Select Home Warranty

The customer canceled on 9/20/2016. Our refund policy states that it can take around 30 days to receive the check. We mailed the check on 10/14/2016 which is in the allotted time. The customer did not receive it yet so we offered to cancel the check and send the refund via [redacted] to speed it up. We...

have no control on the us postal service , the check was mailed on time. There is absolutely nothing fishy , we just offered [redacted] to speed it up for the customer. We will be happy to cancel the check and send the money thru [redacted] if the customer wants that.

My complaint was contesting the amount of refund they are issuing me.  They also...

promised on Jun 2nd, 2017 that I will get an email with the cheque number as soon as the cheque is printed.   So in short, the response was short on specifics about wether they intend to fix my complaint and even that they didn't follow through with an actual email. This is the kind of customer service I experienced during 8 - 9 months of my relationship with Select Home Warranty and the main reason why I decided to cancel my contract with them. My complaint specifcally asks for a full refund because a customer should not be held accountable if they cancel due to horrible service and responses.

The customer was advised that leaks of any kind are not covered under the policy, the first diagnosis we received on 07/16/2015.The condensation line was clogged and the issue was not able to be cleared out by a HVAC Technician, as the unit does require maintenance regularly so that issues like than can be taken care of.The customer was advised that the issue is not covered and that they should perform maintenance on the unit, the customer then cancelled.See Below: 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 customer has been refunded as per the Terms of Agreement and we will issue a refund for the 45.00 as well.The condensation line was clogged and the issue was not able to be cleared out by a HVAC Technician, as the unit does require maintenance regularly so that issues like than can be taken care of.The customer was advised that the issue is not covered and that they should perform maintenance on the unit, the customer then cancelled.See Below: 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 customer has been refunded as per the Terms of Agreement and we will issue a refund for the 45.00 as well.The condensation line was clogged and the issue was not able to be cleared out by a HVAC Technician, as the unit does require maintenance regularly so that issues like than can be taken care of.The customer was advised that the issue is not covered and that they should perform maintenance on the unit, the customer then cancelled.See Below: 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 customer has been refunded as per the Terms of Agreement and we will issue a refund for the 45.00 as well.The condensation line was clogged and the issue was not able to be cleared out by a HVAC Technician, as the unit does require maintenance regularly so that issues like than can be taken care of.The customer was advised that the issue is not covered and that they should perform maintenance on the unit, the customer then cancelled.See Below: 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 customer has been refunded as per the Terms of Agreement and we will issue a refund for the 45.00 as well.The condensation line was clogged and the issue was not able to be cleared out by a HVAC Technician, as the unit does require maintenance regularly so that issues like than can be taken care of.The customer was advised that the issue is not covered and that they should perform maintenance on the unit, the customer then cancelled.See Below: 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 customer has been refunded as per the Terms of Agreement and we will issue a refund for the 45.00 as well.

I am rejecting this response because it is entirely incorrect.  First, I just spoke with the technician, *** *** of *** Heating & Air Conditioning.  Contrary to Select Home Warranty's representations, he never received any voicemails or other communications from SHW.  I have provided him with SHW's phone number and asked him to call, which he will do as a courtesy to me.  SHW can contact him at the phone number on the invoice I submitted: ###-###-####.Second, it is not accurate that our account "has been cancelled and there is no refund due at this time."  In fact, our home warranty expired more than six weeks after we submitted our claim, and we chose not to renew it because SHW has, for the second time, refused to pay out on a valid claim under our policy.  That does not void out the claim at issue in this complaint, which was submitted while the policy was in effect, and which SHW has been refusing to pay for the past two and a half months.We reiterate that we are entitled to payment of $165, which accounts for the $210 cost of repair minus SHW's $45 fee.

I am rejecting this response because:  The amount of refund was $34.10.  It is not any where near the appropriate amount I am due.  I have not cashed this check.  They also never explained the...

reason for this refund.  I asked repeatedly to speak to someone from the company and continued to get the run around.  The three people I spoke with could not or refused to answer any questions.  This has been so stressful.  No one should be treated this way.  When I pay for over three years coverage and only get a minuscule refund after less than a year of so called coverage.

Complaint: [redacted]
I am rejecting this response because: I received a call from [redacted] this morning who called in saying he wants to help me to resolve this issue and ended up...

being very hard and advised they will not help me with either my full refund back which is $399.99 or help me with fixing my Garage Door Opener or re-instate my policy. This company does not want to help its customers. I feel like badly screwed here by working with this company.. I am going through terrible trauma after each call.. I would like help to take this situation even higher and expose the non-cooperation and their distrust and unwillingness in helping their customers.. I strongly request for full FULL Money ($399.99) + the service fees paid to the technician $45 back to me...
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Select is now telling us we have to pay for a third tech to come out and diagnose my ACCOUNT. This...

is unfair because the first take they sent improperly installed the transformer so it should not be my responsibility to get someone else to diagnose the problem. This is customer abrasion. The second tech even advised the previous person installed improperly and a new unit also should be installed. Select does not want to pay for a new unit that's what this is about. [redacted] is the second company they sent out that provided the attached diagnoses and pictures. The transformer was improperly installed by the previous independent company they sent call [redacted] I am not liable for paying for a third diagnoses when the HCEC group did a diagnosis showing the improper installation and recommended a new unit. Select is just doing everything in their power not to pay. The contact info for the last diagnosis is attached [redacted] ###-###-####. [redacted]. Chris was the technician who assisted me and he can provide any details you need. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
This is a quotation of policy not a written explanation of how select home warranty determined the claim payment.  No specifics addressing how depreciation was determined(specifics).  Appears to be an arbitrary claim payment  I don't think my request is unreasonable  Additionally, the policy language you quoted does not address the request for reimbursement for the $70 service charge  
Regards,
[redacted]

Tell us why here...On 03/02/2015 the customer placed a claim for their washingmachine, we assigned a technician and they diagnosed the washer as needing anouter tub and stator motor.  Select HomeWarranty determined that the repairs exceeded the actual value of the washingmachine. Select Home...

Warranty did explain this to the customer andadvised that we have followed the Terms of Agreement in this matter.The customer does not agree with Select Home Warrantys’findings, but, they did send the Terms & Conditions back signed andinitialed that they reviewed and agree with the Terms set forth.Select Home Warranty has entered the customer account intothe cancellation process.

I am rejecting this response because: I have received no refunds on two of the policies. Furthermore I had to cancel the contracts for extremely poor service.  On top of lousy service they gauge the customers with cancellation fees.

Please confirm if you would like us to process your cancellation request.

We did speak to the customer and are covering them according to the policy terms.

A technician has already been assigned to the customers claim. They should be contacting the customer shortly to set up an appointment. Below is their information: At Your Service Electric###-###-####

I finally received a check from the company to reimburse what I spent on thefridge repair and wanted to report that.

# credits were done on 11/30, it can take 3-5 days for the transactions to show up.

Complaint: [redacted]
I am rejecting this response because:  After having a proper plumming company come look at the current existing problem it is going to cost me $2,271 just to have the piping...

repaired then I am still going to need to have someone come out and repair the sheetrock, so I am looking at much closer to $3,000 for the total repair.  $200 does not come close to fixing the problem.  My original complain was a clogged drain, the contractor that was selected by the warranty company broke the pipe then abandoned the job leaving me with no sink and $3,000 in repairs.  I paid for a warranty for this exact kind of coverage.
Regards,
[redacted]

The customer unfortunately is not eligible for a full refund. The customer purchased their contract in June and requested to cancel in August. The customer has already been informed that they will receive the most current installment refunded which was already processed. As courtesy their $75...

cancellation fee was waived. No additional funds due at this time.

The customer contacted us on 01/04/2014  regarding a reimbursement he was owed for a reimbursement for 57.00, which was credited directly to his card on 11/21/2014.  The customers policy has since been cancelled since 02/2014 and his additional policy for [redacted] lapsed...

in May 2014.   There is nothing owed to the customer at this time.

We have canceled the policy and refunded the money back to the credit card. No further payments will be taken out.

The customer is not eligible for a full refund. we will waive the cancellation  fee if the customer would like to cancel.