Home Security of America, Inc.

HSA has approved for the draining of the tank and the replacement of the elements. If the customer choses to replace the water heater, they may take a cash out option in lieu of the repairs. They must call into HSA to notify if this is what they would like to doThank 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 received the requested refund and this matter can be considered resolved Although, I must note the exhausting time and effort it took to get to this point HSA, your claims in advertisement are very different then your realityI hope you change your business practices or be removed from the Revdex.com website New Customers be warned.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

April 3, *** *** 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 has been working directly with Ms*** in an attempt to amicably resolve this matter. Please be advised that HSA will continue to repair any covered item until it has been reported by an independent service contractor that the covered item is no longer repairable and in need of replacement. It has not been reported to HSA that the dishwasher is in need of replacement. On March 29, 2017, Appliance Repair, Increported to HSA that the hinges and door panel had failed due to wear and tear and HSA has authorized the service contractor to complete the covered repairs. The service contractor will contact Ms*** directly to schedule an appointment to complete the covered repairs once the replacement parts have been received. Section D-of the HSA plan provides that if service work performed under this contract should fail, then HSA will make the necessary repairs without an additional deductible for a period of days on parts and days on labor. HSA does apologize for Ms***’s frustration regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist

HSA apologizes for the delay in the claim and an authorization associate will contacting the homeowner to review authorized choice procedures

The homeowner was left a message on 7/17/to make sure the repairs have been made and to call back with any questions. HSA also called the vendor and left a message to verify the repairs to done and to call back. HSA is refunding the $deductible to the homeowner for the delay with
claim

HSA had tried to contact the roofing company you had out, during business hours, innumerous times to retrieve a diagnosisWhen contact was finally made the company reported the failures were from weather related damage that affected the area over the garage and the rear of the homeI regret to inform you the warranty does not cover for weather related failures that have occurred to a homeIn addition to, that the warranty does not cover for roof replacement which was what the quote for the cost of repair had indicatedIf the failure would have been from wear and tear or due to age, the warranty provides coverage up to $for the repair of a roof leak only

[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,
*** ***

After further review, the customer went outside of the HSA vendor network for services performed prior to filing a claim with HSA. HSA is unable to honor the claim as we do not authorize customers choice vendorsYou must use an HSA affiliated vendor per the terms and conditions of the
contract. If an HSA preferred vendor is not available at that time then HSA would give the customer authorized choice. This is not the case for this particular claim situationHSA cannot offer any reimbursement and or coverage on the water heater claim. Thank you

When a homeowner uses their own vendor, HSA advises them that HSA will adjust to the price of what the HSA affiliated vendor would charge for the repair. The approved amount for this claim is $and as a service gesture HSA not waive the $deductible. HSA would need copy of the
paid invoice to process the reimbursement

HSA apologizes for the long hold times and the customers experience. The failure was with the water softner and the customer does not have coverage for this item as it is a separate buyer option that would have needed to be purchased for additional coverage. The contract does not cover
for any water damages nor secondary damages as well even if the customer did have coverage for a particular item. HSA is unable to offer the customer any coverage at this time. Thank you

HSA apologizes for the delay in the claim that the homeowner has experienced and is refunding the deductible as a service gesture. HSA has advised the homeowner that they will adjust the pricing to what their vendor would charge for the repair. The cashout amount is $and HSA needs
a copy of a paid invoice to reimburse the homeowner

HSA has followed proper procedures for this claim per the terms and conditions of the contract and considers this matter closed

June 22, 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 June 19, 2017, regarding the above referenced complaint. HSA does apologize for Mr***’s frustration; however, the HSA plan allows for HSA to run second opinion service requests at our discretion and they are not limited to when HSA does not have a vendor to service an area. Section D-of Mr***’s HSA plan again provides that HSA reserves the right to obtain additional opinions at our expense On June 19, 2017, the technician with Quality Climate and AC Increported to HSA that he completed leak detection testing and found no leak on the air conditioning system. The technician recharged the air conditioning system with two (2) pounds of refrigerant and no other failure was found Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC *** *** Customer & Regulatory Claim Resolution Specialist

September 28,
*** ***
Revdex.com of Wisconsin
WGreenfield Ave
Milwaukee, WI
RE: *** ***, Revdex.com
Case ID No***; HSA Reference No***
Dear
*** ***:
HSA is in receipt of your
correspondence dated September 14, 2016, enclosing additional correspondence
from Mr***
HSA does apologize for Mr
***’ frustration regarding this matter.
Mr*** has requested reimbursement for his air conditioning repairs
completed by an outside company. Please
advise Mr*** to forward a copy of his paid invoice to my attention at *** for further review of this matter. 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

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
Upon reviewing the response from HSA in regards to my compliant, I am rejecting the response that has been issuedHSA records are definitely incorrect, yes, Budget HVAC did come to my home, the furnace had already been cleaned and he did recommend what size filters I needed, where they go and I immediately purchased themI called and spoke with Amanda after not receiving any communication from HSAShe apparently didn't have any notes on this matter, so she contacted a department that did, that spokes person told her that I had been denied because of dirty coils. With each service call being $and if I had to file a claim separately my out of pocket expense for me would have been substantialIt seemed that the issues that were developing were coming one right after another with no break in between. The technician was called to resolve a noise issue that was coming from the furnace and since he was here I felt it was a good opportunity for me to express some other concerns that I was experiencing with the furnaceWhen talking to him he mentioned it sounds like my concerns were the beginning stages for bigger issues that would eventually develop into something major down the roadHe shared with me do to the age of the furnace, replacement parts may be unavailable or there's a chance that the replacement part won't fit. MrCrowell agreed with the findings of the technician but he also noticed that furnace electrical circuit wasn't grounded nor was there no trap on the condensation linePreviously I submitted paperwork of his findings and I attached a letter stating in regards my position on my decision. Furnace and AC Issues: Noise coming from the storage area where the hot water tank and furnace are locatedIt sounded like a life support machine which turned out to be the condensation pump that was malfunctionedThe new one didn't fit it was loose in areas and too, not working correctly. The furnace was blowing irregularly with no heat most of the timeI purchased two space heaters and ran my electric fireplace in order to get some heat in my condo. I did contact ***, she informed me to scan the document and then email it to herI told her that I didn't have that capability right now. I then asked if she had a fax, she replied noSo the only alternative way to get what I had to her was by mail and that would of taken precious time that I didn't have. By the time HSA would of had someone to come out, evaluate the failures, diagnosis whether to repair or replace, would of wasted valuable time which I didn't have at this point. Time definitely wasn't on my side especially in the dead of winter I was cold, hurting, sick (bronchitis) with nothing left to do but to purchase a new furnace and a/cI was able to get it installed the next day due to the weather and availabilityThis wasn't an easy decision since I'm retired and living on a fixed incomeI personally don't have that kind of money just lying aroundBut it gives me a peace of mind knowing that I don't have to worry about fixing the old outdated furnace, health issues from it or even death. Sincerely,*** L***

February 23, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***, Revdex.com Case ID No***; HSA Reference No Dear *** ***: HSA is in receipt of your letter dated February 17, 2017, enclosing additional correspondence from Mr***. Per my previous letter dated October 10, 2016, Mr*** can expect to receive a check from HSA in the amount of $for the unauthorized air conditioning repairs in approximately 14-business days. Please be advised that HSA will not reimburse Mr*** for the $non-covered purchase of a comfort plan membership through the outside company. 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

The filter for the pool was denied due to the failure did not occur within the contract period and the air conditioner claim was approved. HSA cancelled the contract per the terms and conditions of the contract and the refund amount quoted to homeowner stands. The homeowner was emailed
the cancellation letter to be signed and returned to HSA

September 8, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** & *** ***; HSA Plan No000141707; 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 HSA apologizes for the frustration Mrand Mrs*** have experienced. HSA’s previous correspondence accurately stated the information in HSA’s records, as well as HSA’s position. Section E-of the warranty plan provides that steam boilers and water heater/heating combination units are covered up to $1,aggregate. HSA authorized repairs in May, which brought the remaining limit to $1,032.45. Therefore, I find that HSA rightfully reimbursed the customers the remaining amount of the limit by check in the amount of $1, With regard to the customers’ claim of damage, Section F-of the warranty plan states that coverage does not apply to secondary damage, consequential damage, or any damage caused by or resulting from the failure or malfunction of covered or non-covered component parts. Coverage does not apply to any damage resulting from the actual repair or replacement. Therefore, HSA denies liability with respect to damage. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist

HSA apologizes for the inconvenience the homeowner has experienced. The vendor was out to the home on 5/and the parts are ordered. Once the parts arrive, the vendor will contact the homeowner to install

This was being re reviewed by our purchasing department to re-research like kind and quality of unit and would get back intouch with the customer for his options. Thank you