Select Home Warranty

Customer purchased policy on 04/17/2014, the policy iseffective 30 days after the initial purchase date.Select Home Warranty set the customer up with paymentinstallments, it was agreed that the amount of 550.00 would be paid in fourpayments of 137.50, starting 4/17/2014.We charged the customer on...

04/17/2014, 05/17/2014, and06/17/2014, when we tried to charge the last installment on 7/17/2014 thecredit card came up declined, we emailed the customer to inform of the matter.The customer called in on 7/31/201 and update the creditcard information, we tried to charge the card again for the last installmentand it came back declined.  The customerwas sent a courtesy email, to discuss the matter with the credit card.On 10/29/2014 the customer emailed a request for a claim onthe Garage Door Opener, we sent an email to the customer stating that we neededto speak with her.On 10/30/2014 the customer called in and we explained thatif the policy is not paid by the agreed upon installment plan the policy willlapse.  The customer requested to cancelcontract at that time, the customer was refunded per the contract Terms &Conditions. See Below:13.2. Cancellation by You.You may cancel this Agreement within thirty (30) days from the Order Date ofthis Agreement, as set forth on the schedule page accompanying this Agreement.In the event you cancel within the thirty (30) day period, the You shall be entitledto a full refund if and only if, no service has been provided under thecontract. After the thirtieth day, you may receive a refund pro-rated at thenon-discounted annual plan cost. A $75 cancellation fee will be charged and anyservice costs incurred by Select Home Warranty. The customer was refunded for 7 months and we charged for 5months starting from the date  ofpurchase.The customer was charged 5 months at the non-discounted rateof 42.00/month(210.00) + Cancellation Fee(75.00) – 412.50(amount customer paid)leaving a balance of 127.00 to be refunded to the customer. Select HomeWarranty did inform the customer of this amount and the cancellation policy& procedures, the customer was credited in the amount of 127.00 directly totheir credit card on 11/3/2014.

We did speak to the customer , She was approved the policy max of $150 towards her claim.

We spoke with the customer and helped resolver her issue.

[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] (I'll be in contact with our contacts in Hawaii as to whether the check has been sent and received!)

[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 refund check number [redacted] was already mailed to the customer on 3/10. Please allow 5-7 business day to receive it.

We did speak with the customer and we have waived the cancellation fee for this refund.

Complaint: [redacted]
I am rejecting this response because:
I don't agree with it. I do not wish to continue this conversation. I am of the belief that Select Home Warranty is not going to move to do anything more to try to make this situation right; I simply can't say I agree with their response because that would be dishonest. Select has not addressed the majority of my concerns and won't do so.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This company does not take good care of customers. They charge you money but only do a little job.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Email was never received, phone call has yet to be received from supervisor.
Regards,
[redacted]

We already spoke to the policy holder and agreed to cover the issue

Complaint: [redacted]
I am rejecting this response because:
I have made several calls to give them a chance to fix this. They refused to do anything about it. I called them again after filing the complaint and they finally decided to waive at least the fee.This is in no way agreeing with the total refund amount.What I'm disputing still stands. They can't apply their cancelation policy on the cancelation made by them. It's a bait and switch.All I'm asking is to return half of the money as the policy only used up half. 
Regards,
[redacted]

Select Home Warranty has refunded the customer as of 12/31/2014 for the second year of policy SHW[redacted], please allow 3 -5 business days for that refund to reflect with their credit card company.The amount of 44.00 was refunded on Policy SHW[redacted] for the remainder of the policy, the customer was refunded on 12/09/2014

As the policy states we require both pictures and maintenance records by a licensed technician. Please sees section 9.1.2 "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. We have already approved the policy max for this claim.

Complaint: [redacted]
I am rejecting this response because: they were Suppose to send this out and of yet have not received it.  Will accept the payment that they agreed on when talking to the head man if and when I have the check n my hand.  I am waiting for the paper by mail as seems they cannot email to my address.  As soon as I receive the paper will send it right back and when I receive the check of $200.00 will settle this matter 
Regards,
[redacted]

Labor and installation is not covered under the customers contract with respects to all repairs being made. No additional funds due for the A/C claim.

THe cusotmer disputed with their credit card company against Select Home Warranty, and has received a full refund

[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]I accept the response, even though, the business mailed out the reimbursement check 44 days late. If  I had not contacted the Revdex.com, I would still be getting the run around. The person who is responding to this complaint is unaware of the verbal communication that was made on the phone to me and the technician. I have a witness to the conversation. Maybe the business needs to  properly train their employees on how to take claims and not lie to customers. I don't recommend anyone to do business with Select Home Warranty.

Complaint: [redacted]
I am rejecting this response because:
It is not accurate.I have provided SHW with more than 3 years of records.Apparently their software only allowed them to view the first page of the PDF attachment that I sent them...the attachment showing multiple years of service.I have now sent them four separate invoices to document the service records for my HVAC unit in my home.
Regards,
[redacted]

Mr [redacted] spoke with the customer and the customer is going to be reimbursed for the claim. Once we receive the signed reimbursement form from the customer a check will be mailed out.