Select Home Warranty

The customers primary A/C unit was approved for $The reimbursement form was sent on 10/16/and viewed by the customer on 10/17/I have re-emailed the form again to them todayOnce signed we can reimburse them the approved $amount towards their claimWith respects to the customer secondary A/C unit their claim was denied as they did not purchase additional A/C unit coverageAttached is a copy of the customers warrantyAs stated in the warranty the customer did not purchase any additional optionsIn addition on the warranty it states that if the customer would like to purchase any additional coverage's they can contact our officeThe customer did not opt to purchase the additional A/C coverageTherefore, the customers A/C claim has been denied for the additional A/C unit as they never purchased at the time the original sale was made or called to add in the coverage after that Once we do receive the customers signed reimbursement form we can send them a check for the approved amount on their A/C primary unit.No additional funds due at this time

The customer purchased the policy 07/23/, they had coverage for an entire year and as per the signed agreement the customer is charged the full non-discounted rate for cancellation

I am rejecting this response because: When I registered with Select Home Warranty, the company never informed me of any regular protocol. I was told to get the work done and I would get reimburse. I was never told that Home Select would contact my contractor. Always Heating and Cooling company has been performing maintenance work for me for over 10 years. as far as the contractor is concern: Select Home had no business contacting my contractor. the business was between me and Select Home Warranty solely. Select Home were harassing my contractor. Select Home Warranty stopped calling me and started calling the contractor. that is when he threaten to see them in court concerning the maintenance on the furnace. I did provide records for the maintenance that was performed but every time I submitted any record, Select would want additional records or copies. everything that was requested I hurried and tried to get records back as soon as possible because I didn't want a delay with getting my money back. but they kept saying it was not sufficient. I kept repeating I want my MONEY back. they kept telling me you will get your money back after we received additional documents. they kept running me around. Select did not respond to me anymore.after I was informed by my maintenance contractor that they had notified him, I called Select but could not get a response. they would not answer my call, they put me on hold, hung up the phone and several times not answer my calls. this is when I notified BBB. I had called so often that they were familiar with my number. I then realized that they aren't going to refund me my money. they are playing games. I believe they never wanted to reimburse me from the beginning. I want to be reimburse for the stress, hassle, and the run around that I had to endure. they should have been honest from the very start then I probably wouldn't feel like I do now.

Per the customer emails to Select Home the customer has been refunded an additional for an extra month, the customer found our response satisfactory.-----Original Message-----From: [redacted] Sent: Monday, December 08, 1:AMTo: Select Home WarrantySubject: Re: Pending Refund for Policy Appreciate you getting back I was only reimbursed for months and mypolicy was not active until April Ifyou look at my contract with you it states that my previous policy did notexpire until April When I signed upwith you I told the sales rep that I would pay for the policy then but did notneed it to start until April and he agreed this would be okTherefore, I am still owned one month Can you please look into this? Thanks

Complaint: [redacted] I am rejecting this response because: I was told by a manager, Mr [redacted] that that they would mail me a check immediately for $as soon as they received a signed release by email, which I sent on 12/4/As expected from the company, I have not received any payment Am I surprised? NO Regards, [redacted] ***

I am rejecting this response because the claim for reimbursement was not processedI am attaching the policy document, invoices submitted for reimbursement, and phone records that proves that I contacted the Select Home Warranty prior to hiring a HVAC contractor as specified by the policy

We did speak with the customer and explained why the ac issue falls outside of the policyThe customer did have a Freon leak and fereon leaks are not covered under the terms, please see section of the agreementThis Agreement does NOT cover window, wall or zone systems or portable air conditioning unitsThis 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 leakThe customer elected to cancelWe waived the cancellation fee for the customer

Our policy is to send customers their welcome packet once payment is received and Select Home Warranty did mail a copy of the policy on 11/19/as the customer requested on the same day.If the customer did not receive information via mail that they requested, we should have been informed by the customer that it was not received after days

[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]

Mr [redacted] spoke with the customer and they accepted the $reimbursement for their claimAs soon as we receive the signed reimbursement form from the customer we will proceed with issuing the check for the $

We did speak to the customer and explained the refund amount was given according to the policy termsWe have sent the customer an additional $for his fridge claim

Complaint: [redacted] I am rejecting this response because:Select home warranty advertises in multiple places that their warranty covers/will replace any issues with the water heater. There policy clearly states:“"6.2.7 water heater. This agreement covers all modules components and parts of the water heater necessary to the functionality of the water heater." First, Select said they do not cover mechanical issues. Mechanical Breakdown is defined as the inability of a covered part(s) to perform the function(s) for which it was designed. Your policy specially states it covers functionality. Like my attorney said, the policy either covers the functionality of the water heater (which it states it does) or it does not. It does not say “Except when ” [redacted] , the people Select Home Warranty sent out to evaluate, even said (***) that he has never had a home warranty company not pay for the water heater when it leaked. Never. [redacted] is the expert, listen to him. He thought the double speak was ridiculous and a joke. My real estate agent Jesse also thinks it's fraud and a scam. He has never had a home warranty policy do this.Select will say they don't replace it when it leaks because they assume the leaking is being caused by sediment build-up This is not always the case. It could be defective or a mechanical breakdown. Not once has Select investigated the water heater to see why it was leaking.I called several other home warranty companies (i.e. Old republic, etc) and they all said they do replace the water heater when leaking. It's impossible to tell if a mechanical issue occurred without taking it apart. Old republic std policy is half of the platinum policy I purchased from Select (at $625 a year), and they cover leaking water heaters.The most common issue with a water heater is leaking... and they are almost always replaced when they do. Select advertises they cover the water heater ... and then 90%+ of the time they don’t. They find a line somewhere else in the policy to not cover it. Double speak and misleading, and at the worst, fraud and outright lies.Tthe policy states “covers all modules components and parts of the water heater”, it does not say “except when leaking. Why doesn’t it people who are looking to buy the policy would see this and know that Select will refuse to cover it.Secondly, the section that Select Home warranty is talking about refers to the "water heater systems" ... and all components listed in this line “drains, flues, pumps, etc.) are outside of the water heater itself. It also does not say “leaks” but “leaks (v) pumps”. Leaks and pumps are not separated by a coma so they need to be combined. I would not expect Select to pay for plumbing leaks between the outside pumps, drains, etc. As you can see, Select is purposely interrupting the policy in a different way then it clearly reads.“This agreement does not cover the following list of modules, components and parts relating to the water heating system: flues, drain piping, pressure reducing valve, and leaks(v)pumps.The word “relating to” is defined as, “(to show or make) a connection between (two or more things)”, which asserts that it is the relationship between the separate items. If the leak had occurred between these items I would agree with this interpretation that it should not be covered. The leaking occurred from the actual water heater itself, not the connection between these items. This would make sense, since the detailed “water heater” requirements are covered by the (separate) line in the policy (, see 6.2.7). All items listed are external to the water heater (flues, piping, valve, pumps). BBB- would you not agree that this is misleading double speak? Advertise one thing and when you have an issue, they come up with a phrase from somewhere else in the policy to over-ride what it clearly states? If you are selling the policy you read it as it is written, but when you are scamming people you take creative liberties on how you interrupt it. Is this not fraud? Would you not agree that "“"6.2.7 water heater. This agreement covers all modules components and parts of the water heater necessary to the functionality of the water heater" is pretty clear? Wouldn't anyone getting this policy assume the water heater was covered? Why don't you say "covers all functionality of the water heater except when it is leaking? You didn't say that ... you said "ALL". Your policy does not say it does not cover “leaks”, it says “leaks(v) pumps”. These items are not separated by a coma, so they are connected together. That makes sense since the "system" specifically states thing outside the water- like an external pump.A leak means a component has worn out or broke and it not functioning properly. The policy says you "cover all modules component and parts of the water heater" dealing with the functionality. Regards, [redacted]

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

We did speak with the customer and will be getting a plumber asap

The customer was advised on 11/19/that in order to have a claim paid out when you have obtained your own technician, is that they are to call Select Home Warranty when the technician is in the home, advise SHW what the issue is.Once we know what the issue is then if the matter is covered we then give authorization, if the matter is not covered we advise the customer that they can have the work done, but it will be subject to review and they can send their invoice in for further review, we areunable to pay out on a claim if the matter is not reported through the customer.The customer sent in invoices for work that was not approved by SHW, we will be contacting the customer directly to further resolve the matter

Complaint: [redacted] I am rejecting this response because: We have different definitions of "working." At this point, when turned on to cool, heat shoots out and makes the apartment even hotter when the A/C is onThere is no cooling effect whatsoeverIt reaches up to degrees in Phoenix, AZIt was degrees just the other day and it is only JuneThe A/C is absolutely 100% not workingI was called this morning and they once again insisted that my A/C works and is just old Regards, [redacted]

The customer was originally offered for a standard garage door opener, once the customer heard that they requested to cancel their policy on several occasions, while we were still trying to work with the customer.Once the cusotmer realized their refund amount was less than the amount we were willing to offer they decided they did not want to cancel the policy, we are not able to reverse the cancellation process and we have advised the cusotmer of this

We spoke with Mr. [redacted] , We have mailed him a check for $225 to help resolve his issue with the service.

I am requesting to have the complaint listed below re-openedThe company still has not held up their end of the contract in resolving the issue below We had to replace the disposal ourselves and requested a cancellation of the contract The contract clearly states if there has been no sevice proviced Select Home Warranty will refund a prorated amount upon cancellation Our contract was for months with 3mos free, we paid and was in effect for months If you take 949.99/times 27, I would have anticipated our refund to be $ The company sent us a check for $dated 11/14/ I have called and have recorded every call five times disputing the amount, each time the employee confirms the amount appears to be wrong and say they will review and get back to us Never has Select Home Warrenty contacted us and we have never received any additional funds We have not cashed the check received on 11/14/ Today I called again and the representative was very rude and said they want a receipt showing our disposal was fixed I don't know why they want this information but I can send it to them My dispute is for the amount of the refund - my calculations shows the company still owes us $

The customer at this time is not eligible for a full refund as full refunds are issued within the first 30 days of purchase. if the customer wishes to proceed with cancelling their contract we can do so per section 13.2 of their agreement. Please confirm if you wish to proceed with cancelling your... contract. No additional funds due at this time.