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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]It is only their response that says it was improperly installed when the unit was built The technician, which we had to find because techs in [redacted] refuse to deal with hsa, did not indicate this to be the issue when he fixed it, just that there was a problem with the pipe 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 belowI did fax them the receipts as requested on Thursday, June 9, However, this is now the third time I've provided receipts to them that I know they have received already In the past and direction I received from their representatives, I've emailed and mailed (with tracking confirmation so I know it was received) these receipts I've even received confirmation from them that they received the mailed copies, processed them and that a check was on its way and should have been received by the end of April So, no, I do not believe this matter is resolved This matter will not be considered resolved by me until I receive the refund check from them Regards, [redacted]

An associate will contact the homeowner to obtain the vendor information so HSA can call them directly to get the diagnosis of the failure

After further review, HSA is willing to work with the customer and reimburse $501.76, due the OEM part that was needed and it only being available from a local Carrier distributorship (which are normally open during business hours) As the homeowner's technician was able to open the shop after hours to gain access to the OEM part, HSA is willing to cover that fee as part of the $

The $service fee is for the technician's time out to the home, whether or not the claim is approved The technician still went out to the home and diagnosed the failure, and upon his diagnosis it was found that this is not covered under the contract

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 still request HSA pay any additional monies owed to Air Command on our behalf due to their delay in getting responses to Air Command and ordering the incorrect part Regards, [redacted] ***

October 6, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Haytham A [redacted] ; HSA Plan No [redacted] ; Revdex.com Complaint Case 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 I have reviewed HSA’s records with regard to the range issue On September 6, 2016, service was requested for the range and the request was dispatched to Ace Appliance Repair to diagnose the issue On September 12, 2016, Ace Appliance reported to HSA that parts had been ordered to repair the range On September 21, 2016, Ace Appliance reported to HSA that while attempting to install the replacement parts, the technician found that the unit was not able to be repaired Therefore, HSA agreed to replace the range Section D-of the warranty plan states that replacement shall be with systems comparable in features, capacity, and efficiency HSA is not responsible for matching dimensions, color or brand HSA’s Appliance Purchasing Department discussed replacement of the range with Haytham A [redacted] and offered the customer two options First, the customer could elect to have HSA order a replacement range to be delivered to the customer’s home Alternatively, Haytham A [redacted] could elect to accept cash in lieu of HSA’s cost of the replacement in the amount of $ Section D-of the warranty plan further states that HSA reserves the right to offer cash in lieu of repair or replacement based on what HSA would can expect to pay to repair the failure; this amount may be less than retail or less than the customer’s actual cost HSA’s records indicate that the customer elected to accept cash in lieu of HSA’s cost of the replacement The customer will receive reimbursement in the amount of $in approximately ten to fifteen days Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly T [redacted] Customer and Regulatory Claim Resolution Specialist

Per the technician, the leak is within the foundation wall, it is a concrete encased pipe that is leakingPer the HSA contract, section F, number Providing access to a covered component or system other than plumbing or ductwork systemsHSA will pay to provide access to plumbing and duct work systems through unobstructed walls, ceilings or floors only, and will return the access opening to a rough finish conditionHSA is not responsible for moving obstructions including, but not limited to, buiappliances, systems, cabinets, tile and floor coverings or pulling and resetting a sink, shower or bathtub to access a failureAny plumbing or duct work failure requiring access through concrete, stone, rock or brick is limited to $aggregate for total repair cost including access, diagnosis, repair and/or replacement, even if the primary failure is not located within the concrete, stone, rock or brick HSA would approve the $aggregate per the terms and conditions of the contractHSA is unable to find an excavating company for the homeowner, so the homeowner can use a company of his choice, who is licensed to do this type of repairs

Two supervisors have listened to the call and both found that the homeowner was advised correctly and the denial stands HSA considers this matter closed

As of 2/16/15, HSA approved the replacement of the water heater and the homeowner was advised of this

The reimbursement check was mailed out to the property address on 5/4/ HSA is sending over to accounting to verify if the check has been cashed and if not, we reissue the check

[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 wanted to let you know that I received my check from HSA and am considering this case resolved Thank you so much for your help with this matter!

I apologize for your negative experienceIn our system it shows that you did end up having a 2nd opinion out and that you were approved for the replacement of your full A/C systemThe electrician was reported for that behavior as the statement was simply not trueWe actually approve 70%-80% of our claimsIn regards to the a/c tech that may have done the replacement, he did make us aware you were considering upgrade options beyond the coverage of the warranty and this is where those out of pocket cost would have come from that he was mentioning to you

After review of the claim The customer has accepted the CIL offer HSA will await a copy of a paid receipt for reimbursement back to the customer Thank you

HSA approved for the coil replacement in June of If the homeowner is requesting third parties and second opinion vendors to be present at the property, while an HSA vendor is performing work, then the homeowner would need to schedule that with the HSA vendor directly

HSA will have an associate reach out to the homeowner's vendor to get the diagnosis and will contract the homeowner for status

I apologize for the difficulties with your claimIn regards to the original service visit where you were charged for the freon, I would have you send in the receipt of the charges for the freon and we can reimburse that to youPlease send a legible copy of the receipt to [email protected] and include your address in the subject lineThen we can get the reimbursement processed for youFor the follow up service that was required I see you were given outside authorization to use your own company to diagnose and perform the repairs, please remember to have the company call in the diagnosis to the number provided to you when this was setup to receive authorization before repairsEven if the repairs were completed still have the tech call in so the cost of repairs can be approved to reimburse you, due to the climate in your area we can make an exception to the guidelines if necessaryYou would send in the copy of the receipt for the repairs to the same email provided for the freon reimbursement

September 26, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] ; HSA Plan No0001393475; 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 customer’s complaint Mr [redacted] ’s warranty plan was effective from April 17, 2015, to April 17, Prior to the buyer’s warranty plan becoming effective, Ms [redacted] had warranty plan coverage while the home was on the market from March 16, 2015, until April 16, On March 25, 2015, service was requested for the range hood exhaust fan and HSA allowed the customer to have a company of her choosing diagnose the issue HSA authorized PRigg Construction, Incto repair the issue and agreed to reimburse the amount of $375, which was the cost of the repair with a deduction of $for the trade call fee that is rightfully due from customers for every trade call request HSA’s records do not indicate that HSA received an invoice from the company for the completed repairs If Ms [redacted] is in possession of such an invoice, she may forward the detailed information to me for review The requested information should include a breakdown of the costs incurred for the repair, as well as the technician’s diagnosis of what caused the failure When I have received and reviewed the requested information, I will advise the customer of HSA’s position Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

HSA apologizes for the customers experience in their claims HSA has set up a new work order for the refrigerator and the dishwasher and waiving the service call fee for a second opinion vendor to diagnose the units [redacted] ###-###-#### will be contacting the customer to schedule an appointment Thank you

[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 spoken with [redacted] and am awaiting a call to set up appointment now Regards, [redacted] ***