Select Home Warranty

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.

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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 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

We spoke with the customer and we have approved $150 towards his claim. He has signed the reimbursement agreement and a check will be mailed.

We did speak with the customer and have waived the cancellation fee for both of her polices. Please allow 7-10 days for a check to arrive.

I am not giving them any more money so they can have a nice day. pay up or go out of business they need to act responsible for all actions. other i...

will take them to court and win. I want a refund so I dont have to deal with these jerks.I will never use them again I learned my lesson on this companyfacebook is a great tool to put them out of business.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

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

The customers name will be removed from all contact lists.

The customer has been informed that their claim was denied due to lack of maintenance. Per the diagnosis of the technician if the unit was serviced the customers issue would have never happened. Proper maintenance of the unit would include cleaning the coils and by keeping the coils maintained and...

cleaned this would prevent any leaks from happening. Per the customers contract section 6.3.6 leaks are not covered: 6.3.6. Air Conditioning (Central). This Agreement covers the primary floor air conditioning unit of the covered home only, provided that the air conditioning unit does not exceed a five (5) ton capacity. This Agreement covers the following air conditioning components: (i) motors; (ii) compressors; (iii) condensers; and (iv)thermostats. 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; (xv

On 10/14/2014 - Select Home Warranty did advise customer to secure her own contractor as we have given pre-approval for 150.00 in repairs.

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.

The customer requested to cancel their contract on 7/17/17 early in the day with one of our representatives. They stated that they did not wish to keep the policy as freon and leaks are not covered. The customer then called our office later that day and requested to keep their contract in place....

However, by the time they made that call they were already cancelled and a refund of their current months installment was issued to their credit card. No additional funds are due at this time. The customers claim was already denied as it was not covered under their contract. Should the customer wish to have an active warranty they will need to contact our office and purchase a new contract.

The customer will be contacted by one of our Claims Resolution Operations Managers.We have been reviewing all of the customers documents and the matter with Modern Appliance.Select Home Warranty is truly apologetic for any inconvenience this has caused the customer.

The customers refund check is currently being re-issued. A new check is going out this week. No additional funds due at this time.

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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]

No that is not correct. The customer is responsible for their $45 deductible regardless of whether they use their own technician or we hire one for them. Since the service call fee for the technician is $89 (which the customer stated) and the $75 we promised her totals $164. When you deduct the $45 deductible that the customer is responsible to pay regardless of which technician is used the total balance owed is $119 which is what the customer is being reimbursed for. The customer signed that reimbursement form which means the customer already agreed and accepted that amount. They will be receiving a check for $119 which was agreed upon already.

Select Home Warranty does not read every part of the Terms of Agreement to the customer as that would take too long.The customer received the policy and did have the option to review it and decide if they want to keep the policy.Select Home Warranty originally sent the Terms of Agreement on February...

27, the customer then stated that never received the policy, we sent it again on May 4.The cusotmer signed and initialed the policy and emailed pictures of each signed page, the stipulations regarding installation were on the contract the customer received.The contract clearly states we are unable to cover installation at this time, it is something we are looking into for the future.

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]

Technicians need to be paid for diagnosis. Since a diagnosis was obtained the balance must be paid to the technician as it is services owed to them. The customers cancellation request has already been processed. No additional funds due at this time.

[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, pending credit of $73.32 to my account. If funds do not credit my account, I will reopen my complaint.  
Regards,
[redacted]