Select Home Warranty

We did speak with the customer and they are approved for a $150 reimbursement.

The customer has never been informed that they were approved for the full amount. On previous instances the customer has been told that they are only approved for an allowance of $150. If they were able to provide us with the requested documents we can review their claim for an additional allowance. On 7/21/17 the customer spoke with Mr. [redacted] in our office. Mr. [redacted] informed the customer that they are only approved for $150 at this time. The customer refused the $150 reimbursement and requested to cancel their contract. The customers cancellation request is currently being processed as soon as their refund check is issued it will be mailed out.

The customer had an ac that broke down due to an electrical failure  , issues like this are not covered under the terms . please see section 9.1.2  This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, knobs and buttons, door seals,...

displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise, refrigerants, valves, dispensers, installation, electrical failures.

The customer at this time is not eligible for a full refund as full refunds are issued within the first 30 days of purchase. if the customer wishes to proceed with cancelling their contract we can do so per section 13.2 of their agreement. Please confirm if you wish to proceed with cancelling your...

contract. No additional funds due at this time.

I am rejecting this response because:
The contacted me over 2 weeks ago and they told me that they were giving a refund for $125. I told them the amount was incorrect based on the contract....

[redacted] contacted me over the phone and we went through the numbers and in fact he realized the amount was supposed to be $300.$500 Paid$375 Refund for 9 months  (contract cancelled in Oct as per [redacted] - office manager - From July to Oct is 3 months) -$75 Cancellation fee as per contractBalance $300
As of today we have not received any refunds, we cannot close this complaint until we receive the funds.

Select Home Warranty is not in breach of contract as we do have an option for customers to secure their own technician if they feel we are not able to locate one fast enough.

The payment was already refunded back to the customer card ending 7171.

Complaint: [redacted]
I am rejecting this response because:
Acording to Warranty Company :See Below: This reply says it covers modules, components and parts of the water heater necessary to function! How is the tank that holds water not necessary to the function of a water heater!A water heater is a tank that holds water. That's 90% of the water heater. There's no circuit board to replace, no motor to replace, & there's no module to replace. Sec 6.2.7 is a riddle! This is fraud. If Revdex.com can't resolve this this, I would like to cancel this warranty and I would like a refund. 
Regards,
[redacted]

Customer has been called numerous times and left several messages. Please contact our office and speak with Mr. [redacted] so that we can resolve the customers concerns.

Most of the contractors that we contacted do not work on the brand that the customer has or they were providing us with a few weeks waiting period. A contractor has been assigned to the customers claim yesterday and they should be giving them a call to schedule an appointment. Speedy Appliance was...

the only contractor providing us with the earliest appointment for this customer. The customer can contact them at:  [redacted] Tel: ###-###-####The contractor should be in touch shortly to schedule an appointment.

The customer is not eligible for a full refund as refunds are issued within the first 30 days of purchase. We will proceed with cancelling the customers warranty contract per section 13.2.All our terms and conditions are present on our website at all times for customers to view. We will also...

re-email the customers warranty contract as requested. No additional funds due at this time.

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.

We usually reimburse $95 towards a replacement microwave. This covers a basic unit. However, as a courtesy we are going to increase the allowance to $150. That is the maximum allowance we can provide this customer on this claim. Please confirm acceptance of this amount so that we can proceed...

accordingly.

I am rejecting this response because: The cpmany has only responded to part of the complaint with a copy of the refund receipt.Here's the rest of the sitation that they need to be accountable and explain...

themselves for.           12/18/2 I finally received the refund only after they received the following: NJ Attorney General complaint, Arizona Attorney General complaint, NJ Revdex.com complaint, AZ Revdex.com complaint, Department of insurance and department of finance complaint and my initial 10 emails and phone requests. 90 days to get the company to do the right thing and numerous formal complaints. Like I stated in my original complaint, this company really should be audited. I'm sure the average consumer would never know to take the steps I've taken to receive the proper service. They are completely unethical and if you scratch the surface a little further they'll fall into gray areas infringing on consumer rights and breach of contract issues.

We did reach out to the  customer and they hung up on us. The customer laced a claim for an ac not working. We sent a technician and the unit failed due to a shorted to ground electrical failures. These types of issues are not covered under the terms. Please see section 9.1.2 of the terms"This...

policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, knobs and buttons, door seals, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise, refrigerants, valves, dispensers, installation, electrical failures."

The customer was informed that per section 6.4.10 this claim was not covered. The customer received a copy of their warranty and signed it therefore accepting all our warranty terms and conditions (see attachment). The customer already requested to cancel their contract and their May installment has...

already been refunded to them. Since they are a monthly paying customer they were only eligible for the last installment. No additional funds due at this time.

The customer was advised on 11/19/2015 that in order to have a claim paid out when you have obtained your own technician, is that they are to call Select Home Warranty when the technician is in the home, advise SHW what the issue is.Once we know what the issue is then if the matter is covered we...

then give authorization, if the matter is not covered we advise the customer that they can have the work done, but it will be subject to review and they can send their invoice in for further review, we areunable to pay out on a claim if the matter is not reported through the customer.The customer sent in invoices for work that was not approved by SHW, we will be contacting the customer directly to further resolve the matter

Select Home Warranty has mailed a check for the Garbage Disposal , as discussed with the customer on 2/16/2016.

I am rejecting this response because:
My expense was 350.00 not 150.00 I will not settle for anything less than what is fair and what is promised to me when I signed up for the service. It is a matter of principle, it is a shame that American companies would do this to their customers, where is the honesty?

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.