Select Home Warranty

[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] ***

We did speak with the customerThey have been approved for the policy limit on the claim

Complaint: [redacted] I am rejecting this response because: Once again, I was out of town and not home to know what was going on with the water heater. I am not a plumber! I needed a plumber to come look at the issue and diagnose what was going on with the heater. I pleaded for someone to go look at the heater because I have elderly parents at home and could not have them without water. I was alerted by my niece that it was acting up and that is when I called Select Home Warranty and was told that they would have someone come out. I was clear about the fact that I was not home and needed a plumber to come out right away. Instead the plumber called and never went to my home. I then called numerous times stating that they needed to send someone out, they refused. I paid every month to have the protection of home warranty coverage. Why would I pay that money to them if it is up to me to diagnose all the problems when that is not what I do! This company is supposed to send licensed and experienced contractors out to customers homes to diagnose and fix the problems. If it is not covered under the plan then that would be discussed at that time, but they do not know what the problem is unless the contractors come out to the home. This is not complicated, this is common sense. If a customer is needing to check on a repair and asks for a service call and wants to pay to have that service call complete, then they need to do their job and send someone out. What is the point of them being in business if the customer has to do the service call, diagnosis and repairs themselves! I want my money back! This company is a fraud! Regards, [redacted]

The customer placed a claim for a furnace issue. The policy limit for claims like this is $150 if the customer does not have maintenance records. Please see section 9.1.2 of the terms. "Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper... maintenance records and pictures the maximum payout on any system/appliance is up to $150.00." We have gone above the terms and approved a $250 reimbursement

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.

[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.] I have not received this so called reimbursement form I have told them that several times I will wait two days and if I don't get the form to sign, I will let you know 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 placed a claim with Select Home Warranty on01/30/ome for the HVACSystem via our website The customer wascontacted by a customer service representative on 01/301/& 02/01/2015and advised that they should forward the invoice for review since the work wascompleted already.The customer called us back on 04/07/after we received theirinvoice on 02/05/2015, they inquired about the process time, we did apologizethat it had not been handled sooner, and immediately requested the necessarydocuments from the customer.The unit required a replacement of the circuit board, we doreserve the right to request pictures and maintenance records in any majorrepair or replacement See Below: 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 applianceYouare responsible for providing maintenance and cleaning by a licensed technicianon covered items to ensure continued coverage on such itemsSelect 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 $For example: heating and a/c systems requireperiodic cleaning and/or replacement of filters and cleaning of evaporator andcondenser coilsThe customer was advised that we would require thesedocuments to move forward with the claim, the customer sent over the same receiptfrom Al [redacted] I dated 1/31/2015, for the completed work Once we stated this to the customer they becamevery difficult to work withWe did try to explain that this is protocoland the sooner the customer provides the requested documentation the quickerthe process would be.We were also told that the Property Manager would be contactingus, but they could not supply maintenance records at that time either Select Home Warranty did express to the customerthat we would require the maintenance records to move forward.Please acknowledge attached copy of email & receipt ofservice, not maintenance

We are awaiting the customers call regarding the costs of the parts for the repairs on the claimsAs soon as we hear back from the customer we can proceed further with the claim

As a courtesy to the customer we went ahead and waived their cancellation feeAs soon as the customers check is issued it will be mailed out

We did speak to the technician and this has been taken care of

The customer at this time is not eligible for a full refund as full refunds are issued within the first days of purchaseThe customer purchased their warranty contract in therefore making them no longer eligible for a full refundWith respects to the customers microwave claim they were approved for the maximum allowance of $The customers plumbing & a/c claims were both denied as leaks are not covered under the warranty agreementIf the customer wishes to proceed with cancelling their contract we can proceed per section of their warranty agreementPlease advise if you wish to proceed with cancelling you agreementNo additional funds due at this time

The customer requested a refund of all charges and this is what we have doneOnce we have given a full refund the customer no longer has a policy and we do not handle any claims

Complaint: [redacted] I am rejecting this response because: The company is essentially offering to do nothing, just like they did when I called yesterday.My Credit Card company will only return the $($for Policy One and $for Policy Two) after a review which could take several weeksYou are still able to refund the full amount in which case the credit card company will drop the dispute I have opened, and I will have my funds back within 3-business daysFurthermore, you would still need to refund the $co-pay for the technician you chose to come out to my house and then you were unwilling to complete the repairIf you refund the $TODAY, I will close this dispute and eat the $co-pay, but if you do not refund the $amount to my card, I will continue with this dispute through the Revdex.com for the full amount due me including the $co-pay for the repair you were unwilling to complete Regards, [redacted] ***

The customer spoke with Mr*** later in the day yesterday and the customer was approved for the full repairs of $which is balance due on the repairsPlease contact the technician to schedule the appointment for repairs

This customer cancelled their contract and received a refund for all payments made between the month of June-SeptemberIn addition, the customer filed disputes for all those installments as wellAt the present time we can no longer assist this customer as dispute charges were filedThe customer had also received refunds on 9/& 9/for those termsThe customers contract has been cancelled and no additional funds are due at this time

We have called a few times and was not able to reach the customer We were not able to leave a voice mail eitherWe have emailed the customer in order for them to call in for help with the requestThey may call Mr [redacted] at ###-###-#### mon-fri 9-est

Again we do apologize but the policy terms are clear and the customer has signed the policy agreementWe are more then willing to help the customer with any concerns

The customer has been issued a refund directly back to their credit card as of 12/8/

Select Home Warranty has issued a check for the refund as per 1/23/Check # [redacted] - mailed to the customer on 1/26/

[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. Please cancel the warranty and waive the cancellation fee. This has taken much too much time to resolve and is a sad reflection on your customer service. I would rather cancel the warranty and find my own solution to getting my washing machine repaired. Regards, [redacted]