Select Home Warranty

Complaint: [redacted]
I am rejecting this response because:
I have clearly stated why you falsely advertise. Your contract is vague and misleading. You do not pay your contractors and you deny legitimate claims. This is an extremely poorly run business which tries to violate your own contract to avoid paying out on claims you should be paying simply by twisting verbage in the contract. We have absolutely wasted $469 on a misrepresented  (both on your website and in your vague contract that any half intelligent person would interpret the exact way I have interpreted it) warranty.  
Regards,
[redacted]

The customer has been informed that they were approved for $200 towards the replacement or repair of the unit. Please refer to section 8.3 of the warranty: (iii) In lieu of replacing a system or appliance that is deemed irreparable or it is not cost effective to repair, said determination being...

made by Select, Select may choose to pay a cash settlement for the irreparable component of the system or appliance. Select is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component/appliance being replaced;As requested by the customer we will proceed with cancelling their contract per section 13.2 of their warranty.

We have already spoke to this customer and helped with the technician issue.

Complaint: [redacted]
I am rejecting this response because:none of the nonsensical jargon they stated, was disclosed prior to our purchase of the 
home warranty. I was lied to. Plain and simple. 
Regards,
[redacted]

The customer has already been issued a full refund on their credit card. They can contact their credit card company in the next 2-3 business days to confirm that the funds were credited to their account.

Select Home Warranty has issued a reimbursement form for the 45.00 on 10/16/2015, we are waiting to receive the form back and will issue the refund of 45.00.

The customer had an issue with their unit that cooled on the2nd floor on 03/06/2015, we did advise the customer to review theirTerms of Agreement to be sure of what is covered and not covered under thepolicy.  The customer has another issue on5/20/2015, the diagnosis was that the compressor was...

grounded, the technicianis not sure if the unit is for upstairs or downstairs. The technician continuedto state that the unit also needs to be drained of Freon and then recovered aswell as acid away.Select Home Warranty did advise the technician that we wouldrequire to know what floor the unit is for as we cover the primary floor unitonly. The customer was advised that we would need additional information suchas pictures and maintenance records.The customer sent in one service record which stated thatthe customer had a thermostat replaced as well as a run capacitor and had adrain line clogged, this is not a maintenance records.We did offer the customer a courtesy reimbursement of 100.00for not having maintenance records. See Below: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 the maximum payout on anysystem/appliance is up to $150.00. For example: heating and a/c systems requireperiodic cleaning and/or replacement of filters and cleaning of evaporator andcondenser coils. Water heaters require periodic flushing. This policy coversmechanical 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.

Select Home Warranty advised the customer that thetechnician diagnosed that the Hot Water Heater had an issue with a ThermoCoupler that was improperly installed.  Thecustomer installed the part themselves and not the part is defective.We advised the customer that we are unable to cover...

thisissue, per the Terms of Agreement.See Below:9.1.2. This Agreement does not cover any systems orappliances that have had previous repair or that require repair made as aresult of improper installation, previous repair, damage caused by anyconstruction activity, improper wiring, inadequate or lack of capacity, powerfailures, power surges, overloads, missing parts, failure to properly maintain,failure to properly clean, neglect, misuse, corrosion, rust, sediment and anymodification to the system or appliance. You are responsible for providingannual maintenance and cleaning by a licensed technician on covered items toensure continued coverage on such items. Select reserves the right to requestprior years (3) maintenance records and/or pictures, without proper maintenancerecords and pictures the maximum payout on any system/appliance is up to$150.00. For example: heating and a/c systems require periodic cleaning and/ replacementof filters and cleaning of evaporator and condenser coils. Water heatersrequire periodic flushing. This policy covers mechanical breakdowns, it doesnot 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.The customer also purchased their policy on 05/27/2014, itnot go into effect until the end of June 2015. At this time the customer is not entitled to a refund as their policyhas expired.

Check [redacted] for $125 was already mailed out. The customer should be getting it any day. If they don't receive it 7 more day they may contact us and we can either send them the money with [redacted] or back to the credit card.

Select Home Warranty has been in contact with the customer, we are waiting for the customer to send in the invoice for the evaporative fan motor for review.

I am rejecting this response because:nothing has been resolved yet.  I still need to get a response back from the gentleman Dwight I spoke with.  They have done nothing yet to resolve the issue.

Select Home Warranty has reached out to the cusotmer, as the email they received was sent in error, it should have stated: The issue with rust and corrosion is not.We do want to apologize for the misunderstanding and hope that the customer will allow us to resolve the matter.  We will follow up withthe customer tomorrow as well.

The customer is refusing to send in therequired documentation that they agreed to on the Terms of Agreement, everymanufacturer of HVAC Units state that there should be maintenance performed at least once a year.  Select Home Warranty puts thisinformation into the Terms & Conditions and sends it to the customer toreview, sign and state that they agree to the terms the customer has agreed and now per the Terms of Agreement we requiremaintenance records to move forward.  If the customer will not provide thedocumentation we are requesting we would not be able to moveforward with the claim.  All HVAC technicians providemaintenance programs that you can sign up for, they will come 2 times per yearor once a year depending on where you live, if maintenance was not necessary, why would all technicians offer this service? On the sites for the following manufacturers they all statethat preventative maintenance will prolong the life of your unit as thecomponents in the unit are similar to a car, and they also require regulartune-ups and maintenance.Select Home Warranty would be more than happyto resolve the matter once the customer sends in the requested maintenance.

[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.
Regards,
[redacted]

Select Home Warranty has been in contact with the customer, they will be sending in their invoice for review and we will work with the customer to resolve the matter within the Terms of Agreement.

We did speak with the customer and sent a reimbursement form.

This customer is not eligible for a full refund. Claims were filed and services were received. Per the complaint the customer is acknowledging receipt of their refund check. Below is a breakdown of their refund which was processed per section 13.2 of their warranty: Charged 8 Months @ $45.00...

per Month = $359.99; Add Cancellation Fee of $75.00 = $434.99 ; Also Less Claims Paid/Owed of $0.00 ; Subtracted from original payment of $439.98; Totals a Refund of $5.00. Please note that there were claims paid out for this customers claim to technicians that was not taken out of the customers refund.  No additional funds due at this time since the customer has already received their refund.

Complaint: [redacted]I am rejecting this response because: The company has poor policies.  This company is designed to rip off customers and never intend on honoring the warranty.  I paid $850.00 for the policy and used this company once.  The reason I used them was to repair a refridgerator that is still not working properly.  Everytime I tried to call a repairman, no luck.  Also, their customer services is very poor.  I have several emails complaining.  I am willing to say my complaint was resolved providing I get more money back.  Select Home Warranty is the reason I will NEVER trust another company. Regards,
[redacted]

The customer placed a claim for a water heating issue that was not covered under the terms of the policy. We will waive any prorated and cancellation fees and provide a full refund. Please allow 10-14 days for the check to arrive.

The customer purchased the policy on 11/30/2014, with amonthly agreement of 49.08 for 12 months, the customer has paid a total of196.32 to date, and we have not charged any more payment for the month of April2015.  The customer has received coveragefor the months that they have paid for and no cancellation fee has been charged.  The customer is not entitled to a refund at thistime as they have paid once a month and received coverage for thosemonths.  We will not be charging thecustomer going forward