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:09/15/2022

  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.

  On Aug 11, 2022 I filed a claim for my stove. They scheduled for inspection on the 12th, and they got the report on the 16th. The resolution team asked for the picture and serial number, so I turned it in. At this point, we had no stove for a week. It was first week of my son's school week, and I had to give him cold food for a week! Finally, parts came end of August, and I called to ask for the technician to come in. But for some reason, at technician's end, there was no email or notice about approval information from warranty. I called warranty to send them the information, but that still has not been clarified. It is September 15, still no stove. Please resolve this asap. I have talked to warranty team about 20 times and even got upto managerial level, but no help.

  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 its been a while and they still do not have a working stove. The claims manager informed the consumer that they have been assigned to their account to assist them. The consumer was informed that the approval has already been sent to the technician. The consumer was informed that the approval has been re-sent to the technician and to contact them to schedule an appointment for the completion of repairs.

• 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 have 3 ACs in ************ main and two smaller ones. A smaller one broke so I filed a claim, select home warranty stated it was a freon issue and not the main AC so they won't cover it. They are correct, it says only main AC in my contract. Recently, I'm having issues with my main AC (motor). I filed a claim and they said they are considering the other unit my main since I filed a previous claim (even though they didn't fix it for that reason) and won't accept it. 3 days on the phone and when I ask for a manager I'm told "they can't help you".

  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 when it should be covered. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that they have a freon leak which is not covered per section 6.3.6.The consumer stated that they have three units and the main one isnt working.The consumer was informed that they reported their issue on this unit which the technician was dispatched for. The consumer was informed that they do not have additional coverage for any additional units and their main unit cannot be covered as the other unit was filed first. The consumer requested termination of service.

• 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 have been trying to cancel my home insurance policy for over a month now, every time I call they put me on hold "to get their supervisor to be able to cancel my policy" I have been on hold forever and NO ONE EVER comes to the phone. If you call for any other reason you get service immediately but they are making it impossible for me to cancel and they do not have it available to do online.

  Business Response

  Date: 09/21/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that both of their claims were denied and they attempted to terminate services multiple times and no one was able to assist them. The consumer stated that they were finally able to terminate services yesterday. The consumer was offered to maintain services and be provided with assistance. The consumer did not accept and wanted to terminate services.

• 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.

  In July of 2022 I paid SHW almost $2,000 for a multi year contract. The sales person made numerous claims that turned out to be false including that if an item was unable to be repaired it would be replaced with both parts and labor covered by SHW. This is not true. They only pay the depreciated value of the item. When SHW failed to live up to the salespersons word, I cancelled the contract they only partially refunded the original payment. When a salesperson commits fraud, the customer should be fully refunded.

  Business Response

  Date: 09/21/2022

  A claims manager reached out to the consumer regarding the complaint field through the BBB. The consumer was offered assistance on their claim. As a show of good will they were offered $500 towards their water heater claim. The consumer did not accept stating that they had to pay $1850 to replace it. The consumer requested termination of service. The consumer was informed that their warranty agreement will be cancelled per section ****.

• 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 purchased a home warranty protection plan for 1 year that included air conditioning on 2-08-22. I had never used the plan however I began having problems with my air conditioner and used the plan to have a company try to fix my home air conditioning. On 9-07-22, ******* Air Conditioning and Heating came out and inspected the system and tried to get it working. After a complete inspection they informed me that I would need a new Condenser. ******* Air submitted the claim on my behalf. The very same day, I received an email (attached) stating that my warranty did not cover electrical grounding. The reasons they stated are absolutely ridiculous and do not make sense. I phoned the Select Home Warranty on 9-08-22 and spoke to ********* ID#********. She told me she could not help me. I asked to speak to a supervisor and she said there was no supervisor available. ********* said she would forward my case to ******* who is a claims supervisor. She said ******* would call me. As of today 9-14-22, nobody has contacted me. My air conditioning system is not working and we have been hit with a heat wave.

  Business Response

  Date: 09/21/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their claim denied. The claims manager reviewed the consumers account. The consumer was informed that the technician reported the unit failed because of an electrical failure as well as a manufacturer defect both of which are not covered per their terms and conditions. The consumer did not accept their claim determination.

  Customer Answer

  Date: 10/04/2022

  
  Complaint: 18028823
  
  I am rejecting this response because the claims manager that contacted me does not understand the company contract agreement pertaining to Air Conditioning coverage.  The diagnosis from ******* Air specifically states, "Condenser is short circuiting and no longer powers on.  Compressor, Fan and electrical lines are all damaged due to electrical issues within the condenser.  This is a manufacturer defect and the system is no longer covered under manufacturer warranty.  Unit must be replaced along with evaporator coil since the current system runs on R22 refrigerant.  New R410A replacement coil is necessary along with a new R410A condenser."  Section 6.1.2 of the Select Home Warranty Contract states, "Manufacturer's Warranty.  All systems and appliances covered under either the manufacturer's, distributor's, or any other express or implied warranty will not be covered under this agreement."  My air conditioning system is not covered under any other company warranty.  *********** no longer exists.  The claims manager also fails to realize that Mechanical equipment has electrical components inside.  The electrical issue is considered a mechanical breakdown and is still part of the condenser, not something that an electrician would be able to resolve.  The entire condenser needs to be replaced.  Based on Section 9.1.2, the agreement covers mechanical breakdowns.  It appears that the claims manager is is trying to find every outlet to deny having to pay anything for the repairs.  
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/13/2022

  The consumer rejected our response disagreeing with their determination.
  
  Capella AC and Heating was dispatched to the consumers home for diagnosis. Diagnosis revealed that the condenser is short circuiting and no longer powers on. Compressor, fan and electrical lines are all damaged due to electrical issues within the condenser. This is a manufacturer defect and not covered under manufacturer warranty. Unit needs to be replaced.  The consumers claim was denied per section 9.1.2 and 9.1.5 of their warranty agreement as electrical failures and manufactures defects are not covered per their warranty terms and conditions.
  
  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
  
  9.1.5. Manufacturer's Defect. This Agreement does not cover any system or appliance that has malfunctioned as a result of the manufacturer's defect, recall and/or defective materials or parts.
  
  At the present time the consumers claim remains denied per section 9.1.2 and 9.1.5 of their warranty agreement as electrical failures and manufacturers defect are not covered per their warranty terms and conditions. The consumer at this time is not eligible for any approvals or reimbursements at this time.

  Customer Answer

  Date: 11/02/2022

  
  Complaint: 18028823
  
  I am rejecting this response because I have hired another company to evaluate the air conditioning unit and they are preparing a summary.
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/14/2022

  Type:Product 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.

  9/13/22 company finally cancelled policy after they kept charging account after told in July to cancel. The person and the supervisor both on phone said policy cancelled up to date and I would get $84 refund on about 4 weeks. I get email canceled but then get charged $75 again from account. Called they would not deal with me at all. I asked for cancellation **** and told no cant talk to them. I was not told anything about the $75 charge at all on 9/13/22. So they kept doing this for 3 months and never cancelled as asked. If owed $75 why refund $84. Please help

  Business Response

  Date: 09/21/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the claims process. The consumer stated that they cancelled in June/July time. The claims manager reviewed the consumers account. The consumer was informed that they will be refunded for August and September.

• Initial Complaint

  Date:09/14/2022

  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 just moved into a new house and decided we needed a home warranty. We decided to use select home warranty since it provided coverage for our ac and heating at a reasonable price. ** started leaking shortly after we moved in but we knew we couldnt use the warranty right away so we waited and just didnt use it. Deciding we had enough we called to try to see if we can get it fixed. We were told they were busy and we could retain our own technician if we wanted to. The price would be the same or wed be reimbursed. After a month of waiting for them thats what we did. The technician said that we had a leak and that it probably wouldnt even be worth fixing. After talking with select and going through 5 different people we were told it wasnt covered. Sure enough in the contract in section 6 it specifically mentions Freon and Freon leaks being excluded from services. Then we we mentioned spending more for the service call and were told that since we used our own technician we had to pay full price. We feel that the extended time they took for the issue, the lack of clarity about using our own technician, and the incredibly misleading information about ac being covered needs to be addressed. We understand that since it was in the contract that we have no legal recourse but since Freon leaks is one of the top issues for ac unit problems, advertising coverage without an asterisk or some other explanation is incredibly misleading and intentional. Please email me if you need any follow up documentation.

  Business Response

  Date: 09/21/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their claim determination stating that their claim should be covered. The claims manager reviewed the consumers account. The consumer was informed that diagnosis showed a freon leak which is not covered per section 6.3.6 of their warranty agreement. In addition, a replacement is needed which is not covered per section **** of their warranty agreement as their claim was filed within the first 30 days of service. The consumer was upset that they paid an extra $20 to the technician for the service call fee. The consumer was informed that they can submit an invoice and we can reimburse them the difference.

• Initial Complaint

  Date:09/14/2022

  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.

  So ************ is total fraud. Today I filed a claim about the microwave over the gas range. They approved $95 for replacement. I called in the area for technician to come and look at the unit to come and replace. The unit , even the labor cost is more then their approved amount, labor is $165 and cost of the microwave with exhaust is $650. The company claims in their advertisement brochure that we will replace it or repair it if the item is broken. Offering $95 for replacement is a total fraud. In separate incidence Same thing happened when I filed a claim for dishwasher, they made me pay for technician vist and then approved $200 for replacement which cost me $850

  Business Response

  Date: 09/21/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their $95 cash in lieu approval when the unit costs $500. The claims manager explained our terms and conditions as well as how the agreement works. The consumer was informed that their claim is approved for $95 and once accepted we may have their reimbursement check processed.

  Customer Answer

  Date: 09/21/2022

  
  Complaint: 18026787
  
  I am rejecting this response because:
  
  $95 can not  even buy used over the range microwave 
  
  Regards,
  
  *************************

  Business Response

  Date: 09/25/2022

  The consumer rejected our response disagreeing with their approved amount.
  
  The consumers microwave claim has been approved for $95 towards the cost of replacement per section 8.3. Our agreement covers ************** grade units and they have been approved for $95 towards replacement.
  
  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;
  
  
  At the present time the consumers claim is approved for $95 towards the cost of replacement per section 8.3. The consumer has been sent a reimbursement form for $95. Once accepted and resubmitted we may proceed with having their reimbursement check processed.

  Customer Answer

  Date: 09/26/2022

  
  Complaint: 18026787
  
  I am rejecting this response because:

  How to determine the depreciated value of the appliance. You can not find even a used over the range microwave for that price/settlement. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 10/03/2022

  The consumer rejected our response disagreeing with their determination.
  
  A claims manager reached out to the consumer. As a show of good will the consumer was offered an increased approval on their microwave for $250. The consumer accepted.
  
  The consumer was sent a reimbursement form for $250 which was accepted and resubmitted. The consumer will be reimbursed $250 via check.The consumer will be notified via email as soon as their reimbursement check is mailed out.

• Initial Complaint

  Date:09/14/2022

  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 was not told about the $75 cancellation fee and was told that I would not be charged when I cancelled and I was. I never received my contract for this notice. I just want my $75 back into my account.

  Business Response

  Date: 09/22/2022

  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 **** or via email at ******************************** to discuss their claim concerns.

• Initial Complaint

  Date:09/14/2022

  Type:Product 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 originally purchased a 6 year home warranty policy in June 2021 for $2249.96. I was told the policy could be canceled at any time and I would receive a pro-rated refund. After submitting 2 claims without proper resolution (in one case they never even followed up and in another case they gave me false information causing me to spend more of my own money on something that wasnt necessary) I canceled the policy on 4/27/22. I never received the refund that I was promised. I followed up with the company on 6/27/22. I spoke to ****** in billing who transferred me to a cancellation specialist (****). **** apologized and said she needed to escalate to a supervisor and I should receive a call back in ***** hours. I never got a call back. I followed up again on 7/6/22. I again spoke to ****** in billing and he transferred me to *****. ***** confirmed cancellation on 4/27 and said the refund process has been initiated. She said there would be no cancellation fee and I would receive a refund check within 4 weeks. I still have not received my refund. I have asked for confirmation emails related to the refund and cant get one. Everything is over the phone and every time I call they pretend like I never canceled until finally they find it in the notes. I cant continue to go through this with them. *** spent more than 5+ hrs trying to resolve this. Please help

  Business Response

  Date: 09/21/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they terminated services in April and have not yet received their refund check. The claims manager reviewed the consumers account. The consumer was informed that billing will be contacted and requested that the check be mailed out as soon as possible.