Select Home Warranty

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will cause me the least amount of stress and time spent away from my family trying to get a company realize they are absolutely in violation of our contract. If an air conditioner is covered under living areas then outside is a living area as defined by your contract. When I brought this up I was told, "that's because an air conditioner has components that connect inside." When I pointed out so does our electrical system and therefore should be covered under the same inclusion I was told "it's not the same." How exactly is this different when we have outlets on the inside that are on the same circuit as the outside outlets? This is clearly a company who is trying to avoid their contractual obligation. I also don't appreciate the intimidation tactics used by Mr. [redacted] when I told him I would be exercising my first amendment right to share what a terrible experience we have had with this company. I was told, "we will bring a lawsuit against you." I'm not sure how a company that can't even properly write a sentence (the response to this complaint was littered with grammatical and spelling errors) can really understand the language of their contract to make the determination about whether outside is covered in "single family dwelling" and "living area of the home." They don't even know what section of the contract defines a single family home. I had to correct 2 different people that it was section 3 not 2 and Mr. [redacted] had the audacity to argue with me that it is section 2. He then realized I was correct it was section 3 and offered a very snotty, "sorry."I have never experienced such poor customer  service; I had to leave 4 messages for Jarmel and send an email to someone named Kendra before receiving a call back and people I did speak to were rude and constantly interrupted me. I hope the $125 that you're refusing to pay out is worth a loss of future customers. We are planning on moving again in the further and I would NEVER use this company again. You need to do some serious customer service training. I expect a check in a timely manner.
Regards,
[redacted]

I am rejecting this response because:
His response completely disregards the fact that the service I received, or lack thereof, was negligent.  In my original request for service on Nov 26, 2014,  no service was received.  In my follow-up call made 11/29, I was told that I would have a service call dispatched by 11/30, but again, there was no such action taken.  I called on 12/1 and finally had a service technician dispatched on 12/2.  This technician looked at the problem but was unable to obtain authorization to do the work because Select Home Warranty wouldn't call him back.  I also called to inform Select Home Warranty that the technician was unable to proceed without authorization and requested that a manager call back as soon as possible since the technician was waiting at our home. After an hour of waiting for the phone call, the technician left and told us to call back if we heard from them.  I called them again 12/3 and was told that Select Home Warranty was waiting to hear from the service technician in regards to the service call.  I informed them that the technician had called them for authorization, in front of me and that no one called him back. They apparently had no record of the call being made and said that someone would be calling me back.  I called again on 12/5, and was informed that I would be receiving a phone call.  At this point, I was tired of getting the run-around and decided it would be best to cancel my policy.  I sent an email that day.  I still hadn't received a single phone call from Select Home Warranty in reference to my initial service requested on 11/26 and felt that this was representative of the company's service and I had no interest in continuing to do business with a company like this.   On 12/10 I received an email (attached) stating,  "We have recieved your request for cancellation. Your policy has been canceled and your refund is being processed. Depending on your financial institution it may take up to 30 business days for the funds to show on your statement."I immediately responded, because they didn't have my financial institution information in order to issue payment. I never received a response to this email.  On 1/9 (Note: this is already past the promised 30 days), I called [redacted] (self-proclaimed manager) to check the status on my account and was informed that someone would contact me in the morning. Again, I received no such call.  I called on 1/15 and was told, by [redacted], that no refund amount had been determined as of yet.  I asked to speak to a manager and was told that she was the highest level manager on duty at that time but she would have someone call me back. My first contact with [redacted], who also claims to be a manager, was on Jan 26th.  He was able to waive the cancellation fees that were supposed to be charged to me and informed me that a check would be issued in the amount of $317.  We discussed the address that the check was to be mailed to during this phone call.  I asked for his contact information, since [redacted] had been the only person to truly help me since this whole process started.  On 2/5 (a full two months after my original cancellation request), I called to get an update but was unable to connect via telephone.  I sent an email to [redacted] and was informed that the check would be mailed the following Tuesday.  Since I knew we had previously discussed the property address, I didn't realize that the "billing address" Select Home warranty had on file was anything other than the property address.  On 2/19, I still hadn't received my check so I sent another email. I also called the billing department to see if someone there could tell me more about my check.  Dan informed that the check had been mailed to an address that I hadn't lived at since I took possession of the covered property in 7/2014.  At some point after my phone call with Dan, I received a phone call from [redacted], where I was told that it was my fault that the check was mailed to the wrong address because I failed to respond to his message regarding the "billing address" they had on file. I have attached the full email string containing communications between myself and [redacted].I have also attached my communication log, for ease of understanding.

The cusotmer currently has a dispute case open with their credit card company (case [redacted])

The maximum approved allowance remains at $95. That is the maximum approved allowance for all microwave claims. No additional funds due at this time.

Tell us why here...Select Home Warranty has explained to the customer that they have an amount of 357.06 left on their contract  for plumbing repairs.See Below: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.

THe customer was already refund a total of 262.15 on 1/18/2016, the cusotmer also has a dispute case open with their credit card company.

We did speak with the customer and explained this is not a covered issue. They have canceled  the policy and we have waived the cancellation fee.

We have removed this customer from all call lists and email correspondence. They should no longer be receiving any information from us.

Tell us why here...The customer originally placed their claim on 06/06/2015, wehad issues with the area the customer is located in, the technicians did nothave availability to service the customer, and we did suggest that the customersecure their own technician.The customer did get their own...

technician and they diagnosedthat the unit needed to be replaced and, the age of the unit is 13 years, therewas rust and corrosion, there is mold inside of the plenum and coils, theevaporator coils are also leaking, Outside unit needs to be upgraded to a 14Seer As old system is No longer available.Select Home Warranty advised the customer as per the Termsof Agreement that Freon, Freon Leaks and Damage due to Freon leaks are notcovered.  The customer then stated thatthe technician that they secured [redacted] Heating Inc, as well as the invoicethat was sent in by the customer was not true.The customer claimed that there was no technician that cameto their home, even though the customer sent us the invoice.  We contact [redacted] from [redacted] and he thenstated that the coils do not have a Freon leak, but all the information hepresented before was true and that the unit had shorted to the ground., needs anew contactor, capacitor, inside of the unit is rusted and has mold growth aspreviously stated.The technicians’ diagnosis the same as the original less theFreon Leak, the compressor being grounded is not a covered issue per the Termsof Agreement due to refrigerant/Freon being the leading cause of compressorsburning out the other is improper voltage.Select Home Warranty would also like to clear up the fact thatwe are a warranty company, not an insurance company, if the customer has anemergency or needs a system repaired or replaced they should move forward andwork out the details with us in the meantime.Select Home Warranty left off with the customer as they weregoing to review what was covered and not covered, they are more than welcome tocall Customer Service at any time to inquire what is covered and not.Please acknowledge the copy of the Common Causes of Burnedout Air Conditioners.

The customer never agreed to the $150 reimbursement. They refused that offer and requested to cancel their contract. No additional funds are due at this time.

The customer placed a claim for his pool and we advised thatthe pool techs in our network, did not have availability to be able to servicehim right away.  The customer was advisedas per the policy that we offer an alternative for the customer, where they maycontact a local technician, have them come to the home and as the issue,give Select Home Warranty a call when the technician is there to make sure thework is covered by the warranty and submit the invoice for review.  Once we discussed this option with the customer as a resolutionto obtain service faster, the customer requested to cancel their policy withSelect Home Warranty.The customer should also take into consideration a warrantyservice works just like any insurance program, you pay for the time that youhave coverage, just like car insurance.  Inthe case you do not have an accident for the term you have car insurance, areyou entitled to a refund for those months that you did not have anaccident?  The customer had coverage withSelect Home Warranty and we did supply and alternative course of action andwere more than willing to assist the customer, but, it was their decision toend the relationship.

The customer has been issued a full refund. They should be able to view their refund on their credit card statement within the next 2-3 business days.

The customer cancelled their warranty before we could finish reviewing their A/C claim, which was approved and before we could get a technician to the customers' home for the plumbing issue.We advised the customer to get a local technician for the HVAC claim because the technician we assigned could...

not make it our for a few days, we thought if the customer got someone local they could have their issue addressed as fast as possible.s fast as possible.The customer put in their cancellation, but it will be according to the Terms of Agreement, we tried to satisfy the customer, but, they did not allow us any time to review or assist in any of the matters.

A technician has been hired for the customers claim. The contractor information is below. They should be contacting the customer shortly to schedule an appointment. [redacted]###-###-####

The customer placed a claim for the HVAC unit, stating that the unit is "leaking cooling fluid" as stated by the customer.The customer was advised that "LEAKS" are not covered, if the customer would have stated the unit was not cooling that would be different that stating there is a "leak"We advised the customer that "charging the unit with freon" is part of the optional coverage, but, "cooling fluid leaking" is not.Select Home Warranty advised the customer that they they may have a local technician go out to the home and professionally diagnose the unit and inform us of the findings.We are unable to send a technician to the customer's home due to the fact that we do not cover "leaks", again the optional FREON coverage is for "charging the unit with freon"If the cusotmer is still unclear of the difference of leaks and charging, we would be more than happy to explain it at our customer service center, if the cusotmer would like to recant the diagnosis theymade of the unit "leaking cooling fluid" they may call us as well.

Select Home Warranty did advise the customer that we did not observe that the policy was already expired at the time we submitted the claim, we do apologize for the inconvenience.We are unable to dispatch a technician in the case of non-active policies, again, we do apologize it was not caught at...

the time the claim was placed.

Please see enclosed signed warranty contract. This customer was approved for $150 towards the repairs of their heating system. The customer was informed that maintenance records were requested for review for an additional allowance. The customer stated that they do not have records and refused the...

$150 approval. The customer requested to cancel their contract. The customers contract was cancelled per section 13.2 of their signed warranty agreement. Their refund check is currently being processed. No additional funds due at this time.

I am satisfied since we received a credit from [redacted] card. Hopefully, it will remain a credit.  Thanks.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I would like to get a refund asap as I have faced extreme frustration in dealing with this business.Please let me know when the refund is processed.

The customer had an ice maker tray that bucket. This is not a covered issue under the terms. The customer requested to cancel and the refund has been processed according to the refund policy. The customer was never promised $300 from our company. This amount is not possible as the customer paid $748...

for the policy and they had 20 months of coverage. A refund check for the remainder amount has already been processed.