Select Home Warranty

As a courtesy we increased the customers allowance to cover for the part only and the customer refusedPer our contract in the event that repairs need to be be made and approval is provided Select would cover for the cost of the part but labor is not includedWe are covering the part for this
claim as we would per our contract and the customer needs to be responsible for installation/labor. Please refer to the last sentence in Section of the customers contract: 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

The customer placed a claim for an ac not blowing cold airThe diagnosis was a Freon leakAs part of the terms section This is not a covered repair This Agreement does NOT cover window, wall or zone systems or portable air conditioning unitsThis Agreement does NOT
cover (i) air filters; (ii) Freon; (iii) Freon recapture; (iv) geothermal systems; (v) gas or propane air condition systems; (vi) air filtration systems; (vii) humidifiers; (viii) registers; (ix) grills; (x) stands; (xi) jacks; (xii) condenser casings; (xiii) pads; (xiv) vents; (xv) flues; (xvi) clogged lines; (xvii) condensation leaks; (xviii) mismatched systems; (xix) damaged ducts; (xx) improper wiring; and (xxi) improper piping;(xxii)freon leaks;(xxiii)damage caused by freon leak

Select Home Warranty has spoken to the customer on 04/09/and agreed to refund the customer in full

We did speak with the customer and we are sending out an ac technician

Select Home Warranty did not state that the issue is due tot a freon leak, the issue was due tot he unit being years old and parts, most likely the unit need to be replaced.We did advise the customer that we would cover the parts, fan relay and transformer, which the would cover, but, we
are unable to cover installation

Per the diagnosis received from the technician the evaporator coil in the customers unit is leaking freonFreon and freon leaks are not covered under the customers agreementThe customer has been informed the their claim has been deniedNo additional funds due at this time

The customer credit card did decline and there was a lapse in coverageAs a good will to the customer we have already credited the card for the full amount of $

We did speak to the customer and offered to waive the $cancellation fee if they wish to cancelThey decided to keep the policy

Select Home Warranty has issued a full refund back to the customers credit card as of 04/07/

On 5/10/the customer placed a claim for the HVAC Unitnot cooling, we secured a technician and they went out to the home anddiagnosed the unit as having a freon leak and being completely out of freon, weadvised the customer that freon and freon leaks are a non-covered issue.The same contractor looked at the downstairs unit thermostatand found that it was not working and had to be replaced, Select Home Warranty authorizedthe replacement, on 5/14/On 5/30/the customer placed a claim that their outlets inthe home were not working, and one outlet outside, we stated that as a courtesywe will have the technician look at that too if it is a main breaker issuecausing all the outlets to be non-functional. The technician called Select Home Warranty and stated that all outletsare outside of the home, we advised customer we only cover the electricalsupply in the home, only as it is a necessity, and unfortunately the outsideoutlets would not be covered.The customer had also placed a claim for their dryer on5/30/2014, again we sent a technician to the home and it was found that thelack of air flow was caused by a dirty screen that would not let the airpass. The technician stated it justneeded the screen cleaned or changed, we advised the customer that this was a maintenanceissue not a mechanical failure.Select Home Warranty has filled their contractual obligationregarding every claim the customer has requested service for The customer has been refunded in the amountof directly to their credit card as of 9/28/

Select Home Warranty will be sending a check for the rest of the customers refund on 05/28/

Complaint: ***
I am rejecting this response because: The second technician they assigned was
scheduled to be at my home on Saturday, October between the hours of 12-pm and he never showed up or called to rescheduleI called that afternoon and left a voicemail asking for a return call, which I never receivedAlso, the voicemail did not even identify a person or businessI called Select Home Warranty again and explained the situation and was told they will try to have their dispatch department find yet another technicianIt has now been over weeks that I have been waiting for a resolution.
Regards,
*** ***

The customer was mailed a refund check as of 2/12/2016, they should receive it with 7- business days from the mail date

The customer has been issued a full refund directly to their original form of paymentThey should be able to view the refund on their credit card statement within the next 2-business days

Select Home Warranty has been in contact with the cusotmer and we will wait for the cusotmer to send in the invoice for reimbursement

Complaint: ***
I am rejecting this response because: I have been hearing that the check was in the mail since 2017, every time I call if I am lucky and get to talk to someone responsible in this company
I was told that the check was been processed and about to go out, last time was an email from a (*** *** ) on August 15, where the email read" your check is on its wayWe do apologize for the delay" there for I wont believe it until I get the check in my hand
Regards,
*** ***

The customers contract was cancelled per section of their warranty agreementBelow is a breakdown of their refund: Charged Months @ $per Month = $333.33; Add Cancellation Fee of $= $; Also Less Claims Paid/Owed of $; Subtracted from original payment of $375.00;
Totals a Refund of $41.68.The customer has confirmed receipt of their refund checkNo additional funds due at this time

Complaint: ***
I am rejecting this response because:I called select home warranty today and was told that the $check had never been mailed and that the
$check had been mailed.I have cancelled my policy and am suppose to receive a pro-rated refund.The policy was signed on 9-15-14 $1,for years = months.$24.91/monthThe policy was in effect for months months remaining X $= $1,071.13Minus $cancellation fee = $996.13Today, I was told the refund amount would be $515.00 The policy has been in effect for
Regards,
*** ***

Customer has been removed from our systemThey should not be receiving any emails or calls from us any further

Mr *** spoke with the customer and the customer will be reimbursed $towards their claimAs soon as we receive the signed reimbursement form from the customer we will have a check mailed out to them