacted]’s frustration regarding this
matter.  The records do not indicate that
a service request has been placed for the refrigerator.  Should the refrigerator malfunction, [redacted] may contact the service department directly at ###-###-#### to place a
service request.
 
With respect to the cooktop, it appears that the left back burner
on the cooktop was cracked and Ansley Appliance Service, LLC was authorized to
complete the covered repairs.  In the
alternative, a cash reimbursement in the amount of $149.95 is available to [redacted] upon HSA’s receipt of a paid invoice documenting the repair and/or
replacement of the cooktop.  The
reimbursement amount represents HSA’s costs to complete the covered repairs.
 
With respect to the dishwasher, Ansley Appliance Service, LLC
reported to HSA that the pump motor assembly had failed and needed to be
replaced.  Unfortunately, it appears that
there has been a delay as the service contractor has not provided HSA with a
repair cost.  Therefore, in an attempt to
amicably resolve this matter, HSA has authorized the replacement of the
dishwasher.  The Purchasing Department
will contact [redacted] directly to further assist with the replacement of the
dishwasher and/or a cash reimbursement option. 
[redacted] may also contact the purchasing department directly at
###-###-#### (option 3) for any further assistance regarding this matter.
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
[redacted]
Customer and Regulatory Claim Resolution Specialist