Select Home Warranty

We have confirmed with the technician that when he went out to the house the side of the stove was broken and it was missing screws and the burners were out of place. As part of the erms issues like this are not covered under the terms.please see section9.1.2 of the terms 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. We have already approved other claims for the customer that were covered under the terms. We have offered to waive the cancellation fee for the customer if they wish to cancel.We have gone above the terms for the customer.

Complaint: [redacted]
I am...

rejecting this response because: of their delays in finding their contracted plumber, my dry wall ceiling is damaged and their compensation does not cover the dry wall fixes. Also, my primary concern is on this business ability to even find a contracted company to fix a problem on an emergency basis. I have seen two different instances so far and both the repair request ran into issues with respect to their contracting company either not responding on time or not submitting a diagnostic and repair estimate. I am now worried how this company will respond, if I have a HVAC or other critical issues and it defeats the whole purpose of me going with a home warranty. Moreover, it puts my tenant at risk, if something break down and I don't take care of that which may result in tenant suing me. Now their reimbursement team is stating that they will take up to 30 days send the check, in case the work is done by the client. Looks like this company is engaging in unfair business practices in terms of promising their customer on a) how good their contracting companies are, b) broader range of contracting companies to handle a specific work if one company cannot do it for some reason, c) turn around time to complete the repairs, d) process the reimbursement etc. I would like to hear from them on all these fronts. Thanks[redacted]
Regards,
[redacted]

Select Home Warranty has been in contact with the customer, as of 1/30/2015 the customer has agreed to two reimbursements each 125.00 for a total of 250.00.Please acknowledge signed release agreeements from the customer which will be mailed out on February 10, 2015.

The customer has been informed that they have been approved for the maximum allowance which is $150, unless they are able to supply us with three years maintenance records. The customer refused that offer and requested to cancel their contract. Their contract has been cancelled per section 13.2 of...

their warranty.

The customer purchased a policy with Select Home Warranty on 01/03/2014, we sent a reminder that the policy is about to expire.Select Home Warranty sends a reminder to the customer up to two moths before the expiration date as reminder to renew.The customer is more than welcome to call us and we...

would have explained the process over the phone, for future inquiries the customer may contact us directly.

[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]

The customer currently has a dispute case open with their credit card company against Select Home Warranty

The refund was put thru today. it can take 3-5 days to post to the account.

we did speak with the customer and sent him a reimbursement agreement.

We spoke with the customer , We will reimburse him $200 towards his claims as a good will. We will send him a reimbursement form, once that is signed a check will be sent.

The customer spoke with someone from our office today and the customer will be hiring their own...

technicians for the claim. The customer has been sent the secure your own technician instructions. If you have any questions with how to proceed with the claim please do not hesitate to contact our office and speak with someone in our claims department who can further instruct you in the process.

We did speak with the customer and helped with a reimbursement .

Select Home Warranty has received a cancellation request form the customer as of 1/19/2015, it is currently being processed hthe customer should receive a pro - rated refund in the next 5- 7 business days

Even though the first check was cashed we have issues another check and mailed it today.

[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.]
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]

Complaint: [redacted]
I am rejecting this response because:the amount is not in accordance with there contract, on either of the 2 claims filed for the repair work on furnace,and they are out side there contract of the 30 day refund police.
Regards,
[redacted]

We spoke with the customer and have approved the repair.

We have already got 2 separate diagnosis from 2 technicians. The ac unit compressor shorted out and there was a Freon leak. Theses issues are not covered under the policy. Please see section 6.3.6 of the terms 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) condensation leaks; (xviii) mismatched systems; (xix) damaged ducts; (xx) improper wiring; and (xxi) improper piping;(xxii)freon leaks;(xxiii)damage caused by freon leak. Even if this was a covered issue the max the policy limit on an issue like this would have been $150. Please see section 9.1.2 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 up to $150.00.  So to summarize. This is a non covered issue and we have gone above the policy terms to approve a $200 reimbursement. We have not only honored  the terms but we have gone over and above for the customer.

Complaint: [redacted]
I am rejecting this response because:
Again there was NO LEAK IN THE SYSTEM. As you should know a dirty coil will often cause the Freon to appear over charged then a tech may recover Freon to make it appear properly charged. Then when the coil is cleaned it is now low on Freon. Freon get ADJUSTED. With leaking freon there would be an ice which was not in my case and adding amount of freon would way more than 0.5. 
Regards,
[redacted]

The customer placed a claim before the policy was effective for claims. There is a 30 day wait period from receipt of payment before claims can be made. This is clear on the terms and conditions on our website. PLease see section 4 of the terms. 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 Furthermore the policy does not cover bad smells. The policy covers plumbing leaks and stoppages. There are two reasons that this is not a covered claims and we explained this to the customer numerous time. We also told the customer that they can call a plumber and even though this is not a covered claim we will try to help with a reimbursement.THIS IS NOT A COVERED CLAIM.