Select Home Warranty

We are more than happy to assist the customer with their claim needs. Someone from our office spoke with the customer yesterday and informed them that it is taking time to have a technician dispatched to their home. The customer was offered to secure their own technician and submit a diagnosis for...

review. If the customer would like to go that route please let us know so that we can inform you of the secure your own technician process.

[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]

This customer canceled the policy back in September of 2015 and has been mailed refund check according to the terms of the policy.

Complaint: [redacted]
I am rejecting this response because:  The person who I originally spoke with DID say my refund would be around $300  They probably looked at the amount paid $748 and divided it by 24 months = $31.17/month.  There were 12 months left on the contract so if you multiplied $31.17 x 12 = $374.04 less the $75 fee for early termination = $299.04.  However, 8 months of the contract were free with a two year agreement I'm sure after they recognized their mistake, they would not admit to telling me that on the phone and would not pay the refund as promised.  Since I did have 12 months remaining on the contract, there would be no reason to cancel for a $7 refund.Again I'm asking the company to either honor the amount they originally informed me I would receive, reinstate the contract for another 12 months or pay the amount outlined below.  Since the contract was for 32 months total, cancelling it should have resulted in a refund of $205.50 ($748/32 = $23.375/month x 12 = $280.50 - $75 = $205.50).
Regards,
[redacted]

The customers account has already been cancelled. The customers June charges were declined by the customers credit card and therefore they are not owed a refund. The customer paid on monthly installments and since they submitted their cancellation request in July they would have been refunded their...

June installment. Since the customer did not pay for their June installment they are not owed a refund. No additional funds are due at this time.

The customer was issued a refund directly back to their card on 2/09/2016.

The customer was advised the issue was not solely rust onthe unit, but, the fact that the unit needed to be replaced in 2013, thetechnician the customer had service their unit, stated that there was a rustedEvaporator Coil in December 2013, and the unit also has rust and mold. The technicianalso wrote a quote for a new unit as the unit needed to be replaced in 2013.Select Home Warranty is designed to cover issues that occur afterthe policy is purchased not issues that customers are already aware of.  The customer should have had the unitreplaced between 2013 -2014 when the maintenance report stated that theEvaporator Coil was diagnosed as having rust.Select Home Warranty will only offer the customer a courtesypayment of 100.00 due to the fact that the customer was aware that the unit wasalready in need of replacement prior to purchasing the warranty.The customer also has an open complaint with the Departmentof Consumer Affairs, pleas acknowledge the attached letter of response fromSelect Home Warranty.

We did reach out to the customer and re-explained the policy limits and that in order to get a higher reimbursement we need maintenance records. The customer hung up on us.We have already approved the customer for the policy cap.

Select Home Warranty has requested for the customer to send in pictures of the unit as well as maintenance records for the HVAC unit, so that we may move forward with the claim, we have also advised the customer that their policy has not been paid in full at this time, we are also waiting for a...

payment update as well.

On January 09, 2015 Select Home Warranty spoke with the customer regarding the matter of the Sump Pump coverage.The customer agreed to be refunded for his sump pump coverage, as well as a refund for the service call fee that we will review, once the invoice is received.

The customer had already cashed their initial refund check as originally attached. They have accepted all the refund terms upon receipt and cashing the check. The customer was approved the waiving of the cancellation fee after they had cashed that check which is currently being issued to the customer. No additional funds will be approved after that.

The customer has already been reimbursed $500 for that ac claim and then the customer canceled the policy. We have already mailed the customer the refund check there are no more funds due to the customer

Select Home Warranty has contacted the customer to finalize the refund, they will be emailing their credit card information then we will be able to proceed

The customer is not eligible for the amount they are asking for. They were approved for the policy limit for the claim they made. They have since requested to cancel. We have already refunded them according got the policy cancellation terms and have waived the $75 cancellation  fee.  We...

have gone above the policy agreement for the customer.

We did speak with the customer. we have waived all cancellation fee in regards to the refund amount.

Someone from our office spoke with the customer yesterday. They have been sent a reimbursement form which was signed by the customer yesterday. The customer will be reimbursed towards their A/C claim. A check is currently being processed.

Select Home Warranty spoke with the cusotmer on 2/2/2015 and advised that we will process their cancellation for 5 properties, the customer must allow us time to calculate the refund for each property.

A technician has been hired to go to the customers home to obtain diagnosis. Until an official diagnosis is received we cannot agree to make any repairs on anything. A formal diagnosis is required to find the cause of the damage as well as the issue and we will  then review and advise accordingly. As previously stated any maintenance related issues will not be covered. Until a formal diagnosis is received we cannot advise as to any approvals on the customers claim.

Yes, I did actually receive my check finally.  I was told by the Post Office that my forwarding order expired in December, however they did forward my check to my new address.  Thank you for your follow-up.

[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]