Home Security of America, Inc.

HSA apologizes for the long hold times the homeowner experienced. The reimbursement check for the $minus the $deductible was mailed out to the homeowner today, 9/14/

August 26,
Revdex.com of Wisconsin
*** ***
Lead Trade Practice Consultant
RE: *** D***,
Revdex.com Case ID No***; HSA Reference No***
Dear ***
***:
Home Security of America (“HSA”) is in receipt of your correspondence
advising of the above referenced complaint.
Your correspondence has been forwarded to me for review and response
*** D***’s HSA plan became effective on July 28, and
is set to expire on July 28, 2017. On August
19, 2016, a service request was placed for a refrigerator that was not
working. Unfortunately, it appears that
HSA was unable to locate a service contractor to diagnose any problems. Therefore, HSA authorized *** D*** to hire
an outside company to diagnose any problems with the refrigerator and be
reimbursed for any covered charges.
*** D*** was advised that the outside company would need to
contact HSA directly with a detailed diagnosis and estimate prior to completing
any repairs. Section D-of the HSA plan
provides that if HSA cannot provide a
contractor for you, HSA will approve the use of a contractor outside of
its networkWe have the sole right to determine if items will be repaired or
replacedUnless specifically identified elsewhere in this contract,
replacement shall be with systems comparable in features, capacity, and
efficiency; HSA is not responsible for matching dimensions, color, or brandSection
F-provides that 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
itselfConditions 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 equipmentAny
damage alleged to be caused directly or indirectly by the services or the
timeliness of the services provided by us
On August 22, 2016, *** D*** contacted HSA to report that
Sears was not available until Thursday, August 25th. It appears that *** D*** declined the Sears
appointment and the outside authorization previously offered. Please be advised that *** D*** can
either accept an appointment from Sears; or hire an outside company to diagnose
the refrigerator and be reimbursed for any covered charges. In the alternative, HSA is willing to cancel
*** D***’s HSA plan for a full refund of the paid contract fees. *** D*** may contact HSA directly at
###-###-#### to advise of which option is decided upon. HSA does apologize for *** D***’s
frustration regarding this matter
Thank you for your consideration
Sincerely,
HOME SECURITY OF AMERICA, INC
*** ***
Customer and Regulatory Claim Resolution Specialist

HSA apologizes for the customers experience in the claim. An associate will follow up with the vendor and the customer to determine if the unit is repairable or the unit will need to be replaced. Thank you

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** *** I will get information on the repairs for the wall but it may take a few days Also, I finally talked to a wonderful employee of yours on the phone yesterday *** *** She should really train other of your team members in handling an agitated person She was so calm with me and so willing to help out and find a compromise I really appreciate people like her. Thank you ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 is offering to reimburse me for repair charges paid to SearsAs stated in my original complaint I was not charged by Sears as they cancelled the service call because they could not reach a representative with HSA. HSA is offering me another vendor to schedule an appointment to inspect the dishwasherThe issue with that is that I have already had the dishwasher inspected by Sears but HSA refuses to accept that appointment even though they gave me outside authorizationThen due to the hold time at HSA I was not able to complete the outside authorization. I do not have any more time to take off from work to resolve this matter. I cannot wait for a vendor to fit me into their scheduleHSA caused delays from the beginning of this matter and are continuing to delay the repairs to my dishwasher. At this point the next step needs to be for HSA to authorize replacement for my dishwasher or accept the diagnosis I have from Sears and authorize the parts to be ordered so they can be installed and my dishwasher can be repaired. Thank you
Regards,
*** ***

A cashout for the amount up to $of the coverable expenses was approved by HSA on 6/17/15. The homeowner would need to send in a paid invoice for the services provided in order for the reimbursement to be processed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
For your reference, details of the offer I reviewed appear below
[first: "thick" not "think"second: The parts listed where for routine maintenance of the boiler including filters a new check valve Nd a slider to control the air ratio and position the igniterit is my beleaf the boiler gave out and the bolt brokeriver cities "opinion" in the court of law is substantial at bestand holds the same as Keils who stated a regular maintance was all that was donealso the maintance was witnessesed by three people who all state NO Damage occurred as a result of Keil! once again ALL documentation states otherwise, even that of *** ***To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

The reimbursement for the $deductible was mailed out 9/28/with check #***. HSA does need a copy of the paid receipt for the reimbursement of $to be processed

Revdex.com:
I have reviewed the response made by the business in reference
to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Unfortunately, I cannot accept the business' response, as there still continues to be no responseHSA stated to your office on August 10th that they will contact the vendor, the vendor will call back, and the homeowner will be contactedIt has been days since that reply and I have not been contacted.To be honest, if this were a traditional property insurance claim, it would follow the very definition of bad faith claims handlingWho operates a claims department that cannot be reached and will not even reply to a customer who has had to escalate a matter to the Revdex.com?My appreciation for your assistance,*** ***
** *** ***
*** ** ***
Regards,
*** ***

HSA apologizes for the delay in the claim processThe vendor was contacted by HSA on 8/18/and the claim was approved for repair of the a/c unit

The homeowner can have her second opinion technician call the vendor hotline at ###-###-#### to submit his findings and HSA will review the claim at that time

HSA apologizes for the delay with this claim and will be refunding the homeowner the $deductible. The check will be mailed out tomorrow. HSA records show that the parts were delivered to the vendor on 7/8/and HSA has left as voicemail with the vendor to contact the homeowner to
schedule to repairs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I filed a complaint earlier on HSA trying to get them to fulfill their end of a contractThey agreed to pay me $as stated below It has been a month now and I still have not received payment"MESSAGE FROM BUSINESS: "Per the technician, the leak is within the foundation wall, it is a concrete encased pipe that is leakingPer the HSA contract, section F, number Providing access to a covered component or system other than plumbing or ductwork systemsHSA will pay to provide access to plumbing and duct work systems through unobstructed walls, ceilings or floors only, and will return the access opening to a rough finish conditionHSA is not responsible for moving obstructions including, but not limited to, buiappliances, systems, cabinets, tile and floor coverings or pulling and resetting a sink, shower or bathtub to access a failureAny plumbing or duct work failure requiring access through concrete, stone, rock or brick is limited to $aggregate for total repair cost including access, diagnosis, repair and/or replacement, even if the primary failure is not located within the concrete, stone, rock or brickHSA would approve the $aggregate per the terms and conditions of the contractHSA is unable to find an excavating company for the homeowner, so the homeowner can use a company of his choice, who is licensed to do this type of repairs"
Desired Resolution:$as promised by business
Regards,
*** ***

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

HSA understands the customers concerns in regards to the furnaceThe first failure was for a defective capacitor and that claim was approved for replacement of the capacitor. The second claim the technician did not find any failures with the furnace but did indicate the ductwork needed
cleaned. The last service call visit the technician found multiple parts failing, control board, thermostat, limit switch and a hot surface ignitor. HSA has approved the claim for those repairs and given the vendor authorization to proceed. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.As someone who works in the Insurance industry and has to abide by policy/ contract language for failure to do so could result in a bad faith claim, I find it interesting that you all write your own contract/policy outlining what is specifically covered, not covered and definitions to fit that criteriaHowever, you do not follow the own contract you writeThe language of the policy states 24-hours, under circumstancesnow I would ask you to rethink your "circumstance" languageThis is not bolded or defined in your contract so it is subjectiveWhen I state that my family, more specifically my year old boy that suffers from asthma was put into a position of taking on more breathing treatments due to us having all windows in our home open in degree weather I ask to you, does that seem "normal" to you??? Define normalIt is not reasonable that I have to use your provider that you cannot guarantee their outcome though if I were to use my own certified provider you cannot guarantee reimbursementTHAT IS MISLEADING...HOW IS THAT NORMAL? My family was displaced for weeksSince I work in the insurance industry I know that my HO (homeowner) policy would not cover displacement while not covering a loss covered under my policy so you are wrong...againThe whole point of this complaint is that you are misleading to AmericaYour policy language that YOU wrote is misleadingYou don't inspect property "covered" within 24-hours, you don't analyze the inspection results within 24-hours, you don't respond to the covered parties (that would be me, the holder of this contract), you don't send a second person to re-inspect property within 24-hours and you don't replace or repair as you say you will in 24-hoursIf you know that you can't keep to your policy language, why would you have said policy languageAnd thank you so very much for thinking of my sonNot once when I or my husband spoke to a customer representative did anyone try and empathize with our situationThat is called customer serviceYou may not in the end be able to change the result but you can sure try and empathize with the customerJust in case anyone cares, he is doing much better under the cool circumstancesIf you are going to provide a contract/policy you need to actually follow itIf in the insurance world we didn't do what the contract states we will do, we could receive fines and or risk litigationYou should think about that tooRisk litigation for misleading AmericaSounds like a quick way to go out of businessTo resolve my complaint, I would be willing to accept reimbursement for the $out of pocket that we were charged for "things not covered under the policy." If you all can't keep your end of the contract, why should we??
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Unfortunately, the response while having some truths also contain factual errors as well. Beginning with my initial claim - while I filed one on line that was due to not being able to contact a representative. Once that initial contact was made and a dispatch number provided for Hutchinson to complete the work, the representative was to delete the online claim. There are additional issues with their statements as well. I continue to believe that HSA home warranty did not handle this claim appropriately and in a timely fashion and that due to their actions or inactions, I have incurred significant utility expenses over an above the contracted reimbursement amount.
Regards,
Megan ***

As a service gesture, HSA will reimburse the homeowner the $deductible and the check will be mailed out on Monday , June 29th

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

The failure to the PRV was a denied claim as the failure was caused by lines being frozen due to the unit being shut off. This is not something that HSA provides coverage for as it is not wear and tear. HSA has sent a check for $on 5/28/