Select Home Warranty

The customer no longer has an active policy with Select Home Warranty as they have already been issued a full refund as requested. In addition, floors are not and were never covered under the customers contract. No additional funds due at this time.

Please see the attached policy as it was originally purchased my [redacted] on January 19,2015, we did update the policy once the home was transferred to the new home owners, but the policy was paid by [redacted].Select Home Warranty also took care of a claim in the home back in May of 2015, we will not be refunding the customer for this policy.Please see the attached policy from the original home owner from January 19 2015 we will be able to provide additional documentation if needed.

From: Charles Randolph [mailto:[redacted]] Sent: Tuesday, June 30, 2015 3:32 PMTo: [redacted]Subject: ID# [redacted]  To whom this May Concern: On 3/26/15, I submitted a claim against Select Home Warranty, [redacted] for non-payment of refund on cancelled policy. I settled with the company, with the promise to send check.As of this date 6/30/15, no refund check nor any communication. Regards,*
[redacted]
[redacted]
[redacted]

I have submitted the request with our IT company. They will be removing the customer from our call list. They should no longer be receiving anything from us.

We have tried reaching the customer numerous times with no response. For help with this issue the customer mat call mr [redacted] at ###-###-#### mon-fri 9-6 est.

The cusotmer has been issued a refund back to their credit card as of 1/6/2016 per the Terms of Agreement.

Select Home Warranty is currently researching the refund we have issued to Mr. [redacted]s, if the amount is incorrect we will gladly rectify it as soon as possible.

We have removed from all marketing lists

We are waiving the $75 cancellation fee and any unused months will be refunded. This is going above the policy terms

[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 have tried contacting the customer but the phone number on file is incorrect. Mr. [redacted] has sent an email to the customer asking to return our call. Can you please provide us with an updated phone number or contact our office and speak with Mr. [redacted] so that we can update our records and...

help resolve the customers concern.

Complaint: [redacted]
I am rejecting this response because:
I called to speak...

with the representative as advised.  He sympathized with me and assured me that I should not have received such treatment and said he would send a settlement of $400 for the trouble I had experienced.  After taking my credit card information, I asked if he had cancelled my policy as I had requested the last time I spoke with a representative.  He had NOT cancelled my policy so I asked him how much would be refunded with the $400 added on to the refund of my policy.  He said $1200.  I just looked up the amount I paid for the policy and calculated that this is is the original sum that I should be receiving just for cancelling my policy!  I would like to add this deception to the list of problems I have had with this company.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  section 8.3 the vendor refer to is:  "(iii) In lieu of replacing a system or appliance that is deemed irreparable or it is not cost effective to repair, said determination being made by Select."  Repairing the microwave for US$ 200 is definitely much more cost effective than replacing it by a brand new one at a cost close to US$ 1,000.   Hence, the vendor should have reimbursed the cost of the repair minus deductible.thanks
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Select Home Warranty has completely mis-represented their Warranty Policy.  The Sales Rep ([redacted]) indicated that age of the appliance / system was not a factor and that he would personally work with us regarding any issues where coverage was in question.  We were also told, that they operate in a manner that if an appliance can not be fixed, then a replacement would be provided.  We bought NOT only 1 policy, but 7 based on this information! We filed 3 separate claims: 1) Electric water heater had water coming out of the top element cavity and they denied the claim for the fine print in their policy saying they don't cover leaks in water heater. 2) Sub-zero refrigerator - technician was dispatched, whom we paid $45 to, that indicated the problem was the thermostat.  This is after the date / time for the appointment was established for the technician and which he did not show up on the date scheduled, which then had to be re-scheduled.  The technician then called back after the appointment and said the thermostat for our model / serial # was no longer available, when in fact based on my research indicated that a part WAS available (18 of them at Midwest Parts in Chicago) for $114.88.  While they insisted that a part could not be found, they attempted to compensate us $175 for "buy-out" of a sub-zero that would cost us $10K to replace.  I don’t trust that this technician was knowledgeable or even reputable. 3) Several outlets stopped working – they assigned a technician from Missouri that was NOT even licensed in Illinois where the property is located for the service.  When I spoke to the technician and asked about his experience with Select Home Warranty, he informed that he has done service work for them and has not been paid.  When I called back Select, there response was that I could do my own search for an electrician and they would let me know if they’d approve him to do the work. After 3 such attempted claims with this company, they are not reputable and mis-represent their service agreements.  I requested my FULL money back because absolutely NO SERVICE has been provided, nor do I believe they would ever actually honor a claim no matter what it is.  They are attempting to hide behind their “policy” in not refunding a FULL amount based on the # of months since I bought the policy. I would NEVER recommend that anyone do business with this company because I have multiple different examples where IF you could get them to just not flat-out DENY your claim,  you would be in a constant battle with them to fix / replace the item.
Regards,
[redacted]

The customer does not have to pay for the part for the HVAC system, they only have to pay for labor, as we are not doing the repairs on the unit the customer is responsible for the labor costs for the free part they are receiving from the manufacturer.See Below: 6.1.2. Manufacturer’s Warranty. All systems and appliances covered under either the manufacturer’s, distributor’s, or any other express or implied warranty will not be covered under this Agreement.

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Better...

Business Bureau:
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 issued the customer a pro-rated refund per the Terms of Agreement, we will email the customer a refund breakdown.See Below: 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 customer was originally offered 100.00 for a standard garage door opener, once the customer heard that they requested to cancel their policy on several occasions, while we were still trying to work with the customer.Once the cusotmer realized their refund amount was less than the amount we were willing to offer they decided they did not want to cancel the policy, we are not able to reverse the cancellation process and we have advised the cusotmer of this.

The customer placed a claim for a furnace issue. The policy limit for claims like this is $150 if the customer does not have maintenance records. Please see section 9.1.2 of the terms. "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 up to $150.00." We have gone above the terms and approved a $250 reimbursement

[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 as long as Select Home also notes in this agreement that they  also agreed to cancel my contract and that they not attempt any further ach debit charges to my account now or in the future as regards this contract
Regards,
[redacted]