Select Home Warranty

Complaint: [redacted]
I am rejecting this response because:
Yes they did refund me some of my payment, but it was too small they are charging me for the...

contractor that I already paid $45 to him when he came to my house and they are also charging me $75 for a cancellation fee that should only be $50 in Illinois. Also they are charging me 1 month of service when I only had the service in force for 7 days. Yes I did dispute it with my credit card company because I was getting nowhere with the company. My total refund should be the what I paid $475 minus the $50 cancellation fee minus the 7 days of service for $9.11 which equals $415.89 so they are short the refund by $153.74. That amount is due to me.
Regards,
[redacted]

The terms of Agreement of Select Home Warranty clearly states that leaks are not covered, when the customer signed and initial the policy and sent it back that they agreed to the set terms.

A technician was out to the customers home on 9/22/17 and a diagnosis was received. The customer refused to pay the technician their service fee as stated in their warranty. Until the technician receives the service fee owed to them we cannot proceed with the customers claim accordingly. Please...

submit proof of paid service fee so that we may have the authorizations department review the customers claim for final determination.

Select Home Warranty did explain to the customer that the Terms of Agreement clearly state that the policy goes into effect in 30 Days - 5 days for policies purchased with credit cards.See Below:4. Term. The term of Your service contract, as set forth in this Agreement, shall begin thirty (30) days...

following Select’s receipt of all outstanding payments and premiums due to Select are received by Select (“Effective Date”) please add an additional 5 days for credit/debit card payments. In the event Select does not receive all outstanding payments and/or premiums outstanding , for any reason, Your service contract term will not begin. Your service contract will begin on the Effective Date and remain in effect for one (1) calendar year following the Billing Date (“Termination Date”). Coverage waiting period may be expedited with proof of prior coverage's expiration date provided there was no lapse in coverage. If the customer had any questions or concerns regarding this matter they could have called Select Home Warranty before signing the contract.

The customer has already been refunded according to the policy terms. Please see section 13.2 of the terms 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.  The breakdown is as follows.Used 1 Month @ $45 per Month = $45; Add Cancellation Fee of $75 = $120 ; Also Less Claims Paid/Owed of $37 ; Subtracted from original payment of $414.99; Totals a Refund of $258.

This is not a new unit or a newly built home with new appliances. Although this customer purchased the home from someone else maintenance records are still required. If the customer can provide us with maintenance records we can review for an additional allowance. As of now the maximum allowance is $150

We do ap[apologize for any inconvenience we have issued a full refund to the customers credit card.

Select Home Warranyt mailed the customer check #[redacted] 197.71 on 1/16/2014, the check was mailed to the billing address on the account which reads [redacted].All checks are mailed to the customers billing address which they provide when initially signing up with...

Select, unless the customer requests otherwise.The customer called into Select Home Warranty and stated that he had not received the check on 1/26/2015, we advised where the check was sent and he stated that is his daughters residence,and that he would check with her.We also advised the customer that we would have to allow time for the check to be retunrned to us, which is usually between 7 - 20 business before issuing a new check, on 1/27/2015.The customer has been in contact with Select Home Warranty regarding this matter and we are following procedures, every check carries a stop payment fee and if the check was in fact returnedwe should receive it and will gladl send it to the right address. The customer can continue direct contact with Select Home Warranty as we have had no issues providing the customer with assistance.

we did speak to the customer , We have the correct address and a check has been mailed.

Per the diagnosis of the customers A/C claim this claim was denied. The customer was informed that per section 6.3.6 leaks are not covered, in addition they were denied along with section 9.1.2 which states that the unit is not properly maintained as stated below:  6.3.6. Air Conditioning...

(Central). This Agreement covers the primary floor air conditioning unit of the covered home only, provided that the air conditioning unit does not exceed a five (5) ton capacity. 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 zone systems 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) c9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair 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 annual 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 upto $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. 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.

Complaint: [redacted]
I am rejecting this response because: they aren't doing anything...

about my claim. The Plummer can not be contacted. And previously stated he found not fix issue. No one has contacted me about roof leak. They are the worst home warranty company in the business.
Regards,
[redacted]

The cusotmer accepted an amount of 150.00 which was mailed on 09/07/2015 to the customer int he form of a check .

Selct Home Warranty has refunded the customer 60.00 transaction ID# 6[redacted] - as of 2/9/2015.We now consider this matter closed and really would have liked to assist the customer further.

The customer has accepted the 200.00 offer and has sent in their reimbursement form.We will expedite the check process and send out the check immediately

Select home warranty reserves the right to request maintenance records as stated in their contract. The customer has already been approved from the maximum allowance of $150. If they are able to provide us with the necessary maintenance records we can review their claim for an additional allowance.

We did speak to the customer. We have waived the cancellation fee for them.

Complaint: [redacted]
I am rejecting this response because: The business made no...

attempt to secure a technician. What is the point in having home warranty insurance if the co. doesn't take care of the cust needs. Since when is a home warranty co. unable to secure a technician, the home warranty co had sufficient time to secure a technician, I have been waiting for well over a month, for a tech. To have my money reimbursed to me I will have to wait a year, never the less have my refrigerator repaired.  
Regards,
[redacted]

Unfortunately, the customer is not eligible for a full refund. Multiple claims have been filed during the policy term and multiple technicians were dispatched to the customers home for several of those claims. As a courtesy we can waive the $75 cancellation fee that would be deducted from their refund if they wish but they cannot get a full refund as they are requesting.

We did reach out to the customer with no response back. The customer may call Mr [redacted] at ###-###-#### for help with this issue.

We spoke with the customer and have issued a full refund . A check should arrive in 5-10 days.