Select Home Warranty

The customer was approved for the maximum amount of reimbursement for this claim. We have reached out to the customer 3 times after getting the complaint. We have not heard back from the customer. If the customer wished to receive additional help, they can reach out too Mr [redacted]...

Complaint: [redacted]
I am rejecting this response because:  These are not clear limits in the slightest.  Stating that they only cover an item with 3 years of maintenance records is impossible and that is known to this company.  New home owners will not EVER have access to this on any item that is covered with a home warranty.  This is an extremely shady and dishonest effort at doing business by this "warranty" service company. 
Regards,
[redacted]

Select Home Warranty completely acknowledges the customersfrustration regarding this matter.We did provide coverage for 7 months and did reimburse fortwo separate claims, as per the Terms & Conditions which customer read,signed and agreed upon, we charged the cancellation as stated.  See Below:13.2. Cancellation by You.You may cancel this Agreement within thirty (30) days from the Order Date ofthis 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 beentitled to a full refund if and only if, no service has been provided underthe contract. After the thirtieth day, you may receive a refund pro-rated atthe non-discounted annual plan cost. A $75 cancellation fee will be charged andany service costs incurred by Select Home Warranty. Select Home Warrant has taken care of claim for the customerand did so until up to the time the customer requested to cancel, as we are abusiness we do have to adhere to our Terms of Agreement.We did hold up to our contractual obligation and, we haveanswered the customers question and tried to offer resolution.  We refunded the customer and he also placed acredit card dispute, which the bank is handling.

The customer was informed on July 18th that their claim for the A/c has been approved. We have made several attempts to provide the contractor with the approval so that they can go back and complete the repairs but they have not been responsive. The customer was informed of this on the 18th and they...

will be contacting their own technician to make the repairs. The customers has already been provided with the amount that has been approved towards their claim and they will provide us with an invoice once completed so that we can reimburse them for the repairs. We apologize for any inconvenience the contractor may have caused.

Complaint: [redacted]
I am rejecting this response because:This is the same response...

they gave me previously, and is not acceptable. The business was highly unprofessional and misleading, and are refunding a different amount than what is owed. This is not a simple policy cancellation. The company did not uphold their end of the contract, therefore we should be refunded the full amount of unused services for the months we did not use, and no cancellation fee should be taken from that refund. They are trying to refund far less than what they owe, and have been highly unprofessional and systematically misleading and dishonest.
Regards,
[redacted]

We did speak with the customer and we have let them know they can call the garage door tech to set and appointment.

Complaint: [redacted]
I am rejecting this response because: You agreed to fix the issue, but this issue has not been corrected. The companies answer to me was that there is no one available in my area. You continued to place me in a stand still for months with nothing being done. You fail to see that this issue has been on going since February and your company has failed to comply with what I have been told. I was told it would be fixed, then there was an issue with the contractor. Then another one was to be issued which never got in contact with me. Then I was told due to inconvenience I would receive the check for the cost of the repair so I could call my own contractor which never happened. Then I was told to pay for it myself and you would reimburse me then. Seven months later and hours spent getting in contact with your company and nothing being accomplished I don't trust anything you say. I was told something would happen and it didn't. I would have canceled in February had I known this was going to happen this way. 
Regards,
[redacted]

We did speak to [redacted] of [redacted] and they are going out to the customer.

I am rejecting this response because: the address is [redacted]. I don't know if the fact that you have it as two words, not one will make the difference or if that is why it came back to you. I will wait a week to see if I get the 2nd check. I don't know how to get my money from Paypal. I've only used it to buy things.

We spoke with the customer and for the inconvenience we are giver her a full refund. We are sending a check for $375. Please allow 7-10 business days for this check to arrive.

We did reach out tot the customer. As per the terms units that have had previous repair are not covered under the terms. Please see section 9.1.2 of the terms This Agreement does not cover any systems or appliances that have had previous repair

We spoke to the customer and the technician to assist with the appointment.

Complaint: [redacted]
I am rejecting this response because:I do not accept [redacted] as per my conversation with Select.
Regards,
[redacted]

The customer was informed that the cancellation policy isper the Terms of Agreement.See Below: 13.2. Cancellation by You. You may cancel thisAgreement within thirty (30) days from the Order Date of this Agreement, as setforth on the schedule page accompanying this Agreement. In the event you cancelwithin the thirty (30) day period, the You shall be entitled to a full refundif and only if, no service has been provided under the contract. After thethirtieth day, you may receive a refund pro-rated at the non-discounted annualplan cost. A $75 cancellation fee will be charged and any service costs incurredby Select Home Warranty. The customer paid for two policies totaling 1400.00, that is700.00 per policy for two years.  We doadvise that once a customer cancels they are subject to a pro-rated refund, thecustomer purchased the policy at a discounted rate.  When a refund is issued it is calculated at anon-discounted rate as per the Terms of Agreement.  The cancellation also includes a 75.00cancellation fee per policy, this is all stated in the Terms & conditionswhich is provided to the customer which they review initial, sign and send backto Select Home Warranty stating that they agree to the terms.The customer was charged as follows:9 months * 42.00(non-discounted rate) = 378.00 * 2(2policies) = 756.00 75.00(Cancellation Fee) * 2(2 Policies) = 150.00756.00 + 150.00 = 906.00 + 100.00(Claim paid out forplumbing 2/23/2015) = 1006.00 1400.00 (Customer Paid) – 1006.00(Cancellation Fee) = 394.00Refunded to Customer

Photographs were received after the customer spoke with Brad and after reviewing the customers claim and photos received their claim has been denied as the water heat was leaking. The customers claim has been denied. No additional funds due at this time.

Per our conversation we have had representative contact the customer to help resolve their issue regarding the reimbursement on their claim. The customer sent us an email on 9/24/17 regarding the reimbursement towards his dishwasher. A representative responded on 9/25/17 informing the customer that we do need a copy of the invoice in order to proceed. At this point we are willing to waive the reimbursement form signatures and issue their check right away all that we ask is that the customer provide proof that the repairs were completed. We are not looking to delay the process any longer and would like to have the customers concerns resolved as quickly as possible.

I am rejecting this response because:
I spoke with Select Home Warranty again and they still refuse to provide any substantiation of the value they are assigning my dishwasher.  They did...

not repair and will not pay for a "builder grade" replacement dishwasher as outlined in the contract.  They are instead saying that the "depreciated value" is only $150 (recently increased from $120), but will not provide additional information on how they arrived at this number.  If they are allowed to avoid paying for repairs/replacements without any substation or defined means of arriving at the depreciated value, there is no way to know what level of insurance you are purchasing for your appliances.  Ultimately, if the repair cost ends up higher than they want to pay, then Select is able to just make up a number and tell you that is the "depreciated value" of your appliance.  This leaves the insured party with no recourse or means to achieve resolution to a dispute.

The customer is not due a full refund. He has been refunded according to the policy terms. The customer had a claims issue that was not a covered issue and we did offer a good will reimbursement. The customer declined the reimbursement and decided to cancel. They are not due a full refund.

[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 will cause me the least amount of stress and time spent away from my family trying to get a company realize they are absolutely in violation of our contract. If an air conditioner is covered under living areas then outside is a living area as defined by your contract. When I brought this up I was told, "that's because an air conditioner has components that connect inside." When I pointed out so does our electrical system and therefore should be covered under the same inclusion I was told "it's not the same." How exactly is this different when we have outlets on the inside that are on the same circuit as the outside outlets? This is clearly a company who is trying to avoid their contractual obligation. I also don't appreciate the intimidation tactics used by Mr. [redacted] when I told him I would be exercising my first amendment right to share what a terrible experience we have had with this company. I was told, "we will bring a lawsuit against you." I'm not sure how a company that can't even properly write a sentence (the response to this complaint was littered with grammatical and spelling errors) can really understand the language of their contract to make the determination about whether outside is covered in "single family dwelling" and "living area of the home." They don't even know what section of the contract defines a single family home. I had to correct 2 different people that it was section 3 not 2 and Mr. [redacted] had the audacity to argue with me that it is section 2. He then realized I was correct it was section 3 and offered a very snotty, "sorry."I have never experienced such poor customer  service; I had to leave 4 messages for Jarmel and send an email to someone named Kendra before receiving a call back and people I did speak to were rude and constantly interrupted me. I hope the $125 that you're refusing to pay out is worth a loss of future customers. We are planning on moving again in the further and I would NEVER use this company again. You need to do some serious customer service training. I expect a check in a timely manner.
Regards,
[redacted]

The denials were in line with the terms of the policy. The refund policy is also clear and is on the website. There are no more funds due at this time.