Home Security of America

HSA has listened to the call and the associate advised the customer of what the coverages are in the plumbing section of the contract and actually read in detail HSA stated they need to get a full diagnosis to determine coverage, and it would depend on how much the cost is with their vendor if it is something that HSA would pay or HSA would need a 2nd opinion HSA did not commit to approval on this claim at all during this callHSA did state a couple times that they needed a full diagnosis for coverage The claim denial stands

HSA has reviewed the calls between the homeowner and HSA The homeowner advised HSA on 8/19/that the old unit did not have any sensors or wall button Per the contract on page 3, number Interior Electrical System: Covered: garage door opener (systems maximum) must meet current safety standards; includes track assembly and carriage unit if part of the opener unit The garage door opener that was replaced had to have the safety sensors in order to have coverage The denial of the claim stands

[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 spoken with the HSA person and I am waiting on them to review the claim and get back to me 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]

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] HSA has been telling me the $check will be mailed to me for three monthsI still have never received the check

September 23, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] ***; 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 15, 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 sump pump claim On August 10, 2016, Ms [redacted] placed the service request through HSA’s website and HSA dispatched All Clear Plumbing and Drain Service to diagnose the problem with the sump pump On August 12, 2016, the technician reported to HSA that the sump pump had failed; however, the pump was not pumping ground water only as it was connected with the air conditioning system Section E-of Ms***’s HSA plan provides that the coverage is for the primary sump pump for pumping water only Therefore, HSA is rightfully not responsible or liable for the repair or replacement of the sump pump Section D-of Ms***’s HSA plan provides that the plan holder will pay the deductible for each separate trade call The trade service call fee is due whether service is approved or not However, as a onetime courtesy HSA has waived the $trade service call fee for this claim and will no longer attempt to collect this amount from Ms*** In the future Ms [redacted] should contact HSA’s Customer Service Department if she has any coverage questions before she places a service request as the trade service call fee will be due on all future claims Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

December 20, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] W [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 My previous correspondence accurately stated the information in HSA’s recordsAs stated previously, a trade call fee is rightfully due from customers for every trade service request In order to amicably resolve this matter, although not liable to do so, HSA agrees to waive the trade call fee that was due from the customer to Mousley Plumbing and Mr [redacted] will not be required to pay the fee If the customer is in possession of an invoice for the repair of the plumbing, he may forward the detailed information to me for review by email at [email protected] or by facsimile at ###-###-#### 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 [redacted] Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: ###-###-#### Email: [email protected]

HSA has cancelled the customers contract and has prorated the refund less a cancellation fee The customer will need to sign the cancellation letter and send back to HSA for the refund Thank you

June 23, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] , Revdex.com Case ID No [redacted] ; 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 Mr [redacted] ’ HSA plan became effective on May 8, and is set to expire on May 8, On June 19, 2017, Mr [redacted] placed an automated service request for a refrigerator and a cooktop/range that was not working and Ace Appliance Repair was dispatched to diagnose and repair any covered problems Section D-of the HSA plan provides that repair or replacement shall be performed within forty-eight (48) hours, under circumstances, of an approved claim by a service contractor chosen by HSA On June 20th, Mr [redacted] contacted HSA to advise that the service contractor was unable to service the claim until Monday, June 26th Therefore, HSA offered to transfer the service request to a different company Mr [redacted] declined and cancelled the service request Section F-states that HSA does not cover secondary damage, consequential damage or any damage caused by or resulting from the failure or malfunction of covered or non-covered “component parts”Any damage resulting from the actual repair or replacement itselfConditions beyond our control including delays in obtaining parts, relocation of equipment or labor difficulties including, but not limited to, additional costs associated with repair or replacement of a covered mechanical system due to space restrictions or location of the covered equipmentAny damage alleged to be caused directly or indirectly by the services or the timeliness of the services provided by us Section D-provides that HSA will not reimburse for services performed without its prior approval HSA does apologize for Mr [redacted] ’ frustration regarding this matter Mr [redacted] may contact HSA’s Service Department directly at ###-###-#### to place a service request on any covered item Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

A supervisor is contacting the homeowner to provide the homeowner with a local certified Samsung service provider to diagnosis the refrigerator

HSA does apologize for the customers experience with the dryer claim The $that the customer is seeing on the website is an estimated retail cost for repairs of an appliance and or dryer as suppose to not having a home warranty plan Whereas the customer would only pay $for an approved repair as long as all component parts are coverable If the vendor had indicated to the customer that the unit needed to be replaced, that might have been due to part availability and or costs of repairs But the vendor does need approval from HSA in order to proceed through the home warranty On non coverable claims, the vendor makes their recommendation per their professional opinion As a service gesture HSA did pay our preferred vendor for their service call and diagnostic time out to the customers property less their $deductible to cover the trade call fee This is why the claim does not show up online as "denied" due to HSA paying the vendor As a secondary service gesture HSA would like to refund the customer back their $deductible and that will be reimbursed 12/10/ Thank you

HSA will have a service provider contact the homeowner to evaluate the issue with the electrical modifications and report that information to HSA

Full system was approved for replacement and equipment was delivered to the service provider on 4/20/ Thank you

October 18, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: Dawn W***; Revdex.com Complaint ID No11758543; HSA Reference Nos [redacted] Dear [redacted] Home Security of America, Inc(“HSA”) is in receipt of your letter dated October 7, 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 MsW***’s dryer claim and cancellation request On October 28, 2015, MsW [redacted] placed the service request and HSA dispatched Sears to diagnose the problem with the dryer Sears was unable to schedule a timely service appointment and to resolve the matter HSA offered Ms W [redacted] the opportunity to locate the licensed and insured service contractor of her choosing to run the dryer claim HSA has no records of receiving the detailed diagnosis and cost breakdown from the service contractor contacted by MsW*** However, upon further review and in order to resolve this matter HSA is reimbursing the repair cost of $less the $trade service call fee for a total reimbursement of $ MsW [redacted] will receive the check in the amount of $in approximately ten to fourteen business days Ms W***’s HSA plan renewed into a new year of coverage on September 7, under HSA Reference Number On October 7, 2016, MsW [redacted] advised HSA that she did not want the HSA plan renewed HSA cancelled the HSA plan Please be advised no premium plan fees were collected by HSA for this renewed plan and HSA will make no further attempts to collect any premium plan fees for the cancelled HSA plan Therefore, it appears this matter has been resolved Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC Marcy C [redacted] Customer & 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 [Why is the case closed? Last I heard was that you told me they said they would refund me within 7-days but they NEVER DIDI didn't know I had to inform you so soonIt was the long weekend of the 4th so I thought, well hoped the check would be here by now but it isn'tPlease don't close this case, they are a sneaky, dishonest company and they know how to get around from what they say they will do Regards, [redacted] ***

Revdex.com: I was not given a cash out option, I was not given any other option other than to use their contractor or to be left stranded after paying into this warranty after the past two years This is NOT right 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.The outlets and garage door opener on the DETACHED garage are not on separate electrical systemsThey are ATTACHED to the OVERALL circuit breaker in the house which technically is undergroundCompany states that they don't cover electrical outside the home although they fixed an outlet on the front of the house which is OUTSIDE the home and and they cover the electrical on the HVAC unit which is OUTSIDE THE HOMEThere is NO statement in the agreement that says it DOESN'T cover underground wiring except when it applies to electrical for an outside poolAt this time, the company is not covering the garageIt is inoperableI cannot secure my garage when leavingI am paying for partial serviceMost of the house with detached garage have UNDERGROUND wiring for safety purposesI am asking this company to me meet halfway by uncovering the necessary wiring that runs from my house AT MY COST and approve this to be fixed, refund a portion of what I have been paying on this agreement or refund money that has been paid since this is not COMPLETE coverageI have never heard of PARTIAL coverage 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I still disagree with the findings and would like someone to review the video I have of the dryer and the noises it intermittently makesTo the Revdex.com: who else can I file a complaint with on the practices of this company? I am not satisfied with what I am being put through by them and want my dryer replaced with a properly functioning dryer as it should have been months ago

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] 2/16/- As of today's date I have not received any check from HSA Once a check in the amount of $1300+ is received I will be happy to resolve my complaint with HSA[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 [I don't know why the business did not read my previous response that showed clearly the equipment is covered by the warranty term that the humidifier is indeed attached to the duckworksI will request the same resolution as I requested last time due to the unbelievable delay and their way of treating me with the claim] Regards, [redacted] ***

The HSA contract does not cover detectable pre-existing conditions as stated on page under Limitation of Liability:Detectable pre-existing defects or deficiencies, when the “Component Parts” were not in “Proper Working Order” on the inception date of coverage, are not covered by HSAIf, on the Buyer’s effective date of this contract, the defect or malfunction of the covered “Component Parts” would not have been detectable by either visual inspection and/or simple mechanical test and/or safety test performed by a qualified professional, the defect or malfunction may qualify for coverageFor example: a simple test would be a visual inspection of a heat exchanger forcracks or a carbon-monoxide test The home inspection clearly states that there is an issue with a popping sound upon start up and a clanking noise and recommended evaluation and/or repair by a licensed HVAC technician The claim denial stands