Home Security of America, Inc.

[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]

We do not use Yelp as a standard for our vendors. We do use our own service requirements for our vendors that we uphold and if they go against them we handle them appropriately on a case by case basis. I can assure you though that they will not be sent out for you as a vendor again.

September 12, 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 authorized the replacement of a washer and a replacement
washer was offered to Mr. [redacted] based on the features of the old unit and
according to the provisions of the HSA plan. 
Mr. [redacted] accepted the replacement washer that was offered to him
and the new washer was ordered.  It
appears that Mr. [redacted] returned the replacement washer and requested a cash
reimbursement in lieu of the covered replacement.  Mr. [redacted] is responsible for the $55.00 restocking
fee incurred for the return of the replacement washer he previously authorized
to order.  A cash reimbursement in the
amount of $698.69, less the restocking fee of $55.00, was processed and a check
in the amount of $643.69 was previously issued to the property address on file.  Please be advised that HSA is reprocessing
the cash reimbursement and a check in the amount of $643.69 will be sent to Mr.
[redacted] at [redacted] in approximately 7-14
business days.
 
Thank you for your consideration.
 
Sincerely,
HOME SECURITY OF AMERICA, INC.
 
[redacted]
Customer and Regulatory Claim Resolution Specialist

HSA apologizes for the customers experience.  The contract is valid for one year and is not cancellable in the state of Missouri.  Thank you.

HSA will have an associate call the vendor for the pool claim and get the diagnosis of the failure.  Once HSA has that information, HSA will contact the homeowner.

HSA apologizes for the long hold times and will have an associate reach out to the homeowner to file the a/c claim.  The homeowner can attach the invoices for the toilet repairs for HSA to review.

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.
We spoke to a customer service representative on Friday, June 19th, and were told an authorization specialist would call us back about this issue.  No one called us back.  We called again on Tuesday, June 23rd, and were again told an authorization specialist would call us back.  No one called us back to help us resolve this problem.  We spoke with Dawson also on Tuesday, and they said they had been emailing HSA everyday and that there was no part available yet.  Which is the opposite of what HSA informed us of in their response here or on the phone with us the week prior.Finally, we reached an authorization specialist ourselves after being on hold over 2.5 hours on Wednesday, June 23rd.  He was nice and helped us resolve the AC problem.HSA's customer service, and lying to us about what is going on and about contacting us has been deplorable.  We want the deductible we paid back in compensation for such deplorable service and being lied to the last 2 weeks.
Regards,
[redacted]

This was accurate that you were responsible for this amount per the failures the tech found on the unit. The thermostat was wired on the system to bypass the safety switch, then water backed up from the condensate line being blocked and shorted the wiring. The service you were charged for was for...

removing/clearing the condensate line and rewiring the thermostat for $350, in addition the deductible due for the warranty call. The re-wiring of the thermostat would have not been covered as it was a failure caused by water damage from the system being wired incorrectly. The tech also reported that the evaporator coil was cleaned and a leak test performed because the system was more than 3lbs low on Freon. The service company did not charge the homeowner for the cleaning as that would have been not covered as a maintenance responsibility of the homeowner, but HSA did cover for the leak test performed. The homeowner would have been provided an invoice for the work they had done outside of coverage of the warranty at the time of service or emailed to them shortly after. Concerning the a/c unit not working, we had a second opinion company dispatched and the first appointment for them to come out was missed by the homeowner's so they had to reschedule. We'll keep working with the customer further to get this resolved. If they needed to purchase portable cooling units we can offer a reimbursement of $125 per unit towards these. The homeowner will just need to provide us a receipt/s to reimburse them.

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.
Problem:Please note, a prior Revdex.com complaint was filed in December/January, however, I had to wait to obtain the final receipt from C&C Heating and Cooling who was the second choice to fix my furnace after HSA failed to do so as the sales agent was out of town. Because of that, it lapsed beyond 30 days and I had to refile. On December 15, 2016, I had smelled some smoke from my bedroom vent and/or electrical cords as both were in the same location. Not being a heating and cooling and/or electrical expert, I researched online since no smoke was detected and the smell initially went away and was not detected in any other region of the house. Online, it mentioned it could be electrical and/or furnace and stated if continued to get help asap. I did not smell it in the morning, mind you we had below zero temps during this time period, so I went to work. On Friday, December 16th, I smelt nothing. Saturday, the 17th, I took my daughter to dance class which lasted most of the afternoon, around 3pm my neighbor texted me thinking I was grilling outside as she smelt smoke in the area. I was close to home, immediately returned and as I opened the side door, it smelled of smoke, although nothing visible. At that time, I put in a claim with HSA, for both a heating and cooling issue and electrical as was not sure which problem it was and I turned off my furnace. I have never had a problem with this company for the last 10 years, but recently had a disappointment with someone who came to look at my washer, stated there was nothing major to fix after having to call the HSA service number numerous time to have this chosen appliance company call me, finally came, paid $50, never fixed it, recalled HSA and still no word from this company. I was fed up and had another agent fix it. Because of this issue, I was hoping this concern being more emergent would be handled more promptly as usually had good success. I did not hear from anyone for heating and cooling, but an electrical agent did come out that night. However, this agent was clearly disabled, could barely walk in the house, I had to personally assist him down my two sets of stairs in my quad level home and could barely get on the ladder to check my fuse box. He didn't check anything, he though things looked fine and reported it to his supervisor. He did say he thought it was the furnace, however, I paid $50 for yet again, no service. When I attempted to turn the furnace back on, it immediately smelled of smoke so then I knew it was this. When I called back to HSA to inquire when someone would come out to check as, again, below zero temps, and two children and pets in the home with family living farther away to even stay with, I was told they could not come for at least two weeks as only one company for the entire area that I lived in. I was upset and appalled as I have paid monthly for this service, of which, the cost rises each and every year and this is the service in an emergent situation that I get. I asked if I could find my own company as before I was told this fine as I have done this and been reimbursed in the past, however, I would have to pay upfront, and was told my the female agent at the time this was fine. C & C Heating and Cooling came out late that same Saturday night, it was diagnosed as a blower issue, which we though immediately could be replaced for around $800, however, it was very hot to touch, burning per the agent, and because of how the furnace was originally placed, could not be physically removed without replacing the entire furnace, because the location of the door to this blower would have to be rerouted. Because I am a single parent with no financial support from my ex spouse who we have not seen in 10 years, this cost was overwhelming for me as quoted to be $3700 and we did quote other companies who were reputable if not more in price. When reviewing the coverage, HSA covers heating systems up to $4700 (have quote). Unfortunately, due to the emergent circumstances, it being Christmas and family staying with me, and the temps getting colder with no where to go, and HSA closed over the weekend, I had no choice, but to get this replaced, of which, was completed by C&C on Monday, December 19th. We received the letter after the fact detailing the diagnosis as we were told initially to have that when I called after the replacement and everything I paid in full upfront. When I called HSA after the furnace was replaced, I was then told, regardless of having the diagnosis letter, that they would not issue any reimbursement because the company HSA recommended did not fix it. I was furious because of all that I have paid for and performed my part of the agreement since HSA failed to do so. In the initial Revdex.com complaint, a response by HSA was to forward the diagnosis letter for review. I feel that this is between C&C and HSA and let them figure out what is best reimbursement, either from C&C or HSA, but coverage regardless is indicated here.TranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:A full refund is expected for $3700 or I am prepared to take legal action and HSA will be referenced to pay all court costs. I have the diagnosis letter and C&C contact information, when needed, plus the receipt that I paid in full for the new furnace.
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.When I called the HVAC technician to get help he asked me a series of questions. I told him there was a storm in my area several days earlier (Wednesday) but my air conditioning didn't stop working until Saturday - 3 days later. That's what he put on the invoice - that a storm occurred previously. Upon inspection, he realized that the reason it wasn't working had nothing to do with a storm. That's why I wanted one of the HSA representatives to speak with him to get the details.When I came home from work that Saturday I discovered that the unit wasn't working. I went to look and saw that the breaker was tripped so I turned it back on. I immediately smelled it 'burning' and by the time I ran back over fire was coming from the a/c unit inside of my house. There was a loud pop and the unit went back off. I was afraid after that point and I didn't touch it again. There was NO storm or rain that day or for several days prior to that.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]

HSA has processed a refund for the $100 that was paid by the homeowner and  will be mailed out on Monday, September 22, 2014.

[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]

Homeowner was contacted via telephone to make sure the a/c is in working order, the homeowner did report the furnace still had an issue that a tech was supposed to return to fix. This was re-submitted to that vendor to come back out on and take care of for this customer. [redacted] I'd like to...

provide you with my direct line to give me a call if you have any further issues with this one at all, just reach out to me and let me know, my phone number is ####-###-####.

The vendor has had the equipment for a week.  The homeowner is using her own crane company to work with HSA's service provider to coordinate the installation.  The time would need to be worked out between the crane company and the service provider.

The $75 service fee is for the technician's time out to the home, whether or not the claim is approved.  The technician still went out to the home and diagnosed the failure, and upon his diagnosis it was found that this is not covered under 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.
There are several reasons why this is nowhere near an acceptable response. 1) Nowhere in my contract does it state that we are only allowed to use parts ordered by HSA. Any technician could have obtained the part in a much more timely manner. 2) The delay in parts was due solely due to HSA's incompetence and negligence. First, I was told that the part would arrive on Wednesday, 3/14. When I called on 3/13 to follow up on this matter, it turned out that HSA had accidentally cancelled the order. Then I was told it would arrive on Friday 3/17, but it turns out that due to either the incompetence of HSA or due to their technician's incompetence, the part arrived to the wrong address. To reship another part would again take 3-5 business days. 3) It is pure negligence to force us to stay without heat for 12 days, including in the middle of a blizzard and below 10 degree weather. The reimbursement of 125 is unacceptable and was not enough to keep us safe in such extreme conditions. As per my contract, it says is HSA is unable to provide you a contractor, then they will accept a contractor outside of their network. Any jury would easily agree that if HSA was unable to provide me a contractor who could make the necessary repairs in a timely manner, I should have been able to seek a contractor on my own. Any other contractor (and I had contacted one for a second opinion) would have had the necessary gas valve in their truck and been able to fix it the same day, not 12 days later. I hold HSA completely responsible for forcing me to suffer through extreme weather conditions, and I should be reimbursed for their sheer negligence. 4) This contract was written in bad faith, and left open to interpretation in a way that HSA is never obliged to honor the conditions. I spoke with a supervisor on the phone who said that the contract does not say the necessary repairs have to be performed in a timely manner. When I outright asked if it would be acceptable to perform the repairs 6 months from now, they said according to the contract this is completely possible. This contract was intentionally written so craftily that it can be interpreted by HSA to anything they want. For these reasons, I am asking for a $230 reimbursement on my space heaters (as 1 space heater was not enough to keep my home safe for 12 days), $100 to refund my trade call fee (which had been promised by a supervisor named Erica in Georgia), and $800 for the suffering and distress intentionally caused by HSA's negligence ($100 for everyday past 3/13 that I was left in below freezing conditions) for a total of $1130. 
Regards,
[redacted]

Better...

Business Bureau:
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 did call the number that HSA provided in their response, as it was considered an emergency.  It was this very number I had dialed where I waited an extraordinary amount of time (over 1 hour), and still never received any response.  This happened on multiple occasions in the very same 12-hour period.   I challenge anybody to call this number between 2100-0500 and actually be able to place an emergency claim.  
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.
This situation is still not resolved and we have no assurance the equipment is actually order or it is the correct system.  This is the same response we get every time we call  - either it was just ordered or it was order the day before but we are not responsible for the length of time it will take for delivery.  Completely understand you can't take responsibility for delivery time but how about some Quality Assurance and Quality Control on the ordering to ensure the correct system is actually going to show up?  Lastly, this email holds no one at the company accountable - no name, no contact information.  I atleast want a name of someone who can commit for the company ([redacted]) because I have no faith that this will be resolved with a simple Revdex.com complaint.
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]