Select Home Warranty

Complaint: [redacted]
I am rejecting this response because:Yes they did reach...

out to me and left an email; however, I have made several (8)calls to them over the course of this week with my calls either being disconnected after waiting for 2-3 minutes, not connecting at all, or me leaving a message and NOT receiving a call back as their voice mail claim will happen.  With each voicemail, I've left a detailed message and notifying them I'm documenting each call.  My calls went to ext 5030 per their request and I've left message for Mr. [redacted] and someone named Eli.  Today, (8/6) I spoke with an Ali who stated the person with whom I need to speak to with is currently unavailable and she'll give the message to call me back.  I have NEVER dealt with such lack of customer service for a paying consumer in my years of being an adult.
Regards,
[redacted]

Just as any appliance  when you resell it you are not able to get the same amount of money you paid for it when you originally purchased it, plus years of wear and tear as well as the amount of current repairs.If you were to try and sell an appliance from 1997(18/19  yrs old) and then deduct for wear and tear and the amount of repairs needed you would actually owe a person money.

We did speak to the customer and they have requested to cancel the policy. We have waived the cancellation fee.

We have called a few times and was not able to reach the customer . We were not able to leave a voice mail either. We have emailed the customer in order for them to call in for help with the request. They may call Mr [redacted] at ###-###-#### mon-fri 9-6 est.

The customer disputed the charges with their bank. At this point in time we will need to wait for the banks determination in order to proceed accordingly.

The customer has requested a refund and they have been adamant about the cancellation of the policy, the refund is currently being processed as per the customers' requests.The cusotmer should see the refund in about 7 -10 business days.

We do require the customer to please provided additional information as we are not showing an active policy with that address in our system

The customer was not able to provide us with three years maintenance records and therefore is only approved for the $150 allowance on their claim. If the customer can provide us with three years maintenance records we can review for an additional allowance on their claim.

The customer spoke with one of our Managers on 08/27/2015 and agreed to the amount of 400.00, in which check #[redacted] was mailed on 09/03/2015

I am rejecting this response because:
This company still has not paid $250 for the claim I filed and they agreed to reimburse me for a measly $250 although they agreed in writing to do so and I sent my invoice to them

The additional options are available on the website as well as the policy instructs the customer to call if they forgot any additional options.  The customer does not have coverage for this time.

The customers contract will be cancelled per section 13.2. Unfortunately the customer is not eligible for a full refund as it is past the 30 day period that a customer is eligible for a full refund. As soon as the customers refund check is processed it will be mailed out.

Select Home Warranty is mailed out the customers reimbursement check, we do see that the customer did call in on 09/09/2015 to check on the status.We do apologize for the delay in this matter, we will make sure the customer gets the payment, it will be mailed Friday, October 9

The customer has already been approved for $125 towards the parts on the stove claim. As per the customers contract labor/installation is not covered. Once the repairs are completed the customer was informed to submit receipts so that the $125 reimbursement can be processed.

The whole system needs to be change not the sensor.Upgrading happens when someone doesn't like the system because its either old or outdated, my system is just NOT fixable so I am not asking for an upgrade I wanted to have my system fixed.There is a difference between an upgrade and a broken system that can't be fixed, especially if prohibited by law to be fixed.

We spoke with the customer and waived all the cancellation fees. He will be getting a full refund by check. Please allow 14-20 days to arrive.

We spoke with customer and have approved a full refund back to the credit card. Please allow 3-5 days to show up to the card.

The customers warranty contract was really $399.99. Since the sales representative sent the customer a contract with the wrong amount and did not send them an updated contract we will therefore honor the $199.99 contract that the customer received. We are currently processing a $200 refund check to this customer for their warranty term. We are currently unable to issue the $200 credit directly to the customers credit card as the customer purchased their contract over a year ago. If the customer wishes to renew their contract with Select Home Warranty going forward it will be at the $399.99 price. As soon as the customers refund check is issued it will be mailed out to them. No additional funds due at this time.

Tell us why here...Select Home Warranty specifically outlines issues that are not covered such as water leaks, we advised the customer as per the Terms of Agreement they signed and initialed and sent back to us, they agree to those terms.See Below:6.3.6. Air Conditioning (Central). This Agreement covers the primary floor air conditioning unit of the covered home only, provided that the air conditioning unit does not exceed a five (5) ton capacity. This Agreement covers the following air conditioning components: (i) motors; (ii) compressors; (iii) condensers; and (iv) thermostats.This Agreement does NOT cover window, wall or zone systems or portable air conditioning units. This Agreement does NOT cover (i) air filters; (ii) Freon; (iii) Freon recapture; (iv) geothermal systems; (v) gas or propane air condition systems; (vi) air filtration systems; (vii) humidifiers; (viii) registers; (ix) grills; (x) stands; (xi) jacks; (xii) condenser casings; (xiii) pads; (xiv) vents; (xv) flues; (xvi) clogged lines; (xvii) condensation leaks; (xviii) mismatched systems; (xix) damaged ducts; (xx) improper wiring; and (xxi) improper piping;(xxii)freon leaks;(xxiii)damage caused by freon leak.If the customer did not agree to those terms they could have canceled th policy within the first 30 days of the grace period for a full refund.At this time the customer is not entitled to a full refund for an issue clearly outlined in what is not covered not receive a full refund when they clearly agreed to keep the warranty after the first 30 days.

The customer is not sue a full refund. They has coverage for 8 months and will be refunded according to the terms.