Home Security of America, Inc.

June 13, 2017         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] & [redacted]; HSA Plan No.[redacted] 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.   In order to amicably resolve this matter, although not liable to do so, HSA agrees to review an estimate from a licensed and insured company of the customers’ choosing for the repair of the air conditioning system.  The requested information should include the technician’s diagnosis of the cause of the failure, as well as a breakdown of costs estimated to repair the issue.  When I have received and reviewed the requested information, I will further advise the customers of HSA’s position.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.   [redacted]      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 Fax: ###-###-#### Email: [email protected]

The homeowner used their own vendor, when HSA could not provide one for the homeowner.  They are not affiliated with HSA.  The cameraing process and charges are not covered under the HSA contract.  HSA considers this matter closed.

The customer was paid out on the water heater claim for $1292.15 on 05/17/16 after further review.  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.
We were not charged for cameraing of the line, but HSA still took money away for the cameraing. It's basically like charging us for a plumber who didn't come out. We did not receive the full amount back that the plumber charges for the mainline cleanout. They never listened to what we had to say, and their line was always too busy (no less than 40 minute wait time) for the plumber to stay on the line to talk to them. 
Regards,
[redacted]

Unfortunately the offer is non-negotiable for the cash in lieu amount. For a water heater we do not pay market rate pricing as we work with plumbing suppliers and get the tanks closer to cost. In addition to that we do have negotiated pricing for labor with our vendors that we use, which...

explains the price you see for reimbursement. Also keep in mind this equipment pricing at cost is for a 40 gallon electric water heater which was the system you had, making the upgrade of a larger tank at your own expense.

The business contacted me today and they seem to be resolving my issue. I contacted [redacted] earlier today and left her a message to put this complaint on hold until I see how the business handles the situation.ThanksHaytham A[redacted]

January 23, 2017   Ms. Stacy [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:      Tina [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 January 17, 2017, regarding the above referenced complaint.    HSA’s final position remain unchanged and no further consideration will be provided by HSA.  No reimbursement will be provided to Ms. [redacted] for the services completed outside of the HSA plan.                                       Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     Marcy [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 UNSATIFACTORY to me.  There was a Tech that was sent as an second opinion and his recommendation was as follows - " hold the dishwasher door and push as hard as you can on the soap dispenser door until it stays closed" - this is using "excessive force" and the company has a strict policy on "excessive force" being used on appliances. I informed the Tech they sent that I was not ok with this recommendation for I will break the soap dispenser door and the hinges on the dishwasher door in time using such force. And the response back from him was " that is what I am recommending and the dishwasher is not broke just use some force".I tried to cancel my policy and HSA has informed that my policy start date was 3/7/17 but I did not purchase the policy until 3/23/17 and they can not explain where the 3/7/17 date came from nor will explain how they are coming up with I have had 90 days of policy coverage to date. No matter how you look at it there is no way I've had 90 days of coverage and they will not refund the correct amount of my refund. The refund dept states amount as $298.12 but it should be $327.32. The customer service rep was not friendly at all about it and hung up on me.
Regards,
[redacted]

HSA apologizes for the long hold times that the homeowner has experienced.  An authorization associate is contacting the service provider to obtain the information needed to proceed and will contact the homeowner to update on the status of the claim.

HSA will reach out to the vendor to obtain in the morning, as it is over hours now, to obtain the information regarding the plumbing issue and will contact the homeowner once they have received this.

HSA hired the contractor and acknowledged the work would be covered on the phone on 05/03/2017.  The work was done on 05/03/2017, no quote or option for additional contractors was made, as HSA stated the work was covered.  It was not until 05/18/2017 that HSA claimed the work was not covered. As HSA already stated that it was covered, and hired the contractor to do the work, they are liable to the contractor who performed the work regardless of a line in the contract which was not noted until 15 days after the work was authorized and completed. If the work was not covered, they should have claimed this prior to authorizing it on 05/03/2017. 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]

This claim was approved on 7/16/15 and the reimbursement check has been mailed out to the homeowner on 7/17/15.

The homeowner was advised that HSA would need to review a paid receipt and/or speak to the technician about the work that was performed by the...

homeowner's vendor.   The homeowner advised HSA that the technician does not want to get involved and that she does not have a receipt.  Without the paid receipt, HSA is unable to review and/or reimburse the homeowner.  Until HSA receives a receipt, nothing further can be done on 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. 
Regards,
[redacted]

HSA does apologize for the long hold time that the homeowner experienced. The contract does not cover secondary damage caused by a primary failure and also does not cover caulking, grouting or tiles.  HSA has followed the terms and conditions of the contract.

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.  --  denial of coverage.We reject the resolution response that was given to us by the HSA company for the following reason.  HSA denied the claim based on the fact that it was a preexisting condition.  On the policy brochure that states what is covered, it is written "Coverage includes :  Undetectable pre-existing conditions, and lack of Maintenance."   This advertises that pre-existing conditions ARE covered under this contract.  The only exceptions to this are stated under the limitations of this policy, in section F  where it says :  "Detectable pre-existing defects or deficiencies, when the “Component Parts” were not in “Proper Working Order” on the inception date of coverage, are not covered by HSA. If, on the Buyer’s effective date of this contract, the defect or malfunction of the covered “Component Parts” would not have been detectable by either visual inspection and/or simple mechanical test and/or safety test  " Since the home was purchased in the winter, and it was impossible to inspect the pool when frozen, there was no way we could have tested to see if the pump was working. The pump not working properly could not have been detected by visual inspection and could only be determined when opening the pool in the spring, therefore it does not fall under the limitations of the contract stated in section F.  In addition,  on our disclosure agreement for the home under "other equipment and buildings" it lists the pool and states there were no known problems with the pool at the time of sale.  The HSA policy states in section D under buyer options, subtitle Pool Coverage  :  COVERED: we will pay up to $1,000 per occurrence of “Operational Failure”; includes heaters which do not have a compressor as a component; filter, pump, motor, gaskets, relays, impellers, back flush valve and above ground plumbing lines leading to and from the swimming pool.  Since the pool pump and sand filter not working properly could not have been determined by visual inspection and HSA clearly states that what was on our claim was covered by our policy, our claim has no grounds for denial and therefore the HSA company should pay the amount that is stated under our coverage policy or they will be in breach of contract.  The above statements come directly from the policy coverage brochure given to us.  This can be viewed at http://map.onlinehsa.com/pdfs/PAOH2013.pdf 
Regards,
[redacted]

The $75 deductible is due on the 8/3/14 claim that was filed as no failure was found by the technician.  The claim that was filed on 8/5/14 has been set up as a potential recall.  If an approved failure is found, then the deductible will be waived.

May 24, 2017         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No. 200216862; 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.   HSA apologizes for the frustration Mr. [redacted] has experienced.  I have reviewed HSA’s records with regard to the refrigerator issue.  On April 18, 2017, service was requested for the refrigerator and the request was dispatched to Amtec Services, Inc. to diagnose the issue.  On April 25, 2017, Amtec Services reported to HSA that the compressor and evaporator coil in the refrigerator needed to be replaced.  HSA authorized the repair and Amtec Services reported that the repair was completed.   On May 5, 2017, service was again requested for the refrigerator and the request was dispatched to Amtec Services to further diagnose the issue.  On May 15, 2017, Amtec Services reported to HSA that the refrigerator was cooling properly but that there was an issue with the refrigerator ice maker.  The technician has reported that the ice maker and water valve need to be replaced.  When Amtec Services is in possession of parts necessary to repair the refrigerator ice maker, the company will contact Mr. [redacted] to schedule an appointment.  If the customer has questions regarding the repair, he may contact Amtec Services at 770-248-0010 to discuss this matter.   Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.   [redacted]      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401

October 6, 2016       [redacted]...

Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214                  RE:       Haytham A[redacted]; HSA Plan No. [redacted]; Revdex.com Complaint Case No. 11739917   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.   I have reviewed HSA’s records with regard to the range issue.  On September 6, 2016, service was requested for the range and the request was dispatched to Ace Appliance Repair to diagnose the issue.  On September 12, 2016, Ace Appliance reported to HSA that parts had been ordered to repair the range.    On September 21, 2016, Ace Appliance reported to HSA that while attempting to install the replacement parts, the technician found that the unit was not able to be repaired.  Therefore, HSA agreed to replace the range.  Section D-2 of the warranty plan states that replacement shall be with systems comparable in features, capacity, and efficiency.  HSA is not responsible for matching dimensions, color or brand.   HSA’s Appliance Purchasing Department discussed replacement of the range with Haytham A[redacted] and offered the customer two options.  First, the customer could elect to have HSA order a replacement range to be delivered to the customer’s home.  Alternatively, Haytham A[redacted] could elect to accept cash in lieu of HSA’s cost of the replacement in the amount of $714.38.  Section D-2 of the warranty plan further states that HSA reserves the right to offer cash in lieu of repair or replacement based on what HSA would can expect to pay to repair the failure; this amount may be less than retail or less than the customer’s actual cost.   HSA’s records indicate that the customer elected to accept cash in lieu of HSA’s cost of the replacement.  The customer will receive reimbursement in the amount of $714.38 in approximately ten to fifteen days.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       Kimberly T[redacted]      Customer and 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. how will this credit get issued to me?
Regards,
[redacted]