Home Security of America

HSA has spoken with the customer and advised them to have their technician to call HSA with their findings HSA will review the claim at that time

HSA will review this with our representatives to resolution for the buyer so they will not be responsible for the past due balance

HSA has found a vendor to service the refrigerator and has been in contact with the homeowner

The failure is with the evaporator coil, which is located inside the furnace HSA only approved for the component part that as failing HSA will not approve to replace the furnace, as it is not failing at this claim

March 15, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] R [redacted] ; Revdex.com Complaint ID No [redacted] ; HSA Plan No Dear Ms [redacted] : Home Security of America, Inc(“HSA”) is in receipt of your letter dated March 9, 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 [redacted] ’s plumbing claim On February 26, 2017, Mr [redacted] placed the service request and HSA dispatched A-Thomas Plumbing to diagnose the plumbing problems in the home On March 3, 2017, the technician reported to HSA that the hall bathroom toilet was leaking from the flange due to an improper installation The technician advised that the new flooring was higher than the flange and the flange needs to match the height of the flooring Section F-of Mr [redacted] ’s HSA plan provides that if the Star Upgrade is purchased for/by the buyer, HSA will pay costs associated with covered systems that fail due to faulty workmanship or improper installation or modification if the defect or mechanical failure would have otherwise been coveredIf the failure is a code violation HSAA will pay up to $aggregate per the terms outlined under Section GBuilding CodesHSA approved the $towards the repair of the toilet and Mr [redacted] was advised that he would be responsible for the cost beyond $to repair the flange to the hall bathroom toiletMr [redacted] disputed the diagnosis and in order to resolve the matter HSA dispatched ARS to run a second opinion service request on the toilet Once ARS reports their detailed diagnosis to HSA, HSA will advise Mr [redacted] of our position regarding the toilet claimPlease be advised that HSA will not waive or refund the $trade service call fee for the plumbing claimThank you for your considerationSincerely, HOME SECURITIES OF AMERICA, INC [redacted] 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 [redacted] I do not agree with thecontractor/handy man However I do not have any re-coarse 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 Not one reason in the business response justifies days to repair a refrigerator After realizing their error in sending a wrong company the 2nd time, HSA made zero efforts to expedite the repair Regards, [redacted] ***

HSA apologizes for the long hold times the experienced The equipment was order on 6/17/for pickup by the vendor The vendor will contact the homeowner to schedule the appointment for installation The homeowner can also contact the vendor to schedule as well

HSA has approved this claim and ordered the compressor on 8/14/ HSA notified the vendor and they will contact the homeowner to schedule the replacement

September 29, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: Wendy J***, Revdex.com Case ID No.11720624; HSA Reference No [redacted] 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 does apologize for MsJ***’s frustration regarding this matter However, HSA will continue to repair any covered item until the covered item is no longer repairable Section D-of the HSA plan provides that HSA has the sole right to determine whether a covered system or appliance will be repaired or replaced HSA does base its coverage decisions upon the detailed information reported by the independent service contractors Section D-states that you are obligated to pay the trade call fee or the actual cost to repair/replace, whichever is less, for each separate trade callTrade call fee amount is determined by the contract price selectedA trade call means each visit by an authorized service contractor for a single trade (plumbing, electrical, appliances, heating and air conditioning and pools/spas)If multiple visits required to remedy the same problem, you are only required to pay one trade call feeIf service work performed under this contract should fail, then HSA will make the necessary repairs without an additional trade call fee for a period of days on parts and days on labor On September 19, 2016, it was reported to HSA that the door lock and wire harness had failed due to wear and tear The service contractor reported that the washer was repairable and HSA authorized the covered repairsAs referenced above, there is a recall period of days on parts and days on labor Should MsJ [redacted] encounter any future problems with the washer during the recall period she may contact the Service Department directly at 1-800-776-for any further assistance with respect to this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Lori N [redacted] Customer and Regulatory Claim Resolution Specialist

October 4, Stacy [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Katherine [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 I have reviewed HSA’s records with regard to Ms [redacted] ’s complaint On June 25, 2016, service was requested for the refrigerator and the request was dispatched to Jim’s Appliance Repair Service On June 27, 2016, HSA was notified that Jim’s Appliance Repair Service would not be able to diagnose the issue in a timely manner Therefore, HSA offered Ms [redacted] the opportunity to have a licensed and insured company of her choosing diagnose the issue The customer was instructed to have the company contact HSA with the technician’s detailed diagnosis of what caused the issue, as well as an estimate of the cost to complete the repairs, as the company would need to obtain authorization from HSA prior to completing repairs HSA did not receive information from Ms [redacted] ’s chosen company With regard to the oven issue, service was requested on October 17, Ms [redacted] was also offered the opportunity to have a company of her own choosing diagnose the issue and report the information to HSA HSA does not have record of receiving information from the customer’s chosen company for this issue If Ms [redacted] is in possession of an invoice for the repair of the refrigerator and oven, the customer 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 customer of HSA’s position Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly [redacted] Customer and Regulatory Claim Resolution Specialist

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'm not sure how to respond I stated already that the matter was not resolved They paid the deductible owed but not the portion of the bill they were responsible forWhat are my next steps? This is several hundred dollars Thanks for your help Regards, [redacted]

May 10, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] , Revdex.com Case ID No [redacted] ; HSA Reference No Dear [redacted] : HSA is in receipt of your letter dated May 5, 2017, enclosing additional correspondence from Mr [redacted] Again, HSA does apologize for Mr [redacted] ’s frustration regarding this matter However, as previously stated, Section E-of the HSA plan specifically states that septic tank pumping is not covered HSA will not reimburse Mr [redacted] for any non-covered pumping charges Unfortunately, there is nothing further HSA will do with respect to this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] 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 [redacted] , and find that this resolution is satisfactory to meI am writing regarding case number ID [redacted] .I was instructed from HSA to re-register my id since their computer site was updated.That was not working, nor were they helpful in trying to make it work.Later, I went back and did not re-register and proceeded to try to open one of my accounts.Only one worked, and at that time I was able to re-add all of my accounts, and update the cards on file.No further action is needed - except for training with their customer service, and having IT people available.Thank you for helping me with this situation! Regards, [redacted]

[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 meThe complaint has been resolved Regards, [redacted]

HSA confirmed with the distributor as of 9/14/15, the unit was shipped to the vendor Once the vendor receives the unit, they will call the homeowner to schedule the 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.I received the email below on 01/27/from HSA and although they stated to you that they would cancel the contracts they continue to tell me they will not cancel I have reviewed all the emails in this chain and unfortunately the answer is still the same, we are not able to cancel the contract per your state provisionsI am sorry if you feel the need to make a complaint on Revdex.com, please remember its not HSA that is not wanting or willing to cancelWe have to abide by the laws of your state ShannonCall Center Service SupportHome Security of America Regards, Thomas ***

I have refunded the customers $per his request to satisfy this complaint the reimbursement should be in the next 10-days at the latest

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 will am not happy with the responseStill don't have the part and until I see the part or have more information on what is going on [redacted]

The deductible is due at the time of the service call Per the terms and conditions of the contract, on page 4, number TRADE CALL FEE: you are obligated to pay the $trade call fee or the actual cost to repair/replace, whichever is less, for each separate trade callA trade call means each visit by an authorized service contractor for a single trade (plumbing, electrical, appliances, heating and air conditioning and pools/spas)If multiple visits required to remedy the same problem, you are only required to pay one trade call feeIf service work performed under this contract should fail, then HSA will make the necessary repairs without an additional trade call fee for a period of days on parts and days on laborYour payments must be made prior to completionWe will not respond to a new request for service when any previous trade call fee is outstandingFailure to pay the trade call fee will result in suspension of service until such time as the proper fee is paidAt that time, service coverage will be reinstated, but the service period will not be extendedAdditional work performed by the independent service contractor at your request will be at your sole cost and risk In the case of a denied claim, you will be responsible for, in addition to the trade call fee, any overtime charges incurred and/or charges incurred to provide access to the failureHSA will request your approval prior to work involving overtime or accessing chargesYour refusal to approve these potential charges may cause a delay in service or the inability to diagnose the failure and determine coverage availability The deductible is due on this claim If the homeowner had their own vendor out to the home, she can send in the invoice for review