Home Security of America

Home Security of America ("HSA") is in receipt of your letter advising of the above referenced complaintYour letter has been forwarded to me for review and responseReimbursement in the amount of $for the water heater replacement was mailed to Mr [redacted] on October 4, As stated previously, when the customer is in possession of an invoice for the air conditioning repairs, he may forward the information for reviewThe requested information should include a breakdown of the costs incurred for the repair, as well as the technician's diagnosis of what caused the failureWhen I have received and reviewed the requested information, I will advise the customer of HSA's positionThank you for your consideration

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 the business, but not the consumer I would like to thank the Revdex.com for following up on this matter, but in the end a resolution will not be reached HSA does not return phone calls or emails in any fashion to find a resolution.I will consider this matter closed also, as I have to possibly do business with this company for another months I can only hope I have nothing else break with in my home and will tell everyone I know in person and social media about my experience with HSA 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.We do not have $to out out of pocket and have reimbursed by the above company [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

HSA will contact the homeowner to obtain the vendor information and call them directly to get the diagnosis of the failure to determine coverage

I apologize for your disappointing experience with our vendor, they have been marked to not be dispatched for you going forwardI see we have offered a waived service fee for any future claims placed with HSAAs well it was documented that you resolved the issue with the system at this time, if you are still having problems make us aware and we will send another company out

December 27, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] ; Revdex.com Complaint ID No [redacted] ; HSA Reference No Dear Ms [redacted] : Home Security of America, Inc(“HSA”) is in receipt of your letter dated December 21, 2016, regarding the above referenced complaint HSA authorized the replacement of the dishwasher and refrigerator on December 9, HSA’s Appliance Purchasing Division retrieved the feature information from Ms [redacted] for the dishwasher and refrigerator on December 21, On December 22, 2016, HSA offered the comparable replacement models for the dishwasher and refrigerator Ms [redacted] chose to have HSA provide her with a check in place of replacing the dishwasher and refrigerator through the HSA planOnce HSA receives the invoice(s) for the completed replacement of the dishwasher and refrigerator HSA will forward Ms [redacted] with checks for the replacement of the dishwasher up to the amount of $and replacement of the refrigerator up to the amount of $ HSA will await the invoices Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

HSA apologizes for the long hold times. The claim has been approved and is moving forward toward the replacement of the compressor and the homeowner has been advised.

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] we have fixed the problem ourselves all we want is our or our refunded to usThe man that came out never looked at the problem he just stood in our basement and looked upThe toilet isn't leaking upstairs it was leaking from a pipe that had to be replacedWe have decided not to renew with HSA and go with another company our realtor suggestedHe has quit using HSA since he's having problems with several homes that he purchased HSA contracts for are having problems getting things fixed

As previously stated all failures are unrelated to each other and the claim has been approved for repairs As a service gesture HSA would like to refund the customer back their $ deductibleThis will be payable on 01/19/ Thank you

HSA will mail out the reimbursement on 11/3/ The homeowner needs to fax a copy of the receipt to ###-###-####

HSA apologizes for the long hold times in our peak time The customers claims for the faucet and the ice maker for the refrigerator were denied for coverage as the customer only had the base plan The customer would have needed to purchase the star upgraded package within days of the closing on their property The contract has since expired and was valid from 12/22/- 12/21/ The contract is non cancellable in the state of Missouri even if it were still active HSA considers this matter closedThank you

We do not use Yelp as a standard for our vendorsWe do use our own service requirements for our vendors that we uphold and if they go against them we handle them appropriately on a case by case basisI can assure you though that they will not be sent out for you as a vendor again

[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]

Our records show that a claim was attempted to be set up on 7/on the well system and coverage was added for the additional item on 7/18, then the system/tank completely failed 7/This would indicate that the system may not have been in good working order when the coverage was purchasedThe contract states there is a (30) day period after the purchase of coverage for it to be effectiveIn addition to that the tank itself is specifically listed as a not-covered item as the coverage is for the pump to the systemHere is the excerpt of the water well pump coverage that you had purchased"WATER WELL PUMP - COVERED: “Operational Failures” occurring more than thirty (30) days after the inception date of buyer/buyer directcoverage are covered up to $aggregate including access, diagnosis, repair and/or replacement; must be primary water source to residence.NOT COVERED: digging new or deeper wells; co-op/shared wells, irrigation/sprinkler wells, windmills, curing water quality, failures from lack ofwater, drop pipe, tank, electrical supply line, exterior piping or any part of the well that is not the pump; cistern and all “component parts.”" The coverage that you described for a "tank" that you read from the contract was listed under plumbing in reference to a toilet tank as it states so

As of 10/10/15, HSA has attempted to contact the vendor four times to obtain the needed information and have left messages on voicemail and the answering service without having received a call back HSA will attempt one more time to reach out to the vendor

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.] I spoke with HSA on July 9, (days may not be exact,using as reference) expressing my concern that the repair company was unwilling to contact HSA to give the diagnosisThe lady that I spoke with from HSA asked if I would like HSA to contact the company and I replied "YES, PLEASE CONTACT THE REPAIR COMPANY"I then gave HSA the name and contact information of the company that replaced my home AC unitThe lady from HSA then proceeded to tell me that HSA would contact the repair companyI asked HSA if I needed to follow up with HSA, her response to me was, and I quote "someone from HSA will contact the repair company next business day, once we contact the repair company someone from HSA will be in contact with you, HSA should contact you tomorrow""Tomorrow" would have been July The last time I have heard from HSA was on July 9, the day I was told all of the aboveI have not heard from HSA since that day it is now August 2, it has been days and I have yet to hear from HSA.I have also emailed, twice, the receipt of sale of the air conditioning unit and the diagnosis from the repair company, which clearly states that the unit is inoperable that repair is not recommended, it is recommended for replacement.According to HSA website under what is covered, it clearly states that a failed AC unit is covered by the home warranty plan.This response from HSA is completely unacceptable, why has it taken HSA days to contact the repair company? Especially when the written diagnosis from the repair company is on the invoice that I emailed to HSA, twiceRegards, [redacted]

June 9, [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 HSA has authorized Tidewater Sales Solutions to replace a faulty three (3) ton evaporator coil with a new three (3) ton evaporator coil Section D-of the HSA plan states that replacement shall be with systems comparable in features, capacity, and efficiency; HSA is not responsible for matching dimensions color or brand The service contractor reported to HSA that there would be additional charges for ductwork modifications, lineset modifications, and a secondary drain pan Section F-provides that HSA does not provide coverage for modification charges or costs for metal fabrication, plenum work, or electrical changes necessary to install new equipment Therefore, Mrand Mrs [redacted] were responsible for any non-covered modification charges In the alternative, HSA has offered Mrand Mrs [redacted] the option of a cash reimbursement in the amount of $lieu of the evaporator coil replacement based on HSA’s costs Section D-provides that HSA 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’s position does remain unchanged Based on the terms of the HSA plan, Mrand Mrs [redacted] can allow Tidewater Sales Solutions to replace the evaporator coil and be responsible for the non-covered modification charges; or they can hire a company of their choosing and be reimbursed in the amount of $ Mrand Mrs [redacted] may contact HSA’s Service Department directly at 1-800-776-to advise of which option is decided upon so that this matter can be resolved according to the provisions of the HSA plan 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 I have an update to this concern but cannot find where to add the update Basically, the business owner has made this issue 'right' Regards, [redacted]

September 14, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] ; HSA Plan No0001400446; Revdex.com Complaint Case No [redacted] Dear Ms [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 previous correspondence accurately stated the information in HSA’s records, as well as HSA’s position Advanced Air Mechanical, Inchas reported to AHS that the technician found a minor refrigerant leak on the liquid line and repaired the issue The technician also added refrigerant to the system and has reported to HSA that the repair is complete If Mr [redacted] experiences a further issue with the air conditioning system, he should notify HSA so that the matter may be addressed A trade call fee is rightfully due from customers for every trade service request, in accordance with Section D-of the warranty plan In order to amicably resolve this matter, although not liable to do so, HSA agrees to reimburse the customer in the amount of $for the trade call fee he paid to Advanced Air Mechanical Mr [redacted] will receive this reimbursement by check in approximately thirty days With regard to the charges paid by the customer for sheet metal modifications, these charges are not covered by warranty plan Section F-of the warranty plan states that coverage does not apply to modification charges or costs for metal fabrication or plenum work Based on the terms of the warranty plan, I find that HSA is not liable for these charges Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

You were contacted and instructed via voicemail twice that you would need to contact the vendor to approve the non-covered charges for them to complete the installYou are responsible for these costs for what the warranty does not coverWe can provide you with a list of what the vendor reported into us, but sometimes it can end up being a little different than what was quoted when the work is done if it takes more or less than what was expectedThis is why we ask you to get the invoice from the vendorAlthough I will make sure you get the denial letter of the non-covered charges from HSAAgain you have always had the option of doing a cash in lieu for the value we would cover with our own vendor towards using your own vendor to complete the work insteadIn regards to getting reimbursed for the window units you were provided an email address to submit the receipts into HSA for reimbursement, through which any documentation of your purchases has yet to be received