Select Home Warranty

Sorry that I did not see the prior email.  However their response in incorrect.  They never told me the cost of the part until after it had already been replaced.  They told me that I needed approval to get my own technician because they had no technicians available and would contact me over the next few days to let me know when one would be available.  I explained that I could not be without hot water and asked for approval to get my own technician. They sent me approval by email.  They never told me that the technician should contact them to get approval once he had diagnosed the problem.  I spoke with their vice president of customer service and he said that they should have told me that.  They did not.  The warranty company asked me how old the hot water was and said since it is ten years old it is probably at the end of its life and should be replaced.  I never asked the technician to replace the unit.  He thought the same thing and replaced it.  They told me to get my technician to do the job, pay him, and submit the invoice to them.  That is exactly what I did.  After I submitted the invoice to them they said that I had never signed a contract even though I paid them.  They emailed me the contract as said I needed to sign this prior to reimbursing me.  I signed the contract and faxed back to them.  The next day they refused to pay and offered me $200.00 for the claim in the amount of 1875.00.  I told them that I had 3 days to terminate a contract and if they weren’t going to pay the claim that I wanted to terminate the contract and get my money back.  I haven’t heard from then since.

Complaint: [redacted]
I am rejecting this response because: I just now tried to call Mr. [redacted] and his voice mailbox is full and can't take a...

message.  This is another scam to look like they are being responsive but ultimately block any resolution for the customer.
Regards,
[redacted]

The customer is not eligible for a full refund. we will waive the cancellation  fee if the customer would like to cancel.

The customer has been informed on numerous occasions that their claim is not covered. When the customer initially filed their claim in February 2017 they were originally informed that the claim was denied. As a courtesy a contractor was dispatched for that claim. However, the same issue happened...

again and since this issue is not covered under our contract the customers second claim for their refrigerator has been denied. We will not be dispatching a technician for this claim as it is not covered. The original claim was not covered either and we dispatched at that time a one time courtesy.

Select Home Warranty will review the call and update the customer on the action we will be taking to resolve this matter

The customer was advised that leaks of any kind are not covered under the policy, the first diagnosis we received on 07/16/2015.The condensation line was clogged and the issue was not able to be cleared out by a HVAC Technician, as the unit does require maintenance regularly so that issues like than can be taken care of.The customer was advised that the issue is not covered and that they should perform maintenance on the unit, the customer then cancelled.See Below: 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 customer has been refunded as per the Terms of Agreement and we will issue a refund for the 45.00 as well.The condensation line was clogged and the issue was not able to be cleared out by a HVAC Technician, as the unit does require maintenance regularly so that issues like than can be taken care of.The customer was advised that the issue is not covered and that they should perform maintenance on the unit, the customer then cancelled.See Below: 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 customer has been refunded as per the Terms of Agreement and we will issue a refund for the 45.00 as well.The condensation line was clogged and the issue was not able to be cleared out by a HVAC Technician, as the unit does require maintenance regularly so that issues like than can be taken care of.The customer was advised that the issue is not covered and that they should perform maintenance on the unit, the customer then cancelled.See Below: 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 customer has been refunded as per the Terms of Agreement and we will issue a refund for the 45.00 as well.The condensation line was clogged and the issue was not able to be cleared out by a HVAC Technician, as the unit does require maintenance regularly so that issues like than can be taken care of.The customer was advised that the issue is not covered and that they should perform maintenance on the unit, the customer then cancelled.See Below: 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 customer has been refunded as per the Terms of Agreement and we will issue a refund for the 45.00 as well.The condensation line was clogged and the issue was not able to be cleared out by a HVAC Technician, as the unit does require maintenance regularly so that issues like than can be taken care of.The customer was advised that the issue is not covered and that they should perform maintenance on the unit, the customer then cancelled.See Below: 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 customer has been refunded as per the Terms of Agreement and we will issue a refund for the 45.00 as well.

Someone from our office spoke with the customer. A hard copy of the policy was already mailed to the customer. They should be receiving it within the next few days.

[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 have a letter from Jason [redacted] at Select Home Warratny indicating" The Issue is Not Due to a Rust / Corrision".They why are they refusing to pay the claim?  Any rust that may have been on the old unit did not in any way impare the working function of the unit. As it was an outside unit there was bound to be rust on the cage that protects the unit but did not affect the coil or the comptessor. It had been inspected prior to purchasing the home and it was in proper working order.   Nine months later the unit failed and they are looking for any reason to deny the claim.  This is unacceptable.

The customer originally purchased this warranty on 09/01/2014, we have provided coverage for the duration of the policy, the customer is not entitled to a full refund, we will issue a pro-rated refund.

According to our noted Mr. [redacted] spoke with the customer on 8/7/17 and has provided them with the approval information. The customer was emailed their reimbursement form to sign. Please check your spam/junk inbox. If you do not see it there please let me know and I will have the form re-sent. If you do have it please respond once completed so that I may manually process your check.

Complaint: [redacted]
I am rejecting this response because: Called the phone number on the email...

Select Home Warranty on the attached letter to the Revdex.com.  The company stated they do not work with home warranty companies and they would have to bill us directly.  The electrician listed on this Selects response stated they are more than an hour away and have no idea when they could dispatch anyone that far away.  The Electric Doctor also stated they would call us back yesterday (Thursday Aug. 10) and this also did not happen.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
This is a quotation of policy not a written explanation of how select home warranty determined the claim payment.  No specifics addressing how depreciation was determined(specifics).  Appears to be an arbitrary claim payment  I don't think my request is unreasonable  Additionally, the policy language you quoted does not address the request for reimbursement for the $70 service charge  
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]

The technician that went out tot he home advised that there were improper repairs done to to the dishwasher that caused the failure and that we are unable to cover it at this time.We did advise the customer that they may have the repairs done and send in the invoice for a courtesy payment but we are...

unable to cover the repairs in full.If the customer would like to cancel they will be entitled to refund per the Terms of Agreement.

You have my original complaint.  Select Warranty gave me 3 different service names and finally the 3rd repair man showed.  I was treated with disrespect every time I called.  One customer service rep (He said his name was Mr.[redacted]) would not listen to me, he kept talking and would not even let me speak.  I asked to speak to his manager he said he was the manager.  I said he must have someone above him he said he did but he said I could not speak to him.  I called back and spoke to[redacted].  [redacted] kept pronouncing my name wrong on purpose.  I kept correcting him and finally he said "whatever" the last time I corrected him.  I was lied to about when my service people were coming and had to take off work several times.   Not only did I pay for this warranty I also paid $45.00 to the service man that finally showed and still have nothing to show for my money.  I just want my money back and to be done with this horrible company.  
Below I have cut and pasted from the service agreement that I signed ...
 
6.2.6.  Clothes Washer/Clothes Dryer.This Agreement covers all modules, components and parts of the clothes washer and clothes dryer necessary to the functionality of the clothes washer and clothes dryer. This Agreement does NOT cover any damages made to clothing as a result of being washed and/or dried by the covered clothes washer and/or clothes dryer.  This Agreement does NOT cover the following list of modules, components and parts relating to the clothes washer and clothes dryer:  (i) dispensers;  (ii) clogged drains; (iii) clogged lines; (iv) clogged ducts and/or clogged venting;  (v) rinse aids
 
This is what Select Warranty promised and I did not receive this service. It has been quite some time since my dryer needed service so I had to take care of it myself as I have 5 kids and cannot live too long without a dryer.  I would just like my money back.  I have not placed any other claims with them.

The customer contacted us on 01/04/2014  regarding a reimbursement he was owed for a reimbursement for 57.00, which was credited directly to his card on 11/21/2014.  The customers policy has since been cancelled since 02/2014 and his additional policy for [redacted] lapsed...

in May 2014.   There is nothing owed to the customer at this time.

Unfortunately we were unable to refund the customers credit card directly as the initial charge surpassed our ability to refund directly to their card. A check has been issued and will be mailed out today to the customer.

Complaint: [redacted]
I am rejecting this response because:I have contacted Mr. [redacted] and confirmed that this company once again lied. Mr. [redacted] has not been trying to reach me. I am trying to get a call back from Alex W[redacted] regarding this issue. I have told Mr. [redacted] that if this judgement does not change, I will be doing interviews with local news networks to make sure this FRAUD of a company isn't used by others. It's also good for anyone that currently holds a policy to know the unreasonable requests they make when bigger ticket items need a lot of work or needs to be replaced. Their sales reps do not mention any of this during their sales conversations. Once again, this company is a FRAUD and anyone and everyone should stay away at all costs!
Regards,
[redacted]

The customer has been informed by a representative that their heat exchange is cracked which is not covered under their warranty agreement. No additional funds due at this time.