Secure Home Warranty spent a lot of time researching the issue with the customers unit, the compressor has locked up and the causes are not covered by the warranty.I have attached a complete breakdown of what are specific causes of a locked up compressor and they are not wear and tear issues, mostly they have to do with refrigerant
------ Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Thu, Jun 2, at 1:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] @myRevdex.com.org---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Thu, Jun 2, at 1:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com Hello yes they gave me dollers back and said to use it to get my pipes fixed and ask me to drop the case against them my case number is [redacted] thank you they was acting strange said they didn't know this was my first time using them because first time is free and told me if I need help with any thing else give them a call it didn't make no since [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:I was sold a bill of goods by Secure Home Warranty. I contacted Secure Home Warranty with a non working hot water heater. I was told someone would get back to me. They never did. Two days later I called back and was told that my appliance and its problem was not covered under my contract. When I was "sold" the policy I was assured that a non working hot water heater would be repaired or replaced. Secure Home Warranty never offered to have a technician come out and assess my problem. I had to find someone myself. When the tech came out he determined that the hot water heater was no good and had to be replaced. This is a person who has 45 years experience. I paid $504 to buy a new hot water heater and have it replaced.nSecure Home Warranty has found evety loop hole in their language to avoid paying for the HOT WATER HEATER REPLACEMENT. The technician even wrote them a letter with a VALID DIAGNOSIS. Secure a Home Warranty rejected that as well. I am telling everyone to STAY AWAY FROM THIS BAIT AND SWITCH COMPANY. As a Realtor, I have dealt with several different Home Warranty companies. Never, never ever have I expierienced such lies and deceit. I intend to sue for this and seek damages. The $504 that I spent myself to replace what they should have done to begin with is nothing compared to what this will cost them in the long run in bad PR.Regards, [redacted]
------- Forwarded message ----------From: Mia WDate: Tue, Feb 7, at 1:PMSubject: Re: Revdex.com ID *** *** ***
To: *** *** Cc: *** *** Good Afternoon,I have updated the refund breakdown:Customer purchased the policy as the discounted rated of for year + free monthsThe pro-rated refund is calculated as follows:Non-discounted rate - 499.99The customer had the policy active for month at 42.00/month = 294.00 cancellation feeThe customer paid - - = 6.00Secure Home Warranty refund the customer 12.00I have also included a copy of the signed agreement, which does include the "Termination By You"
The customer is responsible for the balance for the work to be completed, as Secure Home Warranty approved The customer has not contacted Secure Home Warranty directly to let us know they could not get in touch with the tech.The technician should have been contacted by the customer to set up the appointment, we were not aware of any situation
Secure Home Warranty provides
coverage days after the first payment is received, we are unable to refund for months of service we provided just as in medical insurance and car insurance, your are not refunded any premium because you did not use the service.The customer is not entitled to a refund at this time for months of service that have been used
Secure Home Warranty has refunded the payment for October, $to the customer The customer has been paying on a month-to-month/pay-as-yplan. We are unable to refund the customer for prior months of service, as it is a month-to-month service
[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: ***
I am rejecting this response because: To Secure Home Warranty----- Funny, wasn't I eligible for a refund back in October when I first asked for one? It's only almost been a year because Secure Home Warranty didn't do what they promised they would do back in October!!!!! All I've got from Secure Home Warranty was lies, lies and more liesIn fact they have promised me a refund several timesWhen asked where's the refund was after waiting weeks and then months They reply that they will give the refund to the title company - because the title company wrote the checkBut they still haven't refunded the money to them eitherEven though the title company has requested the refund mutiple times as well (the title company will back up what I am saying here, in court if need be)I'm Requesting full refund because you didn't provide the service you were paid to doLet me say that again for the cheap seatsRefund for a job you chose not to do, but were paid to do. Regards,
*** ***
The customer placed a claim for their dryer and a technician was assigned to diagnose the issue, they send in an estimate for repairs to the heating element and thermistor.Secure Home Warranty advised the customer that we are unable to cover installation per the Terms of Agreement, under "Omitted
from Secure Home's Coverage" Section 41, Part DThis policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, knobs and buttons, door seals, dispays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise, refrigerants,valves, dispensers, INSTALLATION, electrical failures.Secure Home Warranty advised the customer that we would pay towards the repair and the customer woudl be responsible for the additional 53.06, the customer refused and stated that they wanted to cancel their policy.The policy does not cover installation, but, we did offer to cover most of the repair, we have fulfilled our contractual obligation and the customer has decided to cancel and will be subject to the pro-rated refund amount
The customer placed a claim for their refrigerator on 08/05/2016, a technician was assigned on 08/05/and an email with the technicians' information was sent to the customer as well On 08/06/the customer was contacted by the technician and mad an appointment.On 08/08/the
technician called in with a diagnosis an stated that the the unit needed to be cleaned, we explained to the customer that cleaning.maintenance is not covered under the warranty The technician called back and stated that the unit also wasleaking Freon and required a replacement of evaporator coil and compressor.The warranty clearly states that we are unable to cover any freon or freon related repairs, as well as the sealed system are not covered items See Below:Refrigerator, Secure Home is obliged to cover one (1) refrigerator situated inside of the kitchen of the covered homeSecure Home is obliged to cover all modules, components and parts of the refrigerator necessary to the functionality of the refrigeratorSecure Home shall not be obliged to under any circumstances cover the accompanying list of modules, components and parts identifying with the refrigerator: (i) ice makers; (ii) ice crushers; (iii) dispensers; (IV) freezer parts and components which are not vital to the refrigerator unit as a whole (v)Refrigerant;(vi) Refrigerant leaks; (viii) damage brought about by Refrigerant leak; (ix) leaks; (x) sealed systemsThe customer was offered an amount of as a courtesy reimbursement, even though the repairs are not covered under the Terms of Condition, the customer reviewed, signed and sent back Secure Home Warranty has issued a refund per the same, Terms of Agreement under cancellation requested by Termination of Agreement by YouIf you desire to cancel this Agreement within thirty (30) days of this Agreement, as set forth on the schedule page accompanying this Agreement, you shall be entitled to a full refund in the event that no service has been provided under the contractAfter the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan costA $cancellation fee will be charged and any service costs incurred by Secure Home Warranty
[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,
*** *** ***
Secure Home Warranty has explained to the customer that we only cover repairing the leaks, we do not cover flashing, roof to wall rebuild, shingles, removing caulking, checking plywood, new shingles, step flashing or new ice and water to be installed up the wall.Please see attached estimates that show work that is required is outside of the scope of the policy
[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,
*** ***
Complaint: ***
I am rejecting this response because:------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Fri, Sep 30, at 12:PMSubject: Fwd: Ref* rebuttalTo: ***@myRevdex.com.org---------- Forwarded message ----------From: *** *** Date: Fri, Sep 30, at 11:AMSubject: Ref* rebuttalTo: [email protected]*** *** informed me that the total amount at the most for him to cut through the sheet rock would be at the most dollars. I have agreed to pay that part of the bill. After the sheet rock is cut he will have access to all the plumbing he needs to fix. Whatever pipes he has to cut is all part of plumbing not cosmetics. Ironically, secure home warranty has only agreed to pay at the most. I think this is unfair and bad business. The whole purpose of getting home warranty is to save on problems that arrive. To put cutting pipes in the same category as gaining access to them is in my opinion a way of getting out of a service I had no problem paying for. They have yet explain to me how cutting pipes regardless of where they are located considered gaining access. *** *** has given a quote of dollars, however secure home warranty is purposely not asking the question of how much would it cost to cut the sheet rock only in order to gain access to the pipes.
Regards,
*** ***
[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: ***
I am rejecting this response because:This is now the fourth or fifth excuse offered for why the organization does not cover the warranty of the system in questionThe reasons keep changingSecure Home Warranty is clearly a predatory company only out to get people's warranty fees, and then spend months arguing over why they don't cover a basic home A/C unit
Regards,
*** ***
The custome rwa snot forced to sign the agreement it is part of the policy, there is a maximum allowance of 125.00, per the Terms of Agreement, which the customer also signed of their own free will
[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: ***
I am rejecting this response because:This company keep avoiding the issue all together, it is not that they done cover the faucet the problem is the service; waiting four days to find that out after I had to run down everybody just to get that informationYour unknown protocol of sending out people to work on stuff that will take approval and not one was even there to begin to approve anything on a weekend and the outsourced calling service they have don’t know that they are not there or they don’t tell customers thatAlso I heard no mention about the line getting snaked out correctly you keep trying to avoid addressing the problem with your customer service, policies/work schedule and the convoluted process of getting in touch with you and also getting the truth from you and your contractor about what is really going on.If you read the original complaint you should understand better yet I am including an attachment that hopefully will clear things up with what is the problem have a nice day.
Regards,
*** ***
[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: ***
I am rejecting this response because:as per discussion with warranty ceiling fans were coveredthey informed us they could not send a contractorverbally informed to purchase ceiling fans we complied in good faith expecting reimbursement
Regards,
*** ***
Secure Home Warranty spent a lot of time researching the issue with the customers unit, the compressor has locked up and the causes are not covered by the warranty.I have attached a complete breakdown of what are specific causes of a locked up compressor and they are not wear and tear issues, mostly they have to do with refrigerant
------ Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Thu, Jun 2, at 1:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] @myRevdex.com.org---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Thu, Jun 2, at 1:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com Hello yes they gave me dollers back and said to use it to get my pipes fixed and ask me to drop the case against them my case number is [redacted] thank you they was acting strange said they didn't know this was my first time using them because first time is free and told me if I need help with any thing else give them a call it didn't make no since [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:I was sold a bill of goods by Secure Home Warranty. I contacted Secure Home Warranty with a non working hot water heater. I was told someone would get back to me. They never did. Two days later I called back and was told that my appliance and its problem was not covered under my contract. When I was "sold" the policy I was assured that a non working hot water heater would be repaired or replaced. Secure Home Warranty never offered to have a technician come out and assess my problem. I had to find someone myself. When the tech came out he determined that the hot water heater was no good and had to be replaced. This is a person who has 45 years experience. I paid $504 to buy a new hot water heater and have it replaced.nSecure Home Warranty has found evety loop hole in their language to avoid paying for the HOT WATER HEATER REPLACEMENT. The technician even wrote them a letter with a VALID DIAGNOSIS. Secure a Home Warranty rejected that as well. I am telling everyone to STAY AWAY FROM THIS BAIT AND SWITCH COMPANY. As a Realtor, I have dealt with several different Home Warranty companies. Never, never ever have I expierienced such lies and deceit. I intend to sue for this and seek damages. The $504 that I spent myself to replace what they should have done to begin with is nothing compared to what this will cost them in the long run in bad PR.Regards, [redacted]
------- Forwarded message ----------From: Mia WDate: Tue, Feb 7, at 1:PMSubject: Re: Revdex.com ID *** *** ***
To: *** *** Cc: *** *** Good Afternoon,I have updated the refund breakdown:Customer purchased the policy as the discounted rated of for year + free monthsThe pro-rated refund is calculated as follows:Non-discounted rate - 499.99The customer had the policy active for month at 42.00/month = 294.00 cancellation feeThe customer paid - - = 6.00Secure Home Warranty refund the customer 12.00I have also included a copy of the signed agreement, which does include the "Termination By You"
The customer is responsible for the balance for the work to be completed, as Secure Home Warranty approved The customer has not contacted Secure Home Warranty directly to let us know they could not get in touch with the tech.The technician should have been contacted by the customer to set up the appointment, we were not aware of any situation
Secure Home Warranty provides
coverage days after the first payment is received, we are unable to refund for months of service we provided just as in medical insurance and car insurance, your are not refunded any premium because you did not use the service.The customer is not entitled to a refund at this time for months of service that have been used
Secure Home Warranty has refunded the payment for October, $to the customer The customer has been paying on a month-to-month/pay-as-yplan. We are unable to refund the customer for prior months of service, as it is a month-to-month service
[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: ***
I am rejecting this response because: To Secure Home Warranty----- Funny, wasn't I eligible for a refund back in October when I first asked for one? It's only almost been a year because Secure Home Warranty didn't do what they promised they would do back in October!!!!! All I've got from Secure Home Warranty was lies, lies and more liesIn fact they have promised me a refund several timesWhen asked where's the refund was after waiting weeks and then months They reply that they will give the refund to the title company - because the title company wrote the checkBut they still haven't refunded the money to them eitherEven though the title company has requested the refund mutiple times as well (the title company will back up what I am saying here, in court if need be)I'm Requesting full refund because you didn't provide the service you were paid to doLet me say that again for the cheap seatsRefund for a job you chose not to do, but were paid to do. Regards,
*** ***
The customer placed a claim for their dryer and a technician was assigned to diagnose the issue, they send in an estimate for repairs to the heating element and thermistor.Secure Home Warranty advised the customer that we are unable to cover installation per the Terms of Agreement, under "Omitted
from Secure Home's Coverage" Section 41, Part DThis policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, knobs and buttons, door seals, dispays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise, refrigerants,valves, dispensers, INSTALLATION, electrical failures.Secure Home Warranty advised the customer that we would pay towards the repair and the customer woudl be responsible for the additional 53.06, the customer refused and stated that they wanted to cancel their policy.The policy does not cover installation, but, we did offer to cover most of the repair, we have fulfilled our contractual obligation and the customer has decided to cancel and will be subject to the pro-rated refund amount
The refund is pro-rated and is due to the title company, we have received your form and will process the check
The customer placed a claim for their refrigerator on 08/05/2016, a technician was assigned on 08/05/and an email with the technicians' information was sent to the customer as well On 08/06/the customer was contacted by the technician and mad an appointment.On 08/08/the
technician called in with a diagnosis an stated that the the unit needed to be cleaned, we explained to the customer that cleaning.maintenance is not covered under the warranty The technician called back and stated that the unit also wasleaking Freon and required a replacement of evaporator coil and compressor.The warranty clearly states that we are unable to cover any freon or freon related repairs, as well as the sealed system are not covered items See Below:Refrigerator, Secure Home is obliged to cover one (1) refrigerator situated inside of the kitchen of the covered homeSecure Home is obliged to cover all modules, components and parts of the refrigerator necessary to the functionality of the refrigeratorSecure Home shall not be obliged to under any circumstances cover the accompanying list of modules, components and parts identifying with the refrigerator: (i) ice makers; (ii) ice crushers; (iii) dispensers; (IV) freezer parts and components which are not vital to the refrigerator unit as a whole (v)Refrigerant;(vi) Refrigerant leaks; (viii) damage brought about by Refrigerant leak; (ix) leaks; (x) sealed systemsThe customer was offered an amount of as a courtesy reimbursement, even though the repairs are not covered under the Terms of Condition, the customer reviewed, signed and sent back Secure Home Warranty has issued a refund per the same, Terms of Agreement under cancellation requested by Termination of Agreement by YouIf you desire to cancel this Agreement within thirty (30) days of this Agreement, as set forth on the schedule page accompanying this Agreement, you shall be entitled to a full refund in the event that no service has been provided under the contractAfter the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan costA $cancellation fee will be charged and any service costs incurred by Secure Home Warranty
[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,
*** *** ***
Secure Home Warranty has explained to the customer that we only cover repairing the leaks, we do not cover flashing, roof to wall rebuild, shingles, removing caulking, checking plywood, new shingles, step flashing or new ice and water to be installed up the wall.Please see attached estimates that show work that is required is outside of the scope of the policy
[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,
*** ***
Complaint: ***
* rebuttalTo: ***@myRevdex.com.org---------- Forwarded message ----------From: *** *** Date: Fri, Sep 30, at 11:AMSubject: Ref
* rebuttalTo: [email protected]*** *** informed me that the total amount at the most for him to cut through the sheet rock would be at the most dollars. I have agreed to pay that part of the bill. After the sheet rock is cut he will have access to all the plumbing he needs to fix. Whatever pipes he has to cut is all part of plumbing not cosmetics. Ironically, secure home warranty has only agreed to pay at the most. I think this is unfair and bad business. The whole purpose of getting home warranty is to save on problems that arrive. To put cutting pipes in the same category as gaining access to them is in my opinion a way of getting out of a service I had no problem paying for. They have yet explain to me how cutting pipes regardless of where they are located considered gaining access. *** *** has given a quote of dollars, however secure home warranty is purposely not asking the question of how much would it cost to cut the sheet rock only in order to gain access to the pipes.
I am rejecting this response because:------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Fri, Sep 30, at 12:PMSubject: Fwd: Ref
Regards,
*** ***
The customer has since requested to cancel their policy and has been refunded for both properties, which should have been updated by the customer
[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: ***
I am rejecting this response because:This is now the fourth or fifth excuse offered for why the organization does not cover the warranty of the system in questionThe reasons keep changingSecure Home Warranty is clearly a predatory company only out to get people's warranty fees, and then spend months arguing over why they don't cover a basic home A/C unit
Regards,
*** ***
The custome rwa snot forced to sign the agreement it is part of the policy, there is a maximum allowance of 125.00, per the Terms of Agreement, which the customer also signed of their own free will
[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: ***
I am rejecting this response because:This company keep avoiding the issue all together, it is not that they done cover the faucet the problem is the service; waiting four days to find that out after I had to run down everybody just to get that informationYour unknown protocol of sending out people to work on stuff that will take approval and not one was even there to begin to approve anything on a weekend and the outsourced calling service they have don’t know that they are not there or they don’t tell customers thatAlso I heard no mention about the line getting snaked out correctly you keep trying to avoid addressing the problem with your customer service, policies/work schedule and the convoluted process of getting in touch with you and also getting the truth from you and your contractor about what is really going on.If you read the original complaint you should understand better yet I am including an attachment that hopefully will clear things up with what is the problem have a nice day.
Regards,
*** ***
[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: ***
I am rejecting this response because:as per discussion with warranty ceiling fans were coveredthey informed us they could not send a contractorverbally informed to purchase ceiling fans we complied in good faith expecting reimbursement
Regards,
*** ***