I purchased the Platinum Care Plan home warranty from Select Home Warranty (SHW) for $2479.96 last January 2014. Every claim submitted over this last year was well within my contractual coverage but they’ve taken a minimum of 4-10 contacts (with an average 1/2 hour to 45 min wait times on the phone or numerous unanswered email claims filed) with each claim having to be escalated to a “Manager”, then SHW systematically responds with; “non-coverage”, “limited coverage”, “allowed maximum coverage” and last but not least full coverage but only partially paid with their advice to file a second claim for their review and approval to disburse the other half of the “covered claim” to resolve the matter. After dealing with the constant breach of contract issues and fighting for my rightful coverage on every claim submitted, I’ve decided to exercise my right to cancel the membership. Within the contract it states; “Arizona Customers Only- AAC R20-6-407(E) (2) – Arizona holders may cancel their contract at any time in the contract term without restriction. Additionally, no claim incurred or paid shall be deducted from the refund amount”.
I submitted my cancellation via letter attached in an email per SHW directions on October 22, 2014. It took numerous requests for them to acknowledge the receipt of the cancellation letter and email. Eventually after an additional nine emails inquiring when I will receive the reimbursement for the cancellation I was advised that the funds would be received by November 22, 2014 at the latest.On November 24, 2014 I contacted SHW inquiring about the reimbursement and continue to receive their generic response that their billing department is reviewing the cancellation without a reason for the delay or if and when to expect the reimbursement.
I have serious concerns about SHW lack of ethical, legal and questionable business practices; Moreover the cancellation of the warranty and the accurate calculation and return of my reimbursement.
SHW’s history of not operating within the guidelines of their contract without numerous communications and escalating every claim to management causes me to believe that I will not receive the reimbursement as outline in the SHW agreement without legal action.
The reimbursement has not been received as of December 4, 2014.