[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 timesThey 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 leakApart from that the attached estimates were from the vendor they sentThis is not the only issueEarlier one more claim was related to my sewage pumpI am giving them extra premium to cover sewage systemI had a small issue with itWhen I checked they couldn't send anyone to fixlater they told me to go ahead and fix using any plumber I likeWhen I asked what is covered they told just send us the bill and we will revert backAfter receiving the bill they came back saying the piece the plumber used is not coveredThey should have told that before the fixI asked them to send me the document where its written and they couldn't provide me oneThey just send a generic coverage document Regards, [redacted]
The customer originally purchased the policy on May 11,2015, on 08/17/the customer called in to place a claim for their refrigerator that had a leakUsually, leaks are not covered under the warranty, but, we did send a technician out to make a diagnosis to see if there were any mechanical failuresThe technician reported that the unit had a fridge and freezer gasket that needed to be replaced, we did inform the customer that the gaskets (A refrigerator gasket is a flexible elastic strip attached to the outer edge of a refrigerator or freezer compartmentThis gasket is designed to form an air-tight seal that serves as a barrier between the cool air inside the appliance and the warmer external environment.) are not covered under the warranty The technician also stated that the drain pads needed to be replaced as well, again an issue that is not coveredSecure Home Warranty did advise the customer that they are within their first days of coverage and we would be able to offer the maximum amount allowed on the policy of The customer agreed to the terms of Secure Home Warranty using the maximum amount allowed of to use towards the repair of the refrigeratorSecure Home Warranty has fulfilled our contractual obligation for the customers claim per the Terms of Agreement
Secure Home Warranty has refunded the customer as of 08/04/for the amount of directly back to their card, we have also reached out to the customer to resolve the matter of the Claims Specialists that they spoke with.Secure Home Warranty would like to state that we are reviewing the phone call and will take immediate action in resolving the matter
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 repairSecure Home Warranty discussed this matter with the customer on 01/05/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
Revdex.com, I find it very disappointing that Secure Home Warranty is continuing to utilize unethical methods to justify their analysisThey have simply scanned information from the website, https://highperformancehvac.com/air-conditioner-compressor-failure/ , but conveniently omitted the last section, specifically, "HVAC Compressor Failure - Conclusion While compressor burn-out is quite common for compressor failures another common problem is compressor lock upAn air conditioner or heat pump compressor is a mechanical and electrical deviceIt has mechanical parts which are driven by an electric motorIf the mechanical parts lock up or seize up and the electric motor in the compressor does not have the horsepower to overcome the lock up or seizing of the mechanical parts then the compressor is mechanically locked up There are techniques a good air conditioning and heat pump technician can use to unlock the compressor but approximately percent of compressor lock ups cannot be unlockedIt becomes necessary to replace the air conditioner or heat pump compressor or the whole condenserThe important thing is that you have a regular maintenance schedule for the air conditioner or heat pump system to prevent most problems that can cause compressor burn out, burn up, or mechanical lock up." It was already evident that the documented evidence from the contractor clearly indicated the unit was no longer operable due to the mechanical failure of the compressorNow, Secure Home Warranty's Revdex.com response clearly indicates they are intentionally omitting key factual documentation from the website they are using to justify their own analysisThey are mixing compressor burn-out with compressor lock up, which are entirely separate I also spoke with a representative of the contractor who came out to perform the analysis, and he also agreed that this should be classified as a mechanical failure Again, I seek the assistance of the Revdex.com so that the original terms of the warranty are acknowledged and a $credit is provided towards the replacement of a new 2nd floor HVAC unitOtherwise, please provide guidance on whether my lawyer needs to file a legal case and escalate this further as all the evidence directly correlates to a mechanical failure
Secure Home Warranty has been in touch with the customer and they have accepted an amount of 133.00, we have sent the customer a reimbursement form to sign and send back, we will then issue a check
--------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Mon, Oct 24, at 2:PMSubject: Fwd: # [redacted] To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Mon, Oct 24, at 2:PMSubject: # [redacted] To: "[email protected]" I have received my refund check in the mail from Secure Home Warranty Please consider this complaint settled and closed Thank you for prompt and professional assistanceRegards
We received the check back yesterday as "Return to Sender", we have mailed the origianl envelope and check to the customer and they should have it within the next -days, the address was listed as [redacted] instead of [redacted] ***.We do apologize for the inconvenience in this matter
[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 Regards, [redacted]
The customer has an old R-unit and it needs to be upgraded with a R-unit at this time, we did explain to the customer that the repairs cannot be made to the unit and that the actual unit needs to be upgradedThe customer does not agree with the diagnosis his own technician provided.The customer has been advised that everything we cover in the policy is listed as to what is covered and not covered, the sealed system and upgrade to a R-is also not covered
We do understand what the customer is stating, but, the claim was handled and paid for and now well over 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 days of warrantied work
----- Forwarded message ----------From: Mia W Date: Wed, Jul 27, at 1:PMSubject: Re: Revdex.com complaint ID # [redacted] - [redacted] To: [redacted] @myRevdex.com.orgCc: [redacted] @myRevdex.com.orgThe customer has been refunded and a confirmation email has been sent to the customerSee Below:Secure Home2:PM (hours ago) [redacted] Dear [redacted] ,Policy: # [redacted] Thank you for contacting us here at Secure Home WarrantyThis email is to confirm the cancellation of your policy effective immediatelyPlease allow 3-business days for your refund to post on your account.On Mon, Jul 25, at 5:PM, Mia W wrote:We tried reaching out to the customer, they have not been in contact with us.Secure Home Warranty will be refunding the customer in full as of 7/25/in full
Secure Home Warranty was contacted by the customer on 11/22/for a HVAC claim, we advised the customer that they have coverage for the main unit not the additional upstairs unitwe still offered assistance.Once Secure Home Warranty advised the customer that they did not have the optional coverage, the customer requested to cancel the policy.The customer was refunded as per the Terms of Agreement, a pro-rated refund at the non-discounted rate, with the cancellation fee.Please refer to the signed policy attached to the account under the section of "Cancellation by You"
Complaint: 11962452Date Filed: 2/27/5:AM I am rejecting this response because:My complaint was closed prematurelyI was still gathering documents so I am reopening itAfter 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 companyI had a significant plumbing leak in the kitchen and called to see if they could assistThe representative opened a claim and said a plumber would callNo one called back at allThe next day I called and reminded them that I had water all over the kitchenThey said to get my own plumber and to file a claim laterI called a local plumber; he fixed it in a few hours and I paid out of pockedI 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 deniedI was out $Then in December I had a problem with the heatIt was degrees outI called Secure Home and they said they would assign a technicianNo one called me back at allThe house was too cold and I was afraid the pipes would freezeSo I called again and they said to get my own technician and to file the claim laterSo I did because I had no choiceI filed the claim afterward, and it was deniedNow I was out $to replace the fan motor and capacitorHome warranty refused to cover both claims filedI 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 scamI checked the reviews for this company onlineReputable review places have dozens of reviews claiming that this company is fraudulent; see Yelp, Google, and Revdex.comThen there are the other sites where all the reviews are five stars and look the same over and overSomething is not right with this companySo I called Secure Home againThe representative (Jarred) told me that someone would call me back the same dayOn the 28th of December, no one called me at allI called again on JAN 2017, and the representative (Sharla) told me someone would call me back right away, and no one didI sent an email on JAN and received no responseOn 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 policyIt seems like this is their business modelThey don't cover anything and when people complain, they provide a pro-rated refund and keep the difference, when they provided no actual serviceIt is now JAN and I still haven't been refunded by this companyThis company refused to give me coverage I paid for and is refusing to give me my money backThis company is fraudulentThey provide no actually service when you need itWhen 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 anythingI guess they endeavor to swindle people out of moneyI am out $of non-covered costs that American Home Shield would have coveredPlease helpI just want my money back, all of it.Desired Outcome: Full refund of $since they covered none of my claims, they appear to be fraudulent, and they have cost me to $1,of cost out of pocket that would have been covered by my last home warranty companyThis company should be investigated for fraudulent business practices.Message to Revdex.comPlease reopen previous case or process this complaintI will have all required documents this weekThank you Regards, [redacted]
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###-###-####
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 timesThey 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 leakApart from that the attached estimates were from the vendor they sentThis is not the only issueEarlier one more claim was related to my sewage pumpI am giving them extra premium to cover sewage systemI had a small issue with itWhen I checked they couldn't send anyone to fixlater they told me to go ahead and fix using any plumber I likeWhen I asked what is covered they told just send us the bill and we will revert backAfter receiving the bill they came back saying the piece the plumber used is not coveredThey should have told that before the fixI asked them to send me the document where its written and they couldn't provide me oneThey just send a generic coverage document Regards, [redacted]
The Terms of Agreement state that the refund is calculated at a non-discounted rate + cancellation fee
The customer originally purchased the policy on May 11,2015, on 08/17/the customer called in to place a claim for their refrigerator that had a leakUsually, leaks are not covered under the warranty, but, we did send a technician out to make a diagnosis to see if there were any mechanical failuresThe technician reported that the unit had a fridge and freezer gasket that needed to be replaced, we did inform the customer that the gaskets (A refrigerator gasket is a flexible elastic strip attached to the outer edge of a refrigerator or freezer compartmentThis gasket is designed to form an air-tight seal that serves as a barrier between the cool air inside the appliance and the warmer external environment.) are not covered under the warranty The technician also stated that the drain pads needed to be replaced as well, again an issue that is not coveredSecure Home Warranty did advise the customer that they are within their first days of coverage and we would be able to offer the maximum amount allowed on the policy of The customer agreed to the terms of Secure Home Warranty using the maximum amount allowed of to use towards the repair of the refrigeratorSecure Home Warranty has fulfilled our contractual obligation for the customers claim per the Terms of Agreement
Secure Home Warranty has refunded the customer as of 08/04/for the amount of directly back to their card, we have also reached out to the customer to resolve the matter of the Claims Specialists that they spoke with.Secure Home Warranty would like to state that we are reviewing the phone call and will take immediate action in resolving the matter
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 repairSecure Home Warranty discussed this matter with the customer on 01/05/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
Revdex.com, I find it very disappointing that Secure Home Warranty is continuing to utilize unethical methods to justify their analysisThey have simply scanned information from the website, https://highperformancehvac.com/air-conditioner-compressor-failure/ , but conveniently omitted the last section, specifically, "HVAC Compressor Failure - Conclusion While compressor burn-out is quite common for compressor failures another common problem is compressor lock upAn air conditioner or heat pump compressor is a mechanical and electrical deviceIt has mechanical parts which are driven by an electric motorIf the mechanical parts lock up or seize up and the electric motor in the compressor does not have the horsepower to overcome the lock up or seizing of the mechanical parts then the compressor is mechanically locked up There are techniques a good air conditioning and heat pump technician can use to unlock the compressor but approximately percent of compressor lock ups cannot be unlockedIt becomes necessary to replace the air conditioner or heat pump compressor or the whole condenserThe important thing is that you have a regular maintenance schedule for the air conditioner or heat pump system to prevent most problems that can cause compressor burn out, burn up, or mechanical lock up." It was already evident that the documented evidence from the contractor clearly indicated the unit was no longer operable due to the mechanical failure of the compressorNow, Secure Home Warranty's Revdex.com response clearly indicates they are intentionally omitting key factual documentation from the website they are using to justify their own analysisThey are mixing compressor burn-out with compressor lock up, which are entirely separate I also spoke with a representative of the contractor who came out to perform the analysis, and he also agreed that this should be classified as a mechanical failure Again, I seek the assistance of the Revdex.com so that the original terms of the warranty are acknowledged and a $credit is provided towards the replacement of a new 2nd floor HVAC unitOtherwise, please provide guidance on whether my lawyer needs to file a legal case and escalate this further as all the evidence directly correlates to a mechanical failure
Secure Home Warranty has been in touch with the customer and they have accepted an amount of 133.00, we have sent the customer a reimbursement form to sign and send back, we will then issue a check
The customer has been refunded as of August
--------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Mon, Oct 24, at 2:PMSubject: Fwd: # [redacted] To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Mon, Oct 24, at 2:PMSubject: # [redacted] To: "[email protected]" I have received my refund check in the mail from Secure Home Warranty Please consider this complaint settled and closed Thank you for prompt and professional assistanceRegards
We received the check back yesterday as "Return to Sender", we have mailed the origianl envelope and check to the customer and they should have it within the next -days, the address was listed as [redacted] instead of [redacted] ***.We do apologize for the inconvenience in this matter
[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 Regards, [redacted]
The customer was approved on the plumbing claim in the amount of on 11/7/
The customer has an old R-unit and it needs to be upgraded with a R-unit at this time, we did explain to the customer that the repairs cannot be made to the unit and that the actual unit needs to be upgradedThe customer does not agree with the diagnosis his own technician provided.The customer has been advised that everything we cover in the policy is listed as to what is covered and not covered, the sealed system and upgrade to a R-is also not covered
We do understand what the customer is stating, but, the claim was handled and paid for and now well over 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 days of warrantied work
----- Forwarded message ----------From: Mia W Date: Wed, Jul 27, at 1:PMSubject: Re: Revdex.com complaint ID # [redacted] - [redacted] To: [redacted] @myRevdex.com.orgCc: [redacted] @myRevdex.com.orgThe customer has been refunded and a confirmation email has been sent to the customerSee Below:Secure Home2:PM (hours ago) [redacted] Dear [redacted] ,Policy: # [redacted] Thank you for contacting us here at Secure Home WarrantyThis email is to confirm the cancellation of your policy effective immediatelyPlease allow 3-business days for your refund to post on your account.On Mon, Jul 25, at 5:PM, Mia W wrote:We tried reaching out to the customer, they have not been in contact with us.Secure Home Warranty will be refunding the customer in full as of 7/25/in full
Secure Home Warranty would like to apologize for the delay in the processing the refund, we will update the customer on the cancellation status
Secure Home Warranty was contacted by the customer on 11/22/for a HVAC claim, we advised the customer that they have coverage for the main unit not the additional upstairs unitwe still offered assistance.Once Secure Home Warranty advised the customer that they did not have the optional coverage, the customer requested to cancel the policy.The customer was refunded as per the Terms of Agreement, a pro-rated refund at the non-discounted rate, with the cancellation fee.Please refer to the signed policy attached to the account under the section of "Cancellation by You"
Complaint: 11962452Date Filed: 2/27/5:AM I am rejecting this response because:My complaint was closed prematurelyI was still gathering documents so I am reopening itAfter 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 companyI had a significant plumbing leak in the kitchen and called to see if they could assistThe representative opened a claim and said a plumber would callNo one called back at allThe next day I called and reminded them that I had water all over the kitchenThey said to get my own plumber and to file a claim laterI called a local plumber; he fixed it in a few hours and I paid out of pockedI 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 deniedI was out $Then in December I had a problem with the heatIt was degrees outI called Secure Home and they said they would assign a technicianNo one called me back at allThe house was too cold and I was afraid the pipes would freezeSo I called again and they said to get my own technician and to file the claim laterSo I did because I had no choiceI filed the claim afterward, and it was deniedNow I was out $to replace the fan motor and capacitorHome warranty refused to cover both claims filedI 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 scamI checked the reviews for this company onlineReputable review places have dozens of reviews claiming that this company is fraudulent; see Yelp, Google, and Revdex.comThen there are the other sites where all the reviews are five stars and look the same over and overSomething is not right with this companySo I called Secure Home againThe representative (Jarred) told me that someone would call me back the same dayOn the 28th of December, no one called me at allI called again on JAN 2017, and the representative (Sharla) told me someone would call me back right away, and no one didI sent an email on JAN and received no responseOn 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 policyIt seems like this is their business modelThey don't cover anything and when people complain, they provide a pro-rated refund and keep the difference, when they provided no actual serviceIt is now JAN and I still haven't been refunded by this companyThis company refused to give me coverage I paid for and is refusing to give me my money backThis company is fraudulentThey provide no actually service when you need itWhen 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 anythingI guess they endeavor to swindle people out of moneyI am out $of non-covered costs that American Home Shield would have coveredPlease helpI just want my money back, all of it.Desired Outcome: Full refund of $since they covered none of my claims, they appear to be fraudulent, and they have cost me to $1,of cost out of pocket that would have been covered by my last home warranty companyThis company should be investigated for fraudulent business practices.Message to Revdex.comPlease reopen previous case or process this complaintI will have all required documents this weekThank you Regards, [redacted]
Secure Home warranty has reached out to the customer and agreed to refund the customer in full, a check has been mailed as of 7/22/
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###-###-####