Home Security of America, Inc.

On 7/29/15, a supervisor attempted to call the homeowner and it just rang with no option to leave a message.  HSA has researched Frigidaire's website for authorized repair companies and has located one.  A supervisor is calling the homeowner to give them this information.

HSA apologizes for the long hold times in our peak time.  The claim has been approved and reimbursement was paid out on 02-10-16 for $ 1089.28 for the refrigerator claim. Thank you.

[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]

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. Our complaint was filed on 3/22/2016 after numerous unsuccessful attempts to contact the company and request service, beginning in early February. The company responded to my family only after pressured to do so by the complaints we filed with the Revdex.com and the SC DOI. The technician they sent to our house evaluated our oven and dishwasher on 3/30/2016, nearly a month ago. The company has NOT contacted us with options, and we still have a non-operational dishwasher and oven. I feel that this violates our agreement with the company - they have failed to provide the service that they are paid for. The nearly 3 month delay is unacceptable. I am considering legal action. I need this matter resolved by Friday, April 29, 2016 (appliances repaired or replaced).
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

HSA would like to assist the homeowner, however HSA needs the address of the warranted property.   HSA cannot locate the contract with the information given by the homeowner.

[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,
Angela [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.
While I do not agree with and am still very unhappy with hsa, I will end my complaint at this time.  Because they would not cancel the contract, I kept the service call I had scheduled for the broken dishwasher.  These folks are paying just below $400 to fix a dishwasher that didn't cost that much brand new and I was going to buy a new one for $299.  Not very smart!  I hope this complaint helps to lower their Revdex.com score.
[redacted]

October 31, 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.
 
Please be advised that HSA has authorized the replacement of Ms.
[redacted]’s refrigerator and HSA’s Purchasing Department will contact her directly
for further assistance regarding this matter. 
Please be advised that HSA does not reimburse retail costs.  Section D-2 of the HSA plan provides that 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. Once a failure has been
diagnosed, subsequent failures to the same system will be exempt from coverage
unless and until proof of repair is submitted to HSA. Proof shall include, but
is not limited to, receipts verifying repair and/or replacement.  Ms. [redacted] may also contact the Purchasing
Department directly at ###-###-#### (option 3) for further assistance
regarding this matter. 
 
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 this resolution is satisfactory to me. 
Regards,
 
[redacted]

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

The items have not been completed because I can't afford to complete them at this time. That's why I'm complaining!!! IT will all be at my expense.

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.

A supervisor left a message for the homeowner on 6/30/15 to discuss issues.  HSA will have another supervisor try to reach the homeowner again.

HSA is referring the homeowner to GE for the service call on the claim and they can be reached at ###-###-####.  Please give them the tracking number of [redacted].  There would be another deductible due as the current claim is past the 30 days for labor and 90 days for parts for a potential recall.

HSA apologizes for the customers experience in the claim process.  We will have our accounting department do further research on the check.  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.
This had not been resolved.  I have heard nothing from HSA. Please do not close this issue
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]

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 the companies' response and their ignorance of the reason for my complaint.  Description of Complaint: On 2/10 at 9am, I contacted HSA by phone, their recoding stated that I had a 20 minute wait, and I was encouraged to complete my claim via online services. I did so. I completed the form, documenting clearly that the reason for the claim was that my "gas line to my water heater was not up to code per the gas company" Originally, they dispatched, erroneously, [redacted] to my home, which does not service gas lines and they rejected the call. Then, [redacted] was discharged to my home. they stated they would be there on 2.11.15 between 10 and 2pm. They arrived late and I was not even contacted til about 2pm. The service man stated that the call was not covered and I was responsible for 75.00 service deductible. I contacted HSA and spoke with supervisor, [redacted], at 2:40pm on 2/11/15 and he stated that the 75.00 fee was not able to be credited. I explained that I, at HSA's recommendation, because they do not staff their phone lines adequately, I filed the claim online. He stated "our claims are not reviewed, when an online form is completed, we dispatch the appropriate company. I asked how they knew what company to dispatch if they don't review the claims. He said they only review the type, as in gasline, of claim, not the reason for it. He said, "had a representative spoke with you they would have told you that your claim was not covered" I asked if the 75.00 fee could be credited because the claim should have been rejected and if someone would have reviewed it, they would have told me it was not covered. [redacted] insisted that the claim would not be covered and suggested send it to a supervisory group to be reviewed. I have done that.A supervisor for HSA admitted they should not have accepted my claim.  Additionally, they claim to have 'made a diagnosis' however, my claim contained their purported diagnosis.  The gas company had already made me aware that the line was out of code and needed a drain catch.  They did not give any diagnosis than I was already aware of and included in my written online claim.  The service an spent minutes inside of my residence, providing no information or assistance.
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.My husband and I called HSA five times using two different phones and each time we were on hold for 10 to 15 minutes then got disconnected. It was impossible to contact HSA so we were not able to report the broken fridge. When we contacted them about the dish washer and the oven/burners, they told us that they would call back and let us know how the pre-authorization goes and we had never heard back from them until they responded to Revdex.com. Our family was not able to carry out our normal life with the broken appliances so we had to have them replaced. I have attached the images of the purchased appliances and we would like them to reimburse all 4 appliances since we had to replace them when they were still covered by HSA insurance. Please let us know if you need anythings from us. Thank you for helping us resolving the matter. 
Regards,
[redacted]

September 26, 2016       [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No. 34 0001488914; 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.  If the customer is in possession of a receipt for the replacement of the dishwasher, the customer may forward the information to me for review.  When I have received and reviewed the requested information, I will further advise the customer of HSA’s position.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.    
[redacted]      Customer and Regulatory Claim Resolution Specialist