Select Home Warranty

Unfortunately, the customer is not eligible for a full refund as they purchased their contract in August 2016. If the customer would like to cancel their contract we can proceed with cancellation according to section 13.2 of their contract. Please let me know your decision so that we may proceed accordingly.

I am rejecting this response because:
I claimed on 2/13/2015 and “Select” secured [redacted] Mechanical for repair.      Requested “Select” couple of time to find some technician ASAP, because it was one of the coldest time the year (~16 F); severeweather alert was announced and 2 toddlers were staying with us.        [redacted] is 20 miles away from my home and they hold 1 out of 5 star customer rating. I could easily find minimum 5 repair company with5 star rating within 10 miles zone from my home.     [redacted] appeared on 2/15/2015 at around 3:00 pm after calling them multiple times( just after 54 hours of heating outage).       Technician found some defective parts, and wanted to get approval from “select” before start his job.      I requested him to talk to “Select” that time, but unfortunately “Select” approval department was close on Sunday (2/15/2015)     Next morning (2/16/2015) I called directly to the technician but he refused to do anything because “Select” wanted moreinformation what “Select” already mentioned in their report.When I took the “Select” home insurance their sales department didn't mention that I need to hire people to maintain all the equipmentwhich they will cover for repair. Though we take care of our appliances regularly and [redacted] technician clearly told SELECT that was not a maintenanceissue. Actually it was SELECT’s excuse to by-pass our claim.    I had warranty with “Old republic” and they fixed my issues without asking for maintenance record. IT WAS MY MISTAKE TO BELIEVE “SELECT” SALES PERSON AND TAKE THEIR SERVICE.    Also “Select” suggested me to find someone to take a picture of the heating equipment which is on the crawl space (outside temperature was roughly 16 F and ICE everywhere- not snow)      If picture was so important, they should let the technician know before sending them to customer’s house. Actually Select works with some under graded 3rd party whom they cannot even trust. If itwas a local company, they might come back in the morning to take pic and wait for SELECT’s response, But this [redacted] guy who came from 30 miles away to look at the issue, refused to come back again for talking pic and again for fixing it.        I was in the office, and my wife was taking care of 2 toddlers along with one 14 years old sick boy at home. “Select” suggested at around 1:30 pm to me (when I called them to make the process faster, becausemy family was completely broke by that time) to send my wife at crawl space to take pictures of the equipment which she had no idea about.  At that time “Select” confirmed, based onthose pictures “Select” review board would make a decision for the next steps or they would REIMBURSE maximum of $100.00 for the repair. I requested the claim department to shoot an email with their verdict which they promised but never sent.   I learned again about “Select”’s business policy. They did the same thing when I requested them to fix garage door. I paid the full amount to the technician and sent the receipt to “Select”.  “Select” didn't pay me as they promised that time.       Another big snow storm was about to start from the same evening (2/16/2015). NC people started panicking, and national weatheradvisory was declared everywhere (my office also was closed at 4:00 pm for safety).  As a responsible man I made a quick decision (took roughly 78 Hrs) to call that low graded technician ([redacted]) again to fix the issue. Because there was no time to call another technician. He fixed the issueat around 10:00pm. I SAVED my family from the 42 F home temperature roughly after 84 Hrs. Due to the horrible weather when people were stuck at home (office, school, restaurant…everything were closed)thanks to my wife for cooking for us at that temperature. Good news is that, all 5 members of my family survived though there were sick for few days.As a responsible person it’s my duty to let all people to know about “Select”’s FRAUD and RUTHLESS business policy. They don’t care about their customer, come up with some SHAMELESS response with INCOMPLETEINFORMATION.   Hope “Select” will not dare to give any false response, because I have recorder the conversation between me and the claim department agent, and made him aware of that. Since I can’t expect email copyof what they promise, I had to end up recording our conversation to keep the record.       ALSO, I requested “Select” to cancel my service on the same date (2/16/2015), but still didn't get any update (after 4 weeks).As per their claim department I was supposed to get a call within 2-3 business day (2/18-2/19) from their cancellation department. I will never stop spreading against Select”’s FRAUD business policy. Thanks to Revdex.com, and I am expecting their help to give me and others a proper justice.

The customer was already refunded the $156 accidental overcharge on 7/6/17. They can contact their credit card company who can verify that the refund was already issued. With respects to the customers electrical claim they have already been approved for a $150 reimbursement towards their claim. We...

can proceed with the reimbursement as originally approved if they wish. I can have a reimbursement form sent to them right away so that their reimbursement check can be processed. Please advise at your earliest.

Select does not pay for a second opinion as stated in the terms section 8."(v) Obtain a second opinion with regard to the cost of replacement without any additional cost to You."

Please confirm if you would like us to process your cancellation request.

The customer canceled on 9/20/2016. Our refund policy states that it can take around 30 days to receive the check. We mailed the check on 10/14/2016 which is in the allotted time. The customer did not receive it yet so we offered to cancel the check and send the refund via [redacted] to speed it up. We...

have no control on the us postal service , the check was mailed on time. There is absolutely nothing fishy , we just offered [redacted] to speed it up for the customer. We will be happy to cancel the check and send the money thru [redacted] if the customer wants that.

Complaint: [redacted]
I am rejecting this response because: I received a call from [redacted] this morning who called in saying he wants to help me to resolve this issue and ended up...

being very hard and advised they will not help me with either my full refund back which is $399.99 or help me with fixing my Garage Door Opener or re-instate my policy. This company does not want to help its customers. I feel like badly screwed here by working with this company.. I am going through terrible trauma after each call.. I would like help to take this situation even higher and expose the non-cooperation and their distrust and unwillingness in helping their customers.. I strongly request for full FULL Money ($399.99) + the service fees paid to the technician $45 back to me...
Regards,
[redacted]

Select Home Warranty would be more than happy to resolve this matter, if customer would provide us with the time and/or day he was given authorization from our representative we can listen to the call.  If indeed we did give authorization and authorization number we will definitely honor the reimbursement.

I am rejecting this response because it is entirely incorrect.  First, I just spoke with the technician, *** *** of *** Heating & Air Conditioning.  Contrary to Select Home Warranty's representations, he never received any voicemails or other communications from SHW.  I have provided him with SHW's phone number and asked him to call, which he will do as a courtesy to me.  SHW can contact him at the phone number on the invoice I submitted: ###-###-####.Second, it is not accurate that our account "has been cancelled and there is no refund due at this time."  In fact, our home warranty expired more than six weeks after we submitted our claim, and we chose not to renew it because SHW has, for the second time, refused to pay out on a valid claim under our policy.  That does not void out the claim at issue in this complaint, which was submitted while the policy was in effect, and which SHW has been refusing to pay for the past two and a half months.We reiterate that we are entitled to payment of $165, which accounts for the $210 cost of repair minus SHW's $45 fee.

Complaint: [redacted]
I am rejecting this response because: Select is now telling us we have to pay for a third tech to come out and diagnose my ACCOUNT. This...

is unfair because the first take they sent improperly installed the transformer so it should not be my responsibility to get someone else to diagnose the problem. This is customer abrasion. The second tech even advised the previous person installed improperly and a new unit also should be installed. Select does not want to pay for a new unit that's what this is about. [redacted] is the second company they sent out that provided the attached diagnoses and pictures. The transformer was improperly installed by the previous independent company they sent call [redacted] I am not liable for paying for a third diagnoses when the HCEC group did a diagnosis showing the improper installation and recommended a new unit. Select is just doing everything in their power not to pay. The contact info for the last diagnosis is attached [redacted] ###-###-####. [redacted]. Chris was the technician who assisted me and he can provide any details you need. 
Regards,
[redacted]

We spoke to the customer and we helped him with this issue.

I finally received a check from the company to reimburse what I spent on thefridge repair and wanted to report that.

Complaint: [redacted]
I am rejecting this response because:  After having a proper plumming company come look at the current existing problem it is going to cost me $2,271 just to have the piping...

repaired then I am still going to need to have someone come out and repair the sheetrock, so I am looking at much closer to $3,000 for the total repair.  $200 does not come close to fixing the problem.  My original complain was a clogged drain, the contractor that was selected by the warranty company broke the pipe then abandoned the job leaving me with no sink and $3,000 in repairs.  I paid for a warranty for this exact kind of coverage.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I don't agree to this -...

I want the full funds of the contract which are $439.00 - why should I get docked 10% or $50?  You are the ones that supply the horrible service.  I have been without a washer and dryer for 3 weeks now.  Why don't you also pay me for laundry fees that I have  been paying for since I"ve been having to use the laundry mat machines down the road???   They are not cheap!  You're looking at another $35 a week for 3 weeks - that's another $100 you can add on to the bill.  This also happened last year when you repaired the refrigerator.  It took 2 months for service then another 3 months to get paid.  What a joke you people are!!!
Regards,
[redacted]

I am rejecting this response because: I have received no refunds on two of the policies. Furthermore I had to cancel the contracts for extremely poor service.  On top of lousy service they gauge the customers with cancellation fees.

We did speak with the customer and explained why his ac issue falls outside of coverage. We gave him his next service call for free as a good will gesture.

The customer unfortunately is not eligible for a full refund. The customer purchased their contract in June and requested to cancel in August. The customer has already been informed that they will receive the most current installment refunded which was already processed. As courtesy their $75...

cancellation fee was waived. No additional funds due at this time.

In order to file claims there is a 30+5 day waiting period. The account still needs to be active for a full 30 days before claims filed. The cancellation breakdowns are explained in section 13.2 of the warranty agreement (which is also available online at all times). The customers refund check was cancelled in accordance with section 13.2 of their agreement. No additional funds due at this time.

We spoke with the customer and assisted with the claim.

[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.Select has fixed the machine because I wanted to cancel the warranty service with them ,if that is what it takes why are they in business 
Regards,
[redacted]