Select Home Warranty

Complaint: [redacted]
I am rejecting this response because: I am willing to take pictures. I have changed out the air filter every month. I have had 2 different a/c companies tell me that the a/c unit was self oiliing and no.further maintenance needed to be done. The air company that Select sent out even told them that. I have maintained the air filter as required. I have kept it clean of dust and dirt. I just talked to the air company and they found a part cheaper than first states. It is now 550.00. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have mentioned to Select Home Warranty that I hadn't lived in this house for up to a year when I filed this claim, so it is not possible for me to have 3 years of maintenance records as they are requesting. The repair cost estimate is over $2000 (parts and labor), so limiting my coverage to $150, with the basis being not having 3 years of maintenance records (an impossible demand) is not acceptable. The same policy also states that these parts I'm requesting repairs for are fully covered, so why is Select applying a clause that clearly does not apply in my case (being that I have not owned the home for 3 years)? Note also that the $150 mentioned have not been paid. The only way this dispute will be resolved is for Select to keep their end of the bargain and cover my repairs, which is mentioned under the policy as fully covered parts.
Regards,
[redacted]

On 03/06/2015 the customer was issued a refund back to their original credit card in the amount of 113.00. The customers original purchase date was 03/13/2014, we issued a pro-rated refund.

Select Home Warranty issued a refund directly to the customers card on 12/3/2015, the customer has placed a dispute with their credit card company since, we do not owe the customer any additional money.

As previously stated the customer is not owed a refund. No refund will be processed.

We are currently in contact with the customer regarding their roof claim. Someone from our claims department will be in touch to discuss the diagnosis provided to us by the customer.

We spoke with the customer. A full refund will be processed back to the customers credit card. Please allow 3-5 days for the refund to post to account.

Complaint: 11768961  
I am rejecting this response because:
we still have the unfinished business of the matter of the microwave which I had to replace today and am sending y ou the receipt so u can also send me 100.00 towards replacement as...

PROMISED>   the air conditioner situation has made me very ill. I am seeing a respiratory therapist tomorrow

The customer is not owed a refund. They purchased their warranty in 2016 and ware only eligible for a refund within the first 30 days of purchasing their contract. Since they are past that time frame the customer will be cancelled in accordance with section 13.2 of their contract. As soon as their...

refund check is issued it will be mailed out to them.

Select Home Warranty did try to work with the customer, oncewe received the diagnostic for the A/C which stated that the compressor wasknocking and drawing excessive current, the unit needed to be replaced.In the Terms of Agreement that has been signed by thecustomer it states:9.1.2. This Agreement...

doesnot cover any systems or appliances that have had previous repair or thatrequire repair or replacement as a result of improper installation, previousrepair, damage caused by any construction activity, improper wiring, inadequateor lack of capacity, power failures, power surges, overloads, missing parts,failure to properly maintain, failure to properly clean, neglect, misuse,corrosion, rust, sediment and any modification to the system or appliance. Youare responsible for providing maintenance and cleaning by a licensed technicianon covered items to ensure continued coverage on such items. Select reservesthe right to request prior years (3) maintenance records and/or pictures,without proper maintenance records and pictures We have not breached our contract if the customer is unableto provide the proper maintenance as stated above.On 10/27/2014 we sent an email to the customer stating thatwe received his refund request and we again stated that it would take up to 30days as per the signed contract.13.2. Cancellation by You.You may cancel this Agreement within thirty (30) days from the Order Date ofthis Agreement, as set forth on the schedule page accompanying this Agreement.In the event you cancel within the thirty (30) day period,  You shall be entitled to a full refund if andonly if, no service has been provided under the contract. After the thirtiethday, you may receive a refund pro-rated at the non-discounted annual plan cost.The customer received a pro-rated refund as per the Terms ofAgreement and the cancellation fee was waived.Customer purchased the warranty in 06/2014 for one year ofservice at discounted rate of 385.00Select Home Warranty charged for 4 months of servicestarting from the purchase date at a non- discounted price.4 months @42.00 = 168.00 – 385.00 (customer paid) = 218.00refunded to customer on 11/30/2014 direct to customers’ credit card.

The customer is not owed any money at this time , as previously stated in this complain the issue was not a covered issue

Complaint: [redacted]
I am rejecting this response because: When we...

purchased the warranty we were informed that no maintenance records would be required in the case we filed a claim on our newly purchased home.  It also states this on their website under "frequently asked questions".  Further, when I spoke to a representative from Select Mortgage on May 26th I was told that the claim was approved and my check would be mailed out the next week.  It wasn't until I called inquiring about the whereabouts of my refund that Select Home Warranty then told me I needed to provide maintenance records.  I am still requesting a full refund.  
Warm Regards,
[redacted]

The customers contracts have both been cancelled per section 13.2 of their warranty. Their refund breakdown previously provided is accurate. Below is section 13.2 of the customers contract for reference: 13.2. Cancellation by You. You may cancel this Agreement within thirty (30) days from the Order Date of this Agreement, as set forth on the schedule page accompanying this Agreement. In the event you cancel within the thirty (30) day period, the You shall be entitled to a full refund if and only if, no service has been provided under the contract. After the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan cost. A $75 cancellation fee will be charged and any service costs incurred by Select Home service contract. Since the customer has stated that they received their refund check and reimbursement check accordingly no additional funds are due at this time.

We did send a plumber and the issue is not covered. There is no plumbing stoppage just a bad smell. This is not a covered claim.We have already gone above the policy terms by sending out a tech on a policy that hasn't become active yet.

We will send the customer a full refund via check.

Complaint: [redacted]
I am rejecting this response because: i have zero emails and zero voicemails from this company since...

they sent me the check for they underwhelming amount o $87. They are lying. At this point I have also deployed to Afghanistan and no longer have voice connectivity. But up until 4 Nov (date of arrival) I had zero messages. To date I still have NO emails from this company.
Regards,
[redacted]

The customer has been informed on 5/12/17 that per the diagnosis of the technician valves need replacing. Per section 9.1.2 (see below) this...

is a non covered item: 9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity, power failures, power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is upto $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, knobs and buttons, door seals, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise, refrigerants, valves, dispensers,installation, electrical failures.  No additional funds are due at this time for this customer.

We did speak with the customer and explain why the ac issue was not covered. The unit had an improper installation and these issues are not covered under the terms.  Please see section 9.1.2 of the terms. This Agreement does not cover any systems or appliances that have had previous repair...

or that require repair as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity, power failures, power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance.

The customer disputed the charges with their bank on 12/14/17 at which point the customers contract was cancelled. At this time they no longer have an active warranty contract with us. No additional funds due at this time.

The contractors check was just printed yesterday and will be mailed out this week. No additional funds due at this time.