Home Security of America, Inc.

As I stated in my initial complaint-the lid to the washer was never brokenAwful customer service-took this place a month to remedy a simple problemTried to get through to a supervisor for days about this issue with no luck. 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.]
Regards,
*** ***

November 4,
*** ***
Revdex.com of Wisconsin
WGreenfield Ave
Milwaukee, WI
RE: *** ***, Revdex.com
Case ID No.***; HSA Reference No
Dear *** ***:
HSA is in receipt of your letter dated October 26, 2016, enclosing
additional correspondence from Mr***
Again, HSA does apologize for Mr***’s frustration regarding
this matter. HSA is a service company
and it is our goal to provide timely service solutions to our customersWe
strive to provide the highest level of service to all of our customers and we
are sorry that we fell short of that goal in Mr***’s situation.
Thank you for your consideration
Sincerely,
HOME SECURITY OF AMERICA, INC
*** ***
Customer and Regulatory Claim Resolution Specialist

HSA apologizes for the long hold times. The claim was filed and the homeowner was advised of the coverable amount. He was given the information on where to send the paid invoice for reimbursement

The unit in the home is a TRANE and these units are TRANE manufacturer part specific. Whether HSA would have allowed the vendor to order the TRANE part, which has to be ordered from the TRANE manufacturer, the amount of time to receive the part does not change. Per the terms and conditions of the HSA contract, HSA is not responsible for part delay. Again, HSA does apologize for the inconvenience

HSA will have a service support specialist follow up with the vendor and contact the homeowner to discuss this claim

HSA is unable to offer coverage on the claim. The customer has requested their contract to be cancelled and HSA has cancelled as of 1-25-16. A cancellation letter has been sent to the customer for them to sign and send back to HSA to receive theit $refund. Thank you

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

The homeowner was reimbursed the second deductible on 7/31/and check was mailed out the same day

An HSA supervisor reached out to this homeowner where a second opinion was setup for them and as a result of that the unit is being replaced

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

September 1,
*** ***
Revdex.com of Wisconsin
WGreenfield Ave
Milwaukee, WI
RE: *** (***)
***, Revdex.com Case ID No***; HSA Reference No
Dear *** ***:
Home Security of America (“HSA”) is in receipt of your correspondence
advising of the above referenced complaint.
Your correspondence has been forwarded to me for review and response
Mrand Mrs***’s HSA “listing” plan has a $1,aggregate
maximum for “seller’s coverage” during the listing period regarding any air
conditioning repairs and/or replacements.
Mrand Mrs*** will be contacted by an HSA representative who will
advise them of their remaining contract limit and a cash reimbursement check
representing their remaining contract limit for the air conditioning repairs/replacement
will be issued. Therefore, HSA will be
closing its file. Mrand Mrs***
may contact HSA directly at ###-###-#### should they require any further
assistance regarding this matter
Thank you for your consideration
Sincerely,
HOME SECURITY OF AMERICA, INC
*** ***
Customer and Regulatory Claim Resolution Specialist

HSA apologizes for the customers experience. Previously this was a gesture to allow the customer to use their own service provider and HSA would adjust to pricing on an approved claim for what we would have paid an HSA affiliated vendor. It is clearly stated in the contract that the
customer must call HSA 1st prior to having any type of repairs preformed to determine coverage. If this was done the customer would have been advised in advance of any repairs being done that this is no longer an optional gesture.HSA is unable to offer any coverage for reimbursement on the claims as the terms and conditions of the contract were not followed. Thank you

The claim was approved on 7/10/for the amount up to $1325.00 and the homeowner was left messages regarding this. HSA would need a paid receipt for the replacement of the water heater to reimburse the homeowner. This can be faxed to ###-###-#### or emailed to
***

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]

As stated previously, HSA has tried to locate a contract under the property address *** *** ***, the street name only and the homeowner's last nameand there is not a contract If the homeowner has a different property warranted, then please provide the address or contract number

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,
*** ***

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

April 19, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** & *** ***; HSA Plan No192691442; 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 My previous correspondence accurately stated HSA’s position. The customers’ contract billing has been corrected and the past due flag has been removed. Mrand Mrs*** may disregard any invoices received with regard to this matter. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: 901-597-Email: [email protected]

HSA has received the paid invoice and the reimbursement check of $will be mailed out tomorrow

HSA apologizes for the customers inconvenience and long hold times. HSA has reimbursed the customer in full for the covered repairs to include reimbursing them for the $deductible that would be have been applied to the claim. $will be reimbursed on 12/28/and mailed to
the customer. Thank you