Home Security of America

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] we have fixed the problem ourselves all we want is our or our refunded to usThe man that came out never looked at the problem he just stood in our basement and looked upThe toilet isn't leaking upstairs it was leaking from a pipe that had to be replacedWe have decided not to renew with HSA and go with another company our realtor suggestedHe has quit using HSA since he's having problems with several homes that he purchased HSA contracts for are having problems getting things fixed

HSA apologizes for the long hold times in our peak time The customers claims for the faucet and the ice maker for the refrigerator were denied for coverage as the customer only had the base plan The customer would have needed to purchase the star upgraded package within days of the closing on their property The contract has since expired and was valid from 12/22/- 12/21/ The contract is non cancellable in the state of Missouri even if it were still active HSA considers this matter closedThank you

June 9, [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 has authorized Tidewater Sales Solutions to replace a faulty three (3) ton evaporator coil with a new three (3) ton evaporator coil Section D-of the HSA plan states that replacement shall be with systems comparable in features, capacity, and efficiency; HSA is not responsible for matching dimensions color or brand The service contractor reported to HSA that there would be additional charges for ductwork modifications, lineset modifications, and a secondary drain pan Section F-provides that HSA does not provide coverage for modification charges or costs for metal fabrication, plenum work, or electrical changes necessary to install new equipment Therefore, Mrand Mrs [redacted] were responsible for any non-covered modification charges In the alternative, HSA has offered Mrand Mrs [redacted] the option of a cash reimbursement in the amount of $lieu of the evaporator coil replacement based on HSA’s costs Section D-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 your actual costOnce a failure has been diagnosed, subsequent failures to the same system will be exempt from coverage unless and until proof of repair is submitted to HSAProof shall include, but is not limited to, receipts verifying repair and/or replacement HSA’s position does remain unchanged Based on the terms of the HSA plan, Mrand Mrs [redacted] can allow Tidewater Sales Solutions to replace the evaporator coil and be responsible for the non-covered modification charges; or they can hire a company of their choosing and be reimbursed in the amount of $ Mrand Mrs [redacted] may contact HSA’s Service Department directly at 1-800-776-to advise of which option is decided upon so that this matter can be resolved according to the provisions of the HSA plan Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

January 19, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: Joel S***; Revdex.com Complaint ID No11932529; HSA Reference No [redacted] Dear MsJuedes: Home Security of America, Inc(“HSA”) is in receipt of your letter dated January 12, 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 MrS***’s water heater claim On November 22, 2016, MrS [redacted] placed the service request and HSA dispatched Carolina Plumbing Company to diagnose the problem with the water heater HSA found that Carolina Plumbing Company was scheduling service appointments outside of HSA’s guidelines and HSA should have transferred the service call to another HSA authorized service contractor HSA has no record of offering MrS [redacted] the opportunity to use the service contractor of his choosing to run the call and declined to reimburse the cost MrS [redacted] incurred to replace the water heater However, upon further review and in order to amicably resolve this matter HSA is reimbursing MrS [redacted] the HSA plan limit of $1,for the replacement of the water heater MrS [redacted] will receive the check in the amount of $1,in approximately ten to fourteen business daysHSA does apologize for MrS***’s frustration regarding the matter Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC Marcy Cody Customer & Regulatory Claim Resolution Specialist

If the homeowner would like to have their own vendor out for a second opinion, they are welcome to do so and HSA will review their findings for potential coverage The technician would need to call HSA once they have a diagnosis, but before they do any repairs and speak to an authorization associate

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.]The coverage under plumbing indicates that the warranty covers "pressure regulators" The pressure switch, pressure gauge and water tank are all devices that regulate the water pressure for the indoor plumbing If these items are not covered, please explain what the "pressure regulators" are referring to 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 belowAlthough I did receive a call from the dry wall company on Thursday March 9, I had to ask him that I call him back to schedule a time for him to come out due to his refusal to do any afternoon appointments He would not schedule anything past 1:pm on any day, which posed a problem and I needed to have a conversation with other family members to make this work I called him back Four times on Friday March only receiving his cell phone box, however the message said the mailbox was full and no more messages could be received I subsequently called him back twice on Monday March 13, and was able to leave voice mails both times without any response from him I have tried again today March to get in touch with him and have not heard back This issue is going on two months without resolution The only time HSA takes any action is when they receive a response from the Revdex.com The last letter from HSA stated they dispatched the Drywall Company, but only did so the day I received the response from the Revdex.com At this point: I need HSA to either force the Drywall Company to call me to make an appointment, or dispatch a reputable company out that will do the job If neither of these can be accomplished within the next business days, it is time for HSA to pay me the full amount allowed to complete the repair they have failed to provide There has been a foot by 16" hole in the entry way of my home for going on months This is completely unacceptable for any reasonable companyI am due to have company and this is not something that as a home owner and PAID for coverage that I should be consumed by for monthsI am getting tired of going back and forth with HSA and feel it is time for them to just perform the repairs they have agreed to in writing by contract [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

The homeowner cancelled the contract on 11/3/and needs to sign the cancellation letter and return to HSA The refund will be processed once the signed cancellation letter is received

**SEE ATTACHED DOCUMENTS**

March 23, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] A ***; Revdex.com Complaint ID No [redacted] ; HSA Plan No Dear Ms [redacted] : Home Security of America, Inc(“HSA”) is in receipt of your letter dated March 16, 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 water heater claim On February 20, 2017, Ms [redacted] placed the service request and HSA dispatched Service One Plumbing, LLC to diagnose the problem with the water heater On February 27, 2017, the technician reported to HSA that the water heater was leaking due to wear and tear HSA authorized the replacement of the water heater based on the terms of the HSA plan It appears that Ms***’s account was set to pay the $trade service call fee directly to HSA upon the diagnosis being reported by the HSA authorized service contractorHowever, on March 16, 2017, Service One Plumbing LLC advised HSA that their technician also collected the $trade service call fee from Ms***In order to resolve this matter HSA is refunding the $trade service call fee collected by HSA Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

HSA maintains it's stance on this claim

[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] ***

According to the technician that HSA received the diagnosis from, the lineset was not welded properly,came apart and caused the leak The contract does not cover faulty workmanship and the last known repair was done in December by a non affiliated vendor The denial stands

HSA is setting up a claim for a potential recall and will waive the deductible to find out what the failure with this heat pump The vendor will contact the homeowner to schedule the service call

A supervisor will contact the homeowner to have a GE certified service provider out to the home for a second opinion on the range HSA will pay for the service call on the second opinion

HSA reached out to the vendor on 8/10/and left a message and direct line for the vendor to call back with the diagnosis Once HSA receives this information, the homeowner will be contacted

[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 me Regards, [redacted]

The $deductible is due on the 8/3/claim that was filed as no failure was found by the technician The claim that was filed on 8/5/has been set up as a potential recall If an approved failure is found, then the deductible will be waived

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.If I had been able to get through to a customer service rep on 6/this could have been resolved I sat on hold for nearly an hour that time and finally had to give up because I had to go to bed I request that I reimbursed because they did not meet the terms of the contract I had with the This is the worst company I have ever dealt with and I will make sure I tell as many people as I can how bad they are [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***