Select Home Warranty

[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 am accepting my refund of $375.00 to credit card ending in [redacted] immediately upon receipt of this email.thank you very much for your help. 
Regards,
[redacted]

Although the customers claim was denied they did receive service from our company. Technicians were dispatched to the customers home to obtain a diagnosis. In addition to the customer paying their service fee Select pays the balance of their fee on these claims. The customer is not eligible for a full refund. No additional funds are due at this time.

The customer was advised that if they would like a 2nd opinion they would need to hire their own technician as the diagnosis is valid. If the customer is questioning the diagnosis of our technician they need to hire their own and submit a diagnosis for review. The customer spoke with Mr. [redacted] on 4/5/17 and specifically stated that he does not want to cancel his warranty therefore his monthly April installment was charged. If the customer wishes to cancel their warranty we are more than happy to refund his April installment accordingly. If the customer would like to have their warranty remain active and proceed with the claim, they will need to hire their own technician for a second opinion as the current diagnosis still stands.

I feel...

like I was mislead about this warranty when I purchased it from select home warranty. I have already paid for 39 months of coverage, plus $90 out of pocket for deductibles on 2 service calls when I am only supposed to pay $45 per claim, them was told that I would have to pay $475 out of pocket to get my furnace repaired then select would decide how much they would pay towards the repairs, this is not at all what I agreed to, besides I purchased the warranty , but I personally feel juilted, I decided to purchase the warranty after purchasing my home because I knew that money would be tight after the purchase of the home now I am stuck without heating! I should not have to settle for a pro rated amount!

We did speak with the customer and informed them the check was sent. They will check with the tenant and let us know. If they haven't received it we will stop the check and reissue.

The customers reimbursement check is being issued today. I will email the customer with their check number as soon as it is printed.

Complaint: [redacted]
I am rejecting this response because:
This is what they say every time you contact themIve been assigned 2 technician neither have bothered to call r return my numerous calls to schedule apptThis is another stall tactic on select HW 
Regards,
[redacted]

The warranty company is trying to hide behind their phony contract exclusions, and I have not had any resolution for this claim. Furthermore, I...

had to pay for the full repair cost of the AC unit and that was an extreme financial hardship for me. Having this warranty is absolutely worthless.I believe Select Home Warranty company business practices and procedures needs to be legally investigated by the authorities and Revdex.com (Revdex.com) in order for consumers not to be a victim of their fraudulent promises and actions anymore.

Yes, we finally received the refund of $287 into our banking acct.  This...

concludes our dealings with Select Home Warranty.  We are not happy in our dealings with this company inasmuch as we had to resort to complaining to the Revdex.com to get any resolution. All of this could have been avoided had they lived up to [redacted] initial approval to repair our refrigerator. They later reneged on that approval (after the work had been done) and we subsequently cancelled our home warranty with them. I just felt other consumers or potential consumers have a right to know this kind of info when looking to sign up or renew their homes under a home warranty.

The customer placed a claim for their washing machine on04/29/2015, the customer was not happy with our service at first and we advisedthe customer that claims usually take 24-48 hours to assign a technician.  The customer was assigned a company thatstated that did not work with us before but...

had done work with another HomeWarranty company and had not been paid.  The customer agreed to get their own local technician to goout and take care of the issue. On 4/30/2015. Select Home Warranty spoke withthe customers’ technician and they stated that the Washers; gear case wasleaking oil over the other parts and the Drive Motor that failed.  The Washer needs extensive repairs from theleaking oil that has damaged the main components.  The customer stated that the bearings wentbad and caused the leak.  Normally when there is a leak out of the gear case thatcaused all the parts to go bad, it is not covered by the warranty, we covermechanical failures, not leaks from water or oil. Select Home Warranty didexplain this to the customer.The customer request to for a refund due to the outcome of theclaim, the customer purchased the policy 08/2014 and has had coverage withSelect Home Warranty during that time, we are unable to offer the customer afull refund, because they disagree with what is covered and not covered.Select Home Warranty will issue the customer a pro-ratedrefund per the Terms of Agreement, we have also fulfilled our contractualobligation in regards to the claim for the washing machine.

We do apologize and will remove you from all contact lists.

Complaint: [redacted]
I am rejecting this response because:Reimbursement was not provided for agreed upon electrical and heating systems problems. 
Regards,
[redacted]

The customer was informed on July 18th that their claim for the A/c has been approved. We have made several attempts to provide the contractor with the approval so that they can go back and complete the repairs but they have not been responsive. The customer was informed of this on the 18th and they...

will be contacting their own technician to make the repairs. The customers has already been provided with the amount that has been approved towards their claim and they will provide us with an invoice once completed so that we can reimburse them for the repairs. We apologize for any inconvenience the contractor may have caused.

Select Home Warranty completely acknowledges the customersfrustration regarding this matter.We did provide coverage for 7 months and did reimburse fortwo separate claims, as per the Terms & Conditions which customer read,signed and agreed upon, we charged the cancellation as stated.  See Below:13.2. Cancellation by You.You may cancel this Agreement within thirty (30) days from the Order Date ofthis 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 beentitled to a full refund if and only if, no service has been provided underthe contract. After the thirtieth day, you may receive a refund pro-rated atthe non-discounted annual plan cost. A $75 cancellation fee will be charged andany service costs incurred by Select Home Warranty. Select Home Warrant has taken care of claim for the customerand did so until up to the time the customer requested to cancel, as we are abusiness we do have to adhere to our Terms of Agreement.We did hold up to our contractual obligation and, we haveanswered the customers question and tried to offer resolution.  We refunded the customer and he also placed acredit card dispute, which the bank is handling.

The customers renewal warranty charge from May for $469.99 has already been refunded to their credit card on 5/15/17.  If the customer would like to cancel their contract they purchase August 2016 please let us know and we can proceed with cancelling their current term per section 13.2 of their...

contract.

[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]

I am rejecting this response because:  Select Home Warranty (SHW) is fraudulently claiming that they withheld the $170 payment due me because they believed I might cancel the warranty and they were waiting to see if I would. I could not have been more plain in my previous response as to how this is a lie. Furthermore, in the SHW policy it states under section 13.2 titled "Cancellation by You" that "no claim incurred or paid shall be deducted from the refund amount." So it makes no sense that they would delay mailing my reimbursement for the repair even if they thought I might cancel my policy. 
In addition, I called SHW twice today (at 6:00 am and again at 6:03 am) to request information about how much of my money could be refunded if I were to cancel my policy. Both times my call was transferred to a voice message that told me my wait time would be long due to high call volume, then instead of putting my call in a hold queue, the call was promptly disconnected - both times. During the second call, before I was transferred and disconnected, I asked a SHW employee who identified himself as "Leo" if he could please tell me how much of my money could be refunded if I cancelled.  He informed me that, "We have to process the cancellation before we can give you the amount." 
After having worked in the business world for many years myself for reputable companies, I believe this company to be intentionally defrauding their customers.

Complaint: [redacted]
I am rejecting this response because:
Number 1, that is NOT my credit card or my credit card number. I don't own a credit card ending in [redacted]. My name is [redacted].  You stated that you were sending me a check and instead you decide without consulting me to try and reimburse me by using someone else's credit information which I am absolutely certain you did not have permission to keep on file or continue to use.  This once again shows Select Homes complete inability to satisfy their customers or have a willingness to do so.  I am of the opinion that Select Home has not attempted to enter a credit to me, an UNSATISFIED completely DISGRUNTLED customer who will never use or recommend Select Home to anyone ever in life or again. This is without a doubt the most piss poor customer relations interaction I have ever been associated with.   Number 2,  I do not trust you Select and you are only proving my point with these shannanigans. My contract is registered under a completely different name with a different address.  And I spoke with representatives on the phone, you called me and I still cannot receive anything close to satisfactory customer service.  You were asked to and you agreed to reimburse me for the cost of a capacitor for A/C unit. You agreed to do so after many emails and complaints but you say you reimbursed a credit card that is NOT mine and that is an ABSOLUTE LIE and you very well know it.  All of this could've been avoided if you just do what you promise in your contract agreement and send me the $150 reimbursement fee I am entitled to according to the contract and what you agreed to repay.  I will NOT be releasing this complaint. Where is your confirmation on anything g you claim to have done.  SELECT HOME, YOU SUCK!!!
Regards,
[redacted]

The customer has requested to cancel their policy, we are currently processing the pro-rated refund.

I am rejecting this response because: Any contractor is capable of making a mistake, as in my case, no matter how many years Select Home Warranty has dealt with them.I called to notify this company the contractor installed the incorrect heating elements in my dryer, causing it to overheat and scorch my clothing.  When I called them,  an oriental lady said she'd call me back because she was driving.  I waited two days, she never returned my call.  I called the following week-and was told the contractor would be out in two days.  He never showed up. I missed work for no reason waiting on him.  Would you not be frustrated in my position?Finally, after two weeks of no contact and no shows from your do-no-wrong contractor I finally got a live person on my fourth call.  My frustration was obvious with the oriental lady when I asked her why she never called me back, and why the contractor stood me up.  As a former customer service rep, I am highly trained to never, ever hang up on a customer.  I am trained to offer support and empathy and to apologize for any delay  This oriental lady HUNG UP ON ME.  That is ground for  immediate termination for the company I work for.I never got a chance to be rude, however, I sure would have appreciated the opportunity.  This company you contract with is rude to their customers, does not do a good job, does not return calls or voice mails, and stood me up.  But you paid them?  Why? I called and advised you immediately they did not do the repair correctly.  And, I wrote them a check for $45 which I'm out.  An overheating dryer is dangerous and this company put my property and myself  at great risk.  I am thankful I smelled something burning.Now, you tell me why you would want a contractor such as this on your list of approved contractors and brush the blame off on me by stating I was rude to them?   If I was, they certainly had it coming.  Secondly, my complaint about a full policy refund was NOT addressed and I refuse to pay any $75. "processing" fee.  I feel a class action lawsuit based on your over 400 complaints alone for 2015 may well be in order at this point and the Attorney General is my next step.