My complaint:
On January 11 I have opened a claim 02876932 about leaking toilet at the base located on 3rd floor of multilevel apartment building. In the meantime downstairs apartment is having sewage water leaking into their bathroom. About 6 hours later, 4:40PM EST I have received a notification that plumber has been assigned with the earliest availability on January 15, 3 days later. The Plumber indicated that business is closing within 30 minutes and if I need to come today it will an emergency and $150 fee upfront. I have tried contacting Select Home Warranty to get this resolved and been placed on hold for infinite amount of time. Due to time pressure I opted to have my call returned when representative is free.
In the meantime I have contacted the Plumber and authorized to go assessing me problem by paying out of packet $150 Emergency Fee and $65 deductible. Select Home Warranty representative, Sunny (Ext ID:6501) called me back and after having a conversation told me that Emergency Fees aren’t covered because their Contractor stated that he is available today. I have explained many times that the reason Plumber is available today is due to my payment out of packet but Sunny couldn’t understand it and continued stating that Plumber reported same day availability. I have asked to talk to a supervisor and after 20 minutes of giving me excuses Sunny told me that Supervisor by the name of Raymond Jones will return my call with 2-3 hours. That never happened. This isn’t a first time I been lied like that stating that Supervisor will call and never hear back.
The plumber finally arrived and assessed the leak indicating that toilet is leaking at the base it needs to be removed for the repair. However, Select Home Warranty approval department is closed and I want the issue to be addressed I need to pay out of packet $350 for the work. I agreed without hesitation as downstairs neighbors are complaining about sewage leak into their apartment causing ceiling damages and health risk. Upon removal of toilet the Plumber discovered that Flange is cracked and needs replacing that is completely different type of work and cost. Due to lack of having correct parts and Select Home Warranty approval office closed the Plumber shutdown the water, cleaned the effected area from standing sewage water and left to be returned on Monday, January 15th 2024. The Plumber did submit the diagnosis report of the finding to Select Home Warranty making sure all is reviewed and approved before Monday.
On Saturday morning I have received an email from Select Home Warranty stating that my claim is denied per Contract Section 6.3.2. I have reread the contract that indicates that if breakage of sewage pipe is more than 100 feet and/or effected by roots it won’t be covered. My issue is right at the access point (toilet sewage pipe flange) and not caused by roots. Therefore, I don’t understand and agree with Select Home Warranty claim denied statement. This triggered me to place another call to Select Home Warranty and after 5 minutes been on hold I got a representative by the name of Erik answering my call. Erik refused to provide any Ext ID numbers or any other information but I still explained my situation and requested to speak to a supervisor that failed to return my call from yesterday.
Erik responded that they have no supervisors and there is no body else to talk to but him. After several minutes of me disagreeing with this statement Erik told me that all Supervisors are on call with other clients and someone will return my call with in 2-3 hours. This time Supervisor name is Joyce. Again, no other identification factors were provided when I asked. I talked to Erik for over 30 minutes explaining the situation I have encountered yesterday and my disagreement in Select Home Warranty claim been denied. Erik assured me that he recorded all my statements and will submit it to be reviewed.
My overall issue and concern is that Select Home Warranty is providing dishonest business where money gets charged, little to no services are provided and call representatives been told to do all possible but never connect clients with Supervisors to avoid complains. Like I have mentioned, this isn’t the first time I have encountered this type of treatment by Select Home Warranty and looking for someone to take responsibilities for lacking proving necessary support and any wrong doing.
Thank you
Suggested solution:
At the minimum I am looking for 2 things:
1. Due to health risk that leaking sewage water into someones apartment my emergency fee should be reimbursed.
2. The cost of repairing/replacing broken flange of the sewage pipe located at the toilet entrance on 3rd floor should be covered a 100% by Select Home Warranty.
