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.]We do not accept this offerNo offer was made to resolve our issueWe have asked for the units we were told would be put into our home to be put in or to cover the fee of installation which was $1,paid by greg and [redacted] to Air SalesWe are now concerned that HSA shows us with a fee less than what we paid to Air Sales We we are asking that the units be Carrier units or that we are reimbursed for our check of $1,We were told over the phone the type of units and information on the units to be replacedWe asked for the unit information to be sent via email for documentation but HSA refused to do this on multiple accountsWe were then told that HSA did not agree that we are told Carrier units would be installed that they were probably sister company brandsThey told us phone records could be pulled to prove this wrongWe then asked for phone records to be pulled and we were told this could not occurWe would like to have what we were initially told through the phone or reimbursed for the $1,installation feeWe are now concerned HSA records show a different amount of what we owed to Air Sales than what was paidWe would like this clarified as well Regards, [redacted]

The homeowner was advised that HSA would need to review a paid receipt and/or speak to the technician about the work that was performed by the homeowner's vendor The homeowner advised HSA that the technician does not want to get involved and that she does not have a receipt Without the paid receipt, HSA is unable to review and/or reimburse the homeowner Until HSA receives a receipt, nothing further can be done on this claim

October 3, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: Mary W***, Revdex.com Case ID No11692250; HSA Reference No[redacted] Dear [redacted] HSA is in receipt of your letter dated September 26, 2016, enclosing additional correspondence from MsW*** Per my previous letter dated September 13, 2016, HSA has authorized the replacement of MsW***’s refrigerator HSA does not replace based on color As previously stated, the HSA plan states that replacements shall be with systems comparable in features, capacity, and efficiency; HSA is not responsible for matching dimensions, color, or brand MsW [redacted] will need to contact the Purchasing Department directly at 1-800-326-(option 3) for any further assistance regarding the replacement of her refrigerator Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Lori N [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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] *** I have tried to cancel for over a year When does this "year" end?

HSA will have an associate call the vendor to get the diagnosis of the water heater failure and once they have received that information, they will contact the homeowner with status of the claim.

June 9, [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 HSA’s records with regard to the air conditioning issue On April 30, 2017, service was requested for the air conditioning system and the request was dispatched to Air Max Heating and Cooling, L.L.Cto diagnose the issue On May 11, 2017, the service request was transferred to Fast Response Heating & Cooling to diagnose the issue On May 15, 2017, Fast Response reported to AHS that the evaporator coil in the air conditioning system needed to be replaced There were some items necessary for the replacement that are not covered by the warranty plan Section E-of the warranty plan states that modifications necessary to install a new coil in the existing space will be the responsibility of the homeowner Section F-of the warranty plan provides that HSA will not pay costs related to refrigerant recapture, evacuation or disposal of refrigerants or contaminants Section F-of the warranty plan states that coverage does not apply to modifications charges or costs for metal fabrication, plenum work, or electrical changes necessary to satisfy the installation requirements of a new replacement unit Section F-of the warranty plan provides that the customer may be charged an additional fee by the service contractor to dispose of an old appliance, system or component The charge to the customers for items not covered by the warranty plan was $480, payable by [redacted] and [redacted] to Fast Response On May 8, 2017, service was requested for the furnace and the request was dispatched to Fast Response to diagnose the issue Fast Response reported to HSA that water was leaking into the furnace, damaging the unit Section F-of the warranty plan states that coverage does not apply to water damage Section A-1-C of the warranty plan provides that HSA will provide home protection coverage for authorized repair or replacement of component parts mentioned as covered in accordance with the terms and conditions of the contract that fail due to operational failure HSA will cover loss so long as the component parts become inoperative due to wear and tear Based on the terms of the warranty plan, coverage to repair the furnace was denied HSA elected to dispatch a service request to Pro Source Heating & Air Conditioning to diagnose the furnace and provide a second opinion Section D-of the warranty plan states that HSA reserves the right to obtain second opinions at our expense Pro Source Heating has reported to HSA that an appointment has been scheduled for June 13, 2017, for the technician to diagnose the furnace If the customers need to contact Pro Source Heating regarding the appointment, they may reach the company by telephone at ###-###-#### 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]

Unfortunately, HSA cannot assist with the replacement of the water heater as it is under manufacturer warranty and they would need to follow the manufacturer warranty guidelines first HSA dispatched a vendor on 9/8/and the vendor called the homeowner on 9/8/and 9/9/and left messages for the homeowner both times A supervisor called the homeowner today ready to conference the vendor in and also had to leave a message If the homeowner has had work done by a different provider, HSA needs to know to be able review

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 May I have contact information for hsa's legal department I can conclude from these responses that they will not honor their contract and will pursue legal action They obviously have no interest in being ethical and I fell this is possibly criminal I will talk to my legal advisor and proceed from there Regards, [redacted]

HSA contract only covers for interior failures for electrical This would also be for an attached and or detached garage Interior specifics within the perimeter walls of the home and or garage space Anything failing and or needed outside the foundation of the home and or in ground or underground constitutes the outside of the home and not coverable HSA has approved for the interior portion of the repairs only

I apologize for the long hold times, we try to reduce these as much as possible during our peak season of claims being reportedIn addition, the deductible will be refunded to you as the tech/vendor created undue delay by not reporting the diagnosis in a timely manner

HSA has reviewed the invoice and the cause of failure is not due to wear and tear The vendor states that the wiring was damaged by the use of an oversiszed light bulb and/or water from the attic HVAC unit leaking into the light fixture The contract clearly states that failures not due to wear and tear are not coveredThe claim is denied

[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]

The technician reported that the ductwork would need to be insulated to stop the condensation HSA contract per section E, number Heating: Not Covered: ????????collector box, coal and wood burning equipment, chimneys, fireplaces, flue liners, systems with compressors larger than???????????? five tons; oil storage tanks, free standing or portable space heaters, heat or energy recovery units; air cleaners/filters, condensate line clearing, crane charges, heat lamps, filters, registers, grills, insulation, improperly sized ductworkAdding insulation is not covered under the contract, even with the star upgrade

[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]

The check was finally received but the Revdex.com was unable to help I had to file a complaint through another representative who was responsible for getting my check back I was very unhappy with the company involved and how they responded to my complaints, but you can close this case

[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 this resolution satisfactory "pending" receipt and cashing of the check that is for the plumbing deductible refund which has not yet been received and should have been processed many weeks ago, however will await for additional processing time I am satisfied that HSA has properly removed the $from my account 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I am not a plumber, so I included all of the information that I could in the claim request and must rely on HSA to guide me regarding coverage In this case, I was contacted by the service provider who called me directly and scheduled the service after receiving an email from HSA telling me who they assigned to the case; I did not initiate contact with the service provider The plumber came to my home on Saturday the 27th -- but I got the rejection on Wednesday the 2nd It is my contention that: If the claim is to be denied, it should be denied BEFORE services are performed I have filed claims with HSA before, and one was denied through a phone call Assigning a service provider indicates that the claim is valid pending verification by the service provider The contract states that the service provider would contact HSA if there were questions about the coverage prior to performing the service once they were on site I have ALSO had this happen once, and the work was denied and not performed This work was completed and there was never any indication that this work may not be covered -- also indicating that this was a valid claim.Both of these points support my contention that I am not being treated fairly in this situation

January 4, 2017 [redacted] RevDex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214 RE: [redacted] W. [redacted] , BBB 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. It has been reported to, and verified by HSA that the AO Smith water heater is classified as a commercial grade unit. Section F-17 of the HSA plan specifically states that HSA is not responsible for repair or replacement of systems or appliances classified by the manufacturer as commercial. Therefore, the claim has been denied. However, in an attempt to amicably resolve this matter, even though not liable to do so, HSA is willing to reimburse up to $833.29 for the replacement of the water heater which was previously offered in error. Upon my receipt of a paid invoice documenting the replacement of the water heater, a check in the amount of $833.29 will be forwarded to [redacted] who is listed as the owner of the HSA plan. A copy of the paid invoice may be forwarded to my attention via fax at ###-###-####, or via email at [email protected], for reimbursement purposes. Thank you for your consideration. Sincerely, HOME SECURITY OF AMERICA, INC. [redacted] Customer and Regulatory Claim Resolution Specialist

HSA is reaching out to [redacted] for more information and will contact the homeowner once information is received

The claim was approved for the replacement of the shower valve for the customer for parts and standard labor The HSA contract does not cover for any modifications, accessing thru tile and or removal of any obstructions to obtain any diagnosis or complete repairs The customer at this time has taken the cash out option of $ which is the amount of the coverable repairs HSA will reimburse this amount once we receive a copy of the custoemrs paid receipt for services rendered, Thank you