Select Home Warranty

The customer was advised when he requested to cancel the policy that he will only be receiving the 2nd installment of $35. The customer was informed of this when he requested to cancel his contract. A refund for the $35 installment has been issued. The customer should be able to see that refund on...

his credit card statement within the next 2-3 business days.

On 7/14/14 Miss [redacted] placed a claim for her downstairs A/C unit was not working, the policy was not in effect as yet.  On 8/12/14 Miss[redacted] called back in to state that her upstairs unit was not working, we did advise that we are onlyresponsible for the primary floor...

(single) unit in the home.We do understand Miss[redacted]’ concerns with the additional coverage being made available to her and not having an issue withpurchasing it, had she known.Select Home Warranty does provide the contract and the Terms & Conditions for a customer to review and make any changes to the policybefore it comes into effect as well as to call us with any questions or concerns.See Below:6.3.6. Air Conditioning (Central). ThisAgreement covers the primary floor air conditioning unit of the covered homeonly, provided that the air conditioning unit does not exceed a five (5) toncapacity. This Agreement covers the following air conditioning components: (i)motors; (ii) compressors; (iii) condensers; and (iv) thermostats.This Agreement does NOT cover window, wall orportable air conditioning units. This Agreement does NOT cover (i) air filters;(ii) Freon; (iii) Freon recapture; (iv) geothermal systems; (v) gas or propaneair 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. At this time, Miss [redacted] has requested a refund and we are in the process of satisfying that request for the pro-rated amount.

We have already spoke to this customer and helped with the technician issue.

The customer requested a refund of all charges and this is what we have done. Once we have given a full refund the customer no longer has a policy and we do not handle any claims.

The customers primary A/C unit was approved for $250. The reimbursement form was sent on 10/16/17 and viewed by the customer on 10/17/17. I have re-emailed the form again to them today. Once signed we can reimburse them the approved $250 amount towards their claim. With respects to the customer...

secondary A/C unit their claim was denied as they did not purchase additional A/C unit coverage. Attached is a copy of the customers warranty. As stated in the warranty the customer did not purchase any additional options. In addition on the warranty it states that if the customer would like to purchase any additional coverage's they can contact our office. The customer did not opt to purchase the additional A/C coverage. Therefore, the customers A/C claim has been denied for the additional A/C unit as they never purchased at the time the original sale was made or called to add in the coverage after that.  Once we do receive the customers signed reimbursement form we can send them a check for the approved amount on their A/C primary unit.No additional funds due at this time.

The customer purchased the policy on 11/30/2014, with amonthly agreement of 49.08 for 12 months, the customer has paid a total of196.32 to date, and we have not charged any more payment for the month of April2015.  The customer has received coveragefor the months that they have paid for and no cancellation fee has been charged.  The customer is not entitled to a refund at thistime as they have paid once a month and received coverage for thosemonths.  We will not be charging thecustomer going forward

This customer is not eligible for a full refund. Claims were filed and services were received. Per the complaint the customer is acknowledging receipt of their refund check. Below is a breakdown of their refund which was processed per section 13.2 of their warranty: Charged 8 Months @ $45.00...

per Month = $359.99; Add Cancellation Fee of $75.00 = $434.99 ; Also Less Claims Paid/Owed of $0.00 ; Subtracted from original payment of $439.98; Totals a Refund of $5.00. Please note that there were claims paid out for this customers claim to technicians that was not taken out of the customers refund.  No additional funds due at this time since the customer has already received their refund.

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]

Select Home Warranty has been in contact with the customer, we are waiting for the customer to send in the invoice for the evaporative fan motor for review.

The claim has already been denied. Water heater and tankless heater are both classified together. The cause of the issue is not covered under the customers contract.

[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.]
Better Business...

Bureau:
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]

We did speak with the customer and helped with the issue.

The customer was advised that we listened to the sales call and there was no mention of the second unit, as well as we sent the policy to the cusotmer and on the first page it does state what additional coverage the cusotmer has, there was none listed.The customer did have time to review the...

policy and call Select Home Warranty if there was anything missing or it needed to be updated, the cusotmer review the c Terms of Agreement,signed it and sent it back.The customer requested a refund, it is being processed per the Terms of Agreement.

We did speak with the customer and they do want to cancel. We will waive the cancellation fee for the customer.

The customer has already been issued a full refund on their credit card. They can contact their credit card company in the next 2-3 business days to confirm that the funds were credited to their account.

Complaint: [redacted]
I am rejecting this response because:Please try and read the complaint, in full. The complaint is one complaint, but has more than one part. First the answer/description does not in any way describe "HOW" or "WHAT" the additional coverage does or how a customer is able to receive the coverage, "It just says a dollar limit". How would or could a customer be able to use it? Second, again read the full complaint; Select Home Warranty refuses to send a technician to determine the exact cause of a loss of Freon to my A/C system. Because it could be one of many components That are in fact covered, like the compressor, condenser etc... So with out the system being diagnosed, how do they know what the problem is. This is outlined in detail in my contract, yet they refuse to send a Tech (at a $45 service call fee I pay) to know the specifics. The complaint is that they will not deliver details of my "Additional coverage" and "They will not let the A/C system be diagnosed, a flat refusal to hold up their end of the contract.  
Third, The sales Rep "[redacted]" sold me the additional coverage claiming "It would cover any malfunction associated with Freon, so I agreed to it. Lastly, is the Revdex.com going to let the referenced company just list definitions, or are they going to try to attempt the have them honor the contract. Where is my technician to determine the exact A/C problem? Lets try and stay on point as to the contract and not just deliver vague definitions which avoids the actual question about contract adhesion. 
Regards,
[redacted]

Select Home Warranty advised the customer that thetechnician diagnosed that the Hot Water Heater had an issue with a ThermoCoupler that was improperly installed.  Thecustomer installed the part themselves and not the part is defective.We advised the customer that we are unable to cover...

thisissue, per the Terms of Agreement.See Below:9.1.2. This Agreement does not cover any systems orappliances that have had previous repair or that require repair made as aresult of improper installation, previous repair, damage caused by anyconstruction activity, improper wiring, inadequate or lack of capacity, powerfailures, power surges, overloads, missing parts, failure to properly maintain,failure to properly clean, neglect, misuse, corrosion, rust, sediment and anymodification to the system or appliance. You are responsible for providingannual maintenance and cleaning by a licensed technician on covered items toensure continued coverage on such items. Select reserves the right to requestprior years (3) maintenance records and/or pictures, without proper maintenancerecords and pictures the maximum payout on any system/appliance is up to$150.00. For example: heating and a/c systems require periodic cleaning and/ replacementof filters and cleaning of evaporator and condenser coils. Water heatersrequire periodic flushing. This policy covers mechanical breakdowns, it doesnot 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.The customer also purchased their policy on 05/27/2014, itnot go into effect until the end of June 2015. At this time the customer is not entitled to a refund as their policyhas expired.

The customers check has been mailed out already check #54464. No additional funds due at this time.

Complaint: [redacted]
I am rejecting this response because: I was never told or sent anything stating their policies first of all. Also it says in contract they cover parts and labor and I had to pay 151 for labor . Also they charged for the month of service and 37 for the part. Why did I pay for the month of service if I had to pay for part also? I ask specifically when I took contract out if they pay for parts and labor he said yes and if it couldn't be fixed it would be replaced and I would only pay the $45 deductible. I have had another home warranty for years and I always only pay deductible no matter what they did. That's why I ask that before I took this . I only switched companies because the man said they have repair people in lowell ,in that they use for repairs and that is close to home. He also said they would respond within 2- 6 hours after request for repair. I didn't hear from anyone for several days and after they called it was still a couple more days before repairman came out.  This alone is them breaching this contract and the false advertising they do also. I would like my refund for $151 I paid for labor and the $45 for the month or $ 37 for the part. I should not have paid for the part and the deductible . Also I didn't know about their cancellation policy being I didn't get a contract until after I complained. Thank you, [redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:none of the nonsensical jargon they stated, was disclosed prior to our purchase of the 
home warranty. I was lied to. Plain and simple. 
Regards,
[redacted]