Home Security of America

January 27, Stacy [redacted] Revdex.com of Wisconsin WGreenfield AveMilwaukee, WI RE: Tom & Mechelle [redacted] ; HSA Plan No [redacted] ; 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 plumbing issue On December 27, 2016, service was requested for a water heater and the request was dispatched to ARS to diagnose the issue On January 2, 2017, ARS reported to HSA that the main shut off valve to the home was leaking due to a force other than wear and tear and that the valve needed to be relocated Section A-1-C of the warranty plan states that HSA will provide home protection coverage for authorized repair or replacement of component parts that fail due to operation failure HSA will cover loss so long as the component parts become inoperative due to wear and tear Based on the terms of the warranty plan and the diagnosis provided to HSA by ARS, coverage to repair the shut off valve was denied Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC Kimberly [redacted] Customer and Regulatory Claim Resolution Specialist P.OBox 727, Carroll, Iowa Fax: 901-597-Email: [redacted]

Due to everytime I call they always say they will have a manager call me but it never happens When I call back and sit on hold for an hour I asked to be transferred to a manager then they put me on hold in neverland until I get tired of holding They have not tried one time to speak with me to resolve my disatisfaction Even their customer service reps agree with me being upset Tired of promises & no attempts for resolution from them They left me with both a/c units down in Las Vegas with degree weather They told me to go get a hotel if its uncomfortable after I told them I have a $power bill due to only a/c unit running at one time and numerous $deductibles that I have paid in a months time Not made of money here They never try to investigate the recall work..they just keep charging the deductibles to me and the problem with the a/c never gets resolved They just do not follow thru..not customer friendly or have any sympathy when its degrees They just want their deductables & for me to go away

The claim was denied due to the failure being from an electrical surgeHSA received the vendor's invoice that shows the failure occurred after an electrical storm Per the HSA contract on page 7, under Limitations of Liability: Abuse, misuse, fire, lightning, freezing, ice, storms, smoke, water damage, acts of God, accident, earthquake, soil movement, mud, chemical or sediment build-up, fungus, rot, mold, power failure, power shortage or power outage, insect or rodent damage, pet damage, insurable perilThe claim denial stands and the contract is non-cancellable in the state of [redacted] The homeowner can choose not to renew at renewal time

HSA would like the service provider that repaired the outlet to call them at ###-###-#### to report their findings, so HSA can review the claim

HSA will have a supervisor contact the homeowner to discuss the claim

The service fee is due for the electrical outlet claim that was denied due to the GFI outlet was never secured to anything, which is improper installation The technician repaired the electrical wiring, but cannot remount the box back into the opening as there is nothing to mount it to The opening is too big and no support and/or stud to mount it to The service fee the vendor needs to be paid before HSA can move forward with any other future claims

HSA apologizes for the long hold times and the inconvenience to the homeowner. HSA is refunding the homeowner the $75 deductible as a customer service gesture for the delay with this claim. The parts were ordered on 3/17/15 and were delivered to the vendor 3/19. If the vendor has... not contacted the homeowner, the homeowner can call them to schedule the repair.

If the homeowner has documentation of service reports, HSA is willing to review them Please send to [redacted] attention [redacted]

HSA understands the customers concerns However, HSA has made numerous attempts to contact [redacted] to obtain a proper diagnosis and to date have not heard back from them in reference to the customers heating system HSA does require that we have the opportunity to speak to the technician/ service contractor prior to the implementation of any repairsFailure to do so may result in our denial of reimbursement for the expenses you have incurred This is per the terms and conditions of the customers contract Section DCustomer Service # HSA also has the sole right to determine if items will be repaired or replaced This is per Section D #If replacement is necessary, HSA will replace with systems comparable in features, capacity and efficiency; HSA is not responsible for matching dimensions, color or brand Until HSA is able to speak with [redacted] we will not be able to finalize the claim process The service provider was given a direct line and extension to contact a specific representative to assist in a timely mannerThey may call ###-###-#### ext [redacted] for assistance Thank you

HSA is currently reviewing the claim to determine if the unit is repairable or needed to be replaced Once HSA receives the cost comparison, the homeowner will be contacted

The claim has been approved and the reimbursement check for the approvable amount will out tomorrow The homeowner was been made aware of the amount that is being reimbursed

HSA apologizes for the long hold times The pool claim has been approved as of pm central today

HSA confirmed that the homeowner had an appointment with MCE on 10/26/between 3-7pm and the homeowner was satisfied with this

HSA does understand the customers concerns regarding their furnace There have been several claims that have been made and approved for various different component parts that were failing HSA will as a service gesture waive the $deductible on the newest claim Thank you

HSA is unable to locate the customers property addressHSA would need the contract number or the property address that the warranty is assigned to Thanks

[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, Karen ***

This claim was approved and the homeowner is taking the cash out option HSA needs a paid receipt to reimburse homeowner the approved amount

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 belowThe home warranty company is semi responsible for matching dimensions. I could see my being responsible for the modifications for the new oven if the area was able to be modified. The length and width are able to be modified and I was ok with that, but the depth could not be modified and the oven they wanted to send was 2" too deep and it would have stuck out into the kitchen making the narrow walking space between the oven and counter difficult to pass through. I do NOT consider this matter closed and will leave my complaint until the home warranty company sees fit to pay the difference as I asked. Regards, [redacted] ***

October 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 letter advising of the above referenced complaint Your letter has been forwarded to me for review and response Mr [redacted] placed a service request for his air conditioning system on October 17, On October 21, 2016, [redacted] Refrigeration was dispatched to diagnose and repair any covered problems found with the air conditioning system Section D-of the HSA plan provides that HSA will not reimburse for services performed without its prior approval Section F-provides that HSA does not provide coverage for 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 itselfConditions 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 usHSA does apologize for Mr***’s frustration regarding this matter 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 this is nothing but another lie from HS aWhen the hot water heater was installed an expansion tank was not required per code in Spalding CountyWe installed the expansion tank ourselves with the plumberAs far as the furnace, it too was installed properly up to code years agoThe termination kit that is the problem with the furnace has simply just worn outwear and tear of anything inside the home is to be covered by HSA as per our agreement / contractHSA continues to prove to be a non reputable company and they continually lieWe provided them with written proof that our furnace and everything worked prior to us purchasing the home and even after we purchased the homeWe provided them proof that the hot water heater was installed by [redacted] completely to code at the time it was installedHSA just wants to take money from people and not abide by their contractIf this is not handled properly and our claims paid for and our agreement / contract with them is terminated - we do want a full refundIf we do not get that, we are going to small claims courtIt is fully time that someone stands up against HSAIt is not fair that they take peoples money and provide nothing! Regards, [redacted] ***