Home Security of America, Inc.

March 27, Ms*** *** Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE:
*** R ***; Revdex.com Complaint ID No***; HSA Plan No Dear Ms***: Home Security of America, Inc(“HSA”) is in receipt of your letter dated March 20, 2016, advising of the above referenced complaint. The letter has been forwarded to me for review and response On March 17, 2017, Mr***’ requested the cancellations of his HSA planHSA’s Customer Retention Department followed up directly with Mr*** and attempted to retain him as a customer; however, Mr*** declined and the HSA plan was cancelled based on the terms of the HSA plan. Section H of Mr***’ HSA plan provides that should this contract be cancelable under the laws of the state where the contract holder resides, an allowable administrative fee will be charged upon cancellation. Therefore, the administrative fee was rightfully due upon the cancellation of the HSA plan and nothing further will be done by HSA Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC *** *** Customer & Regulatory Claim Resolution Specialist

HSA apologizes for the miscommunication and has set up a potential recall for this a/c claimThe homeowner has been contacted and advised of this

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. HSA is easily the worst, most dysfunctional, company I have ever had to deal withJust the fact it took them days to reply to a Revdex.com complain shows how mis- managed they areIf the HSA rep actually took time to read my initial complaint they would see I called in for hours at a time, numerous times, to get one of their vendors to come out and check the water heaterI emailed them also during that timeThey never responded! They even posted on their facebook page during the times that they are having glitches with their new system and they would respond back to everyone and they never didI am well aware of my contract terms, I don't need them requoted, but HSA doesn't seem aware of what "FRAUD" what meansHow can people call to report about their issues when HSA DOESN'T pick up the phone?They also did not respond to any emails and their website inquiries, which was being redesigned at the timeThe whole site wasn't even working where you can make a complaintBy the time I finally spoke with someone it was too late and I had to call my own vendor bc it was melting and leaking waterI waited for days and called multiple times dailyI would never put my family in harms way because HSA fails to honor their end of the contract and hire a staff that could actually handle their clients needsTo say I didn't do my part, when in fact I called in and stayed on hold for hours at a time, while no one on their end even picked up, is ridiculous!I also find it amusing that HSA waited until my contract was up to respondThis shows how bad this company is and how fraudulent their business practices areIf you go to their social media and reviews and its all thousands of people with horror stories like mineI appreciate the Revdex.com trying to intervene, but I will be taking this issue a step further and letting everyone know about HSA has put me through.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

HSA apologizes for the customers claims situation. A new vendor A Town appliances has been dispatched and the service fee has been waived so that we can obtain a proper diagnosis to help assist the customer in getting their unit repairedThank 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.I would like to view a copy of the contract where it specifically states it is not cancellable in the state of MissouriAt the time I asked to cancel this contract, the new contract was not yet in effect, as my old contract was still valid
Regards,
*** ***

HSA has reviewed the terms and conditions of the customers contract. The contract is already expired as of November 13, and was not renewable nor reinstated. The contract is non cancellable in the state of Iowa. There would not be any refund due back to the customer.
Thank 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
I will not accept that as a resolution to this problemYou are responsible for more monetary damage that I have received and the amount of personal time I have put into addressing this problem is worth much more than $It took me two months to even get an acknowledgement out of your company that I filed a claimYour negligence made this issue an even larger issue due to the time it took for you to actI was pushed up against a wall because cold weather was coming in and I needed a furnace that your companies contractor red tagged and would not allow me to turn onI have been instructed by countless contractors INCLUDING my manufacturer that it is not in my best interest to replace that heat exchangerHSA has done everything in its power to walk away from this issueThe fact of the matter is I purchased a home warranty from HSA and I felt that I was backed by a company that had standards and had the best interest of their customers as a priorityI found an issue with my furnace, I filed a claim as instructed to doYour speculation of the heat exchanger was cracked before I moved into the home is not a factual statementUnless you can give me 100% proof you know the exact time frame this exchanger cracked you cannot claim that it happened before I moved inI have written accounts from multiple contractors stating my point that it's impossible to know when a crack can occurI was willing to take just the labor involved in replacing the exchanger of $1,That has been my request multiple timesHSA is acting as a bully and using their power get out of a claim that they are responsible forI want to be paid in full for my furnace of $4,It's clear that HSA is not willing to compromise or discuss the matter.I will continue to bring action to this complain until we come to a common resolution
Regards,
*** ***

The ice maker is not covered under the base coverage, it has potential coverage under the star upgrade. Per the HSA contract, on page 4, number 4: Kitchen Appliances: NOT COVERED: ice maker/crusher and beverage dispensers; drain, condensate line clearing, any failures to the door other
than appliance controls located within the door; clocks, knobs, handles, dials, springs, hinges, tubs, liners, baskets, shelves, drains, glass breakage, probes, rotisseries, racks, rollers, light bulbs, lock/key assemblies, buckets, televisions, computer screens or computers that are part of an appliance but do not affect the primary function of the appliance; stand-alone freezer, wafreezers. The homeowner's renewal has been cancelled per his request

[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,
Daniel ***

December 14, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Steven R*** Revdex.com Case ID No11866516; HSA Reference No1*** 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 December 8, 2016, HSA dispatched D Campbell Plumbing to diagnose any problems with MrR***’s water heater. On December 9th, the service contractor reported to HSA that the water heater had ruptured due to wear and tear and HSA authorized the service contractor to replace the water heater. Section F-of the HSA plan provides that HSA is not responsible or liable for water damage. Section F-provides that HSA is not responsible or liable for 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. Therefore, HSA denies any liability with respect to any damages that may have been incurred In the alternative, HSA offered the option of a cash reimbursement in lieu of the water heater replacement. Section D-states 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 costThe computer records indicate that MrR*** accepted HSA’s cash reimbursement offer. Therefore, upon HSA’s receipt of a paid invoice documenting the water heater replacement, a check in the amount of $will be forwarded to MrR***. MrR*** may contact HSA directly at 1-800-858-for further assistance if it is his intent to cancel the HSA plan. HSA does apologize for MrR***’s frustration regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Lori N*** Customer and Regulatory Claim Resolution Specialist

The letters that were sent out are based on average retail pricing on a set failure without a home warranty. HSA approved $on the air conditioning claim, which we would need the paid invoice to process. The homeowner chose the cash out option in lieu of having HSA's vendor
perform the repairs

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 called the Company for which HSA sent out the first time within the thirty day period to try and resolve the matter with them. No response has been made Freedom Heating and Cooling. A company for which HSA contracted out. I have been dealing with this problem since my first request in July. I would ask that HSA waive the $recall fee (as when I recontacted them it was only because I could not resolve the matter with Freedom Heating and Cooling, the company that they contracted with) and send out a more credible company to look at my air conditioning unit to determine the problem and fix it
It is apparent that HSA does not care about their customers. Their response was very disrespectful
Regards,
*** ***

HSA will reimburse homeowner an additional $on this claim and the check will be mailed out on Monday, 12/1/

As previously stated and the customer has been made aware of this as wellPer the terms and conditions of the contract, it clearly states that authorization must be given prior to repairs and or replacement being made. HSA is not able offer any coverage on the claim. Thank you

HSA apologizes for the customers experience and long hold times in our peak season. A Supervisor will forward the customers concerns to management for review. Thank you

Based on further information received from the vendor, HSA denied the claim due to the failure to the fittings was caused by freezing. The homeowner is opting for a second opinion and HSA will await that vendor's findings

On 6/the homeowner did make a claim at 10:04pm at nightThen the homeowner called in on 6/at 10:18am and demanded we have our vendor out the same dayOur vendor was available to go out the following day 7/within our guidelines of getting a vendor out within hours(within business hours)
of reporting a claim to diagnose a failureIn addition to that this would have been a follow up to a visit already made by one of our vendors which requires the same vendor to go back out and no deductible would have been due by the homeownerUnfortunately due to the fact the homeowner had an unauthorized repair we would not be able to reimburse them for this expense, our warranty states HSA selected service contractors must be used on all claims and all repairs must be pre-approved or authorized before any work is completed

HSA will reimburse the homeowner the $deductible and that check will be mailed out on Monday, 11/23/15. The cashout amount that HSA approved is for $and HSA would need a copy of the paid receipt for reimbursement to be processed

HSA will refund as a service gesture $deductible payable on 02/09/for the microwave claimThank 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,
*** ***