Select Home Warranty

The customer requested a refund of all charges and this is what we have done. Once we have given a full refund the customer no longer has a policy and we do not handle any claims.

A contractor has been assigned to the customers claim. They should be contacting the customer to schedule an appointment. Below is their contact information: [redacted]###-###-####

Select Home Warranty has been in contact with the customer regarding the refund breakdown of the refund that was received on 12/21/2015

The customer has been issued a full refund of their charge. They should be able to view the refund on their credit card statement within the next few business days.

The customers primary A/C unit was approved for $250. The reimbursement form was sent on 10/16/17 and viewed by the customer on 10/17/17. I have re-emailed the form again to them today. Once signed we can reimburse them the approved $250 amount towards their claim. With respects to the customer...

secondary A/C unit their claim was denied as they did not purchase additional A/C unit coverage. Attached is a copy of the customers warranty. As stated in the warranty the customer did not purchase any additional options. In addition on the warranty it states that if the customer would like to purchase any additional coverage's they can contact our office. The customer did not opt to purchase the additional A/C coverage. Therefore, the customers A/C claim has been denied for the additional A/C unit as they never purchased at the time the original sale was made or called to add in the coverage after that.  Once we do receive the customers signed reimbursement form we can send them a check for the approved amount on their A/C primary unit.No additional funds due at this time.

Select Home Warranty spoke with the customer on 09/26/2015 and explained the refund breakdown and he was satisfied with our explanation.

We will go ahead and have a contractor dispatched to the customers home to obtain a formal diagnosis before we proceed. Someone should be calling the customer shortly to schedule an appointment.

Complaint: [redacted]
I am rejecting this response because:Please try and read the complaint, in full. The complaint is one complaint, but has more than one part. First the answer/description does not in any way describe "HOW" or "WHAT" the additional coverage does or how a customer is able to receive the coverage, "It just says a dollar limit". How would or could a customer be able to use it? Second, again read the full complaint; Select Home Warranty refuses to send a technician to determine the exact cause of a loss of Freon to my A/C system. Because it could be one of many components That are in fact covered, like the compressor, condenser etc... So with out the system being diagnosed, how do they know what the problem is. This is outlined in detail in my contract, yet they refuse to send a Tech (at a $45 service call fee I pay) to know the specifics. The complaint is that they will not deliver details of my "Additional coverage" and "They will not let the A/C system be diagnosed, a flat refusal to hold up their end of the contract.  
Third, The sales Rep "[redacted]" sold me the additional coverage claiming "It would cover any malfunction associated with Freon, so I agreed to it. Lastly, is the Revdex.com going to let the referenced company just list definitions, or are they going to try to attempt the have them honor the contract. Where is my technician to determine the exact A/C problem? Lets try and stay on point as to the contract and not just deliver vague definitions which avoids the actual question about contract adhesion. 
Regards,
[redacted]

A check has been mailed to the customer for their refund, and we do apologize for the delay

The customer was informed that they were approved for the maximum allowance of $125 towards their stove claim. The customer has the option to either repair their current stove or use the reimbursement towards a replacement whichever they choose. With respects to the customers washing machine claim as of 2/7/18 we are still waiting for pictures of the unit in order to move forward. No additional funds due at this time.

The customer used up 12 months that they paid for the policy we cannot refund the customer for time that was covered 2 months after.

The customer was advised that we listened to the sales call and there was no mention of the second unit, as well as we sent the policy to the cusotmer and on the first page it does state what additional coverage the cusotmer has, there was none listed.The customer did have time to review the...

policy and call Select Home Warranty if there was anything missing or it needed to be updated, the cusotmer review the c Terms of Agreement,signed it and sent it back.The customer requested a refund, it is being processed per the Terms of Agreement.

Complaint: [redacted]
I am rejecting this response because:I will accept the response as and when I receive and clear their check.In view of how Select Home Warranty handled my claims, I am sure no one will blame me.
Regards,
[redacted]

The claim has already been denied. Water heater and tankless heater are both classified together. The cause of the issue is not covered under the customers contract.

It specifically states that leaks are excluded. Therefore, regardless of the functionality of the unit, there was a leak and because the unit was leaking the customers claim has been denied. No additional funds due at this time.

[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]

As we previously stated the damage caused was done by the freon and that is a freon related issue, we are unable to cover any damage caused by freon.

Complaint: [redacted]
I am rejecting this response because, as I submitted in my complaint, I was approved for a whole new unit PRIOR to purchasing it yet I was only approved for $135 initially and now only $185 out of...

an almost $900 purchase that I was promised to be reimbursed for, PER THE WARRANTY COMPANY. I told them previously I did not agree with this amount but they could send the document if they still wanted to. I have not signed it and do not believe I should have to due to their guarantees within my contract. I have not heard from them AT ALL for weeks now, even after sending MULTIPLE emails and even leaving voice messages...until right after I submitted this complaint (convenient). I actually would even consider a resolution if they would just pay for the hot water heater & associated parts (no installation costs) but not $185 out of a $894 bill that THEY said they would pay! They can even listen to the recorded call on that morning (January 13th) if needed.
Regards,
[redacted]

I am rejecting this response because:
I do not feel as if the contractor did his job. It was never said what kind of sluggish was in the line it was just said that sluggish was in the line & it was not a root which the contractor stated that he was 95 percent sure that it was. He is the one suggested we pay him $450 to remove it or we could call [redacted] to get a quote which I did cause I understood the warranty company didn't cover roots. I tried solving this matter whit Select Home Warranty & they don't seem to understand that it was no root & the contractor should have been able to snake the line to unstop it.

The customer purchased the warranty on 06/30/2015, the policy does not go into effect until 30 days after payment, the grace period, as clearly listed below.See Below:4. Term. The term of Your service contract, as set forth in this Agreement, shall begin thirty (30) days following Select’s receipt of all outstanding payments and premiums due to Select are received by Select (“Effective Date”) please add an additional 5 days for credit/debit card payments. In the event Select does not receive all outstanding payments and/or premiums outstanding , for any reason, Your service contract term will not begin. Your service contract will begin on the Effective Date and remain in effect for one (1) calendar year following the Billing Date (“Termination Date”). Coverage waiting period may be expedited with proof of prior coverage's expiration date provided there was no lapse in coverage.