Select Home Warranty

We have spoken to the customer and have sent them a reimbursement form for their current claim. As soon as we receive their signed reimbursement we can process their check. We have also provided the customer with a waived service call fee on their next claim.

I am rejecting this response because:it was clearly the downstairs main unit never any confusion around what unit was broken.

Again we do apologize but the policy terms are clear and the customer has signed the policy agreement. We are more then willing to help the customer with any concerns.

Complaint: [redacted]
I am rejecting this response because:
I still haven't heard from Select Home Warranty. I would have assumed they would have sent me the release form by now. 
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 it was never about the Freon, as I had offered to pay for it, it was about the fact that for a full week I was provided wrong phone numbers to contact. Contacts that were not accepting assignments from Select Warranty. that alone speaks volumes. And even after I offered my credit card to pay the technician, he walked away offering to come back on Monday. This was Friday evening and this is Phoenix Arizona, kids in the home and 7 days without air conditioning. I'm glad to announce I contacted my own AC people on Saturday and all was back running by Monday at noon. I received an email announcing a refund I assume in full as I'm now out the $60 call.
Thanks I will accept that
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. It is unfortunate that it took a complaint to the Revdex.com to get any response from the company, and while I did not receive the amount I was seeking, I am glad the company admitted fault in the matter and was willing to refund some of my premiums. 
Regards,
[redacted]

Please see attached invoice received from the customers technician. Per the invoice received they replaced all cracked and chipped shingles above living room area. Applied roof sealer to expose all nail heads. The customer was already informed that per section 6.4.2 shingles are not covered under...

their contract. The customers claim was denied. No additional funds due at this time.

We did speak with the customer and will be getting a plumber asap.

Select Home Warranty processed a refund directly back to the customers' credit card on 07/17/2015

On 12/28/2014 the customer placed a plumbing claim for a hotwater pipe between their shower and tub that has busted, and the hot water hasto be shut off.  The customer used ortechnician, [redacted] Plumbing, he went out originally and advised us that theydid some repairs and the issue was...

resolved, on 12/31/2014.  The customer had the repairs done and sent in an invoice forrepairs and we advised we would review it, the invoices stated that the copperpiping had a leak and need to be repaired. We needed to get additionalinformation from the technician which is normal protocol.  The Technician [redacted] spoke with aManager on 01/09/2015 at 5:15 pm EST and stated the following:Spoke w/ [redacted]) he stated that the 3/4 inch mainwas completely blown, he stated that it was not common and that it wasseriously corroded. He also stated that the stand-up shower and the tub werebuilt back-2-back and that only way to initially fix the pipe was to completelyremove the tub.  [redacted] stated that he advisedthe customer that the tub could be removed or they could access the pipingthrough the wall between the tub and the shower (the spouts were installedback-2back) The customer agreed to accessing as it would be cheaper, he alsostated that the customer was aware that the wall would be unfinished and thecustomer would have to have it cosmetically redone. [redacted](tech) stated that inhis professional opinion that someone may have urinated on the piping due tocoloring of the corrosion(black green, which is more acidic) when the home wasbeing built or during the tub/shower installation.... This conversation was recorded and was pulled by Select HomeWarranty to review the technicians’ diagnosis. The copper piping did not bust due to normal wear and tear it bustedfrom corrosion.We discussed the diagnosis with the customer and advise duethe diagnosis being corrosion we are unable to move forward with the claim,being that corrosion falls outside of the coverage of the policy.

[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]

Per the diagnosis received Sediments are not covered under our contract. The customer was however approved as a courtesy towards the repairs of their claim which was $350. That is the maximum allowance we will provide for this claim as the customers claim is denied. They were offered a courtesy...

approval. No additional funds due at this time.

We did speak to the customer. Water heater leaks do fall outside of the coverage.  The customer requested to cancel. We have waived the cancellation fee for the customer.

Complaint: [redacted]
I am rejecting this response because:  This contract DOES NOT differentiate between Freon leaks due to poor connections or weak gaskets, and Freon leaks due to MAJOR COMPONENT FAILURE.  It is understandable that Freon leaks due to poor connections and weak gaskets are not covered. BUT, with modern A/C units that ARE NOT DESIGNED TO LEAK FREON FOR ANY REASON, Freon leakage is a first major sign that there is SERIOUS COMPONENT FAILURE! By excluding any and all Freon leaks as reason to deny a claim, Select Home Warranty are AVOIDING/ESCAPING their legal responsibility for warranty coverage of any component failure that would explain/ account for this Freon leakage. That is, they are making up an EXCUSE to not cover a repair that they would otherwise be legally responsible for repairing.  Freon leakage DUE TO A COMPONENT FAILURE DOES NOT mean there is a Freon leak, IT MEANS THAT SOMETHING ELSE IS BROKEN IN THE A/C!  And this "something else" IS SOMETHING THAT SELECT HOME WARRANTY IS LEGALLY RESONSIBLE FOR REPAIRING!  In these modern A/C units, Freon leakage is a SYMPTOM of dysfunction, NOT an explanation for this dysfunction! Relying on this contrived "excuse" to deny my claim raises SERIOUS QUESTIONS as to the integrity and veracity of this company as a home warranty provider.  If I were a cynical person, I would have to wonder if this were not some sort of intentional loop-hole built into the contract to allow easy denial of expensive repairs for which a home warranty provider would otherwise be legally liable for this expense.
Regards,
[redacted]

A technician has been assigned to the customers electrical claim. They should be contacting the customer shortly to schedule an appointment. Below is their information: Electric Doctor###-###-####

The cusotmer has been issued a refund per the Terms of Agreement directly back to their credit card as of 02/12/2016

[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.]   I have not received this so called reimbursement form.  I have told them that several times.  I will wait two days and if I don't get the form to sign, I will let you know.
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]

[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]

Select Home Warranty has addressed the issue with the claim, a technician was sent to the home and the issue was diagnosed

Please contact our office and speak with someone in the claims department to discuss further regarding what was approved for repairs.