Select Home Warranty

Complaint: [redacted]
I am rejecting this response because:
We have not received any type of contact from Select Home Warranty indicating they are sending a refund, nor have we received any contact from them at all. 
Regards,
[redacted]

Select [redacted] Warranty has bee in contact with the customer to try and resolve the issue, we have reached an agreement and have sent the customer a Reimbursement Agreement form.We have received the form as of 04/07/2015 and advised the customer that the check will be mailed on Friday, April 10.

Complaint: [redacted]
I am rejecting this response because: Can the company please provide an estimated time when I...

should be receiving the remnant of my money?  Knowing this company it may not be anytime soon this year.  I've been waiting since last year October for the $150, dealing with their lies and deceptive antics.  It's not even about the money anymore.  It's about being a professional and treating your customers with dignity.  There's nothing satisfactory to me about this.   I was deceived and scammed.  Now please can they tell me when I should be receiving the remnant of my hard earned money.    I will be off work at the end of this month, and I will then have the time to get the word out on this company.  So I recommend they have my money back to me within the next 7 days. Regards, [redacted]  
Regards,
[redacted]

We did approved the customer ac claim.

Select Home Warranty determined that the customers' dishwasher was not cost effective to repair, due to it being 15 years old.The customer has been advised that the unit is not worth repairing as it quite old, and we will offer the customer an amount of todays market value, minus the cost of...

repairs, which leaves an amount of 125.00

Complaint: [redacted]
I am rejecting this response because:
The rate we purchased came to $1,499.99. This was not a discounted rate in 2014. It was the annual charge quoted to us by the salesman. We were to be given the...

sixth year free because we paid all five years at one time. Where they came up with the prorated nonsense is beyond me. [redacted] was the salesman in 2014. Select Home emailed a five page agreement to us. We signed five pages and emailed those pages back to him. Can Select Home provide a signed page six to us. Our 13.2 paragraph does not include this language.
Regards,
[redacted]

We will have a technician dispatched again for the customers A/C claim. We will not be able to waive the service fee again. The first claim filed was approved for repairs. The second claim filed the customers fee was waived. For the third claim we will not be waiving the service fee. Once a...

diagnosis is received we can proceed accordingly. No additional funds due at this time.

Tell us why here...Select Home Warranty has explained to the customer that they have an amount of 357.06 left on their contract  for plumbing repairs.See Below: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.

I am rejecting this response because:
His response completely disregards the fact that the service I received, or lack thereof, was negligent.  In my original request for service on Nov 26, 2014,  no service was received.  In my follow-up call made 11/29, I was told that I would have a service call dispatched by 11/30, but again, there was no such action taken.  I called on 12/1 and finally had a service technician dispatched on 12/2.  This technician looked at the problem but was unable to obtain authorization to do the work because Select Home Warranty wouldn't call him back.  I also called to inform Select Home Warranty that the technician was unable to proceed without authorization and requested that a manager call back as soon as possible since the technician was waiting at our home. After an hour of waiting for the phone call, the technician left and told us to call back if we heard from them.  I called them again 12/3 and was told that Select Home Warranty was waiting to hear from the service technician in regards to the service call.  I informed them that the technician had called them for authorization, in front of me and that no one called him back. They apparently had no record of the call being made and said that someone would be calling me back.  I called again on 12/5, and was informed that I would be receiving a phone call.  At this point, I was tired of getting the run-around and decided it would be best to cancel my policy.  I sent an email that day.  I still hadn't received a single phone call from Select Home Warranty in reference to my initial service requested on 11/26 and felt that this was representative of the company's service and I had no interest in continuing to do business with a company like this.   On 12/10 I received an email (attached) stating,  "We have recieved your request for cancellation. Your policy has been canceled and your refund is being processed. Depending on your financial institution it may take up to 30 business days for the funds to show on your statement."I immediately responded, because they didn't have my financial institution information in order to issue payment. I never received a response to this email.  On 1/9 (Note: this is already past the promised 30 days), I called [redacted] (self-proclaimed manager) to check the status on my account and was informed that someone would contact me in the morning. Again, I received no such call.  I called on 1/15 and was told, by [redacted], that no refund amount had been determined as of yet.  I asked to speak to a manager and was told that she was the highest level manager on duty at that time but she would have someone call me back. My first contact with [redacted], who also claims to be a manager, was on Jan 26th.  He was able to waive the cancellation fees that were supposed to be charged to me and informed me that a check would be issued in the amount of $317.  We discussed the address that the check was to be mailed to during this phone call.  I asked for his contact information, since [redacted] had been the only person to truly help me since this whole process started.  On 2/5 (a full two months after my original cancellation request), I called to get an update but was unable to connect via telephone.  I sent an email to [redacted] and was informed that the check would be mailed the following Tuesday.  Since I knew we had previously discussed the property address, I didn't realize that the "billing address" Select Home warranty had on file was anything other than the property address.  On 2/19, I still hadn't received my check so I sent another email. I also called the billing department to see if someone there could tell me more about my check.  Dan informed that the check had been mailed to an address that I hadn't lived at since I took possession of the covered property in 7/2014.  At some point after my phone call with Dan, I received a phone call from [redacted], where I was told that it was my fault that the check was mailed to the wrong address because I failed to respond to his message regarding the "billing address" they had on file. I have attached the full email string containing communications between myself and [redacted].I have also attached my communication log, for ease of understanding.

The customer placed a claim for the garage door on 4/21/2015for the Hot Water Heater, the customer stated that they have their owntechnician that they would like to use, and requested a confirmation emailstating that they could do so.  We didexplain that the customer can get the work done and...

submit the invoice in forreview.On 4/27/2015 we received the customers invoice via fax,Select Home Warranty did review the invoice and contacted the customers’technician to obtain more information regarding the breakdown of the unit.  The technician Andrew N. stated that the hotwater heater is over 10 years old and the control module was shorted out whichcaused the failure.   The technician stated he was not sure whatcause the control module to go bad.  Select Home Warranty reviewed the matter further and lookedinto how much it would be to replace the control module, which was the mainfailure to the hot water heater.  In theevent there is a part that should be replaced we offer the customer the valueof that part.Select Home Warranty offered the customer the price for thecontrol module for reimbursement.  We dounderstand that the customer does not agree with the determination.The customer will be contacted by Select Home Warranty todiscuss the matter further and finalize their cancellation request and see if wecan come to a resolve the customer will be satisfied with.

The customer placed a claim for their washing machine on04/29/2015, the customer was not happy with our service at first and we advisedthe customer that claims usually take 24-48 hours to assign a technician.  The customer was assigned a company thatstated that did not work with us before but...

had done work with another HomeWarranty company and had not been paid.  The customer agreed to get their own local technician to goout and take care of the issue. On 4/30/2015. Select Home Warranty spoke withthe customers’ technician and they stated that the Washers; gear case wasleaking oil over the other parts and the Drive Motor that failed.  The Washer needs extensive repairs from theleaking oil that has damaged the main components.  The customer stated that the bearings wentbad and caused the leak.  Normally when there is a leak out of the gear case thatcaused all the parts to go bad, it is not covered by the warranty, we covermechanical failures, not leaks from water or oil. Select Home Warranty didexplain this to the customer.The customer request to for a refund due to the outcome of theclaim, the customer purchased the policy 08/2014 and has had coverage withSelect Home Warranty during that time, we are unable to offer the customer afull refund, because they disagree with what is covered and not covered.Select Home Warranty will issue the customer a pro-ratedrefund per the Terms of Agreement, we have also fulfilled our contractualobligation in regards to the claim for the washing machine.

Complaint: [redacted]
I am rejecting this response because:Reimbursement was not provided for agreed upon electrical and heating systems problems. 
Regards,
[redacted]

We did speak with the customer and have assisted with a  reimbursement for the claim.

Select Home Warranty will be contacting the customer directly as they have cancelled the policy twice once in writing and again verbally and have changed their mind.  We will finalize how the customerwould like us to proceed.  We will also go over the coverage of primary HVAC units and...

secondary heating units, which was the original issue that prompted the customers dissatisfaction with Select Home Warranty.

A full refund has already been issued. The customer should be able to view this refund on their credit card statement within the next 2-3 business days.

According to our records we have not yet received the requested documents. Please advise if they have been sent yet for review? We will require those items in order to proceed accordingly.

I am rejecting this response because: Any contractor is capable of making a mistake, as in my case, no matter how many years Select Home Warranty has dealt with them.I called to notify this company the contractor installed the incorrect heating elements in my dryer, causing it to overheat and scorch my clothing.  When I called them,  an oriental lady said she'd call me back because she was driving.  I waited two days, she never returned my call.  I called the following week-and was told the contractor would be out in two days.  He never showed up. I missed work for no reason waiting on him.  Would you not be frustrated in my position?Finally, after two weeks of no contact and no shows from your do-no-wrong contractor I finally got a live person on my fourth call.  My frustration was obvious with the oriental lady when I asked her why she never called me back, and why the contractor stood me up.  As a former customer service rep, I am highly trained to never, ever hang up on a customer.  I am trained to offer support and empathy and to apologize for any delay  This oriental lady HUNG UP ON ME.  That is ground for  immediate termination for the company I work for.I never got a chance to be rude, however, I sure would have appreciated the opportunity.  This company you contract with is rude to their customers, does not do a good job, does not return calls or voice mails, and stood me up.  But you paid them?  Why? I called and advised you immediately they did not do the repair correctly.  And, I wrote them a check for $45 which I'm out.  An overheating dryer is dangerous and this company put my property and myself  at great risk.  I am thankful I smelled something burning.Now, you tell me why you would want a contractor such as this on your list of approved contractors and brush the blame off on me by stating I was rude to them?   If I was, they certainly had it coming.  Secondly, my complaint about a full policy refund was NOT addressed and I refuse to pay any $75. "processing" fee.  I feel a class action lawsuit based on your over 400 complaints alone for 2015 may well be in order at this point and the Attorney General is my next step.

Complaint: [redacted]
I am rejecting this response...

because:I was told full reimbursement of $335.00 was approved. How would I have 3 years of full maintenance records when I have only owned the house for 1 year. I was alao never told at any piint in a phone conversation that I would have to provide maintenance records.  I never had any issues with prior warranty company and this transaction has been very frustrating.  No issues taking care of me to sell me the warranty but major hassel to get repair covered. 
Regards,
[redacted]

We do apologize and will remove you from all contact lists.

We did speak to the customer, they do not want to cancel. We have scheduled a tech to go out Monday 11/7