Select Home Warranty

Select Home Warranty has been in contact with the customer to resolve this matter as of 09/24/

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

We did get a diagnosis from the technician in regards to the claimThe ac was rusted, corroded and had moldThis is not a covered issuePlease see section of the terms "This Agreement does not cover any systems or appliances that have had previous repair or that require repair 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 appliance." We did reach out to the customer to explain this and they hung up on us

The customer has been issued a credit for the $reimbursement on their dryer to their credit cardThey should be able to view that refund on their statement within the next 2-business days

The customer disputed the charges with their credit card company and has received a full refund on 7/21/No additional funds due at this time

I am rejecting this response because:
Once again Select Home Warranty is not getting the facts straightIn their response they are saying they were experiencing problems with their phones on Memorial Day the 29thIf you would look at the calendar Memorial Day was on the 25th

We did speak with the customer and clear up the amount

On 10/4/an email was sent to the customer requested photographs of the unit as well as three years maintenance recordsIn order to proceed with the customers claim and make a final determination we will need those documentsPlease submit to c*** so that we may review
your account and proceed accordingly with your claim

Unfortunately, this customer is not eligible for a full refundThe customer filed a claim with our office and a contractor was dispatched to their home to obtain a diagnosisPer the diagnosis received from the contractor the customers claim was denied as sealed systems are not covered under our
contractWe were not previously made aware that the customer had a sealed system and were only informed once the contractor went out to the customers homeSince services were received and the customer is past the day period they are no longer eligible for a full refundHowever, we did go ahead and waive the customers cancellation fee which is normally $charge

Select Home Warranty will admit that it took a little bit of time to get the reimbursement to the customer, once the information was given to the right department the check was mailed.The customer is not entitled to a full refund as they have had coverage since 09/23/2013, and Select Home Warranty
has paid out on claims the customer has had in the past We have provided coverage for over a year and a half, if the customer would like to cancel they are entitled for the remaining time they have left on their contract that has not been used

Complaint: ***
I am rejecting this response because: the claim does fall within the policy coverage and they are refusing to pay for the items that
are covered under policyI did everything that they asked me to do and then after I do what they say then they tell me it is not covered and I paid too much money the offer of $is insufficient to what I have spent on this policy I spoke with a representative in regards to this and now they say that the roof cover does not cover a roof with shingles when the policy was so to me that is not what I was told which is why I bought this policy I am not told that I did not pay for this coverage so I have no plans this is from selling a policy bottom line there are no flat roof in Tennessee on homes so if you are selling a roof working it should cover the roof in the area that you are selling the policy fraud fraud fraud the coverage on the stove and dishwasher orange still not paid I paid over $1,for this and all you want to give me is that is not fair so yes I am not accepting their response and I want to go through arbitration if we can not get a better resolution
Regards,

We did speak with the customer they were already approved for the policy limit please see section of the terms.You are responsible for providing maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such itemsSelect reserves the right to request
prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. The customer stated they may want to cancelWe will waive the cancellation fee if they wish to do so

Select Home Warranty advised the customer that "Leaks" on Hot Water Heater are not covered. See Below: 6.2.7. Water HeaterThis Agreement covers all modules, components and parts of the water heater necessary to the functionality of the water heater.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

I am rejecting this response because:
Select Home warranty has failed to replace my refrigeratorI have since cancelled my contract and wish no other communication from SHWThanks!

Since you are unhappy with the warranty contract you signed last year I will notate your account that you do not wish to renew your warranty

We spoke to the customer and have issued an additional $refund

We will continue to locate a technician for this customerPlease understand that many of these service providers do not work with any warranty company in generalThe contractors that work with warranty companies also work with all the others and they do have a slight wait timeTo avoid having our customers wait longer wait times we offer that they secure their own to speed up the processSince this customer is declining to do so we will continue to locate a technician for them

We did speak with the customerwe will be waiving the $cancellation fee and refunding the last month payment

Complaint: ***
I am rejecting this response because: I was told this check was sent on 2/when I talked to them last weekI think they may be lying againI should have received it by 1/which was within
the days that they promised it would be sentUnless they have proof it was sent I won't believe what they sayEvery time I call they tell me a different date.Regards, *** ***
Regards,
*** ***

The customer has been informed of the process to secure their own technician for the septic claim on June 14thAs soon as your technician diagnoses the issue please call our claims department so that we may proceed accordingly