Select Home Warranty

Select Home Warranty acknowledges the Customers’ complaint on coverage for the Refrigerator.On 09/30/2014 customer called in to submit a claim for a leaking refrigerator, customer service representative advised customer that perour Terms & Conditions we are unable to cover the...

repair.See Below:6.2.1 Refrigerator. This Agreement covers one (1) refrigerator located within the kitchen of the covered home. ThisAgreement covers all modules, components and parts of the refrigerator necessary to the functionality of the refrigerator. This Agreement does NOT cover the following list of modules,components and parts relating to the refrigerator: (i) ice makers; (ii) icecrushers; (iii) beverage dispensers;d (iv)freezer parts and components whichare not essential to the refrigerator unit as a whole(v)freon(vi)freonleaks;(viii)damage caused by freon leak(ix)leaks(x)sealed system.Customer, then sent in an email on 10/1/2014 and stated that the actual issue was a manufacturers’ defect and order the part, ad per theterms of agreement, we are unable to cover the repairs.See Below:9.1.5. Manufacturer’sDefect. This Agreement does not cover any system or appliance that has malfunctioned as a result of the manufacturer’s defect, recall and/or defectivematerials or parts. On 08/21/2014, customer placed claim for the dishwasher, there is a limit of coverage for appliances as per the Terms & Conditions,which we did explain and covered a portion for 150.00, on 8/22/2014 when we received the diagnosisSee Below:10. Select’s Liability.10.1 Dimensions,Brand and Color, Limits. Select will not be responsible for matching a systemor appliance’s color, brand, or dimensions and only is responsible forrepairing and/or replacing systems or appliances of similar capacity andefficiency. The following guidelines will be implemented to provide arepair/replacement allowance. For heating or cooling equipment (hvac), in thefirst three months of coverage a $500 repair/replacement allowance will be paidto the customer. This repair/replacement allowance will increase to $1500 afterthe first three months of coverage. For appliances, plumbing and electrical(non-heating or cooling) in the first three months a $150 repair/replacementallowance will be paid to the customer. Select Home Warranty has filled all contractual obligation regarding the repairs for both of the appliances. We would be more than happyto cover any repairs as long as they fall within the terms of the agreement.We have received a signed copy of the agreement on 7/30/2014, which was provided to the Customer for review and outlines thecoverage.

Select Home Warranty sent a technician to the customers’home for the issue with a leak in the ceiling.Our technician found that there was a thread leaking in thepipe, he sealed it with tape as a temporary fix. The technician stated that thesheetrock would have to be removed and there may additional...

work on the pipesthat would be needed.  The customer calledthe next day and stated there was not water in the home, the technician stated thathad been there for almost 8 hours the previous day and there is extensive workthat needs to be done.The technician wen back out on 07/02/2015, and stated thatthe pipe is rusted our and the pipes are running through he studs, he would haveto cut through the studs just to get tot the part that is leaking.We advise the customer that we are unable to cover the issueas the cause of the damage is rust, and unfortunately our policy does not coverrusted pipes.See Below:9.1.2. This Agreement doesnot cover any systems or appliances that have had previous repair or thatrequire repair or replacement as a result of improper installation, previousrepair, damage caused by any construction activity, improper wiring, inadequateor lack of capacity, power failures, power surges, overloads, missing parts,failure to properly maintain, failure to properly clean, neglect, misuse,corrosion, rust, sediment and any modification to the system or appliance. Youare responsible for providing maintenance and cleaning by a licensed technicianon covered items to ensure continued coverage on such items. Select reservesthe right to request prior years (3) maintenance records and/or pictures,without proper maintenance records and pictures the maximum payout on anysystem/appliance is up to $150.00. For example: heating and a/c systems requireperiodic cleaning and/ replacement of filters and cleaning of evaporator andcondenser coils. Water heaters require periodic flushing. This policy coversmechanical breakdowns, it does not cover shelves, door handles, doors, hinges,knobs and buttons, door seals, displays, latches, timers, leveling equipment,clogged drains or lines, cosmetic issues, gaskets, leak searches, lights,noise, refrigerants, valves, dispensers, installation, electrical failures.Select Home Warranty hasfilled it contractual obligation in covering the claim, per the Terms ofAgreement.

The customer was advised that the "VALVES" are not covered per the Terms of Agreement.See Below:9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair ment as a result of improper installation, previous repair, damage caused by any...

construction activity, improper wiring, inadequate or lack of capacity, power failures, power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, knobs and buttons, door seals, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise, refrigerants, valves, dispensers, installation, electrical failures.The customer placed the claim for the HVAC System on 08/24/2015 - the customer stated that they have the work done and would be sending the invoice an proof of payment in the mail.on 09/2/2015.Select Home Warranty was contacted by the customer on 09/30/2015 and they inquired if we received the invoice, we advised the customer that we had not received the invoice via mail.The customer was advised to fax or email the invoice and proof of payment, we received it on 10/07/2015, we did request maintenance records and pictures.  the customer provided records of another property [redacted]Please acknowledge the attached records for [redacted]We have advised the cusotmer that we would be more than happy to move forward with the claim once we have the proper documentation.

The customer returned the reimbursement form on 05/29/2015 for 189.00 and the check was mailed on 06/09/2015, we advise customers that it can take up to 30 days to process due to the fact thatwe have more than one customer to service at a time.

Please refer to Section 6.2.7:Water Heater. This Agreement covers all modules, components and parts of the water heater necessary to the functionality of the water heater. This Agreement does NOT cover solar or tankless water heating systems or the components thereof. This Agreement does NOT cover...

the following list of modules, components and parts relating to the water heating system: (i) flues; (ii) drain piping; (iii) pressure reducing valve; (iv) leaks(v)pumpsPer the diagnosis from the technician the water heater was leaking and therefore that is not a covered item. If the customer would like to cancel their contract I can have that processed for them and they will be refunded the current monthly installment. Unfortunately, the customer is not eligible for any additional funds past that installment amount. Please confirm so that we pay process your request.

The customer has seeked legal assistance , we are limited to the information we can state as the we have not heard back from the customer or the customers lawyer.The customer has been offer the maximum amount allowed for not having maintenance records which is 250.00.The customer was provided the Terms Of Agreement which clearly state we do require maintenance records, if the customer did not agree with providing maintenance on their unit they could have not signed the agreement and received a full refund within the first 30 days during the grace period.The customer is being offered the max amount that is allowed for this claim, we will wait to hear from the customer or the customers lawyer

The customers $400 reimbursement check was issued and mailed out check #[redacted]. They should be receiving it shortly. No additional funds due at this time.

The customer has been informed yesterday that per section 9.1.2 (3) years maintenance is required to review in order to potentially increase their allowance on their AC claim. Until we receive these records the max allowance we can provide is $150. The customer advised one of our representatives...

that she will try to obtain those records for us.

Select Home Warranty has refunded the customer in full as of 4/24/2015

The customer is not canceling, We are sending out a technician.

Select Home Warranty has sent a technician tot he customers home and has only charged the customer for time they did have coverage for, 3 months.The customer cancelled the policy due to the fact that they disagree with the Terms of Agreement regarding the 90 Day cap of 150.00.The cusotmer was provided with a policy which they signed and initialed that the agree to the Terms of Agreement.Select Home Warranty has been more than fair in the cancellation process. See Below:0. 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.

Normally the checks take 30 days. we have refunded the customers credit card ending [redacted]  instead. The credit should show in 1-3 days.

We will send a check.

We will look into the language on the agreement , in the meantime  we have processed your reimbursement and a check will be mailed.

Complaint: [redacted]
I am rejecting this response because: Talked with Select - only refunding $150.00. Waiting for form to sign....

 Stating their policies are online and my responsibility to read before signing. I have cancelled the policy - Warning others Do not us the company. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]i did not cancel the policy when all of this took place. And I was not advised of a payment coming from the company. Until I called the heating company and they told me that the company paid something which they would not say.the heating company told me to call select home warranty. I called and no one would tell me exactly what they paid and what it was for. I started I started the investigation on 11/19/2015 I caneled my policy on 12/29/2015 ask [redacted].

Select Home Warranty does apologize for any inconvenience regardingterms of our contract.We send a copy of the Terms & Conditions along with theactual contract for a customer to review within the first 30 days before thepolicy goes into effect.In this time we encourage customers to call us with...

any questionsor concerns regarding what is covered and what is not.We received a signed contract that was sent into our companyon April 18, 2014 that [redacted] agreed to the Terms of the contract.Select Home Warranty is always available to address anyquestions regarding the Terms & Conditions regarding coverage.We do hope that in the future that we can better serve the[redacted]s’ as it is not our business practice to take advantage of any one.

Complaint: [redacted]
I am rejecting this response because: the aforementioned 'contract' exclusions Select Home Warranty refers does not apply to this warranty policy. I was verbally told by Select Home Warranty staff that the “Platinum Care warranty with salt water pool coverage” purchased included the following items (also provided in writing with no exclusions): “Refrigerator, plumbing system, plumbing stoppage, microwave oven(built-in), heating system, water heater stove/oven, clothes washer, clothes dryer, A/C, Cooling, garbage disposal, garage door opener, electrical system, ductwork, dishwasher, cooktop, ceiling fan” and “roof leak protection.” I did not receive, nor sign, any other information or contract on this policy. I asked for more detail at time of initial warranty quote but was assured above listed contract was all that was needed (a 2-page document describing “Platinum Care” coverage with no exclusions) and all that was endorsed (initialed) at closing.  A/C coils should be replaced as per the policy contract endorsed by customer. Select Home Warranty’s ‘contract’ full of exclusions was not provided to customer until June 16, 2017 (at customer's request to understand what Select was referencing). These exclusions do not apply to my warranty and are not considered legally binding since this document was not provided to me – nor endorsed – as part of warranty purchase.  Warranty companies cannot hold back so-called contractual documents until a time convenient to them. To be considered a valid contractual agreement of this warranty, the document would need to follow the nature of the word - contract- and be endorsed by both parties at time of agreement/ warranty purchase. Again, A/C coils should be replaced as per the policy contract endorsed by customer. Further, Select Home Warranty should alter their business practices in future to ensure all potential customers are provided with and endorse Select's contract with exclusions at time of purchase. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They have NOT covered the complete...

repair; there is a dispute on the credit card payment due to their breach of contract in not immediately paying for the repair. This repair was indeed covered at the time of the claim which they have constantly avoided paying. The only calls I've received have been from someone claiming to be Mr. [redacted] who wants to chastise me in some foreign accent for making trouble for not accepting partial payment, violating sales tax laws, etc.
Regards,
[redacted]

Select Home Warranty advised the customer that we would be more than happy to assist her with her claim once we have sufficient documents. The invoices were from Always Absolute Air Conditioning, which the invoice numbers ran consecutive for 4 years ofinvoices, we also noticed...

the invoices did not have proof of payment.  Select Home Warranty requestedcopies of receipts from the customer for the services rendered =, the customer produced 4 receipts that ran concurrent, again, for four different years. Select Home Warranty reached out to Mr. David Smith, the technician and/or President of Always Absolute Air Conditioning andwas asked about what type of maintenance was performed and additional information that could assist thecustomer with their claim.  The technician was non-cooperative and stated he would not give me his name nor any information, he stated "we will see you in court", in reference to the customer and himself against Select Home Warranty.The customer is a monthly and is not entitled to a refund at this time.  The customer is more than welcome to contact us directly to discuss her cancellation, as we did not receive a cancellation request from the customer after we discussed the cancellation process of monthly customers.Please acknowledge attached receipts and invoices from customer.