[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 business told me I could hire who ever I wanted to so I hired a really good fried of mine who has done this work beforeI have seen his work and approved of other work he has done
I filed a CLAIM and paid the person (in cash) who installed and fixed the furnaceTo prove the there was a problem I sent the insurance company the tenants name and phone number so they could find out that this claim was real and there was a problemI have sent them invoices of what the work would cost and what needed to be repairedI sent them invoices that I paid the contractorStill, they refuse to pay out the claim. I have dealt with other insurance companies in the past and they don''t care who does the workThey leave that up to me (the homeowner) to hire who ever I want toThe insurance company see's the work that needs to be done and pay what is reasonableThis company REFUSES TO PAY ANYTHING! Now it has been months since I have filed this claimWhat kind of insurance company does NOT pay a claim that was filed?
Regards,
*** ***
Secure Home Warranty has secured two separate technicians for the customer, and we have provided the technicians information on both occasions, directly to the customer The customer has not contacted Secure Home Warranty in regards to this claim since 08/05/
[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,
*** ***
---------- Forwarded message ----------From: *** ***Date: Thu, Jul 13, at 2:PMSubject: Complaint ID *** * *** ***To: ***Hello~I finally spoke with a rep and the "Sales Manager" and now they are stating that my policy was expired on
6/19/There was a special that was going on when I purchased the policy in April of stating that of I purchased a plan for year, I would get month freeMy effective date of the policy was 6/19/(which is noted on my contract along with the additional months)So when they told me that my policy was expired, I told them Nobased on my contract I have months after 6/19/and was told that the free months was only if I renewed for another yearI advised them that it doesn't state that anywhere in my contract but the "Sales Manager" stated that there was nothing that could be done unless I renewed for another year.Attached is my contract and it doesn't state anything about the months only applying if I renewed for another year.I have purchased another policy with another company and now I want my money back from Secure Home Warranty as they have breached the written contract.Thanks***
***
***
The customer can either receive the reimbursement or cancel they cannot do both, we will send the check and request in writing that the customer keep the policy for the duration of the time or they may cancel but we will not be forced to pay out twice on a claim and a refund
We have already discussed the called in an email to the customer and in our previous response, the customer reviewed the policy and signed it agreeing to the coverage and the terms, if the customer is not happy with paying only for repairs that are not covered, the customer may receive a refund from us less the any claims paid out, we will not be forced into covering a non-covered item that we have already extended a courtesy for and the customer was aware that they did not have coverage for
[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: The business Secure Home warranty is not being truthful, the contract section paragraph states "For the replacement of a system or appliance that cannot be repaired to working order or it is not cost effective to repair; shall ultimately be Secure Home 's decision on the result, as Secure home may choose to pay cash settlement for irreparable component of the system or applianceSecure Home will not however be responsible for installation services.The cash settlement shall be in an amount not to exceed the depreciated value of the component/appliance being replaced.First of all my refrigerator cost brand new $dollarsThe circuit board according to repairman was not working and would require a new one, bringing the refrigerator back to working orderThe cost to repair and replace was the $256.00, plus $service call, of which per contract I was responsible for $Secure Home took the cost of part and installation added the service call to it and came up with a figure of somewhere around $Secure Home then decided because they did not want to pay per contract they would tell me that $was NOT part of the repair cost to reduce what they should pay per contract, in addition to that is Secure Home contract as stated above that I WOULD be responsible fro installation service if the component/appliance was "irreparable", my refrigerator was repairable.
Regards,
*** ***
------- Forwarded message ----------From: Mia W Date: Wed, Jan 18, at 11:AMSubject: Revdex.com Complaint ID: -Sandra NeelyTo: [email protected] Morning,The customer placed a claim for the refrigerator and we assigned a technician to go out
and diagnose the issue. The technician found a bad control board was the issue, and that it would need to be replaced, we received an estimate for the repairs. The customer called into Secure Home Warranty and stated that the technician was trying to bill them 75.00, the technician was contacted and they billed Secure Home Warranty for the 75.00, not the customer (see attached estimate & receipt) Secure Home Warranty ended up covering + = for the repair, we did explain installation is not covered and the customer only would have to pay 175.00, the customer agreed and we paid upfront for the repair, that has been completed.-- Mia *W***Secure Home WarrantyAccounts & Compliance Manager*** *** *** Ext***
The policy is not a negotiation, we have paid to the technician, the terms clearly state that if you cancel it will be for a pro-rated amount and we will stand by that in this case.The customer has made nu,numerous agreements with Secure Home Warranty and has broken each one of them we have gone above and beyond each time, the policy has been canceled and a pro-rated refund has been issued.Secure Home Warranty has mad this clear with the customer and it is clearly written in the policy, we will not be forced to pay additional money out to a customer that is not owed, the policy has been canceled and we have filled our contractual obligation
Secure Home Warranty has advised the customer that his issue is not covered per the Terms of Agreement and we have offered the maximum amount that is allowed in a situation where an item is not covered
Secure Home Warranty has been in contact with the customer and has resolved the issue, we will be approving the repairs and working with them closely to make sure everything is completed.We would like to thank *** *** *** for her patience and are looking forward to making sure she is happy
with our services
Secure Home Warranty has informed customer that they did not purchase additional coverage for plumbing fixtures and we did inform them that there is a maximum allowance on the plumbing claim in the first days, the customer has stated they do not agree withthe Terms of Agreement they signed
[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: According to the service company that they sent out, *** *** Heating & Cooling, Hayesville, NC ###-###-#### the failure was not caused by low coolant but was a short within the sealed unit of the compressorThe internal short was caused by wear which caused the windings to fail and short outThis is proven by the fact that the coolant had high acidity which can only be caused by and internal electrical short within the sealed unitThey stated unequivocally that the coolant level was not low
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:The contact with this company on Nov.2016; The company attempted to charge me for initial callThe first dollar service fee was waived according to contractIt took time to clear that up with companyThen looking for assistants on Saturday Feb 18,for bathroom problems, spoke with someone who took my complaint that SaturdayThey Never did call me back to address issueI paid for another company to address issueI called Secure that Friday, Feb.24, to determine why I hadn't heard anything from themThe person who answered the phone states she had no record of my callThis company is poor and does not meet the standardThey have never been to my home for anythingThey are a waste of my time and have not provided any helpI want all money returned
Regards,
*** ***
We will be contacting the title company directly regarding the cancellation of this account as we do have their contact information, and any refund due will be going to them directly
----- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Tue, Apr 4, at 2:PMSubject: Fwd: CASE # ***To: *** *** ---------- Forwarded message ----------From: *** *** Date: Tue, Apr 4, at 1:PMSubject: CASE # ***To: Revdex.com Dear ***,Thank you for calling me back After reading the response from Security Home Warranty, I called Steve at Steve's Appliance Service ###-###-####.I asked him "why did he tell the warranty company that there is nothing wrong with my refrigerator when you told us the problem" .He was very frustrated that for a small job that he had to take extra calls from me.He emphasized what he told my husband on the day of the service 3-3-2017and what he told the Secure Home Warranty on 03-04-2017.The refrigerator's PART CALLED AIR CONTROL DUMPER IS NOT WORKING. HENCE THE AIRFLOW IS RESTRICTED THIS CAUSING FRESH FOOD SECTION FOOD TO FREEZE.UNFORTUNATELY THE REPLACEMENT PART IS NO LONGER AVAILABLE.My friends also had to deal with similar situation with this Warranty company but they got reimbursed after a serious complaint against them. They are willing to talk to you if necessary.I have spoken to Top Warranty Company this week about my case and how would they handle the situation and the response from everyone is :"REPLACE THE APPLIANCE OR CASH SETTLEMENT UPTO THEIR LIMIT. LIMIT VARIES FROM $2,TO $7,000."Best,*** ***
Secure Home Warranty Secure Home Warranty has been in contact with the customer and resolved the matter The customer had received one payment for for the washer and we have mailed another check, recently for the washer in the amount of 500.00.The customer is receiving a total of
for both appliances
[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 business told me I could hire who ever I wanted to so I hired a really good fried of mine who has done this work beforeI have seen his work and approved of other work he has done
I filed a CLAIM and paid the person (in cash) who installed and fixed the furnaceTo prove the there was a problem I sent the insurance company the tenants name and phone number so they could find out that this claim was real and there was a problemI have sent them invoices of what the work would cost and what needed to be repairedI sent them invoices that I paid the contractorStill, they refuse to pay out the claim. I have dealt with other insurance companies in the past and they don''t care who does the workThey leave that up to me (the homeowner) to hire who ever I want toThe insurance company see's the work that needs to be done and pay what is reasonableThis company REFUSES TO PAY ANYTHING! Now it has been months since I have filed this claimWhat kind of insurance company does NOT pay a claim that was filed?
Regards,
*** ***
Secure Home Warranty has secured two separate technicians for the customer, and we have provided the technicians information on both occasions, directly to the customer The customer has not contacted Secure Home Warranty in regards to this claim since 08/05/
[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,
*** ***
---------- Forwarded message ----------From: *** ***Date: Thu, Jul 13, at 2:PMSubject: Complaint ID *** * *** ***To: ***Hello~I finally spoke with a rep and the "Sales Manager" and now they are stating that my policy was expired on
6/19/There was a special that was going on when I purchased the policy in April of stating that of I purchased a plan for year, I would get month freeMy effective date of the policy was 6/19/(which is noted on my contract along with the additional months)So when they told me that my policy was expired, I told them Nobased on my contract I have months after 6/19/and was told that the free months was only if I renewed for another yearI advised them that it doesn't state that anywhere in my contract but the "Sales Manager" stated that there was nothing that could be done unless I renewed for another year.Attached is my contract and it doesn't state anything about the months only applying if I renewed for another year.I have purchased another policy with another company and now I want my money back from Secure Home Warranty as they have breached the written contract.Thanks***
***
***
The customer can either receive the reimbursement or cancel they cannot do both, we will send the check and request in writing that the customer keep the policy for the duration of the time or they may cancel but we will not be forced to pay out twice on a claim and a refund
We have already discussed the called in an email to the customer and in our previous response, the customer reviewed the policy and signed it agreeing to the coverage and the terms, if the customer is not happy with paying only for repairs that are not covered, the customer may receive a refund from us less the any claims paid out, we will not be forced into covering a non-covered item that we have already extended a courtesy for and the customer was aware that they did not have coverage for
[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: The business Secure Home warranty is not being truthful, the contract section paragraph states "For the replacement of a system or appliance that cannot be repaired to working order or it is not cost effective to repair; shall ultimately be Secure Home 's decision on the result, as Secure home may choose to pay cash settlement for irreparable component of the system or applianceSecure Home will not however be responsible for installation services.The cash settlement shall be in an amount not to exceed the depreciated value of the component/appliance being replaced.First of all my refrigerator cost brand new $dollarsThe circuit board according to repairman was not working and would require a new one, bringing the refrigerator back to working orderThe cost to repair and replace was the $256.00, plus $service call, of which per contract I was responsible for $Secure Home took the cost of part and installation added the service call to it and came up with a figure of somewhere around $Secure Home then decided because they did not want to pay per contract they would tell me that $was NOT part of the repair cost to reduce what they should pay per contract, in addition to that is Secure Home contract as stated above that I WOULD be responsible fro installation service if the component/appliance was "irreparable", my refrigerator was repairable.
Regards,
*** ***
Secure Home Warranty has sent out technicians to the customer on two separate occasions for the Hot Water Heater and have repaired it both times
------- Forwarded message ----------From: Mia W Date: Wed, Jan 18, at 11:AMSubject: Revdex.com Complaint ID: -Sandra NeelyTo: [email protected] Morning,The customer placed a claim for the refrigerator and we assigned a technician to go out
and diagnose the issue. The technician found a bad control board was the issue, and that it would need to be replaced, we received an estimate for the repairs. The customer called into Secure Home Warranty and stated that the technician was trying to bill them 75.00, the technician was contacted and they billed Secure Home Warranty for the 75.00, not the customer (see attached estimate & receipt) Secure Home Warranty ended up covering + = for the repair, we did explain installation is not covered and the customer only would have to pay 175.00, the customer agreed and we paid upfront for the repair, that has been completed.-- Mia *W***Secure Home WarrantyAccounts & Compliance Manager*** *** *** Ext***
The policy is not a negotiation, we have paid to the technician, the terms clearly state that if you cancel it will be for a pro-rated amount and we will stand by that in this case.The customer has made nu,numerous agreements with Secure Home Warranty and has broken each one of them we have gone above and beyond each time, the policy has been canceled and a pro-rated refund has been issued.Secure Home Warranty has mad this clear with the customer and it is clearly written in the policy, we will not be forced to pay additional money out to a customer that is not owed, the policy has been canceled and we have filled our contractual obligation
Secure Home Warranty has advised the customer that his issue is not covered per the Terms of Agreement and we have offered the maximum amount that is allowed in a situation where an item is not covered
They have not responded to phone calls or email
Secure Home Warranty has been in contact with the customer and has resolved the issue, we will be approving the repairs and working with them closely to make sure everything is completed.We would like to thank *** *** *** for her patience and are looking forward to making sure she is happy
with our services
Secure Home Warranty has informed customer that they did not purchase additional coverage for plumbing fixtures and we did inform them that there is a maximum allowance on the plumbing claim in the first days, the customer has stated they do not agree withthe Terms of Agreement they signed
[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: According to the service company that they sent out, *** *** Heating & Cooling, Hayesville, NC ###-###-#### the failure was not caused by low coolant but was a short within the sealed unit of the compressorThe internal short was caused by wear which caused the windings to fail and short outThis is proven by the fact that the coolant had high acidity which can only be caused by and internal electrical short within the sealed unitThey stated unequivocally that the coolant level was not low
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:The contact with this company on Nov.2016; The company attempted to charge me for initial callThe first dollar service fee was waived according to contractIt took time to clear that up with companyThen looking for assistants on Saturday Feb 18,for bathroom problems, spoke with someone who took my complaint that SaturdayThey Never did call me back to address issueI paid for another company to address issueI called Secure that Friday, Feb.24, to determine why I hadn't heard anything from themThe person who answered the phone states she had no record of my callThis company is poor and does not meet the standardThey have never been to my home for anythingThey are a waste of my time and have not provided any helpI want all money returned
Regards,
*** ***
We will be contacting the title company directly regarding the cancellation of this account as we do have their contact information, and any refund due will be going to them directly
----- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Tue, Apr 4, at 2:PMSubject: Fwd: CASE # ***To: *** *** ---------- Forwarded message ----------From: *** *** Date: Tue, Apr 4, at 1:PMSubject: CASE # ***To: Revdex.com Dear ***,Thank you for calling me back After reading the response from Security Home Warranty, I called Steve at Steve's Appliance Service ###-###-####.I asked him "why did he tell the warranty company that there is nothing wrong with my refrigerator when you told us the problem" .He was very frustrated that for a small job that he had to take extra calls from me.He emphasized what he told my husband on the day of the service 3-3-2017and what he told the Secure Home Warranty on 03-04-2017.The refrigerator's PART CALLED AIR CONTROL DUMPER IS NOT WORKING. HENCE THE AIRFLOW IS RESTRICTED THIS CAUSING FRESH FOOD SECTION FOOD TO FREEZE.UNFORTUNATELY THE REPLACEMENT PART IS NO LONGER AVAILABLE.My friends also had to deal with similar situation with this Warranty company but they got reimbursed after a serious complaint against them. They are willing to talk to you if necessary.I have spoken to Top Warranty Company this week about my case and how would they handle the situation and the response from everyone is :"REPLACE THE APPLIANCE OR CASH SETTLEMENT UPTO THEIR LIMIT. LIMIT VARIES FROM $2,TO $7,000."Best,*** ***
Secure Home Warranty Secure Home Warranty has been in contact with the customer and resolved the matter The customer had received one payment for for the washer and we have mailed another check, recently for the washer in the amount of 500.00.The customer is receiving a total of
for both appliances
The customer has been fully refunded as of 01/23/