Select Home Warranty

Complaint: [redacted]
I am rejecting this response because:  I was not told to get my own tech to repair the AC unit, It took me  3 hrs yesterday and 5 e mails just to talk with someone,  I was told if I could find someone to fix it have them call Select to neg a price on repairs,  I have my own tech fixing the AC as we speck and I will be forarding them the bill for the repairs and replacement parts. All I am asking is they pay for the cost to me for the repairs since they are unable to  locate anyone to fix it. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Sellect home warranty policy on refunds is less then half of the money I  have paid them. 
Regards,
[redacted]

Select Home Warranty does apologize for any inconvenience toMr. [redacted] regarding this matter.The customer has been refunded the amount of 615.00, per ourterms & 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 beentitled to a full refund if and only if, no service has been provided underthe contract. After the thirtieth day, you may receive a refund pro-rated atthe non-discounted annual plan cost. A cancellation fee will be charged and anyservice costs incurred by Select Home Warranty. Select Home Warranty has spoken with the customer in regardsto the refund amount and how it was calculated.Customer paid 1199.00 for 36 months and received 3 monthsfree, we charged for the 8 months of coverage starting on the purchase date. Wehave deducted 8 months at 63.00/month(non-discount rate), 50.00(cancellationfee) + 30.00(paid claim) for a total of 584.00, leaving a balance of 615.00which was paid to customer in full.

We have tried to reach to to Mr. [redacted] and left several messages. Please have Mr [redacted] can Mr. [redacted] at ###-###-#### for help resolving this issue. He can call Mon-Fri 9-7 est.

Complaint: [redacted]
I am rejecting this response because: I sent the business an email receipt, provided by the vendor and a copy of the invoice saying paid by the vendor. This company wants me to have my renter provide a copy of their credit card statement as the only viable proof that this work was paid. They have two pieces of proof, both with the contractor's name , address and phone number. Why would any company require a credit card statement as the only proof of payment?
Regards,
[redacted]

I am rejecting this response because: I called in and submitted new card info in December. Information was taken. When service was needed, Company claim service lapsed.
Company made a mistake. So I have to pay for the company mistake.

The cusotmer is only entitle tot he max amount allow on the policy which is 500.00 we giving the cusotmer the remaining amount left which is 402.06 plus the 45.00.The customer agreed to these terms as they signed the Terms of Agreement See Below:10. Select’s Liability.10.1 Dimensions, Brand and Color, Limits. Select will not be responsible for matching a system or appliance’s color, brand, or dimensions and only is responsible for repairing and/or replacing systems or appliances of similar capacity and efficiency. The following guidelines will be implemented to provide a repair/replacement allowance. For heating or cooling equipment(hvac), in the first three months of coverage a $500 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $2000 after the first three months of coverage. For appliances, plumbing and electrical (non-heating or cooling) in the first three months a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $500 after the first three months of coverage. For additional coverage options in the first three months a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $400 after the first three months of coverage. In the event a part is not available, Select's responsibility is to reimburse for the value of the part up to the policy limits.If Freon coverage is selected as an option the limit is $150 for the first 3 months of coverage and $250 for the remainder of the contract.

Complaint: [redacted]
I am rejecting this response because:they will not cover the additio6 pays to get the heating system in working order.  I am canceling the policy and they are charging me a cancellation fee, and...

deducting  the cost of any services paid out from the remainder of the policy.  this makes no sense.  if they are deducting all these fees then I should be reimbursed for all 12 months not just 6 months.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Reserves the right means its discretionary.  It is IMPOSSIBLE for us to produce 3 years of maintenance records on any appliance when we've only taken possession of the house 18 months ago.  Select Home Warranty knew the date we moved into our home, and likewise, they had the responsibility of rejecting our premium, for lack of 3 years of maintenance records, yet they took our money nonetheless. Select Home Warranty is a scam and defrauded us by not keeping their word when we signed up.  They knew we only owned the house for 1 year, yet they sold us the policy nonetheless, they could have rejected our premium for lack of 3 years of maintenance records, but they did not.  Therefore, we reserve the right to reject their 'discretion', as it does not fit our situation, which they very well were aware when they signed the agreement in October of 2015.
Regards,
 [redacted]

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.
As long as the technician...

follows through.   He has not contacted us as of yet.  We are just back from vacation and will contact him directly if no response soon we are back to the drawing board.

That is incorrect. The customer purchased their contract on May 16, 2017. The customer filed their first claim with our company on June 23, 2017 which is after the initial 30 days. The initial request to cancel the contract was called in on July 6, 2017 at which time the cancellation request was submitted for processing. On 8/10 we received notification that a dispute was filed. The customer did not request to cancel within the 30 day period and is not eligible for a full refund. Since the customer has already received their refund they are no longer owed any additional funds from our company.

[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]

Select Home Warranty advised the customer that we warranty appliances and systems, their garage disposal has stopped working the same model is available on Amazon.  We stated tot he customerthat they may purchase the unit have it installed by a local technician which would be cheaper and send...

the invoice in for reimbursement.Select Home Warranty is a warranty company we do not insure appliances and systems we provide a service on replacing comparable items, in this case it is an In-Sinkerator.The customer has requested to cancel their service with us and we are processing their cancellation.

Select Home Warranty has issued a refund for the remaining balance directly to the customers credit card, they should allow 1 -2 business days for it to reflect on their account.

Select Home Warranty has contacted the customer to resolve the matter of the cancellation request and it is currently in process.We will notify the customer once the refund is issued back to the credit card

The item has to be upgraded to meet state law requirements, we are unable to cover the replacement itself of an opener that has a sensor, we were more than willing to offer the customer a reimbursement for the cost of what the original garage door opener was so that they may use it towards the upgraded one with sensors.The customer did not allow us to look into the matter further and decided to cancel before the matter could be looked into further.

Select Home Warranty received the request for the claim on
the dryer on 9/25/2014, customer stated that the control panel was broken.  We sent a technician to the customers’
residence they sated that the button is missing to start the machine.  The actual part is not...

available
individually, the whole control board would have to be replaced. We advised the
customer that the button is the only thing that needs to be replaced and we
would issue a 50.00 payment to him to cover the cost of the button by itself.
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,
without proper maintenance records and pictures the maximum payout on any
system/appliance is upto $250.00. 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, valves, dispensers.
On 10/13/2014 we did call the customer and spoke with his wife
and stated that we would be sending the 50.00 and they could use towards
purchasing either a button or a new control board even though it is a
non-covered item. On 10/14/2014 customer called us and wanted us to fix the
button we tried to explain the issue and advised the same information we spoke
to his wife about.
Select Home Warranty did fill their contractual obligation
regarding the issue with the dryer.

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

because:They are only paying $200; the amount I had to pay was $275.  The reason they are only paying $200 is because I cant provide maintenance records on the ac unit.  I cant provide those records because I just bought the condo 5 months ago and have no access to any such records.  I told them I would be glad to provide the inspection report done by a respected AC/HVAC company before purchasing the condo but apparently that was not good enough.  So I am only requesting reimbursement for what I paid out of pocket;  I am not asking for compensation for all the hours spent on phone calls to this company, aggravation resulting in work lost on my end or anything else.
Regards,
[redacted]

The customer requested a breakdown of the refund, it has been sent for them to review...

Select Home Warranty currently is still working with both technicians and they have continued to service our customers.The technicians expressed their concerns with servicing the customer and at that...

time we stated to the customer that it would be in their best interest to secure their own.We spoke to the technicians and they stated they did not want to go back to the customers home.The customer was refunded as per the Terms of Agreement, and they spoke with a Manager on 07/10/2015 and was informed of the breakdown of the refund, they did not agree ion the amount but we did provided clarification as to why the amount was given.The customer did not express any issues about the refund at the time they were on the phone call with our Manager.Select Home Warranty provided two separate technicians for the customer, the issue was not resolved because the first technician wanted payment upfront from the customer and we insisted that they bill us not the customer.Select Home Warranty did approve the repairs and asked the customer to secure a local technician and we would move forward, it was the customers decision to cancel.The customer is not entitled to a full refund as we did fulfill our contractual obligation.