Home Security of America, Inc.

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,
*** ***

After further review of the heating claim, HSA did have an affiliated vendor that was available for services. The customer chose to use a vendor outside the network and HSA does reserve the right to make pricing adjustments for what we would have paid our preferred provider on an approved
claim for standard labor and parts only. The contract does not cover installation modifications or disposal fees. The customers pricing difference is between retail rates VSHSA signed contracted labor rates with affiliated vendors and HSA purcfhasing and supplying the equipment

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

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 been contacted by the HSA company in regards of the payment that they are offering, but this is still not enough to cover the quoteI am awaiting an additional quote from my heating and A/C company to see if the price can be brought down anySo far its sitting at around $3,to get it resolvedIf the quote can be brought down to the offer of HSA then it can be accepted, but only if it can be brought downOther then that HSA has sent out the checks and they will not be cashed until the issue is resolved.
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 should not be penalized for not receiving the warranty I signed up and paid forI should not also be penalized with it being "prorated" since HSA does not have any reasonable means to get in contact with themYes, you can speak with the first agent but they can do nothing for you besides open a claimIf you need further assistance you are stuck on hold at their mercy! I DID contact the vendor to repair the damages they causedThey said it was not their problem and to contact the warranty companyNow I am getting a bill for a deductible that I already paid the first time and nothing was fixedI should also not be penalized because HSA is almost impossible to get a hold ofI contacted HSA by phone to wait on hold for hoursI should be able to speak with someone in a reasonable timely mannerI reached out to a contact that gave us his personal line that he never answered and had no voice mail set up forI tried contacting the company through their contact me message on their website that would give an error message and not send itI contacted through facebook and they said someone would contact me and no one ever didI did my due diligenceHSA DID NOT! I HAVE NOT even requested for my $deductible backNothing was provided to us on this contract beside further damage (that I have not sought out with HSA but with the vendor that denies any responsibility)The vendor that HSA provided to us! I want my full contract payment backI should not be penalized because HSA did not provide what they said they would provide.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

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

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

As previously stated, HSA considers this matter closed

HSA is approving for the homeowner to call *** *** at ###-###-#### for a second opinion. Please have the technician call into HSA, while they are at the home, to give their diagnosis and for HSA to pay the technician

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
On February 22, I filed a claim for my water heater with HSAOn March 2, after days of constant phone attempts, I finally got through to HSA to authorize replacement of my water heaterI was told to email a supervisor, David Damgaard, my paid invoice directly and he would process it for immediate paymentI asked he acknowledge receipt of the email which he did notI emailed him the receipt again on March I called again on March and spoke with Neshia BridgesShe informed me to email it to her directly and she was process it for paymentI called again on March 22, spoke with Mark who advised no one on their office is allowed to process payments and to email it to a general emailI also spoke with supervisor, Ben Randall, that day who stated he would call back by the end of business that day regarding my payment status and HR never didI called yet again on April regarding my reimbursement of my water heater and was asked to email it again, a fifth time to CliffIt's been over days since my claim has been filedReimbursement has been authorized but HSA has not issued payment and won't provide any information about the delay or when it will be issued
Regards,
Tiffany ***

As previously stated, once a customer takes a cash out and upgrades the equipment HSA is obligated to pay the vendor the balance due of their labor to dateThis amount is $as the customer has already paid their deductible of $ 75.00. HSA would like to refund the customer his $deductible as a service gesture and that will be payable on 1/19/15. Thank you

HSA apologizes for the delay and any inconvenience to the homeowner. The part is specific to the unit and has to be name brand and ordered through the manufacturer. HSA called the vendor and the part was delivered at 11:am on 11/7/with the repairs being completed later that
afternoon

At this point, HSA has offered the homeowner a unit that has comparable features that is not an upgrade to his current unit. The can choose the unit offered or take the cash out amount of $553.45, which includes unit, delivery and installation. The homeowner would need to let HSA
know which option they would like to go with

The homeowner cancelled the contract on 8/10/and was refunded the $payment on 8/11/15. There would normally be a potential recall for a claim up to days for labor and days for parts. However, since the homeowner cancelled the contract, there is no coverage

As previously stated, HSA apologizes for the customers experience. HSA would not be able to refund premium that has been paid against the contractThank you

October
17,
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 October 7,
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 Ms***’s dishwasher and refrigerator claim. On March 3, 2016, Ms*** placed the service
request and HSA dispatched Sears to diagnose the problems with the dishwasher and
refrigerator. HSA’s records indicate
that the repairs were completed
On July
12, 2016, Ms*** advised HSA that she was still having problems with the
dishwasher and refrigeratorShe was advised the previous service request was
outside of the service recall timeframe.
Section D-of Ms***’s HSA plan provides that if service work
performed under this contract should fail, then HSA will make the necessary
repairs without an additional trade call fee for a period of days on parts
and days on labor
On July
12, 2016, a new service request was dispatched to Cat Services to diagnose the
problems with the dishwasher and refrigerator.
HSA’s records indicate that the technician with Cat Services replaced
the pump motor assembly for the dishwasher and no other failures for the dishwasher
or refrigerator were reported to HSA.
In
order to verify the diagnosis on the dishwasher and refrigerator on September
29, 2016, HSA dispatched Appliance Techno to run a second opinion service request
on the appliances. Ms*** declined
to allow Appliance Techno to complete the second opinion service request
To
resolve the matter HSA transferred the second opinion service request to
Sears. It appears that Sears missed the
scheduled service appointment. HSA
confirmed that the second opinion service request with Sears was rescheduled
for October 20, 2016. Once the second
opinion service request has been completed the diagnosis has been reported to
HSA, HSA will advise Ms*** of our position regarding the dishwasher and
refrigerator
Thank
you for your consideration
Sincerely,
HOME
SECURITIES OF AMERICA, INC
***
***
Customer
& Regulatory Claim Resolution Specialist

HSA apologizes for the customers experience. HSA will refund the customer back their $service call trade fee. Thank you

April 18, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***; HSA Plan No.***-***-*** 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 electrical issue. On March 21, 2017, service was requested for an electrical issue and the request was dispatched to Pritchard Electric to diagnose the issue. On April 5, 2017, Mrs*** notified HSA that she had not been able to contact Pritchard Electric and HSA transferred the service request to TWC Enterprises to diagnose the issue. TWC Enterprises notified HSA that the company was not available to schedule an appointment to diagnose the issue. As HSA has not been able to locate a company to diagnose the electrical issue, HSA offers Mrs*** two options. First, we offer the customer the opportunity to have her own licensed and insured appliance company diagnose the problem with the range. The technician may contact HSA at ###-###-####, with a detailed diagnosis of the problem and an estimate of the cost to repair the issue. The company should obtain authorization from HSA prior to completing the repair. If Mrs*** has had the electrical repairs completed by a company of her choosing, the customer may forward the detailed information to me for review. The requested information should include a breakdown of the costs incurred for the repair, as well as the technician’s diagnosis of what caused the failure. When I have received and reviewed the requested information, I will advise the customer of HSA’s position. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: ###-###-#### Email: [email protected]

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
They have done nothing to resolve my complaint. They responded that relighting a pilot light is not covered and that the warranty is non-cancelable. Neither of which were my complaint. My complaint was that I did not ask HSA to send someone to my house to relight the pilot, I asked them to resolve the issue causing the pilot light to go out. They relit the pilot light, without looking at the furnace, left in minutes, and then charged me dollars. They did not do the diagnostics I asked them to do, which means that the issues with the furnace were not resolved and we were then without heat for a week when it was under degrees outside.
Regards,
*** ***

HSA apologizes for the customers claims experience. If the customer feels that the vendor did improper workmanship, they would need to mitigate the damages with the vendor. HSA has paid out on the claim in full. If after further inspection of the roof determines further repairs are
needed it would be at the customers expense as the aggregate amount has already been met. Thank you