Home Security of America

March 17, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] ; HSA Plan No190756922; 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 records, as well as HSA’s position HSA has reissued the reimbursement in the amount of $ Mr [redacted] will receive this reimbursement at his alternate address in approximately ten to fifteen days Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC

HSA will have an associate call the vendor for the pool claim and get the diagnosis of the failure Once HSA has that information, HSA will contact the homeowner

[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]

IF the customer refuses to approve the repairs at this time, HSA can review options with the homeowner as HSA reserves the right to repair or replace If the homeowner would like an associate to contact him directly, please have them respond to this and HSA will have someone reach out to him

HSA apologizes for the long hold times in our peak time The claim has now been approved for repairs and an HSA representative will be contacting the customer to discuss reimbursement procedures Thank you

HSA is dispatching another vendor for a second opinion The homeowner will need to call [redacted] at ###-###-#### to schedule the appointment HSA will waive the $deductible for the second opinion vendor to come out to the home

Due to the homeowner attempting to fix the failure themselves, further damage to the unit was done The vendor cannot determine the cause of the original failure due the extent of the damage per homeowner's repair The denial on this claim stands

HSA refuses to deny the claim but never really looked at the root cause of the problem Despite the vendor stating a screw was missing the down stairs ceiling received substantial damage which would have been caused by greater than a missing screwI am not asking HSA to fix the ceiling I'm asking for them to get to the root cause of the leak and repair it or return the money paid for the warranty!

An authorization associate will contact the vendor directly to discuss and will contract the homeowner with status

The deductible would be due because the first failure in September was a dual capacitor and electrical whip and disconnect with the heat pump and the failure filed this month is the control board Since there are two separate failures to different parts, a second deductible would be due While the failures may cause the same symptoms, they are two unrelated part failures In order for the deductible to be waived, the failure would have had to be with the same component parts replaced in September

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]

, they can call HSA has dispatched [redacted] (###-###-####) to come to the home and diagnose the failure HSA has waived the deductible for the homeowner If homeowner does not hear from them shortlythem directly to call.schedule the service

The warranty was cancelled due to the threat on the life of an employee or HSA affiliated employeeAll phone calls with HSA take place on recorded lines

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 This had not been resolved I have heard nothing from HSAPlease do not close this issue 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]

[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] ***

September 16, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: Richard [redacted] B***; Revdex.com Complaint ID No11700503; HSA Reference No [redacted] Dear [redacted] Home Security of America, Inc(“HSA”) is in receipt of your letter dated September 8, 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 MrB***’s microwave claim On August 21, 2016, Mr B [redacted] placed the service request and on August 23, 2016, HSA dispatched Sears to diagnose the problem with the microwave HSA’s records indicate that the service appointment was scheduled for August 23, However, on August 24, 2016, MrB [redacted] advised HSA that Sears missed the scheduled appointment HSA followed up with Sears and the service appointment was rescheduled for September 8, HSA was unable to locate another HSA service contractor run the microwave call sooner and on August 30, 2016, HSA offered MrB [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 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 repair cost less the trade service call fee upon receipt of the paid invoice MrB [redacted] chose to proceed with Sears However, Sears again missed the scheduled service appointment and rescheduled with MrB [redacted] for September 26, In order to resolve this matter I am willing to review an invoice from the licensed and insured service contractor of MrB***’s choosing The invoice will need to provide the detailed diagnosis for the cause of the failure and cost breakdown to repair the microwave MrB [redacted] may forward a copy of the invoice to my attention at the email address [redacted] or the mailing address P.OBox 727, Carroll, Iowa HSA is willing to reimburse up to $for the diagnosis and will advise of further coverage upon review of the detailed invoice HSA will await the invoice Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC Marcy C [redacted] Customer & Regulatory Claim Resolution Specialist

September 26, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] ***, Revdex.com Case ID No[redacted] ; HSA Reference No [redacted] Dear [redacted] : HSA is in receipt of your letter dated September 14, 2016, enclosing additional correspondence from Ms*** Again, HSA does apologize for Ms***’ frustration regarding this matter However, my previous correspondence accurately and correctly stated HSA’s position regarding this matter HSA’s position does remain unchanged On July 24, 2016, Freedom Heating, & Plumbing, LLC was dispatched to diagnose and repair any covered problems with the air conditioning system and the furnace No further problems were reported to HSA within the recall period Ms [redacted] cancelled the service request that was placed on September 6, Unfortunately, Ms [redacted] no longer has HSA coverage as the plan expired on September 10, 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 did receive an email from the warranty company on Monday, 2/20/verifying that Action Plumbing would set an appointment to fix their error so the drywall could be installed and wall fixed The plumbing company did come out Friday 2/24/and "fixed" their error (although very rude about needing to come back out, making my husband I feel uncomfortable in our own home, along with not covering our marble floor and leaving a mess they refused to clean up) We have not heard from the warranty company regarding the drywall repair and will not consider this matter resolved until the drywall in my home is repaired There has been a hole in my wall exposing the pipe for a month and want all repairs complete before allowing this matter to be in a resolved state Regards, [redacted] ***

The customer was paid out on the water heater claim for $on 05/17/after further review Thank you