Select Home Warranty

THe cusotmer disputed with their credit card company against Select Home Warranty, and has received a full refund

On 2/19/2015 the customer placed a claim with Select Home Warrantyfor the issue with their stove, we do have technicians that service that are,but, most of them were booked up and did not have availability.Select Home Warranty advised the customer to secure a localtechnician and they would be able...

to have faster service, the customer hassmall children and this way they would not have to wait long for anappointment.The technician went out to the customer’s home on 2/23/2015and stated that the range required a new control board, and the unit is 13years old.Select Home Warranty did advise the customer that in thismatter that the actual repairs are more than value of the unit we do offer cashin lieu, which the customer may use the money towards a replacement or repair.See Below(iii) In lieu of replacing asystem or appliance that is deemed irreparable or it is not cost effective torepair, said determination being made by Select, Select may choose to pay acash settlement for the irreparable component of the system or appliance.Select is not responsible for installation. The cash settlement shall be in anamount not to exceed the depreciated value of the component/appliancebeing replaced;(iv) Select themanufacturer, make and model of any replacement parts used in the repair of thedefective system or appliance; and(v) Obtain a secondopinion with regard to the cost of replacement without any additional cost toYou.We did advise the customer of our determination as well as theissue with the service call fee.  The customeris only responsible for a 45.00 payment to the contractor and we will reimbursethe rest as agreed.  We have sent the customera reimbursement agreement for the fee they have paid less the 45.00.  Once the customer signs it and sends it backwe would be more than happy to issue the reimbursement for the service callfee.Select Home Warranty is more than happy to still discuss thematter regarding the Range and come to a resolve.

We have processed a full refund for the customer. They will be getting this refund in 2 separate checks. Please allow 7-10 days for both to arrive.

[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]

The customer was issued a full refund directly back to their card on 6/19/2015.

We did reach out to the customer, they do not lose out on free months, the policy is still active

The cusotmer purchased the policy on 07/28/2015 for 12 months, the customer has placed a claim during the courtesy month we offered, the cusotmer is not due any refund as they have used their time that was purchased and expired on 07/28/2015.

We tried to reach out to the customer a few time. We have not heard back. We refunded $90 back to the customers credit card for the inconvenience  they experienced. If they need futher help they may call Mr. [redacted] at ###-###-#### Mon-Fri 9-6.

The customer placed a claim on Sunday. We dispatched a tech the next day. [redacted] Tel: ([redacted] was sent on the job

[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]

The customer had already cancelled their policy with us on 2/14/2015.

The customer was refunded as follows per the Terms ofAgreement at a non-discounted rate:The customer paid 1275.00 on 06/06/2014 or a one year term.Select Home Warranty charged the customer for 11 months ofcoverage at the non-discounted rated at 45.00, and a cancellation fee of 25.00.Select Home Warranty has also paid out 720.90 in claims forthe time the customer has had the policy.11 months * 45.00 = 495.00 – 25.00 (cancellation fee) =520.00 – 720.90 (claims paid out by Select Home Warranty) = 1240.90 Total1275.00 -1240.90 = 34.10 refunded to the customer

Someone from our office spoke with the customer on June 24th. The customer was informed that we only received a document from 2016 but cannot be counted as a maintenance record as it was just a check up and not an actual cleaning. In addition, we did not receive any additional years as requested....

The customer understood and informed us that they will proceed with the repairs and send us the invoice for review once completed. Customer was in agreement.

Complaint: [redacted]
I am rejecting this response because:
I have asked for a breakdown of the supposed refund and I have not received the refund nor a copy of the breakdown yet. The company has promised checks before and never mailed them. I am not closing this case until I receive the refund. 
Regards,
[redacted]

The customer has been approved for $150 allowance towards their garage door. A check is currently being processed. As soon as it is printed it will be mailed out.

The policy does not cover maintenance. this is the customers responsibility . Please see section 9.1.2 "You are responsible for providing maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items."This is not a covered issue.

Select Home Warranty has issued a refund back to the customers' credit card, we also tried to reach out to the customer they stated they did not want to have anything to do with us.

Select Home Warranty has a responsiblity to collect payment from the customer, the customer has a responsibility to make sure the payment is available to be colleced in order to honor the agreement.The customer has not paid the bill in over 5 months, since August of 2014, the coverage has lapsed and without full payment we are unable to take any claims at this time, as per the Terms of Agreement.

Customer has already disputed charges to Select Home Warranty with her credit card company.

In the event of future claims the customer can request to hire their own technician. However, there is procedure involved with doing so and when the time comes the secure your own technician procedure can be thoroughly explained to the customer.