Complaints

This profile includes complaints for Select Home Warranty LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Select Home Warranty LLC has 6 locations, listed below.

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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:09/09/2022

  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.

  I have had my home for 30 years and firmly believe in having Home Warranty Insurance. on the internet this company had a rating as being reliable. This is far from the truth. I saw water near my water heater and though best to call my insurance and have them send someone out to look at the problem, this is the second time I have called Select Home since I bought the policy in 2020. the first time I called they could not help me because of a technicality . This time when I called and said water was around the water heater , they sent me an email and stated the policy did not cover leaks and they refused to sent a person out to check. I am not a plumber I would assume that you send someone first and then make that coverage decision based on the observation by the professional. This is how all the other companies worked, but not this one. I asked to get out of my policy twice but they said that the policy was worth more than I paid for and that based on their prorated cost number there was no money to be refunded even though my policy does not end until Dec. of 2023. There no receipts or pictures because the company never does anything for you. Buyer beware they are not living up to their rating.

  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 their claim was denied without having a technician dispatched. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that they reported a non covered issue. The consumer understood but was upset with their claim determination.

• Initial Complaint

  Date:09/09/2022

  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.

  I called on 9/2/22 to cancel my contract with Select Home Warranty company, They still charged me $50.40 cancellation fee. When I called on 9/9/22 to dispute the charge, they said it in buried deep down in a downloaded contract that there was a cancellation fee and that I had to have the contract a year before the cancellation fee would be waived. Yet, when I called them regarding two repairs that I need done, per them, the items were not covered. I WANT MY $50.40 back!!!!!!

  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 about their cancellation fee as they cancelled because their claim is not covered. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that the door itself for their garage door claim is not covered. The consumer was also explained that their second freezer was not covered as they did not purchase the additional coverage for additional freezer. The consumer requested termination of service.

  Customer Answer

  Date: 09/20/2022

  [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.  I was refunded my cancellation fee and I'm satisfied with that.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:09/09/2022

  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.

  We purchased a home warranty about a year ago. This August, our air went out due to a bad compressor. We submitted the claim through the warranty and they scheduled a technician to come out. He came out and told me the issue was the compressor. He submitted the issue and the warranty came back to tell me that the issue was due to electrical failure and therefore wasnt covered. I tried to get them to reevaluate even after the technician clearly said the issue was mechanical, not electrical. They denied it again and this was already 2 weeks of dealing with them back and forth and repeating myself to numerous agents. I have 3 little girls under 5, including an infant. And I work from home. No air in August is not an option. I had to call a new technician to come out, who confirmed the mechanical error of the bad compressor. They replaced the part. We would like a reimbursement for our AC repair as well as a refund for our yearly warranty coverage that we paid for expecting to be covered accurately and efficiently. Thank you!

  Business Response

  Date: 09/16/2022

  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.

  Customer Answer

  Date: 09/25/2022

  
  Complaint: 17799675
  
  I am rejecting this response because:
  
  SHW already tried to tell me to contact this particular person while my claim was active. I tried numerous times to call this man and I got his voicemail. His voicemail says to email him so I did that twice as well as left a message. So I havent been able to actually speak to someone who will help resolve this claim. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/03/2022

  The consumer filed a claim for their A/C system on  8/17/22. Solution Heating and Air was dispatched to the consumers home for diagnosis. Diagnosis revealed that the compressor shorted out to the ground and tripped the breaker. The consumers claim was denied per section 9.1.2 of their warranty agreement as electrical failures are not covered.
  
  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 remains denied per section 9.1.2 of their warranty agreement as electrical failures are not covered.The consumer at this time Is not eligible for any approvals or reimbursements at this time.

  Customer Answer

  Date: 10/05/2022

  
  Complaint: 17799675
  
  I am rejecting this response because:
  
  
  The issue is not an electrical issue. It was a mechanical issue with the compressor. SHW already tried to tell me to contact this particular person while my claim was active. I tried numerous times to call this man and I got his voicemail. His voicemail says to email him so I did that twice as well as left a message. So I havent been able to actually speak to someone who will help resolve this claim. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/13/2022

  The consumer rejected our response stating that its not an electrical issue but a mechanical issue with the compressor.
  
  Unfortuanetly that is not correct.
  
  The consumer filed a claim for their A/C system on  8/17/22. Solution Heating and Air was dispatched to the consumers home for diagnosis. Diagnosis revealed that the compressor shorted out to the ground and tripped the breaker. This is a direct result of an electrical failure
  
  The consumers claim was denied per section 9.1.2 of their warranty agreement as electrical failures are not covered.
  
  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 remains denied per section 9.1.2 of their warranty agreement as electrical failures are not covered. The consumer at this time Is not eligible for any approvals or reimbursements at this time.
  
  We have followed the terms of the agreement and provided the ocnsuemr with a determination in accordance with those terms. They have been serviced accordingly.

  Customer Answer

  Date: 10/14/2022

  
  Complaint: 17799675
  
  I am rejecting this response because:
  
  It is not an electrical issue. All of the technicians will also say that the original main issue was the compressor which is a mechanical part. 
  

  I will have to take this further into action to get reimbursed for the service as well as the warranty service that we paid yearly for. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/21/2022

  The consumer rejected our response stating that it is not an electrical issue.
  
  Unfortunately that is not correct.
  
  The consumer filed a claim for their A/C system on  8/17/22. Solution Heating and Air was dispatched to the consumers home for diagnosis. Diagnosis revealed that the compressor shorted out to the ground and tripped the breaker.This is a direct result of an electrical failure
  
  The consumers claim was denied per section 9.1.2 of their warranty agreement as electrical failures are not covered.
  
  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 remains denied per section 9.1.2 of their warranty agreement as electrical failures are not covered. The consumer at this time Is not eligible for any approvals or reimbursements at this time.
  
  We have followed the terms of the agreement and provided the consumer with a determination in accordance with those terms. They have been serviced accordingly.

• 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.

  New homeowner, was directed to Select Home Warranty by my Realtor. After living in the house for 1 week, I found a leak in the kitchen, which led me to the dishwasher. I called SHW and they told me my policy wasn't active and I had to wait 30 days. I looked closer and found that the hose to the dishwasher was loose, so i tightened it, at which point everything worked great. 1 month later my dishwasher stopped working all together. I called SHW and they told me they wouldn't cover it because it was an existing issue. I argued with the sales reps and the retention department for about 3 weeks, trying to make them understand it was two separate issues. Finally they asked me how i fixed the leak. When I told them i tightened the hose myself, they said I would need an invoice form a contractor. When I said I didn't have an invoice, they said it wasn't covered because I didn't have an invoice, so they wouldn't cover the dishwasher. They then said for my inconvenience, they would waive my next service call fee. about 1 month later, my thermostat and AC stopped working. I called SHW and they sent a technician out to troubleshoot. The tech found that the system was backed up and and fixed the problem. When the tech called the claim in, *** said they would not cover the cost as it was not covered by my policy and that I would have to pay the charge myself. I called to cancel my policy yesterday. I asked the rep 4 times about additional charges. All 4 times the rep said that there would be no additional charges and the policy would be canceled immediately. Today I see 2 charges on my account. 1 charge is the $39 monthly charge and the other was for $75 which is the same amount for their service calls. I called the ****************** and they said the $75 charge was a cancelation fee and the $39 charge was because I canceled my policy too late. They refused to let me speak to a supervisor or the retention department and said there is nothing the could do.

  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 their claim was denied and when they terminated services they were charged a cancellation fee.The claims manager reviewed the consumers account. The consumer was informed that they will go ahead and approve them for a waived cancellation fee. 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.

  Each request I've made I am always told to find a contractor. For my air conditioner I did and the claim was not paid. For my lawn sprinkler I filed a claim in June claim #******** and called 4 times about a contractor coming out and was told that they don't have contractors to come out each time and I would need to find one. I don't understand how from June to September there are not any contractors available. When setting up the contract. I made sure that I asked if I would be under a contract and I was told no. I could cancel at any time without a fee. I asked to cancel policy last month and was told I would need to pay $75 to cancel. I told the rep. I thought I was not under a contract. The rep advised me that I was not under a contract but still will have the pay a fee of $75 to cancel. I just want to cancel without a fee since I cannot get assistance when I need it. I hired the warranty company to provide a contractor for me why am I being told to find a contractor for 3months.

  Business Response

  Date: 09/15/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset stating that its been a while and still no technician was dispatched for their claim. The consumer requested a refund. The claims manager informed the consumer that they will assist them on their issues. The consumer did not accept and wanted to terminate services and not pay a cancellation fee. The claims manager informed the consumer that they will go ahead and terminate services and not charge them a cancellation fee.

• 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.

  Select Home Warranty Policy:#********* Every time I call them they always cancel or reschedule appointments, charge high fees about 100 dollars every time & have a repair cap of $150 dollars, so if anything is broken and is under warranty they only give you 50 dollars and run around.

  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 with their claim determination for not having records. 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 informed that without the requested records the maximum allowance is $150 per section 9.1.2 of the agreement.

• Initial Complaint

  Date:09/08/2022

  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.

  Three different transaction attempts:August ***** - Claim #******** - cant find someone to repair something I specifically requested coverage for.March 2022 -Claim #: ******** - Microwave - not covered too much to repair - offered $95.00 for a $2000 microwave Sept 2022 -Claim #: ******** AC has water leak and coil needs replacing - Was told it was a Freon leak - false claim I had 3 AC guys tell me it's not a Freon leak.I want to get a full refund on my policy - this place is a scam!

  Business Response

  Date: 09/15/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the delays in their claim. The consumer stated that they spoke with *** and terminated service. The claims manager explained our terms and conditions as well as how the agreement works. The consumer was informed that we must follow the terms of the agreement. The consumer stated that they want their agreement terminated.The consumer was explained that their agreement will be cancelled per section **** and will request that their refund check process be expedited.

• Initial Complaint

  Date:09/08/2022

  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 signed up for a 5 years contract and was not happy with the service, found out many things are not covered and payment is always a haggle with the reps.Trying to cancel they claim that all claims they paid should be returned to them in case of cancellations, practically means you pay for the insurance but if you cancel, you are retroactively "uninsured" de facto, but they still take the money for the insurance period. this is clear cut stealing from people and would probably not stand in court.

  Business Response

  Date: 09/15/2022

  A claims manager spoke with the consumer on 9/8/22. The consumer was upset about their A/C claim denial for freon leaks. The consumer was explained our terms and conditions. The consumer was explained that freon leaks are not covered per section 6.3.6 of their warranty agreement. As a show of good will the consumer was offered a $250 courtesy towards their denied claim. The consumer accepted.

  Customer Answer

  Date: 09/23/2022

  
  Complaint: 17935396
  
  I am rejecting this response because:

   

  You did not address the real issue - unaccetable cancellation policy, in case of cancellation the company reclaims EVERYTHING they paid during the insurance period and return only part of the period payment, this is the issue, it seems like an illegal cancellation policy
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/03/2022

  The consumer rejected our response disagreeing with their cancellation policy.
  
  Per section **** of the consumers warranty agreement it states that if the consumer terminates services early their warranty agreement will be cancelled at the non discounted rate, be charged a cancellation fee along with any incurred costs by Select. The consumers cancellation terms are in accordance with their State guidelines
  
  ****. Cancellation by You. You may cancel this Agreement within thirty (30) days from the Order Date of this Agreement, as set forth on the schedule page accompanying this Agreement. In the event you cancel within the thirty (30) day period, the You shall be entitled to a full refund if and only if, no service has been provided under the contract. After the thirtieth day,you may receive a refund pro-rated at the non-discounted annual plan cost. A $75 cancellation fee will be charged and any service costs incurred by Select ************ contract.
  
  
  At the present time the consumers warranty agreement remains in effect till a formal request to terminate their agreement is received at which time their agreement will be cancelled per section ****.

  Customer Answer

  Date: 10/10/2022

  
  Complaint: 17935396
  
  I am rejecting this response because:

  This cancellation policy is illegal, I would like to cancel the policy without having to refund payments made by the insurer as they were at a time the policy was in effect.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/16/2022

  The consumer rejected our response stating that they want to cancel services without have to refund payments made by Select.
  
  Unfortunately that is not possible. Should the consumer proceed with termination of service their agreement will be cancelled per section **** which is in accordance to state guidelines.
  Per section **** of the consumers warranty agreement it specifically states that if they terminate services early their warranty agreement will be cancelled at the non discounted rate, be charged a cancellation fee along with any incurred costs by Select.
  
  ****. Cancellation by You. You may cancel this Agreement within thirty (30) days from the Order Date of this Agreement, as set forth on the schedule page accompanying this Agreement. In the event you cancel within the thirty (30) day period, the You shall be entitled to a full refund if and only if, no service has been provided under the contract. After the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan cost. A $75 cancellation fee will be charged and any service costs incurred by Select ************ contract.
  
  
  At the present time the consumers warranty agreement remains in effect till a formal request to terminate their agreement is received at which time their agreement will be cancelled per section ****. Currently the consumers agreement will remain in effect till their expiration of 9/15/26 or when services are officially terminated per the consumers requested in accordance to section ****.
  
  The consumer has been serviced accordingly.

• Initial Complaint

  Date:09/08/2022

  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.

  I have signed onto this policy on July 25, 2022. On 8/31/22 I placed a claim in for a refrigerator issue. They told me I was not covered for a leak. I explained that the freezer was leaking because one of the components under warranty (evaporator, condenser, fan) was probably broken and a technician would identify that problem. They would not send out a technician for evaluation. I called to cancel my contract and they said that they would resubmit the claim and rewrite the description. They said that they would let me know within 48 hrs. Never received anything from the company. I then put in a claim Saturday September 03. 2022 for a plumbing issue from my upstairs bathroom. They didn't respond until 9/05/22 stating that they are still looking for a plumber. This went on for several days. On September 06th they sent me an email saying that they are having a difficult time finding someone but they would give me a $100 pre authorization (once filled) for a plumber. This company is from the town next door and they know that you can't get a plumber to show up for a $100. The plumbing leak is so bad that it's now coming through the downstairs bathroom ceiling. I called today Thursday 9/08/22 to cancel the policy because they did not provide any service and they are charging me $75 to cancel. I do not and should not have to pay $75. They DID NOT provide any service on their side and I paid my monthly service fee. Please help me

  Customer Answer

  Date: 09/14/2022

  The above matter relating to ******** has been resolved. My refund was

  approved.

  Thank you

  ***********************

• Initial Complaint

  Date:09/07/2022

  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 waiting on hold now for 2 hours and 45 minutes waiting on a supervisor. I started with the company on August 5 2022. I have paid 2 months of fees. I waited the 30 day no claim period. On 9-5-22 I noticed water buildup coming from what I think is the hvac unit inside my home. I contacted select explained the problem. I informed them That this problem just started never notice it before. **************** opened the claim.When I got the email confirmation my claim was denied. **************** put problems existed on ****** which is before coverage begins. Which is not true. I tried to resolve the issue which I was told by customer service that the issue would be resolved by an escalation, in which I found out today was also untrue,I just want the company to follow good business practices and send some one out before this matter gets any worse, if there is a problem. **************** tells me the no claim period to file the claim is now 60 days which is not what they told me at point of sales neither in the service agreement.

  Business Response

  Date: 09/13/2022

  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 they never said 9/2. The claims manger reviewed the consumers account. The consumer was informed that they informed the agent on the 5th that the issue started on the 2nd which is why their claim was denied. The consumer requested termination of service. The consumer was informed that their warranty agreement will be terminated.