Home Security of America, Inc.

November 11, MsStacy *** Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: Katherine L***;
Revdex.com Complaint ID No11802745; HSA Reference No*** Dear Ms***: Home Security of America, Inc(“HSA”) is in receipt of your letter dated November 3, 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***’s premium plan cost. On September 27, 2016, Ms*** renewed the HSA plan coverage for another year. It appears that the premium cost was supposed to be set up into a payment plan with monthly payments; however, HSA deducted the full premium cost in error. HSA adjusted the premium plan cost into the monthly payments and refunded all but the September premium payment back to Ms***’s payment source HSA required Ms*** to forward a copy of her day bank statement for review in order to reimburse her for any overdraft fee caused by HSA’s billing error. On November 9, 2016, HSA completed our review and is sending Ms*** a check in the amount of $for the overdraft fees she incurredHSA does apologize for Ms***’s frustration regarding the matter Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC Marcy *** Customer & Regulatory Claim Resolution Specialist

After review of the claim, HSA did not offer coverage on the pool failuresPer a licensed professional they have reported that these failures did not happen since the contract was in force and deemed them pre-existing to the terms of the contract
Thank you

The homeowner took the cash out option for $for the evaporator coil and $for the blower motor, that were paid out on 8/28/14. These were the approvable repairs that needed to be done. The homeowner chose to replace the entire system instead of replacing just
the evaporator coil and the blower motor that were failing. HSA also gave the homeowner $for either a portable a/c unit or a hotel stay. HSA also reimbursed an additional $as service gesture towards the full system replacement that was paid out on 9/5/14. The total amount HSA reimbursed the homeowner was $toward the full system replacement, which the retail price is $3577.03. The amount that HSA normally would have paid out on these claims was $for the evaporator coil and blower motor. While HSA apologizes for the homeowner's inconvenience, HSA gestured for a temporary source of cooling and extra $that would not have been paid. Per the terms and conditions of the contract, HSA is not responsible for delays in the parts that are part specific for the homeowner's unit. HSA will not reimburse anymore funds

HSA apologizes for the customers experience. A reimbursement check in the amount of $ was paid out on 04/05/check # ***. Thank you

HSA contract does not cover for any mold damages and or secondary damages as well. The contract only covers for wear and tear failures. Thank you

HSA confirmed with the vendor and the heat exchanger is being replaced under the manufacturer's warranty. The vendor just received the part and will be contacting the homeowner to schedule in the repair

September 14, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** & *** ***; HSA Plan No189726442; 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 Mrand Mrs*** have experienced. I have reviewed HSA’s records with regard to the refrigerator issue. HSA determined that additional parts necessary to repair the refrigerator are no longer available. Therefore, HSA contacted the customers regarding replacement of the refrigerator. 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. In the alternative to ordering the replacement refrigerator through HSA, the customers were offered the option of accepting cash in lieu of HSA’s cost of the replacement up to the amount of $1,586.08. Section D-of the warranty plan further states that 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. This amount may be less than retail or less than the customer’s actual cost. Mrand Mrs*** have notified HSA that they elect to accept cash in lieu of HSA’s cost of the replacement. The customers have been instructed to forward an invoice for the replacement refrigerator to HSA. When we have received and reviewed the requested information, reimbursement will be mailed to the customers by check. Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC
*** *** 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Due to the delay in receiving the part through * * * *** *** resources, HSA will be ordering the basket through ***. The part will be shipped to the homeowner and once received, the homeowner should call * * * to set up a time to install the parts

January 25, *** *** *** Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE:
Paul WD***; Revdex.com Complaint ID No11945601; HSA Reference No*** Dear *** *** Home Security of America, Inc(“HSA”) is in receipt of your letter dated January 20, 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 MrD*** heating claim. On January 3, 2017, MrDavis placed the service request and HSA dispatched Arctic Air Conditioning and Heating Ltdto diagnose the problem with the heating system. On January 4, 2017, the technician reported to HSA that the secondary heat exchanger was clogged due to wear and tear. The technician advised that the heat exchanger was still under the manufacturer’s part warranty. Section F-of MrD*** HSA plan provides that HSA will not contribute with, any other insurance, warranty or guarantee. Therefore, HSA authorized the labor to replace the heat exchanger under the manufacturer’s warranty only and is not responsible or liable for any delay in the manufacturer providing the equipment for the repair Please be advised that HSA does not provide coverage for the repair of or compensation for any secondary damage. Section F-of MrD*** HSA plan states that coverage does not apply when secondary damage, consequential damage or any damage caused by or resulting from the failure or malfunction of covered or non-covered component partsAny damage resulting from the actual repair or replacement itselfConditions beyond HSA’s control including delays in obtaining parts, relocation of equipment or labor difficulties including, but not limited to, additional costs associated with repair or replacement of a covered mechanical system due to space restrictions or location of the covered equipmentAny damage alleged to be caused directly or indirectly by the services or the timeliness of the services provided by HSASection F-of MrD*** HSA plan also provides that coverage does not apply to freeze damage. Therefore, HSA accepts no liability with respect to the repair of any secondary damage to the home, including but not limited to, the repair of the drywall and insulation Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC Marcy Cody Customer & 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

HSA has confirmed with the vendor that the homeowner has an appointment for the technician to access the furnace and make a decision with HSA to determine if repairs can be made or if replacement of the unit would be necessary

After further review, the customer has taken the CIL- cash out option of $as of 04/01/16. It can take up to days for processing of that reimbursement. Thank you

On Tue, Jun 9, at 4:AM, *** *** *** wrote:Service Solutions came out on 6/4/and replaced my AC compressorIssue resolved. Thanks,

HSA apologizes for the customers claims experience. At this time HSA would not move to replacement but has dispatched G &W Whims and has requested a SR Technician to diagnosis the failure. We have also waived the service call trade fee as well
Thanks

The claim was denied due to cleaning of condensation line and the evaporatorcoil, The HSA contact clearly states in contact in the Limitations of Liability, number 7, Lack of capacity; maintenance, cleaning, adjustments, lubrication services, line bleeding, capacity
increases, licenses or inspection fees; failure to maintain the temperature in the residence above freezing; improper use; contamination of fuel or energyYou are responsible for providing maintenance and cleaning on covered items as specified by the manufacturerFor example: heating and air conditioning systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser. The claim denial stands

Four claims were faucet or hose bib failures and those are not covered under the HSA warranty, unless the star is purchased. This contract does not have the star. The other claim was a structural failure and the HSA contract does not cover structural issues. This issues
with the refrigerator and water heater would not be covered as the failures were not reported during the contract periodas the contract expired 3/10/

March 6, *** *** Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: *** ***; HSA Plan No188713462; 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 electrical issue. On February 28, 2017, service was requested through HSA’s website for the electrical system and the request was dispatched to Associated Electric, Incto diagnose the issue. On February 28, 2017, Associated Electric reported to HSA that the low voltage light fixture had failed. Section E-of the warranty plan states that low voltage electrical systems are not covered. The technician further reported that outdoor lighting was not working properly. Section A-1-A 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 operation failure. HSA will cover loss so long as the component parts are located within the interior of the main foundation of the home. Therefore, coverage to repair the issues was denied. HSA offered to dispatch another com***y to diagnose the issue and provide a second opinion. *** *** declined this offer. Therefore, based on the terms of the warranty plan and the diagnosis provided to HSA by Associated Electric, I find that coverage to repair the electrical issues has been rightfully denied. A trade call fee is rightfully due from customers for every trade service request, in accordance with Section D-of the warranty plan. Associated Electric reported to HSA that the trade call fee in the amount of $was not paid by the customer. In order to amicably resolve this matter, although not liable to do so, HSA agrees to waive the trade service call fee in the amount of $and the customer will not be required to pay it Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC

September 6,
*** ***
Revdex.com of Wisconsin
WGreenfield Ave
Milwaukee, WI
RE: *** ***, Revdex.com
Case ID No***; HSA Reference No
Dear
*** ***:
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
In order for me to fully and fairly review this matter, please
advise Mr*** to forward a copy of an itemized invoice describing what
malfunctions were found with the air conditioning system to my attention at [email protected]. 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

HSA apologizes for the customers experience. We ill forward their complaint onto Management to review further. Thank you