Select Home Warranty

Complaint: [redacted]
I am rejecting this response because:I requested a refund before the policy took effect & the rep talked me out of it saying I wouldn't face...

the problems I was told I would using this company& that I could cancel w/o penalty for the full amount if I decided to. Last month was the first time I tried using the company & found that they just send anyone after 4 companies provided for the same issue, that nothing was done other than taking my $45 deductible the plumbing company provided false info & I relayed that to the company all I was told was they were sorry and nothing was done, I was told the assigned repair company didn't call when they did & were given the run around. I requested my refund again of both policies as was told I would receive an email about it to hold off on my Revdex.com complaint as they tried to resolve the repair, I did and none of which occurred on the warranty companies end. I was asked who I spoke w/ regarding the cancellation because there were no notes then I said I'm sure you all have documentation as I was assured it would be written in should I decided to cancel & wouldn't have to pay cancellation fee after that the gentle suddenly saw that there was a note about not having to pay the cancellation fee.  I was asked to hold off and then told he wasn't sure what filing a Revdex.com complaint would do but I'm going to do what I'm going to do.  I was passed around on the phone, hung up on, given 4 companies only 1 which showed up and worked on my type of appliance there was never a leak and there is no paperwork to support any of what I'm being told. Even the company that was sent out here said they never had an issue with any of the other warranty companies.  The first company only worked on electric (the warranty company had all the info regarding a gas appliance, after days to get in contact with anyone), the 2nd company was an A/C company, the 3rd company never responded, & the final company came stating that it could be repaired but would need to be done again so it needed to be replaced.  I didn't hire the company sent, paid my money, and no repair was done giving me the run around.  I want both policies canceled with full refund.  I was transferred to retention and spoke with AARON a few weeks ago he said he would try to help me get my water heater taken care of but couldn't promise, and that I would receive the email regarding my refund request, I provided the plumbing company his info as discussed after several days of waiting and he transferred them back to the department that supposedly never wrote down any information in the first place.  This is a poor way to do business, and now they respond saying this is the first time they are hearing my request for a refund. I'll accept the full refund w/o cancellation on both policies. [redacted] (SHW-E) No answer,  [redacted], Electric Water Heater, [redacted], LLC, (Air condition company), [redacted] (Inaccurate info orally provided to warranty company about nonexistent leak) assigning all of these companies doesn't show a company with good business practice giving the customer the run around when needing to use the warranty. 
Regards,
[redacted]

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

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 customer has been informed that they were approved $185 towards their claim. As soon as we received a paid invoice of completed repairs we can go ahead and have the necessary forms sent over to the customer for reimbursement. No additional funds due at this time.

[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.
Regards,
[redacted]

The customer was previously informed by our office that due to lack of maintenance records the maximum were were able to approve on their claim was $200. The customer accepted that amount by signing the reimbursement form they were sent. The customers check has been mailed out on 5/30/17 check #[redacted].

Select Homem Warranty stated that it takes 24- 48 hrs for a technician to get in touch with the customer to set up an appointment not that a repair will ocurr in 10 -12 hrs from the time a claim is placed.The customer originally had a claim for their washing machine in 11/2014 and we did repair the...

machine but there is a 150.00 cap that the customer used at that time and the washer is in need of repair again and the customer will be responsible for the repairs. 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.Select Home Warranty has filled its obligation regarding the repairs for the Washing Machine per the Terms of Agreement and did repair the appliance, the customer is not entitled to a full refund at this time.

We have already reimbursed the customer $90 above the $150 policy limit for this claim. We have already gone above the policy limit for this customer , he is not due anymore funds.

On 10/17/2014 the policy was transferred into customers’name from the Property Manger Property Manager. We received a call on11/11/2014 from the customer regarding a plumbing issue; water was backing upin the toilets and bathtub.  On 11/11/2014 Select Home Warranty secured BRS Restorationto...

service the issue at the residence, the technician stated that he thinksthat there may be a root issue, as the blockage was not easy to clear out.  BRS Restoration had already tried to snake theline and we authorized 130.00. The customer then secured their own contractorand stated that the blockage was due to an excessive amount of sludge, hair andgrease buildup. We did advise the customer that there is cap on plumbingwhich was used towards the first technician, we were not advised that theywanted to secure their own. The customer was also advised that we do not coversludge, hair & grease buildup. On 11/12/2014 we advised the customer tosend in their invoice for review and we would get in touch with them within 24-48 hours.  We advised the customer on11/13/2014 that their claim was still being reviewed to allow us some time and wewould be in touch with them, the customer stated this issue should be covered,we did need to follow our company guidelines and review the claim further, wealso stated to customer if they were unhappy with the service they may cancelat any time for a pro-rated refund. On 11/14/2014 the customer called intoSelect Home Warranty stating that they were filing a Revdex.com complaint.Select Home Warranty still has the claim in review and thecustomer is more than welcome to discuss this matter with us directly andpossibly come to a resolve, or they can cancel for a pro-rated refund.

We have covered the customer for $150 of the claim and waived the customer cancellation fee.

Complaint: [redacted]
I am rejecting this response because:no one has contacted me with a date and time, nor called to schedule any time to come out.
Regards,
[redacted]

I am rejecting this response because:Business is lying - I have many emails to prove that I have tried to reach [redacted] since Nov 7 plus left several messages and he never responded back to me after he said he will take care of this,On top of that I do have a message from [redacted] - he called after I made the Revdex.com aware of [redacted] ignoring me (he called on 12 15 and left me a message) I called him back and left him a message with [redacted] at 630pm on 12 18 and he never called me back since then.This needs to be taken care off If you guys need (Revdex.com) copies of the emails with no reponse from HW and [redacted] I have them.
Regards,
Sergio Alcazar

Complaint:
I am rejecting this response because:  I was told by Select Home Warranty that a plumber would call me on Monday.  No plumber called today.

There is no breach of contract. The customer was informed throughout the entire claims process. The customers account has already been cancelled per their request and the refund check was mailed out. No additional funds are due at this time.

Complaint: [redacted]
I am rejecting this response because: I paid for 2 years.  They are refunding less than 1 half of 1 year.  Had I bought only 1 year I would have saved 350 dollars.  This is scandalous.  I will be posting on social media and persuing legal recourse if I don't get at least 1 years refund. [redacted] 
Regards,
[redacted]

The customers refund check has been mailed out to them check #[redacted].

Select Home Warranty wascontacted by the customer on 06/01/2015 for a HVAC System not blowing cold air,we did secure a technician and they went out to the customers’ home on06/05/2015.The technician diagnosed theunit as follows: Brand Lennox Model#[redacted]; Serial #[redacted]3 Age 1990 –the unit...

is apparently dead, there is no freon, it requires at least 9lbs offreon, unit is superheating at 65 degrees should be at 12 degrees, the unitneeds to be replaced.  The technician apparentlyspent more than 5 minutes looking at the unit to provide a diagnosis that tellsabout the overheating temperature and the amount of freon the unit requires.The customer was advisedthat we do not cover freon, and freon related repairs, in this case the unithas no freon which more than likely the unit was running without it and causedthe compressor to burn out. The repairs are unfortunately not covered under thewarranty, the customer is not willing to accept that explanation.Here are two specificdangers that arise from low refrigerant:·    Icing: If there is insufficient refrigerant inside the evaporator coil,the coil will lose its heat absorption ability. This will leave the remainingrefrigerant in the coil too cold, and the condensation moisture along the coilwill begin to freeze. This ice will only further block heat absorption, andmore ice will form… until a whole ice block across the coil stops heat exchangeentirely.·    Compressor damage: There’s no damage to your AC you want to avoidmore than to the compressor. Should the compressor fail, the whole airconditioning system must usually be replaced. The loss of refrigerant willcause a compressor to overheat and eventually burn-out… and there’s no repairthat can fix that. 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.The customer stated they donot want to go with the original diagnosis and will seek a second opinion, weare currently awaiting the customers invoice from their own technician

Complaint: [redacted]
I am rejecting this response because:The business (Select Home Warranty) probably did not understand my concern.  I know they have offered to reimburse $ 82.All I can suggest is for them to re-read my original concern.
Regards,
[redacted]

We did speak with the customer and have approved a reimbursement for the claim.

Complaint: [redacted]
I am rejecting this response because: Since this time I have not received a refund from Select Home Warranty. I did speak with a customer service rep and he assured me that I was...

getting a full refund, via check. That was on Dec 31,2015. I waited a full week and no refund was sent. I have had no other response from the company. 
This issue will not be resolved until I have received the refund.
Regards,
[redacted]