Home Security of America, Inc.

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,
*** ***

September 28,
*** ***
Revdex.com of Wisconsin
WGreenfield Ave
Milwaukee, WI
RE: *** ***, Revdex.com
Case ID No***; HSA Reference No***
Dear
*** ***:
HSA is in receipt of your
correspondence dated September 14, 2016, enclosing additional correspondence
from Mr***
HSA does apologize for Mr
***’ frustration regarding this matter.
Mr*** has requested reimbursement for his air conditioning repairs
completed by an outside company. Please
advise Mr*** to forward a copy of his paid invoice to my attention at *** for further review of this matter. Once I receive and review the requested
information, I will advise you of HSA’s position regarding this matter
Thank you for your consideration
Sincerely,
HOME SECURITY OF AMERICA, INC
*** ***
Customer and Regulatory Claim Resolution Specialist

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,
*** ***

This was being re reviewed by our purchasing department to re-research like kind and quality of unit and would get back intouch with the customer for his options. Thank you

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

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

February 23, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***, Revdex.com Case ID No***; HSA Reference No Dear *** ***: HSA is in receipt of your letter dated February 17, 2017, enclosing additional correspondence from Mr***. Per my previous letter dated October 10, 2016, Mr*** can expect to receive a check from HSA in the amount of $for the unauthorized air conditioning repairs in approximately 14-business days. Please be advised that HSA will not reimburse Mr*** for the $non-covered purchase of a comfort plan membership through the outside company. Therefore, it appears that this matter has been resolved and HSA will be closing its file. HSA does apologize for Mr***’s frustration regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** 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 ***, 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 ***

June 22, Ms*** *** Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: *** ***; Revdex.com Complaint ID No***; HSA Reference No Dear Ms***: Home Security of America, Inc(“HSA”) is in receipt of your letter dated June 19, 2017, regarding the above referenced complaint. HSA does apologize for Mr***’s frustration; however, the HSA plan allows for HSA to run second opinion service requests at our discretion and they are not limited to when HSA does not have a vendor to service an area. Section D-of Mr***’s HSA plan again provides that HSA reserves the right to obtain additional opinions at our expense On June 19, 2017, the technician with Quality Climate and AC Increported to HSA that he completed leak detection testing and found no leak on the air conditioning system. The technician recharged the air conditioning system with two (2) pounds of refrigerant and no other failure was found Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC *** *** Customer & 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

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,
*** ***

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
Upon reviewing the response from HSA in regards to my compliant, I am rejecting the response that has been issuedHSA records are definitely incorrect, yes, Budget HVAC did come to my home, the furnace had already been cleaned and he did recommend what size filters I needed, where they go and I immediately purchased themI called and spoke with Amanda after not receiving any communication from HSAShe apparently didn't have any notes on this matter, so she contacted a department that did, that spokes person told her that I had been denied because of dirty coils. With each service call being $and if I had to file a claim separately my out of pocket expense for me would have been substantialIt seemed that the issues that were developing were coming one right after another with no break in between. The technician was called to resolve a noise issue that was coming from the furnace and since he was here I felt it was a good opportunity for me to express some other concerns that I was experiencing with the furnaceWhen talking to him he mentioned it sounds like my concerns were the beginning stages for bigger issues that would eventually develop into something major down the roadHe shared with me do to the age of the furnace, replacement parts may be unavailable or there's a chance that the replacement part won't fit. MrCrowell agreed with the findings of the technician but he also noticed that furnace electrical circuit wasn't grounded nor was there no trap on the condensation linePreviously I submitted paperwork of his findings and I attached a letter stating in regards my position on my decision. Furnace and AC Issues: Noise coming from the storage area where the hot water tank and furnace are locatedIt sounded like a life support machine which turned out to be the condensation pump that was malfunctionedThe new one didn't fit it was loose in areas and too, not working correctly. The furnace was blowing irregularly with no heat most of the timeI purchased two space heaters and ran my electric fireplace in order to get some heat in my condo. I did contact ***, she informed me to scan the document and then email it to herI told her that I didn't have that capability right now. I then asked if she had a fax, she replied noSo the only alternative way to get what I had to her was by mail and that would of taken precious time that I didn't have. By the time HSA would of had someone to come out, evaluate the failures, diagnosis whether to repair or replace, would of wasted valuable time which I didn't have at this point. Time definitely wasn't on my side especially in the dead of winter I was cold, hurting, sick (bronchitis) with nothing left to do but to purchase a new furnace and a/cI was able to get it installed the next day due to the weather and availabilityThis wasn't an easy decision since I'm retired and living on a fixed incomeI personally don't have that kind of money just lying aroundBut it gives me a peace of mind knowing that I don't have to worry about fixing the old outdated furnace, health issues from it or even death. Sincerely,*** L***

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

[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 filter for the pool was denied due to the failure did not occur within the contract period and the air conditioner claim was approved. HSA cancelled the contract per the terms and conditions of the contract and the refund amount quoted to homeowner stands. The homeowner was emailed
the cancellation letter to be signed and returned to HSA

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

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

[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 apologizes for the delay in the claim and is having an associate call the vendor to get the diagnosis. Once they have spoken to the vendor, the homeowner will be contacted for status update