Select Home Warranty

Complaint: [redacted] I am rejecting this response because:Select home warranty advertises in multiple places that their warranty covers/will replace any issues with the water heater. There policy clearly states:“"6.2.7 water heater. This agreement covers all modules components and parts of the water heater necessary to the functionality of the water heater."  First, Select said they do not cover mechanical issues. Mechanical Breakdown is defined as the inability of a covered part(s) to perform the function(s) for which it was designed. Your policy specially states it covers functionality. Like my attorney said, the policy either covers the functionality of the water heater (which it states it does) or it does not. It does not say “Except when…”[redacted], the people Select Home Warranty sent out to evaluate, even said ([redacted]) that he has never had a home warranty company not pay for the water heater when it leaked. Never. [redacted] is the expert, listen to him. He thought the double speak was ridiculous and a joke. My real estate agent Jesse also thinks it's fraud and a scam. He has never had a home warranty policy do this.Select will say they don't replace it when it leaks because they assume the leaking is being caused by sediment build-up This is not always the case. It could be defective or a mechanical breakdown. Not once has Select investigated the water heater to see why it was leaking.I called several other home warranty companies (i.e. Old republic, etc) and they all said they do replace the water heater when leaking. It's impossible to tell if a mechanical issue occurred without taking it apart. Old republic std policy is half of the platinum policy I purchased from Select (at $625 a year), and they cover leaking water heaters.The most common issue with a water heater is leaking... and they are almost always replaced when they do. Select advertises they cover the water heater ... and then 90%+ of the time they don’t. They find a line somewhere else in the policy to not cover it. Double speak and misleading, and at the worst, fraud and outright lies.Tthe policy states “covers all modules components and parts of the water heater”, it does not say “except when leaking. Why doesn’t it … people who are looking to buy the policy would see this and know that Select will refuse to cover it.Secondly, the section that Select Home warranty is talking about refers to the "water heater systems" ... and all components listed in this line “drains, flues, pumps, etc.) are outside of the water heater itself. It also does not say “leaks” but “leaks (v) pumps”. Leaks and pumps are not separated by a coma so they need to be combined. I would not expect Select to pay for plumbing leaks between the outside pumps, drains, etc. As you can see, Select is purposely interrupting the policy in a different way then it clearly reads.“This agreement does not cover the following list of modules, components and parts relating to the water heating system: flues, drain piping, pressure reducing valve, and leaks(v)pumps.The word “relating to” is defined as, “(to show or make) a connection between (two or more things)”, which asserts that it is the relationship between the separate items. If the leak had occurred between these items I would agree with this interpretation that it should not be covered. The leaking occurred from the actual water heater itself, not the connection between these items. This would make sense, since the detailed “water heater” requirements are covered by the (separate) line in the policy (, see 6.2.7). All items listed are external to the water heater (flues, piping, valve, pumps).  Revdex.com- would you not agree that this is misleading double speak? Advertise one thing and when you have an issue, they come up with a phrase from somewhere else in the policy to over-ride what it clearly states? If you are selling the policy you read it as it is written, but when you are scamming people you take creative liberties on how you interrupt it. Is this not fraud? Would you not agree that "“"6.2.7 water heater. This agreement covers all modules components and parts of the water heater necessary to the functionality of the water heater" is pretty clear? Wouldn't anyone getting this policy assume the water heater was covered? Why don't you say "covers all functionality of the water heater except when it is leaking? You didn't say that ... you said "ALL". Your policy does not say it does not cover “leaks”, it says “leaks(v) pumps”. These items are not separated by a coma, so they are connected together. That makes sense since the "system" specifically states thing outside the water- like an external pump.A leak means a component has worn out or broke and it not functioning properly. The policy says you "cover all modules component and parts of the water heater" dealing with the functionality. Regards, [redacted]

I am rejecting this response because: The company did not answer my original complaint. I have another $100 reimbursement for my hot water heater that has yet to be received even though the form was notarized and signed over a month ago. I'm asking that our contact with Select [redacted] Warranty be broken and our full amount be refunded so that we may go back to our old [redacted] warranty company that paid for repairs as needed.

Hello, Check #[redacted] was mailed to customer on 9/14/16 for $105.

Select Home Warranty is currently processing the customers request for a refund.

Complaint: [redacted]
I am rejecting this response because:This is completely unacceptable, they send a company out that doesn't even test the oven correctly and then state that I habe to pay a second company to come out and do the work that the company that they sent out refused to do. This is the worst customer service I have ever had. This needs to be resolved by the warranty company.
Regards,
[redacted]

We are working on contacting a technician to schedule an appointment to repair the refrigerator. Someone will be contacting the customer.

The customer has since received their check according to our records.

Select Home Warranty has already refunded the October payment of 50.00 directly to the customers credit card on 10/28/2014.

[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 been in contact with the customer and has offer a reimbursement of 150.00, we have sent the form and waiting for the customer to sign it and send it back.Once we receive the form we will expedite the check process

Select Home Warranty will not be charging the customers card going forward as the customer has cancelled their policy with us and they are a monthly, pay-as-you go customer.

The customer has been refunded as per the terms of the policy. Used 12 Months @ $41.67 per Month = $499.99; Add Cancellation Fee of $75 = $574.99 ; Also Less Claims Paid/Owed of $275 ; Subtracted from original payment of $975; Totals a Refund of $125.00. Please see section 13.213.2....

Cancellation by You. You may cancel this Agreement within thirty (30) days from the Order Date of this Agreement, as set forth on the schedule page accompanying this Agreement. In the event you cancel within the thirty (30) day period, the You shall be entitled to a full refund if and only if, no service has been provided under the contract. After the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan cost. A $75 cancellation fee will be charged and any service costs incurred by Select Home Warranty.

Select [redacted] Warranty has issued the refund tot he customer plus a check for the cancellation fee as promised

We did speak to the customer and have assisted with the claim.

We have gotten a detailed diagnosis of the issue with the fridge and its a non covered item. We have already gone above the policy terms with a $125 reimbursement. As part of the policy terms the customer may get a second opinion and submit that to us.

Complaint: [redacted]
I am rejecting this response because: I spoke with Mr. [redacted] who is one of the director in the company and he asked me to go...

ahead with a contractor to diagnose my appliance and get it approved by him. But when I called the contractor and got it diagnosed, Mr. [redacted] said its an old machine and no point repairing it as it will cost them money and said he will cancel my agreement with them and refund me the money I paid to the warranty company. But I asked him that as per the contract if they  cannot repair then they should replace the appliances with a new one and he gave me so many excuses that we have to check how the appliance stopped working etc. The appliance technician already diagnosed the appliances and said it's mechanical breakdown which should be covered under my contract. And Mr. [redacted] still said the same thing that he will refund mymoney but dint want to replace or get it fixed which they should do as a warranty company. I had to pay the technician for diagnosis out of my pocket. Basically the warranty company doesn't want to spend money on WHT they promised and just refund the contract money as it is cheaper for them. I waited for a week and get this response. It's a rip off and going against the contract. 
Regards,
[redacted]

The customer never requested cancellation of their contract. Please confirm if you wish to cancel so that I may have your request submitted for processing.

Mr [redacted] will be contacting the customer to proceed with the cancellation of their contract as requested.

The customer was already approved for the policy maximum limit for her claim. The amount the customer is requesting is way above the limit. Please see section 10 of the policy. We are not able to approve more at this time.  10. Select’s Liability.10.1 Dimensions, Brand and Color, Limits. Select...

will not be responsible for matching a system or appliance’s color, brand, or dimensions and only is responsible for repairing and/or replacing systems or appliances of similar capacity and efficiency. The following guidelines will be implemented to provide a repair/replacement allowance. For heating or cooling equipment(hvac), in the first three months of coverage a $500 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $2000 after the first three months of coverage. For appliances, plumbing and electrical (non-heating or cooling) in the first three months a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $500 after the first three months of coverage. For additional coverage options in the first three months a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $400 after the first three months of coverage. In the event a part is not available, Select's responsibility is to reimburse for the value of the part up to the policy limits.If Freon coverage is selected as an option the limit is $150 for the first 3 months of coverage and $250 for the remainder of the contract.

Please refer to section 13.2 of the contract: 13.2. Cancellation by You. You may cancel this Agreement within thirty (30) days from the Order Date of this Agreement, as set forth on the schedule page accompanying this Agreement. In the event you cancel within the thirty (30) day period, the You shall be entitled to a full refund if and only if, no service has been provided under the contract. After the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan cost. A $75 cancellation fee will be charged and any service costs incurred by Select Home service contract.The customers warranty was purchased in 2016 and is no longer eligible for a full refund.