Select Home Warranty

We spoke to the customer and we as a good will we gave her a full refundHer card has been refunded in full

On 03/27/thecustomer placed a claim for their HVAC system, on 04/08/we received a diagnosison 04/08/for the HVAC System The technicianreport was that the Carrier HVAC System; age years old had heavy rust andthe contactor was corroded—The unit now needs a new compressor & condensereven though the customer stated that the compressor was changed out three yearsago.When a customer requires a major repair/replacement of asystem we do reserve the right to ask for maintenance records The customer sent in three documents, onerecord is from December 2013, which states that there was quote to replace theunit then due to Rusted Evaporator coil and some type of fungus/mold growing inthe unit The customer also included asecond maintenance record from August that stated that evaporator coil wasstill rusted and there was still mold/fungus on the unit.Select Home Warranty is more than willing to assist customerwith repairs and replacements, but, we are unable to do so if the customer isaware of an issue and does not have it taken care of prior to purchasing the warranty The issue with the HVAC have been going onsince 2013, maybe a lot sooner, and the maintenance records clearly state thatthese issues were present and the customer did not take steps to resolve them.Select Home Warranty is unable at this time to move forward withthe claim due to the issue being present well before the customer purchased thewarrantyPlease acknowledge the attached invoices from the customer.Select Home Warranty has offered the customer a courtesypayment at this time, and we suggest that the customer have the repairs donethat should have been completed back in 2013, once completed the customer maysubmit a paid invoice for further review and a possible increase in the paymentoffered

Normally the checks take dayswe have refunded the customers credit card ending *** insteadThe credit should show in 1-days

At this time the maximum approved allowance is $towards the customers claimNo additional funds due at this time

I am rejecting this response because: As of July 18, no refund has been received

The customer unfortunately is not eligible for a full refundThe customer purchased their contract in June and requested to cancel in AugustThe customer has already been informed that they will receive the most current installment refunded which was already processedAs courtesy their $ cancellation fee was waivedNo additional funds due at this time

The customer was advised that the technician we had in the area was over booked, we gave the cusotmer an alternate option, which is to secure a local technician and have the tech diagnose the issue, let us know what the repair is and they would know whether it is covered or not before any repairs are made.The customer requested to cancel their policy when they were given that option, the cusotmer chose to cancel and this subjects them to the cancellation Terms of the Policy, the customer did not give us an opportunity to work on this matter or try and resolve the issue, they just wanted to cancel.The customer has been refunded per the Terms of Agreement that they signed, initialed and sent back to Select Home Warranty

Complaint: [redacted] I am rejecting this response because: I have sent them an e-mail back stating that after reading their contract that I feel that they have made a breach in contract due to their failure to address the situation in a timely mannerIn there contract it states that they will assign a service technician within two days if the claim is made during the week and four days during weekends and holidaysFirst of all, I had to make two claims on the same issue because they apparently lost or could not find the first oneThen, it took them over two weeks to tell me that they could not find a technician to fix itThey suggested that I find a technician that would take the home warranty and they would authorize them to do a service callThey did offer for me to have the service done and they would reimburse me and I told them that I did not have the money to do thatThat was the whole purpose of buying a home warrantyI feel that I should get my money back that I paid for the contract minus any service fees for the technician that did eventually come out and look at my issue 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 am still waiting for the invoice from the heat and air company so that I can submit it for reimbursement Regards, [redacted] ***

We have canceled the policy and refunded the money back to the credit cardNo further payments will be taken out

Complaint: [redacted] I am rejecting this response because: I never received any terms and conditions written or verbal, therefore I was not made aware of the conditions until I wanted to cancel my policyThere was no written contract, again all I was ever made aware of when purchasing the policy was the price of the policy of $and the technician service fee of $in which I paidSelect keeps referring to there policy, but didn't make me aware of it until I canceledWith any reputable company the customer must sign a written agreement stating that they are aware of the terms and conditions of the policyI didn't sign anything agreeing to the terms and conditions of the policy therefore the so called contract should be null and void Regards, [redacted] ***

Unfortunately, the customer is not eligible for a full refund as they purchased their contract in June The customer is now on their free months and their policy will lapseNo additional funds are due to this customer

We initially received the invoice from the customer and then requested proof of payment, the customer never set it in

The policy does not cover maintenancethis is the customers responsibility Please see section "You are responsible for providing maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items."This is not a covered issue

I am rejecting this response because: I appreciate the correspondence we received 3/19/ In dealing with Home Select it was our understanding from our phone call with George that we were in fact authorized to complete the authorized repair by his conversation via the phone We complied with the next instructions from home select to provide pictures and and justification for the repair We compiled with that as Home Select requested Finally we are only requesting to be reimbursed for the work that was already authorized by Home Select

The customer has already been issued a full refund on 7/14/The refund was issued directly to their original form of paymentNo additional funds are due at this time

The customer may want to refer to the section again that clearly states that we have the right to request maintenance recordsThis Agreement does not cover any systems or appliances that have had previous repair or that require repair or replacement as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or 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 applianceYou are responsible for providing maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such itemsSelect reserves the right to request prior years (3) maintenance records and/or pictures.It is clearly initialed by the customer on page of 6, we discussed this with the customer over the phone, we would be more than happy to move forward, however, we do require sufficient maintenance recordsSelect Home Warranty did try on many occasions to resolve this matter, but, the customer stated they were taking us to court

The Customer submitted a check for and we advised the customer of the amount we received form them, including tow dispute fees, as the customer tried to dispute the amount and did not win the case Select Home Warranty has taken care of past claims for the cusotmer and have sent technicians to the customers home and have paid out on claims.The cusotmer signed the Terms of Agreement that shows they agree to the cancellation policy, the customer is not entitled to a full refund at this time, per the both dispute cases

We have processed a full refund for the customerPlease allow 14-days for the check to arrive

Select Home Warranty is more than happy to waive the cancellation fee for the customerThe customer did purchase the policy in 08/and had 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