Select Home Warranty

This not scandalous. The refund policy is clear. When the contract is canceled  the customer pays the non discounted rate. This is what we have done. We are willing to waive the $75 cancellation fee.

We did send the reimbursement agreement to the email address on file a few times. We have not received it signed and returned. We will however get the check right away. We are still within the 30 day turnaround time for reimbursements.

Select Home Warranty sent a technician to the customers' home and we have not heard from them since 02/01/2016, we will follow up with the cusotmer.

the refund has been processed

Select Home Warranty has received two payments from thecustomer in the amount of 223.73 on 3/31/15 and 223.73 on 05/01/2015 for atotal of 447.46.The customer placed a claim for their refrigerator ice makerissue, leaking water inside of the fridge, a 2nd fridge in thelaundry room, supply line for the...

ice-maker is disconnected. We sent an email to the customer that the second issue withtheir ice-maker is not covered as they only purchased the additional coveragefor one fridge not the second.  The technicianstated that there is not an issue with the first fridges’ ice-maker, the issueis actually a drain line that is clogged, we advised the customer that theissue per the Terms of Agreement is not covered.      SeeBelow: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.Unfortunately, the issues the customer had in his home with theirappliances were not covered as per the Terms of Agreement, on 05/15/2015 thecustomer contacted us to cancel any future payments as they had not fully paidfor the warranty service.The customer was refunded a pro – rated amount as they hadcoverage from 30 days after date of purchase, we do apologize that the repairsthe customer required were outside of the coverage terms.The customer was under the impression they were covered forthe second ice-maker because they purchased coverage for their secondrefrigerator, but, if you have to purchase ice-maker coverage separately forone fridge, of course you would have to purchase additional coverage for asecond one.Select Home Warranty did explain this to the customer, aswell as referred them to the policy they purchased which refers to oneice-maker coverage and one additional refrigerator coverage.

The customer has been issued a full refund on their policy that they paid for in January back in May. This customer no longer has an active account with us. No additional funds are due at this time.

Select Home Warranty is very pleased to hear that the customer has received their payments, we do apologize for the delay on our part in mailing the payments as we did explain to the customer.

The customer is no longer eligible for a full refund as it has been several months past the initial 30 days. A pro rated refund has been submitted for processing. Once their refund check is issued it will be mailed out.

The customer has been informed on several occasions that the current maximum allowance on their claim can be $150. If the customer can provide 3 years maintenance records we can re-review their claim for a higher allowance on the claim.

The customers ac system was shorted to ground which is an electrical failure of the ac system. This type of ac issue in not covered under the policy terms. The customer requested to cancel and has been refunded in full back to the credit card he used to pay for the policy. Please see section 9.1.2...

of the policy on electrical failures. "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."

This customers claim has been denied. No additional funds due at this time.

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. Mr [redacted],...

a director at warranty company, assured us that this contract issue related to clause 9.1.2 which excludes previous repairs will not be part of the contract and he will make sure any future repairs needed will be done according to agreement. attached the email response.  thank you for our assistance.
Regards,
[redacted]

The customer has already requested to cancel their contract. Their contract will be cancelled per section 13.2 of their warranty. Unfortunately the customer is not eligible for a full refund as full refunds are issued within the first 30 days of purchasing their warranty. Since they purchased the...

warranty in January they will be cancelled per section 13.2. Once their refund check is issued it will be mailed out to them.

The customer has already requested cancellation and a pro rated refund check has been processed.

The technician that went out tot he home advised that there were improper repairs done to to the dishwasher that caused the failure and that we are unable to cover it at this time.We did advise the customer that they may have the repairs done and send in the invoice for a courtesy payment but we are...

unable to cover the repairs in full.If the customer would like to cancel they will be entitled to refund per the Terms of Agreement.

Sorry that I did not see the prior email.  However their response in incorrect.  They never told me the cost of the part until after it had already been replaced.  They told me that I needed approval to get my own technician because they had no technicians available and would contact me over the next few days to let me know when one would be available.  I explained that I could not be without hot water and asked for approval to get my own technician. They sent me approval by email.  They never told me that the technician should contact them to get approval once he had diagnosed the problem.  I spoke with their vice president of customer service and he said that they should have told me that.  They did not.  The warranty company asked me how old the hot water was and said since it is ten years old it is probably at the end of its life and should be replaced.  I never asked the technician to replace the unit.  He thought the same thing and replaced it.  They told me to get my technician to do the job, pay him, and submit the invoice to them.  That is exactly what I did.  After I submitted the invoice to them they said that I had never signed a contract even though I paid them.  They emailed me the contract as said I needed to sign this prior to reimbursing me.  I signed the contract and faxed back to them.  The next day they refused to pay and offered me $200.00 for the claim in the amount of 1875.00.  I told them that I had 3 days to terminate a contract and if they weren’t going to pay the claim that I wanted to terminate the contract and get my money back.  I haven’t heard from then since.

Someone from our office spoke with the customer. A hard copy of the policy was already mailed to the customer. They should be receiving it within the next few days.

I have a letter from Jason [redacted] at Select Home Warratny indicating" The Issue is Not Due to a Rust / Corrision".They why are they refusing to pay the claim?  Any rust that may have been on the old unit did not in any way impare the working function of the unit. As it was an outside unit there was bound to be rust on the cage that protects the unit but did not affect the coil or the comptessor. It had been inspected prior to purchasing the home and it was in proper working order.   Nine months later the unit failed and they are looking for any reason to deny the claim.  This is unacceptable.

The customer does not have sufficient maintenance records, therefore he customer is only eligible for the cap of 250.00 as per the Terms of Agreement, we did reply to the customers' lawyer letter with this information already.

Unfortunately, the customer is not eligible for a full refund as they purchased their contract in August 2016. If the customer would like to cancel their contract we can proceed with cancellation according to section 13.2 of their contract. Please let me know your decision so that we may proceed accordingly.