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

• 

  Select Home Warranty

  1999 Bryan St STE 900 Dallas, TX 75201-3140

• 

  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 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:09/19/2022

  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 need your help regarding our last claim (#********) with Select Home Warranty. The ticket created on 5/21/2022 as we found some issues in pour Microwave oven. Their diagnostic team shared the details that some parts need to replaced, but we received email from SHW that "In lieu of replacing a system or appliance that is deemed irreparable or it is not cost effective to repair, said determination being made by Select, Select may choose to pay a cash settlement for the irreparable component of the system or appliance. Select is not responsible for installation". We took SHW service for peace of mind, but reality is opposite. They approved $95.00 only for our 'GE Built-in Microwave Oven with Exhaust'!!!. Even used item cost is way more than this amount. My husband asked them, where can we buy a 'GE Built-in Microwave Oven with Exhaust' for $95? On top of that I have to pay for the installation cost. Why SHW is not taking care of this appliance end to end as we have no deductible?After multiple emails, they just send this one liner email - "door and buttons are not covered in the policy you can take the 95 and use it towards any one you'd like". But, the issue is related to it's feature, not doors/buttons. My husband stopped dealing with them, but they treating us like beggars. Why this consolation amount? We paid premium to get thing resolved. It's more than money - it's about respect and right to get the service. Is there a solution available?

  Business Response

  Date: 09/23/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their $95 resolution on their claim. The claims manager reviewed the consumers account.The consumer was explained our terms and conditions. The consumer was explained that once they submit the accepted form back we may proceed with having their check processed.

  Customer Answer

  Date: 09/24/2022

  
  Complaint: 18043718
  
  We are rejecting this response because:

  Yes, SHW called us and they want to pay just $95 for our in-built microwave oven with exhaust fan. They started with example, like, your car insurance always calculate depreciation, it is similar like that. When we mentioned that car insurance take care of the End to End repairing based on the deductible, then they switch there statement like, it is not insurance, it is warranty. Exactly that is what we want to say. This company is not following the warranty rule, they are just taking our money, they are not fixing things or replacing. You can see the number of complaints logged. Our simple example is, if someone bought TV or computer with warranty, then the warranty company takes care of 100% of the product value, they never calculate depreciation.

  We asked them to give us the written explanation with clause# in the policy and calculation of depreciation value, but they are not doing that. We asked them to cover at least 70% of the item price, we will take care of 30% (say, depreciation) and the installation cost (~$160) on us, but they want to pay only $95 - don't want to share any logic. We bought warranty, so that any sudden expenses can be covered and where we suddenly get full amount now. It's like we are double paying - paid good amount for the warranty service and now we have to pay almost full price of the appliance including installation. Highly disappointed, such a bad decision to buy warranty from them. We need your attention and help people like us.
  
  
  Regards,
  
  Subhra Charit

  Business Response

  Date: 10/03/2022

  The consumer rejected our response disagreeing with their determination.
  
  GE *************** was dispatched to the consumers home for diagnosis. Diagnosis revealed that the unit was not heating. The consumers claim was approved for $95 towards the cost of replacement per section 8.3 of their warranty agreement. Our agreement covers basic builders grade units.
  
  8. Select's Option. Select shall have the sole and exclusive option to:
  
  iii. In lieu of replacing a system or appliance that is deemed irreparable or it is not cost effective to repair, said determination being made by Select,Select may choose to pay a cash settlement for the irreparable component of the system or appliance. Select is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component/appliance being replaced;
  
  The consumer also mentioned that they want the exhaust for the microwave replaced. Our agreement does not cover exhaust fans of any kind per section 6.3.4 of their warranty agreement.
  
  6.3.4. Electrical. This Agreement covers the following electrical system components: (i) wiring; (ii) service panels; (iii) sub-panels (iv) switches; (iv) breakers; (v) outlets; (vi) junction boxes; (vii) ground fault interrupters;
  This Agreement does not cover damage to the electrical system caused by flood, fire, water, rust. This Agreement does NOT cover the following list of modules, components and parts relating to the electrical system: (i) fixtures; (ii) inadequate wiring capacity; (iii)attic/exhaust fans; (iv) damage caused by a power surge; (v) damage caused by a power failure(vi)wire tracing;
  
  At the present time the consumers claim is approved for $95 towards the cost of replacement per section 8.3 of their warranty agreement. In order to proceed with the reimbursement process the consumer will need to submit a paid invoice of replacement. Once received we may proceed with the reimbursement process.

• Initial Complaint

  Date:09/18/2022

  Type:Sales and Advertising 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 bought home warranty from Select home warranty company. I opened a claim regarding my dishwasher water leaking problem but they refuse it based on their guess that the door seal is bad without even sending a technician despite I explained to them it's a water valve issue that is not closing properly. Water is even flowing into the dishwasher when it's not turned on so not sure how that's a door seal problem.

  Business Response

  Date: 09/23/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was denied without having a technician dispatched for the claim. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was explained that they reported a door issue which is not covered per section 9.1.2 of the agreement. The consumer stated that their dishwasher is not draining. The claims manager informed the consumer that they will have a technician sent out for diagnosis.

• Initial Complaint

  Date:09/16/2022

  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.

  "Select HomeWarranty" never sent a repairman nor attempted to help me correct any repair I requested for me d nor my daughter who I purchased a contract for. I was paying monthly for her and myself. When I called recently to cancel my contract with Select Home Warranty I was told that I had to paid $75.00 for each contract plus pay my monthly payments for this month to have my contract cancelled. I Checked with *********** and "Select" had deducted $150.00 for the two accounts and also had the two monthly payments deducted from my checking account after I tried to cancel my account.

  Business Response

  Date: 09/23/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the claims process on both of their policies. The consumer was also upset that they were charged cancellation fees for both policies. The claims manager reviewed the consumers account. The consumer was informed that as a show of good will they can refund the cancellation fees but note monthly premiums. The consumer accepted.

  Customer Answer

  Date: 09/23/2022

  [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:09/16/2022

  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.

  On August 10 2022 Select Home Warranty denied my claim for my AC unit because the service company said that the unit could use a cleaning and the motor needed replaced. I paid ****** for this warranty and they are refusing to replace the motor on the unit because the service company mentioned that it could use a cleaning. All I want is for the motor to be fixed. I never got a contract from them I also never got any information on what they cover. I then tried to cancel the warranty and they want to charge me ***** to cancel it. I was then told that ***** from corporate would be calling me and I have yet to hear from him.

  Business Response

  Date: 09/23/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their claim denial when the technician stated they can use maintenance but had it done last year.The claims manager reviewed the consumers account. The consumer was explained our terms and conditions as well as the importance of having maintenance done on their unit. The consumer was informed that the motor replacement is approved but they will need to contact the technician to coordinate the repairs.

• Initial Complaint

  Date:09/16/2022

  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 am complaining about the lack of service and response for a claim I submitted on 9/6/22 regarding my oven that was no longer working. I wanted someone to come see if a part needed to be replaced or the entire oven. The claim was submitted online through their website. I followed up with a call on 9/8/22 to customer service to see if there was someone assigned to my claim. The representative game me a name *************. When I called that number, there was no way to leave a voicemail and the individual did not sound like a business. It routed me to leave a text and I never got a call back. I called back to SHW customer service on 9/9/22 and they put me on hold, they said they called ****** and he will be calling me right back. I heard nothing. I called SHW on 9/11/22 and asked for a new contractor. I got a note from **** Services LLC and requested *********************** to come see my oven. Waiting 5 days for a response to only get a "cancelled request email", I called them on 9/16 and they said "they dont service my area and have told SHW that many times." I called back to SHW 9/16 and let them know I wanted to speak to a manager this time as it has been almost 10 days with no response from a reliable/available contractor. They said they will take a note and follow up. They have said that 3 times before. I wanted a list of contractors that work in this area and they said "I will leave a note on your account". I want a refund of my $450 Platinum Plan fee paid when I signed up on 11/2/21 as they do not meet the needs of their service agreement.

  Business Response

  Date: 09/23/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that its been a while and a technician has still not been dispatched for their claim. The claims manager reviewed the consumers account. The consumer was instructed to submit the make/model and serial number for review to see what they can do for them.

• Initial Complaint

  Date:09/15/2022

  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'm extremely dissatisfied with the service (or lack there of) with Select Home Warranty. On 8/30/22 I called Select Home Warranty to open a claim for an electrical issue and requested a technician. On 8/31, I received a text message with a link to request a preferred appointment time with a company called C-**** ********. I selected the earliest 3 time slots available to choose from. After waiting for the preferred selected appointment times, no technician arrived. On 9/6, I called the phone number provided for C-**** ******** and a very rude person said that he never confirmed an appointment and doesn't have any availability. I contacted Select again, and the agent said they would try contacting the contractor again after I explained that they were not available and I asked for a different contractor. The agent insisted on calling C-**** to verify. The Select agent then told me they would "escalate" this issue back to the Dispatch Team and it would take up to 48 hours to get a response. I've already been waiting a week for a technician to come and I feel this isn't "escalating" anything as this is the normal process after a new claim is submitted. On 9/8, I called Select again asking for an update on the status of my open claim. I was told the work order was accepted but they are waiting on the new contractor to contact me to schedule the appointment. On 9/9, I received another text to request preferred appointment times, this time with a new company called Mr. ********* so I selected the earliest available time slots. After waiting again for the appointment times that I selected from the options given and no technician arriving, I called Mr. ******** on 9/12 and was told they didn't receive any claim request on file from Select Home Warranty for my name or address. I called Select again and spoke with supervisor who "escalated" this back to the Dispatch Team. Today is 9/15 and after hours on phone calls and weeks of waiting I have no resolution or follow up!

  Business Response

  Date: 09/22/2022

  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 informed the claims manager that the technician is at their home. The consumer was informed that once a diagnosis is received we will review and advise on a claim determination.

• Initial Complaint

  Date:09/15/2022

  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.

  On 8.29.22, I filed a claim stating my refrigerator had quit cooling. I was told that a technician would be out on 9.15.22 to assess my refrigerator. I called stating that I needed something sooner because all the food would be spoiled in that length of time. I was told to wait until my set appointment. A few days later, after the food had spoiled, the freezer door broke off as I was trying to open it to remove the rotting food. Apparently, food had thawed and packaging had slid into the drawer glides. After I received an email from Select Home Warranty stating they needed to speak with me, I called in as they had requested. During that conversation I explained that the door had now broken off. I was again told that I would have to wait until my appointment on 9.15.22. After waiting two weeks, taking a day off from work to meet the technician and paying the $45 deductible, my claim was denied because "Section 9.1.2 of my policy states that doors are not covered." I called Select Home Warranty to try and reach an agreement but was told repeatedly that they denied my claim because doors were not covered. I explained the door (freezer drawer to be exact) was attached when the refrigerator stopped cooling and when the claim was filed. Again I was told the same reason for denial. I told the gentleman that I would reach out to the BBB for assistance. I shortly received an email asking me to call another phone number to speak with a "resolution specialist." After calling that number I received the same reason for denial with no acknowledgment from the company that their two week delay in having a technician assess the issue was a contributing factor in the door breaking leading to their denial of my claim. I would like to be reimbursed the value of the new refrigerator ($2099 pre-tax) that I had to purchase as a replacement or at the very least, a refund of the original home warranty purchase price of $1300. I haven't included the few hundred dollars worth of food spoiled.

  Business Response

  Date: 09/22/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was denied for door issues when they reported the unit was not working before. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that the technician reported that the door fell off and there is no door on the unit. The consumer claim as denied per section 9.1.2 of the agreement. The consumer was however informed that they can approve them for $77.10 for the fan motor as a courtesy but unfortunately nothing else is covered.

  Customer Answer

  Date: 10/01/2022

  [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 what I would expect from a business such as this one. I will gladly exercise my right to never do business with them again. I would suggest to anyone looking for a home warranty company to first call their telephone number for claims (as opposed to sales) and see how long their average hold time is (for me, about 20 minutes) as well as whether or not the agent on their other end can be clearly understood through their heavy accent.

   

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

• Initial Complaint

  Date:09/15/2022

  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 am a previous customer of ********************** - it is the worst money I have ever spent as it was expensive and they would deny any claims I had but that is not why I am filing a complaint. I get anywhere between **** calls per day trying to get me to renew my service. I have asked each time they stop calling and they either hang up or they say they will remove me from the list. It continues - for weeks and weeks this has been going on. I just called and spoke with someone and asked for her supervisor and she put me on hold for over 30 minutes. I would like a formal complaint filed for this company and wonder any suggestions for getting off the list if it shows up caller unknown every time they call.

  Business Response

  Date: 09/22/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset stating that they keep getting calls to renew and gets hung up on. The consumer requested that they do not want to be contacted anymore and does not want to renew. The consumer was informed that they will be placed in do not call and will be marked for non renewal. The consumer was informed that they should no longer be receiving calls.

• Initial Complaint

  Date:09/15/2022

  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.

  10/21: Purchased home warranty for Condo we purchased 6/21. We were told by sales rep that all appliances would be covered. He was aware we owned the home less than a year. He did not disclose 3 years of maintenance records are required for heating/** unit. We would not have purchased this policy because we don't have maintenance records from the previous owner. 8/17/22 we reported the ** unit was not working. It was 113 at the time. An ** tech was sent out and declared the unit needs to be replaced. I submitted a claim and the inspection report we had done when the condo was purchased. No other maintenance has been done by us except filter replacements.They denied our claim citing the missing 3 years service records even though they were informed we've only owned the house 1 year. Now we're saddled for the entire replacement cost (approx $8-10,000) with a pathetic $150 reimbursement. I'm claiming deceitful practice by this company.

  Business Response

  Date: 09/22/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their $150 determination for not having records when they purchased the home a year ago.The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that per section 9.1.2 of the agreement it states that without three years maintenance records the maximum allownace is $150. The consumer stated that they do not have three years of records.

• Initial Complaint

  Date:09/15/2022

  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 filed a claim with my home warranty company Select Home Warranty. I fully paid the deductible immediately. Within 2 days a vendor called me and came to see my air conditioner and recommended that it be replaced. Since then I have had no contact from the home warranty company, and I have made several calls where they said my claim is "processing". Then, today I received an email saying they are CLOSING my claim because they have not heard from me, despite the fact that I have called them DAILY to follow-up on the claim and they just told me to wait. At this point I would like for them to reimburse the cost of replacing the air conditioner and then I will find a vendor on my own.

  Business Response

  Date: 09/22/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their claim determination when it cost them over $3k to have the system replaced. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that they need a new compressor so their claim was approved for a new compressor. The consumer was informed that they are approved for $650 for the compressor. The consumer also informed the claims manager that they are having issues with their dishwasher and they will open a claim later. The consumer asked if ice maker coverage is included. The consumer was informed that we offer ice maker coverage for an additional option coverage and was informed that they will need to purchase that coverage if they want that added to their agreement. The consumer stated that they do not want to add the coverage at this time.