Home Security of America, Inc.

After review, this will be forwarded over to a supervisor of the billing department for further research. Thank you

I apologize for all the difficulty you've experienced, the process is not intended to be this way, there's certainly been a lot of miscommunication with how this was handledI found your invoice for the $from the Freon in our email system from 7/and set this up to process for reimbursement
In regards to the replacement of the system, your technician provided a diagnosis that the evaporator coil was leaking, this is the indoor part of an a/c system, they are separate units but work together to cool the homeThe condensing unit which is the outdoor part of the system is years old, as reported by the tech, and in good working orderThe warranty coverage that we provide is to repair or replace units at our discretion depending upon which cost is lower and we only repair or replace systems that are failingIn this situation because the evaporator coil is the only system failing, we would only cover to replace the evaporator coilIf you want the full system or both units replaced you would be responsible for replacing the unit that is not failingWe have you approved for the cost of the evaporator coil from your vendor which was $We would be happy to pay this out to you, once you provide a copy or picture of the paid invoice from your vendorYou can send this via email to [email protected] and please include your property address and dispatch # within the subject line or body of the emailFor special circumstances we can pay a vendor directly but we’ll need things; a copy of the invoice, a letter giving AHS/HSA permission to pay the vendor directly, and a completed wfrom the vendorAll of these documents should be sent together to the OSA reimbursement address of:Outside Authorizations P.OBox Memphis, TN 38187-

The non-covered charges are for a pressure reducing valve for the main city water supply (which there is not one currently in place) for $300, modification to the water line to the tank for $and the disposal of the old tank for $50. All of these charges are not covered per the terms and
conditions of the contract. If the homeowner would like a service provider other than the HSA preferred vendor, he can take the cash out option. The homeowner has already been advised of his options

HSA has attempted to contact the service provider and they were to call us backA supervisor is having an associate contact them again to get the needed pricing on the approved part. The vendor is quoting full system replacement and HSA would approve only for a dry charge unit. The
homeowner will be contacted once HSA has the information

[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. A reimbursement check was received a few days after the last rejection of the companies response. The complaint for ID *** has been satisfied by the consumer
Regards,
*** ***

Firstly regarding your plumbing service that you had, our records show there was not a plumbing claim filed, claims do need to be reported first and allow our vendor or company to go out and diagnose the problem before any work is completed for us to offer coverageAlso in respect to that the
warranty only covers to repair failures, it does not cover for maintenance or preventative maintenance work, that is the homeowner's responsibilityFor the replacement of the garage door you elected to use your own company, which is something we no longer allow as it is stated in the warranty you must use our vendor, but we reimbursed you $towards the replacement of your 1/horsepower garage door opener as that was the cost of what the services would have been from our company if you had used themThis adjustment of the reimbursement amount was something we made customers aware of up front when they elected to use their own company before when it was something we permittedUnder your specific warranty washer and dryer coverage is listed as "Optional buyer coverage (additional fee required)", which means you would have had to pay for the additional coverage at the time of the warranty purchase and unfortunately the seller of the home did not purchase this additional coverage for you for the washer and dryerAs well this would have needed to have been added within the first days of the warranty

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,
*** ***So once again the reason for my cancelation was due to the poor quality of work and services provided Therefore I cancelled because they failed to fulfill there obligation

HSA approved the claim for $per the
terms and conditions of the contract and the homeowner has been advised of this. Since the pool may already be closed for the season, the claim approval will stay in effect until the repair has been made. If the repairs are completed next spring, the homeowner should submit a paid invoice to HSA for reimbursement

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
We seem to agree I was mistreated on the phoneWe seem to agree on the wording of the contractWhat we do not agree on is the interpretation of the contractI believe the Revdex.com assists in keeping matters such as these out of court, but I did does not appear that this will be the case hereI am not sure what sure what the Revdex.com has done other than be a carrier of messagesI could have messaged the company directly
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.]
Regards,
Tina ***

June 14, Ms*** *** Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: *** ***; Revdex.com Complaint ID No***; HSA Reference No Dear Ms***: Home Security of America, Inc(“HSA”) is in receipt of your letter dated June 12, 2017, regarding the above referenced complaint. HSA does apologize for Ms***’ frustration regarding the pool pump claim; however, HSA’s letter dated June 12, 2017, accurately and correctly states HSA’s position. HSA authorized *** Plumbing Company to complete the replacement of the motor and mechanical seals for the pool pump*** Plumbing Company ordered the parts to complete the repair and HSA is not responsible or liable for any part delaysSection F-of Ms***’ HSA plan provides that coverage does not apply to conditions beyond HSA’s control including delays in obtaining parts and/or any damage alleged to be caused directly or indirectly by the services or the timeliness of the services provided by HSAOnce *** Plumbing Company receives the parts they will contact Ms*** to schedule the installation service appointment. Otherwise, HSA’s offer to provide a check for up to the amount of $upon receipt of an invoice for the completed service remains open Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC *** *** Customer & Regulatory Claim Resolution Specialist

HSA apologizes for the longer than usual hold times. The claim was approved on the evening of 6/30/and the homeowner was advised to send in a copy of the paid receipt for reimbursement

The homeowner cancelled the contract on 8/28/15. HSA has emailed the homeowner a cancellation letter to sign and return for the refund to be processed

HSA apologizes for the long hold times in our peak time. After further review the failure with the pipes due to freezing in not a coverable item per the terms and conditions of the contract
Section FLimitations of Liability #
Abuse, missuse, fire, lightning, freezing, ice, storms,
smoke, water damage, acts of God, accident, earthquake, soil movement, mud, chemical or sediment build up except as outlined in section EDomestic Water Heater, fungus, rot, mold, power failure, power shortage or power outage, insect or rodent damage, pet damage, insurable peril

January 6, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Jennifer S***; HSA Plan No***; Revdex.com Complaint Case 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 HSA apologizes for the frustration MsS*** has experienced. I have reviewed HSA’s records with regard to the furnace issue. On December 14, 2016, service was requested for the furnace and the request was dispatched to 2M Property Services, Incto diagnose the issue. 2M Property Services reported to HSA that repairs were completed On December 28, 2016, service was again requested for the furnace and the request was dispatched to 2M Property Services to further diagnose the issue. On December 29, 2016, 2M Property Services reported to HSA that a part was necessary to repair the furnace but that the technician would not be able to procure the necessary part until December 30, 2016. Section F-of the warranty plan states that coverage does not apply to conditions beyond HSA’s control, including delays in obtaining parts. HSA authorized the technician to complete the repair and 2M Property Services reported to HSA that the repair was completed. If MsS*** experiences a further issue with the furnace, 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]

The licensed technician found that the contactor/disconnect failure was due a large power surge. The contactor/disconnect was melted and that is not a wear and tear failure. Per the contract, on page 5, number Limitations of Liability: Excessive or inadequate water
pressure, electrical surge, excessive or inadequate voltage, electrical currents artificially generated or inadequate amperage, water entry along the service cable. The denial of the claim stands

[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,
*** ***

This customer has had a seller warranty with HSAIn the middle of the claim process the home was sold and ownership transferred to the new owner of the homeThis is why the prior homeowner's info no longer brings up the address, as all this was changed over to the new ownerDue to this, the
refund check was also sent to the new homeowner or current warranty holder and they have cashed the seller's refund checkWe are currently trying to work out a resolution to make sure the seller gets reimbursed

HSA has attempted to contact the vendor and left a message for them to call back to an associate's extension and has not heard back from the vendor. HSA is having an associate from the escalation department call the vendor again for need information

The HSA letter states that a service request has been approved on the microwave and that approved amount is for $for the door latch. As stated previously, the door itself is not covered under the contract. HSA considers this matter closed