Home Security of America, Inc.

[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 long hold times. HSA has not received payment for the contract and the homeowner would not be able to file a claim online until payment is received. If the contract was to be paid for at closing, then the homeowner should reach out to their real estate agent or
the closing company

February 13, Stacy *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Tom & Mechelle ***; HSA Plan No***; Revdex.com Complaint Case No1*** 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 the information provided by the customers from ARS for the replacement of the main shut off valve for a cost of $462.50. As stated in my correspondence dated January 27, 2017, ARS reported to HSA that the main shut off valve was leaking due to a force other than wear and tear and that the valve needed to be relocated. Section A-1-C of the warranty plan states that HSA will provide home protection coverage for authorized repair or replacement of component parts that fail due to operation failure. HSA will cover loss so long as the component parts become inoperative due to wear and tear. Based on the terms of the warranty plan and the diagnosis provided by ARS, I find that HSA rightfully denied coverage to repair the shut off valve. In order to amicably resolve this matter, although not liable to do so, HSA agrees to reimburse Mrand Mrs***’s cost to replace the main shut off valve in the amount of $462. The customers will receive this reimbursement by check in approximately ten to fifteen days. Therefore, this matter has been resolved. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly *** Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: 901-597-Email: ***

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
HSA requested a copy of the paid invoice for the repair of my air conditioner I forwarded a copy of the invoicetoday I am waiting to hear back if they will honor my claim or not Thank you for your work on my behalf!Regards,
*** ***

August 29,
Ms*** ***
Revdex.com of Wisconsin
WGreenfield Ave
Milwaukee, WI
RE: *** ***;
Revdex.com Complaint ID No***; HSA Reference No191730212,
Dear Ms***:
Home Security of America, Inc(“HSA”) is in receipt of your
letter dated August 25, 2016, regarding the above referenced complaint.
I have reviewed HSA’s records
regarding Mr***’s air conditioning claim.
On July 14, 2016, Mr*** placed the service request and HSA dispatched
*** *** HVAC LLC to diagnose the problem with the air conditioning
system. On August 1, 2016, the technician
with *** *** HVAC LLC reported to HSA that the evaporator coil was
leaking and the thermostat was improperly wired. The technician felt the failures were a known
issue prior to the start of MrSaphrie’s HSA plan on May 13, 2016. Section F-of Mr***’s HSA plan
provides that Coverage
does not apply in these instances; 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 performed by a qualified professional, the
defect or malfunction may qualify for coverage Therefore, HSA is rightfully not responsible or
liable for the repair or replacement of Mr***’s air conditioning system
However, in order to verify the diagnosis HSA dispatched
Carolina Air Heating and Cooling Incto run a second opinion service request on
the air conditioning system. On August
11, 2016, the technician with Carolina Air Heating and Cooling Increported to
HSA that the condenser coil and evaporator coil were corroded, rusty and
leaking. HSA approved the load
calculation testing needed per state code to proceed with the replacement of
the condenser and evaporator coil. Once
the load calculation testing has been completed and reported to HSA by Carolina
Air Heating and Cooling IncHSA will advise Mr*** of our position
regarding the replacement of the condenser and evaporator coil for the air conditioning
system under the HSA plan
Thank
you for your consideration
Sincerely,
HOME
SECURITIES OF AMERICA, INC
***
***
Customer
& Regulatory Claim Resolution Specialist

HSA apologizes for the customers experiences. The contract is non cancellable in the state of Wisconsin. There are no state provisions that override Section H, which means the contract cannot be cancelledThey are valid for year. Thank you

February 20, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** & *** ***; HSA Plan No188031282; 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 December 25, 2016, service was requested for the furnace and the request was dispatched to Quality Climate Heating & AC, Incto diagnose the issue. On December 28, 2016, Quality Climate Heating reported to HSA that the repair of the furnace had been completed In order to amicably resolve this matter, HSA has dispatched a service request to Quality Climate Heating to further diagnose the furnace. A trade service call fee is rightfully due from customers for every trade service request, in accordance with Section D-of the warranty plan. Quality Climate Heating has been advised that payment of the trade service call fee will not be due from the customers for this service request. Quality Climate Heating will contact Mrand Mrs*** to discuss scheduling an appointment. The customers may also contact the company at 608-290-to discuss scheduling. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Tell us why here

Thank you, This is very satisfactory and I am pleasantly surprised.
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,
*** ***

January 19, *
*** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Angela C***; HSA Plan No***; Revdex.com Complaint Case No Dear MsJuedes: 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 MrsC*** has experienced. I have reviewed HSA’s records with regard to the plumbing issue. On December 16, 2016, service was requested for a plumbing leak and the request was dispatched to A-Affordable Plumbing Company to diagnose the issue. On December 19, 2016, A-Affordable notified HSA that their office would not be able to diagnose the issue in a timely manner and HSA transferred the service request to Axis Plumbing. On December 20, 2016, Axis Plumbing reported to HSA that a portion of the hot water pipe needed to be replaced and HSA authorized the technician to complete the repair. On January 4, 2017, service was again requested for a plumbing leak and the request was dispatched to Axis Plumbing to further diagnose the issue. On January 6, 2017, HSA transferred the service request to AAA Flexible Pipe Cleaning Corporation at MrsC***’s request. On January 13, 2017, AAA Flexible Pipe reported to HSA that feet of plumbing piping needed to be replaced and HSA authorized the technician to complete the repair. AAA Flexible Pipe has reported to HSA that the plumbing repair has been completed. If the customer experiences a further issue with the plumbing, she should notify HSA so that the matter may be addressed. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly Tiffany Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: 901-597-Email: [email protected]

HSA maintains their stance on the reimbursement amount. Thank you

January 30, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Angela C***; HSA Plan No***; Revdex.com Complaint Case No Dear MsJuedes: 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 My previous correspondence accurately stated the information in HSA’s records, as well as HSA’s position. HSA strives to provide timely service to all HSA customers and apologizes that MrsC*** was dissatisfied with the service she received. As stated previously, HSA’s records indicate that the plumbing repair has been completed. If the customer experiences a further issue with the plumbing, she should notify HSA so that the matter may be addressed. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly Tiffany Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: 901-597-Email: [email protected]

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.]
Regards,
Latoya ***I had called HSA several times regarding the vendorThe vendor did not make me aware that any parts needed to be orderedWhen I called HSA no one could seem to help meI looked the company up that they sent to my house and they have a F rating with the Revdex.comIs this the type of business that HSA conducts? I am very displeased with the vendor and with HSAI have been a long standing customer with HSA and I feel they are doing very little to try and resolve my problemI am the customer and they are providing a serviceIf the customer has a problem it is the responsibility of HSA to solve it and they have not to date

The homeowner may use their own choice of Service Company to diagnose the failureIt should be a company that is licensed if that applies for this type of repair in their areaAfter the diagnosis has been done, but before any repairs have been made please have the technician call our number to speak with HSA. HSA must have the opportunity to speak with the technician for diagnosis prior to repairs being made or they may not be able to reimburse the homeowner for the expenses they incurThe Authorization Associate will ask some questions of the technician to determine the homeowner's warranty coverageThe homeowner is responsible for $ deductible for the drywall repair. HSA covers to bring the drywall to a rough finish as stated in the contract, Section FLimitations of Liability Providing access to a covered component or system other than plumbing or ductwork systemsHSA will pay to provide access to plumbing and ductwork systems through unobstructed walls, ceilings or floors only, and will return the access opening to a rough finish condition

June 1, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, 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 April 21, 2017, Cardinal Mechanical was dispatched to diagnose any problems with a heat pump system. The service contractor reported to HSA that the refrigerant was contaminated due to an improper installation and stated that the condenser and air handler were in need of replacement. Improper installations are not covered under the HSA plan and the claim was denied On May 10, 2017, HSA dispatched a second opinion company, HRS Heating & Cooling. The service contractor reported to HSA that the disconnect had been broken and that the control panel needed to be replaced in order to further diagnose the unit. HSA authorized the service contractor to replace the broken disconnect and the control panel. Unfortunately, it appears that HRS Heating & Cooling is declining to complete the covered repairs. Therefore, in an attempt to amicably resolve this matter, HSA will reimburse Ms*** for the replacement of the heat pump system. Section D-of the HSA plan provides 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 costOnce a failure has been diagnosed, subsequent failures to the same system will be exempt from coverage unless and until proof of repair is submitted to HSAProof shall include, but is not limited to, receipts verifying repair and/or replacement. Ms*** can expect to receive a check from HSA in the amount of $4,for the replacement of the heat pump system, based on the retail cost provided by Cardinal Mechanical, in approximately 14-business days. HSA does apologize for Ms***’s frustration regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist

September 14, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** M***; HSA Plan No0001597792; 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 My previous correspondence accurately stated the information in HSA’s records, as well as HSA’s position. HSA’s records indicate that the Appliance Purchasing Department has discussed the situation with the customers and has emailed information as well. Ms*** may contact the Appliance Purchasing Department by phone or email with the requested information. 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. 1) We were told the technicians we called in the evening when it was degrees out and we had an unsafe leak was an approved vendorIn the moment, with no heat and a leak, we made a decision we needed to make.2) Even if the vendor was not approved, how could the $reimbursement be determined as "the amount our vendor would have charged" without said approved vendor ever coming out or even talking to us or the technicians who had diagnosed the problem.3) The people who did complete the work are an established and reputable companyWe are not asking for more than we are owed nor trying to stiff anyone involvedWe made our warranty payments faithfullyWhen we needed the service for which we paid for, all we received was vague answers and hours of time spent on hold
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

In order for HSA to determine coverage, the unit would need to be cleaned so that the technician can determine what component parts are failing. Until this is done, HSA cannot determine coverage

February 3, Stacy *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Latoya ***, Revdex.com Case ID No***; HSA Reference No*** Dear Stacy ***: 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 January 24, 2017, HSA dispatched Miss Appliance Services, LLC to diagnose any problems with Ms***’s dishwasher. The service contractor has reported to HSA that replacement parts have been ordered and the company will contact Ms*** directly once the replacement parts have been received so that the covered repairs can be completed HSA’s records indicate that as of January 30, 2017, Ms*** opted to keep her HSA coverage which is due to expire on April 23, 2017. Section H of the HSA plan provides that the warranty is non-cancellable; and that should the contract be cancellable under the laws of the state where the contract holder resides, an allowable administrative fee will be charged upon cancellation. Please advise if it is still Ms***’s intent to cancel the HSA plan, and I will forward the request to HSA’s Cancellation Department for processing. HSA does apologize for Ms***’s frustration regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Lori *** Customer and Regulatory Claim Resolution Specialist

March 28, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***, Revdex.com Case ID No*** HSA Reference No.***-***-*** ** *** *** *** *** ** HSA
Reference No.***-***-*** ** * *** *** *** *J 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 With respect to Mr***’s HSA plan number***-***-*** on January 20, HSA dispatched Appliance Plus to diagnose and repair any covered problems with a dishwasher. Section D-of the HSA plan provides that if service work performed under this contract should fail, then HSA will make the necessary repairs without an additional trade call fee for a period of days on parts and days on labor. A recall was placed on February 21, and the service contractor was dispatched back to the home to diagnose and repair any covered problems according to the provisions of the above-referenced plan. No further problems were reported to HSA with respect to the dishwasher. If the dishwasher is not functioning properly, Mr*** may contact HSA’s Service Department directly at ###-###-#### to place a service request and a service contractor will be dispatched back to the home On February 23, 2017, Long Lane Home Services reported to HSA that the tub surround was leaking. Section E-provides that bathtubs, caulking, and/or grouting are not covered. With respect to Mr***’s water heater, HSA dispatched Long Lane Home Services to diagnose any problems. The service contractor reported to HSA that the water heater had failed due to wear and tear and needed to be replaced. HSA authorized the service contractor to complete the covered repairs. The service contractor reported additional charges for non-covered upgrades and/or modifications. Section F-provides that modifications charges necessary to satisfy the installation requirements of a new replacement unit are not covered. Therefore, Mr*** was responsible for the non-covered charges. In the alternative, HSA offered Mr*** the option of a cash reimbursement in lieu of the water heater replacement based on HSA’s costs. Section D-provides 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 costOnce a failure has been diagnosed, subsequent failures to the same system will be exempt from coverage unless and until proof of repair is submitted to HSAProof shall include, but is not limited to, receipts verifying repair and/or replacement. It appears that Mr*** accepted the cash reimbursement option and a check (#23029504) in the amount of $was sent to him on March 21, according to the provisions of the plan *** *** March 28, Page With respect to Mr***’s HSA plan number***-***-*** HSA dispatched two different companies to diagnose any problems with the pool electrical system. It was reported to HSA that four (4) motors and a thermostat needed to be replaced for the roof mounted exhaust fans. Section E-states that exhaust equipment mounted on the roof is not covered and the claim was denied. In an attempt to amicably resolve this matter, even though not liable to do so, HSA has waived the two (2) outstanding trade service call fees and Mr*** may disregard any billings that may cross in the mail for dispatch number***-***-***and dispatch number***-***-*** Mr*** may contact HSA directly at ###-###-#### for any further assistance and/or to place a service request on any covered item Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist

A supervisor has contacted the homeowner this morning at 11:am central time and advised that HSA overturned the denial of the furnace replacement. The homeowner is also aware of potential coverage and non-covered charges per the terms and conditions of the contractThe vendor has
appointment set up for Monday, October 5th