Complaint Review: Select Home Warranty - Mahawah New Jersey

10-15-2018                      Policy# SHW170609 Bronze Plan

Re: Claim# 314501 filed 7-31-18   New Claim # 330657 Sept 9-18

Refrigerator Model LG # LFC25776ST/00   Ser# 012KRNM00391

Filed claim on ice maker. 

8-2 Unidentified repairman called while I was at Doctors office, said he was in the area and could come by in 15 min's, haven't heard from him since,  Called his number 3 times, no answer

8-7 Second Request to SHW (Select Home Warranty)  by e-mail

8-9 I called SHW claims office, advised claim in works.

8-13 J&N Appliances called for appointment on 8-15

8-15 J&N here to repair, said found fill tube frozen, cleared line said all OK, Paid my $45 co-pay

8-16 I called SHW claims office, advised ice maker still not making ice, the tray simply does not fill with water.  Was advised you would call repairman J&N

8-19 I called J&N left message to call and sent text

8-21 I called SHW, was advised $100 in repair authorized but still no contact from J&N

8-27 I called J&N, no response

8-28 I called J&N, was advised fill valve is on order, inquired how long before it comes in, stated maybe today?

9-3 No further contact from J&N!  E-mail & call to SHW

9-5 I called J&N, spoke to Jamie, asked if he was going to fix my ice maker or not.  He advised to tell SHW to get someone else. Then hung up?

9-5 I called SHW & advised J&N stated he was not going to finish the job!  SHW advised they would assign another repair firm............

9-7 Received e-mail notice from SHW that claim assigned to J&N, I called & advised he is the one who said tell SHW to hire someone else?

9-7 l rec'd e-mail from SHW advising ice maker repair assigned to Super Appliance Repair at 9419288510

9-8 Left message on answering machine for Super Appliance to return call

9-11 I called SHW, no contact from Super Appliance?

9-11 New Company assigned by SHW, The Repair Clinic - 941-744-6460

9-12 Left messages to call me back with The Repair Clinic.......

The Repair Clinic returned my call, they have not received a work order from SHW, called SHW, and they will send one out right away? Set appointment for Friday 9-14 between 10-2 pm Patrick will be the repairman.

9-14 Waited all day, they never called, I called them & left messages on answering machine...........Called SHW & advised appointment not kept!  They advise will send file to claim manager for handling on rush basis & assign another repairman?

 9-15 I talked to SHW & was requested to wait till Monday 9-17 for assignment to a new company.  I waited, it is now Tuesday

9-18 5 PM - No further contact from SHW or anyone else!  

9-19 I called SHW, I was advised it would be referred to a manager for handling!

9-21 no contact to date, I called SHW, no assignment yet?  Advised one would be made within 24 hours & I would be notified by an e-mail.

9-24 no further contact from SHW.  I called SHW, Danny discussed in detail, they will forward to dispatch team to assign another repairman. 

9-25 no contact from SHW again.  I called SHW & was advised file would be given to a supervisor once again for expediting my claim.  

9-25 E-mail from SHW advising repair assigned to "Britts Appliance"

9-27 Britts called for Appointment on Mon 10-1

10-1 Britts inspected ice maker & determined the tray is not filling with water, Fill Valve needs replacing.   Advised they would notify SHW for permission to repair?

 10-11 Called Britts, they advise they have not received permission to repair from SHW.  I called SHW & was advised Britts has not submitted request for the part or repair? 

SHW representative advised she would move it up as fast as possible.?????

10-12 Received e-mail requesting me to contact SHW to discuss claim.  Talked to claims rep. they advise “I have to contact appliance repair, order & pay for the part, authorize repair, & pay for the installation of the part”.  I requested the rep. to read the part of the contract that states installation not covered. 

She quoted section 8 “Select shall have the sole and exclusive option to: (iii) subsection relates to “In lieu of replacing a system or appliance that is deemed irreparable or it is not cost effective to repair” then under this condition installation is the insureds responsibility.” 

   This cannot be applied to the entire contract only to section 8!

It is difficult to understand nothing was ever said about me paying for installation of a part covered by the contract since the inception of this claim and over 25 personal contacts with SHW????

Requested to speak to a manager, talked to one (name unknown) he quoted the same section but continued to insist I pay for the installation of the ice maker fill valve and to authorize a repairer to do the installation and send the invoice to SHW for consideration.  I asked if I purchased a home warranty to repair/replace covered items or was this parts only warranty.  He could not answer me.

I asked to speak to the cancellation department to determine my options, transferred to Socrates, very professional in his approach in allowing me to make my case.  He promised a manager would call me to discuss this claim within the next 3 days.  I agreed to wait till Monday 10/15 if needed.

10-15 Waited, no calls, called SHW & was advised it had been kicked up to management & someone would call me today?

10-15 Jamal, claims manager called to discuss why they do not pay for installations.  Referred me to section 8(iii) and 9.1.2 wherein references are made to installations not covered. Pretty sneaky misrepresentation of the contract.   We discussed at length, his report by the repairer states a new i/m is required.  My copy simply states the “fill on i/m is defective”  Jamal states they will pay for the i/m $87 but I am responsible for the $135 installation fee?  He said he would talk to the repair shop asap & get back to me.  His extension is 5039

10-17 no return calls by Jamal, left messages.  He ignores them.

10-18 again, no return call by Jamal, I won’t call again, it is obvious your customer service does not exist!!!!

 MY CASE! Several quotes from the policy……

I purchased in good faith a home appliance warranty with $45 co-pay that would repair, replace many defects outlined in the policy.

Your web site: Screen grabs:

https://quote.selecthomewarranty.com/affiliate/ed22f0

“We’ll repair or replace your covered item. You only pay a minimal service fee. Simple as that.”  

                    Your advertising, not mine?

Where does it say I pay for parts replacement costs?

 Avoid Unexpected Repair Costs

Shield your wallet from unexpected costs of repairing or

replacing a home appliance.

An unexpected cost would be for me to have the parts covered & I pay for them to be installed!

How simple is it to understand this representation from your web site. I only pay a minimal service fee!

More from your web site:https://quote.selecthomewarranty.com/affiliate/ed22f0 

Policy Section 2. Obligations. In consideration for your payment to Select, and subject to all of the terms of this Agreement, Select will arrange for a qualified service contractor and/or technician ("Independent Service Technician") to repair the systems and appliances covered under this Agreement, when they become inoperable due to normal wear and tear.

5.4. Non-Emergency Claims. To make a claim for repair you must contact Select within 3 days following discovery of the malfunctioning and/or inoperability of the system or appliance. The independent Service Technician will be instructed to provide repair ment of the appliance or system within two (2) days during normal business hours and four (4) days on weekends and holidays following submission of the claim. If covered by this agreement, the system and/or appliance repaired will be paid for by Select within a reasonable time following submission of the claim. Select will not be liable for any delay in the repair of the inoperable appliance or system.

Looks like your proof readers missed a complete word?  “Replacement”

 “6.2.1 Refrigerator. This Agreement covers one (1) refrigerator located within the kitchen of the covered home. This Agreement covers all modules, components and parts of the refrigerator necessary to the functionality of the refrigerator. (i)control boards (ii) compressor (iii) thermostats (iv) damper control (v)wire harness (vi)evaporator fan motor(vii)condenser fan motors (viii) pressure switches (ix) relays (x) contactors (xi) start assist (xii) thermistors” 

Self-Explanatory, it’s covered!

6.4.11. Refrigerator's Ice Maker. This Agreement covers all components and parts. (i) ice maker (ii)motor (iii)thermostat

 Bottom line: Repairs/Replacements include labor & parts less my $45 co-pay unless not repairable, then $$ payment is negotiated.

 Promises, Promises, apologies but no action!

I have been without an ice maker for excess of 79 days? Have contacted your offices in excess of 25 times for what is potentially less than a $100 repair, what if I have a real problem?  Someone up there should take responsibility for this lack of service and get it done!

 cc:  Division of Consumer Services, Florida

        New Jersey Division of Consumer Affairs

        Better Business Bureau       

        Ripoff.com