Home Security of America

On 6/30/15, the homeowners approved the non-covered charges and the equipment was ordered at 9:on 7/1/through [redacted] At 1:21pm on 7/1/15, the vendor was notified with the pickup information The vendor will notify the homeowner to schedule the installation

HSA apologizes for the misquote that HSA gave for the non-covered charges, however HSA received incomplete information from the technic*** After further review with the owner of the service provider, the non-covered charges to complete the install are a total of $and the homeowner was advised of this If the homeowner would like to approve that, they would need to call HSA HSA will refund the $deductible as a service gesture and the check will be mailed out on 9/14/

The vendor has had the equipment for a week The homeowner is using her own crane company to work with HSA's service provider to coordinate the installation The time would need to be worked out between the crane company and the service provider

I wanted to follon the complaint I filed regarding Home Security of America, Inc(HSA)Your message yesterday advised that if I have further contact with them that I inform you.Today, my wife spoke to HSA and they explained to her that the company they hired to check our AC did not turn in a diagnosisThey had previously told us that they had to give the company hours to turn in a diagnosisAccording to this, they broke the hour reporting requirementThe HSA staff on the phone said that they have put a notice to a 3rd party company - "contract relations"-to get the diagnosis inBecause this HSA staff just requested the diagnosis, she said we have to wait until Tuesday for feedback since they won't see the request until Monday.We feel that this is further proof of the unprofessionalism of this companyThanks for your time and we hope to resolve this matter soon.Thanks,Mitchell [redacted]

November 14, [redacted] ***Revdex.com of WisconsinWGreenfield AveMilwaukee, WI RE: Gina M C [redacted] ; Revdex.com Complaint ID No11812081; HSA Reference No [redacted] Dear [redacted] Home Security of America, Inc(“HSA”) is in receipt of your letter dated November 7, 2016, advising of the above referenced complaint The letter has been forwarded to me for review and responseI have reviewed HSA’s records regarding MsC [redacted] ’s refrigerator claim On September 11, 2015, MsC [redacted] placed the service request and HSA dispatched Crites Heating and Cooling to diagnose the problem with the refrigerator Crites Heating and Cooling reported to HSA that the refrigerator was not repairable and HSA approved the replacement of the refrigerator based on the terms of the HSA plan Section D-of MsC [redacted] ’s HSA plan provides that replacement shall be with systems comparable in features, capacity and efficiencyHSA is not responsible for matching dimensions, color or brand On November 16, 2015, HSA offered the comparable replacement model available through our suppliers MsC [redacted] did not response to this offer until October 17, HSA reoffered the model that was offered to MsC [redacted] on November 16, On October 18, 2016, MsC [redacted] accepted the model and HSA ordered the new refrigerator However, on October 20, 2016, the new refrigerator was returned as it was too big to fit in the home and MsC [redacted] was charged a restocking feeThe HSA plan does not cover to match dimension as mention aboveIn order to resolve this matter HSA is forwarding MsC [redacted] with a check for HSA’s cost to replace the refrigerator less the restocking fee in the total amount of $ MsC [redacted] will receive the check in the amount of $in approximately ten to fourteen business daysThank you for your considerationSincerely, HOME SECURITIES OF AMERICA, INC Marcy CodyCustomer & Regulatory Claim Resolution Specialist

As stated previously, HSA contact the homeowner's vendor and they stated that they only provided a quote for a new a/c unit If they have a diagnosis, they would need to call HSA to speak to an authorization associate to provide what was failing and why the unit needed to be replaced This is the only way HSA can determine coverage per the terms and conditions of the contract

The contract was mailed out to the homeowner and advises them that they can add options/upgrades and the homeowner chose to do so The claims approval stands as is, as the cash out going to the homeowner once HSA receives the paid invoice

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 ***er to a close, we would like to know your view on the ***er.] To whom this may concern,I did not have voice mail on my phone at the time YOU or whom ever says they left me a message is a lieIf you have any documentation supporting any of your contacts made via email, voice mail etcI suggest you get them together I have emails that were sent to you with a delivery status that you received them with no answers back to ME THE CUSTOMER! It is not my job to consult with your vendor as I have asked many times for you to hire another vendor on your list because he is inadequate to responding in a timely mannerAs of Friday this week you shall hear from my attorney and proceed to small claims court for reimbursement for damages to the interior of my home due to humidity levels, window units purchased, high electric bills, monies owed for violating your contract and lack of customer serviceThis will also be addressed to the vendor since the two of you pointed fingers at each other during this whole ordeal Regardsd, [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 I am very much in agreement with the proposed resolution BUT I keep sending a copy of the invoice and asking for confirmation that they are receiving it – and no one will reply Not sure how to proceed at this pointThanks Regards, [redacted] ***

The itemized pricing for the repair is as follows: Equipment --$ Freon--$ Labor --$ Total--$- $deductible = $655.60This is the amount HSA will reimburse the homeowner with a paid receipt.?

HSA apologizes for the customers claims experience A supervisor has already reviewed and has taken care of reimbursement back to the customer 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 as long as I receive the $refund in 21-business days from nowIf not can we reopen this claim? Regards, ***iel [redacted]

I had not responded yet because I have not yet received the dishwasher replacement value check from HSA yet In speaking with HSA, the amount they offered as replacement value seems fair, and assuming I receive the check in the next 7-days as promised, I will be satisfied Thank you for your help,James ***

HSA has already approved the $that is set to be mailed out on 2/20/ This is in addition to the $that was mailed out on 2/17/ This is a total amount of $that is being paid to the homeowner

I see we have offered a replacement oven and you have accepted the replacementAs soon as this unit is available at the warehouse that will supply it through GE they will contact you to arrange the delivery and installIf any further issues don't hesitate to call!

September 26, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] ***, Revdex.com Case ID No [redacted] ; HSA Reference No [redacted] Dear [redacted] : HSA is in receipt of your letter dated September 14, 2016, enclosing additional correspondence from [redacted] *** Again, HSA does apologize for [redacted] ***’s frustration regarding this matter However, my previous correspondence accurately and correctly stated HSA’ position regarding this matter HSA’s position does remain unchanged A service request was not placed with HSA with respect to the refrigerator and/or microwave and HSA will not reimburse [redacted] for the unauthorized replacements according to the provisions of Section D-and D- As previously stated, upon HSA’s receipt of a paid invoice, a reimbursement in the amount of $would be forwarded to [redacted] in lieu of the covered cooktop repairs Therefore, [redacted] can expect to receive a check from HSA in the amount of $in approximately 14-business days HSA also previously authorized the replacement of the dishwasher and [redacted] can expect to receive a check from HSA in the amount of $in approximately 14-business days HSA denies any further liability with respect to this matter and will be closing its file Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

March 16, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [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 plumbing stoppage issue On February 20, 2017, HSA was contacted by Roto-Rooter to dispatch a service request for a plumbing stoppage that the technician was attempting to clear at the customer’s request Roto-Rooter is not an HSA authorized company; therefore, HSA was not able to dispatch a service request to Roto-Rooter Section D-of the warranty plan states that the customer must notify HSA prior to repair or replacement Section D-of the warranty plan states that HSA selected service contractors must be used on all claims Based on the terms of the warranty plan, HSA was not able to authorize Roto-Rooter to complete repairs If [redacted] is in possession of an invoice for the repair completed by Roto-Rooter, the customer may forward the detailed invoice 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 P.OBox 727, Carroll, Iowa Fax: ###-###-#### Email: [email protected]

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 fact that I again received an empty, closed response that "it will be forwarded to a Supervisor" is not acceptable to me The exact same message was given to me on the previous contacts with this company, as is detailed in my original complaint In addition to my other previously stated resolutions, I would also like a time frame of when the "review" is expected to be completed; the name of the "Billing Supervisor that will be conducting the review; and the status of my account in the interim [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 My complaint was regarding the fact that HSA sends extremely unqualified repair people into their customer's homes Their customers have no input as to what repair people HSA assigns them From the business's response to this complaint, they indicate that they are making no change in their policy that resulted in such a poorly rated business being assigned to me Regards, [redacted]

If the unit was not working after the technician did the cleaning of the unit, then the homeowner should have called HSA to inform them of this and file a potential recall claim There is no record of the homeowner calling past 8/14/to inform HSA of this HSA considers this matter closed