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. how will this credit get issued to me?
Regards,
[redacted]

February 8, 2017
 
Ms. Stacy [redacted]
Revdex.com of Wisconsin
10019 W. Greenfield Ave
Milwaukee, WI 53214
                           
RE:      Karen E. [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 3, 2017, regarding the
above referenced complaint. 
 
I have reviewed Ms. [redacted]’s invoice
for the replacement of the refrigerator. HSA admits no liability for the
replacement; however, in order to amicably resolve this matter HSA is
reimbursing Ms. [redacted] the replacement cost in the amount of $1,452.96.  Ms. [redacted] will receive the check in the amount
of $1,452.96 in approximately ten to fourteen business days.
 
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
Marcy
[redacted]
Customer
& Regulatory Claim Resolution Specialist

The first claim for the microwave was filed on 4/8/15 and the cupler and smart board were replaced and the deductible was paid by the homeowner.  The next claim was for the microwave was filed on 5/4/15 as a potential recall and the deductible was not paid and replaced the smart...

board.  On 11/2/15, a claim for the microwave was filed.  Potential recall claims have to be filed with 30 days for labor or 90 days for parts and the 11/22015 claim is outside those parameters.  The deductible for the 11/2/15 claim would be due.

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

RE:      [redacted]; Revdex.com Complaint ID No. [redacted]; HSA Reference No. 187303372                         Dear Ms. [redacted]:   Home Security of America, Inc. (“HSA”) is in receipt of your letter dated February 17, 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 leak claim.  On January 25, 2017, Ms. [redacted] placed the service request and HSA dispatched Action Rooter, Sewer and Drains LLC to diagnose the leak problem in the home. On January 27, 2017, the technician reported to HSA that the sewer line was leaking due to normal wear and tear.  HSA approved the repair of the line.   On January 30, 2017, Ms. [redacted] advised HSA that the technician with Action Rooter, Sewer and Drains LLC made an access opening to repair the leak. Section F-5 of Ms. [redacted]’s HSA plan provides that HSA will pay to provide access to plumbing and ductwork systems through unobstructed walls, ceilings or floors only, and will return the access opening to a rough finish condition. In order to resolve the matter HSA dispatched JLM Services to repair the access opening to a rough finish.   On February 10, 2017, Ms. [redacted] advised HSA that JLM Services could not complete the repair of the access opening.  HSA confirmed with JLM Services that a fitting from the sewer line was sticking out and the technician could not complete the repair of the access opening.  HSA advised Action Rooter, Sewer and Drains LLC of the issue and was told that Action Rooter, Sewer and Drains LLC would schedule a service appointment to examine the matter.   It appears that Ms. [redacted] has not heard any further from Action Rooter, Sewer and Drains LLC. In order to resolve this matter HSA had dispatched a service recall to Action Rooter, Sewer and Drains LLC to complete the repair of the sewer line.   HSA does apologize for Ms. [redacted]’s frustration regarding the matter.   Thank you for your consideration.   Sincerely,   HOME SECURITIES OF AMERICA, INC.     [redacted] Customer & Regulatory Claim Resolution Specialist

January 18, 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 Reference No. 184669512
                       
Dear Ms. [redacted]:
 
Home Security of America, Inc.
(“HSA”) is in receipt of your letter dated January 11, 2017, 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 water softener claim. 
On January 9, 2017, Mr. [redacted] placed the service request and HSA
dispatched Merles Water Corporation to diagnose the problem with the water
softener.  On January 11, 2017, the
technician reported to HSA that sediment/resin was coming through the liner of
the housing for the water softener. 
Section E-2 of Mr. [redacted]’s HSA plan provides that repair or
replacement of the water softener necessitated by mineral beds or deposits are
not covered.  Therefore, HSA rightfully
is not responsible or liable for the repair or replacement of the water
softener.
 
However, HSA’s Account Executive for
the area had the matter reviewed and found that the failure was due to normal
wear and tear.  HSA overturned the denial
of the water softener claim and advised Merles Water Corporation to proceed with
the repair of the water softener under the HSA plan on January 11, 2017.
                                     
Thank
you for your consideration.
 
Sincerely,
 
HOME
SECURITIES OF AMERICA, INC.
 
 
[redacted]
Customer
& Regulatory Claim Resolution Specialist

HSA apologizes for the long hold times.  The claim has been approved and is moving forward toward the replacement of the compressor and the homeowner has been advised.

[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]

[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. Please have [redacted] contact me as soon as possible to schedule a service call.
Regards,
[redacted]

The homeowner cancelled the contract on 11/3/14 and needs to sign the cancellation letter and return to HSA.  The refund will be processed once the signed cancellation letter is received.

The $75 deductible is due on the 8/3/14 claim that was filed as no failure was found by the technician.  The claim that was filed on 8/5/14 has been set up as a potential recall.  If an approved failure is found, then the deductible will be waived.

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 the business, but not the consumer.  I would like to thank the Revdex.com for following up on this matter, but in the end a resolution will not be reached.  HSA does not return phone calls or emails in any fashion to find a resolution.I will consider this matter closed also, as I have to possibly do business with this company for another 10 months.  I can only hope I have nothing else break with in my home and will tell everyone I know in person and social media about my experience with HSA
Regards,
 
[redacted]

HSA is dispatching another vendor for a second opinion.  The  homeowner will need to call [redacted] at ###-###-#### to schedule the appointment.  HSA will waive the $75 deductible for the second opinion vendor to come out to the home.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...

resolution is the only one HSA will provide at this time. I will wait for their phone call and hope that they will resolve my complaints. HSA has very poor customer service. Their representatives are inadequately trained.  I can only hope that an educated representative will call me back in a timely manner.  
Regards,
 
[redacted]

HSA apologizes for the customers claim experience.  If they could attach a pdf copy of their paid receipt for services performed , a Supervisor will review for potential coverage under the warranty.  HSA dosed not offer coverage or reimbursement when a customer goes outside the...

network. However, we will review the information and get in touch with customer after further review.  Thank you

HSA has approved full system replacement and the homeowner has approved the non-covered covers.  This equipment has been ordered and the vendor will contract the homeowner once they have a equipment.

HSA was not given the opportunity to have a preferred vendor come out to the home as the repair was already completed when the homeowner called HSA.  HSA is open 24 hours a day, seven days a week for homeowners to contact in the event there is an emergency failure  HSA would adjust the...

pricing to what the preferred HSA vendor would charge for that repair.

HSA is refunding the deductible due to the inconvenience the homeowner has experienced.  Approval for the repair was given on 5/20/15.

March 7, 2017   [redacted] Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   RE:       [redacted] & [redacted]; HSA Plan No.[redacted] 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 Mr. and Mrs. [redacted] have experienced.  I have reviewed HSA’s records with regard to the plumbing issue.  On November 18, 2016, service was requested for several plumbing issues and the request was dispatched to Assurance Plumbing, L.L.C. to diagnose the issues.  Assurance Plumbing reported to HSA that the technician went to the home for the scheduled appointment but that no one was available at the home to allow the technician access to the house.  Therefore, Assurance Plumbing left a card requesting that the customers contact the company to schedule another appointment.    On December 26, 2016, service was again requested for plumbing items and the request was dispatched to Zoom Mechanical to diagnose the issues.  On December 26, 2016, Mr. and Mrs. [redacted] notified HSA to cancel this service request and it was cancelled.    On January 4, 2017, service was requested again for plumbing issues and the request was dispatched to Assurance Plumbing to diagnose the issues.  On January 13, 2017, Assurance Plumbing reported to HSA that an appointment had been scheduled for January 13, 2017, for the technician to arrive between 9 a.m. and 11 a.m.  Assurance Plumbing reported that the technician had arrived at the home at 10:45 a.m. and no one was available at the home to allow the technician access.    HSA has dispatched a service request to Jake’s Heating & Air to diagnose the plumbing issues.  Jake’s Heating & Air will contact Mr. and Mrs. [redacted] to schedule an appointment.  The customers may also contact the company at ###-###-#### to discuss scheduling.    Thank you for your consideration.   Sincerely,   HOME SECURITY OF AMERICA, INC.

HSA apologizes for the customers experience.  If the customer can attach a PDF formatted copy of their paid receipt to the Revdex.com a Supervisor will get it reviewed.  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,
Tom [redacted]