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 Please see the attached email above, which I received this morning (April 2017) from HSA claiming that my payment is now days past dueI had waited until now to respond to this Revdex.com chain as I had not up until now received any confirmation in writing (other than from this conversation via the Revdex.com) that HSA had received my paymentDespite the fact that HSA has admitted that they have received payment when pressed (via this Revdex.com chain and over the phone) they have refused to update their website and continue to pursue me for this payment that I previously madeI will not be satisfied with their response until they update their website AND ALSO send me a formal written letter (whether by email or mail) that states that they received my payment, so that I don't need to worry about them changing the website at a later time Regards, [redacted] ***

HSA apologizes for the customers claim experience If they could attach a pdf copy of their paid receipt for services performed , a Supervisor will review for potential coverage under the warranty HSA dosed not offer coverage or reimbursement when a customer goes outside the networkHowever, we will review the information and get in touch with customer after further review Thank you

On 7/29/15, a supervisor attempted to call the homeowner and it just rang with no option to leave a message HSA has researched Frigidaire's website for authorized repair companies and has located one A supervisor is calling the homeowner to give them this information

[redacted] how are you I'm sorry to bother you however I received the check from HSA via fed ex and I contacted my bank they will not honor it because it is suppose to be issued to payable to me instead of [redacted] real estate company I took my own money to purchase this stove because they hsa could not repair instead told me to purchase another stove and I would be reimbursed [redacted] has no part in this yet are real estate company and I think they did this on purpose to inconvenience me because I went to the Revdex.com I still have this check and had to jump through hoops because it was a check with no other documentation as to where it came from I just want them to reissue me a check with payable to [redacted] and don't understand why it's that difficultThank 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 will be satisfactory to me once they process the refund I have yet to receive any letter from HSA as of Thu, Aug so seven days to mail a letter to Georgia from Wisconsin gives me pause Regards, [redacted]

February 27, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] & [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 the information provided to HSA by Mrand Mrs [redacted] As stated previously, Section F-of the warranty plan does provide that if the Star Upgrade is purchased by the buyer, HSA will pay up to $aggregate towards modification charges associated with an approved repair or replacement Air Sales has reported to HSA that the cost of duct and electrical modifications in the amount of $was paid by HSA to Air Sales and was deducted from the customers’ total cost of charges not covered by the warranty planTherefore, I find that HSA is not liable to refund any charges to the customers However, in order to amicably resolve this matter, HSA agrees to reimburse the customers in the amount of $ Mrand Mrs [redacted] will receive this reimbursement by check in approximately ten to fifteen days 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 I can not accept anything until my dishwasher is installed and old dishwasher is taken awayI have been mislead on multiple occasions and the time lines I have been given are absurd Regards, [redacted] ***

I apologize we do experience a higher volume of calls in the Summer and we try our best to staff accordinglyThe roofing company was contacted and the diagnosis retrieved from themYou were approved for the aggregate or total amount we pay out per your contract towards a "roof leak"You may use the company we sent out or your own company to complete the workIf you use your own company you will need to submit in a paid invoice for reimbursementIf the deductible was not paid to the vendor out this will be subtracted from your reimbursement as wellPlease send a copy or picture of the invoice to [redacted] with your property address in the subject line of the emailThis information was also provided to you in a voicemail at your contact number provided

HSA apologizes for the long hold times in our peak times A Supervisor has assigned an associate to contacr [redacted] to obtain the diagnosis, part numbers and costs associated with the repairs to determine coverage Thank you

HSA apologizes for the customers experience There are times that HSA does not have vendors that can meet the needs of a claim in a timely manner to assist the customer so we do on occasion have to give the customer authorized choice for them to locate a vendor on their own to diagnose the failure with the item in question After review of the claim is looks like the customer might have already replaced their refrigerator? If the customer has done so, if they could provide a PDF copy of their paid receipt and also if they have a diagnosis from an appliance professional HSA review their findings for potential reimbursementThank 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 yet to hear from [redacted] Rooterman Plumbing regarding the scheduling of a date to come out, thoughI was told they would contact me but they have not I have also reported that I would like to have the A/C looked at and the voicemail message I received from the HSA representative Helena alluded to having this taken care of and suggested that I call in The number that was provided, however, is the very same number I HAVE been callingI need to speak to an actual person and when I call this number I am unable to do so regardless of how long I wait on the line or what numbers I pushFor this reason, I would like to be contacted by [redacted] regarding scheduling the hot water heater repair and by HSA regarding scheduling A/C repair Regards, [redacted] ***

The homeowner had a appointment scheduled to install the parts for 11/22/14, but due to weather conditions in the area, the appointment was rescheduled for 11/25/ HSA will reimbursement the homeowner $as a service gesture for the inconvenience they have had during this time The $check will be mailed out tomorrow

A supervisor left a message for the homeowner on 6/30/to discuss issues HSA will have another supervisor try to reach the homeowner again

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 do not feel comfortable closing this case until the work is completed and certified by an inspectorThere is a written response from HSA that the furnace has been approved although I have not been contacted as of 10/06/with any details about when the work will be scheduled Regards, [redacted] ***

September 8, 2016 [redacted] RevDex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214 RE: [redacted] & [redacted] ***; HSA Plan No. 16 0001567948; BBB 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 air conditioning issue. On August 25, 2014, service was requested for the air conditioning system and the request was dispatched to Thermal Tek, L.L.C. to diagnose the issue. HSA authorized the technician to repair a minor refrigerant leak. On May 26, 2015, service was again requested for the air conditioning system and the request was dispatched to Thermal Tek to diagnose the issue. HSA authorized the technician to replace the control board and repair another minor refrigerant leak. Section D-2 of the warranty plan provides that HSA has the sole right to determine whether items will be repaired or replaced. On August 24, 2016, the customers requested service for the air conditioning system and the request was dispatched to Connett Services, L.L.C. to diagnose the issue. Connett Services reported to HSA that the repair was completed on August 29, 2016. On September 6, 2016, service was again requested for the air conditioning system and the request was dispatched to Connett Services to further diagnose the issue. Connett Services has reported that they have not been able to reach the customers to schedule an appointment. Mr. and Mrs. [redacted] may contact Connett Services at 515-967-0002 to discuss scheduling. Thank you for your consideration. Sincerely, HOME SECURITY OF AMERICA, INC. [redacted] Customer and Regulatory Claim Resolution Specialist

We would only contact the main contract holder regarding any denial info via telephoneThe reason the incorrect installation is not covered is because the water was not directed away from the area as it should have been, with the flashing incorrectly placed it would cause the water to pool in particular areas and make more severe wear or damage to the area versus other parts of the roof which may be in good condition as water is not pooling thereThe homeowner is responsible for the additional service fee only if the diagnosis is the same as the first vendor outIf the diagnosis is different then HSA would cover for the cost of itI contacted the vendor assigned for the second opinion for the diagnosis and was made aware they tried to reach you but you had not contacted them back to arrange an appointmentIf you need their info the company is EAS Roofing and this is their Ph# ###-###-####The service fee would not be waived up front as we've already processed a refund of another service fee for you, which you should receive a check within the next two weeks as these take 21-business days to process and send out

April 20, [redacted] Revdex.com of WisconsinWGreenfield Ave.Milwaukee, 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 responseI have reviewed HSA’s records with regard to the plumbing issue On April 6, 2017, service was requested for a plumbing leak and the request was dispatched to Modern Plumbing of Evansville, Incto diagnose the issue On April 10, 2017, Modern Plumbing reported to HSA that the technician had not been able to reach [redacted] to schedule an appointment HSA’s records do not indicate that HSA approved the customer to have repairs completed by a company of her choice Section D-of the warranty plan states that the customer must notify HSA prior to repair or replacement This notifications includes the requirement that HSA has the opportunity to speak with the service contractor prior to implementation of any repairs Failure to do so may result in the denial of reimbursement for expenses incurred by the customerIn order to amicably resolve this matter, although not liable to do so, HSA agrees to review an invoice for the completed plumbing repair The requested information should include the technician’s diagnosis of the cause of the failure, as well as a breakdown of costs incurred to complete the repair When I have received and reviewed the requested information, I will further advise the customer of HSA’s position Thank you for your considerationSincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution SpecialistP.OBox 727, Carroll, Iowa 51401Fax: ###-###-####Email: [email protected] us why here

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 made a request for a repair online After hours, we did not receive a response from the repair contractor We directly called the contractor and they notified us that they were behind and that they wouldn't be able to evaluate the repair in the near future We called HSA and the person we spoke with told us that our contract allowed for "up to 24-business hours" for the repair contractor to contact us We requested where in our contract such a statement existed She could not tell us She then tried to go to other repair contractors in their list, the earliest of which would have been a repair that would have exceeded the 48-hour response time suggested by HSA.We believe they functioned out of contract and provided misleading and fraudulent information 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 have owned this Quietside MPW 12A On-Demand Hot Water Heater and Boiler for years We had a warranty repair years ago for a cracked heat exchanger and circuit board (see photos of replaced parts as proof of repair) which may have caused slight rust on door of unit We have been unable to locate any rust on the machinery or unit We had manditory fire recall work performed to unit by company years ago Unit was fully-operational as verified by representative after work was completed Unit continued to perform until claim was made with HSA We can provide affidavits from staff citing their continued (daily) access to hot water in our home to use during the past two years during the term of their employment, if needed.We are requesting warranty benefits and services as purchased Thank you 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 should not be marked as answered or handled Yes they finally sent a company out to fix the dishwasher, but they only did so under duress and have never addressed the fact that the first company they sent never actually replaced any parts on my dishwasher I want my complaint against them to show up as not resolved satisfactorically as they are still using the same company to service others that cheated me Replacing that company and promising never to use them again is a start at resolution Regards, [redacted] ***