Select Home Warranty

Please see below breakdown of customers refund: Charged 31 Months @ $41.67 per Month = $1,291.65; Add Cancellation Fee of $75.00 = $1,366.65 ; Also Less Claims Paid/Owed of $85.00 ; Subtracted from original payment of $1,625.01; Totals a Refund of $173.37.  The customer did speak with...

someone in our office on 9/15/17 and they will be receiving a check for $75 as they waived their cancellation fee after the customer had already received and cashed their refund check (enclosed). This customer had cashed their refund check already which shows that they have accepted the refund amount. The customer will be receiving an additional check for $75 for the waived cancellation fee which was approved to the customer on 9/15/17. No additional funds are due at this time.

Complaint: [redacted]
I am rejecting this response because: I continue having unresolved issues regarding my clothes washer. Vi canno pay anymore up front monies to repair companies. Initial problem with washer .. The tub was...

leaning towards back after what I thought was screw dropping turned out to be hard plastic breaking around tub , agitation was not working. No Wash cycle.  Lifter was repl .,now it appears the suspension is worn and the tub ring also needs replacing.  No one returns my calls I'm sick exhausted overwhelmed.  I need my reimbursement of 162.41 and to finish repair quoted At 251.04.   I do not have funds myself. Need SHW to issue check to Steifle's Appliance co for this repair
Regards,
[redacted]

On 10/6/2014, customer did place a claim for the pool pumpand we secures A-1 Pool Services Repair, they assessed that the pool pumpsmotor shorted, we did review the repairs completely as the customer had notmoved into the home yet.Select Home Warranty did advise customer that we would notbe able to...

move forward with the claim as there was rust and corrosion on theunit.  We did advise we would be more thanhappy to review claim further. Customer has requested a refund of his policy on 10/16/2014and we are currently processing his request. Select Home Warranty will refund customeraccording to the Terms of Agreement.

Complaint: [redacted]
I am rejecting this response because:The contract states that the primary a/c unit is covered Which is the one that is on our down stairs floor our main level.The Unit that this company is trying to cover would be our additional A/C unit.Plus the "Check" they are talking about doesnt even begin to cover the damage for that unit .We were never informed or even asked about the number of A/C units we have or which one was our Primary one..So being that the primary floor is covered in the contract,We are not accepting a check for our addoitional unit because as this company states we do not have a plan for that one.I believe this company needs to read there contract and also read all the complaints on your site.I will not let this go the next step is a lawyer ..It seems unprofessional for them to try to give us hush hush money in attempt to settle a dispute.If they are going off the contract they are trying to cover the wrong A/C unit .Even though our A/c units work together to cool one house ...
Regards,
[redacted]

I do apologize but unfortunately, we do not have any technicians who are available to go out to the customers home for diagnosis. We can offer the customer one of two options, 1) approve $250 towards the replacement/repair of their stove of 2) have a full refund processed to the customer. Please let...

me know which option you prefer so we may proceed accordingly.

We have already processed a full refund back to the credit card on file.

I have notated the account that the customer does not wish to renew their contract. They will no longer be receiving calls from our office. Unfortunately we cannot reimburse the customer for their service call fee as again this was not paid to us but to the technician. If the customer wishes to obtain a second opinion with respects to their claim they can hire their own technician and submit a diagnosis for review. No additional funds due at this time.

Based on the diagnosis provided by the technician that was assigned to this claim they have informed us that the customer is in need of freon and that freon has been leaking. Based on section 6.3.6 (see below) of the customers warranty this is a non covered item. The cause of the unit to fail was a Freon leak.  The rusted coil caused  Freon to leak . Freon leaks or damages to a unit from freon leaks are not covered under the terms please see section 6.3.6 of the termsThis Agreement does NOT cover window, wall or zone systems or portable air conditioning units. This Agreement does NOT cover (i) air filters; (ii) Freon; (iii) Freon recapture; (iv) geothermal systems; (v) gas or propane air condition systems; (vi) air filtration systems; (vii) humidifiers; (viii) registers; (ix) grills; (x) stands; (xi) jacks; (xii) condenser casings; (xiii) pads; (xiv) vents; (xv) flues; (xvi) clogged lines; (xvii) condensation leaks; (xviii) mismatched systems; (xix) damaged ducts; (xx) improper wiring; and (xxi) improper piping;(xxii)freon leaks;(xxiii)damage caused by freon leak.The customer has been explained/informed on several occasions that this is a non covered item.

The customer placed a claim with Select Home Warranty on01/30/ome 2015 for the HVACSystem via our website.  The customer wascontacted by a customer service representative on 01/301/2015 & 02/01/2015and advised that they should forward the invoice for review since the work wascompleted...

already.The customer called us back on 04/07/2015 after we received theirinvoice on 02/05/2015, they inquired about the process time, we did apologizethat it had not been handled sooner, and immediately requested the necessarydocuments from the customer.The unit required a replacement of the circuit board, we doreserve the right to request pictures and maintenance records in any majorrepair or replacement.  See Below: 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 the maximum payout on anysystem/appliance is up to $150.00. For example: heating and a/c systems requireperiodic cleaning and/or replacement of filters and cleaning of evaporator andcondenser coils. The customer was advised that we would require thesedocuments to move forward with the claim, the customer sent over the same receiptfrom Al [redacted]i dated 1/31/2015, for the completed work.  Once we stated this to the customer they becamevery difficult to work with. We did try to explain that this is normal protocoland the sooner the customer provides the requested documentation the quickerthe process would be.We were also told that the Property Manager would be contactingus, but they could not supply maintenance records at that time either.  Select Home Warranty did express to the customerthat we would require the maintenance records to move forward.Please acknowledge attached copy of email & receipt ofservice, not maintenance.

Select Home Warranty has issued a refund for the customer directly back to the credit card.

We have already approved the customer for the policy max for this claim. Please see section 9.1.2 of the terms.  Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any...

system/appliance is up to $150.00.

We will have a technician dispatched again for the customers A/C claim. We will not be able to waive the service fee again. The first claim filed was approved for repairs. The second claim filed the customers fee was waived. For the third claim we will not be waiving the service fee. Once a...

diagnosis is received we can proceed accordingly. No additional funds due at this time.

The customer was refunded as per the policy terms. 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. The breakdown is as follows: Used 23 Months @ $45.84 per Month = $1054.13; Add Cancellation Fee of $75 = $1129.13 ; Subtracted from original payment of $1149.99; Totals a Refund of $20.87 The policy is now canceled

The customer was approved for $125 towards the replacement on their washer claim. That determination was made per section 8.3 of the customers warranty. With respects to the customers heating claim they have only been approved for the maximum allowance of $150 per section 10.1 of the warranty. If...

the customer can provide us with the requested maintenance records we can re-review their claim for an additional allowance. The customer spoke with a representative yesterday and requested to cancel their services. The customers contract has been cancelled per their request. No additional funds due at this time.

Complaint: [redacted]
I am rejecting this response because:I don't have any confidence that they've...

cleared this issue up given the calls I've made and their continued mention of the refund being sent to the new home owner. Even the e-mails I've received are addressed to "[redacted]" (new home owner) although the refund is due to me, [redacted] Even on my last call to Select Home, I was told that the check was sent to Mr. [redacted].I would like to wait until I receive the refund and that it is made out to me, rather than [redacted] before accepting their response.I appreciate all of your work and attention to this matter. It has been frustrating dealing with this company not to mention their poor customer service.
Regards,
[redacted]

filed the first one and Select Home Warranty apologized and stated they would send me the money they owed me.  I was given only 1 week from the email...

response from Select Home Warranty to conclude the complaint with resolve through Revdex.com.  Within that one week, which is a small turn around time to receive a check, I was unable to respond that Select Home Warranty did not send me the check they stated they would.

Complaint: [redacted]
I am rejecting this response because:
The rate we purchased came to $1,499.99. This was not a discounted rate in 2014. It was the annual charge quoted to us by the salesman. We were to be given the...

sixth year free because we paid all five years at one time. Where they came up with the prorated nonsense is beyond me. [redacted] was the salesman in 2014. Select Home emailed a five page agreement to us. We signed five pages and emailed those pages back to him. Can Select Home provide a signed page six to us. Our 13.2 paragraph does not include this language.
Regards,
[redacted]

We spoke with the customer and gave them an option for a claim reimbursement or full refund. The chose a full refund and this was already done.

The customers check is currently being issued. The check should be issued and mailed out to the customer Monday morning. The customer will be emailed the check number as soon as the check is printed.

Complaint: [redacted]
I am rejecting this response because:
We have not received any type of contact from Select Home Warranty indicating they are sending a refund, nor have we received any contact from them at all. 
Regards,
[redacted]