Select Home Warranty

Complaint: [redacted]
I am rejecting this response because:The charge has NOT yet been refunded to my...

accountThe complaint was NOT about money paid, rather about, at best, neglect on the part of the salesman or, at worst, dishonesty on the part of the salesman.  A 30 day cancellation policy does NOTHING for consumers who are unable to understand contract language and are basing their decision to buy on inaccurate assertions made by sales representatives.  These people will continue their policy through the cancellation period and will not realize their mistake until submitting a claim for an asset not covered by the plan. 
Regards,
Lisa [redacted]

The normal process is to send a check. We put it back to the card so you don't have to wait. This has already been done and you policy has been cancelled. All we have done here is expedite the process for you.

Complaint: [redacted]
I am...

rejecting this response because:  The policy did not go into effect until 4/2015 as I had a policy that was in effect until that date. It is hard to find a technician when there are none that will accept the warranty from the company I had.The warranty was not about to expire as I bought a 3 year policy and got 6 months free. So in reality and according to my paperwork, my policy was a 42 month policy and had I kept it, it would not have expired until 10/2018. I called on 11/8/15 and a contractor was not assigned until 11/9/15. I called the contractor to set up a time for them to come out and look at my furnace and he said that unfortunately he does not take Select Home Warranty. After doing some research, I found out that there wasn't anyone who would take the warranty product I had so I cancelled.In regards to the car insurance scenario, the company is comparing apples to oranges. The difference being with car insurance the car would have been fixed and I would have only had to pay the deductible. But with this warranty, I was expected to go without heat for at least 24 hours during a cold spell and then have to pay for my furnace to get fixed because there is not a technician who would accept my warranty. With a warranty, things get fixed but with this warranty nothing gets fixed. And that is why I cancelled. Why would I have a warranty if I can't find anyone to take the warranty to fix something that is broken.  Even if I paid for the 5 months I had the warranty, I am still owed money. My refund would have been $937.65. (My policy premium was $1125.00, if you divide that by 42 you get $26.79 per month. And if you take the $26.79 and multiply it by 35, which is the number of months I had left on my policy you get $937.65.) The refund I received from the company was $690.02, which is a difference of $247.63.  
Regards,
[redacted]

Please refer to section 6.2.7: 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.(i)Control board (ii) thermostats (iii) gas valves (iv) burner assembly(v) heating elements(vi)pressure...

switches(vii)thermocouple(viii)ignition module(ix) and igniter Excluded:solar or tankless water heating systems,leaks and pumps.As stated in the warranty leaks are not covered. When the customer filed their claim they specifically stated that their water heater is leaking. The policy clearly states that leaks are not a covered item. No additional funds due at this time.

After filing our complaint against Select Home Warranty several issues have arisen you should be aware of. On 3 June I called Select Home Mortgage to cancel the policy. Today we called them and the representative stated we...

had called back later to cancel the cancellation. We did not call them to do so. Then he began to read a paragraph concerning the $75 fee for cancellation they had agreed to drop after filing the complaint. The paragraph he read that is supposedly in our contract is not, we read ours as he quoted the paragraph and his copy reads differently than ours. Then the representative told us our refund would be prorated based on a purchase price of $539.98 instead of the so called discounted price of $474.97 we paid in full that is on our contract. No mention of a discount was ever made at the time of purchase, but doing so now conveniently let's them pocket an additional amount.  We purchased the contract on 3 February, and it did not go into effect until 8 March, but the prorating is based on 3 February. So again they keep another $45 by manipulating the numbers in there favor. We paid for two service calls, one for air conditioners and one for an ice maker. Neither of these were fixed by the service representatives. We paid $45 for each but the Select Warranty rep claims they pay the difference to the repairman up to $150 per service call. We called the responding repairman and they stated they received nothing from Select Warranty.The deceptive practices of this company warrant further investigation, and now we have to wait 30 days to find out whether we'll receive any money back.

It specifically states under our terms and conditions section via our website that Select Home Warranty reserves the right to request maintenance records. In addition to it being shown on our website for all customers to read prior to purchasing their warranty it is also stated in our contract. Attached is a copy of the customers SIGNED contract, which by definition means that they accepted all our terms and conditions. Please either supply us with the requested maintenance records or the allowance on your claim will remain at the original $150 which was previously approved.

The last thing we heard from the customer on 1/15/2016 was that or technician was scheduled to go out on that day

[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. They have refunded me my full initial payment after much headache and back and forth on the phone. Horrible company. There should be some sort of regulation over this industry.
Regards,
[redacted]

The customer cancelled their contract after 30 days, the cancellation procedure is clearly listed as follows: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 pageaccompanying 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 beenprovided 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 becharged and any service costs incurred by Select Home Warranty. The customer was refunded accordingly, per the Terms of Agreement.

I received one check on Monday 15 December.  The Check was dated and mailed 5 December to my address in...

Ohio despite my providing the correct address.  It was only one of the claims which I was told would be mailed.  I then received a phone call last week Tuesday as I recall from [redacted] at Select Home Warrantee.  She asked if I had received both checks.  I stated I had not and I was told they would both be mailed.  She apologized and asked me to confirm my address.  She stated she had mailed the second check in  hand written envelope and thought she may have sent it to an incorrect address.I asked her when the check was mailed.  She told me the check was dated and signed on 9 December.  She asked for me to wait until Friday 19 December and she would call me back to see if the check arrived at my correct address.I received that check on Saturday 20 December.  The check was mailed on 15 December not 9 December as [redacted] had led me to believe.  I have not gotten a call from [redacted] to confirm it had arrived as of the time I am writing this.Again, this company has stated they made payment on the claims and mailed them on 5 December yet they had only processed one on that date despite all of the claims that they had even in the correspondence to this complaint.  This company is highly suspect in their business practices and do not live up to their advertised services.

On 03/27/2015 thecustomer placed a claim for their HVAC system, on 04/08/2015 we received a diagnosison 04/08/2015 for the HVAC System.  The technicianreport was that the Carrier HVAC System; age 12 years old had heavy rust andthe contactor was corroded—The unit now needs a new compressor...

& condensereven though the customer stated that the compressor was changed out three yearsago.When a customer requires a major repair/replacement of asystem we do reserve the right to ask for maintenance records.  The customer sent in three documents, onerecord is from December 2013, which states that there was quote to replace theunit then due to Rusted Evaporator coil and some type of fungus/mold growing inthe unit.  The customer also included asecond maintenance record from August 2014 that stated that evaporator coil wasstill rusted and there was still mold/fungus on the unit.Select Home Warranty is more than willing to assist customerwith repairs and replacements, but, we are unable to do so if the customer isaware of an issue and does not have it taken care of prior to purchasing the warranty.   The issue with the HVAC have been going onsince 2013, maybe a lot sooner, and the maintenance records clearly state thatthese issues were present and the customer did not take steps to resolve them.Select Home Warranty is unable at this time to move forward withthe claim due to the issue being present well before the customer purchased thewarranty. Please acknowledge the attached invoices from the customer.Select Home Warranty has offered the customer a courtesypayment at this time, and we suggest that the customer have the repairs donethat should have been completed back in 2013, once completed the customer maysubmit a paid invoice for further review and a possible increase in the paymentoffered.

Please note that this matter is resolved as the company sent a check for the repair to be done. Thank you.

The customer has been approved for $150 towards their claim. As soon as we receive the signed reimbursement from the customer we can process their check.

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted].  I spoke with Select Home Warranty personnel and they have offered $150.  I have accepted the $150 because that is absolutely all they will do.  I am not satisfied with this amount, however, and feel that Select Home Warranty is fraudulent.  They told me that $150 is the cap for reimbursement for a refrigerator anyway.  This is NOT how other homeowner warranties operate.  From working with them in the past, obviously $150 is the cap that they offer on anything, no matter what the replacement is.  Not a happy consumer and still believe Select Home Warranty is a rip off and fraud.

I am rejecting this response because: It took almost two months and several calls and emails to get a refund for services never rendered.  I don't accept that this issue...

has been fully resolved when there has been nothing done except finally getting a refund for money they should have never charged me.

The customers warranty has been cancelled per their request. Their cancellation fee has been waived. As soon as their refund check is issued it will be mailed out to them.

[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]

We did reach out to the customer and have approved a reimbursement for the claim.

The service fee is paid to the technician to obtain diagnosis. A diagnosis was received and approval information has been sent to the technician to complete the repairs. Have you reached out to the technician to schedule an appointment to complete the repairs? If so, have they not responded to you? Please advise as soon as possible so that we may have this issue resolved for the customer.

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