Home Security of America

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

[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 apologizes for the customers experience HSA would not be able to refund premium that has been paid against the contractThank you

Failure to the evaporator coil was due to it being oversized for the system, which would be improper install, but covered by the seven star upgrade in coverageThis was what the claim was authorized to replace and for that authorization we would be happy to reimburse what we would have paid our vendorThe system shows that on the claim you were authorized for, the cash in lieu was not processed, I have re-submitted this form for the amount to be worked up and offered to youYou should hear from this department within days, if you don't feel free to callIt was not intentional that you would not receive this, I believe it was just being overlooked in the system due to the multiple vendors out after the initial visit and I apologize for this

February 1, 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 January 30, 2017, advising of the above referenced complaint The letter has been forwarded to me for review and response On August 19, 2016, Mr [redacted] renewed the HSA plan coverage for a new year of coverage (August 19, to August 19, 2017)HSA provided Mr [redacted] with a $discount from the $renewal premium plan fee costHSA shows no billing errors on this renewal plan Section H of Mr [redacted] ’s HSA plan states that the warranty is non-cancelable by either party except for the following: (a) the contract fees are not paid; (b) fraud or misrepresentation of facts material to the issuance of this contract; and (c) if the contract provides coverage for the seller during the listing period and the listing is withdrawn or expiresShould this contract be cancelable under the laws of the state where the contract holder resides, an allowable administrative fee will be charged upon cancellation Mr [redacted] is paying the premium fees on a monthly basis and no refund would be due to the customer if the plan is cancelled Please advise HSA if Mr [redacted] would like to proceed with the cancellation of the HSA plan HSA does apologize for Mr [redacted] ’s frustration regarding the long hold times with our Customer Service DepartmentHSA is making every effort to answer each call and quickly as possible Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

The claim for the pressure tank was denied because it is not covered under the contract The only thing that is covered under the well is the water well pump and that is only if the water well pump option is purchaseThe homeowner did not purchase this optionAs far as the furnace claim, on 2/20/HSA left a message for the homeowner to call in to go over the reimbursement amount HSA will have an authorization associate call the homeowner to discuss

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 is the first time that they have talked about a maximum coverage of and even then they haven't covered that valueThey refunded me which is obviously way below their coverage limitI have called multiple times and every time the associate has hung up after telling them about my situationI have faxed over all the invoices to HSA from the licensed professional HSA recommended to meAttached is the copies of the invoices received from two of the professionalsRegards, [redacted]

HSA has approved full system replacement and the homeowner has approved the non-covered covers This equipment has been ordered and the vendor will contract the homeowner once they have a equipment

The reimbursement check was mailed out on 8/31/in the amount of $

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.The second opinion was completed on 10/6/by [redacted] from HRS heating and cooling.The details of HRS Heating and cooling are as follows,BEGIN DETAILS FROM HRS:"Pressures are OKReset blower speed to, 'high' from previous co changing Found several bent fins throughout evap coils - don't believe to be cause of problemDrain is slightly unlevel' NO FILTER DRIER at TXVAdjusted open drain port Potentially evap coil to have a restriction causing frosting." Comments, "I believe the final solution will be to replace evap coil, TXV & install a new line drier"END DETAILS FROM HRSPrior to giving me the results of his inspection HRS Technician [redacted] asked me the question, "Are you covered by just a basic warranty with HSA Home Warranty?" which I confirmed Once I understood [redacted] 's inspection details, I asked him what the next steps were He said that this would be transmitted to HSA who would then decide on the next steps From all discussions with both [redacted] Mechanical and HRS technicians, the cause of the water-leaking AC unit appears to happen when the AC unit is in operation This issue was first reported in July and I've made attempts to have this issue fixed since July It's now October and the issue has not been resolved October, and the fall/winter season, bring colder and dryer weather, reducing the need for using the AC unit Without the AC unit being in operation, it may be difficult to tell whether this issue has been resolved or not If this issue isn't resolved by the AC technicians, then the issue may go undetected until next spring The period for calling back a defective repair is days for parts and days for labor By next spring the, "Call-back" period would run out, and I would have to pay the $trade call fee for the same AC issue I request thatThe leaking AC unit leak is fixedIn the event that the AC unit is not fixed before winter, I will not have to pay the $trade call fee if the AC unit is still leaking next spring [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

January 26, Stacy [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Angela [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 the customer’s complaint Section H of the warranty plan states that the warranty is non-cancelable by either party However, HSA agreed to cancel the warranty plan at the customer’s request and the warranty plan has been cancelled Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly [redacted] Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: 901-597-Email: [redacted]

The blower motor is a coverable component and it would have also been coverable under the manufacturer warranty, however the failure was not due to wear and tear It was caused by the drywall dust and debris The homeowner's technician advised HSA that he would not be able to trade the blower motor in on the manufacturer warranty due to the dust and debris as well The denial stands

September 28, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] S ***; Revdex.com Complaint ID No [redacted] ; HSA Reference No [redacted] Dear Ms [redacted] : Home Security of America, Inc(“HSA”) is in receipt of your letter dated September 21, 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 air conditioning claimFast Response Heating & Cooling and SMS True Blue Plumbing HVAC each advised HSA that their technician was unable to access the package HVAC system located on the third story roof to complete the diagnosis It appears that Ms [redacted] contacted [redacted] Services diagnose and repair the air conditioning system outside of the HSA plan On September 27, 2016, [redacted] Services provided HSA with the cost breakdown to replace the air conditioning unit in the total amount of $2, In order to amicably resolve this matter HSA is willing to provide Ms [redacted] with a check for the replacement quote of $2,less the $HSA trade service call fee for a total reimbursement of $2,upon receipt of the paid invoice for the completed serviceMs [redacted] may forward a copy of the invoice to my attention at the email address [email protected] or the mailing address P.OBox 727, Carroll, Iowa Please advise Ms [redacted] to black out any confidential information such as credit card or bank routing numbers on the requested invoiceOnce I receive and review the invoice AHS will forward Ms [redacted] a check for up to $2, HSA will await the invoice Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

HSA has left a voicemail message for the service provider to contact us back to obtain a diagnosis If the customer would attach a PDF copy of their paid receipt, HSA will review for potential coverage Thank you

November 18, [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 November 14, 2016, enclosing additional correspondence from Ms [redacted] The computer records indicate that HSA’s Purchasing Department contacted Ms [redacted] directly on November 17th, and that Ms [redacted] accepted the cash reimbursement that was offered to her Upon HSA’s receipt of Ms [redacted] ’s paid invoice documenting the replacement of the refrigerator, the reimbursement check will be forwarded to her Therefore, it appears that this matter is being resolved and HSA will be closing its file HSA does apologize for Ms [redacted] ’s frustration regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

After further review of the paid invoice, HSA is reimbursing the homeowner $ The $fee for cleaning of the coil is not a covered service The check will be mailed out tomorrow

I apologize [redacted] the message from you sent before the last was blank with just a signature at the bottomThe denial for coverage of your replacement is firmWhen you decided to replace the system without first letting us diagnose the system to see what was additionally failing you voided our agreement for us to provide coverage

HSA will call the vendor that the homeowner had come out to the home for further information that is needed and will contact the homeowner once they speak with them

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] ***

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 belowWe have requested our independent HVAC company to report to us in writing what is the matter with the three units and then we can return to the Revdex.com what we find Until then, we still consider this matter unresolved Also, I am still receiving late charges for a HVAC that never was called to our home We have discussed this with HSA numerous times, each time the employee saying that have "taken care of it" Yet, I received another bill late last week Regards, [redacted] And [redacted] ***