Home Security of America, Inc.

[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 The requested invoices are attached to this message and have been emailed to MsTiffany as requestedReimbursement as offered would be satisfactory
Regards,
*** ***

October 26, 2016 *** ***Revdex.com of WisconsinWGreenfield Ave.Milwaukee, WI 53214 RE: *** *** & *** ***; HSA Plan No0001466369; 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 Ms*** and Mr*** have experienced. I have reviewed HSA’s records with regard to the refrigerator ice maker. On May 9, 2016, service was requested for the refrigerator ice maker and the request was dispatched to Appliance Guys, L.L.Cto diagnose the issue. On May 24, 2016, Appliance Guys reported to HSA that the ice maker and water valve in the refrigerator needed to be replaced. HSA offered the customers two options. First, Ms*** and Mr*** could elect to have the repair completed by an HSA authorized company. Alternatively, the customers could accept cash in lieu of HSA’s cost of the repair in the amount of $327.30. Section D-of the warranty plan 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 (parts and labor). This amount may be less than retail or the customer’s actual cost. Ms*** and Mr*** elected to have the repairs completed by HSA’s authorized company. Appliance Guys was not available to complete the repair; therefore, the service request was transferred to Areawide Advanced Appliance Specialist. On June 30, 2016, Areawide Advanced Appliance reported to HSA that the wiring harness to the ice maker needed to be replaced. HSA was notified that the wiring harness would take several weeks to be delivered to the technician. If the customers are in possession of an invoice for the repair of the ice maker and roof leak, they may forward the detailed information to me for review. The requested information should include a breakdown of the costs incurred for the repair, as well as the technician’s diagnosis of what caused the failure. When I have received and reviewed the requested information, I will advise the customers of HSA’s position. Thank you for your consideration. Sincerely, HOME SECURITY OF AMERICA, INC. *** *** Customer and Regulatory Claim Resolution SpecialistP.OBox 727, Carroll, Iowa 51401Fax: 901-597-0430Email: [email protected]

Unfortunately we still don't have a specific failure on the system reported into us that would necessitate replacement, we would not just replace a system because it's old, we would need specific documented failuresWe are willing to send out another tech from ***'s Heating & A/C to check the system over again, as I do agree replacing a capacitor does not align with the symptom complaint of humidity occurring in the homeUnless we have a failure with the system, we do not have anything to cover as your warranty covers for failures with the current system in the homeIf it is simply something like needing to add a dehumidifier or upgrading the systems in the home for desired higher efficiency, you the homeowner would be responsible for that at your own expenseIf you have your own documentation of specific failures on the system from your own techs that you've had out, I would be willing to overlook the invoices or contact them for considerationPlease provide the contact information for the techs or invoice documentation in a response

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
I was speaking on a recorded line when I spoke with an approval person*** *** was not going to fix my furnace the proper wayThey only were going to replace the heat kit, but due to the over heating and over amping of the furnace, the furnace needed a new control board and transformerHSA was going to pay $to *** *** to ONLY fix the heat kitWhich was the improper way to fix the furnaceHow could I have trust in a company who was going to fix my furnace wrong?? Once again, $was for *** *** to replace ONLY the heat kit, not the transformer and the control boardI also do know that I was talking on a RECORDED line with an employee at HSA home Warranty and the guy helping me said it should not be a problem to pay the $for the extra parts needed to fix the furnace the PROPER wayThis company is a complete scam, and they do not want to pay to have things fixed the PROPER wayI do not want anyone even touching anything in my house if they do not know how to fix something the PROPER way
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: Thank you for your co-operation
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 attempted twice to reach the service provider and left messages for them to return their calls. HSA will have an associate attempt to call them again on Monday morning to obtain the needed information. HSA will refund the deductible as a service gesture due to the delay on the
claim

Per the HSA contract, the door latch is covered. The door is not covered under the contract and per the technician, the handle is broken and the door frame is cracked and needs to be replaced. HSA approved the $for the door latch and the homeowner would be responsible for the
door component parts

HSA apologizes for the customers inconvenience in regards to the previous repairs that were done for her refrigerator. HSA would like to request a 2nd opinion and will waive the deductible to have an alternate vendor come out to the home to diagnose the failure with the refrigerator
and to determine coverage under the terms and conditions of the contract. The customer will need to contact *** @ ###-###-#### and give them this tracking number that is associated with the new claim
Tracking # ***

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
I have contacted HSA separately via email to discuss this complaint I will follow up here once I receive more information
Regards,
John ***

A supervisor will be contacting the homeowner to obtain the vendor's information, so HSA can get the diagnosis of the failure to the system

May 2, Ms*** *** Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE:
*** E ***; Revdex.com Complaint ID No***; HSA Reference No Dear Ms***: Home Security of America, Inc(“HSA”) is in receipt of your letter dated April 27, 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 Ms***’s refrigerator claim. On April 21, 2017, Ms*** placed the service request and HSA dispatched *** Repair, LLC to diagnose the problem with the refrigerator. On April 25, 2017, the technician reported that the compressor had failed; however, *** Repair, LLC was unable to service the type of refrigerator in the home. HSA attempted to locate another HSA authorized service contractor to service the sealed system refrigerator and was unable to immediately locate a service contractor On April 26, 2017, HSA provided Ms*** the opportunity to locate the licensed and insured service contractor of her choosing to run the call. When 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 upon receipt of the paid invoice. Ms*** declined this offer On April 27, 2017, HSA dispatched Sears to diagnose the problem with the refrigerator and the service appointment was scheduled for May 3, However, on May 1, 2017, Ms*** advised HSA that she had gotten the service done with a service contractor outside of the HSA plan. HSA followed up directly with that service contractor and confirmed that the compressor had failed due to wear and tearHSA approved the replacement of the compressor and filter dryer for the refrigerator HSA is awaiting the paid invoice to reimburse Ms*** for the approved repair cost Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC *** *** Customer & Regulatory Claim Resolution Specialist

HSA apologizes for the miscommunication between them and the vendor about the garbage disposal. As a service gesture, HSA will refund the homeowner the $deductible. The check will be mailed out tomorrow

HSA has no control on what vendors charge for retail rates on items not covered under the warranty. The homeowner always has the right for a second opinion for quotes. The HSA licensed affiliated vendor advised HSA that certain modifications and code upgrades were required and that a permit needed to be pulled and if the tank fails in the future for lack of the items not being installed, HSA would not offer coverage for that failure. Again, HSA has approved the amount of $for the tank and labor, which is what HSA's affiliated vendor would charge

The homeowner was informed in the voicemail with the same information that was written in the last response, this was done simply for clarificationThe homeowner had talked to a customer service representative on 8/at 6:pm and they had set up a recall dispatchThis dispatch was re-assigned to another vendor due to availabilityThe new vendor is *** Heating & Cooling, the company's phone number is ###-###-####Another deductible will not be due and they will re-evaluate the system to see what is causing the water issues

HSA has spoken to ***, *** *** and the homeowner's own second opinion, who stated that it was wired improperly. He bypassed the dampers so they are no longer being used and stated that equipment was new , but someone left existing dampers there and just wired around the
unit. Second opinion technician stated the air handler was improperly wired with no other mechanical failures. The HSA contract does not cover improper installation or faulty workmanship

[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. I WILL FORWARD THE REQUESTED PAPERWORK BY FAX WITHINTHE NEXT FEW DAYS & APPRECIATE YOUR REMOVING THE $SERVICE FEE TO MOUSLEY PLUMBING
Regards,
*** ***

HSA has reached out to the homeowner's vendor to verify the part number. HSA's vendor and the homeowner's vendor have the same description, but different part number with HSA's vendor's part being available and the homeowner's vendor's part not available. HSA has requested them to
call back with the needed information

Desired Response: I would like my reimbursement of $processed A.S.A.P and expect to be contacted by an HSA representative informing me that the check has been sentI should also note that eppliances.com did not have any option on their site to enter a model number and they had only
models of refrigerators, all of which were dorm room size; obviously another tactic for delaying the claim process

The ice maker is not covered under the base coverage, it has potential coverage under the star upgrade. Per the HSA contract, on page 4, number 4: Kitchen Appliances: NOT COVERED: ice maker/crusher and beverage dispensers; drain, 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; stand-alone freezer, wafreezers. The homeowner's renewal has been cancelled per his request

HSA will reimburse homeowner an additional $on this claim and the check will be mailed out on Monday, 12/1/