I have a Lake House on Lake Gaston and was looking for a good warranty company. After researching a number of companies I selected Select Home Warranty, as their sales agent (I believe the name was Eric Brown as he followed up with an email) reassured me multiple times that they have “great coverage” in my area. I even mentioned that it was hard to get contractors in this area. (Littleton, NC) and was told Select home Warranty has a great team there.
I purchased a policy for $550.00
The freezer on my Sub Zero refrigerator went out, so I made a claim on July 2nd. Initially Select Home Warranty declined my claim as their contract does not cover ice makers. After a few phone calls, they determined that a freezer on a refrigerator is not an ice maker.
I was assigned a Service Contractor to handle this. I received a text saying I had a Service Call on July 6th between 12:00 and 5:00 pm. I paid the contractor via Venmo the $85.00 fee. Nobody showed up. I received this text. “sir we have been to your unit if you submit an payment and sorry for later reply. I had also followed up on July 13, July 15, July 30th they asked me to rate my experience. I asked if they were coming. No response. August 12 I am again asked to rate my experience. August 15 I am again asked to rate my experience. These texts are from a number I believe is associated with Select Home Warranty.
Another text thread from the contractor after not showing up. Ok you in Wilson Nc correct and what’s the problem over there. (spelling and grammar have not been corrected) I responded with my address and the isue. “OK i remember now give me a few to get schedule made. I gave more details. “OK i’ll call to set it up.” No call. I responded. I am sorry to be a pain, bud to I need to be there when you are at the house? U can cover the service fee and I can be there tomorrow and no you don’t have to be home” I gave the door code. I sent a payment over, 4 days later I asked How did it go? Fixed? Two days later. “have not heard from you. He responded. “waiting for part” I asked about the part and 4 days later asked for an update. “I’ll call you when I finish up this job sir. I followed up with Were you going to call me. “On phone with select nor one sec Then Hey I need to schedule you I questioned if he had been to my house. His response. Sir bare wit me you are not my only costumer and i need to get your put it’s only stove cut and dry Two days later, I am notified they are trying to schedule a time to come out. I said i was not there please go to house. He replied “Let me check wit my texh” I said let me know what they say. He replied “I got u” I asked if it was fixed. He responded “he went by when he arrive nobody came to the door and I do see where he reached out to me at the time but i wasn’t around my phone.” There was no activity of anyone coming by on my camera, and my kids were there most of the day, and I had given the code. I responded I don’t understand, people were there, and i gave you the code to the house already. He replies. “Sir understand that we are not going in nobodies house unannounced.” I said did you give me a time that you were going over there. I don’t recall seeing that. He responded Sir it’s a time frame when I schedule y stop it okay. Warranty company rescheduled for next day and I was there between 12 and 5, no show. To summarize Contractor twice said they were coming and did not.
I received the following email multiple times through August.
Dear Robert liddle,
We do apologize for this delay as our dispatch department is still working on your claim. Unfortunately our technicians are backed up at the moment. In an effort to expedite your claim you do have the option of Securing your own Service Provider to come and diagnose the issue.
When using your own Service Provider to service a claim, following the instructions below will ensure your claim is reimbursed properly.
1. All consumers are given a $100 pre- set Authorization limit.
2. Reimbursement is ONLY available for covered repairs. Please see the Terms and Conditions.
3. If the total repair is above the pre -set $100 Authorization limit, please call our Authorization department from 9 am est-7pm est at 1-855-267-3532 before you perform any repairs. Failure to obtain authorization for the repairs may delay the processing of your reimbursement.
4. Please email the repair invoice to claims@selecthomewarranty.com and include your policy # and the Authorization # if applicable.
5. Once received, you will be sent a “Reimbursement Form” to sign and send back, please allow 30 days to receive your check. Should you have any questions you, please call 855-267-3532 prompt 5
I responded and had a technician diagnose the problem and submitted the required information.
