Select Home Warranty

THe customer was already refund a total of 262.15 on 1/18/2016, the cusotmer also has a dispute case open with their credit card company.

Select Home Warranty did advise the customer that we did not observe that the policy was already expired at the time we submitted the claim, we do apologize for the inconvenience.We are unable to dispatch a technician in the case of non-active policies, again, we do apologize it was not caught at...

the time the claim was placed.

Mr. [redacted] has been reimbursed 400.00 for his stove & dishwasher and has been credited on 9/19 the amount of 939.00. Select Home Warranty would like to apologize for any misunderstanding or inconvenience in the repairof his appliances.

Complaint: [redacted]
I am rejecting this response because:1. The appliance are covered under the warranty.  That would include the vent.2. We were NOT informed of $30 left.  We were told that a they would only pay $150 for the second claim on the AC then they retracted it.  The reasoning they were stating is a Freon leak but two AC companies stated that was false.  The third claim on the AC they didn't even bother with any type of communication so that claim was never resolved. 
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.
Regards,
[redacted]

Select Home Warranty would like to apologize to the customer for any misunderstanding, we do have their reimbursement form and will be mailing a check out priority mail. on Tuesday, November 17.

The customer cancelled their warranty before we could finish reviewing their A/C claim, which was approved and before we could get a technician to the customers' home for the plumbing issue.We advised the customer to get a local technician for the HVAC claim because the technician we assigned could...

not make it our for a few days, we thought if the customer got someone local they could have their issue addressed as fast as possible.s fast as possible.The customer put in their cancellation, but it will be according to the Terms of Agreement, we tried to satisfy the customer, but, they did not allow us any time to review or assist in any of the matters.

Select Home Warranty has requested for the customer to send in pictures of the unit as well as maintenance records for the HVAC unit, so that we may move forward with the claim, we have also advised the customer that their policy has not been paid in full at this time, we are also waiting for a...

payment update as well.

Our dispatch team is currently working and getting a technician to the customers home ASAP. Someone should be in touch with the customer shortly.

[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:
Since it's clear Select Home Warranty will not honor the terms of their own contract which requires only 3 years of maintenance records which have been provided, I have reviewed the response made by the business in reference to complaint ID [redacted], and accept their offer of $150 in settlement.

We did speak with the customer and explained this is not a covered issue. They have canceled  the policy and we have waived the cancellation fee.

Complaint: [redacted]
I am rejecting this response because:Yes they did reach...

out to me and left an email; however, I have made several (8)calls to them over the course of this week with my calls either being disconnected after waiting for 2-3 minutes, not connecting at all, or me leaving a message and NOT receiving a call back as their voice mail claim will happen.  With each voicemail, I've left a detailed message and notifying them I'm documenting each call.  My calls went to ext 5030 per their request and I've left message for Mr. [redacted] and someone named Eli.  Today, (8/6) I spoke with an Ali who stated the person with whom I need to speak to with is currently unavailable and she'll give the message to call me back.  I have NEVER dealt with such lack of customer service for a paying consumer in my years of being an adult.
Regards,
[redacted]

The check has already been mailed out the customer should be receiving it within the next few days. At this point in time USPS is in possession of the envelope and will deliver it to the customer shortly.

Select Home Warranty uses an automated system to charge payments, we do not entered the card number manually every month to charge the payment.If an automated system charges the card it is using the information originally entered, if the funds are not available at the time, the charge comes back declined.One the charge is made from Select Home Warranty it is sent tot the customers bank and the bank then in turn checks to see if the amount that is charged is available in a customers account, if the funds are not available the payment is then declined, as in this case.The customer updated his payment information on 09/29/2014, we were able to secure payments on 10/11/2014 and 11/11/2014, when we charged the card on 12/11/2014 & 01/11/2014the payment came back declined. If we entered the number wrong the first time we would not have successfully charged payments in September, October & November.

We spoke with the customer and waived all the cancellation fees. He will be getting a full refund by check. Please allow 14-20 days to arrive.

Select Home Warranty has contacted the customer to finalize the refund, they will be emailing their credit card information then we will be able to proceed

Select Home Warranty advised the customer that their unit is still under manufacturers warranty and at this time the customer would have to contact the manufacturer

The customer has already been reimbursed $500 for that ac claim and then the customer canceled the policy. We have already mailed the customer the refund check there are no more funds due to the customer

The customers warranty contract was really $399.99. Since the sales representative sent the customer a contract with the wrong amount and did not send them an updated contract we will therefore honor the $199.99 contract that the customer received. We are currently processing a $200 refund check to this customer for their warranty term. We are currently unable to issue the $200 credit directly to the customers credit card as the customer purchased their contract over a year ago. If the customer wishes to renew their contract with Select Home Warranty going forward it will be at the $399.99 price. As soon as the customers refund check is issued it will be mailed out to them. No additional funds due at this time.

We did speak with the customer. we have waived all cancellation fee in regards to the refund amount.