We received the check back yesterday as "Return to Sender", we have mailed the origianl envelope and check to the customer and they should have it within the next 3 -5 days, the address was listed as [redacted] instead of [redacted].We do apologize for the inconvenience in this matter.
[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: well someone isn't doing math correctly because there is still 194.46$ still uncounted for. I had a 15 month policy and if you divide 15 into 449.99 that's 29$ for each month. So I've only received back 220.53. Only had the policy for 1 month and 12 days. How does that add to 194.46
Regards,
[redacted]
The customer placed a claim for 4 ceiling fans, they do not have lighting fixture coverage.Secure Home Warranty offered the customer a 100.00 courtesy even though the items are not under their coverage.
Secure Home Warranty has been in touch with the customer and they have accepted an amount of 133.00, we have sent the customer a reimbursement form to sign and send back, we will then issue a check.
The customer was contacted by one of our Managers and has resolved a portion of the matter, we are awaiting the customer to contact us and advise how they would like to proceed.
Tell us why here...The customer was advised that we would require a diagnosis of the what repairs are needed for the plumbing. The customer was advised that they would need to cut out an access panel to get to the plumbing in order to see what the problem is.The technician gave us the...
following diagnosis:[redacted] diagnosis: when the showers run it dumps 10 below the shower in the basement -- there is a lot of water -- tech cut holes to make access to see what he would have to do -- it is in a soffit ( a place where the hvac and pipes are blocked in ) -- the main sewer line passes through the soffit and the leaking pipe is above the main sewer line -- tech has to cut more sheetrock out to take the main sewer line out so he can gain access to repair the leaking pipe -- it is a tight soffit -- it will take the tech about 4 hours to complete – This information was relayed to the customer and we did advise that any access and cosmetic issues would not be covered under the warranty.See Below: Right of Entry. You must permit access to the system or appliance in need of repair or replacement. In the event that the system or appliance cannot be accessed without causing damage to a wall, floor, cabinet or ceiling, Secure Home must be held unaccountable and must be held harmless for any damages to: wall coverings, floor coverings, cabinets, counter tops, tiling, paint, or for the repair of any structural or cosmetic defects, including, but not limited to, reconfiguring space to accommodate replacement components. The customer stated that they wanted to get a second opinion, we did advise they are welcome to do so, let us know what the findings are and we would be more than happy to assist further.
The customer placed a claim for the water softener which the technician they use for maintenance of the unit, stated that the unit had a hole in that eventually caused the damage tot he valve, we did explain that the issues is not usually cover under the warrantyWe did offer the customer 150.00...
[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 is satisfactory to me. Although I am satisfied with the result, the process was completely unsatisfactory and challenging.
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: yes I was in contact and never advised of the thirty days in any of that time nor did anyone check in. Also, refer to the recorded calls as my two call ins right before this claim show that two of your staff said it would still be reimbursed knowing the date and even checked with supervisors.
Regards,
[redacted]
--------- Forwarded message ----------From: Revdex.com of Metro Washington...
DC<[email protected]>Date: Mon, Oct 24, 2016 at 2:39 PMSubject: Fwd: #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]@[redacted].com>Date: Mon, Oct 24, 2016 at 2:14 PMSubject: #[redacted]To: "[email protected]" <[email protected]>I have received my refund check in the mail from Secure Home Warranty. Please consider this complaint settled and closed. Thank you for prompt and professional assistance. Regards.
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 called several times to have a supervisor contact me. No one ever contacted me. Nor did any service technician. Every time I called they said they would have to have a supervisor call me back that they are just the answering service. Finally on 8/11/16 I was going to file a dispute on my credit card and it gave me a number for the actual Secure Home Warranty company that wasn't the answering service. He could not believe that no one had contacted me back. He did give me money back and I will never do business with Secure Home Warranty company ever again.
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.
Regards,
[redacted]
Dear Cynthia here is a copy of our contract with the Home Warranty as asked.when I told their Manager named Gerred that I will submit a complaint to Revdex.com because if your poor customer serviced he sarcastically said: Yea!, Go ahead, We are waiting for it". That is really rude for a manager and a customer service. They did not solve our problem, just get the money and now here is their response.looking forward to hearing from you soonBest regards[redacted]
---------- Forwarded message ----------From: Mia W <[redacted]@securehomewarranty.com>Date: Wed, Jan 18, 2017 at 9:16 AMSubject: Re: Revdex.com Complaint ID # [redacted] -- [redacted]To: Revdex.comGood Morning,I have attached a copy of the policy.
The customer did place a claim on 11/14/2016, for a plumbing issue, leak under the kitchen sink, it was found that the faucet needed to be replaced and washers under the sink had to be...
replaced.The repairs required are not covered under the warranty, we did advise the customer of this. Secure Home Warranty was contacted for a HVAC/Heating claim, the customer did get their own technician and and sent in an invoice for reimbursement, we did advise the customer that we would require maintenance records at first.Once we did review the customer claim again we did advise the customer that we would cover the claim in full, they had already decided to cancel.The customer has had coverage from the time the policy went into effect until 12/28/2016.Please acknowledge copy of signed policy, and both invoices that were submitted to Secure Home Warranty
[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 told by a customer service agent I would be receiving a full refund. I paid for a service and never received anything from it. I had to make all of the phone calls to schedule technicians to come to my house. The company didn't communicate with myself or the technician, we had to make multiple calls to try to get them to resolve my roof leak issue. Due to the amount of time it took for the company to respond to myself and the technician, my roof and ceiling incurred additional damage from the leak. I will have to pay $2,000 + in repairs because of this. I paid extra money for roof leak coverage, which the company did not provide. This contract is for 15 months. Even if it were pro-rated, I should still receive 2/3 of the cost of what I paid, not the 1/3 that they sent me. The company also took and extra month to cancel my policy and send my refund, which I'm sure they used in the pro-rated amount. I will not settle for anything less than a full refund of the purchase price of $515.00.
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: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 $504 that I spent myself to replace what they should have done to begin with is nothing compared to what this will cost them in the long run in bad PR.Regards,
[redacted]
We received the check back yesterday as "Return to Sender", we have mailed the origianl envelope and check to the customer and they should have it within the next 3 -5 days, the address was listed as [redacted] instead of [redacted].We do apologize for the inconvenience in this matter.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: well someone isn't doing math correctly because there is still 194.46$ still uncounted for. I had a 15 month policy and if you divide 15 into 449.99 that's 29$ for each month. So I've only received back 220.53. Only had the policy for 1 month and 12 days. How does that add to 194.46
Regards,
[redacted]
The customer placed a claim for 4 ceiling fans, they do not have lighting fixture coverage.Secure Home Warranty offered the customer a 100.00 courtesy even though the items are not under their coverage.
Secure Home Warranty has been in touch with the customer and they have accepted an amount of 133.00, we have sent the customer a reimbursement form to sign and send back, we will then issue a check.
The customer was contacted by one of our Managers and has resolved a portion of the matter, we are awaiting the customer to contact us and advise how they would like to proceed.
Tell us why here...The customer was advised that we would require a diagnosis of the what repairs are needed for the plumbing. The customer was advised that they would need to cut out an access panel to get to the plumbing in order to see what the problem is.The technician gave us the...
following diagnosis:[redacted] diagnosis: when the showers run it dumps 10 below the shower in the basement -- there is a lot of water -- tech cut holes to make access to see what he would have to do -- it is in a soffit ( a place where the hvac and pipes are blocked in ) -- the main sewer line passes through the soffit and the leaking pipe is above the main sewer line -- tech has to cut more sheetrock out to take the main sewer line out so he can gain access to repair the leaking pipe -- it is a tight soffit -- it will take the tech about 4 hours to complete – This information was relayed to the customer and we did advise that any access and cosmetic issues would not be covered under the warranty.See Below: Right of Entry. You must permit access to the system or appliance in need of repair or replacement. In the event that the system or appliance cannot be accessed without causing damage to a wall, floor, cabinet or ceiling, Secure Home must be held unaccountable and must be held harmless for any damages to: wall coverings, floor coverings, cabinets, counter tops, tiling, paint, or for the repair of any structural or cosmetic defects, including, but not limited to, reconfiguring space to accommodate replacement components. The customer stated that they wanted to get a second opinion, we did advise they are welcome to do so, let us know what the findings are and we would be more than happy to assist further.
The customer placed a claim for the water softener which the technician they use for maintenance of the unit, stated that the unit had a hole in that eventually caused the damage tot he valve, we did explain that the issues is not usually cover under the warrantyWe did offer the customer 150.00...
towards the repair as a courtesy
[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 is satisfactory to me. Although I am satisfied with the result, the process was completely unsatisfactory and challenging.
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: yes I was in contact and never advised of the thirty days in any of that time nor did anyone check in. Also, refer to the recorded calls as my two call ins right before this claim show that two of your staff said it would still be reimbursed knowing the date and even checked with supervisors.
Regards,
[redacted]
--------- Forwarded message ----------From: Revdex.com of Metro Washington...
DC<[email protected]>Date: Mon, Oct 24, 2016 at 2:39 PMSubject: Fwd: #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]@[redacted].com>Date: Mon, Oct 24, 2016 at 2:14 PMSubject: #[redacted]To: "[email protected]" <[email protected]>I have received my refund check in the mail from Secure Home Warranty. Please consider this complaint settled and closed. Thank you for prompt and professional assistance. 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:
I called several times to have a supervisor contact me. No one ever contacted me. Nor did any service technician. Every time I called they said they would have to have a supervisor call me back that they are just the answering service. Finally on 8/11/16 I was going to file a dispute on my credit card and it gave me a number for the actual Secure Home Warranty company that wasn't the answering service. He could not believe that no one had contacted me back. He did give me money back and I will never do business with Secure Home Warranty company ever again.
Regards,
[redacted]
Secure Home warranty has reached out to the customer and agreed to refund the customer in full, a check has been mailed as of 7/22/2016.
[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.
Regards,
[redacted]
Dear Cynthia here is a copy of our contract with the Home Warranty as asked.when I told their Manager named Gerred that I will submit a complaint to Revdex.com because if your poor customer serviced he sarcastically said: Yea!, Go ahead, We are waiting for it". That is really rude for a manager and a customer service. They did not solve our problem, just get the money and now here is their response.looking forward to hearing from you soonBest regards[redacted]
---------- Forwarded message ----------From: Mia W <[redacted]@securehomewarranty.com>Date: Wed, Jan 18, 2017 at 9:16 AMSubject: Re: Revdex.com Complaint ID # [redacted] -- [redacted]To: Revdex.comGood Morning,I have attached a copy of the policy.
The customer was approved on the plumbing claim in the amount of 300.00 on 11/7/2016
The customer has been approved for the full maximum allowance for Pool Coverage, we have given approval as of 10/31/2016
The customer did place a claim on 11/14/2016, for a plumbing issue, leak under the kitchen sink, it was found that the faucet needed to be replaced and washers under the sink had to be...
replaced.The repairs required are not covered under the warranty, we did advise the customer of this. Secure Home Warranty was contacted for a HVAC/Heating claim, the customer did get their own technician and and sent in an invoice for reimbursement, we did advise the customer that we would require maintenance records at first.Once we did review the customer claim again we did advise the customer that we would cover the claim in full, they had already decided to cancel.The customer has had coverage from the time the policy went into effect until 12/28/2016.Please acknowledge copy of signed policy, and both invoices that were submitted to Secure Home Warranty
[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 told by a customer service agent I would be receiving a full refund. I paid for a service and never received anything from it. I had to make all of the phone calls to schedule technicians to come to my house. The company didn't communicate with myself or the technician, we had to make multiple calls to try to get them to resolve my roof leak issue. Due to the amount of time it took for the company to respond to myself and the technician, my roof and ceiling incurred additional damage from the leak. I will have to pay $2,000 + in repairs because of this. I paid extra money for roof leak coverage, which the company did not provide. This contract is for 15 months. Even if it were pro-rated, I should still receive 2/3 of the cost of what I paid, not the 1/3 that they sent me. The company also took and extra month to cancel my policy and send my refund, which I'm sure they used in the pro-rated amount. I will not settle for anything less than a full refund of the purchase price of $515.00.
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: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]