Select Home Warranty

We have sent the reimbursement to the credit card ending [redacted]. Please allow 3-5 days to post to the account.

[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 already been refunded yesterday. They should be able to confirm their refund with their credit card company within the next 2-3 business days.

Select Home Warranty would like to apologize to Mr. Janssen, we are currently processing his request and he will receive his refund within 30 days of his request, October 1.

We reached out to the customer to explain that according to the policy leaking water heaters are not a covered item. The customer got upset and hung up on the representative. According to the policy agreement leaking water heaters are not covered.

It specifically states under our terms and conditions section via our website that Select Home Warranty reserves the right to request maintenance records. In addition to it being shown on our website for all customers to read prior to purchasing their warranty it is also stated in our contract. Attached is a copy of the customers SIGNED contract, which by definition means that they accepted all our terms and conditions. Please either supply us with the requested maintenance records or the allowance on your claim will remain at the original $150 which was previously approved.

Please refer to section 6.2.7: 6.2.7.Water Heater. This Agreement covers all modules, components and parts of the water heater necessary to the functionality of the water heater.(i)Control board (ii) thermostats (iii) gas valves (iv) burner assembly(v) heating elements(vi)pressure...

switches(vii)thermocouple(viii)ignition module(ix) and igniter Excluded:solar or tankless water heating systems,leaks and pumps.As stated in the warranty leaks are not covered. When the customer filed their claim they specifically stated that their water heater is leaking. The policy clearly states that leaks are not a covered item. No additional funds due at this time.

The customer has been approved for $150 towards their claim. As soon as we receive the signed reimbursement from the customer we can process their check.

[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]

Complaint: [redacted]
I am...

rejecting this response because:  The policy did not go into effect until 4/2015 as I had a policy that was in effect until that date. It is hard to find a technician when there are none that will accept the warranty from the company I had.The warranty was not about to expire as I bought a 3 year policy and got 6 months free. So in reality and according to my paperwork, my policy was a 42 month policy and had I kept it, it would not have expired until 10/2018. I called on 11/8/15 and a contractor was not assigned until 11/9/15. I called the contractor to set up a time for them to come out and look at my furnace and he said that unfortunately he does not take Select Home Warranty. After doing some research, I found out that there wasn't anyone who would take the warranty product I had so I cancelled.In regards to the car insurance scenario, the company is comparing apples to oranges. The difference being with car insurance the car would have been fixed and I would have only had to pay the deductible. But with this warranty, I was expected to go without heat for at least 24 hours during a cold spell and then have to pay for my furnace to get fixed because there is not a technician who would accept my warranty. With a warranty, things get fixed but with this warranty nothing gets fixed. And that is why I cancelled. Why would I have a warranty if I can't find anyone to take the warranty to fix something that is broken.  Even if I paid for the 5 months I had the warranty, I am still owed money. My refund would have been $937.65. (My policy premium was $1125.00, if you divide that by 42 you get $26.79 per month. And if you take the $26.79 and multiply it by 35, which is the number of months I had left on my policy you get $937.65.) The refund I received from the company was $690.02, which is a difference of $247.63.  
Regards,
[redacted]

The customer has been issued a refund directly back to their card as of 7/9/2015.

On 03/27/2015 thecustomer placed a claim for their HVAC system, on 04/08/2015 we received a diagnosison 04/08/2015 for the HVAC System.  The technicianreport was that the Carrier HVAC System; age 12 years old had heavy rust andthe contactor was corroded—The unit now needs a new compressor...

& condensereven though the customer stated that the compressor was changed out three yearsago.When a customer requires a major repair/replacement of asystem we do reserve the right to ask for maintenance records.  The customer sent in three documents, onerecord is from December 2013, which states that there was quote to replace theunit then due to Rusted Evaporator coil and some type of fungus/mold growing inthe unit.  The customer also included asecond maintenance record from August 2014 that stated that evaporator coil wasstill rusted and there was still mold/fungus on the unit.Select Home Warranty is more than willing to assist customerwith repairs and replacements, but, we are unable to do so if the customer isaware of an issue and does not have it taken care of prior to purchasing the warranty.   The issue with the HVAC have been going onsince 2013, maybe a lot sooner, and the maintenance records clearly state thatthese issues were present and the customer did not take steps to resolve them.Select Home Warranty is unable at this time to move forward withthe claim due to the issue being present well before the customer purchased thewarranty. Please acknowledge the attached invoices from the customer.Select Home Warranty has offered the customer a courtesypayment at this time, and we suggest that the customer have the repairs donethat should have been completed back in 2013, once completed the customer maysubmit a paid invoice for further review and a possible increase in the paymentoffered.

We do apologize for this negative experience. The customer placed a claim for an ac unit . The ac unit was damaged due to a short to ground issue. This is an electrical failure. The policy does not cover these types of issues. Please see section 9.1.2 on electrical failures.

Select Home Warranty has mailed the customer a refund check. Our number is [redacted] , and we are in business to date.

Select Home Warranty was contact by The [redacted] on the customers behalf and have agreed to refund the customer infull.

I am rejecting this response because: It took almost two months and several calls and emails to get a refund for services never rendered.  I don't accept that this issue...

has been fully resolved when there has been nothing done except finally getting a refund for money they should have never charged me.

I received one check on Monday 15 December.  The Check was dated and mailed 5 December to my address in...

Ohio despite my providing the correct address.  It was only one of the claims which I was told would be mailed.  I then received a phone call last week Tuesday as I recall from [redacted] at Select Home Warrantee.  She asked if I had received both checks.  I stated I had not and I was told they would both be mailed.  She apologized and asked me to confirm my address.  She stated she had mailed the second check in  hand written envelope and thought she may have sent it to an incorrect address.I asked her when the check was mailed.  She told me the check was dated and signed on 9 December.  She asked for me to wait until Friday 19 December and she would call me back to see if the check arrived at my correct address.I received that check on Saturday 20 December.  The check was mailed on 15 December not 9 December as [redacted] had led me to believe.  I have not gotten a call from [redacted] to confirm it had arrived as of the time I am writing this.Again, this company has stated they made payment on the claims and mailed them on 5 December yet they had only processed one on that date despite all of the claims that they had even in the correspondence to this complaint.  This company is highly suspect in their business practices and do not live up to their advertised services.

The customer has been refund for the two payments that were charged and the policy stands as cancelled.

Correct it has two zones but one primary heating system, even if we go with what you have specified in earlier response to this complain which I have cut and past below, it mentions primary heating system, it does not specify first zone on the primary heating system or first zone or first floor. As I mentioned, this is home warranty which means it covers entities in the whole house, such heating system in the house or cooling system in the house, separating first floor from second floor when they are all in one colonial home and they have nothing to separate them makes no sense. Down stairs is living room, kitchen and dinning room and upstairs is bed roomsHow can you separate them?Below statement was part of your response to in earlier response: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.

The customer has already been issued a full refund. They should be able to view the refund on their credit card statement within the next 2-3 business days.