Select Home Warranty

The customer never requested cancellation of their contract. Please confirm if you wish to cancel so that I may have your request submitted for processing.

Revdex.com:
Very much appreciate your help in resolving  issue with such a cheap company that is doing business in American in a very unAmerican way.They must understand not...

to misuse and be honest with the hard-earned money of individuals, and be fair in their dealings.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

The customer has since received their check according to our records.

Select Home Warranty did request maintenance records from the customer as listed on the Terms & Conditions that the customer signed.  The copy of the contract I have included in this complaint is listed on our website under Terms & conditions which is updated periodically. Select Home Warranty did request the maintenance records from he customer and they were not provided, the customer then requested for cancellation. We do acknowledge that the customers Terms of Agreement is different that the more updated copy I provided, but, it still stated we require maintenance records.We would have been more than happy to assist the customer further at the time we were processing the claim, but, the customer requested for cancellation which has been honored.

The customer placed an ac claim. The ac issue was not a covered issue. We have already gone above the policy terms and gave the customer a full refund. That is the most we can do.

Please refer to section 13.2 of the contract: 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 service contract.The customers warranty was purchased in 2016 and is no longer eligible for a full refund.

The customer at this time is not eligible for a full refund as full refunds are issued within the first 30 days of purchase. The customer purchased their warranty contract in 2016 therefore making them no longer eligible for a full refund. With respects to the customers microwave claim they were...

approved for the maximum allowance of $95. The customers plumbing & a/c claims were both denied as leaks are not covered under the warranty agreement. If the customer wishes to proceed with cancelling their contract we can proceed per section 13.2 of their warranty agreement. Please advise if you wish to proceed with cancelling you agreement. No additional funds due at this time.

We have assigned a technician that works on the customers brand for the dishwasher, and we do apologize for the delay with the check , it has been mailed as of 1/12/2015, per the phone call on 01/04/2016.

We did speak to the customer and have assisted with the claim.

Please see attached customers contract. It clearly stated that the customer will be charged $199.99 in two installments. Please carefully read the second line after payment of $199.99 it shows payment schedule and then a number 2 which indicates it will be billed into two installments. In addition...

above all that it states the rate of $399.98 which is the premium total this customer is supposed to pay. In addition, on the same date the customer purchased their contract they ended up paying their entire balance in full. Enclosed is a copy of that transaction for review.This customers premium was never $199.99. We do not sell warranty contracts for that rate. This customer is not owed any funds as they paid the premium owed to Select at the time the warranty contract was purchased. No additional funds due at this time.

Complaint: [redacted] I am rejecting this response because:Select home warranty advertises in multiple places that their warranty covers/will replace any issues with the water heater. There policy clearly states:“"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."  First, Select said they do not cover mechanical issues. Mechanical Breakdown is defined as the inability of a covered part(s) to perform the function(s) for which it was designed. Your policy specially states it covers functionality. Like my attorney said, the policy either covers the functionality of the water heater (which it states it does) or it does not. It does not say “Except when…”[redacted], the people Select Home Warranty sent out to evaluate, even said ([redacted]) that he has never had a home warranty company not pay for the water heater when it leaked. Never. [redacted] is the expert, listen to him. He thought the double speak was ridiculous and a joke. My real estate agent Jesse also thinks it's fraud and a scam. He has never had a home warranty policy do this.Select will say they don't replace it when it leaks because they assume the leaking is being caused by sediment build-up This is not always the case. It could be defective or a mechanical breakdown. Not once has Select investigated the water heater to see why it was leaking.I called several other home warranty companies (i.e. Old republic, etc) and they all said they do replace the water heater when leaking. It's impossible to tell if a mechanical issue occurred without taking it apart. Old republic std policy is half of the platinum policy I purchased from Select (at $625 a year), and they cover leaking water heaters.The most common issue with a water heater is leaking... and they are almost always replaced when they do. Select advertises they cover the water heater ... and then 90%+ of the time they don’t. They find a line somewhere else in the policy to not cover it. Double speak and misleading, and at the worst, fraud and outright lies.Tthe policy states “covers all modules components and parts of the water heater”, it does not say “except when leaking. Why doesn’t it … people who are looking to buy the policy would see this and know that Select will refuse to cover it.Secondly, the section that Select Home warranty is talking about refers to the "water heater systems" ... and all components listed in this line “drains, flues, pumps, etc.) are outside of the water heater itself. It also does not say “leaks” but “leaks (v) pumps”. Leaks and pumps are not separated by a coma so they need to be combined. I would not expect Select to pay for plumbing leaks between the outside pumps, drains, etc. As you can see, Select is purposely interrupting the policy in a different way then it clearly reads.“This agreement does not cover the following list of modules, components and parts relating to the water heating system: flues, drain piping, pressure reducing valve, and leaks(v)pumps.The word “relating to” is defined as, “(to show or make) a connection between (two or more things)”, which asserts that it is the relationship between the separate items. If the leak had occurred between these items I would agree with this interpretation that it should not be covered. The leaking occurred from the actual water heater itself, not the connection between these items. This would make sense, since the detailed “water heater” requirements are covered by the (separate) line in the policy (, see 6.2.7). All items listed are external to the water heater (flues, piping, valve, pumps).  Revdex.com- would you not agree that this is misleading double speak? Advertise one thing and when you have an issue, they come up with a phrase from somewhere else in the policy to over-ride what it clearly states? If you are selling the policy you read it as it is written, but when you are scamming people you take creative liberties on how you interrupt it. Is this not fraud? Would you not agree that "“"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" is pretty clear? Wouldn't anyone getting this policy assume the water heater was covered? Why don't you say "covers all functionality of the water heater except when it is leaking? You didn't say that ... you said "ALL". Your policy does not say it does not cover “leaks”, it says “leaks(v) pumps”. These items are not separated by a coma, so they are connected together. That makes sense since the "system" specifically states thing outside the water- like an external pump.A leak means a component has worn out or broke and it not functioning properly. The policy says you "cover all modules component and parts of the water heater" dealing with the functionality. Regards, [redacted]

We have originally mailed a pro rated refund check on 3/15. The check was returned to sender on 4/19. We re-mailed it that same day. If the customer does not receive it within anther week we can reimburse them either thru paypal or back the credit card.

The customer is in receipt of the check for 170.00, which we do apologize for the delay, in the matter as it was stated that the customer wanted tot cancel their policy, we did not want to send out the check and then process a cancellation.  The customer did not agree with the garage door claim...

at first, we explained that the customer can get the garage door opener fixed send in an invoice and proof of payment and we will send the check, we did honor that.We only took a while to send the check, again, because the customer stated they wanted to cancel, and we were waiting on finalization on how to proceed.

We are working on contacting a technician to schedule an appointment to repair the refrigerator. Someone will be contacting the customer.

We spoke with the cutomer. We have issued a full refund , we have waived any prorated or cancellation  fees. A check will be going out in the next 3-5 business days.

Select Home Warranty has already refunded the October payment of 50.00 directly to the customers credit card on 10/28/2014.

Select Home Warranty has been in contact with the customer and has offer a reimbursement of 150.00, we have sent the form and waiting for the customer to sign it and send it back.Once we receive the form we will expedite the check process

We have already gone above the policy terms for the custumer by waiving the cancellation  fee. The customer had a sealed system, problem with the fridge please see section 6.2.1 of parts that aren't covered. "his Agreement does NOT cover the following list of modules, components and parts relating to the refrigerator: (i) ice makers; (ii) ice crushers; (iii) beverage dispensers; (iv) freezer parts and components which are not essential to the refrigerator unit as a whole(v)freon(vi)freon leaks;(viii)damage caused by freon leak(ix)leaks(x)sealed system."

Hello, Check #[redacted] was mailed to customer on 9/14/16 for $105.

To expedite the refund process we have refunded $799.98 back to the customers credit card. We apologize for any inconvenience.