Home Security of America

HSA apologizes for the inconvenience the homeowner experiencedThe technician's time trying to locate a cleanout, installing a cleanout and camaraing are not covered under the contract as stated on page 5, under Interior Plumbing: NOT COVERED: ejector/lift pumps; hose bibbs, faucets, shower heads and their respective assemblies including valves for shower/tub diverter, trip levers, tub stopper assembly and sink passembly; basket strainers, shower base pans, shower enclosures or doors, sinks, tubs, drain tile/French drains, sprinkler systems; water well or septic systems and components; water softener, water filter/purifier, bidets, failures due to salt, mineral beds or deposits; caulking, grouting, or tiles; lines or parts lying within an unheated area; drain line stoppages caused by roots; HSA is not responsible for installing a clean-out or pulling/re-setting a toilet to access a drain line stoppage; routing through roof vents is not covered HSA has approved the drain line routing in the amount of $and the reimbursement check will be mailed out tomorrow HSA also waived the $deductible

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 from the business does not address the nature of the complaintWhile I understand that there might be additional charges not covered under the warranty, my issue is with their contractor adding fraudulent charges under the guise of compliance with the lawThe contractor they selected is not local to our area, and I contacted the county building department and two local companies all of whom confirmed that the charges were not mandated by state/local lawsThis is a clear instance of a contractor trying to pad their pocket at the expense of an uneducated homeownerFurthermore, the expansion tank they say we require is especially suspicious as we already have a free standing tank in place currentlyThis is my issue, not that we have to pay somethingAlso, their offer of $is nowhere near enough to pay for the replacementNot to mention that I have calls in to their company this week, and they have yet to return my phone callAll I am asking for is the $they offered, in addition I would like my $deductible returned so that I can apply that towards the labor Regards, Monica ***

[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]

[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 However, the person who wrote this letter was not the individual (David R.) who actually quoted me the cost for the blower, which we were just going to place, however they did have to totally remove the furnace to do so as was situated in a place where he could not even gain access to the blower, which he said was very hot and smoking to touch He was the one who said the only option due to this was to replace the furnace because of lack of access and place the door opening on the other sideMy concern is if they were able to just replace the blower, then information was given and you can have C&C fight it out with HSA HSA has hour service and it is listed in their advertisement That is why for years I have had this warranty They in no way cared nor wanted to help my family in below zero temperatures, the customer service agents were rude and I am prepared to fight legally as I have mentioned if need be Regards, [redacted]

[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]

Unfortunately the offer is non-negotiable for the cash in lieu amountFor a water heater we do not pay market rate pricing as we work with plumbing suppliers and get the tanks closer to costIn addition to that we do have negotiated pricing for labor with our vendors that we use, which explains the price you see for reimbursementAlso keep in mind this equipment pricing at cost is for a gallon electric water heater which was the system you had, making the upgrade of a larger tank at your own expense

On Tue, Jun 30, at 8:AM, *** [redacted] [redacted] wrote:Dear [redacted] ,I tried to respond to the last communication to the Revdex.com regarding the business response to my complaint They agreed to refund my deductible and I am satisfied with that Thank you so much, [redacted]

September 12, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [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 a washer and a replacement washer was offered to Mr [redacted] based on the features of the old unit and according to the provisions of the HSA plan Mr [redacted] accepted the replacement washer that was offered to him and the new washer was ordered It appears that Mr [redacted] returned the replacement washer and requested a cash reimbursement in lieu of the covered replacement Mr [redacted] is responsible for the $restocking fee incurred for the return of the replacement washer he previously authorized to order A cash reimbursement in the amount of $698.69, less the restocking fee of $55.00, was processed and a check in the amount of $was previously issued to the property address on file Please be advised that HSA is reprocessing the cash reimbursement and a check in the amount of $will be sent to Mr [redacted] at [redacted] in approximately 7- business days 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 will be satisfactory to me provided agreements are carried out in full Thank you, [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 All I want is a copy of my paperwork from years agoI provided a contract number on letterhead from their company, and a tracking number for my claimAll I have been told is I do not exist in their systemIt makes no senseI am wondering if this company is scamming people Regards, [redacted] ***

If the homeowner would like HSA to review the claim, they can have their technician call HSA at ###-###-#### to speak with an authorization associate to give HSA the diagnosis of the failure to the motor HSA would adjust to the affiliated vendor's pricing for the same repair on an approved claim

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.Yes, a technician finally came out However, the findings that he is reporting doesn't make sense If there was no leak detected, how did the coolant get low? AC units don't consume refrigerant and a simple google search will tell you that.Also, this is the issue The issue is that the contract isn't being honored as HSA did not have the right to a second opinion per the contract This is the ONLY issue We now have vendors, one saying it needs to be replaced and then the second company saying that it doesn't even though his findings don't make sense HSA found what they were looking for, a vendor that would say what they wanted to hear Clearly, this company doesn't intend to honor what they sell I am done going back and fourth on this, clearly there will not be a resolution This is clearly how they still have the grade they have with the Revdex.com, they keep providing information until the consumer gives up Regards, [redacted]

May 17, [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 Please be advised that in an attempt to amicably resolve this matter, HSA has dispatched a different company, Hotboys to diagnose the air conditioning system The service contractor will contact Ms [redacted] directly to schedule an appointment Ms [redacted] may also contact Hotboys directly at ###-###-#### to schedule an appointment Due to the delay, even though not liable to do so, HSA is willing to reimburse Ms [redacted] up to $125.00, upon receipt of a paid invoice, for the purchase of a portable cooling device Ms [redacted] may forward a copy of her invoice to my attention at HSA, P.OBox 727, Carroll, IA 51401; or via fax at ###-###-####; or via email at [email protected], for reimbursement purposes HSA does apologize for Ms [redacted] ’ frustration regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [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 Of course HSA is going to maintain their stance because they know the company who looked at the roof is wrong and made a quick decision on the reason"Wind damage" is a cause most roofing companies use when they just want to give a reason the roof needs replacedI'm guessing when Lawson's realized it was a warranty claim they just thought if they said it was wind damage they would automatically get the jobI'm not sure if HSA saw the photos I sent but you can't tell me seeing nails through the top of shingles is because of windI also took more photos where you can see where black roof cement was usedMy question is did the company who gave the estimate tell you about the nails on top of the shingles or the roof cement, I'm guessing not.I did receive a call form HSA a few days ago inquiring if I wanted to renewWhen I told the person on the phone what I have been going through I was transferred to "service"Guess what, no one answeredAgain, all I am asking for is a second opinionI'm the one who has to pay for them to come outAgain I'm guessing the reason HSA doesn't want a second opinion is because they are afraid of what the company will find when they actually inspect the roof and not just give it a quick glance and take measurements for a price quoteHSA is a joke and if they actually cared about customer service they would at least see the reasoning in my requestI do not think a second opinion is asking too muchDid Lawson's even send you photos of the so called wind damage? Funny how you take their word and not mine when it benefits your companyI knew what the end result of this would be when I discovered how difficult it was to speak with someone at your companyUsing your company was not a choice of mine and I will do everything I can to make sure other people know how your customer service is Regards, [redacted]

[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 meIn addition I would also like to cancel my service with the companyI've made numberous attempts to do so and still have not received a call back in reference to my cancellation.Regards, [redacted]

The only a/c claim that was filed on the previous contract filed on 7/3/was for a condenser fan motor replacement, and this claim is for a different failure to the compressor Since two different failures, there would be two deductibles Regardless of the brand, there is still copper line set modifications needed in stall a compressorThe claim stands as is

October 28, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] E ***; 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 24, 2016, advising of the above referenced complaint The letter has been forwarded to me for review and response I have reviewed HSA’s record regarding Mr***’s premium fees for the HSA plan HSA’s accounting system converted at the end of March causing the need for all customers making monthly payments to resubmit their payment source information to HSA In July 2016, Mr***’s payment source rejected the premium plan fee payment to HSA On July 28, 2016, Mr [redacted] contacted HSA to correct the matter and complete the payment of past due premium plan fee It appears that the payment MrBryd made was applied to the wrong causing his account to go into collections and HSA to send him the cancellation notice On October 21, 2016, HSA’s Customer Retention Department confirmed that the payment source information has been corrected HSA has collected all past due premium payments from Mr [redacted] and his account has been removed from collection with the HSA plan being cancelled Therefore, it appears this matter has been resolved HSA does apologize for Mr***’s frustration regarding the matter Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

After further review of the claim, HSA did not offer coverage on the failure as it was due to improper installation and the home inspection prior to the contract inforce date indicated the system did not work properly.The contract covers for wear & tear failures and all failures must happen after the contract has started The customer was made aware that HSA cannot offer coverage on the failures Thank you

After review of the claim, HSA did not offer coverage as the failures occurred due to the ductwork has fallen off the supply and has broken on the other end due to it not being tied to the joists and no support causing it to fall HSA contract only covers for failures due to wear and tear The deductible applied to the claim and was payable to the service provider to cover the service call trade fee and would not be refunded

[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]