Select Home Warranty

Since I reported this case, Mr. [redacted] from Select Home Warranty contacted me and told me that he will send us a check of $200.00, when their contractor...

quoted for $453.46. I told him that I will talk to another contractor and decide the amount after that.  I called [redacted]. Since it was a Gas related problem, I wanted to repair it by a reliable contractor. I gave the contract to [redacted] for $578.80 and requested Mr. [redacted] to send me a check of $453.46 as quoted by their contractor. Mr. [redacted] called me and told me that they will not pay for the valve, since valves are covered in the contract. I went through my contract. My contract did NOT exclude the valve that I needed. I informed that to Mr. [redacted] in an email. Mr. [redacted] of Select Home Warranty who had the same phone number and extension as Mr. [redacted], sent me a sub-section of a contract where they excluded all valves. My contract did NOT match to their subsection. I informed Mr. [redacted] the difference. Since then I have not heard back from them. IN SUMMARY, THEY HAVE NOT PAID ME A SINGLE PENNY FOR THE REPAIR, EVEN THOUGH IT WAS FULLY COVERED BY MY CONTRACT.

I am rejecting this response because:
This company still has not paid $250 for the claim I filed and they agreed to reimburse me for a measly $250 although they agreed in writing to do so and I sent my invoice to them

The customer has already been approved for $125 towards the parts on the stove claim. As per the customers contract labor/installation is not covered. Once the repairs are completed the customer was informed to submit receipts so that the $125 reimbursement can be processed.

[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]

A technician has been hired to go to the customers home to obtain diagnosis. Until an official diagnosis is received we cannot agree to make any repairs on anything. A formal diagnosis is required to find the cause of the damage as well as the issue and we will  then review and advise accordingly. As previously stated any maintenance related issues will not be covered. Until a formal diagnosis is received we cannot advise as to any approvals on the customers claim.

Revdex.com:
I have reviewed the response made by the business in reference to my complaint ID [redacted], and find that this resolution is  satisfactory to me.
Regards  [redacted] 
[redacted]

Select Home Warranty had already reached an agreement with the customer on 07/30/2015, the customer was informed that a check was mailed

Select Home Warranty is not an insurance company, we do not reimburse for spoiled for, we warranty repairs on mechanical components of appliances and systems in the home.We have sent the customers information for further review on the claim, we will contact the cusotmer on 8/28/2015, the customer must be willing to discuss the matter and not hang up on our Manager.Select Home Warranty does understand the matter and are more than willing to assist the cusotmer, but, they will have to be willing to discuss the matter.We do understand the cusotmer is frustrated and would like to apologize for how this matter was handled, we would like to ask for a chance to resolve this issue.

The customer placed a ac claim before he was effective for claims. We dispatched as a good will because the customer threatened to call the Revdex.com even though his policy was not effective. His other two issue he had fell outside of policy coverage.We have processed a full refund back to the customers...

credit card. Please allow 1-3 business day to post to the account.

The customers refund check has already been mailed out check #[redacted]. They should be receiving this within the next few days.

[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]

We have already spoke to the customer. We have waived the cancellation fee for the refund.

Complaint: [redacted]
I am rejecting this response because:
The company told me the...

March payment didn't apply to my contract that is why I could not get service in April, I also authorize a charge for March 10th and the company charged me on March 9th after telling the agent to not start until March 10th. I'm not request refund for April because is when the company said my policy started from But as for my March payment once again the company said that didn't apply to my contract.
Regards,
[redacted]

We have spoke to the contractor

The customer was advised that the "VALVES" are not covered per the Terms of Agreement.See Below:9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair ment as a result of improper installation, previous repair, damage caused by any...

construction activity, improper wiring, inadequate or 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. You are responsible for providing maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, knobs and buttons, door seals, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise, refrigerants, valves, dispensers, installation, electrical failures.The customer placed the claim for the HVAC System on 08/24/2015 - the customer stated that they have the work done and would be sending the invoice an proof of payment in the mail.on 09/2/2015.Select Home Warranty was contacted by the customer on 09/30/2015 and they inquired if we received the invoice, we advised the customer that we had not received the invoice via mail.The customer was advised to fax or email the invoice and proof of payment, we received it on 10/07/2015, we did request maintenance records and pictures.  the customer provided records of another property [redacted]Please acknowledge the attached records for [redacted]We have advised the cusotmer that we would be more than happy to move forward with the claim once we have the proper documentation.

We will proceed with cancelling the customers contract as requested. The customers contract will be cancelled per section 13.2 of their warranty. Unfortunately, they are not eligible for a full refund as they purchased their contract in January and are only eligible for a full refund within the...

first 30 days. As soon as the customers refund check is issued it will be mailed out to them.

Complaint: [redacted]
I am rejecting this response because: In the policy holder agreement in Section 6.2.2 Oven\Range\Stove Top, This Agreement covers all modules, components and parts of the gas or electric oven, range and stove top necessary to the functionally of the oven, range and /or stove top. The oven door is a component part that is critical to the functionally of the oven.
Regards,
[redacted]

The customer has already been approved for the policy max. We have not done anything outside the policy terms.

Select Home Warranty acknowledges the Customers’ complaint on coverage for the Refrigerator.On 09/30/2014 customer called in to submit a claim for a leaking refrigerator, customer service representative advised customer that perour Terms & Conditions we are unable to cover the...

repair.See Below:6.2.1 Refrigerator. This Agreement covers one (1) refrigerator located within the kitchen of the covered home. ThisAgreement covers all modules, components and parts of the refrigerator necessary to the functionality of the refrigerator. This Agreement does NOT cover the following list of modules,components and parts relating to the refrigerator: (i) ice makers; (ii) icecrushers; (iii) beverage dispensers;d (iv)freezer parts and components whichare not essential to the refrigerator unit as a whole(v)freon(vi)freonleaks;(viii)damage caused by freon leak(ix)leaks(x)sealed system.Customer, then sent in an email on 10/1/2014 and stated that the actual issue was a manufacturers’ defect and order the part, ad per theterms of agreement, we are unable to cover the repairs.See Below:9.1.5. Manufacturer’sDefect. This Agreement does not cover any system or appliance that has malfunctioned as a result of the manufacturer’s defect, recall and/or defectivematerials or parts. On 08/21/2014, customer placed claim for the dishwasher, there is a limit of coverage for appliances as per the Terms & Conditions,which we did explain and covered a portion for 150.00, on 8/22/2014 when we received the diagnosisSee Below:10. Select’s Liability.10.1 Dimensions,Brand and Color, Limits. Select will not be responsible for matching a systemor appliance’s color, brand, or dimensions and only is responsible forrepairing and/or replacing systems or appliances of similar capacity andefficiency. The following guidelines will be implemented to provide arepair/replacement allowance. For heating or cooling equipment (hvac), in thefirst three months of coverage a $500 repair/replacement allowance will be paidto the customer. This repair/replacement allowance will increase to $1500 afterthe first three months of coverage. For appliances, plumbing and electrical(non-heating or cooling) in the first three months a $150 repair/replacementallowance will be paid to the customer. Select Home Warranty has filled all contractual obligation regarding the repairs for both of the appliances. We would be more than happyto cover any repairs as long as they fall within the terms of the agreement.We have received a signed copy of the agreement on 7/30/2014, which was provided to the Customer for review and outlines thecoverage.

Tell us why here...On 12/01/2015 the customer placed a claim for a [redacted]on 12/01/2014, the customer did state that they noticed the issue aroundthanksgiving.Select Home Warranty will acknowledge that we were lookingfor a specified Wolf Authorized Technician in the customer area, we did not...

haveany technicians that were available in their immediate area.We did advise the customer that they did not report theissue within 3 days of discovery of an issue with any appliance or system, andat that time we would not be able to move forward, as per the Terms ofAgreement.  We do apologize that we didnot discuss that with the customer when the claim was initially filed5.4. Non-EmergencyClaims. To make a claim for repair you must contact Select within 3 daysfollowing discovery of the malfunctioning and/or inoperability of the system orappliance.The customer placed a claim on their fridge and stated thatit was leaking, normally we do not send technicians out for leaks of any kind,as stated on the Term of Agreement, but, we try to go above and beyond toassist our customers.The technicians’ diagnosis was that the fridge was that thefridge had a drain clogged, leaking water and low on Freon, these are issuesthat, unfortunately, we do not offer coverage for.6.2.1 Refrigerator. This Agreement covers one(1) refrigerator located within the kitchen of the covered home. This Agreementcovers all modules, components and parts of the refrigerator necessary to thefunctionality of the refrigerator. This Agreement does NOT cover the following list of modules,components and parts relating to the refrigerator: (i) ice makers; (ii) icecrushers; (iii) beverage dispensers (iv)freezer parts and components which arenot essential to the refrigerator unit as a whole(v)Freon(vi)Freonleaks;(viii)damage caused by Freon leak(ix)leaks(x)sealed system.Select Home Warranty did offer the customer a 150.00courtesy payment towards the repairs for their stove, the repairs for thefridge fall out of the scope of anything that is covered in out Terms &Conditions.We have filled our contractual obligation regarding bothclaims, the customer may contact us regarding their cancellation request.