Select Home Warranty

The customer has a 150.00 cap on their garage door opener, we advised the cusotmer after paying the technician 45.00 they have a total of 105.00 left to be paid out on the claim.The customer was not satisfied with this response and requested to cancel their policy, the total amount of the job is...

187.43, after paying the 105.00 the customer would only have had to pay 82.43, they still requested to cancel.The cusotmer was issued a pro-rated refund on 09/07/2015 as per the Terms of Agreement, which the cusotmer signed and initialed and sent back to us stating that they agree to all of terms of the contract with Select Home Warranty.

We have refunded the customer $371. The customer charged back the remaining $194 through [redacted].  The customer paid a total of $565. The customer has received a full refund.

Complaint: [redacted]
I am rejecting this response because: As I spoke to Mr. [redacted] with SHW yesterday, I advised him we will probably never come to an...

acceptable solution for both parties. Each time Mr. [redacted] calls me he comes up with an unacceptable amount. First time on Friday it was $50.00, now its we will waive the cancellation fee. On Friday when they FINALLY got back to my emails and cancelled the policy, there was no mention of a cancellation fee. Now surprisingly its waved.  The reason I don't agree as the $750.00 they took from my was for an agreement that does not exist.  They sold me under false pretenses and to find out that the "agreement" we so called had was not even the agreement at all. I would like a refund for not receiving the coverage I agreed to back in August.  This company can't have it both ways. They can review the tapes and see what was originally agreed too.  The only acceptable resolution will be a full refund.  I do not find their business practices ethical nor do I find the way they handle customer service ethical. As I told Mr. [redacted] yesterday, I find their practices to be sneaky and very underhanded.  They enter you into these "Verbal" agreements just to change it on you when you actually need their services.  I want absolutely nothing to do with this company any longer and prefer all communication to be handled through Revdex.com.  Each time they call, its an insulting situation.  All has been told to Mr. [redacted] in my phone conversation with him yesterday. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
This does not resolve the issue....

 I received a call from Mr. [redacted] in the billing department of SHW on March 3, 2016.  He apologized for how this issue has been handled by the company.  He told me he would issue a credit to my credit card in the amount of $80.00 that day and that I would see the credit the next day.  As of today I still have not received the credit.  
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I think my statement about their business practices says it all.  To say they don't understand my complaint is ridiculous.  I am not asking them for a remedy.  The complaint is to let them know how I feel they run their business.
Regards,
[redacted]

Select Home Warranty would like to apologize to the customerfor any misunderstanding regarding his plumbing coverage.Our warranty covers repairs to the plumbing system thataffect the use of water in the home that a customer cannot repair themselves.On our website under plans it clearly states:Please...

take advantage of the Optional CoverageBelow:·        Pool·        Central Vacuum·        Second Refrigerator·        Sump Pump·        Well Pump·        Roof Leak·        Stand Alone Freezer·        Lawn Sprinkler System·        Septic System·        Ice Maker (InRefrigerator)·        LightingFixtures/Plumbing Fixtures·        Additional ACUnit(each)·        AdditionalHeat/Furnace(each)·        Addi...⇄ WaterHeater(each)·        Spa I have also enclosed a copy of the customers contract whichstates on the first page that there is optional coverage available for plumbingfixtures and that the customer has not selected any optional coverage.

Today, 22 December 2014 at 2:49:06PM CST I entered a “I do not accept response”.  I apologize for not including one additional item to this response, namely Select Home Warranty’s specific contract violation. On 19 December 2014 Select Home Warranty responded to the Revdex.com regarding my complaint with the following information:                “In the Terms of Agreement that has been signed by thecustomer it states:9.1.2. This Agreement doesnot cover any systems or appliances that have had previous repair or thatrequire repair or replacement as a result of improper installation, previousrepair, damage caused by any construction activity, improper wiring, inadequateor 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. Youare responsible for providing maintenance and cleaning by a licensed technicianon covered items to ensure continued coverage on such items. Select reservesthe right to request prior years (3) maintenance records and/or pictures,without proper maintenance records and pictures We have not breached our contract if the customer is unableto provide the proper maintenance as stated above.” The verbiage from contract paragraph 9.1.2 as provided to the Revdex.com by Select Home Warranty is FALSE and has been ALTERED by Select Home Warranty in their response to the Revdex.com in order to reject the prime detail of my complaint, i.e. breach of contract.  MY SIGNED CONTRACT READS AS FOLLOWS:  (verbiage highlighted in bold text is NOT included in my signed contract and verbiage highlighted in red text IS included in my signed contract).  Select Home Warranty has apparently ‘cut and pasted’ a legal form.  I have attached a copy of my signed contract to substantiate this: 9.1.2. This Agreement doesnot cover any systems or appliances that have had previous repair or thatrequire repair or replacement as a result of improper installation, previousrepair, damage caused by any construction activity, improper wiring, inadequateor 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. Youare responsible for providing maintenance and cleaning (THIS NOT INCLUDED IN MY SIGNED CONTRACT:  “by a licensed technician”)on covered items as specified by the manufacturer to ensure continued coverage on such items. Select reservesthe right to request maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $250.00.  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, valves. (THIS NOT INCLUDED IN MY SIGNED CONTRACT:  “to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures) Should you require additional information, please do not hesitate to contact me.

Select Home Warranty has spoken with the customer on numerous occasions regarding this matter, we are waiting to hear from him to know how he would like to proceed.We are not being unreasonable and we are more than willing to work this out but the customer must come to a decision and speak directly to Select Home Warranty.We have offered the customer 150.00 for the claim if he is not happy with the services of the Terms of Agreement he originally agreed to he may cancel for a pro-rated refund.Select Home Warranty, again is available to speak with the customer and has reached out to him, but, we cannot proceed if we do not know what the customer want to do going forward.

Per section 8.3 of the customers warranty agreement they have been approved for the maximum allowance of $200 towards their claim which was increased from the original $150. No additional funds due at this time.

I am rejecting this response because:Select Home warranty did not even read my last response at all because if they had they would have read that there were NO HOLES in my pipes and the problem with my well pump was the PUMP. The invoice from their tech they sent out states as such. The invoice they already attached. Select home warranty stated that they would do a secondary review after the repairs were complete and then pay if it was covered under my warranty. Once their tech was able to pull up the submersible well he was able to see the pump and the pipes. He discovered NO HOLEs in the pipes and he discovered the pumps impellers were broken causing very low to no water pressure to my home.  The problem I am having is Select Home Warranty is not doing the secondary review they said they would, they keep reverting back to the original diagnosis prior to the tech pulling up the submersible well pump and pipes to deny the claim. The issue with this is [redacted] the supervisor with Select Home Warranty [redacted] stated that they would do the secondary review after the work was complete and they have not. Also during this process with this company they have given me multiple reasons why my claim was denied, in the beginning it was because they only cover wear and tear not mechanical break downs- By [redacted] from SHW. After I read the contract again I found that not to be true and called them back and spoke with Dan team lead with SHW and he said oh no she would not have said that we do cover both. Then he came up with some other reason- the well casing, which they do not cover but had nothing to do with my claim at all. I spoke with their tech who had come to my property  and he said my well casing had nothing to do with the claim. Then it was I had my policy less then 3 months, I had to tell them when I started it in may. Now it is that I had holes in my pipes which their tech sent the invoice that I did not and I sent pictures of the pipes with NO HOLES in the pipes. So I know SHW is looking for anyway not to cover this claim. Fine. If they do not want to honor their contractual agreement then I would like a full refund of my policy.

A technician was out to the customers home for repairs on their ice maker. The technician was approved for $180 towards the customers ice maker repairs. If the ice maker is still not working after the repairs were made the customer must call the contractor back to the home to take a look....

Contractors work are guaranteed for a certain period of time. No additional funds due at this time. If this customer wishes to proceed with cancelling their agreement they will be cancelled per section 13.2 of their warranty. They are not owed a full refund as they purchased their contract in 2016.

Select Home Warranty has spoken with the customer and we have refunded the policy in full to their credit card.. Please see attached receipt.

The customer received a $155 reimbursement towards their refrigerator claim on 5/29/17. Since the customer had originally filed their claim with our office for the refrigerator within the first 3 months of coverage they received the maximum allowance and are capped out for any future refrigerator...

claims. In addition, when the customer contacted our office and filed the new refrigerator claim  they specifically stated that the issue originally began when they moved into the house in January which is when the policy was paid for.Since the issue began before the policy effective date that claim was denied. During the same call the customer proceeded to file a claim for the stove. When asked when did the issue begin the customer informed us that the issue began since they moved into the house which again is denied as the issue began prior to receiving payment. All our calls are recorded for monitor and training purposes. We confirmed this information again today when listening to the recording from June 26 when the customer filed the refrigerator and stove claim. The customers claim for the refrigerator and stove have both been denied. No additional funds are due at this time.

The issue is not with the policy as with the the customer was unable to provide the required documentation, as the policy was transferred over we do ask the customer please review the Terms of Agreement.

[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 am still waiting for the invoice from the heat and air company so that I can submit it for reimbursement.
Regards,
[redacted]

We will expedite the customers second reimbursement check. As soon as the check is printed we will have it mailed out right away. With respects to cancellation of service, if the customer wishes to proceed with cancelling their contract we will do so per section 13.2 of their signed warranty...

agreement. The customer at this time is not eligible for a full refund as full refunds are issued within the first 30 days of purchase. Please confirm if you wish to proceed with cancelling your services. No additional funds due at this time.

[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, I would like it noted that this company has unacceptable customer service. 
[redacted]

Complaint: [redacted]
I am rejecting this response because:Maintenence had nothing to do with the compressor internal failure.This is their way of denying legitimate claims.I serviced my AC myself cleaning coils and freon as my expertise in HVAC in the past every six months. What if I just purchased the property? No records would be available. This Company is a SCAM Stay away and check out your company throughly before paying anyone especially these people.
Regards,
[redacted]

The maximum approved allowance on the customers claim is $150. Per the diagnosis received the parts needed replacing are considered fixtures which the customer does not have coverage for. The customer was originally approved for $130 which is towards the snaking costs but we went ahead and increased...

it to $150. If the customer wishes to add the plumbing/fixtures coverage we can have that added on for an additional cost which would give this customer coverage for all future fixture related claims. No additional funds due at this time.

That is incorrect. If the customer wants to continue with cancelling services we will proceed per section 13.2. Please confirm if you wish to cancel services.