Home Security of America

HSA apologizes for the lengthy hold times that the homeowner has experienced during our peak call period The homeowner has an appointment scheduled with the vendor for today

HSA apologizes for the customers experience on the dishwasher claim AS of 01/22/the claim has been approved for the repairs on the dishwasher 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 There are several reasons why this is nowhere near an acceptable response1) Nowhere in my contract does it state that we are only allowed to use parts ordered by HSAAny technician could have obtained the part in a much more timely manner2) The delay in parts was due solely due to HSA's incompetence and negligenceFirst, I was told that the part would arrive on Wednesday, 3/When I called on 3/to follow up on this matter, it turned out that HSA had accidentally cancelled the orderThen I was told it would arrive on Friday 3/17, but it turns out that due to either the incompetence of HSA or due to their technician's incompetence, the part arrived to the wrong addressTo reship another part would again take 3-business days3) It is pure negligence to force us to stay without heat for days, including in the middle of a blizzard and below degree weatherThe reimbursement of is unacceptable and was not enough to keep us safe in such extreme conditionsAs per my contract, it says is HSA is unable to provide you a contractor, then they will accept a contractor outside of their networkAny jury would easily agree that if HSA was unable to provide me a contractor who could make the necessary repairs in a timely manner, I should have been able to seek a contractor on my ownAny other contractor (and I had contacted one for a second opinion) would have had the necessary gas valve in their truck and been able to fix it the same day, not days laterI hold HSA completely responsible for forcing me to suffer through extreme weather conditions, and I should be reimbursed for their sheer negligence4) This contract was written in bad faith, and left open to interpretation in a way that HSA is never obliged to honor the conditionsI spoke with a supervisor on the phone who said that the contract does not say the necessary repairs have to be performed in a timely mannerWhen I outright asked if it would be acceptable to perform the repairs months from now, they said according to the contract this is completely possibleThis contract was intentionally written so craftily that it can be interpreted by HSA to anything they wantFor these reasons, I am asking for a $reimbursement on my space heaters (as space heater was not enough to keep my home safe for days), $to refund my trade call fee (which had been promised by a supervisor named Erica in Georgia), and $for the suffering and distress intentionally caused by HSA's negligence ($for everyday past 3/that I was left in below freezing conditions) for a total of $ Regards, [redacted] ***

This company is a jokeI am very upsetOn Friday Sept 25, 2015, AMB appliances came to our home and all they did was add MORE freonKeep in mind they added freon back in Feb Freon should last over ten years! not less than ten months! Yes the fridge is cooling down for now, but in about a month or two it WILL break down againI know this because every two months we've had to have HSA send out someone to fix this fridgeEvery time we call, we have to wait over an hour to get a hold of a rep over the phone and get tossed around and no one cares to answer our question or to help us outEvery time we call they send over ABM appliances and AMB does not want to admit they cannot fix the fridge because they are afraid of losing HSA as a customerIt's time HSA does their job and replaces this fridgeWe are willing to wait until it breaks down again, but we request to have them state in writing that they WILL replace the fridge if it breaks down againPlease keep in mind that this fridge has broken down on us or times already and we have wasted so much money on foodNot only that, but we have wasted so much money on eating out and HSA refuses to compensate us for our meals or for the food that we have lostThey are being extremely hard to work withHSA also claims that they never put freon in our fridge, but we have a receipt from AMB dated back in Feb when they first came out for proofF

HSA ordered the correct style and tonnage, however the height with this compressor to too tall to fit in the unit HSA has contacted the vendor to assist in supplying the part as this will be a quicker remedy to this issue

September 7, [redacted] Revdex.com of Wisconsin WGreenfield Ave Milwaukee, WI 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 HSA does apologize for [redacted] ***’s frustration regarding this matter The records do not indicate that a service request has been placed for the refrigerator Should the refrigerator malfunction, [redacted] may contact the service department directly at ###-###-#### to place a service request With respect to the cooktop, it appears that the left back burner on the cooktop was cracked and Ansley Appliance Service, LLC was authorized to complete the covered repairs In the alternative, a cash reimbursement in the amount of $is available to [redacted] upon HSA’s receipt of a paid invoice documenting the repair and/or replacement of the cooktop The reimbursement amount represents HSA’s costs to complete the covered repairs With respect to the dishwasher, Ansley Appliance Service, LLC reported to HSA that the pump motor assembly had failed and needed to be replaced Unfortunately, it appears that there has been a delay as the service contractor has not provided HSA with a repair cost Therefore, in an attempt to amicably resolve this matter, HSA has authorized the replacement of the dishwasher The Purchasing Department will contact [redacted] directly to further assist with the replacement of the dishwasher and/or a cash reimbursement option [redacted] may also contact the purchasing department directly at ###-###-#### (option 3) for any further assistance regarding this matter Thank you for your consideration Sincerely, HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

HSA has been attempting to call the homeowner's service provider several times for both the a/c and water heater claim and left messages for them to call HSA back with diagnosis HSA has yet to hear back for either vendorUntil HSA can obtain the diagnosis from the service provider, HSA cannot determine approvability of the claims

HSA apologizes for the delays with the equipment order through the manufacturer HSA will refund the homeowner her $deductible as a service gesture The equipment has been and the vendor was notified of the pickup number They will be contacting the homeowner to schedule installation

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.They have stalled on this since June 30thHSA's vendor (Sears) told me the same thing my vendor said and that was that the part needed to fix this unit was unavailable HSA requested a second opinion which I got from a reputable appliance store which they will not honor Regards, [redacted]

The claim was approved and the reimbursement check of $will be mailed out tomorrow

The estimated time of arrival for the part is 9/14/15/ -9/15/ HSA apologizes for the delay in the part and based on what HSA found out the delay was from shipment of parts from the distrubtor The homeowner will be contacted to schedule the repair

I apologize for the difficulties you've endured through the claim processWith some appliance claims it is really difficult to gauge how long it may take for a repair to be completed, due to the need of sourcing parts and then sometimes they have to come from the manufacturerYour refrigerator happens to be a Sub Zero, a high end refrigerator that cost several thousand dollars, that had sealed system failuresOnce the parts were ordered we found the tech that was originally assigned had recommended someone more familiar with your refrigerator brand complete the repairs, as the repairs needed to the sealed system were extensiveWhen you contacted in, at the similar time that the vendor realized they weren't confident in completing the repairs, we had offered you $towards purchasing a mini-fridge or temporary fridge because you had told us you had food stored in ice bags around your kitchen as you stated in your complaint as wellOn (8/03/2016) you contacted in and you were offered the aggregate ($3000) that the warranty allows to pay out towards the replacement of a premium or professional series applianceAt that time you opted to use your own company for repairs, moving forward with the claim in that directionWe had approved you to have the repairs completed with your vendorSince then, the reimbursement shows it was accepted today (8/25/2016) and should be received by you in the mail in an unmarked Service Master envelope within the timeframe you were given (21-business days) from the time the invoice was sent in

The homeowner was advised that pricing would be adjusted to what HSA's affiliated vendor would have charged for the same repair due to the fact that HSA affiliated vendor was available to do the repairA supervisor spoke with the homeowner yesterday and explained the pricing adjustment The homeowner approved the non-covered charges and is proceeding with having their vendor complete the repairs

The name and address of the title company where the refund check was mailed to is [redacted] -- [redacted] *** The check was mailed out on 11/12/

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.]Based upon the poor service and neglectful behavior on the part of HSA in the past months, leaving my family with inadequate air conditioning for our home, causing my family stress and needless discomfort, I have no reason to trust HSA HSA continually focused upon the cracked heat ex-changer, for which there was no urgency to repair in the hottest part of the summer, but HSA repeatedly ignored the first and foremost urgency of repairing the hole in the freon line of the air conditioning unit.The service man "patched" the hole in the freon line after I pointed out that it existed Such patches sometimes fail to prevent further leaking of freon AND there is no evidence that there are not more than one hole in the freon lines Therefore, I ask that the Revdex.com keep this complaint open for another days to be certain this repair has been completed thoroughly and there are no other leaks in this system.HSA has failed repeatedly to be accountable without the presence of the Revdex.com in these actions Previous to the Revdex.com being contacted, HSA made statements, provided excuses for not providing proper service, made failed promises repeatedly, took no action to repair the air conditioning unit freon leak and generally ignored my complaints after placing me on several occasions on hold for one to two hours at a time The Revdex.com has motivated HSA to finally provide the service we have paid for I implore the Revdex.com to remain involved until September 25th, 2015, which is a reasonable length of time to determine if the leak has been repaired Regards, [redacted]

A customer service representative called the homeowner and the homeowner stated she did not want to proceed with the claim

April 25, [redacted] Revdex.com of WisconsinWGreenfield Ave.Milwaukee, WI RE: [redacted] ***, Revdex.com Case ID No [redacted] ; HSA Reference NoDear [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 responseHSA authorized the replacement of Mr***’s microwave as it was reported that the unit was no longer repairable Unfortunately, it appears that HSA was unable to locate a service contractor to install the new microwave and Mr [redacted] was offered a cash reimbursement in the amount of $125.00, upon receipt of a paid invoice from a licensed service contractor, for the microwave installation Section D-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 AHS position does remain unchanged In a final attempt to amicably resolve this matter, even though not liable to do so, HSA will reimburse Mr [redacted] the trade service call fee that is normally due Mr [redacted] can expect to receive a check from HSA in the amount of $in approximately 21-business days Thank you for your considerationSincerely,HOME SECURITY OF AMERICA, INC [redacted] Customer and Regulatory Claim Resolution Specialist

HSA apologizes for the long hold times in our peak timeThe customer did file a claim on line on a Saturday 11/30/@ 7:pm after business hours as a non emergency claim The Vendor would be contacting the customer on the next business day to schedule an appointment on Monday 11/30/ When it was brought to HSA's attention that the HSA affiliated vendors were not able to meet the needs of the claim within a hour business window, HSA gave the customer authorized choice to move forward with them locating someone sooner to get out to the home to obtain a diagnosis of the water heater to determine coverage HSA received the diagnosis on 12/01/and made full approval less the customers $deductible This is within standard guidelines per the terms and conditions of the contract and the deductible would apply against the claim and would not be refunded

HSA apologizes for the customer claim experience HSA has made numerous attempts to contact the customer but has not been able to reach them or leave any voice mail messages HSA would like to move forward with offering the customer authorized choice, for them to locate an alternate vendor for a service call out to the home A service technician must call from the home with the diagnosis to determine potential coverage HSA number ###-###-####Without prior authorization there may not be coverage on the claim 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]The technician didn't find anything wrong the second time because he didn't do his job well - clearly if all those parts were malfunctioning on the third, fourth, fifth, sixth visit There was something wrong he didn't see The ducts were cleaned (paid out of my own pocket) and determined NOT to be the problem I want a new furnace- the company that did the repairs has requested this as well Regards, [redacted]