Home Security of America, Inc.

October 12,
*** ***
Revdex.com of Wisconsin
WGreenfield Ave
Milwaukee, WI
RE: Randall (Amy)
C***, Revdex.com Case ID No.11710179; HSA Reference No***
Dear *** ***
HSA is in receipt of your letter dated October 4, 2016, enclosing
additional correspondence from MsC***
HSA does apologize for MsC***’s frustration regarding this
matter. HSA previously reviewed Ms
C***’s complaint and the recorded phone call where MsC*** did request
service for the septic system, and Danny’s Septic Service, Incwas dispatched
to diagnose any problems. Please be
advised that the trade service call fee is due for each trade service request
that is dispatched, including calls wherein coverage is (in whole or in part)
granted, excluded, limited, or denied.
HSA will not release its confidential records without the receipt of a
valid and enforceable Subpoena from the court.
Per my previous correspondence, Mrand MrsC***’s HSA renewal
plan has been cancelled per request and is now considered to be null and
void. In an attempt to amicably resolve
this matter, even though not liable to do so, HSA agreed to reimburse the trade
service call fee that is normally due, and a check in the amount of $
will be sent to Mrand MrsC*** the week of October 24, 2016. HSA denies any further liability with respect
to this matter
Thank you for your consideration
Sincerely,
HOME SECURITY OF AMERICA, INC
Lori N***
Customer and Regulatory Claim Resolution Specialist

The reimbursement for the $deductible was mailed out today, 11/23/and in order for HSA to reimburse the homeowner the $they need a copy of the paid receipt. The one attached is for the $deductible

[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 11812081, and find that this resolution is satisfactory to me.
Regards,
Gina C***

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 The contract language given by HSA in response to my complaint is incorrect The contract, as listed in section D, item states "Failure to do so [in regards to phone notification], may result in our denial of reimbursement of the expenses you incurred." Please note the language is not an automatic and absolute denial as reasoned by HSA in response to my complaint, but rather states "MAY RESULT." Furthermore, the contract lists no criteria by which they may or may not deny the claim in the case that one is unable to make a phone callTherefore, to deny my claim simply because prior phone call notification was not able to be given (due to special medical and logistical circumstances that have not been considered by HSA), is not not a valid argument.
Regards,
*** ***

HSA spoke with the homeowner and is having a second opinion to help assist the homeowner with quoting the job for the installation of unit

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11775640, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI am very pleased to finally have HSA admit that the debt was indeed paid and was not outstandingHowever, my complaint included a request for: Written verification that the alleged debt was not reported to any credit reporting agency, or sold or referred to outside, third party collectors
I should not have to bear the burden or cost of investigating whether or not the debt was incorrectly reported to any credit reporting agency, or sold or referred to outside third party collectors I want written verification from HSA to complete my records on this matterI have outstanding credit and wish to protect it. Regards,
Lynda K***

The ductwork did not fail due to wear and tear and the claim was denied. HSA did cancel the renewal for the homeowner and the $payment will be credited to the credit card that it was taken from

The claim was denied due to the part that was failing was a component of the faucet and the homeowner's contract does not cover the faucet or their component parts. The contract clearly states what is covered and what is not coveredThe $is the service call fee for the technician's time
out to the home to diagnose the failure

HSA does apologize for the long hold times during our peak season. HSA does understand the customers frustration during this time. The service provider did perform all work that was necessary to include items that were not coverable by the terms and conditions of the contract and
only charged the customer $which is the amount of only the coverable items would have cost. The service provider did a service gesture of other services as well without any further charges. As a service gesture on HSA's part we would like to refund back to the customer their $deductible that was applied to the approved claim. The reimbursement will be mailed out 12/10/15. Thank you

The homeowner was advised that HSA would adjust the pricing to what the HSA affiliated vendor would charge for the same repair and homeowner was aware that there may be pricing adjustments. The approved amount for the repair is $and this stands as the homeowner was advised of
proper procedures

Thank you for the receipt. HSA will mail out the reimbursement check of the approved amount, $782.00, on Monday, 11/2/

HSA apologizes for the customers experiences with their plumbing claim. The technician reported the failure on the service call visit was with an improperly installed overflow drain. The customers contract does cover for this type of failure. The claim was approved for the work to
be completed for the repairs. The next service call visit was an alternate service provider, and their diagnosis of the failure was that there was a missing rubber gasket in the tub assembly. This was an installation problem with the tub. Missing parts are not coverable by HSA contract
HSA's contract does not cover for any types of water damage and or secondary damages per Section F # Secondary damage, consequential damage or any damage caused by or resulting from the failure or malfunction of covered or non covered "Component Parts"
If customer would like to cancel their contract, they may do so and send in a request in writing and a $cancellation fee is accessed and the refund will be prorated by what has been paid in on the contract premium

HSA apologizes for the customers experience. HSA has given authorization for NPM to complete the job due to issues with USA Services. Thank you

The homeowner approved the non-covered charges of $in advance of the water heater replacement. On all claims, HSA requires the approval of non-covered charges by the homeowner to proceed with the repair/replacement. If the homeowner did not want the job done by the HSA vendor,
then they should have denied the non-charges and taken the cash out option to get their own vendor out to do the replacement. The contract is non-cancellable in the state of New Jersey as there are no state provisions that override Section H in the HSA contract

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11710179, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Since submitting my first claim, I have had new developments: We have already paid Danny's Septic Systems for a service we did not get (because their representative sent out the incorrect service). I have a receipt at home for $that I can send laterI have requested to speak to a manager...who was supposed to call within 24-business hours and I have never heard from them. It's been over weeksI am now getting ANOTHER bill from HSA for Danny's Septic Service...which again they cannot help me and I already paid for thisWhen I just called them to dispute this bill...they told me that they pulled the phone call and that I told them that I needed a septic person. I told them I wanted to listen to the phone call and they said they won't do that.
Regards,
Amy C***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11819037, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
On November I received an email from HSA stating that I am days past due on payment to them On November the business stated that they would no longer try to collect any fees from me Again, HSA is unable to follow through on the message they are sending in this process with the Revdex.com
Regards,
Michael B***

HSA is no longer able to honor the oven claim. The customer has cancelled their contract. Without a valid contract their is no coverages on claims. Thank you

January 26, Stacy *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Monica ***, 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 HSA has authorized Weise Plumbing & Heating Company, Incto replace Ms***’s water heater. The service contractor reported additional charges for a non-covered permit, expansion tank, and an upgraded drain pan. Section G of the HSA plan provides that HSA is not responsible for any upgrades, work, or costs required to comply with any federal, state or local laws, regulations or ordinances or utility regulations, or to meet current building or zoning code requirements, or to correct for code violations; nor will it pay any costs relating to permits. Section E-states that expansion tanks are not covered. Therefore, Ms*** is responsible for the non-covered charges In the alternative, HSA has offered 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. Therefore, upon HSA’s receipt of a paid invoice documenting the water heater replacement, a check in the amount of $will be forwarded to Ms***. HSA’s position does remain unchanged. 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 provisions of the plan. 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

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 Received a call from *** *** tel# ###-###-#### to assist in resolving complaint several weeks ago (right after complaint filed) - to accommodate the issues I had gone through, he said they will refund my deductible paid in the amount of $back (to date I have not received money nor do I have any confirmation payment was ever processed) - Now I log in to HSA ONLY to find I have a PAST DUE amt (Charge of $25.00) to which I DO NOT OWE! I paid my deductible for which I have documentation of that I was responsible for. I'm sure this $is in reference to the dishwasher issue when I had to hire my OWN PLUMBER to remove and install it because of the lack of commitment and HSA breach of contract responsibilities and the dishwasher was taken back with the delivery guy and then had to be re-delivered once I had scheduled my own plumber ...since I chose to PAY OUT OF MY POCKET for a plumber to do what HSA should have done!!!!!!!! I have left numerous voice mails to *** *** yesterday July and today July 8,none which has been returned. This matter not only has NOT been resolved BUT NOW have a new issue of the $past due sitting on my account. *** ###-###-####
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
[It was agreed upon from the beginning that the "whole house steam humidifier" is working through attached to the ductwork; that is how the mechanism work(see attached documents explains how it works).I also had a few conversation with the HSA authorization department people and it was cleared that it is covered by the termIt was approved by several people in authorization department to get the replacement in March Suddenly after the HSA organizational change, HSA tried to deny the claim by stating the "humidifier is not attached to the duct"It was not a true statement, according to the conversation I had with Dave in authorization department on April 27thIt was clearly agreed that the humidifier IS attached to the duct and IS covered by the warranty term.I request HSA provide the service it suppose to provide, and make sure the replacement unit will be functional as it suppose to be.]Thanks for your attention
Regards,
*** *** These humidifiers boil water creating steamThe steam is introduced into the air stream through a dispersion tube mounted in the duct