Home Security of America, Inc.

This claim was reviewed by an authorization manager, client relations manager and vendor manager and the unit was replaced with a unit comparable in features, capacity and efficiency. Per the terms and conditions of the contract, HSA does have to match dimensions, color or
brand. The unit was replaced with a HP, stainless steel unit as that is what the homeowner had in home previously. The claim stands as is

HSA has already approved the reimbursement of the additional $that will be mailed out on 2/20/

HSA has received confirmstion that the homeowner is taking the cashout option and will be reimbursed once HSA received a paid invoice

Homeowner was advised that the toilet backing up was not covered due to misuse/abuse. There was an object lodged in the toilet and could not be snaked past the trap. Homeowner was going to take care of this himself and coordinate with vendor

HSA does apologize for the delay in the claim and will refund the homeowner the deductible as a service gesture for their inconvenience

This customer does not appear to be a customer with HSA Home Warranty. I believe this was intended for a different company

HSA would like to resolve the issue for the homeowner, however they need the address of the warranted property or contract number

January 25, *** *** 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 HSA’s Customer Relations Department was previously working directly with Mr*** in an attempt to amicably resolve this matter. It appears that the furnace heat exchangers had failed while under a manufacturer’s warranty. Please be advised that HSA does not cover repairs and/or replacements of any covered item while still under a manufacturer’s warranty. However, HSA does provide coverage for labor costs. Therefore, HSA provided Mr*** with a cash reimbursement in the amount of $which is HSA’s cost for the installation of a new primary and secondary heat exchanger. In an attempt to amicably resolve this matter, even though not liable to do so, HSA agreed to reimburse Mr*** an additional $towards the non-covered replacement of the furnace under the manufacturer’s warranty for a total reimbursement in the amount of $900.00. On January 23, 2017, HSA agreed to reimburse Mr*** an additional amount of $1,for the furnace replacement. Therefore, it appears that this matter has been resolved and HSA will be closing its file. 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

HSA does apologize for the long hold times in our peak times. HSA has received the diagnosis from the plumber whom stated they did not find any plumbing issues within the home and nothing leaking as everything is sealed. The plumber did recommend a smoke test to be done by a licensed
HVAC contractor. HSA has also spoken to the customer and has set up a 2nd opinion claim to obtain an alternate diagnosis. HSA has also advised the customer today 12/02/that if no coverage were to be offered or any failures found that they would owe another 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
The first file is the diagnosis the company (I hired independently) gave us when they came to my house on July 7, You can also see where I was charged an $service feeThe second file is a copy of the receipt after they completed the job They also replaced the downstairs thermostat (not listed)If I need to get the company to write me a receipt with that listed as well, please let me knowThanks *** ***

[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, assuming that once I sign and return their cancellation letter (which I just received via email today, after calling them to inquire about it), we receive our refund check of 444.99, as listed on the cancellation form
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
I have attached an email from the company approving me for work after submitting my home inspection reportMy claim was then declined days latterThe company claims that this letter was a mistake and that their rep did not press the right button.
Regards,
*** ***

HSA is contacting the vendor to obtain the needed information to proceed with the claim and will call the homeowner will status

We do apologize for your difficulties with the processThis can be a common occurrence with repairing some appliances where they do not take repairs or it does not resolve the root problemIf it is a repair that is more cost effective than replacing we will go with the repairIn your
case I do see we have recently provided a replacement offer, where you have the option of accepting our offered unit or using the cash in lieu value towards purchasing a replacement and we will reimburse 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,
*** ***

This was removed, no past due amount shows on the account

HSA apologizes for the customers claim experience but the replacement of the expansion tank is not coverable by the contract. The customer would have to seek resolution with Thomas & Sons whom performed the services. HSA did not give the vendor Authorization to complete the services and wold not be liable for the charges. Thank you

The overall issue is resolvedI have a new furnace and HSA is going to reimburse me $800+ for the furnaceThe problem is still that had I not taken matters into my own hands and called my own hvac company to come and take a look I'd have been stuck in a frozen house for longerThe term "emergency" still seems to be not appreciated fully by HSAAll that aside I'm just happy this is overI would not however recommend this company to anyone.
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,
Alfred ***

[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.Yes I have heard from the companyYes I am satisfied with the resolution of the matter
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,
*** ***