Select Home Warranty

The customer had refused the initial offer of paying for part of the cost of the replacement parts. Upon declining our offer the customer requested to have their contract cancelled which we had done so. This customer is not entitled to any additional funds as they refused all offers made towards their claim. As soon as their refund check is processed it will be mailed out.

Please see attached signed customer contract. The customer has been informed that they were approved for the maximum allowance on their claim per section 10.1 of their warranty. The customer was unable to provide us with three years maintenance records. As a courtesy we did increase the customers...

allowance from $150 to $200. In order to proceed with the claim the customer will need to provide us with a paid invoice as soon as the repairs are completed. Once received we can have a reimbursement form sent to the customer for signature so that we may process their check. No additional funds due at this time.

The policy has been cancelled and we have refunded the payment.

Complaint: [redacted]
I am rejecting this response because: the aforementioned 'contract' exclusions Select Home Warranty refers does not apply to this warranty policy. I was verbally told by Select Home Warranty staff that the “Platinum Care warranty with salt water pool coverage” purchased included the following items (also provided in writing with no exclusions): “Refrigerator, plumbing system, plumbing stoppage, microwave oven(built-in), heating system, water heater stove/oven, clothes washer, clothes dryer, A/C, Cooling, garbage disposal, garage door opener, electrical system, ductwork, dishwasher, cooktop, ceiling fan” and “roof leak protection.” I did not receive, nor sign, any other information or contract on this policy. I asked for more detail at time of initial warranty quote but was assured above listed contract was all that was needed (a 2-page document describing “Platinum Care” coverage with no exclusions) and all that was endorsed (initialed) at closing.  A/C coils should be replaced as per the policy contract endorsed by customer. Select Home Warranty’s ‘contract’ full of exclusions was not provided to customer until June 16, 2017 (at customer's request to understand what Select was referencing). These exclusions do not apply to my warranty and are not considered legally binding since this document was not provided to me – nor endorsed – as part of warranty purchase.  Warranty companies cannot hold back so-called contractual documents until a time convenient to them. To be considered a valid contractual agreement of this warranty, the document would need to follow the nature of the word - contract- and be endorsed by both parties at time of agreement/ warranty purchase. Again, A/C coils should be replaced as per the policy contract endorsed by customer. Further, Select Home Warranty should alter their business practices in future to ensure all potential customers are provided with and endorse Select's contract with exclusions at time of purchase. 
Regards,
[redacted]

Select Home Warranty spoke to the cusotmer on 2/15/2016, and advised them that the check was mailed on 2/12/2016

This is to advise that the subject complain has not been resolved. After the initial complaint was filed I was contacted by Select Home Warranty (SHW). I was told that [redacted]...

[redacted] would be out to service my washer but there was a 2 week waiting list. While not completely satisfied I agreed to this extended delay.Since the two weeks has elapsed and I had not heard from [redacted] concerning the repairs, I reached out to them yesterday 10/10/17. I was advised that SHW had indeed contacted them but had not provided the work order. Therefore [redacted] thought the matter had been resolved. Select Home Warranty is not only failing to live up to the terms of our agreement but in my opinion, Select Home Warranty is damaging the reputation of [redacted].  When I contacted SHW to advise of my conversation with [redacted], I was assured that someone from SHW would return my call within 30 minutes with an appointment date/time. As of the email I've not heard back form Select. I am not sure what can be done other than to continue to voice my dissatisfaction with Select home Warranty and hope that this will be published to caution consumers to be weary of SELECT HOME WARRANTY.

We spoke with the customer and have credited her credit $125 for the reimbursement. This can take 1-3 business days to post to her account.

Customers can cancel at any time. We have reached out to the customer and are awaiting a call back

The customer has been informed yesterday that per section 9.1.2 (3) years maintenance is required to review in order to potentially increase their allowance on their AC claim. Until we receive these records the max allowance we can provide is $150. The customer advised one of our representatives...

that she will try to obtain those records for us.

1) Select Home Warranty acknowledges that the warranty was transferred in our name in May 2015, with the purchase of our house but insist they need 3 years of maintenance records from us.  This is not even logical. Their warranty agreement states that they have the RIGHT to request maintenance records, not that it's MANDATORY.  2) I've attached a copy of the Select Home Warranty agreement which clearly states in section 6.1.1 that the items covered in the policy have to be in PROPER WORKING ORDER.  I've also attached a copy of the HVAC section of our home inspection that proves it was in PROPER WORKING ORDER when the contract was transferred into our name.  They still denied the claim, I was told that a home inspector isn't qualified for this.3) I asked about a refund since they were not honoring the policy.  I was told it had to go to a different department, which I could not contact directly.  I asked how much would the refund be and was told I had to wait for the department to contact me via email.  I received the email that let me know they were refunding the original purchasers of the policy 9.98.  When I said I would not cancel the policy if that's all they're going to refund I was told it was too late, it was already cancelled.  If the original purchasers of the policy have to be the ones to receive the refund then so be it, but they should be refunded the entire $399 amount they paid for a "warranty" that Select Home Warranty did not honor.

The customer has been fully refunded back to his credit card.

We will look into the language on the agreement , in the meantime  we have processed your reimbursement and a check will be mailed.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]i did not cancel the policy when all of this took place. And I was not advised of a payment coming from the company. Until I called the heating company and they told me that the company paid something which they would not say.the heating company told me to call select home warranty. I called and no one would tell me exactly what they paid and what it was for. I started I started the investigation on 11/19/2015 I caneled my policy on 12/29/2015 ask [redacted].

The customer purchased the policy on 11/4/2015 and requested to cancel on 12/17/2015 well over 30 days.The customer also cancelled due to the fact that we do not cover valves, which clearly is stated in our policy.We charged the customer only one month, the cancellation fee and the amount we have to pay the technician that went to their home.The cancellation was not due to lack of service but that the customer did not agree with the Terms of Agreement that they signed. See Below:6.3.3. Heating System (Primary Only). This Agreement covers all module, components and parts of the heating system necessary to the functionality of the heating system. This Agreement covers the primary heating system of the covered home only, provided that the heating system does not exceed a five (5) ton capacity. This Agreement does NOT cover solar heating systems or the components thereof. This Agreement does NOT cover any portable heating units or zone systems or wall units or components thereof. This Agreement does NOT cover fireplaces or heat lamps or the components thereof. This Agreement does NOT cover radiant heating systems built into walls, ceilings or floors. This Agreement does NOT cover the following list of modules, components and parts relating to the heating system: (i) air cleaners; (ii) humidifiers; ; (iii) clocks and timers; (iv) flues; (v) flue baffles; (vi) damper motors; (vii) wiring; (viii) fire box; (ix) coils; ; (x) heat exchanger; (xi) piping; (xii) geothermal heating/cooling units; (xiii) water piping; (xiv) valves; and (xv) clogged lines.

I am rejecting this response because:
I have requested a full refund within the contractual 30 day requirement of my...

contract a minimun of 4 times already, I have no reason to believe Select Home Warranty's written response will result in satisfactory results until I have physically/actually received the refund I have requested.
Until then, I wish to keep this complaint, as well as the case I have filed with the Kansas Attorney General open until I receive the refund I have requested.

Complaint: [redacted]
I am rejecting this response because: They have NOT covered the complete...

repair; there is a dispute on the credit card payment due to their breach of contract in not immediately paying for the repair. This repair was indeed covered at the time of the claim which they have constantly avoided paying. The only calls I've received have been from someone claiming to be Mr. [redacted] who wants to chastise me in some foreign accent for making trouble for not accepting partial payment, violating sales tax laws, etc.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The compensation being offered is not sufficient, & does not resolve the problem.
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] While it is true that after 3 months a vendor was FINALLY sent to my home, I do want to stand on record the fact that it took 3 months for a resolution - and only got attention when I told them I was reporting to the Revdex.com.   Thank you for your assistance in this matter.  
Regards,
[redacted]

A note has been made on the customers account. They will no longer receive calls, emails or texts from us.

We have approved the customer for the $150 maximum payout for this claim according to the terms of the agreement.