Select Home Warranty

Select Home Warranty has issued the full refund on 04/06/2015 back to the customers credit card.

We did speak to the customer and the refund check has been sent.

We did reach out to the customer a few times but have not heard back. The customer has a issue with the shingles on the roof. Shingles are not covered under the terms.  Please see section 6.4.2 of the terms.This Agreement does NOT cover the following list of modules, components and parts...

relating to roof leaks: (i) patios; (ii) porches, (iii) decks; (iv) metal roofs; (v) foam roofs; (vi) shingles; (vii) cemwood shakes; (viii) cracked and/or missing material; (ix) tiles; (x) tar and gravel; (xi) flat or built-up roofs; (xii) structural leaks; (xiii) asphalt; (xiv) gutters; (xv) downspouts; (xvi) skylights; (xvii) flashing; (xviii) patio covers; (xix) solar components; (xx) attic vents; (xxi) roof jacks; (xxii) satellite components; (xxiii) antennae; and (xxiv) chimney components.This Agreement does NOT cover repairs requiring partial or complete replacement of the roof. We did go above the policy terms and approve a good will reimbursement for the customer for $125.

The customer was refunded for both of their policies on 04/09/2015, the customer was issued a non-discounted, pro-rated refund as per the Terms of Agreement.

We do apologize  for the experience. The customer has already requested to cancel  and has been mailed a refund check.

Complaint: [redacted]
I am rejecting this response because:I have reached out to Mr. [redacted] as directed in the business...

response.  I have called multiple times each day and left a voice message each day - 6 messages total.  Mr [redacted] has not returned my phone calls to the number I have been leaving on my voicemails.  He has called my husband's cell phone twice, but my husband is a surgeon and cannot pick up calls during the day as he is in the operating room.  I have stated this in my voicemails to please call me at my number (###-###-####), but have not received a call.
Regards,
[redacted]

Select Home Warranty has issued a check in the amount of 285.00 on 07/22/2015 and will mail another check in the amount of 180.00 on Friday, August 14 for a total of 465.00 refunded tot he customer.

The customers reimbursement check will be issued and mailed out this week. No additional funds due at this time.

Select HOme Warranty has been in touch with the customer on 04/14/2015 and sent the customer a reimbursement agreement for 150.00, as soon as it is returned, Select Home Warranty will expedite the payment process.

The customer placed their claim for the unit no cooling on06/07/2015, we sent the customer an email requesting more information on theunit.  The customer replied on06/08/2015, and was upset that we required additional information as we requestfrom all of our customer to make the job easier on...

our technicians as they havemany customers to service and the more information we are able to provide thebetter prepared they can be.ON 06/11/2015 the technician called us to state that thecustomer had a kink in their drain line, it was fixed and the unit is now inworking order.  Our policy stated toallow 24 – 48 hrs for a technician to be in touch with you and arrange for anappointment. We did provide the name and number of the technician on06/08/2015, the same day the customer stated the temperature was rising, we didnot stop the customer form contacting the technician and making an appointment,we provided the information in less than 24 hours.Select Home Warranty has exceeded its warranty practices,and if the customer was not able to secure an appointment sooner than06/11/2015, that is not the fault of Select Home Warranty.

When a claim is placed the customer gets a claim number. Please provide this claim number.

Complaint: [redacted]
I am rejecting this response because:I have not received an updated reimbursment agreement with the updated claim amount. 
Regards,
[redacted]

On march the we mailed the check to the address we have on file. The check was sent to the wrong address. We have reissued a new check to the new address.

The customer placed a claim for a ac. The diagnosis was a Freon leak in the coil. As part of the terms issues like this are not covered. Please see section 6.3.6 of the policy,  This Agreement does NOT cover window, wall or zone systems or portable air conditioning units. This...

Agreement does NOT cover (i) air filters; (ii) Freon; (iii) Freon recapture; (iv) geothermal systems; (v) gas or propane air condition systems; (vi) air filtration systems; (vii) humidifiers; (viii) registers; (ix) grills; (x) stands; (xi) jacks; (xii) condenser casings; (xiii) pads; (xiv) vents; (xv) flues; (xvi) clogged lines; (xvii) condensation leaks; (xviii) mismatched systems; (xix) damaged ducts; (xx) improper wiring; and (xxi) improper piping;(xxii)freon leaks;(xxiii)damage caused by freon leak.

Complaint: [redacted]
I am rejecting this response because:regarding pool pump: the over all cost of the pump was almost $500. you originally denied the claim. Then I battled with your manager and escalation dept and after much discourse and push back I finally got a "one time" $150 blanket reimbursement. Dont act like this was generous on your part. If I hadnt gone to all that trouble I would have gotten nothing. It is still no where close to the entire cost of the pool pump. regarding the a/c...yes the part was covered under manufacturers warranty but why not the labor? My claim was only for the labor costs. I was told this warranty covers parts and labor. This one seems so simple and it is not expensive yet you still dont stand by your sales offerings dooping customers into a false sense of being protected. This is why I am pursuing this complaint.
Regards,
[redacted]

Regardless of the diagnosis received the technician at the end indicated that the unit is not worth repairing because it is 11 years old. The customer was offered $350 towards the replacement unit per section 8.3 of their warranty. No additional allowances will be issued.

Complaint: [redacted]
I am rejecting this response because:
They called me to say they would give me $150 if I stopped pursuing the claim. I was told I would have an email within 40 minutes, but I never received it.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It is apparent to me that the company does not want to rectify this situation to the consumers satisfaction or make any remediation in good faith.  Please mark this complaint as closed with the complainant unsatisfied with the results and F rating (or the lowest rating) for this complaint.
Regards,
[redacted]

The customer tried to place a claim before the policy was effective. We have refunded them in full.

We spoke with the customer and apologized for the situation.