Select Home Warranty

The customer had a Freon issue with this unit back in mayFreon issues are not covered under the termsPlease see section of the terms"This 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 leak.' The customer may get a pro rated refund if they likeWe have not heard from them since may

Complaint: ***
I am rejecting this response because:I called Select Home Warranty on October 8, after their response. I left a message for one of the managers, and they never called me back. I also tried to get a local garage door repair company to come out, but *** *** *** said they would not work with Select Home Warranty. Plus, I had no confidence that if it paid for service myself that Select Home Warranty would reimburse me. They violated my home warranty contract by not getting someone out to look at my garage door within days of my claim. I shouldn't have to pay an extra trip charge because select home warranty couldn't find me a local contractor to fix my garage door. I think their home warranties are a scam, and they are not holding up their contracts. As I previously stated, I want the full amount of the purchase price of my home warranty refunded ($375)
Regards,
*** ***

The cusotmer stated the hot water heater is leaking and we advised that water leaks are not covered under the Terms of Agreement.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 This information was included in the terms of Agreement that the customer signed and sent back to Select Home Warranty

Select Home Warranty acknowledges that the customer is stating that the problem is not with the heat exchanger, only We have advised the customer that the primary malfunction is that the exchanger is leaking carbon monoxide and the heating system will not work without it, and the heatexchanger cannot just be repaired it has to be replaced, as per the Terms of Agreement, we are unable to cover the repair or replacementof the heat exchanger in order to make the heating system operable.We did request maintenance records rom the customer, as it is protocol in any major replacement or repair, as per the Terms of Agreement, which the customer signed, initialed, and sent back to Select Home Warranty.The customer was not able to provide the maintenance, and, we did offer a courtesy payment and reached out to the customer to further resolve the matter, we have not heard from them.Select Home Warranty is more than happy to assist in way we can, however, we are unable to approve a leaking heat exchanger, which is main failure of the HVAC System

The customer has already been approved for the policy maximum for this claimIt does not matter how long they lived in the housePlease see section "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." We have already received the signed reimbersment for and a chcek wil be mailed

[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 unfortunately is not eligible for a full refund as refunds are issued within the first days of purchaseThe customer purchased their contract in March and requested to cancel in OctoberTherefore, their account was cancelled per section of their warrantyTheir refund check is
currently being processed for issuanceNo additional funds due at this time

[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, a refund in the amount of $(for repairs) is satisfactory to me
Regards,
*** ***

Select Home Warranty will be contacting the customer in regards of the review for the dishwasher

Complaint: ***
I am rejecting this response because:The message that was sent to the Revdex.com states that have spoken to me and are assisting with the claims. Only part of this statement is accurate, claims is plural and it would imply that they have handled the issues that we have already addressed out of pocket with outside companiesWhile I did finally speak to MrG*** he only addressed the latest claim that I had tried to place. He offered to prorate our contract and refund me back what was still left. I find this insulting, as we have had not been able to use the service that we purchased at any time since we paid for it. You prorate something based on a customers ability and/or use of a product or service. I have spent many hours on the phone talking with their customer service department, whom assured me that they were taking down my information. Only to find out that they never did and then I was tasked with having to make more phone calls. I sat on hold countless times, was told that I would receive calls back within 24hrs and nothing ever came of it. I had managers promise me that they would make sure that things were properly taken care of and nothing every came of that either. There was not a single person that followed through until I filed a complaint with the Revdex.com. This is to include the sales rep that sold us the service, which I had called and left messages for telling him of the issue that we were having. As paying customers, we were not important enough until a formal complaint was made. At this time MrG*** addressed a claim that I tried to place about three weeks ago, only to be told they were not going to look at it. We then contacted an outside person to see what could be done regarding our drain issue and once again are taking care of it ourselves. MrG*** offered to send someone out, even though I told him that we had already contacted someone since their company had refused to help. He also mentioned that he could possibly help with what may need to be done. Possibly is not good enough and we did not pay for a service to where we have to find an outside company to come out and then make phone calls to see if the warranty company would "possibly" take care of it. As I have stated multiple times before, we were told by the initial sales rep how great the customer service was and how much more it would cover than our previous warranty. This was nothing but a ploy to get us to sign up and pay for a service that has been useless. They took us for $374.99, which is what we want back for a service that we have never been allowed to use since the initial sign-up. We would accept the terms of them prorating the amount back, if we would have actually been able to use the service at any point rather than being denied and having our issues "diagnosed" over the phone. Also, my time is worth something and the amount of time that I have spent making calls, sitting on hold, getting lied to--just to make more phone calls and in the end to have to hire outside companies. This level of customer service and the way that I have been treated is unacceptable. They have not handles the claims and have not made a sincere attempt to take care of this matter in the way that it should be taken care of. Had they done that, they would have apologized for never allowing us to use the service that we fully paid for and offered to refund the full amount
Regards,
*** ***

The policy is available online to the public at any time, we explained the cap to the customer, the cusotmer was provided the policy and was more than welcome to question the coverage for any system or appliance at anytime.The policy has not changed any verbiage at all, and the cusotmer was not hindered in taking care of the issue with the pool in the meantime while we work out any issue with the coverage, it is the customer who chose not to get they pool repaired during this time

[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 meI would like to make sure I receive the refund first, however, before closing this case/complaint out
Regards,
*** ***

We did speak with the customer and helped with the reimbursement issue

Complaint: ***
I am rejecting this response because:I have not received any money regarding my claim I had with themI pay premiums so in case something happens I am coveredHowever, I had a claim and they didn't pay itThey refuse to pay it when I am entitled the paymentThey owe me $This complaint will not be resolved until I get paid.
Regards,
*** ***

Select Home Warranty has tried to contact the customer to resolve the matter, he also stated that the issue was resolved.We would like the customer to send in their invoice for review and we will try and call him again tomorrow

[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,
*** ***

We did speak to the customer and explained the refund amountWe did agree to expedite the refund and have already credited the customers credit cardThe cutomer has been refunded according to the policy terms

Complaint: ***
I am rejecting this response because they have told me several times a check would be sent outI want my card credited rather than a checkThey can cancel the check once my account has been credited.
Regards,
*** ***

[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
If they send the refund check in the amount of full payment which is
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The business has in no way provided any proper resolution of this issue I am still out hundreds of dollars because of their predatory business practices This discussion is going nowhere
Regards,
*** ***