Select Home Warranty

I am rejecting this response because:
When I registered with Select Home Warranty, the company never informed me of any regular protocol. I was told to get the work done and I would get reimburse. I was never told that Home Select  would contact my contractor. Always Heating and Cooling  company has been performing maintenance work for me for over 10 years. as far as the contractor is concern: Select Home had no business contacting my contractor. the business was between me and Select Home Warranty solely. Select Home were harassing my contractor. Select Home Warranty stopped calling me and started calling the contractor. that is when he threaten to see them in court concerning the maintenance on the furnace. I did provide records for the maintenance that was performed but every time I submitted any record, Select would want additional records or copies. everything that was requested I hurried and tried to get records back as soon as possible because I didn't want a delay with getting my money back. but they kept saying it was not sufficient. I kept repeating I want my MONEY back. they kept telling me you will get your money back after we received additional documents. they kept running me around. Select did not respond to me anymore.after I was informed by my maintenance contractor that they had notified him, I called Select but could not get a response. they would not answer my call, they put me on hold, hung up the phone and several times not answer my calls. this is when I notified Revdex.com. I had called so often that they were familiar with my number. I then realized that they aren't going to refund me my money. they are playing games. I believe they never wanted to reimburse me from the beginning. I want to be reimburse for the stress, hassle, and the run around that I had to endure. they should have been honest from the very start then I probably wouldn't feel like I do now.

A diagnosis has been received from the technician on 1/31/18. The customer was informed yesterday to allow 24-48 for the claims to be reviewed by the authorizations department. As soon as the claims determination is made the customer will be contacted. No additional funds due at this time.

Complaint: 10650150
I am rejecting this response because:
I was told I would get my 405 in email back and I want my 405. I have paper work to prove that I was told that I will receive 405

The customer may want to refer to the section again that clearly states that we have the right to request maintenance records.9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair or replacement 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.It is clearly initialed by the customer on page 5 of 6, we discussed this with the customer over the phone, we would be more than happy to move forward, however, we do require sufficient maintenance records. Select Home Warranty did try on many occasions to resolve this matter, but, the customer stated they were taking us to court.

Complaint: [redacted]
I am rejecting this response because: Since Select Home Warranty appears to be avoiding paying me the $150 owed me on my HVAC claim which they approved via their email to me in June, then at the very least I expect to be reimbursed for the full amount of my home warranty payment of $1000.  I have had to suffer through 7 phone calls with them that have produced absolutely no results. If they aren't going to honor any part of the warranty that I purchased, then I have to assume they are scamming their customers.  I have read dozens of similar complaints from their customers online.  I will also be getting the State Attorney General consumer department involved.
Regards,
[redacted]

We purchased two warranties for homes in different cities. In neither instance was a repairman available in-network to assist us. When filing the claim for the [redacted] property, we waited days before being told nobody could assist us and that we must find someone on our own, pay out of pocket, and then we may or not be reimbursed. The second property in [redacted] involved an emergency when a leaky pipe caused our basement to flood. We filed a claim,had to wait 24 hours just to receive a ridiculous questionnaire by email asking for further detail of our problem, then another day later we were assigned a company three hours away from our home. When I called the company for service, not only did they say that we are too far away, but they said they don't even have a work agreement anymore with Select Home Warranty, so that was a double reason they cant help us. Then we call back and wait even more time for another name, at which point our basement was flooded more and they said they cannot provide a company to help us, that we must locate someone on our own. This company is nothing but a scam taking people's money and not providing any service. I kept calling trying to speed things up and get help,  but none of the people were helpful and no services were ever provided. In fact, they made the damage worse by having to wait so long for it to be fixed. If I have to find my own repairman and pay myself, then what purpose do they serve? By the way, we did submit the invoice, as instructed, for the repair of the [redacted] air conditioning unit but we were never reimbursed for having paid out-of-pocket to the repairman. After canceling the contracts we didn't get our refund back for that either. I want our money back since they failed to help us, and if I don't get a full refund for both premiums paid, and for my AC claim, I plan on filing a civil lawsuit for their breach of contract in the failure to repair the leak in a timely manner which led to further water damage.

We spoke with the customer and the tech. We have scheduled the tech to come out Monday. We apologize for the experience you have had so far.

I am rejecting this response because:I spoke to the technician and he informed me the heat exchanger has rust, but not damaged.  He also sent me an e-mail stating the same thing.  I cannot provide maintenance records because we recently purchased the home.  Select offered me $100---we paid $60 to the technician they sent out. I believe the twist they are putting on the issue is unethical and dishonest. 
Regards,

Complaint: [redacted]
I am rejecting this response because:Attached is a copy of the page of the contract with Select Home Warranty.  It does not state that maintenance is an issue.Our entire system had to be replaced because it broke down.  The condenser was shot after 12 years and the coil was leaking.  The entire system should be covered.
Regards,
[redacted]

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.  It took over three months to receive payment on my claim for August 6, 2105.  This is certainly a case of bad faith.

We did speak to the customer and approved a reimbursement for the claim

The customers policy has lapsed. This customer did not make any payments since August 1,2017 and since they are past due on 2 installments their account has officially lapsed. Once the customer is behind on payments we can no longer assist this customer with any claims services.

Complaint: [redacted]
I am rejecting this response because:Select Home Warranty has been saying this for two weeks now, but they persisted in telling us to get our own technician to fix the problem and they would...

reimburse us.  Due to the record heat, we contacted our own technician who came immediately, and had the technician speak with Select Home Warranty to authorize the repair and he advised him that this was due to normal wear and tear.  The motor for the blower fan is 16 years old and reached or exceeded its expect service life.  We paid for the repair which was $577, and then submitted the pictures and the invoice to Select Home Warranty.  We received a reply from Select Home Warranty telling us we would only be reimbursed $150 due to customer neglect.  This was not neglect, but normal wear and tear.  Therefore I am rejecting their response.
Regards,
[redacted]

Customer has been informed that installation is not covered under their contract as per section 9.1.2. In addition, our warranty terms and conditions are present on the website. Customer purchased their warranty in April 2016 and is no longer eligible for a full refund as they are over a year into...

the warranty. Customer also provided us with a signed contract on 4/20/16 accepting our warranty terms and conditions (see attached document). No funds are due at this time to this customer.

[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]

Complaint: [redacted]
I am rejecting this response because: I have asked my tenant, who paid for the service, for his credit card statement and he will not provide it to me. If I had paid it personally I would have no problem giving this company a copy. but I cannot. For a company to state that a credit card statement is the only form of proof they will accept for a credit card transaction, and NOT disclose that information up front seems to be  misleading. They never advised what proof of payment they are and are NOT willing to accept. I have provided them an invoice from the company stating the service was paid for, as well as, an email receipt from the company. I have been with then for about 8 or so months. If I were going to commit fraud, would it be on such a menial claim?This company never even called me back to advise they could NOT provide a contractor to fix the issue. If they had lived up to their promise in the first place to provide a contractor, we would not be in this situation right now.
Regards,
[redacted]

We spoke with the technician and they will be going out.

Complaint: [redacted]
I am rejecting this response because:
You just updated my email and never had it prior. I would like either my AC paid or my policy refunded.
Regards,
[redacted]

We did speak to the customer and helped with the issue.

Select Home Warranty has been in contact with the customer and at this time they have requested to cancel their Policy with us, we are in the middle of processing a refund for them now.We will make sure we expedite the process and refund the customers card directly.