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 normal wear and tear issues,...
[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:
Even if I go with the calculation method listed, the duration that I had the policy was only 6 months. Please refer below to the actual policy activation and cancellation date.---------- Forwarded message ---------From: Secure Home Warranty <[email protected]>Date: Wed, May 25, 2016 at 3:51 PMSubject: Welcome to Secure Home WarrantyTo: <[redacted].com>Thank you for enrolling with Secure Home Warranty.Please sign and fax/email a signed copy of the attached agreement to ###-###-#### or to [email protected]
Regards,
[redacted]
---------- Forwarded message ---------From: [redacted] <[redacted].[redacted].com>Date: Tue, Nov 22, 2016 at 9:39 AMSubject: Re: Welcome to Secure Home WarrantyTo: Secure Home Warranty <[email protected]>Hello, My policy # is [redacted]. I initiated a cancellation today with the customer rep. Please process it and let me know how soon I can get a refund.Thanks,[redacted]
On March 15, 2016 the customer called in to place a claim for the a pipe under the sink leaking into the downstairs apartment, the customer stated they would get their own technician and submit the invoice.On January 20,2017 we received a receipt from the customer for reimbursement, all claims are...
closed after 30 days of inactivity, the customer had the work done in 2017 not in March 2016 as agreed upon at the time.The customer did not contact Secure Home Warranty regarding this matter or to open a new claim or to go over the claim procedures.Please acknowledge attached receipt dated 1/17/2017.
The custome first supplied Secure Home Warranty with a technician that they contacted which is not a real technician , and the customer is paying the phone bill of the technician, because [redacted] is on the caller id.The customer then stated his friend/technician then sub-contracted to someone...
else to have the repairs made, we are waiting for a legitimate invoice from the technician whom the customer actually had come out an replace the unit.Secure Home Warranty stated that they can have the technician contact us directly, send an invoice and must be an actual business, we have yet to receive any information from the customer.
[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.]
Better...
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was an insult to me but apparently it's the best they could do. I still spent over a week in a house reaching 90 degrees during the day and I can never get ahold of them. I just want this to be over with so I settled. If you read the waiver, it makes absolutely no sense. Something a child would write. They first told me it would take 7 to 14 business days to process my claim settlement. After I signed, they told me 30 days. I asked why? No response and that was last week. I will be sure to inform my friends, family and whoever I can reach out to...Secure Home Warranty is the worst company I have ever worked with and they couldn't care less about their clients.
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:
We have never been reimbursed fully for any claim, not even close. We got about $150 to replace our over $1000 fridge because apparently the home warranty does not cover electrical issues in appliances. That is the only money we have ever gotten from them in two years with two houses covered. There is always a good reason it seems for things not to be reimbursed. We did get about $135 for the last claim we put in - nothing to do with knobs - but it's been several weeks and we are still waiting for the check which is a fraction of what we paid. Representative on the phone explained that apparently labor is not covered, just parts and not even all parts, but that's for a different claim. The original contract listed some exceptions per item covered but none of the exceptions that applied to our claims were mentioned in the contract. Why would we pay over $800 for coverage when it doesn't seem to get us anything?
Regards,
[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. I received payment of $250. I beleive that if it were not for the Revdex.com, I would have never recieved the refund.
Regards,
[redacted]
Secure Home Warranty has a legal obligation to return payments to the payee from which we received the funds we cannot refund someone who did not submit payment.The customer has contacted the Escrow company and they have sent Secure Home Warranty a release letter, as we had informed the customer we would require to refund the funds to a non-payee.The check will be mailed out on 02/17/2017.
------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Mon, Apr 17, 2017 at 8:49 AMSubject: Fwd: [redacted]To: [redacted] ---------- Forwarded message ----------From: [redacted] <[redacted].net>Date: Fri, Apr 14, 2017...
at 12:07 PMSubject: [redacted]To: [email protected], [email protected]: Claims Department To Whom It May Concern: Please be informed I have filed a complaint against Secure Home Warranty withthe Revdex.com concerning the breach of the policy warranty agreement.The Revdex.com will be conducting an investigation of your company to see if there are anyissues concerning the status of your company. Please note I will be asking for reimbursementof the service warranty paid on 4/4/17. Sincerely, [redacted]-------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Mon, Apr 17, 2017 at 8:49 AMSubject: Fwd: FW: Policy #[redacted]To: [redacted] ---------- Forwarded message ----------From: [redacted] <[redacted].net>Date: Fri, Apr 14, 2017 at 12:14 PMSubject: FW: Policy #[redacted]To: [email protected] From: [redacted] [mailto:[redacted].net] Sent: Tuesday, April 11, 2017 4:51 PMTo: '[email protected]' <[email protected]>Subject: Policy #[redacted] To Whom It May Concern; I would like to submit a claim for my garage door opener that will need to beServices. At times it does not want to close. I have a [redacted], ½ HP purchased in2001. My phone number is ###-###-####. Cell ###-###-####.Address: [redacted] Trabuco Canyon, CA [redacted]. It was my understandingThat your office has experienced some communications problem so this is why IAm emailing my claim. Thank you, [redacted]
The customer originally purchased the policy on May 11,2015, on 08/17/2016 the customer called in to place a claim for their refrigerator that had a leak. Usually, 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...
failures. The 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 compartment. This 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 covered. Secure Home Warranty did advise the customer that they are within their first 90 days of coverage and we would be able to offer the maximum amount allowed on the policy of 150.00. The customer agreed to the terms of Secure Home Warranty using the maximum amount allowed of 150.00 to use towards the repair of the refrigerator. Secure Home Warranty has fulfilled our contractual obligation for the customers claim per the Terms of Agreement.
The customer placed a claim originally on 06/21/2016 and stated they had an issue with their unit , we did have an issue with securing a technician in the area as no one had immediate availability. The customer contact Secure Home Warranty on 08/10/2016 and stated that they had been out...
of the country for the past month. On 8/12/2016 the technician we assigned went to diagnose the issue with the HVAC unit and stated that the unit needed freon.Secure Home Warranty spoke with the customer and advised them that Freon and Freon related repair are not covered under the warranty. The customer did not state to Secure Home Warranty that there were any issues or they had any issues with the Freon not being covered as stated in their signed agreement.See Below:Air Conditioning (Central). Secure Home is obliged to cover the primary floor air conditioning unit of the covered home only, provided that the air conditioning unit does not exceed a five (5) ton capacity. Secure Home is obliged to cover the following air conditioning components: (i) motors; (ii) compressors; (iii) condensers; and (IV) thermostats. Secure Home shall not be obliged to under any circumstances cover window, wall or zone systems or portable air conditioning units. Secure Home shall not be obliged to under any circumstances cover (i) air filters; (ii) Refrigerant; (iii) Refrigerant recapture; (IV) geothermal systems; (v) gas or propane air condition systems; (vi) air filtration systems; (vii) humidifiers; (viii) registers; (ix) grills; (x) stands; (xi) jacks; (xii) condenser casings; (xiii) pads; (xiv) vents; (xv) flues; (xvi) clogged lines; (xvii) condensation leaks; (xviii) mismatched systems; (xix) damaged ducts; (xx) improper wiring; and (xxi) improper piping(xxii) Refrigerant leaks;(xxiii)damage caused by Refrigerant leak.
[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]
Secure Home Warranty is looking into the customers claim further at this time, we may give them a partial reimbursement for the wiring, but, the unit was leaking and that is a non-covered issue per the Terms of Agreement.
Secure Home Warranty has refunded the customer as of 08/04/2016 for the amount of 450.00 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.
Complaint: [redacted]
I am rejecting this response because:----- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Tue, Dec 6, 2016 at 1:23 PMSubject: Fwd: complaint # [redacted]To: [redacted]...
<[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].[redacted]>Date: Tue, Dec 6, 2016 at 12:36 PMSubject: complaint # [redacted]To: "[email protected]" <[email protected]>Hello,I received an email stating that I was refunded by the Home Warranty Company as of August 31st, 2016. I never received that refund. Can you advise on the next step? [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 received a...
call from a representative on yesterday 07/25/16 to apologize for the service I received. I explained to the representative that the company was deceitful and unprofessional. I also advised the representative that I would like a full refund. The representative said she will mail a check to my home address. Its only been a day therefore refund has not been received as of yet.
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]
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 7/25/2016 in full.
Secure Home Warranty has mailed the customer a refund check as of 01/27/2017
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 normal wear and tear issues,...
mostly they have to do with refrigerant
[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:
Even if I go with the calculation method listed, the duration that I had the policy was only 6 months. Please refer below to the actual policy activation and cancellation date.---------- Forwarded message ---------From: Secure Home Warranty <[email protected]>Date: Wed, May 25, 2016 at 3:51 PMSubject: Welcome to Secure Home WarrantyTo: <[redacted].com>Thank you for enrolling with Secure Home Warranty.Please sign and fax/email a signed copy of the attached agreement to ###-###-#### or to [email protected]
Regards,
[redacted]
---------- Forwarded message ---------From: [redacted] <[redacted].[redacted].com>Date: Tue, Nov 22, 2016 at 9:39 AMSubject: Re: Welcome to Secure Home WarrantyTo: Secure Home Warranty <[email protected]>Hello, My policy # is [redacted]. I initiated a cancellation today with the customer rep. Please process it and let me know how soon I can get a refund.Thanks,[redacted]
On March 15, 2016 the customer called in to place a claim for the a pipe under the sink leaking into the downstairs apartment, the customer stated they would get their own technician and submit the invoice.On January 20,2017 we received a receipt from the customer for reimbursement, all claims are...
closed after 30 days of inactivity, the customer had the work done in 2017 not in March 2016 as agreed upon at the time.The customer did not contact Secure Home Warranty regarding this matter or to open a new claim or to go over the claim procedures.Please acknowledge attached receipt dated 1/17/2017.
The custome first supplied Secure Home Warranty with a technician that they contacted which is not a real technician , and the customer is paying the phone bill of the technician, because [redacted] is on the caller id.The customer then stated his friend/technician then sub-contracted to someone...
else to have the repairs made, we are waiting for a legitimate invoice from the technician whom the customer actually had come out an replace the unit.Secure Home Warranty stated that they can have the technician contact us directly, send an invoice and must be an actual business, we have yet to receive any information from the customer.
[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.]
Better...
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was an insult to me but apparently it's the best they could do. I still spent over a week in a house reaching 90 degrees during the day and I can never get ahold of them. I just want this to be over with so I settled. If you read the waiver, it makes absolutely no sense. Something a child would write. They first told me it would take 7 to 14 business days to process my claim settlement. After I signed, they told me 30 days. I asked why? No response and that was last week. I will be sure to inform my friends, family and whoever I can reach out to...Secure Home Warranty is the worst company I have ever worked with and they couldn't care less about their clients.
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:
We have never been reimbursed fully for any claim, not even close. We got about $150 to replace our over $1000 fridge because apparently the home warranty does not cover electrical issues in appliances. That is the only money we have ever gotten from them in two years with two houses covered. There is always a good reason it seems for things not to be reimbursed. We did get about $135 for the last claim we put in - nothing to do with knobs - but it's been several weeks and we are still waiting for the check which is a fraction of what we paid. Representative on the phone explained that apparently labor is not covered, just parts and not even all parts, but that's for a different claim. The original contract listed some exceptions per item covered but none of the exceptions that applied to our claims were mentioned in the contract. Why would we pay over $800 for coverage when it doesn't seem to get us anything?
Regards,
[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. I received payment of $250. I beleive that if it were not for the Revdex.com, I would have never recieved the refund.
Regards,
[redacted]
Secure Home Warranty has a legal obligation to return payments to the payee from which we received the funds we cannot refund someone who did not submit payment.The customer has contacted the Escrow company and they have sent Secure Home Warranty a release letter, as we had informed the customer we would require to refund the funds to a non-payee.The check will be mailed out on 02/17/2017.
------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Mon, Apr 17, 2017 at 8:49 AMSubject: Fwd: [redacted]To: [redacted] ---------- Forwarded message ----------From: [redacted] <[redacted].net>Date: Fri, Apr 14, 2017...
at 12:07 PMSubject: [redacted]To: [email protected], [email protected]: Claims Department To Whom It May Concern: Please be informed I have filed a complaint against Secure Home Warranty withthe Revdex.com concerning the breach of the policy warranty agreement.The Revdex.com will be conducting an investigation of your company to see if there are anyissues concerning the status of your company. Please note I will be asking for reimbursementof the service warranty paid on 4/4/17. Sincerely, [redacted]-------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Mon, Apr 17, 2017 at 8:49 AMSubject: Fwd: FW: Policy #[redacted]To: [redacted] ---------- Forwarded message ----------From: [redacted] <[redacted].net>Date: Fri, Apr 14, 2017 at 12:14 PMSubject: FW: Policy #[redacted]To: [email protected] From: [redacted] [mailto:[redacted].net] Sent: Tuesday, April 11, 2017 4:51 PMTo: '[email protected]' <[email protected]>Subject: Policy #[redacted] To Whom It May Concern; I would like to submit a claim for my garage door opener that will need to beServices. At times it does not want to close. I have a [redacted], ½ HP purchased in2001. My phone number is ###-###-####. Cell ###-###-####.Address: [redacted] Trabuco Canyon, CA [redacted]. It was my understandingThat your office has experienced some communications problem so this is why IAm emailing my claim. Thank you, [redacted]
The customer originally purchased the policy on May 11,2015, on 08/17/2016 the customer called in to place a claim for their refrigerator that had a leak. Usually, 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...
failures. The 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 compartment. This 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 covered. Secure Home Warranty did advise the customer that they are within their first 90 days of coverage and we would be able to offer the maximum amount allowed on the policy of 150.00. The customer agreed to the terms of Secure Home Warranty using the maximum amount allowed of 150.00 to use towards the repair of the refrigerator. Secure Home Warranty has fulfilled our contractual obligation for the customers claim per the Terms of Agreement.
The customer was refunded on February 21,2017
The customer placed a claim originally on 06/21/2016 and stated they had an issue with their unit , we did have an issue with securing a technician in the area as no one had immediate availability. The customer contact Secure Home Warranty on 08/10/2016 and stated that they had been out...
of the country for the past month. On 8/12/2016 the technician we assigned went to diagnose the issue with the HVAC unit and stated that the unit needed freon.Secure Home Warranty spoke with the customer and advised them that Freon and Freon related repair are not covered under the warranty. The customer did not state to Secure Home Warranty that there were any issues or they had any issues with the Freon not being covered as stated in their signed agreement.See Below:Air Conditioning (Central). Secure Home is obliged to cover the primary floor air conditioning unit of the covered home only, provided that the air conditioning unit does not exceed a five (5) ton capacity. Secure Home is obliged to cover the following air conditioning components: (i) motors; (ii) compressors; (iii) condensers; and (IV) thermostats. Secure Home shall not be obliged to under any circumstances cover window, wall or zone systems or portable air conditioning units. Secure Home shall not be obliged to under any circumstances cover (i) air filters; (ii) Refrigerant; (iii) Refrigerant recapture; (IV) geothermal systems; (v) gas or propane air condition systems; (vi) air filtration systems; (vii) humidifiers; (viii) registers; (ix) grills; (x) stands; (xi) jacks; (xii) condenser casings; (xiii) pads; (xiv) vents; (xv) flues; (xvi) clogged lines; (xvii) condensation leaks; (xviii) mismatched systems; (xix) damaged ducts; (xx) improper wiring; and (xxi) improper piping(xxii) Refrigerant leaks;(xxiii)damage caused by Refrigerant leak.
[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]
Secure Home Warranty is looking into the customers claim further at this time, we may give them a partial reimbursement for the wiring, but, the unit was leaking and that is a non-covered issue per the Terms of Agreement.
Secure Home Warranty has refunded the customer as of 08/04/2016 for the amount of 450.00 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.
Complaint: [redacted]
I am rejecting this response because:----- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Tue, Dec 6, 2016 at 1:23 PMSubject: Fwd: complaint # [redacted]To: [redacted]...
<[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].[redacted]>Date: Tue, Dec 6, 2016 at 12:36 PMSubject: complaint # [redacted]To: "[email protected]" <[email protected]>Hello,I received an email stating that I was refunded by the Home Warranty Company as of August 31st, 2016. I never received that refund. Can you advise on the next step? [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 received a...
call from a representative on yesterday 07/25/16 to apologize for the service I received. I explained to the representative that the company was deceitful and unprofessional. I also advised the representative that I would like a full refund. The representative said she will mail a check to my home address. Its only been a day therefore refund has not been received as of yet.
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]
Secure Home Warranty would like to apologize for the delay in the processing the refund, we will update the customer on the cancellation status.
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 7/25/2016 in full.