Select Home Warranty

Select Home Warranty can understand Miss Russels’ frustration with the matter with the refrigerator, and we apologize for any inconvenience.We did send a technician out to look at the fridge and multiple parts were replaced a defrost heater, high limit thermostat, and thermostat,which is...

standard procedure for this type of issue.Unfortunately, the technician we sent out went on vacation, we then secured another contractor but he had no immediate availability.We suggested to Miss [redacted] at this time it would be better to secure her own technician to expedite the process due to many contractors having been alreadybooked for the weekend.Miss [redacted] waited for Select Home Warranty to secure another contractor in the area, and he went out the same day. The technician agreed thatthe original parts that were replaced, needed to be.  The technician then stated a Main Board needed to be replaced, we ordered the part and had it shipped directly to thetechnician.  A few days later the technician went back out and he stated that the needed an evaporative fan motor after installing the main board.Select home Warranty does understand that Miss [redacted] is looking for a replacement for the refrigerator, unfortunately we have made allthe repairs that the warranty covers.Select Home Warranty did honor its contractual obligation in repairing the refrigerator, however the appliance still needs repairs done andMiss [redacted] has reached the maximum amount that we can pay on the repairs.  We have paid out 485.00 intotal and advised Miss [redacted] that she still had $15.00 left toward any additionalrepairs.See Below:10. Select’s Liability10.1 For appliances,plumbing and electrical (non-heating or cooling) in the first three months a$150       repair/replacement allowancewill be paid to the customer. This repair/replacement allowance will increaseto $500 after the first three months of coverage.

The customers refund check has been mailed out to the property address on file. Please allow an additional several business days as it was a holiday weekend and the mail has been delayed. There is no tracking number available as this was mailed via regular USPS mail. If you do not receive the check my late Monday/Tuesday please let me know right away and I will contact the bank to request a stop payment and have a new check mailed out.

Since I reported this case, Mr. [redacted] from Select Home Warranty contacted me and told me that he will send us a check of $200.00, when their contractor...

quoted for $453.46. I told him that I will talk to another contractor and decide the amount after that.  I called [redacted]. Since it was a Gas related problem, I wanted to repair it by a reliable contractor. I gave the contract to [redacted] for $578.80 and requested Mr. [redacted] to send me a check of $453.46 as quoted by their contractor. Mr. [redacted] called me and told me that they will not pay for the valve, since valves are covered in the contract. I went through my contract. My contract did NOT exclude the valve that I needed. I informed that to Mr. [redacted] in an email. Mr. [redacted] of Select Home Warranty who had the same phone number and extension as Mr. [redacted], sent me a sub-section of a contract where they excluded all valves. My contract did NOT match to their subsection. I informed Mr. [redacted] the difference. Since then I have not heard back from them. IN SUMMARY, THEY HAVE NOT PAID ME A SINGLE PENNY FOR THE REPAIR, EVEN THOUGH IT WAS FULLY COVERED BY MY CONTRACT.

Select Home Warranty has reached out to the customer and working to resolve the matter to the customers satisfaction

The customer is not eligible for a full refund as refunds are issued within the first 30 days of purchase. The customer purchased their warranty in February 2017 and is only eligible for a pro-rated refund per section 13.2. If the customer wishes to proceed with cancelling their contract please...

confirm so that we can process their request accordingly.

We have notated the customers account accordingly. They will no longer receive calls, texts and emails from us.

We did speak with the cus[redacted]er and have approved $150 for the claim.

Complaint: [redacted]
I am rejecting this response because:I told you to refund the entire amount or keep the policy active. You refunded $258 +/-.
Regards,
[redacted]

The check has already been mailed out the customer should be receiving it within the next few days. At this point in time USPS is in possession of the envelope and will deliver it to the customer shortly.

Complaint: [redacted]
I am rejecting this response because: I was sent a form finally on the fifth of October.  I notified the company I wanted to look it over after speaking with a Mr. [redacted] and got a response it...

was ok..  Then my heater went out on the seventh of October.  I notified the company and still have been waiting for a response from the company and its Monday the tenth.  While speaking to Mr. [redacted] I explained I care for my mother who has Alzheimer's and can't afford her to get ill.  I am assuming in the end I will be looking for a contractor myself again.  I really want to please get out of this contract and no longer have anything to do with them. I request the amount I asked for seven hundred and seventy five dollars a fraction of the nine hundred and seventy dollars paid in December 2015. I've only had them for ten months.  I feel it is well over fair for the remaining time. They have sent unprofessional workers in the past.  I had to wait two weeks for an electrician , end result had to find my own. Now I've been waiting for heater to be fixed without a call or email. I really wish I would not have to deal with them.  It is cold today and had to purchase a little heater for my mother and confine her to one room.  I pray the rest of the days get warmer. I am beyond disappointed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have not received the refund yet.  If deposited into my account, I will accept the resolution.  It may be 7 days or more.
Regards,
[redacted]

We have processed a full refund for the customer. Please allow 14-30 days for the check to arrive.

The customers contract was already cancelled as requested and their refund check was already mailed out on 9/14/17 check #[redacted]. No additional funds due at this time.

Select Home Warranty will follow up with the customer to resolve the matter

The customers check has already been mailed out check #[redacted]. They should be receiving it any day now.

We went ahead and issued a full refund to the customer. The refund was issued directly to the customers credit card. They should be able to view the refund on their credit card statement within the next few business days. No additional funds due at this time.

The customer purchased their policy on 1/14/16. The policy was a 1 year policy term with 2 months free. The customer filed a claim in April 2017 when their policy expired March of 2017. The customer added 30 days +5 days in addition to the 1 year 2 months which is incorrect. If a customer purchased...

a policy there is a 35 waiting day period in order to files claims that does not mean that there policy is effective an additional 35 days. The policy must be active for a full 35 days before a claim was to be filed. Since the customers contract was purchased in January that is when the policy period begins (regardless of its waiting period), therefore expiring/lapsing in March 2017. The customer was advised of this information on several different occasions and was informed that he would need to purchase a new policy.

I am rejecting this response because: I am dissatisfied with the service the warranty is falsely advertised and customer service is poor. They do not try and accommodate their customers. I would like my warranty to be cancelled and I want refunded for the full price of the service as well as the service call.

The customer is not eligible for a full refund. The customer had 17 months of coverage with us and claims were paid out on this policy. They have requested to cancel and have been refunded according to the policy terms. Please see section 13.2 of the terms.  13.2. 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.

Complaint: [redacted]
I am rejecting this response because:It has been greater than 10 days.  They promised reimbursement a week ago.  They are not honest
Regards,
[redacted]