Home Security of America, Inc.

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

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]

, they can call HSA has dispatched [redacted] (###-###-####) to come to the home and diagnose the failure.  HSA has waived the deductible for the homeowner.  If homeowner does not hear from them shortlythem directly to call.schedule the service

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...

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

HSA apologizes for the long hold times in our peak time.  The customers claims for the faucet and the ice maker for the refrigerator were denied for coverage as the customer only had the base plan.  The customer would have needed to purchase the 7 star upgraded package within 60 days of...

the closing on their property.  The contract has since expired and was valid from 12/22/2014 - 12/21/2015.  The contract is non cancellable in the state of Missouri even if it were still active.  HSA considers this matter closed. 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.
All I want is a copy of my paperwork from 3 years ago. I provided a contract number on letterhead from their company, and a tracking number for my claim. All I have been told is I do not exist in their system. It makes no sense. I am wondering if this company is scamming people.
Regards,
[redacted]

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.

November 2, 2016
 
Ms. [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           
RE:      [redacted] E
[redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 185744162
                       
Dear Ms. [redacted]:
 
Home Security of America, Inc. (“HSA”) is in receipt of your
letter dated October 26, 2016, regarding the above referenced complaint.  The letter has been forwarded to me for
review and response.
 
I have reviewed HSA’s records regarding Ms. [redacted]’s heating
claims with Ice Cube Air Inc.  The
technician with Ice Cube Air Inc. reported to HSA that the heat exchanger was
cracked on both the west and east heating systems.  HSA approved the replacement of two gas furnaces
based on the terms of the HSA plan; however, Ms. [redacted] advised HSA that she did
not want Ice Cube Air Inc. to complete the authorized service.  In order to resolve this matter HSA is forwarding
Ms. [redacted] a check for HSA’s cost to replace the two gas furnaces in the total amount
of $1,756.58.  Ms. [redacted] will receive
the check in the amount of $1,756.58 in approximately ten to fourteen business
days.
 
Please be advised that Ms. [redacted]’s HSA plan was cancelled On
October 4, 2016.
                                     
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer
& 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 this resolution is satisfactory to me. The cooktop was replaced today after almost 8 weeks so I suppose this has been resolved. thank you.
Regards,
[redacted]

January 18, 2017   Stacy [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          Patrick F[redacted], Revdex.com Case ID No. 11929307; HSA Reference No. 196988862   Dear Stacy Juedes:   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 December 11, 2016, an automated service request was placed for a furnace and GSSN was dispatched to diagnose and repair any covered problems.  Unfortunately, it appears that there was a delay in obtaining replacement parts.  GSSN has indicated that the covered repairs were completed as of January 16, 2017.  HSA does apologize for Mr. F[redacted] frustration regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   Lori N[redacted] Customer and Regulatory Claim Resolution Specialist

Thank you and please let HSA know if they can further assist with this claim.

The refrigerator claim was approved for replacement of the control board only and not replacement of the refrigerator.  HSA reserves the right to repair vs replacement of the item per the terms and conditions of the contract.  Thank you

HSA apologizes for the customers experience. HSA will reissue the $75.00 refund.  Thank you

The deductible is due at the time of the service call and when the vendor came out for the recall on the washing machine, there was not a mechanical failure and nothing to do with the first failure.  As the homeowner was advised, the contract is non-cancellable in the state of Missouri.

[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]

The air conditioning claim was denied.  There was not a mechanical failure with a covered component part and the unit needed to be cleaned, which is not covered under the contract.  The homeowner cancelled the renewal of the contract on 8/17/15.

HSA has set up a recall claim on 9/29/15 with a different vendor with the deductible waived.  Once HSA receives the diagnosis from the vendor, they will contact the homeowner with status.

The itemized pricing for the repair is as follows:   Equipment --$435.60   Freon--$125.00   Labor --$195.00   Total--$755.60 - $100 deductible = $655.60This is the amount HSA will reimburse the homeowner with a paid receipt.?

HSA apologizes for the customers experience in the claim process.  We will have our accounting department do further research on the check.  Thank you