Select Home Warranty

Complaint: [redacted]
I am rejecting this response because:  I had a premium policy that was full coverage for repair or replacement for everything in the house except the washer and dryer.  They did neither repair nor replace the air conditioner but instead offered me $150 and then uped it to $200 to get me to stop calling.  They are a warranty company as such they repair or replace the insured items.   This is not my first warranty and other companies have replaced or repaired items that have stopped working in previous homes I have owned.  This company is not reliable nor honest.  Their sales person assured me that my policy covered everything in the house and it would be replaced or repaired.  We talked a long time regarding just what was covered.  After extensive conversation I agreed in good faith to purchase this warranty.  But once I had a claim, they no longer seemed to want to repair or replace anything. 
Regards,
[redacted]

Select Home Warranty has issued a refund in the form of a check on 09/02/2015 tot he customer.

Complaint: [redacted]
I am rejecting this response...

because:  I was told that select home warranty would supply a technician to fix my AC and all I would have to pay is a service charge.  They sent me the name of a technician and when I contacted him he said he doesn't work on condos where the AC is on the roof.  He said he as told the select warranty that many times and they still keep sending people to him.  I notified select home warranty that he didn't work on condos with the unit on the roof and they said they would give me the name of another technician.  Then I received an email from them telling me to find my own.  Yesterday I received an email from them stating " Policy Holder: [redacted]Policy # [redacted]Dear [redacted],Thank you for submitting your claim.We have processed your claim for policy #[redacted].After a Review of the information concerning the specific issue with your HVAC system, the issue you are experiencing is maintenance related. The unit does need to have regularly scheduled  maintenance. i.e. cleaning of coils, cleaning of the unit, freon pressures and check of all electrical connections etc. Maintenance related issues are not covered by your policy.The next step would be to have your HVAC cleaned by the technician sent to you by Select Home Warranty.Should you have any questions you may reply to this email.Thank you,Claims DepartmentSelect Home Warranty HOW AM I SUPPOSED TO USE THE TECHNICIAN SENT TO ME BY THEM WHEN THEY NEVER SENT ONE!!!!!!!!!!!!!!!!!!!  
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], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We did respond and we are helping the customer with the reimbursement

I am rejecting this response because:
When I registered with Select Home Warranty, the company never informed me of any regular protocol. I was told to get the work done and I would get reimburse. I was never told that Home Select  would contact my contractor. Always Heating and Cooling  company has been performing maintenance work for me for over 10 years. as far as the contractor is concern: Select Home had no business contacting my contractor. the business was between me and Select Home Warranty solely. Select Home were harassing my contractor. Select Home Warranty stopped calling me and started calling the contractor. that is when he threaten to see them in court concerning the maintenance on the furnace. I did provide records for the maintenance that was performed but every time I submitted any record, Select would want additional records or copies. everything that was requested I hurried and tried to get records back as soon as possible because I didn't want a delay with getting my money back. but they kept saying it was not sufficient. I kept repeating I want my MONEY back. they kept telling me you will get your money back after we received additional documents. they kept running me around. Select did not respond to me anymore.after I was informed by my maintenance contractor that they had notified him, I called Select but could not get a response. they would not answer my call, they put me on hold, hung up the phone and several times not answer my calls. this is when I notified Revdex.com. I had called so often that they were familiar with my number. I then realized that they aren't going to refund me my money. they are playing games. I believe they never wanted to reimburse me from the beginning. I want to be reimburse for the stress, hassle, and the run around that I had to endure. they should have been honest from the very start then I probably wouldn't feel like I do now.

Complaint: [redacted]
I am rejecting this response because:Within the first 4 months we attempted to get service 3 times. We paid $45 for each of these services. Each time the service request was denied saying it was not covered.  When I purchased these policies I specifically asked the sales person if these items were covered and I was told categorically that they were standard A/C services and were covered. So Freon that was required was not covered, for which I paid $300 to recharge. A damaged air handler grille was also not covered and a third time the air handler was leaking due to the damaged grille, was not covered either. I was not made aware of a $75 per contract cancellation fee either.
Regards,
[redacted]

We spoke with the customer and the tech. We have scheduled the tech to come out Monday. We apologize for the experience you have had so far.

The customer has a broken valve . The policy does not cover valves.  Please see section 9.1.2 "This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, knobs and buttons, door seals, displays, latches, timers, leveling equipment, clogged drains or lines,...

cosmetic issues, gaskets, leak searches, lights, noise, refrigerants, valves, dispensers, installation, electrical failures."We did speak to the customer and the customer  not care what the policy agreement says.  The customer is not due any money for this claim.

I finally received the check today, however, they said they mailed it on the 14Sep the post mark from their location was dated 16Sep.  So again, this company are full of lies.

This matter has been cleared up , as the check was going to the new home owner until the customer called in to give their new address.Theck check will be mailed on Thursday, February 4.

[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 am rejecting this response because:This "insurance company"is really just a sham.  I am currently working with the New Jersey Department of Banking and Insurance and they have bought in the Dept. of Law and Public Safety.  I also fear this company may be operating under other names, D/B/As or other entities that have the same bad actors.  I am currently the process of bringing this to the [redacted] Attorney General's office's attention and seeing to it that WI is also on notice.  This company pretends to cover you if you need repairs,  but they then refer to sections of their agreement that they have cleverly crafted that sound reasonable at first blush, but which they construe in an overly aggressive and ridiculous manner.  For example, this A/C unit was examined by a professional home inspector last August.  It was checked for proper freon level, performance, etc.  They now dishonor the claim due to their requirement that we now be able to demonstrate that the unit was serviced twice a year for the past THREE YEARS.  The house is in WI.  No one services A/C twice a year there.  They are used about four months of the year.  Where in the contract does it say that?  It does not.  They use the fact that they reserve the rights to see if something was "properly maintained" to now impose this three year, twice per year look back.  In this instance, they even knew that this was a policy we were giving to buyers of our home and that we were moving and placing most of our stuff in storage.  They never said to even keep service records.  This would be like a car warranty being voided because you did not bring the car in twice per year for a complete inspection (that you would pay for) twice per year.  And, you do not learn that fact until you file a warranty claim and they reveal the fact that they secretly hold this "twice per year" requirement as a card to play whenever they need to.  They also say that a professional inspection of the unit is completely irrelevant and determines nothing.  Really?  So, how would the average home owner have better information about a device they take out insurance on than by having a professional inspection made of it?  This shows how ridiculous they really are.  They will deny virtually any significant claim with impunity, if they get away with this.  I would not be surprised to learn that they are rolling up this company and moving on to the next.  They sold this insurance, got the premiums and are now going to let this company die, keep the money and start another.  Look at the reviews of this company online (at Ripoffreports.com and elsewhere).  Also, they make it very, very difficult to even make a claim.  They leave you on hold for 20 minutes and then ask you for a policy number, when you give it to them, and then they say they need to call you back (which they do a lot), they then leave you a voicemail saying it is not a valid policy number. After a few more calls, they finally acknowledge that it is in fact a good policy number. Meanwhile, you have spent all of this time calling them and leaving messages.  In this case, days have gone by.  They them called me three times during Sunday church service and left voicemails saying: "this is call one,  . .  this is call two . .  and then saying, by the way, I see this has already been resolved (referring to an earlier $100 final offer for the $1000 claim).  Thus, you must start all over again.  In one of my conversations, while explaining this issue, supposedly to a senior manager, he interrupts me and says "blah, blah, blah.  We are not going to honor this claim."  When you finally, and I mean finally, like after twenty calls finally, speak to someone in "higher management," they sound like they are auditioning for a Sopranos remake.  And I don't just mean having a New Jersey accent.  I have friends from Jersey.  I mean disrespectfully and rudely telling you things like; "Listen to me, if I were you, I would take a refund on this policy, as we are only ever gonna cover $250 for a bad A/C unit anyway, you know what I mean?"  They seem to delight in the fact that you have fallen into their little trap and they want you to know that they have all the time in the world to run out the clock and leave your A/C unit not working while you decide what you are going to do to get it fixed.  I think this represents consumer fraud in the purest form.  They run ads making you think that you have paid significant money to gain peace of mind and instead you find a claims process that is impossible is navigate, long wait times, and cleverly thought out loopholes that use to beat you into submission.  Revdex.com and government authorities needs to look into this very carefully and shut it down, and the next entity that springs up in its wake, with the same tough guys running it.  In my opinion, it also appears to be a practice and pattern of criminal enterprise (RICO) and a violation of the Mag-Moss Federal Warranty Act.  I am more than willing to serve as a witness in any criminal investigation or proceeding.  If you condone this business, you owe all of the previous snake oil salesmen and con artists that you put out of business a written apology.

We spoke to the customer and processed a full refund back to the credit card. The customer was satisfied with this result

Complaint: [redacted]
I am rejecting this response because:
The explaination from the manager of the company this morning tells me that they can reject any claim where any physical damage occurs. If a water heater springs a leak....physical damage. If my pool pump would have shredded apart inside and caused damage to the plumbing......physical damage. Considering normal heating and cooling cycles in the desert Southwest would seem normal to me, but this business does not do that, while others do (and I have confirmed this). Their responses have told me that there is nothing I can do about it, they do not care about their customers, and are in it purely for the money. The fact that a [redacted] page has been created for customers and former customers to vent, as well as their 1 star rating on [redacted] tell me that my best bet will be to cut my losses, drain my pool, and start saving money to replace the filter myself,  as the pool has already started to turn green and will soon stain. It is still over 100 degrees here, and whether Select home warranty believes it or not, the extreme heat will begin to cause issues.  I have already told Select Home Warranty to cancel my service, and I am thankful for the support from the local business who appears to not be willing to do business with the company based on the treatment they witnessed, and received during this claim. I will take my business to one of their competitors in the area, and take this as a life lesson. I spent the majority of the past 2 decades overseas in the military, and couldn't believe when I was told that this country is a different place than I left. I now know what they were talking about. Thank you for the quick response, this complaint can be closed, because nothing will be accomplished, I will figure it out myself.  
Regards,
[redacted]

We did speak to the customer and approved a reimbursement for the claim

Complaint: [redacted]
I am rejecting this response because: Since Select Home Warranty appears to be avoiding paying me the $150 owed me on my HVAC claim which they approved via their email to me in June, then at the very least I expect to be reimbursed for the full amount of my home warranty payment of $1000.  I have had to suffer through 7 phone calls with them that have produced absolutely no results. If they aren't going to honor any part of the warranty that I purchased, then I have to assume they are scamming their customers.  I have read dozens of similar complaints from their customers online.  I will also be getting the State Attorney General consumer department involved.
Regards,
[redacted]

We did speak to the customer and helped with the issue.

Complaint: [redacted]
I am rejecting this response because: there is no place in the contract that states "sensors not covered". If I missed something on the contract, please show me where it states "sensors not covered"
Regards,
[redacted]

The technician did provide us with a diagnosis. They went out to their home and charged for their time out there. There is nothing more we can do as it is in  their contract to pay the service fee when a technician is sent to the customers home. The customers account has been cancelled as previously requested.