Select Home Warranty

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

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.

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 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.

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.

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.

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

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.

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

[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]

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]

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]

We did speak with the customer and they were not happy with the outcome of the claim. We have waived the cancellation fee in their request to cancel the policy.

The customer  placed a claim for a 22 year old garage door opener. The customer needed a new garage door opener and was approved for the replacement according to the policy terms. Please see section 8 of the terms,(ii) In the event a covered system or appliance is deemed irreparable or it is...

not cost effective to repair, Select may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced;The customer requested to cancel. We have given the customer the choice of a $150 reimbursement for the garage door opener or we will waive the cancellation fee if they wish to cancel. We have gone above the policy terms for the customer. We are waiting to hear back on what they want to do.

The customer paid for a 12 month period on the policy and we gave the customer 2 free months during a special promotion we were running.The customer is not due any additional refund at this time, as they only paid for twelve months not fourteen.

Please provide a policy number. We don't have an active policy under this address.

Select Home Warranty has reached out to the customer and they have requested to cancel, we will expedite the refund process for the customer

Customer has been informed that valves are not covered. Customer will be obtaining a second opinion and will contact our office with diagnosis.

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]

Select Home Warranty has tried to contact the customer to advise on why claims were not approved and to resolve the matter, the customer is unwilling to resolve on non-covered issues.