Home Security of America

HSA does apologize for the long hold times As previously stated the contract is non cancellable in the State of Missouri per section K of the customers contract HSA will as a service gesture cancel the customers contract per their request without any refund due Thank youThe contract was cancelled as of 1-19-

[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] . I am awaiting a copy of receipt for payment as faxing and will then forward the information via fax/email as just returned from visiting family for holidays today. Regards, [redacted]

HSA apologizes for the delays in the claims process Currently HSA is reviewing both claims for the dishwasher and oven to determine coverage's on repairs VS replacement due to cost of repairs and age of the units HSA will be in contact with the customer with further options

February 8, MsStacy [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: Karen E***; 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 February 3, 2017, regarding the above referenced complaint I have reviewed Ms***’s invoice for the replacement of the refrigeratorHSA admits no liability for the replacement; however, in order to amicably resolve this matter HSA is reimbursing Ms [redacted] the replacement cost in the amount of $1, Ms [redacted] will receive the check in the amount of $1,in approximately ten to fourteen business days Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC Marcy [redacted] Customer & 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Richard Kirkpatrick Because of a heart condition I depend on electricity for survival so I had the gas leak fixed and the generator turned back on at my expense So the matter is resolvedYour contract may cover gas leaks but it matters where the gas leak is located This company is evasive and non responsive to all of their customersThey have literally hundreds of complaints on file with the Revdex.comMost reliable companies allow dissatisfied customers to cancel contracts for service with at least a pro rated refundI hope if I have another problem with my house it will not cause such a moral dilemma for this company

A supervisor has reviewed both claims and has asked an associate to contact the customer for further information Thank you

HSA is reviewing this claim and will contact the homeowner with status

As previously stated-HSA does not offer coverage in services pertaining to, Cameraing of the line, the pulling/resetting of the toilet and use of any line location equipment are not covered under the HSA contractHSA has approved the routing of the line in the amount of $per the terms and conditions of the contract.HSA apologizes for the inconvenience the homeowner experiencedThe technician's time trying to locate a cleanout, installing a cleanout and camaraing are not covered under the contract as stated on page 5, under Interior Plumbing: NOT COVERED: ejector/lift pumps; hose bibbs, faucets, shower heads and their respective assemblies including valves for shower/tub diverter, trip levers, tub stopper assembly and sink passembly; basket strainers, shower base pans, shower enclosures or doors, sinks, tubs, drain tile/French drains, sprinkler systems; water well or septic systems and components; water softener, water filter/purifier, bidets, failures due to salt, mineral beds or deposits; caulking, grouting, or tiles; lines or parts lying within an unheated area; drain line stoppages caused by roots; HSA is not responsible for installing a clean-out or pulling/re-setting a toilet to access a drain line stoppage; routing through roof vents is not coveredHSA also waived the $deductible as a service gesture.HSA also reimbursed the homeowner above and beyond the emergency rate for hour of labor at their vendors costs as a gesture as well At this time HSA considers the matter closed

October 31, 2016 [redacted] RevDex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214 RE: [redacted] , BBB Case ID No. [redacted] ; HSA Reference No. [redacted] 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. Please be advised that HSA has authorized the replacement of Ms. [redacted] ’s refrigerator and HSA’s Purchasing Department will contact her directly for further assistance regarding this matter. Please be advised that HSA does not reimburse retail costs. Section D-2 of the 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 your actual cost. Once 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 HSA. Proof shall include, but is not limited to, receipts verifying repair and/or replacement. Ms. [redacted] may also contact the Purchasing Department directly at ###-###-#### (option 3) for further assistance regarding this matter. Thank you for your consideration. Sincerely, HOME SECURITY OF AMERICA, INC. [redacted] Customer and Regulatory Claim Resolution Specialist

The first vendor reported that both condensing units fell to the ground due improper installation of the mounting wall supports and one unit was damaged due to rodents chewing on the wires The claims were denied as preexisting conditions as the technician stated the failures occurred prior to the inception of the contract, which is 10/14/ HSA is reaching out the second opinion vendor to obtain the diagnosis and will contact the homeowner once they receive the information

February 16, Ms [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: [redacted] S ***; 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 February 13, 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***’s heating claim On November 12, 2016, Mr [redacted] placed the service request and HSA dispatched Quality Air HVAC, LLC to diagnose the problem with the heating system HSA’s records indicate that the technician replaced the thermostat for the boiler on November 17, On November 23, 2016, Mr [redacted] advised HSA that he was still having a problem with the boiler and HSA dispatched Quality Air HVAC, LLC to run the service recall On November 29, 2016, the technician reported to HSA that the hot supply plate was rusted and leaking and advised that the boiler would need to be replacedSection E-of Mr***’s HSA’s plan provides that radiant hot water/steam boilers are covered up to $1,aggregateThe cost to replace the boiler was over the $1,limit HSA offered Mr [redacted] the option to have Quality Air HVAC, LLC replace the boiler and the customer pay the cost beyond the plan limit or HSA could provide Mr [redacted] with a check in the amount of $1,to put towards the replacement of the boiler The amount offered is based on the $1,plan limit less the repair cost already incurred by HSA for the thermostat replacementHSA was advised that Mr [redacted] was working directly with Quality Air HVAC, LLC to pay the cost difference for the replacement However, it appears that Quality Air HVAC, LLC only billed out labor to date with HSA and billed Mr [redacted] for the full replacement cost of the boiler In order to resolve this matter HSA is forwarding Mr [redacted] the check $1, Mr [redacted] will receive the check in the amount of $1,in approximately ten to fourteen business days and no additional amount will be provided by HSA Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC [redacted] Customer & 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 belowWe NEVER received any monies from HSA for our garage door opener! That is a lie! They told us to call Belle Vernon door and we did! The phone was answered by the company that bought out Belle Vernon DoorThis was TrinityThe fact that the company had been bought out was not our problem! We had a plumbing EMERGENCY and had to call a company on our own at 10:at night on a weekendWe did file a claim and the receipt was faxed to HSA as instructedWe were contacted and told that the claim would not be covered because we elected to have outside lines cleaned while Roto rooter was hereI am insulted by this response and at this point don't expect any resolution of this matterI will spread the word about my experienceThank you Revdex.com for trying [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

September 14, [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: [redacted] ***; HSA Plan No0001582489; 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 septic issue On September 2, 2016, service was requested for the septic system and the request was dispatched to Modern Plumbing & Backflow, L.L.Cto diagnose the issue On September 6, 2016, Modern Plumbing reported to AHS that a pipe in crawlspace was split in half and that the cause of the failure was a force other than wear and tear Section A-1-C of the warranty plan states that HSA will provide home protection coverage for authorized repair or replacement of component parts mentioned as covered that file due to operational failure HSA will cover loss so long as the component parts become inoperative due to wear and tear Based on the information provided to HSA by Modern Plumbing and the terms of the warranty plan, coverage to repair the issue was denied Mr [redacted] disputed the diagnosis provided to HSA by Modern Plumbing Although not liable to do so, HSA dispatched a service request to Home Services of the Triad to diagnose the issue and provide a second opinion Home Services has reported to HSA that the customer has cancelled this service request If the customer is in possession of an invoice for the repair of the pipe, he may forward the detailed information to me for review The requested information should include a breakdown of the costs incurred for the repair, as well as the technician’s diagnosis of what caused the failure When I have received and reviewed the requested information, I will advise the customer of HSA’s position Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

The boiler system that was failing was 21 plus years old, due to the age of the system parts were trying to be sourced to repair it. After an exhaustive search by the vendor provided, parts to repair the system were determined to be no longer available. The warranty's coverage for heating specifies... it covers for radiant hot water/steam boilers up to $1500 per contract term, this limit is also known as an aggregate. The homeowner was paid $1032.45, which is the $1500 limit plus their $100 deductible less the $567.55 from the initial repair that was performed on the system. The warranty covered for it's contractual obligations. For your reference here is the section of coverage where this is listed: "CENTRAL HEAT - COVERED: (up to 2 units) includes forced air furnace; radiant electric including wiring, heat lines installed in electrical baseboards, or ceiling cables; radiant hot water/steam boilers, water heater/heating combination units and oil systems are covered up to $1,500 aggregate including radiant heating lines, circulating pumps and piping; solar heating units including solar collectors, reflectors and fiberglass or galvanized holding tanks that are used for storage of water for a solar heating system; heat exchangers, wall furnaces if they are the main source of heat to the residence; thermostats, ductwork from heating unit to point of attachment at registers or grills."

HSA apologizes for inconvenience the homeowner experienced HSA confirmed with the vendor that the water heater has been installed on 6/16/

HSA will reach out to the vendor to obtain in the morning, as it is over hours now, to obtain the information regarding the plumbing issue and will contact the homeowner once they have received this.

As stated in previous response, the homeowner would need to have the unit cleaned before a proper diagnosis can be done on the unit The condenser and evaporator coil need to be cleaned and the system rechecked The technician is unable to determine what component parts are failing due the high pressures

[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] ***

Thank you.And Thank you Revdex.com I would never have received this money if you didn't help out.[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] ***

After review of the claims, HSA reserves the right to repair vs replacement under the terms and conditions of the contract HSA is pending diagnosis on the previous claim that has just been filed to determine coverage Thank you