Saw the reviews online and thought they would be great. One of the slowest, most disorganized, companies I have ever had the misfortune of dealing with. Our AC went out on Saturday, in TX in the middle of summer. Everything seemed fine, put in the claim and were told they would get us some ASAP. Get an email saying that it would be 48 hours, to find us a tech to come out, never told us 48 hours on the phone.
Finally on Monday, tech comes out (horrible rating and guy was 1 hour and 40 minutes late). Says he'll send the paperwork to Warranty company. Next day, we call Select to make sure they have everything, get an email saying it would take 24-48 hours to review.
On Tuesday, apparently one of our breakers in our main panel went bad. We called Select, we had NO POWER! They said they would make it urgent and get us someone today. Never got the claim email, called back and we were told it went to a specialist since they made a mistake and it would be good to go by end of day. All because they missed clicking some box. Explained what happened again. Told them to cancel that one and setup another one. We were told it would be about an hour to two hours but they would get someone. 4 hours later, nothing. Called and then they finally offered for us to hire someone, and they would reimburse, but they had to authorize it, we told them the time frame, and said the letter they sent says we need to call by a certain time but the appointment is after that time. We were told that was fine, that someone would be there to authorize it. Call, oh, no one was there to authorize. So we risk eating the cost of this but take the risk since we need power.
Wednesday, call and find out that the Tech that had seen to our AC (the guy they sent that was 1 hour and 40 minutes late), only send photos, never sent the rest of the paperwork, or so Select says since the AC company told us that he can’t move on to his next job without sending the paper work. The tech is contacted and paperwork is sent, but the 24-48 hour timer is RESET!
When we were coming to the last few minutes of the 48 hours window (the last one), we called to ask what was going on. We are told they need to find out pricing for a compressor which was the delay. Then after getting off the phone, we get an email asking for maintenance records and pictures. We had JUST got off the phone with them and no one had mentioned this. Call again, we explain we’ve only lived here 1 year and just signed a contract with them last month, we didn’t know we needed maintenance records, no one mentioned it. Find out they need 3 years worth of records, even those from the previous owners, who we never even met and have no way to contact. While on the phone though my husband goes and takes the pictures needed and sends them. Again, 24-48 hours window is restarted.
My husband is told to call back and they may be able to give us an answer in a bit. Call again, had a VERY rude rep that told us we just have to wait. Asked for a manager, get told there is no manager there, not no manager available, but none there. Both my husband and I have worked in call centers, there is almost always a manager. After a while, my husband hangs up and calls again. Asks for a manager and within 5 minutes, has one. Explains that this is not the first time being lied to.
Still no answer, and the authorization department has closed for the day. We are told they would be there on SATURDAY, they could APPROVE IT SATURDAY! So we call on Saturday, they can’t because it takes a supervisor to approve since it’s AC and there isn’t one available for approvals. We get asked to give them until Monday.
Monday they turned around and sent us an email saying they would only send us up to 150 for reimbursement, we’ve lost out on the 75 we paid to have someone come and look at it. Why are they only doing only 150? Because we don’t have 3 years worth of maintenance records. Because we're never told we needed to have these records when signing up, we were never told we had set windows to determine how much is covered here and there. And we had a manager say, that’s how ALL insurance companies do it.
My husband and I work/worked insurance, no it isn’t. You sign up for coverage, that's your coverage. And this isn’t an insurance company, IT’S A WARRANTY COMPANY!!!!!!!!!!! Insurance company you don’t have to show, well I had it cleaned here and there, and the previous owners did this. This company will never call you back, never live up to their word and will without a doubt try and screw you over. We went OVER A WEEK IN TEXAS HEAT WITHOUT AC BECAUSE THIS COMPANY IS A SCAM. They could have told us on day 1, we can’t/won’t over the full repair, and I could have gotten it fixed a week ago, no instead Rep, supervisors, and managers, they draw it out over a week with lies about calling back and saying they will get it approved, and there are no manager here.