Select Home Warranty

Select Home Warranty is addressing the mater at hand, for the claim, our customer service representatives are trained to be courteous and are helpful to many customers.We would like to apologize if your experience was not pleasant, we do have our Quality Assurance department working on these matters.

Complaint: [redacted]
I am rejecting this response because: SHW did not provide the service in a timely manner.  This was an emergency, I had no hot water as the heater broke.  I was told it would take  two weeks for a technician to come out to as the issue to see if I needed a plumber.  This was  unacceptable. Note when they called, I had two plumbers in my basement replacing my hot water heater but they could not find a provider in my area.  As stated in my complaint, I was told I should have gone to [redacted] to purchase the hot water heater cause they were only going to give $500.00.  What does SHW think an emergency is worth?         The company was not honest concerning the service they provide, from the first person I spoke to,  to the last person I had contact with.  Twice I was told I should accept the $500.00 and keep my agreement as they did nothing wrong. They failed to provide service that I paid for.      
Regards,
[redacted]

We did respond and we are helping the customer with the reimbursement

[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 policy agreement is clear on what is covered and what isn't. We have already gone above the policy terms and have waived the cancellation fee.

Complaint: [redacted]
I am rejecting this response because:
The guy from SHW just repeated AC not covered. When I asked why I was given so many excuses that kept changing he hung up on me.
Regards,
[redacted]

Select Home Warranty would like to apologize for any delay in issuing the customers' refund -- We have issued the pro-rated refund to the customers' credit card as of 3/19/2015.

Complaint: [redacted]
I am rejecting this response...

because:  I was told that select home warranty would supply a technician to fix my AC and all I would have to pay is a service charge.  They sent me the name of a technician and when I contacted him he said he doesn't work on condos where the AC is on the roof.  He said he as told the select warranty that many times and they still keep sending people to him.  I notified select home warranty that he didn't work on condos with the unit on the roof and they said they would give me the name of another technician.  Then I received an email from them telling me to find my own.  Yesterday I received an email from them stating " Policy Holder: [redacted]Policy # [redacted]Dear [redacted],Thank you for submitting your claim.We have processed your claim for policy #[redacted].After a Review of the information concerning the specific issue with your HVAC system, the issue you are experiencing is maintenance related. The unit does need to have regularly scheduled  maintenance. i.e. cleaning of coils, cleaning of the unit, freon pressures and check of all electrical connections etc. Maintenance related issues are not covered by your policy.The next step would be to have your HVAC cleaned by the technician sent to you by Select Home Warranty.Should you have any questions you may reply to this email.Thank you,Claims DepartmentSelect Home Warranty HOW AM I SUPPOSED TO USE THE TECHNICIAN SENT TO ME BY THEM WHEN THEY NEVER SENT ONE!!!!!!!!!!!!!!!!!!!  
Regards,
[redacted]

[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 speak with the customer and have set up an appointment with a technician to go out.

Select Home Warranty does not cover any type of access points, the customer is responsible for providing an access point for the technician to be able to provide the diagnosis.Most of our our customers either have a local technician come out or they pay the technician we provide separately for the...

access.

I am rejecting this response because:This "insurance company"is really just a sham.  I am currently working with the New Jersey Department of Banking and Insurance and they have bought in the Dept. of Law and Public Safety.  I also fear this company may be operating under other names, D/B/As or other entities that have the same bad actors.  I am currently the process of bringing this to the [redacted] Attorney General's office's attention and seeing to it that WI is also on notice.  This company pretends to cover you if you need repairs,  but they then refer to sections of their agreement that they have cleverly crafted that sound reasonable at first blush, but which they construe in an overly aggressive and ridiculous manner.  For example, this A/C unit was examined by a professional home inspector last August.  It was checked for proper freon level, performance, etc.  They now dishonor the claim due to their requirement that we now be able to demonstrate that the unit was serviced twice a year for the past THREE YEARS.  The house is in WI.  No one services A/C twice a year there.  They are used about four months of the year.  Where in the contract does it say that?  It does not.  They use the fact that they reserve the rights to see if something was "properly maintained" to now impose this three year, twice per year look back.  In this instance, they even knew that this was a policy we were giving to buyers of our home and that we were moving and placing most of our stuff in storage.  They never said to even keep service records.  This would be like a car warranty being voided because you did not bring the car in twice per year for a complete inspection (that you would pay for) twice per year.  And, you do not learn that fact until you file a warranty claim and they reveal the fact that they secretly hold this "twice per year" requirement as a card to play whenever they need to.  They also say that a professional inspection of the unit is completely irrelevant and determines nothing.  Really?  So, how would the average home owner have better information about a device they take out insurance on than by having a professional inspection made of it?  This shows how ridiculous they really are.  They will deny virtually any significant claim with impunity, if they get away with this.  I would not be surprised to learn that they are rolling up this company and moving on to the next.  They sold this insurance, got the premiums and are now going to let this company die, keep the money and start another.  Look at the reviews of this company online (at Ripoffreports.com and elsewhere).  Also, they make it very, very difficult to even make a claim.  They leave you on hold for 20 minutes and then ask you for a policy number, when you give it to them, and then they say they need to call you back (which they do a lot), they then leave you a voicemail saying it is not a valid policy number. After a few more calls, they finally acknowledge that it is in fact a good policy number. Meanwhile, you have spent all of this time calling them and leaving messages.  In this case, days have gone by.  They them called me three times during Sunday church service and left voicemails saying: "this is call one,  . .  this is call two . .  and then saying, by the way, I see this has already been resolved (referring to an earlier $100 final offer for the $1000 claim).  Thus, you must start all over again.  In one of my conversations, while explaining this issue, supposedly to a senior manager, he interrupts me and says "blah, blah, blah.  We are not going to honor this claim."  When you finally, and I mean finally, like after twenty calls finally, speak to someone in "higher management," they sound like they are auditioning for a Sopranos remake.  And I don't just mean having a New Jersey accent.  I have friends from Jersey.  I mean disrespectfully and rudely telling you things like; "Listen to me, if I were you, I would take a refund on this policy, as we are only ever gonna cover $250 for a bad A/C unit anyway, you know what I mean?"  They seem to delight in the fact that you have fallen into their little trap and they want you to know that they have all the time in the world to run out the clock and leave your A/C unit not working while you decide what you are going to do to get it fixed.  I think this represents consumer fraud in the purest form.  They run ads making you think that you have paid significant money to gain peace of mind and instead you find a claims process that is impossible is navigate, long wait times, and cleverly thought out loopholes that use to beat you into submission.  Revdex.com and government authorities needs to look into this very carefully and shut it down, and the next entity that springs up in its wake, with the same tough guys running it.  In my opinion, it also appears to be a practice and pattern of criminal enterprise (RICO) and a violation of the Mag-Moss Federal Warranty Act.  I am more than willing to serve as a witness in any criminal investigation or proceeding.  If you condone this business, you owe all of the previous snake oil salesmen and con artists that you put out of business a written apology.

Select Home Warranty was contacted by the customer to place a claim that the HVAC unit is cooling but leaking from the bottom.We advised the customer that as long as the unit is cooling which means there is not a mechanical failure and just leaking water, we are unable to send someone out.We do...

suggest that the customer secure a local technician to take a look at the issue, as they may have an issue with condensation in the unit,, and let us know what type of repairs are needed.See Below:1. In consideration for your payment to Select, and subject to all of the terms of this Agreement, Select will arrange for a qualified service contractor and/or technician (“Independent Service Technician”) to repair the systems and appliances covered under this Agreement, when they become inoperable due to normal wear and tear. The HVAC unit is operable, the issue is that it is leaking water, which is not an operational issue.

Complaint: [redacted]
I am rejecting this response because:
The explaination from the manager of the company this morning tells me that they can reject any claim where any physical damage occurs. If a water heater springs a leak....physical damage. If my pool pump would have shredded apart inside and caused damage to the plumbing......physical damage. Considering normal heating and cooling cycles in the desert Southwest would seem normal to me, but this business does not do that, while others do (and I have confirmed this). Their responses have told me that there is nothing I can do about it, they do not care about their customers, and are in it purely for the money. The fact that a [redacted] page has been created for customers and former customers to vent, as well as their 1 star rating on [redacted] tell me that my best bet will be to cut my losses, drain my pool, and start saving money to replace the filter myself,  as the pool has already started to turn green and will soon stain. It is still over 100 degrees here, and whether Select home warranty believes it or not, the extreme heat will begin to cause issues.  I have already told Select Home Warranty to cancel my service, and I am thankful for the support from the local business who appears to not be willing to do business with the company based on the treatment they witnessed, and received during this claim. I will take my business to one of their competitors in the area, and take this as a life lesson. I spent the majority of the past 2 decades overseas in the military, and couldn't believe when I was told that this country is a different place than I left. I now know what they were talking about. Thank you for the quick response, this complaint can be closed, because nothing will be accomplished, I will figure it out myself.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Within the first 4 months we attempted to get service 3 times. We paid $45 for each of these services. Each time the service request was denied saying it was not covered.  When I purchased these policies I specifically asked the sales person if these items were covered and I was told categorically that they were standard A/C services and were covered. So Freon that was required was not covered, for which I paid $300 to recharge. A damaged air handler grille was also not covered and a third time the air handler was leaking due to the damaged grille, was not covered either. I was not made aware of a $75 per contract cancellation fee either.
Regards,
[redacted]

The customer spoke with a representative yesterday and requested to have their warranty cancelled. The customers contract has been cancelled as requested. As soon as their refund check is issued it will be mailed out. No additional funds due at this time.

We have tried to reach the customer but have not heard back . The customer is not eligible for a full refund. The customer was approved for the policy limit for the claim they placed. The cutomer had placed the claim in the first 3 months of the policy . Please see section 10.1 of the terms. "For...

additional coverage options in the first three months a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $400 after the first three months of coverage. We did approved the customer for $175 towards the claim which is above the policy limit. The customer elected to cancel and is not eligible for a full refund.  We will waive the cancellation fee for the customer if they wish to cancel. Whether the customer wants to keep the policy or cancel , In both situations we have gone above the policy terms.

Select has already issued the customer a refund in the amount 240.00 on 2/10/2015 directly back to their credit card

[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]

Select Home Warranty emailed the customer on 2/6/2015 and requested pictures and maintenance records as per the Terms of Agreement, we are waiting for a response.