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]

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]

[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 am writing regarding case number  ID [redacted].I was instructed from HSA to re-register my id since their computer site was updated.That was not working, nor were they helpful in trying to make it work.Later, I went back and did not re-register and proceeded to try to open one of my accounts.Only one worked, and at that time I was able to re-add all of my accounts, and update the cards on file.No further action is needed - except for training with their customer service, and having IT people available.Thank you for helping me with this situation!
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]

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.

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 has spoken to the vendor, but needs further information to determine coverage.  HSA is contacting the vendor again for this information.

HSA is contacting the homeowner to discuss next step to get a service provider out to his home.  Homeowner will be contacted today.

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

[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 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.

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]

After further review of the claim and the diagnosis from the customers service contractor, they reported that there were several tears in the ductwork, and have been stepped on as well.  This is not normal wear and tear.  HSA contract only covers for normal wear and tear failures. ...

Thank you.  HSA in not able to offer coverage for any of the repairs.

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.

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]

HSA apologizes for the customers claim experience.  HSA would need to speak to the service provider to obtain a diagnosis to determine coverages. If the service provider can call ###-###-#### an authorization associate will be more than happy to assist.  Thank you

You were contacted and instructed via voicemail twice that you would need to contact the vendor to approve the non-covered charges for them to complete the install. You are responsible for these costs for what the warranty does not cover. We can provide you with a list of what the vendor reported into us, but sometimes it can end up being a little different than what was quoted when the work is done if it takes more or less than what was expected. This is why we ask you to get the invoice from the vendor. Although I will make sure you get the denial letter of the non-covered charges from HSA. Again you have always had the option of doing a cash in lieu for the value we would cover with our own vendor towards using your own vendor to complete the work instead. In regards to getting reimbursed for the window units you were provided an email address to submit the receipts into HSA for reimbursement, through which any documentation of your purchases has yet to be received.

March 23, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             RE:     ...

[redacted] A [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Plan No. 184377502                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated March 16, 2016, advising of 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 water heater claim.  On February 20, 2017, Ms. [redacted] placed the service request and HSA dispatched Service One Plumbing, LLC to diagnose the problem with the water heater.  On February 27, 2017, the technician reported to HSA that the water heater was leaking due to normal wear and tear.  HSA authorized the replacement of the water heater based on the terms of the HSA plan.   It appears that Ms. [redacted]’s account was set to pay the $75.00 trade service call fee directly to HSA upon the diagnosis being reported by the HSA authorized service contractor. However, on March 16, 2017, Service One Plumbing LLC advised HSA that their technician also collected the $75.00 trade service call fee from Ms. [redacted]. In order to resolve this matter HSA is refunding the $75.00 trade service call fee collected by HSA.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & 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.
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]