Select Home Warranty

We purchased two warranties for homes in different cities. In neither instance was a repairman available in-network to assist us. When filing the claim for the [redacted] property, we waited days before being told nobody could assist us and that we must find someone on our own, pay out of pocket, and then we may or not be reimbursed. The second property in [redacted] involved an emergency when a leaky pipe caused our basement to flood. We filed a claim,had to wait 24 hours just to receive a ridiculous questionnaire by email asking for further detail of our problem, then another day later we were assigned a company three hours away from our home. When I called the company for service, not only did they say that we are too far away, but they said they don't even have a work agreement anymore with Select Home Warranty, so that was a double reason they cant help us. Then we call back and wait even more time for another name, at which point our basement was flooded more and they said they cannot provide a company to help us, that we must locate someone on our own. This company is nothing but a scam taking people's money and not providing any service. I kept calling trying to speed things up and get help,  but none of the people were helpful and no services were ever provided. In fact, they made the damage worse by having to wait so long for it to be fixed. If I have to find my own repairman and pay myself, then what purpose do they serve? By the way, we did submit the invoice, as instructed, for the repair of the [redacted] air conditioning unit but we were never reimbursed for having paid out-of-pocket to the repairman. After canceling the contracts we didn't get our refund back for that either. I want our money back since they failed to help us, and if I don't get a full refund for both premiums paid, and for my AC claim, I plan on filing a civil lawsuit for their breach of contract in the failure to repair the leak in a timely manner which led to further water damage.

Select Home Warranty is addressing the mater at hand, for the claim, our customer service representatives are trained to be courteous and are helpful to many customers.We would like to apologize if your experience was not pleasant, we do have our Quality Assurance department working on these matters.

Select Home Warranty was contacted by the customer to place a claim that the HVAC unit is cooling but leaking from the bottom.We advised the customer that as long as the unit is cooling which means there is not a mechanical failure and just leaking water, we are unable to send someone out.We do...

suggest that the customer secure a local technician to take a look at the issue, as they may have an issue with condensation in the unit,, and let us know what type of repairs are needed.See Below:1. In consideration for your payment to Select, and subject to all of the terms of this Agreement, Select will arrange for a qualified service contractor and/or technician (“Independent Service Technician”) to repair the systems and appliances covered under this Agreement, when they become inoperable due to normal wear and tear. The HVAC unit is operable, the issue is that it is leaking water, which is not an operational issue.

Select Home Warranty does not cover any type of access points, the customer is responsible for providing an access point for the technician to be able to provide the diagnosis.Most of our our customers either have a local technician come out or they pay the technician we provide separately for the...

access.

Select has already issued the customer a refund in the amount 240.00 on 2/10/2015 directly back to their credit card

Select Home Warranty did send a technician out to the customers’home and they did assess that the unit has a Freon Leak and also needed a newcondenser coil.We did advise the customer that in cases of major repairs orreplacements, we do reserve the right to request pictures and...

maintenancerecords.  The customer only sent inpictures of the unit, we request maintenance records to make sure the unit hasbeen taken care as per manufacturers standards.See Below:9.1.2. This Agreement doesnot cover any systems or appliances that have had previous repair or thatrequire repair or replacement as a result of improper installation, previousrepair, damage caused by any construction activity, improper wiring, inadequateor lack of capacity, power failures, power surges, overloads, missing parts,failure to properly maintain, failure to properly clean, neglect, misuse,corrosion, rust, sediment and any modification to the system or appliance. Youare responsible for providing maintenance and cleaning by a licensed technicianon covered items to ensure continued coverage on such items. Select reservesthe right to request prior years (3) maintenance records and/or pictures,without proper maintenance records and pictures the maximum payout on anysystem/appliance is up to $150.00. For example: heating and a/c systems requireperiodic cleaning and/or replacement of filters and cleaning of evaporator andcondenser coils. The customer was unable to provide maintenance for the unit,we did advise that we are unable to move forward with the claim.  The customer has read and signed the Terms ofAgreement, which clearly state that our warranty does not provide Freon relatedcoverage. See Below:6.3.6. Air Conditioning (Central). ThisAgreement covers the primary floor air conditioning unit of the covered homeonly, provided that the air conditioning unit does not exceed a five (5) toncapacity. This Agreement covers the following air conditioning components: (i)motors; (ii) compressors; (iii) condensers; and (iv) thermostats.This Agreement does NOT cover window, wall or zonesystems 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)damagecaused by freon leak.Select Home Warranty understands that the customer isstating that issue is normal wear and tear, but, we specifically do not coverFreon or Freon Related repairs, in this case damage caused by a Freon Leak. Wealso express to customers that preventative maintenance is very important as ithelps prolong the life of the unit and helps determine if there is a problem withthe evaporator coil, condenser, compressor, and Freon.We would be more than happy to assist the customer once wereceive proper maintenance records in any way we can, but, ask to keep in mindthat Freon Leaks and Freon related damage is not covered under the warranty.

Select Home Warranty would like to apologize for any delay in issuing the customers' refund -- We have issued the pro-rated refund to the customers' credit card as of 3/19/2015.

Complaint: [redacted]
I am rejecting this response because:  Once again, I have not received the refund as promised.  At first I heard 2-7 days to credit my account.  Select's response to you was 7-10 days for a check by mail.  Now today SHW has again "promised" the refund to my card in 1-3 days.  I will not report this as a satisfactory resolution unless and until I receive a FULL refund of my contract purchase price with said refund showing clearly in my bank account. 
Regards,
[redacted]

Select Home Warranty has been in contact with the customer and they have requested to cancel their policies as of 2/16/2015, we are currently processing that request.

Complaint: [redacted]
I am rejecting this response because:Select Home Warranty has been saying this for two weeks now, but they persisted in telling us to get our own technician to fix the problem and they would...

reimburse us.  Due to the record heat, we contacted our own technician who came immediately, and had the technician speak with Select Home Warranty to authorize the repair and he advised him that this was due to normal wear and tear.  The motor for the blower fan is 16 years old and reached or exceeded its expect service life.  We paid for the repair which was $577, and then submitted the pictures and the invoice to Select Home Warranty.  We received a reply from Select Home Warranty telling us we would only be reimbursed $150 due to customer neglect.  This was not neglect, but normal wear and tear.  Therefore I am rejecting their response.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: SHW did not provide the service in a timely manner.  This was an emergency, I had no hot water as the heater broke.  I was told it would take  two weeks for a technician to come out to as the issue to see if I needed a plumber.  This was  unacceptable. Note when they called, I had two plumbers in my basement replacing my hot water heater but they could not find a provider in my area.  As stated in my complaint, I was told I should have gone to [redacted] to purchase the hot water heater cause they were only going to give $500.00.  What does SHW think an emergency is worth?         The company was not honest concerning the service they provide, from the first person I spoke to,  to the last person I had contact with.  Twice I was told I should accept the $500.00 and keep my agreement as they did nothing wrong. They failed to provide service that I paid for.      
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have asked my tenant, who paid for the service, for his credit card statement and he will not provide it to me. If I had paid it personally I would have no problem giving this company a copy. but I cannot. For a company to state that a credit card statement is the only form of proof they will accept for a credit card transaction, and NOT disclose that information up front seems to be  misleading. They never advised what proof of payment they are and are NOT willing to accept. I have provided them an invoice from the company stating the service was paid for, as well as, an email receipt from the company. I have been with then for about 8 or so months. If I were going to commit fraud, would it be on such a menial claim?This company never even called me back to advise they could NOT provide a contractor to fix the issue. If they had lived up to their promise in the first place to provide a contractor, we would not be in this situation right now.
Regards,
[redacted]

The policy agreement is clear on what is covered and what isn't. We have already gone above the policy terms and have waived the cancellation fee.

The customer initially placed a claim for their washer on 6/24/2015, we took care of that issue and the cusotmer used their 90 day cap at that time, claim resolved.The cusotmer now has an issue with the dryer and we have dispatched an appliance repair company.If the customer cancels their policy...

they will not be due a full refund.

Complaint: [redacted]
I am rejecting this response because: Mr. G[redacted] called me for the first time yesterday. I have left Mr. G[redacted] a couple of...

messages responding to his calls. He has called during my work day and I have responded as soon as I have been able to. The messages that he has left me, say that he is in the office till 7:00 p.m. I called multiple times today, only get a voicemail that states that I can not leave a message because his mailbox is full. I will continue to try and call him again tomorrow. 
Regards,
[redacted]

Customer has been informed that installation is not covered under their contract as per section 9.1.2. In addition, our warranty terms and conditions are present on the website. Customer purchased their warranty in April 2016 and is no longer eligible for a full refund as they are over a year into...

the warranty. Customer also provided us with a signed contract on 4/20/16 accepting our warranty terms and conditions (see attached document). No funds are due at this time to this customer.

The customer spoke with [redacted] and their approval was increased to $200 on their claim. The customer was informed to provide us with an invoice so that we may submit the necessary reimbursement forms. This is the maximum allowance that the customer will be receiving in this claim.

The customer may want to refer to the section again that clearly states that we have the right to request maintenance records.9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair or replacement as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity, power failures, power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. 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.It is clearly initialed by the customer on page 5 of 6, we discussed this with the customer over the phone, we would be more than happy to move forward, however, we do require sufficient maintenance records. Select Home Warranty did try on many occasions to resolve this matter, but, the customer stated they were taking us to court.

Select Home Warranty has been in contact with the customer and at this time they have requested to cancel their Policy with us, we are in the middle of processing a refund for them now.We will make sure we expedite the process and refund the customers card directly.

The customer spoke with a representative yesterday and requested to have their warranty cancelled. The customers contract has been cancelled as requested. As soon as their refund check is issued it will be mailed out. No additional funds due at this time.