Select Home Warranty

Select HOme Warranty has been in contact with the customer to discuss the matter, and had las advised us that the was going to contact his wife and discuss the matter with a lawyer

Per the diagnosis received from the technician assigned to the customers claim there was freon leaking in the unit which is not covered under the customers contractHowever, the copper pipe repairs were approved by us to the technicianThe customer was informed that partial repairs to the A/C are
covered but the freon leak and freon will not be covered as it is not covered under their contract

We did speak with the customer and approved a reimbursement

On 2/13/the customer placed a claim for the heatingsystem, we secured *** *** to go out to the customers’ home, and servicethe unit.*** *** determined that the unit required brand newlimit switches, an inducer motor, and a control board. In the case of major repairs or
replacements wedo request maintenance records, it is standard protocol.The customer informed Select Home Warranty that they did nothave any maintenance records for the unit nor any pictures that we requested.We did advise the customer that unless we are provided withany maintenance as per the Terms of Agreement we would not be able to moveforward with the claim.Select Home Warranty did offer the customer a courtesypayment, and advised the customer once we receive the proper documentation wewould be more than happy to move forward. See Below:This Agreement does notcover any systems or appliances that have had previous repair or that requirerepair or replacement as a result of improper installation, previous repair,damage caused by any construction activity, improper wiring, inadequate or lackof capacity, power failures, power surges, overloads, missing parts, failure toproperly maintain, failure to properly clean, neglect, misuse, corrosion, rust,sediment and any modification to the system or applianceYou are responsiblefor providing maintenance and cleaning by a licensed technician on covereditems to ensure continued coverage on such itemsSelect reserves the right torequest prior years (3) maintenance records and/or pictures, without propermaintenance records and pictures

We did speak to the customer and set up a reimbursement for the claim

The customer placed a claim for a light in a ceiling fanThis is not a covered issueThey did not purchase lighting fixture coveragePLease see the list of optional coverage on the website. Please take advantage of the Optional Coverage Below:PoolCentral VacuumSecond RefrigeratorSump
PumpWell PumpRoof LeakStand Alone FreezerLawn Sprinkler SystemSeptic SystemIce Maker (In Refrigerator)Lighting Fixtures/Plumbing FixturesAdditional AC Unit(each)Additional Heat/Furnace(each)Additional Water Heater(each)SpaThe customer is not due a full refund, they had coverage for almost months alreadyIf the customer wishes to cancel we will waive the $cancellation feeWe are going above and beyond the policy terms for the customer

We are currently working on hiring a technician for this customerSomeone from our office will be in touch with the customer and will provide them with contractor information as soon as the technician is dispatched

The customer is getting a full refund

Select Home Warranty would like to apologize to the customer for the experience they have had with our customer service, we will make sure the customer is refunded

Contractor *** * *** has accepted the work order for the a/c claimThey should be contacting the customer shortlyBelow if their contact information for the customer to reach out to them directly for status of their appointment ###-###-#### or ###-###-####The claim number to reference is
***

The customers warranty has been cancelled in accordance with section of their warrantyThe customers refund check has already been mailed out to themCheck #***No additional funds due at this time

Complaint: ***
I am rejecting this response because: when I bought this policy, they never asked for if you have previous repair or
not, how old you system is, never warn for anything like this what they are saying nowThey always said, we will either repair or replaceEven they say on their website that either we will repair or replace your appliances once you have our warrantyThey are saying all good stuff when we buy their warranty, but when their turn comes to repair or replace, they denied all claims
Regards,
*** ***

Select Home Warranty issued the customer their refund as well as a refund breakdown, we did advise the customer before and after the refund was completed.The customer also requested that we send the check to her property address so they would receive it faster

A technician is being dispatched to the customers home for their claim

Select Home Warranty did authorize the job for the refrigerator, on 10/22/2015.The customer stated that the dryer is still working and that it is making a noise, unfortunately noise issues are not something we send our technicians out for.See Below:This Agreement does not cover any systems or
appliances that have had previous repair or that require repair ment as a result of improper installation, 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 properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or applianceYou 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 $For example: heating and a/c systems require periodic cleaning of filters and cleaning of evaporator and condenser coilsWater heaters require periodic flushingThis 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. We would like to know if the customer did have a technician go out and take a look at the dryer

The customer was given a pro rated refund according to the policy termsWe did explain this to the customerPlease see the breakdown.UsedMonth@ $per Month = $41.67; Add Cancellation Fee of $= $; Subtracted from original payment of $499.95; Totals a Refund of $Please
see cancellation policy Cancellation by YouYou may cancel this Agreement within thirty (30) days from the Order Date of this Agreement, as set forth on the schedule page accompanying this AgreementIn the event you cancel within the thirty (30) day period, the You shall be entitled to a full refund if and only if, no service has been provided under the contractAfter the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan costA $cancellation fee will be charged and any service costs incurred by Select Home Warranty The customer is not owed any more funds

The customer originally purchased the policy on 7/25/2014under the agreement of four payments of 93.75.The customers’ card initially declined on 09/05/2014, wecontacted the customer and they called us on 10/02/to update paymentinformation and payment was process for third payment.On 11/03/
we tried to bill the customer for the fourthand final payment and the he card was declined againWe contacted the customeron 11/05/to advise that the payment was not processedThe customer calledSelect Home Warranty on 11/17/and requested that we debit the card on11/28/2014, that payment declined, again.Select Home Warranty followed all procedures that we have inthe past and contacted the customer, but, the customer was fully aware that thepayment needed to be made as they set up the date for the payment to bedebited. It is the customers’responsibility to make sure that the payments are made, in this case thecustomer was aware of the issue.The customer called Select Home Warranty on 12/26/toplace a claim and was informed we had contacted them as we did on two prioroccasions regarding payment issues and at this time we are unable to accept theclaim because the policy had not been paid in full TermThe term of Yourwarranty coverage, as set forth in this Agreement, shall begin thirty (30) daysfollowing Select’s receipt of all outstanding payments and premiums due toSelect are received by Select (“Effective Date”) please add an additional 5days for credit/debit card paymentsIn the event Select does not receive alloutstanding payments and/or premiums outstanding and/or signed contract, forany reason, Your warranty coverage term will not begin. Select Home Warranty would not be able to honor the customersrequest for refund at this time

The pro rate refund amount was $We have upped that to $for the customerPlease expect a check in 7-days

Complaint: ***
I am rejecting this response because:
I purchased the warranty to cover the heating system I was informed it was covered The contract was not sent to me to review either before or after In fact, I was not sent th esmall print details until after having an issue in October with another service request
Regards,
*** ***

I am rejecting this response because: Select Home Warranty contiously showed poor customer service, left me to do the leg work for over a month coniuosly emailing and calling to get the issues I was having with Select worked outSelect showed no urgency with getting my appliance repairedThe contract states it will cover the applaince to get it back to full functionality(6.1) and later reversees the statement to only applainces after days (10.1)I was advised by Select home warranty sales not to use warranty before days and knew nothing in regards to a day capI have had different warranty companies and have never heard of a day cap??? Select never returned my calls as they wrote stating they would call me to work the issues out*** emailed all doucmentation to Select times in a month period and select continued to email me saying they had no documentation and did nothing further like contacting *** temselvesMeanwhile, while my family goes without a refrigerator to this daySelect Home Warranty has showed little interest in taking care of its customers and I am asking for a full refund so I can find a Warranty business which actually cares for its customers well being and satisfactionIt apeears Select Warranty has a history of Poor Customer Service and MisconceptionPlease give me my full refund as I requested