![]() We appreciate the opportunity to review her case. We sent these details to ***************** via email correspondence,and she is welcome to follow up directly if her check is not received within this time frame. The deductible she initially paid for service was successfully refunded on April 3rd and returned to the card charged. Her payment has now been processed which should be received by mail within 7 to 10 business days. We will use this as a learning moment to provide coaching and feedback to any representative which may have mishandled her request or prevented her claim from moving forward. During our review,we found missed opportunities on our behalf. ***************** chose to accept the claim credit in lieu of the repair to put towards having her heat pump repaired by a service provider of her choice. Our records indicate ***** reported the issue as the compressor. We have reviewed the service request for her heat pump system in its entirety. We are in receipt of ******************* complaint and sincerely regret the efforts she had to take to get this matter resolved. ![]() We are here to serve you 24/7/365." BBB will continue to monitor and update the company's report as needed. If you need assistance from us, please call us immediately at 84. Our focus remains squarely on our customers, and we do not accept anything that compromises our efforts to provide best in class service on more than one million service events annually for our customers. This is not in keeping with our mission and we are sorry anytime we fall short. As a result of some of these technology enhancements, we know that some customers have not been fully satisfied. But as we add stronger technology solutions, we have, on occasion, experienced some technical issues bringing these programs online. These include more ways for our customers to communicate with us, including text messaging, a new online customer portal and claims system, enhanced phone support, and integration with Amazon's Alexa. During the last 12 months, we have been implementing a variety of new technologies and system improvements in pursuit of our digital transformation initiatives. We strive to never fall short of this goal. Our top priority has been, and continues to be, to provide our customers with the highest level of service and protect the investment they have made in their homes. On July 23, 2018, HomeSure of America, Inc.'s Chief Executive Officer, Steve Upshaw, shared the following response with BBB: "We are disappointed to learn about generally that the BBB has received. On July 18, 2018, BBB sent correspondence to HomeSure of America, Inc., requesting their voluntary cooperation in providing steps it will implement to eliminate the pattern of customer generally. was unable to provide their own service provider to evaluate and repair any issues. Some complainants are also reporting difficulty in obtaining promised reimbursements for payments they made directly to service providers they hired with the company's approval when HomeSure of America, Inc. ![]() to their request for service and/or delays in getting approval from the company to allow service providers to complete repairs. BBB files contain a pattern of generally from consumers that allege they experienced significant delays in receiving a response from HomeSure of America, Inc.
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