Select Home Warranty

Complaint: [redacted]
I am rejecting this response because: They only reimbursed $489.99 on 2/15/16.  I paid a total of $1469.97 broken up over 3 payments of $489.99 each on 10/16/15, 11/16/15. and 12/15/15.  They still owe me a reimbursement of $979.98.
Regards,
[redacted]

We have refunded the customer $371. The customer charged back the remaining $194 through [redacted].  The customer paid a total of $565. The customer has received a full refund.

Complaint: [redacted]
I am rejecting this response because:  Once again, this information has already...

been provided to Select.  All 3 invoice copies for the 2014, 2015 and 2016 maintenance are marked as paid in full.  In addition, I submitted the cancelled check from last year's maintenance, which they also acknowledged receiving.  I have only owned the property for 17 months, however the same heating company has serviced the property for more than 15 years, so the previous 2 years maintenance records were supplied by them under the former owner's name (Savage), with both invoices clearly marked as paid in full.  They can contact the maintenance company - [redacted] - for verification if needed.   Their phone number is printed on all three invoices ###-###-####.

Today, 22 December 2014 at 2:49:06PM CST I entered a “I do not accept response”.  I apologize for not including one additional item to this response, namely Select Home Warranty’s specific contract violation. On 19 December 2014 Select Home Warranty responded to the Revdex.com regarding my complaint with the following information:                “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.” The verbiage from contract paragraph 9.1.2 as provided to the Revdex.com by Select Home Warranty is FALSE and has been ALTERED by Select Home Warranty in their response to the Revdex.com in order to reject the prime detail of my complaint, i.e. breach of contract.  MY SIGNED CONTRACT READS AS FOLLOWS:  (verbiage highlighted in bold text is NOT included in my signed contract and verbiage highlighted in red text IS included in my signed contract).  Select Home Warranty has apparently ‘cut and pasted’ a legal form.  I have attached a copy of my signed contract to substantiate this: 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 (THIS NOT INCLUDED IN MY SIGNED CONTRACT:  “by a licensed technician”)on covered items as specified by the manufacturer to ensure continued coverage on such items. Select reservesthe right to request maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $250.00.  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, valves. (THIS NOT INCLUDED IN MY SIGNED CONTRACT:  “to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures) Should you require additional information, please do not hesitate to contact me.

[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]

Complaint: [redacted]
I am rejecting this response because: As I spoke to Mr. [redacted] with SHW yesterday, I advised him we will probably never come to an...

acceptable solution for both parties. Each time Mr. [redacted] calls me he comes up with an unacceptable amount. First time on Friday it was $50.00, now its we will waive the cancellation fee. On Friday when they FINALLY got back to my emails and cancelled the policy, there was no mention of a cancellation fee. Now surprisingly its waved.  The reason I don't agree as the $750.00 they took from my was for an agreement that does not exist.  They sold me under false pretenses and to find out that the "agreement" we so called had was not even the agreement at all. I would like a refund for not receiving the coverage I agreed to back in August.  This company can't have it both ways. They can review the tapes and see what was originally agreed too.  The only acceptable resolution will be a full refund.  I do not find their business practices ethical nor do I find the way they handle customer service ethical. As I told Mr. [redacted] yesterday, I find their practices to be sneaky and very underhanded.  They enter you into these "Verbal" agreements just to change it on you when you actually need their services.  I want absolutely nothing to do with this company any longer and prefer all communication to be handled through Revdex.com.  Each time they call, its an insulting situation.  All has been told to Mr. [redacted] in my phone conversation with him yesterday. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I spoke to the warranty company on the phone they still have not addressed helping with the original claim on the water heater. They said that my refund of the policy had been mailed out on the 14th of July which I have not received. They would waive a cancellation fee which I have not seen. I asked if their call had to do with the Revdex.com and they would not answer nor are they willing to help with the payment to the water heater as originally promised. Again I have not seen the refund of the policy nor the promise cancellation fee waived.

The customer unfortunately is not eligible for a full refund as full refunds are issued within the first 30 days of coverage. The customer purchased their warranty in May and are only eligible for a pro-rated refund per section 13.2 of the warranty. Please advise if you wish to proceed with cancelling your contract. No additional funds due at this time.

The customer received a refund on 12/29/2015 directly back to their card,

Per the diagnosis from the technician this unit is a sealed system and sealed systems are not covered under our contract. However, since the customer has been with us some time and has not filed any claims as a courtesy we can approve $150 towards a replacement unit. Please note, that this claim has...

been denied and as a courtesy we are offering the customer $150 towards the replacement unit. Please let us know your decision so that we may process that reimbursement accordingly.

The customer has been refunded as per the terms of the policy. Used 12 Months @ $41.67 per Month = $499.99; Add Cancellation Fee of $75 = $574.99 ; Also Less Claims Paid/Owed of $275 ; Subtracted from original payment of $975; Totals a Refund of $125.00. Please see section 13.213.2....

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 Warranty.

Select [redacted] Warranty has issued the refund tot he customer plus a check for the cancellation fee as promised

Complaint: [redacted]
I am rejecting this response because: Jermel, claims manager of Select Home Warranty approved my claim that has two problems that I reported to them and approved on August 11, 2017. He even mentioned that he approved the second job on Aug. 11, 2017 at 10:35 am and that it is covered 100%, but the plumber left already after 10 am on the said date. He then also told me that I can call the plumbing service to come back which I did and got a schedule that is Aug. 14, 2017, but Jermel failed to document everything he told me on Aug. 11, 2017 which I found out on Aug. 14, 2017. After the plumber also found out that it is still having pending approval, he couldn't do the job for second toilet so I verified to Select Home Warranty and I was placed on hold for an hour switching to several representatives until Jermel came to talk to me and talking on the phone continuously that I could not even get an answer from him about what he had approved on Aug. 11, 2017. He changed everything on the date of Aug. 14, 2017. Everything we have agreed and his approval for one claim that has two problems was approved on Aug. 11, 2017 and the conversation is recorded on their line.  I should only be paying one deductible of $60 which I already paid because they only gave me one claim for two problems and they approved it, but they are making a loophole as evidence of the failure of Jermel's documentation on Aug. 11, 2017 and wanting me to pay doubly instead for Aug 14, 2017.
Regards,[redacted] 
[redacted]

The first check we sent on 6/23 was returned to sender. We have tried  to reach the customer to confirm the information but we had no luck. We will re-mail another check. If the customer would like money thru paypal we can do that as well

We have gotten a detailed diagnosis of the issue with the fridge and its a non covered item. We have already gone above the policy terms with a $125 reimbursement. As part of the policy terms the customer may get a second opinion and submit that to us.

Complaint: [redacted]
I am rejecting this response because: EVERYTHING that this company stated in the contract that they would uphold was...

bogus!.  I was suppose to receive half of my money back.  Today, I received a check for $74 dollars without an explanation as to what this covers!  I had this service for exactly 6 months and only received $74.00 out of $400.00...WHY!!! This company is getting away with MURDER!!!! I as seriously considering small claims court! This is ridiculous 
Regards,
[redacted]

Mr [redacted] will be contacting the customer to proceed with the cancellation of their contract as requested.

The cutomer had an ac claim that was not a covered claim. The customer elected to cancel and we have already refunded the last payment and waived the cancellation fee. We will refund one more payment.

We will send a full refund check to the customer by check. please allow 14-30 days to arrive.

We are currently trying to get in touch with this customer and have a left a message to return our call.