Home Security of America

The claim was filed online and HSA cannot determine coverage until the licensed technician reports the diagnosis of the failure to HSA The contract supports the technicians time out to the home and the $deductible stands

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 This situation is still not resolved and we have no assurance the equipment is actually order or it is the correct system This is the same response we get every time we call - either it was just ordered or it was order the day before but we are not responsible for the length of time it will take for delivery Completely understand you can't take responsibility for delivery time but how about some Quality Assurance and Quality Control on the ordering to ensure the correct system is actually going to show up? Lastly, this email holds no one at the company accountable - no name, no contact information I atleast want a name of someone who can commit for the company ( [redacted] ) because I have no faith that this will be resolved with a simple Revdex.com complaint Regards, [redacted]

HSA was not given the opportunity to have a preferred vendor come out to the home as the repair was already completed when the homeowner called HSA HSA is open hours a day, seven days a week for homeowners to contact in the event there is an emergency failure HSA would adjust the pricing to what the preferred HSA vendor would charge for that repair

An HSA affiliated service provider reported that the main stack is leaking between the 1st floor and the 2nd floorLocated outside of the homeCrack was caused due to freezing HSA contract does not cover failures due to freezing It must be a wear and tear failure If the customer has other estimates from licensed plumbers he may have them call into HSA ###-###-#### to report their findings for re-review Thank you

September 26, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: Randall (Amy) C***, Revdex.com Case ID No.11710179; HSA Reference No [redacted] Dear *** [redacted] 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 Mrand MrsC***’s HSA renewal plan has been cancelled per request and is now considered to be null and void In an attempt to amicably resolve this matter, even though not liable to do so, HSA will reimburse the $trade service call fee that is normally due Mrand MrsC [redacted] can expect to receive a refund from HSA in the amount of $in approximately 21-business days Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Lori N [redacted] Customer and Regulatory Claim Resolution Specialist

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.After further discussions with various contractors, an acceptable resolution of this complaint would be for HSA to renew our current home warranty at their expense This will ensure that as we work through the current problems, they are agreeing to be a continued partner should other failures result due to the previous aforementioned A/C vendor-contractor mentioned in my original complaint If HSA will extend our current home warranty at their expense for year, we would take such an offer into consideration as a possible a agreeable resolution [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

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 apologize for not replying earlier to the information in the system.I have been away from home due to business travel and haven't been able to acquire a final quote on the AC Unit repairI do accept the offer from HSA related to the water heater, and as soon as I am able to procure the final quote and detailed diagnosis from a contractor, I will send that information in.I hope that the continuation of the resolution of this issue remains possible Regards, Jonathan ***

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 [The response given had nothing to do with my complaintI was never attempting to use an outside contractor on the claimI was not comfortable with the vendor in which HSA recommended based on my initial contact with their responses to question I presented to them while setting up the appointmentI was told that I had no choice in whom I allowed to come to my home.] Regards, [redacted] ***

HSA has had another supervisor review this clam Although the failure was present before the homeowner took possession of the property, the true failure was the safety switches had been disabled causing the unit to run improperly per manufacturers specifications This falls into the category of improper installation/fault workmanship per section F, number under the contract, which is not coverable The homeowner was asked to send in the home inspection for review for potential coverage and the homeowner declined The homeowner stated there was a comment on the home inspection by the inspector that the HVAC system needed to be inspected by a licensed HVAC technician and the homeowner indicated that he did not follow through with this recommendation Therefore, HSA maintains the denial on the furnace claim

HSA's offer of $would stand as per the terms and conditions of the contract, on page 3,section Customer Service: HSA is not responsible for matching dimensions, color or brandThe use of non original manufacturer “Component Parts”, including rebuilt or refurbished parts, is permitted in making repairs under this contractWe will use 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 cost HSA considers this matter closed

September 16, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] & [redacted] ***, Revdex.com Case ID No [redacted] ; HSA Reference No [redacted] Dear [redacted] : 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 authorized the replacement of Mrand Mrs***’s dishwasher Section D-of the HSA plan provides that replacements shall be with systems comparable in features, capacity, and efficiency; HSA is not responsible for matching dimensions, color, or brand Section F-states that secondary damage, consequential damage or any damage caused by or resulting from the failure or malfunction of covered or non-covered “Component Parts” Any damage resulting from the actual repair or replacement itselfConditions beyond our control including delays in obtaining parts, relocation of equipment or labor difficulties including, but not limited to, additional costs associated with repair or replacement of a covered mechanical system due to space restrictions or location of the covered equipmentAny damage alleged to be caused directly or indirectly by the services or the timeliness of the services provided by us Section F- provides that cosmetic repairs and non-operational failures including, but not limited to, finishes, cabinetry, panels, trim, buttons, chipping, dents, or scratches are not covered HSA denies any liability with respect to any damages Mrand Mrs [redacted] have incurred HSA does apologize for Mrand Mrs***’s frustration regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

HSA apologizes for the hold times during our peak times HSA will as a service gesture refund back the customer their $deductible HSA dis approve the claim for the replacement of the furnace at HSA affiliated rates and at the cost of the equipment that HSA would provide for an amount of $ This is for parts and standard laboer only per the terms and conditons of the contract HSA would need a copy of a paid receipt to process agains the claim for reimbursement Thank you

[redacted] is typically known to have a better service history with HSA, but as it is you still need a vendor to address your issue within the home I have assigned you another vendorThe company is AAA Flexible Pipe Cleaning Corpand their phone number is ####-###-####A second deductible will not be dueGoing forward, it is procedure that once a company is out that you are required to let them complete the repair or another tech can be sent from the same vendorAs a diagnosis was not made I am transferring this for you

The failure was with the generator and is not covered under the warranty HSA considers this matter closed

March 6, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] , Revdex.com Case ID No [redacted] ; HSA Reference No Dear [redacted] : 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 On November 28, 2016, Ms [redacted] placed a service request for a furnace that was not working and Budget HVAC was dispatched to diagnose any problems on an expedited basis Please be advised that HSA does allow a twenty-four (24) hour guideline to service expedited requests However, Ms [redacted] cancelled the service request and hired an outside company to complete the furnace repairs Section D-of the HSA plan provides that HSA selected service contractors must be used on all claims If HSA cannot provide a contractor for you, HSA will approve the use of a contractor outside of its network Section D-provides that HSA will not reimburse for services performed without its prior approval Therefore, based on the terms of the plan, Ms [redacted] reimbursement request for the unauthorized furnace repairs was denied However, in an attempt to amicably resolve this matter, even though not liable to do so, HSA will reimburse Ms [redacted] one-half of the unauthorized repairs Ms [redacted] can expect to receive a check from HSA in the amount of $in approximately 14-business days AHS denies any further liability with respect to this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

This has been submitted for the past due service fee to be removedThe seller was responsible for this cost but even though the warranty transferred over to the buyer, all parties still would get billed for any past due costsPlease allow business days for this to process and you should stop receiving the past due billing

HSA will review this with our representatives to resolution for the buyer so they will not be responsible for the past due balance

The failure is with the evaporator coil, which is located inside the furnace HSA only approved for the component part that as failing HSA will not approve to replace the furnace, as it is not failing at this claim

HSA has found a vendor to service the refrigerator and has been in contact with the homeowner