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:09/07/2022

  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 Select Home Warranty on 2 of my houses. 4 of the last 5 claims I have filed have been denied. For the most recent claim I had electrical issues. In 2 of my rooms the electrical switches popped and flashed the lights when I would turn them on. Also 2 GFCI switches went out. All within 30 feet of each other. I filed a claim on line and was told they don't have electricians in my area. Odd that there are ****** people within 15 miles of me. So I would need to find my own electrician. I found an electrician and got a bid on the job. $389 to switch out 2 light switches and 2 GFCI switches. *** said I would need to pay the bill and just send in the receipt for reimbursement. I then sent it to SHW. I'm then told that I would need to provide pictures of the parts, an itemized breakdown of each part and a breakdown of the labor. To top it off they want me to pay 4 separate service fees for each switch totaling $240. 2 switches are 6 inches apart a 3rd is 10 feet away and the 4th is 30 feet away. That didn't sit to well with me so I called to cancel my home warranty. I was put on hold for 1 hour and 2 minutes before I finally disconnected. I called back an hour later and got someone within 10 minutes. I was told about a cancelation fee is $75 plus the per day charge of $1.37 and anything they paid for would be deducted. I would only get $93 back on 2 years of contracts. What a joke. I asked about canceling my other home which had 4 years left on the contract. I was told with the fees and deductions I would get $0 back. I paid $1749.97 for a 5 year plan and would get NOTHING back. How is this company still in business. I recommend you look at other options for home warranties.

  Business Response

  Date: 09/14/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with the delays and denials of their claims especially the electrical. The claims manager reviewed the consumers account. The consumer was informed that we requested photographs as well as a breakdown of the repairs. The consumer stated that they already did the work and cant supply pictures. The consumer was explained that per section 5.2 of the agreement they did repairs without authorization from Select and their claim is denied. The consumer was however offered $175 as a good will approval. The consumer accepted.

  Customer Answer

  Date: 09/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/07/2022

  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 needed to file 4 claims in the last 2 months. For 3 of the 4 claims they were unable to provide a technician and I was instructed to find my own. Now mind you, not only am I paying for the warranty but $65 for each call. What is the $65 for if I am finding my own technician. Who is getting this money?I found my own technicians and each time, I am asked to call to have the technician provide the diagnosis before they begin the work to get authorization for reimbursement. The hold and transaction times to do this are ***** minutes each time. NO TECHNICIAN is going to sit for literally ***** minutes waiting for someone answer the phone and another ***** minutes for a call center operator to go back and forth between their authorizations department and the technician asking questions that honestly are just not relevant or plain dumb. I have lost technicians because of it and the last claim, I just gave up and paid myself. They really don't provide any service at all for the the exorbitant cost of the warranty and then the $65 service fee they are charging on top of it. THIS IS A SCAM AS FAR AS I CAN SEE if I am doing all of the leg work of finding the technician and paying them and getting reimbursed 30 days later - less the $65 service fee for course! WHAT SERVICE....FEE FOR WHAT SERVICE!

  Business Response

  Date: 09/14/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the claim denial and stated that we cannot find a technician so they had to get their own for reimbursement. The claims manager informed the consumer that they have been assigned to their account to assist them. The consumer was provided with the claims manager contact information for any assistance they may need. The consumers service fee was waived for their next claim. The consumer accepted.

• Initial Complaint

  Date:09/07/2022

  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.

  After 1-1/2 of numerous rejected claims for ridiculous reasons, I asked to have my entire premium, which I paid upfront, fully refunded. They told me it takes 3-4 weeks to process but it has been more than 2 months since I made this request and have yet to hear anything back yet. Further, it is impossible to get anyone on the phone.

  Business Response

  Date: 09/14/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the claims process and denials. The consumer was upset that they were denied for spring when they told us it was a spring and a technician was dispatched anyways. The consumer requested a full refund. The claims manager explained our terms and conditions. The consumer was explained that they are not eligible for a full refund and if they wish to proceed with termination of service their agreement will be cancelled per section ****. The consumer requested termination of service.

  Customer Answer

  Date: 09/14/2022

  
  Complaint: 17929156
  
  I am rejecting this response because:
  

  The explanation provided by the business is a vast oversimplification. I have submitted 4 different claims and for each, not only was scheduling extremely slow, but my perception is that the service providers they send are trained to find reasons not to solve problems.

   

  A recent situation was one where the service provider completely misdiagnosed an issue with my refrigerator. He opened it up and quickly made an incorrect diagnosis. He then offered to service my unit for $300+, which he said would remedy the issue. This is clearly a cash grab for their service providers. I ended up getting the unit repaired by a different service provider, who took the time to accurately diagnose that it was an electrical issue due to a malfunctioning panel.

   

  Another great example is a broken garage door spring. Before scheduling, I sent a picture of the broken spring to the service provider and instead of saying that it wasn't covered, he insisted on coming out to see it in person and then attempt to charge me $600+ to install a new one. Again, a cash grab for per visit deductible as well as the hope that I will just agree to anything since he's already here.

   

  It's just lazy how they conduct their business. What's worse is that I found them through the partner directory at my company so will need to have a conversation with them about these unscrupulous practices.  

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

  Business Response

  Date: 09/20/2022

  The consumer rejected our response.
  
  KI Industry was dispatched to the consumers home for diagnosis on their garage door claim. Diagnosis revealed that the springs on the door are broken. Two springs need to be replaced. The consumers claim was denied per section 6.3.7 of their warranty agreement as springs are not *****************.3.7. Garage Door Opener. This Agreement covers the following garage door opener components: (i) control board; (ii) motors; (iii) chains;(iv) belts; (********; (vi) pulley;
  (vii) sheave fork; (viii) axle bolts; and (ix)switches.
   
  Excluded: (i) garage doors; (ii) springs; (iii)brackets; (iv) tracks; (v) rails;
  
  At the present time the consumers claim remains denied per section 6.3.7 of their warranty agreement as our agreement does not cover springs. The consumer at this time is not eligible for any approvals or reimbursements at this time.

  Customer Answer

  Date: 09/21/2022

  
  Complaint: 17929156
  
  I am rejecting this response because:
  

  It's incredible that of all of the accusations, the only thing that this business chooses to latch onto is the fact that they have a policy about not covering garage door springs even though I clearly stated that they could have told me this when I sent the photo of a broken garage door spring. Instead, they sent one of their cronies to collect their $60 fee and tell me that my spring is indeed broken, isn't covered, and will cost $1,000 to repair. What about the other 3 claims that I referenced? I find it convenient they choose to gloss over these. 

  One other thing I failed to add is the utter lack of professionalism with which I have been treated. Not only are the people who I have interacted with incredibly rude, but they honestly think that they are doing the right thing for their customers. In fact, the last supervisor who I spoke with hung up on me and refused to answer my questions (great customer service, huh?). What a sham - I feel like such a sucker for giving them my hard-earned money!

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

  Business Response

  Date: 09/28/2022

  The consumer rejected our response upset with 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.
  
  Diagnosis revealed that the springs on the door are broken.Two springs need to be replaced. The consumers claim was denied per section 6.3.7 of their warranty agreement as springs are not covered.
  
  6.3.7. Garage Door Opener. This Agreement covers the following garage door opener components: (i) control board; (ii) motors; (iii) chains; (iv) belts;(********; (vi) pulley;
  (vii) sheave fork; (viii) axle bolts; and (ix) switches.
   
  Excluded: (i) garage doors; (ii) springs; (iii) brackets; (iv) tracks; (v)rails;
  
  At the present time the consumers claim remains denied per section 6.3.7 of their warranty agreement as our agreement does not cover springs. 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 to those terms. They have been serviced accordingly.

  Customer Answer

  Date: 09/28/2022

  
  Complaint: 17929156
  
  I am rejecting this response because:

   

  The business has yet to address my dispute about the 3 other claims that were incorrectly rejected. The most recent one, my refrigerator, was inaccurately diagnosed and ended up being resolved by a repair person who I hired for a 2nd opinion. It seems like the repair people dispatched by SHW use it as an opportunity to charge high prices for non-covered services to vulnerable customers and it would not surprise me if SHW gets a kickback. 

   

  As for the garage door spring, my contention isn't whether it is covered or not. To be clear, I question the need for you to send someone over to diagnose that it was broken even though it was clearly broken in the picture I sent. In addition, your representative should have informed me upfront before I incurred additional cost to have *********** person come out and tell me it was indeed broken and then attempt to charge me a much higher price than any other quote I received. 

   

  It seems like a sketchy operation all around so I hope others read this and learn from my mistake.

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

  Business Response

  Date: 10/04/2022

  The consumer rejected our response stating that they are having issues with other claims.
  
  Refrigerator claim- Bars VK Appliance was dispatched to the consumers home for diagnosis. Diagnosis revealed that the coil is very dirty and the unit is not cooling dure to the compressor shorted. The consumers claim was denied per section 9.1.2 of their warranty agreement as failure to properly clean/failure it properly maintain excludes coverage on their unit.
  
  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
  
  
  Garage door claim- KI Industry was dispatched to the consumers home. Diagnosis revealed that the spring on the door are broken.  The consumers claim was denied per section 6.3.7 of their warranty agreement as springs and garage doors are not covered per their warranty terms and conditions.
  
  6.3.7. Garage Door Opener. This Agreement covers the following garage door opener components: (i) control board; (ii) motors; (iii) chains;(iv) belts; (********; (vi) pulley;
  (vii) sheave fork; (viii) axle bolts; and (ix)switches.
   
  Excluded: (i) garage doors; (ii) springs; (iii)brackets; (iv) tracks; (v) rails;
  
  At the present time the consumers refrigerator claim remains denied per section 9.1.2 of the agreement as failure to properly clean/failure to properly maintain excludes coverage. The consumers garage door claim remains denied as springs and garage doors are not covered pe their terms and conditions. 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 to those terms. They have been serviced accordingly.

  Customer Answer

  Date: 10/11/2022

  
  Complaint: 17929156
  
  I am rejecting this response because:
  

  The company that they sent (VK Bars) made a claim that the coils were dirty and that paying them $350 for a cleaning would fix the problem with the fridge, which I refused to agree to. I then sought a 2nd and 3rd opinion, both of whom verified that not only are the coils not dirty, but the problem is electrical. I ended up having one of them order the replacement parts and install them. The fridge work perfectly now. It is unbelievable how poor the level of service of provider they sent to my house and even worse, how quick they are to upcharge me on an entirely incorrect diagnosis. 

  Same thing goes for the garage door. They sent someone to look at the spring even though they clearly don't cover springs in their policy. This service provider then proceeds to ask me for $1,000 to replace the spring.

  For my electrical claims, they blamed one on a fixture that isn't covered even though the electrician agreed that there was a spark in the wall and the other was a non-functioning outlet that they blamed on the wiring in the house even though the house was built in 2012. They just didn't want to be bothered and would prefer to pocket my deductible.

  There is clearly no value being provided by them and I question their business ethics so I would kindly request a refund of my entire premium paid. Thank you.

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

  Business Response

  Date: 10/16/2022

  The consumer rejected our response stating that their issue is not with the coils being dirty. The consumer stated that they hired a 2nd and 3rd opinion who stated the issue is electrical.
  
  Refrigerator claim- Bars VK Appliance was dispatched to the consumers home for diagnosis. Diagnosis revealed that the coil is very dirty and the unit is not cooling dure to the compressor shorted. The consumers claim was denied per section 9.1.2 of their warranty agreement as failure to properly clean/failure it properly maintain excludes coverage on their unit.
  
  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
  
  According to our records the consumer did not submit a second opinion diagnosis for review prior to the termination of service. Therefore,we must follow the diagnosis provided to us by the technician dispatched.
  The consumers claim remains denied per section 9.1.2 of their warranty agreement as failure to properly maintain/failure to properly clean is not covered pe their warranty terms and conditions. The consumer at this time is not eligible for any approvals or reimbursements at this time.
  
  The consumer proceeded to terminate services on 9/8/22. The consumers warranty agreement was cancelled per section 13.2.
  
  13.2. 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.
  
  Below is a breakdown of their refund:
  
  Coverage for 544 Days Used @ $1.62 per Day =$879.31; Add Cancellation Fee of $0.00 = $879.31; Less Claims Incurred by Us of $40.00; Subtracted from original payment of $1250.00 Totals a Refund of $330.69.

• 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 paid over $500 to get a home warranty from this company and then they make you wait 30 days before you can file a claim. So you do not know how the actual claim process will work. I filed 2 online claims one for a what I feel would be a simple plumbing issue and I have called in to them because there online for does not let you go in to detail so they force you to call in. I explained that there was leak from the main water lines coming up from the floor of the second floor bathroom of the house when they are turned on. They denied the claim saying it was a valve issue. The water turns off just fine it is not a valve issue to me. The second claim I entered was to have the furnace in the house repaired since it is not working. They told me that since it is an additional source of heat for the house I would have had to purchase an additional policy which I was never told that. I was told that what ever was in my house would be covered. I have not added any additional sources of heat or cooling since I moved in to my house 2 months ago everything that is in the house came with it so and should be covered by the warranty that they sold me. If they are not going to cover the items that they are promising then they need to change there sale pitch to reflect that and let the customer know that they do not cover anything and that the claim process should also include sending someone a professional in that field out to look at the issue before making determinations without seeing the actual issue.

  Business Response

  Date: 09/13/2022

  A claims manager reached out to the consume regarding the complaint filed through the BBB. The consumer was upset about both of their denials without having a technician dispatched. The consumer was offered a technician dispatch. The consumer was explained that if the technician reports that the issues are excluded the claims cannot be approved for any amount. The consumer accepted.

• 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 filed my very first claim on or about 08/19/2022 regarding my well pump going out. I got the platinum package with additional coverage for well pump, the pool, septic, etc. This water goes to our main home. I get a notice in 24 hours stating my claim was assigned, scheduled a time and the repair man would be here or contact me to schedule. I tried contacting the repair guy, the cell phone mailbox was full so couldn't leave a message. Two weeks go by and there is still no contact from the repair guy and I call Select Home Warranty who puts me on hold to contact the repair company. Funny they got right through to him. He claimed that his system had "a glitch" and he never received the work order. Ok, so Select resends them the order. By this time, I am now have to drive to family members homes to shower, do laundry, and we can't continue any of our remodeling because we have no water to clean up after. We purchased a home warranty for peace of mind and this is my first claim and already issues. The repair guy never called, and when I called select they put me on hold for 15 minutes. Suddenly the repair guy wants payment upon completion of the job. He hasn't even looked at it!! He knows how the payment process on his end is with Select but we suffer because of it. Select said they would reassign my work order. Within an hour, I have an email stating they can't find anyone available (we live 30 minutes from our capital city), so order the repair yourself and we will give you $100 *** to pay for it. Are they serious right now? Called Select again, and explained that's not how this works, I've had home warranties before. I was "transferred" and on hold for more than 45 minutes. Seems the message was pretty clear. This has been a nightmare and here we are, a week in to September and we still have no water! So now we gotta pay out of pocket to have this thing looked at and whatever the repairs are. I want my entire refund of the policy that I paid for a year in advance.

  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 about no technician being dispatched. The claims manager informed the consumer that they have been assigned to their account to assist them. The consumer was offered to secure their own technician and be pre-approved for up to $150 which is their full allowance. The consumer accepted.

  Customer Answer

  Date: 09/13/2022

  
  Complaint: 17927317
  
  I am rejecting this response because:It's false. This company doesn't care about their clients, nor will they try to fix any problem when they drop the ball. I did NOT accept their offer and chose to put all correspondence in emails because of the feeling I got from the manager who contacted me, so I have proof they never worked with me. He became completely non responsive to me. I just canceled my policy and paid out of pocket for the repair because their measly $150 was about 10% of the total cost. Your not getting the coverage you think you are. They're not interested in customer service once you have a grievance with them. They charged me cancellation fees after they dropped the ball. My advice: get a copy of the contract BEFORE you actually pay for the policy. You don't get full benefits after 30 days. Or even two or three months. You have a total of 4 months limited coverage which they won't tell you over the phone. Buyer beware. I bought this for peace of mind and got nothing but a headache. My claim was for my well pump that went out and had no water for more than 2 weeks because of them dropping the ball and not properly vetting the vendors they have for doing the jobs. The absolute WORST experience I've ever had with a "reputable" business. Never have I had an experience with a company like this in more than 40 yrs. I feel completely scammed. 
  
  
  
  Regards,
  
  *****************

  Business Response

  Date: 09/20/2022

  The consumer rejected our response disagreeing with their determination.
  
  Per section **** of the consumers agreement it states that within the first 3 months of service the allowance is $150. The consumer was informed by the claims manager that their claim was pre approved for $150 which they accepted.
  
  ****. 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. 
  
  On 9/9/22 the consumer requested termination of service. The consumers warranty agreement was cancelled per section 13.2.
  
  13.2. 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.
  
  Below is a breakdown of their refund:
  
  Coverage for 54 Days Used @ $2.01 per Day =$108.73; Add Cancellation Fee of $75.00 = $183.73; Less Claims Incurred by Us of $0.00; Subtracted from original payment of $660.00 Totals a Refund of $476.27.
  
  The consumers will be refunded $476.27 via check. The consumer will be notified via email as soon as their refund check is mailed out.

  Customer Answer

  Date: 09/21/2022

  
  Complaint: 17927317
  
  I am rejecting this response because: Again, they are spewing out what the agreement says. When I spoke to the salesman who sold me the policy, he told me that after 30 days we have full benefits of our policy. Not ONCE did he mention an additional 90 days of limited coverage. I. DID NOT even receive the agreement for more than a week and only after I emailed Select requesting a copy of my agreement. **** are dishonest and misleading in the coverage provided by sales rep. **** NEVER said additional items on policy fell under a different coverage amount as they didn't even mention it the first time about limited coverage for 90 days. Absolutely a  costly ****** learned and my advice to possible future consumers is to request a copy of the policy agreement BEFORE paying up front for a policy. 
  
  
  
  Regards,
  
  *****************

  Business Response

  Date: 09/28/2022

  The consumer rejected our response stating that they were not told about the 90 days.
  
  The consumer was 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 purchases. 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.
  
  Per section **** of the consumers agreement it states that within the first 3 months of service the allowance is $150. The consumer was informed by the claims manager that their claim was pre approved for $150 which they accepted.
  
  ****. 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. 
  
  On 9/9/22 the consumer requested termination of service. The consumers warranty agreement was cancelled per section 13.2.
  
  13.2. 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.
  
  Below is a breakdown of their refund:
  
  Coverage for 54 Days Used @ $2.01 per Day = $108.73; Add Cancellation Fee of $75.00 = $183.73; Less Claims Incurred by Us of $0.00; Subtracted from original payment of $660.00 Totals a Refund of $476.27.
  
  The consumer was refunded $476.27 via check #****** on 9/28/22. The consumer should be receiving their refund check within the next few business days.
  
  We have followed the terms of the agreement and provided the consumer with a determination in accordance to those terms. They have been serviced and refunded accordingly.

• Initial Complaint

  Date:09/06/2022

  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 a home warranty with select home warranty My stove stopped working on Aug 22 ****************************************************************************************************************** a tech that doesn't work on the those brand of stove second they sent me a tech who took video and pictures of the stove and didn't submit any report to them Third they scheduled a different tech who called me and said they don't work on thermador stoves I have been calling them everyday and they said they will escalate and now it's been 2 weeks without cooking at home can somone imagine how much money I'm spending to eat outside with 4 kids and 2 parents

  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 about no technician being able to work on a Thermador unit. The claims manager reviewed the consumers account. The consumer was explained that per section **** they have a maximum allowance of $500 unless its a door issue or rust at which time it will not be covered. The consumer was informed that they will be able to work with them directly should they wish to secure their own technician. The consumer accepted and was provided with the claims manager information for direct assistance.

• Initial Complaint

  Date:09/06/2022

  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.

  Called to get my garbage disposal, main water valve and hot water heater. A tech came to the house I paid him $75. Tech never came back to fix anything. I called SHW many times. Long hold times. Asked to talk to a supervisor. None available. Asked the supervisor to call me if I did not answer to leave a direct call back number. I spent an hour on the phone on hold. Minutes I have to pay to use my phone. Not happy with service at all.

  Business Response

  Date: 09/12/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer corresponded with the claims manager via email. The consumer was upset about the plumbing claim that their shut off valve was not covered. The consumer was explained that valves are not covered per section 9.1.2 of their warranty agreement.

  Customer Answer

  Date: 09/13/2022

  
  Complaint: 17922742
  
  I am rejecting this response because: Valves are part of the plumbing system. 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/20/2022

  The consumer rejected our response stating that valves are part of the plumbing system.
  
  Per section 9.1.2 of the consumers warranty agreement it specifically states that our agreement does not cover valves. In addition, our agreement does not include valves under section 6.3.1 of the 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 ocnsumers plumbing system claim remains denied per section 9.1.2 of their warranty agreement as valves are not covered per their warranty terms and conditions.

• Initial Complaint

  Date:09/06/2022

  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 BOUGHT A HOME WARRANTY THROUGH SELECT. WE FILED A CLAIM WHEN OUR AIR CONDITIONER QUIT WORKING. ONE OF THEIR CONTRACTED **** COMPANIES CALLED US, THEY CAME TO LOOK AT THE ***** DIAGNOSED THE ISSUE AND THEN TOLD US IT WOULD BE AT LEAST 4 DAYS BEFORE WE WOULD HERE BACK FROM SELECT. THAT IS 4 DAYS IN 95 DEGREE GEORGIA HEAT AND A MOTHER-IN-LAW WITH ******. WE TALKED TO SELECT, THEY TOLD US IF WE COULD TO PAY FOR THE PART WE NEEDED OUT OF OUT POCKET AND WE WOULD BE REIMBURSED BECAUSE WE WERE USING THE **** COMPANY THEY CONNECTED US WITH. THIS WAY IT COULD BE DONE THE NEXT DAY, NOT WAITING FOR SELECT TO APPROVE THE PART. WE PAID FOR THE PART OUT OF POCKET AND WHEN WE WENT TO FILE THE REIMBURSEMENT PAPERWORK AND SEND IT IN, THEY DECLINED THE REIMBURSEMENT. WE PAID ALMOST $600 FOR THIS PART AND SERVICE LABOR. USING THE COMPANY THEY TOLD US WE HAD TO USE. WE ARE WANTING OUR REIMBURSEMENT BACK AND THE $2,700 WE PAID UP FRONT FOR 6 YEARS OF HOME WARRANTY COVERAGE BACK. THEY HAVE NOT DONE WHAT THEIR CONTRACT SAYS THEY WILL DO AND LET SENIOR CITIZENS SUFFER THROUGH EXCRUCIATING HEAT. BELIEVE ME, WE TOLD THEM NUMEROUS TIMES ABOUT MY MOTHER-IN-LAW HAVING ASTHMA AND NOW DUE TO BEING WITHOUT A/C FOR THE 3 DAYS BEFORE THE TECHNICIAN COULD GET THERE, SHE HAS PNEUMONIA. WHEN YOU CALL, YOU CANNOT SPEAK WITH A MANAGER, THEY WILL NOT PUT ONE ON THE ****** WE HAD TO GO THROUGH THE ***** DEPARTMENT TO EVEN GET ANYONE IN CUSTOMER RELATIONS TO TALK WITH US.

  Business Response

  Date: 09/12/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that we dispatched a technician and wouldnt approve the claim on the spot. The consumer was sent the control board but the technician already installed it and got a portion to be reimbursed. The claims manager apologized to the consumer for the issues they are having. The consumer was informed that they will assist them directly.The consumers reimbursement form has been updated. The consumer accepted.

• Initial Complaint

  Date:09/04/2022

  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 bought Select Home Warranty for 2 years for my house that I purchased in March 2022. A few months after purchase, I faced issues with a few appliances (clothes dryer, refrigerator and furnace). These all did not happen at the same time, but rather one after another. Select Home Warranty took multiple weeks to even assign someone to look at my appliances. They kept assigning external parties to come to me and all the external parties kept stating that because Select Home warranty doesn't pay them, they do not service on their behalf. After that, in each instance, Select Home Warranty asked me to find my own technician. After weeks, I ordered a new clothes dryer for $800 and they promised to give me ~$200 (after promising to either fix it or replace it) - clearly, they did neither. For my furnace, I called my own contractor and they promised to give me ~$175. For my refrigerator, on a bill of $520, they promised to give me ~$255.However, it has been about a month and half today that I sent them the reimbursement details and I am still waiting for the checks - to be clear, they have NOT sent me a single $ from any of the 3 claims yet. First, they promised to give me a much smaller amount than due per contract / their claim, and second, they have not sent me a single $ of their scaled down promise. I've contacted them innumerable times, but their customer service is probably the worst ever. I am writing this complaint before taking them to court.

  Business Response

  Date: 09/09/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they did not have checks for three of their claims. The claims manager reviewed the consumers account. The consumer was informed that one check has already been mailed out and they will have the other two sent out.

• Initial Complaint

  Date:09/03/2022

  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 attempted to contact the company due to a leak in my bathroom. I was placed on hold for 45 minutes with agents that could not understand.I asked for a manage pr and still waited and the call was disconnected. After speaking with another agent, I was asked to provide a detailed breakdown of cost which I did. I was contacted the next day that the reimbursement was not covered for the amount I paid $5400 to the plumber. They can only give me $150. They need to provide the service that they advertise.

  Business Response

  Date: 09/09/2022

  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 then only approved for $150 on a $5k bill. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that majority of the bill was for access and redoing it. The actual repair cost was only $150  which was approved. The consumer was explained that we do no cover access only the parts for the actual repair. The consumer was instructed to submit a paid invoice for the $150 reimbursement.