Select Home Warranty

Complaint: ***
I am rejecting this response because: I purchase this warranty with my credit cardI explained to my credit card holder that I felt this company is a fraudI have made over calls to SHW to correct my issue with no helpI will explained that SHW only called my because Revdex.com got involvedI have all phones calls to SHW and the TechnicianMy credit card holder has taken the charge off my card. I will hold all my information dealing with SHW until my CC holder ask for it. Thank you guys so much for being involved.
Regards,
*** * *** ***

The customer has been informed that they were approved for $which is the maximum allowance on their claimIf the customer is able to provide us with the requested maintenance records we can review their claim for an additional allowance If the customer wishes to proceed with cancelling
their contract we can do so per section of their warrantyThe customer however is not eligible for a full refund as full refunds are issued within the first days of purchaseSince the customer purchased their warranty in March they are not eligible for a full refundPlease confirm if you wish to proceed with cancelling your contract

The customer at this time is not eligible for a full refund as full refunds are issued within the first days of purchaseThe customer purchased their contract in May which makes them no longer eligible for a full refundIf the customer wishes to proceed with cancelling their warranty
agreementWe can do so per section Please confirm if you wish to proceed with cancelling your agreementNo additional funds due at this time

I am rejecting this response because: I received an email from this company on 04/10/stating that I was approved to receive $
for repairThe repair was completed the same dayThe technician answered questions from company over telephone while still at my house I sent receipts to company the next day, 04/11/15. The he latest email from company, sent today, 04/14/states that I "have not been approvedFor anything"

Please see attached copy of the signed agreement that shows acceptance of all our terms and conditionsThe customer has already been informed that they were approved for the maximum allowance of $on their claimIf the customer wishes to proceed with the repairs they will need to submit a paid
invoice for a $reimbursement on their claimThat is the maximum approved allowanceIf the customer wishes to proceed with cancelling their contract they will be cancelled per section of their signed warranty agreementPlease let us know how you wish to proceedNo additional funds due at this time

Select Home Warranty will contact the customer to resolve the matter

The customer was advised of the cancellation process when they signed the Terms of Agreement.Select Home Warranty will refund the customer a pro-rated amount at the non-discounted rate, this information is in the contract that the the customer was provided and they signed, initialed and sent back to Select Home Warranty.See Below:Cancellation by YouYou may cancel this Agreement within thirty (30) days from the Order Date of this Agreement, as set forth on the schedule page accompanying this AgreementIn the event you cancel within the thirty (30) day period, the You shall be entitled to a full refund if and only if, no service has been provided under the contractAfter the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan costA $cancellation fee will be charged and any service costs incurred by Select Home Warranty. Now after reviewing this information the customer could have cancelled their agreement and requested a full refund within the first days, the customer sent in the signed agreement on 04/25/2014.The customer has been issued a refund as per the Terms of Agreement

Per the diagnosis received from the technician the damage to the customers unit was due to freon/freon leakingPer the customers warranty freon/freon leaks and any damage that resulted from the leak is not covered under the customers contractPlease refer to section 6.3.6: Air
Conditioning (Central)This Agreement covers the primary floor air conditioning unit of the covered homeThis Agreement covers the following air conditioning components: (i) Condensor Fan motors; (ii) compressors; (iii) condensers; and (iv)thermostats (v)Capacitors (vi)relays (vii)Contactors (viii)pressure switch (ix)thermistor (x) cut in switches (xi) transformers (xii) Start Assist (xiii) defrost boards (xiv) Blower motors Excluded: window, wall,portable air conditioning unitsThis Agreement does not cover (i)Freon; (ii) geothermal systems;(iii) air filtration systems; (iv) humidifiers; (v) condensation leaks; (vi) mismatched systems;(vii) freon leaks;(viii)damage caused by freon leak No additional funds due at this time

We have removed the customer from all marketing lists

Select Home Warranty has approved all repairs for thewashing machine, labor and installation.We have tried on numerous occasions to explain to the customerthat the technician had to order the part and, it was on back order which meansit would take a little longer than expected.The technician called
us on 02/05/to state that thepart came in on 02/04/2015, which we explained to the customer that sometimeswhen you order parts and you get an estimated time of arrival, the deliveryinformation may change depending on the manufacturer.The customer requested to cancel and as per the Terms ofAgreement they are entitled to a pro-rated refund not a full refund.The repairs can be made and will be covered by Select Home Warranty,which we did explain to the customer, at this time it is their decision on howto proceed, but, the customer must call Select Home Warranty in order to moveforward with either the repairs or the cancellation.Select Home Warranty has filled its contractual obligationregarding the claim for the washing machine

The customer was already mailed a refund check for the policy.The cancellation was requested after the customer was advised that we will cover part of the claim just not the installation.The customer is not due any additional refund as Select Home Warranty was willing to cover the claim, the
customer cancelled because they had to pay for a portion of the bill

[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,
*** ***

Select Home Warranty secures the contractors and setting upthe appointment is between the customer and the technicianWe did advise thecustomer that they were more than welcome to secure a local technician to comeout and have the repairs done and to send in the invoice for review We do acknowledge there was in issue with thetechnicians that we first secured, and would like to apologize for the delayson our part.The the customer paid is the amount that is paid tothe technician when they arrive at the home per the contract terms.Select Home Warranty did not tell the customer the part wasnot covered, we stated that the actual repair was not cost effective, we didoffer the customer cash in lieuSee Below:(iii) In lieu of replacing asystem or appliance that is deemed irreparable or it is not cost effective torepair, said determination being made by Select, Select may choose to pay acash settlement for the irreparable component of the system or appliance.Select is not responsible for installationThe cash settlement shall be in anamount not to exceed the depreciated value of the component/appliancebeing replaced;(iv) Select themanufacturer, make and model of any replacement parts used in the repair of thedefective system or appliance; and(v) Obtain a secondopinion with regard to the cost of replacement without any additional cost toYouWe would have been more than happy to work resolve thematter with the customer and had the claim reviewed further if given theopportunity.Select Home Warranty will honor the customer’s request forcancellation as per the Terms & Conditions that was agreed upon by thecustomer

On 8/04/2014, customer contacted Select Home Warranty tosubmit a claim for the Air Conditioning unit, blowing warm air.We sent a technician to the residence and their diagnosticwas that the Condenser needed a new oem motor We did request maintenance records per orTerms of AgreementSee
below:This Agreement doesnot cover any systems or appliances that have had previous repair or thatrequire repair or replacement as a result of improper installation, previousrepair, damage caused by any construction activity, improper wiring, inadequateor 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 applianceYouare responsible for providing maintenance and cleaning by a licensed technicianon covered items to ensure continued coverage on such itemsSelect reservesthe right to request prior years (3) maintenance records and/or pictures,without proper maintenance records and pictures We request records to make sure the customer is maintainingthe unit as per the manufacturers’ specifications which ensures a longer lifeon the parts of the unitWe reviewed a maintenance record form when thecompressor was replaced, it did not specify whether it was the upstairs ordownstairs unit, and maintenance should be performed at least once a year.We did offer the customer a courtesy payment of 75.00, for anon-covered issue.Select Home Warranty would be more than happy to cover anyfuture claims the customer may have as long as it falls with the Terms & Conditions.We have satisfied our contractual obligation regarding the claim for the Air ConditioningUnit

The customer elected to cancel because we don't cover leaking water heatersAt this point his policy is canceled

We did speak to the customer and have waived the cancellation fee for them

The customer has been informed on numerous occasions that in order to proceed with their claim we will need a diagnosisAs of yet we have no received the diagnosisUntil that is received we cannot authorize or advise the next stepsPlease have your technician submit a diagnosis ASAP so that we
may review and advise accordingly

I am rejecting this response because:
The company failed to provide coverage for the
HVAC, Washer, and Dryer since March an example of the Washer issue is providedIn addition, I have not received any refunds as of yet - see attached contract is for years and only year has passed

Select Home Warranty has been in touch with the customer and have refunded the customer via check in the amount of 625.00.0Check #*** was mailed as of today

Complaint: ***
I am rejecting this response because I have owned the unit for less than one year so the maintenance records request is not applicable
Regards,
*** ***