Home Security of America

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below If you pay for something and you do not receive the goods or services paid for wouldn't it make sense that you get the money back? Regards, [redacted] ***

Unfortunately we will not be reimbursing you for the work you had completed on the boiler, you were advised that the unit was under manufacturer warranty as it was a year old unit with a known defect to the systemYou were responsible for contacting the manufacturer and having one of their provided vendors look at the system to repair or replace itYour documentation does not show any record of working with the manufacturerIt appears as if you chose to void the manufacturer warranty and pay out of pocket to have the repairs completed on your own accordIf these circumstances are in fact correct and you can not prove otherwise, you will not be reimbursedAlthough, we did reimburse you the service fee as a gesture for the confusion with the vendors

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I was not told this information when the claim was filed I was told to purchase a new fan and keep the receipt, have the company (I could choose but HSA just needed to speak with APM prior to the work starting) for the installation, subtract my $deductible and then send me a check for the difference If I had know about needing to pay APM from the beginning, I would have done so Every time I called in to HSA to check on the status of my money, the agents did not know or seem to understand what was going on and could never give my any information They said they would research it and get back to me, and there were several times where I was never called back They waited for me to call back to inquire, in which I would spend anywhere from 1-hours on hold Ridiculous! It wasn't until I spoke with another Supervisor on 7/26, that I was told to submit payment to APM for the install and email the paid receipt to HSA I did so on 8/4, and also received an email stating the receipt had been received that very same day They told me I would receive the reimbursement check within 7-days Here it is 8/14, I still have not received anything The communication I've experienced with HSA is the worst I've ever dealt with in my life, with any company I've done business with Regards, [redacted]

HSA is having an authorization associate call the vendor for the diagnosis and will contact the homeowner with status

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I filed online for a repair check on April On, April 11th, I noticed that the visit was set up for only one unit (we have three and all had issues) I called and I had to talk to the woman answering the phones at Sierra Service and she said I had to get HSA to put them all on the same ticket or it would cost $for each unit It took over fortyfive minutes to get this resolved The next Monday, the service man came out I discussed that we had our units regularly serviced by the company that traditionally helped us in the spring and fall for routine maintenance He said that all units needed work and to let the HSA know I kept his report, which shows what is wrong with each unit Please let me know if I should forward it He looked at the units, said he would write a report and get it to HSA and us Later, I left work (April 17) and received a phone call from HSA rep that the unit wouldn't be covered I asked why, he was vague I asked about the other units He said only one was evaluatedI asked for a report He said they would send a letter denying the claim I said we will contest it so what is the next step He said, we send another company out, if they agree with us You are out of luck I said, can I get an independent company and he said no He will send a request for the second companyI said I will take care of it.The next week, I kept getting phone calls letting me know that this other company was confirming my appointment Since I hadn't made an appointment, the first few day, I just ignored it Finally, I called the company and explained that the HSA made the appointments and apologized for their time being wasted I couldn't let them in my house because I was at work Last Monday, I called and requested a letter denying my warranty This Monday, they said it was sent that day I have also called the Sierra Services phone number four times Each time the VM is full and there is no way to contact themI want a written report from what that repairman found There has been nothing given to me in writing, nor has either other unit been evalualatedIt is untrue that the units are working Currently, the upstairs unit doesn't even run and the middle unit doesn't push out hot air In this time, I had a second independent contractor look at the units and he agreed with OUR independent AC repair report We could compare the reports but we have received NOTHING in writing, which feels very suspicious IN this time, we have contracted our attorney and he needs all paperwork in writing It certainly would be easier if we had all of the HSA documents and service call records but after multiple requests, I have still received nothing but bills, which aren't even correct Please let them know that we still have broken units so they are currently in breach of their own contract Regards, [redacted] And [redacted] ***

HSA is mailing out a check for $on Monday, 11/23/

After further reviewThe contract covers for failures of plumbing that is encased in concrete up to a $aggregate limit per the terms and conditions of the contract HSA will only pay for the portion that is failing within the concrete HSA has approved for the $limit on the claim This can be found in section F Limitations of Liability #Any plumbing or ductwork failure requiring access through concrete, stone, rock or brick is limited to $aggregate for total repair cost including access, diagnosis, repair and /or replacement, even if the primary failure is not located within the concrete, stone, rock or brick This aggregate limit is for the year of the contract Thank you

Per the HS contract, on page 4, number 4: Kitchen Appliances: NOT COVERED: ????ice maker/crusher and beverage dispensers; drain, condensate line? clearing, any failures to the door other than appliance controls located within the door; clocks, knobs, handles, dials, springs, hinges, tubs, liners, baskets, shelves, drains, glass breakage, probes, rotisseries, racks, rollers, light bulbs, lock/key assemblies, buckets, televisions, computer screens or computers that are part of an appliance but do not affect the primary function of the appliance; stand-alone freezer, wafreezers The contract clearly states that the beverage dispenser is not a covered component The star upgrade covers the beverage dispenser When the claim was originally filed on 7/8/15, the contract did not have the star upgrade and cannot be added until renewal The homeowner added the star upgrade to his renewal, which was to begin on 8/6/15, on 7/13/ The homeowner filed the claim again on 7/16/15, which was denied again as the contract did not have the star upgrade until 8/6/ However, since the failure occurred prior to the contract having the star upgrade added, it still would not have been covered under the renewal either as it was pre-existing The denial of the claim stands.????????????????????????????????????????????????

HSA is dispatching a different vendor for a second opinion and waiving the deductible on the service call If the homeowner does not hear from Ice Cube Air, please call them directly at ###-###-#### to schedule the service call

HSA apologizes for the delay the homeowner experienced with this claim The claim has been approved and the check ($minus the $deductible) will be mailed out tomorrow,

The plan was cancelled due to inactivity on HSA's behalfA refund of the $I paid was requested at the time of cancellation to which I was told it was to be held as a "cancellation fee"No fee was discussed prior to my request for a refundI want a full refund of the $paid since no services were rendered under the contract the $was paid for

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted] I have discussed this matter with HSA for hours on the phone to attempt to resolve thisAll of my contact with them involves me reaching out to them and spending over 45min on the phone to get a "next step"I had Sears come to my home on Oct 2othDave the technician recommended replacement of my dishwasher and verbally reported he would forward this information onto HSAI am on the phone now as days later, sears has not contacted HSA and when the HSA phone rep called he wished to send a "second opinion" to my home againThis is not what he said to me in person and he was my second opinionI have spent countless hours with these technicians at my home to not resolve this issueI have not had a working dishwasher since the spring and my refrigerator continues to freeze my groceriesUnfortunately, I have had to take a large amount of time away from my jobThe person on the phone is now recommended a third reviewer to come to my homeI can't continue this

The homeowner was approved at HSA for cost of repairs totaling $1400, if there was additional work that needed to be completed above that approval, the homeowner's vendor would have had to call in for the additional approvalAs this was something that did not happen we would not reimburse homeowner for the additional unapproved work that was completedWe do inform techs to give us exact estimates as that is what the homeowner will get reimbursed for, also the homeowner was aware this was the amount they were approved forIf there were changes to this they should have contacted HSA upon finding out these differences to get there approval amount adjustedUnfortunately this did not happen, the additional repairs the homeowner had were not approved and we would not reimburse them for unauthorized work that was completedThere was an additional deductible taken out of the reimbursement that should not have been, this amount will be refunded to the customerThank you

You were approved for the replacement of one furnace for $and the secondary furnace for $2000, a reimbursement totaling $was processed mid-July and you should be receiving the check any day if you have not already via mailTypically in situations with using your own company we need to talk to the tech upfront, review the diagnosis and get the total cost of the work that needs to be doneOnce it's approved a homeowner can complete the workThen provide a paid invoice to HSA to reimburse the customer for the cost of the work that was approvedSometimes this process is made more difficult if the two parties trying to resolve this can't get in touch with each other

Per the terms and conditions of the contract, there is a $aggregate for seller's HVAC The homeowner only has $left that can be used for any future HVAC claims during the contract period, which expires on 10/16/

HSA apologizes for the delays in the claim process HSA has obtained the diagnosis from the customers service provider However, HSA was informed that this service provider does not do the installs and would need to speak to the install company HSA has made numerous attempts to obtain pricing from [redacted] ###-###-#### If the customer is able to attach a PDF formatted copy of a quote and or an estimate for further review of pricing breakdown of services that are being requested of the installer HSA will have a Supervisor review for potential coverage Thank you

As previously stated, HSA is standing by the cash out amount of $for the oven replacement Per the HSA contract, Customer Service subsection 2: We have the sole right to determine if items will be repaired or replacedUnless specifically identified elsewhere in this contract, replacement shall be with systems comparable in features, capacity and efficiency; HSA is not responsible for matching dimensions color or brandThe use of non-original manufacturer “Component Parts” is permitted in making repairs under this contractWe willuse original manufacturer “Component Parts” when non-original manufacturer “Component Parts” are unavailableHSA reserves the right to obtain additional opinions at our expenseHSA reserves the right to offer cash in lieu of repair or replacement based on what HSA can expect to pay to repair the failure (parts and labor); this amount may be less than retail or less than your actual costOnce a failure has been diagnosed, subsequent failures to the same system will be exempt from coverage unless and until proof of repair is submitted to HSAProof shall include, but is not limited to, receipts verifying repair and/or replacement HSA has also advised the homeowner that they will assist with the purchase of a new unit internally using the company credit cardA supervisor tried to call the homeowner and left a message with this information HSA considers this matter closed

January 31, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] , Revdex.com Case ID No [redacted] ; HSA Reference No Dear [redacted] : HSA is in receipt of your letter dated January 25, 2017, enclosing additional correspondence from Mr [redacted] HSA is in receipt of the previously requested information After further review, Mr [redacted] can expect to receive a check from HSA in the amount of $3,for the replacement of the furnace in approximately 10-business days Therefore, it appears that this matter is being resolved and HSA will be closing its file Mr [redacted] may contact HSA’s Service Department directly at ###-###-#### for any further assistance regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

HSA has already mailed out the reimbursement check to the homeowner on 11/3/without receiving the paid receipt first HSA is asking the homeowner to send in a copy of the receipt once the new unit is purchased

After further review, HSA will reimburse the homeowner $for the PRV replacement The check will be mailed out tomorrow