Home Security of America, Inc.

June 2, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** A***, Revdex.com Case ID No***; HSA Reference No Dear *** ***: HSA is in receipt of your letter dated May 25, 2017, enclosing additional correspondence from Mr*** Again, HSA does apologize for Mr***’s frustration regarding this matter. However, my previous correspondence dated May 24, 2017, accurately and correctly stated HSA’s position. HSA’s position does remain unchanged. Please be advised that HSA does not pay retail costs. As previously stated, HSA reserves the right to offer cash in lieu of repair or replacement based on what HSA can expect to pay to repair the failure (parts and labor); this amount may be less than retail or less than your actual cost. HSA has the sole right to determine whether a covered system or appliance will be repaired or replaced; and to select the service contractor. HSA has authorized Air Pro Heating & Cooling to replace Mr***’s condensing unit. Air Pro Heating & Cooling has reported to HSA that the condensing unit is non-returnable and a cash reimbursement in lieu of the covered repairs is not available to Mr***. With respect to the furnace, Mr*** can allow Air Pro Heating & Cooling to replace the furnace; or Mr*** can accept a cash reimbursement in the amount of $based on HSA’s replacement and installation costs. Based on the terms of the plan, Mr*** is responsible for any non-covered modifications and/or refrigerant costs. Mr*** may contact HSA directly at 1-800-776-for any further assistance regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist

April 14, Ms*** *** Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE:
*** A ***; Revdex.com Complaint ID No***; HSA Plan No Dear Ms***: Home Security of America, Inc(“HSA”) is in receipt of your letter dated April 11, 2017, advising of the above referenced complaint. The letter has been forwarded to me for review and response I have reviewed HSA’s records regarding Mr***’s heating claim. On March 11, 2017, Mr*** placed the service request and HSA dispatched Sierra Mechanical Service Incto diagnose the problem with the heating system. On March 30, 2017, the technician reported to HSA that a rust hole developed in the heat exchanger due to the improper installation of the flue and also advised that the humidifier was not hooked up to the systemThe technician advised that the failure was not due to wear and tear. Section A-1B of Mr***’s HSA plan states 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 this contract that fail due to operational failureHSA will cover loss so long as the component parts become inoperative due to wear and tear. Section F-of Mr***’s HSA plan provides that coverage does not apply with respect to improper installation or connection of any system, appliance or component part by a contractor/trade-person or any other person, including improper conversions of heating systems and additions of air conditioning systems to an existing heating system. Therefore, HSA is rightfully not responsible or liable for the replacement of the heating system Mr*** disputed the diagnosis and in order to resolve the matter HSA offered to run a second opinion service request on the heating system. Mr*** declined the second opinion service request. However, in order to amicably resolve this matter on April 13, 2017, HSA dispatched Fire and Ice North LLC to run a second opinion service request on the heating system with no additional trade service call fee due from Mr***. Once Fire and Ice North LLC completes the second opinion diagnosis and reports their findings to HSA, HSA will advise Mr*** of our position regarding the heating claim Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC *** *** Customer & Regulatory Claim Resolution Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My complaint ID is ***I have emailed HSA back and they still haven't addressed the issue at handCan you please open the complain again, Please helpI have attached the documents here as well as my original complaint for proof
Regards,
*** ***

HSA apologizes for the delay and has requested the vendor manager department to review and advise of next step in order to assist the homeowner

The $is for non-covered charges and HSA would not have paid for them. Again, HSA has gone above and beyond trying to come to a resolution with the homeowner and considers this matter closed

October 3,
Ms*** ***
Revdex.com of Wisconsin
WGreenfield Ave
Milwaukee, WI
RE: *** C
***; Revdex.com Complaint ID No***; HSA Reference No
Dear Ms***:
Home Security of America, Inc(“HSA”) is in receipt of your
letter dated September 23, 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 Mr***’s air
conditioning claim. On July 29, 2016, HSA
dispatched *** Mechanical to diagnose the problem with the air conditioning system. HSA’s records indicate that the technician
adjusted the capillary tub and drip tray for the air conditioning system on
August 17,
On August 19, 2016, Mr*** advised HSA that he was
still having a problem with the air conditioning system and AHS dispatched ***
Mechanical to run the service recall. HSA’s
records indicate that the technician adjusted the blower speed for the air
conditioning system on August 26,
On September 5, 2016, Mr*** advised HSA that he was
still having a problem with the air conditioning system and HSA dispatched ***
Mechanical to run the service recall. On
September 9, 2016, the technician reported to HSA that evaporator coil was condensating
or sweating into the ducting and the technician caulked around the drain pan
for the evaporator coil
On September 14, 2016, Mr*** advised HSA that he was
still having a problem with the air conditioning system and AHS dispatched ***
Mechanical to run the service recallHSA’s records indicate that the service recall
repair was completed on September 16,
On September 22, 2016, Mr*** again advised HSA that he
was still having a problem with the air conditioning system and HSA dispatched
*** Mechanical to run the service recallHSA’s records indicate that the service
recall appointment was scheduled for September 27, 2016. However, no detailed diagnosis has been
reported to HSA by *** Mechanical
In order to resolve this matter HSA has dispatched HRS
Heating and Cooling to run a second opinion service request with no additional trade
service call fee due from Mr***.
Once HRS Heating and Cooling reports the detailed diagnosis to HSA, HSA will
advise Mr*** of our position regarding the air conditioning claim
Thank
you for your consideration
Sincerely,
HOME
SECURITIES OF AMERICA, INC
***
***
Customer
& Regulatory Claim Resolution Specialist

On this roof claim, the technician stated that there were three shingles were blown off the roof. Per the HSA contract, on page 4, number Roof Leak: NOT COVERED: condominium or townhouse roofs; leaking of an existing roof that has not been properly installed or attached; damage done by ice,
mud, snow or wind and any acts of God; secondary damage from any type of leak or re-roofing of the residence; chimneys, gutters or downspouts, skylight or skylight flashing repairs for leaks or any other damage. Wind damage is not covered under the HSA contract. The roof /materials would need to be properly installed and the failure not caused acts of God and secondary damage

HSA confirmed with the delivery company and the unit was delivered to the homeowner on the 15th

December 19, Stacy *** Revdex.com of Wisconsin *** ** *** ***
*** ** *** RE: James ***; HSA Plan No***; Revdex.com Complaint Case No*** Dear Ms***: 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 Mr*** has experienced. I have reviewed HSA’s records with regard to the dishwasher issue. In order to amicably resolve this matter, HSA agrees to replace the dishwasher. Section D-of the warranty plan states that replacement shall be with systems comparable in features, capacity and efficiency. HSA is not responsible for matching dimensions, color or brand. HSA’s Appliance Purchasing Department will contact Mr*** to discuss replacement of the dishwasher. The customer may also contact HSA at ###-###-#### to discuss the replacement. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly *** *** *** *** *** *** ***
*** *** *** *** *** *** Fax: ###-###-#### Email: ***

June 5, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** & *** ***; HSA Plan No.***-***-*** Revdex.com Complaint Case No*** Dear Ms***:
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 well pump issue. On March 29, 2017, service was requested for the well pump and the request was dispatched to Bill’s Well Drilling, Incto diagnose the issue. Bill’s Well Drilling reported to HSA that the well pump was working properly with no malfunction but that the pressure tank had failed. Section E-of the warranty plan states that any part of the well that is not the pump, including the tank, is not covered. Therefore, coverage to replace the pressure tank was denied. On April 12, 2017, HSA notified the customers that the tank is not covered in accordance with Section E-of the warranty plan. Based on the terms of the warranty plan and the diagnosis provided to HSA by Bill’s Well Drilling, I find that coverage for the pressure tank was rightfully denied. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC *** *** Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: ###-###-#### Email: [email protected]

November 18, Stacy *** Revdex.com of Wisconsin *** ** *** *** *** ** *** RE: Joseph ***, Revdex.com Case ID No.11826060; HSA Reference No*** Dear Stacy ***: 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 Mr*** HSA plan number *** became effective on November 12, and expired on November 12, 2016. Mr*** agreed to make twelve (12) monthly payments to be deducted electronically for a total purchase price of $430.00. With respect to the electrical claim, Arbuckle Electric has indicated that the covered repairs were completed as of July 28, 2016. In an attempt to amicably resolve this matter, even though not liable to do so, AHS has waived the $trade service call fee. Mr*** may disregard any billings that may cross in the mail Mr*** HSA renewal plan number *** became effective on November 12, and was set to expire on November 12, 2017. A copy of the HSA plan was sent to Mr*** on September 1, 2016, advising of the new pricing and any contract changes. Section H of the HSA plan provides that the warranty is renewable, by mutual consent, at prevailing rates for an additional month period from the date of the contract expirationHSA may, at its option, decline to issue any renewal or cancel any contract, if the contract fees are not paid within days of the due dateNote: if you have selected a monthly payment plan, your contract will automatically renew at the expiration of this contract period(Renewal customers: payment of the first installment on the renewal year premium constitutes your consent.) The total purchase price of the renewal plan was $679.00, and HSA received a payment in the amount of $on November 12, 2016. Please be advised that the HSA plan has been cancelled per Mr***’ request for a full refund of the paid contract fees. Mr*** will receive a $refund on his Visa card in approximately 21-business days. Mr*** will also receive correspondence directly from HSA’s Cancellation Department regarding this matter. Mr***’ HSA plan is now considered to be null and void and HSA will be closing its file Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Lori *** Customer and Regulatory Claim Resolution Specialist

HSA has cancelled the contract and will be sending a cancellation letter for the homeowner to sign and return for the refund to be processed

HSA apologizes that they cannot offer coverage per the terms and conditions of the contract. The homeowner can refer back to the manufacturer for their warranty options as that supersedes HSA's warranty. HSA considers this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
Dwain ***

We apologize for the unsatisfactory service you claim you have receivedUnfortunately if a claim was not followed through by either party we cannot change thatFrom the date the warranty expires we allow days for any final claim diagnoses to be received and we try to be understanding if they
are close to that time frame alsoIn our system, it shows you had made a claim online for the faucet, water heater, and leaks, then the next and only communication in regards to the claim was a call from the tech on 6/10/to cancel the work orders as he reported he was never contacted back by the anyone to schedule an appointment, which then after the warranty expired on 6/15/I also regret to inform you the warranty was non-cancellable and non-refundableThank you

HSA apologizes for the customers experience. HSA's service provider was unable to find any mechanical failures with the water heater with the exception that it is a gallon and the service provider is stating that it is undersized for the size of the home. If the customer has obtained
a 2nd opinion diagnosis form another licensed plumber please have them call ###-###-#### to report their diagnosis to determine further coverage. HSA would also like to refund the customers $deductible as a service gestureThank you

The first failure reported 3/11/was for the unit not heating. This was for the draft inducer motor and was approved in full. The second claim on 3/30/was for the unit not turning on was water leaking from the flue pipe and was approved in full. The
next failure reported on 6/2/was the unit leaking water. The homeowner's vendor reported heat exchanger is cracked. The cause of the crack was not due to wear and tear. The failure was caused from water in the evaporator pan backing up and overflowing and leaking onto the heat exchanger as well as the blower motor. These failures are due to secondary water damage and are not covered under the HSA contract

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Good morning, My husband got through to the HSA, after an hour wait time, and was finally able to renew the our contractHowever the air conditioning situation is not being addressed at allNo one will handle the claim, via repair nor replacementWe were told to wait hours, then hours,
and still no contact from HSAWe have exhausted calling because of the super long wait time just to be told that it's in processing and we have to wait No one we have spoken to will or can even address why it's not being replaced when every year it is only temporarily fixedYou might wonder why we would want to renew our contract when service is so terrible That's because the contract itself is beneficial to a home owner for what it covers but it's the execution of the contract that is the problem Please advise on the air conditioner. Thank you,*** ***