Select Home Warranty

On 1/19/2015 the customer contacted Select Home Warranty toplace a claim for an issue with their heating unit, we advised the customer tosecure their own technician, as it would be faster than the technicians in ournetwork.On 01/26/2015 we received an invoice from the customer fromthe technician...

they hired, it described the condition of the unit and whatneeded to be repaired.  Select would only cover the 2 60 AMP circuit breakers, but,in order to move forward with the claim we did request maintenance records,which is normal protocol when there is a major repair or replacement of partsin the HVAC System.  The customer originallyhad 45Amp which was changed to 60AMP to pull the proper amount of electricityfor the amp so that the unit will not trip the breaker and eventually burn out.We did have concerns regarding the maintenance of the unit,the customer sent in a maintenance record from 05/29/2014 and a service recordfrom 11/3/2013 which only the fan motor was replaced.Select Home Warranty originally offered the customer 125.00as a courtesy payment, the customer stated that her husband would give us a callto further discuss and we are more than willing to do so.Select Home Warranty will review the customers claim furtherand get in touch with them in order to resolve this matter.

We did speak with the customer and approved a claims reimbursement

Please have this complaint closed out as their is another active complaint: Complaint ID [redacted] that I am currently responding to.

I purchased my home on January 15, 2015 and a home warranty to protect  myself from unforeseen issues. When I contacted the company for help I was told I needed 3 years of service records on a home I didn’t own that long. They told me to contact the prior owners to get records from them.  NO ONE GETS SERVICE RECORDS AT SETTLEMENT.The contractor never came to my home twice. He was there for a short time on one day. I received two invoices a day later from the contractor. 1 was for the warranty fee and the 2nd one was for a new unit. He never told me what he did or what was wrong with the unit. My daughter didn’t see him replace anything. The unit was working before he got there. The issue was it didn’t blow cold air. Now it doesn’t work at all. The invoices were generic with only the business name and phone number on them. I did some research and couldn’t locate the company on the internet or was it registered in the state of PA. I feel like all they do is lie and deceive their customers. I will not be satisfied until I get my $425.00 back from the company. After talking with a number of the warranty companies employees I was told they would basically cover new / newer equipment. What would happen if I called them today to service something else in my home. Would they reject that coverage also because I do not have 3 years of service records. I bought a piece of paper for $425.00.I will fight this until I get my money back.

Select Home Warranty is just trying to follow company procedure, again the check was sent to cstomers billing address that was originally provided and the customer stated his daughter lives there.We ask for some time to see if the check is sent back to us before having to pay a stop payment fee, the customer can contact Select Home Warranty directly if they did not feel what was explained to them regarding the process was appropriate.The origianl release was sent to us on 12/09 the check was sent ot on January 16 th the following Friday after January 9th, we do apologize for the 7 day delay, as the agreement  states please allow up to 30 days to receive the payment.THe customer may contact Select Home Warranty direcetly for any additionl information regarding this matter as our customer service department is always available to answer any questions or concerns.

Select Home Warranty does apologize for any inconvenience toMr. [redacted] regarding this matter.The customer has been refunded the amount of 615.00, per ourterms & conditions.See Below:13.2. Cancellation by You.You may cancel this Agreement within thirty (30) days from the Order Date ofthis 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 beentitled to a full refund if and only if, no service has been provided underthe contract. After the thirtieth day, you may receive a refund pro-rated atthe non-discounted annual plan cost. A cancellation fee will be charged and anyservice costs incurred by Select Home Warranty. Select Home Warranty has spoken with the customer in regardsto the refund amount and how it was calculated.Customer paid 1199.00 for 36 months and received 3 monthsfree, we charged for the 8 months of coverage starting on the purchase date. Wehave deducted 8 months at 63.00/month(non-discount rate), 50.00(cancellationfee) + 30.00(paid claim) for a total of 584.00, leaving a balance of 615.00which was paid to customer in full.

The customer has hired their own technician on this claim and we are currently awaiting diagnosis. Please have the contractors diagnosis submitted to [email protected] or [email protected] so that we can review and advise accordingly. We cannot move further without this...

diagnosis.

Complaint: [redacted]
I am rejecting this response because: they aren't doing anything...

about my claim. The Plummer can not be contacted. And previously stated he found not fix issue. No one has contacted me about roof leak. They are the worst home warranty company in the business.
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]

The customer has accepted the 200.00 offer and has sent in their reimbursement form.We will expedite the check process and send out the check immediately

Per the Terms of Agreement,, Select Home Warranty does not cover zoned systems, the customer has a zoned system, that is why it has two thermostats, if it was a single system it would have one thermostat, downstairs is ZONE 1 and Upstairs is ZONE 2. Select Home Warranty will only cover issues with the primary thermostat(downstairs). See 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) condensation leaks; (xviii) mismatched systems; (xix) damaged ducts; (xx) improper wiring; and (xxi) improper piping;(xxii)freon leaks;(xxiii)damage caused by freon leak.

Complaint: [redacted]
I am rejecting this response because: The business made no...

attempt to secure a technician. What is the point in having home warranty insurance if the co. doesn't take care of the cust needs. Since when is a home warranty co. unable to secure a technician, the home warranty co had sufficient time to secure a technician, I have been waiting for well over a month, for a tech. To have my money reimbursed to me I will have to wait a year, never the less have my refrigerator repaired.  
Regards,
[redacted]

Select home warranty reserves the right to request maintenance records as stated in their contract. The customer has already been approved from the maximum allowance of $150. If they are able to provide us with the necessary maintenance records we can review their claim for an additional allowance.

Complaint: [redacted]
I am rejecting this response because:
I got the refund by mail. I just with them 3 months and they charged me $300. This is really bt company.
Regards,
[redacted]

Select Home Warranyt mailed the customer check #[redacted] 197.71 on 1/16/2014, the check was mailed to the billing address on the account which reads [redacted].All checks are mailed to the customers billing address which they provide when initially signing up with...

Select, unless the customer requests otherwise.The customer called into Select Home Warranty and stated that he had not received the check on 1/26/2015, we advised where the check was sent and he stated that is his daughters residence,and that he would check with her.We also advised the customer that we would have to allow time for the check to be retunrned to us, which is usually between 7 - 20 business before issuing a new check, on 1/27/2015.The customer has been in contact with Select Home Warranty regarding this matter and we are following procedures, every check carries a stop payment fee and if the check was in fact returnedwe should receive it and will gladl send it to the right address. The customer can continue direct contact with Select Home Warranty as we have had no issues providing the customer with assistance.

Select Home Warranty advised the customer that we warranty appliances and systems, their garage disposal has stopped working the same model is available on Amazon.  We stated tot he customerthat they may purchase the unit have it installed by a local technician which would be cheaper and send...

the invoice in for reimbursement.Select Home Warranty is a warranty company we do not insure appliances and systems we provide a service on replacing comparable items, in this case it is an In-Sinkerator.The customer has requested to cancel their service with us and we are processing their cancellation.

The cusotmer accepted an amount of 150.00 which was mailed on 09/07/2015 to the customer int he form of a check .

We do ap[apologize for any inconvenience we have issued a full refund to the customers credit card.

Select Home Warranty received a diagnosisfrom [redacted], they stated that the unit needs a newheat pump, the compressor valves are bad, has a leak from the from thecondensor coil, unit needs to be replaced. Select Home Warranty did request maintenancerecords from the...

customer, which is our normal protocol in any major repair orreplacement.We did explain to the customer that our policydoes not include coverage for any leaks from a HVAC system, but, we are willingto see what we can do to assist in the matter.We do require maintenance records for time thatthe customer has been in the home, if the customer has been in the home formore than 3 years, we do ask for only 3 years of records nothing more.Select Home Warranty did advise the customer thatwe would offer the customer a courtesy payment as we are unable to cover freonor freon related issues.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 or zonesystems 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) condensation leaks; (xviii) mismatched systems; (xix) damaged ducts;(xx) improper wiring; and (xxi) improper piping;(xxii)freon leaks;(xxiii)damagecaused by freon leak.

All our terms and conditions are present on our website at all times for customers viewing. The customer requested to cancel their contract which has already been processed in accordance with section 13.2 of their warranty. No additional funds due at this time.