Select Home Warranty

Complaint: [redacted]
I am rejecting this response because:Sellect home warranty policy on refunds is less then half of the money I  have paid them. 
Regards,
[redacted]

Select Home Warranty did explain to the customer that the Terms of Agreement clearly state that the policy goes into effect in 30 Days - 5 days for policies purchased with credit cards.See Below:4. Term. The term of Your service contract, as set forth in this Agreement, shall begin thirty (30) days...

following Select’s receipt of all outstanding payments and premiums due to Select are received by Select (“Effective Date”) please add an additional 5 days for credit/debit card payments. In the event Select does not receive all outstanding payments and/or premiums outstanding , for any reason, Your service contract term will not begin. Your service contract will begin on the Effective Date and remain in effect for one (1) calendar year following the Billing Date (“Termination Date”). Coverage waiting period may be expedited with proof of prior coverage's expiration date provided there was no lapse in coverage. If the customer had any questions or concerns regarding this matter they could have called Select Home Warranty before signing the contract.

[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 cusotmer is only entitle tot he max amount allow on the policy which is 500.00 we giving the cusotmer the remaining amount left which is 402.06 plus the 45.00.The customer agreed to these terms as they signed the Terms of Agreement See Below:10. Select’s Liability.10.1 Dimensions, Brand and Color, Limits. Select will not be responsible for matching a system or appliance’s color, brand, or dimensions and only is responsible for repairing and/or replacing systems or appliances of similar capacity and efficiency. The following guidelines will be implemented to provide a repair/replacement allowance. For heating or cooling equipment(hvac), in the first three months of coverage a $500 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $2000 after the first three months of coverage. For appliances, plumbing and electrical (non-heating or cooling) in the first three months a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $500 after the first three months of coverage. 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. In the event a part is not available, Select's responsibility is to reimburse for the value of the part up to the policy limits.If Freon coverage is selected as an option the limit is $150 for the first 3 months of coverage and $250 for the remainder of the contract.

We have tried to reach to to Mr. [redacted] and left several messages. Please have Mr [redacted] can Mr. [redacted] at ###-###-#### for help resolving this issue. He can call Mon-Fri 9-7 est.

The check has been mailed to Lawyers Title Co for the remainder of the balance of the refund.

Complaint: [redacted]
I am rejecting this response because:they will not cover the additio6 pays to get the heating system in working order.  I am canceling the policy and they are charging me a cancellation fee, and...

deducting  the cost of any services paid out from the remainder of the policy.  this makes no sense.  if they are deducting all these fees then I should be reimbursed for all 12 months not just 6 months.  
Regards,
[redacted]

Unfortunately, the customer is not eligible for a full refund. Multiple claims have been filed during the policy term and multiple technicians were dispatched to the customers home for several of those claims. As a courtesy we can waive the $75 cancellation fee that would be deducted from their refund if they wish but they cannot get a full refund as they are requesting.

we did speak with the customer and they will be taking the $150 reimbursement .

Complaint: [redacted]
I am rejecting this response because: I sent the business an email receipt, provided by the vendor and a copy of the invoice saying paid by the vendor. This company wants me to have my renter provide a copy of their credit card statement as the only viable proof that this work was paid. They have two pieces of proof, both with the contractor's name , address and phone number. Why would any company require a credit card statement as the only proof of payment?
Regards,
[redacted]

This is not a new unit or a newly built home with new appliances. Although this customer purchased the home from someone else maintenance records are still required. If the customer can provide us with maintenance records we can review for an additional allowance. As of now the maximum allowance is $150

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.
As long as the technician...

follows through.   He has not contacted us as of yet.  We are just back from vacation and will contact him directly if no response soon we are back to the drawing board.

Complaint: [redacted]
I am rejecting this response because: Item fully checked and refurbished within last three years.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Reserves the right means its discretionary.  It is IMPOSSIBLE for us to produce 3 years of maintenance records on any appliance when we've only taken possession of the house 18 months ago.  Select Home Warranty knew the date we moved into our home, and likewise, they had the responsibility of rejecting our premium, for lack of 3 years of maintenance records, yet they took our money nonetheless. Select Home Warranty is a scam and defrauded us by not keeping their word when we signed up.  They knew we only owned the house for 1 year, yet they sold us the policy nonetheless, they could have rejected our premium for lack of 3 years of maintenance records, but they did not.  Therefore, we reserve the right to reject their 'discretion', as it does not fit our situation, which they very well were aware when they signed the agreement in October of 2015.
Regards,
 [redacted]

We spoke with the customer and have issued a full refund . A check should arrive in 5-10 days.

We did reach out to the customer with no response back. The customer may call Mr [redacted] at ###-###-#### for help with this issue.

The customer has been issued a full refund as of 06/16/2015 directly back to their credit card.

I am rejecting this response because: I never received a e-mail stating my last payment did not go through.  I saved all my e-mails from this company and not one of them states my final installment was not paid.  Nor, did I call in to resolve the issue with a new credit card # on the the date mentioned by SHW. They are lying.   Like I stated before, I thought my home was covered, I only received e-mails from SHW stating that they were happy to have me as a customer and telling me about other discounts available through their company!  Why would I be making this up, obviously, I wanted my home covered, do you really think I would let my 4th and final payment go unpaid if I had already paid 3 out of 4 payments...I am very punctual about paying my bills...you can check my credit scores, they are the highest scores, If I would have known or even been notified my payment did not go through I would have paid it!!!!  As, for resolving this issue, [redacted] said he would call me back in  1 to 2 hours on the day of my phone call after finding out my policy was in a lapsed state and he never called me back! I had to be the one to call him later that day and he had already left and they said he would call me the next day and so I waited.  Finally, about 11:30a.m I gave him a call and he said he was just about to call me...He told me at that time my garage door opener was not covered because the damage happened when my policy was lapsed!!  He didn't try working with me, he didn't even try to make the situation better.  He could have easily said, Mrs. [redacted], we are willing to work with you by allowing you to pay your final payment and reinstall your policy and have a garage door repair man out to you by the end of the week....NO! instead he said your garage door isn't covered because it happened when your policy was in a lapsed state....Well!  I have never seen such a crooked way of doing things.  What kind of company treats their paying customers with such disrespect.  This company has taken my money and have not delivered what was promised.  To bad the customer doesn't have a contract/policy on this type of company because IF I did they would be out of compliance with the lack of communication between customer and knowledgeable representatives...I asked questions to several of the companies employees and none could answer my questions, they would also be out of compliance in the fact that they think that an e-mail is sufficient to notify a customer their payment did not go through...did they ever think...hum, maybe this person doesn't check their e-mail on a regular basis, maybe, we should call, maybe we should send a letter of notification...duh!  I totally reject their response and I can't help but wonder who else they have done this to! I want a total refund of my money and I want an apology from this companies administrative body.
b

Select Home Warranty acknowledges customers’ dispute of multipleA/C unit coverage.On 8/22/14 customer called in to place claim for A/C on UnitC, we dispatched a technician to the residence and diagnosed the issue, asstated on the invoice the unit was in need of cleaning, and there were...

cloggedlines.  The mechanical repair for theunit was to replace a capacitor which we did cover.We spoke to the customer again on 8/26/2014 in regards tomaintenance and cleaning of the unit and that it is outside of the scope ofcoverage. Customer stated at that time he was told by the Salesperson he hadcoverage on all his Air Conditioning Units, we advised we only cover theprimary system and any additional covered would have to be purchasedseparately.6.3.6. Air Conditioning (Central). ThisAgreement covers the primary floor air conditioning unit of the covered homeonly, provided that the air conditioning unit does not exceed a five (5) toncapacity. This Agreement covers the following air conditioning components: (i) motors;(ii) compressors; (iii) condensers; and (iv) thermostats.This Agreement does NOT cover window, wall orportable air conditioning units. This Agreement does NOT cover (i) air filters;(ii) Freon; (iii) Freon recapture; (iv) geothermal systems; (v) gas or propaneair 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) condensation leaks;(xviii) mismatched systems; (xix) damaged ducts; (xx) improper wiring; and(xxi) improper piping;(xxii)freon leaks;(xxiii)damage caused by freon leak.I have attached a copy of the signed agreement which showsthat there is optional coverage for Air Conditioning Units, also the documentshows the optional coverage that the customer has selected and has not addedadditional units.Select Home Warranty did listen to the call between customerand salesperson, there was no mention of any additional unit coverage for AirConditioning. We received an email from the customer on 9/11/2014 and repliedback to give us a call to resolve the matter by listening to the call with oneof Select Home Warranty’s upper management staff.  A response in form of an email was received fromthe customer on 10/8/2014 stating he does not want to renew, a call was placedto the customer with message to call us to again discuss a resolution.We are more than willing to resolve this matter with thecustomer and make sure all Terms of Agreement are completely clear, and doapologize for any inconvenience in the matter.

We did speak to the customer and they have been covered for the repair according to the policy terms. The customer has since disputed the credit card charge  and now no longer has a policy with us.