Home Security of America, Inc.

September 23, 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. [redacted]
                       
Dear Ms. [redacted]:
 
Home Security of America, Inc. (“HSA”) is in receipt of your
letter dated September 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 Ms. [redacted]’s sump
pump claim.  On August 10, 2016, Ms.
[redacted] placed the service request through HSA’s website and HSA dispatched All
Clear Plumbing and Drain Service to diagnose the problem with the sump pump.  On August 12, 2016, the technician reported
to HSA that the sump pump had failed; however, the pump was not pumping ground
water only as it was connected with the air conditioning system.  Section E-2 of Ms. [redacted]’s HSA plan provides
that the coverage is for the primary sump pump for pumping water only.  Therefore, HSA is rightfully not responsible or
liable for the repair or replacement of the sump pump.
 
Section D-3 of Ms. [redacted]’s HSA plan provides that the plan
holder will pay the deductible for each separate trade call.  The trade service call fee is due whether service
is approved or not.  However, as a onetime
courtesy HSA has waived the $100.00 trade service call fee for this claim and
will no longer attempt to collect this amount from Ms. [redacted]. 
 
In the future Ms. [redacted] should contact HSA’s Customer Service
Department if she has any coverage questions before she places a service
request as the trade service call fee will be due on all future claims.
                                     
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer
& Regulatory Claim Resolution Specialist

HSA apologizes for the customers experience.  The contract is not cancellable in the state of PA.  After further review of the model # from the customers old unit HSA did quote like kind and quality to the features of the manufacturers specifications.  HSA would maintain the...

authorization of the reimbursement of $ 499.46 for the cash in lieu reimbursement. Thank you

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 response does not address most of the issues brought up. They instead chose to only answer one issue the mold. Under their current operations the mold would have formed before any company scheduled a service call, and the plumber would have caused extensive damage accessing the leak knowing they would not be responsible for repairs to the structure. This is not detailed in the fliers given by the realtors. It is instead referenced to look further for additional limitations. To apologize but not offer to change the claim experience is a hallow uncompassionate response. Still each time I call them they leave you on hold for around one hour before anyone talks to you. It is a tactic used to reduce claims. Insurance companies often make the initial claim process slow to deter claims. Never are you offered any rapid response. We are now negotiating another claim they are also refusing to repair correctly claiming limitations and making me wait an hour each time I call. The company has not answered my complaint completely and has chosen instead to skirt the issues presented with a vague apology. Not acceptable and very unprofessional.
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]

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] 2/16/16 - As of today's date I have not received any check from HSA.  Once a check in the amount of $1300+ is received I will be happy to resolve my complaint with HSA.[redacted]

The failure is with the evaporator coil, which is located inside the furnace.  HSA only approved  for the component part that as failing.  HSA will not approve to replace the furnace, as it is not failing at this 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 [redacted], and find that this resolution is satisfactory to me.  Like I stated in the complaint, this lack of urgency to get the service done is not for me. I don't need a disinterested middleman in between me and my contractor.  My contractor gave up after nearly an hour on hold and then called me and asked me to make the call and give HSA the information. After 70 minutes on hold, the person answering took the information, responded to the business and got the work authorized. I owe my gratitude to the contractor for their flexibility to come back the same day and finish the job. HSA needs to staff their phones.
Regards,
 
[redacted]

HSA apologizes for the delays in the claim.  HSA has contacted the service provider to obtain an update on the necessary parts needed for the repairs.  The service provider has contacted the manufacturer of the refrigerator along with the distributor to locate the correct parts needed for...

the repairs.  Once the service provider receives the parts, they will expedite the repairs.  Thank you

HSA would approve for the draft inducer assembly, control board and pressure switch to be replaced.  However, HSA would adjust the pricing to what their affiliated vendor would charge for the same repairs.  If homeowner would like to proceed with the repairs to the furnace, they can have...

their vendor complete the repairs and send in a paid invoice for reimbursement.  Or the homeowner can have an HSA affiliated vendor dispatched  to the home to reconfirm the failures and report what is needed for the repairs.  The homeowner would need to let HSA know which option they decided on.

September 8, 2016         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] & [redacted]; HSA Plan No. 16 0001567948; Revdex.com Complaint Case No. [redacted]   Dear Ms....

[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.                                         ...⇄ I have reviewed HSA’s records with regard to the air conditioning issue.  On August 25, 2014, service was requested for the air conditioning system and the request was dispatched to Thermal Tek, L.L.C. to diagnose the issue.  HSA authorized the technician to repair a minor refrigerant leak.  On May 26, 2015, service was again requested for the air conditioning system and the request was dispatched to Thermal Tek to diagnose the issue.  HSA authorized the technician to replace the control board and repair another minor refrigerant leak.  Section D-2 of the warranty plan provides that HSA has the sole right to determine whether items will be repaired or replaced.    On August 24, 2016, the customers requested service for the air conditioning system and the request was dispatched to Connett Services, L.L.C. to diagnose the issue.  Connett Services reported to HSA that the repair was completed on August 29, 2016.  On September 6, 2016, service was again requested for the air conditioning system and the request was dispatched to Connett Services to further diagnose the issue.  Connett Services has reported that they have not been able to reach the customers to schedule an appointment.  Mr. and Mrs. [redacted] may contact Connett Services at 515-967-0002 to discuss scheduling.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      Customer and Regulatory Claim Resolution Specialist

HSA apologizes for the customers experience.  If the customer can attach a pdf formatted copy of their paid receipt a Supervisor will review for potential coverages. Thank you.

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] There was no response as to the possibility of a call back system so you don't wait 20-30 min for an answer to the regular #. also no response to why their time is more valualble than mine. the response really said, tough, you just have to wait, we will try nothing to improve our response time.

HSA apologizes for the lengthy hold times that the homeowner has experienced.  The claim was denied due to faulty workmanship/improper installation as the homeowner replaced the thermostat causing fuses to blow and has potentially damaged other component parts of the unit.  Per the terms...

and conditions of the HSA contract, HSA does not cover faulty workmanship/improper installation whether performed by the homeowner or a licensed technician.  The claim denial stands.

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.]The coverage under plumbing indicates that the warranty covers "pressure regulators".  The pressure switch, pressure gauge and water tank are all devices that regulate the water pressure for the indoor plumbing.  If these items are not covered, please explain what the "pressure regulators" are referring to.
Regards,
[redacted]

I had not responded yet because I have not yet received the dishwasher replacement value check from HSA yet.  In speaking with HSA, the amount they offered as replacement value seems fair, and assuming I receive the check in the next 7-10 days as promised, I will be satisfied.  Thank you for your help,James [redacted]

HSA apologizes for the delays with the equipment order through the manufacturer.  HSA will refund the homeowner her $55 deductible as a service gesture.  The equipment has been and the vendor was notified of the pickup number.  They will be contacting the homeowner to schedule...

installation.

HSA has approved this claim and ordered the compressor on 8/14/15.  HSA notified the vendor and they will contact the homeowner to schedule the replacement.

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 ###-###-####.

Our records show that a claim was attempted to be set up on 7/15 on the well system and coverage was added for the additional item on 7/18, then the system/tank completely failed 7/28. This would indicate that the system may not have been in good working order when the coverage was purchased. The...

contract states there is a (30) day period after the purchase of coverage for it to be effective. In addition to that the tank itself is specifically listed as a not-covered item as the coverage is for the pump to the system. Here is the excerpt of the water well pump coverage that you had purchased. "11. WATER WELL PUMP - COVERED: “Operational Failures” occurring more than thirty (30) days after the inception date of buyer/buyer directcoverage are covered up to $1500 aggregate including access, diagnosis, repair and/or replacement; must be primary water source to residence.NOT COVERED: digging new or deeper wells; co-op/shared wells, irrigation/sprinkler wells, windmills, curing water quality, failures from lack ofwater, drop pipe, tank, electrical supply line, exterior piping or any part of the well that is not the pump; cistern and all “component parts.”" The coverage that you described for a "tank" that you read from the contract was listed under plumbing in reference to a toilet tank as it states so.

The work order on the toilets will be re-opened and dispatched again, please schedule with them in a timely manner as they are required to schedule with you in a specific time frame for service. The company is Preferred Plumbing and their phone number is ###-###-####. In our system it indicates that...

the company went back out for your A/C system and re-diagnosed the issue. They believe they found what is the true cause of the problem. Sometimes with certain failures techs do need to troubleshoot to find a cause of a specific problem. For this purpose we allow a recall process where if the same problem is occurring we do not charge an additional deductible, but the initial service fee is still required. The coverage of any failures is only determined by what the warranty states we cover for. Any failures you may have would apply to this no matter the situation.