Select Home Warranty

We apologize for the error. We have resent the correct policy agreement.

We did speak to the customer and explained the diagnosis. The customer  wishes to get a second opinion. we will wait for that information.

We apologize for not getting a tech on time we will refund the full premium via check. please allow 7-10 days to arrive

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.

The customer  was  offered a $200 if he kept his policy with us. We do not give a reimbursement and a refund for a policy this is against the terms. The customers credit card was already credited for the refund and the policy is canceled  If the customer has proof we approved both please provide documentation

Select Home Warranty has spoken with the customer andexplained that originally to move forward with their claim, we would requirepictures of the unit as well as maintenance records. See Below:9.1.2. This Agreement doesnot cover any systems or appliances that have had previous repair or thatrequire repair or replacement as a result of improper installation, previousrepair, damage caused by any construction activity, improper wiring, inadequateor lack of capacity, power failures, power surges, overloads, missing parts,failure to properly maintain, failure to properly clean, neglect, misuse,corrosion, rust, sediment and any modification to the system or appliance. Youare responsible for providing maintenance and cleaning by a licensed technicianon covered items to ensure continued coverage on such items. Select reservesthe right to request prior years (3) maintenance records and/or pictures,without proper maintenance records and pictures the maximum payout on anysystem/appliance is up to $150.00. For example: heating and a/c systems requireperiodic cleaning and/or replacement of filters and cleaning of evaporator andcondenser coils.There is not a point and time did we hide these requirementsfrom the customer as it is clearly outlined in the Terms & Conditions, thesame Terms & Conditions that was signed and initialed by the customer statingthat they reviewed them and agree to set Terms.Select Home Warranty reserves the right to ask formaintenance records to make sure that the customers are maintaining the unitsas per the manufacturers’ specifications. All HVAC systems do require at least one maintenance per year if not twoto keep the unit running to its maximum performance. The request for picturesis to show the state of the unit, just as you would take pictures for any typeof warranty or insurance claim.We have worked with the customer to try and resolve thismatter and the customer has requested a refund, which we have issued, for anyunused time.

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

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

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.

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.

Complaint: [redacted]
I am rejecting this response because: check has not been physically received. we were told it would take 30 days to receive the refund. Also it does not fix the issue at hand they mislead us and took advantage of us. This is a shady company, they don't even offer reviews on their [redacted] page because they are so crooked and they don't want people to know the truth.
Regards,
[redacted]

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]

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]

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

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

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.

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

I am rejecting this response because a full refund, as promised by multiple customer service representatives, was not applied...

to my credit card.  Furthermore, there is no logic for the pro-rated refund.  A 72 month (6 year) plan was purchased at a price of $1495.  This equates to a monthly amount of $20.76.  The policy was active, though never used, for 3 months.  This total is $62.29 so the pro-rated refund amount should have been $1495 minus $62.29 for a refund of $1432.71.  However, a FULL REFUND had been promised multiple times by this business.  Here are additional details regarding my claim:On 11/24/14, I contacted Select Home Warranty (SHW) and requested a full and complete refund of this policy.  The representative I spoke with said that she could see in her notes that multiple assignments had been made and no claims paid out or services used, which is correct.  She said that a member of their billing team would contact me on 11/24 or 11/25 to finalize the cancellation.  I did not receive a call back from SHW.On 12/1, I contacted SHW at 9:00am, spoke with an unnamed man.  I explained the situation to him and he confirmed that they have the right phone number on file, which they already did.  He said that he was personally going to expedite the situation with the billing department and would call me back within 3 or 4 hours.  No phone call was ever received.  On 12/3, I contacted SHW at 3:30pm, spoke with a man named [redacted].  I explained the situation to him as well.  He placed me on hold and then came back to tell me the full refund would be processed this evening or tomorrow morning.  I explained the history above and that this was my final phone call before contacting American Express, the Revdex.com, and my attorney on this matter.  He acknowledged that the original request for cancellation was dated 11/24 in their system and that a full refund would be processed.  He also confirmed my phone number, which has been accurate the entire time.   On 12/7, a partial refund of my purchase was applied to my American Express card but not a full refund as requested and as promised by their service team.  Based on the excessive wait times for service, rendering zero benefits from this company, and out-of-pocket expenses over $500, I am making a final request for the full refund amount to be credited back to me before pursuing legal action seeking lost time, lost wages, pain/suffering, out-of-pocket expenses to deal with this matter.
Regards,

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