Home Security of America

June 13, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] , Revdex.com Case ID No [redacted] ; HSA Reference No [redacted] Dear [redacted] : HSA is in receipt of your letter dated June 8, 2017, enclosing additional correspondence from Ms [redacted] HSA dispatched a second opinion company, Joplin Repair, to diagnose any problems with the dishwasher The service contractor reported to HSA that there were no mechanical failures found with the dishwasher The service contractor stated that the dispenser door was closing properly and that the soap not dissolving was due to the water temperature and recommended putting the packets in the silverware tray Because no mechanical failures were found with the dishwasher, no repairs were necessary and/or authorized Ms [redacted] ’s HSA plan became effective on March 9, and was set to expire on March 9, HSA received payment ($445.00) in full for the HSA plan on March 23, On June 7, 2017, Ms [redacted] contacted HSA to request the cancellation of the plan, and her HSA plan has been cancelled per request and according to the provisions of the HSA plan Ms [redacted] will receive a refund in the amount of $for the cancellation of the HSA plan HSA denies any further liability with respect to this matter and will be closing its file If Ms [redacted] wishes to further dispute this matter, she may contact HSA’s Cancellation Department directly at ###-###-#### Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

June 2, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] J ***; 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 May 31, 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 washer claim On May 19, 2017, the service request was placed and HSA dispatched Ansley Appliance Service LLC to diagnose the problem with the washer On May 22, 2017, the technician reported to HSA that the main control board and filter has failed due to wear and tear HSA order the parts from our supplier and was given an estimated arrival date of May 29, 2017; however, due to the holiday, tracking shows that the parts were delivered to Ansley Appliance Service LLC on May 31, On June 1, 2017, Mr [redacted] advised HSA that Ansley Appliance Service LLC came to his home today and found that the one of the parts was an incorrect partAnsley Appliance Service LLC has been advised to contact HSA’s Appliance Part Purchasing Department to verify the matter and get the correct part ordered HSA does apologize for Mr***’s frustration; however, HSA will not waive the trade service call fee or provide compensation for laundry mat expensesSection F-of Mr***’s HSA plan provides that coverage does not apply when conditions beyond our control including delays in obtaining parts and/or any damage alleged to be caused directly or indirectly by the services or the timeliness of the services provided by HSA Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

HSA will be contacting the homeowner to have an HSA affiliated vendor out to the home to determine a new diagnosis

HSA apologizes for the inconvenience the homeowner has experienced with this claim The equipment has been ordered and delivered to vendor on 7/6/for installation

After further review of the claim notes, the service contract reported that the failure was due to improper installation of the drain linesThe stack pipe was not installed properlyHalf of the pipe was sticking out of the wall and leaking into the basement HSA's contract only covers for failures due to wear and tear HSA determines coverage at the time each claim is filed and at the time of the service call visit when the service technician diagnoses the failureHSA is unable to offer any coverage on this claim 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]HSA said they cannot assist with the replacement of the water heater, as it is under warrantyHSA purchased THAT water heater (non-functioning) and installed THAT water heater (non-functioning)Our old hot water heater needed replaced because there were flames shooting from the bottom of it an charring the sideIt did still come on thoughThe new water heater HSA installed never EVER worked, not even for one minuteThey simply installed a broken water heater and then said it was our problemThe technician who installed it should not have left until the problem was fixed or a functional water heater ordered to replace it.We contacted another contractor on our own and had the repair done without HSA being involved Regards, [redacted]

HSA advised previously that the claim would not be covered and considers this matter closed

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 Two weeks after reporting this, no action has been taken by either company I was told I would be called by a manager from HSA, yet no phone call The company has also not refunded any money in dispute HSA needs to take action against Affordable Solutions I will not do business with HSA in the future if they do not, nor will I recommend them to anyone It's very disappointing HSA would allow their customers to be treated in this manner Regards, [redacted]

The claim was filed online and referred to [redacted] to call to make an appointment HSA has not receives the information on the failure from [redacted] at this time

The vendor advised HSA that the failure did not occur within the contract period; it was something that would occur over time If the homeowner would like to get a second opinion and have that technician submit his findings to HSA, they can do so and HSA will review the claim at that time With the information HSA received from the vendor, the claim denial stands

Revdex.com: THANK YOU SO MUCH FOR YOUR HELP! THIS MEANS A LOT TO US :) 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 records show that on 12/11/14, the seller 's agent called HSA to cancel the contract stating the buyers did not want the contract Then on 12/23/14, the agent called back to make a payment as the buyers now wanted the contract The contract was backdate to the closing date at that time As far as the heating claim, when the homeowners called in the claim they were properly advised that there would be pricing adjustments for using their own vendor as the work was already completed The reimbursement amount stands

The customer had filed a claim indicating they had an issue with their drain lines The technician reported to HSA that the heating system had a condensate drain line that went into the concrete slabThe customer had a humidifier installed and a clear tube went into the heating system condensate drain line into the ground This cause of failure is due to improper installation of the humidifier tubing The contract does not cover for these types of issues but only failures due to wear and tearHSA is unable to assist for any coverage at this time 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 below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]To call this matter solved we would need the already discussed amount refunded to usIt is not a matter of replacing or repairing at this pointWe require the $deductible refunded as well as the $for the missed work due to constant rescheduling (without our knowledge or permission) and numerous no-call/no-shows by the company HSA hiredThat will be the only way the dispute is settled Regards, [redacted] ***

HSA has spoken to the vendor, but needs further information to determine coverage HSA is contacting the vendor again for this information

The homeowner filed the claim online as drain lines and the failure was actually a drain routing failure The drain line routing option could not be selected as the homeowner's contract does cover drain line routing failures HSA is unable to assist with this claim and the homeowner has been advised of this The contract is a non-cancellable 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 [redacted] , and find that this resolution is satisfactory to meI was promised reimbursement for washer, and still waiting for check to arrive 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 This situation is still not resolved and we have no assurance the equipment is actually order or it is the correct system This is the same response we get every time we call - either it was just ordered or it was order the day before but we are not responsible for the length of time it will take for delivery Completely understand you can't take responsibility for delivery time but how about some Quality Assurance and Quality Control on the ordering to ensure the correct system is actually going to show up? Lastly, this email holds no one at the company accountable - no name, no contact information I atleast want a name of someone who can commit for the company ( [redacted] ) because I have no faith that this will be resolved with a simple Revdex.com complaint Regards, [redacted]

An HSA affiliated service provider reported that the main stack is leaking between the 1st floor and the 2nd floorLocated outside of the homeCrack was caused due to freezing HSA contract does not cover failures due to freezing It must be a wear and tear failure If the customer has other estimates from licensed plumbers he may have them call into HSA ###-###-#### to report their findings for re-review Thank you

An associate has contacted the vendor and the homeowner will her direct extension and email address for both parties This occurred on 9/29/at 11:am HSA cannot proceed with the claim until they receive that information from the vendor