Select Home Warranty

Complaint: [redacted]
I am rejecting this response because: I spoke with Mr. [redacted], supervisor on 1/24/2017. He advised he would give me a free service call of $45.00 for next time if needed. I wanted to know how much to cancel my service since I have a contract till July, 2017 (6 months). He stated I would not get anything back and I would owe them for all the work I have had done. I have a recording of this conversation. I advised him this sounds like such a scam. I paid $400.00 ($399.00) and I am only 6 months into the contract and he said I would not get anything back. I have spoke with some of the technicians and they advised they (the ones I spoke with) will not take calls from them anymore since they do not pay or they hold up payment until they get pictures and if you did not take pictures the technicians are out of the money and time they spent. You have a reasonable expectation from a warranty service ( I have had them in the past and I have NEVER had this kind of NON service.
Regards,
[redacted]

[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.
I do want my complaint to be public to help others
Regards,
[redacted]

We did speak to the technician and he does have appointment to go out to the customer. The customer may call [redacted] at [redacted] for help with this issue. We have already left the customer a few phone messages.

The customer had a claim that was not covered under the  terms. We have refunded $75 back to the customer credit card.

The customer was already approved for the policy maximum limit for her claim. The amount the customer is requesting is way above the limit. Please see section 10 of the policy. We are not able to approve more at this time.  10. Select’s Liability.10.1 Dimensions, Brand and Color, Limits. Select...

will not be responsible for matching a system or appliance’s color, brand, or dimensions and only is responsible for repairing and/or replacing systems or appliances of similar capacity and efficiency. The following guidelines will be implemented to provide a repair/replacement allowance. For heating or cooling equipment(hvac), in the first three months of coverage a $500 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $2000 after the first three months of coverage. For appliances, plumbing and electrical (non-heating or cooling) in the first three months a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $500 after the first three months of coverage. For additional coverage options in the first three months a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $400 after the first three months of coverage. In the event a part is not available, Select's responsibility is to reimburse for the value of the part up to the policy limits.If Freon coverage is selected as an option the limit is $150 for the first 3 months of coverage and $250 for the remainder of the contract.

Select Home Warranty advised the customer that we do not cover sensors for the garage door opener, the opener will open and close without the sensors as the motor is main component that allows the door to move up and down.  Sensors are optional they do not mechanical power the garage door...

opener, unfortunately we do not cover the sensors, that allow the customer to use a remote control to open and close the door.

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.
We received the check from the business today.
Regards,

We did speak to the customer and the reimbursement check is on the way.

The customer was already approved for $150 towards their claim. Since the customer is not able to provide us with maintenance records as requested we are unable to increase that allowance. If the customer can supply us with the requested documents we can review their claim for a potential increase.

We went ahead and processed a full refund for this customer. They should be able to view their refund on their credit card statement within the next 2-3 business days.

The customer electrical system needs an upgrade. Issue like this are not covered , please see section 10.6. Upgrades. This Agreement does not cover upgrades to any system or appliance.

Complaint: [redacted]
I am rejecting this response because:  I spoke with someone at SHW and he declined to pay for the service calls saying I did not call the service approval...

department while my serviceman was hear in order to get prior approval.  I DID call SHW with the serviceman here in order to get approval but both times I was sent to voicemail.  The serviceman couldn't wait around to continue calling (after a couple of attempts) because he had other service calls on his schedule.  It should not be my responsibility to hold a serviceman here before he can even start the job if SHW doesn't answer the phone.  In both cases, the heating system & the hot water heaters needed to be repaired or replaced.  It was cold outside when heater wasn't working & we didn't have hot water when the hot water heaters went out.
Regards,
[redacted]

I am rejecting this response because: The company did not answer my original complaint. I have another $100 reimbursement for my hot water heater that has yet to be received even though the form was notarized and signed over a month ago. I'm asking that our contact with Select [redacted] Warranty be broken and our full amount be refunded so that we may go back to our old [redacted] warranty company that paid for repairs as needed.

Select Home Warranty is more than happy to waive the 75.00 cancellation fee for the customer. The customer did purchase the policy in 08/2014 and had 4 months of coverage with us.We are very well of aware of the customers experience with the service he did receive and would like to apologize for the inconvenience in this matter.We are more than willing to assist the customer with the cancellation if he would like to give us a call and we can finalize his request.

[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.  I...

have not received a phone call in almost a week.  This is acceptable.
Regards,
[redacted]

Again, Select Home Warranty has already issued a full refund back to the customers card.

The customer wa advised that Select Home Warranty is unable to cover water leaks from the Hot Water Heater per the Terms of Agreement, the cusotmer  disagreed with the resolution and requested to cancel, because of a denial.See Below:6.2.7. Water Heater. This Agreement covers all modules, components and parts of the water heater necessary to the functionality of the water heater.This Agreement does NOT cover solar or tankless water heating systems or the components thereof. This Agreement does NOT cover the following list of modules, components and parts relating to the water heating system:(i) flues; (ii) drain piping; (iii) pressure reducing valve; (iv) leaks(v)pumps The customer was refunded per the Terms of Agreement.See Below:13.2. 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 Home Warranty is currently processing the customers request for a refund.

We did speak to the customer and reexplained the coverage. The issue they are having is a leaking water heater. Issue like this fall outside of coverage. Please sees section 6.2.7 This Agreement does NOT cover solar or tankless water heating systems or the components thereof. This Agreement...

does NOT cover the following list of modules, components and parts relating to the water heating system:(i) flues; (ii) drain piping; (iii) pressure reducing valve; (iv) leaks(v)pumps

The $45 service fee was paid to the technician directly to obtain a diagnosis. We do not collect these fees. The maximum allowance we can provide this customer with is $150.