Select Home Warranty

On July 1, customer*** placed a claim for herWasher, Miss *** did get her own technician and sent in her invoice for reimbursement. We sent Miss *** a check for the washerrepair on 8/8/in the amount of 311.00.On July 1, Miss *** also put in a claim for the A/C
unit,the invoice that was sent in stated that the unit needed maintenance i.e., coil cleaning, which our policy does not cover. As a courtesy we refunded Miss ***’ service call fee in the amount of and issued the check on 8/8/2014.Miss *** called Select Home Warranty on 9/5/to informus that she had more work done to the unit, we advised to send in the invoice for review. The invoice from Miss ***’ technician stated that Freon was added to unit, we explained per our Terms& Conditions we would not be able to cover the Freon.See Below: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) toncapacityThis Agreement covers the following air conditioning components: (i)motors; (ii) compressors; (iii) condensers; and (iv) thermostats.This Agreement does NOT cover window, wall orportable air conditioning unitsThis Agreement does NOT cover (i) air filters;(ii) Freon; (iii) Freon recapture; (iv) geothermal systems; (v) gas or propaneair 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. Select Home Warranty has honored our contractual obligation to Miss*** *** and have reimbursed her in a timely manner.We would be more than happy to assist Miss *** further

we did speak with the customer and they were refunded according to the policy terms, however we will wave the $cancellation fee and send them a check

We did reach out to the customer and were not able to reach themWe followed up with the technician and are having them go outThe customer may reach out to Mr *** at ###-###-#### for more help with this issue

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

The customer has been issued a full refund on their policyThe refund has been issued via credit card which is the customers original form of payment. Thank You

Complaint: ***
I am rejecting this response because:
In regards of requesting something a person who purchases a new home and is swindled into purchasing a warranty with it to protect such cost Only when something happens to be told if you can't provide years maintenance record that they are screwed I have only lived here months explain how can I provide such records They need to warn new home buyers of such clauses
Regards,
*** ***

I am rejecting this response because: Note: Please read all of this while noting that I can be reached at ###-###-#### during work day or at ###-###-#### during work dayI attempted to call Select on Friday 2/27/at the number and extension they left and no answer was givenRejecting because Select Home Warranty is continuing to reneg on previous agreement on 1/17/I do not accept their game they are playing and their information in the response is skewed and untruthfulThe following is the whole truth of what actually happenedMy speed queen dryer began having intermittent issues where it would not work around ***tmas 2014. They asked that I have a local technician address the problemI had ***s out of *** *** check the machine outOn January 17th ***s arrived and was able to get the motor running; however it was bad and would need replacedI called Select Home Warranty with ***s present on January 17thI informed *** (Select Home Warranty) and asked about having ***s replace the motor*** said that would be fine as "it is covered." Mr*** heard the conversationMr*** left our house and, as expected, the dryer did not restart as the motor failed on the flat spotPer the discussion with ***, I called Mr *** and asked him to order and install the motorThe motor arrived and on January, 30th it was installed, consistent with the discussion on January 17th with *** from Select Home WarrantyI notified Select on 1/31/and they requested I email receipts - which I didon that day (not in mid-February as Select is now evidently attempting to add to their fabrication of story). This totaled for visit on 1/17/and on 1/30/Per discussions on 1/17/and agreed upon services rendered I requested to be reimbursed (- co-pay)Now Select Home is reneging and wanting to only pay towards the repair and cites a portion in the policy where the can depreciate older equipmentThis is not in keeping with their verbal advice on 1/17/to proceedI would have preferred that they sent their own technician instead of me doing the legwork and then them default on their agreement to have the work doneIn several conversations over the last several days they changed their storyFor example they said they do not have a '***' that works thereI told them that Mr *** heard the conversation and then they (Liz) agreedMy wife heard this also on speakerMr *** (Robert ***) is at ###-###-#### and ###-###-####I do not accept the The policy I paid for cost approximately per year. Desired outcome Pay the amount for completed repair as it was"covered" as stated by the Select Home representative *** on1/17/15, or refund in full the that I paid for the warranty - as paidfor in January Select Home and their representatives are misleading, notserving as good business citizens, and have no intention of providing repairsto appliances when they state to their customers such repairs are covered andtell the customer to proceed and then, after the fact, attempt to even pretendthat no such representative even existsI would also like an apology for thislengthy ordeal I emphatically do NOT accept the game that they areplaying. I have sent email requesting they call me at ###-###-#### (I can also be reached at ###-###-####)They have called and left message on home phone while I am at workand the Revdex.com com

Mr *** will be contacting the customer to discuss his cancellation

The customers' repairs require flashing to be replaced, as per the Terms of Agreement we are unable to cover flashing.See Below: 6.4.2. Limited Roof LeakThis Agreement applies to roof leak repairs over the occupied living area of single family homes onlyThis Agreement covers the roof
leaks only.This Agreement does NOT cover the following list of modules, components and parts relating to roof leaks: (i) patios; (ii) porches, (iii) decks; (iv) metal roofs; (v) foam roofs; (vi) shingles; (vii) cemwood shakes; (viii) cracked and/or missing material; (ix) tiles; (x) tar and gravel; (xi) flat or buiroofs; (xii) structural leaks; (xiii) asphalt; (xiv) gutters; (xv) downspouts; (xvi) skylights; (xvii) flashing; (xviii) patio covers; (xix) solar components; (xx) attic vents; (xxi) roof jacks; (xxii) satellite components; (xxiii) antennae; and (xxiv) chimney components.This Agreement does NOT cover repairs requiring partial or complete replacement of the roof. Select Home Warranty provided the Terms of Agreement to the customer and they signed, initialed and sent back the contract that they agreed

Select Home Warranty would like to apologize to customer for any inconvenience that issue may have causedPer the terms & conditions of our policy we are unable to fully cover the replacement of the fan motor, due to the rust that contributed to the failure f the fan motorThis Agreement
does not cover any systems or appliances that have had previous repair or that require repair or replacement as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity, power failures, power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or applianceYou are responsible for providing maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. We have offered Mr*** as a courtesy for the replacement of the non-covered part. Select Home Warranty has honored its contractual obligation regarding the repair for the A/C

Complaint: ***
I am rejecting this response because:They have left ONE message, and it was left on Friday
morning I did not have time to call on Friday and will be reaching out to them next week I don't appreciate the suggestion that I am ignoring their contact attempts
Regards,
*** ***

I am rejecting this response because: my bank said the card was not declinedthey did NOT notify me that card had expired, so that I could update card with them and keep policythey have both my email address and phone numbers, and I check, so I know they didn't try to contact mecustomer service sadly lacking with this company

We did speak with the customer prior to this complaint and have approved reimbursement

I spoke with *** at 11:am from Select home warranty stated she had just call and left message on my voice mail to contact the Technician I advise her that before I call the number their was no message on the voice mail or her number didn't show up on my phone...she stated that I should contact the technician...when contact the technician he stated he wasn't interested in the job he was buzzy, he wasn't interested in the job, I contacted select warranty awaiting on their respond

I am rejecting this response because: it was their representative's response to my request for replacementI have it in writing that they said the issue was not due to rust so there are no grounds to deny the claim. The issue will not be resolved until I receive the partial refund proposed by Select Home Warranty

Per the diagnosis received the customers claim was deniedNo additional funds are due at this time

Please refer to section of the warrantyThe customer has been approved for $towards the replacement of their washing machineNo additional funds due at this time

The customer placed a claim for a water heater not working The water heater take busted and this is not a covered issueThe policy does not cover leaksPlease see section of the terms This Agreement does NOT cover solar or tankless water heating systems or the components thereofThis
Agreement does NOT cover the following list of modules, components and parts relating to the water heating system:(i) flues; (ii) drain piping; (iii) pressure reducing valve; (iv) leaks(v)pumps

The customer was informed that they can provide us with a 2nd diagnosis from a technician they hire for review, in addition, their account would need to be made current in order to proceed with their claimThe customer then requested to cancel their contractThe customers contract has been
cancelledNo additional funds are due at this time

We are in receipt of the contractors invoices and are sending payment