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 I understand they need to speak with the service provider; however the problem is getting a hold of HSA as well as the service providerWhy do I have to be go between for HSA? HSA should have contacted a service provider in my area they use and can get a hold ofThe whole issue I have, whether or not my claim falls under a condition to be fixed, is the communication with HSAThere is no communication or I have to wait an hour to speak with someone and unfortunately I have to work along with other things to do and I don't have time to sit on hold for an extended period of timeI am not saying it is 100% the fault of HSA and some of it may lie with the service provider and HSA not being able to communicateBut why does the client have to be left in the dark about what is going onThe email response is also a joke because they don't respond within the time frame they listThe other issue is why my account was deletedAny other company I have used has contacted the appropriate business to service whatever needs fixedThis company has the client act as an employee of HSA and try to set up a service providerI did receive a message from HSA after I sent a fax and letter to the company and they claim due to what the service provider said it wasn't covered; however I am in the process of verifying what all was discussedI find it hard to believed the diagnosis occurred how it was presentedIf they want to send someone out from their company or whoever their company chooses to look at the issue and they come up with the diagnosis given by HSA then it is what it isI will try to contact HSA, when I have time, and try to resolve thisAgain the whole issue with HSA is the extreme lack of communication Regards, [redacted]

On Fri, Nov 13, at 8:AM, [redacted] [redacted] wrote:You can mark us on the Revdex.com website that we accepted the terms of the repair requestThank you

HSA apologizes for the customers experience and our mistake for dispatching a vendor for an item that is not coverable HSA did reimburse the customer for the $service call trade fee that was paid the vendor for our error HSA is not able to offer coverage on the freezer as the customer would have needed to bu additional coverage for the item to have potential coverage for any repairs Thank you

September 26, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, 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 HSA’s records indicate that a cash reimbursement in the amount of $1,was sent to Ms [redacted] on June 7, 2016, in lieu of the covered repairs An additional reimbursement check (#22890191) in the amount of $was sent to Ms [redacted] on September 13, 2016, making for a total reimbursement in the amount of $1,for the authorized repairs Per HSA’s previous correspondence, HSA will not reimburse for any unauthorized repairs and no further reimbursements will be made 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 is satisfactory to me. I would like the know the manner by which the deductible will be refunded to me. Regards, [redacted]

April 4, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] M [redacted] ; Revdex.com Complaint ID No [redacted] ; HSA Plan No Dear Ms [redacted] : Home Security of America, Inc(“HSA”) is in receipt of your letter dated March 30, 2016, advising of the above referenced complaint The letter has been forwarded to me for review and response I have reviewed HSA’s records regarding Ms [redacted] ’s water heater claim On March 22, 2017, Ms [redacted] placed the service request and HSA dispatched Carl’s Plumbing Services Incto diagnose the problem with the water heater However, Carl’s Plumbing Services Incwas scheduling service appointments for March 28, In order to resolve the matter on March 23, 2017, HSA transferred the service request to Ray [redacted] Plumbing IncHSA’s records show that the service request with Ray [redacted] Plumbing Incwas cancelled on March 24, On March 29, 2017, Ms [redacted] placed a new service request for the water heater and HSA again dispatched Carl’s Plumbing Services Incto diagnose the problem with the water heater Carl’s Plumbing Services Incwas now scheduling service appointments for April 4, In order to resolve the matter HSA provided Ms [redacted] with the opportunity to locate the licensed and insured service contractor of her choosing to run the callWhen using a service contractor outside of the HSA plan, HSA requires that the technician report the detailed diagnosis and cost breakdown to HSA before performing the service HSA would then reimburse the plan holder the approved cost less the HSA trade service call fee upon receipt of the paid invoiceMs [redacted] declined this offer On March 31, 2017, HSA dispatched Chris The Plumber LLC to diagnose the problem with the water heaterOnce the diagnosis has been reported to HSA by the technician, HSA will advise Ms [redacted] of our position regarding the water heater claim Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

June 29, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] , Revdex.com Case ID No [redacted] ; HSA Reference No Dear [redacted] : HSA is in receipt of your letter dated June 23, 2017, enclosing additional correspondence from Mr [redacted] Again, HSA does apologize for Mr [redacted] ’ frustration regarding this matter However, my previous correspondence dated June 23, 2017, accurately and correctly stated HSA’s position regarding this matter HSA’s position does remain unchanged Mr [redacted] may contact HSA’s Service Department directly at 1-800-776-to place a service request on any covered item Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

The items have not been completed because I can't afford to complete them at this timeThat's why I'm complaining!!! IT will all be at my expense

After further review, HSA acknowledges and apologizes for their error in proper advisement of pricing adjustment when using customer choice vendors HSA will refund the homeowner an additional $1254.00, which will meet their boiler aggregate (1500.00) for this contract period The check will be mailed out tomorrow, 4/3/

HSA apologizes for the long hold times in our peak time As a service gesture HSA would like to refund back to the customer their $deductible This will be payable 01/19/ 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 Regards, Angela [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 filed my claim on May 16th I am receiving a response/ solution from HSA on June 13th I think this reaffirms my issue with the company My refrigerator was broken, and it took multiple technicians and service calls to my home over 1/months to get this resolved After the FIFTH company came out weeks ago for the 10th service call to my home, my refrigerator is now fixed During this time, I had no where to store food for my family There were sometimes 10-days between service calls and HSA's response was that that was the soonest someone could come to my home Taking almost a month to respond to this claim shows again that their speed of service does not match the needs of the customer.] 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 But what would have been nice is for HSA to treat their customer like they are valuedWhen I was told twice someone would contact me, contacting them numerous times to try to resolve this issue, being on hold for more than minutes and why it takes a week and a half to mail a checkThe issue may have been resolved, I received the check but I will not continue to support this company with my business Regards, [redacted]

September 26, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] ; HSA Plan No0001488914; 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 HSA apologizes for the frustration the customer has experienced I have reviewed HSA’s records with regard to the dishwasher issue If the customer is in possession of a receipt for the replacement of the dishwasher, the customer may forward the information to me for review When I have received and reviewed the requested information, I will further 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

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 not satisfied with the companies' response and their ignorance of the reason for my complaint Description of Complaint: On 2/at 9am, I contacted HSA by phone, their recoding stated that I had a minute wait, and I was encouraged to complete my claim via online servicesI did soI completed the form, documenting clearly that the reason for the claim was that my "gas line to my water heater was not up to code per the gas company" Originally, they dispatched, erroneously, [redacted] to my home, which does not service gas lines and they rejected the callThen, [redacted] was discharged to my homethey stated they would be there on between and 2pmThey arrived late and I was not even contacted til about 2pmThe service man stated that the call was not covered and I was responsible for service deductibleI contacted HSA and spoke with supervisor, ***, at 2:40pm on 2/11/and he stated that the fee was not able to be creditedI explained that I, at HSA's recommendation, because they do not staff their phone lines adequately, I filed the claim onlineHe stated "our claims are not reviewed, when an online form is completed, we dispatch the appropriate companyI asked how they knew what company to dispatch if they don't review the claimsHe said they only review the type, as in gasline, of claim, not the reason for itHe said, "had a representative spoke with you they would have told you that your claim was not covered" I asked if the fee could be credited because the claim should have been rejected and if someone would have reviewed it, they would have told me it was not covered [redacted] insisted that the claim would not be covered and suggested send it to a supervisory group to be reviewedI have done that.A supervisor for HSA admitted they should not have accepted my claim Additionally, they claim to have 'made a diagnosis' however, my claim contained their purported diagnosis The gas company had already made me aware that the line was out of code and needed a drain catch They did not give any diagnosis than I was already aware of and included in my written online claim The service an spent minutes inside of my residence, providing no information or assistance Regards, [redacted]

I apologize for our hold times, we are especially busy during a/c season, but reducing hold times is something we always work to improveI see that [redacted] did replace the indoor part of your a/c system and I'm sure they'll be happy to rectify any issues that occurred after or from the installThe system shows you do have a recall for them to come back out and check the system againOf course let us know if there's anything further that you need assistance with

[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]

HSA apologizes for the long hold times the homeowner has experienced HSA called the homeowner to have the non-covered charges approved on and left a message to call back An associate will be contacting the homeowner to discuss shortly

The vendor advised HSA that the rollers are worn out and throwing the drum off balance as it is not sitting correctly causing the glides to be sheared off As stated on page of the contract under Appliances: NOT COVERED: ice makers/beverage dispensers and their respective equipment; condensate line clearing, any failures to the door other than appliance controls located within the door; clocks, knobs, handles, dials, springs, hinges, tubs, liners, baskets, shelves, drains, glass breakage, probes, rotisseries, racks, rollers, light bulbs, lock/key assemblies, buckets, televisions, computer screens or computers that are part of an appliance but do not affect the primary function of the appliance; wafreezers, home freezer The denial of the claim stands

The homeowner wanted to use her own vendor and HSA reserves the right to adjust to the pricing to what their vendor would charge for the repair per the terms and conditions of the contract The homeowner was advised of what HSA would reimburse for the repair on 8/28/ HSA has cancelled the contract and is emailing a cancellation letter to be signed and returned to HSA