Select Home Warranty

We did speak with the customer and we have refunded them in full

Thank you for your response we will wait to hear from you

Complaint: ***
I am rejecting this response
because:Absolutely InaccurateThe tech described the compressor " Really Old" , you twisted the words to "Rusty"The Tech said " The Compressor is shot and would not take any Freon when he attempted to fill it", and you twisted the words to "Freon leaks" all just so it would fit your narrative to deny serviceThe tech was amazed with your claims and was totally shocked! I was there when he called you and I heard everything he said! when I called you back and spoke to speak with your supervisor acted like GOD and said he doesn't need to hear from the tech or learn anything more than what was in front of him.You will be out of business soon with this attitudeI am sure, I am not the only one you are doing this toSad to see.....really
Regards,
*** ***

I would like to update you on Complaint # ***. Today - 1/30/I received the $refund check from Select Home Warranty - finally! Thank you for your interventionAm sure a letter from you prompted their response

On 2/11/the customer contacted Select Home Warranty toplace a claim for their heating unit, we secure Alliance Air & Duct to goout and service the customers unit. On2/16/the technician gave us a diagnostic that the unit required a newignitor, we approved the repair.We received
another call from the technician later on thatday and they stated that the whole unit would need to be replaced due to thefollowing issues: the crawl spaces is poorly insulated, condensation pump frozeup, inducer motor is torn up due to ice that got inside and the fire box iscracked as well.We contacted the customer and stated that at this time wewould require maintenance records as it is protocol to request themwhenever there is any major replacement or repair needed on a HVAC system.We were contacted by email from the customer and they statedthat they did not have any maintenance records as they purchased the home twoyears ago and were never required to service the unit. Select Home Warranty does reserve the right to request themaintenance records as per the Terms of Agreement that the customer hasreviewed, initialed and signed and sent back to us that they understand theserequirementsSee 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 the maximum payout on anysystem/appliance is up to $For example: heating and a/c systems requireperiodic cleaning and/or replacement of filters and cleaning of evaporator andcondenser coils.We did offer the customer the maximum amount that isallowed, which is without proper maintenance records.The purpose of maintenance records or providing maintenanceis to prolong the life of the HVAC system that is why all manufacturersrecommend that it be performed at least once a year

The customer filed a claim during the first months of their contract and therefore under our warranty terms which have been stated numerous times the customer is only eligible for a $reimbursement

The customer purchased a policy on 06/17/with Select HomeWarrantyThe customer placed a claim on 09/16/for the refrigerator,we secured a technician and they went to the customers’ home on 09/18/Wereplaced an interface board for the total amount of 133.87.On 11/25/the customer
placed another claim for the samerefrigerator again, we stated that there is a limit amount of the first threemonths of the policy and the customer capped out on the claim. Once the limit is reached, even in the firstmonth we cannot cover that item for the duration of the policySee Below:Dimensions, Brand andColor, LimitsSelect will not be responsible for matching a system orappliance’s color, brand, or dimensions and only is responsible for repairingand/or replacing systems or appliances of similar capacity and efficiencyThefollowing guidelines will be implemented to provide a repair/replacementallowanceFor heating or cooling equipment(hvac), in the first three months ofcoverage a $repair/replacement allowance will be paid to the customerThisrepair/replacement allowance will increase to $after the first threemonths of coverageFor appliances, plumbing and electrical (non-heating orcooling) in the first three months a $repair/replacement allowance will bepaid to the customerThis repair/replacement allowance will increase to $500after the first three months of coverageFor additional coverage options inthe first three months a $repair/replacement allowance will be paid to thecustomerThis repair/replacement allowance will increase to $after thefirst three months of coverage.Select Home Warranty did discuss this with the customer andadvised that the information has been on the contract that we send and ask forthe customer to read, sign and send back to us.We are unable to move forward at this time as we have filledour contractual obligation to the customer regarding the claim for therefrigerator

The cusotmers' account has been cancelled per the Terms of Agreement and a refund check will be mailed out on 02/18/

I am rejecting this response because: Once again they are lying as they always have been I did call them on April but I canceled on May after they said they would pay only $(their new
contract I have from them says $500) I told them when we purchased the property, all was inspected and all was fine with the airconditioner, and then we had maintenance the following summer as reported I have emails to document all these conversations if necessary with the dates.I did receive my refund for the next two years' contract, but I still did not receive payment of claim when the contract was in force, not even the $they said they would pay They did send me the printed form and I did fax back to them after I realized it would be too costly or too much trouble to take them to small claims court for the additional $

Complaint: ***
I am rejecting this response because: the initial problem that took the company over six weeks to address was a hole in the coilIt has nothing to do with maintenance nor does it have anything to do with freonHowever, to steal from consumers and not hold up to their end of the contract, this company is determined to find away around not having to fix the problemThey have received all my payments and have also been informed by the contractor they sent to my home that the problem was not from maintenance or a lack of maintenance, neither did it have to do with freonSo, if as a warranty company you hire these companies to come to my home on your behalf and they inform you that the problem is a hole in the coil, then you should repair itThis contractor that your company horses has informed you with me on the phone with all parties that my home warranty company should replace or repair the coil and this has nothing to do with freon.
Regards,
*** ***

The customers cancellation request is currently being processed

[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 although I did not receive the refund yet I did check my bank but credit was posted as of today Thank you for your help
Regards,
*** ***

We have requested maintenance records from this customer so that we may proceed with increasing their allowanceWithout the requested maintenance records we will only be able to approved $towards their claim

On February 21st I sent a bill for the garage door to Select Home WarrantyI tried calling the company to help with my garage door because it was not opening, but no one answered the phoneI needed to take out my car but my garage door did not open once again. I fixed my garage door and sent them the receipt for the cost of the fix on February 25, 2015. On February 28, 2015, I got an email response from Select Home Warranty that they will review my email and will give me a response, although I never received a response. On March 28, I called in again letting them know that my water heater brokeThey responded telling me that I was not coveredWhich is not true, I was coveredTo prove;I have attached the "Policy Holder Agreement" page, which states that I have purchased the Insurance on March 27, with an additional months free coverageMeaning that I am covered until May 27, The gentleman over the phone acted as if he were unaware of thisThis shows me that this company is unethical and dishonest to their customers.On March 31, the office manager Jason *** called us telling us that our policy was cancelled (Because they had no technicians to work with in *** ***)Although, this was the first I had heard of thisI should have been notified of this as soon as possible because I am paying for insurance and all of a sudden I only find out that I am not insured anymore when something breaksI never received any kind of notification that they do not satisfy the CONTRACT that we had signed with them. The cost of my water heater was $2,and the labor was an additional $to install the water heater and dispose of the old one. After I had sent Jason the receipt for this he said he would work something out with us and ended up offering us $That is a complete joke and a slap to my face.Bottom line is the company had completely refused to pay any issues on my home warranty (The garage door and the water heater). Garage Door: The reason why I was not able to place a claim for my garage before I fixed it was because THEY DID NOT ANSWER THE PHONEAfter reading about this company online I now understand that they do this all the timeThis is their way of doing businessTherefore, I had to repair my garage as soon as possible so that I could take my car out of my garageSo this problem that they are presenting with "no claim placed for it" was due to their poor customer service and my need of using my vehicle.Water Heater: My total cost of replacing the water heater was $2,And they offered me $100.00, where is the fairness in that?So, due to their lack of technicians in our area means that our contract is now voided and they don't serve our contract anymore? If so why did I not get an email notifying me of this so that I could get another insurance company for my home? I believe an honest home insurance company would do so. This company is not honest and has no standardsThis company also keeps sending us emails til this day about signing up with them (I have attached a document to prove). They have caused me and my family a lot of time and suffering. I do not believe that what they had offered us is remotely fair

We have re dispatched a tech to the customerWe have confirmed this tech can get there in the next hrs

We have mailed the checkIt is going from NJ to HI, Please allow an additional 7-days to arrive

We did reach out to the customer and we have not hear backFor hep with this issuethe customer may call Mr*** at ###-###-####

We will proceed with having a stop payment issued on the reimbursement check that was mailed out to the customer in AugustA new check will be issued and mailed out to the address requested as soon as we receive confirmation from the bank

Complaint: ***
I am rejecting this response because: I requested a check payment not a payment to the credit card because the
owner paid for the warranty with his credit card and I will not receive the overpayment fee that I paid for with cash, also they did not send me a form to this email address that I provided to themEmail is ***
Regards,
*** ***

Unfortunately the customer is not eligible for a full refundAs a courtesy we waived the $cancellation fee, but as monthly customer they are not eligible for a full refundAs soon as the customer filed a claim they accepted our terms and conditions and under our agreement they would not be eligible for a full refundThe customer has been refunded their April installment which they will be able to see on their credit card statement within the next few daysNo additional funds are due to this customer