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.]i personally talked to the owner of Air Pro, ***, and he stated he does not charge $ What makes less sense is if I go with Air Pro I get more money towards a new furnace [redacted] stated to me HSA was giving him $if I took the cash out upturn for an upgraded furnace I think it's ridiculous that is what they are saying what is charged No HVAC company around here charges $to check a furnace I already had an HVAC guy check it so instead of allowing my HVAC guy writing it up and sending his pictures and work in they Bully you into using AirPro So after paying for my HVAC guy I hired to inspect my furnace and then paying a deductible I get $for furnace This is a waste of people's money in buying these warranties I would like an actual bill for AirPro because the one they gave says $ If one will not be produced with the $they are stating it cost I will be filing a report with the Attorney Generals Officer Regards, [redacted]

HSA apologizes for the customers experience The contract is valid for one year and is not cancellable in the state of Missouri Thank you

HSA understands the homeowner's frustration and does apologize for the long hold times during the summer months However, the contract is non-cancellable in the state of Ohio

HSA has approved for the repairs of the washer thru Sears HSA will also approve as a service gesture for the second man to remove the unit in order to perform the repairs Thank you

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 husband and I called HSA five times using two different phones and each time we were on hold for to minutes then got disconnectedIt was impossible to contact HSA so we were not able to report the broken fridgeWhen we contacted them about the dish washer and the oven/burners, they told us that they would call back and let us know how the pre-authorization goes and we had never heard back from them until they responded to Revdex.comOur family was not able to carry out our life with the broken appliances so we had to have them replacedI have attached the images of the purchased appliances and we would like them to reimburse all appliances since we had to replace them when they were still covered by HSA insurancePlease let us know if you need anythings from usThank you for helping us resolving 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 Again, none of the questions or issues I mentioned in my latest reply were answered except for the I am only owed the balanced of what HSA's vendor would getI sent in documentation of receipts several times now and the status if the claim has been "invoiced processed" for at least weeks now and the repair was done weeks ago Please close out the process already of paying in invoice as you have received my receipt Regards, [redacted]

The work order on the toilets will be re-opened and dispatched again, please schedule with them in a timely manner as they are required to schedule with you in a specific time frame for service. The company is Preferred Plumbing and their phone number is ###-###-####. In our system it indicates that... the company went back out for your A/C system and re-diagnosed the issue. They believe they found what is the true cause of the problem. Sometimes with certain failures techs do need to troubleshoot to find a cause of a specific problem. For this purpose we allow a recall process where if the same problem is occurring we do not charge an additional deductible, but the initial service fee is still required. The coverage of any failures is only determined by what the warranty states we cover for. Any failures you may have would apply to this no matter the situation.

[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, Crysta [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.Why will I replace the central air if it is still working? Will the HSA pay the entire amount of the cost? For sure notIf Revdex.com is not helping me with my problem HSA will not send me a cheque for the water heaterAnd I have the same invoice for the furnace and central airThey send me the cheque for the furnace and not for the central air? First excuse is that I did not send the invoice for the central airAnd now no diagnostics?Did you speak with joe coz he was the one who went to the house? By the way I have the central air problem the first year I am with hsa and they send a company that just use my water hose to clean it and said that everything is working and I still have the same problem All summer long and when I have a different company evaluate the problem, HSA will tell me that there is no diagnostics so that they will not pay at all? I had paid thousands of dollars to have this problem fix the amount that HSA will pay will not even be 1/of the total cost Regards, [redacted]

I have reviewed HSA's records regarding Ms [redacted] 's heating claimAfter business hours on March 15, 2017, Ms [redacted] placed the service request and HSA dispatched Salego Heating and Air Conditioning Incto diagnose the problem with the heating systemOn March 16, 2017, Salego Heating and Air Conditioning Incran the service appointment and ordered the part to complete the repair of the heating systemSection F-of Ms [redacted] 's HSA plan provides that HSA is not responsible or liable for conditioning beyond our control including delay in obtaining partsTherefore, HSA is not responsible or liable for any delay in service.HSA does apologize for Ms [redacted] 's frustration; however, HSA will not waive or refund the trade service call fee for the heating claim.Thank you for your consideration

HSA has attempted several times to contact the approved authorized choice vendor that the homeowner used for the repair and have not heard back from them In order to proceed with the claim, HSA needs a diagnosis from the vendor

[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]

[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 the response is accurate but the fact that they do not cover all expenses that are required to make sure my AC Unit is in working order after making me wait an extra long time is unsatisfying However, they have finally done what the contract requires them to do and I do not believe they will do more than the bare minimum so I am not interested in pursuing this complaint for the final amount of $I will no longer use their company instead Regards, [redacted]

August 29, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] ; Revdex.com Complaint ID No [redacted] ; HSA Reference No [redacted] , Dear Ms [redacted] : Home Security of America, Inc(“HSA”) is in receipt of your letter dated August 26, 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 stoppage claim On August 24, 2016, Mr [redacted] placed the service request and HSA was unable to immediately locate a HSA authorized service contractor to run the stoppage call On August 26, 2016, Ms [redacted] advised HSA that she had the service completed outside of the HSA plan Section D-of Ms [redacted] ’s HSA plan states that when service is needed due to an operational failure, including emergency situations, the plan holder is to telephone HSA at ###-###-####, twenty-four (24) hours per day, and seven (7) days per weekThis call may be recorded and/or monitored for quality assurance purposesThis telephone contact shall initiate the service process without the requirement of a claim form or service applicationThis notification includes the requirement that HSA have the opportunity to speak with the service contractor prior to the implementation of any repairsFailure to do so may result in our denial of reimbursement for the expenses the plan holder incurred Therefore, HSA is rightfully not responsible or liable of the cost incurred by Ms [redacted] to repair the stoppage outside of the HSA plan However, in order to fully and fairly review this matter HSA is willing to review Ms [redacted] ’s invoice for the stoppage repair The invoice will need to include a detailed diagnosis for the cause of the failure and cost breakdown for the parts and labor needed to repair the stoppage Ms [redacted] may forward a copy of the invoice to my attention at the email address [redacted] or the mailing address P.OBox 727, Carroll, Iowa Please advise Ms [redacted] - [redacted] to black out any confidential information such as credit card or bank routing numbers on the requested invoiceOnce I receive and review the invoice I will advise you of HSA’s position regarding the stoppage claim HSA will await the invoice Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & 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 This is the second complaint I've filed on this business regarding the same chain of issuesSince my last complaint, the plumbers came and fixed reported leak 6/They said since they cut holes in the property to search for the leak HSA would fix itThey said they would report this and I would wait for a call from HSA to get drywall fixedI left a message with HSA on 6/as prompted on the phone, being told on the message to expect a call from them in the next business dayI heard nothingOn 6/I spoke with the plumber and he told me he reported it and would do so againI heard nothing from HSA to get it repairedOn 6/I called HSA to ask about this again and spoke with a representative about this, she said she would "put a note on it" which is EXACTLY what I had been told in the past without a response to an issue, and supposedly it would be forwarded on to another department for approvalThe plumbers called my husband today to follow up to see if we had heard anything about the fix from HSA and we have heard nothingWe have huge holes in our drywall in a home we just purchased, and these are supposed to be coveredHSA is not responding to us again, just like this happened when we had the leak that caused this, and the only time they called us back was when the Revdex.com got involved.We want them to arrange and approve the drywall repair and have it fixed to code and to our liking.They should respond to their consumers in a timely manner as well, such as within hours of inquiry Regards, [redacted] ***

HSA approved this claim on 6/4/for $ HSA received a copy of a Wisconsin DOI complaint that the homeowner filed HSA has followed terms of contract and did authorize $aggregate payment for replacement of packaged heat pump system HSA will agree to reimburse customer $prior to receiving receipt if the homeowner signs and returns the release of liability form

March 17, [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 March 10, 2017, enclosing additional correspondence from Ms [redacted] Per my previous correspondence dated December 23, 2016, in order for me to fully and fairly review this matter, please advise Ms [redacted] to forward a copy of her paid invoice to my attention via fax at 1-901-597-0430, or via email at [email protected] The invoice should describe what mechanical failures were found with the furnace and itemize the work performed and the total costs incurred for possible reimbursement of any covered charges Once I receive and review the requested information, I will advise you of HSA’s position regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Customer and Regulatory Claim Resolution Specialist

The heat exchanger is being replaced under the manufacturer's warranty and the parts were received by the vendor The vendor was to schedule the repair with the homeowner

August 30, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] L [redacted] ; Revdex.com Complaint ID No [redacted] ; HSA Reference No [redacted] , Dear Ms [redacted] : Home Security of America, Inc(“HSA”) is in receipt of your letter dated August 26, 2016, advising of the above referenced complaint The letter has been forwarded to me for review and response HSA’s Accounting Department converted into their new owner’s accounting system on March 29, Due to this conversion any March payments collected prior to March 29, were returned back to the plan holder’s payment source Ms [redacted] disputed that her March 28, payment was returned to her and in order to resolve this matter HSA requested that Ms [redacted] provide us with a copy of her bank statement containing the disputed charge HSA received Ms [redacted] ’s bank statement and HSA’s Accounting Department verified that the $amount noted as reversed was actually applied complete the full the premium payment for Ms [redacted] ’s previous HSA plan coverage that expired on March 30, Therefore, the $was rightfully not returned to Ms [redacted] ’s payment source As previously stated above the accounting system converted on March 29, This conversion required any HSA customer that had been paying premiums through an automatic payment source to resubmit this payment source information to HSA Ms [redacted] was advised by HSA to resubmit her payment source information on June 1, 2016, June 9, and June 24, Ms [redacted] did not provide the needed information and HSA cancelled the plan for non-payment on July 12, Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

August 31, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] & Crystal ***; HSA Plan No190197052; 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 pool issue Mrand Mrs***’s warranty plan became effective on April 27, On May 16, 2016, service was requested for the pool pump HSA allowed the customers to have a company of their own choosing diagnose the issue and report the information to HSA On May 31, 2016, Mrand Mrs***’s chosen company, Making Waves Pool Service, reported to HSA that the circulation pump and salt water chlorinator were not working properly and the system was not able to move water The technician further reported that the filter was not working In the technician’s opinion, these issues were detectable prior to the warranty plan becoming effective Section F-of the warranty plan states that detectable pre-existing defects or deficiencies, when the component parts were not in proper working order on the inception date of coverage, are not covered by HSA Based on the diagnosis provided to HSA by Making Waves Pool Service and the terms of the warranty plan, coverage to repair the pool equipment has been denied Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist