Select Home Warranty

We spoke to the customer and the technician to assist with the appointment.

Per the diagnosis received from the technician they will need to do a wire trace in order to find the source of the issue. A wire trace is not covered under the customers contract. If the customer wishes to cancel their services we will proceed with cancelling their warranty per section 13.2 of the...

warranty contract. As soon as the refund check is issued it will be mailed out. No additional funds due at this time.

We spoke with Mr. [redacted], We have mailed him a check for $225 to help resolve his issue with the service.

Complaint: [redacted]
I am rejecting this response because:
This has been their answer to get out of...

paying the full service of the maintenance or replacement.  A $100 offer on a $1,100.00 cost is insulting.  This is an ongoing pattern with this company then to have their agents laugh in background when they thought they were on hold, appalling for a company to treat people like this. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This is the same response...

they gave me previously, and is not acceptable. The business was highly unprofessional and misleading, and are refunding a different amount than what is owed. This is not a simple policy cancellation. The company did not uphold their end of the contract, therefore we should be refunded the full amount of unused services for the months we did not use, and no cancellation fee should be taken from that refund. They are trying to refund far less than what they owe, and have been highly unprofessional and systematically misleading and dishonest.
Regards,
[redacted]

Photographs were received after the customer spoke with Brad and after reviewing the customers claim and photos received their claim has been denied as the water heat was leaking. The customers claim has been denied. No additional funds due at this time.

We did speak to the customer, they do not want to cancel. We have scheduled a tech to go out Monday 11/7

I am rejecting this response because:RUST the word was never discussed or mentioned.  I had a pool pump that stopped functioning, Select choose the company at my expense of a deductible and then several days later Select authorized the replacement of the pump at an additional cost of over $400. It was after that they offered me $100 reimbursement if I signed a Reimbursement agreement which I will email to you separately. If I had known I was going to be taken advantage like this, I would not have paid the additional cost to cover my pool warranty and I would have shopped around for a better price on replacing the pool.  If this is the way Select is going to conduct their business, I should look into canceling my policy and get reimbursement and select a more reputable warranty company.

According to our records we have not yet received the requested documents. Please advise if they have been sent yet for review? We will require those items in order to proceed accordingly.

We have removed the customers information from our database.

The customer placed a claim for the garage door on 4/21/2015for the Hot Water Heater, the customer stated that they have their owntechnician that they would like to use, and requested a confirmation emailstating that they could do so.  We didexplain that the customer can get the work done and...

submit the invoice in forreview.On 4/27/2015 we received the customers invoice via fax,Select Home Warranty did review the invoice and contacted the customers’technician to obtain more information regarding the breakdown of the unit.  The technician Andrew N. stated that the hotwater heater is over 10 years old and the control module was shorted out whichcaused the failure.   The technician stated he was not sure whatcause the control module to go bad.  Select Home Warranty reviewed the matter further and lookedinto how much it would be to replace the control module, which was the mainfailure to the hot water heater.  In theevent there is a part that should be replaced we offer the customer the valueof that part.Select Home Warranty offered the customer the price for thecontrol module for reimbursement.  We dounderstand that the customer does not agree with the determination.The customer will be contacted by Select Home Warranty todiscuss the matter further and finalize their cancellation request and see if wecan come to a resolve the customer will be satisfied with.

We did speak with the customer. They have been approved for the policy limit on the claim.

Select Home Warranty will be contacting the customer directly as they have cancelled the policy twice once in writing and again verbally and have changed their mind.  We will finalize how the customerwould like us to proceed.  We will also go over the coverage of primary HVAC units and...

secondary heating units, which was the original issue that prompted the customers dissatisfaction with Select Home Warranty.

Hello,We do apologize  we have removed all of the customers contact info from our system.

We did reach out tot the customer. As per the terms units that have had previous repair are not covered under the terms. Please see section 9.1.2 of the terms This Agreement does not cover any systems or appliances that have had previous repair

The customer was already informed what they had left on their policy cap for their stove claim as their first claim was approved for almost the full limit. The customer requested to cancel their contract which was already processed. No additional funds due at this time.

Per our conversation we have had representative contact the customer to help resolve their issue regarding the reimbursement on their claim. The customer sent us an email on 9/24/17 regarding the reimbursement towards his dishwasher. A representative responded on 9/25/17 informing the customer that we do need a copy of the invoice in order to proceed. At this point we are willing to waive the reimbursement form signatures and issue their check right away all that we ask is that the customer provide proof that the repairs were completed. We are not looking to delay the process any longer and would like to have the customers concerns resolved as quickly as possible.

The customer was informed that the cancellation policy isper the Terms of Agreement.See Below: 13.2. Cancellation by You. You may cancel thisAgreement within thirty (30) days from the Order Date of this Agreement, as setforth on the schedule page accompanying this Agreement. In the event you cancelwithin the thirty (30) day period, the You shall be entitled to a full refundif and only if, no service has been provided under the contract. After thethirtieth day, you may receive a refund pro-rated at the non-discounted annualplan cost. A $75 cancellation fee will be charged and any service costs incurredby Select Home Warranty. The customer paid for two policies totaling 1400.00, that is700.00 per policy for two years.  We doadvise that once a customer cancels they are subject to a pro-rated refund, thecustomer purchased the policy at a discounted rate.  When a refund is issued it is calculated at anon-discounted rate as per the Terms of Agreement.  The cancellation also includes a 75.00cancellation fee per policy, this is all stated in the Terms & conditionswhich is provided to the customer which they review initial, sign and send backto Select Home Warranty stating that they agree to the terms.The customer was charged as follows:9 months * 42.00(non-discounted rate) = 378.00 * 2(2policies) = 756.00 75.00(Cancellation Fee) * 2(2 Policies) = 150.00756.00 + 150.00 = 906.00 + 100.00(Claim paid out forplumbing 2/23/2015) = 1006.00 1400.00 (Customer Paid) – 1006.00(Cancellation Fee) = 394.00Refunded to Customer

The customer was sent a Reimbursement Agreement on 5/25/2015, the customer did send it in on 05/26/2015, at the time it may have been overlooked and we did not send the check out on time.Select Home Warranty received and email stating from the customer that if we did not reply they we going to file...

complaints on us, we did not hear from the customer between 05/26/2015and 07/02/2015.We responded that the check would be mailed on 07/07/2015 which is the day we print checks and mail them for customers, the customer was still upset and called back on 07/06/2015 and stated that hey wanted to cancel the policy.The customer was advise that we would process the cancellation, as per the Terms of Agreement, they did not allow us a chance to resolve the matter and just cancelled.We had the customers check ready to be mailed and apologize for the inconvenience in the matter.  The customer was issued a pro-rated refund on 08/10/2015, as per the Terms of Agreementthat the customer signed, initialed and sent back that they agree to all terms, including cancellation.

The customer is not due a full refund. He has been refunded according to the policy terms. The customer had a claims issue that was not a covered issue and we did offer a good will reimbursement. The customer declined the reimbursement and decided to cancel. They are not due a full refund.