Select Home Warranty

Complaint: [redacted]
I am rejecting this response because: the subject of the claim is not a...

freon leak.  It is a broken indoor coil.  Select Home Warranty is incorrectly categorizing it as a freon leak to avoid funding the indoor coil repair.  This complaint will be moved further to the State Attorney's office of New Jersey citing consumer fraud based on state statute 56:8-2.2 Scheme Not to Sell Item or Service Advertised: The advertisement of merchandise as part of a plan or scheme not to sell the item or service so advertised is an unlawful practice and a violation of the Consumer Fraud Act of the State of New Jersey.  The correct resolution of this complaint is for Select Home Warranty to correctly categorize the claim as an indoor coil repair, as specified in the invoice provided to us by the service technician assigned by Select Home Warranty who investigated and diagnosed our HVAC system. 
Regards,
[redacted]

The customer has been informed that all of our technicians have no immediate available appointments. The customer has been offered to secure their own technician and provide a diagnosis but they are refusing to do so.

We did speak with the customer we have credited her back her last payment and waived the cancellation  fee.

We will send the customer a full refund via check.

The customer requested to cancel their contract in June. Since they were paying on monthly installments they were refunded the last installment paid when they requested to cancel their contract. The customer is not due a full refund as they purchased their warranty in February and are only due a...

full refund within the first 30 days of purchase. No additional funds are due at this time.

Complaint: [redacted]
I am rejecting this response because: I still did not receive the email they stated. Is it possible to send them an email and have them respond to my email?
Regards,
[redacted]

The customer disputed the charges with their bank on 12/14/17 at which point the customers contract was cancelled. At this time they no longer have an active warranty contract with us. No additional funds due at this time.

Complaint: [redacted]
I am rejecting this response because: i have zero emails and zero voicemails from this company since...

they sent me the check for they underwhelming amount o $87. They are lying. At this point I have also deployed to Afghanistan and no longer have voice connectivity. But up until 4 Nov (date of arrival) I had zero messages. To date I still have NO emails from this company.
Regards,
[redacted]

The customers claim has been approved for $153. The customer paid $198 for the repairs - $45 (customers deductible) = $153. A reimbursement form is being sent to the customer for signature. Once received we will be able to process the reimbursement check. If you do not receive the reimbursement form...

within 24 hours please let me know and I will have it re-sent to you.

The customer was approved for the policy limit for this claim. There are no more approvals  due at this time.  pls see section 9.1.2 of the termsSelect reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00.

The customer is not owed any money at this time , as previously stated in this complain the issue was not a covered issue

Complaint: [redacted]
I am rejecting this response because:  both were playing phone tag missing each other's calls. ..  Mr [redacted] agreed to give full refund.
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.
Regards,
[redacted]
I am relieved to have some proactive responses from SELECT HOME WARRANTY and TRANSOM MECHANICAL.  I LOOK FORWARD NOW to a repaired or replaced air conditioning system in my house  I have been most uncomfortable and frustrated for a long time.  THANK YOU, Revdex.com![redacted]

The customers contracts have both been cancelled per section 13.2 of their warranty. Their refund breakdown previously provided is accurate. Below is section 13.2 of the customers contract for reference: 13.2. Cancellation by You. You may cancel this Agreement within thirty (30) days from the Order Date of this Agreement, as set forth on the schedule page accompanying this Agreement. In the event you cancel within the thirty (30) day period, the You shall be entitled to a full refund if and only if, no service has been provided under the contract. After the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan cost. A $75 cancellation fee will be charged and any service costs incurred by Select Home service contract. Since the customer has stated that they received their refund check and reimbursement check accordingly no additional funds are due at this time.

I wanted to let you know that the account made good on my complaint.  Thank you very much for your help and input.  I really appreciate it.  I received my money yesterday.

Complaint: [redacted]
I am rejecting this response because:  I had a certified plumber on site that diagnosed the failure was an internal tank cracking.  This failure is NOT called out as an exception and the entire unit had to be replaced.  The policy covers water heater, as stated, and all internal components to make it functional. This needs to be covered.  Supervisor 'Brad' at extension [redacted] even offered me $150 and to waive the $60 claim fee as he admitted it should be covered.S[redacted] business, s[redacted] service, needs to be closed.  My realtor called and informed 'brad' that she no longer offers their warranty on home sales any more as she has had numerous instances where they have not covered a component under policy.  [redacted] can be reached at ###-###-####. [redacted]
Regards,
[redacted]

The customer has been informed on 5/12/17 that per the diagnosis of the technician valves need replacing. Per section 9.1.2 (see below) this...

is a non covered item: 9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity, power failures, power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is upto $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, knobs and buttons, door seals, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise, refrigerants, valves, dispensers,installation, electrical failures.  No additional funds are due at this time for this customer.

Complaint: [redacted]
I am rejecting...

this response because:
I signed a form agreeing to take $95 for my microwave claim because this was the only option to collect any money from select home warranty. In reality they arbitrarily  offer this on any claim they don't want to honor there contract on. You buy a home warranty so when you have a problem they come out to fix it. In Selects  policy they don't even send someone out and arbitrarily say its not worth fixing so here's $95.In my case I paid $265 to fix a $1500 microwave. $95 doesn't come close to the replacement cost. They can say the same about any appliance or ac unit in your house and not have to fix anything. The contact says nothing about paying only $95. It specifically states it will pay up to $500 for repair or replacement.  If select wants to pay only $95 on a claim they should state that in there contract and then nobody would ever buy there policy
Regards,
[redacted]

We are currently in contact with the customer regarding their roof claim. Someone from our claims department will be in touch to discuss the diagnosis provided to us by the customer.

We did send a plumber and the issue is not covered. There is no plumbing stoppage just a bad smell. This is not a covered claim.We have already gone above the policy terms by sending out a tech on a policy that hasn't become active yet.