Home Security of America, Inc.

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,
*** ***

HSA can honor the homeowner's request to cancel per Section K of the contract. The refund is prorated and there is a $cancellation fee applied making the refund $81.54. A cancellation letter has been sent to the homeowner to sign and return for the refund to be processed

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

[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 meI am awaiting the check in the mail
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
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,
*** ***

The claim was approved for replacement of the customers refrigerator. The customer chose the cash out option and refund for $will be payable on 02/16/Thank you

As previously stated, I was willing to accept their pittance of a settlement once the check had been deposited and funds are availableThe check has now cleared and funds are available, hence this matter is closedHowever, HSA is a horrendous company that does not honor contractsOur only cold comfort is that at least we did not pay for our contract, our seller did, may she rot in hellWhen we sell our home in a few years, we will be sure to let our buyer know of the awful experience we had with HSAWe have already let all friends, family, and colleagues know of our experiences in trying to get this company to honor covered parts and hold up their end of a contractThere is no way we would ever shell out $for the privilege of being ignored and stolen from by bottom of the barrel contractors, and their office personnel are just as unhelpful.
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,
*** ***

The homeowner was left a message on 6/11/at 10:am to call HSA to give authorization for the vendor to access the failure though drywall. The homeowner called back on 6/11/at 8:pm and did not give authorization to proceed with claim and wanted to cancel contract. HSA advised
that the contract is non-cancelable

The denial stands as previously stated, this is something the contract does not offer coverage for. The $covers the trade call fee for the vendor to come out to the home for diagnosis of the failure. HSA 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.]
Regards,
Betty *** I will respond once I receive the check for $750.00. I do not trust the process yet

December 20, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***, Revdex.com Case ID No.***; HSA Reference No Dear *** ***: HSA is in receipt of your letter dated December 15, 2016, enclosing additional correspondence from Mr*** Per my previous correspondence, HSA was 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. HSA received a copy of Mr***’s paid invoice in the amount of $and Mr*** can expect to receive a check from HSA in the amount of $in approximately 7-business days HSA’s records also indicate that HSA has authorized the replacement of Mr***’s refrigerator and the Purchasing Department will be assisting Mr*** directly with respect to the refrigerator replacement. Therefore, HSA will be closing its file. Mr*** may also contact the Purchasing Department directly at 1-800-326-(option 3), or via email at [email protected], for any further assistance regarding this matter. Again, 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

The coverage the warranty provides is for the plumbing, electrical, appliances, heating and cooling systems within the foundations of the home as it is a home warrantyCommonly some cities in areas of the country will have a code regulation to have a pressure regulator or pressure reducing valve to control the use of the water coming into the homeA pressure regulator or pressure reducing valve would exist on the main water line within a home, it restricts the flow of water coming in from the CityIt is seen in Arizona, Nevada, and all of CaliforniaSince we cover systems within a home this is why we cover for itFor a water well system it is outside of the home and there's only so many things we can cover for to keep the acost low, which is why we just cover for the pump otherwise the coverage would cost you several hundred dollars if we were to cover for the full system

The second opinion vendor stated that there is not a mechanical failure and that the issue was with tile grout. Per the contract, caulking, grouting and tiles are not covered under the warranty. The denial stands and HSA considers this matter closed

HSA would like the homeowner to contact *** to find an authorized service provider in their area. Once the homeowner has set up the appointment and the technician in is the home, please call HSA and they will pay for the service call fee internally and will waive the deductible

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.]The marketing material states that HSA's warranty surpasses all others, because it will not only repair but REPLACE items covered under warranty if they are not repairableThis response from the business is not appropriate for multiple reasonsHSA did not live up to the contract when they did not replace the unitI fully expected to pay in part for this - The max allowance was not available to meI was misled for monthsMONTHSThe repair company hired to perform the work - point blank ignored meQuote from the technician: HSA doesn't have any other boiler companies, and I'm making more money fixing AC units right now. Requiring the contract owner to pay the technician out of pocket from the max allowed isn't my responsibilityThe technician hired damaged the system further.I get it, I fully understand the need for limitations to a contractWhat HSA does not seem to care about is that I was misled for months by bad customer service, spent dozens of hours on the phone, dealt with a bad hired contractor, and then was given a complete brush offEvery week I called, I was told something different by HSA staffThe final total - HSA only allows for $1,FineThe way I see that is, I should have been paid $1,$1,for their allowance + the $deductible refunded since the work was not completedThe amount paid to the technician is on HSA's dime for hiring a technician that didn't actually do anything positive, and only made the matter worseHSA can send me a check for the difference summing $ - and that is the only way I will ever accept the business' response. Regards,*** ***

[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,
*** ***

The reimbursement check will be mailed out tomorrow, 7/17/

Yes, you were informed you would still receive that reimbursement for the $In regards to reimbursement for the cost of the warranty it would have been the same as what they discussed with you at the time of your cancellation

[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. I have send over one of the receipts, working on getting the second and they have overturned the original ruling. It is not resolved yet, but we are making progress
Regards,
*** ***