Select Home Warranty

First let me thank you for your reply and interest to my complaint against Select Home Warranty.  As a result of my contacting [redacted], Channel 5 news in [redacted], and his contacting Select Home Warranty, I received a call from a Mr. [redacted], who is a Resolution Coordinator...

and who has agreed to refund the actual cost of the water heater ($410.00) to resolve this issue.  I am sorry that it had to come to this to be treated fairly.  However, my contract with them is still in effect until next May and I hope there will be no more issues.  Should you need any more information, please contact me again.  Again, thank you.  Your name alone carried a lot of weight in resolving this issue.

A technician has been assigned to the customers Refrigerator and Stove claim. The technician will be contacting the customer to schedule an appointment. The technicians information is below: [redacted]###-###-####

We made many attempts to hire a technician for this customer. No one was able to go out to the customers home due to their location. The customer refused to hire their own technician. Therefore, we processed a full refund to this customer as any additional claims filed may become difficult to hire alternative technicians for those claims as well. The customer was issued the refund to their credit card. No additional funds due at this time.

Complaint: [redacted]
I am rejecting this response because:Once again,
Select Home Warranty is providing false information and outright lies.  They have, in fact, stated verbally and in
writing four times that the issue was a Freon leak.  I have documents and phone records to prove
this information.  Additionally, during a
conversation with [redacted], VP of Customer Service on Friday, October 16th,
he does state that they will not reimburse us the full $1,500 due to them only
covering parts, but this is the first time throughout this process that
anything like this is mentioned.  This is
the 3rd excuse now that they have given for not providing
reimbursement.  The first reason was they
stated that we needed to provide annual maintenance records to show the unit
was taken care of by a professional.  We
provided that information.  After that
was provided, they returned with the excuse of a Freon leak and stated they
could not reimburse due to that.  Now
that the Freon issue has been proven untrue, they are stating that they only
have to cover parts.  Each time they are
questioned as to their actions/excuses, they change their story and come up
with another excuse to not reimburse us. 
A detailed synopsis follows:The first
time a Freon leak is mentioned is on Thursday, September 24th at
5:18pm on a phone call with [redacted]. from Select Home Warranty.  This conversation was regarding why we were
not being given the full reimbursement even though we had met all the
conditions to do so.  See detail below:5:18pm – I
receive call from [redacted] who asks what he can help me with.  When I tell him that I was told he was not
in, he says he has no idea why they would tell me that.  I inform him of the situation and he says
that he does remember speaking with me on the 3rd and remembers the
claim.  When pressed as to why the
reimbursement has not been increased he now states that it never can be because
the failure of the unit is due to a Freon leak. 
I inform him that this is the first I have ever heard of any Freon leak
from him or either of the HVAC technicians. 
When asked as to who reported a Freon leak, he stated that is was a rep
from [redacted] heating and air and gives the name [redacted].  He apologizes but says that I was misinformed
and it has been a Freon issue all along that is prohibiting us from being
reimbursed.  I tell him that I will get
back with him.  Note: on the call with
him on 9-3, he never states anything about this – he states that the issue is
not having the maintenance records and that once those are sent, they can
increase the reimbursement.   The second time a Freon leak is mentioned is in
writing, On Wednesday, October 2nd at 1:27pm.  I received the following email from Select, again, regarding a
Freon leak.  The details of the email are
as follows:Good Afternoon [redacted],We are in receipt of your information and do
apologize that the issue you were having falls out of your coverage with us. In
accordance with the Terms of Agreement we only cover mechanical components
within the HVAC system that are critical to the normal functionality of the
unit. Select Home Warranty covers mechanical components such as the blower motor,
capacitor, compressor, thermostat, etc. In order for us to cover these parts,
they have to fail due to a mechanical breakdown. When we received the diagnosis
from the contractor they detected that your unit was having a Freon leak, which
means you have gas leaking out from your evaporator coil. Freon and Freon related repairs are unfortunately not covered by our warranty,
not a mechanical breakdown, we do understand that the unit requires a
repair/replacement to the evaporator that was due to Freon leaking out of the
system. The reason why we do not cover Freon leaks is because that is not a
mechanical breakdown and is a maintenance related issue. This issue is common in HVAC Systems and through preventive maintenance this
matter can be resolved and prevented per your manufacturer's specifications for
your HVAC system. We sincerely apologize that we will not be able to process a courtesy
reimbursement for you at this time, however we look forward to assisting you
with future claims.  Thank You.The third time a Freon leak is referenced is that same day at
6:18pm in another email:Good Afternoon [redacted], We spoke with the technician over the phone and they advised us that your unit
was having a freon leak, which is the only way we would be aware of that
information. Please send us a copy of an invoice with an
actual diagnosis as the information you sent us just states the replacement of
the unit it does not state why.We can go over the recorded line again to
review what was advised to us from your technician and get back with you within
24-48 business hours.The fourth time a Freon leak is referenced is On Friday, October
16, 2015 at 11:03am. I received a call from [redacted], VP of Customer
Service.  He reiterated that the denial
was due to a Freon leak and stated that first technician they hired told them
that. The first tech did not report this to us and denied that to us when
asked.  Please note – the first time a
Freon leak was mentioned on September 24th by [redacted]., he
specifically stated that a Freon leak was reported by [redacted] at [redacted]
Heating and Air. ([redacted] and all employees that dealt with our system at [redacted] Heating and Air have expressly denied ever saying anything about a Freon
leak as well both verbally and in writing). 
Now, [redacted] has backtracked on that and said that a leak was
reported by the first technician [redacted] and not [redacted] HVAC.  When questioned as to why, if this was true,
they then went ahead and had a second opinion on the system if a Freon leak was
not covered, he could not answer that.  Mr. [redacted] went on to say that they have decided to forego the
Freon leak issue now, but will still only reimburse us for $250 due to the fact
that they are now only liable for the parts replaced and he referenced section
10.1.  This is the first time section
10.1 of the contract has ever been mentioned in all the dealings with this
issue.  Section 10.1 states “Select will
not be responsible for matching a system or appliances color, brand or dimensions
and only is responsible for repairing and/or replacing systems or appliances of
similar capacity and efficiency.”  The
unit was replaced with a system of similar capacity and efficiency – this has
nothing to do with parts that could not be replaced.  When he was asked why no representative had
ever mentioned anything about only being reimbursed for replacement parts, he
could not answer that.  When questioned
as to why this parts replacement issue is just now coming up he could not
answer that.  This excuse for not
reimbursing the $1,500 makes no sense. 
We were told by Select Home Warranty to replace the system.  We replaced the system with a similar system –
same size and capacity.  We were told by
Select Home Warranty when we purchased the warranty that the age and brand of
the system made no difference and they did not need that information.  This now only comes up after all other issues
have been proven to be untrue.  [redacted]
[redacted] would not give a direct line so we could contact him again and says
only way to contact him is [redacted]  I told him that we would not accept the settlement of $250 and
would continue on with recourse options.  Due to my conversation with Mr. [redacted] and the actions of Select Home Warranty, I have now filed a complaint with the [redacted] Office.Select Home Warranty has provided false information and has lied
on every occasion that we have dealt with them. 
Our system replacement that they directed us to do is a covered item and
should be replaced in full.  We have
complied with every single item asked of us. 
The only recourse for this is reimbursement of the full $1,500 as
contracted.  Regards,
[redacted]

The refund agreement was received on march 7th and the check was mailed on march 10.

THe customer is aware that we have covered claims in the past and we do require maintenance records as per the Terms of Agreement.

The customer purchased a plan that does not cover appliances. The customer was aware of this as they have signed the policy agreement.  The customer has already been processed for a refund.

[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 originally placed a claim for the boiler on12/01/2014, at that time the customer needed an expansion tank and a reliefvalve, we stated at the time that these issues were not covered due to it beinga pressure relief issue not a mechanical repair.The customer was offered a courtesy...

payment of 100.00 thatthey never accepted, and we did state we would re-review as a courtesy, but, itis an issue that is not covered.The customer contact Select Home Warranty on 05/04/2015 andstated that they had a plumber come out to their home and had the new unitinstalled.We informed the customer that per the Terms of Agreement,Select Home Warranty should have been contacted either before or after theycontacted the plumber.  The customer wasadvised we would not be able to cover the issue due to not filing a claim withSelect Home Warranty.On 05/21/2015, the customer spoke to one of our ClaimsManager and did understand that at this time we would be more than happy to tryand assist in any way that we can in this matter.

I paid $480 in premium. I asked for $129 back for the garage door opening they never sent anything. I asked for a refund which should have been 9 months of premium and the gave me $180 after I contacted you. I feel I still need $180.

We did speak with the customer and explained  the check has been mailed.

Complaint: [redacted]
I am rejecting this response because:
I never received any terms and conditions written or verbal, therefore I was not made aware of the conditions until I wanted to cancel my policy. There was no written contract, again all I was ever made aware of when purchasing the policy was the price of the policy of $399 and the technician service fee of $60.00 in which I paid. Select keeps referring to there policy, but didn't make me aware of it until I canceled. With any reputable company the customer must sign a written agreement stating that they are aware of the terms and conditions of the policy. I didn't sign anything agreeing to the terms and conditions of the policy therefore the so called contract should be null and void.
Regards,
[redacted]

We spoke with the customer and helped her with her issue.

The customer had a freon leak which is not a covered issue. We will send a full refund via check. Please allow 14-30 days to arrive.

[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]

[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]

Customer has been issued a full refund. They should be able to see the full refund on their credit card statement within the next 2-3 business days.

Select Home Warranty contacted the customer on 2/16/2015 at 6:18 pm via phone and email to contact us regarding their cancellation, we still have not heard from the customer in regards to finalizing their cancellation.The customer placed a claim on 2/13/2015 we had some one at this home on 2/16/2015, we spoke to the customer ans advised how our policy works and the customer requested to cancel.  In order for Select Home Warranty to resolve issues the customer must be willing to allow us to speak to them and offer solutions, the customer did not give us that opportunity and has still not contacted us to finalize the cancellation.Select Home Warranty has addressed may heating issues with customers in the areas where there have been freezing temperatures and we did experience a shortageof availability of technicians int that area due to the overwhelming calls, but, we did get someone to the customer s home and we did advise the customer he could havethe repairs done and submit the invoice for review as his family and home is the main concern and we would move on from there, the customer chose not to have the repairs done and subject himself and others in the home to the harsh conditions.Select Home Warranty would be more than happy to resolve every case, and do so fast, but we are a warranty company just like an insurance company, and thereare guidelines that we do have to follow.The customer is refusing to contact us, and we will process the cancellation at a pro- rated amount, as per the Terms of Agreement that the customer, reviewed, initialed,signed and sent to us.

[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], I appreciate that the contractor has been paid. That is the most important thing, although I am disappointed that the company didn't apologize for putting their customer through this. I still feel like they need to improve their promptness in their Accounts Payable department.Thank you for addressing my complaint. :)
Regards,
[redacted]

We spoke with the customer and have issued a full refund for her policy. A check for $540 will be mailed in the next 3 business days.