Select Home Warranty

Select Home Warranty does not show any additional money owed tot he customer, we have sent them the original 45.00 and the technician has been paid.We do not show any additional money owed to the customer, if there was then then the customer, again, will have to call Select Home Warranty, if they do not then this matter cannot be resolved.This matter has been resolved and should be closed.

We did speak with the customer and they will get their own tech and follow up with the diagnosis.

We have approved a full refund and have mailed out a check

Complaint: [redacted]
I am rejecting this response because:
The only resolution was that the warranty company finally sent me my contract, after purchasing it over six months ago. As for the other complaints, I was only promised that...

each operator I spoke with would be given harsh warning. My complaint was with the business practices, not with the actions of a few operators.No mention was made as to my reimbursement for a service I was told was covered.
Regards,
Dennis [redacted]

Select Home Warranty has advised the customer that we do not cover leaks of any kind in appliances, once we advised the cusotmer of this, they requested to cancel their policy.The customer was provided the amount of the refund and then decided they did not want to proceed with the cancellation, we...

did advise the cusotmer that we could not reverse the process. See Below:6.2.1 Refrigerator. This Agreement covers one (1) refrigerator located within the kitchen of the covered home. This Agreement covers all modules, components and parts of the refrigerator necessary to the functionality of the refrigerator. This Agreement does NOT cover the following list of modules, components and parts relating to the refrigerator: (i) ice makers; (ii) ice crushers; (iii) beverage dispensers; (iv) freezer parts and components which are not essential to the refrigerator unit as a whole(v)freon(vi)freon leaks;(viii)damage caused by freon leak(ix)leaks(x)sealed system.

Select Home Warranty refunded the customer a pro-rated amount as per the Terms Of Agreement on 12/09/2014.

Select Home Warranty mailed check #[redacted] -317.00 on 2/12/2015 after the customer spoke with a Customer Relations Specialist, we agreed to mail a refund check as the customer did not want therefund returned to their credit card. The customer was emailed on February 5th to verify that we would be...

mailing the check to her billing address, unless they request it to be mailed to another location.Select Home Warranty will mail any correspondence or checks to the billing address originally given to Select Home Warranty, it is up to the customer to update us if that address is no longer valid.We did email the customer on February 5, and stated that the check would be mailed to the billing address, unless we were contacted with a new address, we did not hear from the customer until February 19.The customer called in and stated that the check be re-issued, we explained tot he customer that we are a business and there is protocol for payments that we must follow.In this case if a check is mailed to the wrong address we will wait for the check to come back, usually in two - three weeks then we will re-send it.  In the case the check is not returned to us within that time we will issue a new check and charge a 25.00 stop scheck fee to the customer if we mailed it to the address on the account.Select Home Warranty did advise the customer of these procedures and ask that the customer honor them as well, as we did give the customer numerous opportunities to update their account information.Please acknowledge the copy of the email that was sent to the customer on February 5th

I am rejecting this response because:
This was...

not my complaint. My complaint was the miscommunication to me about what was covered under my terms and conditions and the fact that I never received me terms and conditions until after my 13th attempt to resolve the issue. Their response is a prime example of why I am upset. They keep acknowledging part of my complaint, not the prime complaint. They can not take responsibility for intentionally misleading me. Not until I had to reach out for the 14th time did someone in clear words explain the warranty to me. Every other person just said according to my policy guidelines. Which I stated previously I never received until June. I bought my house in August and submitted my claim in January. It took almost nine months to get my policy guidelines, but not until after I had reached out and filed a complaint through the Revdex.com.

Diagnosis has been received from the technician for the customers claim. The customer has been approved towards an allowance on the repairs of their A/C. The customer has been informed on 10/6/17 of the approval towards their claim and was provided with the approval information. No additional funds...

due at this time.

Complaint: [redacted]
I am rejecting this response because:
I never requested to cancel my policy. I received an email stating my policy had been cancelled and requested that invontact them concerning my refund.I spoke with 2 manager and they stated that I had to reactivate the policy and send 3 years of maintenance records and they will review them and a new claim will need to be opened. 
Regards,
[redacted]

Select Home Warranty has advised the customer that they fall within the first 90 day 150.00 on electrical claims.  The customer purchased purchased the policy on 06/03/2015, the policy does not gointo effect until 30 days after the purchase date.  The 90 day period starts the day the...

policy goes into effect, this is not information that we keep from anyone, it is clearly in the Terms of Agreement.See Below:10. Select’s Liability.10.1 Dimensions, Brand and Color, Limits. Select will not be responsible for matching a system or appliance’s color, brand, or dimensions and only is responsible for repairing and/or replacing systems or appliances of similar capacity and efficiency. The following guidelines will be implemented to provide a repair/replacement allowance. For heating or cooling equipment(hvac), in the first three months of coverage a $500 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $2000 after the first three months of coverage. For appliances, plumbing and electrical (non-heating or cooling) in the first three months a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $500 after the first three months of coverage. For additional coverage options in the first three months a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $400 after the first three months of coverage. In the event a part is not available, Select's responsibility is to reimburse for the value of the part up to the policy limits.If Freon coverage is selected as an option the limit is $150 for the first 3 months of coverage and $250 for the remainder of the contract.The customer was sent a copy of said Terms to review, sign initial and send back that they agree to the terms or they can cancel for a full refund within the first 30 days.  The customer signed and returned their contract on 06/03/2015.

We sent the customer  the reimbursement form and are waiting for it to be sent back.

A check is going to be issued on Monday morning for the customers refund and will be mailed out the same day.

Whether its an estimate or an invoice per the document received it states that shingles need replacing which is not covered under the contract. Until these repairs are completed we cannot have a contractor dispatched to the customers home.

The following information was sent...

to the customer regarding the calculation of the refund on November 30, the refund was issued per the signed Terms of Agreement.  Hello As per your request listed below is the refund amount, along with the formula used to calculate said amount. The non-discounted rate for a 12 month policy totals $ 499.99     , when broken down into monthly installments, it totals approximately $ 41.67     a month. Listed below is how your refund was calculated: 1. Total Months used :  2. 75 cancellation fee 3. Less claim cost incurred by SHW 4. Total Charge to you : $  355.02 5. Minus your original payment of $ 399.98 6. Equals a Refund of: $ 44.99

We did speak with the customer and assisted with a claim reimbursement.

Diagnosis for the customers claim was received by the technician on 9:49 AM. Currently the claim is under review with the authorizations department. I have submitted a request to expedite the process. As soon as a decision has been made the customer and the technician will be notified accordingly.

Complaint: [redacted]
I am rejecting this response because:
Business (from the second employee) makes excuses for this issue - customers need to be made aware of something to this degree - not have the exclusion hidden in a paragraph half...

way through the contract - very deceptive.  Second employee offered to present the complaint to board of directors - would like a follow up of that presentation to see if any changes will be made for the consumer.
Regards,
[redacted]

The customer has been refunded back to their credit card as of 12/24/2015.

We spoke to the customer and sent his agreement to a different email address.