Select Home Warranty

The customer is currently in a small claims court case with Select Home Warranty, we have received a letter from the customers lawyer and we have responded, we are waiting on the response.

Select Home Warranty is more than happy to provide service for the customer, we did suggest that they may have a technician of their own and submit the invoice for review, if it is more than the condensation line, we will review and if the repairs fall with in the coverage terms we will...

reimburse accordingly.We will expedite the customers'  check for 150.00, it will be mailed on Tuesday, June 30.

The customer claim was approved according to the policy terms. The customer has since requested to cancel. They are not due a full refund.  They will be refunded according to the policy terms, however we will waive the cancellation fees.

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

1) Has the technician completed the job? - No, the technician never came back after first time.2) Has SHW been in contact with you?  -  No, SHW has not contacted through either phone or email.

Diagnosis has been received from the customers technician and the total costs of the repairs are $220. The customer has been approved for $220-$60 (customers deductible) = $160. The customers claim has been covered please submit a paid invoice so that we may send you a reimbursement form for...

signature. This customer is not eligible for a full refund as full refunds are issued within the first 30 days of purchase. No additional funds due at this time.

[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].  We have not received the check at this time.  I left a voice mail message on 01/24/2017 at 413PM ET for Mr. [redacted] at ###-###-####, ext. [redacted] advising I have confirmed that we have not received anything in the mail from Select Home Warranty and to reissue the check as discussed/indicated. 
Regards,
[redacted]

The customer was contacted by one of our top Managers and he has decided to keep the policy for its duration and will send in his invoice for review, we would be more than happy to assist the cusotmer in anyway we can.

Please see attached. Settlement Information Settlement Amount: USD (449.99) Settlement Date and Time: 18-Mar-2016 17:33:02 PDT Business Day: 18-Mar-2016 Batch ID: 364189086 Authorization Information Authorization Amount: USD (449.99) Submit Date /Time: 18-Mar-2016 08:25:35 PDT Authorization Code: Reference Transaction ID: [redacted] Entry Method: Keyed Transaction Type: Refund Market Type: eCommerce Product: Card Not Present Address Verification Status: AVS Not Applicable (P) Card Code Status: Not Applicable CAVV Result Code: Not Applicable Fraud Score Applied: Not Applicable Recurring Billing Transaction: N Partial Capture Status: Not Applicable Customer IP: Payment Information Card Type: American Express Card Number: [redacted] Expiration Date: XXXX Total Amount: USD (449.99) Order Information Invoice #: [redacted] Description: Customer Billing Information Name: [redacted] Company: Address: [redacted] City: [redacted] State/Province: ** Zip Code: [redacted]  Country: US Phone: [redacted] Fax: Email: Customer ID: Customer Type: Customer TaxID/SSN: DL Number: DL State: DL DOB: Shipping Information Name: Company: Address: City: State/Province: Zip Code: Country: Additional Details - Level 2 Data Tax: 0.00 Freight: 0.00 Duty: 0.00 Tax Exempt: N PO Number:

These emails are automatically generated and sent to customers. Since the customer ended up using their own technician they should have them take care of the maintenance related issue. The customers claim has been previously denied.

We did speak with  the customer and approved a reimbursement for the claim.

Complaint: [redacted]
I am rejecting this response because: that is not the case. The diagnosis by the technician was that the fan motor was bad due to an open load which is a normal wear and tear in fan motors. The part replaced was a full fan motor and anything inside it would not be due to external electrical issues. Any fan motor that goes bad would receive this analysis. My total cost with the technician was $489 plus the original $60 service call fee.
Regards,
[redacted]

Select Home Warranty has issued a refund directly back to the customers credit card on 07/06/2015.

We did speak with the customer  and have provided them with the technicians info.

[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]

Our technician has been to the customer home on 11/4/2015,
there was a misunderstanding in the beginning due to availability issues.The diagnosis we received from the technician stated that the
furnace control board is burnt up, capacitor was blown out, and that the unit
needs maintenance, it was...

also leaking chemical. We stated to the customer on 11/4/2015 that the unit
required maintenance, and due to the lack of maintenance the parts were over
worked and now they have burnt out.

I wanted to reach out to let you know that Select Home Warranty contacted me via phone and we were able to come to an agreement that was satisfactory to me.I would like that to be reflected in this complaint that was closed today.

I am rejecting this response because:
This is...

my experience with SELECT HOME WARRANTY.In and around February 2014 I called SELECT HOME WARRANTYfor a warranty on my home. The sales representative I spoke with gave meseveral quotes, first it was $700 yearly then it went down to $650 then it wentdown again to $560. I decided to take the one for $46.67 monthly which was thebest package with a $60 deductible fee.  Around June 2014 Ihad two small leaks in two separate bathrooms. I called select and was told Iwould be responsible for paying $120 seeing this was two separate problems, Iagreed to pay. The contractor came and fixed both leaks, this was done on aSaturday. On Sunday I hear a blood curling scream from my granddaughterdownstairs, I ran thinking that the baby had died but what I found was watergushing from the pipe, there was so much water it had soaked through the carpetin the foyer   , I somehow turn off thewater and found out that the plumber had not secured the connection properlythus causing it to break loose.  I calledthe plumber and explain the problem, he return and instead of an reimbursing mefor the water damage he gave me a key to the water meter stating if the watercompany ever turned off my water for nonpayment this key could be used to turnit on. I called SELECT HOME WARRANTY and told them of my experience again noapology.The second time I had a problem with my garbage disposal; Icall SELECT HOME WARRNTY and told them the garbage disposal was not turning on.They dispatched a Plumber but, before the plumber arrived they call me and Iagain stated what was going on, they intern told me that was not a plumbingproblem but an electrical problem, they did not come out. I waited for a couplemonths as I had to be with my dad in another state. On my return I calledSELECT HOME WARRNTY, It took almost a month with me going back and forth withthem to send someone out to fix the problem, instead I got an email statingthat I need to have the repairs done and they would reimbursed me the money Ipaid. I told them I will not and after five weeks of waiting I sent complaintsto the Revdex.com and cancelled my contract. Once this was done I got a call from a supervisor by thename of Rick, he left me several voice messages and emails, I got in touch withRick and he assured me he will take care of this repair and he would reimburseme the deductible since this situation had taken so long for them to addressed.I would need to send him an invoice and he would request the $60 deductible back,he again dispatched a plumber. When the plumber arrived I paid him $60 and heconfirmed the problem was not plumbing related but an electrician was needed todo the job. I called SELECT HOME WARRANTY and an electrician was sent and theproblem was resolved. I emailed Rick the invoice and he assured me that it willtake 10 to 14 days for the refund to be processed. On Wednesday 13thof January I sent an email to Rick requesting a status only to received severalemail stating that no refund was processed. On January 11th I got up to take something out ofmy refrigerator and found it to be warm with everything melting in the freezersection, I  sent an email to SELECT HOMEWARRANTY and received an email with the contractor information. It took thecontractor 3 days to come to my home. He diagnosed the problem as the unit hasa bad compressor that needs to be replaced. The warranty does includecompressor so I assumed that SELECT HOME WARRANTY would either replaced thecompressor or replaced the unit. Since this was an emergency I called SELECTHOME WARRANTY and spoke with a supervisor  who informed me that they will not approved a claim for this compressorand came up with another name such as Sealed system- I explained to thissupervisor that on the order the contractor left mentioned nothing about aSEALED SYSTEM. Again I was told unfortunately THEY WILL NOT COVER THIS REPAIRbut I could have the repair done and pay out of pocket and they will thinkabout reimbursing me a percentage of what was paid. I again paid thiscontractor $60 only to be turned down once again by SELECT HOME WARRANTY. company

We spoke to the customer and we have approved a $200 good will reimbursement for the claim. We have already issued this money back to his credit card.

Select Home Warranty initially contacted the customers technician on 12/23/2014 at 5:43 pm and he stated that he would call us back.In regards to the heating claim, the customer had an issue in February 2014, and Select Home Warranty reimbursed the customer 180.00.I have attached the reimbursement agreement that releases Select Home Warranty from any future repairs after the 180.00 was paid tot the customer.Select Home Warranty is unable to move forward with the claim at this time.