Select Home Warranty

We have already gone above the policy for the customer by not charging a cancellation  fee and giving the refund at the discounted rate. According to the policy the refund should have been $488.99. We have refunded the customer $600.

Complaint: [redacted]
I am rejecting this response because:
We called several times; however, each time we contacted someone at the company, we received a different response.  Sometimes we were told that some parts were covered, then all, then none.  Sometimes we were also told that instillation/labor was or was not covered.  It was always referring to whatever line was convenient in the contract at that time.  We are left without resolution.  We are now unable to speak with anyone because we have been told that we are not to be spoken to until a higher up eventually contacts us.  The company still refuses to explain to us what the repair money covers.  At this point, we can't even believe if that is the correct amount because we don't know where it is applied to, and we have so many conflicting conversations.  We would never pay for something we did not have explained to us.  We signed a contract in good faith and expect to have it upheld.  
Regards,
[redacted]

Select Home Warranty will be mailing a refund check to the customer today.

[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.]
Better...

Business Bureau:
I would prefer to wait till settlement is received on my end, I did accept the settlement they offered.
Regards,
[redacted]

The customer submitted information yesterday regarding the refrigerator. The customer has been approved for $200 towards a replacement refrigerator. That is the maximum approved allowance. A reimbursement form will be sent to the customer shortly for signature. As soon as it is signed please let me...

know so that I may expedite your check.

Someone from our office spoke with the customer and they informed us that the roof was already repaired by their father. Customers claim has been closed out accordingly.

Our techs in the area are booked up. We will waive any cancellation  fees and give the customer  a full refund back to the credit card.

Select Home Warranty will be contacting the customer to try and resolve issue with the dryer, we are currently researching the matter to offer an appropriate solution.We are here to assist out customer s on these matter and would be more than happy to try and restore some of he customers' confidence...

in our Policy.

We will proceed with cancelling the customers contract as requested. The customers contract will be cancelled per section 13.2 of their signed warranty agreement. As soon as their refund check is issued it will be mailed out. No additional funds due at this time.

We did speak to the technician and this has been taken care of.

The unit shorted to ground due to low Freon. Shorted to ground issues are electrical falures  This is not a covered issue.Please see section  6.3.6 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. and  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.

I am rejecting this response because:  First of all I haven't received a check.  I don't know when it was sent but I NEVER received one and secondly, if the amount...

isn't for the total I spent on their bogus contract I won't accept it anyway.  The fact that I had to pay for my own service tells me their contract didn't plan to adhere to what it claimed to cover anyway.  If I can't get proper relief from them I will reach out to the attorney general in New Jersey because as far as I am concerned their contract is a FRAUD!

[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]

Complaint: [redacted]
I am rejecting this response because: my complaint is not closed - yet.While I do appreciate Select's finally working with me, I have not yet received the policy payment and therefore desire to keep this complaint showing as open and unresolved until it is truly resolved (me in possession of my policy payment).Additionally, I had previously requested that the check be mailed to my home address, and not the policy address, and am waiting to see if in the end the check goes to the correct address.  Once received, I will gladly close my complaint. Thanks much,[redacted]

Complaint: [redacted]
I am rejecting this response because:The Select Home Warranty was very rude and was hanging up on me when I attempted several times to resolve this matter.  Only after I filed this complaint did they respeond with the $95 payment towards the microwave. The contract is for several more months and I no longer want to have any involvement with their bisiness due to their severe disrespect and horrible customer service.  I reject their offer of refunding my money on a pro rate form.  I have not received and service; therefore I will only accept a 100% refund of the entire $400 I paid for the contract.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
They would not uphold a warranty we paid for to cover our air conditioning units they blamed the builders who built the home in 2000 for improper installation. We purchased out home in 2007 and passed a home inspection and have upheld the  maintenance of the units as required, never once has there been an issue or failed an inspection until we called the home warranty company and used their reffered AC company. We have since received an additional quote from another company who found completely different issues with the unit. When we finally tried using th warranty company the took 5 days to deny our claim because of faulty installation. We are looking to buy a whole new unit which should have been covered with the warranty we paid for. Since they cannot. Uphold the warranty we paid for they can refund the full amount wasted on their  fraudulent policy.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Once again, I was out of town and not home to know what was going on with the water heater. I am not a plumber! I needed a plumber to come look at the issue and diagnose what was going on with the heater. I pleaded for someone to go look at the heater because I have elderly parents at home and could not have them without water. I was alerted by my niece that it was acting up and that is when I called Select Home Warranty and was told that they would have someone come out. I was clear about the fact that I was not home and needed a plumber to come out right away. Instead the plumber called and never went to my home. I then called numerous times stating that they needed to send someone out, they refused. I paid every month to have the protection of home warranty coverage. Why would I pay that money to them if it is up to me to diagnose all the problems when that is not what I do! This company is supposed to send licensed and experienced contractors out to customers homes to diagnose and fix the problems. If it is not covered under the plan then that would be discussed at that time, but they do not know what the problem is unless the contractors come out to the home. This is not complicated, this is common sense. If a customer is needing to check on a repair and asks for a service call and wants to pay to have that service call complete, then they need to do their job and send someone out. What is the point of them being in business if the customer has to do the service call, diagnosis and repairs themselves! I want my money back! This company is a fraud!
Regards,
[redacted]

We are currently awaiting diagnosis for the customers claim. The customer needs to pay the technician their $45 service fee in order to proceed. Please confirm that it has been paid so we may proceed accordingly

The customer has signed up with us in January and has just requested to cancel. we will process a refund as per the policy terms

Tell us why here...When the customer contacted our office and filed their claims they specifically informed the representatives that the issues began on 7/18/17 and they reported the claims on 7/21/17. Regardless of when they received inspection reports they were informed of these issues upon their findings. The customer provided us with that information and their claim was subsequently denied. When someone comes to do an inspection on the home it is impossible to receive an inspection report the exact day. The customer informed us that the issues began on 7/18/17 and they reported the claims on 7/23/17 which is more than 3 days after the issues began. In addition, per the inspection report it states that everything needs to be upgraded which our contract does not cover. We are not responsible for upgrading the customers appliances because of an inspection report received. The customers claims have been denied. No additional funds due.