Home Security of America, Inc.

A supervisor is contacting the homeowner to provide the homeowner with a local certified Samsung service provider to diagnosis the refrigerator.

[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 have resolved my issues with HSA and I am satisfied with the outcomeRegards,
[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.
HSA contacted me and said they would send another company out to check the unit out and that I would receive a call to set up the appointment.
No on called me and when I called them ( [redacted]) they said no one from HSA had  contacted them. It has been Three days since I talked to a 
** from HSA service Dept. so I don't know what is going on.
[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 approved and paid GE for the repair to the stove on 7/21/15.  HSA considers this matter closed.

HSA apologizes for the customers experience.  HSA would not be able to refund premium that has been paid against the contract. Thank you

If the homeowner is declining the use of the HSA vendor, HSA can offer a cashout of $145 for the replacement of the evaporator coil that is under manufacturer's warranty until May 2018.  The homeowner would need to hire another licensed HVAC company to complete the repair and provide HSA with a paid receipt for reimbursement.

February 16, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             ...

RE:      [redacted] S [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. [redacted]                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated February 13, 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 Mr. [redacted]’s heating claim.  On November 12, 2016, Mr. [redacted] placed the service request and HSA dispatched Quality Air HVAC, LLC to diagnose the problem with the heating system.  HSA’s records indicate that the technician replaced the thermostat for the boiler on November 17, 2016.   On November 23, 2016, Mr. [redacted] advised HSA that he was still having a problem with the boiler and HSA dispatched Quality Air HVAC, LLC to run the service recall.  On November 29, 2016, the technician reported to HSA that the hot supply plate was rusted and leaking and advised that the boiler would need to be replaced. Section E-5 of Mr. [redacted]’s HSA’s plan provides that radiant hot water/steam boilers are covered up to $1,500.00 aggregate. The cost to replace the boiler was over the $1,500.00 limit.  HSA offered Mr. [redacted] the option to have Quality Air HVAC, LLC replace the boiler and the customer pay the cost beyond the plan limit or HSA could provide Mr. [redacted] with a check in the amount of $1,395.00 to put towards the replacement of the boiler.  The amount offered is based on the $1,500.00 plan limit less the repair cost already incurred by HSA for the thermostat replacement. HSA was advised that Mr. [redacted] was working directly with Quality Air HVAC, LLC to pay the cost difference for the replacement.    However, it appears that Quality Air HVAC, LLC only billed out labor to date with HSA and billed Mr. [redacted] for the full replacement cost of the boiler.  In order to resolve this matter HSA is forwarding Mr. [redacted] the check $1,395.00.  Mr. [redacted] will receive the check in the amount of $1,395.00 in approximately ten to fourteen business days and no additional amount will be provided 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.
Not one reason in the business response justifies 38 days to repair a refrigerator.  After realizing their error in sending a wrong company the 2nd time, HSA made zero efforts to expedite the repair.
Regards,
[redacted]

December 12, 2016       [redacted]
 [redacted]Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       Candice W[redacted]; HSA Plan No. [redacted]; Revdex.com Complaint Case No. 11856856   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 apologizes for the frustration Ms. W[redacted] has experienced.  I have reviewed HSA’s records with regard to the plumbing leak issue.  On November 17, 2016, service was requested for a plumbing leak and the request was dispatched to E & K Contracting to diagnose the issue.  On November 28, 2016, E & K Contracting reported to HSA that seal gaskets on the waste and overflow plumbing for the bathtub needed to be replaced and HSA authorized the technician to complete the repair.  In order to diagnose the issue and complete the repair, the technician cut a hole in the drywall in the ceiling below the bathroom.  Section F-5 of the warranty plan states that HSA will pay to provide access to plumbing through unobstructed walls, ceilings or floors only, and will return access openings to a rough finish condition.  HSA dispatched a service request to M A Home Improvements to repair the drywall in the ceiling to a rough finish.  Ms. W[redacted] may contact M A Home Improvements at 931-302-4067 to discuss scheduling an appointment to repair the drywall.    A trade call fee is rightfully due from customers for every trade call request, in accordance with Section D-3 of the warranty plan.  Therefore, the trade call fee in the amount of $75 was rightfully paid by the customer to E & K Contracting for the plumbing request.  An additional trade call fee is not due for the service request dispatched to M A Home Improvements.  In light of the customer’s dissatisfaction, HSA agrees to refund the trade call fee.  Ms. W[redacted] will receive this refund by check in approximately thirty days.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.     Kimberly Tiffany      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401 Fax: 901-597-0430 Email: [email protected]

The homeowner was contacted by a supervisor and was reimbursed $2044.00.  The second check was mailed out on 5/1/15.

[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]

April 11, 2017         [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted]; HSA Plan No. Unknown; 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.   Please be advised that HSA is not able to locate a warranty plan with the information provided.  When the customer has provided additional information, including the warranty plan number and covered property address, HSA will further address this matter.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.       [redacted]      Customer and Regulatory Claim Resolution Specialist P.O. Box 727, Carroll, Iowa 51401

February 20, 2017   Ms. [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214                             ...

RE:      [redacted] R [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 36 0001116014                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated February 13, 2016, advising of the above referenced complaint.  The letter has been forwarded to me for review and response.   HSA does apologize for Ms. [redacted]’s frustration regarding the oven claim. I have verified that HSA did offer to reimburse Ms. [redacted] up to $1,054.93 for the replacement of the oven in May 2014. HSA is currently processing the check for the offered amount of $1,054.93. The check will be payable to the plan holder, [redacted], and will be sent the [redacted] Drive, Youngstown, Ohio 44514.  Ms. [redacted] will receive the check in approximately fourteen to twenty-one business days.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

February 3, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          David (R[redacted]) R[redacted], Revdex.com Case ID No. 11957201; 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 has authorized Sneed Electrical & Appliance Service to replace a faulty lower oven relay board.  The service contractor was unable to locate the replacement part and has requested that AHS order the replacement part necessary to complete the covered repair.  Section F-9 of the HSA plan states 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.  However, in an attempt to amicably resolve this matter, HSA will reimburse the trade service call fee that is normally due.  David and R[redacted] can expect to receive a check from HSA in the amount of $75.00 in approximately 21-28 business days.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   Lori Nelson 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. I would like the know the manner by which the deductible will be refunded to me.
Regards,
[redacted]

The customer has been made aware that they owe the $75.00 service call trade fee in order for services to proceed further.  Thank you

HSA apologizes for the long hold times the homeowner has experienced.  HSA called the homeowner to have the non-covered charges approved on 10.29.15 and left a message to call back.  An associate will be contacting the homeowner to discuss shortly.

[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]

March 17, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:          [redacted], Revdex.com Case ID No. [redacted]; HSA Reference No. 187459392   Dear [redacted]:   HSA is in receipt of your letter dated March 10, 2017, enclosing additional correspondence from Ms. [redacted].   Per my previous correspondence dated December 23, 2016, in order for me to fully and fairly review this matter, please advise Ms. [redacted] to forward a copy of her paid invoice to my attention via fax at 1-901-597-0430, or via email at [email protected].  The invoice should describe what mechanical failures were found with the furnace and itemize the work performed and the total costs incurred for possible reimbursement of any covered charges.  Once I receive and review the requested information, I will advise you of HSA’s position regarding this matter.   Thank you for your consideration.   Sincerely, HOME SECURITY OF AMERICA, INC.   Customer and Regulatory Claim Resolution Specialist