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:09/13/2022

  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.

  My dishwasher, which is not that old, wasnt filling up with water to wash the dishes. Most likely the water intake valve was shot. I filed a claim with Select and scheduled a tech. Tech showed up, asked a few questions, and then just decided he didnt know what was wrong. He literally did nothing and didnt even try to diagnose the issue. He recommended that I get a new dishwasher. He called Select to give them the diagnoses of I dont know and they said they would give me only $150! Then I had to pay $75 for that. I called them to complain, because this was not my experience with other home warranty companies. Others would actually send someone who would fix the issue for that $75. So I asked to cancel my policy. They told me if I cancelled my policy now that I wouldnt get the $150. I have to first send my receipt to them for the new dishwasher, then wait 3 days for them to send me an email with a link to a form to fill out, and then wait up to 30 days for the check and THEN I can cancel my policy (but only on the 19th of the month or else I would have to pay a $75 cancellation fee). So I will basically have to pay $45 a month for the next 2-3 months in order to cancel my policy and get the measly $150!? They are literally just a waste of money. I bought a new dishwasher and it was over $600. Ive now paid them close to $700 for literally nothing.

  Business Response

  Date: 09/20/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the $150 approval on their dishwasher claim when a new one costs more. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer requested termination of service and requested that they not pay a cancellation fee. The claims manager informed the consumer that they will go ahead and honor their request.

  Customer Answer

  Date: 09/20/2022

  
  Complaint: 18022382
  
  I am rejecting this response because:

  The claims manager did not "explain the terms & conditions", in fact, I had to tell him that I have been a customer for over a year.  He said the reason that I only got $150 for the dishwasher was because I had only been a customer for a few months. That was a mistake on their end, as when I renewed my contract in May 2022 (they raised the cost by more than $100 from the previous year!), they gave me a whole new account number instead of keeping it under the same account.  He had no answer for that, other than I paid monthly now instead of annually.  I still paid them about $700 total!  Getting $150 is completely absurd.  It's actually only $75, because I had to pay $75 for the technician to come and do nothing.  I paid for a service, which is to have appliances and systems covered when they break, but then they don't cover it!  I was better off not paying for their coverage at all, and just buying a new appliance.  I would've saved myself hundreds of dollars!
  
  
  
  Regards,
  
  *************************************

  Business Response

  Date: 09/25/2022

  The consumer rejected our response disagreeing with their determination.
  
  Way2Bomb Services was dispatched to the consumers home for diagnosis. Diagnosis revealed that water is not filling up properly. The unit needs to be replaced.  The consumers claim was approved for $150 towards the cost of replacement per section 8.3 of their warranty agreement.
  
  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 their allowance of $150 per section 9.1.2 of their warranty agreement. The consumer was sent a reimbursement form for $150 which was accepted and resubmitted. The consumer was reimbursed $150 via check. #****** on 9/19/22. The consumer should be receiving their reimbursement check within the next few business days.

  Customer Answer

  Date: 09/26/2022

  
  Complaint: 18022382
  
  I am rejecting this response because:

  Unacceptable.  As I stated already, I paid them for a service that they did not provide.  They can copy and paste text from their contract all they want, but they sell you on the fact that if you pay them $500+ for the year, plus a $75 service fee for each claim, that they will cover the cost of repair or replacement.  WHY would ANYONE pay them if they're not going to actually cover anything?  $150 doesn't even cover HALF the cost of installing a new washing machine, and I had to pay a $75 service call fee out of that $150.  The LEAST they could do is refund me the $45 monthly fee for that month since I cancelled my account, and refund the $75 that I paid to have the plumber do literally nothing.  (He didn't do a thing.  He said "I don't know what's wrong, get a new dishwasher."  All he had to do was replace the water intake valve, there was nothing else wrong with the actual dishwasher that would warrant having to install a whole new one. It was installed in 2016.  Other warranty companies would take that $75 service fee and have someone actually fix the issue.  This guy didn't even attempt to try to troubleshoot.  He said the dishwasher wasn't giving him a code, so he didn't know what was wrong.) 

  In the end I paid them hundreds of dollars for literally nothing, and by the looks of their reviews and complaints on here, so did a LOT of people.  They seem to get out of covering anything, and they do not care one bit.  They will not get any more of my money.

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

  Business Response

  Date: 10/03/2022

  The consumer rejected our response stating that they did not receive service. The consumer did not accept their claim determination.
  
  The consumer has been sent a copy of their warranty agreement at the time of purchase. In addition, the consumer was able to view our terms and conditions on our website at all times pre and post purchase. The consumer had 30 days from the date of enrollment to review the terms and be eligible for a full refund should they have not agreed with the terms. The consumer opted to maintain services.
  
  Way2Bomb Services was dispatched to the consumers home for diagnosis. Diagnosis revealed that water is not filling up properly. The unit needs to be replaced.  The consumers claim was approved for $150 towards the cost of replacement per section 8.3 of their warranty agreement.
  
  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 their allowance of $150 per section 9.1.2 of their warranty agreement. The consumer was sent a reimbursement form for $150 which was accepted and resubmitted. The consumer was reimbursed $150 via check. #****** on 9/19/22. The consumer should be receiving their reimbursement check within the next few business days.
  
  The consumer stated that they were not provided with a service which is unfortunately not correct. The consumer has been serviced in accordance to their warranty terms and conditions.
  
  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.

  Customer Answer

  Date: 10/04/2022

  
  Complaint: 18022382
  
  I am rejecting this response because:
  
  Select Warranty is a scam. They do not cover what they say they will cover. They also apparently dont understand English very well, as their last response shows they did not comprehend what I was saying. 
  

  I paid a $75 fee to Way2Bomb when they did NOTHING. They were supposed to diagnose the issue, but the guy just said he didnt know what was wrong and didnt even attempt to figure it out. I even told him that the water intake valve probably just needed to be replaced. He didnt even try to take a look at the valve. He looked at nothing. He just said the whole dishwasher should be replaced and called that in. 
  

  Just warn people that if they pay this company to cover their appliances when they break, that they wont actually fix them. It is a waste of money to pay this company anything. 
  
  
  Regards,
  
  *************************************

  Business Response

  Date: 10/13/2022

  The consumer rejected our response stating that they paid a technician who didnt do anything and didnt know what was wrong.
  
  Unfortunately that is not correct.
  ******** Services was dispatched to the consumers home for diagnosis. Diagnosis revealed that water is not filling up properly. The unit needs to be replaced. The technician did in fact provide a diagnosis and per the diagnosis a claim determination has been made.
  
   The consumers claim was approved for $150 towards the cost of replacement per section 8.3 of their warranty agreement.
  
  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 their allowance of $150 per section 9.1.2 of their warranty agreement. The consumer was sent a reimbursement form for $150 which was accepted and resubmitted. The consumer was reimbursed $150 via check. #****** on 9/19/22. The consumer should be receiving their reimbursement check within the next few business days.
  
  The consumer stated that they were not provided with a service which is unfortunately not correct. The consumer has been serviced in accordance to their warranty terms and conditions.
  
  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.

  Customer Answer

  Date: 10/13/2022

  
  Complaint: 18022382
  
  I am rejecting this response because:
  
  I TOLD THE GUY WHEN HE GOT TO MY HOUSE THAT THE DISHWASHER WAS NOT FILLING UP WITH WATER. HE DID NOT DO ANYTHING. HE ASKED ME WHAT WAS WRONG, I TOLD HIM IT WASN'T FILLING UP WITH WATER AND THAT THE WATER INTAKE VALVE PROBABLY NEEDED TO BE REPLACED. HE SAID HE DIDN'T KNOW WHY IT WASNT FILLING UP WITH WATER AND MADE NO ATTENPT TO EVEN TRY TO FIGURE IT OUT. HE JUST SAID IT SHOULD BE REPLACED. I cant even believe you are arguing with me about this as you were not there. This guy did absolutely nothing to troubleshoot. He did not diagnose anything. I did. I told him what was wrong. And then I had to pay $75 for him to literally do nothing. I didnt need him to tell you that the water wasnt filling up, I already knew that. 
  
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:09/13/2022

  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.

  Signed up for this home warranty service and have paid for two months totalling $84.00. I have never recieved a policy and when I attempted to get service on a washing machine I was denied via email. I have attempted several calls with no answer and no call back. I have cancelled the auto-pay but I would like reimbursement for the two months I did pay for.

  Business Response

  Date: 09/20/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they did not get their agreement and their claim was denied. The claims manager was offered to maintain services and they will have someone dispatched out to see what the issue is. The consumer did not accept and requested termination of service.

• Initial Complaint

  Date:09/13/2022

  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.

  13 September 2021 Select home warrantee offered me 650 dollars to replace and install a condenser, which costs at a minimum ****. The max ****** on this policy for HVAC is ********, still below the actual replacement cost, yet only 650 was offered. The reason given was that the company can replace the condenser, parts and labor included, for that price. When asked to please attempt such feat, they declined and simply said the onus was on me to figure it out with the 650 offered.

  Business Response

  Date: 09/20/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the $650 resolution when it cost $3300 to replace. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was explained that Select liability is for the compressor itself which is what they were approved for. The consumer did not accept their claim determination.

  Customer Answer

  Date: 09/20/2022

  
  Complaint: 18020638
  
  I am rejecting this response because:
  
  During the course of the conversation, there was no discussion concerning the amount only covering the cost of the compressor, but for arguments sake, lets consider that to be the case. The company offered ******, which is not enough to cover the cost of the compressor. The cost of the part is between 1500-1800 USD, as confirmed by the technician they sent to the service call. additionally, the cost of labor would be approximately about the same as the part, again confirmed by their technician. The typical cost of repair and replacement is between 2800-3400, well below the 650 they offered. Not satisfied with this answer, I contacted another technician and he too verified the issue and costs associated with repair. If the company sincerely believes they can acquire a compressor and install it for ******, then an invitation is extended to attempt such a feat. 

  The warrantee is to covers parts and labor, with a cap of **** USD, well below what has been offered and anything less than the full maximum amount allowed is wholly unacceptable. Finally, if there are any questions as to what the 650 is to cover, recordings of my interactions with company are available for further edification and inspection.

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

  Business Response

  Date: 09/25/2022

  The consumer rejected our response disagreeing with their determination.
  
  After 5 Air Conditioning and Heating was dispatched to the consumers home for diagnosis. Diagnosis revealed that there is a locked roto on the compressor which is an eternal failure. Compressor needs to be replaced.The consumers claim was approved for $650 towards the cost of the compressor. The remaining balance of the claim is for the cost of installation which is not covered 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 the full policy allowance of $650 which is for the compressor replacement. The remaining balance of the claim is for the cost of installation which is not covered per section ****. of their warranty agreement.
  

  Customer Answer

  Date: 09/26/2022

  
  Complaint: 18020638
  
  I am rejecting this response because:
  
  since purchase of the home on 27 June 2021, the unit has been properly maintained and serviced, and I am more than happy to provide service records and proof of purchase for filters to support that the units compressor did not fail due to improper maintenance, or any other claim the company is now made. Simply put, the warrantor is trying to avoid living up to their terms, **** USD maximum allowable for HVAC repairs.

  Additionally, warrantor states that 650 USD is to cover the replacement part and labor is not included. First and foremost, the replacement part averages **** USD. Secondly, when I received notification of their resolution representatives of warrantor stated that the 650 was for the parts and labor, a clear indication that they acknowledged responsibility for the repair. I am more than happy to provide the audio recording of the phone call that specifically states parts and labor.
  
  As mentioned in previous correspondence I offered warrantor the opportunity to repair the unit using their service provider, minus my 65 USD deductible and they refused. Did they simply refuse because they know that the cost of the actual repair is far more than offered and they want me to accept a less than already agreed to amount (by their contractual terms)? Im afraid I cannot accept anything less than the full amount outlined in 10.1 of **** USD for repairs which obviously meets the criteria outlined in 6.3.6.
  
  

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

  Business Response

  Date: 10/03/2022

  The consumer rejected our response disagreeing with their determination,
  
  A claims manger reviewed the consumers account. The consumer has been approved for $1500 towards the cost of the compressor as an increased good will approval. Any costs associated with the installation of the compressor is not covered 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 $1500 for the compressor. Any costs associated with installation is not covered per section 9.1.2 of their warranty agreement. In order to proceed with the reimbursement process the consumer will need to submit paid invoice of repairs. Once received we may begin with the reimbursement process.

• Initial Complaint

  Date:09/12/2022

  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.

  The first claim I filled was for my upstairs bathroom leaking. I was originally told after I had signed up and made my first payment I wasn't able to fill a claim for the first month, which I disagree with but thought that was fine to build up money on the account so after the first month I was able to officially fill the claim and had someone come out in a reasonable amount of time. The provider said it was the p trap but to get to it they would need to cut a hole in my first floor ceiling. The provider submitted the request and I was told I would need to pay over $1000 to have it fixed. I though that maybe I didn't have enough money on my account because I was still a new customer. I declined the repair and waited 6 months to build my account. I submitted a request to have my washing machine fixed a different provided showed up to fix my machine they change the wash setting and let, I changed the setting back to discover the washing machine was not fixed. I called Select to complain and they told me I would need to submit a new claim and pay again to have someone else come out. Back to the p trap leaking I submitted a new request in May, it is now September and I still do not have a technician to look at the p trap. I have called multiple times and get told the same things every time: call someone yourself and Select will Reimburse and don't worry we will escalate this.

  Business Response

  Date: 09/19/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that no technician was assigned to their claim and they have been having the issue for a while. The claims manager reviewed the consumers account. The consumer was informed that they filed the same claim back in February and their claim was approved for $150. The consumer stated that they did the repairs. The consumer was explained that they are currently only eligible for $150 unless they submit proof of the previous repairs.

  Customer Answer

  Date: 09/20/2022

  
  Complaint: 18016774
  
  I am rejecting this response because: that is a straight lie. If fact I can provide pictures that the repair was not completed by me or any one. Secondly the rep did not even ask about the washing machine "repair" which was not completed I currently still have a broke washing machine. In addition to this I have filled a claim to now get my dishwasher the technician came out to diagnose the issue this is the email I received about that " You have been approved for a cash reimbursement in the amount of $100.00, which you may use towards repair or replacement of your current unit. After a Review of the information and diagnosis relating to your claim, it has been determined that the cost of repairs exceeds the current value of your unit. In the event the repairs or replacement exceeds this amount you will be responsible for the balance. Please see section 8 of your policy. " this dishwashing machine was put into my house right be fore I move in, which means it is 7 to 8 years old. This company, Select Home warranty is a complete scam  
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/25/2022

  The consumer rejected our response.
  
  The consumer filed a plumbing system claim on 2/18/22. The consumers claim was approved for $150 towards the cost of repairs per section **** of their warranty agreement as the claim was filed within the first 3 months of service.
  
  The consumer proceeded to file another plumbing system claim on 5/27/22. The consumer was explained by the claims manager that they were previously approved for $150 for the same issue back in February which was approved for $150. The consumer was explained that they are currently only eligible for $150 towards this claim as it is the same issue as a previous claim filed. The consumer was explained that if they are able to submit proof that the repairs were completed back in February we may re-review their claim. The consumer was explained that if the repairs in February were not complete they are eligible for $150 per section ****.
  
  ****. Dimensions, Brand and Color, Limits. Select will not be responsible for matching a system or appliances color, brand, or dimensions and only is responsible for repairing and/or replacing systems or appliances of similar capacity and efficiency. The following guidelines will be implemented to provide a repair/replacement allowance. For heating or cooling equipment (hvac), in the first three months of coverage, a $500 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $2000 after the first three months of coverage. For appliances (non-heating or cooling) in the first three months, a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $500 after the first three months of coverage. For additional coverage options in the first three months a $150, repair/replacement will be paid to the customer. This repair/replacement allowance will increase to $400 after the first three months of coverage. In the event that the part is not available, Select's responsibility is to reimburse for the value of the part up to the policy limits. If Freon coverage is selected as an option the limit is $150 for the first three months of coverage and $250 for the remainder of the contract. Furthermore, you agree that during the first 30 days of coverage, no coverage will be provided for replacement of entire systems or appliances of evaporator coils, condensed coils, compressors, control boards,motors of any kind. 
  
  At the present time the consumers claim is approved for their full policy allowance of $150 per section **** of their warranty agreement.If the consumer is able to provide proof of previous repair we may re-review their claim.

• Initial Complaint

  Date:09/12/2022

  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 July 20th I spoke to a representative at the select warranty and since we were in a heat wave and I am handicapp that I could call someone on my own and have it fixed I submitted paperwork and the worker called and told them on the day of fixing.know they are saying a different story and will not reimburse us for items that are covered under my warranty

  Business Response

  Date: 09/19/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their denial for work done without authorization when they were told to the work. The claims manager reviewed the consumers account. The consumer was informed that a diagnosis was received by their technician but they did not wait for authorization for any completion of repairs. The consumer was however offered a one time good will approval of $250  towards their denied claim.

• Initial Complaint

  Date:09/12/2022

  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 hired Select Warranty in summer of 2021 for our new home. When the warranty expired, they began calling us nonstop to try to get us to sign up again. We truthfully told them we sold the home, they accused us of lying. They have called at least 50 times. They tell us every time they will take us off their call list, and we are still getting 2 or 3 phone calls every day.

  Business Response

  Date: 09/19/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they received many phone calls to renew services when they *** their home. The claims manager informed the consumer that they will be placed on the do not call list and should no longer be receiving any calls.

• Initial Complaint

  Date:09/12/2022

  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.

  SELECT HOME WARRANTY DO NOT ADHERE TO THERE CONTRACT. THEY WILL TRY TO DO EVERYTHING TO DENY YOUR CLAIM EVEN IF IT IS COVERED UNDER THE WARRANTY. MY AC WENT OUT EVEN THOUGH IT WAS THE COMPRESSOR AND EVAPORATOR COIL THEY WOULD NOT COVER IT KEPT BLAMING IT ON A CONDENSATION LEAK. I AM CURRENTLY WITHOUT ANY AIR CONDITIONING.

  Business Response

  Date: 09/19/2022

  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 cocnerns.

  Customer Answer

  Date: 09/19/2022

  
  Complaint: 18013579
  
  I am rejecting this response because: I have attempted several time to contact the manager to discuss,his voicemail states do not leave a message contact through email. I have sent emails stating my concerns and also the concerns from the ******************************* of Contractors are also involved due to  the service men that came to my home. He is not responding and doesnt seem interested in talking to me. I do know the Board is getting involved and I do not know what will happen next. But the company has violations that came to service my unit.
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 09/25/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset the technician diagnosis stating that they got an invoice under a different name. The consumer was explained that their claim is not covered. The consumer stated that they have their own technician coming out Saturday. The consumer was instructed to submit their report and we will proceed once received. The consumer accepted.

• Initial Complaint

  Date:09/12/2022

  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.

  Hi,On June 15th 2022, I purchased a whole house warranty with Select Home Warranty. The salesmen told me their call center was in the U.S. and that was a lie. They told me there were many repair people in my area and that was a lie. They told me they would have a repair person's # to contact within 24 hours. That was a lie. I had an issue with a faucet and they could not find anyone in my area to repair, so they said. I called them repeatedly and now it has been over a week and they have not sent anyone out. I spent hours on the phone with them trying to cancel my warranty as it is useless to me as they do nothing of what I was told would happen. On 9/9/22 I spent hours on the phone trying to cancel my policy and all I got was the run around. They finally told me no one was available to refund my money. I wrote to them by email and they sent me a reply call between 8AM and 5PM to cancel M-F and so I did call 9/12/2022 at 8:07AM and again got the run around telling me there was no one in the office to cancel my warranty. This company is a total scam. I am looking for a full refund of $2,362.46 which I paid on June 15th 2022 and a rider they billed me for on 9/5/2022 of $249.00 in which they assured me would cover my faucet. I never had a tech sent out after multiple calls and was told they could not find one. That IS the service. The service is not only anything of what they said it was and is only a scam. After many many calls, they refuse to refund my money and they just keep telling you no one is available to give that. I am a widow and thought this service would be good for me but warning to others, it is just a scam with a call center in *************** and yet they assure you they are based in the U.S. another lie. I would just like my full refund and the added $249.00. I have not used their service, they do not have anyone available and they will not refund my money. I got nothing from this company, buyer beware!!! Thank you for any help you can give me.

  Business Response

  Date: 09/16/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they signed up for a 6 year term and a technician was not dispatched for their claim. The consumer requested a full refund. the claims manager informed the consumer that they are not eligible for a full refund and that their agreement will be cancelled per section ****.

  Customer Answer

  Date: 09/27/2022

   

  Thank you so much! I received the rebate check from the company below, today. If not for you folks, I really doubt they would have sent the refund. They had been putting me off for more than a week in asking for a refund by email and phone. They kept telling me that no one was in the office to give me a refund, even though I called between 8 and 5 on a Monday and Friday. After you talked to them I received a notice from them saying a refund check was coming.... and today it did!

   

  Thank you for all you do at the Better Business Bureau! I wish you all a great week!

• Initial Complaint

  Date:09/10/2022

  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.

  Filed a claim with Select home warranty regarding my clothes dryer not working. They said they cant find any technicians and that I have to find an appliance tech myself and then call them for approval once the tech was on site. The appliance technician gave them a quote for the repair which Select home warranty denied stating it was not cost effective for them and told me they will not repair the dryer and that I need to go buy a new dryer but they will only reimburse a new dryer for $200 even though my current broken dryer cost $750. They also refused to cover the service call fee of $65 for the technician to come to my home which they themselves demanded I call in order to get the estimate for the repair. When I signed up for Select home warranty I bought their most expensive and extensive plantinum plan and i was promised they would either cover the repair cost or provide me a replacement unit. I asked specifically when i bought this plan what happens if a replacement unit is needed, their response was that they will purchase, deliver and install a new replacement unit regarding all appliances. I am now out $65 for the service call fee and I have to buy a new dryer myself and all they will cover is $200. This is not the policy that was sold to me nor what they advertise. Their motto is "we will repair it or replace it". I have spoken to them and they are refusing to repair my broken dryer or increase the coverage of a new dryer.

  Business Response

  Date: 09/16/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their $200 cash in lieu approval when they were told repair or replace. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions as well as how the agreement works. The consumer was explained section 8.3. The consumer requested termination of service. The claims manager informed the consumer that it is not cost effective to terminate. The consumer was offered direct assistance should they wish to maintain services. The consumer informed the claims manager that they were upset with their $65 service call fee when they have a $45 service call fee. The consumer was informed that they can go ahead and increases the approval to $220 to make up for the difference in the service call fee they had to pay. The consumer accepted.

• Initial Complaint

  Date:09/09/2022

  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.

  purchased a home warranty thru select home warranty. initially made a plumbing claim for just a washing machine drain line and after almost 2 months they claim no plumber has ever been available insisting i find my own plumber and pay out of pocket then wait for re-imbursement. i reached ********* who select contacted A-discount plumbing who said they would be available next day but select put in a note that company did not want to provide service which was not true when speaking to the plumber a 2nd time. in all i called around 8 times or more to ask for something to be done including asking to speak to a supervisor. 3 times asking for a supervisor not once did they ever answer. once i waited 42 minutes and once 57 minutes and no supervisor would answer after both times telling the agent it would be 2-4 minutes. when i tried to cancel the warranty with an agent named ***** she repeatedly tried to talk me out of cancelling including offering to guarantee she would get a resolution or call me back by end of day. neither happened. all i have gotten is constant aggravation and being shown no respect or care of service. i was foolish enough to attempt an electrical claim weeks ago with the same result. they claim no electrician are ever available (at ALL). yet when i call one they state they can be thereby next day. the truth is select makes 1 attempt to contact a service person and if it goes to voice mail or no answer they document the call as no technician available and request you to get your own service person. the warranty cost $615 and now after being put off for 3 extra weeks since i 1st asked to cancel they are taking away $231 for pro-rated service??? and forcing a $92 choice of cancelation fee as if i am choosing to cancel instead of being left with (no) choice! unfortunately i didn't see all the bad reviews from this company before i found out they collect peoples money, make constant apologies and aggravate you until you have to leave minus most of your $

  Business Response

  Date: 09/16/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that we did not find them a technician for either of their claims. The consume requested a full refund. The claims manager offered the consumer to secure their own technician and be pre-approved for their $150 allowance per section ****. The consumer requested termination of service. The consumer was informed that their agreement will be cancelled per section ****. The consumer requested that ***** cancellation fee waived. The consumer was informed that they will go ahead and honor that request.