Complaints

This profile includes complaints for Select Home Warranty LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Select Home Warranty LLC has 6 locations, listed below.

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• 

  Select Home Warranty LLC

  1000 Wyckoff Ave Fl 3 Mahwah, NJ 07430-3164

• 

  XPD Warranty Group, Inc

  1999 Bryan St STE 900 Dallas, TX 75201-3140

• 

  Select Home Warranty

  1999 Bryan St STE 900 Dallas, TX 75201-3140

• 

  Polar Express

  704 Caribou Ridge Trl Pflugerville, TX 78660

• 

  Select Home Warranty LLC

  4870 Sadler Rd Ste 300 Glen Allen, VA 23060-6294

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel that is business is harassing me. They call me multiple times a day with different phone numbers. I block one number, and they call me from a different number trying to get to me to sign up for home warranty. I need them to stop calling all hours of the day. I called the customer service number and emailed them, but I get hung up on and no reply back from email. I need help with getting my phone number removed from their list. How can they have customer service that just hangs up on you when you ask them to stop calling and to remove my number.

  Business Response

  Date: 06/18/2025

  Per the consumers request they have been placed on the do not call list and will no longer be contacted to renew services. Please allow ***** hours for the changes to take effect. We apologize for any inconvenience.

  Customer Answer

  Date: 06/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have hired this company and their technician for plumbing services. I have a new home. Each time the same plumber from *********** come out, he says my grinder or plumbing system was improperly installed. The first time, he gave me a bill for ****** and I partially paid to have my septic grinder fix. The second time and currently he stated that my plumbing system was installed improperly in my new home. Now, I didn't build this house and I am not a plumber and who is this plumber that he can stop a leak and wanted to personally charge me ******. I told Select home warranty not to send me this con artist of a plumber to my home. The plumber was mad because they sent him out and I didn't have to pay a deductible and he told me that his availability was on his terms not mine. All of this chaos and this whole thing is a ponsie scheme.

  Business Response

  Date: 06/13/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their claim determination. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that the technician reported improper installation which is not  covered per section 9.1.2 of their warranty agreement. The consumer requested termination of service. The consumer was informed that their agreement will be terminated as requested.

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer with ********************** for year. I only had about two calls if that in the past three years or so. My most recent call was for a garbage disposal issue that turned out to be a switch that was turned off due to the disposal being ********** times change, customers move on. I decided to call in and end my contract with Select Home Warranty. Upon requesting cancellation I was haggled several times. To make matters worse, I was told I was going to be charged $75 to cancel.

  Business Response

  Date: 06/13/2025

  The consumer filed a complaint through the BBB due to issues with their warranty service. A claims manager attempted to reach out to the consumer to discuss their claim concerns to no avail. At the present time we request that the consumer contact ***** at extension 5100 or via email at ******************************** to discuss their claim concerns.
  

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is supposed to be a repair service contract/warranty. 2 months after getting the policy I had a claim for a dishwasher. I paid the $60 service call and they ordered the parts. 2 weeks after the parts came I had to call multiple times to get an appointment and was told they do not cover the labor. The contract says they cover 100% of everything but now they are saying they don't cover labor. They told me that the installation would cost $250 and they would cover $190. Finally, I agreed to pay $60 and they set an appointment. Come the appointment time no one showed up so I called them and the tech got on the call with and said it was $350 and the two of them would need me to pay $160 Also, no appointment was made with them. The Select representative said it was not $160 because the actual service charge would be $340.46. Like $10 less makes a difference. Finally I asked to cancel my account because they keep changing the rules, timing, what is covered, and what I have to pay. Each time it is different and it never matches with the actual contract.I have been on a call with the cancel person for an hour. I ask to cancel, he asks why, I explain why, and he makes me another offer, which is worse. Now he wants me to wait longer and pay only $100, which is more than the last time. No matter how many times I tell him he won't cancel.

  Business Response

  Date: 06/13/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with the claims process and the issues they were dealing with regarding the parts for the repair. The consumer requested termination of service. The claims manager reviewed the consumers account the consumer was informed that a return label will be sent so that the parts may be shipped back to us. The consumer was also infirmed that they will have their agreement terminated per section 13.2.

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased. 5 year warranty for a newly purchased home. We had 3 separate issues within the first few weeks, were charged $60 per visit from the contractors & all 3 were denied. The excuses given were that the items werent properly installed. Thats supposed to be the point of a home warranty to fix unknown problems. Besides, we didnt install this equipment as we literally just purchased the house. Now weve been fighting with them for weeks now to get a total refund since they wound cover even the smallest issue.

  Business Response

  Date: 06/13/2025

  
  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their claim determination. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The claims manager reviewed the consumers claims. The consumer was informed that their pool claim was denied as our agreement does not cover pre-existing issues. The consumer was also explained that their A/C system claim is denied per section 10.1 as there are no replacements approved within the first 30 days of service. The consumer requested termination of service. The consumer was informed that their agreement will be cancelled per section 13.2.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed two claims with this company to fix our dryer and our leaking roof. *********** was sent out, kept on the phone with the warranty company only to come back to me requesting pictures of the unit and serial number on behalf of the ********************** company. This was required by the warranty company before any work could be done. Why didn't they request that from me when the claim was submitted? So I had to pay the tech $65 for doing nothing. He indicated it was a wasted trip, he could have fixed the issue that day. He called me again today and said the warranty company confirmed they would pay for parts only $90, and I would owe him $200. Roof- warranty company calls every few days claiming they can't find anyone to do the work and tells me I can find someone to do the work, submit the receipts and they will reimburse me, that process takes about 6 weeks. If they can't find anyone, how am I supposed to? If they can't provide the labor, how can they stand behind their coverage? What if we need a new roof? That's thousands of dollars out of pocket.

  Business Response

  Date: 06/13/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that a technician was not yet dispatched for their roof claim. The claims manager reviewed the consumers account. The consumer was informed that their claim is approved for their full policy allowance of $400 per section 10.1.  The consumer was also informed that their dryer claim is approved for $290 towards the cost of replacement per section 8.3.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello! I have been a customer with ********************** for the past three years and half which they have been collecting my fees every single month. I filled a claim with them a week ago requesting a plumber to come to my house to fix my running toilet. They said that it would take 48 hours to get a technician to come to my house. I waited the 48 hours and nothing. I tried calling them back and they said they did not have any technician available. They said that they would expedite the claim to another department and still nothing. They told me to find my own plumber company to come to my house and diagnose the issue but they would only pay up to $100.I explained to them that most technician in my area charges $120 just to come to the house. I asked them to arrange the appointment with their own technician. After several calls, they sent me an email from 3 different companies that don't even provide any type of plumber service, have a website, or answer their calls. Some goes to a voice mail that you can't leave a message or you get a message saying that the number you are dialing is out of service. This company is scamming people. They just want your money! I demand that they cancel my policy and reimburse me for all the money I paid them for the last three years and half!

  Business Response

  Date: 06/13/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that a technician was still not dispatched for their claim. The claims manager reviewed the consumers account. The consumer was offered to secure their own technician and be approved for up to their policy allowance of $500 per section 10.1 if covered.

  Customer Answer

  Date: 06/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Select Home Warranty with a list of questions before I purchased their coverage. Two of the questions asked was if there was a cancellation fee and if they covered gas leaks. The employee I spoke with told me that if there is no gas currently running through the pipe then it is treated as a regular pipe and will be covered. In their policy they have a section that stipulates that they do not cover leaks that involve gas, so I mentioned that section to him and he reiterated with certainty that if there is no gas in the pipe then its just a regular pipe and not a gas leak (since theres no gas in the pipe). He also stipulated that there is no cancellation fee. About a month and a half into the coverage Ive now been told that they will not cover my issue regarding the leak despite me telling them the same thing he told me. So, I called *** and asked for a full refund due to the fact that I was sold the policy under false pretenses by their employee. Ive just gotten off the phone with Joy at SHW (extension 0420 from what she told me) and she informed me that I cannot get a full refund, only a pro-rated refund and that I can cancel the policy. However, if I cancel the policy they wont have any way to tell a manager to give me a callback about my request of getting a full refund instead of a pro-rated refund. The manager has called back and stated the same thing the Joy said.

  Business Response

  Date: 06/13/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their claim determination and requested a full refund. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that they are approved for a full refund.

  Customer Answer

  Date: 06/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ********** ****

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It started on February 27, 2025. I contact select home warranty about my double oven malfunctioning. Today is June 4, 2025. They still have not been able to send out a technician. claim they are all busy. They authorize me to find my own technician, but I hired them to take care of any problems that I have. Since that date on March 14, 2025 my whirlpool washing machine was causing a problem. They again authorized me to find a technician fix the problem. I was able to get the washing machine fixed. I then sent them the bill around May 5, 2025. They have not reimbursed me as of yet. So I have two separate issues that they keep giving me the runaround. I just want them to make good on their contract to fix any appliance that goes . Repair number for the washing machine is *********. Claim number for the double oven is ********

  Business Response

  Date: 06/12/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that technicians were not dispatched for their claims and requested a full refund. The claims manager reviewed the consumers account. The consumer was instructed to submit the invoice for the approved $155 reimbursement on their dryer claim. The consumer requested a technician dispatch for their stove claim as well. The consumer was informed that they will have dispatch work on a technician dispatch for them.

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased select home warranty in October. I filed a claim for my heat a few months later. The technician called and asked if I was available that day, I was not. He said he would come the following Monday. He never showed up. I let Select Home Warranty know. They gave me another technician. They called me. Every time I tried to call them back, it said the number was not in service. I was never able to get in touch with that technician. A few weeks ago I submitted another claim for the same unit. They matched me with a technician. I got an email/text to select appointment times that worked for me. All the times passed. I called the number on the email/text it was not a working number. I called select asking for a new technician. They said to stick with the technician and they tried to reach him but left a message. They gave me a new number to call, I called and also left a message. I never got a response. I called select again letting them know my complaints and asked for a resolution. They said to stick with the same technician and they called and left him another message. I did not hear back. I called select AGAIN and again they told me to stick with the same tech. They placed me on hold and said that they reached the tech (*****) and that he would come to my house the next day between 4:00 and 6:00 pm. I left work early to be home, and he never showed up. I have emailed select home warranty several times with my issues and I only get a response to call, every time I call I get no resolution.I've also submitted a claim for my stove, that person showed up, hardly looked at the stove and said "he already knew what was wrong with it" and said he'd write up the work order. Select sent an email this morning that this was due to lack of maintenance so it's not covered. I've asked to see the write up to verify this information.

  Business Response

  Date: 06/12/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with the delay in their claim. The claims manager reviewed the consumers account. The consumer was offered to secure their own technician. The consumer accepted.