The customer is in possession of their contract which clearly stated the amount of time it in effect for, the customer has received their payment and if they need any further assistance they may call our customer service department directly. ###-###-####
------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Wed, Jan 18, 2017 at 11:39 AMSubject: Fwd: complaint # [redacted] - document verificationTo: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Tue, Jan 17, 2017 at 4:21 PMSubject: complaint # [redacted] - document verificationTo: "[email protected]" <[email protected]> To: [redacted] Per your request the required document is attached[redacted]
Complaint: 11962452Date Filed: 2/27/2017 5:28 AM
I am rejecting this response because:My complaint was closed prematurely. I was still gathering documents so I am reopening it. After I purchased this warranty in September because a salesman convinced me that this policy was much better than my home warranty with American Home Shield, I cancelled my American Home Shield warranty and bought two policies with this company. I had a significant plumbing leak in the kitchen and called to see if they could assist. The representative opened a claim and said a plumber would call. No one called back at all. The next day I called and reminded them that I had water all over the kitchen. They said to get my own plumber and to file a claim later. I called a local plumber; he fixed it in a few hours and I paid out of pocked. I eventually received an email from secure home three days later to tell me that a plumber had been assigned (thank you for nothing). As instructed, I filed a claim and it was denied. I was out $150. Then in December I had a problem with the heat. It was 30 degrees out. I called Secure Home and they said they would assign a technician. No one called me back at all. The house was too cold and I was afraid the pipes would freeze. So I called again and they said to get my own technician and to file the claim later. So I did because I had no choice. I filed the claim afterward, and it was denied. Now I was out $1100 to replace the fan motor and capacitor. Home warranty refused to cover both claims filed. I requested that both of my policies with this company be cancelled and that all my money be refunded since I didn't use any of the benefits from my coverage and since it looked like this was a scam. I checked the reviews for this company online. Reputable review places have dozens of reviews claiming that this company is fraudulent; see Yelp, Google, and Revdex.com. Then there are the other sites where all the reviews are five stars and look the same over and over. Something is not right with this company. So I called Secure Home again. The representative (Jarred) told me that someone would call me back the same day. On the 28th of December, no one called me at all. I called again on 07 JAN 2017, and the representative (Sharla) told me someone would call me back right away, and no one did. I sent an email on 07 JAN 2017 and received no response. On 11 JAN I received a phone call saying that my policy was cancelled and that I would get a pro-rated refund, deducting the time I was "covered" by the policy. It seems like this is their business model. They don't cover anything and when people complain, they provide a pro-rated refund and keep the difference, when they provided no actual service. It is now 29 JAN and I still haven't been refunded by this company. This company refused to give me coverage I paid for and is refusing to give me my money back. This company is fraudulent. They provide no actually service when you need it. When you try to cancel they refuse to provide a refund, or they deduct the time they covered a customer (time during which they never covered anything. I guess they endeavor to swindle people out of money. I am out $1250 of non-covered costs that American Home Shield would have covered. Please help. I just want my money back, all of it.Desired Outcome: Full refund of $945 since they covered none of my claims, they appear to be fraudulent, and they have cost me to $1,250 of cost out of pocket that would have been covered by my last home warranty company. This company should be investigated for fraudulent business practices.Message to Revdex.comPlease reopen previous case or process this complaint. I will have all required documents this week. Thank you.
Regards,
[redacted]
The customer placed a claim for a plumbing issue on 01/04/2017, the customer stated that they had a leak under the sink and believed it may be the disposal that was leaking, Better Plumbing was dispatched.The plumber diagnosed the issue as being with the kitchen sink faucet, the customer does not...
have the additional plumbing fixture coverage and we were unable to cover the repair. Secure Home Warranty discussed this matter with the customer on 01/05/2017 and they requested to cancel, we did explain that on the first page of the contract that we sent has additional coverage listed separately and they had only purchased optionalcoverage for Limited Roof Leak and Ice maker.Secure Home Warranty is processing the customers refund.
[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 heard from the company and they have told me that they plan to make good on the claim. I have not yet received...
reimbursement for the claim therefore I cannot say that this has been successfully completed. If payment is received I will be happy to state that this claim has been resolved. My opinion of the company will remain poor and feel that they are manipulative and do not pay claims unless the consumer stands up and fights for what is right. Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am...
rejecting this response because:The items in my house are still not repaired. They even went back and refused repairs for the tub faucet repair that was previously approved. The plumbing company called me back, and said they changed their minds, and decided they were not going to pay for that repair either. It's even worst than my initial complaint. The manager I spoke with wanted to make sure I wasn't going to "slam them on social media". Once I did they didn't cover the repairs.
Regards,
[redacted]
We do understand what the customer is stating, but, the claim was handled and paid for and now well over 30 days later there is a new issue, we are unable to send a technician out without collecting the service fee that they are owed for diagnosing the issue.THe repair was made in November , this is now January, that is well over 30 days of warrantied work.
We did not charge the customer for service call fees, per the "Termination by You", the we do deduct any amount that is paid out for any claims. It is listed in the policy that the customer signed and agreed to.
apologize for any inconvenience caused tot he customer, unfortunately at this time we are unable to move forward with the claim as the customer does fall in the first 90 day, 150.00 maximum allowance period.The customer also did not purchase faucet/fixture coverage, we are not able items that are not covered by the policy.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:I have talked to them multiple times. They were unable to tell what exactly they mean fixing the leak? If they are not covering any of these what exactly they will do to fix a roof leak. Apart from that the attached estimates were from the vendor they sent. This is not the only issue. Earlier one more claim was related to my sewage pump. I am giving them extra premium to cover sewage system. I had a small issue with it. When I checked they couldn't send anyone to fix... later they told me to go ahead and fix using any plumber I like. When I asked what is covered they told just send us the bill and we will revert back. After receiving the bill they came back saying the piece the plumber used is not covered. They should have told that before the fix. I asked them to send me the document where its written and they couldn't provide me one. They just send a generic coverage document.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
----- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Thu, Mar 9, 2017 at 9:32 AMSubject: Fwd: Complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: <[redacted].net>Date: Wed, Mar 8, 2017 at 6:14 PMSubject: Re: Complaint #[redacted].To: Revdex.com <[email protected]>Cc: [redacted] <[redacted].net>Dear Sir or Madam,I am requesting a break down on how you calculated refund of $53.71. I paid $375.00 for a year of service starting August 2016 and cancelled the contract on January 5, 2017, that is only 6 months. I had to continually make calls and send emails to attempt to get someone to assist me.I finally called again in February, 2017 to the claims department with some type of results. However, I never received a call or email from a representative of your company.Now to receive a credit of $53.71 that is an insult. Calculating monthly 31.25 a month (August thru January, 2017) totaling $187.50.This leaves February thru August -$ 218.75 not $53.71.Please explain.[redacted]
[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 [redacted], and find that this resolution is satisfactory to me. However, I would like to keep this claim open until such time as payment is received.
Regards,
[redacted]
The customer placed a claim for sand coming though the water softener, this issue is caused by the breakdown of the resins, regular maintenance of the unit would show that the resin has been broken down over time by hard water and pressure, and would need to be replaced.Secure Home Warranty does not...
cover the actual tanks or replacing the resins, we do cover the actual water softener assembly.
The customer is in possession of their contract which clearly stated the amount of time it in effect for, the customer has received their payment and if they need any further assistance they may call our customer service department directly. ###-###-####
------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Wed, Jan 18, 2017 at 11:39 AMSubject: Fwd: complaint # [redacted] - document verificationTo: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Tue, Jan 17, 2017 at 4:21 PMSubject: complaint # [redacted] - document verificationTo: "[email protected]" <[email protected]> To: [redacted] Per your request the required document is attached[redacted]
Complaint: 11962452Date Filed: 2/27/2017 5:28 AM
I am rejecting this response because:My complaint was closed prematurely. I was still gathering documents so I am reopening it. After I purchased this warranty in September because a salesman convinced me that this policy was much better than my home warranty with American Home Shield, I cancelled my American Home Shield warranty and bought two policies with this company. I had a significant plumbing leak in the kitchen and called to see if they could assist. The representative opened a claim and said a plumber would call. No one called back at all. The next day I called and reminded them that I had water all over the kitchen. They said to get my own plumber and to file a claim later. I called a local plumber; he fixed it in a few hours and I paid out of pocked. I eventually received an email from secure home three days later to tell me that a plumber had been assigned (thank you for nothing). As instructed, I filed a claim and it was denied. I was out $150. Then in December I had a problem with the heat. It was 30 degrees out. I called Secure Home and they said they would assign a technician. No one called me back at all. The house was too cold and I was afraid the pipes would freeze. So I called again and they said to get my own technician and to file the claim later. So I did because I had no choice. I filed the claim afterward, and it was denied. Now I was out $1100 to replace the fan motor and capacitor. Home warranty refused to cover both claims filed. I requested that both of my policies with this company be cancelled and that all my money be refunded since I didn't use any of the benefits from my coverage and since it looked like this was a scam. I checked the reviews for this company online. Reputable review places have dozens of reviews claiming that this company is fraudulent; see Yelp, Google, and Revdex.com. Then there are the other sites where all the reviews are five stars and look the same over and over. Something is not right with this company. So I called Secure Home again. The representative (Jarred) told me that someone would call me back the same day. On the 28th of December, no one called me at all. I called again on 07 JAN 2017, and the representative (Sharla) told me someone would call me back right away, and no one did. I sent an email on 07 JAN 2017 and received no response. On 11 JAN I received a phone call saying that my policy was cancelled and that I would get a pro-rated refund, deducting the time I was "covered" by the policy. It seems like this is their business model. They don't cover anything and when people complain, they provide a pro-rated refund and keep the difference, when they provided no actual service. It is now 29 JAN and I still haven't been refunded by this company. This company refused to give me coverage I paid for and is refusing to give me my money back. This company is fraudulent. They provide no actually service when you need it. When you try to cancel they refuse to provide a refund, or they deduct the time they covered a customer (time during which they never covered anything. I guess they endeavor to swindle people out of money. I am out $1250 of non-covered costs that American Home Shield would have covered. Please help. I just want my money back, all of it.Desired Outcome: Full refund of $945 since they covered none of my claims, they appear to be fraudulent, and they have cost me to $1,250 of cost out of pocket that would have been covered by my last home warranty company. This company should be investigated for fraudulent business practices.Message to Revdex.comPlease reopen previous case or process this complaint. I will have all required documents this week. Thank you.
Regards,
[redacted]
The customer placed a claim for a plumbing issue on 01/04/2017, the customer stated that they had a leak under the sink and believed it may be the disposal that was leaking, Better Plumbing was dispatched.The plumber diagnosed the issue as being with the kitchen sink faucet, the customer does not...
have the additional plumbing fixture coverage and we were unable to cover the repair. Secure Home Warranty discussed this matter with the customer on 01/05/2017 and they requested to cancel, we did explain that on the first page of the contract that we sent has additional coverage listed separately and they had only purchased optionalcoverage for Limited Roof Leak and Ice maker.Secure Home Warranty is processing the customers refund.
[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 heard from the company and they have told me that they plan to make good on the claim. I have not yet received...
reimbursement for the claim therefore I cannot say that this has been successfully completed. If payment is received I will be happy to state that this claim has been resolved. My opinion of the company will remain poor and feel that they are manipulative and do not pay claims unless the consumer stands up and fights for what is right. Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am...
rejecting this response because:The items in my house are still not repaired. They even went back and refused repairs for the tub faucet repair that was previously approved. The plumbing company called me back, and said they changed their minds, and decided they were not going to pay for that repair either. It's even worst than my initial complaint. The manager I spoke with wanted to make sure I wasn't going to "slam them on social media". Once I did they didn't cover the repairs.
Regards,
[redacted]
We do understand what the customer is stating, but, the claim was handled and paid for and now well over 30 days later there is a new issue, we are unable to send a technician out without collecting the service fee that they are owed for diagnosing the issue.THe repair was made in November , this is now January, that is well over 30 days of warrantied work.
The customer has resolved the matter of their HVAC claim with Secure Home Warranty, please see attached, signed reimbursement form.
We did not charge the customer for service call fees, per the "Termination by You", the we do deduct any amount that is paid out for any claims. It is listed in the policy that the customer signed and agreed to.
We do...
apologize for any inconvenience caused tot he customer, unfortunately at this time we are unable to move forward with the claim as the customer does fall in the first 90 day, 150.00 maximum allowance period.The customer also did not purchase faucet/fixture coverage, we are not able items that are not covered by the policy.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:I have talked to them multiple times. They were unable to tell what exactly they mean fixing the leak? If they are not covering any of these what exactly they will do to fix a roof leak. Apart from that the attached estimates were from the vendor they sent. This is not the only issue. Earlier one more claim was related to my sewage pump. I am giving them extra premium to cover sewage system. I had a small issue with it. When I checked they couldn't send anyone to fix... later they told me to go ahead and fix using any plumber I like. When I asked what is covered they told just send us the bill and we will revert back. After receiving the bill they came back saying the piece the plumber used is not covered. They should have told that before the fix. I asked them to send me the document where its written and they couldn't provide me one. They just send a generic coverage document.
Regards,
[redacted]
The Terms of Agreement state that the refund is calculated at a non-discounted rate + 75.00 cancellation fee.
Secure Home Warranty and the customer have come to an agreement, the customer has signed a reimbursement and we will be issuing payment this week.
Complaint: [redacted]
I am rejecting this response because:
----- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Thu, Mar 9, 2017 at 9:32 AMSubject: Fwd: Complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: <[redacted].net>Date: Wed, Mar 8, 2017 at 6:14 PMSubject: Re: Complaint #[redacted].To: Revdex.com <[email protected]>Cc: [redacted] <[redacted].net>Dear Sir or Madam,I am requesting a break down on how you calculated refund of $53.71. I paid $375.00 for a year of service starting August 2016 and cancelled the contract on January 5, 2017, that is only 6 months. I had to continually make calls and send emails to attempt to get someone to assist me.I finally called again in February, 2017 to the claims department with some type of results. However, I never received a call or email from a representative of your company.Now to receive a credit of $53.71 that is an insult. Calculating monthly 31.25 a month (August thru January, 2017) totaling $187.50.This leaves February thru August -$ 218.75 not $53.71.Please explain.[redacted]
[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 [redacted], and find that this resolution is satisfactory to me. However, I would like to keep this claim open until such time as payment is received.
Regards,
[redacted]
The customer placed a claim for sand coming though the water softener, this issue is caused by the breakdown of the resins, regular maintenance of the unit would show that the resin has been broken down over time by hard water and pressure, and would need to be replaced.Secure Home Warranty does not...
cover the actual tanks or replacing the resins, we do cover the actual water softener assembly.
Secure Home Warranty has been in contact with the customer and we have agreed to refund the customer in full.
The issue with the dishwasher claim has since been resolved, please acknowledge the copy of the signed reimbursement form.