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

  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:06/03/2025

  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.

  6/3/2025 - I filed a claim on 5/22/2025 where our HVAC is not cooling. The company could not provide a HVAC technician and I was told on 5/27/2025 to get our own technician. The technician came on 6/3/2025 and diagnosed the unit with the compressor not working. The technician reported to the authorization department denied the claim saying it does not cover leaks. The root problem is the compressor. If the leak were to be fixed, then the compressor would still be the problem and would cause more problems. The customer service folk told me they would cover it and transferred me back to the authorization group still denied it. When I bought the policy, I was sold a bill of goods that Select Home Warranty is not standing behind. To rectify this, I expect Select Home Warranty to have the unit (inside and out), replaced.

  Business Response

  Date: 06/11/2025

  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 that there was a freon leak which caused the compressor to fail. The consumer was explained that freon related issues are not covered per their warranty terms and conditions.

• Initial Complaint

  Date:06/03/2025

  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 a 3 1/2 year Home Warranty policy with Select Home Warranty. As a Realtor, I have ensured all of my clients have a home warranty, but never used this company and NEVER would again! They have yet to pay me for anything. They sent someone out to look at my oven, then they refused to pay the guy what he said it needed to have done to function properly, and refused to replace it either. I waitef and waited and their guy refused to do the work and wouldn't even return my calls. After about a year of trying to get this resolved, my obven caught fire and could ha ve burnt down the house. I called them again and they tried to get me to pay the same guy again to come out to look at it again, but he would not call me. So I called them repeatedly trying to get this resolved, as we had no oven. Finally, I called again and was told that I can have my own person do the work. I had the work taken care of and submitted the repair bill, along with their form, as requested. I had to resend them two or three times. After waiting and still hearing nothing, I called again and was told it was in the works and would come. Another month passes and I call them again and this time they tell me that I didn't do it the way I was supposed so they aren't going to reimburse me. The last time was for a refrigerator repair. They refused to replace it and it couldn't be fixed, so I had to pay for a new one then, as well. With my other Home Warranty company I was well cared for if ever anything went wrong. That is the purpose of a Home Warranty. Reading all reviews shows me that this is what they do every single time to every single "customer" aka victim of their policies. They are absolute scammers, crooks, liars, taking your money and serving you in no way at all! Stay clear. I want all of my money back as well as what I paid for the repairs, let alone the refrigerator I had to pay for.

  Business Response

  Date: 06/11/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their claim determinations. The claims manager reviewed the consumers account. The consumer was informed that they have been assigned to their account to assist them. The consumer was informed that they will assist them in the reimbursement process.

• Initial Complaint

  Date:06/02/2025

  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.

  Been paying $45.00/mo for SELECT HOME WARRANTY. ON 5/29 called. Due to toilet overflowing.Was told an email would be sent to plumbing *** Within *****hrs! I said this was an emergency but didnt seento matter! That was their policy. On the 5/31 emailed a. ********************* NAME TO CONTACT. CALLED AND A MAN ANSWERED SAID HECWOULD GET BACK TO ME THAT DAY. Never didcalled again next day once again said hecwould call me in a few minutes! Never did. Called again reached a woman who told me they didnt do plumbing they were hvac!, called Select warranty and once again said another company would e,mail me in ***** hrs!, it had been. Three days now already!, I took care of my toilet on my own!, my expenses . Went to cancel my policy due to their unprofessional and incorrect or lack of service. They said if I decided to cancel because (I could not trust this company to cover me in any other situation ). They were charging me $75.00 cancellation fee! I ******* a supervisor to have this waived and she made a lame offer the next claim I would put I I vevbeen paying this company $45/months plus because of their unprofessional and incorrect and late way of handling my overfltoilet p,us th3n laying on my own to resolve my toilet problemthey did not fulfill their obligation to me the customer yet want me to pay them for cancellation! P,ease help me with this ! If I waited for their procedure again it would have been almost a week with a overflow toilet!,

  Business Response

  Date: 06/10/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset stating that the technician assigned didnt do plumbing and they ended up securing their own technician. The consumer was offered to submit the diagnosis for review on reimbursement. The consumer did not accept and requested termination of service. The consumer was informed that their agreement will be terminated as requested.

  Customer Answer

  Date: 06/10/2025

  [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:06/02/2025

  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.

  Purchased a 4 or 5 year warranty on all home appliances about a year ago. The warranty states that Select Home Warranty (SHW) will repair the appliance or if it can't be repaired they will replace it. The dishwasher was covered. ************ sent out their authorized repair company. Said company advised me and *** that the dishwasher could not be fixed because the parts were no longer available. I have tried to contact them by both email and phone but they will not respond since originally telling me that they had to wait to get the report from their authorized representative which they received about a week or more ago.

  Business Response

  Date: 06/10/2025

  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 consumers claim was approved for their full policy allowance of $500 per section 10.1.

• Initial Complaint

  Date:05/31/2025

  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.

  Two bathrooms not working. Called warranty company wed, 28 may. Plumber assigned to arrive fri, 30 may between 1-3. He never showed. I called him at 3:53pm and he was clearly in an emergency and said he would call me in 45min. He didnt. I understand higher priority emergencies, but just need to know if he could help me or not. At 5:24 pm I called him back, he texted me and ask me to text him. I did, and hear nothing back. I called warranty company back at 6:10 pm and they said he would be out exercise patience which I did until 1100 pm. Sat am, we reached out to him, no response. At 1100 am I called back to the warranty company and explained what happened.i was told my case could be expedited for reassignment as well as service time. I did receive a new plumbing company with service on 4 June. I called back and ask for a supervisor who told me I can seek my own service. However they will only approve the work Monday through Friday. So I am stuck with family of 4 including a 94 confused Mom with no resolution until Wed, 4 June. This is not acceptable when we were not at fault for plumbing assignment.

  Business Response

  Date: 06/10/2025

  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 consumer stated that the technician came out and completed repairs. The consumer was informed that if any additional assistance is needed to contact them directly.

• Initial Complaint

  Date:05/30/2025

  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.

  I had services with Select Home Warranty for less than ***************************************************** December of 2024 and once diagnosed, we were told it was not repairable. *** then offered a depreciated value to replace the dryer, in accordance to the contract. I was told several times that the check would be on the way once I approved, in which I did as soon as I received the agreement, January time frame. I called a few weeks ago, and was told the check was mailed out April 28, 2025 please give it 30 days. Please note I was told the same thing several times as I called about every month or 2. As of today May 30, 2025, no check was received. I called back in and was told no check was mailed and because you canceled the policy, the check was halted. I held off on canceling the policy until it reached 12 months per their recommendation to avoid this becoming an issue. Now they are telling me they received my agreement after the policy was cancelled. Im sorry, this just makes no sense. I am only seeking the check amount that was told I would be receiving which I believe it was $173 or $175. I am perfectly fine with the $150. However, this company has made it very difficult and I simply just dont understand the disconnect. I waited several months before sending this complaint as they couldnt assist.

  Business Response

  Date: 06/06/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset stating that they still did not receive their check. The claims manager reviewed the consumers account. The consumer was informed that their check has been mailed out on 6/4/25 and they should be receiving it shortly.

  Customer Answer

  Date: 06/06/2025

  [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:05/30/2025

  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.

  Warranty company fridge that needed repair not freezing. Sent some out twice. Last time put Freon in and they said not covered. Ok paid. Three months again same thing happen not freezing, I call repair person came out put Freon in. I paid. Now again, so I called told this happen again three time so it is something wrong why not holding Freon. So they not sending some one out. So now I want to cancel policy and I have to buy refrigerator. They only giving me 175 on new one after I put had new one. I want this to replace it. In the mean time all good a second gone bad. I want that replaced also. I will be writing a bad review on better business website and on all site if not resolved

  Business Response

  Date: 06/06/2025

  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 diagnosis revealed that their unit has a freon leak which is not covered per their warranty terms and conditions. The consumer requested termination of service. The consumer was informed that their agreement will be terminated as requested.

• Initial Complaint

  Date:05/29/2025

  Type:Order 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 dont usually leave reviews, as I understand how damaging they can be to a business and prefer to resolve issues directly. However, after my experience with this company, I feel it's necessary to warn others.I signed up in September 2024, switching from a previous home warranty provider. From the start, the company felt questionable. As soon as I clicked for more information, I was bombarded with nonstop calls. Their sales **** pressured me to sign up immediately, claiming the offer was only good for that day. They pushed for full annual payment without offering clear monthly pricing or giving me time to review the full contract and terms.When I tried to use the service, my claim was denied, with the excuse that it wasnt covered. I was then encouraged to upgrade to a more expensive plan for $200. This bait-and-switch tactic felt misleading, and I decided to cancel.That's when the real issues began. I was met with stalling, pressure to stay, and unclear instructions. Eventually, I agreed to the cancellation fee just to move on. I believed my account had been canceled, but noticed charges continuing to hit my account. When I called, I was told the policy had never been canceled and that I could cancel nowbut would still be responsible for the cancellation fee and wouldnt be refunded for the months I thought I was no longer covered.Customer service refused to escalate my concerns or offer meaningful support. I was left with a too bad, so sad attitude, which confirmed how poorly they treat customers. Their practices feel intentionally deceptive, especially around cancellation.After reading similar complaints, its clear Im not alone. I strongly believe this company should be investigated by the BBB for its unethical behavior and misleading business practices.

  Business Response

  Date: 06/06/2025

  The consumer filed a complaint through the BBB due to issues with their warranty service. The consumer has proceeded to dispute their May and April installments with their bank and have been refunded back to their credit card on 5/29/25. The consumer no longer has a valid warranty agreement with Select.

  Customer Answer

  Date: 06/06/2025

  [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 but still stand by my frustrations with everything else.  I don't think someone needs to go through this to receive resolution.
  
  Regards,
  
  **** *********

• Initial Complaint

  Date:05/28/2025

  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.

  Select Home warranty is nothing but trash theyve taken $1200 for me in over 2 1/2 years refuse to disconnect my contract without charging me $75. I never approved auto renewal with them. They refuse to waive the $75 fee when theyve taken $1200 and Ive never had one or when I called to cancel a few months ago. They refused to cancel. They also cant provide service in my area. Theyre very false company.

  Business Response

  Date: 06/05/2025

  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:05/27/2025

  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.

  Select Homeowner Warranty Claim No payment yet for all my claims filed since 03/07/25 Claim #: ******** ceiling fan claim filed on 03/07/25 Claim # ******** Dishwasher claim filed on 03/07/25 Claim #: ******** stove claim filed on 04/15/25 check did not arrive yet to my mailing address Company has a lot of excuses and same old script Can you please help me get my claims resolved ************ is a scam, fraudulent and needs to be shut down. I am filing a class lawsuit and report to federal and state authorities

  Business Response

  Date: 06/05/2025

  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.