Home Security of America, Inc.

I have refunded the customers $75.00 per his request to satisfy this complaint the reimbursement should be in the next 10-14 days at the latest.

The vendor advised HSA that the failure did not occur within the contract period; it was something that would occur over time.  If the homeowner would like to get a second opinion and have that technician submit his findings to HSA, they can do so and HSA will review the claim at that...

time.  With the information HSA received from the vendor, the claim denial stands.

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] I still disagree with the findings and would like someone to review the video I have of the dryer and the noises it intermittently makes. To the Revdex.com: who else can I file a complaint with on the practices of this company? I am not satisfied with what I am being put through by them and want my dryer replaced with a properly functioning dryer as it should have been months ago.

HSA apologizes for the long hold times.  HSA has made several attempts to contact to the vendor and left messages for them to call back.  HSA has notified the homeowner that they have been trying to contact the vendor and the homeowner was going to call the vendor to let them know.

The check will be mailed out tomorrow, 9/10/15.

[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. I was promised reimbursement for washer, and still waiting for check to arrive.
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.Although I do not understand how any customer service program could be so poor that the message option on their website does not work at all and the 800 number places you on hold for over an hour multiple times, once I contacted managers via email, they were excellent in handling the issue.
Regards,
[redacted]

November 10, 2016   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com 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.   HSA’s records indicate that HSA was previously made aware of Mr. [redacted]’s complaint regarding his account and that Mr. [redacted]’s account has been adjusted and appears to be resolved as of October 25, 2016.  Mr. [redacted] may contact HSA directly at ###-###-#### should he require any further assistance regarding this matter.  HSA does apologize for Mr. [redacted]’s frustration regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

The claim was approved and the reimbursement check of $854.00 will be mailed out tomorrow.

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 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-$1,800 and the AC condensing unit ranges from the lowest quality 14 SEER unit at $750 to a 3 ton 18 SEER unit at $1,785.00.  $1,151.97 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 $3,000 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 choosing. Air 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 $1,151.97 is not comparable to market prices elsewhere for the same items/labor. Thank 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.
Their response in no way addresses my complaint about them using such poorly rated contractors that again and again receive extremely poor ratings.
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. However,  I am very dissatisfied with our HSA home warranty and I will let it be known in my online reviews.  Please forward the check to the following address:[redacted]
Regards,
 
[redacted]

HSA did advise the homeowner if she used her own vendor that HSA would adjust the pricing to what their vendor would charge for the same repair.  The approved amount that HSA will reimburse the homeowner is $632.30.  The check will be mailed out tomorrow, 10/30/15.

As stated previously, HSA has allowed the vendor to work with manufacturer to order the part needed to complete the repair.

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.]HSA's response notes that we should mitigate the damages with the vendor. We have contacted the vendor, Elite Contracting, over ten times. They hang up on us and do not return our voicemails. HSA has also reached out to the vendor with similar results. I find it troublesome that a vendor that HSA uses does not have the courtesy to return a phone call. Even more troublesome is the fact that HSA, the company that pays Elite Contracting, cannot even get a hold of them. We were forced to use this contractor by HSA. As a result, it is HSA''s responsibility to make sure that their contractor completes the work to completion. If HSA does not want to face the consequences of using this vendor, maybe they should use better vendors. From my perspective, HSA forced us to use Elite Contracting and is now turning a blind eye to the situation when their vendor does not solve the problem. I don't believe that it is my responsibility to hunt down a vendor that works for, and was provided by HSA. 
Regards,
[redacted]

I apologize for your difficult experience with this claim. We cannot pay out to replace an item we do not have a recent diagnosis on, if you replace the item before we have a chance to get this, we would not be able to reimburse you towards the replacement. Although we can reimburse you for the cost...

of the service you had with Sears. Please send a copy of the receipt for your service with Sears to [email protected] with your property address in the subject line. We would very much so like to help you get through this situation but we need to follow the steps required in order to provide you coverage. Our system shows that we have a company dispatched to come diagnose the dishwasher with the service fee waived. The company is J & J Appliance Service, their phone number is ####-###-####. Once they are out to look at the dishwasher we can continue to work forward with you to have the system repaired or replaced.

HSA has cancelled the customers contract and has prorated the refund less a cancellation fee.  The customer will need to sign the cancellation letter and send back to HSA for the refund.  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 below.
In their first analysis, they did not mention any of this details. In fact, they have asked me to fix Dampers (cost 350 to 400 USD). I have their analysis and details. It was HSA technician who went up in Attic to examine but did not notice anything and giving me wrong analysis. HSA has refused my request with wrong analysis. Where is the report from their side in before rejecting my service request. Now they are cooking up the story after I found air leakages and arrested all the leakages. I have all the pictures and hand written document (analysis report) with me. I can send on need basis.  This company is lying and they are are hiding the details.  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

HSA's offer of $1353.36 would stand as per the terms and conditions of the contract, on page 3,section Customer Service:  HSA is not responsible for matching dimensions, color or brand. The use of non original manufacturer “Component Parts”, including rebuilt or refurbished parts, is permitted in making repairs under this contract. We will use original manufacturer “Component Parts” when non-original manufacturer “Component Parts” are unavailable. HSA reserves the right to obtain additional opinions at our expense. 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.  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:
The vendor, John [redacted] completed the repair. The services of the other vendor are no longer required.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]