Select Home Warranty

The customer placed an ac claim. The diagnosis was a Freon leak. This type of issue is not covered under the terms. Please see section 6.3.6 of the terms. This Agreement does NOT cover window, wall or zone systems or portable air conditioning units. This 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  was given a discounted rate to pay up front. When canceling they are charged the regular monthly rate. This is clear in the terms.

The customer was mailed a check for 96.41, which was to cover the amount of a reimbursement, since the customer cancelled, the customer is now being refunded.THe 96.41 is now counted as a partial refund and a check for the additional amount will be mailed as well.

[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 [redacted], and find that this resolution is sad and rather than business address the customer service issue they chose to refund me the money. I am veteran will be sure to inform the veteran community of this company and its practices. I accpet this "resolution".
Regards,
[redacted]

We did peak with the customer and approved a reimbursement.

Complaint: [redacted]
I am rejecting this response because:He is their contractor they need to get...

in touch with him they know and he know that he didn't do his job I would like for you all to give select home warranty of bad rating I want to give them a one on the railing their rating I will let everyone know to not to use select Home Warranty are there Homeland handyman at all because they are dishonest and do not honor their contract.
Regards,
[redacted]

We have already refunded the card on 6/15 for the 2 months paid.

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
The business called me yesterday and informed me that they are sending me refund checks.  I am awaiting receipt of the checks. Assuming I receive them, I will login again to close this complaint.
Regards,
[redacted]

I am rejecting this response because:I will copy and paste all of our correspondence, I believe it shows that they 1st tried to deny the claim with one section of policy and when that was proven to not correlate with the technician's view of what happened they literally fabricated a reply from the owner of the plumbing company.   They then pulled out another policy trying to make it fit with what they claim the owner said.  The owner of the company was never at my home.  When I spoke with him personally, he stated he never said anything like what they are claiming.  He states he claimed that a pipe lower down was corroded and would likely need to be replaced later but that the part of the pipe repaired on 12/30 was not corroded.   I got sick of trying to talk to anyone as they always came up with different answers and decided that they only way I would communicate is via email so there was no more he said/she said.  This is copy and pasted from my email with no deletions: Jan, 9, 2015This is in regards to follow up on my 12/30 claim for a broken pipe.  I would like an update as to what is going on with my invoice from [redacted] Plumbing.  I was told by [redacted] on 1/9/15 that the contractor relations department would be contacting them and getting a more detailed invoice. I will be communicating via email from here on out.  If I don't get a response by Monday, I will be pursuing a claim through the Revdex.comJan 9thDear [redacted],We do apologize about the inconvenience regarding your claim and tried contacting you so that we can provide you with an update. Please call into our toll free number to speak with a representative so that we can further assist you at ###-###-####.Jan 9thAgain, I want it in writing so this is the way I am choosing to communicate with you.  Please update me via email.Jan 9th We have a lot to discuss with you and prefer to speak with you over the phone. Please call us at your earliest convenience so that we can come to a resolution together. We will be awaiting to hear from you.Jan 9th Nope not gonna fly.  My preference is to discuss this in writing.  Please direct all communication to my email. Also sign your emails when you do write to me.  [redacted] is the last to leave a message on my vm asking me to call back after telling you I am not going to communicate that way.  Jan 10thDear [redacted],We were having an issue with contacting [redacted] plumbing regarding the diagnosis, we were finally able to get through to them yesterday and received a more detailed diagnosis. They stated that the 3/4 inch main was completely blown as well as that it was not common and  it was seriously corroded. He also stated that the stand up shower and the tub were built back-2-back and that the only way to initially fix the pipe was to completely remove the tub.  [redacted] stated that he advised you that the tub could be removed or they could access the piping through the wall between the tub and the shower(the spouts were installed back-2back) You agreed to accessing as it would be cheaper, he also stated that you were aware that the wall would be unfinished and you would have to have it cosmetically redone. [redacted](tech) stated that in his professional opinion that someone may have urinated on the piping due to coloring of the corrosion(black and green, which is more acidic) when the home was being built or during the tub/shower installation. Unfortunately the issue that you were having did fall out of your coverage with us, however we still went ahead an approved you for a courtesy reimbursement for $125.00. At this point the claim has been settled and we got all of the information needed from the contractor. Should you have any further issues or concerns please feel free to contact us.For your convenience we have attached the plumbing section from your contract which shows what you do have coverage for regarding plumbing issues.6.3.1. Plumbing. This Agreement covers the following plumbing system components: (i) line leaks in water, drain, waste or vent lines not caused by damage resulting from freezing or from roots; (ii) line breaks in water, drain, waste or vent lines not caused by damage resulting from freezing or from roots; (iii)  toilet bowls; (iv) toilet tanks; (v) toilet flushing mechanisms; (vi) angle stops; (vii) risers;This Agreement does NOT cover the following list of modules, components and parts relating to the plumbing system: (i) tub and shower base pans; (ii) line leaks/breaks/stoppages caused by freezing, root damage or foreign objects; (iii) line leaks/breaks/stoppages caused by collapsed, damaged or broken drain, vent or sewer lines outside the main foundation of the covered home; (iv) access to drain or sewer lines from the vent or removal of the water closet; (v), water softeners; (vi) inadequate or excessive water pressure (vii) plumbing components relating to hose bibs (viii) lead drain lines/pipes; (ix)slab leaks (x) tub and shower valves(xi)cartridge(xii)pumps(xiii)jetting.  Jan 13thI spoke with the owner of the [redacted] Plumbing [redacted], who by the way isn't the one that did the work nor has he ever been to my house.   He stated to me that he never said anything about urination and that the pipe that looks corroded was not the one that was broken.  He states that it was a bad 3/4 inch joint that was broken and fixed by his technician.  His technician [redacted] is going to forward me pictures of the break. I have fwd the email you sent to me claiming that he made these statements to [redacted].  When he sends back  his conformation in writing that he never said any of those things then I will be contacting the Revdex.com and making a claim.   If you will read your contract below you will see that it only excludes pipes damaged by roots, freezing, or foreign objects.  None of the reasons you gave below for not covering the claim involve roots, freezing, or foreign objects. At this point this claim is far from settled.  I am not satisfied with the terrible assessment you have made of the situation.  Is there an appeals process I must go through to make this complete for the Revdex.com claim?  Also who is your governing agency?  Who regulates home warranty companies to ensure they aren't' just taking people's money and not paying out claims?  In other words cheating customers and contractors.  [redacted]  Jan 13thIt would be best for you to call into our toll free number at this point to further discuss your claim as we can get more addressed over the phone rather than via email. You may call into ###-###-#### and ask to speak with [redacted] at extension **.Jan 13th[redacted], this is the 3rd time I am telling you this.  I am not communicating with you over the phone.  I will only communicate with you via written word.  I need answers to the questions put to you in the last email I wrote.  [redacted] Jan 15th I spoke directly with our Dispatch department and they have confirmed that they spoke with [redacted] from [redacted] Plumbing on January 09, 2015 at 5:28pm, he stated that exactly that the ¾ main was completely blown, and that this was not common and that it was seriously corroded, we are not inclined to dispute what caused the corrosion in any case as we do not cover any repairs regarding corrosion.9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair or replacement 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 appliance. The main issue is that the corrosion caused the pipe to completely blow, which at this time we are unable to cover.  We are not speculating on the cause of the corrosion just on the matter of the damage being caused by corrosion.Select Home Warranty sent you a copy of the contract to review, which you did review, sign, and send back to us agreeing to these terms.At this time this claim is closed due to three confirmed diagnostics from [redacted] Plumbing, each of these conversations are recorded and they have confirmed each time that the damage was caused by corrosion.We do apologize that you may not agree with this outcome and do not want to speak with us personally in order to verbally work this matter out, we have fully investigated the matter with numerous follow up calls to [redacted] and they have not advised us of anything different.I hope this information will assist you and feel free to contact our customer service with any further questions or concerns regarding future matters.Jan 15th So you are admitting  that your original statement " [redacted](tech) stated that in his professional opinion that someone may have urinated on the piping due to coloring of the corrosion(black and green, which is more acidic) when the home was being built or during the tub/shower installation."  was completely fabricated?  Also that the section of the contract that you sited as a reason for non-coverage was inappropriate and didn't apply to this claim?  You still haven't answered the questions in the email dated 1/13/15.  I am waiting on an answer to those questions.  Jan 15thPlease review the previous email, all of the answers to your questions are provided.Again, all calls are recorded and we received the same diagnostic from [redacted] Plumbing each time, if your are looking to dispute anything [redacted] is stating, please call [redacted] Plumbing.As per the original diagnosis we received, we are unable to move forward with your claim at this time, however we would be more than happy to further service any of your residential needs.Jan 15thThese are the questions I am referring to: Is there an appeals process I must go through to make this complete for the Revdex.com claim?  Also who is your governing agency?  Who regulates home warranty companies to ensure they aren't' just taking people's money and not paying out claims?  In other words cheating customers and contractorsYou have not answered either of these 2 questions.  [redacted] Jan 16thWe have addressed all of the questions pertaining to your claim, any additional information regarding Select Home Warranty can be found on our website.I do ask that you read over your policy that was signed and initialed by yourself to better understand what is covered and not.We have filled our contractual obligation regarding the matter of your plumbing and have requested that you call us on several occasionsto better resolve the matter or go over any information that you may need, you have refused.Again, we would be more than happy to assist you regarding any additional matters. Please Revdex.com tell me if I am wrong in feeling like this company has gone out of their way, changing their story multiple times and making things up, to get out of paying this claim.  I will concede $50 for the cost of the access panel ($40 per [redacted]) and the labor to make the hole ($10 per [redacted]) and take $60 off of the amount I am asking for as that is clearly not covered.  I want reimbursed for the rest which is a total of $275.  I will not accept any other response.
Regards,
[redacted]

The customer needs to pursue this manner directly with the contractor as they were the ones that caused the damage not us. If the contractor was at the home and saw that they would be causing damage by moving something they are always informed by our company to halt all forms of diagnosis and...

repairs until the customer is properly informed that there may be damage if any attempts are made to move or open something up. It would at that point be the customers decision as to how to proceed in this matter. Since this is not the case the customer needs to go directly after the contractor not Select as if we were previously informed we would not have allowed the contractor to continue without speaking to the customer first. This contractor proceeded with moving the appliance without or consent or disclosure and it is not our responsibility that the contractor took matters to his own hands. The customer needs to pursue action with them not Select Home Warranty.

Select Home Warranty has been in contact with the customer and have agreed on an amount of 250.00 to be reimbursed tot he customer, a reimbursement form has been sent and once the customer fills it out and sends it back, we will expedite the payment process

The customer contacted our office yesterday and requested to cancel their warranties. The customers contracts have been cancelled per section 13.2 of their agreement. Their refund is currently being processed. As soon as their check is issued it will be mailed out. No additional funds due at this time.

A contractor has been assigned to the customers claim. They will be calling them shortly to schedule an appointment. Below is their information: [redacted] ###-###-####

The customer has already been approved for the maximum allowance per section 8.3 of their warranty. If they have any questions regarding this determination they can contact our office and speak with a claim or retention manager. No additional funds due at this time.

Tell us why here...Select Home Warranty has fulfilled their contractual obligation and unfortunately the issue the customer is having with their system is not covered.  The 45.00 is an agree upon amount that is owed to the technician not to fix the unit, but, to diagnose the issue, in all fairness the technician did do their job.  The customer is entitled to a pro-rated refund due to the fact that we did send a technician out, they did assess the issue, and we provided the customer with information on their claim, they just do not agree with the Terms of Agreement they signed, stating freon and freon related issues are not covered.I have included factual information on damage that the compressor incurred from the freon being too low.

The maximum allowance on their a/c claim is $150. If the customer is accepting the $150 allowance I can proceed with having a reimbursement form sent to the customer so that their check can be processed.  If the customer does not accept the $150 and would like to proceed with cancelling their contract, they will be cancelled per section 13.2 of the contract as they are not eligible for a refund since the customer purchased their contract in August 2016.

The customer is not eligible for a full refund as refunds are issued within the first 30 days of service. In addition, the customers account is no longer active as it expired on 4/23/17. In addition, the customer has been informed on numerous occasions when they filed their claim in 2016 that their...

claim has been denied per section 9.1.2 of their warranty agreement. No additional funds due at this time. This customer filed their claim in 2016 and no longer has an active warranty contract with us.

The customer placed a claim for a leaking shower head. The customer does not have coverage for this item as it falls under plumbing fixtures. The customer has elected to cancel and has been refunded according to the policy terms. Please see section 13.2. Cancellation by You. You may cancel this...

Agreement within thirty (30) days from the Order Date of this 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 be entitled to a full refund if and only if, no service has been provided under the contract. After the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan cost. A $75 cancellation fee will be charged and any service costs incurred by Select Home Warranty.The customer is not due a full refund as all claims were handled according to the policy terms.

We did speak with the customer and helped with a  reimbursement.