Home Security of America, Inc.

[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,
Edwin ***

After review of the claim, the item is not a standard refrigerator in the kitchenThis is the only item that the contract offers coverage for. The item in question is a wine refrigerator and that is a not coverable item
The contract is also not cancellable and not valid for any
refunds. Thank you

This matter is resolved the homeowner cancelled the renewal of the warranty

Unfortunately we have documentation that the homeowner had wanted to use his own vendor when the claim was madeHe was also advised before he had used his own company, that if he did, he would not be reimbursed as we have vendors available to him in his areaIf we were made aware of any emergency
circumstances when the claim was made we may have escalated the claim to get a vendor out to the home for emergency servicesIn spite of all of this the specific warranty plan this homeowner has does not provide coverage for the faucets just the plumbing up to the faucet system, this is listed within the coverage section for plumbing within the warrantyThe homeowner's were also advised of this in February of Thank you for your time

The homeowner called in on 5/9/and was advised that the vendor could come out on 5/11/and the homeowner said he would wait until then. HSA confirmed that the vendor went to the home on 5/11/and diagnosed the failure and will be contacting HSA with their finding. HSA
is refunding the deductible due to the inconvenience this has caused the homeowner

A supervisor will be contacting the homeowner to discuss this claim

[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,
*** ***

HSA apologizes for the customers inconvenience. The information provided to HSA was a non affiliated HSA vendor. HSA researched the warranty on the heat exchanger based on the information provided from that vendor. IF the customer has not had any repairs and or replacement of the system completed HSA would be more than happy to send a HSA affiliated vendor out to the home for a 2nd opinion at our cost to review the situation and obtain the proper make, model # and serial number of the unitIf the customer could please respond with their decision to move forward. Thank you

HSA has received the invoice and a check for $for the replacement of the refrigerator will be mailed out tomorrow, 1/14/

After further review of the garbage disposal claim. HSA did make an approval for the replacement of the unit. HSA also did adjust to pricing for which we would have paid and affiliated HSA vendor as the work was already performed prior to HSA receiving the diagnosis. HSA must have the opportunity to speak to the service provider prior to implementation of repairs and or replacementsFailure to do so may result in our denial of reimbursement for the expensed you incurred. As this was also customers choice and HSA did have an affiliated vendor, HSA reserves the right to adjust in pricing on the claim. Reimbursement for $will be payable on 02/19/16. 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 me.
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 contract is very specific in Section A coverage that failures are only coverable within the interior of the home. There are other provisions listed in the contract of items being attached to the home but items underground constitute the exterior of the perimeter walls of the foundation. HSA is not able to offer coverage on the claimsThe failure was with the wiring that was underground no interior to the home

As the customer used his own service provider, HSA would adjust pricing to what their vendor would have charges for the same repair. After the $deductible for this claim, the reimbursement check for $will be processed

March 10, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***; HSA Plan No190756922; 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 I have reviewed HSA’s records with regard to the water heater issue. On November 6, 2016, service was requested for the water heater and the request was dispatched to Missouri Plumbing. On November 7, 2016, Mr*** notified HSA that he had not been contacted by Missouri Plumbing to schedule an appointment. HSA offered the customer the option of having his own company come to the home to diagnose the issue. Mr*** was instructed to have the company contact HSA with the technician’s detailed diagnosis of what caused the issue, as well as an estimate of the cost to complete the repairs, as the company would need to obtain authorization from HSA prior to completing repairs. On November 8, 2016, the customer’s company reported to HSA that two elements and the thermostat on the water heater needed to be replaced at an estimated cost of $230. HSA received an invoice for the completed repairs at a cost of $233.90. HSA reimbursed the customer the cost of the repair with a deduction of the trade call fee in the amount of $that is rightfully due from customers for each trade service request, in accordance with Section D-of the warranty plan. Therefore, reimbursement in the amount of $was mailed to Mr*** by check mailed to *** *** *** *** ** *** *** *** ** *** *** ***. On December 12, 2016, Mr*** notified HSA that he had not received the reimbursement check and HSA’s Accounting Department reissued the reimbursement check. In light of the customer’s dissatisfaction, HSA also agreed to reimburse the $trade call fee that was deducted from the initial reimbursement. This reimbursement of $was mailed in a separate check. HSA’s Accounting Department will research the reimbursement in the amount of $and reissue the reimbursement as necessary. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC

The customer did accept the CIL offer, cash in lieu and a copy of their paid receipt was sent in for reimbursementThat reimbursement was also set to pay as well. 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
[Spoke with HSA representative on phone, again, within last couple daysRepresentative was very kind; however, no new information was given - he (***) simply restated what the Non-HSA plumbing company has already saidAs I previously stated, had the original HSA-approved plumber done his job correctly and inspected the shower as I asked of him, which is where the leak was originating, all of this could have been avoidedNo other company would have needed to be called, no authorization by HSA would have been required to fix the repairAgain, because of atrocious service on both the HSA-approved plumbing company and on behalf of HSA themselves, this has grown into a massive ordealMy original requests still standComplete reimbursement for everything - as all of this is a result of HSA's unwillingness to properly to serve its customers.]
Regards,
*** ***

November 16, MsStacy *** Revdex.com of Wisconsin *** ** *** *** *** ** ***
RE: Shawn J ***; Revdex.com Complaint ID No11816275; HSA Reference No*** Dear Ms***: Home Security of America, Inc(“HSA”) is in receipt of your letter dated November 8, 2016, advising of the above referenced complaint. The letter has been forwarded to me for review and response I have reviewed HSA’s records regarding Mr***’s boiler claim. On October 13, 2016, Mr*** placed a service request for the gas furnace and HSA dispatched Jordan Repair Services, Incto diagnose the problem with the gas furnaceOn October 13, 2016, the technician advised that the system in question was a boiler and that they do not service boilers. In order to resolve the matter HSA attempted to locate a HSA authorized service contractor to run the boiler call. On October 20, 2016, HSA dispatched Young Plumbing and Heating Incto diagnose the problem with the boiler; however, on October 24, 2016, Young Plumbing and Heating Incadvised HSA that they no longer work with HSA In order to resolve the matter HSA provided Mr*** with the opportunity to locate the licensed and insured service contractor of his choosing to run the call. When using a service contractor outside of the HSA plan HSA requires that the technician report the detailed diagnosis and cost breakdown to HSA before performing the service. HSA would then reimburse the plan holder the approved repair cost less the HSA trade service call fee upon receipt of the paid invoice. Mr*** declined this offer and HSA continued to search for a HSA authorized service contractor to run the boiler call On November 15, 2016, Rolwerks Heating and Cooling accepted the service call from HSA and advised that they are scheduling the service appointments for November 21, or later. Once the service request appointment has been ran and the detailed diagnosis has been reported to HSA by Rolwerks Heating and Cooling, HSA will advise Mr*** of our position regarding the boiler claim HSA does apologize for Mr***’s frustration regarding the matter Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC Marcy *** Customer & Regulatory Claim Resolution Specialist

HSA replaced the refrigerator and refunded the homeowner the $deductible that was mailed out on 8/4/

May 24, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** A***, 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 On May 2, 2017, Mr*** placed an automated service request for an air conditioning system that was not working and Air Pro Heating & Cooling was dispatched to diagnose any problems. On May 11th, the service contractor reported to HSA that the condenser coil was leaking due to wear and tear and needed to be replaced. HSA authorized the service contractor to complete the covered repairs. Section D-of the HSA plan provides that HSA selected contractors must be used on all claims; and that HSA has the sole right to determine if covered items will be repaired or replaced. Section F-provides that HSA does not cover modification charges or costs for metal fabrication, plenum work, or electrical changes necessary to satisfy the installation requirements of a new replacement unit. Section F-provides that HSA will not contract to perform service nor pay costs involving hazardous or toxic materials or asbestos, nor will it pay costs related to refrigerant recapture, evacuation or disposal of refrigerants or contaminants. Therefore, based on the terms of the plan, Mr*** was responsible for any non-covered modifications and/or refrigerant costs. On May 11, 2017, Air Pro Heating & Cooling also reported a cracked heat exchanger due to wear and tear, and HSA authorized the service contractor to replace the furnace according to the above-referenced provisions of the plan Mr*** was responsible for any non-covered modifications and/or refrigerant costs. In the alternative, Mr*** was offered the option of a cash reimbursement in lieu of the furnace 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, based on the terms of the plan, upon HSA’s receipt of a paid invoice, a check in the amount of $would be forwarded to Mr*** in lieu of the furnace replacement. Please be advised that the service contractor has reported to HSA that the condensing unit was previously ordered and is non-returnable. Therefore, the cash reimbursement option is not available to Mr***. As referenced above, HSA has the right to select the service contractor and to determine whether the covered item will be repaired or replaced. HSA does apologize for Mr***’s frustration regarding this matter. Mr*** may contact HSA directly at ###-###-#### for any further assistance regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist