Home Security of America, Inc.

On 12/10/*** *** called to set up an apptwith me as directed by the Warranty Co. I questioned them in regard to if I was expected to pay them the $service fee, the lady said yes. After that call is when I declined the Warranty's offer. Since then I have received a 2nd call from *** *** and they reread the work order and they will not be charging me for the appt. The appointment is set for 12/16/2015. 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
Based on advice from an independent appliance service company, we purchased a new fridge HSA should advise how to initiate reimbursement for any costs related to the assessment of issues on the fridge and costs for a replacement Otherwise, it appears that HSA is willing to make no effort to resolve the issue
Regards,
*** ***

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, if I will be receiving the $in addition to the approved cash out amount of $for a total of $Please remit the entire payment amount all at onceSee attached the receipt.
Regards,
*** ***

HSA has spoken to the homeowner's vendor and confirmed that based on the customer's model number for the range, that part number *** would be the correct part number and stock is still available through *** to make the necessary repairs. The homeowner can choose to move forward with the repairs or take the cash out amount of $13.63. The part number listed on the customer's invoice is incorrect and HSA did confirm this with the homeowner's vendor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11409739, 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,
Ben ***

HSA is unable to offer coverage to the customer towards any repairs and or replacement of any systemThis is outside the terms and conditions of the customers expired contracts. The customers last known contract with HSA expired on 3/24/2011. 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
My complaint has nothing to do with either two sections of the contract that they mentioned My complaint has to do with thier refusal to authorize a company to complete the repair after days of them being unable to find another company to do so I called HSA while the company was here, and their customer service personell wouldn't authorize the repair, in fact, HSA didn't find another company to come to my residence until 10/21/16, who was unable to attend to the matter until an appointment on 10/28/16, days after the claim was initiated.This is not satisfactory, thier refusal to allow another company to complete the repair after days of equipment failure is unsatisfactory
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
***Just waiting for the response from HSA after they speak to the roofing contractor, per their most recent reply to this complaint
Regards,
*** ***

February 2, Stacy *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Monica ***, Revdex.com Case ID No***; HSA Reference No.*** Dear Stacy ***: HSA is in receipt of your letter dated January 27, 2017, enclosing additional correspondence from Ms*** Ms*** has indicated that she wishes to accept the cash reimbursement previously offered in lieu of the water heater replacement. In an attempt to amicably resolve this matter, HSA has waived the invoice requirement and a check in the amount of $will be sent to Ms*** in approximately 14-business days. There will be an exclusion placed on any future water heater coverage until HSA receives a copy of an invoice documenting that the water heater has been replaced and is in good working order. In a final attempt to amicably resolve this matter, even though not liable to do so, HSA will also reimburse the trade service call fee that is normally due. Ms*** can expect to receive a check from HSA in the amount of $in approximately 21-business days. Therefore, it appears that this matter has been resolved and HSA will be closing its file. Should Ms*** require any further assistance, she may contact the Service Department directly at 1-800-776- Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Lori *** Customer and Regulatory Claim Resolution Specialist

June 9, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***, Revdex.com Case ID No12185299; 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 Mr***’s HSA plan became effective on March 17, and is set to expire on March 17, 2018. On March 31, 2017, Mr*** placed an automated service request for a furnace and ductwork system that were not working and Always Heating & Cooling Company was dispatched to diagnose and repair any covered problems. 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. Please be advised that no further problems were reported to HSA by the service contractor and/or Mr*** On May 30, 2017, Mr*** contacted HSA directly to advise that he replaced his furnace and requested a refund. Please be advised that HSA will not reimburse for services performed without its prior approval and that a trade service call fee is due for each trade service request submitted to HSA according to the provisions of Section D-1, Section D-2, and Section D-3. Please be advised that the trade service call fee is due for each call dispatched, including but not limited to, calls wherein coverage is (in whole or in part) granted, excluded, limited, or denied. However, in an attempt to amicably resolve this matter, even though not liable to do so, HSA will reimburse the trade service call fee that is normally due. Mr*** can expect to receive a reimbursement in the amount of $in approximately 21-business days. HSA denies any further liability with respect to this matter and will be closing its file. Mr*** may contact HSA directly at ###-###-#### to place a service request on any covered item and a $trade service call fee will be due upon request for service Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist

This is the coverage for plumbing as specified within the homeowner's warranty; “INTERIOR” PLUMBING SYSTEM - COVERED: leaks and breaks of water supply lines, gas lines, drain and waste lines, polybutylene piping; drain line routing with rotary machinery (excludes camera diagnosis and hydro-jetting to clear the line) through an accessible cleanout, p-trap, drain or overflow access points; pressure regulators, wax ring seals; toilet fixture and water tank (replaced with builder’s standard as necessary);parts within the toilet tank, in-line shut-off valves, risers leading into: sinks, tubs and toilet; primary sump pump for pumping water only; singlepoint instant hot water dispenser including casing, element, wiring and valve; whirlpool bathtub pump and motor assemblyNOT COVERED: ejector/lift pumps; hose bibs, faucet and shower head assemblies and their respective “Component Parts” including valve for shower/tub diverter, trip levers, tub stopper assembly and sink passembly; basket strainers, shower base pans, shower enclosures or doors, sinks, tubs, drain tile/French drains, sprinkler systems; water well/cistern or septic systems and components; water softener, water filter/purifier, bidets, failures due to salt, mineral beds or deposits; caulking, grouting, or tiles; lines or parts lying within an unheated area; drain line stoppages caused by roots; HSA is not responsible for installing a clean-out or pulling/re-setting a toilet to access a drain line stoppage; routing through roof vents is not covered."The warranty specifies coverage for leaks and breaks of water supply lines and lists the faucet itself as a non-covered componentWe understand the homeowner is frustrated as the claim is not covered, but HSA maintains it's stance on this claim and considers this matter closed

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.]I have reviewed the *** *** series furnace, the unit being offered as a replacement, and find that this is a builder grade furnace with very many complaints by owners regarding noise, leaking of water, loudness, and breakdownsMost of the reviews were from owners who had this unit placed into newly constructed homesProblems occurred very often within years of installationMy home is a $300,beautiful home that will require a much better, more reliable unit. If I had known from the beginning that I would be expected to accept a basic, builder grade furnace for my beautiful home, I would never have accepted the HSA warranty prior to purchase. I am incredibly disappointed in the HSA program and the process one must endure to get a claim completed.I will have to decline the replacement furnace being offered and proceed with a cash out completion to this claim.
Regards,
*** ***

As previously stated -
HSA has reimbursed $on 02/16/check # payable to the customer for the refrigerator claimThank 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.]
Regards,
*** ***

December 9, *** *** 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 November 21, 2016, HSA dispatched Sears to diagnose any problems with Mr***’s refrigerator. The service contractor reported to HSA that the evaporator coil and compressor had failed due to wear and tear and needed to be replaced. HSA authorized the service contractor to replace the faulty evaporator coil and the compressor. Unfortunately, it appears that the replacement compressor was defective and had to be reordered from the manufacturer. The service contractor will contact Mr*** directly to schedule an appointment once the replacement has been received. Section F-of the HSA plan provides that HSA is not responsible or liable for repairs related to manufacturer defects. Section F-states 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. However, in an attempt to amicably resolve this matter, even though not liable to do so, HSA is willing to reimburse Mr*** up to $125.00, upon receipt of a paid invoice, for the purchase of a dorm sized refrigerator and/or rental unit. Mr*** may forward a copy of a paid invoice to my attention via fax at ###-###-####; or via email at [email protected], for reimbursement purposes. 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

Per the terms and conditions of the contract, accessing through stucco is not covered See Limitations of Liability: number : 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 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 ductwork failure requiring access through concrete, stone, rock or brick is limited to $aggregate for total repair including access, diagnosis, repair and/or replacement, even if the primary failure is not located within the concrete, stone, rock or brick

January 6, *** *** *** Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE:
Collin W***; Revdex.com Complaint ID No11908901; HSA Reference No***
Dear *** ***
Home Security of America, Inc(“HSA”) is in receipt of your letter dated January 3, 2017, advising of the above referenced complaint. The letter has been forwarded to me for review and response I have reviewed HSA’ records regarding MrW***’s dishwasher and refrigerator claim. The HSA plan coverage became active on December 8, 2016. On December 12, 2016, MrW*** placed the service request for the dishwasher and refrigerator and on December 13, 2016, HSA dispatched Sears to diagnose the problem with the dishwasher and refrigerator. On December 20, 2016, the technician with Sears reported to HSA that the drain pump, drain hose, and sump for the dishwasher had failed and advised HSA that in his professional opinion the failure was detectable for the start of the HSA plan. Section F-of MrW***’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 and/or replacement of the dishwasher MrW*** disputed the diagnosis and HSA found no HSA authorized service contractors to run a second opinion service request on the dishwasher and refrigerator. Therefore, based on the information in HSA’s possession, the appliance claim was rightfully denied MrW*** requested the cancellation of the HSA plan Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC Marcy Cody Customer & Regulatory Claim Resolution Specialist

The claim is denied due to the failure being caused by a cleaning issue. The a/c condensate line was ran into the p-trap and the p-trap was cloggedThe vendor recommended cleaning to the p-trap and this re-run the condensate line. Theis is not a coverable service under
the HSA contract

January 20, Stacy Juedes Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Mahlon ***, Revdex.com Case ID No***; HSA Reference No*** Dear Stacy Juedes: Home Security of America (“HSA”) is in receipt of your letter dated January 14, 2017, advising of the above referenced complaint. Your letter has been forwarded to me for review and response Mr*** placed a service request for a septic system that was not working. Unfortunately, HSA was not able to locate a service contractor to perform service. HSA then offered Mr*** the option of hiring an outside company to diagnose the septic system and he would be reimbursed for any covered repairs. Mr*** declined HSA’s offer and requested to cancel his HSA plan. Please be advised that Mr***’s HSA plan has been cancelled for a full refund of the paid contract fees and is now considered to be null and void. HSA does apologize for Mr***’s frustration regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Lori *** Customer and Regulatory Claim Resolution Specialist

The professional opinion of the technician is how HSA determines the coverage per the terms and conditions of the contract. The technician is an expert in that field and diagnoses what he observes. The technician found a drain line leaking above the water heater due to the nut to
tighten the gasket was missing completely. HSA does not cover to replace something that is missing. He also found that the water on top of the water heater was not due a leak with the water heater, but water from the drain line leaking above the water heater. Finally, the leaking shower head was a failure that has been occurring for quite some time due to the amount of water it was leaking and did not occur within the contract period. Based on the information,we received from the technician, the denial of these claims stand