Home Security of America

HSA apologizes for the customers experience in the claim process HSA has dispatched an alternate vendor to assist the customer in getting resolution on the dryer claim HSA has waived the service call trade fee for the next vendors service call visit Thank you

February 21, [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 On February 13, 2017, an automated service request was placed for a plumbing leak and Blind & Sons, LLC was dispatched to diagnose and repair any covered problems The service contractor reported to HSA that the problem was with the well system and that there was no mechanical failures found with the water system Ms [redacted] ’s HSA plan does not provide coverage for well pumps On February 14, 2017, Ms [redacted] requested additional service for a water heater Ms [redacted] declined to pay a trade service call fee and a service request was not dispatched Section D-of the HSA plan provides that you are obligated to pay a trade service call fee for each separate trade service request HSA does apologize for Ms [redacted] ’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 11692250, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I did received notice from the HSA company, they gave me a model # of a GE refrigerator to view and check out specifics on size and features. I called them back and told them I did view the model they gave me and it is acceptable as long as it is the fingerprint resistant stainless steel model, not the shiny stainless steel model as I viewed. All my current appliances are the dull or fingerprint resistant type. The representative I talked to said she would update the case and let them know. This was on Wednesday 9/21. I have not received any more calls on the matter. As my original complaint was more about this company not honoring their contract agreements, I fear this is going to be another dead end and HSA will not be held accountable. They sell their warranties to home owners and receive their payments but they do not honor their contact when the homeowners try to collect on the warranty. Regards, Mary W***

HSA is contacting the service provider to get the needed information to find out what the failure with the unit was and what is coverable under the terms and conditions of the contract The homeowner will be contacted after they receive that information

HSA would need a diagnosis from a licensed technician on what was actually failing with the a/c unitto determine if this is a coverable claim For the electrical issue, no claim has ever been filed for this For the dishwasher claim, HSA honors a potential recall on labor for days and parts for days The first claim was filed in April, which is past both labor and parts recalls The contract is a non-cancellable contract per the terms and conditions of the contract

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] On June I received a called from your associate stating they needed dollars from me to proceed with the work.I require a detailed itemized statement of workTo include cost of laborNo consideration for payment will be made without me receiving a detailed itemized scope of workI want a detailed reason as to the modification to my systemI will not consent to any modifications unless it is required by the manufacturerThis is my property and I do not give consent to any modification without my approvalagain, I am requesting a detailed itemized quote of scope of workWhat portion is HSA covering? [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, Andrew S [redacted] Thank you for the paymentFor future reference, maybe your company could include a note with the payment explaining why you are not paying the full amount of the invoice due to the coverage limit of $This would be helpful to your customers instead of having to look it up in the warranty policyNot everyone has an insurance background like I do and they may not be familiar with limits or how to read the policyThis again goes back to the customer service aspect and providing information to your customers

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 will make sure everyone knows my experience with this company I will never do business with this company again Thank God I didn't pay for the warranty and it came with the purchase of my home Please note that I still do not see this as resolved I am very displeased This company is awful 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 I really do not understand how HSA is still in business with the way the customer service operatesI understand they were told by the company who gave the estimate the cause of the roof leaking was wind damage to the shinglesMy whole if they read the letter and fax I sent them in April they would have seen where I was asking for a second opinionI do not believe the entire cause of the roof leaking is from weatherHad myself and another person (who also is/ was in the roofing business) not gone up on the roof and looked I may have believed themThey gave them a quote for the entire roof, not just to repair the part was leakingI am not and have never said the entire roof needed replaced based off what the estimate wasThe statement I was given simply gave the price of the estimate and said "wind damage"That's itNo break down of supplies or anythingSince HSA does not cover weather damage they thought "great, we don't have to do anything further"I also included in my letter to them that the main area leaking is on the side of the house which is not affected by the high windsIf they would have read anything in the letter or in my complaint I was simply asking for a second opinion on the cause for the area which is leakingThat's itI do not expect them to replace an entire roof if only a small portion is damaged unless it falls under the contractI am also saying you were told the entire roof needed replaced because the company knew it was a warranty job and figured you would just payI have attached photos I took which clearly shows roofing nails on top of the shingels in some type of attemot to repair itI also have loose shingles which appeared to have been nailed above the "tar"lineAgain I am not an expert but I would assume the weather cannot put nails into a roof.I have attached a couple photos which shows the nails in the shinglesJust to make myself clear to HSA again, all I am asking for is a second opinion from a different companyAnd it would be nice for HSA to have people who can actually answer the phone so I don't have to wait an hourMaybe we could have resolved this months ago Regards, [redacted]

The first claim for the microwave was filed on 4/8/and the cupler and smart board were replaced and the deductible was paid by the homeowner The next claim was for the microwave was filed on 5/4/as a potential recall and the deductible was not paid and replaced the smart board On 11/2/15, a claim for the microwave was filed Potential recall claims have to be filed with days for labor or days for parts and the 11/claim is outside those parameters The deductible for the 11/2/claim would be due

HSA took the contract off of auto renew on 6/29/at am This contract will not renew

After review of the claim and if the customer wishes to have the repairs completed they would need to give authorization and agree to pay the service provider for the items not covered per the contract The customer may at any time speak to the service provider for clarification Thank you

HSA has reimbursed the $service call fee from [redacted] and the $service fee from [redacted] to the homeowner as agreed uponHSA has also agreed to assist as a service gesture for the amount of $ HSA will need a paid receipt from the heat exchanger being replaced under manufacturer warranty or the furnace being replaced

HSA apologizes for the customers claim experience HSA contract does not cover for an mold and or secondary damages The customer would need to file a claim against their homeowners insurance policy for remedyThank you

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 Since HSA basically destroyed my paperwork I would like my complaint to remain on Revdex.com as unresolvedA company should not be able to say "we got rid of your paperwork" and that be deemed acceptablePeople should be warned about the way HSA conducts their businessIn addition, now the fan on my outside unit is malfunctioning, which was installed at the same time as my malfunctioned A-CoilIt seems that faulty equipment was purchasedSo I, again, called the company who installed the system (Affordable Home Care Services) and they said HSA approved and ordered the parts, Affordable Home Care Services just picked them up & installed themSo at this point because no one can provide me information or paperwork, I don't know if HSA purchased faulty parts that shouldn't have been used, if they were damaged in the process of installation, or what happenedThe fact that now two major components to the system are malfunctioning seems questionable Regards, [redacted] ***

HSA offered the homeowner authorized choice (to find their own company) on 7/6/and homeowner declined this option HSA attempted to find a vendor, but no one could take the service call in a timely manner HSA again offered the homeowner authorized choice on 7/15/and homeowner again declined it HSA is attempting to locate a vendor for the homeowner The contract is non-cancellable

January 9, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI RE: Wayne F C [redacted] ; Revdex.com Complaint ID No11904804; HSA Reference No [redacted] Dear [redacted] Home Security of America, Inc(“HSA”) is in receipt of your letter dated January 3, 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 MrC [redacted] ’s heat pump system On November 14, 2016, MrC [redacted] placed the service request and HSA dispatched Southern Comfort HVAC Incto diagnose the problem with the heat pump system The technician advised HSA that there might be poor air flow due to the ducting design to the home; however, no mechanical failure was found on the heat pump system on November 22, Therefore, no repair was rightfully authorized under the HSA plan On December 30, 2016, MrC [redacted] advised HSA that he was still having a problem with the heat pump system Section D-of MrC [redacted] ’s HSA plan provides that if service work performed under this contract should fail, then HSA will make the necessary repairs without an additional deductible for a period of days on parts and days on laborTherefore, the service call completed on November 22, is outside of the day service recall period under the HSA plan and a new service request with a new trade service call fee is rightfully due from MrC [redacted] On December 30, 2016, HSA dispatched Southern Comfort HVAC Incto run the new service request HSA’s records indicate that Southern Comfort HVAC completed the repair of the heat pump system on January 7, Therefore, it appears this matter has been resolved Thank you for your consideration Sincerely, HOME SECURITIES OF AMERICA, INC Marcy Cody Customer & Regulatory Claim Resolution Specialist

HSA apologizes for the customers experience and will service gesture the refund of the $service call trade fee This will be payable on March 10, Thank you

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 still reject their response as being and inadequate to resolve this matter We HAVE NOT accepted their cash in lieu offer Further, despite their claims, we never requested one in the first place We found about it from the local HSA rep when I contacted her to try to help resolve Additionally, we have not sent in the paid receipt for having to get the work done ourselves They did send us a check for their CIL offer as a response to our demand letter from our lawyer However we have not cashed it yet to avoid the appearance of our acceptance We continue to work with our lawyer and the appropriate agencies to best determine how to proceed 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]