Select Home Warranty I bought a policy and when I went to get a technician they did not provide me with one. It had been a month now. They did say that I could find my own wahwa; new jersey

To Whom it May Concern. I am writing you to file a formal complaint about my tumultuous journey with Select Home Warranty. June 1, 2020 after buying my home I was told that a home warranty was a good idea (SHW promotional literature) because I am a single legally blind female senior and I wanted some "Peace of Mind" (SHW promotional literature) that I would be able to get "Good and Reputable Service Technicians" (SHW promotional literature) and that this would be the way to save me money and to "Cost Less" (SHW promotional literature).

Shortly after the warranty period began, I called SHW because I had a problem with my hot water heater. I went through the process and after much more than the two days had elapsed (contract specified response time) (SHW contract) I received an email from SHW stating they could not find a technician and I needed to find my own.

I did not know about the reimbursement option, and no one I talked to as SHW explained it to me either. I was under the impression that I would have to pay the cost myself. Even if they had explained it to me, that would not have been a viable option for me.

I am new to the area where my home is located. I do not know any reputable service technicians in any of the plumbing, electric, or HVAC trades. I had been "covered" by the SHW "warranty" for less than a year and they left me to fend for myself. That is not a warranty, that is fraud. I felt so stupid and duped that I had been scammed out of $1934.96 ("warranty price") and all what I got for my money was excuses and no resolution whatsoever. Another home warranty issue arose in the Sumner of 2021.

I was desperate because my A/C was having a problem, so I ventured out and called SHW again. This time it still took more than two days (contract specified response time) to get a technician, but I at least received an email and then called a very nice A/C technician. The technical was professional and personable and was able to solve the problem. The third time I had a warranty issue, I again contacted SHW. On Monday May 16th 2022 at @ 6pm I called because I was having a plumbing issue and could not use my bathroom. On Wednesday May 18th I received an email from SHW that they had found a technician. I phoned the technician.

When I spoke with the man, he proceeded to explain to me that he was in New York (I live in Florida), and that he had told SHW that he was not in the state of Florida and would not be back until the following Tuesday (May 24, 2022), more than a week after my original call. The technician told me that he could do the work, but I would have to accept the delay. Well to say the least I was not able to accept such a delay.

So I called SHW back and told them this and that I needed to get someone earlier than May 24, 2022. I was told by the person at SWH, a woman whom I did not get her name (I did not think I needed to at this time), that they would have to start the process of finding another technician over again and since it was Wednesday afternoon (May 18, 2002), the two days (contract response period) would basically start again and I would be Friday May 20,2022 before I could expect a call from any technician. The SHW representative that I spoke with told me that since it was so late in the week for her to "start the searching process over", that it would be best if I kept the original technician.

I was very unhappy but I needed to get my bathroom fixed and it seemed like I was at the mercy of SHW, so I stuck with the Tuesday date and the original technician. On Monday May 23, 2022, I received an email from the technician that he was going to be unable to return to Florida and he let SHW know this. I was devastated! At this point, I had been without a bathroom for over a week and there was no indication that SHW would be able to have anyone come out to fix my "warranty" problem.

I called SHW to make sure that they knew about the technician not being able to return so that they would not delay my "warranty claim" even further. When I called SHW they did tell me that they knew the technician would be delayed out of state and that they (SHW) would be looking for another technician. I received another email asking me to call SHW and when I did I spoke with a gentleman, (I did not get his name) and was told that it would be another 48 hours before they could get a technician.

On Wednesday May 25, 2022 I received another email to call SHW. I called and spoke with a woman (I did not get their name) and told her that I was not mad at her, but I was very unhappy with the service from SHW. I was then transferred to another woman who I am assuming was a manager. She was not very helpful and was rather condescending. She did offer apologies, but no solutions.

I began to notice that each new person I contacted appeared to be reading from the same script or set of que cards. They all offer apologies and assured me they were "working on it" by no progress was ever made. The manager was not helpful at all and just kept saying they were working on it. She did tell me that I could get my own technician. After my phone call with the manager, I received an email to call the "escalations team".

On Thursday May 26, 2022 I called and spoke with Nicholas. I explained to him how this "warranty" situation had now taken more than a week and a half and had not been resolved, with no technician ever being sent to my home. I wanted to get written information about several things. First, what was the protocol and the parameters for me finding my own technician. I specifically wanted to know the steps involved with this process and how the payments were to be made to either the technician or me, and how I would be reimbursed if I had to pay out of pocket.

I wanted to know what the limits were to what maximum dollar amounts which would be paid out, or reimbursed to me for any and all plumbing related services that might arise out of my "warranty claim". I told him that I wanted this information in writing. Nicholas then proceeded to tell me that he did not have a computer to send this to me. ARE YOU KIDDING ME????? a person from the escalation team that is working with a customer that is having a problem does not have a computer?.

During our over one hour phone call, I was put on hold multiple times by Nicholas. It was obvious that he was putting me on hold to talk to someone somewhere else. I also asked for a run down on what I would get if I was to get a refund and I wanted this in writing too. I told him I did not want to cancel because then that was putting the blame on me and SHW then could lay all of their fees and penalties onto me.

Finally at the end of the phone call I received the partial information about how to get my own technician and Nicholas told me he would have billing send me the numbers for the refund. To date I have not received any information regarding my cancellation options. I was tired of getting the run around. I wanted a refund.

That evening (May 26, 2022) I received an email from Ron Smith a "manager in the executive customer relation department", to give him a call. I called Ron on Friday May 27, 2022 at @9am. This went to voicemail, so I decided to email him to tell him what I wanted. It did take me some time to send the email, so at @10:30am I sent the email and within 15 minutes he called back, and he left a message for me to call him back.

I did call him back and I reiterated what I had said in the email which was that I wanted my full cost of the policy returned, minus the actual money that SHW paid out for the claim on my air conditioning unit. From the beginning Mr. Smith was aggressive and bullying by interrupting me and trying to talk over me. Several times I had to tell him to let me finish talking and that talking over me was not going to stop me from telling him what I needed to say.

I again asked for the numbers that SHW would pay as a refund of my policy and again I asked for them in writing. Mr. Smith told me that he could tell me the numbers over the phone but not in writing. I insisted several times and he still stated he would not do that but would tell me verbally. I asked why he could give me the numbers over the phone but not inwriting and he said that the billing department could only provide those number and his would be a ballpark figure.

I asked him to send me the ballpark figure via email and he agreed after almost getting to the point of yelling at me over the phone. I again have not received anything from SHW about the numbers for the refund. Mr. Smith did say that he would investigate not charging me the cancellation fee of $75 for this fiasco.