Select Home Warranty

The customers check is currently being issued. The check should be issued and mailed out to the customer Monday morning. The customer will be emailed the check number as soon as the check is printed.

The customer was approved for $125 towards the replacement on their washer claim. That determination was made per section 8.3 of the customers warranty. With respects to the customers heating claim they have only been approved for the maximum allowance of $150 per section 10.1 of the warranty. If...

the customer can provide us with the requested maintenance records we can re-review their claim for an additional allowance. The customer spoke with a representative yesterday and requested to cancel their services. The customers contract has been cancelled per their request. No additional funds due at this time.

Complaint: [redacted]
I am rejecting this response because: yes that's true they have contacted me after I made that complaint and told me they will mail out the check that day ( it was  Wednesday November at...

12.25) but I still haven't received my check and today is November 13th. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
This is what they say every time you contact themIve been assigned 2 technician neither have bothered to call r return my numerous calls to schedule apptThis is another stall tactic on select HW 
Regards,
[redacted]

The cusotmer was issued a refund directly back to their credit card on 02/02/2016.

We did speak with the customer and informed them the check was sent. They will check with the tenant and let us know. If they haven't received it we will stop the check and reissue.

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

I have notated the account that the customer does not wish to renew their contract. They will no longer be receiving calls from our office. Unfortunately we cannot reimburse the customer for their service call fee as again this was not paid to us but to the technician. If the customer wishes to obtain a second opinion with respects to their claim they can hire their own technician and submit a diagnosis for review. No additional funds due at this time.

[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 am accepting my refund of $375.00 to credit card ending in [redacted] immediately upon receipt of this email.thank you very much for your help. 
Regards,
[redacted]

The customers reimbursement check is being issued today. I will email the customer with their check number as soon as it is printed.

We spoke to the customer we have apologized for the negative experience.

Complaint: *** 
I am rejecting this response because: The company is essentially offering to do nothing, just like they did when I called yesterday.My Credit Card company will...

only return the $750 ($375 for Policy One and $375 for Policy Two) after a review which could take several weeks. You are still able to refund the full amount in which case the credit card company will drop the dispute I have opened, and I will have my funds back within 3-7 business days. Furthermore, you would still need to refund the $75 co-pay for the technician you chose to come out to my house and then you were unwilling to complete the repair. If you refund the $750 TODAY, I will close this dispute and eat the $75 co-pay, but if you do not refund the $750 amount to my card, I will continue with this dispute through the Revdex.com for the full amount due me including the $75 co-pay for the repair you were unwilling to complete.
Regards,
*** ***

Select Home Warranty has issued a check for the refund as per 1/23/2015 Check #[redacted] - mailed to the customer on 1/26/2015.

Complaint: [redacted]
I am rejecting this response because:
I feel that as a customer, this situation of having no working air conditioning should be handled as an emergency. 100 degree wheather is not safe. I should have a response to no which steps I would need to take immediately. The tech that came out informed me before the diagnosis was sent in that it would not be covered and suggested I pay him to do the work outside of my warranty. This is a new air system that I have never used and the repair seems simple enough. This is just horrible customer service. I went over to the consumer protection website and saw similar things have happened to other customers. Everyone is told they will receive a call back and never hear from this company until calling again and again. Also just to be told nearly nothing is covered (read small print). I'm not even sure the specifics are printed anywhere! I had to ask what is actually covered.
Regards,
[redacted]

Normally we pay for claims by check which takes 30 days. We have refunded $150 back to the customers credit card to expedite the process.

Select Home Warranty contacted the customer as we have not heard from him since the claim was placed.  We advised that we would be more than happy to assist with the electrical claim, the customer advised us that he had the issue taken care of himself and would like to cancel his policy with...

us.  The customer was advised that he will receive a pro-rated refund as per the Terms & Conditions.

The customer placed a claim with Select Home Warranty on01/30/ome 2015 for the HVACSystem via our website.  The customer wascontacted by a customer service representative on 01/301/2015 & 02/01/2015and advised that they should forward the invoice for review since the work wascompleted...

already.The customer called us back on 04/07/2015 after we received theirinvoice on 02/05/2015, they inquired about the process time, we did apologizethat it had not been handled sooner, and immediately requested the necessarydocuments from the customer.The unit required a replacement of the circuit board, we doreserve the right to request pictures and maintenance records in any majorrepair or replacement.  See Below: 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 the maximum payout on anysystem/appliance is up to $150.00. For example: heating and a/c systems requireperiodic cleaning and/or replacement of filters and cleaning of evaporator andcondenser coils. The customer was advised that we would require thesedocuments to move forward with the claim, the customer sent over the same receiptfrom Al [redacted]i dated 1/31/2015, for the completed work.  Once we stated this to the customer they becamevery difficult to work with. We did try to explain that this is normal protocoland the sooner the customer provides the requested documentation the quickerthe process would be.We were also told that the Property Manager would be contactingus, but they could not supply maintenance records at that time either.  Select Home Warranty did express to the customerthat we would require the maintenance records to move forward.Please acknowledge attached copy of email & receipt ofservice, not maintenance.

Based on the diagnosis provided by the technician that was assigned to this claim they have informed us that the customer is in need of freon and that freon has been leaking. Based on section 6.3.6 (see below) of the customers warranty this is a non covered item. The cause of the unit to fail was a Freon leak.  The rusted coil caused  Freon to leak . Freon leaks or damages to a unit from freon leaks are not covered under the terms please see section 6.3.6 of the termsThis 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 has been explained/informed on several occasions that this is a non covered item.

The customer purchased the policy on 9/7 and placed a claim on 9/10. The customer policy was not active yet for claim. He has been refunded in full. Please see section 4 of the terms. 4. Term. The term of Your service contract, as set forth in this Agreement, shall begin thirty (30) days...

following Select’s receipt of all outstanding payments and premiums due to Select are received by Select (“Effective Date”) please add an additional 5 days for credit/debit card payments.

The Customer will receive a check for the refund as we tried to credit the original credit card and the payment has not gone through. It will be mailed on Monday Feb. 8. The customer will receive a confirmation email