Select Home Warranty

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

I am rejecting this response because: I still have not received the email after checking every inch of my email including junk mail. The email address they have is correct. I do not know if they are not sending it for some reason or why it is being lost during transmission. Is it possible to use the Revdex.com as an intermediary for the document? I just want to get this resolved.

The customer was advised that the technician we had in the area was over booked, we gave the cusotmer an alternate option, which is to secure a local technician and have the tech diagnose the issue, let us know what the repair is and they would know whether it is covered or not before any repairs are made.The customer requested to cancel their policy when they were given that option, the cusotmer chose to cancel and this subjects them to the cancellation Terms of the Policy, the customer did not give us an opportunity to work on this matter or try and resolve the issue, they just wanted to cancel.The customer has been refunded per the Terms of Agreement that they signed, initialed and sent back to Select Home Warranty.

Select Home Warranty is reviewing the customers account and will be in contact with them on Friday October 09, 2015

I am rejecting this response because: It is false.They incorrectly diagnosed the "problem" as a freon leak, which is was not, without sending a trained technician to check it out. For this reason I am requesting a full refund of $580. I am attaching email I received from the company on 7/18/15. 
Regards,
[redacted]   Policy Holder: [redacted] Policy # Dear [redacted],Thank you for submitting your claim.Hello, my name is Dwight ext ** and I have been assigned to your claim. We have processed your claim for policy #[redacted].After a Review of the diagnosis concerning the specific issue with your HVAC system, your unit does have a Freon Leak. It has been determined that your Policy Does Not Cover this issue, the HVAC sytem has a Freon leak and unfortunately Freon Leaks and Freon related issues are not covered by your policy. Please see section 6.3.6 of the policy agreement.6.3.6. Air Conditioning (Central). This Agreement covers 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. This Agreement covers the following air conditioning components: (i) motors; (ii) compressors; (iii) condensers; and (iv) thermostats.This Agreement does NOT cover window, wall or zone systems or portable air conditioning units. This Agreement does NOT cover (i) air filters; (ii) Freon; (iii) Freon 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)freon leaks;(xxiii)damage caused by freon leak.The next step would be to have your HVAC repair/replaced by the technician sent to you by Select Home Warranty. You may send a paid invoice to [email protected], the review department will review this invoice for a possible courtesy reimbursement.Should you have any questions you may reply to this email or call me at ###-###-#### and simply enter my extension, I am here to answer any questions or concerns you may have.Thank you,Dwight ext **Customer AdvocateSelect Home Warranty

We spoke with the customer and gave him a credit of $399.99 back to his credit card. Please allow 1-3 business day to post to the account.

The Terms of Agreement state clearly that we require maintenance records, the customer signed, initialed and sent back this agreement to Select Home Warranty.  The customer also asked for maintenance records for the time they have been in the home.The customer has a HVAC unit that does require maintenance to be done regularly, as per the manufacturers specifications, which the information is available on the Manufacturers website.Select Home Warranty hopes this information will assist the customer in the future for optimum care for their unit, we are currently processing the customers request for a refund, and a check will be issued within 7 -10 days.

We have already approved the claim.

We did reach a tech to go out to the customer. we are reaching out to the customer in regard to this.

The customer has been issued a full refund to their original form of payment. They should be able to see the refund on their credit card statement within the next few days.

Select Home Warranty agreed to give the customer 200.00 refund, we are not able to block a credit card company from a dispute which the customer originally placed in March, we mailed the check for the 200.00 as promised in the original complaint

The customer has been informed that all of our technicians have no immediate available appointments. The customer has been offered to secure their own technician and provide a diagnosis but they are refusing to do so.

Complaint: [redacted]
I am rejecting this response because:
the tolits and facutts were not the complaint sent.  complaint was on ac/heating unit which  is covered undetr the home warranty plan. they just did not want to send out a technician to do the routine mantaince as stated in the warranty.  this has happen on two request from them in the spring and this winter 2016.  but that is alright I have not deecided to rewew my contract with them as requestred from them providing that this would be the terms before they would send out a person to service the unit.  and they do make up rules to suitrte their rejections.  no where in the contract did I see these terms if simeine nstall a part  The entire unit was install by someone else.  home warranty did not install this unit nor did Carrier,  this unit was given to me through a citizen sitizen program and they install it,  but home warranty still allowed me to take out a warranty with them.  it was not an issue then???  let the public know of this matter and caution them about ther terms  they also flaged my computer with their ad which I deleted and blocked them from using  me as their genniepig  thanks $399.00 lost  
Regards,
[redacted]

Customers cancellation request has already been processed. As soon as the check is issued it will be mailed out.

Complaint: [redacted]
I am rejecting this response because: the subject of the claim is not a...

freon leak.  It is a broken indoor coil.  Select Home Warranty is incorrectly categorizing it as a freon leak to avoid funding the indoor coil repair.  This complaint will be moved further to the State Attorney's office of New Jersey citing consumer fraud based on state statute 56:8-2.2 Scheme Not to Sell Item or Service Advertised: The advertisement of merchandise as part of a plan or scheme not to sell the item or service so advertised is an unlawful practice and a violation of the Consumer Fraud Act of the State of New Jersey.  The correct resolution of this complaint is for Select Home Warranty to correctly categorize the claim as an indoor coil repair, as specified in the invoice provided to us by the service technician assigned by Select Home Warranty who investigated and diagnosed our HVAC system. 
Regards,
[redacted]

We did speak with the customer and helped him make an appointment with the tech.

A reimbursement form will be sent to the customer for $89 (diagnosis fee) - $60 (deductible, which the customer is responsible to pay regardless of which technician is used) = $29 which is what is going to be reimbursed to the customer. As soon as the reimbursement form is signed I will be able to submit you check for processing. No additional funds due at this time.

Complaint: [redacted]
I am rejecting this response because:They have completly failed to do as they were hired to do. not only did they not provide the service they were paid for the "repair Technician", I use the term loosely becasue they refuse to provide proof that the person was licensed or bonded, they sent made the applience completly non fuctional. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It is essentially impossible for any homeowner who hasn't owned their home for 3 years to ever receive full reimbursement. I would like full reimbursement and to have this company bold statement s related to the requirements around service records. This beyond restrictive contract seems unjust!
Regards,
[redacted]

We did speak with the customer we have credited her back her last payment and waived the cancellation  fee.