Home Security of America

October 4, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Derrick E [redacted] & Anita C [redacted] ; HSA Plan No[redacted] ; Revdex.com Complaint Case 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 apologizes for the frustration the customers have experienced The customers’ active warranty plan is scheduled to expire on October 5, On August 3, 2016, MrE [redacted] and MsC [redacted] elected to renew the warranty plan for another year of coverage A mistake was inadvertently made and the customers were billed for the warranty plan coverage after payment was received HSA has corrected this issue and the customers do not owe funds to HSA for the warranty plan that becomes effective on October 5, Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly T [redacted] Customer and Regulatory Claim Resolution Specialist

HSA did receive the diagnosis from the service provider in regards to the roof claim It was reported to HSA that the cause of the leak was to wind and hail damage HSA's contract only covers for roof leaks due to wear and tear failures and specifically excludes failures due to: damages done by ice, mud, snow or wind and any acts of God; secondary damage from any type of leak of leak or re-reroofing of the residence; chimneys, gutters or downspouts, skylight or skylight flashing repairs for leaks or any other damage Per # Roof Leaks and the terms and conditions of the customers contractThank you

I apologize for our hold times, we do our best to accommodate our customers during our peak seasons to reduce themFor appliances not every part needed for a repair is locally and readily available, sometimes they need to be sourced and shipped, or come from the manufacturer directly as their are innumerous brands and models of appliancesWe do our best to get these as quickly as possibleThe customer always has the option of doing a cash in lieu for the value of the repairs towards using their own vendor or replacement of a system instead of an offered repair

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.] Regards, [redacted] The response from HSA is incorrect for several reasons I've broken down their reply to respond point by point:The first failure reported 3/11/was for the unit not heatingThis was for the draft inducer motor and was approved in full This is incorrect Our first HSA service call was actually on 1/30/for a leaking pipe The pipe was repaired with improper materials and is still leaking todayThe carbon monoxide was not tested and the source of the water in the furnace was ignored.The second claim on 3/30/was for the unit not turning on was water leaking from the flue pipe and was approved in fullThis is incorrect Our second call was actually on 3/11/when the furnace stopped turning on A fan motor was replaced, but the underlying issue of strain on the fan due to water damage was ignoredThe carbon monoxide was not tested.The third call was on 3/30/when the furnace stopped turning on The HSA repairmen claimed a switch was broken and they replaced it with a non-Bryant part Our own tech subsequently informed us that the original switch wasn't broken (the HSA repairmen left the original switch in our basement, so our tech was able to examine it) He also said that the switch stopped working because it was full of water, so installing a new dry switch was a "bandaid" repair The HSA repairmen didn't test our carbon monoxide or warn us about the water damage and visible rust on the exterior and interior of the furnace at this visit either.The next failure reported on 6/2/was the unit leaking waterThe homeowner's vendor reported heat exchanger is crackedThe cause of the crack was not due to wear and tearThe 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 The first tech we called ourselves suggested that the cause of the water damage "may" be from AC condensation dripping onto the furnace, but this was NOT a definitive conclusion or diagnosis A second Bryant-authorized technician came to our home on 6/5/and inspected the furnace and AC drip pan He said the AC drip pan was not cracked or defective in any way and was adequately catching water He said the failure of the heat exchanger should not be considered secondary damage.These failures are due to secondary water damage and are not covered under the HSA contractOur AC is also covered by the HSA warranty If there is an issue with our AC damaging the furnace, then replace both units and refund us for the prior repairs that were improperly done.Since the purchase of our home less than one year ago, the only men that have gone near our AC or furnace prior to the detection of the high carbon monoxide levels by a third party are the HSA-authorized repairmen, so it's difficult to believe that a properly inspected and fully functional AC could just suddenly begin leaking and cause rust that ended up damaging our furnace, especially given that the drip pan is in good condition

December 12, [redacted] [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Candice W [redacted] ; HSA Plan No [redacted] ; Revdex.com Complaint Case 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 apologizes for the frustration MsW [redacted] has experienced I have reviewed HSA’s records with regard to the plumbing leak issue On November 17, 2016, service was requested for a plumbing leak and the request was dispatched to E & K Contracting to diagnose the issue On November 28, 2016, E & K Contracting reported to HSA that seal gaskets on the waste and overflow plumbing for the bathtub needed to be replaced and HSA authorized the technician to complete the repair In order to diagnose the issue and complete the repair, the technician cut a hole in the drywall in the ceiling below the bathroom Section F-of the warranty plan states that HSA will pay to provide access to plumbing through unobstructed walls, ceilings or floors only, and will return access openings to a rough finish condition HSA dispatched a service request to M A Home Improvements to repair the drywall in the ceiling to a rough finish MsW [redacted] may contact M A Home Improvements at 931-302-to discuss scheduling an appointment to repair the drywall A trade call fee is rightfully due from customers for every trade call request, in accordance with Section D-of the warranty plan Therefore, the trade call fee in the amount of $was rightfully paid by the customer to E & K Contracting for the plumbing request An additional trade call fee is not due for the service request dispatched to M A Home Improvements In light of the customer’s dissatisfaction, HSA agrees to refund the trade call fee MsW [redacted] will receive this refund by check in approximately thirty days Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly Tiffany Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: 901-597-Email: [email protected]

The $was an accounting error that was promptly removed from the home owner's account upon noticeThe service fee for the plumbing claim shows it is processing to send a check to the home owner for the amount of the deductible, unfortunately this does take about two weeks to process and for the check to be sent outThere was not a breach of contract as we simply do not cover to correct improperly sized plumbing, this is listed as an item the home owner is liable for within the warranty

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 accepting this reaponseWhen I spoke with Leonard the Dave Live Green came out, I explained to him what the issue was and asked if it would be coveredHe said that it would beThat my contract covers the main line to the septicHe further stated that he couldn't get a straight answer out of live green and so he needed more info from meI told him Live Green was only in the house for minutes didn't even look at the pipe just said it wasn't covered and walked back outI told Leonard I wasn't paying the service fee as he didn't do anythingHe said he understoodNow I am being billed also for the second opinion which is ok, but I am not paying for bothAll I have been asking is for HSA to do the right thingI was told it was covered and if they pull the call as I have requested they would hear thatI am asking that they fix my issue or at least pay half which the total is between and HSA is a shady company with horrible customer serviceIf they don't want a bad reputation they need to fix this [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

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's customer are advised at the time the claim is filed that if they do not hear from the vendor within hours, the homeowner should call the vendor directly or call HSA back for other options If the HSA vendor did not contact them, HSA would have found a vendor who would However, HSA needs to be made aware of the situation in order to assist the homeowner The contract expired on 12/9/and HSA assumed liability for the property during the contract period The homeowner did not ask for the contract to be cancelled until 12/9/14, the date it expired

HSA apologizes for the customers experience If the customer is wishing to cancel their contract, they would need to call ###-###-#### for further review of any state disclosures for the state of Georgia in regards to cancelling of the warranty Thank you

Better Business Bureau: 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 belowOur complaint was filed on 3/22/after numerous unsuccessful attempts to contact the company and request service, beginning in early FebruaryThe company responded to my family only after pressured to do so by the complaints we filed with the Revdex.com and the SC DOIThe technician they sent to our house evaluated our oven and dishwasher on 3/30/2016, nearly a month agoThe company has NOT contacted us with options, and we still have a non-operational dishwasher and ovenI feel that this violates our agreement with the company - they have failed to provide the service that they are paid forThe nearly month delay is unacceptableI am considering legal actionI need this matter resolved by Friday, April 29, (appliances repaired or replaced) [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

Home Security of America ("HSA") is in receipt of your letter advising of the above referenced complaintYour letter has been forwarded to me for review and responseMy correspondence dated December 8, 2016, to Revdex.com of Wisconsin accurately stated the information in HSA's records [redacted] has reported to HSA that the replacement heat exchanger is available to be installedThey have further reported that their offce was discussing additional options with you, as you expressed interest in replacing the furnace on a retail basis, but that they have not received your decisionYou may contact [redacted] at ###-###-#### to discuss the issue further and notify the company of your decision regarding having the replacement heat exchanger installed or replacing the furnaceIf you have questions regarding the process to upgrade to a furnace replacement, please notify meThank you for your consideration

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 Their response in no way addresses my complaint about them using such poorly rated contractors that again and again receive extremely poor ratings Regards, [redacted]

February 15, Stacy [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Latoya [redacted] , Revdex.com Case ID No [redacted] ; HSA Reference No [redacted] Dear Stacy [redacted] : HSA is in receipt of your letter dated February 7, 2017, enclosing additional correspondence from Ms [redacted] Again, HSA does apologize for Ms [redacted] ’s frustration regarding this matter However, my previous correspondence accurately and correctly stated HSA’s position regarding this matter HSA’s position does remain unchanged Miss Appliance Services, LLC has verified that the replacement part for the dishwasher has been received and they will contact Ms [redacted] directly to schedule an appointment so that the covered repairs can be completed Ms [redacted] may also contact the service contractor directly at [redacted] to schedule an appointment Ms [redacted] may contact HSA’s Service Department directly at [redacted] for any further assistance regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Lori [redacted] Customer and Regulatory Claim Resolution Specialist

As of 11:am central time today, HSA has been advised that [redacted] has contacted the homeowner The homeowner has requested that the inspection be done on 1/26/and [redacted] is getting this set up with [redacted] The permit is number is *** This is notification from contractor relations department

[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, Tom [redacted]

HSA apologizes for the customers experience If the customer can attach a PDF formatted copy of their paid receipt to the Revdex.com a Supervisor will get it reviewed Thank you

This claim was approved on 7/16/and the reimbursement check has been mailed out to the homeowner on 7/17/

June 12, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] ***; Revdex.com Complaint ID No [redacted] ; HSA Reference No Dear Ms [redacted] : Home Security of America, Inc(“HSA”) is in receipt of your letter dated June 8, 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***’ pool pump claim On June 5, 2017, Ms [redacted] placed the service request and HSA dispatched [redacted] Plumbing Company to diagnose the problem with the pool pump [redacted] Plumbing Company scheduled the service appointment to diagnose the pool pump for June 8, On June 8, 2017, the technician reported to HSA that the pool pump motor had failed due to wear and tear HSA approved the repair and [redacted] Plumbing Company ordered the parts to complete the repair of the pool pump Once [redacted] Plumbing Company has the parts they will contact Ms [redacted] to schedule the service appointment to complete the repair If Ms [redacted] does not want to wait for [redacted] Plumbing Company to receive the parts HSA can provide her with a check for HSA’s cost to replace the pool pump motor in the amount of up to $upon receipt of an invoice for the completed service by a licensed and insured service contractorSection D-of Ms***’ HSA plan provides 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 less than the plan holder’s actual costOnce a failure has been diagnosed, subsequent failures to the same system will be exempt from coverage unless and until proof of repair is submitted to HSAProof shall include, but is not limited to, receipts verifying repair and/or replacementPlease advise HSA if Ms [redacted] would like a check in place of the authorized service Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

March 7, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] & [redacted] ; HSA Plan No.***-***- [redacted] 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 Mrand Mrs [redacted] have experienced I have reviewed HSA’s records with regard to the plumbing issue On November 18, 2016, service was requested for several plumbing issues and the request was dispatched to Assurance Plumbing, L.L.Cto diagnose the issues Assurance Plumbing reported to HSA that the technician went to the home for the scheduled appointment but that no one was available at the home to allow the technician access to the house Therefore, Assurance Plumbing left a card requesting that the customers contact the company to schedule another appointment On December 26, 2016, service was again requested for plumbing items and the request was dispatched to Zoom Mechanical to diagnose the issues On December 26, 2016, Mrand Mrs [redacted] notified HSA to cancel this service request and it was cancelled On January 4, 2017, service was requested again for plumbing issues and the request was dispatched to Assurance Plumbing to diagnose the issues On January 13, 2017, Assurance Plumbing reported to HSA that an appointment had been scheduled for January 13, 2017, for the technician to arrive between a.mand a.m Assurance Plumbing reported that the technician had arrived at the home at 10:a.mand no one was available at the home to allow the technician access HSA has dispatched a service request to Jake’s Heating & Air to diagnose the plumbing issues Jake’s Heating & Air will contact Mrand Mrs [redacted] to schedule an appointment The customers may also contact the company at ###-###-#### to discuss scheduling Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC