Select Home Warranty

The customer has been refunded via check as of 01/21/2016, per their request.

We did speak with the customer and explained the situation. We did her 1 free service call for any issues she experienced.

[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]

A technician was sent to the customers home back in March. Per the technicians diagnosis they stated that the door hinges were worn out and that it what was causing the problems with the door not closing and the oven not to operate properly. At that time the customer was informed that door and door...

hinges on ovens is not covered under their warranty and were referred to section 9.1.2 on their contract. The customer demanded a second opinion at which time Mr. [redacted] advised the customer that he can obtain a second opinion by his own technician and submit a diagnosis for review. The customer refused and requested to cancel their warranty with our company.

On 10/6/2014, customer did place a claim for the pool pumpand we secures A-1 Pool Services Repair, they assessed that the pool pumpsmotor shorted, we did review the repairs completely as the customer had notmoved into the home yet.Select Home Warranty did advise customer that we would notbe able to...

move forward with the claim as there was rust and corrosion on theunit.  We did advise we would be more thanhappy to review claim further. Customer has requested a refund of his policy on 10/16/2014and we are currently processing his request. Select Home Warranty will refund customeraccording to the Terms of Agreement.

The customer spoke with Mr. [redacted] later in the day yesterday and the customer was approved for the full repairs of $213.64 which is balance due on the repairs. Please contact the technician to schedule the appointment for repairs.

Complaint: [redacted]
I am rejecting this response because: I continue having unresolved issues regarding my clothes washer. Vi canno pay anymore up front monies to repair companies. Initial problem with washer .. The tub was...

leaning towards back after what I thought was screw dropping turned out to be hard plastic breaking around tub , agitation was not working. No Wash cycle.  Lifter was repl .,now it appears the suspension is worn and the tub ring also needs replacing.  No one returns my calls I'm sick exhausted overwhelmed.  I need my reimbursement of 162.41 and to finish repair quoted At 251.04.   I do not have funds myself. Need SHW to issue check to Steifle's Appliance co for this repair
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.  Please cancel the warranty and waive the cancellation fee.  This has taken much too much time to resolve and is a sad reflection on your customer service. I would rather cancel the warranty and find my own solution to getting my washing machine repaired. 
Regards,
[redacted]

I recieved the check today in the mail.

We did speak with the customer and explained why the ac issue falls outside of the policy. The customer did have a Freon leak and fereon leaks are not covered under the terms, please see section 6.3.6 of the agreement. 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 elected to cancel. We waived the cancellation fee for the customer.

Complaint: [redacted]
I am rejecting this response because:I have rejected their offer to settle when they called me yesterday. The underlying contract obliges...

Select Home Warranty to repair the AC unit which will cost a lot more than $200. Anything less constitutes a breach of the agreement by Select. It should also be noted that the Select representative offered to fully refund the premium of the warranty to relieve them of their obligation under the agreement. This is another attempt by Select to avoid their lawful obligation under the contract. Please do not indicate this claim resolved or presumed resolved until Select fulfills its obligation under the agreement.
Regards,
[redacted]

I am rejecting this response because: I called the company before I have the repairs done at my place and they accept to refund the money to me after the job...

has been completed, there was no informacion about the policy won't cover the repairs, and I asked multiple times not only one, also I asked that they refund the entire amount that I paid for the two year contract not just part of the money, this company is not serious at all and the agents tell you one thing and then they come back sayng the contract says a diferent thing, I do understand that the contract won't cover AC units repairs, that is why I called and ask if they will cover the thermostat replace and they say YES twice, please help me to get the refund back I called many times and this people are very rude and dont like to loose any money, I see other cases and are very similar to mine.

The customer placed a claim on 03/24/2015 for“getting too much water pressure”, the repair would be to install a pressurereducing valve.  Select Home Warrantydoes not cover any valves, as we did explain to the customer.See Below: 6.3.1. PlumbingSystem. This Agreement covers the following...

plumbing system components: (i)line leaks in water, drain, waste or vent lines not caused by damage resultingfrom freezing or from roots; (ii) line breaks in water, drain, waste or ventlines not caused by damage resulting from freezing or from roots; (iii) toilet bowls; (iv) toilet tanks; (v) toilet flushing mechanisms; (vi)angle stops; (vii) risers;ThisAgreement does NOT cover the following list of modules, components and partsrelating to the plumbing system: (i) tub and shower base pans; (ii) lineleaks/breaks/stoppages caused by freezing, root damage or foreign objects;(iii) line leaks/breaks/stoppages caused by collapsed, damaged or broken drain,vent or sewer lines outside the main foundation of the covered home; (iv)access to drain or sewer lines from the vent or removal of the water closet;(v), water softeners; (vi) inadequate or excessive water pressure (vii)plumbing components relating to hose bibs (viii) lead drain lines/pipes;(ix)slab leaks (x) tuband shower valves(xi)cartridge(xii)pumps(xiii)jetting. The customer placed a claim for a HVAC Uniton 5/5/2015, we assigned technician to the customer and they went out the sameday, they stated that the units’ coils are covered in ice and they cannot getthe full diagnosis until it thaws out.  Theytechnician would have to go back out to the customers home once the coils havethawed out. The customer will receive service once thetechnician is able to assess the unit. We request that the customer call the technician once they see that thecoils have thawed and he will be able to find out what is going on with the unit.

Select Home Warranty has sent a Refund Check for 277.99 on 9/19/2014 and will be sending an additional 117.00 to satisfy the full refund amount.

The customer has been approved for a reimbursement .

We have left a message with the customer to return our call to go over the refund so that we may issue it back to their original form of payment. Please contact our office and speak with Florence or Lily in the billing department so that we may process the customers refund.

Complaint: [redacted]
I am rejecting this response because: It is not the mailing time that is in question, it is the time it took and the attitude with which the company handled the claim from the beginning. It should NOT take THREE WEEKS for them to find a technician to fix a water heater when I was able to find one in ONE DAY. I was given the option to find my own technician at the beginning of the process, but then what am I paying the company for? It is THEIR JOB to locate a technician, NOT mine. It is pure LAZINESS to make the customer do your work for you! I paid for a service that was not provided to me and that is why I am asking for a complete refund. Also, I was told on 10/16 that my check was being processed that day, but on 10/20 when I inquired again, I was told it was still being processed. It DOES NOT take 4 days to process ONE CHECK...unless someone isn't doing what they're supposed to be doing, which, judging from the whole experience, is quite possible. I suggest this company hire competent employees and they may have better results gaining and retaining business!
Regards,
[redacted]

We have already processed a full refund back to the credit card on file.

On 04/13/2015 the customercalled into Select Home Warranty to place a claim for their Hot Water Heaterthat is leaking.  The customer wasadvised that leaks form a Hot Water Heater are not cover, we do not cover leaksof any kind. See Below:6.2.7. Water Heater. This Agreement covers...

allmodules, components and parts of the water heater necessary to thefunctionality of the water heater.This Agreement does NOT cover solar or tankless water heating systems or thecomponents thereof. This Agreement does NOT cover the following list ofmodules, components and parts relating to the water heating system:(i) flues;(ii) drain piping; (iii) pressure reducing valve; (iv) leaks(v)pumps Select Home Warranty does notcover leaks of any kind, and we did explain that to the customer, we alsoadvised that we would be more than happy to review the invoice once the customerhas the work completed to see if we can assist in any way.Select Home Warranty reachedout to the customer on 04/24/2015 to after receiving the invoice and offered tocover some of the service charge fee, the customer was not satisfied with ouroffer and requested to cancel their policy with us.The customers’ request tocancel the policy is being processed at this time.

Complaint: [redacted]
I am rejecting this response because:To recap what Select has communicated- First rejected because they said the loss was due to electrical ground.  Their technician advise them otherwise- Next rejected due to lack of maintenance.  Provided evidence of 3 year maintenance agreement with first and last years receipts attached when work was done.  Showed proof maintenance was being performed- Next (current) they are claiming that repairs invalidate the warranty.   What was replaced on the unit were capacitors which were done so for preventative maintenance.  They had not failed but the service tech advised it would prolong the useful life of the system and avoid causing failure of other components as they tend to wear out over time.It is clear I was doing everything required to maintain the units in peak operating condition (as this is Phoenix this is essential). It is equally clear that Select is focused on fishing for reasons to deny claims.  Failing one will try another.  This does not seem like the acts of a responsible and reputable firm. I would have hoped to reach a resolution here but it does not look promising.  As warranty companies are not regulated by the insurance commission, there is ability to bring a bad faith claim; but potentially with the department of consumer affairs.
Regards,
Marty [redacted]