Home Security of America, Inc.

HSA apologizes for the delay in the claim and will refund the homeowner the $deductible and $of the non covered charges due to the delay as customer service gesture. The check will be mailed to the homeowner on Monday, 8/10/

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

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,
*** ***

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,
*** ***

The denial stands due to the failure of the furnace was caused by lack of maintenance, which is not covered under the HSA warranty. HVAC systems do need to be cleaned and maintained at least once to year. The technician stated that this unit had not been cleaned in
years, which resulted in the failure

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

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
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,
*** ***

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 apologizes for the long hold times the homeowner has experienced and is having a supervisor call the homeowner

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

January 10, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***; HSA Plan No196903922; 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 HSA apologizes for the frustration Mrs*** has experienced. I have reviewed HSA’s records with regard to the refrigerator issue. HSA has agreed to replace the refrigerator. Section D-of the warranty plan states that replacement shall be with systems comparable in features, capacity, and efficiency. HSA is not responsible for matching dimensions, color or brand HSA has contacted Mrs*** and has offered the customer two options. First, the customer could elect to order the replacement refrigerator offered by HSA in accordance with Section D-of the warranty plan. Alternatively, the customer could elect to accept cash in lieu of HSA’s cost of the replacement refrigerator up to the amount of $743.45. Section D-of the warranty plan further 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 the customer’s actual cost HSA’s records indicate that Mrs*** has elected to accept cash in lieu of HSA’s cost of the refrigerator replacement up to the amount of $743.45. If the customer has questions, she may contact HSA at 800-818-to discuss the matter. Thank you for your consideration Sincerely, 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
I accept when terms (1.) and (2.) are met
HSA provide notice to *** *** of name and address of the title company refund check will be mailed to and;
2. HSA provide notice to *** *** of date and time refund check mailed to stated title company
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
[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,
*** ***

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

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

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
The reason I would like that addition $is because the people on the phone from HSA LIED to meI asked very specifically what was involved in getting the replacement washer and explained how the washer and dryer were set upI explained that there was un-stacking and restacking involved and the person said instillation would be includedThe team showed up with the washer and told me they wouldn't install itI called HSA and the person I spoke with didn't really seem to careIn fact NOBODY at that company seems to careEvery time I hear from them I'm told to wait longer and longer for my reimbursementUnacceptableThe company lies and cheatsIf they had any sense of good service they would have issued a new check immediately after realizing they had made a check out to the people buying my old house and not meI can't believe how hard and fast they are holding to this to save $After everything they have done that is wrong I am just asking for a full reimbursement seeing as how they have lied from the start
Regards,
*** ***

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

HSA apologizes for the customers experience in the heating claim. When the customer chooses to upgrade to an alternate unit and take a cash out, HSA must contact the vendor to determine if there is any more money owed to the vendor above and beyond the $deductible that was collected at
the time of the Service call visit. On this particular claim the vendors current LTD was $leaving an additional to be payable to the vendor. This leaving a balance left on the claim for a cash out amount of $ for the customer to be reimbursed on any upgraded system. Thank you