Home Security of America

HSA authorized for replacement of a circuit board that was under manufacturers warranty Thank you

HSA apologizes for the customers experience and the long hold times in our peak time. HSA has already refunded the customers $75.00 deductible as well as the cost of space heaters that they had purchased for a service gesture. This was paid out on 12/17/15 for $175.00, check # [redacted] . The... customers previous furnace was approximately 40 years of age and HSA and the service provider was diligently trying to locate the appropriate sized equipment to best fit the customers needs of their current home. HSA does apologize once again for the customers experience. Per the terms and conditions of the contract HSA is not responsible for parts and equipment delays or the items associated with the install of equipment such as installation modifications, permits as these are not coverable per the contract. The equipment was ordered and shipped to the local service providers shop as the proper size needed was not available locally. Thank you

I apologize for your difficulties you've experiencedWe did changeover our software systems in March and a good portion of the contract numbers were affected as well, here is your new contract #186165222, this should help immensely with the online issues you were havingAgain I apologize for any difficulties you were caused because of this

[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 HSA has provided us with a reimbursement check in an acceptable amount Regards, Amy ***

February 20, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] R [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 February 13, 2016, advising of the above referenced complaint The letter has been forwarded to me for review and response HSA does apologize for Ms [redacted] ’s frustration regarding the oven claimI have verified that HSA did offer to reimburse Ms [redacted] up to $1,for the replacement of the oven in May HSA is currently processing the check for the offered amount of $1,The check will be payable to the plan holder, [redacted] ***, and will be sent the [redacted] Drive, Youngstown, Ohio Ms [redacted] will receive the check in approximately fourteen to twenty-one business days Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

After further review, the contracts are not cancelable in the state of WI They are valid for year from the date of being in force Thank you

HSA apologizes for the loss of food, however the contract clearly states that secondary damage is not covered under the warranty HSA approved the claim in full minus the permit fee that was not covered under the warranty HSA considered 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]HSA was contacted August when the system was not able to cool the homeAt that time a vendor, [redacted] , was called out and found the system had no FreonFreon was added to the system, however, no additional inspection was done to understand why the system had no Freon.Summer and the system again cannot cool the home and is found without FreonThe original inspection this year was of both inside and outside, and HSA has already been made aware of this based on my prior conversations with them (at which time they were supposed to contact vendor and discuss the wiring issue) HSA was also made aware that there were sparks coming from the unit Just like in August 2014, HSA is not concerned with the total repair They want to replace the evaporator coil in the furnace, which has the leak This is only part of the problem It is unacceptable to not fix the entire situation The fact that the wiring was fried indicates that there is a potential problem with the compressor Owner is requesting repairs be made to the entire unit Owner is focused on total repair - making sure it does not leak, all wiring is correct and total unit functions appropriately This is HSA's second chance to fix the same problem It is unacceptable to only focus on one aspect Had HSA been concerned about the total units functionality, this issue would have been fixed last year, and I would have spent the last weeks enjoying AC.The fact that the system has run low on Freon it causes the compressor to run harder The compressor heats up and puts metal into the compressor line If this has happened the whole unit needs to be flushed and that assumes that the compressor is even any good The compressor will need to be tested and if it does not work right, it will need to be replaced otherwise you will run the risk of sending pieces of metal through the compressor line and potentially ruining the new coil if this has happened Since the compressor is sealed, we will not know this answer until Wednesday If it does not produce enough pressure at that time, the compressor will need replaced Owner requests: All phone communication needs to be conducted with my fiancé, [redacted] at ###-###-#### She is listed as a contact for both HSA and [redacted] (vendor) [redacted] and a private third party representative (Jim) will be present at the home for observation, problem solving and real time resolution management during ***'s Wednesday appointment Home owner is requesting [redacted] or another A rated Revdex.com company to be present on site to validate work The following issues need to be addressed, including but not limited to: replacing the coil, inspection of the wiring and discussion with Jim on the wire's condition, inspection of the capacitor/relay, filter put into the compressor line to reduce metal from reaching and potentially damaging the coil, tests of the system to verify the compressors functionality, and observation of the system holistically to ensure functionality throughout Vendor must contact HSA with [redacted] and Jim present after repair and assessment to discuss any further repairs Any additional repairs required must be approved by HSA during that phone call Request for a specific representative to be made available to home owner to ensure this issue is expedited Regards, [redacted] ***

January 18, 2017 Ms. [redacted] BBB of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI... 53214 RE: [redacted] A. [redacted] ; BBB Complaint ID No. [redacted] ; HSA Reference No. 184669512 Dear Ms. [redacted] : Home Security of America, Inc. (“HSA”) is in receipt of your letter dated January 11, 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. [redacted] ’s water softener claim. On January 9, 2017, Mr. [redacted] placed the service request and HSA dispatched Merles Water Corporation to diagnose the problem with the water softener. On January 11, 2017, the technician reported to HSA that sediment/resin was coming through the liner of the housing for the water softener. Section E-2 of Mr. [redacted] ’s HSA plan provides that repair or replacement of the water softener necessitated by mineral beds or deposits are not covered. Therefore, HSA rightfully is not responsible or liable for the repair or replacement of the water softener. However, HSA’s Account Executive for the area had the matter reviewed and found that the failure was due to normal wear and tear. HSA overturned the denial of the water softener claim and advised Merles Water Corporation to proceed with the repair of the water softener under the HSA plan on January 11, 2017. Thank you for your consideration. Sincerely, HOME SECURITIES OF AMERICA, INC. [redacted] Customer & Regulatory Claim Resolution Specialist

HSA apologizes for the customers experiences for the refrigerator claim HSA has refunded the customer a $deductible on 01/13/ck # due to some of the delays The unit the customer has is a GE French door stainless steel with bottom freezer HSA would like to send out a second opinion vendor to diagnose the current failure the customer is having and will waive the service call feeThe vendor [redacted] s will be contacting the customer to schedule an appointmentThe vendors number is ###-###-####Thank you

We have processed a reimbursement of $towards the cost of a window unit for youUnfortunately as of 7/you have cancelled your warranty with HSA, which cancels any claims outstandingWe would not offer you any compensation due to this as you no longer have the warranty service

Check number [redacted] for the amount of $was mailed out on 4/29/to the property address HSA does not have any different mailing address for the homeowner, so the reimbursement check was mailed to the property address

After further review of the claim and the invoice that the homeowner provided, HSA is refunding the homeowner the full amount if $ The check will be mailed out 8/5/

HSA has approved for replacement of the customers dishwasher as of 02/18/and the equipment order has been submitted The customer will be contacted by [redacted] for a delivery and install appointment once they receive the unit from GE Ordered GE # [redacted] GE® Dishwasher with Front Controls: Stainless SteelModel# [redacted]

October 27, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Lynda K***; 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 I have reviewed HSA’s records with regard to the air conditioning issue On August 8, 2016, service was requested for the air conditioning system and the request was dispatched to AMA Air Corpto diagnose the issue On August 10, 2016, AMA Air reported to AHS that the issue was the furnace, which had been disassembled As parts had been removed, the technician was not able to diagnose the issue Section A-1-B of the warranty plan states that HSA will provide home protection coverage for authorized repair or replacement of component parts mentioned as covered in accordance with the terms and conditions of the contract so long as the component parts are properly installed throughout the term of the contract for proper diagnosis Therefore, coverage to repair the furnace was denied A trade call fee is rightfully due from customers for every trade call request, in accordance with Section D-of the warranty plan AMA Air has confirmed that the trade call fee in the amount of $was paid by MsKing The customer may disregard invoices received from HSA for this trade call fee Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly T [redacted] Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa [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 me Note that I did file a complaint with both Wisconsin Insurance Commissioner and PA Attorney General's offices; I will update them to let them know this issue has been resolved satisfactorilyI greatly appreciate the Revdex.com's assistance in this ***er Regards, [redacted]

HSA can review the claim, if the homeowner sends in the invoice of the work that was performed by his vendor Once this is reviewed, the homeowner will be contacted

This claim was initiated online on 6/as the incorrect item, it was setup as a instant hot water dispenser when the item is in fact a tankless water heater, in lieu of this an HSA vendor was dispatched on 7/and the homeowner tried to have [redacted] call in a diagnosis on 7/which they were not authorized for them to use their own companyThis vendor is also on a strict do not use list, which we inform customers whom are approved of using their own vendorAfter that we did have our technician out on 7/7, our technician reported that the unit was leaking, was leaking for a long time, and this also caused the rust on the unit and doorThe warranty was purchased on 6/with the failure being reported on 6/29, due to the indications from the rust within the unit the failure was determined to be pre-existing to the coverage of the warrantyI sincerely apologize, but we would not be able to provide coverage on this item until proof of repair is provided

October 10, 2016 Ms. [redacted] BBB of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214 ... RE: [redacted] M ***; BBB 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 30, 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. ***’ refrigerator claim. On September 9, 2016, Mr. [redacted] placed the service request and HSA dispatched AAA Appliance Master LLC to diagnose the problem with the refrigerator. On September 14, 2016, AAA Appliance Master LLC advised HSA that they could not service the sealed refrigerator in the home and in order to resolve the matter HSA transferred the service request to Servicenow Appliance Repair Inc. On September 26, 2016, the technician with Servicenow Appliance Repair Inc. reported to HSA that the compressor and thermostat had burnt out; however, his company also did not service sealed refrigerators. On September 27, 2016, HSA transferred the service request to Moonstar Appliance Inc. and provided Mr. [redacted] with a trade service call fee credit as a courtesy. On September 30, 2016, the technician with Moonstar Appliance Inc. reported to HSA that the compressor and thermostat burnt due to normal wear and tear. HSA authorized the repair and Moonstar Appliance Inc. ordered the parts to complete the repair of the refrigerator. Once Moonstar receives the parts they will contact Mr. [redacted] to schedule the service appointment to complete the repair of the refrigerator. Section F-9 of Mr. ***’ HSA plan provides that HSA does not provide coverage for 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 itself, conditions 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 equipment, and or any damage alleged to be caused directly or indirectly by the services or the timeliness of the services provided by us. Therefore, HSA is not responsible or liable for any part delays. Thank you for your consideration. Sincerely, HOME SECURITIES OF AMERICA, INC. [redacted] Customer & Regulatory Claim Resolution Specialist

HSA did approve for the replacement of the customers water heater. With the replacement in the customers area there were some items necessary that needed to be done to bring the new unit up to code and installation modifications and permit pulled.The Contract does not cover for any of these... items, but does cover for standard labor and the like kind and quality of equipment. The customer did not agree to any of these non covered items payable to the HSA preferred vendor and chose to take the cash out option and move forward with an outside contractor for replacement. Thank you