Home Security of America, Inc.

HSA is currently in review of replacement for the customers refrigerator due to multiple failuresWe will be in contact with the customer to review options available to them. Thank you

HSA apologizes for the customers experience with the faucet claim. HSA will refund back the $deductible as the claim was set up in error as the customer does not have faucet coverage on their contract. Thank you

The contract was cancelled as the homeowner advised HSA on 9/3/that the home was off the market and was going to be put back on shortly. The contract for sellers is only during the listing period and if off the market, there is no coverage. HSA is refunding the homeowner the $
deductible for the July dishwasher claim that was a recall claim and he should not of paid a deductible. The refund check will be mailed out 11/10/

HSA apologizes for the delay with the claim and has confirmed with the vendor that the repairs have been completed on 8/14/

Since the contract expired 8/21/15, HSA would not be able to assist with this issue. The condensing unit was replaced in April and it is past the potential recall procedures of days for labor and days for parts. The homeowner can contract the vendor directly who
replaced it and have them look into the findings of the failure

You are approved for replacing the air handler and condensing unitThis install was approved on 7/and has been awaiting confirmation from you to pay the non-covered portion of the cost that the warranty does not cover forYou were provided the option of doing a cash in lieu to use your own
vendor for the work if you did not want to use our vendor and/or pay the non-covered amount then once you provide a paid invoice you would get reimbursed what we would have covered if we used our vendorThese options were also provided to you on 7/In regards to the portable a/c units, all you would need to do if provide the receipt for purchasing the unit/s and we could reimburse you the set amount we offer to reimburse all of our customers as a convenience concession towards a portable a/c unitI also provided this information to you via voicemail

An authorization associate is contacting the service provider to obtain more information and the homeowner will be contacted once we have reviewed the claim

The HSA contract does not cover failures due to improper installation or fault workmanship. The claim denial stands

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 Wed, Oct 28, at 4:PM, *** *** *** wrote:Hello,Here is a copy of the paid invoice for the new furnace.Thank you,*** ** *** *** *** ***
Regards,
*** ***

HSA can offer to cover the restocking fee to return the unit and the homeowner can choose to take the cashout option to purchase a unit with the correct dimensions. Per the HSA contract, HSA do not cover modifications to cabinets to make a unit fit. The homeowner should contact HSA with
her decision

HSA has already spoken with the homeowner and the claim has been approved and moving forward with the repairs. The vendor will contact the homeowner directly to schedule the repairs

The homeowner has gotten in touch with HSA as of 7/and filed a claim for the clothes dryer

I apologize we do experience an influx of calls coming in in the summer season and we try to accommodate for these as best as possibleI do see in the system that as soon as you made us aware you had cancelled your other appointment we dispatched another company, they came out same day and
completed the repair on the refrigeratorIf you do have any additional issues with the unit, please be sure to let us know immediately and we can have the same company come back out to evaluate it againAs well you are able to set up claims online if you do not want to wait on the phone for assistance

HSA gave homeowner authorized choice of vendor, meaning they can contact their own vendor as HSA had no service provider available. This occurred on 7/20/and HSA approved emergency service on this claim. HSA needs the diagnosis from the service provider to proceed with the claim
process

I have had heard from HSA, only by reaching out to them myselfMy issue was never solved by them, and I had to fix the issue myself, although it was a covered issueI am in the process of waiting for a full refund on the warranty, which was difficult to get in itselfI have never experienced this
horrible of customer service in my lifeWhich is why I just requested the refund

The claim was approved for $minus the $deductible for a total of $125. HSA needs a copy of the paid invoice to process the reimbursement. The homeowner can fax it to ###-###-#### or email to ***

December 8, *** ***
*** *** *** ** ***
*** ** *** ***
*** ** *** 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 heating issues. On November 13, 2016, service was requested for a furnace and the request was dispatched to Air Sales & Service Mechanical Company to diagnose the issue. On November 18, 2016, Air Sales reported to HSA that the furnace that heats the downstairs portion of the home needed to be replaced and HSA authorized the technician to complete the replacement. Section D-of the warranty plan provides that replacement shall be with systems comparable in features, capacity and efficiency. HSA ordered the replacement furnace for the technician to pick up from a local supply house. There were some items necessary for the replacement that are not covered by the warranty plan. Section F-of the warranty plan states that coverage does not apply to modifications charges or costs for metal fabrication, plenum work, or electrical changes necessary to satisfy the installation requirements of a new replacement unit. If the Star Upgrade is purchased, HSA will pay up to $aggregate towards modification charges associated with an approved heating, air conditioning or water heater repair or replacement. After applying the amount covered by the Star Upgrade that was purchased by the customers, the charge to the customers for items not covered by the warranty plan was $655, payable by Mrand Mrs*** to Air Sales On November 29, 2016, service was requested for the heating system that heats the upstairs portion of the home and the request was dispatched to Air Sales to diagnose the issue. On December 2, 2016, Air Sales reported to HSA that the unit was a heat pump system and that the condensing unit located outside the home and the air handling unit located inside the home needed to be replaced. HSA authorized the technician to complete the replacement and the necessary equipment was ordered for the technician to pick up from a local supply house. There were also some modifications necessary for the replacement that are not covered by the warranty plan. The customers’ cost for items not covered by the warranty plan for this replacement was $525, payable by Mrand Mrs*** to Air Sales. Air Sales has reported to HSA that both replacements have been completed. If the customers experience a further issue with the heating systems, they should notify HSA so that the matter may be addressed. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC. *** *** Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: ###-###-#### Email: ***

[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,
*** ***

Please see the attached letter

December 23, *** *** 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 In order for me to fully and fairly review this matter, please advise Ms*** to forward a copy of her paid invoice to my attention via fax at ###-###-####, or via email at [email protected]. The invoice should describe what mechanical failures were found with the furnace and itemize the work performed and the total costs incurred. Once I receive and review the requested information, I will advise you of HSA’s position regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist