Select Home Warranty

As part of the terms , in order to get higher reimbursements the ac unit needs to be maintained. We cannot be responsible  for units that have not been properly maintained. This is clear in the terms that the customer had 30 days to review and sign. 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.

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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]

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.

Select Home Warranty is currently looking into the customers cancellation request

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.

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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]

The customers reimbursement check is being mailed out in the beginning of next week. They should be receiving it shortly.

[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.
To get my $75 back it's closed. In no way am I satisfied with this business or the results of this matter. This business is not interested in customer satisfaction what so ever.
Regards,
[redacted]

[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]. I accept it, but I felt totally dejected by their policies and warranty coverage fine prints. I feel that nothing could be covered in heater by that fine prints. I should have read them before paying the premium.
Regards,
[redacted]

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.

We spoke to the customer and explained the refund amount. Her refund was calculated in terms with refund policy.  Used3 Months @ $41.67 per Month = $125; Add Cancellation Fee of $75 = $200 ; Also Less Claims Paid/Owed of $150 ; Subtracted from original payment of $537.5; Totals a Refund of...

$187.51. Please see cancellation policy. 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 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 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.

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

Select Home Warranty issues refund from the day that thepolicy is paid for not from the day the policy goes into effect.We also state that when a refund is issued we charge a non-discountedrated. For the months we provided coverage as well as the 75.00 cancellationfee.13.2. Cancellation by You.You...

may cancel this Agreement within thirty (30) days from the Order Date ofthis 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 beentitled to a full refund if and only if, no service has been provided underthe contract. After the thirtieth day, you may receive a refund pro-rated atthe non-discounted annual plan cost. A $75 cancellation fee will be charged andany service costs incurred by Select Home Warranty. We have sent technicians out to the customers’ residence toprovide service for the Air Conditioning unit.Select Home Warranty would be more than happy to provide more information regarding the refund process to the customer.

This matter was resolved in November when the customer received their refund check, it was not addressed when the customer received the check nor when they cashed the check. The cusotmer has been refunded per the Terms of Agreement.

The customer has an A/C System which contains mismatchedcomponents: [redacted] Air Handler and a [redacted] Heat Pump.  We have discussed with the customer that weare unable to move forward with the repairs for the system as per our Terms ofAgreement. See Below:6.3.6. Air Conditioning (Central)....

ThisAgreement covers the primary floor air conditioning unit of the covered homeonly, provided that the air conditioning unit does not exceed a five (5) toncapacity. 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 zonesystems 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)damagecaused by freon leak.We have mailed to the customer as promised the check for125.00 on Friday, November 21, 2014.  Wewould be more than happy to discuss this further with the customer and offerany resolve that we may be able to work out.

Complaint: [redacted]
I am rejecting this response because: Where is it in the contract that the customer has to secure our...

own tech? How long does a customer have to wait for service? One month, two, three? I was told by [redacted] the reason they are having problems getting a tech is because I live in a "remote" area! Sioux City Iowa is NOT a "remote" area!
Regards,
[redacted]

Mr [redacted] spoke with the customer and the customers cancellation fee will be waived. The customer is in agreement.

Select Home Warranty is issuing the customer a pro-rated refund on 01/23/2015, as per the customers request