Select Home Warranty

Select Home Warranty did pull the calls for the customer, on May 29, Memorial Day, we were experiencing an internal issue with our phone system, during holidays we run system maintenance and it caused our system to reboot numerous times.The customer did received a call back from the agent that was thought to hang up the phone up on her, and I assure you that was not the case.We did listen tot he manager call, and would like to apologize for the way that the call was handled and can completely understand that the customer was upset from the exchange.Our Managers are trained to be understanding and empathetic to all customers issues not matter what the issue may be We do feel the call could have been handled with more sensitivity and understanding.The way we determine the price of the courtesy payment is to take into account of the year as well as the repairs that are needed The customer is looking at around in repairs, the washingmachine is from and its current value is around The repairs actually exceed the value of the washing machine, if the value of the washing machine is at and the repairs are that means that the customer is really in possession of a non-valued appliance Select Home Warranty offered the customer the amount of for the machine which is well above any price the customer will get at this time, we advised the customer that they can use the 160.00towards the replacement of the unit, but putting new parts in a unit that already has failing components will only cause the machine to work harder and break down again, resulting in additional repairs.We do hope that this provides some clarity in the process that we use in determining the amount be given.The customer has just recently filed a claim, we have sent an email and a message for them to get in touch with us to get additional information to file the claim.Select Home Warranty is more than happy to assist the customer in any way, if they are willing to give us another chance

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
After talking with *** from select a plumber was dispatched and
found the problem was not plumbing related, spoke with a customer service representative and an electrician was sent to fix the problemI am satisfy with the result

I am rejecting this response because: the technician when I called back said it could be a range of possibilities: the age of machine, overloading, the model is defective, over usage, too much washing, a problem with the drum, etcThe technician even called Select Home Warrant backto tell them that he did not say it was from overloading but Select Home Warranty took one if those possibilities and blamed it on the consumer as their faultIs that the correct way to do business? When I called back the technician that made the diagnosis he was offended that Select Home Warranty would take one of the possibilities and put the blame on the consumer when it could have been a defect of the machineI have had multiple problems with this business and this is the worst

the customer has already been refunded

Mr*** placed a calim for a leaking water heaterThe policy does not cover leaking water heaters as per section "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 elected to cancel his policy after getting the denial emailAt this pint the customer does not have an active policy with us and his water heater is not covered

Complaint: ***
I am rejecting this response because:
Even though I did receive a refund on this Home Warranty Plan, the repairs cost me $in total in order to close on the property Not only did SelectHomeWarranty not honor their contract, they kept me from finding another Home Warranty Plan that undoubtedly would have saved me several hundred dollars In addition, I have this same warranty plan on my rental house and fully understand that it is worthless You can see the company's attitude Simply give him the money back instead of honoring their obligations
Regards,
*** ***

We tried to reach the customer, we got no answer by phone and the mailbox is fullWe have emailed the customer and have not heard backThe customer may call Mr *** *** *** for help

Select Home Warranty is currently processing the customers request for a refund within the Terms of Agreement

Customer has been informed that per section of their warranty freon leaks are not coveredSince the cause of the damage was due to the freon leaking the claim was not approved

The customer has been contacted and a pro-rated refund check has been mailed as of 05/28/

We did approved the customer for the policy maximum for this claimThe customer was not satisfied The customer elected to cancelWe waived the cancellation fee for the customer

Complaint: ***
I am rejecting this response because:This is what the contract says Water HeaterThis Agreement covers all modules, components and parts of the water heater necessary to the functionality of the water heaterThis Agreement does NOT cover solar or tankless water heating systems or the components thereof I have established that the part that malfunction is necessary for the water heater to function and the evidence is in the picture of the receipt from the plumberYou keep referencing on the leakive states that the leak was never the problem it was the part of the water heater thats broken! It has been established that you guys are responsible yet you refuse and take all measures to avoid paying!
Regards,
*** *** ***

A contractor has been assigned for both of the customers claimThey should be calling them shortly to schedule an appointmentBelow is their information: *** *** ***###-###-####

We did speak with the customerThey will be sending us the receipt for the work dine and we will cover the work that falls under the policy terms

If the customer is still not receiving their reimbursement forms we can have them mailed out to them accordinglyIf the customer would like us to do that please advise and we can have it sent out in the mail right awayIn addition, the customer was sent a reimbursement form on 8/with an updated amount that was agreed to with Mr***If you wish to have this form mailed or provide us with an alternative email please let us knowIf you wish to proceed with cancelling your contract please confirm so that we may process your request

Complaint: ***
I am rejecting this response because:I requested $reimbursement for half the cost of the replacement HVAC systemJermel at SHW ext *** was to
take that offer for consideration as of 4/26/& I received a call from Mr*** 4/27/from SHW, stating the response was only $and said that was all that I was eligible forI disagreed since this the unit had more malfunctions than just the part that they said is not covered under the warrantyThe unit was working when I bought the policyThey never inspected any of the appliances in the home, yet, took my money to warranty the appliances, including the HVAC unitIt needed a complete replacement and they failed to send anyone to repair the unit, I had to take it into my own hands and hire a contractor, and they said I could, & then I would send documentation of the replacement or repair for reimbursementI have done everything I needed to in order to be in compliance with their policy to insure reimbursementIf they don't offer more than $150.00,I will go to the court house & file a law suit next weekI will also cancel my policy & request a full refund since no services were rendered by this companyI will put the word out on social media that they are not the best warranty company that they perceive to beThank you for your assistance & consideration*** ***
Regards,
*** ***

[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 still do not know time frame of the refund
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I tried numerous times to call the number provided in the email sent to me by Select Home
Warranty (see below, the email didn't have an extension or name) and I couldn't get hold of anyoneI finally called the extension provided through Revdex.com (Mr***) and I left a message since I didn't get a response. Dear *** ***,Please be advised that your claim for Contract : #*** is presently in our systemWe do need to speak with you, please call us at *** *** *** for our claims department. Thank you,Select Home WarrantyClaims Department
Regards,
*** ***

The customer has already been informed on several occasions that they were approved for $towards their replacement unitPlease refer to section of the customers warranty: (iii) In lieu of replacing a system or appliance that is deemed irreparable or it is not cost effective to repair,
said determination being made by Select, Select may choose to pay a cash settlement for the irreparable component of the system or applianceSelect is not responsible for installationThe cash settlement shall be in an amount not to exceed the depreciated value of the component/appliance being replaced;

Select Home Warranty did speak to the technician and he stated clearly that the customer burned out the motor from overloading the machine, the customer called us on 10/20/and stated thatthey do not agree with the technicians' diagnosis, we have not heard from the customer since then.The customer adamantly disagreed with the diagnosis, we ask that they get a second opinion and then we may proceed, we have already obtained a diagnosis on the issue and the technician has not contacted us to say otherwise