Select Home Warranty

Select Home Warranty is re-evaluating the claim as requested by the customer and will contact them

The customer is not eligible for a full refund as full refunds are processed within the first days of purchasing the contractThe customers warranty has already been cancelled per section of their contract and refund check #*** has been mailed out to the customerNo additional funds are due at this time

I am rejecting this response because:This is no excuse I find it in responsible that no one is will to help me in that companyThey are not reliable in helping their customerSomeone should have contacted me

Select Home Warranty has been in contact with the customer and advised that we do not cover re-wiring or wire tracing, the issue was that the outlet behind the fridge went bad and cause a surge of damage all the way to the breaker.The repair would require the wiring to all be replaced due to burning
our, which is outside of the scope of the warranty.Select Home Warranty spoke with the customer on 08/19/to try and resolve the matter, we are waiting on their call back

Complaint: ***
I am rejecting this response because:they only partially refunded my moneyThey still owe me $
Regards,
*** ***

Select Home Warranty has already mailed a check to the customer on December 11,for the claim for the amount of

Complaint: ***
I am rejecting this response because: It is the information they provided and deductions they took, that caused me to file the complaintAs
you can see in my original complaint, I find their reasons for taking deductions from the refund un ethical
Regards,
*** ***

The customer purchased the policy on 02/20/with SelectHome Warranty.The customer placed a claim for the Hot Water Heaterinitially on 10/27/2014, we initially secured *** Plumbing Incon10/28/2014. The customer stated that theHot Water Heater pilot light is not staying lit. The
technician diagnosed that the issue wasthat the gas valve needs to be replacedWe did advise the customer that thegas valve is a non-covered itemSee Below: ThisAgreement does not cover any systems or appliances that have had previousrepair or that require repair or replacement as a result of improperinstallation, 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 properlyclean, neglect, misuse, corrosion, rust, sediment and any modification to thesystem or applianceYou are responsible for providing maintenance and cleaningby a licensed technician on covered items to ensure continued coverage on suchitemsSelect reserves the right to request prior years (3) maintenance recordsand/or pictures, without proper maintenance records and pictures the maximumpayout on any system/appliance is up to $For example: heating and a/csystems require periodic cleaning and/or replacement of filters and cleaning ofevaporator and condenser coilsWater heaters require periodic flushingThispolicy 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, leaksearches, lights, noise, valves, dispensers.Select Home Warranty did discuss the matter with the customerwhom agreed to the terms.The customer had anotherclaim on 10/30/and stated that there was an issue with the breaker, we secured*** *** *** The diagnosisis that volt breakers were installed in a volt spot, this is consideredan improper installation. We havediscussed this with the customer, she stated that she understood and would getthe wortk done and send the invoice in and we would review it to see if wecould assist in any of the repairs.On 11/14/the customer called in and stated that herfriend who is an electrician advised her to cancel her policy as it would bemore cost effective, the customer placed a cancellation request with us and weadvised we would process it as per the Terms & ConditionsSee Below: Cancellation by You.You may cancel this Agreement within thirty (30) days from the Order Date ofthis Agreement, as set forth on the schedule page accompanying this Agreement.In the event you cancel within the thirty (30) day period, the You shall beentitled to a full refund if and only if, no service has been provided underthe contractAfter the thirtieth day, you may receive a refund pro-rated atthe non-discounted annual plan cost.The customer was refunded for months which she will notuse, we deducted only months and waived the cancellation feeThe customerwas refunded on 11/17/2014, directly back to her credit card

Mr*** purchased his policy with Select Home Warranty on 5/27/we charged the first payment then on a card ending in In June Mr*** updated his card to one ending in***, which is currently on file.Due to the fact that the cards were switched we never charged the
payment in JuneWe took a payment on 7/27/then again on 8/27/2014, there is one more payment due for 9/27/2014.Once we receive payment the policy goes into effect days from that date(add an additional days for credit/debit payments) and we do honor any claim after that time.We would be more than happy to resolve this issue, if Mr*** would send in the statement, we would be more than happy to correct the issue and not charge him in error.I was unable to locate any documentation regarding this matter, I did locate emails from Mr*** regarding his claims and reimbursements, but, not any referring to this situation.Select Home Warranty is ready resolve this matter to ensure a good business relationship with Mr.***

Select Home Warranty is always available to speak with a customer, once the customer requests to speak with a manager a call back is scheduled, this is basic procedure as with any major company.Select Home Warranty offered the customer cash in lieu for the washer repair We offered the amount
of as the repairs were not cost effective, the actual repairs were more than the actual unit is worth.Please review the follow from the Terms of Agreement:(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;(iv) Select the manufacturer, make and model of any replacement parts used in the repair of the defective system or appliance; and(v) Obtain a second opinion with regard to the cost of replacement without any additional cost to You.We are more than willing to work out any concerns on the pricing and provide clarification on the cash in lieu procedures and determination.We are currently looking into the calls between the agent and and the customer, we do take our customer service issues very serious as they represent Select Home Warranty and provide the best Customer Care possible I would like to mention that our staff of Customer Service Representative are a very diverse group, we have persons of all cultures that are employed with our company.We do apologize if the customer feels that they were treat differently due to their last name which I can assure you 100%, is not the case

Someone from our office spoke with the customer today and informed them that a technician has been assigned to their claimThey should be expecting a phone call from *** *** They can also be reached at ###-###-####

We tried reaching out to the customer numerous times , we have not
gotten a responseThe customer may call Mr *** at ###-###-####

We have refunded the customer $back to card ending ***This was done on march 3rdIt can take 2-business day for credits to post to the account

The customer has been issued a full refund of the original amount paid of $They should be able to view their refund on their credit card statement within the next few business days

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I finally got a call from the technician but was not able to san appointment yet. I tried calling him and will try again. I also tried calling Select but could not get through to them for a resolution. I would like a full refund or a full year of service. Thanks for your help
Regards,
Brenda ***

We spoke to the customer and have issued an additional $refund

[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 ***; however, I do find it ridiculous that I should have to sign an affidavit that I did not receive the check when the evidence is blatant on the copy of the check The check was mailed to a client with the same name at a Providence RI address not Atlanta GA The check issuance and endorsement should be enough to prove that I did not receive the check This was a blatant error by SHW processing unit who didn't even bother to verify information on the account, the customer or address Perhaps someone should look into SHW accounting practices *** ***

Since you are unhappy with the warranty contract you signed last year I will notate your account that you do not wish to renew your warranty

We have tried contacting the customer but the phone number on file is incorrectMr*** has sent an email to the customer asking to return our callCan you please provide us with an updated phone number or contact our office and speak with Mr*** so that we can update our records and help resolve the customers concern