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CB Residential Rentals Select Home Warranty Reimbursement for policy that was not honored
Select Home Warranty

Select Home Warranty review: Reimbursement for policy that was not honored 4

S
Author of the review
11:25 am EDT
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I wish that I had read the complaint section before I put out money for a Home Warranty that was of not honored. Dishwasher went out, damaged floor & I had to have repairs done. I called Customer Service, was told I could purchase a new Dishwasher and I needed to hold on to receipt for proof of purchase. When ready for dishwasher and called Customer service back to finish claim, I was told that the claim wouldn't be honored because I didn't follow their order of procedure. I had followed exactly what the representative had told me to do! I had paid $450.00 for this policy; I had followed instructions from representative. I wanted my $450.00 back! They sent me a check for $180.48 with an added $75.00 cancellation fee!

Good Customer Service will honor their word even if it costs them to do so. I don't know if there are any good Home Warranty Companies out there but if so, this isn't one of them! I'm not just disappointed, I'm angry at the service and not giving me a refund under the circumstances that surrounded my issue.

Sandie Nagy

Desired outcome: I want my money back, I want the Company to better train or at least honor what their customer care representatives tell their customers, and I want t o warn others from taking thier verbal words seriously.

4 comments
M
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Mr. Helpful
Los Angeles, US
Apr 20, 2022 1:14 pm EDT

Hi Ms Nagy.

I'm sorry to hear of your recent experience. Hopefully I can explain.

In order to assure a client is not abusing their home warranty for the purpose of upgrade, a specific procedure must be followed. This procedure is pretty simple while also making sure premiums are kept at the very lowest rates.

Initially an authorized service technician is required to inspect the non-functioning appliance. Their job is to (1) confirm the appliance is indeed defective and (2) that the issue cannot be serviced. Based upon those two findings, a value for your appliance will be issued for the purpose of replacement.

Hopefully that explains any confusion.

S
Author of the review
S
Sandie Nagy
Belton, US
Apr 20, 2022 2:40 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I did follow their procedures! When I called about the dishwasher not working, they said that they were too back up and couldn’t get a plumber to come and look at my dishwasher. They told me to call a plumber of my choice and they would honor it. I called John’s Best Plumbing. He gave me the invoice stating the problem ( the pump had broken) I sent them an attachment with the invoice showing the cost of the plumber $90.00 for the diagnosis. The dishwasher had also damaged my wood floor which I also sent them documents proving that I had to have the floor repaired. The pump broke all the way and flooded my wood floor. I called and explained that I had to postpone putting a new dishwasher in til the floor was repaired first. The claim was put on hold. This is when I was told to have my floors repaired and that I could go ahead and buy a new dishwasher while there were end of the years sales but to make sureI keep receipts.

I was not at all expecting an upgrade! I assumed they would take the price of buying a new dishwasher of the same brand and quality and at least give me that much money to go towards the new one.

I’m angry because I did exactly what the customer service representative told me to do, I sent all the receipts to prove the dishwasher went out. Select Home Warranty is the one that told me to call a plumber. I followed what I was told under the unique circumstances and I think it’s only right to honor their word!

S
Author of the review
S
Sandie Nagy
Belton, US
Apr 20, 2022 2:45 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

And then to charge me a cancellation fee of $75.00 after what they had already done to me was what made me want to file a complaint!

M
M
Mr. Helpful
Los Angeles, US
Apr 22, 2022 2:01 pm EDT

Hi Ms. Nagy.

Appreciate your frustration.

Do you have those instructions, in writing, by Select Home Warranty?

S
Author of the review
S
Sandie Nagy
Belton, US
Apr 22, 2022 2:31 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

No, I’m sorry to say that I don’t. 😢 I called them and spoke to a representative when I called and said my floor was ready, the representative I spoke to told me that she could see where I had sent the documentation / invoice from John’s Best Plumbing and she told me to send all of my receipts and it went downhill from there. I called and spoke to them because I needed assistance and direction as to how to file the claim because of the unique circumstances of them having me get my own plumber and then there being a delay and the claim being put on hold.

I had no way of proving these conversations except the record or times of calling them.

All I got when it was all over was that they were sorry this happened but I don’t think them too sorry or they would have tried to do what is right!

They had the proof and I still have my receipts that the dishwasher had to be replaced and they even had been given the receipts for the floor being repaired.

Like I said, any company that’s worth anything will stand by their word. Correct or better train their customer service representatives , but honor their word.

All the conversations are recorded is what their recording says, so all they would need to do is go back over the recorded calls! I purchased a home warranty that covers appliances , I called the plumber like they said, I sent the proof that the dishwasher had to be replaced. When they didn’t honor that, I asked for my money back and they weren’t even fair with that!

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M
Mr. Helpful
Los Angeles, US
Apr 22, 2022 11:29 pm EDT

Hi Ms. Nagy.

I truly appreciate the frustration you seem to be feeling.

Conversations have a way of being misunderstood or remembered in different ways. Unfortunately, those who are less than honest can claim many things were said that were never uttered. It's why following the outlined procedure becomes important.

Is gladly like to see your claim readdressed but, whereas the policy has been canceled, that becomes a moot point.

Now that you hopefully realize the issue, the best thing to do is just enjoy your new dishwasher and flooring.

S
Author of the review
S
Sandie Nagy
Belton, US
Apr 23, 2022 7:35 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

You would have done better to not respond at all than to hint and accuse me of making up this complaint! I just wanted my money back, or at least the $75.00 cancellation fee I was charged.

I’m done with all this!

M
M
Mr. Helpful
Los Angeles, US
Apr 23, 2022 11:15 pm EDT

I am so very sorry Ms Nagy. My intent was not to suggest that you were being dishonest, only that by not following certain procedures, anyone can claim anything.

I'd really like to see your claim reviewed but there's no simple way of making that happen.

The best suggestion is to do exactly as you've suggested and simply set all of this aside. Simply enjoy what you have.