Select Home Warranty

Regards,

Grant M. **

Seven days later we called back and they informed us that we would need to find a contactor on our own because they were unable to located anyone that could help us in a timely manner. Which meant that they breached their contract with us because it states clearly in the Service Agreement that they would provide the contactors of their choosing. What they didn't tell us that there are no contactors anywhere that will work with any Home Warranty company anymore because they don't pay the their bills in a timely manner or if at all after the services are completed.

This has put a fear in us that if we could afford to pay the contractors for the fixing of our heating/cooling system or any other appliances, electrical, plumbing or any other need that might arise, that we would never get paid back by them. Wouldn't you know it, I was just on the phone with Select Home Warranty while typing this summary of our experience. Brian is calling me from their dispatch department and now has transferred me to Julus from another department. They are trying to convince us to stay with them. We have had to ask for help from attorneys in this matter.

On May 7th, 2023, the drain in my utility room downstairs backed up and caused spillage. I immediately contacted Select Home Warranty, to advise about this and request that a plumber come to my home immediately. As such, on May 9th, a plumber arrived at my home, and he explain to me that he only had a 25 foot snake to put down in the drain, but he felt that length should be sufficient to remedy the problem. Shockingly, an hour after the plumber pushed the snake down the drain, the spillage became worse, and the liquid covered the hardwood floors completely.

At this point, the plumber was no longer at my home, so I called Select Home Warranty again, and requested help. I was told that someone would contact me within 1 to 2 days. I was baffled that the customer representatives thought it would be acceptable to schedule a call back in 1 to 2 days considering the condition of my home which was now in a worse state than before the plumber came to my home on the 9th. I stressed the urgency of this matter as my home was in a horrible state and it was worsening day by day.

Despite my constant protesting and pleading, I was told the only option was for me to wait 1 to 2 days for someone from the company to contact me. Needless to say, no one contacted me as promised. On multiple occasions I was promised call backs, but no one ever called. Each time I called for assistance I was told I would I receive a call back, but that never occurred, this resulted in me having to call constantly requesting help. I patiently waited for a follow up call, but after days of suffering from respiratory and gastrointestinal distress caused by inhaling the fumes and vapors from the spillage, I called Select Home Warranty again and pleaded for assistance.

On May 15th, a plumber was sent to my home. The plumber diagnosed the problem, and advised that in order to resolve the problem he would need to remove the toilet and complete the repairs. He contacted Select Home Warranty to advise them what was required to complete the repairs. However, he was told by a representative with Select Home Warranty that the company would not cover the removal of the toilet. Despite the insistence from the plumber who explained the mandatory steps required for the repair, he was told by the company that they would not cover the removal of the toilet which was needed to complete the work.

At this point, he declined to attempt to do any further work at all, as he was confident that any work he completed other than removing the toilet and completing the repair, would be done in vain, and would only be a short term remedy, as the removal of the toilet was vital in completing the repair sufficiently. I am appalled by the service I have received from this company. The failure to immediately act at onset of the spillage has lead to extreme damage to the flooring in my home, but also this has created a major disruption in my life.

As I mentioned at the genesis of this letter, I am elderly and currently recovering from major orthopedic surgery, so it is extremely unsafe for me to attempt to navigate my way around my home, due to the massive amount of liquid covering my floors. Moreover, the physical effects I have experienced from living in my home with this spillage have been devastating. As I am still relatively immobile and unable to comfortably leave my home, I have had no other choice than to stay in my home and suffer.

On May 14th; Mother’s Day, my family members were originally scheduled to come to my home to celebrate the day with me, however, due to this spillage issue not being resolved, our plans had to be cancelled. This issue has impacted my mental and emotional health. I am unable to sleep as the thoughts of living in this toxic home are constantly on my mind. I am unable to eat as the stress from this situation has caused me to experience anxiety resulting in loss of appetite. I am constantly suffering headaches, nausea, restlessness and uneasiness. Moreover, considering my condition coupled with my age, your company has failed to maintain the necessary steps to ensure a duty of care to a vulnerable customer, and this situation borders on elder abuse.

At this point, I am requesting your immediate intervention. The constant delays and subsequent refusal from Select Home Warranty to repair the toilet and resolve the spillage has lead to an exacerbation of the problem. I am frustrated and shocked as to how this company has treated a loyal customer with such inconsideration and unprofessionalism. Select Home Warranty’s company motto is “ We provide peace of Mind”, sadly in my case your company has provided anything but “peace of mind”. I have received unfulfilled promises, excuses, refusals etc..,but nothing which has afforded me peace. Unfortunately, my case does not appear to be an isolated incident, because as recently as two days ago, other customers have posted negative reviews highlighting their issues with the company.

Once again, I am suffering, and I am requesting your intervention in getting the needed repairs completed, and any damage caused from the spillage resolved. After submitting my complaint to the CEO, customer service the complaints dept etc.. I was contacted by Ron ** from Select Home Warranty, on May 16th, who told me to contact a plumber to come to my home, and have the plumber call him, and he would assure that all of the work needed would be covered. On May 17th, while at my home, the plumber called Mr. Smith, and he told the plumber that the company was not covering the repairs. Mr. ** lied to me after I submitted my complaint. Since that time, I have called him over a dozen times, and left messages, but he refuses to answer my calls. I have been left physically ill from this situation! And I need immediate intervention.