Home Security of America

A supervisor will be calling the homeowner to discuss the claims

[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 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 business called me directly after (and only after) I filed this complaint Regards, [redacted]

November 4, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] & [redacted] ; HSA Plan No184711312; 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 HSA apologizes for the frustration Mrand Mrs [redacted] have experienced I have reviewed HSA’s records with regard to the water heater issue On August 11, 2016, service was requested for the water heater and the request was dispatched to All Around Plumbing & Appliance, L.L.Cto diagnose the issue On September 1, 2016, All Around Plumbing reported to HSA that the technician was not able to diagnose the failure Therefore, the service request was transferred to Wilkes Plumbing, Inc On September 14, 2016, Wilkes Plumbing reported to HSA that the customers were not available to allow the technician access to the home at the scheduled appointment time Therefore, the service request was transferred to Ebhardt Plumbing, Inc On September 22, 2016, Ebhardt Plumbing reported to AHS that the gas valve and ignition assembly in the water heater needed to be replaced HSA authorized the technician to complete the repair and the necessary parts were ordered Section F-of the warranty plan states that coverage does not apply to conditions beyond HSA’s control, including delays in obtaining parts A trade call fee is rightfully due from customers for every trade call request, in accordance with Section D-of the warranty plan Ebhardt Plumbing has reported to HSA that they have received the parts and have contacted Mrand Mrs [redacted] , but that the customers have not yet scheduled an appointment to complete the repair Mrand Mrs [redacted] may contact Ebhardt Plumbing at 920-994-to discuss scheduling and payment of the trade service fee Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: 901-597-Email: [email protected]

[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 Yes, I did hear from the company with some prodding from the real estate company I bought the warranty from They did settle my claim, but I do not plan on renewing the warranty due to them not allowing customer choice for contractors any longer 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 We had no way to wash our baby bottles as both sinks were full to the brim with filthy water The men from Moasley came and incorrectly diagnosed our plumbing problem by stating we needed a new faucet so we bought and installed a new faucet The problem persisted and I called HSA numerous times The Moasley plumbling did not even look at our pipes They were in and out in minutes Our parents called their plumber, Stay True Plumbing (also an HSA plumber) ###-###-#### They came and we paid them $to properly fix our plumbing issues It was a pipe clogged with old grease from the previous owners They said it was hardened grease that was in there a long time The plumbing issue was fixed immediately by my parents plumber I am not paying for a rip off plumber who mis-diagnosed the problem because they didn't want to research and find out the real cause They should not be paid $and we have filed a complaint with the DE Revdex.com for their unethical business practices We are out of pocket now for Stay True Plumbing $and for the faucet which was not even needed 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 me Regards, [redacted] ***

August 26, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] , Revdex.com Case ID No [redacted] ; HSA Reference No Dear [redacted] : Home Security of America (“HSA”) is in receipt of your correspondence advising of the above referenced complaint Your correspondence has been forwarded to me for review and response HSA dispatched Wingate Mechanical, LLC to diagnose any problems with an air conditioning system On August 17, 2016, the service contractor reported to HSA that the compressor had failed and needed to be replaced HSA authorized the covered repairs and a replacement compressor was ordered Section F-of the HSA plan provides that 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 equipmentAny damage alleged to be caused directly or indirectly by the services or the timeliness of the services provided by us In the alternative, Ms [redacted] was offered the option of a cash reimbursement in the amount of $1,162.01, in lieu of the compressor replacement based on HSA’s costs Ms [redacted] declined the cash reimbursement offer and the records indicate that an appointment has been scheduled to complete the repairs on August 28, Therefore, it appears that this matter is being resolved and HSA will be closing its file Ms [redacted] may contact HSA directly at ###-###-#### should she require any further assistance regarding the replacement of the compressor HSA does apologize for Ms [redacted] ’s frustration regarding this matter Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

I haven't heard from HSA except from a bill collectorHe just asked why I hadn't paid, and I explainedHe stated that I was allowed to cancel the contractThat's contradictory to HSA's response to the Revdex.com regarding my compliantI haven't canceled yetI want to see if HSA will resolve this first

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 As previously stated, this matter has not been resolved The old unit failed due to wear and tearPer our contract - We are requesting full reimbursement for the cost of the replacement unit Regards, [redacted]

Revdex.com: I finally received a call (complaint ID [redacted] ) from [redacted] on Monday, November 10, at 8:pm (Eastern) We talked minutes and seconds [redacted] phoned stating that she was calling regarding the Revdex.com claim (a great, big "THANK YOU" to Revdex.com), no mention of returning my call - since I was awaiting a return call from a supervisor to discuss that my family and I have been without a working AC unit since Oct14th I went over with her everything was stated in my initial complaint After *** stated that HSA would not install a new unit, I asked her the same question that I asked HSA representative ***; what if I wanted to pay the $difference to have a new unit install being that HSA would pay $800, her reply: "well, it is less than $minus your co-pay of $dollars and other fees, I would have to figure it out." She would have to rework the numbers because other things were involved I was surprised to hear her say this, especially since [redacted] had given me all of the fees/cost for what HSA covered What could be different now - I am thinking Being that it was really late at night, told her that I would appreciate if she would forward in an email the information that we discussed and she quoted regarding the AC unit I am still waiting from an email from [redacted] and I am still waiting for a response from someone at HSA regarding my AC unit I truly believe that they are stalling hoping that my contract will end (12-08-14) I think that this is the worst business practice and approach for any customer service company to take We signed up with HSA thinking that they would honor their contract, not take every chance to find a legal way where they can maneuver out of actually fixing or replacing things that are covered in the contract and by all means check out the companies that you are hiring, make sure that they are skilled workers I spoke with my realtor who said that she spoke with Myra Federspiel, who is a territory manager I have not spoken to Myra but she actually called in another claim that I mentioned to an HSA representative on the phone but had not requested someone come out, which is the stove burners are not working properly Still nothing regarding the AC unit, I guess the AC unit is the pricier of the two claims Very bad customer service, very bad business practices, very disappointment preferred customer Regards, [redacted]

HSA sincerely apologizes for any difficulties you've experienced due to the mistake. Our system shows that the install of the new unit has been completed. For your patience we may only offer you the refund of your deductible, and we are more than happy to do so.

HSA apologizes for the long hold times in our peak time The contract is cancellable but at a prorated rate If the customer wishes to cancel they would need to call ###-###-#### for further information Thank you

The HSA contract covers only the primary failure, which is the waste and overflow component partIn order to replace this, the existing piping is not compatible for the proper repairs to be done and needs to be replaced As the existing piping is not failing, this replacement piping is not covered per the terms and conditions on the contract Homeowner--$for parts and labor for the overflow pipe, $for parts and labor of approximately feet of new piping that needs to be upgraded to PVC piping HSA-$for a flat rate for these repairs

The homeowner was contacted on 6/16/and a supervisor clarified the coverages and the claim was approved to paid to the vendor in the amount of $ There were non-covered charges in the amount of $that the homeowner did approve

September 12, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] ***, Revdex.com Case ID No [redacted] ; HSA Reference No Dear *** [redacted] : Home Security of America (“HSA”) is in receipt of your correspondence advising of the above referenced complaint Your correspondence has been forwarded to me for review and response On August 29, 2016, Ms [redacted] placed a service request for a pool pump that was not working and Affordable Pool, Spa, & Tanning Services was dispatched to diagnose any problemsThe service contractor reported to HSA that there was no power going to the pool pump and an electrician was needed AHS then dispatched Ermo, Incto diagnose any electrical issues However, it appears that Ms [redacted] then cancelled the service request and hired an outside company to complete the electrical repairs HSA does not reimburse for services performed without its prior approval Section D-of the HSA plan specifically states that you are obligated to pay the trade call fee for each trade call submitted Please be advised that the trade service fee is due for all calls dispatched, including calls where coverage is (in whole or in part) granted, excluded, limited, or denied Therefore, a $trade service call fee was due from Ms [redacted] at the time of service However, in an attempt to amicably resolve this matter, even though not liable to do so, HSA will reimburse the trade service call fee that was due Ms [redacted] can expect to receive a check in the amount of $in approximately 21-business days Therefore, it appears that this matter has been resolved and HSA will be closing its file HSA does apologize for Ms***’s frustration regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

September 27, 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 September 19, 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] ’ air conditioning claim On August 4, 2016, Mr [redacted] placed the service request and HSA dispatched Air-A-Tech LLC to diagnose the problem with the air conditioning systemOn August 31, 2016, the technician reported to HSA that the evaporator coil was rusted out and leaking water due to wear and tear Mr [redacted] was advised that he would be responsible for the cost beyond $to modify the duct work for the air conditioning system based on the terms of the HSA planSection E-of Mr [redacted] ’ HSA plan provides that if HSA has authorized the replacement of a water heater, central heat or central air system and metal fabrication, plenum work or installation of a new pad for a condensing unit are necessary to complete the covered replacement, HSA will pay $aggregate toward modification charges Therefore, HSA authorized Air-A-Tech LLC to replace the evaporator coil However, on September 12, 2016, Mr [redacted] advised HSA that the authorized service had not been completed HSA made multiple attempts to contact Air-A-Tech LLC to complete the evaporator coil replacement with no success HSA offered Mr [redacted] the opportunity to locate the licensed and insured service contractor of his choosing to run the call When using a service contractor outside of the HSA plan HSA requires that the technician report the detailed diagnosis and cost breakdown to HSA before performing the service HSA would then reimburse the plan holder the approved cost upon receipt of the paid invoice Mr [redacted] declined this offer and HSA currently attempting to locate another HSA authorized service contractor to run this air conditioning call Alternatively, HSA is willing to provide Mr [redacted] with a check for HSA’s cost to replace the evaporator coil in the amount of $1, Section D-of Mr [redacted] ’ HSA plan provides that HSA reserves the right to offer cash in lieu of repair or replacement based on what HSA can expect to pay to repair the failure (parts and labor); this amount may be less than retail or less than the plan holder’s actual costPlease advise HSA if Mr [redacted] would like HSA to provide him with the check for $1, Otherwise, HSA will continue to look for another service contractor to run the call Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

HSA apologizes for the long hold times in our peak timeA service provide was dispatched to the home for the water heater and the technician did not find any operational failure with the unitThank you

HSA contract has a maximum aggregate amount coverable for the water heater/ boiler system of up to $for the coverable items HSA has not received any diagnosis from a licensed professional or have we received any copies of any invoices If the customer can have the vendor call ###-###-#### we would be happy to speak to the technician for approval

The refund check was mailed out on 10/3/to the property address