Home Security of America

HSA hired the contractor and acknowledged the work would be covered on the phone on 05/03/ 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/that HSA claimed the work was not coveredAs 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 days after the work was authorized and completedIf the work was not covered, they should have claimed this prior to authorizing it on 05/03/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]

HSA is refunding the homeowner the $deductible and the check will go out tomorrow 7/14/

The claim is approved for the replacement of the compressor and currently the purchasing department is researching part availability Once the part has been located, the vendor will be notified of the next step

Due to the fact the warranty is in a non-cancellable state, the only way to cancel is through non-payment and you would typically be billed for about days, then the warranty cancels out and you will not be billed further

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

[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 Update: we have received the check from HSA We aren't completely satisfied, since this check won't be enough to actually replace the evaporator coil However since we're wanting to resolve this complaint and move on, we will accept the business response Regards, [redacted]

Per the HSA contract, the homeowner is responsible for the $trade call fee This is due at the time of service, whether the claim is approved or denied The $covers the technician's trade call fee for their services to come to the home HSA will not refund the homeowner for the $deductible

Unfortunately we would need a paid invoice to reimburse any customer for the work completedOnce this is provided we can process the reimbursement for youThis 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 -- 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 HSAIf, 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 workingThe 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,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] ***

As previously stated HSA covers for failures within days labor and days on parts The customers contract has since expiredIf they feel that the failure is due to the workmanship of the service provider they would need to contact them at ###-###-#### to remedy the situation If said problem would have not been the vendors issue then the customer may work with them as well if they choose to for any types of repairs and or replacements HSA considers this matter closed Thank you

January 12, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Kerry Q [redacted] & Mary Q***; HSA Plan No [redacted] Revdex.com Complaint Case No Dear Ms Juedes: 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 furnace issue On December 17, 2016, service was requested for the furnace and the request was dispatched to Temprite, Incto diagnose the issue On December 20, 2016, Kerry Q [redacted] and Mary Q [redacted] notified HSA that they had elected to have repairs completed by a company of their choosing Section D-of the warranty plan states that customers must notify HSA prior to repair or replacement This notification includes the requirement that HSA has the opportunity to speak with the service contractor prior to the implementation of any repairs Failure to do so may result in the denial of reimbursement for the expenses incurred by the customer On January 10, 2017, HSA received an invoice from the customers for the completed repair of the furnace In order to amicably resolve this matter, although not liable to do so, HSA has agreed to reimburse the customers’ cost of the repair with a deduction of the trade call fee in the amount of $that is rightfully due from customers for every trade call request Kerry Q [redacted] and Mary Q [redacted] will receive this reimbursement by check in approximately ten to fifteen days Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly Tiffany Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa [redacted]

HSA apologizes for the customers experience. HSA would like to send a 2nd opinion service provider out to the home and waive the $75.00 service call trade fee to obtain a new diagnosis for the customers furnace. The Service provider should be contacting them within the next 2 business... hours to schedule an appointment. Thank you

HSA is contacting the homeowner to discuss next step to get a service provider out to his home Homeowner will be contacted today

HSA apologizes for the long hold times in our peak timeA supervisor has assigned an associate to contact the customer to obtain their service providers information Thank you

HSA apologizes for the customers claim experience HSA would need to speak to the service provider to obtain a diagnosis to determine coveragesIf the service provider can call ###-###-#### an authorization associate will be more than happy to assist Thank you

HSA apologizes for the customers experience and the long hold times in our peak time. HSA has already refunded the customers $75.00 deductible as well as the cost of space heaters that they had purchased for a service gesture. This was paid out on 12/17/15 for $175.00, check # [redacted] . The... customers previous furnace was approximately 40 years of age and HSA and the service provider was diligently trying to locate the appropriate sized equipment to best fit the customers needs of their current home. HSA does apologize once again for the customers experience. Per the terms and conditions of the contract HSA is not responsible for parts and equipment delays or the items associated with the install of equipment such as installation modifications, permits as these are not coverable per the contract. The equipment was ordered and shipped to the local service providers shop as the proper size needed was not available locally. Thank you

HSA authorized for replacement of a circuit board that was under manufacturers warranty 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 [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 meI 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 informationAfter minutes on hold, the person answering took the information, responded to the business and got the work authorizedI owe my gratitude to the contractor for their flexibility to come back the same day and finish the jobHSA needs to staff their phones 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 HSA has provided us with a reimbursement check in an acceptable amount Regards, Amy ***

The homeowner has the base plan and due to the age of the furnace in the home, the vendor quoted several items needed to be modified and code upgrades to bring the furnace up to today's standards Even if the homeowner would have had the star upgrade, there are some items with set maximum aggregate amounts