Select Home Warranty

Complaint: [redacted]
I am rejecting this response because:
Again, you will need to point me to: where in the contractstates Sensors Not Covered!Sensors are part of the Control Board (which you do cover),without sensors the control board is useless.
[redacted]

Complaint: [redacted]
I am rejecting this response because: Even if the mentioned clause really says what the company claims, I am still entitled to 4 months refund at $41.67 per month by their own admssion. How is 4 time $41.67 equal to $41.68?
Regards,
[redacted]

According to all the notes in our system and customers contract there was no notation of a cancellation fee ever being waived. As a courtesy I did however waive that fee for the customer. The $75 will not be deducted from their refund.

The customer has been refunded back to the credit card on file.

Someone from our office spoke with the customer on June 24th. The customer was informed that we only received a document from 2016 but cannot be counted as a maintenance record as it was just a check up and not an actual cleaning. In addition, we did not receive any additional years as requested....

The customer understood and informed us that they will proceed with the repairs and send us the invoice for review once completed. Customer was in agreement.

The customer was not approved for any additional funds. The customers contract has been cancelled accordingly. No additional funds due at this time.

As a courtesy we will  go ahead and waive the $75 cancellation fee for you.

Select Home Warranty has issued a refund back to the customers' credit card, we also tried to reach out to the customer they stated they did not want to have anything to do with us.

[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]

In the event of future claims the customer can request to hire their own technician. However, there is procedure involved with doing so and when the time comes the secure your own technician procedure can be thoroughly explained to the customer.

The customer was given a pro rated refund according to the policy terms. Here is the breakdown.  Used 10 Months @ $42.5 per Month = $424.98; Add Cancellation Fee of $75 = $499.98 ; Subtracted from original payment of $509.97; Totals a Refund of $10. Here is the cancellation policy 13.2. Cancellation by You. You may cancel this Agreement within thirty (30) days from the Order Date of this 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 entitled to a full refund if and only if, no service has been provided under the contract. After the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan cost. A $75 cancellation fee will be charged and any service costs incurred by Select Home Warranty.

Customer has already disputed charges to Select Home Warranty with her credit card company.

The policy does not cover maintenance. this is the customers responsibility . Please see 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."This is not a covered issue.

We spoke to the customer. He is not eligible for $500. His issue has a $150 cap, we have already went over the cap and approved $250. That is the most we can do.

We tried to reach out to the customer a few time. We have not heard back. We refunded $90 back to the customers credit card for the inconvenience  they experienced. If they need futher help they may call Mr. [redacted] at ###-###-#### Mon-Fri 9-6.

We have reached out the customer numerous time and we have not heard back. The customer may call Mr [redacted] at ###-###-#### for help with this issue.

The customer was informed that maintenance records are required in order to continue with the claim. Please refer to section 9.1.2 where Select can request copies of 3 years maintenance records. Once the maintenance records are received we can review and proceed with the claim accordingly.

Select Home Warranty has a responsiblity to collect payment from the customer, the customer has a responsibility to make sure the payment is available to be colleced in order to honor the agreement.The customer has not paid the bill in over 5 months, since August of 2014, the coverage has lapsed and without full payment we are unable to take any claims at this time, as per the Terms of Agreement.

The customer was refunded as follows per the Terms ofAgreement at a non-discounted rate:The customer paid 1275.00 on 06/06/2014 or a one year term.Select Home Warranty charged the customer for 11 months ofcoverage at the non-discounted rated at 45.00, and a cancellation fee of 25.00.Select Home Warranty has also paid out 720.90 in claims forthe time the customer has had the policy.11 months * 45.00 = 495.00 – 25.00 (cancellation fee) =520.00 – 720.90 (claims paid out by Select Home Warranty) = 1240.90 Total1275.00 -1240.90 = 34.10 refunded to the customer

The customer was issued a full refund directly back to their card on 6/19/2015.