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. Since I myself have to pay for the test that HSA has approved and HSA refuses to tell me how much of a new system I will be financially liable for (assuming either a 3,4 or 5 ton unit), I cannot spend any more money.I've already paid their 1st repairman $400 for a unit that is not working. They want another $75 for the second inspection that they promised would be free and an additional $250 for a test on a unit that I may most likely have to pay for myself (since they refuse to give any information on that regard).Their own technician at Carolina Air Heating and Cooling admitted to me that HSA does not approve major repairs for 10 year old units, where less than one year of time on the warranty has passed........and we have a one year warranty.My complaint has not been resolved in any way.Regards, [redacted]

The claim was denied due to the pipe was corroded shut and could not be routed Per the terms and conditions of the contract, HSA does not cover to cut out the pipe where the clog is and replace the line The contract states, under Interior Plumbing : COVERED: leaks and breaks of water supply lines, gas lines, drain and waste lines, polybutylene piping;?? drain line routing with rotary machinery ???(excludes camera diagnosis and hydro-jetting to clear the line) through an accessible cleanout, ptrap,? drain or overflow access points; pressure regulators, wax ring seals; toilet fixture and water tank (replaced with builder’s standard as necessary); parts within the toilet tank, in-line shut-off valves, risers leading into: sinks, tubs and toilet Since the water line could not be routed to clear the pipe and the pipe that was corroded shut had to be cut out, the claim is denied.??????????

HSA apologizes for the customers experience on their claim A supervisor is currently working on final resolution on approval of the claim Thank you

The refund is being sent to the title company, who closed the property It is HSA's policy to send the refund back to the party who sent the check and they would disperse the funds to the appropriate party The homeowner would need to check with the title company on the refund The refund check will be mailed to the title company tomorrow

Your account will be corrected to reflect this and you should no longer receive billingPlease allow billing cycles or days to stop seeing the billingThank you

April 14, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] R [redacted] ; Revdex.com Complaint ID No [redacted] ; HSA Plan No Dear Ms [redacted] : Home Security of America, Inc(“HSA”) is in receipt of your letter dated April 11, 2017, regarding the above referenced complaint HSA does apologize for Mr [redacted] ’s frustration regarding the leak claimIn order to resolve this matter HSA is willing to reimburse Mr [redacted] up to $for the repair of the improper installation of the flange upon receipt of the invoice for the completed repair Mr [redacted] may forward a copy of the invoice to my attention at the email address [email protected] or the mailing address P.OBox 727, Carroll, Iowa Please advise Mr [redacted] to black out any confidential information such as credit card or bank routing numbers on the requested invoice Once the invoice is received and reviewed HSA will forward Mr [redacted] a check for up to $ HSA will await the invoice Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

February 9, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: Paul WD***; Revdex.com Complaint ID No11945601; HSA Reference No [redacted] Dear [redacted] Home Security of America, Inc(“HSA”) is in receipt of your letter dated February 6, 2017, regarding the above referenced complaint Please be advised that HSA mailed the plan to MrD [redacted] property address upon our receipt of the premium plan fee payment on December 20, HSA does apologize for MrD [redacted] frustration; however, we accept no liability with respect to any service delay as stated in the letter dated January 25, HSA is not responsible for the delay in the manufacturer providing the equipment to the HSA authorized service contractor Additionally, HSA does not provide coverage for the repair of or compensation with respect to secondary damage Therefore, HSA’s position remains unchanged and is final HSA accepts no liability with respect to the repair of any secondary damage to the home, including but not limited to, the repair of the drywall and insulation Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC Marcy Cody Customer & Regulatory Claim Resolution Specialist

September 20, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] L [redacted] ; Revdex.com Complaint ID No [redacted] ; HSA Reference No [redacted] Dear Ms [redacted] : Home Security of America, Inc(“HSA”) is in receipt of your letter dated September 12, 2016, advising of the above referenced complaint The letter has been forwarded to me for review and response I have reviewed HSA’s records regarding Mr [redacted] ’s washer claim On September 7, 2016, Mr [redacted] placed the service request and HSA dispatched Sears to diagnose the problem with the washerHSA’s records indicate that Sears offered the service appointment for September 14, 2016, which is outside of HSA’s scheduling guideline line with our service contractors HSA attempted to locate another HSA authorized service contractor to run the call HSA was unable to immediately locate another HSA authorized service contractor and on September 10, 2016, HSA provided Mr [redacted] with the opportunity to locate the licensed and insured service contractor of his choosing When using a service contractor outside of the HSA plan HSA requires that the technician report the detailed diagnosis and cost breakdown to HSA before performing the service HSA would then reimburse the plan holder the approved repair cost less the $HSA trade service call fee upon receipt of the paid invoice Mr [redacted] contacted Appliance Repair to diagnose the problem with the washer On September 13, 2016, the technician with Appliance Repair reported to HSA that the lid lock switch had failed due to wear and tear and HSA approved the repair cost of $ Once HSA receives the paid invoice from Mr [redacted] HSA will reimburse the repair cost of $less the $trade service call fee for a total reimbursement of $ HSA is awaiting the paid invoice HSA does apologize for Mr [redacted] ’s frustration regarding the matter Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Cus***er & 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 The business does not acknowledge my previous response and is therefore not responding in a concrete matterIf HSA is not accepting my valid claim for a higher reimbursement, I want this to go to mediation 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 HSA has not addressed the specific language of the contract that states the claim "may not be reimbursed if prior notice is not given", rather than "will not." The use of the word "may" implies that some claims are still, indeed, reimbursedIt lists no specific criteria as to why some claims "may" or may not be reimbursed if prior notice is not givenTherefore, the response provided by HSA that failure to provide prior notice is insufficient as the sole reason to automatically deny my claimIt is extremely misleading to use the words "may not be reimbursed" to the consumer, who might safely assume that due to very extenuating and emergency situations (including those that are medical) is unable to provide prior notice, that an effort would be made by HSA to investigate the claim and offer a chance at reimbursementGiven the language HSA uses in this contract, specifically the statement "MAY not be reimbursed", it seems reasonable that I would like my claim to be considered for some sort of reimbursement given the situation I was physically unable to give prior noticeAny consumer that considers entering a contract with HSA, should be cautious that the company may not follow the guidelines written within its own contractWe have been extremely disappointed that the company failed to make any attempt to assist us in a very emergency situation in a remote area, but rather offers hope to consumers with very misleading language in its contractBuyer beware! Regards, [redacted] ***

HSA is reimbursing the homeowner the $that he was charged for electrical modifications an the reimbursement check will be mailed out tomorrow, 10/30/

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 While I do not agree with and am still very unhappy with hsa, I will end my complaint at this time Because they would not cancel the contract, I kept the service call I had scheduled for the broken dishwasher These folks are paying just below $to fix a dishwasher that didn't cost that much brand new and I was going to buy a new one for $ Not very smart! I hope this complaint helps to lower their Revdex.com score [redacted] ***

HSA has received the customers invoice but has been unable to speak to the technician from the service company At this time HSA is unable to make any approvability on the claim with out speaking to the technician The service company may also have the technician call the vendor hotline at ###-###-#### to finalize the claim Thank you

Answers to the homeowner's questions: 1) The contract states that HSA will replace with SEER or HSPF equipment, 2) The delay came from HSA trying obtain leak search results from the vendor to determine coverage and once coverage was determined, HSA needed a break down of the pricing for the full system replacement per the terms and conditions of the contract, 3) With the current specifications of SEER efficiency, there is no guarantee the evaporator coil will ever exactly match without any modifications to the existing furnace, & 5) The condensing unit was not failing and HSA does not approve to replace a component part that is not failing Vendors are always welcome to make recommendations for full system replacement, but the vendor also stated that the evaporator coil would function properly with the current condensing unit that is present, and 6) The price that HSA approved was for the service call, leak search and parts and labor for the evaporator coil, which was the only approvable component part failing

HSA will have a supervisor contact the homeowner to discuss the claim

The claim was denied due to the failure being from an electrical surgeHSA received the vendor's invoice that shows the failure occurred after an electrical storm Per the HSA contract on page 7, under Limitations of Liability: Abuse, misuse, fire, lightning, freezing, ice, storms, smoke, water damage, acts of God, accident, earthquake, soil movement, mud, chemical or sediment build-up, fungus, rot, mold, power failure, power shortage or power outage, insect or rodent damage, pet damage, insurable perilThe claim denial stands and the contract is non-cancellable in the state of [redacted] The homeowner can choose not to renew at renewal time

The service fee is due for the electrical outlet claim that was denied due to the GFI outlet was never secured to anything, which is improper installation The technician repaired the electrical wiring, but cannot remount the box back into the opening as there is nothing to mount it to The opening is too big and no support and/or stud to mount it to The service fee the vendor needs to be paid before HSA can move forward with any other future claims

If the homeowner has documentation of service reports, HSA is willing to review them Please send to [redacted] attention [redacted]

HSA apologizes for the long hold times and the inconvenience to the homeowner. HSA is refunding the homeowner the $75 deductible as a customer service gesture for the delay with this claim. The parts were ordered on 3/17/15 and were delivered to the vendor 3/19. If the vendor has... not contacted the homeowner, the homeowner can call them to schedule the repair.

[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]