Select Home Warranty

The customers reimbursement check was mailed outTheir check number is ***They should be receiving it shortly

We spoke to the customer a credit was put back to card ending this can take 1-days to post to the account

Complaint: ***
I am rejecting this response because:
It's a new home to me and there were no records provided from previous home ownerThere's a reason Select Home Warranty is not acceedited by Revdex.comShady business, provides zero value to their customerWould recommend other home owners to look at other home warranty companies that don't have this ridiculous clauseHave already let my real estate agent to steer her customers away
Regards

Complaint: ***
I am rejecting this response because:the damaged parts are covered by their own admission I agree to paying for the freon I just want the company to cover the parts so we can have heat It is listed in Again, I just want the needed damaged parts replaced and I will pay for all freon required
Regards,
*** ***

Select Home Warranty has already issued a refund of the additional refund of to the customer sin 09/07/

Per the diagnosis received from the technician assigned to the customers claim there was freon leaking in the unit which is not covered under the customers contractHowever, the copper pipe repairs were approved by us to the technicianThe customer was informed that partial repairs to the A/C are
covered but the freon leak and freon will not be covered as it is not covered under their contract

Complaint: ***
I am rejecting this response because: I spoke with them 12/and they told me the check was mailed out on 12/ They told me to call back if I have not received
it by Friday because it is probably delayed due to ChristmasThey did not say anything about mailing out a check on 12/I even asked to speak to a supervisor and was told they would tell me the same thing "The check is in the mail" I won't accept a response until I actually have a check The check was originally supposed to be mailed in November so I can't begin to believe them when they say a refund was sentBeen waiting weeks for that check that is "in the mail" Sorry, but I have been given the runaround for far too long
Regards,
*** ***

Section that the customer highlighted is irrelevant as the customer claim is referencing the A/C system not heating systemWith respects to the A/C system it clearly stated in section that condesation leaks, freon leaks or any damaged caused by the freon leak is not covered under their agreementAt this time the maximum approved allowance for the customers claim stands at $If the customer can supply us with maintenance records we can review their claim for an additional allowancePlease refer to section 9.1.2: 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 applianceYou are responsible for providing annual 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 upto $For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coilsWater heaters require periodic flushingThis policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, knobs and buttons, door seals, freon, damage caused by freon leak, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise, refrigerants, valves, dispensers,installation, electrical failures, upgrades

We did speak with customer already and have approved a reimbursement for the claim

The check we are sending the cusotmer is for the claim, the cusotmer did speak to Select Home Warranty and we did resolve this matter

We did speak with the customer and approved a reimbursement

We have reached out to the customer 4 days by phone and email and have not heard backThe customer may reach out to Mr *** at ###-###-#### mon- fri 9-est for help with this issue

The customer has received a refund in the amount of 971.25directly back to their credit and a check for the remaining $will be mailed to the customer on04/21/

Select Home Warranty has not received any information from the credit card company, the customer should call us directly with the credit card company to clear up the issue

I am rejecting this response because:
I did listen to the partial phone messageIf listened to very carefully, the message, although incomplete, does validate a portion of what I had assertedThere was a representative named ***Select Home Warranty argued for several weeks that they did NOT have such a representativeI advised them of the exact date and time of the conversationIf listened to carefully, I specified that if any other issues occurred I would like to add it to the same claimIt was at that point that *** stated that it is coveredThat portion of the conversation was omitted by Select Home WarrantyI also then asked if they needed to talk to the technician as Mr *** was standing there while on speaker*** said that was not necessaryMy weakness was NOT recording the entire conversation myselfHowever both my wife and Mr*** were there and heard the conversation on speaker phoneI would certify this as complete truth in any court or other necessary processSelect Home Warranty has not been honest in their dealings and I do not expect them to changeI still assert that they need to "cover" the motor that failedThe dryer stopped working before Mr *** returned to the shopI called him to order and install the part based on *** stating that it was "covered," despite the fact that this is omitted on the recording as well as *** stating that he did not need to talk to the technicianI wish that I had recorded the conversation in its entirety; however, at that point I did not have a full understanding that I would have to
I have responded to Select on appropriate communicationsI do NOT respond to their obsessive daily emails for renewalLastly, I do not accept their responseThey DID state that the repair was covered although it is NOT included on the partial recording
Best Regards,
Stephen Sheeks

This customer has ac issue that falls outside of the policyWe have already spoke to the customer a few times and explained why its not covered.We Have gone above the policy and gave him his next service call for free We can waive the cancellation fee if they wish to cancel

The customer has already been informed that they were approved for the maximum allowance of $for their air conditioner claimIf the customer can provide us with the requested maintenance records we can review their account for an additional allowancePlease advise how you wish to proceed so
that we may process your request accordingly

On 2/13/the customer placed a claim for the heatingsystem, we secured *** *** to go out to the customers’ home, and servicethe unit.*** *** determined that the unit required brand newlimit switches, an inducer motor, and a control board. In the case of major repairs or
replacements wedo request maintenance records, it is standard protocol.The customer informed Select Home Warranty that they did nothave any maintenance records for the unit nor any pictures that we requested.We did advise the customer that unless we are provided withany maintenance as per the Terms of Agreement we would not be able to moveforward with the claim.Select Home Warranty did offer the customer a courtesypayment, and advised the customer once we receive the proper documentation wewould be more than happy to move forward. See Below:This Agreement does notcover any systems or appliances that have had previous repair or that requirerepair or replacement as a result of improper installation, previous repair,damage caused by any construction activity, improper wiring, inadequate or lackof capacity, power failures, power surges, overloads, missing parts, failure toproperly maintain, failure to properly clean, neglect, misuse, corrosion, rust,sediment and any modification to the system or applianceYou are responsiblefor providing maintenance and cleaning by a licensed technician on covereditems to ensure continued coverage on such itemsSelect reserves the right torequest prior years (3) maintenance records and/or pictures, without propermaintenance records and pictures

The customer did not follow company procedure with respects to repairing their A/C unitSubsequently the customer requested to cancel their warrantyThe customer has been cancelled effective 6/9/

We did speak with the tech , there was a delayHe said he will be out there today or tomorrow morning