Home Security of America, Inc.

December 27, 2016   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                         RE:      [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 186652482             Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated December 21, 2016, regarding the above referenced complaint.    HSA authorized the replacement of the dishwasher and refrigerator on December 9, 2016.  HSA’s Appliance Purchasing Division retrieved the feature information from Ms. [redacted] for the dishwasher and refrigerator on December 21, 2016. On December 22, 2016, HSA offered the comparable replacement models for the dishwasher and refrigerator.  Ms. [redacted] chose to have HSA provide her with a check in place of replacing the dishwasher and refrigerator through the HSA plan. Once HSA receives the invoice(s) for the completed replacement of the dishwasher and refrigerator HSA will forward Ms. [redacted] with checks for the replacement of the dishwasher up to the amount of $548.06 and replacement of the refrigerator up to the amount of $904.06.  HSA will await the invoices.             Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]To call this matter solved we would need the already discussed amount refunded to us. It is not a matter of replacing or repairing at this point. We require the $100 deductible refunded as well as the $325 for the missed work due to constant rescheduling (without our knowledge or permission) and numerous no-call/no-shows by the company HSA hired. That will be the only way the dispute is settled. 
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.If I had been able to get through to a customer service rep on 6/28 this could have been resolved.  I sat on hold for nearly an hour that time and finally had to give up because I had to go to bed.   I request that I reimbursed because they did not meet the terms of the contract I had with the.   This is the worst company I have ever dealt with and I will make sure I tell as many people as I can how bad they are.  
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

HSA apologizes for the customer claim experience.  HSA has made numerous attempts to contact the customer but has not been able to reach them or leave any voice mail messages.  HSA would like to move forward with offering the customer authorized choice, for them to locate an alternate...

vendor for a service call out to the home.  A service technician must call from the home with the diagnosis to determine potential coverage HSA number ###-###-####. Without prior authorization there may not be coverage on the claim.
Thank you

September 26, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No. 31 0001467282; 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.   HSA apologizes for the frustration the customer has experienced.  I have reviewed HSA’s records with regard to the dishwasher issue.  HSA has agreed to replace the dishwasher.  Section D-2 of the warranty plan states that replacement shall be made with systems comparable in features and capacity.  HSA is not responsible for matching dimensions, color or brand.  Ms. [redacted] has been in contact with HSA’s Appliance Purchasing Department and a replacement dishwasher has been ordered.  The customer will receive the replacement dishwasher in approximately five to seven days.  If Ms. [redacted] has questions regarding the dishwasher replacement, she may contact HSA’s Appliance Purchasing Department at 800-326-6710, option 3, to discuss the matter.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]     Customer and Regulatory Claim Resolution Specialist Tell us why here...

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 apologizes for the customers experience in regards to their heating claim.  HSA is unable to offer any coverage in reference to their heating claim. The service technician reported that there was reduced air flow to upstairs bedroom because of how many bends in the ductwork airflow - not...

able to reach the area.  Technician recommended to add a damper to help assist with the air flow.  HSA contract does not cover to add things that are not already there and failing due to normal wear and tear.
HSA would also like to give a gesture back to the customer of the $75.00 deductible payable 01/27/16.  Thank you  The customer is more than welcome to obtain their own 2nd opinion and have that service provider call ###-###-#### to report their findings to determine coverage under the warranty.

I apologize for our hold times, we do our best to accommodate our customers during our peak seasons to reduce them. For appliances not every part needed for a repair is locally and readily available, sometimes they need to be sourced and shipped, or come from the manufacturer directly as their are...

innumerous brands and models of appliances. We do our best to get these as quickly as possible. The customer always has the option of doing a cash in lieu for the value of the repairs towards using their own vendor or replacement of a system instead of an offered 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.The complaint was that HSA only had two companies in the metropolitan area approved to make the repair.  One of which is a pool company that has parts on site and with their repairmen.  The other ([redacted] Plumbing) is NOT a pool repair company so they have to order the parts.  My pool has been down for a week and a half.  May not seem like a big deal but we found out through this nightmare that HSA does not cover secondary claims.  So...if we get too much rain and our pool fills up and the liner is ruined, we are responsible for a new liner.  For example, when the heat goes out this winter and HSA only has one company in the metro area that can fix it...and my pipes burst, the cost to cover any pipes bursting and any damage is on the homeowner.  This is my complaint.  And by the way...the motor they are replacing is only $150.  So if they are willing to offer $622...they are getting ripped off by [redacted] Plumbing.  Unless they are replacing the entire pump.  We were told it only needed a motor. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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]

June 13, 2017   [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]:   HSA is in receipt of your letter dated June 8, 2017, enclosing additional correspondence from Ms. [redacted].   HSA dispatched a second opinion company, Joplin Repair, to diagnose any problems with the dishwasher.  The service contractor reported to HSA that there were no mechanical failures found with the dishwasher.  The service contractor stated that the dispenser door was closing properly and that the soap not dissolving was due to the water temperature and recommended putting the packets in the silverware tray.  Because no mechanical failures were found with the dishwasher, no repairs were necessary and/or authorized.   Ms. [redacted]’s HSA plan became effective on March 9, 2017 and was set to expire on March 9, 2017.  HSA received payment ($445.00) in full for the HSA plan on March 23, 2017.  On June 7, 2017, Ms. [redacted] contacted HSA to request the cancellation of the plan, and her HSA plan has been cancelled per request and according to the provisions of the HSA plan.  Ms. [redacted] will receive a refund in the amount of $298.12 for the cancellation of the HSA plan.  HSA denies any further liability with respect to this matter and will be closing its file.  If Ms. [redacted] wishes to further dispute this matter, she may contact HSA’s Cancellation Department directly at ###-###-####.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   [redacted] Customer and Regulatory Claim Resolution Specialist

[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 the response is accurate but the fact that they do not cover all expenses that are required to make sure my AC Unit is in working order after making me wait an extra long time is unsatisfying.  However, they have finally done what the contract requires them to do and I do not believe they will do more than the bare minimum so I am not interested in pursuing this complaint for the final amount of $400. I will no longer use their company instead.  
Regards,
 
[redacted]

The homeowner was advised that HSA would refund the deductible with a paid receipt, however the HSA contract does not cover loss of food.  HSA confirmed with the vendor that the repairs have been completed on 8/21/15.

HSA has been attempting to call the homeowner's service provider several times for both the a/c and water heater claim and left messages for them to call HSA back with diagnosis.  HSA has yet to hear back for either vendor. Until HSA can obtain the diagnosis from the service provider, HSA...

cannot determine approvability of the claims.

HSA apologizes for the customers experience on the dishwasher claim.  AS of 01/22/16 the claim has been approved for the repairs on the dishwasher.  Thank you.

HSA apologizes for the long hold times the homeowner experienced during their peak season.  The a/c claim was approved on 9/4/15 for the replacement of the control board.

HSA would need a copy of the paid receipt to reimburse the homeowner and that can be faxed to ###-###-#### or emailed to [redacted].  HSA would reimburse up to $1125.00 for the approved replacement of the evaporator coil.  HSA would not approve the full system replacement...

as the only component part failing was the evaporator coil.

HSA is reimbursing the homeowner the $110 that he was charged for electrical modifications an the reimbursement check will be mailed out tomorrow, 10/30/15.

This company is a...

joke. I am very upset. On Friday Sept 25, 2015, AMB appliances came to our home and all they did was add MORE freon. Keep in mind they added freon back in Feb 2015. Freon should last over ten years! not less than ten months! Yes the fridge is cooling down for now, but in about a month or two it WILL break down again. I know this because every two months we've had to have HSA send out someone to fix this fridge. Every time we call, we have to wait over an hour to get a hold of a rep over the phone and get tossed around and no one cares to answer our question or to help us out. Every time we call they send over ABM appliances and AMB does not want to admit they cannot fix the fridge because they are afraid of losing HSA as a customer. It's time HSA does their job and replaces this fridge. We are willing to wait until it breaks down again, but we request to have them state in writing that they WILL replace the fridge if it breaks down again. Please keep in mind that this fridge has broken down on us 3 or 4 times already and we have wasted so much money on food. Not only that, but we have wasted so much money on eating out and HSA refuses to compensate us for our meals or for the food that we have lost. They are being extremely hard to work with. HSA also claims that they never put freon in our fridge, but we have a receipt from AMB dated back in Feb 2015 when they first came out for proofF

August 26, 2016
 
[redacted]
Revdex.com of
Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 53214
 
RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference
No. 187370212
 
Dear...

[redacted]:
 
Home Security of America
(“HSA”) is in receipt of your correspondence advising of the above referenced
complaint.  Your correspondence has been
forwarded to me for review and response.
 
HSA dispatched Wingate
Mechanical, LLC to diagnose any problems with an air conditioning system.  On August 17, 2016, the service contractor
reported to HSA that the compressor had failed and needed to be replaced.  HSA authorized the covered repairs and a replacement
compressor was ordered.  Section F-9 of
the HSA plan provides that 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 itself.
Conditions 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 equipment. Any damage alleged
to be caused directly or indirectly by the services or the timeliness of the
services provided by us.
 
In the
alternative, Ms. [redacted] was offered the option of a cash reimbursement in
the amount of $1,162.01, in lieu of the compressor replacement based on HSA’s
costs.  Ms. [redacted] declined the cash
reimbursement offer and the records indicate that an
appointment has been scheduled to complete the repairs on August 28, 2016.  Therefore, it appears that this matter is
being resolved and HSA will be closing its file.  Ms. [redacted] may contact HSA directly at
###-###-#### should she require any further assistance regarding the
replacement of the compressor.  HSA does
apologize for Ms. [redacted]’s frustration regarding this matter. 
 
 
Sincerely,
HOME SECURITY OF AMERICA, INC.

[redacted]
Customer and Regulatory Claim
Resolution Specialist