Secure Home Warranty was contacted by the customer on 11/22/2016 for a HVAC claim, we advised the customer that they have coverage for the main unit not the additional upstairs unit. we 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 75.00 cancellation fee.Please refer to the signed policy attached to the account under the section of "Cancellation by You"
Secure Home Warranty has been in contact with the technician and they have billed us 85.00 and we are paying that amount directly to the technician, the customer has been refunded the difference of 65.00 refunded tot he customer as of 03/07/2017
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:The company has salesmen and saleswomen that are giving general answers to questions and not fully disclosing finer details about the commitment. When asking a salesman or saleswoman about appliances which are covered they will tell you exactly what is covered which is great but will go in length to tell you all you have to do is pay the 45 fee when the contractor arrives and the repair is on them. No mentions of not paying for labor, disposal, or anything about fine tooth comb style service verification. In dealing with small to medium sized contractors it was nice to see my very first service provider that arrived at my house to be unaware that my first service call was free. Notifying him about the free call he stated "you are going to have to find someone else because they wont pay me and I wont do the work." Something to think about when you are committed to a company to service a product in which the clients that depend on them to fulfill that obligation have that kind of repose within the companies that service for them. Salesmen and Saleswomen need to fully outline the agreement instead of giving and abstract and summary in which they skip the entire main portion of the agreement when selling their clients, this would alleviate the misunderstanding of signing up for a full house coverage with a worry free mentality.
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: First they did not obtain a technician, I did. After waiting two weeks and listening to a ton of excuses. Second the door lock is a mechanical component failure, not a latch. I also intend to make anther complaint, on another denied repair. This is an absolute railroading of a customer. Sure they want me to cancel the warrant. The reason for that is their warranty cancellation fee almost negates the total cost of my warranty while the deny claims they should pay.
Regards,
[redacted]
The policy clearly states under "termination by You" that if the warranty is cancelled before the terms ends the customer is entitled to a pro-rated refund, this information is publicly available on our website and was provided to the customer for their review before signing the policy, that they agree to these terms.The breakdown was calculated as follows - 4 months @ 51.66(non-discounted rate) = 206.64 + 23 [email protected] = 39.56 = 246.20 + 75.00(cancellation fee) = 321.20 - 375.00(amount cusotmer paid) = 53.70 refunded
The customer has sent in an invoice for the dryer repair and we have received the customers signed reimbursement agreement on 09/16/2016, and will be issuing a check on 09/23/2016.
[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 wish it hadn't taken this long to resolve. My contract, as shown by their attachment, ends on March 18, 2017.
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:Secure Home Warranty is actively involved in Marketing Misrepresentation. Prior to signing up with for their service, I spoke to their member services department and they informed me that, if for any reason I am not satisfied with their service, they will issue refund to me directly as the policyholder even if the policy is paid for through escrow by seller. When I bring this to the company attention, their only response is sorry we gave you wrong information. This is a classic bait and switch. Regards,
[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: At no point did they offer to pay for the repair if that was the case I would not have filed a claim. It was convenient for them now to say they were going to pay. If need be I have a copy of the calls that lasted over 40 minutes being recorded. The customer service rep put me on hold several times to converse with who he stated was his supervisor. I asked to speak to him in which he replied which one. I was given two names Randy and Lisa extension's [redacted] and [redacted] in which I never was able to get in touch with. I then called back and talked to a Randy who then put Jared on the phone who only stated the conversation between me and a person by the name of Calvin which was I think the original person I spoke with. I would not have refused any service and definitely will not settle for a pro rated amount I would like to have my AC fixed in which the HVAC technician stated that it was $200 plus dollars. .He stated he could not wait any longer for them to call after spending close to 2 hours at my home. If they will not pay for the repair I want a full refund for the service that I paid for
Regards,
[redacted]
[redacted] - as discussed. Secure Home Warranty contacted me over the weekend. Seems they have a severe flood at their business and lost all network and phone systems. I am satisfied at this point and you can close my case.Best Regards, [redacted]
The customer has an old R-22 unit and it needs to be upgraded with a R-410 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 upgraded. The 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-410 is also not covered.
------ Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Thu, Jun 2, 2016 at 1:34 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, 2016 at 1:16 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 <[email protected]>Hello yes they gave me 375.00 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]
The customer has already signed a reimbursement form for the amount of 214.50 on 08/23/2016, and Secure Home Warranty will be sending a check on Friday 09/02/2016
Revdex.com,
I find it very disappointing that Secure Home Warranty is continuing to utilize unethical methods to justify their analysis. They 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 up. An air conditioner or heat pump compressor is a mechanical and electrical device. It has mechanical parts which are driven by an electric motor. If 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 25 percent of compressor lock ups cannot be unlocked. It becomes necessary to replace the air conditioner or heat pump compressor or the whole condenser. The 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 compressor. Now, 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 analysis. They 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 $2000 credit is provided towards the replacement of a new 2nd floor HVAC unit. Otherwise, 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.
[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 would like a confirmation of when funds are returned to me so that I may keep track that they follow through. Regards,
[redacted]
Secure Home Warranty has been in contact with the customer and did refund them as of June 8 2016, and emailed the customer on 06/08/2016 & 06/10/2016Please see the original email below:Forwarded conversationSubject: Confirmation of Cancellation of Your Secure Home Warranty...
Service------------------------From: Secure Home <[email protected]>Date: Wed, Jun 8, 2016 at 5:27 PMTo: [redacted]@[redacted].netDear [redacted],Policy: #PN-[redacted]Thank you for contacting us here at Secure Home Warranty. This email is to confirm the cancellation of your policy effective immediately. Please allow 7-10 business days for your refund to post on your account.-- Thank you,The Secure Home Warranty TeamTel: ###-###-####"Safe, Secure, Reliable."
----- Forwarded message ----------From: Mia W <[redacted]@securehomewarranty.com>Date: Wed, Jul 27, 2016 at 1:23 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 customer. See Below:Secure Home<[email protected]>2:18 PM (23 hours ago)[redacted]Dear [redacted],Policy: #[redacted]Thank you for contacting us here at Secure Home Warranty. This email is to confirm the cancellation of your policy effective immediately. Please allow 3-5 business days for your refund to post on your account.On Mon, Jul 25, 2016 at 5:40 PM, Mia W <[redacted]@securehomewarranty.com> 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 7/25/2016 in full.
Secure Home Warranty was contacted by the customer on 11/22/2016 for a HVAC claim, we advised the customer that they have coverage for the main unit not the additional upstairs unit. we 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 75.00 cancellation fee.Please refer to the signed policy attached to the account under the section of "Cancellation by You"
Secure Home Warranty would like to apologize for any delays in the customer not receiving their payment, we will look into this matter.
Secure Home Warranty has been in contact with the technician and they have billed us 85.00 and we are paying that amount directly to the technician, the customer has been refunded the difference of 65.00 refunded tot he customer as of 03/07/2017
I still have not recd refund after being told for months one would be issued.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:The company has salesmen and saleswomen that are giving general answers to questions and not fully disclosing finer details about the commitment. When asking a salesman or saleswoman about appliances which are covered they will tell you exactly what is covered which is great but will go in length to tell you all you have to do is pay the 45 fee when the contractor arrives and the repair is on them. No mentions of not paying for labor, disposal, or anything about fine tooth comb style service verification. In dealing with small to medium sized contractors it was nice to see my very first service provider that arrived at my house to be unaware that my first service call was free. Notifying him about the free call he stated "you are going to have to find someone else because they wont pay me and I wont do the work." Something to think about when you are committed to a company to service a product in which the clients that depend on them to fulfill that obligation have that kind of repose within the companies that service for them. Salesmen and Saleswomen need to fully outline the agreement instead of giving and abstract and summary in which they skip the entire main portion of the agreement when selling their clients, this would alleviate the misunderstanding of signing up for a full house coverage with a worry free mentality.
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: First they did not obtain a technician, I did. After waiting two weeks and listening to a ton of excuses. Second the door lock is a mechanical component failure, not a latch. I also intend to make anther complaint, on another denied repair. This is an absolute railroading of a customer. Sure they want me to cancel the warrant. The reason for that is their warranty cancellation fee almost negates the total cost of my warranty while the deny claims they should pay.
Regards,
[redacted]
The policy clearly states under "termination by You" that if the warranty is cancelled before the terms ends the customer is entitled to a pro-rated refund, this information is publicly available on our website and was provided to the customer for their review before signing the policy, that they agree to these terms.The breakdown was calculated as follows - 4 months @ 51.66(non-discounted rate) = 206.64 + 23 [email protected] = 39.56 = 246.20 + 75.00(cancellation fee) = 321.20 - 375.00(amount cusotmer paid) = 53.70 refunded
The customer has sent in an invoice for the dryer repair and we have received the customers signed reimbursement agreement on 09/16/2016, and will be issuing a check on 09/23/2016.
[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 wish it hadn't taken this long to resolve. My contract, as shown by their attachment, ends on March 18, 2017.
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:Secure Home Warranty is actively involved in Marketing Misrepresentation. Prior to signing up with for their service, I spoke to their member services department and they informed me that, if for any reason I am not satisfied with their service, they will issue refund to me directly as the policyholder even if the policy is paid for through escrow by seller. When I bring this to the company attention, their only response is sorry we gave you wrong information. This is a classic bait and switch. Regards,
[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: At no point did they offer to pay for the repair if that was the case I would not have filed a claim. It was convenient for them now to say they were going to pay. If need be I have a copy of the calls that lasted over 40 minutes being recorded. The customer service rep put me on hold several times to converse with who he stated was his supervisor. I asked to speak to him in which he replied which one. I was given two names Randy and Lisa extension's [redacted] and [redacted] in which I never was able to get in touch with. I then called back and talked to a Randy who then put Jared on the phone who only stated the conversation between me and a person by the name of Calvin which was I think the original person I spoke with. I would not have refused any service and definitely will not settle for a pro rated amount I would like to have my AC fixed in which the HVAC technician stated that it was $200 plus dollars. .He stated he could not wait any longer for them to call after spending close to 2 hours at my home. If they will not pay for the repair I want a full refund for the service that I paid for
Regards,
[redacted]
[redacted] - as discussed. Secure Home Warranty contacted me over the weekend. Seems they have a severe flood at their business and lost all network and phone systems. I am satisfied at this point and you can close my case.Best Regards, [redacted]
The customer has an old R-22 unit and it needs to be upgraded with a R-410 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 upgraded. The 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-410 is also not covered.
------ Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Thu, Jun 2, 2016 at 1:34 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, 2016 at 1:16 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 <[email protected]>Hello yes they gave me 375.00 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]
The customer has already signed a reimbursement form for the amount of 214.50 on 08/23/2016, and Secure Home Warranty will be sending a check on Friday 09/02/2016
Revdex.com,
I find it very disappointing that Secure Home Warranty is continuing to utilize unethical methods to justify their analysis. They 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 up. An air conditioner or heat pump compressor is a mechanical and electrical device. It has mechanical parts which are driven by an electric motor. If 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 25 percent of compressor lock ups cannot be unlocked. It becomes necessary to replace the air conditioner or heat pump compressor or the whole condenser. The 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 compressor. Now, 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 analysis. They 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 $2000 credit is provided towards the replacement of a new 2nd floor HVAC unit. Otherwise, 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.
[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 would like a confirmation of when funds are returned to me so that I may keep track that they follow through. Regards,
[redacted]
Secure Home Warranty has been in contact with the customer and did refund them as of June 8 2016, and emailed the customer on 06/08/2016 & 06/10/2016Please see the original email below:Forwarded conversationSubject: Confirmation of Cancellation of Your Secure Home Warranty...
Service------------------------From: Secure Home <[email protected]>Date: Wed, Jun 8, 2016 at 5:27 PMTo: [redacted]@[redacted].netDear [redacted],Policy: #PN-[redacted]Thank you for contacting us here at Secure Home Warranty. This email is to confirm the cancellation of your policy effective immediately. Please allow 7-10 business days for your refund to post on your account.-- Thank you,The Secure Home Warranty TeamTel: ###-###-####"Safe, Secure, Reliable."
----- Forwarded message ----------From: Mia W <[redacted]@securehomewarranty.com>Date: Wed, Jul 27, 2016 at 1:23 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 customer. See Below:Secure Home<[email protected]>2:18 PM (23 hours ago)[redacted]Dear [redacted],Policy: #[redacted]Thank you for contacting us here at Secure Home Warranty. This email is to confirm the cancellation of your policy effective immediately. Please allow 3-5 business days for your refund to post on your account.On Mon, Jul 25, 2016 at 5:40 PM, Mia W <[redacted]@securehomewarranty.com> 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 7/25/2016 in full.
Please acknowledge copy of transaction receipt