Select Home Warranty

The customer has been informed on several occasions that we are working on locating a technician for this customerThe customer has been provided the option to secure their own technician so that they do not have to wait any additional timeThe customer is refusing to get their own technician and
we are still working on getting the customer oneI will expedite this request to our dispatch department to work on getting someone a technician out as soon as possible

[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, a refund in the amount of $(for repairs) is satisfactory to me
Regards,
*** ***

I am rejecting this response because:
I gave Select Home Warranty plenty of time to "work this out" They referred me to different vendorsTwo of them complained that Select Home Warranty owed them money for previous services rendered One of them was in another townThe other one said he had never heard of Select Home Warranty and did not do businesss with themSelect Home Warranty tried to get me to pay a repairman myself to fix my refrigerator in "ggod faith" that they would eventually reimburse meThere was NO WAY I was going to pay and expect repayment if they were not even paying their own techniciansThat would be the definition of an oxymoronSelect Home Warranty is in breach of contract There is no excuse for them not paying the technicians from the companies that they do business withI demand a FULL refund due to their breach of contractI will not accept anything lessI have already spoken to my attorney about this and I will not let it goThey need to rerun my money, ALL OF IT, ASAPThat means no pro rating and no closure feeGIVE ME MY MONEY BACK

The cusotmer stated the hot water heater is leaking and we advised that water leaks are not covered under the Terms of Agreement.See Below:6.2.7. Water HeaterThis Agreement covers all modules, components and parts of the water heater necessary to the functionality of the water heater.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 This information was included in the terms of Agreement that the customer signed and sent back to Select Home Warranty

Select Home Warranty has approved the customer for the maximum allowed on the policy for Additional Coverage for the Well Pump See Below:Select’s LiabilityDimensions, Brand and Color, LimitsSelect will not be responsible for matching a system or appliance’s color, brand, or
dimensions and only is responsible for repairing and/or replacing systems or appliances of similar capacity and efficiencyThe following guidelines will be implemented to provide a repair/replacement allowanceFor heating or cooling equipment(hvac), in the first three months of coverage a $repair/replacement allowance will be paid to the customerThis repair/replacement allowance will increase to $after the first three months of coverageFor appliances, plumbing and electrical (non-heating or cooling) in the first three months a $repair/replacement allowance will be paid to the customerThis repair/replacement allowance will increase to $after the first three months of coverage***For additional coverage options in the first three months a $repair/replacement allowance will be paid to the customer.This repair/replacement allowance will increase to $after the first three months of coverage***Select Home Warranty did email the updated Reimbursement Form for on March 20, we are currently awaiting the signed form

The customer had a Freon issue with this unit back in mayFreon issues are not covered under the termsPlease see section of the terms"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.' The customer may get a pro rated refund if they likeWe have not heard from them since may

Complaint: ***
I am rejecting this response because:i bought the house last year and they told me that I have to have service record for three years to get my money I spent to
repair, which doesn't make senseso I want to cancel my contract and full refund of $that I paid for the policy
Regards,
*** ***

We have reached out to the customer numerous times in the last few days and have not had a call backThe customer may reach out to Mr *** ** *** *** for help with this issue. Thank you

Complaint: ***
I am rejecting this response because they have told me several times a check would be sent outI want my card credited rather than a checkThey can cancel the check once my account has been credited.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I did not receive a refund from the company, they sent me a lousy $check which is not even close to that they owe me.
Regards,
*** ***

We did speak with the customer and helped with the reimbursement issue

The policy is available online to the public at any time, we explained the cap to the customer, the cusotmer was provided the policy and was more than welcome to question the coverage for any system or appliance at anytime.The policy has not changed any verbiage at all, and the cusotmer was not hindered in taking care of the issue with the pool in the meantime while we work out any issue with the coverage, it is the customer who chose not to get they pool repaired during this time

Select Home Warranty has tried to contact the customer to resolve the matter, he also stated that the issue was resolved.We would like the customer to send in their invoice for review and we will try and call him again tomorrow

Complaint: ***
I am rejecting this response because:The message that was sent to the Revdex.com states that have spoken to me and are assisting with the claims. Only part of this statement is accurate, claims is plural and it would imply that they have handled the issues that we have already addressed out of pocket with outside companiesWhile I did finally speak to MrG*** he only addressed the latest claim that I had tried to place. He offered to prorate our contract and refund me back what was still left. I find this insulting, as we have had not been able to use the service that we purchased at any time since we paid for it. You prorate something based on a customers ability and/or use of a product or service. I have spent many hours on the phone talking with their customer service department, whom assured me that they were taking down my information. Only to find out that they never did and then I was tasked with having to make more phone calls. I sat on hold countless times, was told that I would receive calls back within 24hrs and nothing ever came of it. I had managers promise me that they would make sure that things were properly taken care of and nothing every came of that either. There was not a single person that followed through until I filed a complaint with the Revdex.com. This is to include the sales rep that sold us the service, which I had called and left messages for telling him of the issue that we were having. As paying customers, we were not important enough until a formal complaint was made. At this time MrG*** addressed a claim that I tried to place about three weeks ago, only to be told they were not going to look at it. We then contacted an outside person to see what could be done regarding our drain issue and once again are taking care of it ourselves. MrG*** offered to send someone out, even though I told him that we had already contacted someone since their company had refused to help. He also mentioned that he could possibly help with what may need to be done. Possibly is not good enough and we did not pay for a service to where we have to find an outside company to come out and then make phone calls to see if the warranty company would "possibly" take care of it. As I have stated multiple times before, we were told by the initial sales rep how great the customer service was and how much more it would cover than our previous warranty. This was nothing but a ploy to get us to sign up and pay for a service that has been useless. They took us for $374.99, which is what we want back for a service that we have never been allowed to use since the initial sign-up. We would accept the terms of them prorating the amount back, if we would have actually been able to use the service at any point rather than being denied and having our issues "diagnosed" over the phone. Also, my time is worth something and the amount of time that I have spent making calls, sitting on hold, getting lied to--just to make more phone calls and in the end to have to hire outside companies. This level of customer service and the way that I have been treated is unacceptable. They have not handles the claims and have not made a sincere attempt to take care of this matter in the way that it should be taken care of. Had they done that, they would have apologized for never allowing us to use the service that we fully paid for and offered to refund the full amount
Regards,
*** ***

We did speak to the customer and explained the refund amountWe did agree to expedite the refund and have already credited the customers credit cardThe cutomer has been refunded according to the policy terms

The customer requested to cancel their policy, we pulled the phone conversation and the refund has been issued as of 10/23/directly back to their credit card

Complaint: ***
I am rejecting this response because:I have not received any money regarding my claim I had with themI pay premiums so in case something happens I am coveredHowever, I had a claim and they didn't pay itThey refuse to pay it when I am entitled the paymentThey owe me $This complaint will not be resolved until I get paid.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: There was no service done on 9/30/Person looked at my appliance and Select rejected claim to have my appliance repairedClaiming "The problem was not covered by the warranty"If you read just about all other complaints this excuse seems to be the norm for themSo I reject what they say
Regards,
*** ***

Select Home Warranty has advised the customer that werequire maintenance records, the customer stated that they provide maintenanceon their own.Select Home Warranty will accept preventative maintenancerecords from a licensed HVAC technician that includes a checklist ofmaintenance performed as well
as an invoice and proof of payment.We cannot accept their word that it was performed just as amedical insurance will not cover you if you have your uncle perform your openheart surgery. Select Home Warranty is asking that the customer understandwhere we are coming from and that we would be more than happy to just acceptevery customer that states they maintain their own unit, but that would meanthat the trained professional would no longer be needed. The customer is aware that we require themaintenance unfortunately we will not be able to move forward

[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 meI would like to make sure I receive the refund first, however, before closing this case/complaint out
Regards,
*** ***