Select Home Warranty

Mr [redacted] spoke with the customer and the customer requested to have their warranty cancelled. We will be cancelling the customers warranty at a pro rated discounted rate and have agreed to wave their cancellation fee. Cancellation is currently processed and a check will be mailed out to the customer...

shortly.

On 9/16 customer placed a claim for the dryer, we assigned[redacted] and were told they would be able to service the customer. We dounderstand that there was an issue with the area [redacted]  serviced, after they accepted the work order. We then secured [redacted] and they were...

not able tomake the appointment.  On 9/25/2014 we wereable to secure and confirm that [redacted], and went to diagnose therepairs needed.Once we received the diagnostic we reviewed the repairs andagreed the repair was not cost effective, due to needing a main board ad in thefuture there would be more repairs needed and offered the customer cash in lieuof the repair, in the amount of 175.00.See Below:8. Select’s Option. Selectshall have the sole and exclusive option to:(i) Select theSelect Service Technician to perform repair and/or replacement services;(ii) In the event acovered system or appliance is deemed irreparable or it is not cost effectiveto repair, Select may replace the system or appliance with a builders grade systemor appliance of like capacity, the price of which shall not exceed thedepreciated value of the system or appliance being replaced;(iii) In lieu of replacinga system or appliance that is deemed irreparable or it is not cost effective torepair, said determination being made by Select, Select may choose to pay acash settlement for the irreparable component of the system or appliance.Select is not responsible for installation. The cash settlement shall be in anamount not to exceed the depreciated value of the component/appliancebeing replaced;(iv) Select themanufacturer, make and model of any replacement parts used in the repair of thedefective system or appliance; and(v) Obtain a secondopinion with regard to the cost of replacement without any additional cost toYou. Select Home Warranty has handled the claim for the dryerwell within our Terms of Agreement, which the customer signed and reviewed.We are more than happy to pay out 175.00 to the customer andresolve this matter and continue to provide service for all the customers’future needs

Select has fraudulently denied our claim. The company is very corrupt and the only way to resolve this issue is via court.

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 still want it noted that the company tried to switch our contract and use a newer contract against us.  It took me way to long to fight with the company.  I think they used a dishonest practice trying to send me a newer contract that I had not signed up for.  This should be followed up!Also, it is 8/10/15 and I have not received my check yet.  They still have yet to get me my 1500.00 per my agreement.

The reimbursement already went thru on the card. The customer can call the card issuer and they will send the check.

Complaint: [redacted]
I am rejecting this response because: This is not a fair response due to the fact that Select Home Warranty is using unlawful and deceptive trade practice to coerce homeowners into illegitimate policies. I will accept an offer of a full refund in the amount of $940 and my policy can be cancelled at that [redacted]e. 
Regards,
[redacted]

we spoke with cutomoer and explained the terms of the policy and offered the policy max for his claim. The customer elected to cancel and we have processed the cancellation for a pro rated refund.

We spoke with the customer and we helped him with his issue.

[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 WAS NOT satisfactory to me, BUT NONTHELESS I ENDED THE DISPUTE BECAUSE ITS EVIDENT THAT THEY ARE UNETHICAL. I SHOULD HAVE RESEARCHED THE COMPANY TO SEE ALL THEIR COMPLAINTS BEFORE I PURCHASED A WARRANTY WITH THEM. SO YOU ARE AWARE, SELECT WARRANTY LISTS THAT THY COVER AI CONDITIONING UNITS BUT THEN I THE FINE PRINT THEY ITEMIZE EACH COMPONENT WITH THE SYSTEM THEY DONT WARRANT SO THEY DONT REALLY WARRANT THE AIR CONDITIONING SYSTEM. THEY THEY PASS YOU AROUND TO DIFFERENT MANAGERS TO WEAR YOU DOWN. THE 4TH PERSON I  SPOKE WITH JAMAL WHO TOLD ME THAT THEY DECIDED TO COVER THE MAJORITY OF THE COST BU I WOULD HAVE TO WAIT 10- 21 DAYS~!!! MY ADULT SON WAS SO ANGRY HEARING ABOUT THIS, HE FOUND OUT WHO THE CEO WAS AND PHONED HIM AT HOME EXPRESSING HIS DISSATISFACTION WITH RIPPING OFF HIS OLD DISABLED MOTHER. TH CEO THEN HAD MR. [redacted] CALL ME WHO SAID ALL HE WAS WILLING TO DO WAS GIVE ME MY MONEY BACK WHICH IS ONLY 20% OF THE COST OF THIS REPAIR. WHO KNOW WHAT JAMAL WOULD HAVE SAID LATER IN 21 DAYS?? THESE PEOPLE ARE NOT TO BE TRUSTED. I WOULD NEVER AGAIN BUY ANY TYPE OF WARRANTY SINCE MY HVAC GUY SAID THEY ARE ALL THE SAME ---- RIPOFF ARTISTS. MY HVAC GUY WONT EVEN TAKE WORK FROM THESE DISREPUTABLE COMPANIES.  DO NOT BUY FROM SELECT WARRANTY~~!!! 
Regards,
[redacted]

There was never a claim placed for the refrigerator. the customer called on august 27 and placed a claim for a plumbing issue which we have covered for the customer. No claim was placed for a refrigerator. The customer replaced the refrigerator without making a claim or calling select. This is an...

unauthorized replacement and is not covered under the terms. Select has already paid out on 3 other claims that the customer placed according to the terms.

We did peak with the customer and we have credited back the last 3 payments.

[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.
Although I find it interesting that they check was dated 3-7-17 and it did not reach my mailbox until 3-20-17.  Their customer service is virtually non existent.
Regards,
[redacted]

We initially received the invoice from the customer and then requested proof of payment, the customer never set it in.

Customers cancellation request has already been processed. As soon as the check is issued it will be mailed out.

The customer has filed a dispute case(#[redacted]) with their credit card company that is currently under review.

Complaint: [redacted]
I am rejecting this response because:This organization is involved in shabby practices. They sent someone to my home only aftee the complaint to Revdex.com. They refuse to pay for any of the above stating that everything waa related to lack of maintenance. The first thing they did was bind me into a contract with possibility of no exit, took payment for next 15 months of warranty. I had to call atleast dozen time to have someone come to my home and then the servicing was completely rejected. Regards,

The customer was advised that the technician we had in the area was over booked, we gave the cusotmer an alternate option, which is to secure a local technician and have the tech diagnose the issue, let us know what the repair is and they would know whether it is covered or not before any repairs are made.The customer requested to cancel their policy when they were given that option, the cusotmer chose to cancel and this subjects them to the cancellation Terms of the Policy, the customer did not give us an opportunity to work on this matter or try and resolve the issue, they just wanted to cancel.The customer has been refunded per the Terms of Agreement that they signed, initialed and sent back to Select Home Warranty.

Complaint: [redacted]
I am rejecting this response because:
I have mentioned to Select Home Warranty that I hadn't lived in this house for up to a year when I filed this claim, so it is not possible for me to have 3 years of maintenance records as they are requesting. The repair cost estimate is over $2000 (parts and labor), so limiting my coverage to $150, with the basis being not having 3 years of maintenance records (an impossible demand) is not acceptable. The same policy also states that these parts I'm requesting repairs for are fully covered, so why is Select applying a clause that clearly does not apply in my case (being that I have not owned the home for 3 years)? Note also that the $150 mentioned have not been paid. The only way this dispute will be resolved is for Select to keep their end of the bargain and cover my repairs, which is mentioned under the policy as fully covered parts.
Regards,
[redacted]

On 03/06/2015 the customer was issued a refund back to their original credit card in the amount of 113.00. The customers original purchase date was 03/13/2014, we issued a pro-rated refund.

I am rejecting this response because: It is false.They incorrectly diagnosed the "problem" as a freon leak, which is was not, without sending a trained technician to check it out. For this reason I am requesting a full refund of $580. I am attaching email I received from the company on 7/18/15. 
Regards,
[redacted]   Policy Holder: [redacted] Policy # Dear [redacted],Thank you for submitting your claim.Hello, my name is Dwight ext ** and I have been assigned to your claim. We have processed your claim for policy #[redacted].After a Review of the diagnosis concerning the specific issue with your HVAC system, your unit does have a Freon Leak. It has been determined that your Policy Does Not Cover this issue, the HVAC sytem has a Freon leak and unfortunately Freon Leaks and Freon related issues are not covered by your policy. Please see section 6.3.6 of the policy agreement.6.3.6. Air Conditioning (Central). This Agreement covers the primary floor air conditioning unit of the covered home only, provided that the air conditioning unit does not exceed a five (5) ton capacity. This Agreement covers the following air conditioning components: (i) motors; (ii) compressors; (iii) condensers; and (iv) thermostats.This Agreement does NOT cover window, wall or zone systems or portable air conditioning units. This Agreement does NOT cover (i) air filters; (ii) Freon; (iii) Freon recapture; (iv) geothermal systems; (v) gas or propane air condition systems; (vi) air filtration systems; (vii) humidifiers; (viii) registers; (ix) grills; (x) stands; (xi) jacks; (xii) condenser casings; (xiii) pads; (xiv) vents; (xv) flues; (xvi) clogged lines; (xvii) condensation leaks; (xviii) mismatched systems; (xix) damaged ducts; (xx) improper wiring; and (xxi) improper piping;(xxii)freon leaks;(xxiii)damage caused by freon leak.The next step would be to have your HVAC repair/replaced by the technician sent to you by Select Home Warranty. You may send a paid invoice to [email protected], the review department will review this invoice for a possible courtesy reimbursement.Should you have any questions you may reply to this email or call me at ###-###-#### and simply enter my extension, I am here to answer any questions or concerns you may have.Thank you,Dwight ext **Customer AdvocateSelect Home Warranty