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 5 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

• 

  Polar Express

  704 Caribou Ridge Trl Pflugerville, TX 78660

• 

  Select Home Warranty Of CA, Inc.

  222 W 6th St #400 San Pedro, CA 90731

• 

  Select Home Warranty

  1999 Bryan St Ste 900 Dallas, TX 75201

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:09/15/2023

  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.

  Policy # ********* Property Address ********************************************************************************************* Filed a claim on air conditioner leaking originally on 07/22/23 Technician assigned by Select Home Warranty came out and "I "had to pay the tech to "FIX " the unit on or around 7/26/2023 $405.00 Still waiting on reimbursement of $340.00.Leak reappeared on Sept 4th 2023 called and opened claim that day. Technician (Above Par Air) came out on Sept 07 2023. sent a diagnosis to Select home warranty on Sept 12 stating that there was a crack in the drain pan of the air conditioner. Select home warranty was called and the verified the receipt of the diagnosis while having the technician on the phone. selects representative (***) said I would receive a call back in 1 to 2 days all the while the temperature was avg around 114 degrees in Pheonix Ariz. for the two weeks that air conditioner is not working.Called back to follow up on claim 48 hours after the promise by Select home warranty failed to communicate by the date that they set. Talked to representative ***** on the 09/11/2023 and **** on the 09/12/2023 both of which promised to escalate to a supervisor and get back to me in an email or phone call within 1 to 2 business days. that did not happen so I called back again for the fourth time on 09/15/2023. the representative originally said they had no claim number for the air conditioner until I told her the specifics of who and when I talked to previously and that I wanted to talk to a supervisor. Miraculously she found it but could not give me an update but she would escalate it to her supervisor. She put me on hold and then said the supervisor was on another call and he would call me back in 2 to 3 hours. After waiting 6 hours, no communication.I feel this is a scam business and that they have not nor do they intend to provide the service that they agreed to upon my payment of the service.

  Business Response

  Date: 09/22/2023

  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 and there is still no resolution. The claims manager reviewed the consumers account. The consumer was informed that $340 was approved. The consumer was informed that since they paid the technician they were reimbursement. The consumer state that they had additional issues. The consumer was informed that a cracked drain pans and clogged lines are not covered per their warranty terms and conditions.

• Initial Complaint

  Date:09/15/2023

  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.

  
  Complaint: 20610451
  
  I am rejecting this response because:

  I received a call from ***** at Select Home Warranty  he agreed that they were wrong on the date and agreed to paid for the repairs  I completed the repairs myself and he said to send in the receipts and he will reimburse me  I emailed them to him and asked for a confirmation that he did receive them  I have not heard everything from him  I have emailed 4 times and called his office and left a message  I am not sure what the issue is now because he will not contact me  please reach out and find out what the issue is now and let me know  

  
  
  
  
  Regards,
  
  ***************************

  her and a paid in full warranty. We want this rectified immediately. We do not wish to do business with unethical companies and want our years payment refunded immediately so we may choose a reputable warranty company for future concerns. I guess we are on our own to get our washer fixed at this point.

  Business Response

  Date: 09/22/2023

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that the sales rep informed them 12 days and their agreement states 14 days. The claims manager reviewed the consumers account. The consumer was informed that they will go ahead and make the adjustment on the account.

  Business Response

  Date: 10/13/2023

  The consumer rejected our response stating that the submitted everything.
  
  According to our records no documents have been received by the consumer. A claims manager has attempted to reach out to the consumer to request that they submit the documents for review. We request that the consumer contact ******************************** with the document submission for review. Once received we may review and advise accordingly.

• Initial Complaint

  Date:09/15/2023

  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.

  
  Complaint: 20608876
  
  I am rejecting this response because: this company has not tried to reach me in over a week. Any communication has come from me they have only initiated contact with me when you the BBB informed them that a complaint had been made.  They are not interested in fixing my air conditioner or holding up their end of their responsibility.  I would like them contacted directly to see if they have any Intentions of doing what they are supposed to do or are they breaking our contract in this case they can give me my money back and I will never deal with this company ever again. Please advise me on my next step. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 09/21/2023

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that the technician still did not get the approval for their claim. The claims manager reviewed the consumers account. The consumer was informed that the approval was already sent. The consumer stated that they said its only for 1 part. The consumer was informed that the capacitor was the only part approved as the motor is working and does not need replacing.

  Customer Answer

  Date: 10/16/2023

  
  Complaint: 20608876
  
  I am rejecting this response because:
  
  First of all I was never asked to provide records!  I was told they were requesting records but never asked me to provide this information! Secondly no one has even bothered to inform me that this was their answer.  I find it hilarious that this so called company has my contact information to call or email me to renew my warranty insurance but doesnt have the professionalism or courtesy to inform me of the decision made.  My children have suffered these last months of summer and will no doubt suffer the winter as well!  So then if I was approved for the initial claim then lets get on with it.  At the very least they can at least fix what was approved while I will have to pay for the rest!  Tell them to have the technician call me to schedule. 
  
  Regards,
  
  *************************

  Business Response

  Date: 10/09/2023

  The consumer rejected our response.
  
  ***************** Services was dispatched to the consumers home for diagnosis. Diagnosis revealed that the condenser fan motor has shorted and its windings are causing the motor to fail. It has been requested that the consumer submit three years maintenance records for review per section 9.1.2 of their warranty agreement.
  
  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation,previous repair, damage caused by any construction activity, improper wiring,inadequate or lack of capacity, power failures, power surges, overloads,missing parts, failure to properly maintain, failure to properly clean,neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example, heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles,doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches, timers, leveling equipment, clogged drains or lines,cosmetic issues, gaskets, leak searches, lights, noise, refrigerants, valves,dispensers, installation, electrical failures, upgrades.
  
  At the present time the consumers claim is approved for $150 per section 9.1.2 of their warranty agreements pending receipt of the requested three years maintenance records. We recommend that the consumer submit the records (if available) to ********************************* as well as ******************************** for review. Once received we may review and advise if there is a change in their claim determination.

  Business Response

  Date: 10/25/2023

  The consumer rejected our response stating that they were never asked to provide records.
  
  ***************** Services was dispatched to the consumers home for diagnosis. Diagnosis revealed that the condenser fan motor has shorted and its windings are causing the motor to fail. It has been requested that the consumer submit three years maintenance records for review per section 9.1.2 of their warranty agreement. The request for three years maintenance records was submitted on 9/15/23.
  
  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity,improper wiring, inadequate or lack of capacity, power failures, power surges,overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example, heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles,doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches, timers, leveling equipment, clogged drains or lines,cosmetic issues, gaskets, leak searches, lights, noise, refrigerants, valves,dispensers, installation, electrical failures, upgrades.
  
  At the present time the consumers claim is approved for $150 per section 9.1.2 of their warranty agreements pending receipt of the requested three years maintenance records. We recommend that the consumer submit the records (if available) to ********************************* as well as ******************************** for review. Once received we may review and advise if there is a change in their claim determination.
  
  To date the consumer has not supplied us with the requested three years maintenance records.
  
  We have followed the terms of the agreement and provided the consumer with a determination in accordance to those terms. They have been serviced accordingly.

• Initial Complaint

  Date:09/14/2023

  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 guarantees repair or replacement of appliances. In my case its the A/C unit. The unit is old ( confirmed by salesperson that doesnt matter) I followed their instructions on filing a claim they sent out a technician who said the Freon is no longer available. The repair would need to be a new compressor and a new condenser changing the unit over to 410. Thats the way the unit could be repaired and fixed. The company is trying to get out of responsibility by telling me its the Freon, there is no Freon available therefore Select Home Warranty in order to repair needs to make the transition to a 410 AC unit that has available Freon.

  Business Response

  Date: 09/21/2023

  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 once the system leaks their claim cannot be covered. In addition, the consumer was informed that they needed a replacement which is not covered per section **** of their warranty agreement within the first 30 days of service. The consumer requested termination of service on both of their policies. The consumer was informed that their warranty agreements will be cancelled per section ****.

• Initial Complaint

  Date:09/14/2023

  Type:Order 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 home warranty. When there is an issue, SHW is supposed to send a technician and charge me $65.The first claim was a non functioning HVAC. After 3 days and multiple calls, they said they couldn't find a technician. This was during a heat wave. They said I had to find my own technician. I was able to on this occasion.The second claim is a broken toilet. It does not flush. I filed the claim on 9/5. They have not found a plumber. I have called 3-4 times and they said I had to find my own plumber. I asked for some numbers of the plumbers in their network. I called and the first one said that they absolutely do not work with SHW (this is ********** Refrigeration ************). I still have not found a plumber. I can't convince any plumber to come, send an estimate to SHW, and work with them. I am also new to ********** and I don't know plumbers.I would like SHW to find a technician. I purchased the warranty thinking they had a network of technicians. They have been unable to assign a plumber and an HVAC technician. These seem like basic services. Also I have been unable to reach anyone in management level at SHW for help. The representatives state over and over "I am in the best position to help you."

  Business Response

  Date: 09/21/2023

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset it the delay in their claim. The consumer stated that no technician was dispatched for any of them.The claims manager reviewed the consumers account. The consumer was offered to secure their won technician and be approved for up to their $500 allowance per section ****. The consumer accepted.

• Initial Complaint

  Date:09/14/2023

  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.

  Paid $1750 for multi year coverage. Submitted a claim for $68.27 for toilet issue covered ** contract. For 2 months, company refused to reimburse me. Final result: No reimbursememt!

  Business Response

  Date: 09/21/2023

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that a technician was not dispatched for their claim and they have yet to be reimbursed. The claims manager reviewed the consumers account. The consumer was informed that they will be reimbursed what they paid. The consumer accepted.