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,
*** ***

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 delay in the claim and is having an associate call the vendor to get the diagnosis. Once they have spoken to the vendor, the homeowner will be contacted for status update

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,
*** ***

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 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

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

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 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

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

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 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

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

HSA has confirmed with *** *** of *** that they do service and repair Carrier units. HSA has dispatched them and they will call the homeowner to schedule the service callFor the homeowner's record their number ###-###-####. If the homeowner does not hear from them in a couple of hours, please call them directly to schedule the service call

After further review of the claimHSA did have preferred affiliated vendors to take the service callsThe customer chose to go outside of the network for services rendered. HSA does not allow for this per the terms and conditions of the contract. 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
[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,
*** ***

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
Yes, I have canceled my policy with your company However, this in no way negates or invalidates the $reimbursement promised to me for the $I spent on a portable unit as a result of your company's negligence I expect to receive this $in addition to the $prorated refund of my policy for a total of $ When you fail to provide timely service, or no service at all for that matter, you should eat any cost incurred That is just good business practice It is evident your company is not versed in good business practices, else we would not be having this conversation As far as I am concerned, I should be receiving a full refund of my policy for $in addition to the $reimbursement for a total of $to compensate me for my wasted time.Regards,
*** ***

January 4, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: William & Andrea F*; HSA Plan No; Revdex.com Complaint Case No Dear MsJuedes:
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 MrsF* have experienced. I have reviewed HSA’s records with regard to the furnace issue. On November 27, 2016, service was requested for the furnace and the request was dispatched to Redeemed Heating & Cooling, L.L.Cto diagnose the issue. On December 1, 2016, Redeemed Heating reported to HSA that the system was a heat pump and the compressor in the system needed to be replaced. HSA authorized the technician to complete the repair and the replacement equipment was ordered. There were some items necessary for the replacement that are not covered by the warranty plan. Section F-of the warranty plan provides that HSA will not contract to perform service nor will it pay costs related to refrigerant recapture, evacuation or disposal of refrigerants or contaminants. Section F-of the warranty plan states that customers may be charged an additional fee by the service contractor to dispose of an old appliance, system or component. The charge to the customers for items not covered by the warranty plan was $130, payable by Mrand MrsF* to Redeemed Heating. On December 7, 2016, Redeemed Heating reported to HSA that the heat pump was a Trane brand unit and that the compressor replacement was covered by the manufacturer’s warranty. Section F-of the warranty plan provides that in the event that there is other collectible insurance, manufacturer warranty or in-house warranty or guarantee coverage available to the customer covering an operational failure that is also covered by the HSA contract, HSA’s coverage shall be in excess of, and we will not contribute with, any other insurance, warranty or guarantee. Therefore, HSA notified Redeemed Heating to work directly with the manufacturer regarding the compressor replacement. On December 22, 2016, Redeemed Heating reported to HSA that the technician had confirmed that the replacement compressor was not covered by the manufacturer’s warranty. Therefore, HSA authorized the technician to replace the compressor and the replacement parts were reordered from the manufacturer. The replacement compressor is estimated to arrive to Redeemed Heating on January 5, 2017. When Redeemed Heating is in possession of the replacement compressor, they will contact Mrand MrsF* to schedule an appointment to complete the repair. The customers may also contact Redeemed Heating at 417-241-to discuss scheduling. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly Tiffany Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: 901-597-Email: [email protected]

The homeowner approved the non-covered charges today and the claim is moving forward. The base warranty covers standard labor and the parts/equipment. It do not cover code upgrades, installation modifications, disposal fees and permit fees, those would be the homeowners
responsibility