Select Home Warranty

The customers check has indeed been mailed out their check number is #[redacted]. They should receive it within the next few days.

The customer has been refunded via credit card on 1/19/2016

Tell us why here...The customer originally placed their claim on 06/06/2015, wehad issues with the area the customer is located in, the technicians did nothave availability to service the customer, and we did suggest that the customersecure their own technician.The customer did get their own...

technician and they diagnosedthat the unit needed to be replaced and, the age of the unit is 13 years, therewas rust and corrosion, there is mold inside of the plenum and coils, theevaporator coils are also leaking, Outside unit needs to be upgraded to a 14Seer As old system is No longer available.Select Home Warranty advised the customer as per the Termsof Agreement that Freon, Freon Leaks and Damage due to Freon leaks are notcovered.  The customer then stated thatthe technician that they secured [redacted] Heating Inc, as well as the invoicethat was sent in by the customer was not true.The customer claimed that there was no technician that cameto their home, even though the customer sent us the invoice.  We contact [redacted] from [redacted] and he thenstated that the coils do not have a Freon leak, but all the information hepresented before was true and that the unit had shorted to the ground., needs anew contactor, capacitor, inside of the unit is rusted and has mold growth aspreviously stated.The technicians’ diagnosis the same as the original less theFreon Leak, the compressor being grounded is not a covered issue per the Termsof Agreement due to refrigerant/Freon being the leading cause of compressorsburning out the other is improper voltage.Select Home Warranty would also like to clear up the fact thatwe are a warranty company, not an insurance company, if the customer has anemergency or needs a system repaired or replaced they should move forward andwork out the details with us in the meantime.Select Home Warranty left off with the customer as they weregoing to review what was covered and not covered, they are more than welcome tocall Customer Service at any time to inquire what is covered and not.Please acknowledge the copy of the Common Causes of Burnedout Air Conditioners.

We are more than happy to assist the customer with their claim needs. Someone from our office spoke with the customer yesterday and informed them that it is taking time to have a technician dispatched to their home. The customer was offered to secure their own technician and submit a diagnosis for...

review. If the customer would like to go that route please let us know so that we can inform you of the secure your own technician process.

We have submitted the customers cancellation request. As soon as the customers refund check is issued it will be mailed out.

[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 although the form has been received, I am still waiting to be reimbursed.
Regards,
[redacted]

we did speak with the customer, they are going to forward over the records for review.

The customer placed a claim for his pool and we advised thatthe pool techs in our network, did not have availability to be able to servicehim right away.  The customer was advisedas per the policy that we offer an alternative for the customer, where they maycontact a local technician, have them come to the home and as the issue,give Select Home Warranty a call when the technician is there to make sure thework is covered by the warranty and submit the invoice for review.  Once we discussed this option with the customer as a resolutionto obtain service faster, the customer requested to cancel their policy withSelect Home Warranty.The customer should also take into consideration a warrantyservice works just like any insurance program, you pay for the time that youhave coverage, just like car insurance.  Inthe case you do not have an accident for the term you have car insurance, areyou entitled to a refund for those months that you did not have anaccident?  The customer had coverage withSelect Home Warranty and we did supply and alternative course of action andwere more than willing to assist the customer, but, it was their decision toend the relationship.

We did reach out to the customer and re-explained the policy limits and that in order to get a higher reimbursement we need maintenance records. The customer hung up on us.We have already approved the customer for the policy cap.

We have been trying to reach the customer but have not heard back. Please call Mr [redacted] at ###-###-#### for help.

[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]

The customer has been approved for an increase in their reimbursement. A revised form has been sent to the customer. As soon as the signed reimbursement form is sent back I can proceed with processing the customers new approved reimbursement.

I am satisfied since we received a credit from [redacted] card. Hopefully, it will remain a credit.  Thanks.

The customer had an ice maker tray that bucket. This is not a covered issue under the terms. The customer requested to cancel and the refund has been processed according to the refund policy. The customer was never promised $300 from our company. This amount is not possible as the customer paid $748...

for the policy and they had 20 months of coverage. A refund check for the remainder amount has already been processed.

Mr. [redacted] has spoken with the customer and they have agreed on a $150 reimbursement. As son as we receive the signed reimbursement form from the customer a check will be mailed out right away.

The customer was not promises a check as per the previous response, it states customer will be refunded directly back to their card, we never stated a check would be issued.The customer was refunded as per the Terms of Agreement, we have no reason to further contact the customer, if the customer has any questions or concerns regarding the refund theymay contact our customer service department.

Complaint: [redacted]I am rejecting this response because: I received an email from Select Home...

Warranty that the refund was processed yesterday. I do not have the funds yet and my bank does not see an income credit from Select Home Warranty at this time. I need real proof such as a transaction number that identifies the refund happening.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: the information I received from the salesperson, and in writing said my platinum contract covers air conditioning.  The document I received showed no delimiters, no exclusions.  I only received something saying freon is not covered AFTER the technician performed a diagnosis.  I have asked the business to cover the cost of a/c since air conditioning is not air conditioning without Freon!
Regards,
[redacted]

The customer was issued a refund directly back to their card on 2/09/2016.

We spoke with the cutomer. We have refunded both of her monthly payments back to her credit card. We have given her a full refund.