Select Home Warranty

On 05/07/2013 the customer signed up with Select HomeWarranty for a 12 month agreement with monthly payments, that contract wasrenewed 05/07/2014.Our payment system is an automated system, once the cardinformation is entered it is saved in the system and automatically charges thecustomer on the set...

day the customer and Select Home Warranty has agreed on tocharge the payments.The customer was last charged on 11/07/2014 in the amount of32.92, we have not received payment for December, January nor February.  This is a warranty plan, if payment is notreceived the warranty coverage will lapse.The customers’ responsibility is to make sure that there avalid payment method for continual coverage.The customer did contact Select Home Warranty to place aclaim on 02/26/2015 to place a claim, and we did advise due to lapse incoverage we are unable to take the claim.Select Home Warranty would be more than happy to reinstatethe customer, but, they will be considered a new customer and will have to wait30 days to place a claim.

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.

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]

Complaint: [redacted]
I am rejecting this response because:
My credit card as since lifted the hold therefore I'm still owed the difference between what was refunded and the amount I originally paid.
Regards,
[redacted]

We did reach out to the customer and have not heard back. The customer may reach out to  mr [redacted] at ###-###-#### for help with this issue.

We left the customer a few phone messages and emails with no response. The customer may reach Mr. [redacted] for help with this issue.

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 has already been informed on June 29th that their claim was denied as the indoor coil leaked freon. This is not covered under the customers contract. No additional funds are due at this time.

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?

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.

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

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.

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.

Complaint: [redacted]
I am rejecting this response because: My request for a refund for the remaining policy term, does not excuse the fact that the company denied a...

valid claim for repairs. I still had to pay the ENTIRE cost to replace my AC unit, without ANY compensation from Select Home Warranty, despite work estimate from their chosen contractor stating repairs were need that were covered in contract. Ironically the contractor Select Home Warranty chose, actually warned me that Select Home Warranty would deny the claim and not pay. The exact phrase was "good luck getting them to pay for anything".  I feel they offer a product, then find any excuse to deny reimbursement.
Regards,
[redacted]

b
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. 
However, SHW does conduct customer threatening when customer exercise their right to cancel policy.

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.

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.

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

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.