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
I still have a hole in my roof and water damage and no unit installedUntil all these matters are addressed I will NOT be closing this issue
Regards,
*** ***

For submitting the receipt for the Freon it would just go into processing and review to reimburse you for that cost, unfortunately it takes a few weeks to go through this process after you submit the receiptOnce it was approved to reimburse you, you would be notifiedIn respect to replacing the A/C system, the warranty only covers to replace systems that are failingIn your home just the evaporator coil was failing and not the furnace or condensing unit which is why we would cover to replace just that unit and not the others, just because of age or efficiencyOnce you are approved, which we had approved you for $with your vendor towards replacing the coil, you can choose to just make the repair or put that money towards upgrading the systemThis option is something that we offer for every claim we provide coverage towards after it is approved

HSA has denied the claim due to the failure occurring prior to inception date of the contract. The licensed technician found the unit to be empty of Freon upon inspection and performing an electronic leak search. With technician having to use an electronic leak detector to
locate the leaks indicates the leaks are small and have been leaking for some time for the unit to be completely empty of Freon. HSA maintains this denial

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 previously responded to this and it was not resolvedI'm just looking for an update from the other party (HSA)
Regards,
*** ***

HSA apologizes for the long hold times the homeowner experienced. The claim was approved for replacement of the condensing unit and adjusted to the pricing the HSA affiliated vendor. The homeowner approved the non-covered charged on 7/21/

HSA has approved the claim for the thermostat and wiring and left a voicemail for the homeowner on 9/2/15. HSA called the vendor and notified them that the claim was approved and they will be calling the homeowner to schedule the repair

September 29,
*** *** ***
Revdex.com of Wisconsin
WGreenfield Ave
Milwaukee, WI
RE: Richard ***
B***; Revdex.com Complaint ID No11700503; HSA Reference No***
Dear *** ***
Home Security of America, Inc(“HSA”) is in receipt of your
letter dated September 22, 2016, regarding of the above referenced
complaint.
HSA does apologize for MrB***’s frustration regarding the
microwave claimIn order resolve this matter HSA is currently attempting to locate
another HAS authorized service contractor to run the microwave claim. HSA will advise MrB*** once a service contractor
has been located
Please be advised that my previous offer to allow MrB***
to locate the licensed and insured service contractor of his choosing to run
the microwave call and forward the invoice to me for review remains open
Thank
you for your consideration
Sincerely,
HOME
SECURITIES OF AMERICA, INC
Marcy
C***
Customer
& Regulatory Claim Resolution Specialist

HSA apologizes for the customers experiences. The customer must use an HSA affiliated service provider for all claims. If the customer chooses to go outside the network there will not be any coverage or any reimbursement for repairs
Thank you

The failure to the PRV was a denied claim as the failure was caused by lines being frozen due to the unit being shut off. This is not something that HSA provides coverage for as it is not wear and tear. HSA has sent a check for $on 5/28/

As of 7/14/15, HSA was requesting a third opinion on this claim. The service provider advised HSA that they would go to the home on the morning of 7/15/15. HSA is awaiting the diagnosis from 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
In regards to the latest email I received, I find what you call a breech of contract, disturbingWhen homeowners purchase a home warranty we're under the impression that for a certain time frame we'll have a peace of mindThat definitely wasn't the case for me and many other homeowners who believed that we were protecting ourselves and families by having a home warranty through HSA. The reviews I've read about HSA they have been controversial, appalling, disturbing, horrible etcI can see why customers are upset and turned off with HSA's lack of commitment to those who have felt vulnerableSome faithful customers who have been with HSA for more than 5 years have called it quits do to sky rocket premiums and issues I've mentioned belowIt would be understandable if there was just one area of concern but customers have voiced their concerns and opinions but to no avail except for a letter that the CEO wroteI find it easy for him to sit behind a keyboard and type a commentary letter on how he won't tolerate what dissatisfied customers are saying about his company rather than fix the issues and problems at hand! He gives data in reference of the many satisfied customers which leads me to believe you have to live in a certain demographic region or be in a social economic level status. The concerns stem from poor customer service, website to file claims not working, extended wait times, no call backs after leaving a messages, delay and stall tactics in work orders being processed, poor to substandard workmanship by technicians, problems unresolved by technicians, customers having out of pocket expenses to have repairs done correctly after being fed up. There have even been incidents of fires, health issues and gas leaks on homeowners properties that stemmed from multiple issues where the technicians only complete one task at a timeIn the dead of winter, summer and being disabled how long are we as customers suppose to wait before service is rendered to eliminate our problems of concerns? We're having to try and find alternatives to our living quarters due to HSA neglect of providing adequate service that the contract clearing statesYou want to speak about breech of contract! There's no excuse for the extremes that we as customers have had to endure to have work completed that's covered by HSA? How about the Spirit of Law vs Letter of Law? Where a persons well being supersedes any amount money! When exceptions are made in good faith, a simple judgement call is taken into consideration, or even where common sense prevails
Regards,
*** ***

HSA apologizes for the customers claim experience. There were multiple failures with the system and parts needed to be researched and located. Once parts were located they needed to be shipped to the vendors shopParts delay is outside of HSA;s control and especially during the peak season at this time. 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,
*** ***

January 25, Stacy *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: David ***, Revdex.com Case ID No***; HSA Reference No*** Dear Stacy ***: 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 records indicate that on January 6, 2017, HSA authorized Mr*** to hire an outside company to diagnose any problems with the steam heat boiler system. Mr*** was advised that the outside company would need to contact HSA directly with a diagnosis and estimate prior to completing any repairs. Section D-of the HSA plan provides that we have the opportunity to speak with the service contractor prior to the implementation of any repairsFailure to do so may result in our denial of reimbursement for the expenses you incurred. It does not appear that the outside company has contacted HSA with the requested information. In order for me to further review this matter, please advise Mr*** to forward a copy of an itemized invoice to my attention at P.OBox 727, Carroll, IA 51401; or via fax at 1-901-597-0430; or via email at ***, for possible reimbursement of any covered charges. The invoice should describe what malfunctions were found, and include an itemization of the work performed and the total costs incurred. Once I receive and review the requested itemized invoice, I will advise you of HSA’s position regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Lori *** 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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I understand they believe this was a "pre-existing condition" because the damage could not have happened in a weekHowever, as a new homeowner, isn't this the reason to get a home warranty? How could a person buying a house know about this condition beforehand? I am not HVAC certified and did not know this was a problem or I would have had it fixed before I bought the house. What I do not understand is pre-existing or not, this should be covered under the home warranty or what is the purpose of a warranty in the first place? Also, I called the company who placed the furnace and they said it was not a recallThere was a default which was given an extended warrantyTherefore, the previous homeowner wouldn't have needed to fix anthing until the part malfunctioned, which unluckily happened to occur only a week of my owning the home
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. Please make the check payable to myself, *** *** ** *** ** *** *** ** *** *** *** *** ***
Regards,
*** ***

The contract was cancelled per the customers request. Thank you

The customer may fax a copy of their paid receipt to ###-###-#### for processing
Thank you

HSA is maintaining the denial of the charges for the cameraing of the line per the terms and conditions of the contract. HSA pulled, reviewed and allowed the homeowner to listen to the call between the technician and authorization associate

HSA is not able to offer coverage for the humidifier. The humidifier is not attached to the ductwork and per the terms of the contract it must be attached for any coverage. Thank you