Home Security of America

On 7/6/15, HSA dispatched a different vendor and notified the homeowner of their information to set up a service call HSA is awaiting the vendor's diagnosis

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.Please note on August 19, 2015, I received two calls from a man named *** He requested to have the name and number of the second vendor, which I had called He verified that the first vendor was incorrect in his evaluation of my HVAC system However, he called the second vendor He called me back and stated that there was some things missing on the insulation and as a result they could not cover the claim because it was missing The issue was it was not covered proper with insulation in the beginning The man stated that my vendor, the second vendor stated this However after calling them back, this was incorrect The man, ***, from HSA had made excuses again about not covering it However, in the contract, it states that if something was not properly done then it would be covered This was the caseThey again made excuses for my claim, and refused I requested my money back from the HSA, in addition, to the upgrade that I had made I was refused, because of a "non-cancellation" clause The Wisconsin Attorney General's office needs to investigate this company [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.When I called the HVAC technician to get help he asked me a series of questionsI told him there was a storm in my area several days earlier (Wednesday) but my air conditioning didn't stop working until Saturday - days laterThat's what he put on the invoice - that a storm occurred previouslyUpon inspection, he realized that the reason it wasn't working had nothing to do with a stormThat's why I wanted one of the HSA representatives to speak with him to get the details.When I came home from work that Saturday I discovered that the unit wasn't workingI went to look and saw that the breaker was tripped so I turned it back onI immediately smelled it 'burning' and by the time I ran back over fire was coming from the a/c unit inside of my houseThere was a loud pop and the unit went back offI was afraid after that point and I didn't touch it againThere was NO storm or rain that day or for several days prior to that.Regards, [redacted] ***

January 27, MsStacy [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: Karen E***; 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 January 24, 2017, advising of the above referenced complaint The letter has been forwarded to me for review and response In order to fully and fairly review Ms***’s refrigerator claim please forward HSA Ms***’s invoice for the replacement of the refrigerator Ms [redacted] may forward a copy of the invoice to my attention at the email address [redacted] or the mailing address [redacted] ***Once I receive and review Ms***’s invoice for the replacement of the refrigerator I will advise you of HSA’s position regarding the matter HSA will await the invoice Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC Marcy [redacted] Customer & Regulatory Claim Resolution Specialist

HSA is a complete joke and I will be going out of my way to make sure everyone I know avoids them like the plague! 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]

As previously stated on 2/15/2016, 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- A cancellation letter has been sent to the customer for them to sign and send back to HSA to receive their$refund Thank you

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] As I previously mentioned, I have already spoken with the manufacturer for my warranty options The Carrier warranty does not cover a replacement furnace, only a new heat exchanger Again, due to the negligence of the HSA-repairmen that failed to alert us to the water issue with our furnace (that should have been obvious to any trained repairmen that even glanced at the furnace), we now need a new furnace, not just a new heat exchanger Your statement that HSA "cannot offer coverage per the terms and conditions of the contract" implies that your contract permits negligence and deceit on the part of your authorized repairmen The repairmen you sent to our home cheated us out of deductibles, made improper repairs, and failed to warn us of the obvious underlying issue with our furnace to ensure that they would keep getting our business when the next furnace component began to fail, putting our family at risk for carbon monoxide poisoning and allowing the entire furnace to become rusted and beyond repair To date, HSA has not refunded our deductibles, acknowledged or apologized for the improper repairs (which have now been noted to me by different companies that came out to provide us with replacement furnace estimates, as the improper materials used on one of the poorly done repairs is very noticeable), or addressed the negligence on the part of the HSA-authorized repairmen It has become obvious from the vague HSA responses to me that they are not willing to refund our deductibles, refund us for our third party service call, or pay for a replacement furnace in order to resolve this issue, as they are only concerned about making money and not integrity or the wellbeing of homeowners If the HSA contract truly does state that negligence and deceit by HSA-authorized repairmen is permissible and homeowners are liable for payments and expenses that occur when receiving such services, then you may want to reconsider such a dishonorable policy Revdex.com- it is clear that HSA is not interested in resolving this complaint and has not made adequate Please advise us how to proceed

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 response is not acceptable until the following conditions are met: -a full and satisfactory explanation of all billing regarding this account is sent to meOr I am contacted by a representative directly to have this done.-my account must be deactivated and discontinue all future paymentsI can not perform a cancellation on my own with the current inadequate call wait time associated with HSA Regards, [redacted]

December 8, Stacy [redacted] Revdex.com of Wisconsin [redacted] RE: John [redacted] ; HSA Plan No [redacted] ; 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 I have reviewed HSA’s records with regard to the furnace issue On November 3, 2016, service was requested for the furnace and the request was dispatched to [redacted] , [redacted] to diagnose the issue On November 10, 2016, [redacted] reported to HSA that the heat exchanger in the furnace had cracked and needed to be replaced HSA authorized the technician to replace the heat exchanger and the replacement part was ordered by the technician Section F-of the warranty plan provides that HSA is not liable for conditions beyond its control, including delays in obtaining parts A mistake was inadvertently made and [redacted] reported to HSA that there were some charges necessary for the replacement of the heat exchanger that are not covered by the warranty plan, in the amount of $ On November 21, 2016, [redacted] notified HSA of this mistake and that Mr [redacted] would not owe any charges for the replacement of the heat exchanger [redacted] has reported to HSA that repairs the furnace have been completed If the customer experiences a further issue with the heating system, he should notify HSA so that the matter may be addressed Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly [redacted] [redacted] Fax: [redacted] Email: [redacted]

The issue here is the intent of the company to attend to the problemThe company never made any sincere attempts to honor the warranty contractThere was never a talk earlier when I called when it was covered or notTHE LEAK WHICH WAS SUPPOSED TO BE COVERED UNDER THE WARRANTY WAS NEVER ATTENDED TO, After I submitted the repair from another contractor who clearly noted that it could have resulted in serious damage that HSA is now coming up with the non coverage issueAgain, I am questioning their ethics, is it right for the company to hide behind some fine print and avoid warranty claims 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]

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 It seems not believable to me that the business claims an unsupported value for this repair of $and furthermore that it only would have cost them 65% ($125) of thatThe real value of that repair is $(which is what I actually paid)So, the discrepancy between what they claim it should have cost ($125) and what I paid ($225) is 80%No viable business (and I consider my contractor to be one) can sustain in the market if they generally charge 80% over other businessesHence, HSA's numbers are skewed toward a lower reimbursement without having to supply roof of their numbersTherefore, I reject their answer Regards, [redacted]

February 28, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] R [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 February 22, 2016, regarding the above referenced complaint Please be advised that the listed HSA plan folder for the property of [redacted] Drive, Youngstown, Ohio is [redacted] ***In order for HSA to issue a check for the offered $1,to Ms [redacted] please provide documentation that shows Ms [redacted] as the property owner Ms [redacted] may forward a copy of the requested information to my attention at the mailing address P.OBox 727, Carroll, Iowa or the email address [email protected] Ms [redacted] may also forward the check payable to [redacted] to me to void Once I receive and review the requested information HSA will be able to reissue a new check payable to Ms [redacted] for $1, HSA will await the requested information Thank you for your cooperation Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

As one failure was with the washer lid and one was the outlet that the washer plugs into, there would be two deductibles due Per the contract, on page 4, number Customer Service: TRADE CALL FEE: ????you are obligated to pay the $trade call fee or the actual cost to repair/replace, whichever is less, for each separate? trade callA trade call means each visit by an authorized service contractor for a single trade (plumbing, electrical, appliances, heating and air conditioning and pools/spas)If multiple visits required to remedy the same problem, you are only required to pay one trade call feeSince it was two separate failures, two separate trade call fees are due.???????????????

December 20, MsStacy [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: Tina ***; 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 December 13, 2016, advising of the above referenced complaint The letter has been forwarded to me for review and response Please be advised that Ms***’ HSA plan was mailed to her upon HSA’s receipt of the premium plan fee payment Section D-of Ms***’ HSA plan states that the plan holder must notify HSA prior to repair or replacementWhen service is needed due to an operational failure, including emergency situations, the plan holder is to telephone HSA at 1-800-367-1448, twenty-four (24) hours per day, and seven (7) days per weekThe plan holder’s call may be recorded and/or monitored for quality assurance purposesThis telephone contact shall initiate the service process without the requirement of a claim form or service applicationThis notification includes the requirement that HSA have the opportunity to speak with the service contractor prior to the implementation of any repairsFailure to do so may result in HSA’s denial of reimbursement for the expenses the plan holder incurred Therefore, HSA is rightfully not responsible or liable for any of the service Ms [redacted] had completed outside of the HSA plan and no reimbursement will be provided by HSA for services she had completed on the garage door opener, electrical, plumbing, and/or roofing On November 13, 2016, Ms [redacted] placed the service request for the heating system and HSA dispatched Fast Response Heating and Cooling to diagnose the problem with the heating system Due to scheduling issues the service request was transferred to LA General Contractors on November 15, On November 21, 2016, the technician with LA General Contractors reported to HSA that the flue to the heating system was not properly installedSection E-of Ms***’ HSA plan provides that the flue is not covered Therefore, HSA rightfully denied the repair of the flue On December 4, 2016, Ms [redacted] placed the service request and HSA dispatched Sage Mechanical to diagnose the plumbing problems in the home On December 13, 2016, the technician with Sage Mechanical reported to HSA that no stoppage was foundAdditionally, the technician reported that no operational failure was found on the garbage disposalFinally, the technician reported to HSA that caulking was needed in the tub/shower Section E-of Ms***’ HSA plan provides that caulking is not covered Therefore, HSA rightfully denied the repair of the tub/shower leak In light of Ms***’ frustration HSA has waived the $trade service call fee she paid to Sage MechanicalMs [redacted] will receive the refund check in the amount of $in approximately four weeks Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC Marcy [redacted] Customer & Regulatory Claim Resolution Specialist

A supervisor will call [redacted] to have the ice maker repaired at no cost to the homeowner

HSA apologizes for the long hold times in our peak time The current contract is valid until 02/21/and is not cancellable per the terms and conditions of the contractIt is also non cancellable in the State of Missouri Thank you

HSA apologizes for the hold times that the homeowner experienced with the claim The items that were not covered were the tub and the tub seal as those items are not covered under the base plan The tub would have been covered had the homeowner purchased the star upgrade The cashout stands $which includes refunding the $deductible

I regret to inform you that the associates you previously spoke to have advised you correctly, we will not reimburse you for work you chose to get completed outside of the warrantyOur records show that our company did try to contact you on Memorial Day to schedule for service the following day Your situation as you described it would have qualified for standard service which is for service during a vendor's business hours Monday through Friday and non-holidaysAs previously explained this is the excerpt of your warranty contract that states you must allow HSA to provide for a vendor to come out; "You shall take every precaution to protect the property giving rise to the “Operational Failure” until the necessary repair or replacement isauthorized by HSA and madeRepair or replacement shall be performed within forty-eight (48) hours, under circumstances, of an approvedclaim by a service contractor chosen by HSA, unless a service contractor of your choice is approved by HSA when you report the malfunction or“Operational Failure” by telephoneHSA selected service contractors must be used on all claims."

The HSA contract covers the tank and standard labor, the modifications and upgrades are not covered under the base coverage As far as the homeowner being made aware of covering the tank and labor, each homeowner is mailed the contract for their review and it clearly states this The type of water heater the homeowner has does not apply to the $aggregate as it is a natural gas water heater Water heater/heating combination units (boiler) and oil systems are covered up to the $aggregate The $is what HSA is covering after the deductible as this is amount the HSA affiliated vendor charges for both the tank and standard labor HSA has set pricing with their affiliated vendors

November 3, 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 October 28, 2016, advising of the above referenced complaint The letter has been forwarded to me for review and response In order to fully and fairly review Ms***’s air conditioning claim please forward the invoice for the air conditioning repair to HSA for review Ms [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 Ms [redacted] to black out any confidential information such as credit card or bank routing numbers on the requested invoice Once I receive and review the invoice I will advise you of HSA’s position regarding the air conditioning claim HSA will await the invoice Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist