Complaint Review: Select Home Warranty LLC - Mahwah New Jersey

The following is a copy of a fax that I sent yesterday which is self-explanatory. 

Under the contract all disputes are to be arbitrated by the state of New Jersey, a process that I am currently pursuing.  Should you need a copy of the service contract, please advise and I will scan and email or fax, if you prefer.   August 31, 2018 S.H.W. Attn: Mr. Alex Winters, V.P. of Customer Service (per BBB.org) 1 International Blvd. Suite 400 Mahwah, NJ 07495-0025 Fax: 732-490-6612 (may or may not be his)

Dear Sir: I fail to understand your reimbursement/replacement policy, I prepaid for the services of your company for a period of 3 years and 7 months on Aug 1st, 2017 at an exceptional price (and, I now understand why), and, am in the process of dealing with my 1st request for service. It seems that my Samsung dryer, acquired Dec 30, 2013, a model with all the bells and whistles, acquired for a retail of $749 plus tax and removal fees, seems to have ceased operating normally due to, according to the technician dispatched by your company, Aug 14, 2018, a faulty touch pad and a faulty main circuit board. It has been operating flawlessly until this time. I, today, contacted the technician who made the initial service call, regarding potential repairs and replacement and he advised me that the touch pad would cost $172 and the main circuit board $215. Including his labor, repairs could be made for a total of $542.

After deliberating over my claim for a couple of weeks, your Resolution Team has advised me, in today's email, that they will be happy to reimburse me a total of $175 in keeping with the terms of section 8 of the contract. In reviewing the section in question I have deduced that the value of the "depreciated" parts (which would be the contractor's price - if there is one) would be the market price today as the parts have normally depreciated in price from their original cost in 2013. So, at minimum, due to my failure to read the fine print, I believe you owe me roughly $390 for parts as I am liable (caveat emptor) for the labor. (So, before anyone undertakes an arrangement with this company, I suggest that you read the fine print. They negotiate a great price for a long term service contract for which they really supply no service.) Also, in the course of the last few days, I began a phone campaign to determine my claim status as I had heard from no one for 2 weeks. At the beginning of the week I spoke to Honney in the Philippines (although she told me her call center was in NJ, home of the corporate offices), who was to have someone call me next day. Next day, late in the day I called back (because they never do call back, at least, not for me) and spoke to Arlene who acknowledged that she was in the Philippines (kudos to Arlene) and she advised me that someone would call the next day as "they" were still reviewing the claim.

The next day I called back, again, late in the day and spoke to Robert in NJ. He advised me that "they" were still reviewing the claim and that he would, he promised (as did the others) make sure that I would get a call back the next day. I reiterated my plight and requested to speak to a supervisor. I was transferred to Victor, in the same NJ office, who advised that he was walking the paperwork across the office for a determination from the manager of that department and that he would call me the next day, for sure. This was about 4:30 p.m. in the afternoon and I asked Victor to please call me back, one way or the other or if still pending, before he left for the day at 7:00 p.m. (same time zone). He vowed that he would, but, never did. And, this morning, I found their generous offer in my email box.

I am currently filing a complaint with the Consumer Affairs Division for the State of New Jersey regarding deceptive business practices even though Caro, in the S.H.W. NJ office, promised me that someone would call today, and, we all know what the odds of that happening are. I substantiate these allegations by providing my contract number, SHW-1521551, for those who may be sceptical of my dealings with this company. I can only look forward to the process of terminating my agreement with this company as I know they will be offering pennies on the dollar when I try to recover what I think the fair amount should be. I thank you for your time. And, I thank Facebook for providing this forum. Very Sincerely,