Select Home Warranty

Complaint: [redacted]
I am rejecting this response because:  I spoke with someone at SHW and he declined to pay for the service calls saying I did not call the service approval...

department while my serviceman was hear in order to get prior approval.  I DID call SHW with the serviceman here in order to get approval but both times I was sent to voicemail.  The serviceman couldn't wait around to continue calling (after a couple of attempts) because he had other service calls on his schedule.  It should not be my responsibility to hold a serviceman here before he can even start the job if SHW doesn't answer the phone.  In both cases, the heating system & the hot water heaters needed to be repaired or replaced.  It was cold outside when heater wasn't working & we didn't have hot water when the hot water heaters went out.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My complaint was not about me not understanding the reimbursement agreement, my complaint was about the agreement being incorrect and needing to be rewritten by...

the company.  On the phone the person I spoke with said that the form was being rewritten, which I hope it is, but for them to respond to the Revdex.com in a way that makes it seem like I simply didn't understand the form is misleading.  I didn't need the reimbursement agreement "re-explained."  The person that called me regarding this today said to simply cross out any section in the form that I didn't agree with, and then to sign it and submit it.  I have signed and submitted the agreement so that I can receive my reimbursement, but the agreement still needs to be rewritten and the current one needs to no longer be sent out to their clients.
Regards,
[redacted]

The customer is in receipt of the check for 170.00, which we do apologize for the delay, in the matter as it was stated that the customer wanted tot cancel their policy, we did not want to send out the check and then process a cancellation.  The customer did not agree with the garage door claim...

at first, we explained that the customer can get the garage door opener fixed send in an invoice and proof of payment and we will send the check, we did honor that.We only took a while to send the check, again, because the customer stated they wanted to cancel, and we were waiting on finalization on how to proceed.

The customer received a refund on 12/29/2015 directly back to their card,

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.
We received the check from the business today.
Regards,

The $45 service fee was paid to the technician directly to obtain a diagnosis. We do not collect these fees. The maximum allowance we can provide this customer with is $150.

Please see attached customers contract. It clearly stated that the customer will be charged $199.99 in two installments. Please carefully read the second line after payment of $199.99 it shows payment schedule and then a number 2 which indicates it will be billed into two installments. In addition...

above all that it states the rate of $399.98 which is the premium total this customer is supposed to pay. In addition, on the same date the customer purchased their contract they ended up paying their entire balance in full. Enclosed is a copy of that transaction for review.This customers premium was never $199.99. We do not sell warranty contracts for that rate. This customer is not owed any funds as they paid the premium owed to Select at the time the warranty contract was purchased. No additional funds due at this time.

Complaint: [redacted]
I am rejecting this response because: This is totally false.  I reached out to them several times and they kept hanging the phone up on me.  Yes they did not reach out to me until this complaint was filed and why would I want to continue doing business with a company that hangs the phone up on you repeatedly and acts like its static on the line and hangs up on you then doesnt pick up the phone.  They also take claims then say the claim was never submitted.  Their business ethics is horrible and that did not handle the claim in the time stated in the contract therefore, They are in breach of contract.  I want nothing to do with this company and want my money refunded.  This is the only action that will resolve this matter
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].  The business called to offer me a refund of my $75 cancellation fee.  Please note this was NOT a full refund, however I have accepted this as resolution to my complaint. 
Regards,
[redacted]

The first check we sent on 6/23 was returned to sender. We have tried  to reach the customer to confirm the information but we had no luck. We will re-mail another check. If the customer would like money thru paypal we can do that as well

The customer at this time is not eligible for a full refund as full refunds are issued within the first 30 days of purchase. The customer purchased their warranty contract in 2016 therefore making them no longer eligible for a full refund. With respects to the customers microwave claim they were...

approved for the maximum allowance of $95. The customers plumbing & a/c claims were both denied as leaks are not covered under the warranty agreement. If the customer wishes to proceed with cancelling their contract we can proceed per section 13.2 of their warranty agreement. Please advise if you wish to proceed with cancelling you agreement. No additional funds due at this time.

The customer unfortunately is not eligible for a full refund as full refunds are issued within the first 30 days of coverage. The customer purchased their warranty in May and are only eligible for a pro-rated refund per section 13.2 of the warranty. Please advise if you wish to proceed with cancelling your contract. No additional funds due at this time.

Again, Select Home Warranty has already issued a full refund back to the customers card.

[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.  I...

have not received a phone call in almost a week.  This is acceptable.
Regards,
[redacted]

We have originally mailed a pro rated refund check on 3/15. The check was returned to sender on 4/19. We re-mailed it that same day. If the customer does not receive it within anther week we can reimburse them either thru paypal or back the credit card.

Complaint: [redacted]
I am rejecting this response because: Jermel, claims manager of Select Home Warranty approved my claim that has two problems that I reported to them and approved on August 11, 2017. He even mentioned that he approved the second job on Aug. 11, 2017 at 10:35 am and that it is covered 100%, but the plumber left already after 10 am on the said date. He then also told me that I can call the plumbing service to come back which I did and got a schedule that is Aug. 14, 2017, but Jermel failed to document everything he told me on Aug. 11, 2017 which I found out on Aug. 14, 2017. After the plumber also found out that it is still having pending approval, he couldn't do the job for second toilet so I verified to Select Home Warranty and I was placed on hold for an hour switching to several representatives until Jermel came to talk to me and talking on the phone continuously that I could not even get an answer from him about what he had approved on Aug. 11, 2017. He changed everything on the date of Aug. 14, 2017. Everything we have agreed and his approval for one claim that has two problems was approved on Aug. 11, 2017 and the conversation is recorded on their line.  I should only be paying one deductible of $60 which I already paid because they only gave me one claim for two problems and they approved it, but they are making a loophole as evidence of the failure of Jermel's documentation on Aug. 11, 2017 and wanting me to pay doubly instead for Aug 14, 2017.
Regards,[redacted] 
[redacted]

The customer electrical system needs an upgrade. Issue like this are not covered , please see section 10.6. Upgrades. This Agreement does not cover upgrades to any system or appliance.

[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.
I do want my complaint to be public to help others
Regards,
[redacted]

We have been trying to reach the customer with respects to obtain maintenance records in order to proceed with the claim. The customer is missing 1 year of records and...

we are trying to get in touch with them so that we can obtain these records. Once we receive the maintenance record that is required we can proceed with the review of their claim.

The customer had a claim that was not covered under the  terms. We have refunded $75 back to the customer credit card.