Home Security of America

After further review, HSA is unable to approve for any type of reimbursement on the refrigerator/freezer The customer filed a claim online after they already had the unit replaced HSA dispatched a service provider to diagnose the customers older unit but the customer had already disposed of it so no diagnosis was able to be obtained The contract is clear that we must be able to obtain a diagnosis on any item to determine coverage under the warrantyWe reserve the right to not offer coverage Thank you

HSA apologizes for this customer's claim experienceIf the customer could attach a PDF copy of the receipt, we will review for potential coverageThank you

October 25, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] M ***; Revdex.com Complaint ID No [redacted] ; HSA Reference No [redacted] Dear Ms [redacted] : Home Security of America, Inc(“HSA”) is in receipt of your letter dated October 18, 2016, regarding the above referenced complaint Please be advised that HSA verified that Moonstar Appliance Increceived the parts and completed the repair of Mr***’ refrigerator on October 17, Therefore, it appears this matter has been resolved Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & Regulatory Claim Resolution Specialist

HSA is having an associate contact Affordable for the needed information, so that HSA can issue the homeowner the refund of $ The homeowner will be contacted as well

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'm ok with what HSA SAID they would do, however, we have not heard from any representative from HSA and have been put on hold for hours both times we called the number provided How can we get this resolved? Regards, [redacted]

HSA spoke with the homeowner's vendor and the parts are not covered under the manufacturer's warranty due to the faulty workmanship HSA is still willing to cover for the replacement of the parts at HSA's cost of $including labor If the homeowner would like their vendor to complete the repairs, they need to send a copy of the paid receipt for reimbursement If the homeowner would like an HSA vendor to do the repairs, they need to contact HSA and advise of this As for as the renewal of the contract, HSA has offered the homeowner the lowest cost available of $with a $off discount expiring on 12/5/ Current renewal rate is as high as $based on the current solicitation mailed out on 10/22/ HSA cannot renew the contract at no cost

As stated before, HSA is trying to assist the customer with this is issue, however HSA cannot moved forward until HSA has a full review from the second option vendorHSA cannot assist the homeowner if she chooses not to have the vendor out to the home HSA will dispatch the vendor again with the deductible 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.HSA still says that this a "new" component failure The upstairs System did not work prior to purchasethe upstairs unit is supposedly fixed in July Upon my arrival closing on the house July 31, 2015, the upstairs unit is not fixed nor working #issue2nd time HSA has been called to have upstairs unit fixed (Ice Cube Air now has collected a $"co-pay" twice)#issueThe connection to the Compressor would not have required any "modifications" or new copper line work if a [redacted] Compressor similar to the one that the were replacing was used HSA's choice of replacement compressor was the cause of the copper line "modifications." HSA's mention of modifications refer to things NOT covered in their standard inclusions HSA's inclusion of Air Conditioning "Line-Sets" within their warranty does not identify that if is only for "new" line sets and not for new copper tubing due to changes in equipment Again I stateBy wording of their Home Warrantythis work should be covered It is HSA's "default' to indicate this work falls under uncovered "Modifications" rather than paying for what they should pay for Regards, [redacted]

I am not satisfied with the resolution because the initial install of the equipment was not done correctly in the first placeI am not calling about a new problemwhen I called the first time I expected a professional to some to my home and fix the problem correctly, instead I now have more problems that I started withThe unit installed is not working with the thermostat correctly, and it is also leaking water and flooding my basementGiving someone days to find a problem out with the unit is not long enoughI have had to view my electric bills to understand thisIt then brought to my attention that he thermostat is not working correctlyI am not a HVAC personI expected you to send a professional to do the job right, without my having to check his workplease correct my problemthank you

May 24, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] ***; HSA Plan No200216862; 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 Mr [redacted] has experienced I have reviewed HSA’s records with regard to the refrigerator issue On April 18, 2017, service was requested for the refrigerator and the request was dispatched to Amtec Services, Incto diagnose the issue On April 25, 2017, Amtec Services reported to HSA that the compressor and evaporator coil in the refrigerator needed to be replaced HSA authorized the repair and Amtec Services reported that the repair was completed On May 5, 2017, service was again requested for the refrigerator and the request was dispatched to Amtec Services to further diagnose the issue On May 15, 2017, Amtec Services reported to HSA that the refrigerator was cooling properly but that there was an issue with the refrigerator ice maker The technician has reported that the ice maker and water valve need to be replaced When Amtec Services is in possession of parts necessary to repair the refrigerator ice maker, the company will contact Mr [redacted] to schedule an appointment If the customer has questions regarding the repair, he may contact Amtec Services at 770-248-to discuss this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa

**SEE ATTACHED DOCUMENT**

[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 meHowever, I would advice HSA to pay more attention to the claimsTry to resolve problems, not walk away leaving us with the problem unresolvedThe key is to keep customers not to let them go because they are frustrated and unsatisfiedIf we have this type of insurance is because we don't have any other help available, I was counting on youAnd you let me downDon't do this to other people 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 belowI am NOT satisfied with this response from HSA First, I want to know the quality of the items they have agreed to replace The average cost of an AC evaporator coil ranges from $900-$1,and the AC condensing unit ranges from the lowest quality SEER unit at $to a ton SEER unit at $1, $1,is NOT a reasonable reimbursement for the replacement of these items Air Pro and HSA are in business together, of course they want us to choose Air Pro to do our installation I have contacted several other HVAC companies in the area and I am being quoted upwards of $3,for the replacement of said items I demand that HSA pay the full cost of replacement of our central air unit as given by a company of our choosingAir Pro has terrible reviews and we have been advised by past customers to stay away from them This is not fair OR good customer service to back us into a corner like this It is very sad that through all of our phone calls, long wait times, emails and escalation attempts- it took a letter to the Revdex.com to finally get a response from this company Unfortunately, it is not a satisfactory one Again, I need to know the details of the items they plan on using for our replacement and a breakdown of the costs, because $1,is not comparable to market prices elsewhere for the same items/laborThank you [To assist us in bringing this matter to a close, we would like to know your view on the matter.] 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 "upgrades" and items needed to bring the water heater up to "code" were not required by the licensed plumber that installed the new water heaterThe prices were gouged ($for a valve that costs $BUT the valve comes standard on ALL water heaters now, $for an expansion tank that I was able to get from the plumber, installed, for $75, etc)And charging me for things I didn't need (a new pad? For what? The tank I had to get was smaller, and the pad was more than sufficientNo one in their right mind is going to rip up concrete in a foot crawl space for a tank that is going to be SMALLER than the original)There was no proof, inspection, etc done that said I would need all of these code upgrades, and I was able to get everything I needed, legally and up to code, for $950, which was less than the price of the "upgrades" aloneI stand by my statement that HSA does NOT protect its homeowners and only contracting with plumbing company in my area is still a monopolyHSA has failed to comment on that, so they must know I am rightFortunately, I work in real estate and have an HSA representative that I contacted and she agreed that the plumbing company was trying to take advantage of meThat says a lot Regards, Jenna [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 I just had a phone call from the plumbing company that would do the second opinion They told me that if they came out and checked the "new no name garbage disposal" that was installed and it worked - that would be the end of their opinion They wouldn't be able to UPGRADE the unit to a Badger garbage disposal I told them that the Badger would be quite an upgrade compared to the unit that was installed.There doesn't seem to be any middle ground with the HSA Warranty company It's their way only They don't have to go by what their contract states they will do The only way to help other people avoid this kind of unhappy ending is to make sure the word gets out about how they replace your premium appliances with something that was built in some third world country Our home warranty ends 1/5/and we're guessing the garbage disposal they had installed might last that long, but don't bet on it Please tell people to check out the warranty company they plan to purchase with the Revdex.com They will see which ones to avoid and HSA is one of them Our realtor chose HSA without consulting us, so you know he won't be used again Regards, [redacted]

HSA is refunding the deductible due to the inconvenience the homeowner has experienced Approval for the repair was given on 5/20/

HSA has approved and paid GE for the repair to the stove on 7/21/ HSA considers this matter closed

[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 mehow will this credit get issued to me? Regards, [redacted]

HSA apologizes for the customers experience If the customer can attach a pdf formatted copy of their paid receipt a Supervisor will review for potential coveragesThank you

[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, Glenn [redacted]