Select Home Warranty

Complaint: [redacted]
I am rejecting this response because: Gentleman I spoke to advised o would get an email in 10...

min and it took over an hour and my calling back before receiving the email. I called the company to request how to go about filing for reimbursement and the person I talked to was rude about it. This company is nothing but scam artists. They solicit buyers on the phone and request payment before you have a chance to really review their shady contract. Buyers beware there are nothing but loop holes in their contract. I would advise against purchasing from this company. Save your money and put it towards something more useful.
Regards,
[redacted]

Select Home Warranty would be more to assist the customer once we receive sufficient maintenance records for the unit, which the customer has not provided.  The customer has been provided with the policy on two separate occasions and it is available on line for anyone to see and review, if the customer had any issues within their 30 day review time(i.e. maintenance records and how emergency claims work) they could have called in to inquire about it.The customer only raise the question at the time of the claim and we did explain tot he customer having freon charged into the system was service not maintenance, we are unable to accept that asa maintenance record.Select Home Warranty has filled it contractual obligation regarding the claim for the heating system, without proper maintenance records, as the customer is aware that we have covered a previous claim.

The customer was contacted on June 20th and they were informed to secure their own technician for this claim. All of our available contractors are booked for several weeks and the customer was provided with the secure your own technician option so that they can have someone come out to them right...

away. Please confirm that you received the email with the secure your own technician instructions otherwise I will have it re-emailed to you.

Unfortunately, without proof of payment on the maintenance records the maximum approved allowance remains at $150 for the customers claim. No additional funds due at this time.

The customer will need to go to the contractor to request that refund as they were responsible to pay the technician their deductible to obtain a diagnosis for their claim. The customer did not pay this fee to us and we cannot reimburse them for that fee. No additional funds due at this time.

Select Home Warranty has been in contact with the customer and advised that per the Terms of Agreement, flashing for the roof is not covered.See Below:4.2. Limited Roof Leak. This Agreement applies to roof leak repairs over the occupied living area of single family homes only. This Agreement covers the roof leaks only.This Agreement does NOT cover the following list of modules, components and parts relating to roof leaks: (i) patios; (ii) porches, (iii) decks; (iv) metal roofs; (v) foam roofs; (vi) shingles; (vii) cemwood shakes; (viii) cracked and/or missing material; (ix) tiles; (x) tar and gravel; (xi) flat or built-up roofs; (xii) structural leaks; (xiii) asphalt; (xiv) gutters; (xv) downspouts; (xvi) skylights; (xvii) flashing; (xviii) patio covers; (xix) solar components; (xx) attic vents; (xxi) roof jacks; (xxii) satellite components; (xxiii) antennae; and (xxiv) chimney components.This Agreement does NOT cover repairs requiring partial or complete replacement of the roof.

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

response because:
finally had an opportunity to speak to Mr [redacted] 9/28/16 & let him know I want my money back. I responded to their misrepresented email to me in April 2016 & was given run around since when I reauested my money back.
Regards,
[redacted]

We did speak with the customer  and have upped the reimbursement from $125 to $200.

All the terms are listed clearly on our website as well as they were emailed to the customer when they signed up. 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 page accompanying 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 been provided 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 be charged and any service costs incurred by Select Home Warranty. The customer has been refunded according to the terms.

The customers reimbursement check for their microwave was mailed out yesterday check #[redacted]. With respects to the customers washer claim the $125 reimbursement form was just signed on 7/27/17 and a check usually gets issued within 30 days. I have manually submitted the check for processing. It will...

be mailed out by the end of this week.

We are sending a full refund by check.

Select Home Warranty has issued a refund for the remaining balance directly to the customers credit card, they should allow 1 -2 business days for it to reflect on their account.

The terms of Agreement of Select Home Warranty clearly states that leaks are not covered, when the customer signed and initial the policy and sent it back that they agreed to the set terms.

A technician was out to the customers home on 9/22/17 and a diagnosis was received. The customer refused to pay the technician their service fee as stated in their warranty. Until the technician receives the service fee owed to them we cannot proceed with the customers claim accordingly. Please...

submit proof of paid service fee so that we may have the authorizations department review the customers claim for final determination.

we did speak to the customer , We have the correct address and a check has been mailed.

Select Home Warranty has contacted the customer to resolve the matter of the cancellation request and it is currently in process.We will notify the customer once the refund is issued back to the credit card

Per the diagnosis of the customers A/C claim this claim was denied. The customer was informed that per section 6.3.6 leaks are not covered, in addition they were denied along with section 9.1.2 which states that the unit is not properly maintained as stated below:  6.3.6. Air Conditioning...

(Central). This Agreement covers the primary floor air conditioning unit of the covered home only, provided that the air conditioning unit does not exceed a five (5) ton capacity. This Agreement covers the following air conditioning components: (i) motors; (ii) compressors; (iii) condensers; and (iv)thermostats. This Agreement does NOT cover window, wall or zone systems or portable air conditioning units. This Agreement does NOT cover (i) air filters; (ii) Freon; (iii) Freon recapture; (iv) geothermal systems; (v) gas or propane air condition systems; (vi) air filtration systems; (vii) humidifiers; (viii) registers; (ix) grills; (x) stands; (xi) jacks; (xii) condenser casings; (xiii) pads; (xiv) vents; (xv) flues; (xvi) clogged lines; (xvii) c9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair 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 annual 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 upto $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement 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.

That is incorrect. The customer purchased their contract on May 16, 2017. The customer filed their first claim with our company on June 23, 2017 which is after the initial 30 days. The initial request to cancel the contract was called in on July 6, 2017 at which time the cancellation request was submitted for processing. On 8/10 we received notification that a dispute was filed. The customer did not request to cancel within the 30 day period and is not eligible for a full refund. Since the customer has already received their refund they are no longer owed any additional funds from our company.

We did speak to the customer. We have waived the cancellation fee for 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]