Home Security of America

The homeowner previously that he did not want the tankless water heater and a downgraded unit instead, which was a gallon natural gas power vent lowboy HSA has already ordered the unit on 6/4/ If the homeowner wishes to go back to a tankless water heater, HSA would need to contact the vendor for a revised job quote An associate will be contacting the homeowner to discuss

The deductible applies for the service call trade fee when a service technician comes out to the home The first claim was filed on 10/5/and the $does apply to that visit The 2nd claim was filed on 01/28/and this falls out side of the day potential recall process and a new $deductible applies to that service call visit as wellThank you

September 12, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] ; HSA Plan No0001534207; 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 air conditioning issue On June 5, 2016, service was requested through HSA’s website for the air conditioning system and the request was dispatched to Quality Air HVAC, L.L.Cto diagnose the issue Quality Air reported to HSA that the ductwork was working properly with no mechanical failure but that the customer had requested that the technician clean the ducts Section F-of the warranty plan states that coverage does not apply to maintenance, cleaning, or adjustments The customer is responsible for providing maintenance and cleaning of covered items A trade call deductible is rightfully due from customers for every trade call request, in accordance with Section D-of the warranty plan In order to amicably resolve this matter, although not liable to do so, HSA will reimburse the trade call deductible in the amount of $to [redacted] The customer will receive this reimbursement by check in approximately thirty days Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [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 am not the original purchaser of my home; we purchased our home in January this yearThere has been at least four prior homeowners since its construction in I had the original mechanical contractor get with the original supplier to verify the manufacturer's warranty terms and conditions - which match those listed in the warranty terms and conditions from the back of my installation and maintenance manual for my Armstrong furnace (Model # [redacted] , Serial # [redacted] ):"The covered residential heating equipment's heat exchanger is warranted by Allied for a limited lifetime (standard 20-year limited warranty) from the date of original installation, except as provided below.""This warranty applies only to the original purchaser of the unit and cannot be transferred If during this period, a covered part fails because of of a defect in materials or workmanship under use and maintenance, allied will provide a free replacement part to the purchaser through Armstrong Air, AirEase, Ducane or Concord dealer or other licensed service contractor through an authorized Allied distributor The purchaser must pay shipping costs, including labor, of the warranty service." See attachment.The heat exchanger is not warranted through the manufacturer, as I insisted in our phone conversation yesterday, because I am not the original purchaser Even if I was the original homeowner, I would have still had to pay for the cost of shipping and labor.Your alleged contractor that said the heat exchanger was under manufacturerr’s warranty, clearly did not do his or her homework, and gave you a standard canned answer - which happens to be false But then again, I guess your alleged contractor can say anything, right? And its in your best interest to deny coverage Regards, [redacted]

The contract was mailed to the homeowner on 4/15/ for their review and is very specific on what is covered and what is not Per the contract, on page 4, number KITCHEN APPLIANCES - COVERED: all “Component Parts”, except for those excluded below, including timers that affect the primary function of the appliance; except for clothes washer and dryer all appliances must be located in the primary kitchen unless additional units have been approved by HSA and premium has been received by HSA; includes oven/range, dishwasher, garbage disposal, buimicrowave oven and trash compactorHSA will pay up to $aggregate for the life of the contract toward repair/replacement of Professional series or ultrapremium appliances, including, but not limited to, Sub-Zero, Viking or Jenn-Air (individual trademarks are owned by the brand name company)Buyer only: refrigerator, clothes washer and dryerNOT COVERED: ice maker/crusher and beverage dispensers; drain, condensate line clearing, any failures to the door other than appliance controls located within the door; clocks, knobs, handles, dials, springs, hinges, tubs, liners, baskets, shelves, drains, glass breakage, probes, rotisseries, racks, rollers, light bulbs, lock/key assemblies, buckets, televisions, computer screens or computers that are part of an appliance but do not affect the primary function of the appliance; stand-alone freezer, wafreezers The homeowner 's renewal been cancelled per their request

April 21, 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 April 18, 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 Ms [redacted] ’s refrigerator On August 24, 2017, Ms [redacted] placed the service request and HSA dispatched Appliance Protection LLC to diagnose the problem with the refrigerator HSA’s records indicate that the repair was completed on or around September 15, On November 20, 2016, Ms [redacted] placed a new service request and HSA dispatched Appliance Protection LLC to diagnose the problem with the refrigerator and it’s ice maker HSA’s records indicate that the repair was completed on or around December 5, On January 14, 2017, Ms [redacted] placed a service request for the ice maker and HSA dispatched Moonstar Appliance LLC to diagnose the problem with the ice maker for the refrigerator HSA’s records indicate that the technician replaced the motor, water tube, ice door and spigot for the ice maker on or around February 1, On February 8, 2017, Ms [redacted] advised HSA that she was still having a problem with the ice maker and HSA dispatched Moonstar Appliance LLC to run the service recall HSA’s records indicate that the service recall repair was completed on or around February 10, On March 3, 2017, Ms [redacted] advised HSA that she was still having a problem with the ice maker and HSA dispatched Moonstar Appliance LLC to run the service recall HSA’s records indicates that the technician replaced two inlet valves on or around March 21, On April 11, 2017, Ms [redacted] again advised HSA that she was still having a problem with the refrigerator and HSA dispatched Moonstar Appliance LLC to run the service recall On April 14, 2017, the technician reported to HSA that the two control boards shorted due to wear and tear The parts were ordered through HSA’s supplierOnce Moonstar Appliance LLC receives the two control boards they will contact Ms [redacted] to schedule the service appointment to complete the repair of the refrigerator Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

HSA apologizes for the long hold time the homeowner experienced On 8/26/15, the homeowner chose the cash out option on both claims HSA would need a copy of the paid receipts to process the reimbursement The receipts can be faxed to ###-###-#### or emailed to [redacted]

September 14, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] ***; Revdex.com Complaint ID No [redacted] ; HSA Reference No 186950942, Dear Ms [redacted] : Home Security of America, Inc(“HSA”) is in receipt of your letter dated September 6, 2016, regarding the above referenced complaint Please be advised that Check Number in the amount of $was released by HSA on September 6, and mailed to Mr***’s property address Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

May 3, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] , Revdex.com Case ID No [redacted] ; HSA Reference 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 HSA dispatched C & P Plumbing to diagnose any plumbing leaks The service contractor reported to HSA that the main shut off connection to the home was damaged and the failure was not caused by wear and tear It was also reported to HSA that the hose bibb on the outside of the home was pulled off which was not caused by wear and tear Section A-1c of the HSA plan provides coverage for covered items that become inoperative due to wear and tear Section E-provides that hose bibbs are not covered Therefore, the claim was denied Mr [redacted] disputed the service contractor’s diagnosis and requested a second opinion company HSA then dispatched Jed Mechanical Contractors Corpto diagnose any plumbing leaks 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 according to the provisions of Section F- Section D-provides that HSA will not reimburse for services performed without its prior approval However, in an attempt to amicably resolve this matter, AHS is willing to review an itemized invoice from an outside company for possible reimbursement of any covered charges The invoice should describe what plumbing malfunctions were found, and itemize the work performed and the total costs incurred Mr [redacted] may forward a copy of an itemized invoice to my attention at HSA, P.OBox 727, Carroll, IA 51401; or via fax at 1-901-597-0430; or via email at [email protected] Once I receive and review the requested itemized invoice, I will advise you of HSA’s position regarding 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 mePlease have [redacted] contact me as soon as possible to schedule a service call Regards, [redacted]

HSA does offer inspection services to homeowners The inspection is done by a completely different company and is not affiliated with HSA If the homeowner has an issue with the inspection, then they would need to speak to them directly

[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 However, it should be noted that HSA has not explained how they will improve their performanceTwo hours on hold, especially during an anticipated peak time when appropriate staffing/systems decisions could have been made in advance, is not acceptable 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 day I received the response from HSA my fiancé called the number provided He waited for over an hour on hold to be told that the representative he talked to named Dante had no knowledge that we were offered a replacement fridge I sent the below email to the representative as Dante requested We have not been contacted by phone or by email This is getting ridiculous All we want is HSA to follow their word and to actually do what they say they will do I sent the below email to the addresses [redacted] and [redacted] This has been the most frustrating process I have ever experienced This is not good customer service what so ever.To Whom It May Concern: We received the attached from your company as a response to a Revdex.com complaint filed 8/26/ When my fiancé, [redacted] , called earlier today, he waited for OVER AN HOUR on hold to be told that you had no knowledge that your company had offered to replace the fridge You instructed him to send a copy of the Revdex.com complaint to you Attached please find the complaint If we do not hear from you or your company in regards to this email within hours, we will be updating the Revdex.com in regards to this matter I urge you to take this matter very seriouslyThank you, [redacted] M [redacted] **My fiancé can be reached at ###-###-#### or I can be reached at ###-###-####.** All I want is for HSA to actually do what they said they were going to do on August 26, Regards, [redacted]

Home Security of America ("HSA") is in receipt of your letter advising of the above referenced complaintYour letter has been forwarded to me for review and response.HSA apologizes for the frustration the customer has experiencedI have reviewed HSA's records with regard to the air conditioning issueOn July 31, 2016, service was requested for the air conditioning system and the request was dispatched to [redacted] to diagnose the issue [redacted] reported to AHS that repairs were completed on August 2, On August 29,2016, service was again requested for the air conditioning system and the request was dispatched to [redacted] to further diagnose the issueThe customer requested that HSA dispatch a technician able to diagnose the issue in a more timely manner than [redacted] and the request was dispatched to [redacted] found that the air conditioning system was working properly with no malfunctionsOn September 1, 2016, service was again requested for the air conditioning system and the request was dispatched to [redacted] to further diagnose the issueOn September 6, 2016, [redacted] again reported to HSA that the system was functioning properly with no failures.A mistake was inadvertently made and HSA did not cancel the second service request that had been dispatched to Piedmont MechanicalOn September 20, 2016, [redacted] reported to HSA that their technician had returned to the home and also found the air conditioning system functioning properly with no mechanical problems.Mr [redacted] disputed the diagnosis provided to HSA by [redacted] and [redacted] and HSA dispatched a service request to [redacted] to further diagnose the issue and provide an additional opinion [redacted] has reported to HSA that an appointment has been scheduled for September 30, When HSA has received information from [redacted] regarding the technician's diagnosis, Mr [redacted] will be notified of HSA's position

HSA apologizes for the customers claim experience An associate will reach out to the vendor for claim status and then contact the customer once they have had the opportunity to review everything regarding the claim Thank you

A supervisor will be contracting the homeowner for additional information

HSA apologizes for the long hold times the homeowner experienced during their peak season The a/c claim was approved on 9/4/for the replacement of the control board

HSA apologizes for the customers experience in the claim process The contract does not cover for secondary damages and or water damages The customer would need to contact their homeowners insurance for resolution Thank you

HSA is having an associate call the vendor to speak with Dale for the repair quote The homeowner will be notified after this is done

HSA does apologize for the long hold time that the homeowner experiencedThe contract does not cover secondary damage caused by a primary failure and also does not cover caulking, grouting or tiles HSA has followed the terms and conditions of the contract