Select Home Warranty

we spoke with the customer and he will secure his own technician. We will help him with his claim.

The customer has already cancelled their contract. No additional funds are due at this time.

Select Home Warranty advised the customer that we would issue a check for 100.00 due to the fact the unit is from 1996.The repairs for the unit exceeds the actual value of the unit.

[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]

Complaint: [redacted]
I am rejecting this response because: that is not the case. The diagnosis by the technician was that the fan motor was bad due to an open load which is a normal wear and tear in fan motors. The part replaced was a full fan motor and anything inside it would not be due to external electrical issues. Any fan motor that goes bad would receive this analysis. My total cost with the technician was $489 plus the original $60 service call fee.
Regards,
[redacted]

Customer has been contacted and explained the full policy terms and conditions. The customer was explained in detail regarding her claim. Customer is in agreement.

The customers policy is currently expired however we will dispatch for this claim.

[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]6, and find that this resolution is satisfactory to me.
Regards,
[redacted]

The customer has been given a full refund back to card ending [redacted].  three refund payment were processed on 6/21 and one was processed on 6/22.

We did speak with  the customer and approved a reimbursement for the claim.

We did speak to the customer and we are sending a full refund with a check.

Select Home Warranty had already issued a refund directly back to the customers credit card on 08/26/2015, the customer called in on 8/28/2015 to get policy reinstated, we advised that due to cancellation of the policy we could not accommodate the customer at that time.

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

The customer was informed by someone in our office on 6/23/17 that the evaporator coil was rusted which is what caused the unit to fail. Please refer to section 9.1.2 of the customers contract: 9.1.2. 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. Rust is not covered under the customers warranty and their claim was subsequently denied. No funds are due at this time.

We have reached out to the customer and approved $150 towards her claim. We have sent the customer the reimbursement form.

We did speak with the customer ans have approved them for the reimbursement

The customer placed a claim for a leaking Water Heater, they still have hot water but the unit is still leaking.See Below:6.2.7. Water Heater. This Agreement covers all modules, components and parts of the water heater necessary to the functionality of the water heater.This Agreement does NOT...

cover solar or tankless water heating systems or the components thereof. This Agreement does NOT cover the following list of modules, components and parts relating to the water heating system:(i) flues; (ii) drain piping; (iii) pressure reducing valve; (iv) leaks(v)pumps As long as the unit is working and only leaking we are not required to send someone to the home.The customer would have to get their own local technician and if they find it is a mechanical malfunction, call us and let us know, but just a leak and the unit is still functioning is not a warranty issue.

Complaint: [redacted]
I am rejecting this response because:
It was not made known that there was a 35 day policy. The email I received said 30 days, and I was in that window. Their statements aren't correct. I called on the 26th, not the 24th. I never said anything about my issues beginning on the 24th, the said that. I also paid with a debit card, not a credit card. If their emails say 30 days, that should be the time frame. None of my emails say anything about a 35 day wait period. 
Regards,
[redacted]

The customer has been refunded on 12/03/2015 in the amount of 1166.00 directly back to their credit card, the customer had also placed a dispute case with their credit card company and we are still in the middle of that matter.

These emails are automatically generated and sent to customers. Since the customer ended up using their own technician they should have them take care of the maintenance related issue. The customers claim has been previously denied.