Select Home Warranty

On 10/09/the customer place a claim for the ** MonogramStove, we assigned *** ***, who is licensed to work on ** Appliances,but not a direct employee of ***The original diagnosis was said to be an electrical surgewhich caused the Thermostat and the Hi Temperature Cut Out to
bedamaged. Originally we offered the customer a courtesy payment of125.00, due to the diagnosis we received of electrical power surge, which isnot covered by the policy.*** *** did complete the repairs with both parts, Thermostat and Hi Temperature Cut Out.The customer emailed us on 11/20/and stated that theoven was still not working and that an additional part needed to be approved,if we could speed up the approval process.On 1/14/we received an email from the customer statingthat they had called out a ** technician and was told the oven could haveexploded. The customer also stated thatwe were responsible for the diagnosis and repairs made by the technician.The technician we contracted has been working with us foryears and has completed many repairs for many different customers without ever receivinga complaint, if there was something that was done in error, they could havecontacted *** *** directly and speak with him regarding the repairs thatwere made. The technicians we sent to the customers residence has nevergiven Select Home Warranty any issues with any repairs they have ever made, andall work provided by technician is warranted by the technician for days aswell as if there are issues with the repairs the customer can call them directlyto have it looked at free of charge.Select Home Warranty is more than willing to work on this matterfurther if given a chance, our last conversation with the customer on 1/22/2015was regarding sending out a Release Form for the amount of

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Select Home Warranty would like to apologize to customer for any inconvenience that issue may have causedPer the terms & conditions of our policy we are unable to fully cover the replacement of the fan motor, due to the rust that contributed to the failure f the fan motorThis Agreement
does not cover any systems or appliances that have had previous repair or that require repair or replacement as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or 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 applianceYou are responsible for providing maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. We have offered Mr*** as a courtesy for the replacement of the non-covered part. Select Home Warranty has honored its contractual obligation regarding the repair for the A/C

I am rejecting this response because: it was their representative's response to my request for replacementI have it in writing that they said the issue was not due to rust so there are no grounds to deny the claim. The issue will not be resolved until I receive the partial refund proposed by Select Home Warranty

We do give a full money back guarantee for the customerThis gives the customer a full month to review the terms before the policy goes into effectThe customer has been refunded in full

Complaint: ***
I am rejecting this response because: I have never filed any claims this whole yearThis Hot Water heater was my first claim. They use advertising that you will never have to worry about an appliance failing Then they claim it was leaking to get out of their responsibility to repair or replace. I need to be reimbursed the cost of the replacement water heater $ in order to rectify this problemReceipt will be provided upon request
Regards,
*** ***

We spoke to the customer and have approved a $reimbursement towards the claim

I am rejecting this response because: Note: Please read all of this while noting that I can be reached at ###-###-#### during work day or at ###-###-#### during work dayI attempted to call Select on Friday 2/27/at the number and extension they left and no answer was givenRejecting because Select Home Warranty is continuing to reneg on previous agreement on 1/17/I do not accept their game they are playing and their information in the response is skewed and untruthfulThe following is the whole truth of what actually happenedMy speed queen dryer began having intermittent issues where it would not work around ***tmas 2014. They asked that I have a local technician address the problemI had ***s out of *** *** check the machine outOn January 17th ***s arrived and was able to get the motor running; however it was bad and would need replacedI called Select Home Warranty with ***s present on January 17thI informed *** (Select Home Warranty) and asked about having ***s replace the motor*** said that would be fine as "it is covered." Mr*** heard the conversationMr*** left our house and, as expected, the dryer did not restart as the motor failed on the flat spotPer the discussion with ***, I called Mr *** and asked him to order and install the motorThe motor arrived and on January, 30th it was installed, consistent with the discussion on January 17th with *** from Select Home WarrantyI notified Select on 1/31/and they requested I email receipts - which I didon that day (not in mid-February as Select is now evidently attempting to add to their fabrication of story). This totaled for visit on 1/17/and on 1/30/Per discussions on 1/17/and agreed upon services rendered I requested to be reimbursed (- co-pay)Now Select Home is reneging and wanting to only pay towards the repair and cites a portion in the policy where the can depreciate older equipmentThis is not in keeping with their verbal advice on 1/17/to proceedI would have preferred that they sent their own technician instead of me doing the legwork and then them default on their agreement to have the work doneIn several conversations over the last several days they changed their storyFor example they said they do not have a '***' that works thereI told them that Mr *** heard the conversation and then they (Liz) agreedMy wife heard this also on speakerMr *** (Robert ***) is at ###-###-#### and ###-###-####I do not accept the The policy I paid for cost approximately per year. Desired outcome Pay the amount for completed repair as it was"covered" as stated by the Select Home representative *** on1/17/15, or refund in full the that I paid for the warranty - as paidfor in January Select Home and their representatives are misleading, notserving as good business citizens, and have no intention of providing repairsto appliances when they state to their customers such repairs are covered andtell the customer to proceed and then, after the fact, attempt to even pretendthat no such representative even existsI would also like an apology for thislengthy ordeal I emphatically do NOT accept the game that they areplaying. I have sent email requesting they call me at ###-###-#### (I can also be reached at ###-###-####)They have called and left message on home phone while I am at workand the Revdex.com com

We did speak with the customer and explained the reimbursement amountIf the customer does not receive her check by Tuesday , we can stop payment and put the credit back to her credit card

We did reach out to the customer and were not able to reach themWe followed up with the technician and are having them go outThe customer may reach out to Mr *** at ###-###-#### for more help with this issue

The customer had a issue that was not covered under the policyThey have requested to cancelWe have canceled the policy and have refunded last months payment

We did speak with the customer prior to this complaint and have approved reimbursement

Select Home Warranty has been in touch with the customer to try and resolve the matter, we have recently received his invoice and we are reviewing the claim

We have scheduled a tech to go out to the home

This contractor has been paid and no lien will be put on the house

Per the diagnosis received the customers claim was deniedNo additional funds are due at this time

I spoke with *** at 11:am from Select home warranty stated she had just call and left message on my voice mail to contact the Technician I advise her that before I call the number their was no message on the voice mail or her number didn't show up on my phone...she stated that I should contact the technician...when contact the technician he stated he wasn't interested in the job he was buzzy, he wasn't interested in the job, I contacted select warranty awaiting on their respond

The customer has been mailed a refund check per their request on 05/12/

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

The customers $reimbursement check was mailed out on 5/24/check #***We have checked with the bank and the customers check was never cashedI went ahead and issued a stop payment on this checkPlease advise where you would like to have this check mailed out to otherwise we ill have it
re-mailed to the property address on file