Select Home Warranty Breach of Contract and Fraudulent Behavior Mahwah New Jersey

I had a home warranty that was issued in April 2017 as part of my home purchase. On 10/28/17, I woke up to a water leak in my downstairs master bedroom from the bathroom above. I verified that my leak wasn't a result of a non-covered event and called the company to report a claim. I waited on hold for 4 hours before speaking to anyone. Then, I was told to watch my email for more details. They were quick to rush me off of the phone and didn't want to take the time to help me. The email contained a plumber's name and phone number. I called the plumber but they are closed during the weekend. My home warranty states that a technician will be dispatched within 72 hours of reporting a claim. This did not happen.

The technician came on 11/1/17, five days after I reported the claim. The plumber said it would be a quick fix but he couldn't do any work with authorization from the warranty company. On 11/6/17, the plumber called me to tell me that the warranty company only approved the part to repair the leak but not the labor to repair the leak. I called the warranty company daily beginning on 11/6 trying to get the claim approved and find out what was going on. Customer Service reps are clueless and just robotically read a script stating that "installation" is not covered. I consulted with a contractor who advised me that installation refers to putting in a new system and not repairing a pipe. This didn't matter to the warranty company. Everyone I talked to just kept citing policy stating that there are no exceptions. Period. I ended up paying out of pocket for the repair on 11/11/17 because the damage to my ceiling from the leak was getting worse and I just couldn't put it off.

The warranty company advised that I could seek reimbursement after the fact through a complaint I filed on the BBB site. I did that and they denied my request for reimbursement stating that they don't do replacements or installations. I found several dozen reviews on a review website where customers stated they had replacements or installations. I provided that information to the warranty company. No response. I asked for their in-house legal counsel information. They refused to give it to me. I asked to just cancel my policy and receive a pro-rated refund so that I could take my business elsewhere.

On 11/15/17, they approved my request for the cancellation and called me to say I'd have my check within in a week. Two weeks went by and no check. So, I emailed again. This time, I was told the check hadn't even been processed yet and that I needed to allow up to a month for processing. I don't think I'll ever see that refund check. I've sent letters to their corporate office and no one has responded. I've sent letters to the Attorney General's office and no one has responded. I don't know how a company can operate like this and stay in business.

I'm surprised no one has sued them yet or that there's not an attorney out there itching to do a class action lawsuit. They state that they are voted high in customer service, but they direct you to lead generator websites where the endorsements are carefully selected to portray a positive image so that people use them. If you look on non-endorsed websites like this one, or Yelp, Google+, etc, you'll find hundreds of customers with similar complaints. They won't cover anything that costs more than $100 and are inconsistent with what they will and won't do. They break their own contract and don't care to make things right.

Their managers and reps are rude and just repeat the same things over and over in hopes you'll just give up. They are taking people's money and not performing a service. That's fraud. Do not do business with this company. EVER.