Select Home Warranty

The customer has already been informed that their A/C claim has been denied as they completed the repairs on their unit without our approvalNo approval was authorized for this customer to complete any repairs on this unitThey just submitted invoice for reimbursement without authorization approval/reviewThey did not follow the procedure for this claimTheir claim has been denied 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 ***, and will accept the full refund from the companyPlease let me know when the refund has been made
Regards,
*** ***

I am rejecting this response because: they accept to have the thermostat replaced and give me the ok to have the contractor proforme the job, why they did not say that it won't cover any AC work related? Plus I did call more than once to asked if the policy will cover the replace and they say YES not fair they come back after months saying that won't covered

Mr*** will be contacting this customer shortly

We did speak with the customer and the customer wished to cancel the policy we will be sending a check please allow 7-days to arrive

We spoke with the customer and explained why her ac problem falls outside of coverageWe have waived the cancellation fee for the customerThey will let us know

I have contacted the company and they
agreed to send me a check to cover my repair and continue my warranty as they initiated the cancellation for no reasonI didn't cancel but was informed the policy was cancelledI'll see if they keep their promise this time and will let you know.Thanks for taking my complaint

We did speak to the customer and informed them that they are covered for the parts and the install they have to pay for themselvesThis is in line with the policy termsPlease see section of the terms."This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors,
hinges, knobs and buttons, door seals, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise, refrigerants, valves, dispensers, installation, electrical failures."

[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 was contacted by the customer on05/18/for a HVAC not cooling issue, we did assign a few technicians to thecustomer in the area, and most of them stated that they either did not workwith warranty companies anymore or they did not have availability. We advised the
customer that they can securea local technician to expedite the process and we would be more than happy towork with the customer and walk them through the process, the customer refused. During this time the customer stated that they would becontacting their lawyer and also stating that we are a fraudulent company,again we offered the same alternative that we offer all of our customers, whichis to secure your own in the meantime, the customer stated that they will wait.We were able to secure a technician with availability, hewent out to the customers; home and diagnosed the unit as follows: system needsa capacitor, we gave authorization to have it replaced on 06/10/2015.The customer contacted Select Home Warranty to state thatthe unit seized up, we sent the technician back out and they stated that theunit is about years old. On 6/11/2015we contacted the customer to ask for maintenance records and pictures for theunit, the customer stated they did not have any records, we did explain whenthere are any major repairs or replacements, we do require maintenance recordsper the Terms of Agreement. 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 coilsWater heaters require periodic flushingThis policy coversmechanical breakdowns, it does not cover shelves, door handles, doors, hinges,knobs and buttons, door seals, displays, latches, timers, leveling equipment,clogged drains or lines, cosmetic issues, gaskets, leak searches, lights,noise, refrigerants, valves, dispensers, installation, electrical failuresThe terms listed that states we reserve the right to ask formaintenance is in the warranty that was sent to the customer, which we ask toreview sign, initial and return if you agree with the Terms of Agreement, thecustomer complied. The customer wasoffered an amount of as a courtesy reimbursement for not having sufficientrecords

The customer was advised that we do not cover cracked heat exchangers, it is listed in the Terms of Agreement., we do apologize if there was any misunderstanding.See Below:6.3.3. Heating System (Primary Only)This Agreement covers all module, components and parts of the heating system
necessary to the functionality of the heating systemThis Agreement covers the primary heating system of the covered home only, provided that the heating system does not exceed a five (5) ton capacity. This Agreement does NOT cover solar heating systems or the components thereofThis Agreement does NOT cover any portable heating units or zone systems or wall units or components thereofThis Agreement does NOT cover fireplaces or heat lamps or the components thereofThis Agreement does NOT cover radiant heating systems built into walls, ceilings or floorsThis Agreement does NOT cover the following list of modules, components and parts relating to the heating system: (i) air cleaners; (ii) humidifiers; ; (iii) clocks and timers; (iv) flues; (v) flue baffles; (vi) damper motors; (vii) wiring; (viii) fire box; (ix) coils; ; (x) heat exchanger; (xi) piping; (xii) geothermal heating/cooling units; (xiii) water piping; (xiv) valves; and (xv) clogged lines. THe customer has been issued a refund of directly back to their credit card per the cancellation terms

We have already approved the customer for the policy max without have maintenance recordsPlease see section of the agreement You are responsible for providing maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such itemsSelect 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 $

Can you please provide us with the property address or claim/policy number? The address and email address provided in the complaint does not match any customers in our systemPlease send over that information at your earliest so that I may review your account and advise accordingly

We have tried to reach the customer numerous times with no responseFor help with this issue the customer make reach out to our supervisor Mr *** this Wed-Fri 9-est

The customer received a pro-rated refund on 10/14/directly back to their credit card

Revdex.com:
Customer was not contacted at the right number but has finally got in touch with SHW and waiting on
confirmation email of cancellation and notice that refund will be provided.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is still in process

We did speak with the customer and assisted with the claim

The customer has already been informed that they were approved for the maximum allowance on their claim which is $If the customer can supply us with three years maintenance records we can review their claim for an additional allowance

On 9/2/2014, we received an email that the water heater is leaking, and that aclaim needed to be submittedOn 9/3/14, we explained as per the Terms &Conditions that we would not be able to send a technician as we do not coverleaking water heaters. Select Home Warranty did
explain this to Mr*** at the time and advised if he had anyadditional issues we would be more than happy to assist him. See Below:6.2.7. Water HeaterThis Agreement coversall modules, components and parts of the water heater necessary to thefunctionality of the water heater.This Agreement does NOT cover solar or tankless water heatingsystems or the components thereofThis Agreement does NOT cover the followinglist of modules, components and parts relating to the water heating system:(i)flues; (ii) drain piping; (iii) pressure reducing valve; (iv) leaks(v)pumps

We spoke with the customer and the tech and assisted with the claim