Home Security of America, Inc.

April 12, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***; HSA Plan No207097812; Revdex.com Complaint Case No*** Dear Ms***: 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 customer’s complaint. Ms***’s warranty plan renewed for an additional coverage term of one year on March 30, 2017. The warranty plan renewal price was $959. Monthly payments in the amount of $were scheduled for the thirtieth day of each month. The customer contacted HSA regarding the price of the warranty plan and HSA agreed to waive $of the warranty plan renewal cost. This waiver has been applied to the monthly payments due for April, May, and part of June’s payment. Therefore, the customer’s monthly installment cost will be $and payment in the amount of $is currently due for March’s installment. However, monthly payments will not be due for April or May and payment in the amount of $will be due on June 30, 2017. On July 30, 2017, monthly installments in the amount of $will resume for the remainder of the coverage term. If the customer elects to cancel her warranty plan, she should notify HSA to do so. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC

HSA apologizes for the delay in the claim process. HSA has approved the claim for the cost of the chrome builders standard faucet per the terms and conditions of the contract. If the customer would like to proceed further with replacement of that they may contact the vendor @
###-###-#### to schedule an appointmentIf the customer choosed to replace the faucet with the same likeness as they currently have they would need to discuss cost variances with the vendor as well. Thank you

After further review of the claim, the offer would stand. The manufacturer does not make original parts any longer, however does rebuild the existing part which is proper per manufacturers specifications as well as proper per the terms and conditions of the contract. It clearly states
that rebuilt parts may be used. HSA would not be replacing the unit HSA also reserves the right to repair vsreplacement.The repairs have been approvedThank you

A Supervisor is currently working on the customers claim to determine what amount is going to be reimbursed per the terms and conditions of the contract

After further review, all the plumbing claims have been finalized and reimbursement check was mailed out on 02/29/Check # ***. HSA did adjust to pricing for what we would have paid an affiliated vendor. 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
It's been two weeks, yet HSA has still failed to follow through with what they said they would I have not received a phone call from management expressing they are sorry for what has transpired, nor have I received a refund from HSA's vendor from the money they took for services that were not preformed or needed I had hoped HSA would quickly fix this problem with their vendor, but HSA has failed to remedy anything so far I'm loosing faith that HSA is willing to do what they said and get this problem resolved This has been going on for almost two months now without anything being fixed, and I have to wonder if other HSA customers are being taken advantage by this company If HSA cares more about a vendor willing to lie and take money for services that were not performed or needed than their customers, then I will not look at being a customer in the future
Regards,
*** ***

October 10,
*** ***
Revdex.com of Wisconsin
WGreenfield Ave
Milwaukee, WI
RE: *** ***, Revdex.com
Case ID No***; HSA Reference No
Dear ***
***:
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
On September 19, 2016, Mr*** placed a service request for an
air conditioning system that was not working and *** Mechanical, LLC was
dispatched to diagnose and repair any covered problems. On September 30, 2016, Mr*** contacted
HSA requesting to be reimbursed for air conditioning repairs completed by an
outside company. Mr*** did not
contact HSA to request expedited services or that the service contractor had
not scheduled an appointment. HSA will
not reimburse for services performed without its prior approval and the reimbursement
request was denied according to the provisions of the plan
In an attempt to amicably resolve this matter, even though not
liable to do so, HSA is willing to review an invoice describing what
malfunctions were found with the air conditioning system, what work was
performed, and an itemization of the total costs incurred for possible
reimbursement of any covered items. Mr
*** may forward a copy of an itemized invoice to my attention via fax at
###-###-####; or via email at [email protected]. Once I receive and review the requested
invoice, 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

On July 30, the homeowner chose to take the cash out option for reimbursement up to $767.53. HSA needs a paid invoice from the homeowner to process the reimbursement. This can be faxed to ###-###-#### or emailed to ***

October 31,
*** ***
Revdex.com of Wisconsin
WGreenfield Ave
Milwaukee, WI
RE: *** ***, Revdex.com
Case ID No.***; HSA Reference No
Dear ***
***:
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
The records indicate that Ms*** previously accepted HSA’s
reimbursement offer in lieu of the covered oven repairs; and that a
reimbursement check (#22852139) in the amount of $was sent to Ms***
on August 2, 2016. No further problems
have been reported to HSA and we will be closing our file. Ms*** may contact HSA’s Service Department
directly should she require any further assistance regarding this matter
Thank you for your consideration
Sincerely,
HOME SECURITY OF AMERICA, INC
*** ***
Customer and Regulatory Claim Resolution Specialist

After review of the claim, HSA did approve for repairs. If the customer is indicating that the service provider has made damages, they would need to mitigate that directly with the service providerHSA does not extend warranties
They are valid for year. The customer has the
opportunity if solicited to renew for another year
Thank you

HSA apologizes for the custoemers experience in the claim process. The claim has been approved fro $and paid out on March 1, to the customer. HSA also reimbursed the customer her $service call trade fee on March 4, 2016. Thank you

The claim was approved on 7/21/and the reimbursement check of $went out to the homeowner on the same day

HSA is contacting the vendor to see if they have a diagnosis on the wiring issue. If the vendor did not inspect the outdoor unit then this will be a new failure and there will be another $deductible due. HSA will contact the homeowner once we have spoken to the vendor

HSA advised the homeowner that we do not have a reported failure of the evaporator coil, only with the condensing unit. HSA does not replace component parts that are not failing. The homeowner approved the non-covered items and is proceeding with HSA vendor for appropriate repairs

The homeowner should have the vendor they used for the repair to call HSA, so HSA can review the cost, if any, that is associated with the manufacturer's warranty for the water heater

HSA apologizes for the delay with the claim. HSA has already paid for the equipment as the equipment was already received by the vendor. The next step would have been the vendor would have called the customer directly to schedule the installation

August 31,
*** ***
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 enclosing additional information from *** ***
Again,
HSA does apologize for Ms***’s frustration regarding this matter. However, my previous correspondence dated August
26, 2016, accurately and correctly stated HSA’s position regarding this
matter. HSA’s position does remain
unchanged.
HSA
authorized Air Pro Heating & Cooling to replace a faulty two (2) condensing
unit and a two (2) ton evaporator coil with a new two (2) ton condensing unit
and a new two (2) ton evaporator coil.
HSA does not replace brand for brand.
Section D-provides that replacement shall be with systems comparable
in features, capacity, and efficiency.
HSA is not responsible for matching dimensions, brand, or color. As previously stated, Ms*** is
responsible for the non-covered charges as the optional Star Upgrade coverage
was not purchased for an additional fee as provided for in Section E-of Ms
***’s HSA plan.
In
the alternative, Ms*** was offered the option of a cash reimbursement
in the amount of $1,151.97, upon receipt of a paid invoice, in lieu of the
condenser and evaporator coil replacement based on HSA’s costs. Section D-states that HSA reserves the
right to offer cash in lieu of repair or replacement based on what HSA can
expect to pay to repair the failure (parts and labor); this amount may be less
than retail or less than your actual cost.
Please be advised that HSA will not provide its confidential pricing
guidelines contracted with its suppliers and/or service contractors
As
previously stated, Ms*** can allow Air Pro Heating & Cooling to
replace the condensing unit and the evaporator coil and be responsible for the
non-covered charges; or Ms*** can hire a company of her choosing and
be reimbursed in the amount of $1,upon HSA’s receipt of a paid invoice
documenting the replacement of the condensing unit and evaporator coil. Ms*** may contact HSA directly at
1-800-776-to advise of which option is decided upon so that this matter
can be resolved according to the terms of the HSA plan. This is HSA’s final decision and we will be
closing our file
Thank
you for your consideration
Sincerely,
HOME SECURITY OF AMERICA,
INC
*** ***
Customer and Regulatory Claim
Resolution Specialist

A supervisor will be calling the homeowner to discuss options

November 30, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Tracey D*** & Jeff D***; HSA Plan No188967162; Revdex.com Complaint Case No Dear Ms***:
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 November 8, 2016, service was requested for the furnace and the request was dispatched to Comfort Master to diagnose the issue. On November 14, 2016, Comfort Master reported to HSA that the furnace needed to be maintained to repair the issue and that the safety switch needed to be replaced. The technician ordered the necessary parts to repair the furnace. On November 16, 2016, Comfort Master notified HSA that the customers had replaced the furnace through a technician of their choosing. In order to amicably resolve this matter, although not liable to do so, HSA agrees to review an invoice for the replacement of the furnace. The requested information should include a breakdown of the costs incurred for the replacement, as well as the technician’s diagnosis of what caused the failure. The cusotmers may forward this information to me through the Revdex.com, by facsimile at ***, or by email at ***,. When I have received and reviewed the requested information, I will further advise the customers of HSA’s position. On November 21, 2016, Tracey D*** and Jeff D*** requested to cancel the warranty plan. Section H of the warranty plan states that it is non-cancelable by either party. To amicably resolve this matter, however, HSA cancelled the warranty plan at the customers’ request. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly *** Customer and Regulatory Claim Resolution Specialist *** *** *** *** *** ***
*** ***
*** *** ** *** ***

As previously stated on 1/6/2016 HSA did approve for the replacement of the customers water heater. With the replacement in the customers area there were some items necessary that needed to be done to bring the new unit up to code and installation modifications and permit pulledThe Contract does not cover for any of these items, but does cover for standard labor and the like kind and quality of equipment. The customer did not agree to any of these non covered items payable to the HSA preferred vendor and chose to take the cash out option and move forward with an outside contractor for replacement. Thank you HSA would consider this matter closed