Select Home Warranty

We did reach out to the customer a few times but have not heard backThe customer has a issue with the shingles on the roofShingles are not covered under the terms Please see section of the terms.This Agreement does NOT cover the following list of modules, components and parts relating to roof leaks: (i) patios; (ii) porches, (iii) decks; (iv) metal roofs; (v) foam roofs; (vi) shingles; (vii) cemwood shakes; (viii) cracked and/or missing material; (ix) tiles; (x) tar and gravel; (xi) flat or buiroofs; (xii) structural leaks; (xiii) asphalt; (xiv) gutters; (xv) downspouts; (xvi) skylights; (xvii) flashing; (xviii) patio covers; (xix) solar components; (xx) attic vents; (xxi) roof jacks; (xxii) satellite components; (xxiii) antennae; and (xxiv) chimney components.This Agreement does NOT cover repairs requiring partial or complete replacement of the roofWe did go above the policy terms and approve a good will reimbursement for the customer for $

Select Home Warranty has mailed the check to the customer as of 1/28/

The customer disputed the charges with their bankAt this point in time we will need to wait for the banks determination in order to proceed accordingly

We have made numerous attempts to contact the customer to discuss their claimPlease contact our office and speak with Edward in the retention departmentHe has left several messages and attempted to contact the customer by email

Complaint: [redacted] I am rejecting this response because:I told you to refund the entire amount or keep the policy activeYou refunded $+/- Regards, [redacted]

The diagnosis received was information provided to us directly by the technician when they were at the home of the customerThe determination on the diagnosis is standsThis information was provided to us by themTheir claim has been deniedNo additional funds due at this time

Select Home Warranty is currently looking into the customers refund and will contact the customer with a resolve

We did speak with the customer and explained why his ac issue falls outside of coverageWe gave him his next service call for free as a good will gesture

The customer accepted to be reimbursed $and signed the reimbursement form yesterdayA check is scheduled to be issued for this claim already

I have submitted the request with our IT companyThey will be removing the customer from our call listThey should no longer be receiving anything from us

Customers cancellation request has been submitted for processing

Customer has already disputed charges to Select Home Warranty with her credit card company

I am rejecting this response because: The reason for repairs / water heater replacement was caused by neither leak nor fire - please see the attached corrected invoice from [redacted] ***The cause of water heater malfunction is the one which is covered by "Water HeaterThis Agreement covers all modules, components and parts of the water heater necessary to the functionality of the water heater." of "Terms and Conditions" (https://selecthomewarranty.com/termsconditions#back)

We have refunded in full the credit card on file

We have refunded the customers card $as requested

We did speak to the customerWe have waived the cancellation fee for them

Select Home Warranty is mailed out the customers reimbursement check, we do see that the customer did call in on 09/09/to check on the status.We do apologize for the delay in this matter, we will make sure the customer gets the payment, it will be mailed Friday, October

The customers check is currently being issuedThe check should be issued and mailed out to the customer Monday morningThe customer will be emailed the check number as soon as the check is printed

The customer wa advised that Select Home Warranty is unable to cover water leaks from the Hot Water Heater per the Terms of Agreement, the cusotmer disagreed with the resolution and requested to cancel, because of a denial.See Below:Water HeaterThis Agreement covers all modules, components and parts of the water heater necessary to the functionality of the water heater.This Agreement does NOT cover solar or tankless water heating systems or the components thereofThis Agreement does NOT cover the following list of modules, components and parts relating to the water heating system:(i) flues; (ii) drain piping; (iii) pressure reducing valve; (iv) leaks(v)pumps The customer was refunded per the Terms of Agreement.See Below:Cancellation by YouYou may cancel this Agreement within thirty (30) days from the Order Date of this Agreement, as set forth on the schedule page accompanying this AgreementIn the event you cancel within the thirty (30) day period, the You shall be entitled to a full refund if and only if, no service has been provided under the contractAfter the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan costA $cancellation fee will be charged and any service costs incurred by Select Home Warranty

Someone from our office spoke with the customer yesterdayThey have been sent a reimbursement form which was signed by the customer yesterdayThe customer will be reimbursed towards their A/C claimA check is currently being processed